Complaints

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:08/15/2024

  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.

  Our solar system has become defective and this company is not providing repair services in a timely manner. This means for us that we are paying for solar equipment that is not functioning as well as paying higher energy costs during peak energy use times due to malfunction of solar edge equipment.

  Business Response

  Date: 08/15/2024

  Hello,
  thank you for taking the time to share your feedback.
  I think there is a clear misunderstanding based on the information you provided, the service provider is either your solar installation company or any other contractor. Solaredge is simply one of the different manufacturers for your system.

  our records indicate that Solcius was your original installer who has unfortunately gone out of business.

  our records also indicate that a warranty claim was filed on your behalf on 8/11/2024, we also spoke with you on 8/14 and provided accurate expectations about our responsibilities.

  thank you again for taking the time to share your feedback. 

   

  Customer Answer

  Date: 08/15/2024

   
  
  Complaint: 22138427
  
  
  
  I am rejecting this response because:

  representatives from

  solar edge told us that they would send a technician out to install, then they changed their mind and decided they would not do that. Solar edge has refused to expedite shipping on broken equipment and also refused to assist with installation of their faulty equipment. They also continue to refuse to compensate for their faulty equipment and the hardship it has placed on my family. 
  
  
  
  Sincerely,
  
  
  
  Robyn Henderson

  Business Response

  Date: 08/23/2024

  Hi,

  sorry this situation has not been resolved for you.

  We strongly believe once again that we have fulfilled our responsibility as the manufacturer by honoring our warranty and providing a free replacement in a timely manner, this replacement was processed on 8/16/2024 and it was delivered on 8/21/2024 via UPS tracking number https://www.ups.com/track?TypeOfInquiryNumber=T&InquiryNumber1=1Z8AE6970303724180&loc=en_US&requester=ST/trackdetails.

  Service which what you need to obtain at this moment is not something unfortunately that we can provide since again, we are just one of the different manufacturers for your system.

  our records indicate that spoke with a few of our technicians on 8/19/2024 to try to explain this to you but we were unable to have a positive and professional conversation unfortunately.

  We may provide referrals for service which can be found here but please do know these resources are provided to you as a courtesy:

  https://directories.nabcep.org/

  https://marketing.solaredge.com/en-us/service-request

  Customer Answer

  Date: 09/26/2024

   
  
  Complaint: 22138427
  
  
  
  I am rejecting this response because:

  this company has been anything but professional and hold an industry reputation as such.

  In response to their claim that they will help us find a technician: I was told by solar edge representatives to “google it” 

  When I was finally able to get assistance without the help of solar edge, multiple people shared similar experiences of unethical and unprofessional service. 
  I recognize that this company will not help their customers but I hope this review can be helpful to someone else.
  
  
  
  Sincerely,
  
  
  
  Robyn Henderson

• Initial Complaint

  Date:08/15/2024

  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.

  07/06/2024 I have a monitoring system for my solar panels and have been unable to reach anyone to help me fix the monitoring problem the installer titan solar has gone out of business and is unreachable for system repairs I have tried calling the SolarEdge company but to no avail they don't speak directly to consumer communication is thru email or a bot they expect the consumer to fix any problems with their system or spend money on an electrician which I am not willing to do I spend ********************************************************************************** figure out what I can do about this situation

  Business Response

  Date: 08/15/2024

  Hello,

  thank you for sharing your feedback.

  it is indeed a very uncertain situation in the solar industry especially after the unexpected closure of your solar contractor Titan Solar. 

  our records indicate we provided some steps to try to resolve your issue on your own, however with your contractor out of business system owners simply need to locate a new contractor for service. our warranty remains unchanged despite the closure of your contractor. We also attempted to give you a call on 8/13/2024 but we were redirected to your voicemail. 

  we also in fact provide resources to try to locate a new contractors but the great thing is that system owners have the ability and the freedom to choose anyone they feel comfortable with: 

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

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

  We hope you can find someone near you that can service your system. thank you again for taking the time to share your feedback. 

  Customer Answer

  Date: 08/15/2024

   
  Complaint: 22137890
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:08/09/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased solar panels, the installer is out of business. The inverter is not functioning snd the manufacturer said that inverter does not exist.Long story short my panels have been down for months on a part that has a lifetime warranty.

