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

  7 Mckee Pl Cheshire, CT 06410

  
• 

  Trinity Solar

  7455 New Ridge Rd STE E Hanover, MD 21076

  
• 

  Trinity Solar

  2180 5th Avenue, Unit 1 Ronkonkoma, NY 11779

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/25/2024

  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.

  Had Trinity put solar panels on our home in 2014. Sales person stated that if for any reason we needed to remove panels (new roof) the cost would be $500. We hired our own roofer Dec 2023.Trinity informed us they don't remove the panels any longer. Wanted us to use them for the new roofing at a higher cost. We had already contracted the roofer. Trinity in turn gave us Solar X as their installer in our area. Solar X charged us $6495.00 to remove and reinstall.Despite repeated calls to Trinity we have gotten repeatedly stonewalled. The cost from Solar X was approximately the same as the new roof. We were told by one Trinity Solar representative that the original salesperson did not follow through on the paperwork completely for the $500 removal and storage and reinstallation of panels. We are looking for some type of restitution.

  

  Business Response

  Date: 02/02/2024

  *********************** signed an agreement with ************** on 8/22/15, which outlines her responsibility for the removal and replacement cost over the lease term.
  
  Trinity Solar will honor an agreement that we signed with our customer at the sale of a ********************** system. However, in this case, ********************** does not have anything in writing and our prices and policies have changed since 2015. We will remove and reinstall her system, but, for liability reasons, we also need to perform the roof installation.  With respect to the Solar X installer reference, we would never recommend another supplier to perform the work.  To our knowledge, a company called Solar X does not exist.  If a customer does not wish us to perform the work, our standard protocol is we recommend they contact Sunnova, who holds the system lease, for recommendations on who to use for the systems removal and replacement. 
  
  Lastly, *********************** is under no obligation to use us.  Her Sunnova agreement gives her the flexibility to use any Sunnova approved contractor to complete the work.  We hope this additional information provides *********************** the information she needs to move forward with her roof project. We are available if shed like to use Trinity for installing her new roof.
  

  Customer Answer

  Date: 02/04/2024

  
  Complaint: 21199077
  
  I am rejecting this response because:

  in response to the email from Trinity.

  We were never notified of any changes made to our agreement for the replacement of the roofing from Trinity. No where does it state we needed to use Trinity for our new roof. When we spoke to the representative from Trinity the whole conversation changed when they were told we had our own contractor.  Trinity was not in the roofing business when we signed our contract.

  Trinity (*************************)  told us to contact Sunnova. We did so. We were then put in contact with Solar X. 
  Solar X stated that Trinity sent them the schematics for our panels.  
  A present Trinity sales person  visited our home on 1/6 /24 and we explained the situation. The present rep stated that the first sales rep did not follow through on the proper paperwork for the $500 cost for removal and reinstalling of the panels.  He took pictures of all our paperwork and said he would get back to us.  As usual no response from anyone until I filed this complaint. 
  We are asking for some type of restitution.  Trinity Solar has ignored us on many calls , emails etc. this situation has been going on since October of 2023.

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

  

  Business Response

  Date: 02/15/2024

  ********************** states she received a verbal quote from Trinity for the temporary removal and reinstallation of her system at the time of agreement, dated August 22, 2015.  There was no written agreement for the replacement of the roof or for Trinity to perform work discussed near 10 years ago; thus, no changes were made to the agreement because there was not one.  As stated previously, the customer does not need to use ********************** for any of the work.  She does have an agreement with *******, who owns the solar system on her home, and she should seek assistance from them to perform any work associated with her system. 
  
  We will remain available to discuss ************************** concerns and help her the best we can.

