Complaints

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

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  Monalee

  Boston, MA 02210-2641

• 

  Monalee

  5325 Elkhorn Blvd PMB 7028 Sacramento, CA 95842-2526

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:08/05/2025

  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.

  This company has put me through the worst times of my life, if you're reading this and thinking about installing solar panels with these people, DON'T DO IT!! RUN AND DON'T LOOK BACK!! First of all, to accept my project, they made it easy for me, they said yes to everything. But when it came to the inspection, they acted crazy and put me on hold for ever. My project was scheduled to be installed in September 2024 and they made that on time, but I could not activate it until this past July 2025 (ALMOST A YEAR with those panels in my roof not able to produce energy). It failed the inspection 3 times due to the installer's negligence and poor communication on Monalee's part. Aside from that, the finance company started charging me the monthly payment for the panels in December 2024. Monalee said they would take care of those payments until my system was up and running, THAT WAS A LIE!!! They did send me refunds 3 times, but I had to pay the last 3 months (May, June, and July) out of my pocket!! In addition, when my system was finally up and running, I couldn't connect it to the ENPHASE app, and when I asked for help they just ignored me. Thankfully, my area of expertise is technology, and thanks to ENPHASE and their technical support, we were able to determine why I couldn't link the system to my account. It turns out that the Monalee installer had my system linked to his personal account. Not worth it at all, I will not recommend them even to my worst enemy.

  Business Response

  Date: 08/26/2025

  Monalee takes customer feedback seriously and appreciates the opportunity to improve. We acted swiftly to address the concerns raised in this complaint. The installer involved is no longer affiliated with our company, and we have since brought on experienced, reliable crews to better serve the area. Additionally, we have reached out to the customer to offer the requested reimbursement as a gesture of goodwill and accountability. We remain committed to delivering a higher standard of service moving forward.

  Customer Answer

  Date: 08/28/2025

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ****** *******

• Initial Complaint

  Date:07/18/2025

  Type:Product 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.

  In an email dated 5/16/25, MonaLee said We have initiated the cancellation procedure for your project. We have processed a full refund of your deposit. Please allow up to 30 days for the refund to be issued. I followed up via voicemail on 6/19/25 wherein I was told they are working on it. On 6/20 I received an email asking for wiring information, which I provided on 6/24. A response email said well be in touch soon. I replied to this email on 7/8 asking where the funds were and was told in a response email sent the same day that they would follow up later this week with more of an update. I have not heard anything from them since then. On 7/14 I requested payment by 7/18 or I would proceed with next steps. I am currently owed over $10,000.

  Customer Answer

  Date: 07/29/2025

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 08/06/2025

  All remaining funds owed to the client have been successfully refunded. Additionally, we have implemented improvements to our internal processes to ensure a faster turnaround time for future refunds.

• Initial Complaint

  Date:06/19/2025

  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.

  I purchased Monalee Solar in Dec of 2024. Installation took place over several days. No issues. When I went to access my accounts for the components they sold me- specifically for the app for the Franklin ******* I found I had not been left the information to access the app. The installation company, a contractor, had failed to leave me the required paperwork and had failed to input my information as owner with ******** and they are still listed as owner. In addition the solar is covering less than 50% of my demand even with me purchasing multiple more panels then projected. After 100s of phone calls with Monalee, multiple emails to installers with the same name, endless ****** searches, I have had no resolution. There is no follow up with Monalee. The customer support was sending me the same articles I was googling.

  Business Response

  Date: 07/10/2025

  Monalee has acknowledge the concerns of the homeowner and has since establish communication with them. We will be walking through the monitoring portals, utility bills, and answer any outstanding questions they may have. We will ensure all concerns are addressed with them. Our contact info was provided to the consumer as well to ensure support can be accessed in the future. 

• Initial Complaint

  Date:06/05/2025

  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 signed up with mona lee solar company on august 14 2024 after delays the solar panels and equipment were installed the first week of november 2024 . **** *** filed with national grid for a smart meter after more delays and confusion they canceled the application for the smart meter.on or about january 23 national grid granted *** [permission to operate]. Icould not turn on my system because there was meter in the meter socket, **** *** told me to install jumbers in the meter socket instead of providing a production meter or smart meter i did not install them but national grid put them in. after they were installed i tried to start up the solar system but it did not work. I was told that there was a problem with a grounding issue on the inverter and a service tech would have to come out to fix. after waiting 6 or 7 weeks the service tech showed up and got the system running on march 19 2025 but it shut down april 5. the service tech came back april 18 and got it running but it shut down again april 19 . after many calls and texts a new company tech showed up unexpected to look at the problem , he said there was a problem with the inverter grounding out and would be back the next day to run some tests [showed up april 29] but did not come back or answer any phone calls or text. after many more calls and text to **** *** they do not respond to my problem and issues . I have made five payments to the finance company for the solar and do not want to make any more payments till my system is up and running without any problems **** *** also promised me a payment reimbursment on feb 6 that i have not received yet thanks for any help you can give me with this issue

  Customer Answer

  Date: 06/17/2025

  I have heard from the business  to my complaint.      they told me that they are going to send a check for the reimbursement promised in february plus other payments made while the system is not working.  ******* is my new case manager at **** *** who told me that every thing will be resolved with in one-two weeks [system up and working with no problems] plus payments     just have to wait to see how it works out

  Business Response

  Date: 06/24/2025

  Monalee has reached out to the customer and assigned a dedicated case manager to support them throughout the resolution process. We have already spoken with the customer regarding appropriate compensation and have committed to improving communication moving forward. We are actively working to resolve any outstanding system issues in a timely and thorough manner.

