Complaints

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

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  Blue Raven Solar, LLC

  1403 Research Way Orem, UT 84097-6201

  
• 

  Blue Raven Solar, LLC

  448 E Winchester St Ste 475 Murray, UT 84107-8544

  
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  Blue Raven Solar

  5535 Fair Ln Ste A Cincinnati, OH 45227

  
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  Blue Raven Solar, LLC

  6402 E Main St Ste 203 Reynoldsburg, OH 43068

  
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  Blue Raven Solar

  43155 Main St Ste 2318 Novi, MI 48375

  

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:02/13/2024

  Type:Order 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 had a blue raven sales person come to our house and basically give us lies and false promises for our solar system. We spent 2+ hours with him asking all the questions and come to find out- it was all lies.
  1. We were promise and GAURENTEED that 50% of our energy would be created by our panels and our energy bill would be reduced by 50%.
  2. We were promised this would not go into our credit report and that it works the exact same way as DTE and consumers utility bills
  3. We were told if it did not produce the 50%, that more panels would be installed free of charge
  
  Our system is not producing anywhere close to 50% and we are currently only saving roughly $8 a month off our bill. Now the company is saying none of the things we were told was true and that “we have recently asked our sales reps to stop misleading customers” - ASHLEY customer service told me that.
  It also is reporting on our credit report like we were promised it wouldn’t be.
  They are now saying they will not gaurentee the 50% and will not install more panels for free.
  
  We would never invest $27,000 to save $8 a month. This company needs to be held accountable and face consequences for lying to customers. You absolutely should not be able to tell consumers lies and hope they don’t read the fine print.

  

  Business Response

  Date: 02/14/2024

  Blue Raven Solar does not guarantee the offset of a customer's utility bill as that includes many factors outside of our control, such as usage and utility rates. However, we do guarantee the production of a solar system on an annual basis. The customer purchased a system that would produce 5,740 kWh annually, and since it was turned on on May 10th, has produced within our estimations. According to the customer's consumption they provided, it was estimated that their system's production would offset their usage by 49%, aligning with what the representative told the customer.

  Abnormally, the customer has only received one lump sum bill from their utility provider since May, though they should have received a monthly bill. The claims of only saving $8 a month came from their utility provider; however, a utility company cannot track all the power produced by a solar system and, as a result, cannot provide an accurate amount of savings. This was attempted to be explained to the customer; however, they were not cooperative with providing the breakdown of their bill, so their actual solar savings could not be determined. As for the claims of their credit report being impacted, the sales representative was correct; at the time of their meeting, it would not be impacted as it was only a loan application. However, once the installation was completed, the loan was finalized and, in the case of all finalized loans, would appear on their credit report.

  Blue Raven Solar has reached out to the customer to address their concerns and work out a resolution; however, the customer was not interested in cooperation and working towards a resolution but rather stated that they were pursuing legal action.

  Customer Answer

  Date: 02/17/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  this companies sales team is misleading customers to make sales. As stated by a costumer service representative of blue raven- they admitted that they knew their sales people were purposely misleading customers and has since asked the sales people to no longer use those practices. It’s clear we were fed multiple lies before they asked their sales guys to stop doing this. This company should be investigated on their sales practices and have to rectify current customers that were lied to.
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:02/07/2024

  Type:Order 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.

  In May of 2023, my husband and I were approached by Blue Raven Sales Reps. We, spoke to them for a while and explained to them that we were interested in solar at some point but that we had only been living in our home for 2 weeks. The gentleman told us no worry they could still place panels on our home, based on other homes in the area of the same size. So we decided to meet with the "top" agent, and made an appointment with Jon. I expressed to Jon that I was concerned because we had only been living in our home for 2 weeks so we have no idea how much consumption we use. Jon assured me that the other homes in the area was a good indicator of what we would use. I told Jon we are a family of 9 with 8 disabled people we do not leave the home often so we consume more energy than a family who works and goes to school. He assured me that he would make sure we had enough panels. During this meeting we were told that with our taxes if we provided our tax accountant with all the documents I get from GoodLeap that we would get an additional $7000 on our refund to put towards the panels. I found out yesterday (2/6/24) that we will NOT be getting that $7000 on our refund to help lower what we owe. I was also promised that once we turned on our system that our electric bill would be no more than $5 a month for a service fee, however our electric has been no less than $130. I also found out yesterday (2/6/24) that they should have NEVER put panels on my home without a years worth of data and Blue Raven knew that, however they still put the panels on my home with NO data. So now I have a system that does not fit my families needs due to them not having the data needed to ensure that enough panels were going to be put on. I was LIED to and the company was deceitful when asked any questions. These panels were put on my home based on a lie and with no qualifying data to ensure they were putting on the right amount.

  

  Business Response

  Date: 02/14/2024

  Blue Raven Solar provides various checks and balances to cover necessary information. The first of these is the Home Improvement Contract, which the customer signed on May 27th, 2023, and includes Blue Raven Solar's contractual obligations. The customer additionally signed a tax disclaimer, which expresses that the Residential Renewable Energy Tax Credit comes from the government, which cannot be guaranteed by Blue Raven Solar and should not be relied on as the sole source of information since everyone's tax situation and liability is different. Once the contract was signed, Blue Raven Solar initiated a recorded phone call with the customer to again review all essential information with the customer. Neither the signing of the contract, disclaimer, nor the phone call presented any concerns from the customer.
  
