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:01/03/2023

  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.

  Very disappointed in the experience. The up front contract made it sound like wed be producing well over what we use, and maybe have a $50 Utility bill here and there. So far, since mid July, we have yet to bank ANY power with the utility company. Make sure you understand what your % offset is, and what that means for your production. We were initially told 90% offset, but ended up with a 56% offset. Big difference. Also make sure you get a copy of the sales presentation, which includes these numbers, as they are not on any of the other paperwork we received. When asked why they did not install a bigger system, they blamed our roof vents, something that never came up in our original presentation. The latest nugget, is that they flat refuse to even offer an alternative solution. Attempts to reach their "resolution" department were fruitless. The icing on the cake, in our initial excitement we referred at least one if not two customers to them, but since the calls went to their office and not the sales rep himself, they were considered "inside sales" rather than a referral, thus no referral fee. Absolute joke, especially since it took almost 2 months to come to that conclusion. I have also asked for a copy of the original presentation, with all the relevant data that we based our purchase decision on, and they agreed to send it, but never did.

  

  Business Response

  Date: 01/11/2023

  After looking into this customers account with great detail, we can confirm that he entered a solar agreement on June 9th, 2022, and was installed on July 7th, 2022.  The customer was given permission to activate and turn on their solar panels on September 27th, 2022. In our records, it shows that this customer was estimated a yearly offset of 56% given the system size. As stated in the contract, we do not guarantee any energy savings, efficiencies, or cost savings through the use of the Solar Array, but we do strive to meet or exceed the solar production that was estimated during the installation process. We are so sorry for any confusion. We are happy to continue to work with this customer and answer any questions or concerns they have throughout their continued solar production. 
  We have escalated this customer to the appropriate department in regards to his inquiry about the referral(s) mentioned. We understand the customers frustration and we will continue to work with them to reach a resolution.

• Initial Complaint

  Date:01/02/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for solar panels with his company and initially everything went very quickly. I received a quote, inspection of my roof and electrical panel, approval for a loan, and installation of solar panels all by November 18, 2022. Since then I've been waiting for an inspection and every time I contact the company all I get from them is "I'm in the queue". I have a loan for a large amount of money which I have to start paying on in March of 2023. I'm very weary of this company now because what will the customer service be like if and when the panel system gets finalized and starts working. Will it work? And if I have problems will someone even be responsive ? I know part of this is my fault because I should have investigated them before I went any further than the initial quote, but at the same time this company should be more honest.

  

  Business Response

  Date: 01/04/2023

  After looking into this customers account with great detail, we can confirm that she entered a solar agreement on October 25th, 2022, and was installed on November 18th, 2022. We understand the customers frustration and have escalated her concern/complaint to the appropriate department. 
  
  A customer support rep has been in communication with this customer. As of January 3rd, 2023, the electrical inspection is scheduled for Friday, January 6th, 2023.
  Once the inspection has occurred and has PASSED, the results will then be shared with the utility company. From there, it can take ***** days for review and approval for PTO. 

• Initial Complaint

  Date:12/21/2022

  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.

  I have not paid to this business yet. I'm waiting for them to do the roofing and install solar panels. They have Delayed the project for two months and it cannot be done by the end of the year. I was contacting different people in this company I was contacted by a different people all of them say different lies and nobody is responsible for anything. They brought materials for roofing on my yard on 12/07/22 and the materials are sitting here under the snow. I cannot receive any truthful information when the project is going to start and when it is going to be completed. If it is not completed by the end of 2022 I will not receive tax refund and it will cause me financiall hardship. They have absolutely awful customer service and they don't have any respect to their customers. I believe that ********* the representative who works with me purposely mocks me. I have some email communication with the company but they prefer to speak on phone and all the different people tell different things which are not true. They change employees very often and I cannot get any information with who to speak and when is the project going to be completed

  

  Business Response

  Date: 12/28/2022

  After looking into this customers account with great detail, we can confirm that she entered a solar agreement on September 20th, 2022. This customer is waiting for a re-roof to be completed before the solar panels are installed. The roofing materials were delivered on December 7th. The scheduled reroofing is set for December 28th, 2022. Once the reroofing is complete, we will schedule her installation. We do apologize for the delay and we understand the customers frustrations to have this completed before the end of the year. We will continue to work with this customer and answer any questions or concerns she may have. 

  Customer Answer

  Date: 12/28/2022

   
  Complaint: 18623691
  
  I am rejecting this response because: On November 10th I was contacted by the Sogen representative *******. She asked me to select color of the roof which I did immediately. Then several times Solgen representatives called me asking to schedule roofing appointment. I cannot pick up phone during my work day because I work in call center and on phone with my clients during the day. I received 3 phone calls from Sogen asking to schedule roofing appointment. I replied immediately after each of the phone calls with email letting them know that they can come and do the roof any time they want even on the weekends. Every time I received a response that my roofing materials didn't' arrive. But then somebody called me again asking to schedule roofing appointment. 

  eventually at the end of November I started to inquire what was happening. I was worried and I emailed Solgen on November 22nd that I would want roofing to be done and solar panelrs to be installed by the end of the year. I expected winter storms were about to come. They told me that they don't have my roofing materials yet. I asked them if I can be in assistance in ordering my roofing materials because my roof is standard and nothing too complicated should be ordered. Eventually on December 10th I received another email from ******* letting me know that they don't have the color of the roof I ordered and wanted me to chose a different color which I did immediately. I don't know why it took more than one month to figure out that they don't have the color of the roof I ordered. 

