ComplaintsforBaker Home Energy

• Initial Complaint

  03/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a home with a solar system provided by Baker. The system has never worked properly, their technicians have been to the property numerous times, and they havent resolved the issues. This has been going on for months. Their customer service wont respond to emails. If you can get them on the phone, they do not have any answers, they refuse to replace the equipment that has years of warranty remaining, and their managers or executives will not speak with customers.

  

  Business response

  04/19/2024

  First and foremost, we extend our sincerest apologies for the inconvenience experienced by the customer due to the equipment malfunction of the system. We understand that the expectation was to have a fully operational system from the onset, and the prolonged resolution process has been disappointing.

  The system issue has been thoroughly investigated and resolved. The delay in rectifying the problem was largely due to the time taken by the manufacturer of the equipment to address the technical complexities involved. We assure you that this was an isolated incident and not reflective of the high standards we set for our products and customer service.

  Sincerely, ********************

• Initial Complaint

  12/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The installation of my solar was not installed as planned or reviewed with me. Now at least two of my panels are shadowed by part of my other roof. The installers modified it, due to making it easier for them and assured my there would be no change of production from the system. This was obvious false, since the next day after it was installed I sent them pictures of them with shadows from the roof. Their response was that they would pay me 15 cents per KW from what they guaranteed the system would output for 2 years. The communications from their project team as been terrible and I even gave them this feedback several months ago. Now, nobody is calling me back or responding to me. I have tried the number several times, have left messages, and have left chat responses in their project portal. I was told someone from their management would call me back two-weeks ago, and I have still heard nothing. I am stuck with their panels installed, but I can't move forward to getting my solar completed. If they are not going to respond, what do I do with the panels they have installed.

  

  Business response

  12/14/2023

  Thank you so much for taking the time to give us this feedback. We are very disappointed to learn that our team did not contact you with the efficiency our customers deserve. I am happy to hear you spoke with ******* on 12/11/2023 and she is addressing your concerns. If there is anything we can help you with please feel free to contact us and ask for the ************* Lead.

• Initial Complaint

  03/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Baker Electric sold us a heating system that does not adequately heat our home. We were not informed of the system limitations or warned the system would not work for us. This resulted in us having to install a new furnace to properly heat our home.Transaction date: 02/11/2022 initial order; 03/07/2023 subsequent order Price paid: $16,132.45 Business committed to provide: heat pump, air handler; subsequently forced air furnace Nature of dispute: Initial product did not provide adequate home heating Business has tried to resolve problem: Denied refund request Account/order/tracking number: ********;

  

  Business response

  04/05/2023

  Thank you for bringing this to our attention. We value all feedback and strive to ensure that our customers are satisfied with our services.
  
  We provided the homeowner with both dual-fuel and heat pump options during the initial consultation in early 2022. The homeowner expressed the desire for a heat pump solution to stop paying high costs for propane and had independently researched heat pumps to take advantage of the energy provided by their solar system. We clearly explained that a heat pump system would provide a different level of heating comfort than a dual-fuel or propane system. Despite this, the homeowner declined the dual-fuel option and chose the heat pump system, which was installed in February 2022.
  
  After expressing dissatisfaction with the performance of the heat pump system during the past winter, the homeowner requested that it be replaced with the dual-fuel system. We offered a courtesy discount on the dual-fuel system, which was accepted by signing a contract for the work. The new system was installed in March 2023, and we were paid in full for the completed work. The heat pump equipment was left with the homeowner per their request. At no time until after the dual-fuel system was installed and paid did the homeowner ask for a refund for the original installed system.
  
  While we regret that they were not satisfied with the comfort by heat-pump, we believe that the discount we provided for the replacement system was a fair and reasonable compromise.

  Customer response

  04/05/2023

  We trusted Baker to provide a solution that would work well for us. It did not. We picked the more expensive of two proposals assuming it was the optimal solution and the second proposal was a cost-saving but less effective option. Our only research was based on information provided by Baker after the contract was signed. That information only indicated that a heat pump-only system is less efficient at temperatures close to freezing or below - not that a heat pump-only system provides literally no heat at or near freezing temperatures. There was no explanation to us that a heat pump-only system would provide a different level of heating comfort. Why would we pay extra for a system that would not meet the demands of our environment? We waited until the dual-fuel system was installed and adequately working to ask for a refund as getting an effective system was critical and our highest priority. We were fine with using Baker again as we believe in general they do good work but in this case they apparently were not adequately informed of the limitations of a heat pump-only system. If Baker knew those limitations I have no idea why that type of system was sold to us unless we signed some sort of disclaimer acknowledging our intention to proceed given the limitations.  The furnace courtesy discount of $1,979.35 was not adequate compensation for our $16,132.45 extra expense to get an adequate heating system installed.

