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:10/16/2024

  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 am sending order details, I am requesting an invoice change, invoice show the forwarding agent information, and I will need an invoice showing my name for tax purposes, I have sent many mails to ****, with no answer, they instead send a lot of mails sending offers. The text as follows: Hola **** I will need your help to send an invoice showing the following billing address for Order #***** :Name : ****** **** ******* Address: Av. Colorines # ************** *******************, ***, ****** Thanks in advance

  Business Response

  Date: 10/31/2024

  Hello Mr. *****
  
  We apologize that you did not receive a response from **** regarding your request to have adjustments made to your invoice. We were not able to find any of the emails you sent.
  
  Since this complaint was received, our Customer Relations Manager has been in touch with you and provided you with a copy of the updated invoice.

   

  In the future, should you require further assistance, please email us at ********************************

  Customer Answer

  Date: 11/01/2024

   
  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.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:07/22/2024

  Type:Product 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 the EcoFlow Wave 2 and its Add-On battery from ShopSolarKits.com in July, 2023. I experienced many mechanical problems, and was sent two replacements after I returned each defective unit. Currently, the second replacement (3 units total...) is experiencing major issues, such as loud noises and drain malfunction. It also changes from A/C to heat on its own, which has occurred 4 times. The battery, which was designed to be used with the Wave 2 only, has also experienced malfunction. All of these events were documented through photos, videos, and e-mail communications. I have cooperated and complied with all requests. ShopSolarKits employees have been kind, but no resolution has been reached as they defer ALL responsibility to EcoFlow. By law, manufacturers and retailers both share a level of responsibility in their obligation to sell defect-free merchandise. After using 3 Wave 2 units, and contending with the battery as well, I am seeking a full refund for the units, as it is painfully clear that there are manufacturing defects which are not isolated incidents. Please assist me in receiving a full refund. I am also filling a separate complaint against EcoFlow. I am disabled. This has been very stressful and is taking a toll on me, as I MUST have reliable air conditioning for health reasons. Thank you for your assistance.

  Business Response

  Date: 08/02/2024

  Hello *********, 
  
  
  We apologize for the length of time it took for us to receive the necessary approval from the manufacturer to return the equipment for a refund. Throughout this process, our Management Team firmly agreed that you were within your right to return the equipment for a refund, and worked hard to negotiate a return with the manufacturer on your behalf. 
  
  
  In the days after this complaint was filed, the equipment was returned to the manufacturer's warehouse. Your refund has been approved and will be processed within the next ***** hours. 
  
  
  Thank you for your patience and kindness while our team worked diligently to have this resolved. 

  Customer Answer

  Date: 08/09/2024

   
  Better Business Bureau:
  
  I wish to thank all who assisted in resolving complaint ID ********, regarding faulty HVAC equipment manufactured by EcoFlow and sold to me by ShopSolarKits.com.  I would especially like to thank the kindness and patience of everyone involved, and give special thanks to ****** and **********/ShopSolarKits and also *** w/EcoFlow.  I will continue doing business with ShopSolarKits when the need arises, without hesitation.  I am very relieved to receive a full refund for the defective equipment, and appreciate that this incident was an exception to and not the rule for the level of quality in the products that EcoFlow normally produces.  I only wish that EcoFlow had acknowledged the defects, accepted responsibility, and willingly provided my refund without me having to resort to getting assistance from the BBB.  This resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/16/2024

  Type:Product 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 ordered a complete off grid solar kit, they shipped me a defective product that is completely useless. I have spent many hours trying to get them to send a functioning product, but after two months, it seems like all they can do is try to avoid making good on our contract.

  Business Response

  Date: 07/23/2024

  Hello ******************, 
  
  We apologize for the length of time it has taken to get the necessary approval from the manufacturer to have your inverter recalled.
  
  Due to the extremely limited cellphone service at the remote location of your solar kit, it has made it very challenging for our service team to troubleshoot and collect the required data for the inverter warranty claim to be approved by the manufacturer. After several weeks of our service team attempting to assist you with troubleshooting the issue, we requested that the manufacturer waive their standard warranty procedures if ShopSolar.com covered the return shipping and inspection costs to help speed up the process. Their technical team agreed and the inverter is scheduled to be delivered to their warehouse today, July 23, 2024. 
  
