Complaints

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

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  RISE Power

  Richardson, TX 75081-2909

  
• 

  RISE power LLC

  2822 S Parker Rd Suite 2-1059 Aurora, CO 80014

  

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:12/17/2024

  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.

  Company refuses to pay me for my sales commission

  

  Business Response

  Date: 01/02/2025

  This complaint is from a sales *** that quit and was requesting to be paid sale commissions on projects that were installed after he quit. Unfortunately, soon after the sales *** left RISE power, we received several ***orts that the sales *** had attempted to solicit other sales ***s to work with him with another company in a different industry, which violates our employment agreements. In addition, after the sales *** left, we received several calls from customers regarding incentives promised by the sales *** to his customers that were never delivered. **** had to pay these incentives to the customers, which offset any commissions owed to the sales ***.

• Initial Complaint

  Date:10/22/2024

  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.

  Hello, on May 29 2024 I singed a contract with Rise power to complete a solar installation at my house. I found Rise thru the Solar Switch program, as I wanted a vetted company. I had to delay the install as I was hit by a large hail storm and had damage that needed to be repaired. Once repairs where complete, new roof etc. they installed the solar. Rise was aware this was a new roof and needed special care. They completed the install on 8/15/2024, on 8/28 my roof contractor was installing gutters and found a great deal of damage to the roof. This was caused by Rise during the install of the solar, and as per my contract with them they will repair this. I contacted Rise ******, and *** to get the repairs completed, they asked for a quote from my contractor. They 1st did not agree with the amount of work they needed to be completed, so they wanted a contractor they worked with before to come out. 2 months later A contractor did come out, however they have never done business with **** before. I spoke directly with the contractor they stated Rise reached out to them on Monday 10/14 to be at my house on 10/15 to review damage. The new contractor did agree with my contractor on the damage, and they found more under the solar. They installed panels incorrectly pulled them up and re-mounted them leaving holes with glue in my roof. I am also still waiting for a call back from **** from last week The contractor was a start up was not in BBB from what I find, and Rise never worked with them before info from them. *** from Rise stated to me several times this is a contractor they used before. I asked what it would take to get my contractor to complete the work. *** stated he needed to come down on the price. This comes down to Rise being cheap, and wanting to find cheap workers to complete the work. Yes you will give a warranty, cheap work is cheap and not quality work. This is my house I don't need cheap workmanship and leaks in my roof

  

  Business Response

  Date: 11/04/2024

  I have been in communication with ******** since this complaint was made. We have agreed upon a move forward solution and are in the process of that solution now. I will update this complaint once the resolution has been completed and ******** can add any additional comments as he sees fit.

  Sincerely,

  *** ******

• Initial Complaint

  Date:03/06/2024

  Type:Product 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.

  Entered a contract on 12/13/23 to have solar panels installed, tried to cancel on 12/26/23, representative *********************** told us if we didn't cancel he would agree to give us six months of solar panel lease payments free at a cost of $1452. The panels were installed 12/28/23 and we were told the check would arrive 5-7 business days later. We contacted him on five different occasions regarding the check with differing reasons on his part regarding why it had not arrived, the last contact was on 2/26/24 which he didn't respond to. I got online to print out a copy of the Solar Installation Agreement which has an addendum regarding the payment of $1452 for the six months of free lease payments and the online copy has no addendum, the only copy I have with that addendum is the one he sent me via text. I would like for the company to honor that addendum. My husband and I would have cancelled our agreement with Rise Power if he had not offered to pay for the first six months of lease payments, it's our opinion that he never intended to honor that contract, that it was added after we signed. We feel that the company should be liable for the amount owed us regardless of **************** deception. We don't want any legal action taken, we just want them to do what they agreed to do. The lease amount we have to pay is $242.13 per month in addition to whatever electric bill payment we might have.

  

  Business Response

  Date: 03/07/2024

  ****************,

  Thank you for bringing this to our attention. We have reached out to ******* and he immediately responded back that he will get this taken care of. We will continue to follow up with him until we've received confirmation that the check has been received by you. We apologize that you didn't immediately receive your promised incentive, and will make sure and coach ******* on this to avoid future issues. Thank you again for letting us know.

  Sincerely,

  *******************

  Customer Answer

  Date: 03/08/2024

  I have reviewed the business response and accept this resolution. I would like to know from the company an approximate timeline insofar as when I might expect payment from ************. He's promised for two months to make sure the check is mailed to us and never followed through. I do appreciate the company's willingness to make sure this matter is resolved in an equitable manner.

