Complaints

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

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  EMPWR Solar

  1007 Johnnie Dodds Blvd STE 111 Mount Pleasant, SC 29464-6123

  
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  EMPWR Solar

  3445 Pelham Rd Greenville, SC 29615-4193

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/28/2025

  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.

  I find myself dejected in writing this post as Ms Amanda and Courtney have responded to what I belive is all they can but my system has been inoperable since september 2024 and like many I was told I would not have a electricity bill, but my loan bill ,************ the electricity company i am using stated the was a lie to garner sales ,with that knowledge I accepted the reality and continue to pay the 178$ a month loan fee plus my average electricity bill of 150 -200 .I stand by my decision that I belive solar is a great investment and truly hoped for a positive experience with this company ,unfortunately after multiple inspections frome thier repair teams i am still with a faulty system , that currently is doing nothing but reminding me of the excitement I had, of the potential this 44000 dollar system was meant to create and yet now i am stuck waiting . I am continuously requesting an update every week in hopes something will be done to rectify this issue, of a system that I have yet failed to miss a single payment , and have yet to recive an offer of financial relief or refund for over 8 months of an inoperable system that was advertised to eliminate the majority to all of my electricity bills. I belive it shines a poor light on the technology's great potential, when issues go unresolved for 8 months, with no compensation offered,as well as no measures taking to expedite the resolution of the issues, unfortunately it feels that once the sale was completed a defective product was delivered and installed and now we are just stuck paying twice the bill, we normally had to pay, I had hoped this issue would be resolved sooner but at 8 months I truly am at a loss.at a minimum I belive that at least a refund for the months of inoperable can be made, as i do not know the legal obligations are for a refund for the false statement of replacing the electricity bill.

  

  Business Response

  Date: 04/30/2025

  Hello Mr. ********, 

  First, I want to apologize for the negative experiences you have had with your solar system. We understand the servicing needs for your system have been less than ideal and hope moving forward we can provide better support to you. On 10/20/2024, a service ticket was placed with EMPWR Solar with concerns regarding your ******* system performance. With EMPWR Solar, ******* has their own servicing fleet that work to support our customers with servicing needs due to equipment malfunctions. On 12/11/2024, a site visit was scheduled with ******* support for the recurring error codes populating on your solar and battery system. After ******* support serviced the system they flagged water ingress as the suspected case of the arc fault on the system which is a workmanship case which would fall under EMPWR Solar's workmanship warranty. EMPWR Solar went out to the site on 3/3/2025 to correct the water ingress and ensure all spaces are sealed and tightened. However, our technician on site did not believe this was the cause for the ongoing arc fault. As a result, we have been communicating internally between our service department and the ******* service support to properly resolve this matter for you. EMPWR Solar has scheduled a service for Monday 5/5/2025 to resolve the system errors and will be working with ******* remotely during this time on site to ensure your system is operational and the error codes are cleared. 

  While the system can experience errors occasionally, we want to acknowledge this case has been abnormal and we are dedicated to ensuring you do not experience grievances as such in the future. After reviewing your system's production for the year, it has been determined that due to the system errors, your system has underproduced by 2,860kWh which is a loss value of $400.40 based on your utility's rate. EMPWR Solar is able to offer this as compensation to you and will be emailing you separately to obtain your details so we may process this accordingly for you. Our service department will also continue to maintain consistent communication with you on the status and outcome of your service.

  Thank you so much for being a valued EMPWR Solar customer. 

