ComplaintsforEnergy Solutions Direct

• Initial Complaint

  03/27/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I originally contracted Energy Solutions Direct located in *****, ******* in December 2022. To this date (3/27/2024) my solar system is NOT fully operational. I have been paying the finance company AND FPL for the past 5 months. ESD has failed numerous inspections for reasons like "not having the proper documentation in the permit packet" and not having the proper ladder onsite. The communication from ESD for most of the project has been extremely poor. I would not recommend using this contractor unless you enjoy torture. They are incompetent, and I regret hiring them.

  

  Business response

  03/28/2024

  We deeply regret any inconvenience and frustration you've faced during the installation of your solar system. Communication has been a priority for ** throughout this project, but we acknowledge the challenges with building department inspections that have caused delays.
  Despite these setbacks, we're pleased to inform you that the electrical portion of the project has successfully passed inspection, enabling us to proceed with net metering. We understand the financial strain these delays may have caused, and we're committed to refunding any loan payments made during this period.
  We remain fully dedicated to resolving all outstanding issues promptly. Your satisfaction remains our top priority. Please feel free to reach out to us if you have any further concerns or questions.

• Initial Complaint

  02/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ESD solar installed a solar system on the roof of ********** a while back when doing so they're stud bolts missed some studs so it caused a leak in the plywood underneath the shingles we contacted the company they sent out a roofing specialist it was determined that the leak was caused by not caulking the stud bolts and missing the studs we asked if they would correct the problem and they are telling us they will not have any responsibility because of the age of my roof which they installed the panels on the roof was not leaking beforehand it is leaking now and has been for some time now causing the plywood to rot and they're basically telling us they will not honor the 10-year workmanship warranty

  

  Business response

  02/27/2024

  We acknowledge the homeowner's concerns regarding the solar system installation. Our roofing specialist evaluated the reported leak, and while challenges arose due to the age and condition of the roof, we are actively engaged in finding a resolution. We are committed to working collaboratively with the customer to address the identified issues. Despite the complexities, we aim to honor our commitment to customer satisfaction and resolve the matter amicably. Thank you for the opportunity to address and resolve this matter.

  Customer response

  03/06/2024

   
  Complaint: 21332144
  
  I am rejecting this response because: They are wanting to charge us to remove the system and replace our roof then reinstall system which is about ***** dollars on our part. 
  
  Sincerely,
  
  *************************

  

  Business response

  03/12/2024

  We genuinely empathize with the frustration you've experienced.
  Recognizing the significant cost involved, we want to clarify that the pricing for system removal, roof replacement, and solar panel reinstallation covers only essential materials to maintain your warranty. Unfortunately, due to potential damage during uninstallation, certain mounting and flashing materials cannot be reused. The mounting and flashing materials are likely to get damaged, making it impossible to reinstall them.
  While we acknowledge that the pricing may exceed your expectations, we want to highlight that you are only being charged for the new materials essential for the reinstallation. We have even applied a discount to these materials to help offset the repair costs related to the small leak identified.
  Regrettably, we cannot take responsibility for the current condition of your roof. We understand this situation is challenging, and we remain committed to working towards a resolution that meets your needs.
  Please let us know if you have any further concerns or if there are alternative solutions we can explore. We appreciate your patience and understanding.

• Initial Complaint

  01/17/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The installation of solar panels at my residence, contracted with ESD in November 2022, faced delays due to city inspections. During this period, ESD assured me of reimbursement for my monthly payments towards the solar panels, but I have not received any reimbursement to date.In July 2023, a city worker inspected the installation by ESD and deemed it a fire hazard, resulting in the power being shut off during a particularly hot period in Central *****. At that time, I had a one-month-old baby at home. ESD did provide a hotel room during the power outage.Unable to contact ESD during the outage, I hired a Master Electrician to restore power. He found several installation failures causing the fire hazard and brought the system up to code. I paid him directly, anticipating reimbursement from ESD, as this seemed like a responsibility they should have fulfilled. However, I have not been reimbursed.Additionally, I incurred expenses for gas to run a generator for refrigerators storing breastmilk for my daughter, yet another cost ESD has not reimbursed.Dealing with ESD, their contractors, ****** Energy, and my electrician, while seeking a decision-maker within ESD, diverted time from my own business, resulting in a loss of income.