   

  Customer Answer

  Date: 02/23/2024

  
  Complaint: 21199077
  
  I am rejecting this response because:

  No written agreement was made because the original sales representative did not follow through on his paperwork. We were told originally that we were to contact Trinity the the removal and replacement if ever needed. We feel as though because we did not use Trinity for the roof we are being punished.  We can see the handwriting on the wall that Trinity is NOT a customer friendly organization. They feel that they can bully people.  Due to this situation we will not recommend this company to anyone.  We will be putting a review on the Better Business Site. 
  
  
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:01/25/2024

  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 Trinity solar since May 2017, when ****** Trinity salesman came to my house, to tell us a lot of things, all lies. First of all the system is undersized because I started paying Trinity and PSEG the local electrical company. ***** assured us that we pay nothing to PSEG and if we buy a storage battery we could even get rid of PSEG. Also he said our roof is ok and if we need to replace it would be a small fee $500 for removing and reinstall the panels. Another lie. The cost was $3000. ***** said if we ever have a bill from PSEG, he and Trinity would take care. In the meanwhile I contacted him about the bill and he laughed in my face. When I called Trinity, someone told me ***** is not longer with them and they will look into my case and let me know.I called many times but no answer.I would like to know if I can go on court and *** them. And make them pay for my PSEG bills and install the right size system on my roof.

  

  Business Response

  Date: 02/02/2024

  A Trinity Solar Senior Director spoke to ******************** on 2/1/24 to discuss his concerns and his increased energy usage since his solar system was installed in 2017. 

  
  We believe he has a better understanding of his *********** and will remain available to discuss them with him.

  Customer Answer

  Date: 02/02/2024

  
  Complaint: 21197172
  
  I am rejecting this response because:
  The director I spoke to is a very good talker, but he didn't want to recognize that the salesman was wrong from the beginning when I sign the contract with them. Trinity made the mistake from the beginning and they want me to pay for it. Will not gone happen. When ************* promised me that I will never pay a dime to the electrical company and if something like that will happen, Trinity will reimburse me the money.  So I will not accept my conversation with the director being successful.

   

   

  
  
  
  Regards,

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

  

  Business Response

  Date: 02/15/2024

  Trinity Solar made several attempts to help ******************** understand his billing. 
  
  When our representative met with ******************** 7 years ago, he was using significantly less energy, and the system was designed for his energy needs at that time. Our recent bill review presented to ******************** on 1/26/24 shows that he increased his energy usage by approximately 33% which is why he is seeing additional costs from the utility, PSE&G, above we had 7 years ago.  PSE&Gs rates have also increased approximately 50% in the last 7 years. 
  
  Our analysis shows ******************** is saving money on his electric bills because of his solar electric system and it is generating the amount of electricity it was designed for.  This is the first time weve received any concerns about his system since it was first turned on 7 years ago.
  
  We will remain available should he need any further clarification or assistance on this matter.

   

  Customer Answer

  Date: 02/15/2024

  
  Complaint: 21197172
  
  I am rejecting this response because:
  I understood Trinity's explanation, but this is not the first time I contacted them. I did it few times before about the **** bills and their answer was that I didn't store enough electrical energy. And that time I wasn't using extra electricity like they are saying now.  The salesman who sold me the solar system lied to me  about extra bills from **** to be paid by Trinity, the cost of removal and reinstalling the panels when I redone *******, how the warranty works. Nothing he told me was true, but I didn't know that time, and the guys is not with Trinity anymore. So who should be responsible for a ***************** like him? 

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

  

  Business Response

  Date: 02/23/2024

  Trinity Solar does not have a policy, nor have we ever, to pay a customer's electric bills after they install solar panels. ************************ electric company bills him for the energy he pulls from the utility grid after he's exhausted his solar production. We have no way of knowing what someone's future consumption habits will be and a customer's electric bills are their responsibility.
  
  The Utility company's rates have increased, the costs of materials have increased, and the costs of our services have increased in the last 7 years. 
  
  Trinity Solar has tried to resolve ************************ concerns the best *************** remain available to discuss as needed.

