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:07/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company has failed to due routine maintenance and fix the repairs needed for the solar to work correctly: they do not keep their word and theres no way to contact them without getting the run around!

  

  Business Response

  Date: 08/01/2024

  We apologize for any inconvenience that the customer may have experienced in receiving support. We have reached out to the customer to schedule maintenance services, and will follow up with the customer service team to ensure the customer's problems have been solved.

  

  Business Response

  Date: 08/01/2024

  We apologize for any inconvenience that the customer may have experienced in receiving support. We have reached out to the customer to schedule maintenance services, and will follow up with the customer service team to ensure the customer's problems have been solved.

• Initial Complaint

  Date:07/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Solgen installed a grid tied solar system on a new structure I was building.They arranged financing through a lender, to cover the cost of the system, which we have been paying for since 3/5/22.I was able to activate the system on 3/224, when I discovered 1 of 8 panels had no output.I contacted Solgen customer service immediately and was told they were aware of he issue, but that the repair team was a few weeks behind on their work load.I have contacted them several times since and got similar answers.On 6/17/24 I was told I would hear from the repair team by Email, I a few days. I have not heard back.The value of the system is based on the production of the panels. One of 8 panels has produced 0 kw since system activation. So I am paying for something I am not getting.

  

  Business Response

  Date: 07/17/2024

  We completely understand the customer's frustration in this matter. We have reached out to schedule a maintenance visit as soon as possible.

• Initial Complaint

  Date:05/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought solar panels from said company, installed in early fall. Had a video call with ************************* early this year to explain the app and how everything works and so on. My husband gets on the app religiously and has reached out to him and ***************************************** multiple times about several of our panels not working. I recently sent an email to customer service and no response from anyone. We want our solar panels to be working like they are supposed. We paid $55,000 for a product and we expect it to work and if it doesnt, we expect the company we purchased the product through to respond and take care of the situation. We are not getting either and its very frustrating that we have to continue to send emails with no response. Please fix our panels and answer our concerns.

  Customer Answer

  Date: 05/02/2024

  I received an email response today 5/2 at 1148 am from Solgen that this issue will be looked into. 
  

  thank you,

  Destiny 

  

  Business Response

  Date: 05/14/2024

  Solgen Power has provided the customer with $677.90 in compensation for loan payments between August and December the period during which the customer's panels were not in operation. This amount is sufficient given that it effectively amounts to a discount on the overall system cost. As such, we are unable to offer additional compensation at this time.

• Initial Complaint

  Date:04/26/2024

  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 had solar installed 3 years ago with a promise my electric bill would go down. It did for a while, I have now received multiple bills for electric that are almost $1000.00. I think there is something wrong with the system. I have called Solgen 14 times over the last 3 months and emailed them and have received ZERO responses and never been able to talk to a person. I just want them to call me back and come fix my system. When I call, it goes to voicemail and they have not called back. I have received zero responses to the emails submitted through their website.

  

  Business Response

  Date: 05/06/2024

  We sincerely apologize for the difficulty the customer has had getting help from our customer service representatives. We have forwarded the details of the issue to our representatives and will be sure to follow up. 

• Initial Complaint

  Date:04/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Solgen one cost us money by not getting our system turned on when it should have been. They don't even know the policies and laws for the Counties/Cities the work in. Secondly they talk about how you can monitor your own system and then shut down the way to do so. Now we have no way to know how much power we are producing and have to take Solgen's word that everything is on the up and up.Finally, they have predatory loan practices. They act like they will get all the paperwork in order and how much the loan is for. Then you find out they didn't ever apply your tax credit like they said they would. Then you find out you have to file for it and they never mentioned that. I called to see why all this was happening and the best I got was, "You have to do it yourself, but I can send you this form." If I had known that I to do it myself I would have already looked up the form. Also they don't tell you how much the loan will actually be. They also don't mention that if you don't put the rebate down right away you will end up owing even more since you won't be paying on the pricipal right away, so good luck getting your principal (the number they gave you) down to the "target" by the end of the 18 months. We owe them 10k more than they told us we would and we have been making payments for almost a year. If we do get manage to the the tax rebate applied we will still have about 6 months to make 9k worth of payments. That is soooo not how we were told the loan would work.We were told the cost is X, your rebate is Y and your loan (z) will be X-Y. Well our loan was for X and with interest subtracting Y will still much greater that Z was supposed to be. MAKE IT MAKE SENSE!

