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:08/14/2023

  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 am overpaying on a solar system the company cannot even turn on. this process started in Feb 2023 its August and the system is still not on. I was assured I would not be responsible for payments on my loan for 90 days AFTER THE SYSTEM WAS POWERED ON. I am not able to pay for this system and the power bill we are using due to a solar system that cannot even turn on. I even paid the $50 application fee at **************** because Solgen Could not. I am going to file in court next.

  

  Business Response

  Date: 08/15/2023

  This project began on 2/27/23. As every project is unique, our completion date is an estimation. It is currently pending approval to energize from utility, (PTO). Payments with specific lenders begin at the same time. With the lender GoodLeap, payments begin three months after the installation work order is marked as complete which was May 9. We are sorry for any miscommunication on this fact. Inspections proceeded in June. As of 8/7, we haven't received approval on Permission to Operate, and additionally we are confirming if any fees were paid by **************** as fees and permits are covered under the agreement price. 

  Customer Answer

  Date: 08/15/2023

   
  Complaint: 20466410
  
  I am rejecting this response because: I am completely ignored by Solgen, I have in writing their "promise" to make sure I am not responsible for payment on my loan for 90 days after the system is "turned on".  Permission has already been gained from the Utilitiy by Me the homeowner.  The confirmation number for the "fee" I paid for the application for the "permission" is #*******.  I am not sure what permission we are all waiting for all while the rare sun we get in Grays Harbor shines.  I have paid my first loan payment.  If resolution cannot be made through BBB because NOBODY as a representative of or at Solgen can or will email or call me both lines of communication are open and evident.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 08/28/2023

  In the documentation provided, we do not see a promise from our sales representative to cover three payments. The dissatisfaction addressed was a payment beginning prior to being approved to turn the system on. We apologize for any miscommunication as we work with many lenders who all have different start dates. On the proposal, we do not see any stimulus submitted to be included in the project and payments with GoodLeap begin three months after the installation work order is marked as complete, which was **** We have submitted a request to our Customer Support team to process reimbursement for the payment in August as the system was just granted permission to turn on. Our permitting team reached out to utility to confirm payment on fees, any project fees are covered by Solgen Power. We are able to see the system from the connected monitor, Hoymiles. The system is reporting normal status and all inverters are online. 
  
  We are sorry for the missed communication. We have made recent support changes and no longer have an account management team. The emails being sent were routing into an unmonitored inbox. **************** is welcome to give our Customer Support team a call at ************** to discuss any concerns further. 

• Initial Complaint

  Date:08/09/2023

  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 contracted solgen power to install solar panels. they have been installed for a month and still don't work i paid almost $49000.00 dollars. the few times i have been able to get ahold of some one I'm told they'll have to check on it and will call back. i.ve heard that for a month now. they were installed roughly the middle of july of this year. i have filled a complaint with ftc.

  

  Business Response

  Date: 08/09/2023

  We are sorry for the lack of updates as we work to get inspection scheduled with the jurisdiction. We are working to secure a date that the inspector has open and we can also be in attendance. Once inspection is complete, we can move forward with the final step of the project, applying for Permission to Operate with utility. 

  Customer Answer

  Date: 08/09/2023

   
  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:08/06/2023

  Type:Order 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 signed the contract to have solar panels installed on april 22, 2023.I paid solgen $25,937************ committed to installing solar panels on my roof ************ installed the solar panels on the roof on June 5,2023 and left dozens of screws sticking several inches through the eves. When they installed the cutoff switch on the wall they put it 6' from the power panel and ran conduit back and forth, then they moved it next to the panel and left a bunch of holes in my siding. When they hooked up to the power panel they punched out 2 extra knockouts and taped them back in with a piece of electrical tape. I have contacted the company several times, if i get a response it is several weeks later and all I get is I will contact engineering or service tech and call you back, weeks later still no response or solution.The address of install is ********************************** ********** **. *****

  

  Business Response

  Date: 08/09/2023

  We have confirmed with our *********************** that we installed per the manufacture approved method. On 8/9, we have reached out via email requesting photos of the concerns listed and we will review these with our quality team to approve fixes as needed. Damages caused during the installation of the project are covered. 

