Complaints

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:08/23/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 9, 2022 I entered into a contract with Greenbrilliance to install a solar panel system in my property for a total cost of $54,075.00 which included a master panel upgrade (***) in the detached garage that will cost $3,330. I purchased the system because I wanted the security of knowing that during power failures, I will continue to have electric power if ************************ is having a power outage. After a 2 years delay, on Jun 2024, Greenbrilliance began the system installation and at the end of the solar panel installation I noticed the *** was not done and after 3 calls & 2 emails to the company I was told that Prince ******* County (PWC) changed the rules and a *** is no longer needed. Additionally, I learned that the system will not function if power from the grid is not available. After this conversation, on 7 Aug 2024, I scheduled an appointment with the PWC Solar System installation inspector. The inspector informed me that after a careful review of the submitted plans an *** upgrade was never needed and at no time the *** upgrade was requested.On 9 Aug 2024 I sent Greenbrilliance an email requesting we complete the system installation where I get a system that will provide the protection I requested. I think that I have been very patience, and I have waited long enough. I told them that I would like to have a successful solar system installation, and I am willing to work with their team to make that possible. I want a system that will continue to function if the power grid is temporarily unavailable.

  

  Business Response

  Date: 12/19/2024

  Dear Better Business Bureau,
  
  
  
  
  We appreciate the opportunity to address the concerns raised by Mr. ******* ************ regarding his solar panel system installation.
  
  
  
  
  Project Timeline and *** Upgrade:
  The original agreement dated May 9, 2022, included a Master Panel Upgrade (***) in the detached garage, priced at $3,330, based on initial project assessments. During the planning and permitting process, it was determined that the *** was not necessary. This was confirmed by Prince ******* County. To address this, we have offered to deduct the *** cost from the final payment balance, reducing it from $10,815 to $7,515.
  

  System Capabilities:
  The installed system is a standard grid-tied photovoltaic system, as explicitly outlined in the signed contract. This type of system is designed to operate in conjunction with the utility grid and does not function during power outages unless paired with additional components such as battery storage, a specialized inverter, and a transfer switch. We regret any misunderstanding and have provided a detailed technical explanation to clarify the limitations and capabilities of the installed system. 
  

  Current Status and Revised Contract:
  We sent the customer a revised contract reflecting the adjusted payment terms and offered to complete the installation promptly upon receiving the signed agreement. However, as of now, the revised contract has not been signed. Although the system has already been PTOed.
  

  Commitment to Resolution:
  We remain committed to resolving this matter in a fair and professional manner. However, without the signed agreement, we are unable to move forward with the next steps, including system activation. We have communicated this to the customer and await their cooperation to finalize the process.
  
  
  We look forward to the customers response and remain available to address any further concerns or questions.
  
  
  
  
  Thank you for your time and attention.
  
  
  
  
  Best regards,

• Initial Complaint

  Date:05/12/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint against Green Brilliance, a solar panel installation company.On September 2022, I entered a contract with Green Brilliance for the installation of solar panels on my home for a total cost of $65,000. The financing for this project was secured through *******. The installation was completed in June 2023; however, the solar panels have never functioned properly since installation.Despite contacting Green Brilliance on numerous occasions (over 100 phone calls and 16 emails), they have failed to address the issue or provide any tangible solutions. Their responses have been dismissive and unproductive.This situation is unacceptable. I am now paying for non-functional solar panels that were promised to generate energy and reduce my electricity bills. Green Brilliance's lack of responsiveness and disregard for my concerns is a serious breach of contract and consumer trust.I urge the Better Business Bureau to investigate Green Brilliance's business practices and hold them accountable for their misconduct. I request that Green Brilliance be required to:Repair the solar panels to ensure they function as promised in the contract.If repairs are not possible, remove the solar panels from my roof at their expense.I have attached a copy of the contract and communication records with Green Brilliance for your reference.Thank you for your time and attention to this matter.

  

  Business Response

  Date: 12/19/2024

  Dear Better Business Bureau,

  
  We appreciate the opportunity to respond to ***************** concerns regarding his solar panel system installation. Below is a detailed explanation of the situation and the steps GreenBrilliance has taken to address his issues.
  
  
  
  
  Decision to Proceed with Installation:
  The customer was informed before installation that transformer upgrades were pending. At the time, Mr. *** chose to proceed with the installation to secure the favorable interest rate associated with his financing through *******, as his credit approval was set to expire. This decision was made with the customers full awareness of the situation.
  

