Complaints

This profile includes complaints for Momentum Solar's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Momentum Solar

  3096 Hamilton Blvd South Plainfield, NJ 07080-1201

  
• 

  Momentum Solar

  30 Nixon Ln Unit 1B Edison, NJ 08837-3838

  
• 

  Momentum Solar

  6035 Randolph Blvd San Antonio, TX 78233-5782

• 

  Momentum Solar

  5910 Benjamin Center Dr Ste 110 Tampa, FL 33634-5240

• 

  Momentum Solar

  45 Fairchild Ave Ste B Plainview, NY 11803-1735

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: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.

  It took over 6 weeks of calling multiple times a week to get someone to call me back to schedule removal of solar panels on an actively leaking roof. Finally scheduled and completed it, and now we are on week 3 of calling multiple times to schedule replacement of panels. Paid $1402 over a week ago, and every time I call they tell me someone will call me back, that they are unable to transfer me to the appropriate person. I have spent over 2 hours on the phone along with the project manager spending hours on this as well. In my opinion it is very bad business practice, and we still can't get anyone to reach out to schedule replacement of the panels after being paid. The only reason we were forced to use them for removal and replacement is because they threatened the homeowner that if we do not use their installers it will void their warranty, so we were trying to do the right thing.

  Business Response

  Date: 02/08/2023

  Momentum completed the reinstallation of the solar panels on Monday January 30th. The individual who made this complaint was not our customer, but rather the roofing company that the customer was working with. We apologize for any inconvenience that was experienced. 

• 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 business continues to call me, and then hangs up. No voicemail is left. They are disruptive. I come to learn that they are a telemarketer calling my phone number that is listed in the *** list. Apparently, they do not seem to care about the *** STOP CALLING ME!! NOT INTERESTED IN SOLAR POWER !!!

  Business Response

  Date: 02/03/2023

  Hello and thank you for reaching out. We have ensured that your phone number was removed from our lists. We apologize for the inconvenience,and please allow a few extra days for the phone number removal to filter through our systems. Thank you.

• Initial Complaint

  Date:01/26/2023

  Type:Billing 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 we decided to go solar with a company called Momentum Solar. The gentleman came out, sat at our table and talked about why we should go with them. We even put a whole new roof on in order to get solar. Going solar is a nice way to save on electrical bills they say. Itll be a quick setup, and turn on they say. It took 4 months to turn us on, and we are actually paying more, seeing as there are now 2 different places we need to pay a month for this solar issue we got ourselves into. They also explained that if and when anything should happen to the panels and such that they are very quick to solve the problem. That, not only do they know immediately about it, but we do also in the App, Enphase, that we have on our phone. Well here is where the problem starts. Our inverters were not reporting at the end of the year in 2022. I want to say October/November. If it had not been for me calling every other day, we would still be offline from that instance. It took 6 weeks. Momentum blaming IGS, and **** versa. Well, here we go again, around the 17th of December 2022, When we switched from Eversource to Constellation as a provider for electric, my inverters are NOT reporting again. Did they solar tell me? No. I find out by looking at my app. On the phone every other 3 days, they still dont have it back up and running. I not only have to call Momentum, but have to call IGS when this happens. One hand doesnt talk to the other. Momentum vs IGS. I am stuck with them for the rest of my life here in this house. This system. These companies. I purposely waited to get solar for like 4 years afraid of this type of thing happening. My husband is retired and I am disabled. Eversourse has doubled their prices as of Jan 1 2023. We have nowhere to go at this point. IGS charges us about ***** a month, and Momentum goes onto our electric bill which is approximately ****** a month. This is more than what we paid on an average bill. We are in a 2 bedroom house at 840 square feet. Nonsense. They Momentum have not lived up to our expectations in any way, shape, or form. I need these inverters fixed NOW. And within a week when they do go down again, which they really should never go down.

