Complaints

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

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  Trinity Solar

  2211 Allenwood Rd Wall Township, NJ 07719-9692

  
• 

  Trinity Solar

  2180 5th Avenue, Unit 1 Ronkonkoma, NY 11779

  
• 

  Trinity Solar

  62 Leone Ln Chester, NY 10918

  
• 

  Trinity Solar, Inc

  300 Corporate Dr Reading, PA 19605

  
• 

  Trinity Solar

  4 Open Square Way, Suite 410 Holyoke, MA 01040

  

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:03/18/2023

  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.

  Today, 3/18/23 is the third time I've interacted with a salesperson going door to door. I've told them each time that 1. We're not interested. And 2. Simply said no thank you before they went into their pitch. Today the salesperson ******* replied, after all I said was "No thank you, we're not interested," "That's it? You're saying no and you don't even know what it is?" to which I interrupted and told him I saw the company name on his jacket and and told him we're not the owners of the property. He didn't need that information, the "no" should have sufficed each time. I don't care that a salesman is a salesman but how many times do I have to say no before it becomes harassment? I asked him to take the address off of their sales pitch list and he just walked away. I'm hoping he doesn't visit the next time the weather breaks and seems nice. This may have nothing to do with the BBB but honestly it's getting to be ridiculous that their salespeople are pushy to this extent.

  

  Business Response

  Date: 03/20/2023

  Our Trinity Solar field agents' only goal is to bring cleaner, cheaper energy to as many in their community as possible. However, as requested, we added Ms. ***** address to our Do Not Knock list and apologize for that inconvenience. 
  
  

  Customer Answer

  Date: 03/20/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  **********

• Initial Complaint

  Date:03/16/2023

  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.

  Constant unsolicited phone calls to phone listed with do not call registry, followed with rude behavior from Trinity employees

  

  Business Response

  Date: 03/31/2023

  Trinity Solar strives to maintain compliance with respect to all lead generation efforts. To that end, Trinity demands the same strict compliance of its vendors tasked with lead generation (where applicable). After **************** phone call was transferred to Trinity Solar, it became clear that he was not interested in a solar system. As a result, Trinity immediately placed the phone number he provided on its own internal "Do Not Call" list, which serves as an additional reinforcement against numbers listed on the national "Do Not Call" registry.  There was additional complexity here because ************ used a fake name and address in an attempt to "dupe" Trinity into speaking to him.
  
  

  Customer Answer

  Date: 04/01/2023

  
  Complaint: 19603637
  
  I am rejecting this response because:

  The name I used has NOTHING to do with the complaint.

  Trinity Solar has zero need for their own do not call registry.  They would need no additional controls if they followed federal law.

   

  They would have no need to even respond if they managed the vendors THEY CHOSE, and THEY chose NOT TO MANAGE.

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

• Initial Complaint

  Date:03/09/2023

  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.

  Trinity solar continues to solicit our house in person night and day - despite my having told the men at door to remove us from their list - three times this week alone. I am furious that they ring our bell after dark on a dark road. This is terrible business practice. If we ever want solar we will definitely not contact this company. This is harassment.

  

  Business Response

  Date: 03/10/2023

  Our Trinity Solar field agents' only goal is to bring cleaner, cheaper energy to as many in their community as possible. However, as requested, we added L.H. to our Do Not Knock list and apologize for that inconvenience. 
  
  

  Customer Answer

  Date: 03/10/2023

  
  Complaint: 19577467
  
  I am rejecting this response because: this is a bigger issue than just my house - the policy about soliciting should be changed. 
  how would you like it if someone knocked on your granddaughters door after dark? Think about that experience. They have come multiple times to our door even after being told to remove our address from their list. Even when we say we are not interested they KEEP talking. This is a policy and procedure issue not limited to my house. 
  
  
  
  Regards,
  
  L H

• Initial Complaint

  Date:03/09/2023

  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.

  On February 1st while installing my solar system the installation team caused damage to my house and never sent me a check to refund the amount of the damage which was about $287.

  

  Business Response

  Date: 03/17/2023

  Trinity Solar is confident we resolved **************** concern and will remain available for anything he needs moving forward.
  
