ComplaintsforEpic Home Solar

• Initial Complaint

  09/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went through Epic energy to have solar on my house. I was having a problem with it not working properly. I went on the solar edge app to trouble shoot Aug 15, 2023. Solar edge stated I needed to get in touch with the installer because the inverter was not pairing panels. I called Epic Energy because they were the company that original installed the solar. **** at epic said the inverter wasnt working and would order a new one. I have made numerous calls to Epic Energy just receiving a voice message which I leave out of frustration, asking for any information regarding inverter status. On Sept 6, I placed a call to Epic Energy **** (project manager) answered and told me only **** could talk to me, I asked her if the inverter had arrived she told me not as of the Aug 30th. I asked her if **** would please call me. That has not happened. Today I went on my solar edge app to see if the inverter had arrived. As of my case # it says the product was delivered Aug. 21, 2023. To an address in **************, I dont know where Epic Energy has there products delivered. it has been a month and I feel like this company has no communication with customers. I paid a lot of money to this company for Solar Id like it working properly.

  Business response

  09/18/2023

  Hi *******, 

  Apologies for the delay! We are looking into whether the inverter was delivered and our team will get back to you shortly with a date and time when we can perform the service call! 

   

  Thanks, 

  Team Epic

  Customer response

  09/21/2023

  I am rejecting this response because:I have tried to communicate with Epic Energy this week. Problem still not fixed. 
  

  Business response

  09/21/2023

  Hi *******,

   

  We tried calling you on August 19th, and left you a voicemail. We got in touch with you yesterday and have your new inverter set to be installed on October 5th.

   

  Thanks,

   

  Team Epic

  Customer response

  09/21/2023

  I am rejecting this response because.I have kept all my correspondence with your company epic energy and any voice messages with your company. I did not speak to anyone yesterday regarding the inverter or the date and time to be installed. Oct 5th For ********************************************************************.  Im hoping this actually gets done. Because its costing me money everyday its not working.
  

• Initial Complaint

  06/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On new roof there are shingles that need to be fixed,on the solar system the ground cables need to be re located into the garage. The wiring in the fuse box needs to be fixed the fuse box panel is installed improperly the panel sits about an inch away from breakers because of new wiring needs to done properly

  Business response

  06/07/2023

  We are investigating the issues the homeowner has claimed and will respond to them shortly as soon as we have the details. It is worth noting that the project (roofing and solar) did pass inspection by the building department however we will strive to resolve any issues that remain. 

• Initial Complaint

  05/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went through Epic Energy to have solar panels installed in my home and were able to begin using them fall of 2021. By fall of 2022 they completely stopped working and when I finally was able to figure out the mobile app through solar edge to check what was wrong, I saw that they hadn't been producing any energy for the last months. I call them and they say the inverter went out and they can order one, but no ETA on when the part would get there. Then, I get another update weeks later that it has been shipped, but no tracking number is available so they wouldn't tell me when the part would get there. When I finally call another couple of weeks later on a Monday, I was told that the part was there, but they couldn't tell me when they can send someone out. Now almost 2 months later I have an appointment set up and I am now being told I have to pay $300 for them to replace the part. If the part is covered under warranty because within 1 year it stopped working, then so should the service be covered as well! According to them they aren't the manufacturer, so they have to charge for their service; as if I chose Solar Edge to begin with. I am spending 30k on these panels and I truly regret getting into this contract with this company. Absolutely horrible experience.

  Business response

  05/19/2023

  Hi **************, 

  Unfortunately, we do not provide monitoring services (as we give the homeowner the tools to monitor their systems) and the defective part is covered under the manufacturer warranty, not Epic's workmanship warranty. SolarEdge does take a long time to send ship their replacement parts but now that we've received it I'll work with the service team to get you scheduled as soon as possible. As this is a manufacturer issue, the manufacturer is typically responsible for the service fee to complete the repair but I will check with my team to see if there are other reasons for the $300 service fee. 

  Thanks, 

  Team Epic

  Customer response

  05/19/2023

  I am rejecting this response because: I understand that the monitoring part does fall on the homeowner, I do not have an issue with that. With that being said, I highly doubt that I am the only customer that has had this issue, so when I am calling and I constantly get "I don't know" as an answer, it's of course going to create frustration. There should be a clear timeline of when issues can be resolved, rather than just telling the customer "IDK." I was given a detailed answer by **** that their technicians "also have to be paid" so if I want them to replace my inverter then I have to pay OR I can simply take the inverter to another company and have them replace it. Which means I am going to have to pay regardless and trying to send me with someone else to get it replaced is not appropriate given that I went through EPIC, so that is the company that should be assisting me in fixing my issue. If the manufacturer is covering the service and the part as well given that is their issue, then there's absolutely no reason why I should have an invoice from Epic in my email right now for $300. 
  

