Complaints

This profile includes complaints for Obsidian Solar's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Obsidian Solar

  8500 N Stemmons Fwy STE 3000 Dallas, TX 75247-3834

• 

  Obsidian Solar

  4131 N Central Expy STE 900 Dallas, TX 75204-2120

• 

  Obsidian Solar

  14405 Walters Rd Ste 145 Houston, TX 77014-1359

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:04/19/2023

  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.

  Hi Obsidian solar installed my solar system October 2022. Lately we are noticing one of the circuit breaker for the solar panels keeps tripping. This is happening when its sunny and there are higher temperatures outside during afternoons. I contacted ********* via email and phone when this started happening about 3 weeks back. I got some generic emails saying someone will contact me but so far no real person contacted me. I spoke with customer service representative from Enphase and based on the micro inverters installed, we can only install maximum 13 inverters per 1 circuit breaker. I have total 28 panels and they connected 18 to one circuit breaker. And this is tripping the circuit breaker particularly during high generation times. Please resolve this at the earliest possible.

  Business Response

  Date: 04/20/2023

   MINR service on schedule for 4/25/23. Customer confirmed.

  
  
  

  
  

  Customer Answer

  Date: 04/25/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:04/11/2023

  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.

  I had installed Solar with Obsidian in November 2022. Paid 35K for this. They installed Panels on a Roof that is 15 Years Old and Damaged one.
  Horrible Installation: - Most of the Cables are exposed on the Roof without conduit and no cocking which was the primary reason for my roof leak. ***************************
  They Come up with worst Possible Design Ever Possible! They installed 3 in North, 5 on the Lowest Part of the WEST (These gets Shade from Neighbor’s Tree and also from their Roof), 2 just on top of the Patio which gets shade around 4 PM. Basically worst Possible Design.
  ***************************
  . Lowest Production: Obviously because of the Worst Possible design, my 35 Panels were not Producing Enough. I paid around $300+ or more even after installing SOLAR, after the SUMMER! Can you imagine the Agony of paying for Solar as well as $300+ of Power Bill during Winters?
  Worst Customer Service: - So I talk to these guys and tell them why 8 of my Panels are Producing so low (literally 25% production). They are like, it’s common and nothing wrong with the Installation. Enphase App shows the Mirroring issue with Production and Consumption. There is no way for me to know how much I am consuming looking at the App.
  Here is a picture that I sent to the CEO of the company Ryan and he says, he doesn’t see any mirroring.
  ***************************
  Panel Mapping (ARRAY): Array built was completely Random and not in Order; I can clearly see that there are 8 panels that are producing 25% of what rest of the panels are producing, but no one knows where exactly these under producing panels are placed on my roof.
  I went through so much agony that I would like to know if there is a way to sue them. . Based on the Roofer recommendation, I had to file Claim for Roof Change and luckily my Insurance Company approved for it to be changed as well as to remove and reinstall the Solar Panels.

  Business Response

  Date: 04/20/2023

  ****** has already agreed with our attorney that he will be removing his reviews. 

  Business Response

  Date: 08/01/2023

  We gave this customer over $7,000 to help mediate any issues and after that he said he wanted more money or he would blast us all over the internet. We will not respond to threats and demands after we took every step to help rectify the situation. At this point, he can consult with our attorney again if he wishes to threaten our company any further. 

  Customer Answer

  Date: 08/01/2023

  I am rejecting this response because:   I had reported about this Unethical Company even before they offered to pay for my Insurance Detectible for changing the Roof for the Damage they had done. I have told them that they need to compensate atleast $15,000 for the damage they have caused for me. I have explained everything in detail about their unprofessionalism in my original complaint. Initially, they agreed to compensate $15,000 and then later they changed their mind and refused to pay more than $9000 or so. I have email proof of the agreement their attorney had sent. If I remove the negative reviews, they said they will compensate and later they changed their mind. 

  I am not surprised as they are known for being unethical. 

• Initial Complaint

  Date:01/12/2023

  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.

  see Attached document in Spanish.
  
  in which the solar panels fell and everything that was told to me is a lie that Mrs. Lina ******** said that she was going to pay about $70,000 and it is not that that the state gave me 24,600 and I would pay the rest that I was going to own I own light and everything is a lie

  Business Response

  Date: 01/01/1900

  Business Response /* (1000, 5, 2023/01/17) */
  Contact Name and Title: Ryan ****** Owner
  Contact Phone: XXXXXXXXXX
  Contact Email: ****@*****************
  This is false. The customer tied a rope to the ground mount and pulled one of the two ground mount arrays down with a bobcat because they only wanted to pay half of the system. We still reinstalled your project for free and then you proceeded to cancel your interconnection agreement which caused Obsidian to reach out to the lender. The lender has stepped in so that you will abide by the contract because at this point you have breached both of the contracts you've signed.
  
