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:02/06/2023

  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.

  On 6/28/2022 we signed a solar installation agreement with Infinity Solar USA for installation of a residential solar system.After numerous delays and problems (documentation attached), system was considered "installed" per Infinity's agreement on 12/9/2022. Final contract payment was made to Infinity on 12/19/2022. At the time of final payment, we were told that the Project Manager would contact us to finish up the work remaining. Because this company has been extremely difficult to work with and is non-responsive, we sent a certified letter to the company on 12/27/2022. Letter was received by Infinity on 1/3/2023. With the history of the project and all the work still remaining to be done, we asked for Infinity to repair damaged items or reimburse us to repair damaged items and that we be notified in writing the schedule for completion of the solar system (meaning that the system is fully operational). We requested a reply within 30 days from receipt of certified letter (copy attached).2/6/2033 - We have heard nothing from Infinity since 12/19/2022 when final contract payment was made.We want to have this project completed and operational.

  

  Business Response

  Date: 03/01/2023

  This has been a difficult project and we have been working to correct the issues described by the customer. The trenching was complicated due to the unexpected rock we encountered while doing the work. This required additional tools that needed to be brought onsite. We have subsequently been working with the governing jurisdiction on inspecting the completed work which also has delayed the project. 

  To date, we have repaired all of the damage caused by the trenching work and are waiting for final inspection. After reviewing the project file, it's clear our communication has been inconsistent and we are addressing this with our internal team. We pride ourselves on providing the highest level of support and service to our customers which did not happen in this situation. We will continue to work closely with the customer and the governing jurisdiction to complete the final stages of the project.

  Customer Answer

  Date: 03/02/2023

   
  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:12/05/2022

  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.

  This is about the solar installation service, Infinity solar USA sales person have talked with me and I was the eager to go with solar, in the financial stage I did ask about the interest rate, I believe I heared it was zero interest rate, but in the fianal paper work I was changed to ****% which was not pointed out when he sent the paperwork. and I was miss leaded to sign that. Besides that, the infinity solar usa gets slow supporting response. And the telephone waiting is a kind fake , or no answer all the time.And the laging time between the bill is need to pay the monthly loan and the system Begin to work is almost 2 months, in other words, I need to pay the loan bill but the system still not working for 2months.That is ridiculous!Overall this is not an honest business at all.

  

  Business Response

  Date: 12/06/2022

  The customer purchased the ********************** system in August and the installation was complete in October with PTO received in November. During the meeting with our sales consultant, the ****% interest rate was clearly highlighted on three separate documents: The proposal, the installation agreement, and the loan document. All of which were signed by the customer. We work with several lenders, who offer a variety of loan products so that the homeowner can make an informed decision on which loan best meets their individual needs. At the time, the ****% interest rate was very competitive. In addition to the low interest rate, we were running a summer promotion where we discounted the entire system 3% which was a significant reduction in the cost. The customer also qualified for a 30% federal tax credit. The delay in receiving PTO was caused primarily by the the permitting jurisdiction requirement in that area. Even though the delay was outside our control, we have a policy to cover the first month loan payment for our customers should it take longer than 45 days to receive PTO. Our intent is always to provide the highest level of service and support for our valued customers. In this situation, system and loan detail were clearly highlighted on the document and the installation time was within a normal timeline. We were extremely busy during the summer months and did experience slow response times to some customer inquiries. We immediately addressed that issue by reassigning additional people to field incoming calls and emails.

  Customer Answer

  Date: 12/13/2022

   
  Complaint: ********
  
  
  
  In regarding #********, I don't agree with the business response. I clealy asked if the interest is zero , the answer was "yes".  the seller obviously not honest and tried to sell  in a rush.  Yes I mistakenly trust the business and sign the paperwork but he definitely didn't point out the interest is ****% to me!
  

  
  

   

• Initial Complaint

  Date:09/30/2022

  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.

