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:06/12/2025

  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.

  We purchased 30 solar panels from solgen power in 2018 and we have had nothing but the worst experience with them. They have damaged our property numerous times and now we need a new roof and we have water damage from where the solar panel isnt completely sealed and its causing water damage to one of our main support beams. We need someone to reach out to us as I cant find who is to contact now that solgen went under. I found a company in ********* however none of their contact numbers work for the *************. Please help!!!

  

  Business Response

  Date: 06/13/2025

  Hi there,
  Thank you for reaching out! We looked into your account and saw our last communication was on 2/6/2024. We understand youve had trouble finding our contact information no worries at all! You can reach us at ************, Monday through Friday, 8 AM to 4 PM PST.
  In the meantime, well go ahead and create a support ticket on our end, and one of our customer service agents will be giving you a call soon to assist further.
  Thanks again, and we look forward to getting this resolved for you! ??

• Initial Complaint

  Date:05/27/2025

  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.

  Since my previous complaint (ID **********, my solar system, which was re-installed after the re-roofing from the resolution, functioned for seven months but has not been outputting properly since April 10. Only 2 panels of the total 22 are producing any electricity.I made the following contacts with Purelight Power to resolve the issue:4/23 Weds 11:59am - ******* - representative entered a support case 5/7 Weds 1:21pm - voicemail - I left my information in a voicemail to check in on the case since I hadn't heard back.5/7 Weds 1:32 ****** - Called back from voicemail. Informed me **** from tech support called me on the 30th. He was in a meeting but would call me back.5/12 Monday 1:08 Autumn, **** - I called because **** did not call me back. Autumn transferred me to him. We did troubleshooting (turned it off and on again), and it appeared to work, but 20 minutes later was back to only 2 panels functioning. **** said he would put in a repair ticket and a scheduler would give me a call.5/21 Wednesday 11:23 Ani - I called because I hadn't received a call from a scheduler. Ani told me she would put a note that I called in the notes. Said she can't give a timeline on when to expect a call.5/27 Tuesday 2:32 Ani - I called because I still hadn't received a call. Ani said I was in the "repair queue" and that they would get to me "when they can." Said a supervisor would just say the same ******** solar system has not worked consistently since its installation. I have paid (and continue to pay) for a system that, since I got it, has not been performant, and Solgen (now Purelight Power) are not standing behind their product or and are unable to present a reasonable expectation that the issue will be resolved. I would like the system to be repaired and to be reimbursed for electrical production losses from April 10 to the date of the fix.

  

  Business Response

  Date: 05/28/2025

  Thank you for the opportunity to respond to Ms. ****** concerns. We appreciate being made aware of this matter and welcome the chance to clarify the events and address the complaint with accuracy and transparency.
  We would like to start with timeline of events:
  
  
  April 23, 2025: Ms. ***** contacted our *************************** and spoke with *******, stating that her system had been behaving inconsistently for some time and she had finally decided to call in. It was discovered that she did not have active system monitoring in place, as she was an original Solgen customer, and her system was installed with Sense monitoring a platform we no longer support or have access to.
  ******* explained that in order to assess any issues, the first step would be to rebuild monitoring. Fortunately, we were able to remotely establish monitoring the same day due to having the necessary system identifiers on file.
  

  April 30, 2025: Our technical support agent **** attempted to contact Ms. ***** to provide her with system login credentials and to inform her that undervoltage grid alarms were showing up on her system. A voicemail was left.
  

  May 7, 2025: Ms. ***** called in stating she had not received a call or voicemail. While it appears there was a missed follow-up on our part, **** was able to speak with her on May 12, 2025, at which point they performed phone-based troubleshooting. Initial tests suggested a resolution, but the system quickly reverted to showing issues, prompting us to place a service visit in the queue.
  

  May 27, 2025: Ms. ***** called again and spoke with Ani, who reaffirmed our ticket-based service process. We acknowledge that she was dissatisfied with the timelines, but our protocol is to schedule service based on the order tickets received, and this applies consistently across all service regions, especially in her area, where scheduling has experienced delays.

  
  While we understand Ms. ****** frustration, statements such as the system has never worked are not accurate. The system has produced power and functioned previously. However, we do recognize that a post-reinstallation issue has likely impacted performance, and we are committed to correcting it.
  Ms. ***** requested a supervisor and was informed that escalation would not change the outcome or queue placement. The expectation that a complaint or confrontational approach will result in expedited service is misplaced. Our team members are here to assist, but verbal pressure or threats to file complaints with the BBB or other entities will not influence our scheduling process.
  Ms. ***** is currently in the service queue. Once a date becomes available, our team will contact her to coordinate the visit. We are dedicated to ensuring her system operates as expected.
  As to the matter of reimbursement, we are willing to review any potential eligibility. However, given that the system is outside the first-year period, no guarantees can be made until a full assessment is completed following the service visit.

  Customer Answer

  Date: 05/28/2025

   
  Complaint: 23384009
  
  I am rejecting this response because:  While I appreciate the efforts made by the company to reiterate the situation, their response lacks any estimated timelines as to when the system issues will be addressed.  Without even the most general of timelines such as "within a month" it is impossible to understand what delays the company deems as acceptable or reasonable, nor is it possible for me to plan to borrow funds to cover the unexpected electricity costs I am accruing.  Likewise, it is difficult for me to know when I should call in to check on the issue since no reasonable expectation of relief has been established. In effect, the company is stating that the repair of the system, which is covered in the initial installation contract under item 6.2 for a term of 10 years, will happen whenever it happens, and there are no SLAs or true statements of intent to repair what they admit in their response is likely a defect in workmanship during the re-install, which was in itself necessitated because of another failure of workmanship on the roof they installed. 

