Complaints

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

close

Find a Location

EMPWR Solar has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  EMPWR Solar

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

  
• 

  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:10/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a complete solar system with a battery back up from Empwr Solar. I paid in cash in full over 70 thousand dollars. The back up system has never properly functioned. I was told my system would be monitored and supported. I was told after the install the system is not monitored. And I have made 4 phone calls and 3 emails trying to get service for the past 10 days with no return. Empwr Stole money putting in a system that does not work and they refuse to correct the issues.

  

  Business Response

  Date: 10/07/2024

  Good Evening Mr. *****,

  
  I regret to hear that you are experiencing issues with your system again. As you know, I have personally been involved with you and know the full history regarding your solar system. EMPWR Solar has made every effort to ensure that your system was fully functional, and we have worked diligently to address the challenges that arose with your backup system.

  
  Please rest assured that EMPWR Solar has never, and would never, take money from any customer dishonestly. While the mechanical failures and malfunctions were outside of our direct responsibility, we reimbursed you for the system downtime and any additional costs you incurred, all while working closely with Generac to identify and correct the technical issues.

  
  Regarding your recent outreach, we have records of you contacting us three times, and each time, you spoke directly with a member of our team. I’ve attached a call report that reflects these interactions. In addition, we have opened a ticket with Generac on your behalf, escalated it to their operational engineering supervisors, and provided you with those details, including the case number via email.

  
  We respectfully ask that you refrain from making defamatory statements about our company on social media. We are actively working to resolve your concerns, and disparaging comments undermine the efforts we are making to support you.

  
  If there is anything further that my team or I can do to assist you, please let me know. I will send you my direct contact information if you are having any issues with connecting with the team. We are committed to finding a solution and ensuring your system functions properly.

  
  Thank you for your patience and understanding.

  Respectfully,

  Brittany D****

  Executive Vice President, Operations

  EMPWR Solar

  Customer Answer

  Date: 10/08/2024

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

  I have been told in at least 4-5 phone calls that I would get a response in 24 hours.  Until I posted a complaint here I received zero communication from Empwr. Now I have one email response telling me again someone would reach out to me and that has not happened.  3 years is plenty of time to get my system running.  Empwr pushes the ball down the court every time and has not corrected my problem.  As you can see in the many other complaints they do not want to or know how to get the generac system they installed to work.  As far as derogatory remarks I have only stated facts.  If anyone views those as negative then I would fix the problem.  

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

  

  Business Response

  Date: 10/15/2024

  I have been corresponding with Mr. ***** via text and phone call. He had a service visit on 10/11/2024. The solar system is producing (both inverters) however there is a malfunction with the ATS which is why the system did not transfer over in the last outage. We have a new ATS ordered and will return to replace the one on site when it arrives. Right now everything is functioning as it should. 

  Mr. *****, if there is anything else I can do please let me know. If the response and actions taken by EMPWR are satisfactory, than this complaint can be resolved. 

   

  Thank you, 

  Brittany D****

  Executive Vice President, Operations

  EMPWR Solar 

• Initial Complaint

  Date:10/07/2024

  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.

  There was a minor leak under some of the solar panels installed. The initial leak was discovered it February. The solar company was contacted to evaluate the cause because it was underneath the panels. A few months later the solar company finally sent someone to evaluate and they discovered something they mounted to was leaking. It is now October and I've had two tenents move out due to the leak and fear of mold. Empwr solar solutions is avoiding calls, slow to answer emails and make excuses why they have to reschedule visits for repairs. Jared from empwr solar will not answer calls from me nor my property manager. With hurricane Helene coming through the damages have gotten worse and the company can not be reached after rescheduling a repair visit again.

  

  Business Response

  Date: 10/07/2024

  Dear ******* ******,

  
  We sincerely apologize for the prolonged nature of this issue and the inconvenience it has caused you and your tenants. Please know that we are committed to resolving any outstanding concerns as swiftly as possible.
  
  After reviewing our records, I see that a technician visited your property on September 27th. During this visit, we determined that there was a missed lag during the installation, which was causing the leak. Our technician was able to flash and seal the penetration at that time and provided photo documentation of the completed repair.
  
