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:06/22/2023

  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 have attached a timeline of events. We have been over a month without generating solar power from the system we purchased less than a year ago. We are not getting any resolution.

  

  Business Response

  Date: 06/22/2023

  We apologize for our lengthy process to service appointments. The initial step we always try to take is ensure the monitor is connected so it gives us an idea remotely what errors may be occurring and aids our repair crew in coming prepared. This has been addressed by our Customer Support Leadership and we are working with our *********************** to coordinate with utility and schedule a repair onsite to review the system. 

  Customer Answer

  Date: 06/27/2023

   
  Complaint: 20222046
  
  I am rejecting this response because: there has not been any response to my latest phone call or email I sent in the last week.  It has been nearly 7 weeks since our initial call to SolGen.  We are not making solar power and are now having to make a payment to SolGen for panels that are not producing in addition to now having to pay our local utility company.  This is not cost effective or what we were promised.  We were told that if EVER a problem arises, we will have a technician out IMMEDIATELY to access and fix the problem.  I am sorry now that we went with this company.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 07/10/2023

  We are sorry for any inconvenience that this matter has caused. We have a pending service appointment set for 7/12 after coordinating with utility to remove the lock that they placed. We are unable to determine what has malfunctioned, so until the service appointment is complete and our electricians report back, we are unable to discuss Lost Production. While not contractually obligated for Lost Production, we do strive for satisfaction as feasible and generally cover Lost Production for any installation errors. 

• Initial Complaint

  Date:06/15/2023

  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.

  We are filing a complaint with Solgen Power. We called to cancel the solar panels that we are going to have but on our house. Our reasoning for canceling, is that it was very expensive and we'd never have it paid off until we reach the age of 85-90.Two weeks go I had a person name ******* ********* Mirandce call me and told me there is $3500 canceling fee because I didn't cancel it within 3 days as the contract stated. I have never received a contract from this company. I told ******* that I could not afford that canceling fee and that I never received a contract stating that I had 3 days this is the first I heard of it. Before we got off the phone she told me she'll see what she could do to get it lowered and this call took place on a Friday she said she'd call me back the following Monday. I received her call on Tuesday and she told me she got it lowered to $1, 750. Then I told her that there is no way we can afford that, then she told me that's as low as they will go. Then she said she'll push it back as far as she can so I can have time to collect the money. Then our conversation was over!

  

  Business Response

  Date: 06/19/2023

  The three day right of cancellation is mentioned within the Purchase and Installation agreement. This three day right of cancellation allows for a penalty free exit from obligations. Outside this period, a customer is subject to a 10% or $3,500, whichever is less. In this circumstance, our Account Solutions team has gotten approval to reduce fees but we would not be able to waive them altogether. We completed design and engineering and were proceeding to permitting to be completed when the cancellation notice was given. We are able to continue with the project as contracted and would drop the fee accordingly as well. 

  Customer Answer

  Date: 06/19/2023

   
  Complaint: 20192798
  
  I am rejecting this response because:  I did not receive a contract stating that I had only 3 days to cancel.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 06/22/2023

  A copy of the Purchase and Installation agreement dated for 5/02/2023 has been sent to ****************. We understand not wanting to take a long commitment and in consideration of other matters brought to our attention, we did reduce our fee to $1,750 as a courtesy but the cancellation fee does apply. 

  Customer Answer

  Date: 06/26/2023

   
  Complaint: 20192798
  
  I am rejecting this response because: they are saying that my contract was signed May 2nd 2023, but I did not receive it until June 22nd 2023. I did not know anything about the 3-day cancellation policy. I understand that they reduce the cancellation fee to $1,750 but still I should not have to pay anything cuz I did not know about the 3-day cancellation for just getting a copy of my contract on June 22nd 2023
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 07/06/2023

  Attached is a copy of the agreement signed 5-2-23. The three day right to cancel was acknowledged and signed. Once a project is under contract, work begins on the project of survey, design and engineer. We also began the permitting process. As a courtesy, we have reduced the cancellation fee as much as we can. We are unable to reduce the cancellation fee any further as it was agreed to by both parties on the signed date. This was emailed via DocuSign to the Customer to sign and was electronically available, we apologize a copy wasn't provided directly. 

• Initial Complaint

  Date:06/15/2023

  Type:Customer Service 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 accidentally entered my info on an instagram ad. I am not interested in Solgens services. *** blocked several numbers and have told the staff calling I am not interested. I had asked to be put on their do not call list, yet I still receive calls. No amount of calls will make me change my mind. Please stop calling me :)

  

  Business Response

  Date: 06/15/2023

  Thank you for bringing this to our attention. We have forwarded this concern to our Sales leadership and will have the lead information generated by the accidentally input data removed from our systems. 