  For reference:    6.2. Labor Warranty. The Company warrants the installation of the system against defects in workmanship for a period of ten years following the conclusion of on-site installation (the "Labor Warranty").

  While I can appreciate their feeling in terms of my statements regarding reporting their business practices, this is not the first time that the company has taken long, unspecified amounts of time to communicate.  See prior issue regarding the roof (Start 12/23/23 finally resolved 9/9/24).  Due to the company's lack of expectation setting in terms of when I can expect communication or resolution, it is necessary to use a third party mediation such as BBB to ensure communication is timely and proper expectations are set.  It is not an unreasonable expectation to be given a timeframe for the repair of an issue caused by actions of the company, nor is it unreasonable to expect communication from the company if those timelines should change.  Simply being told to wait until a nebulous point in the future, which previous experience with the company has proven may or may not ever happen without third party mediation to drive communication, is unacceptable.  

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

• Initial Complaint

  Date:03/25/2025

  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.

  Solvent Power sold me a system in 2022. At the time, they promised a 70-80% offset in energy costs. Even though I have made gradual changes and improvements in energy efficiency, this system, which cost me 35K, has never produced more than 30% of mg home energy usage. They lied to me and intentionally concealed that the city of ********** had affordable partners offering solar at far cheaper costs.

  

  Business Response

  Date: 03/26/2025

  Thank you for bringing this matter to our attention.
  Im sorry to hear that you feel this way. Id like to clarify that your system is not sold based on an offset, but rather on its production capacity. Your system is designed to generate a specific amount of energy, and in your case, it is designed to produce ***** kWh annually.
  Unfortunately, I do not have direct access to ********** on my end. However, I can arrange for a technician to visit your location and verify that the system is operating as intended. This service will be covered under your warranty.
  Once I submit the service request, you will be placed on a scheduling list. When available dates are confirmed, you will receive a call to confirm a time that works for you.

• Initial Complaint

  Date:03/24/2025

  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.

  Approximately 6 months ago, I began experiencing an issue where half of the electrical power to my shop was non-functional due to a faulty splice in the ground that was done during trench digging to install solar panels on my shop. Over the course of six months, I engaged in repeated communication with Solgen to resolve the problem. After significant delays and back-and-forth, they finally sent an electrician to assess the situation. Upon inspection, the electrician determined that the repair required more extensive work than initially anticipated, specifically the installation of new cabling. I was assured that a team would return the following week to complete the necessary repairs. However, a week later, I learned that the electrician was no longer employed by the company, and no further action was taken.Following additional discussions, Solgen instructed me to hire my own electrician to diagnose and fix the issue, promising to cover or reimburse the cost if the fault was determined to be on their end. I obtained a quote from a licensed electrician for the repair, which I submitted to Solgen. Instead of honoring their commitment, they bypassed me and contacted the electrician directly, pressuring them to perform a less expensive splice repair. The electrician refused, stating that this approach was not advisable and that they would not perform substandard work.I am deeply frustrated by Solgen's lack of accountability, unfulfilled promises, and attempts to cut corners at the expense of my business. After six months of delays, inconsistent communication, and an unresolved issue, I am seeking solgen to rectify this matter by paying the cost of the repair. I hope the Better Business Bureau can assist in holding Solgen accountable for their poor service and failure to follow through.

  

  Business Response

  Date: 03/25/2025

  Thank you for bringing this matter to our attention. We sincerely apologize for the delays and frustration you have experienced throughout this process.
  Upon reviewing the quote from your electrician and discussing the situation with the technician who previously visited your site, it appears that the original technician was uncertain about whether the wiring needed to be fully replaced. This led us to reach out to your electrician to gather more clarity on the issue at hand and the quote. After carefully assessing the situation, we have decided to send one of our own electricians/technicians to address the matter comprehensively.
  We anticipate scheduling this follow-up appointment in April. Once our scheduler is back in the office and we have confirmed the details, you will be notified promptly by phone.
  Additionally, we understand your concern regarding the above-ground junction box located in the driveway. We would be happy to work with you on a plan for addressing this, and we kindly request that you provide us with photos of the area so we can review the situation thoroughly.
  We acknowledge that this has been a lengthy process, and we genuinely appreciate your patience and willingness to work with us as we resolve the issue. We are committed to ensuring the necessary repairs are made, and we hope to have more concrete information for you soon.
  Thank you again for your understanding. Should you have any further questions or concerns, please do not hesitate to reach out.

