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:12/04/2023

  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.

  We contacted Solgen Power about installing their solar panel system on our roof so we could generate electricity and reduce our electricity bill. They explained the benefits of it and told us we would get an $8,000 refundable tax credit to reduce the $26,000 total cost, not counting on the interest over a 25 year repayment loan. They lied as the tax credit is not refundable and only reduces the taxes owed for the year it was installed. The catcher is that the tax credit is limited to 30% of the cost or $7,800 in our case. We feel we were scammed. The only ones benefiting our purchase is Solgen and other users of the electric grid. We were scammed and Solgen should have to make restitution to me and my husband as well as to other customers of Solgen.

  

  Business Response

  Date: 12/05/2023

  Under our Purchase and Installation agreements, Solgen Power cannot assure rebates and credits as these originate from third parties with terms that *** change. We suggest consulting a tax professional or accountant of your choice to understand how to claim this credit and maximize its benefits. If someone doesn't qualify, we regretfully cannot offer compensation as we don't guarantee the credit. The Federal Tax Credit is contingent on your income and tax liabilities. It is our understanding from previous clients that if the full amount cannot be claimed at one time, you do have more than one year to claim the full amount. 

  Customer Answer

  Date: 12/05/2023

   
  Complaint: 20954698
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** And ***************************

• Initial Complaint

  Date:11/09/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I decided to purchase solar power for my home on 6/27/23 from Solgen Power, i reviewed the company after the purchase and saw many complaints from other customers so I messaged the person who signed me up and let them know i would like to cancel the purchase. They called back and said I was to late to cancel and if i wanted to cancel it would cost me over $4500.00 so I felt stuck and very pressured like i had no other options then to continue with the purchase the company came and installed huge solar panels across the middle of my yard and the unit is still not active and working. I just made my first payment on 11/3/23 while also still paying the full amount of my power bill because the unit is still not creating any power. They have had very little contact throughout the process and were supposed to be contacting me weekly throughout the entire process to give me updates. When they do text me and I text back I get no response. I still do not know when the unit is going to be actively able to collect energy and yet they expect me to continue to pay for it.

  

  Business Response

  Date: 11/09/2023

  The progress of this project is presently paused during the inspection phase. We are actively collaborating with the inspector to resolve any concerns swiftly. Additionally, on 10/31/2023, a credit was submitted for reimbursement of the payment made for the system during its non-operational state. It is our customary procedure to compensate for delays attributable to our responsibility.

  Customer Answer

  Date: 11/09/2023

   
  Complaint: 20848039
  
  I am rejecting this response because: I have not received any reimbursement for this payment.
  
  Sincerely,
  
  ****** San ******

  

  Business Response

  Date: 11/20/2023

  According to our records, the payment for request C-******, dated 10/31/2023, 1:56 PM, totaling $286.06, has been processed and paid. Payments are typically sent out after processing on Fridays, so this payment should be en route. If you haven't received it within 2-4 weeks, please reach out to Customer Support for an update.

  Customer Answer

  Date: 11/22/2023

   
  Complaint: 20848039
  
  I am rejecting this response because: I although u did recently receive a refund fir the amount I have paid for the payment the solar is still not up and running and when they scheduled to come do work on it today they said nothing about needing to shut off my power and I work from home on a computer. They again had to reschedule because they failed to communicate the power needed to be disconnected. I had to use my safe and sick time (PTO) to call the office and complain again about the lack of communication and services and to cancel the purchase with the company. I am currently waiting to speak to a project manager to hear about my options to cancel.
  
  Sincerely,
  
  ****** San ******

  Customer Answer

  Date: 12/01/2023

  I have been contacted back regarding canceling the purchase and was told I will have to pay $4500.00 which is 10% of the ************* removal fees.  Which is totally unfair because they did not follow through with anything to complete the install in a timely manner or provide prper communication and none if it is my fault therefore I should not have to pay anything. Also, the company has recently been purchased by another company and believe this is part of why my installation has been so delayed.

