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, LLC

  Garner, NC 27529

• 

  Top Tier Solar Solutions

  5301 E Princess Anne Road Norfolk, VA 23502

• 

  Top Tier Solar Solutions, LLC

  11080 Air Park Rd Ashland, VA 23005

• 

  Top Tier Solutions LLC

  8197 Euclid Ct Manassas Park, VA 20111

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

• Initial Complaint

  Date:02/21/2024

  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.

  I agreed to go Solar the end of February 2023 and they were installed promptly two weeks later beginning of March. After the install nothing. For 5 months it was like pulling teeth to get any answers on getting the panels operational. Around August they were finally turned on but later figured out they were hooked up wrong. Once that issue was fixed and more inverters and power boxes were put on the side of my house, which looks horrible, we got a roof leak. Took several weeks to get that fixed and it was a patch job at best. Here we are in February one year later and my panels are not producing any power and my power went from $225 a month to now over $400 because Im paying the solar loan and the power company. I received a check paying me back after about 5 months of paying two bills. Paying me back doesnt cut the problem of having to pay extra money that we never agreed to having to do! This is the worst decision I have ever made in trusting this company and I strongly urge everyone looking at using this company or going solar in general to rethink your decision.

  

  Business Response

  Date: 02/26/2024

  Were sorry to receive this complaint as **************** is a valued customer of **********************. While we apologize for any frusterations or misunderstanding that *** have occurred, we have been in constant communication with **************** regarding his system. Our records show that he was compensated four different times for panel payments while his system was being worked on, and more recently, was issued a check in the amount of $989.77 to cover a full year's worth of estimated missed production. This year time span covers from the date of activation for the system, which our records indicate expires October 10, 2024. As such, we would review and evaluate any production issues at that date since **************** was compensated for any missed production for that first full year.  This was explained to **************** on a recorded line which Top Tier has on file. As such, while we are committed to this customer and ensuring the best performance of the system, we have committed to this customer our plans to review this system and come up with a resolution before the expiration of the first full year of production, and furthermore, compensated him for any missed production in that first year. As such, this matter is settled until we review the system again and communicate a proposal to ****************. 

  Customer Answer

  Date: 02/28/2024

   
  I am rejecting this response because: I have not been told on a recorded line anything about why I received a check for $900.00. I knew based on how much we had paid over a period of months that was what we lost in production. Furthermore we have not been in constant communication and can verify that through Goodleap loan company who has been reaching out on my behalf because I have not been able to get any answers from the staff of Top Tier and was told on a recorded line they could not help me because it was in upper management hands. The only recordings are of me calling in trying to get answers and last but not least Top Tier paying me for lost production is all the proof I need in court that this system is not functioning. We have been waiting for a year next week since this faulty system was installed for it to work properly and still waiting. We are not a valued customer as you stated in your response as no response has been made to me from any representative of your company. You do not have any recent recordings of me actually talking to a manager about resolving these issues or refunding me for a faulty solar system that doesnt work!
  
  

  

  Business Response

  Date: 03/04/2024

  Top Tier's Director of Operations contacted this customer on 3/4/2023 via phone and had a good conversation with them where they explained, again, what the reimbursement check was for and Top Tier's plans for the system moving forward. We were able to address all of their concerns and answer remaining questions they had regarding the year review of the system and production. This customer now has the direct number for said Director of Operations and is working directly with them going forward. 

• Initial Complaint

  Date:02/09/2024

  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.

  Around April of 2023, this company placed a lien 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 have not fully reimbursed me for my power bills and they have failed, despite being notified more than once of the issue, to correct the problem. I want this issue fixed immediately. I have been more than patient. If they can't fix the issue by the end of the month, I want to be released from the lien, reimbursed for what I've paid so far, the panels off *******, and ******* repaired after the panels are removed.

  

  Business Response

  Date: 02/14/2024

  We're sorry to receive this complaint as you are a valued customer of Top Tier. However, there are many false statements in this complaint that we will address. First, Top Tier Solar Solutions has not put a lien on any home of any of our customers. We are simply the installer of the systems. Any lien or financial concerns are with whatever financial company you partnered with to obtain the loan for your system. Again, we have not and do not have a lien on your home and do not have the ability to do so. In regard to the concerns about the system, our records show that we spoke with you in September 2023 and addressed the concerns you had about your system. We issued you a check on 9/15/23 to compensate for a year's worth of underproduction that could have been missed by your system for the amount of $672.07, which our records show was cashed. As was explained during that conversation, that check was to cover any projected missed production for your system for the first full year of production for your system which is from your initial point of activation, so the year end date would occur on 7/21/2024, which is when we have scheduled in our records. We advised that the payment was to compensate for missed production and that we would continue to review your system regularly, and if the concerns persisted at that year ***** would come up with a resolution such as additional panels or tree trimming. At this point, we have reviewed your system now that it's been six full months of activation and see that your system is producing as expected. Again, we will continue to review the system's performance and have the year **** scheduled in our records for a reevaluation, but have done our part to work with you and are committed to you as a customer. 