  In the mean time since that end of November I was speaking with ********* the supervisor. I was informed that the ****************** needs to issue the permit to re-roof the house. Our town is very small and everybody knows everyone here. I offered ********* to contact the city to find out what is happening with the permit. I was very surprised that the city of ********** was holding the permit because they are promoting solar panel installations and my house is one of the very first. ********* didn't reply on my question. I decided to contact ****************** and they said that the permit was singed on October 24th a month ago and Solgen was hesitant to pick it up. The permit is 32 pages so the city officials weren't able to email it and they notified Solgen back in October asking somebody to pick it up. With this I contacted ********* and emailed her that I can stop by the city hall the next day and pick up the building permit. On which ******* emailed me that I was not allowed. Eventually ********** agreed with ******* to allow me to pick up the building permit and send them pictures of the 32 pages which I did the very next day. 

  From there I started speaking with Solgen what the hold was up with delivering materials for my roof. Usually, the contractor gives a date when the materials are available and again I have simple manufactured one story house and there is no rocket science to get the materials for the roof.  Eventually I got the materials delivery date December 7th and the roofing materials were delivered at my yard. At the same day the roofing crew supervisor texted me asking if I'm ok with them working on the weekend I said that they are welcome. 
  

  Then after waiting for a week I learned that that roofing crew supervisor is no longer employed with Solgen they have a different roofing crew supervisor, and I received a phone number of that new roofing crew supervisor. I texted him asking when they are going to start working on my roof but there was no response. I started speaking with *********, *******, there was another supervisor ********** received different information from all these people. They told me that they were going to start roofing on December 22nd but nobody contacted me. They told me that the roofers were busy with another project. I asked ***** to hire another roofing crew for my roof because it was their fault that it was that delayed but they adamantly refused. That is when I emailed BBB.

  The roofing crew is there and they are working on my house. I'm not sure that the roofing and solar panels installation will be done by the end of the year but they promised me. Still I'm not sure that this is doable. 

  I believe that it was Solgen fault that the project was so very delayed. At this point I don't include the email communication with Solgen because there is a lot of emails. Between ******** and me total 23, between ******* and me total 27, and between ********* and me total 32 emails. But if it is needed, I will present all the 82 plus emails. I will be satisfied when/if the project is done by December 31st 2022.

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

  

  Business Response

  Date: 01/13/2023

  This customers reroof was completed on December 29th, 2022 and the solar installation was completed on December 31st, 2022. She is currently in the electrical inspection phase. She is waiting for a call from Washington LNI Inspector to schedule the inspection. Our Customer Support Rep is following up with ********************** LNI and the customer to keep the process going. 

  Thank you! 

  Customer Answer

  Date: 01/24/2023

   
  Complaint: 18623691
  
  I am rejecting this response because:

  Solgen Power installed solar panels on my roof on 12/31/22 but they are not working and the project is far from completion. After 12/31/2022 heating in my house stopped working Solgen sent an electrician and he told that this is not their fault. The interesting thing that this very proficient electrician was searching for the motor which distributes that hot air in the house and was not able to find. I found this motor the very next morning 1 foot from the place the electrician was standing. Solgen sent me $2000 check and I don't know what it is for maybe for the heat. I asked them via email on 01/19/23 but they didn't respond. 

  On 01/03/23 Solgen Pawer employee informed me that they refer this project for **************** inspection. I was told that the inspector is going to call me from some mistirious restricted number any time during the day. I'm a call center agent working for Washington State. I numerous times tried to explain to Solgen that I cannot take phone calls during the day. But I was not heard. Since 3rd of January solgen harassed me with emails phone calls and texts every day asking if the inspector called. I ended up calling L&I they are very nice and friendly people and they advised that I cannot expect the inspector to call me because they were in training and somebody will contact me after January 12th. They also told me that the inspector will leave a message if I don't pick up a phone. It was a huge relieve Solgen told me that no messages would be left. In the mean time solgen kept harassing me calling, texting and emailing every single day including the days the inspectors were on training and also holiday January 16th. Eventually I called L&I and was told on January 18th that my order was pick up and on January 19th that the inspector will be at my house. Everything was in L&I records and L&I put a record that I work from home and at home every day but certain time. On January 19th I received a phone call from the inspector from absolutely normal number. I was not able to pick up the call because of my work. I gave him a call back and he informed that he was going to be at my house in an hour. I'm very confused why instead of harassing me calling, texting and emailing every day about some mysterious restricted call, solgen workers wouldn't call L&I, retrieve all the necessary information.

  Well, when the electrical inspector arrived, and he told me that because my house is manufactured solgen should have requested different electrical inspection so called *** inspection. I don't' think that solgen didn't know that my house is manufactured. And again on 01/23 i received a phone call, text and email from solgen that some mistirious phone call is supposed to be received restricted number and I should be ready to pick it up any time of the day. This time I was proactive I called L&I and found out the *** inspector phone number. I called him and he stated that Solgen requested him to see my house on Friday January the 27th and he will be there in the morning unless something happens and he will call me if there are any changes. 

