Complaints

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

close

Find a Location

Trinity Solar has 9 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:12/29/2022

  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.

  *The panels installation was 2017. * We bought the home in 2019&had no choice but to take over the lease since we couldnt afford to buy out of it.*The roof is now leaking&caving where the solar panels are. The rafters are cracked in the same area of the roof. We feel Trinity & the engineers should have recognized the issues of the roof on our home & indicated repairs were necessary prior to placement&they were negligent in not doing this.The telephone number on the letter head form the engineer is disconnected so we cant ask him if he did a site-specific evaluation/survey or how he approved the roof. The roof on our home was poorly constructed where Trinity placed the panels. It is the portion of the roof over our porch. We feel they should have recognized this prior to placing the panels. The packet we have from Trinity and Sunnova contains 2 letters from an engineer. The 1st letter says the span is 146 and some work should be done to strengthen the roof prior to putting the panels on -this was November2016. None of the recommended repairs from his letter were made. The 2nd letter from the same engineer January 2017 says the span is 136 and then states The existing structure is definitely capable to support all of the loads of this photovoltaic project. We are finding this is untrue. If a site-specific survey was done, they would have seen the poor construction.Trinity installed the panels in 2017. Trinity advised us it would be $5000 to remove & reinstall the *********** would have to store the panels, as well. We had Trinity come out to show them that we feel the panels are contributing to the damage to the roof. They went into the attic, took *************** them to the office. They later called stating they disagreed that the panels were placed on a poorly constructed roof & lowered the $5000 est. to $4,000. We still feel that this cost is exorbitant. The roof is leaking & caving where those panels are for a reason. We do not feel the panels should have ever been installed on a roof that was this poorly constructed. There is also visible rot on the roof only a few feet from where they placed the panels on the right side of the house. Sunnova tried to intervene to get Trinity to eliminate the cost but Trinity was only willing to go as low as $3875.Trinity should have recognized at some point during the installation of the panels to the home that there were issues.We feel that Trinity should be held accountable when they are knowingly placing panels on roofs that are not in the proper condition to hold them for the lifetime of the contract they are installed. In our case it is a 25-year contract.If they had inspected the framing or complied with the 1st letter from the engineer, these panels would have never been placed or extensive work would have been required 1st.We should not have to pay for the removal or have to store the panels. It is a small house that needs a large repair.

  

  Business Response

  Date: 01/06/2023

  Trinity Solar is sorry to hear that ************ is having issues with his roof, and we take that very seriously.  He notified Trinity Solar of his concern on 8/23/22 and we immediately scheduled a technician to investigate. On 8/30/22 we visited the home, and it was determined their roof leak was not solar related but due to separate issues with the roof itself. 
  
  Trinity installed this solar system for a previous homeowner almost 6 years ago, with all appropriate permits and inspections, and had no prior complaints of roof leaks or about the solar installation. Prior to purchasing the home, ************ chose to take over a Power Purchase Agreement (PPA) between the previous homeowner and the system owner, Sunnova, as part of their decision to buy the home. In the Sunnova agreement it clearly states that the homeowner agrees to pay for the possible removal and re-installation of the solar panels if ever needed prior to the end of the 25-year term. The customer also confirmed they had a home inspection prior to buying the home and the home inspector made no mention of any structural issues with the roof or the solar installation. 
  
  While we believe Trinity has no responsibility for the unfortunate issues the homeowner is experiencing, it is always our goal to help. On 1/3/23, our Senior Director spoke with ************ and offered him several solutions and is waiting to hear back on how he would like to proceed. We will remain available for anything he needs.

• Initial Complaint

  Date:12/12/2022

  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.

  We complained about a randomly change loan rate that we agreed on ****%, while being provided a contract with ****% rate. *******'s District Manager *****************************, whom we settle this contract, is also willing to help us proving the rate should be ****%. We filed a BBB complaint with ID #********, while the business called us thru the phone telling us they went thru the investigation and agree to change the rate back to ****%. Because of that, we agree to close the BBB case #********. However after two days that I closed the case, very dispointedly, we were told from the business that their second round review decide not to change the rate. This is fraud. We are opening a new case for the same issue now, and would not close it until the rate changes.

