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:04/16/2024

  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 am rejecting this response because:   

  February 22, 2024
  
  BBB Staff,
  
  Good morning,
  
  We strongly object to the response from Circle L Solar regarding our issue.
  
  On October 20, 2023, COO ***************** committed over the phone to return the five microinverters "in working order", which were removed from our roof without our consent. Despite this commitment, after our follow-up, ************************* informed us on November 13, 2023, via email that they would order five new inverters as replacements, with an estimated time of arrival (ETA) to be provided. However, again after our follow-up, ************************* sent us an email on February 16, 2024, offering only $500 as compensation for the replacement cost of the microinverters.
  
  We insist that Circle L Solar uphold the initial commitment made by ********************* or provide adequate compensation for the microinverters in question.
  
  Circle L Solar removed 5 microinverters from our roof without consent. We request their return as we need them for solar panels intended for another property. Microinverters are crucial for converting solar energy into usable electricity. Despite promises to return them, they haven't.This negligence costs us approximately $861.10 to replace.
  
  ***************************** response to BBB wrongly claims we owe money.The attached invoices prove otherwise; we've always paid promptly regardless of issues.
  
  Our sole demand is for Circle L Solar to honor its commitment to return or replace the 5 microinverters they removed without consent. Previous issues, like a technician's error quadrupling repair costs,have strained our patience since September 7, 2022. We seek resolution, not unjustified blame, or additional expenses.
  
  See the attachments below.
  
  

  

  Business Response

  Date: 02/20/2024

  2.20.24 The information immediately below this is what I emailed to the Saavedras this morning after reading their BBB complaint as I was under the impression after reading it that they did not receive the forwarded information regarding the reason we made the decision to rescind the offer.  Bottom line, Circle L Solar is already in the red with this homeowner.  After considering what we did for the Saavedras and the money they still owe Circle L Solar, we collectively agreed that we have done enough, and it is time to cut our losses.They also were not happy with the $500 offer, and we are not willing to offer more, therefore we rescinded it.
  
  Thank you
  *************************

  ____________________________________________________________________

   

  Mr. and *********************, 
  
  
  
  I believe the information regarding Circle L Solar's reason for rescinding may have failed to forward with my previous email, as the complaint you filed with the BBB did not include this information. I have copied and pasted below for your records.  
  
  
  
  
  
  
  Circle L Solar didn't charge the Saavedras for their new monitoring system, due to the delay in materials when we had to upgrade the micros. We also didn't charge them a trip charge for the 2 additional times we had to go out to fix the trunk cables and replace a broken optimizer (which he wasn't charged for that optimizer), and lastly, we decreased the price per **** that was charged to him. 
  
  
  
  We have given in to all of his demands and requests. Also, the micros that he is wanting I am not sure what he is going to do with them he could never add them to his system because they aren't compatible and aren't even made anymore. Hence why we had to do a total upgrade. 
  
  
  
  He accepted the invoice where the total cost was around $4,056.00.00, but the customer ended up only paying us $2,800.00 for all the work we did plus we didn't even charge him for the things above since it was taking so long for materials to be delivered in all reality he probably owes us close to $2,500.00 more. 
  
  
  
  I DO NOT believe this customer should be reimbursed for the micros. Like I said they are worthless and we have already given him way more than what they would cost. 
  
  ****************************
  
  
  
  ************ - office
  ************ - mobile
  Administrative Assistant and **************** Specialist
  ************************************************************************************************
  
  ______________________________________________________________________________
  
  2.19.24
  
  Hello, Mr. ***** ********************,
  
  
  
  After consulting with the Circle L Solar team, we have decided to rescind our $500 offer.  See the notes in the following email chain that led us to this decision.
  
  
  
  We consider this issue closed and will not consider any further communication regarding this matter.
  
  
  
  Have a good day.
  
  ****************************
  
  
  
  ************ - office
  ************ - mobile
  Administrative Assistant and **************** Specialist
  ************************************************************************************************
  
  
  
  
  
  Reason we rescinded offer:
  
  We didn't charge the Saavedras for their new monitoring system, due to the delay in materials when we had to upgrade the micros. We also didn't charge them a trip charge for the 2 additional times we had to go out to fix the trunk cables and replace a broken optimizer (which he wasn't charged for that optimizer), and lastly, we decreased the price per **** that was charged to him. 
  
