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:09/09/2024

  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 purchased solar panels through Trinity solar in 2022. The system was to be financed through *******, it was installed and went live at the end of 2022. When the system was sold to us, we were told there were credits available through the state and federal government. It was explained that we would fill out a specific form on our following year taxes and would receive a check for 26% of the cost of the system. At that point, we could either keep the money and do whatever we want with it or turn the check over to solar company which would reduce our monthly payment and also the length of the term. The system would cost us $300/month for 12 1/2 years if credit check was turned over to them or $418/month for 25 years if not turned in. When we did our taxes, we found that this information was wrong. You file the form along with your taxes and if you don't have enough of a tax burden, you can't get the money back that was promised as the basis for us being able to pay down the loan. If we weren't given misleading information up front, we would have known that we wouldn't be able to pay for it. I've talked to customer service and tried to get help from management, but was unsuccessful. They keep telling me to consult a tax professional, which I've already done. I've even corresponded with the federal government to see if there's another way to receive the tax credit, but they're isn't. I'm looking for Trinity Solar to put my loan back to what they quoted me and let them figure out how to get the credit from the federal government as I've done everything they asked and am only in this situation because they did not explain critical information when selling their product

  

  Business Response

  Date: 09/19/2024

  As a company policy, and as reflected in all our cash or loan product documentation, Trinity Solar clearly indicates that we do not offer tax advice to our customers.
  
  On January 27, 2022, Mr. ****** signed a contract with Trinity that states on page 3, section 6 the following:
  
  "Neither the Contractor nor any of its employees, agents or affiliates provide or have provided the Homeowner, any tax, legal, or accounting advice. IRS Circular 230 Disclaimer: To ensure compliance with the *** Circular 230, any U.S. federal tax advice provided in this communication is not intended or written to be used by the recipient or any other taxpayer (i) for the purpose of avoiding tax penalties that may be imposed upon the recipient or any other taxpayer, or (ii) in promoting, marketing or recommending to another party any transaction or matter addressed herein. Furthermore, qualification for solar-related incentives, including as applicable at the federal, state, local, utility or other level, depends on many circumstances particular to the Homeowner, most, if not all, of which the Contractor does not know and has no responsibility for knowing, and which are subject to change and are outside of the Contractor's control. As such, any information provided or referenced by the Contractor is for generalized illustrative and instructional purposes, and the Contractor does not provide any advice, representation or guarantee with respect to the qualification of the Homeowner, site or System for any incentive, credit or benefit, and the Homeowner has not relied upon any information provided by the Contractor about any type of incentive. The Homeowner is encouraged to obtain the Homeowner's own professional tax, legal and financial advice and assistance and acknowledges that the Homeowner has been afforded ample time and opportunity to do so. The Homeowner's payment and other obligations are not contingent upon qualification for any program, incentive or financial benefit or the amount of any thereof."
  
  In addition, on January 24, 2022, Mr. ****** also signed a ******* loan document that states on page 1, "You may be eligible for a federal Investment Tax Credit (ITC) with the purchase of a solar system. To receive the full federal tax credit, you must have federal income tax liability at least equal to the value of the tax credit. Additional tax credits may also be available for homeowners in certain states."
  
  Nonetheless, while it is well documented in what he signed, we'll try to help and support any way we can.  Trinity Solar has made attempts to reach Mr. ****** to address and resolve his concerns via email on September 16, 2024 and phone calls. A Corporate Vice President reached out to Mr. ****** on September 18, 2024 to answer his questions and left a voicemail.  We remain ready and available to assist Mr. ****** when it is convenient for him.

  Customer Answer

  Date: 09/30/2024

  
  Complaint: 22261206
  
  I am rejecting this response because:I have received and read the response from Trinity. My issue is that they have their sales people use the federal rebate as a tool to help sell their product. The information given to us from the salesman was misleading and would like to pursue the matter further. I did receive an email from Trinity saying that someone from management would contact me, but that never happened. I have seen other complaints similar to mine online from Trinity and would like to have this mediated.
  
  
  
  Regards,
  
  **** ******

• Initial Complaint

  Date:09/04/2024

  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.

  Where to start. First the installation was riddled with so many issues it took nearly 6 months to do. A failed inspection and more adjustments. Fast **** to today my electric bill os $300 and has not changed at all but now I am paying 196 for the panels. I am so disgusted paying for solar then your electric should be cheaper but its not. I tried calling nut i cant get anyone on the line my calls go directly to vm. Clearly I have been scammed.. the entire start to know was one huge disaster and now I am paying more out of pocket. I really hot screwed.

