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Business Profile

Solar Energy Contractors

Smart Home Energy Source LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Solar Energy Contractors.

Complaints

This profile includes complaints for Smart Home Energy Source LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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Smart Home Energy Source LLC has 2 locations, listed below.

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    Customer Complaints Summary

    • 4 total complaints in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/10/2022

      Type:Order Issues
      Status:
      Answered
      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 company installed a solar system onto my home without a town permit and it's now been ***************************************************** approval from the authority having jurisdiction.

      Business Response

      Date: 04/05/2024

      Dear ***********************,
      We are reaching out regarding your complaint ID #******** filed in 2022 about the installation of a solar system on your home without the necessary town permit.
      We want to assure you that this issue was addressed promptly after it was brought to our attention. A permit was obtained back in 2022, and all necessary approvals from the relevant authorities have been secured to ensure full compliance.
      We sincerely apologize for any inconvenience this may have caused and appreciate your patience as we worked to resolve this matter. Please rest assured that this issue has been fully resolved and the job has been officially closed.
      If you have any further concerns or require additional information, do not hesitate to contact us.
      Best regards,
      ************
      Customer Service Team

    • Initial Complaint

      Date:10/04/2022

      Type:Order Issues
      Status:
      Answered
      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 signed a contract with this company for the installation of a solar panel system on my home. The contract was also for financing of $35,000. I have not had contact with this company for over a month and am unable to contact them. I fear they have taken my financing money and not provide the services contracted for. I hope the BBB can provide some resolution to this situation such as stopping the financing contract. Thank you.

      Business Response

      Date: 04/05/2024

      Dear *******************,

      Thank you for bringing your concerns to our attention with Complaint ID #********. We understand that this issue, which dates back to 2022, involved the installation of a solar panel system and associated financing. We want to acknowledge that this matter has since been addressed by our team at Smart Home, and we have had the opportunity to speak with you directly regarding this.

      Although this was a past concern, we believe its important to reiterate our commitment to your satisfaction and to confirm that the issue was taken care of. Our aim is to ensure that all our customers receive the quality service and support they deserve, and we apologize for any inconvenience you may have experienced during this process.

      If there are any further questions or additional assistance we can provide, please do not hesitate to reach out.

      Warm regards,
      ************
      Customer Service Team, ********************** Home

    • Initial Complaint

      Date:08/25/2022

      Type:Order Issues
      Status:
      Resolved
      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.
      Transaction Date: 06/22/2022 Type: Solar Panels with Installation DocuSign Contract Signed: Yes Issue: After cancelling the project I received an Invoice for $1500 on 8/24/2022 Explanation: During their beautiful sales pitch by ****, I agreed to proceed with the solar panel system. **** said to me that I can cancel anytime and that's why I signed it right away. After going back and forth with the price, they sent an inspector to check my home. Inspector said everything is good to go. I wanted a second opinion because I know my roof is not perfect, I had a feeling something is wrong. After calling a roofing company to inspect my roof the conclusion was that I need a new roof. There was a double layer of shingles there already over 12 years old. They started to crumble already. He even pointed out to me one leak by the skylight as well as a very concerning issue. The roof over our open concept kitchen, dining room and living room was sagging and pushing one wall outwards. To install the solar panels on this roof could have resulted in a catastrophe for my family. Why did Smart Home Energy Source LLC think it was safe to install solars on my roof? I'll never know. This was a classic sales push to trap the customer. I would have to pay out of pocket to them to come and remove the panels and to install them again after I changed my roof out. Complete scam. Please help. *************Resolve: I would like the Invoice for cancellation fee voided.

      Business Response

      Date: 04/05/2024

      Dear ****** ********,
      Thank you for reaching out to us and for bringing this matter to our attention through complaint ID #********. We sincerely apologize for any inconvenience and concern this past situation has caused you. Your satisfaction and safety are of paramount importance to us, and we regret any stress that this experience has brought into your life.
      Upon reviewing the details of your complaint regarding the solar panel installation project initiated on 06/22/2022, we acknowledge the concerns you raised about the condition of your roof and the potential risks associated with installing solar panels on it. Although your salesperson and installers were under different partnerships and no longer work with or for Smart Home, It's clear that the safety and structural integrity of your home should never be compromised, and we understand your decision to seek a second opinion, which ultimately led to the cancellation of the project.
      We appreciate your transparency in communicating these issues and your decision to cancel the project based on the professional advice you received. Given the circumstances you've described, including the discrepancy between the initial inspection and the subsequent evaluation by a roofing company, we agree that proceeding with the installation under such conditions would not have been in your best interest.
      As a gesture of our commitment to customer satisfaction and in acknowledgment of the exceptional situation you've faced, we have decided to void the $1,500 cancellation fee originally invoiced to you on 8/24/2022. Please consider this fee waived, and rest assured that no further action is required on your part regarding this charge.
      We are here to support you and address any concerns you may have.
      Thank you for your understanding, and we hope to have the opportunity to serve you better in the future.
      Sincerely,
      **** **
      Customer Service Manager
      Smart Home Energy Source 

      Customer Answer

      Date: 04/05/2024

      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 and the matter has been resolved.

      Sincerely,

      ****** ********

    Smart Home Energy Source LLC is NOT a BBB Accredited Business.

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