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:04/07/2023

  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.

  I am the owner of the property located at *******************************, NW Washington, DC. Pursuant to a contract dated March 23, 2022, GreenBrilliance completed the installation of a solar system on July 5, 2022. Unfortunately, since day one, the system has not worked correctly. I have brought the malfunctioning of the system to the attention of representatives of GreenBrilliance and they have come out to the Property at least 5 times in an effort to resolve the issue. Only 25% of solar energy mentioned in the contract is being produced, when the power goes out the battery (system) does not kick in and the battery is set to 90% and not providing battery energy to the house. On February 7th, 2023 GreenBrilliance came out to solve all problems, but have not heard since. I have sent emails since, but no response.

  

  Business Response

  Date: 11/06/2023

  To whom it may concern,

  We would like to provide an update regarding the complaint submitted by **************************
  
  We have been actively engaged in the assessment of the system's issues, particularly with regard to the battery, with the support of *******. Our collaborative efforts are concentrated on gaining a better understanding of the situation and working towards resolving it. We are also exploring potential solutions to address any concerns raised by *****************
  
  In addition, we have taken the proactive step of sharing all relevant case details with our legal team. Their expertise and guidance will be instrumental in effectively managing this particular case and achieving the most favorable resolution.
  
  Our commitment to resolving this matter and ensuring the satisfaction of our customer, *************************, remains steadfast. If necessary, our legal team will establish communication with **************** or his legal representative.

  Sincerely, 

  GreenBrilliance LLC

  

  Business Response

  Date: 11/07/2023

  From: ***************** <*******@greenbrilliance.com>
  Date: Mon, Nov 6, 2023 at 7:37 PM
  Subject: Resolution Update - BBB Complaint ID #******** - *************************
  To: **************@mybbb.org <******************@mybbb.org>, **************@mybbb.org <*************@mybbb.org>
  Cc: ********************* <***************@greenbrilliance.com>, *** <******@greenbrilliance.com>, ***** <******************@greenbrilliance.com>, ******************************* <**************@greenbrilliance.com>, Legal <[email protected]>, ************************** <**********************>
  

  
  

  Good evening ****** & *****,

  
  

  We would like to provide an update regarding the complaint submitted by **************************

  
  

  We have been actively engaged in the assessment of the system's issues, particularly with regard to the battery, with the support of Generac. Our collaborative efforts are concentrated on gaining a better understanding of the situation and working towards resolving it. We are also exploring potential solutions to address any concerns raised by *****************

  
  

  In addition, we have taken the proactive step of sharing all relevant case details with our legal team. Their expertise and guidance will be instrumental in effectively managing this particular case and achieving the most favorable resolution.

  
  

  Our commitment to resolving this matter and ensuring the satisfaction of our customer, *************************, remains steadfast. If necessary, our legal team will establish communication with **************** or his legal representative.

  
  

  Sincerely,

  
  

  **** | Customer Relations Manager at GreenBrilliance LLC

  13655 Dulles Technology Dr. Suite 130, Herndon, VA 20171    Ph: **************

  Customer Answer

  Date: 11/09/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  See Attachment.  The problems have existing for over a year and as revealed by their response letter they have failed to take any meaning action to address the problems with the solar system.

  Regards,
  
  *************************

  

  Business Response

  Date: 11/13/2023

  Dear ****************,

  Thank you for bringing your concerns to our attention. We understand the importance of resolving issues promptly and to your satisfaction.
  
  To ensure we address your concerns thoroughly, we would like to reach out to you directly. Our team is committed to presenting a few tailored options that we believe will help find a middle ground and bring this matter to a satisfactory resolution.
  
  One of our associates will be in touch with you soon to discuss these options and work towards a solution that meets your expectations. We appreciate your patience and understanding as we strive to ensure your satisfaction.

  Regards,

  GreenBrilliance

  

  Business Response

  Date: 11/14/2023

  To whom it may concern,

  We have consulted with our Legal team and will reach out to the customer directly to presenting a few tailored options that we believe will help find a middle ground and bring this matter to a satisfactory resolution.
  

