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

  Garner, NC 27529

• 

  Top Tier Solar Solutions, LLC

  11080 Air Park Rd Ashland, VA 23005

• 

  Top Tier Solutions LLC

  8197 Euclid Ct Manassas Park, VA 20111

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:06/22/2023

  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.

  Top Tier Solar Solutions did a good job selling me on the benefits of installing solar panels on my home in November 2022. They installed the panels on my home mid-December and I started paying on my load in February 2023 (payment plan as most resi-solar companies provide). Top Tier has not completed the job. They have not been on-site to meet the ******** inspector. They have not replaced the meter in collaboration with ************ I've called and called to get someone onsite to finish the job. There were 4 scheduled dates to meet the inspecto and all were missed by Top Tier Solar Solutions. I am looking for this company to finish what they started to to pay for another resi solar company to finish the job. I've been waiting for 7 months with no resolution.

  

  Business Response

  Date: 06/27/2023

  First, we would like to apologize for any inconvenience or frustration that this customer has endured. At **********************, it's our mission to make the transition to solar as seamless and transparent as possible for homeowners, and we apologize if your experience thus far has fallen short of that. This system was previously assigned to a project manager who was let go from our company a few weeks ago due and this project has since been escalated to a supervisor. We have a manned inspection schedule for 7/14, and the new supervisor over this account has contacted the customer directly to let them know that everything is prepared for this upcoming inspection to pass and that getting this system completed as soon as possible is our main priority.

• Initial Complaint

  Date:06/20/2023

  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.

  Solar system installed on 2/15/23, our first inspection date was set for 3/9/23. The first inspection was failed due to Top Tier/s inspector not coming at the proper time. We were then scheduled for another inspection on 3/27/23. It wasn't until the day of our second inspection we were informed that our system would not pass based on photos of the install and required further repairs. Nobody was able to tell me why this wasn't caught before our first inspection date or why the install team doesn't know how to properly install a system. It took another day for my now second success manager to contact me to inform me that the first day for an inspector to come out was 4/26/23, an entire month from our now second failed inspection. 4/26/23 came around and nobody came out to make the required repairs. I was then informed we never had a service date for 4/26/23 and it is set for 5/9/23, nearly another 2 weeks. They came out on 5/9 to repair the system but were unable to complete the repairs even though I was informed they knew exactly what needed to be fixed beforehand. Another repair date was set for 5/23 and I was told there was no way anybody could come sooner even though it had already been 3 months since install. They finally come to make the second set of repairs on 5/23 and our inspection performed on 5/30. 5/30 comes around and we aren't actually scheduled for a **** inspector to come out for inspection but are actually scheduled for 5/31/23 with ************ inspector. The inspection finally passes on 5/31 and our system turned on on 6/12/23, just under 4 months from install. By the end of this process, it would take 4-7 days before I heard any sort of response from my success manager. I was constantly told incorrect dates and incorrect information. We are now stuck paying 2-3 months of both panel payments and electricity payments because this process took so long and Top Tier refuses to cover either payment while we pay double.

  

  Business Response

  Date: 06/23/2023

  First and foremost, wed like to apologize to this customer for any frustration or inconvenience they may have experienced. This customer was one of the first customers in the ****************, which we have found to be a very difficult place to pass inspection due to the specific intricacies they require. The multiple rescheduling of the inspection was not only from our company trying to adhere to the requirements set by the City of **** (which differ from most every other jurisdiction Top Tier Solar Solutions works with), but also due to conflicting schedules between this customer and ***************************** schedule. It was difficult to find a day that accommodated the customers busy schedule, but that didnt knock another customer off of our service teams calendar. Upon receipt of this customers complaint, our Director of Public Affairs contacted the customer via phone and had a good conversation with them where they were informed of the causes of some of the issues outlined in the complaint, and was issued a check to reimburse them for 3 months of their panel payments. 

• Initial Complaint

  Date:06/15/2023

  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.

  We met with a salesman on May 22, we agreed to a contract and were told we would have installation within 2 weeks. We then received a call from the project manager saying that they couldn't get someone out until June 14th to take pictures of the attic so engineers could figure out how to configure the panels. I had to contact the company a few times before and June 14th, no one had contacted us. We told them we would not need them anymore. I asked for a manager to give feedback and they said they had a system change, and offered more discounts. I feel like they just couldn't deliver on what we agreed to. Very frustrating!

