Complaints

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

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• 

  Big Star Builders, Inc.

  5121 Van Nuys Blvd Fl 3 Sherman Oaks, CA 91403-1496

• 

  Big Star Builders, Inc.

  325 N. Paul Street, Suite 3100 Dallas, TX 75201

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:12/13/2024

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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 address where the solar panels  where installed is *****************************************************

  The address I found on for this business is *********************************** Tx 

  Customer Answer

  Date: 12/13/2024

  I got solar panels installed, the company never finish the process to get them to work and now I been paying the solar panel loan plus my electric bill. I dont have money to continue paying for both.

• Initial Complaint

  Date:01/22/2024

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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 bought these solar panels on July 2022 for 45,000$ and today is January **** and they havent turned them on. The alway said that someone will call me soon and they never do it. I call them every single day and they never answer or return my calls after listening to my messages I emailed them multiple times and all my emails are rejected. They said they are going to reimburse all the payments I have paid and I will get an electricity storage box and unfortunately They havent reimbursed the payments since January 2023, I havent received any electricity storage box and my solar Pannels are not working to this day Now I have to pay the solar Pannels and my electricity bill. I have been so stressed about it, I cant sleep and I have anxiety attacks Today I called them 10 times and they did not answer none of them Please help with this situation, this is beyond frustrating and I dont know what to do any more Thank you so much ***********************

• Initial Complaint

  Date:12/12/2023

  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.

  Big Star Builders (aka *********) installed solar panels on our roof in July 2022. We are on the 15th month since the installation and the solar panel is still not operational. When we ask, we are told that they were waiting on the electric company, but we keep seeing BSB missing deadlines and filing for extensions. We went from $160/month to $600+ a month with loan payments and utility bills. This is creating a dire financial hardship on my 86-year-old mother who is spending most of her fixed income paying for solar panels that are not operational. We have to help her financially. The company has stopped communicating with us and the last time I spoke to someone was in August 2023. We filed a complaint with registrar's office and Big Star Builders did not respond. We filed a complaint with the ******************************** and they notified BSB of the inspection date and time, but they did not respond or showed up. We still have not received any communication from this company.

  Business Response

  Date: 12/12/2023

  Thank you BBB for giving us the opportunity to respond to this customer concerns. This project the homeowner contracted us to do entails of more then just a solar installation. We have completed a new roof, HVAC, and solar system installation on this customers property. The solar installation is now requiring an electrical change order that will require a new main service panel that will require trenching through concrete and electrical relocation. This requires us to work with multiple 3rd party agencies such as jurisdiction and utility company to coordinate and get completed. We will reach out to homeowner to address all concerns as well get this completed as soon as possible. Thank you BBB.

  Customer Answer

  Date: 12/18/2023

   
  Complaint: 20957919
  
  I am rejecting this response because:
  Big Star Builders is now saying we need to pay an additional $7000 for them to finish the work or hire an electrician on our own to finish the work. We also need to pay for additional construction work to close up a window because they need more wall space.
  

  Because of the financial strain this company has put us under, we cannot take out another loan. Additionally, this was not the agreement. They should have done their due diligence at the start of the project to ensure the work can be completed. It is unethical to extend the timeline and add additional costs 18 months after install. We are $65000 in debt with them and are now told we need to pay more? This is unacceptable and dishonest. 
  

  If they are unable to complete the project, they must release us from the agreement, remove the panels and refund us. 

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

  Business Response

  Date: 12/21/2023

  Thank you BBB for allowing us to respond to this customer. The contract states that any unforeseen circumstances that comes ** to be a change order the customer is fully responsible for as it is not part of the home improvement agreement. If the customer would like to continue with this process we would be more then happy to help get completed. Thank you BBB. 

• Initial Complaint

  Date:09/29/2023

  Type:Sales and Advertising 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.

  see Attached document

  Business Response

  Date: 10/10/2023

  Thank you BBB for letting us respond to this complaint. Unfortunately there was no attachment on the complaint and we cannot respond to any concerns unless we know what the complaint is referring to. Thank you BBB. 

• Initial Complaint

  Date:09/18/2023

  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.

  The company stated before the installment or before anything was signed that with the amount of solar panels they evaluated was right for the house it would be enough to power all of the house. And after they were installed we noticed that they were indeed not producing enough energy for the house and we tried contacting the company and they just wont answer anymore and they dont answer the financial lady that helped us set up the plan. We just want the company to respond to us and that they can do something about the panels or find a solution to our problems

  Business Response

  Date: 09/21/2023

  Thank you BBB for giving us the opportunity to respond to this customer issue. This customer signed and moved forward with a solar installation July of 2018. The customer has access to monitoring and we have explained that per the contract and what is installed the system is working exactly as it should be. We have also requested utility bills to complete an audit on their behalf and have not received them yet. If customer sends us this we will be glad to complete the audit and show customer exactly what the system is producing and covering. Thank you BBB. 

• Initial Complaint

  Date:03/07/2023

  Type:Sales and Advertising 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.