• Initial Complaint

  Date:06/14/2023

  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 Had my solar installed in July and received a call from ****** PUD in January advising lost of production and that I should reach out to Solgen Power. I called Solgen power to report the issue , I was told that they can see some alarms on my panels and will look into it. If anything needed on my end they will call me back and let me know. Unfortunately they didnt do anything and I never called back because I assume everything had been fixed. Fast forward in May I realized that I was paying ****** PUD for full electricity bills. I had to call Solgen several time before they can help me solve the issues. I called twice and system and insisted that someone walked me true the process the reset everything. Apparently my *** was offline the entire time so they have no record of production from January to May. Because they fail to look into my complaints when I called in January , I ended up paying for full utilities to ****** PUD and they dont want to reimburse me because per their policy, they only reimburse if they had been a work order and someone had gone to the customer house to fix the issues. Several members of their team had confirmed that no action had been taken following my call in January reporting the issues, but still they cant reimburse me for the utility bills. I spoke with several agents to explain that their policy is not applicable to my case and just need my reimbursement because of failure to open a work order and help me fix the issues back in January. If they had done due Diligence in January, assigned someone to my case, we would have figured out that the *** was offline and we wouldnt be having this issues now. I had sent them several correspondance providing copy of my bills showing that ****** PUD had no reading on my solar.

  

  Business Response

  Date: 06/15/2023

  We understand the frustration expressed. Here is a more complete timeline to understand our position. 
  
  From 7/2022 when the system was granted Permission to Operate, and was energized, we see the system at full health. This connection remains until 12/2022, showing production across the entire system. For reasons unknown, the connection was interrupted in 1/2023. The *** requires a power connection and an internet connection. We were unable to locate any service appointments and we are sorry there was no additional follow up from our teams. In May, when there was follow up from ******************, we assisted remotely to reconnect the monitor and the system now continues to show full production. 
  
  As stated, our policy requires a service appointment. This situation, while it could have been handled better, does not warrant for lost production. Utility only sees excess production, and during the winter it is not common to produce more than you need. As the monitor connection was connected in May and the system is continuing to show full health, it does not appear there was any issues. We were not there to fix anything. The system wouldn't work one day and decide to work the next day. It is either on or off, and responded that it was on when we connected the monitor. Without the monitor connection, we are unable to determine what the system did or did not produce during this period, and as there is no current failure in equipment or installation issue, we cannot consider Lost Production compensation.
  
  

  Customer Answer

  Date: 06/22/2023

  Thank you for your response which unfortunately doesnt solve my issue. Per your response your confirmed that I reached out to report the issues in a timely matter and that you guys fail to assist me leaving the unknown issues that caused alarm on my panels unresolved. You stated that per your policy you require a service appointment in order to issues any type of reimbursement but how will you know that if you dont f/u on the customer complaint? As I stated before I am not requesting a reimbursement because of loss of production since neither of us can prove this  but Im asking for reimbursement due to neglect after I called twice to report the same issues in January . **************** at your company is really poor and its unacceptable that a customer has to call at least 5 times and insist to be walked over the phone in order for an issues to be resolved. My mistake was the fact that I offered and insisted that one of your agent help me reset everything because I wanted immediate resolution after you guys left an issues unresolved for 5 months. If I had not done that , you guys will have sent someone over because not a single time when I call to report the issues someone diagnosed that *** was offline and told me what Im supposed to do. We had to go to my breaker room, switch the solar off and on and reset the *** which I had no knowledge of that being hooked to my internet box. Please train your agent to tell the customer that there is a *** in their house  and to be better at their job when issues arise. Thank you for issuing a reimbursement to the amount I had pay to PUD to the your agent failing to assist me. Thank you

• Initial Complaint

  Date:06/09/2023

  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.

  They will not stop messaging, emailing, and calling me. So far, I've asked over email and SMS for the company to cease all communication with me, yet all they do is swap numbers and call me again. I've filed a spam report with ****** and they're now officially on the spam list. I was interested in the green power thing, but after their horrible first impression, I was no longer interested.

  

  Business Response

  Date: 06/13/2023

  Thank you for bringing this to our attention. We are sorry for the frustration caused, we have requested our Sales leadership to remove any Lead information associated to the information provided. 

