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 Solutions LLC

  8197 Euclid Ct Manassas Park, VA 20111

• 

  Top Tier Solar Solutions

  5301 E Princess Anne Road Norfolk, VA 23502

• 

  Top Tier Solar Solutions, LLC

  Garner, NC 27529

• 

  Top Tier Solar Solutions, LLC

  11080 Air Park Rd Ashland, VA 23005

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:08/20/2024

  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.

  On Friday, August 2nd at 3:45 PM, my solar panel system installed by Top Tier Solar Solutions stopped producing electricity. Multiple communication with the company failed to resolve the issue. The company then refused to repair the system immediately. It has now been 18 days and I am exclusively using energy from my electric cooperative, and will continue to accumulate additional costs along with the required monthly loan payment until the system is repaired. They have indicated that they are waiting for a replacement part to be provided by a third party, however, there has been no communication regarding the timeframe of receiving this part (apparently the inverter), nor is there any explanation as to why they cannot replace the part with another inverter that they have on hand in their warehouse. This company has continuously been disingenuous with me, to put it mildly.

  

  Business Response

  Date: 08/23/2024

  We're sorry to receive this review as we have spoken with ******************** on various occasions throughout this time and have kept him updated as much as we can. ******* notified us on 8/2 that his inverter stopped communicating with the portal. He followed up with us on 8/5 stating that his inverter had errors and was not producing. We received an approved RMA from Solaredge on the 8/5 and were awaiting the component to arrive to our warehouse which typically takes about 2 weeks. We tentatively scheduled him for 9/5 to install the part and provided that day to him on 8/6, but he told us he was going to call twice a day until he had a new inverter installed. We again reiterated that this was a manufacturer part that malfunctioned and the manufacturer is supplying the new part, which we were waiting on. On 8/20, we still hadn't received the inverter from the manufacturer, so to get this done for the customer in an efficient amount of time, we outsourced the specific part and moved his service date to 8/29, which was the next available date on the schedule. We are getting this completed for the customer and have indicated to him multiple times that this outage was due to a fault in the manufacturer's equipment, which they took full responsibility for, which is why we were waiting on them to supply a replacement. However, we understand the urgency and have accommodated this customer as much as we could. 

• Initial Complaint

  Date:08/14/2024

  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 were sold a solar System by Top Tier Solar Solutions, and we were lied to about almost everything. We now pay $223 for our solar system on top of a bill every month. Bill ranges from $265 to $30. They did not tell us if we don't use our tax credits for the solar loan our month bill will increase. They said we could use it on whatever we wanted but IF we applied it to out load it would DROP our payment, not increase. We were not told about SC tax credits or there's a program to sell our unused energy back. Our salesman simply lied to make a sale and ditched us. Never answered anymore calls. Once the solar was installed, the Emphase for the app to see how well its working did not work for about 6 months. We'd call to tell them, and they said they'd send a tech but never did. after about 5 or 6 techs, and 25 calls, and 6 months later they fixed it. The system I have is not the system I was sold. I told them I want this system off my roof and they said they can't take it back, so I'm stuck with this. Just recently they sent kids down our street trying to sell solar and they came to my house (even though I have solar...) and I told them I want nothing to do with them. They wanted to make it right and wanted to send someone out to overlook everything. He came over and I explained the whole situation and he even agreed what his company did was wrong and literally told me everyone who worked there 2 years ago was fired or left. He also explained how everything worked and agreed it's not what we got. He went outside and made a call and said to not say anything yet, but he wants to see if they can get us a battery to make this right. After he left will not answer my calls, texts, or emails. I called the main office number again, and the company says everything's working as it should and will not listen to me or my wife. I need guidance on the next step to make this right and so they do not take advantage of other ppl.

  

  Business Response

  Date: 08/20/2024

  This individual used to work as an independent contractor for Top Tier Solar Solutions. They sold themselves their own system in March 2022 and are now complaining as a disgruntled former independent contractor over two years later.  They claim they were lied to about everything, but they know thats not true as they not only worked for the company so knew the intricasies of the system, but also sold their own deal so would have lied to themselves. Further, as it pertains to the claims about the utility bill and tax credits, it states on page 3 of the contract signed by this customer back in March 2022, #Actual new utility bill may vary if there are changes in utility rates, adjustments to energy usage, or modifications to the consumption profile. * If you do not pay the pay-down amount by 16 months, then your monthly loan payments will increase to $224.34 So, this customer has been aware of the price increase if the tax credit amount not applied to the loan for over two years. Additionally, in the 4th items in the Terms and Conditions of the contract signed by this customer, it says, We recommend the client to seek the appropriate consultation concerning any tax liabilities that may be associated with the receipt of the rebate. Additionally, we have repeatedly told this individual that the system is operating exactly as it should and is actually producing more than estimated in the proposal. We have no record anywhere of offering this customer a battery in any regard. We have listened to all recorded phone calls, emails, texts and the like in reference to this customer and have no documentation of this interaction he claims to have ever happened. We do not owe this customer anything as the system is producing exactly as it should, if not better then estimated. 

