Complaints

This profile includes complaints for BYLD, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  BYLD, LLC

  1213 W Morehead St Charlotte, NC 28208-5576

  
• 

  BYLD, LLC

  3250 Green Park Cir Charlotte, NC 28217-2853

  

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:05/06/2025

  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.

  BYLDBETTER/ROGUESOLAR Co./NC. Installed solar panels on our home on Dec 17, 2024. Feb 4, 2025, HENRICO OFFICE OF BUILDING CONSTRUCTION told me BYLDBETTER/ROGUESOLAR failed the inspection with 2 infractions.1. A 2nd ground wire was installed in our home, and it needed to be removed. It could cause problems if our home had a surge 2. Failed to supply the Inspector with the Sunshade Analysis Feb 6, 2025 I contacted the company about the failed inspection and was assured the home was safe February 11, 2025, a tree branch fell onto our roof. As our insurance inspector was assessing the damage to our gutter, he informed us that one of the solar panels was also damaged.On Feb 14, 2025, I sent a text telling BYLDBETTER and ********************* that we wanted the contract voided because of the breach with the failed inspection. I received a call from a representative who said he would contact the CEO and told me I would receive a call back later that day. No call back, no phone call, and no email. I did not hear from BYLDBETTER until Mar 13, 2025, when a truck pulled up unannounced and attempted to leave some papers on the property. I told him no, we haven't heard from your company since Feb 14, 2025.He called a representative, I spoke with him, and he informed me that we would be responsible for the damaged panels. The solar system hasn't even been connected yet.BYLDBETTER representatives misled us when I asked if ******** had any other incentives besides the tax write off. They told us ******** is not as friendly when it comes to installing solar panels as other states. We no longer believe or trust anything they say.They showed us no respect. We feel they saw an opportunity to take advantage of a Senior Citizen Family. We were provided inaccurate information, which prevented us from making an accurate decision on the benefits of solar panels as an option to reduce our energy burden. BYLD has now sent threatening emails to put a lien on our home.

  

  Business Response

  Date: 05/15/2025

  We have been communicating with Mr Reel and his daughter inlaw outside of the BBB platform but will update here now. BYLD is anxious to get Mr. Reel' system up and running.  Mr Reel's failed inspection did not cause any safety issues to his home.  In fact it is our belief the inspector got it wrong and we were hoping to call in the reinspection so we could talk him through the wiring. That is when we were turned away and not allowed back on his property to get his system inspected. 

  This is what we have proposed doing in order to address Mr. Reels concerns:

  - Inspect his roof for any damage caused to the solar system by falling tree limbs.  We are willing to do a one time replacement if there are any broken panels.

  - We had a licensed tax firm that specializes in helping homeowners realize the full benefit of the solar federal and state tax incentives give Mr Reel a call to walk him through any concerns of him not benefiting from these.  Mr Reel turned him to talk with his daughter inlaw.  From what I understand the daughter inlaw did not allow the tax specialist to explain and only accused him of trying to take advantage of a senior citizen.   We paid for this service to help resolve this concern and they did not give the specialist the time of day.  Mr Reel. wouldn't even take the time to talk to them himself.  I am happy to reschedule that call again if desired. 

  - The proposal that Mr Reel signed gives an estimated yearly production value.  This production was estimated by a industry wide trusted service.  It is our belief that Mr Reel's system will produce with in a given tolerance what is projected.  If it doesn't after the first year Mr Reel can call us back and we can work through how we get his production to where it needs to be.  In order for this tom happen we need to be able to finish the proper inspections and be given authorization from his utility to turn his system on.

  I believe these items address all the concerns that have been given.

