Complaints

This profile includes complaints for Surf Clean Energy Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Surf Clean Energy Inc.

  1 Cross Island Plz Ste 222 Jamaica, NY 11422-3455

  
• 

  Surf Clean Energy Inc.

  275 Marcus Blvd Unit H Hauppauge, NY 11788

  

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:02/17/2025

  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.

  I paid Surf Clean Energy *** $4500 on 6/10/24 for work that was canceled because they took too long to get approval from ConEd. I also paid $30 for stop payment on a check they lost. I asked for a refund, but I never got it. The $4530.00 was not deducted from the final cost of solar panels which was $12,485.45. Then I get a bill from *********************** for $13,602.00. I've gone to their offices in ******************** and ********************************* and there are no offices there. The offices don't exist.

  Business Response

  Date: 02/28/2025

  We have made multiple attempts to contact *** ****** at the number provided; however, each time, we receive an automated message indicating that the customer is unavailable. *** ****** is welcome to call our main line at ************, which is monitored 24/7 by our answering service, to provide an alternate number or a preferred time for us to reach him. We have thoroughly reviewed his complaint and have a resolution ready to discuss.

• Initial Complaint

  Date:02/06/2025

  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.

  Surf Clean Energy Company initially impressed me with its patience, attention to detail, and strong promises, which led me to choose it over other solar installers. However, after completing the rooftop solar panel installation in early December 2024, they abandoned the remaining work, including upgrading the indoor electrical panel, installing the meter, circuit breakers, grounding wire, and obtaining Con Edisons final approval. Over two months have passed with no progress. Emails and messages to the project and general managers go unanswered, and calls are ignored. Even the friendly salesperson who first assisted me now occasionally responds with empty promises of follow-up.The reason is simple: they have already received or are about to receive full payment. I paid $30,000 in cash, and the remaining $10,000 from the ******* ***** is supposed to go directly to them. Despite leaving the project unfinished, they no longer care because they have secured payment. The enthusiasm and friendliness they displayed while competing for the contract have completely vanished. Now, instead of the customer is king, it seems that the companyhaving received full payment while leaving the job unfinishedis the *************** the company's terrible service and its drastic change in attitude toward customers, I will not only file a complaint with BBB but also report them to *******. If the $10,000 has not yet been disbursed, I will request that the payment be put on hold until all work is completed and passes inspection. If it has already been paid, I will urge ******* to recover the funds and redirect them to another company willing to complete the remaining work. I also hope guys learn from my storyalways w.ithhold a portion of the payment until the job is finished. Additionally, I noticed a complaint from another customer dated 07-15-2024, describing an identical experience. It appears that this companys appalling treatment of customers is a long-standing practice.

  Business Response

  Date: 02/27/2025

  We have been in direct communication with the *** *** regarding the delays, which were primarily due to permitting requirements and necessary Con ****** inspections. Additionally, the project required a significant amount of electrical work, further impacting the timeline. To ensure compliance and customer satisfaction, we are going above and beyond by performing additional work to bring the property up to code.

• Initial Complaint

  Date:01/17/2025

  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.

  i signed a contract with **** on 10/11/2024 with a quote promised to pay a certain amount every month.they never call me. i call every month with an estimated time of installation. they apologize and tell me someone else will call me with an update. No one calls. i am now waiting

  Business Response

  Date: 01/24/2025

  It is my understanding that *** ***** has since spoken with our Sales Director, *** *****. A new site survey was conducted and the project is in process. We will reach out to determine next steps once we receive ******* approval for the appliance upgrade. Thank you for your continued patience!

  Customer Answer

  Date: 02/24/2025

  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 received a call after the bbb complain, I received a call from the surf Rep, John, in 1/25. He says he will install a new roof on 2/1 and schedule a solar installation after the roof. He said to call him in a couple of days to follow up. I did. On 1/29 I call him to confirm for 2/1, **** answers screaming “can’t you see I am sick. What do you want. I am on my death bed.” I said if this is company why aren’t there any other sales person to follow up on my instillation. He screamed more than hung up. I have been receiving other calls from his coworker regarding NYSERDA wanting to replace my dryer, but no roof or sola installation today is 2/18.
  >
  > My goal is to make people aware of what is going on before signing up with this company. 

  
  

   

  
  

   

  
  

   

  
  

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

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

  Business Response

  Date: 02/27/2025

  We have recently had a productive discussion with *** ****** and we have reached a mutual agreement to terminate our agreement. Both parties are satisfied with the resolution.
  

• Initial Complaint

  Date:12/03/2024

  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.

