Complaints

This profile includes complaints for Solgen Power, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Solgen Power, LLC

  2200 E Benson Hwy Tucson, AZ 85714-1805

• 

  Solgen Power, LLC

  3525 N Calle Floreada Tucson, AZ 85750-2702

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:04/19/2025

  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.

  I filed a complaint a month ago that my solar panels were underperforming, and that I was lied to by my Solgen sales *** about state policy so as to be able to get me to make a snap decision and overcharge me. Solgen reached out to me not that long after stating that one panel did seem to have an issue, and that theyd have a scheduler call me, but that has not happened and nearly a month has gone by. Another lie.

  Business Response

  Date: 04/21/2025

  Hi *********. 
  We want to assure you that we do have an active ticket in your account to service the panel thats not functioning correctly. Weve confirmed that the rest of your system is operating as expected, and were committed to resolving the issue with the affected panel.
  Please know that you're important to us, and while we do assist many customers, your service request is in our queue and will be addressed as soon as possible.
  We appreciate your patience and understanding.

  Customer Answer

  Date: 04/22/2025

  I will close this out if the technicians do show up and I receive detailed communication about what is being done.

  Business Response

  Date: 04/23/2025

   5/7 around 11:30 AM is when we will be there as previously discussed. Thank you. 

  Customer Answer

  Date: 05/06/2025

  I received an email from Solgen on April 24th stating that they would be at my house at 1PM. I have not received any notification that they are there now. This message states that they will be at my house on a different day. Until I receive documentation that Solgen has been at my house and done the work, I will not close this case.

• Initial Complaint

  Date:08/31/2024

  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.

  Drilled thru my roof and now it's leaking. Made multiple holes trying to find rafters. Didn't properly seal.

  Business Response

  Date: 09/11/2024

  We are working with the customer to get a roof repair scheduled and completed as quickly as possible. We are taking this matter seriously, and appreciate their patience.

• Initial Complaint

  Date:02/06/2024

  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.

  We purchased solar panels from Solgen in 2022, and since that time have had numerous issues with the company and its products. Initially, when they replaced my roof, they turned a 20,000 project into a 30,000 project because of unforseen issues. Even though I specifically mentioned flashing around the chimney, I still ended up with leaks. It took several emails and calls for us to finally get another company out to repair the roof for us.
  The solar panels have never produced the energy that solgen has promised. We were promised nearly no cost in energy utilities, yet I am still paying $250 a month in utilities as well as my 60,000 loan payments to Verity. Since August I have called numerous times because during the peak of the summer my solar panels produced NO energy, and I want to know why. I never recieved a call or an email in return. Now the same thing is happeneing, and I still cannot get a response from Solgen. No emails have been returned (inconvienently, they have a form online that doesn't email you a receipt--I have since started taking screenshots). After several attempts I finally got a representative on the phone who open a ticket and acknowledge that something is wrong. It has been 3 weeks and I have yet to get a response. I am paying 60,000 for decorative solar panels right now. I am a single mom with 2 special needs kids, and Solgen promised me cost savings, instead, I am paying more than twice what I used to pay because I am paying off the loan and still have my regular electric bill. I feel scammed. Along with repairs, I am looking for money to be compensated for the months where the solar panels were not producing energy and no one from the company would help me fix it.

  Business Response

  Date: 02/06/2024

  We apologize for the delay in response as we are working to change and properly route communications from our online forms. We have established contact to discuss these concerns with a direct line to one of our Customer Service representatives. 
  
  We can see the system online and functioning via Hoymiles. For 2023, it appears the monitor did go offline during July, August and September. We did lose some valuable production data, but we are unable to determine if a system malfunction occurred during that time. The system is able to function regardless of being connected to the monitor or not. Upon reconnection of the monitor, we observe a full system response. Currently, we observe no alerts or alarms. 
  
  We have provided the end user information for Hoymiles, so you may see everything we can.

  Per our Purchase and Installation agreement, we do not guarantee the estimated offset discussed during our proposals. Receiving a utility bill alongside your Solar payment indicates you are using more energy that the array can produce. 
  
  We will ensure access to monitoring is received and understood, so we can view system production going into summertime. 