  Installation Timeline and Delays:
  The solar panel system installation was completed on June 20, 2023. However, delays in obtaining interconnection approval, meter changes, and the Permission to Operate (PTO) letter occurred due to the transformer upgrades that was required to this project, which fall under the purview of *****, the utility provider. Unfortunately, these delays were beyond GreenBrilliances control, but we actively followed up with PEPCO to expedite the process.
  

  System Activation and Pending Steps:
  The system was activated  on June 21, 2024. ***** completed the necessary transformer upgrades on May 21, 2024. Then we proceeded with the final inspection. the *** was granted on June 10, 2024, we promptly finalized our process and informed the customer,however he did not turned on the system until June 21, 2024.
  

  Customer Communication:
  We acknowledge Mr. ***s frustration and sincerely apologize for any inconvenience caused. It is important to clarify that we had not received any emails or calls from Mr. *** since June 2023 until very recently when he forwarded communication exchanged with *******. It seems that most of his attempts to address these issues were directed to Sunnova rather than GreenBrilliance. However, we were fully engaged in resolving his concerns and have reached out to him multiple times, leaving voicemails and requesting a callback.
  
  
  We remain committed to ensuring that Mr. ***s system is fully operational. 
  We apologize for any misunderstanding or miscommunication during this process. GreenBrilliance has worked diligently to address the customers concerns to resolving this matter fairly and professionally, ans system is activated. 
  
  
  
  
  Best regards,

• Initial Complaint

  Date:04/22/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Green Brilliance installed our Solar system for our house. The inverter failed in November of 2023, we discovered this in April 2024. The system was supposed to be monitored but we were never informed that the system was not operational. I contacted Green Brilliance the week of April 08 to 12 (I do not know the exact date) to report the outage. I think on April 12 the manufacturer of the equipment, SolarEdge mailed us a replacement inverter to our house. I notified Green Brilliance the inverter has been delivered but they have refused to send a technician out to install the new inverter. I have attempted to schedule a date for the installation but they refuse to provide me with an installation date. Green Brilliance claims the responsibility for the installation falls on SolarEdge, they have provided me with multiple phone numbers for SolarEdge but no one answers the phone. Once of the phone numbers states SolarEdge does not perform installations they only provide equipment. Our contract for support is with Green Brilliance, we want Green Brilliance to honor our contract and install the new inverter that is located at our house.

  

  Business Response

  Date: 11/25/2024

  Dear ****** *******,
  
  Thank you for bringing the matter to our attention. We really appreciate the opportunity to address the issue raised in your recent communication regarding customer ***** **********, located at - ****************************************************************************** -.
  
  We have thoroughly looked over the concern and outlined our resolution process. Below is the timeline of actions we took to ensure a swift and effective resolution; please find attached the communication between our team and Mr. ********** and screenshots of his solar system monitoring dashboard, for reference.
  
  
  Timeline and Actions:
  
  1. Acknowledgment and Initial Review
  
  Date: 4/5/2024
  We received a call from Mr. ***** ********** reporting an issue with his solar system.
  
  Action: We reviewed the complaint details and verified the specifics with our team. Based on the findings, we implemented corrective actions to fix the issue. This included sending a replacement inverter to the customer. We initiated the process with the inverter manufacturer,  SolarEdge,to fix the issue with the solar inverter. ********* opened a ticket to RMA the inverter and scheduled the service through their *****************************
  We acknowledged the issue, and our customer service team contacted the customer to apologize for the inconvenience and discuss the resolution and process to resolve the issue.
  
  Responsible Party: GB **************** Team and Technical Support Team
  
  2. Resolution Implementation
  
  Date: 4/16/24
  The customer notified us they had received the replacement inverter shipped by SolarEdge.
  
  Action: We communicated with SolarEdge and confirmed that the customer had a new inverter and that the service could be scheduled immediately. *************************** communicated directly with the customer to coordinate the service and repairs.
  
  Responsible Party: ***************************
  
  Date: 4/24/24
  SolarEdge notified us that they had made several attempts to reach the customer to schedule the service, but they had yet to hear back, and the service ticket would be closed.
  We asked that the service ticket be kept open until we could contact the customer and help them coordinate service.
  After speaking with the customer, we learned that *************************** has not communicated with them regarding the service schedule.
  
