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

  11923 Tramway Dr Blue Ash, OH 45241

• 

  Top Tier Solutions LLC

  8197 Euclid Ct Manassas Park, VA 20111

• 

  Top Tier Solar Solutions, LLC

  Garner, NC 27529

• 

  Top Tier Solar Solutions, LLC

  11080 Air Park Rd Ashland, VA 23005

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:04/14/2025

  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 Solar repeated sent salesperson after salesperson to the house after being told to stop. Roughly a month later, I received an attempt to open a loan in my name using a nickname i commonly introduce myself as. the loan servicer confirmed the loan was filed on April 4th. I was roughly 850 miles away from my home on April 4th and there was no way I had any part in filing for a loan with Top Tier Solar on that date, as I was running a 10 mile race. Top Tier Solar attempted to open a loan in my name without my consent and with information I have to presume was scraped from other locations.

  

  Business Response

  Date: 04/21/2025

  I as Top Tier's General Counsel have personally been working with this customer via phone call and other means on this complaint. As of Thursday, April 17, we communicated via phone and I informed him of my findings of my investigation into this claim. 

• Initial Complaint

  Date:04/09/2025

  Type:Product 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.

  We met with a sales representative from Top Tier Solar Solutions initially on Dec 6, 2023 and purchased a system at a later time, to then have installation occur on January 5, 2024 and operation begin on February 5, 2024. When meeting with the representative and through messages as well, we were promised that if we successfully referred another person for a unit sale, that we would receive a $1000 check as a referral bonus. We asked the representative several times when we would receive this check and were told not yet and also called into the phone line on the recorded line to be told that they would look into it and send it to us. Now we have received an email response from ***** P. ********* ******************** of the company stating that the referral program is not a company incentive and we will not be receiving it. This feels like a scam.

  

  Business Response

  Date: 04/10/2025

  This customer's system is fully operational and working as designed since install. When they reported one issue with their battery during a storm, we fully reimbursed them for all their food during that time and overnighted the check to their residence. This was back in October 2024, and we have not heard from the customer since. Further, as we stated in the response, the referral bonus offered to this customer at the time of sale (of which we have no proof of and is not in the notes for this customer anywhere) must have been offered by the independent contractor themselves and not as part of a company program. The contract signed by this customer did not include any guarantee of a "referral program" or an included $1,000.00 payout. We have no record of this anywhere. We vehemently reject the claim that the customer makes that it feels like a "scam" as we have completely upheld our obligation to this customer and gone above and beyond to assist them. We have accommodated this customer throughout our entire business relationship with them and will continue to do so. However, as we already informed them, we have no record of such a referral in our company or in this customer's entire profile. As our representatives are independent contractors, this could have been something that the representative offered to the homeowner on their own volition to which Top Tier was not aware of or supported. Thus, there is no $1,000,00 due to this customer for a referral that never occurred or program that does not exist. The language is explicitly outlined in the contract and included in all the dealings from the initial point of sale in 2023 until now. We strongly reject the claim from this customer and are baffled they would attempt to claim our business as a "scam" after our good standing relationship with them just because they did not get $1,000.00 extra dollars for something that did not exist and that they did not even uphold as in they did not refer anyone to our knowledge.
  

  Customer Answer

  Date: 04/10/2025

   
  I am rejecting this response because:
  We provided screenshots from the sales representative to the attorney general complaint sent to the company and they have acknowledged this they also acknowledged said referral during recorded phone calls and said that they were looking into it and would send it. 

  

  Business Response

  Date: 04/14/2025

  Top Tier's Director of Operations contacted this customer via phone and informed them that we would be sending them the check for a referral bonus for $1,000. The check was issued on 4/14 and will be overnighted to their residence as an act of good faith and dedication to our customers. 

  Customer Answer

  Date: 04/15/2025

   
  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:03/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1/22/25 salesmen came to our home to present solar panels and benefits. We were told we had to lock in on the deal that day but could cancel at any time because they were a replicable company. The next day someone was at our house installing a tablet and two days later they were putting panels on my roof. They damaged my home, including cutting a whole in my closet to get to my breaker box. Have failed to repair the damage with a multitude of excuses and snide remarks. When I told them that we want the panels removed from our roof I was told that they will not remove them as we signed a contract. However, installation is not complete as they did not install them properly and have to re-install them, which will result in more damage to my home.

