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:02/14/2025

  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.

  First and foremost, **** *** IS NOT a solar company. They are. Marketing company that contracts with partner solar companies. Ive been dealing with panel outages since the inception of my contract. There were numerous delays and permit issues. They only send one unlicensed installer to install solar. Despite me stating the wiring has been an issue since inception, which is confirmed by several of their partner installers they have ignored this detail. I have had several microinverters fail, which even the manufacturer states is highly unusual They insisted that they had installed a component in my system, which was a part of the contract, which wasnt installed. This has to be independently confirmed. While this was fixed, it was several months delay. They had to send out another contractor to fix my electrical panel after the very poor installation. There are far too many communications to upload, but all of this has been documented. Request: replace the solar system wiring in its entirety and take accountability for the multiple failures of the system.

  Business Response

  Date: 02/21/2025

  Monalee acknowledges the customer's concerns and agrees to the requested resolution of replacing the solar system wiring. We are actively working on scheduling this work to ensure a comprehensive resolution. However, it is important to note that the majority of the system has been producing power since Permission to Operate (PTO), with only one microinverter failing at a time. We remain committed to addressing any outstanding issues and ensuring the system functions as expected.

  Customer Answer

  Date: 02/21/2025

  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does marginally satisfymy issues and/or concerns in reference to complaint #********.  
  

  The company makes a significant mistake in saying only one panel has failed as presently 3 panels are failing  in the past at least two panels have failed. They have substantially ignored the fact that they are not a solar company and have glossed over the fact that that took several months to install the promised consumption meter and that several unlicensed individuals worked on my electrical panel  

  I understand that by choosing to accept the business response that my complaint will be closed as resolved as other than taking the recourse to a court of proper jurisdictiction this will be the best course of action for both of us as this becomes a permanent record of awareness to other consumers. 
  
  Regards,
  
  **** *****

• Initial Complaint

  Date:12/12/2024

  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 paid this company (**** ***) $22500 cash to install solar panel on my house. It has been 11 1/2 months now and the system is still not 100% operational. Their customer service is terrible- All they do is lied over and over again. At this point I am tired and will be handing over my case to my lawyers.

  Business Response

  Date: 12/17/2024

  We appreciate the opportunity to address the concerns raised by our customer. The ********************** system in question is fully operational and providing benefits, with the exception of one panel, which we are actively coordinating to repair. While we understand the customers frustration, the issue with the single panel represents a minimal impact on overall system performance, and the customer has been able to benefit from ********************** energy throughout this time. We take customer satisfaction seriously and are committed to resolving this matter promptly. Our team remains in communication with the customer to schedule the necessary repair and ensure their system operates at its full capacity.

• Initial Complaint

  Date:11/20/2024

  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.

  To date, we have paid $23,564.00 for a system that was supposed to be fully operational by August 1, 2024, a deadline that has not been met. Below is a summary of the key events that have led to this request for a refund:April 5, 2024: Paid deposit of $1,000 May 2, 2024: Submitted homeowners insurance documentation May 5, 2024: Signed necessary documents May 23, 2024: Missed installation appointment (no compensation for time lost)June 3, 2024: Rescheduled installation completed June 6, 2024: Paid $10,943.54 July 12, 2024: Followed up and discovered required photos were not sent to AEP August 30, 2024: Opened a trouble ticket; informed of a known Tesla system issue September 915, 2024: Repeated follow-ups with no response September 25, 2024: Submitted a new trouble ticket October 1618, 2024: Partial updates received, but contradictory instructions followed October 22, 2024: System inspection revealed hardware issues requiring additional review November 7, 2024: Partner confirmed the system is not functioning as designed (Tesla case #CI0125ECEB)November 19, 2024: Your email indicated no errors on your side and suggested we follow up with the utility November 19, 2024: **** *** customer service recommended waiting until weve been in our home for 12 months before adding panelswhy was this not communicated during purchase?