  Action: We coordinated the service and confirmed the appointment with the customer and SolarEdge for 4/25/24. We also scheduled a follow-up call with the customer to review the service process, but unfortunately, he was unavailable. As the customer asked, the call was rescheduled to 4/29/24.
  
  Responsible Party: *************************** and GB **************** Team
  
  
  3. Service Completion Customer Follow-Up
  
  Date: 4/29/24
  
  Action: Unfortunately, the customer wasn't available for the follow-up call. We emailed the customer to ensure their satisfaction with the resolution and confirm that no further issues remain, but we did not receive a response from the customer.
  
  Responsible Party: GB **************** Team
  
  Date: 5/6/24
  
  Action:  We followed up with the customer to ensure their satisfaction with the resolution and confirmed that no further issues remain.
  
  Date: 5/7/24
  The customer replied, expressing concerns regarding the product's lifespan and the maintenance of the solar system.
  
  Action: ******** Customer manager contacted the customer by phone. During the call, the customer expressed frustration with the service process and timeline. The customer discussed his concerns regarding the systems maintenance responsibilities.
  
  Responsible Party: GB **************** Team
  
  
  4. Case Resolution
  
  Date:5/9/24
  
  Action: ******** Customer manager contacted the customer via phone. After reviewing the customers concerns, we understood that the customer was confused due to miscommunication. We followed up via email. We responded with a detailed explanation, clarified the customer's maintenance responsibilities, and reiterated our responsibilities. We acknowledged and sympathized with the customers concerns regarding communication and scheduling issues with the inverter manufacturer, *********, and reassured the customer of our commitment to fulfilling our warranty obligations and addressing any issues that may arise. Lastly, we reiterated our promise to our customers to provide the highest level of service and ongoing improvement in our operations.
  
  Responsible Party: GreenBrilliance Team
  
  Date:7/1/24
  
  Action: We monitored the solar system operations for two months, during which time the SolarEdge monitoring system did not report any issues or alerts. The issue has been resolved, and the case is closed.
  
  
  
  Fortunately, we have not received any communication from the customer regarding this complaint or any other issue. We request that the BBB review the above information and note that this case is resolved and closed.
  
  

• Initial Complaint

  Date:02/16/2024

  Type:Sales and Advertising 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 solar panel contractor, GreenBrilliance, has ignored my requests for a $4500 refund for services not rendered. I have sent emails to the service team stating my grievances & concerns about incomplete work & responsible parties. From the beginning, I was provided conflicting info between team members. GB sent my permit paperwork to the wrong borough & missed information on the forms; this caused long delays. They would schedule times for interior inspections or work without discussing availability with me beforehand. As a result, work orders had to be canceled & reapplied for - adding more time. The contract started in July '22; the unconnected solar panels were installed in Feb '23; my loan payments started in April '23; the panel *********** were not upgraded to 200amp until Aug '23; my request for reimbursement of services not rendered started in Sept '23; & the panels were not functional until Feb '24. I contacted the loan company to state that the panels were not functioning. According to them "the loan starts when the panels are installed. Not when they are active," which means GB got paid well before their contract requirements were met. My connection with GB started through the website energysage.com where I received the original quote on behalf of Greenbrilliance. The quote included a battery storage system for the solar panels by Generac. I was provided an Enphase system that didn't include the battery storage. After asking their care service if the entire system was provided (since there was no walk through or explanation of installed parts and how to maintain them by their electrician) they admitted that they do not get all of the information from their quote website & do not use Generac because "they had bad installation experiences with them." ******************* from Greenbrilliance tried to offer me the battery storage recently as of Jan 24, '24 but it was an additional $17,500 on top of the already active loan of $22981; exceeding the original quote.

  

  Business Response

  Date: 03/29/2024

  To whom it may concern,

  We have successfully resolved the reported issue concerning the roof leak.

  In regard to the requested settlement, our legal team is reviewing the details and will provide a response upon completion.

  Thank you.

  Customer Answer

  Date: 04/21/2024

  The original complaint was not resolved. My lawyer and I are going to litigation regarding this issue and Green Brilliance refuses to acknowledge their negligence in meeting customer needs.

• Initial Complaint

  Date:11/21/2023

  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.

