Complaints

This profile includes complaints for Infinity Solar USA's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Infinity Solar USA

  6919 24th St W Tacoma, WA 98466-5428

  
• 

  Infinity Solar USA

  2730 E Jones Ave Ste 101 Phoenix, AZ 85040

  

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:06/22/2025

  Type:Order 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.

  - 7/2024: Young lady knocked on my house door asking if I was interested in a free consult for solar installation. I said yes.- 7/19/24: ***** ***** visited my house and we talked about solar installation. I told him my concerns of solar being installed on my roof. My house was built in 1924 and has a rather "unique" roof. I shared this concern with *****. He said they would evaluate the roof. - 7/30/24: ****** ***** came over to my house to do roof evaluation. He evaluated the roof and quickly determined that it would need a major renovation to tolerate the weight of the installers and the solar materials. ***** and I spoke about this and I told told him that I wasn't interested in installing solar because I wasn't willing to renovate the roof. He agreed that installing solar on my roof wasn't feasible without major renovations/expense. I verbally cancelled with ***** ***** that same day(7/30/24). That was the last time that I spoke to or heard from ***** as I was under the impression that it was the end of my free consult.- 4/9/25: received an email from Xander ******* asking if I was planning on the Infinity Solar project, and if not I would incur a $1500 cancellation fee. I wrote back asking why is this project still pending, I cancelled with ***** nearly a year earlier. My complaint is:- ***** was at my house when I initialed the electronic Docusign. At no time did *****, or anyone from Infinity Solar, mention a $1500 cancellation fee, or when our agreement started, or when the cancellation fee deadline was, or anything about the process to avoid this cancellation fee.I wasn't properly informed.- Why was it a nearly a year later that they contacted me about this? I cancelled with ***** nearly a year earlier. Why did he not inform me that further action was need to cancel?- I believe that I am being scammed by Infinity Solars poor practices, deceptive tactics, lack of informed consent, unprofessionalism, misinformation and inadequate communication

  Customer Answer

  Date: 06/29/2025

  I recently filled a complaint with BBB about the fraudulent, deceptive, unprofessional, poor/inadequate communication, consent was not informed. In July 2024 I received a free evaluation from Infinity Solar for potential solar install on my home. Because of structural issues with my roof it was quickly determined that my roof was not structurally sound enough for a solar install. I was told that without major renovation to my roof that Infinity Solar would not be able to install solar on my roof. I agreed. We determined that the project was cancelled. Nearly a year later, I had not heard anything from Infinity Solar since we talked about cancelling the project in July 2024, I was contacted by the company saying that I owed them $1500 because the cancellation process was not done properly. Why was I not informed at the time of cancellation that further action was needed to cancel the project? Why was it nearly a year later that they contacted me saying that I owed them $1500? Why was this not brought to my attention earlier? Informed consent was not obtained Ineffective communication by the salesman that came to my house, never said anything about this cancellation fee. And never said anything about further action was needed to cancel after we discussed that the project was cancelled. Ineffective communication, fraudulent business practices, unprofessionalism, deceptive tactics. I'm filling a second complaint because on my initial BBB complaint I clicked the "no further contact by the business" but I would rather Infinity Solar drop this bogus $1500 cancellation fee.

  Desired Resolution

  I'm filling a second complaint because on my initial BBB complaint I clicked the "no further contact by the business" but I would rather Infinity Solar drop this bogus $1500 cancellation fee.

  
  

  

  Business Response

  Date: 07/01/2025

  After reviewing the details of this project, we have decided to waive the cancellation fee for this customer. We wiill close the project and no further action will be taken.

  Customer Answer

  Date: 07/01/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23504534, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Bryan Read

• Initial Complaint

  Date:05/13/2025

  Type:Billing 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.

  To Whom It May Concern,I dispute a $4500 collection attempt by Infinity Solar USA. In October 2023, a representative, **** ******, offered a quote for solar on a future garage project. I only requested the quote and never agreed to a project.Despite this, Infinity Solar USA is demanding payment for work performed, claiming permits were filed. Bernalillo County confirms no permits exist for my property (**************************************************************************).I believe this is a strong-arm tactic. As a retired *********************** I honor commitments, but I only authorized a quote. I request the collection attempt be withdrawn and all contact *************: ************.

  

  Business Response

  Date: 06/02/2025

  After reviewing this project, there is no record of the customer requesting to cancel the project within the allotted timeframe after signing the project agreement. We are pretty far into the process and have invested significant resource and expense in advancing the project. Our last contact with the customer was on 5/16/25 whereby on of our internal staff spoke with the customer about having the sales *** contact him to resolve the miscommunication. If the customer is responsive to the sales *** call, we can possibly resolve the issue.

