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

  11080 Air Park Rd Ashland, VA 23005

• 

  Top Tier Solutions LLC

  8197 Euclid Ct Manassas Park, VA 20111

• 

  Top Tier Solar Solutions

  11923 Tramway Dr Blue Ash, OH 45241

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/28/2024

  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.

  Top tier has been going door to door in my neighborhood for the last few months. In the last couple months they have knocked on my door 4 different times trying to sell me solar. I have stated every time I am not interested and that they have woken my babies during their nap. I have also pointed out that I have a no soliciting sign and no knock sign which has been ignored every time. They state they arent selling anything so they are allowed to be on my property. Ive asked every one of them to take me off their contact list but clearly that has also been ignored. I need Top Tier to take me off of their route.

  

  Business Response

  Date: 10/31/2024

  We do apologize for any frustration. However, our sales representatives do not solicit or sell anything. They simply work to inform homeowners of the benefits of solar energy and provide them with more information if interested. Our representatives wear identifying clothing so if a homeowner is not interested in hearing from our representatives, they do not need to answer the door. Lastly, our representatives canvass neighborhoods between the hours of 8 a.m. and 8 p.m., which is a reasonable timeframe to operate. The intention is never to disrupt or cause any inconvenience for anyone and we apologize that you felt this way. 

• Initial Complaint

  Date:10/21/2024

  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.

  The nature of this dispute appears to be completely related to the consultant sent to my house. Information which appears to be intentionally misleading. Specifically with the tax credit but there were other issues. There representative made some mistakes which were caught by other representative in the company resulting in an original offset estimate of over 80% which was signed under agreement only to be kicked back as the consultant failed to correctly assess the lot and correctly account for shadows. This resulted in a modified plan being drawn with a battery which was more expensive and still resulted in a lowered offset than originally agreed upon. However, this agreement was also signed. There was a complete lack of communication between this consultant and the rest of the team which was evident by multiple inconveniences. I was woken at 7am and told I had to cut every **** on one side of my house the day of installation. Yet again, not agreed upon but I didn't make it an issue. Finally, we back up to the consultation. This representative portrayed the ***** tax incentive as refundable, even stated I could use this $20k to pay another loan off, and pay the money I would have used towards that loan to pay down the solar loan before it reappreciated at 16 months. None of this is accurate and you don't speak to a tax representative until after as he stated at the beginging of the consultation that if you aren't inclined to sign today he doesn't want to stop and speak to you as he doesn't make any money for that visit. You're pressed to decide after multiple offers with confusing timelines and numbers are dumped on you and it sounds good in theory but its not accurate. There is also an incentive that was offered, and then raised due to the many issues we've had, the original amount was paid but not the corrected amount. He made this seem like a $20k check was going to be available, then that that check would come with tax time, and its neither.

  

  Business Response

  Date: 10/29/2024

  First, as it pertains to the tax credit and incentive, this information was explicitly stated in the contract executed by this customer. In the Terms and Conditions of the contract signed by this customer, it states, Client agrees and understands that none of the statements or representations by Top Tier Solar Solutions, or any of its agents, employees or contractors, whether made prior to or after the Effective Date of this Agreement constitute tax or financial advice. Client further agrees and understands that Top Tier Solar Solutions is not a tax advisor or accountant and that should Client desire tax or financial advice Client should engage its own independent tax or financial consultant. Also, on a recorded call at the time of sale this customer was explicitly asked if they understood that the representative is NOT a licensed or professional tax advisor and that Top Tier Solar Solutions or any of its representatives do not guarantee the information presented regarding the federal *** to which they verbally agreed yes. We additionally set up this customer with a professional tax consultant company to assist with the federal tax credit for their specific situation. We apologize for any misunderstanding that may have occurred, but all our sales representatives have a thorough understanding of the tax credits and how it relates to the solar system for each customer. We deny that we were anything but straightforward with this customer. Regarding complaint about the bushes being trimmed, that is based off of the electrical code that requires working space for all electrical equipment and the customer adhered to this requirement in the Terms and Conditions of the contract. This customer was just sold on 9/23, and installed 10/4, and we are waiting on the utility company to grant permission to operate. There have been no issues or open complaints from this customer to our company until this complaint.

