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:03/01/2023

  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.

  We signed a contract in June and the sales person made big promises. No payments for a year and a $19,000 tax rebate. In October they "installed" our panels. A month later someone showed up to take some panels down. They had installed the wrong clips. In December someone else showed up to deliver roofing and other materials. We started getting charged ****** a month in January. I was told they sent us a check to cover payments. It was labeled "rebate" with no other information. Then we were told they would cover payments until the "retrofit" is completed. The loan company has automatically taken the 350 a month every month since. Which is much more than our electric bill. And that tax rebate is based on tax liability. Since I am a disabled veteran working as a less than part-time school substitute and my husband is a school bus driver that tax rebate amounts to less than $500.We still have materials on our roof and around our house and no solar power. They say we can't cancel the contract because they "installed" it already. I am still getting the run around. And still paying the monthly bill. And still paying our electric bill...I want to cancel the contract and be reimbursed for payments made.

  

  Business Response

  Date: 03/03/2023

  In response to *******************, Solgen Power is understanding of their situation and is actively looking into solutions for the customer. At this time ******************** is in communication with ******************* to resolve the issues at hand. The Account Manager assigned to the *********, is waiting on a response from the manager to push this project further along in the process. With that being said, Solgen Power has no control over the amount received from the Tax credit, being that it is a separate entity from Solgen.  Additionally, a tax rebate is not promised due to an individual not always being able to qualify. As for the system not being turned on, due to the stage of the project, the system cant be turned on. Currently, Solgen is awaiting Permission to Operate from the utility company. Without this, the customers will be charged for every KW used. In efforts to save Solgen customers money, the systems remained turned off until turn-on. With the contract being signed and equipment being issued, cancelation is not permitted. With that being said Solgen is open and willing to find a resolution that is reasonable for both parties involved. 
  
  Thank you, 
  Solgen Power LLC

• Initial Complaint

  Date:02/23/2023

  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 sent a sales person to my house on Nov 30, 2022 to answer questions and see if our house looked right for solar. He came back on Dec 5, 2022 with his presentation and quote. It included a new roof and solar panels. It was a very pushy sales meeting, using scare tactics of how much we will be paying to the power company versus owning our own power. It was very high pressure to sign that day. We wanted time to process, and have some time to figure out if it would make sense for us, but the salesman was good. And convinced us to sign a contract for $51,860.95. Once plans were complete I wanted to discuss some issues and questions before continuing. After not hearing back, we decided we did not want to proceed with the project, and I contacted them on 12/29/2022 to cancel. I was told that our cancellation fees were either 10% of the total project or $3500 because it was after the 3-day right of cancel. I asked for an itemized list with work and the costs associated with it but was told he didnt have access to that information. After multiple calls, emails and texts I was finally given information that was presented to us at the initial sales presentation. It shows that if we were to get solar panels. for $51,860.95 with interest, the total payments will be $102,032.88 after 25 years Also according to their proposal, it shows that with rising electric costs, we would be paying $96.662 after 25 years to the power company. What kind of legit company sells you something without giving you the accurate numbers up front. It was legitimately wrong to be selling solar panels on the premise we would actually be saving money. It's manipulative and false advertising. I did get someone to lower the costs of our cancelation fees, but I dont believe we should have to pay at all.

  

  Business Response

  Date: 02/24/2023

  In response to ***************, Solgen Power apologizes for any communication that *** have been perceived as aggressive sales tactics. Solgen Power does everything in their power to help their customers save money and allow them to receive the benefits of solar. That passion can be perceived as intense. As a company, Solgen will take that into consideration moving forward. As for the cancellation process, the fee is applied after a certain point due to the cost investment that has begun. The fee mainly covers the cost of the site survey, permit cost, and other applications that are applied for in the installation process. Solgen is understanding of ***************** desire to cancel and given the state of the process that she is in, she is still eligible to cancel but given the cost that has accrued during that time, the fee will have to be paid. To move forward with cancelation Solgen Power would like to invite *************** to call customer support if that is the route that she would like to pursue. In the case that there is a possibility for resolution, Solgen is interested in pursuing that.   
  