  Hace aproximadamente 5 anos, Big Star Builders Inc,instalo en mi domicilio 12 paneles solares, por los q me ofrecio beneficios en mi factura electrica. al transcurir de todo este tiempo el beneficio economico *** se me otrecio a sido nulo, pues desde *** se me instalaron los pneles solares pago mucho mas *** antes de tenerlos. Desde la intalacion fue un proceso mu* defectuoso por la falta de comunicacion en la instalacion * su funcionamiento. El 17 de febreo del *** en curso envie un pago por la cantidad de $195.0, aefecto de *** la compania enviara un tecnico a mi domicilio para *** revisara las causas de exceso de pago de electricidad. La Solar ***** me hizo saber *** la razon por la cual no estaba generando suficiente energia mis paneles solares, era por razon de *** se habian intalado del lado incorrecto del techo de mi casa. Quiero mencionar *** CPS Energ*, cuando les llame, me dijeron *** no se explicaban el por***, los paneles solares no me estaban a*udando en mi factura, pues no estaban generando suficiente energia. A un par de **** de la visita de la tecnica solar ***** me llamaron para hacer un monitoreo de mi servicio, el cual no se hizo por razon de *** *o me encontraba trabajando. En ese momento, *o le pregunte a la senorita *** me llamo, *** cual habia sido el diagonistico de la tecnico solar ***** * la senorita me evadio la respuesta * no me dijo lo *** la tecnica me dijo a mi, * cuando *o le repli*** * pegunte *** iba a pasar con la erronea ubicacion *** se le dieron a los paneles solares, me contesto *** de su parte no podian hacer nada; *** si *o, ***ria moverlos, *o tendria *** pagar el costo, asi como el mantenimiento. Por lo anterior, agradezco a BBB, por *** tenga a bien interceder por la suscribiente, para *** Big Star Builders ***** me restitu*a mi derecho *** como consumidora se me vulnera en perjuicio de mi economia familiar.

  Business Response

  Date: 03/16/2023

  Thank you BBB for letting us respond to this complaint. Since this contract was executed in 2018 to the day of turning the system on there was constant communication with the customer. As of now after completing the service call for customer the system is up and running and we reached out to customer and explained as well gave access to monitor the system. Thank you BBB. 

  Business Response

  Date: 04/27/2023

  Thank you BBB for giving us the opportunity to respond to this. The solar system installation was installed and commissioned with permission to operate. The customer did get a Service Call completed. There was no issue with the homeowners system as it was producing and operational. We did let her know to clean the solar system 2 times a year to help with any dirt or dust that is on the modules. Thank you BBB. 

  Customer Answer

  Date: 05/24/2023

   
  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:02/10/2023

  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 deceived by big Star Solar I thought I was being given a 1 % interest deal that lasted for 72 hrs apparently if I didn't contact them back in that time frame they just come and build a solar station in your yard. They treated to force the sale of my home. The covered me through a phone call one gentleman in person the other over the th phone with a lady on the phone I thought I was confirming that the giving his spiel not that I was entering into a solar deal I tried to see if I could pay a penalty or something to get out of it the said they already had the permits and there was nothing I could do they sent threatening emails that they would charge me double the cost of the installment and they would force the sale of my house to pay for it. Everything has gone crazy and they still have mot completed the work.

  Business Response

  Date: 03/10/2023

  Thank you BBB for letting us respond to this customer. This customer executed a contract and coordinated the entire installation at our company. The installation and system has been operating since last month and we completed a recorded walkthrough and is up and running. Thank you BBB.  

• Initial Complaint

  Date:12/27/2022

  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 solar panels put on my roof on 10-24 -22 they never finished up the wiring to the electrical panel in November I got plans in the mail with an inspector card I called for inspection the inspector came out and told me the wiring needed to be finished I talked to big star and they told me they would send someone out to finish the wiring all they did was send the inspector out that was 11-30-22 for the next two weeks I called Big star builders and got the run around about the wiring on 12-8-22 I called them up and left them a message that I wanted the wiring finished up with in 24 hours or I am not paying for the solar panel's and I am going to get my own electrician to finish the wiring I never heard back from big star
  

  Business Response

  Date: 01/26/2023

  Business Response /* (1000, 5, 2023/01/10) */
  Thank you *** for giving us this opportunity to come to a resolution with this mutual customer. We have reached out to him directly and clarified the miscommunication and concerns he has. We are finishing the project in a timely manner and keeping him updated along the way. Thank you ***.

• Initial Complaint

  Date:11/21/2022

  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.

  After a year and finally getting everything squared away with ******* Big Star I am still waiting for completion of my connection. I also have not received my battery. I cannot contact this company without getting the run around over and over and over. I do not have a contact person to talk to and every time I call get no answer just voice mail and no return calls. I am still getting an *** electric bill as well as the Mosiac bill for the solar panel and have been told that my battery is on back order because of Covid. That was six months ago. I want this system finished and I do not want to have to play this game with Big Star anymore.
  

  Business Response

  Date: 12/16/2022

  Business Response /* (1000, 5, 2022/12/05) */
  Thank you *** for giving us the opportunity to resolve this issue. We will get the system up and running as soon as possible with the battery connected. We will also reach out to homeowner to give the proper communication and updates while we do so. We will also do whatever it takes to make sure the customer is happy and satisfied with the installation that took place at her property. Thank you ***.
  
  
  Consumer Response /* (2000, 7, 2022/12/15) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I accept the response and would like to get this completed

• Initial Complaint

  Date:10/25/2022

  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.

  view attachment

  Business Response

  Date: 10/31/2022

  Thank you BBB for allowing us to come to a resolution with this mutual customer. This customer does not currently have any service calls open and system is on and operational. This mutual customer has also already signed a release of liability and we are currently in the process of adding panels to his existing solar system. Thank you BBB.