  Customer Answer

  Date: 05/19/2025

  Rejected:  Summary of Facts: The BYLD contract does not have a valid address and the incomplete address on the contract does not match the address on file with the Virginia State corporation commission, while it does not invalidate the contract it shows that it was not executed in good faith. The conversation between Erika (daughter in law) and Mr. Grayson where he states he was employed by BYLD LLC, enforces that contract involved illegal activities when he asked us to “finagle” to receive a tax credit from the IRS that we were not entitled to. Based on this and the failure to install the system as stated in their contract we are asking that the contract be voided and the panels be removed from my home. The attached contract will show that there are black bars over important financial information. The information that was blacked out did not match what was told to me verbally and did not allow me to make an educated and informed decision on the contract i signed due to lack of important information. Based on the calculations I would not see a benefit from the solar panels until 31 years from now. I am 72.

   

  
  

  

  Business Response

  Date: 05/28/2025

  The contract between BYLD and Mr. Reel remains valid and was executed in good faith.  The contract has accurate information pertaining to total costs and projected production numbers and savings.  There is a dark band where the amounts are totaled but you can still very clearly see what those numbers are. If the sales rep used the verbage "finagle" then it was just a poor word choice.  The tax benefits, not only singled to the 30% federal tax credit, are real and we have provided a licensed CPA who specializes in Solar tax credits to walk customers through how to obtain those. Even if Mr. Reel is retired as he says he is still able to take advantage of these tax breaks.  Mr. Reel was given accurate information on his contract and he signed this contract.  Never in the 3 weeks from the time the contract was signed to the time work was performed did Mr. Reel bring up any concerns or ask us to cancel.  At this time the work performed cannot just be undone without major costs ie. Installed attic insulation cannot be removed, the solar equipment that was installed can not be reused.  The reality is that Mr. Reel has a loan and loan payments that he is responsible for. Our goal is to find some way to move forward with Mr. Reel so he can start using his solar system and saving on his energy costs.
  
  
  Our Proposal Remains:
  - Mr. Reel allows BYLD to Finish inspections with jurisdiction and utility
  -  BYLD inspects solar system for any damage done by falling tree limbs and will fix/replace any items needed to be fixed/replaced
  - After 6 months of the system being turned on Mr. Reel and BYLD can look to see if production falls within a 10% tolerance of contract estimate. If it falls outside BYLD will look at options to remedy.  

  - BYLD will re engage licensed tax professional to walk Mr Reel through all the solar tax benefits

  Customer Answer

  Date: 06/02/2025

   
  
  I am rejecting this response because: 

  Reply To BYLD BBB complaint 
  June 2, 2025
  The contract between myself and BYLD is not valid. BYLD breached the contract when they failed the County of Henrico inspection and did not respond to me regarding the safety of my home and correcting the issues from the failed in a timely manner. There was no complaint until the failed inspection. Two weeks passed before we asked for the contract to be voided because of the breach. Even after the 2 weeks they still did not make arrangements to fix the failed inspection.
  BYLD staff did not provide me with accurate information regarding the installation of the panels. By providing inaccurate information my decision to buy was based on false information and promises. BYLD told me total system cost of $40,989.09 and subtracted the 30% federal credit of $12,296.73 and I got a total system cost of $28,692.36.  The starting payments are $156.10/month and will balloon to $223.35/month after 18 months if a pay down payment of $12,296.73 is not paid in full by then.  This is appears to be fraud because the 30% tax credit is also $12,296.73  From my calculations, after you deduct the 30% credit the remaining system cost is $28,692.  The $12,296 is not a refund.  The verbage “finagle” was not used by a sales representative but by a person hired by BLYD for $600 to see if they could get me a credit. Not a refund and he said he would not guarantee anything. Our decision remains unchanged. We want the system removed completely. We can discuss how to get that accomplished with BYLD. Therefore, their proposal is not acceptable.
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 06/10/2025

