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:02/15/2024

  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.

  Our original documents were signed 6/8/2023. Solgen Power were to uninstall 10 existing solar panels, tear off existing roofing material, sheet with plywood, re-roof with 50 year asphalt architecture shingles, install 18 new solar panels and integrate existing panels into new system. They were to handle all the city/county/electrical company requirements to facilitate getting our system fully functional.We financed $56,184 for the uninstallment of existing solar panels, tear off of existing roof, install of a new roof, 18 new solar panels, installation of new/existing solar panels and handling of all administrative paperwork.Dealing with this company has been a nightmare. New plywood was never installed. It wasnt until AFTER the 18 new solar panels were installed that the company finally acknowledged that our original plan included the integration of our 10 existing panels, which required the company to have to remove and reconfigure some of the new panels. Doing that has caused numerous leaks in our brand new roof.The company has come to inspect the leaks but has stopped short of agreeing to properly rectify the issue. They just want to caulk extensively and call it good. However, we paid for plywood sheeting and we dont feel our new 8 month old roof should be marred, weakened and possibly made unstable by a half-assed fix. We have more water entering our attic now than we did with our old damaged roof; were very worried about structural and drywall damage.We have a natural gas furnace and the roofers handled the furnace vent improperly, requiring extra visits to be extended to properly vent and my husband had to replace the vent cover because water was dripping down the pipe; rust had begun on the collar inside our attic, by the time we realized it was incorrect.We are still trying to get this project finished but were uncertain what the resolution will be. Time will tell, I suspect.

  

  Business Response

  Date: 02/16/2024

  We acknowledge the presence of roof leaks, and our initial assessment confirmed that they are caused by the solar feet. A pending appointment on 2/21/24 is scheduled for system removal, and a partial re-roof will be undertaken as soon as weather permits to address and fix the leaking areas.
  
  Regarding other concerns, our ****************** verified that the initial proposal did not include resheeting with the re-roof, as the decking was deemed to be in good condition. 
  
  Our records show that Permission to Operate was granted by the utility on 2/12/24. Once the leak repairs are completed, we can reinstall the system and activate it.

• Initial Complaint

  Date:02/14/2024

  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.

  I contacted Solgen after I saw an online advertisement for a black Friday deal for a $500 cash bonus for signing up with them during ciber week 2022. I spoke with a sales agent named *********************** for a few hours working out design plans and the loan agreement. I agreed to the loan because he assured me that as soon as I got the money from the tax incentive I could apply it to the loan or I could keep it and pay a higher loan payment. He told me that included in the loan would be a reroofing, installation, all new Attic insulation with removal of the old insulation, the solar panels, all top quality products done in house and they would have a project manager available for any concerns. Everything he said was a lie and none of those things happened. He even convinced me to do net metering which would have worked if the instillation had been completed as promised in March and built up credits in the summer to use in the winter but they refused to fix all the things they screwed up and never did what they promised, ignored my complaints, passed me off from department to department everyone I spoke to said they would look into it and never talked to me again. I never received the $500 bonus because they said I had to sign a NDA that took away all my rights to get it as a settlement agreement. They left me with good solar panels on a roof that needs replaced, crappy foam pieces they called attic insulation not up to code on top of old insulation that's a fire hazard, and the worst part is the electrical. My panel was recalled so they replaced it and they screwed up my electrical so badly I can't even fix it because that requires rewiring my whole house. After months of complaining they sent someone that couldn't fix it. None of my electrical is up to code, every room has flickering lights, we're constantly blowing breakers, and arching in the walls. Whoever approved this electrical should be fired. Now I have a PUD bill and loan I can't afford. I might lose my house.

  

  Business Response

  Date: 02/14/2024

  We understand there are four points of concern.
  
  Cash Bonus: upon review of the proposals that were created, we were unable to determine if this was included during a promotional period in 2022 as it was not noted as such. We offered to provide this bonus regardless but our concession would include a settlement agreement as a year had elapsed since this was initially discussed. Refusal to sign the agreement led to denial of the payment being extended as a courtesy. This was the only point of concern brought up in our recent Customer Support correspondence regarding system monitoring. 
  