• Initial Complaint

  Date:06/09/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a solgen power install solar panels in March of 2022. The system is underproducing. I have made several calls to solgen customer service to address production issues. **************** put me in touch with **** from sales to discuss the system and see if there need to be some changes or add on to the system. Fri April 28th I spoke with ********************* and we set an appointment for the following friday, May 5th, to discuss the issues. That morning he canceled that appointment and said he was not prepared but he was going to speak with his supervisor and he would be in touch with me that afternoon. That was the last time I ever heard from ****, despite repeated attempts to contact him. Over the next couple of weeks I spoke with several people in customer service trying to get a hold of **** and was unable to get ahold of him. On Friday, May 19th, ******* from the sales department finally reached out to me and appologized that **** had not been responsive, and they were busy trying to get me resolution. He said that they were a couple of days away from finding a resolution for me. We agreed that we would call me on Wednesday, May 24th, to let me know what they came up with. I did not here from him. On wednesday, May 31st, I reached out to ******* again. He said that he would be meeting with the vice president of the company and they would have a resolution for me after that meeting. I never heard back from him after the meeting. I tried to reach out to him a week later on Wednesday, June 7th, and have been trying to get ahold of him since with no response. I paid $28000 for a solar system and have had zero customer service or support.

  

  Business Response

  Date: 06/13/2023

  Upon review of this account, we understand the frustration expressed and we have reached out with a point of contact to discuss this matter of adding additional Solar. We can see the system is online and producing with no alerts or alarms. The system is performing as expected. We are only able to add six additonal panels to the existing structure with panels which is below our minimum requirement, however, we will continue to follow up and discuss this matter. Our design team also noticed a backyard stucture (garage, shed, shop) that *** be able to mount Solar, if ********************** would like. Additional work would require a new Purchase and Installation agreement and would be considered an additional project and going through the process from start to finish, survey, engineering, permitting. 
  
  

• Initial Complaint

  Date:06/07/2023

  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.

  first off i was Miss lead when I first called and during signing up. twice was I not informed that the system doesn't work when the grid goes down after solgen asked me what makes me interested in going solar and me stating we loose power all the time up here and id like to have ********************** consistently. how I found that out was after they sent some one to come repair my power that solgen ripped through. the electrician then tells me it doesn't matter what meter it's hooked to becuase if the power goes out this doesn't produce power like that. This has been a on going problem since early October. I was told this was going to be finished by Christmas of 2022. still with no end in sight. After fixing the power they ripped through myself. solgen then tells me there coming out to complete back fill snd turn the solar on. Nope all solgen did was come out and cut the power that i just spent a weekend fixing without my permission. the communication has been absolutely terrible. I'm going on 4 weeks since they cut my power and still have not received a call for explanation, like I had asked. I have had open ditches and a mess in my yard for going on 8 months now and still don't have the system hooked up or my power fixed.

  

  Business Response

  Date: 06/08/2023

  We understand that delays are frustrating and we are working to make sure this is addressed. We can see our ***************************** has been submitting for reimbursements on *************************** monthly payments, our standard policy on delays caused by Solgen Power. 
  
  We are currently working to schedule our ******* to be able to go out and discuss the options we have available to proceed so the best solution is chosen for the Customer. Generally speaking, trenches must remain open until inspections are completed, and inspections cannot be completed until the repairs and fixes are complete. Backfilling trenches is part of the work completed. 
  
  As our systems are grid tied, for safety reasons the system must be powered off in the event of an outage on the grid. The reason for this being that if utility ever needed to do emergency repairs, it's dangerous to have live electricity fed into a downed part of the grid. This is the standard for our installations in Washington State. 

  Customer Answer

  Date: 06/09/2023

   
  Complaint: 20158940
  
  I am rejecting this response because:  my solar bill is 200 a month your not covering that amount. I have not been contacted about the power you cut you damaged vandalism at this point. you should of contacted me so you can pay a different sub contractor to re dig the power you guys destroyed because I don't want  solgen  doing that work they have proved to me that there incapable of doing utilitys in a professional qualified manner.  and yes you have to have a ditch to put a utilty in but the lni state inspector already told me everything is good other then power you guys cut without my permission. so that should have been finished back filled and my power fixed. you turned down my offer to dig the ditches my self which would have prevented a majority of this because I'm not licensed  and bonded even though you dont need to be licensed and bonded in washington state to  dig the electeical ditches on the private side in washington state. yes I understand that but there are solar systems that power your house and your Snakey sly comment that with our systems technology you don't need batteries made me not think into it or question it.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 06/13/2023

  We can see from our ****************** records that the monthly payment compensation for March, April, May, June and July were submitted to be reimbursed. This may have been applied as a credit and submitted to the lender directly. We will follow up with ****************** and Accounting to determine if these were approved and sent. Additionally, we understand the frustration of the delay in getting questions to concerns you have about the electrical and this is being reviewed by our ******* and our coordinators are working to schedule a date he can be present with an installation crew onsite and discuss the options we have available and address the issue. We sent this update on 6/8/23. We do have a service appointment tentatively scheduled for 6/20, pending last confirmations and scheduling confirmation with ************************ 

• Initial Complaint

  Date:06/06/2023

  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.

