Complaints

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:01/19/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 purchased solar panels from Orbit for ****** in August 2021in March 2022 I found out that they went out of business and another company, Big Solar Panels took over. I got in touch with this company and they said they were going to take care of the issue. Nothing happened, I try calling the company again but there is no answer, I leave messages on a business number and a cellphone, but no one get back to me. I received an email once back in summer of 2022, but after that, I havent been able to contact anyone. Im paying for this panels for about 2 years, and had never worked. I need a solution please.

• Initial Complaint

  Date:11/28/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We started this process in the spring of 2023. It took months to get started. I believe we are up an running but now need to know how to sell our srecs. I signed into an SREC trade company but an unable to do anything without additional information. I have tried to call Big Solar several times but there is no answer.

  Business Response

  Date: 02/01/2024

  We are writing in response to the BBB complaint filed by the ****** family regarding their solar installation project and the associated **** (Solar Renewable Energy Certificate) process.
  
  Firstly, we sincerely apologize for any inconvenience the ****** family has experienced during this process. We deeply value our customers, and it is our utmost priority to ensure a smooth and seamless transition to renewable energy, including the proper handling of ****s.
  
  We understand the frustrations that arose from the delays in processing the **** application. Our company underwent significant structural changes over the past year, including the transition of responsibilities for incentive paperwork and applications. Unfortunately, this transition resulted in a backlog and the need to rectify discrepancies left by a former employee. The ****** family's application was one of those affected by these operational challenges.
  
  We want to assure the ****** family that their incentive application has been processed, and we are now waiting for ***** for process and give final approval of their application. The State program imposes specific deadlines for full and final submissions, and we are pleased to confirm that their application is well within this time-frame, ensuring they will not lose their eligibility for **** incentives.
  
  We anticipate that the State will still take several weeks to process the application, providing us and the ******** with the registration number needed to proceed with the **** registration where they can begin to sell their **** on the marketplace. Once completed, the ****** family will be able to collect the **** incentives they rightfully deserve.
  
  Furthermore, we deeply regret any difficulty the ****** family faced while attempting to contact us. We have had issues in moving offices and our phone lines working properly in forwarding services. Our customer service team has also undergone recent adjustments to ensure smoother communication and faster response times. We value the ****** family's feedback and are committed to enhancing our customer support processes.
  
  In closing, we appreciate the opportunity to address the ****** family's concerns and want to assure them that we are fully committed to resolving this matter promptly. We thank them for their patience and trust in Big Solar Energy, and we look forward to helping them fully realize the benefits of their solar investment.
  
  Should the ****** family have any further questions or require additional information, please do not hesitate to contact us directly.

• Initial Complaint

  Date:10/12/2023

  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.

  Purchased Solar panels in July 2022 from Orbit Solar for $26,685.39 with annual SREC income estimate. Around March of 2023found out that Orbit filed for bankruptcy before our panels were in service. Big Solar had taken over the project. Big Solar finally got our panels activated on June 21,2023. However, neither Orbit nor Big Solar filed for our state SREC incentives. On or around August 1, 2023, big Solar asked us for futile data like a picture of our meter in order for their interconnect or incentives team to register our panels for the state incentives. It is now October 12th 2023. Big Solar is providing very little to no communication. They have yet to register our panels for state incentives that we were promised approximately one year and a half ago.

  Business Response

  Date: 10/12/2023

  We we tasked to provide the necessary services to get Orbit customers to PTO, permission to Operate, and considering these are owned systems and not fully sold by us we do not have all the necessary accesses that *** be required so from time to time we try to assist customers on behalf of the finance company which we were hired, once we verify ALL data is received specifically PTO, should the customer need assistance on the **** filings we have assisted, please note we do not get ANY of the necessary emails that come from ** Clean Energy or Utility to verify accounts or actionable items, this goes directly to the customer as it is their email on file, but as stated we have or are assisting by asking for pictures of the meter, this is so we can verify swap of what we see from audit to today, our due diligence, but at the end of the day it is the customers responsibility to file or ask for the necessary assistance as most people use their accountant to assist them.

  We are accessible by phone and receptive to all calls or emails and will look into this deeper but unfortunately Orbit left the customer in shambles and we are just trying to assist in getting resolution to PTO for the customer and finance company.

  Customer is more than welcome to call the office and I will also have my team look into this deeper to see where they are in status.

  Big Solar Energy cannot be held responsible for the actions of another company considering we have unfortunately no contractual agreement directly woth the customer, but we do try to make every effort we can to assist if we can.

  Regards

  *********************

  Customer Answer

  Date: 10/13/2023

  
  Complaint: 20728894
  
  I am rejecting this response because:
    We are not in **.  We live in **.

