Complaints

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

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  NuWatt Energy LLC

  Windham, NH 03087-4464

  
• 

  NuWatt Energy LLC

  1010 Tiogue Ave Ste 4 Coventry, RI 02816-6119

• 

  NuWatt Energy LLC

  5 Greentree Ctr Marlton, NJ 08053-3422

• 

  NuWatt Energy LLC

  400 Tradecenter Dr #5900 Woburn, MA 01801

• 

  NuWatt Energy LLC

  2 Courthouse Ln Ste 11 Chelmsford, MA 01824-1717

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:08/15/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 22139887
  
  I do not accept the business's response as a resolution to my complaint because I understand that the original damage was not created by NuWatt but by their "really don't care attitude" in the repair of the damaged panel.  After numerous missed appointments noted by their response the panel was replaced.  The next day I notified them that almost 1/3 of my panels were not producing electricity would they please send someone out here to find out what was wrong.  It took 3 weeks to get someone out here all the while I have 1/3 of my panels not producing electricity but yet I'm still paying for them. Bottom line, I paying for panels to sit on my roof that are not producing electricity so costing me dollars twice.  Once their technician did finally arrive he found damage "a broken connector"  that was caused by them and took the panels off line preventing them from producing.  He repaired the connector with electrical tape and zip ties.  Not acceptable!  They were notified that day of the incident but yet no response.  Plus I'm still waiting on a response about the monetary damage also.
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 08/15/2024

  Dear *******,

  We appreciate you bringing this matter to our attention and would like to address the concerns raised in your BBB complaint. We strive to provide excellent service and are committed to resolving any issues that arise.

  June 6th: You reported a solar panel broken due to a hail storm. Note: Hail damage is not due to poor workmanship or manufacturing and is not covered under any warranty. We promptly started our search for a replacement for the discontinued damaged panel. Securing a discontinued panel may take 4-6 weeks exclusive of delivery.
  July 12th: We could secure the panel from the manufacturer.
  July 25th: Successfully replaced the damaged panel after a 3-day weather-related delay.
  
  We want to clarify that the initial delay of approximately one month was due to the unavailability of the original panel model which was relayed to you as well. Once we received the replacement, we secured a spot in the schedule and got the replacement done, working around unexpected circumstances and weather conditions.

  Regarding the subsequent issue with one of the strings, we promptly conducted remote troubleshooting and maintained consistent communication with you. We scheduled the August 15th appointment in July due to our crew's limited availability.

  Again, we would like to address your concern about "poor workmanship." It's important to note that the original panel damage was caused by a hail storm, which is a natural event beyond our control and not related to the quality of our installation or workmanship. We have been diligent in our efforts to resolve the issue caused by this unforeseen event.

  Throughout this process, we have strived to be responsive and transparent. We understand your frustration and assure you that we are committed to resolving this issue promptly. Our electrician is scheduled to address the string issue today, August 15th, as previously communicated.

  We value your business and patience during this process. As always, you're welcome to reach out to us via our support email, where we have an ongoing conversation to address any further concerns or questions you may have.
  Thank you for your understanding as we work to resolve this matter to your satisfaction.

  Sincerely,

  Customer Answer

  Date: 09/03/2024

   
  Complaint: 22139887
  
  I do not accept the business's response as a resolution to my complaint because the issue is not resolved. Promises have been made to resolve this issue and once and if they are fulfilled I will considered the issue closed but not before.. :
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 08/31/2024

  Thank you for bringing your concerns to our attention. We appreciate this opportunity to address the situation regarding your solar panel system and provide you with an update on its current status and our ongoing efforts.
  

  Current System Status:
  - All microinverters are functioning correctly.
  - Your system is currently producing energy at normal levels.
  - We are coordinating with our electrician to conduct a follow-up visit in the coming weeks to address any remaining concerns.
  - Impact Assessment and Compensation:Following our service on July 25, 2024, we conducted a thorough assessment of your system's performance. We have calculated the impact on your system's energy production during the affected period and we'll be reaching to you directly regarding this issue.
  

