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:11/16/2022

  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.

  I signed a contract with Solgen in October of 2022 to have solar panels installed. When they came out for the inspection I was informed that I need to have my entire roof reroofed. The company offered to include the reroofing in the payment plan, but the cost of the reroofing was extraordinary high. I am also going through a divorce at this time and money is tight. As this was beyond the the scope of what I was able to afford, I decided to cancel the contract. I had no issues up until recently when I was informed that I because I was outside my "3-day cancellation window" that they would be charging me $3500.00 in cancellations fees. This is absolutely absurd. To put the cost of a new roof on top of what I was already going to pay and then charge me an exorbitant cancellation fee is a purely predatory business practice. Stay far away from this company.

  

  Business Response

  Date: 11/23/2022

  On November 17, 2022, Solgen Power emailed the customer confirmation that his cancellation fees were being waived. We have carried out the desired result for this customer.

• Initial Complaint

  Date:11/11/2022

  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.

  On 9-21-22, A roofing company discovered I had active leaks, mold/mildew and cracked plywood in roofing. I called solgen on 10-17-22 to inform them that I would need work on roof.During install I had informed solgen that the roof was old and had less than 5 years left before full replacement. Their inspector decided to move forward with install of system. Their website claims they will not install on a roof with less than 10 year life left.After several call follow *** I made to Solgen, they informed me a team would be available on 10-25-22 and project coordinator would call me on 10-24-22. No call and no show from solgen. On 10-27-22 i called solgen back to follow up an was informed I would need to pay $15k to have panels removed.I provided documentation that the they installed on a roof with less life than 10 years. On 10-27-22 at 5:29 pm on a recorded line, solgen customer service manager made the decision that solgen would not charge the customer to remove and reinstall the solar panels after reviewing the evidence provided.I was informed that they would put a work order in as high priority. I have followed up every week and keep getting the same answer, we will contact you when we have an update.I had to put the 10-31-22 roof install start date on hold. I have materials for the new roof sitting on the roof waiting to be installed.I provided the contact information for the roofing company and solgen has not contacted them. Hph roofing has reached out and is not being answered either.I have active leaks into the home.Damage to interior of home is happening every time it rains.Solgen still does not call nor provide any updates when i call them weekly. Even during install, i was the one who had to call PUD to have inspections done and get system turned on due to a lack of communication from solgen to customer or cowlitz pud.Emails, videos and home inspection at purchase can be provided if needed.

  

  Business Response

  Date: 11/23/2022

  Solgen Power is working with the customer and his uninstall/reinstall requests.  He has had recent contact with our customer service to address his concerns. 

  Customer Answer

  Date: 11/23/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  Their team has currently uninstalled the panels. Currently waiting for the reschedule of the reinstall date.

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

• Initial Complaint

  Date:10/28/2022

  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.

  Hired them to install solar panels and it has been an ongoing headache for 6+ months.They installed before going through the proper steps with our power company. I've had them on my roof since June (it's 3 days to November). I have no meter and they don't work *********** has been slow to respond and it has take weeks just to get responses like we will see what we can do.We finally had enough and decided to cancel, as they have failed to provide what they said they would. Now we are being avoided and they say they're refusing to cancel.So now that we want to return the item we purchased that does not work, they will not let us.I want to discontinue the solar panels, have my loan canceled (that's the refund), and have my roof repaired.I have the emails going back and forth, and can provide each individual one if that helps.

  

  Business Response

  Date: 11/05/2022

  Solgen power has been working with this customer and the inspector to get her project finalized.  Solgen power has offered monetary compensation towards loan payments and informed the customer that her project is too far along in the process to cancel.  A contract was signed and Solgen Power has every intention to fulfill our end of the contract, we are looking for cooperation from our customer to get her inspection passed so we can move one step closer to powering on the system.     

  Customer Answer

  Date: 11/05/2022

   
  Complaint: 18330776
  
  I am rejecting this response because: the business has continued to lie to me, they re currently trying to lie to L&I and falsify documents to get the inspection passed. Working with me would imply they know how to communicate which they do not.