  Solgen put me for many months in incredibly stressful situation and still continues to do so. I don't know what is the reason. Maybe their employees totally don't know what they do and how to do it or maybe they are bullies.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 02/02/2023

  In response to *********************, our solar projects in no way interfere with the internal wiring of her home. The heating issue was deemed as non solar related by a professional electrician. From our understanding this issue has been resolved as we have not heard  the resolution for this complaint. We are open to resolution, if any, on this matter.
   
  After further investigation of the undetermined check, we have determined that this check was received for the sole purpose of contributing to her tree removal. This was determined at the sale of her solar system with her Electrical Consultant. This service is to be provided by a company of her choosing and the check will sponsor that endeavor. We apologize for any miscommunication that has been present in regards to issue.
   
  In regards to the emails, we apologize for any worry that *** have been caused by Solgen informing ********************* to be aware of potential incoming calls. Part of our current protocol we include the following statement:
   
  Please keep an eye out for an unusual caller I.D. It *** say Restricted Caller, Anonymous Caller, or something along those lines. Just to be aware, they will not leave a voicemail, so please be sure to answer to get this scheduled. If you do not answer, it will need to be re- requested. 
  This statement in our communication provides notice of potential calls from the inspector to schedule. To assure customer comfort we provide that notice. Additionally we apologize for the inaccurate information provided in regards to the voicemails. Historically protocol in this process did not provide voicemails, however each inspector varies.
   
  In response to the excessive calls, in attempt to quicken the solar process, communication is essential. We apologize for the excessiveness in communication. Our goal as a company is to provide consistent communication to update the customer on their project. We will take ********************* comments into consideration as we generate processes and we apologize for any undue stress. As for Solgen Powers holiday policy, we were working on that holiday and we do acknowledge the inconvenience ********************* *** have experienced in being contacted. In addition to this issue, with Solgen Power being a separate entity from the inspectors, we are not aware of training schedules for the inspectors, and that is not communicated to us.
   
  Solgen Power formally apologizes for any inconveniences caused by the wrong inspection being requested. With this being an error on our part, we are taking steps with the appropriate department to assure that this mistake does not happen in the future. With that being, stated Solgen Power would like to continue to work towards a reasonable resolution for both parties involved. At this time, our understanding, the original issue that has triggered this correspondence has been resolved. Currently her project is waiting to be scheduled for inspection. We have resubmitted for the *** inspection, and are now waiting for LNI to contact ********************* directly to schedule inspection.
  Thank you,
  Solgen Power

  Customer Answer

  Date: 02/11/2023

   
  Complaint: 18623691
  
  I am rejecting this response because:.,
  

  This project started in September 2022 and pretty soon will be going on for half a year. I was hoping ot save some money on my ****** electric bills but it is not going to happen. This project takes for so long because Solgen Power doesn't know how to work and their employees don't have any basic customer service skills or respect to the people they work with. 

  On the 27th of December I had the *** inspector over here at my house. He was very unhappy. Solgen made some mistakes in their project and also they instead of sanding me the building documentation paper copy for the *** inspector to be able to read it, they emailed the documentation.  The *** electric inspector stated that he will send message to Solgen when they need to redo and I have to contact them and ask to send paper copies of technical documents. On January 27th I wrote Solgen email outlining all the above. On February 6th, 10 days after, I received email from Solgen they expressed their hopes that I work with the *** electrical inspector. ON which I responded that they are supposed to send the work crew to correct the mistakes they have made and request re-inspection. Solgen again waisted 10 days because they didn't pay attention onto what *** inspector noted them to do and what I wrote them in my email on January 27th. 

  After that I received a communication from another Solgen employee asking me to schedule an appointment  for the work crew to come over and correct mistakes in the project. I replied with the possible dates at the earliest convenience early next week and asking them to reply by the morning the next day because I need to have enough time to request leave from my work. I work as call center worker from home and I cannot work when somebody banging on my roof. This communication happened on Thursday the 9th. On Friday the 10th I received email from Solgen employee that they cannot schedule an appointment yet for the work crew to come over because they need to send the new project plan to be approved by L&I.

  I don't know for how long more it is going to take. The one improvement I see that they started to communicate via email which I initially requested. It took Solgen 5 months to understand that email is the best way to communicate with me because I cannot take phone calls during my work day. I would want Solgen to come up with some proposal what they can do to minimize the impact of no heat in my house after their work crew performed some work and also the impact that because it takes so long which is Solgen fault I cannot lower my electric bills this Winter on which I very hoped. 
  Sincerely,
  
  *************************

  

  Business Response

  Date: 02/17/2023

  In response to *********************, Solgen Power is continually empathetic for the delays that have been caused. Solgen Power is continuing to exhaust all options and means to appease *********************. Despite these issues Solgen has been working with ********************* the best they can given the restricted contact points and miscommunication. Additionally attached, Solgen Power has added a capture of the official message from ********************* requesting for the contact information of the *** inspector. At no point has Solgen encouraged ********************* to directly call the inspector for scheduling. Due to the missed calls to *********************, delays have occurred to the completion process of her solar system. 
  
