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

  
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  Top Tier Solar Solutions

  5301 E Princess Anne Road Norfolk, VA 23502

• 

  Top Tier Solar Solutions, LLC

  Garner, NC 27529

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  Top Tier Solar Solutions, LLC

  11080 Air Park Rd Ashland, VA 23005

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  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:02/24/2023

  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 January 21, 2023. First inspection scheduled January 26, 2023. First inspection failed as there was missing signage on the system as well as no company representative or documentation on site. Second inspection scheduled for February 21, 2023. Inspection cancelled at last minute by Top Tier as some of the documentation they provided was incorrect and the inspector went to the wrong house. Honestly I'm unsure why it was cancelled as I have received multiple reasons why. Third inspection is now tentatively set for March 13, almost two months after installation. Our first loan payment comes due on March 16th. Two Top Tier employees have assured me that Top Tier will cover the payment if the system is not on by then, but I have been unable to find documentation to this point. It is concerning that Top Tier continues to drag their feet AFTER receiving funds. I just want my system turned on, yet Top Tier continues to hold up this process because of their own constant mistakes.

  

  Business Response

  Date: 03/03/2023

  We have spoken with the customer multiple times since the initial cancellation of the first inspection of his system. The first inspection was cancelled because the jurisdiction requires a special sticker be placed on the system that no other county requires, so we had to special order the stickers. The complainant has stated during communications hat he appreciates the updates and wants to continue working with ** as his Customer Success Manager. The second inspection was rescheduled due to an issue with the individual who was ******* two inspections in **** on the same day. When we became aware of the issue, we called the customer to communicate that the inspection had to be rescheduled and apologized for the inconvenience, though it was not a rescheduling on behalf of Top Tier, but rather the jurisdiction's inspector. We have successfully rescheduled the customer's inspection for March 13th, and are confident that it should pass and allow his system to be activated. We have communicated to the complainant that should he inquire a bill for his solar system prior to his system being activated that we would happily cover the full cost of that payment. We are happy to provide something in writing to further confirm that we are happy to cover his payments until his system is activated, though we are confident he should successfully pass the upcoming inspection. 
  

• Initial Complaint

  Date:02/23/2023

  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 June 2022, Mr. *********************** from Top Tier Solar Solutions came over my house selling me all this lies about how great this company was. He told me they donate a portion of their profit to ***************************, that is a LIE. He also said that I would be getting a $13,000 incentive refund from the government for going solar, which I was supposed to put back towards the loan to prevent my monthly payment go up another LIE. Well the panels were install in no time but almost 8mo later my system is not on yet, I never got the money I was supposed to get, another big fat lie, instead is a "credit" I have been calling and texting ******************* he never answers or return my calls. When I call the main office in ********* they told me they never said nothing about getting money back, treat me like I was crazy. The systems still not running yet but ****************, which is the loan company, is been taking the loan payment out of my bank since Nov 2022. No emails or notifications were received to warn me that they will start taking in the money from our bank account. The total amount of the loan is $45,000. So not only am I paying Duke my monthly light bill but also the loan for the solar panels, I have to call Top Tier every month so they can reimbursed me for the loan payment. Now a couple of days ago I got a call from **** from Top Tier stating we have the OK from Duke to start the system. I asked about the bill that I have for this month with ****, she stated once the system is on they are done and I'm responsible for everything. So now I'm going to have two bills to pay *********************** (loan company) until pretty much April. Where is the part of me "saving money"? It's been 8mo since I started the process... this is the worst experience!

