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 Inc.

  3919 Air Park Dr # 4-10 Lakeland, FL 33811

  
• 

  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

  

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:08/25/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I met with ********************* a sales rep for Trinity and he coerced me into going Solar. He seemed invested in his customers savings and had knowledge etc. it took forever to get my panels up then even longer for system to be operational and I kept getting the run around. Started receiving a bill from Sunova and my system hadnt even been activated yet. ***** rep promised to cut down a tree in front yard the said he never promised that but I had a witness and still had to pay for it myself! Said Id never see another electric bill and guess what today I get a $48 bill and we used far less electricity as Ive been using my grill to cook. When I reached out to my rep because he has yet to come show me how the system operates etc he said really its Friday! To me that means dont bother him, he made his commission so he is a ghost now! How do these shady salespeople get away with this is beyond me.

  

  Business Response

  Date: 09/05/2023

  Trinity Solar emailed ******************** on 8/29/23 to connect and discuss her concerns. We emailed again on 9/1/23 with an explanation about her electric bills, an extensive breakdown of her solar production to date, and how the solar savings are realized on an annual basis, not month to month. 
  
  We're confident that her solar system will produce the guaranteed amount of energy within the first 12 months, which will be March ****. We will remain available for any of her solar needs.

• Initial Complaint

  Date:08/21/2023

  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.

  In May of 2022 I contacted Trinity Solar for an appointment to speak with their representative and discuss having solar panels installed. We discussed the installation process and how to best get our money's worth out of having solar panels installed. Their representative suggested we get back-up batteries at an additional cost of over $100.00 a month more. After considering the pros and cons, my wife and I thought it would be a good idea to have the batteries installed. I am retired and living on a fixed income, but even so, my wife and I thought it a good idea to get the batteries. I was told that two batteries give about 48 hrs backup time if you don't use items that take an excessive amount of electricity, such as washer and dryer. We have a gas stove, so cooking is not going to use a lot of electricity. And of course, we would make adjustments in doing laundry and taking baths during an electric outage. We haven't experienced a power outage, but the batteries don't store the power they should. They are set (by us) to use the energy stored in the batteries to conserve, but by morning they are drained to between 30 to 40% (the setting we set) and we are then taking electricity from the grid.Even when the batteries are reading 100% by the end of the day, they are still drained by morning.I would estimate, at that rate, that during an outage, we might get 15 hours to 18 hours tops!I have called several times to have them look into the matter and I am told time and time again that nothing is wrong.

  

  Business Response

  Date: 08/31/2023

  Trinity Solars Director of Electrical Operations spoke to ********************** on 8/28/23 and again on 8/31/2023 to discuss his concerns and recommended modifying his battery settings to improve overall battery output.  The customer is implementing our recommendations.  As such, we will continue to monitor the batteries output and work with the customer to ensure his expectations of performance are met.
  
  

  Customer Answer

  Date: 09/13/2023

  
  Complaint: ********
   ********************************* Complaint #******** Dear ********************: I want to reopen complaint #********. Trinity Solar is no closer to satisfactorily addressing my complaint now than when we started. For one thing, the batteries don't work properly because I don't have enough solar panels. So, I want the batteries removed from my home and the $110.00 a month back that I wasted on them. That comes to roughly $1200 if they come get them this month. Please contact me at your earliest convenience. With regards, *********************************
  I am rejecting this response because:
  
  
  
  Regards,
  
  *********************************

  

  Business Response

  Date: 09/22/2023

  On September 22nd, Trinitys Corporate Vice President, spoke to ********************** about his back-up power concerns. We were able to clarify how his energy needs, solar production, and both length and timing of power outages vary which can lead to varied results. It appears a significant cause of Mr. ********** belief that the backup power would not last was that the battery settings were not set to support maximizing backup capacity during a potential power outage.
  
  Prior to our discussions, the customer was using the batteries each day to supplement their power needs (also known as self-supply) instead of leaving the batteries in back-up mode in the event of when an outage might occur.  This method left his batteries at the start of each day with reduced capacity.  We were able to coach ********************** on how to adjust the battery settings in the battery app to the correct settings and reviewed why it is important to do so in order to achieve his back-up power goals. We expect this change to significantly improve his experience going forward. We also discussed the potential power that the solar storage system can provide during daily cycles and how it can meet the goals he discussed with his salesperson. ********************** was only considering the maximum storage capacity in his calculations of how long it would last and not accounting for the daily additional energy produced by the solar electric system.
  