  

  Business Response

  Date: 03/25/2025

  Upon receipt of this complaint, I, as Top Tiers general counsel and owner, reached out to Mrs. **** via phone. I started the phone call expressing to her that my role is to try to help ********** customers and figure out a solution so both parties can move forward. While on the phone, Mrs. **** attempted to start to record the phone call without my consent and then hung up the call. When I called her back, the line was extremely hectic and then Mrs. **** started yelling at me on the phone. I asked her politely and calmly to speak in a professional and calm tone so that we could have a productive conversation. She then threatened me with her attorney and hung up the phone. This was all in an ******* attempt to assist this customer who remains unreasonable. She complaints that we damaged her home but actually, there was no damage done and the repairs took place shortly after the installation. The installation team had to cut a section in the closet in order to access the breaker box, and went back and successfully repaired it and painted it with fresh paint. Apparently, the job wasnt up to Mrs. ***** expectations, despite looking exactly as it did prior to us cutting into the drywall. We have photographs of the before and after which demonstrate the clear adequate job that was completed. There has been no lying or manipulation throughout this process either. We have kept in constant communication with this customer and informed them of every step of the way and part of the process to get their system complete. We have all documented phone calls, emails and text messages showcasing our clear expectations and processes with this customer. Now, as we were going to accommodate their request to return to the home and redo the repairs to their expectations, she is now refusing service and is in breach of her contract with our company.

  Customer Answer

  Date: 03/26/2025

   
  I am rejecting this response because the response is 100% false. The owner contradicts himself saying there was damage and then says they made repairs and it looks as new. Ive included pictures of the before and after where you can still see where the wall was cut, they wire shelving unit that was painted, the bolts painted and it is not color matched (ceiling shows true color). I also have a log of phone calls made to Top Tier and when calls were returned to show lack of responsiveness. The owner threatened a law suit against my husband and I, to which I responded we have obtained an attorney. I do have him on audio recording to as ************* is a one party consent state. It notified him I was recording and he opted to end the call, not me. In regards to thing being chaotic, I have three children, one is 4 months old, one 15 and my 3 year old is autistic. This gentleman accused me of yelling to which I told him I was not yelling and this if I were yelling my autistic child would be covering his ears saying too loud mommy too loud to which Top Tiers owner mimicked and said well Im saying too loud. This is when I ended the call. My legal counsel is reviewing my documents as I refuse to work with a company that damages my home, mimics an autistic child, bullies customers and provides poor business. I have more picture evidence, however there is a limit to how many I can upload with this response. 
  

  

  Business Response

  Date: 03/31/2025

  The fact that you would stoop so low to accuse another professional individual of making fun of someone with autism is disgusting. Unfortunately, though I tried to find a resolution with you yesterday, we couldnt get past your screaming through the telephone. We have attached the photos of the repairs done by our team to this response. It was a perfectly fine repair that we were willing to go out to attempt to further fix to your standards and, as previously stated, you rejected our service. Again, we remain open to finding out what your issues are seeing if there is a possible solution should you want to be cooperative. You entered into a contract with Top Tier and removing the system is not an option. However, as we have been up until your unwillingness to work with us, we remain dedicated to you as a customer and are willing to do what we can to improve your experience. Should you wish to want to work with us, please contact us at your earliest convenience. Should you wish to remain unwilling and uncooperative, you will be receiving a Breach of Contract notice via mail. 

• Initial Complaint

  Date:03/20/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  It was for solar paneling. Changed my mind and **** in sales told me on many different occasions he sent me back my money by check and this was since mar 3 2025. Still have not received my money

  

  Business Response

  Date: 03/24/2025

  Top Tier did successfully cancel this project and the check was never deposited on our end. The original check - uncashed or signed - was mailed back to the customer on March 4, 2025. This customer can check their bank and see that the check was never cashed. If they still have not received the check back in the mail, we would advise them to put a stop payment on the check through their bank or void it in the case it got lost in the mail. However, Top Tier never deposited these funds and immediately sent the original check back to the customer. This can be proven by this individual checking their bank account and seeing that the funds were not deposited in any form by Top Tier. Their project has also been successfully cancelled. 