  

  Business response

  02/01/2024

  We sincerely apologize for the challenges you've faced during the solar panel installation process and the subsequent issues with inspections. Your patience is appreciated as we work to address your concerns.
  Upon reviewing your case, it's important to note that the failed inspection on 6/12 was related to pre-existing electrical issues at the home outside the solar connections, specifically the A-phase loadside block and outdated wiring, which had the potential for overheating. This led to a power shutdown by ****** Energy. We provided you with a 2-night stay at a hotel during the outage while working on restoring power.
  To rectify the situation, we needed to pull a MPU permit and schedule a shutdown with AE to update the wiring. Unfortunately, the ************** has a 4-6 month backlog for shutdowns.
  We acknowledge your decision to hire your own electrician to expedite the main meter upgrade process. While we respect this choice, it's important to clarify that the failed inspection was unrelated to the solar installation. Your electrician completed the necessary work, enabling us to proceed with the final inspection for the solar permit.
  Regarding the reimbursement for your expenses, we understand your frustration. However, we cannot be responsible for the invoice from your electrician as the repairs made were deemed necessary to bring your home's wiring to code, regardless of whether solar was installed.
  Thank you for bringing this to our attention, and we appreciate your understanding.

  Customer response

  02/07/2024

   
  Complaint: 21139125
  
  I am rejecting this response because:
  

  As noted in my initial complaint, ****** Energy unexpectedly visited my home and had to disconnect our electricity because they discovered that the meter's load Aphase wire was overheating requiring  an emergency service call. My electrician then replaced the faulty internal components and upgraded the system with 1/0 copper wiring rated for 125 amps.

  
  Upon a detailed examination, my electrician discovered several violations of the electrical code, such as the absence of a Main Bonding Jumper in the electrical panel and the use of incorrectly sized breakers. To address these issues, we had to completely dismantle and reinstall the panel's interior to meet quality assurance and quality control standards.

  
  Additionally, the original plan, according to the permit, was to upgrade our electrical service to 200 amps. However, instead of performing this upgrade, line side taps were connected to the pre-existing, undersized #1 aluminum wiring. The permit also indicated that 2/0 aluminum wiring, which is suitable for 125 amps, was to be installed.

  
  Before the installation of the solar panels by EDS, my home was compliant with all relevant codes. In short, there was no pre-existing problem.  Rather, EDS created the problem. The attempt by EDS electricians to reduce costs by using inadequate materials caused the problem requiring the City to deny the inspection and shut down the electricity at our house. Moreover, the work done by EDS electricians compromised the safety of my family and home.
  Given that my electrician carried out the necessary corrections that were supposed to be done before the final inspection, I believe it is only fair that I be compensated for the expenses incurred for his services. Such payment would resolve my claim without the need to initiate a court proceeding.
  

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

  

  Business response

  02/16/2024

  Upon investigating your complaint, however, it appears that none of the invoices related to your electrician's services or loan payment have been submitted. To expedite the review process and address your concerns promptly, we kindly request that you submit copies of the double bill and invoices you are seeking a refund for to *******************************.
  Once we receive the necessary documentation, our dedicated team will thoroughly review your request and contact you to discuss a fair and reasonable resolution. We are committed to addressing your concerns and ensuring a positive resolution to this matter.
  Thank you for bringing this matter to our attention. We appreciate your understanding and patience as we work towards resolving this issue.

  Customer response

  02/21/2024

   
  Complaint: 21139125
  
  I am rejecting this response because: I spoke to multiple representatives about our situation, and provided the invoices. Furthermore, my attorney sent letters to multiple representatives requesting a resolution. None of these efforts received a response. I will submit the invoices to the email address provided in the previous response. Hopefully, a resolution will be reached.
  
  Sincerely,
  
  *********************

  

  Business response

  02/22/2024

  We appreciate your continued engagement and cooperation in providing additional information. Thank you for your patience throughout this process. We acknowledge the concerns you've raised and assure you that we are committed to reaching a resolution. Please submit the invoices to the email address provided in our previous response, and we will actively work towards a resolution.
  Thank you

  Customer response

  03/02/2024

   
  Complaint: 21139125
  
  I am rejecting this response because: I reached out via the email provided in the previous message from the business, yet I've yet to receive a response regarding the full aspect of this case. 
  