  Customer Answer

  Date: 06/04/2024

  
  Complaint: 21197172
  
  I am rejecting this response because:
  
  I may use more electricity from the grid, but my solar system doesn't produce anything for days after a heavy rain. You could ask Solar Edge who monitors my system how many faults I have on my solar panel system. So I have good months when is no rain and no faults on my system and I pay about $15 -$20, and I have bad months when I paid more than $150 because the rain making the system faulty. I keep calling Trinity but they don't answer. Solar Edge advised me to contact Trinity and request a visit right after the rain so they could find and fix the system and we don't have to go back and for with this situation. But they don't do that, so I have to do something to protect my investition. If nothing is fixed from their side, I have go to a higher authority.

   

   

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

  

  Business Response

  Date: 06/13/2024

  A Trinity Solar Manager reached out to ******************** on 6/12/24 to discuss his solar production concerns.  
  
  Our last service visit in March 2024 addressed his previous concerns, and we have identified no issues since then. We have also offered to be readily available should he notice any changes during a storm and will address any faults that *** arise.  He can contact us at ************ to schedule another site visit if he continues to see production problems after it rains. 

  Customer Answer

  Date: 06/14/2024

  [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, if they would really do what they promised. 
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:12/26/2023

  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.

  Well here goes I went through this company to get solar. I was promised $139 a month and I was also promised that for a lifetime with that being said I was approved twice by the company two different contracts. Then they denied me after hearing my situation with my house but as the approved me, they told me to cut down three trees which I did and it cost me $6000 And I was also told that they were trying to refund me by a guy named **** that worked at the business and they never got back with me. He never got back with me and now Im out $6000 after cutting down three trees, that I was promised the money back for

  

  Business Response

  Date: 01/04/2024

  A Trinity Solar manager contacted **************** on 1/3/24 to discuss her concerns and assure her we are working on a path to resolution.
  
  There are delays with ****************** solar agreement due to unmet title requirements of her home but we're doing all that we can to assist. We will continue to update ************** as we have more information.

• Initial Complaint

  Date:12/21/2023

  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.

  Purchased solar panels and a battery backup from Trinity Solar, during the process of going through paperwork and signing the contract with the salesman I was told that the panels qualify for a rebate from the federal government and I would receive a physical check of 26%, through a rebate program, (now that number has changed since the government has approved a new amount of 29%) of the purchase price to 1. Do what I wish to with it 2. Give it all toward the loan as I financed the purchase of it 3. Give partial to the loan and keep the remaining. I received letters from the loan company that I need to submit prepayment to avoid my monthly payment increasing. I reached out to Trinity and Sunnova (loan company) to request how I go about getting said check to submit it and I received no answer just that I need to do it on my own through my taxes. I sat down with an accountant who explained that there is no such program that exists and it is only a tax credit. I entered this contract with the understanding and the word from the Trinity representative that I would receive this physical check to pay toward the loan. I am now facing an increase in my payment because there is no such program that I had every intention of paying the prepayment lump sum.

  

  Business Response

  Date: 12/30/2023

  ******************** entered a loan agreement with ************** on 2/10/22.  
  
  Because he purchased the system, he may qualify for a Federal Tax Credit. Information about the tax credit can be found here - ********************************************************************;
  
  While we are solar professionals, we are not tax experts and never give tax advice. We encourage ******************** to speak with a tax professional about his potential to utilize the tax credit. Regardless, on 12/28/2023, a Corporate Vice President reached out to him and left a message to discuss his concerns and learn more about how we can assist ********************. We look forward to hearing soon from him.

  Customer Answer

  Date: 12/30/2023

  
  Complaint: 21043666
  
  I am rejecting this response because:
  No one ever reached out. I understand the holidays are here but I did not receive a phone call or an email. I do understand I entered into an agreement with Sunnova but the Trinity Solar representative said to me that I would receive a solar rebate check from the federal government as an incentive to get solar. This was a main reason why I went the purchase/finance route rather than lease. I did consult a tax professional, as I mentioned in my original complaint, and this tax professional informed me there is no such tax rebate incentive for solar only a tax credit on my income taxes when filing. As I stated before, the Trinity Solar representative said I would receive a check for 26% of my total purchase price for the panels and battery. This is extremely misleading and very unethical way to sell.
  
