Complaints

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

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  Solar SME

  2630 Aero Dr Grand Prairie, TX 75052-7612

  
• 

  Solar SME

  600 17th St Ste 2804M Denver, CO 80202

• 

  Solar SME

  8518 Chestnut Ave Bowie, MD 20715-3730

  
• 

  Solar SME

  7b Corporate Center Court, Suite 55, Greensboro, NC 27408

• 

  SolarSME

  120 E Grand Ave Suite 204 Clovis, NM 88101

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:08/22/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently purchased a solar system from SolarSME. While SolarSME was not the least expensive by far, I trusted the expertise and knowledge of my advisor, ***. He patiently went through the pros and cons of each panel manufacturer and type, set up configuration, and really designed a system that fit my home and usage. Since being handed over to a project manager, however, my experience declined so much that I even tried to cancel. SolarSME (rightfully) charges hefty fines if you cancel and after reconnecting with *** and after expressing my concerns, he assured me that a new project manager would be assigned, communication would improve and I'd be provided new, weekly updates, which didn't occur. *** even sent me a link to an app so that I could track my project's progress myself. In the following weeks, communication did not improve, the project slowed again, and the app stopped working. The day before installation (on Sunday), I was notified that the install would occur the next day. I cannot believe that your installers were scheduled less than 24 hours from their arrival. The following day and for subsequent visits, I was only notified of about half of the visits and inspections and rarely more than several hours. At the last minute, I would be asked to be home and available to meet technicians and inspectors. Finally, I was not made aware of hidden fees necessary to be paid to even access my SolarSME account, SREC account, monitor my own bought and paid for system, etc. This, and my experience after being handed over from *** is/ was unacceptable and must be addressed so that SolarSME is more successful than the 2/3 of their competition which fail. To be clear, my system looks great. Reliability, durability, performance, and after install support by SolarSME is TBD. Without resolution, I cannot recommend SolarSME or rate my support team/ ************ stars on surveys. I want to raise these issues again and request a 5% refund to my account.

  

  Business Response

  Date: 09/15/2023

  Hi *******,
  Hope you are good.
  
  Our team (Administration and quality assurance) has been following up on this project with the issues that were raised and carefully trying their best to address those as they always do.
  There were a few notable concerns which can be addressed one by one.
  
  First of all the team showed up for installation within 24 hours notice. It was in the understanding of the Project manager that you had work from home and usually available therefore as soon as he found out that team was available for the job he tried to schedule right away and updated regarding the visit 24 hours prior. In case you did not want the installation to be done at that time you could have declined the request so we would have the team not appear on site. So I believe that could have been avoided though our usual practice is to have the team schedule their visits on the earlier part of the week. We are definitely to make the process even better to make to at least always provide a 1 week prior notice.

  You had also mentioned the hidden fee. Please note that there are no hidden fees for the system itself. Solar SME provides everything and the system is made to be operational with monitoring active within the signed contract price. Using third party Services such as SRECs or WIFI extenders in case there are bad signals in the area require additional fee which depends if homeowner requires or needs those and so any additional related fee is to be paid by the homeowner. Project Managers however, in every way possible take care of all of the paper work related to application filing.
  
  Furthermore, we have a compliance department that provides efficient Post installation services and therefore I believe any issue in case arises will be addressed as a top priority for this project.

  Customer Answer

  Date: 09/15/2023

  Thank you for your response, though it does not address my concerns or offer any resolution.  I am rejecting this response because while you state that you all offer 1-week notice before all home visits, I have never received 1-week notice for any visit that you all schedule/ control at *your sole discretion* per the terms and conditions of *your contract.*  Yes, I *work* from home; that doesn't mean that I'm available at your **** and call with no notice for a several months long project.  Worse, I did not receive any notice for multiple follow up visits to address installation deficiencies, inspections, etc.  The first notification I received was an inspector or contractor banging on my door at early hours of the morning, well before business hours and before I was even awake.  I'd contact my PM to let him know what was going on and sometimes even he was surprised. 

  Again, per the terms and conditions of *your contract,* you all choose the apps, software, and recommend hardware for my system (you're supposed to be "SMEs" after all) and never disclosed the hidden fees that my PM disclosed for the first time after the system was installed/ operational.  To date, I have several alarms showing on my system's monitoring app. that neither your "compliance department" or PM seem concerned about in the least.  You all have been paid in full and the monitoring, servicing, and deliverables (such as access to my system, no review of the apps. or data as promised, no help on SRECs as promised, Pearl ************* late and only after being reminded, repeated follow **** etc.)  This isn't the level of service promised by Solar"SME" or outlined in my recorded sales call and contract. 

  Finally, calling me several times back to back and sending a contractor to my home to pickup a second check so that everyone's commissions and end of month bonuses could be paid when I mailed the check using your label 8 days ahead of what is required by our contract was extremely unprofessional and something future customers may want to consider when choosing Solar"SME" over your competitors.  It was these promises *alone* that I chose you all over them and you all, including your response to me this morning, haven't lived up to your name or service guarantees.