• Initial Complaint

  Date:03/06/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Signed a contract with Top Tier that included tree removal and ***** grinding from a third party contractor. The tree guy cut the tree October 2024 and told me that he didnt have his equipment running and that has ***** grinder was broken. He informed me that he would be back in two weeks the grind ***** and has yet to do so. He also drove over my chain link link fence to allow his crew easier access to the back yard and allowed branches from the tree to cause my fence to collapse my fence and it is still on the ground. My wife and I have called top tier at least 20 times and have talked to different people and they all say it will be resolved in two weeks. The only person that will answer the phone is ******* a saleswoman with the company and she has tried to be a help when it really is not her job. I have been given the run around for five months, my backyard is destroyed, my fence is destroyed and I am paying for a service (***** grinding) that never was completed. Also, the unprofessionalism with the tree guys and the job they were contracted to do is a bad stain of what I believed to be a good company.

  

  Business Response

  Date: 03/10/2025

  Upon receipt of this complaint, Top Tier immediately contacted the contractor hired to complete the tree work for this job. During a phone call with Top Tier's general counsel on Thursday, March 6, the contractor explained his side of the story and what occurred, and we firmly instructed him that it was not acceptable and needed to be completed as soon as possible. The contractor then went out to the job on Friday, March 7, and completed the ***** work and remaining work for this customer. We apologize sincerely for the delay as this was a job that was contracted out and Top Tier paid for so we assumed it was completed. As for the fencing issue, the contractor instructed us that the homeowner indicted that he was getting a new fence anyway and so the existing fence could be torn down while work was done. We do apologize if any misunderstanding took place but are glad we were able to get this job completed for this customer. 

  Customer Answer

  Date: 04/25/2025

   
  I am rejecting this response because:
  
  Had a tree cut down October of 2024. The contractor was told by me to not drop the tree on the fence in my backyard as it would damage the fence and the tree would also land on the neighboring property. I was called while at work to hear we have a problem, we damaged your fence. I came home to find the fence destroyed. The contractor claims I told him that if he cut a couple other trees down then I would not worry about the fence because I planned to get a privacy fence. This is 100% false. The contractor told me he would send someone out to replace section of fence like he so said he would grind ***** that didnt get grounded until last month after filing a previous BBB claim. Top tier never contacted me and a supervisor never gave me a call. They took the contractors word on the situation and never heard my side of the story. This is unacceptable to me considering the Top Tier contractor destroyed my fence. It is not my responsibility to accommodate a contractor who doesnt have the proper equipment to complete his contracted jobs. A simple bucket truck wouldve been plenty to ensure my fence was not damaged but like I explained before he showed up with a pickup truck and a chain saw. If I dont get a resolve on this issue and get my fence replaced I will result to civil litigation against Top Tier and their professional tree man. You would think a company would want to at least talk to the home owner about the damage at their home. Unacceptable and shameful. I will file complaints and post reviews until my fence is fixed. I have small children who play outside who should be safe from wildlife that frequent the neighboring property. Or maybe they would like to have a family pet. Civil litigation is on the way if this is not resolved.

  Desired Resolution: Replacement

  

  Business Response

  Date: 05/07/2025

  Top Tier has personally been working with this customer and the third-party contractor to resolve this issue. We were able to settle on a reasonable amount that the contractor would pay the homeowner and the homeowner agreed. We have settled this matter with the homeowner and apologized for the inconvenience. 

• Initial Complaint

  Date:03/05/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had panels installed May of last year, everything was fine. It took a little longer than expected to get the system running but from September to November we were given the service promised to us. December comes and we get an electric bill of over $250, I tried to reach out to Top Tier several times during the month and never received a text, call, email, letter nothing. So we paid our electric bill and the monthly cost of the panels. ******* comes and the same thing, I reach out send emails, leave voicemails and nothing, then February comes and another bill over $170. We were told at most because we are a family of 3 and are gone the majority of the day we would be paying maybe $50 to the electric company for their fees and then our monthly installment for the panels. Here we are in March my electric bill is $158 which is normal if we didnt have panels. This company like all the rest advertise how much money you will save by going solar but I am paying double to triple the amount I was paying before I opened my door to the sales man. I have tried to get in contact with the company for months now and nothing. To the point I have pulled over to talk to technicians that are in my neighborhood. Just trying to get a valid contact number. At this point I feel our contract is no longer valid because we are not receiving even an ounce of what we were promised. Not to mention the installments increase at the end of the year so we are throwing hundreds of dollar away. I want someone to explain to me what the issue is and come up with a proper resolution.