  Business response

  05/19/2023

  Hi **************, 

  I talked to my team and this is the only issue. We will forgo the $300 service fee. Thanks for being part of the Epic family! 

  Team Epic

  Customer response

  05/19/2023

   
  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

  02/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed a contract with Epic Energy's ****** branch on October 2022 for a solar panel installation. The saleswoman, *******, made a guarantee that I would get a price cut on my the amount I would pay, but when I received the contract 1 week later, my prices were the same. At the bottom of the contract, it states that Sunnova (the company partnered with Epic) makes no guarantees or promises regarding federal tax credits or discounts. I was not made aware of this when ******* lied to me about the supposed discount. Not only that, she promised that Infinity Energy (the installation company) would offer me a ********** gift card to pay for improved insulation in my house. I reached out to ******* multiples to check on the status, but she never responded. I contacted Infinity about this, and they claimed they were only in charge of installation. They gave me the number of *******'s supervisor. I called the supervisor and explained the situation, and detailed everything ******* promised, including the gift card. A few days later, ******* called and apologized, claiming on whatsapp that she sent my gift card containing $750 to my email address. I waited for a week, but it did not arrive. I spoke to her supervisor again to complain regarding the card. Two days later, ******* sent me a third message asking for my email address to send me the gift card. A day later, she messaged me with a receipt showing an order number. I contacted ********** and gave them the number, and they claim that they were unable to locate my card and that I should tell the sender to contact them directly. I relayed this back to ******* with an email address and phone number to call **********, but to this day, I have not received a response. I am now convinced that *******, and by extent Epic Energy, have scammed me by lying about my contract and the gift card. I have already spoken with the office of the attorney general, and I demand either a cancellation of my contract or price drop.

  Business response

  02/15/2023

  Our back office is not aware of a promise of $750 ********** card. We will look into that. We are willing to agree to the $750 ********** card if the customer agrees to close this complaint. 
  
  Separately, we strongly disagree with the customer's statement that he did not understand the terms of the financing. In general, a customer has a monthly rate for the first 18 months and then if he/she assigns the tax credit to the financing company then the monthly rate remains the same. The customer signs documents agreeing to these terms and also completes a verbal welcome call where this information is covered. He can get that recording from the financing company. Our reps are trained to cover the terms of the agreement and to tell the customer to consult with his/her tax consultant for more information. I was not in the house with the sales rep and the customer and the rep denies saying the things the customer is complaining about. What definitely is true is that the customer signed documents with those terms AND verbally confirmed those terms on a welcome call. 

• Initial Complaint

  02/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  As mentioned in the email I sent to you guys.-Epic Energy failed to clean up multiple times, garbage left behind. Multiples images I still have. *************** they had sent someone out because we weren't going to send final payment until the garbage was cleaning, but claimed they couldn't get to certain spots so it was pointless.-Epic had Hispanic underaged children workers on site and going on the roof. I spoke with an employee on the phone about this and told them how uncomfortable and how illegal this was.-On our video camera workers were laying down on our private property and called out upon on camera systems to tell them to get off our trailers in the front. -Damage caused by an employee inside our home and told it was going to be fixed. Now, 6 months later, nothing. We have been ignored completely. I offered a chance to change the lighting fictive to a ladder option, much much cheaper...no response.-Poor work done for a roof being paid to be completely redone and solar installed on top. Solar is seemingly okay so far, but the roof has some issues that I have brought to their attention via text, and email. Everyone refuses to get back to us in regards to this. Yelp and BBB have this rated as a very bad grade.-Customer service is horrific. It has been 6 months. 6 whole months of nothing.

  Business response

  02/16/2023

  We did what was  on your contract, your contract states no dry rot included. We did find dryrot at the *** once torn off that absolutely had to be replaced per city inspector and it was but the city passed the rest as often times there is wood that *** look damaged but the city doesn't state that it needs to be replaced because it doesn't affect the integrity of the roof. It's just a visual . We are more than happy to give you a quote to replace it again it was not a part of your contract  as we are not here to charge you more money off of change orders.

  Customer response

  02/16/2023

  I am rejecting this response because:

   

  The company, Epic Energy, has refused to replace damage caused by employees that was promised to be replaced.

  We have been told for 5 months that this will be replaced and looked into.

  It has been ignored blatantly after being addressed after the assurance and physical measurements have been taken from the damage caused. How does that make any sense?

   

  We have offered a different solution because Epic has ignored us blatantly, pawning us off on different people upon different people. 