  I'll wait for your final response/ decision on whether or not you'll honor my 5% goodwill request before answering your PM's repeated demands for multiple reviews (he provided me 5 or 6 sites) and letting Energy Sage know how you all did.  My experience once my project moved from "sales" to (you all doing your jobs) worsened dramatically and is not what I expected by an Energy Sage "Elite Installer."  They too have been asking for feedback since they are the ones handling most of your advertising and referrals for my area and perhaps need to seriously re-assess their rating/ recommendation of your company.  This figure is what I've determined will "make me whole" for the poor experience I've had so far with multiple SolarSME PMs and we can start the next 25 years fresh.  My *initial* complaint, your *final* response/ decision, and the BBB's ultimate decision if we cannot come to an amicable resolution will also remain public and cited in the several reviews which are forthcoming.  Your decision/ next response will determine whether that's a 1-star review outlining each of my issues and pointing future potential customers to sites like the BBB or a 5-star satisfied customer (because while we had issues, you made it right/ the customer whole.)  Are you going to do what's right and make a lifelong, happy customer willing to refer you to any of the 172 homes in my development or continue to make excuses?  The choice is SolarSME's alone.

  

  Business Response

  Date: 09/27/2023

  Hey *******,
  We are reviewing your concerns with relevant team, will revert as soon as possible with possible solution.

  Thanks,

  Customer Answer

  Date: 09/28/2023

  There is no solution here for me to even consider... will revert?  What does that mean?  When?  How is this tracked and documented?  This should have been left on their side while they think about it.

  Customer Answer

  Date: 10/04/2023

  Good afternoon BBB,   You can close this complaint not in favor of SolarSME.  I remain dissatisfied in SolarSME's ability to fulfill promises made when I signed a contract with them and their conflict resolution skills.  As you know, I requested a 5% discount to which a senior manager countered 2.5%.  During the approval of that offer, SolarSME decided that they didn't want to resolve this at all.  They got paid, cashed the check, and have apologized but decided not to make this right and I will not be recommending their services.  My complaint should remain on the BBB website for future customers to consider.

• Initial Complaint

  Date:05/22/2023

  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.

  On May 17, I told the company I was not moving forward with their quote and to please stop contacting me. On May 22, they reached out again to make yet another sales pitch.

  Customer Answer

  Date: 06/01/2023

  They continue to reach out and leave voicemails.

  

  Business Response

  Date: 06/15/2023

  Dear *******,
          We really apologize for this inconvenience you faced from our side. I am taking you out of our list & assure you that we won't be sending you any further emails, text or calls.

  Thanks
  Regards,
  *************************
  Solar SME Inc.

  Customer Answer

  Date: 06/15/2023

  I have reviewed the business response and accept this resolution, assuming I am not contacted again.

• Initial Complaint

  Date:02/17/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am in a contract to install a rooftop system at my home with SolarSME. On Monday Feb 13 I received a call from Ryan **** to ask me to send an email saying if the installation didn't pass inspection with the city of Fort Worth because of setbacks that I would solely be responsible. Said I was not comfortable doing that, Received another call on Feb 15 requesting the email at which point I told Ryan I will not send such an email. There has been a lot of back and forth about me sending this email and I will not waive their responsibility. Now all of a sudden I can never get a hold of Ryan, I always get sent to voicemail.
  Bottom line is if they are waiting for this email which I will never agree to, then they need to say that they are not willing to install the system without it, in writing, then contract can go away then, and we can both go our ways. I have wasted months dealing with them and now it looks like I will not have home Solar before the summer of 2023, which was my intention when starting this process in 2022.

• Initial Complaint

  Date:01/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,
  Our Solar panels were installed and then turned on for power on October 3, 2022. On or about Dec 3, 2022 we were informed that a micro inverter was bad and needed to be replaced. We reached out to Solar SME to let them know and to make arrangements for repairs. (Let me be clear. They have their own monitoring system for our panels and would already know this information before I reached out to them) We have gotten nowhere. We were recently told, "We are in Texas". When we signed the contract in late spring of 2022, we were assured that there were local techs here in our area to provide us with quality control and problem issues. We paid approximately 35k for this system and it has not worked correctly at 100 percent since installation. We de not know where to go from here. We sent the contacts that we have for quality control an email last Monday and let them know that if the issue wasn't resolved by the following Friday we would be contacting the BBB as well as EnergySage who helped us through the process of selecting Solar SME as our installers. This was not our first communication with our contacts. So here we are. Its Monday and not anything. We would like our system to be fixed and fixed now. The company has collected all 35K from us and we expect what we were promised. Please do not hesitate to contact me directly if necessary. I have tried to keep this as brief as possible and also give you all the necessary information you need.
  Thank you,
  ***** *******
  ************

  

  Business Response

  Date: 02/03/2023

  Business Response /* (1000, 5, 2023/01/18) */
  We regret the inconvenience you had throughout the time. For this particular job, we need the concerned technical person to be available for the visit but due to with high volumes of installs, we are facing a back log in schedule.
  Our service team is working on your case on high priority and will get this resolved in couple of weeks. For any further questions, please reach out to our service team.
  Thank you for your patience.

• Initial Complaint

  Date:12/21/2022

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  See page six of the contract. They agreed per page six of the contract, to apply for funding for the rebate from Oncor. The amount of the rebate was $7060.13. They failed to:
  
  1) Pre-secure the funding for the rebate.
  2) Notify me that the rebate hinged on the installation *not* taking place until they had done so.
  
  I kept asking about the rebate after accepting their bid proposal for the solar system. Ryan Filo kept assuring me that the rebate "cannot be applied for until the system as been installed and inspected".
  
  After the installation, I asked him once more to file the rebate. I knew funding is limited so I wanted to have him apply right away. He sent me a document to sign and said he had applied for the rebate.
  