  

  Business Response

  Date: 03/10/2025

  Upon receipt of this complaint, ******** began an investigation into this customer and their account. As such, we attempted to contact them via phone on March 10, 2025, to no avail. We did leave a voicemail in hopes for them to contact us back for us to provide this information to them over the phone as well. First, we apologize for them not being able to contact us. We checked our phone records and this customer spoke with a manager on Jan. 6 for over 5 minutes, then again on Jan. 8 for 12 minutes. The customer did not attempt to call again until Feb. 7, where they attempted to call 6 times but hung up less than 1 minute after the wait time began and did not attempt to call again after that prior to this complaint. We also checked our emails and did not find an email into our customer support line from this customer either. Further, in regard to the system, this customer hasn't been reporting for a full year (was activated on Aug. 18) but is slightly overproducing as of now if looking at the monthly production vs estimated in the proposal. Our proposal estimated that the production for months September through February would add up to roughly 2763 kwh, but the system actually produced a total of 2936 kwh for those months. This means that the system is fully operational and producing more than anticipated originally. The customer may be using more power than they were when the system was designed which could be one of the factors contributing to the differentials in their utility bills they describe. When we attempted to call, we were going to ask for a newer power bill they have received so we can look at the consumption. We are committed to providing a resolution this customer and as soon as we get a call back, we will be able to talk to them in more depth and describe this information to them. 

  Customer Answer

  Date: 03/10/2025

   
  I am rejecting this response because:
  I did not speak to a manager, I have not been able to reach anybody as I previously stated and I stand on that. Im not sure what calls your reviewing but they arent mine. I will gladly reach out to my phone company and provide copies of my call log. If I hung up 6 times its because I get the same generic message that I always get. Somehow every time I have tried to call there has been exactly 2 people ahead of me. For nearly an hour. I have reached out to the person that assisted me before my systems was fully operational and was told he would get someone to contact me and then when I tried to text back, it would not go through. I just spoke with someone who told me my system has been producing the same. However, this person who responded is saying Ive had an increase. Which is only about 200 kWh and still doesnt make an $50 increase to $253. I also was not asked for my bills during this phone call. If the sales team wasnt so worried about making a dollar they would have properly explained the way the system works. They also should have never set up a system, if they didnt have enough data to properly advise of the system we should have. Further more according to the panel installed in our home two of the four months were our electric bill increased, we used less electricity, than we did on the months we were only paying our electric company $50. I was also told that you have 30 days to respond to emails I sent an email on January 6th and did not receive any type of response. I would like to know what is going on with our system, or if we need to add more panels I need to discuss that. But I have yet to get an adequate answer and what I was told on the phone 30 minutes ago contradicts what youre saying now.

  

  Business Response

  Date: 03/13/2025

  Top Tier's Customer Support Manager was able to speak with this customer on the phone on 3/12/25. He was able to explain the system in full detail to the customer and she was extremely receptive. She's more at ease with the system and what we indicated and may look to add panels in the future. 

• Initial Complaint

  Date:02/24/2025

  Type:Delivery 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 installed 19 solar panels on our roof and estimated it would generate ****** kWH of electricity annually. The first year only generated ******** kWh. After multiple attempts to get support via phone and email I received a $318.60 check as an annual reimbursement with a promise to find a permanent solution. Another year of sub-optimal performance, but I can't get anyone in the company to return an email or call. A refund for the system performance or a product solution is required. They acknowledged in writing that their system is under performing but will not take action to address it.

  

  Business Response

  Date: 03/04/2025

  Upon receipt of this complaint, we escalated up Mr. ************* project to our Director of Operations. After reviewing the project, we are willing to add an additional 6 panels to the system to help with the offset at no cost to Mr. ***********. We attempted to contact him via phone to inform him of this but have been unsuccessful in reaching him. Once we are able to contact Mr. *********** successfully, we can move forward with the panel addition and solution that he has been waiting on. 

• Initial Complaint

  Date:02/21/2025

  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.

  These folks have been coming around for MONTHS. I told them in September I was not interested. They came back a few weeks ago and my spouse told them the same. They then showed up the very next day. I told them to leave. Then they show up after 7pm on a Friday night as we are retuning to get inside and told them we were not interested. I told the guy to go away and he said verbatim well we arent going to do thatThis is harassment and cannot be tolerated any longer and my young family felt threatened by top tier.

