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Business Profile

Solar Energy Contractors

The Solar Scouts
BBB accredited business seal
BBB Accredited BusinessA Rated by BBB

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 3 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/08/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 contracted with Solar scouts to get us a solar system for our home to get us off the grid. The promised system does not even get close to providing enough energy to supply our home. Their own designer confirmed that the system is way under performing it design and too small. The batteries were suppose to last two days but they do not even last the night. Solar scouts do not respond to certain questions or concerns. When I asked for an electrician to check out the system because experts looked at our data and acknowledge something was very wrong. Solar scouts did not send an electrician, they sent an installer from another solar company. The installer acknowledged the system was not working correctly. He adjusted solar panels on the roof, but nothing changed. The solar panels still do not bring in much power. They want us to spend a lot more money to get the system we actually were contacted to get. Every time I talk to Solar scouts the blame is shifted to something or someone else. They will not fix the system they installed nor will they keep their promises nor will they make the system work as promised.

    Business Response

    Date: 11/12/2024

    Sorry you feel this way, *****. Unfortunately, we were working with the design specifications assigned to us by the organization you were working with. We did not consult with you on the design process, and you worked with a different organization to design the system. You only signed an installation agreement with us regarding the specific components in the agreement. The system is performing per the design requested. We are answering every question you ask. We even created a group message with the sales dealer to ensure everyone is on the same page. We answer every question, whereas the organization that "sold" you the system is unresponsive and continues to come up with excuses. 

    The batteries are 1: still learning about the home usage habits and still training itself on "State of Charge." 2: Solar Scouts made no claims regarding system performance relative to home usage details. We only installed the system we were asked to and that system is performing. You should be upset with the organization who sold this to you.

    Sometimes these systems require fine tuning. We are aware of that. You mentioned the solar was not producing correctly - we agreed and within two days of the original install we sent a roof technician out to correct the issue. While our technician was on site, your or your wife applied overwhelming pressure to him to perform work he was not sent to do, nor qualified to do. Thankfully, when our Journeyman electrician came out a few days later, everything was fine and only required some software updates. 

    We have yet to discuss viable solutions, and we have not requested any additional monies beyond the original agreement. The system we installed is working as it should. No promises were made by the solar scouts outside of the contract for the specific system we installed, which has passed inspection and is performing as anticipated. 

  • Initial Complaint

    Date:09/23/2024

    Type:Customer Service Issues
    Status:
    Resolved
    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 have reviewed the business response and accept this resolution. I am requesting that complaint against Solar Scouts ************* # ******** conflict have been resolved.

    Thanks
    ***

    Business Response

    Date: 09/23/2024

    Hey ***,

    We will not be able to fulfill the refund request. The system is operating as designed and is producing the amount of electricity you requested we generate for you. 

    As you'll recall, during our consultation we recommended a larger system size for your needs; however, you only wanted a specific amount of power be created for you. 

    We are reaching out to you directly to get a better understanding from you. Please reach out to us directly anytime you feel something is not correct and we can adjust.

  • Initial Complaint

    Date:09/21/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 Jan 1 2024 I paid for a solar system that is out of code and doesnt work as promised. I have repeatedly asked installer to rectify. He has excuses when he returns my calls, if he returns my calls. He is well aware of his poor performance and breach of contract.

    Business Response

    Date: 09/23/2024

    We are working diligently to complete this project. It is a continued work in progress. As we have updates we will continue to keep you in the loop. 

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