  Thank you, 
  Solgen Power LLC

• Initial Complaint

  Date:02/21/2023

  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've had the Solgen solar panels and monitoring system on my house Since the last week of October 2022. The install process went mostly smoothly and the installation crew was very professional and accommodating to my questions and requests. I monitor my system very closely because I've worked in power generation and data center engineering so the technology is something I'm familiar with and I also find it very interesting. During the month of February we've had a handful of full sun days and I was very curious what the output of the system would be so I went back and reviewed the data and was disappointed to find out that a ****kw system was only putting out around 8.2kw of peak power in full sunlight, but I chocked it up to the angle of the sun being less than optimal and figured I would see better numbers in the spring and summer when the sun angle improved. On one particular day I noticed on the Sense meter (part of the installation) that there was an instantaneous drop of in power of 476w when there was full sunlight without a single cloud anywhere in the sky. I again assumed that maybe one of the inverters overheated and shut down and took an hour or more to start back up. This was a little concerning because it was 48F outside but if it was a bigger issue during the summer I could get it addressed then. Where I became concerned was a few days later when it there was intermittent cloud cover and my system was operating at a peak output of ****kw only two days after observing a peak output of 8.2kw. The rest of my theory's could account for a sudden 32% increase in operating output so I called the company to understand what was going on and ask if the output was being curtailed in any way. The customer service rep wasn't able to provide an answer and told me that she would raise a case with Engineering to get back to me. That phone call was on 2/15 and I've not received any follow up communication.

  

  Business Response

  Date: 02/23/2023

  In response to ****************, Solgen Power apologizes for the inconvenience that has come from his production concerns. Solgen has contacted the proper departments within the company to move this along and get your system up and running again. One of Solgen Power's representatives will be reaching out to contact **************** to get these issues resolved. Solgen will continue to work diligently toward a resolution. 
  
  Thank you, 

  Solgen Power LLC

  Customer Answer

  Date: 03/01/2023

   
  Complaint: 19443688
  
  I am rejecting this response because: No contact has been made by company.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 03/22/2023

  To whom it may concern, Solgen Power does apologize for our late response. We have reached out to **************** today in regards to this complaint and our plan of action moving forward. Currently, the monitor that we use for technical analysis of the system is currently offline. In response to this development, we have created a work order to be fulfilled. Our goals are as follows: Establish connection of the *** so we can see the system. Additionally, our technicians will verify system operation while we are onsite. This appointment is pending scheduling. Thank you. 

  Customer Answer

  Date: 03/28/2023

   
  Complaint: 19443688
  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. The company has made contact and had a very courteous technician on site yesterday, but was not able to provide answers to my questions. He verified with a supervisor that the company does not operate the system themselves and are they going to investigate my concerns once communications are restored. The communication device was brought back online yesterday. However, the technician gave me an inconclusive answer about whether or not I could be granted access to view the customer interface for the device. Given that the device has a specific application for customers to be able to view the system, I would like for the company to provide me with access.
  

  I have a fair amount of expertise in this area and would like to continue to investigate this further.
  
  Sincerely,
  
  ********************;

  

  Business Response

  Date: 03/29/2023

  To whom it may concern, we have discussed with our monitoring department and have granted an exception to our standard practice of not allowing end user access. We have provided **************** with the log in information to Hoymiles, * Miles ******* Application. With communication restored, the system is online and producing. There are no alarms flagged and system confirmed to be at full health. 

  Customer Answer

  Date: 04/12/2023

  I missed your follow on message and saw that the case was resolved as dissatisfied. 
  
  I'm currently in communication with Solgen and they are addressing my concerns and gave me access to the monitoring data I requested. Can we have the case updated to reflect that I'm satisfied with the response?