  Business Response

  Date: 02/03/2023

  Momentum reached out to the customer and scheduled a service call for 2/3. At the service call it was determined that there is noise in the lines and that is why the microinverters are not communicating. A piece of equipment called a radius noise filter will be ordered, and once we receive the part we will perform another service call to install it. Our representative ****** assured ************** that ****** will stay in communication with ************** to let her know once we receive the filter. 

  Customer Answer

  Date: 02/03/2023

  
  Complaint: 18936335
  
  I am rejecting this response because:

  It is still not fixed, so it will stay open until it is fixed. ****** is a very kind person and is doing the job that should have been done in the first phone call by others.  This is not the first time this has happened.  Which is why I finally reported it to the BBB.  Last time it took 6 weeks to resolve anything.  We also have 5 panels that look like rainbows that need to be looked at as reported a few months ago that I pointed out today to the men that came out and they agreed.  They swept under the rug back then, and never followed up.  Hopefully it will all be taken care of this time around.  

  
  
  
  Regards,
  
  *********************

  Business Response

  Date: 02/15/2023

  Our representative ****** has been in contact with the customer. We have received the needed part, and we have confirmed a service appointment with ************** for Monday 2/20 with the timeframe of 8am-12pm.

  Customer Answer

  Date: 02/16/2023

  
  Complaint: 18936335
  
  I am rejecting this response because:

  They did call saying the part has come in, and they are supposed to come on Monday Feb 20th 2023 between 8 and 12 "noon". Seeing as this has yet to happen and resolve our issue, is yet to be seen.  Again, it should NOT *********** weeks to resolve an issue, and contacting 2 agencies to resolve.  I will respond once it has been completed. 
  
  
  
  Regards,
  
  *********************

  Business Response

  Date: 02/27/2023

  Momentum has been in contact with the customer. Our representative ****** confirmed with ************** that the service work was completed on 2/20, and the system is up and running. 

  Customer Answer

  Date: 02/27/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  *********************

• Initial Complaint

  Date:01/26/2023

  Type:Sales and Advertising 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.

  Been going on for over a year, getting several calls a week regarding solar, I picked up one time and stayed I was not interested and the calls continue to come. Sometimes I will get a call back immediately after hanging up.
  
  I will block numbers and calls will keep coming from other numbers with the same caller Id “momentum”

  Business Response

  Date: 01/31/2023

  Hello and thank you for reaching out. We have ensured that your
  phone number was removed from our lists. We apologize for the inconvenience,
  and please allow a few extra days for the phone number removal to filter
  through our systems. Thank you.

  Customer Answer

  Date: 01/31/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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.
  
  
  
  
  Regards,
  
  
  
  ***** ****

• Initial Complaint

  Date:01/26/2023

  Type:Sales and Advertising 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.

  Momentum Solar offers a referral program, wherein if you refer someone else to go solar, you are rewarded for the referral. My neighbor had panels put on his house in the summer of 2022 and told Momentum Solar that he was referred to Momentum by me. After the panels were installed on his house, a check should've went out to me for the referral. Instead, months later, I had to reach out to the company (October of 2022) and was told "I just missed the outgoing batch for this month and it'll ship out to me in 3 weeks". So I, as the homeowner, have to chase them down for the check I was due at the time the solar panels were installed on my neighbors roof.
  
  I've now been calling them (going on 4 months) to only get the run around from everyone who answers the phone in the department they consider "CUSTOMER SERVICE". Not one phone call back - not one email response. And the same run around saying the financial office missed the payment, it'll have to go out with the next batch. No phone call was ever elevated to a supervisor to answer what's going on and why is this taking so long. Not to mention that every phone call to Momentum is AT LEAST an hour long. Why have you created a program that you don't honor, and does your customer's time not matter to you?
  
  I want the reimbursement that I'm due for following the protocol of a program in which Momentum created to initiate more business for themselves. I shouldn't have to chase Momentum down to get it. The fact that I'm actually writing something to the BBB infuriates me. Never would I have thought that I would feel the need to file a complaint (for any company) to the BBB. This has left me absolutely disgusted with Momentum Solar to the point where I'm willing to take the panels off my roof and deal with a reputable company.