  Customer Answer

  Date: 04/30/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: it fails to take in account that I submitted my initial request in September 2024 and that if the systems is producing energy but is malfunctioning and i do not have access to the produced energy ,that in itself is cause for a more diligent review of the loss I as customer have taken. I have been very patient and understanding in these past 8 months of issues but at this point I truly feels like a blatant disregard to the severe lack of professional care ,as there is a screenshot of the initial request in September and again by your company's own admission ,as you mentioned in October when the system completely failed ,that is at minimum 7 months of complete inability of system use. I again am completely at a loss at the disregard for customer that has shown patience while I might never missing a payment, that the proposed resolution is 1 a blatant disregard for the fact that this issue has taking way to long to be reconciled, but even worse in the process of trying to redirect blame ,the attempt to not even acknowledge the simple request of covering the months of a malfunctioning system,  your company promotes and installs a basic courtesy ,instead an offer that equates to saying you only acknowledge 2 months of lack of use is the response given . I therefore reject this offer as due to my patience of 8 months of a defective product by your company this was the subpar offer of reconciliation given which is direct cause of your installation of the system.
  
  
  
  Sincerely,
  
  
  
  ******* ********

  

  Business Response

  Date: 04/30/2025

  Hi Mr. ********, 
  
  Thank you so much for the response. We really regret that we have not met your expectations with customer support and service. I do want to note, our team has been in consistent communication with you outside of this platform to better service you and have scheduled multiple service visits for your system. As previously mentioned, we do acknowledge this case is abnormal and very much apologize for the grievances this has caused you. We have a follow up visit scheduled for 5/5/2025 and will be working with your manufacturer, *******, to resolve and repair accordingly. The system has produced month to month outside of April however, I can see since October 2024 the system has been underproducing due to the system errors. This does not mean the system has been completely offline throughout this entire period however, it has not operated optimally. We have continued to work with ******* on site and remotely to resolve the ongoing faults. All services are covered at no cost to you under your manufacturer and workmanship warranties. In addition, a reimbursement for the loss production and battery downtime is being offered to ensure you are made whole for this loss. 
  
  Thank you for being a valued EMPWR Solar customer. 

  Customer Answer

  Date: 04/30/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: it is becoming clear that the full scope of the issue has not been submitted. I have not have access to the system battery or the energy produced due to the malfunctioning of the system ,they verbiage that the system is not producing optimally is irrelevant to the fact that I did not have acces to the what is being produced due to the malfunctioning,I have provided the pictures of the 2 solid metal faux fuses that was added to my system, which I was informed could have caused a major issue as they do not let the system properly shut off as that is the purpose of the fuse.again 1 of the many issues not being addressed and that due to the response by Ms Courtney I have kept my patience, so again I regret to I form you that my reason for being at a loss of candor and patience is due to the disregard of the fact that yes the panels may have been producing power but my issue is the relevance of facts that I had no acces to it due to the system that I as the customer would generally have acces to was inoperable and malfunctioning. Also if there was no promise of this system replacing my electricity bill and the guarantee of warranty for the major life of the system I assure you sir I would not have made the 44000 dollar investment, so yes I do acknowledge the warranty but I would like you to get a better update of my abnormal case as you put it to understand, that your verbiage of low or lesser than optimal performance as far from the reality that I had no access to the system which is the issue I keep trying to make clear. I would present this to you as such if you have a vehicle with no steering wheel or pedals but it runs by law can you operate it safely roadways the answer is no because your ability to use it is absent in the same way the panels producing power is irrelevant if i ha e no acces to it. I would also like to say thank you for your quick response regardless that I do not agree with the attempted avoidance of my lake of acces to the system. I look forward to thus issue being resolved upon the next service visit. 
  
  
  
  Sincerely,
  
  
  
  ******* ********

  

  Business Response

  Date: 05/01/2025

  Hi Mr. ********, 

  EMPWR Solar wants to assure we are working within our realm of possibilities as your installer to ensure your system is serviced, operational, and you are compensated for loss production and downtime due to the equipment malfunctions. EMPWR Solar will continue to make proactive efforts to resolve this matter for you that are outside of our control as your installer. EMPWR Solar has maintained consistent communication with you, is working with your equipment manufacturer, *******, directly to permanently resolve the equipment errors, has a technician scheduled to be on site Monday 5/5/2025, and we have agreed to further discuss loss production compensation once the system is serviced and operational. EMPWR Solar's management and service team will continue to communicate with you outside of this platform to best assist you and assure this matter is resolved. We truly value our customers and look forward to servicing you Monday 5/5/2025.