  
  Consumer Response /* (3000, 7, 2023/01/18) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  On November 16, there was Avery strong storm with high winds, I called obsidian to let them know what had happened, they sent three persons two men and a woman to check , they moved the pillars by the side, they came over days later. Obsidian didn't call me,Eddy came over on December 17th, he came with his dad, he told me the soil is cracked, loose,I don't know why the did that after they knew that, he told me the solar company was going to pay through their insurance. Lina ********* told me not to worry the company is fixing everything. In the beginning she told me the city will pay$23,000and I was going to pay70,000. All they said is false, they need to prove what they said. I have lots of proof , pithy red, texts, ect. How can send you the pitchures?! My name is ********* I'm a eyewitness to what happened, she was telling me each day, and I know that she's not that kind of person that would do that. My #XXX-XXX-XXXX. Thank you.
  
  
  Business Response /* (4000, 13, 2023/02/13) */
  Yes we also have phone calls from Mrs. ***** requesting to only pay for half of the system weeks before, "half of the system became destroyed". 2 Inch rigid conduit does not bend by wind. This is science, not a guess or an estimation. This system was torn down. You can clearly see in the photos of everything around the ground mount remaining unmoved. We rebuilt the system for free because at first our inspector considered this to be a natural disaster. Upon further review, the system was deemed to have been tampered with. Even if this system was destroyed by weather, that would fall under your home owners insurance policy, not Obsidian. Once again, we took care of the situation free of charge. Obsidian even took care of a rebate that was never listed in the contract or proposal but yet was still honored because Mrs. ***** insisted that there was a rebate that was promised. Obsidian has done everything in the scope of work and more.

  Customer Answer

  Date: 01/18/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  On November 16, there was Avery strong storm with high winds, I called obsidian to let them know what had happened, they sent three persons two men and a woman to check , they moved the pillars by the side, they came over days later. Obsidian didn't call me,Eddy came over on December 17th, he came with his dad, he told me the soil is cracked, loose,I don't know why the did that after they knew that, he told me the solar company was going to pay through their insurance. Lina ******** told me not to worry the company is fixing everything. In the beginning she told me the city will pay$23,000and I was going to pay70,000. All they said is false, they need to prove what they said. I have lots of proof , pithy red, texts, ect. How can send you the pitchures?! My name is ********, I'm a eyewitness to what happened, she was telling me each day, and I know that she's not that kind of person that would do that. My #************. Thank you.

  Customer Answer

  Date: 04/14/2023

  ***** said that they used their tools too, without permission, that's when they seen their tractor,

  Customer Answer

  Date: 04/18/2023

  From: **************************** [mailto:****************************] 
  Sent: Monday, April 17, 2023 5:07 PM
  To: **************************; ***** ****** <***********@************>; *****.*****************
  Subject: 
  
  Good afternoon Mr. *****, ***** mentioned that the first poles that her son showed you, when the man where installing them, they fell while they where there.  And that her husband measured the hole of one of them and it measured 17 centimeters only, when he put a dance in their house he made 4 feet holes, to install the wood poles for the fence. Obviously they did a bad job, informed. Thank you.

  Business Response

  Date: 04/20/2023

  You can read from the notes we have in our system in regards to this case.

  One out of two solar arrays were clearly torn out of the ground and we still attempted to reinstall that array free of charge. They've already removed themselves of having to pay absolutely anything since they canceled their utility documents so we couldn't achieve PTO (Permission to Operate). The lender has already clawed the entire job back. We tried absolutely everything and we were still charged back because they only wanted to pay for half of the system. Now they get it for free. We are unsure of what else we could do to help this situation but we were hit really hard financially for this. We understand they didn't want all those panels after the install but we took a massive loss because of it. They have the system for free so we are actively moving forward with litigation because of the loss that was taken. 

   

   

  1/4/2023 9:33 AM  As far as PTO. The customer had canceled their utility app out of the portal for PEC. I reached out telling PEC this was in error and customer has solar and asked them to reinstate the project. PEC is trying to get ahold of ***** to verify BEFORE they will process any utility any further or reactivate the project. Is everything resolved with her @Ryan****** ? Or am I just letting this sit without PTO? Nothing we can do unless customer confirms to reactivate solar interconnection application.

  12/3/2022 10:46 AM  for *****’s material we have
  30 micros iq8 plus ok
  25 panels 410 watts ok
  5 panels 410 watts damaged 

  11/15/2022 3:29 PM Seems that there has been foul play involved. Bobcat was close to the yard and in different spot than last. No wind couldve snapped rigid conduit like that. Measured everything and took photos. One of the 2 arrays are completely torn down. The other array untouched. It looks like it was pulled. 