  

  Business Response

  Date: 12/01/2023

  Once we complete the initial panel installation, we don't cancel projects. Safety-wise, it's known that working near the main service panel needs a power shutdown. Apologies if this wasn't clear earlier. We followed up on 11/27 to reschedule the appointment and keep the project on course. A message was left and we are awaiting correspondence back on scheduling. After finishing this extra work, we'll move on to inspections. Once inspections pass, we'll apply for Permission to Energize to activate the system with the utility company.
  
  
  
  
  
  
  

  Customer Answer

  Date: 12/02/2023

   
  Complaint: 20848039
  
  I am rejecting this response because:nothing has even been attempted to be reschedule so not sure what you are referring too there. The unit is still not running and another week, month has gone by this is definitely not a well structured business and I am sure alot of the holdup has been due to a new company taking over.  Which is really unfair to the customers. A refund is still desired and for good reason.
  
  Sincerely,
  
  ****** San ******

  

  Business Response

  Date: 12/11/2023

  Our management has thoroughly discussed with **************** the issue at hand and has successfully arrived at a mutual agreement to proceed with the project. We're confident that this matter has been effectively resolved and can now be concluded.
  
  
  

  Customer Answer

  Date: 12/11/2023

   
  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 thanks to the companies new awesome install crew and the great customer service provided from *******.
  
  Sincerely,
  
  ****** San ******

  Customer Answer

  Date: 12/12/2023

  Hello BBB,

  Can you please reopen my complaint the company again has not installed the electrical panel correctly which pushes out finalizing the project even farther and today my breakers are flipping causing me to have to flip ************ outside my home to get things to work again which has never been an issue. I really wish I never agreed to purchase this, it has been one mistake after another and the only mistake I have made is choosing to purchase this product and paying for it!

  

  Business Response

  Date: 12/13/2023

  We acknowledge the frustration caused by the extra work required, but we assure you that rectifying any mistakes is our priority. Our teams have taken the initiative to offer a rescheduled appointment on 12/18/23 to prevent further project delays. We're eagerly awaiting your response.
  
  
  
  

  Customer Answer

  Date: 12/13/2023

   
  Complaint: 20848039
  
  I am rejecting this response because: I responded with a text message with my frustrations and got no response. They mentioned 12/18 but did not try to even schedule a time and have nit responded back to my message.
  
  Sincerely,
  
  ****** San ******

  

  Business Response

  Date: 01/04/2024

  The work has been rescheduled for January 8, ****. To rectify the delays stemming from miscommunication, we've reached an agreement on reimbursement. We consider this matter resolved and are moving ahead with a service appointment to proceed with inspections and after which we can then apply for Permission to Operate.
  
  
  
  

• Initial Complaint

  Date:11/07/2023

  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.

  Solgen installed solar panels at my fathers house without consent or permission. they worked solely with my sister who lives on the property but has no authority to do anything in my fathers name. they installed solar panels in february of this this. to this very day it has not generated one single watt of energy. My father is 82 years old with dementia. when i found about this i called and sent emails to the company but because they were working with my sister they would not tell me anything. my sister is supposed to be fixing this but has not at this point. she told me that she was not to be charged for 18 months and that would be very good for my dad. i told her to have them removed and she she said she would call them. Now i just found out that they are taking out $115 dollars a month under the the company Goodleap. i have no account number nor so o have any idea how they got my dads checking account information. i have made several calls to Solgen with zero response. i want the panels taken down and i want my dads money refunded to him.

