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Business Profile

Solar Energy Design

Astrawatt Solar

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:10/11/2024

    Type:Service or Repair Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My only one purpose to install solar panels is to save money and the Astrawatt sales told me I can save money by installing their solar panels. but the truth is that I did not save money at all, what's more, I am struggling with finding a home insurance to insure my house because my previous insurance company decline to renew due to my solar panels. I ended up with a very higher deducible insurance plan. I am worrying all the time during hurricane seasons. I do not want the solar panels any more. It did not save money but bring me more troubles. I have requested Astrawatt to remove the panels. I am willing to pay some reasonable fees if they can remove the panels. but they refuse to remove it. I financed the solar panels. I have to pay $108 each month for 20years. I cannot afford to pay the loan and the electricity bill each month. please help!

    Business Response

    Date: 11/08/2024

    Dear BBB Team,

    Thank you for the opportunity to address this complaint and provide additional context.

    Firstly, we would like to note that the complaint has been filed under our Kansas City location, but it pertains to our Houston operation. This may affect the accuracy of how this issue is represented geographically and could impact the record for the wrong location.

    Regarding the nature of the complaint, the primary issue involves the customer's current buy-back program with their utility provider. The buy-back plan limits the value of excess power produced by the solar system, which results in a lower financial return than what the customer may have expected. Unfortunately, this aspect is outside our control, as Astrawatt Solar does not have the authority to determine utility buy-back programs or directly change them.

    As the installer, we have fulfilled our responsibilities by ensuring the solar system produces the promised output. In fact, we added additional panels at no cost to the customer when we initially fell 2% short of our savings guarantee. The system now produces more energy than the home consumes, achieving the desired production level. We have communicated the limitations of the current buy-back program to the customer multiple times and have offered guidance on switching to a more favorable plan, which ultimately requires the customer's involvement with the utility company.

    Our goal is to continue supporting our customers and helping them navigate any challenges they face regarding their solar installations. We remain committed to working with this customer to find a suitable resolution within our capabilities.

    Thank you for considering this additional information. Please let me know if you need any further clarification.

    Best regards,

    ***** ******
    Founder

    Business Response

    Date: 12/16/2024

    Dear BBB Team,

    Thank you for the opportunity to address this complaint and provide additional context. We had spoken with your office in Omaha regarding this complaint via phone and was informed that our complaint would be transferred to Houston, yet that hasn't happened. Below is our original response:

    Firstly, we would like to note that the complaint has been filed under our Kansas City (KC) location, but it pertains to our Houston operation. This may affect the accuracy of how this issue is represented geographically and could impact the record for the wrong location.

    Regarding the nature of the complaint, the primary issue involves the customer's current buy-back program with their utility provider. The buy-back plan limits the value of excess power produced by the solar system, which results in a lower financial return than what the customer may have expected. Unfortunately, this aspect is outside our control, as Astrawatt Solar does not have the authority to determine utility buy-back programs or directly change them.

    As the installer, we have fulfilled our responsibilities by ensuring the solar system produces the promised output. In fact, we added additional panels at no cost to the customer when we initially fell 2% short of our production guarantee. The system now produces more energy than the home consumes, achieving the desired production level. We have communicated the limitations of the current buy-back program to the customer multiple times and have offered guidance on switching to a more favorable plan, which ultimately requires the customer's involvement with the utility company.

    Our goal is to continue supporting our customers and helping them navigate any challenges they face regarding their solar installations. We remain committed to working with this customer to find a suitable resolution within our capabilities.

    Thank you for considering this additional information. Please let me know if you need any further clarification. I have attached some correspondence regarding this issue from last year as well.

    Best regards,

    ***** ******
    Founder

    Customer Answer

    Date: 12/18/2024

    Dear Sir/Madam,

    I really need your help and support. This company lied to me. They did not tell me the important fact before they sold their product to me. they cheated. 

    Without your help, how could I, an induvial alone, to fight with such a big company? You saw their attitude, non corporative..  late response.

    please help me!!

    thanks

    ******

  • Initial Complaint

    Date:05/29/2023

    Type:Service or Repair Issues
    Status:
    ResolvedMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Had Astrawatt install a 14 kW system with batteries in 2021. We switched over to all electric in 2022 and expanded the solar to a 19.24 kW system. Astrawatt since then had not helped. When the system was expanded, breakers and disconnects needed to be updated. But their team completely missed it. I have since had an outage for about a week due to their inability to follow proper coding requirements. They still have not responded to my inquiries after I initially fixed a defect. The system is still not properly configured. They acknowledged the issue but have not answered my repeated emails or calls to have the issue fixed. 1. Breaker on IQ Controller 2 needs to be updated from 60 amp to 80 amp. 2. Disconnect between the IQ Controller 2 and IQ Envoy 2 needs to be updated from a 60 amp disconnect to 100amp disconnect with proper sticker.

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