  Epic is to replace the damage their employees caused to the property as promised and admitted by employee.

   

  Fix it. Stop putting off the responsibility to people that don't reach out to us or don't actually work there. I have asked for contact numbers. Nothing.

  It is a ploy to delay time over and over.

   

  FIX THE PROBLEM. 

  We want our property damage caused by EPIC FIXED immediately! 

   

  Simple. 
  
  

  Business response

  02/20/2023

  To reiterate, we are willing to address any damage that our crew caused during the installation at no cost. However, for pre-existing conditions that were not specifically negotiated for on the contract, we are not responsible for them and cannot do them for free. The dry rot falls into this category because it was pre-existing and specifically excluded from the contract. Moreover, the inspector that passed the roof determined that it did not need to be replaced. We are willing to fix the dry rot for a discounted rate in order to help bring this matter to a conclusion. If the customer is willing to do this then we can send our ******* out to visit the property figure out where and how much dry rot the customer would like work done on. 

  Customer response

  02/21/2023

  I am rejecting this response because:

  EPIC has agreed to replace the damage they caused back in August of 2022, had someone come out to take measurements already and agreed to replace the damage they caused....which has NOT been fixed at all.

  I have emailed them a plethora of times on this matter, which I am more than happy to provide to BBB the emails. I mean...countless since the damage last year! Even now, since I contacted the BBB.

  I have CC'd project managers, front office people and random people that would come to our home from Epic that weren't even apart of our initial contact they have sent out randomly.

  We have not received any emails or phone calls in this matter and when asked for contact numbers, they refuse to provide any. The only contact I have is from ****, who pawns us off on other people that aren't with the company any longer or others who aren't responding to us. She is very well aware of the situation and can have someone get in contact with us or have someone handle this.  Again, we have asked for phone numbers for direct management to handle this damage caused by EPIC.

   

  For example, like now. I have written them twice since this correspondence and they have ONLY responded to you, the BBB. They have ignored us, to this moment.

  
  EPIC, FIX THE DAMAGE THAT HAS BEEN CAUSED already!
  You already came out to address last year, which took forever as it is, assessed, and took measurements of your employees damage WHICH agreed they were at fault. ***** did. 
  
  OR, if you refuse to fix it, we will send an estimate from a reputable company via email (CC'd) and you can pay for the damage since you are careless about damage caused by your employees to property owners. 

  
  

• Initial Complaint

  10/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 6th 2022 Epic Solar DBA Epic Energy was to install 10 high quality dual pane windows. On the evening of April 5th at about 7:00 PM i received a call from their installation manager claiming that they were only installing 8 of the 10 windows contracted for, 2 were on back order, but he didn't know which 2. April 6th was a very hot day in the mid 90s, and when I went to turn on the air conditioning at around 4:00 PM, the temperature in the house was 89 degrees. With the new dual pain windows, there was no way my house should be that hot inside. After numerous full tests of all 8 windows by ********* Building Inspector *******************************, it was confirmed that all 8 windows definitely don't meet ********** AAMA code standards, they have absolutely no e-coating whatsoever, along with being illegally installed.

  Customer response

  10/13/2022

  This is a copy of the Pace Funding contract for the 10 windows that Epic Energy was supposed to install. Note, the total cost is, ($11,500) as claimed. 

  
  

  I am requesting that Epic Energy be directed to cover the total cost for removing the 8 windows they installed, and new installation of all 10 windows previously agreed upon.  That is 10 **************** Monte ***** dual pane windows. 

  ******************************;

  
  

  Business response

  10/13/2022

  ******* has claimed that the windows (the brand and style of which were negotiated for and listed on the contract) are defective however he refuses to let any Epic or the manufacturer inspect the windows to verify whether they are in fact defective. If they are, we will happily replace them at no cost to the customer. I would again ask the customer to let us inspect the windows. If he does not then he is not following a common sense process to resolve his claimed issue.
  
  I would also add that the customer has breached his contract for the rest of the project that included solar by cancelling that part of the project outside of the right of rescission period. We've incurred substantial costs for that part of the project and he has refused to cover those costs that he has induced us to make. 

• Initial Complaint

  04/25/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Epic Solar did not install a generator, but they did received a payment from ********************** for the generator. They have ignored my phone calls, emails. The project manager's name is ***************************. He is a partner at Epic Energy. His phone number is ************ and email is ****************************** He has not communicated with since March 7th, 2022 via email. And accordance with his last email, they were going to refund me the money, but nothing has happened yet since September 24th, 2021. The refund desired is $25,000.