   

  Thank you,

  Customer Answer

  Date: 05/01/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution to speak further on compensation of loss once the system has been brought back to full operational status is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* ********

• Initial Complaint

  Date:02/12/2025

  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.

  I ordered a solar from this company in 2021. Since I had this system I have contacted them on multiple issues. First issue is that I was having billing issues. This company promise me that i would not have an electric bill. At least little to no electric bill; however, the first two years my electric bill remain the same while this company constantly drain the money out of my account for the cost of the equipment. I contacted billing on EMPWR Solar side and sent them two years' worth of bills from ******* Electric, which is my electric company. They stated they started an investigation to either fund me back the money lost and never receive an update as of today. Second, I have had an issue with my solar panels not generating power. I contacted my electric company, and they stated my solar / inverter hasn't generated any power since May 2022. This company should be monitoring and servicing a $46,000 piece of equipment but they clearly have just been guzzling funds out of my account and avoiding all of the issues at all costs.

  

  Business Response

  Date: 02/12/2025

  Mr. *****, 

  Thank you for reaching out and bringing these concerns to our attention. I sincerely apologize for the issues you have experienced with your system’s performance and the lack of communication regarding your utility bill analysis.

  
  I am currently looking into the previous analysis that was conducted on your utility bills to ensure we provide a thorough response regarding your reimbursement claim. Additionally, I have escalated the diagn***** and troubleshooting of your system to our top technician, Jon B*****, to determine the cause of your system’s production issues and ensure we get it back up and running as quickly as possible.

  
  We understand your frustration, and I want to acknowledge that there were changes in our staff over time, which unfortunately led to some customers not being properly set up with production alerts. To prevent this from happening again, we can configure system downtime notifications so that both you and our team are alerted immediately if your system experiences an outage.

  
  It looks like the service team has already reached out to you via email today around 10:30AM to further troubleshoot, but rest assured we are committed to resolving this issue. Additionally, once we have completed the review of your reimbursement claim, we will provide you with an update.

  
  We appreciate your patience and the opportunity to correct these concerns. If you have any additional questions in the meantime, please feel free to reach out.

   

  Respectfully, 

  Brittany D****

  Executive Vice President
  EMPWR Solar LLC 

  Customer Answer

  Date: 02/12/2025

  
  
  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:12/02/2024

  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.

  My solar panels stopped reporting the power they were generating on November 5, 2024. I received an email from the provider, Enphase, on Nov. 6th. I saw the email on Nov. 7th and called customer service. They were not able to help and referred me to the installer, EMPWR Solar. I have called the service department several times and each time they say that they will escalate my request and have a technician call me back. The current date is November 27, 2024 and I still have not received a call back. When I ask to speak to a manager, the manager is never available.

  

  Business Response

  Date: 12/18/2024

  Mr. *****, 

  We have checked your monitoring and your system is working. Sorry for the delay in getting back to you on this. Monitoring on these system can sometime go down but this doesn't mean your system is not working. Please see the attached screen shot which shows your system production. 

   

  Please let us know if there is anything else we can do for you.

   

  EMPWR MGMT

  Customer Answer

  Date: 12/19/2024

  The company is incorrect in their response. During the time my solar system was down, it was not providing power to my electric company.  The attached photo shows where electric was being sent to ******* Power on Nov 4 and then stopped on Nov 5 and on. I fixed the problem by replacing 2 fuses that had blown. This was a cost I incurred and did the maintenance myself. This could have been a safety issue if I weren’t familiar with electricity as these were high voltage fuses. EMPWR Solar failed in their maintenance obligations and are trying to write this issue off by saying it was a communication problem between the Enphase controller and not their solar panels. Consumers need to be aware of this company’s lack of support before they invest thousands of dollars with them. 