  Company installed the solar panels on my property at ** ***** ****** *** in DC 20001 and I had a house fire in February 2019 and I need them to assess damage to the system. They made me pay a fee to assess the system and then took pictures of the system and told me it looks ok, but the house did not have power so they were not able to conduct actual testing on the system. I had told them several times that the property did not have power and so I assumed they had special equipment (ex: generators, etc) to test the functionality without power. I now have power at the site and I am trying to reschedule this site assessment survey and they have been unresponsive to emails and phone calls. I havent received a response from email in the last 3 weeks. I am on a timeline with the insurance company to address all damages within a year or I do not get reimbursed, so I need this company to respond and schedule a site survey.

  

  Business Response

  Date: 12/12/2023

  **************** initially reached out to GreenBrilliance on 9th March 2023, and since then we are on top of responding to him, on every step we are taking. Since the homeowner of this property of different, we had to initiate warranty transfer process, which was executed successfully on 2nd May 2023. We then schedule a visit at his property on 16th May, but there was no power, hence we had to come back with no resolution. On 28th Oct 2023, customer reached out to us again as the power was back ON, and we worked on schedule to visit his place, we gave him 19th Dec 2023 for visit, as customer wanted after 18th Dec., but we haven't heard back from him since 29th of Nov 2023.

  Customer Answer

  Date: 12/14/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and after a few weeks of no response from the company, I have been successful in obtaining an appointment for 12-19-23 and have no further issues at this time. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:11/03/2023

  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 in 2021. Now recently, we have had roof leaks. We contacted the solar panel company, and they advised that if it is their fault they are willing to pay and take care of the issue. However, if it leak is not due to the installation, they would not cover anything and also charge us $13,000 to take the panels off. They are not willing to come out and look and assess. We contacted our home home owners insurance, and they advised it could be due to one of the panels not being properly secure via word of mouth. However, the report we received from them did not state any details of the cause of the issue. I have even attempted to contact the contractor that Liberty Mutual used to get an explanation, and I have not received a call or email back from them either. Therefore, I do not know what is the cause. So now, we are stuck with trying to decide how to proceed with fixing what could be a minor issue. The company is Green Brilliance.I do not recall the price of the panels but we are still paying on them monthly at this point.

  Customer Answer

  Date: 03/21/2024

  Here is a copy of the contract, the warranty is toward the end of the document. 

  Customer Answer

  Date: 03/21/2024

  I forgot to add this the first time. This is a roof inspection report we got done after the solar panel company attempted to fix our roof. It states the work done was not proper, and also states our roof was not in good condition to receive panels. 

  

  Business Response

  Date: 03/29/2024

  To whom this may concern:

  ******************* initially did not report a leak directly to us but notified us that she had already reported the issue to her insurance company following our solar installation. When requested to provide pictures and videos of the leak, she stated she could not as she had a scheduled visit on 10/16/2023 and only after that the report would be shared with us.  
  
  ******************* reached out to us concerning roof and damage repairs. We clarified to ******************* that the leak was not caused by the solar installation but by changes in the roof's condition. We emphasized that the roof was in good condition at the time of installation, meeting the required standards. Later, ******************* engaged an independent roofer who conducted a new inspection and provided a report claiming the roof was unsuitable for installation. Allegations were made that we were aware of this and caused additional damage during installation. 
  

  We maintain that the roof was in good condition at the time of installation, and we are not liable for her expenses, including roof repair. 

  Thank you.

• Initial Complaint

  Date:08/22/2023

  Type:Order 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 signed a contract to put solar panels on my house with this company, GreenBrilliance, and paid them a $500 deposit and a $4,630 down payment. Then, the sent me a form asking me to sign away the warranties to my existing solar panels, which I did not want to do, and was not informed that I would have to do. So I requested my money back and now they won't return my emails after months of requests. I am happy for them to fulfill the contract, and install the panels, but not at the expense of my existing panels. Or return my money. They can't break the contract, not install panels AND keep the money. Any help you can provide would be much appreciated. Thank you!

  Customer Answer

  Date: 08/25/2023

  The business agreed to reimburse me, so I would like to drop this complaint.  But letting them know I filed it helped me get my money back!

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

  Customer Answer

  Date: 08/29/2023

  The business agreed to reimburse me, so I would like to drop this complaint.  But letting them know I filed it helped me get my money back!
  
  ***********************

• Initial Complaint

  Date:08/04/2023

  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.

  Name of company that complaint is filled against: GreenBrilliance LLC Reason for compaint is: System stop working more than two months ago causing me to incur increase in my electric bill cost. I am paying the full electric bill now and for solar system bill which is the cost of the solar system that currently not working. Date of transaction system was installed late April 2022. System was stopped working on May 19, 2023 this year. It has been more than 2 months since this system produced solar energy. I am seeking an billing adjustment for those more than two months of this system not working.

