Complaints

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:06/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Universal Solar Direct solar panels are not generating power to the normal range and is still covered under Warranty. The Service Agent that I spoke with told me that I had to pay $350.00 /hr to have an inverter replaced. I had previously had the same problem fixed no problem. The SolarEdge contractor came to my house, found the problem with their Optimizer, replaced it, got it working again and there was no charge. Now all of a sudden the new contractor wont honor the labor side of the warranty. Something is fishy. Who charges $350/hr for anything. Fraud?

  Business Response

  Date: 06/26/2025

  I am very sorry you feel this way.   ****, there is a truck roll as well as labor in the ****** to have your inverter replaced which consists of an hour labor. If you prefer you can call Solar Edge again and see if they will come out.  By the way everyone charges a truck roll and this is not Fraud!

• Initial Complaint

  Date:06/11/2025

  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.

  This business completed a $65,000 installation at my home nearly a month ago. The last technician onsite explained there was a breaker problem and possibly a failed micro-inverter. He indicated that the service department would need to schedule another visit to get these corrected. Since that visit there has been no contact from the company. I've left several messages, and the last several attempts there isn't even a live person answering the phone. Today I'm paying the bill for an installation that won't charge the battery and only gets power from SOME of the solar panels. All of this is supposedly under warranty, has NEVER been fully functional, and there is nobody responding to the issue.

  Business Response

  Date: 06/26/2025

  We went out there two weeks ago and it has been taken care of.  

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

• Initial Complaint

  Date:06/02/2025

  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 purchased all new windows (7) from universal solar direct and they were white framed and have turned yellow. This is the second time this has happened in the 6 years that I've owned the windows. Under their lifetime warranty, I'm supposed to get a free replacement of all windows due to manufacture defect. They are not supposed to turn yellow. I have called within the last 4 weeks no less than 14 times left several messages and now as of May 30th 2025 the phone rings, nobody answers it, and it goes straight to voicemail. This is a lifetime window replacement that I have from this company and they're refusing to respond to any complaint for warranty service. Buyer beware. Seems lately this company has a lot of negative reviews on **** as well.

  Customer Answer

  Date: 06/04/2025

  Hello,

  They are the same business. If you pull their Nevada contractors license you will see that ******************************************* LLC owns both businesses. Going back to 2020, they communicated with me as Universal Solar Direct instead of using the Universal Windows Direct email address. 

  If you call their number caller ID says **********************. I had this same discussion with Universal Windows Direct corporate. They didn't seem to care much. 

  Business Response

  Date: 06/26/2025

  I am very sorry that no one has reached out to you. I have called *** since this is a manufacturer warranty issue.  I asked to have **** call you from there and he will have to come out and see the windows. There should be no problem to have them replaced.  Once again I am very sorry you had to go thru this.

   

  ******

• Initial Complaint

  Date:05/30/2025

  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.

  5/3/25 micro inverters not reporting 13 panels and 3 warning on array 2-flipped the breaker and the 13 panels went back up the other 3 have an error. 5/5/25 scheduled with Universal for 5/7/25 then realized street paving was being done, rescheduled for 5/12/25. 5/12/25 got a call from ***** they need to reschedule someone called in sick-scheduled to 5/14. 5/14/25 no one came called ***** left a message, called again and per ***** we are on schedule for 5/16/25 between 7-10 and put me to Tavons voicemail. 5/15/25 spoke to ***** who confirmed 5/16/25 between 7-10. 5/16/25 no one showed up, called ***** who informed me there was a job with a power outage so they had to go there first but a tech will be thereafter. Tech came out there is water in the micro inverters they are ordering them, the pigeon guards are blown off the side of my house which is where we have noticed an abundance of droppings, they will replace those as well when the micro inverters come in. 5/28/25 (microinverters arrived) no one answers the phone at all, they are screening my number, called over 15 times, left a message in general mailbox. Sent an email as well to the main email address. After trying again, a woman answers and rudely asked what I wanted, when I explained the micro inverters were delivered and we need them put on the panels as well as the pigeon guards fixed, she said she sent an email to two guys in solar and hopefully they will call and schedule. 5/30 called multiple times no one answers the phone if I call from my cell but if I call from another number they answer. I just want my solar fixed! This is ridiculous we have had issues for the last two ******* and it goes on for months.

  Business Response

  Date: 06/26/2025

  This project has been completed.  So sorry it took so long.

  Teresa 

• Initial Complaint

  Date:05/21/2025

  Type:Customer Service 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 sent 4 emails to Universal Solar Direct on May 12, 13, 16 and 19 to get information and resolution on the following issue SITE NOT PRODUCING error message. I have yet to receive a response from the company. Which means my electric bill will most likely be in the hundreds of dollars due to temperatures being much higher. My contract states 25 years warranty on panels, inverters, modules, labor, racking and mounting, and I want this resolved. Again, no email reply or call with a message on my phone to call back. I want a valid number where an actual person can be reached not just going to voice mail. I have had past issues with this company as well it seems to be an ongoing thing with this company. Once you purchase and they get paid it seems they can no longer be reached or reply to your issues. If my electric bill is over my $20.00 monthly charge, I will be looking for them to reimburse me for the extra amount as well since I have not had any contact regarding this issue.

  Customer Answer

  Date: 06/05/2025

  I did receive an email from them. They stated they didn’t fix anything. However, the date that they sent the email is the day that the issue got resolved so they had to have done something on their end to clear the air, which then allowed the system to update And start transmitting the information

  Business Response

  Date: 06/26/2025

  We have a message that Cathrine called back our office on 5/20/25 and said system was producing.  

