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:12/22/2023

  Type:Order 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.

  On 10/21/2022 I signed a contract with Empire Solar Solutions to have my 38 Q-Cells 360w, EnPhase Micro inverters installed (which was done in 2022). In the contract exists a clause that states the following, "One-time courtesy of a free removal and reinstallation of the system in case of a roof replacement later down the line". I reached out to a local roof installer to get a quote as I noticed some water damage in my attic and on my rafters. I then reached out to **** from Empire Solar Solutions to ask him to have someone come out to remove and reinstall my panels. He informed me that they work with a roofing company and can have someone come out and give me an estimate. He also asked what my first quote was. After 2 weeks I reached back out to **** who quoted me a $200 less than my other quote and told me that I would have to reach out to another company to pay for the removal and reinstall of my panels. When I told him what I had in my contract, he said that the quote would be higher (this is obvious to cover the cost of the "free" removal). I then received several calls from one of the owners, **** (Possibly *************************). He said that the contract was vague and that there was no way he would allow me to use my own contractor to replace my roof (I'm not arguing the company to remove/install the panels). He mentioned that it's not their policy, which I responded that the contract has no mention of policy plus a policy can't infringe on contracts as the contract would always supersede.Empire Solar Solutions is currently in breach of my contract. They are not willing to honor the One-time courtesy of a free removal and re-installation of my system. To give me a quote at $13,800 and then say that the quote would be more if I have them remove and install for free blows my mind. I am trying to have the issue resolved here first before involving the courts and lawyers.

  Business Response

  Date: 03/05/2024

  Our team has made several unsuccessful attempts to get in touch with ****************** to address his concerns. After careful review of his contract, we acknowledge that he was offered a one-time courtesy of a free removal and reinstallation of his panels in the case of roof replacement need. We will continue our attempts to coordinate this with ****************** and invite him to contact our office directly to discuss. **************. 

  Customer Answer

  Date: 03/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  If by "several attempts" you mean, called me two times within less than. 20 minutes of each other during the same day while I am at work, then yes, it was "several attempts". I'd say it was more like, a couple of times but semantics right...for the record the business co-owner knew of my contract and said it was "too vague". Again I'm glad the realise they were incorrect and are trying to work towards a solution now. 

   While I am very glad that Empire Solar has come to their senses and appear to be working to resolve the issue, the issue is currently unresolved. I did communicate with first representative whom informed me that they will honor my contract., now just trying to schedule when the service can be removed and then added. Again, I feel my issue won't be fully resolved until my system is properly removed and reinstalled in accordance with the contract. 

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 04/11/2024

  As of 4/9/2024, all work related to ********************** complaint has been completed. We were able to remove the system to accommodate the re-roof needed, and have reinstalled the system. The system is now fully operational and all panels reporting on the monitoring system.

  Customer Answer

  Date: 04/15/2024

  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 and the matter has been finally resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:10/23/2023

  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.

  In December 2022 Empire Solar installed solar panels on the roof of my house. Before they installed the panels they put a new roof on my house. The roof has been leaking in multiple spots ever since. I have contacted Empire Solar numerous times over the past 10 months about this. They have sent someone out on multiple occasions and every time their employee finds something else that was done wrong during the install of the roof. They say they have to go back to the office and talk with their manager about this but they never return to fix the issue. My ceilings now have water spots in four different locations and the ceiling in actually starting to come down in one location

  Business Response

  Date: 12/14/2023

  Our company has been in contact with ****************** regarding ongoing concerns raised about the roof leaks following the installation of a new roof and solar panels at his residence. As of this time, repairs have been made to ********************** roof at no additional cost to the customer.
  It's important to note that during the review of the case and on site inspection, it had come to our attention that the origin of the leaks were coming from areas on the roof where solar panels were not installed but from an area of the roof that is low pitch, and where our crew had provided guidance to the homeowner on suitable materials for the re-roof during the installation process. Despite our explicit recommendation against installing shingles on a flat or low pitch roof, a decision was made by the homeowner to proceed with this material for aesthetic purposes. While we have taken prompt measures to address the leaks and rectify the situation however, we must emphasize the significance of adhering to professional recommendations to ensure the longevity and effectiveness of any future installations or repairs. We are committed to our customer satisfaction and the durability of our installations and are continuing to work with the homeowner, and remain committed to providing the best possible service to all of our customers.

