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:06/11/2025

  Type:Product 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 RECEIVE THIS SOLAR POND PUMP AND I AM MISSING THE SMALL SOLAR PANEL THAT IS ****** IN THERE INSTALLATION INSTRUCTIONS AND ON THERE WEB SITE.THIS PANEL IS USED TO RUN A COOLING FAN TO HELP COOL THE COMPRESSOR AS STATED IN THERE INSTALL INSTRUCTIONS.I HAVE EMAILED THEM ABOT THIS SEVERAL TIMES AND HAVE NOT HAD ANYONE FROM THERE ANSWER THEM.

  

  Business Response

  Date: 06/13/2025

  We sincerely apologize for any frustration and inconvenience experienced. We take full responsibility for the confusion and the delayed replies, this is not the level of service we aim to deliver.

  Based on valuable customer feedback, we recently improved the system design so that the cooling fan now runs directly off the main system solar panels, eliminating the need for a separate small 10W panel mounted on the top of the enclosure.  So the system you have is ready to operate as is.  We thought we had updated all of the documents and pictures but will double check.  There are still some older videos which still show the old version.

  This update offers two key benefits:
  1. Simplified setup: The pump and fan now share the same solar array, reducing wiring and mounting steps.  Running off the large panels, allows the fan to always run at full speed when the aerator is operating.
  2. Greater flexibility: The enclosure can now be placed in a shaded area if desired, further helping with cooling, since the panel on the enclosure is no longer needed.  But being in the shade is still not required. 
  
  Again, we apologize for any confusion old references may have caused.  We understand that the older installation instructions and images may have caused confusion and we are double checking all materials to make sure they reflect the updated design.

  Customer Answer

  Date: 06/17/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  Date:06/25/2024

  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.

  In January of 2024, I spent $9565.12 on a 3 horsepower tankless pressure pump kit, including batteries, solar panels and mounting hardware. I decided to purchase at that time because the *** website advertised a sale. As it was winter, I did not begin the installation of my pump until this spring (May 2024). After completing the installation according to the provided instructions, there was an error code on one of the components. This was simple to resolve after getting in touch with the support team, although getting them to call back was somewhat challenging. Once the power situation was resolved, I discovered that the pump didn't work. When plugged in, some kind of fan comes on, but the pump doesn't spin and certainly doesn't move any water. After several more attempts to contact ***, they said the pump was likely damaged during shipping, although there was no visible damage either to the pump or to the packaging. When *** decided there wasn't a simple fix for my non-functional pump, they initially offered to replace it, but never proviysaid replacement. They have since stopped responding to my emails, which was the only way I have ever been able to get a response. I have since ordered a replacement pump (also from ***, as the pumphouse was already built and plumbed with this model pump in mind). The replacement pump cost $1120.90.

  

  Business Response

  Date: 06/26/2024

  Hello, really sorry to hear you are having issues with your system.  Just to be upfront we stand by all of our systems with both our 30 day refund policy and our *************** Guarantee.  The *************** Guarantee: "We offer a money back guarantee that our pump systems will provide you water off of solar power when sized by one of our engineers to your well, desired setup and final total dynamic pumping head."  So in the case we can't get this system going, rest assured you can return the system for a full refund.  

  Based on our water assurance guarantee, we can process a return/refund right away, but I would love to get your system running.  I have reviewed your support ticket, seems like we are down to some sort of issue with pump or priming.  Looks like you may have tried this, but priming is critical on these pumps and the fan noise you hear could be the spinning impellers inside the pump end.

  I also noticed you are pumping from a pond with 8ft of suction.  Are you using a foot valve on your suction hose, which is a one way valve on the end of the pipe?  When priming, we are going to need to make sure the whole suction hose is full of water along with the chamber of the pump, which requires a one way valve on the end of the suction tube to maintain prime.  Let me know and if not, we can get any parts you need out right away!

