Complaints

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

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  Top Tier Solar Solutions, LLC

  1530 Center Park Dr Charlotte, NC 28217-2911

  
• 

  Top Tier Solar Solutions

  5301 E Princess Anne Road Norfolk, VA 23502

• 

  Top Tier Solar Solutions, LLC

  11080 Air Park Rd Ashland, VA 23005

• 

  Top Tier Solutions LLC

  8197 Euclid Ct Manassas Park, VA 20111

• 

  Top Tier Solar Solutions

  11923 Tramway Dr Blue Ash, OH 45241

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:12/13/2023

  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.

  Our solar panels were placed in an easement on our property owned by ************ My wife has made numerous calls to the company to try to have the panels moved out of the easement and onto our house so we don't get sued by ************ We've even offered to pay for the move even though we feel that it isn't our responsibility to do so. The lady that keeps answering the phone at Top Tier Solar just keeps saying, "upper management is handling it". However if Top Tier is "handling it", they have made no contact with me about it. Also, *********** states they will not talk to anyone but the home owners, and they keep breathing down our necks for a resolution. We had a high opinion of Top Tier Solar up to this point. Then, we feel like the ball has been dropped. We just want these panels moved immediately out of the easement. We say immediately because we have been calling for several months. Time is running out for ************

  

  Business Response

  Date: 12/18/2023

  We are working with this customer directly in conjunction with **** to resolve this issue for this customer. We spoke with this customer immediately after receiving this review and proposed a few options to get this resolved. Additionally, we are working with **** personally on this customer's behalf. 

• Initial Complaint

  Date:11/29/2023

  Type:Sales and Advertising 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.

  After an extremely frustrating 4 month long installation and inspection period for our system with a number of issues along the way, we are not producing enough power to offset our electric use. We are now paying for our solar panel system and still having to pay an electric bill on top of that. We have had one month of no electric payment. We were originally told the system may struggle during the hottest months of the year, but we are still not producing enough power now that the heat is running in the start of the colder months. As it gets even colder Im sure our electric bill will raise even more. We have ended up paying more per month for solar panels and electricity than if we just stuck to electricity alone.

  

  Business Response

  Date: 12/01/2023

  Upon receipt of this complaint, we immediately contacted this customer to further investigate his concerns and see how we could provide some clarify and resolution. During the call, this customer confirmed that their concern is that their new utility bills are slightly higher than what was estimated on the proposal. We did review his production with him in the portal and what was input in his proposal and explained that his system is on track to meet the annual production estimate. ****************** offered to send his utility bills so we can review his consumption side of his proposal but he is aware that his system is performing properly. We are continuing to work with this customer and dedicated to ensuring a good experience with their system.  

  Customer Answer

  Date: 12/04/2023

   
  I am rejecting this response because:
  We were sold a system that would produce more electricity than we used based on their salesman and engineers design. We currently have still used more energy than we have produced for all but 1 month that our system has been on. We are now paying for a solar system and still paying to import electricity, which is costing us more than if we has just stayed with no solar. I have sent my electric bills as I was asked to due over two business days ago and still have no response from Top Tier. All we are looking for is a system that produces more power than we use, just as we were told we were buying by Top Tier themselves. 

  

  Business Response

  Date: 12/13/2023

  We have contacted this customer directly and were able to come to a proper resolution for this customer that settled their concerns.This customer is in direct contact with our General Counsel, Director of Customer Success and Director of Public Affairs to ensure that this is completed for this customer. 

• Initial Complaint

  Date:11/21/2023

  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.

  1) We inquired about solar panels with this company back in August. We decided against this and took all precautions necessary to cancel everything. However, engineers still showed up to our house and if my husband had not been home they would've been installed against our wishes (as we did not have to be home for initial install). 2) We continued to receive things from them (lower priced quotes etc) attempting to get us to change our minds. This is no big deal.3) This is my biggest issue they still sent our information out and I have now received a $65,000 bill for something I did not receive. How can you bill for something you did not do? I have reached out to this company and have not received a resolution yet. I am not happy and would not recommend this company to anyone, very unorganized, not to mention shady they would bill for services not rendered.

  

  Business Response

  Date: 11/22/2023

  We have contacted this customer directly and explained that their loan was successfully closed out and cancelled. No money is owed by this customer and this has been resolved. 

