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Business Profile

Solar Energy Equipment Dealers

NY State Solar

Complaints

This profile includes complaints for NY State Solar's headquarters and its corporate-owned locations. To view all corporate locations, see

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NY State Solar has 7 locations, listed below.

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    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 Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/30/2024

      Type:Product Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This company installed solar panels on my house but before the inspection they told me that some of my panels were damaged and needed to be changed due to chewed wires under them.I said ok but what if it's kept on happening and what about the loss production from the damage?They said to me we will investigate the production, and we will put guard around the panels.So, they came and replaced the panels but did not put up the guard and told me that production was not lost. They even sent me a nasty email stating that we lost money on the damaged panels like it was my fault. I sent an email to them in response but have not heard from them in months.

      Business Response

      Date: 05/14/2024

      *****,

      Damage from animals is not covered under our workmanship warranty. Our workmanship warranty covers defects in OUR work, not damage from animals, acts of god, etc. Despite this, we as a goodwill gesture to you did over $5,000 in work for free to replace panels damaged by animals on your roof. Your reply to our very generous goodwill gesture was to ask us to cut you a check for the power lost from those panels. We are not able to accommodate that and have noted your reply to our generosity for any future interactions. 

    • Initial Complaint

      Date:04/23/2024

      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.
      We were approached by NYSS in the spring of 2023. We explained that we were not interested in solar panels because of issues that our neighbors experienced with birds and squirrels nesting underneath the panels. We were told by the sales rep ********************** that their panels are low profiles and it is impossible for animals to get get under the panels. We insisted that that critter guards are installed with the panels but we were told by her that this was not necessary. We now have pigeons living underneath our solar panels causing damage to our brand new roof and bird droppings all throughout our property. Prior to installation, we had a new roof installed. This cost us ******. During the installation of the panels, there was damaged done to our new roof required a new exhaust fan. This damage cost us an additional 1200 to fix. Over the past few months, we have contacted NYSS several times and have not received any response back from them regarding our complaints but only registering them with two employees named ***** and ********. We were told every time we called that someone will contact us regarding our complaints and have yet to receive any call backs. We were promised a call from NYSS employee named *************************** and when we called again 3 days later were told he was no longer working there. We requested the names of supervisors who could help named *************** and ************************* and were promised call backs but have yet to receive them. When we called again yesterday, ******** informed us that were received an offer at a reduced priced of 1500 to install critter guards. We were never given this offer. As home owners and consumers of this product, we believe it is only fair that critter guards are installed with no cost to us since we had requested them and were told several times that they are not needed. We feel that this is an unfair practice and we were lied to. We would also like to be compensated by the damaged caused by the installation of the panels.

      Business Response

      Date: 04/28/2024

      *******,

      We are a bit confused by this complaint that characterizes us as unresponsive to your inquiries, as a result of you contacting our office with your concerns you received calls back from and spoke with the area manager ***************** multiple times and when you weren't satisfied with his answer also received a call back from and  spoke with his boss ************************* last week around when you filed this complaint. 

      Regarding the attic vent fan. When you spoke with *** about this, our service team reviewed the photos we took during the site survey at the beginning of your project before the roof was replaced and the photos we took after all of the solar work was finished. What we observed was that the attic fan was damaged in the site survey photos from April 18th, 2023. It had sections of paint missing and overall appeared to be in poor condition. In the photos from the solar installation on July 26th, 2023 we can see that the roof was replaced, however the roofer you used reinstalled the old and damaged attic fan. The solar panels are not touching it, and there is 5 rows of shingles between the solar panels and it, so their installation is not interfering with the mounting on it to the deck of your roof. 

      You contacted us after the attic fan blew off your house, something that never should be possible if it was in good condition and properly secured by your roofer when it was installed. You stated you had already had it repaired and wanted us to pay the bill. Our warranty clearly states that if there is a damage claim, you have to contact us and allow us to inspect the damage so we can verify our liability. In this case we were not notified properly of the damage and reviewing the photographs it appeared unrelated to the solar installation. While we understand your roofer blamed us, that appears to have just been more convenient answer for him than admitting fault in improperly installing a very old and already damaged part that frankly should have been replaced with a new part when he did your roof. 

      Critter guards are not a part of our installation, if customers want them we are clear that it is an additional cost. We have offered to discount the cost if you would like them as a customer service gesture. You know how to reach us if you would like them installed. 

    • Initial Complaint

      Date:03/27/2024

      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.
      4 times within the last 24 hours I have received calls asking me if i want Solar, they are relentless. Each time I say no and to stop calling, and hours later I get another call. I have blocked four different numbers now. They have visited my home three times as well and I keep saying no. This is on the verge of harassment, and they will not accept no for an answer. This is poor business, and I want it stopped immediately.

