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:12/04/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have asked to cancel the contract with the date of Transaction of Dec 2, 2024. Representative ******* ****** has refused to send me the proper Docusign papers to cancel the contract and I only have until Dec 5, 2024 to complete. I do not want to have this project moved forward. I have put it in writing.

  Business Response

  Date: 12/19/2024

  The customer was provided with a copy of the cancellation agreement as required by law at the time of the initial agreement. Additionally, an extra copy was sent upon her request. Her cancellation was honored promptly, and we assert that the claims in her complaint are unfounded and damaging. Furthermore, Ms. ******* has violated the terms of the agreement, and we will be pursuing appropriate legal remedies through our legal representative.

• Initial Complaint

  Date:07/22/2024

  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 am unable to reach anyone from Sol Up to repair my solar system that I purchased for $48,000 last year. My inverter is under warranty for 10 years but yet I can't get Sol Up to come service the solar system which is in violation of our purchase agreement and service contract. My contract number is C-22-023897

  Business Response

  Date: 08/20/2024

  Our goal is to provide the customer with the desired resolution and repair of his system. We have attempted to provide resolution on more than one occassion with our efforts beginning as early as 7-12 and the most recent attempt was on 8-5. On 8-5 we arrived earleir than the scheduled appointment and the customer was unavailable. We rerouted the Service Tech and he returned in the designated window provided and the customer was still unavailable. The *** of the company also reached out to the customer that day as well. 

  Again, our primary goal is to resolve the issue with ******************* system. I will reach out via email as well as by phone to schedule a time for repair. 

   

   

• Initial Complaint

  Date:03/11/2024

  Type:Customer Service 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.

  3 of our solar panels have burn marks and are not working, and additionally the monitoring device isn't working. We have carefully checked and all of these are guaranteed and will within warranty. The Sol-Up site states that they only take warranty requests in writing via mail. We therefore sent them a mailed letter (Certified, return receipt which we have), and waited the requisite 60 days with no response. Phone calls are to no avail. Sol-Up needs to repair/replace the non-working solar panels, provide the requisite monitoring device, and probably reimburse for electric bills since date of no resolution.

  Business Response

  Date: 03/15/2024

  ********************** purchased the system from *******************. The warranties associated with the system were explained and transferred at no cost to ************************.

  All of the warranties associated with this system are and remain with the manufacturer. Unfortunately Sunpreme, the panel manufacturer, is no longer in business and therefore replacement and or repair parts are not available. The roof penetration warranty provided by Solup remains in effect. 

  We have shared this with ************************ as well as offered a solution at reduce price in an effort to assist however he declined that option.

  We remain available to **************** to assist where we can. 

  Regards, 

  ********************************* CFO

   

   

• Initial Complaint

  Date:11/20/2023

  Type:Order 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.

  Purchased Solar Panals in April 2023 ( 29 panels) On line June 13th 2023 Proposal by Sol Up was system will produce ***** KWH for the year Broken down on proposal for each month. We went with Sol Up due to the system production. As of November 20, 2023 I am 20% below proposal production and estimated 25 % down for the year ending on June 12 ****

  Business Response

  Date: 12/19/2023

  We have been in contact with ************ and a resolution has been reached. We are in the process of completiting the documentation and once that has been finalized we will forward a copy for your records. 

  Regards, *********************************, CFO

• Initial Complaint

  Date:06/16/2023

  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 contracted to install solar on my home at ***************************************** on 11-22-22. I paid in full on 12-29-22 in order to take advantage of a tax credit. Almost immediately after paying this in full, it was obvious that I was having major relationship problems in my life. I called ****************************** prior to January 20, ****************************************************************************************************** the home. On January 24th I received an email from ***************************** from Sol-up reminding me of my solar installation for February 8th. I emailed ********* back and let her know that I had talked to **************************** about not installing. Later that day I received an email from Sol-up accounting with a form letter attached (included). I informed them I had paid in full. I've asked for a refund and have not received anything. On 3/31/23 I received a call from ***************************** informing me that they would refund me $8,400. I told him that is unacceptable. He said he would talk to others at the company to try to make that amount larger and he would call me back as soon as he talked to them. I never received another phone call from ****************** There was nothing special about my system. I can see that there are permit costs and some other things, but I certainly don't feel I owe them material costs and profit on a job they never installed! I have made several attempts to contact by phone prior to 3/31, and emailed as well. On 4/12/23, ****************************, sent a text which read "Sorry bud. I'm trying to sell the system to the new home owners to get you a full refund. If I can't the company let me know they can only return 30%." I responded with "That's ridiculous, immoral, and unethical." I have continued to text ****************** since then. As of 6/16/23, I have not had any response from anyone at Sol-up regarding this issue. Pertinent information has been uploaded to this site. I have also filed a complaint with the ****** *****************

  Business Response

  Date: 06/27/2023

  Subject: Response to BBB Complaint ID #******** - *********************
  
  Dear Better Business Bureau,

  We appreciate the opportunity to respond to the complaint lodged by ************************* regarding our services. We take our customers' concerns very seriously, and we make every effort to resolve any issues to their satisfaction.
  
  ************** entered into a contract with our company, Sol-Up, on November 22, 2022, for the installation of rooftop solar panels on his property. In line with this contract, he made a payment of $8,400 on December 29, 2022. ************** acknowledges this payment was motivated by his desire to take advantage of a tax credit.
  
  On or before January 20, 2023, ************** informed Sol-Up of his impending divorce and his intention to sell his property. At that time, he requested a cancellation of the contract and a refund of his payment. Sol-Up informed ************** that the tax credit he sought could only be obtained after the installation was complete. Furthermore, the contract he signed and paid for was binding and didn't allow for termination on grounds of divorce.
  
