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

  20 Pattersons Brook Rd Ste 10 West Wareham, MA 02576

  
• 

  Trinity Solar

  2180 5th Avenue, Unit 1 Ronkonkoma, NY 11779

  
• 

  Trinity Solar

  4 Open Square Way, Suite 410 Holyoke, MA 01040

  
• 

  Trinity Solar

  62 Leone Ln Chester, NY 10918

  

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:09/19/2022

  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.

  I signed a contract with Trinity Solar to place solar panels on my roof to generate and provide power for my home. The agreement was signed to save us money. Since the panels were installed in June and we were granted permission to operate in July, we have yet to save any money and in fact, have been forced not only to pay our full duquesne light bill, but we are also being forced to pay Trinity for a system that is not operating as it should. We have yet to receive any credit for the solar system installed on our roof and forced to pay two bills. The company has promised to come out and inspect the system but has failed to show and failed to contact us back. Everytime we call or email, we are promised a callback, and never receive a phone call or email in return. Their customer service thus far has been terrible and I should be forced to pay for a system that is not functioning as promised by Trinity Solar.

  

  Business Response

  Date: 09/29/2022

  Trinity Solar has been in touch with Mr. and ************* via phone and email in an effort to resolve their concerns and facilitate communication with their finance company and system owner, *********************** Purchase Agreement Mr. and ************* signed with Sunnova covers any repairs needed. Trinity was able to expedite a *************** appointment for the customer as well as billing assistance. We confirmed that repairs were made to the solar system on 9/26/22. Trinity Solar will remain available for any questions or concerns Mr. or ************* have moving forward.
  

• Initial Complaint

  Date:09/14/2022

  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 solar was turned on in January 2019. It has not been working since July 2022 and Trinity has had the work order since July 8, 2022. After numerous calls and complaints they have no idea when it will be fixed. I am now paying an electric bill and a mortgage on solar that has not been working for over 2 months and they dont know when it will be fixed. My electric bills the last 2 months were over $1,000.00. Please help.

  

  Business Response

  Date: 09/19/2022

  Trinity Solar received a service dispatch from ************************** finance company and system owner, Sunnova, on 7/8/22, however, we did not receive the replacement inverter from the manufacturer, SolarEdge, until 9/14/22 due to supply chain delays. Trinity immediately scheduled a Saturday appointment for ********************** on 9/17/22 where we replaced the inverter and restored her solar production. 
  
  We will remain available for any of ************************** future solar needs.

  Customer Answer

  Date: 09/19/2022

  
  Complaint: 17932138
  
  I am rejecting this response because: when I spoke to them that week the part was on back order and shipping was going to be delayed so they had no idea when it would be repaired because the manufacturer didnt even have the part available, according to Trinity Solar.  As soon as the BBB got involved the part was miraculously available in hand and ready to be installed.  Meanwhile I have been paying exorbitant electric bills for the last three months and the mortgage on the solar.  I want Sunova or Trinity to reimburse my electric bills with interest, not to mention the time and aggravation I have endured with this.

   

  Thank you 

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

  

  Business Response

  Date: 09/29/2022

  Trinity Solar is currently experiencing extensive supply shortages and delivery delays from our inverter manufacturer and has not been able to receive regular tracking information.
  
  We received email notification of ************************** complaint from the Better Business Bureau on 9/14/22 at 8:32PM. The notes on this customer's account show the inverter was received on 9/14/22 and assigned to ************************** account at 11:26AM. We can appreciate the coincidence of the timing, but we were already working on ************************** account when we received her complaint. We followed our standard operating procedure and called the customer to schedule an appointment within 24 hours of receiving her equipment.
  
   We're happy ************************** inverter has been replaced and her system is producing clean, green energy again. We will remain available for any of ************************** future solar needs. 

  Customer Answer

  Date: 09/29/2022

  
  Complaint: 17932138
  
  I am rejecting this response because:  they are full of it.  Amazingly a part that wasnt available became available and was installed as soon as they got the notification from the BBB.  Who is paying for the electric bills incurred not to mention interest on my money and the time and aggravation I went through trying to get them to fix it.
  