  

  Business Response

  Date: 04/24/2024

  Solgen Power experienced delays throughout the installation process due to a lack of communication from the customer's HOA organization. We were unable to get approval for the installation until March 8, 2024, which created a longer installation pipeline than is custom. Additionally, Solgen provides instructions on how to leverage the Solar Tax Incentive to lower loan payments but cannot apply it directly to a customer's loan for various reasons, the most significant being how taxes work in *****************. All installation costs are agreed upon with the customer during contract signing.

  Customer Answer

  Date: 04/25/2024

   
  Complaint: 21583627
  
  I am rejecting this response because:
  
  Firstly this customer doesnt have an HOA, so your automated response isnt going to fly. What channel are you taking about? You clearly dont even know what property youre are talking about. The problem never was about how long the installation took. That happened very quickly and smoothly.
  

  The problem arose when it came time to turn the system on. Our system had its final inspection and passed. Everything that needed to be approved was, but we were not given the go ahead by Solgen to turn the system on for another month and a half. 
  

  We only got to turn the system on when we did because WE emailed our utility company ourselves. Our utility company took a mere hours to respond, informing us that our city no longer required formal permission to turn a system on. They also told us that that need for permission had changed more than a year prior. 
  

  When we brought that to Solgens attention we forwarded them the Utility companys response. We still had to call back to get Solgens go ahead. When we called back we found out that there had been a formal response to Solgen from the Utilities giving them the ok two weeks prior to our messaging the Utilities ourselves.
  

  With that knowledge the simplest explanation is that Solgens people dont care once the system is installed. They dont care about expedience once they have their money. Otherwise it would not have taken us emailing the utilities ourselves to get the ball moving again. 

  Since I cant even get a response that seems to know what project they are speaking about that should show how much Solgen cares about their customers. 
  

  Their our canvassers (trying to look for business) dont even know we have panels from Solgen before they knock on my door. They look super embarrassed when I tell them I have their panels on my roof right now. 
  

  Now to the matter of the tax credit. My main point was we were NEVER told that we needed to apply for the credit ourselves and we were certainly never instructed on how to do that! Solgen doesnt care as long as they can get new suckers. 
  

  I didnt find out that we needed to do it ourselves until I called the loan company to get a balance update. Then THEY told me how to get the credit. It wasnt Solgen. It was the loan company Good Leap. 
  

  How about you try again. Maybe see if you can find your records about my project instead of someone elses. Thats super embarrassing. For you. Not a good look when trying to defend yourselves of wrongdoing.
  

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

  

  Business Response

  Date: 06/06/2024

  We sincerely apologize for the previous erroneous communication. Your system installation was completed 3/21/23 and inspection was passed 3/27/23. We moved to apply for permission to operate in early April with the utility company, as is the process with every single install we do as it is a requirement for the vast majority of utility companies we work with. This is usually done through an online portal and we wait for the utility company to send documentation that the system is approved and okay to power on. We do apologize that you had to reach out to the utility company yourself to get this portion of the project moving, but it does appear this was just an oversight in how that utility company was handling their process that was outside the usual processes that we follow to make sure we have explicit permission to operate the system. The policy change for the utility company had just changed in March and the permitter was unlikely aware of this recent policy change when they submitted for PTO. Your system was online and producing power by 5/2/23. 
  
  The tax credit is a federal program that you apply for when doing your taxes, and it is your responsibility to know if you are eligible for the credit and to apply for this incentive when you do your own taxes. We can help you identify programs that are available, but instructions for applying for that credit are provided by the **** Information about the federal tax credit is readily available through multiple sources, including your loan company. Questions regarding the tax credit are always best directed at a tax professional that can walk you through the process and provide accurate information regarding your unique tax situation and verify eligibility for that credit. Your solar representative cannot advise you on tax matters, only inform you that the tax credit exists and the possible amount you could get in the form of the tax credit. 
  
  Most loan companies provide information about the tax credit in their welcome paperwork and welcome call. This is not unusual and is particularly relevant to your loan as there is usually a voluntary payment amount with most solar loans during the first 18 months of your loan terms, and many customers apply what they save with the tax credit towards that voluntary payment amount in order to keep their payments the same.

• Initial Complaint

  Date:03/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Had solar panels installed, and at the time they also installed a brand new roof on my home. I went to replace the gutters on the house and the job could not be done because the roof was installed incorrectly, so I had to have a contractor come in and make repairs. I have made multiple phone calls to Solgen and they maybe returned half of my calls. They refused to help me fix the problems that they caused. The roofer that came to make the repairs told me that there was no way that there was a correct permit pulled and that the roof was obviously never inspected. We have pictures and proof of the poor roofing job.