  Sincerely,
  
  *********************

  

  Business response

  03/22/2024

  We understand the challenges you've faced, and we sincerely apologize for any inconvenience caused. However, it's important to clarify that we cannot assume responsibility for the additional electrical work required in your home. During the installation process, our focus was primarily on the solar panel system, and we did not interact with your main panel.Your system was installed with a load center, which is an inline electrical box installed prior to a disconnect that then feeds the utility meter. The system is designed to feed directly to your utility meter, with no connections made to your main electrical panel. With the load center, if your system were to experience a power surge, the fuses in the disconnect would trip, protecting your home's main panel and the utility company.
  
  Regarding the inspection in June 2023,  it is clear in the failure report and notes that the issues were pre-existing, and the home was not compliant with local codes. Section 6 of your contract specifies that we are not responsible for the correction of inadequate electrical supply or structural components, as well as any work required to bring your property in compliance with standard codes.  Unfortunately, we cannot be held responsible for any additional work required to ensure the safety of your home beyond the scope of our solar installation.
  
  However, recognizing the stress this situation has caused you and your family, we are prepared to refund three months' worth of loan payments as a gesture of goodwill.
  
  
  

  Customer response

  04/03/2024

   
  Complaint: 21139125
  
  I am rejecting this response because: According to the ****************** Planning Application sent into ****** Energy, the main panel and electrical meter were to have been upgraded to a *********************************** lieu of this, the main panel was replaced to a bigger size dimensionally to allow room for line side electrical taps. EDS did interact with the main panel, and had to take out the existing meter in order to reroute the conductors to the new panel. However, the meter can was not swapped out to a 200 amp system as was supposed to be according to information sent to ****** Energy.
  
  The faulty wiring on the load side of the meter was highly visible, as AE did not replace the meter with a new one during interconnection, resulting in an emergency service call and an unplanned power outage for 2 days. EDS did not follow through with plan submitted to both the ************** and ****** Energy and also did not notify the homeowner of the existing electrical hazard which is a violation that should be reported to the ***** ********** of ********* and Regulations. 

  Furthermore, I have waited two weeks for a response regarding the removal of my panels so I can have a new roof installed. At the time of this writing, I've yet to receive a follow-up call. I should note that while the insurance adjuster was inspecting my roof, she showed me areas where my roof had been damaged by the solar panel installation crew.

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

  

  Business response

  04/05/2024

  We've been in touch with the customer to discuss the uninstall and reinstall processes. Regarding the upgrade to a 200-amp service outlined in the electrical service planning application submitted to ****** Energy, it's important to clarify that the permit application was submitted by your electrician. We understand the confusion and frustration this situation may have caused.
  The permit we obtained with AUE was solely for the installation of the solar panels and associated equipment. The main panel upgrade was not part of our services. We'll provide a copy of your solar permit, detailing the electrical hookup completed by us for your installation. Our team ensured that our work met all regulatory standards and passed inspections without any issues.
  We acknowledge the frustration resulting from the emergency service call due to outdated wiring, leading to an AUE shutting off the power. However, it's crucial to note that this issue was not caused by our installation. Our work did not involve any modifications to the main panel. While we understand the challenges you've faced, we want to reassure you that our responsibilities were fulfilled within the agreed scope of work.
  If you have any questions, please don't hesitate to contact us.
  
  

  Customer response

  04/15/2024

   
  Complaint: 21139125
  
  I am rejecting this response because: My electrician's request to "upgrade" to 200 amps was because it was needed to pass inspection to restore power to my home. ****** Electric provided a breakdown of the service visits (see attached) where it outlines ESD electricians accessed the City's "can" on 08/25. The City cut the tag so your crew could access it. Three days later my power was shut off due to safety concerns.  
  
  Sincerely,
  
  *********************

• Initial Complaint

  01/12/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed a contract with Energy Solution Direct (ESD) on February 2, 2022, for a solar installation on my property. The system was finally approved in August 2023 but has underperformed since, producing less than 300 kW monthly, rather than the **** kW annually as promised. In December, it only generated 54 kW, totaling **** kW since August, which is far below expectations.Repeated attempts to contact ESD about this shortfall have been met with silence and a refusal to engage. My electricity costs have not decreased, despite investing $35,000 in the system and incurring a monthly cost of nearly $160. Moreover, a $5,000 rebate promised by ESD upon contract signing was delayed for nearly two years, adding to my frustration.Efforts to engage with those responsible for the installation have led nowhere, leaving me feeling disregarded and at a loss.