   

• Initial Complaint

  Date:01/14/2025

  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.

  In July ***************************************************************************** hearing their pitch and willing to fill out their application form, that I was planning to sell my house so likely would not go ahead at that time with getting solar panels installed and would prefer to wait until after we had moved. The salesman assured that it was just an application as the program was also a financing plan that would be paid through monthly electric bills going forward, and this was essentially a credit check that was required in order to be approved. He explicitly told me when I asked that there was no fee for backing out if I decided not to go ahead. 2 months later I began receiving emails through *** and this company regarding CAD but no follow up regarding when and if they were going to continue, Later, on 12/20 a text was sent to state they are moving forward and roofing would come out to start work. Due to the holidays, I didnt reach out until 12/31 to follow up. I didnt get a follow up until 1/6 which was also the day scheduled for the roofers. From there, it got pushed out with no follow up unless i asked. This resulted in loss of overtime hours that my partner could have had because he was waiting for them to show. At this point, I requested to push everything out because of the lack of communication. I was then contacted by a manager on 1/10. I let him know the experience and was getting ready to sell my home which would make this irrelevant for me. He has Continued to be pushy and rude through texts from 1/10 through present. Further, he is expressing a cancellation fee of which I was unaware as no work has started. I do not want any further dealings from this company and want no fees to be imposed. I feel like Im getting scammed and pushed into this due to lack of communication. They also have roofing materials sitting on my roof that I want them to remove as I no longer want anything to do with this business or its dealings. Please help

  

  Business Response

  Date: 01/20/2025

  We understand the customer is now hesitant to proceed given that the home is expected to be sold in the near future. We do allow a project to be cancelled without a penalty in the early stages, but in this case, we are beyond that point and have been communicating consistently with the customer along the way. We hired a sub-contractor to replace the roof and have already purchased material which cannot be returned. We have several options that make this project still very attractive to proceed and are currently trying to reach the customer to discuss them. We have been unable to coordinate a time to talk with the customer to resolve the issue, but are confident we can do so without any penalty if we can get a return call. In this case, there will unfortunately be a cancellation fee as well as the additional cost of the unreturnable materials we purchased specifically for this project should the project not proceed.

  Customer Answer

  Date: 01/25/2025

   
  Complaint: 22812459
  
  I am rejecting this response because: 

  I was not informed of where I was in the stages and only recieved emails for a CAD design which didnt enable me time or insight to follow this cancellation policy. There was little communication and more recently the little communication I have gotten through my follow up through texts has stopped. They have also not offered a call to discuss this matter. I have requested itemization of the cancellation fee and this is the first Im hearing of fees relating to purchased materials. I have asked for all options on this matter that are available to me and have not gotten a response. I have gotten do the project or cancel with a fee. No work has been done and no follow up.
  

  I would like my request for all options and itemization of cancellation or I will not consider the matter resolved.

  Sincerely,
  
  Jhayd ******

  

  Business Response

  Date: 01/31/2025

  We have been in communication with the customer since this response and are working to resolve the matter. We are sending the invoice and options via email. We would prefer to speak with the customer directly to explain the options, but will try to faciliate a resolution through email if that is preferred. We will wait for the customer's response once she's had an opportunity to review the information. 

  Customer Answer

  Date: 03/21/2025

  I have been going back and forth with this business regarding cancellation and other options relating to installation of Solar and roofing. I have been provided options that are all incredibly steep. Upon reviewing the project agreement, there is a data of cancellation noted as 11/14/2024 but no date on the top of the document. I went to check my email correspondence as this business has not followed up accordingly since the application in August 2024 and I did not receive any indication or notice that I could have cancelled by the date and have only received this document as of 2/12/2024 due to multiple complaints and contact with the business. I also noticed that I signed this agreement as of 12/5/2024 with the cancellation pre-dated for 11/14/2024. As such, I no longer want to do business with this company and do not feel I was adequately notified of my right to cancel so the cancellation should be waived.

