Complaints

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:08/27/2024

  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.

  On 8/23/24, a salesman came to our door, saw our No Soliciting sign, and left without disturbing us. Then on 8/26/24, he came back when we were outside and approached us on our property. We asked repeatedly what he was selling and he wouldnt answer directly and lied that he wasnt aware of our No Soliciting sign.

  

  Business Response

  Date: 08/27/2024

  We apologize for the inconvenience this issue may have caused and we'll reach out to both the employee and management to ensure it doesn't happen again. Purelight's official policy is to avoid contacting homes with no soliciting signs, and we'll be sure to remind all relevant parties of that policy. Thank you for bringing this matter to our attention.

  Customer Answer

  Date: 08/27/2024

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

• Initial Complaint

  Date:08/01/2024

  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 given a promotion where Purelight pays for our first 6 months of solar payments to Dividend. We received our first check on Monday and today the money came back out of our account because it bounced.

  

  Business Response

  Date: 08/12/2024

  We apologize for any inconvenience this issue has caused. Our customer service team has reached out to the customer to rectify and discuss how and why the problem occurred.

• Initial Complaint

  Date:07/22/2024

  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.

  Purelight Power installed a solar system on my home. After the install the county came out to inspect the system. The breaker was installed in the incorrect location on the panel and did not pass inspection. I have tried many time to get Purelight to come out and fix the issue but unfortunately keep getting the run around. It has been several weeks now without a resolution. They won't even put me on the schedule to have someone make the corrections.

  

  Business Response

  Date: 08/15/2024

  Thank you for reaching out regarding this issue. We have forwarded your information to the branch manager, and they will be contacting you to get the next steps scheduled. We apologize for any inconvenience this problem has caused, and appreciate your patience. 

• Initial Complaint

  Date:07/09/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company does door to door sales and on multiple occasions, despite being told no, as well as having a posted no soliciting sign, they insist on coming to my door, as well as multiple others (who have the same signs posted). Theyve been told to stop coming to our house, weve point out aforementioned sign, they wont stop.

  

  Business Response

  Date: 07/10/2024

  We understand how frustrating this scenario is and apologize for the inconvenience. Our official policy is to not knock on doors that have no soliciting signs, and we will make sure to reiterate that policy to the relevant teams.

  Customer Answer

  Date: 07/10/2024

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

• Initial Complaint

  Date:06/25/2024

  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 had our 1st virtual meeting with pure light power on 10/11/23. We signed the agreement on 10/18/23. The total amount financed was *********. On 12/27/23 I received a text message stating the trench would be dug on 1/8/24, on 1/9/24 the electrician would be out for the tie into the solar panels. then on 1/11/24 the meter panel upgrade was scheduled. the tie in for the solar was then rescheduled by purelight power (solgen) to 1/12/24. We were told the power would be off the majority of the day during the main panel upgrade, so they would bring a generator. This was postponed with no date scheduled for them to return to our property. I was contacted on 1/31/24 and asked if the snow was melting, I responded yes. I was not contacted again until 1/31/24 and asked again if the snow was melting, I again responded yes. We were scheduled for the tie into the solar panels for 2/7/24. on 2/5/24 I was told there was too much mud in the area for the work to be completed. on 2/12/24 I was asked if the mud had gotten better, to which I responded yes. They asked for photos of my driveway, which I sent, showing absolutely no mud. On 2/14/24 we were rescheduled to 2/21/24 for the tie in. The morning of 2/21/24, we were again told we would need to reschedule, however there was no date set forth. on 2/28/24 I received a text stating they were watching the weather and would reach out soon. we were then scheduled for 3/27/24. Our first loan payment was due 3/26/24. On 3/26/24 I contacted purelight to request a refund for this payment since we were also required to pay our arista payment since the work was not completed in time. I was advised a message would be sent to customer service. I did not hear from customer service until 6/13/24, by this time we made two payments, they only want to refund one. They said they would update the indoor breaker panels, as said within the text messages below. They now say they don't know what I'm talking about, and it is not going to happen.

