Complaints
This profile includes complaints for NY State Solar's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 32 total complaints in the last 3 years.
- 13 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:05/22/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
In 2021 I installed solar panels with NY State Solar. Since then my roof has been leaking. The company came few times and told me it wasnt because of solar panels. Now I need to replace the roof from the leaks because it is so bad.Business Response
Date: 06/09/2025
Hello,
When you contacted us about a roof leak we sent a service technician out promptly to inspect the roof and solar system to determine what the cause of the leak was. We did this by using your hose to directly apply water to the solar penetrations while having another person inside look for the point of water intrusion. They found zero water intrusion at the attachment points of the solar system. They did find (and show you) the actual source of your leak, which is a crack in the plywood just above your gutters right above the gutters. We also took photos and video of this water testing and exactly where the water was coming in (not by the solar system).
This was reviewed with you while the service tech was onsite. Please contact us if you have any further questions.
Customer Answer
Date: 06/13/2025
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 purchased my house in October of 2020. Prior to purchase the inspector came to my house and assessed the roof prior to closing. No leaks were found. Then prior to installation of solar panels your company came and examined my roof stating it is suitable for solar panels placement. After solar panels were placed the roof started leaking. If you claim its leaking because my roof is bad, than why did you place solar panels if you knew the roof had issues? Please be advised I didnt have any leaks prior to solar panel placement. So is that you hire incompetent workers who dont know how to install solar panels or you lie to customers that their roof is fine so you can install solar panels and get paid. If roof is an issue in itself your inspector should have never cleared it for solar panel placement. Now I am in need of a new roof due to constant pouring leaks. As a company you dont have any accountability and deny any liability on your part. Again be advised I didnt placed solar panels on my roof. Your company did. Thus you are responsible for damage and lying to customers
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***** ************
Initial Complaint
Date:03/18/2025
Type:Order IssuesStatus: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 met with ******** from ny state solar on 2/2/25. He sold the solar panels on lies. He told me i would get a rebate from my taxed at the end of the year. Come to find out that was a lie. *** only gives rebates on financed panels not leasing them, which is what he sold me. i didnt realize that until after my 3 day grace ******** signed on the 2nd, the rest of paperwork was sent on 2/6, and i cancelled on February 10. They have done nothing but harass me with calls, emails, and showing up at my house uninvited. When ******** showed up he was told to look at the leak in my roof, which he had someone check before this happened and i was told it was good and roof should last me 10 years, another lie. Now NY state has an attorney send me letters to say I owe them about $40,000 stating money for permits surveys, which was never done. They did not even file for the permit. I called the town and I printed out a copy of has been filed and they didnt file anything at all. They did not do a survey. They are very unprofessional and unethical. I need to learn how to sell solar systems without lying to people. I refuse to pay them a dime in return for all this harassment from this company and lies. I would like a $10,000 settlement.Business Response
Date: 03/26/2025
********,
It sounds like you are misinformed. ********* was correct to tell you that the leased solar system does qualify for the *** Solar Energy System Equipment Credit. I've uploaded a screenshot from the ***************************** ********************** and Finance website and highlighted where it states: "....You are entitled to claim this credit if you:......entered into a written agreement for the lease of solar energy system equipment.... I've also uploaded a copy of the form IT-255 and its instructions, which clearly state you can claim the *** state tax credit for a leased system.
We do this every day and are very familiar with the credits you may be eligible for.
Since you canceled the project for convenience after we had performed a site survey, met you for doing the permit applications, done the engineering work, engaged a structural engineer who did the load calculations, drafted the plans, had a PE review and stamp the plans, submitted for approval from ***** (the approval came through after you texted to cancel so we have the approval now), etc there is a cost.
We would be happy to engage with you on a productive resolution that lets you see the benefits of solar that ******** correctly relayed to you initially. We see a cancellation fee after the work being partially performed as a less than ideal outcome and would much rather see you saving on your electricity cost and receiving a tax credit. Please contact us to discuss further so we can resolve this amicably with you.
Initial Complaint
Date:03/17/2025
Type:Order IssuesStatus: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.
