Complaints

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

close

Find a Location

Solgen Power, LLC has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Solgen Power, LLC

  100 Caldwell Dr Cincinnati, OH 45216-1522

  
• 

  Solgen Power, LLC

  10175 Harrison Ave Ste E Harrison, OH 45030-1987

  

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:04/02/2025

  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.

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  

  
  I understand that the system was designed to produce a certain amount of KW unfortunately I was sold a system that was designed to produce a minimum of $200 per month revenue to pay against the panels since I was paying about 250+ dollars a month to my electric company. This is what was sold by the sales person for Solgen and I sent a letter to Solgen in August has a complaint with absolutely no response from them. Here is a copy of the letter.
  Solgen
  I would really like this to go to the Chief Ethics Officer or Compliance Officer for Solgen company, the only name I found was Matt P***** chief Technical Officer. 
  My system was started up in the fall of 2023. My name is ***** ******** at **** ******* **., ******* ** *****. 
  Donavan T***** was the sales person who contacted me to discuss the advantages of going solar and why we should. 
  I told Donavan that several companies told me that I would need to cut down a lot of trees if I wanted to put solar on the house roof. Donavan said that he had other options and that he and engineering would work out the particulars to make it happen. Donavan walked around my property looking at the buildings and trees in the yard.
  Donavan said the separate garage roof has good sun access and he showed us a picture of the roof with the sun intensity which he said would generate enough electricity to make it worth well. I suggested that panels could be hung on the South side of the garage, much like a house located a couple of miles from me, to increase the solar footprint area. 
  Donavan said Engineering in conjunction with him would size and design the solar panels to generate enough electricity to justify the cost of the panels. In particular Donavan said over and over that his design for my 
  solar panels,since my *** bill was around $250 per month, was to produce a monthly average of $200 per month revenue which would come off the utility bill from AES and then we this money could be put towards the monthly payment for the cost of the solar panels. 
  Donavan repeated this method for justifying the solar panels over and over again in the two meetings we had and during the second meeting stated that at the end of a year operation that if the solar panels didn't produce 90% of that much energy, Solgen would install enough panels to make it happen or pay me the difference which ever I preferred.
  
  
  The Solar panel system supplied is for 7.3 kW which I found out when the installation crew was finishing up. My kWh usage is in the mid 60 kWh per day A solar panel system the size I have is not going to supply enough watt hours to provide $200 a month revenue. I questioned this but was told that the installation crew had nothing to do with sizing the system. 
  Donavan either didn't convey to engineering the need to generate enough kWh to generate an average of $200 per month revenue or Donavan had no intention of providing a system that would produce what he guaranteed it would.
  I have tried several times to talk to someone at Solgen regarding the undersize of this solar field and every time I try to talk to someone, it's a new person who say the panels are doing exactly what they're designed to do and that's what's in the contract. 
  I don't believe the contract says how big the solar field is and how much energy it'll produce, but I must have believed Donavan T***** integrity to purchase the system. 
  I am 84 years old and my wife is 60 years old and I do know we were never given all the facts on what the final design of the solar field is going to actually produce and how much it's actually gonna cost. What I do know is that Donavan T***** guaranteed us the solar system would produce around $200 a month revenue for a $200 Reduction on my *** bill that could be applied to the solar panel payment. I believe one month I had an *** bill that was $50 less than usual.
  I did not receive the system I was sold and I am not a happy customer! 
  I am still paying a monthly AES bill of $250 or more and now I also have a minimum requirement of $250 payment to ******** the ***** ***** bank for Solgen.
  I believe Solgen knew this upfront because early on I was told that Solgen would put a advertising sign in my front yard at $500 a month paid towards the cost of the system to advertise the solar system, but looking back I believe someone at Solgen knew that I didn't get what I was promised so the sign was never placed in my yard or even mentioned.
  We are coming up on the 1 year anniversary and I would like to finally get the system I was sold.
  
  
  Regards,
  ***** ********
  
  Regards,
  
  
  
  ***** ********
  
  

  states they make NO promises of results. This deceptive practice has left me in a difficult financial position.
  
