Complaints

This profile includes complaints for V3 Electric, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

V3 Electric, Inc has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  V3 Electric, Inc

  4925 Robert J Mathews Pkwy Ste 100 El Dorado Hills, CA 95762-5700

  
• 

  V3 Electric, Inc

  9007 Arrow Rte Ste 140 Rch Cucamonga, CA 91730

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:12/25/2023

  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.

  On 11/20/23 V3 electric came to my property while I was at work and did not have my permission to come on my property. While they were here they did something to my electrical which in turn messed up my refrigerator. On 11/21/23 I called V3, however by the time i got off of work it was too late. I called them again on 11/22/23 and told them my refrigerator was hot and not working properly. They were supposed to send someone on 11/25/23. No one came that day. I called them on 11/25/23 and they said i had to wait for the next available tech and date. On 11/27/23 I called them again and V3 gave the tech my wrong phone number and they blamed me for it. Mind you i have text messages for months with V3 electric. I found the receipt for my fridge that my deceased VA father purchased for me. Thank God it still had warranty. Me being the honest person i am told V3 that the fridge still has warranty, however V3 stated they would pay for my food loss since it occurred on their time. V3 refused to pay for my food loss. Then V3 told me i could not receive the VA $600 rebate for stars of stripes for my dad. This was promised to me and i gave ******* the text messages and i have the emails as proof. ***** also told me they were going to pay for my first two months of service due to having to resign the paperwork and waiting. ******* told me no i could not have both. This was promised to me. I told V3 they can not go on my property without my permission without me being present as they keep going when my children are home and harassing my children. They destroyed my fridge and blame me for it and will not reimburse me for food loss, VA stars and strips and my first two months. I told them i want their solar panels off my property. Since they lied to me about everything including destroying my property, which the tech did not check to make sure it was working before he left. I just want them to leave me alone as they have already cause me stress, and crying. I have proof from work

  Business Response

  Date: 12/27/2023

  Hello,

  We apologize for any inconveniences that this customer experienced, however, due to incorrect information being provided on multiple occasions there was longer than usual delays.  According to our database, we have notes that the customer confirmed her appointment for 11/20/23.

  On 11/20/23 the appointment was completed and we did not hear from the customer until 11/22/23 regarding her refrigerator concerns. Unfortunately we were given conflicting information from the customer regarding the fridge (it has power, it does not have power, etc). It was initially believed to be an issue with the outlet, based on the information we were given. Due to this, we asked the customer if she could use an extension cord until we could get at technician back out the following week, to which the customer agreed.

  On 11/27/23 we attempted to schedule a follow up with the customer for 11/29/23 but she informed us that she instead wanted a technician from the refrigerator company to come and take a look on 11/29/23 due to her "warranty." We were then informed that the outlet in question works, it was simply just the fridge not staying cool.

  On 11/29/23 we asked the customer for an update. The customer informed us that a part on the fridge needed to be replaced and that the fridge company would be doing this on 12/1. We informed the customer that we would need a report back from the fridge technician to determine if the *** (main panel upgrade) on 11/20 caused any issues with the fridge part and if so, we would compensate the customer for lost food.

  On 12/1 we followed up with the customer and she informed us the fridge technician was unable to find the correct part. We then offered again to come out to assess this personally, however the customer refused, stating that she no longer wants us on her property. Due this, there was additional delays and it was not until 12/07 that the customer allowed us to come assess the situation ourself.

  On 12/07 we arrived at the customers home and confirmed the outlet had proper power and no breakers or wires were incorrect. The service crew went over all possible electrical failures, we tested outlets, wiring and conducted a full voltage test. Everything came back on our side as clear and positive, with no electrical failures anywhere within the electrical currents or deemed a result of the *** upgrade that was given. She contacted her financier company and advised them her refrigerator was old, so that *** be why it shorted out, but  that she had a warranty on it for replacement. We confirmed that the fridge had power and was working, however, it would not cool. Due to our findings, we determined the fridge stopped working due to a freon issue. When we explained this to the customer she was not satisfied. At this point the customer began asking about other ways to receive compensation. We have a program in place called Stars and Stripes, this program is offered to Veterans and all emergency crew for their service to our country. ****** did not serve in the Military, her father did, and sadly her father had passed before we came out, (typically she would not get this discount, but she was offered it by mistake). This reimbursement is *up to $600, She refused to show us her utility bills, so we had no idea what she was charged from her utility provider. Since this was an error from our sales ***** It was decided to just help her and compensate the entire $600. We have tried to go above and beyond for ******, even though she has used numerous profanities when speaking not only to Management, but to our customer service team as well. 

