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: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 was so excited to get my solar panels especially when I was told I wouldn't have to pay for the first 2 years!! What a deal right.... nope I have been waiting over a year for my "reimbursement check". Every time I call (which is about 2 times a week) I get the same answer..."As soon as we get a release date on the funds you will be informed." I have yet to be told anything different. It seems that the "accounting department" doesn't know anything and I have yet to receive a different answer. I am extremely irritated with this company. No matter who you talk to or which department you talk to its the same answer.

  Business Response

  Date: 02/28/2023

  We apologize for the lack of communication. The rebate is in the queue to go out March 17th. Thank you for your patience. 

• Initial Complaint

  Date:02/21/2023

  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.

  Started the process for solar panels back in October 2021
  $50,000+- still paying on this loan.
  They committed to provide us solar panels and two batteries for when the power goes off. Also they made a contract stating that our Mon Power bill was to be about $40 a month with possible credits generated by the panels- Then we would also be paying on the loan to average our electric payments to a total of $200ish a month…… When signing up for this system, we were promised that no matter how high the electric company increases their charges, that our bill will be $40 a month, in order to obtain this they would do whatever it took to ensure that savings: ie add more panels or reimburse us.
  When we call to report that our panels are not working they either don’t answer their phones and tell us they will call us back with a date to come look at our system- this does not happen. When they have come out in the past they do not fix the issues and we are stuck with a system and batteries that are not doing what they are intended to do. Our electric bill has been over $200 and still paying on the loan for the system. When we read our bill, our system is not producing much of anything.
  They have no tried to resolve the issues and we are lucky to talk to someone when we call to report it. We have been told that they are working on it, but then we never here back…. Until we call again. I have called every day for two weeks and only spoke with someone from the company two times. They assured me that they were sending someone out, but have not done so. Like stated above, they send someone out and the issue(s) are never fixed. We call and let them know and repeat the whole process again.

  Business Response

  Date: 02/22/2023

  I have reviewed the notes and see that several people have been investigating and actively working on this. It has also been communicated with the manufacturer. Someone will for sure reach out for a service call to get this resolved. Please be patient while we work this in the schedule. We will not forget you. 

  Customer Answer

  Date: 03/01/2023

  They have still not sent anyone to correct the issues. 

• Initial Complaint

  Date:02/15/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered Solar through Design 1 Group in April of 2022 with promises of no payments until Solar is installed, Solar savings to not only offset cost of electric but money earned from electric company, and check of over $2000 to cover the loan costs for the first year. I have been paying on the Solar loan since July of 2022. The check has been requested multiple times with zero results. The solar was not installed until July of 2022 after I demanded they be returned and I wouldn’t pay for a product I have not received. I was told the installation was scheduled soon and I would have to pay half of the loan amount if I canceled the installation. The meter was not installed to feed back to electric company. The solar installation did not pass inspection and I was not informed of this until January of 2023. I have contacted the company several times every month with zero results, paying the loan for the Solar with zero financial discount from Solar operation as they are not operational still, 10 months after order.

  Business Response

  Date: 02/15/2023

  Thank you for your patience. After research I see that MLGW has now been paid 3 times to complete your project. They seem to take the absolute longest out of any utility we work with. It is in processing to get this completed out as quickly as possible. The rebate typically comes after they close it out on their end but I just got approval to get it sent out to you this friday since the MLGW process is taking so long. Again thank you for your patience. 

  Customer Answer

  Date: 02/15/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution will help the situation as long as all processes are complete within three weeks from this day. Check will need to be received for amount promised in April 2022 and solar operating and feeding back to MLGW. 
  
  
  
  Sincerely,
  
  
  
  Kristin ********

• Initial Complaint

  Date:02/07/2023

  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.

  during the sales visit the Representative, Bobby ******* asked to see our power bills. Upon showing him the power bills. which avereage $110, we WERE TOLD that the panels would lower our bill to $40-$45 dollars a month. NEVER even came close. I text and phone conversed with Marcus, Rob, and another lady I can't remember her name about this. They told me they would send someone out. NEVER happened. Bill is still $100. I have the responses and texts on my phone. Told them to come get the equipment and i would reimburse them for the money advanced. NOTHING. Now they have turned me in to collections. I don't want the equipment and want it gone. IT DOES NOT WORK LIKE I WAS TOLD.

  Business Response

  Date: 02/07/2023

  I have pulled the monitoring for this system and see it is producing very well. I also see no communication with this customer in over a year. Someone will reach out by monday to update the power bills so we can see where we are with this. The issue will be resolved. 

