ComplaintsforPowur

• Initial Complaint

  04/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted with Sunnova for the installation of solar panels. They use Powur in my area for this. I had several roof inspections done by both Powur and Sunnova before installation to be sure there were no roof problems. On my main house the installers installed the panels on both sides of the roof doing so from the front and over the ridge for the backside. In doing this they loosened my ridge caps. With the first bad storm after the solar panel install the ridge caps started blowing off, dozens of them. I contacted Powur and after some more back and forth and more ridge caps blowing off they sent out an inspector who took pictures and concluded it was not their fault, even though the caps blew off in the middle of the roof where they dragged the panels over. I contacted a licensed contractor who visually inspected the roof and gave me a price for the repair $800, he did conclude that the work on the roof caused the ridge caps to come off. Powur told me to fix the roof and submit the paid invoice. I did but they are only willing to pay $400. I have tried to engage with ******* for their help they seem to agree that the inspections that were done show a fairly new roof with no defects. Powur will not give me or Sunnova a reason for not paying in full for the damages.

  

  Business response

  04/15/2024

  Dear *******,
   
  Thank you for bringing this issue to our attention. At Powur, we pride ourselves in the promise of open and honest communication throughout your solar system installation. **************** is at the forefront of everything we do, and we would like the opportunity to turn your experience around. Upon further review, we have approved the full reimbursement amount of $800 for the ridge cap repairs. We sincerely apologize for your experience and any confusion this may have caused.
   
  If you have any questions or concerns regarding an active solar installation, don't hesitate to contact our customer success team via email at **************************************** chat by visiting chat.powur.com, or phone at 1-866-GO-POWUR.
   
  Respectfully,
  Powur Customer Success Team
  1-866-GO-POWUR

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a solar panel system from Powur. I was promised 95% offset by the engineer and salesperson. To date, I have had 13 months of solar production, and my offset has not reached 95% in any month. I requested Powur compensate me for the lack of production, provide me with more panels at no cost or release me from the contract. Their only offer was for me to buy molre panels. I also requested ****************, who holds the note to my loan, to assist me in the process of holding Powur accountable. Launch stated they are the loan holders and have nothing to do with the production. Powur has been unresponsive for weeks at a time and still has not offered me any type of resolution.

  

  Business response

  04/04/2024

  Hello *******,
  
  Thank you for bringing this to our attention. At Powur, we pride ourselves on our promise of open and honest communication throughout your solar system installation. **************** is at the forefront of everything we do, and we would like the opportunity to improve your experience.
  
  A member of our Executive Escalations team member contacted you today April 4th, to discuss your concerns. Please remember that our Executive Escalations team will be your primary point of contact until we can address all concerns. We appreciate your patience throughout this process and look forward to speaking with you soon.
  
  Respectfully,
  Powur Customer Success Team
  *******************************

• Initial Complaint

  03/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I spent $21,450 on Powur solar system. It was installed in December 2023. The county and *********************** finalized it in early Feb. To date only 1/2 of the system is operational and little has been done to rectify why the system is not fully functional. I feel like I am getting the run around and still have to pay my electric bill on top of having fully paid Powur.

  

  Business response

  03/20/2024

  Hello ****, 
  
  Thank you for bringing this issue to our attention. At Powur, we pride ourselves in the promise of open and honest communication throughout your solar system installation. **************** is at the forefront of everything we do, and we would like the opportunity to turn your experience around.
  
  Our Executive Escalations specialist has shared your concerns with our operations team and confirmed that your project manager has been in contact with you to provide you with an update. We apologize is this delay in communication. caused incertitude towards your project. Alternatively, you can reach us by email at **************************************** via phone at 1-866-GO-POWUR, or by chat at chat.powur.com. We look forward to resolving this for you soon. 
  
  Respectfully,
  Powur Customer Success Team 
  *******************************

• Initial Complaint

  03/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Powur is the worst company I have ever dealt with in my life from a customer service standpoint. I contracted with Powur to install solar. The house needed a new roof. Powur contracted with a company that did an absolute terrible job. When I fought to have the problems remedied, Powur dragged their feet until the interest rate and financing originally agreed to expired. I was then left with an ultimatum of either paying Powur for the roof or entering into a much worse contract. Since then, additional problems have surfaced regarding the quality of the roofing job, and Powur refuses to take ownership or remedy the situation. Irrefutably the worst customer experience I have ever had.