  With this being stated, Solgen Power is apologetic for the delays. Additionally Solgen will continue to push this endeavor along so ********************* can receive the benefits of her Solar Power. At this time compensation for not having ************************* system on at this time will not be granted being that her payments for her system do not start till April 2023. In regards to her issues with the heat, that has been confirmed to not be related to the work performed by Solgen. 
  
  Solgen Power would like to continue to work towards a reasonable resolution with ********************* and creating complete customer satisfaction. 
  
  Thank you, 
  Solgen Power 

  Customer Answer

  Date: 02/24/2023

   
  Complaint: 18623691
  
  I am rejecting this response because:

  The project was delayed because:

  1. 6 weeks delay because Solgen failed to pick up building permint from the city of **********. I had to pick up the permit myself if I wouldn't do so it would be delayed even more.

  2. 3 weeks because Solgen's roofing supervisor quit and it took them 3 weeks to bring in a new person.

  3. 4 weeks because Solgen failed to refer the project to be inspected by the correct electrical inspector and the project after being inspected by incorrect electrical inspector had to be rereferred and reinspected by FAS electrical inspector.

  4. Many more weeks delayed I don't know how many because Solgen failed to complete the project correctly. The inspector found out that the corrections should be made before they can approve. 

  
  

  I work for ******** in call center and I cannot reply phone calls during my work day because I'm on phone with my clients. I asked Solgen to put in the case notes that I can accept text or email. They texted and emailed me and usually I respond in less than 24 hours. I was very tired of Solgen phone calls every day without any reason to call me. They called me to schedle an appointment for roofing but when I called them back they said that they are not ready to roof yet because they don't have materials. Then they called me to schedule roofing appointment. Then I called them back and was told that they don't have materials. Then they again called me to schedule roofing appointment. I called and spoke to supervisor and found out that they didn't have the materials for roofing and they didn't pick up building permit from the ******************. I picked up myself the building permit and emailed them the pictures of it. 

  Then I started to communicate with Solgen via text and email and I have all this communication. It is a perfect example and evidence3 of a very poor and unprofessional business Solgen conducted with this project on my house.

  I would want a financial reparation.

  Thanks

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

  Customer Answer

  Date: 04/10/2023

   
  Complaint: 18623691
  
  I am rejecting this response because:

  The Silgen even doesn't know when their own appointments are going to happen.  They told you that the appointment is on Wednesday the 5th but the technician is here now. He drilled some ugly holes in my seelimg and stated that he doesn't have anything to repair.  When Solgen scheduled an appointment with me they promised me that the seelimg is going to be repaired after the drilling. 
  
  Sincerely,
  
  *************************
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 04/10/2023

  To whom it may concern, Solgen Power continues to work with ********************* and will get this project completed as soon as possible. We have failed the inspection. We are working to draft a response and have set an appointment for 4/5/23 to begin addressing these concerns. This appointment has been confirmed by ********************** To whom it may concern, continue to work with ********************* and will get this project completed as soon as possible. We have failed the inspection. We are working to draft a response and have set an appointment for 4/5/23 to collect additional information on the ceiling supports and acknowledged that this was understood. 

  

  Business Response

  Date: 04/10/2023

  To whom it may concern, we are working to get this project to completion and our ****************** team is covering loan payments in respect to the delays experienced on this project. Any damage caused by the installation or work related is covered by us and would be completed. Our Site Surveyor drilled in order to gather information, our General Construction team would work to schedule a Service appointment for repairs. This may take place after we have confirmed that inspections are good and we no longer need that access point. 

• Initial Complaint

  Date:12/19/2022

  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.

  We contracted Solgen to install solar panels at our home, they installed the panels on July 28th 2022. The panels were not connected because a final inspection from the city was required. When the inspector came (November 14th) after us constantly asking Solgen to move forward, it turned out they never applied to a permit to install in the first place. Since then no progress has been made. Part of the project was to get a tax break (as documented on the information and proposals their shared with us) from the solar panels, the break expires this year, it is based on installation, which as noted above, has not been completed and it is unlikely it will be done at all this year.Since it is their mistake I want them to finish the project and cover the promised tax break if I cannot claim it, or remove the panels and restore my roof back to perfect condition.

  

  Business Response

  Date: 12/22/2022

  After looking into this customers account with great detail, we can confirm that he entered a solar agreement on May 10th, 2022 and installation occurred on July 28th, 2022. In order to activate the panels, an inspection is needed and Permission to Operate needs to be granted. Its noted on the account that the Electrical Permit was applied for on September 22nd, 2022. We understand this customers frustrations and we sincerely apologize for the lack of communication in regard to rescheduling the inspection. A service appointment has been scheduled for January 5th, 2023. We will be removing the panels for the cover inspection. The cover inspection will occur same day with the city of ********. We will continue to work with this customer and address any questions or concerns they have. 

  Customer Answer

  Date: 12/28/2022

   
  Better Business Bureau:
  
  

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory at this time. This is a multistage process and I the proposed solution only covers the first. 

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

• Initial Complaint

  Date:12/17/2022

  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.