  Customer Answer

  Date: 06/27/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

• Initial Complaint

  Date:06/02/2025

  Type:Product 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.

  1. I signed the contract with Monalee Solar to install solar panels on October 11, ******. I've remitted them $16,523, including a $2,000 deposit & 50% payment of $14,523 by Nov. 12, 2024. 3. The contract was cancelled as mutually agreed on April 14, 2025, because they failed to get utility licenses to proceed with the project after a more than six-month delay.4. They emailed me to allow 30 days for the refund to be issued on April 18, 2025, but they failed to remit on time.5. They asked again on May 19, 2025, to extend the refund due date to May 29, 2025, and still broke their promise.6. After I escalated the complaint, ******* ****, Supervisor in Customer Experience, responded by email on May 30, 2025, and stated she was very sorry that my refund had been delayed. They tried not to provide exact dates for refunds as they could not guarantee when I would receive them. Thus, I got the conclusion that Monalee Solar is not a legitimate business. I was asked to wait in line when I requested a refund of my advance deposits. They kept deliberately delaying the process in the hope that I would give up. The only way to deal with such a self-proclaimed notorious fraud business is to make their bad record public so that other consumers will not be fooled.

  Business Response

  Date: 06/05/2025

  Monalee is fully committed to ensuring this homeowner receives their refund as soon as possible. Our refund process for cancellations is handled in the order they are received, and we want to reassure the customer that their refund is currently in queue. We intend to have this refund issued within the next week.

• Initial Complaint

  Date:05/25/2025

  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.

  We initiated this project to install solar panels in February 2025. They removed our tile roof and replaced it with a new roofing material and were supposed to install the panels and the tile roof around the panels. They stopped in March 2025 after the initial roof work because of permit issues. I got involved to replace the issues because the project wa sat a standstill. We were supposed to go live with solar on April 1st, 2025. Today is May 25, 2025, and still no work has been done in 3 months, even after I addressed and corrected the issues with permits with LADWP. No one replies with any urgency or escalation to many numerous emails and phone calls. I was embarrassed earlier this month when we held a formal party at our home and our roof looks like a disaster - Monalee was told many many times that I need this project completed by May 10th, 2025. They absolute do not care about us, their clients, at all. Very disrespectful. This is a very expensive investment for us and they have been a joke to deal with. Please help us get this project completed so we can move on. There are many more problems that have stemmed from this project that o have to deal with.

  Business Response

  Date: 06/05/2025

  We understand the concerns raised and want to assure that a dedicated case manager has been assigned to maintain clear and consistent communication throughout the remainder of the project. While there have been some delays with the electrical upgrade, we are actively taking steps to move the project forward. Monalee remains fully committed to completing the installation with urgency and delivering seamless customer service. 

• Initial Complaint

  Date:04/22/2025

  Type:Customer Service 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.

  They installed my solar panels in the wrong area of my roof not the southern exposure the front not enough panels they promised it would cover my electrical bill minus the 35 dollar hook up fee not even close when I call they never answer and if they do never call me back to explain or anything now I have a solar bill and electric bill 4 months old and I have called many times

  Business Response

  Date: 04/30/2025

  Monalee has spoken with the customer and has provided detailed information regarding their system performance and usage details. We have come to an agreeable resolution at this time as well as addressed the issues with communication. 

  Customer Answer

  Date: 05/03/2025

  [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.]
   We are going to give it a few months to see how my electric bill goes then do a reassessment of everything the communication is great now 
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:03/02/2025

  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.

  I have signed a contract to install MonaLee solar on 05/13/2024. After multiple follow-ups and delays the solar system has started on 11/04/2024. But we immediately noticed that the solar system was not connected to Enphase (Solar monitoring system) and immediately raised a ticket on 11/05/2024. I had to follow up multiple times with Monalee to resolve this issue. The customer service is the worst ever I have seen until now. Sometimes no one lifts the call it directly goes to voicemail and when someone lifts the call, then they say someone will call you for the resolution but nobody called me. This is wasting my personal time a lot.After so many follow-ups they said they updated the Enphase on 12/18/2024, but I am not able to see all panes on my Enphase monitoring system. I see only 9 panels out of 24 panels installed. I again raised a ticket on 12/18/2024 to resolve this issue. From then I keep calling them and following up with them many, many times and always same answer "we take customer issue very seriously, I completely understand your frustration and sincerely apologize for the delays you have experienced. We want to assure you that your concerns are being taken seriously, We will escalate this once again to ensure upper management is aware of your situation". I asked multiple times to connect with a higher management to talk or call me back. But nobody called me until now and customer service says we are connecting to a manager keep in line but manager never received my call.This is so frustrating for me, I cannot express in words. I told MonaLee has to pay my Loan installments untill I see all panels are working on Enphase. They paid for 2 months and no one is replying after that. This is so so frustrating to me and taking my personal time a lot. Actually I do not want this solar, they cannot fix the issue even with the newly installed solar and I am not confident about future issues. The customer service is the worst ever I have experienced so far.

