Complaints

This profile includes complaints for Kasselman Solar, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Kasselman Solar, LLC

  279 Broadway Ste 2 Menands, NY 12204-2755

  
• 

  Kasselman Solar, LLC

  3 Neptune Rd Ste A25 Poughkeepsie, NY 12601-5569

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:12/27/2024

  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.

  Solar array installed in 2018. Roof began leaking 11/26/24. KS promised that day to send a roofer to tarp over solar panels that were causing the leaks. Did not. After WE got our own contractor to tarp over, remove wet insulation and begin dehumidify the attic, KS now 12/27/24 wants to do a water test to see exactly where the leaks are, citing their contractual obligation to repair. The attic is full of mold, the sheathing is delaminating and it is beyond repair. Need a new roof. Btw, KS knew there was some mold in our attic in 2018, and admits they never told us and installed solar panels anyway. Am living with a temporary tarp because Kasselman has refused our request to remove the solar array so we can get a new roof and remediate the mold.

  

  Business Response

  Date: 01/09/2025

  Hello I am writing in response to the recent BBB complaint filed from the customer to Kasselman Solar. The customer reported a roof leak on 11/26/2024, and KS sent out someone to look at the site the very next day. While the customer stated we promised to send a roofer to tarp the area that day, our records indicate that one of our employees was dispatched on 11/27/2024, the next available date, to evaluate the issue. Upon arrival, it was observed that a third-party contractor had already installed a tarp and begun dehumidification efforts. KS then proposed a water test to accurately identify the source of the leaks and determine the extent of our responsibility under the warranty. While we understand the customer’s concerns about introducing water into the attic, a water test is a standard and effective method to pinpoint the source of leaks and ensure that repairs address the root cause. Without this test or direct observation of active leaks, our ability to fulfill our contractual obligations is limited. As it stands, the customer has requested that we hold off on the water test until this spring based on a recommendation from a 3rd party engineer whose report we are still waiting on to review. Regarding the presence of mold, KS acknowledges that photos from the site assessment show some evidence of mold in the attic prior to the solar array installation. As our scope of work focuses on the suitability of the roof for supporting the solar system, mold was not flagged because it was not as wide spread as it appears to be now. While it is not a disqualifying factor to installation, and while we are not mold remediation experts, we aim to notify our customers should there be anything of notable concern. The customer’s request to remove the solar array for roof replacement has been noted. While KS is committed to repairing leaks directly caused by our installation, broader roof replacement is beyond our current scope, and until we can perform a water test, we will not be able to determine our responsibility with the current situation. KS remains willing to remove and reinstall the solar array if necessary, subject to the results from our water test and approval from our customer to do so. Kasselman Solar has maintained communication with the customer since the initial report and is on site today to take further observations of the situation with the homeowner, although the customer wishes not to proceed with a water test at this time.

• Initial Complaint

  Date:10/11/2024

  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.

  Reinstallation of solar panels on 9/27/24 not completed. I have no access to the ***** system. I am unable to tell if all the solar panels are working properly. Work order ticket was to be submitted. I emailed my contact (Leo) on 9/30, left VM for him on 10/1. I have called the service number on 10/3, 10/7, 10/9. Was contacted by Sonia on 10/4 and 10/7 and was told that Leo would be in contact with me. It has been two (2) weeks, and I have heard nothing from Kasselman Solar. I have been presented with the remainder of the bill ( $697.25) which I am not paying until our solar system is up and running 100 %.

  

  Business Response

  Date: 10/14/2024

  Thank you for bringing your concerns to our attention. We sincerely apologize for any delays and communication issues you have experienced. Our priority is to ensure that your solar system is operating at 100%, and we understand how important this is for you.We have reviewed your case, and our team has scheduled a service visit for October 17, 2024 to complete the necessary work and verify that all panels are functioning correctly. During this visit, we will also ensure that you have full access to the ***** system, so you can monitor your system’s performance.We understand the frustration caused by the lack of communication, and we are taking steps to ensure that our processes are improved moving forward. Thank you for your patience and for working with us as we resolve this matter.Regarding the outstanding balance, we will work with you to ensure your system is fully operational before addressing the remaining payment. Please rest assured that your satisfaction remains our top priority.We look forward to completing the work on October 17th.Sincerely,Dave T**********Kasselman Solar 

