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:03/06/2024

  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.

  In 2022 my husband and I purchased solar panels from PureLight. We were lied to regarding the tax credits, the proficiency of the panels, the total payments we would have. Basically we were sold a false bill of goods.We were told we would only incur a monthly payment to pacific power; which was true but we were also told that with the number of panels installed that our bill would not exceed what we were currently paying. Unfortunately that is also false. Our bill in Jan of 2024 was double what we have ever paid in the nine years living here. When we spoke with PureLight they informed us that we had obviously increased our monthly usage. We also received a call from the loan company who informed us that our monthly payment was going up over $50 a month because we had not applied our solar panel credits towards our debt. My true complaint is how easily these people lied to our face and then laugh when we complain. We are now paying almost three times as much on our power bill when the solar panel payments are added in. I understand that its our responsibility to do our due diligence when purchasing such a huge ticket item but Im also quite shocked at the dishonesty of this company. I would never have even thought of purchasing from this company had I known how dishonest they were. My resolution would be come take your panels off of my roof and cancel the loan.

  

  Business Response

  Date: 03/07/2024

  We want to emphasize our commitment to addressing your concerns and taking them seriously. Kindly review the attached excerpt from your Purchase and Installation agreement. We are uncertain about how we misrepresented the tax credit, especially since you acknowledged in point #1 that it is your responsibility to ensure you qualify for this benefit. Please note that we do not provide tax advice.
  
  The initial design of your system was based on estimated usage, and any increase in your electricity needs will result in additional billing from your utility. With your current higher usage, the estimated Solar offset for that system will be reduced, as indicated in acknowledgment #3.
  
  Concerning the increased monthly payment with your lender, it's crucial to understand that the Tax Credit is not guaranteed by Purelight. It is a separate agreement with your lender, specifying your payment schedule. Failure to apply the payment to the loan for the specified amount will lead to an increase, a matter you must address directly with your lender.
  
  It's important to recognize that solar is a long-term investment. Although you may be paying more than expected due to increased energy usage, your solar investment is not rendered useless. You are still producing energy that you don't need to purchase from your utility company, and these costs remain insulated from utility rate increases. Due to the explained variables, we do not guarantee energy savings.
  
  If you have additional information and desire more solar benefits, it might be possible to expand your system to match your increased usage. Please inform us if this is of interest to you, but this would be an additional purchase. Our production audit, part of our first-year production guarantee, demonstrated that the system is performing as expected and within our estimates, although we acknowledge that the system went offline, and some months were excluded from the audit due to a lack of visibility of the system.
  
  We have delivered the product you purchased, and while we strive for customer satisfaction, your request for project cancellation and refund is denied. Please let us know if you have any additional questions or concerns.

  Customer Answer

  Date: 03/08/2024

   
  Complaint: 21396559
  
  I am rejecting this response because:

  Our contract states we were to receive 92% efficiency but after calculating one full year of usage we are only receiving *****%. A resolution would be to add additional panels at your cost to reach the 92% efficiency stated in our contract or reimburse us the difference every year. You keep saying we have increased our usage which is not true as our bill has been the same for the last 8 of 9 years. 
  And in response to, you do not give tax advise you will need to tell your salesmen to not use that as his main sales tool. It is dishonest and misleading. 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 03/18/2024

  Our Purchase and Installation agreements do not guarantee a Solar offset, which is what you referred to as "efficiency." We have provided the results of the audit completed after our First Year Production follow-up, confirming that the system is performing as expected. While it may not appear that your energy habits have changed, your confirmed Solar production and the existence of a residual bill indicate one variable: increased usage.
  
  Our advice regarding the tax credit is clearly outlined in the agreement, our Energy Consultants inform all homeowners of this available credit for going Solar.
  
  "Tax Credits: Your individual proposal and costs are based on receiving important federal tax credits. These credits are based on your federal income tax liability, and it is your responsibility to ensure you qualify for the Federal Tax Credit." This was acknowledged when signing the agreement. 
  
  
  
  

  Customer Answer

  Date: 03/19/2024

   
  Complaint: 21396559
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  The salesman guaranteed that your solar panels would provide us with 92% of our average usage and if this percentage was not reached we would be compensated the difference. So it seems that your company gives your salespeople free range to say whatever it takes to close a sale whether its true or not. 
  I am not happy with your reply to my complaint and reject your explanation.

• Initial Complaint

  Date:02/20/2024

  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.