  When she spoke to ******* she told her conflicting information that her refrigerator was new, we now know this was not the case. When herself and ******* spoke on the phone regarding the warranty repair company that came out to fix it, ******* discussed continuing this conversation further once she received the report back from her warranty company. This would allow V3 to figure out what failed, and the remedy that was taken to get it back in working order again. We let her know on several occasions we would reimburse her food, if her warranty company could deem the fault came from V3.

  She has yet to send this report to V3, but has continually used profanities to every employee that has picked up the phone to help her. We are at a stand still as the customer has advised us she hired an attorney and no longer wants to proceed forward. We are here to help her and would like to move her project forward, however she has told us to remove all equipment from her home and she no longer wants to proceed. V3 was left with no other option than to transfer this account to our legal team.

  Customer Answer

  Date: 12/28/2023

  I am rejecting this response because: please see attached.
  

  Business Response

  Date: 01/03/2024

  Hello,
  As discussed in our previous response, we outlined the customer's fridge issue by specific dates to provide an accurate timeline of events. We additionally provided information pertaining to the stars and stripes compensation. Lastly (and also as mentioned in our previous response), due to our electricians findings we asked the customer to send us the fridge warranty report to figure out what failed. If this report stated it was due to V3, we let her know (on several occasions) that V3 would reimburse her food. The customer has never sent us this report, nor food receipts. At this point we may have to seek other alternatives to resolve the issues. We have no hard feelings towards the customer but it is clear at this point we will not resolve the issue through this medium.

  Customer Answer

  Date: 01/08/2024

  I am rejecting this response because: I am rejecting V3s response. Why do you keep avoiding the part where ***** agreed to pay for my first 2 months of my solar and my food loss and my stars and stripes. Seems like you are not for the customer and you are for yourselves. You do not care about helping the customer. Seems like you just want my money and not keep the promises V3 made to me.
  The warranty on my refrigerator has nothing to do with you coming to my house on working on my electric. The report only tells what was done, not wat caused it or what might have caused it.
  My refrigerator stopped working on your time when you came to my house not when the *************** came.
  I sent you my bank statement because i did not have all my food receipts.
  Even the warranty technician told me there is no way to find out who or what caused it. So no one is to blame and this is what he said.
  I just want V3 electric to be responsible and cover my food loss as you were the ones who worked on my electric that day and that when my refrigerator went down and all my food spoiled the next day and you cant even do that. What kind of company does that to a customer they want especially their service.
  I dont want your service or your panels on my property anymore.
  I am tired of V3 making up excuses not to help me. You keep avoiding my questions. 
  I do not want you on my property ever again.
  When your technician came he was already leaving my house, I wasnt even in my house when i came home to see what he did. I told you ******* specially no one is to go in my home without me being present and you guys failed to do that.
  Stay off my property and leave me alone you have done enough damage. 
  Take your solar panels and leave me alone.
  My children are scared of you and feel harassed as well as myself. I feel threatened and you have made me stressed at work especially at Thanksgiving with no food. 
  Take your panels and your sloppy service because i am not going to deal with you lying people anymore. 

  Like i said i have proof, dates, times, emails, text messages, names, if needed i will show everything to proof V3 is lying. 
  