  Once the inverter has been inspected, the technician will provide our management team with the inspection report. If the inverter is found to be defective and covered under the manufacturer's warranty, we will replace the inverter. If the inverter is found to be in working condition, the inverter will be shipped back to you at no cost. 
  
  Again, we apologize for the delay. Our team has tried very hard over the last several weeks to assist you remotely with sporadic and often poor cellphone reception from your end. We cannot approve a replacement without the approval of the manufacturer. Our company offering to cover the cost to have the unit returned and inspected was the quickest and most efficient option to have this resolved for you given the circumstances. 
  
  We appreciate your patience and understanding while we wait to receive the inspection report from the manufacturer. Our management team will continue to keep you updated with the next steps. 

• Initial Complaint

  Date:07/11/2024

  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.

  When I placed the order for the Ecoflow Smart Generator Adapter it showed "IN STOCK" on their website and I called to make sure they physically had it and was told yes. Then they have all different shipping times throughout their website and confirmation emails from 2-10 days. I waited 10 days for them to tell me they don't have it. No mention of a refund or when they may get one. By the way, they don't actually have any inventory. They would just

  Business Response

  Date: 07/12/2024

  Hello ****, 
  
  We apologize for your experience. This particular adapter is drop-shipped directly from the manufacturer's warehouse, and our Fulfillment Team does regular inventory checks with them. You placed the order from our online store after hours on July 1st, and the order was processed the following day. However, with both our business and the manufacturer being closed for the July 4th holiday and on weekends, we did not receive an update from the manufacturer that the item was out of stock until 4 business days after you purchased the product. 
  
  We have since canceled the order at your request and have processed a refund in full to your original form of payment. 
  
  We sincerely apologize for the inconvenience. 

  Customer Answer

  Date: 07/12/2024

   
  Complaint: 21974101
  
  I am rejecting this response because: AGAIN, I specifically asked if this item was physically in you possession way before any holiday. What's more bothersome, you continue to show this item as "IN STOCK". I will continue to notify the community about your business practices.
  
  Sincerely,
  
  **** *********

  Business Response

  Date: 07/23/2024

  Hello Mark, 
  
  Some of these small accessories and cables are drop shipped directly from the manufacturer's warehouse and they tend to sell out quickly. It's not uncommon for eCommerce retailers to accept pre-orders while waiting for the manufacturer's stock to be replenished so we can ensure our customers are next in line to receive their orders.

  We apologize again for the inconvenience. 

  Customer Answer

  Date: 07/24/2024

   
  Complaint: 21974101
  
  I am rejecting this response because: ************** has no understanding of what has transpired and are only concerned with damage control of bad reviews. AGAIN, I specifically asked a human being at SSK if the part I needed was physically in stock and was told "yes". This began a 10 day waiting period to only find out that they don't have ANYTHING. Then another 7-10 to be refunded only because I opened a case with my bank and the BBB. I'm sure I would still be waiting otherwise. ************** provides nothing but aggravation.
  
  Sincerely,
  
  **** *********

  Customer Answer

  Date: 08/22/2024

   
  Complaint: 21974101
  
  I am rejecting this response because:

  SSK continues to list items on their website with bold writing that they are "IN STOCK" when they know they don't have the items. They obviously don't care nor do they understand the inconvenience this can cause consumers. It destroys travel plans when a consumer is relying on receiving a part to make their solar system work. They are too lazy to update their website accordingly. What's important to SSK is getting a sale and holding funds. I won't be revisiting their website and will continue to educate the solar community about SSK practices. 
  
  Sincerely,
  
  **** *********

• Initial Complaint

  Date:05/06/2024

  Type:Product 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.