• Initial Complaint

  Date:02/17/2023

  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 lies to its clients in order to get them to sign vaguely worded contracts. Their sales representative told me to sign a contract for solar installation on 2022/12/30 with a 3 day rescission clause. When asked about this, he assured me that it was just so that I could apply for the tax break in 2022 and that I would have the chance to change my mind and cancel later (specifically after the inspection) and that I did not have to pay anything. It's been 2 months of aggressive attempts to try and get me to schedule the installation, including one of their employees showing up to my home unannounced. Despite me telling that employee and a different one on a phone call that I was not ready to commit to the project, I am now being told that I am in breach of contract and will have to pay the cancellation fee for the project. I receive conflicting information from their agents, telling me that I am outside of the initial 3 day window, while others tell me that they allow clients to cancel outside that window, but it's "too late" for me because they already started work on the project (which they haven't). I never gave consent to start work on the project or start permitting outside of the initial contract, which I only signed because I was explicitly told it was not binding. One of their employees even confirmed that they allow cancellations after the signing of the contract, but I am still being messaged by multiple different employees, including with an invoice for the wrong amount and being threatened to be sent to a collection agency.

  

  Business Response

  Date: 02/23/2023

  In Response to ******************, Solgen Power is open to a resolution that is reasonable for both parties. After further investigation, the customer was made aware of the fact that once the site survey is completed the contract will be officialized. Without the installation of the panels ****************** is still applicable for cancellation, there is a fee associated but once that is paid cancellation is allowed. In regards to the contract, once that is signed that is giving Solgen Power authorization to begin the installation process. That was also explained in his introduction meeting with his Electrical consultant. All of this information is documented on Solgen Power's recorded lines and can be provided upon request. 
  
  If ****************** would like to pursue cancellation, Solgen would like to invite him to call their Customer Support line to begin that process. Additionally, Solgen Power would like to come to a resolution with ****************** to continue trusted business with him. 
  
  Thank you, 
  Solgen Power LLC

• Initial Complaint

  Date:02/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ever since Solgen Power installed the solar panels I have been having problems with my heating system, I noticed that the system was not heating properly and instead of sending warm air into the house I was receiving cold air, (I started to use the electric heater built in the unit) I assumed it could have been because the temperatures outside were extremely low, well below freezing and the system was acting up, Even when we started to warm up outside and we had freezing rain that covered the heat pump I again assumed the heat pump was having a hard time drawing any moisture out of the air but it was not, At this point I called the Tech and told them my problem but they and I just thought it could have been the freezing temperature was causing the problems. I continued to use the electric heat thinking that it was the outside temperature that was affecting the system to produce heat. As temperatures continued to rise well into the 40's and 50's I tried several times to switch back to the heat pump but everytime it just started to send cold air into the house and I would have to go back to using the electric heater. That's when I said I need a tech to come out and do a real check up and see what is going on with the Heat pump system. The Tech found an electrical short with power grounding to the heat pump, even when all power to the unit was shut off to the unit there still was a short. His description is in his report in the invoice. I would like this electrical work to be finished, inspected, with my local electrical company PSE Puget Sound Energy, I would love to get this done but I must first address the electrical problem that has started just after Solgen power installed the solar panels. a week ago a electrician from Solgen came over to address the problem, he found the main circuit breaker connected to the meter was making noises, he said to me that it should not be doing this and it needed replacing. They keep putting it off and passing it around.

  

  Business Response

  Date: 02/13/2023

  In response to **********************. Solgen Power is apologetic and is sorry to hear of his experience. To move ************************** case along, Solgen has reached out to the appropriate departments to get this actioned. Additionally Solgen will provide ********************** communication in regards to this issue. Anything involving electrical work can be tricky and as a company, Solgen Power likes to guarantee premium work is being provided.  Solgen is ready and willing to do everything they can to assist ********************** and they will continue that endeavor. 
  