  

  Business response

  01/15/2024

  We apologize for the delays and issues you're facing. Your $5,000 rebate was issued shortly after your project was completed. It appears that the rebate was intended to assist in the tree trimming/removal necessary for your home to ensure your panels achieve their estimated production. We understand your frustration and are committed to resolving the underperformance of your solar system. Our team will reach out to discuss further steps and address your concerns promptly. Thank you for bringing this to our attention.

  Customer response

  01/16/2024

   
  Complaint: 21137913
  
  I am rejecting this response because:
  The rebate wasnt to trim a tree, it was to redo my floor,  And the rebate check wasn't issued until December *********************************** February 2022, and couldnt pass inspection until June 2023 So you see your math was wrong the rebate wasnt issued immediately it was issued after over a year plus and I have attached my letters bill. I have 21 panels and it only produced 54 kW of electricity for a whole month. That's not because of a tree, that's because your system is faulty. You say you will call me, but you've been saying that for over a year. You guys are garbage. You should be out of business.
  Sincerely,
  
  Onyejindu Aguguesi

  

  Business response

  01/23/2024

  Thank you for bringing your concerns to our attention. We apologize for any inconvenience you've experienced. We are currently in direct contact with you and actively working towards a solution to address the issues raised. Your patience is appreciated, and we remain committed to ensuring your satisfaction.

  Customer response

  01/23/2024

   
  Complaint: 21137913
  
  I am rejecting this response because:
  I was Only contacted by phone the issues hasn't been resolved. 
  Sincerely,
  
  Onyejindu Aguguesi

  

  Business response

  02/05/2024

  We appreciate your feedback and concerns regarding the performance of your solar system. We have thoroughly reviewed our records and wanted to provide you with an update.
  We acknowledge that we've had multiple conversations with you regarding the issues you've raised. To address your concerns, we scheduled a technician to verify the functionality of the system on 1/25/24. The technician confirmed that all 21 panels are working seamlessly, with no alerts present.
  However, during the assessment, the technician did note that the lower-than-expected production is attributed to shading issues. We have attached a photo for your reference, highlighting the areas affected by shading.
  To optimize the system's performance, we recommend trimming the trees around your property. This step will significantly increase production, especially during the winter months when shading tends to impact output a bit more.
  We understand the importance of maximizing your solar investment, and we are committed to ensuring your system operates at its best. Please let us know if you have any further questions or if there's anything else we can assist you with.

• Initial Complaint

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had my solar panels for a couple years. After about a year of my panels being on I noticed a leak in the house which we found out came from the solar panels. Apparently they forgot to do some flashing. After they supposedly fixed it the leak was still happening and they came back and removed the panels because they couldn't figure out what was going on. And they realize the panels were put on incorrectly. They fixed the leak in the roof and then they fixed the inside of my house. Meanwhile they had put a tarp on my house and there was a storm that was windy and the tarp ripped off and was wrapping around the wires and the roof vents. That creaeted a new leak inside my house which they stated was an ac leak not a roof leak. I finally had another roofer come out and fix the roof leak after two ac technicians told me it was not the ac. The roof vents had damage around them from the tarp. Also note that my roof is only about 7 years old. They are refusing to accept responsibility for the damage that they did to my roof vents and the Damage that was caused inside my house. So now I have to pay for the roof myself and the Damage inside of the house myself. I have plans to reach out to a lawyer but at this point I don't know if I want to put any more time or energy into it. The way they handled the whole situation was very discouraging. I could never call because they don't answer the phone and when I emailed it would take forever for anybody to get back to me. I basically spoke to an office girl who doesn't know anything about the business at all. And every time I ask to talk to a manager I got pushed to another person who doesn't know anything. And the solar people only know solar they don't know anything about roofs which is why they are careless. And the roofers that they sent out to fix my house couldn't even figure out where the leak was. I had my handyman and then a roofer that figured out in 5 mins where the leak was. I could say a lot more but no space.