  As of September 27th, this is the last time we had correspondence with your property manager. We have not been informed of any new or recurring leaks since then, outside of this outreach through BBB.

  
  Could you please confirm if a new leak has appeared, or if the original leak has returned? Our installation and service manager will be reaching out to your property manager directly to acquire this information and to ensure any necessary actions are taken promptly, especially in light of the recent weather conditions.

  
  Again, we apologize for the inconvenience and appreciate your patience. We are dedicated to resolving this matter for you as quickly as possible.

   

  Respectfully, 

  Brittany Ducos 

  Executive Vice President, Operations 

  EMPWR Solar 

• Initial Complaint

  Date:10/04/2024

  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.

  June 2024 system that EMPWR installed stopped working. I have been calling for months (promised call backs that don't happen), for system repair. I read the BBB complaints and have the exact issue listed by another June 2024 BBB complaint; (EMPWR) installed SolarEdge gear and at sale told extended service through installer. After install EMPWR is no longer in SolarEdge program but customer is the one who suffers. SolarEdge will not take calls form homeowners only installers. SolarEdge could see my system was down and shipped a new inverter in Jul of 2024. I continued to call EMPWR and was informed of reduced staff, storms, etc.). Finally, after more calls with customer service reps who are remote answering, I was connected to Jared Abel (who is the 1st employee who tried to actually help) in August of 2024 who scheduled a Tech to visit on 25 Sep 2024 (4 months after system went down). The Tech came but couldn't sync with SolarEdge for remote configurations and discovered that my 28 Panel system was only configured for 26 panels since install (have never produced on those two panels, even though I was charged for them), bad optimizer and panels that he said should have been discovered on install QA/QC. Tech could not complete warranty repair and I'm back to waiting on calls. Called on 2 Oct 2024 and female customer service rep gave the same "I understand. I'll check this myself and someone will call tomorrow". No call on the 3rd as promised so I called today and got the same "someone will call right back". So, I am lodging this complaint and will seek legal counsel on cost. i paid for a complete system to lower electric bill, now I'm paying electric bill and the solar loan. The loan is $600 a month that I have paid for 4 months now on a warranted non op item AND my Georgia Power bill has jumped to $700+ without my solar production (a $400 increase when producing solar), so I'm spending $1000/month with a company who keeps saying "they understand".

  

  Business Response

  Date: 10/09/2024

  Dear Mr. ********,
  
  Thank you for reaching out to us, and I sincerely apologize for the experience you've had. We are currently facing an unprecedented volume of calls and service requests following the recent storm, which has understandably impacted our response times. Please be assured that we are actively increasing our support staff to improve our service and communication.
  
  I understand that a technician is scheduled to visit your location this weekend to replace your equipment. 
  
  Additionally, I want to update you on the panel count issue. Our tech support team has confirmed that the matter has been resolved, and we now have a total of 28 panels, as opposed to the 26 previously noted. I hope this information has been communicated to you, but if not, I apologize for any confusion.
  
  If there’s anything more I can do to assist you or further address your concerns, please don’t hesitate to let me know. Your satisfaction is important to us, and I appreciate your patience during this time.
  
  Thank you for your understanding. 
  

  Sincerely,

  Brittany D****

  Executive Vice President 

  EMPWR Solar LLC
  
  

  

  Business Response

  Date: 10/11/2024

  Hello, 

  I am happy to report the technician that arrived to the site today was able to correct the issue with the site. It is now functioning properly in both production and reporting. If the corrections suffices, I would like to request the complaint to be closed. 

   

  Please see the attached documentation.

   

  Thank you,

  Brittany D****

  

  Business Response

  Date: 10/16/2024

  I am checking on the resolution of this complaint. My last update/ Message to the BBB was on Friday, October 11, 2024 showing the service had been completed and the system is functional. Is there anything else needed here? 