  When I called Oncor to check on the rebate, I was told that Solar SME had been notified that there was a waitlist and they never heard back from Solar SME. The installation was completed on October 19th and the system was turned on. According to Oncor, October 19th was also the date that my project was taken off the waitlist. The rebate amount was $7060.13. According to Oncor, Solar SME did not follow the rules set in place for the rebate.
  
  Solar SME is aware of the rules for the rebate, and it is their fault that I am now not going to get the rebate.
  
  In addition, I had asked Solar SME to hold off on the installation because I had decided to get a third battery. Solar SME told me, "we have the equipment and the approval from Oncor, so we want to proceed with the installation... If you decide you want a third battery, we will give it to you at the same price as the second battery."
  
  With that promise, I approved the go-ahead on the installation, but I was not aware at the time that the rebate from Oncor hinged on the installation not being completed before the rebate was approved. Solar SME was aware and chose to go ahead with the installation.
  
  I will prepare the rest of the statement in a separate document.

  

  Business Response

  Date: 02/03/2023

  Business Response /* (1000, 7, 2023/01/16) */
  Hi,
  We have reached a consensus with the customer to resolved the matter in good faith. The customer is willing to remove the complaint from BBB.
  
  Thank You
  Regards,
  Solar SME Inc.
  
  
  Consumer Response /* (2000, 9, 2023/01/20) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  They agreed to a reduced price for a third battery, which was needed. It did not cover the entire amount of the lost rebate, but I accepted the resolution in good faith and to foster our future relationship with the company.
  
  Agreement for the third battery attached.

• Initial Complaint

  Date:12/13/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  6 months in and system still not up, facing lien by 3 party installer for non payment by Solar SME. They have never have visited site, Engineering Drawing had to be redone after permit was approved because they forgot the battery. Change solar panels 3 times, first time was for 420 watt panels could only produce 370 watts since that all the system inverter could handle, Change to 370 watt panel but then 2 months later they didn't have in stock so we had to change to a 3 panel. Their idea of communicating is telling you when they are doing, never a discussion of when they may be planning on coming. Most of the time no heads up warning so you can make sure someone is home. Raw material drop off a night mare, not everything installers need is dropped off and parts missing so installers have to wait for parts to finish install or leave to go get them. Had to bring master electrician up from Houston to fix battery install but in process killed all the micro processors so can't tell if all the panel are working. Didn't know Ft Worth electrical code and want to pass on cost to get the system passed when they designed the system because they didn't want to put a smoke detector, baluster or 200 amp outside cutoff switch which is required by Ft Worth electrical code and then tell you it's an additional 10K to bring up to code. I've had to go back and dispute the charges for 36k since I don't know if there are any other mechanical liens still to come. Things are so bad, owner of SME asked to speak to me and we had a 3 way call, asked him to send me their attorneys option on the lien and nothing but crickets. I wish I could make this stuff up but it's so bad you can't I don't know if they are a bad company or not, my experience is a total cluster up. In the end we will get it done but I'm sure we are head to mediation before we go to court.

  

  Business Response

  Date: 01/09/2023

  Business Response /* (1000, 5, 2022/12/28) */
  Hi *******,
  We totally understand the concern which you have shared, and we do acknowledge it, but the scenario would have been nothing less than reality, as you know we all were facing changes in the county laws regarding the solar systems being installed which changed the circumstances for us and the customers. Also there has been an immense shortage of material supplies due to inflation hikes and which is why we had to figure out the ways in order to provide you with the best solar panels available in the market to fulfill our commitment. The system has been installed and is now working optimally although there were few hiccups which were addressed initially towards a resolution making sure nothing stays aside along with your satisfaction. Now we are waiting for the final inspection from our end and your perusal, let's schedule a time or when we can speak to you, we would try our best to clear any further queries you have, so we can take the relationship ahead.
  
  Thank You
  Regards,
  ********* Inc.

• Initial Complaint

  Date:12/11/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They told me with the 10.22kw system I don't have to pay electric bill at all. They talked me into getting the 10.36 kw system. I end up paid them $29 thousands with a big electric bill every month still.

  

  Business Response

  Date: 03/14/2023

  Business Response /* (1000, 5, 2022/12/27) */
  Hi,
  We have designed the system following Mr. ****'s requirements. Consumption he showed initially during the consultation phase, the system is designed appropriately based on those numbers.
  As we see the roof is shaded which might be compromising the system production & it was already understood that he will trim down the trees which are causing shade on solar panels.
  
  Thanks
  Regards,
  Solar SME Inc.
  
  
  Consumer Response /* (3000, 7, 2022/12/28) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The solar doesn't cover by the tree at all
  
  
  Business Response /* (4000, 9, 2022/12/30) */
  Hi,
  Please see the attached Latest Ariel Imagery of Mr. **** Site, which clearly indicates that there is a tree, marked as red, at the south side of his property causing shade on the roof & the solar panels as well.
  
  Thank You
  Regards,
  Solar SME Inc.
  
  
  Consumer Response /* (4200, 11, 2023/01/04) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  There is nothing around the house
  
  
  Business Response /* (4000, 16, 2023/01/30) */
  Hi,
  As You only provided one bill, only for the month of November 2022, which is not sufficient to get all the information required. Please provide us your utility bills with the last 12 months consumption bars graph, since the day your system was installed & operational.
  Additionally, you must assess the system's output throughout the year because it generates less in the winter, with the excess energy being credited to the utility grid in summer months.
  Please provide us the required bills so we can work around with the team and take care of this.
  Thanks
  Regards,
  Solar SME Inc.
  