  We have emails from Big Solar stating that Big Solar is working on registering our panels for state incentives, months ago.  Never did Big Solar state that we should contact our accountant to get it done.   If so, please document the communication   
  

  Big Solar asked us for a picture of our meter on August 2, 2023.   They gave us the impression that they would acquire our state incentives for us.   Why ask for a picture of our meter, then do nothing with the picture? ******** us wont make us go away.  Thats so unbecoming of such a company.    Talk.  Email.  Fax.   This is YOUR expertise.  Since Big Solar turned our panels on, they clearly already had a picture of our meter anyway.   
  

  If Big Solar is not going to service their acquired customers, then they shouldnt engage with customers from Orbit to begin with.   Let another reputable company get the job done instead.   
  

  Let us know who Big Solar wants us to contact to complete the process.   Our satisfaction is 0 out of 10    The BBB should protect the general public from Big Solar so no one else has to go through this   

  
  
  
  Regards,
  
  ***************************

  Business Response

  Date: 10/16/2023

  It is important to remember our obligation was to get systems operational with passed inspections and PTO, we have offered to assist with guidance, not do the work, we did not sign original agreement and the customer should have this information in their original packet, and the incentive should have been filled out with state and emails go to the customer during the process.  We make every effort to assist with getting this sysyem activated, but there is some leg work to be completed by the customer and if you do not know the how that is unfortunately the fault of Orbit due to their lack of transparency or communication, please provide who you have talked to from my office and what questions you have asked specific to this complaint, because I have no record or emails brought to my attention with regards to this complaint, I nor my specific team members can assist or direct if we do not know about this, now mind you I will research my end as we have over 135 accounts like yours that I do not remember all accounts or locations, hence why I have specific team members working on these accounts.

  I feel your complaint is unfair and judgmental as we have done nothing but have all customers best interest in mind and do our best to ensure satisfaction.  We are not expecting anyone to go away and we are always willing to assist but this is not going to get us to move the way you want, we head these issues or concerns head on.  Please reachout to us and I will look I to this deeper.

  Customer Answer

  Date: 10/17/2023

  
  Complaint: 20728894
  
  *************** to the reply because:  when we signed with Orbit a year and a half ago, we werent informed that we, orbit, or anyone else needed to register the panels before receiving incentives that we are ***********.  
  

  We appreciate Big Solar finally getting our panels operational on June 21, 2023.   
  

  shortly thereafter, PECO was the entity that informed us that we needed to register our panels to receive the state incentives.  They directed us to who installed / cutover the panels to operational.

  Hence, we contacted Big Solar again, not knowing this would become a big ordeal.  
  

  we spoke to and / or emailed the following at Big Solar: *****************************, *********************, ******************************************** ********************************************** **********************************************, and I believe one addition young lady.

  Now, my wife and I are more than capable of registering our panels ourselves.  We have the original contract.   Do we have the data that we need?   If so, all you need to do is telling where to go or who to speak to at the state.   We dont think its appropriate to badger our accountant for this.   
  

  If it is not feasible for us to do it ourselves, we feel that it is very appropriate for Big Solar as our current project matter experts to complete it for us.  If you know of a better solar company, we can even pay them to do it.  Just give us a better contact than our accountant. 
  
  
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:08/01/2023

  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.

  March 2023 we had solar panels installed to our house. As of today August 1, 2023 our panels are still not operational. We've contacted this company several times only to be lied to with phony contact numbers and people who will not call us back.

  Business Response

  Date: 09/15/2023

  This customer was correct in her overall claim but what she doesnt or does know is she had an as-build that had to be submitted and we were at the mercy of engineers and the local township approval, the process for installation was ontime and is within normal installation protocols, the customer is unhappy with the timing and we understand that but unfortunately I cannot speed others up for necessary completions and approvals but we are working diligently to get them PTO'd.

  Any further information required can be provided but we do expect this to be resolved soon.

  Regards

  *********************

   

  Customer Answer

  Date: 09/15/2023

  
  Complaint: 20404606
  
  I am rejecting this response because:
  
  True the installing was done but what he fails to say is the installers did not follow the design and installed on the wrong part of the house causing this delay which has been an extra 6 months of waiting. So it's s not the townships fault it is the companies installers faulty installation.
  
  Regards,
  
  *********************************

• Initial Complaint

  Date:07/05/2023

  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.

  They still havent added my net meter in the solar panels and everything is in but they havent added anything in to make the solar lower my bill like it says on the documents I got it on. I got my panels last year with orbit energy but they closed there doors so now Im stuck with goodleap and these people and they wont finish the job either they finish or I want them to stop charging me for the panels in general and tell them to take it off *******.

  Business Response

  Date: 07/05/2023

  We are a 3rd party provider following up on the project progress due to original contractor foing bankrupt, we are only hired to audit projects and see them to the point of PTO.  We are moving all these projects along accordingly based on needs and if the system is not PTO'd it may be because its in final stages of the process.

  As the firm conducting the audits we strive to ensure, while having been abandoned by the original contractor, the customers receive the necessary service to satisfy their accounts and get them turned on.