  Clean surf energy salesman promise I would only be paying not more than $200 monthly on my loan but as of today I'm paying double and the salesman stated on my loan that I wa making up to $100,000 a year as my salary when I only make ****** a year, he lied on my application to get the loan approved, ****** which gave the loan said I was still responsible for this loan.

  Business Response

  Date: 12/23/2024

  Over the past 12 months, **** implemented a new leadership team and taken significant steps to ensure our sales practices are transparent and fully aligned with our customers' best interests. This includes addressing any instances of misrepresentation or unethical conduct, and weve made changes to our team as necessary to uphold these standards.
  Regarding your concern about the federal tax credits, our agreements clearly outline that customers have 18 months to apply the credits, after which the loan will reamortize, potentially leading to higher payments. We aim to ensure this is clearly communicated and understood during the process.
  We understand the frustration youve expressed, but its important for all parties to thoroughly review and understand the terms of any financial agreement before signing. We remain committed to improving our processes and ensuring a positive experience for all our customers. If there's anything specific we can do to address your concerns, we encourage you to reach out directly so we can assist further.
  
  

• Initial Complaint

  Date:11/20/2024

  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.

  I have been let down and disappointed by this company time and time again. Back in July of 2023 we signed contracts. The moment we signed the communication vanished. It took them 4 months to finally come and put my solar panels on after jumping through hoops. having the lack of communication emailing, calling, voicemails etc. after having the panels put on, my roof started leaking any time it rained. again terrible communication. After months of trying to contact the company to fix my roof they finally had someone come in to fix it. Which inconvenienced myself because I had to take off work. While all of this going on I am now receiving a service charge from **** monthly that I was not informed about. On top of my solar bill I am still receiving a monthly electric bill of $80+ very confused ****** fiance calls the owner of the company to talk about why were still receiving an electric bill and he tells her to sell the panels on ******** marketplace. They never told us when the town was coming for an inspection till the town called us the day before and we couldnt schedule for ****** to be there. Surf clean was supposed to reschedule and never did. I had to call the town my self, and then when the town did come, it still hasnt passed inspection. Very unprofessional if you ask me. We have expressed to the owner and complained time and time again and nothing has been done. They lack professionalism and communication. Theyre disgusting and a terrible company. We got conned into this and screwed over

  Business Response

  Date: 01/15/2025

  Over the past 12 months, **** implemented a new leadership team and taken significant steps to ensure our sales practices are transparent and fully aligned with our customers' best interests. This includes addressing any instances of misrepresentation or unethical conduct, and weve made changes to our team as necessary to uphold these standards.
  We understand the frustration youve expressed, but its important for all parties to thoroughly review and understand the terms of any financial agreement before signing. We remain committed to improving our processes and ensuring a positive experience for all our customers. If there's anything specific we can do to address your concerns, we encourage you to reach out directly so we can assist further. ************.
  
  

  Customer Answer

  Date: 01/28/2025

  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 want the company to do right by us. I called today and spoke with someone because I was trying to give them the benefit of the doubt before coming back for another complaint. They passed my complaint to Tyler once again. I was told I can buy panels for the cost and it wouldn't be good business if they just gave us more panels. But it is good business to s**** your customers over? It is good business to take advantage of customers? Very confused with the response I got. I was asked to send my current electric bill when I have done that time and time again to ***** and nothing got resolved so what makes this time different? I have spoken to several other solar companies asking their opinion gave them all of our numbers and they were able to tell us ***** and his company screwed us royally. I want surf clean to add the correct amount of panels on my roof to cover the usage we were promised ON THEIR DIME. After going through my roof leaking my shingles coming off my roof and all the troubles we went through that is the least he could do considering I still have an outrageous electric bill. I expressed how I am unhappy and dissatisfied with my solar their customer service the production and my overall experience and just want the panels off my roof and now I am being told to contact sun nova to void my contract that surfalean has nothing to do with it. Surfclean is the one that we sat down with for the solar panels. I called sun nova and they were confused why I was told to contact them. I expressed how I am very upset and frustrated and they asked me if I have a battery because I should have a battery that at night my solar isn't working and I am using power from pseg. I was never told I needed a battery when dealing with Surfclean. MAKE IT MAKE SENSE. I was told by surfalean I will bank solar and since the panels have been on we have not banked anything. Terrible business.. No one should ever have to go through this. 

   

   

   

   

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

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

  Business Response

  Date: 02/28/2025

  After extensive monitoring, we have confirmed that the solar system is operating as designed and meeting the production requirements outlined in our agreement. Any increase in ********************** bill is likely due to higher household energy consumption exceeding the systems designed capacity. One potential solution would be to add a battery to store energy for use during peak hours. If any other issues arise, we are happy to assist and can be reached 24/7 at ************.