• Initial Complaint

  Date:11/16/2023

  Type:Sales and Advertising 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 husband and I first got solar installed in February. We got enough panels to produce 86% of our energy usage based on the previous year. We continued to get electric bills and we were told it was being looked into. Top tier sent a crew to cut some tree branches in hopes to help production. When the original people came and sat down with us the trees was one of my main concerns, however we were reassured that the sun would hit all panels throughout different times of the day and it would produce sufficiently. She even said she reached out and asked a supervisor. It still didnt. Later this year we added more panels and a Generac home generator. The amount of production was now supposed to be 170% of energy we consumed the previous year but we are producing less than before and paying higher electric bills. Now we are paying two loans, $329 and $186. And also we are paying almost the same for electricity as before too. We need to get this figured out because we have 43 panels on our roof and should be producing 170% of energy but arent even bringing in 50% some days. We also should be reimbursed for the electric bills we have had to pay which are: March-$149.46. April-$81.81. May-$105.19. June-$148.70. July-$184.93. August-$170.93. September-$132.54. October-$142.87. November-$161.87 **************** has been contacted multiple times and I am always told they are aware and are looking into it. We should be producing properly if we are paying $100,000 in loans and $600 monthly for the payments. Please come cut down trees or do whatever is necessary to fix this problem moving forward. You guys came knocking on our door and we trusted the company and their honesty.

  

  Business Response

  Date: 11/22/2023

  Leaders at Top Tier are working directly with this customer to resolve their concerns. Our Senior Manager of Customer Support, ***, has spoken with this customer and escalated it up to leadership. Once we have more information regarding the option of tree trimming (after the holiday), we will call and communicate to the customer and work with them. We are dedicated to this customer and their experience. 

  Customer Answer

  Date: 12/01/2023

   
  I am rejecting this response because:
  The trees definitely need to be addressed so I am happy to hear they are trying to figure that out but a couple months ago we would be producing 10kw at peak time of day and now we barely hit 5kw at peak a day. There has to be another reason that had also caused production to drop because there are less leaves on the trees now than there were back then. If the trees were the only problem we should have gone up in production since the changing seasons have caused all leaves to fall and help let more light shine through. I dont understand how we could go down in production so much when nothing else has changed. Our production is 50% or less each day now when we have enough panels for 170%. We also want a reimbursement for all of these months of electric bills we have had to pay on top of the $600 in loans. There should be no reason our electric bills are over half of what we paid before solar. We just want to produce what was agreed on and what we are paying so much for. It isnt fair to knock door to door for business and then take our money and leave us in this situation for so long. I shouldnt have had to take this route to get a response but I am tired of months and months going by and I keep being told we are looking into it. 

  

  Business Response

  Date: 12/11/2023

  We have called this customer and are working with them directly to resolve their concerns. 

• Initial Complaint

  Date:11/16/2023

  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.

  There is a problem with the company Top Tier turning on the solar panel and connecting ************ Several calls to the company did not help at all. Several times I have asked for a list items that I am paying for and I did not receive a response.

  

  Business Response

  Date: 11/22/2023

  We have attempted to contact this customer via phone multiple times to no avail. However, we sent this customer an email with the requested cost breakdown and additional information about their system. This customer had a service call that took place on 11/9 to address some of their concerns and are now awaiting inspection of their system. After the system passes inspection, their system will be ready to activate and operational. Our staff works directly with their utility company to get this connected and activated on the customers behalf.  We are working directly with this customer and are dedicated to getting their system completed successfully. 

• Initial Complaint

  Date:11/09/2023

  Type:Sales and Advertising 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.

  On 1/17/2022, we signed a contract for solar panels with Top Tier Solar Solutions. We financed it through the company. We provided them with several months of ************** bills. They took drone footage of our house. Based on these things, the contract esimated that we would produce more electricity than we used. Our contract included a new roof and spray insulation. The panels have never produced anywhere near the amount of electricity that we have used. We have reached out to the company a few times. Recently, I have reached out again, and they have not responded. We would like to terminate the contract.

