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:09/06/2024

  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.

  In November 2020, we had solar panels installed by Buffalo Solar. In July 2024 we began having issues with our inverter box. It was making noise and we asked them to look into it. This involved multiple calls to the office, most of which went unanswered. In August 2024, we received a bill from ******** **** for $167+. This was for service from July 1- July 31, 2024. This was out of the ordinary and unexpected because we typically only pay the service fees (around $20), especially in the summer months when solar production is high. The inverter continued to make noise. We paid the bill. *** ***** **** **** showed we produced 1.38 kWh of electricity for July 2024. We paid the electric bill. More calls to Buffalo Solar. In September 2024, we received another bill from ******** **** for $210+ for electricity. We pay $109 per month separately for the solar panels, so this electric bill creates a financial burden. After speaking with ******** ****, they informed us that we produced zero electricity from our panels for the month of August 2024. Per the ***** **** app, which Buffalo Solar advises customers to use, we produced 1.1 kWh of solar energy for August 2024. More calls to Buffalo Solar, since they are the servicer for the panels. Buffalo Solar also used ******* Credits and state incentives to convince buyers to install the solar. We feel deceived and are now in a financial burden due to having solar panels that have a monthly bill and well as now being responsible for a monthly electric bill. These panels are still under warranty.

  Business Response

  Date: 10/09/2024

  Kevin, I am sorry we did not send this sooner.  I was hoping for a resolution from the Utility but they are still goin back and forth.  I have prepared a response and a timeline below for you records to show we were never out of touch with the **********.  They were extremely vocal with our answering service and mildly heated after the initial complaint with Ben and myself when we were interacting.  Money causes stress and I understand.  We took a lot of time to work with the ********* when we could have told them it was not our problem.  We normally would have charged them a truck roll and service charge when we went out to find nothing wrong. We felt that would have added to their stress.  I hope this response is  professional and helpful.   Let me know if you need anything else. 7/22/24 251 pm message with call center 7/23/24 re registered Travis on the ********* App7/30/24 103 pm message with call center  7/30/24 117pm note to ********* explaining the issue               348 note from ********* stating they fixed the problem updating Travis  7/31/24 427pm note to Travis to see if problem was fixed               504pm Problem fixed  8/1/24 315pm message with call center 8/1/24 317 pm inverter buzzing again 8/2/24 Case opened with ********* #****** 8/2/24 425 email to Travis to mention we are still waiting for answers from ********* 8/5/24 442 pm message with call center 8/5/24 506 pm followed up with ********* they pushed to Tier 3 notified Travis 8/16/24 957 am message with call center 8/21/24 1059 am Text from travis               11am response from Mary 9/6/24 824 email from Mary requesting bill 830 am message with call center    840 am text with bills from *******            916 am text from Mary to ******* 9/6/24 935 message with call center 957 am Travis didn’t know ******* was speaking to us and sent us the bills explaining the utility said they were not getting credit for their solar 10:05am  email from Mary Drafted an email on their behalf to the net metering department asked to schedule a time for our technician to come out and verify the solar is indeed working   1030 am Sent another email on their behalf to Utilities net metering department 9/9/24 837 am text from Mary to see if Ben can assess the problem            840 am response from *******             918 confirmation from Mary 9/11/24 11:51am Sent Bills to ********* 1227 pm text from Mary to Travis              1230 pm response from Travis 9/12/24 1221 pm ********* responded no issues with production 9/19/24 939 am Text from Travis 9/23/24 410 pm Text from Mary              411 response from Travis 9/27/24 216pm Text from Mary              222pm Response from Travis              238 pm request for phone call 

  Business Response

  Date: 10/10/2024

  Kevin, I am sorry we did not send this sooner.  I was hoping for a resolution from the Utility but they are still goin back and forth.  I have prepared a response and a timeline below for you records to show we were never out of touch with the **********.  They were extremely vocal with our answering service and mildly heated after the initial complaint with Ben and myself when we were interacting.  Money causes stress and I understand.  We took a lot of time to work with the ********* when we could have told them it was not our problem.  We normally would have charged them a truck roll and service charge when we went out to find nothing wrong. We felt that would have added to their stress.  I hope this response is  professional and helpful.  I have attached it below. Let me know if you need anything else.7/22/24 251 pm message with call center7/23/24 re registered Travis on the ********* App7/30/24 103 pm message with call center7/30/24 117pm note to ********* explaining the issue             348 note from ********* stating they fixed the problem updating Travis7/31/24 427pm note to Travis to see if problem was fixed             504pm Problem fixed8/1/24 315pm message with call center8/1/24 317 pm inverter buzzing again8/2/24 Case opened with ********* #5029588/2/24 425 email to Travis to mention we are still waiting for answers from *********8/5/24 442 pm message with call center8/5/24 506 pm followed up with ********* they pushed to Tier 3 notified Travis8/16/24 957 am message with call center8/21/24 1059 am Text from travis              11am response from Mary9/6/24 824 email from Mary requesting bill830 am message with call center   840 am text with bills from *******           916 am text from Mary to ********/6/24 935 message with call center957 am Travis didn’t know ******* was speaking to us and sent us the bills explaining the utility said they were not getting credit for their solar10:05am  email from Mary Drafted an email on their behalf to the net metering department asked to schedule a time for our technician to come out and verify the solar is indeed working  1030 am Sent another email on their behalf to Utilities net metering department9/9/24 837 am text from Mary to see if Ben can assess the problem           840 am response from *******           918 confirmation from Mary9/11/24 11:51am Sent Bills to *********1227 pm text from Mary to Travis             1230 pm response from Travis9/12/24 1221 pm ********* responded no issues with production9/19/24 939 am Text from Travis9/23/24 410 pm Text from Mary             411 response from Travis9/27/24 216pm Text from Mary             222pm Response from Travis             238 pm request for phone call