ComplaintsforSourceNRG

• Initial Complaint

  04/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have had my solar panels installed and have been working or trying to work with this company since September of 2023. At first everything was fine, and the panels were installed and I do believe they are ready to use, but I have not been able to connect with any person at this company, the number on the website says it is not valid and the email I found was sent back to me. I have $50,000 worth of solar panels and have no way of using them and absolutely no information regarding them. Thank you

  Business response

  04/29/2024

  Hi ******,

  We do apologize for the inconvenience!  I will have our technician contact you immediately to schedule a site visit to diagnose what the issue might be.  Please direct all future correspondence to **************.  We will be in touch shortly!

   

  Thank you,

  Customer response

  04/29/2024

   
  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

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  In August of 2023 my wife and I were approached by Source NRG about doing solar for our house. We were told by the salespersons that the solar would provide enough energy that our electric bill would go down to the minimum of $17 dollars a month for most of the year. This would offset the payment for the solar. We also were informed that we would receive a tax refund of $10,000 for doing solar. This would also be used to lower our payments. Our utility bills have not gone down as we were told that they would (also the minimum in our area is approx. $35 not $17) and now we have additional payments for the solar as well as our electric bill. Also the program through the government is a tax credit where it only offsets money you owe so you do not get a big check to put towards your loan. This means our solar payment will actually increase in 18 months. The last day of installation they were supposed to set up an app for us to monitor our system but there were system problems going on and they could not do it at that time. They were able to get the app on my phone remotely but were going to return to educate me on the usage of it. They have not done this at this time. Communication during our process was always frustrating as phone calls or texts would go unanswered or we were told that someone would have someone else call us and they wouldn't. Our biggest complaint toward Source NRG is that as soon as our installation was complete they have "ghosted" us. Over the course of a couple of months we have left numerous messages both on voice mails and with employees, we emailed them and we have texted all of the numbers we have and had no response. On one occasion we did get an answer but the guy did not work at the company any longer but did get an answer for our question at that time. We would like to discuss these items and NOBODY will call us back.

• Initial Complaint

  04/02/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I paid $22,000 for a rooftop solar install. While, I did get the installation, my contract states a system of 4.1kw and the panels are under producing. The contract also states the company will monitor, maintain and warranty the system. The company has disappeared. Phones are shut off. email servers are shut off. Many recent reviews stating the same experience or worse. I'm now paying for something I didnt get with no support to fix.

• Initial Complaint

  02/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Had a solar system installed and paid ***** dollars for it. Have been trying to get in touch with the company in regards to when I can actually activate and use my system but every email address that I have found - on their website mind you - has come back as not valid. I would just like a response to my inquiries.

  Business response

  02/20/2024

  Hi ******,

  We apologize for the lack of communication and frustration getting in touch with our customer support team!  Our Operations Coordinator will be contacting you shortly to answer any questions.  It does look like everything has been submitted to the utility company to initiate your net meter installation so the last step is for Xcel to come and install the meter.  They will let you know when this is complete by leaving a door hanger notifying you that you now have permission to operate your system.  Please give our coordination team a call when this happens at **************.

  If there is anything else we can be of assistance with please let us know.

  Thank you,

  ********** Team

  Customer response

  02/20/2024

   
  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

  12/12/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  Have unfinished work adding up to $6700 that they have schedule 2 times and not shown up for. Work was to be completed in summer of 2022. Can not get I touch on the phone or via email despite numerous attempts. Paying a loan with these fees attatched work not done

• Initial Complaint

  12/05/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Aug 12, we signed contract for Solar Panel System with SourceNRG. ******** said project completes in 3 months and would only start paying after 3 months of the system working. It is Dec 4 today, heard nothing from them. We do not know what is going on. No communication to us. We called them to follow up, nobody would answer. We emailed; emails are just ignored. Now the financing- 3rd company they used for this project is asking for first payment on Dec.21, and the system is not even working yet.

  Business response

  12/19/2023

  Hi ******,

  We sincerely apologize for the lack of communication and have looked into the issue.  Per our conversation, Xcel was waiting on the signed final document back from you.  This was completed and your net meter will be installed in the next 15 business days.