  Thank you, 
  Solgen Power 

• Initial Complaint

  Date:02/08/2023

  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 signed a contract to have Solgen install solar panels, reroof my house, and update the electrical panel on 4/09/2022. The total for all the work was $40,730 Since installation, I have been trying to get Solgen to come out and fix the damages they did while doing all the updates. In the process of installation, they damaged drywall, siding and left several big messes. Their first attempts at repairs were unsatisfactory. I have chunks of my siding hodgepodged together and a cabinet - that was the recommended repair for the access panel cover per the construction ******* - unusable due to it intersecting the ceiling light fixture. Pictures are attached. I have been working with Solgen since June 2022 to try to get these repairs done and have been incredibly patient, kind, and understanding but at this point, I have no faith that they will actually get fixed. I have had minimal communication at best, and keep getting told to check back in later to see if customer service has gotten a reply from the contracting team. At this point, I feel genuinely taken advantage of. I trusted Solgen would value me as a customer, especially at the high price point. To have to call in every two weeks to a month to get an update and remind them that I am still waiting is incredibly frustrating. Then to get told that they can't escalate it any further and that they are still waiting for a reply is disheartening. I have attached my contact timeline, the contract, roofing scope of work, pictures of the damages, and the work done.

  

  Business Response

  Date: 02/09/2023

  In response to ********************, Solgen Power is exceedingly empathetic towards their situation in regards to the damage. At this time we are working with the appropriate departments in attempt to resolve this issue. Solgen Power will continue to work on this issue till it has been resolved. Additionally, Solgen Power will be working with the customer to coordinate these efforts. 
  
  Thank you, 
  Solgen Power

  Customer Answer

  Date: 02/09/2023

   
  Complaint: 19364059
  
  I am rejecting this response because I have been waiting for a satisfactory resolution for months while being given the run around.  At this point, I don't feel like solgens response gives any solution as I have been told the same thing from customer service and have little faith there will be any real, adequate resolution.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:01/31/2023

  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.

  The Solar panels were installed in 12/15/22. We paid upfront. Installers damaged the gazebo and forgot to leave the electrical schematics. Had to call numerous times everyday to finally get them to drop the schematics. Finally got the paperwork on 1/14/23. The Inspector came 1/24/23. We have to call them again numerous times to get certificate of completion but they are refusing to answer our calls or texts. The customer service agents just take the calls without passing the inquiries onwards. Nobody calls back and you never get the same customer service agent so you have to explain the whole situation over and over again. We feel we are getting the run around. We have not a call back regarding the damaged gazebo. Everytime we call they say they will put the work order since 12/15/22.we are getting very frustrated and feel this company is a fraud. Theyve got our money and they are not delivering and fixing the issues. We are not giving the contact numbers of upper management to have these matters resolved.

  

  Business Response

  Date: 02/01/2023

  At this time Solgen Power is empathetic towards *************** situation. With Solgen taking responsibility for the damage of the gazebo, at this time Solgen Power is coordinating the fixing of the damaged property. *************** is being communicated with from Solgen Power directly to coordinate this effort. Solgen is open and willing to resolve this issue. 

   

  Thank you, 

  Solgen Power LLC

  Customer Answer

  Date: 02/02/2023

   
  Complaint: 18955818
  
  I am rejecting this response because: We have given Slogan Power 1 1/2 month to correct and rectify the damage and the electric schematic situation. We now find out that they have forgotten to put a meter label on the meter as well which will take another couple of weeks. They keep saying that a ticket has been opening and/or it is open case which has been escalated since Dec 15th, 2022. Every time we compromise and agree to give them time to resolve the issue but after that, they don't response. We are the ones who are constantly chasing them instead of them contacting us for an update. They don't even pick up their phones. When they do, it is the same stuff that the matter is being taken care of. We feel we have been given the run around. We have paid for the solar panels in full up front and this is the service we are given. 1 1/2 month we are still waiting to given our solar panel system to work. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 02/12/2023

  In response to ***************, Solgen Power is exceedingly empathetic towards her situation. In efforts to address the issue Solgen Power is continuing to work within their teams to coordinate the fix. Solgen is in communication with the customer and will continue to provide updates. Solgen Power will continue to find resolutions for *************** and will continue all efforts necessary. 
  
