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:03/30/2023

  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.

  We started in June 2022 our process of getting solar panels. We got a loan for $40k with the promise of a tax rebate for $10k that could pay down the loan or pay other debt. We were told October 2022 would be the install. October came and our ground mount rack was on backorder due to the supply chain issues. Rescheduled end of November. End of November comes and they say the weather is too cold so reschedule to March. Meanwhile, we will make your payments on the loan until then. March 20th comes, I take time off since I was told someone needed to be on site with an arrival time between 8am and 10am. I get a call at 9:45am saying someone didn't coordinate it correctly and they have to reschedule for the following week. I said fine but give me a call a day before so I know if I need to take time off. Get a call March 24th that crew members called out sick for Monday and they would reschedule for 3/30 and 31st. Today is 3/30 and I called at 930am asking where everyone was. I took the day off. Only to be told they have to reschedule AGAIN! I have a call in to do a weekend now because too much time off. The lead I spoke with informed me I don't need to be on site now after all. In the process of looking at options of canceling or hiring a different company. I have a call into the bank as well since I have a loan for something I don't have.

  

  Business Response

  Date: 03/31/2023

  To whom it may concern, Solgen Power does apologize for the missed appointments. Correct, we could not do the ground mount preperation work during the wintertime as it was too cold. 
  
  We understand there has been further miscommunication and further delays due to crew availability. We have covered loan payments through March according to our records and will continue to reimburse as necessary until this project is granted Permission to Operate. 

• Initial Complaint

  Date:03/26/2023

  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.

  We hired Solgen Power to provide us with a working solar power system in March of 2022. We were told this is an **** week process. Installation process took all the way to the end of November and still hasn't been completed. The system has never worked and did not pass inspection. However, we are being charged for a fully fuctional system and have made 3 payments on it to date. We have tried in good faith to resolve this situation with Solgen but keep getting bounced around to different account representatives. Our latest account **** ************************ assured us that he would be in contact weekly until the system was turned on. That has not happened. On Feb 20 *** sent an email to us asking to give them one more week to get things going and if Solgen couldn't then he would honor our request to cancel the entire project with a full refund. We honored that request and even gave them a little extra time. After not getting any communication from Solgen, we called them on March 13 and *** agreed to cancel everything and to give him a couple days, maybe even a week to get things going. One week later on March 20 we emailed Rey because we had not gotten any communication. March 22nd after still no communication, we called again but *** was on another call. He did call back but really didn't offer any answers as to why the cancellation we have agreed to hasn't been arranged yet and that he was sending our case up to management. Why this wasn't done when we agreed to cancel this project I don't know. We were misled when we signed up as solgen assured us that our payments on the loan wouldn't start until 60 days after the installation was completed. Solgen says installation is complete but it is not. It failed inspection on Nov 18th and nothing has been done since. Solgen is supposed to maintain this system but I have zero confidence that they can do this based on our experience with them.

  

  Business Response

  Date: 03/28/2023

  To whom it may concern, we have been working with the inspector, via our ******* in the area to address the fixes needed for a passed inspection.
  
  Previous inspections had failed only because the line diagram on the stamped plans did not reflect a DC system, or show the proper calculations. Several attempts to correct the plans were made by Engineering; but ultimately failed to appease *****. We made corrections and completed the DC system size calculations that satisfied the Inspector. He is ready to complete a final inspection for us; however, it is our understanding that the Customer has cut off contact with our Team here and has refused to respond to moving forward. The installation was completed properly, and the system is ready to energize once inspections are officially complete and permission to operate is granted by utility.
  
  As a company, project cancellation is not something we offer after initial installation of the system. Solgen Power is sympathetic to these concerns and understand that this project is outside of the standard timeline and we would be happy to discuss alternative solutions. We have brought this to the attention of our ****************** team. 