  Business Response

  Date: 11/21/2024

  Monalee has thoroughly reviewed the customer's concerns and determined that this is a case of over-consumption rather than a failure of the solar system. During the sales process, on a recorded line, the customer provided an annual usage estimate of ****** kWh, which was used to size the system. The system has produced ***** kWh in less than three months, aligning with its design specifications. The customer's significantly higher-than-expected energy consumption has led to their dissatisfaction, not any fault in the system itself. Monalee has fulfilled all contractual obligations, including installation and activation of a fully operational system, and there are no errors on our part. We have communicated this to the customer and consider the matter closed.
  

  Customer Answer

  Date: 11/25/2024

  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. 

  We must respectfully disagree with your conclusions and reiterate the unresolved issues impacting the systems effectiveness. Below, we address specific points from your reply, supported by documented evidence of performance shortfalls and contractual breaches.
  
  Performance and Output Shortfall
       
  While you assert that the system is performing according to its specifications, this claim is inconsistent with the actual data:
  The system has only produced ***** kWh in three months, far below the expected quarterly output of approximately *********** kWh (based on the estimated annual range). This indicates a shortfall of over 20%.
       
  Monthly energy costs remain unchanged, contrary to the promised savings during the sales process. This directly impacts the system's value proposition and customer satisfaction.
  
  Net Metering and Integration Failures
        It is concerning that utility bills do not reflect any credits or reductions, which suggests a failure in integrating the system with the net metering system:
        Neither Monalee nor the utility provider has provided an explanation for this lack of credits, raising questions about incomplete documentation, hardware compatibility, or installation errors.
        This unresolved issue further undermines the expected financial benefits and reflects an incomplete delivery of service.
  
  Missed Expectations and Communication Gaps
  
        The sales process and subsequent communication have fallen short of creating a transparent and satisfactory customer experience:
        The consumer was not informed that a full year of usage data would be required to assess performance, creating unrealistic expectations about immediate savings.
        Communication missteps during installation and troubleshooting caused delays and added financial strain, further compounding dissatisfaction.
  
  Contract Breach and Financial Impact
        Despite Monalees claim of fulfilling contractual obligations, the following points illustrate clear breaches:
        The system, fully paid for at $23,564.00, was expected to be operational and effective by August 1, 2024. However, ongoing performance issues persist, suggesting the system is neither fully operational nor meeting agreed-upon performance standards.
        The timeline reveals significant delays (e.g., missed installation appointments, repeated troubleshooting attempts) and contradictory instructions, resulting in financial and logistical burdens for the consumer.
  
  

   

  Business Response

  Date: 12/03/2024

  The customer's response reflects a fundamental misunderstanding of their systems production expectations. The estimated annual production of *********** kWh is for a 12-month period, not three months. The system has produced ***** kWh in just three months, demonstrating that it is performing as designed. The customers dissatisfaction stems from over-consumption, as their energy usage far exceeds the estimate they provided during the sales process on a recorded line. Monalee has fulfilled all contractual obligations, and there are no errors on our part. We have communicated this to the customer and consider the case closed.

  Customer Answer

  Date: 12/09/2024

  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. 

   

  Thank you for your response. However, there are several critical issues that remain unaddressed.

  
  No Impact on Electric Bill: Despite claims that the system is producing electricity, our electric bill has not changed at all since the system was installed. This clearly indicates that the system is not producing any electricity none whatsoever.

  
  Inaccurate Tesla App Readings: The Tesla app inaccurately claims that the system has produced enough energy to power our home for several years. This is misleading and inconsistent with the reality of our energy usage and billing.

  
  Unresolved Known Error: We were informed of a known error with the Tesla system, but this issue has never been addressed or resolved. No communication or follow-up has been provided regarding a solution.

  
  Utility Company & Solar System Misalignment: It appears there is a disconnect between our utility company and the solar system, which has also gone unaddressed. This issue has not been explained or resolved despite repeated attempts to seek clarification and support.

