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:01/26/2024

  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.

  The amount of damage caused to my property

  Customer Answer

  Date: 02/06/2024

  They caused roof damage to my property from the installation of the panels which was noticed after the rain which then caused interior home damage water, insulation and drywall repairs.  Then on the inside of my garage they caused drywall damage which needed repairs. They also left a mess in my garage with nails and screws everywhere which then got into my daughters car where she parks then on the side of the home where they installed the panels and batteries they caused significant stucco damage, which needs to be repaired with stucco, patch and paint, I am requesting that everything gets reimbursed as I have paid for all the repairs out of my pocket. I do not want to associate with this business ever again again they sent out two of their own contractors that verified all the damages were caused by them, and whoever did the work did a terrible job, and now they are tryingto deny that any of the damage was caused by everything is so clearly caused by them and two of their own employees even verified it  

  Business Response

  Date: 02/06/2024

  Hey ******, 
  
  I'm sorry to hear your experience with us has been difficult. I will reach out to you directly to discuss your complaint and a resolution. 
  
  -Trev

• Initial Complaint

  Date:01/17/2024

  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.

  By far the worst experience I've ever had when dealing with a company that prides itself on being professional. Very, very dissatisfied with this company. Go through the whole process of an application, pull credit, and sign a contract in February, and then they fail to complete the process as it's January 16th, 2024.almost a complete year and have yet to have the panels turned on. This process should not take months to complete, Not to mention, how does a company install solar panels on your house without a permit as required per mass law? When I brought this up to their attention after speaking to the town permitting guy, they sent the installer back out to house to uninstall the solar panels. Then 2 weeks later had them come back to install the panels back on the roof. Are you kidding!!! very counterproductive in my opinion and shows they have no idea what they are doing, every time I call to get an update; I never get anywhere, just the run-around. They state it is pending with the town, but when I call the town, they are waiting on the company to complete the paperwork. Can this process just get completed already? It's obvious your customers don't come first and that you don't care about getting this process completed in a timely manner. I would never refer this company to anyone. Nothing but headaches. When is well this project me completed????????

  Business Response

  Date: 01/17/2024

  Thank you for reaching out to us. I will need to familiarize myself with your account. You will hear back from me within 48 hours or less.

   

  Customer Answer

  Date: 01/19/2024

  
  Complaint: ********
  
  I am rejecting this response because: the business stated it need time to review this case. Regards of needing more time. *** called, Ive emailed and asked for updates and only told. We are waiting. Waiting for what? The contract signed, panels are installed on the house, MassACA completed etc.. what are we waiting for????
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 01/22/2024

  I have attempted to reach out to you concerning your solar project and have not heard back. Our interconnection dept has been working on your application for PTO (Permission to Operate) with your utility company. Nov 10th they reached out to you to fill out your portion of the Mass ACA application, and we received it back and submitted it to the utility on 11/29. We cannot give you an exact ETA on when we will get PTO. The application process timeline with your utility is 3 to 5 months, this is a timeline we have no control over, but once we have PTO we will give you a call and walk you through turning on your system. 

  If you have any further questions please reach out to me and we will be happy to address them. 

  Business Response

  Date: 01/23/2024

  You are waiting on your utility company to process your application for PTO on your solar system, and as I have stated in the previous reply we do not control their timelines. Please remember you are dealing with several different government and state entities to get a solar system up and running, and we can only go as fast as they will let us. 

  If you want to talk please feel free to reach out to me, as when i have tried to make contact with you it has gone straight to VM. Sometimes phone system flag our number so it says spam risk so i am sure that might be why. 

  Customer Answer

  Date: 01/30/2024

  
  Complaint: ********
  
  I am rejecting this response because: I have no issues with my phone and receive calls all day. I have received calls from your department in the past, but have not received calls as suggested. I do understand that you work with our government and states entities. However, your sales representative stated that this process would only *********** months. Either he was lying to make the sale or he doesnt really understand the whole process and more training needs to be conducted. We were miss lead about the timeline. BLUF. Can the project be completed anytime soon? 
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 01/30/2024

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

  
  Complaint: ********
  
  I am rejecting this response because: I have no issues with my phone and receive calls all day. I have received calls from your department in the past, but have not received calls as suggested. I do understand that you work with our government and states entities. However, your sales representative stated that this process would only *********** months. Either he was lying to make the sale or he doesnt really understand the whole process and more training needs to be conducted. We were miss lead about the timeline. BLUF. Can the project be completed anytime soon? 
  
  Sincerely,
  
  *****************************
  
  

  Business Response

  Date: 01/31/2024

  ****, 

  I left you a voicemail, please feel free to return my call. As for us finishing the job we are essentially done, both of use are waiting on the *** approval from your utility company to arrive and we will be set. I cannot control that, but we do check on your account weekly for updates in their portal. 