  Next Steps:
  - Compensation Details: You will receive an email with specific information about the compensation for lost energy production by the end of next week.
  - Follow-up Visit: We will contact you soon with a specific date for our electrician's visit.
  - Our team remains committed to providing you with quality service and ensuring your solar system operates efficiently. We value your business and appreciate your patience throughout this process.
  

  If you have any questions or require further information, please don't hesitate to contact us. We're here to assist you and ensure your satisfaction with our service.
  
  Sincerely,

  

  Business Response

  Date: 09/20/2024

  We closed this complaint with the client on 9/12 but we have no way to respond. The client has an open balance that he needs to pay prior to his complaint. 

  Please let me know what we need to do to close this.

  Thank you!

  Customer Answer

  Date: 09/22/2024

  It has been 3 weeks since I was promised a response within a week and still have not received one. Typical of the  poor performance of NuWatt energy

  Customer Answer

  Date: 09/24/2024

   
  Complaint: 22139887
  
  I do not accept the business's response as a resolution to my complaint because it is still not closed.  The invoice stated I did receive Sept 20 and will be paid this week.  I am concerned that if I pay the invoice the remaining issue will never be resolved. Per NuWatt's previous response the issue of the panels being down due to their service was to be addressed 2 weeks ago, but still no communication.
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 09/25/2024

  On September 12, 2024, we successfully resolved the wiring issue at your property.
  Regarding your invoice:
  
  - Reimbursement: We have included compensation for the energy loss due to the wiring problem.
  - Hail-damaged solar panel: The invoice also covers the replacement work for the hail-damaged solar panel, as requested in your work order. This repair is not covered under warranty.
  - Invoice status: Please note that payment for this invoice has been overdue since July 25, 2024.
  
  For your reference, a copy of the invoice is attached to this communication.
  If you have any questions or concerns about the invoice or the completed work, please don't hesitate to contact our customer service department.
  

  ---------------

  
  

  Many Thanks,

  
  

  *****

  
  

  Customer Answer

  Date: 09/25/2024

   
  Complaint: 22139887
  
  I do not accept the business's response as a resolution to my complaint because:I have requested  a breakdown of the invoice which I have not received. They also state that the invoice was due July 25 yet I did not receive the invoice until September 20

  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 09/25/2024

  Dear *** *****,

  Regarding your message:

  Payment and Invoice for Hail Damage Repair:
  Payment Terms: As per your agreement terms, payment is due upon completion of the hail-damaged panel replacement service which was performed on July 25, 2024.
  

  Invoice Details:
  - We have provided a detailed breakdown of charges in the invoice.
  - This invoice was sent to you via: a) BBB message b) Email
  - We have resent the invoice with an additional breakdown for your reference.
  
  Further Assistance:
  If you have any questions about the invoice or charges, please contact your project manager directly.

  Sincerely,

  NuWatt Energy Team

  Customer Answer

  Date: 09/26/2024

   
  Complaint: 22139887
  
  I do not accept the business's response as a resolution to my complaint because: this invoice is not representative of the quote provided that I approved. I have requested the invoice be corrected.
  
  Sincerely,
  
  ******* *****

  Customer Answer

  Date: 09/30/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The invoice that you claim was due July 25 and is over due was not received until September 20. The invoice was not per the quoted amount an after several communications it was corrected to the quoted amount and received September 26. It will be paid today and I hope I never have to deal with NuWatt in the future.. 
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 09/27/2024

  Dear Mr *****,

  ** appreciate your ongoing communication regarding this matter. However, we're having difficulty understanding your specific concerns at this stage.

  To resolve this efficiently:
  - Please clarify any particular items on the invoice you disagree with.
  - If you have questions about our services or charges, we're happy to discuss them.
  

  ** want to remind you of our contractual agreement:
  - Payment is due for completed services. Your service was performed on July 25, 2024 and the invoice is more than 2 months overdue.
  - Non-payment will affect your system warranty
  - ** reserve the right to use standard collection procedures for unpaid invoices
  

  ** value your business and hope to resolve this matter amicably. If you'd like to discuss this further, please contact us at ************.
  

  Thank you for your attention to this matter.
  