  

  Business Response

  Date: 03/26/2024

  We sincerely apologize for the ongoing issues with your roof. Our goal in including roof work with Solar projects is to streamline the process for our customers. After confirming with our ******************* it appears that while a permit was pulled for the work, the inspection was not completed, resulting in the permit expiring. We are currently reaching out to our local resources to rectify this situation. It is likely that we will need to pull a new permit for inspection and address any necessary corrections. We have attempted to contact ******************** via phone and email, and have left a voicemail message. It is imperative that we address the lack of inspection and make any necessary corrections promptly. We kindly request that you reach out to our teams so that we can obtain photos of any issues present and provide them to our teams for further action.

  Customer Answer

  Date: 05/21/2024

  Throughout much of 2023, Solgen was telling me that there was no available crew or contractor in Idaho to do repair work after the roofing crew "finished" during the winter of 2022-2023.  ********* left areas where paint was damaged plus  other places where the fascia was gouged, exposing  bare wood.  The house had been completely paint  just the year before.  Consequently the painters came back to do the repairwork for $3000, (out of my pocket.)
   
  Then I paid out another $2900 to Hardieboysroofing after the ************** attempted an installation and noticed that the the roof was not done correctly.  
   
  Once the roof was "finished", as I was comparing its appearance to others in the neighborhood, mine, looked different...in some areas, the shingles were more elevated ; they were not flat and the job was incorrect.
   
  If you have any questions for me, *******, feel free to call of email. 
   
   
  ***************************
  

  
  

  

  Business Response

  Date: 05/31/2024

  We apologize for the issues you have experienced with your roof and would love to work with you to resolve them. If any remaining work needs to be done or issues need to be addressed, we are happy to do what needs to be done to make this right. We can also talk about the payments you made to third parties in response to your problems with the roof. We made several attempts back in March to get in touch with you but have yet to be successful, so we kindly ask that you reach back out to us to discuss this so we can help resolve this. We hope to come to an amicable agreement on these matters and hope to hear back from you soon.

• Initial Complaint

  Date:03/07/2024

  Type:Product 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 purchased Solar Panels from Solgen Power llc and they finally went online in June 2 2023 3 days later 2 panels set off alarm not producing it took 30 days to get them fixed 2 days later same thing 30 days later they sent out repair team and they went bad that was November it took them this time till Feb 27 2024 to get them replaced so what this all means is that Im paying for 17 panels and since they have been turned online 8 months i have only had 15 working

  

  Business Response

  Date: 03/08/2024

  We understand that it must have been frustrating to experience issues with the system after its purchase. We want to acknowledge the inconvenience this may have caused you. In the past, our policy was to communicate that system production is an estimate with no guarantee. However, we've recently made changes and now offer a first-year production guarantee on new deals to better address concerns like yours.
  
  We genuinely regret any trouble you faced when the project was completed, and malfunctions were detected during activation. We agree that scheduling service appointments promptly is crucial, and we are continuously working to improve this aspect of our service. As a gesture of goodwill due to the delay in repairing the system issue, we extended our new First Year Production guarantee, covering 90% of the estimated production.
  
  Since the system exceeded this benchmark, no compensation was issued. We've successfully corrected the problem, and the system is now fully operational. We apologize again for any inconvenience caused by this situation. Please be assured that the system is complete, working well, and producing within standard expectations. If you have any further concerns or questions, please feel free to let us know

  Customer Answer

  Date: 03/08/2024

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

• Initial Complaint

  Date:03/06/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Solgen customer service has continued to gaslight us that the things our sales rep said didn't happen. We were NOT told we would have to pay a "convenience fee" to the power company for the privilege of being hooked up to the grid, only that we would pay if we did not produce enough to cover our energy needs. We were NOT told that the loan payment we would have would be 18 months interest only and if we didn't put our tax refund into principle, our monthly payments would sky rocket with most of it going towards interest. Our first 3 payments were NOT covered. When I complained, we were credited 1 month. Solgen customer service has taken zero responsibility for these omissions of truth, pointing at the fine print. We wrongly assumed that a green energy company would be conscientious and forthright. They are grossly failing to uphold ethical business practices.

  

  Business Response

  Date: 03/08/2024

  We sincerely regret that we haven't been able to reach an understanding regarding these concerns. This complaint involves additional agreements and dealings with third parties, as we've attempted to explained.
  