  Customer Answer

  Date: 03/14/2024

  It has been a week since we received the response from Rise and no action on *************************** part has taken place. My son lives in ******** and he receives mail from us in three days. Could you reach out to the person who originally responded to the complaint to see if he knows what action ************ has taken and when we might expect payment. Thank you.

  

  Business Response

  Date: 03/18/2024

  I have spoken with **************** directly. The sales **** ************************ sent ** the money owed to the customer directly. We are now sending her a check with a shipping tracking number. We will continue to follow up with the customer to make sure she receives the check and this issue is resolved to her satisfaction.

  Sincerely,

  *******************

  Customer Answer

  Date: 03/20/2024

  As indicated in the response from ****************, he did send the check and we received it via *** this date, 3/20/24. He has taken care of this matter in a timely and professional manner and we consider this complaint to be resolved to our satisfaction. Thank you for your assistance in helping take care of this.

• Initial Complaint

  Date:02/06/2024

  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.

  A STORM HAS COME THROUGH AND THE ***** PANEL IN ANOTHER LOCATION HAS LOOSEN. SUNNOVEA TAKES NO RESPONSIBILITY AND THE ROOFER AND ADJUSTER HAS CONFIRMED WITH THE **** I WAS GIVEN THAT IT IS THE ***** PANEL. I AM BEING TOLD THAT I HAVE ROOF PROTECTION BUT I WILL HAVE TO PAY TO HAVE THEM REMOVED THAT IS EXTORTION AT IT'S FINEST. I SHOULD NOT BE HELD HOSTAGE FOR GETTING REPAIRS DONE TO *******. I NEED A CALL BACK WITH A DATE THAT SOMEONE CAN COME AND REMOVE THE PANELS AT LEAST UNTIL I GET ******* FIXED, I DO NOT NEED ALL PANELS REMOVED JUST THE **** FOR REPAIRS. I AM SO TIRED OF THIS

  

  Business Response

  Date: 02/12/2024

  ************-Printers reached out to us about this issue for the first time on Feb. 08, ****, after the complaint was filed. Once she reached out, we were able to get her on the calendar to go resolve the issue on Wednesday. Feb. 14. We will continue to work with ************-Printers to make sure everything is resolved to her liking.

  Thanks,

  *******************

   

  Customer Answer

  Date: 02/12/2024

  I was given this by my adjuster 

• Initial Complaint

  Date:10/10/2022

  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.

  THERE IS A LEAK FROM THE SOLAR PANEL BOLTS SOMEWHERE ON THE ROOF UNDER THE PANELS PER MY INSURANCE COMPANY. RISE CAME OUT DID AND INSPECTION AN CLAIM THEY COULD NOT FIND A LEAK. CUT HOLES IN MY CEILING AND PRIMARILY WANTED ME TO REPAIR THOSE HOLES VIA MY INSURANCE THAT THEY CUT AND NEVER CAME BACK TO FIX UNTIL I STARTED QUESTIONING IT. I RAISED A STINK BECAUSE MY ROOF WAS FAIRLY NEW UPON INSTALLATION. I WAS TOLD IT WAS NOT THE SOLAR WHICH I DO NOT BELIEVE. I HAVE ATTEMPTED TO SPEAK TO SOMEONE BUT THE ONLY PERSON WHO WILL ANSWER IS ****** WHO CAN NOT GET ME ANY ASSISTANCE EITHER. I AGREED TO HAVE MY CEILING REPAIRED BUT NOW IM THINKING WHAT IF IT RAINS HARD AGAIN. I REPORTED THIS LATE AUGUST TO ***** ********* AT SUNNOVA AND *** ****** . THE OPERATATION MANAGER WAS RUDE I BELIEVE HIS NAME IS *****. I WANT MY ROOF EXAMINED AND MY CEILING FIXED AT THIS POINT. THEY EVEN CUT MY CEILING WHERE THERE IS NO PANELS ON THAT SIDE OF THE HOUSE. THE PATCH WORK THEY ATTEMPTED IS DISGUSTING AND WHILE REPAIRING IT STOOD ON MY WASHING APPLIANCE. EVERYTIME I CALL THEY MENTION MY HOME OWNERS INSURANCE , REALLY? I AM SO DISSAPOINTED AT THIS COMPANY I REALLY WANT TO REMOVE THIS MESS OFF MY HOUSE IF THIS THE TYPE OF COMMUNICATION THAT I HAVE TO DEAL WITH FOR THE NEXT 20 YEARS. THIS IS MY NEXT TO LAST ATTEMPT TO GET SOME ANSWERS WITHOUT GETTING LEGAL COUNSEL. AND JUST LIKE THE OTHERS SAID ON THE COMPLAINTS THE LIES THAT CAME WITH THE SELL OF THESE SOLARS I BELEIVE IT, BECAUSE THEY WERE TOLD TO ME AND ANOTHER PERSON THAT I RECOMMENDED WHO PURCHASED THE SOLAR PANELS AS WELL. THE COMMUNICATION IS HORRIFIC BUT I HAVE TAPED CONVERSATIONS , EMAILS AND PICTURES FOR WHOMEVER IS ABLE TO ASSIST ME AT THE SOLAR COMPANY.

