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:05/26/2025

  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.

  The details are in the below attachment -

  

  Business Response

  Date: 05/27/2025

  Hi *** *******,
  According to our agreement, Fusion has fulfilled all obligations outlined in the contract. Your system has been installed and is properly producing energy as expected.
  Regarding your questions about financing and interest charges, please contact your lender directly. While Fusion installed your system, the terms of your financing are managed by your lender and will need to be addressed with them.

  Customer Answer

  Date: 05/27/2025

  Our complaint does not mention the financing issue or interest that Mr. ******** promised to pay.  Our complaint is for the $2,050 for the ** Charger Reward that we did not receive.  The only choice with the BBB form that we saw was "refund".  We are only requesting the $2,050.00 Reward that we did not receive, not a refund of our loan for the solar.   

  

  Business Response

  Date: 05/29/2025

  We understand your concern and take any claim of miscommunication seriously. While our records indicate that all contractual obligations were fulfilled and your system is operating properly, we are happy to look into any specific claims regarding what was represented to you during the sales process.

• Initial Complaint

  Date:04/21/2025

  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.

  had fusion power install solar panels multi of times an every time the installers come out to do something they mess it up. I paid about $111,000for solar to be off the grid in the last two years, and i do not have back up power yet if the power goes off. In the last two weeks i have had calls into them with no answer , messages in to them with no one returning my calls or messages, of have been put on hold and waited till call is dropped. Had a trouble shooter come out from the company 2 weeks ago and said the 2 install managers would be out in a week to fix the problem. Not seen or heard from anyone in the company yet. I have been fighting repairs for the last two years to have things right and now i have no other alternative to go. I would like it repaired and fixed or my money back. I am at my wits end.

  

  Business Response

  Date: 04/22/2025

  Hi Mr. ******************* style="font-size: 0.875rem;">I see in our records we have gotten in touch with you and have set up the issue to be settled next Tuesday, April 29th. Thank you for bringing this to our attention and letting us resolve this issue for you.

• Initial Complaint

  Date:03/26/2025

  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 had a representative ******* promote a "model home" experience for solar panels in which I would pay a price for production, offsetting my electricity bill. What really happened, apparently, is that I was completely misled and lied to resulting in a 25 year $40K obligation with a ****************** of ************* of which I will not live to fulfill. There is absolutely no offset to my utility bill so no benefit has been received. I have only devalued my newly constructed home (***** stated this would raise my value and make my property more attractive to buyers when I sell), voided my roof warranty, (although I was to get 30 years per ******* and I would receive credits on my Entergy bill instead of owing anything. All FALSE!FRAUD! I only recently understood the magnitude of this transaction and found out by accident that I was in a lease contract for solar panels for 25 years. This type of bait and switch should be criminal. An attorney explained that I can steal a candy bar and it be criminal but solar sellers can rob anyone blind with no penalty what do ever. Starting here but taking this to the very top! Do NOT BUY SOLAR FROM ANYONE!!!! IT IS A SCAM!!!!

  

  Business Response

  Date: 04/15/2025

  Thank you for reaching out and sharing your concerns with us. We truly understand your frustration and want you to know that we take all customer feedback seriously.
  After reviewing our records, we did not find any prior communication from you regarding this matter aside from your recent message. That said, were here to help and would be happy to walk you through the details of the ******* agreement you signed on November 3, 2023, which includes the contract terms and monthly payment information.
  While we do partner with ******* for financing, they are an independent company and manage their own leasing and payment agreementssimilar to how financing works when purchasing a vehicle. Because of this, we do not have the authority to modify or terminate financing terms on your behalf.
  We recommend reaching out to ******* directly for any questions about changes to your agreement. They are best equipped to review your case and explore possible resolutions.
  If youd like assistance understanding your contract or have any additional questions, please dont hesitate to call us at ************. Were more than happy to help however we can.

• Initial Complaint

  Date:02/28/2025

  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.

  Fusion power claimed that roof was in great shape and approval was given to install panels.02/28/2025 roof was inspected and found damage to beams caused by Fusion power during install of solar panels. It was noted that there was significant damage to home from leaks and solar panels should not have been installed at all until roof was fixed. I now have solar panels on my roof, beams that were not drilled through properly and are cracked, water leakage through drill site's. I want my panels removed and to be out of this contract.