  Desired Resolution: Billing Adjustment

  Customer Answer

  Date: 03/26/2025

  I have written several complaints and the most recent one on 2/14/25 has gone unanswered. I had a door to door salesman come to my home in 8/2025 and offer solar and was told I would be supported throughout the process. I was advised it was no risk and I could fill out the application which would likely take up to 6 months and would possibly not go through. I elected to go through with it due to the minimal risk advised by the salesman. I didnt hear much of any follow up until December 2025 to advise roofing would be coming I. January 2025. I tried reaching out to state the date didnt work and did not get a follow up. They also kept rescheduling and asked to cancel the transaction. They advised I would be charged a steep cancellation fee and fee on the roofing materials which was not part of the agreement. Also reviewing the agreement, there was no advisement of the date in which I could cancel within the timeframe specified on the agreement and the dates are conflicting and did not give me any time or heads up to cancel. The company has no longer responded to complaints. I would like this entire transaction and all fees cancelled due to the agreement and cancellation dates not aligning with my right to cancel in a timely manner along with removing fees for any roofing as the purchase agreement did not specify any such fees.

  Desired Resolution: Billing Adjustment

  

  Business Response

  Date: 03/31/2025

  The customer's first communicated on 1/9/2025 that, "I'm getting cold feet on this because I am selling my house now. I need to talk to my realtor to see what to do." This was almost 2 months after signing the agreement and well beyond the CAD approval and permitting process. The contract language regarding cancellation is on page 6 of the document the customer included and states the following: 

  The client will be charged $1,500 for canceling the project after the site survey has been completed or three (3) business days since the signing of this
  contract or whichever is longer. Once the final system design (CAD) is complete, the client will have three (3) business days to review the design and
  request changes. After the review period, if the client does not request any changes or provide any other response, the CAD will be considered approved and will be submitted for permitting. f the client decides to cancel the project after the CAD has been submitted for permitting, they will be charged 10% of the system cost, up to a maximum of $4,500.

  We offered several options to the customer that would allow her to continue with the project and avoid the cancellation fee. Since she has rejected those offers, and would still like to cancel, she is responsible for the cancellation fee as described in the contract she signed.

  Customer Answer

  Date: 04/01/2025

  Complaint: 22931676
  
  I am rejecting this response because:

  in the agreement with the cancellation fee, there is no mention of any cancellation fees related to roofing. Further, the cancellation policy is not dated in the agreement itself which causes confusion on when I could have cancelled in good faith. Further, the purchase agreement dated 11/11/2024 with the cancellation policy (undated) was not sent in a timely fashion for me to cancel in good faith. This entire process has been convened without proper follow up and inconsistency in dates and communication since August 2024. I would like the dates to be reviewed and outlined in detail as to why they are holding me to the inconsistency of the cancellation policy dates or for the cancellation fees to be dropped as I believe this business has not operated in good faith. 
  
  Sincerely,
  
  Jhayd ******

  

  Business Response

  Date: 05/16/2025

  All of the information the customer is requesting has been addressed in previous responses. The cancellation policy is clearly described within the agreement and customer initialed the page with the cancellation policy and signed and dated the agreement. The date the contract was signed is the date that starts the cancellation policy timeline. Again, the customer notified us of the cancellation well after the CAD was approved. At that time, we stated multiple times that there would be a cancellation fee and tried to accomodate the customer with reasonable options that would get the project back on track and avoid the fee. Those were rejected so, per the agreement, a cancellation fee is applied.  I can agree that the cancellation policy does not specifically state there would be a charge for the roofing materials that we could not return. Therefore, we will remove those additional charges from the invoice. Otherwise, we do expect the project to either resume or the cancellation fee paid.

• Initial Complaint

  Date:01/13/2025

  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.

  Infinity solar difficult to work with. I was told that they would contact me on the condition of the roof before attempting to install solar panels. That never happened. I had dealt with another solar company in 2019 and was informed my roof needed to be replaced. I had a contractor check it out and he stated we had 5 years before we needed to replace the roof. So, I knew that we were facing this. There was never an estimate on how much this was going cost. However, weve been harassed by the company when I said that since they hadnt contacted us about the roof, I wasnt interested in completing the project. Now, they tell me I owe money to get out of the contract that they have not completed or been honest with us about. Were senior citizens and live on a fixed budget.

  

  Business Response

  Date: 01/20/2025

  We reviewed the information provided by the customer, as well as our internal notes, and see that the customer expressed concerned about the condition of their roof early in the process. We assessed the life of the roof to be approximately 8 years, which we recommend should be replaced prior to installing a solar system. We apologize for the delay in providing this information to the customer sooner and, given the circumstances, agree to waive the cancellation fee and will take no further action.

  Customer Answer

  Date: 01/21/2025

   
  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:12/14/2024

  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.

