Complaints

This profile includes complaints for NRG Clean Power, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  NRG Clean Power, Inc.

  75 E Santa Clara St San Jose, CA 95113-1827

  
• 

  NRG Clean Power, Inc.

  3760 Morrow Ln Ste D Chico, CA 95928-8873

• 

  NRG Clean Power, Inc.

  414 Olive St Santa Barbara, CA 93101-1720

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:06/13/2024

  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.

  Contract dated 10/23/2015 for a solar installation. The warranty is for 30 years and includes all electrical work. The inverter for this installation has been working intermittently since 12th March 2024 and repeated emails and phone calls to the company have not resulted in a solution.

  

  Business Response

  Date: 06/13/2024

  Solar system was running with no issue for over (8) years until the Utility  (Los ************ of ***** & Power; LADWP) replaced the street transformer.

  It appears that since the transformer was replaced there are voltage fluctuations that effects the solar inverter and cause it to go into idle mode and pause at times.  

  We are still working with the inverter Mfg. (SolarEdge)  who warranties the equipment in an effort to help find a solution to this very unique situation.

  NRG will keep working with SolarEdge (we have already escalated this case to the highest SE tech team) and ****************** until the system return to full normal production.

  Customer Answer

  Date: 06/14/2024

   
  Complaint: 21829218
  
  I am rejecting this response because:
  NRG have stated to me several times that LADWP are delivering voltages that are too high. I have had three visits from LADWP technicians that assured me the voltages were OK. Also phone calls to LADWP where the service agent denied any problems.(  see also May 21 I need information from NRG that I can present to LADWP to back up the claim of overvoltage. I asked for this information in an email dated May 21, and referred to it again on May28th. So far, apart from continued assertions of LADWP responsibility I have not received concrete evidence. If LADWP are at fault I need that evidence to get them to reduce the voltages at my house, otherwise replacing the inverter will not be a solution. 
  Sincerely,
  
  *************************

  

  Business Response

  Date: 06/18/2024

  NRG is working with SolarEdge (the Inverter MFG) and this case is escalated to their highest level of customer service.

  SolarEdge scheduled their field engineer to go out this week to the site and resolve the issue.

  SolarEdge will diagnose the issue and resolve it (if they conclude that the inverter is the issue, this will replace it on that visit).

   

   

  Customer Answer

  Date: 06/28/2024

   
  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:12/01/2023

  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.

  8/18/23 contract was signed with NRG Clean Power for the purchase and installation of a solar battery/power wall. Per the contract that was signed, the product should have been installed and in working order in a few months, however, due to lack of communication and stalling of the process by NRG, we never received the product and requested to cancel. NRG is refusing to refund our full refund. In the attached screenshots, you can see the lack of communication and movement with our batterywall that we have been so frustrated with. These show exactly the one way communication where I continuously had to reach out to NRG staff and was ignored several times and had to reach out again for updates. Its terrible that an investment of this amount ($13,000) required communication led by the client. I also have a screenshot attached with a timeline given by NRG staff member, ******, if which was abided by, our batteries would have been installed already.I am in the construction industry and understand how permitting works. If we were kept in the loop and expectations were set, my wife and I possibly wouldn't be as frustrated with NRG. The past placement of our PV panels was not frustrating and the company we used was very professional. Our desire to cancel lies solely on NRG team's lack of communication and our apprehensiveness of moving forward with this company because of this. As the screen shots show, the contract does not mention anything about a cancellation fee. A representative at NRG, ***************************, says he will not refund us our deposit because it is a 'cancellation fee.' Yet per *****'s email to us, he states: 'I acknowledge that the battery stand alone contract does not include the cancellation fee (Batteries are almost always sold with solar which include another section in the contract), my apologies for not noticing it sooner.'We would just like for our deposit to be returned since we haven't receive the product as promised.

  

  Business Response

  Date: 12/01/2023

  Contract was signed late August 2023, by mid Sep the homeowner wanted to change the battery to a different brand.

  This change order required re-engineering that took another couple of weeks and the project moved to the permitting phase.

  The permit took longer then usual ( City plan check) and while in permitting process the homeowner decided that he wants to cancel the project.