  

  Business Response

  Date: 06/20/2023

  he sales representative who worked with this customer unfortunately never got the correct site-survey photos needed to move the system forward to installation like they should have upon meeting with the customers. The soonest we could schedule a member of our ****************** to go out to get these photos of the home was not for three weeks, which did not fit into the timeline the homeowner originally was given. Fortunately, we were able to talk with the customer and are able to progress this project forward with the customer through a new sales representative and project manager. We have used this as a teaching moment for all of our sales representatives and do apologize for any  inconvenience or frustration that *** have occurred, and look forward to getting this project completed smoothly. 

• Initial Complaint

  Date:05/31/2023

  Type:Sales and Advertising 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.

  Huge regret!! Timing is horrible! They give a time frame of between 11 and 2, they don't show up until almost 4p to start putting the panels on. When putting the panels on, they hit a wire, and fried my daughters bathroom lights and outlets, advised the electricians that day, said they see nothing wrong and left, altho, they knew it becuz they came running in the house to check it out as it happened. Told our project mgr, advised her of the issue, advised she would get someone there to get fixed. We were given a date to fix it, that date was canceled, given a new date, it took over a month to fix the problem, and when the tech came out, my daughter asked if he knew why he was there and he said "not really." We've had our panels turned on since April 10th, we just got an electric bill for $88 on top of our bill for the solar panels of $281. Because my husband is Military, we were told that we would have 12 months of Top Tier making the payments. I was just told that came off the amount we will owe for the panels. We have no contract that is showing that amount being deducted. And our payment is still $281 which tells me it has not been deducted. The only deductions are the tax deductions for the next 4 or 5 years. The panels are still not connected to the internet, they were suppose to come today, 20 mins. after I sent a text, and asked if they were still coming, I got a call stating they are rescheduling for June 8th. You never get an honest answer from them, it's 100% bad business! When we had trees cut down, it took two times for them to get the job done right, and they still left a huge mess in our yard, that we have to clean up, both my husband and I have bad backs, so not an easy task! Calls and texts are sometimes not returned. We had x-tra panels put on to accommodate for out buildings, but was just told we might be using more energy than our panels are producing on our home only, so we will have an elec. bill and solar panel bill! So much for saving money! Would love to share pics, but won't allow me to.

  

  Business Response

  Date: 06/06/2023

  First, we would like to apologize for any misunderstanding or inconvenience that *** have been experienced. We have attempted to contact this customer to no avail, but would greatly appreciate the opportunity to further discuss their concerns on a phone call and see if there is anything else Top Tier can do to help ease their complaint. Our records indicate that this customer was installed on March 13, and got their system activated on April 3, which is a spectacular turnaround time. The service that was rescheduled as outlined in this complaint was to commission the system and was not for any service or repair. Additionally, by "connecting the panels to the internet" means that once the system is commissioned, you can monitor the production of your system on the Qolsys panel provided with your system and does not have anything to do with the actual production of the panels. As for the bill, Top Tier Solar Solutions does have the year of payments on our incentive list and attempted to contact this customer on June 5, 2023, to inform the customer of how the money would be coming to them, but they did not answer. Nonetheless, Top Tier Solar Solutions is paying for the incentive that was offered to them. As for the power bill, most power companies bill in arrears, so the bill should start to account for the ********************** system in the next month or so as it starts to catch up to the time of your system activation. If there is a discrepancy once your bill starts to account for the **********************, please call us at ************** so a member of our Customer Success team can assist you further at that point. Additionally, we reviewed our call logs and show that every call and text to this customer was promptly answered or returned by our Customer Success team. All of our records indicate that overall this project was done very smoothly. However, we do sincerely apologize for any frustration, misunderstanding or inconvenience that this customer *** have experienced. 
  

