ComplaintsforArrowhead Solar

• Initial Complaint

  06/22/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was contacted by an ***** sales representative who tried to sell me solar. They did not explain at all about the cancellation policy and by the time I found it I was ALREADY outside of the VERY SHORT 3 DAY PERIOD to cancel!! I would of never went with this contract if I was properly informed and I thought I had time to actually decide and cancel with no risk to me but that was completely wrong. I cannot afford a 10% cancellation fee of $4,574.71 when literally only two (why did they need two electrical surveys to happen?) had happen with no additional setup of the project done. I was informed they could install on my roof, but apparently they could not as the engineers are saying that the roof is not fit for installation, I did not want a ground mount I signed the contract wanting a roof installation and they had the nerve to tell me to "sign a document" thats a contract buddy, which I'm sure is some kind of waiver of liability for installing on the roof AFTER BEING TOLD that it could not be done essentially putting my MONEY first and not my safety. This company has been nothing but heartache and headache for me I cannot pay that cancellation fee that is several months of income for me and I have a family to feed. I've submit a complaint to the attorney general for unfair consumer practices this cannot be acceptable. DO NOT USE THIS COMPANY FOR SOLAR.

  Business response

  09/27/2023

  
  Our cancellation policy is clearly stated on page 11, Attachment D of the solar agreement. It is the customer's responsibility to read the entire agreement before signing. *** ******** initialed off in agreement of the Scope of Contractor's Role, page 6, paragraph 26; in acknowledging that the Contractor is held harmless and cannot control sales practices of a third-party affiliate. A project coordinator assigned to *** ******* account contacted him on 6/15/23 requesting a copy of his utility usage and to inform him that his sales rep would be contacting him to discuss a ground mount option. Our lender, whom *** ******* was approved for financing, had requested an additional survey and photos because his home is manufactured. *** ******* informed our finance department he wanted to cancel his agreement since he could not have a roof mounted system. Since *** ******** cancellation request was past our 3-day cancellation policy, he was sent a 10% cancellation fee. Thank you.

• Initial Complaint

  04/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We bought a solar panel system from Arrowpoint Solar in February of 2022. They were paid in full through a loan acquired from Goodleap Financial. This was about $18,600. They did the initial install but failed the inspection through the city of Oklahoma City in December of 2022. Now we’re well into April and the company has done nothing to resolve the failure, has done no pending inspections and as of April has stopped communicating with us whatsoever. We’re over a year into this process paying for the loan and our full energy bill with an inoperative system. ArrowPoint did send us a check for $500 a few months ago to help offset the cost but still isn’t finishing the install.

  Business response

  05/12/2023

  We apologize for the delay in completing the repairs and installation. We have completed all necessary repairs of your solar system resulting in a passing final inspection. We contacted you earlier this month (May 2023) informing you that your PTO (permission to operate) has been achieved and you can begin using your system. Thank you.

• Initial Complaint

  01/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a solar panel system installed on my roof to be connected to the electric meter based on the Net Metering Plan here in Arkansas. The company has done almost everything wrong. I still don't have a working system that I am allowed to connect to the electric meter. It is a useless hunk of junk on my roof. To make matters worse, I am paying my electric bill and paying the payments on the solar panel system.

  Business response

  04/18/2023

  We apologize for so much frustration in regard to installation of your solar panels. However, we are not responsible for verbal promises the salesman makes to the customer at the time of sale (solar agreement-Scope of Contractor’s Role section # 26, page 6 and Representative of Contractor section # 8.8, page 2). Mr. ******* did initial section # 26, page 6 in agreeance.
  
  Mr. *******’s solar panel system was installed on Aug 24, 2022 but we were not able to complete commissioning of the system due to state wide supply shortage of 2 50A fuses. The fuses finally became available and we were able to schedule final inspection for Oct 19, 2022. Inspection passed Oct 21, 2022 but we had to wait several weeks for Mr. ******* to return his signed IC (interconnection) application, so that we could submit to utility company. Interconnection application was received and sent to utility company on Nov 14, 2022 and can take up to 90-days for approval. We are still awaiting to hear from utility company. Once approved, then PTO will be achieved and customer can opearte his solar system.
  