• Initial Complaint

  Date:07/31/2024

  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.

  This company put a new roof on my moms house, they were asked not to damage the dish tv so it could just be put back and used again. But when the DIRECTV guy came he said they broke the dish and he had to install a new one and it cost $150. I asked Surf Clean Energy if they would reimburse my mom for the tv service, and was told they would I text Surf Clean Energy a copy of the receipt and now I am getting the run around. It seems no one in the company wants to take responsibility. My mom is a senior and they are taking advantage, it was unnecessary for them to damage her dish all they had to do was take it down not throw it to the ground and break it.

  Business Response

  Date: 08/20/2024

  ***** - As per our phone conversation, we will be mailing you a check for $150 to reimburse you for the ********* dish and apologize for any inconvenience. 

  Best,

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

  VP, Business Development

• Initial Complaint

  Date:07/15/2024

  Type:Customer Service 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 the solar panels installed with the surf clean energy company on October 2023. The initial communication with them was ok however since the panels have been installed I am not able to communicate with them to finish their job. I called them multiple times and every time I am told someone will call back but no one does. This has been going on for months. The company hasnt finished their job. They need to close the building permit and file for tax abatement so that I get the reduction in property taxes for 4 years. However they are not even answering my phone. I need someone reliable from the company to contact me so that they finish the job and I am able to apply for tax abatement. The people that communicated with me before installation are not answering my calls.

  Business Response

  Date: 07/18/2024

  Dear *****, 

  I apologize for the poor communication. I have asked one of our *********************** representatives to reach out to you and help resolve your issues. If you dont receive a timely response, please email me directly. ********************************************

  Sincerely,
  *******************
  VP, Business Development
  Surf Clean Energy
  
  
  

  Customer Answer

  Date: 07/24/2024

  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.
  
  The business is working on closing the permit and submitting all required documents to the state. Since this will take some time I will close the matter at this time, however if business stops responding to me again I will open the complaint again

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

  
  

• Initial Complaint

  Date:05/28/2024

  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.

  In 2023, we talked to the company, Surf Clean Energy, to implement solar panels. At first we didn't want to go forward with their deal because the prices were too high for us but salesperson, **** ********* came back and promised a cheaper deal. Saying a one time payment of $37, 832 would be cheaper because we would get $15,198 back from the government as tax rebate but we had to give $3,500 first as deposit. This was suspicious so we checked this over with multiple accountants but was told that we wouldn't get this back as a rebate and only as tax credit. We wanted to cancel and get our deposit back, but **** refused and offered us a cheaper deal where we would pay $155.24 for 18 months. After 18 months, we would pay ******. However, the payments that we have to pay now is $227.80 after 18 months. She lied to us. We were promised that we would only have to pay PSEG $12 every month, but it has now been raised to $24. Further, we were promised a $20,094 cashback when that was not the actual amount that we were going to receive back. We checked multiple reviews of other victims that worked with this company and we were not the only ones who were lied to.We tried to resolve this issue with the company, multiple times to either lower our monthly loan bills or to take back the solar panels. The CEO, ***** ******, came over and told us he wanted to help us decrease the prices we would have to pay. He told us **** Perligin was a liar multiple times and that she doesn't work at the company anymore.When he came over we were given another deal, we would pay $169.99 per month for 25 years, however, this was a lie as well. We were only made aware after we signed the contract that this amount would not stay consistent. We're not fluent in English and were not provided with translation help or clear explanations of the contracts we had to sign. To try to resolve this issue, we tried to call the company multiple times but they don't answer to any communications with us anymore.

  Business Response

  Date: 06/10/2024

  Dear **** ** ***,

  We appreciate your feedback and the opportunity to address your concerns. We sincerely apologize for any misrepresentation by past employees, and we want to assure you that those individuals are no longer with Surf Clean Energy.
  Our CEO, ***** ******, made efforts to switch your agreement from a purchase to a lease to help reduce your costs, which you initially agreed to. During the verification call with the lender, it was clearly stated that your lease agreement includes an escalator that will increase your solar rate each year, a standard practice in the industry.
  In our commitment to resolving this issue, Surf Clean Energy has offered multiple solutions to reduce your financial burden. These include lowering your monthly payments through a lease option or offering a discounted cash price to lower your total cost of ownership. Unfortunately, these proposals have not been accepted.
  We remain dedicated to finding a solution that meets your needs and are open to continuing the conversation to reach a satisfactory resolution. Please let us know how you wish to proceed. I can be reached at ************** or ********************************************************************.

