Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/18/2024

  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.

  Brightops salesperson, **** ********** (aka ******** ********) both with phone number ************, under CALB #CA1020761, and HIS Registration number ****** inspected our home on 5-17-2024 located at ****************************************, and "sold" us a 25-year leased solar contract program. Our home currently has a 100amp main service and two interior sub panels located at either ends of the home. These were both inspected and photographed on no less than 5 occasions as part of the installation process. The panels and electronic equipment were installed on June 7, 2024. No electrical connections were made. This was scheduled for June 19, 2024. Upon arrival, the electrician advised that due to our sub-panels being located within the house (master bedroom closet) and garage, our walls would have to be cut open and wiring would be rerouted to a new breaker panel adjacent to the solar inverter. I said this was unacceptable and stopped the project. The salesperson's solution was to upgrade the main service to 200amps to avoid interior alterations. I accepted to this solution and agreed to move ****. After several months of waiting for PG&E scheduling and permits, the final appointment was scheduled for October 30, 2024. On October 30, a different electrician arrived to perform the main panel upgrade and connect the service. Before PG&E arrived to disconnect the service, the electrician questioned why he was upgrading from a 100amp to 125amp panel. I stopped the service and called the salesperson who claimed he knew nothing of the change. I requested the contract be terminated and the equipment be removed for breach of contract and no confidence in Brightops. All calls, text messages and emails to Brightops have gone unanswered to date.

  Business Response

  Date: 11/18/2024

  Thanks for reaching out, one of our agents will be giving you a call in the next 24 to 48 hours. 

• Initial Complaint

  Date:11/14/2024

  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.

  We had solar put on our first home in June 2024. We have since bought a second home, installed solar and it being commission on our second home, now in escrow for a month on our first home. it is November 12th. We have had to push back our closing date 3 times because of their poor communication, unprofessionalism and incompetency to completing this PTO. They are pawning off responsibility to the next tech and the company has been to our first home over 25 times now. First issue being an installation issue, then the battery, then technical issues. They dont communicate and have to start the process all over again. Their lack of reliability and horrible customer service will ultimately hold us up from selling our home.

  Business Response

  Date: 11/14/2024

  Thank you for reaching out. We will have someone reach out to your directly here in the next 24 to 48 hours as we research your account. 

  Customer Answer

  Date: 11/18/2024

  Since this company has taken this long to get their end settled it has pushed back our closing date and we are now having to pay $150/day that this has gone past that date. In order to not lose more money or even lose our seller this should be taken care of by the company as well.  Id like to reiterate this has been since June. The amount of times a technician has been to our home is extremely excessive.

  Customer Answer

  Date: 11/18/2024

  
  Complaint: ********
  
  I am rejecting this response because there has been incurred financial burdens since their last response to ensure that we keep our buyers that I feel your company should pay. 
  
  Sincerely,
  
  ******** ******

  Business Response

  Date: 11/18/2024

  We are sorry you feel that way, however you are not being charged for anything right now until your service it turned on. We will still be reaching out and working with you to get your system turned on. 

  Customer Answer

  Date: 11/21/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  After 6 months of waiting for this company to figure out the battery situation, figuring out the inverter problem, , updating systems, etc, having a handful of trouble shooting and different techs coming to figure out whats wrong, this has held up our closing by a week. This company has put us in a position that now, the lienholder (Everbright) is backed up against a wall because of how long BrightOps has taken to PTO our system. The fees Im talking about that should be the brightops responsibility is what we are having to pay our buyers of our house a daily fee bc we are late with our closing. We are essentially paying our buyers to wait so we dont lose them and fall out of escrow again because of this companys inability to finish on time. 6 months of pushing us off is unacceptable. There was no urgency when we were living there for the 4 months. 
  
  Sincerely,
  
  ******** ******

  Business Response

  Date: 11/22/2024

  We are sorry you feel this way, but this is a construction project so timelines can very. We spoke with ***** yesterday, and EVB is working with you on the Transfer now that your system is in service. 

  We wish you the best and good luck. 

• Initial Complaint

  Date:10/23/2024

  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.