  

  Business Response

  Date: 09/13/2024

  A Trinity Solar manager reached out to Ms. ******** on 9/11/24 to address her concerns regarding her solar experience and her electric bills. In addition, her solar consultant followed up on 9/12/24 and again on 9/13/24 to provide further clarification and answer any questions she may have. 
  
  We can confidently confirm that Ms. ********** solar system is performing as expected and was installed within industry standard timelines. 
  
  Trinity Solar remains committed to resolving her concerns, and we look forward to assisting her whenever she is ready.

• Initial Complaint

  Date:09/04/2024

  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 employee soliciting door to door without a permit. Would not leave when asked, took my request as a joke. Male employee had to be escorted off property on 9/4/24 @ 645 pm. Police called.

  

  Business Response

  Date: 09/11/2024

  A Trinity Solar manager contacted **************** on 9/9/24 to discuss his concerns and confirm that we added his address to our "Do Not Knock" list. 
  Trinity's field leadership team also reviewed the matter and verified with Mr. Mackeys township that a solicitation permit is not required in his area. Trinity will always take the necessary steps to ensure our field agents meet all township requirements. 
  
  We're confident this satisfied ******************** concerns.

  Customer Answer

  Date: 09/12/2024

  
  Complaint: 22241274
  
  I am rejecting this response because: Although my small town does not now require an official permit for solicitation, It is my understanding that Trinity Solar has been told not to solicit in the town of ***************
  
  
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:09/03/2024

  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 have solar panels through Trinity and have had no issues until now...we need a new roof and we were told by *****, the Salesperson, that this would be NO PROBLEM...they'd remove and reinstall the panels since it is maintenance and they own them. We called and they said they used to charge $500 but due to inflation, it would cost us $8,000 to remove and put them back up. What a scam...we want out of the contract and do not want to work with this company if this is how they operate.

  

  Business Response

  Date: 09/12/2024

  A Trinity Solar Senior Director contacted Mr. ***** on 9/10/24 to address his concerns and work towards a resolution. A voicemail was left, and we look forward to hearing back from Mr. ***** at his earliest convenience.
  
  
  

• Initial Complaint

  Date:08/29/2024

  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 up for solar which was installed in February/March 2023. The system has underproduced below what the bottom range of expected production was by 10-15%. I have tried reaching out multiple times and no one has tried to resolve. The contract I signed also comes with a guaranty for payment anything less than 80% of what was promised but I have not received that payment. I am also entitled to a a credit from the state and no one has contacted me on how to obtain that credit. Additionally, the agent was supposed to send me a $1,000 referral bonus which I have documented text messages from him indicating such but he is no longer with the company. I have repeatedly noted this low production issue and it has never been resolved. I was sold a system under the understanding that they were building it to 105% of my energy needs but I have had energy bills every single month except one.

  

  Business Response

  Date: 09/10/2024

  A Trinity Solar manager has been in direct communication with **************** to address his concerns regarding his system production and incentives. We recognize the seasonal fluctuations that can impact solar production and are working diligently to ensure a resolution that meets Mr. ******* expectations. As per his agreement with *************** the system's performance is covered by a production guarantee, and we have facilitated communication between **************** and his finance partner to further discuss these matters.

  Additionally, we are arranging for **************** to speak with a corporate Vice President to continue the conversation regarding his systems performance and answer any other questions he has regarding the details of his sale. We are confident that through our ongoing efforts, **************** will be fully satisfied with the outcome.

• Initial Complaint

  Date:08/24/2024

  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 own a home with a large solar panel system; Trinity installed the system for us in July 2021. Our solar system has been malfunctioning (vastly underproducing power) since approximately July 2023. I did not discover this lack of production until July 2024 though, and when I did, I immediately contacted Trinity to ask for a resolution to the problem. Trinity has since been to our home on THREE separate occasions to "fix" the problem but has yet to provide a permanent correction to the issue. Today (8/24/24) I discovered yet AGAIN that our system is not functioning properly and was forced to once more call their customer service to request assistance.My wife and I are VERY dissatisfied with Trinity's repair work on this problem. In just over one month's time we have now experienced FOUR individual problems with this system and we've lost huge amounts of electric generation due to the malfunctions. We pay a large monthly sum for this solar system and to have it continuously performing well below capacity is HIGHLY FRUSTRATING. We just want Trinity to get the problem resolved once and for all -- WHATEVER that may require of them. To date I am not at all impressed with Trinity's ability to accurately diagnose and repair problems like ours. At this point in time I would NOT recommend Trinity Solar to ANY of my friends or family.

