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:01/17/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  01/17/2025 Subject: Complaint Against Expert Solar for Failure to Address Roof Leak To Whom It May Concern,I am writing to formally file a complaint against Solar Expert regarding their failure to respond to my repeated requests for assistance in fixing a roof leak caused by their solar panel installation at my property.Solar Expert installed solar panels on my roof on 2/24. As part of our agreement, the company assured that their installation work would not compromise the integrity of my roof and provided a warranty for any damages caused by their services. However, I noticed a roof leak originating from the area of the solar panel installation with a Confirmation from a roofing expert.Since then, I have made multiple attempts to contact the company via phone, email starting on 10/24, but I have not received any response or action to resolve the issue. This lack of communication is unacceptable and has caused further damage to my property due to the ongoing leak.I am seeking your assistance in resolving this matter. Specifically, I request the following:1.That they be required to address and repair the roof damage immediately, as per their warranty agreement.2.That any further inaction on their part be noted for potential regulatory or legal.I trust that your office will take the necessary steps to ensure that this issue is resolved promptly and fairly. Should you require additional information or documents, please feel free to contact me at ************.Thank you for your time and assistance. I look forward to your response.Sincerely,***** ****

• Initial Complaint

  Date:10/29/2024

  Type:Order Issues
  Status:

  UnansweredMore 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 are now investing in civil action due to this experience being not only similar but precisely what I and others have experienced. There needs to be some form accountability company wide with this company anyway, back to the actual review."I had solar installed at my house at the beginning of the year. Sales *** stated if we referred someone, the referral bonus would be $4,000. I referred family who ended up getting a system (costing almost $80,000) and was told I would be getting the entire $4,000 bonus because it was such a massive system. After the system was installed at my family members house, I was told I would NOT be getting a bonus. After a lot of back and forth through phone and email, they finally said they would send $2,000 instead of the $4,000. When I brought up the promised $4,000 and even sent them screenshots of the promised amount, they started denying the amount even though I have the text messages from the sales *** and the director of marketing confirming the $4,000. So, I was given 50% of what was promised and advertised to me and my family after sending them such a large sale."Lies on top of more lies. They simply want you you to sign the contract so if you default they can put a lien on your home your better off not even getting this solar and sticking with ************* and light company.

• Initial Complaint

  Date:10/16/2024

  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.

  The business sold me solar panels and was not truthful and tricked me into buying them. They promised me tax breaks for having solar panels which I did not receieve, as well as they did not disclose that the solar panels would put a lien against my house. I was promised by them as well that it would lower my electricity bill but I have seen no difference. The company lied to me and made false claims to sell me solar, and I have contacted them multiple times but they refuse to help.

  Business Response

  Date: 10/23/2024

  ****** *******
  IT Administrator / Head of Marketing
  Expert Solar
  ***************************************
  **************
  Email: *****************************************************************
  Phone: **************
  Better Business Bureau
  Serving ************
  **************************
  ********************
  ************
  ******************************
  RE: Response to Complaint ID #********
  Customer: ****** *******
  Complaint Involves: Service Issues
  Dear Better Business Bureau Representative,
  Thank you for allowing us the opportunity to respond to ******************* concerns. We take every customers feedback seriously and wish to provide a clear and professional response to the points raised in this complaint.
  1. Communication and Assistance Provided
  We have been in regular contact with Mr. ******* and have made multiple attempts to address his concerns. At no point have we refused assistance, and we remain committed to resolving any issues.
  2. Contractual Obligations and Lien Disclosure
  The contract signed by Mr. ******* includes stipulations regarding financing terms, and a lien is one possible outcome if specific conditions outlined in the loan agreement are not met. We encourage Mr. ******* to review the terms of the loan agreement or consult with a legal professional for further clarification.
  3. Tax Credit Information
  The tax breaks associated with solar panel installations are subject to approval based on the customers individual tax situation. As part of our sales process, we train our sales agents to inform homeowners to consult with a Certified Public Accountant (CPA) when discussing the incentives related to the Federal Tax Credit. We currently advise customers to speak with a *** to properly assess their eligibility for these tax incentives.
  4. Electricity Bill ********* Expectations and Solar Output
  The system installed for Mr. ******* consists of 24 Hanwha Q-Cells G6-340-AC solar panels, which are rated at 340 ***** per panel. According to the installation agreement, the proposal provided to Mr. ******* outlined the expected solar output and the estimated offset to his electricity bill. This proposal provided fair accuracy regarding the portion of the electric bill that the solar panels were projected to satisfy. If the system's performance differs from the projections, we recommend that Mr. ******* review the Enphase monitoring app, which allows for real-time tracking of solar panel production. If any of the panels display reduced or zero output, potential causes could include shading from tree growth, faulty panels, or malfunctioning micro-inverters. Should any such issues be identified, Mr. ******* is encouraged to submit a request for repair to ensure the system is producing the amount of energy it was designed to.
  5. Welcome Call and Sales Standards
  While some sales agents may occasionally stray from our companys sales standards, we have strict policies in place to ensure accuracy in customer communication. The welcome call process is designed specifically to confirm that all terms of the sale are properly understood by the customer, including ********************** panel production expectations, financial terms, and potential liens. During this call, Mr. ******* was informed of all relevant details, and this process serves as a safeguard to ensure customers are fully aware of the terms before proceeding.
  6. Request for System Removal
  We understand Mr. ******* is requesting the removal of the solar panel system. However, as outlined in the signed contract, we are unable to cancel the installation or remove the panels without following the agreed-upon legal procedures. We recommend Mr. ******* carefully review the contract terms or consult with a legal professional to explore his options.
  We hope this response helps clarify the issues raised by Mr. ******** Our goal is to work with him to find a satisfactory resolution within the scope of our agreement.
  Thank you for your attention to this matter. Please feel free to reach out if further information is needed.
  Sincerely,
  ****** *******
  IT Administrator / Head of Marketing
  Expert Solar