  Customer Answer

  Date: 12/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  First I would like to state that the issues with my roof had nothing to do with a low pitch. The issues with the leaks in my roof were caused by inadequate flashing around my chimney and also along the siding of the house were the roof runs alongside the house. Secondly I never received any guidance in regard's to how to cover the low pitched roof. I was asked my opinion as to what I would like. I told the company I would like shingles put on the roof, if they thought it wouldnt cause any issues.

  They shingled the low pitched roof, which led me to believe that it would be ok.

  Also, to date, the company has not yet fixed the damage to the interior of my house, caused by the leaking roof

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 03/15/2024

   

  
  
  Empire Solar returned to *** ******** house in January 2024 to repair his roof at no additional cost to the owner. Since returning for the repairs, our company has also had our work inspected by the towns building department (for both the re-roof and the solar installation) and a Certificate of Compliance has been issued and associated permits are now closed. A copy of the certificate is included for documentation. 

  
  
  
  Thank You, 

  
  

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

• Initial Complaint

  Date:07/17/2023

  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.

  ******************* came to my house to try and sell me a solar system for my house and said:-Empire will take care of all permits.-There is an $8,000.00 Federal Tax Credit and a $5,000.00 State Tax Credit. That after I file my taxes I could put the $13,000.00 towards the principal balance. -That once the system was installed, I would get $1,000.00 check. -There would be an app on my phone that would monitor the panels: How much my panels produce, how much electricity I use, then I would be able to see the difference from my phone. That if I produced more than I use the rest would be banked, and that I could see all this from my phone. I told him data like this was very useful when I go to sell my house. -I expressed concerns about my roof since I just bought the house, that the roof is new, but I have no idea what is underneath the shingles. **************** said a roofer will come out and make sure the roof is ok, that I shouldnt worry the panels dont weigh much. Again I stressed structure as a concern, and he said it would be inspected. Nov. 30th, 2020 Signed the contact for the 29 Enphase microinverters & the cell monitoring back up kit. Dec 30th, 2020 Empire Solar pulled permit.Jan 14th, 2021 Install started. Feb. 2021 System went on-line.Before the installation, on 13 January, I spoke to **** then *** and let them know no one had come out to look at the roof prior to installation. I asked the installer the day of the installation about the inspection, and he said he is an installer not a roofer. I let **** know this on 14 Jan. I told **** that I wanted to know when the outside tech came to look at the roof. She said *** would be in touch. I spoke to *** and he said an outside tech came to look. I told him I have cameras and would like to validate this, when was he there Ill check my cameras? He said he would find out and call me back. When I spoke to him again, he said it was inspected and I informed him I did not see anyone on camera inspecting, he then said it was his installers that looked. I asked, the same installers that told me they are installers not roofers. They system was installed, and I received a message form **** telling me now all I have to do was post the link she sent me to my FB page and then I would get the $1,000.00 check. I messaged her back and told her I didnt know there was a condition to get the $1,000.00. That I was not told about this when *** was trying to sell me the system. In Nov of 2021 I reached out to Will and asked how I see what I had banked with my solar production overages? He referred me to *******, she tried to help, but when she could not figure it out, she referred me to Central ******, who then referred me back to Empire Solar. Jan 12th, 2022 I messaged **** and told him I am still having problems trying to find out what I have banked with extra electricity production. He never responded.The week of 9 May 2022 I finally got someone at Enphase to answer some questions about my use compared to production and how much I have banked. I was told not all of my functions were activated which he then activated, and I could see more Data. I told him that when I looked at the app and my daily production always matches my usage. No matter how sunny, or cloudy it is it always matches. Where is my production overages? He told me that I could not see that because, that was not installed on my system. That I could go back to Empire and ask that device be installed on my system. 16 Mar 2022. Considering ****************, nor the office staff could assist with my issue on the app I messaged **************** to let him know what I had found out and if he called, I could explain it to him. I thought it might help others. He never responded back.As far as using the $5,000.00 check and the $8,000.00 check I got back from the State and Federal for my solar tax refund, it didnt work like Wil had explained. If I only paid $3,000.00 in state taxes thats what I got back. If I only paid $4,000.00 in Federal taxes that is what I got back. 28 April 2023. ****************** from Code Enforcement informed me that he never did a final on my solar, that my permit expired Jun of 2022. I called Empire Solar that day and they said sometimes times these things fall through the cracks. To call back in 10 days and they would look into it. I waited 10 days and called back and was asked to call back again. Since 28 April I have made several calls to Empire about not having a final. A few weeks ago I called and was told they just got the engineer plans drawn up, now they have to get a 3rd party electrician to come out and sign off. -How did they get a permit without plans?-How did they get Central ****** to turn on the service without engineer plans, electrician to sign off, or a final from code enforcement signing off on the work? I had called again on 11 July, and was told the 3rd party electrical was out yesterday and put his sticker on the box. I said I was home all day, and no one had come out. I was then told he would be out in a couple of days. I called Mosaic, the company Empire recommended for financing and asked how did Empire did get paid since the system was never signed off by Code Enforcement. I was told they issue a check once the system is turned on, that they dont have to have a final from Code Enforcement. I let them know that I could not sell my house right now with this permit issue. That I need to pay to reopen the permit, get engineer plans, and a third-party electrician to sign off then I could call for a final. Right now:I still do not have a final on my system that was installed in January 2022 That I am missing a component that would track all electrical data.