  The contract is still enforceable.  The safety of your home was never in question.  As this is your own opinion please stop referencing this unless you can provide a non bias expert witness to show how it was.
  In terms of the contract price.  You are correct in your assessment so I am unsure what I am refuting.  The contract specifically shows that the contract price is $40,989.09, then it shows that the 30% tax credit on that amount that you qualify for is $12,296.73.  Some people decide to pay their system down so they have a smaller monthly payment and others use that tax savings to invest in something else or to take a vacation.  It is completely up to you.  Nowhere in the contract does it reference this $12,296.73 as a refund but in multiple places states this as a tax credit.  We show your total loan cost if you decide to put that money towards paying down the solar loan.  We also make known in the contract that not everyone qualifies for the tax credit and to please consult with your own tax professional.  Again, you had plenty of time to review your contract, ask questions, or stop the work from progressing.  You did none of that.  
  Removing the system will be painful and costly to you.  That is why I say it is not an option.  The better option is to figure out a way to move forward.  I have initiated what I felt was a fair deal that you in turn rejected.  We are still anxious about having you join our list of smart happy customers that have made the decision to invest in solar.  I am open to hearing any other reasonable asks on top of what I have proposed, to help you be comfortable with finishing this project out.

  Customer Answer

  Date: 06/15/2025

  Your response is a clear example of unprofessional business practices. You again provided inaccurate info. I am not an electrician, I had no way of knowing my house was unsafe. The info. about my house was provided by the Henrico Co. Building Inspector, who issued the failed report. They told me directly that the ground post added to our home was not safe and must be removed. I contacted your company immediately. Your failure to promptly address the issue, and my genuine concern as a customer regarding the safety of my home, clearly justifies the breach of contract. I suggest you contact the building inspector, who can inform you of why he made the statement that the house was unsafe and show you the code used to come to his assessment, instead of calling me a liar. Our complaint regarding the tax credit remains unchanged. We have written confirmation from your staff stating we will receive a credit. The contract also requires a balloon payment equal to the amount of the credit. Since this is not a refund and we are living on a fixed Soc. Sec. income, where are we supposed to come up with $13,000 in 18 months? If we do not pay this, our monthly payment will increase. Our panels will not generate enough energy, resulting in a cost of $255 on top of our Dominion bill. The panels can be removed and reused. We contacted several companies that quoted under $400 per panel for the removal. Considering we were told we have to pay for future damages from the trees falling on the panels, there is no logical reason to have the panels. You assured us we were good candidates for solar; every company we have spoken to since said they would have NEVER put panels on our roof due to the trees. You provided inaccurate information about programs available in Virginia. If our home were a good candidate, we would have received FREE panels. You can have your ‘incentive to buy check’ back. You used our trust to mislead us and continually bullied and threatened us
  

  

  Business Response

  Date: 06/24/2025

  I am hopeful the BBB will deem this is our last response as it seems like we are now just going in circles.  We are happy to come to a reasonable compromise but the removal of your attic insulation and solar is not reasonable.
   -I reached out to the city inspector as you suggested, and he told me he does not remember telling you your house was currently unsafe.  He suggested it could be unsafe if the system is turned on.  The system is off and should not be energized until the city inspection and utility inspections is passed.  Getting your system to pass these inspections remain our top priority. Again, the inspection failure in no way voids your HIC.
  - The tax credit has always been represented in the agreement as a tax credit.  Meeting with the licensed CPA and tax credit expert that we provided will help you understand how you can take advantage of these credits. He can help you understand why going solar is a financially smart decision.  Even those that are retired and on social security can take advantage of these credits.
  - As part of Mr. Reel’s loan he also invested in attic insulation. We've seen that if habits stay the same this result on average in a 15-30% decrease in energy costs. That accompanied with your solar will bring your dominion bill way down.  We have hundreds of customers in VA that can attest to this.  The loan payment for your solar and insulation is not new news.  This has always been represented in the agreement.
  - If you want to share other companies that have state you are not a good candidate for solar I am happy to call and discuss their reasoning.  You have a great south facing roof albeit some shading.  We stand by our production estimate and as I stated previously, we will work with Mr. Reel if his system falls short of those production estimates. 
  - There are no programs that give solar panels for free.  Are you referring to a solar lease?
  - Our intent has never been to mislead or bully, we want you to feel happy in your purchase.