  Customer Answer

  Date: 08/09/2023

   
  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: 09/07/2023

  The repairs have not been completed yet after 3 weeks.  They came back and cut screws off, filled holes and spot painted with non matching paint.  They will be back tomorrow to put putty in the holes for the conduit that were drilled way to big.  The contractor promised to call me last Friday or Tuesday and promised to repair paint by the end of this week and never called.  I just want it to look like it did before it was damaged. The wifi part of the system was damaged during install and they refuse to replace it.  After almost 5 months I still can't turn the panels on.

  

  Business Response

  Date: 09/20/2023

  We have addressed the concerns and have not reached a mutual agreement for full satisfaction. As of 9/14, our records indicate the system was approved to energize. From our service notes, work orders for repairs were marked as complete and reference replacing the *** as it was missing an antenna. We can see the system is currently online reporting production data, and is fully powered on. 
  
  Regarding paint, this is outside our scope of work and not a service we offer. While our crews are capable, paint work is not something we can warranty. It was explained to ************** that if he prefers a different or closer matching paint, he can provide this and we could provide the labor to paint over the patches. 

  Customer Answer

  Date: 10/01/2023

   
  Complaint: 20430377
  
  I am rejecting this response because: the repair work was done poorly several times and not what the company said they would do.  
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 10/17/2023

  Management has reviewed this concern again, we are reaching out to ************** directly for a resolution via our **************************** We are awaiting a response to see if our solution provided is accepted. Thank you. 

  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/03/2023

  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.

  This is the second time i've had to come to BBB about this company. We contracted with Solgen to get solar panels on our home, and it took over a year from the contract to get them installed. They only finally did the installation after I filed a complaint here. Now, many months later, we are STILL waiting for the panels to be permitted by the city and turned on. The Construction Team has had to come out twice to fix things the city inspector found, and we've failed two inspections. Now we are waiting on what is hopefully a final inspection. All the sun we are getting this summer is just hitting inactive panels. I've called many times and been told that the Construction Team is in charge of coordinating with the City to schedule this final (hopefully) inspection and I've asked for a contact at the Construction Team for an update, because apparently we are just waiting on them to get us updated plans/signage. I don't understand how this can take 4 months (they were last at our home in April). No one at Solgen can give me a contact to call, they just keep saying they will check and never get back to me. I just don't know what else to do with this company short of taking them to court, except the contract we had to sign requires arbitration. So here I am AGAIN asking for BBB's help to get something moving.

  

  Business Response

  Date: 08/04/2023

  We understand the frustration expressed here. Currently, the revisions that were completed are still under review by the **************** as of 7/24/23 and we have an additional follow up on 8/7/23 to see if the review has been completed and approved. Once this has concluded, we can proceed with the final steps of the project which are inspections and applying for Permission to Operate. 

• Initial Complaint

  Date:07/31/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a solar system from Solgen in Mid May. Everything moved along rapidly until the final step. Solgen informed me via e-mail from the Account Manger, *****************************, on 7-3-23, that I was all set to power up as soon as Cowlitz Public Utility District number 1 contacted me to do the final inspection and put in a meter to monitor power production. On July 20 I hadn't heard from the *** so called and set up the inspection date for 7-24-23, and on that date the inspector called to cancel as they needed one last document to do the inspection, which the *** requested Solgen to send on 7-20-23. I have made 5 calls on 5 different days to customer service with no response to my voice mails. I called sales and they could see the information had been requested by the ***, this was on **** and still no response in faxing the document. I want this document sent so my solar system can be inspected and activated. They also need to make their customer service support center functional as no response with all of these calls is unacceptable when the message says we will return your call or e-mail you shortly.

  Customer Answer

  Date: 07/31/2023

  While I have not heard from Solgen today, and it is currently 5:20 p.m., I did get a call from ********* at Cowlitz *** and they did just receive the needed documents.  This will resolve at least the ************* for the final inspection from the *** and I will have the inspection tomorrow.  The issue of poor customer service for returning calls will require intervention on their side and I can only hope they improve significantly in this area of business.

  

  Business Response

  Date: 08/01/2023

  We appreciate the feedback and we are sorry, we have made numerous changes to our entire Support structure and we're working to adjust and respond timely to concerns. Our records indicate the requested documentation and Permission to Operate was applied for on 7/31 for meter installation and final inspection. Dependent on utility availability, we will follow up on 8/15 to check the status of this application. We also understand documentation regarding the roof warranty is needed and we will respond promptly with those. 