  This company Bright Ops contracted employees to install solar panels on my home. During the process of installing the solar panels, they damaged my roof and subsequently rain water damaged my interior ceiling and walls. I got an estimate from a contractor to repair the damage to the interior of my home. Bright Ops refuses to pay for these repairs, stating that their employees can perform these repairs. I have no confidence in their employees, as they created this damage. I have requested that they authorize these repairs several times and they have refused to authorize the repairs to the interior of my home. They hire shoddy workman and refuse to have qualified contractor to make the repairs.

  Business Response

  Date: 10/23/2024

  Thank you for bringing this to our attention, we will be having someone reach out to you about this matter here within the next 48 hours. 

   

   

  Customer Answer

  Date: 10/30/2024

  This company reached out to me to authorize repair payment to my contractor. They requested that I send them the repair bill via email. 

• Initial Complaint

  Date:10/21/2024

  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.

  On March 9, 2024 we agreed to commence solar installation with this company. They said there would be a pre-inspection to make sure our roof would be sound. Fast-forward, after the installation was done, we discovered that a flashing and a vent were removed to accommodate their panel. This left our room compromised for leak when it rains. They refuse to repair it and now they want to charge a fee to remove the panel so the whole can be fixed. Shame on this company!!

  Business Response

  Date: 10/21/2024

  Mrs ******, 

  Thanks for reaching out. We understand your concern in this matter, however as we pointed out to you, we have not removed anything on your roof as seen in the site survey photos that I will attach here, showing that the vent in question was missing prior to our visit. We have no idea for how long or how it was removed or missing, but as you can see from the air it was missing before anyone from our team ever stepped foot on your roof. 

  We understand this is not welcome news for you, but we did nothing wrong here. We are happy to assist you in removing a panel so you can make repairs in accordance with the contract you signed, but ultimately it is your responsibility for the cost of the repairs for this matter. 

  Customer Answer

  Date: 10/23/2024

  
  Complaint: ********
  
  I am rejecting this response because: the pre inspection picture shows a missing vent cap only, the picture I am attaching shows how they left my roof after the solar panel installation. I went from a missing vent cap to an open section on my roof structure around said vent. Whatever they removed that surrounded that vent pipe must be replaced to restore my roof to its original integrity. Currently my roof is exposed, It needs to be repaired before it rains to avoid water getting under my roof and causing damage. But even for me to pay to fix it Bright Ops (the solar company) wants to charge me to remove the panel. All this and the panels are not operating yet!

  
  Sincerely,
  
  ********* ****

  Business Response

  Date: 10/30/2024

  From my understanding our team was at the home yesterday to address the vent like we talked about on the phone.

  I just called this morning and left you a message, please give me a call back. 

   

   

  Customer Answer

  Date: 11/03/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  The issue was on the roof and it seems to have been repaired.  Since I'm unable to clime up my two store house roof, no pictures were provided. I will have to take their word for it. Thank you Brad.
  
  Sincerely,
  
  ********* ****

• Initial Complaint

  Date:10/17/2024

  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.

  A year ago, the ****** ****** ***** ******* installed solar panels in my home at an approximate cost of $53,000. The panels are not working well. I call them but they do not respond and now I have to pay for the panels plus the electricity bill.

  Business Response

  Date: 10/17/2024

  Hello,

  Thank you for bringing this complaint to our attention. We will be in touch within 24-48 business hours to address this concern with you. 

  *******

• Initial Complaint

  Date:10/09/2024

  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.

  BrightOps installed solar panels around mid March 2024. This was done through a kind of lease fixed payment via *********, contact *** ******. ************, email - *********************** In ******** **** and Bright Ops filed, as they should, paperwork with City of ********* for approval. ********* didnt approve since the vendors installed too many panels and have yet to correct this or file an exception or whatever they do. Do here I sit, 7 months now after install and have receive only one email from BrightOps. *** has tried to do something but even he hasnt returned emails, etc. in months. This was to help the environment, save energy, and provide a fixed amount per month, with a modest built in adjustment for some years. They received the federal and any other rebates so I was not out of pocket up front. I was ok with that given the length of payback, etc. on an upfront investment. They have received value. I have had only anxiety and frustration. ***** ********* at ***************** is well aware of this. ************ Thank you. I am also going to file a complaint with the State of ********************** and *** ***** ******** as appropriate.

  Business Response

  Date: 10/09/2024

  Thank you for reaching out. Please give me 48 hours to get back to you and address this personally. I will be in touch soon. 

