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:05/25/2025

  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 sat down with the salesman and came up with a plan to install the equipment.I told the salesman I would like to incorporate my 15 original panels not included in the plan to be incorporated the overall system. The end result wouldve left me with 22 panels charging a battery.I have been going back-and-forth with the company that installed the equipment, not to the specifications of the contract and ask them to come back out and apply the fix. They did not, and they continued not to assist me anyway possible. At this point, Im being juggled around by three companies that are not helping me and ultimately had my service turned off. Now I have ************************************************************************* years prior. I am now left 100% dependent on the grid because of the company turning off my service without applying a resolution to the problem Ive originally had. The **************** is no help at all nor is the installation company. I now have 22 panels with a battery that do not charge and do not operate. Please note I have 15 solar panels working prior to the installation of this equipment. So now my purchase prior to this agreement has been invalidated.

  Business Response

  Date: 05/29/2025

  Enphase wants to thank you for contacting us regarding BBB Complaint ID: ********. ********************** takes complaints seriously and rigorously investigates all complaints. On May 28, 2025, a customer service specialist contacted Mr. ******** by phone and email to discuss their complaint. Mr. ********** complaint is regarding an issue with their installer, and they need to contact the installer directly. Enphase was able to provide a solution that was amenable to Mr. ******** regarding their complaint. We thank Mr. ******** for bringing this matter to our attention and allowing us the opportunity to respond.  

• Initial Complaint

  Date:05/22/2025

  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 have already issued the complaints last year. Enphase is not fixing the battery issues for over 2 years. I purchased 2 brand new batteries with full warranty. Since day 1, there are multiple issues. I was told it was fixed by engineering team more than 5 times already over 2 years. Never been fixed, they don't provide what they did. I spent too much money and living in potential fire damage from the battery. I communicated with the Enphase customer service more than 1000 emails. NO resolution and keep doing same thing over and over.

  Business Response

  Date: 05/29/2025

  Enphase wants to thank you for contacting us regarding BBB Complaint ID: ********.  Enphase takes complaints seriously and rigorously investigates all complaints. A customer service specialist has been in contact with Mr. ** by email to continuously work on his complaint. Enphase has investigated the reported issue internally through the engineering team.  The engineering team has been working on Mr. **** concern and will be offering a resolution in the next software release. Enphase encourages Mr. ** to directly contact the specialist that was assisting if they have additional questions. We thank Mr. ** for bringing this matter to our attention and allowing us the opportunity to respond.  

  Customer Answer

  Date: 05/29/2025

   
  Complaint: 23366149
  
  I am rejecting this response because: There were already 3 software updates and not even fixed single issue. I want them to find other ways except the software updates because it has been almost 2 years trying to fix the issue with same resolution. Same thing happens over and over again and nothing has been addressed. I want them to fix the issue right away as soon as possible.

  I purchased new battery packs with full warranty, and they are refusing to replace ones that have issues by wasting time and trying software updates for almost 2 years. 

  Need a concrete solution with back up plan.

  
  Sincerely,
  
  Byungsu Ko

  Business Response

  Date: 06/04/2025

  Enphase wants to thank you for contacting us regarding BBB Complaint ID: ********.  Enphase takes complaints seriously and rigorously investigates all complaints. A customer service specialist has been in contact with Mr. ** by email to continously work on his complaint. Enphase stands by its decision and encourages Mr. ** to directly contact the specialist that was assisting if they have additional questions. We thank Mr. ** for bringing this matter to our attention and allowing us the opportunity to respond.  
  
  

  Customer Answer

  Date: 06/05/2025

   
  Complaint: 23366149
  
  I am rejecting this response because: there is still a concrete solution/next steps. I want to know a solid answer with reasonable resolution as soon as possible.
  
  Sincerely,
  
  Byungsu Ko

• Initial Complaint

  Date:05/01/2025

  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.