• Initial Complaint

  03/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased 12 solar panels and an Enphase battery from Baker Electric in January of 2022. In January of 2023 we started having issues with red alerts that our battery and four microinverters were malfunctioning. I have called numerous times to Baker Electric and Enphase both trying to get a technician out to the house to repair or replace the battery. Enphase tells me that Baker is responsible for repairing or replacing the battery not Enphase. Baker has stopped responding to my emails and calls.

  

  Business response

  03/27/2023

  Working in conjunction with Enphase's technical support, it was determined that the battery was malfunctioning and subsequently replaced under Enphase's manufacturer's warranty by Enphase.  Baker's Service Manager is continuing to work with homeowner to ensure that the battery is performing as designed.

• Initial Complaint

  09/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased our solar from Baker Electric in March 2019. in June of 2021 our inverter failed. It took Baker ************************************** June 2022 our inverter failed, again. This time for 53 days. We have had our solar for 4 *******. We are currently on our 3rd inverter. Baker "stands behind their products." We have asked for a different brand inverter to be installed and Baker refuses. They say they will help us get a new one installed at OUR cost. The technician who installed the final inverter told us Baker doesn't even install the Solar Edge inverter anymore. Baker originally was going to reimburse us approximately $115.00. We reviewed our contract and it should have been approximately $515.00. They agreed to the approximately $515 but I have to sign a form that I will not, in writing, or voice, talk bad about Baker. I should be able tell anymore my opinions on this company. Also, the $515 is pennies compared to what we had to pay SDG&E. I want a guarantee, in writing, that if this inverter fails that Baker will replace at their cost, a new brand inverter.

  

  Business response

  10/10/2022

  We sincerely apologize for SolarEdges slow warranty process to replace the failed inverters which were covered by their manufacturers warranty.  Baker replaced the inverters at no cost per our labor warranty, as well as reimbursed the homeowner beyond the coverage provided for in our system production guarantee as an agreed settlement.

• Initial Complaint

  09/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My solar system that was installed in 2017 by Baker Electric. Since 27 July 2022 my system has not been producing anything- the SolarEdge inverter failed. Again. In 2019, the SolarEdge inverter failed and it took Baker Electric 30 days to replace it. Now, again in 2022, I am waiting for a replacement- well over 30 days. I have called and spoken to two different customer service reps who ensured that this was going to be done quickly. Three calls, same responses- I cannot elevate this to anyone who can answer my questions. The individuals I have spoken with are well versed and have assured me that the inverter would be replaced promptly. I even was told it was a "priority" but I have heard from no one. As for the SolarEdge inverter- I have asked Baker representatives to see if a different brand can be installed. This doesnt seem to be a possibility. For a second failure of the same brand inverter, my concern is its failure after warranty. Baker Electric is the advocate for the installation of this product and swings the most weight with manufacturers why are they not changing to a different vendor or putting pressure on SolarEdge? When the next one fails and is out of warranty (ie I have to pay for it), I will not have Baker address the issue.I am paying full prices for electric and payments for a Baker Electric solar system that does not produce. August is my second highest production month and when I use the most electricity- its a big bill and solar was my relief. I cannot reach out via e mail to Baker (the service e mail is "Blocked") and there is no other way than consistent calls to the customer service rep who cannot elevate this concern.It seems Baker Electric is more geared to getting new customers than taking care of those they have. They have moved on from the type of system I have and do not care to make repairs quickly or addressing repeat failures of a poorly designed inverter by going with another brand/vendor.

  

  Business response

  10/03/2022

  We sincerely apologize for the manufacturers slow warranty process to replace your failed inverter.    The inverter has now been replaced and the system is again operational.