  The solar system that Trinity Solar installed for ********************** was designed with enough solar panels to meet his current energy demands and is performing as expected. The batteries were installed to provide him with back-up support and are also functioning properly.  Through conversations ********************** had with Trinitys sales representative and most recently with Trinitys Corporate Vice President, he understands in the event of an outage he needs to manage his electricity consumption to ensure his battery capacity is not depleted. 
  
  As he mentions in this complaint, he had a conversation with his sales representative that the batteries could last 48 hours, but we advised this is only if he monitors and adjusts his consumption appropriately. The duration of the batteries will vary depending on his usage in his home.  During an outage, if he reduces the usage in his home, his batteries combined with the solar production could indeed last multiple days.
  
  Based on statements ********************** made during our most recent conversations, we believe his energy needs may have increased and may also be contributing to the concerns about system performance. We requested the customer share with us his last 12 months of electric bills so that we can evaluate any additional energy needs he may have. We also discussed several options for increasing system storage capacity if he finds his needs or goals change in the future.

  We will remain available for anything else ********************** needs.

  Customer Answer

  Date: 09/26/2023

  
  Complaint: 20500765
  
  I am rejecting this response because: Trinity Solar is blowing a lot of smoke to confuse the situation. My problem is that I was told that 2 batteries would provide 48 hours of back-up in the event of an electrical outage. Now, with both batteries fully charged, the best I can get is 23 hours of back-up. This has nothing to do with how many solar panels I have or how much electricity I use. In addition, I feel the vice-president of Trinity Solar was threatening me. He said the following: "You better think over the deal I'm giving you, because if it comes between your word and my saleman's word, you'll get nothing done".
  
  
  
  Regards,
  
  *********************************

  

  Business Response

  Date: 09/29/2023

  ************************** concerns are focused on what may happen in the future under variable and unlikely circumstances. The system is expandable should the customer's needs increase or circumstances change.

  In an effort to improve the customer's outlook on his project, we offered several options which were rejected. ********************** made threats of pursuing legal action if he did not get his desired settlement. We reviewed the terms of his agreement and advised that if he retained counsel our Vice President could no longer work with him directly on the options offered. There were no threats made. 

  We believe that the product provided to the customer will serve him well and we remain available should any actual performance issues arise in the future. 

   

  
  

  Customer Answer

  Date: 10/04/2023

  
  Complaint: 20500765
  
  I am rejecting this response because:

  I'd like to know where I'm to go from here. No one seems to understand my problem. I'M PAYING FOR TWO BATTERIES. THEY'RE SUPPOSED TO PROVIDE 48 HOURS OF ELECTRICAL BACKUP AT 100% CHARGE. THE BEST I CAN GET IS 23 HOURS AT 100% CHARGE. THAT MEANS I'M GETTING RIPPED OFF!!!! Maybe we should take this case to a room full of first graders to explain to the vice-president of Trinity Solar the difference between a promise of 48 hours backup, versus what I'm getting at 23 hours of backup. This is one more case of big businesses taking advantage of their customers supposed lack of knowledge of the problem. But I'm not going away; I'm going to complain until I find someone who will listen. 
  
  
  
  Regards,
  
  *********************************

• Initial Complaint

  Date:08/17/2023

  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.

  Company was contracted out by Sunnova to remove panels so I can have new roof installed. Trinity Solar refused to do the R&R unless I paid for them to do the new roof. Kind of a strong hold since the roof is leaking and needs to be redone but they wont do it unless they do the roof. Shocking because the solar panels are only a year old so they must have forgotten to make sure the roof was in good condition before putting them up.

  

  Business Response

  Date: 08/28/2023

  Trinity Solar spoke with ************** on 8/17/23 to discuss his concerns. We also emailed on 8/25/23 to ask for additional information. 
  
  ************** purchased his home from our original customer and signed a financial transfer agreement with Sunnova, the system owner. Because Sunnova owns the equipment, only Sunnova can authorize its removal.  Further, along with our R&R services, we also offer roof installation services as well to ensure the roof warranty is not voided once we reinstall the solar system.
  
  Trinity Solar has no record of any roof complaints from our original customer, nor do we have any photos of roof damage prior to the solar installation.
  
  We remain in contact with ************** and will schedule a call for him with our Roofing Specialists if he would like. 

• Initial Complaint

  Date:08/11/2023

  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.

