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:12/09/2024

  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 house flooded with Hurricane ******. Advantage Roofing came and removed the drywall and did the flood cut. They stated that they would be working with our insurance company for payment and would not provide an invoice. Flood insurance does not work that way and only work with the homeowner. We finally received an invoice and they added several items to it that they did not perform. The most expensive being the water extraction and remediation. We hired Serv Pro for that part of the process. We notified them of the errors on the invoice and they did acknowledge the error and said they would be getting us another invoice. The new invoice came today and they juggled the numbers around a bit and did come down a bit in price but they still are including the water extraction and remediation as well as a few other smaller items that they did not do. In the process, the also use our shop vac for cleanup, ruined the filter, took off with a few tools that we had to stay on top of to get back and scratched our range hood in the kitchen which we were not going to get rid of.

  

  Business Response

  Date: 12/11/2024

  Thank you for bringing these concerns to our attention. We sincerely apologize for any inconvenience or frustration caused during this process and truly value the opportunity to address your feedback.
  Regarding the invoice discrepancies, we acknowledge the oversight in including charges for water extraction and remediation, as this was not part of our scope of work. We had reviewed the matter thoroughly and removed these charges. And we had sent you revised invoice. Additionally (according to your last email) we will revise the invoice to remove the charges for door slab detachment, refrigerator detachment, and garbage disposal removal. A revised invoice will be sent to you shortly for your review.
  Your satisfaction is important to us, and we are committed to resolving this matter to your satisfaction. If you have additional questions or concerns, please do not hesitate to reach out directly.
  Thank you for your patience and understanding as we work to address these issues. 

  
  
  
  

• Initial Complaint

  Date:10/31/2024

  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 a Solar Inverter that is not working, I have an extended warranty stating that any and all repairs/replacement is covered. Solar Advantage and Advantage Roofing refuse to fix the solar inverter.

  

  Business Response

  Date: 10/31/2024

  We are committed to ensuring that any necessary repairs or replacements are handled appropriately and fairly. To address Mr. **** concerns regarding the recent issues with the solar system, we would like to provide a summary of our findings and next steps.
  We installed your solar system in 2018, and in October 2024, after Hurricane ******, Mr. **** reached out to us to inspect the system. Our service technician visited his property on October 28th and found that the *** inverter required replacement. We promptly initiated the *** process with ***; however, they declined the warranty claim.
  After thoroughly reviewing the situation and consulting with our technical team, we have assessed that the issue is related to water intrusion, potentially due to recent heavy rain or sprinkler exposure. Unfortunately,  we are unable to influence ***'s decision regarding the warranty.
  We want to help to Mr. **** and have provided options for repair.
  

  Customer Answer

  Date: 11/01/2024

   
  Complaint: 22496552
  
  I am rejecting this response because

  This issue just didn't start when hurricane ****** hit.  This has been an on going issue.  We have had solar since 2018 that is the only correct statement that was made. When our system was installed Solar Advantage didn't install the monitoring system that connects to our wifi.  We didn't even now this until last week 6 years after installation when the service technician asked us about it.  We only realized we had an issue with our panels when our electric bills started sky rocketing.  When we purchased the system we also paid extra to have outlets installed so when we lose power we can utilize the solar panels instead of a generator. These outlets have never worked. Solar Advantage sent a company (Sempower) to repair this.  After hurricane ****** we lost power and attempted to use these outlets, again they did not work. After our complaints they sent another tech out, after he inspected the inverter he explained that it is almost impossible for water to get into these inverters. The only time these inverters were opened was when Sempower opened them and their tech **** opened it.  He further stated it might have not been sealed back correctly because that is the only way water could get in there, he also said that the conduit running into the box was lose and not tightened down correctly. All of this leads us to believe that these inverters were not installed correctly, or after Sempower worked on them they did not properly seal the inverter back up. i spoke to *** directly about the warranty and they claim it's a grounding issue from poor installation or poor wiring not water intrusion. I've had another Solar company inspect this and they say there is no way water got in there unless it was installed incorrectly or it wasn't sealed back correctly. Solar Advantage needs to repair or replace this.

  
  
  **** ****

  

  Business Response

  Date: 11/01/2024

  We take the feedback seriously and have thoroughly reviewed the details surrounding your installation, including the work performed during the most recent service visits.
  As part of our review:
  Service History Examination: We closely examined the service records, particularly the recent work performed by Sempower. Please note that Solar Advantage cannot be held responsible for any work or services completed by ********, as they operate independently.
  Next Steps and Options Provided: Based on our findings, weve provided options and recommendations to help resolve the issues. Please review these options, and let us know if theres any clarification or additional assistance we can offer.
  We are here to help and want to ensure that any outstanding issues are addressed as best as possible. If theres additional information or documentation youd like us to consider, please feel free to share it with us.

  Customer Answer

  Date: 11/01/2024

   
  Complaint: 22496552
  
  I am rejecting this response because:

  Sempower was hired by Solar Advantage to perform work on our system, we didn't hire Sempower or pay them for services.  This is a contractor for Solar Advantage, Solar Advantage is responsible for their work and is liable for the work they performed on our system. Am I to assume that if Sempower destroyed my Solar panels while performing service to them it would be on the home owner to pay for that? This explanation makes no sense.  I'm being told two different things happened, Solar Advantage says it's water intrusion, SMA says it's a grounding issue, what am I to believe? I feel now that both companies are saying whatever the want as long as it doesn't fall under the warranty protection. 
  