  Regards,

  GreenBrilliance

  

  Business Response

  Date: 11/27/2023

  From: ***************** <*****@greenbrilliance.com>
  Date: Tue, Nov 21, 2023 at 10:21 AM
  Subject: Re: Resolution Update - BBB Complaint ID #******** - *************************
  To: *******@mybbb.org <*******@mybbb.org>, ******@mybbb.org <******@mybbb.org>
  Cc: ***** ********** <****************@greenbrilliance.com>, Legal <[email protected]>, **** ** ******* <**@***************.com>, *** <***@greenbrilliance.com>
  
  
  Good morning ****** & *****,
  
  We would like to provide an update regarding the complaint submitted by **************************
  
  We looked into the performance of ******************** solar system to see if there were any technical issues adversely affecting the system or any of the components. Despite our best attempts and working directly with *******, there does not appear to be much we can do to change the performance of the system. Hence, we are finalizing a compensation plan for **************** and will be reaching out to **************** directly to present this plan soon.
  
  Warmest regards, 
  
  **** | Customer Relations Manager at GreenBrilliance LLC
  
  13655 Dulles Technology Dr. Suite 130, Herndon, VA 20171    Ph: **************

• Initial Complaint

  Date:04/05/2023

  Type:Customer Service 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 purchased solar panels from this company last year and have been making payments on them for 6 months or so. They are still not hooked to the grid and making power so I am paying for them and my electric bill. I should be refunded all payments until this is corrected and functional. When I contacted them they just say I need to email care@greenbrilliance. They are charging me for a service not being provided. ************** Is the main number I have for them.

  

  Business Response

  Date: 09/26/2023

  From: ***************** <********@greenbrilliance.com>
  Date: Mon, Sep 25, 2023 at 8:17 PM
  Subject: Resolution Update - BBB Complaint ID#******** - *** Web
  To: ***********@mybbb.org <*******@mybbb.org>
  Cc: ***** ***** <*****@greenbrilliance.com>
  
  Dear *****,

  
  

  We wanted to provide you with an update regarding the BBB complaint filed by *** ***.  **********'s solar system is fully active, producing energy, and free from any error alerts or issues, as substantiated by the images provided below.

  
  

  Thank you for your attention to this matter, and we look forward to receiving confirmation of the closure of this BBB complaint.

  
  

  Warmest regards,
  

  
  

   

  ****| Customer Relations Manager at GreenBrilliance LLC

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

   

   

• Initial Complaint

  Date:03/29/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  About a year ago, I paid GreenBrilliance $20,000 for solar panels. At one point, the panels stopped communicating, but continued to send power to the grid and ********. A few months ago, the same thing happened, and I assumed the panels were still working. Then I got a $200 electric bill and learned that the panels were not sending any power to the grid. Supposedly, GreenBrilliance can monitor this remotely, but they apparently did not notice. After much correspondence, including asking me to send a video of my breaker box (!!), they determined that a breaker was tripped. I tried to reset that and it would not, requiring their intervention. For many weeks now, they have done NOTHING! Meanwhile, their lack of action is costing me hindreds of dollars in charges from ********, so I am being injured by their lack of action.Note the following: (******************)To:******************************* + 2 more Details That 20 amp won't reset. Turned all off, still won't reset. Others did.No time delay, just won't reset.-----Original ********************** at GreenBrilliance <*******************************>To: ****************** <******************>Cc: ******************* <*********************************>; ********************* <***********************************>Sent: Wed, Mar 15, 2023 11:01 am Subject: RE: disconnected panels Good morning ********, I tried calling you earlier but got no response, and I could not leave a voicemail as your mailbox is full.Please follow our instruction below to reset your solar breakers. The breaker switch (red circled below) is in the OFF position. To be sure, please turn OFF ALL the solar breakers, then turn them all back ON, and this should fix the communication issue in your system. These are under full warranty! Please make GreenB repair my system ASAP and ask then to reimburse me for the charges by Dominion while their system has not worked.