  Tax Credit: Per our agreements, we don't guarantee the Tax Credit. As it is issued through the ******************* this credit is dependent upon an individual's income and tax liabilities. It is our recommendation to seek professional tax assistance to optimize your filing for the credit to maximize any benefit available. We do not offer tax advice. 
  
  Scope of Work: Multiple proposals were drafted, including a quote on a re-roof with Solar. The Purchase and Installation agreement signed did not include a new roof. Our insulation service simply offers to blow in additional insulation to what is existing, we do not remove old insulation. 
  
  Electrical Concerns: This was brought to our attention and our records indicate we dispatched personnel to go onsite on 5/1/2023 and resolve any errors. This was marked as complete with no additional follow up. 
  
  As we have completed our project and passed the required inspections, we will reach out regarding any issues currently unresolved as our records indicate they were addressed. 

  Customer Answer

  Date: 02/20/2024

   
  Complaint: 21291122
  
  I am rejecting this response because:
  They said nothing to fix any of the problems. maybe they should tell their sales people to stop selling customers their lies. He told me told me he would send a check for $500, & the reroof was included, & I would get new top quality roofing and insulation, & $15,000 back and that agreement took away all my rights to *** and get away with what they've done. The system on a summer day couldn't come close to my power consumption, it only goes up to 7.77kw, less then half of what I need. What did I pay $50,000 for? I want my money back! 
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 02/21/2024

  The ultimate objective is consistently to devise a system that comprehensively meets usage needs, a goal we aspire to achieve for every customer. However, the practical realization of this aim can vary significantly due to various factors such as financial constraints, roof condition, adherence to city/state building codes, utility companies' policies on credits, permitting issues, available roof space, and more. These factors may diverge us from the ideal goal. Our solar representatives are dedicated to presenting the potential benefits of solar, while teams involved in design, engineering, support, change orders, and others strive to convey the realistic possibilities within given constraints for each unique situation. For instance, if a customer's usage is ****** kWh and necessitates a $200,000 system with 55 panels, but they qualify for only $1****** and can accommodate only 30 panels on their home, we must work within these limitations if the customer wishes to proceed with solar.
  
  Please see your attached proposal (********* Proposal (1)) for $49,368.61. This included system installation, insulation blow in service and LED bulbs as energy efficient adders, and a stimulus adder for four months of payments on the system. The stimulus agreement may have been what our energy consultant was referring to in regards to the $500 request. In the event that this was actually signed up during an additional promotional period that was not noted, we did extend the offer to satisfy this request. We are sorry we could not come to an agreement. 
  
  As expressed previously, our Purchase and Installation agreements do not guarantee the Tax Credit in return for going Solar. It is recommended to consult a tax professional to optimize filing and maximize the available benefit. If your income or tax liabilities limit your ability to claim the Federal Tax Credit, there is no action we can take to remedy this. 
  
  It appears the goal was to keep lending under $50,000, although it is unclear why this was the objective at the time. For a slightly larger system size, there is a proposal that included a re-roof, but total project pricing at $82,936.49. We can confirm that the agreement signed did not include a re-roof. 
  
  The proposal attached indicates with this system size, estimated production and energy efficient adders, the estimated offset to the electrical utility bill is  48%. The remainder of your energy needs will be billed by utility. If you feel this isn't the benefit you were wanting to see, you can always see if it is possible to expand on your system, but this would require purchasing extra panels to further offset your usage. Lowering usage will also alleviate the amount of power needing to be supplemented by the utility company. It is generally recommended to have Solar up and running for about a year for an audit as described to be completed.
  
  It is important to note that the system was granted Permission to Operate in October of 2023. Activating panels amidst winter time can lead to the appearance of the the system having no effect. This is because production efficiency is naturally lower for the season and your usage is likely surpassing production capabilities. As we wrap another cold winter, better production is around the corner. This system is currently online and connected to monitoring. We see no alerts or alarms, system functioning normally. 

