Complaints
This profile includes complaints for Blue Raven Solar, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 336 total complaints in the last 3 years.
- 112 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/04/2024
Type:Sales and Advertising IssuesStatus: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.
Calls me every single day. Blue Raven Solar. Representative says “wow” and hangs up on me when I ask to be removed from call list. Absolutely blasted with spam calls from this company.Business Response
Date: 04/05/2024
It has been confirmed that the homeowner has been removed from all of Blue Raven Solar's outreach lists. In striving to provide a positive experience, once no further contact was requested, the homeowner was placed on a do-not-contact list. Blue Raven Solar obtained the homeowner's information from a third-party online platform, which may have also provided their details to other solar providers, resulting in outreach from multiple companies.Initial Complaint
Date:03/27/2024
Type:Sales and Advertising IssuesStatus: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.
Ignored no soliciting sign then refused to leave the property in a timely manner.Business Response
Date: 04/02/2024
Blue Raven Solar strives to provide a positive experience for all homeowners, and a part of that includes the expectation to be respectful of all requests and signage. Feedback has been provided to the **************** to address the issue with the local representatives. If the homeowner has any identifying information for the specific sales representative, we invite them to provide that information directly to us at ***********************************Customer Answer
Date: 04/04/2024
Complaint: 21495466
I am rejecting this response because:It's very clear you don't value customer's property or signage when one of your contractors refused to leave after being trespassed. He remained on my property for a full 1.5 hours and then only left when Blue Raven called all contractors in the area to have them leave. If you want to resolve this issue, commit to never sending contractors to my neighborhood again unless they have a signed contract from a home owner. As a board member of the *** in Lakeland 1,2 and 4a, I can tell you, no one wants door to door solicitors here, especially those who flagrantly disrespects our property.
Do better.
Sincerely,
*********************Business Response
Date: 04/10/2024
Though these Appointment Setters are independent contractors, they are still expected to maintain Blue Raven Solar's standard of conduct. We train all contractors to be respectful and courteous in all interactions with homeowners. We have provided feedback and the homeowner's request to local management to address; however, with no further identifiable information provided, no individual feedback could be provided.Initial Complaint
Date:03/25/2024
Type:Service or Repair IssuesStatus: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 was told by Blue Raven salesperson that I was eligible for a rebate of approximately $900, over six years, along with other tax credits during his sales pitch. That was late summer of 2022. Installation started late fall, completed spring of 2023. When I tried to figure out where that credit was while filing my taxes in early 2024 I ultimately contacted Blue Raven to steer me in the proper direction. I was informed that program had expired 5 years prior, December of 2017, and I was outa luck. It is my position that the salesperson either simply lied to me, or Blue Raven was negligent in their training and or supervision of the salesperson. I feel Blue Raven should honor what their salesperson told me and others should be made aware of their business practices.Business Response
Date: 04/03/2024
Blue Raven Solar does not apply for, nor is aware of the specific rebate the customer is looking to receive. All guaranteed rebates that Blue Raven Solar applies for are shown on the customer's contract and proposal, which outlines the specific amount they will receive. The $900 rebate the customer had mentioned was not outlined anywhere in the contract, or proposal, so, one of our specialists decided to look into the issue further. The specialist had found an expired rebate, but had never confirmed this specific rebate was the rebate the customer had inquired about; the outreach was an attempt to provide the customer with an update on their investigation. Lastly, though it is still unclear exactly what additional rebate the customer is looking to obtain, there was a $900 rebate through their utility company, ************** which the customer can apply for themselves. However, this rebate from ************* cannot be guaranteed, nor applied for by Blue Raven Solar.Initial Complaint
Date:03/25/2024
Type:Order IssuesStatus: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 had solar system installed I informed the it a original roofBusiness Response
Date: 04/02/2024
Based on the wording, it is unclear what the customer is looking to achieve through their complaint. However, based on previous communication with the customer, they need to remove their solar panels for a reroof. Since the customer expressed dissatisfaction with the cost of the removal and reinstallation of their solar panels, we have matched the quote from a different company and communicated directly with the customer to proceed.Initial Complaint
Date:03/22/2024
Type:Service or Repair IssuesStatus: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.
They updated my electrical box for the solar panel install. The electrician under size range breaker and was called out by inspector. They have sent an electrician out twice to replace this breaker and both times no work was completed. I also have a 240v air compressor circuit that has each leg wired to 2 completely separate breakers on different ends of the main panel as this is not a functioning 240v circuit and yet an electrician shows up and reports no work needed to be done.Business Response
Date: 03/29/2024
Blue Raven Solar, aiming to provide a more positive customer experience, has escalated this customer's project to our *********************** Although there had been a prior visit, the work could not be completed as it was found that the customer needs to be present for our technicians to access the inside of the home. One of our Work Order supervisors spoke with the customer and scheduled a technician who conducted an in-home visit on 3/28/2024. During that visit, it was determined that a second in-home visit would be necessary, with two technicians required to run wires through a crawl space. We are committed to completing this work as quickly as scheduling allows and will communicate directly with the customer as we conclude their electrical work.Customer Answer
Date: 03/29/2024
Complaint: 21474707
I am rejecting this response because: a adult has been present each and every visit and just received a email stating that work will not be done. An the technician that was here at the address inspected the the crawl space as there is even security video of a homeowner granting them access
Sincerely,
*****************************Business Response
Date: 04/08/2024
The initial visits were aimed at diagnosing the concerns raised by the customer. During the first visit, our technician was scheduled solely to inspect the exterior of the home. However, following this initial assessment, it became evident that an in-home visit would be necessary for a thorough investigation. Subsequently, after our electricians conducted their review, it was determined that no further work was required as everything adhered to the established code.