  We were told that our solar panels would cover over 90% of our power needs and if they did not produce enough power, then the guarantee of PureLight is that they would install the right amount of panels to make up the difference. Our panels do not produce enough energy in the summer to bank enough credits to last through more than a couple months in the winter. When I asked PureLight about this, they said that they need one years worth of electrical bills to make sure they install the right amount of panels and that since we only gave them one electrical bill there is nothing they can do. I was not informed of this before the installation. A whole year had passed from the time that we gave them the one electrical bill and the time of installation, so there is no reason why they couldn't have had more bills to make a more informed decision on panels needed for my house.

  

  Business Response

  Date: 02/21/2024

  Purelight Power does have a unique first year production guarantee ensuring we will work to resolve any system errors. This 90% production audit is against the estimated system production, not an offset of the home electrical  demand. As this project received permission to operate about 9 months ago, we have been unable to complete our full audit as enough time has not lapsed. The audit that was completed 3 months ago at the six month **** showed the system producing within the estimates, on target to meet our production estimate guarantee for the first year. Please see the attached Acknowledgment. 
  
  The more utility billing history that can be provided at the time of design helps us to better achieve the system size desired by our customers. Using previous usage history as an estimate ensures better accuracy but is still considered an estimate as our energy consumption trends can change over time. 
  
  If you are using more energy than estimated, your ***** design would then offset less since there is a larger usage. There is no action we can take to remedy using more power than was estimated.
  
  We must wait a full 12 months of production to see how the system performs. Even at that, we dont simply add panels. We will, however, look at the results of the audit to determine if further  investigation is needed. If the results of the audit show that your system is producing as promised, and again, thats production, not offset of power bills, then nothing further will be done. However, if your audit shows that your system is producing lower than expected, we will look into why that is. As the contract states, we will make it right. That isnt always adding panels through. In the past we have offered many solutions that match specific situations. These solutions range from tree removal to system redesign to relocating satellites for TVs. We leave it intentionally vague with the statement we will make it right to allow us to work with our customers to find ****************. Again, that is only in the case that a system performs lower than expected because of something that Purelight should have been able to catch. If we have an ****** smoky summer, or a freak blizzard, then those would be out of our control. 

• Initial Complaint

  Date:02/17/2024

  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.

  The process of getting this activated is pushing almost 8-9 months and they won't return calls or messages. They said 1 week over a dozen times now and their design can't get approved. Continuously declined. They lied about the tax incentive and guaranteed id get 30% back in cash come tax time to roll into the loan, I only got $3200 or so..... the cost of solar was $66,285. I asked my rep ********************* why he lied to me and he said I am mistaken and ill be getting more back. A 25 year tax prep agent at *********** told me the truth and that my solar rep was completely wrong on that matter. Purelight Power relocated a solar panel, left the old hardware so now it looks ugly as could be and they aren't intending on fixing it. They have completely ignored me for the past month, won't respond at all. They were supposed to make my payments until it was active and they have NOT followed through on more than the first 4 months. I am filing a complaint and then proceeding to the next step in the legal process. They can take their solar back, and put a new 30 year roof on my house and get rid of all of their equipment. The roof was 2 years old when they installed the solar, it won't be the same when the solar is gone. I don't know how fast this process will be, but zi have been completely had and have no ability to get help from them anymore. They charged me and walked away without completing their end of the contract. It is null and void! 8-9 months is completely ridiculous and unacceptable! Please help!

  

  Business Response

  Date: 02/19/2024

  The Permission to Operate for this project was finalized in December, and required inspections have been successfully cleared. While we understand and apologize for any inconvenience caused by multiple failed inspections, it's important to note that each installation is unique, tailored to the specific characteristics of the home.
  
  Necessary corrections were promptly addressed during the course of your project. Our **************** team is currently conducting a Delay in Process audit and will follow up, exploring the possibility of additional compensation in accordance with our reimbursement policy for delays resulting from failed inspections.
  
  As outlined in our Purchase and Installation agreements, we do not guarantee the Tax Credit, as its issuance is determined by the *** and is contingent upon an individual's income and tax liabilities. We strongly recommend consulting with a tax professional to ensure compliance with the credit's terms, which are attached for your reference.
  
  Please be aware that project cancellation is not an option we offer once installation is completed. Our Post Install Experience team will follow up to assist with monitoring setup, and the **************** team will address any further concerns regarding project delays. We appreciate your understanding and cooperation throughout this process.