  Customer Answer

  Date: 06/07/2023

    Some info. provided is true, resp. to me through text mess. about paying for our yr. sent on 6/5 didnt constitute a response. responding in a timely manner if a month later is timely  I am confused!  Pics. were sent to the company in ref. to the wiring.  I have text mess. between me & TTSS advising them of the repair issue.  I was advised it would take over a week for them to come & repair the wiring, advised that was unacceptable-they bumped it up by 2 days.  they were suppose to come & never showed up & the excuse given was they needed to order a part as the lady stuttered over her lies stating it would be over a week before they could come out and fix it.  When they did get here the guy had no idea why he was here, not until my daughter told him, his response to that was, oh yeah they did say something about that!  TTSS was informed from the time it happened that the outlet no longer worked in the bathroom.   I have text messages advising TTSS that the wiring was hit & the light/outlet didnt work.  The trees, They were to be cut down & the stumps ground up, had to text & take pictures to send them & say how horrible it looked with the stumps still there.  A couple of days later they came back out & finished but leaving all the mulch piled in the yard left for us to clean up. I HAVE texts, pictures & proof of the lies you are trying to dispute!  Our panels were turned on April 10  I assumed the bill would have been paid up & not in arrears at this point. As far as our panel goes, we are unable to look at it because we have no way of logging into it, we were told that we had to log out of our ADT account to log into our TTSS account?  Have someone come & show us how to sign on, a good business would not leave people hanging. we were suppose to have TTSS come out on the 31st of May had I not text & ask if they were still coming we would have never been told that they werent coming, no explanation as to why not,  just that they had to reschedule for **** 8th.
  
  

  

  Business Response

  Date: 06/20/2023

  A check was sent on June 5, 2023, to ******************************* for $4,000, and our records indicate that the check was cashed. The customer success representative who spoke with the customer also let them know that the bill they sent in did indicate that power was being exported to the grid, so their panels are active and gave them the customer support number for direct contact if they have any additional questions moving forward. The customer has full access to be able to monitor their panels through the Enphase Enlighten app and does not have to log out of their ADT to see it. The customer has not reached out for these questions. The electrical issues outlined in the complaint were addressed and resolved during a service appointment on May 3, 2023, to the customers home. The customer confirmed during a phone call with one of our service call dispatchers that the electrical and wiring issues were resolved. Additional service for this customer occurred on June 8 to get the system connected to monitoring, which was successful. As for the tree stumps, our roofing company completed this service for this customer. As per their protocol, mulch is typically left after the grounding of a ***** unless otherwise indicated by a customer. All records indicate that this customer did not indicate for the mulch to be moved elsewhere, so as per protocol, it was left. If the customer had an issue with this, we would have been more than happy to come out and address the removal of the mulch and apologize if this was not communicated properly to the customer. Our records indicate that there has been no further communication from this customer since the service on June 8, 2023. The customers system is turned on, producing well, and connected to the app so that the customer can monitor its production.  Should the customer have any further concerns or issues regarding their system, we are more than happy to do whatever is necessary to work to resolve any problem.

  

  Business Response

  Date: 06/20/2023

  Date Sent: 6/20/2023 2:33:26 PM
  A check was sent on June 5, 2023, to ******************************* for $4,000, and our records indicate that the check was cashed. The customer success representative who spoke with the customer also let them know that the bill they sent in did indicate that power was being exported to the grid, so their panels are active and gave them the customer support number for direct contact if they have any additional questions moving forward. The customer has full access to be able to monitor their panels through the Enphase Enlighten app and does not have to log out of their ADT to see it. The customer has not reached out for these questions. The electrical issues outlined in the complaint were addressed and resolved during a service appointment on May 3, 2023, to the customers home. The customer confirmed during a phone call with one of our service call dispatchers that the electrical and wiring issues were resolved. Additional service for this customer occurred on June 8 to get the system connected to monitoring, which was successful. As for the tree stumps, our roofing company completed this service for this customer. As per their protocol, mulch is typically left after the grounding of a ***** unless otherwise indicated by a customer. All records indicate that this customer did not indicate for the mulch to be moved elsewhere, so as per protocol, it was left. If the customer had an issue with this, we would have been more than happy to come out and address the removal of the mulch and apologize if this was not communicated properly to the customer. Our records indicate that there has been no further communication from this customer since the service on June 8, 2023. The customers system is turned on, producing well, and connected to the app so that the customer can monitor its production.  Should the customer have any further concerns or issues regarding their system, we are more than happy to do whatever is necessary to work to resolve any problem.