   

  Thank you, 

• Initial Complaint

  Date:09/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a solar system installed by Empwr back in 2021 and up until July 9,2024 everything worked as it should, until it didn't. I have now been without any solar power since July and counting. I have been in contact with Amanda, and she has been gracious enough to respond to calls and emails even coming off vacation however is not able to provide any date this will be resolved. I have also tried to reach their support team several times without any response. I was also told that Solar Edge could possibly give me some reimbursement on my now skyrocketing electric bill and was given their information. Well, the email address is not valid, and the company is no longer taking phone calls from homeowners only the installers. I am beyond frustrated that I am paying for a system that does not work and having to also pay for electric bills I would not normally have up to 300+ dollars more a month. I am simply asking for my system to be fixed within a timely manner and 10+ weeks and counting to me is not timely. I am beginning to regret the solar system all together because it is now costing me more than it is saving me which was the whole idea of them.
  As a fellow Director of a Service providing industry, if one of my customers was down for 10+ weeks I would not have a job as the company would have to pay the customers credits in terms of loss of services. I understand the times we are in with staffing challenges as I have dealt with them as well however as stated I am now out of pocket fees to Electric companies that were not expected. Reimbursements should be considered and a date should be provided as to when I should expect resolution.

  

  Business Response

  Date: 10/21/2024

  Hello *** and Mr. & Mrs. ******,

  This complaint somehow was missed, and so I never responded through the BBB regarding the steps we have taken to remedy the ******s system. That was a mishap on my part, I will be sure to keep the case notes updated appropriately moving forward. 

  We created a case with SolarEdge due to the internal error (Case# *******). This was approved through SolarEdge for replacement. We ordered the replacement inverter to be delivered directly to the customer's address. It showed delivered and the case was moved into scheduling. Due to the recent increase in SolarEdge RMA's and the impact the recent storms have had on our service area we have been backlogged and scheduling out about 8 weeks. The ******s are in the next queue to receive dates for their inverter replacement and were notified this morning they will be receiving a date. 

   

  We apologize for the delays and inconvenience the delays may have caused. We are committed to working with our customers to get their systems back to fully operational. 

   

  If there is anything else I can be of assistance with at this time, please do not hesitate to reach out. 

   

  Thank you, 

  Brittany Ducos

   

   

   

• Initial Complaint

  Date:09/24/2024

  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.

  On June 26, 2024, my Solar Power System, stop working. I sent an e-mail to the operation manager, who was on vacation for the holiday. After several attempts, I was able to get hold of the service department. The Tech was able to fix it temporally but 2 days later I had another blackout. Several calls, including to the president of the company(?), e-mails, text mgs, etc., finally produce results; a Tech was here on August 21, 2024, fixing the system. Stated I need an inverter, which he ordered.
  On the same day, August 21, at 9:50 PM, I had another blackout. The Inverter arrived about 3 weeks ago. Contacted EMPWR Solar by text and e-mail but NOTHING has been done. Still waiting
  on the installation of the inverter and the fixing of the Solar Power System. CAN YOU HELP?

  

  Business Response

  Date: 09/24/2024

  Hello, 

   

  I have uploaded my last email response with our customer, Mr. *******. I am in the process of getting an engineer from Franklin WH out on site at the same time we are there to swap the inverter so we can diagnose and correct the problem and it does not persist after we leave as it has been. 

   

  There have been staff members out on PTO, however we are making attempts decreasing the wait time and increasing our availability for our post activation customers by increasing our staffing in that department. We hope to resolve this issue and provide better customer support going forward. Mr. *******, I will work with you to resolve this case. 

   

  Thank you, 

  Customer Answer

  Date: 09/24/2024

  
  
  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:09/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a solar system installed by Empwr back 09/22/2021 and up until July 26,2024 everything worked as it should, until it didn't. I have now been without any solar power since July and counting. I was told on August 2nd that it would take at most 4 weeks to get this resolved and here we are. I have been in contact with Amanda and she has been gracious enough to respond to calls and emails but to I assume no fault of her own can't tell me anything further. I have also tried to reach their support person several times without any response. I was also told that Solar Edge could possibly give me some reimbursement on my now sky rocketing electric bill and was given their information. Well, the email address is not valid and the company is no longer taking phone calls from homeowner only the installers. I am beyond frustrated that I am paying for a system that does not work and having to also pay for electric bills I would not normally have. Empwr tells me they are trying to recoup funds and are charding $150 for a person to come out an install the new inverter which was suppsoed to be done by Solar Edge but Empwr and Solar Edge are not contracted together for problem such as this and Empwr nor Solar Edge alerted anyone to this change. I am simply asking for my system to be fixed within a timely manner and 7 weeks to me is not timely. I am beginning to regret the solar system all together because it is now costing me more than it is saving me which was the whole idea of them.

