About

Important information

• Additional Info:

  At the time of the business closure in 2022, BBB was reporting the following information regarding a pattern of complaints:
  

   

  According to information in BBB
  files, Power Home Solar, LLC d/b/a Pink Energy has a pattern of complaints in
  the areas of product and/or sales practice issues, as well as customer service
  issues.  Specifically, complainants allege that during the sales process
  representatives are suggesting the consumer can expect large savings on their
  electricity/utility bills as a result of the solar panel systems being
  installed.  Complainants allege that the sales representatives claim the
  solar power will provide the majority of the energy needed/used by the
  consumer's home and sometimes overproduce resulting in credits from the power
  companies.  Once the contract has been signed, complainants allege that
  they experience long delays in getting their systems activated due to
  inspection issues or equipment issues.  Additionally, once turned on, complainants
  allege the systems are not producing as much energy as previously suggested
  during the sales process.  Complainants are furthermore alleging that once
  they attempt to bring these issues to the company's attention, they are
  experiencing communication challenges such as long hold times on the phone,
  lack of response to emails, and/or unfulfilled promises to review the systems
  in question.
  

  On May 6, 2022, BBB contacted the
  company seeking their voluntary cooperation in eliminating the pattern of
  complaint.  Power Home Solar, LLC d/b/a Pink Energy responded to the
  request agreeing to work toward eliminating the pattern of complaints by taking
  the following steps outlined by the company below:
  We have instituted a minimum 7-day (longer if
  required by applicable jurisdiction) penalty-free cancellation period in
  order for customers to have additional time to review their contract and
  decision to purchase.
  We are expanding our customer service team to better
  and more quickly respond to customer inquiries and have hired a leader
  with nearly 30 years of experience in sales and customer service to run
  this team.
  We will launch a digital customer portal to give
  customers real-time insight into project status and timelines and provide
  a post-install communication and support tool.
  We have extended our workmanship warranty for all
  existing and future residential customers to 10 years.
  We are performing an independent investigation into
  sales practices.
  We have been and will continue to revamp and improve
  our sales processes, and we are placing a renewed focus on ethics,
  honesty, and quality control. This includes:
  The elimination of commission-only sales
  associates.
  A third-party review of all sales training
  materials and requirements.
  All sales associates must complete two weeks of
  training and a three-part Ethics in Sales course.
  All sales associates have recently reaffirmed their
  ethical pledges and will be required to reaffirm them annually. All sales
  associates must sign a robust Honesty & Ethics in Sales Policy and retrain on
  sales and ethics policies every 60 days.
  Recording and regularly auditing the sales team’s
  interactions with customers. This includes leadership dropping in on
  calls regularly and state of the art technology that uses AI to identify
  key words and phrases that should not be used and alert the sales
  associate in real time as well as flag for management.
  New account success managers that walk customers
  through the contract to ensure they understand what they are agreeing to.
  New project acceleration team that calls customers
  within 72 hours of the sale to go over a brief questionnaire to make sure
  they understand all terms of the contract and loan.
  The establishment of an internal ethics committee
  to regularly audit sales practices to ensure all our ethical standards
  are upheld.
  A secret shopper program.
  

   BBB Monitored the company’s efforts:
  UPDATE 8/24/2022
  Pink
  Energy outlined their plan to address the pattern of complaints
  identified by BBB and this update serves as the basis for our review of
  their progress to date.
  BBB identified three primary areas of concern: sales practices; product quality; and customer service issues.
  Pink
  Energy implemented a number of new policies and procedures relative to
  the training and oversight of their sales teams. BBB has seen a
  reduction in the number of complaints relating solely to selling
  practices.
  Pink
  Energy recently terminated their relationship with Generac, a key
  supplier of batteries and components for their solar installations (https://www.youtube.com/watch?v=VQa_j1PGDwE). BBB believes that this step is addressing the product quality issues.
  At that time, customer service issues persisted and consumers continued to point out lengthy delays and
  difficulty in contacting Pink Energy for service issues.
  
  At this time the pattern of complaints will no longer be monitored or is no longer
  ongoing.

• Pending Government Action:

  Government Action: BBB reports on known government actions involving business’ marketplace conduct:

  State of Missouri v. Power Home Solar, LLC d/b/a Pink Energy
  

  On September 26, 2022, the Missouri Attorney General's Office filed a Petition to obtain injunctive relief, restitution, civil penalties, and other equitable relief against Power Home Solar, LLC d/b/a Pink Energy in the Circuit Court of St. Louis County.  Charges filed allege that the business has made misrepresentations to Missouri consumers about its residential solar energy generation systems in violation of the Missouri Merchandising Practices Act.

  
  

  The matter is pending.

  Click here for details