Complaints

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:08/26/2024

  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 purchased the Solar panels from Solar Centex in ****** 10yrs ago, for ********* and paid cash for them with guarantee to have them repaired if something happens well something did happen. One of my solar panels stopped working. I called him and asked them could they come out and repair it and she said that the could come out as soon as they have time, that was three months ago, nobody has been out yet and I said just call me back and let me know if youre coming out. Im dont hear from them anymore. Matter fact I dont hear from them at all. The panels is in I know that, cause she called me and said that much I called her and she said the panels are end. all they need to do is come out and exchange them and install it when they have the time, well its been about months and still they have not come out to replace my Solar panel. I dont know how much time its going to take? I dont know what she meant when she said Time, its been a long time and they havent came yet. Thank you very much , can you help me?

  Business Response

  Date: 09/18/2024

  Mr. **** knows that we have been fixing and supporting substantial damage from across ************* caused by the Temple tornado and hail storms, so it was surprising to read this complaint.
  
  Mr. **** also knows that our 5-year workmanship warranty is long past expired. We did receive a replacement SolarEdge optimizer under warranty for his system, and he has received and agreed to the labor costs to install this optimizer.
  
  Really disappointed to read this complaint. Especially after we told him that his 1 panel out of 30 panels not functioning was  - and he agreed with this when he and I spoke - of lower priority than people who needed entire roofs replaced. 

• Initial Complaint

  Date:06/07/2024

  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.

  Date of Transaction: July 28, 2023 Amount Paid: $6,610.72 Business Name: Solar CenTex Contractor License: TX#***** Nature of the Dispute:On May 12, 2024, our solar panels were destroyed by a hail storm. As the business committed to providing a 5-year Solar CenTex workmanship warranty, we immediately reached out to schedule an inspection. Despite multiple attempts to contact them via email and phone, we received no response.My husband, *****************************, eventually visited their office in person. However, we were informed that they could not conduct an inspection until July. This delay is unacceptable, as we require prompt assistance due to the extensive damage caused by the hail storm.The business is not showing any interest in resolving our issue or honoring their workmanship warranty in a timely manner. We seek immediate inspection and repair services as promised under the warranty agreement.

  Business Response

  Date: 07/29/2024

  The damage to the solar system was caused by the hail storm and is in no way related to "workmanship." This storm damage is not covered under warranty and nothing in the contract construes that "Acts of God" such as a tornado and hail event is a warrantied issue.
  
  Solar CenTex has been working diligently on all of its customers effected by the storms - there are well over 100 who have been effected - and the teams are working every day to mitigate damages or remove solar panels on homes that need to be re-shingled.
  
  We installed seven panels to ********************** home in 2020. The number is quite low relative to other systems we have installed because we were adding solar modules to the ********* existing system that Solar CenTex had not installed. In fact, when Solar cenTex did send two technicians over on July 15th, 2024 to assess system damages, they discovered that the three damaged solar modules were not even part of our installation but were the original installation. The notes of the technician leader: "DS/JC  went and looked at system. 3 JA SOLAR model (JAM60S02-295/PR) were damaged. When we went to bypass the system, and connect the remaining onto the rapid shut down box, the MC4's began smoking. We wrapped the MC4's up in electrical tape and left the system off. "
  
  We want all of customers to be operable and will send the *******'s an estimate for labor and materiel costs for the portion of their system that is storm damaged.