  According to the customer's Home Improvement Contract, they signed for a system designed to produce 7,530 kWh on an annual basis. It should be noted that even if a customer's utility bill is not eliminated, they are still seeing financial benefits from their solar system, as it will reduce their bill by whatever their system produces. Though we do not guarantee that a customer's utility bill will be fully offset, we do guarantee the production of the system, and the customer's system has currently produced within our guarantees. We have also offered to add additional panels at a discounted cost to help further lower their bill, but the customer declined that offer.

• Initial Complaint

  Date:01/30/2024

  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.

  Blue Raven lied and has created a ton of damage to my home. I purchased this system in September of 2022. After telling the salesperson no multiple times he told me that this unit would cover 100% of my electric bill guaranteed so I decided to take the offer. Firstly, this system has never once covered a single month of my electric bill (normally covers 40%). It also did not work for the 6 months as installation was done incorrectly and my neighbors confirmed the install crew was smoking weed. They finally sent a tech to my home to redo and turn on the unit in March of 23. Then the roof leaking began on 12/27/22. They did come out and fix the initial leaks and now one year later in December of 23 the leaks have returned. They sent out associates and advised the damage was not caused by them. We have now had 2 reputable roofing companies come out and both of them confirmed it was caused by damage during solar installation. Blue Raven has refused to fix the damage. They utilized high pressure sales tactics and lied about the coverage to get me to buy the system. I asked them to come take their system out and pay off the solar loan and we will happily take care of the roof repairs at this point (we just want them gone) and they have refused to do this. The inital installation of the cost was $41,686.00 and we are losing money every month because this system does not pay for itself as guaranteed and has never come close.

  

  Business Response

  Date: 02/02/2024

  Prior to the installation of the customer's ********************** system, a full year's worth of usage data was not available for us to design a system. In such situations, our estimates are based on the square footage of the home in accordance with utility regulations. According to production records, the customer's system became operational on 1/2/2023 and has consistently produced 100% of the expected output since then. While Blue Raven Solar cannot guarantee the specific impact on an electric bill, as it depends on the customer's usage, we do guarantee the production of the system, and it has performed as expected.

  Concerning the accusations of our installation crew smoking marijuana at the customer's home, an internal investigation determined that it was cigarettes.

  The customer initially notified ********************** of a roof leak on 12/27/22. We promptly sent a technician to assess the damage on 12/30. During the visit, it was found that there were four points of leaking on the customer's roof. Three of these points were minor and resulted from improper sealing during the solar installation, which ************** resolved. However, one major point of leaking was a tear in the attic. Due to the nature and location of this tear, Blue Raven Solar could not be attributed to the damage, as it was present during the initial survey of the home. We informed the customer of the attic tear and recommended third-party repairs, as it was not attributable to us. Despite our non-liability, we took responsibility and repaired all drywall damage caused by the roof leaks.

  On 12/11/23, the customer again reported leaks. We again sent out **************, who assessed the damage on 12/12, and found water droplets on rusted roofing nails throughout the attic, mainly on the opposite side of the roof where the solar panels were installed. Additionally, the technician noted that the roof was in poor condition overall, as many shingles were torn. Blue Raven Solar conducted multiple assessments and found that we are not attributable to the damage the customer is currently experiencing. Instead, it is likely due to poor roof condition, the tear in the attic, and insufficient ventilation. We have offered to review reports from roofing companies that assessed the damage, however the customer has been uncompliant with providing those reports.

  Moreover, there is no record of the customer attempting to cancel their ********************** project, despite having ample opportunity to do so before installation. Blue Raven Solar will not entertain the request to remove the system and pay the remaining balance on the customer's loan, as we have successfully fulfilled all contractual obligations. If the customer is interested in further lowering their utility bill, we are happy to assist with adding additional panels, but this should occur following the necessary roof repairs. 

  Customer Answer

  Date: 02/05/2024

   
  Complaint: 21222612
  
  I am rejecting this response because:

  We were guaranteed more than once by the salesperson that our electric bill would be 100% covered. I said no to buying the system to the salesperson several times but he would not relent. He told me that he guaranteed that it would cover my bill so I responded I would only buy the unit if he guaranteed that which he did. I wasn't told this during installation but I now know that it only covers some of what you said. However 40% is not even close to what we were told. The salesperson advised it would pay itself off in 20 years. At current generation it wouldn't pay itself off for at least 50 and the unit won't last near that long. We didn't cancel in the original window because the system was installed incorrectly and we had to wait 6 months for any power generation. I am not asking for 100% back, I'm asking you all to give us 50% of the panels cost back and then come and take your panels. We are losing about 10k at this request but i feel we are meeting you in the middle here. Your sales associate lied to me and your team even emailed me that they apologized for the "miscommunication". This miscommunication is costly my family dearly and I am only asking that you meet us in the middle and cover half the panel and take your equipment. They have not even been working for a year yet.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 02/06/2024

  Blue Raven Solar takes extensive measures to ensure that customers are aware of what is guaranteed through their solar project. In the contract signed by the customer, there is a clause stating that anything promised by the sales representative is not guaranteed by Blue Raven Solar; only what is specified in the contract can be guaranteed. Additionally, after signing the contract, the customer participated in a recorded phone call where it was reiterated that anything promised by the sales representative cannot be guaranteed outside of what is in the contract. The customer did not object to this information on either occasion.

