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:09/26/2022

  Type:Customer Service 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.

  This company has been calling me 10+ times a day from different phone numbers since I responded to an ad on instagram. The day I submitted the response I immediately began receiving spam calls so I emailed the company and asked not to be contacted and texted "STOP" on the text thread. I also submitted an online form asking them to stop contacting me. I am still receiving calls every day, one after another, and since they are always from a different number I cannot block them. DO NOT contact this business.

  

  Business Response

  Date: 09/29/2022

  Solgen Power has investigated the situation and has marked ***************** as "Do Not Contact". ***************** should not be receiving any more calls from Solgen Power.

  Customer Answer

  Date: 09/29/2022

   
  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,
  
  Sierra Wollen

• Initial Complaint

  Date:09/22/2022

  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.

  In August of 2021 I contracted with Solgen to have solar panels installed on my home for $48,365.23. This system was supposedly designed to support my current use, as well as an anticipated heat puml system I plan to install in a couple years. However, after many months the pannels produced almost nothing, and yet they garenteed many times that my pannels were producing as expected. Finally, a few months ago they realized I was correct, my pannels had been installed i correctly and were not sending power to the grid. When they came to repair this, they dropped one of my pannels off the roof and said it was fine and put it back. It damaged my deck. They compensated for the power that had been lost over winter only after much negotiations. Now, over summer, my pannels are still producing less than im using. This is a time when they should be producing extra so that it sells back to the grid and compinsated for winter when production is less. I contacted them to see if the pannels are still not working properly, or if it was designed incorrectly (not enough pannels based on my usage). I got an auto generated response that didnt answer the question and nothing more. I also noticed after going on my roof to check it out, they installed 5 pannels directly behind a large establushed tree, so during leak afternoon sun, they are halfway shaded. This is not effective at all, should have never been installed here. I cannot get reliable information from this company, im constantly given different information when I talk to them, and after over a year of having the panels, they have never been producing as expected.

  

  Business Response

  Date: 09/29/2022

  Solgen Power is investigating *************************** complaint and will be working to correct any problems with *************************** solar panels.

  Customer Answer

  Date: 09/29/2022

   
  Complaint: 18116495
  
  I am rejecting this response because: I recieved a call from customer service, they said 4 of my panels are not working at all right now so someone would call to schedule servicing those in a couple days. I have heard nothing back about that. And they said they have to run reports to see if any of my panels are not producing as much as others and therefore should be moved. They did say that my panels were desigbed to produce 10 kw/hr, however over the course of the entire summer the *** that was produced in a whole day on one single peak day was 3kw. She said even if it was desigbed to produce a *** of 10kw/hr I should expect to see about 8kw/hr at least on a sunny summer afternoon, and assuming there is peak sun for at least 4 hours in a sunny summer afternoon, that would mean I should be producing about at least 32kw in a day, however I got a *** of 3kw! And that was not even the average, most days were much below that from what I can see in my app Sense. I also asked if they get an alert on their end when my panels are down (like right now 5 are not working) because my app has no way to track that so I can see it on my end. She said bo, I would just have to like call them every week and have them check my account. But so far every single time ive ever called them at least some if not all of my panels are not working properly. And ive only had the system a year. Am I really supposed to call them weekly (so 52 times a year) for the next like 30 year lifespan of the system just to make sure they are working? That is redicuous! 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 10/11/2022

  ****,

  Based on the notes you have been working with our office and we have a technician scheduled to fix any issues this week. A team lead will reach out to you this week as well. We hope that we can come to an help with compensation on production loss if necessary and answer any outlying production questions you may have. Should you have any questions before please reach out to our office at ************.

  Customer Answer

  Date: 10/18/2022

   
  Complaint: 18116495
  
  I am rejecting this response because:
  

  They were supposed to come out last Wednesday to fix the pannels that are still not working, they called and canceled that and rescheduled for yesterday (Monday). They no showed no called nothing. So as of now, I dont know that any crew is scheduled to complete the work for the broken panels, and they have offered me only $91.43 in compensation for all this hassle and months of the panels being down. Terrible. 

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

  

  Business Response

  Date: 10/24/2022

  Based on the notes, we can see that the service appointment was rescheduled but for Tuesday 10/25 during the ** slot. We also have a Lead reviewing the costs and issues to come up with an appropriate monetary concession to the customer. 