  

  Business response

  03/18/2024

  Hello ****,
  
  We are grateful that you've taken the time to inform us about the issues you've experienced. On 2/26, we created a case with our Operations and ********************** and sent a trusted roofer to your home to complete a report/inspection of your roof's condition. Your concern was due to a small puddle caused by your roof's slope taking a few days to evaporate. Our roofer completed the inspection and found no roof issues.
   
  At Powur, we pride ourselves on transparency and honesty throughout our solar system installations. Our top priority is ensuring you feel safe and satisfied with our customer service, and we want to do everything we can to help you. To further provide excellent customer service, our Operations and ********************** requested you contact a roofer of your choice to complete their unbiased investigation. Please share the report with our Operations and ********************** if they deem the issue workmanship-related. They will review the report to confirm the summary of the findings based on the evidence provided. You can also reach us at **************************************** call 1-866-GO-POWUR, or chat at chat.powur.com.
   
  Best regards,
   
  Powur Customer Success Team
  1-866-GO-POWUR

• Initial Complaint

  02/29/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I'm lodging a complaint against Powur ************* for deceptive sales tactics. Despite promises, the solar panels increased our bills instead of reducing them. On 07/25/2021, Powur representatives convinced my husband, who speaks limited English, to sign a contract without full understanding. The solar panels didn't deliver the savings promised, and our utility costs remained high. Powur didn't disclose all financial obligations, leaving us with unexpected expenses, including a credit loan line. They took advantage of my husband's language barrier. We feel misled and exploited. Additionally, they promised batteries for storing solar energy but didn't deliver. Powur's representatives refuse to assist in finding a resolution. We pay $300 to Powur and over $350 for utilities.

  

  Business response

  03/04/2024

  Hello Layth, 
  
  Thank you for bringing this to our attention. At Powur, we pride ourselves in the promise of open and honest communication throughout your solar system installation. **************** is at the forefront of everything we do, and we would like the opportunity to turn your experience around.
  
  Our Executive Escalations team member contacted you on March 4, 2024, to discuss your concerns. Please reply to that email as soon as possible. Please remember that our Executive Escalations team will be your primary point of contact until we can address all concerns. We appreciate your patience throughout this process and look forward to speaking with you soon. 
  
  Respectfully, 
  Powur Customer Success Team 
  1-866-GO-POWUR
   

  Customer response

  03/06/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, 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,
  
  ***********************
  
   
  

• Initial Complaint

  02/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On or around July 2022. I referred a friend to solar to a Salesman who sold me solar back in Feb 2022. I worked with both the salesman and the buyer because of my experiences with the salesman. I also posted on my social media of my experiences and wanted to help anyone I could for this salesman to obtain more clients. Because of delays with permits etc. this process takes time, In June 2023 the salesman told me they where waiting on final inspections, Finally around October of 2023 the client I referred solar was finally up and running. I contacted the salesman about how long it will take to get my referral bonus and he pretty much told me he has not been working since the summer and has no idea. I also found out from the client that this salesman sold solar to a different company then the one he sold solar to me. The salesman at no time told me this or to sign up for their "Ambassador" program that is on the Powur website. In December of 2023 this salesman told me to pretty much get lost and stop bothering him because Powur never paid him but he also told me he would just send me a check. After several text message he told me to get lost and he then stopped answering my text messages. I reached out to Powur. After several back and forth email from Powur they told me the sale went through months ago and they can not honor their referral. I sent several more emails to them to get an answer why but they have failed to email me back. .I have documentations of emails, text messages, direct messages and social media posts to support everything and would be glad to share.

  

  Business response

  02/22/2024

  Hello ******,
   
  We appreciate you for bringing this matter to our attention. We understand that your experience has not been a positive one, and we would like to have the opportunity to address your concerns. Powur's Ambassador Program allows anybody to submit leads for solar sales professionals on the Powur platform and earn $1,000 for each lead that goes solar with Powur. Signing up is also free and simple. Unfortunately, our system has no Ambassador account under your name or email. Powur requires an Ambassador account to be used to submit leads for payment to be issued. We apologize for the confusion and hope you have a great day.
   