While upgrading the customer's main panel, our electrician made a crucial discovery: a 40-amp breaker was connected to a 10-gauge wire before the solar installation. This configuration is not compliant with electrical code standards and could potentially pose a fire hazard. Without delay, we addressed this issue by replacing the breaker with a 30-amp breaker, bringing it in line with code requirements.
Our ********************* team has maintained communication with the customer, conveying all these developments via email.
Customer Answer
Date: 04/08/2024
Complaint: 21474707
I am rejecting this response because:
Sincerely,
*****************************Customer Answer
Date: 04/10/2024
My 240v circuit that wasn't wire correctly was never fixed and that's is a fire hazard that you want to keep ignoring. Permit is pending a re- inspection require as the stove needs to be 40amp. $77k for solar system wich you guys were responsible for necessary electrical repairs and upgrades and this is the customer service received.Business Response
Date: 04/17/2024
While working with the city inspectors, we found they had closed the permits prematurely before giving us final approval. After further communication with the city, they reopened the permit to allow the re-inspection to occur to give the final written approval. Blue Raven Solar has visited the customer's home on multiple occasions, and after consulting with the Master Electrician, found that everything was updated correctly according to city and electrical code. We are currently working with the city to complete the re-inspection. The individuals who have been working on the customer's project have communicated their discoveries directly to the customer via email, at the address ***********************Customer Answer
Date: 04/17/2024
Complaint: 21474707
I am rejecting this response because: we will see what the ccb has to say about it we have provided picture of both electrical issues of before and after as my 240v was never wired correctly
Sincerely,
*****************************Business Response
Date: 04/23/2024
Blue Raven Solar will be happy to correct any work deemed necessary, however, after having our Master Electrician review the work, everything has been completed up to code.Customer Answer
Date: 04/23/2024
Complaint: 21474707
I am rejecting this response because: on a 240v circuit you cannot have 1 wire on a single pole single tandem breaker and the second wire wire to a separate single pull single tandem breaker in a separate section of the breaker box. The fact your " Master" electrician thinks that's wired correctly the phrase electrician doesn't even come to mind let alone "Master". You guys a bluntly ignored this problem based on what you pay your apprentice to say.
Sincerely,
*****************************Initial Complaint
Date:03/22/2024
Type:Service or Repair IssuesStatus: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.
As the sales department you are responsible to conduct business with honesty and integrity. I purchased my solar panels from your establishment about 8 months ago. From get go, it turns out, you sales rep(and therefore your company) lied to me from the very beginning when he promised my son Krispy Kreme doughnuts the following day. He also bragged about how solar panels would almost eliminate my power bill stating my financing and my reduced bill will be less than my typical power bill. he also claimed he would get me a battery to be able to store energy in case of power loss. This seemed extremely appealing at the time and having no outside knowledge i believed your rep. After pursuing the wrong company for remedy i found out that the eight panels installed would in no way be able to power my household to lower my bill this month(pursued enphase initially) My front door is unusable and dangerous in the winter now due to the panels creating avalanche danger with their slope which caused my raing gutter to tear off. I was lied to about what your product could offer and grossly misled. I want the panels removed from my home and my loan settled. My power bill has decreased a mere $5 a months at best. Regardless of fine print which in no way explained the logistics for me to have come to a different conclusion than what was spewed at me, I was misled into making the purchase and i want it made right.Business Response
Date: 03/29/2024
Blue Raven Solar has various checks and balances to ensure a customer is properly informed of any essential information. This is done through an initial contract, which outlines the expectations and proposals of one's solar project. Following the contract being signed, an introduction call takes place, which again reviews essential information. Additionally we ensure a customer is made aware that Blue Raven Solar does not guarantee anything outside of the written agreement, including any promises made by the sales representative, who is a private contractor. After further review of that call, the customer never offered any objections to any information provided nor any promises made by the representative. Before the customer had their initial appointment, to create a proposal based on their usage needs, a bill showing their annual electrical usage was requested. Unfortunately, the customer only provided us with their gas usage which led to a system being designed on the average household in their area's usage. The customer's project was expected to produce ~4,204 kWh, this was displayed on the original agreement, and again on the final design sent to the customer, which they approved of. This means that on an annual basis, the customers usage will still be reduced by the amount guaranteed by the solar project, which will result in savings, even if it does not fully cover their full usage needs. As the customer still has usable roof space, if they are interested in further increasing their offset, we would be happy to look into adding additional panels at a discounted cost. To proceed with that process, 6 months of the customer's most recent electrical usage should be sent to **************************.Customer Answer
Date: 04/01/2024
Complaint: ********
I am rejecting this response because: So you are telling me that the sales representative can tell me any lie they want in regards to "benefits" or "performance" or even just general information regarding the product he/she/they/them are selling and you think thats the BBB definition of a good business practice? you are like the pharmaceutical companies profiting off of opiates minus all the death./ No knowing jack squat about solar panels i put my faith in your sales rep to present your product truthfully, knowledgably, and thoroughly. at the very least suggest resources to properly obtain that information rather than just making up so sleeping beauty fairytale BS. I don't want a refund I want the panels removed from my home and the debt considered settled upon receiving of all used equipment. Give a shit about how your company is represented and require some training that provides your salesperson with truthful information to present to your customers. providing an estimated amount of electricity to a comparable home in the are is bs. I have a letter from enphase stating how there is no way such a small amount of panels would even come close to enough energy for one home. So the information in the contract is false which should make the contract null and void. Take the panels off my home and considered yourself lucky to not be involved in a much bigger lawsuit like some sister companies. I dont want anything to do with your business.
