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:09/28/2023

  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.

  **BUYER BEWARE.** (DO NOT DO BUSINESS WITH THIS COMPANY.)
  My 2nd complaint regarding D1G, isn't a duplicate response from me, Better Business Bureau.
  D1G hasn't resolved anything what so ever with my husband and I. Again, nothing but excuses from this company and we still haven't yet received our rebate check of $*******? D1G states, my rebate check is in line. In line of what, another year of excuses and lies from them?
  Just like my first complaint about this company, this is just like buying a vehicle w/o any tires!
  I literally have better things to do, than this! If this was just chump change, I'm paying, I wouldn't of bothered. Let's try, *** and still wants charge us even more and add 10 years on our contract! As well, I didn't say anything about if my system wasn't working? I stated that **** ********, had messed up our contract several times! We specifically said to him, we wanted a battery backup with our system because of my medical condition. **** ******** was filling out the forms on a tablet. We do live in the mountains and signals can be lost. And he kept getting our cell numbers wrong, along with important information that was needed.
  Now, this is my 3rd complaint, regarding design 1 group! A word of mouth goes along way! I will be posting this on social media, regarding D1G.
  I am more than positive, that those 5 star rating are made up!
  Very sad and unprofessional, that ***** ******* had pleaded to me, to take down my first complaint. Huuum, what does that tell you.
  I'd rather have a refund, than deal with this company anymore!! Absolute nightmare with D1G!!

  Business Response

  Date: 09/28/2023

  I apologize with your experience with us. We are working hard to clear everything up and appreciate your patience. I want to clear a couple of items up here. First the order was for ******* not ******** The contract clearly states you were not to get backup power and you were NOT charged for backup power. James was literally trying to help you out with that situation and now regrets it. As far as the rebate we are working on getting this out as quick as possible. We hope within the next 3 weeks and you will receive an email from the office on this. As long as the rebate is the only remaining issue I will push to make this happen sooner rather than later. 

• Initial Complaint

  Date:09/25/2023

  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.

  I have filed a complaint on this business these past, but after 3 years they came to my house and took care of everything. The damages on the roof, got the solars up and running, they did everything they have promised. Then after turning on the solars we got our electric bill and our bill was exactly the same as before the panels were up. I have asked for help from them to see why we are not getting the at least 50% drop on our electric bill and of course, I’m not getting any answers. I was swindled once again by this company. Do not do business with this group they tell you what you want to here take your money then leave you hanging! I am going to get in touch with the District Attorney General out of Nashville, to see if he can help.

  Business Response

  Date: 09/25/2023

  You were not swindled. We have bent over backwards helping you out including giving you a new roof that was already way past the time to be replaced for free. You are using way too much power. Even enphase said your usage was way up. the panels are producing enough to cover what was predicted but the statement you made that you can use more power because you have solar is false. that is not how it works. Solar is not magic and you cannot use more than you did before just because you have solar. We will continue to work with and help but sometimes you just cannot get an immediate response. Thank you. 

  Customer Answer

  Date: 09/29/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  All I know to say is we were told with the solars our bill will be cut in half. I know that he keeps saying I said if we had solars we could use more electricity, which I did say. I have reached out to other people that have solars, most have Design 1 solars, and they all agree, if some days I want my house to be cooler I should be able to do that with out being told I can’t use the electricity. And even when we use less our bill should go down, not be the exact amount as before. I want the company to know that we are not use extra power not on purpose. But it may seem like it because the data shows no decline in our bills. The simple answer to all of this would be get them working as promised! Our refund us and take them down.
  
  Sincerely,
  
  
  
  ******** ******

  Business Response

  Date: 10/01/2023

  The solar is cutting this customers bill in half based on what they were using the year prior to going solar. I am working with them to understand this and to also understand why you cannot just use more power because you have solar and expect the same results. if you use more you will pay more. 

• Initial Complaint

  Date:08/31/2023

  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.

