ComplaintsforSolar Solution AZ

• Initial Complaint

  10/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased the solar panel system from this company and added 3 panels in June 2022. Since then they have had to come out here around 10 times because the system never stays operational for more than a month. They refuse to admit the system is faulty and just replace it or refund my money. They keep trying to fix it and they just can't.

  Customer response

  10/23/2023

  I have heard from this company, but their solution is to come out again and try to fix it next Monday... like they have the previous numerous times.

   

• Initial Complaint

  09/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello ****. I've asked 5 times since May (3 emails, 2 phone calls) for to write a $500 check for the referral promised to my parents. My contract says you owe them $500. You say there is a backlog processing the checks. When I call you've told me twice "your check request didn't make it in our system yet, let me go ahead and add it." HAHA, yeah right. You have over $17000 of my money. Why, after multiple requests over 4 months are you not able to write a check that should have been sent 6 months ago??? Why would you drop the ball on something so small? Is this request worth me telling people not to use your services or posting negative reviews? Pick up the phone. Call accounting. Tell them to send a check today. I'll find some place online weekly to post this same message: Google, Facebook, Yelp. Please don't contact me me unless the check is physically in the mail :)

  

  Business response

  09/18/2023

  We thank the customer for the referral, but as the solar business has contracted severely this year compared to the last two years, we have placed the referral reimbursements on a temporary hold and will be paying them out as soon as we are able to.

  Customer response

  09/21/2023

  Solar Solutions AZ,

  I appreciate your response, however I do not accept it. You've been paid in full, over $17000 dollars. You have the manpower to continue your sales and installation operations but not to follow through after that? It seem plan that you have the money, and also the manpower to honor this request. Simply opting out is a poor reflection on your business practices.

  There is a referral section included in my signed contract 

  Here is the email from my salesman 4 months after my signed contact supporting that this money should be paid. 

  Hello ***,
  
  The referral bonus is $500 for each signed contract. In this instance your parents referred you which means we owe them a referral credit of $500. I will send this information to the accounting department.  
  
  Best Regards,
  
  **** ******* *********************** * ********** 
  
  **** * ******* ***** ******* ** ***** 

  --

  I've called twice since that email with Ivan. Both times on the phone I was verbally told that my request hadn't been sent to accounting and that they were going to send it in at that time.

  My expectation is that this money will be sent in accordance to what you agreed to at the time I signed my agreement. 

• Initial Complaint

  08/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 05/29/23 I reached out regarding one of my panels not producing any power. We are now 08/30/23 and my same panel is still not producing any power. Supposedly it was “fixed” on 07/10/23 however to this day that panel is still not producing any power. If I have a 25 year warranty that covers anything and everything. Replace my panel with a working one please. I have reached out via contact us on website which sends a text message. Have not heard back once. Kurt Trim has been somewhat helpful, however the problems still have not been fixed. Other issue is that Solar Solutions is supposed to be monitoring my system and yet I have not heard from them once in last few months regarding my system not working properly. If I am paying for my system. I expect it to work.

  

  Business response

  08/31/2023

  We are aware of the issue and have a soft schedule of 9/6/23 to fix the issue.  Scheduling work tasks based on a single panel being down versus a homeowner's entire system being down due to another manufacturer's defect had taken priority scheduling.  We apologize for this issue.

  Customer response

  08/31/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20545829, 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.
  
  Regards,
  
  Robert Youdelman
  
   
  

• Initial Complaint

  06/22/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In April our solar panels stopped producing electricity. I contacted our solar installer, Solar Solution AZ (SSAZ) and a technician came out on May 15. He confirmed the inverter had gone bad and needed to be replaced. He also stated a new inverter would be immediately ordered and this could take 10-15 business days. After more than three weeks I contacted SSAZ for an update and had to leave a message, which was not returned. I called back three days later (on June 8) and was told the inverter had been shipped with no estimated time of arrival. I contacted several suppliers, one of whom told me they had this item in stock and that it could be shipped immediately with delivery in less than a week. SSAZ failed to order this item in a timely manner and now has failed to follow up with their supplier and/or have the shipment expedited. They should immediately procure this from another supplier to ensure delivery within the next week. These delays have cost us at least $300 in lost solar production. In addition, we should not be required to “schedule installation” once it arrives as has been suggested. It should be installed the day after delivery to SSAZ.

  

  Business response

  06/23/2023

  Our service technician called the customer right after he submitted this complaint.  Customer apologized about submitting this complaint to our technician.

