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:05/31/2023

  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.

  Agreed to go solar with the following understandings: 200amp panel upgrade Transferable loan as we instructed them that we where planning on selling house next year. It took the 9 months but finally completed job. We put our house on market only to find out that our loan is not transferable and now is putting ** in a financial bind. What do I need to press my issue with them giving ** a non transferable loan after Promised.

  

  Business Response

  Date: 06/01/2023

  Solgen Power is sympathetic to the frustrations expressed, however, as we are not the financial institution, we do not own the loan. Our Purchase and Installation agreement does not include the loan terms, this is a separate agreement with the lender through their loan application process. It is our understanding that the loan is not transferable. We have completed Transfer of Ownerships once the new homeowner has documentation proving ownership but the loan and any financing would need to be addressed by the lender. 

  Customer Answer

  Date: 07/07/2023

  Complaint ID: ******** This was not resolved. Solgen Solar has not done anything to help. Their website says transferable loans, we specifically requested transferable loans. Yet they gave us one without telling us that it wasn't transferable even thought they new that. Just like with the 200 amp service. They showed up here to do the work and tried to convince me to stay with a 100 amp service saying that is all that is needed, even though the contract specifically called out 200 amp. We have not been able to sell our house. Everybody saying if the loan was transferrable they would buy. Currently the only option a buyer has is to reapply for a personal loan at high interest rates on top of the house loan. With our current situation, we are going to be financially in trouble if can't sell house. Part of the solar planning was to make the house more sellable. This seams to have back fired very badly. We new that we needed to sell the house and find a smaller more affordable living. Now, uncertain financial future. Best way to resolve would be have solgen file for a new loan in our name that is transferable and payoff old loan. Thanks, ***** Greenfield

  Customer Answer

  Date: 07/07/2023

  Complaint ID: ******** This was not resolved. Solgen Solar has not done anything to help. Their website says transferable loans, we specifically requested transferable loans. Yet they gave us one without telling us that it wasn't transferable even thought they new that. Just like with the 200 amp service. They showed up here to do the work and tried to convince me to stay with a 100 amp service saying that is all that is needed, even though the contract specifically called out 200 amp. We have not been able to sell our house. Everybody saying if the loan was transferrable they would buy. Currently the only option a buyer has is to reapply for a personal loan at high interest rates on top of the house loan. With our current situation, we are going to be financially in trouble if can't sell house. Part of the solar planning was to make the house more sellable. This seams to have back fired very badly. We new that we needed to sell the house and find a smaller more affordable living. Now, uncertain financial future. Best way to resolve would be have solgen file for a new loan in our name that is transferable and payoff old loan. Thanks, ***** Greenfield

• Initial Complaint

  Date:05/30/2023

  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.

  When I purchased the solar power system from Solgen they promised me several things which they have not honored. First, they told me that they would pay or reimburse me for the first 12 months of payments. They have only paid me for 6 months of payments. They repeatedly told me through email that the a check in the amount of $342.10 (which is about $900 short of what they originally promised me)had been sent through the mail. They told me it was mailed on March 02, 2023 to my mailing address (this was an email from *************************************** dated March 27, 2023. Solgen kept telling me to wait 4 to 6 weeks to receive the check. After numerous email and phone complaints to Solgen they then told me through email from ****** Opinion that Solgens accounting department mailed me a check in the amount of $1201.20 on April 21, 2023. After numerous more complaints that I had not received either check Solgen informed me that the check in the amount of $1201.20 that was mailed to me on April 21, 2023 was received and processed on May 12, 2023. I have not received either one of the two checks listed above from Solgen nor have I cashed those two checks. Second, when I was purchasing the solar power system from Solgen they convinced me that any power that my solar panels generated that I did not use my electric company would create a power saving account that I could draw from during periods when my solar panels didnt generate enough electricity to cover what I was using. This was a big selling point for me which helped me to decide to purchase the system from them. After I made the purchase my electric company (Inland Power) informed me that they do not save or store extra power for me that is generated by my solar panels that is not being used by my residence. This is actually costing me more money than what I was led to believe would happen. Third, Solgen Power is giving me the runaround about repairing my solar panels which have not been working since February 2023.

  

  Business Response

  Date: 05/31/2023

  Thank you for reaching out to us to share these concerns. We followed up with our ********************* regarding the checks needing to be sent. It is our understanding that the amount referenced for $1201.20 was a stimulus payment sent and dated 4/2022. This was endorsed by ********************* and cleared. This payment was not resubmitted or sent as it was cleared. Our agent was misinformed and the dates in the emails internally state 2023 but per the actual check, should have said 2022.  
  