  Customer Answer

  Date: 12/19/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  The company is incorrect in their response. During the time my solar system was down, it was not providing power to my electric company.  The attached photo shows where electric was being sent to ******* Power on Nov 4 and then stopped on Nov 5 and on. I fixed the problem by replacing 2 fuses that had blown. This was a cost I incurred and did the maintenance myself. This could have been a safety issue if I weren’t familiar with electricity as these were high voltage fuses. EMPWR Solar failed in their maintenance obligations and are trying to write this issue off by saying it was a communication problem between the Enphase controller and not their solar panels. Consumers need to be aware of this company’s lack of support before they invest thousands of dollars with them. 
  
  
  
  Sincerely,
  
  
  
  ****** *****

  

  Business Response

  Date: 12/23/2024

  Hello Mr. *****,

  Thank you for your follow-up and for sharing additional details about your experience. We sincerely apologize for the inconvenience and frustration this issue has caused.

  
  We understand your concerns regarding the downtime of your solar system and the cost you incurred to replace the blown fuses. We acknowledge the impact this situation has had on your confidence in our service and appreciate your patience as we work to address it.

  
  While we aim to provide prompt and effective support to all our customers, we regret that our response fell short of your expectations in this instance. To acknowledge the inconvenience and the costs you incurred, we would like to offer a $50 reimbursement.

  
  We also want to assure you that your safety and satisfaction are our top priorities. If at any time you feel uncomfortable or uncertain about the instructions provided by our service advisors, please let us know. We are happy to send a technician to your home to assist. While we offer troubleshooting instructions to expedite resolutions due to higher-than-usual queue volumes, we understand that not every issue can or should be resolved by the homeowner.

  
  Please reach out to us at *******@empwrsolar.com to coordinate the reimbursement process at your earliest convenience. Additionally, we value your feedback and will use it to further enhance our processes to ensure better customer experiences moving forward.

  
  Thank you for bringing this to our attention and for giving us the opportunity to make it right.

   

  Respectfully, 

  Brittany D****

  Executive Vice President 

  EMPWR Solar LLC 

   

  Customer Answer

  Date: 12/23/2024

  
  
  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: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.

  Installed solar panels on 6/2/2020
  Found roof leaking in 9/2024
  Contacted EMPWR on 9/20/2024
  sent pictures of damage and weekly phone calls/emails since 9/2024. Now it is 11/18/2024 and the company won't send anyone out to our house.

  

  Business Response

  Date: 11/25/2024

  We have communicated with the homeowner outside of the BBB Portal. We have the Hervey's on the schedule for 11/27/2024 for a roof repair. 

   

   

• Initial Complaint

  Date:11/12/2024

  Type:Customer Service 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 have roofing damage after hurricane helene. I need to have the solar panels removed so the roof can be replaced. I finally was able to get a ticket open with EMPWR Solar on October 15. I have attempted to contact the company multiple times by phone and email with no response to get a date for the panel removal. My roof damage cannot be repaired until panel removal.

  

  Business Response

  Date: 11/18/2024

  I am communicating with this customer outside of the BBB complaint, my apologies for forgetting to provide those details earlier. 

  I have attached the email correspondence between the customer and I. We have reduced our uninstall/reinstall rate to match the price they were provided by another company and have offered to complete the uninstall Thursday 11/21/2024. We are still awaiting confirmation from the customer that day is acceptable. 

   

   

  Thank you, 

  Customer Answer

  Date: 11/18/2024

  
  
  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:11/04/2024

  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 have had nothing but problems with EMPWR Solar since the day the system has been installed almost two years ago. Currently the system has not worked for about a month and a half. I have called numerous times and the company will not answer or return calls. There was one employee whose number I had that I spoke with when the system was installed, I was able to get her on the phone October 9th who gave me an email for service issues. I have sent multiple emails to the service department and just continue to be ignored. I would like to know what steps I can take to get someone from that company to come get this system up and running like it is supposed to. Thanks

  

  Business Response

  Date: 11/18/2024

  Hello Mr. ******, 

   

  Our records show that we had a technician out to site on to replace your inverter on November 14th. I apologize for the  delay and difficulty with communicating with our service department. We are in process of training new staff to better assist. I have attached a snip from your monitoring showing your system in perfect working order. 