  Customer Answer

  Date: 10/09/2024

  Message reply to Mr. ******* ******** -

  Thank you and at least they have replied to you so quickly. I only received one (1) email from them, via a person named ******** on August 31. I replied to said message asking for regular updates and there has been nothing since then. So, I can hope you would agree that my skepticism remains high and my trust in this firm doing anything, is low. Their BrightOps group here, located I believe in ******, ** has never contacted me.

  At this juncture, and since they received financial gain and benefit from this, including *********** ***** ******* *** ******, I believe it is only fair to have them remove all of this and repair and replace roof and wall, etc. in original condition. I don't want any part of this since they have failed on all counts.

  I thank you sir for your help and will wait to hear what they might have to say.

  With respect.

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

   

   

  Customer Answer

  Date: 10/12/2024

  
  Complaint: ********
  
  I am rejecting this response because: see attached document. BBB was very responsive. However, BrightOps, hasnt, to my knowledge, replied via the ~48 hours they committed to BBB to reply following their investigating this further. 
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 10/15/2024

  ******, 

  I have called you 3 times, Thursday, Friday, and Monday to address the concerns with you, and all 3 times it went directly to VM. I left a messages, so please give me a call, we are eager to work this out. 

   

  Thanks, 

  Customer Answer

  Date: 10/15/2024

  
  Complaint: ********
  
  I am rejecting this response because: I have not received any called to the only phone number I have: ***********. Nor has there been any voicemails left for me. I have been available. It may be smarter to provide me a number that you or someone from BrightOps is calling from and I can call you. I check messages regularly and again, there have been no voicemails whatsoever. You can also email me at ********************* and we can arrange a time to speak. I am PST (CA) time zone. Or you can text me indicating me that you are texting from your firm and I can then call you back.  
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 10/15/2024

  I will send you an email with my number in it, and we can get this resolved. 

  Customer Answer

  Date: 10/15/2024

  See attached photo of email I just sent to BrightOps. I am also on hold now so you know.

   

  thank you, ****** ********

• Initial Complaint

  Date:10/02/2024

  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.

  Company installed solar panels on roof which resulted in a leak directly below the installed solar panels. Company admitted that the leak was caused by solar installation. Company installed a temporary patch on the roof that was extremely inadequate. Roof continued to leak. Company sent out another tech, who again confirmed that the roof leak was solar related. Company told me that they would remove panels and replace roof shingles and then reinstall panels. Company came and removed panels but did not schedule roofing contractor. Company now says they will not repair the roof because it is outside of the warranty period, despite never actually fixing the problem. The roof still leaks, a portion of the solar system is disconnected on the ground and the company will not respond with meaningful action.

  Business Response

  Date: 10/02/2024

  ********, 

   

  We appreciate you voicing your concern here, and though you are not aware we have already been discussing your case internally and will be reaching out to you today. We will be making repairs and getting that pushed forward, we apologize for the miscommunication on this specific issue with you. 

   

  Be in touch soon, 

• Initial Complaint

  Date:09/19/2024

  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.

  My complaint and issue is that I had agreed to have solar panels installed on my house over a year ago. This process has extremely annoying and troublesome. The panels still today do not operate and Im at the point that I want them removed. ********** is also another issue which I will file another complaint right now

  Business Response

  Date: 09/19/2024

  Thank you for reaching out. We will be contacting you in the next 24 to 48 business hours as we identity your account and look at the status of the project. 

• Initial Complaint

  Date:08/23/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bright Planet Solar is a company that provides solar panels in our area. We initially inquired about solar in August of 2022. We had a sales person come to our door and this is how we found Bright Planet. Our installation took place in September 2022. And with a loan of $70,000 our first payment was made in January 2023. Our solar was suppose to be up and running by the time we made our first payment and it was not. They were not fully operational until June of 2023. They would not compensate as anything as they kept blaming the city for the delay but when I reached out to the city they were waiting for info from them. In August 2023 our system stopped working. It took them a month to get it fixed. The first time they were suppose to come out, no one showed, we had to call to see where they were and they had no one scheduled for that day and didn't bother to call and tell us. When the did come out they didn't have the part to fix it so had to come a third time. That time they had the wrong part and had to come a 4th time. Again in November 2023 we had another issue with the panels not producing what they should be. Again after several no shows, wrong parts and other issues it took about 4 months to get it fixed. Because our electric bill came on a yearly basis once we got the solar, we were told if we ended up with a bill at the end of the year they would compensate for it. So in June 2024 when we got a bill for almost $400 I reached out. We were then told they don't compensate electric bills but can do solar payments, so submitted bills for the time it was down. They agreed to compensate 2 months of bills, which came to about the amount of our electric bill. Was told July 29th we would get it in ***** business days. Called today August 23rd and he hasn't even been sent. They claim they are sending it, but we shall see. People need to be warned about this company.