  Thank you!

  Customer response

  12/19/2023

   
  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. Please thank them for their response. It could have been better if they have communicated to us then I would not resort to filing a complain. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  11/09/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  We feel ********** is in breach of contract. We were promised additional adders as part of the Model Home Package for the solar array installed on our residence. Multiple emails and phone calls have been made to SourceNRG to try to rectify the situation andhold them accountable to the contract. No response or resolution has been received from **********. Per the contract: "Energy efficiency upgrades will not be completed until 30 days after final inspection is completed and Permission to Operate (PTO) is granted. This process typically takes ***** days." PTO the solar system was granted by *********** on 4/27/2023. The energy efficiency upgrades have yet to be completed. Per the contract, ********** agrees to: 1. Provide an ownership program 2. Provide locked in rates. 3. Cover up front costs, permitting costs, and free premium energy efficiency upgrades. (May include but not limited to power filter, attic insulation, solar attic fan, etc. see list below.) - From Page 2 of contract: Additional adders provided by ********** include $5500 energy upgrades package (attic insulation, solar attic fan, blow door test, attic seal) We are requesting either a refund of $5,500 from SourceNRG for work that they have been paid for but have not completed. We have honored our end of the contract, now they need to do the same. An excerpt of the contract was uploaded on the BBB website along with complaint. The next steps are small claims court and grievance with the finance company (GoodLeap).

• Initial Complaint

  10/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had 2 gentleman come to the door and sell us a great story of a good solar company needing a model home. After the full discussion over 4 days, I decided to sign up and be a model home for SourceNRG. This was supposed to include no cost for the system to be installed and all foot work done by the company. It took 2 months of no communication before I heard from them again to do an install. Once install was completed I waited for over 2 weeks before an inspection from Mesa County happened. Once that occured, the inspector mentioned inspection should have been within 24 hours and he then printed a list of things that were not up to code and needed fixed with a failing completion of the inspection. It took 4 days after sending the inspection report to SourceNRG before I heard anything again. The response I got was that they would be in town the following week to fix the things the inspector found and then they would move forward. It has been over 2 weeks since that was said with still no one here to fix anything and no responses up until yesterday when the supposed owner emailed wanting to know what the issue was. I attempted to call and talk to him twice and then told him several times when I had lunch from work so that he could give me a call. It has been nothing but a run around with this company. We have asked to have everything removed and the loan they set up to be squashed as we do not intend to do further business with this company. Instead of setting up a removal date, I am playing tag with the owner trying to get some sort of answers with no luck.

  Business response

  12/01/2023

  Hello,

  We had previously submitted a response but I am not seeing it in the correspondence chain.  These issues have been rectified and we have communicated this to the customer but wouls still like to submit a formal response.  Please advise!

  Thank you!

  Business response

  12/19/2023

  Hi ****,
  We are so sorry that your project took longer than expected and for any lack of communication over the course of the project.  It took our team more time then we had anticipated to receive your approved permit, but that in no way excuses the lack of updates or communication during that time.  We definitely aim to complete final inspections within 1-3 days of the system installation but do not always have our inspection available to do so with his busy schedule.  We have since hired additional staff to help so that we are capable of providing the timelines we want to adhere to.  It looks like everything was corrected and your inspection passed, and you have received your net meter and are able to activate your system.
  We greatly appreciate your feedback and please let us know if we can be of any assistance.
  Thank you,
  SourceNRG Team
  
  

