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Business Profile

Solar Energy Products

ESP

Complaints

Customer Complaints Summary

  • 115 total complaints in the last 3 years.
  • 23 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/16/2022

    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.
    My loan start date is 06/29/22 with ******** to pay for a complete, energy generating solar system furnished and installed by Energy Service Partners, Inc., *** *** Contracting ***** license # XXXXXX).

    Energy Service Partners has been completely unresponsive, and I have requested several times, for them to tell me how they are going to complete my solar system installation, so that my system begins to generate electricity.

    ******** has fully funded **** and I have no leverage for getting my system complete, and working. And my loan starts on Sept. 1st.

    Business Response

    Date: 09/01/2022

    Business Response /* (1000, 5, 2022/08/17) */
    We apologize for the delay. PTO was granted on 7/29 and we are working to schedule system activation since the cellkit was on backorder at the time of installation. We're sorry for any poor communication experience and we are working to complete his project as quickly as possible.


    Consumer Response /* (2000, 7, 2022/08/22) */
    (The consumer indicated he/she ACCEPTED the response from the business.)
    ESP activated system and installed cell kit for monitoring.
  • Initial Complaint

    Date:08/16/2022

    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.
    They did not complete installation according to contract.
    *** installed my solar panels Oct. 2021, I start having problems with pigeons, I out a company to go up on my roof to see what was going on. That is when I discovered that they fell to complete the job.
    They did not install the critter guard that I paid extra for, and because of their failure to install the critter guard, I have birds nesting under and soiling my panels. I have been calling them every week for over 4 weeks, and they have failed to respond. They refuse to return my phone calls and when you do get someone they do not have a clue and always promise someone will call back and they have not. This is more than *********** or ***********

    As of today no answer August 16, 2022

    Business Response

    Date: 10/28/2022

    Business Response /* (1000, 5, 2022/08/17) */
    We're very sorry for the oversight. We have an open ticket and will follow up to make sure it is prioritized. The critter guard slipped through the cracks during the initial install, but we are currently working to schedule a time to have the work completed and will have someone reach out soon. Again, please accept our apology for any frustration and know that we are working to get this fully wrapped up.


    Consumer Response /* (3000, 7, 2022/08/18) */
    (The consumer indicated he/she DID NOT accept the response from the business.)
    This is what they keep saying and no one every call you back, I have been hearing this for the last four months October will be a year. They fail to put the critter guard on and now my roof and house is being damage daily.


    Business Response /* (4000, 13, 2022/10/27) */
    we investigated the ****** ******** case and we did resolve with the customer - their Critter Guard was installed on 9/12/2022 but we must have failed to respond to the complaint in time. However it is resolved and the homeowner stated to us that they were satisfied with the end result.


    Consumer Response /* (2000, 15, 2022/10/28) */
    (The consumer indicated he/she ACCEPTED the response from the business.)
    The Critter Guard was installed 10 months late thanks to the BBB
  • Initial Complaint

    Date:08/13/2022

    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.
    Initially signed up for solar with this company. It was truly a mistake We made it very clear that no Solar panels were to be placed on front of home. This was agreed upon and ****** the sales rep showed us the design during the initial meeting our roof also needed replaced so this was to be included and estiamted by ****** to be ******** the roof was put on within a week however we were never given any type of detailed product records We did witness and have on camera after the job was complete a person pulling up to our home and picking all the remaining roofing materials. Here's the best part 3 times designs were sent to us all had panels either on front of home or on side of home with a huge tree (No Sun). We than get told the roofing is ******** When dealing with ****** he became aggressive issuing threats that we will be paying for all costs include designs which may cost up to ******** We have made several documented requests to the roofing company, to ESP, and to ESP billing. none are able to come up with a resolve to the ******* bill for roofing. We will be filing against ESP and the Roofing company for false billing. We have already had 2 independent roofing estimates with only half the cost.