  Customer Answer

  Date: 02/26/2024

   
  Complaint: 21291122
  
  I am rejecting this response because: First I never received any LED bulbs as promised. Second the stimulus added wasn't for four months it was for six months of payments towards the loan because the whole process of signing me up took so long, well into the night. I have the text messages with the $500 offer and my response, I made an appointment an signed up. I realize now that the six months of payments and all the back and forth, the design plan changes, different proposals, the urgency to sign the papers to lock in an APR I was told was doubling the next day, were all distractions done on purpose so I wouldn't see the fine print of what I was signing and the changes that were made without my knowledge. By the way I was never given this proposal or even saw it. I was given a black and white computer grid of my roof showing where the panels would go. I also wanted to thank you for providing that proposal because I noticed something on the last page that I highlighted and will send with this response. It says that my loan payments would stay at $168.36 as long as the federal tax credit is applied, if not applied the payments will change to $241.53. Maybe your whole company should consult a tax expert or just ****** it. Then you can't hide behind that excuse anymore. Your company knows **** well that it's a non refundable tax credit and has been since it was created years ago, which means as you already know it can never be applied to the loan or given back to the customer. It means the *** puts it on my account and if we ever owe taxes between now and 2032 it will be applied towards taxes owed and the remainder will rollover year after year. Which also means a retiree on a fixed income that will always have 0 tax liability will never be able to use that credit. Your sales rep knew that was my situation because it was in the financial information I had to provide to apply for the loan. I don't think you were supposed to give me that proposal. I will say again that I was never told to consult a tax professional BEFORE I signed papers. I was told it was a guarantee I would get 30% back on the total cost that I could choose to apply towards my loan or spend on anything I wanted because I quote "It's your money to do whatever you want with, go on vacation, but a car, because you don't have to apply it to your loan we structured it that way so you would have that option". I was promised a $500 signing bonus, 6 months of loan payments on Solgen, $15,000 in my pocket, a reroofing, removal of old insulation that was a fire hazard and ********************** put back in, top quality roofing materials and installation, top quality panels that would provide enough credit during the summer months to make my electric bill $10 a month all year long and that was just to keep the net metering service hooked up to the *** company. Your company for months and months refused to fix my electrical which was and is not up to code on so many levels. I called, emailed, and texted every week during the summer. I was passed off from department to department, from person to person, told by customer service 3 times they would note my account, start a ticket, and someone would be looking into it and I would be contacted in 2 or 3 days. I got nothing but screwed out of all the sunny days all last summer that could have helped me so now I'm stuck with an $800 electric bill I can't pay because I'm on a fixed income and an electrical system that I'm afraid will burn down my house at any given moment. All you did was send one person out here that knew nothing about electrical and said everything was fine and it was our fault for overloading our panel. We have the same things in use and plugged in as before you replaced my electrical panel, except for the solar panels which wouldn't cause any of the problems I'm I have now. 
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 02/26/2024

   I have 2 images to attach to my response but was never given a way to do that and I thought I could here but again I was not given a way to attach them.  How can I send them? 

  

  Business Response

  Date: 03/05/2024

  Regarding LED bulbs, we couldn't locate a request in our Supply Chain to fulfill your order. Please contact **************** to provide the number of LED bulbs required, and we will ensure they are sent as part of this solar project. Please be advised that LED fulfillment is currently on hold, pending supplies replenishment, expected by the end of March 2024 and we will begin fulfilling these orders again. 
  
  As previously discussed, we conducted a follow-up on the $500 bonus, and in line to our compensation policy, we sent an agreement for your signature. While it is within your right to refuse to sign the agreement, management then denied the credit request without the necessary agreement.
  
  As mentioned before, our Purchase and Installation agreements explicitly state that we do not guarantee the Federal Tax Credit. Going solar makes homeowners eligible for this credit, and the resulting savings can be applied to your balance with your lender, impacting your payment structure. We cannot offer tax advice and recommend consulting a tax professional. These financing terms were agreed upon during the loan application process with the lender.
  
  In conclusion, once we receive the bulb count, we will submit the order to our Supply Chain for processing. We attempted to move forward with the sign-on bonus, but unfortunately, we are currently unable to proceed. While we inform homeowners about the Federal Tax Credit as a courtesy, it is your responsibility to follow up with a tax consultant regarding filing for this credit, considering your current financial situation.
  
  We have confirmed that a re-roof was not part of the purchase and installation agreement, and as it was not a charged service, no work was performed. Our insulation adder's scope of work has never included removal. After project completion, we can blow insulation into the attic with what is currently in place.
  