  Furthermore, Blue Raven Solar does not guarantee a customer's utility bill, as it depends on many factors beyond our control. However, we do guarantee the production from the solar system. As previously stated, the customer's system began producing on 1/2/23 and has since met 100% of our estimate. The customer is receiving higher utility bills due to their power usage, which is not the fault of Blue Raven Solar; they are simply using more power than the system produces.

  It's important to note that even if the solar system does not completely cover the customer's utility bills, it still reduces their bill by the amount it produces, saving them money, even if it is not the amount they anticipate. As Blue Raven Solar has fulfilled all contractual guarantees, we will not pursue removing the system and paying the remainder of the loan. If the customer insists on not having their ********************** panels, we can explore the option of removing the system; however, they would still be liable for the remainder of the loan in addition to any home repairs. As this is not a financially beneficial option, we do not recommend the removal of the solar system.

  Customer Answer

  Date: 02/07/2024

   
  Complaint: 21222612
  
  I am rejecting this response because:

  It woukd take 100 years for this system to "pay for itself" as the sales representative promised it would within 25 years. It saves me 20 to 40 bucks a month but when i pay on the loan of 132 im losing around 110 bucks a month. No prudent intelligent human being would agree to that. You all scammed me because i didnt know much about kwhs and i took your word for it. Im asking you to pay 20k ive already paid you 22k if you do that and you also get your panels back on top of that. This is more than fair. Im losig on that offer but its better than losing 30k +. I was promised 102% of my electric bill and its been closer to 30% if it wasnt so far off i wouldnt care but the prudent customer would never take this system if it just lost them money. Im asking you to do the right thing for the customer. You still win even if you just cover half the cost and take your fairly new panels. Im losing no matter what here but right now my family is struggling to eat becasue we didnt expect to be losing 100 bucks a month and when paycheck to paycheck it hurts. I trusted you all and you took advantage of my ignorance of kwh and its destroying my family and our finances. Im asking you to meet halfway, please.

  Sincerely,
  
  *********************

  

  Business Response

  Date: 02/12/2024

  In this customer's situation, they purchased a system designed to produce approximately ****** kWh on an annual basis, and it produced around ****** kWh. As a result, the customer has not had to pay their utility company for roughly ****** kWh, thereby saving them that money. According to the current utility rates of $0.155/kWh (******************************************************), that would result in a savings of approximately $1,581 annually. Additionally, it should be noted that ******** has the second-highest average utility rate increase each year (*********************************************************************************************). So, as utility rates rapidly rise, owning your energy creates additional savings for the home each year.

  If the customer's system were to be removed, their utility bill would increase by the amount that their solar system is currently producing, which would not bring the financial relief they are looking for. Notably, the customer has been a part of our ********** Plus promotion, which offers 18 months of free solar power, meaning that we have been sending them checks for the past 18 months to pay for their solar loan. This has prevented the customer from having to pay any of their ********************** payments out of pocket. The customer claims they have paid off more than half the loan, however, this would not be possible unless they were choosing to put down a significant amount of money each month in addition to the required payment. 

  Lastly, should the customer want to move forward with removing the system, they would remain responsible for their solar loan, the panels and equipment, and any repair costs they may need from no longer having panels on the roof. 

  Customer Answer

  Date: 02/12/2024

   
  Complaint: 21222612
  
  I am rejecting this response because:

  Your math is unfortunately off there. The loan was for around 42k which we are only asking for 20k back so with that in mind even minus the checks you sent and the government assistance we are still paying at least 10k to you. We are looking to avoid court as you yourself advised what the sales associate told us about how much power it would generate was a "miscommunication". Glad you are telling me now about rising costs of utilities in ky when your sales rep never mentioned that. Also your 10kwh creation is true but it only made me  around $650 last year because we don't use that much electric. We gave you our monthly electric statements to review and you still recommended the system. Why would you do that? Other than trying to take our money I see no other reason. Why to sell it to us did you say it'll cover our bill after we provided our statements for utilities and now you've turned face that you have our money and are saying it won't and you don't stick to your own guarantees. That is literally a scam. I gave you my statements, why did you respond with *****kwh will cover your bill when that wasn't true. Why would we want a system that is losing us around 15k at it's full life. Why would anyone buy that? Simply we trusted you and now 18 months later all your claims were false. We gave it a year to see if it would save us money over a year and it will not. Remember the system wasn't even turned on the first 6 months. What business does an analysis and then a year later say whoops too bad pay for it yourself? That is a scam. I'm not alone here either. Solar companies all over the country are being sued for making promises that don't happen. You all scammed me. You saw my bill told me it would cover my bill and now you're saying oops guess we were wrong. That is not good enough.