  

  Business Response

  Date: 02/24/2023

  Upon receipt of this complaint, we immediately began an investigation into these claims. We called the claimant and our President of Sales spent almost an hour on the phone going through each of the issues outlined by the claimant. In regard to the issue of the claimant being told a portion of her sale would be donated to **************************, we did inform her that in June 2022 at the time in which she engaged in business with our company, we were in fact working with ************************** and donating a proceed of all of our sales to their organization. It was in September 2022 that we stopped working with that organization after a year of partnership and are now vetting new organizations to work with. The claimant understood that though we do not work with that specific organization anymore, we did at the time of her sale. As for the claims regarding the tax credit, we spend most of the phone call with the claimant discussing how the solar tax credits work and how she should work with her CPA to get her tax credit moving forward in future tax seasons. After discussing in-depth how the tax credit works, the claimant understood. We also addressed the claimants concerns about potentially receiving two bills, and told the claimant that once she turned on her system, her solar bill would take the place of her utility bill, thus eliminating one of the two bills. We agreed to have one of our customer success managers call her later that day to teach her how to turn on her system, and we would cover her bill for March. The conversation with the claimant ended successfully and it seemed that most if not all of the issues outlined in this complaint were resolved and addressed. 

• Initial Complaint

  Date:02/03/2023

  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 installation scheduled 12/14/22, have not been completed even after multiple calls made to Toptier. Solar Panels and piping are reflected on roof. Solar inspection cannot be approval due to incomplete installation.

  

  Business Response

  Date: 02/10/2023

  Upon receiving this review, we immediately went to work to address the customer's complaint. Our records do in fact show that this system was successfully installed on the initial installation date (December 12, 2022). Once it was complete, the complainant had a concern about how the conduit looked on their roof. We got the complainant  rescheduled with ************** who went out to address the issue at the house on February 6, 2023. On that date, the technician successfully fixed the placing of the conduit. The system is now with our *************************** getting ready for inspection to receive Permission to Operate. The system is fully installed and just waiting inspection from the county and permission to operate from the local power company. 

• Initial Complaint

  Date:01/11/2023

  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.

  The business sold ** solar panels. They informed us that everything was ready and we just needed to wait 2 weeks to turn it on. After months, we had to reach out and figure out why they were not on yet. They told us that we needed to increase our homeowners insurance before the power company would allow us to turn them on. This was not discussed, and they sold us this equipment with knowledge of such. They tried to say that nobody has ever needed the upgraded insurance before, but after speaking to multiple people on the phone, it was quite clear that it was a bold faced lie. They damaged my closet during installation, and have been telling me that someone will be out to fix it for weeks and weeks now. It is still not fixed. This company has proven to be unreliable and dishonest. Because they are bringing up all of these things that were not agreed upon during the sale, we want them exchanged for a full refund, our closet repaired, and our roof inspected after the panels are removed.

  

  Business Response

  Date: 01/23/2023

  Upon receipt of this complaint, we immediately contacted the complainant via telephone. Our CEO and CFO have been in frequent communication with ************** working to resolve his issues and compensate him for any and all inconvenience he experienced or damage his property may have incurred. 

• Initial Complaint

  Date:12/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Last July I contracted with Top Tier Solar and spent several thousand dollars to have 19 large solar panels installed on my roof. There were at least 2 inspections and the last delay has been explained that another technician needs to come for a final fix. I stayed home for that person who never arrived. I have called to get results over and over. Each time, I was promised a call back that never happened. I feel I have been scammed. With the recent cold weather, I experienced a rolling outage and would have loved to have my solar energy. At minimum, this company needs to improve their communication and at least follow up on calls. I have remained polite and respectful but that isnt working. Please help.

  

  Business Response

  Date: 01/05/2023

  Upon receipt of this complaint, we immediately took to investigating this matter in order to come up with an accurate response. We have found that Mrs. *********************** did have many scheduled service calls with our team to fix issues with her system. Our records indicate that the initial service call was made to install a ground rod to her system and was scheduled for October 10, 2022. During this service, the technician found that there was cement that was covering the location where the ground rods needed to go, and would need a specific copper strap in order to complete the service. The follow up service was rescheduled for November 7, 2022, and again rescheduled for November 15, 2022, but not completed due to us not having the proper equipment in stock at the time. Understandably, the customer did reach out to our **************** team and expressed their frustration at the rescheduling and lack of results of the service call. We immediately escalated this situation and rescheduled this customer for January 2, 2023. During the visit on January 2, 2023, the service technician was able to successfully add a new grounding electrode conductor with two ground rods, fixing the issues that caused the system not to pass inspection. Top Tier Solar Solutions is dedicated to ensuring this customer's issues are resolved, and that they are fully compensated for any inconvenience they have encountered from such issues. This complainant has been assigned to the Director of our *************************** to ensure better communication and this project has escalated to top priority.  