  Term 8 of our agreements specifies that we cannot guarantee energy savings through the use of the array. Some projects are completed in the winter, and it is recommended to be operational for a full year and during a peak production season for an accurate comparison of your energy usage versus your solar system size, and the estimated production of that system.
  
  Lastly, regarding the continuing electrical concerns, we conducted a follow-up with our ********************************** and had our ******* examine your electrical concerns. In response to the reported flickering, we are in the process of scheduling an appointment to revisit and verify our work and connections. Although we are committed to identifying and addressing the issue to the best of our ability, it's possible that the problem is unrelated to the solar work we completed and may require the expertise of a general electrician. Safety is our top priority, and we are actively working to arrange an appointment to address the reported issues.

  Customer Answer

  Date: 03/11/2024

   
  Complaint: 21291122
  
  I am rejecting this response because: again your saying the same things and ignoring all the problems. You are lying to your customers and stealing their money. What you wanted me to sign was an NDA, which is blackmail to get what was already promised. As I said before no one can apply that money to their loan and you know it. All lies still nothing from your company but lies. I demand everything that was promised to me or a full refund! 
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 03/19/2024

  I don't understand, I thought that your whole purpose was to stop large businesses and corporations from lying, scamming, cheating, and taking advantage of regular people who feel helpless like there's nothing they can do. It feels like this whole time you've been on their side. How have you helped any of the people who have complained about them? They haven't fixed or changed anything. I  can't believe this is ok with you. This goes against everything you portray yourself to be. So basically your saying you can't do anything to these companies, they get away with it. Did they pay you off too? What a joke this whole thing turned out to be and what a waste of time!!!! 

   

• Initial Complaint

  Date:02/07/2024

  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.

  I was called by Solgen Power to install solar panels on my house the first of the year 2023. I told them I was thinking about it but I was not ready to do it. They then called me back July or August. I was excited to go solar because my daughter got them and her highest bill from the elec. company is $5. I told the guy that my house is not insulated and my elec. **** runs about $170-220 a month. He said he would have someone come out and insulate my house for me it comes with buying the solar panels along with led lightbulbs both I never received. No one has every contacted me about it since. I've called about it several times and only gotten one call back. She stated that they are very backed up. Before they installed my panels I told the guy many times that I cant afford a huge power bill and the payment of the panels. He assured me that wouldn't be the case.When the city inspector came out for the final inspection I was talking to him about the solar and he laughed when I said I'm looking forward to a $5 dollar power bill. He said for one there wasn't enough panels on my house for that and it would never be $5. I called solgen power that day and said come get them that NO way can I afford a huge power bill and a solar payment. He assured me that it that it wouldn't be that way but the first month or so the payment would be $145 instead of $220. They sent me an email with instruction on how to turn on the system. I don't know which box is which to even turn the system on. I called them to let them know that I wasn't sure how to turn it on. That is when I noticed that the side of my house had a bunch of holes drilled into it. They were not there before. I took photos and sent them in and they said they would send someone out to fix them but never did.When I applied for the loan they denied me and I was sent an email which I was actually relieved because I was having doubts. Then the guy from Solgen called me and said he needed to me sign the papers ASAP that day. From then on it had been a whirl wind ******* me to sign things but not giving me the time to look at them. After I signed the papers I went back to read them and they are unavailable.I have been in touch with the good leap about this and to find out how Solgen got my loan approved they are looking into things. They say if I don't make my payments to them they will put a lean on my home. I just got another power bill even higher than the last one. I feel taken advantage of and lied to just so someone could get their commission check. The day the inspector laughed and told me that, I told solgen to just come get the panels I changed my mind. Which was within the 3 days I had to cancel transaction. When someone finally called me back the other day all they did was quote stuff from the contract I signed. What about the 3 day notice of cancelation with out any penalty or obligation. It had not even been turned on or final inspected when I told them to come get them.I see other complaints about the same things then Solgens replies are a bunch of mumbo jumbo stuff they chose not to mention when they were selling us the solar. I stated plan and clear from the get go I CAN NOT AFFORD A HUGE POWER BILL AND A PAYMENT for the panels. At that time the sales person should have told me No Guarantee or Representation of Energy Savings or ************* The Company does not guarantee any energy savings, efficiencies, or cost savings through the use of the Solar Array. Information provided about energy savings, efficiencies, and cost savings is solely for illustrative purposes and is based on historic data and information obtained and provided by the manufacturer and other third parties. The Company makes no representation regarding the accuracy of the information provided. Customer assumes all risk relating to reliance upon any information provided. Instead he told me lies just to get the sale. So far all solar has done for me is put me in debt and wasted my time. I have not saved even a ***** it has costed me.