  
  Consumer Response /* (4200, 18, 2023/02/01) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  My bills are even going up since I have the system installed and I didn't get much credit
  
  
  Business Response /* (4000, 26, 2023/02/24) */
  Hi *****,
  
  I hope you are doing well. For the complaint of **** ****** (Case ID# XXXXXXXX), we want an extension for 1 week only, as we are working at our end to return with a suitable response. I would appreciate if you consider this extension request.
  
  Thanks
  
  Regards,

• Initial Complaint

  Date:11/21/2022

  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 40 panel solar system from solar sme that I'm having an issue with namely 8 panels in one section that are under producing. Contacted solar sme in September about the issue and they sent someone out to my home on a day when I told I wasn't available and they couldn't access my attic. Trying to get them to give a date and time to get this resolved is impossible..

  

  Business Response

  Date: 01/09/2023

  Business Response /* (1000, 5, 2022/12/05) */
  Hi,
  Our installation team visited Mr. ******* site twice. At first visit, Our Technician inspected the wiring of each individual solar panel and other associated hardware as well. Besides this, we also cross verified with Enphase (Inverter manufacturer) and received their satisfactory response that the system is performing optimally, which was shared with Mr. ******* as well.
  At second site visit again our team checked all the wiring connections throughout the roof and attic till Main service Panel.
  Moreover, they have captured all the photos & submitted all the required documentation to the Solar panels manufacturer. Now we are waiting for the response from the manufacturer & will keep Mr. ******* posted throughout the process.
  
  Thanks
  Regards,
  Solar SME Inc.

• Initial Complaint

  Date:10/06/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Solar SME (subject matter expert) designed and installed a solar system on my roof Sept 2021. We signed a production guarantee of 25,397 kWh per year as calculated by the U.S. Department of Energy's (NREL) PV Watts calculator. During the initial 12 months of production the system fell short of the production guarantee by 6,597 kWh * $0.148 /kWh = $976.36 for Sept 9 2021 through Sept 8 2022. After over 30 days since my initial claim in late August 2022, the company Solar SME, stated today October 6, 2022 that they were NOT going to pay for the production shortfall per our contract because of shade trees on and around my property. They sent me pictures and shade study material that was for September 2022 and nothing prior.
  
  There is NO NEW SHADE on the property. The Trees on and around my property are fully grown and so NO NEW SHADE is covering the panels that did not exist at the time of installation.
  
  To this point Solar SME has not provided the shading analysis from September 2021 for comparison purposes and has violated the Good Faith provision of our contract by solely relying on the Sept 2022 shading study to base their decision of NOT paying the production guarantee within our contract.

  Customer Answer

  Date: 10/12/2022

  Basem from Solar SME technical department stated that they do not have the shade date from Sept 2021 after he reached out to Alex ******* who was my sales person. Alex ******* left Solar SME after a reorganization in March/April 2022.
  
  
  
  I have informed Solar SME that I have the shade data report from Sept 2021 which was done by Allen **** on the Helioscope software that Solar SME uses to design the system including shade issues.
  
  
  
  Basem stated verbally that Solar SME is denying my claim basis increased shade on my panels due to tree growth. However, Solar SME HAS NOT provided Helioscope data for September 2021 and Sept 2022 as proof that more shade exists on these panels due to tree growth.
  
  
  
  I have asked for a denial letter to my claim and the basis for the denial along with the support documents from Helioscope. I HAVE NOT RECEIVED or payment of the approximately $950 contractually calculated by the loss of production times the the value of the energy which was paid to the electricity provider.
  
  
  
  If this continues for 25 years and SOLAR SME does not pay the annual shortfall or fix the issue for lack of production then this will total near $25,000 for the length of the production guarantee.
  
  
  
  I have escalated this issue to Sam ****** who has not returned my call or set up a teleconference. Instead he continues to send me to Basem who is not working with me in good faith.
  
  
  
  I have asked for Sam ******'s supervisor name and phone number to speak with a decision maker at Solar SME. This has not been provided.
  
  
  
  I am asking to speak with the President fo Solar SME to get this resolved.

  Customer Answer

  Date: 10/18/2022

  ***Document Attached***
  
  Basem has sent a denial e-mail to my production loss claim basis shade on my property. I have, again, informed Solar SME that the existing shade on my property remains unchanged from their original design and installation.
  
  
  
  I have appealed this to their VP named Tanzeel ****** with Cc to Basem and Sam ****** Operations manager. Informed them that I have the original quote from Alex with the Helioscope production report that includes existing shade. Also, the onsite "TRUE UP" Helioscope report from Andrew the project coordinator who had an onsite inspector come out to TRUE UP all information versus the Google Earth Lidar and provided the elioscope TRUE UP production report for existing shade on my property.
  
  
  
  I have asked for their MOST RECENT Heliscope report to compare versus the TRUE UP Helioscope report and I am not receiving anything from Solar SME as a comparison of OLD vs NEW shade to determine whether shade is the issue as they say or if it is a mistake on inputs into Helioscope by Solar SME.
  
  
  
  Without a new and current Helioscope report no comparison can be made to establish new versus old shade and the corresponding link to lost production.
  
