Complaints

This profile includes complaints for Synergy Home Improvements's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Synergy Home Improvements

  5620 Birdcage St Ste 100 Citrus Heights, CA 95610-7691

• 

  Synergy Home Improvements

  2000 Opportunity Dr Ste 110 Roseville, CA 95678-3020

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:03/31/2023

  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.

  Synergy Home Improvement installed a solar system on my home. On March 11, 2023, the inverter on the system installed by them failed. They ordered a replacement and installed it on 3/30/23. However, the replacement inverter also failed. The inverter manufacturer confirmed that the replacement inverter is defective. They said Synergy needs to request a replacement. They have not. I have sent multiple emails and phone calls to ***** and ***** to no avail. Also, the technician who installed the replacement inverter on 3/30/23, reversed the attachment from the inverter to my Tesla powerwall. This caused the powerwall to fail to charge. The incorrect connection was confirmed by Semper Solaris Solar. Synergy refuses to respond and correct the problems. My system has now been out since 3/11/23. They need to order a new inverter and install it correctly.

  Business Response

  Date: 04/04/2023

  ***************************** case update 4/4/23 ID#********

  on 3/13/23 Customer called in that his monitoring was not showing his system. We opened a case with Solar Edge and they determined the inverter needed to be replaced. The faulty equipment is not our fault. It is covered under the Manufacturers warranty as explained to the customer. We pushed Solar Edge to send us a replacement and they did in fact send it however they shipped to the wrong address so we had to reconnect with Solar Edge and correct their shipping Error.  This took 2 1/2 weeks. We received the new inverter and swapped it out 3/30/23 but the new one failed as well. As of 4/3 the manufacturer, Solar Edge, next instructions to us is to go back to the site and take some photos. I reached out to Solar Edge on 4/3/23 to request they send me a second new inverter so when we go back out (a 4 hour round trip for our tech and very costly to do) to take the pictures if they find the original replacement is not repairable we will have a new, second, inverter on hand. If the new inverter is not needed I assured Solar Edge we will return it them. As of 4/4/23 I am waiting for response and authorization from Solar Edge.

   

  Regarding the issue of switched CT cables on the customers tesla battery by our tech, it is through no fault of the tech. He did not take the dead front off the breaker box as the customer stated, he did not switch wiring in the breaker box around. All our tech did was open the front cover of the breaker box and switch it off to depower the solar system, allowing him to swap out the inverter.  Customers wife claims he did but there is no reason to access the breaker box wires, in the thousands of inverter swaps we have never removed the breaker cover and messed with the wires as it is totally unnecessary as well as dangerous as that would be live power.  This did not happen. We are working with the customer to find out how Solar Edge inverter swap and reset could have possibly interfered with his tesla battery issue. We will continue to assist the customer where we can to bring all his systems back up and running correctly.

  We feel this complaint on Synergy is unfounded as we have done nothing but push Solar Edge for a solution for our customer.  We remain diligent with follow *** with Solar Edge but cannot be faulted for their slow process on replacements. Synergy has not dropped the ball on this issue .

   

  We have updated the customer each step of the way. We understand his frustration but Synergy  is not at fault and we ask this case to be closed.

  Customer Answer

  Date: 04/04/2023

  I am neither rejecting nor accepting the response. ***** from Solaredge has been very responsive and working on the problem. But my system is still down with no date for the installation of a replacement inverter. According to *****, Solaredge will not ship a replacement until either the end of next week or early the week of April 16. This is a long lag time especially since all parties were aware that the replacement inverter installed on March 30 was also defective. We had multiple conversations on March 31 including with Solaredge tech reps who concluded that the inverter is defective. Synergy's Solaredge contact even with the information from his tech insisted on waiting 24 hours because the system might reset. The 24 hours turned into 96 hours. But, still no date for the shipment of a replacement. I am in the middle of this situation. It seems as if Solaredge is intentionally delaying. As the customer, I have to deal with my installer, Synergy. I have no way of knowing what is being communicated between Solaredge and Synergy. My system has been down for an extended period of time and will continue to be down for an additional multiple weeks before a replacement is shipped. That does not take into account shipping time and scheduling of a service call. This is frustrating and impacting me financially. 