  Customer Answer

  Date: 08/20/2024

   
  I am rejecting this response because: they claim I was an independent contractor who sold ourselves as a contractor? I NEVER worked for them or was ever a contractor. So i want record of this. We were sold the system by a man named ****. I even have his number in my phone along with the texts. Since then we had ******************* out who looked at everything and agreed something is off with our system. He spoke with **** the project manager and was trying to make it right by possibly giving a battery. ******************* went *** after a week so I called the office. Another man came out named *********, from **. He said our meter wasn't registering our input to the grid as it should then a week later he quit because he wasn't happy how Top Tier serviced their customers. I also have his number and texts saved as well. Everytime we have someone come out to say there's something wrong they go ***...I am disgruntled because the service top tier provides their customers. 
  
  

  

  Business Response

  Date: 08/23/2024

  Top Tier has record of this sale being set up by a lead setter by the name of *************************, and the closer was ******************, who no longer contracts for our company. Regardless, we have no documentation from a ******************* or a ********* of anything being reported to be wrong with this system in any capacity. We have checked all notes in every one of our databases for this customer and cannot find any indication of these conversations occurring. We also have reviewed this customers system on our backend software and see that it is overproducing, indicating no issue with the system. If the customer wants their system to be checked by one of our service technicians, we are more than happy to do that. Please call ************ and speak with our service department to schedule the appointment. However, at this time, theres no proof of such interactions taking place and no indication on any record that anything is wrong with this system. 

• Initial Complaint

  Date:08/12/2024

  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 first got involved with Top Tier last summer. we had just recently bought our house but had summer utility bills to show our usage. After agreeing to everything, it took over a month for installation, it then took over a month for the inspection to turn it on. now we have been utilizing our solar panels for about 8/9 months. After the initial hic-*** it was great. our bill was right around where we were told it would be. Every month for the last 3/4 months our electric bill has gone from 30$ up to almost 200$. when we contacted top tier about it, we were told we were producing great but the estimate we were given for how many panels we needed was wrong but it was our fault for not providing a years worth of utility bills. Having solar has only decreased our electric bill by roughly 90$ so now we are paying double what we were last summer between solar payments and electric. our only mistake was trying to use a smaller local company who does not care about their customers

  

  Business Response

  Date: 08/15/2024

  Were sorry to receive this complaint as ************************* is a valued Top Tier Solar Solutions customer. However, we have spoken with this customer and have indicated to her that there is no problem with her systems production. The system was installed on October 12, 2023, and received permission to operate from the utility company on November 28, 2023. This is a standard amount of time for this process as the inspections are scheduled by the local jurisdiction according to their availability and Top Tier has no control over that. This was communicated to the customer and they did not have to make any payments to their system throughout that time. We hadnt heard from the Fishbaughs until August 12, 2024, when they called in regarding their system and power bills. We reviewed their system performance at that time and found that the system is consistently producing more than what was proposed. As we told ********************** when he called in, the system continuously is exceeding production estimates and is producing great. We explained that the consumption in the summer months was much higher than the previous months, which is normal, but could be a factor in the higher utility bill as they are using more power. This is outlined in their contract that they signed with Top Tier Solar Solutions where it states on page six, #Actual new utility bill may vary if there are changes in utility rates, adjustments to energy usage, or modifications to the consumption profile. The representative also did not say that the higher bills were due in any way to building the system from a limited bill. He did say, however, that because we only were able to utilize six months of data from this customer when building the system, we are using estimates based on usage. As such, the system is exceeding all estimates at this time and working even better than it should. If they are looking to get more production out of their system, they can purchase more panels to add to their system. 

  Customer Answer

  Date: 08/16/2024

   
  I am rejecting this response because:
  

  We provided bills for last summer with the ** running full.capacity. we even got a new system. There is no reason why our bill is still 200$ this summer with a better system and solar. Our prediction should of been dome based on our high bills last summer.

  
  

  

  Business Response

  Date: 08/19/2024

  As previously stated, the system was built off of the power bills provided to fit the amount of consumption used. When we spoke with this customer, we informed them multiple times that this system is performing exactly as outlined in the proposal and is even exceeding production estimates. However, they do appear to be using more energy which has caused their consumption levels to increase. If they would like to purchase additional panels, they are more than welcome to and we would be happy to assist them. But as of now, this system is operating exactly as designed and matching estimates as outlined in the contract, so there is no fault of Top Tier at this point. 