  ******** is out of business, so when my True-up bill w/PGE skyrocketed, I contacted Enphase, the maker of the microinverters on my solar panels which are under warranty. They informed me the only way they could even begin to help me is to have me purchase a $756.68 Gateway Box to replace the SunPower box I had. The employee (*****) started the installation on 12/05/24 and was working on it for over 4 hrs. As polite and nice as he was, he was on the phone so much of the time and obviously didn't know how to install the box. He returned to finish the installation on Dec. 10th; almost another 3 hrs. Another employee, ****, came to my home on 1/11/25 to map the microinverters (a separate call). **** noticed my panels weren't reading properly. He changed the wiring on the Gateway box because the wires weren't wired properly & switched around color wise. Then he went to the breaker box & rewired everything there. It took him no time at all because he knew what he was doing & didn't take two appointments & 7 hours to wire it correctly. While **** was at my home my solar reading jumped to ********************************* an hour than I had the entire day before.I have scanned my PG&E bills and have a 20 page printout from their website, but your system won't upload such a volume of documents. May I email you the proof of lack of production as PG&E doesn't have a method to condense the report? I have been on the phone so much over the last few months trying to get Enphase to compensate me for the loss of solar production. Christmas lights on, Holidays!! all the while not knowing the solar panels weren't producing. On the phone, Enphase has offered me $50 in compensation for lost solar productivity without even putting it in writing. It is only right I be compensated for the loss of production due to their employee's lack of skill, training & understanding of the job.Please let me know how I can submit my evidence of documents. Thank you.

  Business Response

  Date: 05/07/2025

  Enphase wants to thank you for contacting us regarding BBB Complaint ID: ********. ********************** takes complaints seriously and rigorously investigates all complaints. On May 6, ************************************************ ********* by phone and discussed her complaint. Enphase was successful in offering Ms. ********* a workable solution regarding their complaint and advises Ms. ********* to working with the specialist who is assisting them directly if they have additional questions. We thank Ms. ********* for bringing this matter to our attention and allowing us the opportunity to respond.  
  
  

  Customer Answer

  Date: 05/08/2025

   
  Complaint: 23266777
  
  I am rejecting this response because:   I HAVE NOT BEEN OFFERED A SOLUTION (COMPENSATION).  ***** ******** from Enphase called me Tuesday, May 6 and I explained the circumstances and why I am owed $310.32 for lack of production due to their employee installing the Gateway box I purchased from them incorrectly; it was miss-wired.   He said it seemed reasonable and asked me to email my documentation.  I emailed two PG&E bills, and two 20 page downloads from my PG&E account that accounted for my KWh usage day by day and hour by hour; showing all the days my solar production was zero.  The first 20 page download was for the same time period in 2023 to 2024.  The second download for  2024 to 2025 for the same time frame I'm requesting reimbursement for Enphase to compare.  Enphase has not informed me I would receive the compensation for which I am seeking.
  
  Sincerely,
  
  ***** *********

  Business Response

  Date: 05/16/2025

  Enphase wants to thank you for contacting us regarding BBB Complaint ID: ********.  On May 15, 2025, a customer service specialist contacted Ms. ********* by email to provide next steps to their complaint. Enphase is working on a solution for Ms. **************** Enphase encourages Ms. ********* to directly contact the specialist that is assisting if they have additional questions. We thank Ms. ********* for bringing this matter to our attention and allowing us the opportunity to respond.  

  Customer Answer

  Date: 05/16/2025

   
  Complaint: 23266777
  
  I am rejecting this response because:  THERE IS STILL NO OFFER TO ACCEPT OR REJECT.  ***** ******** emailed me yesterday stating my request for compensation (he called it reimbursement) has been submitted and he is just waiting to hear back to see if it is going to be approved.  I don't understand how it can take five months to even get this far.  It is so clear cut.  The installation of their Gateway box I purchased was installed incorrectly, not allowing me to produce energy from my solar panels.

  ***** ******** requested documentation for my lack of production and I sent him three emails at a total of 54 pages.  They were printouts from my PG&E account showing day by day and hour by hour my lack of production.  These also included two PG&E bills that spread out over the two months addressed.  This has caused me so much work and aggravation.  I just don't understand their reluctance to justly compensate me for their mistakes.

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

• Initial Complaint

  Date:03/28/2025

  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 reported that one of the micro inverters is not working. Enphase Energy acknowledged the problem on 2/13 and on the same date approved the warranty claim. On the same email they noted that we can claim for the labor reimbursement once the repair is complete. We called Renew Energy and they came on 2/27 and after they replaced the faulty part, they called the Enphase to make sure the micro inventor is reporting. I forwarded their invoice for $360.50 on the same day to Enphase for reimbursement. Also I was unable to sign into their Service Manager to file and follow up, I expected that at least they will acknowledge the Invoice and help me to either use the Manager or proceed with the payment. Ever since I emailed them again asking for an update but this time they just ignored me. Also we have a power purchase agreement that was sold to Spruce, we dont own the equipment. Per the agreement they are responsible for maintenance and repair. We contacted the *********************** and they refused any responsibility saying that I shouldve called them. So the question is, why did Enphase approve our claim, shipped the replacement part if that was not their responsibility? The part was not going to install itself. Im really upset that I paid for something that is not mine to maintain and that I was misled by Enphase Energy. Im hoping that this issue can be resolved without going to Small Claims Court.