  Customer Answer

  Date: 07/02/2024

  I am rejecting this response because:
  I have been quite diligent in attempting to prime the pump.  I followed the included instructions for priming (loosening the priming screw, adding positive pressure to the supply line, etc).  I did include a foot valve on the suction line.  I also plumbed in a priming limb so I can fill the intake line, as well as check to make sure it stays primed, which it does.  The replacement pump I ordered has been plumbed in, and I can confirm that it does turn on, and that the control panel is working.  After several attempts to make the new pump work however, I am unable to get it to draw water from the pond.  When I pour water into the intake line, I can verify that it exits the pump through the outlet, but the pump does not draw water up from the pond.

  

  Business Response

  Date: 07/16/2024

  Seems like the latest is you were able to get the pump running and some water pumping when there is positive pressure.  Did you end up trying the other foot valve to rule out a leak?  As you know, priming is essential and if you can get some water pumping, we usually advise customers to run it full open to expel all the air from the pump housing.  If you let me know the results, I will check back with our support team on next steps!

• Initial Complaint

  Date:07/25/2023

  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.

  I purchased a well pump kit from RPS Solar in July of 2022 for $3427.00. After calling the company and giving them my needs the representative sized the system for me. After installing the system I was producing ***** gpm and was told over the phone I would be getting roughly ***** gpm. First problem! Secondly After installing said kit which on thier website states it will withstand 100+ mph winds my system was completely destroyed in 40-60mph winds. I called RPS and they were nice enough to warranty out system and also upgraded me to a larger system as the first one again wasn't producing the gpm I was hoping to achieve. In January of 2023 I paid an additional $2787.11 for the 60gpm system. After setting this system up I was only producing ***** gpm. They inturn told me there must be a problem with the pump and would use my warranty to replace it. I called my local well driller and scheduled yet another appointment to replace the new pump. Mind you it costs $650-$800 everytime the well company comes out this was pump replacement #2. After installing now 3rd pump it was still producing ***** gpm open flow with no restrictions. Called RPS again ran through all thier tests and was than told it must be a bad controller. I paid for the express shipping as now it was hot out and my fruit orchard was suffering due to lack of water. Controller showed up and I promptly installed no change whatsoever still the exact same numbers ***** gpm. I have called emailed asked for the manager-owner and having a hard time now with anyone trying to help. Last response was 7 days ago as I'm writing this complaint. I asked for ***** (manager) to please call me back today or I would be taking other actions to try and resolve this. At this point I'm into this system $8514 for pump and labor to replace also another ******* for the solar mount I installed myself. Totalling $12406 for a 35gpm system!!! I'm not asking for anything other than the 60gpm it's supposed to be producing!

  

  Business Response

  Date: 08/28/2023

  We have been working with **** over the last several months to help solve the issues with the flow rate from his system.  The system should be producing around 60GPM and he is only getting 30GPM.  We have swapped both the pump and controller free of charge to ensure it is not a hardware issue.  Both pumps and controllers performed the same with no indication of a fault or other error.  
  

  From there, we recreated his setup here at our shop using the exact same pump/motor and well casing diameter, since we were concerned a 4in casing could restrict flow.  When exposing it to the appropriate pumping head, we confirmed the system produced 67GPM or so, in our 4in casing, exceeding our quoted specs.  
  

  We have dotted every i and crossed all the ts with the equipment we provided, and there is nothing to indicate this is a hardware issue.  
  Unfortunately, not all ***** are created equal, and the only remaining cause we can think of is unfortunately a well that can't keep up at 60GPM and is only producing 30GPM, limiting what the system can produce.  ***** are somewhat mysterious and a well that produced great one day, can drop off production on another day.
  

  It's really hard when the most likely solution is an issue with the well.  In these cases, we stand by our *************** Guarantee.  We offer a money-back guarantee that our pump systems will provide you water off solar power when sized by one of our engineers to your well, desired setup and final total dynamic pumping head. We do require static water levels, drawdown and pressure requirements are accurately estimated during the sizing process, that installation follows the instructions of the *** User Manual, and that you give *** engineers a chance to troubleshoot any issues.
  

  Possible well issues are the hardest cases for us at *** when we have tried everything with the hardware and it appears the solution as far as we can determine, is outside of our control.  Even though there is no indication of a hardware issue, based on our *************** Guarantee, we continue to offer our money-back guarantee if the customer desires to return the hardware.