  Business Response

  Date: 02/17/2023

  please call ************ and get an email address to send your electric bills to. We have no record of you calling in in well over a year. We would be happy to address this with you. 

  Customer Answer

  Date: 02/25/2023

  I don’t care what your “monitor” says. This is not and has NOT done what salesman Bobby ****** said it would do. Maybe you’re comfortable with him lying to get a sale but I am NOT happy with it. I have NOT been since the beginning as I have the text and emails to prove it. Rather you come take this JUNK down and I repay the advance payment. Way to screw over people. You should be proud of the lies 

• Initial Complaint

  Date:02/07/2023

  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.

  We signed papers for solar in February of last year was installed in April. This system has not worked correct since install and we are not saving what was promised. We have made payments to mosaic since June and we have yet to receive the rebate we were promised also. Keep saying that they are behind. They were paid by loan company and rebates shouldn’t take a year to receive. We also have a hole in drywall that was suppose to be repaired by them and hasn’t. I am speaking to an attorney as we speak. I would not recommend this company to anyone. I have all supporting text and replies or non replies for that matter plus I have all the logs of times I called if what they say is true all calls are recorded so it shouldn’t be a problem going thru recordings. Also will be posting a YouTube video with a review of company and service.

  Business Response

  Date: 02/07/2023

  We do appreciate your patience. I do see a service was performed in January and after checking the monitoring I see your system is now producing as it should. Remember while in winter solar will produce less than average but it appears yours is producing well especially for this time of year. Also usage is typically way up during the winter. After reviewing the notes I also see that your rebate was already scheduled to go out in two weeks. Again we appreciate your patience. 

  Customer Answer

  Date: 02/14/2023

  
  
  ********** ********
  
  
  
  I am rejecting this response because: well part of the complaint was that for 4-6 months we had no service during summer months and nothing but problems while paying a payment to mosaic.  If it’s not servicing ,no payment should need to be made.  Also when the check is in my mailbox then I will possibly accept your response.  But it has to happen first.  I can’t just go by them saying it’s going out I mean it’s been a year. 
  
  
  
  Sincerely,
  
  
  
  ****** ********

  Business Response

  Date: 02/15/2023

  Again, your rebate is scheduled to go out on 2/21. This has already been approved and in the queue. Please resolve the complaint as BBB requires me to respond right away so it will just go back and forth. If it is not received you can always reopen. Thank you for your patience. 

• Initial Complaint

  Date:01/30/2023

  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.

  A little over 2 years ago we got D1G to install our solar panels and provide the “energy conservation” which they give you for “free” but really it’s stacked up in your panel cost.
  
  Anyways I knew we’d be moving within a year or 2 of purchase and as such was concerned of the return on investment from selling the house. Or moving the panels to our next house.
  
  All of which was brought up and we were assured it would add upwards of 25% to our homes value. WRONG, it doesn’t add a penny to the home value as appraisers are not allowed to include it due to no guidance of value.
  
  We were assured we could have the panels relocated. WRONG, mosaic doesn’t allow this. And the loan must be paid in full before the sale of your house.
  
  I ended up having to cash in part my 401k to pay the loan off in order to move. We needed a bigger house for our growing family.
  
  Had D1G been honest I would have never gone with them in the first place. I tried addressing this at our move last year. And I was blocked from communicating with them.
  
  Shady business.. Stay away, don’t waste your money.

  Business Response

  Date: 01/30/2023

  I am sorry you got the appraiser you got to appraise. But it absolutely increases the value of the home and you should've gotten significantly more for your property. Your realtor also should have added this to the selling price so you would've had enough to pay this off upon the sell of the property. Also we never tell anyone they can move the system from one address to another. I apologize if you were under this impression. 

  Customer Answer

  Date: 01/30/2023

  I am rejecting this response because:

  Let's ignore everything else I put. Like you all blocking me from any form of communication. Your Rep blocked my number when I attempted to contact her about the issue to see what can be resolved. My friend purchased a system through you all and you NEVER even set it all up correctly. 

  I was also lied to that you all use in house installers, you sub contract it out. There's a reason B.E. quit doing work with you all. 

  Show me proof where in the state of Kentucky it adds value. We had the standard market increase, I spoke with 4 different appraisers and they all said the EXACT Same thing. It does not add value that banks will accept on appraisals. You all lie through your teeth and scam good people out of money. 