  As for the ** problem with the Tesla Powerwall, according to *****, the problem is not limited to a physical reversing of the connections. It will also occur when the restarting process is not carried out correctly. The Tesla system indicates that the ** problem occurred on 3/30/23 at 3:30 PM. This corresponds to the time that the Synergy tech was on site working on the system.

  Business Response

  Date: 04/21/2023

  After much communication and contact with Solaredge, who is the warranter on this  equipment, we received the replacement parts necessary and send a technician to intstall it.   This system checks out and is now functioning propoerly

  Customer Answer

  Date: 04/21/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  Date:03/09/2023

  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.

  I agreed to have Syngery install my solar system in Nov 2021 as I knew I would be getting an ** in the future and thus needed a charging solution at home. All of which I thoroughly explained to the sales rep before signing anything. I was assured that the system would have power to spare and would cover the ** charging without issue. I was also promised a breaker panel upgrade to accommodate the additional power from the solar as well as the ** charger. The install was also contracted by another company called Titan Solar, which I was not informed of upfront. I was under the impression that everything was done in house via Synergy. The actual install for the panels went perfectly fine, and that's about where the good things ended as well. The system was grossly underestimated. To the point where I am paying more for power now that I have the ** and solar than before I had either. Which means they underestimated my power needs so badly that my bill costs more than before my solar! That's insane!! Not to mention they didn't upgrade my breaker panel. It was REPLACED with the same size breaker. That is in no way shape or form, an upgrade. It is now Mar 2023. I have heard nothing since August 2022. ***** says they "did the job correctly" and Synergy just keeps passing the buck back to Titan. Regardless, I haven't heard back from anyone since August.

  Business Response

  Date: 03/21/2023

  I do not believe this was our client, we do not do work in ******

   

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

  Customer Answer

  Date: 03/27/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  Date:01/15/2023

  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.

  I had my solar panel system installed through a Synergy contractor SolarEdge in March 2019. My solar panel system cost $36,264 and it stopped producing energy June of 2020. Synergy policy states that Synergy is not responsible for charges from the energy company (PG&E) if they have not been notified of an issue. In March 2022, 10 months ago I contacted Synergy about the problem and explained the on-going bills I was receiving from PG&E that I felt shouldn't be as high as they were before I purchased solar panels. Synergy believed it was a problem with the monitoring system, later on it was discovered that I was missing an inverter and I was informed via 9/29/22 email that they would install it once they could get an inverter in hand. As of today there isn't an installation date scheduled and my solar panels are not producing energy. I have made multiple attempts with my latest email sent 12/6/22 to *****/***** inquiring about the inverter installation that has garnered no response. I currently have a true-up bill upwards of $2200 with PG&E due March 2023 on top of the monthly bills I have incurred.

  Business Response

  Date: 04/21/2023

  Synergy Home Improvements has had great difficulty in coordinating with Solaredge, the manufacturer of the defective part for the homeowners solar system.  At first it was sent to the wrong address, and the request for a replacement got lost.  When Synergy finally got the replacement inverter it also did not work.  Synergy finally got an inverter and installed it earlier this year.  The system did work but was not reporting electricity going to the grid on the monitoring system.  Synergy sent out a technician in April of this year to install a cellular card to the monitoring system and it appears the system is up and operating and reporting to the grid.

  Customer Answer

  Date: 05/04/2023

  I am rejecting this response because:Hello,

  
  

  My name is *********************,

  
  

  I have a complaint filed with you #******** in regards to Synergy Home Improvements.  My case was closed on 5/1/23 because of non-response on my part.  Unfortunately I was out of the country and did not check my email.  Synergy's most recent response of: 

  
  

  "Synergy Home Improvements has had great difficulty in coordinating with Solaredge, the manufacturer of the defective part for the homeowners solar system.  At first it was sent to the wrong address, and the request for a replacement got lost.  When Synergy finally got the replacement inverter it also did not work.  Synergy finally got an inverter and installed it earlier this year.  The system did work but was not reporting electricity going to the grid on the monitoring system.  Synergy sent out a technician in April of this year to install a cellular card to the monitoring system and it appears the system is up and operating and reporting to the grid."