  Thank you, 
  Solgen Power LLC

  Customer Answer

  Date: 02/14/2023

   
  Complaint: 18955818
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 02/22/2023

  I am surprised the above complaint has been closed. Sogen Power has not really resolved the issue. ***y keep saying they will work with us and they will contact us again and again. ***n we are told they have closed the case because they thought it was taken care of.  *** electric panel issue has just been resolved, last week. *** Gazebo situation is still up in the air.  We were told they will get back to us with an update but nothing has been done so far and we have not heard anything from them. It has been over 2 months since the 1th December, 2022 and this is bad service.  Can you please help us?

  *** reason why I am still dissatisfied is because our Gazebo has not been fixed as of 2/21/2023. As with the complaint, they keep promising they will get in touch with us. ***y said they will get in touch with the ************** for the parts and have it fixed at no charge to us. It has been going on since December, 2022. Yes, the Solar panel situation has been resolved just last week.  Why is this matter resolved?  We keep trying to call, the customer service representatives keep responding with "we will get in touch with you". We need the Gazebo matter resolved as soon as possible. Can you please help us?

  Thank you
  
  ***************************
  

  
  

  

  Business Response

  Date: 03/22/2023

  To whom it may concern, Solgen Power is still working through ****************** concerns. We have evaluated the damage to the gazebo and as we are unable to repair the damage, we came to the agreement to replace it as a whole. We have ordered and received a new gazebo and this is pending scheduling. We will have our coordinator handling the efforts reach out with an update as soon as possible.

• Initial Complaint

  Date:01/23/2023

  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.

  Solgen Power, LLC refuses to grant ********* ****** to view the product status of the equipment purchased through them. The ** system Solgen installed has a built-in monitoring system from the manufacturer, S-Miles ****** I have been trying for over three months to get Solgen to grant ****** to the equipment I purchased.Employees have told me that they don't want *********s to see the status because they fear it will cause too many support calls. However, as the owner of the equipment I should have complete visibility into the ** system, regardless if they are concerned about support calls. After many emails and phone calls to Solgen (ticket ******), they finally granted me ****** to S-Miles ****** the service from the equipment manufacturer to monitor the system, however, they _specifically_disabled_ the ability to see information at the individual component level. This is the specific information that I have been trying to be able to view. When I asked if they could turn that on, I was told that it is not possible to provide that information, even though I have provided the manufacturer's documentation that specifically shows how to turn that feature on or off. It is a simple mouse click to turn on the feature. This is described on page 15 of the system manual at the link below. **************************************************************************(Webpage)_EN_V202111.pdf I've attached page 15 of the document to this email. It's a simple click of a mouse to turn it on, and it is a feature that was deliberately turned off.My simple request is to provide me ****** to view the performance data specific to the equipment that I have purchased. I'm not looking to change values, just to be able to see _all_the_data_regarding_my_equipment_.This is like buying a car and the dealership tells you, "we installed a dashboard so you can see your speedometer, but you don't need to know anything else about your vehicle's performance."

  

  Business Response

  Date: 01/24/2023

  After looking into this customers account with great detail, Solgen Power can confirm that this customer entered a solar agreement on August 20th, 2022, was installed on October 21st, 2022, and was given permission to turn on his panels on November 2nd, 2022. 
  We understand that this customer is wanting further access to his Homilies system, however, this is something we are unable to accommodate. Contractually, there is no obligation to give customers access to their Hoymiles profile because it is strictly intended for manufacturing and company purposes. 
  To accommodate this customer, we granted him access to the consumer facing profile where he can monitor and track his total production beyond the previously provided tracking platform (Sense App). The further access he is requesting is not available for public view. If additional information is needed, we have processes to support any other inquiries regarding this matter within our customer support teams. 

