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:02/02/2023

  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.

  In April of 2022, I signed on to an agreement with Bright Planet Solar to install solar panels on my house. My contract was for 9.2kw of 23 panels to offset my electric by 106%, for a total cost of $47,447. Before installing, Bright Planet said the original amount of panels would not fit on my roof, so they offered a contract for 4kw of 10 panels to offset my electric by 45%, for a total cost of $20, 640. Right before my panels were installed I got a call saying we can fit all the panels afterall, so we're going with the bigger system. Even though my panels were installed in May 2022, my panels did not get turned on until September 2022 because Bright Planet kept missing the inspection dates with the city inspector, and they were required to be present. Due to their negligence, me losing out on all that summer sun generation already cost me tons of money. Since my panels being turned on in September, I have actually seen my electric bill rise. But since then has been the real concern. I have not saved any money, I am in fact paying more because now I'm paying a monthly loan on the panels, plus my giant electric bill. It seems Bright Planet installed the larger system to get over double the amount of money from me, knowing those many panels wouldn't produce because they'd be in areas of my roof that didn't get sun. I have contacted Bright Planet multiple times. Most often, they ignore my calls and emails. But when I do get a response, it is offering no resolve. In fact, I just recently got an email saying that they installed the smaller system so it's working just fine. When I know and have proof that they charged me for and I am paying for the larger system. I am uploading my agreements of the smaller & larger system as well as DWP bills, email from Bright Planet saying they used smaller system, loan statement showing I am paying for larger system. Please do let me know if you need more info. I am happy to provide. I am just sick over being scammed out of $47K.

  Business Response

  Date: 02/04/2023

  Hello, 

   

  This customer's concern lies mostly in what she's producing, and what she was promised she'd produce.

   

  I will investigate the discrepancies she is claiming exist between what she's paying for and what she has, and work with our internal departments to find a resolution that will satisfy the customer. 

  Best,

  Trev

  Customer Answer

  Date: 02/07/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and Trev has reached out to me to resolve the issue. I just got off the phone with him and feel he is in agreement that there is a problem on my property. He is now taking my concerns seriously and has launched an investigation into my situation. He is supposed to get back to me with options to remedy this problem and I look forward to resolving this matter directly with Bright Planet. So at this time I find that this resolution is satisfactory to me. Thank you so much for your help in getting someone to address my problems!

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

• Initial Complaint

  Date:01/30/2023

  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.

  This company installed solar panels on my house. Theyre contractually obligated to handle permits and all work involved in order to have the necessary approvals to turn on the panels. Yet they havent taken any of the needed steps with the ***** or LADWP in the last 3 months to make any progress. Theyre just sitting there and doing nothing and I, as the owner, have been doing all the work to obtain the permits now even though its their job and Ive paid them to do this work. Were paying both for LADWP bills and for the ***** panels at the same time at this point.

  Business Response

  Date: 02/15/2023

  Hello, this customer is probably unaware of the needed work for permits on their account, though I can understand their frustration. I will reach out to them directly to resolve their concerns, and I'll also make sure our permitting department stays on top of this job to ensure its success. 

   