  Date of the transaction: The contract was signed on May 20, 2022, The installation was in June 2022 The amount of money you paid the business: Paid $52, 936.36, via ******************** ****% Term: 300 What the business committed to provide you: Installed 34 solar panels Whether or not the business has tried to resolve the problem: I have contracted the Solgen, and the installer and roofer came to check their work. (June 1, 2023) They told me to check with their engineer and let me know. I haven't heard anything yet. The problem is the solar panel installation. According to their blue print, ***MINI mount through roof sheathing into trusses to support the wind. None of the mount screws are into the trusses. I'm worried that the strong wind would take the solar panels off the roof. Under the roof is 1/2 inch plywood. Their installation manual also says "According to the **** the distance from the side edge of the rafter and the 5 mm diameter mounting screws for ***MINI shall be at least 5/16 inche from the edge. And they are not al all, didn't follow their own installation manual. Some of the ***MINI are already off the plywood. And the end of the roof, the panels are lifting, ready to come off. I want them to fix and repair the solar panel installation, make sure the screws go into the trusses. So, the roof is safe from the strong, gusty wind.

  

  Business Response

  Date: 06/07/2023

  We understand there is concern from **************** regarding his Solar installation. A request has been submitted by our Construction to our Engineers to review the concerns and this is currently in progress. This installation did pass inspection, however, we will review this concern and our *********************** will reach out as soon as we have this clarification. 

• Initial Complaint

  Date:06/05/2023

  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 went with Solgen to have solar put on. While the job is complete and were happy to have solar, the project took much longer than expected and we had an extremely hard time contacting for help once they had our money. We spent about 3 months with our backyard torn up, 2 months of that waiting to get contact to schedule repair. Weve asked for itemized receipts multiple times, over the phone and via email, and have not been given anything. We just want to understand how they used the nearly $40000 we paid.

  

  Business Response

  Date: 06/06/2023

  In review of this account, we can see our ****************** team was able to work with Construction and we had a service appointment for the yard concerns and trenching on 6/5. We also understand there has been a request for an itemized receipt, unfortunately this is not something we have available. We will email a copy of the purchase and install agreement and the general breakdown is as follows: 

  50% of contract price is for equipment and material costs 
  30% of contract price is for labor costs
  20% of contract price is for permits and miscellaneous fees

• Initial Complaint

  Date:06/05/2023

  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 purchased a solar panel system from Solgen Power, which hasn't produced power in the last 4+ months. On April 14, 2023, I called and reported this problem to a Solgen representative (request #*****), who informed me that 8 of my 9 panels were producing NO power. He filed a report. On April 14, I called back and was informed the response time was ***** working days. On May 12 (20 working days from my original call), I called again (request #******). The representative I spoke with indicated that the request was still pending. On May 26 I (30 working days) I contacted Solgen once more, (request #******), and was told that the request was still pending. I also requested that I be contacted by June 2, as I would be out of town for two weeks. I have heard nothing.I am now going to be out of town for two weeks, and then begin a new job, for which I don't have a schedule yet. This will make scheduling more difficult. I am beginning to feel as if Solgen doesn't support its products or its customers once it has been paid for an installation. I want this system repaired, be given payment for the lost production as a result of the failure - which was promised by the last to representatives I spoke with. In the meantime, I continue to pay for a system that is not working, and for electricity that should have been solar-produced.

  

  Business Response

  Date: 06/05/2023

  Solgen Power is sorry for the delays on getting service to **************. In reviewing the request that was submitted, this is still pending review from our monitoring team to determine if this is something we can resolve remotely by troubleshooting the inverters or if need to schedule a technician on site to troubleshoot the system. We notified our monitoring department today that we need this to be reviewed so we can get back to ************** about the next steps needed. 

  Customer Answer

  Date: 06/05/2023

   
  Complaint: 20144228
  
  I am rejecting this response because: this is what I have been told since I originally made the call back on April 12.  I was told the request would take ***** business days to be addressed.  It is now twice that timeframe. I am requesting that Solgen provide an ACCURATE date by which Solgen will respond to my request.  The response lacks any sort of timeframe, so I don't know if this will be 3 working days or another 30 working days or 60 working days.
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 06/12/2023

  We understand ************** would like a more accurate timeline. We spoke with Construction today, 6/12 and they have reached out for scheduling. We have tentative scheduled this for 6/14 (Wednesday) if ************** is able to contact us back to confirm.