  We have given in to all of his demands and requests. Also,the micros that he is wanting I am not sure what he is going to do with them he could never add them to his system because they aren't compatible and aren't even made anymore. Hence why we had to do a total upgrade. 
  
  He accepted the invoice where the total cost was around $4,056.00.00, but the customer ended up only paying us $2,800.00 for all the work we did plus we didn't even charge him for the things above since it was taking so long for materials to be delivered in all reality he probably owes us close to $2,500.00 more. 
  
  I DO NOT believe this customer should be reimbursed for the micros. Like I said they are worthless and we have already given him way more than what they would cost. 
  
  
  
  
  *************************
  Regional Project Manager 
  
  
  Email: **********************************************
  Phone #: **************
  Website: www.circlelsolar.com
  
  
  
  
  
  
  
  
  From: ************************* <****************************************************>
  Sent: Wednesday, October 18, 2023 11:39 AM
  To: ***************** <*************************************>
  Subject: ********
  
  Critter Guard- Free (used $850 that the customer paid as credit towards materials for system upgrade)
  Monitoring system- $300- customer not charged for this 
  2/13- Ho paid 50% of the invoice, we had a hard time finding all the materials so we didn't go out for like 2 months 
  5/4- emailed and spoke with ** about having to order new micros
  5/8- An email was sent to HO telling him that all new micros were ordered and letting him know since they were new micros we had to install new monitoring but we would cover the cost due to the delay.
  5/30- techs showed up to replace but they didn't have the correct trunk cables (also trunk cables were not included in the invoice)
  7/13- the system was working for all but one panel, **** broke a micro (customer not charged)
  8/14- **** went and replaced the last optimizer system is working 
  10/18- updated invoice to reflect 345 per panel, texted **** to take optimizers in the office 
  
  Product Old Charge  New Charge 
  Micro inverters  (5) ****** (10) 1722.20
  Panels  (11) 3795 (5) 1725
  Labor 250 250
  Current Paid  -850 -850
  -******* -*******
  TOTAL Owed  ******* 819.15
  
  
  
  
  *************************
  Regional Project Manager 
  
  **********************************************
  **************
  Attendee panel closed
  ********
  

  Customer Answer

  Date: 03/11/2024

  I am rejecting this response because:   See last explanation that we wrote. 

  February 22, 2024
  
  BBB Staff,
  
  Good morning,
  
  We strongly object to the response from Circle L Solar regarding our issue.
  
  On October 20, 2023, COO ***************** committed over the phone to return the five microinverters "in working order", which were removed from our roof without our consent. Despite this commitment, after our follow-up, on November 13, 2023, ************************* informed us via email that they would order five new inverters as replacements, with an estimated time of arrival (ETA) to be provided. However, again after our follow-up, on February 16, 2024, ************************* sent us an email offering only $500 as compensation for the replacement cost of the microinverters.
  
  We insist that Circle L Solar uphold the initial commitment made by ********************* or provide adequate compensation for the microinverters in question.
  
  Circle L Solar removed 5 microinverters from our roof without consent. We request their return as we need them for solar panels intended for another property. Microinverters are crucial for converting solar energy into usable electricity. Despite promises to return them, they haven't.This negligence costs us approximately $861.10 to replace.
  
  ***************************** response to BBB wrongly claims we owe money.The attached invoices prove otherwise; we've always paid promptly regardless of issues.
  
  Our sole demand is for Circle L Solar to honor its commitment to return or replace the 5 microinverters they removed without consent. Previous issues, like a technician's error quadrupling repair costs,have strained our patience since September 7, 2022. We seek resolution, not unjustified blame, or additional expenses.

   

  Customer Answer

  Date: 04/16/2024

  Complaint Summary:We required the replacement of solar panels due to critter damage to trunk cables, resulting in the replacement of five panels by Circle L Solar. Additionally, Circle L Solar technicians replaced five functioning microinverters with new ones, due to compatibility issues, for which we incurred costs. Despite multiple requests over several months, Circle L Solar failed to return the five functioning microinverters they removed.Chronology:- On October 20, 2023, a productive conversation with ********************* resolved outstanding issues, including invoicing. ********** committed to locating and returning the five microinverters.- On November 13, 2023, Administrative ************************** Specialist ************************* informed us Circle L Solar was unable to locate the microinverters and promised to replace them with new ones.- On February 8 and 16, 2024, we inquired about the microinverters. ************************* offered $500, insufficient to cover the cost of replacement.- On February 19, 2024, ************************* rescinded the $500 offer, declared the issue closed, and refused further communication.Issue:Circle L Solar failed to return the five functioning microinverters they removed. Despite promises from ***************** and ************************* to locate/replace them, Circle L Solar unilaterally closed the issue without fulfilling their commitment.Resolution Requested:We request the fulfillment of the written promise for five new microinverters as previously agreed upon.

