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:04/24/2025

  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.

  2nd problem with this company: Their installers didn't seal one of the places where the panels were installed on the roof. We did not know this spot on the roof was leaking with only a few small rain showers until we had a massive rain storm. At this point, we could hear water trickling behind the wall. We called a contractor to come patch where the roof was leaking from the poor installation job. We had to spend $3,000 on mold remediation plus more for the contractors to cut a hole in our wall which I ended up re-drywalling myself. Fastrac called to sell me more services. When I told them I never heard back from them on the issue the leak/mold issue, of course, they had no record of it. The customer service *** ensured me he'd get to the bottom of it with his manager and call me back. Of course, no one called me back. I didn't write down the date of this call, but it's been approximately 1.5 months.

  Business Response

  Date: 07/07/2025

  Thank you for bringing ***************** complaint to our attention. We regret the issues he has experienced and appreciate the opportunity to address his concerns.  We understand the severity of this situation. 

  Regarding the installation issue, Mr. ******* completed the close out call with our team in August 2024 after permission to operate was granted.  Fastrac then spoke with Mr. ******* in late March 2025 regarding a communication issue on his system.  In April 2025, he called into Fastrac requesting reimbursement for the mold remediation.  

  However, per the terms of Mr. ******** contract, the Purchaser is required to notify the Contractor in writing of any defect discovered within the Workmanship Warranty Period within seventy-two (72) hours and allow reasonable access for inspection. Time is of the essence with respect to this notification obligation.  Mr. ******* did not follow these terms and conditions.  

  Our records, monitored through DialPad, show no documented communication from Mr. ******* between August 2024 and his call in late March 2025 requesting communication issues. As no written notification was received within the stipulated 72-hour period, and we were not provided an opportunity to inspect the alleged defect, Mr. ******* did not follow the procedure outlined in the contract. Consequently, we are unable to offer reimbursement for the costs incurred until proof has been provided by the homeowner.  

  To address Mr. ******** concerns and demonstrate our commitment to customer satisfaction, we propose the following:

  1. Roof Inspection and Repair: We will schedule a qualified technician to inspect and, if necessary, properly seal the affected area on the roof at no cost to Mr. ******** ensuring no further leaks occur, subject to his agreement to provide access.

  Additionally, this has already been escalated to our attorney, who has stated the same items.  The process to allow Fastrac to review and inspect was not completed.  There are no records via phone or mail that Mr. ******* reported the issue to Fastrac until after he repaired it. 

  We value Mr. ******** business and regret any inconvenience caused. Please ask Mr. ******* to contact us directly at ************. We appreciate the opportunity to resolve this matter.

  Sincerely,

  Fastrac Energy Services

  
  

• Initial Complaint

  Date:04/09/2025

  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.

  I signed a contract with Fastrac Energy and Goodleap loan services for solar panels on April of 2024. The solar panels were installed on May 5th of 2024. Myself and my husband have been in constant contact with Goodleap and Fastrac Energy services because the salesman was not honest about the amount of power the solar panels would provide. I was told I would not have much of an utility bill, and I would get a government rebate that would help with the cost of the solar panels. I have sent over copies of my Entergy bills from my electric company, because all the blame was placed on my electric company. All the contracts were signed on the salesman's IPAD and I was unable to read the contract in it's entirety while he was in my home. All of my instincts told me not to sign the contract, but I did and now I regret my decision.

  Business Response

  Date: 07/07/2025

  Dear BBB and *** *****, 

  Thank you for bringing this matter to our attention through the Better Business Bureau. We at Fastrac Energy Services deeply value our customers and are sorry to hear about the concerns raised by the homeowner regarding their solar panel installation and experience. We understand how frustrating it can be when expectations are not met, and we are committed to addressing these concerns promptly and fairly.