  
  

• Initial Complaint

  Date:03/05/2023

  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.

  On Thursday January 5th, Sunnova sent solar installers to my house to install a solar panel system. The solar installers during the install process shorted out my electrical panel. Mainly the gfi wire going to the kitchen. This in turn caused a major outage in my kitchen. The installers also shorted out the ******* fios box next to the electrical panel. My son called me at work to advise me that there was no wifi in house. I thought maybe it had something to do with installers shutting off breakers to install inverter. When I got home from work, I found that there was no power to kitchen and fridge and wifi was still not working. I checked electrical panel and found a breaker was off. When I flipped on breaker, it immediately tripped. I then called an electrician to come and diagnose the issue. The electrician was there most of the nite resolving the issues. It turned out that the installers shorted out the gfi wire going to the kitchen. The electrician resolved the issues by replacing wire, breaker and gfi's. The next morning, I notified the installers of the issues they created and was advised by **** by text that he would open up a claim with the solar company. **** also advised me by phone that he had an issue with breaker staying on, but could figure out problem. I also contacted ******* to have fios repaired. ******* came next day and replaced fios box next to panel which had been shorted out. Fios didnt charge me and replaced box as a service. I also emailed trinity/sunnova and advised them of what was going on. foward ahead approx 1 month, I came home to find roofing shingles on my lawn. I immediately called my roofer (this is a brand new custom home), and advised him that shingles had come off my roof. The next day, roofer came to inspect roof and called me at work to advise me that the solar installers had broken the entire ridge vent off roof by walking on it. The roofer also advised me that this was a common occurence in his business. ****** also advised me that water had been getting into my attic since install. I advised roofer to replace missing ridge vent to stop/minimize water getting into house. The next day roofer replaced ridge vent. I immediately notified trinity/sunnova of issue by email and phone calls. since the first claim, I have been emailing and calling trinity/sunnova but have gotten limit responses. They did send someone to inspect and replace roof damages several days later, but repairs had already been made. The person they sent did remove additional broken shingles from my roof and apologized. Final a manager, *************************** got back to me after a threatened to contact ceo. ***** advised me over the phone that I would be reimbursed for my damages. On March 3rd, I received an email from ***** telling me that I will not be reimbursed because trinity/sunnova was never notified of damages. I was offered $500 to by ***** as a (we are sorry for any issues we may have caused fee). The repair cost in total came to ******** . So, the $500 offered is not acceptable. I have text and emails showing that installer was aware of damages and trinity and sunnova were notified immediately. I have text from installer, invoices, emails, etc.

  

  Business Response

  Date: 03/16/2023

  Trinity installed a solar system on Mr. ****** roof on 1/5/23 and received an email notifying us of his electrical issues at 10pm that same day. Our office contacted ************** the next morning, 1/6/23, at 9am to schedule the repairs, and send a technician out the same day to investigate. When we arrived, the repairs were already made, so we were unaware of the scope of work that needed to be done.
  
  On 2/8/23, Mr. ******************* Trinity of damage he saw on his roof, and we scheduled a site visit for Saturday, 2/11/23 to assess. Upon arrival, our crew discovered that, again, the repairs were already made. Trinity has a roofing division and could have easily repaired a damaged ridge cap if given the chance. 
  
  A Sr. Director called ************** to discuss his concerns on 3/10/23, however, Mr. ************************************** contacted an attorney and continued to use profane language until he disconnected the call. We were never able to properly assess the claims submitted by ************** and cannot validate his claims.  Because he has retained an attorney, his attorney must contact ours to resolve his complaints. 

  Customer Answer

  Date: 03/16/2023

  
  Complaint: 19542457
  
  I am rejecting this response because:  Trinity claims: "Our office contacted ************** the next morning, 1/6/23, at 9am to schedule the repairs, and send a technician out the same day to investigate. When we arrived, the repairs were already made, so we were unaware of the scope of work that needed to be done".   This is a complete fabrication/lie.  Trinity did not contact me till weeks later,  after I emailed them and left several messages.  There installer **** advised me the next day that he would open a claim with Trinity for my damages,  but never did.  Also,  my entire kitchen's power was out of power all day including my subzero fridge and under counter freezers, so, I did not have the luxury of waiting on trinity to send a repairman.  Power had been out since the morning and all the items in my freezers had began to defrost and items in fridge would have gone bad.  