  Customer Answer

  Date: 06/16/2023

  From: <******************>
  Date: Thu, Jun 15, 2023 at 4:34 PM
  Subject: ********
  To: [email protected] <[email protected]>
  
  System now working. No offer to pay for expenses incurred.
  
  Close file, please

  

  Business Response

  Date: 09/18/2023

  From: **** **** <****@greenbrilliance.com>
  Date: Mon, Sep 18, 2023 at 2:11 PM
  Subject: Resolution Update - BBB Complaint ID#******** - ******** ******
  To: *******@mybbb.org <*******@mybbb.org>
  Cc: ***** ***** <*****@greenbrilliance.com>
  
  
  Dear ******,
  
  I am writing to provide you with an update regarding the BBB complaint filed by *** ******** ******. 
  
  Our team takes every customer concern seriously, and we strive to resolve issues promptly and effectively. In response to *** ******'s complaint, our engineer visited his residence on April 5th. During this visit, the engineer replaced the necessary fuses and confirmed that the solar system was functioning correctly.  However, there is an essential aspect to this situation that is beyond our control. *** ******'s solar system relies on an internet connection for full functionality, including monitoring and remote maintenance. Unfortunately, *** ****** does not have internet access at his location, which has prevented us from connecting the system to our monitoring platform.
  
  We want to emphasize that we have made every effort to address *** ******'s concerns related to the solar system itself. Our engineer has ensured that the hardware and components are in good working order. However, without an internet connection, we are unable to provide full remote support and monitoring, which is a crucial part of our service.
  
  We would like to clarify that the provision and maintenance of an internet connection are the responsibility of the homeowner, and it is beyond the scope of our services. We remain committed to assisting *** ****** in any way we can within the bounds of our service agreement. If *** ****** is able to obtain an internet connection in the future and requires further assistance, we are ready to provide the necessary support.
  
  Thank you for your attention to this matter, and we look forward to receiving confirmation of the closure of this BBB complaint.
  
  Warm regards,
  
  ****| Customer Relations Manager at GreenBrilliance LLC
  13655 Dulles Technology Dr. Suite 130, Herndon, VA 20171     Ph: ###-###-####
  
  

• Initial Complaint

  Date:03/23/2023

  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.

  I purchased a solar system with this company in 2019. Now I am selling my property and need to have the solar system inspected. The company was notified about the sale of the property, they were also told that the property is currently under contract which required the inspection to be provided within 15 days. This company has been dragging with their response to this urgent matter. After many phone calls and emails sent, they asked for a video of the system and gave instructions. I submitted the video as requested. After several days, I Get a response saying that the system is working as intended based on the video submitted but requires the communication card to be updated. I told them to send me an invoice so I can pay for the communication card installation but I needed a report of the inspection sent as soon as possible. Right now I still don't have the inspection report and the closing date of the property is approaching. Can you help get this company to provide the inspection report for my solar system as that is the only thing holding up the sale of my property before I loose the buyer.Thank you

  

  Business Response

  Date: 09/26/2023

  From: ***************** <***********@greenbrilliance.com>
  Date: Mon, Sep 25, 2023 at 8:58 PM
  Subject: Resolution Update - BBB Complaint ID#******** - *********************
  To: *********@mybbb.org <*******@mybbb.org>
  Cc: ********************* <********@greenbrilliance.com>
  

  
  

  Dear *****,

  
  

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

  
  

  We have successfully completed the solar system inspection, established contact with the new homeowners, ******************************* and ***************************, and facilitated the transfer of solar system monitoring access on May 10th, from *********************** to them.

  
  

  *********************** solar system is fully active, producing energy, and it is free from any error alerts or issues as substantiated by the images provided below.
  

  
  

  Thank you for your attention to this matter, and we look forward to receiving confirmation of the closure of this BBB complaint.