  Customer Answer

  Date: 03/28/2023

   
  Complaint: 19855545
  
  I am rejecting this response because:

  First off, we have not refused nor have we cut off any communication with Solgen and our account representative, ************************  If you look at the roughly 18 pages of emails between us you will find that it is us trying to get solgen to respond to emails.  In fact there have been over 50 emails between us and Solgen since NOV. 9.   Also, we have emails from Solgen stating that our cancellation request will be honored and we have a recorded conversation with *** stating that Solgen has agreed to cancellation.  According to Solgen all of our conversations have been recorded and I would encourage them to play us the tape of where and when we cut off communication.  No one from solgen has given us any updates since March 22nd when Rey aknowledged to us that we agreed to cancel the entire project.  So to say that we have cut off communication with with *********************** (our account manager) couldn't be more farther from the truth.
  
  Sincerely,
  
  **** And *********************

  

  Business Response

  Date: 04/05/2023

  To whom it may concern, on 3/30 our ****************** team informed us that they have submitted for approval to cover loan payments in response to the delays in getting the project completed. 6 months is being requested from our ********************** (***, FEB, ***, APR, MAY & JUNE). We do apologize for the miscommunication regarding cancellation. As previously stated, we do not offer cancellation after initial installation. We are working to cover payments for the delay as an alternative solution. Thank you. 

• Initial Complaint

  Date:03/24/2023

  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.

  I worked with Solgen last May and had solar panels put on my house. Over $30,000 loan. The panels have yet to be turned on. I knew they had to come back for a retrofit but was told the panels were up and running. It's been almost a year, they are just not scheduling the retrofit and only offering to pay the minimum loan payment and nothing about the electric bill. I have seen them out installing other panels in ********. I have tried MULTIPLE times over the year yo contact and schedule with them and I don't know what to do anymore. I hope this is appropriate to bring to you. Thank you for you time!

  

  Business Response

  Date: 03/28/2023

  To whom it may concern, Solgen Power does apologize for the delays in this project. The project slowed due to the type of retrofit needed per jurisdiction which required us to uninstall and reinstall the system.
  
  This has been assigned to an Account Manager and we are working to compensate ********************** for the delays they experienced during the additional work called out/required by the jurisdiction. We are proceeding with project and nearing completion. Once inspections have passed, Permission to Operate is the last and final step with utility company. 

  Customer Answer

  Date: 03/28/2023

   
  Complaint: 19850377
  
  I am rejecting this response because: while I appreciate the base reimbursement for the loan I took out to pay for the panels Solgen did not respond to my multiple tries to scheduled this retrofit over this last year. A representative emailed me last June and I tried several times to schedule with it being canceled or flat out ignored. I would not call this resolved, I also have yet to actually be reimbursed for the loan payments.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 04/05/2023

  To whom it may concern, payments began 10/2/2022- on 3/20, we submitted for reimbursing for October, November, December, January, February, March, and April ********* Sent out 3/28, payment is on it's way. We will also cover payments until the system is confirmed operational and turned on which is our standard operating procedure for delays.

• Initial Complaint

  Date:03/23/2023

  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.

  Solgen informed my wife and I they could install solar panels on our roof for a set price that was agreed upon. Solgen connected us to ******************* to obtain a loan. Solgen informed us they would pay the monthly loan amounts for six months. Solgen then informed us we would have to pay an additional ~$25,000 cost to tear the roof off and install additional rafter supports. We requested to cancel the project, which was granted. Solgen informed us it would reimburse us money which had been automatically withdrawn from Verity. Solgen informed us they would reimburse us the outstanding debt of $131.14 "in about 3 weeks" from last email dated February 3, 2023. They have not yet reimbursed us this $131.14.

  

  Business Response

  Date: 03/24/2023

  To whom it may concern, Solgen Power apologizes for the delay in reimbursement for a cancelled project. We will reach out to this Customer directly and follow up with our Accounting team for an update regarding the payment that should have been processed and sent in February.
  
  

  Customer Answer

  Date: 04/05/2023

  Hi,
  This complaint is not resolved. Solgen has not reimbursed me yet. In fact, Solgen actually owes me a total of $253.54 as they apparently did not terminate the contract with Verity (lender), who automatically withdrew $122.40 from my bank account for an alleged March 16 charge. To note, no services were ever rendered by Solgen. Per the signed Solgen contract (now moot), Solgen was supposed to pay ************* Union (lender) the monthly loan amounts for six months. When that didnt happen, Verity withdrew money from my account, and Im currently out $253.54 for no product(s) or service(s) ever rendered.
  Please reopen this complaint.
  Thank you
  

  
  

  

  Business Response

  Date: 04/12/2023

  To whom it may concern, on 4/4 Solgen Power spoke and confirmed with ******************* loan was paid off and canceled March 17.
  Our **************** team on 4/5 received approval for the two charges incurred by **************** before the cancellation was finalized with the lender, totaling $253.54 to Accounting for processing, **************** should receive a check 2-4 weeks from that date. 