  

  Business Response

  Date: 02/24/2025

  We're sorry to receive this complaint as it is never our intention to make any homeowner feel this way. We have alerted our representatives to avoid this general area where this individual resides. As they are independent contractors, we have no control at all times over where and how they conduct their jobs. However, Top Tier representatives do wear identifying clothing and so this individual does not need to answer the door should another representative happen to approach his property. We have alerted our ********** not to go in the area, but that is all we can do. 

• Initial Complaint

  Date:02/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My power bill went up over 50 dollars recently. Top Tier recommended 5 more solar panels and assured me that would take care of the power bill. Since having the 5 panels put on...and I still don't think they are working properly...my power went up to over 100 dollars a month! My account person.. *****...will not respond to my texts. Or phone.. I am considering getting an attorney. Please have someone contact me asap. ************ Thank you...****** **** *******************************************************************************

  

  Business Response

  Date: 02/26/2025

  Were sorry to receive this complaint as Ms. **** is a valued customer. However, much of the information provided in this complaint is inaccurate. ****** was installed additional panels on 10/16/24, which was built off of an additional consumption of 3000 kwh. She sent us new power bills which showed that the amount of power she was using had increased, meaning her consumption was vastly different than the consumption amount the system was built for which is why we suggested the additional panels. We installed the additional panels for her and it started fully communicating on 12/8/24. In addition her original first year production on her proposal was estimated for ****** kwh and between June of 2023 and June of 2024 she produced roughly ****** kwh so she exceeded the original expectations. Based on our backend monitoring system and the numbers produced for December, January and February thus far, the addition is set to hit the production estimates as outlined in the addition proposal. Further, we have documented emails, phone calls and text messages of our *************************** communicating with this customer frequently. 

  Customer Answer

  Date: 04/09/2025

   
  I am rejecting this response because:
  
  Please see attached response

  

  Business Response

  Date: 04/09/2025

  Please see attached for our response and attachments. 

• Initial Complaint

  Date:02/19/2025

  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.

  On Saturday February 8 a salesperson from Top Tier Solar Solutions, based in *********, ** came to give us a proposal for installing solar panels on the roof of our home. At the end of the proposal, the salesperson offered us a contract to install the panels. I told the salesperson that I was not comfortable signing a contract on short notice, that I wanted to have the proposal checked by my brother, who is a professional licensed engineer with 25 years experience in solar energy first. I asked if we could back out of the contract if problems were found. The salesperson said if we signed the contract that day, the company would give us a $1000 cash bonus, and if I wanted to back out of the contract after the proposal was evaluated then I could. I asked how long I had to back out. He said that I had until the solar panels were delivered.We then OK'd the contract, which was shown to us as the salesperson scrolled down on his computer- we were not given a written copy to see. NO mention was made of a cash penalty if the contract was cancelled. The panels were scheduled to be delivered February 27.I sent the contract with the project design to my engineer brother.The review of the proposal showed several issues:1) the design of the installation as stated in the contract violates NFP1 fire code 2) the salesperson told us the solar panels are made by Mission Solar in ***********, **. The model number listed in the contract indicates that the listed panels are made by a **************** Jinko Solar 3) The cost is about two times higher than comparable designs by other reputable solar installer companies.We emailed the company to cancel the contract one week after it was dated. The company then said that there is a cancellation penalty of 30% of the total cost of the proposed installation. The contract also says that any conflict resolution has to be done in **, not in the state where the work is to be done, which is contrary to usual practice.

  

  Business Response

  Date: 02/20/2025

  We're sorry to receive this review. Upon receipt of this complaint, we did contact this customer and immediately apologized for the miscommunication and cleared any fines or fees from the project. Their project has been cancelled and they are not liable for any fees or late payments. Again, we apologize for the misunderstanding with that cancellation fee. Further, as it pertains to the concerns about the panels used, we do work in partnership with multiple suppliers throughout the country, but assure you that all of our panels are American-made. Due to our expansive operations, we do need to utilize other panels than Mission to accommodate our installation needs and volume. Further, Top Tier is a full service solar sales and installation company which means that we provide all services - from sale to install - in house. Additionally, we only use the best quality equipment offered in the industry, so our prices reflect the quality of service we provide and the premium equipment we use. 

  Customer Answer

  Date: 02/21/2025

   
  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.