  

  
  

• Initial Complaint

  Date:11/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased solar panels and a battery from Sunnova in March. ******* hired V3 to do the work. V3 did not have me review or approve the plans which caused them to show up on 7/3/23 solar panels and 8/5/23 for battery trying to put the equipment I purchased in a location I did not want. I told them to where I would like it and they explained it would need a revision of the plans. They still did the installation. I was assured it would not take long to complete the revision. I called V3 on multiple occasions for an update. For over a month they had not even started the revisions. I had continued to run into issues with V3 as they would continue to make mistakes on the plan revisions and do things like show up to my house unannounced with no appointment and not return my calls. My first payment would be due 11/17/23 and my system is still not running. The inspection failed on 11/17/23 because the sub-panel was improperly installed and there was an additional change I wanted that V3 did not revise in the plans. This will push back completion of the work another couple months. I have had a terrible experience with them from workmanship, to customer service, to lack of communication.

  Business Response

  Date: 11/21/2023

  Hello,
  We apologize for any inconvenience the customer may have experienced. We had a discussion with the customer on 11/17/23 and assigned a direct point of contact who can provide regular updates. As the customer mentioned, V3 is solely an installation partner for this job; thus, we can only operate within specific parameters set by Sunnova. Unfortunately, we did not receive information about the customer's preferred location for the batteries. We are more than willing to place the batteries where the customer desires; however, this requires a revision, and approval from Sunnova is necessary. We regret the delay the customer is experiencing, and we are working diligently to complete the project as quickly as possible.

• Initial Complaint

  Date:11/14/2023

  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.

  This is the second home I'm having solar installed on by V3 solar. I have made 3-4 leads to get solar installed on my family and friends homes.. My first experience was flawless, hence why I went through V3 again. This recent experience has been horrible, as it stands I will never recommended V3 again. The salesmen (*****) is impossible to get a hold of, I have called and texted him countless times. The rooftop solar was installed last month, however, the back battery just showed up. The worker came to install the battery and asked me where the hardware was, I told him I thought you were brining it, why would I know where it is. Again, tried to get ahold of the salesmen *****, no answer or reply. This experience has been horrible all while I still have to pay my PGE bill. ***** told me that he would look into getting me financial help to cover the gap, and now crickets. I have not heard from him. I just want my solar completed. Please help me get answers. Thanks

  Business Response

  Date: 11/15/2023

  Hello, 

   

  We spoke to this customer yesterday over the phone about this situation (11/14/23). We sincerely apologize the customer has not had the same experience as they had before. We always strive to provide our customers with an excellent experience. Upon speaking with the customer, we informed him that our *************************** would be the best point of contact moving forward so that we can provide him with the most up-to-date information. We sincerely apologize this experience has not yet lived up to the customers previous experience, but are hopeful we can remedy the experience moving forward. 

• Initial Complaint

  Date:11/13/2023

  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.

  RE: Purchase of additional solar panels; not lease or subscription in March, 2023.March/April, 2023 - Engaged in purchase of additional solar panels with V3 Electric. Key requirements:- Homeowner PURCHASES AND OWNS equipment and electricity - Auxiliary system DOES NOT POSE A RISK to the existing solar grid or structure - Auxiliary system is installed per HOMEOWNER/PRIMARY SOLAR COMPANY GUIDELINES May 2023 - Installation began. - PROBLEM #1 NOT FOLLOWING AGREEMENTS. No project manager or pre-reviewed plan.June 2023 -PROBLEM #2 - INSPECTION FAILED. Inspector highlighted HAZARD of damage/fire. -PROBLEM #3 NO V3 ELECTRIC CUSTOMER SERVICE. No return of calls.-PROBLEM #4 3rd PARTY REVIEW FAILED. Revealed risk of the high voltage load and power bursts. Remediation needed. V3 Electric rejected complaint.July, 2023 TERMINATED PROJECT - I terminated project stating V3 Electric was not adhering to terms of agreement. Also, stated I do not accept risk and work that was completed without my knowledge or consent. - V3 Electric agreed to meeting scheduled for July 24th.- PROBLEM #5 V3 ELECTRIC LIED ABOUT PURPOSE OF MEETING. Technician arrived but told me he didnt have authority to resolve my issues. Instead, he completed work WITHOUT my knowledge or consent.- PROBLEM #6 3rd PARTY REVIEW. Found V3 Electric tethered the systems together and in the process dismantled monitoring for my original system. Risk to integrity of original solar system and house. August/Sept. 2023 -PROBLEM #7 V3 ELECTRIC ASSERTS NO PROBLEM; FEES. V3 maintains that since the auxiliary system passed inspection, they require $9.5K to remove system and close account. I rejected *********************** claims and fees as they did not satisfy the terms of the original agreement.Seek other trusted company to undo/fix what V3 Electric has done with ALL COSTS covered by V3 Electric.