  
  
  Helioscope informs me that their software is 100% accurate and has asked me to ask Solar SME what input they used for tree height on the True Up report that was done along with what Solar SME is stating the tree height is today.
  
  
  
  No responses have been provided by Solar SME.
  
  
  
  I need the new Helioscope report and the tree heights on the TRUE UP report and tree height they are using for the new Helioscope report.
  See Attachment/File: *** *** ****** - Inspection Report 6.28.21

  Customer Answer

  Date: 10/25/2022

  Multiple appeals have been sent to Tanzeel ****** who has not responded to me nor have his employees under his leadership.
  
  
  
  I have asked Solar SME (subject matter expert) to supply this information relative to shade growth. This to determine one point in time of shade at installation and compare to another point in time (12 months later) the "new shade" that exists and possibly leads to less production. This data has not been supplied to me for evaluation purposes.
  
  
  
  What was the Tree Height that was input into the initial Helioscope report for shade after the Solar Site Inspection done by Solar SME for the June 28, 2021 revised layout?
  
  
  
  When will I receive my new Helioscope report for today's existing shade on my property and the production value associated with this report to compare vs the Jun 28, 2021 True Up report with the final design by Solar SME?
  
  
  
  Lastly, even though this is the "common" approach that solar companies use to compare tree growth and new shade on panels and resulting lack of production, since I have not received this information then I have asked Solar SME to detail for me what model they use for determining tree growth and the effect on production (the basis for their denial of my production claim), and explain it to me in detail so that I can evaluate how they came to the conclusion that the lack of production is due to tree growth and their conclusion of new shade causing lack of production.
  
  
  
  In my view, the data exists at Helioscope on the cloud and Helioscope states that all Solar SME has to do is to ask for the data from the original True UP and design which identifies the guaranteed production before install and then Solar SME only has to identify the new tree height and Helioscope will determine the effect of shade due to new tree height. Helioscope states that their software is 100% accurate to make this determination.
  
  
  
  So, why is Solar SME stonewalling me on providing this information for my evaluation of their findings for denying the production claim?
  
  
  
  New solar panel costs would be $16,000 from a new Solar Company to make up for this lost production.

  

  Business Response

  Date: 11/04/2022

  Dear ****** ******,
  
  
  
  On behalf of Solar SME, Inc., I want to sincerely apologize for the negative experience that you had with our customer service team. I understand that you felt the customer service team was not helpful in resolving your issue and did not provide the level of service that you expected.
  
  We are aware that you are unhappy regarding your output production of the PV array system installed at your residence due to its 20% loss in overall production. A team member of Solar SME, Inc. has calculated the shading area around your residence dated May 7, 2021, as well as calculated the shading area around your residence dated September 28, 2022, finding an increase shaded area size of 1.46. Please refer to the photos below for reference.
  
  Mr. ******, your contract ensures that your 90% yearly guaranteed production to be achieved will be 22,857 kWh (along with a 0.26% yearly degradation amount). However, the production value of 22, 857 kWh divided by the increased shading area value of 1.46 amounts to a production level of 15, 655 kWh. We know that you expected a production value of 22, 857 kWh, and the increased shading has lowered that value below your expectations. Yet, Solar SME, Inc., highly values you as a customer, and we want to recommend a solution for you to potentially increase your yearly production value.
  
  We recommend that you clear the area (trees, excessive branches, obstructions, etc.) that are in the direct path of the sun that are creating any additional shading.
  
  
  
  Best,
  
  Solar SME Inc.
  See Attachment/File: Sep 28 2022

  Customer Answer

  Date: 11/07/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  Solar SME's response is not responsive to my complaint for specific information for them to be audited by a 3rd party relative to their conclusion of increased shade.
  
  
  
  1. I have asked for the original height of the tree value that they put into Helioscope for the True Up prior to install.
  
  
  
  2. I have asked for the tree height value that they put into Helioscope for the September 2022 production values to determine NEW SHADE and the basis for their decline letter.
  
  
  
  3. 1.46 in their response has no value metric associated with the number. Feet - Inches - Sq feet - Yards - nor does it explain their calculation fully to understand 1.46 to be verified by a third party.
  
  
  
  4. Solar SME likes to operate in the dark and is not fully transparent relative to calculations.
  
  
  
  5. I should receive an exact report out of Helioscope with the new shade determination just like when I received the original quote and True Up in June 2021.
  
  
  
  Nothing received from Solar SME that allows me to have a 3rd party validate their increased shade assumption. This is not considered a fact until it is verifiable.
  
  
  
  My hope is Solar SME does not treat other customers in this fashion. I would be very wary of doing business with Solar SME unless you see specific information back to me where Solar SME provides me the information that I am requesting through BBB that you see that I have requested today.
  
  
  
  If Solar SME satisfies me with this information I will update BBB with these facts. Otherwise, do not trust this organization nor their contract basis what I consider to be poor business practice
  
  
  
  Mr. ******
  
  
  
  Solar SME is NOT CONTACTING me directly with this information and is only contacting BBB with partial information. This is poor customer service.
  
  
  

  

  Business Response

  Date: 11/17/2022

  
  
  Mr. ****** ******,
  
  In regarding the parameters of your residence and the surrounding area, Solar SME, Inc. utilized the website nearmap.com. Nearmap provides numerous businesses and organizations up-to-date, reliable, and richly detailed aerial data of urban and regional areas by using geospatial mapping technology.
  