  Customer Answer

  Date: 11/08/2023

  per your request is the *** for my father ********************************** 

  thank you, 

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

  Customer Answer

  Date: 11/21/2023

  since the last complaint they never did reach out to me. Every time i called its same automated message with no response.  the solar
  panels dont work never have and they have been up there for nearly a year. my sister set the whole thing ** in my fathers name without his consent. Now they are charging g his account $115 a month for solar panels that dont produce any energy.   and now there is a ****** dollar loan which he never signed a single piece of
  paper. im floored with lack
  of communication within this company. you cant talk to
  a real
  person and now my dad has a loan attached to his house and hes 82 years old. its a scam.   im attaching another copy
  of POA. we didnt have witnesses but the notary and signature page is included. im
  not sure why they didnt go
  with the rest.  
  thanks for your time,
  

  
  

  

  Business Response

  Date: 11/22/2023

  Our records indicate that ************************** was present on the sales presentation, to the point of providing the last four of his social security number to our representative for the credit check. ********************************* was our main contact on the account for communications during this project. As a company, after installation is complete, we are unable to unwind a deal. Once panels are set on a roof, the deal is set in stone. Removal of the system would result in roof damages, and system removal is not advised because the loan would still remain active until satisfied.
  
  Respectfully, it seems this is a family disagreement. We'd also like to note that we've received recent communication from ********************************* regarding a sales commitment made by our representative, and there hasn't been any indication from her or ************************** that they want the system removed. In addressing the system's functionality issues, our records indicate approval for commissioning this system around 9/1/23. The monitoring system has been connected since then, indicating a full system response without any alerts or alarms.

• Initial Complaint

  Date:10/23/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I noticed I was getting an electricity bill, when we have solar through Solgen Power. Over a 3 month period, I had to pay the electricity company an average of $186 a month. I pay Solgen $275 a month. When I reached out to the company, they said that there were about 18 panels, which is around half, not connected. I was never notified of this, and when I asked about a monitoring system, to let their customers know, they said that they did not have one. If I would not have reached out to them, the issue would still be unnoticed and not resolved. It has been 6 weeks, since my initial phone call on September 11th, and the issue is still not resolved. I have sent multiple text messages and have called multiple times. One technician had me flip a breaker, which put some of the panels back online, but some are still off. When I called again today for another update, they let me know that they dont have anybody in my area to service my panels. Therefore, I am still paying out-of-pocket for electricity because they dont have the proper people to come and assess my panels. Everybody that *** spoken to has been very nice and polite. I just want somebody to come out and assess the panels so I can stop paying electricity and solar, at over $500 a month.

  

  Business Response

  Date: 10/24/2023

  We will be taking steps to make sure that this system is repaired and functional. Upon completion of the fix, our Repair technicians can confirm the resulting error and our Customer Support team will complete a production audit to compensate for the array being down, as it is still covered under warranty and should not be experiencing issues. We did have an unfortunate departure and we are working to fill the vacancy. In the meantime, we have been working with some subcontractors in the area to expedite service when available. Lastly, while monitoring was not something previously provided, new management has reverse this decision and we can ********************* access so you have the added benefit of seeing your system functionality and production. 

  Customer Answer

  Date: 10/31/2023

   
  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 if they can get this done in a timely manner. Ive been told the same thing for about 4 weeks. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:10/17/2023

  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.

  The sales Associate did not disclose very important information, that is going to cost me **** dollars that i dont have. Left out other information that I had to get from my pud representative. And is providing false advertisement.

  

  Business Response

  Date: 10/18/2023

  The claim that no work has been completed is false. Upon signing of a Purchase and Installation agreement, our teams get right to work with our Site Survey and design team working to confirm our proposal. In this project, we also completed Engineering of the project and a majority of the permitting process. This project was nearly ready to proceed to installation when we received the cancellation request. We are willing to honor the cancellation from our binding agreement, but per the agreement, outside the three day right to cancel we can and are assessing fee. Alternatively, we are also willing to continue this project as agreed to. 
  
  
  Clients are more than welcome to do thorough and detailed investigation into going Solar to see it is truly a beneficial investment they can make in energy independence. Speaking with your utility company about making the switch to Solar is completely normal, as we have no input on the interconnection agreements with utility and the rates in which they bill or credit customer accounts. 
  