  Sincerely,
  
  **** ****

  

  Business Response

  Date: 11/04/2024

  We take the feedback seriously and have thoroughly reviewed the details surrounding your installation, including the work performed during the most recent service visits.
  As part of our review:

  We have send service technician: *********** technician visited his property on October 28th and found that the *** inverter required replacement. We promptly initiated the *** process with ***; however, they declined the warranty claim. We are unable to influence ***'s decision regarding the warranty.

  Service History Examination: We closely examined the service records, particularly the recent work performed by Sempower. Please note that Solar Advantage cannot be held responsible for any work or services completed by ********, as they operate independently.

  Next Steps and Options Provided: Based on our findings, weve provided options and recommendations to help resolve the issues. We recommend to Mr. **** to review these options, and let us know which option he would perefer. 
  We are here to help and want to ensure that any outstanding issues are addressed as best as possible. 

  
  

  Customer Answer

  Date: 11/05/2024

   
  Complaint: 22496552
  
  I am rejecting this response because:

  Solar Advantage sent Sempower to my house to do work for Solar Advantage.  Again I didn't hire them, I didn't pay them.  Solar Advantage paid them and hired them, Solar Advantage is responsible for everything Sempower did to my Inverters. 

  Solar Advantage is not trying to fix this situation, the won't answer when I call, they don't respond to my emails, they are supposed to be sending a tech over to finally place a monitoring system in my house so we can monitor the performance of our system. i've sent 2 emails and have gotten no response, I've call numerous times no one answers. So their claims that they are giving me options and trying to help are FALSE. You can't help me if you won't respond to me or speak to me.
  
  Sincerely,
  
  **** ****

  

  Business Response

  Date: 11/08/2024

  Firstly, we installed Mr. ****** SMA system in March 2019 and passed all required county inspections at that time (please see the attached inspection results).

  Secondly, we provide a two-year labor warranty to each customer. Upon reviewing the contract and related documents (see the attached contract), we have confirmed that the labor warranty with us expired in March 2021. But Mr. **** still has a manufacturer warranty.

  Thirdly, we recommend working with ********** If any payments were made to ********* on behalf of our company, it would have been an effort to assist customer, though we have not found proof of this in our records.

  Additionally, please note that remote system monitoring is an optional service we offer but is not required. Upon reviewing the contract and related documents (see attached), we have confirmed that Mr. **** did not purchase this optional remote monitoring system. If customer would like to have the monitoring system installed now, we would be happy to assist.

  Our assessment suggests that the issue may be related to water intrusion, potentially from recent heavy rain or sprinkler exposure. Unfortunately, we have no influence over **** decision regarding the manufacturers warranty coverage. We have done our best to diagnose the problem and have provided recommendations for alternative providers who may offer more reliable warranty options.

  Customer Answer

  Date: 11/10/2024

   
  Complaint: 22496552
  
  I am rejecting this response because:
  Again, we didn't hire or pay Sempower to work on our Solar equipment, they worked on our equipment because of you hiring them. ******** opened both inverters and rewired the new outlets, they left us no paper work and said that Solar Advantage had taken care of the payment. Since then the system has not worked properly, Solar Advantage is responsible for Sempower since they hired them.  The tech you recently sent to us (****) told us that he would have a hard time believing water got in there from a sprinkler or the storm, he said those are built to not get water in them and the only way water got in there is if they were installed incorrectly or who ever worked on them last did not seal/close the inverter back properly, he even showed me where the conduit running into the damaged inverter was not screwed down and said water could have gotten in there from the loose conduit. **** further stated that the way they wired back the new outlets was done improperly because the wiring was sitting on the bottom of the inverter box, while trying to fix the inverter he even showed me how he zip tied the wires up so it wouldn't be on the bottom of the inverter.  **** also pointed out to me how the damaged inverter had rust everywhere inside of the inverter, that's when he said this definitely wasn't sealed back correctly.  I have several pictures of the damage. **** did say this should definitely be covered by Solar Advantage but that ****** the owner is cheap and probably will say it's not covered, which is exactly what is happening here.  They have hired a company that has damage our equipment and now they are pointing fingers and playing the blame game.  They say it's SMA's fault for not replacing the inverter because of water intrusion, and SMA says it's because of a grounding issue. Mean while I have an extended warranty that no one is honoring?? Even the tech they hired stated it should be covered?
  Sincerely
  **** ****

• Initial Complaint

  Date:03/10/2023

  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.

  Can't get anyone on the phone to service a faulty SolarEdge they installed in 2019. ******** Residence. Site ID: *****. Both inverters are dead and after calling SolarEdge they say they've lost communication with inverters. Power bill has spiked. Solar Advantage is impossible to reach to ask about this problem. Please message me so we can work this out.

  

  Business Response

  Date: 03/30/2023

  Upon review of your system, we have determined that ********************** beyond his two-year free labor warranty period from our company as part of the installation work we performed for previous owner. He may have manufacturers equipment warranties still in effect on his modules or inverter(s). . Also, we do not find him in solar system monitoring program, it means, that probably the previous owner changed the company which monitors the system, I mean he removed the Solar Advantage; therefore, we could not check the solar system. We have sent him email with options that available for him