• Initial Complaint

  Date:08/09/2023

  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 created another ticket to check my solar again on august 5. because the chart show that solar panels are not producing to its potential. the chart are distribution chart that tells how much of the sun is being use to produce electricity. this chart instead of a nice distribution curve it show pikes. and never goes above 3k and the setup is for 7k on the months of June and July. and all they said is "Your system appears to produce as expected, and we do not see a trend of underproduction. ". this got to be the most idiot person or, what we all now, this company is a scam. this has being my 4 th time i request help because of this issue. and every time some one else come in after a 3 month of battling. and recreating ticket because they close it with out a fix. now is the same story. when will this be over. and they say "we do not offer cancellation after installation" but the contract is satisfaction or money back. I need a real tech support that can help fix this now. and stop you ignorant comment like the one given to me by
  Lloyd LeClair or Ray Brian. every time he answer my ticket. just so that someone else in higher tier is able to fix this problem Like Nova Arranchado true tech support.

  Business Response

  Date: 08/15/2023

  We hear the concerns shared here but we have confirmed the system is online. System status is normal, there are no alerts or alarms. An audit of production year to date has determined it looks like we will meet the estimated yearly production goal. Additionally, we reviewed the daily production data for the last 30 days and production is consistent every single day. The bars and graphs uploaded by Mr. Bolivar can be caused by shadows cast from clouds, weather. Depending on the internet connection, it is possible some of the inverters are going offline and online. This would not affect system production. 

• Initial Complaint

  Date:08/09/2023

  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.

  It's been about a year since solgen power installed solar panels in our home of course they made a lot of promises when they wanted to sell but they are not working right based on the amount we are paying almost 300 DLLs the last 2 months each month and now 400 for this month I have called and email both Solgen and TEP but no one seems to help or they don't want. I just can't afford to be paying solar panels that I don't think are working and this big bill for electricity. What am I supposed to do? Do I have any options?

  Business Response

  Date: 08/15/2023

  Upon review of the matter, we can see the system is online and producing as expected. There are no alerts or alarms. We do not guarantee energy savings through use of the array. Part of the proposal for going Solar estimates and calculates the rising cost of utilities. Home usage and system size play a factor, but so does utility and the rates that are billed. This system is confirmed functioning as it should. In the year or so it has been online, it has reported 15,931 kWh of energy produced. The yearly estimated production is 14,069 kWh. 
  

• Initial Complaint

  Date:07/18/2023

  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.

  Our panels were installed in Jan 2022, we received notice that our panels had finally been turned on in April 2022. In June we received a normal June electric bill, so we called to inquire and they told us that our panels had to store up energy and we could receive normal electric bills for a few months. We continued to receive full electric bills through August and now were paying monthly for the panels as well. We went back and forth with them regarding this and nothing happened. Until October 2022, when received an email stating that our system was actually turned on 09/13/22. I quickly responded with an email stating we received notification in April that our panels were turned and we were set to go. After much more back and forth, Solgen then sent an email stating that our panels in fact was turned on April 11. 2022. We were told that we would be reimbursed for our electric bills and, to date, we have received nothing. In fact, in November 2022 they FINALLY sent a technician to our house and found out that four panels weren't working. Shouldn't they have known that we had panels that weren't working? That's what we were told when we signed the contract! It is now July 2023 and our panels still aren't working correctly and we are paying double what we did before solar panels due to high electric bills and the solar panel monthly payment.

  Business Response

  Date: 07/19/2023

  Upon review of this account, we have submitted a ticket to our Technical Support team as the production monitor is currently being marked offline. Upon reconnection, we can review the system remotely to determine any errors present and can schedule a service appointment as needed. We are committed to confirming the system as operational but we do not see the problems mentioned reflected within the data present. Panels not responding to the monitor does not mean they are not producing, which is why we schedule appointments for onsite verification of the hardware. In the matter of compensation, or reimbursement, we would not cover utility payments. Upon reconnection of the monitor, if we are unable to resolve any response issues remotely, as previously stated we would proceed with a service appointment. Lost Production is a consideration for installation errors but this does not appear to be the case. Following our appointments in November, the system showed full production until February, where the two panels begin to show a decline in response and ultimately goes offline again. Monitoring is not something we guarantee from our Purchase and Installation agreements. For the timeline confusion, Permission to Operate was granted in 4/2022 but the monitor was connected in 09/2022 when we began to see the system remotely. 