  

  Business Response

  Date: 02/07/2024

  The Solar journey is unique for every home, as we all use energy differently.
  
  As already mentioned, we do not guarantee  energy savings through use of the array. It was properly advised to **************** that since her system was granted Permission to Operate in October, the natural production efficiency decline means regardless of system size, generally Solar production is outpaced by winter time usage. Our proposal indicates an estimated 65% offset, meaning 35% of your existing costs remain in the form of a utility bill, primarily during the winter production period. With a lower offset project, it is expected that you won't overproduce as much during the summer, therefore have less credits to carry you through winter. We do apologize for any miscommunication regarding this matter. Please see the attached reference, we did maximize Solar placement. The darker shade on other roof faces indicate a poor Solar exposure, so we generally would not propose to install Solar on any other roof faces unless requested and approved. If a higher offset is desired, a larger system would be necessary. We do not guarantee estimated offset in our agreements. 
  
  It was mentioned, noted by our **************** team, as we advised the terms of the agreement, that **************** expressed she did not read the terms she agreed to. As a company, this is not something we have flexibility on. We completed our end of the agreement, installing the specified system size. 
  
  Regarding the concerns of damages, there is currently a pending repair ticket in place to address this matter. We are sorry this has not been addressed yet and we are reaching out to our coordinators to gather an update. 
  
  Lastly, regarding project adders, reviewing our proposal, insulation was not included on this project. No charge was assessed for this service, therefore it cannot be provided. We do apologize for this oversight. The two energy efficiencies that were included were LED Bulbs and a Nest thermostat. If these have not yet been provided, we will be sure to submit a request via our Supply Chain.  

• Initial Complaint

  Date:01/30/2024

  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.

  On 11/6/2023 I contacted SolGen regarding a leak in our roof under where the panels were placed. They came and removed a section of panels in December. At that time black mold was found in the attic space. As of today, 1/30/2024 we have not had the roofing completed, panels replaced on roof or removal of black mold. We are looking at legal action. The customer service is less than acceptable; very poor communication and lack of care for the health of the household.

  

  Business Response

  Date: 01/30/2024

  We apologize for the lack of updates while we work to resolve these concerns. We attempted roof repairs noted on 12/18/23 and our installation team determined in follow up that we need to repair additional roof space to safely reinstall. We apologize for the oversight and aim to remedy these repairs as soon as possible so the panels may be reinstalled. In light of the issues raised, we will additionally agree to contract a third party to handle mold remediation and agree to cover the associated cost. Scheduling to commence promptly. 

• Initial Complaint

  Date:01/29/2024

  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.

  My mother let solgen talk her into getting solar panels because they would lower her bill and in the winter her extra energy would kick in and the bill not only increased but on top of that she has a bill to solgen .not to mention the panels were not even producing any power for months before the power company came to change a meter and notified us that we werent producing and they didnt know for how long!!I think we need to start thinking about a class action lawsuit all of us unsatisfied customers who were lied to!

  

  Business Response

  Date: 01/30/2024

  Concerning the mentioned account, our records indicate that monitoring was not established when the project was completed, despite being set up. To address this, we responded to the request for a replacement monitor since the whereabouts of the original one couldn't be determined. Monitoring was initiated with the new monitor, showing a full system response. Unfortunately, we cannot retrieve any lost data from the period when the system was offline. Upon recent review, we noted the system went offline again in December 2023. We've reopened the request with Tech Support and commit to making efforts to reestablish the connection. While energy savings aren't guaranteed per our agreement, we aim to ensure the system we installed is fully functional, as evidenced during the brief window it was online. Although the system doesn't need to be online to function, being offline results in the loss of valuable data, making it challenging to identify any faults during that time.
  

• Initial Complaint

  Date:01/24/2024

  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.