  Got solar panels from Trinity a few years ago and was told by the sales rep that we can get them easily removed with no problem when a roof needs replaced or repaired. Now here we are and need a new roof. Since March 2023 we have have no kitchen and a roof leak. Trinity came out examined saw it was not the solars causing the leak. Told us to call when the roof is going to be repaired so they can remove the solars and that no one can touch them or it will ruin the warranty. July 3,2023 we put in the claim to remove the solars so our contractors can remove the solars however Trinity said since they arent doing the roof they have no parts in it sunnova does. Between sunnova and Trinity they are no help Sunnova got their $6,000 to remove the solars 2 weeks ago and still no call or date to remove the solars. 3 calls a day no answers, no employee or manager helps or can help or understands why the solars are still yet to be removed. Horrible customer service and bad business.

  

  Business Response

  Date: 08/21/2023

  Upon receipt of this complaint, Trinity Solar immediately contacted ********************** finance company and system owner, *******, who called her on 8/17/23 to provide an update on her project. Sunnova will oversee the Removal/Reinstallation process but we're happy to remain available for anything the customer needs. 
  
  
  

• Initial Complaint

  Date:08/02/2023

  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 a solar array with a backup battery system installed recently. The salesman falsely claimed it would produce 90% of my annual power consumption and that I would never experience a power outage again. They also claimed my first bill would be 60 days after the project is 100% complete but we were billed less than a month after it was operational. I have experienced power outages for the first time ever after the system was operational, and my neighbors did not lose power at that time. My electric bill this month is for ****kwh which is almost the exact same amount I consumed this month last year without any solar system. After speaking with JCP&L I was assured there is no issue on their end. I contacted Trinity on July 3rd and followed up by both phone and email with zero response I am still waiting on the follow up I was promised on 7/3/23. I spoke with a Trinity rep today who explained my system will never produce more than 800kwh during the peak production months in the summer. Furthermore the false claim the solar array would produce 90% of my power is based on 14,000kwh annually but I use 2,000kwh/ month in the summer and significantly more in the winter using electric heat. The system I was sold is grossly underpowered for my home and costs more than double my previous bills with JCP&L. Every claim made by their salesman and installers has been proven false. I want this useless system removed from my property and the finance agreement nullified due to false advertising.

  

  Business Response

  Date: 08/11/2023

  A Corporate Vice President spoke with ******************** on 8/9/23 regarding his concerns. Trinity reviewed the battery settings and found no installation-related power issues. After 2 months of his solar system working, it has performed as expected based on the agreement and the customer is saving money on his electric bill because of his solar production.
  
  When the system was originally sold to the customer and because the customer did not have ********* of electric bills, we worked with the customer and utility to estimate his electricity consumption. Moreover, the size of the system is limited to his available roof space and we would not have been able to install a larger system from what we provided. Based on the customers estimated usage and available roof space, we believed the system would cover most of his energy needs. Nonetheless, as demonstrated by his recent electric bills, the customer is consuming nearly double the estimated amount the utility approved. The customers energy consumption does seem exceptionally high so we offered several suggestions to help the customer identify and resolve his high energy consumption. Additionally, ******************** understands that performance expectations provided by our salesperson are due to the difference in the expected usage versus not having a full year of actual utility bills. Based on our analysis the system is performing properly and meeting the terms of his loan agreement. Regardless, we remain available to assist ******************** if he has further questions and offered to perform a savings analysis once he reaches the one-year *****

• Initial Complaint

  Date:08/01/2023

  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 installed solar (purchased outright) several months ago. They needed a signature for Eversource to complete scheduling of system turn-on. They keep sending documents to ** to sign with the wrong name on them, even though we've supplied correct number and name. I've had phone calls with customer service, the sales rep, etc., but again today they sent the wrong documents. Eversource has reached out to them, we've reached out to them, but now we're paying for a solar array we can't use because they will not change the name on the documents. This has been an ongoing issue for several months.

  

  Business Response

  Date: 08/08/2023

  Trinity Solar is happy to report that ******************** solar system has been energized as we received Permission to Operate (PTO) from Eversource on 8/4/23. We apologize for the miscommunication and will remain available for anything he needs moving forward. 
  
  
  

• Initial Complaint

  Date:07/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased and financed our solar panels in 2019 with Trinity Solar / Sunnova. When **** came to our home, he explained that we would basically be exchanging our electric bill for paying for the panels (until they were paid off) and then once paid off we would have no electric bill. Then we would just pay a $20 fee to our electric company monthly. This never happened. We kept calling Trinity for explanation. They reviewed our bills, sent technicians out to check the panels, continued to claim everything was working fine, the panels were producing and nothing looked out of order. However, we continued to be billed from our electric company and now we had solar panel fees as well. On top of that, now we are having roof issues. Fast forward to July, 2023 and someone on ******** mentions that perhaps we dont have a solar meter and thats the issue. We contact Trinity again and they state they need to investigate. We contact the electric company and they state we definitely dont have a solar meter and we never filled out the solar form - which Trinity never advised us was needed. The electric company also told us are pretty much out of luck for the past 4 years of payments.