  

  Business Response

  Date: 03/17/2025

  Thank you for reaching out and sharing your concerns. We take customer feedback seriously and want to ensure that we review your situation thoroughly.
  Regarding the financial details of your solar system, the agreement you signed outlines the tax credit as a potential benefit, which is dependent on individual tax liability. We understand that tax incentives can be complex, and we encourage all customers to consult a tax professional before applying them to their financial planning. Additionally, electric bill reductions depend on utility company policies. While solar helps offset energy costs, most utility companies, including ED3, still charge minimum service fees and do not always offer direct rebates for excess energy sent to the grid.
  Concerning your roof, if you have documentation regarding damage caused by the installation, we are happy to review it and work toward a resolution.
  While your contract remains valid, we are open to discussing possible next steps. Please provide any inspection reports or supporting documentation so we can assess the situation further. We are committed to addressing legitimate concerns in a fair and professional manner.

• Initial Complaint

  Date:02/16/2025

  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.

  9-22-2023. There was a lot of misrepresentation of promises given to me day one from the salesperson. When he came to my house to discuss getting solar, I told him that I was disabled and on a fixed income. And that I keep my power usage low and told him what my bills were then. And after he did a bunch of things on his computer, he told me that my electric bill charge would be at a set $75 a month and that it would be taken out of my bank. And that I would not be getting a bill from A.P.S, just from their company. I told him my bill wasn't that much to begin with, and he told me that there was a 20% increase coming up from ***. But my bill would stay at $75. being as that was the average kilowatt usage I had. And that I would have plenty unused kilowatt hours left that I would get a check for that at the end of the year. Well I was in shock when some months later I get a paper bill from *** as well as a TURN OFF notice for non payment. I called APS they set me up on a payment plan to pay the months I missed. I called Fusion when I couldn't get a hold of the salesperson, and got hung up on several times. There were issues with the install as well, they hit a wire when putting up the new breaker box. They told me that it was fixed but failed to check it, it wasn't until they were gone that I noticed my whole kitchens power was off all day including my deep freezer. A ******* had to come from ******** and replace the blown breaker. Now I have a $75 payment on top of my APS bill with late charges. As well as finding out they didn't put up enough panels to even justify getting it to begin with. Then I get a call asking how I like my solar so far, so I told them I don't at all. And don't like the way I was treated, she put me in touch with a manager who said that he thought they would help. Then was told they wouldn't make it right. Now do I go to the Company and ask them to remove the system or ask for the other panels but keep my bill at $75.00 as agreed on

  

  Business Response

  Date: 02/25/2025

  We appreciate you reaching out and understand how frustrating this situation has been for you. To clarify, Fusion Power is solely the installation and service provider for your solar system. We were not involved in the sales process or the financial agreements made by the third-party sales organization.
  While we cannot modify the terms of your agreement, we are committed to ensuring your system is operating as designed. If you have concerns about system performance or panel production, we are happy to review your system and verify that it is functioning properly.

• Initial Complaint

  Date:02/09/2025

  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.

  January 2024 Solicited by door to door salesman for free solar installation on my home.Agreed to have them install after explanation of terms of agreement.About two months after that agreement they came out to install the panels.Maybe another two months after the panel installation, someone came to put meters and box on the wall next to the power meter. At that time they dug a hole in our trash receptacle storage area and left a pile of dirt outside our wall on the common area grounds and removed trash receptacles to my ********** November my neighbor who is part of the board of our HOA called the company to complain about the pile of dirt in the common area and their lack of response to my requests to get this installation completed. This was in November and the next working day a contractor arrived to install the concrete box in the ground in the trash receptacle area. They still left a gaping hole in that area that needs to be filled. Since then nothing has been done. This is now going on 13 months with a hole in the trash receptacle area and pile of dirt in the common grounds and still not connected to the house. Company always says it is the power company **************** Power) holding up the final installation. I don't believe it. I also asked them to remove the panels, repair the roof and clean up the area they disturbed. They did not respond. I am at my wits end with this company.

