Complaints

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

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TriSMART Solar LLC has 8 locations, listed below.

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  TriSMART Solar LLC

  600 Northpark Central Dr Ste 140 Houston, TX 77073-6445

• 

  TriSMART Solar

  5684 Denton Hwy Haltom City, TX 76148-3700

• 

  TriSMART Solar EL Paso

  7198 Merchant Ave STE A1 El Paso, TX 79915-1221

• 

  TRISMART SOLAR

  NA SAN ANGELO, TX 76901

• 

  TriSMART Solar

  1555 Avenue S STE 100 Grand Prairie, TX 75050-1221

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:07/24/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The sales representative assured me that I could cancel the contract before installation without incurring any penalties. However, when I attempted to cancel, I was informed that I would have to pay thousands of dollars as per the contract terms. However it was passed off to Orange Solar being at fault. I was misled into believing that the solar panels would eliminate my electricity bills, but I continue to receive high bills each month and I can assure you we do not overuse our electricity. I now pay more for electricity + solar payments. This is even comparing day to day reports from my electricity company. The sales representative assured me that the installation of solar panels would increase the value of my home. However, upon consulting with real estate professionals, I have learned that the panels may actually decrease my home's value due to the lease agreement and potential buyers' concerns.I have made multiple attempts to resolve these issues directly with TriSMART Solar, but their customer service has been unresponsive and unhelpful. I have attempted text, email, call. While call is the best way to reach out to them hold times are very long. Once I called and got through I was just told to call Orange solar despite the contact being with TriSmart Solar I am seeking the following resolutions:Immediate cancellation of my contract with TriSMART Solar without any penalties or fees.Removal of the installed solar panels at no cost to me.

  Business Response

  Date: 08/01/2024

  *******,

  Thank you for reaching out to us and sharing your experience. We deeply regret the inconvenience and frustration you've encountered. Your feedback is important to us, and we sincerely apologize for the issues you have faced.
  We are concerned to hear that you were misled by the sales representative regarding the cancellation policy and the expected reduction in your electricity bills. Additionally, we understand your disappointment in learning about the potential impact on your home's value. These miscommunications are not reflective of the standards we strive to uphold.
  We are committed to addressing your concerns promptly. We will escalate your case to our senior management team to review the details and work towards an appropriate resolution. We will investigate the statements made by our sales representative and the issues with our customer service responsiveness.
  We aim to find a solution that addresses your concerns.
  We appreciate your patience and will ensure you are kept informed throughout the resolution process.
  Best regards,

• Initial Complaint

  Date:07/23/2024

  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.

  We started working with Trismart Solar after speaking to a couple different sales agents and being promised that our power bill would be lower than what we were paying now. We were even shown other peoples bills and what they were paying. After having the solar installed, we are paying almost $100 more every month towards our power bill / solar loan. We were completely lied too and when we reached out to the company they just said that we werent promised a specific number so there is nothing they can do. Sales agents should also not show other peoples bills where their names and addresses are showing. We have reached out to various people within the company and they either have not responded to us or dont have a resolution. It took 4 messages / calls to even have our sales *** contact us back regarding our unhappiness with our bill. Those who have responded have told us to contact our power company or switch power companies. We cannot switch companies as this is the only one in our area and they only buy solar back at one price. So again, we were lied too at this company.

  Business Response

  Date: 08/01/2024

  ****,

  Thank you for sharing your experience with us. We sincerely apologize for the issues you've faced regarding your solar installation and the impact on your power bill. Your frustration is completely understandable, and we are committed to addressing your concerns.
  We are deeply sorry to hear about the miscommunication and the delay in our responses. We strive to provide transparent and accurate information, and it is concerning to hear that promises made by our sales agents were not met. Additionally, sharing other customers' bills with personal information is against our privacy policies, and we will investigate this matter thoroughly.
  We understand the financial burden this situation has caused and the difficulty in switching power companies. We will escalate your case to our senior management team to find a resolution that aligns with the promises made to you.
  Thank you for bringing these issues to our attention. We will work diligently to resolve them and ensure that our practices improve moving forward.
  Best regards,

  Customer Answer

  Date: 08/02/2024

  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.  
  
  My complaint is not resolved because nothing has changed. We are still paying more in bills now than we were promised. Unfortunately, we do not have any faith that the last message will resolve this because of all of the issues that weve had with the company over the year have never been resolved. Ive called and emailed multiple times just to be told to call someone else will help us or to call someone else and nothing happens. I have kept all of my communications with the representatives / sales agent to show the empty promises. 

