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:03/20/2023

  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.

  Date of Transaction was February 2022. Total amount approximately $44,000. Solar panel system installed. No savings on electric bill. $0 dollars saved.. No response by company to multiple phone calls. Monthly payment for system is $145 For 25 years. I seek assistance to have the system provide electrical power savings as promised or removed.

  Business Response

  Date: 03/20/2023

  I do apologize for any delays. I see you spoke with someone who asked you to send in your electric bills. However in looking at the monitoring I see we do need to perform a service. Sending this to the service team right now so we can get out there to troubleshoot. Please close the complaint as resolved while we work through this so it won't continue to go back and forth as the BBB requires me to respond and will ask you to do the same. You can always reopen if we do not get this taken care of for you. 

• Initial Complaint

  Date:03/17/2023

  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.

  I filed complaint 19404616 in February. The complaint was due to two issues that were part of the contract. Issue 1 was the Monitoring Devices, and issue 1 was their failure to install my insulation.
  The company responded with the following: I understand your concerns. We only have the contract to go by. It did not specify for that to be done so we only knew after. We will get this taken care of for you. We thank you for your patience. Based on that response I accepted their statement and my acceptance was based on them completing my job. They did install the Monitoring Devices (Which is in the contract). However, they did not complete the insulation install and are now telling me that I need to get the house inspected for asbestos. I was told by the sales representative that the insulation I was getting would be guaranteed to not contain formaldehyde. Due to that statement, I ask if they would be removing the existing insulation in order to make such guarantee. I never stated any comments about asbestos. Per the contract, they are required to install a specific product in my attic, that is my expectation. Their Conservation Package indicates I will get Reflective Barrier, Air Sealed Package, Blown Insulation for 2000 SQ FT. At this point, i want them to install the insulation so we are done, or remove their products and give me a full refund.

  Business Response

  Date: 03/20/2023

  We are working on scheduling this to be done. Someone will reach out to you within the next 3 days to get this knocked out. Thank you for your patience!

  Business Response

  Date: 03/24/2023

  Service is now completed and all issues are now resolved. Thank you for your patience!

  Customer Answer

  Date: 03/29/2023

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to ********* ** ********, and find that this resolution is satisfactory to me.   My job is now complete.  The Insulation installer ******** ***** of Handy Development did an excellent job completing the insulation installation.
  
  
  
  Sincerely,
  
  
  ***** ********

• Initial Complaint

  Date:03/16/2023

  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.

  June 1st 2022 solar panels were installed on the roof of my house I was told it would be up and running within 2 to 3 months and I would have working solar panels before the first payment was due with a guarantee of lowering my electricity bill or they would give me $500. I have made numerous attempts to get them to finalize the project by calling and setting up phone conversations and no one has ever called me back. I have been making on$92 a month payments since September. And now my roof is leaking where they installed the solar panels which was another guarantee that they would come and repair ... I still don't have a meter and the solar panels are still not working and no one is calling me back or making attempts to help me

  Business Response

  Date: 03/20/2023

  The solar panels were producing and we could see the monitoring until october. You for sure produced at least 2 megawatts of your own power. We are not sure if it is a panel issue or just a monitoring issue. We will check and provide a service. Also we just learned of possible roof leak at the end of last week and are working to get this scheduled. Thank you for your patience while we get this taken care of. 

  Customer Answer

  Date: 03/23/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 19604997, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  ***** ********

• Initial Complaint

  Date:03/16/2023

  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.

  This is a continuation of a previously closed BBB complaint (18853339). Our original contract was signed in August of 2021 and D1G has still failed to deliver a functioning product.
  
  (1) The previous responder said our panels were working; they are not (or at least not based on our electric bills).
  (2) The monitoring system is still not working. I finally called the manufacturer myself, and opened a ticket with them, but they found that the system is not working, and may need to be replaced, which means it needs to be reinstalled by D1G. This information was forwarded by phone and email in January to D1G and nothing was ever scheduled.
  (3) Our promised rebate still has yet to be delivered.
  (4) D1G has done nothing to fulfill the promises made by their employees regarding paying for the additional contract work that had to be done on their behalf (which is promised in writing via email).
  
  Their support number is rarely answered even try to get answers. The few times I got someone, I was told a service manager would call to schedule a time to come out - and this never happened. I followed up twice via phone afterward, and still nothing.

  Business Response

  Date: 03/24/2023

  Service was completed yesterday by our Head of Installations and everything is functioning as it should again now. We truly appreciate your patience!

  Customer Answer

  Date: 03/24/2023

  
  
  ********** ********
  
  
  
  The system does appear to be working after lots of assistance from D1G staff, which is greatly appreciated (a particular "thank you" to Josh for all of his time and help). However, the last outstanding item that no one seems to have answers about is when we will see the $4,000 (estimated) rebate.