   

  Just today they left a message after hours with no direct extension all I could do is call the customer service line which was closed. Also, the manager has been out of office and is going to be again, so clearly doing the job is optional. 

   

  They already failed to meet the contract and are trying to tie my hands behind my back because they won't admit they messed up. I'm working on a consumer lawsuit anyways, I've got false advertising, failure to fulfil the contract in a timely fashion, and infliction of emotional distress. I have medical conditions that can not deal with this anymore.

   

  Also the money is just to pay the loan, which is obvious because why would I pay for something that doesn't work. However, that doesn't cover the electric bills that were supposed to be offset by this system.

   

  They can lie all they want, but is is unreasonable and they should just admit they messed up and take the loss.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 11/23/2022

  Solgen Power is in communication with the customer and has come to a resolution to address customer's complaint. 

• Initial Complaint

  Date:10/23/2022

  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.

  solar panels have been installed for 6 months and still not on, my payments have already started and i'm not getting what I paid for.

  

  Business Response

  Date: 10/24/2022

  After reviewing the notes on the account we can see that permission to operate has taken longer than expected. Inspection was passed July 29th, 2022 since then our company has followed up with the power company on multiple occasions. A check was requested to compensate ******************** for payments made, we will follow up to verify payment was received. At this time we will assign a customer service lead to communicate with the customer as we resolve his issues moving forward. ******************** is welcome to reach out to our company at ************ at any time as well. 

• Initial Complaint

  Date:10/13/2022

  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.

  I signed a contract with Solgen Power, LLC. on 10/07/2022 after a conference/video presentation call. The contract was signed electronically. I had a bad feeling right after the call ended. I looked on line and found a number of negative reviews/complaints. Within hours I texted the salesperson and invoked the 3 day Right of Cancel clause in the contract. He replied and indicated that he would be sure the contract was canceled. The next day he assured me that he had canceled the contract and encouraged me to visit the companies On line Portal for further inquiries. I have had numerous contacts with a Field Rep named ********************************* via an online chat room. He initially assure me not to worry and that a ticket had been submitted to the companies "Cancellations Team". The 3 day window for canceling the contract has now passed. I have contacted ***** several times now and his last reply to me stated. "Nothing to worry ****** our team will be assisting you regarding the cancellation of your account so all you have to do right now is to wait for them to contact you." I replied, "How will they be contacting me" and ***** replied, "They touch base with you either through email, SMS or call, so please keep your lines open." I am pretty sure that I am being lied to and that this companies intention is to follow through with the installation without canceling the contract as I directed them to and the so called "Cancellations Team" is a ruse to stall things and placate me until they can follow through with their Installation plans. I have copied all of my conversations with ***** and have saved them to a Word Document as proof that they are stalling me.

  

  Business Response

  Date: 10/13/2022

   

  *************************** cancellation request has already been notated on the account. Ticket #****** was created during the interaction with *****, this is the same conversation attached to the BBB complaint. Work has stopped on the account and this account is in que for the the cancellation team response. We apologize that he has not heard back from our team more swiftly. At this time cancellation's are notated during the initial interaction, and then our team will process through in order of receiving those requests. Should you have any additional questions please feel free to reach out to our customer service department at ************

  
  

  Customer Answer

  Date: 10/17/2022

   
  Complaint: 18207078
  
  I am rejecting this response because: Since their initial response Solgen Power has provided me with a new message that they apparently have not provide to you.  The message read as follows:

  ******************* (Solgen Power)
  Oct 13, 2022, 1:08 PM MDT
  Hello ******,
   
   
   
   
  

  __________________________________________________________________________________________________________________________________

  I reached out to them and asked if I would be receiving anything more concrete than an email and have not heard back from them.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/12/2022