  

  Business Response

  Date: 02/19/2024

  Tax Credit Acknowledgement. 

• Initial Complaint

  Date:02/15/2024

  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.

  I purchased solar panels from pure light back in may 2023 with the intention of getting tax credits also saving money on my electric bill however this company like the rest of the complaints they lie never return your calls if you have any complaints especially they even damaged ******* while installing the panels I reached out they came out to inspect as you can imagine they denied any damages. Not to mention there management team does nothing to try to at least fix or seem to care I hope this can help people from getting any solar panels from pure light I also would like a call with any questions pure light might have regarding my complaint about a company that all it does is take advantage of hard working families.

  

  Business Response

  Date: 02/15/2024

  ****************** expressed his concerns to management, but our decisions remain unchanged.

  Addressing the three concerns:

  Tax Credit: We do not assure the Tax Credit as it depends on federal government criteria related to income and tax liabilities. Our agreements explicitly recommend seeking professional tax assistance, as we do not provide tax advice.

  Damages: After assessing the claimed damages attributed to our installation, we concluded that they were not caused by our work.
  

  Energy Savings: Initially, the power bill provided for system design showed minimal usage. A recent audit confirmed the system is meeting production estimates. If ****************** is using more power than estimated, it would impact the surplus energy provided to the utility grid for credit during the summer.

  Customer Answer

  Date: 02/15/2024

  I dont agree with your response when my energy bills were accessed pure light confirmed that their software will build a system that will be more than capable of handling our home consumption even after me suggesting installing more panels just in case they assured me i will have no issues. Regarding the credits I was told the only one I would need to file is the federal tax credit the state rebate which was post to be submitted to ****** department of energy before installing the solar panels how is the customer going to accomplish that it would be nice for pure light to  except accountability and make things right and stop taking advantage of people. Please feel free to speak to me at any time you have my information thank you 

• Initial Complaint

  Date:02/05/2024

  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.

  I STARTED TO DO MY TAXES 1/31/2024 FOR 2023 YEAR RETURN, I NOTICED LIKE OTHERS I AM NOT GETTING A TAX CREDIT REBATE AS TOLD BY PURELIGHT POWER. I QUESTION THIS DURING SALES AND CONFERENCE CALL WITH THEM BEFORE INSTALLATION STARTED. SAID BY THEM I WOULD BE GETTING ESTIMATED REBATE CHECK TO USE TO KEEP PAYMENT DOWN OR TO USE HOW I WANTED, WHICH THEN PAYMENTS WOULD RISE. THEIR SALES POINTS ARE 1) LOWER YOUR ELECTRIC BILL BECAUSE COST IS RISING, 2) NO OUT OF POCKET FOR INSTALLATION AND THE BIG 3) TAX CREDIT REBATE CHECK WHICH IS THE BIGGEST SALES POINT THEY MAKE, AND TO TELLS OTHERS THIS SO THEY TOO CAN GO SOLAR. TO GO BACK AND SAY THEY ARE NOT TAX ADVISOR THEY USE IT AS SALES POINT AS WHICH PHOTO ATTACHED IS PROOF, THIS IS ALSO NOT INFORMED AGAIN DURING DOCUSIGN WHICH I GUESS LIKE ME AND OTHERS DIDN'T READ FINE PRINT BECAUSE IT GOES THRU A LOAN COMPANY SIGNED TO THEM. YET STILL THRU PROCESS AND TALKING TO THEM DIRECTLY THEY SAY REBATE CHECK TAX CREDIT. IF OTHERS LIKE ME DON'T HAVE A HIGH ITEMIZE DEDUCTION YOU GET NO CREDIT AT ALL OTHER THAN THE STANDARD. SO BECAUSE OF NO REBATE CHECK TO GO TOWARDS LOAN TO KEEP MY PAYMENTS DOWN TO WHERE I FELT COMFORTABLE IT GOES FROM $232.86 TO $334.08 WITH DIFFERENCE OF $101.22 TIMES 282 EQUALS TO $28,544.04 MORE FOR THE LENGHT OF THE LOAN WHICH IS UNFAIR DUE TO THEIR SALES TACTIC THEM ALSO WANTING US TO GIVE OTHERS SAME SALES PITCH

  

  Business Response

  Date: 02/06/2024

  For inquiries related to the loan, it is recommended to contact your specific lender. However, concerning the payment increase, the overall contract price remains unchanged. Failure to apply the Tax Credit results in an escalation of monthly payments after 18 months of interest-only payments. This adjustment is essential to fulfill the agreed-upon financed amount within the chosen term.
  