• Initial Complaint

  Date:12/12/2022

  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.

  I had solgen power install solar panels on my house . As a result there is now a roof leak on my roof and when it rains water leaks in my bedroom. I have brought this up to solgen power and they have failed to 100 percent fix the problem of my roof leaking , as a result of their negligence.

  Business Response

  Date: 12/15/2022

  We have looked into this customers account with great detail and we can confirm that this customer entered an agreement on August 14th, 2021 and was installed on October 11th, 2021. The customer received Permission to Operate on February 8th, 2022. On September 12th, 2022, a rep on our customer support team contacted the customer to confirm a service appointment for September 15th, 2022 to connect his DTU and look at the roof leak. 
  
  The customer contacted our support team on September 16th, 2022 and expressed how he contacted his insurance to see if they could fix the roof, in which a 3rd party contractor inspected his roof and claimed that the roof is leaking due to one of the solar panel brackets going through the roof. The 3rd party contractor said that the panels will need to be removed in order to repair the roof. The customer support rep asked for the report from the insurance inspectors and an invoice/estimate for the repairs. On October 3rd, 2022, the customer emailed us expressing that his insurance will not cover the roof repair. We scheduled a Solgen technician to arrive at his home on October 4th, 2022 to look at the roof. The repair to the outside of his roof was fixed, however, the customer is requesting us to fix the inside of his roof due to the water damage. A service appointment has been made for December 16th, 2022 to fix the roof/leak. We understand the customers frustrations and we have escalated his complaint so we can better take care of this customer.

• Initial Complaint

  Date:09/25/2022

  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.

  We had a solar system installed by Solgen almost a year ago. We were told this would reduce our monthly electric cost by 89%. We paid almost 25,000 for our system and now pay more monthly for our electric than without solar. Our highest TEP bill in July was $227 plus our solar payment. We were promised that 89% of our TEP would be covered and it is only covering about 30 percent. Initially they said it was because it was winter that they were producing enough and then when summer came they are now telling me the system is working and producing beautifully on their end and this is what I paid for. I talked to TEP twice and went through everything with the solar and what they are producing and TEP said both times that these panels are not producing enough. I have been fighting with Solgen for a year and they are avoiding my calls and not resolving this issue. Starting in January when the loan payment goes up I'll be paying $100+ more with the panels for electric than with no panels.

  Business Response

  Date: 09/29/2022

  Solgen Power's Leadership Department has been in contact with Mrs. ******* and will be reaching out again to relay more information.

  Business Response

  Date: 10/26/2022

  This customer is working with our Customer Service Manager directly. Our company has been working on an addendum to her contract that would serve to resolve the issue at hand. 

  Customer Answer

  Date: 10/28/2022

  They continue to call but they still have not fixed the problem.

• Initial Complaint

  Date:09/09/2022

  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.

  I’ve been waiting for months for the solar service to be set up. Now I don’t even get replies to my emails. It’s like the only seek one’s loan approval to get their grant and then they don’t care if the customer (me) is helped in any way. The solar system system they installed is pretty much useless and it has been for the last several months. I tried seeking their help but they just seem to dismiss my questions with “oh it is not in our hands”. That sure doesn’t not help me on any way.

  Business Response

  Date: 09/16/2022

  Solgen Power is committed to honoring the contract signed by Mr. Gastelum. A request has been made to Mr. Gastelum's utility company for permission to operate their solar panels. 

• Initial Complaint

  Date:08/11/2022

  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.

  Solgen lie to us Told us we would be getting a $10000 credit to put towards our panels that is not true it has been 2 years And I'm still not running on solar one problem after another They have been paying my solar loan for the past 7 months Had a lot of rain told them to not drive on my property and ruin it ended up driving on my property and putting 2' ruts on my property Did not look at the plans to see it is a floodplain and now they are dealing with much more problem than should have been in the 1st place Would not recommend this company to anybody absolute liars and frauds

  Business Response

  Date: 09/29/2022

  Solgen Power has been working to complete Mr. *****' solar project, and it is now complete and Mr. *****' system has been granted permission to operate.