  I have had solar panels installed on my roof since June. They are still not turned on because Infinity has not been able to schedule an inspection. I have continuously reached out to Infinity and have received extremely poor communication. I was told they would reimburse me for any solar bills that I had to pay if the system was not turned on within 45 days. The first bill was reimbursed. I sent a second one almost a month ago and have followed up multiple times and have received no response at all. I was finally put on the schedule for the inspection and was specifically told by Infinity it would be between 8am and 12pm. The electrician called me and told me they can't control the time. This has been extremely frustrating as I spent a lot of money on this system and Infinity is unorganized, unresponsive and unprofessional.

  

  Business Response

  Date: 10/12/2022

  The inconsistent/poor communication issue was disappointing to hear and is not aligned with Infinity Solar USA core values.  Unfortunately for this customer, we were experiencing some internal challenges with our operations team at that time which resulted in communication delays for some customers. We have since addressed these issues and believe we are back to normal operations and communication. In addition, communication is generally difficult in this customer's local area due to the coordination requirement and complexity of the inspection scheduling process for that jurisdiction. As for the project itself, the final inspection was conducted on 9/30 and the inspector required a main panel upgrade (MPU) be done before approving the completion of the project. This was not originally required by the permitting jurisdiction so we were required to get a new permit to complete the project. We received the new permit on 10/7 and have scheduled the final electrical work to be completed on 10/14.  We have also reimbursed the customer for their loan payment and will continue to do that until the project is complete.

• Initial Complaint

  Date:09/01/2022

  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.

  Solar was installed 6/30/22. Solar was finally turned on 7/29/22. Its 9/1/22 and I havent been able to get anyone to come hook up the monitoring system. I havent actually seen us producing energy. Im not even sure if this is a legit company or if weve been scammed. We were supposed to get a refund of our first payment because of slow service. That was supposed to be mailed out 8/3/22, we have yet to receive this payment.

  

  Business Response

  Date: 09/07/2022

  We had an internal issue that slowed our response time to the customer and have subsequently corrected it. We do not anticipate any further issues helping customers with their monitoring system in a timely manner. We did confirm the customer has been producing energy since the system was installed even though we were unable to see it. The monitoring issue was resolved on 9/7/22 and the customer now has visibility to the panel production. We are also sending reimbursement of the first payment for the inconvenience and delay.

  Customer Answer

  Date: 09/07/2022

   
  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:08/29/2022

  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.

  In January 2022, we reached out to a few solar companies to get bids and immediately Infinity Solar called me back and within a couple weeks we signed a contract with them for a 23 Silfab 360nx 8.28 kw system, which when installation happened, they ended up revising to a 22 Silfab 380w 8.36 kw system. During the process, they also made a small electrical change and switching up the microinverters. Install was completed in March with no major issues and theoretically paperwork for inspection was sent 03/25. After some back and forth communication, and a mix up on their side, inspection was was set and happened 04/29. After the inspection, between 04/29 and mid-June, I reached out via text (how we established communication) 6 times to confirm paperwork in and letting them know we hadn't heard from PGE. June 6th, Infinity "re-submitted" the paperwork and within a week PGE came out and set up the bi-way connection. Immediately after our connection was live and we could view our solar production in the app, I reached out to let them know we had 3 dud panels and the system was and still is not producing near the energy we we were promised in the proposal and contract. I reached out 4 times communicating this, at which point a repair person was supposed to come by but no-showed, which I communicated. I reached out another 4 times via text to see when someone would be out, when finally I was re-directed to a general email, which I've since emailed 3 times and have had NO RESPONSE. To this day, our system has not produced more than 6 kw/hr, even on the brightest, hottest 100+ degree days, and it is clear on the app that everything is not working. We are 5 months post-install, almost through the best power collecting months and I cannot get anyone out here to assess and fix the solar system we purchased for $25k.

  

  Business Response

  Date: 09/06/2022

  We communicated with the customer after receiving notification of the complaint on 8/29/22 and sent a service team to replaced a faulty panel on 9/1/22. The system is operational, but there are two panels that have delayed production compared to the other panels. Full production is registering later in the morning so we are monitoring them to determine if it's a communication issue within the monitoring system or something else. We will continue work closely with the customer and schedule a service team to troubleshoot onsite with our monitoring specialist to resolve the issue if needed.