  Customer Answer

  Date: 03/25/2025

   
  Complaint: 23110384
  
  I am rejecting this response because: 

  Thank you for your response and the apology for the delays. However, Im disappointed that your proposed solutionsending your own electrician in Aprildoes not address the urgency of this matter or honor your prior commitment. On [march 4th], you explicitly agreed to pay or reimburse me for an electrician to repair the damage your company caused to the power cables, including the failed, splice. I provided a quote for [$4,428.37] from a licensed electrician to perform the necessary work, yet youve since attempted to convince them to redo a splice instead of funding the proper repair.
  This issue has dragged on for over three months, and further delays until April prevent me from listing my house for sale, causing significant financial impact. Waiting for your scheduler and an unspecified date in April is not a viable solution. Ive already accommodated your teams delays and assessments, and I need this resolved now, not weeks from now.
  I request that you honor your original agreement to cover the cost of my electricians quoted work $4,428.37 and confirm payment by [April 3, 2025]. If this is not resolved promptly, I will have no choice but to proceed with the repair myself and pursue full reimbursement through legal channels, including costs from the delay, I appreciate the offer to review it, but the priority remains the power cable repair. I can provide photos separately if needed.
  Please confirm your intent to pay my electrician by [April 3 2025] so we can move forward without further disruption. I hope we can resolve this amicably and quickly.
  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 04/02/2025

  I hope this message finds you well.
  Following our recent communications, I would like to address the ongoing situation regarding the scope of work and the scheduling of repairs. As discussed, we were prepared to send someone out today, April 2nd, after adjusting our schedule to accommodate your request. However, we understand that you did not respond the proposed date.
  While we fully acknowledge that delays have occurred, please note that these have been beyond our control. We are committed to providing the next available dates and times, and we have made every effort to be as flexible as possible.
  Regarding the quote you obtained, it is important to clarify that it falls outside the scope of work we initially agreed upon. Our understanding was that the repair would focus solely on fixing the splice, and not on re-running a whole new wire. This was the basis of our agreement, and as such, we are unable to accept responsibility for additional work that was not part of the original scope.
  We value our relationship and have every intention of fulfilling our commitment to repair the splice as agreed. To that end, we made arrangements for this to be completed today and provided you with ample notice to confirm your availability. Our initial communication on this matter was sent on March 27th, and we had expected a response to move forward.
  We sincerely hope we can proceed with the agreed-upon scope of work and avoid any further misunderstandings. Please let us know when you or whomever is taking this over is ready to proceed as you said this is now out of your hands. 
  Thank you for your understanding.

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 23110384
  
  I am rejecting this response because:
  
  While I appreciate your efforts to address this matter, I must clarify the events that have led me to lose confidence in your services and pursue a different course of action.After consulting a licensed electrician, I was informed that a splice would not be a viable solution for the repair. Despite sharing this with you, your company insisted on proceeding with an in-ground splice. This repair would of failed, resulting in further damage to the cable. This outcome has confirmed my concerns about the adequacy of your approach. Given this, coupled with the conflicting information Ive received from your team throughout this process, I no longer trust that your company can or will fix the issue properly.I have since arranged for the repair to be handled by another party, and your services are no longer needed. Fortunately, I have all communications from your side in writing, as well as documentation from a licensed electrician supporting my position. Based on this evidence and the damages incurred, I will be submitting the bill and related costs to the court for resolution.I regret that we could not reach an amicable solution, but I must protect my interests given the circumstances.

   

  Please consider this matter closed from my perspective, pending legal proceedings.

   

  Sincerely,
  **** *****

  
  

• Initial Complaint

  Date:03/15/2025

  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.

  Our solar panels keep blowing breakers on our electrical panel. I contacted the company on 18 Dec and received an email back saying that they would be in touch. I also received a phone call where I described the problem. I contacted the company two weeks later after hearing nothing from them. They said they were busy and would get to me. They said the same thing in January and February. It is now March, and my solar panels are nearly useless without constant monitoring on my part. The only response I hear from Slogan is that they are either busy or will schedule someone to come look at it.This happened a couple of years ago. We waited three months for someone to look into our problem. We had been producing no solar energy for nine months and had no idea why. Luckily, we figured out the problem on our own--after waiting for them and becoming much too frustrated.

  

  Business Response

  Date: 03/18/2025

  Hi there,
  We apologize for the delay in scheduling and appreciate your patience as things have been quite booked up. Were glad to know that the breaker issue has been resolved! However, if this issue was related to your solar system, please dont hesitate to reach out so we can discuss it further.
  We also want to make sure youre getting the most out of your system in the future, well need to schedule a visit to assess the system and set up monitoring access. Currently, we don't have remote monitoring access for your system, but we'd love to help get that set up for you as soon as possible.
  Additionally, the ticket for your system has a note that one of the panels is offline and not producing. We want to make sure everything is running smoothly and will work to get that panel back online during our visit.
  If you do not want any of this, please still let us know. As of now, I will be pushing this to our schedulers to get scheduled. 

  Customer Answer

  Date: 04/07/2025

  Thanks so much for your email.  I am not sure what you need from ***** email from Solgen regarding our solar panels is inaccurate.  The problem has not been fixed nor has anyone been out to look at our system in the four months we have been asking for service.
  
  
  Does this help?
  
  
  Thanks,
  
  
  ***** *********
  

  

  Business Response

  Date: 04/07/2025

  We have already discussed this matter directly with *****. While the complaint may have been closed on the BBB's side, it is important to note that it is still open on our end. ***** remains in the queue, and we are fully committed to resolving the issue by scheduling a visit to address the necessary repairs. We will reach out to ***** directly once we have dates gathered. 

• Initial Complaint

  Date:01/27/2025

  Type:Billing 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.