  Please consult the attached document for more details. We inform all homeowners about the availability of the Federal Tax Credit when transitioning to solar energy. It is important to note that eligibility depends on individual income and tax obligations. Consequently, we cannot guarantee receipt of the credit, as explicitly stated in our Purchase and Installation agreement.

  Customer Answer

  Date: 02/06/2024

   
  Complaint: 21251916
  
  I am rejecting this response because: true are quoting documents signed but at same time as they are being signed your telling us it's going to be a tax credit rebate check, that's why you show us the projected credit refund and when questioned during sale and before installation your saying rebate to be applied to loan to keep payment cost down and for it not to go up. If I was the only one bringing this to attention could probably accept this but this is your ****** point to show us how to keep cost down. Otherwise this is what your also showing loan company, after so many payments if this rebate isn't applied to loan then it's adjusted to a higher amount

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

• Initial Complaint

  Date:01/31/2024

  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.

  I was lied to from this ************** They have got me in a financial mess that I cannot afford and they knew I was on disability when I got the solar panels.

  

  Business Response

  Date: 02/08/2024

  We have attempted to work with ****** on his issue multiple times. ******* complaint is that his solar electric system is not offsetting the cost of his gas bill. We have not, do not, and will not claim that our solar installations do anything to cover natural gas charges. This has been explained to ****** several times.

  Customer Answer

  Date: 02/08/2024

   
  Complaint: 21227812
  
  I am rejecting this response because: The sale's person lied to me! He said it would wipe out my electricity bill completely and it did not. He said I would have enough credits build up through the winter months to balance itself out with the gas and it did not. They knew I was on disability and they took advantage of me. They also have cut off all Communications with me and won't respond to my phone calls anymore. They knew there was no way possible I could afford two sources of electricity because of my income and he assured me that the only thing I would have was a solar payment and that was it. They have gotten me into a situation that I have no idea what to do and it's scary. How they can do this to people is truly unacceptable and not right. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/11/2024

  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.

  In early March 2023, I checked Energy Trust of ****** to be sure that Pure Light was one of their contractors, so that I would be eligible for their cash incentives as I added solar panels to my home.Pure Light Power was listed. On March 21 2023, I signed a contract with Pure Light Power. At that time I felt they were very professional and efficient. However, I made phone calls later on, asking about the incentives. I got the run around, being given another person etc., leaving messages that were never answered. This is when I became more wary of Pure Light Power. I finally contacted Energy Trust of ****** and found out the company had been taken off their list of contractors, as of April 1, 2023 - Pure Light, of course, did not mention that to me as I asked about incentives. But I thought I was still covered. However I found out that the cash incentives are not awarded until the job is completed, and that was several weeks later, when Pure Light Power was no longer a certified contractor with the Energy Trust. I am living very tight financially, and would never have gotten solar panels without expecting a large reimbursement from the Energy Trust.

  

  Business Response

  Date: 01/17/2024

  We acknowledge the frustration expressed. However, it's important to note that any tax or rebate incentives are administered by third parties and are subject to change. Our agreement does not assure savings or guarantee the availability of incentives. Once a project is completed, as a company, we do not provide refunds for project cancellations.
  

  Customer Answer

  Date: 01/17/2024

   
  Complaint: 21116130
  
  I am rejecting this response because:  I know that Purelight needs to take responsibility for its salesman who misinterpreted and also withheld the information that Purelight was no longer  going to be an active contractor for ******** ********** of ******* which, in turn, took away any possibility of state incentive money to me.  I would not have gone with Purelight, had I known.  As mentioned previously, prior to our meeting with the salesman, I did check the ****** ***** of ******* and Purelight, at that time, was still listed.  So what is a person to do?
  
  Sincerely,
  
  ***** "*****" *******

• 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.