  Customer response

  06/23/2023

  Please disregard the above complaint and delete it from your system.  The matter has been satisfactorily resolved by the business.
  
  Thank you
  William Campbell

• Initial Complaint

  06/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Original Letter of Complaint: My concern is related to solar installation. Are they reliable after installation? Installer: Solar Solutions **** * ******* ***** ******* ** ****** ***** ********  My experience is that I had a solar installation put on my house 2 years ago. So far it has not been a reliable system. It ran alright for about 11 months, then half the unit failed. My concerns with this are: 1. It took them 8 months to schedule someone to come out to look at the system, and that was 2 months after I went down to the office to discuss the situation with them. 2. At that time they said they knew of the problem for 6 months, but neglected to do something about it. 3. They stated that they would re-imburse me for the money I spent on TEP during the outage, but I have yet to see that reimbursement. 4. However, it seems that there may be a number of customers experiencing what I am as they say I am on a backlog of reimbursements, but was told my reimbursement is to be $640.00. 5. Two months ago, I discovered I have the same problem I thought they corrected in March, that being 9 microinverters (half of my system), is again failing. 6. Called multiple times, and still have no response, no service call, no correction to the situation. 7. After request from the Enphase group (they actively monitor my solar activity) I checked and found a faulty circuit breaker. I notified Solar Solutions of that fact but have no response from them as of yet. Question: How prevalent is my concern, and how reliable are the solar panels (and the companies that install them) in Tucson? Frank Thompson ***** ******** Solar Complaint Response From ArSEIA: I received your message and I have cc'd by colleague, Chris, who is on the board and also works in residential solar to see if he has anything to add. There is not a lot we can help with after the fact, especially if the company is not a member company. I am not familiar with that company. We do have things you can do to report the company at the end of our solar customers webpage: ********************************************. You can view our member companies here* ********************************************. It sounds like you should consider reporting them to the Registrar of Contractors and the BBB, maybe the AG. The system should be reliable and the company should be responsive. Autumn T. Johnson Executive Director Arizona Solar Energy Industries Association (AriSEIA) Phone: ************ Hi Frank, I looked around a little bit online to learn more about these folks and it seems like a lot of people have had similar experiences. Solar panels and equipment are generally very reliable, provided they are installed by a competent and cautious installer, and it sounds like perhaps there are some installation issues with the firm. Unfortunately there's not a lot that can be done since the system is already installed, however it may help to be the squeaky wheel. I would try to get a hold of the company leaders, in person if necessary, and let them know that you'll be filing a complaint with the State Attorney General's office, the Registrar of Contractors office, and the BBB as well as writing reviews on several websites about your experience, unless the problems are fixed within 30 days. It may help to mail them a certified letter to this effect as well. Announcing your intentions may get them to correct the issues. If they don't take care of the issues I would recommend following through. Your best bet is the Attorney General and ROC offices, as they have a lot of power to force the installer to correct issues. I'm sorry that this has happened and I hope you get the corrections needed. -- Chris Mejia ****************************** From Arizona Corporation Commission: Good afternoon, I received your email regarding Solar Solutions. The Arizona Corporation Commission does not have jurisdictional authority over solar providers and are unable to assist you. We recommend contacting the Better Business Bureau at ******************** or by contacting them at ************. You may also file a complaint with the Arizona Attorney General’s Office at ********************* or by contacting them at ************. Thank you, Isabelle Mata Public Utilities Consumer Analyst I Arizona Corporation Commission

  

  Business response

  06/12/2023

  Hello BBB,

  Thank you for bringing this to our attention.  The general manager was out to the home to address and repair the issues with the system.  You may share this with Autumn T. Johnson of AriSEIA and with Chris Mejia of the Arizona ROC.  We found that we had improperly seated the gaskets on the junction box for string #1.  That allowed water to penetrate.  One item noted that the Enphase Envoy breaker that had tripped before needed to be from Eaton and not from Siemens.  We are sourcing the correct breaker for this repair.  The system has been in full operation over the weekend.  We are addressing our service department in response to respond to customers in a timely manner.  As to the reimbursement, we find that we are more unique in the solar contractor field that we will reimburse the loss of production.  As 2022 was a busy year for solar installations along with other industry situations like supply chain, we took a larger hit than anticipated with inverter failures from SolarEdge.  As you may know, SolarEdge had admitted that there was/is a large amount of inverters that have had a terrible failure rate with some as soon as it was activated. We are reimbursing customers as soon as we can, but it is taking a bit more time than anticipated.  The customer will receive their check.

