Complaints

This profile includes complaints for Top Tier Solar Solutions, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Top Tier Solar Solutions, LLC

  1530 Center Park Dr Charlotte, NC 28217-2911

  
• 

  Top Tier Solar Solutions

  11923 Tramway Dr Blue Ash, OH 45241

• 

  Top Tier Solutions LLC

  8197 Euclid Ct Manassas Park, VA 20111

• 

  Top Tier Solar Solutions

  5301 E Princess Anne Road Norfolk, VA 23502

• 

  Top Tier Solar Solutions, LLC

  Garner, NC 27529

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:05/03/2024

  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.

  Top Tier sold me on our system in May 2023. We waited to get our home financed (HELOC), so we closed and installed in August 2023. In April 2024, the system had not been producing for two months, so we called. A maintenance supervisor (MS) came out on 4/19/2024, said there was faulty wiring and left the system on, saying he would be back soon. 10 days later, no response. On that day, April, 2029, the solar panels caught on fire, setting our house on fire. No one was hurt, but we have substantial damage. Here's the bad part: their electrician, as well as others, reported the if the system is left off, there's no chance of fire- not with our type of solar panels. Yet, the MS left the system on. It seems logical, doesn't it, that when you have a wiring problem, you turn the system off, right? It wasn't producing a watt anyway. To make matters worse, Top Tier is lying to the insurance investigators (if the prove me wrong, I will retract this statement). They sold the insurance investigator that "We don't have critter protectors in our contract, we tell all our sales people to inform clients." I can produce at least two sworn affidavits indicating that, in August (about) 2023, Top Tier announced to their staff, "we now have critter guards, if people want them." They did not instruct the sales staff to report this to us. That was three months after I spoke with two senior sales people, who answered all my questions and sold me our system anyway. The sales people I spoke to couldn't yet offer critter guards. So, they didn't turn the power off, leading to a fire and they are trying to cover it up. Also, they are blaming it on squirrels, which I believe. But, it was their MS who left the system on and they didn't tell me about squirrel/critter guards, (sounds like they didn't have them yet). I hear these guards are common. Our neighbors have solar with critter guards. So, solar isn't bad if you have good company.

  

  Business Response

  Date: 05/15/2024

  Top Tier vehemently denies all of the false allegations included in this complaint. Once we received word from the customer, we sent a technician out 4/19 to examine the system, who then discovered that a larger team was needed to fix the system so rescheduled the service. The fire occurred on 4/29 and our team was alerted of the incident. The two instances were never connected. Further, the system installed is a Solaredge hybrid **/DC system. The ** to the inverter was left on so it could diagnose the errors remotely. The inverter remaining on to allow for diagnostics does not mean the solar system was energized, it was not and we have documented proof of this fact as does Mr *************;via his inverter management portal. The errors and faults could reasonably be interpreted as an inverter failure and we were proceeding with the evaluation of both roof faults and inverter faults. We were on site the day after the report by the customer with a preliminary evaluation. Regarding critter guards, he even said on a recorded line to Top Tier executives that he confused this fact with his sons new company, and was wrong about this claim. Further, Top Tier Solar Solutions installs a small percentage of critter guards and they are available to the sales team to sell at time of install or via service call later in the operational life of the system if the homeowner identifies a critter problem. We don't promote them due to the rarity because we don't want to add unnecessary costs to the homeowner. However, we are happy to monitor, inspect, service and add anything desired but we don't push these services. The Solaredge DC optimizer, hybrid PV system is one of the safest on the market. These occurrences are very rare and almost impossible with the low voltage available in an offline condition. Mr. *************;also stated on a recorded phone call that his insurance investigator disproved many of Mr. Holtzmans allegations.
  

  Customer Answer

  Date: 05/15/2024

   
  I am rejecting this response because:
  As Tier has done from the beginning, they are twisting words to benefit themselves. We couldnt believe that no one even said boy we are sorry that this happened to you. They only wanted to point out that it was squirrels who likely caused the problem. I did confuse something with my sons new solar company. The new solar company said, we build every system as if it is our own, so we offer critter guards to everyone. My insurance company confirmed that Top Tier does not tell their sales people to sell critter guards, as he admits again. As two former employees confirmed, top-tier said,  we have critter guards, in case anyone wants them. I was never told about critter guards, and **** says the problem was due to squirrels, I wish I had been told about critter guards. Also, their own electrician told me twice on the day of the fire that with the system off, there was no chance of a fire.   Im not making any claims that they caused the fire only that Since they said, from the beginning, the fire was caused likely by squirrels, I wish I had been told about critter guards, and because of that, Top Tier should pay for critter guards on all of our panels. As for customer Service, I made a ******************** complaint and their first response was to threaten a lawsuit. I thought BBB was to try and come up with solutions and help the customer with their complaint.

