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:07/08/2024

  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.

  Solar system was installed last year. Company has refused to give us access to Solar Edge to monitor our solar system. It's been a year of requesting it and we get minimal responses. Everbright can not help us, they said the installer has to set up an account for us.

  Business Response

  Date: 07/23/2024

  Hello *******, we are sorry for your misunderstanding.

  Our records show your system has been installed for over a year and that your inverter setup was already completed last year at PTO when we turned the system on. We received the first communication from you and ***** about your monitoring just last month. Our software shows the inverter is reporting intermittently which may be due to lack of your in home Wifi Signal. We are in the process of finding a solution so you can more accurately monitor inverter production.  Keep in mind your Nevada energy utility bill will also show production delivered to them on your monthly statement. We have been working on the issue since you reached out just last month and have never refused service of your system. 

  Customer Answer

  Date: 07/23/2024

   
  Complaint: 21949910
  
  I am rejecting this response because:

  First of all, you can't even get our names right. Its ****** and ******, Not ***** and ********. We attempted to resolve this issue last year, all we received was the run around and were constantly told to use the ********* app. We have correspondence between us documented. The system was never gone over since completion of instillation. We kept wondering as to why we weren't granted access through our inverter to see production. to find out the contract that we signed was for a Solar Edge controller and not the Alibaba Growatt that's on our home. Our previous home had Solar Edge so we are familiar with the monitoring setup. Upon further investigation the inverter that was installed on our home is $1,100 off Ali ******** vs the contracted $4,000 plus Solar Edge.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/05/2024

  Hello ******* after reviewing your account we see there is a service request in for an extended range *********** and antennae as your Wi-Fi does not meet our range requirements to reliably monitor your system. Monitoring is active but intermittent as your  Wi-Fi signal is too weak to complete our routine system updates which are causing these monitoring updates. As mentioned before we completed this system last year along with the online monitoring portal and just approximately one month ago you and ****** reached out as you then notified us that you did not have access to your system monitoring .  We expect to have the equipment in 1 to 2 weeks and will update you once we have the equipment on hand. 

  Also please forward your most recent power bill to ************************************ at your earliest convenience so we can review the production of the system compared to energy delivered to NVE as even though your system monitoring is intermittent your system is full functional and showing as expected production without error. 

  Customer Answer

  Date: 08/09/2024

   
  Complaint: 21949910
  
  I am rejecting this response because:

  First of all you guys are claiming this was all done last year during the **** which never happened. Once you were paid we were ghosted. You were asked multiple times last year to let us have access to our monitoring with solution. June 3rd, 2023 4:35pm we asked for app to monitor the solar. Response was June 4th at 11:58 am and said what's your Wi-Fi code and password? Responded at 12pm with information and never heard back. We reached out to *******, she stated she would get with ****** and get it situated and transpired yet again nothing  ever happened.  In July I called his father, he said ****** was sick and to wait for him to get back. When ****** got back he asked for the same info what's your Wi-Fi and password, yet again zero resolution after this phone call.  This was in July of 2023. We have never been told what app we would even use to monitor it. Everbright keeps telling us we need to download the Solar Edge app and our installers will have to create our account.  So for you to claim this is the first you have heard of it is inaccurate. Our signed contract shows Solar Edge inverter, which we are familiar with from our previous home and we experienced zero issues with that system. Seems to me the Growatt you did the old switcharo with is the issue. We do not want an antenna mounted on our house, but instead would like the Solar Edge inverter we signed for.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 09/10/2024

  Hello ******* according to our records ****** reached out in June about monitoring which was the first time we have heard of a monitoring issue since we sent the original Growatt monitoring email. Before that our portal showed that the invite email had been sent to create an account to the email on file but was not set up.

  To resolve this issue we have gone above and beyond and swapped the inverter out to Solar Edge so you can use the solar edge monitoring via a cell card for your system. You and ****** were sent a monitoring invite and we have confirmation that your system is on and fully operational. 

  Customer Answer

  Date: 09/10/2024

   
  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:04/04/2024

  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.

  Last July we paid more than 70K to Straightline and we are still not connected to NV Energy grid. Our representative is not returning our phone calls. Hi name is ******* and he was very responsive until he got out last payment . Now no one care to finish the job. Also they dropped a solar panel on our front porch during installation and a damage occurred. We have it on our CC camera. We need action taken against this company immediately. They are not to be trusted!

  Business Response

  Date: 04/04/2024

  Hello ****** this is ***** with Straight line. We see you have reached out regarding your solar installation. I tried calling you at the supplied ************ and one of our team members left you a message. That is not the number we currently have on file and the number we have on file says it is no longer in service. ******* is no longer working with Straightline Solar Group so we have been unable to contact you. Please give us a call back at your earliest convenience. 

  Customer Answer

  Date: 04/19/2024

  ****** from Straightline Power reached out to us and hopefully the issue will be resolved eventually. Next step is, seems like, putting in cables to connect the panels to the invertors.

  We'll be expecting to have a date when the solar installation will be connected to NVEnergy grid. Progress has been made, but the job is not done yet.