  To clarify, the sales process for the homeowners solar system was handled by a representative from ******, as indicated in the proposal and home improvement contract provided to the homeowner. Fastrac Energy Services was contracted by ****** to manage and complete the installation of the solar panels, which was finalized on May 2024. While we regret any miscommunication that may have occurred during the sales process, we want to emphasize that the sales representative was not a Fastrac employee but rather worked with ******, our partner in this project.

  Regarding the performance of the solar system, our monitoring platform indicates that the system is functioning as expected and is on track to meet projected energy production. To address the homeowners concerns about their utility bills, we would be happy to conduct a high utility bill review at no cost. In many cases, higher-than-expected bills result from increased electricity consumption, rising utility rates, additional utility fees, or a combination of these factors. This review will help identify the root cause and explore solutions tailored to the homeowners needs.

  Additionally, while our monitoring system currently shows no alerts or issues with the solar panels, we are prepared to perform a remote diagnostic to ensure the system is operating optimally. Should any issues be identified, we will take immediate steps to resolve them under the terms of our warranty and service agreement.

  We are committed to ensuring the homeowners satisfaction and restoring their confidence in their solar investment. Please have the homeowner contact us directly at ************ to schedule the utility bill review and diagnostic, or we can reach out to them to coordinate. We appreciate the opportunity to address this matter and look forward to working with the homeowner to resolve their concerns.

  Sincerely,

  Fastrac Energy Services

  
  

• Initial Complaint

  Date:01/07/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 kept on requesting since day of installation.                March 31 2023 about solar panels installed by Fastrac and didn’t generate power I was getting high electricity bills jumped from $100 to $780. I was so frustrated keep calling emailing to Fastrac but not even one time it tried to check what’s issue. Fastrac charged me $65000.00 for this poor service. Fastrac disconnected solar power on Jan 4,2024 it’s so cruel and keep sending bills but never tried to fix problem

  Business Response

  Date: 04/07/2025

  ***PLEASE SEE ATTACHED****

   

  One more statement, Fastrac did NOT disconnect the solar power on January 2024.  There was a lock placed on the system by the lender for non payment, we believe, and they turned off the solar system.

  Customer Answer

  Date: 04/07/2025

  Better Business Bureau:
  
  Fastrac never tried to resolve issue never contacted 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   
  

  Business Response

  Date: 07/07/2025

  Thank you for bringing ****************** complaint to our attention. We have thoroughly reviewed the concerns raised and would like to provide the following response to clarify the situation and address the issues presented.

  Ms. ***** contacted Fastrac in January 2025 regarding a complaint about her solar panel system. She stated that the system has not provided the expected benefits, her utility bill has increased beyond her previous payments, and she wishes to have the panels removed. Additionally, she noted that the panels are currently turned off and secured with a lock, rendering them unusable, and claimed they were never functioning properly even when active.

  Upon investigation, we confirmed that Fastrac has not disconnected Ms. ****** solar power system, and as of January 2024, the system remained connected. The lock on her system was placed by GoodLeap, the lender, due to severe delinquency on her loan payments, which is unrelated to Fastracs services or responsibilities. Any issues related to the financing or loan agreement fall under the purview of GoodLeap, and we recommend directing those concerns to them.

  Furthermore, Ms. ****** complaint references issues with the sales process and expectations set for the solar systems performance. As Fastrac was not involved in the sales process, any concerns related to sales should be addressed to Valor Solar, the company responsible for the sale and associated representations.  We would recommend filing a BBB complaint against Valor Solar.  

  Regarding the performance of the solar system, Fastrac is willing to assist with a technical review of the system once access is restored, provided any outstanding issues with ******** are resolved. However, based on the information provided, it appears the core issues stem from the loan delinquency and sales-related concerns, which are outside Fastracs scope.

  We understand Ms. ****** frustration and are committed to supporting her within the bounds of our role as the installation and maintenance provider. At this time, we respectfully suggest that Ms. ***** address the loan delinquency with GoodLeap to resolve the lockout issue and contact Valor Solar regarding any sales-related grievances. Fastrac remains available to assist with system maintenance or inspection once these matters are clarified.

