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:03/11/2024

  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.

  I signed a lease in 2012 for roof top solar panels. In October 2020 my lease was sold to ************. They have been nothing but a complete nightmare! Their customer ********************** is one of the absolute worst. I am having billing issues which are not being addressing appropriately. I was actually told that I can't speak with billing nor could I speak with accounting as they do not have PHONES! This company claims they hold over ****** leases yet they are incapable of providing phone lines so their customers can speak with a billing expert. A customer is only able to speak with their customer ***resentatives who seem to be trained on dodging/ignoring questions. I had credit last May -December 2023. Yet, in February 2024 after this credit was used I received a phone call from a Spruce *** stating I owed over $300. When asked how this is possible three different ***s stated the invoice section of their online portal and those sent in the mail are INCORRECT! I was instructed to only look at the bill pay portion of the portal because that is the only section which is correct and in Realtime. Apparently, they have no clue how their portal works as a payment cant be placed when their is a credit/negative balance.If I had a credit through December 2023 and I paid the remainder of December 2023, and January, February 2023 how do I owe over $300? Seven months of a credit and all of a sudden a phone call I owe money, no email, no letter no we made a mistake. The explanation given is not acceptable. This appears to be is Fraud as Spruce admits the credit was incorrect yet they do not seem to be able to figure out what or when it happened. The company is nothing but a nightmare. They have no regard for their customers or their contracts. In all my 32 years of homeownership I have never experienced a company as horrific as ********************************. They are truly the absolute worst!!

  Business Response

  Date: 03/18/2024

  We empathize with our customer's frustration regarding her misprinted bills. We have thoroughly investigated her account and identified that prior to this Better Business Bureau complaint, ************ had already taken the necessary steps to ensure future printed invoices would be accurate. Additionally, our customer is in direct communication with a Senior Manager regarding her concerns and all updates to her account. 

• Initial Complaint

  Date:03/06/2024

  Type:Billing 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.

  ***** 04/05/2024 (first time I reached out to Spruce Power)Concerning Invoice: INV01483113 Agreement: ********* Bill ***** 03/01/2024 Issue: Under Bill ********** $59.01 The under bill adjustment of $59.01 equals the rate per kWh for the production of Dec 2023 which would appear on the invoice with a bill date of 01/01/24. Below data is an export from Spruce Powers website of energy production with additional information by me to match due dates and invoice numbers.Rate per kWh: $0.269030617 Invoice# Unknown (previous home owner)Bill ***** 01/01/24 Prod. Period: Dec 2023 kWh: ****** Solar Charge: $59.01 Invoice# INV01399462 Bill ***** 02/01/24 Prod Period: Jan 2024 kWh: ******* Solar Charge: $19.37 Invoice # INV01483113 Bill ***** 03/01/24 Prod Period: Feb 2024 kWh: ****** Solar Charge: $22.85 As per the Assignment and Assumption of Service Agreement (AA**) section 2: Sellers final payment under the ** shall be for the month in which the Transfer **** occurs (which may be based on estimated generation). Buyers first payment shall be for the month following the Transfer ******* my first payment shall be for the month of ***** since the transfer date is 1/11/24. That first payment was reflected in invoice# INV01399462, billing date of 02/01/2024, for the power produced during the month of *****. Invoice# INV01483113 follows the same pattern but has included a fee that equates to the production of power during Dec23 and would have been on the invoice with Bill **** 01/01/2024. That invoice, as stated in section 2 of the ****, is the sellers final payment and should not be charged to me, the buyer, on invoice# INV01483113.Communications:- Reached out via LiveChat on 4/5 & 4/6, then followed up on 4/6 via phone.During these conversations I have been told that the billing is for 2 months arrear; however, that does not track the invoice statements that clearly show that the invoice is for prior month's production in the Production Details section.

  Business Response

  Date: 03/13/2024

  We would like to thank our customer and the ******************** for bringing this matter to our attention. We have reached out directly to our customers to provide them with the resolution. 