  

  Business Response

  Date: 09/12/2024

  Dear Ms. ****,

  
  Thank you for bringing your concerns to our attention, and I apologize for the inconvenience you have experienced with your solar system. I understand how frustrating it must be to be without solar power since July and to face increased electric bills.

  
  I want to provide some context regarding the delays in addressing your issue. Currently, Amanda, who has been assisting you, is out of the country, and our team is facing staffing challenges. Additionally, recent changes to the SolarEdge service program have caused longer than usual service queues, which has unfortunately impacted our ability to respond as quickly as we would like. We are currently onboarding and training additional service advisors which should also assist in improving responsiveness. 

  
  Please rest assured that I am personally working on scheduling a service date as soon as possible to have the defective equipment replaced. We are committed to resolving this issue for you and getting your system back up and running promptly.

  We appreciate your patience and understanding as we work through these obstacles. Our goal is to ensure that your solar system is operating effectively and providing the savings you expected. I will keep you updated on the progress and aim to have your system repaired as quickly as possible.

   

  Thank you for your continued cooperation.

   

  Brittany D**** 

  Vice President, EMPWR Solar

• Initial Complaint

  Date:08/30/2024

  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.

  Empwr installed a 40kw solar system in March 2023, with a 30 year warranty.
  On June 27th, 2024 a power outage effecting 2000+ homes, impacting my panels and 18 of my panels are now not producing. As requested, I first contacted Enphase, manufacturer of the inverters that control the panels, and ultimately they told me it was probably installed incorrectly to contact the installer.
  On July 10th, 2024 I contacted EMPWR about the solar issue. On July 11th, 2024 they requested details, which i immediately provided. From that point on, I would have to email multiple times to get any form of update, which often wasn't an update just a reply like "we are trying to get someone out there".
  I contacted ******** Finance, who has the loan on my panels, on July 18th and sought help getting updates.
  On July 26th, I finally got an appointment for someone to come out, on August 14th to look at the panels. There was no request to make sure I was available, and I did have an appointment at my doctor's, so out of fear of EMPWR pushing even farther out, I pushed my doctor appointment out and cleared my day.
  On August 14th, the technician came out and confirmed the inverters are bad and placed an order with the manufacturer for new ones.
  I have emailed EMPWR every couple days, requesting an update with no response. The parts haven't arrived and there has been no coordination or updates from Empwr as of now.
  
  In Summary, in has been 5+ weeks since engaging EMPWR and I am still waiting and chasing for updates. My solar is producing ***ow 40% and my electric bill has been 4× normal, since solar, and I still have to pay the loan.
  I just want my solar fixed and fully producing again.

  

  Business Response

  Date: 08/30/2024

  Hello,
  
  I apologize for the delay you’ve experienced in scheduling your service. The recent storms and hurricanes have significantly impacted our area, resulting in longer-than-expected wait times. I understand the importance of getting these Microinverters swapped out promptly and will expedite your case for scheduling. You should hear from us or one of our certified service teams shortly to confirm a date and time that works with your availability.
  
  Thank you for giving us the opportunity to make this situation right. We acknowledge that it has not met our usual standards, and we are committed to improving our service.
  
  Respectfully,
  
  Brittany R. D****
  Vice President of Operations
  EMPWR Solar

  Customer Answer

  Date: 08/30/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The issue is not resolved. I respect the reply and stating the resolution will be expedited; however I no longer have trust in EMPWR word, and await the repair to be complete.  Once we get my solar back to fully operational level, fixing the 18 panels that are not working, I will see the issue as resolved and close the case. 
  