  Customer Answer

  Date: 06/26/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23352197, and find that this resolution is ok not accurate but system is working for me 

  
  
  Sincerely,
  
  
  
  Catherine Michele Wrice - Mills

• Initial Complaint

  Date:03/26/2025

  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 called Universal Solar Direct requesting service to fix the problem with one of my installed solar panels, which wasnt generating power and is still covered under Warranty. The Service Agent that I spoke with told me that I had to pay $249.00 to have someone to come to my house. Theres nothing in the Warranty agreement that says that there is a **************** fee. I have previously placed a **************** request for the same problem. The SolarEdge contractor came to my house, found the problem with their Optimizer, replaced it, got it working again and there was no charge. So, I feel like Im being lied to or being ripped off.

  Business Response

  Date: 03/27/2025

  HI ****,

   

  Our service department will be reaching out to get you scheduled. We will waive the service fee for you.

• Initial Complaint

  Date:02/24/2025

  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.

  Guaranteed per signed contract that production is at ****** kWhs annual First year brand new ****** kWhs, 2nd year ****** kWhs and now 3rd year looking at 400 kWh with the system not producing for weeks also has to pay $****** for them to come see ********'s update: An employee called me to replace the inverter with another ****** fee again. A guy with no knowledge showed up and called a real tech on the phone and spent 15 plus minutes to be instructed how to troubleshoot. That didn't work. Troubleshooting 101 is on the textbook manual. Didn't get no call or update until I called and asked for it.

  Business Response

  Date: 03/13/2025

  Dear Mr. ******************* acknowledge your concerns regarding your solar system's production.

  
  Year 1 (1/24/2023 - 1/24/2024): Your system produced ****** kWh, exceeding the guaranteed 95% of the estimated ****** kWh (****** kWh).

  
  Year 2 (1/24/2024 - 1/24/2025): Your system produced ****** kWh, also exceeding the guarantee.

  1/24/2025: System internet connectivity was lost, preventing remote monitoring.

  
  2/19/2025: A technician visit revealed and resolved an inverter error that caused a production issue.

  
  Your system is now functioning correctly. We fulfilled our contractual production guarantee for the first two years.

  Attached here is your production report from the time the system was activated until today. 

  For further questions, please contact us at ************ or ********************************************************.
  Sincerely,
  The Universal Solar Direct Team

• Initial Complaint

  Date:11/04/2024

  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.

  Had a sales *** come to my home and totally lied to me about tax credit that I would receive back on my taxes for solar. Now my payments are going to increase to an amount I don't now how I'm going to afford . So sad people do this to you especially for a loan amount that $48,000.00 . Im so upset of this also to know I have to pay an extra $200.00 a month to go towards the principle. Just extremely upsetting as I'm a single Mom

  Business Response

  Date: 11/05/2024

  ******** ********* signed a tax waiver at the time of signing the solar agreement with Universal Solar Direct. ******** also stated on a recorded audit call that she understood the tax credit. The tax credit waiver states "I understand that although Universal Solar Direct may completely install and activate the system, they are not responsible for nor do they guarantee my qualification for any tax credit". The signed waiver as well as the recording have been uploaded. Universal Solar Direct is an installer, we are not tax professionals as it also states in the signed tax waiver.

• Initial Complaint

  Date:03/11/2024

  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 a contract with Universal Solar Direct on 9/15/23 to get solar panels. I hadn't heard anything from them so I sent an email 12/1/23 and they said the *** denied the request to panels on the street facing side of the home. I thought that would be the end of this because the contract states that the work would be completed approximately ***** days from the date of agreement signed. Then the company came back in Februray and stated the *** now has approved the installation. By now, I do not want the panels. After looking at the contract, I noticed that it stated a financing option. When I intially spoke with the sales rep, he told me that I would be paying the solar company directly like it was a utility bill. After reaching back out to him, he said that I was financing with a company named Dividend. I have no record or documentation stating that I am finacing with this company. I asked for a copy of that and they told me they can't give me that information and I have to reach out to the company myself. I informed them that I am no longer interested in the product, because of the time delay and deception and they responded that I would either allow them to install the panels and pay $27,164.18 through the finance company or they would drop my panels off to my home and charge me $11,712. I have not responded to this request and am seeking to find a probono lawyer to assist me.

  Business Response

  Date: 03/11/2024

  I am very sorry, but you are not our customer. We have nothing to do with ********************** of *******. You are in the Universal solar direct of ********* for the Better Business Bureau complaint. I will try to contact the person in ******* for you. 

• Initial Complaint

  Date:03/04/2024

  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.

  Just got off the phone w/**** from Universal Solar Direct....these pompous fools think they can rip us off...I have had Solar with them for over 4 years....they scammed me...I'm a single guy in a 1200 sq ft house and I pay anywhere from $50-200 on my energy bill a month...the electric Charger for car never worked to this day and they came out several times to fix...after complaining they offered $500 cash or 3 panels...I took the panels of course and still I get bills $50-$200 a month...over 20k I paid and its all paid off. Go to ****** or Tesla...I make 83k a month so it doesn't hurt me but the average *** I feel sorry for.

  Business Response

  Date: 03/12/2024

  Per our conversation on the phone March 1, 2024 your solar system is producing within specifications and meeting the contracted amount. In September of 2021 we even added three more panels to your system free of charge which your system did not meet the production gurantee.  which was on your contract. We previously sent a technician to your home to fix the ** charger March of 2023, and the ev charger was working .We offered to send a technician out to your home since you just told us it was not working but you refused.  We also came to your house on Thursday March 7th  and installed another addition 3 panels free of charge.  Our company takes pride on what we do and if there our any additional panels needed you will be charged for them, we went over and beyond for you.