Complaints
Customer Complaints Summary
- 4 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
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Submit a ComplaintThe 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:07/19/2024
Type: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 had the solar panels put on the roof few years ago. I notice water coming in the living roof. I called the Solar Energy Company to come out and fix the leaking solar panel. I have a big leak in our living room and determine if it is mold underneath the carpet. I have a call in to them now for an inspector to come out again.
Business Response
Date: 08/09/2024
***************** has been a customer of ours for the last two years. We have talked with her for various reasons over a dozen times. When we first got a call from ***************** in April, this was priority number one for us as a company. We were able to get the necessary experts involved to resolve the issue and spared no expense in doing so. In July, we were called on the morning of the 19th by ***************** about her concerns with the carpet. Before we had a chance to do anything, we received a BBB complaint. I find this extremely unfortunate because we have been responsive and accommodating in every possible way. When we contacted Serv Pro, they said they inspected the carpet when they were on site, and it was determined there were no signs of mold or moisture detected when probed. I've attached a timeline of the events that occurred.Despite the unreasonable requests and volatility of ****************, he's still our customer and went above and beyond in trying to serve him. This is no different from any of our customers. We are the absolute best in the industry at preventing/minimizing mistakes. When they do occur, we do everything in our power to resolve the issue and do the right thing.
Customer Answer
Date: 08/14/2024
We have contacted Solar ************************* he said they fix roof and celling in live room . We wanted to see if their mold under carpet in insulant in attice
Customer Answer
Date: 08/19/2024
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*****************************Initial Complaint
Date:12/28/2023
Type: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 entered into a contract with them and have been trying to cancel it. The *** of this company sent us a registered letter saying they were going to *** us or we would have to go through with the contract. We talked with our attorney and told them we would settle by giving them $1500.00. I actually sent a message to the company regarding this and they have not responded. I would like for them to take the $1500 and cancel the contract.Customer Answer
Date: 12/29/2023
I accept this business response to my complaint and everything is good.Initial Complaint
Date:09/01/2022
Type: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.
Instead of lowering my power bill, it has actually gone up a lot. The bigger problem is that they won't come out and check to see if it is working alright or anything. They say they can check it from where they are and that nothing is wrong. Well if your power bill goes from $17/month to over $162, there is a problem. They tried to blame it on the power company, but I spoke with the power company and they said they have not had a rate change for a year.Business Response
Date: 09/20/2022
We have discussed this with *** ******** for almost a year now and the facts have not changed. We size systems based upon a customer’s previous 12 months of usage. This is to make sure the homeowner purchases a system to meet their needs, and because the utility companies will not allow us to install a system that produces over 100% of their previous years’ electrical consumption. If we sized a system larger than their previous 12 months of consumption, it would be a financial detriment to the homeowner because of the net metering policy utility companies have. The system installed was going to offset between 70 and 90% of his electrical consumption at the time of his purchase. The system has absolutely met those projections. Since then, *** ********’s usage has almost DOUBLED because he built an additional home on his property for his daughter. The system was not designed to offset that additional energy consumption.
*** ******** also stated we will not finance the additional amount needed On March 9th, the finance company gave us a one-time exception to increase the loan amount and add to the system because they had yet to close the loan out. We gave the homeowner this option on March 10th. The system they purchased was 8.1 KW. To offset the additional consumption, they would have needed to add 12 panels and make the system 13.5 KW. *** ******** declined this option and felt we should add the panels for no cost. When he called three weeks later to reconsider the option, ****** *** had already closed out the loan and this was no longer an option.
He feels we have been unprofessional because we won’t give him what he wants at no cost. We have been extremely attentive to *** ********. We have returned every phone call and have talked to him at length through the entire process before and after installation. If the system installed was not producing as we promised it would, we would add panels at no cost to the homeowner to meet our projections. This is a completely different scenario in which the homeowner’s usage drastically changed. *** ******** is not losing any value on what he purchased. His solar will offset the same amount of energy as we projected. He’s simply paying for the additional electricity he is pulling from the grid. Also, in no way, shape or form, did we place the blame on the utility company. *** ******** has simply increased his consumption significantly. We will continue to be here to serve the *********, and ensure the system will produce as expected. If there is ever a time it doesn't work or produce, we will be at the house immediately to rectify the situation.Customer Answer
Date: 09/23/2022
Complaint: ********
I am rejecting this response because: We feel the information provided in the business response is false. We have added a tiny home to our property on March 17th, 2021,we signed the solar agreement on October 7th, 2021.They were fully aware of our Tiny home, and were aware that electric had not yet been added, so it would not have been reflected on our 12 month electrical billing account . I have sent documentation to support our claim and this companies knowledge of our current solar needs they are failing to honor.
Sincerely,
**** ********
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