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:06/26/2023

  Type:Order 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.

  6/13/23 - Panels are turned on 6/16/23 - I notify ****** that there appeared to be underproduction. ****** agrees (your panels are supposed to produce way more than that.). ****** writes to BPS: these panels are under producing if you may please send someone over to service his panels. BPS files a ticket & notes: I found that some of the panels aren't producing where they should be which is probably part of the reasonJune 22, no replies from BPS, i ask for an update. They reply: "All 35 panels are producing and communicating properly. Each panel has a different azimuth and different sun exposure. They will not all produce the same. There are no errors with the system nor underproducing aspects of this system due to product failure. If more production is needed there will either need to be more panels or some shade management."June 23, i note the data irregularities they are consistently producing 50% of the energy needed. ****** notes it seems to be the inverter and agrees there is bad data. We receive no reply from BPS.June 25th, I request from BPS some clarity on what they are seeing,and note the abnormalities in the data They reply there are no issues with the production of the system.There are no errors with the system nor underproducing aspects of this system due to product failure. If more production is needed we will either need to add more panels shade.. Please let us know so we can draft up a proposal for you. I find an article describing the exact issue. It notes "your problem is that the consumption CT (Current Transformer) has been installed backwards.They were presented with clear evidence of a malfunction and twice they attempted to sell me additional services. Anyone with basic common sense should have realized there was an issue with the data. Anyone with experience in solar panel installation should have recognized the issue. But BPS willfully ignored it and again attempted to sell me additional panels (fraud).

  Business Response

  Date: 06/26/2023

  Hey, 

  
  The customer has brought up valid concerns regarding the production of their panels. I'll be escalating their account immediately, and reaching out to them today to let them know I'm working on resolving the issue as quickly as possible. 
  
  Best,

  Trev

  Customer Answer

  Date: 06/26/2023

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

  Their team went out to service the system. They then notified me that they had resolved the issue. Four hours later, I looked at the app and the issue is not resolved.

  Additionally, their response does nothing to assure me that if there are issues in the future the company will be responsive, competent, and honest. After the initial experience, I have zero faith in their company.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 06/28/2023

  Hello, 
  
  We are actively working to resolve these issues reported. I'm in discussion with the Field about the next steps, and will keep the customer informed via our email thread. 

  -Trev

  Customer Answer

  Date: 06/30/2023

   
  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.

   

  They sent someone out and addressed the issue
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:05/31/2023

  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.

  On 3/24/22 We attended a zoom confrence with Matt S****. On June 16, 2022 we decied to move forward with the solar project at our house. We started working with Matt, signed the contract and waited for them to instal panels onto the roof. We recived some paperwork that asked for our banking information from Bright Solar. At which point I reached out to Matt and explained we could not fill that form out as they did not need our banking infomartion. We were told they sent the wrong form and that it did not need to be signed but not to worry everything was being done and that we were all set. 9/21/22 Bright Solar came and installed the solar pannels onto my roof. I was told everything would go very fast and I should be on within a month, A month came and went and I was worried so called the customer service number for bright Solar that Matt had given me. They informed me that the project was at the bulding inspectors and they where waiting on them but everything was fine. I called by 6-8 more times to be told something diffrent each time. I went down to the **** ** ********'s office and spoke with the building inspectors secratacry who knew nothing about my project. I called Matt who infomred me this was because proper paperwork was not signed. The paerwork that they gave was wrong so they had done nothing while telling me everything was done. No one called me to ask to sign diffrent paperwork they did nothing. I recived the proper paperwork and signed, still the solar pannels are off. They have sat for almost a year. Everytime we are told a date they will be on something happens. My solar panels have almost a year causing the value to go down. I was told I would not be paying solar and electric together..and I am. They have reinbursed me two months for my electric bill..not for wear and tear of solar pannels sitting unsued for almost a year..and they are still not on. I have 0 confidence Bright solar will finish the job. Happy to sumbit more proof if need be.

  Business Response

  Date: 05/31/2023

  Hello, 

  It is typical for the solar process to take this long, however there are some issues with this account that upon further investigation should not have happened. I will reach out to this customer to see what we can do to resolve their concerns. 

  -Trev

  Customer Answer

  Date: 05/31/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The Bright Planet Solar's response is simply that they will reach out. I have received an email, and responded. I attached this email to this case for documentation. As the email states we are waitng for a plan from Bright Planet Solar to resolve complaint and complete installation.
  
  
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 06/01/2023

  I have communicated with the customer and we have come to an agreement about the resolution of these issues.

   

  -Trev

• Initial Complaint

  Date:05/16/2023

  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.

  We had solar panels installed on August the 8th of 2022.We are still not up and running.Bright planet as made excuse after excuse as to why they have not hooked up solar.There was an issue with the electric panel ,but they said it was not a factor.We had an inspection on feb 7th 2022 but plans from bright planet did not match what the city had ,so whole process started again!!!We have emailed them and called them on numerous occasions and never get back to us or have another excuse.