  Customer Answer

  Date: 10/26/2022

   
  Complaint: 18116495
  
  I am rejecting this response because:
  

  No crew showed up yesterday, another no call no show. ***** is stillw aiting on aproval for the compensation for my deck damage and waiting to hear back about moving the panels. So nothing has been done yet at all to actually solve any of the problems. 

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

  

  Business Response

  Date: 11/04/2022

  Solgen has been working with customer to reach resolutions for her concerns. We have come up with a plan for the customer to rearrange her panels to address the shading concerns and Solgen has monetarily compensated customer for deck damages and lost production.  We are in progress for resolution with the customer. 

  Customer Answer

  Date: 11/07/2022

   
  Complaint: 18116495
  
  I am rejecting this response because:

  Solgen has verbally agreed to cover the quoted cost of repair to my deck for damages done by the dropped panel last time they came out to do repairs. I have not yet recieved said check however. They have finally come up with a design for the shaded panels to be moved after a back and forth with their desigb team who did not seem to even know where the panels are currently located on my house in the first place. I am now still waiting for them to get a crew out here to fix the 5 panels which are not working at all, and to move the 5 panels that are in the shade. No one has contacted me about scheduling this yet. They tried to close out all the open "tickets" for work on my account even though nothing has physically yet been comoleted and only continued helping me after I complained about the tickets being closed. They seem to be dragging their feet and avoiding as much as possible doing anything to resolve my issues unless I throw a fit and act like a complete "*****". Guess the squeecky wheel will hopefully eventually get the oil it ahould have had after 1 phone call, not months of repeated emails, calls, and bbb complain correspondance. 

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

  

  Business Response

  Date: 11/15/2022

  Solgen Power has been in active communication with our customer, and customer confirmed the receipt of reimbursement check on November 11, 2022.  An Account Manager has been assigned to our customer's account to stay in constant contact to resolve panel relocation concerns. 

  Customer Answer

  Date: 11/21/2022

   
  Complaint: 18116495
  
  I am rejecting this response because:
  

  I did recieve the check for reimbursement for the deck damage. They are scheduled to come out December 5th to move the 5 panels which are behind the tree, and fix the 5 damaged panels. The account manager has called a couple times to give me "updates" which are outdated every time by information I have heard from other teams, so not really sure what the point in him is, he doesnt seem to be adding anything to stuff getting done and isnt great at even reviewing the account notes. ***** was doing a much better job and I velieve he was just from the customer service supoort team initially. He should probably be promoted cause he is the only person *** worled with at this entire company who actually helped move things along and stayed on top of all the detailed happening from the different teams. I am not going to aprove tbeir responses to close out this bbb complaint line untill the work is actually completed and all of the panels are working 100%

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

  Customer Answer

  Date: 12/05/2022

  Solgen came out today to fix the panels and move the ones behind the tree. They were late, supposed to be here between 8am-10am and didnt arrive till 10:40, with no communication. They then suggested just chopping the top off the tree rather than moving thre panels. I insisted they move the panels not cut the tree. They moved them and have supposedly fixed the 5 down panels, but only time will tell if they really did or not. 

   

  Also, when submitting the plans to move the oanels to the city, the solgen design team **** up plans with the wrong panel size and specs, and had to be reminded multiple times by the city to submit the correct ones. Just another example of how at every step they seem to fail their duties. 

   

  So at this point im just waitonf to see if over time the oanels finally perform as they should, or if they will still be down some or most of the time. Again, i have no way to monitor this myself without calling into them weekly to check my system and trust that they are giving me honest information when they review it. 

• Initial Complaint

  Date:09/19/2022

  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.

  My issue is with the experience we had with an aggressive Solgen Sales associate named *****.***** made an appointment with my wife to discuss solar panel options with us. We have very busy schedules, so she contacted him to re-schedule. He immediately jumped straight into fear-mongering scare tactics, and told her that our planet is in crisis because of decisions like this.At this point, we discussed it and decided we did not want to proceed with someone who uses sales tactics like this, so I messaged him again and told him thanks for his time, but we are going to cancel the meeting. He immediately launched into fear-mongering again, and began to shame us for the damage we are doing to the planet for not proceeding with his sales pitch.After I told him several times we are not interested, he texted my wife separately to try to continue the sales pitch, which really crossed a line in both of our minds. We discussed this with a local law enforcement officer, and he told us that it appears they do not even have a vendor license in our area. Overall, if this is a reflection of the general sales tactics of this organization, it is very disappointing, and I would advise everyone to stay away if they do not remedy this.

  

  Business Response

  Date: 09/29/2022

  Solgen Power would like to thank Mr. ********* for the feedback. Solgen Power is currently investigating the situation.