  September of 2021 Solgen Power approach me and my wife about getting solar in our home. They mislead us when they stated we would get a 26% tax credit from *** along with how much we would pay monthly for leasing the system ($78.00 monthly). The date it installed was on or around October 01, 2022. We found out today that was true when *** denied our tax credit and we now owe $19,000.00 in taxes. I also found out last month that my leasing payments increase regularly and they are now $210.00 monthly. ****** leasing company told me they stop doing business with Solgen because of their shady business practices. Solgen mislead us and our neighbors. I've tried calling them several times and can't get anyone on the phone. I found out from *** you you can only get the Home energy credit if you pay cash or through a loan. Solgen did not give us that option to do either. They only offered a lease which disqualified you from the tax credit.

  

  Business Response

  Date: 01/28/2025

  Thank you for reaching out with your concerns. I understand that the situation surrounding your solar installation has caused frustration, and I want to address the points you've raised as clearly as possible.
  First, regarding the increase in your monthly payment, this is likely due to the 18-month period that has passed since your system was installed. Typically, after this 18-month window, if a down payment is not made to the loan, the payment amount can increase. Many customers use the tax credit as a down payment to prevent this increase. This information is typically discussed during the proposal stage and is also outlined in the loan agreement. Please note that the loan agreement is a contract between you and the lender, and the terms of the loan are detailed there.

  
  As for the *** tax credit, I want to clarify that, as per the contract you signed, Solgen Power has never guaranteed the availability or eligibility for any tax credits or rebates. These programs are managed by third-party entities and are subject to individual eligibility. The wording in your contract specifically states that we assist customers in identifying potential programs, but the final eligibility for such incentives is beyond our control. Additionally, the credit you're referring to is up to 30%, not a guaranteed 26%, and eligibility is dependent on your specific tax liability.
  I also understand there may be some confusion regarding the arrangement. While you might believe your system is leased, it is actually financed through a loan with *******************. Solgen does not lease solar systems, and we do offer the option for customers to pay for their system upfront if they prefer.
  To assist you further, you can reach our customer service team directly at ************ or by email at ********************************************************. We're happy to answer any questions and ensure you are fully informed about your system and its financing.
  We regret any inconvenience this situation has caused, and we appreciate your understanding. Please feel free to contact us for further assistance.

• Initial Complaint

  Date:01/09/2025

  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.

  When being sold the solar system from ******* I was promised at least the majority of my electric bill would be covered but the system if not all of it. In reality I was paying 200$ a month average and now I am paying about 170$ a month average but I also have a 350$ a month solar charge. If I just had to pay for the solar great! But to have my electric cost double or even in some months triple due to false promises of the company. This is unacceptable and no resolution has been offered. There was almost no communication once the system was in place. The stated they would have the system in within 90days initially. 6 months later it was finally getting turned on. The whole experience has been the worst experience buying anything in my life. Everything promised was false from the start. The system is massively over priced and has made almost no significant change in my electric cost. Most of all I just wish I could get rid of it. I want nothing to do with this company and their complete lack of customer service and resolution is atrocious.

  

  Business Response

  Date: 01/09/2025

  When we design a solar system, it is based on the power consumption data provided to us. In your case, we were given only two months of usage data (May and June), which were the first months at your newly built home. These initial months may not fully represent your typical year-round usage, especially given the seasonal fluctuations in energy demand, and that was factored into the design of your system.
  Your solar system was designed to produce up to ****** kWh annually, which is dependent on several factors, including local weather conditions, shading, roof orientation, and the performance of the system itself. If youre experiencing a higher-than-expected electric bill, this could be due to usage patterns that were not accurately captured by the two months of data provided.
  Regarding your current billing situation, please note that the charges for your solar system and your utility bill are separate entities. The utility bill will continue based on consumption, and the solar system is designed to offset that as much as possiblethough, as mentioned earlier, performance may vary depending on weather and other conditions.
  We want to stress that while we do our best to provide estimates, the actual system performance will vary based on numerous external factors. To ensure your system is functioning as expected, I personally ran an audit of your system's performance. I am pleased to report that the system is overproducing, meaning it is generating more energy than anticipated based on the initial design.
  We understand that you are seeking a refund for your solar system. However, as outlined in the contract, we have a 3-day cancellation period following the contract signing. Unfortunately, as the cancellation window has passed, we are unable to offer a refund for the system itself.
  
  If youd like to explore options for expanding your system to cover more of your consumption, wed be happy to discuss potential solutions with you. Please feel free to give us a call, and we can review ways to enhance your systems capacity to better meet your needs.
  

  Customer Answer

  Date: 01/09/2025

   
  Complaint: 22789749
  
  I am rejecting this response because:

  Again regardless of the message given above. The assurances made at the time of the system being purchased were that it would at least great reduce my energy costs. Not only has it not greatly reduced costs it has only added a bill. According to your estimation then I would need such a massive solar system to run a standard household energy efficient items. That it would still cost me many times what a regular electric bill would cost. This is in complete opposition to what was laid out by your sales person. I have even requested copies of the documentation due to the fact that I have almost nothing showing any of the contract. Finally 3 days to cancel ! It took 6 months to even get the system installed and tuned on. I even went so far as to turn of my hvac system and cut half of the breakers off for my house. For an entire month just to see. I still had over a hundred dollar bill. So in that assessment what would I need. This system doesnt even run a tv led lights a fridge and stove. For two people! It has made not significant offset to my utilities costs and has not back up in case of bad weather. All I have is a wall of ugly panels behind my house that cost 63,000$. How could any customer be happy with that outcome ever. And this is even with you saying its over producing and still cant handle the most basic of household appliances. 

