ComplaintsforADT Solar

Solar Energy Design

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Initial Complaint
04/04/2024
Complaint Type:
Customer Service Issues
Status:
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.
Repair of one part (Enphase not turning on) has not been done. We would like it done quickly as they promised. We have been having issues with ADT Solar since the installation. Now we have been waiting for a repair since 01/10/2024. We have called several times. No customer support that is guaranteed were fulfilled. In all phone calls with the support service, we were told that a scheduled will call to schedule a repair within 6-8 weeks. Today is 04/03/2024 and the answer was the same.
Business response
04/12/2024
Thank you for expressing your concerns with ADT Solar. Your feedback is a valuable source of information in improving our service to our customers. Please accept our apology for the poor service you feel we have given. A Customer Relations agent will be reaching out to you to discuss your concerns further.
Initial Complaint
04/04/2024
Complaint Type:
Customer Service Issues
Status:
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.
I had solar installed by ADT in 2022-2023. Over 40 panels were installed on my home. The first problem I had with ADT was the holes drilled into the side of my home by the company, which were never repaired. I had to get the repair done myself. I have email communications that prove the company representative ignored this issue and the issue that occurred when ADT worked through a company called Dividend, which charged me before the system was operational.However, my main issue is that I have over 40 panels, and my True-Up bill for PG&E, which should reflect savings from having solar, is now higher than what I was paying before I had solar. The system is either defective or not working, and I am getting no resolution from ADT.
Business response
04/12/2024
Thank you for expressing your concerns with ADT Solar. Your feedback is a valuable source of information in improving our service to our customers. Please accept our apology for the poor service you feel we have given. A Customer Relations agent will be reaching out to you to discuss your concerns further.
Initial Complaint
04/01/2024
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I was working with a local sales representative and was promise they pay the first 24 month of the solar loan if I sign with them. I have recieved the first 12 months payment. So I reach back out to my local sales help and contact. He said he got everything situated and put it back in the system to recieve the other half. A month later reached back out, adp solar belly up and got rid of there sales rep. Which now they say there is no documentation on it and sales rep never put in the promo. Just looking to receive the other half of my promotion.
Business response
04/08/2024
Thank you for expressing your concerns with ADT Solar. Your feedback is a valuable source of information in improving our service to our customers. Please accept our apology for the poor service you feel we have given. A Customer Relations agent will be reaching out to you to discuss your concerns further.
Customer response
04/08/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 21501756, and find that this resolution is satisfactory to me.

Regards,
****** ******
Initial Complaint
03/26/2024
Complaint Type:
Product Issues
Status:
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.
We entered into a contract with ADT Solar to install solar panels on our house. We made it down payment of $11,008. Date, that has not been accomplished, and we now understand that ADT solar is getting out of the business.Wed like them to refund our money promptly.We can provide a copy of a canceled check. But they have the signed contract.
Business response
04/02/2024
Thank you for expressing your concerns with ADT Solar. Your feedback is a valuable source of information in improving our service to our customers. Please accept our apology for the poor service you feel we have given. A Customer Relations agent will be reaching out to you to discuss your concerns further.
Initial Complaint
03/25/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I bought a solar system, it went down in October 2023, just part of it went down. I called them they came out on Dec. 5 and found out the problem. I got a hold of the guy who was supposed to be the scheduler for the work and talked to him. Since then he has never returned my phone calls. I would like for them to come back and finish the job and repair my solar panels.
Business response
04/02/2024
Thank you for expressing your concerns with ADT Solar. Your feedback is a valuable source of information in improving our service to our customers. Please accept our apology for the poor service you feel we have given. A Customer Relations agent will be reaching out to you to discuss your concerns further.
Customer response
04/03/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I am still not satisfied. No one has contacted me.

Regards,

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

Customer response
04/09/2024
No one has contacted me about my solar.

Business response
04/15/2024
Hello there,
I am currently working on your case and will provide updates to you directly via email.
Thank you,
Initial Complaint
03/22/2024
Complaint Type:
Customer Service Issues
Status:
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.
ADT Solar purchased our contract from SunPro while in process of installation. Contact signed Oct 2021, project completion September 2022. Ive had 13 panels micro inverters not working for 85 days. Ive worked with the tech company (Enphase) to trouble shoot the issues. Enphase has submitted a case to ADT Solar on January 2, 2024 to have a tech do a site visit to discover/rectify the issue. I have called multiple times and been told they are working to assign a sub contractor as they no longer have any of their own to service. I have yet to hear from ADT Solar with an update on someone coming out. I have followed up with both ADT Solar **************** and Enphase with out any progress. Enphase is now telling to co contact a service provider in my area that can come out and handle the issues. Both providers have told me I will be charged a site visit fee as they were not the insulation company. I will soon be on my 3rd month of both an $80,000 Solar loan payment as well as an electric company bill.
Business response
04/01/2024
Thank you for expressing your concerns with ADT Solar. Your feedback is a valuable source of information in improving our service to our customers. Please accept our apology for the poor service you feel we have given. A Customer Relations agent will be reaching out to you to discuss your concerns further.
Initial Complaint
03/22/2024
Complaint Type:
Customer Service Issues
Status:
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.
Roof leaks after installation of panels, everywhere there are panels I have major roof leaks . They sent a man out and he looked at panels and after ** was here for 30 minutes, he tried to tell me my roof leaks are because of old roof. said he would report his findings to his supervisor and get back to me. No one ever got back to me and I called them 2 times, on the third call to them they said the case was closed and that they discussed this with me several times, which is not true.My roof is less than 10 years old and the leaks are just getting worse.
Business response
03/28/2024
Thank you for expressing your concerns with ADT Solar. Your feedback is a valuable source of information in improving our service to our customers. Please accept our apology for the poor service you feel we have given. A Customer Relations agent will be reaching out to you to discuss your concerns further.
Customer response
04/02/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