  As for the metric system used in the Nearmap photos provided below, the unit utilized is feet.
  
  Now, searching your property using Nearmap on the date May 7, 2021, provided us with the square footage of the unshaded area around your house to be 8, 427.28ft2.
  
  Next, searching your property using Nearmap on the date September 28, 2022, provided us with the square footage of the unshaded area around your house to be 5, 733.55 ft2.
  
  As you can visibly see, the second photo of your residence (dated September 28, 2022), shows growth of more foliage around your abode which in turn decreases the unshaded surrounding area of your home and increases the amount of shading on your solar panels. Simply put, the growth of your trees from May 7, 2021, to September 28, 2022, has created more shade around your house, which has decreased the production of your solar panels.
  
  Previously, Solar SME, Inc. arrived at the increased shading area value of 1.46 by dividing the May 7, 2021, Nearmap area value of 8, 427.28 ft2 by the September 28, 2022, Nearmap area value of 5, 733.55 ft2.
  
  8, 427.28/5, 733.55 = 1.46.
  
  However, we understand your confusion with the calculation, therefore, per our signed contract, Solar SME, Inc., will explain the alteration to the yearly guaranteed production by using the U.S. Department of Energy's (NREL) PV Watts calculator system.
  
  Attached, you will find the inputs on the PV calculator system for your region, as well as specific inputs regarding your solar panel system. Please note, the shading%, under the loss calculator tab has been appropriately adjusted for all three solar arrays by the difference in the May 7, 2021 unshaded area and the September 28, 2022, unshaded area, divided by the original May 7, 2021 unshaded area. The shading percentage was calculated as follows:
  
  8, 427.28 ft2 (May 7, 2021) - 5, 733.55 ft2 (September 28, 2022) = 2, 693.73 ft2 (increase in shaded area)
  
  2, 693.73 ft2/8, 427.28 ft2 = 0.3196
  
  0.3196 x 100 = 31.96%
  
  The 31.96% is the increase in shaded area around your home, which will directly impact the production of your solar PV system. 31.96% is the calculated shading loss value you need to input into shading (%) which can be found by clicking the blue "loss calculator" link next to system losses (%). Keep in mind, this shading % must be input into each calculation for the three separate solar panel arrays at your residence. Photos have been attached so that you may replicate the calculations yourself.
  
  Mr. ******, your contract ensures that your 90% yearly guaranteed production to be achieved will be 22,857 kWh (along with a 0.26% yearly degradation amount). However, the production value of 22, 857 kWh is currently being affected by an increase of 31.96% shading which has lowered your expected annual production output to 16, 688 kWh/year.
  
  Yet, Enphase, the monitoring system for your PV array, reports a yearly production around 19, 000 kWh/ year. Truly, this shows that the system installed by Solar SME, Inc. has in fact operated optimally and has exceed the expected annual production output, all while keeping in mind the increased shading area.
  
  Again, Solar SME, Inc., HIGHLY recommends you clear the area of trees, excessive branches, and any other obstructions that are in the direct path of the sun which is creating additional shading.
  
  Best,
  
  Solar SME, Inc.
  
  
  
  Please view Google Drive link: ***************************************************************************************
  
  
  See Attachment/File: PV Watt calculations - ******.pdf

  Customer Answer

  Date: 11/18/2022

  ***Document Attached***
  
  1. Switching from Helioscope to PVWATTS.NREL.GOV is Bait and Switch.
  
  2. Approval of the system install was done using Helioscope and a TRUE UP done by your onsite inspection team with exact tree height input into Helioscope.
  
  2.5 pvwatts.nrel.gov was never approved by me at install and it was never shown to me for any production values at install. Bait and Switch.
  
  3. Introducing a new calculator for production and "proof" of shade is POOR BUSINESS and not an apples to apples comparison.
  
  4. Utilizing May 2021 (SUN apex on my property) versus June 28, 2021 (SUN apex on my propery) to produce the shade results that you want for denial and switching software for calculations (bait and switch) is ABHORRENT.
  
  5. Send me the Helioscope Report for June 2022 for an apples to apples comparison and ALL DATA input including Tree Height to substantiate your denial of my claim.
  See Attachment/File: *** *** ****** - Inspection Report 6.28.21.pdf

  

  Business Response

  Date: 12/02/2022

  ***Document Attached***
  
  Resolution 1:
  
  The compensation amount to be calculated is around $570, which Solar SME Inc is willing to pay to Mr. ****** in good faith.
  
  Compensation Amount: (22,857 - 19,000) * $ 0.148 per kwh: $570
  
  
  
  OR
  
  
  
  Resolution 2:
  
  Solar SME will add 4 solar panels to Mr. ****** existing solar system. He would need to pay a one-time deductible of only $1,000, which is a fractional amount of the total cost to upgrade the system.
  
  
  
  (Note: Mr. ****** need to sign a One-Pager agreement, prior to proceeding with any of the above-mentioned resolution, which is mandatory. Please let us know which one of the options you want to proceed after signing the One pager agreement attached)
  
  Please see attachment
  
  
  
  Thank You
  
  Regards,
  
  Solar SME Inc.
  
  
  See Attachment/File: One Page Agreement.pdf

  Customer Answer

  Date: 12/06/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  In their most recent response, Solar SME asked me to sign this one page letter stating the following:
  
  
  
  One Page Agreement Solar SME will not be responsible for the production shortfall due to hefty shading on the solar panels due to trees surrounding the property. This is recommended that you must Trim/ Cut down the trees which are causing shade on the solar panels on your roof so that the production remain unaffected.
  