  For the amount referenced $342.10, this was approved by our **************************** Originally, the deal was drawn up with the lender ******************** all deals include six months no payments and others in this case can include stimulus payments as well. However, the project proceeded with a different lender, GoodLeap who does not have the same deals or payment structure. However, it was approved to cover the $342.10 as a courtesy for this miscommunication. Accounting confirmed this has not been sent and as it was submitted by Customer Support, we will follow up on this submission and get this mailed out. 
   
  We do see a work order was created to schedule a crew to complete a service appointment. It is queued for scheduling and our Construction coordinators will reach out as soon as they can. We will verify system production with our ********************* while onsite.
   
  Utility is correct, they do not store the energy. Our systems are grid tied, and for any excess energy produced and exported to the grid, in Washington we have Net Metering agreements that were with utility, referencing the credit program. Net metering is a 1:1 exchange of power. Utility may not see excess production during the winter, as production is lower. 

  Customer Answer

  Date: 05/31/2023

   
  Complaint: 20122596
  
  I am rejecting this response because:
  

  First, when I was speaking to the sales representative before I purchased I was told that as an insensitive to purchase Solgen would pay the first 12 months of payments. There was nothing said about that only being an insensitive if I financed my purchase with a particular lender. Second, when I received a check from Solgen for $1,201 in April 2022 I inquired from Solgen what the check was for since it was less than 12 months worth of payments. Solgen explained to me the check was for the first 6 months of payments and that I would receive the remaining balance for the second 6 months worth of payments in October of 2022. Note: I received part of the 12 months reimbursement incentive from Solgen not the lender of my account. When I never received the second payment I inquired why and was given the same explanation that Solgen gave in response to this complaint.  However, Solgen told me they would reimburse me $342 for the miscommunication.  I never received that payment either.  Third, I contacted Solgen on April 8, 2023 to inform them that my solar panels have not been working since February 2023 according to Inland Power.  Solgen told me they would get somebody out right away to fix the problem.  This has not happened yet and after numerous complaints to **************** ******************** informed me that they would reimburse me for the lost power production from my inoperative solar panels all the way back to February 2023. There is no mention in Solgens response to my complaint about that. Also, there is no explanation as to why it is taking so long to mail me a check when their previous emails to me assured me they had already mailed the check. There is no explanation as to why it is taking so long to schedule a repair to my solar panels.  

  
  Sincerely,
  
  ***** & *****************************

  

  Business Response

  Date: 06/01/2023

  The lender that approves a client is very important to loan coverage, as each lender's payment schedule varies. For further clarification on this matter, we included a stimulus payment which was received for six months of payments. Since a different lender was selected, this affects the payment schedule. With the original proposed lender, ***, we have an established deal that includes six months of no payments from contract signing. This, paired with a stimulus, would mean no payments to a client for 12 months. However, this project proceeded with another lender at a lower cost. GoodLeap payments begin three months after installation. As previously stated, as a result of this miscommunication regarding payments with different lenders, we followed up with Accounting who confirmed we did not mail the additional payment of $342.10. This was approved and we are following up to have this payment issued. 
  
  We understand the frustration of reporting system concerns and scheduling can take time. Requests are first reviewed by our ********************* and the fix work order was created at the end of April and as of this reply, we scheduled to arrive 6/1 midday to review the system. In order for Lost Production to be processed, we need this Service Appointment to be completed and for a confirmation from our *********************** as to the error. This system was inspected and approved back in June of 2022. We will review the system and confirm with monitoring and investigate the report of the system not working per utility. 

  Customer Answer

  Date: 06/02/2023

   
  Complaint: 20122596
  
  I am rejecting this response because:

  I dont accept Solgens response in regards to the 12 month payment incentive explanation. Thats not what I was told when I was purchasing the solar panels from them.  What I was told at the time was a big reason why I purchased from Solgen. Now Im finding out that was just a trick or bait to get me to purchase.

  In regards to the $342 check per an email from Solgen to me: Mar 27, 2023, 10:46 AM MDT 
  Hello ******,
   
  Thank you for your email. We apologize for the delay. The check amounting to $342.10 was sent on March 02, 2023, to this address at  ********************************************************************* 99026.
   