      Business Response

      Date: 03/28/2024

      ****,

      One of our representatives spoke to you outside your home on 2/11 at 1pm and you expressed interest in our product and you scheduled an appointment to meet one of our salespeople on 2/12 at 1pm. 

      Our salesperson came by at the scheduled time and you weren't home for the appointment you had scheduled with us. 

      As is common in business we had our team contact you to follow up several weeks later and see if you were still interested and try to reschedule the appointment you were not home for. They called you twice on 3/26 and once on 3/27. At that point you expressed you were not interested and we placed you on our internal do not call list which stops our phone system from calling you again. We have no record of any other calls to your phone number and you were placed on our DNC list 40 minutes before you filed this complaint.

    • Initial Complaint

      Date:01/24/2024

      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.
      Purchased solar panels and service with the promise we would have no electrical bills from PSEG except for a $13.00 service charge . We have had the solar panels installed since 3/23 and no electric bill has been under $120 . Calls to the company have been ignored for months at a time . The last communication was that we should purchase more panels

      Business Response

      Date: 01/24/2024

      Hello,
      The amount of your PSE&G bill is driven by your consumption, no one can fix it or promise that. Before going solar you pay for what you use, after going solar you pay for any power you use that exceeds the output from your solar system. That is very clear in our proposal, our contract, PSE&G's documents and what our sales representative explained. 
      To make sure we are setting the right expectations when you purchase a system we use your actual PSE&G bill which includes a chart showing the consumption by month to determine what you used over the year prior to going solar. In your case you provided us with the August 2022 PSE&G bill which is attached, it has a chart which shows the daily consumption for each month of the prior year. I've also put this into a chart that converts that to monthly and annual which is also attached. In your case you were consuming ****** kWh per year based on the bill you provided us from before going solar. 
      Our representative worked with you to design a solar system that would produce slightly more than that so as long as your consumption stayed the same you wouldn't be purchasing any electricity from PSE&G. The ***** KW solar system designed was estimated by our software to produce ****** kWh per year on average. 
      The inverter installed includes a monitoring system that logs all power produced and reports it to an online monitoring system we both have access to. We reviewed your system in that portal and found no issues with its operation or production. I've also prepared a chart showing by month the estimated production versus the actual production from that monitoring system. Your system was activated in April 2023 so I compared the full months since then, in the 8 full months since your systems activation it was estimated to produce ****** kWh but it has actually produced ****** kWh. So it has actually produced more electricity than we estimated when you purchased the system. 
      What this leads us to is that your consumption of electricity has increased substantially since the solar system was installed. The solar system was designed to produce more than you consumed based on the consumption data you provided and it is actually producing more than that. 

      Customer Answer

      Date: 01/24/2024

      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:

      Since the inception of our agreement NY state solar has failed to live up to their representations.  As they note their estimations are based on an August **************************************** November of 2022 and we entered into contract January of 2023. As my communications with their representative indicate. The electric car and its usage was contemplated in the creation of our system and the January 2023 electric bill (which included electric car usage) that was provided to the sales rep was not used.  The appropriate bill was not used.  We detrimentally relied on the representation of their salesman that we would have a savings from the installation of solar panels and our electrical needs would be covered by the installation of these panels for which we are paying $265 dollars per month in addition to a PSEG bill which fluctuates no lower than a $120 per month and during the summer months up to $400.  Simply put we have not saved as a result of this installation.  We are not electricians and have no knowledge regarding electrical output, we based our decision to go solar on the calculations and representations of their employee. We have been dealing with this issue since August 2023 and continue to pay PSEG and NY State solar.   As seen in the attached text message, when pointed out to their employee that the electrical car was part of the calculations as to how much electric we would need "well I wasn't part of the conversation" is unacceptable.  The delayed response to our questions and lack of customer service is notably not addressed in their response.  I further note that the "overage in electric use that was calculated for" amounts to 100 Kwh which cannot feasibly account for electric car usage.    Ultimately, we were misled by a company who sold us an $80000.00 product that does not address the electric needs of my family and the only proposed solution they provide is to give the company more money.   What would be just is some accountability for the incorrect calculation and a resolution to provide more panels to address this error.  We trusted the calculations of their salesman, who since then failed to return our phone calls and when we did speak to him was nasty and condescending.  I ask as an ongoing paying customer that ********************** do right by its customer and deliver on their agents promise. 