  Customer Answer

  Date: 10/23/2024

  Kasselman Solar sent a technician out to see if he could get the ***** (solar reporting system) working on 10/17/24. It was determined that the equipment needed to be replaced. During the process of ordering new equipment directly through the manufacture (*******) it was brought to my attention that a "work ticket" that been initiated by KS in August for 4 micro inverters that was still listed as "in progress".  I asked if that meant that the new micro inverters were never sent, and I was told that was corrected.  I contacted KS on Monday, October 21st, and they confirmed that indeed, the non-working micro inverters were reinstalled on our solar array on September 27th.  I was told that they would need to send someone out to "troubleshoot" the issue.  It was my understanding that the bad equipment was already identified on August 15th.  I was contacted by KS later in the day (10/21) and was told I was put on their schedule for a site visit 10/30. I told them that this needs to be addressed sooner.  I have still not received either a call back or a repsonse to the email I sent them on October 21.

  

  Business Response

  Date: 10/28/2024

  Thank you for bringing this matter to our attention, and please accept our sincere apologies for the issues you've experienced. We fully understand the frustration that comes from repeated setbacks, as well as the gaps in communication that you encountered. We are truly sorry that our handling of this situation fell short of the professionalism and responsiveness that Kasselman Solar strives to deliver.From what you've described, the delays in diagnosing and resolving your system issues, compounded by miscommunication regarding the replacement of your micro-inverters, are unacceptable. We recognize that we should have kept an open line of communication, and we regret any inconvenience this caused. Additionally, the lack of follow-up on October 21 regarding your request to expedite service further underscores where our processes need improvement.I understand our team has been in touch with you to prioritize your system repair. Please know that we are taking steps to address these gaps within our service department to prevent situations like this in the future.Thank you again for your patience, and we are committed to making this right.

  Customer Answer

  Date: 10/31/2024

  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.  The work was completed today (October 31, 2024). The solar system is producing, and it is reporting correctly. Thank you Better Business Bureau for your assistance is resolving our complaint.
  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:09/04/2024

  Type:Billing 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 bought a solar panel system for my roof and was guaranteed a 3.49% interest rate. Once the deal went through my rate was actually 6.99%. I’m financing $25,000 for the job install/purchase so now that my interest rate doubled it’s costing me an additional $9,000 over the 15 year plan.

  

  Business Response

  Date: 09/05/2024

  Thank you for bringing this to our attention. We understand your concerns, and I’d like to provide some clarity regarding the financing terms and rates associated with your solar installation.Kasselman Solar cannot guarantee an interest rate for any client, as the final rate is determined by third-party lenders based on a variety of factors. Page 4 of the attached proposal clearly outlines that the interest rate is subject to change, which we disclose to all our clients upfront to ensure transparency.Initially, it seemed you were preliminarily qualified for a 3.49% rate based on geographic eligibility through the ***** **** ***** *** **** ******* program. However, during the loan application process, this changed to 6.99%, a decision made by ***** based on criteria we are not privy to. Once the 6.99% rate was determined, you still had the option to seek other financing or not proceed with the project in which you did not do.For your reference, I have attached a copy of the proposal, where the interest rate change is noted, and the executed contract in which we do not guarantee any financing terms for your review.We value your business and sincerely apologize that you experienced this issue, though it is beyond our control.Thank you again for bringing this matter to our attention.

  Customer Answer

  Date: 09/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  Kasselman Solar wrote that I had the option to choose another rate/company if I wasn’t happy with what I was offered, however, since the 3.49% your company proposed to me wasn’t available I then proceeded to as your company, Kasselman Solar, why the 3.49% rate wasn’t available and I was told specifically from Kasselman Solar “Click on the 6.99 and after it's reviewed, it will be reduced to 3.49 as long as you do ACH, which is automatic withdrawal with your checking account. You automatically qualify for 3.49% due to your house location”. See attached images for conversation I had with Kasselman Solar. I didn’t search elsewhere for rates because Kasselman Solar told me the rate would go to 3.49% from the 6.99% as along as I did automatic payments and based on geographic location; so, my location hasn’t changed and I’m on ACH but the rate didn’t change.  I was told the wrong information by Kasselman Solar so they can get this deal through at all cost to me and now it’s costing me $9,000 more in interest. I was told my rate would change, this is the only reason I continued with this deal because I thought it was the truth I was being told  
  Regards,
  
  ***** *******

  