  Customer Answer

  Date: 06/22/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint.  The money was sent, electric issues were completed!  Never did I say these things didnt happen, what I said is that the service was scheduled, cancelled, rescheduled it took a month to get it repaired!  The check came only after we made a complaint with the BBB, TTSS couldnt see if our panels were working because they werent connected to our internet.  That just happened in June weve been hooked up since April.  I have reached out multiple times, again through text and calls!  I have all my text messages still!  It took our project manager almost a month to get back to us.  Yes we now have a customer service number thankfully, but again it took me contacting the BBB to get this done!  Who leaves a mess behind and why would one think a business has to be told to clean up after themselves.  Why would I need the mulch, which is filled with dirt?  Would you do that to an elderly couple?  Shame on you if so!  All you have to do is use common sense!  We have spoke with R** who was professional, and advised that we are moving forward and appreciated his time with calling us.  End of story we wont refer TTSS to anyone, and if I had to do it over again I would have reviewed the BBB reviews prior to signing on with you!  I wouldnt be having this discussion thats for sure!
  Hope the next 25 years goes better than the first 4 months have!

• Initial Complaint

  Date:05/12/2023

  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.

  In March of 2022 I purchased Solar Panels from Top Tier Solar Company. Starting on 2/13 I reported and was told by energy company that panels was not producing as promised. Since I reported the issue I have reached out 5 times in Feb, 3 times in March, twice in April and 5 times in May. I was told in Feb that they were working on the logistics of who was going to eat the cost, pay the loan and come get panels. Since then I have not heard from no upper management or owners. All the times I have called it has been customer service advising me that they still waiting on an answer and they keep emailing the owners for a resolution. No one has reached out to me all contact has been me calling. The purpose of getting the panels was to cut down on energy bill. Since Ive been ranging $280.00 - $380.00 in energy bills and paying on panel that does not work as promised. ***** paying panels and energy bills have put me in a financial situation. To me this is a lot of money being put out and I cant get no one to prioritize my situation since Im being told its a unique one. I have panel still on roof not working, paying a loan for them and having those energy bills coming in. No one has taken the time to reach out to me to find resolution just me calling for status and being told the same thing We still have response on next steps, as soon as we hear something we will reach out to.

  

  Business Response

  Date: 05/18/2023

  Top Tier Solar Solutions has been in frequent contact with this customer and spent time on the phone with this customer to fix the issue. During the conversation with this customer, ********************** executives determined that the customer's system was incorrect for their home. As a result, Top Tier Solar Solutions is taking care of the power bills paid by the customer since the panels were activated and will be removing the system from the home and repairing the roof. We are working closely with this customer to complete these items to ensure this problem is resolved. We appreciate this customer working with ** and for their understanding and patience. 

• Initial Complaint

  Date:05/02/2023

  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 panel project started back in Sept of 2022 and was told it would only take 3 month to complete. Not only did they not send the paperwork in time for the county inspection, they have not had proper documentation since the initial visit. We have had little to no contact for 2.5 since February and have put in multiple complaints. We were supposed to have a final inspection on May 2nd, and was given less than 24hr notice that Top Tier Solar Panel documentation was still incorrect and Top Teir canceled our inspection instead of fixing the paperwork. Top Tier has had more than enough time to get the document corrected. We are already 5 months past the initial end date for our project. All we want is for Top Tier to get the paperwork together properly in a timely fashion and get our solar panels turned on.

  

  Business Response

  Date: 05/10/2023

  First, Top TIer Solar Solutions would like to reiterate our commitment to providing our customers with the best possible experience and apologize for any inconvenience that has occurred throughout the process. Our priority is to provide our customers with a seamless and transparent transition to solar energy, but we do work with various municipalities, local utility companies and other third parties who can sometimes complicate processes as outliers. Top Tier Solar Solutions has been in frequent communication with customer and provided service on various occasions to try to get the system finalized. Top Tier Solar Solutions was unaware of some of the newly added requirements set forth by Cabarrus county. For this customer's system, there are new photo requirements needed for the inspection that Top Tier was not made aware of initially, but after the most recent service on May 5, Top Tier Solar Solutions service technician made sure to get all proper documentation to get the system ready for a final inspection. Top Tier Solar Solutions has taken all precautions to ensure the pass of this next inspection in adherence with any and all new requirements from the *** in the area to ensure this system then can receive Permission to Operate and become fully functional. We will continue to keep in communication with this customer and, again, are dedicated to completing their system as quickly as possible. We apologize for the delay, however, we are working with multiple third-parties to ensure this system is as efficient as possible and ensuring it meets all local and state requirements.  