    Business Response

    Date: 08/26/2022

    Business Response /* (1000, 5, 2022/08/15) */
    We apologize for any confusion and are happy to look into the matter. Please expect to hear from a specialist as soon as possible. We will also investigate the matter of the sales rep's ******** - while we do not employ ************ we can review the code of conduct with the authorized dealer partner and take appropriate action. We're sorry for the poor experience and any frustration up to this point.
  • Initial Complaint

    Date:08/10/2022

    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.
    Installation of a residential solar setup started 04/13/2022. They brought and attempted to install the wrong panels (my husband checked the labels and caught them), had to return on 04/20/2022 to install the correct products. At the time of installation ****** was informed that there would be an inspection prior to functionality, and this would be scheduled based upon LA County inspector's availability. The invertor was not operational, the installers left without giving us an update on the invertor and/or whether the system was complete and operational. My husband called my husband 04/28/2022 1:16 & 2:30 pm to request an update and was told he would receive a call back. ***** text my husband to advise him that she had requested an update from her team and that she would be in contact at 1:29pm. That afternoon ****** was advised that the invertor was replaced, however, this is impossible as no one was let onto the property and it is locked with functioning security cameras. ****** reached out for an update on getting the LA county inspection completed and next steps on 05/16/2022 at 1:33pm, and he received a return call at 1:42 pm. On this call ***** advised that she would need to get guidance from her team and would follow up. ***** calls back at ****** 05/16 and says that they are just waiting on a county inspector to become available. Called ***** on 06/01/2022 at 1:48pm and text at 1:49pm to ask for an update on inspection/invertor. ***** responded the following day 06/02/2022 at 12:00pm to let ****** know that she was out of the office 06/01/2022, ****** was not available that day. On 06/03/2022 ***** text ****** stating that the ****** inspection would take place 06/08/2022 at 8am, but not for sure and ********* would confirm. ********* called ****** at 1:42pm and stated it would be tentative and she would advise if it was going to happen. 06/03/2022 is also the day that ***** was no longer our contact and**Remainder of explanation is available upon request**

    Business Response

    Date: 09/02/2022

    Business Response /* (1000, 5, 2022/08/11) */
    We are working on a resolution for your project. It appears that you had unpermitted work completed on your home and this has caused the inspection process to come to a halt. Your project has been escalated to upper management who should be in touch with you soon to determine the best path forward. Thank your for your patience and understanding.


    Consumer Response /* (3000, 10, 2022/08/11) */
    (The consumer indicated he/she DID NOT accept the response from the business.)
    I do not accept the response at this time. I want the complaint to remain open until a resolution has been reached and the work has been completed. We gave the go ahead to get started on this process on March 3, 2022 and it has now been 5 months and my roof has been compromised for a system that is not operational, and with no end in sight. I am becoming less patient and understanding as the days pass.


    Business Response /* (4000, 12, 2022/08/18) */
    We are responding to let you know we are still working on this. Someone from our upper management team reached out and left you a voicemail, please reply to them so we can continue to work on a resolution.


    Consumer Response /* (4200, 14, 2022/08/18) */
    (The consumer indicated he/she DID NOT accept the response from the business.)
    We received ******* VM and ****** returned his call and left a message8/17/2022 after hours and called again today, 8/18/2022 at 10:09am, no pick up. We have yet to hear back.
  • Initial Complaint

    Date:08/10/2022

    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.
    ESP contractors have failed to do their Job. This contractors are so incompetent to finish their job correctly. I have contacted my local city , pg&e to find out they haven't done much to get my PTO for service started. I have contacted the manager contractor, Martin Garcia and haven't got no answers. For you all people out there Do Not go with these contractors who fail to finish their job. It's a shame to be dealing with such an unprofessional people.

    Business Response

    Date: 09/02/2022

    Business Response /* (1000, 5, 2022/08/11) */
    We apologize for the delays. We had to complete a redraw after the install and re-submit for permits. We're currently pending the revised permit to schedule the inspection, which is due to be picked up 8/12 and we should be able to get the inspection scheduled in the next week or so. We again are sorry for the delays in the project but we should have the inspection scheduled and move you through to completion ASAP.

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