  
  Regards,
  
  *****************************

  

  Business Response

  Date: 01/11/2024

  A Trinity representative connected with ******************** on 1/8/24 to discuss his concerns and assure him they've been escalated to a Corporate Vice President. A mutually agreed upon day and time were set for a call. We're confident that call will address his concerns and we will remain available to answer any questions he may have.
  
  
  

• Initial Complaint

  Date:12/21/2023

  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.

  I had Trinity solar install solar panels on my roof in June of 2023. During the first large rainstorm we received a month later my roof started leaking. It turns out that Trinity was supposed to do a roof inspection to make sure my roof was in adequate condition before the panels were installed, which they did not do. While the tech were on the roof they must have damaged the shingles on the roof and caused the leak. I have asked Trinity to come and remove the panels so I can replace my roof and they wanted to charge me $7200 dollars for the removal and replace. They should never have installed the panels in the first place if they had come out and inspected the roof like they were supposed to. They offered to do it for no cost if I used them for the roof replacement, otherwise they would have to charge me for something that was their fault. One the last call with ***** at Trinity Solar on 12/21/23 they called me to "Respectfully Decline the removal of the panels" They were the ones who installed the panels but said I need to deal with ******* from here on out to have them removed. They are holding me hostage. I either pay them to remove the panels that they should not have installed in the first place or wait to see what ******* has to offer. It makes no sense. In the meantime I have a roof leak with traps on my roof.

  

  Business Response

  Date: 12/30/2023

  A Trinity Solar Corporate Vice President connected with ************** on 12/28 to address his concerns. Based on our initial inspection of the roof leak on 9/15/2023, the leaks are not solar-related, but are coming from an improperly flashed drip edge. Regardless, we have offered to dispatch another technician to evaluate the leaks further. Trinity Solar also provided the customer with various roofing replacement options.  It is our current understanding that ************** is pursuing his options with his finance company, Sunnova. We will remain available to assist ************** should his current chosen path not resolve his concerns.

  Customer Answer

  Date: 01/10/2024

  
  Complaint: 21040661
  
  I am rejecting this response because:This case has not been resolved. They did not do an inspection of the roof that showed flashing was the issue. The leak is 3 feet up from the flashing, defies the law of gravity. They are responsible for the leak and refuse to take responsibility. 
  
  
  
  Regards,
  
  *******************

  

  Business Response

  Date: 01/19/2024

  Trinity diagnosed issues on ****************** roof that were not related to the solar installation, however, we offered to revisit his home and further investigate in response to his claims.
  
  ************** declined that option and opted to pursue potential remedies with Sunnova, his finance company who owns the system. 
  
  Trinity Solar will remain available to assist **************, however, we cannot offer any additional solutions without revisiting the home to evaluate the source of the issue. Should he want further assistance from Trinity, **************** next steps would simply be to call to schedule a service visit.

• Initial Complaint

  Date:12/20/2023

  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.

  I attempted to contact Trinity Solar 4 times and they finally and confusingly got back to me, not knowing how to address my simple request. They set up an appointment but never came then I had to call again and they said it was supposed to be a virtual appointment and proceeded to schedule that for me, but NEVER called at the time they gave me. They have disturbing and poor customer service and they do not care about property servicing a system THEY PUT IN at a cost of over ****** dollars. They are refusing to service it and to communicate with me. Extremely mismanaged, and downright unacceptable performance with growth too big for them to handle efficiently. If I finally do not hear from them within 3 days, I am going to file a complaint with the ***** of ****** Utilities, ** because they refuse to service their customers.