  Business Response

  Date: 11/15/2023

  Hello, 
  We have made multiple attempts to work with this customer to settle all of her concerns regarding the project but unfortunately have been unable to come to a resolution. To touch on a few of the customers concerns: 
  1- We do not designate a project manager for each solar project, as this is not explicitly outlined in our contract. However, we provide dedicated support through our customer service team, who are available to address any inquiries our customers may have at any stage of their project. Our sales representatives thoroughly review the entire contract with customers in the comfort of their homes before signing. Customers only proceed to sign if they are completely at ease with the terms."
  2- Despite failing the inspection on June 15th, we promptly addressed the required corrections as per the county's request. Unfortunately, we faced challenges scheduling the reinspection due to the homeowner's refusal. Meeting this inspection requirement is crucial for the project's progression, as it is a standard expectation for all contractors.
  3- Based on our database records, we have responded to every phone call initiated by the customer. Nevertheless, we've encountered challenges reaching the customer when returning calls. Despite attempting to establish regular communication multiple times without success, we have engaged in several email exchanges with the customer.
  4- The "Third Party" individual mentioned by the customer is a friend of theirs employed at the Sacramento ********************** (as explained to us by the customer). It is important to note that the governing authority in this customer's location is the County of El Dorado, not Sacramento County.  Additionally, we have not received any documentation from the customer's third-party inspection. Our compliance is based on adhering to the requirements of the county building inspector in El Dorado County, where the customer resides.
  5- According to our database, the appointment we believe the customer is referring to was booked as an inspection correction service call which the customer confirmed. 
  6- Once again, this conclusion was derived from the input of the "Third Party" friend enlisted by the customer. Despite our multiple attempts to clarify that we strictly adhered to the guidelines of the El Dorado County building department and El Dorado ********************** the customer remained unconvinced. We also emphasized to the customer that when homeowners opt for solar installation, necessary modifications to their MSP (main service panel) are standard for wiring the solar system. It's crucial to note that we consistently abide by county guidelines and fire regulations. Had the project proceeded as planned, a fire inspection would have been required by the *************** **************** The homeowner is more than welcome to schedule this inspection at her convenience, and it comes at no cost.
  
  
  Unfortunately we have been unable to ease the customer's mind. We have tried to explain the safety of our install but to no avail. We understand the customer's desire to cancel and accept the customer's request, however, because the customer's project is nearly complete and V3 has done nothing to breach the contract, the customer would face a cancellation fees for our completed work. We sincerely apologize for any misunderstandings or concerns the customer has and are still willing to try and make this work. 
  
  

  Customer Answer

  Date: 11/20/2023

  I am rejecting this response.

  We have different perspectives about what was asked for, agreed to and provided.  So, Im glad I talked to other experts including:1) my original solar company, 2) a C-10 electrical contractor, 3) a Sacramento-county fire department engineer and 4) folks at **********************************.  They educated me, offered advice and resources.  I found them all very helpful.
  
  Having said that, I need to respond to V3 Electrics specific claim of responsive customer service and desire to resolve customer problems.  Yes, ********************** has contacted me numerous times, but not in the way they describe.
  
  1) Scheduling a meeting to develop a mutually agreeable plan but instead sending a technician to complete work on my home WITHOUT the Homeowners knowledge or consent is called a RUSE.
  
  2) Emailing me that no new work has occurred after being confronted that external security cameras recorded a technician talking on the phone, taking out tools and making changes to my home is called LYING.
  
  3) Repeatedly calling/texting me to schedule work, after work has been halted due to a dispute, is called BADGERING. 
  
  4) Sending V3 Electric employees to my home on the pretense of solving problems only to later tell me that specifics of those discussions did not occur is called GASLIGHTING. 
  