• Initial Complaint

  Date:10/13/2024

  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.

  Buyer Beware! One of the worst decision Ive ever made. Lets start with the lies and high pressure sales tactics. Lie# 1 As stated in the previous complaints, you are told that you would receive money from the government for switching to solar. In my case I was told that it would be $18k which should be used towards the balance of the solar in help to keep costs down, but you can use the $18k however you want to, its your money, Its not $18k its a credit and its just a few thousand, which will not help with $45k you will have to pay back. Lie#2 I will NEVER pay more than $80 per month in electricity. Ive been paying an average of $150 plus my $259 solar which is set to increase to over $300, remember I didnt receive that $18k to go towards my balance. Thats almost $500 per month on a 1800sqft home. I currently have mold growing in my bathroom do to the panels, Top Tier came out to assess the mold which coincidentally, is right beneath the panels. Lie #3 the mold is forming because of the air circulation in my bathroom. Ive been in my home for almost 20 years, and had my roof replaced less than two years prior to panels being installed. I figured they wouldn't take responsibility, so I had an outside contractor assess the damage mold was not due to the air circulation in my bathroom. Dont call customer service, and if you do pray that you dont get the service manager ***, he asked me straight from his mouth what do you want me to do? I told him that he lacked empathy and sympathy for the situation. My lights are about to be turned off, because I cant afford both. He hung the phone in my face (sorry) disconnected the call (his words, theres a difference). The loan company doesnt care, they did not verify whether or not the panel were installed, which wasnt until months later. Just as long as they received their money they dont care. We had to sleep in the house on the coldest day winter 2023. This has been a nightmare. I do not want these panels.

  

  Business Response

  Date: 10/15/2024

  Were sorry to receive this complaint as this is a valued Top Tier customer. However, much of the information contained in this complaint is extremely false. First, as it pertains to the tax credit and the monthly payments, this information was explicitly stated in the contract executed by this customer. It states on page 6 it states, #Actual new utility bill may vary if there are changes in utility rates, adjustments to energy usage, or modifications to the consumption profile. This is estimated initial monthly payment for 18 months. The estimated adjusted monthly payment after 18 months without paydown is $351.2. The estimated adjusted monthly payment after 18 months with ******* is $246.14. The paydown amount is $18286.22. Further, in the Terms and Conditions in Section 4, it states, We recommend the client to seek the appropriate consultation concerning any tax liabilities that may be associated with the receipt of the Federal and/or State Tax Incentive Programs. We apologize for any misunderstanding that may have occurred, but all of our sales representatives have a thorough understanding of the tax credits and how it relates to the solar system for each customer. We vehemently deny that there was any wrongdoing or lying that took place with this customer.
  In regard to the claims of mold, we sent a technician out to examine the issue on 10/3/24. Based on the results of that site survey, it was determined that the mold was likely due to there being zero ventilation in the bathroom and not related to the solar system. However, we are sympathetic to this customers concerns and will be sending out a more senior technician in a week to further evaluate and test the area as a further demonstration of our commitment to the customer. Additionally, Top Tiers CEO has been involved in this case and will speak with the customer directly after the upcoming appointment with the senior technician. 

  Customer Answer

  Date: 10/15/2024

   
  I am rejecting this response because the sales associate assured me that I would receive $18k back in my tax returns to use towards my balance, which is part of their high-pressure sales tactics. I can provide phone records of your salesman calling me at 11 PM asking me to sign the loan documents. Are you also denying that my solar panels were installed when I was told they would be installed? I was only allotted 2000 words, but now that I am being called a liar, let me add the fact that the electrician took over a month to complete the project and left wires exposed for weeks in my laundry area (I can provide pictures). My AC wasn't working this year due to the miswiring. I have text messages from your **** offering me a place to stay because she felt so bad for me that my power was off due to your negligence during the coldest day of winter.Who in their right mind would sign up to pay more on their power bill? My power was subjected to be turned off because I could not keep up with both bills. Ths gentleman who came into my home for 10 minutes, never going on the roof, but stated that the mold was caused by ventilation. I have been in my home for 18 years, there has never been an issue with air flowing in my bathroom. Now I noticed today mold is now forming in my hallway, directly beneath where the solar panels were installed. Coincidence? My GC spoke with Good Leap on a recorded line stating this fact. Did I lie about the reaching out to TopTier alot? Did you all complete the wiring when you said you would complete it? Was there an issue with my AC this summer due to wiring? Was my power out and my kids and I had to be in the cold? Lastly, did you install the panels when you were supposed to in order to be paid by Good Leap? My neighbors and friends are interested in switching over to solar, I have advised them against. I've reached out to my community president making her aware of what is going on. Action 9 News will be next call prior to an attorney.
  