  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 02/14/2024

  It should be noted that the stated miscommunication was directed towards the customer's belief that the ********************** system was guaranteed to cover their estimated offset of their utility bill; however, the guarantees are for the system's annual production. As previously stated, the solar system is performing as contractually estimated and guaranteed. The customer also agreed that the system produced ****** kWh last year, which according to the current rates, would have provided more savings than they are stating. The rising costs of utility rates are one of the biggest selling points of residential solar installations, as homeowners will have a fixed payment for their solar system rather than having to worry about inflated utility costs. These increases are taken into account when we provide customers with their long-term expected savings on their proposals.

  The customer had recently moved into their home prior to beginning the solar process, which resulted in us basing a system on the average home's usage in their area. However, based on the claims of still having a high utility bill, they are consuming more than the average household, which contradicts their claim of not using much electricity. Additionally, in previous rejections, the customer said they only save $20 to $40 a month ($240-$480 annually), but in the last rejection stated that they received $650 of savings last year, so the amount they claim to have saved has continually changed. To help the customer further, we are happy to look into their savings and diagnose the extent of their usage but would ask that utility bills for the last year be provided to us directly at *********************************** As Blue Raven Solar is within our contractual obligations and the customer has failed to stay consistent with their claims, we ask that the BBB close out this complaint.

  Customer Answer

  Date: 02/14/2024

   
  Complaint: 21222612
  
  I am rejecting this response because:

  You are right, I needed to sit down and do the math so I apologize.  I was just doing estimates in my head and it turned out to be worse then I thought.  Currently Duke charges us right around 9 cents a KWH as you said.  Here were the findings from my statements while I will also email to you as you requested.  It turns out I had a net loss of $1,079.31 in year one if it wasn't for your 18 month assistance program you mentioned.  I have put all the data below.  Why would you all verbally guarantee it would cover my bill and pay for itself when it hasn't even come close?  it will never pay for itself.  This is devastating. As you stated you all have given us around $2,376.00 towards the panels.  We also received $12,600.00 which we are going to put towards the loan from the government.  This leaves us holding a $29,000 bag right now that is just going to continue to cost my family money we can't afford every month.  I legitimately bought this system because I trusted you all.  I gave you my energy bills, I had all your assurances.  I didn't know anything about this stuff or I wouldn't have ever done this.  I am okay taking a $10,000 loss due to my incompetence and to do that you all would need to send us around 19k and take your panels.  In that scenario you've gotten around $20,000 from us because we also gave you government money on top of our money and you get your barely 1 year old panels back to resell or do whatever you want with them.  My family really can't afford a $29,000 plus loss and we didn't expect you.  We trusted you when you said it would pay for itself and cover our bills.  We are just asking you to make this right while would still owe 10k after everything is said and done for panels we won't have.  At the end of the day though a 10k loss is better than a 30k loss for us on a false premise. Please see my full report below and I will send you the statements as well.

  Jan 2023:  Used 1024 KWH and saved us 152 KWH so only saved $13.68
  Feb 2023: Used 648 KWH and saved us 446 KWH so only saved $40.14
  Mar 2023: Used 600 KWH and saved us 461 KWH so only saved $41.49
  Apr 2023: Used 552 KWH and saved us 524 KWH so only saved $47.16
  May 2023: Used 589 KWH and saved us 533 KWH so only saved $47.97
  June 2023: Used 912 KWH and saved us 325 KWH so only saved $29.25
  July 2023: Used ***** KWH and saved us 320 KWH so only saved $28.80
  August 2023: Used ***** KWH and saved us 301 KWH so only saved $27.09
  September 2023: used 920 KWH and saved us 427 KWH so only saved 38.43
  October 2023: Used 665 KWH and saved us 391 KWH so only saved $35.19
  November 2023: Used 623 KWH and saved us 437 so only saved $39.33
  December 2023: Used 879 KWH and saved us 224 so only saved $20.16
  Saved in a year: $408.69 Cost of panels for the year: $1,488 annual loss: 1,079.31
  
  Jan 2024: Used 840 KWH and saved us 161 KWH so only saved $14.49

  Sincerely,
  
  *********************

  

  Business Response

  Date: 02/20/2024

  The customer provided us with their usage and utility bills through our email, which helped us diagnose the customer's concerns further. The report provided by the customer does not fully show the savings they are receiving from their solar system. Since solar systems are interconnected with the utility provider, if a system is actively producing and the home is actively consuming energy, it will be immediately used and not tracked by the utility provider. Therefore, the information that the customer provided represents only the production that was not immediately used, not the full production of the system. Additionally, according to the utility bills provided, there was a drastic drop in billed usage once their solar system became operational, indicating that the customer is receiving more benefits from their solar system. As previously noted, Blue Raven Solar does not guarantee the utility bill a customer will receive; however, we do guarantee the production of a solar system, which the customer's system has exceeded their production estimations. As Blue Raven Solar has fulfilled all of our contractual obligations, along with providing clarification directly to the customer, we request that the ******************** **** this complaint as closed.

