Complaints

This profile includes complaints for Sol Systems LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Sol Systems LLC

  1101 Connecticut Ave NW Fl 2 Washington, DC 20036-4386

  
• 

  Sol Systems LLC

  1380 Monroe St NW Ste 120 Washington, DC 20010-3452

  
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  Sol Systems LLC

  PO Box 120 Washington, DC 20044-0120

  

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:08/19/2024

  Type:Billing 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 signed up for this membership for solar/wind power in June 2021 and cancelled in January 2022 when I was moving out of my apartment and would no longer owe electricity. I received a confirmation, but I have continued to be charged $5 every month hereafter. I have reached out to the company, originally Arcadia and recently renamed Sol Systems, on June 13 2022 for a refund of 6 months ($30) and confirm cancellation--they confirmed the issue and said it would handled--account deleted and payment method removed. I reached out again August 9 2023 for a refund for now 18 months ($90)--they also confirmed the issue and said it would be cancelled/refunded. Now, August 2024 I'm still being billed ($150 owed). I have not lived in the space in 2.5 years listed on their new, dysfunctional site, intentionally made to scam.

  

  Business Response

  Date: 09/03/2024

  Hello *****, 

  Thank you for sharing your concern. For background, Sol Systems acquired Arcadia's Membership portfolio to continue the build out of our renewable energy products and service offerings. Your account was transferred over in December 2023, and we started billing you accordingly. After looking through all our emails, the first email we received from you was on 8/19/2024 requesting a cancelation and refund. Your account has been canceled and your refund of $45 was initiated on 8/30. Refunds can take 5-10 business days to reflect in your account. We apologize for any confusion during this process and are here to answer any further questions. 

  For refunds prior to December 2023, you would need to reach out to ********

  Thank you for your patience and please let us know if you have any questions. 

  Best, 

  Sol Systems **************** Team 

• Initial Complaint

  Date:05/06/2024

  Type:Billing 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.

  On March 4, my renewable energy membership and monthly utility-connected billing service with Arcadia was transitioned to Sol Systems. Sol Systems is calling my membership "Sustainable Choice." Sol Systems is supposed to draft my checking account and then pay my electric utility company ************* for my monthly utility bill plus $5 to ensure that the energy I'm paying for is mostly sustainable (i.e. solar, wind). My last ************* bill for service period April 1-30, 2024 indicated that my previous bill for service period Feb. 29-April 1 was never paid, and a late fee of $3.94 was charged. The due date for the April 1 bill was April 22. On May 3, I received an email from Sol Systems that said "We have successfully submitted payment for your most recent utility bill to your utility company." I had received notification via text from ************* on May 1 that the most recent bill payment was due on May 21, so I thought that was the bill that Sol Systems was referencing. As of today, ************* has not received payment for the older, April 1 bill, and to stress, payment was due two weeks ago. I logged in to the Sol Systems/Sustainable Choice website and saw today that they plan to draft my checking account for both months combined (April 1 and April 30 statements) later in May (the amount of the latest ************* statement that included the past due amount), IN ADDITION TO the amount that was due to ************* on April 22 for the April 1 statement.There is no phone number on their website, and no way I can cancel my account through their website, either. I sent them an email today, but got an automatic reply that it would take 2-4 business days to hear back. I'd like my very late ************* bill to be paid immediately, and I want reimbursement for the late fee. I also want to cancel my account immediately once the late bill is paid and I am reimbursed the late fee. Thank you very much for your assistance with this.

  Customer Answer

  Date: 05/23/2024

  Hello, below is an update on my dealings with Sol Systems. I am now current with my payments to ************* through Sol Systems. In fact, I have a credit with ************* of $272.75 because Sol Systems erroneously drafted my checking account twice for the April 1 ************* bill. That's because Sol Systems paid the April 1 bill two weeks late so that amount showed up on the April 30 ************* bill as past due (in addition to the current amount that was due.) For the April 30 bill, Sol Systems paid the past due amount AGAIN plus the current amount due. I'm telling you this only because the company continues to make errors in their customer billing and bill payments (to the utility company).

  That said, they did refund the late fee to me that was charged by *************. And I believe that my account with ********************** has been successfully closed.

  Thank you very much for your assistance with this company. I am very relieved to be free of them and to have settled this messy financial situation to my satisfaction.

  Have a wonderful Memorial Day weekend,

  ********

   

   

• Initial Complaint

  Date:12/08/2023

  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.

  Sol Systems has an account for my SRECS. It has my property address, phone number, and sometimes it mails out SREC checks. So it has my information about my solar panels. however I cannot log in, and even when using their password reset email, it doesn't work. There is no one "home" at their company to answer calls. Their phone number just tells you to email [email protected] would like to get in to see my account, and I would also like to change from checks to direct deposit. But nothing works on their website. It's appalling. A very glossy website with zero customer service. last April I got an auto email telling me my account was inactive. What? my system was running fine, and they were still calculating SRECS. I need to have a HUMAN BEING at a managerial level call me right away (it is Dec. 8 today) to clear up all of these problems. I do not want a beginning level customer service worker to call. I dealt with several last summer and they were not professional. They will not solve the problem.

• Initial Complaint

  Date:03/03/2023

  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 have used Sol Systems as my broker to sell solar energy credits (SRECs) since 2017. Until early 2022 there was not a Virginia market, so VA residents sold SRECs in another state, often PA. As the VA market came into being my SRECs began to be sold there. There is no action required of me other than to report monthly generation. Sol Systems began selling my SRECs in the VA market in Feb 2022 and did so again in May 2022. In both cases one SREC was sold for about $50. At that time the PA market was offering much less than the new VA market, about $20 per SREC, In Sept 2022 I received a check from Sol Systems for $40.08 for 2 SRECs, or $20.04 each and called Sol Systems support. I asked what happened and was told, verbally and e-mail, of a software problem causing some VA customer SRECs to be sold erroneously in PA. I was assured they would fix it and make me financially whole since the error was theirs. On Nov 28, 2022 Sol Systems issued a check for another 2 SREC, this time for a total of $41.68, sold again in PA. By then I was finding it increasingly difficult to get through to customer support and often held for 20 minutes before being disconnected without reaching anyone. Messages via the "contact us" link on their website or via e-mail were answered sporadically at best, and while the people I occasionally got through to were apologetic, nothing ever happened to resolve the issue. Since Dec 2022 I have been unable to get through on the phone. I opened additional tickets via their website explaining the history and problem, and other than one or two brief notes saying they would look into the issue, I've heard nothing.I recently moved my business to another broker but am seeking to be fairly paid by Sol Systems. On Feb 27, 2023, Sol Systems issued one final payment for 2 SRECs. The first was sold in PA ($21.50), the second in VA ($52.60) It seems they finally fixed the issue, but still owe me for 5 underpaid SRECs or about $150.