• Initial Complaint

  Date:08/11/2024

  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 came to my house and installed a solar unit. It is affixed to the house but not operational. We agreed on a price of $68, 000 with a monthly payment of $268 for 25 years. Then last month we were contacted that the price increased to $75,000 and they transferred my wife's signature from the previous contract to the new paperwork. We have nothing in writing and they have not sent us a copy of the contract just a PowerPoint presentation of savings and how much we will have to pay. Also reminding us that our tax return should be given to them. My wife and I contacted them since the price increase and no resolution.

  

  Business Response

  Date: 08/14/2024

  Were sorry to receive this complaint and for any misunderstanding that may have occured. However, Top Tier Solar Solutions is not responsible for the financing of the system. This concern should be addresses with the financer that the loan is obtained with. Further, we do have a the proposal that was executed by ************************* which is date and time stamped, showing that they agreed to the $75,000 price as outlined in the contract. If there was any kind of increase from the original contract or anything of that nature, that would need to be addressed with the financing company directly as Top Tier is an entirely seperate entity and has no control over that price. Further, Top Tier is more than ready to complete the system and make it operational but the Goulbournes are refusing the Welcome Call with GoodLeap which is prohibiting the inspection being scheduled. In order for us to complete the system, the inspection needs to be conducted by the jurisdiction which can only happen after the Welcome Call is completed with GoodLeap. We are more than happy to assist this customer in any way that we can.  

• Initial Complaint

  Date:07/24/2024

  Type:Customer Service 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 or around February 27, 2023, I entered an agreement with Top Tier Solar Solutions to provide solar panels for my personal home. During the process I provided them history of my power usage for them to determine the size of my solar system needed. They estimated I would consume ***** kWh in a year and therefore built a system estimated to produce ***** kWh. My system went active around September 2023. After several months of no changes in my electric, I began to bring this to their attention to review as well as investigate myself. I determiend they did not use my electric history, as my previous year consumption was closer to ****** kWh, and therefore did not provide and accuratly sized system and incorrect estimates. I have been in contact with them since about Jan 2024, and have not gotten any solutions or answer on how to correct the issue. When I call every month, they simply state they are "still reviewing". In the meantime, I am continuing to have a "normal" electric bill on top of the payments for the solar panels that were financed. In addition to poor communication, improper practices, and more, they caused damage to my home (craked the ceiling) that they have refused to assess or repair. I've also been made aware by previous employees of their unethical sales tactics, that I've fallen to. Such as scamming me into their alarm monitoring under the guide that it would lower my homeowners insurace and that I could cancel if it did not. So in additiona to paying for the solar panels, I am now in a ********************************************************* wanted.

  

  Business Response

  Date: 07/31/2024

  Top Tier leadership has been given the details of this review and is doing an investigation into the system. A manager will be in contact with this customer regarding Top Tier's findings and our proposal moving forward. However, while we want to do our best to satisfy this customer and make her happy, we absolutely reject the claims of "unethical sales tactics" that this customer claims she has been informed of by "previous employees." We have no knowledge of who these "previous employees" are or the libelous statements they may have against our company after leaving. Regardless, there is no evidence of such in regard to this customer as they willingly and with full knowledge signed up for the solar system with a representative over a year and a half ago. If the system is underproducing, Top Tier will gladly address the issue at no charge to the customer. But in the year and a half of Top Tier's relationship with this customer, there has been absolutely no evidence of such "unethical sales practices" or any reason for this customer to make such a claim. 

  Customer Answer

  Date: 08/01/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and at this time, they are offering a potential resolution. While the process to correct the issue of underproduction has yet to begin, I have spoken to a representative and agreed to start the process. 
  
  Thank you. 
  

• Initial Complaint

  Date:07/23/2024

  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 purchased solar from Top Tier. According to them our lights would stay on during power outages, that our monthly light bill would be $20 give or take a few dollars. Our lights have never stayed on during power ************* light bill has never been that low. If anything it has been higher. They sold it very well with all the good about this product and none of it has held true. What they did was sell my husband and I a scam. I do not recommend anyone getting solar through Top Tier it has been a mess since we signed to get them. The employees that I dealt with was not very professional either. There is alot more that my husband and I could say but limited space.

  

  Business Response

  Date: 07/24/2024

  Were sorry to receive this complaint as the Korengays have been a valued Top Tier customer since 2022. In fact, we havent received any communication from the Kornegays since January 2024, in which they called our main line just to request maintenance for a panel that got ruined during a storm. We have not heard from them in any regard to their system or dissatisfaction of their systens performance in the entirety of their partnership with us. If there is an issue with the system, we absolutley will address it. Please provide us with a copy of your last few power bills you have received, and we will cross analyze with our backend data. As it shows right now, there is no issue wth the system and it is operating perfectly and as designed. However, if you claim your bills are higher than average please call our main line at ************ or email ******************************* with specifics from your most recent power bills and we will happily work with you. 