  

  Business Response

  Date: 07/01/2024

  We understand the customers frustrations with the installation process, as it was significantly longer than anticipated. However, we and the customers utility provider, Avista, experienced significant weather delays throughout the process, impacting our ability to install promptly. Muddy conditions may seem insignificant, but drying soil can dramatically affect the position of vital in-ground equipment. We owe it to our customers to wait for appropriate weather conditions, as that's the only way to ensure a high-quality installation. In addition to the weather issues, it took the inspector several weeks to finalize their end of the process, which also impacted the installation timeline.
  
  During the installation process, the customers main meter and sub-panel were upgraded. The customer was not charged for this work. The main panel upgrade was not necessary for the solar installation. 
  
  Regardless of the circumstances behind the delays, we recognize that the time from initiating the process until the final installation was substandard. To make amends for the situation, we have agreed to pay the customer $227.80 and reimburse them for the loss of production they experienced.
  
  

  Customer Answer

  Date: 07/01/2024

   
  Complaint: 21901963
  
  I am rejecting this response because: the $227 that you are reimbursing us for is only half the amount we should be reimbursed as TWO payments were made while waiting for the company to complete the work. This response also does not acknowledge the fact that there are screenshots where I clarified that the indoor breaker panel would be updated, as well as phone calls with *********************** where she stated this would be done.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 07/12/2024

  We have reached out to the customer via text regarding the MMU/MPU mix up, but have yet to receive a response as of this writing. We are normally unable to provide compensation for delay in process issues, but issued this payment as a show of goodwill. The customer signed a settlement agreement for the specified amount, and we are unable to provide additional compensation.

• Initial Complaint

  Date:05/01/2024

  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.

  In late September or early October, I had a gentleman come to my house and sold me on having solar installed in my house. He basically made all of these promises to me about how much this would cost, how much my payments would be and how I would be eligible for numerous state and federal tax rebates and incentives and after i received these benefits and gave said money to ********************** my payments on the system would decrease to a manageable amount. I'm a 68 year old retired construction worker that lives on a fixed income. They made it sound like an excellent deal so I agreed. I was emailed a contract that I could not read as the font was so small on my cell phone. This is going to put me into financial ruin. I'm going to end up loosing my home and I feel very strongly that I was taken advantage of considering my age and lack of contract law knowledge. I have tried numerous times to resolve this issue with ******** and all they keep saying is, "well, you signed the contract!" I dont expect anything for free but I would like them to be honest and lower this loan payment to a manageable amount like I was promised from the beginning. Purelight Poweer Headquarters ****************************************************************************** ************* Contracter License Numbers for *****: ********/****** Goodleap ******************************************** *************

  

  Business Response

  Date: 05/23/2024

  Hello,
  
  Our solar representatives help secure financing for your project using either a lender of our, or your, choosing. In this case, the financing was acquired through Goodleap to fund your project. During this process, the solar representative would have gone over the financing details - length of loan, amount approved for funding, interest rate, amount due upfront, and the estimated monthly payment. 
  
  The loan company, after your financing was approved, would have sent over documents outlining the loan terms and any pertinent information about payment schedules and the changes to your monthly payment if the voluntary payment amount in the first 18 months was not met. Usually, if that voluntary amount is met, your payment will stay the same, otherwise it will increase to the amount outlined in your financial documents. The loan agreement is between you and your lender, and it is your responsibility to ensure you understand the terms of that loan agreement and the payment structure before signing.
  
  As for the tax credit, we inform every customer about the federal tax credit, as it is a very important federal incentive to be aware of. However, we cannot guarantee eligibility of that tax credit as it is based on your financial information and tax liability. It is clearly stated in our contract under customer acknowledgements that it is a tax credit, not a refund or a rebate and strongly recommend reaching out to a tax professional to verify eligibility. 
  
