Complaints

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.

• Initial Complaint

  Date:07/31/2024

  Type:Order 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.

  Avoid these scammers. Had them put in a system for my home. Nothing but problems through the entire process. They managed to complete it in 2018. Hoped I would never have to contact them again but unfortunately my system is no longer producing as it should and when I reached out to them for service, they made up a story that I still owed them money, which my system is fully paid off, and that because of this my warranty was null and void. They have no proof of me owing them this money. They say the rebate check I received was supposed to be paid to them. The check came in my name and my electric company informed me that it was my rebate to keep. I've asked for documentation where I agreed to give them that money and they have nothing. Now I'm stuck with a $25000 solar system that doesn't even do what it is supposed to, and they refuse to stand by their work and product. Horrible company with even worse service. STEER CLEAR!!!!!!

  

  Business Response

  Date: 08/15/2024

  ************** is incorrect in his complaint, and he has never paid the remaining balance on his solar system. ************** signed a contract for a $46,700 solar system. He was then given a discount of $16,800 for advertising with us (which he never did). The solar rebate from his utility company was expected to be $4,900, and we agreed to reduce the amount he paid down initially with the understanding that he would then pay the rebate amount once received from the utility company. We did this to help ensure that our customers did not lose out on the rebate value if there were some issue with it being issued by the utility company. While ************** is correct that the utility rebate was in his name, the agreement in the contract was that he would pay that amount after receipt. If ************** wanted to keep the utility rebate, he would have had to pay more initially before we would install the system.  Again, his contract was for $46,700, and he paid $25,000. We will not honor a warranty on a product that has not been paid for. If ************** will pay his outstanding balance of $4,900, we would honor our warranty and service his system. 
  
  

  Customer Answer

  Date: 08/27/2024

  I'm thankful they decided to finally communicate. They never would even call me back or communicate with me. I'm glad they posted the contract. No where does it state that I was to pay them anything more than the $25000. Also, after seeing the contract, I now remember they never fulfilled the insulation portion of the ** package. The last conversation I had with management 6 years ago was that they were sorry for the poor experience and that they were getting better organized and trying to fix all the issues. When I was sold this system, the salesman broke down the price as you see it on the "contract" they posted. I agreed to pay the $25000. We signed and they started the install a few weeks later. Again, the process was terrible. They showed up and started digging holes right behind my back door. Keep in mind they sent a guy out that took pictures of exactly where I wanted it and drew a map and everything. The correct location was over 150 ft away at the back of the property. What you would think would be the more obvious spot. Anyhow, luckily, I showed up and caught them after digging only two holes and was able to show them the correct location. They installed the majority of the system on the ground mount which is completely out of level. They talked me into allowing them to put 6 panels on my roof, which I really did not want, but they offered to give the marketing discount they mentioned. I was the first home in a large, nice subdivision that they were hoping to gain business from. Not sure what they mean by Me not participating in it. If that's the case I'd like the roof mount panels put on the ground mount like I originally wanted. What it boils down to is they don't want to stand by their product and service it like they are obligated to. That's why it took me posting on here to even get a response from them. They would never take my calls or call me back when I left messages. That's why I resulted to BBB. But unfortunately, from their response it looks like it's still the same old company. Hopefully I'm wrong and they'll come service my system and get it working properly. 

  Customer Answer

  Date: 10/01/2024

  I'm glad they posted the contract. No where does it state that I was to pay them anything more than the $25000. Also, after seeing the contract, I now remember they never fulfilled the insulation portion of the ** package. The last conversation I had with management 6 years ago was that they were sorry for the poor experience and that they were getting better organized and trying to fix all the issues. When I was sold this system, the salesman broke down the price as you see it on the "contract" they posted. I agreed to pay the $25000. We signed and they started the install a few weeks later. Again, the process was terrible. They showed up and started digging holes right behind my back door. Keep in mind they sent a guy out that took pictures of exactly where I wanted it and drew a map and everything. The correct location was over 150 ft away at the back of the property. What you would think would be the more obvious spot. Anyhow, luckily, I showed up and caught them after digging only two holes and was able to show them the correct location. They installed the majority of the system on the ground mount which is completely out of level. They talked me into allowing them to put 6 panels on my roof, which I really did not want, but they offered to give the marketing discount they mentioned. I was the first home in a large, nice subdivision that they were hoping to gain business from. Not sure what they mean by Me not participating in it. If that's the case I'd like the roof mount panels put on the ground mount like I originally wanted. What it boils down to is they don't want to stand by their product and service it like they are obligated to. That's why it took me posting on here to even get a response from them. They would never take my calls or call me back when I left messages. That's why I resulted to BBB. But unfortunately, from their response it looks like it's still the same old company.

  Customer Answer

  Date: 01/22/2025

  01/17/2025 JM: Left a message for Mr. ***** to return a call to me .

  01/21/2025 JM: Left a message for Mr. ***** to return a call to me. 

  01/22/2025 JM: Spoke with Mr. ***** he would like for the BBB to close this complaint. Attorney is handling this going forward. He thanks BBB for all it's effort. Mr. ***** wants the BBB to close this complaint at this time. 

   

  

  Business Response

  Date: 01/22/2025

  01/17/2025 JM: Spoke with the General Manager and she is going to look anything this complaint with the project manager. 

  01/18/2025 JM: Spoke with the General Manager and she is still seeking more information from her staff regarding this complaint. 

  01/22/2025 JM. Spoke with ***** operation manager. ***** has requested to close this complaint (consumer) has a outstanding balance with this company and is unwilling to honor the contract. We have turn everything over to our attorney for handling. We will be making no more exception for Mr. ***** regarding this complaint and would like for this to be close.