  Customer Answer

  Date: 08/01/2023

  ID: *********.  I consider this as a resolution as Solgen has noted they sent the *** the needed document and the *** has reported to me that they got the needed document.  Solgen has apologized for their poor customer support and knows they have a problem that they are working on.  I believe that I will be able to handle ongoing problems with Solgen if they arise as they know that I will be assertive and expect them to provide a better level of professionalism from a business stand point.  I appreciate the BBB for their support in facilitation of getting this moving forward for me.

• Initial Complaint

  Date:07/23/2023

  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.

  This our second complaint regarding this same job. We are still waiting to be able to connect our solar panels to our utility; they were installed by Solgen in Feb 2023. We have had poor communication from this company over the last few months. The installation failed the *************** inspection in May 2023; Solgen has still not resolved the issue. We have solar panels we can not use and no clear resolution in sight. Abbreviated Timeline:2022:Oct 11 - Solar site survey Nov 8 - loan approval from Mosaic Nov 15 - signed Solar installation agreement Nov 18 - received final design from Solgen Dec 7 - began permitting phase (per Solgen)2023:Jan 12 - still waiting for permit from city of *** (per Solgen)Feb 15 - Solar panels installed Mar 1 - city scheduled to inspect Mar 15 - Solgen completed changes requested by city of *** Apr 3 - reached out to Solgen to ask for status on scheduling final electrical inspection May 3 - Began monthly repayments to mosaic (Solgen covered payment)May 18 - notified by Solgen the inspection failed May 23 - still unresolved May 24 - Solgen confirmed sending reimb checks for mosaic payments for **** and July (check was received)May 31 - Jun 15 - unclear whether anything was moving forward; multiple texts between us and Solgen but no resolution Jun 2 - opened complaint with Mosaic Jun 16 - mosaic closed complaint due to being unable to reach Solgen Jun 23 - told by Solgen construction manager would be at the house on Jun 24th between 8 and 10 am Jun 24 - construction manager did not show up; no communication from Solgen Jun 29 - reached out to Solgen; no response Jul 3 - reached out to Solgen; no response Jul 6 - Solgen confirmed they were still trying to schedule a date for the inspection Jul 11 - Solgen confirmed they needed to change plans and resubmit; unclear what this means Jul 16 - reached out to Solgen; no response Jul 19 - reached out to Solgen; no response Jul 20 - reached out to Solgen; no response

  

  Business Response

  Date: 07/24/2023

  We have reviewed this matter and understand delays can be frustrating. We are currently working with the jurisdiction to update the plans for the project. Upon approval of the new plans, we can request inspection and get this **********************. As of 7/12, our ********************** was notified we need a memo listing the specific changes from the originally approved plans. We can get this submitted promptly. Our newly reformed *************************** has been assigned a ticket to reach out and discuss further. We do not have the ability to stop payments from the lender as they are a third party, but we are committed to getting this project complete and can reimburse as needed for any delays caused by Solgen.  

  Customer Answer

  Date: 07/28/2023

   
  Complaint: 20364023
  
  I am rejecting this response because: As of July 28th, we have heard from the company that bought out Solgen through our making contact via phone call. However, we still do not have a resolution or timeline for resolution from them.

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

  

  Business Response

  Date: 08/09/2023

  With respect to the current status of the project, a timeline or completion date could not be guaranteed by Solgen as we are working with the jurisdiction on revisions. We completed the revisions application but it was kicked back, requesting a specific memo outlining the changes. Our engineering department completed the requested memo on 8/8, which we will get submitted. Once revisions have been approved, we can proceed and finish the inspection. Upon completion of the inspection, we can apply for Permission to Operate with utility. Understanding that there have been delays on this project, our *************************** has an open case regarding the payments that have begun on the system. 

  Customer Answer

  Date: 08/14/2023

   
  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, for now. We will be reaching out to BBB again if we do not have evidence of further forward progress in the next couple of weeks (so, by the beginning of September). 
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 09/19/2023

  Good afternoon,
  
  Please be advised this issue has still not been resolved. The company is providing checks for us to make our loan payments, however we still do not have a functioning solar panel system. 
  