  Thank you for your understanding and cooperation.

  Sincerely,
  

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

  Customer Answer

  Date: 06/10/2024

  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:

  [Your Answer Here]

  There are many dishonest claims made in your response. There were only one attempt from the CEO, ***** ******, to give us a solution not multiple times like you claimed. The other "attempts" were from a fraudulent salesperson, ****, to which you guys told us personally was a scammer. Our initial total was $67,033.74 and the new plan that was supposed to "lower" this price (the plan that ***** ****** gave) would total us $73,299.84. This is way higher than what was initially going to be charged and definitely not a solution to our problem. ***** ****** was not transparent on what the prices would be in the future and was not clear on the total later on. This is not only a problem we have faced but many others have as well from your company. When ***** ****** came over the first and only time to discuss the new contract with us, he rushed through the contracts without actually showing me and my husband the full contract, he took my phone and clicked next without discussing anything with us properly. We only found a problem with the contract when we were allowed to properly review when I personally printed it on paper form. The email version did not show everything properly. When we called ***** ****** about this, he became defensive about it. Our attempts to reach back to Surf Clean *** afterwards were ignored and the company refused our calls. Initially, we invited the CEO to resolve the issue about the cash rebate we would receive back ($20,094) but this problem was not solved at all either and now we're given a different problem. 

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

  
  Sincerely,
  
  **** ** ***
  
  
  
  
   
  

  Business Response

  Date: 04/03/2025

  I am assuming this is an error on the part of the customer as she has acknowledged receipt of the check and her deletion of the review via email. See attached. Thanks! 

  Customer Answer

  Date: 04/08/2025

  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,
  
  **** ** ***
  
  
  
   
  
  

• Initial Complaint

  Date:05/22/2024

  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.

  1. On 6/28/2023, I signed a solar agreement with Surf Clean Energy for a system size of 10,800KW producing 9,602KW per year. Instead, a 10.94KW system was installed producing 9,342KW per year. This was a breach in the agreement according to section 9 of the agreement, it states that modifications to the work be executed only when both the owner and SCE have signed a contract change order. I was not told that another system would be installed prior to the install, and instead I was presented with a new agreement to sign for the new panels AFTER the installation was complete.This was not only a breach in the agreement, but also bad faith business practice. I notified the Contractor of the breach, & asked them to remove the panels & cancel the loan agreement.They refused, and asked me to pay a $14,500 fee to remove the panels & cancel the loan agreement.2. Since going Solar, I'm now paying more a month for the ********************* For example, In Nov 2023, I paid $187.05(solar finance) + $58.01(PSEG) = $245.06. In Dec 2023, I paid 187.05(solar finance) +$69.46(PSEG) = $256.51. Compared to Nov 2022($185.84), Dec 2022($185.97).Before I went Solar.3. The majority of the panels were installed on the north side of my roof which has little to no benefit from the sun. I learned of this after the fact. If the contractor(Surf Clean Energy) had my best interest in mind, they would not have advised I installed panels on the north side of my roof.4. The panels were installed near the edge of my roof and might be a violation of the building code the requires 3 feet distance to the edge of the roof.Note***The amount I paid the business is the value of the contract I'm paying over 25 years.

  Business Response

  Date: 05/23/2024

  Dear ***************************-*****,
  
  Thank you for bringing your concerns to our attention through the Better Business Bureau. We appreciate the opportunity to address each of your points and provide clarity on the situation.
  
  1. System Size and Installation Agreement: We understand your concerns regarding the change in system size. The discrepancy arose due to an unexpected change in supply from the manufacturer. In good faith and to avoid delays, we installed a 10.94KW system, which is slightly larger and more robust than the initially agreed 10.8KW system, at no additional cost to you. We believed this adjustment was in your best interest and aligned with our commitment to delivering efficient and reliable solar solutions. 
  
  2. Increased Monthly Payments: It is not uncommon for new solar installations to result in initially higher combined costs, especially during winter months when solar production is lower due to shorter daylight hours and lower sun angles. As we move into the summer months, you will likely accumulate energy credits from higher production, which should offset your electric bills over the year. This seasonal fluctuation is a typical characteristic of solar energy systems. We encourage you to monitor your systems performance over a full year to see the balanced financial benefit.
  
  3. Panel Placement: While it is ideal to place panels on the south side for maximum sun exposure, limitations such as roof space, shading, and structural considerations sometimes necessitate installations on the north side. Modern solar panels are still effective on the north side, and this was done to meet your energy needs comprehensively. Our goal was to maximize your energy production within the constraints of your property.
  
