Complaints

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

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  TerraForm Power

  200 Liberty St Fl 14 New York, NY 10281-2100

• 

  ASD Solar LP

  PO Box 206536 Dallas, TX 75320

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:01/03/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  The monitoring of our system has been non-operational for almost two years. The system has not been maintained and it appears to not be operating as it should be; however, we would not know since ASD Solar LP refuses to fix the problem. I have attempted to contact ASD Solar LP 4 times and there has been not response. The company is clearly in breach of the contract / lease agreement. We need a solution for this issue. ASD Solar LP needs to either fix the problem or terminate the lease agreement. We will be seeking legal assistance since the company refuses to respond.

• Initial Complaint

  Date:11/11/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 a second mortgage that has been approved and loan documents already signed. However, the money will not be funded until my solar lease is paid off. The loan company will not accept being 3rd on my title's debtor's list . I called ASD Solar LP (the original company American Solar Direct went out of business in 2017) who requested a termination packet for me on the 27th of Sep. I was given the termination value of $17,938.00 via email on the 3rd of Oct, but was given the unnecessary burden of mailing them a termination request in writing, with my termination value, account number, name, address, phone number and signature if I wanted my termination packet. In the email I was given no address to send it to. After multiple unanswered requests to get it, I had to call the call center for it. They were unsure of what the address was, and in the end they told me the address on my billing statement was a good address to use. My letter (so ASD says) was never received. On the 21st of Oct I was forced to scan my letter and send it via email- which the supervisor ****** confirmed they received. I was told by him the request would take 5-7 business days, but he requested it to be expedited. After over 12 separate phone calls to the call center, I still do not have my termination packet. I am now about to loose my home loan! The escrow office, as well as the loan company have been on multiple three-way calls with myself and ASD to get it. In every instance, we were told that the call center has no way of communicating with the office that delivers the termination packet, other than email. They say there is no direct line, not even internally, and all they can do is send another email asking what is going on. Every request for the date I will receive it has been unanswered. They assure me they have requested the office to expedite my termination packet, but as always, nothing happens. I am totally helpless to stop this madness from costing me my a home loan. Please HELP!

  Customer Answer

  Date: 12/06/2024

  At this time, I have been contacted directly by TerraForm Power regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]

   The termination packet was finally sent to me, however, they have not responded to the title companys request for a termination package that has the solar companys official letterhead on it. The packet contained an email that was sent from a person without any official identification one would expect for a formal termination packet. The title company has requested something more formal to make them comfortable the termination instructions have not been compromised nefariously. So far they have not answered the title company. In the meantime I have paid the payoff amount via certified mail on Nov 25th, and it does show that my account has been credited. However, I am still waiting for the official release from being named on my title. I sincerely thank you for all your help. I only received the packet after you became involved.

   

   

   

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

  Sincerely,

  ***** *****

• Initial Complaint

  Date:02/26/2024

  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.

  About a year ago, ASD Solar LP acquired our solar lease from another company. Since then we have been trying to get access to their online portal to ensure we are still receiving service from them, as well as to pay our bill. They continue to tell us that they can not verify who we are (due to an admin error on their side that mixed up my husbands and my last names.) We've sent copies of our drivers licenses and contract as they requested, and still have had no luck getting this resolved because they say they can not validate the data. They asked us to send copies of our social security cards over non-secure email, which we refuse to do due to personal security. At this point, our account is a year overdue. We would be happy to pay the bill, but we do not have access to our account portal or any sort of information that we are still getting the service. Its been extremely frustrating. We can't pass their security checks to speak to people on the phone due to their error. We have no idea how to proceed, as we will not pay for something that we can not prove we are receiving.

  Business Response

  Date: 05/02/2024

  Thank you for providing the detail on the current issue you're experiencing. 

  There has been no change in ownership of the ASD residential solar leases since 2018, therefor all information should be the same as prior years if no change was requested from the customer.

  The department manager has been notified and will ensure that your issue is resolved and will reach out directly to clarify any miscommunication that may have caused this error. We did confirm that ***** ******** name is on the account and should have access to account details.

  Customer Answer

  Date: 05/03/2024

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

  The customer support team will not speak with us unless we give them our social security number. Even if they call us, they ask us for the our socials.  In this day and age, no company should be asking for a customer's social security number. This is where the impass happens. They have our names and our address, but their portal requires a social security number to make an account. They need to come up with another way to allow us to access our account that does not jeopardize our personal identity. 
  