  This installation of solar panels was scheduled for June 19, 2023. The panels have been installed and have yet to be connected. They state they need to find a part, but are persistent in billing me for something that I do not have completely installed. September 19, 2023 will be 3 months that I do not have this service. I have contacted the Federal Trade Commission as well as the State Attorney General concerning this matter as directed. I would greatly appreciate you looking into this business and it practices as well. Thank you for your time in this matter.

  Business Response

  Date: 08/31/2023

  i spoke to this customer and explained the issue with the existing equipment and how we have already been working on it. As a reminder you have been calling the wrong number and all future calls need to go to ************ for the best service. This issue is handled. 

  Customer Answer

  Date: 09/01/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:08/10/2023

  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.

  I signed the initial purchase contract with Design 1 group in November of 2021. Initially, things looked promising as the water heater was installed and insulation was added in early 2022 to improve my homes efficiency. However, from then on communication with design 1 was virtually non-existent. I have sent countless unanswered texts, made countless phone calls without a call back and have been completely in the dark for basically the entire year of 2022. Things started to look up towards the beginning of 2023 when I got a phone call about install scheduling. However, they claimed permitting and approvals were the hold up. I was asked to go the the municipal building to pick up THEIR permit, but upon trying we were told that they would not give it to us and design 1 group must pick it up themselves. A month or so later, Design 1 claimed to have have received the permit and they came out to install the system. While I was at work, they showed up to install and I got a call from my wife saying that they were about to run the electrical conduit on up the entire front face of my home to the panels. I rushed home and stopped them from doing so and moved the conduit to the side. While drilling holes, they drilled into an upstairs bedroom. They said they would repair it, but all they did was throw some sticky stuff on the outside hole, and drywall mud on the inside. Install was “completed” shortly after. Fast forward 5 months and the inspector finally comes out to look everything over. Needless to say it failed the inspection. Water and corrosion all over in the system. Batteries shorted out from water, water in the main inverter. Was told they would send the team out the following week to fix all the issues. I’m writing this 2 weeks after the inspection and still have no contact with the company. Last night all the breakers to the solar system tripped after a rain storm and i cannot restore power. Phone numbers come back disconnected. There’s more that I didn’t mention.

  Business Response

  Date: 08/10/2023

  Yes, there were multiple issues here. starting with it taking forever to even get the city to approve the panels. the ceo even made a trip down to make this happen. Now the install. we did receive some faulty parts from the manufacturer. unfortunately we do not know which jobs they are until they fail. I know someone worked after hours to help you get most everything back online. Also the "Head of Installation" and a crew will be showing up monday with tech support ready to correct all issues. We appreciate your patience in this but like all other issues we will get this resolved as well like we always do. Thank you

• Initial Complaint

  Date:08/07/2023

  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.

  I was told if you refer someone and they buy the system. You would receive $300 as a referral fee I referred to people one bought one did not so they owe me $300 they refused to pay because they’re a bad company. They won’t even return the phone calls. They are crooks.

  Business Response

  Date: 08/07/2023

  I have emailed the customer to find out who they referred that got installed so we could get this handled. I can say with certainty that we have not refused to pay a referral bonus nor do we have record of this customer calling in since february. we will get this resolved. 

  Customer Answer

  Date: 08/14/2023

  Design one group has sent me a check for $XXX. I put it in the bank today so this has been resolved as long as the check don’t bounce and go through without any problem at that time I will let you know.

• Initial Complaint

  Date:08/07/2023

  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.

  This is my second time posting a complaint. The first time, the CEO called me and explained all his issues and I was sympathetic. He promised me he would be easy to get in contact with and they would resolve our issues immediately. This was a lie. My efforts to call him later that day and week went not only with no answer, but with no return. I've been promised resolution by employees who will not answer or return my calls.
  
  D1G received full payment for our solar system in April 2022 through financing on Mosaic. We were promised a $5k cash rebate. They assured us that our panels would be operational by the end of the summer in 2022 when we would receive our rebate. It is now the end of summer 2023 and they are not interconnected due to their mistakes and blatant disregard for follow-up. We were extremely understanding amid the initial delays. D1G continued to make mistakes with the installation, schedule people to arrive without communicating with us, and also left our electric off on at least one occasion -- our refrigerator had no electric. They would not communicate and actively avoided our calls to find out what is going on. This has been going on for over a YEAR.
  