  
  I am submitting this complaint to warn other consumers about the misleading practices of Solgen Power. They do not deliver what they promise and have failed to make things right despite my efforts to seek resolution.
  
  
  I hope the Better Business Bureau can assist in resolving this matter and prevent others from experiencing similar issues.
  
  
  Thank you for your attention to this matter.

  

  Business Response

  Date: 04/03/2025

  Thank you for bringing this matter to our attention. I would like to begin by providing a clear understanding of the system’s specifications and intended purpose.
  Our systems are designed to produce a specific amount of kilowatt-hours (kWh) annually, not based on offset. In this case, *** ********* system was designed to generate 6,961 kWh annually. Upon reviewing the account, it appears that *** ********* actual consumption exceeds the system’s capacity, with his usage totaling approximately 26,000 kWh annually. This discrepancy is the primary reason for the lack of significant savings—simply put, the system is not designed to meet such high energy demands.
  *** ******* initially raised his concerns in May 2024, at which point I clarified the system's design and capacity. Unfortunately, despite this explanation, the conversation escalated, and I was threatened with legal action. As the system was purchased and agreed upon as specified, there is no further recourse available on our end. The system that was installed is the one that was sold, and all agreements were based on this capacity. There is no documentation or agreement indicating that a different or larger system was ever discussed or approved.
  We remain committed to transparency and clarity regarding the systems we provide and are unable to offer further solutions beyond the original agreement.
  Please let me know if you have any further questions.

  Customer Answer

  Date: 04/14/2025

  
  Sent: Sunday, April 13, 2025 12:47 AM
  Since I was unable to add another item to my response and the complaint line, I am sending this email with a summary and a proposed solution
  
  Summary and requested 
  
  Solution
  
  
  
  The Solgen sales representative after showing me rooftop heat patterns and looking at the installation site, presented me a solar panel system which he assured me would produce enough electric energy to cut my monthly *** electric bill from $250 per month to around $50 per month. He also stated that the saved $200 per month could also then be applied to the cost of the solar panels and installation so that my monthly cost for electric energy and the Solgen package would be close to the same as it is now. So based on his assurance and a gentlemen's handshake and personal guarantee I agreed to purchase and install the solar system discussed with the understanding that the savings would nearly cover the monthly loan payments for the system cost which would be approximately $250 per month. 
  
  However, after installation an activation I discovered that the system provided by Solgen would only produce about 7 kW which was far below the production required to produce $200 worth of electricity.  Consequently, the system only produces about 10% of the promised return, leaving me with both the $250 per month loan payment and the $250 original electric bill. 
  
  I was never informed of the system's size or the system's production capability before agreeing to the purchase. I relied on the verbal assurance made by the sales representative which now appear to have been misleading at best. 
  
  As an 85-year-old individual trying to adapt to an environmentally friendly solution, I feel I was exploited and misled into a financial arrangement that is now untenable. I seek to hold Solgen accountable for their misrepresentation and would like to renegotiate the terms of this agreement to represent the actual performance of the solar system. 
  
  
  
  ***** ********
  
  

  

  Business Response

  Date: 04/14/2025

  First and foremost, I want to sincerely apologize for any frustration or confusion you’re experiencing. It's never our intention to leave anyone feeling dissatisfied.
  That said, after carefully reviewing your file and the terms of your signed agreement, I want to take a moment to clarify a few important points.
  The system currently installed is the one that was purchased and agreed upon at the time of your contract. It is performing in line with expectations based on that scope. I completely understand that your expectations may not be aligning with the current performance, and I want to acknowledge how frustrating that can be.
  To be fully transparent, the agreement outlines the following:
  No Guarantee or Representation of Energy Savings or Cost Savings:
  The Company does not guarantee any energy savings, efficiencies, or cost savings through the use of the Solar Array. Any information provided about potential savings was for illustrative purposes only, based on historical data and third-party sources. The Company makes no claims as to the accuracy of this information, and the Customer assumes all risk in relying on it.
  Additionally:
  No Authority to Alter Terms:
  No sales representative is authorized to change, add to, or remove any terms from the signed agreement—verbally or in writing. The Customer also agrees not to rely on any verbal assurances or statements outside of the written contract.
  At this point, there is unfortunately nothing more we can do within the scope of the existing agreement. If you’re looking for a system that delivers more coverage or output, we would be happy to discuss options for upgrading or expanding your current setup—but that would involve an additional purchase.
  Again, we understand your frustration and truly regret that this experience hasn’t met your expectations. We’re here if you’d like to explore further solutions.
  Thank you for your time and for being part of our solar community.
  

