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.

close

Find a Location

Blue Raven Solar, LLC has 27 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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

  
• 

  Blue Raven Solar, LLC

  6402 E Main St Ste 203 Reynoldsburg, OH 43068

  
• 

  Blue Raven Solar LLC

  10503 Timberwood Cir Ste 114 Louisville, KY 40223

  
• 

  Blue Raven Solar

  Greensboro, NC 27408

  

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:11/30/2023

  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 used Blue Raven to remove and (in the future) reinstall my solar panels due to a roof replacement. After the roof was completed and inspected I called Blue Raven.
  It was 3 weeks after the roof was installs so the roof had settled (as per their instructions of when to call to get my panels reinstalled)
  I called 11/14/2023 to get that scheduled. I was told they would talk to their specialist and get me set up
  I called again 11/27/2023. There was a record of the call and they said the specialist went into a meeting and they'd get back to me. Then then gave me her number and email address to contact her directly.
  I called her 11/27/2023 and left a message
  I sent her an email 11/28/2023 when I received no call back
  I called again today 11/30/2023 and still no callback
  My solar panels are sitting uselessly on my deck while Blue Raven continues to be unresponsive to my calls. I understand having multiple houses to service in the area but not getting even a callback to have this job scheduled (however long that scheduled date needs to be) is unacceptable

  

  Business Response

  Date: 12/04/2023

  We apologize for any inconvenience the customer experienced during the scheduling of the reinstallation of their panels. To ensure a world-class customer experience, our Technician Manager has given approval to travel additional resources to the area to expedite the completion of the reinstallation work. This will also address the field capacity challenges we have been actively working to resolve in the area. Our reinstallation specialist reached out to the customer on 12/1 to coordinate the scheduling of the work, and was able to confirm a date that aligns with the customer's schedule. Should the customer have any additional questions, please do not hesitate to reach out directly to *************************** 

  Customer Answer

  Date: 12/05/2023

   
  
  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:11/28/2023

  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.

  We purchased solar panels a year ago. We were fed lies about how much power the panels could produce. But outside that, we were not told that the loan payments would increase after the first years worth of the loan. We were not made aware of this (which i believe was on purpose) to make the sale. We would have not made this purchase had we known the loan was going to do this and now we are stuck with solar panels we can't return and a loan payment we were tricked into signing.

  

  Business Response

  Date: 12/07/2023

  Blue Raven Solar goes to great lengths to ensure customers are provided with the proper information regarding their solar project prior to installation. As part of that process, a customer is given a ********************** proposal detailing both their production estimates and financial details. Following the proposal, the customer receives a Home Improvement Contract (***), which also outlines this information. Once the *** is signed, Blue Raven Solar reviews all the information in a verbal phone call to ensure the customer understands the crucial details about their solar system.
  As part of these checks and balances, it is explained that the customer's loan *** increase at the ******** **** of their solar financing, depending on how they apply their federal solar tax credit. If customers apply the full amount of their tax credit to their loan, their monthly payment will remain the same for the life of their contract. If they fail to do so, the loan will re-amortize, and the monthly payments will increase accordingly.
  The production estimate of the solar system is also clearly stated throughout the proposal and contract. Currently, the customer's ********************** system has produced 105% of the estimated amount. If the customer needs any of their documentation to review or for their records, they can reach out to us directly at ********************************** or call our Customer Support Team at ************.

• Initial Complaint

  Date:11/27/2023

  Type:Delivery 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.

  Installed last year November, didn't have all the equipment, had to come back. Then didn't pass inspection had to come back. Then microinverter didn't work. Shipped part to wrong address had to resend. New part came no word for weeks. Finally get an appointment, tech no shows said didn't have part. Within minutes of getting cancel message tech is hours away! 11/01/23 a tech came out, but was unable to fix as the previous tech took the part. They were unable to reach said tech so said they would send a new part. Still waiting.