  
  Lack of Support & Accountability: **** *** has failed to provide any meaningful support or resolution. After collecting $24,000, there has been no accountability or willingness to investigate the cause of these issues. Instead, there has been an attempt to shift blame to the customer, which is unacceptable.

  
  We respectfully request an immediate and thorough investigation into why our system is not producing electricity, why our bill remains unchanged, and why the errors with the Tesla system and utility alignment have not been resolved. This situation is far from resolved, and we do not consider the case closed.

  [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:11/06/2024

  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 purchased solar panels, and they aren't working.two payment of $14,160.62 and deposit of $2,000

  Business Response

  Date: 11/15/2024

  We acknowledge the customer's concerns and want to assure the BBB that we are actively working to resolve the issue. The utility has requested specific labeling on the equipment before granting permission to operate. We have already ordered the required labels and are awaiting their arrival. Once received, we will promptly install them to ensure compliance and finalize the system's activation. We remain committed to maintaining clear communication until the matter is resolved.
  

  Customer Answer

  Date: 11/15/2024

  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:10/30/2024

  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 May 2024, we got some very competitive bids from several companies for roof and solar, we decided to go with **** ***. We signed a contract for a reroof and solar and paid our initial deposit of $2,000 on June 17th. We very quickly had a site survey, and **** *** obtained the permits to install by June 25th. We received an invoice for 50% deposit on July 1st. We paid the $20,853.13 deposit on July 3rd (total of $22,853.13). On July 17th, I asked when we were going to get a scheduled installation date because our roof is leaking. I received an excuse from customer service that they were working with the roofing installer to get an install date. July 29th, we got another excuse email saying that they are waiting on the roofing company. My power company, *********** charged my power bill $500 for as solar application. I complained that in the agreement **** *** was supposed to pay this. August 20th, I got a response back that the solar application fee had been paid by **** ***, and we received another excuse for when we will get installation. Sep 16th, customer service added an install **** *** email to the chain of excuse emails. September 24th, my wife sent an email, and we got an excuse that they were changing roofing partners. At 7:22 PM September 24th, we receive an email saying that **** *** was confirming that we are only doing a "partial" reroof. We sent a copy of the contract back to **** *** and reminded them our contract was for reroof quoted at $15,000. We have three new and current quotes from other companies for $15,600, $14,900, and $15,800. The highest quote we received on October 15th, 2024, for $17,800. On September 25, 2024, **** *** responded to us that they cannot do the roof for the original quoted price, and that a complete reroof would be $32,839.42. **** *** customer service agreed to refund our full deposit on September 25th. October 30th, after multiple emails and calls, we still have no refund and no roof.

  Business Response

  Date: 11/05/2024

  We appreciate the opportunity to address our customers concerns and sincerely apologize for the delay in processing their refund. We understand their frustration and are committed to honoring our agreement to refund the full deposit. Our team is actively working to complete this process as quickly as possible, and we are prioritizing this refund to ensure a prompt resolution. Thank you for your patience and understanding as we finalize this matter.

  Customer Answer

  Date: 11/06/2024

  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. 

  We have been waiting for a refund for 6 weeks. That is ample time to write a check and send it with a tracking number. In the contract **** *** requires payment in 5-7 days. Why would a refund take more than 6 weeks? **** *** has had ample time to issue us a refund, and this is simply another excuse to hold on to our money. We have been advised by the Attorney General that Sections ******* and
  *******, Florida Statutes, prescribe criminal penalties for contractors who refuse to perform work after accepting payment. **** *** is in violation of these Statutes. If our refund is not in our hand in 5-7 business days, we will move forward with filing a police report and pressing charges.

  Regards,

  ******

   

   

  Business Response

  Date: 11/15/2024

  Monalee acknowledges the customers concerns regarding their refund and appreciates their patience as we work through this matter. We are aware of the refund due and are actively processing it. A representative will reach out directly to the customer within the next few days to provide clarity on the timeline for payment. Monalee is committed to resolving this matter promptly and in good faith.
  