  

  Business Response

  Date: 08/30/2024

  A Trinity Solar service technician visited ********************** home on 8/29/24 to address and resolve the issues affecting his solar production. Our technician successfully restored the system's full functionality and reconnected the monitoring system to cellular service to ensure reliable communication. 
  
  Additionally, we identified that the system's firmware had become outdated due to intermittent cellular connectivity, which impeded automatic updates.  
  
  As a courtesy we also contacted ********************** finance company, and solar system owner, Sunnova, to review his annual solar production. We remain dedicated to providing continued support for ********************** future solar needs.

• Initial Complaint

  Date:08/16/2024

  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 has hooked up solar panels on my home in early July. They told me it would be 3 weeks until the final inspection and hook-up. It is now August 16th and I am still waiting to get the final inspection. Trinity Solar keeps telling me that it is my township that is holding up the inspection but the township has assured me it is Trinity. I have been trying to call for several days and now I cannot get in touch with anyone, you can only leave a message and no one calls back. I simply want the solar panels hooked up so they are working.

  

  Business Response

  Date: 08/23/2024

  Trinity Solar has been in regular communication with ************** and has provided clear explanations regarding the timeline and the reasons for any delays. 
  
  Approvals for permits and interconnections are outside of the control of Trinity and reliant on the *** and/or Utility. These approvals can vary widely (anywhere from one week to as long as 6 months) depending on the jurisdiction we're operating in. Although ****************** solar system has yet to be energized, her solar project is within expected timelines for energization. 
  
  We are doing our best to get her system operational as quickly as possible and will continue to support her throughout her solar journey.  Based on our experience, we do not expect the project to take too much longer.

• Initial Complaint

  Date:08/13/2024

  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 had issues with Trinity Solar from the beginning. First, it took them 10 months to install my solar array. It was finally connected on March 5th. Everything was fine until July 10th. On that day the 90 KW from the usual 140 to 150. I thought maybe it was cloud cover because it did go back up to 130 kw on July 13th. However after that day the power nose-dived. I don't know why the sensors at Trinity did not see this, but I called them in mid-July and they checked on it and stated yes only 12 of the 60 panels were producing. I asked why they didn't notice it, but customer service **** could not give me a proper answer. It took a few days for a service team to look at it, but they determined that one of the inverters failed. So they told me they had to order one. I don't know why they need to order any since they should have ample inverters since they are installing solar panels all the time. So about the 25th of July they said they had one in stock and contacted PPL to do a temporary turn off of solar panel so they could install the inverter. For the last three weeks i have been calling both companies. Trinity has told me they have submitted many work orders but PPL has not responded. I have called PPL several times and they have told me they have not received a work order. The phone number for my contact with Trinity is ***** at ************. The contact of PPL is ************. I don't know why they can not call each other to have this resolved. Meanwhile, I have not been generating the proper solar power for over a month and this is the best time of the year to create solar energy. I have probably lost over $1000 in revenue, while the array costs over $500 per month. Both Trinity and PPL have poor customer service. It takes almost an hour to get to chat with a live person on PPL and I have done that several times. Please contact Trinity and have them resolve this problem. It is a family owned business. Thank you.

  

  Business Response

  Date: 08/23/2024

  A Trinity Solar Manager has been in regular communication with ********************** to address and resolve his concerns.  Per state utility rules, Trinity is required to work with PPL to perform most electrical work on someones home.  We, too, find it challenging to work with PPL as we are subjected to their timelines and responsiveness, or lack thereof.  Nonetheless, we finally got PPL to perform the work needed so we could replace the inverter on Mr. ********** home. 
  
  As of 8/13/24, the system has been restored to optimal solar production and is functioning without any issues. We believe ********************** is satisfied with our efforts, and we remain committed to providing ongoing support for his solar needs.

• Initial Complaint

  Date:08/04/2024

  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.

  Trinity Solar visited my home and provided a significantly underestimated quote for a Solar Panel Installation. I was originally quoted $86.00 a month while currently paying National Grid only $6 a month to stay on the grid. This seemed too good to be true, and unfortunately, it was. My electric bills have not decreased; in fact, they have gone up since the solar panels were installed. The salesman even mentioned that the 13 panels he sold me would cover all my electric needs, but later pointed out that my neighbors have 30 panels, which made me feel misled.This company's deceptive tactics and lack of communication are unacceptable. My resolution is for them to install the correct number of solar panels on my home at no additional cost. I have tried reaching out via email and phone calls, but my attempts have gone unanswered for over a year.