  

  Business Response

  Date: 11/06/2023

  To whom it may concern,

  We wanted to provide you with an update concerning the complaint filed by **************************

  We have taken the proactive step of setting up an online solar PV monitoring account for the customer, which grants them access to monitor their system's performance and energy production. This account is configured to automatically send email notifications in the event of nonperformance or other issues, allowing the homeowner to stay informed about their solar system's status. It is essential to note that the efficacy of this alert system is contingent on the performance and responsiveness of the monitoring application provided by *********. While we make every effort to ensure timely and accurate notifications, we cannot guarantee the performance of third-party applications.

  To ensure the optimal performance and maintenance of their solar system, we encourage the customer to actively monitor their system regularly. If they ever detect any issues, errors, or have concerns about their system's performance, please do not hesitate to contact us. Our team is readily available to assist and promptly address any issues that may arise.

  It is important to mention that the system experienced an inverter communication issue, which was a manufacturer-related failure and, unfortunately, beyond our control.  We understand the inconvenience this may have caused. If the customer is seeking compensation or reimbursement for associated costs, we recommend that they reach out directly to *********. They will be best equipped to provide information regarding their policies and procedures for addressing such situations.

  Sincerely, 

  GreenBrilliance LLC

  

  Business Response

  Date: 11/07/2023

  From: ***************** <*********@greenbrilliance.com>
  Date: Mon, Nov 6, 2023 at 8:23 PM
  Subject: Resolution Update - BBB Complaint ID #******** - *************************
  To: *******@mybbb.org <*******@mybbb.org>, ******@mybbb.org <******@mybbb.org>
  Cc: ***** ********** <****************@greenbrilliance.com>, ***** ***** <*****@greenbrilliance.com>
  

  
  
  

  Dear ****** & *****,

  
  

  We wanted to provide you with an update concerning the BBB complaint filed by **************************

  
  

  Our Technical Support team has verified that the customer's solar system is fully operational, actively generating energy, and displaying no error alerts, as evidenced by the images provided below. Furthermore, we have confirmed with ********* that the system is performing and reporting data to them in a regular manner.

  
  

  If the customer has concerns related to the ********* application, we kindly advise them to reach out directly to *********, as we are not the developers of the application.

  
  

  We have taken the proactive step of setting up an online solar PV monitoring account for the customer, which grants them access to monitor their system's performance and energy production. This account is configured to automatically send email notifications in the event of nonperformance or other issues, allowing the homeowner to stay informed about their solar system's status. It is essential to note that the efficacy of this alert system is contingent on the performance and responsiveness of the monitoring application provided by SolarEdge. While we make every effort to ensure timely and accurate notifications, we cannot guarantee the performance of third-party applications.

  
  

  To ensure the optimal performance and maintenance of their solar system, we encourage the customer to actively monitor their system regularly. If they ever detect any issues, errors, or have concerns about their system's performance, please do not hesitate to contact us. Our team is readily available to assist and promptly address any issues that may arise.

  
  

  It is important to mention that the system experienced an inverter communication issue, which was a manufacturer-related failure and, unfortunately, beyond our control.  We understand the inconvenience this may have caused. If the customer is seeking compensation or reimbursement for associated costs, we recommend that they reach out directly to SolarEdge. They will be best equipped to provide information regarding their policies and procedures for addressing such situations.

  
  

  We sincerely appreciate your attention to this matter and kindly request confirmation of the closure of this complaint.

  
  

  Sincerely, 

  
  

  ****|Customer Relations Manager at GreenBrilliance LLC

  ******************************************************************************************;    Ph: **************

  Customer Answer

  Date: 11/17/2023

  I am writing to express my frustration with the outcome of my complaint against Green Brilliance LLC. Despite my efforts to resolve the issue, I am still waiting to receive an acceptable response from your company, and as a result, the BBB has closed the complaint. I am disappointed with how this case and others have been handled, and I am left feeling that the BBB is nothing more than a publicity stunt. The big companies like ***** and Solar Companies can get away with treating their customers poorly. Ie. ***** unnecessarily withheld my billing statements for nearly a year, then came up with the most unprofessional excuse of why and saddled me with over $1200 plus in electric bills. BBB rides with any explanation given and closes the case. Pathetic, to say the least. Then fake Solar Companies sell junk systems to hardworking people, saddling the customer with debt paying for trash solar systems. No matter who you contact, they are all the same: just a bunch of do-nothing companies that claim to be for the people. This is just nonsense. Anyway, all this is causing hardship for me and my family. Mostly, BBB does nothing to hold them accountable. The feedback I have received from the BBB has been generic and unhelpful. I am left with the impression that the BBB is not a practical resource for consumers to seek justice. Therefore, I have decided not to waste any more time contacting the BBB in the future. 