• Initial Complaint

  Date:01/18/2024

  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 had my solar panels installed and activated in July '23. They have not worked, my electric bill is the same as it was before they were installed. I contacted them in November to come and fix. They finally came out in January and said something was wrong with the software in the system and they would need to send out another tech. It has been a week from that point and have not heard an update and will not wait another two months for action to take place. It's already been 7 months.I was told to reach out to ***************************, who was my sales person, he has been unresponsive to both my emails and voicemails.

  Business Response

  Date: 02/19/2024

  Hello **** we are sorry you are experiencing this frustration and want to do everything we can to help you with your problem. We have reached out to you directly via email to do an in person site visit to verify system production. Your system is covered under manufacture warranty so if there is any issues we will be sure to fix or replace your equipment to get you back on the road to Solar savings! My records show we have you on the schedule for February 23rd 2024 for a site visit. 

  Customer Answer

  Date: 02/23/2024

   
  Complaint: 21164082
  
  I am rejecting this response because: ************ told me they scheduled a tech to come look at my system. It is end of day and no one has shown up or if they did, did not ring my bell to inform me of a fix or what next steps are. This is the second time they have told me they're scheduling someone with no one showing up.
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 03/06/2024

  Please close my complaint.

  Straightline has come out and fixed the issue with my inverter box and reimbursed me for past electric bills charged.

  Thank You.

• Initial Complaint

  Date:08/30/2023

  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.

  Let me start by saying that I have the same issue that the others that have dealt with this company are having. No communication!! Our representative ********************* was great up until the solar panels were installed. After that it took approx. 3 months of constant phone calls and text messages to Caled to get the panels activated by NV energy. Caled at one point told me to call NV energy. He said that as the home owner I could get an answer from them faster than he could. Once I called NV energy I found that a work order had not even been put in yet (3 months since install). Once I told ***** his response was like every other time. "let me get in touch with the team". The panels got activated quickly at that point. However moving forward the damaged my patio cover when installing ************ breaker panel. We do not know this until it rained and water came through the roof right where the new panel was installed. Also I have yet to be given access to monitor my solar output as promised. I have gotten really tired of the run around from ***** that I finally went to the office address listed for Straightline Power. Low and Behold it is a *** store. The phone number listed goes to an out of state answering service that knows nothing and cannot put you in touch with anyone. The second address that I was given took me to an industrial area of town and that building houses 25 different businesses. I went to each one and none of them had ever heard of straightline power. By the way my power bill has been increasing every month with no extra power useage. I dare ****** Grey to tell me that my panels are performing the way they should. Here is my response to that. Come to my house and show me my panel output. While you are there you can also give me access so I can monitor them as well. Mosaic the bank they use to finance everyone is also a fraud. They have no info. on this company. Come on ****** I am waiting for you.

  Business Response

  Date: 10/04/2023

  Hello ******* this is ***** with Straight line Solar Group.We are sorry for what seems to be miscommunication and we would like to recap things and help you with your issue. It seems that your independent sales representative ********************* worked with you on your system from sale to install.It looks like your system required a Main electrical panel upgrade in order to support your new solar system which was installed by a subcontractor of Straightline Solar Group LLC. Unfortunately, due to delays from yourself in bringing the property up to code we were unable to install your new main panel in the time frame you had requested due to your neighbors over grown tree it was unsafe and life threatening to disconnect the overhead power line and perform the main panel upgrade. NVE refused to perform the work until it was safe and offered to cut the tree free of charge. ************* was slow to react to trim the tree so according to ********************* from the records we have,said that you were going to trim the tree for your neighbor? We dont get paid until work is complete so naturally, we work as fast as possible to get the work completed. So free of charge we spent an entire day trimming you neighborstree to speed up the process to get your system turned on.
  Once your system had PTO or permission to operate, we promptly commissioned your solar system. However, there was an electrical issue with the board on your solar inverter. Typically, we do a warranty exchange which could take several weeks. We thought this too long so we instead provided you with a brand-new inverter at our expense to get you turned on ASAP. As far as the confusion on our location per the contract our mailing address is ************************** this is not our office or our operations warehouse location.
  Concerning the leak in your back patio where your main panel was installed. Our records show that the subcontractor who performed the main panel upgrade remedied the situation. If this remedy did not fix the issue or you believe there is still a problem, please feel free to email ***************************************** or email warranty claims to the ************************** per your contract so we can help however we can.
  Concerning your solar monitoring your system is showing it is on and producing and clearly states the production on the unit display. The usage and production can also be seen on your ******************* bill. For additional monitoring your independent sales rep who contracted Straightline to install your system should have provided you a link to access shine phone which is the app used to access your inverter. As far as production estimates and system size your independent sales rep ********************* sold you a specific system which we installed and is currently operational on your home. If your intendant sales rep is unresponsive, we can assign a coordinator direct from Straightline to help you understand your usage, production, and solar system in general.
  Concerning the financial provider for your loan *********** your project ID is ****************************. Your solar contract as well as your Mosaic loan have all been emailed to you and any questions can be answered by calling Mosaic at ************.
  We hope that this information will work to help resolve your confusion and solve the problem you are having. We have thousands of Happy customers and install new homeowners Monday through Saturday so we hope you can become one of our many satisfied customers. 