  

  Business Response

  Date: 10/17/2024

  Top Tier's owner and general counsel personally contacted this customer to discuss her issues. During this phone call, he was able to talk through her concerns and provide answers to the questions she posed. Additionally, he committed to personally seeing the matter through to ensure this concern is handled properly. A service is scheduled for a senior technician to go visit the home on Nov. 5 to do a detailed examination of the claims of water leakage, and also a detailed analysis of the production/consumption of the solar system to ensure it is meeting estimates in the contract. This matter is being settled with the customer directly. 

  Customer Answer

  Date: 10/21/2024

   
  I am rejecting this response because: Although I appreciate the call, I cannot close complaint until what was promised is followed through. As stated, before I have not received "Top Tier" customer service. It has been the complete opposite from some, but not all customer service agents.
  

• Initial Complaint

  Date:10/10/2024

  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.

  *Mar 16th 2023 I was sold a 16 panel 10Kw solar panel system *Jun 2023 There were (2) no call/no shows but the panels were finally installed Jun 30th *Jun 30th I identified only (1) 3Kw battery was installed and should have had (3) batteries *Jul 12th 2023 ************ called expecting payment but during initial sale it was agreed with **** **** that first payment would not be until Nov 2023 *Jul 2023 reimbursement check was sent to cover 4 months of solar panel payments.*Aug 2023 technicians visited twice to take pictures and removed the 3Kw battery. *Sep 2023 Still waiting on activation because they said they were waiting on permits *Oct 2023 reimbursement check sent to cover payments again since panels were still inop *Oct I went to permit office myself to find Top Tier was lying and the permit request needed to be made again because the original request was expired. *In all of this time I keep asking the company at what point is enough enough because i was told the process would only take 4-6 but it took almost a year for the company to commission my system on December 22nd 2023. I kept calling but the company stopped taking my calls. When I talked to the owner after leaving reviews on 4 websites he offered a Generator to my home because I mentioned that I had plans for that as well but that was not to be in Leu of the 10Kw system. During that call I asked several times how much more would the generator cost and he told me he would get back with me. My electric **** has not gone down to the $18.00 they said it would. In fact it has gone up to an average of $330 a month plus I am expected to pay a solar panel loan bill of $270. *October 10 2024 I have 16 panels and NO Batteries *It seems as if I was paid to be patient long enough for the company to turn their back which looks like a complete scam to me!!!

  

  Business Response

  Date: 10/17/2024

  The details of this complaint are entirely exaggerated and misleading. To start, this customers original contract included the ********************** system and one battery. The original delays that occurred were due to the utility company going through a program change, which caused us to not be allowed to interconnect until the change was completed. This was communicated to the customer and we apologized for the delay that was beyond our control. The customer then complained regarding the battery size because he wasnt satisfied with how much one battery supported and insisted he wanted a larger battery. At this time, the customer made complaints online which caused the owners to get involved. After speaking with this customer directly to better understand his specific needs, he was offered a generator instead of the battery. The Generator was provided at a significant discount and we came and removed the battery from the system. The only delays that occurred after that were due to having to rework the entire system to accommodate the battery and get proper inspection done with the generator instead of the battery. One of our licensed electricians went and reviewed the battery capabilities vs the Generator with the customer and the customer once again confirmed that he wanted to move forward with the Generator. It passed the inspection and the last note we have from this customer on this account is from April. Also, this customer received a total of 18 months of panel payments in all totaling $3,501.80 paid out to him directly in checks as part of an incentive with his system at purchase and we take offense to him saying that payment was to keep him patient long enough because that is entirely false. The customer has been well accommodated and provided for, with us going above and beyond our original contract to get him best suited with a system that fit his needs.