   

  
  Sincerely,
  
  
  
  R. H.
  

• Initial Complaint

  Date:01/30/2023

  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 has not kept their promises. Ignores us. Will not help. When requesting for them to take back all their stuff and return everything as it was originally, they are quick to reply but only to get you side tracked and hopefully forget the problems with them. They promise to do things and never follow through. See attached word document journal with e-mails/communications included.

  Business Response

  Date: 01/30/2023

  Your system is functioning incredibly well. In fact lifetime has produced over 11 mwh of your own power. I will talk to the service team about adding a consumption meter to your system so we can see what you are using in comparison the what you are producing. 

  Business Response

  Date: 02/28/2023

  We have been working with this customer. We left him alone on purpose while he dealt with what was going on but we have still been working on it. Call this resolved while we get this taken care of. It can always be opened back up later if needed. 

  Customer Answer

  Date: 03/02/2023

  "Design 1 has not kept their promises. Ignores us. Will
  not help. When requesting for them to take back all their stuff and return
  everything as it was originally, they are quick to reply but only to get you
  side tracked and hopefully forget the problems with them. They promise to do
  things and never follow through. See attached word document journal with
  e-mails/communications included."
  
  Even with the "communications" through the BBB channels, and the
  (only) 2 vague phone calls, and a few personal e-mails, Design 1 has only
  addresses the concern about the reason(s) we have not seen a reduction in our power
  bills - even with all the solar panels, LED light bulbs, etc.that has been
  adjusted with. While I appreciate the fact they state they are looking into
  that concern, which has take 2+ years to finally get their attention, they
  still have not done anything to fix, resolve or help in anyway with this
  matter.
  
  If they read the original attached document, they would also see numerous other
  concerns, which have not been addressed by them, resolved, or tried to
  fix.  2 of which are seen in the recent e-mail below:
  
  ***** ***** **** *****************
  ***** ********* ***** ** **** **** **
  *** ****************
  *** *****************
  ******** *** ********
  
  Please close the BBB resolved since we have not had full communication with
  you. If ultimately we cannot come to an understanding you can reopen it. 
  --- beginning of e-trail----
  
  On Mar 2, 2023, at 12:24 AM, [email protected] wrote:
  
  ****
  
  I have been out all day for the most part with various appointments.  So,
  it’s been to late to call you back.
  
  I did receive your phone call from a couple days ago.  Thank you for
  looking into the power consumption issue and working the spread sheet edits.
  
  There are 2 concerns I have tried to discuss and resolve over the past few
  years
  
     1 - Finishing the task of installing insulation over the garage
  that is connected to the house. This was promised by the salesrep (and roughly
  two years later it is still unfinished).
  
     2 - Look into what happened with the promised and verbally
  guaranteed tax rebate for home improvements in becoming a more efficient
  (green) home.
  
  At least acknowledge these two concerns and let me know what might be done in
  regards to these issues.  Not looking for a magical fix, just that the
  concerns be addressed and responded to.  These are the primary reasons for
  why I have not accepted the BBB proposals sent my way.
  
  Again, thank you for your time in this matter(s) and look forward to hearing
  back.
  
  Most sincerely
  
  *** ********
  
  ***** ***** **** *****************
  ***** ********** ******** *** **** **** **
  *** ****************
  *** *****************
  ******** *** ********
  
  --- End of e-trail----
  
  They will not acknowledge or address even these two (of many) concerns and
  promises by their team.  They just ignore and refuse to acknowledge,
  address or even answer these questions & concerns.
  
  
  The CEO's exact words "Please
  close the BBB resolved since we have not had full communication with you. If
  ultimately we cannot come to an understanding you can reopen it."
  
  He's more concerned about closing the case instead of helping to fix or resolve
  or come up with any answers or solutions.
  
  Since he is not (apparently) concerned about the customer, only his hide
  regarding complaints, I am NOT accepting or agreeing to the previous
  suggestions since he has not addressed or tried to help with the overall
  situation. 
  
  FROM my understanding, If I don't "accept" (ore reject) his solution
  (which is to close the case, nothing else), then in roughly 2 weeks the case
  will be closed, but unresolved.
  