  Business Response

  Date: 08/26/2024

  Thank you for reaching out to us and expressing your concerns. 

  We have sent the recent payment task to our accounting **** on 8/23. These payments get sent out weekly, so you will receive tracking info later this week once it is complete. 

  To address the timelines, We do not promise a timeline as there are outside factors that we cannot control (AHJs, Utility companies, Ect), we can give an estimate, but that is just an educated guess based on overall projects in a given area.

  When you apply for a construction / home improvement loan which in your case was Goodleap, payments begin in ************************************************ not. This is very typical with most banks and lenders, and was spelled out in your loan agreement with them. 

  Customer Answer

  Date: 08/26/2024

  Is there a way to extend the time frame as to whether we are satisfied or not? I don't want to give an answer until we receive the check as I don't trust them to actually send it which is what ultimately made my decision to file this complaint because they do not follow through on what they say.

  Customer Answer

  Date: 08/28/2024

   
  Complaint: 22187984
  
  I am rejecting this response because:

  I feel as though they are just trying to make excuses for the things they can cover up and look over all the other issues. They claim it was within normal timelines, which is fine, but that doesn't address them not handling things on their end. Just as the back up with the city which was on them for not paying the city. I can send proof of that email from the city if need be. They also didn't address all the times they either didn't show up, didn't actually schedule someone to come out, or them have the wrong parts. Also I have an email from July when I reached out about reimbursement originally, where I got a different response from their team than what I have been told for the past year. Also them saying then they were sending the check and it didn't get sent until I followed up. As well as having to follow up many times to even get a response in the first place. I did finally receive the check for the 2 months they are covering, but honestly i feel like they are just trying to do the bare minimum and not actually address the issues where they messed up. If I hadn't be so persistent on things, I honestly don't think they would have done anything and to be honest I am sick of having to follow up with them over and over again. I just want other people to be forewarned before choosing to do business with them.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 08/29/2024

  I understand construction can be frustrating, and I am sorry you felt like you had a bad experience. We do our best to resolve all issues as fast as possible, we have processes in place like all companies, and address them in order to insure all our customers are needs are addressed. Please have a wonderful day, and if you need anything in the future we will be here to assist you. 

  Customer Answer

  Date: 08/29/2024

   
  Complaint: 22187984
  
  I am rejecting this response because:

  I didn't feel I had a bad experience, I did have a bad experience and still am. And if doing your best to resolve issues is not showing up to appointments you make and not having the correct parts, and the customer constantly having to follow up to get any sort of resolution, you may need to reevaluate your processes because clearly they are not working.

  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/19/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My complaint is against Everbright solar systems, Bright Ops installation contractor and SCE. I had my solar panels installed about three months ago. I called Everbright twice to fix some problems that were causing me not to get any energy credit on my bills. After two corrections I did get an $80 credit on my SCE bill, but the following month I got a bill from SCE for $404. Which would be what I would normally pay without solar panels. I called again and they sent a bright ops technician out to check it. He tells me that it is a problem with SCE. Even though my battery is storing all my solar energy , I am not getting credit because it is going to SCE to use. I have tried to contact SCE but cant get to speak to a real person. I tried going to the local office, but it is just a heavy equipment yard. In the meantime, I am paying $158 a month to Ever Bright for the rental of the solar panels That are not giving me any solar credit.

  Business Response

  Date: 08/19/2024

  Hello, 
  
  I'm sorry for the complications you're having with your solar system so far. Although I do believe the issue may lie with SCE, I will see if there isn't anything we can do on our end/help we can offer to make this easier for you. 
  
  I'll reach out to you shortly so you have direct contact with someone at Bright Ops. 

  -Trev