Complaints

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

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  Infinity Solar USA

  6919 24th St W Tacoma, WA 98466-5428

  
• 

  Infinity Solar USA

  2730 E Jones Ave Ste 101 Phoenix, AZ 85040

  

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:01/30/2024

  Type:Order 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 entered into a contract with Infinity Solar in June of 2023 for the installation of a new roof and solar system. Despite an initial understanding that the entire process would take around a month, we have encountered persistent delays and a troubling lack of communication.Upon signing the final updated contract, progress abruptly halted. When I proactively reached out, after 4 weeks of no contact, the delay was attributed to a permit issue.After numerous attempts to communicate, we were finally informed of the roof installation schedule. After the roof completion there was a waiting period before solar installation, but it extended beyond the initially communicated timeframe.Infinity Solar eventually commenced the solar installation, assuring completion within 1 to 2 days. However, after the initial 2 days, they declared the installation incomplete, requiring 4 subsequent returns, prompted only by our continual reminders. This process also necessitated days off work for us, using sick/personal time for Infinity's access to our garage.During the last appointment 3 weeks ago, we were told the system was completed, pending a final check. Unfortunately, the solar system remains non-functional, persisting for months. Throughout, we've paid both our full electricity bill to PGE and the solar loan without receiving promised benefits.Despite assurances of contact from Infinity Solar, no follow-up occurs for days/weeks. This lack of responsiveness is causing significant distress, as we are financially committed to a loan for a product that has not delivered as promised.I kindly request prompt attention, with a clear plan to complete the installation and rectify the ongoing issues.

  

  Business Response

  Date: 02/09/2024

  We understand and agree with the customer that the delays on this project are frustrating. This project was more complex in that it required a roof, solar, and battery installation. The coordination of that work can be difficult when dealing with permitting jurisdictions and various field crews. Once the roof was completed, the solar panel installation was not a problem. The battery, however, presented both technical, parts, and commissioning challenges that were exacerbated by the battery manufacturer. We finally worked through those challenges and have been working closely with the customer since the complaint was filed to complete the work. A technician was onsite on 2/9/24 to complete the battery work. Once done, we will coordinate to schedule the inspection. The delays on this project are not the fault of the customer and we will reimburse all loan payments until the system is operational. We will contact the customer to coordinate the reimbursement.

  Customer Answer

  Date: 10/28/2024

  We had a solar system installed by Infinity Solar USA, but the process took an excessive 16 months to complete, with the installation finally being finished on 10/21/2024. During this period, we had to make loan payments for 11 of those months, despite not having an operational solar system. As part of our initial complaint to the BBB, filed on 1/30/2024, Infinity Solar USA responded on 2/09/2024, agreeing to reimburse us for every month that we had to pay both our PGE bill and the loan amount during the delays. They indicated that someone would reach out to coordinate this reimbursement, but no one ever contacted us. Current Issues: We have yet to receive the compensation that was promised. We followed up multiple times but received no response. Although the system is now operational, we have encountered additional problems. Two of our solar panels are not producing any power. We have not been shown how to use the system, and the app provided to monitor it is not functional. We reached out for support regarding the app, but no one has responded. We contacted customer service and the project manager assigned to assist us, but she stopped responding to our texts months ago. Emails to the person who sent us the app link have also gone unanswered. Resolution Requested: We are requesting the following. Immediate reimbursement for the loan payments as previously promised by Infinity Solar USA. Prompt assistance in resolving the technical issues with the non-functioning solar panels. Proper guidance on how to use the system, including help with setting up and accessing the monitoring app.

  Desired Resolution: Contact by business

  

  Business Response

  Date: 11/17/2024

  We apologize for the unusual delay in this project and the communication issues the customer experienced. We have calculated the reimbursement amount and will process it immediately. Our team has also contacted the customer to coordinate a convenient time to go through the system monitoring application and troubleshoot any discrepancies. 

   

  Customer Answer

  Date: 11/29/2024

  This is a follow up on outstanding matters related to my recent interactions with Infinity Solar. On November 6, 2024, I was informed that the company would repair the solar panels, issue a reimbursement check, and provide a contact person to assist with resolving the app issues.

  While the solar panels were successfully repaired and I received the reimbursement form, I have not yet received the promised reimbursement check.

  Additionally, on or around November 21, 2024, a service technician visited to address the app issue. Unfortunately, the technician was unable to resolve the problem and instead provided a phone number for further assistance. I am currently in contact with the person they referred, but as of today, the app is still not functioning as expected.