  Business Response

  Date: 08/23/2023

  Our company has been working with ******************** to resolve and address his issues and concerns. At this time, we have closed out the permit for his solar installation and our company paid for any fees associated with the expired permit. The building inspector deemed that the install was done in accordance to state and local jurisdiction code, and that the structural integrity of the roof was satisfactory for the added weight of the panels. Our company had official engineering plans stamped by a licensed engineer in order to obtain permits and copies of these are available to the customer at his request and they are also on file with his local code enforcement office. The utility company also has copies of all these documents, as they are mandatory for getting permission to operate the system once installed. 

  We have made sure that ******************** had access to his monitoring app so that he can see his system's production as well as any alerts to communication issues or errors so that he is able to report them to our company so that we can address them in a timely manner. We are currently working on confirming a date and time to install a consumption meter so that ******************** is also able to see how much energy the household demands versus how much energy the system is producing. The consumption meter is not something that we typically offer in our install package however, we wanted to provide this equipment as a courtesy for any inconvenience or misunderstandings.

  ************************ install was completed on 1/14/2021 and we issued his sign on bonus check on 2/18/2021 which is within our company's standard turnaround time for this incentive. We typically release these incentives after the customer's utility company grants "permission to operate" which was granted on 2/5/2021. In regards to any tax incentive concerns, it is clearly noted in our contracts that any other incentive amounts provided to the client either verbally or in written form are estimated based on public information, and should not be construed as tax or legal advice. Incentives may vary on individual circumstances and are subject to change by the organization or governing body responsible for the incentive. We encourage our clients to seek legal or other professional advice from a professional certified in this field for more definitive information.

  It is our company's utmost goal to ensure our customer's complete satisfaction with their experience in choosing us for their solar install and we hope that ******************** finds our remediations satisfactory as well. 

• Initial Complaint

  Date:04/03/2023

  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.