  Upon learning that ************** had finalized his divorce and sold his property, we offered possible solutions including transferring the solar installation to his new home (if purchased in  ******), or transferring the contract to the new homeowner. These solutions aimed to uphold the contract's terms while considering ****************** changed circumstances. However, ************** disclosed that he had granted his property to his ex-husband and was unwilling to discuss the matter with his ex-husband.
  
  Our actions and communication with ************** have consistently been guided by the terms of our contract and a desire to find a fair resolution. We believe his complaint with the BBB is an attempt to exert undue pressure on our company and evade the contractual obligations he voluntarily undertook.
  
  We respect ****************** right to voice his dissatisfaction but firmly believe we have acted in good faith, upholding the contractual agreement and offering viable alternatives in light of his changed circumstances. We remain open to engaging in constructive discussions to find a resolution within the contract's confines.
  
  We trust the BBB will consider our response and the facts of the matter when reviewing this case.
  
  Thank you for your attention to this matter.
  
  Sincerely,
  *********************************
  CFO
  Sol-Up 

  Customer Answer

  Date: 07/08/2023

   
  Complaint: 20196234
  
  I am rejecting this response because:

  The reply from Sol-up contains errors and it doesn't indicate any sort of remediation!  

  On December 29, 2022, I made a payment of $24,482.82 (uploaded originally), NOT $8,400 as stated.  This was in addition to the $1,000 paid with the order.  Yes, I did want to pay before the end of the year to obtain my tax credit on my 2022 taxes.  Since I did not have solar installed, I did not include a solar credit on my 2022 tax return.

  A refund of $8,400 from Sol-up is not reasonable after giving them $25,482.82 and not receiving anything at all.

  There has been no communication from Sol-up in order to try to resolve this issue.  An $8,400 refund is ridiculous.  I would consider allowing Sol-up to keep $8,400 and refund the rest ($17,082.82) to me.  

  I have never had conversation with anyone at Sol-up regarding this matter other than ***************************** or Sr.  I don't see how Sol-up can say they have acted in good faith and remain open to constructive discussions when I haven't had contact with anyone from Sol-up since 3/31/23.

  Again, I would consider allowing Sol-up to keep $8,400 and refund the rest ($17,082.82) to me, considering Sol-up did not furnish anything at all.   Yes, the timing of my "divorce" was unfortunate, but there are certain ethical standards that can be applied here regarding a refund.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 07/11/2023

  Sol-Up has a valid and existing contract with ************** for the property that was conveyed by ************** following that contracts execution.  Sol-Up stands ready to perform that installation accordingly.  Simply put, Sol-Up has violated no laws and has performed all of its obligations under the agreement with ************** to date.  Any arraignment between ************** and his former spouse involving the sale of the property does not involve Sol-Up or affect the contract with Sol-Up for the solar installation.

  Customer Answer

  Date: 07/12/2023

   
  Complaint: 20196234
  
  I am rejecting this response because:

  I don't understand how this can be an acceptable outcome.  I have paid Sol-up over $25,000 and received nothing in return.  If I had fully financed this installation and the same issue occured, would Sol-up be coming after me to pay them the entire amount for a system that wasn't installed.  I feel like Sol-up is treating my payment as a free gift and I have no reason to gift Sol-up.  I guess this is a moral and ethical issue.  Once again, I will emphasize that I have had NO COMMUNICATION from Sol-up.  Sol-up has made no attempt to satisfy my request.  Even though they offered a pitiful amount of $8,400, they have made to attempt to pay those funds.  Just in case Sol-up can't find my phone number, it is ************.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 07/13/2023

  Sol-Up has a valid and existing contract with Mr. **********;for the property that was conveyed by Mr. **********;following that contracts execution.  Sol-Up stands ready to perform that installation accordingly.  Simply put, Sol-Up has violated no laws and has performed all of its obligations under the agreement with Mr. **********;to date.  Any arraignment between Mr. Wendt and his former spouse involving the sale of the property does not involve Sol-Up or affect the contract with Sol-Up for the solar installation.

  Customer Answer

  Date: 07/18/2023

   
  Complaint: 20196234
  
  I am rejecting this response because:

  I don't see what my relationship status has to do with Sol-up receiving $25,000 to install a solar system, and when asked to cancel Sol-up feels it is proper to keep the $25,000 regardless of the fact they haven't installed anything of value for the money received.  This has nothing to do with my relationships and I don't understand why Sol-up believes they should be referencing this.  Yes, I agreed to have solar installed and paid in full.  Due to whatever circumstances, I asked them to cancel the contract.  I guess Sol-up believes it is ethically okay to keep this $25,000 as a gift.  Sol-up should be putting forth some sort of offer for a refund that is acceptable to me, rather than continuing to harp on about my GAY relationship!  This is about money and performance for that money.  I don't know what there is to accept or reject in Sol-up's response nor do I see anything of substance in their response.  At any rate, I no longer own the property, so Sol-up has a contract to install solar on something that no longer exists in the manner written in the contract.  Sol-up, please return 67% of the total money I paid, and this will end.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:04/12/2023

  Type:Sales and Advertising 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 purchased a complete solar package for my home at a cost of $57,277.72. Throughout the sales process I was assured more than once that the package designed would be more than adequate to handle our electrical needs. Since I just purchased an electric vehicle I asked several times if the system being designed would be adequate to handle this new vehicle and was again assured that the system would handle it. Unfortunately, the system was not adequate and we are still having to pay for electrical overages each month. I called several times about my disappointment and the only remedy offered was to purchase 3-7 more panels for an additional $10,000.