  

  Business Response

  Date: 08/07/2023

  A Trinity Solar Director has been in contact with **************** and we're working to resolve their issues. 

• Initial Complaint

  Date:07/26/2023

  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.

  The problem is with Trinity Solar. We recently purchased a home in Villas, **, with solar panels. We have discovered a leak from the roof into our kitchen and living room. I have been calling both Trinity and IGS to have the panels removed so that the roof can be replaced. I have left a dozen messages and spoken to customer reps who assure me someone will call me back to schedule the removal. I never receive a callback. Each rain storm causes more damage. I am at my **** end .

  

  Business Response

  Date: 08/04/2023

  Trinity Solar spoke to ****************** on 7/27/23 to discuss her concerns, however by then she had already removed the solar panels. This system is owned by IGS Solar and ****************** should contact them for the next steps.
  
  
  

  Customer Answer

  Date: 08/04/2023

  
  Complaint: 20379203
  
  I am rejecting this response because:
  
  We did not remove the panels.  Because we did not hear from Trinity in a timely manner we were only able to replace the part of the roof that did not have the panels.  Trinity was absolutely irresponsible and did not get in touch with us and we were forced to do what we could to mitigate damage to our home.  We would have preferred to replace the entire roof.  Every time I spoke with someone we were given a different excuse about why the proper department was not responding to us.  Completely unacceptable!
  
  Regards,
  
  *******************************

  

  Business Response

  Date: 08/31/2023

  A Trinity Solar Roofing Specialist spoke with ****************** on 8/28/23 to confirm there was nothing else needed from Trinity to resolve her concerns. 
  
  ****************** purchased the home from our original customer and signed a financial transfer agreement with IGS Solar, the system owner. Because IGS owns the equipment, only IGS can authorize its removal.  Further, along with our R&R services, we also offer roof installation services as well to ensure the roof warranty is not voided once we reinstall the solar system.
  
  We apologize for her experience and will remain available for any solar needs she has. 

  Customer Answer

  Date: 08/31/2023

  
  Complaint: 20379203
  
  I am rejecting this response because:
  There was no resolution to the matter because both Trinity and IGS were not responsive in a timely manner and we were forced to deal with the leaking roof problem by replacing only half of the roof.  Their follow up call was also lacking in responsiveness.  
  
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:07/24/2023

  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.

  Solar panel system installed on March 30. We were told throughout the sale that it would take 30 days, maybe 60 days until the system is turned on, and that we wouldnt be charged until its on.Its now been 116 days, I had to reach out multiple times to get an update. Thats the only way I found out our sales rep left the company. The new rep only says its out of our control. We started getting charged for Solar even though the system isnt on, and we have no update on when it will move forward. Id like the job to be completed and system turned on, and a refund for what I am charged prior to it being turned on.

  

  Business Response

  Date: 08/02/2023

  A Trinity Solar **************** Manager called and emailed ******************** on 8/1/23 and again on 8/2/23 to discuss his concerns. A Sales Manager also reached out to ******************** and was able to talk through his concerns and assure him that we're doing everything we can to move his project forward.
  
  Prior to energizing a solar system, we are required to wait for approvals and inspections from the customer's town and utility company. ************************ town approved our permit and then changed certain requirements. We are now working on an approach to meet their new requirements. We will remain available for anything ******************** needs and look forward to turning on his solar system.

• Initial Complaint

  Date:07/18/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Trinity Solar installed our panels a few years ago. One of the questions I asked specifically was "if we need a new roof at some point, what happens then?" I was told "You just give us a call and we'll come out, remove the panels, and when the roof is finished, call us back and we'll come out and reinstall the panels". Well, it looks like we need a new roof. I called Trinity a couple of weeks ago and told them the issue and to see how this process would work. I was told that someone from their ***** department has to get back to me. They did call back, but instead of calling me ( I verified my number with the gentleman I spoke with) they called my wife who was in a meeting and could not answer. I have been calling pretty much daily since then and still have not gotten a call back! At this point the entire process has been stalled!

  

  Business Response

  Date: 07/27/2023

  A Trinity Solar representative spoke to **************** on 7/24/23 to set up an appointment. We apologize for the delayed communication and have updated our records to reflect his contact preferences. We believe this resolves his concern and will remain available for any solar needs he has moving forward.
  

  Customer Answer

  Date: 07/27/2023

  [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,
  
  ***************************