  
  
  Regards,
  
  *************************************

  Customer Answer

  Date: 02/27/2023

  
  Complaint: 17932138
  
  I am rejecting this response because:

  I am writing to you to have my case with Sunova and Trinity Solar reopened.  My solar was not working from the end of June 2022 through September 2022.  I was receiving electric bills in excess of $500.00 each of those months and was also paying the mortgage on the solar panels of $364.00 a month.  For the three months my solar wasn't working they told me the part was on back order.  The day before I contacted the BBB they told me it was still on back order and they didn't know when it would be fixed.  As soon as I contacted you the next day the part was available and my system was fixed.

  
  

  The entire time I was dealing with them with this problem they assured me during my numerous calls that I should not worry about the electric bills I would be reimbursed in January of 2023 when my system production was assessed.  I have been on the phone with them all week and now they are telling me they will assess it in January 2024.  I am presently out over $1500.00 in electric bills on top of paying a mortgage of $364.00 per month for a system that did not work.  I am also out ************ production for those three months which also translates into money lost during those months.

  I would greatly appreciate the BBB help in being reimbursed for my losses during those three months.  I was assured during every call to them that it would be in January 2023 that my production would be assessed and I would be reimbursed.

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

  

  Business Response

  Date: 02/27/2023

  This customer's financial agreement (and production guarantee) is with Sunnova. She is most likely discussing her compensation with them because we have not had any contact with her since September when we provided the 

  dispatched service call.

  
  

  Customer Answer

  Date: 03/07/2023

  
  Complaint: 17932138
  
  I am rejecting this response because:my compai t was with both Trinity solar and Sunova.
  
  
  
  Regards,
  *************************************
  *************************************

• Initial Complaint

  Date:09/08/2022

  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.

  Was given a price of $750 if ever needed solar panels removed when getting a new roof put on home, now Im told the price is over $5k! Would never have had panels put on knowing I needed a new roof in a few years.

  

  Business Response

  Date: 09/16/2022

  Trinity Solar called **************** on 9/16/22 to discuss his concerns and reached a resolution that he is satisfied with. We look forward to working with him and will remain available for anything he needs in the future.
  
  
  

• Initial Complaint

  Date:08/09/2022

  Type:Delivery 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.

  Have had an outstanding work order out for since December 2021 with no resolution. Have called several times and it been told it has been passed to the supervisor but still no resolution. On some of the calls have been told to call Sunova for the resolution and then have been bounced back by Sunova to Trinity.

  

  Business Response

  Date: 08/18/2022

  A Trinity Solar Director spoke to ************ on 8/15/22 to discuss his concerns. **************** finance company and system owner, Sunnova, is responsible for servicing the system and can either perform the service themselves or dispatch Trinity Solar.  Sunnova has chosen to service their system themselves and not dispatch Trinity Solar to perform the work. We followed up with Sunnova on **************** behalf to request they address **************** concerns immediately.
  

  Customer Answer

  Date: 08/18/2022

  [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:07/30/2022

  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 advised by the *** that the meter that reports my solar production, (so I get paid a quarterly amount for the carbon credits that are reported) is not transmitting the information (cellular) and that I need a new meter, I have sent several emails to Trinity about this issue with no response. Below is a copy of the email from *************** and the last email I sent to Trinity.Hope that helps, ********* Dear **************** Customer,We have been notified by your automatic reporting company that your system was installed with a meter that automatically communicates to Mass*** via 2G or 3G (cell service). The reporting company has stopped reporting your meter readings to PTS. You will forfeit some of all of your 1st quarter SRECs unless reporting is completed by July 5, 2022. To: ************************************************* Hi, this is my third request. I am really disappointed with your lack of response.If I do not hear from you in the next five working days, I will file a complaint with the BBB and with the appropriate state agency.Thanks, *************************** MD