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

  

  Business Response

  Date: 01/13/2025

  According to the United States Energy *************************** the average home in the ** uses less than ****** kWh of power each year. As you were unable to provide how much power your home consumes in a year, due to the home's construction just being finished, we designed a system that would produce about 10% more power than the average home uses. This system is performing as designed. If you are continuing to see power bills of over $150, that means that you are using over twice as much power as the average homeowner. If you are truly only basic appliances in this home, we recommend that you look into energy monitoring devices that can help track which devices in your home are drawing large amounts of power. Devices like a "Sense ********************** Monitor" or an "Emporia Vue" could help with this.

• Initial Complaint

  Date:08/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased the panels and we told the salesman we would be getting a hot tub abd needed it to cover the cost of running the hot tub too. We were assured that it would cover the electric part of our bills. Well it has not covered one bill. We are retirement age and thought this would be a good financial purchase. We are now paying $180.00 a month for the panels and the cost of our electricity. We would have never purchased it if we knew the info fed to us was false. We have contacted them to just be told theres nothing we can do. When we signed up the salesman said if we have to we can always add a couple panels. I would really just like to give the panels back! They did some of the same things to our two neighbors and structural damage to ones house. As a consumer i feel they should be held to at least cover the cost of our electric.

  

  Business Response

  Date: 09/06/2024

  Solgen Power reviews the proposed offset with customers before any contract is signed. According to our records, the proposed offset for this installation was 86%, 15% of which was to come from energy efficiencies, meaning a total solar offset of 71%. While we value the customer's time and business, we have fulfilled our end of the contractual agreement. 

• Initial Complaint

  Date:08/22/2024

  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.

  Solgen installed solar panels on my home. In order to install the solar panels, a new roof was required. My roof was leaking last fall and after months, my roof was finally "repaired". On Saturday night my roof began to leak in the EXACT SAME SPOT it was supposedly repaired. I contacted Solgen via email immediately and received a return email on Monday, 8/19. I was advised that my email was being referred to their "roofing department.". I replied to the email that this was an urgent matter and have heard nothing since Tuesday 8/20. We are about to enter the rainy season and this repair needs to happen immediately. I'm also seeking financial compensation for my financial injury. I'm also concerned about mold in my crawl space and the ceiling above my living room.

  

  Business Response

  Date: 08/22/2024

  As the customer stated, Solgen immediately responded to the complaint after receiving it. A ticket has been created for this issue, and we are working to resolve the issue as quickly as possible. In the short period since this issue was raised, we have received several emails from the customer and reports that she has been berating our employees. We work diligently to ensure that repairs are made swiftly and efficiently, but we will not tolerate abuse directed at our staff.
  
  Several logistical hurdles must be cleared before repairs, including scheduling, supplies, and assessments. We communicate with customers proactively throughout the process, but we don't believe in bombarding them with updates that contain no practical information. We understand the urgency of the issue and are working to resolve it—that is our responsibility, and we take it seriously. However, we are only able to operate within the bounds of reality.

  Customer Answer

  Date: 08/23/2024

   
  
  Complaint: 22178291
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  Peggy Hougardy

  BBB, Please see the response from the Solar Contractor who provided the roofing sub contractor.

  "Customer Service
  11:11?AM (3 hours ago)
  
  We will look into updating the BBB response, but we are not going to send you that information.
  
  On Fri, Aug 23, 2024 at 10:54?AM peggy hougardy <[email protected]> wrote:
  
  Thank you for your response.
  
  
  Your statement that you "don't have a file that we can send with centralized information about your account..." makes no sense from a business standpoint. In fact, when a patient asks for a complete copy of their medical file, the medical facility or provider promptly complies with that request. In addition, Solgen's national headquarters is located in Pasco, so we would expect that to be your "centralized location".
  
  Nevertheless, please provide us with copies of all communication (emails, texts, letters) to and from your company regarding this leaking roof matter, and all information you have regarding our solar system and roof installation. Please include any and call transcripts, logs or summaries of phone conversations regarding the leaking roof matter. Please also include all communications to and from the roofing contractor that installed the roof and the subcontractor that "repaired" our roof the first time. 
  
  Lastly, please correct any "miscommunications" on your part with the Better Business Bureau no later than the end of business today. Your allegations to them were unfounded and unacceptable. 
  
  We look forward to receiving the requested information by the end of business today. 
  
  Peggy Hougardy
  5631 3rd Ave NW 
  Seattle WA 98107
  
  On Fri, Aug 23, 2024, 10:20 AM Customer Service <[email protected]> wrote:
  
  Hi Peggy, 
  
  I'm sorry for any miscommunication that occurred in regards to your communication with the BBB. We'd be happy to communicate over email or text if that is what you'd prefer. As for sending over your file, we don't have a file that we can send with centralized information about your account like you would expect to find with something like a medical record. That is simply not a request we can meet. Roofing has heard back from the foreman and will be sending over information shortly with appointment details. 
  
  Thank you,
  
  Kaitlyn 
  On Thu, Aug 22, 2024 at 6:52?PM peggy hougardy <[email protected]> wrote:
  
  Solgen,
  
  We are formally requesting a complete copy of our file with your company. 
  
  Since it appears there are discrepancies in the communications to and from your company regarding the faulty roof installed by your subcontractor and the subsequent inadequate "repair" of the roof, all further communications from your company will only be accepted via text or email due to your false allegations to the Better Business Bureau.  
  