  NRG has charged the homeowner for plans + permit fee (paid to city) that the homeowner refuses to pay.

  Customer Answer

  Date: 12/05/2023

   
  Complaint: 20935984
  
  I am rejecting this response because: Our desire to cancel laid solely on the *** team's lack of communication and followup and misquoting a product. We had to change to a different battery because they initially recommended a product that would not work together with our existing system (see Aug 23 email). Why would they recommend something and then suddenly switch to a more expensive system? That was the first red flag. Then the lack of communication10 days- 1 month before we had to reach out to get a status update. They are saying that we refuse to pay for any work done, but we have not received any products at all, and the contract does not mention anything about a cancellation fee or refusal of deposit refund the *** representative admits the lack of that contract verbiage. Our decision to cancel is based on ***s lack of performance, which is why I am requesting a refund of our deposit.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 12/07/2023

  Jobs are sold based on the information that the Energy Advisor has.

  At the sale stage, homeowners are informed that our engineering department will evaluate the product sold, and on rare occasions, adjustments may be necessary.

  Since this contract was cancelled by the homeowner while NRG did not breach the contract we are requesting coverage for our incurred costs, specifically in engineering (including design and plan-set creation) and permitting fees.

  We acknowledge a delay in email responses, attributed to a restructuring of our permitting department.

  It's important to note that delays like this are not frequent and does not constitute a breach of contract if still within the allowed time frame as laid out in the contract.
  
  
  
   

  Customer Answer

  Date: 12/12/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and will accept the refund of our deposit less their expenses. Since we have paid for these documents and plans, I expect all of these documents/permits/plans etc that were submitted on our property's behalf to be turned over to us, to include: all documents for the engineering, plan creation, permitting, and submitting your utility's Interconnection Application for the addition of a battery for our property. You can email these documents to me and if the files are too big, please compress them in a zip file. The cost breakdown for the items we are paying for with our deposit is: Permit Fee - $228, Utility ICA Fee: $94, Engineering Fee: $375, Plan-Set Creation $125. We will check for these documents. Please send the $178 refund to our address. Thank you. 
  
  *************************

• Initial Complaint

  Date:10/13/2023

  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.

  NRG Clean Power is providing a service of solar system installation. The process has taken over 2 years with issues at every point. NRG left part of my home without power for over 9 months, demolished a retaining wall, and continues to state I am at fault for the issues they have created during the project. NRG has received initial payment through a solar loan which was forced to be paid due to threats that the loan rate was going to increase while they were delaying the project. NRG is now requesting the final amount due without allowing a confirmation that the system is installed correctly or according to the agreements made at the beginning of the project. I have remaining issues regarding the installation according to the project plans however NRG is claiming to take legal action because I refuse to send the final amount without a resolution on the issues within the project.

  

  Business Response

  Date: 10/13/2023

  
  NRG has completed the work according to the contract.
  
  The homeowner continues to present various reasons for delaying the final payment.
  
  The homeowner had the belief that, during an outage, the solar system would continue to power their home (which, as per code, is not allowed or possible).
  
  We have maintained communication with the homeowner and clarified that the system is operating as intended.
  

  Customer Answer

  Date: 10/16/2023

   
  Complaint: 20731851
  
  I am rejecting this response because:

  The contract should have been made clearer and NRG should have supported questions related to the contact in a transparent manner.

  What was communicated with me when starting the contact is not what I ended up with as it relates to power outages.

  Communication has been poor and no clarification was made throughout the 2 years of installation.

  I disagree with the statement of delaying payment as I have the rights according to the contract to verify the work performed.

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

  

  Business Response

  Date: 10/16/2023

  NRG regret any confusion, and we want to make sure things are clear. Our energy advisors will always provide accurate information, and they wouldn't claim that solar will "completely power the entire house" during an outage unless a "whole home backup" option was purchased. This particular setup requires more than one battery to function effectively.
  
  Additionally, it's important to note that not all the delays were within NRG's control. Delays can result from various factors, including contributions from the homeowner, the utility company, and the *** (city authorities). We're committed to working through these challenges together.