  Customer Answer

  Date: 10/19/2024

  This company has lied. I tried to cancel the contract on July 12 when I saw all of the red flags. I was told that I would not be able to cancel it. That is clearly why this company has always sent," incentive checks." It was obvious the company wanted to keep me holding on until they could eventually let me go and not give me exactly what I was paying to get. The only way this system would get my Electric bill down to the $18 a month promise by top-tier sales associate was if I had the battery so that the solar panels could charge the batteries and that night my house would run from battery power and not PWC power.   The generator was never to replace the batteries.  what purpose does the 16 panels on my house serve if they are not doing anything. It was obvious they were making payments to pacify me and I always asked at what point is enough enough? When I started dealing with this company my average electric bill was $185.00 and now I consistently pay over $300. So how did this $50,000 system benefit me? The ORIGINAL paperwork that the saleswoman ****** showed me explicitly said a 10kw system would cover the 6.3 Kw I used at my house each month. **** **** a manager was a culprit in the lies and later I've had 2 other project managers to include Emoney and someone else which shows obvious lack of communication within this company and that's why it took so long. Even when they were waiting on ***'s program change that was done in May. There is no excuse for the system to have not have been commissioned until December.
  

  

  Business Response

  Date: 10/25/2024

  This customer was unable to cancel because the system had already been installed on their home. The customer was sold the system on March 13, and the system installed on April 11. Per the contract, the customer has a ***** right to rescission and then can additionally cancel for a fee after that 3-day right up until installation. This customer attempted to cancel his contract after the system was installed on his home. He had forfeited his right to cancel and by July was well beyond the point he could cancel. Additionally, we have no record of there ever being an estimated $18 a month new power bill. Attached to this response is the original signed contract by Mr. ****** that clearly shows the new estimated power bill as $98 - never $18 so we are unsure where that number came from. However, again, these are just estimates and all fees associated are up to the power company and at their discretion, as stated in the contract. As stated, the system is working exactly as designed and operating fully. Because of this customers desire to save most of the power produced and have large backup power capabilities, that is why we recommend and he agreed to move forward with the generator. We have never lied to this customer or tried to keep him on hold. We have been nothing but completely flexible and accommodating to this customers ever-changing wants and desires. We provided him with 18 months of panel payments as an incentive for being a customer, and now that those have come to a close, is the only logical reason why he is only now complaining. 

• Initial Complaint

  Date:09/22/2024

  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.

  Well, currently, I am not really happy with Top Tier Solar Solutions! I had 13 solar panels and a backup battery installed last August/September 2023, and I was told by ******** *****, the salesperson who wasn't very professional when it came to his appearance that I would need 13 solar panels to provide enough solar to cover my **************** bill. Now, over a year later, I have discovered that I really needed 20 panels because my solar panels aren't really producing enough solar to cover my electric bill and I am having to pay for my loan payment for the panels and remaining balance on my ************* Bill, and at the moment there is an issue with the wiring, so my system isn't producing solar and I am having to pay for electricity. So NO, I am not pleased with Top Tier Solar Solutions because I have contacted them, and spoke to a secretary ******, and then to ***, the customer service manager, will only install 4 more panels instead of 7 more panels. Also, Top Tier Solar Solutions hasn't reimbursed my me for loss energy production. So, at this moment, no, I would not recommend Top Tier Solar Solutions to anyone! So, currently, i am still waiting for a solution to this issue.

  

  Business Response

  Date: 09/24/2024

  We have spoken with this customer and are actively working with them. We originally offered four additional panels because that is what we believe it will take to boost their production to offset the consumption. This customer has spoken with our Senior Manager of Customer Support and is sending copies of their power bill so that we can gain further data on that estimate. If we find that more or less panels are needed than the anticipated four, we will work with the customer to inform them. Additionally, we will be reimbursing the customer for their last panel payment to help further demonstrate our commitment to them. We are working closely with this customer and believe that their concerns will be resolved. 

• Initial Complaint

  Date:09/19/2024

  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.