  

  Business Response

  Date: 05/17/2024

  Top Tier has been more than accommodating to ********************, and will continue to do so within the parameters of our contract. However, we will not allow ******************** to make libelous and disparaging comments about our company. Regarding his additional claims about critter guards, squirrel damage is rare. Like the rest of a homeowners property, solar panels, and other areas need periodic inspection. In the case of a high concentration of squirrels or particularly curious ones, nesting and other damaging activities need to be monitored. Top Tier Solar Solutions installs a small percentage of critter guards and they are available to the sales team to sell at time of install or via service call later in the operational life of the system. We don't promote them due to the rarity because we don't want to add unnecessary costs to the homeowner, as we have previously stated. We sell the highest quality energy producing solar photovoltaic systems to allow homeowners to produce their own energy. We are happy to monitor, inspect, service and add anything desired but we don't push these services. This is the homeowners system to operate at their discretion and we are here to support. 

  Customer Answer

  Date: 05/17/2024

  I am rejecting this response because Top Tier (TT) ) for numerous reasons. 1) TT hasn't showed us the slightest sympathy for our plight. We had a fire! We are out of our house for two months. I've lost 10 days of work.

  2) Further, while the system was down (it was brand new and went down in Month 3). Then we paid electricity for March and April, until the fire.

  3) 10 days passed from the time of the inspection by the maintenance supervisor, who said he'd be back. That alone is a viable compliant. We said, "We need this to be fixed and we are not getting any benefit." He indicated hce understood. 10 days later (no response), we had a fire, which Top Tier said was caused by squirrels.

  4) Their own electrician told me, emphatically, "If the solar is turned off, there's no chance for a fire." The solar was left on. Top Tier has made excuses; they have their reasons. To me, it's "Blah, blah." I am only reporting my experience. I am not being slanderous or liable. If I were, the majority of customer reviews I've seen about Top Tier would be slanderous. 
  

  5) I was never told about critter guards - period. Per Top Tier, squirrels caused the fire. These are just facts and reports of words spoken truly by Top Tier, which they do not deny.

  All I want now is for Top Tier to take the remaining panels OFF my roof. I will give them access to the roof. They already removed the burnt ones. They said on the day of the first that they would remove all of them, then they didn't (that's when the electrician was emphatic about "if the power is off, a fire is not possible." Top Tier - just remove the panels. My wife is afraid to turn the system on once the roof is repaired. That is now all I am asking for to have this BBB complaint resolved. 
  

  Thank you, 

  

  Business Response

  Date: 06/03/2024

  We take the safety of our systems very seriously. Because of this, we only install SolarEdge ** inverters and DC optimizers. This hybrid approach provides the highest level of safety compliant with *** 690. We responded to the incident on the same day, protected Mr. ********* property immediately by properly tarping the open area and attempted to schedule repairs immediately at our risk to settle with the insurance company. Mr. ********* preemptive posting of this complaint which is materially incorrect, ceased all such efforts and we left him to deal with the insurance company and their pace of evaluation and repair. We are a qualified licensed building contractor in the state of ******** and we were prepared to be on site when he returned from vacation to evaluate and repair the damage to minimize the inconvenience. The ** systems offline condition was not reported to Top Tier Solar Solutions until 4/18/24 and we responded the following day. Per agreement with SolarEdge, once commissioned, SolarEdge is responsible for supporting the customer in their role as an independent power producer by monitoring the ** system for proper operation. Once commissioned, Top Tier Solar Solutions maintains a workmanship warranty and supports the customer in any way requested but it is the customers responsibility to monitor operation of the system like any other piece of household equipment or appliance. Mr. ********* failure to monitor/ maintain his equipment and monitor squirrel infestation of his dwelling is not Top Tiers responsibility. Mr. ********* assertion that 10 days passed from the initial investigation to the incident is accurate. Our current service backlog is ***** days depending on the requirements of the service call. The initial investigation revealed further investigation was required up to and including access to the second story roof with appropriate safety measures. The rest of our response to these disparaging claims is included as an attachment.