  V/r

  *******

  Customer Answer

  Date: 11/20/2023

  The BBB is all BS, and you know it so stop wasting people time with this nonsense response.  There is reason for all the toxicity that goes on in this country and that because YOU got fake *** business like this claiming TO expose bad business practices but in reality, you just as bad as the complaints that people report about all these dirty ass businesses.  **** is sick and is the reason that so many crimes occur daily.  

• Initial Complaint

  Date:07/19/2023

  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.

  Solar panels under warranty have produced a leak in our roof that requires repair. Roofers have come to confirm that this is in fact a solar panel issue. Green Brilliance is actively ignoring the issue as the damage from the leak continues to mount. We have sent them pictures and the original contract to show proof of warranty. They ignore our emails and appear to be now screening our calls. The only action theyve taken is to demand $500 up front for a Site Inspection. Entirely counter to home repair industry standards (roofers inspected for free) and coming with no guarantee of repair. Its reached a severe state as our roof continues to deteriorate due to their illegal inaction.

  

  Business Response

  Date: 11/06/2023

  To whom it may concern,
  
  We wanted to provide you with an update concerning the BBB complaint filed by **************************  
  
  On Friday, October 20th, we clarified our service warranty in relation to the installation of the solar system in depth with ****** & **************************  We clarified that our warranty is designed to cover any damage or maintenance issues that may arise as a direct result of the installation process. This means that we guarantee the system is correctly installed and will perform as expected. If any issues arise due to an error on the part of our installers, the customer will be fully covered for any necessary repairs or maintenance.
  
  Additionally, we informed the customers that should the customer choose to uninstall the solar system at their own discretion, there will be a fee associated with this service. Once we receive confirmation of their payment, we'll work with them to coordinate a suitable date for the uninstallation process. All equipment that is uninstalled will remain in their possession, allowing them to decide how to manage it from that point forward. Also, we informed the customer that it's important to note that the uninstallation of the solar system does not fall under the scope of our workmanship warranty.
  
  Additionally, we reviewed an email from our Operations Manager, *****, dated October 16th. In this correspondence, ***** clarified that the ongoing issue of a roof leak is unrelated to the installation of the solar system. In light of this clarification, if the customer still wishes to proceed with the uninstallation, we can promptly furnish them with an invoice for the associated fee once they confirm their decision.
  
  During our most recent visit to the customer's property, we conducted a thorough examination and confirmed that our installation team did not discover any damages when they reinstalled the panels after the roofer had performed the necessary patching at the mounts. Subsequently, when the customer reported a leak after the reinstallation, our team visited the site and found that the patches had been damaged. They promptly sealed them. Our crew informed us that the leak was beneath the panels but was not caused by the solar panels themselves. ***** shared pictures of these patches after the reinstallation, showing no damage, and pictures were taken when the crew came to inspect the leak, revealing damaged patches, possibly due to squirrels.
  
  Previously, we provided the customer with images illustrating squirrel bites on the wiring and recommended the installation of a squirrel guard, an option the customer has not chosen. We strongly suspect that the roof patches are once again being damaged by squirrels.
  
  Thank you for your attention to this matter, and we look forward to receiving confirmation of the closure of this BBB complaint.

  Sincerely, 

  GreenBrilliance LLC

   

  

  Business Response

  Date: 11/06/2023

  Date Sent: 11/6/2023 4:00:32 PM
  To whom it may concern,
  
  We wanted to provide you with an update concerning the BBB complaint filed by **************************  
  
  On Friday, October 20th, we clarified our service warranty in relation to the installation of the solar system in depth with ****** & **************************  We clarified that our warranty is designed to cover any damage or maintenance issues that may arise as a direct result of the installation process. This means that we guarantee the system is correctly installed and will perform as expected. If any issues arise due to an error on the part of our installers, the customer will be fully covered for any necessary repairs or maintenance.
  
