ComplaintsforAlba Energy
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Complaint Details
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Initial Complaint
02/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My system has been down for 3 months now and they will not respond to my request for warranty service. This is the third time that the system has been down and they are very slow to respond. They are collecting tax payor money for installing solar panels, then they are not providing adequate support. I have contacted CPS Energy of *****, as well.Business response
02/15/2024
******************** has 1 panel out of 25 panels which is under producing due to a DC optimizer failure. **** contacted the equipment manufacturer for a replacement unit and we will install the replacement unit. ******************** statement that his system is down is deceptive, incorrect and is typical of his interaction with our staff. **** is providing support per our warranty agreement including replacing a main inverter at this home a couple of years ago.Initial Complaint
02/28/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
December 2022 we had Solar panels put on our home by Alba Energy, We got a cold snap in late January and early February and the new system had just been installed and was not on line. But it was causing our breaker to switch off our heater. After we made them aware of the problem they made me pay their election $250.00 to fix an issue we did not have before the installation. And now the system is still not on line because **** has not filed our Permit with the City so the device can be inspected.Business response
03/13/2023
We are working with the customer and *** utility and expect to have the *** final approval this week. While we did upgrade ******************* electrical panel in our installation, his previously installed **** unit was installed with a smaller breaker than the **** manufacturer recommended which caused his **** issues.Initial Complaint
02/21/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I bought a home with solar and no one for the company has called me back in 4 weeks. It is an answering service and these people do not return **** calls. I need a call to ************ or ************. ********** electric needs the paperwork completed and it has not never be done. This is holding me up.Initial Complaint
02/14/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unresolved
Two months ago, our power bills doubled with Green ******** energy. On a review of the bills, we were alerted that our solar panels installed by Alba Energy were not working. We reviewed the control box and found that, in fact, the solar panels were offline. For two months, we called and emailed on a daily basis (a record of the attempt to resolve is available on request), and each time we provided information. No one ever called back. Finally, after stating that we would be filing a complaint, we received a call informing me that they were using the wrong email address. That was three weeks ago. We have continued to call daily and email and still have not resolved the issue. In all this, we just asked to send out a technician stating that we would pay for the service call, but no one ever sent anyone. Finally, today, we attempted to go to their offices in ******* (an address posted on the website) only to learn that that office was vacated long ago. They aren't in the valley. We contacted Enphase, which was the first time we got immediate assistance, although we purchased the solar panels from ****, who never assisted. I spoke to my neighbors, who have solar panels with ****, all of whom have had problems with ****. They will also be filing complaints. These are very expensive systems; in this case, I feel like we have been duped. This company is gone, and they have no intention of servicing our problems. Their office is gone.Business response
02/16/2023
We are sorry ***************************** is disappointed in her Enphase equipment and Alba Energy's response. Her system was originally connected to Enphase's monitoring cloud via an Enphase cellular modem. In early 2022, Enphase notified all of their cellular connected monitoring customers that ATT was discontinuing 3G service and customers would need to upgrade to a 4G cellular modem (at a discount) or use the **** or Ethernet capabilities fo the Enphase Envoy communication system. Enphase does not consider the discontinuation of ATT's 3G service as a warranty issue. *************** directly owns the Enphase equipment warranty and Alab provides warranty service for Enphase as the original installer. ******************* system was not connected to Enphase's monitoring system after the 3G cell modem service was discontinued.
*************** contacted **** in January 2023 and we sent information on how to reconnect her system for Enphase and Alba to review if there were site issues. At one point **** was asked to come connect the system to the Enphase cloud and we can do so at our normal service rates. Although we were not engaged to do so, her system appears on the Enphase monitoring site now.
Customer response
02/16/2023
Complaint: 19398815
I am rejecting this response because: We now have 12 panels off line. We tried contacting multiple times and in fact, Envoy was very helpful and excellent. The problem is with ***** We are asking for support and sent multiple emails and messages (called almost daily for two months). We actually went to their office in ******* and they do not exist. Please contact us through this medium from now on
Regards,
*****************************Initial Complaint
09/26/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Our house inverter stopped working 4 months ago. We called **** and left messages and no answer. We started to call solaredge to see if they can send a replacement to my house because it's still on warranty. It took almost 4 months for solaredge to get the replacement and somehow it got shipped to ****. Solaredge sent **** a reroute label to ship the Inverter to my address. I emailed ******** about when it will be sent to my house. A week ago going to the second week. We need help with this issue. Thank you.Initial Complaint
05/04/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased a roof top solar system from Alba Energy 4 years ago. It is still under warranty (limited lifetime). The system is no longer generating electricity and after contacting Enphase Networking (Energy tracking), it was determined there is an issue with the microinverters/wiring that dates back to the time of installation by ***** I have been trying to contact **** through all of their listed phone numbers and only reach voicemail. I can't reach anyone in their service department and no one will call me back. I'm stuck with a solar system on my roof I am still paying for that does not produce electricity and can not get anyone to honor the warranty. I spoke to an individual in their sales department who could not provide me with any information regarding contacting anyone in their service department. If I attempt to have the issue resolved by a third party, I will void ****'s limited lifetime warranty, so I am feeling stuck.(Note: Alba Energy now lists their address as *****************************************************************, ************)Customer response
05/06/2022
Better Business Bureau:I've been able to resolve my issue with Alba Energy and wish to withdraw my complaint.
Regards,
***********************
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Customer Complaints Summary
6 total complaints in the last 3 years.
1 complaints closed in the last 12 months.