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:09/27/2023

  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 Planet Solar installed solar panels on my house In Oct of last year. It took them until February of this year to pass the inspection. I am still waiting for them to have the system turned on. I have been in contact with them and Eversource. Eversource keeps telling me that they are waiting for paperwork. BPS insists that they have completed all the paperwork, and they are just waiting for the service to be turned on. BPS keeps giving me dates, that come and go, with no resolution. Eversource still says that they have not submitted all the paperwork. Eversource has given me a list of what's missing and I have forwarded it to BPS with still no resolution. It has been almost a year since the original install. I have been paying for this system for months with no benefit.

  Business Response

  Date: 09/29/2023

  Hey ****, 
  
  I'm sorry to hear about the complications with the solar process. I'll reach out to you directly to go over these issues with you, and I'll make sure we get a **************** for your project. 

   

  -Trev

  Customer Answer

  Date: 10/05/2023

   
  Complaint: 20662924
  
  I am rejecting this response because:

  A supervisor from Bright Planet Solar reached out to me, but only said he would follow up. I have heard they "will follow up on it" for a year now. I need this system active.

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

  Business Response

  Date: 10/05/2023

  Hello, 
  
  I've done more than just follow up, as I'm currently working with the interconnection department heads to figure out why there's such a large discrepancy between what the customer's utility company is telling them, and what we are telling them. Just following up would suggest that I haven't taken any active role in figuring out what's going on, which is incorrect. Answers take time to receive, and I'm doing my best to make sure we figure this out ASAP. 

  -Trev

  Customer Answer

  Date: 10/12/2023

   
  Complaint: 20662924
  
  I am rejecting this response because:
  

  Trev has reached out to me and offered to cover the first few payments on this system. He says that he is working to get the system turned on. However that is the same response I have been getting for a year now, and the system is still not active. It has been 2 weeks now and I have not received notice that the paperwork has been resubmitted. 

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

• Initial Complaint

  Date:09/14/2023

  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.

  Unauthorized solar panel installation ruined my roof, caused massive amount of fine fiberglass to enter home & cover home contents.Solar company has sent numerous person's out, none have addressed the problems correctly.. the **** system was drilled through the top of the roof, they have been looking from the ceiling to find problem.They only addressed 1/3 of the fallen fiberglass in the jome and left the back 2/3 untouched, yet full of fiberglass and concaving ceiling.Some of the 2" x 2"trusses on the roof were already compromised, which they drilled their mounts into. The stable trusses were also drilled into The roof had another ***** year life on it prior to having their bolts drilled into it.With lung cancer, or even not, the amount of fine fiberglass is intolerable. The cleaning crew they sent did not clean the upholstery, drapes or other fabric items.They left my home a health hazard and roof destroyed. Am asking for buy out; f home and contents.

  Customer Answer

  Date: 09/14/2023

  Today, Sept. 14, 2023, was told my home was finished and to meet a man sent from Bright Planet Solar. 

  Not one person bothered to look for the hole drilled thru the **** from the roof. All that were sent out looked for the hole thru the ceiling.

  Common sense would have them taking the screws out from the roof in the area I heard them drill thru, until they saw sunlight.

  I was told that as of today, "they were finished."

  The solar panels I didn't order with brackets are still on and screwed into the 2" x 2" trusses on my roof thru a CANVAS roof, which had another ***** of life span, a long with their equipment screwed into the side of my home. 

  In the high winds this area gets, and a compromised roof with "wings" - I can see a major disaster waiting to happen.

  The guys they send out with hats, long sleeves boots and long pants cannot feel the fiberglass. I can, esp. wearing short sleeves.

  The cleaners that were sent did not even touch any fabric furniture, (which was covered with satin/silk curtains after fiberglass was falling from the ceiling,) or  fabric items on the bed, nor clothes in the closet.

  This was left as it was when the cleaners came. 

  I am not unfamiliar with construction, and the lack of common sense in this matter is appealing.

  I want my home, roof and all, 4estored to as was condition, if all possible. 

  Business Response

  Date: 09/15/2023

  Hey *******, 
  
  I'm sorry to hear about the complications with the install of your solar system. Your account is currently escalated and being worked on by one of our trusted agents, Esper. I will speak with her concerning the details of the situation and reach out to you as well to see what else we can do to resolve the issue. 

  
  Best,

  Trev

  Customer Answer

  Date: 09/16/2023

  Esper has told me "it's time to go home."