  Regards,

• Initial Complaint

  04/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In December 2022 I noticed that our system had not been generating power since August 2022. I called Solar Solution and they sent someone to repair my system. Since I was told that Solar Solution is supposed to monitor my system, I was upset that I had to inform them of the problem. I asked the technician who repaired the system if I would be compensated for the lost power and he said I would. Many weeks passed and I received no compensation. I have called Solar Solution multiple times about compensation. On one occasion (early February 2023) I was told that the compensation would be $252 and that I would receive it at the end of the quarter (end of March 2023) "when checks are cut." I expressed disappointment that I would have to wait nearly another two months for compensation, especially since it was for lost power going back more than six months. The end of the quarter passed and I still have not received compensation. I called Solar Solution on April 10 to ask why I hadn't received compensation since it was passed the end of the quarter. I was offered no reason. I asked that my compensation be expedited and was given a vague promise that someone would be notified. It is now April 16 and I am still without compensation, despite my loss of power dating back eight months.

  

  Business response

  04/25/2023

  The check is issued and awaiting the USPS' mail carrier to pick up today's mail, 4/25/2023.

• Initial Complaint

  03/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We signed a contract in June 2022 to have solar installed including a battery installation. After being 4 months past due expected install date, they called me and stated they failed to include battery install in permit/drawings required and that it would be about a 4 week delay until that would be installed. They installed everything else during the month of February. It's now been 2 months since they advised me of the battery install delay. For the past 4 weeks I've made multiple phone and email requests to obtain an update and no one has bothered replying. I now received a bill from my financing bank stating payment is due by 3/28. Also, on one occasion I was semi-pressured that I needed to release all the funds from finance company despite the job not being complete. I also advised I shouldn't have to be dealing with a bill while my job is incomplete and they refuse to answer me on status of completion.

  

  Business response

  03/16/2023

  Hello Mr. Lobato,

  
  Thank you for reaching out regarding your project.  There are some discrepancies in this complaint that I would like to clarify.  You are correct about the battery being missed on the original plans, that is our fault.  We contacted you about the battery issue by phone six times between January 27 and February 6.  We reached out via our CRM program five times between February 8 and February 28.  We also have several emails throughout the month of February from employees.

  
  The funding was provided by Tucson Old Pueblo Credit Union.  We have had multiple customers that lost their loan because TOPCU’s decisions to change their policies without proper notice. We provided the option to fund 50% of the loan to keep it active under the original rate, or let it expire and receive the newer, less favorable rate.

  
  The solar array was installed, inspected, and operational in the month of February.  On March 1, we offered to pay the monthly payments until the project is completed but you declined our offer.  We are currently doing our best to install the battery as soon as possible. 

  Customer response

  03/29/2023

  I reject their statement that they had replied to my phone and email inquiries. In mid January they said they would quickly file with the county to obtain approval to install the battery. During the month of February I made multiple inquiries via email directly to our project manager and CC'd our sales contact requesting an update. None was ever made. Not until March 18th did someone finally call (not even to me but to my wife) to advise that they had barely submitted request for approval for battery install. This aligns with my theory that they were non-responsive due to other reasons. I believe it was possible that there were no batteries available to purchase if they had filed the request in January, delayed making the request, and chose not to share that information with me. 

  Regarding the finance payments:

  I did not reject them making the payment of the loan for me. I simply stated that I refused to release the final funds (of which they pressured me a couple of times to do before project was completed). I also stated that if the bank had issues with needing to begin payments (it was not sufficiently clarified to me that I had no option to decline finance payment from becoming active) that they could speak to me so I could advise them the project was incomplete, and that I don't feel I should release the balance (like I was pressured to do on 2 occasions) nor have to make any payments if the job was not completed. 

  Now that I realize this was not the case, I am demanding that they send me a refund for the monthly payments until the job is complete. 