  

  Business Response

  Date: 12/28/2023

  A Trinity Solar Manager spoke to **************** on 12/21 and again on 12/26 to address his concerns. We apologize for his experience and we've presented him with a few options we believe will be satisfactory to ****************.

  Customer Answer

  Date: 12/29/2023

  [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:12/19/2023

  Type:Delivery 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 salespeople came out in the beginning of June 2023 and signed us up for service. At that time we gave neighbor's name and address as having referred us and we were told they would receive the $1000 referral. It's now December and they still haven't received anything. My wife and I have called the company and the salesman (who had promised he would always be available and call right back if he didn't answer the call) multiple times and left messages. No response from company or salesman.

  

  Business Response

  Date: 12/21/2023

  A Trinity Solar manager spoke to ****************** on 12/21/23 and cleared up the situation. We apologized for his experience and explained that Trinity did not have the required documentation from the customer who referred him. ********************** also spoke to that customer to resolve the issue. 
  
  We look forward to many more customer referrals from both customers and appreciate their environmental partnership.

   

• Initial Complaint

  Date:11/30/2023

  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 had made my GF, **************, a point of contact for Claim # ********; therefore, We and Our consists of ************** and me, ***********************. My roof started leaking on 7/1/23. On 8/23/23, the Trinity crew found the 1st leak caused by shingles broken at installation. On 8/28/23, the Trinity crew found the 2nd leak caused by the installer failing to seal the footing properly. Since 9/7/23, Trinity Solar has denied my claim with unsubstantiated evidence, causing unnecessary delays with missed deadlines and stonewalling tactics. Despite the incredibly concerning seriousness of a Regional VP's unethical misconduct, his statements that their legal team is aware of My claim, and their (Trinity Solar) unhappiness about receiving our insurance company's request for damages, Trinity sent a corporate VP instead of a C-Suite executive to address our concerns. My concern has been from day 1 that Our living room is missing a large part of the ceiling (exposed decking: our home has no crawl space or attic) and wall due to water damage from leaks caused by a Trinity Solar employee(s), and our heat will literally go through the roof. We have been working with Trinity Solar to address our issues and concerns, but unfortunately, they have consistently demonstrated reckless indifference toward My claim. As a result, the restoration of my living room has been significantly delayed, and with winter now upon us and temperatures dropping to 20 degrees overnight, my heating bill has skyrocketed. This is causing extreme financial hardship and discomfort for my family. **************, my Son, and I wake up to a ***** F home because our oil furnace and pellet stove can not keep up.I had expected Trinity Solar to provide a prompt and fair resolution to my warranty claim, which I am legally *********** under my Sunnova Contract, and to uphold their mission statement, "Energy with Integrity, since ****." However, it is unfortunate that I have lost all hope in Trinity Solar.

  

  Business Response

  Date: 12/11/2023

  Trinity Solar's insurance company conducted an investigation into ******************** claim and we are waiting on the results. Once received, Trinity's management will review the results and discuss a potential resolution with **************** and his attorney.
  
  

• Initial Complaint

  Date:11/21/2023

  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.

  June of 2022 we were contacted by a rep from trinity solar who walked us through all of the benefits of moving to solar. The process and discussions were chaotic and rushed. We were given choices of loan or PPA lease. My decision was guided by the state of our roof. It is an older roof. I informed sales person that if their "EXPERT" inspection stated that the roof was old or end of life, that we would not move forward with putting on solar and we would discuss installing a new roof. The roof was inspected and we were told that it was in fantastic shape and the structural portion was great. There was no need to replace the roof AS PER TRINITY's word. We were informed the benefits of the lease, even with losing tax credit, would be better than a loan since we did not need a roof and did not know how long we would be staying in this home. April 2023 we had a roof leak... trinity and sunnova inspected it Case-******** and determined was not due to the solar panels but stated that the roof was old and needed replacement. I have since spoken to two roofing companies who have told me the same and that it was extremely unethical for Trinity to install the panels knowing the state and age they were in and this was confirmed by trinity/sunnova inspection in April. All of my decisions to move forward with trinity and the type of loan I did was based on the "expert" inspection and Trinity informing me of my options around that. It was all based on Trinity's unethical choice to install over a roof they told me 10 months later was too old and needed to be replaced.Now I'm in a situation where I did not want to be and specifically expressed on day one with trinity. I did not want to install solar if roof was bad and too old.I did not want lease if i needed to replace roof.I did not want to have to pay to remove them to get a new roof. This was unethical and has put my family in a financial position that i verbally instructed trinity I did not want to be in.