• Initial Complaint

  Date:10/28/2024

  Type:Product 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.

  Attached is the agreement: See page 25 for refund clause Attached: last email exchange with ******** ****** (customer experience manager)Monolee is a ********************** provider company. The agreement/contract is for customer to make a $1000 deposit which is fully refundable prior approving final scope of after site survey . I have made this deposit on August 18th 2024. Agreement signed via ******** on 8/15/2024 On early Sept, due to several reasons, I have decided to cancel this engagement and move forward with another Solar company. on Sept 12th, I reconfirmed my cancellation via email but continue to receive notification of this project from Monalee. Sept 19th --> The customer experience manager ******** ****** finally response to my email and acknowledged the cancellation request. At that time, the quote is "Please allow ***** days for the refund to be issued."Oct 22nd -> ******** responded after several emails from my side to follow-up with the refund. This time, her quote is "While we typically process refunds within 30 days, your refund is scheduled to be issued in March 2025 due to our standard processing timeline."from Cancellation (Sept 12th) to March 2025 -> it is 6 months and I am not confident that it will be refunded even on March 2025 I am not sure if this is legal to hold a customer deposit for 6 months!

  Business Response

  Date: 10/28/2024

  We appreciate the opportunity to address this concern. The customer's $1,000 deposit has already been refunded, and this action was completed prior to our receipt of this BBB complaint. Should further clarification or assistance be required, we are here to provide it. Thank you for bringing this to our attention.

  Customer Answer

  Date: 11/04/2024

  [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 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:10/24/2024

  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.

  Signed the contract over a year ago, installation was completed in February and I was final billedd because all inspections were passed which they in fact were not. After months of consistent calling and receiving no answers or progress towards a functioning system I am extremely frustrated. The was a period of several weeks when I couldnt even talk to a representative as they hired a third party to take calls. I called the building department and the last the received anything from **** *** was May. I called ********** and the last the recieved anything was June. I have wasted so much time trying to get them to do the right thing and finish the project. I have paid almost an entire year of electric bills that should have been covered by the energy produced by the system that I have paid in full for

  Business Response

  Date: 10/31/2024

  Monalee acknowledges Mr. ****** concerns and appreciates his patience as we work diligently to complete his project. We understand the frustration caused by delays and are actively working to address any/all outstanding issues with his project. Monalee has since fully staffed our customer service team and has remained available to respond to his calls and concerns. We value Mr. ****** as a customer and have also provided compensation for the delays he has experienced, demonstrating our commitment to resolving his project to his satisfaction as swiftly as possible.

  Customer Answer

  Date: 11/06/2024

  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 think **** *** is aware of the definition of swiftly. I have not received an update or any progress with my project (aside from their response here). The compensation only partially covers my electric bills that I still continue to pay, never mind the amount of time I have spent trying to get them to resolve this issue. 
  
  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,

  ****

   

   

  Business Response

  Date: 11/15/2024

  We sincerely apologize for the delays and understand the frustration caused by this situation. Monalee is actively working to bring your solar system to full operational status as swiftly as possible. Our team is coordinating with all necessary parties to address the outstanding issues, and we are committed to providing timely updates as we progress. We value your patience and are taking steps to ensure this matter is resolved to your satisfaction. If you have any additional concerns or require further clarification, please do not hesitate to reach out directly to our Customer Experience team.
  

• Initial Complaint

  Date:09/20/2024

  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.

  1 .Horrible communication you can never get a person to talk to, you only get a voicemail 2. They so far have no called / no showed 3 times, where my wife has taken time off for instillation 3. They installed 2 broken panels, they didn't say anything and tried to sneak it through inspections, later after finally getting a person on the phone they admitting to knowing broken panels were installed and finally ordered new ones.