Sincerely,
******* *******Business Response
Date: 04/08/2024
Blue Raven Solar in no way endorses unethical sales behavior. That's why we have checks and balances in place to ensure that proper information is provided. As previously stated, the customer signed their Home Improvement Contract, expressed no disagreements during their verbal welcome call, and approved their Final Design before advancing their project. Blue Raven Solar provided all necessary information to enable the customer to make an informed decision about their solar project. Since the customer never expressed any concerns, we proceeded with the proposed project. Having fulfilled all contractual obligations and with the customer's system producing within our guarantees, Blue Raven Solar will not pursue the removal of their solar system.Customer Answer
Date: 04/08/2024
Complaint: ********
I am rejecting this response because: it is contradictory to their previous statement where they said they are not responsible for the information given by the sales representative. As a first time solar customer the only information we had to go off of was what your company provided. So when he told us how many solar panels we needed we believed him. yes I am at fault for listening to your rep. and trusting them,, i will take accountability for that. How am i supposed to express unhappiness or concerns when I had no idea at this point that I was being scammed? I believed what your company told me and was satisfied and excited for the results. Only afterwards did i become aware that everything I was agreeing to was not only untrue but blatant lies. How do you as a company propose this situation be made right? By right I mean where me, the customer, doesn't feel completely screwed and conned by a company who was supposed to be providing an upgrade to my home?
Sincerely,
******* *******Initial Complaint
Date:03/20/2024
Type:Service or Repair IssuesStatus: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 first met with our sales representative from Blue Raven in early August of 2023. After answering our questions about the process we were given the date of August 18 when Blue Raven would send an evaluator to our home to determine if our house qualified for the solar power retrofit. During this process the ceiling was damaged by the Blue Raven employee. After telling us an attic support broke loose, creating a hole in the ceiling, he left our home without apologizing or saying another word. We let our sales rep know what happened and he was great about taking care of it right away. We decided it was okay to move forward.The installers were a group of young men that appeared to be inexperienced at performing their jobs; loud, clumsy and messy. It wasnt until I went up on the roof that I saw how careless and destructive they actually were. There were hammer blows directly to several shingles destroying them. Holes that were poorly sealed with clear silicone and torn shingles that they didnt even bother to repair. I spent 20 minutes cleaning wire insulation, plastic wrappers, zip ties etc. off my roof, out of the gutters and in both my yards. When the city inspector arrived with the Blue Raven representative, I accompanied them on the roof. After a brief discussion, the Blue Raven rep and I learned that the wire grips installed in the junction boxes were not correct for the wire Blue Raven was using. I was assured by ******* that this was a simple fix but through what I now know, poor communication and a failure to meet the inspectors requirements, this simple fix would take over four months to resolve and go on to fail two more inspections.It wouldnt be until January that the wire tie simple fixwould finally pass inspection and we were told our house was ready for ****************** to install the meter for the system. When the Black Hills technician showed up, he told me that the existing service drop meter was not big enough for the system Blue Raven put on the house and a larger meter box would require a total reconfiguration of the system on my wall. Once again, a lack of experience on behalf of Blue Ravens evaluation that cost us a lot of needless stress and worry, time and more damage to our home. They cut into our new stucco wall and re-drilled holes to make the larger box fit. Cut another hole in our soffit and roof to move the mast over. The wall will need to be stuccoed again for it to look as good as the rest of the house. I am grateful the Blue Raven electrician did everything he could to minimize damage and worked with me to insure my wife and I were happy, even though he argued with his supervisor and stayed extra hours to make sure the job got done. If it hadnt been for our sales rep. ***** seeing our system through to this point and the electrician ***, we would have never gotten as far as we have with this project. As it stands, seven months later, our system is still not operational. It has yet to pass a final inspection, we are still paying for electricity and have just made our third payment on a system that doesnt work. Our power bill went from $80 to $300/mo. and not a single person has reached out to us from Blue Raven. We literally have thousands in repairs needed, unpaid loan reimbursements that were promised to us, upwards of six days of missed work and over 30 hours of being without power. (over 24 hrs. in one visit alone) The stress and frustration over the months has taken its toll on the peace and serenity our home once had.Business Response
Date: 03/28/2024
We acknowledge that the customer has not had the world-class customer experience that we expect ********************** customers to have. We have continually strived to provide a positive experience and have worked to escalate this project accordingly, especially when there have been issues along the way. Appropriate feedback has been provided to ALL technicians who have worked on the customer's home. Additionally, we recognize that there may be delays in the project while working with third parties, namely the utility provider and the city. Every jurisdiction handles projects differently, which may result in longer delays while finalizing paperwork and inspections. We have worked to minimize all delays as much as possible, and when errors may occur, ensure they are resolved in a timely manner. Compensation was submitted on 3/19 to cover the last 3 months of their loan payments to ensure they are not paying for a non-operational solar system and the customer's project has been brought to the attention of management for regular follow-*** to provide a smooth conclusion to their project. If the customer has any further concerns or questions, we are happy to work with them directly and invite them to reach out to us at ***********************************Customer Answer
Date: 03/29/2024
Complaint: 21459886
I am rejecting this response because:
Although compensation was received as of yesterday, 03/28/2024, for 3 months worth of payments made for the system, I have yet to speak with any representative from Blue Raven Solar regarding any of the issues pertaining to my home.