  Business response

  03/07/2023

  We have been in contact with this customer and we are currently attempting to schedule the installation of the generator at no additional cost and as specified in the original contract. The customer agreed to proceed over the phone with this arrangement but has failed to respond to our attempts to schedule the installation. We will continue to reach out to the customer to fulfill our obligations per the original contract. 
  

  
  

• Initial Complaint

  01/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired Epic Energy as our Contractor for a roof replacement using *** roofing materials. We didn't come to an agreement until Nov. 4, 2021 and our project was finally scheduled for Dec. 16, 2021. The actual start date ended up being Jan.14, 2022 after 2 delays by them. The *** system includes 6 parts, 1. Leak Barrier, 2. Roof Deck Protection, 3. Starter Strip Shingles, 4. Lifetime Shingles, 5. Cobra Attic Ventilation, 6. Ridge Cap Shingles. Also we had them remove a small back patio that was covered in the cost due to not reroofing that and any dry rot repair, total time on it was a few hrs. maximum. They also moved a pole on the front porch and added another one to make us happier for the look of the front house and keeping the porch properly supported. They botched this several times due to their lack of knowledge of this type of work even though they said it would be no problem to do or take that long. Complaint #1 They failed to install the Leak Barrier as per *** requirements, we have ************* proof on this. The Project Manager says they did as required currently, BS! He wasn't on site at all during the project being done. #2. Epic Energy is trying to say they spent 32 additional hours on the dry rot repair, again BS! They were only onsite for 47 hrs. in 8 days, with 2 days off for a project that was supposed to be 3 or 4 days tops! They sent a change order for almost $9,000 because of this 32 hrs. of dry rot work that never happened. They used a 2 man crew except for 1 day of the 6 working days, never completing one step before working on the next step of the project. Day one, part of roof removed, front porch dry rot replaced, only an hour of work for the porch dry rot work. They spent maybe 5 total hours on the dry rot repair, #3. New Rain gutters, downspouts and gutter screens took them almost 4 days to comp Our home is 850 square feet in size. The Leak Barrier missing and the change order charge is fraud. No details for materials & costs?

  Business response

  02/08/2022

  Customer has attempted to get the crews to do work that was not contemplated in the original scope of work. Also, the items included in the change order were required by the inspector in order to pass inspection. I have also been trying to get a hold of this customer multiple times to discuss the issues he raises and customer has not called me back. 

  Customer response

  02/11/2022

  I am rejecting this response because: Epic Energy did not call me back on my day off last Friday Feb. 4th as I had ask in a left message to one of the owners *******. The only calls I am getting from them now is from ***** the Sales guy who sold me this BS, as for an inspection is was someone from the County who came to make sure they did a few things that they check for per County Code, not a Roof Inspection as they are insinuating, more lies from Epic. I sent them an email last Thursday with further details to my complaints, asking ******* to give me a call tomorrow (Friday 2/4/2022) to talk about this and see what they're willing to do to make this right? We have lost our trust with Epic Energy and now I'm getting calls from ***** the Sales guy? What BS, he's the whole root of the problem as far as I'm concerned. I work during the week days and only have 1 day off, when I request a phone call on my only day off that week and I get a no call, email or anything? That shows me you're not serious about resolving this complaint, but trying to deflect the truth. I have photographic proof they did not install the 1st line of the new Roof, the Leak Barrier. As per their offer it shows where the Leak Barrier gets installed and the didn't do as pictured in their proposal and as what was promised by ***** the Sales guy who is calling me while I'm not available during the work weekdays. Their Change Order is a lie, what dry rot replaced was already known and included in the contract. The hours on site was just over 40 hours, so how can 2 guys take off a roof (which took them 2 days), tear down the back patio (7x12 ft.) spent **************************************************************************************************************** a total of 6 days of work with 2 days off also, put on the new roof with 2 guys for 5 of the 6 work days & 3 guys on the other work day? Also they botched the post moves on the front porch, we had to use our own 4x4 posts because the split 3 4x4's due to their botched job by using to big of bolts into the 4x4? I am calling ******* tomorrow Friday Feb. 11th to try and get them to make this right and stop the false accusations of me not returning their calls. I only got 2 calls from *******, the night of the day I filled my complaint with the BBB and then again on Monday while I was working but didn't get it until Tuesday evening after I got home from work.

  Sincerely,

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

  
  

  Business response

  02/11/2022

  My response to the merits of his comments is the same as before. Also, I am trying make contact to set up call to resolve the issu. I have called and emailed multiple times. When can ****************** be available? 

  Customer response

  02/11/2022

  I am rejecting this response because: I have emailed Epic with details to the complaints, I have returned his calls to the phone number he left on my voicemail and got his voicemail, left another message as to when I am available, which is today, otherwise it's not until next weekend Wednesday that I have another day off from work. I could be available in the evenings after I get home from work if ******* will answer my call?