  

  Business Response

  Date: 12/23/2024

  We apologize for poor communication and the oversight on the reimbursement check. The check was written, but unfortunately it was never mailed. We corrected that and mailed it today, 12/23/24, to arrive in the next day or so depending on the holiday delivery schedule. We also confirmed today that all of the panels are producing as expected. We had several internal communication issues over the last several months that we have since addressed. Should the customer have any further concerns or issues, we are committed to resolving them quickly.

  Customer Answer

  Date: 12/28/2024

   
  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:01/28/2024

  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 was contacted by a door-to-door Salesman (*********************) selling solar. Upon meeting we go over solar costs and says I need to sign loan documents but never discloses anything about my roof needing to be replaced prior to getting solar. It felt like a very rushed process to get me sign and he continues to say this to see if you qualify for the loan. I ask the project manager (******) as well as letting her know that my roof is 20 years old and needs to be replaced. She finally agrees and says that yes it looks like it needs to be replaced. No documents I sign that day include the costs of the roof. ********************* also states that the roof replacement cost with Infinity Solar will be cheaper than ANYWHERE else I go for a new roof. After getting roofing quotes realizing that my budget can only fit a new roof at the time, I let Infinity Solar know that I wont be going forward with solar. 2 months later in December they reach out for $1500 fee that I need to pay because I signed said contract. They NEVER disclose that you needed a new roof which would increase considerably.

  

  Business Response

  Date: 02/09/2024

  After reviewing the project notes, there was some confusion on whether a new roof was needed before installing the solar system. We continued to move the solar project forward through the design and permitting steps while we re-assessed the roof condition. We ultimately determined, with consideration given to the customer's concern, that replacing the roof was prudent. Because that required a new contract, which the customer did not sign, the cancellation fee was not applicable. Our team was following our established collection process on the signed contract we had in the system. This was a unique situation and we sincerely apologize for the confusion and inconvenience to the customer, We will immediately cancel this project with no further collection action.

  Customer Answer

  Date: 02/09/2024

   
  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:01/10/2024

  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.

  Delay in installing: They estimated 1-2 days for installation took more than 4 days due to improper planning; I entered into the contract on Sept 9th, 2023. The system was turned on Oct 16th, ****** of the 27 panels are not working to date: It was reported immediately after installation but it took them several weeks to troubleshoot; I had to make several phone calls for them to act on them. They did attempt to fix it by replacing the one inverter connected to both panels which worked for a couple of days and then stopped working. I made several phone calls to their support center but they don't seem to care to update or resolve the issue.

  

  Business Response

  Date: 01/17/2024

  We installed 27 solar panels, **** kW system, in September 2023. The customer related that 2 of the 27 panels were not producing power. We sent a technician to troubleshoot the panels in December 2023 and believed we had corrected the issue at that time. The customer contacted us again in January relating that panels were again not working. We scheduled a technician for January 15, **** to repair the panels, but had to cancel the service call due to unexpected inclimate weather. We are working to get the repair back on the schedule as soon as the weather improves - we are estimating next week. We are committed to repairing the 2 panels quickly and will work directly with the panel or inverter manufacturer should that be the cause. We apologize for the inconvenience and will do whatever is necessary to correct the issue quickly at no cost to the customer.

• Initial Complaint

  Date:12/01/2023

  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.

  Infinity Solar USA installed a new roof and solar panels at our residence in Snohomish county. The roof installation was of very poor quality and has had many issues, some of which were remedied by the company, but most of the others have not. Recently we found a spot in our ceiling that indicated that there was a leak. We found this odd given that the roof is brand new, so we got into our attic to investigate. We found that one of the roof vents was completely out of its intended location and left a very large opening in the roof.Upon further investigation we found that the roof vent was never properly secured with *********, or anything to hold it in place, so over the 12 months or so since the roof was replaced, it was slowly leaking and during one of the more stormy days, it slid the vent down all the way. This caused damage to dry wall in the attic, as well as signs of mold and wood rot in the ceiling joists. After contacting infinity solar, for warranty repairs, they managed to come out and at least properly install the vent so the leak would stop. However in the three weeks since, they have not responded to multiple attempts at contact for them to come address the remaining issues caused by the improperly installed roof vent.Given a very large list of issues with the roof installation, this leak, and the overall poor customer service and proper attention to detail in finishing the roof job, we are seeking a resolution to have a third party complete the repairs and it be paid by Infinity Solar. We would like to avoid legal proceedings, but if we are unable to, we will investigate hiring a lawyer and pursue legal action against infinity Solar USA

  

  Business Response

  Date: 01/11/2024

  We have been actively working with the customer over the last several weeks to resolve the remaining issues.  We contracted a third party to complete the insulation and mold remediation work on 1/10/24. We are currently working to schedule the drywall repair. 

