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: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

• Initial Complaint

  Date:03/27/2023

  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.

  The entire process with BPS was an absolute disaster. They came out twice with incorrect system size information and had to leave. 3rd time they came out they still had the incorrect information but tech said they will put the panels up and come back to add a few more. Halfway through the day the crew tried to leave after drilling holes in my roof and not putting panels up. My roof was not even a year old and i had it replaced solely because i wanted to go solar. After finally getting the panels up, they sat on my roof for months before BPS scheduled an inspection. almost 3 full months. When the inspection finally happened the system failed because the most basic items weren't completed. I was told it would be 3-5 weeks before they came back out to correct the issues and do another inspection. This puts the total time from the first installation to the correcting of issues and reinspection at nearly 6 months. 6 months! and this is assuming it passes inspection and becomes operational! On top of all of this BPS was horrible to work with. Calling into the company is useless, their employees are hostile and they clearly could care less about getting the job completed. They are a volume at all costs operation at the expense of quality work and customer satisfaction. Every employee told me how backed up they were. I had crews driving up from New Jersey to do my installation in Connecticut. The guy who represented BPS for the city inspection also drove up from New Jersey. Worst decision i ever made was going with this company for my solar. No one else that i know with solar had anything but a pleasant experience and thats because they went with anyone but Bright Planet Solar. this company is an absolute ******** **** and an operational disaster.

  Business Response

  Date: 03/28/2023

  ******** concerns are valid. 

  I'll reach out to him to see what we can do to resolve these issues. As far as his account goes, his system was installed in January and is already at the final inspection stage in March, so it's moving along at a normal pace.

  -Trev

• Initial Complaint

  Date:03/21/2023

  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.

  They Istalled panels in October of 2021 the system never worked right we called wright away to tell them it was not working right after a year they came in Janury 23 and added more panels but the system is down and they keep telling me it's the Township but it's nut it's them, They will not get back with me and they lie all the time and i'm paying on this system and it's costing me more then before I got it.

  Business Response

  Date: 03/22/2023

  This customer's system has been turned on and operational since 11/17/21. A year into this production ************** informed us that he is not hitting peak production. We have installed additional panels at no cost to him, we have sent him $1,000 to compensate for his underproduction during the first year. We have had extensive conversations with ************** throughout this process. We are currently working on the inspection for the additional panels we installed and are getting ready to turn those on. At which point ************** will be hitting peak production. We will absolutely not be removing the panels or conduction a reroof. Thank you!

  Customer Answer

  Date: 03/28/2023

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

  I have called ********* Twp today and they said they failed with the paper work they sent in on February 17th and have not seen anything come in sense, and yes they sent us a $1000.00 dollors but the system is coating us $174.00 a month the the cost of the of the Electric bill that is the same before we got it,   I have madeknow less then 22 calls to them and never get anything out of it butthe team is working on it   WHAT TEAM

  Business Response

  Date: 03/29/2023

  The permits for the additional system we installed have been re-submitted and should be approved soon. Once approved we'll be able to get final inspection done and the new system will be up and running shortly after. At this point in time BPS has done more than enough to compensate for the under production of the first system, and we will not be offering any further financial compensation at this time. Since we are waiting on the permits for his new system, there's nothing else we can do to address his current system's underproduction. 

  -Trev

  Customer Answer

  Date: 03/30/2023

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

  This is another lie and it's funnny it;s the same thing you have  been telling me one the phone and the Township never gets the right INFO.

  Customer Answer

  Date: 04/27/2023

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

   

  BBB spoke directly with the consumer.  As of today 4/27 the Installation failed inspection.  The electrical portion is what failed.  The permits have been paid for 3xs.  Consumer wants to know when the panels will be working. 
  
  

  Business Response

  Date: 04/27/2023

  I will reach out to the customer directly to address their concerns. 
  
  -Trev

• Initial Complaint

  Date:03/16/2023

  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.

  Good day,I had solar panels installed at my home in August of 2022 that are still not functioning. I've called numerous times to Bright planet solar. Almost 7 months now of having these panels installed that are not generating power for my home. Please look into this and hopefully it doesn't happen again to someone else.Thank you. Sincerely, *************************

  Business Response

  Date: 03/17/2023

  This customer's complaints are understandable. 
  
  I will reach out to them directly to see what we can do to help resolve their concerns. 

  -Trev

• Initial Complaint

  Date:03/14/2023

  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.

  The solar panels have not been installed and yet the salesperson is telling me that I may be charged. Charged for a product that STILL has not been rendered? There has been nothing but delays since day 1. The salesperson was told from day 1 back in Sept/Oct 2022 what I would like as far as layout. He assured me it could be done. Installers finally came out in Feb. and I was told it could not be done the way the design was submitted to the city. After many phone calls and waiting for a response, I was finally told last week that it could not be the design on my patio cover the way it was promised. I want out!!! And yet now the salesperson is threatening me with having to pay since the loan was funded? What? The product was NEVER installed. I have called to speak to a supervisor only to be told they are in meetings after I told them my name. I do not trust this company any longer. Bright Planet Solar has been a nightmare. HELP!