  We’ve been in contact with Mr. ******* throughout the entire process. We have undergone ownership and staffing changes in the last several months, resulting in a bit of frustration on both sides. We are working to resolve many issues in hopes of resulting in better customer service moving forward. Thank you.

• Initial Complaint

  12/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Our solar install with a battery was completed around February 2022. The installation was a disaster with false promises, delayed delivery, and unprofessional installers. We made it through and the system was working great until about 2 months ago. At that time we lost power and our battery didn't switch over as it is designed to. I called ArrowPoint Solar and left a message. I also sent an email. Then I followed up on ********. Since then I've called several times about the issue but never receive a call back or response. On Monday (Two days ago) we lost power and the battery didn't switch over again. I called ArrowPoint and spoke with ****** She told me ****** makes the appointments for warranty issues and she's gone for the day. She said she'd have her call me the next day. Tuesday comes and I receive no call. So I call and speak with *******. She tells me she will call **** and get it handled and call me back. She does not call me back. I call again today and speak with ****** who transfers me to *******. ******* tells me they can send someone out but I need to pay for it because my contract retained by another vendor when the company split. She told me to call ArrowPoint Commercial. ArrowPoint Commercial said ArrowPoint Solar retained my contract but they're helping out. As the end user I have a valid warranty but $70,000 of useless equipment on my house. As the end user, contract disputes between companies are not my problem. My contract lists the ArrowPoint at the address of ArrowPoint Solar. I received no notice of adjustments to my warranty contract. At this point in time, either ArrowPoint Solar can correct me warrantied issue as they are contractually obligated or they can take it off my roof, refund my money, and replace my roof from the damage that would be left behind. They took my money. I have upheld my end of the deal. ArrowPoint Solar is in direct violation of our agreement.

  Business response

  02/28/2023

  Mr. ******s battery issue has been forwarded to prior ownership for resolution (APC Solar, LLC). Several customer's,  service/installation related issues (including Mr. *****) were part of the company acquisition in May 2022, in agreeance that prior ownership would resolve those customer issues. However, once we submit all necessary customer information and issues to prior ownership for resolution, it is out of our hands. We have also provided Mr. ****e with prior ownership's contact information. Thank you.

• Initial Complaint

  11/22/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  May 2022 - we purchases a contract with Arrow Point to install solar panels. The process was significantly delayed. The company Arrow point contracted to do the install didn't start the installation process until late August. The outside installation didn't get completed until early October. The monitoring system for the solar panels, as I am writing this in late November, still isn't completed. My wife and I have left multiple messages and have tried diligently to get them to complete the installation, but we keep getting the "run around." They keep saying "they'll get back to us," but they never do. We spend close to $35K on this product and we just want the product to be completed.

  Business response

  02/28/2023

  The installation of Mr. ******'s solar system has been completed (Oct 2022). I apologize on the behalf of the company for all frustrations this delayed installation has caused. 

• Initial Complaint

  11/16/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The sales person, ***, asked me to apply for "financing approval" for solar panels as a first step, not to initiate a project. I was told explicitly that I would have 90 days to enter into agreement on whether or not to contract services for solar panel installation. Everything was on his laptop being explained to me and I asked him for a clear explanation of what I was asked to sign and initial. I questioned if there would be a further financial obligation, however, *** reassured me the "financing approval" was for financing only, and there would be no obligation to use their services or further financial obligations if I so chose. This was to see if I qualified only, according to ***. I was completely mislead. After inquiring for an explanation on the meaning of what I was asked to sign and what I was being held financially responsible for, and being told I had no obligations, I now have received a $4,000.00 invoice for a service I have have neither declined or accepted. I was explicitly told there would be no cost if I did not use their services and there have been no costs for Arrow Point Solar. I signed, what I though, was to see if I financially qualified on 10/28/2022 and told I had 90 days to decide. It is now 11/16/2022, 18 days later and I find that I was emailed an agreement on 10/28/2022 at 3:44 saying I was under agreement. I thought I had plenty of time to review and decide, and instead this agreement says I had until 10/31/2022, Halloween, to submit an attachment to cancel at no cost of what turned out to be an installation agreement or I owe 10% of a $40,000.00 installation at cancellation, and that by not responding, the contact would be cancelled in 10 days. I have attached communications with the company, that I did not respond to believing I had 90 days, that never gave me any reason to believe I had initiated anything other than financing approval until the email of 11/16/2022 informing me of "notice I did not want to proceed" and I was invoiced