• Initial Complaint

  Date:11/21/2022

  Type:Service or Repair 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.

  Solar panels were installed at my home on July 26 2022 and I've yet to have someone provide a followup visit to complete the job of fully activating the system. Any contact I've had with the company since the day the contractors left my home has be initiated on MY end. And it seems as if they ceased to even give a **** that I existed from the moment that they were able to **** the loan off the bank for financing. This has been the absolute single worst customer service experience I've ever had with ANY company and I am seeing the assistance of the BBB to amplify this complaint. This is just one more several avenues that I'm now pursuing to make sure that no one else has to go through what this company has put my family through and intend to use the power of both tradiitional media and social media to hold all parties accountable.

  

  Business Response

  Date: 12/01/2022

  After receiving this complaint, Top Tier Solar Solutions' in-house Customer Success team reached out to this individual to see what could be done to resolve the issue. During the discussion, this customer spoke to us personally about his frustrations with his system to this point. We explained that often solar systems take time to pass inspection and we apologize for any inconvenience this caused them. This customer moved to the top of our priority list and we are hoping to have their system up and running fully within the next two weeks. This customer said they would be glad to retract this complaint once they have confirmation that their system is working properly. We take these complaints very seriously and hope to offer all of our customers the best experience possible, and hope to resolve this customer's concerns in a timely, effective manner. 

  Customer Answer

  Date: 12/02/2022

   
  Better Business Bureau:
  
  I that Top Tier has been satisfactory I'm their response since beginning mediation with the BBB's assistance and as to stated the representative and management Ive spoken to, I'll happily remove my complaint once my services have been fully activated and I've received written and verbal correspondence from Top Tier for my own record keeping 

  
  Thank you. 

  
  

• Initial Complaint

  Date:10/20/2022

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased solar panels from Top Teir solar solution on August 2021. I set up a loan with Mosica to finance the solar panels and began payements in September 2021 of 177.48 per month. In May 0f 2022 Dividend ****** started drafting out $177,46 from my checking account. I stopped the drafted payments with **************** as I never took out a loan or signed an agreement with them. In july I received a notice that my solar power would be shut down if I did not pay them. I contacted Top Teir about being charges by 2 finance companies for the solar panels. I was told they would look into. I called every 2 weeks asking about what they were going to do and kept getting told ***** was looking into. I was also told to stop paying Mosica. I stopped payements to Mosica and received a notice from them that I needed to pay my monthly bill or they would cut off my solar power. I need help to solve this problem. I also asked **************** to send me a copy of the loan contract. I have still not gotten the document. So I have two loans out for the same solar panels and only signed an agreement with Mosica, What else can I do?????

  

  Business Response

  Date: 11/07/2022

  *****, 
  
  
  We appreciate you being a trusted customer of **********************. Originally, when you purchased solar panels, you signed your contract with G3 Solar and Mosaic. You decided to switch over to Top Tier Solar Solutions in May 2022 which is when you received your **************** loan. We do not have - and never have had - a partnership with Mosaic and do not offer them as a financial option to our customers. G3 Solar - a company based out of ******, **** - is the company that you received the loan from Mosaic from, and are the ones who needed to cancel out your loan as we have no control over their financial obligations. The reason why Dividend started drafting $177.48 in May 2022 is because that is when you became a Top Tier Solar Solutions customer. At this point, it would be typical for G3 Solar - which you are not a customer of - to cancel out all and any funding that they had on your project. However, they did not. 
  
  
  When it comes to **************** sending you a copy of the contract that you signed with them, we are more than happy to get that over to you. To resolve the other issues you are facing, we encourage you to reach out to both G3 Solar and Mosaic. Top Tier has upheld exactly what it is that we said we were going to do and wish we could be of more assistance to help you resolve this further but our company had nothing further to do with this issue. 