  In the past nine months, theres been a lot of game playing and cover-**** but no significant effort toward 'mutual problem solving'.  So yes, I have terminated the project, have sent V3 Electric employees away and am now seeking an alternate path to resolve my issues.
  
  In retrospect, I wish I had worked with my original solar company.  I wanted to support a local business, and I believed the V3 sales rep about how work would transpire, and problems got resolved.  None of it was true.  ****** learned.

  
  

  Business Response

  Date: 11/21/2023

  Hello, 
  We are in agreement with the customer that we have reached an impasse. We have offered every alternative that we are able to do so. It appears we are unable to accommodate the customer's request and the customer has declined any alternative we have suggested. At this point we may have to seek other alternatives to resolve the issues. We have no hard feelings towards the customer but it is clear at this point we will not resolve the issue through this medium. 
  
  

  Customer Answer

  Date: 11/22/2023

   
  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:11/01/2023

  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.

  Representatives arrived at my home talking about a P.G.&E. battery backup system installed free in homes which qualify and are in a wildland fire threat area (which I am). They said it was 'like the Tesla system,' and that they were P.G.&E. contractors. As it turns out, P.G.&E. will have a program like that starting in January but the system is NOT a Tesla system.We called P.G.&E. and found out about the program which installs the system. We also learned that anyone representing P.G.&E. as a contractor must display a P.G.&E. supplied ID badge with their photo on it. Neither man who came here displayed such an ID. They called back a few days later asking more questions and stated that it IS a Tesla system. I pressed them on that and they said they did say it was a Tesla system. They continued asking questions about our monthly bill and if anyone in the home had a medical problem that required electricity. I stopped them by saying 'anything I need to know or any questions you need answered, send it to me in an email, good bye,' and I hung up. I am just over 70 but my minor in college was speech communication and I sort of specialized in persuasive speech. I know a scam when I hear one. I have written some advertising materials and know how speech can be manipulative. THIS WAS A SCAM. BEWARE!

  Customer Answer

  Date: 11/02/2023

  V3 Electric

  4925 ************************************************** #***

  ***************, ** 95762
  
  Phone: **************

  Business Response

  Date: 11/06/2023

  Hello,
  We apologize for any confusion or misunderstanding that this potential customer experienced. Currently there is a program through PG&E called the **** Resiliency program. This is a PG&E program for batteries, however, this particular rebate comes directly from PG&E and not V3 Electric. This is not a pilot program for PG&E, they are offering this rebate to homeowners that purchase batteries if they qualify. We apologize if this was not clearly explained to the homeowner.
  
  

  Customer Answer

  Date: 11/08/2023

  The bait and switch, the asking for more information and wanting to come by again, not wearing the required ID badges from P.G.&E. all indicates an attempt at selling your product instead of actually representing P.G.&E. All anyone has to do is go through the other complaints here on the BBB website concerning your company to see that there are better electrical contractors to deal with out there.

  Business Response

  Date: 11/08/2023

  Hello,

  As a solar contractor, we are a developer with PG&E and submit for the rebate on behalf of the customer: *************************************************************************************************************************** . We apologize if this was not immediately clear. We are committed to providing accurate information to all potential clients in hopes that a program will benefit them.

• Initial Complaint

  Date:10/17/2023

  Type:Sales and Advertising 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 originally signed a contract with Sunnova solar to add solar panels and tesla powerwalls to our house in April 2023. Sunnova subcontracted with V3 electric for the installation. We have had workers out to our house twice. Once to install the solar panels and once to install the powerwalls. Zero communication was made about what the plan is to finish the job or even what has been done to our house, besides what we can visibly see. Both times the installers just left our residence. When the second set of installers came out they claimed they had no notes on what the previous crew had done so they did not know what all needed to be done. Again, they left without discussing with us what had been done. When they installed the power walls and replaced our breaker box, they damaged our stucco on the outside of the house leaving massive holes that are likely to cause major water damage to my house in the event of inclement weather. We have made multiple attempts to get ahold of someone within the company to just schedule the job to be finished and we cannot get a straight answer from this company. We have asked to speak with supervisors/managers and they refuse to give us a direct phone number. This has been going on for MONTHS. We are beyond 6+ months of trying to get this work finished. In the meantime we continue to pay electric bills of over $300 each month when by now we should have had our solar functional.