  Thank you,
  
  **************** 
  

  
  

  

  Business Response

  Date: 09/19/2023

  On 8/22, corrections were requested by the City. Our permitting team is following up regularly with our engineering department to get these corrections submitted. As of yesterday, 9/18 the plans have been updated. They will now be reviewed for accuracy and stamped, and we can get this submitted for approval. Once approved, we can proceed with inspections of the system, and after passing inspection we can finish the project with applying for Permission to Operate with utility to exchange the utility meter and commission the system. 

• Initial Complaint

  Date:07/13/2023

  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.

  This is a predatory business. I was legitimately interested in installing dolor panels on my home. Out of curiosity I clicked on an add asking for more information. What a can of worms. I was being called before I could even look around the website. After that I was called almost every day. I had to tell several employees to take me off their call list. I have been called by no less than five different numbers, telling multiple employees to take me off their call list. On July 13 2023 I was called during a very bad time for us. (After just getting my sick toddler down for a nap) I hung up and they immediately called again. I sent a text not knowing who it was to please stop. I called back after my kiddo woke up, upon realizing it was agin Solgen Power I again asked to be removed from the call list. Their employee then said essentially it was my fault for signing up for this harassment. I said I was interested but their behavior has changed my interest. He chastised me for being asleep when everyone else in the world was awake then calling me names, before hanging up on me. This companies practices are predatory and honestly a bit scary.

  

  Business Response

  Date: 07/14/2023

  We are sorry if this was your experience with our company. We are working to locate your information in our system for removal. 

  Customer Answer

  Date: 07/15/2023

   
  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:07/12/2023

  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.

  The job was a good job but it took to long to get things done plus they made it impossible for me to leave to go see my sister in ******** who is died because of me having to be here I miss not seeing her before she died

  

  Business Response

  Date: 07/12/2023

  First and foremost, please allow us to extend condolences for your sister. 
  
  As every project is ********** can face the unexpected and our timeline to completion as referenced by the Purchase and Installation agreement is an estimate. As we complete work, and work with jurisdiction and other third parties, it is difficult to estimate a timeline on any given project completely. We see the desired settlement would be a refund and this unfortunately would be denied. After installation of the panels, contract cancellation is not something we offer as a company. 

• Initial Complaint

  Date:07/11/2023

  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.

  Over two years ago 6-30-21, Solgen Powers unprofessional management team has been misled me by sales personnel dishonesty, fumbled by office schedulers, picked up the wrong drawings by the work crew, installed by a crew working in the rain on a slippery roof, and with no safety gear or posted work permit , and then the countless delays that have drawn out this stressful installation. They have been so slow that the original loan papers had lapsed, and I was told that if I didnt sign the second loan documents, that I would be forced to pay a cancellation fee. The delays were not due to my actions. The salesman said that nominal time of installation was 6 to 18 weeks. Its been over two years. Im now making payments on a system that is not working. Im also still paying an electric bill. The electric rates are going up. The sales presentation drawing has no reference to scale or orientation, and was misleading as to the number of panels that the roof could accommodate So many mistakes were made that the company did give me a used panel, but I dont think thats enough.

  

  Business Response

  Date: 07/11/2023

  We are sorry for any inconvenience that this matter has caused. We see our ****************** team is handling reimbursement of the monthly payments, which is our standard compensation for delays on our end. The most recent payment sent was for July and August. We are unable to stop payments from the lender and will work on reimbursements as needed. We are working to get the confirmed inspection results for this address and proceed to Permission to Operate with utility.

• Initial Complaint

  Date:06/26/2023

  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.

  My wife and I committed (Feb-March 2023) to a home solar installation on our roof after speaking with Solgen Power LLC and being told by the salesperson that their solar panels work in the *** light at a level their competitors do not. After some research, I discovered that Solgen doesn't make solar panels or have access to better panels than competitors. The panels they would install are readily available on the open market. After discovering they lied to me during sales, I canceled the project (May 2023). They have a three-day cancellation window in the contract we signed, so I am well outside of that. They tell me I owe them a 10% cancellation fee for the project. I would fully understand that if I was not lied to.

  

  Business Response

  Date: 06/26/2023

  Upon review of this account, our Account Solutions team has determined that this was not something discussed in the initial meeting. What is unique about Solgen Power LLC and our installations is that everything is done in-house. We are willing to honor the cancellation at the agreed and signed to cancellation fee, or we can proceed with the project as contracted. By the time we were notiifed of this cancellation, we completed a Site Survey, designed a system, cleared through our Engineering review and had pulled permits to complete work.