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:03/07/2025

  Type:Customer Service 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.

  For the last 6 months I've been trying to get an energy audit done. I have called and left messages as well as talked with people. I've done everything they asked, sending in pictures and more. My last conversation was i will be scheduled for someone to come out. I've heard nothing and seen nothing. It's clear we don't have enough solar panels to produce for our house as promised. We have never had a negative bill and still pay over hundred dollars a month in electric bills some months. I just want what we paid for, a solar system that covers our electric bill.

  Business Response

  Date: 04/15/2025

  ****, our office manager will be reaching out today to resolve this issue. 

   

   

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23033006
  
  I am rejecting this response because: I've never heard from anyone. 
  
  Sincerely,
  
  **** ********

  Business Response

  Date: 05/01/2025

  Attached is a screenshot from our service call conducted on April 11, 2025, during which our technician was onsite with the homeowner present.

  During the visit, we determined that the system's production issues are being caused by shading. As discussed, it is the homeowners responsibility to maintain the property, including trimming any trees that may obstruct sunlight to the solar panels.

  As a good faith gesture, we have agreed to add additional panels at no cost to the homeowner. We have explained that, moving forward, it is essential for the homeowner to keep the surrounding trees properly maintained to ensure the system performs as intended.

  Please let us know if you have any questions.

• Initial Complaint

  Date:02/26/2025

  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.

  This issue has been ongoing with Solarbear, the sales *** presented this company to me as a very ***utable company but the issues I have had since my panels were installed is still not fixed and I will forever regret getting panels from solar bear. I have called numerous times and still nothing has been done. I was promised that the issue will be looked at but nothing has been done. 13 months of owing these panels and its been a money pit. My bills with **** is still very high despite having panels installed. Am still paying high TECO bills coupled with paying my solar panels. Its sad that this should be allowed to continue. I regret not checking reviews. I just want my issues resolved, and my panels checked. I installed solar panels to save money but reverse is the case.

  Business Response

  Date: 04/29/2025

  We went out to the customer's home. The system is fully functional and operational at 100%. The customer's usage has gone up. The ********************** system is producing more than it is guaranteed to produce in the contract. I have attached a copy of the contract and the energy production report. 

• Initial Complaint

  Date:02/14/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Solar Bear installed my Solar system and 2 Tesla Powerwalls in 2021. I've had a lot of issues with them. It takes constant pestering to get them to come fix anything. I have an issue that when off the grid the solar stops charging my powerwalls. Living in ** and going through Hurricanes my power has been off quite a bit. First they came out and said my system was too large for all the panels to charge the powerwalls. They removed one string from that charging the powerwall. Well the next hurricane a year later I had the same issue 3 days into a power outage. Trouble shot with ***** and the inverter manufacturer (enphase) and discovered that there is an issue with the Tesla Bridge not sending enough power to the micro inverters for them to work. At the sametime Tesla told me that 1 of my powerwalls ins't responding and that solar bear had but in a ticket about over a year ago. Solar Bear never told me one of my powerwalls wasn't working nor did they reach back out to ***** in a year. This is now Nov of 2024. Solar bear keeps telling ***** they will reach out to me and swap the power wall as well as fix the issue and even ordered the powerwall. They have not reached out to me. I have managed to get ahold of them one time in Jan of 2025. **** (the office manager) said they would reach out the next week to schedule. Many weeks have come and gone. I have all emails and communication from ************* stating Solar Bear telling them they would reach out. I swear Solar bear has my wife's and I number on ignore because they don't answer. I also shouldn't have to ****** them for them to fix an issue they have known about for well over a year.

  Business Response

  Date: 02/25/2025

  Hi *******, I want to make sure you are calling the correct number *************). I Checked our records and do not see any missed calls from your account. We have ordered the new Power wall and are awaiting its arrival. As soon as it comes in, we will reach out, and schedule the warranty exchange. 

  Customer Answer

  Date: 03/31/2025

   
  Complaint: 22942555
  
  I am rejecting this response because:

  I know I'm calling the correct number.  ****, the office manager, had me call her direct line. Attached are the call logs from my phone. I also called a few times from my work phone as well.