  -Trev

  Customer Answer

  Date: 02/17/2023

   
  Complaint: 18953427
  
  I am rejecting this response because I'm fully aware of what steps needs to be taken to resolve this issue. I am the home owner, who shouldn't have to take matters into her own hands despite paying them to do this work. They are the business in charge of seeing through this project start to finish. It is not my job to call LADWP and LADBS daily to figure out why nothing has been done in the past 3 months and what the blocker is. Yet, I have made multiple calls to both entities to find out why our panels (that have been installed 3 months ago) are still not operating. And I found out there is a permit pending and this business hasn't taken any actions needed to resolve these issues and would have sat around forever if I hadn't gotten involved. Once I found out there are outstanding items they need to work on (yet haven't done so for months), I've contacted them 10+ times explaining what needed to be done. Every response I received was not only late, but showed more incompetency than imaginable. They fail to read an email and follow simple instructions. First step was to send someone to the house to move the shed in front of our electrical panel so it can be inspected. This is what I was told by LADWP. I told them they need to do this weeks ago and yet weeks later they still haven't done it. So I got fed up and moved the extremely heavy shed myself. I am 8 months pregnant. I shouldn't have to do physical work that can harm me or my baby. But if I don't I will continue to pay for the solar panels they installed even though they are not operating (but they should have been for the past 2+ months) and my LADWP bill all at the same time. So I did this and got the first inspection to pass without any help or initiative from them. Again, this is their job, not mine. Then the next step is to call LADBS to get the next permit approved. And yet again, despite my many emails explaining what needs to be done and asking them to do this, they haven't done a thing. They take 1-2 weeks to respond to me and the response I get is more useless than ever. So once again, I've been in contact with LADBS to handle this next inspection. I'm continuing to do their job despite the fact I paid them for this project. This is unacceptable. They have not delivered what they promised me and I want to be compensated for my time.

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

  Business Response

  Date: 02/22/2023

  Hello, 

  We have obtained all necessary permits and we have submitted all necessary paperwork to LADWP. We are expecting to have permission to turn on this solar system by 2/25/23. If any other obstacles arise, all paperwork and submittals will continue to be handled by Bright Planet Solar. We are unsure what "work" the consumer is referring to, as all paperwork has been handled by us. 

  Thank you,

  *******

  Customer Answer

  Date: 02/22/2023

   
  Complaint: 18953427
  
  Once again, this is 100% incorrect. I literally had a city inspector here at my house not more than an hour ago TODAY that gave me a list of corrections before they can issue the approval for the permit. So NO, we do NOT "have all the permits needed for this job" as this person thinks we do.. This is the perfect example of how this company is absolutely clueless on what's going on and me having to do their job to arrange for an inspector to be here, figure out what corrections need to be made and schedule a worker to do those corrections. All while the company says "everything is fine. we will start operating in 2 days". They have been doing this since November. Every time we get to their scheduled operation date, that date is pushed out 2 weeks because of the missing permits. And instead of doing the work to get those permits approved, they continue to sit around and say "oh, now the operation date is x** date" and fail to realize again and again there is a reason the operation date is getting pushed back, and that is because of their inability to obtain the permits.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 03/01/2023

  I will reach out to the customer directly to address her concerns. 

  It is true that sometimes there can be a disconnect between what a city may tell the customer, and the information we have readily available to give them. I will make sure that I have all information cleared up when I reach out to the homeowner, and be prepared to drive an appropriate resolution that will satisfy the customer's needs. 

  Best,

  Trev

• Initial Complaint

  Date:01/12/2023

  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.

  Our solar system installed in September 2022 as of this complaint our system has not been granted permission to operate (PTO). I contacted multiple employees of your, *****, *****, *****, ******** and ******. I also, reached out to my sales person *****************************, who has been the only one responding or providing any type of information follow-up. However, I feel that even he is receiving the run around. There appears to be an issue that was called out on October 3, 2022 for a Change request on the permit. Since this date nothing was done. The inspection still occurred and on November 2, was denied the final approval. Your representative (employee or subcontractor) stated the system didn't pass and all he needed to do was fix a minor wire and send a picture to the inspector to approve. Didn't make a lot of sense but "ok" if you say so. Never knew an inspector to accept a picture. Nothing, no call, no follow up has occurred even though I've reached out on numerous occasions for an update. Finally on December 29, 2022, I reached out to see where my PTO authorization letter was and why it's taking so long, knowing my system dial was in the "ON' position. On the 29th I spoke with ***** who was the first person to say there was an issue with the permit and no follow-up inspection was scheduled. My system was running without PTO and ***** instructed me to shut it down. Being a front line call taker she could only help me so far. I then get passed along like a potato to ******** who said he would look into it and contact me. He stated he spoke with someone and we will have a reinspection on January 5th because the permit issue had to be cleared up by the Dec 29th deadline. I have NEVER seen a company with an issue like this not take responsibility and man up that this project was oversighted with no regard to expedite the situation. I'm have been told so much bologna that I'm "over it". I am now subject to having excessive energy bills and owe my payment.