  Business Response

  Date: 10/25/2023

  Hello, 
  We sincerely apologize for any inconveniences that this customer has experienced. As the customer mentioned, we are just an install partner for this job. Due to this, there can unfortunately be some delays that are out of our control because we are waiting on Sunnova for approvals or adjustments to the project contract. We did not receive this project from Sunnova until the end of May nor the information we needed in order to permit it until the end of June. We apologize that the installation experience was not up to the customer standards, however, we have been in recent/regular communication with the customer to get the remaining issues resolved. We have a service call scheduled on 11/3 and are actively working to get the customers' Stucco re done so that it is back to its original state. The customer now has one of our account managers assigned to his project and is in regular communication to resolve the ongoing issues. We thank the customer for their patience and are quickly trying to finish the project.
  
  

• Initial Complaint

  Date:10/13/2023

  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.

  Sales personnel ***** and ****** built a solar panel system to 115% of current usage over the previous 12 months. Great promises of excellent services, warranties of production, and system equipment were provided, resulting in the signing of an agreement with V3 over other companies despite it being more expensive. The initial installation process had several issues including electrical work damaging our property and delayed service starting; however, we were happy once the system was finally working.Once the system was finally operating, we discovered a leak coming from the roof and going into the walls of two bedrooms. V3 came out in April and turned off the system to assess and make repairs, and later determined via a 3rd party contractor that they hired that they had failed to properly seal holes they drilled for panel installation. In June, it was discovered that they had forgot to turn the system back on, thereby eliminating all production during a time when the system would have generated some of the highest production for the year. We contacted V3 requesting reimbursement for all usage, not net usage as we were projected to generate more than consume. They have continued to refuse to provide adequate reimbursement, offering $110.61 despite almost 3 months of our system being turned off due to their negligence. When asking for a itemized breakdown, they refuse stating they are reimbursing as a courtesy with no contractual obligation to do so. This contradicts what was promised by the initial sales personnel to reimburse for lack of production by their system. This indicates that either the initial sales personnel lied in order to fraudulently get us to sign a contract, or their office staff are unwilling or unable to provide assistance and accurate reimbursement and documentation.We are requesting reimbursement for all usage incurred during the time the system was turned off by V3 and an itemized statement of the reimbursement provided.

• Initial Complaint

  Date:10/04/2023

  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.

  The solar panels were installed on 24 JUL 2023, yet the system has not been tuned on or activated.

  Business Response

  Date: 10/05/2023

  Hello, 

  We sincerely apologize for the delays this customer has experienced. We do agree with the customer, they have unfortunately experienced extended delays throughout the duration of their solar project. The project was signed for right at the beginning of summer which also coincided with NEM 3.0 passing. While we always expect summer to be our busiest time of year, due to the passing of NEM 3.0 we had a higher than normal backlog. While we never want any of our customers to experience delays, it can happen. We are very sorry this has been the customers experience and it is never our intention for this to happen. We should have provided better communication to the customer explaining the delays and we apologize for not doing so. The good news is that we are now at inspection and are very close to being done with this project. The local jurisdiction required additional load structural information and once that is received we will be able to finish the project. We appreciate the customers patience with us during this project and again apologize for the delays. 

  Customer Answer

  Date: 10/06/2023

  I am rejecting this response because: V3 has done very little to communicate. In discussions over the last 2.5 months, with different parties, I think ****** indicated that a system placard was required for the inspection; I went out and looked and there was nothing that looked like a placard.  I had already called ************************* about my complaints.  When I tried to call him again several times to let him know what I was told, he ignored and/or didnt answer.  I called ************** (person he came to my home with) and she has provided little or no information; but at least she answered the phone. She has been in contact since, but again, little or no information was provided. The communication problem isnt just with the customer, but they should communicate better with their own people, so they can pass it on. The purpose of getting the system was to save money, especially during the hot summer months. Can someone let me know when it will be turned on? Summer is officially over.
  