   

  Please let me know if I can do anything else to assist you at this time. 

   

  Thank you, 

  Brittany D**** 

• Initial Complaint

  Date:10/24/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is for the service department. Two and a half months ago, I contacted Empowr Solar to fix a leak. I have sent several emails and still have yet to get my roof fixed where the leak is coming into my bedroom. Weeks go by without any response to the emails I send. This is for the service department. At first I was emailing Jared back on July 30th. No reply. On August 16th I sent another email as the leak was getting wider. No reply. Finally, I get an email from Jared on August 27th stating we are working with our service dealer on a date and should have an update soon. I again send follow up with an email on Sept 12th, 16th, and the 25th. No reply from Jared. On Oct 4th I received an email from AJ Oswald to send pictures of the leak which I emailed the same day. He then wanted me to go into the attic to take pictures. I emailed back and advised its not that easy to get to where the leak is thus I couldn't get those pictures. That was all done on October 4th. October 14th I send a follow up email as I heard nothing and now on the 21st I send another email with no response. This is beyond ridiculous. Service department lacks the ability to communicate with the customer and to confirm when someone will be out to fix the leak and make the repairs inside the house.

  

  Business Response

  Date: 11/14/2024

  Hello, 

   

  We have made arrangements for a roof technician to come out to repair the leaks on 11/21/2024. We apologize that there was such a delay in response and in scheduling this repair. We are making staffing changes internally to improve on our response time, scheduling time, and to provide a better overall experience to our homeowners. I regret that this has been your experience, however I look forward to correcting it as quickly as possible. 

  Your technician's name is Joe and he will be arriving in the morning. He will provide an arrival window in the morning. 

   

  Thank you, 

   

  Brittany D**** 

  Customer Answer

  Date: 11/15/2024

  
  
  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:10/21/2024

  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 on my home by EMPWR Solar in Dec. 2021. The week of Aug. 5th 2024 I call Empwr Solar to report A water leak due to the roof penetration. I was asked to send pictures of the damage and I did on Aug 12 2024. They sent a company to repair the leak and that company told me the leak was at the electrical penetration for the solar panels and they did a repair. I noticed the leak again after the next rain and emailed Empwr Solar on Sept. 13th 2024. I have only received 1 email from them since then asking for more pictures. I have sent several emails and made several phone calls with no luck. The purchase agreement came with a 30 year warranty on my roof.

  

  Business Response

  Date: 10/21/2024

  Dear Mr. ********,

  
  First and foremost, I would like to sincerely apologize for the frustration and inconvenience you’ve experienced with the roof leak following your solar panel installation. I imagine a leak in my home at this time would weigh heavily on me as well, and I accept responsibility for any oversight on our part. Rest assured, this matter will be escalated to upper management for immediate review and resolution.

  
  We understand how important timely communication is, and we sincerely regret any delays in our response. Our company has recently undergone internal changes, including Jared (who you worked with originally) transitioning into a different department. This may have resulted in missed emails or phone calls that may have been addressed directly to him. However, I can confirm we have been corresponding with you through our service support email since September 13th, 2024. Regardless, we take your concern very seriously and will ensure that this issue is addressed promptly.

  
  I’d also like to clarify a small point regarding the warranty. Your purchase agreement includes a 10-year workmanship warranty covering roof penetrations, not a 30-year warranty as mentioned in your complaint. However, this is not an attempt to avoid responsibility for the repairs. We simply want to ensure proper expectations are set moving forward. We remain fully committed to repairing any damage related to the installation, and our goal is to resolve this issue to your complete satisfaction.

