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:03/25/2024

  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.

  . Our purchase of a solar system from Soluma Solar, facilitated by ***********************, has left us in GREAT need of assistance. We are seeking support in installing the required application on our smartphones for monitoring the solar panels, as well as guidance on its usage. Furthermore, we were assured that side guards would be installed to prevent animals from getting stuck and causing a foul odor. I have attempted to communicate with your project manager, *****, through text messages, but unfortunately, he has not responded to any of our messages.We would appreciate it if you could provide us with a response to our previous request, as we have not received any callbacks or replies to the messages we sent to *****.12/7/23 - ***** sent me a text message asking for our Wi-Fi password without providing any explanation as to why it was needed.12/22/23 - I texted ***** to inform them that Mosaic is billing us for the solar panels. I also mentioned that we still need the information and instructions for the app. Additionally, *********************** at Soluma Solar assured us that side caging would be installed to prevent animals from getting trapped and causing a foul smell.1/12/24 - I reached out to ***** via text once again to inquire about the estimated time of completion for the solar job.1/13/24 - I sent a text to ***** requesting the side panels and app information.1/13/24 - I texted *********************** from Soluma Solar to inform him that the side guards were not installed. He replied stating that he passed the information to the current manager and that the manager would reach out tomorrow (which never happened).1/16/24 - I texted ***** requesting the side panels and app information, expressing my dissatisfaction with the service.1/26/24 - I reached out to ***** once more via text, asking about the app and side panels, and emphasizing the poor communication.2/22/24 - I texted *****, stating the obvious: the communication has been horrible.

  Business Response

  Date: 03/28/2024

  Soluma is a sales, engineering, and project management company. We are responsible for the design and permitting of solar systems for several contractors in ****** and other states. We are not the contractor for ************************ project, nor do we have the license to perform such work. The Contractor is Alpha & ************ Services dba Sunvolt (License # ***********, as per the contract and finance documents attached. We do not have a ***** in our staff, nor a ***********************. Despite our numerous efforts to reach out to the contractor on ************************ behalf, we have also been experiencing trouble with communication with the contractor. This complaint needs to be lifted with the correct party.

  Customer Answer

  Date: 03/28/2024

   
  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,
  
  *****************************