• Initial Complaint

  Date:04/04/2024

  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.

  I finally got help after everything I was told was a lie. Nothing is working the way they said it would and I finally got someone to send me whatever agreement they were talking about which its not my signature. The representative forged my signature on the documents and I never had access to the agreement. I signed bank documents to finance based on what was told to me but they did a contract without my knowledge! Also they charged ******** for a *****kw system which is over $6.75/watt. Doing research the market is around $3.00/watt. Also my accountant told me they lied about getting a check from the government and I cant get those credits.

  

  Business Response

  Date: 04/12/2024

  Top Tier Solar Solutions has contacted this customer directly and is working to resolve any concerns they may have regarding their system. However, we have also explicitly clarified with this customer on the phone with Top Tier's general counsel, in which the customer agreed, that no fraudulent action was taken by the sales representative during this sale. This customer entered into the agreement for the solar panels willingly and knowingly. Top Tier was able to immediately dispel those statements with the blatant facts regarding our standard processes and procedures, and will continue to work with this customer to address any further concerns they may have in regard to the system performance. 

• Initial Complaint

  Date:03/25/2024

  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.

  We have been working with top tier for over a year now to have solar power. The panels were installed one year ago. They were finally turned on in August of 2023. We have yet to see ANY reduction in our *********** bills. We are now paying $200/month for our solar loan in addition to our *********** bills every month. I have reached out to top tier numerous times to which the response was that we just need to give it some time. It has been seven months and no change. Recently they sent us a check for $500 to help cover the lack of production. This does not even cover three month of energy bills. This is not a solution to the problem. I have now not heard anything from them since 2/23/24 despite numerous emails. No one has been out to the house to check the panels and no one has given us any timeline or plan for how to work out a solution. I would not have bought solar panels from this company if I had known how terrible it would be to work with them. This has been a constant source of frustration for over a year now.

  

  Business Response

  Date: 04/01/2024

  We're sorry for any frusteration or misunderstanding this customer may have experienced. However, we have addressed this issue with *********** over the phone and through email on multiple different occasions. Due to the variance in estimated production vs actual, Top Tier Solar Solutions issued a check in the amount of $508.90 to ********************* on January 24, 2024 for any and all missed production of the system within that first full year of production. The amount is based on the charged per kWh by your utility company and the amount of lost production from the estimates in the proposal - not what the customer is paying to their utility bill or loan provider. Further, the system is still producing efficently, but is just falling short of our production estimates as outlined in the proposal. As such, Top Tier Solar Solutions is still conducting an audit of this system to determine the best resolution to ensure maximum production. The compensation issued was to address any underproduction for the first full year, and as such, Top Tier Solar Solutions will put together a resolution on or before that year end date. Once we have put together a resolution for the system - which will come at no cost to this customer - we will contact them regarding next steps. We are dedicated to this customer and ensuring the most effective system possible. 

  Customer Answer

  Date: 04/01/2024

   
  I am rejecting this response because:
  I have had no response from the company in regards to what they are doing to fix this problem. They continue to ignore emails regarding this. $500 does not cover the loss in production for 6 months let alone one year. This is not sufficient. I know we are not the only customers experiencing these issues and am hoping something can be done to prevent this from happening to more families. At this point we would like to remove the solar panels. It has been too much of a headache with absolutely no benefit. 

  

  Business Response

  Date: 04/05/2024

  This customer was sent an email from our Customer Support email address on Tue, Apr 2, 2024 at 11:14? am, with a letter documenting their requested information regarding their system and the specifics of the underproduction payment and resolution. Additionally, weve attempted to contact them via phone to no avail and have record of our communication. Further, as was explained the letter sent to this customer, the amount provided is based on the charge per kWh by the utility company and
  the amount of lost production from the estimates in the proposal. When taking those two factors, the amount resulted in the $508.90. The system is still producing well and efficiently, just not meeting the exact estimates as outlined in the proposal. As such, Top Tier Solar Solutions is still conducting an audit of this system to determine the best resolution to ensure maximum production. We now have a resolution for the system and attempted communication with this to discuss it. We are committed to this customer and providing the best possible experience. 