  Customer Answer

  Date: 01/23/2024

   
  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:10/11/2023

  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.

  I entered into a contract with infinity solar to get solar panels on my house on 10/24/2022. To this day of submission, 10/11/2023, my solar panels have not been hooked up. The solar panels are on the house but not hooked up and functioning. They, for months now have said that the city has not given the permits for the connections and continue pushing it out.

  

  Business Response

  Date: 10/23/2023

  I completely understand, and share, the customer's frustration with the length of this process.  ********** (permitting jurisdiction) requires the utility company to provide an approval letter before they will process the application. We requested the letter from *** on 2/16/23 and stayed actively engaged in follow-up, but didn't receive the letter until 6/19/23. We immediately submitted the application to ********** that same day and continued to follow-up weekly. ********** told ** that they only had 1 reviewer and were significantly backlogged in processing applications. We finally received the permit from ********** on 9/7/23 and completed the required work on 9/19/23. We were working to schedule the final inspection with ********** when the customer indicated he didn't want to proceed. The inspection is one of the final steps the process so this project is just weeks away from being commissioned. We just need to have ********** complete the final inspection.  Since this delay was significantly outside of our normal process, our policy is to reimburse the customer's loan payment until PTO is received. We have been reimbursing the customer, and will continue to do so, until the system is commissioned. We have significant labor and material costs invested in this project, and unfortunately had no control over the *** or ********** timelines. We are also frustrated with the process. We'd like to schedule the final inspections so the customer can begin receiving the benefit of the installed system.

  Customer Answer

  Date: 10/24/2023

   
  Complaint: 20724974
  
  I am rejecting this response because: once I started advising on getting a full refund is when they stated that they could do a final inspection on 10/19/2023. As of today 10/24/2023 I have not had any follow up or what happened to that scheduled appointment. Now, they have been reimbursing me every month for the monthly payment until September and October. When they began making excuses as to why I could not continue getting paid. I contacted several people with no response until I finally said I wanted the whole system canceled is when I got the two months reimbursed. With all this said and done it has now been 363 days and my system is still not hooked up. As mentioned in their response they blame it on permitting. In no county is it going to take close to a year for permitting and would like a full reimbursement.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 11/09/2023

  We have been in recent communication with the customer and are trying to find a mutually agreeable solution to the complaint. To date, the customer has indicated he will only accept a full refund and the system removed. This is a difficult request as there are sunk cost we cannot recover. We are working through the project detail and developing a path forward that we will be communicating to the customer in the next couple of days.

• Initial Complaint

  Date:08/31/2023

  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.

  Date of transaction: 6/8/2022 We made an agreement with Infinity Solar USA to install solar on our house.It is now 8/31/2023 and the solar panels have been installed, but the solar system is still not fully hooked up and working. After installation & receiving payment, they have not finished the job. The system is not working and producing electricity. We have had a horrible time trying to reach them & talk with them, after countless phone calls.

  

  Business Response

  Date: 09/11/2023

  The primary delay on commissioning for this project was driven by the utility company. We resubmitted all of the required documents and are following up weekly. As for the inconsistent communication, the assigned project coordinator left the company in early August and there was a gap in updating the customer from 7/28/23 - 9/1/23 as we worked to replace the position. We have reassigned a new coordinator who has subsequently been in weekly contact with the customer (since 9/1/23) providing updates. In addition, we will continue to reimburse the customer for their loan payments until the system is commissioned.
  

• Initial Complaint

  Date:08/21/2023

  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 bought a solar system from infinity solar USA, from day one 3 panels did not work, a month later they tried to fix them and could not. As of today 8/21/23 they have not tried to get this fixed or contact me about what is going on. Now as of August 19th 2023 19 solar panels do not work and no response from the company as of August 21 2023 @12:30 pm. My wife and I have a $66k loan to pay for the solar system that is not working. I would like my money back and the solar system removed from my house and the roof fixed from the mounting system.

  

  Business Response

  Date: 10/13/2023

  After the installation, we found 3 of the 33 panels were not working. We worked with the inverter manufacturer to troubleshoot the issue and determined that we needed to send a technician to repair the system as it was tripping the system. The work was completed on 9/13/23 and the system is functioning at 100%. After reviewing the notes, it does look like our communication with the customer was inconsistent, even though we were actively working with the manufacturer to resolve the issue. I can understand the frustration and we have done additional training with our customer support team. Our Project Manager did call the customer after the repair to ensure it was resolved to his satisfaction. The customer was not home so we left a message and have not heard anything more. We recently looked at the system production again and confirmed the system is fully functioning.  