  
  
  Sincerely,
  ****** ********

  

  Business Response

  Date: 09/03/2024

  Dear Mr. ********,
  
  I understand that you would like to see the case closed and the repairs completed before closing your complaint.
  
  I want to reiterate that we are fully committed to resolving the issue with your solar system. As mentioned in the attached email from August 30th, we are currently waiting for the replacement microinverters from Enphase. Unfortunately, until we receive these parts, we are unable to proceed with the repairs. This delay is due to the ongoing RMA (Return Merchandise Authorization) process with the manufacturer. We have an active ticket number (16662018) open are continually checking on this to get an update. Once I have tracking details or an expected delivery date, I will provide that to you. 
  
  In the meantime, I’m glad to inform you that your system is still partially producing power, which should help mitigate the impact on your electricity costs. We understand this situation is far from ideal, and we are monitoring the situation closely to ensure that your system is restored to full functionality as soon as possible.
  
  As soon as the equipment is delivered, we have a certified technician in your area who can schedule the visit immediately. We will prioritize your service to minimize any further inconvenience.
  
  I appreciate your continued patience and understanding as we work through this process. Please feel free to reach out if you have any further questions or concerns—I’m here to help.
  
  Respectfully,
  Brittany D****
  Executive Vice President, Operations
  EMPWR Solar

  Customer Answer

  Date: 09/06/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I am not getting responses thru email and as well have not been provided tracking details on the inverters. Until both are done in an acceptable manner, I will continue to see this matter unresolved. 

  My expectation on an email response, is with the next the business day. Or better yet, proactive emails that Empwr touches base with me on updates every 3 day. The first is required for this matter to move to resolved. 

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

  

  Business Response

  Date: 09/12/2024

  Hello, 

   

  Please see the response to the homeowner that was provided directly through our service email. I have also uploaded the follow ups that we have been consistently making with Enphase while they processed the rather large RMA request. I am happy to report that this has been approved and we are now awaiting the delivery of the equipment so we can swap them out for the defective units. 

   

  "Brittany D****
  <*************@empwrsolar.com>
  9:28?PM (16 minutes ago) 
  
  to Service, ****** ********, Brittany D****, Amanda C****, service, Jared A***
  Good Evening Mr. ********, 
  
  
  I hope you are having a nice evening. I wanted to let  you know that there has been an update on your service ticket with Enphase. They have approved the RMA case, and have now listed all of the defective inverter SN#'s on the warranty claim.  They have not updated the case with the shipping details/tracking information yet, however we will keep a close on this and provide that to you when it becomes available. 
  
  
  Again, please reach out and confirm when you receive them on site and we will have our certified service technician reach out to schedule a site visit right away. 
  
  
  I appreciate your patience and look forward to completing the service and closing this case as soon as possible. 
  
  
  Respectfully, 
  Brittany D**** 
  Executive Vice President, Operations
  EMPWR Solar 
  1 (854) 999-4840
  www.empwrsolar.com"
  
  

  Customer Answer

  Date: 09/13/2024

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

• Initial Complaint

  Date:08/26/2024

  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 my solar panels installed with Empwr on October 29, 2021, everything had been working great and never had a problem. Until 6 months ago that I noticed that the solar panel breaker kept tripping. I’ve turned it back on multiple times and it works perfectly for a day or two and then it trips again. I’ve been trying to get someone from Empwr to help me with this with no luck at all. I’ve called over 30x, emailed and spoke to service department (Jared) which one answered me through email once over a month ago saying “Hello,
  I apologize I am on the other line but I have received this email,
  We are working with our service dealer on a date to come and check out the system.”
  
  I have not received any response back since then.
  I am paying my solar panels monthly plus my light bill since the breaker keeps tripping for a reason and I am not going to keep turning it on every two days, I pay over $700 monthly for my light bill now !
  I would recommend Empwr to all that would ask about my solars without a doubt but now I wouldn’t even mention their name with the amount of money they are making me waste on electricity.