   

   

• Initial Complaint

  Date:01/12/2024

  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.

  Solar panels installed 8/18/2023 and solar not on yet. Contacted *** *** ****** ***** and Bright Planet Solar about this.*** came inspected and gave a date for solar company to meet with them at our home and complete the work. Solar company says they werent contacted, but we know this wasnt true because we contacted them ourselves and our Salesman ******* contacted them also. They say now it will be another two or three months before the work is done. Its been 5 months already. Weve talked to them regularly and theyre very disrespectful and are constantly lying to us. We even had *** to contact them and they lied to them also. We need the work completed or remove the panels and restore my roof and Ill get a more professional solar company to do the work.

  Business Response

  Date: 01/23/2024

  *****, 

  Thank you for reaching out. As of 1/17 your GMA application was approved by ***, we have sent them payment and are awaiting on them to schedule the upgrade. I understand that this has taken a while to complete, because this upgrade was done with your utility company we cannot control their timelines and internal processes. However I will be reviewing your account and see if there is anything we could have done better and apply that going forward. 

  I will also be reaching out to you personally here in the next 48hrs, and address any other concerns you may have. 

   

   

• Initial Complaint

  Date:12/19/2023

  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.

  Bright Solar Panell installed my solar panels. Solar panel installed Feb 2023 inspection has failed twice and until now its has not been corrected. Ive called BPS Mult times almist weekly and still nothing happens. Last I called I spoke with a person name Emilio who refused to connect me to a manager/supervisor telling me nothing different will be said from what he is telling me. I asked a few times and was refused all those times. I even said Ive been paying 4 months on the solar loan and yet its still not up and running. Per Emilio it has nothing to do with them and I shouldve sure I understood before signing signing my loan contract. BPS hasnt not made any attempts to contact me for any update from the beginning, its always me having to call and be given different reasons. Up to now I still dont know whats happening. I dont even know if the panels on my roof will work or what not. It must be very dirty by now.

  Business Response

  Date: 12/19/2023

  I have received your complaint, and I will be reaching out to you in the next 24 hours to address it with you personally. I am just waiting on information from the field right now. If i cannot reach you via the phone I will leave you a message with my number and ext, along with an email.

   

• Initial Complaint

  Date:12/04/2023

  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.

  installation of panels was done in Oct. 2022 it has b1een over a year and it has taken way to long to get project finished. at first they said there was no permit for the separate garage on which the panels were installed but they were proven wrong, then the electricians took forever to install electrical. they saw cut the driveway and trenched side yard but called on the wrong permit that was not required for service upgrade. that inspector could not ok underground as it was for solor installation. it took months for company to get inspection completed and could not seem to meet inspector on the right date. the trench was left open for months which was a hardship as cars and required wheelchair had trouble navigating this open trench. after dirt was put back in the concrete took additional months to be installed. after finally getting inspection the inspector wanted electrical remove from a storage shed that had nothing to do with the solor installation ( hopefully not mentioned by solor company) to get solor finalled. tnal is now pending solor company to call for final for inspector to see electrical removed which has been done for weeks and now solor company don't want to call for iinspection unless we can prove to them that it's done. I don't know way they won't take are word for it as we hare been only honest and patient with them this whole time. by the wa my brother had solor installation completed in 4 day at his house during this time.

  Business Response

  Date: 12/05/2023

  Hey, 
  
  I'm sorry to hear for the difficulties you've experienced during the install process so far. I'm going to touch base with my field team to make sure we finish your project asap. I'll make sure every process is expedited from now until Permission to Operate is granted. I'll be reaching out to you directly as well so we can go over any other concerns or questions you may have.

  -Trev

• Initial Complaint

  Date:11/13/2023

  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.

  I have yet to receive valid answers to my inquiries that started as far back as Novemeber 2021. Nov 7, 2021.In 2021 I noticed I had been receiving bills with balances from ******** ****. After reviewing the history and comparing year over year, I noticed that in the past, the bills came in as negative balances. I am now noticing there are balances for similar or less usage. Can we please take a look to make sure the panels are performing properly and have not lost their ability to produce energy properly? There is something wrong. I would love an explanation as these have cost me alot of money along with roof repairs, tree removal and critter protection.I proceeded to follow up on the matter in Sept 2022.I would like to inquire about why I keep getting billed electricity when I have solar panals. When I first got the panals, ******** **** was paying ME about $170 per month and i had a payment towards my solar panals. In the last year or so, 3 people have moved out of my home but now I get a bill with a balance every month. I find this strange as I'm sure anyone would agree.I would like to know why. I asked before but never received a solid answer as to why I paid 30k just to receive electric bills when I was told the panals would pay for themselves So far it seems like I paid 30k just to put holes in my roof. Can we please explore options to make my purchase worth the price I paid? Is there a way to get around the electric bills? Can I add a battery or something so I can have a more self sustainable system without such need for the electric company.The math just does not make sense here and I'd like some help with this. If someone can please reach out, that would be much appreciated as I frankly feel duped and would not have gotten solar if someone told me these were the results. Already reached out to ******** **** as well as the financing company, whom I no longer owe. Also, RISE Engineering etc. They all directed me to Bright Planet Solar.