  Unfortunately, we have no power to make changes to your loan terms. If you need clarification about your loan, we highly recommend reaching out to your lender. 
  
  Thank you,

• Initial Complaint

  Date:04/19/2024

  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.

  At the end of the process of refinancing my home, I was informed that I had a lien on my property through Pure Light. This resulted in the refinancing being cancelled by my ***************** As required by law, I was never notified of a Mechanics lien on my property and was told originally by the sales team that this would only happen in the event of non-payment. We have not missed payments and even paid double some months. I started by calling our solar finance company, ********************* They told me the lien was placed by Pure Light and that it is a part of the contract. I asked for a copy of my contract and was denied. After mentioning I would involve my attorney if necessary, I was told they would no longer speak to me and my attorney would need to request a copy of the contract from ********************* My attorney made this request via email on 04/12/2024. We have received no response. I would like to request this matter be addressed ASAP and the lien removed.

  

  Business Response

  Date: 04/24/2024

  Purelight Power is aware of the customers lawyer's request; however, the ****1 and Fixture Filing forms are in the possession of the customers lending provider, not Purelight Power. We are happy to offer any assistance we can and have connected the customer with their loan provider, but we are unable to provide these forms.

  Customer Answer

  Date: 05/02/2024

  I already spoke with my lender who directed me back to Purelight Power for a copy of the contract.  Purelight Power has also not responded to my attorney at all.  This issue continues and has not been resolved.

• Initial Complaint

  Date:04/12/2024

  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.

  On December 11, 2023, I signed an agreement with Purelight Power for them to install solar panels and a battery storage system in my ****, ****** home. I did this in part based on their salesperson's assertions that they are the leading solar provider in ******. Since then, they have acted like a chaotic, barely functioning mess. It took until yesterday, April 11, for them to install the panels; this was after literally 8-10 different employees contacted us, each doing one tiny task and none knowing what anyone else promised or did (i.e. schedule an appointment, come look at the roof, create a plan, submit a plan to our HOA, etc). They constantly claim that someone quit or got hurt, which is "why our installation was so delayed". Our system won't work without the battery installation, which was scheduled for next Wednesday, April 17. This afternoon, they called to say the ONLY GUY who knows how to install batteries got injured, so they have to reschedule installation for May 13. Let me ask you this: how could "the leading solar installer" have only ONE GUY who knows how to install batteries? Either they are nothing resembling a leading company or they are lying to me.

  

  Business Response

  Date: 04/30/2024

  We deeply regret the experience the customer had with **********************, however the delays are due to factors outside of our control.

  Customer Answer

  Date: 04/30/2024

   
  Complaint: 21570121
  
  I am rejecting this response because: it's not an answer. It's an evasion. One sentence with no details or explanation.

  In fact, it is a highly accurate demonstration of how Purelight Power operates: they don't communicate effectively and they don't do what they promised to do. They just proved my point by having the audacity to respond to your organization in such a manner.

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

  

  Business Response

  Date: 05/23/2024

  Purelight Power has worked with the customer to schedule the installation as quickly as possible. The customer chose to cancel the initial inspection, which has since been rescheduled for the 29th. The Authority Having Jurisdiction has confirmed that they received the appointment, however it failed to update that information in its system. Purelight Power has contacted the Authority Having Jurisdiction and confirmed that the schedule is fully updated for the 29th.

• Initial Complaint

  Date:03/19/2024

  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.

  Door-by-door solicitor ignored "No soliciting" sign, interrupted household where people work from home by excessive knocking.

  

  Business Response

  Date: 03/20/2024

  Thank you for bringing this matter to our attention. We will promptly investigate the issue with our ******** team. Respecting privacy is paramount to **, and we apologize for any inconvenience caused. We will emphasize to our Sales team the importance of adhering to "no solicitor" signs. If you have any additional information that *** assist our inquiry, please don't hesitate to contact us. 