  Respectfully,
  Powur Customer Success Team
  1-866-GO-POWUR

  Customer response

  02/22/2024

  I did not sign up for the Ambassador program, because ************* did not tell me about it .  I did not even know about it.   ***************************** failed to tell me he even was working for Powur.  *** was working for Sunrun the last I knew.  When **************** was completed and was running on Solar he notified me that *** was his salesman and he got the deal done through Powur. I asked *** going and he said I dont know but I'll take care of it.   Would you like my text messages between *** and I and also between **************** and I -  I would be more than happy to share.  I can also share a ******** post that I made public to help *** out! 

  

  Business response

  02/28/2024

  Hello ******,
   
  We understand you were unaware of this project's involvement with Powur or our Ambassador program. However, we can only accommodate projects with an ambassador assigned as the lead. Unfortunately, Powur cannot investigate this matter further. Thank you for being so understanding, and have a great day.

  
  

  Respectfully,
  Powur Customer Success Team
  1-866-GO-POWUR

  Customer response

  03/05/2024

  I received a call from Powur rep ************* someone in the back room is waiting on a response. 

• Initial Complaint

  02/13/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  See attached document for a full summary of the issue, including relevant dates. Below is a summary:In July of 2023, I signed legal documents to begin a solar system design and installation project. Powur was the solar company and Goodleap was the lender handling the financing, which was a 7-year solar loan. In the 8 months since then, Powur and their sub-contractor responsible for the installation, Draco, have mismanaged my project, repeatedly lied to me, and missed nearly every deadline imaginable. As of today, February 13, 2024, my system has been installed, but has failed inspection twice, and thus is not approved by the *********************, nor can I request permission to operate from my utility company, Xcel. My first loan payment to Goodleap is due on March 1, 2024 and theres no way that I will have a functioning solar system by that date, which means I will be paying ~$800/month to Goodleap for the forseeable future until this is resolved, and getting no benefit from my system. In other words, Ill be paying for a non-working solar system AND Ill be paying Xcel for traditional electricity from the grid.I have wasted at least *************************************************************************************************** this project: the ** at Powur, the ** at Draco, my salesperson ****, and a customer service person at Goodleap. Still, nothing has been resolved. I am seeking immediate resolution to this project once and for all, and significant financial compensation for my trouble and time. Additionally, I communicated to Goodleap in late December 2023 that they had been provided false information by Powur, indicating that my installation had been completed, when that was not, in fact, the case. Working with one of their customer service people, Noora, I foolishly allowed Powur to keep the funds that had been disbursed to them by Goodleap based on this false informationthis was in hopes that they would finish the project in a matter of days

  

  Business response

  02/14/2024

  Hello ******, 
  
  Thank you for bringing this review to our attention. At Powur, we pride ourselves in the promise of open and honest communication throughout your solar system installation. **************** is at the forefront of everything we do, and we would like the opportunity to turn your experience around.
  
  We apologize for the delays on your project and have shared your review with our operations team. On 2/12/24, your project manager contacted you to give you an update and will continue to do so until your project is complete. Once again, we are sorry for this delay in progress that caused incertitude towards your project. Alternatively, you can reach us by email at **************************************** via phone at 1-866-GO-POWUR, or chat at chat.powur.com.
  
  Respectfully,
  Powur Customer Success Team 
  1-866-GO-POWUR

  Customer response

  02/14/2024

  This response is completely unacceptable and ignores any of the issues Ive identified with the current state of my project, most especially the significant financial and safety liabilities that I mentioned. Just saying that someone at Powur told me something on Feb 12th and theyll tell me some other stuff on some other date is completely ludicrous. I expect that someone gets involved to course correct the absolutely absurd path this project is on, immediately.

  

  Business response

  02/16/2024

  Hello ******,
   
  Your Project Manager last contacted you on February 15, 2024, to give you an outline and update on your project's progress. Our installers will complete the site visit on February 19, 2024. This site visit will address the remaining factors needed to ensure you pass your next inspection.
   
  Please reply to your Project Manager's email as soon as possible with any additional concerns you may have. Please remember that your Project Manager will be your primary point of contact in resolving this matter, including any reimbursements you may qualify for. We appreciate your patience throughout this process and look forward to speaking with you soon. 
   