  Customer Answer

  Date: 07/24/2024

   
  I am rejecting this response because:
  I have reached out with emails stating issues. I have reached out to *********************** with no follow up email and I posted a review on the web page with no follow up in regards to my post or dissatisfaction. 

  

  Business Response

  Date: 07/29/2024

  *********************** has not worked for Top Tier for almost a year which explains why you have not heard back via email from him. Further, we do not have any emails to our ******************************* address with any inquiries from you. We are more than happy and willing to look into your system and utility bills, but need you to please call ************ and speak with customer support directly, or email ******************************* with a copy of your latest utility bills and a brief description of your issue. 

  Customer Answer

  Date: 07/29/2024

   
  I am rejecting this response because:
  My husband reached out to *** via cell. *** did not answer it went to voicemail. My husband left a message and *** returned my husband's call. A few days later I emailed *** with no response. And from a good business stand point when any of my employees leave being in a HR background I have IT get all the emails for the person leaving forwarded to the new person taking that job over. Emails shouldn't be left out there with no follow up for any customer. The email should be forwarded to someone else in that company to handle or either a response sent back to the sender stating this individual is no longer with Top Tier reach out to our customer service. Attached you will see a light bill.

  

  Business Response

  Date: 07/31/2024

  Top Tier has sent the attached bill from this customer to the Director of Operations to review and will be in contact shortly. Further, regarding your claims about not receiving correspondence from ********************, the previous Director of Customer Success here at Top Tier, that is again because he has not worked with our company in almost a year. As such, we're sorry if he did not make that clear but again, we have not had any other calls or inquiries from you to any other representative or our main information lines since January. Now that we have received your bill, we can look into your consumption and production and get back to you via phone call with next steps. 

• Initial Complaint

  Date:06/15/2024

  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.

  In January I decided to get solar panels to eliminate the use of electricity for the most part. I was told the installation and setup would take 4-6 weeks. It took 4.5 months. I had to start paying for the solar panels and pay for normal electric bill starting in May. I was told that one bill (solar panels) would replace electricity bill because I was concerned about my financial budget. I am paying for two bills at the moment. When I called customer service they were rude and told me there is nothing they can do. I also called them because my current electrical consumption is more than what the solar panels produce on a daily bases unless I stop using electricity in home. I asked for help and they told me they will evaluate after 12 months. This company is not to be trusted. Their presentation is a farce. There is no true savings not when I am paying two bills, the solar panels dont produce enough energy during the most sunniest time of the year, and the company doesnt want to truly help fix the issue.

  

  Business Response

  Date: 06/20/2024

  Were sorry to receive this complaint as **************** is a valued customer of Top Tier. However, much of the information provided in this complaint is false and misleading. Top Tiers Senior Customer Support Manager spoke with this customer on May 29, and we listened to the recording of this message and the customer seemed extremely receptive to the information and it was a good conversation. As was explained to **************** on that call, her system was only activated in the beginning of May 2024, and as such, she has only seen one month of production, which most likely hasnt been reflected on a power bill yet. She should see the production reflected in the next bill or two from the power company as most billing cycles happen 30 days behind, so the bill she is referring to would not be reflective of her system just yet. Further, Top Tier just compensated her for a payment reimbursement for the inconvenience of the battery not getting properly committed at the time of Permission to Operate, just as we reimbursed her for any payments until her system was fully operational. Further, upon receipt of this complaint, we did a full analysis of the system performance and the system is fully operational set to produce 1035 kWh this month, which is over our original estimation. Again, the system has only been on for one month, and the customer needs to allow the system to produce longer than one month to see the difference in her bill. 

  Customer Answer

  Date: 06/20/2024

   
  I am rejecting this response because: there is more to this story than one conversation as mentioned in response. On May 29 I had a conversation with ********** believe where he explained the features and yes compensation for the battery issue was promised but has not been received almost 3 weeks since that conversation. There was a conversation on May ************************************************ its entirety to really understand my concerns and frustration. As I continue to monitor my system via Solar Edge daily and weekly I still see consumption not being covered by my solar panels. That is my frustration. I dont want to call customer service because Quinisha answers and she has the worse customer service skills I have ever encountered. As I stated in previous statement I am not the only current customer that is having issues with customer service and with the service.
  