  Business Response

  Date: 02/03/2023

  Momentum has reached out to Mr. ******* and we have let him know that his referral concession is approved and will be sent out expeditiously. We have let Mr. ******* know that once the check is sent, we will provide him with the tracking number.

  Customer Answer

  Date: 02/13/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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. I had to call for several days to get the tracking info, but the check has finally arrived. 
  
  
  
  Regards,
  
  
  
  **** *******

• Initial Complaint

  Date:01/24/2023

  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.

  In 2017 Momentum Solar acting as the agent, installer and partner with ************** provided us with the attached Panel Removal Warranty. In the attached frequently asked questions, it states that the warranty covers all system maintenance and repairs... for the lifetime of our solar agreement along with other guarantees. At this time, we are attempting to invoke the panel warranty coverage. However, we are unable to do so because Momentum Solar and ************** are both stating they are no longer in business together and the warranty agreement cannot be enforced. There is no language in the Monumental Solar Panel Removal Warranty nor in the Sunnova Contract that states if the companies severe business ties that the solar panel warranty will not be honored. We are seeking to have our roof replaced and also the potential of renovations that would change the current roofing layout. ******* wants us to absorb the costs to have the panels removed and replaced. At this point we have been bounced back and forth from Sunnova and Momentum and neither company wants to act in good faith and stand by the Solar Panel Removal Warranty. Both companies are taking advantage of a senior citizen. I have filed a complaint against ******* as well. The Case # is ********.

  Business Response

  Date: 01/31/2023

  Momentum Solar has been in contact with ****************. After reviewing the customer's documentation, we will be honoring the one time removal and reinstallation. Our roofing department will be reaching out to the customer for next steps. 

  Customer Answer

  Date: 02/02/2023

  
  Complaint: 18892356
  
  I am rejecting this response because:
  

  I have retained the services of ************************* ********** PC for this reason I have no further comment.
  
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:01/23/2023

  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 originally agreed to allow this business to come to my house to speak about their product. The day of the appointment their tech arrived late and when I spoke to the company they tried to say that the tech tried to call but it went to voice message. After several times of me telling them to take me off their call list. This company continues to call me. I have blocked their number and they have continued to call me using other numbers. I have put name on the DO NOT CALL registry and the company continues to call and are calling late into the night as late as 10pm. At this point this is harassment and if not stopped I will take other legal measures to ensure that this company no longer calls me or does anyone else in this manner.

  Business Response

  Date: 01/24/2023

  Hello and thank you for reaching out. We apologize that you are receiving unwanted calls. We have attempted to remove the phone number provided (*********) from our database, however, it appears that this is not a valid number as it seems a digit is missing. Please provide the phone number that you would like us to remove from our database, and we will remove it expeditiously. 

• Initial Complaint

  Date:01/23/2023

  Type:Billing 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.

  When the salesman was here he guaranteed that my monthly payment would never go up. I would not have agreed to the program otherwise. After the panels have been installed on my roof, I get an email stating that my payment will go up drastically in ****! I did not agree to this! I was lied to and tricked. This is fraud. I need a lawyer!

  Business Response

  Date: 01/31/2023

  Momentum has contacted the customer in regard to their concern of payments increasing. Our representative ****** advised ********************** that since he opted in to taking advantage of the federal tax incentive, he will have to pay back towards the loan to keep his payments from re-amortizing. The customer was also advised to speak with a tax professional or the *** for more information regarding the federal tax incentive. 

  Customer Answer

  Date: 01/31/2023

  
  Complaint: 18883414
  
  I am rejecting this response because: That isn't exactly what she told me and she wasn't able to tell me if the tax credit would be big enough to pay for the amount that they want next year.  Also, the amortizing and tax benefits were not explained to me any time previously.  So I need time to get answers about these things.  So far, this company has been unprofessional.
  