  Respectfully,
  Powur Customer Success Team
  1-866-GO-POWUR

• Initial Complaint

  02/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We committed to getting solar in July of 2023 based on what we were told during power point presentations with a sales person named ****. He told us that we should not be paying more than 10%-20% of our prior years bill, meaning that we should have been getting a bill for somewhere between ***** dollars per month. We have yet to see a bill below $100. We are averaging $150 per month. He also told us that we needed to get a battery to get us as close to one to one net metering as possible and we were told by the company just yesterday that our system is set up to run at 50% grid dependency, which we would never have agreed to as it is not helping us. We were also told that we would get a one time refund from federal taxes of $18,000 and SC has a *** of $3500 per year so the state refund would be spread out for 5 years. We have done our taxes and we do not have the tax liability to get even close to that kind of refund. So the loan that we got for this program was set up at $247 per month and then all of that rebate money would go back to the loan so that our payment would not go up to $305 after 18 months. Basically we were sold a lie because nothing that was presented us was accurate or truthful. We have tried to contact **** multiple times and have not received any responses. We have also contacted the company directly multiple times and were told that our issue was escalated to management one time and that was never done. We called again yesterday and were told that the manager was in a meeting and we would get a call back same day and never received any call back. Between the loan payments and our electrics bills we are now paying more than what we were paying without Solar. If we had known any of this prior to being sold a lie, obviously we would not have continued with this system.

  

  Business response

  02/14/2024

  Hello ****,
  
  Thank you for bringing this to our attention. At Powur, we pride ourselves in the promise of open and honest communication throughout your solar system installation. **************** is at the forefront of everything we do, and we would like the opportunity to turn your experience around.
  
  We identified that you have been working with our ************* team who last engaged this Monday 2/12/24. you requested your concerns to be escalated please be on the look for a reply or call from our customer care leadership. They will be your primary point of contact until we can address all of your concerns. If you have anything else to add to your request, please reply to that email as soon as possible. We appreciate your patience throughout this process and look forward to resolving this matter.
  
  Respectfully,
  Powur Customer Success Team
  *******************************

• Initial Complaint

  01/26/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Powur ID#****** On 11/1/22, I entered into a contract with Powur, a solar system company out of **********. The Sales person *********************************** told us that we would get two rebates, one from the government and one from CPS, the electric company in ***********. He said that Powur would provide documents to apply for local and government rebates when the project was complete. The contract read that they would complete the work 30 days from the contract date. The company that was going to do the work, did not show up on the day they were supposed to start so I called ********************** and told him to contract another company. He had 5 star solar come out and install the system but they made mistakes and had to come back several times to fix what they had done wrong. They also did some damage to my attic and had to fix that. That took time and pushed the completion time back, it took over a year. I was told that the rebates would come after the job was done. I recently called Powur about my rebate as I am doing my taxes and spoke to ********************************* who told me I have to submit a tax form for my government rebate and call CPS for my local rebate. I called CPS and was told that they requested paperwork from Powur in July 2023 for the rebate and got no response so they closed the account in August 2023 due to nonresponse. I called back to Powur and spoke to ****************** and told her that CPS had requested paperwork for my rebate but that they did not respond so the account was closed. I told her that I felt that Powur was responsible for my $2,500.00 rebate that I should have gotten from CPS and they should pay me that amount for not complying with the contract. She told me that she would send my complaint to the rebate office and they would take care of it. I have not heard from them since. I feel that they should be responsible for the money I did not get from CPS. This company makes money out of empty promises.

  

  Business response

  01/30/2024

  Hello *****, 
  
  Thank you for bringing this to our attention. At Powur, we pride ourselves in the promise of open and honest communication throughout your solar system installation. **************** is at the forefront of everything we do, and we would like the opportunity to turn your experience around.
  
  Our ************* team member contacted you on January 25th, 2024, to update you on your investigation. They are working with our Interconnections team to look over this more. Please remember that our ************* team will be your primary point of contact until we can address all of your concerns. If you have anything else to add to your request, please reply to that email as soon as possible. We appreciate your patience throughout this process and look forward to resolving this matter. 
  
  Respectfully, 
  Powur Customer Success Team 
  1-866-GO-POWUR
   

  Customer response

  01/30/2024

  I received an email from Powur stating that they sent CPS an application for my rebate.  I called CPS and they told me that they sent a request for the information they needed to give me my rebate but Powur failed to send the paperwork.  As a result, CPS closed the account due to nonresponse.  I think that Powur should pay me the $2,500.00 I was supposed to get.