  When the seller for the sollar came, he said that i would get a $1000 check to pay for a year of solar. I was also told that i would get a smart thermostat to put in my house. When the contract for the solar started they have said that it could take up to 90 days for the installation. **** took my electric statements to make an average of usage and that way plan accordingly for my panels. After the intallation it took a couple more trips for them to finish the process as they kept missing to submit information. I emailed several times and asked about the money and the thermostat that i never received. When i spoke with an agent i was told that the check would only be for almost $500. Never received the ***** And now that my new bills with the solar power printed, the electric bill plus the solar are higher than what my bill was before the having solar panels. In the email i have attached i clearly state that i *** not receive the decise. Whent they stated that part of the money was sent to the loan company, it shouldnt have start to charge me from the day i signed the contract since i did not have the product.

  

  Business Response

  Date: 12/19/2022

  We have looked into this customers account and can confirm that that the customer signed the solar agreement on May 10th, 2022, was installed on August 10th, 2022, and was given permission to turn-on her system on September 20th, 2022. From our records, it looks like the customer was communicating with one of our customer support team members in which the tracking was confirmed that the first Nest was delivered. On September 2nd, we resubmitted for a second Nest device to be sent to the customer. It was also confirmed by the finance department on September 2nd, 2022 that the funds were sent to verity. In the contract, it states that the customer will not receive a bill from verity for the first 6 months, as Solgen Power will cover the initial payments for 6 months and will work directly with the bank to cover those payments. We will continue to work with this customer and are happy to answer any further questions or concerns they have. 

  Customer Answer

  Date: 12/20/2022

   
  Complaint: 18605122
  
  I am rejecting this response because:

  I was told that I would receive $1000.00 to pay for a  full year. I have attached the pictures that Verity shows Solgen only paid for 4 months, I then received a check and it is also attached. The total for those 2 added is $825.27. Even though I was told that the Nest was sent, it was never received. I believe my contract says that the solar had to be active within 90 days and it took longer than that. I have cameras outside my house and I never got notification that something was delivered. Can I see a tracking number of the delivery? 

  I was also supposed to be paying less with the solar, but my new bill plus the solar payment, is more than I have ever paid. I am really upset. 

  
  Sincerely,
  
  Azhalea Fields

  

  Business Response

  Date: 01/09/2023

  We are actively in communication with this customer and are still working to resolve her concerns regarding the Nest, concessions offered, and her sense device. A service appointment is in the queue to be scheduled to figure out why her sense device isnt working properly. 

  To address her concerns about the Estimated Completion Date, there is nothing in her contract that states that the panels had to be active within 90 days.   
  In the customers contract it states, It is anticipated that the installation of the Solar Array shall commence on or around the day set forth on the first page of this Agreement and will take approximately 8 14 weeks to complete. The agreement doesnt state an estimated time of completion for when the installation occurs to when the panels are active and producing. 
  
  We will continue to work with this customer and will do our best to resolve her concerns. 

• Initial Complaint

  Date:12/15/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contracted through Solgen to have solar panels installed on my house. They have failed the state required electrical inspection twice due to a conflict with the installed system and the submitted plans. Following the first failure, Solgen Power LLC sent us what we thought was a new set of plans but what turned out to be the same set that were previously rejected. My wife and I have had to re-arrange our schedule twice to accommodate the inspector's schedule.

  

  Business Response

  Date: 12/22/2022

  After looking into this customers account with great detail, we can confirm that this customer entered a solar agreement on September 15, 2022 and was installed on October 3rd, 2022. It has been noted on the customers account that the electrical inspection has failed multiple times due to incorrect plans being submitted to the inspector. We apologize for any inconvenience and take full responsibility for the errors that have occurred. We are working on gathering the correct plans and rescheduling the inspection. 

  Customer Answer

  Date: 12/27/2022

   
  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. The business has reviewed the deficiencies in the inspection and has responded. I have not received the results from the new inspection yet. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:12/14/2022

  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.

  Asked ******* for a quote may of 2022. Was pushed into filling out a loan application. Then was told 20k Had a sevay of property done. Then decided to cancel **** of 2022. Never completed all docusign requirements. Was contacted in August and again canceled. Was contacted in October and again canceled. As of November of 2022 I was charged for a loan for services I never agree to and have never received. I spent 2hr on phone with ******* for them to say they never received money from the loan and to contact the bank. Then was told they gave it back. Then I was told they don't receive money from the bank that's not how a loan works!!! I demanded proof that they gave the money back to the bank and that I had canceled. After another hour on the phone and speaking with the bank. They did take out a loan in my name and never canceled. I'm pretty sure this in fraud. And I want to file a lawsuit.

  

  Business Response

  Date: 12/19/2022

  We have looked into this customers account with great detail and we can confirm that this customer entered an agreement on May 10th, 2022. On July 21st, one of our customer support reps contacted the customer and left a voicemail requesting for her to sign the ** documents that were sent over to her via DocuSign. Solgen reached out again on October 13th, 2022 requesting for the customer to sign the ** documents to which the customer requested to cancel.  On October 24th, 2022 a team member from our cancellation team contacted the customer via phone requesting that he needed to speak with her to fully cancel her agreement. The customer did not answer, so a voicemail was left. He then followed up with an email as well. Solgen didnt hear back from the customer, so our cancellation team reached out to the customer again on November 15th, 2022. We sent her an email informing her of her canceled project. On December 12th, ****************************************************** which the cancelation was resubmitted. As of December 12th, 2022 we resubmitted the cancellation and are now waiting to confirm with Verity of the cancellation. The cancellation can take up to 28 days to fully process. We understand the customers frustration and are taking care of her cancellation request. 