  
  For your reference, I have attached a copy of the contract and our recent email correspondence. Once again, I apologize for the delays and the confusion. We are committed to resolving this for you as quickly as possible and will be in touch to move forward with the next steps within 24-48 hours. 

  
  Thank you for your understanding.

  
  Warm regards,
  Brittany D****
  Executive VP, EMPWR Solar

  Customer Answer

  Date: 10/21/2024

  
  
  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:10/16/2024

  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.

  We went live with solar on 10/2021. We were satisfied with the service and in 05/2023 we were not making anything. Empwr came out and said I needed another inverter that it was faulty. The new inverter showed up and we were on line again 07/2023. Noticed we were not making anything the end of 04/2024. I called to get someone out to look at the system and had to get another inverter. This inverter was replaced and running 08/21/2024 and on 8/26/2024 the system went down again. I called and Empwr was told by Solaredge that the inverter is faulty. The new inverter showed up 9/8/2024 and have been waiting since to get this replaced. I have called, emailed and pleaded to get this inverter replaced. So for the 2024 year, we have had solar working for 5 months. I would think that having inverter issues being the 4th one in 3 years I would be on the priority list to get this up and running. I am believing that customer service and satisfaction with EMPWR service department means nothing. I have spent over 50,000 for a system that isn't what was advertised.

  

  Business Response

  Date: 10/16/2024

  Dear Mr. ********,

  
  We sincerely apologize for the ongoing issues with your solar system and the delays in replacing your inverter. We understand how frustrating this situation has been, and we deeply regret the inconvenience it has caused.

  
  We have had an electrician from one of our trusted service vendors reach out to coordinate a visit to your site for the installation of the new inverter. Unfortunately, when equipment has manufacturer defects, such as the repeated issues with the SolarEdge inverters, it places a significant strain on our operations. The expense and time involved in returning to sites, when the problem lies with the equipment and not our installation, affects our scheduling. This has contributed to our current backlog of service requests, particularly for SolarEdge-related issues.

  
  That being said, we are doing everything in our power to expedite the process and get your system running as soon as possible. We understand your frustration and sincerely apologize for the delays.

  
  Thank you for your continued patience. Please be assured that customer service is a priority for us, and we will continue working diligently to resolve this matter.

  Best regards,
  Brittany D****
  Executive VP
  EMPWR Solar

  Customer Answer

  Date: 10/18/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I understand that equipment fails. Other home owners in my neighborhood have not had issues at all. Could it be something other than the inverter causing these issues. I have tried calling and speaking to associates from EMPWR about this and have not been successful. What can I do about getting reimbursed for the extra 2500.00 I have spent to the power company? Solar Edge does not accept phone calls from home owners only installers so that route is not an issue. If you can enlighten me on that I would be somewhat satisfied with the resolution of this.
  
  
  
  Sincerely,
  
  
  
  **** ********

  

  Business Response

  Date: 10/23/2024

  Hello, 

  We were able to correct the issue with the system and everything has been producing as it should. I understand it is frustrating when equipment or systems malfunction, however as a company we are unable to reimburse every customer when the cause of the malfunction is not us. We do offer customer's a 12 month production guarantee, but that is only valid for the first 12 months, and is not meant to offset system/equipment failure it is meant if their is a design error that caused the system to not produce what it should have. 

   

  Now that your system is back up an running, you should see a reduction in your utility bills again going forward. 

   

  Thank you, 

  Customer Answer

  Date: 10/24/2024

  
  
  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:10/10/2024

  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 am highly disappointed in the lack of service we have received from Empower Solar over the last several months. We've been going back and forth with Amanda and Jared for months now, and our solar panels are still not producing any output. Despite this, we continue to be charged $200 every month. This issue began in March 2024 when we received a notification from Empower Solar's tech support indicating our system was underperforming. They promised to send a part and schedule a technician, but the technician didn't arrive until mid-May.
  