• Initial Complaint

  Date:08/31/2022

  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.

  They are an absolute scam. I was told in the sales meeting that my summer time production would be significantly larger than my highest winter consumption but if you go to a solar calculator the system they sold me isnt even capable of producing my highest winter consumption under perfect conditions. Because I told them I would not do it if I was going to have a summer time energy bill. I was assured the only bill would be my connection fee and driveway light. My system doesnt even produce 1kw a day. Its between .5kw and .75kw a day it should be producing *****kw a day during August. This is all topped off with the fact that during my sales meeting I asked what panels Id be getting I was told Sunpower panels, then after install I ask again and find out they sold me ZNshine, a very cheap knock off for the same price as what I would have paid for Sunpower panels. They also lied to me about the warranty told me it was 25 years and would not supply me with a product sheet (thought I found it on ****** as they told me sun power) turns out ZNshine is only 12 years and they dont actually honor the warranties claims they have received. Big surprise, two scam companies are in cahoots. I have contacted an attorney, they recommend I attempt to solve the issue with Solgen first. Ive given them till the end of September 2022 to have all Solgen garbage off of my property and a full refund or I will be suing them for the 43k worth of junk they sold me as well as the *****k another company will charge me to remove this equipment and dispose of it and maybe I can get something for the headache. My salesman ************************* will be named in the lawsuit as well as he used predatory sales tactics and lied about everything. I have been in contact with Solgen, over the course of the entire deal they have returned 1 out of 60-70 calls Ive made to them. Absolute incompetence. They claim to have excellent customer service, hahaha! What a joke

  

  Business Response

  Date: 09/16/2022

  Solgen Power has spoken with ****************** regarding the production concerns. ****************** does not have WiFi, preventing Solgen Power from being able to confirm ********************** production or the health of ********************** system. 

  Customer Answer

  Date: 09/16/2022

   
  Complaint: 17803017
  
  I am rejecting this response because:
  
  Sincerely, even if I had WiFi the garbage system you sold me doesnt make enough for it to turn on. *** tried hooking it up to WiFi numerous times and the sense app you provided tells me the system voltage is low. Then you have had 3 no call no shows and when I call in to find out what the issue is you guys tell me Im not even on the schedule. I have called and spoke to ***** I believe her name was, told her that you guys have till the end of September to get your garbage system off of my roof or I will be filing the lawsuit for the price of the system and the price to remove the system. 
  

  In the sales meeting I was told the panel would look like the design picture, but the install crew installed the panels portrait with 4 landscape so the install is not clean and symmetrical, looks like trash and performs like trash. 
  

  since 8/5 I have produced a total whopping 34Kwh as of 9/16. I have been in contact with a lawyer and he told me I have a very good case, but not until October as that is when my first payment is due. You have also violated the contract, so I suggest you get to work and get this trash off my roof before 10/1. 
  
  *******************************

  

  Business Response

  Date: 09/29/2022

  Solgen Power is more than willing to work with ******************, however, ****************** does  not have wifi which prevents Solgen Power from being able to diagnose the system and see if there are any problems, and if there are problems, what they are and how to go about correcting them. ****************** would need to have a stable internet connection for Solgen Power to use diagnostic tools to investigate the system, and for ****************** to be able to get an accurate measurement of the production/consumption of the system. Solgen Power has adhered and fulfilled the contract signed by ******************.

  Customer Answer

  Date: 10/03/2022

   
  Complaint: 17803017
  
  I am rejecting this response because:FIRST!!!! I DO HAVE WIFI. THE HOYMILES DTU DOES NOT WORK. Second wether or not I have WiFi shouldnt be an issue because I told your joke of a salesman ***** that I did not have WiFi at the time and he said that isnt an issue, 3rd I dont understand how that equates to being an acceptable reason for 3 no call no shows and when I call to see where the h*** the crayon eaters are at to fix my joke of a system they tell me I wasnt even on the schedule. So therefore you have not held up your end of the contract!!!! You guys are such a f***ing joke!

  The SOLGEN EMPLOYEES I HAVE DEALT WITH HAVE BEEN NOTHING BUT A BUNCH OF CRAYON EATERS. 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 10/14/2022

  The system will still operate without the use of Wifi, the issue is monitoring system production. The best way to monitor that production would be through the monitoring device. I can see that now that you do have wifi, you are still having difficulties getting the wifi to connect to the device. We will follow up on your request for a new *** and have someone reach out with an update. 