• Initial Complaint

  Date:02/02/2024

  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.

  Ever since purchasing solar panels from Top Tier, my panels have consistently under performed in terms of energy production, and roughly produce only half of what top-tier said they would in my contract. I have reached out to them repeatedly about this issue, but each time I have either been brushed off, or told they were looking into it and was then never contacted by them with an update. In the documents below, you can see my signed proposal from Top Tier, showing what they said, my solar panels would produce, and in the other document, you can see my export from my solar production app, showing how much energy my panels have actually been making.I am tired of repeatedly, being lied to, misled, and given the runaround by this company, and I want my panels to either be fixed to produce the amount of energy. They told me they would, or I want a full refund on these panels off of my house.

  

  Business Response

  Date: 02/09/2024

  Upon receipt of this complaint, Top Tier began an immediate investigation into this customer's claims. We have contacted the customer directly via phone call on 2/2/24 in which we discussed in length the concerns this customer has and came up with a proposed resolution to which we are actively working on. We will continue to work closely with this customer to satisfy their concerns and resolve this complaint.  

  Customer Answer

  Date: 02/09/2024

   
  I am rejecting this response because:
  
  I would like to note, that I opened this complaint to the Better Business Bureau before my most recent conversation with the business. What the business says is true, we did speak, and they didnt inform me that they are actively working to revolve the situation.
  

  Unfortunately, due to my past experiences with this business, and their tendency to say they are going to do something, and then later not do it, I will not be closing this complaint until the business actually takes steps to resolve my situation.

  As of now, the last Ive heard from the business is that they are reviewing my case, and will get back to me when they have come up with a resolution to my issues. I am happy to update my complaint with the business once they have taken steps to actually resolve my situation.

  

  Business Response

  Date: 02/18/2024

  Top Tier Solar Solutions sent this customer a release to sign on 2/14/2024. Upon completion of the release,  we will be able to move forward with the underproduction reimbursement, and analyze the condition of the system to see what, if anything, could be improved such as tree trimming for shading or additional panels. We have not yet heard back from this customer. 

• Initial Complaint

  Date:01/31/2024

  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 9/13/2023 I chose Top Tier Solar Solutions to install a solar system on my home. The $118,551.24 charge included a total security package, attic spray foam insulation, crawl space spray foam insulation, tree removal, solar equipment and instillation. I did not receive the total security package. I did not receive the tree removal. The attic and crawl space insulation was poorly done and left incomplete. After numerous calls, voicemails, and emails I have received zero response from Top Tier Solar Solutions.

  

  Business Response

  Date: 02/05/2024

  Upon receipt of this complaint, Top Tier began an investigation into this customers claims. First, we would like to apologize for any inconvenience or frustration this customer may have faced as we are dedicated to providing them with the best possible experience. However, the claims made by this customer are not true. As for the claims regarding the security system - our records show that ************** declined the full security system at the time of install. As such, we sent her a refund check for the security system on 10/3/23, following the installation of the solar system, and our records show that the check was cashed on 10/10/23. Regarding the claims made about the attic and crawl space, our records show that this was done correctly, but if you have a concern as to how the work was done, please contact us and provide further information regarding your concerns so we can address them specifically. But otherwise, our documents show that everything was completed as was quoted. As for the claims regarding the tree trimming, while we apologize for the delay, the service was started on 2/3/24 and will be completed on 2/6/24. Further, our records show that you called several times on 1/30/24, but disconnected before being connected to a representative, and then left a voicemail that was returned at the start of business on 1/31/24. Again, we are committed to you as a customer and are sorry for any frustration that you may experience, but our records do not align with your claims. If you would like to discuss specifics, please contact your customer success manager directly or contact ************. 

• Initial Complaint

  Date:01/31/2024

  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.

  They are only providing 1/4 of energy they promised to provide. *********** confirmed how these solar panels are not producing the energy they said they would. WE HAVE CALLED 21 times and not one time did they answer. This not only costs 575 a month but now my electric bill is exactly the same. So now I pay almost 900$ a month. They prey on people. A sales man quit because they tried to sell to people who knowingly have shady areas. I hope to get out from this due to them not meeting their obligations.