• Initial Complaint

  Date:12/07/2022

  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.

  I signed a contract with Solgen power on June 9, 2022 for solar panels. I was informed by the sales rep that the solar energy would replace my power bill. He ensured me that my home location was a good fit, even though I let him know I was concerned about neighboring trees. I also let the sales rep know multiple times that I could not afford both an electric bill and a monthly bill paying for the solar panels. They also did not communicate that it would take up to 5 months for the install. They installed the panels at the end of October. During the install, they had to cut into my wall above the electrical panel and I was told they would notify another department of the repair needed. The installer also let me know that he would set up the monitoring app and that I would be notified of this. At this point, I am not generating solar energy at all. I have spoken to several representatives for resolution as I am now having to pay for both electricity power AND the loan cost for the solar panels. The app was not set up nor was the repair for my wall. I am out the $20,000+ for the solar panels which do not work and my wall needs to be repaired. I am being passed from person to person, **** to **** within Solar and I feel like I am getting the run around. I feel as though I was sold a product that does not work and additionally have drywall repair needed at their expense. When I asked about return policy as they sold me a product that does not work and was falsely advertised, I am told that it would be at my expense for removal and roof repair. I was informed multiple times during the sales pitch that it was being recorded, I would greatly appreciate those recordings be reviewed.

  

  Business Response

  Date: 12/12/2022

  After reviewing this customers account in great detail, we can confirm that the customer signed the solar agreement on June 9th, 2022. The customers installation date was October 19th, 2022 and her turn-on was activated on November 8th, 2022. This customer reached out to our customer support team on October 31st, ******************************************************************************* regards to her drywall repair complaint, an original Work Order Case was submitted for the repair on November 4th, 2022, and have been working thoroughly to get this scheduled. The customer reached out again on November 29th, ********************************************************************** which our customer support rep informed her that she will, reach out to her manager to see what can be done. On December 2nd, 2022, we re-submitted a High to Business Critical Case to get her wall repaired. As of December 9th, 2022, we are trying to schedule the repair for December 20th, 2022, but customer needs to confirm if that date would work. We understand the customers frustrations and we have escalated this complaint to try and get this resolved as soon as possible. 

  Customer Answer

  Date: 12/12/2022

   
  Complaint: 18537679
  
  I am rejecting this response because:

  I have been in contact with multiple different people within this company, not the couple of emails they refer to. I have been passed around from **** to **** with no follow through or plan for recovery. I feel as though I was sold a product that does not perform and horrible customer service and follow through. Yes finally drywall repair is scheduled, amazing after BBB complaint filed. This has been a horrible experience and am not getting what I supposedly purchased  Zero solar energy is being produced by the panels they installed 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 12/16/2022

  We are sorry for any confusion and we do our best to try and meet the customers expectations during the solar project. 
  This customer received Permission to Operate on November 8th, 2022. This customer is saying they have zero production, but we are seeing on our end that the customer exceeded the estimated production for the month of November. It looks like production is still occurring and there are no errors on our end. Everything looks to be functioning properly. As stated in the contract, we do not guarantee any energy savings, efficiencies, or cost savings through the use of the Solar Array, However, we do strive to meet or exceed the solar production that was estimated during the installation process. Again, we are so sorry for any confusion. We are happy to continue to work with this customer and answer any questions or concerns they have throughout their continued solar production process. 

• Initial Complaint

  Date:11/30/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed a contract with Solgen in September of 2022. I was contacted by them about 3 weeks later because they over promised on the amount of energy that my panels were going to produce. I was hesitant to move forward, but in the end, I wanted solar power and was willing to give up 10-15% energy efficiency. I was told all along that this work would be completed by the end of 2022. When it came to November 15th, I had not been contacted nor had the project moved forward in the joke of an app they have, I decided to cancel the project and I was told a cancel team would be contacting me in the next 3 days. 2 weeks later nothing and I feel as if I am being scammed. I have been told that the project manager would be contacting me within 24 hours and it now has been 3 days. I am concerned that the loan that I took for this has not not been cancelled and I will be stuck with a bill and no solar panels.

  

  Business Response

  Date: 11/30/2022

  Solgen Power has had recent contact with the customer regarding his project.  We are committed to working with the customer to find resolution. 

  Customer Answer

  Date: 11/30/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:11/28/2022

  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 got solar panels installed on our property . They never worked for almost a year . After I had to hire a lawyer to threaten them did they ever do anything . Ended up getting a new roof from them because they ruined my roof. And now Im paying just as much a month as I was before without the panels. The panels consistently go off-line and there has never been one month that has gone by that we still have a PUD payment when we were told that the panels would cover or day-to-day activities. Its all been a scam and lie . I feel like they should be paying ** every month that we have a PUD bill . I would really like them to come and take these panels off our property.