  

  Business Response

  Date: 12/21/2022

  We understand the customers frustration, however, we are not the loan company who the customer has the concern with.  The customer signed a loan agreement with a ****% APR with Sunnova, not Trinity Solar.  Because of this, there is not much Trinity can do to fix the situation.  Sunnova had a call with the customer at contract execution to review the payment amounts of the loan.  The customer agreed, verbally and in writing, to the payments amount.  We know there was a conversation between the sales representative and the customer about a ****% loan for their roof replacement.  The customer did not pursue the roof loan so there may have been confusion between the solar loan and the roof loan as they were not the same APRs.  Nonetheless, we have and will continue to work with ******* to resolve the issue to the best of our abilities in the favor of the customer. 
  
  

  Customer Answer

  Date: 12/21/2022

  
  Complaint: 18559629
  
  I am rejecting this response because: We, as customer, only talked with ********************** sales rep for this solar panels sales and the loan, and all contracts were discussed and provided from Trinity sales rep. ********** we think Trinity has the responsibility to help solve the issue. As for ****% loan rate of roof replacement, that is not the truth. We never discussed the roof replacement with Trinity, and we never need a loan on roof replacement. It is impossible that the ****% rate is due to confusion or misunderstanding from a roof replacement loan. Trinity called once telling us that they would process to change the rate back from ****% to ****% after investigation, and suggested us to pay the monthly payment first with the ****% rate first and we'll give reimbursement for the overpayment after rate adjustment. That's reason we proceed the monthly payment and remove the BBB first case. Two days after I removed the case, they called in again to refuse to change the rate. The business shows only dishonesty in the whole process.
  
  
  
  Regards,
  
  Si Chai

  

  Business Response

  Date: 01/06/2023

  We spoke with ***************** on 12/29/22 and believe we've resolved their concerns. We will remain available for any solar needs they have.

• Initial Complaint

  Date:12/07/2022

  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.

  A few years ago I purchased solar panels from trinity solar I bought the whole system I didn't lease my panels. My system was installed with a solar edge inverter that has no screen for information it was installed with a 3g cellular chip to allow for monitoring via an app fast forward 2 1/2 3 years and 3g is no longer supported with cellular companies so I can't see if my system is working or how much power it's producing. I've contacted the company since everything parts and labor are covered with 5 year warranty but they refuse to fix the problem saying I need to pay $400 for the new part and install. My argument is that the system doesn't work as it did when installed so the fix should be covered. Their poor choice in installing a soon to be obsolete chip shouldn't fall on me if im still under warranty

  

  Business Response

  Date: 12/16/2022

  Trinity Solar installed a solar system for ********************** in 2019. At that time, and until his telecom company recently retired this technology, 3G was industry standard for all cell kits. Trinity, nor the solar industry, has any control over what the telecom companies do, nor can we predict when they'll make those changes.
  
  The warranties Trinity provides cover solar performance and repairs necessary to maintain solar performance. **********************' system is performing and does not require repair, nor does it require 4G to produce energy. Furthermore, he can still monitor the system by looking at the net meter. Trinity offered an alternative method of monitoring his system by hard wiring the inverter to his internet connection but in the end ********************** didn't want that option and moved ahead with another company to service his system.
  
  We will remain available for ********************** in the future should he need anything covered under warranty. 

  Customer Answer

  Date: 12/16/2022

  
  Complaint: 18538465
  
  I am rejecting this response because:
  The company is stating that I the end user had a telecom company that no longer uses 3g when in fact I have no idea what telecom company that would be because that is trinity solar's telecom company furthermore I was not offered the option to hard wire my system but I feel that would be the best alternative and would except that . Also trinity warranties my system for functionality but if I didn't take steps to fix their failed system nether them nor I would know that the system is working as intended.  
  
  
  Regards,
  
  *****************************

  

  Business Response

  Date: 12/22/2022

  Trinity Solar understands **********************' frustration. As today's technology evolves, such as retiring 3G for 4G/5G, we are all forced to deal with issues outside of our control. The telecom company in **********************' area (whether it's ******** AT&T...) reads the data from the cell card in the inverter. While this is a highly convenient method of monitoring solar production, he was still able to monitor his system via the meter.
  
  
  **********************' solar system was always functioning and did not fail at any point. The system warranties apply to the functionality and performance of the solar system, which was not impacted at all. We offered to connect ********************** with a senior Trinity Solar executive to discuss his concerns, and we're confident they'll be able to provide further clarity on his warranty.
  
  We're unsure what else we can do for **********************, but we'll remain available.