  

  Business response

  01/17/2024

  Thank you for sharing your concerns regarding your solar installation. We understand the challenges you've faced, and we apologize for any inconvenience caused. After thoroughly reviewing your case, we want to provide additional details regarding the actions taken and address your specific points.
  Our records indicate that our technicians responded promptly to your reported leaks. During their initial visit in the summer of 2023, they determined that a small leak was indeed caused by the installation. The necessary repairs including drywall repairs were carried out at no cost to you, addressing the identified issue.
  Subsequently, when you reported leaks again in multiple areas, especially during the hurricane season, our team took additional steps to investigate. Considering the complexities involved, we placed a trap on the roof as a temporary measure until our roofing partners could conduct a thorough examination. It's essential to note that this was a precautionary step taken to prevent further potential water ingress until a comprehensive assessment could be made.
  Our roofing partners visited your home twice to inspect and address the reported issues. During their first visit, they checked all mounts and triple-sealed them, ensuring the integrity of the solar installation. Subsequently, they revisited your home, and upon careful examination, determined that there were no potential leaks originating from the solar installation. Instead, the identified leak was attributed to the AC/vent.
  In response to your concerns about damages to the trap, we would like to highlight the roofer's report that you provided. The roofer's inspection identified the leak as coming from a vent on the roof. The roofers repaired the vent, and their report does not mention repairing damages caused by the trap or provide photos showing trap damage.
  We appreciate your patience and understanding throughout this process. Our team is committed to finding a resolution, and we are open to further discussions to address any remaining concerns you may have. If you have more specific details from the roofer's report that you would like us to consider, please feel free to share them.
  Thank you for your cooperation, and we remain dedicated to resolving this matter to your satisfaction.
  

• Initial Complaint

  12/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/31/2022 I signed a contract with ESD for my Solar Panels. On 11/26/2023 I called ESD to report a leak in my roof that was clearly caused by a mounting bracket placed directly above the leak. They explained if I paid an invoice for one of their "experts" to assess the damage I would be reimbursed the $250 dollar invoice if it was deemed the solar installation caused the leak. On 12/11/2023 ESD arrived and the worker told me this was definitely ESD's fault but that didn't matter because he's a just a cog in the wheel and that he has to submit his report for a resolution to be decided. On 12/19/2023 at 2:41pm EST on a recorded line a manager with ESD told me they recommend I get the "contour" on my flat roof fixed prior to them sealing the mounting bracket properly. There are two reasons why this is a breach of contract and shady business practice. First the contract clearly states: (24.(A).) 25-************ Roofing Penetration Warranty. Energy Solutions Direct warrants your roof against damage and water infiltration at each roofing penetration made by Energy Solutions Direct in connection with the installation of the system and the immediate surrounding area of each such penetration (collectively, the Covered Roof Areas). Second: I was "recommended" to have a roofer fix the "contour" of the roof before they seal the mounting brackets. I asked if this was a recommendation or a demand prior to them repairing the leak and the woman would not respond. I asked to get a refusal of service in writing and she refused. This is shady because if I fixed the "contour" myself I would be required to uninstall the solar panels VOIDING MY WARRANTY ON THEM. They are trying to trick me into voiding my warranty which is criminal and against CONSUMER LAW. I want the leak in my roof fixed and the internal damage repaired immediately. I have a 1 year old who may be exposed to mold now due to the moisture trapped in my ceiling for almost a month.

  

  Business response

  01/12/2024

  I apologize for any misunderstanding. Our technicians visited your home on 12/11 and determined that a leak had developed from a loose bolt. The technician repaired and sealed the leak on the same day, also noting that your roof has a contour where standing water may accumulate for extended periods, which is fairly common for flat roofs. Importantly, this contour was noted in an area where no panels were installed as well. Following the visit, we contacted you to review the technician's notes, explaining that the leak was caused by the installation, and you would be refunded for the service fee. Any drywall damages would be scheduled for repairs. Our representative recommended that you contact a roofer to have the contour checked and repaired to prevent standing water for extended periods. It's worth noting that having water sit for extended periods can lead to corrosion of your roof and mounts.
  During our call, you expressed concerns about your roof, and repairs were completed. A request was placed with our roofing partners to evaluate our technicians' repairs and provide you with reassurance. The roofers completed their service on 1/2, ensuring that the mounts are sealed properly. Your refund is being processed, and we will send drywall repair once photos of the damages are received. We remain dedicated to promptly resolving any outstanding issues. If you have additional details or concerns that you would like us to address, please do not hesitate to let us know.