  

  Business Response

  Date: 08/30/2024

  Hello Mrs. ********, 

   

  I apologize for the delay you’ve experienced in scheduling your service. The recent storms and hurricanes have significantly impacted our area, resulting in longer-than-expected wait times. I understand the importance of getting your system operational and will expedite your case for scheduling. You should hear from us or one of our certified service teams shortly to confirm a date and time that works with your availability. I will be giving you a call to explain the next steps and what to expect and can answer and questions you may still have. 

  
  Thank you for giving us the opportunity to make this situation right. We acknowledge that it has not met our usual standards, and we are committed to improving our service.

   

  Respectfully, 

  Brittany R. D****
  Vice President of Operations
  EMPWR Solar

  Customer Answer

  Date: 09/01/2024

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

• Initial Complaint

  Date:08/26/2024

  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.

  Empwr installed a solar panel system on my home less than 3 years ago which came with a 30 year warranty. When I had to replace my roof due to leaks, Empwr charged about 4 times what the salesman said it would cost to remove/replace the panels. Also, due to a "personnel issue", it was over a month before they re-installed the system. 6 weeks ago by inverter failed. The manufacturer sent a replacement in 5 days but Empwr will not install it. I have been promised multiple times to have an install date scheduled. Call to my contact go right to voicemail and emails are ignored. If I call the main number they promise to get back to me bit never do.

  

  Business Response

  Date: 09/03/2024

  Dear Mr. *****, 

  Thank you for bringing your concerns to our attention, and I sincerely apologize for the frustration and inconvenience you’ve experienced. We value your business and want to ensure that your system is fully operational and meeting your expectations.

  
  Regarding the inverter replacement, I understand how critical it is to get this resolved promptly. I want to inform you that we have scheduled your inverter swap for September 18th. We recognize that this has taken longer than anticipated, and I apologize for the delays you’ve faced.

  
  The increased frequency of SolarEdge inverter errors and failures has unfortunately led to extended service times for many of our customers. While we are doing everything we can to address these issues quickly, the high demand has created a backlog that has impacted our scheduling.

  
  That said, if we experience any cancellations or reschedules before your appointment, we will prioritize moving your service date up to ensure your system is restored as soon as possible.

  
  I deeply regret the lack of communication and any unmet expectations regarding the costs associated with removing and replacing your panels for roof work. I will review this with our team to ensure we provide more accurate information going forward.

  
  Please know that we are committed to resolving this issue for you. I will personally ensure that our team stays in touch with you as we approach the scheduled service date, and I am here to assist with any further concerns you may have.
  Again, I apologize for the inconvenience, and we look forward to getting your system back up and running.

   

  Sincerely, 

  Brittany D**** 

  Executive Vice President, Operations

  EMPWR Solar 

• Initial Complaint

  Date:07/12/2024

  Type:Customer Service 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 got my solar installation completed in March of 2023.
  
  Part of the contract included a home energy audit with $6000 of energy upgrades which was never completed as of July 2024.
  
  The system that reports the solar production malfunctioned (for the second time) in November of 2023. I am still waiting on warranty repairs in July of 2024.
  
  I have called and emailed the company many times. I rarely get phone calls answered or replies to emails. I get promises for a call back that rarely get fulfilled.
  
  I need my repairs completed based on the warranty and the contracted home energy audit.

  

  Business Response

  Date: 07/16/2024

  Hello Mr. *********,
  
  I apologize for the unsatisfactory communication and service you experienced regarding your ECOBOOST audit and fulfillment. We had some internal changes that affected staff availability in certain markets, and we should have communicated those details with you. Here is our plan of action to satisfy your outstanding service:
  
  I have contacted our technicians covering your territory to obtain their availability.
  
  You will hear from EMPWR Solar once we have availability to schedule a date and time for your Home Efficiency Audit.
  
  After the audit is completed (this typically takes about 2 hours), a fulfillment plan will be discussed with you.
  
  Depending on the customized fulfillment plan, we will either schedule a return visit for the remaining items to be completed or complete everything that day.
  
  Our main contact information is:
  
  Main phone line: ###-###-#### Ext 0
  Email: *******@empwrsolar.com
  We appreciate your business and understanding as we resolve this complaint.
  
  Thank you,
  
  Brittany D****
  Executive Vice President
  EMPWR Solar LLC