Background ********* entered into a contract with ****** *********-****, an 81-year-old woman, for solar panel installation at ***************************************. The agreed installation start date was November 2, 2024.Predatory Practices and False Claims Delayed Installation: NYSS failed to begin installation by November 2, 2024, resulting in a six-month delay without any physical work performed.Unjustified Billing: On March 11, 2025, NYSS sent an invoice for $37,821.60 for "Phases 1 & 2" despite no tangible work being done on the property.False Permitting Claims: NYSS claimed unresolved permitting issues prevented installation. However, records show permits were not filed until December 10, 2025, after the contract was reportedly cancelled.Aggressive Sales Tactics: NYSS pressured an elderly woman into signing a contract she didn't fully understand, exploiting her vulnerability.Misrepresentation of Work: NYSS claimed "half of the internal labor hours" were spent, attempting to justify the exorbitant fee for minimal administrative tasks.Ambiguous Contract Terms: NYSS relied on vague definitions of "project commencement" to claim the project had begun, despite no physical work being done.Refusal to Honor Agreements: **** declined to honor their representative's waiver of penalties, demonstrating a pattern of unfair practices.Deceptive Communication: NYSS's letter dated March 11, 2025, falsely stated that all work in Phases 1 & 2 was completed, contradicting the lack of physical progress.Intimidation Tactics: NYSS attempted to coerce payment by threatening to enforce vague contractual terms after significant delays.Violation of Consumer Protection Laws: NYSS's actions potentially violate NY General Business Law 349, which prohibits deceptive business practices.These practices demonstrate a pattern of predatory behavior, false claims, and attempts to exploit vulnerable consumers by *********.Business Response
Date: 04/16/2025
Please accept this letter as a response to the complaint filed by Sloan Sehr on behalf of ****** ************** with regard to the solar panel project at **************************************** As a preliminary matter,please note that ************** is represented by counsel, ******* ** *********** in this matter, with whom counsel for NYSS, ***** ** ******** of ******** ****** **** has already communicated. To that end, neither counsel nor **** is permitted to engage in further communications directly with ****************** and our counsel is actively communicating with *** ***** to work towards a pathway to an amicable resolution.
NYSS disputes the allegations in the Complaint and takes exception to the presentation of inaccurate facts and unsupported rhetoric. NYSS proceeded with the project with diligence and in accordance with the contract that was signed, and at no time was there any insinuation or reasonable basis for NYSS to conclude that *** ************** was unaware of the provisions in the Contract. The fees charged to ***************** with regard to Phases 1 & 2 were consistent with the clear and unambiguous terms in the Contract for those phases. While ***************** is correct that no tangible installation had occurred at the property, her statement is misleading, as Phase 1 & Phase 2 reference pre-installation work, planning, engineering, approvals, etc. Phase 3 is the actual installation which *** ************** has not been invoiced for.
With regard to the dispute in general, the Contract provides for mediation through the ******************************** (***) prior to mediation. ******************************* legal counsel, communicated with our counsel that *** ************** would like to proceed with ************ such, counsel for **** has filed the request for AAA to schedule the mediation at the convenience of the parties. NYSS intends to participate in the mediation, in good faith, and with an eye towards a fair and amicable resolution. In accordance with the Contract, **** has been advised by counsel to address all concerns in that forum and looks forward to a meaningful and productive mediation session.