  In accordance with your interconnection agreement with the utility provider, you remain connected to the grid, and at the very least, you are required to pay the service charge for that grid connection. Unfortunately, this is beyond Solgen's control, and we regret any oversight in properly communicating this. It's a standard for grid tied systems in the industry, and there's no action we can take to effect change. In addition to the applicable service fees and taxes, any additional usage required by the home would be billed accordingly.
  
  Concerning the financing application with your lender, the application of ****************** to the solar loan is a common practice in the solar industry, providing benefits for those seeking a lower monthly payment. While our proposals can quote loan payments, the actual loan and payment structure constitute a separate agreement with your lender. Unfortunately, there's limited action we can take regarding an agreement that is not within our purview. It is our understanding that the first 18 months of these loans are interest only. Application of the specified Tax Credit amount can retain the initial payment amount, failure to apply this amount results in an increase to the monthly dues, to begin the payment schedule towards completion, this increase covering interest and principle, per the payment schedule. 
  
  Our commitment to cover loan payments is explicitly stated. With this particular lender, we had the ability to offer six months of no payments from the contract signing date. We agreed to cover payments until approximately 8/17/22, which is around six months after the agreement was signed on 2/19/22. This process is automated, and the funds to cover this Solar stimulus are withheld by the lender during the project funding process. Anything additional provided by Solgen was extended as a courtesy. 
  
  Once again, we regret any lack of clarity, but our terms, conditions, and agreements comprehensively address these matters. We genuinely appreciate your feedback to ensure we set proper expectations. If you have any further questions or concerns, please feel free to reach out to us.

  Customer Answer

  Date: 03/16/2024

  We would like to return our solar panels.  They are not acceptable and Solgen is taking no report their failure to communicate.  

  

  Business Response

  Date: 03/25/2024

  We've attempted further discussion with ************** regarding these matters, but unfortunately, we couldn't reach an agreement. It appears there's been some misunderstanding regarding certain aspects of the solar experience, and while we've made efforts to address them, we cannot agree to the requests as presented.
  
  Regarding the $25 utility bill, it's important to note that everyone pays a service fee to their utility provider, regardless of transitioning to solar. While this may not have been explicitly mentioned in the sales presentation, it's a standard practice for on-grid solar transitions, and there's nothing we can do to change how your utility provider bills you.
  
  As for the increase in monthly payments with your lender after 18 months, this is a standard occurrence outlined on the final page of our proposals and estimates. However, the actual payment and amount are subject to the discretion of the lender. If your tax credit savings aren't applied to your loan, it can result in an increase in monthly payments, which we cannot control once the loan is active.
  
  Our records show that the initial payment coverage on the loan was correctly satisfied. Our agreements with lenders withholds a portion of funding the project to cover initial payments during construction.
  
  While we apologize for any inconvenience caused by the misunderstandings, we cannot cancel the project as we have fulfilled our contractual obligations. Additionally, we cannot agree to pay the service fee as requested, as it exists regardless of the solar project. We have address the concerns raised and consider the matter closed. 

  Customer Answer

  Date: 03/25/2024

   
  Complaint: 21393855
  
  I am rejecting this response because:

  The companys representatives willfully misrepresented information.  
  

  The company acknowledges no wrong doing and has not taken steps to ensure it is not misleading others.  
  

  Despite repeated requests as to what actions they would be willing to do to resolve the information, they offered nothing. 
  

  Solgen misleads consumers and feels no responsibility for their actions.  
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:02/25/2024

  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.

  In the spring of 2021 we saw an ad for Solgen and were interested so we contacted them and set up an appointment to possibly get a solar array installed on our home with the promise that it would virtually eliminate our monthly electricity bill. After the consultation we decided to move forward and signed the contract on 6/8/21 with the cost being roughly $25,000 because we paid cash for the system. They came out and installed it a few weeks later and it was energized roughly around September. From the first month we didn't see much change in our monthly electricity bill, when we called them to ask about it they said they couldn't see any details on our system because there wasn't a monitoring system installed (which you would think would be included in the initial install) so they came out and installed the monitor which showed the solar generation wasn't covering our usage. Further calls about the lack of generation were blamed on being in the fall/winter months with little sunshine with them saying that because we had it installed late in the year that we didn't accumulate a surplus to cover the winter months but that generating over the course of next year would cover the following years winter months. That promise turned out to be false as have all the others we received from them. Over the course of having the system installed I believe we've had maybe 2-3 months during the hottest parts of summer where our usage was covered by the system.We've resorted to trying to get a different company our family have used to come out and assess problems with our system with little success because they are unwilling to touch another company's work for fear of voiding our warranty so we are stuck with a roughly $25,000 solar system that doesn't benefit us

  

  Business Response

  Date: 02/27/2024

  At present, we have no indications of any system errors. The system monitor was last connected in August 2023, displaying a full system response at that time. We have initiated a follow-up request with our Tech Support team to contact you and address the monitoring connection. This will allow us to access the monitoring view of the system, enabling us to promptly identify and address any issues flagged as alerts or alarms within the monitor when online and connected.
  
