Complaints

This profile includes complaints for Modern Mill LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Modern Mill LLC

  3518 Broadway Fort Wayne, IN 46807-1723

• 

  Modern Mill LLC

  1009 North Lombard Road Lombard, IL 60148

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:11/08/2022

  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.

  Back in October of 2021, my husband I purchased a package from Modern Mill for solar panels and a generator. We are now November of 2022 and we have yet to hear back from them about our generator. Panels have been installed, but I've seen no improvement in my energy bill, nor have I heard about how I can productivity of these panels. I continuously reach out to their representatives. I've left voicemails for *******, ***** and many others with no response. In my desperate state, I even replied to one of their ads they sent to me via email to see if they would get back to me that way and NOBODY has contact me yet. Paying for a generator that I don't even have is ridiculous and the lack of communication is WORSE!

  Business Response

  Date: 11/16/2022

  ********, 

  Unfortunately, there is a shortage on all generators/batteries. You and many of our clients have been going through the same issues. Of course, that not what you want to hear. You are prioritized on our list. We will contact you as soon as we can.

  If you would like to schedule a time to talk, please TEXT ************. ******* will be able to respond with a date and time so all your concerns can we answered. 

  Thank you. 

  Customer Answer

  Date: 11/17/2022

   I am rejecting this response because:
  
  How is it possible that after a year, you're company is not able to locate a generator, yet ********** has them in stock? Additionally, I've tried to reach out to ******* multiple times, left multiple voicemails and received no response whatsoever. I've also asked about our solar panels and how I can monitor the production of these panels?  My bill has yet to improve and we've had them for several months.  I'm paying for a generator that I don't have. Either you need to refund the funds you've already received or have someone run over to the **********, purchase the product and have it installed. Failure to resolve this matter will result in litigation.

  Business Response

  Date: 11/23/2022

  Hello ********, 

  I will work with **** who is in charge of getting the generator sorted. I have reached out to **** to have you prioritized on the schedule to get your generator hooked up. 

  Customer Answer

  Date: 11/28/2022

  I am rejecting this response because I have been waiting for a year now for call backs.  I need someone to contact me today or we will just continue to go back and forth with this complaint.  If nothing can be done, then refund my money for the generator.
  

• Initial Complaint

  Date:10/24/2022

  Type:Billing 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 told if my solar instalation was not done and I started paying 2 bills I would be reinversed for the solar part of the electrical bill. I was told it would take up to 60 days and the 1st 2 payments have been over 60 days with 2 more payments already made.

  Business Response

  Date: 10/25/2022

  *******, 

  Unfortunately the delay on your project was due to a national shortage with the meters. We do apologize that you are having to pay 2 bills, but since this was due to the meter shortage there isn't anything we can do. 

  Every solar installer experienced this unfortunately, and suffered as well. Please let me know if there could be something we can do for you. 

  Customer Answer

  Date: 10/26/2022

   I am rejecting this response because: I was told by several reps that if I had to pay 2 bills I would recieve back the solar payment. I have submitted forms showing that I made the payment and which I sent to ******* and she said it was submitted and approved and would recieve back in 30 to 60 days. I have the text saved that shows this conversation. If this was not the case why was I told this?
  
  
  

  Business Response

  Date: 11/04/2022

  ****, 

  Unfortunately, we are no longer able to pay our customers double bills. The delay in your project was due to the national shortage of meters. We Energies did not allow any other type of meters. 

  We do apologize. I do see *******/RC was on November 1st. We are supper close. 

  Customer Answer

  Date: 11/04/2022

   I am rejecting this response because: I was told at the very beginning I would not have to pay 2 bills.  This would mean that your companies promises are just lip service to sell your product. If the instalation could not be completed it should not have been started untill it could be completed and then I wouldn't be paying 2 bills. Poor planning on your companies part or was this just done to move out some of the inventory your company had so that you could get paid no matter how it effected your customers. In the text I have it says the 1st 2 payments were sent in and approved and I would recieve payment back in 30 to 60 days. Again was this just lip service?  If I was told I might have to pay 2 bills I would not have agreed for your company to do this project 
  
  
  

  Business Response

  Date: 11/16/2022

  Hello ****, 

  Unfortunately after reviewing your account I see that all your delays were due to the ***************** and We Energies. ********* schedules their inspections weeks out and We energies works the same way. 
  We are not able to reimburse you since the delays were caused by third parties. 

  Customer Answer

  Date: 11/18/2022

   I am rejecting this response because: After talking to a rep an agreement was reach as long as MMS follows through with it I will no longer have a complaint.
  