• Initial Complaint

  08/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We sighed a contract with Baker Solar to install a home battery and add additional solar panels to our roof top in August of 2021. We also contracted with them to have a main service panel upgrade. It is now late August 2022 and after countless delays, excuses, finger pointing, and abysmal communication throughout this entire project; our solar system, old and new, and home battery are installed and they have passed inspection. The Net Metering Application that must be submitted to SDG&E by Baker Solar has been rejected twice. During this 1 year period of time there was approx 1 week where the section of our roof where the solar panels were to be installed was unavailable to Baker because of new roofing being installed. As a homeowner we have tried diligently to get Baker to communicate and update us on our project. We have sent countless emails and left phone messages. Bakers response to us has been you are in the queue. After this 2nd rejection from SDG&E (Aug 19) we have tried to reach Baker with no response. I called SDG&E this morning (Aug 23) and they told us that they have not heard back from Baker and that the single line diagram needs to be corrected to reflect that we only have 1 home battery not 2, as falsely reported in earlier paperwork. We have spent the longest and sunniest part of the year without solar. Weve paid a large price both financially and emotionally. If you could help us resolve this issue with Baker in a timely manner we would be grateful.

  

  Business response

  09/02/2022

  We agree with homeowner that the project has taken much longer than anticipated.  Difficulty coordinating with the homeowners roofing contractor, as well SDG&Es schedule to upgrade the homes electrical service, significantly impacted the projects timeline.   The paperwork error that further added to the delay has been corrected and the system is now operational.  Our sincerest apologies for the poor experience.

  Customer response

  09/02/2022

  
  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

  07/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Baker Electric hired 619 Roofing to perform work related to a solar install. I received no change or work order for this work and as such did not authorize it. Baker Electric has not paid 619 Roofing for the work for over 45 days resulting in a construction lien being taken out on my house. Baker Electric's failure to pay their bills has resulting in my inability to refinance or sell my home until this is resolved. This is a charge that is solely the responsibility of Baker Electric.

  

  Business response

  08/03/2022

  We sincerely apologize to **************** for the confusion with 619 Roofing.    Baker has reimbursed **************** for the expense incurred for related roofing work in order to maintain a previously existing warranty from his roofing contractor.  Payment for that work will be made by **************** to 619 Roofing.

• Initial Complaint

  06/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a solar system with a battery backup from Baker Electric Home Energy which was installed on January 19, 2022. The Enphase battery ordered does not work and despite multiple calls and emails and at least 4 technician visits, the company has been unable to get the battery to work as designed and as committed to per contract. In fact, the battery was incorrectly installed at first and about 3 months later was "corrected." In addition, I have been told at various times that "you don't know how to operate the ***** "there is nothing wrong with your system" and "we are working on it." I have spoken to their Service Manager, their Office Manager and even emailed the company President in the hope of getting them to get my new battery to work as promised. I am reaching out to you in the hope that you can get this company to deliver what was promised and what I have paid for in full. It is now almost five months down the line. I appreciate your help in this regard. Many thanks, *************************

  

  Business response

  06/24/2022

  Hi ******,

   We understand and sincerely apologize for your frustration regarding this issue.  It took much too long to resolve.  After our recent visit to your home with a battery specialist, and the help of the manufacturers engineer, we are happy to report your battery is now operating as designed. Our service manager will continue to be a direct point of contact to you until you are completely satisfied with the remaining questions you have.

   

  Thank you for allowing us to work on the repair and confirm your satisfaction with the battery operation.
  
  

  Customer response

  06/24/2022

  
  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.  In fact the issue has now been resolved and I am very grateful to the BBB for helping me sort out this issue. THANK YOU. 
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  04/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Below is the email I sent to *********************** which contains sufficient information regarding my claim against Baker Electric. **************,This regarding the improper installation of electrical wires within my electrical panel for my home. As you can see from the attached picture labeled "Figure 1 ** 30A" the electrical connections for the condenser unit is not connected and therefore my house does not have air conditioning. I expect these wires to be connected to my panel with the associated breakers as soon as possible as Baker Electric should have done the installation correctly in the first place. In that same picture there is another set of wires with blue terminations which are also not connected and I need to know why these were not connected. To find out the root cause behind my ac unit not functioning I had to call Action Air who installed the ac condenser to inspect the unit. Upon their inspection they were able to find out that the ** unit was not functioning due to not being connected at the panel. For this diagnosis I had to pay $40 which I expect Baker Electric to pay for since if the installation was done properly I would not have had to call action air. I have also attached the invoice to this email as "Figure 2 Action Air Invoice" . Finally I want to state clearly that since I have hired Baker Electric for this project this quality has been extremely poor. For instance, just today I spoke with *********************** to see if this could be resolved as soon as possible and he assured that if I did not hear from someone regarding this issue by 2pm today to give him another call. ***************** is now forwarding my calls to voicemail.

  

  Business response

  04/22/2022

  Hi ******. Baker replaced your HVAC breaker and the 3rd party HVAC company tested it. We are happy that everything is resolved. Thank you for your business. 

*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. ↩