  We look forward to your prompt response in fulfilling this request.
  
  
  Peggy Hougardy 
  5631 3rd Ave NW
  Seattle Wa 98107
  
  On Mon, Aug 19, 2024, 10:13 AM Customer Service <[email protected]> wrote:
  
  Hi Peggy, 
  
  I'm very sorry to hear you are dealing with a roof leak again. I have reached out to our roofing team to see if we can have someone come out and take a look. Just to help move things along, when did you first notice it leaking again and does the leak appear to be causing any damage inside your home? 
  
  Thank you,
  
  Kaitlyn 
  
  --
  Customer Service
  
  (509) 302-2712
  M - F 8AM - 4PM PST/PDT"
  
  

  

  Business Response

  Date: 09/06/2024

  The roof work for this issue has been completed. It is against our policy to release internal communications, and there is nothing further for us to action here.

  Customer Answer

  Date: 09/06/2024

   
  
  Complaint: 22178291
  
  
  
  I am rejecting this response because:

  A company did come out and repair the roof where it had been leaking. We won't know if the repair is complete until a hard rain comes again. 

  In addition, there is damage to the inside of the ceiling where the roof was leaking and there is a likely mold above the ceiling and in the structure of the walls. After the ceiling is repaired, the wood stove pipe where it meets the ceiling will need to be reattached and inspected at the very least. 

  The business has NOT reached out to address the ceiling damage and mold. 

  In regards to internal communications that the business is refusing to provide, their refusal will only last as long as there is no litigation on this matter or if other agencies become involved. 

  This complaint will remain open until the damaged ceiling is repaired, the wood stove pipe inspected for safety and a mold inspection is preformed, all at the companies expense. 

  
  
  
  Sincerely,
  
  
  
  Peggy Hougardy

  

  Business Response

  Date: 09/26/2024

  Thank you so much for bringing this to our attention. We were never made aware of this. We have opened a ticket for this issue, and I am tracking it. Our scheduler has already contacted you by email and text to schedule us to look at the drywall damage and the wood stove pipe to ensure it is placed correctly for safety reasons. We will check to see if there is any mold and treat it as necessary. If the work is more than what can be handled, we will find a company to tackle it. The date we are looking at is the 30th of this month. Please go ahead and confirm everything with our scheduler via email/text. Again, thank you for bringing this to our attention. 

  Customer Answer

  Date: 09/27/2024

   
  
  Complaint: 22178291
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  Peggy Hougardy

  I am waiting for the outcome of the company's appointment on Monday the 30th. This complaint should remain open until all the work from this company's error has been resolved.

  Peggy Hougardy 

  Customer Answer

  Date: 10/01/2024

  The status on this complaint is as follows:

  1) The roof has been repaired, although we won't know if the repair was successful until we have a hard rain.

  2) A technician came over yesterday to inspect for mold and to address the damage to the ceiling from the roof leak. The technician determined (without a mold test) that no mold was visible to the ceiling, wall or attic space. 

  3) An appointment to repair and paint the ceiling was made for 10/8/24. We're unclear how the stove pipe where it attaches to the ceiling will be addressed.

  4) An additional issue was also discovered during routine cleaning of the breakfast nook. Damage to the wall that occurred during the installation will need to be repaired. See photos attached. At this time, no time frame for that repair has been scheduled. We did notify the technician that conducted the inspection on 9/30 via email, but we have yet to get a reply for that repair.

   

  Peggy Hougardy

  

  Business Response

  Date: 10/09/2024

  The roof repair and the wood stove pipe were completed and inspected to ensure they were properly fixed and would not leak. It has also been raining, and when we went out on 10.8.24 to prime, our tech looked to make sure nothing was coming through.  The technician who went out to inspect for mold did have a mold test with them, and you agreed that there was no mold. This issue has been resolved.  The stove pipe and where it attaches to the ceiling has already been inspected and have been fixed properly. The additional issue you are mentioning is not solar-related; there is no way the wall could be damaged this way from the solar installation; this simply makes no sense. While we did plan on priming and painting the ceiling yesterday, 10.8.24, our technician ran out of time to paint, but we plan on coming back out for this. The scheduler has reached out to you via text to confirm dates with you. Please respond, and we will take action as necessary. 

  Customer Answer

  Date: 10/29/2024

  Hi,  
  
  At the time your message dated 10/9/24 was received, the painters were still painting the ceiling in the house. The ceiling repair has now been completed, but there was no way to verify the completion since the painters were actively painting on that day.
  
  I did have to take two days off of work to allow the ceiling repair and I should be compensated for that. If Solgen refuses to compensate me for my time off of work, I will be forced to resort to litigation to recover my losses. I also shouldn't have to spend so much time and energy on trying to get this issue resolved. 
  
  Regarding the roof leak issue being fixed, that is NOT CORRECT. To bring BBB up to date on this roof was installed in June 2022. On November 6, 2023 I reported the 1st roof leak to Solgen. It was not until the spring of 2024 that a contractor came out and "fixed" the leak. That contractor told us that the delay was because the original contractor that installed the roof had gone bankrupt and his company came up from Oregon to fix the roof. Solgen never provided me with any of that information, nor did they keep me in the loop regarding the repair timing.Then, in August of this year, during a mostly rainless summer, It was leaking from the roof, down the stove pipe and into the living room. When I tried to resolve this directly with Solgen, they were extremely uncooperative so I had no recourse but to contact BBB. 
  