  Additionally, we informed the customers that should the customer choose to uninstall the solar system at their own discretion, there will be a fee associated with this service. Once we receive confirmation of their payment, we'll work with them to coordinate a suitable date for the uninstallation process. All equipment that is uninstalled will remain in their possession, allowing them to decide how to manage it from that point forward. Also, we informed the customer that it's important to note that the uninstallation of the solar system does not fall under the scope of our workmanship warranty.
  
  Additionally, we reviewed an email from our Operations Manager, *****, dated October 16th. In this correspondence, ***** clarified that the ongoing issue of a roof leak is unrelated to the installation of the solar system. In light of this clarification, if the customer still wishes to proceed with the uninstallation, we can promptly furnish them with an invoice for the associated fee once they confirm their decision.
  
  During our most recent visit to the customer's property, we conducted a thorough examination and confirmed that our installation team did not discover any damages when they reinstalled the panels after the roofer had performed the necessary patching at the mounts. Subsequently, when the customer reported a leak after the reinstallation, our team visited the site and found that the patches had been damaged. They promptly sealed them. Our crew informed us that the leak was beneath the panels but was not caused by the solar panels themselves. ***** shared pictures of these patches after the reinstallation, showing no damage, and pictures were taken when the crew came to inspect the leak, revealing damaged patches, possibly due to squirrels.
  
  Previously, we provided the customer with images illustrating squirrel bites on the wiring and recommended the installation of a squirrel guard, an option the customer has not chosen. We strongly suspect that the roof patches are once again being damaged by squirrels.
  
  Thank you for your attention to this matter, and we look forward to receiving confirmation of the closure of this BBB complaint.
  
  Sincerely, 
  
  GreenBrilliance LLC

• Initial Complaint

  Date:06/29/2023

  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.

  1.March 29, 2023: I signed a contract with GB to put solar panels on my roof. 2.April 7: I sent GB $5,328 in deposit and submitted photos of my residence. During this time, GB responded immediately to my email. 3.April 10: ******************* from GB informed me that their Technical Team wants me to sign a new contract. *** said that “The reason for doing all this is because it will get things easier for us in terms of application paperwork. Everything is same, please sign when you can.” 4. April 11: I read the contract and realized that the contract was completely different, including: a. Lower production numbers b. Higher Payment c. New Cancellation Policy in GB’s Favor d. Longer Installation Time e. Deletion of the Warranty Clause that was Previous Negotiated. 5. April 11-May 8: I tried to communicate with GB and asked them to change back the terms. *** called me INCESSANTLY and lied about making changes when in fact, the changes were not made. He kept on trying to get me to sign the new contract, asking me to “trust him.” Finally, after a month of back and forth with no avail, I asked for a refund on May 8. This is when *** ****** started to ignore my emails. 6. May 15: Finally, *** gets back to and told me that they will return my money and that “the process will take 5-7 business days.” 7. May 24: I did not see my money after 7 business days, so I followed up with ***. *** told me that I will receive “my full money on 6/15” because GB “remit all of [their] expenses in the mid of every month” and asked me to “just wait for few more days.” 8. June 15: Since then, I continued to email, scheduled meetings, and call *** ******. I never heard back from he or anyone else in GB. As of Jun 29, 2023, I have not heard back from GB or received my deposit back. 

  

  Business Response

  Date: 11/06/2023

  To whom it may concern,

  On June 22, we issued check #***** in the amount of $5,328.00 to ***************, as documented. The attached image serves as clear evidence that the check was indeed cashed or deposited into her account.
  
  We sincerely appreciate your attention to this matter and kindly request confirmation of the closure of this Better Business Bureau complaint. 

  Sincerely,

  GreenBrilliance LLC

  

  Business Response

  Date: 11/07/2023

  From: ***************** <*******@greenbrilliance.com>
  Date: Mon, Nov 6, 2023 at 6:48 PM
  Subject: Resolution Update - BBB Complaint ID# ******** - ***************
  To: *********@mybbb.org <*******@mybbb.org>, ******@mybbb.org <******@mybbb.org>
  Cc: ******************* <****@greenbrilliance.com>, ***** ********** <****************@greenbrilliance.com>
  
  Good evening ****** & *****,
  
  We wanted to provide you with an update concerning the BBB complaint filed by ****************  
  
  On June 22, we issued check #***** in the amount of $5,328.00 to ***************, as documented. The attached image serves as clear evidence that the check was indeed deposited into her account.