  Business Response

  Date: 04/07/2025

  Enphase wants to thank you for contacting us regarding BBB Complaint ID: ********. ********************** takes complaints seriously and rigorously investigates all complaints.  On April 1, 2025, a customer service specialist contacted Ms. ********* by phone and discussed their complaint and determined Ms. *********** complaint is regarding an issue that does not pertain to Enphase. Enphase encourages Ms. ********* to contact their installer for further assistance regarding their complaint. We thank Ms. ********* for bringing this matter to our attention and allowing us the opportunity to respond.  

  Customer Answer

  Date: 04/07/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. It doesnt resolve my issue, but I agree that *********** is the one responsible for the maintenance of their system and I will follow up with them. Also I contacted the installer, I have little hope that they will be willing to resubmit the reimbursement to Solar.
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:03/27/2025

  Type:Order 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.

  July *******- I signed a contract with ********* Energy to install solar panels on our residential roof. ******** supplied the solar panels to ********* and provided a warranty. The contract included ********* continuous monitoring of the panels performance and providing us a monthly written performance report on the panels performance and problems. When a performance problem was detected by ******** they would alert us and ********* who would schedule a time to address the problem. July 21, 2022- The panels were installed. During the following 18 months ******** recorded panel performance problems and had ********* service the panels to correct the problemsalways timely and thorough.August 2024 - ******** filed for bankruptcy. Enphase Energy subsequently acquired ********. We were advised by Enphase that elements of Sunpowers monitoring system would need to be replaced if we desired the continuous monitoring service to continue. Enphase advised that the materials would need to be purchased before an installation date could be set. November 2024 We purchased the monitoring materials from Enphase Energy for $762.61and were told someone would contact us to schedule installation.December 2024 We received the following email from Enphase: Thank you for your recent order of our Enphase Energy Monitoring Kit. Due to unforeseen delays, the scheduling of installation services is taking longer than initially expected. Once your equipment arrives, our team will contact you to arrange a convenient installation time. March 3, 2025 After several unreturned phone calls to Enphase, they committed to an install date of April 1. March 27, 2025 Enphase called to cancel the April 1 install and reschedule for April 9. The individual who called me said his name was Prash and that he was calling from *****. Likely an offshore call center.I have very low confidence the April 9 install date will happen.

  Business Response

  Date: 04/01/2025

  Enphase wants to thank you for contacting us regarding BBB Complaint ID: ********. ********************** takes complaints seriously and rigorously investigates all complaints.  On March 27, 2025, a customer service specialist contacted Mr. ***** by phone and discussed their complaint. Enphase was successful in offering Mr. ***** a workable solution regarding their complaint and encourages Mr. ***** to work directly with the specialist that was assisting if they have additional questions. 

• Initial Complaint

  Date:03/25/2025

  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.

  My wife and I purchased a Solar Panel System from Design 1 ********* which was inclusive of solar panels from Enphase-16 in total as well as a Hot Water heater from Sunbandit. Since now that ****************** is now out of business, we have no authorized business to turn to that is not charging exorbitant fees to simply either service or monitor our system. We paid a pretty *****, which is paid in full for the entire system. Being in touch with your customer service, I was advised it was, "our problem to pay for ***airs". I've already paid $109 to get the Hot Water heater to start working better. This system is your system. You need to take responsibility and help the consumer who purchased from you. Your customer service *** was extremely unprofessional.

  Business Response

  Date: 04/03/2025

  Enphase wants to thank you for contacting us regarding BBB Complaint ID: ********. ********************** takes complaints seriously and rigorously investigates all complaints.  On April 3, 2025, a customer service specialist contacted Mr. ******** by phone and discussed their complaint. Enphase was successful in offering Mr. ******** a workable solution regarding their complaint.  Enphase advises Mr. ******** to contact the specialist who was assisting them directly if they have additional questions. We thank Mr. ******** for bringing this matter to our attention and allowing us the opportunity to respond.  

  Customer Answer

  Date: 04/03/2025

  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:03/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The system array has lost 12 micro converters. They are under warranty and we have been trying to get them repaired for over a year. We leave messages, and they never return our calls. **************** has never answered us. Agents are always busy. If you choose a call back they never call.

