Complaints
This profile includes complaints for Infinity Solar USA's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 47 total complaints in the last 3 years.
- 28 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:11/03/2024
Type: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 Infinity Solor USA installed my Solor panels and being charged Each month full cost for the panels plus PGE. My monitor system wont work and I cant see what is going on. They came out and looked at the panels on the side of the hose and found no problem. Then I was told that Infinity Solar has not received any signals from the system either. They promised to send a tech out and I received a call just so they can ask when can they come out. I told them any time soon as possible, the *** said I have next week some time so Ill check what day and call you back,never called back. Now i received a full billing again. Im spending so much more money than ever est 100 to 160 more a month and Infinity cant tell me why. I spent over 2k and no response from the company. I have called for days left messages and used their messaging that they dont respond to.please help! I need out of this misleading trap. They also wont allow a reverse mortgage on my home and I cant find anything in the agreement. Also I have not been able to contact my sales representative either.
Business Response
Date: 11/14/2024
We apologize for the delayed communication with this customer and have implemented a process to improve our responsiveness. We sent a technician to troubleshoot and correct the monitoring issue on 11/6/24. We also processed a reimbursement payment on 11/12/24 to cover the payments while the system was down.Initial Complaint
Date:10/28/2024
Type: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.
My mother is a 67 year old widow who lives alone and has a very difficult time using computers or devices. She needed to have her roof fixed, and someone at Infinity Solar USA managed to convince her that they could fix her roof if she agreed to get solar panels. They told her that the ****** that she paid would be approximately 60% of the project, and had her sign a contract digitally. She was never provided a physical copy of the contract, even though she stated multiple times that she needed one because she cannot use email. She eventually reached out to me for help, and after getting into her email address and reading the contract, it was apparent that what she had signed up for was a project with no limits on the amount it could cost her. She had also been sent a 2nd contract as well already, with a price markup based on a theoretically higher rebate that they said she could get, that only included half amount of the inverters (she never signed this contract). After being fully informed with my help, she did not want to proceed with this project and has been trying to get the refund she's entitled to under the contract for almost a month (what she paid minus 10% of the what the total cost was at signing, because the project was past the CAD being submitted for permitting). She has in good faith emailed, called and even tried to send certified mail (which apparently can't be sent to their business address and has been "forwarded") to cancel and get her refund. Based on what she paid and the cancellation provision of the contract (the fee based on when she is canceling) she should be owed ******* . It took almost a month for someone to call her, but they gave her no details on when or how she can get her money back. She just needs the refund she's entitled to, full stop. I'm submitting this because while they haven't said they refuse to refund her, they're ignoring her and that is essentially the same thing. It's been a month and she needs her money back.Business Response
Date: 11/05/2024
I have instructed my team to cancel the project and refund the customer's payment less the cancellation fee.Customer Answer
Date: 11/26/2024
To date no payment has been received. Refund is still owed, please advise immediately.Business Response
Date: 01/28/2025
We received the complaint referenced above and researched the issue. I believed we had already resolved this issue as I asked our internal team to process the refund for the customer on November 1, 2024; however, after reviewing the notes, we learned that our accounting team inadvertently processed the refund to the wrong customer.
We sincerely apologize for the mistake and we called the customer and arranged for a refund. That was mailed to the customer last week per her direction.Customer Answer
Date: 01/28/2025
Better Business Bureau:
In reference to complaint ID ********, the company has finally provided the **** refund, as such we find that this resolution is satisfactory.Initial Complaint
Date:10/20/2024
Type: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 told the salesman that while I was interested in hearing their pitch and willing to fill out their application form, that I was planning to move within the next 1-2 years so likely would not go ahead at that time with getting solar panels installed and would prefer to wait until after we had moved. The salesman assured that it was just an application as the program was also a financing plan that would be paid through monthly electric bills going forward, and this was essentially a credit check that was required in order to be approved. He explicitly told me when I asked that there was no fee for backing out if I decided not to go ahead. Later they sent their proposal for me to sign which I understood to be the actual contract with their company to go ahead with any work, and I opted not to proceed as I had a few red flags raised from my interactions with the company. The big flag for me was when they claimed to have gotten approval/permits from the "city of *******", but the area that is called ******* is part of unincorporated ************* and there is no actual city of ******* they could have gotten permits from. Any permits or approvals would be through the county and HOA.Several months later they send me a bill for $1500 claiming a cancellation fee, despite that I was assured by the salesman that there was no such fee for simply applying with their company. I found this to be very deceptive and dishonest which has only further reinforced that this is not a company I would ever want to do business with.Business Response
Date: 11/01/2024
After reviewing the notes on this project, we have decided to cancel the project and waive the cancellation fee. We will take no further action and will close the project.Initial Complaint
Date:10/08/2024
Type: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.