  I spoke with the owner/ceo earlier this summer and he promised this would be resolved in by end of June. It's August. Our panels are not interconnected due to D1G's mistakes and they have straight up admitted to lying about the rebate.
  
  EMPTY PROMISES AND ABSOLUTELY NO CONCERN FOR CUSTOMERS OUTSIDE OF GETTING OUR MONEY.

  Business Response

  Date: 08/07/2023

  We have been working extremely hard to get this closed out. In fact last week we had a response from the municipality that we cannot control, saying the inspector has been out and way behind due to personal reasons. So they are just letting things pile up. We cannot force them to do anything and we have been calling every week pushing them to do their part. Everything on our end is completed and just waiting on them. In fact your system is producing to the point that at this moment in time today your home is running off of 100% solar power. We just need the other entities to do their part for you. 

  Customer Answer

  Date: 08/15/2023

  We are in this position because D1G failed inspection twice.  Yes, I realize it's in their hands but IT WOULD NOT BE had you passed one of the other TWO opportunities.  

  I am fed up with no communication and this company taking advantage of us.  Please STOP COMPLAINING about things that are YOUR FAULT.  You HAVE NOT completed your contractual obligation to have these integrated into the power grid.  NO YOU HAVE NOT.  STOP LYING.

  Business Response

  Date: 08/15/2023

  As you said we completed everything and it is in the hands of the inspector. No one is lying to you. Failed inspections happen all the time due to the hundreds and hundreds of municipalities we work in and often one wants things different. Now that we are completed once the municipality does their part you will be done. We owned it and we completed our part. We will push them as nice as we can to complete theirs. 

• Initial Complaint

  Date:07/24/2023

  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.

  I have attempted to have this company install the right sized solar battery that I am currently paying for and have been for over 2 years but they refuse to do so. I'm not saving anywhere near what they promised on my electrical bill. If anything I'm paying even more a month. I have contacted them on this platform and over the phone for over 2 years. All they do is promise to do things but still never do anything but ignore us. I'm tired of being patient for all these years and still they do nothing to fix the issues. All I want now is for them to remove everything they have installed, repair everything they damaged on my house back to what it was originally, and cancel/pay back our loan with Mosaic.

  Business Response

  Date: 07/26/2023

  i do see your system is producing better than expected. I will have someone look into the battery size to see what was installed. we may need to do a site visit. 

  Customer Answer

  Date: 08/16/2023

  I’ll break it down in simple math so you can see how it is impossible. If I have 24 circuits (which I have more than 24) and only 6 are connected to solar (which there are only 6 connected to solar) then only 1/4th of my home is getting solar. Which means that 3/4th of the circuits are running on the electricity that the city provides. Which in turn means that 75% of my home is not on solar. So yes it’s impossible to save 80% when 75% isn’t connected to solar because that’s how the people you hired to do your work installed it. Therefore if my electric bill is $100 (for simple math purposes) which it never is, and 1/4th or 25% of my home is on solar. Then I should be saving $25 of that $100 bill but I’m not. Again that’s simple math with hypothetical numbers not my actual bills because I don’t even save 25% and my electric bill has never been that low even after solar and battery installation. I need someone here to make it so I save what your company promised and deliver the battery I already paid for. I don’t want anymore excuses. I want what I paid for. If not I want you to remove it all. Return everything to how it use to be before your company ever became a problem and pay off the mosaic loans or get them canceled. I need either of these done by the end of next month or I will contact the DA and everyone else you and your company has committed a crime against and see what they have to tell the DA. 

  Business Response

  Date: 08/16/2023

  that is ONLY for the backup loads. the solar is feeding your entire house. In fact i just pulled up monitoring and right now your house is running 100% off of solar and your battery is recharging. Once the battery is fully charged that excess will then go to the grid. 

• Initial Complaint

  Date:07/21/2023

  Type:Customer Service 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.