  Empire Solar installed my Panels in November of 2022 after months of delay. They destroyed my property doing so and still have not completed the necessary work promised to me. They failed inspections and have not return to fix issues from the inspection nor will they give a date to return and fix the issue. Meanwhile, the panels are still not activated and the finance company have been billing me me for a service I do not have. I have spoken to the owner **** who have me his phone number and he has stop responding to my calls after making empty promises to resolve my issue. He and his team turned out to be liars and horrible business people. I have been ***** to be patient and work with them as much as I could but I have now realized they do not care. Im planning to take this issue to the next level because there is no urgency or concern to resolve all the issues necessary. I would rather be giving a positive report on this company but clearly they do not care to grow their business through positive experiences. At this point I do not plan on referring them to anyone. Clearly the horrible service began with the owner **** who to this day have failed to follow up with me to endure adequate service to the sales ***************, to the office manager *******. They all have proven themselves to be liars. And they have any integrity left, they would make sure the issues and the promises they made come to pass.

  Business Response

  Date: 04/12/2023

  Our team has been in contact with our customer about the issues addressed in their complaint regarding their install. One of the main issues our team was having was not getting any calls back or responses from the inspectors at their jurisdiction's code enforcement offices to coordinate inspections and discuss the project. Our team had left countless voicemails and emails with no response. We escalated this to higher management within our company and after finally being able to coordinate with the code enforcement offices, the appropriate inspections have been scheduled and we have reimbursed our customers for the unexpected bills they have incurred. 

• Initial Complaint

  Date:03/31/2023

  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.

  One of the primary reasons that we selected Empire Solar Solutions as our choice for a Solar provider is that they assured us they were monitoring our system at all times. False! On March 25th, we took a look at our solar app, to find that we have not been receiving Solar power since March 18th. We do not look at this app often because we were assured that Empire Solar Solutions watches it 24/7 for us. We called Empire on March 27th, when they opened, to let them know that there was either a problem with the app. or with our solar panels. We found out yesterday that it was actually our inverter and not the app that had failed. We have not even had solar for 3 years now, yet the inverter has already failed! We were then told that they would order the inverter, but it will take 2 to 3 weeks for the inverter to come in and then they had to schedule us to have the inverter installed. This will leave us without solar for at least 6 to 8 weeks from the time it failed. The Director of Communications told us that the service fee to install the new inverter is not part of our warranty so they will wave that fee due to our inconvenience. While we appreciate them waving the fee this does not help us with the expense of our lost solar for 6 to 8 weeks nor does it explain why our system is not be monitored as we were told it would be. I feel we should be compensated for all of our lost solar as we are going to have very high electricity bills while our system is off. I reached out to the Director and part Owner of the company and have not received a call back. This is not how you run a business.

  Business Response

  Date: 04/07/2023

  Our team has been in contact with our customer since they reported the issues their system is having to our office on 3/27/2023. Although it does not happen often, there are occasions that equipment fails and needs to be replaced. The inverter installed at this residence was covered under warranty and was approved for a replacement from the manufacturer. Unfortunately the turnaround time the manufacturer estimates to have a new inverter shipped to our company can be upwards of 8 weeks which we understand can be a lot of time for someone to go without their system functioning. We were able to get a replacement inverter of the same make and model from our distributor much more quickly and at no cost to our customer. We have a date confirmed with our customer to send our team on site to install the new inverter and get their system back up and running. We have compensated our customer for the unexpected utility bill they incurred for the month of March 2023 and have agreed to pay their April 2023 bill as well when they receive it. We understand our customer's frustration in being under the impression that we have staff monitoring our customer's systems at all times however, as a very small local business, we unfortunately do not have the staff capacity to monitor all of our customer's ************. We do our best to keep a look out for major alerts and address them in a timely manor but we also rely on our customer to check their monitoring sites regularly and report any issues or concerns they have to our office staff so we can quickly identify and resolve the issues. 

   

  Customer Answer

  Date: 04/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  This past Friday, April 16, I received your letter dated April 7th stating that I had 6 days to respond back to Empire Solar Solutions response regarding my complaint.  Then today I received your letter dated April 13th stating you had not received a response back from me so you were closing my complaint.  The issue with Empire Solar has not been resolved.  