• Initial Complaint

  Date:02/09/2024

  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 have solar panels from this company and I noticed in June of 2023 that one of the boxes installed is not working. I called the company at that time and they told me that they will come to check, they asked me for pictures of the box, copy of bills already paid. Nobody came to check the box and after I called back in November they said that someone is going to come. They came by the end of December , the technician was from another company that do the repairs for them. He established that the problem was one of the control box located on the side of the house. Meanwhile they still charging plus we have to pay for electricity to PSEG. I called them to find out when they are coming to fix and they dont know when. It is already 6 months and still dont fix the problem. Please I need help.

  Business Response

  Date: 02/14/2024

  We empathize with our customer's frustration and share their eagerness to resolve the system issues. After conducting a comprehensive account review, a technician was dispatched on 12/20/23, determining the need for a new inverter. We are currently in the process of procuring a replacement. Unfortunately, a global shortage of parts is causing longer than usual delays in obtaining the necessary components. Once the new inverter is delivered, one of our local service partners will contact our customer directly to schedule a return visit. We have suspended billing until this matter is resolved. To ensure our customer is well-informed throughout this process, a dedicated staff member will provide updates as they become available. Customer satisfaction and the swift resolution of this matter remain our top priorities. If there are any additional questions or concerns, our customer can contact us via phone at **************, email at ************************ or live-chat with an available representative at *******************. 

  Customer Answer

  Date: 02/14/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  Date:02/09/2024

  Type:Billing 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 have been experiencing billing issues with this Company monthly. I pay my bills on time. They keep tacking on $25 late fees. I canceled my auto pay because of a discrepancy and now pay by check. Each month I am contacted via phone and letter telling me I owe them money. When I speak with them they have on multiple occasions seen that what I was saying is correct and they have given me a credit. The checks are sent by the 9th of each month with payment due by the 20th. Each month prior to this month my canceled check is posted by the 15th of the month. This past month the check was sent on the 9th, marked paid in full which represented my Solar charges minus the late charges. They did not cash the check until January 26th, which now reflects a late charge on my Feb bill. Additionally, I just spent another hour of my life speaking with *********. Her computer is saying I owe them $85.82. yet my February bill is for $62.65 (the breakdown of which is $15.18 for my Solar charges and an additional $47.47 in their fees which I do not owe them). I explained that by law they cannot charge me more than the amount they have billed me, but if I don't pay them what they say I owe they will be tacking on more late fees. The fact that they are now holding my checks for deposit after the due date and all the added late fees is telling me this is a corrupt company.

  Business Response

  Date: 02/22/2024

  We sincerely appreciate the Better Business Bureau and our valued customers for bringing this matter to our attention. Following a thorough review of the account, we have confirmed that all late and insufficient funds fees have been waived, and the requested billing adjustment has been successfully processed.
   
  We understand that our customer's due date falls on the 20th of each month. It's important to note that to avoid late fees, payments should be posted on or before the due date, and the total amount due should be remitted. A late fee will be applied to the account if payment is posted after the due date or is less than the total amount due.
   
  As of now, our customer has a zero balance. They may make payments conveniently through our online billing portal at no cost, and the payment will be posted on the same day.
   

• Initial Complaint

  Date:01/12/2024

  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.

  Hello, in 2016 I signed a contract with Level Solar for solar panels service on the roof of my home. I have paid for this service every month to date without fail, almost 8 years. At some point Level Solar sold the company to another company called ********* and then again sold the company to ****** *****. When I signed the contract with the original company “***** *****” I agreed to pay a $400 fee if I ever needed the company to remove the panels to do repairs on my roof. Well, now I need to do repairs on my roof. I contacted the company to arrange for them to remove the panels and they said they do not do that and I would have to hire a 3rd party company, who charges $11,000 to remove the solar panels. I explained to ****** ***** that I have a contract that says I would have a fee of $400 but they refuse to acknowledge this and say they dont accept this part of the contract. I was never informed that this new company is not accepting ALL the terms of the contract I signed. I also have NEVER signed a new contract with the new company. So either the new company takes my account and my contract or we have NO more contact. When I contact customer service they only email me the same statement about me needing to contact a 3rd party to have the panels removed. No other options or anyone else to contact. The contact does say it is required an arbitration with JAMS so I have given ****** ***** notice that I will file a claim in 2 weeks if they do not remove the panels or contact me with other options. I have not heard back.

