Complaints

This profile includes complaints for Solar Solution AZ's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Solar Solution AZ

  1225 W Miracle Mil Tucson, AZ 85705

• 

  Solar Solution AZ

  1225 W Miracle Mile Tucson Tucson, AZ 85705

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:10/18/2023

  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.

  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 Answer

  Date: 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

  Date:09/11/2023

  Type:Billing 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.

  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

  Date: 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 Answer

  Date: 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

  Date:08/30/2023

  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 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

  Date: 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 Answer

  Date: 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

  Date:06/22/2023

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:06/05/2023

  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.

  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

  Date: 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

  Date:04/16/2023

  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.

  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

  Date: 04/25/2023

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

• Initial Complaint

  Date:03/15/2023

  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.

  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

  Date: 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 Answer

  Date: 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.