  Sincerely,

• Initial Complaint

  Date:01/22/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 21177020
  
  I do not accept the business's response as a resolution to my complaint because: 

  The production guarantee stipulated in the contract should be based on the original production amount of ***** kWh.  Had this addendum been included with the original contract as the contract indicated, it would have been at this value.  I can understand the guarantee being at only 90% of the original production amount, and I agree to that.  Therefore, the yearly production guarantee should be ****** kWh.

  
  The production guarantee should NOT stipulate that Nuwatt can tell me to trim my trees to keep the production guarantee.  From the initial meeting, I called out the trees on the south side of the house were not going to be altered or removed,thus the panel layout should account for that. The trees were accounted for in the agreed panel layout.  However, the install crew altered the layout without consulting me.

  
  The ONLY reason I did not have Nuwatt fix the panel placement after the install crew changed layout without consulting me, is that I was reassured the production guarantee was in place and if needed, they could a few panels to make up a shortfall.

  
  Nuwatt made no offer to bring the production up to the contract output. After the first year of production, it was only 62.2% of the contracted value.  This needs to be addressed.  The original panel layout called for 2 panels on a south facing section of roof with zero obstructions.  This is the most optimal placement for panels.  This section had no panels installed.  I believe having 2 panels added here along with 1 more on a nearby east facing side, that apparently already has extra rails on roof should make a decent impact on the production deficit.
  
  Sincerely,
  
  *********************

  that export back to grid was not being tracked properly, solar panels did show in portal properly, had issue with batteries not working.2022-11-17 - Reported that my last solar panel was not producing 2022-12-10 - Permission to operate granted by utility provider 2023-01 - Current project manager left Nuwatt and was assigned a new one 2023-02-23 - More or less everything except the last solar panel was fully functional 2023-?? - Asked numerous times about getting the last solar panel fixed 2024-01-08 - The last solar panel was final fixed and producing 2024-01-08 - Informed Nuwatt that the first year production 2022-11-01 to 2023-11-01 was to ************ kWh. That is only 64% of the contracted production. Given the production guarantee, I am owed $811.88 for this first year. They have still not addressed this. Based on how this has gone, I do not know how long it will take.I paid all invoices on time.Also, I want the system brought up to contracted production.

  

  Business Response

  Date: 01/30/2024

  Dear Customer,

  Thank you for connecting through BBB. We see that you have an active conversation with our team to resolve the issue you mentioned.

  Please let us know if you have any further questions by calling ************ or emailing us at *********************************** We'll be happy to help.

  Best Regards,

  NuWatt Energy Team

  Customer Answer

  Date: 03/16/2024

   
  Complaint: 21177020
  
  I have come to an agreement on the production guarentee reimbursement with NuWatt.  While not ideal, it is fine.  I am still waiting on the final document to be sent over so it can see signed.
  
  I do NOT accept that NuWatt will not abide by the agreement made when the solar panel were not installed to agreed plan.  They will not add the additional panels or even move some of the existing ones to prime location that was in the original plan.
  
  *********************

  

  Business Response

  Date: 03/05/2024

  
  Production Guarantee: We understand ***** expectation for the production guarantee to be based on the original production amount specified in the contract. However, we'd like to reiterate that we shared the production estimate (****** kWh) for the revised system with **** on 06/27/2022. The production was estimated by the limited ********** available at that time. Considering the significant tree coverage surrounding the house and the inevitable growth of trees over time, achieving the original production target of ****** kWh/yr without tree trimming or removal is not feasible.
  
  Panel Addition and Relocation: Unfortunately, we cannot agree to install more panels to compensate for the difference in production between the original vs. the installed layout. We must emphasize the engineering complexities and logistical challenges associated with it. Procuring similar parts poses difficulties, and there are inherent risks associated with oversizing the system, as well as adding different optimizers in the same strings. Moreover, relocating solar panels would necessitate removing mounting brackets and filling penetrations, increasing the risk of roof leaks. 
  
  Additionally, **** has indicated a potential roof replacement in the future, during which we would collaborate on panel relocation if it aligns financially for both parties.
  Compensation and Production Deficit: We acknowledge his disappointment with the actual production output falling short. So, we have offered a one-time courtesy credit to compensate for the difference between the highest production estimate and the actual production.
  