  Thank you for facilitating this process. Please feel free to contact us at ************ if further information is needed.

  Sincerely,

  Fastrac

  
  

  Customer Answer

  Date: 07/09/2025

  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,
  

  The Fastrac energy did not install enough panels to provide enough energy and this issue arise as panels installed. Fastrac installed panels in front of house which is harming to property value fastrac installed panels on March 30 2023

  and my electricity bills gone up quality of panels poor installation was bad . Please see attached docs Fastrac never resolved matter. I can not pay Goodleap if I hve to pay electricity provider so high amount and than to fastrac. 

  This is fault of Kam solar Fastrac energy and Goodleap. Working together to make money. As solar panels disconnected on Jan 4, 2024 electricity bills came down to normal to $100 or less per month.

  Solar panels installation damaged entire roof shingles keep falling down

  Everything so bad,

  The only solution to remove panels immediately.

  thanks

   

  ******* *****
   

  
  

• Initial Complaint

  Date:08/31/2024

  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.

  ##Complaint Summary##
  
  I entered into a contract with EverBright from Fastrac Energy Services LLC for a solar panel installation. Despite having documentation confirming the contract cancellation, I face issues with Fastrac's cancellation process, fees, and intimidation tactics.
  
  ##Detailed Complaint##
  
  - Fastrac invoiced me $5,329.79 in grossly inflated cancellation fees.
  - They threatened a $50,000 lien on my property and legal action.
  - A sales representative made threatening calls, which I recorded legally.
  - There's no documentation for alleged work performed.
  - All fees are excessively inflated and unjustified, including site assessment, engineering, permits, procurement, and financing cancellation.
  - Fastrac claims cancelling financing doesn't cancel the contract, contradicting EverBright's documentation.
  - They accused me of breaching the agreement by considering other companies.
  - No Fastrac representatives visited my property or performed work beyond the initial quote.
  
  ##My Actions##
  
  - Obtained cancellation documentation from EverBright.
  - Demanded detailed justification for all charges.
  - Requested cessation of legal threats and liens.
  - Filed a complaint with the attorney general's office.
  - Recorded threatening calls for documentation.
  
  ##Consumer Rights Concerns##
  
  Fastrac may be violating consumer rights through:
  
  - Unfair billing and cancellation practices
  - Lack of transparency in fees and work performed
  - Harassment and intimidation tactics
  - Violation of contract cancellation rights
  - Insufficient notification of contract terms
  - Charging for services not rendered and materials not procured

  Business Response

  Date: 10/02/2024

  To Whom It May Concern:
  
  This internal case was already turned over to our attorney so at this time, we can not comment on the case.  Ms. ********** cancelled her installation the day of installation and is in breach of her contract.
  
  Regards,
  Stephanie
  
  ---
  Stephanie *****
  VP - Business Operations
  Office: 832.413.0707
  

  
  

• Initial Complaint

  Date:08/30/2024

  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.

  After Hurricane Beryl, I sustained damages to a solar panel and my roof beneath the panel. I reached out to Fastrac since that’s that company that installed the panels. They charged me an invoice of $600 for replacement and removal one one panel. I paid it and they sent someone out. In order to fix the hole in my roof, the technician that came out said that he may have to take 4 more panels off to remove the rail that holds the panels on and that he would have to come back another day with an additional tech to help him remove everything. Fastrac charged me an additional $1200 to remove 4 more panels before the job was even attempted. And I paid that amount also because they REFUSED to come back out unless the invoice was paid. When the tech came out a second time, he only had to remove one panel, leaving the other 4. I asked for a refund back of the $1200. For THREE weeks now they have been dragging their feet, makes excuses such as checks are only processed on Thursdays. They claim to have mailed me a check but it got lost in the mail apparently. They were quick to charge me and take money however they are now holding $1200 from me for as long as they can. The company also has yet to replace the single panel on my roof. This is almost 2 months now after Hurricane Beryl, which is the excuse they are trying to ride out on.