  Business Response

  Date: 10/09/2023

  Hello,

  We sincerely apologize for the experience the customer has faced. According to our database notes we spoke with this customer earlier today (10/9/23) and explained the current delays. The local jurisdiction is requiring additional load calculations be submitted before we can schedule the final inspection. The load calculations have been completed and we are now waiting for the local juridisction approval. We also let the customer know that typically this approval process takes a couple weeks, however, the jurisdiction may additionally require the utility companies approval which can extend the approval process timeframe. Unfortunately this part of the process is out of our control but we are happy to say with confidence the customers project is moving forward. We will be checking for regular updates and keeping the customer informed. Again, we sincerely apologize for the delay this customer has experienced as this is never the experience we want any customer to have. 

• Initial Complaint

  Date:09/15/2023

  Type:Product 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.

  This company solicited my business and set up follow up appointments to further discuss their products. When I refused to provide my social security number with no clear indication of the purpose for this information, and they learned I was a single, female, head of household, they never showed up for the appointments they scheduled. I was discriminated against for my personal situation, and then blatantly ignored as not a valuable customer. This behavior is unacceptable and must stop

  Business Response

  Date: 09/19/2023

  Hello,

  
  We would first like to apologize to this customer if she had anything short of an excellent experience. Our sales representatives do have to ask some questions that might be considered sensitive information because we offer financing for solar. Financing does require a credit check, hence the need for a social security number. We apologize if this was not clearly explained. In addition to this, our sales representatives may ask additional questions to first time solar customers to see if they qualify for any additional savings or programs. We only ask these questions with the best of intentions to help out our potential future customers.  According to our records this customer made it to our Site Survey/Proposal'' stage which requires a credit check. At this point we would have needed the customer's social security number, however, we did not receive this information and we were unable to keep progressing with the project. If the customer is still interested in solar we are more than happy to pick up where we left off to explore if solar is a good option for them. 
  

  
  

  Customer Answer

  Date: 09/20/2023

  I am rejecting this response because:

  I was never informed of the need for a SSN for the site survey.  ******* specifically noted this was NOT required after I provided ample evidence of my excellent credit history. 

  Furthermore, if the appointments were cancelled because of lack of information from me, I should have been notified. Following the meeting where we discussed the program and I shared my credit history, nobody ever reached out to note they nobody from V3 would be present to conduct the scheduled appointments. 

  Your poor communication and changing requirements are grossly unprofessional, and I continue to believe that I was discriminated against for being a single, female homeowner. 

  
  

  Business Response

  Date: 09/20/2023

  We are so sorry if the process was not clearly outlined from the beginning, that is not how it should have gone. We can confidently say that discrimination was not at play as marital status and gender have no bearing on our financing options. Credit is the only metric used. It sounds like this project was unfortunately not properly handled by sales staff and we truly apologize. Again, we're more than happy to pick up where we left off if that is the desired outcome this homeowner seeks.

• Initial Complaint

  Date:08/17/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  V3 installed solar om my house. In the process damaged the siding of my house drilling holes into the vinyl where there was no support, blew out exposed joists with badly placed lags, which damaged the structure of the patio. They also damaged the almost new roof, drilled a hole in an exposed new breaker panel that was left open in inclement weather. After many complaints they came out to repair the damage which consisted of caulking the holes in the vinyl which is not a perminent fix, and placing putty in the damaged structure to hide the damage. The company agreed to pay a third party contractor to repair their mistakes and after giving them multiple quotes from licensed contractors they are now refusing to pay.

  Business Response

  Date: 08/18/2023

  
  Hello, 
  In late April of 2023, we installed at this customer's residence. Initially, the customer expressed dissatisfaction with the installation's outcome, prompting our team to return on May 9th to address concerns related to the placement of the inverter, disconnect, and conduit. Upon completion of these adjustments, our records indicated that the customer was satisfied with the resolution. However, matters took a turn in early June when the customer communicated renewed dissatisfaction with the completed work.

  
  Despite our efforts, we encountered challenges in engaging with the customer for further assessment and potential repairs. Regrettably, the customer declined our requests to revisit the property for a more comprehensive investigation. In an effort to ****** greater confidence, we offered the customer the option to secure two separate quotes from reputable subcontractors, each holding a valid CSLB (Contractors ******************** license. Subsequently, we received the first quote from the customer at the end of June but did not receive a second quote until August 14th, 2023. 
  