  Customer Answer

  Date: 04/19/2023

   
  Complaint: 19841568
  
  I am rejecting this response until I receive said payment.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/22/2023

  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 agreed to installation of a rooftop solar panel system in February 2022 and Solgen began the advance work required. They sent an inspector to confirm that the roof had at least ten years of useful life left. Their salesperson subsequently informed me that the roof was in good condition; they would proceed with the installation. This was completed in June 2022.A very dry Summer and Fall followed.Then the first significant rains came in November 2022 and a leak appeared in my roof, evidenced by a stain in the ceiling. Solgen sent another crew to assess the leak. It was their opinion that the solar panel installation was not the source of the leak, but the roof was simply worn out: grains all washed off, lifting, broken shingles and failing adhesive throughout. They may be right: the panel installation may not have caused the roof leak, but simply should not have been completed without a roof replacement first.I had a temporary cover installed to get me through the winter until I could get the roof replaced. Every roofer I interviewed, including one that Solgen uses, indicated that the Solar panels should NOT have been installed on this roof, it had less than 5 years of life left, in fact the leak (and another that has occurred since) make it clear that it was completely worn out when they installed the panels.I have requested that Solgen remove and re-install the panels for a roof replacement, and waive the charge for this since it was their personnel who approved the install on a worn-out roof. Otherwise, the charge is in excess of $1000. I provided Solgen with an independent roof assessment on 3/17/2023 which made it clear that the roof has been in poor condition for several years. Today Solgen informed me that they do not agree to waive the charge for the R&R of the panels because the panels didn't cause the leak.This report to the BBB is an attempt to avoid escalation of this to ******************* the Washington CCB, and court system.

  

  Business Response

  Date: 03/23/2023

  To whom it may concern, Solgen Power has taken a second look at this specific situation and we have reached a resolution with Mr. Desemple. We are in open communication and are working to get this resolved. Thank you. 

  Customer Answer

  Date: 03/24/2023

   
  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, 
  PROVIDED that they do in fact perform as to the agreed resolution.  I will update or re-open the complaint if not resolved as agreed.

  As of now, the Company and I are in agreement as to the resolution.

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

• Initial Complaint

  Date:03/21/2023

  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 started this solar project with Solgen before the first of the year. it took over a month to get the solar panels installed on my roof. panels went up on Feb. 6th. the same day they came out to install the panels they were here to cut a trench across my driveway to run the service from my garage to the power pole outside of the house. i had just had 20 yards of roadbed gravel put down before winter. they were here with a mini track hoe and could have moved the gravel before cutting the trench, but they did not. when they filled the trench area, they buried a lot of my gravel and left some big 1-man rocks strewn about. the grounds *** told me they would be back out to move the rocks and replace the gravel. it's been 2 months and not a word from them about fixing it. the same day i was told that they would be back out the following week to upgrade the service panel for the solar project. that didn't happen till a month later after calling and complaining many times. it's almost April and I'm still not hooked up or generating any power. my driveway is still not fixed. i have called the company many times to get answers and all i get is excuses. minimum order for gravel is 10 yards that's over 300 dollars by itself and then will have to pay someone to spread it. man, and machine hours there. i am a disabled veteran and cannot do the work myself. the only thing they did in a hurry was get a 75000-dollar loan in my name. the company has been nothing but a huge nightmare to do business with.

  

  Business Response

  Date: 03/22/2023

  To whom it may concern, Solgen Power is actively working to resolve ********************** concerns. In regards to system operation and current progress, we completed the main panel upgrade and are awaiting the appropriate signage so we can proceed with inspection. Once system has been inspected, we can apply for Permission to Operate with the utility company. Delays can happen with main panel upgrades as they do require delicate coordination with utility for power kill dates. In regards to the trenching/driveway concerns, we are working with our general construction manager to address this.  We have an assigned Account Manager to oversee these resolutions. 

