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:11/21/2023

  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.

  Sept. 13, 2022 I signed a contract for a solar carport. After contacting the company multiple times, there didn't seem to be any progress. Jan. 14, 2023 I contacted them to explain I received a call saying the company Premium Solar Patios sub-contracted with to do the work was filing for bankruptcy. March 27, 2023 I signed a new agreement, Premium Solar would be doing all the work "in house". May 1, 2023 I was told the final design and engineering was completed.After 10 more emails, some with zero reply others with more excuses, I went on the website and complained I wasn't getting responses. I received a text message promising to look into things. A month later I received a text message, not a call, saying "I finally herd from the city the wind load requirement's are 170 for the patio, unfortunately we can not meet those requirements, **** as much as it pains me I need to let you out of this deal free and clear. I really appreciate your patience with us and sorry since the change of the code I can not satisfy the order:("With the length of time this has been going on, it makes me wonder if costs have gone up and they just want out of the deal instead of honoring their commitments! I replied back expressing disappointment I was receiving this info via text. They couldn't even respect me enough to call me. Still haven't received a reply.

  Business Response

  Date: 12/11/2023

  We reached out to this customer to explain the actual situation in full detail. 

  Customer Answer

  Date: 12/11/2023

  I have reviewed the business response and accept this resolution. The business setup a *************** call to explain why they could not fulfill the terms of our contract. After discussing this with them, we are exploring other options to see if we can come up with a new plan. I'm am happy they contacted me to discuss the problem.

  Thanks,

  ****

• Initial Complaint

  Date:11/21/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Premium solar patio installed a patio roof from solar panels on our house from June to September of 2023. The job is unfinished, with loose flashing and lots of leaks. Premium assured us they would address the flashing and leaks of the patio but are non responsive for several months. We want Premium to seal the patio and fix the flashing as soon as possible.The total scope of this project is more than $70,000.

  Business Response

  Date: 11/26/2023

  Our team has been in contact with this customer as well as his wife constantly. We can provide extensive communication history via, phone, email and text.  The project was completed and the changes requested by the customer for the flashing did not come out as planned. We have already agreed without hesitation to change it for them. Regarding the leaks, the customer was fully aware to expect a couple leaks and we would take care of them. We did attempt to take care of these items on 11/24 but they didn't want it done that day. We will remain in contact with them to schedule a new day to complete the remaining concerns. 

  Customer Answer

  Date: 11/28/2023

  I am rejecting this response because:   the requested work has not been completed.  I am requesting that Premium Solar Patio replace the flashing and fix the leaks on the patio.  Once these fixes are made, this request can be closed.  It is up to Premium Patio to schedule a time that works to complete this work.

  Customer Answer

  Date: 02/15/2024

  With regard to your request for clarification (which is copied below):

  The answer is no, there have been no meaningful efforts by Premium Solar Patio to address the concerns, ie to finish the work they began. 

  We heard from Premium Solar Patio on 12/6/2023, they contacted us by text to schedule repairs, but were in the end unable to schedule a time and did not perform any work to complete the outstanding tasks.

  We have not heard from Premium Solar Patio since 12/6/2023.

  Please let me know any other questions or if I can provide you any other details.

  Thank you for your service.

  -*** and *****

   

   

  : This message is in regard to your complaint submitted on 11/21/2023 against Premium Solar Patios.  Your complaint was assigned ID ********. 
  
  BBB needs some clarification on the points below in order to move forward:
  
  ***Have there been any additional efforts by the business to address the concerns?
  
  Please provide this clarification in writing within 5 calendar days. Once your information has been received, BBB will review and determine next steps.
  
  Thank you for your prompt reply.
  
  Sincerely,
  
  Dispute Resolution Department
  Better Business Bureau
  ****** / Lubbock / *************
  ******************************************

• Initial Complaint

  Date:03/13/2023

  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 initially commissioned premium solar patios to build me a solar patio in 2021 in the summertime. We had a myriad of issues getting the project started in a timely fashion and once they finally showed up to install it it was installed at a square by almost a foot from my house. I had to complain and wait nearly 2 months to have them return to correct the issue. Shortly after the installation was complete, I had multiple leaks starting. I contacted the company to have them come out and repair it and the way they repaired it was with silicone. It is obvious to me that there is a major design flaw in the system and I have highlighted this issue. I had new leaks up here a couple months later and I had to contact the company to get them to come out and repair it. I told them I was not interested in them returning with more silicone, but that I expected them to fix the design flaw so that there were no future leaks. It took the company nearly 3 months to get somebody out to take care of the problem and I was very adamant that they would not only return to use more silicone. Unfortunately when they showed up that is all that they did was apply more silicone. The following day we had some more rain and new leaks appeared. It has now been 3 weeks in trying to get the attention of the company and I cannot get a response from anyone. I have been very patient and have called and texted many times, without a response.I'm a very upset customer, but I am giving the company an opportunity to fix the problem, yet I am still being completely ignored.

  Business Response

  Date: 04/10/2023

  Premium Solar has been in contact with the customer and has been to the customers home a few times to address concerns. Our team is presently in contact with him regarding his more recent concerns. 