  Had 2 young white males in a blue ***** and black HyundaiNC Tag VBA6511 car come and park in the middle of the culdasack on ***** Ct. They both approached my 16 year old son who was in the yard and started talking to him as I was walking up. I questioned what their business was. W/M blonde hair with glasses had advised they working with my power company and started the sales pitch for solar. I immediately stopped him and asked if he could read and pointed out the 2 signs posted stating No Soliciting/No Salesmen. The boy started to argue with me stating he was not soliciting, that he was not selling anything to me. I advised him that he was soliciting business for solar and that also if he was working with my power company he would know we can not get solar due to all the trees. He wanted to continue and tell how he could remove the trees. I again stopped him and told him he best get off of my property and out of the neighborhood. He again wanted to argue and I then advised I would make a phone call and have both arrested. Both left at this time. The W/M with glasses and blonde hair left in the blue ***** with NC tag and the W/M with dark hair left in the the black Hyundai.I called Top Tier Solar Solutions in ********* and spoke with a ********* who was not helpful at all and would not contact a supervisor. She advised that she could fill out a complaint form to send in. She fills out the form without getting the summary of what happened and stated she had sent it in and could not add to it.

  

  Business Response

  Date: 09/20/2024

  We do apologize for any frustration. However, our sales representatives do not solicit or sell anything. They simply work to inform homeowners of the benefits of solar energy and provide them with more information if interested. There was no harassment, no illegal activity or any misconduct of any kind with this situation. Further, the representatives left your property specifically when asked. While we do apologize that you do not agree with our business practices, we are licensed in ************** and **** to conduct business. 

• Initial Complaint

  Date:09/18/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company has lied about everything. The sales ***resentative gave us false information and purposely left out info to get us to sign. Once we signed and our panels were active our ***resentative stopped answer our phone calls and messages. The sales person said that we would get 46% back at tax time in a lump sump payment and that once we applied that tax credit to our loan our payment would go down $50 and that if we dont apply it then our payment would go up $50. What they failed to mention was that its only 46% if you are a business and that you dont get that money in a lump sump payment unless you make $120,000 a year. So s***e we cannot make that requested payment by the cutoff payment our payment will automatically go up $50 but it was never going to go down. I reached out to *********************** about this at the moment and *** eight panels came active he stopped messaging me further on the situation and just ignored my messages. We were also told we would NOT pay a dominion bill at all and to reach out if we do. But the customer service ***resentative said that is false. It seems every one ***luding managers are in the same page about what happens within the company but the sales person knows different information??? The sales person id saying stuff and deliberately leaving out anything that might deter someone from purchasing panels meanwhile the rest of the companies knows exactly what will happen. They purposely lied and refuse to show me the recording of when the sales *** was in my home so I can get proof. I am not the only person this has happened to.

  

  Business Response

  Date: 09/24/2024

  Were sorry to receive this complaint, however much of the information provided in this complaint is inaccurate. This customer was sold on 6/11/24 and was activated on 7/30/24, which means it has been producing just shy of only two months. As it pertains to the tax credit, the information was explicitly stated in the contract executed by this customer. It states on page 6 of the contract, This is the estimated initial monthly payment for the first 16 months (see loan documents for details). The estimated monthly payment after the first 16 months, with no paydown by 16th month, is $185.68. The estimated monthly payment after the first 16 months, with paydown by 16th month, is $129.77. Further, in the Terms and Conditions in Section ************************************************************************** representations by Top Tier Solar Solutions, or any of its agents, employees or contractors, whether made prior to or after the Effective Date of this Agreement constitute tax or financial advice. Client further agrees and understands that Top Tier Solar Solutions is not a tax advisor or accountant and that should Client desire tax or financial advice Client should engage its own independent tax or financial consultant. We apologize for any misunderstanding that may have occurred, but all of our sales representatives have a thorough understanding of the tax credits and how it relates to the solar system for each customer. We vehemently deny that there was any wrongdoing or lying that took place with this customer. After the service on 10/2, we can analyze the system with our back-end software and we are willing to work with this customer on any concerns they may have. However, all of the concerns expressed by this customer are laid out clearly in the contract signed by the customer at the time of sale and reiterated by every representative theyve spoken to since the time of sale. 