  

  Business Response

  Date: 12/06/2023

  We understand the frustration that certain delays have caused for the customer. To provide additional context, for an installation, we submit a list of materials needed to our supplier, and our supplier delivers the specified materials for our crews to install. For the customer's project, we confirmed the missing part was included and ordered on the initial list; however, our supplier did not include it in their delivery on the day of installation, resulting in us having to return to complete the installation with the missing part. Furthermore, during the inspection process, the city updated access requirements without notifying Blue Raven Solar prior to the scheduled inspection. Therefore, we did not have the opportunity to adequately inform the customer to move obstructions in the attic. The inspector also required the electrical labels to be redone in his preferred pen type after we had readjusted wiring, causing another delay with the inspection. We have since changed certain processes to better coordinate with third parties more efficiently.
  
  Lastly, at the time of energization, we found two microinverters had not been scanned into the monitoring app. Therefore, we proactively sent out an electrician to address this issue. During the appointment, *************** chose to investigate further and found that the two parts should be replaced. We have worked with the manufacturer to have the parts replaced, which took the majority of the repair timeline out of our control, despite follow-up with the manufacturer. Nonetheless, we apologize for one of our technicians not arriving during the scheduled appointment. We have escalated this matter to their management to handle it accordingly.
  
  Currently, to address the system concerns, the customer's project is being managed by our Work Order leadership team to assist in completing all work in a timely manner and expedite any scheduling as much as possible. We are actively working to locate the replacement part or order a new one, whichever will help complete the work sooner. At Blue Raven Solar, we understand that problems *** arise, but we strive to fix them and make things right. As has been previously explained to the customer, as part of our ****** production guarantee, all production that has been lost while waiting for the parts and repair will be compensated. Additional compensation has also been extended to the customer due to any frustration that *** have been caused by the delays in the work.

• Initial Complaint

  Date:11/22/2023

  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.

  8/30 Energized system -3 out of 20 panels not working 8/31 Work order filed. Advised someone would follow up in **** business days.9/6 Texted ***************** with Blue Raven that we still havent heard anything about our work order. 9/11 We followed up via text.9/15 Blue Raven responded that an appointment schedule for 9/25 between 8:00 -11:00 am.9/22 Blue Raven notified us that the 9/25 appointment has been rescheduled for 10/9 between 11:30 am and 1:30 pm 9/25 A review of Blue Raven was posted on Solarreviews.com about our experience with Blue Raven.9/26 Received email from ******* at Blue Raven regarding my review on Solarreviews.com that ****** had offered compensation for the non producing panels as well as $50 and an additional $100 for scheduling mishaps. I was asked to amend my review on Solar reviews.com so it would appear this offer is contingent on that amendment as we have received no compensation. This compensation for a $46,000 system.9/26 ****** from Blue Raven apologized and advised that a check would be sent for the inconvenience.10/9 Blue Raven crew show up and advise they have corrected the issue of the 3 panels working. System should show panels are operational in a little while. 10/14 Reported to Blue Raven that 2 panels are still not working.10/16 ***** from Blue Raven texted to advise spoken with work orders and it has been put back in their queue.10/24 Texted Blue Raven as to the status of the issues with the non producing panels.11/2 Received text from ***** at Blue Raven advising that an appointment has been scheduled for November 13 between 1:00 and 3:00 pm.11/13 Blue Raven crew shows up at 1:50 pm and leaves at 2:01 pm. No communication from Blue Raven and 2 panels still not producing.11/14 1:12 pm Called Blue Raven and spoke to ****. **** said another technician will need to be sent and booked another visit for 11/22 from 11:00 am until 2:00 pm.11/22 2:15 pm no call, no show. .

  

  Business Response

  Date: 12/01/2023

  The customer's work order was initially opened on 8/30 due to the three panels not being operational. The customer was informed of the expected timeline to schedule the work. For additional context, due to the steep pitch of the customer's roof and following safety protocol, the roof cannot be accessed by a singular technician; we either need to schedule multiple technicians or an entire installation crew to safely conduct any work on the roof, which can complicate schedule availability.
  