  In Nov. 2023 I received an email add from shop solar that advertised a "Kong **************** battery for $4499. On 11/25/23 I purchased the battery and received it in about 3 weeks. I soon realized the battery was not what I ordered but a very much weaker battery called a "Kong" 12kWh which physically does appear identical to the **** They disabled part of the on-board display to hide the Ah output rating and cycle counter and also changed the label. I reviewed this on their website, and it was promptly removed. I contacted them and the representative was evasive and repeatedly lied. He was clearly aware of the practice. I also reviewed it on Trust Pilot and in less than a week that one was also removed. Shop Solar did respond to the Trust Pilot review, and they offered a partial refund of $400, I am out approx. $1700, and I want to know why they think I should be the loser here as all I did was purchase an item. They sent the wrong thing and are trying to take advantage of the fact that I don't want to pack and load the heavy, awkward item. If they had sent the right battery in the first place none of this would be an issue. If they insist on a complete refund, I think they should send someone to my residence to get the battery, not my responsibility. And refund the complete invoice incl. shipping.

  Business Response

  Date: 05/14/2024

  Hello **********************, 

  We truly apologize for your experience with our company. We have taken the time to review the notes and email exchanges associated with your most recent order. We're very sorry if you felt the first agent you spoke with regarding the concerns with the Kong was unhelpful. We can assure you that our staff wouldn't intentionally be evasive or lie. Please understand that Shop Solar is an eCommerce retailer, we do not manufacture any of the equipment sold on our website. Our Technical Support Team can only provide the information that is shared with us by the manufacturer. We do acknowledge that this should have been escalated to Management much sooner than it was, and for that, we sincerely apologize.
  
  As for the reviews; Trustpilot is a third-party entity, and we have no way to remove reviews, however, it does appear that your review has been edited by you a number of times. We're very sorry if the review you left on the website was overlooked. We have searched for the review left on our website, but we cannot find a review associated with your email address. 
  
  On May 1st, our Customer Relations Manager reached out to you to address the concerns outlined in your initial Trustpilot review regarding the 19kW Kong Battery. You made it very clear that you had no intention of returning the battery, as preparing the battery for safe transport was not something you would be willing to do. Our Customer Relations Manager worked to mediate between you and the manufacturer to find suitable compensation. The manufacturer requested the battery be returned for inspection, but to avoid having to return the unit, our Management Team agreed to purchase a battery for you as compensation at your request. The order for the additional battery has since been purchased and will ship within 9-12 business days. We appreciate your willingness to work with our Customer Relations Manager to find a suitable solution. 

  Customer Answer

  Date: 05/29/2024

  I never received any communication from you until now, the complaint was never posted so I thought I did something wrong. As the business has indicated the issue has been resolved. 

  Thank You, ****

• Initial Complaint

  Date:04/26/2024

  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.

  We purchased a system for off grid living and we have had issues with an inverter and the two batteries that are supposedly under a 10 year warranty. We have contacted via telephone, communicated through emails and provided test data that they requested. We have even when as far as to hire an independent solar agency to come out and look at annd give their opinion and provided the information to this company and our issues are. still has not resolved. Our problems still has not replaced. Our batteries still has not fixed or replaced, has not replaced our inverter. I feel like were just getting the runaround at this point and we just need to get this fixed. yall need to just send us the two batteries that are under 10 year warranty and also a new inverter since the inverter failed After your technician told us to change the setting, thats when it failed. It works before you guys told us to change the settings, but then you somehow messed it all up and it is stuck in relay mode. They either need to refund us the money we spent for the inverter, and the two big batteries or they need to replace the stuff and send it to us ASAP.

  Business Response

  Date: 05/10/2024

  Hello Rod, 
  
  I apologize for the length of time it has taken to resolve the issues with your kit. I see that there have been lapses in communication with you and our Technical Team while we were working with the manufacturer to get the approval needed from them for a warranty claim. Our Customer Relations Manager has since been in contact with you and has escalated this with the inverter manufacturer. Shop Solar does not manufacture any of the equipment sold in our kits. We are obligated to follow the warranty policies and procedures established by the manufacturers. We apologize for the delayed responses. However, as your inverter is under warranty we do require the approval from the manufacturer. As per the notes on your account, a warranty claim has been approved and the defective inverter is currently in transit back to the manufacturer for warranty repair/replacement. 
  