       

      Thank you 

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

       

       

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 01/28/2024

      Hello,

      Our representative told you the solar system we sold you was estimated to produce ****** kWh per year on average. While the exact utility rate fluctuates, it is approximately $0.25/kWh in your area. That means that over the first year you would avoid paying approximately $4,166 (based on actual utility rate and actual production). 

      You did receive this benefit. In the first 8 full months of operation your system was estimated to produce ****** kWh and actually produced ****** kWh. Your statement that you are not receiving any benefit is false, please see the monitoring platform which you have access to and which we uploaded screenshots from. If you did not have the solar system installed your utility bills would have been substantially higher than they were during this period because you would have had to purchase all of that power from the utility. 

      We do not warrant that a certain percentage of your power will be generated, that is impossible for us to control. We can't control how much you charge your EV, how much you run your HVAC, how long you leave your lights on, etc. We are able to estimate a solar systems production and if there is a discrepancy between the estimated production and actual production address it accordingly. In your case there is no discrepancy in the production, the solar system is actually producing more than we estimated. However your usage has gone up substantially from your historical average, this is something out of our control and solely driven by your consumption of electricity.

    • Initial Complaint

      Date:12/20/2023

      Type:Order Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      The day I signed the contract to get the roof panels, I was ill. I had informed the **** *********************** I had just paid to have the roof done for $16,000 and didnt want to take on any new debts as a result. He assured me that this would save me money. Two to three meetings later the electrician from the company comes to do the inspection before installing the panels. The electrical work should only cost a few hundred to put a panel on the main breaker Im told. My electrician comes and its a $15,000 job too and requiring that needs to be done or the house could set on fire if they come to do these panels! Thank goodness I didnt get them. Contacted them to let them know I cant move forward with the project. The salesmans supervisor tells me hes going to work with me and send me an electrician that can do payments in installments, etc. Im already out of work a lot on medical leave for the past two years off and on, Im in the doctors office getting an asthma treatment and had a heart monitor I have to wear out on the day prior to this for a heart issue and ai open up an email for a bill of $13,000 to be paid in three days time from this company. HEARTLESS. I intend to **** I had immediately started having heart palpitations, Im already under medical care for chronic medical issues, and under therapy because my twin sister died from an asthma followed by a cardia arrest May of 2022. And they send me this right before the holidays when people are depressed over the lost of loved ones? As I am? My twin? Then the rep calls me today and yesterday telling me what ai agreed to and did not. I didnt know the electrical issue was going to run in the thousands until after I signed the contract, while sick as a dog, and therefore avoiding be held liable.

      Business Response

      Date: 12/20/2023

      I reviewed this with ********************* and our team. When we first presented this lease we identified that the customer had an unsafe electrical panel that needed to be replaced. She stated she would have her own electrician handle it. At that point she signed the agreement for solar only and we began work on the solar project. We performed all of the work in phases 1 and 2 which requires over 20 employees to perform 100+ hours in work as well as engaging a third party environmental firm to perform the *** required asbestos inspection. All of this work was performed and we have the necessary approvals from the utility and *** *** to install her solar system. 

      After that work was done she received the quote from her electrician and as she expressed, it was absurdly high ($15k is insane for an MSP replacement). We let her know that our in house electricians could do the main service panel replacement for $4,800 at the same time as the solar install since we are anyways pulling electrical permits, will anyways have electricians onsite for the install and will anyways be doing electrical inspections. This obviously is a much better deal than what she planned on doing originally with her own electrician and would resolve her existing MSP issue. 

      She declined and stated she did not want to move forward. Since we had performed half of the project we need to recover our costs incurred thus far, while we commiserate with her personal issue that doesn't change the amount of work performed or the agreement between us.  

    • Initial Complaint

      Date:11/09/2023

      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.
      My husband and I had solar panel's installed in 2021. In early ******************************* several spots and caused major water damage so I hired a roofer who told me I need a new roof. I hired a second roofer for another opinion and he said the same thing. They both told me my roof is old and the solar company should have put on a new roof. In June 2022 I hired a home inspector who flew a drone over the roof to inspect the shingles and he confirmed with pictures that the roof is old and needs to be replaced. I called NY Solar in 2022 and they want $10,000 plus to remove the solar panels for a day so I can put a new roof on. I can not afford this . I was never told that removal would cost $10,000 . If I knew that I would have never got the solar panels in the first place. Is there any way of them cutting the cost???Sincerely **** and *************************

      Business Response

      Date: 11/09/2023

      Hello,

      While I understand your concern about the cost I want to help shed some light on what work is required. This requires two full days of a solar install crew (the same size crew that installed your system to begin with), one day to remove it and then another day to reinstall it after *********** has finished their work. In addition to this labor cost that is double what it took to install your system to begin with, many of the components of the racking system used to install the solar system as well as the wire cannot be reused and therefore have to be replaced with new parts. At $10,000 we are barely breaking even on the parts and labor necessary to perform this removal and reinstallation. 