  Customer Answer

  Date: 03/23/2023

   
  Complaint: 19629353
  
  I am rejecting this response because: Delays can happen with main panel upgrades as they do require delicate coordination with utility for power kill dates. so tell me how the referral i gave to you a month after starting my project was up and running in 2 weeks time ?? first i was told the day they were here to install panels by one of their electricians that it would only be a week to get the *** done. that same day i got a call from solgen to set up the *** the following week. to get a call the next week that it could not be done because they did not have the breakers needed. ( the stuff needed for and to complete my job should have been ordered ready and waiting). to it being pushed out over a month after the panel install. i have still not heard any word from you about this next inspection 2 weeks after the fact. is it going to be another month??    should it take almost 60 days at this point for somebody to figure out that my driveway should have been repaired by now ??  
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 03/31/2023

  To whom it may concern, every project is unique and individual. Solgen Power is understands that delays can be frustrating and we are working to address these concerns. 
  
  We have set an appointment for 4/5/23 to address Mr. *************** driveway concerns. Once we have received the necessary approval working with the jurisdiction for the inspections, we can proceed to applying for Permission to Operate with utility company. 

• Initial Complaint

  Date:03/20/2023

  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.

  On June 8th, 2022 I provided a PGE energy bill to *********************, Energy Consultant with Solgen Power with the following contact: Personal Cell: **************, Office: **************, ************************************** We had a solar consultation on June 15th via ********* Teams. On June 15th we were asked to upload documents to get qualified for a loan to cover the costs of the solar panels. Those were provided through a LoanHomi link to ************************* with the following contact: Solgen Power Finance, *************************************** ************ On June 17th, after being approved for the loan, we received the following message, "We will be pulling permits and getting everything ready for install in these next couple of weeks. " We sent an email on October 8th with the following message, "I logged in to my online account and see that it is still showing in the "permitting" status. It has been in that status since July 22nd, 2022. Can you please take a look at Utility Account Number.....********** and make sure that the ball hasn't gotten dropped somewhere?" to which they replied, "Application is approved by PGE. We are now waiting for your City's approval of the permits." We checked in again on November 7th again with no resolution. We inquired again on December 2nd and this time they sent the following information. " Section 3.3 In Contract:Cancellation Fees. In the event of a cancellation that is outside of the 3 day right of rescission, the Customer will be responsible for a cancellation fee of $3,500 or 10% of the total contract price, whichever is less. The cancellation fee is due immediately and Section 3.1 will apply to any outstanding balance that is owed.Section 2 In Contract: Estimated Completion Date - **** weeks.They said that they were stuck in permitting but said it should be 3 weeks. This has continued through today. Still no resolution. We've paid the following amounts: $168.37 on 12/15/22 - $173.98 on 1/17/23 - $173.97 on 2/15/23.

  

  Business Response

  Date: 03/22/2023

  To whom it may concern, we last spoke with this customer on 3/15 and did not receive a response to how they wished to proceed. In regards to the delays, we have been working with the jurisdiction to proceed. However, in the interest of all parties, this project is currently within our ********************* Speaking with them today, we can proceed with cancellation of project and return the funds provided by the lender to close out the loan. We have confirmed with our ******************** that we will not assess any cancellation fee as mentioned in the agreement and reimburse any charges from the lender that have been made. The standard timeline for loan cancellation is 28 business days and we will expedite this is applicable. Any additional charges beyond the those mentioned would also be reimbursed, Solgen Power does not have the ability to stop automatic payments from the lender. 

  Customer Answer

  Date: 03/30/2023

   
  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 as long as they follow through on the cancellation as promised within 28 days. We have responded to every email and attempt to connect so their claim that they attempted contact on 3/15 with no response is not accurate but that doesn't matter as long as they proceed with the cancellation as promised after months of us attempting to get them to follow through. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/16/2023

  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.

  They installed my panel mid February prior to the installation they told us our payment will start 3 months after everything is done. It's been 1 month after they put the panel in our roof and almost 1 and a half month before our first monthly payment will start and our Solar panel still not working. No one is even calling, texting or emailing us for an update unless we reach out. I already send them a message two days ago and still haven't heard from anyone.