• Initial Complaint

  Date:03/12/2024

  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.

  In late February 2024 I received an email from a company called Solar Edge regarding a change to there monitoring system. I have used there phone app to see how much energy my system is producing. I had received an email from Solar Edge several weeks before concerning a grounding issue with the system. I had contacted Circle L because I had not received a call that someone was coming out to check the system. The last time there was a problem Circle L called and sent someone out to do whatever the do to keep the system running. I thought it was unusual that I would have to email information to the Administrative Assistant and **************** Specialist for something ********************** L was supposed to be monitoring. After sending the e-mails from solar edge I expected them to take care of the situation because "13. ********** ******* warrants all work for a period of (10) years following completion. Ten (10) years for system and all components and five (5) years for roof penetrations." Contract was signed 1/9/2019. I was told by the Administrative Assistant and **************** Specialist that the change was not Circle-l's fault and that Solar Edge would not pay for the part.(see email) I was then told it was an upgrade so the warranty would not cover it . The part cost is $700 plus labor. Things I need to know.A. When did I have to start monitoring my own system? In 2019 when the solar system had a malfunction that I had to call on, I was told that a monitoring system had not been set up but would be soon. (There website even says today that a monitoring system will be included in the system.)B. I thought I was getting a turn key system that Circle L would be responsible for for at least 10 years. (see Warranty)C. My system is producing half of what was discussed while purchasing the system so it's production is averaged out to 601 KWh per month at ***** cents per KWh (average) which come out to an average electrical savings of $79.63 per month, $955.59 per year.

  

  Business Response

  Date: 04/22/2024

  The manufacturer, Solar Edge, shipped the upgraded parts, an inverter and a cell kit, to ******************** at no charge. ******************** contacted me via email when the parts arrived on 3.24.24.  We scheduled the service call for 4.3.24 at that time and Circle L Solar installed the parts on 4.3.2 free of charge. Unfortunately, ******************** system is still not working correctly.  We have a service call schedule for 4.24.22.  ******************** is aware.

  Customer Answer

  Date: 04/24/2024

  Complaint: 21417750
  
  I am rejecting this response because: I am still not sure of monitoring of the system or parts / equipment warranty. I now have access to the data from the system (Via phone App)  but I only need that for my own tracking of production. The actual monitoring of the system for upkeep and repair should be done by Circle - L with me just receiving a copy of problems with the system from Solar Edge, at least for the first 10 years. I should not have to contact Circle- L with E-mails from Solar Edge concerning system errors. I am still also concerned with warranted items not being covered by Circle-L , I was told they only warranty the labor for repairs but that is not the way I understood or read the contract for the first ten years, I understand that I have a warranty from manufactures that is longer than warranty from Circle-L but I feel that they are responsible for items that are or are not covered by manufactures in the first 10 years, as with this case. 
  
  Regards,
  
  *******************************

  

  Business Response

  Date: 05/16/2024

  It is the sole responsibility of the site owner to monitor their own solar system using the app that is provided and notify Solar Edge and/or Circle L Solar when and if they see anything odd or receive an alert that will not resolve by itself in 24 hours.
  
  Circle L Solar offers a service warranty not a parts warranty. No where in the customer agreement does it say ********************** will monitor your system for upkeep and repair. I'm sorry you misunderstood but that is not something we have ever offered. Circle L Solar will service your system and we are your liaison with Solar Edge. We will come out to inspect and troubleshoot your system free of charge. We will help you get parts warrantied and shipped. We do not and never have proactively monitored systems.
  