  

  Business Response

  Date: 06/23/2024

  All phone calls are recorded at Top Tier and we listened to all the calls between our representatives and ****************. Our representatives explained exactly as we have in our response - there is not enough data on the system now. What we can see right now from only one full month of production is that the system is on track to produce as estimated in the contract. Additionally, the reimbursement for battery portion is in the form of a check and was sent out via mail on June 20. It should be received shortly. Further, the customer was reimbursed for the full amount of their panel payments in April before the system got permission to operate. Top Tier is dedicated to this customer and ensuring their satisfaction. However, currently this system is performing exactly as it should be and the customer needs to allow for one full utility bill to come through with the solar reflected on it. There is no data to show anything is wrong with the system at this time. 

  Customer Answer

  Date: 06/24/2024

   
  I am rejecting this response because: where is the savings. May electrical usage according to PWC was ***** kWh. I know it was not a full month with the system fully functional. Junes consumption is 952 kWH with the system fully functional. June of 2023 I used 1287 kWh. Where is the huge savings? The solar power made a dent in savings. The contractual agreement was that solar power would practically replace electrical (PWC) power. Now I fully understand in the winter months when there is less sunlight that will not be the case but during the summer months which were are in what is the excuse. I did not sign up for 2 bills. I made that very clear the sales rep. ** explained it as it been explained above about the year averaging out with highs and lows due to seasons. It doesnt make much number sense whats going on now. I monitor my usage on a daily basis and weekly basis and doesnt take PWC to confirm what I am say but guess what? The data from PWC has confirmed. The numbers and the current season we are in dont lie. 
  

  Its a huge problem to sell a person a savings package but not be able to stand by it. Per the sales rep one bill was suppose to replace another. That was my biggest concern and that was what I was sold. That is not the case. I have been sold a pipe dream and being asked to deal with it. One a person is on a financial budget because they have upcoming bills like a sons tuition these type of things matter. I cant wait a year to see it works out. I was told if there was a need for another panel(s) that would not be a problem. I was told that your company would make sure I was straight. That is not the case. You send out a check 20 days after a conversation only because I have filed a complaint. 

  
  

  

  Business Response

  Date: 06/28/2024

  As was explained to this customer in our previous response and on various phone calls, the estimates made in the contract is based on annual production. As such, Top Tier is not able to accurately determine anything from only one month of the system producing. As was explained to this customer, we will continue to monitor this system and will do an audit of the system when it hits one year of active production. However, it has only been producing for one year. Further, the Terms and Conditions of the contract signed by the customer with our company states explicitly, 7. No amount of energy savings, energy production or income generation are guaranteed as a result of the purchase and installation of eligible equipment. While the savings are not guaranteed due to fluctuation of utility programs that are outside of Top Tiers control, we are dedicated to ensuring that production estimates are met for this customer. We will continue to monitor this system once there is enough stored up energy and months of consumption vs. production data to determine its accuracy fairly. However, as stated previously, this system has only one month of pure activation and that is not a suitable amount of time for the system to store up a consistent amount of energy or to determine that there is an issue with the system. 

• Initial Complaint

  Date:06/10/2024

  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.

  I bought these solar panels in JANUARY and they still havent completed the job- meanwhile I am paying monthly for the panels that dont work.

  

  Business Response

  Date: 06/17/2024

  Upon receipt of this complaint, Top Tier Solar Solutions Senior Customer Support Manager contacted this customer directly to explain the status of their project. As was told to the customer, this project is not held up by any part of Top Tier, but instead is being halted by their county. This customer's county is requiring an engineer to be on-site during the inspection, which is unlike any other jurisdiction Top Tier has ever worked with prior. As such, we are waiting on the county inspector to find availability to schedule the inspection in conjunction with one of our engineers. The system is installed and completed, just waiting final inspection so that it can receive Permission to Operate. This individual is able to get reimbursed for any panel payments they may have made as we never want any of our customers paying for a system that is not operational yet, and was told this by the Senior Customer Support Manager. We are working as diligently as we can with the constraints we are facing from outside entities such as the utility company and local jurisdiction which are outside of our control. During the call, this customer understood what was explained to him and better understood that the wait is not Top Tier. 

  Customer Answer

  Date: 06/18/2024

   
  I am rejecting this response because:
  I have been given several ambiguous reasons for not completing this project. This latest one given in their response is different from the other two reasons they have given me. The responsibility lies with Top Tier solely- not the county inspector. This residence should have been inspected thoroughly by them and they should have investigated whether there were any potential problems installing these panels- fact of the matter is the project was overlong even before the first county inspection. I was told first that all their engineers were out of the country, then I was told there were some here but they were out of the office. Now theyre saying they cant find an appropriate time frame where both parties can be on site. I have very little confidence due to the many times their story has changed. They also havent reimbursed us for this months payment. I am fed up with being in the dark about when this thing is going to be done- this company is into us for ****** dollars and the way this has been handled shows a disregard for that fact- I will not express any sort of satisfaction until this boondoggle is FINISHED - we are going on EIGHT MONTHS now- RIDICULOUS