  Trinity also claims that I am represented by an attorney.  This is another fabrication/lie.  I have not retained counsel and if I did,  trinity would have been made aware of it legally by such attorney.  

  Trinity acknowledged there installers damaged my house and made me an offer in email of $500 to make it go away.  However,  this amount is substantially less than the damages they caused.  Trinity management then contacted me and tried to talk me out of moving fowarded with the claim.  Trinity still owes me for the damages to my residence.  they were sent photos and invoices of damages,  but are doing everything in there power to avoid paying for damages.  

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

  

  Business Response

  Date: 03/24/2023

  Since ************** confirmed he has only contacted an attorney but did not retain one, our Sr ******** spoke to him on 3/17/23 and again on 3/23/23. We continued the discussion about the steps and information needed to evaluate the compensation requested by *************** While we expected to continue that process with **************, he ended our call stating he did not want to participate in that process and would seek compensation from Sunnova, his finance company, directly. We will remain available to assist ************** further if he would like to engage in the necessary process. 
  

  Customer Answer

  Date: 03/24/2023

  
  Complaint: 19542457
  
  I am rejecting this response because:

  Trinity has spent the last month trying to talk me out of collecting money for the damages they caused on my house.  1st trinity advised that they would only pay $500 because they were not given immediate notice of damages.  They changed their story when I sent them text showing conversations between their installer and myself and phone records showing I called their installer they second damages where noticed.  Trinity was emailed invoices and photos of damages.  Trinity also sent a supervisor to my house to inspect and verify damages.  Trinity's next trick was to have someone call me and try and talk me out of filing claim for damages with them.  When that didn't work,  they then tried to negotiate the damages so they could save money (even though they were sent invoices from the contractors).  Trinity then called back and tried a 2nd tactic,  which was to say that my contactors are probably friends of mine and they inflated the invoices.  Plain and simply,  Trinity owes for the damages they caused to my electrical system and my roof on my brand new house,  but they are trying any tactic they can to avoid paying or minimizing their losses.  
  
  
  
  Regards,
  
  *******************

  

  Business Response

  Date: 03/31/2023

  Trinity Solar would like to work with ************** to resolve his concerns however we have not been able to take the necessary steps required. We need access to the work performed so *************** can evaluate if it meets our standards and determine if it was necessary and related to solar. We also need to verify if the electrician he hired is licensed in Rockland County to ensure their work was done to code and would not result in Trinity being held responsible for permitting issues or other related non-compliance concerns emanating from the customers electricians work in the future.
  
  

  Customer Answer

  Date: 04/05/2023

  
  Complaint: 19542457
  
  I am rejecting this response because: Yet another lie from Trinity solar.  Trinity inspected damages on 2 separate occasions.  Trinity inspector took photos of damages,  verified damage and acknowledged damage to roof, electrical and ******* fios panel.  This is just another tactic by Trinity to avoid paying for damages Trinity installers created during install.  I also supplied Trinity management with photos and invoices several times.  Trinity is a joke of a company.  Please do your research before selecting a solar company and Please review Better Business Bureau ratings and complaints before selecting a solar company.  Trinity's rating are horrible!  
  
  
  
  Regards,
  
  *******************

• Initial Complaint

  Date:03/03/2023

  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.

  I was solicited by Trinity solar for a solar installation by a doorbell ring at 7pm on a Friday night.While I find this annoying and an action that would discourage me from doing any business with this company, my primary concern is for the young woman who is out ringing strangers doorbells at night. Such a sales approach should be strongly discouraged if not banned out of concern for the safety of young salespeople.

  

  Business Response

  Date: 03/07/2023

  Trinity Solar apologies to **************** for the inconvenience that our arrival caused. Our field agents strictly follow Middletown's allowable knocking hours, which extend until 8pm. Each field agent sets their own daily schedule and knocks when it's right for them. 
  
  Trinity Solar takes the safety of our employees seriously and has GPS tracking for every employee as well as hourly check-ins, reflective gear and the ability to work in pairs. 
  