  Customer Answer

  Date: 04/05/2024

   
  I am rejecting this response because:
  I do not feel this business has any accountability.
  

  It is nice to hear they have been trying to contact us via phone. I would have no way of knowing this as we have never received a voicemail, text, or email explaining that they had been trying to reach us by phone. This sounds like another excuse and deflection. Have they tried only one phone number listed on the account and hung up before leaving a voicemail? We tend to only return calls from unknown numbers after receiving a voicemail as we get multiple spam call per day as most people do now.
  

  I did receive an email from top tier today, April 5 stating that they now plan to add six more solar panels to our house at no cost to us. That is great. It is excellent that they were able to come up with a solution without waiting a full year as their previously stated they would have to. It does seem that communication through the BBB has significantly expedited progress and also got us two email responses within the span of three days after not hearing from them for a month. Im glad we are moving towards a resolution and I hope *** Tier can start having some accountability so future customers do not need to get the BBB involved as appears to be happening over and over again. 

  

  Business Response

  Date: 04/12/2024

  Top Tier Solar Solutions has successfully contacted this customer via email with details of our resolution and further proceedings regarding the concerns they have about their system's performance. We are now awaiting their approval to move forward. We are working closely with this customer directly to get their concerns addressed. 

• Initial Complaint

  Date:03/25/2024

  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.

  We bought solar panels with the sold expectation of 3 things:1. Our electric company participated in net metering 1:1 2. We would have increased value in our home 3. The company would help us in the resale of our home with marketing to potential buyers Once we bought the panels we had numerous issues. Most of those have been resolved. However, I have had multiple calls with my electric provider and Top Tier to determine that our electric company does not participate in net metering. This was disclosed to Top Tier in the interagreement process but we were assured they did and signed the contract. Now, we have been lied to and signed paperwork that was not fully disclosed to us what we were signing. We have a $400+ electric bill monthly plus a $250 solar payment which is not what was sold to us.2. With our home now being on the market we have been told by appraisers and lenders that panels add no value to the home until they are paid off. 3. We have made multiple calls and attempts to contact our sales representative and the company for help with selling our home with solar panels and marketing and have been told this is not a service they offer.We were told numerous false advertisements and promises to get a sale that the company cannot has not been able to keep. We were lied to in order to get a sale. No one from the local branch will answer our calls to hear our concerns or speak with us about what was promised during the sale. We have been unable to get any resolution from the company and will be seeking legal action against them.

  

  Business Response

  Date: 03/28/2024

  Wed like to apologize to this customer for any frustration or inconvenience they *** have experienced. However, this customer is enrolled in their utility companys net metering program. Included in this response is a copy of the interconnection agreement between this customer and their utility company in which it shows net metering. Further, Top Tier contacted the utility company on 3/28 to confirm that the customer is enrolled in net metering upon receipt of this complaint which they did. As for their concern regarding the value of their home, we apologize for any misunderstanding but it clearly outlines in the Terms and Conditions of the contract signed by the customer, ********************** LLC does not guarantee the increase of home value from the addition of any photovoltaic systems and/or components regarding energy generation. Thus, we are not liable for any misunderstanding that *** have occurred in regard to the home value as it is blatantly outlined at the time of sell. The customer was also emailed a copy of the contract immediately at the time of sell and was able to understand fully the scope of the system and process despite their claims. If the contract and agreement was not what they wanted, they had a copy of the agreement and could have cancelled up to the point of installation of the system. The customer signed their contract on May 20, 2023, and the system was not installed until June 25, 2023, which means they had over a month to cancel. Finally, Top Tier Solar Solutions has never offered any type of home marketing or any real estate assistance of any kind. We are unsure where these claims came from, but it is not something Top Tier Solar Solutions has ever offered in the existence of our company. Top Tier has completely upheld our contractual obligation to this customer and stays committed to ensuring the quality of our product with this customer. 

• Initial Complaint

  Date:03/21/2024

  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.