  Business response

  11/23/2022

  The 10% cancellation fee has been retracted and a notice was sent out to Ms. ********* on 11/17/22 via email.

• Initial Complaint

  10/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I became an Arrowpoint customer through ****** outsourcing their "****** *****" projects to local third party companies. In May 2022 I began the process of install solar panels and adding it to my ****** Smart home services. ****** assured that the process would move smoothly and quickly, and guaranteed I would not pay a cent until the panels were operational and producing eneryg. At this point (Oct. 2022) I have panels on my roof that were installed weeks ago, but no follow up on how or when things will finish. My biggest worry is that the financing company has already sent my a first bill that is due in November, but I don't seem anywhere near completion of the project. I feel that advertising that I won't owe anything until the panels are functional was a lie. I'm quickly finding out that there are three companies in the mix and none take any ownership for service falling through the cracks. I'm financing a 40k purchase and feel hung out to dry after I signed on the dotted line. Below I've attached a text chain with my Arrowpont contact where I have reached out 4 times over a 10 day period and still nothing in response. The couple of technicians who have visited have admitted to the horrible treatment of the company to both it's customers and employees. From what i was told by the associate the company is dissolving into two seperate entities (or something to that affect) and the companies pains are being very much felt by the clients. Additionally, I purchased this because their are governement rebates that expire at the end of the year. That was one of my main selling points on the system. It has taken 6 months from to install physical panels, and at this rate I have no confidence this will be done by years end.

  Business response

  12/06/2022

  We apologize for so much frustration in regard to installation of your solar panels. However, we are not responsible for verbal promises the salesman makes to the customer (solar agreement- Scope of Contractor’s Role section # 26, page 6 and Representative of Contractor section # 8.8, page 2). I have included a copy of the solar agreement for your review. Mr. ******* did initial section # 26, page 6 in agreeance.
  Mr. ********* solar panels were installed Aug 20, 2022, and final inspection was scheduled shortly after, but Mr. ******* was not home for the inspection after confirming the desired date. This resulted in a failed inspection and having to reschedule again. We’ve been in contact with Mr. ******* throughout this entire process. Our updates and communication may not have been to his satisfaction, for that we apologize.
  We cannot be held responsible for customers not being home on their scheduled days for inspections, solar panel installation and commissioning of their systems. Upon scheduling these items, we confirm with the customer first before proceeding to ensure they are home (if needed) and aware of the scheduled work being done.
  We have undergone ownership and staffing changes in the last several months, resulting in a bit of frustration on both sides. We are working to resolve many issues in hopes of resulting in better customer service moving forward.

• Initial Complaint

  10/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ordered 23 panels through ****** back in late July this year. Was informed the panels would be on my house In 6 weeks and ready to go in no time. Panels were not installed until September 22nd two months later. The contractors were scheduled to show up at 7-8am that morning. I never received a call that they were running late. After numerous calls I was informed they had vehicle troubles and they would be there shortly. They showed up at 11 and the only interaction I received was hey we are installing 23 panels. No info on where or how long it would take. It took two days for them to install. They didn't tell anyone they were finished they just left. In the process of installation they damaged my ceiling in the garage by dropping a tool in the attic. They left without informing anyone of the damage. I had to call to reach anyone to inform about the damage and was asked to send pictures which I did. It has been a month now and after being told twice someone would come out to fix the ceiling no one has shown up. I have been told my project manager doesn't work for the company anymore, told the new one was on vacation, the manager told me she would take care of this personally, and another individual would take care of it personally. It is now the last week of October and I have yet to have anything fixed or solar turned on. I contacted my power company and they haven't had any correspondence from Arrowpoint solar since August regarding my account. I now am on the hook to pay ******** for my solar panels soon as well as my electric bill within the same time line that I am supposed to have my solar active already. Please someone fix or pay for my damages and get the ball rolling for my solar as I do not plan to pay for a service if I can't even use it. This is deceptive business practice from all three parties involved.

