Complaints
This profile includes complaints for EMPWR Solar's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 48 total complaints in the last 3 years.
- 33 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:10/24/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The purpose of this information is to file a complaint against EMPWR Solar because the solar panels that were installed on August 8th, 2023, stopped working on September 11th, 2023.
As of today October 23rd, 2023, despite contacting EMPWR Solar many times, and talking with many different people from the support team to the sales reps, to the regional manager, the solar panels have not been fixed yet and we can’t even get a date scheduled for the repair.
The inefficiency and delays of their tech department is costing us a lot of money: we’ve been paying the financing company $196.20/month (for an approx $50,000 total investment!) for the solar panels (that are not currently working), and higher electric bills because we are not producing any electricity.
In addition to the solar panel issue, we are still waiting since August 2023 for a reimbursement for 2 months installations of $196.20 x 2 (June and July 2023) for their delay, acknowledged by a formal letter of apologies sent to us on October 5th, 2023, and for our kitchen wall that needs to be repaired because of their poor planning during the pre-installation survey.
We have all the dates and details of all the times we have contacted EMPWR Solar over the past month. Their proactive approach lasted until we signed the documents to purchase the solar panels, after that we’ve only got “we are working on it, and we’ll let you know”.
Business Response
Date: 10/30/2023
Mr. *********,
We are really sorry for your experience with your system. Unfortunately, the Enphase Envoy combiner was the part with issue and Enphase had to RMA this. We have no way of knowing that a part might have a manufacturer defect until an issue is detected. The system was fully commission and put through the standard programming and QC check each install goes through when installed. See the attached conformation of the commissions attached to this response. The electrical system also had to be upgraded to install your system. We fully knew of this prior to install. The electrical panels is located in your kitchen and to get the needed upgrade completed, some drywall had to be cut to accommodate this. As I typed this email, I checked to see if the part had been shipped by Enphase which we confirmed has arrived. We will have someone from the office reach out to you to get a service scheduled for our next available. I will also get with accounting to ensure that your reimbursement was sent out.
EMPWR MGMT
Customer Answer
Date: 11/02/2023
Complaint: ********
I am rejecting this response because:I waited three days before writing the reply because I was expecting to be contacted by EMPWR and have the issues taken care of, but that didn't happen.
As far as the response to my complaint:
1) The part was delivered a month ago as the technical support department knows (and also two sales reps, and the regional manager, who I have contacted personally over the phone know about it), since I've notified all of them right away by calling several times over the past month. The repair has not been scheduled yet.
2) I understand that the wall was cut to install the system, but no one has been sent to repair it yet.
3) The reimbursement has not been issued yet.
So, as of today, the issues have not neither been resolved nor addressed by EMPWR Solar.
Sincerely,
******** *********Business Response
Date: 11/14/2023
Mr. *********,
Our scheduler spoke with you last week and your confirmed and on the calendar for 11/20/2023. We plan to reinstall the net parts at that time. Sorry for the delay in getting back out after the part was received.
EMPWR MGMT
Initial Complaint
Date:07/13/2023
Type: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.
Deceptive sales professionals and unresponsive customer service agents. I told Trey R****** that I wouldn’t know if I could get the project completed and he told me that I should continue to push the project out until July when I would know and that I should sign the contract to lock in the good rates. He did not disclose that it would cost $3,500 to cancel the project since I decided to wait until 2024. I called customer service a week and a half to get the cost of the cancellation. From my understanding it only costed about $500 to pull the permits with Dekalb County. This invoice is deceptive because it is not clearly outline what I am being charged for for $3,500. I would have resumed my business partnership with this company in 2024 but I am severing back all ties and advising my neighbors in our new development to not do business with this business group. I am looking to pay the actual cancellation fees for the permits that were pulled for the project. I have not had one Empwr technician or specialist come to my home or any equipment installed so once again this fee seems deceptive.Business Response
Date: 07/13/2023
Mrs. *******,
We were notified on July 6tht that you wished to cancel your project with EMPWR. We allow a 7 day period after we receive a cancellation request before we send out late stage cancellation invoices. We have ready your complaint and would like to point out that your contract clearly outlines our cancellation policy. We have notes in the system concerning your call and there is no reference to stating the cancellation fee would be $500.00. We attached a copy of the cancellation clause in the invoice that was sent to you which outlines the terms and conditions that were agreed to when you signed your contract.