  There has been nothing but issues since the panels were installed. There were delays getting them installed. Then delays getting the turned on. When the Solar panels were initially installed on my house and placed solar panels on it with the promise that it should cover at least 90% of my power costs. Since that time, I have been charged monthly for both the panels AND my power bill. they were finally turned on but later figured out they were hooked up wrong. Once that issue was fixed, we got a roof leak. Took several weeks to get that fixed and it was a patch job at best. My power bill has never truly been reduced, have never producing any power to offset the electric bill as promised and my power went from $200 a month to now over $400 because Im paying the solar loan and the power company and thats going up after 36 months to closer to $600 a month with the ballooning loan payments to Good Leap. They have not fully reimbursed me for my power bills as initially promised, and they have failed, despite being notified more than once of the issue, to correct the problem. Have called several times about various different issues have faxed, text and emailed to different people trying to get a resolution to these issues.

  

  Business Response

  Date: 03/27/2024

  Were sorry to receive this complaint as ********************* is a valued Top Tier customer and we strive to provide all of our customers with the best possible experience. However, Mrs. ********* delays in getting her system installed was due to the fact that she initially cancelled which cut out all the work done on her project to get it to install. When she signed back up with Top Tier, we had to start over on her project. Further, there was a holdup with Dominion due to the previous system ********************* had prior to getting Top Tier which caused further delays in getting the utility swapped correctly. Additionally, when ********************* called in to our Customer Support line on February 8, 2024, we put her account under annual review to review the system. Our backend software shows that the system is producing what was estimated, however the consumption  is more now than when the system was designed, which is the reason for the offset. We are putting together an offset resolution for this customer and will be in contact regarding next steps of this resolution to address this concern. Additionally, any concerns ********************* has regarding her loan payments to GoodLeap need to be addressed with GoodLeap as they are an entirely separate company from Top Tier Solar Solutions and we have no insight into those matters.

• Initial Complaint

  Date:03/07/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Top Tier installed solar panels on my roof last fall. The system was "turned on" in October. They told me that I would see a reduction in my *********** electric bills, and that the savings woud substantially help pay for the cost of the installation. Currently I am paying almost $200.00 per month for solar panels/service that has not changed the amounts of my electrical bills. Either the installation was not correctly done, or there is something wrong with the 18 solar panels installed, or Top Tier has fraudulently made claims they cannot back up.

  

  Business Response

  Date: 03/15/2024

  Upon receipt of this complaint, a Top Tier Solar Solutions' manager contacted this customer to go over their concerns. They discussed this customer's concerns and set up a service appointment for a Top Tier technician to go out to this customer's home to do a site visit and analyze the system. This includes a full inspection of the system and surrounding factors, i.e., trees, shading, coverage that could be blocking the sun. Further, we reiterated our commitment to this customer and our dedication to ensuring the performance of their system matches the contract. 

  Customer Answer

  Date: 03/18/2024

   
  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 at this time. They have made an appointment in the future. I will see what solution(s) they apply to my problems.
  
  Thank you. 
  

• Initial Complaint

  Date:03/04/2024

  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 May 2023, a salesperson from Top Tier Solar Solutions (********************************************) prepared a proposal which states that based on our current energy usage, installation of 24 solar panels on our roof would result in 100% coverage of our energy costs. The proposal showed a month-to-month breakdown of kWh production and grid usage, and indicates that in 10 out of 12 months, our solar energy production would cover our consumption needs and we would not use energy from the grid. ****************** repeatedly and confidently *assured* us that solar panel installation would mean that we would only pay the $12.68 service fee on our utility bills. Although there were several delays, the solar panels were finally installed and turned on in August 2023. Since then, the installed solar panels have failed to produce enough to give us a 100% energy consumption offset, even though we have been vigilant in tracking our energy consumption to make sure it is equivalent (or lower) than prior month averages. Since August 2023, we have paid utility bills in the range of $67 to $251, and this is on top of our $226 monthly cost for the solar panel financing. In response to our inquiries, customer service reps made repeated assurances that adjustments would be made if the panels were not eventually producing enough energy for 100% consumption offset every month. Since November, Top Tier reps have either ignored our messages or said they no longer work for TopTier, and emailing customer service only produces generic responses. We were duped and lied to by this company to sign onto a financial obligation, and now they are ignoring any requests to evaluate our system to fix what is needed to obtain what we were promised verbally and in writing (i.e., 100% energy consumption offset on a monthly basis). We are filing this complaint to attempt to get a response and resolution from the company and to warn people about the deceitful sales tactics of this company and terrible customer service.