  As for the batteries, our Senior Tech confirmed during the phone call with you on May 8th, that the batteries are working correctly, and that the issue lies with your battery bank being too small to carry the load. Replacing the batteries will not resolve this issue, adding additional batteries to expand your battery bank capacity is the only way to rectify your concerns with the **** batteries. We would be more than happy to offer you a discount on additional batteries. 
  
  Please let us know if you would like to discuss adding batteries to your battery bank.
  
  Thank you. 

  Customer Answer

  Date: 05/13/2024

   
  Complaint: 21630640
  
  I am rejecting this response because: during our last call with your tech he was to inquire with the battery manufacturer how to return the item and which battery to replace them with since these are discontinued items.  
  

  The batteries DO NOT hold a charge, it is not because the batteries are insufficient to hold our load.  

  The 2 batteries have never held the charge properly even though your techs have reconfigured them several times and we have done load tests on them and provided documentation showing the charge capacity is never at full charge.  

  Last we heard, we were waiting for YOUR TECH SUPPORT ESCALATION TEAM to respond to us with a solution to replace the defective batteries.  

  Maybe, review the audio files of what we spoke about with your team member and have your team get back with us on a proper solution.  They were supposed to call us back same day with a solution and never did.
  
  Sincerely,
  
  *****************

  Business Response

  Date: 05/29/2024

  Hello **************, 
  
  In the days since you submitted your most recent response, our Management Team has coordinated a scheduled call between yourself and the battery manufacturer's ******************** Manager. During this call the Tech Manager determined through troubleshooting that the batteries appear to be in good health. However, the batteries have not been programmed for optimal performance. The manufacturer's Tech Manager has assured us that once the repaired inverter is returned and installed they will be able to help you program the settings properly.
  
  The inverter manufacturer has advised our Recovery Team that the repair was successful and the inverter will be shipping back to you today, May 29th, 2024. Once the inverter is delivered and installed, we will help coordinate a call with the battery manufacturer. 
  
  We sincerely apologize for any inconvenience caused by the delay in resolving the issues with your kit. Please know that we have been awaiting the completion of the inverter repair before proceeding further. Your patience and understanding throughout this process have been greatly appreciated.

• Initial Complaint

  Date:03/11/2024

  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.

  Order# *****. $6,013.73. 3/15/23. Purchased from shopsolarkits because they offer a 10 year warranty.Original system when purchased on 3/15/23 wasn't designed correctly and had too low a PV voltage. 2 additional panels had to be added. (At no cost to me). But - I had to do the testing/research/troubleshooting to determine why it didn't work. 2-3 months of downtime plus redesigning my mounts to accommodate the additional panels.One of the batteries failed at some point (can't pinpoint the date because I'm not at the system all the time). Called their support on 2/5/24. 3 different trips to my cabin to test and troubleshoot per support. I followed all of their troubleshooting steps with no luck. On 2/27/24 they decided to have the battery returned for repair. The return process is to photograph the battery and photograph the packaging and wait for an RMA. I made another 3 hour trip and completed these steps on 3/1/24. I have not received the return paperwork as of 3/7/24. The repair process is said to take 3-4 weeks per the manufacturer.Out of one year of owning the system, it has only functioned for ~4 months.I feel that the 10-year warranty statement is misleading seeing that I have been troubleshooting the failed battery for a month with the only resolution to package the battery and send it for repair. I have no confidence that I will receive a timely solution.

  Business Response

  Date: 03/20/2024

  We understand that troubleshooting equipment issues can be tedious, even more so when the equipment is located so far away. Our team does have to take appropriate measures to ensure products are defective as shipping, repairing, and testing these products can be very time consuming and if we can diagnose the issue on site it is much better for all involved.
  
  The battery manufacturer has approved the *** warranty repair. On Thursday, March 7th, the battery manufacturer provided us with a pre-paid shipping label, which was in turn given to the customer the same day. Friday, March 8th our Management reached out to the customer. In an effort to speed up the turnaround time for the repair, we offered to purchase the customer a new Falcon battery from the manufacturer and have it shipped as soon as the defective battery has been delivered and inspected. 
  
