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Business Profile

Solar Energy Contractors

BrightOps

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Solar Energy Contractors.

This business has 1 alert

Important information

  • Customer Complaint:
    BBB files indicate that this business has a pattern of complaints. Consumers report that solar panels are being installed on their homes and they are not operational for an extended period of time. In addition, consumers have also reported issues with discrepancies in the expected savings they were promised and the actual outcome of the output of their solar panels. On March 4, 2022, BBB submitted a written request to the company encouraging them to address the pattern of complaints.

    On March 21st, 2022, Bright Planet Solar replied to BBB's correspondence regarding the business's pattern of complaints. Their response is summarized below:
    1.) Daily inspection capacity has been ramped up from 50 to 150+ a day which will allow them to keep up with new installations.
    2.) Subcontractors who perform installations will be required to see the project through and pass the city inspection before handing it back to Bright Planet Solar.
    3.) Communication to customers will be more proactive, providing more frequent and transparent updates.
    4.) Proper expectations will be set at the point of sale and throughout the customer experience.

Complaints

Customer Complaints Summary

  • 99 total complaints in the last 3 years.
  • 31 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/07/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    account with the loan number ************ ?. I ?? I believe my bill is inaccurate because I have the solar panels installed, and in the month of August it was sunny and I got a bill for ****** and for the month of September it was ******. Solar Bright Planet told me that I was not going to be paying for electricity. I'm low income and cannot pay this bill for which I pay Solar Bright Planet ****** every month and I believe the electric bill is very high. Please help me with this matter. Thank you very much.We received your concern filed with us at GoodLeap on October 17, 2022. We have escalated this to our Installer Relations team for resolution. If needed, they may contact you for additional information. Should you require further assistance, you may reach our Consumer Complaints team at ******************************* or via the email address listed below.Sometimes solar companies tell customer they would not have to pay. This is also a very common thing. Your solar system is working and for what I was told is that you have overproduced in the past. You used a lot of electricity and in order to receive a credit you need to produce more than you use. Your production, that would need to be retrieved by Bright Planet, you should contact them, so you can have the history of your monthly production. I hope this information is help full. ******************* will need to get your generation reports for last couple months, August and September. Your system was working fine prior as you had low use, but last 2 bills your use spiked to level prior to her installing solar.. I would like to know whats going on? I would like to hear from someone as soon as possible. Thank you

    Business Response

    Date: 11/08/2022

    Hello *******,

    Thank you for bringing this to our attention. I was able to pull up your systems production on the Solaredge app and it does look like the system stopped communicating/producing on August 25th. We then received a customer requested service ticket on September 23rd. That means that the system didn't produce for about a month which explains the high utility bills you received. This is why we encourage customers to monitor their system at least once a week. Bright Planet Solar then responded to the service ticket by scheduling the site visit for September 26th. I did add some attachments and I will be giving you a call to go more in detail about them but this is so you can see the percentage of how much you have produced. 

    Customer Answer

    Date: 11/09/2022

     
    Complaint: 18370234

    I am rejecting this response because: we were not told that we had to be monitoring the system every week. Also if it stops communicating or not responding how is that our fault? 

    Sincerely,

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

    Business Response

    Date: 11/09/2022

    When you own the system it is your responsibility to monitor your own equipment. You are given access to the app on your phone, log in via a website, or look on the inverter Solar Edge to see the latest info on your equipment. You can also set up notifications to alert you if there is a problem. If you notice a problem or are alerted you then can call us to look into the issue.

    If you would have went with a lease or PPA agreement for example with Sunrun then you could have been monitored 24/7 and they will maintain the equipment and set up service calls on your behalf, but you do not own the system and if for any reason you sold your home you would have to get the new buyer to accept the agreement. 

    You and your sales rep with Apollo Energy (*****) worked out an ownership deal, you signed the agreement and we have upheld our end of that agreement. We stand ready to assist you for the duration of your warranties on your agreement. It is your responsibility to know what you signed up for, we do not make the choice for you on what product you purchase. 

    If you need a copy of your agreement I can have a copy sent to you. 

    Customer Answer

    Date: 11/10/2022

     
    Complaint: ********

    I am rejecting this response because: please send me a copy of the agreement. I also need information on the app to monitor the system since it wasnt provided to me and I was not told about it

    Sincerely,

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

  • Initial Complaint

    Date:10/12/2022

    Type:Order Issues
    Status:
    Answered
    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 need help. On 11/18/2021 I signed up with Bright Planet Solar with the expectation that I would save money by adding additional solar panels to my existing system. The sales associate informed me that I would have the system fully functioning and would start saving money within 90 days. The inspection failed for reasons unknown but I was told it would be an easy fix, to date, I have not been given a resolution and quite frankly do not want one. I purchased an electric car and was counting on charging it at home but thanks to the delay, I have had to charge at public charging stations. I also consulted with two different independent contractors about having a charging outlet installed for my vehicle and was told that the solar company should have upgraded my breaker box to support the charge of a vehicle. I requested mediation which I am entitle to based on their contract but it has gone un acknowledged. I hand wrote a two page letter explaining my frustration and asking that they remove the solar panels due to the unprofessionalism and inconsistencies they have shown. I mailed that letter to them on 7/14/2022 and they confirmed it was received but never acknowledged it. It is now nearing 12 months since I signed up with Bright Planet and it has been a total nightmare. Their people will come to our door stating they just need to do this or that to pass inspection but it is too little too late. I want the panels removed from my house. The bank advised me that they could cancel the $18,755 loan and just needed them to confirm. When I called Bright Planet Solar, they told me the bank could not cancel the loan so they are clearly lying. I was promised savings and have gotten nothing but headaches, an unnecessary credit inquiry and a nearly $20k loan that I have been paying for without working solar panels. They breached their contract by not holding to their promise of having my system operating within a reasonable time, they then dismiss my request for mediation.

    Business Response

    Date: 10/18/2022

    Thanks for bringing this to our attention. I will be reaching out to you myself here in the next 24 to 48 hours. I look forward to resolving this matter with you.

     

     

  • Initial Complaint

    Date:10/07/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    On April 28, 2022, I signed a contract with Bright Planet Solar to install a solar system on my roof. The system was installed on May 20th, it passed the inspection on June 9th by the City of *****. After 4 weeks and at least two phone calls to BPS, they finally got the inspection certificate and sent the connection request to PG&E on July 11. After hearing nothing from either BPS or PG&E, I called BPS again on September 13 and found that there had been some problem with the upload of the certificate. After two months of apparently doing nothing they reloaded the certificate only after I called. I called again on October 3 and found that PG&E had rejected the connection request on September 14. '***' said something about PG&E needing a city permit which BPS was having trouble locating. '***' promised to call the next day with an update, but like all previous promises from BPS customer service to call, this one was broken as well and I received no call. BPS has a history of doing nothing to keep the project moving forward unless I call and doing nothing to keep me informed of the status of the project, despite numerous requests (and promises to do so).

    Business Response

    Date: 10/07/2022

    *****, 

     

    I am looking into your account now and will be reaching out to you today. Be in touch shortly. 

    Customer Answer

    Date: 10/07/2022

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********.  They have contacted me by phone and promised the resolution I requested.  The problem has not been resolved yet and may take a few weeks to complete.

    Sincerely,

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

BrightOps is NOT a BBB Accredited Business.

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