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:05/23/2023

  Type:Customer Service 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.

  They and the solar vendor Solcius came to our house on November 18, 2022 making a presentation on solar. We share that a new roof would be required so they Ok sign this agreement and they would be out the next day to inspect the roof. Come to find out they had us sign a solar agreement nothing to do with a new roof. I canceled the contract when learning what we signed. They are now emailing us invoice which we will not pay. I have asked them to dismiss the charges but they continue to harse us seniors citizens and refusing to cancel the invoice. I have emailed them signed cancel notices with no resolution.

  Business Response

  Date: 07/11/2024

  YES , THE CONTRACT HAS A POLICY CANCELATION - ONLY ******* CAN ACTIVATE

• Initial Complaint

  Date:04/27/2023

  Type:Customer Service 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.

  This company approaches my elderly parents and continued to press them for a few years to purchase a solar system. I spoke with their salesperson and specifically asked them to go through me with any sales offers. I was ignored. The salesman convinced my father to sign a digital “credit application “ which turned out to be a contract. After I confronted them, I was told that the contract was final and they had a lot of experience in litigations. We were forced to follow through with the purchase. That’s where the customer service basically ended. Severa items that were promised with the purchase (thermostat, panel upgrade, a year of payments) were never delivered. All my emails, texts and phone calls have gone unanswered.
  In order to have the City approve permits they had someone come out and perform some demo work. In the process damaged a new ceiling fan. They’ve yet to remedy this.
  The company is unscrupulous and what they did is fraud.

  Business Response

  Date: 07/02/2024

  CEILING FANS REPLACED BY MY SMART HOUSE ADDERS ARE SOLCIUS RESPONSIBILITY

• Initial Complaint

  Date:04/17/2023

  Type:Order 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 had solar panels installed through My Smart House and in order to close the deal they promised to install at no additional cost a new variable speed pool pump, house cooling fan system, and provide a check for a year’s worth of payments ($98x12). It was agreed that I would have these items 90 days after receiving permit to operate. PTO was December 09,2022.
  The only answer I have from them has been that they’ll have someone call me to schedule the installation and I have yet to receive the promised check.

  Business Response

  Date: 07/11/2024

  QUIETCOOL INSTALLATION COMPLETE 1 YR PAYMENTS ($1176) PAID 5/31/23 VSP INSTALLATION COMPLETE

• Initial Complaint

  Date:04/04/2023

  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.

  MysmartHouse installed solar panels on my home, however, in the process, they destroyed my fence, my side front yard, and they tore out and disposed my walking stones in my backyard. I've expressed this to ******* **************, my POC for MySmartHouse, whom I've contacted over 25 times in a 9 month period in regards to these matter(s). All she's offered me is a $600 dollar check to take care of the expenses and labor myself, which, wouldn't even cover the cost of materials. MysmartHouse has yet to reimburse me the $1000 dollars it cost me to pay SDGE to pull the wire from the street to my house, something I should have never had to do in the first place, as per the contract that we signed, MySmartHome is supposed to do everything and pay for the expenses assoicated with the project, something they've not done since the start of this project. MySmartHouse constantly blames SDGE and the City of *** ******, CA, for their shortcomings, inspite of MySmartHouse; not pulling plans, not submitted plans to the city, not paying fees assoiacted with the project, ect.
  
  MySmartHome is in dereliction of their duty to this project and the timeliness corrispondant to the project -- they're no doubt in breach of contract, of which, I plan to persue via litigation, if this final notice expressing my demands aren't met; in addition to, my fees for legal counsil. I would like to be compensated for the following: cost of the wire, which was approximately ($1,000), I need my backyard, front side yard, and fence fixed by May. I would also like to be compensated for the hundred or so hours that I've been forced to dedicate to this project, I'll accept the same payscale as my point of contact, ******* **************, I was informed it's $20 hourly, totaling ($2,000) for my time alone.
  
  Lastly, I have yet to get my whole home fan install, and my car charger install. I keep getting promises but no action. I would like to have this completed by May.