  This is my second complaint with the BBB about D1G. I filed my original complaint regarding the same issue on 04/26/2023. The CEO of the company, Chris Cole, reached out to me by phone and email after my last complaint. I was promised a refund check that was was supposed to be sent to us by the end of the week in November of 2022. The CEO then promised we would have our check mailed to us by the end of the fiscal year, which was almost a month ago. We still have not received the refund check and the calls we make to the business leave us with the same response of them escalating the issue and someone will reach back out to us, which never ends up happening. When I call and ask to speak to Chris Cole (CEO) directly, I am always told that he is not in the office and I am not told when he will be in to speak with me. This business just keeps putting us off and refusing to send us our refund check for services that were never provided to us. I have been told that they are short staffed and have been given a multitude of excuses for an issue that is as simple as writing a check and sending it in the mail. I am unsure if the company just doesn't have the money they have owed us for almost a year, or if this company is truly scamming people out of their money and hoping they get irritated enough to just give up. The only way to draw attention to this issue and truly get a response is apparently through filing BBB complaints. I resolved my previous complaint because I was asked to mark it as resolved by the CEO and was told I would receive the refund check, which still has not happened. This time, I will not resolve my complaint until there is true action taken to fix the issue.

  Business Response

  Date: 07/21/2023

  The CEO did promise you the rebate yes and you will receive. He had also explained to you that due to the bad winter and the Tech banking crash that we were way behind and had a lot of catching up to do. We have scheduled any rebates to start going out in august and will make sure you are in the first batches to go out. We truly appreciate your patience in this matter and apologize you were unable to get these answers when you called in. 

  Business Response

  Date: 07/26/2023

  If he told you the end of the fiscal year that is the end of September. you in no way will be waiting until the end of September. We do not like this any more than you do. I am looking to see if we can get yours out ahead of the scheduled time. We truly appreciate your extreme patience during this. 

  Customer Answer

  Date: 08/02/2023

   
  
  Better Business Bureau:
  

  We were given the date of June 31 and were told it was the end of your fiscal year. There is obviously a lack of communication within the company. I will be expecting my check in full this August. If it does not come I will be filing another complaint. Also, I was told that I would be receiving a call back from the CEO the day I filed this complaint and have still not received that call. I was also told the CEO would receive the email relaying my message of wanting to speak with him directly with "high importance," so he is either not checking his email or just doesn't care about his customers. I have been immensely disappointed with the services, or lack or services, provided by this company.
  
  
  
  Sincerely,
  
  
  
  Hannah Ramsey

• Initial Complaint

  Date:07/17/2023

  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.

  Design 1 installed solar panels on my home in September 2022. A permit with the city of New Albany was never gotten, and still to this date the panels are not operational! I have called serval times with no response! No im stuck with a ******* bill with no service.

  Business Response

  Date: 07/17/2023

  I have reviewed the file and it looks like permitting had new requirements we had to go through last year. i also see you spoke with someone today and we are again trying to get the municipality to do the inspection. We are also scheduling a service to connect your system to monitoring. We absolutely appreciate your patience while we work through the required changes which also involved new licenses we had to obtain to close this out. 

• Initial Complaint

  Date:07/05/2023

  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.

  Solar panels were installed September 2022.This is July 2023 job still.not finished.Project has failed inspection twice.I made numerous phone calls and left numerous . messages but no answers.Money paid to them is ****** dollars.The contract doesn't have a number.This company has a Virginia contractor number 2705153419.I just want this job completed and working as it should.

  Business Response

  Date: 07/05/2023

  in reviewing the notes I see that you have spoken to us. The phone number is on the contract, ************* Your system is up and running. Per the inspection there is another piece you need with this utility to be able to get credit for what little over production you may need. We are working on scheduling this.  You have produced over 4 megawatts of your own power. Also we hold contractors and electrical licenses in several states. 

  Business Response

  Date: 07/26/2023

  I believe the customer meant to hit resolved as this is now resolved. We worked very hard to make this happen. the system is producing very well now. i just checked the monitoring. 

  Customer Answer

  Date: 07/27/2023

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ******* *****