  Business Response

  Date: 01/18/2024

  Thank you to our customer and the Better Business Bureau for bringing this matter to our attention. We empathize with our customer's frustration. However, it is important to note that our customer has not lost a contractual right; they lost the contractual obligation imposed on them by Level Solar, the previous solar provider company because Spruce Power has chosen to waive that obligation. Spruce Power does not have its own division that performs maintenance or repairs on systems; therefore, Spruce has waived the contractual obligation under section 8.02(b) of the power purchase agreement to hire and pay ***** ***** to perform the removal/reinstallation of the system. Instead, our customers can now hire the qualified contractor of their choice, so long as they meet the minimum requirements for approval outlined in Spruce Power's Terms & Conditions for temporary system removals. 

• Initial Complaint

  Date:11/30/2023

  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.

  Attached is the pymt history for this account. I've disputed the June/July late pymts on my credit report-now Spruce reported Sept was late. I also disputed Sept. As noted on attachment, each month pymt has been made/processed by Spruce. My pymt each month is $93.15-please note the dates for each pymt. They continue to report false information to the *************. I've requested the documents with proof that the pymts were late. No one has responded to my request, but they continue to report late pymts. Your assistance to correct this is greatly appreciated. Thank you.

  Business Response

  Date: 12/01/2023

  We empathize with our customer's concerns regarding the negative inquiries on their credit report. After investigation, we have confirmed that the customer's due date is the 1st of every month per the agreement. The homeowner's payments have been posted between the 5th and the 7th since April 2023. In this case, we have found the credit inquiries to be accurate and are unable to make any changes to the customer's credit report at this time. We apologize for any inconvenience this has caused.

  Customer Answer

  Date: 12/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  

  Attached are the bills from Spruce proving the due date is the 15th of each month - not the 1st of each month.   Please note the date of the bill is the 1st but the DUE DATE is the 15th.  All my pymts, as noted by Spruce's response, are before the due date of the 15th of each month.  Greenday Finance is part of Spruce as noted on the bill which states to contact **************************************.  
  
   

  
  

  Business Response

  Date: 12/05/2023

  We sincerely apologize to our customer for providing inaccurate information in our previous response. After escalating our customer's concerns and conducting a thorough review of their account and solar agreement we can verify that their due date is in fact the 15th of every month. The bill dates on the invoices may vary as that is referencing the date the invoice was generated; the due date remains as the 15th. 
   
  Upon completion of the thorough analysis, we identified that although our customer's recent payments were made prior to the due date, they have a previous balance from last year. The previous balance is causing the late fees. A member of our team called and emailed our customer directly on December 5th, 2023, with no response yet. We will work with our customer directly to ensure their concerns are fully addressed. 

  Customer Answer

  Date: 12/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and have determined that this proposed action would not resolve my complaint.  
  
  Since the inception of our contract with ********* we have never had a billing issue until it was acquired by ************, when your company made an unauthorized withdrawal from our account in December 2021. After months of not being able to reach anyone at your office via email and spending hours on hold, the issue was resolved, and the account was brought current in May of 2022.  I spoke with ****** (spelling unknown) on May 19, 2022 at 3:43pm when a payment was made via credit card in the amount of $284.23 with the agreement that the account would be current. I refuse to pay any late fees or otherwise due.
  

  I made my June payment on June 13, 2022 over the phone and paid your processing fee (for that service) in the amount of $97.90. 
  

  Beginning July 1, ************************************************************************** the amount of $93.15. 
  

  There is no past due balance and none of your invoices make any sense ever. In all of the years that we have had solar we NEVER had a problem and have paid our fee per our contract with no issue until Spruce took over the service. We will continue to issue check through our bank institution on the 1st of every month in the amount of $93.15 as per our contract. 
  