  Business Response

  Date: 07/11/2024

  QUIETCOOL & EV CHARGER INSTALLATIONS COMPLETE + REMOVED WEEDS & LAYED ROCK COMPLETE DAMAGE AT SOLAR INSTALLATION IS SOLCIUS RESPONSIBILITY

  Customer Answer

  Date: 07/11/2024

   I am rejecting this response because: As per OUR CONTRACT, you are responsible for everything, you sub contracted Solcius, not me. It's not my problem YOU chose bad business partner(s).You've dragged this out for long enough, I've waited nearly 3 years for you to finish the job, and you never did. 
  
  

• Initial Complaint

  Date:03/25/2023

  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.

  My Smart House failed to up keep thier promise that I have in writing from them that they would cover my first 6 months of payments and I just recently paid my first payment. Also they failed to handle the paperwork wIth my HOA they failed to file in a timely manner as well didn't meet HOA requirements. They dodge my phone calls and I leave voice mails. They don't call you back after they get paid from the bank and install happens. It's like I don't matter to them any more.

  Business Response

  Date: 07/11/2024

  HOA APP SUBMITTED 1/31/23 6 MOS PAYMENTS ($1050) ******* RESPONSIBILITY.
  

  
  

  Customer Answer

  Date: 07/13/2024

   I am rejecting this response because:
  
  They sent it super late when it was supose to be paid upon after solar install. 

   

  Company is shady and badges phone calls had to use a phone out of state to get through.

  Business Response

  Date: 08/01/2024

  My Smart House has noted this as resolved as we have fulfilled all incentives
  
  Warmest regards, 
  
  *****************************
  My Smart House LLC

• Initial Complaint

  Date:01/25/2023

  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.

  We contracted My Smart House to install Solar Panels, a Ring doorbell, a motion fan in the attic, and a Tesla car charger.
  When the solar panels were activated in July 2022, we were informed that it would be 60-90 days before the car charger would be installed. We were a bit disappointed as this delay had not been mentioned by the My Smart House associate (though I'm guessing it is in the fine print somewhere). In any case, we waited the 60-90 days. At 90 days I contacted multiple company reps and notified them that we were at the 90 day limit, and can we get on the calendar to get the car charger installed. We were promised that the installer would contact us within 10 days. No installer contacted us. Repeated phone messages (all polite) and text messages (all polite) to multiple company representatives have gone un answered. It's now 6 months past when we were given the 60-90 day installation time frame, and not only do we still not have a car charger, but the company is not replying to phone messages or texts, so we don't have any way of knowing when (if ever) the charger might be installed.
  In reading the other BBB complaints for this company, it appears this is their standard operating procedure.

  Business Response

  Date: 07/11/2024

  ************* INSTALLATION COMPLETE ATTIC FAN NOT INCLUDED IN ADDERS EV CHARGER COMPLETE

  Customer Answer

  Date: 07/11/2024

   I am rejecting this response because:   This issue is no longer relevant to me, as we have sold the relevant property.  That said, we were told that an attic fan would be include in the project, at no additional cost, and no fan was ever installed and we were never contacted by anyone from Smart House to schedule such installation.   In my opinion, this was a promise made to entice our agreeing to the full project, and then once the project was approved, Smart House no longer felt the need to make good on their promises.  Classic bait and switch.

   

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

  
  

  Business Response

  Date: 08/01/2024

  Customer rejected quietcool installation because home has been sold. My Smart House offers to cashout the value of the unit at $500.00. We will need a current address to send check to.

  Customer Answer

  Date: 08/01/2024

   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.

  My new address is:
  *************************

  Escondido Ca  92026

   

  Thank you for your assistance in this matter.

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

   

   

   

   

   

• Initial Complaint

  Date:01/19/2023

  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.

  Signed up for installed solar based on 3 promises.
  1. first year of paid solar- we have not received the check. We have been lied to repeatedly. I have paid 3 months so far. I have told the company (Loan that I will not be paying as I cant afford at the moment until I get the promised check)
  
  2. Ring installation- just completed after several complaints. 1/18/2023
  3. Electric car charger installation- has not been done
  4. I call daily.