   

  After they received my BBB complaint **** did reach out to me on 18 Feb I believe.  She said they had ordered a new powerwall and it should be in later that week and they would schedule.  They were looking at Mid March. I was okay with that and gave them time to work on it.  I called back 18 March and was told the powerwall arrived and it would be scheduled for 26 or 27 March.  On monday 25 March I called a few times as did my wife.  My wife finally got to talk to someone (not ****) who said the schedule for the week wasn't made yet and we would get a call back when it was.  Seems strange that on monday they don't know what they are doing that week.  My wife called again on Wednesday the 26th and was told it was scheduled for the 27th.  They didn't know what time they would be there.  Someone has to be home for them to work as our powerwalls are in the garage.  We also live 3 hours away from the office in ************ so coming out takes time.  My wife was told they would call with an ETA when they are on the way.  My wife said she would make it work and be there.  At 544pm on Wednesday 26 March my wife received a text from ************ which is ****** direct line that stated " Hi **************** in Solar Bear. Your tentative installation date of March 27th has been rescheduled. We will notify with your rescheduled date as soon as possible."  My wife responded with "why is this?" and got no response.  The screen shot of her text message is attached.   After numerous attempts to reach them on 27 March I was finally able to talk to someone.  I do not remember her name but I asked for **** and was told she was in a meeting with Blake about my issue and will call back in 10 min.  That 10 min turned into over 30 but **** did call me back.  At this point she told me that they just got approval to buy a new powerwall and she isn't sure how long it will take to be delivered.  Wait a minute.  Her initial response to the complaint was they ordered a new powerwall.  I've been told this since Jan 14 2025.  I asked her about this and she said they had been trying to get my current one RMA'd and have been unable to and now they are ordering a new one.  So we are now back at square one.  They hid this issue from me to begin with back in 2023.  I found it because they never fixed my other issue of the solar not generating while power is out and I was troubleshooting with Tesla customer service and Enphase customer service in 2024.  All those emails were attached to my original complaint. I notified Solar Bear Oct of 2024 when I found out.  They do not seem to want to fix their mistakes.  ************ was great until the solar panels were installed.  After that their customer service has been horrible. Now we wait.  **** is supposed to CC on emails about my new Tesla Powerwall that she said would be shipped to my house instead of to them.  Again I'm paying for something that I do not have. Solar and Powerwall is not just about saving on electricity but also peace of mind that we will have some power during outages.  Hurricane season is fast approaching and I would like all work to be completed well in advance.  It has been since Oct 2023 that they discovered the bad Powerwall and did nothing. We have been told so many things by this company that have turned out to be untrue.

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

  Business Response

  Date: 04/15/2025

  These are being scheduled for install in the next two weeks. 

   

   

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 22942555
  
  I am rejecting this response because:

  I received Solar Bear's response on 15 Apr.  According to Solar Bear last message this should be resolved within 2 weeks, that would be 29 Apr.  On 22 Apr tesla powerwall customer support stated ********************** ordered an RMA and that was confirmed by the Tesla account manager.  That email is attached.  Also on 23 Apr **** responded to my email asking for an update stating they have submitted the purchase order and that the ball is rolling.  That is good news however I bet they miss that install in 2 weeks response that was received on 15 Apr. I'm not letting this case close until my system is fully up and running to include the Tesla bridge issue diagnosed by enphase and Tesla.  I have sent those emails to Solar Bear twice and get nothing but crickets when i ask about it.  This is getting ridiculous. It may be time to get an attorney/news involved. 

  I have attached more emails: One that shows approval to buy a powerwall for my address on 4 Feb and another that shows the power wall they got for my house was installed at another location.  I can't be sure that won't happen again.  I will not let this complaint close until all my issues are resolved. Remember, I found out this issue while troubleshooting another issue with the help of Tesla and Enphase over the phone.  I have forwarded those emails twice to Solar Bear.  According to Enphase the Tesla bridge stops sending the appropriate power to the micro inverters/panels for them to generate when off grid for an extended period of time.
  I understand things happen, but if a company knows they messed up and installed a unit elsewhere the least they can do is own up to it, not try to hide it.  
  

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

  Customer Answer

  Date: 06/03/2025

  All,

   

  No the project isn't complete.  As you can see from the emails attached, Tesla has a Powerwall 2 unit ready to ship and is waiting on Solar Bear to pay the invoice.  They also have not gotten with me about the not charging during an extended power outage.

• Initial Complaint

  Date:01/13/2025

  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.