I'm not sure why you are referring to the fees as being deceptive as there is much more that has been done to get your project to the point other than the permits. Some of these items include:
- Building plans drawn by a CAD designer
- Structural & Electrical Engineering was ordered and paid for to have the plans stamped and permit ready
- Many hours have been spend internally completing applications and submitting these on your behalf.
- Interconnection submitted
- Permits secured
You agreed to an install date when our scheduling department contacted you on June 1st.
We offered to spread this fee out over a 6 month period even though that is not a part of the cancellation policy and even though you didn't request it.
We are sorry to have to request this but we have cost associated with your project we need to recover.
A copy of your agreement is being uploaded to this complaint response for your review.
EMPWR Mgmt.
Initial Complaint
Date:04/03/2023
Type: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 husband and I purchased a solar panel system from Empwr in Spring 2022. We started in production the end of March 2022. We produced until August 4, 2022. We had service workers at the house twice in early Fall 2022. We understand there are electrical concerns with our system. I have initiated MULTIPLE email communications to inquire about the status of our needed service work to return us to production. We only receive correspondence when initiated by us, and even then it is “we are working on a plan to resolve your issue and will update you soon” type of response. We have been making our monthly power utility bill as well as our monthly payment for the solar panels. We are EIGHT months without producing power and due not seem to be getting anywhere dealing with Empwr on our own. I want our system operational and producing power, I want to be refunded the monthly payment amounts we have paid to ****** (the solar finance company) . As part of our contract we were to receive a whole house efficiency test. Which to date has failed to be done as well. It is my opinion they need to resolve our issues and further compensate us for our patience and aggravation over the last eight months.Business Response
Date: 04/08/2023
We have been in communication with the customer and will be going on site for service next week.
This issue however, is being caused by a pre-existing electrical issue which is unrelated to the solar electric system.
because if this issue, we will be reconnecting the solar system by adding a breaker in the electric panel to completely isolate the solar system.
addressing the existing electrical issue is something we highly recommend the customer do but is not part of our purchase agreement with the customer.
EMPWR MGMT
Customer Answer
Date: 04/10/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, with the understanding that our issues will be addressed on Tuesday, April 18. He said they will get the system operational.
I will continue to communicate and update you.
Thank you for your time and assistance.
Sincerely,
***** ******Initial Complaint
Date:11/23/2022
Type: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 was approached in my home by Empwr Solar as they were going door to door thru my neighborhood. I listened to a sales pitch offering to eliminate my $200/month power bill with a solar system that would cost about $180/month. I told them I was interested in the deal under one condition... I am a Amateur Radio Operator, and have made a huge investment into making my home an international radio station and beacon. It is absolutely imperative that the solar system not interfere with my radio operations. They sent another rep to my house who was the lead for the "team" responsible for designing my $66,000.00 radio-friendly solar system. The "solar engineers" chose equipment that was FCC Part15b compliant (won't interfere with radio) however, the install team made mistakes during the install that created MASSIVE radio interference that renders my radio station useless. The interference extends from my house to several houses away. The installers need to correct their work, and resolve the issues that cause unintentional radio emissions.
The solar system Jams radio day or night and up to 2 houses away....
RF Jamming from across the street...
******************************************
RF Jamming in the Day across huge bandwidth...
*******************************************
RF Jamming in the Night...
*******************************************Business Response
Date: 12/07/2022
Mr. *****,
We are aware of your issues with the harmonics being generated from your system and are working with the equipment manufacturer for a solution.
We did install the system to manufacturers specifications and you did the research on the system prior to moving forward with installation. We told you that we were not aware of the affect this might have on your HAM radio but you moved forward after doing your own internal research. We even gave you 3 customer addresses so you could go test test to see if an issue would be present before we installed on your home. You system has been inspected by the local AHJ and approved per NEC and building codes. The utility has swapped your meter and approved the solar installation and that is why your system has been turned on.
Even though the issues your having is not related to the installation EMPWR preformed, we will find a solution that will lower and suppress the RFI and harmonics on your behalf. Please give us a little time to get the necessary ferrite suppression clamps and get you scheduled to install them for you.