  Business Response

  Date: 01/12/2023

  Thank you for bringing this communication issue to our attention. I will be having a manager reach out to you today to provide you a specific update on your account and set up weekly call backs until it is resolved.

  We will be in touch shortly.

   

   

  Customer Answer

  Date: 02/01/2023

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

  I filed a claim previously regarding this issue and cant locate my claim number. On December 29th BPS stated that they made the necessary corrections and submitted them on January 3rd. I should have had my final approval and move forward to inspection by January 16th. That date came and went. I followed up again on January 31st and the ******************* stated they didnt receive any corrections until the date I called the 31st. Now my date is pushed back until February 16th. Im addition I found out they tied the new system to my existing system and when I shut off the new system because they left it running after the first failed inspection it shut all my solar down. Cant believe its taking 5 months and nothing approved to turn on the system. Worst company and the service is just as bad. My frustration is mounting and someone is lying. I want this system approved and running. Ive been nothing but lied to and out off.

   

  Finish the job; A percentage of the system refunded each week until its up and running plus make my payments for the loan I have and cant use the product.

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

  Business Response

  Date: 02/02/2023

  Hello,

  I will reach out to the customer today to address their concerns. It is common for permit ETA's to be pushed back as they really are just rough estimates. I'll follow up with the Field as well to make sure we are making this account a priority for re-inspection once the permits come back. 

   

  Best,

  ****

• Initial Complaint

  Date:01/09/2023

  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.

  Bright Planet botched our installation. They arrived without the correct solar panels. They said they would have to come back another day but would do the wiring. The first thing they did was drill through our ceiling. The workers told us that they hadn't seen pictures of our attic and therefore didn't know the length of the space between the roof and the ceiling. (They later said they DO have pictures of our attic, even though I have no recollection of them being in my attic. Either way: they drilled through our ceiling.) This left unsightly holes in our living room, which we had to repeatedly fight with them to correct. They sent over unprofessionals twice, who created ugly patches. Eventually, they sent a professional over. Meanwhile, the installation ran into its second day, which they had to stop because of the weather. They left the panels by the side of the house, blocking our walkway, then proceeded to mark the job as complete in their system. We then had to fight and repeatedly call them to get them to come back and finish the job. When the job was eventually finished on the third day, the job looked terrible. The panels appear to be sinking into a dent in our roof and the plastic railings stick out unevenly. Since then, I have been repeatedly requesting them to fix the aesthetic issues. They are mostly ignoring me and refuse to give direct names and contacts. They are trying to force a final inspection on me so that they no longer have to deal with the issue. They have sent people to my house to perform the inspection without informing me first or getting my consent. The aesthetic issues must be solved and they must respond adequately to me before we move forward. I feel they are trying to bulldoze me and scam me.

  Business Response

  Date: 01/18/2023

  Hello *********,

  I am really sorry to hear that the installation didn't happen as planned but thank you for bringing this to our attention. Based off of some emails I found I see that the holes in the ceiling have been corrected. Please let me know if they haven't so I can address that with our field team. As for the aesthetic issues, I did take a look at the photos you sent in and can definitely see what the issue is. Our account management has reached out to the field team regarding this but have not gotten a response. I will personally reach out to them and get a response for you. Please send us an email at ************************************ if the issues with the ceiling haven't been corrected or if you have any additional concerns, I will reach out shortly with the response from the field team.

   

  Thank you

  Customer Answer

  Date: 01/24/2023

   
  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--IF AN ONLY IF it occurs within a reasonable timeframe. I so far have not been contacted directly by Bright Planet in any attempt to rectify the issue. Further, the company is still trying to reschedule my inspection in order to pass the buck of the responsibility.

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

  Business Response

  Date: 05/05/2023

  I've followed up with this customer this morning. I've also reached out to the top field executives to make sure the remaining work is expedited. 