  
  We also firmly reject the accusations of false advertising. Our notes from our Account Solutions team references that while they just moved into a new home, finances are tight and the project is not as feasible as it once was. We understand that this happens but we also must recoup our costs as well. 
  
  

• Initial Complaint

  Date:09/28/2023

  Type:Sales and Advertising 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 first inquired with them via an online ad about solar for my home. They immediately called me and have proceeded to call me virtually every day since then, despite being asked repeatedly for a week when they call to not contact me as I am no longer interested. I have received 6 text messages, including after I asked them to stop contacting me. The Ad was for Solgen but presumably they have shared my information with Purelight Power because Purelight Power has also contacted me repeatedly, starting after my inquiry via the ad. It is unclear how they got my information and the relationship between the two but both have continued to solicit me despite repeated requests for them to cease doing so. Altogether I have received 11 calls over the past 10 days so approximately 1 call a day. Because they are from different numbers it is not possible to block them and they have told me my information will be removed, only to have them call me the next day.

  

  Business Response

  Date: 09/29/2023

  Thank you for bringing this matter to our attention. We were unable to locate your information at this time within our system, however, sometimes our Lead information can be dispersed by hand to our representatives. We have flagged the information provided as do not contact and will bring it to the attention of our Sales Leadership.

  Customer Answer

  Date: 09/29/2023

   
  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,
  
  ******

  Customer Answer

  Date: 09/29/2023

   
  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,
  
  ******

  Customer Answer

  Date: 09/29/2023

   
  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:09/20/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In April 2022 I was sold a solar package based on calculations performed on my roof by Solgen. I was told that they would pay the interest j on my payments up until my panels were fully operational. They paid up until December 2022 but did not get the panels operational until July 2023. The installation started May 2022 and was not installed accordingly to signed off blueprint by myself and the Solgen engineer and there was not able to be permitted. Solar panels were removed/reinstalled December 2022, during this installation there was damage to the roof resulting in flooding to the attic, kitchen electrical, kitchen drywall. Complaint to Solgen was made immediately with video documentation. They did not get around to sending a crew out to fix the roof issue till June 2023. During this time I have called several times to have the interior damage inspected but this has yet to happen. Panel installation was finished in July 2023 and a performance inspection to ensure that the panels are generating specd energy. At this time we also scheduled a roof repair to remove the brackets that were installed incorrectly during the first inspection. September 20,2023 Solgen came out to remove the brackets but left bare holes going into the attic and roof framing.The complaint is to report that yet to be determined damage to my home as well as not keeping to their contractual payment agreement.

  

  Business Response

  Date: 09/21/2023

  After review of this account, we are sorry for the ongoing inconvience of this roof leak. As we have been unable to respond to these concerns in a timely manner, we extended the offer to ************************ on 9/21 that if he would like to arrange for third party repairs for both the roof damages from the removal of mounting brackets, in addition to getting a third party quote for any interior damages outstanding to the interior of the home. Once these quotes are obtained, please send them to us for review and approval. 
  
  These issues did affect system functionality. We can see permission to operate was granted in December of 2022, which we covered payments to. For the remaining time frame, we complete a production audit as we do not see a full response from the system within the monitor. For any panels that do not respond when a system is energized, Solgen cuts a payment for those lost kWh at the utility electric rate. We will work to get confirmation on the total compensation for this period. 