Customer Answer
Date: 04/16/2025
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:[Your Answer Here]
As evidence by two recent very similar complaints this exemplifies a routine pattern of behavior, whereby New York State solar aggressively sells agreements and then fails to do any work. They only prompted to actually file permits when customers complain and or cancel. Their mind this was six months after the initial agreement was signed before they even bothered to do anything
furthermore, after investigating the company, it appears there in litigation and or mediation with other customers for the exact same issue. They are not in the business of installing solar panels, they are in the business of getting people to sign contracts, family to do work, and then trying to extort exorbitant amounts of money for zero value
This company is nothing short of a disgrace and as a con artist masking as a solar installation business
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***** ****
Initial Complaint
Date:03/11/2025
Type:Order IssuesStatus: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 15, 2024, we signed a contract with **** to replace our roof and install solar panels. They said the entire project would receive subsidies, including 30% property tax rebate from the city.The major qualm we expressed prior to signing was language that would allow their subcontractor to increase the roofing price. **** sales rep **** ********* assured us this was very rare, and never more than a few thousand dollars.On April 19, **** and manager ***** ********* informed us that because we had a cedar roof, the replacement would now cost $35,480 ($15,000 over their original quote). ***** proceeded to make false statements, telling us cedar was illegal, against NYC code, and that our house could be condemned for it. He assured ******* was doing us a favor by not alerting city authorities. We later learned that cedar roofs are neither illegal nor uncommon. ****** statements as to the rarity of price increases were certainly false, and ******* statements were clearly designed to intimidate us against seeking outside opinions.On April 26 we sent an email expressing our concerns about manipulative tactics. We received no response. On May 1, we had a phone call with ***** and his boss. They agreed to let us use a different roofer. Asked to clarify that our roof would still qualify for subsidies, the boss said it would.On June 13, after the solar panels were installed, we sent **** the invoices for our roof, indicating that it was for the city subsidies.Eight months later, **** informed us NYSS found out that our roof did not qualify for these subsidies since we used an external roofer (also confirmed in emails with ***** ******). It was baffling to so belatedly receive information that directly contradicted assurances given verbally by ****. We have received no response to our last 2 emails.Losing the city subsidies for our roof has cost us ~$7,400 in tax credits we were counting on, causing us significant financial distress as new homeowners.Business Response
Date: 03/12/2025
We spoke with both ***** and **** regarding these serious allegations. Their recollection is very different. The NYC property tax abatement is for solar work, not roofing. Regardless of whether you use the roofer we recommend or any other roofer, it has no impact on the NYC *** for solar. We filed the paperwork for you to get the *** in accordance with the **** rules for the solar permit close out and the NYC DOF will process it accordingly. We are happy to discuss this apparent misunderstanding with you directly if you reach out to our office.Customer Answer
Date: 03/14/2025
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:[Your Answer Here]
If ****'s response is true, then our interactions with **** have been fraudulent from day one.
While we obviously do not have audio recordings of our in-person meetings with **** in which roofing subsidies were clearly offered to us and illustrated in detail, the following attachments demonstrate that they were an integral part of ****'s sales pitch:
1) On March 12, 2024, I sent an email to my spouse and co-owner: "If we assume an up front cost of solar + roof (pre-rebate) of $57,848 . . . and we assume that all of it is eligible for the tax rebate (**** seemed confident it would be...)" **** led us to believe roof expenses would qualify for these subsidies. If he had told us the truth, we would not have signed the contract.
2) In a June 12 email to ****, I wrote "Also, please let me know if there are any forms we need or info we need to get to you (i.e. for the roof) for the tax rebates"and sent our invoice and receipts the following day. (In between, we had a phone call in which I reminded him **** would have to file our invoices, and he replied "Oh yeah, that's right, send them to me".) This demonstrates that **** willingly allowed us to continue believing we would receive these subsidies.
3) On February 26, 2025, I asked ***** ****** why our roofing expenses had not been filed for ********. He wrote, "it looks like your roof installation was not done through **** . . . Since it would not be lumped directly in with the **** panel installation, I do not believe it would be included in the total cost as it would be two separate projects." This demonstrates that, legally or not, **** would have filed our roofing expenses for ******** if we had used their preferred roofer.
We submit that this is not a misunderstanding, but a pattern of falsehoods by which **** lured us into a harmful contract.In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
******* *****
Initial Complaint
Date:03/10/2025
Type:Customer Service IssuesStatus: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 August of 2024, I decided to get solar panels. They werent able to get permits to move forward and in February of 2025 I decided I did not want to move forward with getting solar panels anymore. They have sent a $50,000 bill to my house because they checked out the inside of my house and theyre saying because of other non existing work they did. They never went to my roof and did no other work. They are deliberately trying to rob me. I received a letter from a lawyers office. The solar panel price total was$80,000. How are they trying to get $50,000 from me and they did no work and I have no solar panels?!Business Response
Date: 03/10/2025
*******,
You had us start the project originally in May of 2023. We performed the engineering site survey back then, you changed the project and signed a revised agreement in August 2024 and finally in February 2025 told us you didn't want to finish the project.... almost 2 years after we started working on it.