  Customer Answer

  Date: 10/20/2022

   
  Complaint: 17803017
  
  I am rejecting this response because: 

  I have been going back and fourth with this company for months now. I have called over 100 times always with the promise Id get a call back. I have received a total of two returned calls. I have contacted a lawyer, and will be pursing litigation for the removal of the system since your company is so incredibly incompetent. I dont understand how a company is this bad at their job unless theyre literally trying to be the worst in the industry. 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 11/04/2022

   
  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. _X__Tue. _X__Wed _X__ Thurs. _X__ 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: 11/08/2022

  [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,

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

• Initial Complaint

  Date:08/28/2022

  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.

  I had a consultation with ************************* in early February 2022 to determine what Solgen could offer me in regards to a solar panel system. **** guaranteed me several things if I chose Solgen, and those include the following:1.) Solgen would pay for the first 6 months of my loan upon completion of my system. 2.) I would get compensated for the power I produce in excess of what my needs were by being sold back to my utility company.3.) My system would produce no less than 70% of my electrical needs, and if it failed to do so, Solgen would pay the balance.4.) I would no longer get a monthly bill, I would receive a bill once a year in April and I would likely get a check for all the power I produced.These 4 things were lies and I feel designed to get you to sign a contract with them. I had to start paying for my loan immediately after my system was installed. I do not get compensated for my excess power production, my utility company does not support that, so I'm losing hundreds of dollars a month. My system so far, on the sunniest summer day, has only covered 36% of my electrical needs and Solgen has not agreed to pay anything. I still receive a bill from my utility company every month. Aside from these issues, they damaged my personal property while installing their equipment on May 16th in the amount of approximately $400 and agreed to reimburse me, but have not done so. Their customer support is unacceptable and unprofessional, their knowledge of their customers accounts are completely inaccurate, and they have promised me many things only to ignore me after and not do anything they say. I believe I am due compensation for their deceitful behavior and unprofessional staff damaging my property. I would have never went with Solgen had I known the truth, and now I am stuck with a $48,000 loan on a under performing system, and I know there are other complaints that are almost identical to mine in terms of what they promise. Thank you for your time.

  

  Business Response

  Date: 09/29/2022

  Solgen Power is reaching out to ******************** to get a better understanding of their production concerns. Solgen Power has requested the last three utility bills from ********************.

• Initial Complaint

  Date:08/25/2022

  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.

  This company employs deceptive marketing tactics, posing as a neutral "survey" which is nothing but a scam to collect sales leads. When asked to no longer contact me, the emails, texts and calls keep coming. None of the emails have a proper "unsubscribe" function.

  

  Business Response

  Date: 09/19/2022

  Solgen Power has marked Mr. ******* as "do not contact". 

• Initial Complaint

  Date:08/19/2022

  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 contracted to get a solar energy installed into my house via Solgen power, on 10/4/21, all attempts to know the costs of the project failed until they finished and informed me that the cost is ****** dollars and that it is too late to pull cancel. Unknown to me, they put a lien on my property without my knowledge and without signing any paperwork. I just discovered today (after almost 12 months) there is a lien on my property and that I cannot cancel. I must cancel the contract because both the price and the lien are done without my consent. This is purely fraudulent. It requires immediate redress

  

  Business Response

  Date: 09/29/2022

  ********** signed the installation agreement with Solgen Power and the credit union on August 4, 2021, and was given an opportunity to review the contract prior to signing it, which has the price of the system on it. A copy of the contract would also have been sent to ************** email, and a copy has been attached to this reply for review. 

• Initial Complaint

  Date:08/17/2022

  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.

  Solgen installed our panels improperly without reinforcing the roof or providing the proper outlets. Solgen told us they were waiting for the public utility to come out. It's been 7 months, I called our utility and they said the inspection was cancelled because they didn't have the pre-inspection from the county. The county informed us that the installation was not in compliance, and they had informed solgen accordingly. (I had to find this out because solgen wasn't doing anything). Solgen was additionally suppose to be making payments and they hadn't. We were told they would reimburse us, but they haven't.

  

  Business Response

  Date: 09/02/2022

  Solgen Power is actively working to fully complete ******************* project and recognizes the frustrations experienced with the delays.Solgen Power has also submitted the refunds requested by ******************** and they are currently processing. Solgen Power will continue to work diligently to complete ******************** project.