  We purchased a solar panel system in summer 2024. It has yet to be completed and we were misled by the company of certain benefits we would receive and we receive little to no communication from them to resolve our issues.The sales representative told us we would receive a 30% tax refund of the loan amount ($21,600) to apply toward our Good Leap loan. Weve since learned its a tax credit, not a refund, meaning it only offsets tax liabilities. With this year's federal tax liability around $15k, we cannot receive $21,600 in one year, meaning we will not benefit from the total reduction we were promised before selling our home.We were told the solar system would significantly increase our home value, but real estate agents confirm this is false, stating it adds little value and may harm our sale in ************ representatives are unresponsive to phone calls and emails. Calls are rarely answered or returned, and email communication is slow despite requests for email-only correspondence.We were promised loan payment credits while the system remains non-operational, but this has not occurred, and we are nearing our third payment.What I Want from the Company:Respond to emails promptly. My email was forwarded to the *** on Nov 25th, but Ive heard nothing since. I do not want phone calls, as they have gone unanswered for the past six months.Prioritize activation of our solar power system immediately. Ensure documentation is submitted directly to the *** inspector and expedite the process. The permit for work expires Jan 8th 2025.Reimburse 30% of the $72,000 loan ($21,600) by April 15, 2025, allowing us reduce our loan as expected. If the system can be operational by Dec 31st 2024 for us to be eligible for a portion of the 30%, then reimburse the remaining balance in order to equal $21,600 total towards our loan.Reimburse monthly payments while the system has been inoperable as promised, until the system is operational.

  

  Business Response

  Date: 12/19/2024

  We apologize for the poor communication with this customer and have been in recent contact to resolve the issue. The inspection is scheduled for 12/31/24 (first available) and we are working to provide the other agreed upon terms per our conversation. We expect the system to receive Permission to Operate (PTO) from the utility within a couple of weeks after the inspection. We do not have control over the *** inspection or utility schedule, but will work closely with them to help facilitate the process quickly.

• Initial Complaint

  Date:12/11/2024

  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.

  I had solar panels installed in April 2024 in *******, **. The sales guy promised me some additional items upon signing, including a check for $1,110 to make up for the difference in payments until I can file for tax credit the following year, as well as a smart home thermostat and install. He also told me what my electric bill should be after the install, after we looked at my previous bills and spoke with the electric provider. A month after my install, I reported that my ECU monitor was no longer working, and my electric bill is twice as much as what was told to me, but since my monitor is not working I cannot check how my panels are functioning. Months go by without a response from my project coordinator, I also enlisted help from my sales guy who said he would get someone to call me and no one ever did. I finally reach my project coordinator via the main line and she said she was having trouble getting someone out to my area and that she'd let me know when they have someone available. It has been seven months and no communication. I reached out to my sales guy again and he said he was let go because they have trouble installing in this area, and he never delivered on the items promised to me. This is a bait and switch company, they should never have been selling in this region if they cannot in fact provide any service here. I regret using this company for solar panels.

  

  Business Response

  Date: 12/19/2024

  We apologize for the poor communication and the delay in repairing the monitoring system. The solar system has been producing power to the home, but unfortunately the monitoring system is not functioning. We have contacted the customer and scheduled a technician to troubleshoot and resolve the issue on 12/23/24.

  Customer Answer

  Date: 12/24/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, the repair was completed. The business did not acknowledge the other parts of my complaint, but I assume I have no claim there just with text messages from their sales guy promising me additional items. This company shouldnt have an A rating if the only way to get issues resolved is to file a complaint with the BBB, as made pretty clear from other customers feedback. 
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:12/10/2024

  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.

  Do not trust this company infinity solar USA I had my system installed over a year ago, had problems off the start understood the pricing. I was told that I would be trading my electric bill for a solar bill. It has never been like that. I've been paying double electric bills. Still a full electric. And now a full solar bill called the company multiple times to render this issue, they do not call you back. It's like once they sell you the system they do not care about you. I have been trying to get the system corrected and I'm not able to do so with this company I have told them multiple times I want the contract canceled. I want the equipment removed from my house. Or fix it? And I get nowhere i've even involved a lender, and they've had problems with them

  

  Business Response

  Date: 12/19/2024

  We apologize for the poor response time the customer has experienced. We are working on an internal change to address this moving forward to improve our response times and overall service levels. We have contacted this customer to discuss and resolve the system issue. It appears the system is functioning normally, but is underproducing about 10% less than was expected. There are several external factors that could be impacting production, but we know it's not an equipment issue. To resolve this, we are working to add panels to the system, at not cost to the customer, to increase the system production. 