  Business Response

  Date: 11/13/2023

  Hey ********, 
  
  I absolutely understand your concern for the system installed on your home, and its issues with production. As well as investigating the issues on my own and with my Field team, I'll be reaching out to you directly to discuss the matter further to help figure out what's going on. 

  -Trev

  Customer Answer

  Date: 11/13/2023

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

  While I appreciate you reaching out. I have been working on this for years now and have been redirected to everyone except you guys. Everyone else directs me back to your team. I have even reached out to other solar companies I was told to reach out to by your team. I trusted you guys long before solar exploded into what is is today. I'd love your help to make this right. I'd love some answers and a complete resolution so I can actually benefit and enjoy having solar as I was promised. Thanks in advance for your help. However, until there is actual progress and legitimate resolution, I prefer to maintain this case open with the BBB in order to keep both sides accountable.
  

  Business Response

  Date: 11/13/2023

  Hey, 
  
  Absolutely understand the rejection. Let's keep the complaint open until we've confirmed all issues are resolved. 

  -Trev

  Customer Answer

  Date: 11/18/2023

  
  Complaint: ********
  
  I am rejecting this response in order to keep complaint open as a resolution has not been reached.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 12/06/2023

  ********'s main concern was that he wasn't producing as much energy as he thought he should. After investigating the issue with my team, we found that his system is producing within 90% of its promised production. Looking at the utility bills, we noticed that the cost for energy went up, as well as the customer's overall usage. So right now, we're looking into the costs for adding additional panels or a battery to see if ******** wants to go that route. 

  I'll have the numbers on that this week, and then I have to discuss all of it with the customer. I'd say we'll have a resolution on this situation within the next 2 weeks

• Initial Complaint

  Date:11/01/2023

  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 had my panels installed on October 23rd 2023 . Since then, I have not been able to use any of my kitchen appliances. I have to plug my refrigerator in my grandsons. Playroom my stove when you turn it on Doesn't heat up, but when you turn my stove on My dishwasher comes on. My microwave. Just the light flashes when you plug it in to an outlet in the other room and none of my appliances work in the kitchen.. This company is now trying to tell me It's my fault because of some electrical issues I have. I have absolutely no electrical issues. The only issue I have is I had one outlet in the kitchen that didn't work and that was non accessible anyway. I sent an email to the sales rap Dev almost daily for over a week now. And now he refuses to respond to my text messages. All I want is for my kitchen appliances to work. That's it, but unfortunately, I'm gonna have to get an attorney to deal with this situation Because nobody wants to talk to me. I either want this situation with my kitchen. I want my kitchen working either within the next few days or I want these panels gone. I don't think that's asking for too much.

  Business Response

  Date: 11/01/2023

  Hey, 
  
  I absolutely understand your frustration with your appliances not working. I'll reach out to you directly so we can further discuss, and I'll be communicating with the Field immediately to make sure we get this resolved. 

  -Trev

  Customer Answer

  Date: 11/02/2023

  I'm still waiting on a resolution. I was told someone would be coming to the house to fix the problem asap. As soon as I have a solution to my electric problem I will be satisfied. 

  Business Response

  Date: 11/02/2023

  Hello, 
  
  Still working with the field team to get someone out. I'll keep you updated via our email chain. 

  
  -Trev

  Customer Answer

  Date: 11/02/2023

  I had an electrician come to the house today. We went down and looked at the fuse. He said one of the fuses was bad and just Needed to be. exchanged. When your company was there, they had my husband go Buy A fuse an exchange the  fuse But they left before he got back and he had to put it in himself. You guys should be ashamed and disgusted with yourselves that you treat people like this. I have to pay for food eating out for my family of 6 for a week, and I've had the stress of dealing with this c*** when you guys haven't done your job.The day you installed the panels.. I didn't have power in my kitchen. You should have sent somebody back right away instead of calling me a liar and saying I had other issues with my kitchen appliances which I didn't. The electrician exchanged refuse and now my kitchen appliances work. There's nothing that's going to take away. The stress that you have caused me this past week. What it was totally unnecessary. All you had to do is come back And just check, that's all, but you obviously don't care about your quality of work Or your customers. But now we have the issue of the panels on the roof Which are causing my roof to sag I will definitely have someone Come look at my room too.

  Business Response

  Date: 11/03/2023

  Hey, 
  
  If the kitchen appliances are working again, then the issue the BBB complaint was submitted for is resolved. We can discuss your roof further in the email chain we have going. 