  10/28/2022 1:26 PM Putting on the connect team schedule, but please get out to this site on Monday to conduct a survey to assess the damage.
  
  - Measurement of depth for poured footings
  - all joints/connections between array and racking
  - panel count (completely destroyed vs salvageable vs still standing)
  - note any damage to ground wiring
  - When on site, please call Brandon or Myself to go through everything.

  10/23/2022 12:46 PM  Customer stated they think they only need half of the panels with their usage and they want to do a change order. Let them know they cannot change their loan since we have already installed and funded. Ensured them that they would be overproducing.  She was okay with it. 
  
  

  10/20/2022 4:41 PM Hi Elena ***** reached out to me yesterday unsure about what happens now that everything has been installed. She said she doesn't know when to start paying for her panels and how it all works. Doesn't GoodLeap send her a bill directly? I am not sure what happens after install is complete. I wanted to check with you first. Thank you

  10/13/2022 12:36 PM  ***** ***** has been installed and commissioned 100%.
  

   

• Initial Complaint

  Date:01/10/2023

  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.

  I had solar panels installed by Obsidian solar in October 2022 our fist payment was paid to them 12/2022 our electric bill has been 200 300 & 400 dollars since installation our electric provider came out to do a field test and stated the system was installed wrong & turned the panels off & said they should've never been turned on without them inspecting them first. I started calling Obsidian with only voice Mail no one ever answered or called back. That was Friday 01/2023. Sunday the battery ran down and shut the power off to our home. The electric company came out and turned the solar panels back on & stated that our electric bill would be high again due to the panels are pulling electricity from our meter since they are installed wrong. We have to have the Panels on or we have no electric power to our home. I did get a call from a man named Rhine telling me he is trying to help but no help yet. We are paying obsidian & our power company last month. A total of 600 dollars cause the solar company has our solar panels installed wrong. This has been a nightmare when no one will answer your calls

  Business Response

  Date: 03/22/2023

  Business Response /* (1000, 5, 2023/01/12) */
  Contact Name and Title: Ryan ****** Owner
  Contact Phone: XXXXXXXXXX
  Contact Email: ****@obsidiansolar.com
  We've had consistent communication with our guest. Her system was reporting as normal in the Enphase Monitoring App. The AC Disconnect was installed inside the garage per request which failed inspection. We have this scheduled to move AC Disconnect outside to pass inspection. The systems functionality reported as normal. Will send master electrician to verify.
  
  
  Consumer Response /* (2000, 7, 2023/01/12) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I will be pleased as long as they come out and do the system correctly as to how our power supplier states it needs to be done. No one has told us how to use the app or how to do anything. We would like for someone to explain how it all works when they come out to correct the system too

• Initial Complaint

  Date:11/11/2022

  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.

  Horrible service! Number 1 priority for this company is SALES. My system installation is a complete disaster and disappointment. My system was reported finalized to the finance company (which its NOT). My system is still not operational and there is multiple damages to my roof and to the system itself. Installer's damaged the Cover for the Battery and also drilled holes for improper conduit installation on combiner box. It's wired wrong. Micro inverters were not assign to an array for my mobile app. This system is just a complete mess. I was told that someone from enphase was going to come last week 11/04/22 and they didn't come by due to higher priorities. My payment is due this month 11/26/22, but obsidian said they will take care of it (at least that's 1 good thing).
  
  I DO NOT RECOMMEND THIS COMPANY TO ANYONE!

  Business Response

  Date: 11/29/2022

  Contact Name and Title: *********************
  Contact Phone: **********
  Contact Email: ***********************************
  The system is awaiting Permission to Operate and by lender requirements we are allowed 60 days to fully complete the install, which it has not been reached yet. Furthermore, we compensated you by paying a month of your bill for the inconvenience. We've been responsive and communicative throughout the process.

  Customer Answer

  Date: 11/30/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  

  Business Response

  Date: 02/15/2023

  Business Response /* (1000, 7, 2022/11/29) */
  Contact Name and Title: **** ******
  Contact Phone: XXXXXXXXXX
  Contact Email: ****@obsidiansolar.com
  The system is awaiting Permission to Operate and by lender requirements we are allowed 60 days to fully complete the install, which it has not been reached yet. Furthermore, we compensated you by paying a month of your bill for the inconvenience. We've been responsive and communicative throughout the process.
  