We have been onsite to perform surveys, prepared drawings, done permit applications, spent countless hours with the town figuring out what was holding up your solar permit (turns out it was the illegal addition you added that has caused Brookhaven to put a stop work order on your entire property).
Per the terms of the contract between us we have invoiced you and will pursue collecting on the balance due for the services performed between May 2023 and February 2025, for which you have not paid us a cent. We had over 20 employees put in hundreds of hours of work on your project (as detailed in the letters and invoices sent to you) and since you're bailing on the agreement almost two years into it after we expended that amount of work there is a cost to you for doing so.Customer Answer
Date: 03/15/2025
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:You have been to my property three times and went to the town approximately three as well. I never stated that Ill be paying countless of hours to your employees on my behalf due to you trying to convince me to receive solar panels. Furthermore, your statement of me saying I am bailing on this project or no loner want to peruse the project is false due to the fact that you were unable to receive permits for my home on my behalf. Your company did not do their due diligence when trying to receive permits for my home for solar panels. Your complaint is not relevant to me. Your complaint is relevant to your company for not doing their due diligence. I have no equipment which states in my contract that when equipment is installed is when I will be paying installments. You taking a chance and putting in countless of hours was not in your favor has nothing to do with me due to you not being able to receive permits from the town. Why am I being billed for your company putting in countless of hours without having permits to do so? That is not in my contract. You have explained to me that you needed to send a blue print to receive receive permits to install the solar panels and if you never received permits then there was no reason for countless hours on my behalf . Remember, I have a recording stating to me from your company that it is not my fault that you were unable to receive permits from the town to continue the project. It is your responsibility to make sure you are able to perform the work before starting anything wether that be physical work or desk work.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
******* *****
Initial Complaint
Date:02/12/2025
Type:Order IssuesStatus: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.
NY State Solar Hicksville falsely represented a lending institution on the contract that wasnt true. Solar Mosaic has sent a letter to the ** of ************* stating they do not represent them. They misled in actual costs and loan information. They brought in Solar Mosaic as the lender and I did not solicit Solar Mosaic. Solar Mosaic has put me into collections even though I offered to pay the bridge loan amount on my contract but since it was a home improvement loan according to Solar Mosaic they want deferred interest of $3300.00 and rejected $25,115.65 payment offered on 10-21-2024. NY Sate Solar with their deceptive sales practices should pay the deferred interest since this is a result in their false representation of a lender. This act is also fraudulent and grounds for contract cancellation.Business Response
Date: 02/24/2025
*****,
**** did not make any false representations, you made a loan application from your email with a lender Mosaic who we work with. You then signed the loan documents again through your email directly with that lender. Following that you completed a welcome call again directly with the lender ****** to confirm you understood the terms of the loans. It was very clear that NYSS is the solar installer, Mosaic is the lender and we are two separate companies.
We do not have access to information about your loan with Mosaic, any collections action, rejection of an offer to pay less than is owed, etc is between you and them. Please contact ****** with your concerns about anything related to your loan from them.
Customer Answer
Date: 02/25/2025
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
The problem is the contract I signed with NY State Solar had loan information that I agreed to on 01-06-2023. The lending institution they brought to me had different lending information on 01-10-2023. I was never notified of changes. Its common sense. I once again didnt seek Solar Mosaic and Solar Mosaic didnt lie about the costs to get me to sign on 01-06-2023. Maybe they can focus on that fact not deflect to events after the signed contract that they issued to me.In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***** *******
Business Response
Date: 02/27/2025
*****,
Your contract does not specify all of the details of the financing. That is in the documents between you and Mosaic. Our contract states the cost of the system and terms of the payment and installation. Your agreements with Mosaic state the terms between you and the lender.