  Business Response

  Date: 04/12/2023

  Premium Solar has been in contact with the customer and has been to the customers home a few times to address concerns. Our team is presently in contact with him regarding his more recent concerns. 

  Customer Answer

  Date: 04/12/2023

  I am rejecting this response because: 

   

  The company is actively ignoring all of my communications. The only person willing to have a conversation with me is a low-level technician. My interest has been to get the problem fixed correctly and I want an explanation as to how it will be fixed prior to having a technician come out again for the fourth time.

  Customer Answer

  Date: 06/08/2023

  The complaint has not been addressed and the company continues to refuses to correct the issue. 

  Customer Answer

  Date: 07/13/2023

  I had initially made this complaint on March 13th 2023 and there has been a little bit of correspondence regarding it, but the complaint is still not public.  Can I ask what else has to happen in order to move this forward?  *********** has continued to completely ignore every attempt to contact them.
  

   

  Thanks

   

  *************************

  CEO

  IdeaBuilder Labs

  Business Response

  Date: 07/13/2023

  We are still in contact with this customer to schedule a visit and resolve the concerns. 

  Customer Answer

  Date: 07/13/2023

  I am rejecting this response because:   *********** has made zero attempt to contact me. A third party is coordinating with me to assess the installation for a 3rd time, but at this point Premium Solar Patios has not responded to a single message. 

  Business Response

  Date: 07/20/2023

  We have in fact had many communications with this customer. It's only been recently that the 3rd party in the project has been interceding as it was mentioned to us that this customer did not want to deal with us. We are mutually dedicated to getting this customers concern resolved. 

  Customer Answer

  Date: 07/20/2023

  I am rejecting this response because:   I had to engage a third-party back in January of this year. To date Premium Solar Patios has not made any attempt to contact me directly since March 15th. 
  

  we are scheduled to have a site visit on July 28 with Premium Solar Patios and the third party that I had to get engaged because of the complete lack of response by Premium Solar Patios. 
  

  I did not refuse to deal with Premium Solar Patios, I only made a request that they explain exactly how they plan to remedy the issue prior to them coming back out for the fourth time to my house. It has been since I made this demand of them that they have refused to communicate with me. The only reason that I am getting remedy now is because the financing company has threatened to pull all funds from the project.

• Initial Complaint

  Date:01/28/2023

  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.

  In August 2022 we entered into an agreement to have a solar carport installed. August 19, 2022 $32,307.66 was disbursed to Premium Solar Patios for the installation of the carport. The carport was not installed in the time frame represented to us by the company and infact is still not complete. The first stage of construction is complete but it is completed incorrectly. In the scope of service we agreed as to the position and alignment of the carport and Premium Solar Patios placed in the wrong spot and didn't align it with the house as we agreed for it to in writing. In addition to that it is still not connected to our electrical and therefore not producing any electricity. Premium Solar Patios committed to installing the carport in 6-8 weeks, proper alignment of the carport, proper location of the carport, and they agreed to reimburse us for any solar payments we had to make before installation was complete. Premium Solar Patios did not meet the deadline and they installed the carport in the wrong spot with incorrect alignment. In addition to that, I have been making payments since November and installation still isn't complete. Premium Solar Patios has not returned my communications in a month and they have not offered any resolution to this issue.
  At this point I just don't know what to do besides beg you for your help and if that doesn't work, pursue Premium Solar Patios in court. I have done everything I can to get Premium Solar Patios to respond without any success. I haven't heard a word from them, except the couple messages from *** STREETS around Dec 29, 2022.
  At this point all I am asking is that Premium Solar Patios come out, reposition the carport into the position we previously agreed upon in the scope of work, and connect the solar structure to the house. These are the things they promised in addition to Premium Solar Patios reimbursing me for ALL solar payments made between November and whenever they finally complete the installation.

  Business Response

  Date: 01/01/1900

  Business Response /* (1000, 7, 2023/02/20) */
  Please contact our office so we can discuss the plan to get this resolved for you as soon as possible.

  Business Response

  Date: 06/27/2024

  We have remained in contact with these homeowners over the course of this issue. We still remain unable to obtain the missing components and fully intend to install them once they are available. 

  Customer Answer

  Date: 07/08/2024

  I am rejecting this response because:   First, because they absolutely have NOT maintained contact with me regarding this issue. The last several attempts I have made to contact them were never responded to. I would like to know when they are going to complete the job and I would like them to call me at least once a week with an update on what it is exactly that they are doing to resolve this. It’s impossible for me to believe that in the past two years nobody that they have installed solar for has received the parts I was promised before committing to this burden. I don’t want to escalate this into a lega matter so I am trying to be accommodating but two years to install a solar carport completely seems unreasonable to me. 

  Customer Answer

  Date: 08/31/2024

  You asked for clarification on a few things so I have included my response below immediately following each request:

   

  [How much of the project has been completed in a way that you can accept it?-90% of the project has been completed satisfactorily. The only thing remaining is for the company to come finish by covering up all the wiring they left exposed. 
  