• Initial Complaint

  Date:10/02/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  They were installed in September but expert solar took up to almost December to get approved. We were told that once October came, we will no longer HAVE a powerbill and we will only be paying goodleap. Expert Solar even paid the first bill because they delayed getting our Solar panels approved. We understand rates can go up... but we were promised no power bill once payments for the Solar panels start. It's been over a year with these and we have a solar panel bill and a powerbill. I stressed to the door salesman how I did not want two bills. I now have two bills I didn't want. Then I was advised by FPL and expert solar is not providing me the correct kw to get the proper Solar credit. Whatever FPL gets from KW, we suppose to be getting half to support our credit according to ***. Originally I was told by the expert solar door sales representative, we weren't even going to no longer have a power bill... I have a power bill and a solar panel bill I never wanted in the first place. My wife and I was lied to. Absolutely nothing has happened the way the expert solar salesman said.The salesman even walked me around the house to our power meter and showed me how FPL was charging me and how the solar panels can take that away. I was told I would have no powerbill and solar panels bill at the same time. I'll just be paying goodleap like $119 a month and no powerbill. We was originally tricked into this. Once we found out it was a lie, we was told that they couldn't take the panels back and goodleap will put a lean on our home. It wasn't fair we was lied and tricked into a false solar panel dream from the start.

• Initial Complaint

  Date:09/18/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Expert Solar out of the ***** area installed 37 solar panels on my roof in November of 2023 costing us over $53,000.I have 2 solar panels that are not working or producing power properly like the other 35. I can verify that through my Enphase App.I contacted Expert Solar on 09/15/2024, to inform them of this and ask to repair.I was told they would troubleshoot the problem and get back to me in 2-3 hours. It has been three days and I have not received a call back. I have called them numerous times in the last 3 days and left messages on voice mail begging them to call me back.I feel that since they have the 50K plus money, they clearly are avoiding me and have no intentions of making the necessary repairs.

• Initial Complaint

  Date:08/07/2024

  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.

  Its very unfortunate that I had to get on BBB website to help me somehow to get with expert solar company to communicate with a customer , I post to had someone come to my home today 10 to 12 right nobody didnt show up or call me but I have been communicating with the company about my leaking roof on the phone , email it shows me alot that this company do not care about customer needed of help but if i knew what i know back then i wouldn 't come to expert solar company but now since no one didnt show up for me back porch roof i have to deal with the leaking through the hurricane , now on this is so sad

  Business Response

  Date: 08/16/2024

  Hello *******************, 

  Thank you for contacting us about this matter. We have a case filed with you as of August 7th, assigned to our customer service department, who has since confirmed that the company Protek Roofing will handle the repairs for your leaking roof. 

• Initial Complaint

  Date:08/05/2024

  Type:Order 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.

  Somewhere between October and December 2023, I began preliminary discussions with ******************************* about going solar. When he came to view my home, he stated that he was a manager and could offer me a special. The company would pay $200 on my bill for duration of the contract until I paid off the panels. In addition, Expert Solar would reimburse me for every bill received from *********** once the panels were installed. The contract for panels was for roughly $95,000. The monthly bill was $386, but with the $200 credit, I was supposed to pay $186. ******* stated that I could get the payment monthly or in one lumpsome at the end of the year. I said I would prefer monthly. The panels were installed in January, and there were several issues until February - March. During that time, I accrued over $1200 in bills from ***********. So, I was paying the electricity bill and solar bill which more than doubled my electricity bill. To date, I've received none of the promises made by *******. He had me reach out to his boss, ****** who denied that anything ******* said was accurate and said ******* would be responsible for the payments. I have not received anything.Also, I was informed that I would receive tax credits that would offset the cost, in the amount of roughly $28,000 for federal and a few thousand for state. I received $3400 for federal and $2000 for state. ****** informed that you can only receive a tax credit for what you've paid in. The issue is, a certain % of the panels have to be paid by the 17 month or the monthly cost will increase to $512/month. Because I did not get the credit, my bill will increase next year.During this process, ******* changed his number, and ****************** could reach him. Once we got his new number, I had an issue because my electricity bill had dropped but was starting to rise again. ****** asked me to email him. Now, his email nor phone number works.