  
  Our Management Team is working closely with both the customer and the manufacturer. We're confident we will have the customer's kit up and running very soon. 

• Initial Complaint

  Date:01/30/2024

  Type:Product 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 off-grid solar kit consisting of 2 LiFePO batteries, a charge controller, 3 solar panels, and an inverter. I am using this system to provide power to a barn that I use to store equipment for maintenance of my property. I have a load of 4w (2 Wi-Fi cameras) and 9w (1 portable hotspot that only charges 12 hours a day). My property is an hour away (each way) so I cannot readily work on the system.====I purchased this system in August 2023 and within a month, already had issues where I required support help. The root issue is that the system powers off after not even a day or 2 of being powered on. I have worked with support to do the following and more:-Charged the batteries 2x with a NOCO charger (bought at my own expense) to 14.4v -Send the batteries back to Rich Solar (no problem was found according to the response from the SSK tech with no elaboration)-Change the power load to nothing (same issue as the battery drained to almost 10v and powered down.-Do normal troubleshooting tasks that required multiple trips to the site and back (again, paid for the gas and time to go back and forth for small tasks such as checking the wiring)-Added a 220v connection to the inverter to bypass and charge via our gas generator we have -Hire multiple electricians to verify that the wiring was correct (it is correct according to 2 electricians) I had check the system).-Bought an EcoFlow Delta 2 *** to power the barn since this system is not reliable (this has powered the barn with a separate 220v solar panel for 10 days straight with no issues).====After working with their support folks for almost 6 months, the system is still not reliable and has been regulated to power the EcoFlow since the system is not staying on even with such a small load.====I would like some level of refund since I've been fighting this issue for months and have had to spend more time and money troubleshooting a system that should have been working from the moment of install.

  Business Response

  Date: 02/13/2024

  Hi there,

  From our records it appears our team and this customer are still working together to resolve the issues.  From the latest notes on file I am seeing our team would like to offer the customer additional ********************** panels to help increase the solar production and functionality of the kits.  We believe the issue might be due to panel placement which is why the resolutions has not been confirmed.

  If you feel that is not the case please reply to this email and we will continue our investigation.

  Thanks,S

  ShopSolar

  Customer Answer

  Date: 02/15/2024

   
  Complaint: 21217336
  
  Hello, I already have 5 solar panels. I purchased 2 more a few months after I bought this kit. I would prefer to have some credit back if we could do that, please.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 03/08/2024

  Hey ***,

  We appreciate your patience while we worked this out.  

  We have decided to refund you in full for the additional panels needed. You will receive a refund notice in the next ***** business hours.  The order being refunded ends in 70.

  As always, please let me know if you have any questions or concerns. 

  Thanks,
  ShopSolar

  Customer Answer

  Date: 03/11/2024

   
  Complaint: 21217336
  
  Hello, the refund was not for the agreed upon amount. Can I get the amount ****** and I agreed to?

  Also, I do appreciate the work your team has been putting forth but our communications seem to be far between. Can we put more of a priority in resolving this?

  Thanks,
  *******************************

  Business Response

  Date: 03/18/2024

  Hi *******,

  I can see from my end our team has corrected the refund amount and have sent the equipment you had requested.  From the email correspondence it appears this matter has been closed.  If that is not the case please feel free to contact us.

  As always, please let me know if you have any questions or concerns. 

  Thanks,
  ShopSolar
  

  Customer Answer

  Date: 03/18/2024

   
  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.

  I am currently waiting on 2 additional solar panels to be sent to me. With the refund already processed and the additional panels, I am satisfied with this resolution. Let me thank your team for all their help. I really appreciate the efforts.

  Sincerely,
  
  *******************************

• Initial Complaint

  Date:12/08/2023

  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 purchased the system late last year. Finally got it installed in June of this year. a little issue that could not be resolved at the beginning but it was minor after a conversation with ShopSolar I determined they would not be able to assist me. Friday 24NOV2023 my inverter failed. there is a manufacturers warranty and SHopSolar offers free lifetime support. The inverter is a discontinued item. My system has been down and all I get is that they are looking into it. I contacted the *** and he stated this is a warranty claim. I even stated I was willing to buy a new inverter just so i can get power restored to system. no response to that offer. I just want them to help me get my system working again.