My mother had been in the hospital and in a coma for over a month and is at home now currently recovering and this business some how talked this 75 year old women into buying solar panels for her 1974 trailer for 48K. She is elderly and not in her correct state of mind due to her health issues. I am her daughter and just recently found out about this and had my husband call the company to cancel this ridiculous solar panel scam of the elderly. We have not got a confirmation yet that this is canceled. The owner ********* just tells my husband that he will need to call back. I am requesting help to ensure this elderly abuse scam is canceled.Business Response
Date: 10/16/2024
Given this situation, we have cancelled this project and waived the fees. We wish the customer a speedy recovery.Customer Answer
Date: 10/16/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22398353, and find that this resolution is satisfactory to me.
Sincerely,
Michelle Langer On Behalf Of Bettye CoxInitial Complaint
Date:09/23/2024
Type: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.
Solar panels were installed at the end of April. We were told that we would have an app or some way to look at what was being stored/used. reached out to coordinator responded promptly. gave information needed. My husband unable to set up so we asked for additional help. as we were still waiting for city to inspection we were in no hurry. no problem as of yet. On June 17 received email stating coordinator spoke with teams working on our panels to push things quicker. I reach out again on June 26.On Jul 22 i reached out again and then was informed that because my payment date was approaching i could install the app and would be reimbursed for my payment since my panels were not complete. i did install the app and replied to coordinator with no response. On Jul 24 I receive email stating they had received confirmation from permitting that the city of La Marque has begun review and the project timeline should be complete next week. I reached out again by email on Aug 11, no reply. I reached out again by email on Sept 5, no reply. I also called on Sept 5 and left messages on the coordinator phone as well as the main ***** number for someone to call me back, no reply. I have had solar panels on my roof for over 4 months, have been making payments for 3 this coming 1st of the month. and I have still yet to see anyone inspected and finish the set up of these panels. so the only people benefiting from these solar panels is the Texas grid.Business Response
Date: 10/01/2024
We apologize for the delay on this project as we worked through the city requirements. The inspection date is currently scheduled for 10/2/24 which is the final step to operate the system.Initial Complaint
Date:09/18/2024
Type: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.
Infinity Solar installed my solar panels in September 2023, with contract that states that the system will produce 9.2MWh in a year, but at the end of the year till September 2024 - it only produced 6.7MWh. I have been trying to contact them, initially made contact with customer service and provided them all the info they needed. After that it has been more than 3 weeks and I have not heard back from them. I would like them to provide me enough panel that can produce the amount promised in the contract.Business Response
Date: 09/24/2024
I do not see this customer in our system. I searched by name, phone number, and email. Can you please provide the property address so I can confirm Infinity Solar USA was the installer.Customer Answer
Date: 09/25/2024
Complaint: 22306200
I am rejecting this response because:My solar panels were installed by Infinity Solar System (Infinity Energy), and my agreement with them has my wife's name: **** **** on it.
Sincerely,
****** ****Business Response
Date: 10/01/2024
We do not have this project in our system under either name. We are Infinity Solar USA and have never used the name Infinity Energy, nor do we operate in the state of **. If the customer still believes ********************** completed the installation, please provide the full property address.Customer Answer
Date: 10/01/2024
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:08/31/2024
Type: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.
Around or before June 5 2024, Infinity Solar USA replaced all the micro inverters on my solar system that was installed in 2023. After the inverter replacement, one panel has failed to operate since that time. Infinity Solar USA had technicians diagnose a bad panel and they said they would replace it under warranty. It has now been near 3 months and the the panel has not been replaced. Multiple phone calls placed (with messages left) to Infinity Solar USA service number, emails and text sent to the only contact number listed and have had no response from the company.I am trying to get the company to fix and resolve the problem.Business Response
Date: 09/26/2024
We apologize for the delay in getting the panel replaced and the poor communication through the process. The defective panel is under the manufacturer's warranty and we have been following their process to get it replaced. They just confirmed the *** was approved and are shipping a new panel to our warehouse. Our repair team has contacted the customer with an initial update and will schedule the repair as soon as we have shipping confirmation and an estimated delivery date. We expect this to be fully resolved in the next week or so.Customer Answer
Date: 10/02/2024
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 at this time.However, I am still waiting for confirmation of the replacement panel has been sent and a crew ready to install and test it.