  
  

  Warmest regards, 

  
  

  ****| Customer Relations Manager at GreenBrilliance LLC

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

• Initial Complaint

  Date:03/21/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The solar installation on my house installed on 12/3/2022 is not not in proper working order. The installation crew was working off of the wrong blueprints and only started working off the right one once I realized and notified them that they were installing it on the wrong side of the roof. The panels are not laying flat on the panel rack, hence not looking right. On March 1st, checking my ******* ********* app, I noticed that the top half of the system, 8 of 16 panels, were not producing power and emailed correspondence to care@greenbrilliance. It is 3/21/23 with no word from them when this problem will be taken care of. I paid $16,000 for this sytem last December and its still not working the way it should be. From the engineer sending the wrong blueprints and install crew having to patch 20 holes on the wrong side of the roof, a shoddy looking installation, half the system failing a month and a half after being powered on, and lack of customer service except for ***************** at customer care, this has been endless aggravation.

  

  Business Response

  Date: 09/19/2023

  From: ***************** <*************@greenbrilliance.com>
  Date: Tue, Sep 19, 2023 at 2:05 PM
  Subject: Resolution Update - BBB Complaint ID#******** - ***********************************
  To: ************@mybbb.org <[email protected]>
  Cc: ********************* <******************@greenbrilliance.com>
  

  
  
  

  Dear *****, 

  
  

  We wanted to provide you with an update regarding the BBB complaint filed by ************************************  We have addressed ************************ concerns to his satisfaction. ************************ solar system is fully active, producing energy, and free from any error alerts or issues, as substantiated by the images provided below.  I spoke with ******************** today, September 19th, to follow up with him to see if he needs any assistance or has any questions.  He confirmed that the system is working fine and that he has no outstanding concerns right now.
  

  
  

  
  

  Thank you for your attention to this matter, and we look forward to receiving confirmation of the closure of this BBB complaint.
  

  
  

  Warm regards,

  
  

   

  ****| Customer Relations Manager at GreenBrilliance LLC

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

   

   

  Customer Answer

  Date: 09/19/2023

  [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 find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************************
  

• Initial Complaint

  Date:03/20/2023

  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.

  I did a contract to have solar panels installed on May 6, 2022. As of March 20, 2023 my panel are still inactive. They installed them on November 29, 2022 I am currently paying an electric bill and a solar panel loan for the last 3 months. I've tried contacting Greenbrilliance on many occasions and they don't return calls or messages. the reason for getting the panels was to reduce my bill and now i'm paying 2 bills.

  

  Business Response

  Date: 09/18/2023

  From: ***************** <*****@greenbrilliance.com>
  Date: Mon, Sep 18, 2023 at 12:46 PM
  Subject: Resolution Update - BBB Complaint ID#******** - ****************************
  To: ************************************ <************************************>
  Cc: ********************* <*************************************>, ****** <***************************************>
  

  
  
  

  Dear *****,

  
  

  We wanted to provide you with an update regarding the BBB complaint filed by ********************************    His solar system is fully active, producing energy and free from any error alerts or issues, as substantiated by the images provided below.

  
  

  Thank you for your attention to this matter, and we look forward to receiving confirmation of the closure of this BBB complaint.

  
  

  Warmest regards, 

  
  

   

  Emma| Customer Relations Manager at GreenBrilliance LLC

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

   

   

  

  Customer Answer

  Date: 09/20/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  ***************************
  
  I had to pay and electric bill and a loan payment because of the delay getting panels to work. I made duel payments for about 4- 6 month

  

  Business Response

  Date: 11/06/2023

  To whom it may concern,

  We've observed that the customer has rejected our response to the Better Business Bureau, and we want to provide further clarification on the matter.
  
  ******************************* solar system is currently in excellent working condition, as evidenced by the images attached. We are dedicated to delivering reliable and issue-free solar solutions to our customers. While we strive to provide the best service, there are instances where certain matters are beyond our control, and as a result, we cannot offer reimbursement for those particular circumstances.
  