• Initial Complaint

  Date:01/15/2024

  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.

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  The ticket has been in process for months to be fixed and it’s still not corrected. You guys dont even stay in contact with us. We have to keep reaching out to you guys and keep being told the same thing there’s a ticket put in.
  

  we did complain about the nails in the attic and was told someone would come out to fix. That never happened either. Pictures are attached.
  

  you informed us we would have 4 months between the time the loan started and the electric bill that also hasn’t happened as I’ve been paying both. After you guys informed us you wouldn’t adjust the payments.
   
  Regards,
  
  
  
  ****** *******
  
  

  

  Business Response

  Date: 01/19/2024

  We understand the frustration that may arise when system errors occur during the activation process. Such occurrences are not in line with our objectives to ensure customer satisfaction. Regrettably, project cancellation is not a service we provide once a project has been initially installed.
  

  As of now, we have not received in any cases, notes, or photos from Mr. or Mrs. ******* regarding damages to the roof or attic. In the event that damages are identified as a result of our installation, they would fall under our warranty coverage. We are committed to evaluating the appropriate steps to rectify any issues and ensure that the installation meets the expected standards.
  
  Although loan coverage was previously provided, our compensation policies have been revised to no longer include this offering. Recognizing this concern, we will conduct a production audit and proceed to issue payment for the energy the system should have produced at the current utility rate. This is prompted by the absence of response indicated on the monitor. Reimbursement may be completed upon completion of the repairs, which is currently pending scheduling. 

  
  

  

  Business Response

  Date: 01/23/2024

  We have directly contacted Mrs. ******* to address and clarify the current situation. We apologize for the lapse in communication and understand the frustration caused by the lack of updates from our repair coordinators. Recognizing the inconvenience of not having a timeframe, we will honor the previously offered payments as an exception to our updated policy. We acknowledge that this falls short of our service expectations, and we are actively working to restore timely service to the area. Thank you for your understanding.
  
  Regarding potential damage concerns, the correct installation involves nails protruding through the decking for structural integrity, a detail verified during the passed inspections. We are currently reviewing an additional photo showing an altered roof appearance, and we will address this further once scheduling availability resumes.
  
  We also understand the frustration of always having to initiate contact. We will work on maintaining an open line of communication regarding the status of the pending appointment for electrical work and to further investigate the potential roof concerns. 

• Initial Complaint

  Date:01/04/2024

  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.

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ***** *****
  

  

  Business Response

  Date: 01/19/2024

  We acknowledge the frustration that arises from encountering system errors when a system goes live. Such an experience is not in line with our customer satisfaction goals. The payment for December was denied as the Permission to Operate was granted in November, preceding the payment due date.
  
  While loan payments may have been extended as a courtesy in the past, our compensation policy has been updated to exclude this practice going forward. The required information has been collected, and the current request is awaiting scheduling. In recognition of the inconvenience caused, we commit to conducting a production audit upon the completion of repairs. We will consider the Lost Production of the affected panels, which did not register a response upon activation, and issue payment in accordance with the prevailing utility rate.
  
  This appointment is covered under the warranty, and Lost Production is the new courtesy we extend in light of the situation. We appreciate your understanding as we work to address and compensate for the inconvenience experienced.