  

  Business Response

  Date: 11/30/2022

  Solgen Power has had recent contact with the customer and working to address his concerns. 

  Customer Answer

  Date: 12/01/2022

   
  Complaint: 18470763
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  how can I accept this as being a resolution, when you have done nothing to help me. I am still under size and still paying a monthly bill to the PuD which is unacceptable. these panels a bit on my property for almost 2 years and Ive only been in work since February ****. That information is coming from Benton County PUD. Very unhappy.

  

  Business Response

  Date: 12/12/2022

  After reviewing this customers account, we can confirm that the customer signed the solar agreement on December 16th, 2020. This customer was installed on February 18th, 2021 and his solar panels were approved for turn-on on January 21st, 2022. On March 3rd, 2022, the customer reached out to our customer support team regarding a roof issue due to installation, in which we sent someone to evaluate the roof. On March 4th, 2022, we confirmed that we would need to remove the system, repair the roof, and reinstall the panels. We agreed to compensate the customer for loss of production during this time. As of May 9th, 2022, the repairs were completed and we reached out to our Install team to schedule the customers re-installment. On June 29th, 2022 we requested from our team a check for the compensation. 
  On September 6th, 2022 the customer contacted our support team to express concerns about the production of his panels. A request was submitted for a service appointment which was scheduled for September 14th, 2022. After the appointment, it was stated that corrections needed to be made in which we sent out a crew same day to correct those issues. 
  On November 23rd, 2022, the customer contacted our support team with concerns regarding his monthly utility bill and that his system keeps going offline. We scheduled a service appointment for December 5th, 2022, in which the electrical permit was completed. We received confirmation on December 9th, 2022, from the jurisdiction for the completion of the building inspection and we are now waiting for them to send the documentation. We understand the customers frustration and we are doing everything we can to address his concerns. 

  Customer Answer

  Date: 12/15/2022

   
  Complaint: 18470763
  
  I am rejecting this response because: they are lying, the panels were installed early in 2021 and sat on my roof until I went and paid an attorney to write them a letter to get them moving . These panels have sat on my roof for over one year before they started working . Call Benton County *** and ask for ******. She will tell you the truth. Also call them about the fine Solgen received for not going through Washington state engineering approval to put them on my building. How about call the planning commission again and ask him if they ever have done final approval on my property I can assure you that has not happened yet either per my conversation with them as of two weeks ago. This company is nothing but a scam . There a salesman said that we would get a $10,000 check from the government for signing up with this program and that we would never pay our local *** any more than six to $12 a month for a hook up fee that also is a lie. Last month I paid around $160 to the local *** office on top of the rate that I have to pay verity credit union they gave ** the loan through Solgen. The *** company also told me we do not have enough solar panels on our property to cover our needs. That is another lie as they said that they would put enough panels on my property to cover every need of electricity that we have. Why cant they be held accountable for their lies in the way they treat the customer. This is a $48,000 pill that me and my family how to swallow ,why ? This company should be held accountable for everything that they have done to me and all the hundreds and hundreds of people online going through the same BS that Im going through every day. One very unhappy customer
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 01/04/2023

  On December 12th, 2022, we were told by Benton County that the permit is on hold because the customer went directly to the county to get an inspection scheduled. As of January 3rd, 2023, we emailed the jurisdiction for a follow-up. The last update we received was on December 16th, 2022, in which the inspection had not taken place. 

  To follow up regarding the customers concerns about production, we have offered to install a few more panels by using a ground mount. We cannot add to the North side of his roof due to shading. The customer has refused the ground mount option. He was told that he'd only have a $6-$12 a month utility bill, however, as stated in the contract, we do not guarantee any energy savings, efficiencies, or cost savings through the use of the Solar Array, but we do strive to meet or exceed the solar production that was estimated during the installation process. By offering to install a few more panels as a ground mount, we are trying to reach the estimated production of ****** kwh that was proposed to him. Just to reiterate, the customer declined this offer.

  Please advise. 

  Customer Answer

  Date: 01/07/2023

  I do not accept this answer because they continue to lie . I never told them that I would be going directly to the county for an inspection . I told them I called and thats what the county told me that Solgen never has got a final inspection . Lie number two is they never have asked me to put more panels on our property on the ground . They called last summer and asked to put an a frame on my roof to fill with panels which I replayed with no . Why would anyone put out for a 48 thousand dollar loan to put panels on my property if they are not gonna produce to power output to cover my use . When this all started they wanted a copy of my p.u.d bills for one year so they could put enough panels on my property to cover my needs , thats why it sounded like a good deal . We have several months that go over 500 per month for electricity. They said they could cover that and that any extra power would be stored at the p.u.d to be used in the lean months of the year . Another lie !. They cant do what they guaranteed or promised .why would anyone sign up for this b.s if it does not cover your power use ? They are a scamming me and I am sure others out there as well . All I ask is that I was upstanding in saying yes to this coming on my property and now its not working they should be upstanding to come out and take this away from **. Thats all we asked to be fair there is nothing being fair done at this time. I have had a PUD bill every month when they promised I would never have a PUD bill except for six to $12. I dont care what they say is in their contract as their salesman spoke to ** several different occasions, and said the same thing that I am repeating now. They are still out selling the same BS to customers now. This company is a scam ! 