• Initial Complaint

  Date:02/09/2023

  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.

  I purchased solar Pannels last April I believe, every thing went well, electric bill starting to go down, with a few exceptions, I was told I need to store more power with NV energy, ok. I received an electric bill of $80.84 for this month and nv energy told me my solar Pannels were not producing enough power, I have tried calling straight line and ****** **** who was my sales rep, since I received my bill with no answer, called and called, called the *** no answer, only a leave message voice, NO ONE calls back, out of the blue ****** **** calls saying he has been sick, this is not the first time he has said that, There is no communication with this company, no assurance they will come and check, ****** did say he would send me a link so I can keep track on the update as to when the guys will come out to check, guess what it doesnt work, so in the mean timeI have to *****, not only pay the ******* that financed the pannels but NV energy. I wish I had never done this, and I most certainly wouldnt go with this company. I am on a fixed income and cant afford two bills.

  Business Response

  Date: 03/14/2023

  Hello ******** after reviewing your account we see that we have reached out multiple times to verify system production and review your solar utility bill to help you understand the billing structure. Our records show that we have received up to 15 calls a day back-to-back as well as text and emails all have been responded to. ************** was dispatched within a week to review system production in person despite our wireless monitoring showing no faults. We waived that service fee for you. Please see the text conversation between you and your sales rep. ************ dont see any errors or production issues as you can see from your attached power bill. As we reviewed with you over the phone and via text your system generates power on a yearly basis so while we offer system upgrades we would prefer you wait until you had a full year of usage. The last time we made contact you decided it was best to wait for a full year and review again if you were using more power and in need of a system upgrade at that time.  
  We would love to upgrade your system early if necessary if thats what you would like to do.
  Thanks! Your friends at Straightline 

• Initial Complaint

  Date:08/11/2022

  Type:Delivery 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.

  ****** the Sales Rep came out to talked to me about solar, I explained that I wanted a patio cover with solar panels verses the roof panel. I also explained that if they built the cover they would have build an extension that would cover the patio sliding doors, they agreed that they could build this as well. ****** sent out his contarctor ******* which measured and also agreed that he could build both. ******* explained that the extention would have to be built after the Solar panels were inspected, this portion was completed in May of this years and sense then , I have just been getting excuses from ****** why it's not done yet. At one point I wouldn't get any response from neither guy about finishing this job. I talked to ****** on Aug 2rd and he's still giving me excuses about the City is looking for more Document. Its been 4 months , i'm worried I will be left high and dry without solar. Note : This job did not start till May of ********************************************* the back yard and I have doucumentation to prove it.

  Business Response

  Date: 08/31/2022

  Hello ************************* after reviewing our records we show that ****** and ****** have contacted you and performed the Solar permit inspection in person with ***** the building inspector while you were home. According to the inspector ******* notes he is requesting a ground mount inspection which is different from what our correspondence with the building department shows as they originally requested a non-rooftop solar permit only. The building department has credited us for the permit difference and we have resubmitted and are awaiting review for final approval. As you know from speaking with ****** the inspectors aren't familiar with solar shade structures and solar frames so depending on the inspector, they want to see different things as they are not all on the same page. Thanks for your Business!

  Customer Answer

  Date: 09/01/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I say no because as a vendor that creates a product for the public, we put our trust in you to make sure everything is in place before you sell to the public. Yes I was there when the inspector came out but it's been months and I still don't have solar and don't know when or if I will get it pending the inspectors review. If he approves it great, let this incident be your learning point for those that will come after me. But let me say this in closing, the product is great and what I ask for, I just need this job to be done.

  Business Response

  Date: 09/14/2022

  Hello **** thanks for the kind words we are glad you are happy with the solar shade structure. We can't wait to get you turned on. As of today 9/14, your inspection is still under review with the building department. Solar shade structures are new to many inspectors in your area and while many projects are approved in a quicker manner your custom cantilever patio requires a longer review process. We originally submitted as instructed by the building department as we do on all of our other structures. Unfortunately, the inspector on site wants to see a different permit than we usually apply for. We can't wait until your turned on and producing power so you can refer neighbors and friends!

  Customer Answer

  Date: 09/15/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I understand that we are waiting on the inspector, I will not accept anything until this job is complete. what I don't want to happen is for me to accept this and you guys stop applying pressure on the city release the project. Get the power turned on and the project complete and I will accept.

  Business Response

  Date: 10/25/2022

  Hello **** thanks for reaching out again I completely I understand. We are awaiting that final permit as the inspector as well as the building department are both calling out different things. As soon as we have that resolved we will submit to NVE and get you turned on. I'm sure ****** already reached out with the good news about the reduced payment and increased tax rebate that you will be getting back with the new solar changes. We will keep you updated on commissioning of your system. 

  Customer Answer

  Date: 10/26/2022

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