  
  
  This continues to be a bait and switch from Solar SME.
  
  
  
  1. The shade on the property existed prior to their quotation and onsite "True Up" guaranteeing my 25 year production. I paid them $40,000 for this solar system.
  
  
  
  2. Solar SME is not accepting responsibility for a "bad quote and install" performed by their company and wants to bait me into accepting an offer that switches their responsibility to ZERO for production shortfall. This is not acceptable.
  
  
  
  3. Switching from Helioscope to PVWATTS.NREL.GOV is Bait and Switch.
  
  
  
  4. Approval of the system install was done using Helioscope and a TRUE UP done by Solar SME's onsite inspection team with exact tree height input into Helioscope.
  
  
  
  5. pvwatts.nrel.gov was never approved by me at install and it was never shown to me for any production values at install. Bait and Switch.
  
  
  
  6. Introducing a new calculator for production and "proof" of shade is POOR BUSINESS and not an apples to apples comparison vs the True Up and Helioscope report which was approved by me prior to install.
  
  
  
  7. Utilizing May 2021 (SUN apex on my property) versus June 28, 2021 (SUN apex on my property) to produce the shade results that you want for denial and switching software for calculations (bait and switch) is ABHORRENT.
  
  
  
  7. Send me the Helioscope Report for June 2022 for an apples to apples comparison and ALL DATA input including Tree Height to substantiate your denial of my claim. I have asked for this report for more than 4 months and Solar SME has NOT sent this to me.
  
  
  
  Solar SME needs to send me the detail requested in bullet point #7 and send me a check for $570 for 2021/2022 production shortfall WITHOUT a waiver of my 25 year production guarantee.
  
  
  
  If Solar SME wants to install panels to prevent production shortfalls into the future years at their expense then that would be Ok providing they provide me proof of concept through the use of a valid Helioscope report and data inputs.
  
  
  
  No waiver will be signed or accepted.
  
  
  
  Sincerely, Mr. ******

  Customer Answer

  Date: 01/03/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  I would very much like to draw this to conclusion with a satisfactory offer from Solar SME that addresses my concerns.
  
  
  
  A good faith offer should include: providing me with a new Helioscope report with all data inputs for June 2022 which allows me a true 12 month comparison to the Solar SME data and "sales effort" in June 2021 known as the Helioscope report for my property which reflected the guaranteed 25,397 kWh of production per year. A good faith offer would not require me to amend language to cut down trees to allow for your initial 25 year production guarantee. A good faith offer would not make the customer responsible for any Solar SME negligence.
  
  
  
  Let me remind you, that the production loss was not for 12 months AFTER your install, BUT for each and every month from DATE OF INSTALL to the one year mark after install. The system failed to produce what Solar SME guaranteed during the first year of production. This is a 25% shortfall computed as 19,000 kWh / 25,397 kWh for the first year. It is a 25% shortfall each and every month during my first year of production. If, prior to install, Solar SME advised me that I need to cut down trees to get the guaranteed amount of 25,397 kWh per year of production it would have precluded me from spending $40,000 for the "guaranteed" system that I purchased from them.
  
  
  
  Relative to the (4) Solar Panel offer that Solar SME wants to provide to me without cost. I have asked for proof of concept of this idea in my previous correspondence to them through BBB and Solar SME has not provided me a new Helioscope report to substantiate any benefit that I may receive from adding these 4 new panels. What percent increase will I receive in production. A new Helioscope report is Solar SME's normal and foundational approach to "selling" new customers or adding new panels to a customer's roof. This offer for adding new panels at no cost may be a solution if it provides benefit, but I will not sign a waiver for their production guarantee, unless I receive a satisfactory offer from them to make the production guarantee null and void.
  
  A satisfactory offer from them to void the production guarantee would be as follows: If Solar SME wants to provide me a check in the amount of $10,000 ($40,000* 25% loss =$10,000) for their negligence relative to their onsite assessment and True Up that provides for the 25,397 kWh production guarantee, then I would amend that part of the contract that relates to SME's 25 year production guarantee and make it null and void.
  
  
  
  Relative to the Solar SME statement that production is negated by "hefty shading" in their response. This "hefty shading" was and is the exact same shading as when they provided the June 28, 2021 quote and onsite assessment known as their "True Up" (revised layout) to allow for their production guarantee of 25,397 kWh per annum. This system cost me $40,000 which is not an insignificant amount of money. This contract provided me with the safety of a 25 year production guarantee. Solar SME has failed to send me the June 2022 Helioscope report with all of their exact data inputs allowing me an apples to apples comparison to their "True Up" report dated June, 28, 2021. Why have they not sent this to me? What is Solar SME hiding? Why are they NOT transparent with their "valued customer" and BBB? I have asked for this for the past 5 months and have not received this report.
  
  
  
  In addition, cutting down trees that were originally here and full grown at the time of their onsite assessment and true up was not part of the original bargain. This concept of cutting trees, that Solar SME is purporting, is a "bait and switch" approach, which would continue infinitum until I cut down all of my trees and all of my surrounding neighbor's trees (which I do not have the right to cut). It is a Solar SME approach relative to negating a contractual 25 year production guarantee without taking full responsibility for their negligent analysis and negligent onsite assessment based upon the set of parameters and values that existed at the time of quote and installation.
  