  Regrettably, any data lost during the system's offline period cannot be retrieved. While the system can be offline and still functioning perfectly, we cannot verify its status without recent system verification.
  
  Speculation arises in the absence of recent system verification. The solar offset is not guaranteed, and it's plausible that you might be consuming more energy than initially estimated, explaining the variance in results. Our primary goal is to design a system that comprehensively meets the energy needs of each customer. However, various factors, such as financial constraints, roof condition, building codes, utility company credit policies, permitting, and available roof space, may deviate us from achieving this goal. While our solar representatives advocate for the potential of solar energy, our design, engineering, support, and other teams offer a practical perspective based on individual circumstances and limitations.

  Customer Answer

  Date: 03/04/2024

   
  Complaint: 21343915
  
  I am rejecting this response because: this is the usual response that we are just using more than what we're generating so it's not their problem. The issue is that even though we have increased our usage, the system hasn't generated enough from day one. We have been open and willing to modify the system if more panels are needed, etc but  it seems like they have had no interest in working with us to make the system beneficial to us.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/06/2024

  We're sorry for any confusion. We weren't aware that you were considering additional solar installation. Since the system is currently offline, our initial focus with our Tech Support team is to reconnect it so that we can assess the system. Unfortunately, due to a surge in tech support tickets, we haven't been able to follow up on these concerns to their conclusion.
  
  After a brief discussion with our proposals team, we've identified space for additional solar placement if that's something you're interested in. We'll be reaching out to you directly to discuss this further.

  Customer Answer

  Date: 03/07/2024

   
  Complaint: 21343915
  
  I am rejecting this response because: with us repeatedly contacting you saying that the system isn't generating enough to meet our usage I would think that adding more panels would be the logical solution. But the only answer we ever got was that the system is working fine and that we are using more than we generate. 

  We have no interest in doing any further business with your company as you have shown either incompetence in miscalculating the system generation needed for our usage or that once you have received payment for a job you wash your hands of any sort of follow up or problem solving.

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

• Initial Complaint

  Date:02/25/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In February of 2023 we were contacted by Solgen Power when we were looking into purchasing solar panel for our home. Solgen gave an online sales pitch and asked if were we interested. We were, and asked for a bid for the cost of installing the solar panels and labor. Instead of a detailed bid we got a flat rate amount. We were then sent to financing to get approval through ************** ************* moved so quickly that were unaware of the terms of the contract. Nevertheless the loan was approved and were told both by ************* and Solgen Power that we would receive the 30% federal tax credit. We did ask several times for the formal bid and timeline but never received a respond. Once we had a worker show up that was to install insulation and we asked why? He said it was in the invoice for the cost of the solar installation. But, it was unnecessary because they did not go through the attic and our home was already insulated and we didn't need it. We had no closure to this work with Solgen and no contacts to reach Solgen to bring up this issue. It is now tax time and I can't file for the 30% Federal Energy Credit because we have none of the following paperwork necessary to do so.1) Invoice showing the qualified equipment and installation cost of the solar system that was installed in my home. 2)Documentation showing public utility subsidies that you received for buying or installing clean energy property, if any 3) Documentation showing manufacturer, distributor, seller, or installer rebates you received, if any 4) Documentation of any other price adjustments you received, if any.Thus, we have no documentation from Solgen Power. None in e-mail or paper.

  

  Business Response

  Date: 02/27/2024

  Our **************** team has received your correspondence, and they are available to assist you Monday to Friday from 8 am to 4 pm PST at ************** or via email at ********************************* In response to your concerns:
  
  We do not possess an itemized breakdown for your claim. The Purchase and Installation agreement indicates the total contracted price for the solar installation of a specified size (kW). While this documentation should be sufficient for claiming the Federal Tax Credit, it's important to note that we are not tax experts. We recommend consulting with your tax professional for accurate guidance.
  
  Regarding local subsidies, aside from the Net Metering program through your interconnection agreement with the utility, we are not aware of any other subsidies. Our system monitoring can inform us about total production but not the specific details of usage and export. You may benefit from the clean energy you export to the utility grid, but we do not have access to this information.
  
