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:04/26/2023

  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.

  When we had a salesman come to our home representing Design 1 Group on 4/28/22 everything sounded great. we were quoted 45-90 days at the most, to get the solar panels installed and have the reflective insulation put in. Work wasn't started until 6/14/22 after multiple phone calls and many of them being unanswered. Once the work had started, and as they were on my roof, we found out that the permits had not been picked up yet. I went down to the permitting office to pick them up only to find that the company had never filed for the building permit or the electrical permit, which they stated would be taken care of by the contractors. I had to pay for these permits out of pocket and call the workers currently installing the solar panels and electrical box to immediately halt work since we could be fined. After once again having to make multiple phone calls to get a response, we finally got in contact with Brian in financing who said he would refund our permit costs. At a later date and after many attempts to schedule our insulation, we were offered a refund or to wait upwards of 9 months to a year. We took the check offer as we were already frustrated. The office representative told us the check would be in the mail by the end of the week, on Friday, when they process and issue checks. This was back in November of 2022. it is now the end of April 2023, and have made countless phone calls and have been given the run-around, but still no check and no update on when it will arrive to us. this check is for thousands of dollars. At this point, this company has stolen so much time from us and caused countless headaches. We regret ever working with this company and simply just want our refund so we can be done with all of this. On April 24, 2023, I made a total of 19 phone calls to Design 1, only 2 were answered, and once I was transferred to finance, it went to voicemail both times. This is the most ridiculous and unprofessional encounter I have ever had with any business.

  Business Response

  Date: 04/26/2023

  we do apologize as we are very short staffed. Due to the bad winter we encountered then the banking crisis that affected us as well rebates have been put on hold until later in the spring as we get caught up. We appreciate your patience. 

  Customer Answer

  Date: 04/27/2023

   
  
  Better Business Bureau:
  
  
  The CEO of the company, *****, reached out to me by phone and email shortly after my post to the BBB and explained what has been going on within the company, including many staffing changes that may have led to the miscommunication and lack of communication. We have been given a date of when our refund check is to be mailed. I appreciate the speedy and beneficial response from ******

  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:04/19/2023

  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 a solar package from Design 1 Group, LLC. on 11/06/2021. We were promised excellent product, service and warranty. We were lied to by the sales rep. who promised we would receive a 26% tax credit for this purchase. We were told our system would be completely installed and operational before the beginning of 2022. It is now 04/19/2023 and Design 1 Group, LLC. has failed to provide is with the product and services we were told we would receive. Their crew damaged our water filtration system by unplugging it and leaving it unplugged. They also damaged our vapor barrier under our home by pulling it down and leaving it. We were supposed to have received a 9.6kw system, but Design 1 Group, LLC. submitted paperwork to our electric company saying our system is a 7.6kw system. They were supposed to Install a conservation package with a lifetime guarantee of no less than 14 inches of insulation in our attic. They only installed 9 inches and also did not provide outlet insulation covers. We were told we would see a savings of 85% off our electric bill, but we have not. A change order was drawn up and produced to us by Design 1 Group, LLC. on 04/20/2022 showing our contract price was lowered to $53,900.00 and a $125 for all the rescheduling issues. We were guaranteed a rebate from Design 1 Group, LLC. for 2 years worth of loan payments after I submitted the rebate form. We were told our loan payments would not start till our system was installed. We have now been making loan payments and still paying our electric bill for over 1 year. I have made phone call after phone call and email after email to Design 1 Group, LLC. to try and get answers and get this resolved. Emails are not answered and rarely are phone calls. When someone does answer the phone I just get the run around, never any resolution or answers to my questions. I have asked many times for the owner to please call, but have not received any reply. We want this all resolved.

  Business Response

  Date: 04/21/2023

  the system absolutely qualifies for the tax credit. It is 30% not the 26%. We are not cpas though and cannot do your taxes for you. only inform you on what is available. As far as the system size you signed a change order to add additional panels and increase the price giving you 24 400 watt panels or 9.6kw which you received. I have checked the monitoring and it is definitely producing what that size system should. The 7.6 you are looking at is something completely different and does not reflect the system size you purchased. Give the system through the summer to start doing what it is expected to do even though the results I am seeing after our service call with you at the end of February are better than expected. 

• Initial Complaint

  Date:04/18/2023

  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.