  I am willing to leave it as "UNRESOLVED" since they are doing nothing
  to help resolve everything.  And I can always re-open another claim in the
  future, which I might do if it is deemed necessary"
  
  See attached pictures of the unfinished garage that was guaranteed it would be
  finished. There are cracks in the garage ceiling, attic floor, that allow cool
  air in winter and hot/humid air in the summer.  It was verbally agreed by
  their salesman that the entire attic would be insulated with the blown
  foam.    And over 2 years later, as seen by photos taken today,
  it still is not.  And over 2 years of tax returns, we have never received
  any rebate that the told us we WOULD GET - which was a selling point for us to
  get this in the first place.  I am tired of lies and broken promises.
  

• Initial Complaint

  Date:01/30/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Design 1 Group installed solar panels at our house in 2020. Within the past month, we have noticed water damage on the interior ceiling directly beneath the panels. We first contacted the roof installers who provided a new roof for the house in 2018. After their inspection, it was revealed that the solar panel installers improperly installed the flange that allows access for wires to and from the solar panels from inside the house (it is installed directly on top of the shingles, allowing for easy seepage), which we were told we would need to contact the panel installers about.
  
  We immediately contacted Design 1, leaving a message with a problem description and callback information. We did not receive a callback. We called again and reached a representative. She asked for pictures of the flange and the interior water damage and said we would get a call back by EOB the next day. We did not receive a callback. The day after we called Design 1 again, leaving a voicemail. We did not receive a callback. We contacted Design 1 again on 1/24 and reached a representative. The representative acknowledged receiving the pictures from the previous week and said Design 1 would need to create a schedule with their service department. When asked, we were told to expect to hear from Design 1 by Friday (1/27). We did not receive a callback. This is a continuing pattern with Design 1 of poor to absent communication when having issues with their work.
  
  We need Design 1 to contact us, repair the installed flange to proper configuration, and to remediate water damage to our roof/attic.

  Business Response

  Date: 01/30/2023

  We have been working on this. Trying to get the contractor out there this week that did the install to make these corrections. 

  Customer Answer

  Date: 01/30/2023

   
  
  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.

  While we never actually heard back from Design 1 outside of their response to this complaint, we had the installer arrive unannounced today (fortunately we were at home), and make the necessary repairs to the installation. We will need to assess ceiling damage on our own, as the installer was not prepared to do this.

  
  
  
  Sincerely,
  
  
  
  Adam ******

• Initial Complaint

  Date:01/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We brought a solar system from Design 1 Solar Group in September 2022. Twenty panels were put on our roof in a fairly timely manner. However when electrical inspector came to the house on 11-29-2022 system was not working. Called Design 1 while he was here and talked with Heather. She said design 1 would send a rep out with the inspector. Nothing happened. Called several times throughout December 2022. Left message. No calls back. In January we received our first bill. Called again. I think I talked with Trish. She was helpful. Design 1 finally send someone to the house on 1-9-22 along with electrical system. Still not working. Have to order a new part. It has been three weeks. Tried to call and now they don’t even answer the phone. Have a system that has been partially installed. Cannot get them to finish the work.

  Business Response

  Date: 01/30/2023

  After reviewing the notes I do see that we are waiting on the manufacturer to replace the chip board. As soon as it is received we will get out there to get it replaced. That is all we are waiting on. This is a manufacturer issue and we will get resolved. Thank you so much for your patience. 

• Initial Complaint

  Date:01/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We signed our contract with D1G on 11/10/21. Did not get the panels installed until 6/16/22. To this day, our system is not operational. The first person that worked on the system was fired for not doing his job correctly. Found out that what this person did to our system could have burnt our house down! On 7/12/22, Josh came out and said they had to order another part to get the system running. On 8/4/22 we got a call from Trish who said someone would be coming out on August 9th or 10th. They were a no-call no-show. Spoke with Bryan ****** on 9/2/22 who said someone would be out on 9/8/22. Josh came out and could not get the system going. It has always been a problem with a part. Several people have come out on multiple occasions to get the system going. They have come out in January three times and we still do not have working panels. D1G is blaming the installer and the manufacturer of the "bad" parts. The installer told us they were parting ways with D1G after they get our system going. What does that tell you?! They have replaced the control center 3 times. How many times in a row can you get bad parts?! At this point, we want D1G to come and get the panels off of our roof and any other solar equipment and cancel our contract without any fees. We think that would be fair for everything that has occurred.

  Business Response

  Date: 01/26/2023

  Mr *******, You were there while we were on the phone with the manufacturer. you know it is their issue that they are trying to fix. I am sorry this happened to you but it is the product and you know this. it is being covered under warranty. you also know that I paid out of pocket 3 times for the previous parts instead of waiting. We are dealing with this as fast as the factory will allow.