  Customer Answer

  Date: 09/24/2024

   
  I am rejecting this response because:
   
  This company has knowingly given false information through their sales team in order to make a sale. I have requested the audio recording and they said they wont give it without a court order. But a review of the 4 hour audio recording where I asked every question possibly and double checked all of the claims would prove that they are knowingly lying in order to make a sale. I am not the first ****** to report this as an issue. A lot of the reviews state the same. They are known for being scammers and taking advantage of their customers. But they refuse to give me the audio as proof. 

  

  Business Response

  Date: 09/25/2024

  We're sorry that you feel this way and for any frustration you may experience. However, we do not record any of our interactions. We do not have a recording of the meeting with your sales representative. Recording our customer interactions is not a practice we engage in as there is personal identifying information provided during those meetings and we do not record such situations. We do not know what you are referring to with the recording. We have no phone calls from this customer to our main line where a "recording" is spoken about and have no recording or any video or audio footage of the meeting with this customer. If you have been speaking with the sales representative who operated as an independent contractor for our company, then that would be a conversation that occurred with that individual directly and nothing to do with our company at large. As a company, we do not condone recording customer interactions and do not authorize our sales representatives to do so. Further, we do not have any footage, audio or video, of your interaction with a sales representative. 

• Initial Complaint

  Date:09/17/2024

  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.

  Doorbell footage on 9/16/24 at 3:52pm caught sales person from Top Tier Solar Solutions opening our storm door, knocking, and then jiggling our entry handle to check and see if it was locked. I was informed of who the company was after asking our neighbor that was home and opened the door for the sales person. I have filed a complaint with the company for this behavior also.

  

  Business Response

  Date: 09/17/2024

  We do apologize to this individual for this situation. We have spoken with this independent contractor and they have been let go their independent contractor relationship with our company. This is not Top Tier's standard and not behavior we tolerate. Again, we apologize and appreciate you informing us. 

  Customer Answer

  Date: 09/17/2024

   
  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:09/11/2024

  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 solutions lie say that our power bill will not be over $60 a month they say if it do they will pay for it and fix the solar system they didn't we try to call them but they will not answer that is the only reason why we went with solar now we paying $45000 for solar panels and this month $184 and $113 power bill and they also say that the government going to pay so much for them on our taxes so far we don't qualify they lied about that too how can we get them to hold to what they promised and say to our face just to get us to buy solar panels

  

  Business Response

  Date: 09/16/2024

  Were sorry to receive this complaint as the ******* are valued Top Tier customers. However, much of the information contained in this complaint is extremely false. First, this customers system was activated and started producing on 5/17/24, which means the system has only produced four months of utility bills.
  As such, the proposal signed by this customer at the time of sale states on page 6, Actual new utility bill may vary if there are changes in utility rates, adjustments to energy usage, or modifications to the consumption profile. The $60 utility bill this customer referenances was always an estimation provided and is not guaranteed, as explicitly outlined in the contract. Further, we have looked into the back end of the system and see that it is actually producing a little more than proposed (782kwh vs 686kwh proposed in June), so the system is performing exactly as designed. As we have told this customer, our proposals are based on a years worth of system production. So once the system has been active for a year, we will do thorough review of the system in its entirely and, should we see it underperforming or needing assistance in any way due to something Top Tier is responsible for, we will address the issue gladly. However, as of now, there is nothing wrong with the system and we have upheld every obligation to this customer. Lastly, we spoke with the customer in May and had a service in June where they were claiming their panel was scratched. We cleaned the panel and confirmed it was not damaged. On July 26th she called in regarding her security panel not operating, which we addressed. We don't have any missed calls from this customer within the past 90 days, so if they would like to speak with us in more depth, we would be happy to talk to them and they can call ************.

