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:10/26/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This has been an ongoing problem for almost 2 years. I do understand that the house I purchased had solar that was installed from Solar one (I believe). But I did all of the transferring of assets and USD has been servicing my home. Lately, it's been horrible. Had no idea that the battery was on recall, figured that out and ** promptly provided a battery and USD installed it (or put it on my wall). They also took down all the panels and replaced all the wires and conduits. The workers are superb and this is not meant for them. When installing the battery they put many holes into my staircase that showed through the wall (they fixed that). They also scheduled an appointment with me to replace the pigeon guard and nobody ever showed up. I have no idea what's going on with the inverter comm issue because they are some of the worst interpersonal communicators i've come in contact with. I currently have a battery in my garage that doesn't work, the inverter is not functioning properly, and now I have pigeons on my roof that they said would be taken care of. Once again, this has nothing to do with the workers as they have done a good job when on site. This has to be a management thing. All I'm asking is for the system to work properly. I inappropriately, filed a complaint against Solar Edge prior and quickly realized it was the installers and the company.

  Business Response

  Date: 10/26/2022

  Good afternoon,

  Unfortunately, the transfer of ownership does NOT include service. Service is included only for customers that purchased the solar system from Universal Solar Direct. The transfer of ownership form you filled out only allows us to give you access to the monitoring that is all. The only item that Universal Solar Direct is responsible for, is servicing is your battery since you purchased the battery from Universal Solar Direct. We took it upon ourselves to service your inverter one time without charge. Any service call from here on out that has to do with your inverter or panels, you have to pay for. Universal Solar Direct is not responsible for monitoring or servicing your solar system. Universal Solar Direct is only responsible for servicing your battery. Your inverter is here, and you are already scheduled for the replacement. Once the inverter is replaced your solar system and battery will work. You actually did the correct action and filed a complaint with Solar Edge since it is THEIR product not ours and the issue has nothing to do with the installation and only the product. Universal Solar Direct does not warrant pigeon guard and only installs it on recent purchases. Please feel free to contact Preventive Pest control and they will be more than happy to help you with the pigeon problem. Their phone number is **************. Please let us know if you need anything else.

   

  Sincerely,

   

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

  General Manager

   

  Customer Answer

  Date: 10/27/2022

   
  Complaint: 18313751
  
  I am rejecting this response because:  This is not at all what was agreed upon before you guys removed all the panels from my roof to fix all the issues that were up there from the initial install.  Also, I received a phone call from you guys after the panels were put back on and properly installed.  Why was this not realized before the work was done?  I was also promised (don't want to drop names on here if I don't have to) that you guys would replace the pigeon guard because you guys ripped out the pigeon guard I had installed 1 year ago by the same company you referenced.  Why is it you guys can't be competent and keep appointments or just tell me all of this 2 years ago when all of these problems started happening?  This is not fair.  I understand now that you guys aren't responsible for the panels but that still doesn't shy me away from asking why wasn't this explained much earlier even before all the work was started.  I received a call yesterday about the inverter, the batter, and the pigeon guard work was going to take place on Friday (28 October).  Is this not correct anymore?  All I want is for this system to work like was promised to me. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 10/27/2022

  I just spoke to you today over the phone and wanted to thank you for being so kind.  I wanted to explain that you are correct you did not purchase the solar on your roof and was given wrong information from Solar Edge.  When you called our office regarding your battery we did come out and fixed the issues even through the battery was bought by the previous owner.  Our service department made a mistake when authorizing our service team to come fix the issues for the solar.  I know you were not aware when calling our office that you were told by Solar Edge that we did your solar. Our service team came out to fix the battery and move it into the inside of your garage, which we did take responsibility for.  We cannot control how long it will take for the Solar Edge product to come in but as soon as we receive it, which is supposed to be coming in today.  If it does come in today, we will be out there tomorrow to take care of the inverter, as well as putting pigeon guard on the panels that we had to move.  I am sorry for the last response from *** since we both were under the impression that we put the panels on the prior customers home, since we had the same last name in our system.  We will be out for the pigeon guard tomorrow, and hopefully have the inverter done.  There has been many issues with solar edge inverters as you are aware of.  

  Customer Answer

  Date: 11/01/2022

   
  Better Business Bureau:
  
  I accept the business response.  The inverter, the battery, and the pigeon guard have all been installed.  I was told by the team onsite that it would take a few days (the weekend) for the battery to charge up and then on Monday they would have to "turn on the system back at the office".  I'm assuming that part did not happen as I no have zero production.  They were extremely nice and willing to help once they understood the entire story of what's been going on.  I'm fine moving forward as long as whatever it is they need to "switch on" happens.  I do truly appreciate their understanding as this just went on for far too long.   
  
  Sincerely,
  
  *********************