  Business Response

  Date: 05/16/2023

  Hey, 

  It looks like the tie in method was changed after install, which is why it's taken us so long to get things turned around and pushed forward. Currently we're waiting on permits to come back, and then we'll be able to proceed with final inspection. 
  
  I will reach out to the customer to address their concerns directly. 

  -Trev

• Initial Complaint

  Date:05/08/2023

  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.

  Bright Planet Solar installed solar system at my late father's address more than 2 years ago, and the solar system has never been interconnected to the electric grid. They signed him up using technology he didn't know how to use. Now they claim that his roof was defective before the install. His roof now is leaking and his wife has to pay Bright Planet Solar between 7,000-8,000 dollars to remove and reinstall to repair a roof and they have yet to use the solar system to offset any energy costs to PG&E. During this process the installers lied and also made the excuse that my father was to blame for the delay because he was unresponsive to his email. He said bad things to me blaming my father who had died. The contract was for zero dollar installation until the solar system was connected to utilities, then payments to the ppa agreement. The roof began to leak this past winter during the storms in California more than 2 years after the documents ****** has on file.

  Business Response

  Date: 05/09/2023

  Hey, 
  
  It seems there may be a potential fraud cause here. I will investigate immediately and also reach out to the customer to address their concerns. 

  -Trev

• Initial Complaint

  Date:05/01/2023

  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.

  Panels/box were installed 10 months ago but are not yet operational. I have been emailing the company monthly for updates. Their responses have contained a lot of misinformation. What I now realize/piece together is that a city and/or power company inspection done shortly after the installation resulted in a long list of corrections that had to be made. I was told in March that everything was now good to go. But, now I am being told that none of the corrections have yet been made. In fact, it looks like they will never be able to get permission to operate with the box in its current location unless my neighbor makes extensive landscape and sprinkler changes in his yard (which he is obviously unwilling to do). Due to their many delays, lies, and poor technical skills I do not think this company will ever be able to get this system operational and may cause damage to my home in their bungled efforts.

  Business Response

  Date: 05/01/2023

  I will contact the field to make sure all work is addressed asap, and make sure you receive proper information about where we're at in the solar process. 
  
  -Trev

  Customer Answer

  Date: 05/02/2023

   
  
  Complaint: ********
  
  
  Telling his field office that they now '(after 10 months) need to start letting me know what is happening is a totally inadequate solution.
  
  
  
  

  Business Response

  Date: 05/03/2023

  I believe I spoke with the customer's wife yesterday over the phone. 

  I let them know we'd find another way to get their system turned on that didn't involve their neighbor's property. I spoke with the operations manager later and we discussed what other options we have to move forward here, and are arranging those now. 

   

  -Trev

• Initial Complaint

  Date:04/26/2023

  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.

  Panels were installed July 9th 2022 and today April 24 2023 they are still not working. He had call every week and they disconnected all the calls. We called the utility company and they are telling us everything is ready and done on their end. I can not even imagine spying 50k to this company and after almost a year we dont have anything done and we had pay every month. Im my entire life I never had any experience like this.

  Business Response

  Date: 04/26/2023

  Hey, 

  I'll reach out to this customer directly to resolve their concerns. The timeline on this project is confusing, so I will be investigating it further with the Field managers and the escalations department to get a resolution on this account. 

  -Trev

  Customer Answer

  Date: 05/10/2023

  Dear BBB,

   

  Panels were installed July 9th 2022 and today April 24 2023 they are still not working. He had to call  every week and they disconnected all the calls. We called the utility company and they are telling us everything is ready and done on their end. I can't even imagine paying 50k to this company and after almost a year we dont have anything done and we had to pay every month. In my entire life I never had any experience like this. After I submitted my first complaint a few weeks ago I had a call from someone in the company.... After a few weeks nothing was done and we are still in the same place as we did almost a year ago. Bright Planet Solar keeps telling us that there is an issue with some paperwork with the utility company, so we took the time to contact the utility company and they are telling us that there is not even an order submitted by this company for our address. I wish we can take sole legal action against this type of company that are just stealing from us.

   

  Sincerely,

  ****  ********

  Business Response

  Date: 05/10/2023

  Hey, I've already reached out to the customer about this issue. 

  We are waiting on a state inspector to give us the needed paperwork, which is why we haven't submitted anything to the utility company. I will follow up with the customer about their concerns and see what more we can do to address them. 

  -Trev

  Customer Answer

  Date: 05/11/2023

   
  Complaint: ********
  
  I am rejecting this response because: I will not accept any response until something gets done!!!! It has been a year since I made the biggest mistake of working with this company. The same excuse all the time. The inspector from the utility company came already months ago and they are telling us that is on your end that nothing gets done and resolve. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/17/2023

  Hey ****, 

  I'm working on a resolution, and I believe we're zeroing in on one soon. I understand you are beyond being patient at this point, but something is getting done. I'll reach out to you directly when I've received more information from our inspections department. 