  Please allow up to 4 weeks to receive this check in the mail. If you have not received the check after 4 weeks, please contact us and we can work with our team to resolve this issue. After not receiving said check I sent multiple emails inquiring about it and I was always told that it had been mailed and if it doesnt arrive by next week to contact them. Contacting Solgen after not receiving check has not done any good. Only now after filing a complaint with BBB had Solgen admitted that they have not yet sent me the check. This single issue has been going on since MARCH 02, 2023! I feel like I have been lied to and been given a big runaround,

  As far as the repair issue, Solgen did finally schedule a repair to fix my solar panels for June 01, 2023.  Again this happened after the BBB complaint.  On June 01, 2023 Solgen repair crew arrived 2.5 hours later and then told me that they couldnt repair my system. I was informed that I would have to wait for Solgen to recontact me by phone to schedule another appointment. 

  I have zero confidence in Solgen Power to do the right thing or to even be honest. I have witnessed who were with me when I purchased the solar panels who heard what was said in regards to the incentives. 

  Sincerely,
  
  ***** & *****************************

  

  Business Response

  Date: 06/05/2023

  We understand that ******************** does not accept the response regarding the loan payments. With the lender that was proceeded with, there are no payments until three months after installation. This, in addition to the $342.10 that was requested again. It was processed by Customer Support but held up in the Accounting process. This has been clarified and we issued the check via standard mail on 6/2, the check should be on it's way. This is representative of five months of coverage, plus the check received last year for the  $1201.20, representing six months of payments. We understand that we are one month short of the initial promise of payments, but this is because we did not proceed with the original lender and would be unable to submit for additional reimbursement. 

  Speaking with our Construction team, they have informed ** that our next appointment can be scheduled for 6/14. Our crew did not have the needed breakers to complete the fix and we will coordinate for a return appointment. 

  Customer Answer

  Date: 06/07/2023

   
  Complaint: 20122596
  
  I am rejecting this response because: my loan payments are $200.20 each month. $200.20 times 6 months equals the $1201.20 originally sent me. $342.20 does not equal 1 payment. $342.20 plus 3 months before billing does not equal 5 payments either. Im not sure how your math works. 
  

  My solar panels are still not working and have not worked since February of this year. Thats over 4 months of lost production. 4 months I have continued to loose money on a system I was sold to save me money. Will I be compensated for the loss power production like I was told?
  

  How can or why does a repair crew arrive to repair a system without the basic parts needed to repair the system. When the repair crew did arrive to repair my solar panels they had no idea why they were there. They were completely unprepared to fix my solar panels and simply told me that I would have to wait some more and would have to be rescheduled. Completely unprofessional!

  I feel like I have been getting the runaround and that Solgen has just been stalling me for as long as they can  At this point Im not sure I would recommend them to anyone. 

  
  Sincerely,
  
  ***** & *****************************

• Initial Complaint

  Date:05/16/2023

  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.

  Purchased a solgen system that was installed 7 months late and has not worked correctly ever. Promised multiple times it would be addressed but now its 2 years of mortgage credits and since 11/21 almost no response to actually get it fixed. No actual caring. No credit on my bill and Im face the electric costs more once you hook up to solar. Id like the system removed the loan paid off and every dollar I spent refunded. This system was over *******.

  

  Business Response

  Date: 05/17/2023

  Solgen Power is empathetic and understands the frustration being expressed from ********************* 
  
  We have previously discussed with our *********************** the need for a service appointment and we apologize for the rescheduling efforts. We will connect with them and follow up to perform a system check. 
  
  We are sorry for the delay in service response, from our Monitoring system we do not see any production alerts. However, it does appear partial of the system is offline, which simply means it does not report production data. As long as the turn on instructions were followed, system should be operational. Monitoring is not something we can guarantee. We will follow up on this service request from Construction and see if we request this take place. 
  
  The only indication we have of system concerns is ******************** reporting that she is not receiving a credit on her utility bill. This would only happen in the event the panels produced energy that was not needed. With respect to the massive amount of energy pulled by both properties, the estimated offset reflected may not have the capacity to produce more energy than what is being used by ********************* 
  
  Estimated usage: ****** kWh yearly 
  Estimated production: ****** kWh yearly
  
  Additional with insulation we added to the home, an HVAC efficiency service completed on the hotel, and provided LED replacements for both the proposal totals 41% estimated offset. Therefore they would still receive a utility bill for the 59% of their energy needs. 

• Initial Complaint

  Date:05/05/2023

  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 have asked repeatedly not to be contacted by Solgen and they continue to call me several times daily. I just received another phone call and asked the lady, "*******", to take my number off their call list. Within 3 minutes, I received an email from Solgen stating one of their consultants would be in touch with me to schedule. The email states:"Hey ********! Thanks for your interest in solar!One of our Green Energy consultants will be reaching out shortly to help you take advantage of local and federal solar energy incentives."Solgen has a poor reputation and rating for a reason!

