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: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. 

• Initial Complaint

  Date:10/22/2024

  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.

  I have been waiting since 7/2/24 for electrical work to be completed for a solar panel project. On 7/8/24 I contacted the company letting them know that I was without power in certain areas of my property after they had installed a new breaker box. On 8/16/24 the electrician came back out along with a city inspector which failed the inspection due to breaker box install not being up to code. I have since been trying to get into contact with Solar Bear to try to get the project completed. On 9/13/24 I was told someone would be to my house on Monday 9/16/24, no one showed that day and when I called I was told " the building department canceled it and that I would be updated." This month I was told someone would be out to finish the project by the end of the first week of October. I have since been calling daily due to no one showing to complete the job. I have left messages daily with the receptionist as well as the sales manager ****, the past two weeks the office has completely stopped answering my calls and sends me straight to voicemail. The loan company is also unaware of the project not being complete. To my understanding I was not supposed to start payment on the project until the panels were working to weed out fraudulent solar panel projects. I have since been paying the monthly payments of the loan since September. I want this project completed fully and in working order or I want the panels removed from my property and the loan to be dissolved and out of my name due to the solar panels not working. The loan is roughly $35,000.00 to which I was told after state and federal tax incentives I would be out of pocket $10,000.00. I have since learned that I can only file and receive said tax credits if the system is operational. As it stands I have a $35,000.00 yard decoration and no contact with the company for the problem to be resolved.

  Business Response

  Date: 11/19/2024

  We have the final electrical work being done next week. We had to file a revision on the permit because of some existing electrical issues. We will have it to the finish line next week.

   

• Initial Complaint

  Date:10/15/2024

  Type:Order 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 purchased a solar system from Solar Bear a while back. We were told by the salesman that our system was configured to replace our monthly power bill. In a little over 2 years, it has only done so maybe 6 times. We have continued to pay in excess of $200 in montly power charges in addition to the monthly loan payment. When I placed a negative ****** review, ****** Blake, the owner of Solar Bear, contacted me and said he would like to make me a "happy customer" but I needed to take the review down first. I did as he asked hoping he would work with me. Now, he won't answer my calls to his "personal cell number", won't return voicemails or text messages. When I attempted to re-post my review, ****** had a difficulty posted my review. I had to use my wife's ****** profile to re-post my review. They also never told me that I had to maintain a $1M liability policy in order to maintain my solar credits with the power company. I have done that also at the additional cost of $900 per year. The loan company, ******** offered to assist with Solar Bear and they have done nothing for us either. I simply want the system removed from our home, the account with ******** satisfied and let me just pay my power bill as if we never did business with Solar Bear.

  Business Response

  Date: 11/12/2024

  We are working with the customer to resolve his production issues. The energy audit shows there is shading on the panels. We have a technician going out on Thursday to get eyeballs on what could be causing the shade. 

• Initial Complaint

  Date:09/12/2024

  Type:Order 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 was sold 24 solar panels.the salesman said I would not pay for electric bill again.that sometimes the electric company would be paying **** called them and complain that I have Never not paid an electric bill and just lately I have been paying almost 200. For July and August plus the loan for the panels.please inform seniors this is a scam.i now have a very high loan on something that has never proforma half of what they said would happen and there blaming on a tree that is not shadowing notjing.

  Business Response

  Date: 10/28/2024

  Here is a copy of the customer's contract and their production report for the last year. She is producing as should. She has had the system since 2020. The cost of power has gone up significantly since then. So the small amount of energy she is still using in the summer, costs more than she is used to. 

• Initial Complaint

  Date:08/02/2024

  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.

  3 years ago I bought a 52 panel solar system from Solar Bear and I am unable for them to make sure the system is working correctly and to clean the panels, Im questioning the system working correctly because my electric bill which is usually $25 a month for the system to be hooked to the electric company is now $176 a month

  Business Response

  Date: 08/12/2024

  We have had a very hot summer this year. Record highs in every month. This is causing electric usage to go up. The solar is built to produce the same amount of energy as they previously used in the prior year to getting soar. This means, you will have months of over production, months of breaking even, and months of under production. The over production months make up for the under production months at the end of each year. I pulled an energy audit on the customers monitoring app, and I am attaching it here. We are seeing no change in energy production, meaning that he is just using more energy than last year. 

  Customer Answer

  Date: 08/12/2024

   
  Complaint: 22078834
  
  I am rejecting this response because:
  My main problem is solar bear in ability to return call and texts about the problem and about cleaning the panels. I finally received a call from them Friday and am waiting for them to get back to me which knowing them isnt going to happen for a month if ever
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/24/2024

  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.

  When we bought solar panels from them, the sales person told us that the first removal of solar panels was free with the subsequent one being $1500. We recently needed to replace our roof and they quoted us $200 per panel. This came out to be Around $7000. We spoke to ******** with the office a couple of weeks ago And she told us that they could bring it down to $3000. We called today to schedule the removal of the solar panels, so the roofers can replace the roof and they told us that ******** no longer work there and that they would not honor the agreement. This is the second agreement that this company has backtracked on. We would like this to be resolved through Mediation With a Better Business Bureau rather than litigation.