  

  Business Response

  Date: 08/12/2024

  A Trinity Solar manager spoke to ****************** on 8/6/24 to discuss his concerns and work to resolve them. 
  
  We're confident that the plan presented will satisfy ****************** and we are committed to supporting him throughout his solar journey. 

  Customer Answer

  Date: 08/14/2024

  
  Complaint: 22089755
  
  I am rejecting this response because:I received a phone call from a door-to-door salesman and never spoke to a manager. I was again made lots of promises that included daily updates until this system design was resolved, and every week I would receive a phone call with all the updates. In the first 10 days, I have not received any updates and no phone calls. I therefore reluctantly will keep this case open as I have lost all confidence that Trinity Solar will do the right thing or that they are even addressing my case at all.
  This is the email from the salesman.

  
  Hi ***,
  
  
  Thank you for our conversation yesterday over the phone.  I will have Trinity put together a solar system add on to get you more production to better fit your needs.  I expect to have this completed by today or tomorrow. Once I have this in hand, I will call you to schedule time to stop over to discuss the solar add on design and plan. 
  
  
  I will keep you updated daily until our meeting and going forward you will receive a weekly call to provide updates. 
  
  
  Best,
  
  
  ***********************| Energy Consultant| Trinity Solar | T: **************| E: *****************************************************************************
  Holyoke Location: ************************************************ | MA, *************** Contractor #
  
    Regards,
  
  ***************************

• Initial Complaint

  Date:08/03/2024

  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.

  4 years ago they put solar panels on my roof. Had leaks right after they put the panels on. The leaks in the 4 years since they put them on have only been on the side where they put on the solar panels. Found a bunch of broken shingles in my gutters only on the side the panels were on. There was an inch of shingle powder plus a bunch of broken shingles in there. I first thought maybe that was causing the stains on my ceiling. Finally after 4 years and having them and sunnova come out and do nothing I had to pay $2500 out of my own pocket to have someone else come and fix their mistake. Plus 4 years ago I paid someone $500 to patch my chimney because they at first told me it was the chimney which after the leaks continued I found out it wasn't. Had to pay ****** to get a new roof. I am now out $13,000 out of pocket plus had to patch a bunch of shingles they broke around where the panels were put up. That fixed most of the leaks but I think there was a few more broken under the panels that I couldn't reach. This solar lease even if I live here the 25 years will still be a huge money loss. They also left a lightning post sticking 6 inches out of the ground because someone else had the tool to push it further into the ground. Called them but never showed up I had to cut it myself. They did show up to look at the leaks and I watched the tech bang the ladder into my gutter and cause a dent. It wasn't very big but is noticeable. Another time I could.t be home and they broke a bunch of sheetrock around my attic hatch. They don't seem to care to do a professional job. Finally just had sunnova send their techs instead after their tech after coming out numerous times yelled to me in front of my wife if I am going to fix the roof or what. Thats what I had called them out to do now they get mad at me for calling them too many times. They also apparently have no warrenty on their work so they have no obgligation to fix anything but the panels

  

  Business Response

  Date: 08/15/2024

  A Trinity Solar manager attempted to contact ******************** on 8/7/24 via phone and email, leaving messages. And on 8/13/24 we were able to engage in a constructive conversation with him to discuss his roofing concerns. 
  
  We are actively working towards a resolution and have arranged for ******************** to speak with a Corporate Vice President. We are confident that ******************** will be satisfied with the proposed resolution.

  Customer Answer

  Date: 09/05/2024

  
  Complaint: 22088786
  
  I am rejecting this response because:It was stated on your resolution that the vice president of Trinity Solar was going to call me to discuss my complaint. I talked to their representative and they told me that the vice president was going to call me. I never got a call from anyone from Trinity Solar. I have been picking up from my phone for the past 2 weeks waiting for the call but it never came. No voicemail was left and my phone didn't show any missed calls in that timeframe. Most likely this company has no interest in speaking with me to resolve this issue. Would like to hear from the vice president but not expecting a call.
  
  
  
  Regards,
  
  ***** ********

  

  Business Response

  Date: 09/17/2024

  A Trinity Solar corporate Vice President had a positive conversation with Mr. ******** on 9/16/24. We value his feedback and are committed to staying in close communication with him. 
  
  Our goal is to work together in a thoughtful and collaborative way to resolve his concerns to everyone's satisfaction, and we look forward to continuing this process.