  Business Response

  Date: 08/12/2024

  Hi,

  Thank you for taking the time to share your feedback.

  we are sorry to read your solar contractor has gone out of business, as you might know it is a very difficult situation for the Solar industry.

  please know that solar contractors are independent from the manufacturers, when your system requires service unfortunately it would up to the system to owner to hire a new contractor to take over, this is independent from our manufacturers' warranty which is still valid for your system, our records also show that on 5/28, 5/30 and 6/3 of this year we provided as a courtesy resources to try to locate a new contractor, again, those resources are just provided as a convenience and they do not guarantee that you would be able to locate someone. there are plenty of other online resources you can use to try to locate a new solar service provider. 

  in regards to the issue with your system, this occurred on June 9th 2024, we are currently working on trying to resolve this remotely for you, this service would be at no cost to you since your system is offline and it appears we might be able to resolve remotely. 

  you should see production resumed on your system within a few hours.

   

   

  Customer Answer

  Date: 08/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
    The system is now working. The reason I knew what was wrong is, the original installer is working with another company. He examined and showed me where the problem was. Im currently trying to have him as my tech from the new company   

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

• Initial Complaint

  Date:08/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had solar panels installed on our home in 2023. They ran from May 2023 to July 1, 2023, when our inverter stopped working. This inverter worked for three months. We have tried since then to get the inverter, a Solar Edge inverter, either repaired or replaced, as it is still under warranty. There are no Solar Edge repair companies near us, but we found a company in ******, ****** Solar, who came out to look at the inverter. We got them listed as our service provider, but neither they nor we have heard from Solar Edge. We have been paying for the panels every month while having no solar service for over a year now. We believe that Solar Edge is acting in poor faith, ignoring our requests for help as a way to avoid honoring the warranty or because they know their product is faulty.

  Business Response

  Date: 08/06/2024

  Hi,

  Thank you for taking the time to share your feedback, we are sorry to read your experience has not been positive with our products and your solar service provider.

  your system went offline on 4/24/2024 so we are unable to diagnose the issue remotely, the system was producing when it went offline so the issue is likely related to a monitoring connection situation. 

  Please know that if there is enough information that confirms that any of our products need to be replaced then we will always honor our warranty and provide a replacement, in this case however the issue would need to be investigated further as we had advised you back in November and December of 2023 when your system had a very similar issue, it might also be recommended to use an alternative method for communication since the current one seems to be having such intermittent issues.

  if working with your original installer is not an option to service your system then you may locate someone else in your area for service.

  please know that solar service providers are independent contractors, service is strictly an agreement between the system owner and the solar service provider. 

   

• Initial Complaint

  Date:07/26/2024

  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.

  Solar Edge is the producer of our panels. The installer filed for bankruptcy;therefore, we are not receiving our warranty work as promised. We've had to contact an outside company to get inverter replaced at a cost of $880. If the i smaller went out of business, the producer if panels who contracted with these installers should have responsibility of providing an alternate installer to complete the repair at no cost to us.

  Business Response

  Date: 07/15/2024

  This is not my company I did not install this system there has been confusion in the past my company is Solar ***************** Solar Edge is an inverter manufacturer. Sorry to hear you are having an issue need to find out who the installer was.

  Customer Answer

  Date: 07/21/2024

  We purchased solar panels from Solar Edge who arranged installation of the solar panels.  The installers did NOT produce the panels which are no longer working. The producers of the panels should have to stand behind the product and the warranty.

  Customer Answer

  Date: 07/26/2024

  We purchased solar panels in 2020 and they have been working fabulously. We noticed a few days ago they have stopped producing power. We have attempted to contact the company but they are not taking calls. We have completed the online systems check only to be told they couldn't help us and the chat is dropped on their side. We've paid off these splat panels and are not getting any support in their maintenance

  Business Response

  Date: 08/05/2024

  Hi,

  thank you for taking the time to share your experience, we are sorry to read you are having issues getting Support from your installation company.

  our records indicate your system is back in operation and you seem to be working with a new solar service provider ERE Power LLC, we are glad to read you were able to locate a new solar service provider.

  please know that due to the uncertainties of the solar industry many installation companies might be going out of business, due tot his it might be hard to locate someone that is willing to service a system they did not install.

  thank you again for sharing your feedback. 