  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 been attempting to deal with and resolve all the following issues since June of 2022. There has been no progress and in fact progress has moved backwards. I contacted Solgen Solar to have solar panels installed as I was interested in going solar. After the initial meeting we planned a time to perform a survey and from there the installation. Once the installation of the solar system was completed in June 2022 I was told by solgen I had to wait for my city, The City of Federal way to contact me to schedule a time to come out and inspect the system for permits. I waited for a month with zero response from both Solgen Solar and the *******************. I contacted Solgen Solar and asked why there was a delay and they informed me they were still waiting for the city to contact them. At this point I was questioning things and wondering why it was taking so long. I was able to get the system permit number from Solgen and I contacted the ******************* directly. Come to find out the city of Federal way DOES NOT contact the company or me and i needed to contact them or the company. This information was never relayed to me by the Solgen Solar. I then gave the city of Federal Way the information I had and set up an inspection time. This caused another month's wait as it took over a month for them to arrive. WIth this inspection complete I contacted Solgen and gave them the information I received with the permit numbers. I was then told by Solgen they were waiting for the ******************* to Authorize the permits through "Their Secure Portal" Here I waited another month with zero updates. I contacted the Solgen ************* again and asked for an update and they said they were still waiting. At this time I contacted the City's permit office directly and after talking with them found out they do not contact companies or people and do not have a secure portal they share with the comapnys. I have more information about the issue but ran our of room here.

  

  Business Response

  Date: 10/25/2022

  Per our notes, permission to operate from the utility was requested by our office. Permission to operate can take roughly ***** business days, once that is reached the project will be complete. Should ****** need any assistance he can reach our office at ************.

• Initial Complaint

  Date:10/11/2022

  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.

  Please see attachments for more details.

  Customer Answer

  Date: 10/13/2022

  Roof was replaced during solar install. Waiting for someone to come finish the roof since August 30th.
  
  Electrical was done incorrectly on September 7th. *********** sent us a text message saying "Fair warning, inspection won't pass unless everything is labeled so everything that was labeled is the same but I threw in a couple names that weren't labeled so I wouldn't trust it 100%." It took a second electrician and two adults two hours to correctly identify and label the electrical panel. It was also discovered that after the first electrician had power restored it fried the electronics in our oven. Solgen claims no responsibility for this, even though when the electrical inspector came he said they neglected to install the whole house ****. When someone came to install the **** on October 11th (over a month later), they put it where the oven was and relocated the oven breakers because "that's where it belonged." This seems like a reasonable explanation for why it blew the oven. Solgen has blamed ***** ****** Utilities for turning the power back on. 
  
  The electrical panel required a large hole to be cut in the wall. This remained open from September 7th to October 11th. A person was scheduled to arrive between 11-12:00. They arrived at 4:00 and said they would have to come back a second day. Another crew came on October 12th and completely destroyed the first person's work, then painted it wet. It looks incredibly unprofessional; bad drywall technique with pits, holes, gouges, and non-matching paint. 
  
  At this point we have been over a month waiting for the roof to be finished, and over a month without an oven because the appliance company we asked to come install new one said they wouldn't until the panel issue was revolved because it could ruin a new oven too. 
  
  We have had to take multiple extra days off work because Solgen schedules appointments then no call/no shows (3 so far). 
  
  On October 10th a Solgen rep said if we hire contractors and buy a new oven, and pay out of pocket, we can submit for reimbursement. I asked for clarification/confirmation via email so it wasn't just verbal but I have had no response as of this time. 

  

  Business Response

  Date: 10/25/2022

  Our customer support lead is actively working with this customer to help them through any issues they may have experienced while working with our company, Our goal is to come up with a solution that can give our customers peace of mind in this situation. 

  Customer Answer

  Date: 10/30/2022

   
  Complaint: 18197783
  
  I am rejecting this response because: they are asking us to get quotes for repairs and we are struggling to be external vendors to do this. It is also taking a lot of time calling and trying to schedule. ******* is slow to respond to emails, offer taking 2+ days. The last email she asked me to say what specifically was wrong with the damaged oven, and a model number. It seems like they are backing down from replacing to something else. 
  

  it also took a full 8 days to get ***** ****** Utilities paid, and only after CPU reached out to us to let us know the delay was with Solgen and not CPU. 
  

  Solgen is doing a poor job resolving this, and its dragging out. Ive been without an oven since 09/07. Even during this time they have been delaying payments to other entities to get our power started. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 11/05/2022

  Solgen Power has been working with the customer and have come to an agreement for resolution. The customer is being sent monetary compensation and one of our team leaders is owning their ticket until the pending concerns are also resolved. 