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

  Business Response

  Date: 03/27/2023

  Thank you. Everyone worked hard to get this resolved. Your rebate is on the list and will hopefully go out in April as we get caught up due to lack of installs over the winter that has put us behind. We appreciate your patience. 

• Initial Complaint

  Date:03/16/2023

  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.

  It's been over a year since I sign my contract. They still have to do work in my attic and switch my hot water heater to a tank less hot water. I have called them for months on a weekly basis on updates. My contact does state attic and hot water heater. I look forward to this being completed.

  Business Response

  Date: 03/20/2023

  We apologize about this oversight and appreciate your patience. Since it was not done at time of contract it did slip through the cracks. And since we did stop doing them since it fell through again. We are working on getting both of these scheduled and completed for you. Again we appreciate your patience as we work through this. 

• Initial Complaint

  Date:03/14/2023

  Type:Delivery 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 a contract with this company 1 year ago. I still do not have a working product, and I do not have batteries to go with the solar panels on the roof of my barn. Gemini solar is there sub contractors who put the solar panels on the roof. How does a company sell solar panels without the batteries. I would like batteries installed with these solar panels.

  Business Response

  Date: 03/14/2023

  most solar projects are done without batteries. We did not show or price you a battery solution as we are not doing them right now. Your contract clearly states no backup power. Gemini is suppose to be out this week to install the placecard they did not do. Trying to obtain access to your monitoring now. 

• Initial Complaint

  Date:03/13/2023

  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.

  Though not entirely the fault of That Solar Company, the installation and problems that I'm still waiting on are.
  So, I actually purchased solar from a company called Design One Solar, back in 2022, February the 28th and it was out sourced to That Solar Company, soon after. From there, it's all been a nightmare. I even tried to cancel on several occasions. Finally getting an install date of November. During the install in November. I believe it was around the 15th or 18th, I can't even remember at this point, they broke one of the panels, promising to be back in a few day to replace it. It's now February, 2023, I still have the broken panel and no date for a replacement panel. Also, during all of this, I discovered, I now have a leak in my roof, they did however finally send someone out to look at that, he said it looked liked they must have placed a bracket in the wrong place and then moved it, but then just left the freaking hole. Like what the heck? So the guy put some flashing under it and sealed around it, but come on, does that mean there are more holes that I don't know about and I've just been lucky we haven't had a lot of rain this year.

  Business Response

  Date: 02/28/2023

  It is our goal to install each system as quickly as possible, but there are sometimes things beyond our control that can add time to a job. In this case, we had to wait on the sales company, Design 1 Group. we did not receive this job until April 4th, 2022. Any delays were due to us needing information from Design 1 Group that was required by the utility company to be able to move forward. Project was further delayed a couple times because the customer had requested to cancel. That Solar Company is not able to cancel Design 1's contracts. The roof leak was repaired, and no further damage was discovered. We do understand the customer's concern regarding the roof, and we will always make it right should any damage be discovered that is a result of the workmanship on their installation. We do have this customer down for a panel replacement, but we have not yet received the panel needed for this array. We will contact the customer with a date to replace that panel as soon as we receive it.

  Business Response

  Date: 03/14/2023

  your leak is good now. please reach out to us if there is a future issue with it but yes, that is the solution. I have already reached out to That Solar about the panel they broke. We appreciate your patience and will get this taken care of. 

• Initial Complaint

  Date:03/08/2023

  Type:Delivery 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 have been waiting since 9/13/2021 for our solar to be operational. When the solar was installed they installed the wrong cut off switch. We have had inspections from our Electric Company, Pea River Electric that said that it is not the correct cut off switch and it is a safety issue. Design 1 has been aware of this problem for at least a year. We were scheduled to have it replaced with the correct cut off switch in November 2022, No one showed up. We have made MANY phone calls, emails to several people in the company. The list of excuses is endless. I get regular emails from the finance company Mosaic inquiring to whether or not our solar system is up and running. When I told them no this last time, they contacted Design 1 as to why it is not operational. Design 1 emailed them "a service appointment has been scheduled for next week" this is a LIE! There is no such appointment scheduled! I have done everything I can possibly do to try and get our solar job completed. Mosaic has suggested in the past to hire another company out of pocket to complete the job. The problem with that is our warranty with Design 1 would be null and void. Please help us! We have been paying for solar that we do not have since December 2021! It is killing us financially.

  Business Response

  Date: 03/14/2023

  Thank you for your patience. We finally got what was available approved with your utility. It is on order and we are waiting on it to arrive. We plan on doing this service the week of the 27th as long as it comes in. Someone will reach out and schedule this when we confirm it will in fact be here. What we received before was not what was needed. 

  Business Response

  Date: 04/12/2023

  We already knew and have the new part that was bad. This is being done next week. Glad your system is up and running and you are producing your own power! Please close this as resolved thank you. 