• Initial Complaint

  Date:05/02/2023

  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.

  Misleading sale pitch. The installation was delayed two months past the initial install date. Was told that the number of panel provide would over produce not leading to having to pay for the energy bill along with the cost of the panels. The panel have not work at full capacity since they were installed. 13 of the 49 panels being off line almost from day one. They came out once to check the panels and they were online for three day then off line again. We contacted them letting them know that the panels were out again. They came back out again saying they would be back to replace the wiring that was on April 14, 2023. I have not heard anything from Top Tier Solar Solutions since then. I have tried calling several times and have left voicemails with no returned calls. I have email customer care with no further replies. There was also an issue with a leak in the roof but they did send a repair team to patch the leak but did not patch the inside or patch the drywall they cut in the home during the install.

  

  Business Response

  Date: 05/05/2023

  Upon receiving this complaint from *********************, we investigated the claims made in her complaint and what Top Tier Solar Solutions could do to resolve and/or address any of the issues therein. ***************** originally had a solar system from another solar company when she became a customer of ********************** which we took off her roof and discovered that the electrical from that system was incorrectly done and locked out by **************** We then had to restructure all components of the electrical and structuring before putting a Top Tier Solar Solutions system on her roof. ********************* received permission to operate for her system on March 20, 2023. In regard to ************************* claims of the panels that are not operating, we have had a service team out to her home multiple times to attempt to resolve the issue  and had a service team go for another visit on May 5, 2023, to review the system and fix any issues to ensure all panels are working properly. Top Tier Solar Solutions has been in frequent contact with ********************* and has never not answered a call when a call has been made to our main phone line. During the service visit on May 5, 2023, the service team is also repairing the drywall that ********************* outlined in her complaint. Our Director of Customer Success spent almost an hour on the phone with ********************* on May 4, 2023, talking through all of her questions and concerns and is following up or did address all of them. We apologized to ********************* for any misunderstandings or confusion that *** have occurred during her initial interaction with Top Tier Solar Solutions and expressed her value to us and appreciation for being a Top Tier customer. Top Tier is actively trying to resolve any problems as it relates to her solar system to ensure her system is running as was sold to her. 
  

  Customer Answer

  Date: 05/17/2023

   
  I am rejecting this response because:

  Top tier schedule someone to come out on May 15th with the text: " Hi! This is Faith from Top Tier Solar Solutions, and I am reaching out to inform you that you are on the schedule for a service Monday, 5/15. If you have any questions/concerns feel free to message/call ** at **************. Have a wonderful day." waited all day Monday no one came and no one has called to reschedule.

  
  
  

  

  Business Response

  Date: 05/18/2023

  ********* - 

  We deeply apologize for the miscommunication on our part. The service tech who was assigned to come to your home on Monday, May 15, unfortunately had a family emergency that rendered him off that day and the team member whom he contacted to cancel his service appointments for the day was also unavailable and service for all customers from that tech were lost. However, we were able to get you scheduled for tomorrow, May 19, for service to completely repair your drywall and answer any other questions you may have. Again, we do apologize and hope that we can make up for this short step with our service tomorrow. 

• Initial Complaint

  Date:04/25/2023

  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.

  $27,645 loan through ********* Solar panels installed 10/18/21 w/ 25 yr workmanship warranty & 10 yr roof penetration warranty 4/8/23 Came home to roof *************** (roofer of 30+ ****** *** inspected my attic, found several leaks near the panel mounting kits & electrical wiring running through my roof 4/10/23 Called Top Tier about situation & had to make a big stink about it before I was taken seriously 4/11/23 ****************** w/Top Tier unexpectedly shows up & allow him to inspect my home. Only made a note of 1 problem he saw *** questioned it, then starts to insist that roof leaks happen sometimes in older homes & suggests my roof looks old which was not valid. Before I signed contract, Top Tier inspected/confirmed home was good to install solar panels. Eventually gets on roof without wearing any safety equipment & apologizes he was wrong about roofs age. He lifts up a couple of panels & finds at least 1 spot where things weren't properly mounted/sealed. No other panels were inspected. He promises to take care of me then proceeds to try & sell me on other services I do not need. I pressed it was going to rain again in the next few days & that something needed to be done ASAP 4/14/23 Hadn't heard from Top Tier so I called for an ************************************ about getting my roof tarped. They wanted to charge me $500 *** told her there is absolutely no reason I should be charged to stop further property damage that was caused by their work. ***** hops on the call & says someone will be out the next morning to **** @ no charge & his team will come out 4/20 to fully inspect & fix the leaks 4/15/23 No call or show. 4/16/23 A third party shows up & lazily nails tarp on my roof. 4/20 no call or show. I call Top Tier for update & they state someone reached out to me multiple times which was a complete lie & then the dispatch manager tells me I need to reach out to Top Tier Roofing if I wanted help. I've never heard of this *** before *** havent heard from Top Tier since.