  Customer Answer

  Date: 06/29/2025

   
  
  I am rejecting this response because: We are grateful to BBB for providing this format.  
  For us, a reasonable resolution is the removal of all equipment related to the solar panels. We can discuss the attic insulation. 
  Concerning the County Inspection statement, the key words are ‘he does not remember telling us the house was unsafe’. That does not mean he didn’t make that statement. We are not seeking to pass an inspection. Again, we want the system removed. 
  We don’t need a tax expert; we already see additional expenses arising currently and in the future. This is a concern because we are retired and on social security. 
  More limbs have fallen, April 21, 2025, and June 19, 2025 (see attached photos). Luckily for us, they didn’t fall on the roof. We were told the solar panels would cut our expenses, but with all the trees surrounding our home, the panels should never have been installed.
  We are aware of the monthly payments on the loan; the new news is the balloon payment that would be due in 18 months. 
  We already shared the information on the other companies that said we are not good candidates for solar panels. Please refer to our previous information.
  We do not feel happy with this purchase because we feel we’ve been misled, bullied, and threatened. 
  
  
  
  

• Initial Complaint

  Date:02/26/2025

  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.

  Byld was contracted to install a solar system. This system was installed but not activated this has been an on going issue that as of yet, extended the time frame promised.

  Customer Answer

  Date: 02/27/2025

  Before Blyd the solar company installed the unit.  Inverter 1x ***************** 0.5 kW AC Efficiency 95.5% PV Module Array: 16 Long  Green Energy  Technology  400w (model LR5- 54HABBPV400M) 1 ******** ** Technology  aPower x [240v] They formed a blueprint to submit to the Hha, city, and **************** They failed to wait for *************** approval. The unit was supposed successfully  installed and activated within 3 months from date of sale based on sales rep ***** However experience delay with the third and final permit request with Dominion energy.  I personally email both to ensure with each feedback to prevent further delay. Reluctantly those attempts failed. I have a unit mounted to my home that I'm not able to benefit. I'm asking that they install the meter.  I'm requesting that Byld activate the unit and reduce the price since they went against their promised slogan with worryfree installation. 

  

  Business Response

  Date: 03/07/2025

  Good morning,

  Mr. ********* system has been given permission to operate.

  While we strive to always push projects along quickly while also ensuring the highest quality, we do also work with multiple third parties who have their own timelines and motivations. In the case of Mr. ******** the issue resided with the utility company and their policies.

  While there are no "promised" timeline on our projects, Mr. ********* project was still completed within the national average.

  We appreciate all of the communication that we had with Mr. ******* as we worked together to fulfill the additional requirements for his power company throughout the project and look forward to serving him as a customer as he takes advantage of the power he will be able to generate using his solar panels. 

  Customer Answer

  Date: 03/07/2025

   
  I am rejecting this response because:
  I was giving a time frame before installation. The install shouldn't have began until all three permits were granted.  They began before the ok was issued.  The said unit was stated to be completed before 2025 started in November after Thanksgiving to be precise based on Salesman ****. With the difficulty I began speaking with *** he changed the narrative to 6 months.  I'm  currently paying for the original price that *************** reduced down to 2.4 can't understand how that's is fair from the customer standing point.The company should have  waited until all three premit have been granted. They  discount it to benefit both parties. 

• Initial Complaint

  Date:09/05/2024

  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.

  So we got solar panels installed along with some other things . BYLD better solar has no way in getting in contact with them except for one person and lately its hard to get in contact with him . So my complaint is on the terrible communication and the numbers online not working/ nobody ever responds back . So were worried when something does go wrong in future then how are we going to get anything fixed because we cant get in contact with anyone . They have several other reviews on ****** with same issue

  

  Business Response

  Date: 09/21/2024

  We take our customer care very seriously and apologize that we haven't been able to connect.  I am wondering if you have the wrong contact info.  *********** phone number is **************?. If no one answers leave a message and we will get right back to you.  Our customer care specialist direct email is **************************************************************************. His name is ***.  You can send an email with an inquires to him and he will also respond with in ***** hours.  He is out until 9/24 but I will have him give you a call that day.  If you end up needing a service we will get you taken care of. Thanks.