  Customer Answer

  Date: 11/01/2024

   
  I am rejecting this response because:
  

  They say that we got 13 panel that will  producing enough to run the house that was a lie and they say if the power go out we will still have power that was a lie. I called last mouth saying our panel is not working they say that duke power will give us the power that the panel produces for 5 day that was a lie I feel they need to fix the solar panels ASAP

  

  Business Response

  Date: 11/04/2024

  We just analyzed this customers system in our backend software and show that it is producing exaclty as proposed in the contract. There is nothing wrong with this system and nothing that needs to be fixed. We are unsure what this customers main concern is because this system is producing exactly as was designed and what this customer signed for at the time of sale on the proposal. Again, the system is actually producing a little more than proposed (782kwh vs 686kwh proposed in June). As we have told this customer, our proposals are based on a years worth of system production. So once the system has been active for a year, we will do thorough review of the system in its entirely and, should we see it underperforming or needing assistance in any way due to something Top Tier is responsible for, we will address the issue gladly. However, as of now, there is nothing wrong with the system and we have upheld every obligation to this customer. If this customer would like to speak with us in more depth, we would be happy to talk to them and they can call ************. However, this complaint holds no substance and there is nothing wrong with the system and we have refuted all of their claims per the proposal. 

• Initial Complaint

  Date:09/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had new roof, solar panels and spray foam insulation done through Top Tier March and April of 2024. Solar Panel insulation and spray foam insulation was great, however we had issues with the roof being done. First off, the actual roof insulation seems to in good order, but there was many issues of damage being done to our house during install. We have had the original roofers come out again to fix the problems, but actually made things worse. Month later we had two electricians out fixing some of the issues, however were not able to fix issues on our front porch roof and still have scratches on trim and gutters. I have been trying communicate with Top Tier about sending staff to fix the issues left from the original roofers since early June but never gotten a schedule date of when they were coming out. Last time I called was 3 weeks ago and was promised a call back 2 weeks ago. I still have not been reached. I am hoping this communication with BBB will help fix the mistakes done to my house by Top Tier roofers. We had such a pleasant experience with other installs of Top Tier its a shame their roofing was not.

  

  Business Response

  Date: 09/05/2024

  Were sorry to receive this review as ******************** is a valued Top Tier customer. However, much of the information provided in this complaint is untrue. Mr. ********* roof was completed on 2/26/24, and the roofers went back to service it on 3/15/24 due to Mr. ********* complaints despite not finding any issue with the roof. Still, ******************** remained unsatisfied and Top Tier sent more technicians out to his house on 4/19/24 to look at the roof again and tried to address any of his concerns. The technician cleaned any tar spots that the customer pointed out, fixed the white trim and any identified smudges left on the siding, cleaned chairs, and multiple other things that the customer requested to his satisfaction. Many of the items our technician completed were not caused by Top Tier, but the technician did them to help please the customer.  However, some of the issues could not be confirmed by the customer that they were caused by Top Tier or instead were pre-existing. As such, we informed him that we are happy to fix serious issues or any damage that was caused by our workers, but we are not general handymen to fix any issue with his home, to which he agreed.  We are happy to send another technician out if there is a problem clearly caused by Top Tier, but after the last service, we were not able to identify that any of the issues were caused by Top Tier there was not much left to be done. We have done nothing but try to accommodate and please this customer to this point and there is no evidence that there are still any issues that have not been addressed that were caused by Top Tier in any way. 

  Customer Answer

  Date: 09/05/2024

   
  I am rejecting this response because:

  I was told by your additional technicians that they could not fix the issues that were caused by the roofers on front porch roof and there needs to be another crew that comes out. I have tried following up multiple times and each time the operator says I am in the system and awaiting to be scheduled. I have been very clear with Top Tier and sent pictures of the problems the roofers caused. Top Tier techs have also taken pictures of the problem areas. I have told Top Tier I was satisfied with some of their fixes, but never for the front porch roof.  Please take responsibility for your mistakes and fix the last items your roofers caused.

  
  

  

  Business Response

  Date: 09/09/2024

  As weve told this customer multiple times, there is no evidence of the issue on the front porch being caused by the roofers. Top Tier has no documented evidence of our team causing any such issue on the property. Further, when weve sent various technicians out, theyve indicated in their notes that they could not even identify an issue with the front porch that the customer was trying to point out. We have done everything to appease this customer, but again, there is no proof that any such damage or anything was caused by Top Tier. If there is proof, we are more than happy to address it, but this customer has not been able to prove or accurately showcase the damage.