  I did not buy from this company. I filled out a form to find out if they offered solar panels in my rural area, which is what their ******** ad said the info was for. They called me. I wasnt available and let it go to voicemail. They then called me at least four times directly in a row in the same few minutes as well as sent a text with some strong sales phrases, and because of this I decided it sounded like a business that used a lot of pressure tactics, so I decided to not work with them or answer their calls. These repetitive calls and manipulative texts continued for days on end from different phone numbers. Every single day. I know they were from purelight because after a few calls directly in a row in the same minute or two, there would be a textsometimes declaring who it was, other times being more cryptic. The pattern was uncanny. After a month or so the calls and texts slowed down. And I stopped screening numbers I didnt know. I ended up picking up a call today. I asked politely and immediately to please be taken off the list. They asked if I changed my mind. I said yes. They asked why. I said I hadnt expected to be contacted so much. They then mocked me saying they fill out forms all the time without expecting more info all the time, so they understood, perfect. And then they hung up on me. And I was reassured that I was right to not work with them. I felt harassed when they were calling as well as when I answered.

  

  Business Response

  Date: 11/10/2023

  We've alerted our **************** about the request to halt further contact, and our records have been updated accordingly. We apologize for any inconvenience caused. While we enthusiastically pursue all leads, it's crucial to maintain a professional standard.
  

  Customer Answer

  Date: 11/10/2023

   
  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,
  
  *********************

  Customer Answer

  Date: 11/14/2023

  Theyre claiming that now because they were supposed to have removed me. Here is just one of the texts I received from them. 

  

  Business Response

  Date: 11/16/2023

  We never meant to contest or challenge our outreach efforts. We apologize for any misunderstanding regarding the concept of a marketplace relationship as perceived by our marketing team. As mentioned earlier, we've adjusted our records accordingly and will honor the request to halt further communication. Thank you for your understanding.
  
  
  

• Initial Complaint

  Date:10/25/2023

  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.

  We contracted with pure light power to install solar on our home.Multiple problems have occurred and nothing has been resolved thus far.First, one of their employees dropped something and hit one of our vehicles causing damage. We addressed this with pure light power, only to be basically blown off and told that there's no way they could have done it when there was no other possibility but it was them..Second, when we agreed to purchase the system, the salesman specifically told us we would be eligible for a $13,000 rebate. This was to come either off the bill or we would also have the option of getting a check. We chose to receive a check so that we could use that money towards other things on our home. We have yet to see a check, the salesperson has his phone set to automatically send us to voicemail, and when I've talked to Pure light, they deny any such program ever existing. Either the salesman is a liar, or pure light dropped the ball. Either way, they should be on the hook for that $13,000 because we did our part.We also have problems with debris left to not cleaned up properly, namely some screws in other Hardware that could have easily punctured tires.As of the date of this complaint being filed, we still have not had our witness test in our system is still not live and we are going to be due to start making payments on this very soon. To say that we are unimpressed with the lack of professionalism out of this company is an understatement. To say that we are displeased with the service we received is an understatement. It seems to me that pure light power is more interested in putting coin in their pocket and then not doing much for the customer once they receive their payments. Our system is still not live, and until I complained they hadn't even gotten the witness test scheduled or even gotten a representative from MidAmerican assigned yet.I am not amused of the fact that when we tried to resolve this with the main office, we were told we'd reach somebody in ****** but it wasn't the corporate office, when the phone number was on the website as a corporate phone number. This does not seem very honest either on the website, or with the person we spoke with. We cannot get anything resolved and they are purposely avoiding us at this point.

  

  Business Response

  Date: 10/30/2023

  After a thorough review of the situation, we have identified five primary points of concern, and we are committed to addressing each one.

  Vehicle Damage during Installation: We have confirmed, through photographic evidence collected at the time, that the vehicle damaged during the installation is not the same one that was present in the driveway at that time. Based on this, we do not believe we are responsible for the damage as reported.
  
  Credits and Rebates: As per our agreement, we cannot guarantee credits or rebates since they are issued by third parties. The mentioned amount corresponds to the Federal Tax Credit, a benefit that is claimed during your annual income tax filing. This credit is contingent on an individual homeowner's income and tax liabilities and is not something we can promise or compensate for if a homeowner becomes ineligible for any reason. We recommend consulting with your accountant or tax professional to ensure you can take full advantage of this opportunity offered by the ******************* It's important to note that the Tax Credit is not a service provided by Purelight Power.
  
  Project Completion: We understand your desire to have the project finalized promptly, and we will ensure that the necessary inspections are scheduled and carried out. Additionally, we are committed to tidying up any remaining mess by assigning our personnel to remove all debris resulting from our installation from your property.
  
  Correct Contact Information: We will rectify any issues with our contact information to ensure you can always reach out to the relevant office for any questions or concerns.
  