• Initial Complaint

  Date:12/28/2022

  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.

  On July 12th of this year, Bright Planet Solar installed a second set of solar panels on the roof of our home. Two weeks later (July 26th), these panels were paid for (~$7,500). The panels were installed incorrectly, both in terms of placement on the roof and of creating an additional electrical service. Over the past five-plus months, there have been a series of mistakes and oversights in respect to the approval process, such that the panels are still not operational. The current obstacle is that Bright Planet Solar did not properly label the outlets. Both I and our utility (*******************) are in constant communication with Bright Planet Solar, with little to show for it. We are seeking the Better Business Bureau's agency in getting the panels properly installed and approved, so that they can start generating electricity.

  Business Response

  Date: 01/04/2023

  Thanks for reaching out, your PTO application has been resubmitted with the corrections, and the current ETA is Jan 17th for approval. Someone from my team will be reaching out in the next 48 hours to get in touch with you.

   

   

• Initial Complaint

  Date:12/19/2022

  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 signed up for the installation/activation for the solar panel back in July of 2021. It is the end of 2022 and the solar panels are still not activated. Business is hard to get a hold of, lack of communication on scheduling, no online portal, no email confirmations, and I'm constantly having to call them for an update. Inspection team also claimed that they were unable to access the panels that was installed, however, I work from home and is home all day, not once did the inspection team ask to allow access to the panel and claim that there was no access to the panels. I've received less than 2 notifications on confirmations throughout the entire process from July 2021 to December 2022. I'm unsure when these panels will be activated and I've been making payment to them for a while now. I request that they either finish the job in a more timely manner or remove the panels and provide a full refund. I do not wish to wait 2-3 years for a project that was promised to be completed within half a year by the representative who signed me up for this panel service.

  Business Response

  Date: 12/20/2022

  *************, 

   

  I will have someone reach out to you today and your project and do weekly follows *** with you. This is unacceptable and you deserve better communication. 

   

  ****

• Initial Complaint

  Date:12/06/2022

  Type:Customer Service 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.

  - September 26th- 10am till 8pm system was installed except for the breaker at the house main panel.- October 7th- BPS electrician installed solar breaker.- October 8th- I noticed my pool pump was not running during it's normal schedule, I had no luck finding the issue so I called *** ************** October 10th- *** made a service call to diagnose the issue with my pool pump. He found the pump was not getting 240 volts from the pool breaker and determined the pool breaker was faulty. I found the breaker locally at ***************** which I purchased for $226.74 and installed. This is when my wife and I realized the pump quit working the same day as when BPS installed the breaker for the solar. I called BPS and they didn't get an electrician out until October 14th. (My pool is now turning green)- October 14th_ BPS electrician arrived and started trouble shooting the power issue. When he removed the solar breaker installed by BPS and then my existing 2- 2 pole 30 amp breakers (Pool & Outdoor Kitchen) he realized the previous BPS electrician had broken the new solar breaker and my 2 existing 30 amp breakers to try and force them in place on the panel bus. With the breakers installed improperly and modified all 3- 2 pole breakers were now not getting 240 amps on the output side of the breakers. BPS electrician left without fixing any of the issues and informed me he needed to get the correct breakers. While BPS was at the house *** ************ made another service visit and was told by BPS electrician he had determined the problem and he could take care of it from here. I was never contacted after this.- October 16th when I got back home from being out of town, I went to ****** and purchased the breakers to replace the one's by BPS. The 2- 2 pole 30 amp breakers were purchased for $31.42. I removed the new solar breaker and my 2 existing breakers and wired in the 2 new ones. This solved the issue of not receiving 240 at my pump, but the pump would still not run without bypassing the control panel. Once the pump was running I scheduled *** ************ to return and fix the control panel issue.- October 17th I had my pool water tested at ***************************** and purchased the chemicals $136.03 required to kill the algae that had turned my pool green. This process required me to run my pump for 48 hours straight and I had to clean my filters 2 times during the process. (Still no contact from BPS, which makes it pretty obvious they could care less about the issues they had caused and the fact my pool was green)- October 18th *** returned and fixed the control panel issue which was blown fuses from when the original solar breaker was installed on 10/7 by BPS.- October 21st was final inspection which I only found out by calling numerous times but still never got an answer on what they were doing to take care of the damage they had done. On the phone conversation that I found out about the final I let them know the technician would need to bring a new breaker for the solar systems as the original was damaged. I was also told that the bird screen would be installed on the day of the final inspection. When the technicians arrived they had no idea about needing the breaker and informed me someone else would be installing the bird netting.- November 1st, the day I wrote this email I still have not received word when the bird netting will be installed and am having to spend my time and energy writing this email and gathering receipts for an issue caused by your installers and fixed by me to try to recoup the money spent fixing your peoples mistake. This is only the money I spent on parts and service visits, not my hours for diagnosing the issue, driving to the supply houses, numerous follow up calls to BPS, and fixing the issue.- Was told our system was scheduled to receive PTO from ****** on 11/29. Never received an update from BPS on status of PTO emailed on 11/30 to check on status. It's 12/6 now and they keep telling me they will check with their interconnections team but still no update. I check with ***** and they indicate that they had sent BPS an email on 10/26 letting them know they were missing information on the application and have not heard from BPS since the email from ****** on 10/26.Attached you will find the receipts for the materials I had to purchase to get my pool back working properly and kill the algae. What is not attached is the *** invoices for the service calls, they send invoices out by the 5th of the month. When I receive the invoice I will reply to all on this email and attach them. Thank you