• Initial Complaint

  Date:11/25/2024

  Type:Order 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.

  I contracted with Infinity Solar USA to install solar panels on my roof. The installation was completed on October 3, 2024 and I paid a total of $16,819 for the installation. ****** **********, the project coordinator, emailed the following info to me: " Now your project will go through our quality control check to verify that everything has been properly completed. After the quality control check passes, we will reach out to schedule your inspection. Once the inspection passes, we will let the power company know. They usually take 5-20 days to come and swap out your meter. At that time they will give you permission to operate your system and turn your solar system on. After this is completed, I will send you the login credentials to monitor your solar system. Please let me know if you have any questions. Thank you so much."I have texted ****** 3 times: October 14, October 22, and November 4 to inquire about the schedule for completing the job and getting me activated with the power company. No one answers the phone and no one has responded to my text messages.On November 16, I called the phone number on their website: ************ and spoke to ******* ********. He said he would get back to me within 3 business days. I still haven't heard back from him. I have complied with the my part of the contract and I fully expect that Infinity Solar USA to do their part of the job in a timely and professional manner.****** ************ telephone number is ************. The company was fully engaged with the installation process, but the follow-up has been non-existent so far, At this point, my solar panels are useless, and I hope that the company does everything that was listed in ******** email above to get me connected to the grid.

  

  Business Response

  Date: 12/06/2024

  I sincerely apologize that the communication after the installation has been poor. We had an issue with our phone system and staffing which I believe we've resolved. It appears the inspection failed due to an engineering stamp which we have subsequently corrected. The customer was contacted on 12/2 with an update that the inspection is scheduled for 12/13 (first available). I have spoken with the team about the communication issue and expect the customer to have a better experience moving forward.  

  Customer Answer

  Date: 12/09/2024

   
  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:11/19/2024

  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.

  On 9/11/24, my sales *** through Infinity Solar, noted on my account to apply for the Energy within Reach and **************************** for me. I understood that this will delay my installation. In October, to my surprise, I was contacted to schedule for installation. I reached out to my sales *** wondering if my application has been approved. He then reached out his superiors and said they have not, but advised to proceed with installation and they can apply the incentives after installation. On 10/16/24, two days after my installation, an Infinity employee said they've maxed out on the allowed application they can submit for a month. I am a single mom of 3, they failed to inform me of this vital information as this is a deciding factor whether I have the panels installed or not because without the incentives, I cannot afford for pay for the panels. Infinity tried to make it right by offering to send me a check, but they advise me to fill out a W-9 form. I refuse to do this as I was never employed or contracted by Infinity Solar to do work or them. In fact, they are the once who did work for me. I shouldn't receive a 1099 form and have this affect my taxes.

  

  Business Response

  Date: 12/19/2024

  After reviewing the details of this project, we agree this unique situation does not require a W-9 and have provided the appropriate payment to the customer on 12/18/24.

• Initial Complaint

  Date:11/07/2024

  Type:Order 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.

  Zero communication; taking advantage of senior customers:Signed contract May 16, 2024; no response since May 2024. Must cancel contract with fee waived because of zero customer service. No confidence in company. We think it is a scam. Timeline:May 2024: Welcome email from ****** **********. Never responded to ***eated emails, phone and text messages when we called with questions. June 2024: No CAD drawings which had been promised in 30 days.July 2024: Called sales *** ****** ********; didnt remember me; never called back with update on CAD timeline which was already behind.Late October 2024: CAD drawings emailed to my husband, **** *****, by ***** ****. No response when we ***lied to her with concerns and requesting help.November 2024: Filing BBB complaint and void contract Phone number of *********, ** office does not connect to a live customer service. I have left ***eated messages since July 2024, never a response.Grave Concerns: Solar is a major investment for we two retired seniors; we do not have any margin for error. What other miscalculations have been made by the ambitious and inexperienced Infinity sales *** possibly taking advantage of older adults? In fact, we have often wondered if we are victims of some kind of scam.We do not want to do business with this company that has such poor communication and disrespect for senior customers. We will not be intimidated by their silent treatment.We will greatly appreciate the BBB's help in cancelling this contract.Sincerely, Greacian ***** and **** ***** ******************************************

  

  Business Response

  Date: 11/15/2024

  We apologize for the issues this customer had with our process. If the customer wishes to cancel, we will close the project with no cancellation fee.

  Customer Answer

  Date: 11/16/2024

   
  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. Thank you for your prompt service!
  
  Sincerely,
  
  Greacian *****