  I prefer to continue communicating through BBB and not directly with Spruce in the interest of transparency. 
  
  Regards,

  ***** ******
  
  
   

  
  

  Business Response

  Date: 12/15/2023

  We're very disappointed to hear about our customer's experience. After escalating their concerns to leadership, as a one-time courtesy we have waived late fees from our customer's account bringing them up-to-date. A member of our team directly provided this update to our customer as well. 

  Customer Answer

  Date: 12/16/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  

  Below is the COMPLETE email I received from ****** along with my response - I appreciate that the late fees have been waived but I feel the $1 charge for paper bills will cause another problem. Oct, Nov & now again in Dec I have submitted the request for paperless billing. - see attached 

  ****** *. (Spruce Power)
  Dec 14, 2023, 3:51?PM CST
  Hi *****,
   
  I trust your day is going well. I wanted to address your BBB complaint promptly. We appreciate your feedback and apologize for any inconvenience caused.
   
  As a one-time courtesy, we've decided to waive all late fees on your account, leaving only the payment due on 12/15/2023 and the $1 paper statement fee. If you'd prefer to avoid the $1 fee in the future, please let us know, and we can enroll you in e-statements.
   
  Rest assured, we've also responded to the BBB to address the matter comprehensively.
   
  Thank you for your understanding.
   
  Regards,
  ******
   
  Contact us via phone ************ fax ************** or email **************************************
  
  Office Hours: Monday - Thursday 9:00 AM 8:00 PM CST Friday 9:00 AM - 6:00 PM CST
  
  
  
  
  ******,
  
  Please be advised that the December payment was made on 12-1-23 and was processed by your company on 12-11-23, per the attached printout. I appreciate you waiving all the late fees on the account and look forward to receiving an accurate paperless statement moving forward. 
  
  In regard to the $1 fee for a paperless statement, I would request you waive that fee also.  I changed the setting to paperless billing on your site in October and then again in November after receiving the October and then the November bill in the mail. It is unclear to me why I continue to receive paper statements when I have changed the settings 2x to date. I have gone into the settings yet again and changed it to paperless billing, as you can see from the attachment. 

  Please confirm on your end that it is accurate in your system moving forward as well. 
  
  Also, please confirm the $1 fee has been waived so my account isn't charged a late fee as I have changed the setting to paperless for the 3rd month in a row.
  
  Thank you,
  *****

  
  Regards,
  
  
   

  
  

  Business Response

  Date: 12/21/2023

  We appreciate our customer for bringing their concerns to our attention. We would like to assure them that they are enrolled in e-statements. In response to their initial complaint, we have waived all late fees as a one-time courtesy. If the customer has any additional questions or concerns, they are welcome to reach out to us.
  call us **************, email ************************* live-chat with an agent on our website, *******************

  Customer Answer

  Date: 12/26/2023

  Thank you again for reversing the late fees. 

  Please reverse the $1 fees I was charged for the mailed paper bills as I stated earlier, I enrolled in paperless billing on your site in October. Since I received another paper bill in November, I enrolled again on your site.  Another bill in the mail in December - I enrolled again.  I did receive the bill - due Jan 15, 2024 - there were late charges and paper statement charges listed on it.  You stated I am now enrolled in paperless billing so I should not receive a bill in the mail anymore.  Since I've enrolled in paperless billing 3x, starting Oct 2023, I should not be charged the $1 fees.  Please reverse those $1 fees. 

  Next month's bill should reflect the correct payment due, $93.15.  THERE SHOULD BE NO LATE CHARGES OR PAPER STATEMENT CHARGES ON THE BILL.
  
   Also, please report to Transunion credit that the June, July, Oct and Nov payments were not late - as you reported to them.  Update the report as all payments were made and account is current.  