  
  

• Initial Complaint

  Date:09/26/2022

  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 problems have been from the start of the install of the system back in 2019 to present.From long install from start to finish to the problems that have been seen over the time of problems that could have caused a house fire due to improper connections, and some hardware becoming out dated within a short time to have additional costs to replace Cell modem monitoring card. After reaching out to Modern Mill Solar to have them reset the system to connect via *** network multiple attempts via leaving voice mail messages with support and also to reach out VIA website chat. MMS never reached / callrout to reach out. Because MMS did the install I can not make any changes to the system that we paid for. 2 things I want resolved is Reconfigure the system to use the *** network to monitor the output of the unit.Want Full access to the system.

  Business Response

  Date: 10/12/2022

  Hello, 

  *************************** has access to his site on solaredge. The email associated to his account is ******************** Also, the best number to contact Modern Mill is at **************. 
  
  I have reached out to our service department, they should be reaching out to ****************** in the next 24-48hours. 

   

• Initial Complaint

  Date:09/16/2022

  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 an issue with my solar system. The system purchased was to produce approximately ****** Kw annually. Currently there is 2 weeks left for the full year but have only produced about ***** Kw. The sales pitch was the solar system was to make enough electric to have no electric bill and that money would be used to pay for a solar system payment lower than electric bill. This is not happening. I will have a solar and electric bill again this winter because system did not bank enough hours for winter. I have been trying for weeks to contact Modern Mill with no response. Infact, they have blocked my phone number and will not even answer. They will not return any messages either.

• Initial Complaint

  Date:08/23/2022

  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.

  Since installation of solar panels, I have had cable management clips falling off the roof top. Have been trying for two years to have repairs made. I have issues with panel production that go unanswered. Each time I call in, the person is no longer with the company. They are not monitoring my system as promised when I had them installed and refuse to send any repair people out. Calls and emails go unanswered, or, if they are answered, nothing is done. My latest call is about panel production, and is unanswered. Other solar companies refuse to take over the monitoring or repairs since they did not do the initial install.

  Business Response

  Date: 10/21/2022

  ****************** we have received your complaint. Modern Mill Solar offered our operations and maintenance agreement with us- but offer was declined by you. We communicated the options to you for a solution. ****************** you decided to go with a third party for the repairs and refused to pay us for a site visit to see what repairs are required. We also suggested a company to call, 365 Pronto. We have looked in our logs and your number didn't come up when we searched. We were unaware his system was not being worked on by another company until the complaint reached us. Furthermore, you revoked our access to look into his system on SolarEdge. We cannot see his production or errors without access to his account. We will be willing to repair his system once he pays the invoice. We would also need access to his SolarEdge account as well. We have opened a case for him with our service department, please feel free to contact us so we can continue to service your system. 

  Customer Answer

  Date: 10/27/2022

   I am rejecting this response because: Reviewing the purchase document, no "maintenance agreement" was ever put forth. Your assertion for Pronto ************************************ the inverter. They do not handle the repairs or replacement of any other part of the system. I have several emails between myself and various other employees where a "maintenance agreement  agreement" was ever mentioned. The correct company for the repairs of the system and equipment is Solar Edge. Through the numerous discussions with Solar Edge, because Modern Mills is the installer, only Modern Mills could make the repairs. It should also be noted Modern Mills has been out since the installation to make repairs to the inverter. No other solar company would touch the equipment. My system has been paid off for nearly two years as it was financed through your preferred lender. As evidenced by the emails I have, promises were made to have technicians come out, no costs or "maintenance agreements" were ever mentioned. Your company is well aware the only installation company can perform any work as noted by Solar Edge, not Pronto 365.      I called and spoke with Pronto 365 about the cellular card installation and these production issues and the issues with your company not responding. One of your employees told me they were taking with the wrong person and thought it was me. I had to receive special permission from Solar Edge to find another company who was authorized to do the work. Why would you need a "maintenance contract" when you well know the installers are the only ones who can do the work.     The assortation of you know there will be a problem before I do because you are paid to monitor the system couldn't be any further from the truth.  A recent conversation with an employee stated Modern Mills was having issues servicing customers because the company has been "restructuring."   I have been trying for nearly 2 years to have problems and pieces falling off of my roof top addressed to no avail. When an employee seems like they are trying to help, they are "no longer working for the company" after a brief period.   I called so many times in July, August and September that your people answering the phones would say "Oh,you," when I gave my name.    I have lost production in June, July and August, and no production for over a month while trying to get Modern Mills to answer my calls and emails.   At one point, I was told a crew could come out the next day since I had the replacement inverter, which I had to deal with and obtain on my own from Solar Edge, but was told later that day they crew would not be coming.     I was forced to seek out another installation company to make the inverter swap, which was a warranty covered item. I am now seeking reimbursement for the other company's charges as well as lost production due to ***************** ghosting me for this period of time.
  