    • Initial Complaint

      Date:09/19/2023

      Type:Delivery 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.
      The company promised a$500.00 for each reference. I referred 124 ******** to them and they installed solar at that address as well as mine. I never received any money or gift cards from them only nonsense about cards ordered from **************** which I never received. **************** has no record of any card being ordered.

      Business Response

      Date: 09/19/2023

      ********,

      As we have discussed with you extensively, as recently as yesterday, a gift card was ordered as promised on  2/13/2023. The order number which was provided to you already is **********. It was delivered by ***** on 2/17/23, the tracking number which was also provided to you is ************. 

      You contacted us several months after it was delivered to state you never received it. We called **************** who stated the card had been used, you stated it was fraud so we asked **************** to open a case to investigate the fraud and send you a second gift card. When you asked for an update we contacted them again and they told us that they had shipped you a second one. When you called back a few months later to state the second one wasn't received either we gave you the order information and directed you to contact them to handle it further since getting it sent to you twice was the extent of what we could do. I'm attached a copy of the order confirmation, shipping confirmation and proof of delivery for you again for your records. As we told you yesterday, if your card was stolen a second time you need to contact **************** to report the fraud and ask for it to be sent again. You have been provided all of this information previously and the resolution relies on you contacting **************** to handle your second fraud claim. 

    • Initial Complaint

      Date:06/23/2023

      Type:Sales and Advertising 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 had begun a process for solar installation with NY State Solar. There was no formal agreement/contract, etc. provided to me prior to the arranged install date as their representative that dealt directly with me left the company. I had a family crisis prior to the install date, and cancelled the appointment. Subsequent to that, the representative who left NY State Solar informed me that he had left the company due to particularly nefarious practices, such as not disclosing to clients that the solar panels are only leased and not owned, and structuring the transactions so that the tax incentives given by the government ends up going to NY State Solar. With this, I no longer felt comfortable dealing with the company, also noting no document was provided to me with finalized monthly billing cost, etc. Now, NY State Solar is invoicing me (via attorney letter) $30,120.00 that they claim is for " internal labor hours for the project. I find this rather exorbitant and absurd noting that I was not delivered any document defining cancellation terms which I could read, understand and agree to.

      Business Response

      Date: 06/23/2023

      ****,

      You signed the enclosed lease that clearly discloses all of the terms you dispute on 12/22/22. The audit report for it is enclosed as well, a copy of all documents were emailed to you immediately after it was executed. It states your monthly bill amount is $251 (see "Lease Disclosures" page). The cancellation terms are disclosed in section 5 (which you initialed twice), the form cancellation notice (which you signed acknowledging you had received) and the Generation System Disclosure (which you signed). 

      In this transaction you are eligible to receive the *** income tax credit for leasing a solar system (25% of lease payments up to $5k subject to the terms of the tax credit). $0 of that up to $5k incentive is owed to NY State Solar, that is your incentive to retain. 

      The bill you received was due to the late stage of the project. We contacted you multiple times prior to our attorney reaching out to explain the work done and what would occur in the event of cancellation. With the amount of work done already there was a cost associated with cancelling so late in the project. This was clearly disclosed (you even initialed the section) and we explained this to you. 

      Given the amount of misinformation in your complaint I'm concerned that a disgruntled former employee is misinforming you. You are eligible for the *** income tax credit, the terms are very clear and we are ready to complete your project exactly as we all agreed to in the contract between us. We would like to speak with you, discuss your concerns and hopefully find a pathway to resolving this. 

    • Initial Complaint

      Date:05/08/2023

      Type:Delivery 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.
      November last year (2022) I has an ****** aggressive rep from this company ring my doorbell and refused to take no for an answer. I said mupltiple times I was not interested, I did not want anyone from ************ to contact me or be on my property. I needed up threatening to call the police. Right after that incident, I ordered a no soliciting sign for the front of my house, which is mounted directly above my doorbell (photos attached). Yesterday (5/6) another rep from this company trespassed on my property without my consent and did not bother to ring my door bell (assuming he did not want to be on camera) and left. Regardless, I had the rep on camera knocking and standing there. Again, I am sick of being harassed by this company that doesnt understand no means no.