  I signed up for solgen power to get solar panels on my roof I am no expert on solar so I. Deferred to the sales team at solgen. They said they provided me a system that would cover 95% of my bill so that I wouldn't have a big Pud bill every single month. I was told I would receive credits every month to cover my winter bills and that I would have almost no bill. I think I got scammed. They sold me a system that covers less than 1% of my power usage per year. They said we base it off of one month of your power bills, which I seem kind of odd that they can base a system off of 1 month and mind you. It was the lowest used month i'd ever had. I had questions from day one and they just kept giving me see the runaround. Saying, we need more data. a few more months when by i. Contacted them again and they're responses. The only way to make your system work properly is to use less power. And I'm like well. How can I use less power on my system? Wasn't designed properly by you guys and they're well. That's the contract you signed like. I'm no solar power expert so I don't know what was good and what was bad. ****** is a terrible company to work with after having issues. I looked at all the reviews and problems and ninety five percent of the problems are the same problems I am having.

  

  Business Response

  Date: 01/25/2024

  The system has not been active for a full year, speculation on the impact of the system wouldn't be accurate, especially since the panels have not yet been operational during the full spring and summer, peak production periods. We don't guarantee offset. Solar offset is an estimation based on your anticipated annual energy needs versus your system's estimated yearly production. Our agreement explicitly does not guarantee energy savings through use of the array
  

  Monitoring through the Hoymiles system shows no alerts or malfunctions; the system is currently producing as expected, with lower wintertime estimates. The proposed annual production is ***** kWh, and any extra energy needed will come from the utility provider, billed accordingly.

  We've met our contractual obligations by installing the agreed-upon system size at ******************** property. If **************** is consuming more energy than initially estimated, there's limited action we can take. Achieving additional offset might require additional panel placement, but it's recommended to give it some time for a comprehensive evaluation.

  Customer Answer

  Date: 01/25/2024

   
  Complaint: 21192477
  
  I am rejecting this response because:
  TheThe system was designed for 5.4 kw since the system has been installed. I have used 10 kW of power from PUD the system was not designed for my power usage. They do not do enough research to find out the actual. How are usage of the homes before they install. They do it everyday can to get you to sign the contract.  And get the sister installed. And then they keep running around saying we don't have enough data. We don't have enough data just like the response today. I during a peak month of August. Which was the sunniest month of the year? I didn't produce close to my power usage. Nothing has changed in my home from the day. They did my power assessment.  But my pud bills have gone app and I'm paying a solar bill which is now going from paying normally a 130 in the summer to 280 because of a solar bill and now paying 400 in the winter, Pay 700.

  I do not like the answer. They did not do their job. They are solar experts. I am not. They did not design a system efficient for my house.
  

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

• Initial Complaint

  Date:01/23/2024

  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 sales representative explained that I would receive an approximate $15,000 refund from the irs this year to reduce my target balance to $36,265.12 by October 10,2024. My currents monthly payments are $198.38 and after the target balance date payments would go up to $283.56. Having just filed my taxes, I was shocked to find out that I would only be receiving $2515.00 refund ( I owed $334.00) otherwise it would be a refund of $2181 this year to be payed to Goodleap, not the $15,000.00 I was told I would get this year to pay Goodleap before the October 10,2024 target date. Due to the miss representation of this payment agreement, I am put into a financial hardship and am not certain I can make the $283.56 payments after October 10,2024. If I had received the $15000 and made the payment to Goodleap, then my payments would remain at $198.38 which I can make. The small refund amounts will continue to be payed over a period of years,not one lump sum as understood. I am seeking to have someone provide me information on how to address this issue, and perhaps the ************************* could be of help. Please advise.

  

  Business Response

  Date: 01/24/2024

  We understand the frustrations you've voiced and apologize for any misunderstanding that has occurred. As outlined in our Purchase and Installation agreement, we don't guarantee the Federal Tax Credit since it's issued by a third party and is dependent on an individual's income and tax situation. The loan payment structure is also beyond our control, but it was agreed upon when everything was acknowledged and signed with the lender.

  While our proposal mentions the total amount of the applicable credit, we don't offer tax advice. We strongly recommend consulting with your accountant or tax professional for guidance on this matter.