  

  Business Response

  Date: 05/03/2023

  The complainant was one of the first customers of Top Tier Solar Solutions and various Top Tier personnel have worked with the complainant to try to resolve any issues that have come about over the past year and a half of them being a customer. When we received the notice of this complaint, we began an investigation into what happened to try to resolve this issue as quickly and efficiently as possible. Top Tier Solar Solutions sent a service technician out to the complainants home on April 11, 2023, after the initial contact to our office. Our service technician advised we do a lift and pull to correct some of the mounts in the system that appeared to need fixing. On April 14th, the complainant called in again requesting Top Tier come out to called in to Top Tier Solar Solutions to see if someone would go to her home to tarp the roof due to heavy rains predicted in the forecast. When Top Tier Solar Solutions went to speak with our roofing personnel, Top Tier Solar Solutions became aware from the complainant that the complainant filed a claim with their homeowners insurance, thus rendering Top Tier unable to do any work on the complainants roof until the roof is complete with the adjusters. Because of this insurance claim filing, Top Tier Solar Solutions is unable to connect any service or any work on the complainants home. During the original service call a technician went out to her home on April 12, Top Tier Solar Solutions technician could not find any issues that would cause the leak and were unable to verify if this was at fault of the Top Tier. Once the complainants homeowners insurance claim is completed with the adjusters, she is more than welcome to contact Top Tier Solar Solutions again and we will gladly go out to examine the roof and see if there is any work that we could do on our end. 

  Customer Answer

  Date: 05/06/2023

  I repeatedly told Top Tier (TT) I have NOT started a claim w/ my insurance I have only asked insurance to refer me to a trusted roofin company. Was referred ****************** (FE) for free roof inspection. NO CLAIM was filed & no plans to file because these leaks have been caused by the solar panels & should be remediated by TT. ** stated on 4/12 the tech didnt find issues w/ their work, however, TT tech ****************** did mention he found a problem in the attic I also have vid & photo evidence of water comin in where TT ran cables through my roof. No call/no show from TT on 4/15 for roof tarp. A subcontractor showed up on 4/16, with no call ahead, to place a tarp on my roof. FE came to inspect my home on 4/20 I made TT aware on 4/17 & they promised they would come the same day to speak to inspector & inspect all panels on my roof. TT did not show up on 4/20 When I called to find out why ******************** (QO) claimed I should have called TT Solar instead. I have spoken to QO many times about my situation so she had plenty of opportunities to inform me of this before the no show. FE id'ed several wet areas common w/ solar panel leaks & water drippin from electrical wirin installed for the panels.  A team of 5 nonEnglish speakers showed up on 5/2 w/ a ladder when noone was home. I saw them on my cam puttin up the ladder & drove home to speak to them. I asked who they worked for & they couldnt tell me although 2 of them were wearin Top Tier shirts. Through the use of a translater app they confirmed they did not know what they were looking for. I called TT & spoke to QO. She told me to expect a call back that. I didnt receive any follow *** frm TT & didnt allow anyone to go up my roof due to lack of understanding of what work would be done. As of 5/6 I have a leak in my roof that has been caused by solar panels installed by TT. It is being covered by a tarp that comes looser every day. I am requesting TT do an inspection, fix the leak, & take the solar panels off my roof. 
  

  

  Business Response

  Date: 05/16/2023

  Since receiving this rejection, we have attempted to reach out to this customer multiple times via phone on our roofing line and our owners have attempted to contact her personally, and each time the call is rejected. The customer will not return any communication attempts made on behalf of Top Tier Solar Solutions to further discuss this issue and attempt to find a resolution. When one of Top Tier's representatives finally made contact, the complainant refused to allow anyone associated with Top Tier  to work on her roof. Top Tier Solar Solutions is more than willing to work out a resolution with this customer but are forced into a standstill since the customer won't allow for any communication from Top Tier. 