  Customer Answer

  Date: 01/06/2023

  
  Complaint: 18538465
  
  I am rejecting this response because:

  My system has lost a function that was available when installed if it were through my doing i would expect the carrier to not cover its own warranty but clearly this isn't the case . Also trinity solar is confident to assure you that my system is functioning properly but that's only possible only because I had no choice but to get my system repaired already which intern allows trinity and myself to see that my system is producing electricity furthermore It appears that trinity solar has now recanted on its original statement to the better business bureau that they had offered to hard wire my system (now offering to hard wire for cost). I feel a suitable solution is if under warranty trinity solar hardwires my system at no cost or stop using the cellular system that I have replaced out of pocket and send a technician over daily to confirm my system is functioning as intended. At this point trinity solar is using a system that i had to have repaired out of pocket because they refused to cover under warranty against me to argue that they didn't need to update the system to confirm functionality 
  
  
  Regards,
  
  *****************************

  

  Business Response

  Date: 01/17/2023

  Trinity Solar attempted to connect ********************** with a Senior Director several times via email and phone call on 12/23/22, 1/5/23, 1/9/23 and 1/16/23, but he has not returned our calls or emails. Our offer to hardline ********************** system was always at a cost. However, when our crew went to do a site assessment of the system, we were informed it was no longer needed by the homeowner, as he paid another company to perform the upgrade. There were no required repairs since the system was functioning all along. 
  
  Trinity is available to continue the discussion when ********************** is ready.

  Customer Answer

  Date: 01/18/2023

  
  Complaint: 18538465
  
  I am rejecting this response because: These are false statements made by trinity yet again. I have answered every phone call made by trinity I even have an appointment for a senior executive to call again on Friday 01/20 @ 3pm. I'm sure there won't be resolution because it's become very clear that trinity doesn't want to stand by their warranty. An example of their argument on my situation is if they sold me a watch that I was able to look at and tell time and it had a warranty. A year or so later still under warranty and through no fault of my own the watch display no longer works but they refuse to warranty the item because they say the watch is still keeping time even though I can't see what time it is. Unfortunately for myself I have taken steps to repair my system because trinity refused and now they use the information that they wouldn't be privy too had I not had a system that they "claim" to warranty, repaired against me to say the system is working. Would trinity be willing to send a technician out to my house daily to make sure my system is working properly as intended had I not taken action to have my system repaired? The fact that trinity is saying that I the home owner paid to have the system repaired and its now working correctly an admission that it was previously not working correctly and therfore should have been covered under warranty? 
  
  
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:12/06/2022

  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.

  On 7/22/22, Trinity Solar salesman ************************* came to my home & did his pitch for solar panels. I was advised that once I signed the contract, the process would take approximately 2-3 months to complete from end to end. His BIG selling point was that I would be able to reap the benefits of the tax credits when filing my 2022 taxes next year. There was NO communication from Trinity Solar after I signed the contract for over a month. I contacted them in August & again in September asking about installation dates. On 9/26/2022, after contacting Trinity Solar & asking to cancel due to lack of communication and transparency, I was given a name of my NEW concierge. I spoke to ********* was very sympathetic & assured me that there would be clear communication from that point on. When the solar panel installers came to do the work, they advised that the salesman **** the plans for my roof incorrectly, the wrong racking and panels were ordered (they would not fit). Fast forward to 2 1/2 weeks after the panels were installed (today), I had to reach out yet again to ask when the final inspections would be. My concierge has not responded to my last two communications but instead someone else called today to tell me it's going to be another 2 weeks before "the town inspectors" could get here which is completely untrue because I spoke with my Town. When pressed she admitted that the schedule was based on the Trinity Solar rep's availability. Not acceptable at all. Before this job is completed it will be upwards of 6 months dealing with these folks that don't care a bit about honesty and customer service. At the end of the day, I will not reap any tax benefits next year because the system will not be up and running. It was all a lie from the start and the staff at Trinity couldn't care less about anything but a sale! I'm deeply disgusted and I'm being taken advantage of because now I'm roped in with their equipment on my roof. I need this resolved ASAP!!!

  

  Business Response

  Date: 12/16/2022

  Trinity Solar apologizes for the initial communication delays. We've since been in communication with ************************ and will continue to update her on her solar project. Once her complaint was received, her Project Concierge contacted her to apologize and assure her we're doing everything we can to get her solar system up and running. Trinity's corporate customer service team also reached out via phone and email to see how else we can assist.
  
  There are several factors at this stage of ************************** project that require coordination between the township, the *************** and our Trinity inspectors. Upon receipt of this complaint, Trinity called the ********************* to ask about moving the inspection dates up but were told the dates provided were the earliest available. 
  