  Business Response

  Date: 09/06/2024

  Fastrac Energy Services cut the check in the amount of $1,200 for Mr. **** on August 14, 2024.  Check #****.  It was mailed on August 14, 2024.  Fastrac is voiding the check and reissuing the check today.  We will mail with tracking to Mr. ****.

• Initial Complaint

  Date:08/26/2024

  Type:Product 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 on my roof on May 30th, 2024. So far due to FasTrac not providing my utility company all the information needed on the Interconnection agreement, according to my utility company they had to send the form back to FasTrac 4 times for missing information. I have not been able to receive permission to operate. I was told by a representative on June 17th, that if I wasn't able to operate my system by the time my payments were due I would be reimbursed for the payments until I had use of the system. Today my first payment is being drafted from my account, I called FasTrac and was informed they don't reimburse payments. I have been told on several occasions that it should be approved in a couple weeks. It has been almost 90 days and today I was told "hopefully in a couple of months" I feel it is their lack of providing the necessary information to my utility company that has caused the delay and they should reimburse my payments until I am able to use the system, as I was told they would.

• Initial Complaint

  Date:06/30/2024

  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.

  On May 14 I was visited by a sales rep for ****** home security. At his offer presentation I noticed the company offers solar energy. I signed up a security and solar energy bundle on May 15th after the design of the solar panels was explained to me. On June 4th I was visited by a second solar company that informed me there were solar companies that are not "local" and don't know how the electric system works in ********. The next day I called ***** ******** and I was told that I was given wrong information by the designing team. I called the team and was told I was wrong, making it clear to me they did not know the local system. Erroneous information: 1) According to the designers, ***** ******** offers a solar bank system in which the energy that is produced and not used by a home would be received by ***** and returned at night at no cost. This would make the system capable of sustaining my home all day and night. This is not offered by ***** ********. Here any excess can be sold to ***** and any night needs are payed at cost. 2) My current electrical is about $200/month. The design's payment to lender would be around $220/month, but the system was designed to produce an excess of electricity that was calculated (based on ******* charges) to pay over $300 a month. ***** ******** pays less than 1/3 of the price they charge per kilowatt/hour. This and the lack of a "solar bank" increases the cost to me rather than reduce it. I called ******, Fastrac, and the design team with my concerns and requested a new design to be produced before moving forward. For weeks I was promised a better design and dragged along with promises of callbacks. When I pressured they would offer more expensive options while I continued to receive requests to sign documentation needed to move forward (including schedule installation). I called asking to put a stop to this and Fastrac is demanding over $4000 in cancellation fees after making these mistakes and taking advantage of my goodwill.

  Business Response

  Date: 10/02/2024

  To Whom It May Concern:
  
  Michael **** ****, located at **** ******** **, ******** TX, 79124, executed a home improvement contract with Fastrac Energy Services on 5/15/2024.  Fastrac commenced work of service when we completed the Site Survey and assessment on 05/20/24.  Mr. **** did not cancel within his 3 day right to recession per the contract on page 4.  Additionally, per his contract on page 5, the contract spells out the cancellation fee.
  
  5. CANCELLATION FEE. Purchaser may cancel this Agreement after the 3-day rescission date and before installation is commenced by providing written notice to Contractor. Upon cancellation prior to commencement of the installation, Purchaser shall be liable to Contractor for any and all actual costs and expenses incurred by Contractor as a result of such termination, including but not limited to, those costs and expenses incurred in connection with Contractor’s demobilization and restock and return of any materials or equipment within ten (10) days following the date of Contractor’s final invoice and any applicable Cancellation Fee as detailed below. Following expiration of the three (3) day cancellation period, this Contract cannot be canceled once installation of the System has commenced, except by the mutual written consent of both parties. Cancellation Fee at a minimum before installation is commenced will be $500.00 for Site Survey, $500.00 for Design & Engineering, $300.00 per Stamp Required, permitting fees, HOA application fee(s), interconnection fee(s), 15% restocking fee, financing cancellation fee of $350.00 and overhead costs due within ten days.
  