   

  -Trev

• Initial Complaint

  Date:04/18/2023

  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 started this process last yr they installed panels in October 2022 and they r still not working I’ve had no contact with anyone and my rep Mario no longer responds to me I don’t know who to talk to or what to do I don’t even know if I want these panels or deal with this business anymore

  Business Response

  Date: 04/18/2023

  I've reached out to this customer to resolve their concerns. This job has been given a priority status and I'll keeping the customer updated until the project is PTO'd. 

   

  -Trev

• Initial Complaint

  Date:04/14/2023

  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.

  BPS installed solar panels on my property in January of 2023, but they have since been sitting on the roof and not connected to the electrical panel or turned on. Additionally, the installation broke multiple roof tiles and caused roof leaks at 3 separate locations. Multiple calls have been placed to customer support with promises of a call back, but as of today, April 13, 2023 the project has stalled, roof continue to leak, panels are not connected, and customer support is non-existent.

  Business Response

  Date: 04/14/2023

  I'll reach out to this customer today via phone to see what I can do to help resolve their concerns. It's very standard for solar systems to take a few months to get operational. I'll give a status update about where we're at with the solar process, and I'll also make sure we get the repair work scheduled asap. 

   

  -Trev

• Initial Complaint

  Date:04/05/2023

  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.

  Contract to install solar was signed back in August 2022, the installation was very fast but they never completed the job to be submitted for approval from the city to get the permits. I have called and messaged the sales rep that eventually stopped communicating with me. The solar company just gave me a round around. In November of 2022 I kept calling multiple times until they decided that they would finish the job, as a frustrated customer I did not want to do business with the company and asked to remove all solar panels as they had not completed the job. They refused and said they wouldnt remove them. It is March 2023 and the company has not contacted me anymore and still does not want to remove solar panels. I need assistance for them to remove the panels and terminate all contracts and contact with me

  Business Response

  Date: 04/05/2023

  Unfortunately, due to this customer being signed with ******, we are unable to remove these solar panels. Per the ****** contract, once a system is installed the client can no longer cancel. 

  Furthermore, it seems there were issues after install that we needed to fix that caused delays, and then when it came time to complete the work because we had all the necessary materials the customer no longer wanted to move forward with the system. At this point, the delays aren't being caused by us. 

  I will reach out to this client this week to see what I can do to resolve their concerns and come to a resolution. 

  -Trev

  Customer Answer

  Date: 04/06/2023

   
  Complaint: ********
  
  I am rejecting this response because:
  The system was installed since August of 2022! There was no communication from BPS until I started contacting them in December about the delay. Now we are in April, of course I do not want to move forward when the company lacks communication and does nothing to resolve the issue. A demand letter has been sent to BPS with my lawyer to remove the system as I do not want to do business with them. ****** has mentioned that any issues to go with BPS even if the contract is with them. 
  
  what customer would want to continue doing business with a company that did not contact them for months on the status of their solar system for inspection. That is very unprofessional - furthermore we are closer now to the year mark of this installation that was never completed. 
  

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

  Business Response

  Date: 04/07/2023

  I will keep an eye out for the demand letter. 

  I would still like to resolve your concerns and come to a solution, so you'll be hearing from me soon to get communication on that going. 

   

  Best,

  Trev

• Initial Complaint

  Date:03/30/2023

  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.

  BPS installed my system without obtaining a building permit. They filed for one, which was rejected (needing more info) and installed the system anyway. That was Jan 11, 2023.
  Since then BPS has been negligent in obtaining the permit and facilitating an inspection. MANY emails back and forth with no progress. We keep getting different information and always a different person responding.
  I have solar panels sitting on my roof for months, a loan that I am making payments on, for nothing. What a mess.

  Business Response

  Date: 03/30/2023

  As of yesterday 3/29 the permits have all been received. This account is currently in our inspection packet prep stage, which means that we're just making sure we have all necessary paperwork for the final inspection to be scheduled. At this time the account is on track and everything is moving at a normal pace. 

  -Trev

  Customer Answer

  Date: 04/01/2023

   
  
  Complaint: 19869713
  
  
  
  I am rejecting this response because:

  After 70+ days, I don't understand why BPS doesn't have their paperwork together.  All we are waiting on is the building permit.   I don't understand how, after 70+ days from install and 70+ days of back-and-forth with BPS, the Town, and us, the clients, you could possibly say that this project is "on track".   BPS failed to secure a building permit before working, the Contractor of Record on the permit had an expired registration with the state, and the permit sat at the town office for two weeks (if in fact what you say is true and it was picked up 3/29).   Inspection needs to be scheduled ASAP so the system can be turned on.  
  
  
  
  Sincerely,
  
  
  ***** **********

  Business Response

  Date: 04/03/2023

  I will reach out to the customer directly to resolve their concerns. 

  -Trev