  Business Response

  Date: 08/16/2024

  Hello ***************************, 

  I have recieved your information and have sent everything in for review due to the extensive detailed nature of the claim, please allow us some time to review the materials and we will respond as soon as possible. 

  Customer Answer

  Date: 08/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and will anticipate further response upon their review of the evidence submitted. At this time, the complaint still remains unresolved. 
  
  Sincerely,
  
  ******************************

• Initial Complaint

  Date:07/16/2024

  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.

  THIS IS A RIPOFF,SCAM AND FRAUD, THIS COMPANY INSTALLED SOLAR PANELS IN THE NAME OF MY SON THAT IS NOT A HOMEOWNER AND HE'S DISABLE. THEY OFFERED AND PAID MY SON A REBATE OF $43,100. THE REBATE WAS ADDED TO THE LOAN, THEY REPLACE MY ROOF, THE ROOFER TOLD ME RECENTLY THAT THE COST IS WHATEVER I NEED THE INVOICE TO BE, HE SEND ME AN INVOICE FOR $13,000. THEY ADDED TO THE LOAN $20,000 FOR THE ROOF. THIS HAPPENED WITHOUT THE CONSENT OF THE HOME OWNERS, LEAD BY A REALTOR WHO COORDINATE THIS NIGHTMARE WITH THIS COMPANY. THE REALTOR REFERS CLIENTS TO EXPERT SOLAR FOR A FEE. I NEVER SAW , SPOKE OR MEET WITH ANY EMPLOYEE FROM EXPERT SOLAR. NOW MY SON HAVE A LOAN FOR $132,000, FOR 35 PHOTOVOLTAIC SYSTEM, THE CONTRACT STATES THAT IT HAS BATTERY, IT DOESN'T.

  Business Response

  Date: 08/01/2024

  Hello, and thank you for reaching out to us. We are currently taking the necessary time to thoroughly review the details of this sensitive case. We kindly ask for your patience as we conduct our investigation, and we will provide you with more information within a few business days.

  Customer Answer

  Date: 08/13/2024

   
  Complaint: 21993311
  
  I am rejecting this response because:

  This scamers do not want to come forward to resolve this matter
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/28/2024

  We have as a company decided to leave this in legal matters,
  
  The person involved doing all of this request is not an authorized user nor has POA of anyone in the household that is listed on the loan for that matter we do not get involved. There are multiple reasons that are suspicious for them to start this riot and number one is because they are trying to sell the home. They are claiming that ****** is disable but he received a check under his name and it was cashed. Not so disable then.
   
   as of right now we reserve any type of information since it is in legal matters.

• Initial Complaint

  Date:06/11/2024

  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.

  In October of 2023 I signed a contract with expert solar. There was extra work put on the contract. A whole house generator return and supply ducts under house insulation under house tree work which was done. But the only thing I got was the solar and tree work done. Im going to have to do the duct work myself and afterwards get the other things done. Just found out the sales person I worked with doesnt work for them any more. So chances are I Im paying extra for nothing I also have my elderly father living with me so I need backup power

  Business Response

  Date: 07/10/2024

  Hello *****/BBB, 

  Thank you for bringing this to our attention, and we apologize for the delay in response. The individual, *****, is no longer servicing the BBB account, and I am taking over that position. As for the described issue, I have created a case in our system and begun communications with our team to ensure we resolve the issue as soon as possible.

  Customer Answer

  Date: 07/10/2024

   
  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:04/16/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Expert Solar has been installing a 22 panel solar project on my roof since Oct/Nov of 2023. The company made many many mistakes and had to access my roof for revisions numerous times. My shingle roof was in great shape and only 1.5 years old at time of signing the contract. On their most recent revision, I went on the roof to check their work and noticed roof damage. I notified the salesman and the solar company of the damages and they wanted an opportunity to repair the roof because they said "we are also roofers".They sent out a guy with a bundle of shingles and I sent him home. Over 25 percent of my roof had damages. My next call was to the company that installed the roof 2 years ago. I received a quote.I was advised by my roofer and expert solar's 3rd party roofer (pro tech) that the building code in fl mandates the entire roof be replaced once repairs exceed 25%. The quote of ($14,850) was forwarded to expert solar and then they began saying I have no proof they damaged my roof. They are refusing to fix the damage that they caused to my roof during the installation. Their own roofing company estimated I have 2 years left before water intrusion on a (now 2 year old) roof.Some of the panels are also badly damaged due to how their employees handle and install the components. We will discuss the panel damage after the damaged caused by your company is settled.They also have a track record of wasting my time. I missed numerous days of work waiting for expert solar's people to show up from ***** at a scheduled time and they would show up hours and hours late and don't complete the work.