  Thank you,

  ***** ******

  Business Response

  Date: 01/02/2024

  We sincerely appreciate our customer for her prompt responses. After conducting a thorough examination of the account, we have identified a credit needed for the paper statements; this has already been initiated and will be applied within 1-2 business days. Our review also verified the accuracy of the credit reporting as it is caused by two stopped payments from our customer. Recognizing the challenges our customer may be facing, we have proactively waived seven late fees, stopped payment fees and the paper statement fees as a courtesy for her experience. If our customer has any further inquiries or requires additional assistance, we encourage her to speak to our dedicated homeowner support team. 

  Customer Answer

  Date: 01/07/2024

  Better Business Bureau:   
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  

  From their response, I understand the late pymt reporting to the credit bureau.  Also, I appreciate the reversal of the 7 late pymt fees, 2 stopped pymt fees and the paper statement fees.   

  Thank you and Happy New Year.

  ***** ******

   

  
  
  
   

  
  

• Initial Complaint

  Date:10/09/2023

  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 contracted with ***** ****** *********** ** for Solar Panels in 2014. ***** ***** sold the Company to Spruce. I contacted on 10/19/22 and spoke to Eda. I informed Eda the solar panels were leaking water into my bedroom. Eda informed me that Spruce does not fix leaks.,

  Business Response

  Date: 10/18/2023

  We understand our customer's frustrations. Spruce does not have its own division that performs maintenance or repairs on systems, therefore Spruce is waiving the contractual obligation **** ***** ***** imposed on its customers under ******* ******* of the power purchase agreement to hire and pay ***** ***** to perform the removal/reinstallation of the system. Instead, the customer may hire the qualified contractor of their choice, so long as they meet the minimum requirements for approval as outlined in Spruce’s Terms & Conditions for temporary system removals. Once again, we apologize for the miscommunication and appreciate our customer's feedback. 
  

  Business Response

  Date: 11/06/2023

  We are saddened to hear about our customer's experience. As previously stated, Spruce did not assume the limited warranty. The homeowner has decided to move forward with the necessary steps to remove the solar system. We sincerely apologize for any inconvenience this has caused and hope to provide a better service in the near future. At this time, there are no further actions required on the file.

  Customer Answer

  Date: 12/04/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  
  
  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  
  
  Regards,
  
  
  
  I would like to reopen complaint  ********** Attached is page 2 of my contract with ***** ***** which Spruce assumed.
  ****** **** of the contract clearly stated that Spruce is responsible for repair and maintenance of the system.
  Spruce's failure to acknowledge their responsibility is a breach of contract. I request your assistance in rectifying this situation. Thankyou **** **********
  

  
  

  
  
  
  

• Initial Complaint

  Date:09/01/2023

  Type:Billing 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.

  Our solar system went down in October 2022. The company never informed us. When we started receiving regular bills from ********************************************* we questioned Spruce why this was happening and they finally told us that the trans meter was not working, that it hadnt been since 2022. We are still receiving invoices from them, based on last year and the previous years statistics, there has not been an accurate reading since October. So now we are also receiving a regular bill from ****** AND **************** and we can not afford both payments. In Spruces contract it states You will not be charged for Estimated Production when the System is not producing electricity due to Solar Providers Fault, or if it is due to grid failure or power outages caused by someone other than you. They have admitted to us that our system is down due to their faulty trans meter. They do not know when it will be fixed, so in the meantime we are paying the two bills, like I stated previously, we can NOT afford both. We have battled with them over the last 4 or 5 months to fix this billing issue but they refuse to accept accountability. We really need help resolving this issue. Thank you very much **** and ******** *****

  Business Response

  Date: 10/06/2023

  We sincerely apologize for our customer's experience. We understand the customers' concerns regarding an increase in utility bills and the solar system's production. Our records indicate that the homeowner's system is OFFLINE, and the homeowner is being billed on estimates as required per the agreement. Recently, our team has dispatched our partner, and we can confirm that they are pending the parts required to complete the repair. Regrettably, our company does not reimburse utility bills, but we have stopped billing the customer until the system has been fully repaired. Again, we sincerely apologize for the inconvenience caused and will do our very best to have this resolved quickly. 
  