  There installer flooded my house.did not lock up home when leaving the home. Also did not call me like instructed to do so before leaving. This was a brand new house never lived in. He called for code to enter home. Water was just turned on from utility company just before solar bear arrived. They completed a leak test and there was no water running during the test. Some time between solar bear arriving and leaving my two master bathroom sinks got turned on and sinks drain was not all the way up. Flooded my whole home by not turning water off. Company claims faulty drain or kids went inside to mess with home. Either way Solar bear was the only ones with door code it was a completely empty home brand new. Solar bear didnt call to ask how to lock up. Owner Blake agreed to pay a deductible and went back on his word. This is not a professional company. The install went fine. Communication was horrible. Sales *** was great on selling the company. But overall they dont make there wrongs right. Still have not come out to clean panels like they said they would.

  Business Response

  Date: 01/13/2025

  This is not true. The Customers water was shut off to the house from the city. The same day we were doing the install, the city came out and turned the water on. Our installers were never in his bedroom. They were on the roof, and in the attic. Who ever was at the house last had the faucet in the bathroom in the on position, which caused the sink to over flow onto the floor when the city turned on the water. We had no idea about the water running because we were never in his bedroom. There would be no reason to be in his bedroom where the master bathroom is. Lastly, I spoke directly to this customer after this happened, and he admitted that there is no way to know what happened. It's an unfortunate situation, but Solar bear had nothing to do with his water being off, then being turned on by the city causing his bathroom sink to overflow. 

• Initial Complaint

  Date:12/16/2024

  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.

  Our *****kW system was installed by SolarBear in March 2023. Almost immediately 11 of 33 panels stopped working. After many calls, a repair crew was sent in late July 2023. They were able to get all 33 panels working until April 2024 when 11 of 33 panels stopped working again. An electrician was sent out on May 22, 2024 and replaced a breaker. One month later on June 21, 2024, 11 panels stopped working again. An electrician was sent out again on July 23, 2024 and said there was an issue with the wiring and advised against using the system due to the breaker buzzing when touched. Since that time, we have called Solarbear more than 8 times and they have not responded to us a single time. Roughly one third of my calls resulted in a discussion with the person who handles our account informing me they will call the electrician to schedule. No one, Solarbear or otherwise, has called/faxed/email/mailed us since early August. In fact, they screen our calls so we can leave a voicemail that is then ignored. Since that time our panels have been off and we're stuck paying an expensive electric bill and an expensive solar loan.

  Business Response

  Date: 01/06/2025

  We are scheduling our service team to go out to the site to troubleshoot what is going on. We will update and coordinate with the customer a date that works for them. 

   

   

  Customer Answer

  Date: 01/12/2025

   
  Complaint: 22690292
  
  I am rejecting this response because:  We were contacted by the business on December 20th and told they would be in contact after the holidays to schedule a crew to repair our system.  It is now the 12th of January and we have not heard back.  Our system is still offline and not generating power, and we are paying 100% electric bills and 100% of our solar cost.  
  
  Sincerely,
  
  **** ********

  Business Response

  Date: 01/28/2025

  We were out on 1/22/25 and completed a warranty change out of the Envoy communication box. The system is now on a functioning properly.

• Initial Complaint

  Date:11/19/2024

  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.

  After multiple and ongoing attempts to get Solar Bear to respond since August I have no idea what to do. They have sent a team out multiple times in the past 1 1/2 year since I bought this house to fix leaks that are cause by their solar array brackets that are not attached to my roof or sealed correctly. Each time the office people make promises but the crew boss and crew at non communicative and when they showed up have obviously not fixed the entire problem as my ceiling has yet another big brown spot on it under the solar bracket. I want them to schedule a time and date with me to get the leaks fixed or pay me the $400-$500 it would cost hire me to hire somebody else to fix it.

  Business Response

  Date: 01/06/2025

  Our Director of roofing will be going out personally to the customers home. He will reach out this week to coordinate with the customer a time that works best for him. 

  Customer Answer

  Date: 01/06/2025

   
  Better Business Bureau:
  
  The company finally contacted me Dec 20th and did the repair work Dec 23rd.  It has not rained since the work was completed so I do not know yet if I am satisfied.  The crew left the house without telling me they were done or having me inspect their work.  I thought this was rude and non professional.  They seemed to have chip on their shoulder for even having to be there.

  All this said, I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution mostly satisfactory to me.
  

  Thank you for your help.

  
  Sincerely,
  
  *** ****

• Initial Complaint

  Date:11/18/2024

  Type:Delivery 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.

  We still have not received our new air conditioner and heat pump. This is the 3rd weekend in a row we had an appointment and no one showed up to install. We received no call.