• Initial Complaint

  09/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company has turned our worst nightmare into a reality. It took a year from signing to having the panels installed and approved for operation. It is impossible to get anyone to call us back from this company and we are still trying to be reimbursed for them not doing the electrical panel upgrade that was supposed to take place before the solar was installed. At one point they sent us a document for us to sign saying that we had received the check that they had yet to send (supposedly they would send it after we signed, but we refused as we had not actually received the check). We're supposed to take their word that only $3500 was built into the loan for the panel upgrade but we had discussed a few other items and I thought it was more. They refuse to fix the loan directly with the lender and told us they will only write us a check for the $3500 despite us having to paying interest on the loan, with that included.We've also been trying to get an itemized copy of what is included in the loan which they refuse to provide.On top of the above mentioned items, we had to wait for months for the "energy efficient upgrades" to our house and they tried to give us $500 instead of doing them, despite it being valued at $2000. What we received when they did do them was not $2000 in value, but close to half of that.We were told that the solar panels would offset our electric bill by 101%, and although it has cut it down, it doesn't come close to the 101% despite us decreasing our energy consumption and the energy efficient upgrades.At this point, we're at a loss for what to do. My partner leaves messages for *** all of the time and has to call the main number to be able to speak with anyone. I'm certain that we're greatly overpaying for what we received and their shady business practices have only solidify my concerns.

  Business response

  11/20/2023

  Hello ********************,

   

  We sincerely apologize for the inconvenience and frustration this has caused you!  There was an additional amount of $3,500.00 included in your original contract and loan for a main panel upgrade.  It was ultimately determined that this electrical upgrade would not be required to complete the installation of your solar array but we unfortunately were unable to remove the amount from the loan once the system had been installed.  The best resolution we were able to offer was to refund the amount of the upgrade that was not completed. Our Sales Operations Manager ********************* was in contact with your partner, ****, in regards to the reimbursement and completion of the Energy Efficiency Upgrades and check was mailed out for $3,500.00.  

   

  In regards to the energy efficiency upgrades, the company that we partnered with to complete these had informed us that they were closing so we were unable to complete these services for a time. Our resolution was to provide monetary compensation until we were able to again offer these services, which we do understand, still does not excuse the significant delay in completion.  We are happy to address your concerns further regarding the value of these services and the work that was completed if you could please elaborate.

   

  To address your concerns with your systems production, we can definitely make sure that the system is functioning as intended and take a look at your current electrical usage versus your electrical usage at the time the system was designed.

   

  Again we are so sorry for the frustration.  Please let us know how we can be of further assistance.

   

  Thank you,   

   

• Initial Complaint

  09/15/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This complaint involves contractually obligated home efficiency upgrades as part of a Solar installation agreement signed on July 15, 2022. These upgrades should have been performed on or around January, 2023. At this time I had extreme difficulties getting ahold of anyone at SourceNRG and no one would return my messages over the period of several months.On June 20th, 2023, I finally got a call from a representative from SourceNRG who offered a payment of $600 to resolve the outstanding commitments, which was less than what they were valued at but I ultimately accepted. This payment was never issued and was claimed to be "missed" when speaking with the same rep on August 21. Rather than seeking legal options, I wanted to be done with the matter and signed an e-release to get the $600 check issued on August 31. After signing the release, I heard nothing back and checked in on September 8, September 12, and September 14 with no response. Furthermore, the release form incorrectly mentions that the agreed payment was attached to the document when it was not (a detail which I did not catch at the time).At this point the business in question refuses to return my messages and their phone number is not operational.

  Business response

  09/25/2023

  Hi *****,

  We sincerely apologize for the delay and frustration associated with completion of your Energy Efficiency Upgrades.  Unfortunately, we were no longer able to offer these services which were originally included as part of our Model Home Agreement as 'free premium energy efficiency upgrades'.  In turn we wanted to provide a ***************** and I believe you spoke with our Sales Operations Manager, ***, about and the issuance of a check for $600.  It looks like we do still owe you that check and will be issuing and mailing it to you during our next accounts payable cycle.  Please use our main line and select the 'Existing Customer' prompt to reach out at any time, **************. Again, we are so sorry for the delay and inefficient communication!  Please let us know if there is anything else we can do to be of assistance.

  Thank you!

  Customer response

  10/02/2023

   
  Complaint: 20611038
  
  I am rejecting this response because:

  While I appreciate the response, nothing meaningful has actually been done to address the underlying issue. Emails rarely get returned (and never in a timely manner) and in your response you mention calling your main line, a phone line that has not been functional in many months. I'm approaching the point where I don't see any recourse but to get legal council and pursue the matter in small claims court, something that will be a pain but I'm not sure how else to approach resolving this issue.

  Sincerely,

  
  *****************************

*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. ↩