  Initially, the customer had an appointment for 9/25. However, we later learned we would need to reschedule the appointment. On 9/22, we notified the customer that their appointment was moved to 10/9. The customer left a negative review on 9/25, stating we did not show up to their appointment that day. However, this was an unfair review as we had rescheduled the appointment, and had a text message from the customer acknowledging the change in appointment to 10/9.
  
  At the visit on 10/9, our crew was able to troubleshoot the issue, but they could only permanently fix one of the panels, leaving two panels still inoperable. This issue was brought to our attention on 10/14. We scheduled the customer for the next available time on 11/13, but our crew was unable to complete the full scope of work that day. It was promptly rescheduled for 11/22. Unfortunately, the crew did not show up to the appointment on 11/22. This has been brought to their manager's attention to look into further. Our ********************** has rescheduled the work for 12/1 and will oversee the project until it is completed. The customer was also offered additional concessions due to the length of time it took to schedule the work.
  
  Regarding previous compensation, we promptly reached out to the customer in September, following their initial review, to clarify the details of the first appointment on 9/25 and offer a monetary concession in the spirit of a good partnership. Notably, the email concluded by asking the customer if the monetary offer was acceptable and, if so, to let us know so we could submit the payment to our accounting team. The customer never responded to that email, so, consequently, the concession was never submitted, as it was never agreed upon.
  
  We did state in the email that it would be appreciated if the customer considered amending their review on Solar Reviews to provide an update on the situation and acknowledge our efforts to make things right at the time. It was never stated, or implied, in that email that the concession was contingent on the review being updated. We want to emphasize that we never require customers to amend a review to receive a concession.
  
  Blue Raven Solar strives to provide a positive customer experience, even after the initial installation. We understand that difficulties and frustrations can occur if certain solar panels are inoperable, which is why we have a production guarantee contractually backed for the customer's benefit. As part of this guarantee, if solar panels do not produce as expected, Blue Raven Solar will reimburse the customer for all production they should have produced. Once the issue is fully resolved, Blue Raven Solar will reimburse the customer for all lost production. This has been previously communicated to the customer as well.

• Initial Complaint

  Date:11/14/2023

  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.

  In 9/2022, I had Blue Raven install solar panels on my home. They had an A+ rating with BBB. The wrong materials were delivered (and sat at my curb for a week), the electrician and techs arrived without a ladder and had to use mine, they left the ladder against the house and the crawl space uncovered at the end of the day, and they left parts on my roof (I discovered two months later, cleaning gutters). On 8/8/2023 one of the 9 panels stopped working. I called. A tech came out and confirmed malfunction on 8/16, but could be replaced per warranty. I called ten days later. The request hadn't been put through to the manufacturer company. I called every two weeks. I contacted the manufacturer to confirm the warranty request had been submitted (it had). I called Blue Raven 10/13. They said the panel shipped and they could schedule install. They did not call me with this status update. They said the tech would bring the panel to install 10/30. The panel was delivered to my home at 7am and left by my garage on 10/17. **** was expected on 10/29 and I called to ask if it was safe for the tech to access my roof. I was told it was "no problem." Thankfully, they rescheduled for 11/9. I came home 11/9 and the panel was not installed. I called to find out what had happened. They didn't know and rescheduled me for 11/28/2023. I asked to speak to a manager and this person rescheduled me for 11/14/2023. Once again, I came home today and the panel is not installed. I called. Put on hold and told the panel was damaged. I asked why they did not reach out to me. Blue Raven staff are very nice, very apologetic, express understanding, but NOTHING has resolved. It seems insane that a panel didn't last a year and that it's taken more than 3 months to replace. I also hate it that I have to continually contact them to find out what is happening. Please. Can you please help me resolve this issue? I trusted BBB rating of A+. Pls adjust. There's more, too

  

  Business Response

  Date: 11/15/2023

  Blue Raven Solar strives to provide a world-class customer experience and is committed to maintaining that standard. Regarding the installation, we confirm that we had ordered all the necessary materials to be delivered on the installation date. We have since addressed the issues with the supplier, including the early delivery date and incorrect materials. This is the first time we have been notified of debris left at the customer's home, with the ladder left out and crawl space covering uncovered. Whenever we are notified of such situations where the installation was not properly cleaned up, we promptly send out a technician to address the issue.