  

  Business Response

  Date: 02/14/2023

  Business Response /* (1000, 7, 2022/10/25) */
  Contact Name and Title: *** ******, Owner/COO
  Contact Phone: XXX-XXX-XXXX
  Contact Email: ***@risepower.energy
  We first received notification that there was a roof leak on Ms. ******** home on the evening of Sept. 9, 2022 in an email from Sunnova, Ms. ******** finance company. We reached out to Ms. ******** on Monday morning, Sept. 12, to schedule a site visit, which was set for Sept. 19th. When our technician arrived on the 19th, he found that the area of the reported roof leak didn't have any attic access to test for a roof leak. It was impossible for the insurance company to assume that the leak came from the solar panels, without gaining access to underneath the roof area. We told this to Ms. ******** and explained that it was important to find out where the leak was coming from so we could diagnose the issue. She agreed to this and allowed us to cut a hole in her drywall. The area of the reported leak was above her laundry room in an area of her roof that was nearly flat. We performed a hose test, where we run the hose on the roof to test for any leaks in the roof penetrations from the solar system. These tests all came up negative, but it was discovered that there was a couple areas of this flat section of the roof that were not draining properly due to how shallow the roof was and the fact that the roof had normal composite shingles in an area that should have rolled roofing. Because of this, water was being drawn underneath the shingles and sitting without draining, which caused a couple different leak spots, not at the solar penetration points. We instructed Ms. ******** that she needed to call either her roofing company to inspect and determine the best repair options or her insurance company to report the damage. We did not initially repair the drywall cuts, because we knew that the roofer or insurance company would need to evaluate this area as well.
  
  Throughout. the next week, Ms. ******** called into our office multiple times, and spoke with several different individuals about fixing the drywall cuts. We again explained that she needed to have the roof inspected by her roofing company or insurance. It appeared that she understood this, but then called again upset because she said she couldn't use her laundry room with the holes in her ceiling. On Sept. 27, we ended up sending another technician to temporarily reinstall the drywall cuts so she could use her laundry room.
  
  Within a couple days, she called because she was upset that the drywall repair wasn't done correctly, which she was aware was only temporary because the roofer or insurance company would need access to inspect the area as well. We again explained this to her and she seemed to understand, but would then call within a couple days upset again. We explained to her many times that she needed to have the roof inspected and we would happily pay for the drywall repairs once the issue was resolved. She never did, and after repeated requests, we did end up sending a contractor to her home on Oct. 14 to permanently repair the drywall cuts.
  
  I'm not sure why Ms. ******** states that she couldn't get in touch with anyone at RISE power, or that our communication was poor. Our records indicate that during the last 30 days, we've spoken with Ms. ******** over ten different times. We are committed to our customers and making sure they are well taken care of. In this situation, the customer has repeatedly ignored our recommendations. We did exactly what she wanted us to do, but with much hesitancy because the underlying issue has not been resolved correctly.
  