   

  I do have an issue with the fact that we were told that they were monitoring our *********** and now they are telling us that we must have misunderstood, and we were also responsible for monitoring our own system. We did not misunderstand that was what we were told a few times, not just once.  Empire Solare did agree to pay our March and April *** ********************* and that is appreciated.  They also told us that on April 12th our new inverter was to be installed and they left us a message the day prior that their tech had a family emergency and could not come out to install the inverter. They stated that they would reach back out with a new installation date. It has now been almost a week and we have yet to hear back from them with a new installation date. We only have 6 more days left in our current *** ****** cycle and then we will be into our May bill.  We are missing our best months of solar.  We need to have this issue resolved soon or we expect Empire Solar to pay our May *********** bill as well.  We do understand that equipment can fail it does not seem reasonable to us that this inverter that runs the whole system fails in less than 3 years of having it.

   

  We have reached back out to Empire Solar looking for a new installation date for our inverter.

   

  Thank you,

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

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 05/01/2023

  At this time, the work has been completed to replace and repair the equipment that was not functioning and the system is operating normally. We have compensated our customer for the loss in production and the inconvenience of utility bills incurred while the system was not functioning. We understand the frustration and confusion over the monitoring of our customers sites - we do our very best as a small, local business to keep track of issues as they arise however, we do still appreciate their cooperation and participation to use the apps available to them to alert us of issues that come up so we can address them as quickly as possible. 

• Initial Complaint

  Date:02/13/2023

  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.

  Have contacted the Communications Director, *************************** by phone and email requesting the invoice for the install of the solar panel system project completed in May 2022 for months now. She has yet to return my calls after leaving a detailed voice message at her business phone number asking that she send me the necessary documentation needed to fill *** and Federal tax solar rebate that the salesman Nori informed ** about. This is inadequate and terrible business practices. The Director of Communications, *************************** should not be working in this capacity as she does not communicate adequately nor does she follow through with her job responsibilities. I would like the invoice of the cost to install the solar panels as well as any necessary documentation needed for tax purposes emailed to me as well as to mil me hard copies to my home address of ******************************************************************************* immediately.

  Business Response

  Date: 02/21/2023

  This complaint has been reviewed and addressed. Empire Solar Solutions has been in contact with the customer and they have been provided with the 2022 Federal Form **** and ************** Form IT-255 for their tax rebates and credits. They have also been provided with a copy of their signed contract with Empire Solar Solutions. 

• Initial Complaint

  Date:02/10/2023

  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.

  Empire solar installed solar panels on my house around February 2019 and never closed out the **** When selling my house starting in 2022 it was discovered that the *** was never closed. Empire Solar took from October 2022 to January ****************************** the meantime while correcting the building issue the solar panels were turned off and now my panels are not producing any electricity. This caused me to incur an electrical bill from the power company. I have tried to contact Empire for them to pay the energy used for the period the solar panels were inactive. I have yet to hear from them. I have called and no answer from the customer service office or anyone from the company. Empire solar has provided terrible customer service and their excuse is COVID, which was not an issue until 2022. Empire solar needs to do right and pay they electric bill incurred due to there negligence in finishing they work in 2019.

  Business Response

  Date: 02/21/2023

  The issues highlighted in this complaint have been resolved. Empire Solar Solutions worked with the customer and the local building department to close out the permit. Final inspections have taken place and we have requested that the building department mail a copy of the *** directly to the customer's new address. During the process of closing out the permit, the system did have to be decommissioned for a period of time resulting in the customer receiving an electric bill. They provided us with a copy of their utility bill and it was recently reviewed and approved for reimbursement. A check has been mailed to the customer for the full amount of the bill. 