  Upon receiving a customer alert about a nonoperational panel, it was determined that it would need to be replaced through the manufacturer's warranty. We submitted the claim on 8/18/2023, and due to the nature of claims on these warranties, the manufacturer requires sufficient evidence of the panel's fault before issuing a replacement, which Blue Raven Solar was able to provide. It's crucial to understand that Blue Raven Solar cannot expedite the warranty process, as the speed of the claim is determined by the manufacturer.
  
  After numerous follow-**** the claim was approved by the manufacturer on 10/3, then promptly sent over to the supplier for delivery. Once the delivery occurred on 10/20, the soonest available appointment for the panel installation was scheduled for 10/30. This appointment was contingent upon weather; however, due to snow, a reschedule was needed for 11/9. On the date of the reschedule, ************** had an emergency and was unable to complete the work. The customer reached out to ********************** that afternoon, where we got them rescheduled for the soonest available spot, which was 11/14. At that appointment, ************** was able to determine that the new panel was damaged, either through the delivery process or while being outside the home. Blue Raven Solar is currently exploring options to ensure the customer receives a new panel in a timely manner.
  
  The customer was notified on 8/18 that they will be compensated for any lost production they experience while their panel is being replaced, this has since been reiterated in more recent conversations with the customer. Though we recognize that ********************** is not perfect, we always strive to make things right to ensure a positive customer experience.

  Customer Answer

  Date: 01/09/2024

   
  Complaint: 20871631
  
  I am rejecting this response because:

  Thank you for your reply! Im sorry to be following up, but I have something to add.  Blue Raven had promised to reimburse me for production lost and they have not.  Also, the woman at the agency, ***********************, told me she would issue a check for $150 as an apology for the inconvenience of appointments canceled or where the tech simply did not arrive.  I have not received this check.  The panel is replaced, the system working, but once again Blue Raven makes promises they do not keep.  Once my warranty is up with them, I plan to find an alternate company familiar with the type of system I have.  I will not recommend Blue Raven to anyone (and wish I would stop getting their emails asking for referrals!).  

  
  

  I apologize for this delayed communication.  I had sent ***** a message regarding these matters more than two weeks ago, and wanted to give her time to reply (she has not), particularly given the holidays.  

  
  

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

  

  Business Response

  Date: 01/11/2024

  The coordinator with whom the customer was working directly was out of the office due to an unforeseen personal emergency. The coordinator has recently returned to the office and has since contacted the customer and submitted the payment to our accounting team. If the customer has any additional concerns, we ask that they reach out to our Customer Support team directly at ************, which will always be a consistent and reliable point of contact.

  Customer Answer

  Date: 01/17/2024

   
  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. I am awaiting said payment but happy to have a new, functioning panel.  The company may wish to acquire an out-of-office reply for employees who have to leave for several weeks due to either foreseen or unforeseen circumstances.  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The business called and texted my phone 60 times within 24 hours on November 10th and 11th with unsolicited information about solar that I did not request, nor do I need. I rent an apartment in *******!! I explained this to the first caller, wondering if they may have the wrong number. I asked them to STOP. They haven't. I have to keep my phone on silent because the calls from them and their partners will not stop. This is unacceptable and I require a resolution!!! I will provide screenshots of the calls log if required.

  

  Business Response

  Date: 11/15/2023

  This lead was obtained by Blue Raven Solar from a third-party lead generator, indicating interest in solar from the associated phone number. Upon closer examination, it was discovered that the provided phone number was incorrect and associated with the wrong individual. We have promptly removed both the phone number and individual from our outreach system. Upon further investigation, it was determined that, over a span of 3 days, there were only 9 outreach attempts to this phone number. There is no record of direct communication with the individual, as only voicemails were left and calls were disconnected. It is possible that the third-party lead generator disseminated inaccurate information to other solar providers as well, which is where a majority of the communication would be coming from.