Sincerely,
**** ********Initial Complaint
Date:08/14/2024
Type: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 wish to ****** a contract for work that has not been started. I am 88 years old I did not realize the amount to be charged is $41,888.85. My daughter was present at the time and ssais she did not hear that amount either. I have been sent an email from a lender :TML International, dba Infinity Group Loan # *******. They say they cannot identify the loan. Their phone # is ************Business Response
Date: 08/19/2024
We have noted the cancellation and closed the project.Customer Answer
Date: 08/21/2024
Complaint: 22144071
I am rejecting this response because: I am concerned that I will be billed a cancellation fee. ******, who works in the office, informed me that fees may be around $1500.00. I also have a voice mail from ******, saying the fee could be larger depending on other factors. Could I get something in writing , or mail or text that there will be no cancelation fees? I have the phone numbers for ****** and for ****** if you need them.
Sincerely,
******* ******Customer Answer
Date: 09/17/2024
I have not received any further billing from Infinity Solar. Can I be assured that I will not receive billing at a future date? ******* ******Initial Complaint
Date:08/07/2024
Type: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.
Installed solar array with this company last year. Some of the panels went down in May. We discovered and reported the issue in July. The company sent out a crew a few days later to determine that the issue was the inverters and said they would be back later that week to replace them. That was 3 weeks ago and nobody has contacted us since. I've tried all their posted numbers and emails to get a hold of them, but nobody is returning any of my contact. Now the phone number I'm calling from their website is just saying the call can't be completed. I like the panels, but can't get a hold of this business anymore and would really like to get our array back to full capacity. I even went so far as to contact the inverter manufacturer and they said that the company hadn't opened any kind of service ticket for our home with them. I'm suspecting they have gone out of business, but didn't both to tell anyone.Business Response
Date: 08/19/2024
I apologize to the customer for not replying. We recently switched phone services and the new platform did not import our main number so it was telling incoming callers that the phone was disconnected. This has since been resolved. We sent a technician to the customer's home and completed the repairs on August 12, 2024. I believe we have resolved the customer's issue.Customer Answer
Date: 08/19/2024
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. The business sent a technician team out to resolve the issue.
Sincerely,
***********************************Initial Complaint
Date:07/31/2024
Type: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 contacted Infinity Solar by telephone on 6/6/2024 because 2 of our solar panels appeared to be not functioning. These panels are covered by a ten year warranty from Infinity and are still well within the warranty period. Representatives from Infinity came out on 6/21/2024 and confirmed that the inverter was not working correctly and would need to replaced. I was assured they would get me on the schedule to replace the bad inverter. Since that time, I have called 5 times and left messages asking when I would hear from someone regarding this issue. No one calls back. This has been very frustrating and the company is clearly nonresponsive.Business Response
Date: 08/19/2024
I apologize for the communication issue and the inverter replacement delay. The warranty for the inverter is covered by the manufacturer so we are required to work through them on getting a replacement. I have instructed my team to contact the customer immediately with an update from the manufacturer on the timing and scheduled repair of the inverter.Customer Answer
Date: 08/24/2024
Complaint: 22073144
I am rejecting this response because: I have not had any communication from this business. If it truly were as simple as their response would indicate, they could have called me 2 months ago or answered any one of my last six phone calls and told me this information. I will need to know a specific date by which this issue will be resolved. And I will need to be contacted directly from a supervisor who works for this business.
Sincerely,
****** ******Business Response
Date: 09/24/2024
Based on the notes and photos in the project record, it looks like the inverter was replaced on 9/13/24. We had difficulty with the manufacturer in sending a replacement, and I sincerely apologize for the lack of consistent communication. We have increased our staff significantly in recent weeks to address the communication challenges we've had due to the increased project volume.
Customer Answer
Date: 10/02/2024
This case has not been resolved. I did miss the deadline to respond, however, it is not resolved.
I had asked for 2 things in my last update. Neither have occurred. I asked for a date by which repairs would be made. The company did show up here on 9/13 and replaced parts on panels that they said were inoperable. However, they did not repair the 2 panels that I reported to them in June that were not working. I asked that a supervisor from Infinity call me. I have not received a call.
I did call the company yesterday to report that the panels were still not working (since June). I had to leave a message as no one answered the phone. A representative called me back and said they would elevate my message to the person who was in charge of my case and someone would call me back.
Thank you,
****** ******
Business Response
Date: 11/05/2024
Our monitoring and repair team assessed the panels and inverters in question and determined the issue is caused by shading. This is a common occurrence with all systems and it appears the panels are producing as expected. We contacted the customer and explained the cause of the production variance.Customer Answer
Date: 11/06/2024
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,
****** ******
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