  

  Business Response

  Date: 02/05/2024

  Upon receipt of this complaint, Top Tier began an immediate investigation into this customer's claims. We have contacted the customer directly via phone call on 1/2/24 in which we discussed in length the concerns this customer has and came up with a proposed resolution to which we are actively working on. We will continue to work closely with this customer to satisfy their concerns and resolve this complaint.  

  Customer Answer

  Date: 02/05/2024

   
  I am rejecting this response because:

  I do not want to close the case because there is no time line for extra panels yet and I want to ensure what is spoken about has a resolution and everything meets our contract. 

  
  

  

  Business Response

  Date: 02/13/2024

  Top Tier representatives sent over a release to this customer on Friday, Feb. 9, explaining that as soon as we get that signed release returned, we will be able to discuss next steps. We had not heard from this customer since and so sent a follow-up today, Feb. 13. As stated to the customer in an email with Top Tier's General Counsel and Director of Operations, we will be able to discuss next steps once completed. Additionally, this customer has our direct lines to be able to contact us with questions or concerns as they arise. As we move forward with this customer, we did explain that it may take some time but that we are dedicated to them. As such, we provided direct lines and have already moved forward on some of the aspects discussed for resolution. We do not feel it is fair to keep this open as we are working avidly to appease this customer and can do so without a ******************** complaint. 

  Customer Answer

  Date: 02/16/2024

   
  Better Business Bureau:
  
  I don't agree with this but I am closing for now. 
  
  Thank you. 
  

• Initial Complaint

  Date:01/18/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This process started in October 2023. I was contacted by a salesman. We discussed payment, services, probable *********** spikes, etc. The salesman promised a check in the mail to cover electricity while the system was being set up. After being told that this company would guarantee whole house service for an amount close to what I already pay Duke (by looking at my energy costs the past few months), AND if we do not use the entire amount of energy, **** would buy it back and that the loan would not affect my credit, I agreed. I did receive a check in the mail. They came out and placed the solar panels. From there, all has been down hill. They have come out twice to install the battery. At the last appt, we were advised to shut off the power prior to them coming out. Something malfunctioned in the system and the battery was somehow forgotten. In today's appointment, the tech stated that they ran into some issues and would have to return again. The issue this time is that the system is NOT enough to power my entire home. It only will service the laundry room, deep freezer, refrigerator, living room and master bedroom. (half of the kitchen will not be covered even though it is between laundry and master bedroom!) Now, the ONLY solution offered is for us to set up appt for the next available appt (end of month) OR start process over and add onto the loan to cover the rest of the house. This has been stupid and awful. It also does show up on my credit even though it is a utility loan so "would not affect"

  

  Business Response

  Date: 01/22/2024

  Top Tier Solar Solutions is working closely with this customer to resolve their concerns. ********************** leadership had a meeting with them this morning to review their concerns in depth and propose a resolution. We will continue to work directly with this customer to get them resolved. 

• Initial Complaint

  Date:01/05/2024

  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.

  I was having issues with my meter box and I was waiting for it to be repaired so my solar panels have been off however it was repaired begging of November and I had been promised a reimbursement check for that I still have not received. I have tried contacting multiple people about getting the check sent and they have either ignored me or said theyll check on an update and I dont hear back from them. I am now interested in the process of getting solar panels removed because Ive had problems since the beginning with barely any contact to begin with

  

  Business Response

  Date: 01/10/2024

  We're sorry to receive this complaint and for any frustration and inconvenience this customer may have encountered. However, this reimbursement check has been written to this customer and we checked the tracking and is anticipated to arrive to his home by tomorrow, January 11, ****, by 12 p.m. Again, we're sorry for the miscommunication on this, but we have spoken with this customer and all is right with his system. His system is producing properly and he has been reimbursed as promised.  

• Initial Complaint

  Date:01/05/2024

  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.

  Was told the panels would put out enough power on sunny days to power the whole house and the electric company would buy back excess...well they have never put out enough to cover one day of electricity. So now we have almost the same electric bill..maybe 50 dollars cheaper...they also failed to inform us that our power company would be charging more per KWH just for having solar panels on top of a flat monthly fee for having them..we have not really saved more than ***** in a month for a payment of ******..so the way I see it its a rip off..salesman was very pushy..we usually discuss anything we buy for 24 hrs..then make a decision...he said no...it had to be done right there and then...should've showed him the door then...I would like the panels to put out what they promised or come take them down...we're very tired of it..