  Customer Answer

  Date: 11/17/2023

   
  Complaint: 20849814
  
  I am rejecting this response because:

  There were 17 direct calls identified as BlueRaven and at least 26 calls from a similar number that pinged from your location in Colorado. These calls were identified as spam by my phone.

  So NO! You did call a lot more than 9 times, latest calls on Thursday Nov. 16, 2023.

  Please STOP!
  
  Sincerely,
  
  Ileana *****

  

  Business Response

  Date: 11/20/2023

  This homeowner's information is no longer in any of Blue Raven Solar's databases. Based on all call records, there have been no call attempts to the provided phone number from Blue Raven Solar since the initial complaint was made. Blue Raven Solar's headquarters are out of ****, which is where all phone outreach occurs, so the phone calls from ******** would not be tied to Blue Raven Solar. We have made extensive efforts to ensure this homeowner is not contacted any further, we ask that the BBB close this complaint.

• Initial Complaint

  Date:10/31/2023

  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.

  Signed a contract with Blue Raven on April 20, 2023, which clearly states that the solar panel installation should be initiated 49 days from contract signing and completed 77 days after contract signing. We didn't hear from the company re: scheduling installation until September 20. Since we didn't hear from them and are the first customer in our town to get this from Blue Raven, we were under the impression it was a no go, so we decided to go a different route. Their rep called to follow up on this and we told them about our decision. We were then offered an additional incentive, but at the time we were on the fence as the company was not able to deliver their promise the first time around. We were then told that if we cancel, we would have to pay the cancellation fee. I informed them that they breached the contract as they did not even initiate, let alone complete, the installation as they're supposed to per the agreement. The company then responded that these dates "are not contractually guaranteed", although it was clearly stated on the contract I signed. I understand that some delay may occur, but that should've been communicated to us. As such, Blue Raven breached the contract by not completing the installation as agreed upon. Therefore, the contract should be considered null and void. I should not have to pay the $1215 cancellation fee if it was the company's fault that the deal did not go through.

  

  Business Response

  Date: 11/01/2023

  The customer started their ********************** process on 4/20/2023. After the customer approved of their final design, ********************** promptly submitted for permits for their project on 5/10/2023. After actively working with the city, we received permit approval on 8/4. That same day, we began reaching out to the customer by calling, leaving voicemails, and text messaging them to schedule their installation. We also offered the customer a monetary incentive for scheduling their installation the next day. However, despite our weeks of consistent outreach, we never received any response from the customer until 9/20, when they requested to cancel their project. We have documentation of text messages being sent to the customer, notes of the sales representative calling in for updates on behalf of the customer, and other communication we initiated to the customer via email, phone calls, and voicemails.
   
  Blue Raven Solar does not guarantee when a customer's ********************** system will be installed. We include an estimated timeline in our Homeowner Improvement Contract, but clearly state in conjunction with the estimated timeline that the "Company makes no representations regarding the length of time required to begin or complete the System, as regulatory entities, HOAs, and other governing bodies can cause delays in the amount of time necessary... Customer acknowledges such timeline and the timeline provided below is only an estimate that can vary significantly based on factors outside of Companys control, and that Customer will not rely on a timeline estimate." Additionally, we included an ******** Shines PV System Purchase Disclosure Form with this customer's contract, which is a state-administered incentive program, that outlines their estimated timelines for installation and energization, as the customer mentions. However, the form is clear in stating it is an estimated timeline, and includes underlined, in one of the first sentences, on the first page, "Do not rely exclusively on this form for your purchase...read your contract." 
   
  Nonetheless, we have since canceled the project and issued our cancellation reimbursement fee. The reimbursement fee is meant to partially reimburse us for the work done and fees we already paid on behalf of the customer for their installation. Unfortunately, due to the extensive time and costs put into the project, we will be enforcing this customer's fee. However, we have offered additional incentives in an effort to help this homeowner proceed with the solar installation so they can experience the benefits of renewable energy.