  As you can see from the above synopsis, it took all the way from June of 2022 to November 2023 for the 1st leak to appear. Then it took from the spring of 2024 (I don't know the exact date because Solgen refuses to provide me with any information/documentation on my account), until August of this year to leak again. It took over one year for the roof to leak the 1st time, then months to repair the leak, then approximately 6 months for the roof to leak again, For Solgen to say that the repair is complete because it has rained since the recent repair is misleading at best. Consider all the time it has rained in ******* from June 2022 until now and yet the roof still leaked enough to come through to our living room so their logic is extremely flawed! 
  
  I do not agree that the roof is repaired because there is no way of knowing if it is,especially when they said it was repaired before and it leaked again. No test was done to actually validate Solgen's claim that the roof is repaired. A test like a contractor being on the roof pouring lots of water at a fast pace onto the location on the roof. 
  

  
  

  Customer Answer

  Date: 10/29/2024

  Our roof leaked yet again over the weekend. As of this morning I haven't received a reply from Solgen. Can you please tell me what I need to do with BBB now since the problem has not been solved?

  

  Business Response

  Date: 11/01/2024

  *****, we sent ******, our roofing guy, to your home to determine what needs replacing. It sounds like the wood stove pipe needs replacement. You mentioned you do not want our company to fix it. We will hire a company. Unfortunately, thus far, every company we have gotten in contact with in your area has long wait times. If you find someone, this is fine, and we are willing to pay for it. We need to see the bid before any work has been done and will need their contact information, so if you do happen to go this route and find someone else with shorter wait times, please text/email us the bid, and we can go from there. Thank you for your continued patience on this. 
  

  Customer Answer

  Date: 11/05/2024

   
  Complaint: 22178291
  
  I am rejecting this response because:

  The individual they contracted with to ***air the leak by removing the current wood stove pipe and installing a new wood stove pipe is not certified to do such a removal and install of a wood stove pipe. My homeowners insurance would be null and void if the wood stove pipe install failed and subsequently if my house burned down because of the removal/install. I was contacted by a *** from Solgen who said they would get back to me if I need to find a certified wood stove pipe installer. I reached out to them again and now reading this I find it's on my plate to do this. I will take MORE time off work to find and contact a certified wood stove installer to come and assess the situation. Please remember, this is the BUSIEST time of year for wood stove installs/***airs so I'm unsure of the time frame for an assessment. Note, the last leak did some damage around the inside of the house where the ceiling was recently ***aired. 

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

  

  Business Response

  Date: 11/15/2024

  *****, we are working with your original installer of the wood stove pipe to schedule you, you gave us the information for them. You have been CCd in the emails and have also been messaging with our scheduler. We called them on the 13th and were supposed to get an update the next day. Unfortunately, we did not. We assumed they were swamped, so we called and left a voicemail today to try and get an update. We are actively working on this and we will get them out there as soon as possible to fix this. 
  

  Customer Answer

  Date: 11/21/2024

   
  Complaint: 22178291
  
  I am rejecting this response because: Solgen has worked with the outside contractor to rectify the issue. The date for repair is currently scheduled for 12/2 at 9am. This complaint should remain open at least until that date.
  
  Sincerely,
  
  ***** ********

  Customer Answer

  Date: 12/05/2024

  The meeting on Monday with *** and ******* determined Purlight/Solgen is unable to repair the leak. Solgen is now exploring an outside contractor repairing the leak.

  

  Business Response

  Date: 12/06/2024

  Yes, the original installer had thought it was the shingles which was the reasoning why we went back out to confirm it was not the shingles. We are now trying to get the original installer to come out and replace the wood stove pipe. 

  Customer Answer

  Date: 12/07/2024

   
  Complaint: 22178291
  
  I am rejecting this response because:

  I am somewhat satisfied with the current response, BUT this will not be resolved until AT LEAST after the first of the year when the original installer of the the wood stove pipe is able to come out and perform the repair. In addition, the original installer will need payment at the time of the repair. It has been suggested that WE pay for the repair and request reimbursement from SOLGEN. This is NOT ACCEPTABLE. Solgen will need to set up payment to the outside contractor at the time of the repair. 

  This complaint should remain OPEN until the repair is complete and I shouldn't have to respond until that time. 

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

  

  Business Response

  Date: 12/09/2024

  That is the time Charity at Advanced Installation has available, which is not under our control. Additionally, Charity had a question regarding payment. She was unaware of how the payment process would work since that had not been discussed yet. No one has or will be asking ***** to pay for this. We will pay for it. Again, you are in the email threads and will continue to get updates about what is happening via email. 
  

  Customer Answer

  Date: 12/15/2024

   
  Complaint: 22178291
  
  I am rejecting this response because: 

  This is beyond ridiculous! This roof leak BEGAN in NOVEMBER 2023. It began DRIPPING in my living room AGAIN on August 20th, 2024.  
  
  To be honest it was likely leaking since the roof was installed, but it likely only was apparent during heavy rains. The interior ceiling was damaged and repainted. NOW, there are new water stains on the freshly painted ceiling. 
  
  My time is valuable and I've spent HOURS trying to get this rectified. I've not been made any offer of compensation for MY TIME.
  
  Just because Solgen is "trying" this complaint should NOT be closed. To be clear, NONE OF THIS IS MY FAULT.  
  