  Customer Answer

  Date: 02/21/2024

   
  Complaint: 21222612
  
  I am rejecting this response because:
  

  We did the math and even if the system produced at its highest point in the summer every month it would still take 30 years for it to pay for itself. According to your documents the units only last around 20 years and will produce less over so many years so it will never pay for itself. Even if we hold this system to full life we would lose anywhere from 8 to 15k depending on how quickly the solar panels lose production. That was not how the system was sold to us. Again, I must ask again why you all would recommend a system for us that would lose us so much money? That's our biggest complaint here and it's not been addressed. We are asking for less than half our purchase price back and then you also get your panels back. I don't see the issue with that. We don't want to lose this much money so we are trying to limit our loss while still paying you all over half the cost and giving you your one year old panels back. That is the only solution we will accept. 
  Sincerely,
  
  *********************

  

  Business Response

  Date: 02/27/2024

  To provide a more accurate savings calculation, we used historical data and manufacturers' specifications from the customer's system to, again, determine their estimated savings, at minimum. Additionally, their specific system, both panels and microinverters have a 25-year warranty, so it's expected for their system to last at least 25 years, but anticipated to be operational for many years after. In terms of their system's annual panel degradation, according to the panel specification sheet, its anticipated for a 3% decrease in production within the first year, but for every year after, there will only be a 0.7% decrease. We would be happy to re-provide the customer with the manufacturer panel specifications or additional documentation that backs this up as well. 
  
  Furthermore, the customer failed to account for utility rate increases in regard to their savings estimations. To create a very conservative savings amount from solar, we used the average annual rate increase in ******** within the last 25 years, which is roughly 3.39%. However, according to local sources, it's anticipated for this customer to experience even higher rate increases by their utility company. 
  
  A full savings breakdown has been provided to the customer directly by email, but based on those very conservative calculations, the customer is estimated to save $39,686.55 over the next 25 years. This amount is significantly more than their net system cost of their system. According to all calculations and estimations, it is anticipated the customer will continue to see financial benefits from their solar system which is why the system was recommended to the customer and many other homeowners throughout *****************. As Blue Raven Solar has fulfilled all contractual obligations and laid out savings estimates for the next 25 years, we will not be considering the customer's demand of paying the remainder of their loan and taking the solar system back. 

  Customer Answer

  Date: 02/28/2024

   
  Complaint: 21222612
  
  I am rejecting this response because:

  It's great to have all this information now. If we had it before purchase we would not have made the purchase because we are moving in 5 years. We told the salesperson that and he assured us immediate savings not savings in 20 years. Therefore our request still stands.

  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:01/12/2024

  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 have had 8 solar panels installed and have had issues with one of the panels since less than a year after installation. One panel does not report, the micro inverter and entire panel has been replaced once already on a system only installed in 2021. I have had to call 3 times since September of 2023 as the panel stops reporting. They send a tech out a week later , it works for a week to 10 days and then stops working again. They have also left the broken panel that was replaced in my driveway since 2022. I would not recommend this company for installation of your solar panels. Their follow up and service is shoddy and disorganized.

  

  Business Response

  Date: 01/17/2024

  The customer's system has performed within our estimates over its lifetime. When the customer notified us on 10/10/23 that their panel was not producing, we requested a work order and began working on resolving the issue. Although the customer was outside of their 2-year labor warranty, which could have resulted in a $150 fee for the maintenance work, we waived that fee to provide a positive customer experience.
  It took a few visits to troubleshoot the issue, but we determined that a microinverter may need to be replaced. We were not previously notified that the non-operational panel was still on-site, but since becoming aware, we have scheduled our technician to remove it from the customer's home. Initially, the work was scheduled for 1/15/24, but due to a family emergency, our technician needed the work to be rescheduled for 1/18/24. During the upcoming visit, our technician will inspect the microinverter and connecting cables, replacing them if necessary. Additionally, the remaining panel will be removed from the customer's home.

  Customer Answer

  Date: 01/18/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I have told every technician that has serviced our panels about the broken panel still needing to be removed.  If the company is unaware the broken panel is still here it is purely due to poor communication within the company.   It is now Thursday, 1/18 and no one has come to do the repairs or called us to say they are not coming.  We have had a technician out 3 times in the last 6 months in regards to this panel and microinverter.  We would like to get more panels but are so unsatisfied with the follow up from Blue Raven that we will eventually be going with another company.  We would like to be reimbursed the cost of the non-functioning panel.

  
  Sincerely,
  
  
  
  ***** *******

  

  Business Response

  Date: 01/23/2024

  We apologize for the inconvenience of the appointment scheduled for the 18th. The technician no longer works with our company. We have rescheduled the appointment for 1/30/2024 and spoke with the Technician Manager to ensure a smooth appointment moving forward. Additionally, we value your partnership and want to ensure that your system remains under warranty for its full term. Please understand that if you decide to move forward with another company in adding additional panels, the existing panels installed by Blue Raven and workmanship warranties will be voided.