  Business response

  12/06/2022

  We apologize for so much frustration in regard to installation of your solar panels. The lack of customer service when installing your panels was a result of an inexperienced sub-contractor. We have had some changes in staff lately, resulting in some employees seeking employment elsewhere, which has left us having to reassign accounts to other available project coordinators. We have been in contact with Mr. ***** the past several days to proceed with getting his solar issues fixed along with the ceiling damage repaired.  

• Initial Complaint

  09/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In January of 2022 Arrowpoint Solar installed a ground mounted Solar System, there were a few issues with the installation that they were able to resolve, but it took me following up multiple times. This included getting the end caps for the system. Now that I have a technical question about the wiring so that an electrician can understand, they inform me that they no longer handle my account but rather *** does. I'm unable to get a hold of anybody with *** ( via email or telephone), in fact I would rather not deal with *** as I signed a contract with ArrowPoint for service and that is where I would like it to stay.

  Business response

  10/31/2022

  In efforts to assist our front desk with ringing phones. I spoke with *** ********* on Sep 26, 2022 about interconnection status for his solar system. He mentioned nothing about a wiring question for electrician or that he had reached out to *** ****** *** (prior ownership). He was very pleased with the installation and called to ensure there was nothing else on his end he needed to do. I explained to him that we've submitted for interconnection to his utility company and that it could take up to 30 days for approval. He mentioned to let the ladies who were handling his account that we would be out of town until Oct 13, 2022 for work. He then stated our install crew did a great job installing his system. Thank you!

• Initial Complaint

  09/13/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We signed a contract with ****** (a third party) that sells arrow point solar panels on 7/19/2022. We were told panels would be on our house in 5 weeks. They weren’t and we got the run around for updates. And when asked if we’d have to pay for meter and code upgrades we were given no answer. When signing the contract they did not make it aware we’d have a fee if we canceled our contract. We have no panels no equipment whatsoever. We have never had anyone come to our house for anything besides a city worker. Not an arrow point worker. And we’ve canceled our contract and they keep sending an invoice for $3917.39. The only page our sales rep made us read was a cancellation contract that no where stated we’d be charged that. I’m on bed rest due to high risk complications in my third trimester of pregnancy. We already have a toddler and bills piling up. I feel as if I’m being scammed.

  Business response

  09/13/2022

  Hello,

  The customer's complaint is not completely accurate. Our cancellation policy is explained within our solar agreement contract which includes the 10% cancellation fee clause upon signing of the agreement. It is the customer’s responsibility to read our entire solar agreement prior to signing. We have on record the customer canceling their solar agreement with their project coordinator due to selling their home. The customer selling their home should not reflect negatively on Arrowpoint Solar, nor should them failing to read the solar agreement cancellation policy and fee clause. Thank you!

  Customer response

  09/13/2022

  Complaint: ********
  
  I am rejecting this response because:
  I canceled before any install. Their website says they’re understanding that other things happen. They’re not willing to work with me at all. When I’ve explained I cannot pay the 10%. The contract was rushed through by sales agent. The only page he stopped and let me read was page #11. And no where on the page does it say I’d be paying almost $4000 to cancel a service I don’t even have yet. Do you guys not have human hearts? Understand that life happens. And $4000 for someone already barely making it will literally ruin us for years to come? Yet I’ve asked and asked to talk to someone to work this out. Yet no response. Just like no response on updates for the panels themselves. 
  
  
  Sincerely,
  
  ***** ******

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