  We certainly appreciate ******************** concern for our employees and respect his request to not knock at his home. We've added his address to our internal Do Not Knock list, so he won't be inconvenienced again. We're confident we resolved ******************** concerns and will remain available for anything additional he needs.

• Initial Complaint

  Date:02/28/2023

  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.

  So my mother had solar panels installed. The salesman ***********************, mislead her to believe her bill was higher than it really was. It was a 2 month bill that she thought was a one month-so solar made a lot more since. He was smart because he built her setup based off the correct bill. So after the solar was built it only worked for a month. She got a bill from the **** (long island electric) with a high total. When speaking to them we learned that the panels were not functional. We called Trinity and they said they saw something was wrong and sent someone to the home and discovered a part was not functional. They never called, emailed, sent a letter, left a door tag or nothing to let us know what had happened. When asked when it will be repaired, they said they didn't know when they can get the part in so there is no time frame they can give us. In the meantime, she has to pay both the solar panel bill and electric bill which does not fit into her monthly budget and is causing her to struggle. The panels have not worked since October. They told her she would have to wait 2 years to even see if she can get a refund. At this point we are being help hostage and want them to remove the panels and eliminate this contract. Sonova is the company that holds the contract but it was built and sold by Trinity Solar ************. Sonova is ************

  

  Business Response

  Date: 02/28/2023

  ******************* is a Trinity Solar customer, but her children are not authorized on the account to speak for her.  The contact information they listed does not match what we have for her. ****************** finance company, *******, maintains her solar system and she should contact them to discuss her concerns.

• Initial Complaint

  Date:02/26/2023

  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.

  Trinity Solar gave me a price for solar installation. After the fact I needed the solar system to have more than they originally planned so they made some changes. After the system was installed I asked Trinity Solar to provide me with an itemize statement to see where the money went. They tell me to ask the lender. The lender told me that they do not have an itemized bill. They just have the final number. I reached out to Trinity Solar numerous times, and they refuse to provide me with the information I need.

  

  Business Response

  Date: 03/07/2023

  **************** purchased a solar system and new roof from Trinity Solar with a loan from their finance company, Sunnova. Trinity has sent **************** copies of his roof and solar contracts, listing out the total costs of each. 

• Initial Complaint

  Date:02/21/2023

  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.

  Trinity Solar installed solar panels in July 2022, and the *************** began in November. Today, with 38 degrees outside, Trinity came to the house saying that their work on the electrical box in the basement would fail code by NYSERTA, and that they need to shut off our heat to fix it. They notified us today, came over today without our asking, and only mentioned the heat issue once they arrived. Our problems with this situation include: 1. Telling us the day-of that they need to come over to fix the electrical system; 2. Coming over regardless of our reaction; 3. Asserting they need to turn off the power despite our protest (though they will not turn it off until we give the OK); 4. Never telling us that NSYSERTA would inspect us at all, let alone with such short notice; 5. Suggesting that our *************** may have not kicked in or will cease to function, when we were under the impression that it worked since November; 6. Overall lack of communication.

  

  Business Response

  Date: 02/28/2023

  Trinity Solar was in contact with ******************** on 2/23/23 to discuss her concerns. We explained that NYSERDA randomly selects a percentage of our installations to inspect annually, either in person or virtually. ************************ solar system was selected for an onsite photo inspection, and photos were due within twenty-four hours. 
  
  We certainly apologize to ******************** for not requesting, but rather showing up for the visit. We also assured ******************** that enrollment in the NYSERDA/Con ****** program is not affected by this inspection, they are still enrolled, and their solar system is performing without issue. 
  
  We believe this satisfied their concern but will remain available for anything they need. 

• Initial Complaint

  Date:01/12/2023

  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.

  They have continuously solicitated my property about their solar panels once every quarter with their sales pitch. Each time it has been after 6pm EST like today. I wish them to stop ringing my doorbell and solicitating my residence when I clearly told them each time politely to stop and No Thank You. But they keep doing this.

  

  Business Response

  Date: 01/17/2023

  Our Trinity Solar field agents' only goal is to bring cleaner, cheaper energy to as many in their community as possible. However, as requested, we added ************ to our Do Not Knock list and apologize for that inconvenience.