We are really sorry for this issue but this is the first time we have ever dealt with this and are sorry that you are being affected.
EMPWR MGMT
Customer Answer
Date: 12/07/2022
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:10/26/2022
Type: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 not one to give negative reviews as understand the negative impact it can have for a local business. I wanted to give them every chance to make things right and I feel that I have done that. It is only fair that the public is warned from my experience with EMPWR solar (1007 Johnnie Dodds BLVD Suite 111, Mount Pleasant, SC 29464). I signed my contract on 3/31/2022 and my system is still not functioning as of 10/21/2022 (60k investment, 7 months and counting).
When I signed the contract, I was told that it would take 2 months to get permits issued, "worst case". The team at EMPWR did not understand the permit regulations in my area and missed things that were required. This dragged the permitting out to 3 months.
Once I finally got the permits, I had to wait an additional 2 weeks for them to come out and install my system. The install team worked for two days but did not complete the install, so I had to wait an additional 2 weeks for them to send someone out to finish. The power cell was not working and needed to be replaced so I was still not able to produce. The power cell replacement took weeks to get and more weeks for them to install it. The system was finally running on 9/9/22. The system went down again on 9/30/22. The power cell beacon needs to be replaced. The part was ordered and delivered finally on 10/15/22. They can't install it until November 1st. Every issue they can't schedule you in. They can't service the business they have is the bottom line, and I invested over 60k into my system.
I am not generating solar power and have made three solar payments. EMPWR promised me that I would not make one solar payment without first being reimbursed if I was not producing energy. They have sent me one check and I had to fight them for it and practically beg to get the check for only $211.99. I am accumulating my normal power bill each month, and I also need to make a solar payment. If I don't constantly call and harass them, they won't pay.Business Response
Date: 11/09/2022
Business Response /* (1000, 8, 2022/11/01) */
Mr. *******,
I am really sorry to see the experience you have had with EMPWR. We strive to provide high level customer support and quality work.
I see that we have had a couple of issues with some of the installed equipment and delayed RMA's from the manufacturer have added to getting your system turned on and operating.
A member from our team will be reaching out to you today and we will get you a reimbursement out today and will continue to cover any expenses related to the system until its turned on and producing.
EMPWR MGMT
Consumer Response /* (3000, 10, 2022/11/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
11/2/2022
EMPWR MGMT
I really appreciate the call today and the verbal response to my complaints. Your feedback seemed genuine and not full of excuses. I hope since we talked, my case can take a high priority with EMPWR. I am still waiting for that link you told me would come yesterday. I did not receive the link or any reimbursement promised above.
The team worked all day yesterday on my issues and tried to resolve them (including some additional wiring issues found inside the unit). It seems the issue was/is not the beacon that I waited 2 weeks to receive and 2 weeks to get installed. The technician told me it is now something on the roof that must be repaired, and it is a known warranty issue with Generac (why not proactively repair?). In addition, there are other error codes that seem to be potentially new issues.
This week will be the 31st week since I signed my contract, and my system is still not generating power. I have made three solar payments. EMPWR has only reimbursed me for one payment. In addition, I have a monthly power bill added to my solar payment due each month.
Until I am generating power for at least a month with no issues, and I receive the solar payments as discussed, we will not be able to consider this case resolved.
**** *******
Business Response /* (4000, 12, 2022/11/03) */
Mr. *******,
We sent you two months of reimbursements to cover October and November yesterday. I am really sorry to hear that you have another issue but I will make sure that we fast track the repair and pressure Generac to send the replacement parts out as quickly as possible.
EMPWR MGMTInitial Complaint
Date:09/20/2022
Type: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 have been dealing with Empwr for a year now, starting August 2021. Jason, the salesman, came to our house and painted a pipe dream of having solar, including a bunch of false promises. We were so excited for solar and signed an iPad, he didn't show us anything on it. We were told we would be installed on a date and didn't get installed til MONTHS later. I had to nag and nag and nag for them to do anything. We finally got the panels but couldn't use them yet.