  Customer Answer

  Date: 01/24/2023

   
  Complaint: 18885185
  
  I am rejecting this response because:

  Aside from trying to prevent unwanted customer interactions, there is no valid reason that Solgen cannot ***** ****** to the **** requested. After reading the contract again, there is nothing stating that this ****** cannot, or more accurately,will not be given.

  As the owner of the equipment, it is important that I be able to view the equipment metrics in entirety, regardless of if it is in the contract or not. If the information I am asking ****** to is intended only for manufacturers and installers, why would Hoymiles document how to ***** ****** to the owner account? Specifically showing how to provide ****** to the owner the ****** tab which displays information at the component level in the **Miles ***** User Guide linked off of the manufacturer's website ***************************************************************************** (pages 16 through 19)?

  Providing ****** to the layout **** page of the dashboard only allows the homeowner to view the metrics and see the performance **** that we were sold on. This provides a transparency that any company should embrace, instead Solgen is hiding critical **** from the owners of the systems that they sell.

  While Solgen seems to be unmoving about giving ****** to the **** on the ****** page, I too shall remain equally as stubborn about requesting ****** to the **** on the ****** page. There is only one resolution to this issue and that is to ***** ****** to the **** of ****** page of the Hoymiles **miles service.

  The resolution is simple for the following reasons:

  1. It does not cost Solgen anything to provide this ******
  2. They've done all the work already; they just need to click a toggle slider in the web interface (a setting which they have already toggled from the default position of, "on" to, "off") to enable it.

  Through the process of trying to get ****** to this ****, I have been nothing but respectful with the company. Solgen, in creating the **miles account and deliberately turning off ****** to the **** that I'm requesting is an insult to my intelligence. Show some respect back and ***** this ******.

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

  

  Business Response

  Date: 02/06/2023

  In response to ****************, Solgen Power LLC is not eligible to provide that feature to our customers. With this in mind, Solgen Power is looking into potential options that can be provided to ****************. We have contacted the proper departments and will be able to submit and receive answer shortly. We are continually empathetic towards ******************** situation and will continually work towards a resolution. 
  
  Thank you, 
  Solgen Power LLC

  Customer Answer

  Date: 03/21/2023

  While I don't buy Solgen Power LLC's explanation stating that they are not authorized to provide the data ****** I'm requesting (Hoymiles documentation shows otherwise) I would like to be ensured that communication remains open regarding this matter. I do not want them to believe that they have won by giving poor excuses and refusing to grant ****** to the product that I have purchased.
  
  Thank you, 
  
  **********************;
  

  
  

• Initial Complaint

  Date:01/16/2023

  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.

  We signed up for solar panels with Solgen in Feb 2022 (installation agreement signed 2/9/22) with a promise that this company had lots of inventory of panels and wouldn't be bogged down by supply chain issues that other companies were experiencing. The agreement says panels will be installed in **** weeks, barring issues outside the company's control. It's now almost a year later and we still do not have panels, AND we've been having to pay monthly payments to the credit union that supplied financing for the last 4 months. Solgen has needed to redo our panel design several times, based on failure to understand/abide by our city's code requirements. And after months of redesigns and newly submitted permits, we finally had their "retrofit" team out on Nov. 15, 2022, only to learn that something with our attic requires yet ANOTHER re-engineer. I don't understand why this issue wasn't noted during the initial site inspection back in Feb. 2022, and no one on the customer service line can tell me. ******************** has reimbursed us for the monthly loan payments for the first two months (oct, nov) after I called, and then failed to send the reimbursement for dec after I called. I just got off the phone with a rep who says she will put us in line for reimbursement for Dec. and Jan. but I have zero faith that either this will happen, or that the panels will be installed and turned on by Feb. I want to cancel this contract and have Solgen re-pay our entire loan ($52k), unless someone can make this right and explain to me how Solgen isn't a complete scam. Having this loan hanging over my head without the goods/services it was meant to cover is not only stressful, but it is affecting my credit and ability to obtain additional loans like a home equity line of credit for other house needs. Solgen sounded like a good company at first, but it's been a nightmare.

