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:10/03/2024

  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.

  On 9/11/24, a sale representative came to my home and tried to sell me their solar panel system. He asked me to sign some documents but he didn't explain the details of any documents and he didn't give me enough time to review them. He just said that was the loan application and I have no obligation to consult with them and do a roof survey with them. I clearly told the representative I am still searching for a final solar provider so I am still shopping around. The representative agreed me to do so. On 10/2/24, I decided to not to install any solar panel from this provider and they sent me an voice of $1000 for site survey, permit package and engineering. The manager told me on the phone they will send me a $4000 invoice later. They only did the site survey, but that is usually free for any other solar provider in the industry. But no one can prove they have done any permitting and engineering because they haven't sent me anything. No panel have been installed at all. Therefore, what they have done is basically a scam

  Business Response

  Date: 10/03/2024

  Hi all, 

  ** ****** signed a legal binding agreement with our company and then scheduled a site survey with our technician. Our technicians actually came out to the house twice, first on sept 16th and then again on sept 24th. At which point he was very happy with how his project is being handled and there was no further mention of him shopping around anywhere. We then proceeded to create the engineering plans and submit the permit. I attached a screenshot of the ACP5 being submitted and I have also attached the engineering plans that were created. We then called the homeowner to schedule the installation for October 25th and sent him a copy of the plans. At which point, there was again no pushback. Last night, the homeowner called in to one of the sales representatives and said he is shopping around. We said that is no problem however we already have an installation date and have ordered the materials, along with other costs that are involved. So if we have to cancel the install, we will have to charge a $1,000 for all the work that has been already done on the back end. This is also stated in the signed agreement, which we also provided the audit trail of him signing. The homeowner also signed loan documents. If you look at the time stamp, the homeowner is way past his 3 day cancellation period. Furthermore, there was no mention of any $4,000 following the initial invoice. However we did send the homeowner an invoice for a $1,000 to be paid for all the work that has been already completed. 

  Thank you for your time and I hope you will be able to help us solve this matter! 

  Customer Answer

  Date: 10/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I dont think the contract is legally binding because it contains mis***resentation. First, when the sale **** ***** ******, asked me to sign a document, he never mentioned thats a contract, he only mentioned that is a ******* loan application and I am not obligated. Second, after the sale **** presentation and before he asked me to sign anything, I clearly told him I am still comparing different solar provider and I am still shopping around for the best solar option. And he understood and agreed that. I am attaching email screenshots to prove they were trying to beat the other providers price, which basically mean they clearly understand that they are not my only option. If that contract is legally binding, they dont have to beat others price, they would just request me to enforce the contract. Third, the cost of a 10-panel system, in amount of $27102, which is obviously higher than the industry average. Therefore, that will be considered materially misleading.
  And they never told me that they submitted the permit and ordered material and I didnt ask them to do so either. The sale *** only texted me the design screenshot after I requested it on 10/2/24 but they never showed the proof that they have submitted any permit application. Site survey is usually free and I have done that with other provider before, I didnt go for that provider because they can only give me a small solar system. Green Plug said they came to my home for site survey twice, but that was unnecessary and that was a mistake they commit. Because the technician brought a short ladder to my home and he couldnt reach the roof safely, he has to come back again. Based on the truth and fact I have provided, that contract is misleading and should be canceled. No bill should be sent to me.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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