  Communication: ******************** Manager has been in communication with the relevant departments to address your concerns. We apologize for any delay in our response. ******************** Manager will personally contact you to discuss these matters further.

• Initial Complaint

  Date:10/23/2023

  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.

  When we started in 2022 with the solar panels on our home we where promised signed a contract:1 with Purelight and our loan company ******************************* in our contract we where agreed that we would get a $********* tax rebate in 2023. And when we got our t we had to apply this money to our loan with Addition or our payment would go up ****** more a month. We have 7 months after taxes date or payment would go up. I filed our taxes and there was not $********* in pocket that we would have gotten. It was a rebate of ********* over the next 5 years of $5,000 a year towards your taxes able income savings. So now payment went up. Purelight would monitor our solar and if we had a problem they would come fix it for free. They never fixed our system nor knew half our system was down for three months in the summer due to faulty wire of there installation that almost burnt my home down. Causing use to have no power backed up for winter so now we will have ******* power bills and a loan bill of ****** I have ask for help No call back or they call and say they will help they sent small little checks twice in one year but I have paid out more than ****** in power and loan payments with ********* of solar on my home when I am not supposed to have one power anymore but I have be getting a bill every month But two months out of 1 year. This company owes us compensation for the lies and broken promises, plus breach of contract. I have called and asked management to call and they have on 9/22/23 had a audit ran on my system that does not produce what was promised as well and said they would call me at the rank of that day. I told ************************* Manager of ******* office who called and if not called back in 10 business day what we would be asking for and complaint with BBB they didnt call. We asking we fully refund of loan $********* back due to breach of contract. Remove solar panels, repair roof from panels being put on. I have been promised help so many times andNothing

  

  Business Response

  Date: 10/31/2023

  As a company, we adhere to a policy of not allowing project cancellations after installation. We recognize that there are concerns regarding the current project, and we are committed to addressing these issues. First and foremost, it's important to note that the Tax Credit, as per our agreement, cannot be guaranteed. This rebate is granted by the ****************** through the *** during the income tax filing process and is contingent on household income and tax obligations. We strongly recommend consulting with your accountant or a tax professional to ensure you make the most of this credit.
  Our management team is presently reviewing the recently completed production audit. We apologize for any delay in our response and anticipate reaching a resolution soon. Once the review is approved, we will be in touch to discuss this matter further.

  Customer Answer

  Date: 10/31/2023

   
  Complaint: 20771486
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 11/01/2023

  There is no solution on this matter. That have had a year to fix my solar panels and give me the proper ***** that my panels are supposed to generate. The audit was to be *** back in September and still to this day has not has ***e. This company always says they will get back to me and never does. If we cant get help with the BBB we will have to take the company to court. I ***t know what else to do to make this company honor our contract agreement that they are in breach of. 

  

  Business Response

  Date: 11/02/2023

  Please note that the uploaded images are for an installation agreement with Blue Sky ****** who is not affiliated with Purelight Power in any capacity. We have notified Customer Support and will be sure to email a copy of our Purelight Power Installation agreement. We have also attached it with this response. 

  Certainly, we haven't yet found a resolution to this exceptional issue. After conducting a thorough system audit, we've observed that it's not meeting our initial projections. Although these numbers are never set in stone, we recognize that they significantly deviate from our estimates. As mentioned earlier, our **************** Manager spoke with relevant departments to gather the facts and figures and is now currently in discussions with executive leadership to determine the appropriate next steps, and will attempt to contact ******************* within the next ten business days. 

  

  Business Response

  Date: 11/02/2023

  Please note that the uploaded images are for an installation agreement with Blue Sky ****** who is not affiliated with Purelight Power in any capacity. We have notified Customer Support and will be sure to email a copy of our Purelight Power Installation agreement. We have also attached it with this response. 

  Certainly, we haven't yet found a resolution to this exceptional issue. After conducting a thorough system audit, we've observed that it's not meeting our initial projections. Although these numbers are never set in stone, we recognize that they significantly deviate from our estimates. As mentioned earlier, our **************** Manager spoke with relevant departments to gather the facts and figures and is now currently in discussions with executive leadership to determine the appropriate next steps, and will attempt to contact ******************* within the next ten business days. 