  Business Response

  Date: 09/26/2024

  ******************** takes customer concerns very seriously, and we have actively worked to address this customer's issues. We have offered compensation for the days the customer took off work due to missed appointments, which were unintentional and regrettable. Regarding the panels, Monalee was aware of the damage, and replacements were already in progress when the customer contacted us. It is important to note that these panels would have been identified during the final inspection, and we had every intention of replacing them as part of our standard quality assurance process. We remain committed to seeing this project through to completion. 

  Customer Answer

  Date: 09/26/2024

  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. 

  To sit there and say they were being addressed and would have been called out in the final inspection is bogus. I only found out and reached out to **** *** because the inspector called it out. We failed an inspection. Which means **** *** scheduled the final inspection trying to sneak it through and pass at inspection. It failed on 9/17 and 9/24. Even "If" they they said it would be called out on 9/17 why did they try to get it passed on 9/24 without fixing the panels? 
  
  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,

  ******

   

   

  Business Response

  Date: 10/01/2024

  We acknowledge the customer's concerns and want to clarify that we have provided documentation of our communication with the vendor, showing that we reported the broken panels on the day of installation and immediately requested replacements. Our plan has always been to replace the panels on the day of the final inspection to streamline the process and avoid unnecessary trips, ensuring minimal disruption for the customer. **** *** is in active communication with the customer to move the project forward. 

  Customer Answer

  Date: 10/01/2024

  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. 

   

  If this was true, why did they schedule 3 different final inspections on 9.17, 9.20. and on 9.24 if they new about the failed panels and wanting them to get fixed. It makes no sense to continue to schedule final inspections (when you have not fixed the 2 broken panels). They may have tried to order 2 new panels but again where they truly going to install them (if the broken panels snuck through a final inspection)? 

  [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:09/16/2024

  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.

  Hi my name is ****** ******** we gave order with Mr ***** back in March 2024 . He promised that there will be federal rebate for ***** dollars. We never got rebate . We are holding five customers to install **** *** panels. I will ***** until I get federal rebate check.

  Business Response

  Date: 09/20/2024

  **** *** acknowledges the customers concerns regarding the federal tax credit. However, we would like to clarify that **** *** does not guarantee eligibility for the federal tax credit, as clearly stated in our contract: "for eligible homeowners." We encourage all customers to consult with a Certified Public Accountant (CPA) for guidance on their personal tax situation and eligibility for the Investment Tax Credit (ITC). **** *** remains committed to providing excellent service and looks forward to resolving any additional concerns the customer may have.

• Initial Complaint

  Date:09/13/2024

  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.

  Purchased solar from this company and there has been nothing but poor communication, constant delays, rescheduling, excuses, and poor performance by the installers. The project was delayed at least 4 or 5 times (I have lost count) due to various excuses. The total delay was at least 3 months. I have requested that the cost of electricity for those 3 months be reimbursed in full, given that if the panels were installed our bill would almost certainly be $0. We are living on the property but only in 400 square feet while construction is going on, and we're just not pulling that much power. Various employees have apologized and recognized that they are willing to reimburse me, and I got the insultingly low offer of $250. I denied it, and they increased it to $500. That's less than half what the reimbursement amount should be, given both the cost of project delays and the hassle, expense, time, and coordination I have had to go through to get this project completed. This company appears to be a marketing company and a broker, not an installer. It appears as though they subcontract the install. Huge regret going with this company unless they adjust my bill fairly to take off $1,500 or $2,000 for all the trouble. I doubt they will, however, based on my experience with them thus far.

  Business Response

  Date: 09/20/2024

  We acknowledge the customer's concerns and apologize for the inconveniences caused during the installation process. This project was unique due to the property being a new build, which required our team to return in multiple stages. We offered compensation to the customer to account for the delays, and while we understand their request for a higher reimbursement, we believe our offer of $500 is appropriate given the circumstances. We believe this resolution was fair and have addressed all concerns.