  
  Regards,
  
  
   

  
  

  Business Response

  Date: 08/14/2024

  ****,

   

  We will be conducting a Utility review and meet with **************** regarding this issue. We apologize for any experience thus far and want to find a resolution for your concern.

   

  Best Regards,

  Customer Answer

  Date: 08/21/2024

  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.  
  
  My husband and I have keep most of our communications between our sales *** and multiple customer service ***resentatives from Tri-Smart, who told us that they would talk to upper management but I was never responded back too. When I try to contact Tri-Smart, I either get false information or no one emails / texts me back. With our neighborhood being new, I wish I could recommend getting solar because a lot of neighbors are asking for our opinion and unfortunately our experience so far has been underwhelming and we feel as we have been lied too. Please let me know if you would like me to forward the correspondences that we do have as I have been reaching out for roughly a year with no help. 
  
  Regards,
  
  
   
  

  Business Response

  Date: 08/28/2024

  ****,

   

  Thank you for taking the time to speak with us and for sharing your ongoing concerns. I want to extend our sincere apologies for the lack of communication you've experienced and any misinformation that may have been provided. This is not the level of service we aim to deliver at Tri-Smart, and I regret that your experience has been underwhelming.
  We understand the frustration that can come with feeling unheard, especially when it involves a significant investment like your solar system. I want to assure you that your concerns are being taken seriously. We are committed to resolving the issues you've faced, and I will personally ensure that your case is escalated to upper management.
  I appreciate the detailed conversation you had with **** and ******** ******. Its important that you fully understand the factors affecting your utility bill and the solar production of your system. Im glad they were able to clarify these points, and I understand that your primary concern remains the high utility bill. I will be reviewing all the information you've provided, including the screenshots and correspondence that you mentioned.
  Once I have all the details, I will escalate them to the appropriate team members, including Our Senior Inside Operations Manager ****, to ensure that we address every aspect of your situation. I will also follow up with you tomorrow to discuss any updates and next steps.
  Thank you for your patience and for giving us the opportunity to make things right. Please feel free to forward any additional correspondence or screenshots to me directly. We value your feedback and are here to support you through this process.
  Best regards,

  Customer Answer

  Date: 09/04/2024

  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.  
  
  I appreciate you bringing this matter forward. Please let me know what else you need from all, everything has been emailed over. 
  Regards,
  Erin 
  
   
  

  Business Response

  Date: 09/20/2024

  Hello *********,
  
  I am writing to provide an update regarding a customer **** ****** that was previously filed with the Better Business Bureau. We are pleased to inform you that the customer's concerns have been successfully addressed and resolved to their satisfaction.

  
  

  After a review of the billing analysis we do see that the buyback plan is what is not causing your savings. 

  ******** is selling the energy at 12 cents and buying it back at 5 cents. The best buyback plan to be enrolled is on a one-for-one.

  The same rate they are selling you the energy should be the same rate they should buy it back for. Because just buying back at a half rate means the extra energy that they are not getting credit for. 

  I do recommend contacting their current utility company and confirming if they can switch to a one-for-one plan.

   

  We sent them a link to the Solar Buyback option for them to complete their research on what plan fits best.

  Customer Answer

  Date: 09/20/2024

  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.  
  
  I have not had time to respond to the email from TRI smart since it was just sent two days ago and I have had family in town. This complaint is not resolved, and it is absolutely not resolved at satisfaction towards us. This company has not done anything to rectify the situation, they have only repeated the same things that have been told to us previously. They need to take responsibility for their deceptive sales Techniques and salesman who promised rates to their customers that cannot be met. I will be responding to them separately as well.
  
  Regards,
  
  
   
  

  Business Response

  Date: 09/30/2024

  Mr. ******************** apologize for any confusion or false promises made by the sales partner. At TriSMART, we hold our partners to the same standards of integrity that we do, and I understand how frustrating this situation is.
  Unfortunately, the partner responsible for those commitments is no longer in business, which means we are unable to escalate your concerns to their management team or hold them accountable for the promises they made. Additionally, we are bound by the terms of the contract we have in place.
  While I understand this is not the outcome you were hoping for, we appreciate your understanding that energy usage can vary significantly from household to household, and it can change from year to year based on a variety of factors, including consumption patterns, weather, and grid conditions. This variability makes it difficult to guarantee a set bill.
  Thank you for your understanding.
  Best regards,

• Initial Complaint

  Date:07/22/2024

  Type:Customer Service 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.

