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:07/05/2023

  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 financed 20 solar panels, a backup battery and a water heater for $71,390 at 1.99%. I started making payments on this project in May of 2022 after the agreement started in January of 2022. I am writing this complaint in June of 2023. My system was installed on my roof last year, but I am still not operational. I have been paying on my loan for over a year in addition to my power bill. My payment will change to an additional $83 each month starting next month and I have received nothing that would indicate we are any closer to being able to use our installation. I call this company multiple times a week and have received not a single call back from the person who is supposedly handling my account. I have given up hope at this point, but hopefully someone will read this and not make the same mistake I did.

  Business Response

  Date: 07/05/2023

  Looking into this now. Whatever the issue is we will expedited and get it done. If it is completed we will let you know. 

• Initial Complaint

  Date:06/29/2023

  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 One Solar did not follow through on promise made to install and get our solar panels functional. We want them to work as promised. From reading other complaints, I see we are not the only ones they have done this to. They definitely need to follow through with their end of the commitment.

  Business Response

  Date: 06/29/2023

  Actually your system is on, has been on and is producing. In fact you have produced over 7 megawatts of your own power. The team is working on getting you credit for what extra you may produce to help you even further. I have reviewed the notes and hopefully this will be completed out shortly. Someone will reach out if there is something for you to sign. Monitoring attached. 

• Initial Complaint

  Date:06/22/2023

  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.

  We got our solars 2 years ago from Design 1 Group. We can not use them because the company will not finish up to turn them on. They will not take my calls or will not reply to any emails I have sent. We have hired a lawyer but we just want them to do what they promised to do. We have a ********* loan that we have to pay for something we can not use!

  Business Response

  Date: 06/27/2023

  This is in the process of being handled. I have communicated with **** ******. Please close resolved. I believe the first service is set for next week. 

• Initial Complaint

  Date:06/06/2023

  Type:Product 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.

  We purchased the solar panels, install went fine but they do not produce anywhere near the amount that was agreed upon in the contract. I over purchased by 5 panels to help with that and still on the sunniest of days we might see minimal savings.
  
  I have reached out and spoken with so many people to not get any where. They wanted my utilities statement to compare saving and called I don’t know how many times to get yet another person that does not know anything about the situation. I am beyond furious, the solar panels don’t make any money once so ever to ally to the bill. I have 25 paper weights on my roof I am paying *** for every month with zero return.
  
  Next step is a lawyer.

  Business Response

  Date: 06/06/2023

  I have pulled the monitoring and it appears the system is producing the 75% predicted and now more. See attached. I will have a tech look at it to make sure the ct's are not backwards but even if they are it is even more production. System is working as it should. I also do not see where we have heard from you since december. Please feel free to call ************ with any questions or concerns. 

• Initial Complaint

  Date:05/15/2023

  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 our house in 2019. The issues is ongoing. In a very short period, the panels stopped working and we get almost NO energy production. We have tried repeatedly to contact the company. We only want them to fix the panels. There has been a giant run-around that feels like they are just trying to put us off. They asked for our energy bills. We provided those. They then said we had to give them the originals. NO. They won't return our calls. Nothing that they installed works as promised. They won't even send someone out.

  Business Response

  Date: 05/15/2023

  we do not have access to your monitoring since the contractor who did the install did not provide it. We will perform a service call to get this set up so we can see what the system is doing and also make sure you have access. I also see we discussed with you twice before install of potential problems of the trees around the property. I am sure they have grown since. When we do the service to set up monitoring we will also advise you on what to do with that. If anything is needed. 

• Initial Complaint

  Date:05/11/2023

  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.

  We purchased our solar panels along with the available conservation package on 3/5/2022. We were told that install would be within 30-45 days. The initial communication was great, we had texts from multiple people in multiple departments, we were told about the process of install and how to ask questions. Our panels were installed on 6/29/2022 and complete late in the day. I sent a picture of the conduit that was installed running over the gutter and the shoddy job of wiring that was done. I got a call back that day or the next and the person had talked to the engineers who said that was not the correct way to install the power line to the panels. They were supposed to send someone out to fix it as soon as they could schedule. It is not fixed to this day. Now, the electrical panel they installed for the panels is pulling off from the wall outside. The panels have never worked, they failed the first inspection, we were told they would get someone to fix it asap. Someone came out and changed some wiring, but no inspection to turn on the panels as of today. We have called so many times to check on the status of the panels and finally turning them on, but the same thing always happens, we get in touch with someone and they send us to voicemail. We have been paying on the panels since May of 2022 but have not had a working product for a year now. Obviously the check we were promised at completion has not arrived and the water heater they provided is completely inadequate for the size of our family. This is a concern we brought up during the contract process. Even the water heater installer said it was too small for our family.

  Business Response

  Date: 05/11/2023

  I will look into the box being pulled off the wall issue and get it taken care of. Attached is the monitoring showing you are producing your own power! Please call ************ for service of the box. 

  Business Response

  Date: 05/15/2023

  Someone will call you for clarification on the wiring (box pulled from wall). Rebates are scheduled to commence on being released later in the spring to first of summer. You will be moved to the top of that. Keep in mind you have benefitted from the solar. You used what you produced. We appreciate your patience. 