  
  
  Regards,
  
  *************************

  Business Response

  Date: 02/10/2023

  In our last correspondence with the customer, our representative ****** advised ********************** that since he opted in to taking advantage of the federal tax incentive, he would have to pay back towards the loan to keep his payments from going from $156.58 to $224.03. The customer was advised that the federal tax incentive is based upon tax appetite, but we could not go into further detail because we are not tax professionals. ********************** was also advised to speak with a tax professional or the *** for more information regarding the federal tax incentive.  

  Customer Answer

  Date: 02/10/2023

  
  Complaint: 18883414
  
  I am rejecting this response because:First, the salesman didn't explain the tax credits properly, and after looking into it, I found out that the tax credit probably won't be as much as the lump sum payment that Momentum wants.  Then, the woman on the phone didn't have any answers.  She just repeated the obvious.  So Momentum isn't being helpful and I don't think they even care about my complaint.  They lied and tricked me, and aren't offering any ideas as to how to fix this.  Just another dishonest company.
  
  
  
  Regards,
  
  *************************

• Initial Complaint

  Date:01/20/2023

  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.

  Momentum solar installed a solar add on system to my home in ** at the beginning of Aug 2022. I have paid $20k for the system, but it has not been activated yet so it is sitting dormant on *******. I reach out to Momentum on almost a daily basis but do not get any updates or responses on how this situation is being resolved or the timeline. I have spoken to the Town of Wilton and Eversource and they have been helpful telling me what is needed but I have no direct or consistent communication with Momentum to relay that information.

  Business Response

  Date: 01/27/2023

  Momentum has spoken with ****************, and we have advised him that we are working with the utility company to get this project completed. **************** was able to provide our representative ****** with a person of contact at the utility company for a faster response. ****** also provided the customer with her contact information. Momentum will be following up and working with **************** as well as the utility company to energize this system. 

  Customer Answer

  Date: 01/27/2023

  
  Complaint: 18868304
  
  I am rejecting this response because:

  Momentum has contacted me by the issue is not remotely resolved. The issue will be resolved when momentum gets the correct hardware installed to allow for the completion of the solar project and activation of the system. It has been 6 months since the system was installed AND PAID FOR. However, I am still receiving electric bills and have not been able to utilize the system due to Momentum lack of response and continuous mistakes over and over.
  
  
  
  Regards,
  
  *******************

  Business Response

  Date: 02/08/2023

  Momentum's representative ****** has been in close contact with ****************. This issue is not resolved as of yet, but the customer is aware that we are actively working to source the 2 gang meter that is needed to energize his system. 

  Customer Answer

  Date: 02/10/2023

  
  Complaint: 18868304
  
  I agree with the updated information from Momentum and ****** has been working closely with me. However, I am rejecting this response because the job is still not completed and I do not see any progress towards getting it completed. I do not have lead time, install date, or activation info confirmation from Momentum yet. Once all of this occurs, the inspection is completed, and system is activated I will accept resolution on this matter.
  
  
  
  Regards,
  
  *******************

  Business Response

  Date: 02/20/2023

  Momentum is working closely with Mr. and ***************** alongside the utility company, Eversource, to get their system up and running. Mr. and **************** have spoken to Momentum's licensed electrician, as well as manager **********, to get to a resolution as quickly as possible. 

  Customer Answer

  Date: 02/21/2023

  
  Complaint: 18868304
  
  I am rejecting this response because:

  Momentum is maintaining close communication, but the work still seems very far from being completed. 40wks lead time on a critical part is causing difficulty and Momentum has communicated the options they are exploring but unfortunately it is not clear how or when this will be resolved. 
  
  
  
  Regards,
  
  *******************

  Business Response

  Date: 03/03/2023

  Momentum has worked with Mr. and ***************** and found the product necessary to get their solar project completed. Momentum is working with the customer on scheduling a service call to complete the work. 