  Business Response

  Date: 03/07/2025

  Monalee acknowledges the customer's concerns and regrets the delays they have experienced. We take customer satisfaction seriously and have been actively working to resolve the Enphase monitoring issue. While we have successfully completed part of the system update, we recognize that all panels are not yet visible on the monitoring platform. We remain committed to fully resolving the issue. We appreciate the customers patience and will continue working diligently to ensure their system is fully functional as intended.

  Customer Answer

  Date: 03/09/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  This is the standard response they gave me every time I contacted them. As per the agreement I have signed they did not fulfill the condition of providing 24/7 web-based monitoring for my solar system. I started paying my loan payment after they turned on the system. It is almost a year since I signed the agreement, still dont know if my solar system  fully working. This is really frustrating. Their customer service is the worst I have ever faced. I tried to contact them through three different ways, they never ever called me back until now. I sent them emails saying someone from Manager or above call me to talk, they never ever called me. I do not think they are serious about customer as well as solving this issue. I told **** *** they need to pay my monthly installments until they solve this issue as they did not fulfil providing 24/7 web-based monitoring for my solar system as per the agreement. I did not hear back on this. I am wasting lot of my personal time on this. If they can not solve the issue, they need to takeout the solar from roof and reimburse full amount. I do not trust them.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Manohar

   

   

  Business Response

  Date: 03/12/2025

  Monalee understands the customers continued frustration and sincerely regrets the delays in resolving the Enphase monitoring issue. We remain committed to ensuring the system functions as intended and have escalated this matter internally to prioritize a resolution. While we recognize past challenges in communication, we are taking steps to improve responsiveness and service. A new director is joining our team next week, and we are confident that this leadership will enhance our ability to address customer concerns more effectively. We appreciate the customers patience and will continue working to resolve this issue as quickly as possible.

  Customer Answer

  Date: 03/15/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I do not believe MonaLee response and I do not have confidence in them. This issue was identified several months ago, still they did not provide a date to resolve this issue. I really do not understand why is this taking so long. I do not believe they are putting their efforts to resolve this issue. I am regretting to buy their solar, I never expected this kind of customer service. I am really frustrated. I keep telling them they need to pay my monthly loan amount until they resolve this issue, they keep skipping this question. As I told in the previous complaint they did not fulfill providing 24 hr online monitoring service as per the contract. They violated the contract. I also asked them if they can not resolve this issue, they need take out the solar panels on my roof and give me full refund. I do not want to waste my personal time anymore on this. I strongly feel they may not solve this issue soon.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Manohar

   

   

• Initial Complaint

  Date:02/19/2025

  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.

  Solar system On 9/30/2024 Monalee subcontracted my solar system to be install by solar innovations , Monalee claim so far the system has been completed but system fail to past inspection, I have contacted Monalee varies ways to get this matter resolve but no one answers me at all , also the company that they provide me with a loan (mosaic) they claim that Monalee have receive payment because the job was completed witch has not ,I think they both have scam me and neither give me solutions to this problem

  Business Response

  Date: 03/03/2025

  Monalee acknowledges the customer's concerns and wants to assure both the customer and the ******************** that we are actively working on their project. The solar installation has been completed, and we are currently in the process of scheduling the required fire inspection, which is the next step toward project completion. We understand the customer's frustration and apologize for any delays in communication. Our team remains committed to resolving this matter as quickly as possible, and we will continue to provide updates as we move forward.

  Customer Answer

  Date: 03/04/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  **** *******

   

   

• Initial Complaint

  Date:02/17/2025

  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 paid over $60,000 to have solar installed May 2024. It hasnt worked properly from the beginning. I contacted Monalee immediately and got a generic email response. When I call they give me a generic response stating someone will call back. Fast forward it is February 2025 and still they will not fix the problems either my solar system.

  Business Response

  Date: 03/03/2025

  We acknowledge the customer's concerns and sincerely regret the delays they have experienced. The issue stems from a national stock shortage of the Tesla Powerwall 3 Wireless Metering Kit, which is beyond our control. We have actively searched for alternative solutions, including reaching out to other installers, but the part remains unavailable industry-wide. We understand the frustration this has caused and remain committed to resolving the issue as soon as possible. Our team will continue working closely with the customer to provide updates and explore potential solutions to ensure their system is fully operational.