  Customer Answer

  Date: 12/06/2022

  I'm not worried about the compensation, it's the fact their customer service is horrible and this section demonstrates their short comings. I'd like to leave this as part of the complaint, but is there  someway I can modify it to meet your requirements? I have no issue with removing any dollar amounts or mention of compensation.

   

  Thank you

  Business Response

  Date: 12/07/2022

  Thank for messaging to us, our Escalations team will be reaching out to you in the next 48 hours. We just want to research your account and give you the most updated information. 

   

  Customer Answer

  Date: 12/09/2022

   
  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.
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 03/09/2023

  
  I am rejecting this response because:
  

  I had filed a complaint in regards to BPS back in December of 2022. Brad the escalation Manager assured me they would make the situation right during a phone call we had. I replied to BBB that the issue was resolved after the phone conversation, 4 months later nothing. I've made several calls and followed up with email correspondents with no luck. The last phone conversation I had with them I asked to speak to Brad, but they indicated my request had been denied. Is it possible to reopen my complaint? This seems to be the only way this company will respond. Thank you

   

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

  Customer Answer

  Date: 03/09/2023

   
  I am rejecting this response because:
  
  

  I had filed a complaint in regards to BPS back in December of 2022. Brad the escalation Manager assured me they would make the situation right during a phone call we had. I replied to BBB that the issue was resolved after the phone conversation, 4 months later nothing. I've made several calls and followed up with email correspondents with no luck. The last phone conversation I had with them I asked to speak to Brad, but they indicated my request had been denied. Is it possible to reopen my complaint? This seems to be the only way this company will respond. Thank you

   

   

  Sincerely,

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

  Business Response

  Date: 03/10/2023

  Brad no longer works with us, and unfortunately some of the accounts he was working on have slipped through the cracks. I'll reach out to this customer to make sure their concerns are addressed and a resolution is found. 

  -Trev

  Customer Answer

  Date: 03/15/2023

   
  I am rejecting this response because: I still have not heard from Trev.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/15/2023

  I've just reached out to Chris to resolve his concerns, and left him a voicemail. 

  I'll send him an email as well so he has a way to contact me directly. 

  -Trev

  Customer Answer

  Date: 03/16/2023

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/06/2022

  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.