  

  Business Response

  Date: 11/15/2023

  Were sorry to receive this complaint. Top Tier Solar Solutions has tried multiple times to work with this customer, but unfortunately, the customer remains uncooperative. The system was installed on 2/28/22 and passed the inspection on 7/27/22 with the system being activated the next day. Additionally, incentive checks were paid to this customer for the months of April and May. On 3/7/23 we attempted to call the customer based on a complaint we received but they refused to speak over the phone and requested email correspondence. Their largest complaint is that the system is not accomplishing what was promised but without us being able to service or see the system's performance, we are not able to move forward with a resolution. They stopped allowing us to service them on 3/8/23 via email to attempt to get their system reporting to the enphase portal.  On 10/20/23, they finally sent us their utility summary but not the bills that we requested to understand their complaint better. That was the last contact we received until this complaint. As repeatedly told to this customer, we are more than willing to work with this customer to address their concerns, but are unable to do that without their cooperation.

  Customer Answer

  Date: 11/18/2023

   
  I am rejecting this response because:  it is not accurate.  It is true that we asked to communicate going forward in writing because we were tired of being told lies, so we wanted things in writing for proof.  We asked NUMEROUS times to have the app installed.  All of this said, if they are able to get the system working at least close to what we were promised, with the app so that we can monitor it, we would be happy to continue with the contract.  If they want to reach out to us in writing- ************************* to try to get that going, we woud be happy to cooperate.  I will see if I can get copies of past recent electric bills from the company.
  
  

  

  Business Response

  Date: 12/01/2023

  Upon receipt of the latest response in this correspondence, we contacted this customer via email as requested in their response. We have set up a service appointment for a full system check for this customer for 12/1/2023. We are in frequent communication with this customer and are working directly with them to resolve their concerns. 

• Initial Complaint

  Date:11/08/2023

  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 have agreed to purchase a solar system for my home, I also paid $19,000 in cash. It was supposed to be installed on 11/6/23. Installers arrived missing hardware (railings) for the installation. Everything was supposed to be installed in one day. Contractors left at 6pm saying that someone would be in touch to reschedule the rest of the installation, Today (11/7) they are in no hurry to finish the job they were supposed to have finished yesterday. Im being told that the next available appointment is a month from now.

  

  Business Response

  Date: 11/13/2023

  This customer's initial installation of his system was successfully completed the first day. However, this customer's system had a battery included which needs to be installed by a specific more technically skilled member of our team. Because of this, our installation crew successfully installed the solar system and we had to schedule the battery installation for a different day. The battery was successfully installed on Friday, November 10 and the entire system has been successfully installed. We apologize for the miscommunication and are dedicated to this customer and are excited to get their system turned on for them.   

• Initial Complaint

  Date:11/03/2023

  Type:Sales and Advertising 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.

  Top tier put the panels on my roof 5 days before they had the building permit ! The last 4 panels were put in the shade ! The installers new it and they did it anyway ! Had hole in wall for 5 months before they fixed it ! Every date they give me to move panels keeps getting moved , this is been going on for a long time ! When ever you talk to some one they alway blame some one also and no one now anything ! Was told they would pay our elect bill intill everything got fixed ! That happened one time ! And the sales man who sold us the unit told us we had to make up our mind that night we could not look into other company we had to tell him right then !!!

  

  Business Response

  Date: 11/06/2023

  We do apologize to this customer. Our Senior Manager of Customer Success, ****, has been in frequent communication with this customer. The customer had drywall cut during install, but it was just repaired fully on 11/4/23.  The customer received PTO on 9/18 and when we went to energize his system on 10/3, they complained about 4 panels being installed in the shaded area of his roof, despite the system being installed per design that was approved by the customer at their consultation. That day, we were able to approve panel relocation. On 10/17 **** reached out to secure the date of 10/30 to relocate the panels, but unfortunately on 10/30 we were short staffed and rescheduled the panel relocate for November 24th. In addition the customer continuously complains that we "installed without a permit) which **** has explained that the date on the permit does not always reflect the date that the permit was approved. It is important to note again that the install was installed according to design, but we approved the relocation due to shading. Its our mission to provide the best possible experience to our customers and we are committed providing that for this customer. 