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

Customer response
04/02/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

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

Customer response
04/02/2024
Please read attached letter from me. The solar company did not do any further review just brushed my complaint off .My roof is less than 10 years old and I have permits to prove it. I had NO leaks , got solar panels installed and no have leaks, When it is raining you can go into attic and see the water dripping from fasteners attaching panel brackets.
*************************
*****************************
Business response
04/15/2024
Hello there,
Your case has been closed and future instruction has been provided to you via email direct.
Thank you,
Customer response
04/16/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Per your request I had the roof inspected for the leaks. Attached is a letter from them.
Based on their findings my son and I purchased roof sealant and sealed around all the brackets that attach the panel braces to roof. Photos attached.
The roof no longer leaks, thus proving the brackets were the cause of the leaks.
Repaired ourselves because if your installers wee to do as suggested they would probably just reinstall the same way as before which has proved to be inadequate .
If you would just reimburse me for materials, I will consider this resolved.
If not, I will consider it unresolved and report it as such, as well as make my situation with ADT Solar known to all I can get a hold of, your choice.

*************************
*****************************
BBB c0mplaint 21472257

Business response
04/16/2024
******,

Thank you have provided all I need.

I will be submitting a request for your reimbursement and will update you when updates are available to me.

Thank you for providing the information to me,

*****************
Initial Complaint
03/22/2024
Complaint Type:
Customer Service Issues
Status:
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.
Long story short. Lies from the beginning, system didnt work from day 1, took 3-4 months to fix which was long. Than inverters didnt work from there 50% at working. Took 3+ more months to figure that issue and bring someone out. Company sold 3x in that time frame. Sunpro- to ADT- to Forbright. Made many complaints. Had them at ADT last month Feb 24 send me check for utility bills. At first SunPro was reimbursing me monthly while system wasnt working but that stopped when bought from ADT. Was paying 2-3x more than before panels installed. Nightmare and now I called to find out ********* wrote the contract off to ********* Recovery and they gave me 2 options. Pay $55k now or payments of 6 months. I was willing to catch up my payments on the panels with the check ADT just sent me ** I knew I owed a little over $1k but Im sick of all this. Acct number is ************
Business response
03/26/2024
Thank you for expressing your concerns with ADT Solar. Your feedback is a valuable source of information in improving our service to our customers. Please accept our apology for the poor service you feel we have given. A Customer Relations agent will be reaching out to you to discuss your concerns further.
Customer response
03/27/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[You have not responded with anything. I gave you the facts, I have names of all people involved on your companys behalf and of the ones before you bought SunPro. I just want a remedy of canceling and refund of it all. Please let me know what is needed]

Regards,

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

Business response
04/05/2024
Hello there,
Your case has been closed. Enphase it is operating and producing as it should be at this time. Bill review case and results were shared. Production check was sent. Lender and balance need to addressed with lender direct as we do not have access.
Thank you,
Initial Complaint
03/21/2024
Complaint Type:
Customer Service Issues
Status:
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.
I have been promised a referral bonus for making recommendations to my friends and I have not been paid as agreed. Im wondering if this would fall under jurisdiction of the *** or if it can be handled by BBB.
Business response
03/28/2024
Thank you for expressing your concerns with ADT Solar. Your feedback is a valuable source of information in improving our service to our customers. Please accept our apology for the poor service you feel we have given. A Customer Relations agent will be reaching out to you to discuss your concerns further.
Customer response
04/02/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

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

Customer response
04/04/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]
The companys resolution is to have waited until after April 1st 2024 at which time as I have been informed that a third party payor is being used by the business to make good on any outstanding balance due. If handled prior this action would not have been necessary. As a result the companys third party payor will not accept an email account from gmail or other company tied account. Because my email is a gmail account it errors out and doesnt allow me to gain access. I have expressed my concerns with the company representative who is in charge of the complaint but she insists that I have to go back and do it this way. I am extremely frustrated with the amount of time I have spent trying to resolve this issue and I have indicated to the company representative that I feel that I am going in circles and have asked for a different way to resolve.
Regards,

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

Business response
04/15/2024
****,
If you need to transfer those funds you can go to xtrm.com and utilize forgot password to gain access, it is currently linked to the email you used to set up their affiliate account.

If you run into any issues or require assistance walking through getting access and transferring your funds, our inbound can assist at: **************

February 19th, 2024,was the final date ADT Solar would have accepted referrals,

Please be sure to reach out to the number provide if you have issues logging in to transfer your funds.
Initial Complaint
03/21/2024
Complaint Type:
Customer Service Issues
Status:
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.
I feel that I was lied to and deceived two years ago and still being lied to now. Signed a contract with Sunpro solar, who has now teamed up with Adt solar. the install work took about a year and is still not fully complete. I thought I was getting a complete system only to find out latter I needed batteries, that is not fair. The things I found out latter just disgust me I think they took advantage of me because of my age or color, I am 71yr and black. I'm paying 53k for 20 panels and talked another person who was paying 52k for 40 panels how is that fair. I have paid about ****** dollars in two years because I now have two bills to pay. Whenever I call Sunpro/Adt always talk to someone different. Should have known something was wrong when salesman gave me a fake name. I refuse to have system turned on because of the lies told. I was sent a contract to doc sign with some tricky wording, and if I wasn't careful I would have settled 606 dollars. I was also lead to believe if or when I nee a new roof they would remove and replace, never talked about a price. I feel I was scammed, and i'm still telling them to remove the panels from my house, they have not been used. I will agree to take the loss this far. I do not trust this company or these people.
Business response
04/04/2024
Hi ****, thank you for reaching out! A case has been created, an agent will review and reach out.

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