  Customer Answer

  Date: 09/07/2022

   
  Complaint: 17730907
  
  I am rejecting this response because:
  The refunds have not been sent, and in fact additional charges have been applied to the account. Additionally no further work has been performed. No resolution has been provided.
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 09/29/2022

  Solgen Power submitted the reimbursement request on August 24, 2022, and has been to ********************** house to work on the roof. Solgen Power will continue to work to complete ********************** solar project.

  Customer Answer

  Date: 10/04/2022

   
  Complaint: 17730907
  
  I am rejecting this response because:
  

  The work is still uncompleted, The roof is exposed, with portions  of the shingles missing. Refuse from the job is still covering my yard. The alleged remittance of fee's has not arrived and we are continuing to be charged. At this point i am so frustrated and upset with Solgen and their inability to fulfill their contractual obligations while we are being charged through their financial assistance prematurely for a service that hasn't been rendered and shouldn't be profiting off our good faith investment.

  We are still having issues receiving the alleged reimbursements they have claimed and are continuing to be charged by their lending institution. Every month it seems to occur again so i do not accept their claims when they are demonstrably wrong.

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

  

  Business Response

  Date: 10/14/2022

  ******,

  
  We apologize for any delays you are experiencing. We have communicated with our accounting department and can see that two checks were sent out. The larger sum has yet to be cashed, should you need us to cancel this check out and reissue we can assist with that. Unfortunately, we can not stop the bank from charging you as they are a financial institution separate from our company. We can however assist with reimbursement on payments should this be necessary. I can see through the notes that you are scheduled for a roof correction this weekend and a reinstall for 10/17/22. Should you need anything else please reach out to our customer service department at ************

  Customer Answer

  Date: 10/22/2022

   
  Complaint: 17730907
  
  I am rejecting this response because: we are still waiting for the "larger" check. The check that was multiple amounts combined to cover all the other checks that weren't sent. 

   

  Work on the roof has been performed, after being left exposed for weeks. We ended up having to clean up the mess left by the second most recent crew. This most recent crew however did a good job cleaning up after themselves. When this is resolved and the city approves of the work I will drop this report, once the obligation has been satisfied.
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/15/2022

  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.

  In May 2021 we signed the papers for our loan and agreement with Solgen for solar panels. We have received very little communication and no core donation with us about what is happening on the progress of our solar panels. We paid them 42k and still have no solar panels. I received an email 3 days ago that our permit expired. We received an email a week ago from their roofing folks saying that our panels needed to be removed to reinforce our roof - again they have never installed our panels. We have voiced our concerns with them regarding their lack of communication and they continue to go months without saying anything to us. It feels like we were scammed out of our money and have nothing to show for it. They have just left us for well over a year with nothing to show for it.

  

  Business Response

  Date: 09/29/2022

  Solgen Power will continue to work to complete Mrs. ****** solar project. Solgen Power has a strict set of rules that must be adhered to imposed by the jurisdiction that Mrs. **** is in. 

• Initial Complaint

  Date:08/02/2022

  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.

  We began our solar project with Solgen Power in January 2022. We had to reschedule the panel installation date from late March to early April due to weather, and had a team not show up for the rescheduled date. There was no communication from Solgen regarding this failure. I had to reach out to Solgen 24 hours later to inquire about the issue - they claimed they had just learned about it. Following this there was lack of communication throughout the entire project, to the point that myself or my husband would have to reach out for an update. Based on the agreement signed, the project should take **** weeks to complete from the commencement date, the only thing out of our control was the weather. All other issues stemmed from no communication from Solgen. We finally were set up and waiting for the final approval from our utilities at the end of June and for ONE MONTH, our solar sat ready to be turned on. After one month, I reached out to our utility company on July 21 before reaching out to Solgen that day to see what the status was. Our electric company gave us the clear within minutes of my phone call. I then called Solgen who told me it was my responsibility to communicate to them when our utility meter was installed. Never had we been told that we were supposed to provide images to them on the status of that meter. And was then told that they had only just reached out to our utility the day before. In that timeframe, we also began our loan payments for our solar. During our sales consultation, we were told we would have 3 months of solar BEFORE our payments started. With the lack of communication coming from Solgen and false advertising in a sales consultation, I am seeking a reimbursement of 5 additional months of our loan payments totaling $869.85, for loan payments made before solar was active and the 3 months, with solar before loan payments began, that we were promised in our consultation in January. Total project time: 27 weeks + 6 days.

  

  Business Response

  Date: 09/19/2022

  Solgen Power has contacted *************** and regarding the complaint and what Solgen Power can do to come to a reasonable conclusion.