  I entered into a contract for solar panels at the beginning of 2022. At this time, I was promised a 10% rebate on the final cost of my panels that was to be issued after installation. My panels were installed in the summer of 2022. When I called I was told I could not receive the check unto my panels were turned on. This took another 7 months of waiting before the electric company received all of the necessary documentation from this company and could switch out my utility box. That occurred in January of 2023. I have been calling every week since then as they keep saying that I am not on the schedule for distribution yet to call back and they will make a note to process this faster. It's now been four months and they have not answered any of my calls or emails in the past month and a half. I have tried getting help to make sure my system is working as my app they initially set up says it is not functioning properly and I have continued to call to get a date of when I will be receiving my check. No answers or replies regardless of the means of communication. I was paying on a system that didn't work for over a year and may not even be working now as I cannot tell if it is, and the app is not working or if it isn't and the app is working. I would just like my money and a working system that I can see working! They tell you that they will give you approximately 2 years worth of your electric bill but at this point I would be lucky to be getting half a year since I've been paying for a solar system that wasn't working and my full electric bill for a year and a half now. I think at this point some additional compensation would also be long overdue as I have had to file numerous complaints with the BBB in order to even proceed through the process of getting my panels installed after I had been paying for them for a ridiculous amount of time without any communication as to what was going on. It appears that the different departments do not communicate with each other.

  Business Response

  Date: 04/21/2023

  We have reached out to the customer to resolve this matter as quickly as possible. 

  Customer Answer

  Date: 04/21/2023

  The company has reached out to me today and has begun resolving the issues regarding my solar system and my account with them. At this time, I would like to close my complaint with the Better Business Bureau while they continue to work to resolve these issues.

  Thank you!

• Initial Complaint

  Date:04/10/2023

  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've had solar panels from Design 1 since the end of 2021. The panels still are not on and working. I call and leave several messages. They haven't returned any calls. I've been paying for the panels and getting nothing out of them. All the promise of lower bills, rebates, and etc. During the inital process before the panels went in. I asked for out. They said it would cost me $10.000 dollars to get out. It has been nothing but trouble. Now Mosaic is going up on my payments because I didn't receive the rebate checks to put back. Please help or get me out of this terrible situation.

  Business Response

  Date: 04/10/2023

  I do see where you called in in January. We returned your call and sent a text the next day. I see no further notes after that. We do have permission to operate from your utility. Sending this to the service manager right now to call you and schedule a service to get this taken care of asap. They will call today. 

• Initial Complaint

  Date:04/05/2023

  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.

  The company (& salesman) made many promises, but failed to follow through. They do not contact the customer unless there is a BBB complaint on file. After complaint is gone, they are too (gone that is - they get very quiet and do not communicate/help).
  
  They have never completed the job they promised, still waiting for the attic to be 100% insulated to "help save $/expenses). They did not finish the attic. They also promised that we would be 100% satisfied, or they would resolve the problems. They never have. They promised that our electrical bill would be reduced to nearly a zero-dollar value and that what we pay on the loan to Mosaic would be about the same as out electrical bill, so we would basically see no difference in expenses - plus the benefits would payout over time. We are now paying double, almost triple of what we used to spend on electricity. They also guaranteed that we would get $ back as a rebate in our taxes for helping the home "go green", and that they'd help us with the taxes... neither happened. No rebate, and no help.. I will upload a document showing a journal of the problems, promises, etc. that have occurred but they have failed to help with.

  Business Response

  Date: 04/05/2023

  We have been working with this customer to resolve the issues. He always fails to respond to emails we send with information or requesting information from him. Then complains again. In order to resolve we need communication. Please just respond when we give you or request info and we can help you. In addition, this customer was not promised no power bill. He was suggested it would be $70 but that average would go up with inflation which has happened. Plus the scope of work changed at that point so the savings suggested went down but still performed better than expected. Also he is using more power than he did in 2020 when he purchased the system. He saved substantially the first two years but not as well this year because he is now using more electricity than before. We have tried to cover this but get no response. We also now see additional charges from his electric company that he did not have the first year and a half that they are charging him now. The system we put in is performing as expected but will still be happy to work with this customer provided he keeps up with communication and responds. 

  Business Response

  Date: 04/12/2023

  This is now resolved. 

  Customer Answer

  Date: 04/13/2023

  
  
  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.
  
  
  
  The business has communicated with me with a resolve solution and
  has been accepted for this specific claim in regards to the insulation
  with the attic. Feel free to review previous additional comments in
  regards to this topic as verification for being accepted.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:04/04/2023

  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.

  I purchased a solar system from this company. One of the features of the system is it can communicate with an app on your smart phone to show the production of your solar system. This feature has not worked for a year. In February 2023 they finally sent a repair crew out and after installing the new communication components it still does not work. I get ignored when I text and only get voice mail when I call. All i want is for the company to live up to its contract and repair my system that does not seem like I am asking for too much.