  Customer Answer

  Date: 11/03/2023

   
  Complaint: 20771486
  
  I am rejecting this response because: They have had over a year to fix the low productivity on my solar. I have been calling Purelight from the 2nd month of installment for help on the product of power that I was not receiving. They have had a year to fix this issue and all we get is we will get back to. We are talking to management and we will take care of the issue. They always tell me this and nothing has happened at this point. So this is entirely unbiased and speculation on there half. Purelight has not contacted me in over a month. I was suppose to be called back on 9/2/23 with all my information about the productivity of my solar panels after the audit by the end of the day. This call back never happened. I gave them well over a month to do so and they did not. Thats why we are here today. 
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 11/03/2023

  Attached are emails that I have requested audits on our solar system and never received any response from the about my production and what they would have done to help us produce what was promised. That was two of my emails sent and no help. And other times that I asked for them to help. Still they didnt help. 

  Customer Answer

  Date: 11/03/2023

  Attached are showing the whole year from Pacific Power on what we used and what they received in from my home. 

  Customer Answer

  Date: 11/03/2023

  Power bills showing what we made from solar and used from Pacific Power

  

  Business Response

  Date: 11/08/2023

  Yesterday, on November 7, 2023, our **************** Manager initiated contact through email, inquiring about a suitable time for a discussion regarding the mentioned concerns. Kindly respond to this message promptly, and we will promptly arrange a meeting.

  Customer Answer

  Date: 11/11/2023

   
  Complaint: 20771486
  
  I am rejecting this response because: I have replied to Purelight thru email provided attached to the email that they sent **. Email is attached. We emailed on two separate occasions one on the 7th and on today the 11th. On the 11th we gave them 10 days to call my cell and or mail us a letter letting us know what they are going to do to settle this matter. If they do not call or send letter but 24th of November 10 working days not including the weekends. Than we are asking the Better Business Bureau to prosed with helping us resolve this matter ASAP. 
  
  Sincerely,
  
  
  *************************

  

  Business Response

  Date: 11/20/2023

  Our customer service manager successfully made contact on 11/14/23. Based on the findings, our support management is now reaching out to our executive team for additional input and approval regarding a suitable solution.

  Customer Answer

  Date: 11/20/2023

  I have received a phone call from Purelight on 11-14-23  from ********* informing me that they are unable to provide us with the power that was promised to us in our contract. There is no way they can help us make more power as they had in are contract. We are under producing by more than ***** kilowatts. They said we will have to deal with having a power bill and our loan bill until we pay our loan off. Than we will always have some kind of power bill. In our contract it was stated that if we didnt produce enough power to our home they would add more panels but they told us that they cant and offered us a settlement of ****** dollars. Which to my family and I is no where near the money that we have put out in the last year in bills and in years to come. Nor would it put a dent in the loan we owe for the loan we have on solar panels that will never get rid of our power bill as promised. On 11-17-23 ********* did call and tell me they had not made any decisions on giving us more of a settlement for breach of contract on there company behalf. What do we do?

  Customer Answer

  Date: 11/27/2023

   
  Complaint: 20771486
      Yes they did call me on that date and admitted to me a breach of contract and that they were going to give me a small settlement of $10,000. I asked for a bigger settlement they said that they were going to get back to me within three days and that was on Friday 17th they got back to me said they hadnt made a decision and today is November 27 and they have never bothered to get back to me So now Im at a standstill now I am looking for an attorney to *** for preacher contract. 
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 12/04/2023

  We regret not being able to respond promptly during the brief holiday week. Our Customer Support Manager addressed this issue again last week, and we've successfully reached a satisfactory resolution with ********************. Payment for reimbursement has been approved and is currently in process. Thank you for your understanding.

  Customer Answer

  Date: 12/06/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is what they said is the best they can do for my husband and I. They have me in a corner. I have no experience in this matter nor how the laws are for what they have done to us. They now that. So I signed the paper work for what they said they would give us. In the paperwork attached say I release them of responsibility. Which is not what I wanted at all but what else was I to do. I went to the better business bureau for help on this matter so I would know what to do, but no one called or reached out to let me know my rights as a consumer. So I signed the agreement unknowingly and not knowing my rights nor this company has superior bargaining power over us knowing there business rights and I didnt. Which didnt give us a reasonable bargaining opportunity to understand or negotiate the settlement  of the breach of contract Unconscionability puts us in a bad position and they got us to sign something that we dont agree but, they makes us feel like we had to. Very unhappy feel robbed of my rights and ****** of solar on our home that we know we will always have a power bill and its low bill a month saving no money. Very sad. This is our for ever home. 
  
  Sincerely,
  
  *************************