  I started the process of solar installation with Bright Planet Solar (BPS) in April 2022. From April 2022 until present, BPS is not able to fulfill their responsibilities to pass inspections with the city to have my solar panels operational. throughout the entire process, they have given the wrong dates to schedule installation, repairs, and multiple city inspections. They have also scheduled incorrect inspections. At each turn, they demonstrated errors and required constant follow up by me. I have already started monthly payments for solar installed and since July 2022 I have been paying both electricity and solar bills without solar service. At present, BPS is not passing fire inspection and can barely seem to get their days straight. I am calling several times a week and getting the runaround or different information that is always erroneous. PLEASE HELP ME.

  Business Response

  Date: 12/06/2022

  Hello,

  Thank you for bringing this to our attention. Someone from our escalation department will be giving you a call today. To go over the current status of your account.

  Customer Answer

  Date: 12/06/2022

   
  Complaint: 18527911
  
  I am rejecting this response because: this response is a notification that someone will call me.  There is yet a resolution.  I am open to receiving call.  I will accept a response when the issue is resolved.
  
  Sincerely,
  
  ***********

  Business Response

  Date: 12/06/2022

  Hello, Just spoke to you on the phone and I should be giving you an update regarding fire inspection by tomorrow. Also will be submitting the compensation request as soon as I get those 2 bills. Thank you for taking the time to speak to me.

  Customer Answer

  Date: 12/07/2022

   
  Complaint: 18527911
  
  I am rejecting this response because: Thank you for calling me, I appreciate the call and initiating efforts to a resolution.  I will keep this case open and will accept the response when the issue is finally resolved by receiving a refund for months I paid for both Solar and Electricity, AND when solar panels are operational as intended.
  
  Sincerely,
  
  ***********

• Initial Complaint

  Date:12/05/2022

  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.

  Purchased our Solar System in May 2022, still no interconnection (PNO) as of December 2022, we were required to start paying on the loan 2 months after installation, even if the system in not in operation. There is no transpareny with this company. They failed to file the needed permits with the proper jurisdictions. Granted, solar permitting on a manufactured home is a bit more complex. Yet, after 2 months, I had to schedule my inspection through *** "MYSELF". **************** kept repeating that they needed a state inspector. They had someone working from home, that apparently couldnt manage that, a single call to ***, and they the came out the following week. Thats where we learned that the jurisdiction is split between *** and ***********************. After another 2 months, i get an email from Bright Planet Solar's inspection team telling me they filled permits with ********************, and that an inspection was scheduled for Nov 10th. Noone shows up for the inspection, no call, no show, from either the solar company or the city. Im not surprised, because that is the wrong freaking juridiction. The inspection **** at BPS cant be reached, nor can their permit ****. Youre stuck with the customer care ****, who promises a call back that never arrives. They now tell me i need an "Inspection, to get permits, to get the permits, to be later inspected." ***? They just keep kicking the can down the road. The sales rep, told me they would pay the loan until we are connected, and back pay any payments we made before interconnection, but im sure thats more empty promises.

  Business Response

  Date: 12/06/2022

  Hello,

  Thank you for bringing this to our attention. Someone from out escalations team will be giving you a call at the number provided today. They will give you an update on your account and discuss the possibility of compensation.

• Initial Complaint

  Date:12/05/2022

  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.

  In May of 2022 Bright Planet Solar installed a solar system on our house. We already had a ground mount from another solar company that wouldn't install more panels, which we wanted because of our True-up being extremely high. When Bright Planet installed their system their technicians didn't connect the two correctly and our first system didn't generate any solar for the months of May-Sept., extremely high PGE bills through these months, and I asked for compensation on our PGE bills since it was their technicians fault. They denied it saying they aren't required to pay for compensation. I talked with a supervisor and he informed me that I had generated 251 kw's and I asked him how much would I have generated if my first system had been turned on?

  Business Response

  Date: 12/05/2022

  Hello,

  Thank you for bringing this to our attention. I will be looking over the situation and any emails we have. I will also be giving you a call at the phone number you provided to discuss this. 

   

  Customer Answer

  Date: 12/07/2022

   
  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.
  
  Sincerely,
  
  *******************