• Initial Complaint

  Date:10/31/2023

  Type:Sales and Advertising 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.

  The sales rep is very pushy. Does not understand that the prospective customer does not want to immediately sign a five page contract for an on-site survey of my home but wants to read through the text of all five pages first. "You can sign this, it contains nothing that is a risk to you. Let's move this forward." The sales rep continues to push ahead and is not capable of understanding that the prospective customer wants to understand the cash-flow before setting the next step for a solar power system which will cost $47,000. Is not capable of explaining the cash-flow and does not have the right tools to be able to show the cash-flow.

  

  Business Response

  Date: 11/01/2023

  Based on the records on the account, the initial ********************** consultation occurred on 10/27/2023. The customer requested more time to review the documentation, so a follow-up visit was scheduled for 10/30. On 10/30, the sales representative stated that they were not able to get in contact with the customer but sent them a graph to display the cash flow. The customer's feedback has been escalated to sales management. The correspondence between the sales representative and the customer will be reviewed, and necessary training will be provided. If the customer has any additional questions on the proposals or savings, please reach out to ***********************************

  Customer Answer

  Date: 11/01/2023

   
  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:10/24/2023

  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.

  We entered into a contract with Blue Raven Solar company last year and we’ve had problems with our entire process since starting with them. This has been the worst experience ever. We were told by an agent at Blue Raven that this would help the environment as well as save us lots of ones on our utility bills. That was all false. We ended up with 2 roof leaks and extremely high utility bills($1,900 for 4months with only 4 people in the house). When we were vetted for this sale, we told the agent that there was 7 people in the house and we used between 3000-3600kWh per month he even asked for a recent utility bill to make sure he sold us the correct amount for our usage. Since all of this was done and verified I don’t understand how the agent misrepresented what we needed and how it needed to be set up for us to get what we paid for. We have lost time and money on the entire transaction and we have contacted the company about all of our concerns from day 1 and nothing has been resolved. The leak in my bedroom wasn’t even completely resolved. There is still damage there and Blue Raven has left it for us to repair. When complaining about the enormous utility bills we were “offered” to buy more solar panels or a battery! That was the solution to their bad and dishonest selling practices, to have us spend more money with them. We’ve had to change utility companies twice and now we have a reliant bill approximately $1,900 past due that we have to pay. We’ve never had bills in that amount not even when 7 people were living here. This whole process was a scam and they are scamming all texas residents by not informing them completely. I will be following up with other agencies.

  

  Business Response

  Date: 10/30/2023

  Blue Raven Solar does not guarantee what a customer's utility bill will be following a solar installation. However, we do guarantee the production of their solar system since that is within our control. The customer's estimated annual usage was 39,675 kWh. After maximizing the most solar-beneficial areas of the customer's roof, their system's annual production was estimated to be 11,158 kWh. All signed documentation from Blue Raven Solar clearly stated that the customer's solar system was only estimated to partially cover their usage. Throughout the lifetime of the customer's system, it has produced 103% of our estimates.
  Regarding the customer's roof leaks, only one issue was brought to Blue Raven Solar's attention on 4/11/2023. A technician was sent to the home to assess the damage, and it was confirmed that Blue Raven Solar was not responsible for the leaking. This information was then forwarded to the roofer who had performed a reroof on the customer's home. The roofer informed us that the leaking was caused by an issue with the customer's chimney and unrelated to the solar system. The roofer offered to fix the issue at cost, but this would need to be coordinated directly between the customer and the roofer, as Blue Raven Solar was not responsible for the issues.
  Due to the customer's high bills, we offered them the opportunity to add panels at a reduced cost. However, given the customer's extreme usage, Blue Raven Solar would not be able to add enough panels to fully supplement their usage. All customers are subject to their utility companies' net metering rates, which are the rates at which the utility provider purchases energy from the customer when it is not immediately used by the home. This is why we suggested that the customer switches their utility provider so they can benefit from better net metering rates. The customer's issues have been escalated to management, who have reached out to explain and help navigate their situation.