  Customer Answer

  Date: 03/04/2023

  
  Complaint: 18868304
  
  momentum was able to secure the parts and do the install this wk. they are also crediting my account to compensate for electric bills and lost time/effort/energy resolving the matter over the past 6+ months. I have been pleased with Momentums attention and progress towards resolution of this matter for the last several wks. Their escalation team has been helpful and diligent with follow up. I am still not accepting this as resolved because the system is still not activated. Everything is installed but needs final activation now. Once activation is finalized this will be considered resolved. 
  
  Regards,
  
  *******************

  Business Response

  Date: 03/15/2023

  Momentum is waiting for Eversource (the utility company) to swap out the meter and give ** permission to turn the system on. We continue to follow up with the utility company, but unfortunately, we cannot turn on the system until the meter has been swapped out and Eversource gives their permission.

  Customer Answer

  Date: 03/18/2023

  
  Complaint: 18868304
  
  I am rejecting this response because:
  As stated by Momentum we are waiting for Eversource to swap out the meter so the system can be activated.
  I have tried calling and emailing Eversource as well but no success. Ultimately it is up to momentum to push this through and get the system activated. Once the system is fully activated we will accept closure on this issue.  
  
  
  Regards,
  
  *******************

  Business Response

  Date: 03/30/2023

  Momentum has been in communications with the customer, and has been in contact with Eversource as well. Momentum's Master Electrician has a meeting with Eversource on-site at the customer's home on Tuesday April 4th at 11:00am to go over the installation and to discuss the necessary steps to get the system up and running as quickly as possible. 

  Customer Answer

  Date: 04/04/2023

  
  Complaint: 18868304
  
  I am rejecting this response because:
  The situation has not improved as a result of meetings. Eversource is not willing to accept the installation method or materials from Momentum. They require removal of current install and re-installation using proper materials and layout. This is a big issue because it requires ordering of another different 2 gang meter pan rated for 400A which is near impossible to order or find due to 1yr+ lead times. We are now looking at a possible 18~24 months before activation after the panels have already been paid for and installed.
  
  
  Regards,
  
  *******************

  Business Response

  Date: 04/13/2023

  Since ****************** rejection, Momentums Master Electrician is continuing to work with Eversource in getting the meter pan installed per Eversources specifications. Our Master Electrician continues to communicate with Mr. and ***************** and has been providing them updates from Momentum and Eversource as well. We are getting closer to a resolution for the customer.

  Customer Answer

  Date: 04/21/2023

  
  Complaint: 18868304
  
  I am rejecting this response because:
  Still waiting for job to be completed. Eversource and Momentum did an on-site visit and determined next steps. Now awaiting installation/correction from Momentum after Eversource disconnect/connect service. Then will need inspection. So still seems like a long ways away even though communication is flowing.
  
  Regards,
  
  *******************

  Business Response

  Date: 05/04/2023

  Momentum has maintained close communication with the customer. Eversource has let Momentum know that they are scheduled to perform the Disconnect & Reconnect on Monday May 8th, and Momentum will also have a technician on site during the process.

  Customer Answer

  Date: 05/11/2023

  
  Complaint: 18868304
  
  I am rejecting this response because:

  There has been progress but still not completed. 2 gang meter pan was successfully installed by momentum and second meter installed by eversource. Now waiting for final inspection and activation. Once job is fully completed I will update/accept the resolution.

  
  Regards,
  
  *******************

• Initial Complaint

  Date:01/19/2023

  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.