  Business Response

  Date: 04/04/2023

  I do see where your system has produced over 10 megawatts of your own power. The manufacturer switched cell chips and required all customers to update them. We did this at no charge when there should have been a charge. I will send this to the service team and see what has to be done for you to gain access and what the current status is. Always feel free to call our main line for service as it is the best way to reach us* ************

  Business Response

  Date: 04/04/2023

  This is now resolved. 

  Customer Answer

  Date: 04/05/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 19891903, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  **** ******

• Initial Complaint

  Date:03/30/2023

  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.

  We purchased a solar system that was supposed to be designed to provide 72% of our power. Not only did they lie to us about that (we aren’t even getting 50%), but they also lied to us about the ability to sell back to the utility. And, they’re not supporting their product as they promised either.

  Business Response

  Date: 03/30/2023

  This is what was communicated with the customer this morning. They need to let the system work itself through the seasons. You cannot base it off of 1 month in the worst time of year. 

   

  You will not see it
  at peak this fast and it does take time to get going. In addition the math you
  were given was on average. We are coming out of the worst time of year for
  solar production in addition to usage being extremely high. You are coming into
  the good months for solar. Be patient and let it work how it is suppose to. 

• Initial Complaint

  Date:03/23/2023

  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.

  In the spring of 2022, I hired Design 1 to install solar panels and put a new roof on my house. In September the roofer came and did an atrocious job, which needs to be completely re-done. I have been paying $212/month on a 30 year loan and I still have no satisfactory roof and no solar panels in March 2023.

  Business Response

  Date: 03/23/2023

  We have been working on this. Due to previous issues with the roof it requires more attention than normal. As mentioned to your attorney yesterday it has never been forgotten about. This is being handled. Thank you for your patience. 

• Initial Complaint

  Date:03/22/2023

  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.

  Signed with solar 1 design 2021, they installed panels in March 2022, on the wrong place. Was supposed to be on ground mount, they cement poles in ground then decided they couldn’t do there so we have poles for nothing, so they asked could they put on house. We said yes, they then put them on the porch! A porch?? Yes all that heavy weight on our deck. Now deck leaks rain and is bowing and needs replaced. My husband had called them hundreds of times only to be put off or run around. We’ve been paying for solar but have yet to have any solar. 75,000 for nothing and our porch needs repaired. A year and half ago we was excited! Now we are disgusted!! Biggest mistake of our life. Can’t even use ceiling fans on our porch and we paying for power and solar. They always say we will come complete and never have. They also put a mortgage on our house but we can’t recall even having it told ……….

  Business Response

  Date: 03/24/2023

  I can assure you you are not being put off or given the runaround. We are working on getting all of this addressed. We are backed up currently and are trying to work this in. I have reviewed the notes and I see it has been worked on. We are currently behind due to staff shortages and coming out of winter. We truly appreciate your patience and ask that you bear with us while we work through all that needs to be done including your project. Thank you!

• Initial Complaint

  Date:03/21/2023

  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.

  In June of 2022 we purchased our solar panels. The solar panels were delivered via Fed Ex in July. My husband and the Fed Ex driver had to carry 22 solar panels up our driveway in 100 degree heat. The panels were installed in August with a proposed interconnection date of 8-12-22. We were required to sign saying the installation was complete so the final inspection could be performed for the interconnect to be installed. It is March 2023 and we still do not have the interconnection. We have called multiple times and they take down our information and say they will get back to us, but never do. We purchased the conservation package, which was to include a water heater, insulation, and radiant paper for the attic. When the contracted company arrived to install the radiant paper, they told us it could not be done due to a cathedral ceiling in the living room. The salesman inspected the attic at time of purchase and guaranteed there would not be any problems installing the conservation package. The package was over $3000. On October 14 we were told by Design 1 group that we would receive a refund since the package could not be installed. We still have not received our refund. We have called multiple times, and when you get to speak to someone we are always told the same thing, “it is a priority and has been elevated.” We were also told that payments on the loan would not begin until after the panels were functional. We have been paying the loan for the panels, as well as our electric bill since October of 2022.
  
  Design 1 Group, we need our conservation package refund, our interconnection installed, and refund for double payments since October. We feel that 9 months has been ample time to completed the agreed upon services.

  Business Response

  Date: 03/21/2023

  We apologize for the delay and appreciate your patience. The hold up seems to be with your utility. I see everything with them has been filed and paid. We also reached out to them again yesterday begging for a response. However your system is on and functional. See attached. I also see your rebate is in the que to go out to you on April 21st so that is scheduled. Once again we appreciate your patience and will stay on your utility to get them to complete their part. 

  Business Response

  Date: 03/21/2023

  Forgot to attach monitoring.