  TriSmar Solar installed my solar panels 9/2022. Since then I have not see any difference on my electric bill as the solar production is very low. I have in contact with them back and forth as they don't acknowledge the issue. On June 3, 2024 they finally emailed stated that they updated the design and waiting for approval. My response to them is YES coz I been waiting this for so long. But disappointing enough, I thought that they will help alleviate the issue, they ended up wants to sell me more panels. On my contract they stated an estimated solar production per year but this is not met. The production is super low and I truly believe that they miscalculated the number of panels they installed.

  Business Response

  Date: 08/01/2024

  ******,
  Thank you for bringing this to our attention. We understand your frustration regarding the low solar production and the impact on your electric bill since the installation in September 2022. We apologize for the inconvenience you've experienced with our service and communication.
  We have forwarded your concerns to our ***************** for further investigation. They will review your case to ensure that the solar production meets the estimated values stated in your contract and to address any potential miscalculations in the number of panels installed.
  Your patience and understanding are greatly appreciated. We are committed to resolving this issue and will keep you updated on the progress.
  Best regards,

  Customer Answer

  Date: 08/01/2024

  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.  
  
  Hello BBB,

  This has been their thing, they looks like they are trying to help but ended up selling more panels. Like I said from the very beginning, I agreed to all their troubleshooting, nothing was found faulty with the solar. The panels are not enough and I truly believed that they miscalculated production of a 12 panels solar.

  
  Regards,
  
  
   

  
  

  Business Response

  Date: 08/06/2024

  ******,

  Thank you for bringing this to our attention. We want to ensure we thoroughly explore all options to address your concern. Therefore, we will reach out to the Director of Design to get a second opinion. We appreciate your patience and will keep you updated on any progress.

  Customer Answer

  Date: 08/20/2024

  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.  
  
  I attached here a copy of a production reading that I requested from the monitoring company "*******".

  This is a 2023 and 2024 production reading that I have presented to TriSmart as well. PRODUCTION IS NO EVEN CLOSE TO WHAT 'S STATED ON MY CONTRACT!

  They never acknowledge this document and keep on doing their BS tactics. Sorry for my language but YES they just pretending to help but I been here complaining since they installed my solar.

  
  Regards,
  
  
   

  
  

  Business Response

  Date: 08/20/2024

  ******,

  Thank you for sharing the production readings from ENPHASE for 2023 and 2024. We acknowledge the production guarantee stated in your contract and understand your frustration regarding the discrepancy in the actual production versus what was promised.
  At this time, we are awaiting a response from our design team to further investigate this issue. We assure you that we take your concerns seriously and are committed to finding a resolution. Our goal is to ensure that all our customers fully enjoy the benefits of their solar investment.
  We apologize for any inconvenience this has caused and appreciate your patience as we work through this matter. We will keep you updated on any progress and will be in touch as soon as we have more information.
  Thank you for bringing this to our attention, and we are committed to resolving it.
  Best regards,

  Customer Answer

  Date: 08/20/2024

  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.  
  
  DESIGN TEAM AGAIN? Have you seen all of my previous emails and tickets? 

  This issue already go through your design team and a several technicians who came and check the solar.

  But you guys ended up just selling me more panels. Again see the attached files. 
  
  Regards,
  
  
   

  
  

  Business Response

  Date: 08/28/2024

  Mr. ************** want to extend our heartfelt thanks for your patience throughout this process. We sincerely apologize for the length of time it has taken to reach a resolution.
  As we discussed, we have thoroughly reviewed your account and, to ensure we meet our contractual obligations and address the issue of low production, we have decided to add an additional 5 panels to your system. We are confident that this will help improve your system's performance and provide you with the energy savings you expect.
  Thank you once again for your understanding and cooperation. We appreciate your trust in us and are committed to making this right.
  Best regards,

  Customer Answer

  Date: 08/29/2024

  Better Business Bureau:
  
  This letter is to inform you that TriSMART Solar LLC has carried out to my satisfaction the resolution it proposed for my complaint, filed on 7/22/2024 and assigned ID ********.
  
  Regards,
  
  

• Initial Complaint

  Date:07/21/2024

  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.