  I WILL NOT CLOSE THIS COMPLAINT UNTIL MY ROOF LEAK IS FIXED.
  
  Today,  I received an email from the outside vendor trying to repair the roof.  They have yet to hear from Solgen regarding payment on this repair.  My guess is that they are unwilling to pay for a repair that they have ADMITTED IS THEIR FAULT! 
  
  Going forward, I will reject any "resolution" of this complaint UNTIL MY ROOF IS FIXED AND MY CEILING DAMAGE IS REPAIRED,  AGAIN. 
  
  And, the roof leaked again today.  Just in case anyone is keeping track.
  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 12/16/2024

  *****, 

  You should have received an email about the payment situation a little bit ago. As stated before we are paying for this and nothing will be charged to you. As the repair process continues, we must clarify that no additional compensation is being offered beyond the agreed-upon repair work.

  Please continue to keep an eye out for any emails that may come through regarding this situation. Thank you. 

  Customer Answer

  Date: 12/22/2024

   
  Complaint: 22178291
  
  I am rejecting this response because:

  Day 121 of Solgen roof repair 2.0. The roof has not been repaired. The last correspondence from Charity at Advanced Installations stated "Mahealani, My schedule is filling up. Please give me a call to confirm payment arrangements prior to scheduling."  As of today I do NOT have a date for the scheduled repair.  

  I will be out of town and unable to reply to email messages from 12/23/2024 until 1/3/2025. I SPECIFICALLY REQUEST NO BBB RESPONSES EXPECTED UNTIL JANUARY 5TH 2025
  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 01/06/2025

  *****, as of January 3rd the check was sent in the mail to Charity at Advanced Installation. Advanced required pre payment before scheduling. At this time we are just waiting till Advanced gets the check in hand so they can assist with scheduling. 

  Thank you. 

  Customer Answer

  Date: 01/12/2025

   
  Complaint: 22178291
  
  I am rejecting this response because:

  Day 148 Solgen roof repair 2.0

  On Monday 1/6/25 I received a text that a check was mailed. As of today, nobody has reached out to schedule a repair.

  I WILL NOT CLOSE OUT THIS COMPLAINT UNTIL MY ROOF IS REPAIRED AND MY ROOF DOES NOT LEAK. I DO NO UNDERSTAND WHY I HAVE TO SPEND MY TIME EACH WEEK TO SAY THE ROOF IS NOT REPAIRED. SOLGEN AND BBB SHOULD UNDERSTAND THIS.

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

  

  Business Response

  Date: 01/17/2025

  Thank you for your patience. As of yesterday, 1/16/25, the scheduled repair has been confirmed and communicated to both ***** and our team via email. The repair is set for March 6th between 8:00 AM and 9:00 AM.
  
  We appreciate your cooperation and look forward to resolving this matter.

  Customer Answer

  Date: 01/23/2025

   
  Complaint: 22178291
  
  I am rejecting this response because:

  Day 159 Solgen roof repair 2.0.

  Yes, the repair is scheduled for March 6th 2025. To be clear, the roof is STILL NOT FIXED. Solgen has proven they cannot be trusted to see this repair through without oversight of BBB. I will close this complaint when the roof is repaired and does not leak.

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

• Initial Complaint

  Date:08/13/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  12/23/23 - I reach out to Solgen support via email regarding leaks in my roof, which Solgen installed as part of my solar installation March 2024 - Solgen electricians remove 6 panels from my roof to allow for repair work 4/30/24 - I reach out to Solgen support to get a date as to when the roof will be repaired as I haven't heard from Solgen since the electricians came to remove the panels.6/13 - After a no show on the 6th, roofers arrive on the afternoon of the 13th to remove the current roof in the affected half of the upper floor, document the mold damage, and re-roof. Due to lack of materials, they were unable to finish the re-roofing. They informed me that they would be back either Saturday or Monday (15th or 17th) to finish, but were no-shows.6/19 - The team arrives at 4:42pm to complete the roofing.7/1 - I reach out to Solgen support and speak to *****. I have not heard from Solgen regarding getting my panels back up. ***** sends me to the voicemail for the scheduler. I leave a message but do not hear back. I reach out several more times (7/19, 7/29, 8/6) but still don't have a date for when the panels will go back up.Impact: I am not generating any solar power from my system and have to pay energy costs. The roof sold to me was faulty, the solar system sold to me is non-functioning, and Solgen is non-communicative about remedy.

  

  Business Response

  Date: 08/21/2024

  Our customer service manager has been in contact with this customer. We have agreed to pay for the lost production because of the service delays and re working with our local team to help speed up the reinstallation timeline.

  Customer Answer

  Date: 08/22/2024

   
  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.  This acceptance is contingent upon the work being done without issue and in the timeline agreed upon.

  I spoke with ********* on 8/19 and 8/20 via phone.  She indicated that a team would arrive on 8/28 to put my 6 panels up and reconnect my system.  She also indicted that Solgen would have someone come to inspect the damage to my attic insulation.  While she said she would email me this information as confirmation, along with her contact details, she has yet to do so as of 8/22, which, while on par for the communication Solgen has shown to point, is disappointing and does not give hope for the proposed followthrough.  However, given the effort they are putting forth, I am willing to consider this matter closed and will contact BBB again should their promised resolution not be fulfilled or should timelines and communication again become beyond unacceptable.

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