  

  Business Response

  Date: 03/11/2024

  Were sorry to receive your complaint as you are a valued Top Tier Solar Solutions customer. However, on page 6 of your contract, 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. As such, it is outlined in the contract that you signed on May 7, 2023, that the estimated bill is not an exact, consistent number. This was also reiterated to you in a thorough email from our *************************** who responded to your request for information on December 13, 2023. As they stated, when it comes to your 100% consumption offset, that is in reference to a full 12 months of power consumption. Your system's power will be used in real-time. As the sun is out and shining, then your household will be independent of the grid as long as power usage doesn't go over what your panels are producing. Also, any excess power not being utilized by the household will be sent back to your power company to generate credits. We would advise looking into your statement to make sure those are being delivered to you. We will further review your overall production via SolarEdge to make sure it is meeting what had been promised within your proposal and provide any further updates.

• Initial Complaint

  Date:03/01/2024

  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.

  September 9, 2023 we bought solar panels from Top Tier Solar Solutions. In January 2024 the solar panels became operational. We wanted a generator which now is operating, but they sold us the solar panels as well, too, which are doing less than half the production they projected, so I have two large bills, one for the loan they set up for us through Dividend *************) and most of the electrical bill from **************** The panels were to do 68% of coverage, but I thought the sales agent said if we replace our windows the production would go up, but now I find out from Top Tier that the solar panel percentage was due to the fact that we live among trees and it will never go up. They also told us that the reason it makes sense is because of the tax credit, but after we got the loan from Dividend, ******** said we have to pay the tax credit all up front by 1/2025, only 16 months later. For me it will take 2 years of taxes. They claim that the 30% solar tax credit is $23,930.79 from the full bill of $79,769.29, but since part of that is the generator I believe the solar tax credit *** only be $19,430.79. My impression was that they would wait until the money came in from the tax returns to get all the tax credit money, but they won't wait. I consider that predatory lending. I didn't know about that when the loan was done. We want them to remove the solar panels and make us whole paying off the loan for the solar panels and we will pay for the generator (I believe $15,000). In January once we got the first electricity bill with the solar panels showing negligible results, they told us to wait until the second bill which now has also shown poor results. On February 21st, ***, the Top Tier Customer Success Manager, said that if Top Tier takes the solar panels off, we'll still have to pay the loan. Dividend didn't make it clear they'd raise the rates if we didn't pay all the tax credit to them by 1/25 until after the loan was done.

  

  Business Response

  Date: 03/08/2024

  We're sorry to receive this complaint as ************** is a valued customer of **********************. ***************** system has only been activated for two months. Further, the proposal for the system was presented to the Costas as being designed for that 68% offset with the generator included. We have been in frequent communication with the Costas and provided them frequent updates and vast communication throughout the entire process. Further, the specifics of the tax credit are also laid out on page seven of the agreement signed by the Costas where it again states: Not everyone is eligible for credits, incentives, or rebates or can fully use them. Please consult your tax professional or legal professional for further information. Incentives are subject to change. The actual amount can be higher or lower than what is quoted and may not stay at a fixed rate over time. It can also change based on the tax bracket you are in. Top Tier Solar Solutions has more than upheld our obligations to the Costas as a customer and are not responsible for any misunderstanding this customer may have encountered as it pertains to the tax credits. 

  Customer Answer

  Date: 03/08/2024

  I am rejecting this response because:
  While Top Tier (TT) answered our calls, TT hasn't fixed the situation. TT hasn't accepted fault in selling solar panels under false pretenses, i.e., TT said the solar panel production would largely **ver our utility bill & hasn't. Into the 3rd mth of production, it has been 1/3+ less than the prediction they made forcing me to pay twice for the utility bill & for the loan. ** told us that even though we told them other solar ** had told us we were not good candidates for solar, ** said the tech has improved so panels work in the clouds & if we got other windows, it would improve. The more we discuss with TT we see we are stuck with 35% prod. not 68% & due to the shade it will never improve.  ********************* (JH)/TT said they would send someone in 2-3 wks to see if the panels are working right, but since we have pursued other **mplaints & have been moved on to their attorney, ***************************, we don't know abt that. ** said he would follow up with Dividend Finance (DF) to find out if we **uldn't pay the full 30% credit to DF in 1/2025 since we don't make enough money, they would accept the partial *** & not raise the monthly bill as much. DF said JH didn't **ntact them. My understanding was since we **uldn't take the full 30% credit the 1st year, it would extend to other years assuming the same $302.55  mo. loan payment.  After we **ncluded the loan which TT did the pre-qualification for, I found out that we would have to pay all the tax credit money up front even if we didn't have it because my annual taxes wouldn't **ver the full solar credit & the monthly loan *** would go up. I thought they would wait for the subsequent years taxes to get all the money.  If we had been properly informed about that, the real poor production estimates & that the tax credit est was wrong since TT included a generator which we bought for $15,000 in it, we would never have taken the loan & never have gotten the panels.             