  Customer Answer

  Date: 11/09/2022

   
  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.
  
  Thank you. 
  

• Initial Complaint

  Date:08/08/2022

  Type:Customer Service 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 March 7, 2022 I began working with Top Tier Solar to have them provide us with solar panels and batteries. During the initial meeting with *********************, the sales rep, I was informed that we could have everything installed and running within 3 months time frame. The solar panels were installed on March 30, 2022. Upon installation of the panels, we were told that our project manager would reach out to us with information regarding the battery installation. On April 15, 2022, ********************* came to our house with a Top Tier Solar sign to advertise the company's services in our neighborhood. We expressed to him that we had not heard from our project manager regarding the batteries. He informed us to contact Top Tier Solar at ************ to follow up with our project manager. I was unable to reach the project manager and was told by the customer service representative that the project manager would be in contact with me. I contacted Top Tier Solar twice in May and was unable to reach my project manager for information regarding completing the installation. I began taking notes and documenting the phone calls rigorously in June. I have called and asked to speak with my project manager on June 14th, July 7 and 29th, August 1, 3, and 8th. I have have zero communication with the project manager, only a customer service rep ***** I have asked to speak with the director as well and was unable to be put in contact with him. I have also asked for all contracts to be sent to me with their legal department, director, and project manager on the email communications.

  

  Business Response

  Date: 08/29/2022

  ******************, in response to your complaint we have conducted an internal investigation and found any and all correspondence, telephone calls, and messages, involving your installation.  In reading your complaint you have unfortunately not been forthcoming or truthful with the series of events that has transpired since your purchase of a residential solar system.  We have call logs, communications and recorded messages with you from March, April, May, June, July and August.  We understand that you have been frustrated at the delay caused by solar battery shortages, which are not in our control, but to say that we have not been in contact with you, or that you never signed a contract with Top Tier Solar Solutions, or the third-party funding company, is simply false.  As one of the owners, I personally reached out to you, and in that conversation you indicated that you have now changed your mind and wanted to have your complete solar system removed.  However, because Top Tier Solar Solutions has spent many thousands of dollars, and many construction hours, you are now bound by the contracts you have signed.  It would be absolutely inequitable for you to be alleviated from your contract now, just because you had a change of mind.

   

  Customer Answer

  Date: 08/29/2022

   
  Complaint: 17687171
  
  I am rejecting this response because:

  There have been no communications after solar panel installed that were  not initiated by me. The only form of communications have been phone calls in March, April, May, June and July. All phone calls were not disclosed as being recorded, I want those recordings sent to me and my attorney.
  

  The only phone calls I have had have been with **** who said he was the customer success manager. My last phone conversation with him on August 8, 2022 I stated I would like the solar panels removed and batteries picked up. I also received a phone call when Top Tier Solars legal representative ***************************** called me. When the legal rep contacted me I gave him my attorneys information because I was contacted the day my attorney sent over a letter to discontinue this business transaction. 

  Also in regards to contracts, I still have not received the requested contract with Top Tier Solar. I only have my pending loan with the third-party financing company. Per my attorney my demand is proper due to a breach of contract because of the by failing to timely install and deliver both the solar panels and batteries and by failing to get the solar system installed and working, that any agreements have been breached. 

  Sincerely,
  
  ***************************

  

  Business Response

  Date: 09/07/2022

  Top Tier Solar Solutions have reached out to ****************** repeatedly, through various means of communication, and yet she continues to deny this reality.  Additionally, all phone calls may by Top Tier Solar Solutions are recorded and monitored for quality assurance.  ****************** continues to deny the fact that she as executed binding contracts with Top Tier Solar Solutions, and a third-party financing company, despite the this contract being produced.  Further, because ****************** has hired an attorney to attempt release her from her contractual obligations, it appears that the only way forward, to resolve this matter, is through lengthy litigation.