  
  Consumer Response /* (2000, 9, 2022/11/30) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

  Customer Answer

  Date: 08/18/2023

  The date of this Contract was back in 09/2022. I contacted obsidian solar about solar panels and a backup battery for my home. They sent inexperienced contractors to install the panels and battery. They just damaged ******* and installed everything wrong. I have contacted ********************* the owner of Obsidian Solar and now he just avoids my calls. These panels have never produced power. As of right now 8/17/23 no one has came to my house to fix the damages to ******* and to get the panels up and running. This is a $70,000 dollar project that doesnt even produce energy.

  Business Response

  Date: 08/22/2023

  I personally have reimbursed every payment for **********************. **** (The Sales Rep) and I have been in contact as well. I spoke with ********************** for close to 30 mins in regards to his project. The project is being held up by the utility company (CPS) which I have explained. We are still working on the project and expect to have some results soon. 

  Customer Answer

  Date: 08/28/2023

  I am rejecting this response because:   Solar project is one thing and the Damages are a separate thing. The utility provider has no say so on when and how my damages can be fixed. CPS Should not be responsible for damages caused by Obsidian Solar. Damages to ******* can and should have been fixed since last year. 

  Obsidian Solar = Soalr Panels

  CPS = ************** they only have power over letting a solar company install panels on homes. They are not responsible for damages caused by solar companies.

  Business Response

  Date: 09/06/2023

  We spoke about this on the phone and you're acting as if we never had this conversation. You know exactly what we meant by that. 

  Customer Answer

  Date: 09/26/2023

  Ive had this problem since 11/2022. I contact obsidian about repairs to my roof and they bring up the excuse that they are waiting for response from my electricity provider. My complaint is not about the HORIBLE installation. My complaint is about repairing *******. My complaint is about fixing the damages caused by Obsidian. Now i call Obsidian and text them and I get no response. Once again this matter is about REPAIRS!!! Dont bring up CPS they have nothing to do with REPAIRS!!!. Just in case you do think about mentioning CPS, they are waiting for your response since 02/2022. This is NOT a CPS issue!! I have an email from them saying that Obsidian hasnt responded since 02/2022.

  Business Response

  Date: 09/26/2023

  The system was installed and as you were told numerous times that CPS will not allow your permit to go through to inspection. You do not believe anything we say so we don't know what else to do about it. We have hour long conversations and directly after, you result to writing to the BBB. The highest priority is getting CPS to allow your permit to go through to inspection, we are not sure what you are missing but that is clearly and directly related to your situation. If you don't like that answer then we are sorry because there is nothing else we can do other than continue to work through these issues with CPS. You contact us at 11pm and 6am constantly. Those are not business hours for any solar company and we have still answered you during those times. We've taken our time to explain this to you but once again you result to reviews. Not sure what else we can do. 

  Customer Answer

  Date: 09/27/2023

  I am rejecting this response because:   I understand the *** issue. My complaint is not about permits or ***. My complaint is about Repairs to my Property caused by obsidian solar llc. I call anytime that I can because when I call numerous times during business hours no one answers anyway. So once again I understand the *** issue, this is not my concern or complaint. I want ******* fixed.

  Thanks

• Initial Complaint

  Date:09/07/2022

  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.

  On June 1, 2022, I signed and submitted an agreement to Obsidian Solar for the installation of solar panels on the roof of my residence. Pursuant to the agreement, the gross cost was $46,584.99, and the cost after rebates and incentives (which are not guaranteed) was $34,472.89. When I had buyer's remorse regarding the price, my sales representative promised to deliver to me a $1250.00 check after installation to supposedly cover the cost of nine months of utility bills. Panels were to be installed on July 6, 2022, and activation was to be complete on July 10, 2022. After I followed up multiple times, panels were finally installed on July 29, 2022. To date, 9/6/2022, approximately 6 weeks after installation, the panels have not been activated. I reached out to my sales representative on 8/24/22, 8/25/22 (Twice), 8/26/22 and 8/27/22 via text message requesting to be contacted with an update. He was unresponsive. I have also called the sales representative on multiple occasions. He has not answered my calls or returned my calls as requested in the voicemails I have left for him. I have also called and texted the person who oversaw the installation of the panels requesting an update. He too has been unresponsive. It pains me to pay exorbitant prices for energy when I have very expensive solar panels on my roof. However, without activation, they are useless to me. I am concerned that Obsidian Solar is not a legitimate company, and that they have fraudulently obtained a large amount of money from me.
  

  Business Response

  Date: 11/07/2022

  Business Response /* (1000, 5, 2022/09/14) */
  Contact Name and Title: **** ******
  Contact Phone: XXXXXXXXXX
  Contact Email: ****@obsidiansolar.com
  Hi ******,
  
  We spoke already but wanted to respond here as well. We took care of your concerns with your representative not responding to you as well as your questions in regards to turning your system on. Is there anything else we can help you with?