  Thank you,
  ******* *****
  Research Specialist
  O: ************ ext #*****
  Email: *************************************
  

  
  

  Customer Answer

  Date: 10/16/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   
  

  Business Response

  Date: 10/31/2023

  We appreciate our homeowner's response and empathize with their concerns. After a review of the billing account, we can confirm that the payment made covered past-due invoices prior to us stopping billing for the customer on September 18, 2023. The homeowner currently has an open work order so that our third-party servicer can address the system concerns. The homeowner will not be billed until the system has been fully repaired and confirmed to be producing energy. Should the homeowner have any questions in the meantime, they may contact us directly at **************.
  

  Customer Answer

  Date: 11/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  

  Good afternoon, 

  We disagree with their reply. This is an issue weve been having since September or October 2022. Weve been off-line with them due to non-working equipment. They have been guesstimating our amount owed to them since then, as a matter of fact, we never received any notification that we had been off line with them that entire time. In reality, they owe us SEVERAL months of credit. Our counter to them would be to sever all ties with the company and to terminate our contract entirely and no longer utilize their services. 

   

  Thank you 

  **** and ******** Lopez 

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

   

  Most Recent Message Date Sent: 10/31/2023 11:11:22 AM
  We appreciate our homeowner's response and empathize with their concerns. After a review of the billing account, we can confirm that the payment made covered past-due invoices prior to us stopping billing for the customer on September 18, 2023. The homeowner currently has an open work order so that our third-party servicer can address the system concerns. The homeowner will not be billed until the system has been fully repaired and confirmed to be producing energy. Should the homeowner have any questions in the meantime, they may contact us directly at **************.

  
  Regards,
  
  
   
  

  Customer Answer

  Date: 03/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  

  Yes we are still experiencing difficulties with them. They did not send us documentation regarding the analysis they supposedly had done. We were supposed to have credits applied to our account. We are still getting bills that are incorrect. They never reported to So. Cal. ****** how much solar our system made so we got a bill of $1200 In February from ******. ***** has talked to them a few times in the last month  or so and they do not give him straight answers. They are constantly being evasive with him. One day they are telling him we owe a certain amount then last week he talked to someone and she told him we didnt owe anything. We are at wits end with them. We really dont know what do at this point. Please help. 

   

  Thank you, 

  ***** and ******** *****

  
   

  
  

  Business Response

  Date: 03/20/2024

  We have thoroughly investigated the matter, and upon receipt of this complaint, we requested one of our service partners to address the issues with your system, ensuring it functions as expected. Additionally, a formal request to suspend billing has been initiated until the system concerns are fully resolved. We have directly communicated with our customer and provided this update. 

• Initial Complaint

  Date:05/21/2023

  Type:Billing 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.

  my solar panel system was original installed by *** ***** then spruce energy experts took over since then 2years ago my monitoring system which tells me how much my system produces, when i asked them to repair the unit they said my system was working ,i absolutely know it is not working but they will not send anyone out to check. the other problem is billing, they used to mail the bill to me and then they introduced online billing which turned out to be a disaster i requested my billing to be mailed they agreed time went by still no mailed bill , now over the time of the online billing they kept charging me late fees when there system was not working for example i was unable to log in to the site and still am not able to log in also the online system charges extra for using , i have spent hours online and on the phone with them to no avail 11/1921 - I was informed by a subcontractor for spruce that a new meter was required, and it was replaced on 12/2/21. 6/24/22 - Contacted Energy Service Experts (Spruce) as I received a high bill ($257.00) only to find out my meter was offline and I was never notified I was offline. I performed the tests I was instructed. 6/26/22 Provided pictures back to spruce of the meter. 6/28/22 - Called spruce to then be told the meter was still offline, and a new meter needed to be ordered and I would be contacted by the subcontractor to install. 7/14/22 - Emailed spruce to find out when my new meter was going to be delivered and it was marked as priority. 7/26/22 - Called spruce as I again received a high bill and was told it was being estimated because I was offline, no resolve as to when I would be getting my meter or when I would be online 8/1/22 - Called spruce again as I received a high bill, no update on when I would be getting my meter. 8/30/22 - Call spruce again, customer service routed the call and I was supposed to get a call back 24 hours. No phone call received back. 8/31/22 - Sent a lengthy email to [email protected] requesting an immediate response since there has been no resolution in over 2 months, again, no call back 9/1/22 - Received local electric bill over $266.00 and called SCE. I was informed what I was producing from solar was not being transmitted to the electric company. 9/7/22 - Requested escalation again on the meter, no resolve and my bills would continue to be estimated 9/9/22 - Called again to speak to a supervisor, and was told they would send an email and have someone call back in 3-5 business days. There has been no effort on the part of Energy Services Experts (Spruce) to resolve this issue in a timely manner or provide any updates to the customer.