• Initial Complaint

  Date:11/03/2023

  Type:Sales and Advertising 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 company continually solicits in our HOA. The entrance (only 1 entrance and exit to the community) is clearly posted with No Solicitation signs. They have received a solicitation permit from the *****************, but still must obey the the No Solicitation signs that are posted and do not. Not only that but they solicit over and over again, day in and day out to the same homes as late as 8 pm at night, waking people up! The ***************** has contacted them regarding this and they did stop for about 30 days but are back at it and have been at our house every day this week except Halloween night.

  

  Business Response

  Date: 11/06/2023

  We do apologize to this customer for any frustration. However, our sales representatives do not solicit or sell anything. They *********** to inform homeowners of the benefits of solar energy and provide them with more information if interested. Additionally, our representatives wear identifying clothing so if a homeowner is not interested in hearing from our representatives, they do not need to answer the door. Lastly, our representatives canvass neighborhoods between the hours of 8 a.m. and 8 p.m., which is a reasonable timeframe to operate. 

  Customer Answer

  Date: 11/07/2023

   
  I am rejecting this response because:

  the legal definition of solicitation is:

   

  solicitation
  /s??***?'taSH(?)n/
  
  
  noun
  noun: solicitation; plural noun: solicitations
  1.
  the act of asking for or trying to obtain something from someone.

  Therefore, they are soliciting. They are asking for our time and attention as owners to listen to them. And when we have told them once, twice, three times that we are not interested they continue to come back. If that is not the definition of solicitation then I don't know what is. 

  Furthermore,  according to the information I found online via the *****************, Section ****** people are not permitted to disturb private owners after 7 pm. 

  
  

  

  Business Response

  Date: 11/13/2023

  We have over 350 independent contractors who work as sales representatives throughout North Carolina, South Carolina and Virginia. We cannot control which specific doors our representatives choose to knock on. As previously stated, our representatives wear identifying clothing so if a homeowner is not interested in hearing from our representatives, they do not need to answer the door.

• Initial Complaint

  Date:10/31/2023

  Type:Sales and Advertising 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.

  Top tier quoted us a fixed price for our energy needs 158 for the panels and a $20 monthly connection fee from Duke. Well we are still receiving bills fro Duke anywhere from $100-200 a month. We now are paying more than ever. We have complained directly to customer service multiple times and were told they would escalate the issue. Then we were told they would remove trees from our property that were obstructing the panels that was 4 months ago

  

  Business Response

  Date: 11/03/2023

  We're sorry to receive this review and for any inconvenience or frustration this customer may have experienced. We are working closely with this customer to try to get his system to produce where it needs to. We are providing complimentary tree trimming to him to drive down the shading and maximize his production on November 8, 2023. We are dedicated and committed to this customer. 

  Customer Answer

  Date: 11/04/2023

   
  I am rejecting this response because:
  I want reimbursement for the payments to Duke well above what I was promised 

  

  Business Response

  Date: 11/09/2023

  Top Tier Solar Solutions contacted this customer via phone on 11/7 to get further clarification on this rejection. During that call, the customer stated that they felt that addition to the complimentary tree-trimming services Top Tier provided them, they should also be *********** reimbursement for all the payments they made to their utility company from April to November. Top Tier asked for this customer to provide us via email copies of all of the utility bills they have received since April 2023 so that we could adequately review the amount of power they are using to see if it qualifies for a reimbursement. However, this customer has not provided us this information. Additionally, the tree-trimming service occurred yesterday, 11/8, and we will continue to monitor the system now that it has been completed. 

  Customer Answer

  Date: 12/27/2023

   
  I am rejecting this response because:
  

  **See attached**
  

  They stated we did not send them requested bills for ****. We did send them and have not heard anything back from the company.
  

  

  Business Response

  Date: 01/02/2024

  Top Tier Solar Solutions has contacted this customer directly and scheduled a service appointment to review this customer's system and personally address their concerns as it pertains to their system. We are working closely with this customer to resolve this issue. 

  Customer Answer

  Date: 01/03/2024

   
  I am rejecting this response because:
  A technician did come out to inspect the system but we have yet to see if the problem is fixed it yet to here back about reimbursement for moths of overage on utility bills

  

  Business Response

  Date: 01/09/2024

  We contacted this customer via phone on a recorded line and spoke through the analysis from the technician, and additionally, walked through next steps. This included what Top Tier Solar Solutions is prepared to compensate this customer and do to address the concerns he has about his system. We are maintaining continued communication with this customer and continued examination of his system.