  

  Business Response

  Date: 08/09/2022

  A Trinity Solar Sr. ******** spoke with ************ on 8/3/22 to explain his currently situation and provide a solution. Telecom companies retired their 2G/3G technology which prevented his solar system from reporting. In order to reestablish automated reporting, he needs to purchase and install an upgraded component. Subsequently, the Trinity email address he cites in his complaint was typed incorrectly and we never received his emails.  He emailed trinitysolar.com which is/was a British company.  Our email domain is trinity-solar.com with a hyphen.  As soon as we were made aware of the problem, we were happy to provide a resolution and believe ************ is satisfied with the result. We remain available for any questions or concerns our customer has.
  
  

• Initial Complaint

  Date:07/22/2022

  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 recently built a high efficiency home and in doing so, I had solar installed on my roof. Since January, my solar has been producing power. I recently found out in May through National Grid that the system was never properly vetted on the part of Trinity Solar, so National Grid won't acknowledge its existence until this is done. This was all triggered by some very large electric bills that didn't line up with previous months. Apparently the meter that was installed by National Grid was adding KWh to my **** instead of doing the reverse and crediting me for having solar. Since then, I've gone around in circles for two months trying to get this resolved. National Grid is saying I have to have Trinity file the proper paperwork, while Trinity is telling me that can't give me any information due to privacy issues even though I own the home. ************* holds the lease to my panels and Trinity was the installer of the physical system. I'm at a stalemate with Trinity. National Grid is trying to assist with getting this resolved, but needs me to contact Trinity directly. Trinity will not assist in any way to help me resolve this issue. I don't know what else to do anymore. I was instructed by National Grid to shut off my system due to them never receiving the proper engineering for it. This is where I'm currently at, a solar system that isn't working, an installation company of said solar that won't assist in anyway, and a leasing company that continues to charge me every month. Thank you

  

  Business Response

  Date: 07/29/2022

  Mr. ***** purchased a home and assumed responsibility for the ************* Purchase Agreement that has been providing the home with solar electricity without issue for 5+ years.  Trinity was contracted by the system owner, Sunnova, to install the system in 2016 and with Sunnova's approval, Mr. ***** contracted Trinity to temporarily remove and then reinstall the solar system in order to perform work on his home. Trinity's scope of work did not include any changes to the electrical service or existing Utility approvals. Mr. ***** stated he tore down the home and rebuilt it. Mr. *****'s contractors filed applications and communicated with the Utility during all phases of construction. During this time, the original net meter that we applied for, were granted permission for, and National Grid installed, was removed, and oddly not re-installed after the home was rebuilt. Trinity was not made aware of the Utility removing the net meter or that any changes to the existing Utility relationship would occur and therefore could not have provided assistance or expectations for the customer. 
  
  While we understand Mr. *****'s frustration, this situation is very unusual, and his *************** (National Grid) is responsible for re-installing the proper net meter to account for his solar credits and legacy solar interconnection approval.
  
  A Senior Director called Mr. ***** on 7/28/22 to discuss his concerns and provide guidance on how to resolve them. Trinity Solar provided copies of our original paperwork and as a courtesy to Mr. *****, we are in contact with National Grid to assist in any way we can. But National Grid will need to correct his meter, and his billing. Trinity Solar will remain available for anything else this process requires. 

• Initial Complaint

  Date:07/19/2022

  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.

  I have no trespassing signs on my property. I told the sales agent to get off my property since he was trespassing and he told me he didn't have to since he had a solicitors permit. I do not want any of their salespeople on my property ever again.

  

  Business Response

  Date: 07/28/2022

  Trinity Solar apologizes for this experience. As requested, we placed Mr. Will's address on our Do Not Knock list so he will not be inconvenienced again. We also provided additional training to our field team reinforcing respectful and professional behavior at all times. We remain available for any questions Mr. Will has. 
  
  
  

  Customer Answer

  Date: 07/28/2022

  [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,
  
  **** Will