• Initial Complaint

  Date:09/14/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had solar system installed by Solgen for $21,996.16 in Fall of 2020. The system functioned to their estimates and produced between 50-60% of my household energy. In the Spring of 2023, we noticed a significant drop in the level of production from the system so called customer service on 5/24/23 to see if they could assist. They told me they did see alarms present. Over the course of the next few weeks I communicated back and forth to elevate my repair. On 6/21/23, was told We (Solgen) will be replacing your *** device, and have our ******************** troubleshoot it. JOB-***** now waiting in the queue to be scheduled, with the Service Appointment that was created. will be following this through with our Project Coordinator and reach out to you as soon as possible. I have called customer service roughly every 2 weeks since then and still do not have a repair date scheduled. I have been told several times that they are trying to get an update from our Construction team for the area. I was told over phone that they did not actually have a team in my state and are trying to put one together to travel to my area. I have now been told that for weeks on end. My last correspondence was with ****** on 9/11/23 who told me that he reached out to the team in that area and they are still pending a response to find a crew that can go on site and complete the work. I know this has taken a long time, but we will sure to get this done as soon as possible.It has been almost 4 months since I first reported, and had it acknowledged by Solgen, that my system was not functioning. I continue to pay for a broken system because they either cannot, or will not, send a crew to complete the repairs. I keep being told they will get to it as quickly as possible, but 4 months is not quick. There is still no anticipated time frame for this to be repaired. This system has a 25 year product warranty which is worthless if they never show to do repairs. I feel conned.

  

  Business Response

  Date: 09/19/2023

  We truly understand how frustrating it must be to experience this inconvenience, and I want to sincerely apologize for any disruption this has caused. Our team is aware of the delay in responding to your service request, and we are actively working towards finding a solution to rectify the situation. Please know that your concern is a priority, and we are committed to resolving it as swiftly as possible. While we cannot provide an exact estimated time for the completion of the service appointment at this moment, we want to assure you that we will cover the lost production from the time you reported the issue to the fixed date. This can be processed when the service appointment is successfully completed.

  Customer Answer

  Date: 09/22/2023

   
  Complaint: 20606208
  
  I am rejecting this response because:  While I appreciate the sincerity in your response, I respectfully reject it as being adequate. This reply is essentially the same thing that I have been being told for the last 4 months. I have regularly been told that Solgen understands the inconvenience, that I will be compensated for lost production time, and that my repair is a priority and Solgen is working as quickly as possible to rectify the situation. The reason I filed the complaint with the Better Business Bureau is because thats all that I was ever told, and its all I am being told again. Words without action ring hollow. 
  
  An acceptable resolution would be to commit to both of the following. 1) Commit to a timeframe for the repairs to be started and communicate your progress towards completing the repair during the process. 2) Commit to financially compensating us for lost productivity from the time alarms about our system were present in your system, not just from when we noticed a loss of productivity and reported it to you. Keep in mind the flaw in your system, which was not told to us during the sales and install process, is that we (the customer) do not have access to see that alarms are present on our system. The only way we have to determine if the system is functioning properly is to monitor overall productivity and compare it to a historical past comparison point. This is an entirely ineffective, inefficient, and reactionary process and does not help customers ensure optimal performance of their system.  
  
  I do believe we can resolve this issue, however, we are beyond the point where your words and assurances are enough. I need an actual, time bound plan, to be communicated to me for me to consider this resolved. I do not expected for our system to be repaired in an unreasonably fast time, I just want to know what the plan is to accomplish the repair. If you cannot commit to a time, then I need you to let me know what a reasonable amount of time is for me to wait for this repair to happen. Should I wait another 2 months, another 4 months, give it a whole year? Please let me know how and when you can actually address this, or how long I should wait before reaching out again. At some point it becomes pointless for me have solar panels installed, as we would continue to miss out on our systems productivity and the odds of you compensating us for that loss diminishes the longer you push it out. If we fail to agree on a satisfactory resolution we will be forced to pursue a full refund of our system so that we can have our system removed and a new functioning system installed by a company that can deliver and maintain what they sell to consumers. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 10/04/2023

  The system malfunction appeared to begin in March of 2023. Client notification to us was a couple months afterwards. We will commit to Lost Production from March to the actual fix date, which is still pending. Due to scheduling restrictions, we have been unable to complete work in the market. While we are trying to resolve this issue to reestablish reliable service, we are also searching for a sub contractor who might be able to complete the work on our behalf. We do understand the inconvenience of having a malfunctioning system and we are sorry for not arriving at a resolution to provide you service in a timely manner and for that, we will agree with you to cover the entire affected time frame. As previously mentioned, this can be calculated upon the fix being complete and system is confirmed functioning.
  