  

  Business Response

  Date: 06/20/2024

  We have kept ************* in the loop throughout the entire process, and have told him clearly that the issue lies within the inspector. The inspections are done by third-party county inspectors and Top Tier has no control over their schedules and requirements. As stated previously, the county is requiring an engineer to be on-site for the inspection, which is outside of the normal inspection requirements in any of the 100s of jurisdictions we work with across many states. A date was finally decided upon for this inspection that worked with the inspector and on-site engineer, to which ************** has confirmed. As the county is  the Authority Having Jurisdiction, we have little choice but to comply with their requirements even if they are challenging and a moving target. We successfully perform this process with 100s of jurisdictions over many states with success in the 90% + range for every inspection. Over 1000s of projects, this is our first time having to comply with the requirement of an on-site engineer. However, instead of fighting the jurisdiction, we are complying with their requirements at our expense to bring this to a close as quickly as possible and get this finalized for **************. As always, we have owned this process from the beginning and will see it through. We have a local engineer we have passed this case to and hope to close this matter promptly. Many of our competitors *********** months or more as a norm. 5 months is well beyond our typical 4 weeks from installation to operation. In addition, ************* has not been out of pocket for any expenses to the lender while we work through the compliance process. We have reimbursed him for every payment, and the last payment reimbursement ************** is saying he hasn't gotten was mailed out on June 14, 2024, so he should be receiving it shortly if it hasn't come already. . 

  Customer Answer

  Date: 06/21/2024

   
  I am rejecting this response because:
  I am still working with Top Tier to find a solution

  

  Business Response

  Date: 06/23/2024

  We have made an extraordinary effort to complete this with as little interruption to ************** as possible. Top Tier has compensated him for all of the payments for his system and will continue to do so until it is fully activated, so ************** is not paying for the system currently. Further, Top Tier is working diligently around the clock to complly with the AHJ's requirements to have an engineer on site despite it being a request we have never encountered in the 1000s of jurisdictions we work with across many states. However, in an effort to prove our commitment to complete this project for **************, we are complying with the demands of **************** AHJ and coordinated the inspection with an engineer on site. Last week, we scheduled the date and informed ************** that the inspection would occur on July 17, that we are here to answer any and all questions until then and will continue to reimburse his payments so he is not paying for a system that is not yet activated. Again, **************** system is completely finalized and is only being delayed due to his jurisdiction and not a fault of Top Tier. Top Tier is committed to the completion of this system and the successful passing of the inspection. 

• Initial Complaint

  Date:06/05/2024

  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.

  Where do I begin.. Ok, so the main idea is to have enough panels in your system, where you can reach 1 to 1 ratio in production and consumption. And as a result you're saving money on electric bill. Sounds good on paper, but far from truth in our situation. When we were signing the contract with *******, we noticed that we have only 8 panels, considering the fact that houses in our neighborhood have at least *****. But we were told not to worry, because panels from TopTier much better than everyone else's and don't require such amounts to produce enough power. Well.. over a year later we have not met 1 to 1 ratio once, which resulted in double bill on monthly basis. We are paying for panels per contract AND for electric bill from Duke. There was times when bill from Duke was even higher than before we got our system installed. And yes, we are aware of high and low peak hours, tried to do some big changes in our routine and zero results. Also we never got any tax credits that were so promised to us by company representatives, which we were hoping to put into the loan. When I contacted TopTier after year of struggle and several inspections, that were done by their technicians, I was told that I need to purchase more panels. And that's because our power consumption increased. Well, if you look at the papers, our consumption miraculously increased over night, right after we signed contract and installed this system. How convenient. So we both came to agreement that it was a miscalculation in the process of designing our system, and if it was done right from the beginning, we would be paying more for the system anyway. But if I knew that we would be paying even more, do you think I would sign up for it, absolutely not. Because what was preached by their representative is "let me help you save your money!" Company refused to accommodate any expenses or need to resolve the situation, their solution is for us to purchase more which is absolutely not a solution for us.