  

  Business Response

  Date: 01/20/2023

  After looking into this customers account with great detail, we can confirm that this customer entered a solar agreement on February 10th, 2022. We understand that this customer is frustrated regarding the installation process and the time it is taking to resolve this. 
  We have escalated this to the appropriate department and they have connected with the customer and scheduled her retrofit for January 24th, 2023. 
  A concession request for the customers loan payment for the months of December 2022, January and February 2023 totaling $532.14 has been approved and a check will be mailed next Friday. Please allow up to 4 weeks to receive this check in the mail. 
  We will continue to work with the customer to keep her solar project moving and address any questions or concerns she has along the way. 

  Thank you! 

  Customer Answer

  Date: 01/25/2023

   
  Complaint: 18820678
  
  I am rejecting this response because: a crew finally came yesterday and cut big holes in our roof. We were told today another crew would be by and no one showed up. We are tired of the lack of communication and follow through from Solgen. Until our panels are installed and turned on,  we won't be satisfied. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 02/06/2023

  In response to *************, Solgen Power would like to formally apologize for any delays that have been caused. At this time Solgen Power is working with our team to come to a resolution concerning ***************** concerns.  Additionally we are waiting for confirmation of the check being received. Solgen Power is exceedingly empathetic towards ***************** situation and will continue its endeavor to make things right. 
  
  Thank you, 
  Solgen Power LLC

  Customer Answer

  Date: 02/10/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/05/2023

  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.

  I have been fighting with Solgens customer support since the end of October trying to cancel my project after 2 months of trying to get a simple status update on my project since they skipped some steps that were agreed upon before panel installation, which apparently caused complications no one at their team wanted to deal with. Now they are saying they are unable to cancel my project because they have already installed panels, which they did while I was away from the house on vacation without confirmation with me. A project manager by the name of *********************************** responded to me today (1/4/23) via email saying to cancel the project at this point, after the panels have been installed, this is just not something we can do. On 12/15/22 they sent a ******* by the name of ****** out to inspect issues I had with the job such as unsightly install of junction box, a pillar replace that was supposed to happen **************** install to level the roof, scratches on panels from install, and he noticed a bad install of panel brackets while he was on site. I requested a cancellation after 2 months of being passed from one project manager to another probably talking to 5 different people before *********. The last phone call I spoke to ******************** asked for a cancellation plan because I am not wanting to spend the next 20 years or so of my home ownership dealing with their terrible customer service, and that I was understanding to paying the cost of the roofing materials that would be un-returnable. The solar panels and brackets should still be re-usable for a future project. I was also promised reimbursement for the payments being automatically drawn for the loan on our unfinished project, and havent seen the funds returned nor a check in the mail. My project was supposed to be finished in August and it is now January. This company is unable and unwilling to fulfill promises made and unwilling to cancel a project they are apparently not capable of completing properly.

  

  Business Response

  Date: 01/09/2023

  After looking into this customers account with great detail, we can confirm that he entered a solar agreement on June 13th, 2022 and was installed on September 15th, 2022. This customer has been in contact with our customer support leader and has been working through his concerns. 

  The last communication we had with this customer was on Wednesday, January 4th, 2023. It was stated that we are willing to resolve the issues with his roof, replace and repair the center post, move the electrical panel to the side of the structure, and get the necessary trenching completed. We assured him that we can get these things resolved and have his system up and operational if he was willing to move forward (Please see the attached screenshot of this communication). 
  As of January 9th, 2023, we are still waiting to hear back from the customer. 
  
  Please advise.