  Customer Answer

  Date: 11/08/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:Hello, I’m writing to you because we didn’t have a chance to respond to Blue Raven regarding our complaint. The first issue is the solar panels themselves. The company responded that we were told that our system would only “partially” cover our usage and that is not true. We were told by their agent it would cover our electricity cost by more than half and/ or we would have a potential of making that back with the BuyBack program from a list of providers they sent to us, this was not the case. Each provider said the same thing, that these solar companies tell people that, especially in Texas, and then when it doesn’t occur everyone is mad at the electricity companies.  This was explained to us by Reliant Energy and GreenMountain.  The representative for Blue Raven knew exactly what we wanted from this and how much we used in electricity. He knowingly just wanted to make the sell. We spoke to him extensively abut what our expectations for this installment was and made sure he knew exactly how much energy we used based on size of home and occupancy size and our prior electric bills-yet he told us 20 would be enough and upon our own research, of our home size, that’s clearly not enough.  They also stated that we are using 103% of our solar energy but that is not based on our home size so that’s irrelevant. Now, the roof leaks are another situation all together. We had our own roofers to utilize and BlueRaven said we had to use theirs which cost us way more than we would’ve spent using our own guys. This roofing company then messed up and tried to say its not on them, even though they came and and repaired it because now there isn’t any leak in that area but my wall and trim has been damaged and not repaired inside my home, and recently there was another leak in our living room, never had this issue before new roof was installed. Blue Raven has has multiple phone calls, follow-up promises and “we will fix this” promises to us over the last several months. The only thing offered to us was to BUY MORE, spend more of our money with them and they “could fix this” and make it better; like “buy 8 more panels and it will help, or buy a battery from one of our suppliers and it will be better” and reduce your cost. The last conversation we had with a representative from Blue Raven was Christian P***** and when he tried to sell us on these options we specifically told him we weren’t willing to spend even more money with them with how this has been addressed, he assured me it would be escalated to management and someone would contact us, which is what they’ve told us through this entire process, only to not have anyone contact us and we are still chasing them to provide the and goods and services that was promised to us. This has been a horrible experience and we will be filing with any and every agency possible since Blue Raven doesn’t want to take responsibility for their employees who represent their company. All we’ve asked is for them to do what was promised and to follow-up and make sure the customer is satisfied and we are not.  We also had issues during the install period, contractors not showing up at specified times, contractors showing up without appointments, having to call Blue Raven several times to get our new thermostat installed, only to be told, “ you can always have someone else install it and just let us know” in which we said “ that’s what your company was paid to do”.  It just feels as though we, as customers, were just a money grab for this company. 
  
  
  Sincerely,
  
  
  
  ****** ****

  

  Business Response

  Date: 11/09/2023

  Blue Raven Solar can only guarantee what is within the Home Improvement Contract (HIC) and any other signed Change Orders to the HIC. Included in the HIC and subsequent Change Orders, which the customer reviewed and signed, it states, in multiple places, that their system was estimated to produce 11,158 kWh on an annual basis. Currently, as the customer mentioned, the system is producing 103% of our production estimates. So, not only is the system producing as expected, it is outproducing our estimates, which has provided more solar power to further contribute to the offset of the homeowner's energy usage. Unfortunately, we are limited to how much more we can do to continue to offset the customer's bills due to heavy shading of trees, limited roof space, and the customer's abnormal energy usage. Notably, the customer's annual energy usage is roughly 39,675 kWh, which is almost three times the amount of usage for an average Texas home (***************************************************************).  
  
  Additionally, we dedicate multiple pages in our proposal (and contract) to lay out the system production assumptions and energy offset estimations in a clear way. In review of this customer's contract and proposal, it is shown and notated the production would not cover 100% of their usage. By signing the contract, the homeowner acknowledged they went through the proposal and system terms. In the spirit of good partnership, we have offered to provide additional panels at a discounted cost to help the homeowner further offset their utility bill. However, as previously stated, we are limited to how much we can continue to offset the customer's bills due to limited roof space.
  