  
  
  I would very much like to draw this to conclusion with a satisfactory offer from Solar SME that addresses my concerns.
  

  

  Business Response

  Date: 01/03/2023

  (Friday, December 30, 2022 5:14 PM
  
  BBB Received)
  
  
  
  I really want to bring this matter into your attention regarding Mr. ****** ******' BBB complaint, Case ID #: ********, as there is hefty shading on his roof due to trees surrounding his property, which has an negative impact on his system's production. At first, we proposed him that we will add 4 Solar panels to his existing system, with a one-time deductible of $1,000 needs to be paid by Mr. ****** which now, we are ready to offer him free of cost to improve the system performance. Although this production deficiency as a result of the trees shading around his property is not Solar SME's responsibility, still we are trying to resolve this matter in good faith. On the other hand, it is also recommended that Mr. ****** MUST trim down the trees causing shade on his property to avoid any production deficiencies, which is not acceptable to Mr. ******.
  
  (BBB), We really appreciate your advice on this as we are trying every way possible to get it resolute with the customer but he is not willing to settle down at any reasonable terms with us, where at this point we would like to request you that this complaint should be dismissed by BBB as the customer doesn't look ahead toward the resolution.
  

  

  Business Response

  Date: 01/16/2023

  Dear Mr. ******,
  
  As discussed earlier, in good faith we can install 6 more solar panels rather than 4 to your existing system FREE OF COST to improve the system production. But the shading should be taken care by yourself, as you need to trim down the trees to avoid shading on the solar panels. Solar SME will not be liable to give production warranty with such shading conditions. Although, we have given you the best possible solution & which we hope you would consider.
  
  
  
  Thank You
  
  Regards,
  
  Solar SME

  

  Business Response

  Date: 01/30/2023

  Hi Mr. ******
  
  As you know, your property is shaded due to trees surrounding your property, we will reach out to Helioscope Team to seek advice from them upon your request. Once we hear back from them, we will let you know.
  
  Thank You
  
  Regards,
  
  Solar SME Inc.

  Customer Answer

  Date: 02/17/2023

  (The consumer indicated he/she ACCEPTED the response from the business.)
  
  I have spent $3,000 on removing trees in the zone that Helioscope provided you. The work was completed two days ago. Removing all trees in that zone will be much more expensive. So, I am in favor of proceeding without removing all trees in that zone and will take the responsibility for production shortfalls caused by shade going forward. Note: this was NOT part of our original agreement, but will suffice at this point in time to move this forward.
  
  
  
  Solar SME may begin with the install of the panels as you have recommended in this BBB report.
  
  
  
  Please advise me when the work will commence.
  
  
  
  Thank you

  Customer Answer

  Date: 03/09/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  Please send me the document you want signed before install.
  
  
  
  Please include the following:
  
  1. Manufacturer name and Model Number
  
  2. Microinverter manufacturer and model number
  
  3. Labor and parts fully paid for by Solar SME
  
  
  
  In return, Mr. ****** will release Solar SME from contractual obligations as it relates to the following:
  
  1. Production guarantee as it relates to existing or new shade on existing and new panels.
  
  
  
  All other aspects of the original contract between Solar SME and Mr. ****** remain in full force and effect.
  
  
  
  Solar SME to install the new panels within two weeks of executing the new agreement as it relates to the waiver on shade and production.

  

  Business Response

  Date: 03/20/2023

  Dear Mr. ******,
  
  As discussed over the call, I hope everything is good to go now. Furthermore, Basem will keep you posted regarding the timeline for the execution.
  
  
  
  Thanks
  
  Regards,
  
  Solar SME Inc.

• Initial Complaint

  Date:09/30/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We wanted to get an estimate on Solar with Solar SME. They gave us an estimate, but said that additional costs on replacing roof and electric work may be needed and could be bundled into the package price. However, they won't come out to give the full cost estimate until you sign a contract agreement and apply for a loan with their finance company. I asked if we could have them do the inspection and estimate before we have the hard credit pull on my fiance's account. They said yes, but we would still submit the application. Well, voila, they pulled the credit, and we still don't even know what the price would be and they have done no visit. We want this pull removed from my fiance's credit.

  

  Business Response

  Date: 12/28/2022

  Business Response /* (1000, 5, 2022/10/17) */
  As Solar SME Inc. specialize in providing solar services, we had given him the complete package via emails, and it was reflected in the agreement shared with him.
  He insisted that the roof must be inspected before we proceed with the solar installation, so we suggested him that we can do a site inspection in which we can check the condition of the roof to inform you and if you need replacement, then you can get estimates from Roofers to have it replaced. We also proposed him If he wants to reflect the roofing cost in the loan, he should let us know as well.
  We have informed him regarding our method to proceed with a project. To begin with, he must sign our non-binding contract and undergo a credit check to retain his desired loan option, as financing institutes are taking out several loan plans due to increase in federal rates. In good faith, we also allowed him to sign the loan docs even after the inspection, where he decided to move forward with us.
  Furthermore, he was initially informed about the lender requirements before the process even started. Hence, he willingly filled the loan application & submit it to the lender by himself. As this is a basic procedure followed by the financing companies to execute Hard credit check for loan verification with the consent of the customer before proceeding to the next steps, Solar SME Inc. has nothing to do with this.
  
  Thanks
  Regards,
  ********* Inc.