• Initial Complaint

  Date:10/20/2023

  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.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because it is filled with untruths. At the time the services started and that the solar panels were installed the placement of the box was never a question. At the end of install we were told that the services would be activated as soon as the electrician from our local electric service check the lines and approved the install. We were later informed that Solgen received the approval and had activated the services and that the only thing that we needed to do was to complete the manual steps of turning on the switch outside of our home. We experienced a storm several months later than knock out the electricity alerting us once again that we were not solar connected. After reaching back out to Solgen they once again sent us the manual to turn on our Solar manually by way of the box outside of our home. This all was happening approximately 9 months after install. Once we followed the steps in the manual and still did not have solar power we reached out to the company once more. It is at this time that the company said that they could not turn on the services that they already told us that they activated due to a bush in front of the box that they installed on the side of our home. There were no offers made for a landscaping company to come out into revisions. They suggested that we cut down our Bush and ruin our Landscaping for a box that they installed behind a bush in our yard. After alerting the company that we were not willing to ruin our Landscaping we asked if they would reroute the Box to a part of our home that did not have a bush or Landscaping, Solgen agreed to reroute the box for $5,000. To this we were not willing to pay $5,000 for a botched install caused by Solgen power. They then agreed to escalate the situation to see if they could reroute the Box and add the mentioned amount to the back end of our install that would not raise our monthly prices. Once again apply for a month went by and I never heard from the company again. I recently called the company in August to alert them that we were still without power. I once again asked for the job to be completed and for a refund for the time that we have been without services. To this the representative said that she could see that our services were not activated and that she would send someone to check our panels to see why it had not been activated and that we would receive a refund for the time that we were without service. This appointment was scheduled for September the 27th, this appointment was also canceled on September 26th. One week later another representative called and rescheduled our activation appointment for October the 11th but this appointment was canceled on October the 10th without explanation. Therefore I reject this response because it is untrue. I do have the documents to show with the date as to when they said that all I needed to do was click a switch for my services to turn on but later said it was because of a bush. Once they said it was because of a bush they then said that they would reroute the Box after we were not willing to watch our yard for their mishap but then they tried to charge us for the reroute. They have always said that once they rectify the issue then we would get a full refund for the time that we have been without service the issue is that we continue to be without service because they continue to cancel appointments and not follow through on any of the escalations and any of the many reasons that they claim that we are without service.

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

  

  Business Response

  Date: 10/12/2023

  We would like to extend our sincere apologies for the extended duration it has taken to complete the project in question. We understand the frustrations that delays can cause, and we genuinely regret any inconveniences this may have caused. It is our firm belief that the delays are a result of mutual challenges, and we remain committed to resolving this matter as efficiently as possible. Primary concern regarding the project is the inspection status, which has yet to receive a pass. Specifically, the issue revolves around a bush located in close proximity to the system disconnect, and the inspector has refused to sign off until the required clearance is achieved. To demonstrate our commitment to resolving this matter, we have offered multiple potential solutions, including our willingness to cover the cost of a professional landscaping company to rectify the clearance issue. Our objective has always been to expedite the inspection process and complete the project so that the system can be energized in a timely manner. We understand that all our proposed solutions have been denied thus far. Rest assured that our Construction and Management teams are collaborating closely to explore alternative options and present them to *** ****** as soon as possible. Once we have a clear understanding of the necessary steps to reach the project's conclusion, we will be more than willing to discuss any potential compensation for the delays incurred. We have made genuine efforts to provide solutions to the issue at hand and have even faced the challenge of being dismissed from the property at *** ******** request.

  

  Business Response

  Date: 10/24/2023

  This has been further discussed by management and we have reached the decision to cover the cost to relocate the known "issue" which is the electrical boxes located near the landscaping. Our electrical foreman is currently working with utility to get this work scheduled so we can complete and finalize inspection. 