  We are happy to note that ************************ can absolutely file for the tax benefits this year because that is based on the installation date, not the energization date. We will remain available for any solar needs ************************ has.

• Initial Complaint

  Date:11/17/2022

  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.

  i was lied to by the sales rep. I was told they could only offer me the solar panels if it saved me money and that any unused energy produce by my panels, I would get a refund check in the mail from the electric company. I spoke with the electric company is that is a lie. All i get is a credit which at the end of the year if my panels produce more than i used then a credit will be passed on to the following year. Trinity rep said i could use that check to help pay Sunnova which again is a lie because there is no check. so, i am paying Sunnova more money than needed and at some point, more than i would be paying electric company which would not be saving me money. ******* says they will not remove panels that are not need and i am stuck in this contract.

  

  Business Response

  Date: 11/22/2022

  A senior Manager at Trinity Solar spoke with **************** on 11/18/22 to discuss his concerns. We feel confident that weve addressed them and cleared up any confusion regarding selling the excess energy back to his utility company. Our senior management will follow up with **************** once his solar system has been energized for 12 months to show the full solar savings. We will remain available for anything he needs.

• Initial Complaint

  Date:11/02/2022

  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.

  My inverter broke on my solar system in August. Sunnova notified me that Trinity would be out to fix it. I never heard from Trinity. I called multiple times, always being told that they didn't have an open case. Sunnova kept sending me to Trinity and Trinity to Sunnova. Finally I called into the sales department and they got the service department to help. They finally found my case and then told me that the inverter was on delay from the supplier. That's fine, I understand that, but call me and tell me that! Then she told me (SURPRISE) the part JUST came in that day and they would be out the next week to fix it. I was told I didn't need to be home, I told them I wouldn't be and they could just go inside the fence to do what they needed to do. They send the rudest man I ever encountered, he left the most obnoxious voicemail demanding I call him back immediately or he was leaving. My husband called him and told him to go in the yard and he did. That was the middle of October I was told it was fixed by Trinity. NO SOLAR FROM AUGUST TO OCTOBER and not one call or email from Trinity to explain this issue and its not Trinity's responsibility or Sunnova's? Today I got an email from Sunnova telling me it was still not working and the opened case from August is still pending. I called them, they told me that Trinity never closed the case and they are showing 0 production. I called Trinity's customer service who couldn't be bothered to help me, kept saying it was on Sunnova and I had to call them. No, you need to contact them and fix your miscommunication and someone owes me a lot of money. I have been paying $317 a month for Sunnova and $250 a month for electric and my surplus is gone! I am tired of the excuses. I need my system fixed!

  

  Business Response

  Date: 11/14/2022

  Trinity Solar received a dispatched work order from ****************** solar system owner and finance company Sunnova, to replace their inverter on 8/22/22. Due to an industry-wide inverter shortage, as well as supply chain and delivery delays, we were unable to schedule this service call until 10/11/22. During that visit, the inverter was replaced, the system was on and producing as a result, and we submitted our findings to Sunnova which closed our service case. 
  
  

  Customer Answer

  Date: 11/14/2022

  
  Complaint: 18349296
  
  I am rejecting this response because: if it wasnt for me calling multiple times as well as emailing I would have never known that the inverter needed to be replaced. You failed to communicate with me the entire time. I got rude customer service agents would couldnt be bothered to help. The person who came today put a flyer on our door telling us the panel needs to be replaced l. That notice was blowing away when I got home. If that blew away, how would I know what was happening? Its not like you call anyone or email them. Proper communication would have made this situation less of an issue. However I am still paying for both the panels and the electric bill which is c*** Someone owes me money. 
  
  Regards,
  
  *******************
  

  

  Business Response

  Date: 11/21/2022

  Trinity Solar does not own this system and therefore is required to wait for the owner, Sunnova, to dispatch us to provide service. We are obligated to provide service reports to Sunnova, which we did, and await further instruction on how to proceed. Mr. and ******************* concerns have been reviewed by Trinity's Management and we've attempted to connect with them to discuss additional ways we can help. We left voicemails on 11/14, 11/15 and 11/21 and look forward to hearing back. Until then, we will continue to reach out so we can resolve this concern.

  
  

  Customer Answer

  Date: 11/22/2022

  
  Complaint: 18349296
  
  I am rejecting this response because:
  
  they have not reached out to me, they called my husbands phone from a blocked number. We do not answer calls from blocked numbers. I have returned their call and got a voicemail. Now we are playing phone tag. 
  