Fast forward to being able to use the panels, every promise made by Jason was false. We were promised to not have an electric bill, and if we did the company would add panels at no additional cost. We were promised a 25 year warranty, which Amanda at the company said these aren't true. When Jason was at our house, he advised they did a service of going over our tax documents to confirm we would get a large tax refund in which we did not get. We were also promised an eco audit of our house to help save energy and after nagging and nagging and asking for the presidents information multiple times its finally scheduled, whether they show up or not we shall see. It took us a YEAR to get our contract as no one would provide it to us.
Finally get the presidents information and contact him. He refuses to call me, only email in which is pretty much telling me I'm SOL. He advises they don't offer these promises, they are not CPA's, la-te-da. Says the 25 year warranty is true but looking over the contract they sent us there is nothing in it about any of the things we've been told.
This company was so quick to take out the money and made so many false promises and we can't believe anything they say. I have asked for them to take back the panels, request has been ignored. We don't want to deal with the lies anymore. We want out. Take back the panels. You have scammed us, my in laws, their neighbors and multiple other people from what I have found online/in your reviews on Google. Empwr needs to make it right.Business Response
Date: 09/28/2022
Business Response /* (1000, 5, 2022/09/20) */
The information in the complaint is simply not true.
Proposal shows a average power bill of $17/mo. after solar
Proposal & contract state that not all qualify for the tax credits and that we recommend working with a CPA to determine eligibility.
Proposal & contract were emailed to her at signing. She even stated that she signed on the iPad.
System production since install is greater that the estimates on the proposal.
Panels, inverter and racking all carry a 25yr warranty through the manufacturer. You received a package in the mail when we inspected your system before turn on which included all of this. If you have misplaced this, we are happy to send you additional documentation.
We also offer a Workmanship warranty which is detailed in our contract with you.
We have fulfilled our agreement and are here to support you with any service needs moving forward.
EMPWR MGMT
Consumer Response /* (3000, 7, 2022/09/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This business has deceived many people, including myself. Contract was not shown when we signed iPad, just a little box to sign. And now based on Sean's email, we need to worry about this business falsifying signatures as he is stating that my father has signed our loan. I have contacted the states attorney and the state corporation commission as well. This business is a scam. I have asked them for different resolutions and they are refusing. I asked to add the panels in which was promised by empwrs salesman, Jason, in which was denied. I asked for them to remove our system, which was denied. I feel like the easy was out for the business would be to add the panels, not come at me in an email because I contacted the BBB. We were told by Amanda that there is not a 25 year warranty, why are we getting different information from parties at thus business? 25 year warranty is not in the contract you provided me.
Business Response /* (4000, 9, 2022/09/22) */
Based on the most recent response from the customer, I would point out something very important in her argument. She says that we deceived her by not showing her the contract, and that someone is falsifying her contract. This is absolutely impossible based on her contract being signed in Docusign. I would ask her if "********@gmail.com" is her email address. If so, it is the email address that her contract was sent to to sign. Even IF she signed it on an iPad, the contract would have automatically been sent to her through Docusign and SOLO. We don't control that. On top of that, she would have received her contract a second time in her PIP.
On a second note, she did not sign her contract on an iPad, because Jason only uses an MacBook Pro. SOLO doesn't run efficiently on an iPad. I asked him if he has ever used an iPad and he said he has never used one in the home. I did not even tell him why I was asking. She is obviously lying about this stuff. On top of this, I checked her equipment list. She is covered for 25years by the manufacturer parties, along with EMPWR's standard workmanship warranties.
Consumer Response /* (4200, 11, 2022/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Mr. S*******, does the brand of the computer really matter? If its ipad or mac or whatever small computer, we were not properly informed on the scam you are running. We have asked your company to fix our issues multiple times and each request is denied. We asked for the additional panels to be added, something Jason promised would happen if we didn't produce enough. That was denied multiple times. To add, we are not the only customers who have had similar issues. You come at me in email for leaving a bad review but you have other similar negative reviews online. Art Rolle and Andy Ellington have also filed complaints with the state as well because you refuse to hold your companies word and come up with a solution for any of us. This could have all been simply fixed by doing what was promised, but now we cannot trust anything Jason or anyone at your company has said. We all want out. I have added to my state complaint that your company may be falsifying documents as you never got back to the email you sent saying someone else cosigned our loan.
You could simply end this and cancel the 3 contracts and let us out of all of this and we would let it be. It is not fair the way you are treating customers.
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