  Customer Answer

  Date: 04/12/2023

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

• Initial Complaint

  Date:03/07/2023

  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.

  On February 5, 2022, I signed a contract with Design 1 Solar Group, LLC that includes the installation of solar panels, an energy efficient water heater, and a "conservation package." The project was not completed until February 16, 2023. Over the 12 months that I was forced to wait, I encountered numerous difficulties, and I will highlight the most egregious ones below. It is reasonable to conclude that Design 1 Solar operates in a chaotic manner with no clear chain of responsibility for their customers. I had to advocate vehemently for what was promised in my contract at every step of the installation process. Examples:
  
  1)The third-party financial institution provided by Design 1 to finance my project started withdrawing funds from my bank account on June 29, 2022. After strongly protesting that I should not be paying for a project that is not completed, Design 1 sent me a check for $811 that I received in December. A staff member at Design 1 told me that I would be receiving another check for the remaining four months of delay ($808), but this has yet to occur.
  2)It took repeated attempts to get my new water heater installed. The first attempt failed because no one at Design 1 told the installer that my existing water heater was too big to be removed by one person. For the second attempt, I took leave from work to meet the installer on September 22, 2022. The installer never showed or followed up. The water heater was finally installed on February 10, 2023.
  3)I was told that I would be reimbursed for installing the Nest thermostat myself. I did this and sent *** ******** *isual evidence of the installation on January 12, 2023. I have yet to receive my reimbursement.
  
  In short, I have had to advocate for what was promised to me contractually at every step in the installation process. My negative experience with Design 1 has cost me hours of missed work & a great deal of frustration. Design 1 simply doesn't honor what it contracts to do until pushed repeatedly.

  Business Response

  Date: 03/14/2023

  We apologize for your delays and appreciate your patience. I am glad we had gotten you the partial payment out. We are working on the remainder and you are not or will not be forgotten. We are allowed so many of these to go out each month and are getting through them as quick as possible. Again thank you for your patiience.

  Customer Answer

  Date: 03/15/2023

  
  
  ********** ********
  
  
  
  I am rejecting this response because:

  1) I have little to no trust that Design 1 will do what they state, as evidenced by their actions to the contrary over the past year. 
  

  2) The rationale for their delay in processing my refund is non-sensical. They claim that they are only “allowed” to provide so many refunds per month? Refunds of this sort are not limited by regulation or law; rather, Design 1 is a privately run business and they are deciding to delay my refund and not honor the contract that they both they and I signed. The delay in processing my refund—and apparently the refunds requested by other frustrated customers—only underscores what I have experienced since the day I signed an agreement with Design 1.

  Those running Design 1 are shameless and their words are demonstrably meaningless. Actions are the only way to come even close to addressing the contractual failures that I have experienced.

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

  Business Response

  Date: 03/15/2023

  I completely understand your frustration. No one said it was regulated by law. It is an internal issue on how many we can send out. You can always reopen the complaint if we do not follow through. As I said we are working through these as quickly as possible. 

• Initial Complaint

  Date:02/27/2023

  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 wish I had never worked with D1G and will tell everyone I know and post a truthful review on every internet site I can find.
  
  We should have listened to the reviews and not the lying salespeople or the service reps' promises. We signed in April and started paying for the panels then. So D1G got the money from us then and we do not have operational solar panels as of 11/30/2022. Coupling with rising utilities cost, we get to pay extra for non-operational solar panels. Ridiculous. We were also promised $5k as a "rebate". We have not seen this money and when we call to follow up on it, they say they don't know when it will be paid. It's insane that it was promised to us and we have been paying for almost a year (they got our money) but they refuse to deliver the rebate.
  
  The worst part is that they never and I mean never return a call or follow up as promised. We were really understanding at the beginning everyone is having labor and supply issues. However, the promises have gotten thin. They are always super apologetic but NOTHING EVER GETS DONE. One of the managers, ****, has promised repeatedly to follow-up and get things moving and did not. Anyone we work with in "management" does this and winds up screening our calls and not ignoring our account.
  
  There were also issues from the start with the design and installation. Things were done incorrectly and had to be fixed. They failed one inspection and had to change things. Also unnecessarily drilled holes in the side of our brick house. It looks absolutely horrible for no reason.
  
  Deliver the promised rebate and follow up on the battery protection (it was installed in direct sunlight so it will fry this summer.)

  Business Response

  Date: 02/28/2023

  Rebate is in the queue to go out March 17th. Thank you for your patience. 

  Customer Answer

  Date: 03/20/2023

  In response to my complaint that D1G had promised a rebate check and it had never been delivered, they committed to delivering it on March 17, 2023.

  This was YET ANOTHER LIE.  I even called over there to follow up and no one knew anything about it.  Once again, they promised to follow up and did not. 

  Continuation of lying and not following through on contractual agreements.  

  BUYER BEWARE.