  Business Response

  Date: 12/19/2023

  Hi there,

  we apologize that there has been a delay with RMA.  I do see however that on December 8th of 2023 our team offered to upgrade you to the newest model of your inverter which you have accepted.  

  If this is not the case please reply to our team and they will continue to support you on this case.

  Thanks,

  ShopSolar Team

  Customer Answer

  Date: 12/19/2023

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:09/15/2023

  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 purchased a solar generator from this company in spring 2022. It worked fine until April 2023. I added an extra battery. A few weeks later batteries wouldn't fully charge. **************** on website is lifetime, part of why I chose this company. Got amazing help, needed calibration. Problem solved I thought. Every few weeks had to calibrate again. I live off grid, website says great for off grid. Well, calibration takes 5 hours to charge from 0 to 100% on electric. Then discharge which living off grid takes hours. While charging to 100% nothing can be plugged in. So you have to run a gas generator ot keep refridge on while charging 5 hours. And you have to do this 2 to 3 times. This started having to be done every few weeks. Contacted customer service and got the run around for 3 weeks when I asked why I constantly had to do this. They asked me on the 3rd week if I had calibrated it. Thats why I emailed to find out why I have to keep doing it and they're asking me to do it again. I was frustrated and said it's fine I'm not doing it again, gave up. In the last almost 6 months I've had to calibrate more than a dozen times. Costly on time and gas. Now I contacted a again a few weeks ago about a firmware upgrade messing it up immediately after. It won't begin recharging after reaching 100% and starts Discharging it should kick back on and begin charging. It won't without unplugging solar and re-plugging in again until losing 8%. The batteries are charging each other. There's been nothing but problems since April. The person supposed to be helping me a few days ago asked if I upgraded the firmware. Thats why I emailed. I already did and it messed up everything and now I'm asked if I updated. As if no one reads messages. Tried to contact someone else and no one answered. Asked for someone else, refused. Now days and no answer on how to fix. Since April I've had no help and the run around. Over 150 plus emails and no help.

  Business Response

  Date: 09/21/2023

  Hi There,

  I apologize you have been experiencing issues since receiving your second unit.  I can see our team is actively working on your case with the manufacturer trying to resolve the issue.  The last email communication with the manufacturer was yesterday Sept 20th.

  As soon has we have come to a resolution with manufacturer our team will contact you. We are truly sorry for this delay but rest assured we will resolve this.

  Kind Regards,

  Customer Answer

  Date: 09/21/2023

  Your customer service told me there was nothing wrong with my unit. I went around you and contacted the manufacturer myself. Since telling your customer service that the manufacturer told me directly that it needs repairs and is working directly with me to solve the problem your customer service says there is nothing wrong with, I've heard nothing from them. I'd rather work with manufacturer who answers my questions and so far has been honest. I repeatedly asked for supervisor or someone else and was refused. Weeks of no answers and then told nothing wrong was dishonest. Manufacturer customer service took one week to tell me it needs repaired. I'm not satisfied. Waste of time and money, causing severe stress and no help. 

  Customer Answer

  Date: 09/21/2023

   
  Complaint: 20588272
  
  I am rejecting this response because: Your customer service told me there was nothing wrong with my unit. I went around you and contacted the manufacturer myself. Since telling your customer service that the manufacturer told me directly that it needs repairs and is working directly with me to solve the problem your customer service says there is nothing wrong with, I've heard nothing from them. I'd rather work with manufacturer who answers my questions and so far has been honest. I repeatedly asked for supervisor or someone else and was refused. Weeks of no answers and then told nothing wrong was dishonest. Manufacturer customer service took one week to tell me it needs repaired. I'm not satisfied. Waste of time and money, causing severe stress and no help. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 10/17/2023

  Hi there,

  Since this complaint was filed we have since refund the customer for the damage unit and resolving the issue.  Please the attachments above.

  Thanks,
  ****