  Feel free to get in touch with your lender to discuss these concerns. While it seems like a fixed arrangement, there might be room for adjustments if applying that amount by the due date proves challenging. This would be solely at their discretion. 

  Customer Answer

  Date: 01/24/2024

  at the time I was told about the rebate the salesman did NOT suggest I consult with a tax person prior to signing the agreement to assure that this was a good deal for me.

  Cut and dry. Rebate would be submitted in plenty of time for the *** to send it to me to meet the 

  target Balance Date of Oct 10,2024.

   

• Initial Complaint

  Date:01/11/2024

  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.

  I'm an 82 year old widow on a fixed income when Solgen came knocking on my door telling me how I could save on my utility bill which was over $500.00 a month every month!!! They also said solar energy would be mandatory by a certain year and I would be better off just getting it installed now. Boy was I a fool? Sounded believable to me. So they rushed me into signing all these legal documents on an Ipad which I never received copies of. And now I can't get a hold of anyone at that company not like they have ever answered any questions or phone calls just left me hanging. Promised me all new LED lightbulbs-never received one! Now I have to pay $300+ for solar panel loan plus my usual $500+ utility bill!!!! I am 82 on a fixed income and now I can't afford food ad have been sick ever since. Why didn't they just shoot me in the head? It would have hurt less and been quicker. The end result is the same. So now I owe way into my 3rd lifetime ad my children are seeking advice from the law. That's what solar panels will do for your family so go a head call for yours today.

  

  Business Response

  Date: 01/12/2024

  After extensive review, we aim to provide clarity on the matter. Ms. ***** entered a Purchase and Installation agreement for a ***** kW Solar array, estimated to produce ****** kWh per year as per our proposal. It's crucial to note that the system was energized and approved on 8/30/23 entering wintertime, which naturally has lower operating efficiency. Currently, Hoymiles shows no alerts or alarms, indicating the system is operational but producing less due to the season. Your utility bill reflects the energy consumed beyond what the system generates.
  
  As we transition to spring and summer, production efficiency is expected to rise. ****************** household yearly usage estimate is ****** kWh, with the solar array and combined project adders providing an estimated 56% annual offset. Lower offset projects may not bank excess power, leading to utility bills in winter. Savings are not guaranteed as outlined in our agreement. Despite a lower offset, there are potential long-term savings. Attached excerpts from the proposal breaking down the investment. Considering a current $500 utility bill, factoring a 4.5% annual increase, the estimated total utility cost over 25 years is $266,124. 56% of the estimated 25-year utility cost is $149,029.44, while the gross system cost is $71,176.70. The net system cost, after ****************** federal tax credit, is $49,823.69. ************** may pay significantly less for half her energy needs in the coming years, showcasing the long-term investment. This is because while a payment to a lender remains fixed, utility prices continue to rise. 

  Installation completion binds us legally, and as a company, we don't affect cancellations. Our customer support team will follow up to ensure receipt of the included LED bulbs and to address any questions left pending. 
  

• Initial Complaint

  Date:12/28/2023

  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 2021 SOLGEN sold ** on the idea of Solar panels. They promised incentives such as credits annually and ** getting paid for our excess amount of energy we would create. They sold us on twice them amount of solar panels we needed because of this, turns out my home doesnt get sunlight a solid 6 months out of the year because we live next door to a county park with trees so tall they block the sun fall - spring. The panels dont make enough energy to power a light bulb most of the year. They talked family into close to a 30k loan for a product that cant do its job because of where they are. . SOLGEN says they work yes, they work during summer, but the rest of the year I pay a full PUD bill and a solar power bill. From the beggining we were given false promises of tax benefits, payback from the excess power. . They installed solar panels on a mushroom, plain and simple. They supposedly reasearched it with all this evidence proving the solar panels to be worth it. Im sure solar panels are great for some, but my house is in darkness all winter ( it was a new purchase for us at the time, we werent aware either ) . . They should have done a smidge more research. You wouldnt sell a convertible in ****** without confirming with the client they wont get to use it very often. The crew they sent to install were on my roof with sweatpants and Vans, looked to young to be professionals in the electrical field. really. *** talked to the company countless times, they blamed the business going though tough times with bad employees back then. . I get it, but they got rid of the bad employs and Im still stuck living in the dark using my solar panels as umbrellas.They say they have a board of directors, no owners to talk to . . This business isnt treating people right. Please help if you can, thank you.