   

  
  

  Business response

  02/14/2022

  Not sure when the response was written but we have since been able to talk and move to a resolution. We should be able to finalize things in the next few days. 

• Initial Complaint

  10/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  • Since we got solar, we are being “billed” near 2x the energy we were previously in Trueup charges **** & paying near amount monthly solar. I doubt our energy usage doubled the month we installed solar. Epic won’t provide how much energy our home is “using”, has not come out to our home to check usage or how things are going to ****. I believe its not working as intended, & they won’t provide info or fix. • 09/24/21 we noticed a 3rd large “true up” charge from **** in addition to solar bill. I called ****. **** alleged that they hadn’t gotten any energy from panels since June. • I called Epic 09/24/2021. No answers. • On 09/27/2021 I tried calling several times, no answers. • On 09/28/2021 I spoke to **** at Epic and ****. **** said they were getting very little from panels. Epic had me look at the phone application allegedly shows panels “working” but does NOT track how much energy is used. Epic would not tell me how much energy our home is actually using. We noted the combined energy usage, from the two amounts shown, suddenly “doubled” when solar was installed. I told **** we need to know how much energy our home is using, it seems like something is broken since we’re being charged almost 2x prior to solar we want it fixed. • 10/12/2021 I called and asked for an update, **** told me on 09/29/21 that they had a meeting, would call me next week. • 10/15/2021 I called, was told her or **** would call me. No response. • On 10/19/2021 I called & asked to talk to **** or ****. I asked them to call or tell me how to pay the fee to break the solar contract, I do not believe we suddenly doubled our energy usage, no response. • I called many times 10/21/2021, spoke to *****, who pulled up notes from 09/28/2021 call with **** & ****. He left off convo I had with **** about them needing to check what my home was actually using and have the system checked. Someone called, said ****, the owner would call me back, whom I had also left a VM for. **** did not call me

  Business response

  03/07/2023

  The customers complaint is that they are getting a yearly true-up bill when they expected their solar system to cover 100% of their past energy consumption. We have taken several actions to investigate this issue including sending out our solar ******* and a representative from PG&E to the home after the installation to attempt to identify the issue. We have also assessed the customers post-solar installation usage. Our findings are that the panels are producing the energy as expected. The remote monitoring service confirms that the panels are functioning properly and sending energy to the home in the amount and manner we expected. Our solar ******* and the PG&E representative also confirmed this. Additionally, the solar installation was inspected and passed so the overall function of the system is not the cause of the issue.
  
  There are two other potential causes for the true-up bill. One is that the home is consuming more energy than before the solar installation. Our analysis of the customers' energy bills post solar installation shows that they are consuming more energy than before and that energy costs more than before because PG&E has raised their rates. Unfortunately that is out of our control.
  
  The other potential issue is that there is some sort of electrical issue that pre-existed the installation of the solar system that is preventing the energy that the panels are producing from being fully used by the home. In other words, there may be an electrical issue that is causing a significant amount of loss of energy such that the power the panels produce isnt being used by the home. In order to further investigate whether this is the actual cause of the true-up bill, the customer would need an electrician to perform an audit of the homes pre-existing electrical system to determine where that energy loss (if any) is happening. We are happy to assist in facilitating this electrical work with a third-party electrical contractor. 

  
  

• Initial Complaint

  07/21/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Epic Home Solar has failed to follow through with the written agreed contract signed on 06/03/2021 to build a new patio cover on my home. The project is financed for which my credit was ran and approved. After many communication attempts about updates on the patio cover I was told I could no longer cancel, yet it has taken over a month to begin construction. They are blaming the city of Fresno for permit processing.

  Business response

  07/21/2021

  We regret having to delay the start of this job due to the permitting process. Unfortunately, this has been caused by factors outside of our control and exacerbated by COVID. Rest assured though that we are trying to expedite this process as much as we can and we will keep updated with the latest information. 

  Customer response

  07/22/2021

  I am rejecting this response because: I am no longer interested in doing business with Epic  Solar regarding the patio cover. They replaced my roof and installed solar panels in less than 3 weeks. This "delayed processing of permit" using COVID for a reason is an excuse because COVID wasn't a problem to install the solar panels. We are facing a historical heat wave where my previous patio was demolished within days and it has taken over a month to install a simple patio cover. I am requesting once again verification of cancellation without penalty fees due to the companies delay.
  

  Business response

  07/22/2021

  Cancellation confirmed for the patio cover as of 7/22/21. We've noted that in our system. 

*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. ↩