  

  Business Response

  Date: 02/25/2025

  We appreciate you reaching out and understand your frustration with the delays. To clarify, Fusion Power is responsible for the installation and service of your solar system, while the final connection is dependent on *************** Powers approval process.
  As of last Thursday, we have completed the main panel upgrade. Next, we will be sending a team to hang the solar equipment, and they should be able to begin filling the hole in the ground during this process. We sincerely apologize for any inconvenience this has caused and appreciate your patience as we work toward finalizing your installation.
  If you have any additional concerns or would like an update, please feel free to contact our support team.

• Initial Complaint

  Date:12/23/2024

  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.

  Paid $22k for a rooftop solar system installed August 2024. Salesman told us the only extra fees SRP charges is an extra $12.50 to our monthly service charge. Our bills are now almost double what they were for the same time period of last year due to ***'s demand charges for solar customers. The system completely crashed twice in the first week and was non-functional for 10 days. When I received my bill it was almost double, I called Fusion Power and asked why it was so high. They advised that *** has a demand charge, since the system was not working for 10 days the charge was almost $200. The manager ***** said he would reimburse us for that demand charge, which I was satisfied with. We received our October bill and it had a $200 demand charge as well, so I called SRP to figure out what it was and was told that they take the highest 30 minutes of usage during the on-peak hours and we pay that rate for all of the usage that we have for the month which results in the extra demand charge. When we were sold the system, the sales person not only did not advise us of this, he also said things like "the more power that you use the lower your bill will be" and "my kids leave the door open during the summer all of the time and I don't worry about it, I have a large 2-story house and my bill was $90 in August". Prior to meeting with the sales *** I sent him our SRP bills for the prior year and he commented how low our usage was, so he knew the solar system would result in higher bills for us and that's why he didn't tell us, he knew he would have lost the sale. I have asked why they sold us a system that results in higher bills and have requested they take the system back and refund our money or make ***arations so we have a system that generates enough power to resolve this issue. They have ignored my ***eated emails and calls. I would like the system removed and a full refund.

  

  Business Response

  Date: 12/27/2024

  We did install a system that was commissioned on 8/30/24. We fulfilled our obligation. We did engage in multiple client education discussions regarding the ***************** System load controller that will help prevent her from consuming too much power from the grid in too short of a time. This requires some cycling of devices to moderate the power consumption. This was explained in the sales process and on several occasions afterwards. We have offered to remove the *** device and refund the money. But she has also been told that this will not likely result in and savings on the utility bill as it will then subject her to higher demand charges. Changing rate plans will also reduce any savings. 

  Customer Answer

  Date: 01/02/2025

  This response is just more untruths. Their sales representative unequivocally did NOT mention the *** demand charges or their ***************** system, what they failed to explain in their response is the device prevents us from using only our clothes dryer during ***'s peak hours. We have never and will never use our clothes dryer during the peak hours, we only do laundry on weekends when we are not working. They did suggest adding our A/C to it, but of course that is ludicrous; we didn't pay $22,000 for solar to have to turn our A/C off from 2-8pm in the summer! That device did nothing for us, and had it been explained to us during the sales presentation that's exactly what I would have told him! Their reply says they have offered to remove the device and offer a refund, ANOTHER LIE! I called and asked how much we were charged for the device and was told about $2,000. I then asked if it was removed would I get that money refunded to me. ****** said I would get refunded. I then received an email from **** saying they removed the device at my request "against their better judgement" and I would not be given the $2,000 refund, but he could offer a $500 customer satisfaction payment. Our issue is not that we are consuming too much power from the grid as **** states (typical daily usage is under 3 kw) it is that they used deceitful business tactics. We have always been responsible with our energy usage and had a solar system on our previous home with great success, before *** was charging these outrageous demand charges. Paying $22,000 for a solar system for people who don't use much power in the first place doesn't make financial sense, and we would not have purchased the system from them. I have asked **** for a detailed bill to show where the ***************** System was listed, and he refused. There is no mention whatsoever of the ***************** System or demand charges anywhere, including on the sales contract.