  Customer Answer

  Date: 10/18/2023

   
  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. I will wait 30 days to see if Solgen has made any progress on their attempts to resolve this before contacting them again, but I hope to hear from them before then.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/25/2023

  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.

  I entered into a contact with Solgen Power to install solar panels and upgrade my electrical panel to support pushing power into the ************ Light grid. I entered into this contract in October of 2022 - with the promise that I would have my solar panels turned on within 2 months. Solgen failed to appropriately schedule and upgrade the electrical panel in a timely manner. I finally had the panel upgrade in March of 2023 and was told that it would be 1 week for the city inspector and then 2 more weeks for ******* City Lights to turn change the temporary connection to a permanent connection to their grid. The city inspector ultimately failed the panel and Solgen notified me that they would need to come out and change the emergency shut off switch. Solgen never contacted me, no fix was done to the panel, and after reaching out to them in May for an update - I was suddenly cleared by the inspector - who never returned to my house. At this point, I'm uneasy that I went from failing inspection to passing inspection w/ no change or re-inspection. I was then informed that SCL would be coming out to connect me to the grid - in MAY. Several requests for updates from Solgen and they said the delay was on SCL side. SCL finally reached out to me and notified me that Solgen had not paid the fees and that I was still on a temporary connection. SCL sent me all of the documentation regarding the unpaid fees and my application that has been sitting open since December 2022. As of today, August 25th - SCL is still awaiting payment and Solgen Power has not met their agreements. I paid $43,000 for solar panels that are still non-functional. I have an earning period from April to April and I missed the entire summer sun/long days. I'm now paying for panels AND paying for electricity - which is absurd since the solar panels were supposed to replace the electrical bill. The cherry on top - Solgen power told me today to turn my panels on and SCL is telling me I cannot.

  

  Business Response

  Date: 08/28/2023

  Our records indicate we sent check for fees to utility on 8/4. We have notified our permitting team that as of 8/25, ****************** is still being informed these fees haven't been paid. We will follow up on the status of the payment sent. 
  
  The concern over the electrical inspection was the style of equipment used, which we have always used, and the inspection was passed by Labor and Industries without corrections needing to be made. 
  
  We received an email from utility on 8/25 that we had permission to operate the system from ************, and he had submitted a request to their crews on 8/9 to complete the permanent connections, and that this is expected to be complete in 6-8 weeks. We have uploaded a copy of this correspondence. It is our understanding this is confirmation the check was received for the fees but we will reach out for confirmation. 
  
  We understand the frustration for paying for a system that is not functional. Payments with the lender GoodLeap start automatically three months after the install work order is marked as complete, which was back in 10/2022. We have submitted notification to our *************************** regarding this concern, requesting to review the project timeline and getting approval for reimbursement. 

• Initial Complaint

  Date:08/16/2023

  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.