  

  Business Response

  Date: 03/15/2024

  Now, after receiving proper correspondence from the *****'s via documented mail, we are able to communicate direclty with the customer and are more than happy to schedule a site visit with a technician to come out and do a full inspection of the system, see where there may be a possibility to improve production for this system. We will call them at the start of business next week and will schedule a date for us to come out and conduct a thorough investigation. After that site visit, we will put together a resolution proposal for the production of the system, which could include but is not limited to additional panels, tree trimming, cleaning, etc., as long as the Costas allow us the opportunity to do so. However, as it pertains to the concerns regarding the reamortization of the loan - those are concerns that need to be taken up with Dividend Finance directly. Top Tier Solar Solutions is a separate entity and has no authority over anything pertaining to the loan. While we work with them to help obtain financing for customers who need such to move forward with solar, they are a company entirely separate from ours. Further, on page 6 of the contract signed by the customer, it does state, "The estimated monthly payment after the first 16 months, with no pay down by 16th month, is ******. The estimated monthly payment after the first 16 months, with pay down by 16th month, is ******. The pay-down amount is $23,930.79. The loan information on this proposal may not be an exact representation of your actual financing loan agreement." We do apologize again for any misunderstanding as it relates to this, but the specific and intricacies of the loan this customer obtained lie solely with the finance company. 

• Initial Complaint

  Date:02/23/2024

  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 February and March of 2023 a top tier sales representative came to my residence,his name was ***************************** or ********.He came in and told me and my family about solar and how great it is,he then proceeded to tell us about the tax credits that came with the purchase(30%) to use twords buying down the loan.we explained that we wasn't sure if we was gonna keep the property long and he told us we could transfer the loan to the new buyer at the time of sale with no problems.in January I found out that the tax credits was a lie and if you don't make so much money,you don't qualify,now the loan payments raise due not getting the 30% roughly ****** and also we placed the residence up for sale just to find out that transferring the loan was a lie as well,it can only transfer if it's paid down to target aka30% or payed off,I've contacted top tier and received NO help,the lender goodleap says they changed to terms in 2022 which no one at top tier knows about and also goodleap says top tier makes the guidelines they just handle it,I've tried to talk to multiple people at both places and never get any help on no one ever calls back,I've contacted the owner ******************************* via email and by phone,spoke with his father who told me to talk to ****** or **** on the issue but no one will respond.This company and there lender lies and takes money from people and when there is a problem they just blow you off and will not help in anyway after the process is done.also my power bill is high and duke energy says the panels isn't producing much power,top tier is aware of this as well,but still no help.also I have lost the sale of the house because of the lies and no response for either party. i would like to either have them removed from property,paid off or made right so it can be transferred to new buyer.DONT RECOMMEND THIS COMPANY TO ANYONE,THERE ALL LIES AND BROKEN PROMISES AND THEY DONT HELP OR BACK UP THERE WORD OR PRODUCTS.

  

  Business Response

  Date: 03/01/2024

  We're sorry to receive this complaint as Mr. ****** is a valued Top Tier customer. We have contacted him and had multiple conversations with Mr. ****** regarding his concerns. However, most of Mr. ****** concerns are in regard to his loan, which Top Tier is not associated with. While we help customers get approved for financing they may need to go solar, all financing is done through a third-party. So, when Mr. ****** obtained a loan through GoodLeap, a third-party financer who works with Top Tier Solar Solutions. All of Mr. ******' concerns regarding his loan, amounts due, specific terms and conditions outlined in the loan agreement, or clauses specific to the loan will need to be directed to GoodLeap. Top Tier Solar Solutions has no oversight, control, or ownership of the loan. We are only responsible for the solar system installed on Mr. ******' home, which is fully activated. 