Sincerely,
*****************Business Response
Date: 04/02/2024
A member of our Work Orders team reached out to the customer today, April 2nd, to review their project and discuss a plan to proceed. However, the customer did not answer their phone call. A voicemail was left for the customer, requesting them to return the call at a more convenient time. We invite the customer to reach out to our Work Orders team directly by calling ************ to schedule and discuss the remaining work.Initial Complaint
Date:03/10/2024
Type:Product IssuesStatus: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 became interested in Solar energy after a friend of mines had a system installed. I spoke with Issacs of Blue Raven. He promised many immediate benefits of having Solar Power, unfortunately I now know is not true. 1- he said I would immediately see my electric bill will be cut in 1/2 or as low as $35 a month, 2- I would receive a tax refund over $9,000. The unit was placed in 10/23 - I have not seen any benefits on my end - My electric bills remains over $400. I approach Isaac and he continue to lied saying I was "using more power then last year (untrue). When I continued to push for answers, he said, I would only see lower bills in the spring and summer months (5 mos in a year). I let him know how unacceptable this answer was. He then added that my tax refund will set off the cost - which is also untrue. I filed my tax return and did not received the solar credit, I confronted him about the tax credit and told him, that he should not tell me lies and half truth about tax laws. I called Blue Raven to complain and no one called me back. I am an older person, therefore I fell like I was scammed into purchasing a system over $30,000 that is not working for me, I was scammed into getting a lean placed on my house for over $30,000 for a system that does not work for me. I am at retirement age with no way to off set this bill on a fix income. I would not had made this choice if I was told the truth up front. This Company needs oversite form the government. They are telling lies to sell a product and getting people in debt for 30 years. Not only do I have to continue to pay a high eclectic bill, but I have to pay for a system that does not work and I get no tax credit for it. It's a scam!Business Response
Date: 03/14/2024
From the beginning
of our process, we advise homeowners to seek advice from a tax professional to
confirm they're eligible to receive the tax credit. The signed contract
includes a full page dedicated to clarifying the tax credit and encouraging
customers to consult with a tax professional. Furthermore, after the contract
is signed, we initiate a welcome call which again provides clarification on the
tax credit (and explains the utility bill may include the cost of any excess
energy used from the grid and not from solar). Notably, a homeowner cannot move
forward with the solar process until a welcome call has been completed and the
homeowner has verbally confirmed on a recorded line that they understand the
information provided on the call. Despite these checks
and balances, we would be happy to investigate into their utility bills
further. If the customer is interested, please send the last 3 months of
utility bills to ***************************Customer Answer
Date: 03/16/2024
Complaint: ********
I am rejecting this response because: No one from Blue Haven has ever went over tax laws regarding the credit or encouraged me to go over the laws. In fact, the rep continue to say just before I file this complaint that I would get the credit even though I informed him that I was not eligible and that it was wrong for him to tell people that they will get a credit without knowing the laws. Blue Haven is only interested in getting loans and obtaining their share of the payment and they don't care whether they are providing correct information. It is a shame and the Government needs to provide more oversite over these types of companies.
Sincerely,
***** ***** ****Business Response
Date: 03/20/2024
The signed contract includes a full page dedicated to clarifying the tax credit and encouraging customers to consult with a tax professional. We have attached the signed disclosure to this response. Additionally, this disclosure states that the tax credit information Blue Raven Solar provides is for informational purposes and should not be the sole source of information. As the tax credit originates from the government, it cannot be guaranteed by Blue Raven Solar.
Further supporting the signed disclosure, during the recorded Welcome Call, the customer was informed that the 'tax credit is a dollar for dollar reduction in the federal taxes you may owe', and the customer expressed no concerns to this statement. Later in the call, it was stated that Blue Raven Solar does not guarantee any promise made by the sales representative, only what is included within the written agreement. At this point the customer clarified that all guarantees needed to be in the written agreement, which we confirmed, she expressed no further concern or necessary clarification.