  I'll try to keep this short. I have had multiple, MULTIPLE issues with this company. The last one has lasted almost a year now. I cannot get the Manager of Customer Service to call me back as he has promised. I had a device that was defective prior to last February. I called about it in July of last year. Multiple times. This company attempted to charge me $450 on four different occasions, while blaming a third party Company, along with my lack of technical ability to resolve the problem. Meanwhile, I knew this was a hardware problem. I ended up spending my own time, and had 4 other individuals (Tech Industry Professionals) waste their time to come test equipment that we knew was defective. I ended up calling Enphase about the issue and they also confirmed that this device was defective. I had to set up the *** and get it sent to Momentum. Momentum did nothing to help get this going.This is well over potential $2000, not to mention personal time, effort and doing the work to get Enphase to send Momentum the equipment to replace the device. It took them 2 months to call me to schedule a time. They said they would come on the weekend, when I was available. They didn't. I had to take time off of work. They sent technicians, who had never put a network cable together, to install and run a cable together, to install the new equipment. It has not worked since. I spoke with the Manager about it afterwards on December 7th. He said he would have his team look into it. I did not hear back from him. I emailed him about this and he has since denied this and said he "thought everything was fine". I was promised personal monitoring from ******, a Supervisor. Which did not happen. I was promised to have my other panels that are not producing to be looked at, did not happen. I have given time and been patient with this. It should not have come to this. I try to communicate with the business and get ignored. From the way it was sold to me, to the way this is being handled.

  Business Response

  Date: 01/24/2023

  Momentum has reached out to the customer. We spoke with ******************** and advised him that the system is properly working, but because he has a hard line installed to his modem for monitoring, he would need to disconnect the cell service portion. ******************** understood and said he would call if there are any further issues.

  Customer Answer

  Date: 01/24/2023

  
  Complaint: 18856330
  
  I am rejecting this response because:

   

  The system is still not working properly. They know this. Their lack of follow up is outstanding. I was told I would have, "My service team look into this" last year, and nothing came of it. I was just told this again, and nothing has come of it. The lack of all follow up and failed promises has resulted in this. The information you have been given is incorrect. They have deflected responsibility and put this on Enphase and myself. Again, this has been a year.  Their suggested resolution did not work. Even by their response, they already know that their follow up with me has failed. I stand firmly by all of my requests, which they have not even addressed. They simply ignore me and any issue I have - have ever had, and the fact this has taken a YEAR. This failure is epic, and I now have other devices that have started to fail, since their install - that I reported to them, which have also gone ignored. Possibly due to shorting out? Or is not working due to their failure in getting this to work correctly? I have filed complaints with the State Attorney General of ***** and ********** now to follow up with their practices because of what is going on. This is not acceptable. I verified I had a defective part with Enphase. They (Momentum) said this was not true. I was able to get the part shipped to Momentum - (No assistance from them) on my own. They have tried charging me $2000 and then have been told they are doing well over $1200 worth of work, while I have had my own personal work, that I performed, with other service professionals to get this working last year. Now - they have managed to get it back to a non-working state, and telling me they are doing "free work". 
  
  
  
  Regards,
  
  ***********************

  Business Response

  Date: 02/09/2023

  Momentum Solar is in contact with ******************** and we are working through the software issues that ******************** is having.  The solar panels are working properly, and Momentum is working with our software partner to fix the issue so that ******************** can view the production of the panels.

  Customer Answer

  Date: 02/09/2023

  
  Complaint: 18856330
  
  I am rejecting this response because:
  
  Please note, my primary complaint against this business was not about the solar panels; in and of themselves. My complaint was against the reporting, the failure of reporting and specifically the last job, the last years worth of work I've had to personally put just get the panels to report (12 full months now this has been). I'm still physically the one being asked to perform work on the outside of my house. I did see a spark, but I guess that doesn't mean anything. Not to mention, I had to flip the breaker a few times before it actually worked. But who am I to question what has been asked of me? I'm trying to work with them. Also, I've used my personal money, the people I've had to invest time into. Not to mention convincing this company to honor their own warranty. Are they being complaint now? Sure. Why? Because I've taken these steps and further. Is this the only complaint I have towards them? No. But, I do not believe the BBB is wanting the laundry list that could be provided to them, and still - to this day, as you can clearly see, does not get addressed, mentioned, or even spoken about. Yet, I keep mentioning it. You hear not a word from them. I'm waiting. Have they reimbursed me for anything? No. Have they asked? No. But they have made sure to tell me how much they have spent doing the job "for free". This is why I ask for more to be done. Do better. Be better. That's what I ask for. This is why we are here today. If they wanted to work with me to resolve this, it would have been done well before today. Well before I've spent thousands. Well before I gave them back my entire solar tax credit. Please, if we are going to change subjects and complaints, then let's talk about their sales tactics that lured me into this altogether. I was duped into a 25 year "FULL COVERAGE WARRANTY". This is what I know now, to be, untrue. Let's talk about the contractors and the responsibility of who was supposed to get permission from my HOA and ENCOR and my electricity company when this started. This is in contract that it was/is all their job. I did all of it. I was told that the solar tax credit was going to be given back after the first year. This was not true. This was not even close to being true. This was deception in sales. I didn't get this in full for several years. And I had to strike a "deal" with Momentum to repay them back a "loan" because I was expecting that money the first year. So any money I received in any year afterwards, went back to them. I received nothing. Let's not deflect...yet here we are. I could keep going. Do I accept this response? No. I'm still doing the work. Physically and mentally.
  