• Initial Complaint

  Date:11/15/2022

  Type:Product 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 was assessed an upcharge that I was not aware of and did not approve, Paid against my better judgement. Asked that my previous data be restored and have been BLOWN off. ASKED THAT MY CURRENT MONITORNING be accurate, NO RESPONSE, THIS COMPANY IS NOT RELIABLE AND A RIP OFF. i WANT MY MONEY BACK AND HAVE YOU TAKEN OFF MY SITE. NEXT IS THE ***** BLITZ, I WILL CONTACT ALL CURRENT TV AND PRINT *****.

  Business Response

  Date: 11/17/2022

  This complaint is intended for Empire of ****, **. This is not our client. 

  Customer Answer

  Date: 11/17/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  Date:11/04/2022

  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.

  I agreed to purchase solar panels from empire home solutions. They did an in depth interview about my family's energy needs and recommended a specific number of panels to fully meet those needs without needing to pay anything to nyseg. In fact, they said we may even produce more energy than we need. They said that the roof would need to be replaced before the panels could be installed, so we agreed to that as well. The roof was replaced, but the workers left absurd amounts of garbage on our property and damaged our gutter guards. Pieces of the roof fell off within days of installation. I contacted Empire Solar and showed them pictures; they apologized about it and sent someone out to look, but nothing was done. At one point, we were promised that the damaged gutter guards would be replaced if i sent a quote; I did, but they were beither repaired nor replaced. Soon after, the solar panels were installed. The installers left piles of cigarette butts and metallic dust in our driveway that cut my child's foot and would not wash away. In July the solar panels stopped working; I contacted empire solar but have not had a response. The most concerning part is that our energy bills have actually increased since installing the panels (our energy usage with nyseg). That's in addition to the payments we make to empire for non-working panels and a sub-par roofing job. **************** has been terrible--they apologize profusely but do nothing. I've been in frequent contact with ***************************, who was assigned as some kind of project coordinator or customer care coordinator, but she stopped replying to my emails and phone calls. At this point, we're beyond frustrated and will need to get another company to repair the roof and solar panels because empire solar does not have contractors that do quality work and they were unprofessional and disrespectful of my property. I'm seeking a refund of 50% of the contact/financed price to pursue the repairs from a more reputable company.

• Initial Complaint

  Date:10/11/2022

  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 March 18th Empire solar was not bale to fulfill their contract obligations of **pe of panel and KW size install on my home. They in turn showed up with 30 larger panels which made up a different pattern and non **pical clearance layout install as opposed to what they designed and submitted to the building ***** I asked for them to certify the install was safe and sound and they did so with an architect letter and then offered in email to make amends with a 3 month installment payment with a total of $873 dollars to which later they refused to pay saying in quote "they are done handing out money". I have never asked Empire solar to supply or payout anything that was not in contract. The system they installed was less KW than contractually obligated (2 inverters less) to provide and I did not complain. Empire solar was very dismissive in nature in basically expecting them to fulfill their promises even after not supplying the system they were paid to install. please do not let them tell you ** went out of business because this was after my install took place. **

  Business Response

  Date: 11/08/2022

  We will look into the alleged claims made by the client above. The reality is ** modules are obsolete and we required to fulfill orders by increasing panel counts or utilizing a higher wattage module. We have not had a single issue to date and if anything, go above and beyond in order to meet clients electrical needs and oversize systems when this situation occurs. As for reimbursement, that does not sound like an issue. We can handle this and respond directly to the client in a timely fashion. 

  Customer Answer

  Date: 11/16/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   

  I have just received the email today from the BBB as I checked my Junk folder today by chance and retrieved them from there. The business has made no contact with me in regard to outstanding monies owed, please advise as to next steps. 
  

   

   

  
  

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

  Customer Answer

  Date: 01/25/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
  

  
  

   

  
  

  I am writing to inform you the vendor has not made the promised restitution noted  in their email of the cost of the three months promised. No contact has been made either. Can you please assist? 

  
  

  Thank you, 

  
  

   

  
  

   

  
  

   

  
  

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 01/26/2023

  We are on this. Payment will be remitted immediately.