  Business Response

  Date: 09/23/2024

  Thank you for your response and for sharing your experience in detail. I understand that this situation has been frustrating, and I want to express our sincere apologies for the miscommunication that occurred.It’s clear that there was a misunderstanding on our part regarding how your interest rate would be adjusted, and I regret that incorrect information was conveyed to you. As previously mentioned, the determination of your rate is made solely by the ***** **** ***** *** **** (*****) program based on their own criteria, which we do not have access to or control over.When you first discovered the rate change, the best course of action would have been to reach out directly to your project manager or contact ***** to inquire about why the rate adjustment occurred. They are best equipped to provide specific insights into their underwriting guidelines and why the rate was set at 6.99% instead of the initially proposed 3.49%. Unfortunately, Kasselman Solar does not have the ability to explain or alter these decisions.While we understand that the change in rate has resulted in unexpected costs, your solar system is functioning as expected, and your return on investment remains favorable. Solar energy continues to provide significant savings on your utility bills, and the benefits of your system extend well beyond the financing terms.As much as we would like to assist further, we cannot provide alternative solutions or change the terms set by your lender. If you are dissatisfied with the current rate, you have the option to leave the loan as is or seek refinancing through another institution that may offer better terms.We appreciate your business and regret any inconvenience this has caused.

• Initial Complaint

  Date:07/09/2024

  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.

  My solar system was designed to produce 8,700Kwh per year with a 1% degradation per year. My system has been on line for two years. The first year, 2022, the system produced 8,800Kwh. Last year, 2023, the system produced 8,180Kwh. Accounting for a 2% degradation that equates to 174Kwh, the system fell short by 346Kwh. At $0.20/Kwh, that comes to $69.20 worth of electricity. When I purchased the system, I was told any short falls would be addressed in one of two ways: pay me for the difference, in this case roughly $70, or the other remedy would be to add additional solar panels to my system. I contacted Kasselman back on 4/3/24 (service ticket # ****) and spoke to Serena. Over the course of the next several weeks, she and I went back and forth. Serena kept trying to convince me that the system produced close to what it was designed to do, etc. and that Kassleman wouldn't do anything. We finally left it that she was going to "relook" at everything and get back to me. That's the last I've heard from Kasselman. I contacted them again on 5/15/24 and another service ticket was issued (#****). I have heard nothing from Kasselman.

  

  Business Response

  Date: 07/12/2024

  Dear ***, Thank you for bringing your concerns to our attention. We take all feedback seriously and aim to resolve any issues our customers may face.First, I would like to clarify the details regarding your system's production. According to our contract and the NYSERDA guidelines, the production guarantee allows for a 10% variance due to factors like weather patterns and other uncontrollable variables. As stated on page 15 of the NYSERDA production guarantee, the system is designed to produce within 10% of the expected output to account for these variations. The rated electrical output of your system is 8,700 watts, which is expected to yield 8,700 kWh per year under optimal conditions, as indicated on page 20 of your contract.Given that your system produced 8,800 kWh in 2022 and 8,180 kWh in 2023, these numbers fall within the acceptable 10% range specified by NYSERDA. Specifically, a 10% variance on an 8,700 kWh system would mean that production could reasonably be expected to fall between 7,830 kWh and 9,570 kWh per year.I apologize if our previous communications did not sufficiently explain this to you, leading to your concerns. We strive to provide clear and thorough information to our customers, and it appears we fell short in this instance.Additionally, we recently had some personnel changes in our service department. This transition might have contributed to the lack of clarity and response time you experienced. We sincerely apologize for any inconvenience this may have caused and are committed to improving our communication and service moving forward.Given the performance of your system is within the expected range, there is no need for additional panels or financial compensation. However, if you still have concerns or require further clarification, we are more than willing to discuss this with you to ensure your satisfaction and peace of mind.Thank you for your understanding and for bringing this matter to our attention.Sincerely,David T**********Chief Business Development OfficerKasselman Solar 

  Customer Answer

  Date: 07/12/2024

  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. 
  