  

  Business Response

  Date: 01/03/2025

  We are sorry that this customer is so dissatisfied with our service. We have since offered the full $2,000 refund for the *** device the customer did not want. We cannot do anything about charges from ***. These things were explained at point of sale. I did not refuse to provide an itemized invoice, I simply explained that is not something we do as a normal business practice. We provided a copy of the purchase agreement. An itemized invoice is not necessary in this case as the only thing that the customer was wanting itemized is the item that is being fully refunded. We will offer this with a settlement letter. At his point it looks like we are at a point where there will not be any agreement with what was stated at the point of sale. We have maintained open communication with this customer and have even made trips back to address warranty issues and other issues caused be other vendors. We really don't know what else to do at this point. We feel we have addressed her concerns and don't feel that we owe any further compensation besides the refund of the *** device. Even this is against our better judgement as she lives in the *** territory where demand charges can occur. BBB we hope this answers the complaint satisfactorily. 

  Customer Answer

  Date: 01/14/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Since their second response, they have offered to install 6 additional solar panels at no charge to us. **** also advised me that the sales representative has been fired. He was very apologetic and acknowledged that the demand manager system should not have been sold to us and won't help in our situation. As long as the additional 6 panels are installed, we will drop our complaint. 

  Regards,
  
  ****** ****
  
   

  
  

• Initial Complaint

  Date:08/26/2024

  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.

  The salesmen for Fusion Power have come to my door 7 times in the last 8 weeks. I have asked them to remove me from their list and to not come to my home each time. Aug 26th 2024, they ignored my no soliciting sign again. I contacted local police and was informed they currently do not and have never had a permit to solicit in my town. These salesmen have mocked me and harassed me as my children have been playing outside nearby. They have consistently harassed my elderly neighbors. They refused to give any identification except their company name. They carry a mock Ameren Illinois bill and claim to represent the Illinois Shines program. They do not have logos or any identifying marks on their person. The salesmen park their cars on the street and walk to the same houses on every visit. With each salesman I have had to ask them 3 times to leave my property before they will comply.

  

  Business Response

  Date: 08/30/2024

  I want to sincerely apologize for the repeated and unwelcome visits by our sales team to your home. Your experience does not reflect the values or standards we strive to uphold at Fusion Power, and I understand the frustration and distress this has caused.
  We take your concerns very seriously, especially regarding the unacceptable behavior of our sales team. The reports of mocking, harassment, and disregard for your requests are completely contrary to the conduct we expect from any representative of our company.
  Please know that we are addressing this matter directly with the individuals involved. We are taking corrective action to ensure that our team understands the importance of treating every person with respect and dignity.
  Moving forward, we are implementing additional training and oversight to ensure that our sales team conducts themselves in a manner that reflects the high standards we set for interactions with the community. Our goal is to ensure that no one else experiences what you have had to endure.
  Thank you for bringing this to our attention. We value your feedback and are committed to making things right. If there is anything more we can do to address this or if you have any additional details you would like to share, please do not hesitate to contact us at **************.

• Initial Complaint

  Date:07/25/2024

  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.

  Im reading from other posts that this company has issues returning calls and getting back to customers yet, I have received a call multiple times a day from this company and it has not stopped in months and Im not even a customer. Can somebody please let me know how I can stop these insane calls from this company? I know nothing about other than the fact that they are very poor at communicating unless you are a non-customer..

  

  Business Response

  Date: 07/30/2024

  Thank you for bringing this to our attention. We sincerely apologize for the inconvenience caused by the repeated calls. We understand how frustrating this can be.
  We have promptly added your number to our Do Not Call list to ensure you no longer receive calls from our company. Please allow up to 48 hours for this to take full effect.
  If you have any further issues or concerns, please do not hesitate to contact us directly at ************.

• Initial Complaint

  Date:06/12/2024

  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.

  Please stop calling me from different 480 area code numbers, I don't want your service, I've told everyone who called to NOT call back and put me on the do not call list and you still do, Put me on the do not call list or I will file a complaint on your company, way too many phone calls. Multiple per day. STOP

  

  Business Response

  Date: 06/18/2024

  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience and frustration caused by the repeated calls from our numbers.
  We have taken immediate action to remove your number from our call list and have ensured that our call center is aware of your request. Please be assured that we are making every effort to prevent any further contact.
  We appreciate your patience and understanding. If you have any further concerns, please do not hesitate to reach out to us.