  Business Response

  Date: 04/01/2025

  Enphase wants to thank you for contacting us regarding BBB Complaint ID: ********. ********************** takes complaints seriously and rigorously investigates all complaints.  On March 27, 2025, a customer service specialist contacted Mr. ****** by phone and discussed their complaint. Enphase was successful in offering Mr. ****** a workable solution regarding their complaint, and Mr. ****** accepted the resolution. We thank Mr. ****** for bringing this matter to our attention and allowing us the opportunity to respond.  

• Initial Complaint

  Date:03/21/2025

  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.

  M190 inverters on my house has a history of failing. This is a known issue to Enphase. Since the original install 14 years ago, nearly every inverter has failed several times. Last December half the systems inverters failed.I recently spent $1500 to trouble shoot the system by ********* , who informed me the inverters have failed.The inverters are guaranteed thru 2033 yet Enphase refuses to replace them I need help getting them to fulfill the guaranteed Thanks

  Business Response

  Date: 03/31/2025

  Enphase wants to thank you for contacting us regarding BBB Complaint ID: ********. ********************** takes complaints seriously and rigorously investigates all complaints.  On March 25, 2025, a customer service specialist contacted Mr. ***** by phone and discussed their complaint. Enphase was successful in offering Mr. ***** a workable solution regarding their complaint and encourages Mr. ***** to work directly with the specialist that was assisting if they have additional questions. 

  Customer Answer

  Date: 03/31/2025

   
  Complaint: 23100277
  
  I am rejecting this response because:
    Testing still needs to take place on wiring and inverters - this should happen in next 14 days.   I talked to the business today and they agreed to the time.   Nothing can be concluded regarding the response of the business until the testing and the results are discussed 

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

  Business Response

  Date: 04/07/2025

  Enphase wants to thank you for contacting us regarding BBB Complaint ID: ********. ********************** takes complaints seriously and rigorously investigates all complaints.  On March 31, 2025, a customer service specialist contacted Mr. ***** by phone and discussed their complaint. Enphase was successful in offering Mr. ***** a workable solution regarding their complaint.  We thank Mr. ***** for bringing this matter to our attention and allowing us the opportunity to respond.  

  Customer Answer

  Date: 04/08/2025

   
  Complaint: 23100277
  
  I am rejecting this response because:

  
    It is a caned response and is exactly the same as the previous response word for word.  I am guessing they never read my document, or just dont know how to respond to complaints in public

  Once I received the new product shipment as promised (over the phone but not in this forum) I will agree to close this complaint 

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

• Initial Complaint

  Date:03/12/2025

  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.

  Once again Enphase came out and "fixed my solar system and it is not working properly again. After 2:00 this morning my batteries (4) Quit responding COMPLETELY, which means if I had been in off grid mode my house would had gone dark although the batteries had over 65% stored energy. Enphase came out in Late February and fixed my issues yet less than 30 days later, I have more issues that directly affect the integrity of my system being self sustaining. Enphase employee ****** ********, specialist in customer service told me it was completely fixed. We have had over 85 issues since our 63 panels and 4 batteries was installed on August 30, 2023. So, in 20 months we have had 85 problems with our ENPHASE solar system or 4.25 problems every month! We just want a solar system that works reliability and consistently!! WE want our system to work like we were promised!!!

  Business Response

  Date: 03/21/2025

  Enphase wants to thank you for contacting us regarding BBB Complaint ID: ********. ********************** takes complaints seriously and rigorously investigates all complaints. On March 13, 2025, a customer service specialist contacted Mr. ****** by phone and discussed their complaint. Enphase was successful in offering Mr. ****** a workable solution regarding their complaint and encourages Mr. ****** to continue to work with the customer service specialist who has been assisting. We thank Mr. ****** for bringing this matter to our attention and allowing us the opportunity to respond.  

• Initial Complaint

  Date:03/06/2025

  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 purchased an enphase solar battery backup system to augment our solar system. The batteries have never worked appropriately since installed. The company does not, or is extremely slow in answering emails after being informed the system is not working. Every time the power goes out the batteries do not engage as designed to do. Repeated emails have either gone unanswered or replied that the system is working appropriately. Simply not true. The unit is still under warranty for several more years but it must be a special kind of no service warranty.

  Business Response

  Date: 03/12/2025

  Enphase wants to thank you for contacting us regarding BBB Complaint ID: ********. ********************** takes complaints seriously and rigorously investigates all complaints. On March 10, 2025, a customer service specialist contacted Mr. ****** by phone and discussed their complaint. Mr. ****** accepted the resolution that Enphase offered. We thank Mr. ****** for bringing this matter to our attention and allowing us the opportunity to respond.