  The cleaners they hired did not clean anything fabric, or fabric items covered with the satin curtains I used as an emergency covering for already fiberglass coated furniture.

  For 4 cleaners at 6 hours, they barely cleaned anything.

  There is still fiberglass, (very fine & very irritating,) all over my home.

  The painting company hired to Sheetrock my roof stole an error coin album and a box of error coins.

  Mu home, although I was too tired last night to switch hotels so I just changed it and came home... is still in inhabitable.

  Sending guys out to look for a hold drilled thru HVAC from the roof, but all persons sent were looking thru the ceiling.

  The hole is still in the heating duct work.

  I was told they repaired the heater. Wrong, and I didn't expect **** to.

  The solar panels, frames and equipment are still attached to my home, that I didn't order and don't want

  My roof had another ***** year life span, before holes were drilled into the 2, x 2" roof bearing members. (I was told they use 9/16 screws.)

  So, this issue is far from over.

  My home & everything in have been destroyed.

  Cleaners, cleaned me out of allot, but not cleaned. 

  Customer Answer

  Date: 09/18/2023

   
  Complaint: 20600050
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/20/2023

  Hey *******, 
  
  I will follow up with ***** and coordinate a resolution to make sure you're taken care of. 

  -Trev

• Initial Complaint

  Date:09/11/2023

  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.

  We were promised a referral fee from the representative with bright planet solar when we signed up back in April 2023. The panels installed in June 2023 and switched over from ****** to solar in august 2023. The Rep reassured me that the check was sent. Then he offered to pay out of his pocket if we didnt get it. Now we r getting no response .

  Business Response

  Date: 09/11/2023

  Hey *******, 
  
  I'm sorry to hear that your rep has been unresponsive. I'm going to reach out to you directly to go over this issue and help create a path to resolution. 

  -Trev

  Business Response

  Date: 10/05/2023

  This complaint has been resolved for all intents and purposes. 

  The customer's issues are not with Bright Planet Solar, but with the sales rep who works for a different sales company. I've explained to the customer that the rep will be sending them the $500 referral fee once they get paid. The rep previously explained to the customer how the referral bonus works, and explained that technically they're not eligible for one since they live in the same house that received the solar system. The rep is choosing to follow up on this bonus anyway and give the customer $500 out of their own pocket once they're paid. 

  Bright Planet Solar has done all they can to resolve the complaint at this time. 

  -Trev

  Customer Answer

  Date: 10/10/2023

  The sales rep. Has not paid the referral fee as promised. 

  Business Response

  Date: 10/10/2023

  Hello, 

  Ultimately this complaint doesn't have anything to do with Bright Planet Solar as a company. It has to do with the sales rep who works for ***********. I am, however, working with the sales rep to try and urge them to send the promised compensation in a timely manner. 

  -Trev

  Customer Answer

  Date: 10/15/2023

  The sales rep has been promising payment for a couple of months now. And no action is being taken. I would like a time frame .
  Complaint:*********
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 10/16/2023

  There is no timeline I can give the customer at this time. 
  there is nothing that BPS is liable for in this situation regardless. All I can do is follow up with the sales rep, which I have done. 

  -Trev

  Customer Answer

  Date: 10/19/2023

  Sales reps should know the system procedures and should not make empty promises just to make the sale. Even before the system was installed we tried to cancel the whole thing but the sales rep would not direct us to the right connection.  Not only did he tell me that he looked into a referral fee he reassured  it was sent out. Ive got the messages to support my accusations. I understand that bps is not responsible for this but shouldnt this be directed to someone who is?

• Initial Complaint

  Date:09/01/2023

  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.

  Bright planet solar is a sub contract for Sun Run solar. I started the solar process back in April of 2023. Bright planet solar has been to my home 5 different times to install the solar system. I was never shown the plans for the electric portion of the job. When I asked the crew was going to do all this work cut the outside walls move breakers install sub panels. Since the first time some came out I have be trying to get the issue resolved no one will call me back or answer text message. It is now September and my solar is still not done. The panels are installed on the roof. I have holes in my wall that I have temporarily patched.

  Business Response

  Date: 09/01/2023

  Hey Michael, 
  
  I'll be reaching out to you directly to resolve your concerns regarding the completion of the work. 

   

  Best,

  Trev

• Initial Complaint

  Date:08/30/2023

  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.