  

  Business Response

  Date: 05/05/2023

  Solgen Power understands the wish for no further contact. We apologize for miscommunication between our departments and we have brought this to the attention of our Sales Leadership. Thank you. 

  Customer Answer

  Date: 05/05/2023

   
  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. Thank you for intervening and helping me obtain resolution. Take care.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:04/20/2023

  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.

  We had signed up for the solar expecting that it would stay true to the high end timeline around 6-8 months though we were assured that it would never be that long and they covered 4 months of loan as a way to show good faith. After getting an opportunity in October of 2022 I was looking to sell my house and move to a new state for my career path and our real estate agent told us that since we did not own the solar outright, and the fact that it is incomplete we would not be able to list our house for sale until it was done. We were assured it would be done by the end of the year. We moved in November and anticipated paying the mortgage as well as cost to live as renters in a new city. We ended up depleting 3 months value in mortgage payments and had to put the house up for rent to be bale to offset the financial burden that had come form the project not being finished even close to on time. We are now in a new city unable to buy a new home for our family and locked into renting as we have tenants in with a 12 month lease. We had also been communicated to that we needed to pay the solar payment out of pocket and then get reimbursed. This has happened, but it has been a pretty painful process and now we just made our April payment and have not gotten the reimbursement for ******* which has also been very frustrating. I would like a fair compensation for the inconvenience of having to be out of pocket with a system that is still not up and running 13 month after the contract was signed, as well as having to maintain a house with renters that we would have liked to sell.Thank you.

  

  Business Response

  Date: 04/25/2023

  Solgen Power is sympathetic to the concerns shared. We are working to cover loan reimbursement for delays caused by Solgen Power. As of 4/24, March and April payments will be sent. This is our standard reimbursement for any project delays as a result our errors. 

  Customer Answer

  Date: 04/25/2023

   
  Complaint: 19962539
  
  I am rejecting this response because: There was this understanding about the business covering payments if the project was not done, but the lack of ability to close the project in over 14 months caused us to be out 2.5 additional months of mortgage payment which totaled over $3,000. I do appreciate the reimbursements, but as the process takes over a month to get to the approval phase, and the implications that the only reason I have received a swift response for the current reimbursement after paying out of pocket for 7 months is because of a formal complaint via the BBB. I feel that the "standard reimbursement policy" doesn't quite cover the financial stress that we undertook in my household and would love to see if there is something more that Solgen is willing to do to try and remedy the bad business. If more discussion is needed on this thread I am more than willing to keep open the lanes of communication.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:04/06/2023

  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.

  Our northwest corner of our roof is leaking again underneath the solar panels. This is occurring after the roof was replaced in that same area the year prior. Upon opening up the ceiling underneath, the area of concern exhibited wet spots on the wood underneath the roof. We have called and requested SolGen to fix the problem four times, but have still not received a follow-up phone call from the company to schedule an appointment for repairs. We ask that SolGen follow through on completed the necessary repairs as soon as possible. Thank you!

  

  Business Response

  Date: 04/10/2023

  To whom it may concern, we are actively scheduling system removal so repairs can be necessary. Removal will be completed 4/10 and we can better assess any repairs needed. 

  Customer Answer

  Date: 04/10/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory, assuming the necessary repairs are assessed and completed in a timely manner this month.
  
  Sincerely,
  
  ****************************

• Initial Complaint

  Date:04/05/2023

  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.

  Due to the roof damage, I requested to removal and re-installation of the 6 solar panels. I paid $1800 in advance for the job on March 1, 2023 as they required. I haven't heard back from them for the removal of the panels. I have requested to cancel the order and refund my money. They won't respond my request, and won't refund my money either. I'd like to get my money back. I don't trust them at all. Please help me to get my money back. Thank you for your support,*************************

  

  Business Response

  Date: 04/10/2023

  To whom it may concern, Solgen Power will process a refund in this matter. Approval was granted 4/10. We will do our best effort to get this refund mailed out by end of week. Refund should be received within 2-4 weeks. 

• Initial Complaint

  Date:04/05/2023

  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.

  We sincerely wanted to install solar panels onto a southern location on our roof and were told about this option. Since reading all the negative responses from customers who it appears were misled or had service and installation complaints, it appears that this particular company is evasive and unreliable, so we have decided that with the amount of dissatisfied customers we are ***** of their business practices. They are in our area,but not a good option. Advise: If you promote a large amount of unhappy customers it will definately affect future ones. Grateful for the warnings! Lost customer.