  Although a technician finally came out in May to replace the part, our solar panels completely stopped producing energy in June and July, resulting in extremely high electricity bills. We initially assumed there might be a delay in the system updating, but when the July bill showed no improvement, we contacted Empower Solar again. Amanda informed us that we were responsible for reporting the issue within two weeks, blaming us for the lack of communication between Empower Solar and their outsourced technicians. She failed to acknowledge their internal communication breakdown.
  
  At this point, I requested a refund for the June and July payments and demanded a technician be sent out immediately. Amanda said she needed to consult with upper management about the refund and would have Jared schedule a technician. It took over a month and threats of legal action to finally get a technician scheduled for September 25th, who then failed to show up. After further communication with Amanda and Jared, including more mentions of legal action, we were promised someone would reach out to reschedule. We have yet to be contacted.
  
  An independent electrician found several issues with the installation, including potential water damage. Despite sending their report to Empower Solar, we've received no response or action.

  

  Business Response

  Date: 11/06/2024

  Dear Mrs. ****,
  
  We apologize for the delay in responding to your BBB complaint and for the frustration you’ve experienced. We deeply regret the inconvenience caused by the delays and communication breakdowns you encountered while trying to resolve issues with your solar system.
  
  As you’re aware, the last several months have presented unique challenges, including high demand on our service teams and a shortage of certified service providers. Recent storms have further increased service requests, which, combined with staffing shortages, has led to longer-than-usual wait times. We understand this has been difficult for you, and we are actively working to improve our service response times by expanding our team and increasing resources to support faster turnaround.
  
  Our records indicate that EMPWR Solar was first contacted regarding your service request in August, which may have contributed to the initial delay in addressing your system’s issues. I believe you were initially in contact with another solar organization, which explains the communication gaps early on. When our technician visited your property on October 19 to troubleshoot the system and the inverter, we discovered that issues with the wiring, disconnect, and solar breaker were causing the malfunction. Our team returned on October 21 to repair these issues and successfully restore your system to optimal function.
  
  While we understand your request for reimbursement for the months your system was not producing energy, please note that when a system experiences malfunctions like this, it is outside the scope of our warranty. For your reference, I’ve attached a copy of our Home Improvement Contract, which outlines these terms. That said, we value you as a customer and are committed to supporting you. Typically, to operate efficiently and address system issues that fall outside of both manufacturer and workmanship warranties, we charge a flat troubleshooting fee. However, as a courtesy, we would be happy to waive this fee and apply it as a service credit for any future support needs.
  
  To further show our commitment to your satisfaction, we’d like to offer the following options:
  
  1. Priority Service: For any future issues, we can flag your account for priority scheduling, ensuring a quicker response time.
  2. Service Credit: We’ll waive our standard troubleshooting fee for this instance and provide a service credit on your account, which can be applied to future service needs.
  

  We genuinely appreciate your patience and understanding as we work to enhance our processes and better serve our customers. Please let us know if either of these options would be helpful, or if there’s anything else we can do to support you. We’re committed to ensuring you have a reliable experience with your system moving forward.
  
  Thank you again for allowing us the opportunity to address your concerns.

  Brittany D**** 

  Exec Vice President, Operations 

  EMPWR Solar LLC

  Customer Answer

  Date: 11/07/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The storm is not a sufficient excuse for the delay. Your technicians contacted us back in April and came out in May to "fix it" the first time and failed to report to us that the issue wasn't actually fixed. This is the reason that it wasn't addressed earlier, because we naively thought your company fixed the issue since we did not receive further communication. The reason that the system malfunctioned in the first place is because it was not properly weather proofed when it was installed. Both a private electrician and a technician from your company agreed on this fact. It is clear to me that your company does not care to do quality work in the first place and then tries to place the burden on the homeowner. I will continue to pursue this manner anyway I need to including legally and through negative reviews, as we are out thousands of dollars due to our system being out during summer energy rates. 

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