As previously stated, we are happy to provide assistance in investigating the customer's utility bills. Additionally, we would be pleased to provide any documentation or recordings of the tax credit information.
Customer Answer
Date: 03/23/2024
Complaint: ********
I am rejecting this response because: Again your company did not tell me up front that I would not be eligible for the Text Credit, if so, I would not have gotten this system. On the last contact with Isaac regarding the credit, he was still telling me in the text message that I was eligible for the Solar credit even though I made him aware that I was not. Your company does not make it clear that there are possibilities that a customer could not get this credit. It's a fact that Isaac is not aware of the tax laws or he does not care whether you get the credit or not. He is a representative of your company, therefore promoting the ideas of your company. I gave Isaac copies of my electric bill in Feb 2024 and he was supposed to look over these bills to see why my solar power is not off setting the cost. The only answer he provide was that it appears I was using more power - which is not true. Since that time, no one else from your company has contacted me to go over these Dominion Power bills. I don't want this system, it is not working for me. I am sure that the Virginia Dept of Energy needs to have more over site of situations like this.
Sincerely,
***** ***** ****Business Response
Date: 03/29/2024
Blue Raven Solar, nor its representatives, are tax professionals, which is why customers are not told whether they will receive the tax credit or not. By having a solar system installed, a homeowner is eligible for the credit; however, it is not guaranteed and may vary between homeowners depending on tax liability. All of Blue Raven Solar's proposals are based on eligibility for the credit and do not guarantee actual savings. Additionally, this customer's system was estimated to produce 7,268 kWh on an annual basis. This was shown in multiple locations: their contract, proposal, and on their final design. According to the customer's annual usage, they consume upwards of 20,000 kWh annually, so their solar system was never anticipated to fully cover their usage and was never proposed as such. However, with the increasing utility costs, the customer will still see financial benefits from owning a portion of their power rather than being completely subjected to the inflation of rates. It should also be noted that the customer's system has only been producing since 11/17/23, and since a bulk of the production will come in the Spring and Summer months, they will see more savings in the upcoming months. Additionally, the customer has not contacted Blue Raven Solar with concerns about their utility bills; however, if provided to [email protected], we can investigate and explain their situation further.Customer Answer
Date: 03/30/2024
Complaint: ********
I am rejecting this response because: If you don't act as "tax" agencies then why so you allow your representative to tell people what they will be eligible for as a tax credit. Also I did speak with you Representative, Isaac more then once about my bills. I also called your office and asked a supervisor to call me back. No one from the Blue Raven office every contacted me, because you know the information your companying is pushing misrepresent what the system will actually do. Isaac admitted that he was not clear about what the solar system would cover. Again I gave the The Dominion Power Bills to Isaac, however I will call your office again and request that some one call me about the high energy bills. You representative in the community should never tell home owner that they will get the tax credit because it these statements encourages the home owner to buy the system believing that they can off set the bill with this credit. If I knew the truth up front, I would have never got this system
Sincerely,
***** ***** ****Business Response
Date: 04/05/2024
For representations of the tax credit, Blue Raven Solar only proposes what a customer is eligible to apply for through the federal government. However, this does not constitute actual savings, as stated on the proposal and within the signed tax disclosure. After further investigation, we have only identified two calls on record from the customers phone number: one on 11/25/23 to assist with setting up their production monitoring app, and the other on 4/5/24, during which they raised concerns about your utility bills and began working with our Support team to address the issue. Our Support team is specifically trained to assist customers with any post-installation issues they may encounter, making them a better resource for information than the local sales representative. We will continue to work with the customer directly to clarify any questions or concerns regarding their solar project.Customer Answer
Date: 04/08/2024
Complaint: ********
I am rejecting this response because: Then you must have deleted my call made on 2/2/2024 when I called after having a serial of texts with your field Rep, Isaac regarding why I did not get the tax credit and why my energy bills were still high. I called and asked to speak with a manager several times and was not allowed to do so that day. I was told a "Mel" would be returning my call, however no one ever called me back. I did call your company on 4/4/24 after I read your last comment alleging that I had never contacted your company about concerns. Again, You need to education your Field Rep, Isaac on information he provides to consumers and not to give miss leading information on how the solar panels work and the tax credit. My decision to get this system was based on what he told me. If I knew the truth up front, I would not have gotten the solar panels I wonder how many other people were trick this way. The governments needs more oversite over these type of companies. If These types of companies were monitored closely by the government, then they could not easily mislead people.