  

  Business response

  02/09/2024

  Hi *****,
   
  We were able to have one of our interconnection specialists investigate your case. Your utility rebate application was submitted without your dealer included. The additional information that *** asked for was to have the dealer fee included in your application. However, to qualify for the utility rebate, the project's Price Per Watt (PPW) could not exceed $4.00/watt (system costs/ system size in *****). Unfortunately, submitting the information request by *** would have caused your project's PPW to exceed the $4.00/watt limit. You would no longer qualify for the rebate, so the additional information was never provided to ***. Our interconnection specialist will provide evidence of the *** request as proof of this information. I'd like you to please be on the lookout for their email; if you have any additional questions, they will provide answers on that email thread. We appreciate your patience throughout this process and apologize for this confusion. 
   
  Respectfully,
  Powur Customer Success Team
  1-866-GO-POWUR

  Customer response

  02/12/2024

  I do not know what Powur is talking about.  I was not told anything about ***** or that I would not qulify for my rebate.  This was never explained to me.  I feel that I should not be the one to submit paperwork about anything.  Powur should have notified me of what was needed.  I think that the electric companys and Powur work together to disqulify customers to avoid paying incentives.  Powur should be responsible for payment.

• Initial Complaint

  01/16/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I bought Solar from Powur 19 months ago. Powur failed to file the proper paperwork with the **************** I am now paying a high Utility bill in addition to the payment for the solar panels. Powur failed to provide their promise that was guaranteed at time of installation to follow up with the utility company and file the necessary paperwork to operate the solar panels. In addition, they provided 2 faulty microinverters that were damaged and not working at the time of installation. I had to call multiple times and follow up multiple times. This has cost me over $3500 in bills so far and I am only in month 7 of the second billing period of my TOU plan with Southern California ******* My bill will be over $2000 this year for Powur failing to file the proper paperwork necessary to operate my Solar with the **************** I am asking that the company file the paperwork so that I am connected to the grid. They need to complete the job that they were paid to do and follow up for services that I paid for. The services were paid for and I have a job that is incomplete based off of the contract that I signed.

  

  Business response

  01/19/2024

  Hello Rose,
   
  Thank you for voicing your concerns to our immediate attention and we sincerely appreciate your feedback. At Powur, we pride ourselves on open and honest communication and extend our apologies for your experience. Feedback like yours will ensure we implement the necessary changes as we grow. In researching your project, we can confirm Powur has filed everything properly and we show the written Permission to Operate letter from Southern California ****** on file dated 6/14/2022. Additionally, we see that our ************* team has contacted you this week to further investigate this matter and will be in touch accordingly.
   
  If you have any questions, don't hesitate to contact our customer success team via email at **************************************** chat by visiting chat.powur.com, or phone at 1-866-GO-POWUR.
   
  Respectfully,
  Powur Customer Success Team
  1-866-GO-POWUR

  Customer response

  01/24/2024

  I want the business to have the instslller come to my home and fulfill the contract that I paid for. From the beginning of this process I have had issues and concerns. I have detailed emails to the company showing that I had low power issues with high bills. Two micro inverters were non working at the time of installation and had to be replaced and reinstalled causing a problem. The installation has always been a problem from the beginning. This company needs to do their due diligence and follow up to ensure that the system is properly set up and connected to the grid. I am not receiving credit from SCE and my bill is currently almost $2000 for month 7. This company is claiming they fulfilled their end of the contract. The contract is not to put panels on my roof but to provide cheaper alternatives for energy. At this point they have NOT completed their promised delivery of goods. I want them to inspect and investigate the issue. If they do not follow up I will file a complaint with the ************************* Consumer Affairs and start going to media with my bills as proof of breach of promise. I want follow up and then this will be resolved. 

  

  Business response

  01/26/2024

  Dear *****************,
   
  Thank you for bringing this to our attention and we sincerely appreciate your feedback. At Powur, we pride ourselves on open and honest communication and extend our apologies for your experience. **************** is at the forefront of everything we do, and we would like the opportunity to turn your experience around. We looked further into this and we can see that net metering credits are reflected on your utility bill, however, our ************* Team is still actively reviewing your project and you can expect to be contacted again directly soon. 
   
  If you have any questions, don't hesitate to contact our customer success team via email at **************************************** chat by visiting chat.powur.com, or phone at 1-866-GO-POWUR.
   
  Respectfully,
  Powur Customer Success Team
  1-866-GO-POWUR

*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. ↩