  Customer Answer

  Date: 03/01/2024

   
  I am rejecting this response because:top tier made the sales pitch about the loan and also was my point of contact for the beginning of the loan,and everything asked about loan.was asked through top tier solar solutions 
  

  

  Business Response

  Date: 03/06/2024

  Again, we're sorry for any misunderstanding but Top Tier Solar Solutions is not a financing company. We are a solar sales and installation company. The loan you needed to move forward with solar was outsourced to a third-party company, GoodLeap, and that is who you are to work with for any and all concerns as it relates to your loan. This information is clearly outlined on your contact as well which we are happy to provide a copy of if you need one. Top Tier Solar Solutions worked with GoodLeap to help you obtain the loan in order to move forward with the solar system which we provide. As such, GoodLeap is an entirely separate company from Top Tier so we are unable to assist you and you will have to contact them directly.  You can contact GoodLeap at ************** and they will be able to assist you. 

• Initial Complaint

  Date:02/23/2024

  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.

  The salesman and business promised things but didnt deliver. I was finally able to get most of the promised things but have just filed my taxes and the amount of money that was listed on my contract is not entirely correct. I was supposed to get ****** back to pay toward my loan to keep my monthly payment the same. The reality is ****** is not refundable from the irs. They hold this to apply toward any taxes I may owe. I will not get this back and cant apply it toward my loan. This wasnt mentioned from the salesman or the business when I talked with them multiple times. Now my payment will go up almost 100 per month. They have only followed through with other promised things after multiple calls and messages or when I let them know I had something in writing. I have been told the salesman no longer works there. I wasnt able to attach my contract.

  

  Business Response

  Date: 02/26/2024

  We're sorry to receive this complaint as ************ is a valued customer of **********************. However, ************ confirmed on a recorded call with Top Tier Solar Solutions that she understood and acknowledged that the Top Tier Solar Solutions sales representatives are not licensed or professional tax advisors and that the information provided regarding the federal tax credit is not guaranteed by Top Tier Solar Solutions or any of its representatives. Additionally, on the recorded call, she was informed that should she have any questions regarding her eligibility for the tax credit, she should contact a professional tax advisor, to which she agreed. The specifics of the tax credit are also laid out on page seven of the agreement signed by ************, where it again states: Not everyone is eligible for credits, incentives, or rebates or can fully use them. Please consult your tax professional or legal professional for further information. Incentives are subject to change. The actual amount can be higher or lower than what is quoted and *** not stay at a fixed rate over time. It can also change based on the tax bracket you are in. We have copies of the recorded phone call and the executed contract that we can send to ************ should she like a copy. While we're sorry for any misunderstanding that *** have occurred, Top Tier Solar Solutions has more than upheld our obligations to ************ as a customer and are not responsible for any misunderstanding this customer *** have encountered as it pertains to the tax credits. 

  Customer Answer

  Date: 02/27/2024

   
  I am rejecting this response because: I would like all recorded calls I am involved with that includes calls with *************** and ********. I have had multiple calls involving promises that were made by the sales person and the last call made was for the 30% Tax credit the must be rolled over to the *************** to keep the monthly payment.  The sales person stressed the importance of rolling this money over that I would receive on more then one occasion of the conversation and this was one perk that helped sway me to go solar.
  
  

  

  Business Response

  Date: 03/01/2024

  The welcome call and other calls that we have on file are too large to upload to this response. However, we are more than happy to provide ************* with copies of these recorded calls via email. Please email ******************************* and we will provide you all the copies we have that pertain to this specific complaint. Further, we have included ***************** executed contract which was signed by ************* at the time of sale and explicitly states on Page 7, "If 30% is not paid down by month 18, then the monthly loan payments will increase to $402.84," and additionally on Page 8, "Not everyone is eligible for credits, incentives, or rebates or can fully use them. Please consult your tax professional or legal professional for further information.** Incentives are subject to change. The actual amount can be higher or lower than what is quoted, and may not stay at a fixed rate over time. It can also change based on the tax bracket you are in." As such, ************* has had information regarding the tax credit and reamortization of the loan she entered into with a third-party since the date she signed the contract, and on the recorded Welcome Call, verbally agreed and acknowledged that "******* is not a professional or licensed tax advisor and any information presented regarding the federal tax credit is not guaranteed by Top Tier Solar or its representatives." While we apologize for any misunderstanding ************* may have had, Top Tier has been more than transparent and upfront with her regarding all of this information.