      Business Response

      Date: 05/08/2023

      Hello,

      The sign is next to your doorbell, which is next to your door and doesn't face the street. Based on the video you sent it appears he walked up (since the sign is very small and not visible *****************), knocked on the door, then looked over at the doorbell and saw your sign so he walked away almost immediately. He walked away with out you answering the door or interacting with him based on what I'm seeing, I'm not sure what else you expect of him in that circumstance but we're open to feedback. 

      Trespassing and harassment are serious allegations (and crimes), this gentleman knocking on your door then walking away to us does not appear to rise to that.  

      Customer Answer

      Date: 05/09/2023

      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]

      I have told MULTIPLE reps of yours I am not interested and I do not want them on my property, they are representatives of your company

       

      i believe after the third time this is in fact harassment and trespassing     

       

      I do not want to be contacted by your company again 

       

       

       

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


      Sincerely,

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




       
    • Initial Complaint

      Date:04/05/2023

      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.
      NYSS Installed my Solar Panels on March 17th. The crew installed 30 panels on my roof.Thus far , no signs of roof damage, leak, etc. Overall respectful staff.As per the process, an electrical inspection is scheduled prior to activating the panels Additionally, an app exists to monitor the performance of the panes. One panel was missing from the App. I followed up with the team so they may make the appropriate adjustments. The panel was added to the app, however still not functional.I escalated this to service. In the beginning, it sounded like NYSS opened a case to correct the faulty equipment. Its now April 4th and I have not heard anything from service. I did contact leadership of the organization and they have asked me not to get involved with the manufacturer to avoid confusion.After many email exchanges. The owner of the company has now refused to help and I am left with a faulty installation. Please help. NYSS needs to obide to their obligations and correct the malfunctioning panel.As per the owner warranty obligation to you is strictly regarding our workmanship warranty as defined in the agreement. The manufacturers 25 year warranties were assigned to you as the system owner. We have no obligation to perform manufacturer warranty work like this, we are only obligated to correct workmanship defects as defined and limited by the applicable section of the contract between us, which you should reference for full details. We do it because its typically easier for the customer and us but we are not obligated to. I have no other contractor to call to fix the panels. It does not make sense to call someone else.

      Business Response

      Date: 04/05/2023

      Hello,

      As has been discussed at length with you, there was a manufacturers defect with one of your Solaredge power optimizers. We did the necessary onsite testing to submit the warranty claim to Solaredge under your manufacturers warranty since a defect with equipment is not a workmanship issue and is covered by the manufacturer warranty, not our warranty. There is nothing faulty with our workmanship, the system was fully operational at the time we completed the installation. We did the necessary testing and commissioning the day of installation and verified when we left all 30 panels and optimizers were functioning properly. An optimizer failing later, while uncommon, is not a workmanship issue and is very straightforward to fix. 

      The process was clearly outlined to you in writing with updates provided. Unfortunately even daily updates were not enough for you. You were continually emailing, texting and calling our staff in a manner that I as the *** was not comfortable with. I clearly communicated with you that if you did not stop your behavior we would no longer perform work for you. You continued to act that way towards them and myself so we have declined to do any new work for you. We are able to choose our customers and people who behave towards our staff the way you have are not someone we choose to do business with. 

      We have provided you the *** information with Solaredge. They agreed that the optimizer has a defect and approved the warranty replacement. You are welcome to have any other solar contractor of your choosing perform this manufacturer warranty work for you, we have no obligation to and will not be doing further business with you based on our staffs interactions with you. 

      Customer Answer

      Date: 04/05/2023

      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]

       This doesn't make any sense. You expect a customer to go a roof and fix the equipment.? I sent you the user manual stating to contact NYSS for any maintenance items and the recommendation  against clients going to fix their own equipment. Are you trying to compromise the safety of my home and family on purpose? 

      You opened a case to fix the optimizer. I called the manufacturer and they advised NYSS should correct the issu

      This is unacceptable.  

       

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 04/05/2023

      As we advised you in our prior communications, we recommend you find a new solar contractor to work with. Based on your behavior with our staff we are choosing to no longer perform new work for you. Many solar contractors are able to perform warranty replacements for solaredge, the *** is approved and we have provided you with the information for it. We just won't be working with you moving forward. 

      Customer Answer

      Date: 04/05/2023

      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 don't think you quite understand. My actions are justified. You installed faulty equipment. I wanted to help expedite the service. Your team ignored me, and neglected my concerns to you. 

      I have contacted different companies that service SolarEdge. You are completely WRONG. No one is able to service my home. Additionally the contractors are out of state in *********** ** and ************. 

       

      Please spare ** all the nonsensical illogical reasoning. You are fully aware you are the only company that can service this hardware

       

       

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


      Sincerely,

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




       

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