  When I agreed to go with solar the sales rep confirmed multiple times that I would be at 100% offset and I would not have an electric bill. (Have text and emails to prove so). After everything was said and done and the panels were installed it was only going to cover 33% of my electric bill. I have been going back and forth for 4 months with this company with no resolution. They offered me a 6k rebate if I were to keep the panels. Which means I would still have a 67% electric bill. The next offer was to add more panels to my roof that would only cover 82% of my electric bill. The solar is not set up yet and I am starting to get bills from the finance company. I asked them to cancel and remove the panels but they said no because I am in contract. This is a horrible company and would not recommend to anyone,

  Business Response

  Date: 08/30/2023

  Hello,

  This escalation is currently being handled by one of our Assistant Managers, *****. I will speak with them and assist with this case if needed. 

  -Trev

  Customer Answer

  Date: 08/30/2023

   
  Complaint: ********
  
  I am rejecting this response because: this has been going on for months. They offered ** rebate to keep the panels I have on which only covers 33% of my electric bill. The next offer was to put more panels on but it would only cover 82% of my electric bill. When I signed up I was guaranteed it would offset my electric bill and cover 105%. In the messages I have between the sales company I said multiple times that I did not want to go solar if it wouldnt offset my electric bill. This has been nothing but a disaster and to top it off I have to start paying for the solar or my credit will take a hit. Start paying for something that Im not using!!
  
  Sincerely,
  
  *******************

  Business Response

  Date: 08/31/2023

  Hey *****, 
  
  I will reach out to you directly to discuss this further. According to *************** didn't want BPS reaching out to you until your lawyer had contacted us so that's why I held off on contacting you directly. 

  You'll hear from me shortly. 
  
  -Trev

• Initial Complaint

  Date:08/24/2023

  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.

  My parents ******* and *********************** were defrauded by **********, SunRun and Bright Planet Solar. A solar system was installed but the contract was fraudulently obtained. Shortly after the system was installed, my parents roof began leaking which is when I found out about the system having been installed, which had no benefit to them so I reached out to SunRun which directed me to BPS. At this time after not being able to get a solution, I filed the first BBB complaint. At the time I was working with ************************* with Bright Planet Solar and after finding out my parents were defrauded, I threatened to call the police, **** requested time to investigate on his own and found the fraud to be legitimate, which was perpetuated by ***** with LGCY Power. Earlier this year, ****** drafted a contract to cancel the original contract and remove the solar system and return the roof to its original condition. After the solar system was removed, many broken tiles were found and I reached back out to BPS. 3-4 different crews were sent out to patch holes and repair tiles. This past Sunday, during a rainstorm, the roof began leaking from the original spot after the panels were installed as well as 2 additional locations, causing damage to the ceiling. I reached back out to BPS, who sent another person out who attempted to blame it on the roof needing to be replaced, even though the roof was inspected prior to installation of the panels by BPS or SunRun. My parents also told me that the man that came out, ******, smelled of alcohol. He only inspected the top of the roof, never went inside the attic and was very argumentative and unprofessional. I reached back out to BPS yesterday to request that he not return, and that we agree on a third party for the repairs of the roof. I have received the run around and supervisors not returning calls and mysteriously going on vacation. We simply want the roof leaks fixed and the drywall repaired. Very poor communication on BPS part.

  Business Response

  Date: 08/24/2023

  Hello, 

  I'll reach out to my Field experts immediately to get working on the roof and interior fixes for you. I'll reach out to you directly as well to address your concerns. 
  
  -Trev

• Initial Complaint

  Date:08/09/2023

  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.

  Started solar in March. Just now got it installed in June. Have had nothing but issue with the company and their customer service. Our project manager Elizabeth G hasn't responded to us. They broke multiple things at my home. Had to have another contractor come out to do the repairs. Once repairs were done we still haven't had anyone out here to complete final inspection. We were informed that we have to wait until contractor submits to them. The contractor has submitted this multiple times and was cc'd on the email. Per the contractor this is their 10th complaint with this company. We have had NOTHING but issues with this company and was informed that their is nothing they can do to help us because we are not a priority. I have reached out to legal council as well. They explained that I needed to file a complaint with you and with the construction bureau. I will be filing that next. I'm not someone who usually reports businesses, but the customer service we have received is not right. My husband works for the largest electrical power company in ******************* so he knows all that is to go on and how it is to work. The company submitted incorrect plans as well to the city and the city has requested multiple times to get the corrected ones. We were told they will handle it when they can. Not sure what to do and would like a third party to please help me out with this. Like I mentioned before legal council stated they will help after I have filed these as they see there are multiple items that should have been rectified. Any questions or if you need more information please reach out to me via email or phone number. I have multiple photos and videos. All of the construction and one of the contractor dancing on my roof taking his clothes off.