  When it comes to addressing inspection requirements and making necessary corrections, we place a strong emphasis on collaboration with the County inspectors, procuring the required components, resource allocation, and promptly taking corrective actions. We understand that in complex projects such as this, delays and setbacks can occur due to various factors. However, it's important to highlight that we have diligently implemented all essential measures to minimize these issues and ensure the successful completion of the project.
  
  Our commitment is to offer the highest level of service and quality, and we hope this additional information underscores our dedication to resolving any concerns and ensuring the continued operation of ******************************* solar system.

  Sincerely, 

  GreenBrilliance LLC

  

  Business Response

  Date: 11/07/2023

  From: ***************** <*******@greenbrilliance.com>
  Date: Mon, Nov 6, 2023 at 7:09 PM
  Subject: Re: Resolution Update - BBB Complaint ID#******** - ****************************
  To: ***********@mybbb.org <*******@mybbb.org>, ******@mybbb.org <******@mybbb.org>
  Cc: ***** ***** <*****@greenbrilliance.com>, ***** ********** <****************@greenbrilliance.com>
  
  Dear ****** & *****,
  
  We've observed that the customer has rejected our response to the Better Business Bureau, and we want to provide further clarification on the matter.
  
  ******************************* solar system is currently in excellent working condition, as evidenced by the images attached. We are dedicated to delivering reliable and issue-free solar solutions to our customers. While we strive to provide the best service, there are instances where certain matters are beyond our control, and as a result, we cannot offer reimbursement for those particular circumstances.
  
  When it comes to addressing inspection requirements and making necessary corrections, we place a strong emphasis on collaboration with the County inspectors, procuring the required components, resource allocation, and promptly taking corrective actions. We understand that in complex projects such as this, delays and setbacks can occur due to various factors. However, it's important to highlight that we have diligently implemented all essential measures to minimize these issues and ensure the successful completion of the project.
  
  Our commitment is to offer the highest level of service and quality, and we hope this additional information underscores our dedication to resolving any concerns and ensuring the continued operation of ******************************* solar system.

• Initial Complaint

  Date:02/20/2023

  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.

  Product or Service Purchased Solar energy System Date Purchased 05/19/2021 Purchase Price $36,000 Other Form of Payment CHECKS (3)Where and How Did You Sign the Contract (if applicable) Home (electronic signature)After selecting components of the solar system I signed an Installation Agreement on 19 May 2021. I wrote and forwarded to GreenBrilliance a check for $10,800 dollars as my part of the agreement. Another check, dated 03 November 2021, for $18,000 was sent for a completed installation, . A final check for $7,200 'Activation' 21, Nov. 2021. It trio them nearly 20 days to complete the installation. One snafu was caused by the design sent to ***. It featured an inverter different than what was purchased, different than what was installed. The system has generally been working as designed. But on the 2nd of November (if I am reading the chart correctly) the storage battery stopped working. I have contacted one person (**. ***) according to my call log, 11 times since the problem came to light. I have contacted the home office at least 3 times. I always get the same reply, "OMG! We'll get on that right away!" But not a **** thing happens...until I call again. And then I get the OMG!!! reply...and nothing happens. I seek repair of the unit and refund for some amount of my electric bill. Please...if you can...Help! Respectfully,************************

  

  Business Response

  Date: 10/16/2023

  From: ***************** <******@greenbrilliance.com>
  Date: Fri, Oct 6, 2023 at 6:21 PM
  Subject: Resolution Update - BBB Complaint ID# ******** - ***********************
  To: ************@mybbb.org <********@mybbb.org>
  Cc: ********************* <*******@greenbrilliance.com>, *** <****@greenbrilliance.com>
  
  Dear *****,
  
  We wanted to provide you with a comprehensive update regarding the complaint filed by ***************************. We have made diligent efforts to address his concerns since receiving them and 
  below is a detailed summary of our interactions with **************:
  
  March 23rd: Our Senior Technical Specialist had an initial conversation with ************** and provided guidance on troubleshooting steps to address his system issue.
  