   

• Initial Complaint

  Date:08/16/2023

  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 signed a contract with NRG Clean Power ("NRG") in April 2023 for the installation of solar panels on my roof. Since then, I have paid 90% of the total contract price to NRG. During the past several weeks I have contacted NRG at least four times to schedule a date for the installation of the solar panels. Each time I was told that NRG would check the availability of its installation teams and that NRG would get back to me within a day or two with the installation timeframe/date. However, NRG never got back to me. My most recent contact with NRG was on 8/6/2023 when I used the "escalation" procedure on NRG's website. The result was the same: NRG said they would check the availability of their installation teams and get back to me the next day. NRG never got back to me.My desired settlement is for NRG to set a firm date for the installation within a reasonable period of time and complete all aspects of the installation in accordance with the contract.

  

  Business Response

  Date: 08/28/2023

  Homeowner was notified in 08/21 of installation date of 09/05.

  We will contact the homeowner today and verify that he got the information. 

  Customer Answer

  Date: 09/01/2023

   
  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:08/04/2023

  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.

  I got solar installed by NRG clean energy last year. For last 2 months it's been dead and I am trying to get support but not getting solution. Please help me out to resolve the problem. Thanks in advance.

  

  Business Response

  Date: 08/04/2023

  NRG was informed about this issue by the customer Approx. 3 weeks ago.

  We opened a case immediately with the Inverter MFG (SolarEdge) and placed a warranty claim.

  SolarEdge has approved the the claim few days ago and at the moment we are waiting for the replacement to arrive to the homeowner (ETA next week).

  Once the part arrives we will immediately schedule a field service engineer and replace the defected Inverter.

   

  All of the above was communicated to the homeowner in real time.

  It's important to explain that NRG provides labor warranty and the manufacturer of the equipment warranties the parts.

  We realize that the homeowner if frustrated but there was nothing more that we could have done to speed up the process.

  Customer Answer

  Date: 08/05/2023

   
  Better Business Bureau:
  
  Thanks you so much for helping me out BBB. I got call from support team after this complaint and even offered me to pay back the loss of energy generation during down time of the system. which sounds reasonable and taking the responsiblity.
  

  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:08/02/2023

  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 am having with NRG Clean Power and seem to get no response from the help center or CEO ****. I had my solar installed 3 years ago and there were issues involved with that which got resolved. More recently the system has stopped reporting production data back on a frequent basis. After numerous emails back and forth a resolution was agreed to where *** would pay for the installation of a replacement part that I would purchase from them. I found that the part they suggested was discontinued and that a replacement part was half that of the original estimate. They have stopped responding to my enquires on the progress of this issue.

  

  Business Response

  Date: 11/27/2024

  *** provided the homeowner with a quote for the wireless gateway, waiving all labor costs. At the homeowner's request, we also offered the option for him to source the part independently.
  To assist, we supplied the part details and model number. The homeowner subsequently located a discontinued part at a lower cost, which explained the price difference. We assured the homeowner, supported by our vendors quote, that *** does not apply a markup to parts.
  The matter was resolved to the homeowners satisfaction.

• Initial Complaint

  Date:07/07/2023

  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.

  Thus far we have paid NRG Clean Power **** $18312.00 (invoice# INV-****). We were supposed to have the full solar install (panels, inverters, battery, electrical panel, and full electrical upgrade) on 4/28/2023, but NRG did not do it due to issues on their end. Our second install date was 5/16/2023, but because the crew had the wrong materials, the plans were wrong, and the battery could not be installed where they wanted to, only the solar panel anchors and the electrical upgrade were completed (full timeline is attached). We've now been waiting almost two months for revised plans for the panels and the battery. The company has become non-responsive and we have no idea when they will finish the job.We would like the BBB to help us not only compel the company to complete the job, but to reduct the price of the job to compensate to the delay in install due to errors on NRG's end.

  

  Business Response

  Date: 07/28/2023

  We are working with the customer to resolve all complaints. 