  How much of the price agreed to has been paid to the business?-100% of the price agreed has been paid. That’s probably why they have little or no motivation to finish. 
  
  Assuming that the business will remain as unresponsive as they have been, what would you like to see as a resolution?-assuming that the business will remain as unresponsive as they have been I just want to make sure others know that there is a huge potential for this company to bind customers financially without keeping the company’s commitment. I have not ruled out litigation but have been doing everything I can to avoid it. 
  

• Initial Complaint

  Date:10/17/2022

  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.

  Date of transaction- July 2021
  Amount Spent 50k
  Overall opinion- Satisfied with Purchase
  
  Issue: service after the sell
  
  We were told & given in writing a 25 year warranty on our Solar System.
  
  1. We were told the system would be monitored, it is not. Two incidents have occurred over the last year and both times we found it on our mobile app.
  
  2. MAJOR ISSUE: After about one year of installed services the inverter on our system failed. This is the part the converts Solar to Electrical so we have been hard down (not producing any energy) since 9.20.22. After multiple phone calls to several people and another company, I was successful in getting them to order a replacement inverter under my warranty. I was told at that time it would be 6 to 8 weeks before the converter came in. Good new it was delivered to my house on Friday, October 14th. I was pleasantly surprised!! I reached out to Premium on the same day and was told the person who scheduled install was out sick and that there was no one in the office that could help me. I was told I would receive a follow up call on Monday. I reached out again on Monday to learn the employee is back from his first day after Covid and pretty backed up. He asked me to call Dynamic SLR inc to schedule my inverter swap(they originally installed it). After a 45 minute conversation (with very helpful customer service) I was advised that they DO NOT support my area anymore. I was advised that I would need to find a "Certified" Solar Edge electrician to replace my inverter. Needless to say I was speechless to learn that no one can replace my inverter (and I will only allow a certified Solar Edge Electrician to do this). This complaint is for service after the sell.
  Ps... this is my second Solar platform and I had zero issues with the first over the 4 years I had it.
  

  Business Response

  Date: 01/05/2023

  Business Response /* (1000, 7, 2022/11/02) */
  There was an equipment failure at this customer's home. This was not due to improper installation or otherwise. The manufacturer shipped a replacement and we were able to get it installed by a third party since the original installer refused to service it directly. Thankfully this was done and back up and running in a relatively short period of time and the customer is happy to have it resolved.
  
  
  Consumer Response /* (2000, 9, 2022/11/03) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  We did get new inverter. I'm not 100% satisfied as I was told the system would be monitored and it in fact is not. They did resolve my immediate issue. With a little luck I won't need maintenance again.

• Initial Complaint

  Date:08/23/2022

  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 September 29, 2020 I entered into an agreement with Premium Solar Patios, Dynamic SLR, and Loanpal (now called Goodleap) with sales Representative Joshua ********** For the installation of a Patio, Pergolas, solar panels (with manufactures warranty) Heat Pump HVAC System. The purchase price $41,921.22 paid with a loan financed for 25 years at 2.99%.
  
  It has been a fiasco from the start. But, what brings me to the point of seeking resolution now, is the inability to contact anyone to address the issue of my panels no longer producing energy. I have been attempting to contact them via phone (which results in vm that doesn't get answered. Via messenger on their website, and text to which they replied about a scam. My system has been down since April 2022. I have tried to contact Premium Solar Patios and Dynamic Solar with no response. I have contacted Oncor as well. Oncor said I would need to contact another solar company to diagnosis and repair my system at my expense. My system has required a technician to come out last fall (XXXX) and when my system went on standby in April as it did last fall I have no success at contacting anyone to come address my systems failure.
  
  frustrated to be paying for a system that should be generating electricity for my use and sell the surplus back to the grid, but what I have is an extra payment of $270.00 a month and a full price electric Bill. Please Help.
  
  I don"t want this system.

  Business Response

  Date: 01/23/2023

  Business Response /* (1000, 7, 2022/09/09) */
  The sales rep in this particular case is no longer with the company and it seems that the customer was possibly reaching out to him directly and calling the wrong number to reach our office. Once we become aware of this issue we have reached out to this customer to get her system back online for her. We reviewed the system remotely and found an issue. We provided the instructions and a video on how to power cycle it in order to correct it. The customer stated that it didn't work so we are currently looking to schedule a site visit as soon as we can get it coordinated with her so this is resolved.
  
  
  Consumer Response /* (3000, 9, 2022/09/12) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  They have contacted me after I did the power down and power up cycle which didn't resolve the problem. They still have not set up a time to send a tech out to resolve this issue.
  
  
  Consumer Response /* (3000, 24, 2023/01/11) */
  12/30/2022:
  
  I have not been able to speak to anyone at Premium Solar Patios. But the contact info I have includes and states my system is from Dynamic Solar.
  
  That being said Dynamic Solar tells me I must pay $250 before they will even schedule a technician to come out a diagnose what's wrong.
  
  I don't understand how that can be.
  
  (Attached Document)