  
  
  Regards,
  
  
  
  *** ****
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:07/09/2024

  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 a customer of Kasselman for 4 years. I will start by saying the install was done very clean but that is only due to the fact I am in the industry and was able to watch them work. I have had nothing but issues with the equipment since the install and along with the horrible customer service this company provides. I have spoken with the owner, you would think he would care about his company, but I was sadly mistaken. I would also like to add that this company sent a very unqualified person to open my MSP and check the wiring that they had previously installed. When this so called "electrician" which he was not left my home. I proceeded to check the MSP to see what was completed only to find my generator breaker jammed into the on position. The scary part it was jammed under the safety lock that does not allow both breakers to be on at once. The two breakers I am referring to is your Main and the generator 50-amp breaker. Oh, to make it worse they installed this so that adds to how disturbed I am by the lack of knowledge and also lack of safety on Kasselman's part since he was not a licensed electrician working in a main panel Please realize this business sends unlicensed and unqualified people to work on the electric at your home never considering the safety of their clients and families. This is not something to play with especially when they are performing work that is supposed to be done by someone licensed and are just a step away from burning a home or business down I will be taking my complaint to the state licensing board and push for this company to be evaluated. This is just a recipe for disaster gambling with people lives by not following state electrical guidelines along with NYSERDA's. They claim to be on the up and up, but I have had the privilege of speaking with the techs there and they said they do this all the time and don't care about how the work gets done as long as they get paid! I also still have my original issues with the roof.

  

  Business Response

  Date: 07/25/2024

  Called business and spoke with Kevin (CFO) who stated that they only do commercial not residential, believes that the consumer has the wrong business.

  

  Business Response

  Date: 08/06/2024

  Thank you for bringing your concerns to our attention. We take customer feedback very seriously and are committed to ensuring the highest quality of service and safety for all our clients. I'd like to address the points you've raised and provide clarity on our practices.1. No Open Tickets for Roof and MSP Issues: After reviewing our records, we have found no open tickets related to the roof or main service panel (MSP) issues you mentioned. Our system indicates that these concerns were not reported to us prior to this complaint. We encourage our customers to report any issues immediately so we can address them promptly.2. Recent Service Visit: Our records show that a technician visited your property two weeks ago to resolve a warranty-related matter. This issue was addressed at no cost to you, and we believed it was resolved to your satisfaction. If there are any remaining concerns, we are eager to resolve them.3. Licensing and Oversight: At Kasselman Solar, all electrical work is performed under the supervision and approval of licensed master electricians. We adhere strictly to state electrical guidelines and NYSERDA regulations, ensuring all installations meet the highest safety and quality standards.4. Quality Assurance and Compliance: We take pride in our participation in NYSERDA's Quality Assurance program and our consistent record of passing random inspections. This commitment underscores our dedication to upholding industry standards and delivering reliable solar solutions.5. Interlock Kit and Safety: We have thoroughly reviewed our documentation and found no evidence that the interlock kit was installed or left in an unsafe manner. We understand the seriousness of your concern and assure you that we prioritize safety above all else.6. Commitment to Resolution: We deeply regret that your experience has not met your expectations. Our goal is to provide exceptional service and support, and we are committed to resolving any outstanding issues. We will be reaching out to you directly to discuss your concerns in detail and ensure a satisfactory resolution.Thank you for your time and feedback. We value your trust in Kasselman Solar and are dedicated to making things right.Sincerely,David T**********Chief Business Development Officer 

• Initial Complaint

  Date:12/16/2023

  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 installation went active February 2023. One panel underperforms compared to the rest of the array. Kasselmans has checked software and hardware and they have acknowledge that the panel is faulty. The assessment was completed approximately the end of April. I have followed up for 6 months and they have not been willing to give me a date. It took maybe 2 weeks to get all of the equipment needed to install the system but they have not committed to when they are going to execute the warranty repair. I have left messages (phone and email) for the manager to contact me but it has been 2 weeks and they have not.

  

  Business Response

  Date: 12/20/2023

  Hello ****
  First, I would like to acknowledge the unacceptable delay you have experienced in getting the warranty replacement for the faulty solar module. I would also like to thank you for calling this to our attention so that we may review our current procedures to prevent this from happening again. I have been notified that our service manager has been in contact with you directly and we now have an appointment scheduled for December 28th to replace the faulty solar module. Our service department will be in touch after your scheduled visit to follow up on the outcome of the replacement. Thank you for your continued patience, and I thank you again for bringing this to our attention.

  Sincerely,

  Kasselman Solar

  Allison P***

  Chief Operating Officer

  Customer Answer

  Date: 12/20/2023

  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 thus far. The repair is scheduled for next week. 
  
  Regards,
  
  ****** ******
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:04/21/2023

  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.