• Initial Complaint

  Date:04/11/2023

  Type:Sales and Advertising 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.

  The proposal that I signed with them had information on it that was substantially incorrect. They were telling me that my power bill would be likely to go down to $13/month, but *********** has a minimum charge of $30/month for solar customers. That wasnt told to me, and they also explicitly told me that my bill wouldnt be switched to a time-of-use based policy even though that is the only option for solar customers. ***** policy had been in place for a year by the time I signed their agreement, so deliberate deception or utter incompetence are the only possible ways they couldve provided such an erroneous value.

  

  Business Response

  Date: 04/14/2023

  Upon receipt of this complaint, we investigated this customer's claims. Our Director of Public Affairs (*********************) personally contacted the customer to further inquire about their complaint and try to resolve the issue. The customer and *************** had a good conversation, which resulted in the company writing the customer a check for $3,000 to cover **** months of the customers loan payments for his system. Additionally, the sale representative who provided misinformation to this customer is no longer with the company, nor was an accurate representation of what Top Tier Solar Solutions represents or operates. *************** apologized on behalf of Top Tier Solar Solutions and both the customer and ********************** feel that a reasonable resolutions was agreed upon. It seems this issue is resolved. 

  Customer Answer

  Date: 04/14/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me (pending actual receipt of the check)
  
  Thank you. 
  

• Initial Complaint

  Date:03/20/2023

  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 was sold my system on 2/17/23. Quote was for a 15 panel system AND a new main and subpanel install, totalling at about $33K We didn't hear anything for a few days, then the first roof inspector came over unannounced and didn't leave any notes about our roof in the system. We then had to have it inspected a SECOND time and we demanded signed written approval so there was some semblance of a paper trail the inspection had been done. The installation began on 3/4/23.After installation they left half of a discarded metal rod in the yard (loose, not installed). It was hit with the lawnmower. Ground rod (installed one) in a bad location (sticking up in middle of the yard, several feet away from the house, didn't check with us BEFORE it was installed). When brought up to the installation crew they said it could be trimmed after inspection? It genuinely seemed like it wasn't installed properly. Electrical panel was not done after REPEATED attempts to request that it be completed soon, and then having calls not returned. Sales person explicitly mentioned the cost of the panel replacement would be including with the quote we got, and was the main selling point for us to agree to install this company's solar panels is that we also needed our electrical panel updated. Communication has been AWFUL. Scheduling wasn't communicated well. Install team repeatedly said they wouldn't do the panel themselves, an electrician from Top Tier Solar would have to come out and do it. Both project manager and support were contacted about having the electrical panel installed.I've contacted support 4 times and each time was told "We'll get in contact with you," yet we never received a call.Even still, We don't have a new electrical panel installed and our solar system is still not connected to our house and working. This project has been the most stressful experiance and I wish I had never worked with this company from the start.

  

  Business Response

  Date: 03/27/2023

  Upon receiving this complaint, we immediately began an investigation into the complainants main issues. First, we do apologize for any inconvenience or frustration this customer has endured as that is never, ever our intention for any of our customers. ************** signed his deal with Top Tier Solar Solutions on February 17, 2023, and was installed on March 4, 2023, which is actually an extremely fast turnaround time that our team was able to make happen. At the time of his install, ************** was informed by his dedicated Project Manager (****) that the Main Panel Upgrade (***) would take 4-6 weeks after his system was installed to get completed. The customer's *** was originally scheduled for April 4, 2023, exactly four weeks from the original install date. When ************** called in again and spoke to a member of our Customer Support team (*******), she also informed him of the 4-6 week turnaround time for the ***s. We do apologize if this was not communicated efficiently enough, and we have relayed this information back to the specified team to help ensure better communication going forward. Due to the issues brought forth by the customer in his complaint, we have made this customer a top priority and are working diligently to get all necessary equipment and permits in order to complete this sooner than the original April 4 service date. We contacted ************** today, March 27, to inform him that a Top Tier Solar Solutions service technician will be out to his home tonight between 6 and 7 p.m. to complete the *** site assessment and that the inspection of the *** is set for March 29, 2023. We are working diligently to resolve the issues this customer has and do apologize for any frustration that has been felt by the customer regarding these issues.