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:05/22/2023

  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.

  Purelight Power promised ** a $0 electric bill (not including the meter) for putting in solar after a year when the solar had built up the energy. It is now 2 years later and our electric bill is not $0, it jumps around from $80 to over $200. We have called purelight several times and they wont help us telling us there is nothing wrong and that there is nothing they can do. We have told them several times that the there is something wrong with the inverters as the solar panels are not equal. They hung up on **. We have called the electric company and they have come out and investigated and there is nothing wrong with the electric itself and that its the solar panels. Going with Purelight was the worst decision as they have treated ** horrible from the beginning and basically took our money and ran without hearing from them again. We would like a full refund or a replacement of solar panels with more efficient solar panels from another company.

  Customer Answer

  Date: 05/30/2023

  To whom it may concern:

  I have attached the documents supporting that my mother *********************** is a customer with ********************** LLC and that I am representing her as she is not computer savvy. I have also cc'd her to this email.

  Please let ** know if you need anything else.

   

  Thank you,

   

   

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

  

  Business Response

  Date: 06/08/2023

  Purelight Power does share that every home can generate its own electricity. The amount of panels you have creating your own power and the amount of killowatts you use daily/monthly will determine if you will receive a power bill from the power company. Looking into your system Purelight Power did generate two designs for your home.  *** design had 47 panels that would have a 99% offset of your power bill, most likely you will be producing enough solar power to not receive a power bill most months. The design you chose (Oct 2021) has 21 panels that have a 61% offset.  This means you will have power bills due to the system not producing enough production to alleviate the power company from providing you power.  An audit of what you were promised in production and what you have been generating has been completed (Nov. 2022).  This audit did determine your system did not produce enough production.  We gave 4 panels at no charge and installed them Jan 2023.  We did note that you spoke to the power company, who did come out to your home because you stated that your neighbors were stealing your power (Nov. 2022).  I do not have a document that states the power company determined the solar panels were having any issues.  
  

  The statement of contacting Purelight Power several times and you were hung up on, is not a practice that the company will condone or tolerate.  We apologize for this action and will ensure this does not happen today and into the future.  We are sorry you do not feel you have been treated with the businesses core values, that is to provide an option for affordable home solar to homeowners while providing a great experience you can pass along to your neighbors and community.  We do see where we had a design flaw and corrected the issue with free to you panels. We show notes that someone from Purelight Power has spoken to you multiple times since July 30, 2021 when we started talking about going solar. 
  

  We can not provide a refund of your system or replace any panels as all panels are operating as they should be. 
  

  Thank you for doing your part in reducing carbon footprint & protecting the planet for future generations.
  

  
  

• Initial Complaint

  Date:04/03/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We entered into an agreement on 9/30/22 to purchase a home solar power system. We were told by the sales rep that power produced but not used would be credited for future use. On 2/15/2023 after the system was installed and paid for, it was brought to our attention that any unused credits would be lost in April of each year. Had we known this prior to entering into the agreement, we would have purchased a system that produces less energy to avoid the risk of losing credits...especially as we anticipate using less energy as our children will be leaving home within the next coupe of years. We then commenced discussions with Purelight and the sales rep admitted that he inadvertently did not provide the details of the credit. Over the next several weeks, we attempted to resolve this situation, but Purelight refused to amicably rectify the situation. At one point they said the sale rep would have to pay us his personal funds to if we wanted a resolution. Purelight just deflected blame to the energy company and the sales rep. **** gave the same runaround and refused to take accountability for the error. We feel that we entered into agreement under false pretenses. Some could perhaps argue that were fraudulently induced given the misrepresentations.Our current system was designed to produce 95% of our historical usage. Had we been aware of the credit situation, we would have gone with a smaller system, around 90% of the historical usage. My calculation is this would have required **** fewer panels, which equates to a cost of $2,453.52. Attached is a copy of my email to Purelight dated 3/27/2023. I have not filed a complaint with any federal agency nor have I provided any negative public reviews. I provide generic feedback to neighbors as I am hopeful for an amicable resolution so I can provide complete feedback to others regarding how Purelight operates. I hope Purelight choses to do the honorably thing...otherwise, we will be forced to continue to escalate the matter..

  

  Business Response

  Date: 04/07/2023

  Our team has been cooperating with the customer regarding the education surrounding net metering and the credit reset. Permission To Operate was provided in late February. Additionally, the system is 93% offset, not 95% which would allow for fluctuation once his energy usage shifts (see **************** attachment). This would technically leave no credit leftover should his usage remain the same as previous years.

  
  We discussed the situation with the salesman and he does not recall sharing any information regarding rollover credits and intentionally is very careful when speaking on that with customers because of the importance of the subject. The salesman also stated that he never meant to intentionally mislead the customer, and offered his own personal compensation to ensure a good experience for the customer. That was not directed by the company, and is not part of our policy when discussing issues with the customer. We train our sales team to go through the solar process in its entirety, which includes net metering policies within their specified region and have further communicated that with the salesman.

  
  On Nov. 9 the customer signed a document that outlines the net metering policies and included documentation surrounding the yearly reset and how MidAmerican handles net metering credits (see IO election (24) and iowa_level_1 (26) documents). This policy is determined by the utility company, not Purelight Power.
  

  Once this situation was brought to our attention, we expressed that the system we designed has been finalized and that we are unable to reduce the system size or provide repayment.
  
  
  

  Customer Answer

  Date: 04/11/2023

   
  Complaint: 19888577
  
  I am rejecting this response because: Their response demonstrates a pattern of misinformation and inaccuracy. Purelight has misled us. They are not dealing in good faith. They state they have been working with us since Februaryhow? By consistently deflecting blame and refusing to accept responsibility for their error? Their offer is to do nothing and that is not acceptable. 
  

  Unfortunately, Purelight has a credibility issue which is preventing an amicable resolution. We have spent a lot of time and money on this product only to be disappointed in the lack of ethical business practices by Purelight.

  It is clear that attempting to work this out via BBB isnt going to work. On to the next step of filing formal complaints and informing our neighbors and the public.

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

• Initial Complaint

  Date:02/03/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *********. I was told by an employee my rate was locked in until April. He told me that before the install we could switch this out of my name and over to my husband's as it would not be an issue as long as his credit score qualified. Then they told me it would be another 12k then lowered the new charges down to 8k. They continue blaming the bank for providing me with deceptive information. I was also offered to have my install date falsified so that I could use it early on taxes. I no longer have anything to do with this company and I have documentation to support what I'm saying. I want this credit hit taken off of my report since they lied from the beginning. I will provide any necessary documentation. I'm contacting tax officials as well since I was told they have committed tax fraud for other customers they currently have.

  

  Business Response

  Date: 02/28/2023

  We have been in frequent communication with ****************** around the desire to switch the loan. The bank is unable to re-run the loan under the same terms if we are to switch to her husband's name. This switch would increase the interest rate, and a fee would be assessed. We communicated that with ******************, and have informed her that due to these factors and limitations, we are unable to provide any further action or assistance for this specific matter.

  
  We are unaware of a conversation concerning the falsification of the install date. The signed contracts include the date of signing (October 21, 2022) and a tentative install date, which is expressed in Ms. ******** contract as December 21, 2022. This is standard for all solar installation contracts with Purelight Power, and we strive for installation to be completed within 2 months of signing. This is the exact time frame expressed in Ms. ******** contract.

  
  In our documentation signed by our homeowners at the point of sale, we express that customers should consult their tax advisor for specifics regarding their tax situation as we are not tax professionals.

  
  Attached is all documentation surrounding the signed contracts.