• Initial Complaint

  Date:03/12/2024

  Type:Delivery 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.

  10/9/23 Completed: Purelight Power Install Agreement Sent by ******************** 12/7/23 Notice of Completion for Your Financed Project Email sent by ****************************** Loan Amount$22,521.43 3/4/24/Total balance was paid off.Business was to install a working solar grid on my roof. The install has been completed & I received activation instructions: From: Solgen Permitting <*************************************>Sent: Thursday, February 22, 2024 4:00 PM To: ************************* <************************>Subject: Update on Solar Project We have permission to turn on your solar system!!I have attached the instructions to this email.Our Post Install team will get a hold of you asap to set up your monitoring app.Thank you for going solar with Purelight Power! The instructions I received do not reflect the installation I have. Starting on 2/22/24, I replied to the activation email & received no response. I then emailed several entities at the business asking for assistance to activate my system & still no response. Finally, one 3/5/24, one fellow replied saying "Let me get this taken care of for you im sorry about the inconvenience!" It has been a week since I received that response & no further contact has been made with me. I would like the company to work with me to get my installation activated.

  

  Business Response

  Date: 03/13/2024

  Our **************** team is actively communicating with our Post Install team, and we genuinely apologize for any inconvenience caused by the delay in our follow-up on this matter. Please be aware that we are currently dealing with a high volume of tickets, and our dedicated teams are working diligently to respond to each one. Expect our teams to reach out shortly to address the activation of your system and the setup of monitoring.
  
  Rest assured, we have informed our Post Install team about your account, taking necessary steps to ensure it does not miss its appointment. Your patience is greatly appreciated as we strive to schedule your appointment promptly.
  
  For your convenience, we have attached the standard turn-on instructions to this response. Once all switches and breakers are in the correct position, your system will be live. Our Post Install team will follow up to verify the setup of monitoring. If you have any further questions, feel free to reach out.
  

  Customer Answer

  Date: 03/13/2024

   
  Complaint: 21424539
  
  I am rejecting this response because:

  The activation instructions do not match my install. I asked for clarification & received no response repeatedly. If the business is busy, a proper response would be an email reply telling me "we are busy & will get back to you..." I do not need another copy of the document I received that is the same one I have questions about. I need answers.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/18/2024

  As mentioned, please note that we are currently experiencing a high volume of tickets, and our dedicated teams are working to address each one promptly. Our Tech Support team has reviewed the issue and determined that a service appointment will be required to set up monitoring. We're uncertain why the provided activation instructions don't align with the installation, but we can assist in powering on the system while verifying the serial numbers and necessary information for monitoring setup. Our Tech Support team is currently contacting the local branch coordinator to initiate scheduling. If you have any further questions or concerns, please don't hesitate to reach out.

  Customer Answer

  Date: 03/18/2024

  Hello,

  Although I am glad to see the business response to my issue, I have trouble believing that they will contact me to "schedule an on-site review." They don't respond to emails even though they say "feel free to reach out to us." 

  I would accept the reply if I had any confidence of timely follow-up.

  Regards,
  *****

   

  Customer Answer

  Date: 03/25/2024

  ****** from Purelight Power Tech Support contacted me. I was given a link to download a monitoring app for the panels (S-Miles Enduser which is the inverter company). I installed the app & followed the instructions. The app apers to be working fine but the meter outside still shows an error. I sent ****** a text to this effect & await a reply. 

  

  Business Response

  Date: 03/25/2024

  An on-site evaluation has been deemed unnecessary after confirming with our Tech Support team that the system is integrated into the monitoring system, which was completed on 3/20/24. Subsequent review of the monitoring connection indicates that the system is online and operational without any alerts or alarms. If you encounter any difficulties accessing your monitoring account, please let us know, and we'll assist you in logging in.
  

  Customer Answer

  Date: 03/27/2024

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