Sincerely,
***** ***** ****Initial Complaint
Date:02/21/2024
Type:Order IssuesStatus: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 August 2022 we signed up for residential solar system from Blue Raven Solar. The salesperson was very aggressive but we signed the docusign documents and loan forms for a $38,887.00 system because we believe in Solar Energy and wanted to help the environment. All went well for a little while but then that salesperson stopped responding and we learned that *** fired him from that position. When we signed we were adamant that if we had to remove one tree in front our house, that we did not want the system. He said that that was NOT a problem.The system was activated on January 15, 2023. We had some disappointing results during the year and then in October 2023, this warning came up on our Enphase app: "Your system solar production is lower than the threshold set by your installer. ...." That warning has remained for 4 months. *** support said that the sales person told them that the tree had been removed, which it was not. They based the kWh and system production on a shade study that did not include our tree, nor any of the mature city trees on our street. Bottom line is they never should have sold us the system!!!! We live in a tree canyon and trusted the salesman despite the extravagant cost. The financing looked good at 1.9% but we now understand that there may have been hidden loan origination fees for such an expensive system...one that doesn't produce. We have gotten a rebate from the energy company and the *** promotional loan payments to date. However, we are senior citizens on limited income and the 30% tax credit does not apply to us. Aggressive sales, tricky financing, and confusing warranty. The resolution by *** support was to cut down the tree. They offered $500.00 for lost kWh production in 2023, but what about the next ************************************************************** the contract. One consultant told us that we would need 10 more panels to come up to what they said, about $15,000. additional cost. (but not enough roof space.)Business Response
Date: 02/29/2024
The proposal and design provided to the customer were contingent on the trimming or removal of the tree in front of their home, as the tree was not reflected in either of those designs. The customer proceeded with their ********************** project and signed their Home Improvement Contract (HIC) on 8/2/23, which contains a clause regarding shading of trees. Section 17 of their HIC states, "To the extent the Company provides a ************ with production estimates based on material assumptions of certain undertakings of tree relocation, removal, or trimming, the Customer hereby releases the Company from any claim, complaint, duty, or obligation in any way related to the loss of System production caused by shade from such trees." By agreeing to this contract, it seemed that the customer was willing to remove or trim the tree to provide enough sun exposure for the solar panels. As the customer did not proceed with removing or trimming their tree, it consequently reduced their solar production. To help provide a positive customer experience, we offered to remove or trim down the customer's tree to improve their production levels. However, the customer did not approve of those solutions, which is why we offered $500 to cover any lost production in accordance with our 2-year production guarantee. Blue Raven Solar continues to be willing to help the customer find financial benefits from their solar system; however, this will be dependent on the customer's acceptance of the proposed solutions.Customer Answer
Date: 03/01/2024
Complaint: 21328222
I am rejecting this response because: The *** response is categorically false. The original proposal in consultation with the *** salesman was based on our absolute rejection of the sale if the tree had to be cut down. There was never a discussion about removing and/or trimming trees with options for production estimates. Knowing that we did not want the tree removed, *** presented a design that led us to believe it would work without removing/trimming trees.*** support staff said in an email dated January 23, 2024: "...your sales representative notified us that there was a tree removal..." That salesman submitted false information. The significance of Section 17 was not discussed. Further, there are many mature, tall trees that impact shade on our street. It seems that the property was not thoroughly inspected. This should have been a red flag to *** representatives who are the experts we trusted. Had a proper shade study been completed with a drastically reduced production we would have refused to go forward. They should never have sold the system.
The amendment offered to us reduced the expected production from 8514 kWh/year to 5419 kWh/year, but lowered the cost of the system by only $500.00. This was followed by and offer of $500.00 for loss of production in 2023. Questions about compensation for future years (since the system can NEVER produce 8514 kWh/year) remain unanswered.
Sincerely,
*********************Business Response
Date: 03/08/2024
The proposal and design presented to the customer were based on the understanding that adjustments to the tree situated in the front of their home were necessary to optimize the system's production efficiency. The customer signed this contract and raised no concerns throughout the project. Neither the homeowner nor the sales representative, who was an independent contractor, informed Blue Raven Solar of the homeowner's preference against removing or trimming the tree until this complaint had been opened. Had we been informed earlier, we would have designed the proposal accordingly, incorporating the tree and its correlated shading.
Upon learning of the customer's reluctance to trim or remove the tree, we promptly addressed their concerns. We offered $500 to cover the potential loss of production within the time of our 2-year production guarantee, which shows our commitment to a positive customer experience and honoring our guarantees.Customer Answer
Date: 03/19/2024
Complaint: ********
I am rejecting this response because:BBB complaint # ******** (third entry and response)
Blue Raven Solar / ********************************** & *********************
March 15, 2024
The proposal and design presented were based on ***s misunderstanding about agreements with their sales rep. The sales rep said that the tree in front of the house was not a problem, although *** has also claimed that they were told the tree had been removed. These misrepresentations are the responsibility of *** and/or their official representatives here in ************ They did not come from us. Some of the satellite images and diagrams that were presented to us show tree shadows and others do not. We assumed, incorrectly, that the production numbers were accurately analyzed.
We did have concerns about the whole project and tried to communicate. Between September 7, 2022 and November 21, 2022, there was no response to three emails sent to the reps *** email address. On November 21, 2022, our message was Undelivered Mail Returned to Sender. There was no response from the local *** phone number. After several calls to the ************ we learned that that rep no longer worked for them, but we were able to meet with another local sales rep. We urgently requested that he come to our house to clarify progress on the project here. We discussed a lot of details. Any site inspection at that time should have noted the tree situation. ****** continued and support in **** told us that they dont know what happened to the second rep, who did not respond to several calls and texts. The system was activated on January 15, 2023.