   
  Complaint: 18470763
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 01/18/2023

  In response to ************************ statement that we did not offer a ground mount, a team member on our customer support team had a phone conversation with ********************** on December 22, 2022 regarding this matter. During that phone call, halfway through the conversation, the team member said, we wouldnt be able to put anything on that North side due to shading from the trees, um, I mean if you have property and you have land, there is the potential that they could put a ground mount. In which ********************** replies, no, thats absolutely a no. That was not what was signed in the contract and that was not what was told to me. It was implied that we were willing to give ********************** extra panels in the form of a ground mount to at least meet his estimated production, but he refused. We can provide the recorded phone call if needed. 
  We have tried to work with ********************, but he is unwilling to meet ** in the middle to try and resolve this. 
  Again, we understand ************************ frustrations and we are more than happy to continue to work with him, however, we cannot guarantee utility bill amount. 
  
  As for ************************ other statement regarding the inspection, we were informed by Benton County on December 12th, 2022, that the permit was on hold until further notice because, the owner had scheduled an inspection with my supervisor prior to our conversation, so it appears we are on hold util that is completed with my supervisor. Since December 12th, 2022, our team member has continuously followed up with Benton County to try and resolve this. As of January 3rd, 2023, Benton County was, able to talk with the inspector that was working with ******************************* and it sounds like he will try to go out to the property this week. Weather and schedule conflictions have paused our efforts. I can provide this communication as well if needed. 
  We continue to follow up with Benton County to keep this moving. 
  
  Please advise. 

  Customer Answer

  Date: 01/24/2023

   
  Complaint: 18470763
  
  I am rejecting this response because: please forgive me, but if I was told at the very beginning of all this happening, I would have to have panels on the ground to meet my energy needs. We wouldve never of signed a contract. You guys said that you could handle our energy needs from our roof. Thats why you pulled 12 months worth of PUD statements to make sure you could do this. You said it could be done and its not being done. Weve had two consecutive months of PUD bills over $425 plus our very credit loan. How is this a good deal for **. Your panels havent worked in two years out here through the summer months so we have no power built up at the local PUD to help offset our cost like you said it would. You guys are lying and you know it. Youre so quick to respond and say you have it on a recording how about you go back and get all the recordings from all our conversations so we can hear your salesman tell ** that we got a $10,000 rebate check once we sign the contract and that our only monthly bills to the local PUD would be six to $12 a month. How about you do that Solgen? I think we know the answer to that. All you have to do is look up on the Internet under Solgen power scams and you will see hundreds of people in the same shoe as me. They were told something and the performance is something else. All Im asking them to do is be an upstanding company and admit that their product does not work on my property and come resolve this issue. I understand that every property is different and it works on some but it is not working on this property. Please come get your material off my property. I am paying more a month in utility bills now than I ever did before I started business with you guys. I will not stop filling out monthly reports to the Better Business Bureau or the Washington state attorneys generals office or talking to as many lawyers about this as I can until something is resolved from your end. I see other state attorney generals starting to look into solar panel companies and I will do my best to make sure it happens in the state also . You guys have lied from the very beginning and are continuing to still do. Where is the lemon law for solar panels that dont work? You guys are scamming me and you know it
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 02/02/2023

  At this time Solgen Power will be rejecting arbitration with **********************. Solgen Power is continually empathetic towards ************************** situation and would like to continue to work on a resolution that benefits both parties involved within reason. With this being stated we would like to inquire on potential resolutions without the use of a third party source. 
  
  Thank you, 
  Solgen Power LLC

  

  Business Response

  Date: 02/10/2023

   
  Dear BBB:
  
  Below is the details on our availability for a Mediation Hearing:
  
  Please Place list any dates you are specifically NOT available in the next 6 weeks: 
  
  
  
  
  Please Place an "X" next to the Day of the Week you are Available and work best for you: 
  
  ____Mon. ____Tue. __X__Wed ____ Thurs. ____ Fri.
  
   
   Please Place an "X" next to the Time  you are Available and work best for you: 
  
  _X___ Morning ____Afternoon 
  
  I understand that BBB will do its best to accommodation the information I have selected.  I understand that mediations are scheduled to start between the hours of 8 am and 3 pm, and must conclude by 5 pm.
  
  Thank You.

  Customer Answer

  Date: 02/14/2023

  [A default letter is provided here which indicates your acceptance of Mediation. 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 Mediation is necessary.
  
  Below is the details on our availability for a Mediation Hearing:
  
  Please Place list any dates you are specifically NOT available in the next 6 weeks: 
  
  
  
  
  Please Place an "X" next to the Day of the Week you are Available and work best for you: 
  
  ____Mon. ____Tue. ____Wed ____ Thurs. ____ Fri.
  
   
   Please Place an "X" next to the Time  you are Available and work best for you: 
  
  ____ Morning ____Afternoon 
  
  I understand that BBB will do its best to accommodation the information I have selected.  I understand that mediations are scheduled to start between the hours of 8 am and 3 pm, and must conclude by 5 pm.
  
  Thank You.

  Regards,

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