  Roof leak where solar panels installed. Company came out and fixed outside leak and sealed up but will not fix damage to ceiling inside 

  

  Business Response

  Date: 04/21/2023

  To whom this may concern, We have received your notification regarding a complaint filed by Mr. ******** ******** against our company. We take all customer concerns seriously and strive to maintain the highest level of customer satisfaction. Upon receipt of this complaint, we conducted a thorough internal investigation to address the concerns raised. As per our investigation, we have found no records of Mr. ******** in any of our systems. We have searched our customer database, order history, and service records, but could not locate any information related to him. Given this situation, we have reason to believe that this complaint may not be legitimate or could potentially be a case of mistaken identity. To better assist our investigation, could you please confirm whether Mr. ******** might have used a different name, phone number, address, or email for this project? Any additional information you can provide will help us in our efforts to resolve this issue and ensure that we have accurately assessed the situation. We kindly request that the Better Business Bureau provide us with additional information or documentation related to this complaint so we can further investigate the matter. We are committed to resolving any legitimate issues, but we are unable to do so without sufficient evidence or information. We appreciate your assistance in this matter and look forward to your prompt response. Thank you for your understanding and cooperation. 

• Initial Complaint

  Date:02/18/2023

  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.

  A few weeks ago in sun-zero weather, our electricity went out. The battery did not get in, which has been an ongoing issue. We took the steps previously given to us by Kasselman. Still, the battery did not kick in. We called. They said they’d make this a priority, and some one would get back to and/or come out the house. Neither happened. They have yet to return our phone call or get back to us. They have completely ghosted us because we have complained in the past about the shoddy deal they gave us, and the ongoing problem with their service.

  

  Business Response

  Date: 02/22/2023

  Hi ******, I am sorry we somehow missed your contact with us.  Someone from our company has already reached out to you and am under the impression we have a service call scheduled with you as well.  While communicating with your representative, can you let them know how you attempted to contact us?  I cannot see anywhere in our CRM or call logs that you called which is why this is a problem for us as we use a ticketing system within the CRM and track communication as well.  Additionally, we do not want to have clients attempt to contact us and cannot. Also, going forward can you keep our representative's information so you can contact them directly if there is another issue?  You can also call our main line as well at ###-###-####.Thank you for letting us know of this issue as we appreciate this valuable feedback.  David T**********Vice PresidentKasselman Solar 

• Initial Complaint

  Date:01/16/2023

  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.

  Kasselman solar did an installation on my house the is horrible. The roof leaked for 10 months before it was finally fixed.
  Their installers tore tabs off my shingles for no reason. No other installer follows this practice.
  Panels were not installed as to original specifications resulting in damage to my front porch.

  

  Business Response

  Date: 01/26/2023

  Please see our responses to the complaints filed by ****.  It’s unfortunate that it’s gone this far as we have done everything we could to provide good service, as well as verify our work’s legitimacy and accuracy.     1). Kasselman solar did an installation on my house the is horrible. The roof leaked for 10 months before it was finally fixed.  Upon hearing about the roof leak, our crews immediately went out to assess where the leaking was coming from and ultimately fixed the roof. Kasselman Solar has a 10-year roof warranty. It is standard that we honor this warranty by assessing and fixing any leaks as they may occur from our installation. We made multiple visits and fixes to the customer site to address any leaking. We also offered to make visits twice a year to check for any new leaking so that the customer did not have to reach out to us directly. This was a proactive approach to what our warranty technically states:    “KASSELMAN SOLAR MAKES NO WARRANTIES, EXPRESS OR IMPLIED with respect to the roof the PV System is being installed on, its life expectancy, condition, or defects. The Roof Warranty provided by KS is only as set forth herein:   All roof penetrations made by KS for your Solar PV System will be watertight. This warranty will run until either of the following events occur (whichever occurs first in time): 1. Ten (10) years from the date of the Solar PV System’s Commissioning; or 2. On the 15th anniversary of the actual roof’s installation. If the roof on which the Solar PV System is being installed is fifteen (15) years or older, the KS Roof Warranty will be in effect for one (1) calendar year from the date of the Solar PV System’s Commissioning and terminate at 11:59 P.M. EST of the 1st Anniversary date. “      2). Their installers tore tabs off my shingles for no reason. No other installer follows this practice.  We understand the customer does not like the way we installed the solar mounts, but we forwarded emails from our manufacturer (attached) directly to **** explaining that this was an acceptable best practice from the manufacturer. We also informed **** that he may contact the manufacturer directly to confirm all of this.    3). Panels were not installed as to original specifications resulting in damage to my front porch.  The customer is referring to his proposed layout before contract signing and the actual engineered layout after site assessment. It’s not uncommon that a change occurs between these two stages.  We sent the final layout to the customer on August 16, 2021 (attached) in which the customer replied in an email, “I approve of this layout.” We have attached the site plan and the third-party structural engineer letter stating that his roof was adequate to support the weight of the solar panels from information gathered onsite during his site assessment. Furthermore, the “damage” the customer is referring to is a crack in the foundation of his porch which was present on July 30, 2022, during the completion of the initial site assessment (before installation). Photos attached showing this.    As a footnote this client has failed to pay his final invoice ($24,000) that is now almost 16 months old. We don’t know what else to do as a company to reasonably satisfy the client and collect our final payment. 