  

  Business Response

  Date: 06/17/2024

  Were sorry to receive this complaint as the Vertsehovskis are valued Top Tier customers. However, much of the information provided in this complaint is false and misrepresentative of Top Tiers dealings with this customer. As with all Top Tier customers, the Vertsehovskis met with a Top Tier representative who built a customized solar system for their energy needs. This system was built off of a power bill provided to the representative directly by the Vertsehovskis. As such, the representative could determine from the power bill how much energy their home used and the amount of panels/how big the system needed to be to offset that energy usage accordingly. Upon receipt of this complaint, Top Tier investigated their system and discovered that the system is on track hitting the production estimates as proposed in the original contract. As shown in the original power bill the system was based on, the system was built on ***** kwh of consumption and an estimated production of ***** kwh annually, which the system is meeting. We spoke with this customer on 5/20 and went over this information explaining that the system is producing as expected but their consumption has increased, but the customer was not satisfied with this answer. Top Tiers system has completely upheld its contractual estimates to this customer and thus is not responsible for the customer using more energy. We are able to add more panels to the system if the customer would like to add-on to their system to further offset their consumption, but since our current system is operating how it should and meeting production estimates, we would be happy to assist in doing so. As it pertains to the claims made about the tax credits, many tax professionals are not familiar with how to properly incorporate the solar tax credit for customers. Top ************* with an accounting firm that specialized in the Federal ITC and can refer this customer to the agency for further assistance if they would like. 

  Customer Answer

  Date: 06/19/2024

   
  I am rejecting this response because:
  When our system was designed we mentioned every time we could, that our electric bill at that time would not show an accurate readings because we just had moved into the house at that time. And only 3 last months of that period would be accurate. But company representatives have assured us that it's OK and will be taken into consideration, which we clearly see was not the case. Plus representatives were so eager to make a sale instead of possibly postponding the process to get more accurate readings. Now we have this issue..

  And in regards of helping with tax credits, if there any help we can get, we will take it. 

  

  Business Response

  Date: 06/23/2024

  Again, we're sorry to receive this complaint but the information provided in our previous response stands. Top Tier investigated their system and discovered that the system is on track hitting the production estimates as proposed in the original contract. As shown in the original power bill the system was based on, the system was built on ***** kwh of consumption and an estimated production of ***** kwh annually, which the system is meeting. Top Tiers system has completely upheld its contractual estimates and obligation to this customer and is not responsible for the customer using more energy. We are able to add more panels to the system if the customer would like to add-on to their system to further offset their consumption, but since our current system is operating how it should and meeting production estimates, we would be happy to assist in doing so. As for the tax support, this customer can call into Top Tier's main line and speak with a Customer Support representative who will supply them with the information of Top Tier's tax professional. 

  Customer Answer

  Date: 06/23/2024

   
  I am rejecting this response because:
  It's realy interesting how TopTier is not willing to accept their fault in this case. And now we are stuck in a position we are in. It's definitely not a **************** and we are extremely disappointed in the fact that only solution, it's for us to purchase more panels. It looks like originally no one heard what we were saying in the beginning. Company made a convenient for them promise in the beginning, and they promised us to take care of us as well. But we don't feel like that, and my statements say the same. Looking at my bills company has not held their end of a bargain. For over a year we are paying for the service that is not working the way it should work for us and we are hitting dead end here. So what now? For us to buy more? That's not a solution. We patiently been waiting and now dead end again. It's ridiculous, especially when you pay so much for an empty promise. And Top Tier is not even addressing right now that they didn't pay attention to all information provided when system was designed and our concerns were addressed. That's a poor customer service. 

  

  Business Response

  Date: 06/28/2024

  There is nothing wrong with this customer's system and it is performing exactly as it was designed to in the contract and proposal. As such, since all data show that the system is performing exactly as designed, there is nothing that Top Tier needs to fix for this customer.As outlined in the contract executed by this customer with our company, Top Tier is obligated to ensure that the system is meeting production estimates as proposed based on the original proposal. Top Tier is not, however, responsible for the customer's consumption increasing. Based on the original proposal, the system is meeting all production estimates, and the difference the customer is seeing is due to them using more energy. Since the discrepancy is not due to a fault in the system or any fault of Top Tier, we are happy to assist this customer with a solution of additional panels as we said but the customer would need to pay for them. Again, we're sorry for any frustration this customer may have but our system is working and producing exactly as was proposed and the discrepancy they are experiencing is due to their increase in consumption. The system is meeting all production estimates and our contractual obligation to this customer is fulfilled. However, we are willing to help this customer and do what needs to be done to help their issue, but they will need to pay for the service and product. 

• Initial Complaint

  Date:05/13/2024

  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.