  Example: When you buy a new car it comes with a warranty. When the warning light comes on or you hear a squealing noise, you take it to the dealer. When its time to change the oil, transmission or any maintenance, new tires, etc. you make sure it gets done. You have invested in that car and want it to last a long time. The same applies to your home and any appliances in your home that are under warranty. It also applies to your solar system. It is your responsibility to monitor the system for upkeep and repair and to contact Solar Edge or Circle L Solar know when you suspect a problem.
  
  Solar Edge warranty exclusions excerpt:
  Warranty ************************ Warranty will not apply if (a) buyer is in default under the General
  Terms and Conditions of other Agreement governing the purchase of the Product, or (b) the Product or any
  part thereof is:
  - damaged as a result of misuse, abuse, accident, negligence or failure to maintain the Product.
  
  Solar Edge warranty info (see attached full warranty doc)
  Some parts are warranted longer than others.  Your new cell kit has a 5 year Solar Edge manufacture's warranty. All this can be found in the warranty attached. Circle L Solar does not warranty parts because we are not the manufacturer. We are the installer. 
  
  

• Initial Complaint

  Date:01/16/2024

  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.

  circle L solar installed 36 solar panels on our home back in 2018. I only discovered that 17 of the panels never worked. We found out that the panels were not working last May 2023 when I called to inquire on how much my panels were produce energy. When they logged in on my enphase account, Circle L. solar realized that 17 of my panels never worked all those years.The company never followed up after installation if all the panels were working. I requested to speak to the *** or whoever is responsible for this but never got a response. we paid thousands of dollars for these panels.

  

  Business Response

  Date: 01/29/2024

  Hello ***********************,

  I am sorry to hear that no one followed up on your solar panels. We will have someone reach out to you about this matter. 

• Initial Complaint

  Date:05/10/2023

  Type:Billing 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.

  On April 3, 2023, I paid Circle L Solar $270 to come out to my property inspect a solar system that was installed by a previous company that had gone bankrupt and provide me with an estimate to complete and/or repair the project. On April 25, 2023, an employee from Circle L showed up, spent less than 20 minutes looking at my solar system, then left. On May 10, 2023, more than 2 weeks later, after waiting to hear from someone, I contacted Circle L to inquire about my repair estimate. At that time, I was informed the technician determined the job was a liability for the company and, therefore, they could not do the job. I requested a refund of my money since they were not going to be providing me with a quote, and she told me that the $270 was the fee for a service call. I told her that the company did not provide me with any services and that I could understand paying $50 for the gas it cost the tech to drive to my property (which was generous), but $270 was ridiculous considering they did not do anything for me.

  Customer Answer

  Date: 05/15/2023

  Better Business Bureau:
  
  The Business contacted me and issued a full refund.  They apologized for the miscommunication.  The Finance Personnel was extremely professional.  Please remove my complaint ID ******** as the business resolved the issue completely.
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:10/17/2022

  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.

  Circle Solar Installed solar panels in my house..agreement was they ***** later to see if the panels meet my electric demand. The truth is that the panels don't produce enough power to meet my use. I ended paying more to my electric company and same time paying the loan for the panels .I called the company to see if they can at least add more panels to meet my electric demand that way I don't have to pay high electric bill of $400 same time paying 400 for the panels. The answer I got was we can't help you.. Now I'm stuck with panels on my roof with an $800 bill every month .the tax credit I was promised something went wrong I never got the credit...this is tearing my family part with this financial burden we never saw coming .Did Circle solar company lie to us that my electric bill was to go down almost zero..?That we could produce more energy that my electric company will buy back from us.? That the solar bill will be manageable?That they will come back ***** if the panels meet my demand if not add me more panels..? Why is my total electric bill now $800. Why are they telling me there's nothing they can do..after putting me to this...?

• Initial Complaint

  Date:08/18/2022

  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.

  The solar they installed caused leaks. The 1st leak they came out and said they repaired but I had to have a professional come out and change the insulation out because they left everything in my attic that was damaged. They only reimbursed me for 1/2 of that. Found another leak. They came out and did nothing and send us a bill for almost $5000. I can not find any roofers to fix the leaks because of the solar. There are now 4 visible leaks inside the house. The discolored and warped drywall is telling. I need help holding this company accountable. Every roofer that has came to give an estimate says the solar installation is the issue.

  

  Business Response

  Date: 10/07/2022

  Good afternoon, I am sorry for the delay in getting back to you. We have completed the repairs for ******************************