  Fastrac charged him per his contract as he did not cancel until 06/17/24.  He is in breach of his contract for not canceling per the contract and not paying the cancellation fee per his contract.
  
  Regards,
  Stephanie
  
  

  Customer Answer

  Date: 10/03/2024

  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.  
  
  
  This doesn’t address the fact that I was mislead on the functionality of the system in my location. It aLeo doesn’t address my repeated request to adapt the design to address the inconsistencies before the benefits offered and the benefits I would receive.

  
  
  
  Regards,
  
  
  
  Michael
  
   

  
  

  Business Response

  Date: 04/07/2025

  ****PLEASE SEE ATTACHED****

• Initial Complaint

  Date:06/27/2024

  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 first contacted Fastrac regarding my solar panels no longer producing energy on 18 June. I was sent an email requesting credit card payment for scheduling of services to fix my solar panels. I was told that they were scheduling appointments in my area for the week starting 24 June. I paid the service fee on 21 June. As of today 27 June, I have called every day to see if I have been scheduled for an appointment. To date I have not been scheduled and they cannot give me a date as to when the scheduling will be completed. They were quick to demand payment, but have yet to deliver on the service requested.

  Business Response

  Date: 06/27/2024

  Fastrac unfortunately is behind on scheduling appointments by two to three weeks due to the influx of requests from homeowners.  The request was submitted on June 25, 2024 per our records. The request is in the queue and we will work to schedule out when we have a technician in the area. If the timeline is not satisfactory, we can cancel the request.  The credit card authorization is only a preauthorization of funds to make sure if it is not a manufacturer warranty issue than we have a method for payment from the customer.  We did not actually charge your credit card.  If you would like to proceed with an appointment, please let us know. Or you may cancel and work with another solar installation company.

   

   

• Initial Complaint

  Date:06/10/2024

  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.

  Was told by the salesman that I had the right to cancel at anytime without any kind of penalty but then I receive a bill in tje mail for cancelation before the job is even started

  Business Response

  Date: 06/11/2024

  The installation contract with the homeowner that he signed and initially clearly states that he has ten (10) days to cancel the contract from the effective date.  His contract was signed on May 7, 2024 and he attempted to cancel on May 28, 2024, which is beyond the 10 days.  Fastrac commenced work on the project on May 10, 2024 and the cancellation fee is to recoup our lost costs.  

• Initial Complaint

  Date:01/11/2024

  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 purchased solar panels in 2023, and they were installed by FasTrac May 22, 2023. It took FasTrac from May 22, 2023 until December 30, 2023 to get my panels functioning properly. Throughout the process, they pointed the finger at everyone else for the short-comings in the system, including the electric company and the equipment manufacturer. They also completed an "inspection" of the system early on, but no one ever came out in person to do so. They didn't have an electrician come out until December 30th (per the electrician, December 30th was the first time he had been to the job site), when the system was finally corrected, but then stated that it was the manufacturer's fault for not telling them how to do things correctly. I wouldn't expect a lumber company to tell a carpenter how to do their job, so their statements do not ring true with me and are illogical. They promised reimbursement for payments on the panels and electric costs, but at the end they refused. When I say "they," I am referring to the vice president and owner of the company, which I had to elevate up to for anything to be accomplished. I have all the timelines and documentation to prove their promises and excuses.

  Business Response

  Date: 01/30/2024

  The solar pv project was sold and contracted on May 4, 2023.  Fastrac completed the site assessment on May 5, 2023.  The project was installed in less than 30 days on May 24, 2023.  Permission to Operate was granted in May 2023 as well by the utility company. SolarEdge Monitoring shows the system is on and producing.  Contract to install to PTO of less than 30 days is very fast as industry average is 45 - 60 days for install and another 60 days for PTO.  The system was repaired for maximum production. 

  The homeowner requested lender payment reimbursement request, which was approved and paid.  Fastrac will not cancel the contract and remove the panels.