  

  Business Response

  Date: 01/15/2024

  Upon receiving this complaint, Top Tier Solar Solutions did a thorough investigation into this customer's claims. As a result, we found that the customer has had a pretty easy and efficent process with their system. They were installed on 6/10/2023, passed inspection the first time, and final Permission To Operate was received on 8/1/2023.  As outlined in their proposal, their consumption is estimated at ***** kwh and production is estimated at 9,261.5kwh in the first year (they have had only 4 full months of production thus far). As such, we analyzed the system from the backend and confirmed it is working as it should and was designed to do. We advise this customer to give their system more time for production to experience the full benefits of the system. We are happy to discuss any further concerns with this customer, but are confident it is operating as it should. 

• Initial Complaint

  Date:12/21/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The date of the beginning of this situation was in june 15, 2023. A person came to my house offering a solar panel system (*************************) my husband and I was very careful about all the questions we asked because it was a big decision to make, we asked him all the pro and cons. We emphasized asking him what would happen if there was a storm or rainy days and for some reason there was no electricity. His answer was that we did not worry because the system was designed for that, in that type of event the panels would work, we also let him know that we had just moved into the house and that we did not know how much the real consumption was because we had not lived all the seasons of the year in the house. Which he told us not to worry about that because they were going to evaluate our consumption and based on that they were going to put the necessary panels to run the house and a little more, then we went through the whole process which was a nightmare, which made me think that this was not real but a scam. On several occasions I told them that I no longer wanted the panels and they said that it was too late for that there was a contract. My complaint is that at this time the panels do not generate enough as they said it was going to be and we are paying a double bill, they told us at first that we were only going to pay the fee for services of my electricity company. Which has never happened, I have tried to communicate with the company and there is no direct response from the person in charge but from third parties who told me, that my consumption went up and for that reason I have to buy more panels, which does not make sense because from the beginning they said that my house was completely covered. At the moment we don't have a solution. We want to remove the contract. It was all a hoax.

  

  Business Response

  Date: 01/03/2024

  Upon receipt of this complaint, we contacted this customer and spoke to them over the phone to discuss their concerns. We had a great conversation and were able to schedule a service appointment for one of Top Tier's licensed electricians and technicians to go to this customer's home to review the system and see what can be done to address this customer's concerns. We are in frequent communication with this customer and are dedicated to providing a solution and great experience for them. 

  Customer Answer

  Date: 01/05/2024

  I am rejecting this response because: They scheduled a technician to come out and verify everything is running well. For me is not a solution, because it doesnt warranties that the panels will work and produce enough to run the house and my electricity bill goes down. Theres no option B for us, they denied to remove or refund which is something bad, because at least we should have an option to return the panels if they dont work. Now we have to keep something that is not working for us. We have a 30 years loan for something useless. The electrician told us that everything is working perfectly, which is something we expected because they arent going to say the opposite. We are looking forward to see what happens after the visit of the electrician, definitely we are not pleased with these and we were promised to have a 98% of production and obviously is less than that. Even though we advise them that we just moved in to the house they made the project with very low numbers, I think this project is not accurate for my house. Im sorry but we still felt hoax. Maybe the company wants to make things right, but sales person are not, they just want to meet their sales with lies and that's it. 
  

  

  Business Response

  Date: 01/10/2024

  Top Tier has attempted to contact this customer to discuss our resolution after the technician visited their home, however, the customer would not answer our attempts at communication. Top Tier did send out a technician to their home to inspect the system, and the entire point of us sending out a technician was to get a first-hand look at the system to come up with a proper solution to this customer's concerns. Based on our site review, the system is functioning properly and working as it should. However, ************** found that there is some shading on the property that *** be interfering with the efficiency of the system. Based on the space available we are willing to add 8 panels at no cost onto the current system to help compensate for the productions concerns this customer has. If this customer is interested in adding these panels, it would actually give them more production than what was originally proposed to them. This is what we were calling to speak with them about and are willing to offer to them, but have not heard back. 

• Initial Complaint

  Date:12/13/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The solar panel admitted to my solar panel system not producing what was promised and does not stay in contact unless I threaten them or leave them bad reviews.

  

  Business Response

  Date: 12/20/2023

  Upon receipt of this complaint, we immediately investigated this customer's system and their concerns. We have since contacted the customer directly and had a great conversation with him. During this call, we were able to provide a solution to his concerns and plan to move forward with our proposed resolution. We are working directly with this customer and are dedicated to ensuring he has the best experience.