• Initial Complaint

  Date:08/17/2023

  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 had a salesman from Infinity Solar come and offer us a quote for solar panels on our home. This is something we had been considering and he told us we could do a site survey and then decide whether or not to move forward. After the site survey my husband and I discussed it and I mentioned to the salesman that we had not decided yet on June 20th. In July I said I would like to wait because we would probably need a new roof in the next 5 years and would consider putting panels up then rather then pay to have them removed and reinstalled. In August I was told by salesman ***************************** that we would owe a 10% fee (***** dollars) because he had already applied for permits. I told him that we never authorized him to move forward and he said that the agreement we signed for the site survey only gave us 3 days to make changes. I had asked him multiple times whether there were any fees and he told me and my husband that we would only be charged if we chose to move forward and there were no fees for the survey. I reread the contract and found the passage in very small print under the price that said that without a response in 3 days they would move forward without our consent. I did not see it even though I read through the document twice and ******* certainly did not inform us of its existence even though we asked. I have messages from June, before they applied for permits, saying we had not made up our minds. I feel that he deliberately kept us on the dark and I do not feel that I should have to pay a huge portion of my monthly income when there were no services rendered. Also of note, I found Infinity Solar on BBB and it had an A+ rating, I now know that this is Infinity Solar USA which I did not realize was a different company

  

  Business Response

  Date: 09/11/2023

  After investigating this complaint, I understand the customer's confusion on the project approval process and not fully understanding our cancellation policy. We did allow for a much longer approval period than what was stated in the contract and have significant costs associated with this project that are not recoverable. However, we have decided to waive the cancellation fee for this customer and close the project.

  Customer Answer

  Date: 09/12/2023

   
  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:06/30/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We signed up to have solar panels installed on our house. A year ago they were installed. At the time of contract we told how much it would cost to have everything installed. Never was it mentioned we would have to hire an electrician to have anything upgraded on our home. 4 months ago we were told in order to sell the excess electricity back to our electric company we needed to do this huge electrical upgrade costing $3500 out of our pocket in order for the panels to do what was told to us by the sales people. We contacted our city Senior Electrical inspection engineer to get a better understanding what we needed. We contacted an electrician told them exactly what we needed. They came and did the updates. Then Infinity Solar came back out to tell us TXNP will not pass the inspection with the update that was done. Offered no explanation no resolution. They just left no follow up. Not sure if they contacted TXNP to come back out. I have sent several emails because at this point I want documentation from them in writing I dont trust anything they say anymore. Yes so for over 7 months nothing was said about any of this and we have been going back and forth for about 4 months now to no resolution in sight. In about a week in will a full year since all this started and I am beyond frustrated. I will never recommend this company to anyone and I probably tell them to run the other way as fast as possible.

  

  Business Response

  Date: 08/08/2023

  This project has been difficult to manage with TNMP and the delays have been frustrating for the customer and us.  The communication from TNMP was not consistent which exacerbated our communication with the customer. We agree our communication was poor and that is not typical of how we service our valued customers. We have used this situation to implement new SOP's to ensure future customers have consistent communication regarding their project status.  We have finally resolved all of the issues and confirmed with TNMP the meter will be swapped on 8/15/23. Once that's complete, we will be able to submit photos to TNMP for meter the update and, since the customer has already passed city inspection, we will be able to fully complete the project.

• Initial Complaint

  Date:04/23/2023

  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.

  Infinity Solar, specifically ***************************** has continuously lied about a solar system purchase and install on both my personal home, as well as my business. First I was mislead by him promising a credit that I could apply to the total of the solar purchase. IE if I paid 100k for a system, I would get a credit of ~30k that could be applied towards the total, making it 70k rather than 100k. This was a blatant lie. I was told I would also be given 18 months to make the choice to use said credits to apply towards the loan, at a reduced rate. If I chose not to use the credits towards the system, after 18 months, the monthly cost would go up substantially. After signing the contracts, I probed more to find out that it was not a credit, but a tax rebate, and that I would have to pay out of pocket to make the loan stay at the 18 month intro rate. After I asked about it, he told me he doesn't tell people that wont get the tax rebate about the tax rebate... Which I also found to be shady. Both of the above are very misleading, and apparently illegal (after consulting a lawyer about the situation). As solar companies are not allowed to give tax advice, which is exactly what he was doing. The residential system was installed the 2nd of sept, and the business was installed the 13th of sept 2022. This started the clock on the 18 month lower payment period.On top of the that, it is now April of 2023, the solar install for my house failed city inspection twice, and has failed the interconnect application 5 more times. The business install is permanently on hold, as they never had someone survey the building to get the trusses inspected, and may have to completely reinstall the system. I am now close to 8 months of the 18 available of reduced rate, and was unable to claim any tax rebates for 2022 as neither system is operational to this day. I have not received any updates or communication whatsoever since march 6th 2023. I have paid 8 payments and received only 6 back.