  Business Response

  Date: 07/11/2024

  $1620 FOR 1ST YR CASHBACK SENT 1/13/24                                   

   EV CHARGER COMPLETE RING DOORBEL INSTALLATION COMPLETE

  Customer Answer

  Date: 07/13/2024

   I am rejecting this response because:
  The ev charging station was never installed. I will come back and add photos for proof. We finally received our refund. We finally got our nest and ring. 

  However, we will be filing another complaint as their installers damaged our roof and we had a leak during the rainy season. and now they have supposedly filed bankruptcy.

  **** *******

   

  
  

• Initial Complaint

  Date:01/06/2023

  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 was promised certain name brand equipment ( LG) 45 solar panels with microinverters. for alittle less then my current contract i had at the time. SO i trusted them being its supposed to be a government backed incentives. Was supposed to get a free upgraded main panel also. when they showed up to do the upgrade which was supposed to be more amps then my current 200. they tried to install a smaller one. Using the dreaded 120% rule. I stopped them. my smart house never showed up one time to help with the solar company they hired. They also were to take down my old solar. They forgot and never showed up. i had to call them and they sent an AC tech not employed by them to do the work. of which isnt done right to this day. The loan was for $84,000 They charged me $14,700 in labor for a total of 16 hours of work..Of which they destroyed my roof and my tilers ,split my trusses with the lag bolts that they used . they also have overloaded my roof with to much weight! No inspection has been done . I have leaks in my roof and lag bolts sticking out the side of my stucco walls! The equipment used is cheap off brand junk. and no micro inverters were used. When i contacted them no answer and my yelp review they said they woud come finish panel up grade but they tried to install same lower amp panel. So i stopped them again. I dont want these scammers doing any work on my house . They have done enough damage already. I have pics upon request .

  Business Response

  Date: 07/11/2024

  ******* RESPONSIBLE, CUSTOMER IN LEGAL DISPUTE WITH *******

  Customer Answer

  Date: 07/12/2024

   I am rejecting this response because:
  They started to make payme ts to me 1200.00 out of 12,000 .00 agreed upon by myself and owner ****.

  He only paid one time..

  
  

  Business Response

  Date: 08/01/2024

  Customer just met with *******************, CEO. System was never paid for, therefore My Smart House was never paid by ******* for this project

• Initial Complaint

  Date:12/13/2022

  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.

  -Brief Overview of the following statement: I paid My Smart House $26,600 for a solar and air conditioning system and did not ever recieve the AC system,a 200 amp panel upgrade, the incentives promised, or the correct inverter that I ordered. The system was installed in august of this year and after getting constant excuses and run arounds the company refuses to respond to my calls/ messages or try to fix their mistake. Despite the company having and acknowledging their mistake they will not do anything to fix it and have literally had some of their people block me from calling and messaging. I have the phone records and messages sent to them showing that I have been nothing but respectful the whole entire time (they also record all of their conversations). However they have not made any efforts to resolve the issue at all.
  
  Due to the fraud they commited their arbitration clause is null and void and I can if necessary pursue this case in court. (fraud by inducement ).
  However I have no desire to proceed this in court unless I absolutely have to. I want a peaceful resolution and this an additional attempt through your agency. I have spoken to all of the following people at my smarthouse and solcius:
  **** ***** ************ *****@my-smarthouse.com -******************* ******@my-smarthouse.com ***** ******** ************ *****@my-smarthouse.com ****** ********* (solcius)-***************@solcius.com

  Business Response

  Date: 07/11/2024

  QUIETCOOL INSTALLED                     

   MSP UPGRADE COMPLETE $7948.00 CASHOUT FOR AC COMPLETE (4 ZELLE PAYMENTS)

• Initial Complaint

  Date:12/12/2022

  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.

  This company has put panels up on my roof and I just found out they never got permit from SCE to do the job and now I will have 2 bills to pay. I am trying to call and they don't answer my calls. When I do get someone to answer they say they will call back and don't.

  Business Response

  Date: 07/11/2024

  Solcius Responsible