*** should compensate us for over-selling what the system can produce. *** has acknowledged the over-sell by providing an adjusted projection of production rate that is significantly lower than the original projection, which renders the system not worth what they are charging us. It is at a rate/cost we would have rejected had it been first proposed.
Sincerely,
*********************Business Response
Date: 03/25/2024
As stated in the welcome call and the signed Home Improvement Contract (HIC), Blue Raven Solar does not guarantee anything promised by the sales representative, who is an independent contractor, except for what is included within the written agreement. The proposal provided to this customer was contingent on the removal or trimming of the tree in the front yard, which is also addressed within the **** Notably, a homeowner cannot move forward with the solar process until a welcome call has been completed and a the homeowner has verbally confirmed on a recorded line that they understand the information provided on the call.
Furthermore, Blue Raven Solar cannot guarantee responsiveness from sales representatives. Consequently, at the beginning of the process, a welcome email is sent to the homeowner with all necessary contact information for our corporate office, should they have any concerns that need to be addressed promptly. Furthermore, the corporate office continues to reach out to the customer through various communication methods throughout the process to make sure they are kept in the loop.
Lastly, the homeowner's installed system is capable of producing the amount specified in their proposal. However, it is currently limited due to the large tree in the customer's front yard. Although, while we are not contractually obligated, Blue Raven Solar has offered to help coordinate tree trimming to resolve this issue. However, the customer has not been willing to do so.
Customer Answer
Date: 03/29/2024
Complaint: 21328222
I am rejecting this response because:BRS refers to a "welcome call" that we, the homeowners, do not recall. We respectfully request to hear an unmodified audio of the "welcome call" in which we agreed to remove our tree.
Our understanding was that the system was not contingent on removing the tree. The August 3, 2022 message from ********************************** states that "This layout gives you the best performance possible for your home based on the direction and pitch of your roof planes, shading, obstructions, and local building requirements per code....". It does not say anything about specific tree shade interference. It was BRS's mistake to apply the "material assumptions" phrases that would have required tree removal without specific notification.
Unfortunately, we have learned from a friend, it is known that some solar companies quote as if there is no shade to make it seem like solar will be awesome, even when the home is in a forest. If they offer a guarantee of production, they have a clause that says any shade voids the guarantee. Basically, the warranty is voided before it starts. We thought Blue Raven Solar was less deceptive than those other companies.
With today's technology and superior solar software, it is hard to understand how BRS's shade analysis, their professional engineers and representatives, could not immediately decipher the shade problem and notify us, the customer, at the time of the proposal.
We thank BRS for offering to help with tree trimming. The tree was already trimmed for it's health and safety reasons prior to signing up for solar. Removing the tree would entail enormous disruption to the drainage, driveway, landscaping and possibly foundation of the house. The cost would be at least thousands of dollars and shading from street side trees most likely would still reduce the high production number of 8514 kWh.
Sincerely,
*********************Business Response
Date: 04/08/2024
Blue Raven Solar is pleased to offer a copy of the customer's welcome call. To obtain the recording, the customer can contact us directly at *********************************** However, it is important to note that while the tree is not specifically mentioned in that call, it is emphasized that Blue Raven Solar does not guarantee any promises made by the sales representative, but rather stands by what is outlined in the written agreement.
The customer refers to their final design, which is contingent upon the removal or trimming of the tree. Although the tree is situated where the panels were intended to be placed, the customer did not express any concerns about the design but approved it without mentioning the tree.
Despite this, Blue Raven Solar has remained committed to honoring our 2-year production guarantee. As a result, we have provided monetary compensation to the customer for any lost production caused by the shading from their tree. Furthermore, we have offered to trim the tree to ensure optimal performance of their panels. We have also assessed the other trees located in front of the customer's home and determined that they will not obstruct the panels from producing within their estimated capacity.
Customer Answer
Date: 04/13/2024
Complaint: 21328222
I am rejecting this response because:We have received and listened to the recording of the "Welcome Call". The audio quality isn't very good and neither of us recognizes the respondent's voice as ***'s. The answers are mostly monosyllabic, and there is one factual error: The final question was if this property is in an HOA and the response was "No", when in fact it is in an HOA.
The BRS policy is to not be responsible/accountable for statements made by a sales representative and yet a proposal was developed based on the sales person's statement that the tree would be removed. We did not make that statement and no effort was made to contact us directly for such confirmation.
In our proposal, we received an aerial view/image titled "PROPOSED LAYOUT". It shows the layout and arrangement of the panels on our roof that we approved. BRS should have identified this as a "shade report" or shade study/analysis. We have just learned from another BRS consultant that transparent "green circles" in this image are the "shade report". And, yes, the tree in front of our house has no "green circle". Does that mean the tree was removed? The tree and its branches are still there. There is no key to this image, no explanation.
This exchange has been unsatisfactory and has gone in circles. Early in our complaint a customer support person offered to have the tree removed for us and $500.00 for loss of production per BRS warranty. We have not received the $500.00. We will now accept that offer and the cash equivalent of the cost to remove the tree, grind out the ***** and roots and haul all away, plus the cash equivalent of necessary repairs to the walkways, driveway, and one half of the front yard. Please let us know if this is an acceptable resolution to the dilemma.