• Initial Complaint

  11/18/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Solar Solution AZ installed solar panels at ***** * ******** ***** ** ****** **. Solar Solution submitted plans to the HOA for panels to be laid FLAT on a sloped roof. The plans were approved, however Solar Solution installed them at an angle on the sloped roof. SS was informed of this and argued panels could be installed anyway under ARS 33-1816. Wrong, as the panels could have been installed on the roof in a location that did not affect their functionality AND would have complied with the design guidelines and therefore cannot claim protection under ARS 33-1816. Solar Solution then submitted new plans to the HOA for the ANGLED panels on a sloped roof, and were denied. Installation violates the Dove Mountain Master guidelines AND have created a nuisance as the panels reflect light throughout the year directly into the three neighboring homes. There have been nine complaints by neighbors filed against the homeowners for the improper installation of the panels and the visual impact and violation of the rules that they present. SS has denied any culpability in the installation and the nuisance continues as more complaints are filed. SS on their own website states "we communicate with the county for permitting, the utility company for interconnection AND even your HOA for approval. Homeowners consulted with SS and hired they own attorney who contacted the complainants thus triggering myself to hire an attorney to verify that the Dove Mountain Master guidelines are tied to Los Saguaros and are recorded with the county which they both are. Also my attorney had to deal with the homeowners attorney and their threats along with threats by SS as evidenced by a Jocelyne Ray at Solar Solution dated March 15, 2021 "notwithstanding any provision of the community documents, the court shall award reasonable attorney fees and costs to any party who substantially prevails in action against the board of directors of the association for a violation of this section."

  

  Business response

  11/19/2021

  I am very disheartened to hear that you are unsatisfied with the glare resulting from the installation of your neighbors solar panel system on ******** ***** **. We submitted plans to the HOA on November 20, 2020 which detailed a tilt mounted solar array on the backside of the ***** family’s home. These plans detailed the exact direction and tilt the panels would be facing, unfortunately there was one typo on a description that stated “flush mount”. All other references and values were correct. The HOA approved these plans on November 23 2020. The installation of this project occurred on December 22 2020 and shortly after, the town of Marana and TRICO inspected and passed the system. We were informed on March 20 2021, more than two months after installation, that the HOA is now rejecting the plans due to the typo. We communicated with our customers for months to resolve the issue, and our customers finally decided that the HOA was negligent in their approval of the plans and is being unreasonable, so they sought legal counsel. We have never threatened nor had any litigation directed at our company resulting from this project. We have never even been in direct contact with Mr. Cook, only our customers and their counsel. We have been more than willing to work with our customers and your HOA to find a resolution to this issue. Our General Manager has met in person with both our customers and your HOA to discuss how to resolve the issue and we have even offered to change the tilt of the panels at no charge. Please understand that this solar panel system does not belong to us, nor are we authorized to make changes to it without our customer’s consent. We were hired by them to install the panels a certain way, if they do not agree with your HOA’s enforcement of those rules, we can do nothing to change that. We find it more than unreasonable compensate any legal fees, as we have not been involved in, nor encouraged any litigation. We are currently still in contact with our customers to help them find reasonable resolution for both parties. 

• Initial Complaint

  07/26/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On May 17, 2021, ********* ****** was contacted by ***** *** ****** ******. She left a phone message for me to call her. I returned her call , she asked me to sign a HOA form for Solar Solutions so they could install solar panels, that she was getting for no money down. She really needed the form signed right away so they could begin. I explained to her that we are only a neighborhood association, there are no HOA's in Enchanted Hills . She said she would have Solar Solutions call me so I could explain, I said ok. On May 18, 2021, I received a email from ********* ****** in behalf of ****** and ****** ******. The email was asking me to sign the attachment that requires my signature and to return to ********* ******. I didn't do it. So then I kept getting phone calls and emails to sign the HOA form. I told ******* ******* More emails, phone calls, I quit answering. I was contacted by Maria again, June 7, 2021. She was crying,I went over and the SolarSolutions had destroyed her house

  

  Business response

  08/02/2021

  In May of 2020, we were contacted by ***** ****** to remove her solar panels and replace them so that she could have a new roof installed. In June of 2020 we performed the work for removal and reinstall of her existing solar panel system. We did not install or design her original system, nor did we need to seek HOA approval to complete the reinstallation work. We were contacted by their roofing contractor, Land **** *****, after the removal and reinstallation work was completed to take care of some minor issues that they noticed during a quality control inspection. Instead of sending one of our crews down to Sierra Vista to complete the work, we paid their (licensed) roofing contractor one hour of labor to make the minor fixes. The roof work completed passed the quality control inspection at that time by their roofing contractor. We have not completed any work for this customer since then, certainly not in 2021, as is being claimed. We have not been contacted at all by ***** ****** previously, and I cannot tell from the attached pictures exactly what the problem is with the solar installation. Please reach out to us at 520-858-0220 so that we can help address your concerns. All of our repair work carries a 4 year workmanship warranty, and if your solar panel system was damaged due to weather, we can work with your home owners insurance to get the system fixed. 

*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. ↩