  Complaint against Top Tier Solar Solutions for non-completion of the installation and connection to the ********************* cooperative system I paid a deposit of $1545.00 on 01/04/2024 and an additional final payment of $13964.25 for a total of ******** on 02/26/2024 upon final installation. As of 5/13/2024 I am still not connected to the *********************** Cooperative system as promised by Top Tier Solar Solutions. I and ***************************, my farm manager, have called the office repeatedly and have receive no response. Top Tier Solar Solutions has not supplied me with my copy of the signed contract and not the correct copy of the installation drawings.************************ cc ***********************

  

  Business Response

  Date: 05/20/2024

  Were sorry to receive this complaint as **************** is a valued Top Tier customer. This project is ongoing and is almost finalized. It currently is awaiting Permission to Operate from the utility company, to which Top Tier has no control over. This is outlined in the contract signed by **************** and Top Tier, which states on page 13 in the Terms and Conditions, 14. The timeline proposed in this offer cannot be guaranteed by Top Tier Solar Solutions and Top Tier Solar Solutions cannot be held accountable for any delays resulting from situations not under the control of Top Tier Solar Solutions (rain, snow, permitting, application approval delays etc.) As such, Ms. ******* project is currently awaiting Permission to Operate from Rappahonnock, which Top Tier has no control over. We have checked in with them for an update multiple times and last update were told that Permission to Operate should be granted within two weeks. Top Tier has done all it can to get this project completed in a timely matter, however, we are not liable for delays that *** occur on behalf of the utility company. As soon as the utility company grants Permission to Operate, this system can then be activated and completed. Top Tier personnel has reached out weekly to *********************** informing him of the status frequently. He has only spoken with us over the phone once and has not answered or responded to any of my voicemails. My most recent call with a voicemail that was left on 5/13. All actions for this customer have been attempted to be escalated and she is only pending PTO at this time which is a delay from the utility company and not Top Tier. 

  Customer Answer

  Date: 05/20/2024

  
  I am rejecting this response because: ************************** came to install the net metering, they were unable to do so because the Solar ** had put the sticker on the wrong panel box. REC reached out to the Solar **, and although the responsibility to put the sticker on the correct box was solely on the Solar **, they reported that they had emailed the sticker to REC to apply. REC never received this sticker. *** then came back that same day, & making notes on their records where the correct placement of the sticker should be, proceeded to hook me up. 
  The Solar ** did not keep in contact with ***********************, whom I had designated as my spokesman as the Solar ** was not returning my calls.  Delays were also attributable to the Solar **'s having sent the wrong paperwork for the Hanover ** inspection which had to cancel their scheduled inspection & it wasn't able to be rescheduled for several weeks..
  I was requested to pay iin full, the balance of $13, ****** when they installed the panels on February 6. It was not until May 16, over 3 months later, that I was finally hooked up. I lost earning 5% interest on that almost $14,000. I would not have paid in full had I had any idea that it would be more than 3 months before the job I hired them to do, to provide me solar power, would be completed. Having the panels without the connection is not a completed contract. I would like to be reimbursed for loss of interest earning of  $175. I would also like to see the Solar ** be more upfront & knowledgeable in their presentation & commitment to their customers & recognize that they have the responsibility to honor the contract to its final connection.
  I have not received a copy of the signed contract although I have requested it several times as well as *************************** several requests. Until I have received a copy of the contract, this should not be considered my final response.
  
  

  

  Business Response

  Date: 06/03/2024

  While we value **************** as a customer, many of the claims made in this rejection are false. Rappahonnock requires specific pictures of equipment and placards different from any other utility company we work with. As such, once we received word from Rappahonnock of the necessary stickers required, we immediately expedited the placards and a technician went out to Ms. ******* home and installed them on 5/10/24. ******** every step of this clients process has been expedited as much as possible within the confines of what Top Tier can control. The client instructed Top Tier personnel to only communicate with *************************** on 4/30, and we have documentation of Top Tier personnel contacting ****************** weekly informing him of the status. We can provide this documentation to the customer if they so wish, so the claims that we did not keep in contact are completely false.  ******** Ms. ******* system has now received PTO and is fully activated. **************** was also emailed a copy of the contract on the day of sale to the email she put on file with our company. However, to further appease her, we provided her an additional copy on 5/30/24. We are more than happy to work with **************** on an appropriate resolution to her concerns. However, we do not take lightly to threats and disparaging remarks. 

  Customer Answer

  Date: 06/06/2024

   
  I am rejecting this response because there has been no acknowledgement on the part of the solar company that they in any way attributed to this way-too-long & poorly orchestrated process of my obtaining solar power. which I had to pay for in full more than 3 months before I was connected. I will accept, with reservations, that they attempted to keep ***************** & myself informed; however, when they did not leave a message to an unanswered call, one cannot KNOW that an attempt was made. Also, whenever, I called, I got a busy signal without an option to leave a message. I also reject this in that there is no response to my request to be reimbursed for the #*** I lost in interest earning by having to pay in full more than 3 months before I was connected.

  I have now received a copy of the contract.

  I do not accept that because ********************* requires certain things that other electric companies do not, that the solar company is exempt from responsibility for not finding out what was required in advance. Plus, it remained the solar company's responsibility to place the sticker on the correct panel box.

  I have not been connected long enough to know what advantage I have obtained in procuring solar power.