   

• Initial Complaint

  Date:07/26/2024

  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.

  We bought our first home which we were told that the solar panels were paid for and in working order. After our first year, we received a very high energy bill that alarmed us, we ended up going to our electric company and were informed that our solar panels had not been producing any energy. We now have a ridiculous electric bill that we have to pay, and upon attempting to get information from the solar company who's name is on the panel, we are getting the run around. We were told by them to contact the installer company and were given contact info that was incorrect. We also found out that these businesses are no longer up and running. This is causing stress on our family as we cannot afford the high bill and are very disappointed that the solar panels we thought were going to help us financially have now caused us to inherit a debt.

  Business Response

  Date: 07/30/2024

  Hi,

  Thank you for your feedback.

  a message via email was sent to ******************************* on 7/29/2024 with more information about your system.

  please do know that installation companies are independent contractors, any requests for service would be an agreement between the system owner and the solar service provider. 

   

  we will continue attempting to assist here even when this is outside of our scope of support and responsibility. 

• Initial Complaint

  Date:07/26/2024

  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.

  Had solar system installed in 2020 and of this spring system quite working. We paid over ***** dollars and company went out of business and was told solar inverter is not working which is warranted for 12 to 25 years and we cannot get ahold of them. There website keeps kicking me out

  Business Response

  Date: 07/25/2024

  This is not my installation there is a solar inverter manufactured by **************************** is *********************** diffrent scope of work I get complaints about this product on a regular basis..

  Business Response

  Date: 08/01/2024

  Hi Thanks for your feedback.

  we are sorry to read you are having an issue with your system. unfortunately since there was no a full address provided under this complaint we are unable to locate a system for you.

  please know that SolarEdge technologies is one of the different manufacturers for a solar system, system service is an agreement strictly between the system owner and the solar service provider or the original installation company. we do provide resources as a convenience and as a courtesy to system owners to locate a new solar service provider near them.

  Here are the resources: 

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

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

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

• Initial Complaint

  Date:07/25/2024

  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.

  Installed a $150k solar/battery system on my home, mostly comprised of the recommended equipment from solar edge. Every year the system has more downtime than uptime, their support continues to promise a visit from a technician who never shows up. The products are not reliable, the support is somehow even less reliable.

  Business Response

  Date: 07/25/2024

  We appreciate you taking the time to share your feedback with us.

  we are sorry to read your experience with our products has not been satisfactory, we take these situations very seriously and please know that we will do everything humanly to turn this situation around. 

  We are currently opening an investigation into this matter and will provide a resolution via this channel or via your solar service provider Energy Advantage.

   

• Initial Complaint

  Date:07/22/2024

  Type:Product 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.

  SolarEdge under reported our solar energy data in the Connected Solutions Program with Rhode ************** As a result we did not receive a check for the amount of energy actually taken from our solar home grid.

  Business Response

  Date: 07/22/2024

  Hi,

  We spoke with you on 7/17 and a direct contact from one of our representatives was given to you for follow up purposes.

   

  we provided correct expectations regarding our responsibilities and we contacted your utility company on your behalf asking to advocate for you. this is indeed a situation and issue between you and your utility and we will continue as it was promised on 7/17/2024 to advocate for you with your utility company.

  Customer Answer

  Date: 08/05/2024

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

• Initial Complaint

  Date:07/21/2024

  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.

  SolarEdge sent me an email stating that they received an error alert about my inverter. They stated that they would be mailing me a new inverter and once the inverter has been sent a technician will call me to schedule a date for them to come. The inverter was sent and the technician called and we scheduled a date. I called off of work expecting for the technician to come AND THEY NEVER CAME. I tried calling back the number they called me from and they did not answer. I have been trying to get in touch with someone for 2 months! Nobody has returned my call or emailed me back. Horrible customer service. You can never get anybody on the phone and their generic chat can never help.

  Business Response

  Date: 07/22/2024

  We want to genuinely thank you for taking the time to provide your feedback. The situation you encountered is not the norm.

  we see that you were able to get ahold of us about this situation on 7/16/2024 but we have placed again a high priority on your case.

  thank you for your ongoing patience.