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:04/02/2024

  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.

  I had solar panels removed by SEM Power due to roof shingles replacement. After roof replacement has been complete, SEM Power installed the solar panels back on my roof on June 12th 2023. On June 19, 2023 I have contacted SEM Power regarding my solar panels that they are not working correctly. They have respond on June 28, 2023 and stated the technician will come on July 7th, 2023. Technician came and did the work. On Wednesday the 27th of 2024 I have discovered that the same issue is still exists and half of my solar panels does not work. I have contacted the SEM Power and ask them to send a technician and fix the problem again, since that the same problem as it was before and has not been fixed properly at the first time. They said that the would need to charge me a service fee, which is over $200.00 dollars. I have mentioned that I am not willing to pay that service fee due to it is the SEM Power responsibility to fix their footprints after they have installed the panels. I also asked them to provide me with the contract where it says that my solar panels are under the warranty, but they are not sending the contract to me.

  Business Response

  Date: 04/03/2024

  After reviewing the complaint as well as gathering information as to the interaction that occurred, I have attached two emails regarding two separate allegations. The first is in regard to us "refusing" to provide you a copy of your contract of original purchase in 2017. *****, whom was the service coordinator in 2023 that was dealing directly with ******, advised him that our server had crashed that housed many of our older contracts and that we were not able to retrieve those documents, whereas it was not a refusal, we simply did not have access to it, additionally the contract has nothing to do with the issue at hand. The second email attached is the discussion of the string that is not working again, we nowhere in this email refused to fix the issue that had previously been fixed after the removal and replacement of system in 2023. After the reinstall in 2023, the string issue was resolved, and the system was working perfectly for 6 months after that time period. Now it is having issues again and when the consumer reached out to SEM he was advised of our service fee of $249 and he stated he did not want to pay this as it is a result of the removal from 2023 which is clearly not the case as it was working for 6 months thereafter. The majority of ******************** such as HVAC, plumbing, solar, etc charge a trip charge for service related issues. Parts are under warranty however labor is not. 

  I am uncertain as to why the consumer listed the amount of $11,500 as that was for the removal and reinstall of his system for which was completed in 2023, I would assume this is due to the string issue as the consumer feels that its a result of the reinstall, however that is clearly not the issue since they corrected that and it was working perfectly fine for 6 months. We at SEM genuinely stand by our workmanship and reputation, we are in no way trying to take advantage of a customer by charging a service fee, the hard reality is that it costs the company money to service all of our customers, just as any other industry.

  I will get with our service department as to availability of an appointment and will waive this fee this one time only.

• Initial Complaint

  Date:04/10/2023

  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.

   
  Complaint: 19918398
  
  I am rejecting this response because:

  sent out a nice tech promptly to do a patch. He made it sound like they would come out to do something more permanent to resolve the issue at some later point, but it was all word of mouth and he made no promises on thats how it would work. I cant fault that guy.

  Itll probably keep it from leaking for a couple years. Its a band aid fix. Anyone that says otherwise has never roofed before. The water is getting under the plate, and will do so again.
  

  I couldve spread roof sealant myself.

  I emailed requesting more info about when the real fix might take place, I got a response saying the patch was the fix, to let them know if it leaks again, and that the panels were installed correctly, so correctly that they leaked right where the roof was penetrated lol.

  I didnt even read their whole silly response, I read the end where it says take to the internet to bash a business.
  

  You bashed yourself with a response like that. Im an individual, youre a business. 
  

  Thats the best part of being a consumer, we can look *****, but a business cant.

  So when talking to those solar guys running around your neighbor hood, see if they plan to send out SEM to do your install after, and kindly pass.

  I cant say what kind of revenue youll lose not resolving this complaint, but I can guarantee it will be more than cutting out some osb and redoing that bracket.

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

  Business Response

  Date: 04/12/2023

  Dear Mr ************* at SEM Power take roof leaks very seriously. Our service/warranty team has returned your call(same day) as well as scheduled a technician to come out to inspect leak. We always right any wrong doing or error on our part and would appreciate the opportunity to resolve the issue before taking to the internet to bash a business.

   

  Respectfully

  Business Response

  Date: 04/17/2023

  First and foremost, I did not make this about a business vs. consumer, my point was you filed a complaint when we had not even had a chance to address the issue. If you choose to slander our business that is your choice, but it too will come with consequences. The patch was a temporary fix, that is a true statement. Our service coordinator ***** was to contact a roofer to get them out to fix that area and have our tech out there the same day to re-attach the solar panel with new feet to secure panel. Why this was not relayed to you is beyond me and I will address that directly with her as that is not satisfactory. 

  I will not go back and forth with you as it is clear your only reading what you want to read, that seems to be society these days. I can tell you that we at SEM Power are there for all of our customers, we are a locally owned business that believes in what we do and honors our work. We want to do our best to resolve any issues that arise as not all jobs will be perfection, but we will do what we can to make it right.

  Respectfully

• Initial Complaint

  Date:01/17/2023

  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.

   
  Complaint: 18825494
  
  I am rejecting this response because: I was never sent a release form to sign. Ive called SEM Power multiple times and left messages with the person who answers the phone and know one has ever responded or called me back.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 01/17/2023

  We stated that we would pay the $1200 that you provided us, we are still waiting on the release that you were to sign?

  Business Response

  Date: 01/19/2023

  Thank you for the form as I never received it for processing. The check for repair was placed in the mail yesterday afternoon. Please allow a couple days for postal service delivery and if not received within a few days please let me know.

  Respectfully

  *******************

  Customer Answer

  Date: 01/23/2023

   
  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,
  
  ***********************