• Initial Complaint

  11/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I regrettably contracted ESD to do my solar install February of 2022 - after 18 months my system has been finally installed but is STILL NOT WORKING!!! ESD FAILED the permit application 11 times - they don't seem to know how to apply for permits which is weird for a big solar company. After being forced to make several payments for a system I haven't even used yet, I had to threaten legal action to get ************* to reimburse me. DO NOT GO WITH ESD - their customer service is atrocious - be prepared to call for weeks before someone finally answers the phone; and when they schedule service lol it's such a joke - they will "miss" the service call forcing you to wait another 4-8 weeks; while PAYING A POWER BILL; before someone remotely pretends to care about you. This company is a SHAM - the owner clearly doesn't care about customers after they get paid. Go with ESD at your own risk - i've paid over $3,000 for a system that still doesn't work. I humbly request this business loses its BBB credibility - does the BBB truly support companies as atrocious as this?

  

  Business response

  12/21/2023

  We deeply regret the challenges you encountered during your solar installation and sincerely apologize for the delay and inconvenience caused by permit and service issues.
  As of November 1st, your system is fully operational, having received permission to operate from the power company.Recognizing the hardships you faced, we've taken substantial steps to rectify the situation. This includes securing a superior loan arrangement for you, significantly reducing the system's cost, and ensuring you were refunded for the loan payment made. Additionally, we've restructured our policies and personnel to ensure a more seamless and attentive customer experience moving forward. Customer satisfaction remains our utmost priority, and providing exceptional service in challenging circumstances is our commitment. We're dedicated to being there whenever you need assistanceplease don't hesitate to reach out.

• Initial Complaint

  11/03/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Complete dishonesty. Signed contract with salesman ********************* 14 months ago and still waiting to complete it. Do not trust salesmen *********************, his associate ********************* and ESD customer service manager *********************. All have said they would resolve issues but still have yet to do so. Originally was told project would be completed in 3 months, but again still waiting after 14. Apparently they pay salesmen for work before it is done, thus they have no incentive to finish the job. Have been promised by ESD that I would be reimbursed for double payments for loan while still paying for electric bills, but that has not been done either. Lies upon lies from all. Have waited to post bad review in hopes they would fix it, but now it looks like I will be taking legal action for breach of contract.

  

  Business response

  11/06/2023

  ****************,
  We sincerely apologize for the delays you've experienced due to the additional project you included alongside your solar installation.
  Please understand that we specialize in solar installations, and any extra work you've requested is managed by third-party contractors. We are committed to doing everything within our means to assist you in resolving this matter. For further assistance, please contact ****** at ********************************

  Customer response

  11/13/2023

   
  Complaint: 20817907
  
  I am rejecting this response because I expect the entire contract with ESD Solar to be fulfilled.  
  
  Sincerely,
  
  *********************

  

  Business response

  11/22/2023

  We understand your concerns and are committed to addressing them. Rest assured, we are actively working with you to find a satisfactory solution.  Your satisfaction is our priority, and we appreciate your patience as we work towards resolving this matter.

• Initial Complaint

  11/01/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I had solar panels installed back in 2022, was not approved by the city till middle of August. So, the company based on contract had to cover the monthly fees to the finance company till solar panels would be active. I have yet to receive 3 months and I have contacted the company more than 20 times and have spoke. With ****** and ******, whom just lie and give me the run around. They state that the months are approved to pay, however I havent received the refunds as of today!

  

  Business response

  11/01/2023

  We apologize for the delay in processing your refund. Due to staffing issues in our accounting department, there have been unfortunate delays. However, your final refund check was mailed yesterday and is expected to arrive on November 4th.
  
  We appreciate your patience.
  
  If you have any further questions or need assistance, please don't hesitate to contact us.

  Customer response

  11/10/2023

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  10/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had to replace my roof due to hurricane damage back in February to March so I paid ESD solar to remove and reinstall the solar system.However, the system has not worked since they came out in May of this year to reinstall the solar. Ive been paying for abnormally high electricity bills along with the solar bill monthly ever since. For example, last month I paid over $505 to the power company and $233 for solar loan spending over $733 a month in total. Whereas before I barely even had an electric bill. I have bought 4 solar systems form ESD solar. In other words, in total I have spent over 150k in solar. I have Warranties on all the systems I buy from them including this one so why should I be made felt like youre doing me a favor by fixing the system?ESD solar does nothing for the customer. I have to call the manufacturer to get the parts ordered myself whereas in the past they took care of everything. I regret getting my solar system from them. I am not happy at all with their service. I need ESD solar to fix my system sooner rather than later. This is extreme poor customer service, they are literally robbing me of my earnings and making absolutely no attempts to fix this problem since May 2023!This system is 34 panels and it's a single inverter system so when there's an issue there is no power being generated. The $35k system is just collecting dust on the roof. I have called every week to get this resolved. I get ignored every time. The only reason I have a new inverter is because I called the manufacturer myself!!For a month now ESD has been saying that they are going to send a crew to check out the wiring and panels and dont. I alerted the company that nothing was done its as if he was never there because no issue was resolved, I get ignored. Ive sent emails, called like its a job and all attempts made to contact them has been ignored. I keep getting the runaround about when the solar system will be fixed and its all lies.