  Upon evaluation, both quotes diverge from what we perceive as the remaining scope of work, based on our photo documentation following the initial corrective measures. I would like to emphasize that V3 is not refusing or denying the estimates provided. However, given the notably high figures presented, we deemed it necessary to send a field manager to visit the customers home and ensure the accuracy of these estimates.
  
  In a sincere effort to advance the resolution process, we communicated to the customer that a site visit is essential for us to validate and align the scope of work. Regrettably, the customer has thus far declined our request to revisit the premises for this crucial verification. We remain dedicated to achieving a resolution for this customer.

  Customer Answer

  Date: 08/21/2023

  I am rejecting this response because:

  When I was passed off to my 5th point of contact which was *******, who said she would be handling my case and not hand me off again, we agreed that V3 should not come back onto my property. That was a lie I was once again handed off to another manager who is now stating they want back on the property. I have done everything they have asked. ******* was aware of the damage that was caused and asked for quotes from contractors for the repairs to my siding, structure of the roof on my patio and electrical panel replacement that they damaged. Now that I have got them the quotes they want to come back on my property and assess the damage that they already tried to cover up. They are stating they dont know of any damage when they sent crews out to repair it which all they did was cover it up.  The contractors I had at my house said that the patio structure is now comprimised from the damage to the joists that V3 damaged. The siding on my house had s**** holes drilled into it and then screws removed and the holes were caulked. The contractor informed me that that is not sufficient and will not last. The electrical panel was drilled into and a hole was left in the panel that was almost brand new. I have spent months dealing with V3 not showing up to appointments, damaging my house, passing me off to 6 different employees to start this whole process over just for them to change the rules, and decline to pay for the damages after they said they would pay once quotes were recieved. 

  Business Response

  Date: 08/24/2023

  Hello,

  
  As a company, we maintain a team of dedicated customer service representatives who serve as our customers' initial point of contact. Based on our records, our representatives diligently followed established protocols. Upon receiving the initial notice of the customer's dissatisfaction with the installation carried out in April, we promptly initiated a service case. Repairs were subsequently made in May to address the concerns raised by the customer. After the initial repairs were completed in May, the customer indicated satisfaction with the remedial measures taken. Regrettably, the situation shifted in June when the customer contacted us again, expressing renewed dissatisfaction with the work that had been executed in May. In response, the customer was immediately escalated to a managerial level.

  
  Since the occurrence in June, there has been no further communication from the customer and we did not receive a 2nd subcontracting quote until August. Notably, since June a new customer service manager has taken over and is continuing the approach established by the previous manager. In line with the customer's preference, it was acknowledged that further work on the customer's property by V3 would cease; however, it is important to clarify that there was no indication that a follow-up visit would not be required to assess the remaining scope of work. It is our standard practice to ensure a comprehensive understanding of any outstanding work that needs to be completed. 

  
  Given the customer's dissatisfaction with the initial repairs, we acknowledged and approved their request to seek alternative quotes from subcontractors possessing valid licenses issued by the Contractors ******************* (CSLB). As mentioned previously, the customer did send us two quotes from subcontractors, however, both quotes differ in the scope of work we believe to be remaining after our initial attempt at making repairs. There is a disparity between the outlined scope of work in these quotes and the documented photos captured after the completion of our initial repairs. Our intention is to address the situation and restore the customer's property to its original state. However, we believe it is prudent to exercise due diligence by verifying the accuracy of the remaining scope of work as presented in the quotes.

  
  We would like to emphasize that there has been no refusal on our part to cover the expenses detailed in the provided quotes, however, we do need to arrange for a field manager to visit the site and validate the authenticity of the quoted work before proceeding. As of August 23, 2023, we have received the customer's consent to send a field manager from our team during the week August 28th to assess the remaining damages. Once our field manager completes a thorough assessment of the remaining damages and captures the necessary photo documentation, we will be more than willing to move forward, on the condition that the quotes and corresponding scope of work are deemed credible and accurate.