Thank you very much.
Sincerely,
*********************Business Response
Date: 04/19/2024
At the beginning of the call, our representative asked if the customer on the line was *******************************, the individual who signed the contract. The customer confirmed that they were indeed *******************************. This verbal verification was sufficient for the rest of the call to proceed. It should be noted that this call is conducted as a courtesy, since the Home Improvement Contact was already signed.
As previously stated, the proposal was made with the assumption that the customer would cut or trim the tree in front of their home. Otherwise, the customer's home would not have been a good candidate for solar due to shading from this tree. It was reasonable to assume that the customer would be willing to trim or remove the tree for greater sun exposure if they wished to proceed with a solar installation.
Blue Raven Solar has fulfilled all contractual obligations to the customer. Since the lack of production is due to tree shading, Blue Raven Solar cannot be held responsible according to our shading clause, section 17, in the Home Improvement Contract. However, out of good faith, we offered a $500 payment to reimburse the customer for any lost production they may experience during their 2-year production guarantee window.
Furthermore, in continuing good faith, Blue Raven Solar offered to trim or remove the tree to address the customer's concern. The customer's request for monetary compensation alone does not provide a solution; it merely seeks additional funds without addressing the underlying issue. This would only offer a short-term fix. Blue Raven Solar remains committed to helping the customer resolve their long-term production issues by trimming or removing the tree. However, if the customer chooses not to accept this offer, we will consider the $500 reimbursement as sufficient.
We will be following up on the $500 payment and have it resent. A tree removal company will also visit the customer's home this weekend to gather a quote, which we will proceed with if the customer decides to accept the offer.
Customer Answer
Date: 04/25/2024
Complaint: 21328222
I am rejecting this response because:We want to make it clear that a $500.00 payment is NOT the final resolution to this situation, nor is cutting and removing the tree acceptable.
Sincerely,
*********************Business Response
Date: 04/29/2024
Blue Raven Solar has exceeded our legal obligations in order to provide a more positive customer experience. Although not mandatory, as a gesture of good faith, we offered compensation to the customer for potential production loss caused by tree shading during our 2-year production guarantee. Furthermore, we extended an offer to cover the cost of trimming or removing the customer's tree, providing a long-term solution to their shading issue.
In response to the customer's latest rejection, wherein they requested monetary compensation equivalent to the tree removal, we did not intend to comply as it does not offer a lasting resolution. However, we arranged for a contractor to assess the cost of the work so that we could understand the expense involved. Unfortunately, upon the contractor's arrival at the customer's home, they were met with hostility and were unable to provide a quote.
It is evident that the customer is not interested in any of the solutions offered by Blue Raven Solar, despite our good-faith efforts. As the customer is uncooperative, we will ensure that the $500 compensation is processed and sent promptly, and we will conclude our attempts to reach a mutually agreeable solution. Additionally, we kindly request that the BBB close this complaint.
Customer Answer
Date: 05/02/2024
Complaint: 21328222
I am rejecting this response because:We have also been looking for some common ground to be compensated for this problem. I was not the person who encountered your tree removal contractor, but both parties have said that it was not a "hostile" exchange.
Sincerely,
*********************Initial Complaint
Date:02/14/2024
Type:Service or Repair IssuesStatus: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.
Still have NO solar usage and it has been almost a year since I signed the contract. I've been doing all the foot work on most of this project. No one calls each and no communication from them.
Everyone keeps passing off the responsibility of actually getting this project done.
I've also missed days of work for these guys to schedule appointments but no one shows up. Then when I call about it, no one can" get ahold of the techs."
The tech department is always in a meeting no matter what time or day you call.
They don't need to be in Utah and trying to operate out in Michigan. Nothing is getting done or lack of straight communication with each other or the customerBusiness Response
Date: 02/23/2024
The customer began their solar project on 5/20/23. Due to working with various entities, the project took longer than originally anticipated, though it was never requested that the customer take any responsibility for the project. The permitting process with the city initially took 4 months. Then, after the installation, we learned that our electrical permit was never properly filed by the city, despite submitting it on 3 separate occasions. This prolonged the time that the city inspection took to pass. However, once completed, we got the necessary documents submitted to the utility provider for their inspection. The first utility inspection did not pass as the utility company was unable to turn on the system, so it was necessary for us to send a technician out beforehand. For the missed appointments that took place due to our technicians, necessary management has been made aware of the issues to ensure they were addressed. Additionally, compensation has been requested for any payments the customer had to make while their solar project was not operational. As of now, all inspections have been passed, and the customer is able to turn on their solar system. Depending on their preference, our Support team has sent them instructions on how to do so, but we will also be happy to schedule a technician to come out and take care of it. To schedule that visit, we ask that the customer contact our Customer Support team at ###-###-####, as they will be best suited to answer any future questions the customer may have.Customer Answer
Date: 02/26/2024
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,
**** ********
Blue Raven Solar, LLC is BBB Accredited.
This business has committed to upholding the BBB Standards for Trust.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.