  Customer Answer

  Date: 05/22/2023

  This company has not completed the work as stated in my last message. They have started the process of completion, but have not completed it yet as stated in the contract. I would like for the claim to be reopened as this was the only way I was able to get any work done for a year. I am very worried that they will stop work again. Please give me some options. I had no idea that I needed to reject their last message.

• Initial Complaint

  Date:05/09/2023

  Type:Product 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 sold our Solar System in2020. The installation occurred in July 2020 we finally got the system functioning and producing in Nov 2020, after many calls and service attempts. We've called several times due to issues which has taken months for response, if any at all. March 2023 our main water heater stopped working. We called continuously every day for several days WITHOUT ever getting a response. We actually had to "reset" our water heater ourselves after doing a lot of research and speaking with other solar system installers. April 30, 2023 we lost power due to a power pole issue during the day, the solar power flickered but NEVER came on. We contacted the company details provided on the solar equipment to discover the "electrician" number was disconnect. We contacted Design 1 to get assistance, still no calls or contact. We discovered on May 8, 2023 the system wasn't working at all and all lights were off. We made contact again on May 9, 2023 to have someone come out to RESET the system, due to it is now not working at all. We were told we already have an open ticket for scheduled service on June 2, 2023. We are selling the home and needs these services completed by June 2, 2023 as this is the scheduled close date on the home. The promised monitoring hasn't taken place, their app cannot even contact at all to the system for us to even monitor at home since January (different ticket reported). The savings explained has NEVER come from this installation. In addition we are now being told the system cannot even be "Inspected" to determine the issues until ON or AFTER our closing date.

  Business Response

  Date: 05/09/2023

  I do see notes in the system where you spoke with *****. She is trying to get someone out there sooner to troubleshoot. 

• Initial Complaint

  Date:05/02/2023

  Type:Product 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.

  Signed a contract with Design 1 Group in August, 2022 for a residential solar energy package. The work was begun in October, solar panels and equipment have been installed since November. The wiring in the solar meter junction box has not been done properly, according to the MLGW inspector. He will not approve until it is rewired. The company has stopped returning phone calls and emails.
  It is now May, 2023, and I’ve been paying the monthly payment to the finance company since November but receiving no solar energy.

  Business Response

  Date: 05/02/2023

  I have someone looking into this. I do not think it is a wiring issue I think it was the plan set that was done wrong. Will confirm and get this taken care of. Thank you for your patience. 

  Business Response

  Date: 05/25/2023

  Unfortunately this is not an option. If someone else touches the system the warranty is voided. Someone will reach out to you to schedule. It has to be done this way. It will be handled and handled properly like anyone else. 

  Customer Answer

  Date: 05/30/2023

  See cost estimate for repairing wiring and completing per MLGW specs. I will accept payment in full either to me or to Bluff City Electrical. You may want to contact them and hire them to repair this job, and I will approve that.

• Initial Complaint

  Date:04/28/2023

  Type:Service or Repair 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 system was installed by Design 1 Group and system integrity and output was warranted by them. They used Mission Solar panels for the installation which I cannot get. A recent hail storm has damaged 1 panel. I was able to contact the company 1 time on April 3, 2023 using the listed ************ and was told that the person that handles panel replacement was out of the office and they would have him return a call. As of today, April 27, 2023 they have not called back. I have also emailed them several times during the month of April. Each time I have attempted to contact them, I explained that this was an insurance claim and that I was paying for the replacement but that my system integrity and system output which is covered by the system warranty was affected.

  Business Response

  Date: 04/28/2023

  The panel warranty does not include acts of god. No ones does.  Have you contacted your insurance company first? we are glad to help you but would need to go through them. 

  Business Response

  Date: 05/01/2023

  The complaint was this consumer could not reach anyone to purchase the panel from. This complaint has been resolved. It will be installed as soon as possible when routing allows. 

  Customer Answer

  Date: 05/01/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 19991977, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** ****

• Initial Complaint

  Date:04/27/2023

  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.

  We purchased solar panels from D1G over a year ago (April 2022). They received the entire cost of the project at this date and promised a $5k cash rebate for the project. This project has not been completed yet.
  
  There were numerous delays. They would schedule work and then never show up. At one point they scheduled an inspection and the inspector showed up but the work was not done and D1G was not there. No one was available by phone. The panels were not functional until late 2022 and ONLY after we pushed them to do so. The project would still be unfinished if not for us repeatedly calling and insisting they move the project forward.
  
  Outstanding items:
  The solar panels are not interconnected. We were promised that by year 2 the panels would be contributing more power than we consumed. They are not doing any of these things.
  The battery is installed in direct sunlight. In Fall 2022, they promised to have a cover installed to prevent the battery from malfunctioning. This has never been done. This is a safety issue and they do not care at all.
  The promised cash rebate has never been delivered. We have filed all the paperwork and they continue to lie about delivering the rebate. D1G does not return calls or follow up on promises.
  
  DO NOT DO BUSINESS WITH D1G. This was the worst experience of my life.

  Business Response

  Date: 05/02/2023

  Thank you for your patience. We have been incredibly short staffed and do have you in the service list. I have been unable to locate your monitoring and have requested that from service. All i see is that it was all active and working properly. The rebates have been delayed until later in the spring and summer due to the incredibly slow winter then being impacted by the tech banking crisis.  You will receive it. 

  Business Response

  Date: 05/16/2023

  This is now resolved. Thank you for taking the time to speak with me. 

  Customer Answer

  Date: 05/16/2023

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 19990814, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** **********