  Business Response

  Date: 10/05/2023

   Response:
   
  We understand our customers' concerns. We apologize for the delay in repair and any miscommunication from our teams. After a review of the account, we can confirm that the homeowner's system has been fully repaired and is producing as expected per the agreement. We also understand that our homeowner has received large utility bills. Regrettably, we are unable to reimburse any utility bills. However, should the homeowner have lost energy, they are subject to a Production guarantee credit to their solar billing account as mentioned in the contract. Our homeowner was educated on our reimbursement process and if the credit is applicable, it will be applied 2-3 months following the production anniversary date March 10th. Once again, we apologize for the frustrations caused and hope to better serve our customers in the future. Should the customer have any additional questions or concerns regarding this complaint, we are more than happy to assist.
  
  Thank you,
  Arnesha *****
  Research Specialist
  O: 888.636.0336 ext #*****
  Email: a*****@sprucepower.com
  

  
  

• Initial Complaint

  Date:05/11/2023

  Type:Billing 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.

  This is on goning since 3/1/23 on that date Spruce charger my account $89.63 my monthly bill is $82.57 I called my bank on 3/3/23 and they adjusted the charge by $7.12 Spruce has insisted that the whole $89.63 was refunded it was not. Then on 3/15/23 Spruce attempted to charge my account the $89.63 again that charge was canceled. Since then Spruce has applied late fees and other charges to my account. I have called and emailed them numerous times in an attempt to resolve this, at this point I believe the late fees and other charges have been reversed but they still think I owe $82.57. My last call was on 5/10/23 the person I spoke to was helpful but was unable to resolve this issue. I took her advice and contacted my bank, after contacting my bank I am sure that Spruce accounting is at fault and mishandled my payment that was made on 03/01/2023. The letters and statements that I have from my bank show what was done with my payments. This issue is on Spruce and the way the new accounting/ billing system works. If Spruce did not overcharge me on 03/01/2023 none of this would have occurred. I was not refunded the whole amount of $89.69 for my payment on 03/01/2023 I was only refunded $7.12 by my bank on 03/03/2023 that is the amount of the overcharge I have a letter from my bank stating that, what Spruce accounting did with the remaining $82.57 on 03/13/2023 I don't know, I do know I don't have it and neither does my bank. I also have a letter from my bank showing that on 03/15/2023 Spruce again tried to charge me another $89.69 also not my monthly amount and that charge was reversed. I have sent Spruce the letters and bank statments proving my case and do not believe me.

  Business Response

  Date: 08/25/2023

  Spruce Power acknowledges our customer's concerns regarding the taxes being charged to their invoice. In February 2023, Spruce Power transitioned to a more updated and customer-friendly billing system and bank processor. As a result, the new system would automatically add taxes to the homeowner's bill based on state/county. Since there are agreements that have fixed rates, such as Bruce *******, Spruce Power has manually adjusted and removed taxes and fees from the accounts and reimbursed the customers for any overbilling. The customer has been notified of the adjustment and taxes are no longer being charged. We sincerely apologize for this unexpected event and can ensure that this issue has been resolved.