  

  Business Response

  Date: 04/05/2023

  To whom it may concern, we understand your concerns over our negative reviews. We do strive for 100% customer satisfaction and are always improving our processes. We will honor the request of no further contact and have submitted this request to our Sales Leadership. 

• Initial Complaint

  Date:04/01/2023

  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 company is a fly by night company they do not hold up to there end of the deal or are all the promises ever followed through or complicated they are lying and theifs do not do business with them I repeat do not do business with this company there are hundreds of complaints and maybe even thousands this system is a joke they have been turned over to the Washington attorney ************** I'm sure this will never get published

  

  Business Response

  Date: 04/04/2023

  To whom it may concern, we are unsure of what the current complaint is. Last September, we recieved a letter from a lawyer representing ****************** with the following demands:
  - install solar panels
  - provide warranty information
  - provide operatiing instructions
  - secure rebate certificate from AEP 
  - provide documentation for tax rebate from state and federal governments
  - upgrade breaker box (main panel upgrade). 
  - buy out electric contract with Trieagle Electric. 
  Our response was as follows: 
  Our records indicate your installation is complete
  Please see the attached for warranty information. Your Purchase and Installation Agreement and product information from the Stamped Plans.
  We can provide operating instructions as soon as your utility company grants Permission to Operate. This is a standard procedure.
  Rebate from AEP; my colleagues have informed me that there is not one for your city.
  We believe you are referring to Tax Form **** but please keep in mind it's best to consult your tax professional for the correct forms.
  Our records indicate your main panel upgrade is complete.
  Please send us the invoice to pay for any fees associated with cancellation and disconnecting from Trieagle Electric.
  
  On January 19, we sent the operating instructions and inquired about further questions or concerns. ****************** confirmed issues were concluded January 30. We have received no further communication from ******************* 
  
  

  Customer Answer

  Date: 04/04/2023

   
  Complaint: 19883435
  
  I am rejecting this response because:this company need to own up to all the lies the sales person promised and rebates and tax credits they promised the unit would produce enough power to power our house and then some that was a lie it was on for 1 month and didn't produce enough for our home our bill went from 66 to 25 a month this is a scam fast talkers and no show I'm not the only one with these complaints the BBB is full of people in the same boat and worse fly by night company I'm still waiting on  response from Washington attorneys ************** on this matter they are still investigating this company and many other states are following suit this is going to be interesting to see how this play things are starting to catch up with them I have failed to see any positive feedback from anyone that has dealt with them and am trying to prevent anyone else from having to go threw what we have to get nothing
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:03/31/2023

  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.

  In June 2022, we began the process of installing Solar Panels with Solgen. The engineer showed us the plan for the solar panels and told us it was an amazing system and we would receive 95% offset. He then pointed to a tree in the picture of our house and told us that if we removed the tree that we would get even more of an offset. We told him that the tree was on our neighbors property and that it could not be removed. He told us not to worry and that the system was still great. We continued on with the process and in September 2022, it was time to begin the installation process. First, they installed the panels. About two days later we received a $2,000 check for "Tree Removal". We contacted the company because tree removal was not a part of our plan. They said they would look into the problem and that they would see how much offset we would get from the panels with the tree there. It took them a month to respond back to us. We found out that the system would only provide 35% offset and that it was "functionally unviable" and it "should've never been sold to us". They then gave us a solution, we could talk to our neighbor to cut down the tree and they would cover the full cost. If the tree removal couldn't happen they told us they would remove the system. The system was fully installed by the time we could finally talk to our neighbor and she said we couldn't cut the tree down. When we told Solgen they told us that they could not take the system down since it was fully operational. We then got passed around from case manager to case manager as we tried to settle the dispute. We are now 10 months out from the start of the project and they refuse to remove our solar panels which they built on their own assumption that the tree in our neighbors yard would be removed despite us telling them that was not a possibility. I am now looking to you to help solve this problem to have the solar panels removed since they were sold to us on a false premise.

  

  Business Response

  Date: 04/10/2023

  To whom it may concern, Solgen is requesting some additional time as we further investigate this matter. In response to the current proposed solutions;
  1). After initial installation of a system, we do not offer project cancellation. 
  2). We would be unable to honor a 65% discount for the system. The system has been confirmed to be functional. Respectfully, we request additional time so we can work with our Engineering and design teams so we can propose the best solution for all parties. We will continue to maintain simultaneous communication with *********************