  Customer Answer

  Date: 01/25/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  My panel is still not working and the broken panel is still sitting in my driveway. 

  
  
  Sincerely,
  
  
  
  ***** *******

  

  Business Response

  Date: 01/31/2024

  The reason the panel was non-operational, and the additional panel remaining at the customer's home, was that the appointment had not taken place yet. The appointment was scheduled for 1/30/24, and the customer was duly notified and aware of it. Following the appointment, it was determined that a new trunk cable was needed. However, we were able to retrieve the additional panel from the customer's home. We have a new appointment scheduled for 2/7/24 to install the cable and restore functionality to the panel. Our Work Orders team and technician have been in contact with the customer, ensuring they are aware of the current work order status.

  Customer Answer

  Date: 02/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The 1/30 appointment was not made until I called in to notify the company tbat no one showed to the previous appointment.  I was told that Andre was assigned and they were unable to reach him and he was finishing his 2wks notice. While the technician did arrive on 1/30 and was pleasantly professional, the broken solar panel sitting in our driveway was not removed.  It remains in our driveway.  We are aware that we have an appointment on 2/7 and look forward to having this issue resolved.  As of today 2/1, the broken panel remains in our driveway and the panel on the roof is not operational.  The response provided by the company is incorrect.
  
  
  
  Sincerely,
  
  
  
  ***** *******

  

  Business Response

  Date: 02/09/2024

  Due to not having the necessary parts, the visit had to be postponed until 2/16. However, we ordered the parts to be delivered directly to your home to ensure they are on site. One of the managers of our Work Order's team reached out to you to discuss the situation and inquire about the panel still at your home, but had to leave a voicemail. We are looking forward to resolving this issue and will also compensate you for any production that has been missed out on while we have worked to complete this work order. 

  Customer Answer

  Date: 02/12/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have lost trust that this issue will be resolved as it has been rescheduled too many times.  I will be satisfied when we have a functioning system and are compensated for lost production.  As of this date, this has not happened.
  
  
  
  Sincerely,
  
  
  
  ***** *******

  

  Business Response

  Date: 02/20/2024

  We recognize the frustration that this issue has caused but have been diligent in rescheduling the customer as necessary to complete the work. After replacing a faulty cable on 2/17, we have a scheduled appointment for 2/23, for our technician to finish the installation of the panel. As it has been previously notified to the customer, once the work has been concluded, we will be reimbursing them for any lost production they have had while we worked to resolve the work order.

  Customer Answer

  Date: 02/26/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: work has still not been completed on my non operational panel.  Thankfully, the broken panel has been removed but I have no estimated time of when the panel will be operational again.  I am not satisfied with the response from Blue Raven as I have had a system not functioning to capacity for several months now.
  
  
  
  Sincerely,
  
  
  
  ***** *******

  

  Business Response

  Date: 03/04/2024

  The necessary work was completed last week and the panel is fully operational, this can also be verified by the customer by viewing their production monitoring account.

  Customer Answer

  Date: 03/04/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:01/11/2024

  Type:Order 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.

  Since 2021 panel not working properly. They send a technician and he found 3 panel not working properly. One of the panel crack he said by mistake of installer. And 2 of them not working properly. They change 2 and still one not working. They pass always the call to different departments and they don't have a track of any conversation. Im still waiting for solution but is impossible with them. Also they are supposed to send cable for the panels that is not working. In june 2023 technician order the cables because 14 panels are not working properly. Is frustrating and we own $27,066.89 in the loan with the bank Mosaic. for a company that is irresponsible. I wish they take all back and cance the loan for breach of contract.

  

  Business Response

  Date: 01/19/2024

  For clarification, the customer had an inverter which was non-operational, after that issue was resolved, it was found that there were three panels underproducing. After a visit by our technician, it was found that these three panels had cracks in them. Due to the nature of the cracks, only one of them was under warranty. The other two had plain impact points, as if they were hit by hail, a golf ball, or some other object, which voided the warranty.
  We had offered the customer to replace these panels; however, they were not interested in paying for the parts, so the work order had been closed out. It should be noted that all of the customer's panels are producing power; however, the cracks on the two panels only limit the production levels rather than making them non-operational. To clarify the customer's concerns, a specialist in our Work Order's department has reached out to them directly through email.

  Customer Answer

  Date: 01/21/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  The technician was the person that informed them that the crack in those panel was by pressure of the installation. No hail and anything else. So the are avoiding to change. When they change 2 the last time took a year to send them. Always passing the phone call. 
  
  Sincerely,
  
  
  
  ********* *****

  

  Business Response

  Date: 01/23/2024

  The customer was adamant the panels were damaged by the installation, so in the spirit of good partnership, we replaced two of the panels that showed damage. Upon the technician's visit to re-install the two damaged panels, he discovered that the third panel had visible cracks with a discernible impact point. This impact falls outside the scope of our warranty, suggesting possible damage from hail, a golf ball, a rock, or another small object. Notably, this damage was not present during the initial installation, or at the previous visit from our technician. To streamline communication and resolution, our Work Order Specialist has reached out to the customer, should they want to continue forward with replacing the remaining panel.