  
  Regards,
  
  *******************

  

  Business Response

  Date: 12/05/2022

  We connected with *************** on 11/30 to discuss her concern and are working to resolve it. We will remain available to help with anything we can. 

  
  

• Initial Complaint

  Date:10/21/2022

  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.

  I have a contract for replacing roof and installing solar panels. Roof is leaking and i keep getting ignored by guy sale rep i made contract with. I went to check permits for roof and one was never filed for roof and i keep calling him to get it replaced **** since it leaking and he just keeps saying i call u back and never does .

  

  Business Response

  Date: 10/28/2022

  Trinity Solar has been in active communication with ****************** and confirmed his installation date on 10/27. We apologize for the miscommunication on our part and believe we resolved his concerns. We will remain available for anything he needs moving forward. 

• Initial Complaint

  Date:10/21/2022

  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.

  On May 2 we met with **** "************* to hear about the benefits of going solar. We were sold on the "locking in" of our current energy expenditure of $82.00/month. That would be the payment for the solar panels and the PP&L meter fee monthly. This was also supposed to protect us from future rate increases as I should be generating enough power to cover my needs for the year (****kwh). Information was gathered and ** went off to draw up plan and we met again on May 5 to review the plans. He showed us the drawing of the roof with panels on the front and back section of the house. The money was pretty much on so we agreed to go forward. Everything was done on an iPad so far. May 23 Technician from Trinity came to take photos and measurements. He measured both the front and back sections of the roof.Early July we were contacted to schedule install. Originally scheduled for July29 but we had to reschedule for August 5. Up to this point we have had no other communication from Trinity.Installation on August 5. I was told by the technicians that everything was good and I will be contacted shortly for 2 inspections, one from Trinity and another from PP&L before final activation. I also received an email from my project concierge stating the same. We heard nothing for a month so I reached out and had a very hard time getting anyone to speak to me. Having time to review things I discovered:Only half the panels were installed A change was made without my knowledge (and apparently PJ's as well)The system was turned on October 6 after many frustrating phone calls with Trinity.The system will only provide 4000kwh/year with an guarantee of on 87% of that leaving quite a gap.The company says that the change was made because the back panels were north facing and would not be efficient. I think my salesperson should have known this from the beginning. A change should have been communicated. Promises not delivered We have tried to deal with the company but have had no luck.

  

  Business Response

  Date: 10/27/2022

  A Trinity Solar Sr. ******** spoke to ******************** on 10/26/22 to talk through and explain the specifics of the financial agreement he signed with *******. They re-confirmed that his installation matches his signed agreement, and the solar system is performing as expected and as contracted. Trinity Solar also offered additional options to satisfy ************************ desired results, but he refused. We will remain available for any solar needs he has moving forward. 
  
  
  

  Customer Answer

  Date: 10/28/2022

  
  Complaint: 18293632
  
  I am rejecting this response because:
  Also discussed and agreed upon were the facts that the design team made changes and failed to notify me (or my salesperson) of these changes. I was not given the chance to evaluate before moving forward. Had I been aware of the change, I would not have moved forward. Sr. ******** said that would have been foolish of me to do since I would still be saving. I told him that it was MY decision to make, not his.

  
  The additional option was to offer me an insulting $300.

  This is a true story:
  A while ago we wanted to make some improvements to our home and thought a deck in back would be nice. We called a company and went through the process; meeting with sales and coming up with a project. We had a design in mind and provided it to the company. In their review of the original workup,it was discovered that our design was too large for the allowable space.(Permeable ground) Rather than moving on with the project the company called and explained that they would have to shave off 2 feet from the deck. We considered this and decided to scrap this plan and find another way to improve the home. I would say that they handled this appropriately. They didnt put on a smaller deck and then tell me that I would have been foolish to not want the deck. And I should be happy because I do still have a new deck even though it is not what I though I was getting. My salesperson didnt suddenly and mysteriously disappear (no longer with the company).

  
  Contrast that to my experience with Trinity. The design team decided, for whatever reason, to reduce the size of the system without notifying me. They decided for me that I would be okay with this change and moved forward. When questioned about it the blame is shifted to the consumer. Our salesperson has suddenly left the company. Information was purposely suppressed in order to not lose a sale. (i.e. follow the (tax) money; just get as may panels on as many roofs you can). I am curious if any other Trinity customers have experienced a similar situation and may not have noticed. In my opinion,Trinity sales practices are greasy at best and may even be criminal.
  