  
  

  This response is not satisfactory and false.  It is true they did come and install the inverter in February, however according to PG&E my system is still not sending power to the grid or at least sufficient enough quantity to offset my bill.  I can't know for sure because I have yet to have the solar card installed which would inform me of such.  I have not received ANY communication from Synergy since 2/16/2023 even after multiple follow up emails requesting one. No one came out to install a solar card in April as again they have not communicated at all with me and as far as I know my system still does not work.  Please do not close this case as the BBB is the only way I have been able to get them to respond.  I am truly at my **** end.   I am sorry for sending to this email address as I do not know who my BBB Specialist is.  Please help.

  
  

  Thank you,

  
  

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

  
  

  Customer Answer

  Date: 05/09/2023

  Please see attached

  Business Response

  Date: 05/16/2023

  We have scheduled an apt with **** onMay 16th to troubleshoot the inverter that was just replaced per Solar Edge's direction

  Customer Answer

  Date: 05/22/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.  After more than a year my solar panels are  up and running.    I appreciate all or the efforts of the BBB in providing assistance in getting my problem resolved.  Hopefully moving forward Synergy by way of Solar Edge will find ways to resolve these issues more expeditiously than mine.
  
  

• Initial Complaint

  Date:01/03/2023

  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.

  I had solar panels installed in ************************************************************************************************************************************************ August of 2022 of the s**** still leaking asking them to fix the problem before the rains starts. I checked in my attic on 12-31-22 to find out there's another leak.

  Business Response

  Date: 04/21/2023

  This is resolved.  Synergy reached an agreement with the homeowner that the entire roof should be replaced, Synergy arranged for a special pricing for the homeowner to have a completely new roof and Synergy with the homeowner, had the panels removed and replaced.  Homeowner is satisfied.

   

  Customer Answer

  Date: 04/22/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  Date:10/05/2022

  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.

  We bought our solar panels in December ******************************* January 2020. They seemed to be working fine until this June 2022 when half of them stopped producing. We contacted Synergy right away (June 27,2022) because our contract with them says they must come out in two business days. They didn't send anyone out until July 8th and he didn't do anything except tell ** he thought it was the micro inverters without getting on the roof. On July 16th they hired someone outside of their company to fix the panels and they spent about 4 hours repairing and said the system had been wired incorrectly. August 24th we noticed through our monitoring system (Enphase) the panels were still not working and Synergy also has access to Enphase so they can see they aren't working. August 25th a repair person came out and said we need new micro inverters and that's the last we have heard. We have called, emailed and texted the company many times including the owner ************************* who sold ** the system and they will not respond.

  Business Response

  Date: 04/21/2023

  Homeowner had lack of full power due to the failure of warranted components in 2022.  Three micro inverters were found to be faulty and have been replaced.  For the past four months or more the system seems to be reporting at full capacity.

  Customer Answer

  Date: 04/24/2023

  I am rejecting this response because: Synergy refuses to come out and check our solar system, they will not respond to our calls or emails. Our system is still not working correctly and we are looking to hire a lawyer if they do not fix our system. We have a warranty and they are not honoring it. All weve asked of them is to come out and to please get our system fixed. Our true up bill the first two years was under $400 and this last November it was $1900 which they should reimburse as they have admitted to it be wired incorrectly. They did come out but it is still not working as our true up bill is already very high. We would love to resolve this issue if they would stand behind their product and workmanship and get it working correctly. Thank you, ***************************
  

  Business Response

  Date: 05/10/2023

  ******************* has talked to the homeonwer to explain what the past problem with the system and Synergy has confirmed that the system is up and running as it should.   The homeowner has been advised that all panels are working properly and the homeowner seems satisfied