  Customer Answer

  Date: 11/08/2022

   
  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 provided the check they promised arrives in a timely manner for the one issue we have resolved, and the other pending issues are solved in a similar fashion. If not I will open a new claim.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/08/2022

  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.

  In approximately May of 2022 I spoke with and signed a contract with Solgen power to install solar panels on my pole barn and run a line to the residence, etc. They agreed via an addendum to my contract to pay the first 18 months of payments. The install began in June and finished in July of 2022. Installers damaged a freshly paved blacktop driveway, underground pipe, invisible dog fence, camper, gate, concrete curbing, etc. One installer suffered a heat emergency and almost died on my property. Due to lack of coordination with Duke Energy my system did not come online until early to mid July, causing me to lose solar credits with ****. I would like to be reimbursed for the first 18 months of payments as agreed upon in the signed contract and addendum, grind off and replace the blacktop drive or reimburse me for some portion of the ********* paving.

  

  Business Response

  Date: 10/12/2022

  ******,

  Thank you for you patience while working on these issues. We can see that you are working with a Lead to actively resolve and compensate you for any issues you have experienced. We will continue working you until everything is resolved completely. 

• Initial Complaint

  Date:10/07/2022

  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.

  This company has been an absolute nightmare, please save yourself and look into other companies. Read all the horrible complaints to the BBB for a accurate review. Really pushy sales, will give you no time to think or discuss other options. Then once you do agree and they get their commission your forgotten about. No updates, no text back when asking about a time-line. We were not told up front 3 months later we would still be waiting for solar panels. I got frustrated with lack of service and transparency so I decided to cancel.. well they also slip in a $3500 cancelation fee into the contract and don't tell you about it until your fed up and want to go else where.Update: we started this process in September and got our solar panels ** in Feb. When we first talked to sales person my biggest thing I reiterated was I do not want to pay two bills. They don't start billing for 6 months to allow the system to collect enough energy. Well it took them 5 month to get our system installed and our first payment is due next month. We will not have enough energy to be built up to cover our electric bills so we will be paying 2 bills. Our sales person knew we were also on the fence due to the cost of solar panels hardly equaling what we paid on average for electricity. We were just informed that we still have to pay an additional $35 to the power company as a service fee. Had we known that up front it would not have been worth it to move forward with the solar panels. The sales person told us what we wanted to hear to agree to the panels and not all the facts as it would have not made sense to get solar panels and pay more for them then what we pay for electricity.

  

  Business Response

  Date: 10/11/2022

  *****,

  We reached out to discuss your project with you via email today. Please feel free to reach back out to us via email or phone at ************. We would like to discuss how we can help resolve any issues you may have with your system. We will attempt to reach you again this week. Thank you. 

• Initial Complaint

  Date:10/05/2022

  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 the contract to have Solgen install solar panels in the spring. They installed them July 28th. This was a Thursday. I work 4 days a week Monday through Thursday 10 hours a day as an electrician. I had asked for a Friday install date. During the scheduling call, they told me a Friday date was unavailable in my city because the electrical inspector also works 4 days a week. I knew this to be true so I reluctantly agreed to the date. It was installed in 5 hours and they did a decent job. Here's where the issue begins. I didn't have to miss work. They didn't even request an inspection until late August. The inspector has 48 hours to inspect once notified and passed their installation on September 1st... I figured the utility company would be out the next day to install the net meter to make the system operable but NO! The utility company needs a certificate as well. It's now October 5th and a process I started nearly 9 months ago still isn't operational. I've called, no reply. Do yourself a favor and avoid this company at all cost. I've read a more than a few reviews that have stated the same thing that I have. Once it's installed, you're basically screwed until they feel like finishing it. It shouldn't take longer than 15 minutes to notify the inspector and utility company that their part is finished and get it operational.

  

  Business Response

  Date: 10/11/2022

  ****,
  We have reviewed your account and a lead from our corporate office will be reaching out to see what can be done to expedite your account. We hope to work with you to come to a resolution and move your project forward as quickly as possible. 
  Thank you. ************