  Furthermore, moving forward, **** is entitled to request reimbursement for any production deficit equivalent to 90% of the system's actual estimated production (****** kWh) every two years as outlined in our production guarantee document.
  
  Production shortfall for the first year: ****** kWh - ****** = ***** kWh (From 11/01/2022 to 11/01/2023).
  
  The first-year reimbursement would be ***** x $0.125 = $851.13

  We remain committed to finding mutually beneficial solutions to address these challenges. Please reach out to us if you need any additional information on our end.

  

  Business Response

  Date: 03/19/2024

  Hello,

  Thank you for agreeing to the compensation. We will as well continue our discussion regarding panel relocation during the roof replacement event. We are committed to serving you and your system in the best way possible. 

  Customer Answer

  Date: 03/26/2024

   
  Complaint: 21177020
  
  As noted previously, I have come to an agreement on the production guarantee reimbursement with NuWatt.  While not ideal, it is fine.  I have signed the final document.
  
  I do NOT accept that NuWatt will not abide by the agreement made when the solar panels were not installed to agreed plan.  They will not add the additional panels or even move some of the existing ones to prime location that was in the original plan.
  
  *********************

• Initial Complaint

  Date:04/18/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  
  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because: 

  The formal response from NuWatt Energy to the BBB is quite vague as to what they plan to do.
  I have had informal communication with NuWatt via an electrician who does contract work for them. The electrician indicated agreement to the following:
  1. NuWatt will cover all expenses for removal of the battery system including any charges from Pedernales Electric Cooperative, should there be any.
  2. The refund amount is $12750.
  3. I agree to notify the BBB of our mutually acceptable conclusion immediately following removal of the battery and receipt of the check for the balance.
  However, I am not sure the degree to which the electrician really speaks for NuWatt management, and I haven't had any direct confirmation from NuWatt management that they agree to this. Also there has not been any follow up about removal of the battery.
  
  
  
  Sincerely,
  
  
  
  ***** *****

  nger worked there. Both informed me the battery system installed is inadequate for the purpose of supplying power to heat even the upper floor of my house. In particular, the chief electrician indicated the current configuration should never have been permitted. The project manager said he needed more information on the heating system to evaluate a battery backup and emailed the information he needed. His email was the first request for information apparently needed to design a system for me in the first place.
  I talked to the project manager on March 30, 2023, at which time he confirmed receipt of the additional information. He suggested any additional work on the yet-to-be-functional battery backup system might be extra cost. He agreed to send an email with specifics on what Nuwatt proposes and promised an electrician would call me the next day about a site visit. That was the last communication I've had with anyone from Nuwatt. Today's date is April 17.
  I've paid $33220.50.

  

  Business Response

  Date: 04/24/2023

  Dear Mr. *****,
  
  We sincerely apologize for the inconvenience. We understand that this situation has been less than ideal, and we are committed to resolving the issue as quickly and efficiently as possible.
  
  We want to assure you that our head engineer and master electrician have been made aware of your concerns and are in direct communication with you to address the issues. It seems that there was a misunderstanding regarding the system you wanted to back up and the capacity you needed.
  
  We understand that our team has been in touch with you since last week and requested more information about your heating system to better evaluate the battery backup solution. We will ensure that our team follows up with you promptly to discuss the specifics of the proposed solution.
  
  We truly value your business, and we are committed to making this right. We understand that you have invested a significant amount of money in our services, and we will work tirelessly to ensure that you are satisfied with the final outcome.
  
  Sincerely,

  

  Business Response

  Date: 05/02/2023

  Dear Mr. *****,
  

  As per our emails and communications through our electrician, we are working on removing the battery and refunding you the full battery cost amount as per our communication. Please be aware that we are confirming with the utility if further paperwork is required for their records. The battery removal will be at no cost to you of any sort and the check will be issued once the removal is complete.

  Please feel free to give us a call if you have any questions. We'll be happy to discuss the matter further in case of any further clarification is needed.

  Regards,

   

  Customer Answer

  Date: 05/03/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** *****