• Initial Complaint

  Date:06/09/2023

  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 had a very positive experience with *** during the sales process: the people I spoke to were knowledgeable, easy to talk to, and quick to follow up with answers to my questions. That changed as soon as we signed the contract and paid our deposit. Communication became sporadic at best, with each step of the process taking much longer--in some cases many months longer--than what I was told during the sales process. To be fair, there were external factors that contributed to the delays. Our project involves installing new roofing, and apparently several roofing contractors are still backed up after the winter storms in early 2023.But that doesn't explain or excuse the near-total lack of communication or the apparent lack of interest in moving our project forward. It has consistently been a struggle to get even the most basic details from NRG, and I've had to follow up every few weeks just to see if anyone is still working on our project. I can't speak to the quality of their work because no work has been done, or even scheduled, more than seven months after ********** a minimum, I expect *** to provide a clear plan with concrete steps to ensure that our project is completed as soon as possible, starting with a detailed plan for securing an installation date from a roofing contractor. I also want to receive regular updates on the status of our project without having to follow up.

  

  Business Response

  Date: 11/27/2024

  As the customer mentioned, this project had many road blocks but we were able to complete it to the homeowner's satisfaction.

• Initial Complaint

  Date:03/31/2023

  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.

  We have solar, and wanted battery backup. We went with NRG Clean Power in April, 2022. I currently have a battery sitting in my garage, uninstalled. EVERY time estimate they have given for completion has been wrong (the first saleswoman said for a simple battery-only install, 6-8 weeks!). The ONLY time this company has initiated contact is when payment is due. In July (after I contacted them to ask about the 6-8 week estimate), I was told the permit application had been kicked back by the fire department, so it would be a couple more weeks to get it approved. I found out the permit was approved at the end of October via emailed payment request. I called to ask about the payment request, and was told at that time that installs were being scheduled 2-4 weeks out, so I would be contacted soon to schedule the install. In late November, and again in December, I reached out to NRG Clean Power to ask about my installation. After contacting NRC Clean Power executives, I was given an installation date of 1/16 (Mon). I received a call on Fri, 1/13, telling me the installation was cancelled and would have to be rescheduled. After receiving a new Project Manager, I was given an installation date on 2/28. I emailed my Project Manager on Thurs, 2/23, just to check to see if everything was in order. His response was, "I have not received any update from the installer that there will be a delay, which means this is still scheduled for 02/28/23."No one showed up on the 2/28 scheduled installation date. I was contacted by the installation projects manager, given a new project coordinator (my 3rd) and promised my installation would be taken care of as soon as possible. I was eventually given another installation date of 3/17 (Fri). 3/17 comes and goes and no one shows up, and no one calls. On 3/20, I was once again promised that my install would be quickly rescheduled (for the 4th time!), and I haven't heard from them since (including no response to an email sent on 3/27).

  

  Business Response

  Date: 04/10/2023

  The installation has been installed and were pending final. thanks

• Initial Complaint

  Date:03/23/2023

  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 purchased the solar panel thru NRG for $30,780 back in May 2016 the optimizer of the panel broke and they told me I had to pay $375 for service charge to pay tech - ******* said it is a one time fee - when they have to go back to replace the parts it is at no charge. The broken optimizer was replaced and fix but technician found one of the solar panel is bad and needs replacement- the company where they got the panel is from Solar World - *** is saying the company where they got my panel went bankrupt in 2017. ******* said it got bought out - now they told me finding a replacement panel has been a journey- they found one but they said its very expensive and they wanted to charge me for the panel which it should be covered under my warranty and charge me for a tech to come out and install- I told them I paid for the solar for $30780.00 and the payment they just charge me for $375 should be inclusive in that one time fee per their email they sent me. This has been a horrible experience going back and forth email with ***. If this is how they do business consumer should be notified-

  

  Business Response

  Date: 11/27/2024

  We understand and empathize with the customer's concerns and frustrations.
  However, our contract clearly outlines the warranty terms, which state that all components are covered under the original manufacturer's warranty. As the manufacturer is no longer in business, the homeowner will be responsible for purchasing the replacement part.
  *** will install the replacement part upon dispatching a service truck to diagnose the issue. Please note that this diagnostic visit will incur a charge, as it is necessary to determine whether the specific problem falls under warranty coverage. At the time of dispatch, there is no definitive evidence indicating that the issue is covered by warranty.