  Last year I got a solar system installed. I was told that I would get a 10k refund from the federal government, nothing was mentioned about it being a tax based rebate. They said I could apply the 10k directly to the loan to make it 15k for solar, which was reasonable. I asked about it multiple times, but they just kept saying it existed, which it didn't.They said it would cover virtually all my power needs, during the summer it would be 100+% coverage and during the winter we would have $<50. These were blatant lies. They upgraded my electrical panel, but now my upstairs bathroom and entire living room is on a single 15amp surge that pops all the time. Plus cut way more wall than necessary. They told me I would get sense monitoring, they did not install it. I contacted them many times about it for months, they kept gas lighting me telling me I wasn't setting it up correctly. Then they finally admitted they didn't install it, but they don't support sense any more so I was out of luck. They sent me a sense monitor, but it was all on me to get it installed. Finally they contacted me as a follow up to get how many lightbulbs I need. While talking to them, they said they have recordings of all sales pitches, but customers weren't allowed to access them. It seems like they have records showing their blatant lies to make sales, but won't release them. I also never received these light bulbs. Overall it was just a bunch of lies during a sales pitch that convinced me it was a good purchase, but they excluded them all from the contract, which means Solgen knew it couldn't deliver on any of the promises. They hoped by moving fast we wouldn't have time to read the contract carefully. Adding pressure by saying it was the end of the year and if the project wasn't started ASAP they couldn't finish and I wouldn't get the rebate. Which of course I didn't get anyways. Scummy business with shady practices.

  

  Business Response

  Date: 08/17/2023

  The incentive from the Government is the Federal Tax Credit, as reference within the proposal as a a tax credit. As this is based on personal income and tax liabilities and as stated within our Purchase and Installation agreement, Solgen Power cannot guarantee the availability of the tax credit. We recommend to all of our clients to seek the advice of an accountant or tax expert of their choice. 
  
  Monitoring is not something guaranteed, as all devices do not work in all homes, and in February of 2023 we did discontinued the partnership with Sense. However, for any client that was not given this monitor, we provided the device for installation through an electrican of your choice. We will honor our promise to provide the device but we are unable to continue installation support. (We are only providing Sense devices to projects that began before February 2023). 
  
  Any and all recordings are for quality and training purposes. On this paticular project, we can see we proceeded with an installation of our smallest system size, ten panels. The benefit of a minimum system size is entirely dependent on the energy needs of the property which are always subject to change. 
  
  Per our agreement, we do not guarantee energy savings through use of the array. Our proposal indicated an estimated 29% solar offset with installation of system and included energy efficiencies at the reported usage. 
  
  We are sorry for the delay in getting LED bulb requests sent out. We have completely run through our stocks in our warehouses and our Supply Chain is expecting our replenishment order to arrive in September so we can begin to fulfill these orders again. There is an open case for ****************, pending processing once we are back in stock. 

  Customer Answer

  Date: 08/22/2023

   
  Complaint: 20478983
  
  I am rejecting this response because: Obviously Solgen has protected themselves well. Their contract was vague enough where they could deliver basically anything and they would be safe. The issue is with the sales pitch which was just a lie. Then the pressure to sign the contract. I wouldn't be surprised if Solgen as a company didn't know their sales people were promising things they couldn't deliver, but this is what we are all complaining about. There are hundreds of us. Almost all the BBB complaints, ******** complaints, and negative reviews are the same thing, we were promised something in the sales call and got something significantly worse. I am sure most of us would have been okay with the actual 29% offset if we could have made a good decision about it. But the sales person literally said 100% of our electricity would be covered during 8 months of the year and for 4 months it would be less than $50. That's an insane lie. We were told we would get 10k back at the end of the year. Nothing said about taxes. I even asked for more information and the sales rep just said, yeah you get 10k back and you can put it directly to the loan. These are things Solgen Sales reps told many of us, even though they knew that it was never going to be like that. That's why this feel like such a scam. As a consumer you can't expect us to be experts in solar. To understand how to calculate our own offset and to understand all the tax law behind it. We expect you to be a truthful company and sell us a product that will benefit us both. I get a good electricity offset and you get a good paycheck. In the end most of us are paying more a month, we aren't getting a good offset at all, and it feels like Solgen took the money and ran. 
  
  We were also promised that there was a warranty and they would help fix panels if something happens, but based on things I have read I haven't seen that happen either. 
  
  So many people aren't happy with what we were offered and what we got. It was just so misaligned and feels like such a cash grab that left us all feeling very sour. 

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