  
  Consumer Response /* (3000, 9, 2022/10/27) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I received a call from *** explaining why I was upset. He proceeded to tell me he would investigate and contact me. He NEVER called me back or answered my multiple calls. I did speak to someone in the office a lot but no resolution so YES I continued to call. I did not agree to have a hole cut in my ceiling I was not home and my mother who was home asked them to contact me and no one did. I assume because when asked what number was called they gave me phone numbers that were invalid. Emails were invalid but were soon updated. I would have never in the first place gave permission for holes of that size to be cut in my ceiling. First they said my mom gave them permission which I know is not true and now it's said I gave them permission. I truly believe it was a communication error because I could barely understand the broken English when he was trying to explain to me . One of the holes was on a separate side of the room where no solar panels were installed so that is a lie. I then finally get some resolution to have the holes patched up and the pictures I attached totally explains why I was upset. The technician who attempted to patch up the holes did a horrible job and even while working on the ceiling took his foot and stood on top of my washer to use as a ladder and did not even apologize just smiled and said oh ok after I told him to remove his foot. ****** who called me back after I showed him the pictures of the horrific patch up job then sent someone out to fix it better which I am grateful for. Even if I need to have the roof looked at by Whomever, I should not have to walk into my home and see open holes of that size in my ceiling. Rise told me that they would send someone out to look at the roof and that never happened. Rise then told me they have attempted to contact Sunnova so that this issue could be resolved but could not reach anyone there to get a resolution . That was alarming since you both are connected with installing and maintaining the panels. So if you were providing such wonderful communication with me why has this never happened. I did tape the conversations for this very insulting response. Thank God. I only wanted what was promised and documented, now I was calling too much and over reacting per your response.
  
  
  Business Response /* (4000, 12, 2022/11/04) */
  The customer is correct, she did speak with *** about the issue. He passed ** any information/response to ***** who has been the primary contact with the customer. We're sorry if he didn't reach out to her directly, but was assured all information had been passed ** to the customer and it was unnecessary for him to reach out directly.
  
  Not sure why the customer keeps referring to there not being a resolution in place, she states that ****** sent someone out to correctly repair the drywall, which was the resolution management came up with after ***'s conversation with her and was the customers desired course of action. This should have resolved the dispute and was completed on Oct 14. It is important to note that this resolution was not the recommended resolution from RISE power. We've stated multiple times with the customer that she needed to send someone from the roofing company or the insurance company to evaluate the roof, which is why we originally only temporarily put up the drywall pieces without finishing them. It's now going to cost the customer to pay someone else to cut holes in the drywall and repair it again. We've always told her we would pay someone to fix the drywall correctly once the roof was evaluated and/or repaired. It appears the customer may not intend on making the recommended repairs to the roof once it was discovered the solar system was not the cause of the roof leaks.
  
  The reason we cut two holes in the drywall, one directly underneath the panels and another where there wasn't any panels, was to determine if the roof was in the same condition under the panels vs. where there weren't any panels. After speaking with our operations team, they did confirm that during the initial leak evaluation appointment, they were not able to get in contact with the customer, but the Mother, who was at home, told us to go ahead and make the cuts so we could diagnose the roof leak. We apologize if this caused the customer any inconvenience. These holes were necessary to determine the cause of the roof leak, which has been communicated multiple times with the customer.
  
  Regarding the bad phone numbers and email address, these were provided to us by Sunnova after the customer called them to address the roof leak, they were not correct but this was quickly resolved.
  
  Sunnova is the lender that provided the financing for the solar system. They have a vested interest in making sure the system is working correctly and the customers issues have been resolved. Once we evaluated the leak, we submitted a report of our findings to them. They are not responsible for providing a resolution, just ensuring that a resolution is put in place. They were satisfied with our original assessment and subsequent course of action.
  
  RISE power is motivated to get this issue resolved and we believe we've done everything in our power to do this. Unfortunately, after completing our assessment we determined that the roof leak was NOT caused by our solar system and we've asked the customer to have her roofer or insurance come and look at the roof to confirm or dispute our assessment but she has not done so and based on us having to fix the drywall completely it'll be impossible for them to assess the roof without cutting new holes in the drywall.
  
  
  Consumer Response /* (4200, 14, 2022/11/11) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I WILL SCHEDULE FOR A ROOFER TO COME AND WALK THE ROOF AS PROMISED BY RISE TO HAVE SUNNOVA TO DO SO IN THE BEGINNING AT THIS POINT I TAKE RESPONSIBILITY FOR TRUSTING THIS COMPANY (RISE) THE RED FLAGS WERE THERE AND IGNORED VIA MYSELF UNINTENTIONALLY. ONCE THAT I HAVE A ROOFER COME ASSESS THE ISSUE I WILL GO FROM THERE BUT WE ARE FAR FROM OVER THIS IF THE SOLAR SYSTEM HAS CAUSED THIS ISSUE WHETER YOU WANT TO TAKE RESPONSIBILITY OR NOT. TO BE CONTINUED
  
  
  Business Response /* (4000, 16, 2022/11/21) */
  Thank you for doing that. Please let us know how the roofing assessment goes. We are committed to making sure your issue is resolved and you are happy with the result. I look forward to hearing from you soon.