  

  Business Response

  Date: 12/29/2023

  Our Customer Support team has verified through the connected monitor that this system is meeting the estimated production targets as intended. Regarding *********************** situation, our original proposal didn't include an actual utility bill since they had recently moved into the property.
  
  As per our Purchase and Installation agreement, we explicitly do not guarantee energy savings from using the array. However, our confirmation shows that this system indeed generates more than enough electricity to power a lightbulb. Unfortunately, it seems the property's power consumption exceeds what the array can produce, leading to receiving a utility bill during winter.
  
  Additionally, our agreement stipulates that we dont assure any rebates or credits. The Federal Tax Credit for transitioning to Solar is available to all homeowners, contingent upon individual income and tax liabilities. Consulting a tax professional is advisable for guidance in applying for this credit.
  
  Your net metering agreement is directly with your utility company. In Washington, we benefit from net metering agreements, where excess power produced is sent to the grid for a credita one-for-one exchange. This enables going Solar without the expense of a storage system. Depending on your electricity usage, accumulated credits are often used up during the winter months when production efficiency naturally declines.
  
  In summary, we've fulfilled the terms of our agreement by installing the specified system size. Monitoring data confirms that your system meets the estimated production levels. We consider this matter addressed and closed. If any part of our Purchase and Installation agreement remains unfulfilled, please reach out to us.
  
  
  
  

• Initial Complaint

  Date:12/15/2023

  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 power installed panels nearly a year ago at your house. We were promised a 15kwh system installed and they installed a 10kwh system instead. This was underpowered and we thought everything was fine. Did some research and we had major issues. Our system that is too small is working at an average of 40-50% capacity a month. We pay $271 monthly for the panels and the loss of power audit only yielded $502. Not even enough to cover two power bills. We still put in nearly $300 a month in utility payments. Weve asked to get this fixed and they say ok then never follow through. Constant email bombardment from many directions and not a single conversation ever finishes. The individuals just say give us a week to another week. I was told they would come up and add more panels and fix the system and now I cant get ahold of the company period. Its strange. Constant voicemails and emails. I feel as though Ive been taken advantage of heavily. The solar credit they mention, thats %30 of your total bill, you wont get it. They lied about that also, its a tax credit thats paid out over three years. They gave us a few months to get the entire number and add it to the bill. That is impossible. Bait and switch is how I feel at this point. Since 9-5-23 I have been trying to fix an issue present since 3-14-23. We were told solgen is going to put more panels up at no charge to cover the gap. I believe they are having a hang up on the offer and that might be why Im being ignored.

  

  Business Response

  Date: 12/18/2023

  The agreement between ********************** and Solgen Power stipulated the purchase and installation of a ***** kW system, which we've successfully installed, featuring (29) 365W panels. In light of system issues encountered, we made an exception to our Lost Production process, offering a courtesy payment of $502. Our Lost Production process requires active monitoring for the affected time frame and we have experienced connectivity issues. 
  
  Our records indicate no offer for free panel installation. Although we were aware of the desire for more Solar, our proposals team found room for only 4 additional panels on this structure, falling below our minimum system size. Thus, we can't complete additional placement. Our agreements don't guarantee energy savings from the Solar array.
  
  The Federal Tax Credit for transitioning to solar is potentially available to homeowners but is issued through a third party and is contingent on individual income and tax liabilities. We advise consulting a tax professional or accountant for guidance on claiming this credit. 
  
  Regarding ongoing system issues, we've addressed a previous "hardware error 303," but a recent review identified an inverter offline with an alarm labeled "hardware error code 304." We're in contact with the manufacturer for guidance on resolving this issue.
  
  In conclusion, the reduction in system size was likely due to regulations, as a 15 kW system wouldn't fit the rooftop with the necessary setbacks and local codes. The corresponding proposal estimated a 43% annual offset, leaving 57% of energy needs billed through the utility. The Tax Credit isn't guaranteed, and if not applied within 18 months, loan payments might increase, a matter outside Solgen Power's control. We're committed to resolving all alarms on ************************** system and appreciate the patience extended as we await manufacturer communication.