Customer Answer
Date: 02/27/2025
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 becauseit clearly states my first loan as a bridge loan and my 2nd loan with the terms that the lender arranged on your behalf. Can you read the first page? It states my loans with Solar Mosaic (who is getting sued as of right now by Queens, NY legal society) with terms and how you are getting paid. Should I send you a translator? Your salesperson also said I would not pay more than 222 a month for electricity and that was a lie. Seriously you introduced me to a lender who has multiple lawsuits across the country for predatory lending. Explain that. The fact your contract shows my lending rates and type of loans is a violation because you dont have the right to put that in my contract. You are not a lender. Once again you are not a lender.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***** *******
Initial Complaint
Date:01/30/2025
Type:Product IssuesStatus: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 purchased and had installed by NY State Solar in December of 2022. I have encountered a major issue with the system, which I believe reflects a serious failure on their part to provide quality equipment and adequate customer ********** August, a mechanical part of the panels failed, causing my system to go offline. I was not alerted to this issue, nor was I provided with any indication that the system was not operating properly. As a result, *** ****** ******) has since sent me a bill, charging me for service, while my solar panels were offline and not producing energy. At the same time, I continue to be charged by ****** for the equipment, despite it not ************** a customer who made a significant financial investment in this system, I am extremely dissatisfied with both the performance of the equipment and the lack of timely, effective support from NY State Solar. The failure of the system, combined with the additional costs I am incurring, is not only inconvenient but also financially damaging. I trusted that your company would provide reliable equipment and responsive customer serviceboth of which have been severely lacking.I asked for a refund for any charges from ***** that I incurred while the system was offline or a credit from ******, ensuring that I am not being charged for equipment that is not performing as agreed.Business Response
Date: 01/31/2025
You brought this issue to our attention in mid December and we promptly sent over an employee to check why the system was not communicating. We identified the issue to be a defect in the Solaredge equipment, promptly opened a warranty claim with the manufacturer Solaredge, had them ship a replacement part and installed it. This all occurred over the holidays in a timely manner from when you notified us of the issue.
The issue was related to the Solaredge equipment which is covered by manufacturer warranty so there has been no cost to you for the parts and labor for repairing it.
We do not control ***** billing nor can we direct them to do anything. They bill for the power consumed on the grid per the interconnection agreement. In this case the warranty covers the repair of the system including parts and labor at the manufacturers expense, it does not cover reimbursing you for power not produced during the few week period from when you notified us of the issue to us getting the warranty claim processed, replacement equipment sent out and then installing it. While I understand this is frustrating I hope you can appreciate that from when you contacted us we did handle this promptly to get your system back online and producing. If it's any solace the time immediately before and after the winter solstice is also the lowest producing time of the year so it was likely a minimal loss compared to a different part of the year.Initial Complaint
Date:01/23/2025
Type:Service or Repair IssuesStatus: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.
We have contacted ***************************** Solar over 15 times to let them know our solar system is not working correctly since August 2024 as confirmed by Con ******, however they have never returned our calls or fixed the problem. We contacted Solar Edge and were told that the power optimizers attached to our modules are not paired and to contact our New York State Solar installer to assist with power optimizer pairing. We contacted **** through their several different numbers, but despite being assured that someone from service will call us back, we have not heard from anyone from the company. We even reached out to our sales person, who no longer works for the company. We purchased this solar system, because we were told that these panels and the system were under a 25 years warranty. We continue to pay for this dysfunctional system as well as paying for electricity through Con ******* At this point we do believe we were scammed by New York State Solar.Business Response
Date: 01/23/2025
Hello,
This is quite surprising considering how many employees of **** you have communicated with over the past few months. Our phone number and email haven't changed in the last 8 years. When you contacted us recently we looked into your concern, opened a ticket with the manufacturer solaredge for them to look into it as well and communicated with you about the findings.
A screenshot of the response from solaredge to the ticket we opened is attached. Both NYSS and solaredge found your system is online with all parts communicating and producing normally.