  Regards,
  
  ***********************

  Business Response

  Date: 02/20/2023

  Momentum has worked with ******************** and has fixed the software issue. ******************** can now see production of this panels.

  Customer Answer

  Date: 02/22/2023

  
  Complaint: 18856330
  
  I am rejecting this response because:
  

  The physical equipment works.

  There were other agreements made directly from this Company, they are not addressing, when this was installed. These agreements were directly tied to the installation of this equipment (after a year's worth of a failed piece of equipment). Verbal agreements are also binding contracts/agreements. Are these not being honored now? Are we letting this go? This is part of the reason I came here to begin with. Followthrough, or lack-thereof, and agreement/responsibility. The last time I have been in contact by anyone from this Company was on January 23rd. The conversation lasted approximately 1 minute.

  Also, if we do not plan on addressing any of the other issues brought up, then we may need to address these in another forum. If I have not proven my own patience for the last year, I would apologize. I don't believe it should have come to this, but as I have shown, over a year - this is the effort it took. This should not be the "actual outcome" of what Momentum" stands for. I hope. Their word/agreement is the expected outcome. I actually expect more. We shall see.
  
  Regards,
  
  ***********************

  Business Response

  Date: 03/03/2023

  Momentum has worked with ******************* and the system is producing as it should. There was no issue with the equipment, it was a software glitch where we re-ran his cat 5 cable through our proper procedures. In addition, we upgraded his AT&T service from 3G to 4G. The software issue has been resolved and ******************* can see how his panels are producing. The system was always producing properly, we were just unable to show the production because of the software issue,but that has been resolved.

  Customer Answer

  Date: 03/10/2023

  
  Complaint: 18856330
  
  I am rejecting this response because:
  
  I am rejecting this response for the following reasons. This is not a true statement.

  This was a hardware failure from the beginning. The blame, shame and money this company attempted to put on me at the beginning of this ordeal is very true and very real. Even at the end, this was not a "software glitch". An actual hardware device needed to be replaced because of a defective hardware failure. Thousands of my own personal dollars and expenses were spent to have to prove to this company, a hardware failure was in fact there, before any action would be taken. Please keep in mind that this was a warranty issue to begin with - that I had to prove. That is why we are even here today. That is in fact the only reason action took place - a year later. This was not a "software glitch". Had this been just a "software glitch", then why would hardware needed to have been replaced?

  The promises of monitoring by the Supervisor, were denied. The panels that were supposed to be looked at, were denied. The Supervisor, who I spoke with last year, told me he could see where there might be issues, but when I asked for the same promises last week, everything promised from last year, were now denied. Any above and beyond? Not what I asked for.

  Is the issue resolved? Yes. 

  Did they follow through on everything they promised? No. If this is acceptable to the BBB, and again no repercussions, so be it.

  Honestly, being above and beyond is simple. Doing the right thing is simple. Making a customer pay out of pocket to prove warranty work should be done, is not even ethical business practice. Maybe that's just a personal choice.

  
  Regards,
  
  ***********************