  April 6th: On this date, when our crew arrived at the entry gate of his community, they weren't allowed to enter the property. Consequently, we informed ************** that we would need to reschedule the visit and committed to keeping him updated.
  
  April 18th: Our team visited ****************** residence and inspected the PV link on the roof. Subsequently, we raised a ******* support case with ******* to further investigate and resolve the battery issue.
  
  July 25th: Our crew revisited ****************** property and made adjustments to the settings in his battery system. ************** was encouraged to notify us if he experienced any issues with the battery discharge.
  
  October 3rd: We conducted a thorough examination of ****************** system and the battery on this date. We are pleased to report that both components are operating correctly. However, ******* support was unable to validate this in the portal due to issues with the internet wire/router in ****************** house. We communicated this situation to ***************, who met with our engineer. We have determined that we must wait until the router is fixed before performing any further troubleshooting. Additionally, we provided *************** with access to view the battery readings and PV link readings through the ******* app.
  
  We want to assure you that we remain dedicated to resolving ****************** complaint to his complete satisfaction. While the issue appears to be related to the home's internet connectivity, we are fully prepared to assist as soon as that aspect is rectified.
  
  We appreciate your attention to this matter and kindly request confirmation of the closure of this BBB complaint.
  
  Warmest regards, 
   
  ****| Customer Relations Manager at GreenBrilliance LLC
  *********************************************************, Herndon, VA *********;    Ph: **************

• Initial Complaint

  Date:01/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Had solar system installed on November 22, 2022. I was told by the electrician that he couldn't connect one of the panels, he was missing the cables or optimizer; was told that someone would come at a later time to connect the panel. Soon after the completion of the installation, I went up to the roof to install Christmas lights, and I would look over the panels; I noticed that several of the panels had scuffs/scratches on the frame and glass. Some panels also had roof tar dropped on them. A couple of days later, upon system initiation, I was given access to the ********* app to monitor my system. I compared my solar system to that of two of my co-workers who, too, utilize *********. I noticed that I didn't have a logical or physical solar panel layout as they did. I then reached out and emailed ********, my sales representative, on January 6th. He replied and included the project manager *****. His reply was, "*****, please schedule drywall repairs asap and address his concerns asap." ***** would go on to schedule a handyman who did repair drywall damage to my basement. Regarding the panels that may or may not have been connected per the electrician and the logical or physical solar panel layout in *********, she stated, "we are working on the layout of the panels in the app, please expect this to be corrected in 2-3 days. Once it is created, we will know which exact panel is not working and we will dispatch a crew to fix it." Her email was sent to me on January 9. They did give me a logical layout of my panels soon after on the app, which was incorrect, and it still didn't include the physical layout. The logical layout provided showed that the system actually has two panels that are not working. The configuration in the app shows 33 panels connected as one string when the system actually has 35 total panels in three strings of 12, 12, and 11 panels. I have sent two follow up emails requesting a status on January 23 and 25, which have been ignored.

  

  Business Response

  Date: 09/18/2023

  From: ***************** <*******@greenbrilliance.com>
  Date: Mon, Sep 18, 2023 at 12:29 PM
  Subject: Resolution Update - BBB Complaint ID#******** - ***************************
  To: ***********@mybbb.org <*******@mybbb.org>
  Cc: ********************* <**********@greenbrilliance.com>
  

  
  

  Dear *****,

  
  

  I hope this message finds you well. I wanted to provide you with an update regarding the BBB complaint filed by *******************************. We are pleased to inform you that we have successfully resolved the issues he raised regarding the drywall and the two panels not detecting properly in his solar system.

  
  

  After a thorough investigation and prompt action, we have addressed these concerns to ************************ satisfaction. His solar system is now fully active, actively producing energy, and most importantly, it is free from any error alerts or issues, as substantiated by the images provided below.
  

   

  Thank you for your attention to this matter, and we look forward to receiving confirmation of the closure of this BBB complaint.

  
  

  Warmest regards,

  
  

  ****|Customer Relations Manager at GreenBrilliance LLC

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