  Business Response

  Date: 03/15/2023

  Thank you for the information.

  I will be reaching out to the customer straight away to resolve their concerns. They are not going to be charged as the installation has not been started and they can still back out until that point. I will also let them know what their options are from this point on are if they choose to move forward. And reset expectations with the length of the project.

  Respectfully,
  Chandler

  Customer Answer

  Date: 05/18/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  
  I am trying to get solar panels installed on my residential property. I currently have solar and needed additional panels. I have gone round and round with this company who does not speak within their own departments to know what is going on. I thought the issue was resolved and the installers showed up today with the wrong design. This is the third time trying to get installed. When I call no one knows anything and a manager will call me back. We start over again and again. Meanwhile I have wasted almost a year with this process. I am so frustrated and will continue to call managers since this should NEVER happen to others again, This company will go under within the next 10 years due to their lack of communication and knowledge.
  
  Sincerely,
  
  ******* ****** ********

  Business Response

  Date: 05/18/2023

  Hey, 
  
  I will follow up with the supervisor who initially responded to this complaint to see where we're at with the state of this project. Either he or I will reach out to the customer to follow up with them. 
  -Trev

• Initial Complaint

  Date:03/14/2023

  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.

  A man named Matt from a company called Harness Solar coax me into signing a solar contract promising me all the great incentives which was never honored or delivered- theres a law that protects elderly seniors from these predictors Im 82 and I wasnt sure What I was signing- I call the sales guy Matt to cancel this contact next day.. with in the 72 hr cancellation and he never confirmed my cancellation request- they disappeared and 9 month later Bright Planet called me claim the were going to take me to court to collect 28k that I owed them I told them to remove the incomplete solar panel that I had requested within the 24hr right to cancel They threaten me they were going to *** me- this solar company is a ripoff suckering vulnerable elderly to signing contacts to take our money for a service never delivered - please protect the vulnerable Im a stroke victim land cant go to any more stress I need this solved

  Customer Answer

  Date: 03/15/2023

  They pressured me to sign a contract for a solar system- I called and requested to cancel before 24hrs and 3 days before the 72hr cancellation deadline- they ignored my request and never called back until 9 months later demanding that we pay the $28k for a work never completed numerous times and they never replied back for almost a year.. threatening to take me to court

  I want them to remove the panels

  and void the contract 

  Business Response

  Date: 03/15/2023

  I will reach out to this customer to address their concerns. 

  Cancellation may not be an option, but I'll investigate the claims the customer has of cancelling within the policy limits and see what we can do to help them out. 
  
  Best,

  Trev

• Initial Complaint

  Date:03/02/2023

  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 home in October 2022. On November 13, 2022, the project failed city inspection. I was told that re-inspection would occur within 3-5 weeks. I have made weekly calls to Bright Planet Solar and Sunrun for any type of update for completion. Service Reps state that project managers have not response to any requests for information. I have asked that this issue be escalated and there they refuse to contact me. This project has been abandoned by Bright Planet Solar.

  Business Response

  Date: 03/02/2023

  We've had some complications sourcing the breaker needed for the inspection prep work. 
  I'll reach out to the homeowner and resolve their concerns and come to an appropriate resolution. 

   

  -Trev

• Initial Complaint

  Date:02/06/2023

  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 brought a solar panel system from Bright Panel Solar in May of 2022. The price of the system was ******. The information I was told regarding the time to start to finish was not correct. I was told that the construction time to unit operation was 6 weeks. It has been almost a year and my system is still not working. I have called the company and emailed the company on several occasions. Each time, an employee gave me a different story as to when my system would be turned on. The company also broke my previous solar system which cost my electric bill to skyrocket. I have asked the company to reimburse me for the cost incurred by they have not issued a refund. I have also asked that a refund of any payments made until my system is operational. I have not received a response. At this point, I would like to be compensated for the headache or I'd like a full refund to be issued.

  Business Response

  Date: 02/07/2023

  Hello, 

  I will reach out to this customer to address their concerns. We do not promise timelines on the start and end of the solar process, so I will help the customer understand where they're at in the process. I will also reach out to the Field to figure out what we're doing to get the customer's existing system operational. 

  Best,

  Trev

• Initial Complaint

  Date:02/06/2023

  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 hired bps to install a solar system that would produce enough energy that i would not have a sdge electric bill. it took them 4 mo to get it online and now that i can moniter the system it should be producing at least 14 kwh per day to break even. for the first 3 days its averaging 4.7 kwh per day thats a 75% shortage of what was told me . the system **sts me 104 per month. so now with solsr im paying 50 to 75 dollars more per month than if i didnt have solar. i want the *** to either remove the system from my roof or install enough panels foe it to produce 15 kwh per day which would be a break even. i dont believe this ** is ********* thay have no one in charge' i was forced to **ntact the buoilding **** and the elec ** because thay **uldnt tell them which system thay installed so sdge **uldnt approve it

  Business Response

  Date: 02/07/2023

  Hello ,

  This customer's concerns are being addressed through a site visit to their home on the 15th of this month. I will reach out as well to address any extra concerns or questions they may have so they are satisfied with the product. 

   

  Best,

  Trev