• Initial Complaint

  Date:01/02/2024

  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.

  We installed solar panels years ago and when our roof was replaced Blue Raven came to remove and reinstall them. Some months later after checking the SolarEdge app we realized our solar production went down. I contacted the company and they confirmed that some panels were not reinstalled properly and were not producing energy and after a $150 service fee the repair work, they sent someone out to check the panels.THAT WAS IN MAY 2023!
  As of today we still do not have full production from our panels. We have had technicians come out and say the panels were hooked up incorrectly, the panels were non-functional and actually ordered new panels followed by a new tech coming out to tell us we didn't need new panels at all.
  
  The company call center is based in Utah, so they do not operate on EST. The reps are are unable to contact the actual technicians in real time. They always promise to call back once they have heard from the technician and the consistently DO NOT! I have called and talked to the same person on different days and there is no explanation about why they didn't call back. Without calling it has taken weeks for them to reschedule a technician to come back out. They only seem to schedule technicians for one day at a time, so we had one come out and say they job was "almost finished," but he would not be back the next day to finish it because the company only "booked me for one day." Technicians have come to our home and left without following up on what they have done (or not done) even while we were at home. When I call customer service they always have to wait 24-48hrs before the tech puts in the notes. Today after my second call I was told I could not have the number for the manager but could request to speak to one. Which I did and was told the manager left early for the day. We want our panels restored to full production and to speak with someone in management about all the delays.

  

  Business Response

  Date: 01/08/2024

  The customer notified us that some of their panels were not producing in May of 2023. Due to the customer being outside of our 2-year labor warranty, there was a $150 charge for our technician to come out. During that visit, it was determined that components of the panels were not operating as expected. Due to the interconnected nature of the parts, further visits were necessary to locate the positioning of the issues.
  After further investigation, it was initially determined that a warranty claim would be needed to replace 11 of the panels. However, with additional troubleshooting, it was decided that fixing some of the wiring would resolve the issues. After scheduling one of our installation crews to redo the wiring on the system, all but one of the panels became operational.
  As of now, we have determined that a smaller part needs to be replaced on the non-operational panel. A warranty claim has been submitted, and we are awaiting the delivery of the part to conclude the customer's work order. We understand that issues may arise with solar installations, but we always strive to ensure a resolution with proper communication.
  We have provided feedback to the necessary departments on any communication lapses during this work. To ensure a speedy conclusion of the work, a supervisor in our Work Orders department has been in contact with the customer and has offered to be their point of contact until the work has been completed.

• Initial Complaint

  Date:01/01/2024

  Type:Order 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 hired Blue Raven to install solar panels for me.
  The system took forever to install like over 6 months. We missed the entire summer of solar production. I understand that delays can happen, but during the delays, I was promised by the project manager that I would be financially compensated for lost solar production, then when the project was complete, they decided to not do that.
  I had to personally manage the subcontractors that Blue Raven hired. This took weeks of scheduling, emailing, and phone calling. I had to manage the city inspections myself. And I was sent bills for the subcontracted work that was supposed to be covered in the Blue Raven contract.
  Before the project started, the salesman/project manager promised that we would be able to read our electrical consumption quantities from the app that goes with the solar panels. Now that the project is complete, Blue Raven is insisting that I pay extra hundreds of dollars for this capability.

  

  Business Response

  Date: 01/08/2024

  In order for this customer to have had a solar system installed, they needed to have their main panel upgraded, a new roof installed, and structural upgrades applied to their rafters to support solar panels. All the additional work prolonged the timeframe of when we were able to get the system turned on. Though Blue Raven Solar does not guarantee a completion timeline, we always strive to get a system operational prior to the customer having to pay for their system. According to this customers project, their system was turned on, on 9/11/2023 and their first financing payment was not due until 11/28/2023, which means the customer had an operational solar system for over 2 months prior to having to pay for it, this is why no compensation for lack of production would have been provided by Blue Raven Solar. 
  Additionally, it should be noted that Blue Raven Solar reached out and coordinated the work with any necessary third parties. However, in the case that the customer needed to be home for the work, the third parties coordinated that with the customer directly since Blue Raven Solar would not be present. Likewise, we notified all third parties to bill Blue Raven Solar directly, but we cannot guarantee they will fulfill that request, though we did make sure that we made all the payments in place of the customer. Though we do not guarantee a customer will be able to monitor their consumption, we have reached out to the customer directly to have a consumption meter installed to make that possible. 

• Initial Complaint

  Date:12/31/2023

  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.

  Purchased solar panels from Blue Raven - June 2022 Solar panel install - July 2023 Good Leap payments for Solar panels begins - Sep 2023 Today December 29, 2023 - Paying for Solar panels and **** electric as solar panels are still not functional.Emails over and over to Blue Raven go unanswered.

