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:11/29/2023

  Type:Product 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.

  Incentive has not been paid as of this date. On 8/1/23 we were told that we would receive a rebate of $1176.00 if we signed up that evening. It was to be paid 60days after installation. System was installed on 9/6/23. No check has been received as of this date. Several emails and phone calls have been made to try to resolve this issue. Just being ignored. We want the check for the $1176.00 that was promised to us.

  

  Business Response

  Date: 12/13/2023

  **** ******* had not contacted Helio regarding this complaint. He reached out to his sales rep who is an independent contractor, as we are only the installers. His sales rep never responded to email or phone calls. We were never informed of this issue prior to receiving the BBB complaint letter. I have spoken with Mr. ******* on 12/13/23. He indicated that he has received his refund totaling $1,176.00. Mr. ******* stated he is satisfied with the results. If he has called the office from the beginning we would have been able to help him quicker.

  ******* Albright    

• Initial Complaint

  Date:09/25/2023

  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.

  This AC unit was just purchased a little under a month ago for a total o $11,850 that night into following morning the AC didn’t cool down the house it raised the temperature up to 84 degrees, they go we will send our master electrician out to the house on a Thursday, and he will fix it. The master electrician arrived again on Friday after noon says he fixed it and left. I called again on Saturday, and he goes its going to take a while to cool down since its so hot outside which I understood it may take a while to cool down. Sunday out Master electrician to know is where I get the excuses from him, not one not two but three different excuses from him which I told him I agree to disagree with you this is a brand-new unit and has been working fine until your company came in. The first one was your low on freon and I laughed at him, second was your condenser is bad and unit shouldn’t be condensation like that and of course the final one was who ever installed this didn’t do it right because he worked for an AC company, and they did things backwards. What I also failed to mention in between these days was that they also messed up other wiring in the house such as my refrigerator quit working, washer and dryer quit working and all switches in living room failed to work. The best part about this whole story is the temperature was over 120 degrees and they didn’t even ask if I needed a hotel room or anything they just cared more about there crew to quit early and go home. I complained to their department and what they offered me for their inconvenience was a $50 gift card ha-ha. Let’s add up what they should have offered, lets take a cheap hotel at a $100 a night should be $500, then add in an for my AC guy to come back out and re-inspect unit and re-do work $500, finally call and electrician to just come to my house to re-inspect fuse box wiring $500, that’s a total of $1500 and not to mention I didn’t even put food in and all they offered was a $50 gift card.

  

  Business Response

  Date: 10/11/2023

  We have contacted the customer directly and we have already resolved this matter. He is happy with the outcome and has agreed to close out the complain

• Initial Complaint

  Date:02/07/2023

  Type:Product 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.

  In July of 2022, I was approached by a salesman for Helio Solar Power. I asked some questions, he answered them, and I liked what he told me. Unfortunately, alot of his information, was false and fabricated to make the solar panels seems like a better investment than they have turned out to be. Where to begin. First his timeline was completely and utterly inaccurate. He promised that within 60 days my panels would be installed, and within 90, everything would be fully operational and I would be reaping the benefits. It is now Feb 2023, and my solar panels are not operational. They are roof ornaments at the price of $43,000. Next he assured me, that my system would qualify me for 21k for my REC's, the system would produce. I pointedly asked him, how accurate is this number. He stated that it would be 21k give or take a couple hundred dollars, that the number was accurate. Ok so my system produces 18.8 CR a year, which is rounded down to 18, the contract that I was paid for was 21CR/YR, meaning, I will have to payback 3CR per year, or roughly 200/yr for 15 years, which equates to 3,000 dollars. The REC credit was for 16k, not 21k, then you minus the 3k I have to payback, and basically it is a whopping 13k, that is 8k less than I was promised, give or take a couple hundred. The salesman intentionally deceived me to get the sale. So here we are 7 months later, still do not have solar panels that do anything besides take of space, and the owner who promised to fix the issue, will now no longer respond to my calls or emails. I feel like I have been scammed.