  Customer Answer

  Date: 10/24/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  I agree that Solgen Power should relocate the Box and cover the cost of the relocation as they have agreed to do. However I do need a total refund for the time that I have had to pay for solar power that I have never used nor received from the company and that has never been activated by Solgen Power. I pay a monthly charge of $241.12 for solar power and have never received solar services. If I can have both of these accommodations as a resolution I will accept. So to be clear I need Solgen Power relocate the box in question, cover the cost of the relocation, and also refund me for the entire time of service that I have paid for without use of service. Please accommodate

   

  Regards,
  
  
  
  ****** ******
  
  

  

  Business Response

  Date: 10/31/2023

  Our Customer Support department has been informed about the extra compensation request. The request is presently undergoing a review, and we will contact *** ****** to confirm any additional compensation that we find necessary.

  Customer Answer

  Date: 11/07/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  

  I would love to talk to a representative of Solgen Power to confirm the necessary compensation mentioned in my earlier response but I have heard nothing from them yet. I've heard no response nor received any calls from the company.

  
  Regards,
  
  
  
  ****** ******
  
  

  

  Business Response

  Date: 11/28/2023

  Reimbursement has been requested, approved, and paid. $2,411.20 was reimbursed to *** ******, in line with our compensation policies. We believe this matter to be closed. 

• Initial Complaint

  Date:10/11/2023

  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.

  Ongoing request for repair since June 30. The monitoring system shows the system is not working, and is reflected in our electric bill. We have a service contract and despite this they have told us that the tech that services our area quit and they are unable to provide a tech.( this was a week prior to our Oct 1 appt.)
  I f they can't service us we need our money refunded so we can hire another company to service us or remove their system and pay off the balance on our loan.

  

  Business Response

  Date: 10/24/2023

  We are currently working with *** ******** to address these concerns. As we have been unable to fill our vacancy in a timely manner, it was approved today, 10/23/2023 we will work with a sub contractor in the area and cover the cost as the system is covered under warranty. Upon completion of the fix, our Customer Support team can also complete a production audit to determine how much production (kWh's) was potentially lost. We are sorry for any inconvenience this has caused and we are working to restore our timely services in the area. 

• Initial Complaint

  Date:04/20/2023

  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.

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  As previously stated, in order to have a binding agreement both all parties involved have to committ and uphold to the agreements drawn up. Solgen Power did not do that. The date that seems to be missing is the date the electrical permit was secured, which is my complaint. The issue with the interconnection should have been sorted out before installation and before the last payment was made.  This company is dishonest and customer satisfaction does not seem to be high on the priority list. Sorry is not good enough when I have to turn around and pay another company to do a job Solgen was unwilling or just incompetent to do. Bottom line is experience with the planning, communication, customer service and install were horrible. I'd rather give the money to a better deserving company. 

  Regards,
  
  
  
  ***** *****
  
  

  to the finance company in full. I would also like to set up a date to have Solgen Power retrieve their supplies (solar panels), restoring the property back to its original state.

  

  Business Response

  Date: 05/02/2023

  To whom it may concern, we do not offer project cancellation beyond installation as a company. The agreement is for a specified system size, design changes are common and our agreement does not state we need approval for the design. We are working with utility to complete interconnection so we can proceed with inspections and applying for Permission to Operate. We will complete this project once we have completed coordinating with third parties, the jurisdiction for inspections and utility for Permission to Operate. Attached is our simultaneous response to the Attorney General. 

  

  Business Response

  Date: 06/20/2023

  We would like to make it clear that this is not a matter of safety and firmly reject that premise. We applied for all required steps prior to installation. We have approved plans and the permitting applications were complete. The error we experienced was with the interconnection with utility. We originally submitted the application on 3/10/23. On or about 3/27/23, we received an email stating corrections were needed to the application. We followed up repeatedly received a response on or about 4/25 that they were finally reviewed. We experienced additional errors and utility prompted we submit a new application on 5/23/23. The interconnection agreement is necessary paperwork for the inspection and is awaiting a new signature from Ms. *****. We expect approval upon signature from Ms. ***** and we can proceed to inspections. Once inspections have passed, we apply for Permission to Operate with utility and get approval to energize the system.
  