  We have no record of insulation work not being completed. The corresponding work order was marked as complete on 10/19/2023, and we have photographic evidence of the attic and insulation. Unfortunately, we cannot refund any amount for work that has already been completed.
  
  There have been no adjustments made to the pricing in this agreement. Change orders are automatically included when providing a copy of the agreement, which serves as the receipt. If you have any further questions or concerns, please feel free to reach out to our **************** team during their operational hours.

  Customer Answer

  Date: 02/28/2024

   
  Complaint: 21343460
  
  I am rejecting this response because: Solgen Power conducted business without my signature and without providing me with a written bid as I requested, no detailed invoice, and no receipt of payment. We were NOT provided with any written information on our solar panels or information about warranties for the panels. We were told that we qualify for the 30% Federal Energy Credit. But after speaking with our tax accountant we don't have the paperwork necessary to get the credit. The *** needs:

  1) Invoice showing the qualified equipment and installation costs of the solar system that was installed in my home.

  2) Documentation showing public utility subsidies that you received for buying or installing clean energy property, if any

  3) Documentation showing manufacturer distributor, sell, or installer rebates you received, if any.

  4) Documentation of any other price adjustments you received, if any

  I have not received any written documentation that would indicate that Solgen acted in good faith. Calling Solgen Power **************** is useless. They claim that the invoice is the Closing Statement from the ************** It is not and it doesn't meet the *** requirements. According to the ********** of ******* in Washington State "it is Solgen business responsibility to provide the consumer with the written bid, invoice, and receipt!" 

  Regarding the insulation charge: Your contractor for the insulation came, we had no idea that he was coming, he checked our attic and said that "we didn't need insulation" and told us that "he would inform Solgen" then asked to take pictures to show Solgen. In fact, when the initial person from Solgen came to our home in order to create a bid, he checked both our attic spaces for access for electrical wiring. He also noted that we did not need any insulation. Our roofline is so low that no electrical wiring was put in our attic space, all the electrical lines were out-side our home, under-the-ground, then routed to our separate garage where our electrical meter is located. The blown-in insulation that you have pictures of, was installed by ******* *************** *** on 4/3/1997 they installed 19 ***hes. On 9-13-2016 we had extensive construction work done on all the walls of our home by *****'s Home Restorations **** ***** measured our attic insulation and it was still was at 19". When you insulation person came he measured the insulation and it was still at 19". I have attached the invoices from ******* and from *****'s Home Restorations ****

  S***erely,
  

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

  

  Business Response

  Date: 03/04/2024

  Attached is a copy of the Purchase and Installation agreement, this is your receipt for going Solar. We do not have an itemized breakdown to provide. This Purchase and Installation agreement is what would have been provided by our **************** team to provide to your tax professional. 
  
  Thank you for the additional information regarding the insulation. We have opened a line of inquiry with our coordinators to verify the provided information. If confirmed that no services were rendered, a refund for insulation would be issued. 

  Customer Answer

  Date: 03/07/2024

   
  Complaint: 21343460
  
  I am rejecting this response because: I work with a CPA who's area is federal taxes for businesses and home owners. She has worked in this field for over 20 years. I have no doubt that your work qualifies for the Federal Energy Credit but without a detailed invoice we can't prove it. Tax laws have changed due to companies that scam consumers and take advantage of the Federal Energy Credit. So now, verification is needed from the provider!

  Regarding the signed,we signed because we were told it was needed so that Solgen could come onto our property to write-up the  "Bid" for the installation of the solar power. In addition, I told the sales man we did not want any solar panels that were made in *****, we wanted ******** made solar panels. You not only installed, low to moderate solar panels made in *****, but you overcharged us for them. You can buy the panels for $200./piece online and businesses can get wholesales prices. I have received a "comparative bid" to the work you did. It come in at $25,157.50. Maybe that's why you can't produce a detailed invoice-It's because you scammed us. As well, as Sand Solar, and ************* Solar. All of you are either banned from working in states or being sued by the Attorney Generals of numerous states!.
  

  Regarding the insulation, I don't believe you! You are not a company that deals in good faith! You entrap you clients into an agreement, so that you can claim you had an agreement. But, it doesn't excuse you from fraud. It only confirms your misguided attempt at fraud.

  I am tired of you stalling. We are filing with the Attorney General of Washington Consumer Protection regarding this matter. We are also retaining an attorney.
  
  Sincerely,
  
  ****************************************