  

  Business Response

  Date: 06/15/2023

  Unfortunately, we had many issues with the city and the utility company to get this project approved and completed. We were finally granted completion on March 3, 2023 and the system was turned on officially on that date. On average, a typical system is installed within 90 days, and then PTO is granted 30-60 days after installation. This project was sold on August 2, 2022, permits were approved on September 15th, and the project was installed on October 7th. This was within a typical solar system average install window. The issue is that the installation requirements are different for every city, and this was our first project in this jurisdiction. We have had to go back to the property multiple times to correct issues that neighboring city's have no issue with. This unfortunately delayed this commissioning date significantly. We are at fault for not knowing all the installation requirements at the time of install, but this has been rectified and the client has a fully functioning system.

  This biggest issue in the complaint is the promises his solar sales rep made to make the sale. Helio Solar Power does not sell its own systems. We rely on outside independent sales companies, who sell for multiple other solar installation company's, to sell our systems. In regards to rebates and credits, all of our proposals stipulate that "The data provided in this proposal is a preliminary estimate and does not represent a binding agreement or obligation. No party provides and guarantees, warranties, or representations regarding the production, utility rate increases, or any other data in this sales proposal. This proposal is a preliminary estimate and not an approval for financing. [1]". SREC's are based on production. The proposal can only provide a rough estimate based on preliminary figures. Once we do a site survey and have a clear mapping on irradiance and production, these numbers can either increase or decrease. In Mr. ****** case, his numbers decreased. We made a calculator available to all of our reps at **************************** to show these values more accurately outside the automated proposal. It is the sales rep duty to make that clear to the homeowner. Because of the issues with this specific rep, we had to implement new procedures in our onboarding process to reiterate this information, we also terminated our independent contractor agreement with this company.

• Initial Complaint

  Date:12/13/2022

  Type:Order 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.

  I was sold a Solar Contract by ********************* a representative of Helio Solar with a competitive bid of $3.65 kwh, a competitor bid $3.70 kwh (Legacy Solar). It was promised to be installed by the end of July 2022, it is now December 2022 and it is not installed. There have been many discussions because there was no communication from Helio Solar until they started to install it at the end of November. The contract was signed for them to complete all work including clearing of any trees that would interfere with the Solar efficiency. I told them from the start the tree in front of the house should not be touched as it is the main shade tree of the house and they installed Solar panels behind the tree. They also installed 26 panels on the ********* of the 3 car shop which gets very little sunlight. 8 trees were removed for the Solar which I agreed to. The plans which I never saw before installation shows about ***** trees to be removed including the tree that I told them would not be removed. The plans which I never saw prior to installation also installed Solar panels on my house behind the shade tree I said would not be removed and 26 panels installed on an ********* of the 3 car garage that gets very little sun which I never approved. The guaranteed production is now only ****** kwh which takes the price I pay for the system is now not competitive and $6.49 kwh. The owner **** says if I want the production to be what I wanted I have to remove the tree I said I would not remove! The 3 car shop was without electricity for 2 weeks because they stop work every time they start because they are missing another component they didn't order. Construction has started and stopped 4 times now. They now have stopped construction with an open trench for wiring that has been open for 3 weeks which is a lawsuit waiting to happen. The owner is now refusing to finish the system unless I sign off on reduced production based on their installation which I never approved.

  Customer Answer

  Date: 12/15/2022

  Better Business Bureau,

  *****************************

• Initial Complaint

  Date:11/17/2022

  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.

  ***** ****** *** ********** Ameren Illinois
  
  Attached is Ameren’s response to *** ********* ***********. Per the direction of the Consumer Services Division, the utility company has provided information about the complaint you described. A review of both the information you provided and the company's report, does not indicate that the company has violated any rule, regulation, or filed tariff approved by this Commission.
  
  Although it does not appear that we can be of further assistance in this matter, please contact me if you have questions regarding this correspondence.
  
  October 18th email
  Three things, Ameren came out and shut off our solar due to a missing plaque of some sort. Second we have not heard anything about the financing that was supposed to be paid for the trees and utility bill. Third Ameren placed a lock on our meter so it can’t be turned back on until the said plaque is installed. This has not been a pleasurable experience and from reading the contract I definitely feel that this has not followed the alignment of the contract. Please respond promptly to this matter as immediate assistance is requested.

  

  Business Response

  Date: 01/25/2023

  We resolved the complaint with the consumer already.