  Customer Answer

  Date: 07/25/2024

  There is no email correspondence from ********. 

  Customer Answer

  Date: 07/26/2024

   
  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:07/24/2024

  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.

  System cant keep up like was promised. Spoke to a *** a while back who said they would try to add more panels to help keep up. Never heard back from them ever again.

  Customer Answer

  Date: 07/24/2024

  Evaluate system to see if more panels can be added to offset usage as promised 

  Business Response

  Date: 07/25/2024

  The System is producing daily. We will schedule a site visit to run a voltage test. I have attached the customers production report for the last 12 months. 

  Customer Answer

  Date: 07/26/2024

   
  Complaint: 22033445
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  please provide date and potential time frame for system evaluation. 

  Customer Answer

  Date: 08/08/2024

  Hello I did receive a call from solar bear last Monday 7/29. They stated that they would have someone that sets up scheduling call me for a date and time to evaluate system. As of today I havent got any further updates since then. 

  Business Response

  Date: 08/27/2024

  We went out, and the system is working properly. There was nothing to be serviced. I have attached the customers annual production report. 

  Customer Answer

  Date: 08/27/2024

   
  Complaint: 22033445
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

   

  when did you guys come ? Never got a call about anyone coming at a certain time of day?  Never seen anyone from solar bear come or was informed about anyone coming. If someone came by please provide date and time. I wasnt aware of any of this.

• Initial Complaint

  Date:07/22/2024

  Type:Product 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 received solar from Solar Bear and signed my contract December 14th. During the sales process, the salesmen said I would receive $26,000 cash back from the solar deal. For the next 4 months I waited and waited and waited for my money that was promised. When I reached back out to the salesman, he mentioned he left the company and referred me to the owner whose name is Blake. Blake apologized for the misunderstanding and said he would make it right and send me 13 installments through Zelle for $2,000 every Friday. Blake has sent me one installment on May 7th and one on June 7th. Since then all communication has stopped and he has been declining and not responding to my messages even though I said him multiple messages daily. This is a direct violation of 29 US Code 1109 which explains the liability for breach of fiduciary duties. I've made attempts through the finance company named Goodleap in hopes that they can help me resolve this issue and get me the money that was promised or I want me loan zeroed out as it is not greatly impacting my credit score.

  Business Response

  Date: 08/27/2024

  The challenge here is that the customer states there was 26k added to the loan so that he could get that cash back. There was never 26k put into the loan. So out of good faith, we are paying the customer that money, even though it was not in the contract. 

• Initial Complaint

  Date:07/01/2024

  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.

  I am writing to bring to your attention a series of unacceptable incidents and communication breakdowns with Solar Bear. Despite *****'s excellent presentation, the subsequent events have been disappointing.1. HOA approval and project delays: I was misled about the submission of solar panel documents to the **** The project was delayed, and I incurred unnecessary expenses of me traveling back to ******* to be home. 2. Exit survey: The scheduled appointment was missed, and I was left waiting. The representative was no longer with Solar Bear, and I was not informed. As per employee I had to know the guy was fired and no longer working. 3. Failed appointments: Your team missed more than two scheduled appointments, disregarding my explicit communication about my availability and arrangements.I expect a higher level of professionalism, respect for customers' time, and effective communication. I request immediate attention to these issues and a resolution to the spray foam installation, which I question due to the technician's inexperience as per employees comments of the guy not knowing anything about spray foam. Please address these concerns and provide a plan to prevent such incidents in the future. Feel racially profiled. ***** to take the loan money and giving me a hard time to finish the project.

  Business Response

  Date: 07/01/2024

  We apologize you had a bad experience. We did let go of your original project manager 3 days after she was assigned to you. Then you were assigned to ******** who took care of the the **** We then scheduled your foam for a Saturday install at your request, and then you canceled it because you were not feeling well. We have completed 95% Of the foam install, and are currently working with you, to get the last section completed. 

• Initial Complaint

  Date:06/28/2024

  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.

  I am under contract with Solar Bear for panels installed. I reached out to the owner of Solar Bear since 6/4. A response received 6/7 that I would be contacted. I have emailed a total of 4 times and as of today, I still have not been contacted. Is this how customers are treated once installation has been completed? Is there no communication after that? Not good customer service at all.

  Business Response

  Date: 07/01/2024

  We are now working with this customer to get her additional panels because she bought an electric and her usage spiked significantly. 

  Customer Answer

  Date: 07/09/2024

   
  Complaint: 21915477
  
  I am rejecting this response because:

  I was contacted only because I submitted through the BBB to get a response from Solar Bear who asked me to send my history of electric bills which I did on 7/1 and as of 7/9, I have heard nothing so I can see where this is going. I will probably receive a take it or leave it response if any. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/27/2024

  All of the work has been completed. 

  Customer Answer

  Date: 08/27/2024

   
  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,
  
  ***********************