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

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

• Initial Complaint

  Date:07/07/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 house in December 2021 and had a renting solar system on it. I have been paying the monthly bill by sending a check to SF Echo, LLC at PO Box ****, ********, ** ***** as usual. However, recently I received a solar bill with a strange company name on it. I decided to do some research on ****** and discovered that the old company, *********, had filed for bankruptcy. The company I have been paying the bill to is now called WGL Energy.In November 2022, I received a bill with a different company name on it, and I didn't receive any notification about the change. I contacted the customer service email provided on the bill to inquire about alternative payment methods. Unfortunately, the response I received included a form with the logo of the bankrupt company, SunEdison. Additionally, I am unable to determine which company the phone number on the bill belongs to. I even tried using the account number on the bill to log in or sign up, but I still couldn't gain access.I sent another email asking for clarification about which company I am currently working with, but the response I received simply stated that it is the old company without providing any further information. This is concerning, especially since the bill displays a company name that I am not familiar with. Companies is : 1. SunEdison - Filed Bankruptcy 2. WGL Energy - i sent check monthly to SF Echo,LLC PO Box **** ********, ** ***** and this company name show on bill to 9/2022 since i buy the house 3. ******** - the bill on 10/2022 show this company name on bill

  Business Response

  Date: 06/22/2023

  Please see the attached *** ****** response. 

  *** ******* ***** ************* *** ******* ************ *****************************************************************************************************
  RE: Complaint ID  ********;  *****************
  
  Dear ****************:
  
  We appreciate the opportunity to respond to ****************** request to better understand who the actual billing party is for his solar services and/or solar lease program and to whom he should mail his payment. 
  To better understand the documents **************** provided, specifically the timing with which the documents were received, I did contact **************** via phone on June 21,2023 at approximately 1:00pm EDT.  **************** was at work and was not able to talk for long. I did advise him that *** ****** had sold our solar division back in July 2019. **************** asked that I send him the information via email to the email address contained in the complaint.  I have attached a copy of that email for your reference. 
  As I indicated during our phone conversation, and reiterated in my subsequent email, *** ****** sold off its solar division, *** ****** Systems, to TerraForm Power, ***** an affiliate of *************************** in July of 2019. At the time of the sale, *** ****** was instructed by the purchaser to direct all customer inquiries to Echo (SunEdison). The contact information the purchaser provided to *** ****** for customer inquiries is:
  Echo (SunEdison):
  Phone: **************
  Email: *********************************<mailto:*********************************
  
  With respect to the documents provided by ****************, we believe that ******** is now the party responsible for billing. While the bill sent **************** has a *** ****** logo at the top of one of the pages, closer inspection shows the address below the *** ****** logo is the ******** mailing address with a remit to address that also appears to be for ********. It is not clear why ******** would still be using *** ******s logo more than a year after the sale .  *** ****** does not have an account in ****************** name and *** ****** is not attempting to collect any money from **************** for his solar services and/or his solar equipment lease. 
  Our response addresses the concerns put forward by **************** to the best of our ability. *** ****** is not associated with any of the companies named in the documents. **************** will need to contact those entities to resolve any billing disputes. 
  
  
  Please contact me directly in the event you have any additional questions. 
  
  Sincerely,
  ***********************
  Manager, Customer Experience
  ***********************************
  **************
  
  

  Customer Answer

  Date: 07/03/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  Thank you for your feedback 
  I am working with ******** now to got further information before close the case.

  Thank you
  Regards,
  
  *****************
  
  
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 08/19/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by TerraForm Power regarding complaint ID ********.
  
  Sincerely,
  
  *****************
  

• Initial Complaint

  Date:03/15/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  company installed these solar panels and ruined our roof, 8 years later we have severe leak as result. We have other solar panels installed 20+ years ago and no leak. We tried contacting them to either to relinquish us from the lease contract or to repair our roof and have a professional solar installer reinstall the panels. We have not heard back instead have been passed around to different company that does not have any authority to make such decisions. We have had 3 roofer inspect the roof independently and all have same conclusion...Bad job at installing solars and not putting tiles together correctly.

• Initial Complaint

  Date:03/10/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  ASD solar is the company that holds my lease for my solar panel system. I pay them monthly for the service of generating energy and reporting the energy to ****** to reduce my electric bill. On 1/2/23, my solar power system stopped reporting and tracking power ( no longer sending data to ******). This happened as the 3G grid went offline and the company who ASD uses to maintain my panels failed to upgrade our system to support the new network. ASD is still charging me for my monthly service, since this issue started they have charged me and I have paid $178.37 for *** and again $178.37 for Feb. Since ASD is not reporting information to ****** and the panels are NOT working properly, my dispute is to have them credit my account for the monthly payments made and STOP billing until this issue is resolved. The company ******** has indicated they do not have a fix planned yet and no one has given me an update as to when this will be resolved.

  Customer Answer

  Date: 04/04/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by ASD Solar Holdings GP, LLC regarding complaint ID ********.
  
  Sincerely,
  
  *************************