  Next, the customer was not correct when they stated we make customers use our onboarded contractors for additional work like roofing. To clarify, we have recommended roofing contractors that we suggest to customers to make the overall solar construction process more seamless and cost-effective. However, if a customer would prefer to move forward with one of their preferred contractors instead they are free to do so and we continue to help coordinate where we can. 
  
  Though Blue Raven Solar strives to provide clear communication regarding a customer's solar project, we recognize that while working with various entities such as cities, utility providers and third party HVAC companies, there may be lapses in communication. We confirm that Blue Raven Solar followed up on the customer's project to complete all work as timely as the other entities allowed. In the case of this customer's thermostat installation, the customer expressed frustration with the time it required for us to get an HVAC contractor to provide an estimate and work date. As a solution, we offered the customer the option to schedule a thermostat appointment with one of their preferred HVAC contractors, and we would reimburse them in full for the visit. The customer was unwilling to move forward with this and continued to express their frustration with the timeline. 
  
  Lastly, though it has been confirmed that the customer's roof leaks are not attributable to any work done by Blue Raven Solar, management has still reached out to the customer to help assist them through the issues. Over the past two weeks, the customer has been unresponsive to management's attempts to help assist them. At this time, we ask the BBB close this complaint. 

• Initial Complaint

  Date:10/07/2023

  Type:Sales and Advertising 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.

  Blue Raven recently called us and threatened to charge us a big late fee because we cancelled their proposal to install solar panels on our house the preceding month. Then, they said that they would not charge us such a fee if we would reverse our cancellation. We had no idea there was a late fee. This is the kind of thing that sticks in your mind even at our age.
  
  Their sales representative didn’t mention it when he pitched his sale to us. When we informed him of our cancellation later on, he didn’t mention a late fee at that time either. It appears to us that they don’t mention late fees to ease their sales pitch but use them later to get money.
  
  Blue Raven had told us to expect a 15 minute presentation. What we got instead lasted two and half hours. We were mentally exhausted by the time he finally left.
  
  We pointed out during the presentation that our adjusted gross income is lower than the amount recommended by the sales information.
  
  We also told him that we didn’t want to take on long-term debt at our age.
  
  Nine business days following the day we received our survey, their sales representative text-messaged us that our acceptance period was almost over and he needed our explicit acceptance. We texted in return the following day that we’d changed our minds. In reply to that, we got an angry text message basically accusing us of being foolish.
  
  We thought that was the end of the matter until we received the text message, mentioned above, a month later, which threatened to charge us a big late fee.
  
  So, we called their office in reply to their text-messages and talked with a customer service representative who told us nothing was needed of us.
  
  Several hours later, however, we got another text-message repeating their previous threats of a big late fee. We texted in reply that our phone conversation earlier in the day had advised us the matter was settled. That prompted another text-message from them saying we had been routed to the wrong employee.

  

  Business Response

  Date: 10/16/2023

  The customer signed their Home Improvement Contract with Blue Raven Solar on 8/28, which contains a page dedicated to the cancellation policy. On that same day, a welcome call took place with the customer and a Customer Support representative, where it was confirmed the customer understood important information including the cancellation policy. To provide customer's with sufficient time to make a decision, Blue Raven Solar allows 10 days from the time the customer receives their final design to cancel without any penalty. This is much longer than the state mandated 3-day cancellation window. The customer received their final design on 8/29, and did not notify Blue Raven Solar of their intent to cancel until 9/18, which exceeded their 10-day cancellation window. Due to the customer not cancelling their project within their cancellation window, we reached out to receive the cancellation fee, which goes to partly reimburse Blue Raven Solar for the work that had been completed on the project. Since then, Blue Raven Solar has communicated with the customer and waived the cancellation fee. 

  Customer Answer

  Date: 10/16/2023

   
  
  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; in that, they have waived their cancellation fee.
  
  
  
  Sincerely,
  
  
  
  *** **********