  
  Kind regards,
  
  *************************

  

  Business Response

  Date: 11/15/2022

  The system Trinity installed for ******************** maximizes his savings while keeping his costs to a minimum.  One roof we anticipated installing solar on was not structurally sound to hold the solar and would have resulted in unwarranted costs to him. The other roof was pointed 50 degrees to the north and would have unnecessarily burdened ******************** with the cost while not producing the needed electricity. The system we installed was the least cost option for him while maximizing his savings. 
  
  Trinity initially presented ******************** with a preliminary layout to illustrate how the system could look on his roof, an estimate of how much he could potentially save by going solar and that the total value of the system would be $25,920. Once our design team completed their analysis and determined a cost appropriate solar system layout maximizing his savings, he was presented with the final layout and financial responsibilities, which showed a total system value of $16,200. At that point, he signed an agreement with ******* to finance the project which matches exactly what was installed on his roof. 
  
  Although we stand by our design and our process that maximizes our customer savings, it is disappointing that ******************** found our $300 in assistance insulting. We were under no obligation to do so yet we were willing to provide such assistance as if the solar system would have produced 100% of savings, which because of shading, roof orientation and roof structure was impossible.  
  
  We remain available to assist with any of his solar needs moving forward.

• Initial Complaint

  Date:10/11/2022

  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.

  July/August 2020:Trinity solar installed solar panels. We expressed concern about the condition of the roof. When we purchased the house in ****************************************************** **** years. Roof inspection for the solar panels concluded that our roof was suitable for installation. No report of this inspection or who completed it was provided to us nor has one been furnished in the recent attempts we have made to see it. We shared concern the roof could not withstand the 25-year lease. Our point person ***** repeatedly told us the cost was $500 and we had to be able to store the panels. This seemed reasonable and meant we had more time and money to save given the savings on our electric bill.Summer 2021:A storm caused a roof leak. The repair man we hired to fix the leak told us he never would have put panels on our roof. He was very surprised to learn they had just been installed the prior summer. Spring 2022:Solicited estimates from contractors for our roof replacement. One of the companies, ***************, made the comment that they wished we had reached out to their business sooner because they would have connected us with the company that they worked with, Trinity Solar. The contractor was shocked when we said thats who did our installation.September 2022:Roof replacement scheduled for late November. Two attempts to reach Trinity Solar to schedule the ******************* ******** No response.***** from Trinity calls, said the cost of the ***** would be $4500+, could not be scheduled for several months. He assured us he was taking our complaint seriously and would get back to us once his boss was in the office. We never heard from him or Trinity Solar.

  

  Business Response

  Date: 10/21/2022

  Trinity Solar spoke with ****************** on 10/19/22 and we're confident that she's satisfied with our resolution. We will remain available for any solar needs she has. 
  
  

• Initial Complaint

  Date:09/29/2022

  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.

  My system has been down due to a defective inverter. They say its under warranty. Its been 3 months and they have not came out to fix it. Customer service leave you feeling as if they dont care. I just want the matter resolved. I paid $30 thousand for my system and its not working. This is ridiculous. I am paying high electric bills now, as well as Im losing out on my solar renewable credits.

  

  Business Response

  Date: 10/06/2022

  Trinity Solar installed a solar system for ******************** in 2016. His inverter is under warranty for 10 years and was replaced on 10/3/22. Trinity needed to wait for the replacement inverter to arrive before we could schedule a service call.  Because of an industry-wide inverter shortage as well as supply chain delays, the wait was longer than expected. The inverter arrived on 9/29/22 and we called ******************** on 9/30/22 to schedule the repair. We're happy to report that ************************ system is performing as expected. We spoke to ******************** on 10/5/22 and are confident he's satisfied with our work. We will remain available for any of his solar needs.
  
  

  Customer Answer

  Date: 10/06/2022

  
  Complaint: 18145800
  
  I am rejecting this response because:though they have replaced the inverter, Im still unsatisfied with their inability to compensate me for the monies loss in electric bill payout & srec loss. A conservative number for what it cost me is about one thousand dollars in total. They did offer me $250.00. I did except it because its better than nothing. I truly believe that there was no issue with supply chain. I also find it a bit funny after my better business complaint they just happened to get the part in. Again, the system is working now. But its no doubt that had I leased the system from them instead of purchasing it on my own, this matter wouldve been resolved much quicker because it would have been costing them 
  
  
  
  Regards,
  
  ************************