  

  Business Response

  Date: 01/08/2024

  Though Blue Raven Solar cannot guarantee that an installation will be completed within a certain timeframe, we will always work diligently to provide a timely installation and complete any other necessary work to provide the customer with an operational ********************** system. Unfortunately, various entities are involved in providing a solar installation, and without their full cooperation, there may be delays in the process. On this particular project, we saw delays with third-party electricians, the utility provider, financier, and the city while getting permit approval.  As of now, we are working with the utility provider to obtain permission to turn on the system. To expedite the customer's project along with their communication concerns, the customer's issues have been escalated to management. In order to provide a financially beneficial solar system, we have also submitted reimbursement to the customer for any loan payments they may have had to pay while their system has been non-operational. 

  Customer Answer

  Date: 01/08/2024

   
  Complaint: 21072257
  
  I am rejecting this response because: I have received no reimbursements for my Solar bills.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 01/11/2024

  Blue Raven Solar processed the reimbursement request on 1/2/24. After that was processed, it was sent to our accounting team to print out and mail to the customer. It is expected that the customer will receive the check within the next 2 weeks. If the customer has further questions regarding the payment, we recommend they reach out to our Customer Support team by calling ************.

• Initial Complaint

  Date:12/11/2023

  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 have been waiting since the beginning of Oct to get my solar and was told it would be quick and easy. It has been a nightmare. It is Dec 11 and I still do not have it hooked up. I have had the inspector here twice and the company Blur Raven here several times to put it up the panels move the panels change tags and mind you have to be home each time for this. Window is between 9 to 3. What the heck. It never ends. So I called today to find out how much longer and a person Chad said they are still waiting so I said I think I should be compensated in some way for all this trouble. He said I could e-mail his boss and I said no I am not doing anymore and he said that was all he could do. I asked him to have his boss call me and he said that I have to e-mail him because he is busy??? I said you can't have him call me and he said NO. I told him this is very unprofessional he didn't agree so rather than waste my time any further I said good by. Raven color I would not recommend at all once the suck you in you are nothing.

  

  Business Response

  Date: 12/18/2023

  At Blue Raven Solar, we always strive to provide a world-class customer experience as we work towards offering renewable energy to homeowners. Though the process has not been perfect, we have been prompt in taking care of any issues that have arisen while coordinating with the city and the customer. The interaction mentioned in the customer's complaint was reviewed by our Inspections Manager and has been addressed with the coordinator. On the same day as the interaction, the manager followed up with the customer, resulting in an apology and an attempt to speak on the phone at a later time. Since then, the Inspections Manager has been in contact with the customer to be their point of contact throughout the remainder of their project. We have also submitted compensation for the customer's first loan payment to ensure they are not paying for a system prior to it being able to be on and usable.

  Customer Answer

  Date: 12/19/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** **********

• Initial Complaint

  Date:12/11/2023

  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.

  Blue Raven Solar did not properly install my solar panels, which cost a loss of production for 60 days. Upon contacting the company, the dragged their feet and finally came out 3 weeks later. One of the techs pulled up and just left. When they final fixed the issue with my solar panels and found it to be there fault the provided a compensation of $100. However, this does not provide coverage for even on of the Mutiple bills I have encountered because of their lack of installation and follow up.

  

  Business Response

  Date: 12/18/2023

  At Blue Raven Solar, we always strive to provide a world-class customer experience as we work towards offering renewable energy to homeowners. Though the process has not been perfect, we have been prompt in taking care of any issues that have arisen while coordinating with the city and the customer. The interaction mentioned in the customer's complaint was reviewed by our ******************* and has been addressed with the coordinator. On the same day as the interaction, the manager followed up with the customer, resulting in an apology and an attempt to speak on the phone at a later time. Since then, the ******************* has been in contact with the customer to be their point of contact throughout the remainder of their project. We have also submitted compensation for the customer's first loan payment to ensure they are not paying for a system prior to it being able to be on and usable.

  

  Business Response

  Date: 12/18/2023

  As Blue Raven Solar does not monitor a customer's system, it is left to the customer to alert us to any errors in their system. An email was sent to the customer on 9/22 to ***** them access to monitor their system, and a system error occurred on 9/28. However, the customer did not notify ********************** of the issue with the production of their solar panels until 11/7. At this point, it was determined that the top row of the solar panels, comprising 6 out of their 18 panels, was not producing.

  Blue Raven Solar initiated the work order process to rectify the issue, and on 12/4, we successfully restored full functionality to the panels. Since then, there have been no further issues. Following the resolution, we informed the customer that, in accordance with our ****** production guarantee, they would be monetarily compensated for all production they missed while the 6 panels were not operational. The missed production was valued at approximately $92, but for the customer's convenience, we rounded the compensation up to $100.

  Upon receiving notification of the compensation amount, the customer contacted our ********************** manager to discuss it further. The manager explained the calculation behind the compensation, with was followed with dissatisfaction expressed by the customer. Despite being compensated for more than the production they would have gained from an operational solar system, the customer demanded additional compensation and threatened to tarnish Blue Raven Solar's reputation on various platforms, including filing this complaint.

  Despite the customer notifying ********************** a month after the error occurred, we promptly resolved all issues with the solar system and provided compensation exceeding the production loss. It appears the customer is attempting to leverage multiple platforms to extract more money than warranted. Given that Blue Raven Solar has ensured the customer is made whole, we kindly request the BBB **** this complaint as resolved.