If you have any additional concerns in the future feel free to give us a call or email again, we're still here at the same number and email as the last 8 years.
Customer Answer
Date: 01/23/2025
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:Sadly, this is the first response I have ever received from ****. I have called your service number ************** many times and despite promises that I would hear from someone in service, this has never happened. I have attached a copy of my latest Con ****** **** and you can clearly see that there is a significant difference starting from August 13, 2024 to the present where there are no solar credits earned, compared to the past year. According to Con ******* there is a definite issue and I would like to find out what the issue is and how to fix it. My telephone number has not changed and I hope that I can speak with someone about this resolving this very serious concern that I have.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
****** ******
Business Response
Date: 01/29/2025
When you were installed you were given access to the Solaredge monitoring platform. Before filing baseless complaints I would encourage you to check it to see how your system is performing. Attached is the production report for the August 2024 to present time period you reference, as you can see the system was online and producing normally (same as Solaredge found in the ticket we opened when you spoke with us).
ConEd only has visibility into power that you feed back into the grid. If you consume the power, they don't see it. Furthermore the section of the ConEd bill you reference only has a value in the "Cumulative net meter energy credit" column IF you have excess credits from feeding power back into the grid left after all of your consumption from the grid is deducted at the end of the billing cycle. ***** does not have access to the monitoring portal to see what your solar system is producing, you do. Please login and check it out if you have further questions about any specific time periods.
Reviewing your bill and production it appears your electricity consumption has gone up and so you are simply consuming more power. The production from the solar system is finite, it makes as much power as it can with the sunlight it receives. It is performing normally. Any time your consumption exceeds the production ConEd will first apply any "Cumulative net meter energy credit"'s from the prior billing cycles. Once those are exhausted they will bill you for the excess power. If you didn't have solar you would be paying far more for the kWh being produced than your solar payment.
Initial Complaint
Date:09/24/2024
Type:Service or Repair IssuesStatus: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.
Terrible young sales people pound on doors and fight with you when you say you're not interested. I called the company and they would not address it. I commented on their Instagram and ******** and they blocked me. Just acknowledge it and respond. Don't send people into the community if you can own up to their behavior. No one is asking to be disturbed by you. They were minding their business.Business Response
Date: 09/24/2024
Hello,
We take all customer complaints seriously, we also record all calls with our customer service team. This complaint doesn't give us enough information to look into what you're describing, can you please give more detail about what occurred and when you called us about it and from what number? We would like to look into this further.
Initial Complaint
Date:06/11/2024
Type:Customer Service IssuesStatus: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.
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NY State Solar installed solar panels on my property and while doing so damaged my electric line. I am now without electric on part of my property and have contacted them several times about correcting this issue. While installing the panels my daughter was home and specifically heard the workers state the electric keeps blowing.Business Response
Date: 06/12/2024
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You contacted us first about an outlet in your garage, we sent a technician out on 1/25. I've uploaded the report documenting that site visit, as is obvious from the photos in the "existing condition" section the outlet was rusted and corroded along with the wires because it appeared that for a long time the enclosure was not watertight. Considering we had installed your system about a week prior it is impossible for us to have caused the damage we documented.
Despite this, we repaired it. Even though it was obviously not our fault we did something nice for you and fixed your outlet that had been damaged by your own neglect in maintaining your home.
You appear to have seized on our generosity by later claiming that another unrelated electrical problem in your home was related to us. You contacted us stating your refrigerator stopped working and demanded we buy you a new refrigerator, replace the food in it and fix it. We did send a technician out to see what was going on, that was on 3/18 (so over 2 months since we installed the solar system). He investigated the issue, I've attached a copy of the report with the photos of the measurements and findings. They were that two months later a breaker going in your house had nothing to do with us installing a solar system on a different part of the house. Given this we declined to buy you a new refrigerator.
Making false claims about us causing damage isn't going to get us to pay you for things that are unrelated to us. If you had any future concerns about something that is actually related to the solar system we installed you know how to reach us.
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