• Initial Complaint

  Date:06/01/2024

  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.

  I have sent countless pictures and text to the company and workers. The porch on the back of the house has damaged to the screen, gutters are damaged under my gutters are damaged by siding damaged brick damaged and my yard is a muddy mess. My flowerbeds beside my house are a muddy mess. My driveway has red mud all over it and my sidewalk also. My detached garage still smells due to pressure washer was used and sprayed water underneath my garage door. AC units are also covered up completely while they were working on my house. One of them is making a noise now. Job needs to be finished and my property needs to be respected and fixed immediately. A significant price change needs to happen for my time and damages to my property. I am still find screws, pieces of metal and other things in my yard.

  

  Business Response

  Date: 06/27/2024

  This response was provided verbally to BBB.

  The business is slowly working with the consumer to get his issue resolved.

  Customer Answer

  Date: 06/29/2024

   
  I am rejecting this response because:
  **** ***** needs proper adjustment for damages (***** in damages) and yard needs to be fixed properly by lawn company not by people who do not know how to lay sod it will die immediately. Gutters, soffit and siding still need to be fixed. Pressure washing and sealing need to be done. 

  

  Business Response

  Date: 07/16/2024

  In response to this complaint we have worked with this customer to resolve any issues of damages. We accept responsibility for the gutters, pressure washing, sod and other damages caused by our team and have been in touch with multiple contractors in order to accommodate Mr. ********** requests. In addition, we have completed work on the customers solar project and it is currently in operation.

  The request for an additional $25,000 has been rejected as there is no reason for this item to be included in the repairs. This will not be paid, however, the customer was granted 6 months of solar payments as was agreed upon by him and his consultant. 

  Customer Answer

  Date: 07/18/2024

   
  I am rejecting this response because: gutters, soffit and siding still needs repair. Driveway and sidewalks need to be pressure washed and sealed. Ac unit needs to be looked at due to employees using as a table and now fan is making noise still.  Grass was not repaired properly and pipe in found was not removed beside sidewalk.  Brick ***** needs to repair damage to brick on porch. Damages need to be paid for damage done and my time dealing with issues. 
  
  

  

  Business Response

  Date: 09/30/2024

  BYLD Better has continued to work with Mr. ******** to address all of the concerns that have been discussed. Contractors have been in contact with Mr. ******** and are currently working to resolve the issues laid out in the rebuttal statement. 

  We are available to Mr. ******** when he needs to contact us directly and will continue to work to resolve the outstanding issues that have been agreed upon by us and the customer.

• Initial Complaint

  Date:11/15/2023

  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.

  I signed an agreement on April 18th with Byld Better to install 27 ******** made solar panels at a cost of $63,431.12. The solar panels are from a *************** named *****. They arranged financing with a year no payments. I was promised that the solar panel would provide enough power to completely cover my power bill which at the time was levelized to $208 a month. So far that has been nowhere near reality. My last bill cycle ending Nov 7th my bill would still been about $125. And if I was paying for the panels it would have been about $335. On September 27,2023 they offered to remove the existing panels and install 31 American made ********************. I requested to be called about that offer and never was. I did not want to accept that offer because I do not believe that will cover my power bill 100% either. I have had no further communications with the company even after several emails. I have also had communications with other solar companies that would have charged half the price I was charged and that the system won't ever produce enough to cover my power bill especially since the garage side panels are shaded by a pecan tree. At this point I would almost rather them come get them off my house.

  

  Business Response

  Date: 01/12/2024

  We have been in communication with ************ over the past couple days. There was a change to our corporate phone number, and calls were not routing properly.

  Our conversation today was very productive, and we are very confident that we will be able to find a proper solution for ************. There is a follow-up call scheduled for Wednesday next week 1/17/24

  **************** frustrations with the systems production are valid, however we will need to see a full year of production to know what the difference in production truly is.