  Business Response

  Date: 12/03/2024

  We got the install completed, There is one thing left to complete which is to install the heat pump. 

  Customer Answer

  Date: 12/03/2024

   
  Complaint: 22566332
  
  I am rejecting this response because: The wrong unit was installed and now we are waiting for AirBear to replace it with the correct unit.  It has been getting down into the 40s at night and we have NO heat. We are also waiting for our attic access.
  
  Sincerely,
  
  ******** *******

  Business Response

  Date: 12/19/2024

  The correct Heat Pump has now been installed. Please let us know if you need anything else. 

• Initial Complaint

  Date:11/14/2024

  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 the summer of 2021 we purchased solar panels from a company that went out of business. We financed through ********. In september of 2021 the company installed the panels and asvised to await an inspection. We were advised that the company went out of business. After two years of going back and forth with GoodLeap they contracted solar bear in 2023 to finish the install. Solar Bear finally showed up in the summer of 2024 and corrected the install and advised to await an inspection. ******** has pressured me to continue payment. And I have had solar panels that are not connected for 3 years. It's unbelievable. I'm tired of the finger pointing between FPL and Solar Bear. I just want accountability and results as no one from solar bear picks up the phone or returns phone calls. I feel like because I did not initially purchase the panels from solar bear I am casted out as not a priority. Please help.

  Business Response

  Date: 12/03/2024

  We did not install your panels. The company you went with installed the faulty system. We have been doing our best to correct their errors. But leaving us a BBB complaint is strange being that we are the ones trying to correct THEIR issue. We are not paid for these services to your home. It's been completely free. We are extremely sorry that the company you went with for your solar install went out of business. We will continue to work on your solar system, but we are not the ones at fault. 

• Initial Complaint

  Date:11/13/2024

  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.

  The installation was performed in June of 2024. We were told we needed to wait a year before we can have a Solar Audit. I have contacted ***** Inlay and **** ********* at Solar Bear to let them know that what they promised of solar saving was not happening back in January 2024. **** told me to "Trust the Process" and wait until June. We paid $37,125 for the Solar panels and installation. When I started contacting ***** in June she asked that I send her our KUA bills. I sent what she requested and was told she will get with **** to start my Audit. I did not hear from anyone. We were told that when an Audit was done everything would be corrected if what was promised was not done. We even had an extra Solar Panel installed to cover our swimming pool, which ***** said we really did not need because we had more then enough to cover all of our energy consumption needs and will see a surplus. We have never seen a surplus. We are currently spending around $200 in KUA bills alone as well as $200 a month on Solar panel payments to *****. They have ignored all of our correspondence and will not help us at all. I recently contacted ******** ***** and she put me on hold spoke with **** and told me she would call be back with a result. That was 2 weeks ago and is no ignoring my emails as well. We just want them to deliver what was promised. If not pay off our Panels and we will live with the consequence of repairing our roof. This is not fair. We really trusted this company.

  Business Response

  Date: 12/03/2024

  We are actively working to resolve the customers issues on site. Someone will be contacting him no later than tomorrow. 

  Customer Answer

  Date: 12/08/2024

   
  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

  Date:11/13/2024

  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.

  The problem is with our solar system, installed in 2020 by Solar Bear **** Solar Bear office is located in the **********/***** area. On July 11, 2024 the system stopped functioning (did not produce any solar energy). A ******* came out and said that the inverter, that was still under warranty, was defective, and a new one needed to be ordered. He said he would order it and it may take a week or so. That was almost 5 months ago. Repeated calls to Solar Bear have not solved the problem. Most calls and messages go unanswered. If someone actually answers the phone they say that the inverter was ordered and it would arrive at the "end of the week." More than 20 weeks have gone by, and still no inverter. I have requested callbacks from managers. There are no callbacks. All communication is ignored. Meanwhile we continue to pay almost $200. per month to ****************** for the solar panels that are not working. We are also paying FPL $200. per month for electricity because our system is not functioning at all. That is $400. per month.We want an inverter that is new and functional at no cost to us, including free labor for installation. We are also asking for $1000.00 in restitution for the cost of electricity from *** which we have incurred over the 5 months. I have a graph and data on the app showing the month the system stopped and the ensuing months of no solar energy. How can a company be unwilling/unable to stand behind their product and continue to lie to a customer? We have been treated so poorly.

  Business Response

  Date: 12/18/2024

  We were out on Monday this week to service the system. We warrantied the part, and are awaiting delivery. Once the part comes in, we will be out to replace it.