Complaints

This profile includes complaints for A & R Solar's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  A & R Solar

  9700 Martin Luther King Jr Way S Seattle, WA 98118

• 

  A & R Solar

  19636 SW 90th Court Building 4 Tualatin, OR 97062

• 

  A & R Solar

  6800 NE 59th Pl Portland, OR 97218-2714

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:10/10/2024

  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.

  A&R Solar installed a large ground mounted solar array about 5 years ago. We have 1 new problem and 1 ongoing problem. I would advise anyone considering doing business with A&R to read about this and consider alternatives. I have also filed a complaint with ***********************The most recent issue is warranty on the solar panels. 4 panels are "shattered" - at least the top layer of glass. No idea what happened. There are impact marks on 2 of the panels, but not the others. My guess is hail, but it is not definitive and could very well be a manufacturing defect. A&R Solar provides 2 warranties... the 12 year panel warranty, and a 10 year A&R Solar business warranty (that they claim covers everything). They are now claiming this is not a covered item, but their 1" binder of material they provided upon installation does not include any exclusions for this. A&R Solar should warranty the panels and replace them...My bigger (and ongoing) problem is that the production output of the entire array has NEVER met its annual production goal. They promised (and provided a guaranty) to provide X kW hrs a year, but i have been below that every single year. They have written checks to cover the difference (but only when i prod them), but this only lasts for 10 years. The CONCERN is A&R didn't do something correct on installation resulting in sub par performance. Obviously i trust the installer to install a system to meet the specs. And I chose them vs other installer options based on their commitments and their pricing. I would advise people that are considering A&R as their installer to look at other options, or at least push them on their warranty and production claims, because it is not going well for us.

  Business Response

  Date: 10/21/2024

  Dear Better Business Bureau,

  
  Thank you for the opportunity to respond to Mr. ******* concerns. We take all customer feedback seriously and are committed to addressing these issues thoroughly.

  
  Warranty Coverage for Solar Panels:

  Regarding the claim of shattered solar panels, we would like to clarify that physical damage, including impacts likely caused by external forces such as hail, is not covered under either the manufacturers warranty or A&R Solars workmanship warranty. Manufacturing defects are covered under the manufacturers warranty, and if there were any indication that the damage was due to a defect, we would assist in filing a claim. However, the visible impact marks on some panels suggest external forces as the cause, which falls outside warranty coverage.

  
  System Production Output:
  Mr. ***** also raised concerns regarding the systems production output not meeting the annual goal. A&R Solar has consistently honored the production guarantee by providing financial compensation for any shortfall, as stipulated in the contract. This 10-year performance guarantee is in place to ensure our customers are compensated for any production deficits, and we will continue to honor this commitment for the remainder of the agreed period. Energy production can be influenced by factors such as weather patterns and system maintenance, but we understand Mr. ****** concerns regarding potential installation-related issues. In addition, production monitoring shows annual production for the 2021 calendar year above the quoted estimate.  

  
  To ensure that every aspect of the system is performing optimally, we have scheduled a comprehensive on-site review of the system for November 11th or November 12th, 2024. During this assessment, we will thoroughly inspect the installation and the overall system to identify any possible improvements or areas of concern.

  
  Conclusion:
  A&R Solar is committed to maintaining a high level of service and transparency with all customers. We have always worked to resolve any issues raised by Mr. ***** and will continue to do so. We look forward to addressing his concerns further during the scheduled review and ensuring his system operates as expected.
  

  
  

• Initial Complaint

  Date:08/21/2024

  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.

  7/26, Mtng. ****************************************************************************/ proposal.Dep. 2,570.20 7/29 dep. rec. Inv.9950 Auth. M50232936026 Cell no. ************ 8/1, got email, bal due17,991.40 Canceled 8-1-24 ***** called ******, cancelled order.****** said refund takes 7 business days. We waited 10 business days. No refund in acct.***** called ******, 8-19-24. ****** said we will get an email by 8/23/24 to fill out form to submit for refund, then it takes 10 days for refund to be deposited into acct.

  Business Response

  Date: 09/03/2024

  Hi there!

  We're sorry for your experience. We dropped the check in the mail on Thursday, Aug. 29th. Please allow for a few days to reach your mailbox!

  Sorry that going solar didn't work out for you this time! 

• Initial Complaint

  Date:08/01/2024

  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.

  2 Oct 2024 I signed a contract with A-R Solar for a rental property. I paid the down payment after that. I was waiting to sell a house to finish the contract, it didn't sell for months and that delayed it.I found that while doing my taxes this year that rental properties never get the 30% tax credits. 7 July '24, I emailed **************** of A-R, that I was cancelling the contract and explained why.17 July, after hearing nothing, I emailed **** again, and ************************* of A-R that I am canceling the contract and want a refund.

  Business Response

  Date: 08/14/2024

  
  Dear *****,
  
  Thank you for reaching out to us regarding your concerns, and I apologize for any frustration this situation has caused. We understand how important clear communication and prompt responses are, especially when it comes to significant investments like solar installations.
  
  To summarize our interactions over the past year:
  --On October 2, 2023, you signed a proposal with A&R Solar.
  --On October 19, 2023, you contacted us to put the project on hold due to a potential home sale.
  --On November 20, 2023, you emailed to follow up on the solar project.
  --On November 21, 2023, our representative, ***********************, attempted to reach you via phone twice and also sent you an email but did not receive a response.
  --On May 8, 2024, **** noted that despite his repeated efforts to contact you, we were unable to confirm whether the project was still on hold or if you wished to cancel.
  --On July 2, 2024, there was still no response to our outreach efforts.
  --On July 12, 2024, ***** last day with A&R Solar, there had been no additional contact from our side.
  
  On August 1, 2024, our Sales Manager, *********************, initiated the cancellation process. Unfortunately, there was a delay due to incorrect cancellation amounts, which required us to redo the cancellation agreement. The updated agreement was sent to our Accounting team on August 12, 2024.
  
  **** spoke with you on Monday, August 12, to inform you that you would receive the cancellation agreement by the end of that week. As discussed, we ask that you review and sign the agreement, after which we will issue your refund. Please note that this will be a partial refund to cover the costs for some work weve already completed on your project. The refund will be issued via check and should arrive within 2-3 weeks once the agreement is countersigned.
  
  We appreciate your understanding and are committed to resolving this matter as smoothly and quickly as possible. If you have any further questions or concerns, please dont hesitate to reach out to us.
  
  Thank you for your patience.

  Customer Answer

  Date: 08/26/2024

  A woman from A  R solar called me last Wednesday, I think, from A R solar.

   

  She said after I sign a cancellation contract, they will refund.

   

  I haven't gotten anything.  When I signed the contract, I was sent an email attachment that I had to print and mail.

   

  Thank you,

  ***********************

  Business Response

  Date: 08/27/2024

  Hi there -

  We're sorry for the miscommunication, but we have sent you the paperwork on three different occasions.

  Since you're having a hard time finding that in your email (these things happen sometimes!), we are going to bypass the paperwork and cut a refund check tomorrow. Please allow until the end of next week to receive it in the mail.

  We wish you the best!