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Business Profile

Solar Installation

Primitive Power

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Solar Installation.

Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:05/21/2024

    Type:Order Issues
    Status:
    Unanswered
    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 a contract with this company for solar panels and was told my trees would be trimmed down to allow for adequate sun coverage and to date nobody has come out to trim the trees. I continue to get the run around and I need this job done. I feel like I&#**;ve been scammed a this point entering into a contract and a loan for these solar panels.

  • Initial Complaint

    Date:04/18/2024

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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 phone numbers are on the national do not call list. I stated that to ******* who was representing Primitive Power calling from ************. She acknowledge my comment, but continued to ask if I would be willing to setup an Appointment with a Primitive Power specialist to provide details about solar panels. She stated that she receives compensation from them for each meeting she arranges. Her personal South Africa number is ************.My phone numbers are on the national do not call list. I should NOT receive Robo Sales calls from Solar companies. I spoke directly with Primitive power a few days ago, verified that I am a Do Not Call - but received a call again today.

  • Initial Complaint

    Date:02/18/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 spoke to Primitive Power and they definitely told us a wonderful story about how a solar panel set up will save us money, how we'll be selling money back to the city and we will be able to use those credits to help pay the electric bills in the winter and the absolute number 1 lie is we will be getting a ****** dollar check that we can send to Goodleap to keep our payments low. Not 1 single thing they promised will happen has happened, and they know this! Especially the part about the 10k tax credit. The tax credit does not work the way the told us it would, it was an absolute 100% intentionally misleading LIE! The tax credit amount is based upon one's overall tax liability. We got 3k last year (2021) and 4k this year (2022) so what has that done to our bill? It shot up the payment from 120 to 180 a month. Also. I have called them, they absolutely never answer their phone. I called them about the 25 year warranty I have with these panels. Empire Solar (the company they worked with for installation and warranty work)no longer exists so where does that leave me and every other customer who bought these as far as needing warranty work they PROMISED for 25 years? I have a 32k panel array that has yet to perform even close to how ****** (the salesman) said it would. The communication is open and available while you're in the process of purchasing, once those panels are on your house, good luck getting ahold of them because it's NOT going to happen. I would tell ANYONE considering getting panels to not do it. Especially from Primitive Power.

    Business Response

    Date: 06/28/2023

    Dear ****,

    We apologize for the issues you faced with Primitive Power. We understand your disappointment with unfulfilled promises regarding solar panel benefits, tax credits, and the warranty. We regret any confusion about the tax credit and apologize for the misleading information during the sales process. We apologize for the financial strain caused by the unexpected increase in your monthly payment.

    We acknowledge the frustration with our unresponsive customer service and apologize for any inconvenience caused. We are actively improving our customer support channels to ensure a more satisfactory experience for all customers. Regarding the warranty and the closure of Empire Solar, we apologize for the confusion and inconvenience caused.

    We sincerely apologize for the underperformance of your 32k panel array promised by our sales representative, ******. We understand your frustration and want to investigate the issue further to find a resolution. Please provide your contact information so that we can reach out to you directly.

    Your feedback is valuable to us, and we strive to improve our services for all customers. We are dedicated to addressing your concerns and finding a satisfactory resolution. Thank you for bringing these issues to our attention, and we are eager to rectify the situation.

    Sincerely, 

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

  • Initial Complaint

    Date:10/27/2022

    Type:Sales and Advertising Issues
    Status:
    Answered
    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 complaint involves deceptive sales practices. I was told by a sales representative for *********** (which is also in practice with Primitive) that the inverter being included with my package was capable of having battery storage added on with no other inverter equipment needed. Now I find I need to trash my two month old system and purchase a new one because mine is not compatible for battery backup or storage. It has been very hard to get a return call or email/text from anyone regarding this matter and I find it unacceptable.

    Business Response

    Date: 03/10/2023

    Dear *******,


    Thank you for bringing this matter to our attention. We are sorry for any inconvenience that you have experienced with the inverter. Our Sales Support team is looking into this and ***, the project manager, will contact you to resolve the issue. 


    If you have any further questions or concerns, please do not hesitate to contact us.

    Sincerely,
    Primitive Power

    Customer Answer

    Date: 03/13/2023

     I was contacted by a sales person via text, but the price was not the one they told me over the phone.  The price quoted over the phone was 13 thousand dollars,  the text offer was 17.  If they offer the original price of 13k then I will gladly accept and close this matter in a positive way.

    Business Response

    Date: 03/15/2023

    ********************, 

     

    Our project management team reviewed the offer and the net system cost is $13,300 after tax credits. ********* with Primitive Power will be contacting you today to work on a resolution. 

     

    Thank you, 

    Primitive Power 

    Customer Answer

    Date: 03/15/2023

    I will accept the offer presented if that price includes labor and taxes.  The offer sent to me is ****** dollars and if that includes everything to give me battery backup then it will be accepted.  The response I received also noted that a person named ********* would call me today and as of 7:11 pm my time there has been no such call and I have been home all day.

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