  4. Building Code Compliance: All installations are conducted in strict accordance with local building codes and regulations. The placement of your panels was inspected and approved by relevant authorities, ensuring compliance with safety standards. This includes maintaining required distances from the roof edge, and we would not have received Permission To Operate (PTO) from the utility company if there were any code violations.
  
  Thank you for your understanding and for choosing Surf Clean Energy.
  
  Sincerely,
  
  *******************
  ** ** ******** ***********
  Surf Clean Energy

  Customer Answer

  Date: 05/27/2024

  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:

  The response completely neglects the breach in the agreement. Modifications to the work were not agreed upon in advance to the installation, which voids the agreement/contract. The 2nd contract was presented to me to sign AFTER the installation was complete, and still remains unsigned. The agreement is void, which is why Im requesting the refund & removal of the panels. 

   In regards to the costs of the panels, the sales rep **** promised me immediate savings & even more savings during the summer months. Instead this has cost me more. **** is suspiciously gone from the company shortly after the 2nd agreement was not not signed. He also promised me a critter guard to be installed with the installation, and that was never done. I now have pigeon nests under the solar panels in addition to constant chirping of the pigeons during the day. 

   Regarding the positioning of the panels, what percentage of energy am I getting from the panels that are facing the north side?

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

  
  Sincerely,
  
  ***************************-*****
  
  
  
  
   
  

  Business Response

  Date: 07/18/2024

  Dear *** ************************************ you for reaching out again regarding your concerns. We understand the importance of resolving this matter to your satisfaction.
  After careful review, it appears that we have diligently fulfilled all obligations outlined in the agreement. As previously discussed, the system installed not only met but exceeded the specifications outlined in the plan you approved. Unfortunately, the terms of our contract do not necessitate the removal of panels or issuance of a refund.
  We remain committed to providing exceptional service and ensuring that our customers are pleased with their experience. While we regret any misunderstanding or inconvenience caused, we must adhere to the terms both parties agreed upon.
  
  Best regards,

  ***********************
  ***
  Surf Clean Energy

  Customer Answer

  Date: 09/13/2024

  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:

  Hi BBB,
  
   
  
  I received a message stating that my case was closed. Looking at the message, it appears that I had a timeframe to respond, and did not meet it. 
  
   
  
  In the last message I posted, I stated:
  
   
  
   "I haven't heard back regarding my last message since May, and it's July & none of the questions or points were addressed in the last response.  
  
  How can we escalate & expedite this matter? We're not making any progress."
  
  Unfortunately the business kept avoiding the questions, and did not offer any resolution. Additionally, this back and forth wasn't yielding any progress, which I why I mentioned in my last message, how do I escalate & expidite this matter. 
  
  Please let me know which next steps can be taken so I can find a resolution to this unsolved matter.
  
  Thank you,
  
  **************************************; 

   

   

   

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

  
  Sincerely,
  
  ***************************-*****
  
  
  
  
   
  

• Initial Complaint

  Date:05/07/2024

  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.

  On March 14, Surf Clean Energy commenced the installation of solar panels on my roof without providing me with the blueprints for review. Upon inspection of the blueprints, I discovered that the panels were intended to be installed on the front of my house, despite my explicit instructions to the contrary during prior discussions.After a lengthy discussion with a representative named ****, we agreed on an alternative placement for the panels. However, the installation process was riddled with delays and miscommunication. The crew did not show up until noon on the following day, and during the installation, they insisted on placing a panel on the side of my garage, contrary to my objections due to safety concerns and the aesthetic impact on newly installed siding.Upon escalation to another representative named ***, we reached an agreement to relocate the panel to the back of the garage. However, upon subsequent inspection, I discovered that the installation crew had cut a significant portion of the 2x4's, compromising the structural integrity of the structure.Despite assurances from *** that the issue would be rectified, there has been a complete lack of follow-up and resolution. Multiple attempts to contact *** for updates and to schedule repairs have been met with silence or empty promises of action that have not materialized.This level of negligence and disregard for customer satisfaction is unacceptable. Not only has Surf Clean Energy failed to fulfill its contractual obligations, but their actions have also resulted in potential safety hazards and damage to my property.I request immediate intervention from your office to compel Surf Clean Energy to address the outstanding issues with the installation of the solar panels and to provide appropriate compensation for the inconvenience and damage caused.

  Business Response

  Date: 05/10/2024

  We apologize for the delay and ********'s continued patience in resolving this matter. We have since been in touch with ******** and have scheduled a service appointment for Thursday, May 16th at 8:30a to make the necessary repairs.