   

  -Trev

• Initial Complaint

  Date:10/31/2023

  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.

  lack of customer care or service

  Business Response

  Date: 11/01/2023

  Hey,

  I understand the customer's concerns with the solar process. This is an unusual situation. I'll reach out to the customer directly and work with them to resolve the issues. 
  
  -Trev

• Initial Complaint

  Date:10/20/2023

  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.

  Entered into a solar agreement with **** Solar (Sac CA) representative Brandon P***. It was not explained to me initially that **** was not actually the solar install company, yet only the sales company. Once the panels were placed on the home. Communication and assistance nearly haulted. 8.21.23 install started; was informed didnt have enough wire to complete, wrong disconnect box (however I rcvd an email congratulating my completion) 8.31.23 crew came back out to complete - was told would need to come back to finish again 9.5.23 crew showed w/ no appt to 'complete' was informed - needed to come back again had one more date and was informed 'completed' After several reach outs for information and answers i rcvd a text to contact the solar co and schedule my final inspection. I text as req to find out they were not ready for the final - this was on 09/25 on 10.19.23 I finally rcvd a call - they needed to come do addtl work. At this point i was told the process could be a 6-8 month process. I was told i could not be given any expected completion date. When i learned this i called Bright Planet and was told there are no ETA dates given. Other companies may be quicker but they DO not quote any completion expectations. Upon asking for any mngt contacts I might call i was told ":you will get the same answer' and ultimately hung up. A person can not be expected to have a home project such as Solar pending on their home for an UNDETERMINDED amount of time. It is 100% impossible to find anyone to communicate. At this point I am completely stuck, I have no recourse, I have No answers. This is not how business is done. My attempts to communicate with **** & Bright Planet Solar have no success. I was NOT represented correctly I wasn't aware of Bright Planet being in control of my project. As a consumer I have ZERO ability to get answers, to talk to anyone that will help me with answers. A formal complaint seems to be my only available action allowed at this time.

  Business Response

  Date: 10/24/2023

  Hey *****, 
  
  I apologize for the miscommunication with your solar project so far. I'll get in touch with management and make sure we're expediting the processes we have control over. I'll reach out to you directly as well so that we can go over your concerns and questions and help resolve those. 

  -Trev

  Customer Answer

  Date: 10/25/2023

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

  I will not accept this response as it appears it will close out the case.  The response from Bright Solar was made yesterday as of now I have yet to received any further communication from 'Trev".

  As stated in my complaint, as the consumer I have NO way to contact any one specific in regards to my project.  

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

  Business Response

  Date: 10/26/2023

  Hello, 
  
  I've reached out to the customer to initiate communication and begin resolving the issues. 

  -Trev

  Customer Answer

  Date: 11/02/2023

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

  I have received email communication from Trev with Bright Planet.  I would like to have some answers and expectations discussed before i agree to releasing the complaint. 

  I have responded to Trev's email. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:10/10/2023

  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.

  After being misled about how long an installation would take, I finally got my solar activated (more than 2 months late). BPS then tried to charge me for a main panel upgrade that was included for quoted price in the contract. Finally, less than 30 months after installation, the inverter has failed. I understand parts sometimes fail, but a service date a MONTH AFTER failure is unacceptable. BPS then suggested I contact the inverters manufacturer to see about getting my electrity paid for while waiting a MONTH for THEIR service department.

  Business Response

  Date: 10/10/2023

  Hello, 

  The solar system was installed in October of 2020, had an MPU installed in December of 2020, and was then turned on in January of 2021. That is the quickest turnaround time for a solar system with an MPU that I've ever seen. I apologize that you were mislead about the timeline of your project, but per the solar agreement you signed there is no specified date of completion for the work. In regards to the service ticket that was submitted for your inverter on the 4th, we've gotten the job scheduled for our soonest available date as your home is in one of our busiest warehouse locations. I'll notify the scheduling department to look for openings to see if we can get the job done sooner, if possible. 

  If you have any further questions, you can reach me at ******************************

  Best,

  Trev

  Customer Answer

  Date: 10/11/2023

   
  Complaint: 20714582
  
  I am rejecting this response because:

  If this area is one of the busiest then additional service personnel should be hired. The companys lack of planning for adequate service personnel is no excuse for having someone wait a month for repairs. If an earlier repair date is not available, the company should pay for the electric bill generated as a result of their poor planning.

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

  Business Response

  Date: 10/12/2023

  Hello, 
  
  I responded to this email via direct communication with the customer, and we're currently solving the issues there. I was able to get the customer scheduled for a sooner repair date, as this was one of their main concerns.  

  -Trev

  Customer Answer

  Date: 10/12/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to this complaint. I am withholding Further response pending actual service being completed.

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