  

  Business Response

  Date: 05/04/2023

  We understand and share the customer's frustration on the delays associated with both the residential and commercial project. For the commercial project, we did learn after the installation that an engineering structural stamp was required for this project. That information was not communicated to ** in advance of the project so we are working with two different engineering companies to resolve it. We have submitted the information and are waiting on a response to complete the process. For the residential project, we are still waiting on PNM to complete their review before Permission to Operate (PTO) the system is granted. Given their current application volume and inspection timeline, this may still take another 30 days or so before the system will be connected. We have contacted the customer to provide this information and will continue to reimbursement the loan payments until it's fully resolved. 

  Regarding the tax credit, we train our sales team on the program and how to explain it. That training reiterates that we are not tax advisors and cannot provide tax advice to customers as we do not know their individual tax situation. With that said, the 30% federal tax credit can be confusing so we explain it as a credit on their tax liability. That means it's a dollar-for-dollar reduction in the amount of income tax that is owed. We sincerely apologize if the customer misunderstood how the credit is applied, and it is never our intention to mislead our customers. Our objective is to provide the best possible experience to our customer for choosing to install ********************** and that means being transparent and forthcoming on the benefits. We are committed to solve all of these issue for the customer and will continue to work with the appropriate agencies to get both systems operating as expected.

  Customer Answer

  Date: 05/18/2023

  For the commercial project, we did learn after the installation that an engineering structural stamp was required for this project. No one has been to my warehouse from any engineering firm, so if this has been actioned, it has not been actioned to the point of me letting people into my building, or they went to the wrong place. 

   

  For the residential project, we are still waiting on PNM to complete their review before Permission to Operate (PTO) the system is granted. Given their current application volume and inspection timeline, this may still take another 30 days or so before the system will be connected.  This is also 100% incorrect. I called the city, they said most interconnect applications were taking anywhere from 7 to 14 business days. This is the largest issue I have with Infinity, the incompetence. Failing 2 inspections and having to redo the entire electric panel section they installed, "forgetting" to install something that was on the plans and blue prints in the form of the generator switch, and subsequently failing the interconnect application now 7 times does not instill a single bit of confidence. Add to that the complete and utter disregard for communication and transparency and that leave me in a very bad place. 

   

  Going by the cities 7 to 14 business day interconnect app acceptance, the system should have been done by the first app submission date of 11/25 Which I have attached. Even with Infinity's made up 30 days acceptance this 100% should have been completed by December 25th 2022. Instead they failed, and corrections were needed, another 6 times before I filed this complaint. If they are a solar company that does this professionally, how have they failed 2 inspections, and now 7 interconnect applications? In between the time I submitted this and now, I have received yet another letter of denial which I have also attached. How many more times will this system fail inspection? The longer this takes, the less time I have of deferred payments, and the warranty is now almost a year old with not a single use of the system on my house nor business. 

   

  If I sold something to a customer of mine, shipped it to them, and told them not to use it for a year because it needed to be fixed, with a 2 year warranty, and instead failed repeatedly to fix it, and stopped communication all together, do you think that customer would be happy? Do you think they would recommend you to friends and family? Do you think they would be happy with me? I think not. I think my name would be dragged through the mud, and i would lose not only that customer, but every single person they talk to, which in my case is quite a few people. So thats where I am with you guys. 

   

  We have contacted the customer to provide this information and will continue to reimbursement the loan payments until it's fully resolved. There has been no contact from Infinity Solar in any way shape or form since march 6th, so this statement is a flat out fabrication. Even post me submitting this, there has been no communication. I have also not received any more payments since the last disbursal. 

   

  We sincerely apologize if the customer misunderstood how the credit is applied, and it is never our intention to mislead our customers. This statement is also false. The way that this was pitched was far different from the actual process, experience, and results I was expecting including the installation. This is a pretty classic sales tactic, get them in, hustle them for every ***** (notice my loan is only 500 less than the maximum amount they are allowed to finance), then leave them hanging after the money has been taken. 

   

  Thank you

   

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

  

  Business Response

  Date: 05/31/2023

  I understand the customer's frustration completely. I communicated the timeline that was communicated to ** from PNM. We are following up to see where they are in the process so we can complete the installation. It is reasonable to reimburse the customer for loan payments that are being made until it is resolved. I will have **************** reach out to the customer.