  Customer Answer

  Date: 01/27/2023

   Better Business Bureau: 
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  1)    The initial response of Kasselman Solar to my telling them my roof was leaking was that they  were not responsible for leaky roofs.  My roof was new and did not leak prior to the installation. I was told by the men sent to repair the leaks that outdated procedures were used along with obsolete products. They had to repair leaks from the prior repairs that leaked. This went on for 10 months not resolved til Aug of 2022.   2)   The tabs that were ripped off my new shingles was not necessary. Furthermore the manufacturer states that only with more than 1/8" undulation is this practice necessary. A shingle tab is 1/16" which is less than 1/8" which clearly means that the destruction of my shingle was not only not necessary but clearly negligent action taken upon the installer.  Shingle tabs are of all different thicknesses that is why the 1/8" determination is called out specifically. Kasselman can state whatever they want but it doesn't make it so. I was on the phone for an hour with the owner who would do nothing but conflate different issues to obsfucate the real issue that his crew should have never torn off my shingle tabs. His own men who came to repair the leaks agreed with me that the tabs removered was unnecessary and negligent.  3)  Panel Placement -  I want the panels placed as originally planned. The current placement is overloading my front porch. It is also creating dangerous ice and snow dams that careen to the driveway below creating a potentiality fatal hazard. The project manager who was overseeing this job was fired for cause and anything signed by him is suspect. I can not see any attachments so therefore I can not comment on them. I had no intention of authorizing any change to the placement of the panels.  Claims the the crack was there previously is also in question,again I cannot see the attachments. The only pictures I know that were taken of the damage done to the porch was after I alerted Kasselman of the situation.  Again, the same response as the leaks, no accountability. Denial. Denial. Denial. I want the panels installed to the original site plan. As to their footnote of non payment:  $23,000 has been paid. They just fixed the leaks in august and in october I had a micro inverter replaced, the third one, it does not instill any modicum of confidence. I am still waiting for shingle repair, which they offered a $3,000 discount off final price, I declined. I am also waiting for proper panel placement as per original layout. 
  
  
  
  Regards, 
  
  **** ******

  

  Business Response

  Date: 02/13/2023

  Please see the attached response sent to the State of New York Office of the Attorney General today.  

• Initial Complaint

  Date:10/27/2022

  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.

  My experience with Kasselman Solar has been horrible. Kasselman installed a solar panel system with two LG batteries on June 29, 2022, but the system was not activated for another 5 weeks (which itself took constant vigilance on my part to convince Kasselman to complete the work I paid for). After being activated, my system still did not work property, and stopped producing power on an intermittent basis. After one of Kasselman’s techs visited my property, they determined the problem to be a component in the battery system ($20,000 of the total price), and said that LG would not be able to replace it for “a few weeks”. That was on August 9. I have followed up regularly with Kasselman to ask about when the battery system would be repaired or replaced. While Kasselman did acknowledge my early messages (without any useful feedback), they have now stopped responding to me entirely. I don’t know if the problem has originated at Kasselman or LG, and I am sure some delays are to be expected given the national and global supply chain problems, but this delay is excessive, and their refusal to keep me informed is not acceptable. I am concerned that they will not fix my system and will try to keep the amount I’ve already paid. This sum of money exceeds the amount that can be taken to small claims court, so BBB is my last recourse before hiring a lawyer, which I would prefer not to do.

  

  Business Response

  Date: 11/08/2022

  Hi Rick,

   

  We are sorry to hear of these issues and thank you for bringing them to our attention. Customer service is something we prioritize, so we regret failing in this regard after your installation. 

   

  Our direct line is monitored closely, so if you give us a call, someone will get back to you within 24-48 hours. The number to call is ###-###-####. As of 11/8, we are waiting on LG for a backup interface for you and our customer service team has reached out to you about this. Please let us know if there is anything else we can do to help.

   

  Once again, we are sorry for the post-install problem. Thank you for choosing Kasselman Solar.