  

  Business Response

  Date: 03/22/2023

  Hello ****, 

  We will be having your account manager reach out to you today to discuss your project with you. It looks like we submitted your information back on 3/3/23 and are waiting for the *************** to sign off before we can activate your system. It looks like you were advised of these time frames in your last conversation with your AM, but again we will reach out to help answer any additional questions that you may have. Thank you, Solgen Power

  Customer Answer

  Date: 03/22/2023

   
  Complaint: 19612750
  
  I am rejecting this response because: this does not resolve any issue
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 03/28/2023

  To whom it may concern, we are currently working to get this project to completion. Contract began on 1/31/23 and we are still within our **** week timeline of completion mentioned in section 2 of the Purchase and Installation agreement. 
  
  For this specific lender, payments begin two months after our installation work order is marked as complete. We do apologize for any miscommunication. 
  
  For this project, we are in the final step of any project, awaiting permission to operate from the utility company. As of 3/20, the online portal is marked as "meter installation" -- utility needs to swap out customer's meter and grant ******** for ********************** on. Our team has a set follow up date 4/3 to check on status of permission to operate application. Once this is granted, we will send power on instructions and the system can go live! 

  Customer Answer

  Date: 04/04/2023

   
  Complaint: 19612750
  
  I am rejecting this response because: there's so many undisclosed information that could've prevented the delay on this project and I dont understand what you mean by 
  
  For this specific lender, payments begin two months after our installation work order is marked as complete. We do apologize for any miscommunication

   

  Since we are told that we start payment in May. Assuming the project is completed sometime this moment that only give us 1 month or less prior to starting our payment

   

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

• Initial Complaint

  Date:03/16/2023

  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.

  I entered into an agreement with Solgen Power Company in Mid January for a $40,000 Solar Energy System for my Home. I have had poor Communication with this Company from the Beginning and decided to Cancel the Project. No panels have been installed no permits have been pulled. When I informed them a month later that i was requesting to cancel the project they said " Thank you for taking the time to reach out to us. I wanted to send you a quick confirmation that your request to cancel your solar installation project was received by our cancellation department and has been dated as of 2/20/23. We will be working on your cancellation and will get back to you soon. After that Email i received this email. " ******* *************** (Solgen Power)Feb 22, 2023, 5:36 PM MST Hello *******, I understand that you would like to cancel your solar installation project with us; I am sorry to hear of your decision. According to our records you have requested cancellation of your contract outside of the 3-day right of rescission. Per your contract paragraph 3.3 you are responsible for a cancellation fee of $3,500 or 10% of your contract price, whichever is less. This is to cover the costs accrued in prepping for your installation project. Payment is due within 30 days of receiving the attached invoice. Payments not made are subject to being sent to a collection's agency. Should you choose to move forward with your project the cancellation fee will be waived, and we will resume your project accordingly. Sincerely,******* Solgen Power Cancellation Team I have tried to resolve this with no response can you please assist me.Thank You,***************************

  

  Business Response

  Date: 03/20/2023

  ************************ entered into an agreement, and signed a contract with stipulations regarding cancellations. Mr. *********** requested that their project be cancelled outside of the agreed upon time frame to avoid fees. ******* power will not be waiving the cancellation fees that Mr. ********* agreed upon when they signed their documents. 

• Initial Complaint

  Date:03/07/2023

  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.

  I was quoted 4 months to have my solar panels installed. After 9 months of waiting with no contact I requested to cancel. They informed me i would need to pay a fee even though they breached contract by not completing the job in time. Finally a supervisor got in contact with me and asked if i would refrain from cancelling if they installed them this week. I said yes thats what i want. I dont want to wait any longer or i want to cancel. An installer called me and scheduled my installation for 3.6 i called solgen on 3.5 to see what time they would be there. The receptionist informed me the installation had been cancelled with no notice. I was livid. I told them this is ridiculous and i want to cancel. The supervisor transferred me to the cancellations department who has not contacted me back despite my numerous texts and emails.

  

  Business Response

  Date: 03/20/2023

  Solgen Power has agreed to wave ******************************** cancellation fees, and their project has been officially canceled.