  
  

  Business Response

  Date: 11/04/2022

  *****, 

  The maintance agreement if offered to out customers in order to cover any cost at the time of a repair. If our customers do not purchase this, when it comes to a repair it needs to be paid out of pocket. For example, When you have a AC unit installed... and winter or summer comes around usually people get it checked/cleaned.. There is cost for the company to come back out and take a look at it. Solar works the same way. If we need to go out there to look at your solar, then there is a charge. 

  We would like to help you if you still need us to go out and look at your system. You will need to reach out to SolarEdge and have them ***** us access to your account. We did not "ghost" you, we simply could not look into your account since you took our access away. If you would like to have a conversation, my direct line is ************. 

  Customer Answer

  Date: 11/05/2022

   I am rejecting this response because: No maintenance contract was ever offered and declined. All Items you have submitted do not include a declination of any kind. The work I needed done was warranty work. You have serviced the warranty on the inverter several times at no cost due to the warranty. I have several emails between myself and at least three of your employees you do not keep employed very long about these issues. Not once was a contract ever mentioned or out of pocket. I would have been glad to pay out of pocket, or review a contract if it was ever offered. As stated before, I had to plea my case to Solar Edge to come up with another qualified contractor who would actually respond. Your company, in fact, ghosted me. for over a year. You had a warranty on installation, which would not require payments of any kind, which covered pieces of the system falling off the roof, and your company chose to ignore me for about 18 months. Your company even chose to ignore this complaint to BBB until I filed a complaint with the attorney generals office about you business practices.    You did not offer a contract, you did not honor the warranties in place by Solar Edge, you did not respond to this complaint in the requisite 30 days, I was forced to seek another company to do the inverter swap and had to pay because they were not the original installers, you did not monitor my system as promised when you had access to my dashboard.
  
  
  

  Business Response

  Date: 11/18/2022

  *****, 

  SolarEdge has a warranty of 12 years on the inverter. We are a company that works like any other. You have warranty on the materials but there are still fees associated to the labor to install them. In order for us to work on your system we would need access to your site. 

  Customer Answer

  Date: 11/18/2022

   I am rejecting this response because:
  
  Solar Edge provides a stipend for the labor. Neither of the three reps said anything about costs. I had to find another company for the repairs due to not receiving an answer for three months. After speaking with *****, who said you could come next day, he called back and canceled the offer. I will not do business with your company any longer and want compensation for the under/no production of my system due to your not taking care of your customer because of your constant restructuring. Another company has access. Your reps never said anything about costs, and I was never offered or refused any kind of contract for repairs/main ten employees, even after clips started falling off a year after installation.

• Initial Complaint

  Date:08/17/2022

  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.

  Communication is virtually non-existent with repeated phone calls being unreturned. Service has been subpar with repeated rescheduling and continued lack of functionality. After waiting over a year for a functioning solar power generating system we have now been told the installation was done incorrectly and will need to be redone in order for us to gain the benefit of having a solar power system. The timeline we have experienced is as follows:July 9, 2021 Contract Date Oct 2021 Installation of Panels Jan 2022 Began Electrical Wiring Feb 2022 Installed first Electrical Box Mar 2022 Installed second Electrical Box May 9, 2022 Wired Electrical Boxes to Existing Indoor Electrical Panel June 3, 2022 Representative came onsite to turn on system.June 17, 2022 First box failed w/ Error Message July 1, 2022 Second box failed ****************************** electrician came onsite and indicated system is incorrectly wired.Aug 6, 2022 Letter sent to vendor owner asking for response by Aug 15th. Initial response saying "I will look into this Monday and get a solution working." was sent back to us same day with NO further follow-up.Aug 15, 2022 We emailed again and no response has been received.We were promised that we would have 6 mo of no payments and a functioning system in short order. Our initial installation took 11 months. We have made 8 pmts thus far and still do not have the benefits of solar power that we were promised.Modern Mill Solar committed to reimbursing payments while the system is non-functioning, but has not consistently paid. Our lender has confirmed that they have paid the vendor for our system. However, we continue to owe payments on a non-functioning system that does not generate any power and thus does not provide relief from our ***** monthly bill.

  Business Response

  Date: 10/21/2022

  ******************, since this complaint, we have had a shift in departments and people. We now have two people in charge of communicating with the customers. We also introduced one master electrician in charge of repairs. We already have the repairs scheduled for our electricians to go for repairs 10/26/22.lf there are any further questions please feel free to contact us. 

  Customer Answer

  Date: 10/21/2022

   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.

  
  

  Thank you.

• Initial Complaint

  Date:08/10/2022

  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.

  Modern mills installed solar panels on my home and promised us we would be able to monitor our solar system with an app they refused to give me access to. They promised ***** for a generator rebate that does not exist and they did not put enough panels on our home to generate enough energy to sell back to com ** so were not getting an srec check for 11k they promised. They do not answer calls or emails or texts This is breach of contract as well and fraudulent misrepresentation