  

  Business Response

  Date: 11/30/2023

  A Trinity Solar manager spoke with ******************** on 11/28/23 to discuss his concerns. 

  
  His case details were then escalated to a Corporate Vice President to review, and a call is scheduled for 12/1/23 based on ************************ availability. 
  
  We will remain available for any solar needs ******************** has and we look forward to resolving his concerns. 

   

  Customer Answer

  Date: 12/11/2023

  
  Complaint: 20902590
  
  I am rejecting this response because:
  
  I received a call to let me know Trinity saw my complaint and they would schedule a time to talk with a ** who would call me on the 1st. 
  I got a call from same customer service woman and was told "something came up and ** couldn't call, but that is ok because we didn't have our site information yet" and then we rescheduled for Dec 6th and I was told the ** would call then.
  I did not receive a call back. 
  So far I have not had a discussion with trinity over the concerns or potential resolution. I have no contact information and I have only been given calls scheduling a meeting and then one cancelation and one no call.  
  
  Regards,
  
  *************************

  

  Business Response

  Date: 12/19/2023

  A Trinity Solar Senior Director spoke to ******************** on 12/18/23 to discuss his concerns and provide roofing solutions. We apologize for the delay in reaching out, as we were waiting on pertinent information and calendar availability.
  
  We will remain available to discuss his roofing project and any other solar concerns he might have. 

• Initial Complaint

  Date:11/14/2023

  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.

  Around April 2023, we had a sales rep from Trinity come and explain about their solar products. From the time of installation to completion and running would be approximately four months. That would include all inspections and final inspection. After calling many, many times to find out what the hold up has been, we get the same answer every time, WE ARE WORKING ON IT. it is now NOV 2023 , 8 months later and still not running as of today. We are getting a lot of WHO SHOT **** as ******************* puts it. The final inspection was done many weeks ago, better late than never and was told when all green light are showing, the system is ready and on. As of today, we have called the sales rep., no call back, NO GREEN LIGHTS ARE SHOWING, our solar system is still not active. 11-14-23

  

  Business Response

  Date: 11/22/2023

  Trinity Solar installed a solar system on **************' roof on 5/25/23. After all utility, township and state inspections passed, Trinity was given permission to operate (PTO) the solar system from JCP&L on Friday 10/13/23. The system has been producing without issue since. 

  A Manager from Trinity Solar called ************** on 11/21/23 to reiterate the system details and reassure him everything is working as expected.
  
  As standard protocol, Trinity called ************** to alert him that we received PTO from his *************** and can turn on the system. ************ call on Monday 10/16/23 and left a voicemail at 12:49pm. We then followed up with an email on 10/24/23 at 8:01am detailing that his system had been energized, which our records indicate he opened at 8:57am. We followed that communication up with another email on 10/26/23 at 1:16pm with a link to a customer survey, asking for feedback on his experience to date now that his system was energized. Our records indicate that ************** opened that email, immediately clicked on the link to the survey, completed it, and submitted it.
  
  The light on ****************** inverter is currently blue, indicating that it's communicating data.  The green lights referenced by the sales representative are no longer present on the new SolarEdge inverters.  We apologize for any confusion the sales representative may have caused.
  
  We will remain available for anything ************** needs.