  

  Business response

  10/11/2023

  A Customer ************************ Lead has reviewed the customer's complaint and will be following up with them to discuss their concerns and work towards a resolution.

  Customer response

  10/17/2023

  Complaint: 20712537
  
  I am rejecting this response because:
  
  At this time the issue is not resolved, they said they would call me they did not. However, I did get an email last week saying that they were scheduling somebody to come out.
  I called them today ***** to follow up.
  
  At this time there is somebody scheduled to come out 10-19-2023 but the work has not been completed yet.
  
  Also, they're mentioning a warranty claim they said I might not be reimbursed due to a warranty claim.
  
  However, the solar was working when they removed it back in may 2023.
  The system has been down for 6 months  
  I have been paying 233 every month for solar.
  In addition to the solar Bill Ive been paying the electric bill which is been ranging from $400 to $500 plus dollars a month I can provide an electric bill if need be previously when the solar is working I was not paying anything other than the solar bill and the connection fee.
  
  ********************* said they would follow up with me on Friday 10-20-2023.
  
  
  At the very least I would like to be reimbursed for the solar bill of 233 a month that the system has been down.
  If possible, for the electric bill in full or in portion for the time it's been down.
  
  
  Sincerely,
  
  *********************

  

  Business response

  10/30/2023

  During the service visit on 10/19, it was discovered that the solar system had been uninstalled and reinstalled by another company, which unfortunately voids our labor warranties.
  Despite this,our technicians were able to restore the system's functionality during that service visit. However, it's crucial to note that the labor warranty coverage cannot be extended in this case due to the third-party involvement.To ensure continued support for your solar system, we strongly recommend reaching out to the company responsible for the reinstallation to confirm if they offer labor warranty coverage. It's essential to have this information to safeguard your investment. We appreciate your understanding and patience

  Customer response

  11/01/2023

  ******************* removed the solar. He stated he was contracted out by ESD solar to do a D&R on 1-17-2023 removal and reinstall.  He was giving permission to work on their behalf, of ESD as EDS didn't want the work or could not keep up the work. Last spoke to on 10-30-2023. The solar was working after the reinstall for 2-3 months the went down in May 2023. ESD dragged their feet to fix my system. FYI the installer is willing to testify if we ever went to court.
  ************************* worked for ESD at that time ESD was contracted to do the work for the removal and reinstall of the solar. Last spoke to on 10-31-2023
         ******************************* Sales now roofer used to work for ESD. He was contracted to replace my roof he also stated that did not contract the work out to remove my solar; as he does not use that vendor. Last spoke to on 10-31-2023
         SolarEdge says that the reseller is responsible for the wireless connectivity if you have an issue, please take it up with them. Please see attached email. Last spoke to on 10-31-2023
  
  Here's what I want to resolve this issue.  
  I would like is to be reimbursed for my solar bill of 233 since May to now.
  I would like something in writing from you so do not have this run around moving forward. Either a new contract or at the very least something stating that you will service the unit per our previous contract.
  SolarEdge says the installer is responsible for the wireless connectivity so the three options I see.
  You can install a 5G card not a long-term fix.
  Or you can install a wireless card long-term fix.
  Or I have ethernet to that room that could be run to the solar which would be the long-term solution I just need to know from you is that something you're going to handle as I told you ESD has done it in the past. long-term fix.
  ESD is just trying to get out of the (B)10-Year Limited Labor and Service Warranty.
  Also, if you look at the sales contract section 9 it states that ESD also employee subcontractors companies.
  I had a call yesterday with ********************************* she asked me to take down my BBB Last spoke to on 10-30-2023
  
  I'm told by ex-employees and the subcontractor this is ESD way to weasel out of the labor contracts and this is their way just to try to get more money from their customers.
  ESD will take their time hoping to discourage people rather than fix the problem or reimburse people for them dragging feet.
  
  Please see a tad zip file for all related files
  
  
  Complaint: 20712537
  
  I am rejecting this response because:
  
  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. ↩