  Business Response

  Date: 08/10/2023

  Hey, 
  
  I apologize your experience with Bright Planet Solar has been difficult. I'm the Field Escalations Supervisor with Bright Planet Solar, and will be managing your case until all issues are resolved and a suitable solution is found. I'll be reaching out to you to further discuss your concerns and to see what I can do to help get things resolved. 

  Thank you for your patience. 
  
  Best,

  Trev

• Initial Complaint

  Date:07/28/2023

  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 got Solar put on my house August 2022 .I paid ********* for the solar .paid it off with refinance of house . They kept submitting paperwork wrong to ********************** .I told them several times whats wrong . They kept putting for1 electric account when there was 2 electric counts .finally got paperwork fixed 3 weeks ago ( almost 1 year ) . Electric company approved it. They scheduled an inspection appointment today July 28 , 2023 between 8-1 . Never showed up and never called . After calling them they said they would try to reschedule it . Took a day out of work . I am seeking any and all legal recourse in my rights . Hiring a lawyer by Monday or Tuesday the latest .I paid an electric bill for 1year an extra 6 months that I shouldnt have and if I didnt pay it off I would of had the solar panels to pay for also . They had to redo the wiring a ***** ago due to using the wrong size wiring ( their employees words not mine ). I want them to get the solar on and a partial refund due to all my wasted time due to the negligent service ..

  Business Response

  Date: 08/01/2023

  Hey *******, 

  I'm sorry to hear your experience has been unsatisfactory so far. I'll reach out to you tomorrow when I'm in the office again and we can discuss what compensation is possible/may look like. I'm also going to escalate your account to make sure it receives the highest priority in scheduling and field work possible. 

  Best,

  Trev

• Initial Complaint

  Date:07/24/2023

  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.

  We filed a complaint last October with BPS due to the fact that our system was only producing from less than half of the system. As a result we have noticed this started in mid August of 2022. They came out without our knowledge and supposedly fixed the system. I then notice ,only by monitoring the system myself, that there were a couple of panels were not working. I call BPS and they came to replace the panels, again we were told it should be all set. We have had to call them yet again later that month as the system was only producing half of the power that was monitores for the previous years, as we explained. BPS came out and said it was one of the inverters, schedule to replace it. The system worked for 4 days and then system was only producing with about half of the production. I asked to have them out when I was home so we can better understand what was happening. No call they showed up threw a couple switches and left This has continue since. Recently in the last couple of week they came out to replace the second inverter, as our system has two inverters , 79 Panels. I had also brought to their attention is that there has been a smell of melting plastic coming from the breaker box . They said it was all set . I have taken pictures of the events of the systems functions and have done my due diligence as a home owner and as a contractor. There is yet again, as I monitor the system, a problem. Leas than half of the system is producing. I feel we have a panel or connector problem. We have no more patience and will be seeking compensation which we have been denied for months .

  Business Response

  Date: 07/24/2023

  Hey *****, 

  Thank you for reaching out through the BBB. I will reach out to you today to go over the complaints you've brought up, and to see what I can do to help find a suitable resolution for the mentioned issues. 

  Best,

  Trev

• Initial Complaint

  Date:07/06/2023

  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.

  In or about October 2022, we contracted with Bright Planet Solar to have solar panels installed on our roof. BPS installed the panels in November 2022. It is now July 6, 2023, and the panels have not been turned on. BPS has repeatedly (1) failed to respond to inquiries about the status of our project; (2) dropped the ball (by their own admission), resulting in extensive delays; (3) given us assurances that something was going to happen by a certain date, and then nothing happens. We also incurred an additional cost to install a new electrical panel (which BPS was going to do but failed to), but BPS has given us no credit for that, even though they promised they would.We have had solar panels sitting uselessly on our roof for 9 months. When we told BPS to come remove the panels so we could go with a better solar company, BPS told us that we were out of luck and locked into a contract with them for 25 years. It simply is not the law that BPS can fail to perform under the contract and insist we are bound by it.

  Business Response

  Date: 07/06/2023

  Hello, 

  I completely understand your frustration and concern with BPS's ability to complete the job successfully. I am escalating your account now, and will be managing it going forward. I'll reach out to you directly so we can discuss your concerns and find an appropriate solution for this situation. 

  -Trev