  We are sorry for the delays experienced with utility, we were unable to submit changes through the standard portal and a response directly on these issues, a new application was determined to be needed. Our standard policy is to only reimburse for delays caused on our end, but we do believe in Customer satisfaction and don't want Ms. ***** to pay for a system not yet powered on. The lender payments do begin three months after installation regardless of energization, our Account Management discussed the possibility of some payment coverage to get the system to completion. This being said, we would appreciate cooperation in competing the necessary paperwork pending signature so we can get inspection and finish the application for PTO.
  
  We understand we have f***** short on the expected service, but these are not grounds to rescind a binding agreement for installation and after initial installation, cancellation is not something we offer as a company. 

• Initial Complaint

  Date:04/07/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  This is the 2nd date given to me by Solgen. They missed the 1st date already and they keep closing my tickets.
  
  
  
  Regards,
  
  
  
  ******** *****
  
  

  p making promises to correct and fix the issues and never have. the last appt for them to come fix the issues was Monday April 3. On April 4 when I called them to say they never showed i was told they had closed the tickets and all work was complete.
  
  Solgen text messages and email correspondence available upon request. I have them all

  

  Business Response

  Date: 04/11/2023

  To whom it may concern, our monitoring department created a work order to address any system issues and at the latest, our teams will follow up on 4/17 to get this scheduled. 
  In regards to repairs needed not related to the system, we are working with subcontactors and are awaiting a response. We will get this scheduled and completed. A member of our Customer Support Leadership team is maintaining an open line of communication to follow up on resolution. 
  
  

• Initial Complaint

  Date:03/22/2023

  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.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:when the roof was inspected there was never anything that was said about my roof other then it was good to have panels put on.....3 years later I'm told the roof was out of life and never should of put them on.....however the price that was discussed is not being honored unless I have solgen do a reroof which no financing is available or has anyone even came to see the roof and solgen is looking at plans from 3 years ago.....also when asked about the reinstall who would be doing it and I wanted a contract to sign to make sure the prove would be what is discussed they tell me I can't do that until I pay the money up front and it the cost could go from 9300 to 12000. The company is just not willing to work with me at all...
  
  
  
  Sincerely,
  
  
  
  ***** ********

  

  Business Response

  Date: 03/20/2023

  Solgen Power appreciates **** ********** feedback. However, Solgen Power is not able to wave the fees for the uninstallation/reinstallation of their solar panels for the roofing work that they are planning to do. Solgen Power does a roof assessment to determine if the roof is sturdy enough to have solar panels installed, and may recommend additional work for the roof, up to and including a retrofit, or a full reroof. If a reroof/retrofit is not required for the installation of solar panels, or if the customer waives the recommendation, then the retrofit/reroof will not be done. 

  

  Business Response

  Date: 03/24/2023

  To whom it may concern, Solgen Power remains sympathetic to this situation. We have discussed multiple options with this customer to waive our uninstall/reinstall fee. We even included information regarding re-roof only financing that may be available through GoodLeap, but we were advised that this Customer did not want us to repair their roof. We are only able to waive this fee when we are completing the re-roof. If Customer wishes to proceed in getting a new roof through a third party, our fee applies. We do require payment in full prior to completing any work. 
  
  Viewing our records, this information was relayed prior, on or around 3/14/22. Additionally, from our records, we were able to locate the waiver signed by the Customer. We may advise a re-roof prior to a project but any Customer has the option to sign the waiver and proceed to installation regardless of roof condition. As we passed inspections, electrically and structurally the roof is sound. 
  
  

• Initial Complaint

  Date:03/13/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ***** *****************
  

  

  Business Response

  Date: 03/24/2023

  To whom it may concern, per our agreement we cannot guarantee energy savings through use of the array. When purchasing a system, we guarantee the system size in which we install, but as production and usage within the home can vary, offset is yearly estimation. We do not see any communication from the provided contact information and the last correspondence we have on the account was a request for the purchase and installation agreement in March of 2022 which was sent. We have proactively assigned one of our Customer Service leads to reach out to this Customer to discuss a resolution of their concerns!