  The solar product was mis represented.. ie solar panels dont actually run your house if you dont have a battery and more than one battery is needed. We were told after the fact the battery was on back order and now they are saying we dont have enough solar panels on our roof. **************** at ********* said its not their issue and Vivint solar stated its not their issues. We spend $36,485.95 for solar that is useless

  Business Response

  Date: 07/23/2024

  Ms. ***************** you for bringing your concerns to our attention. We apologize for any inconvenience you have experienced with your solar system installation.
  We will be contacting you soon to review your concerns in detail and to work towards a satisfactory resolution. Additionally, we have reached out to our Energy Consultant, ****, to understand how the system was sold and to clarify any miscommunications that may have occurred.
  Your satisfaction is important to us, and we are committed to resolving this matter promptly.
  Thank you for your patience and understanding.
  Best regards,

• Initial Complaint

  Date:06/28/2024

  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.

  TriSmart Solar has completely ghosted us after paying for their system. They refuse to support it and refuse to contact us. Their system is 100% not worth it and completely fake. Their promises are lies.

  Business Response

  Date: 07/11/2024

  Mr. Polk 

  We apologize for the delay in our response. Due to the recent storm, we are gradually catching up on all cases. Please be assured that we have escalated your case to our upper management team and are currently awaiting their feedback.
  Thank you for your patience and understanding.

  
  Best regards,

  Customer Answer

  Date: 07/11/2024

  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.  
  
  All of our issues are from over a year ago.  The storm as an excuse is a BS answer as it didn't happen a year ago.
  
  Regards,
  
  
   
  

  Business Response

  Date: 07/19/2024

  Update on Current status this Issue:

  We spoke to Mr. **** and reviewed the warranty policies for 3rd party batteries, emphasizing that any modifications outside of TriSMART Solar will void the warranty. We also discussed the roof leak, and he has a scheduled visit on July 23, 2024.

• Initial Complaint

  Date:06/06/2024

  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.

  Good afternoon, I have had trismart solar for the last 2 years. When I signed up with the them the sales person advised me that the solar panels were covered under warranty for physical damage. Their website claims the same thing. I had a hail storm come through my area and physically damaged one of my solar panels. I have tried to contact trismart via phone, but got no response. I've left several voicemails and still no response. I've received one email stating that the physical damage wasn't covered, that I would have to pay out of pocket for repair/replacement. I attempted to contact someone in customer service and advised them of what the sales person and website told me it was covered, but yet no response.

  Business Response

  Date: 06/13/2024

  Mr. ****,

  Good afternoon. We sincerely apologize for the difficulties you have encountered while trying to resolve the issue with your solar panels.
  We appreciate your patience and would like to address your concerns regarding the warranty and the damage caused by the recent hailstorm. Based on your account, it appears there was a misunderstanding regarding the coverage of physical damage under our warranty.
  As a gesture of goodwill and in full compensation for any inconvenience you have experienced, TriSMART will offer a one-time courtesy replacement for the damaged solar panel. Please note that moving forward, you will be responsible for any future weather-related damages to the solar panels, in accordance with the warranty agreement specified in the Installation Agreement.
  We are committed to resolving this matter promptly and ensuring your satisfaction with our services. Our team will reach out to you shortly to arrange the replacement of the damaged panel.
  Thank you for bringing this to our attention and for giving us the opportunity to address your concerns.
  Best regards,

• Initial Complaint

  Date:06/06/2024

  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.

  Our Solar system which has been bought right out is underperforming in production. I have been calling customer service daily since May 21 st. 2024. After 20 to 30 minutes being on hold customer service representative keeps telling us we will call you back soon, many even told us within a 2 hour period. No one has ever called us back. At point we even got an appointment for someone to come out on May 31 2024 but of course no one showed up, neither were we contacted of an appointment change. Sine then we continued to call on a daily basis which always results in we will call you ******* this point it is getting ************* probably is an easy fix if someone would just come out to the house. We have had solar system before at a different location with different company and never received such bad customer service.Everyday ********************** isnt productive we pay out of own pocket for electricity. So I would like reimbursement for that but mainly getting it fixed.I would appreciate help. Thank you.

  Business Response

  Date: 06/13/2024

  Good afternoon. We sincerely apologize for the issues you have been experiencing with your solar system and the lack of responsiveness from our customer service team. Your experience does not reflect the standard of service we strive to provide, and we understand your frustration.
  We are committed to resolving the underperformance of your solar system as quickly as possible. To address this matter, we will prioritize sending a technician to your location by [specific date, if available] to diagnose and fix the issue. You will receive a confirmation call to finalize the appointment details.
  Regarding the reimbursement for the electricity costs incurred due to the system's underperformance, we will review your account and provide a fair compensation for the additional expenses during this period.
  Please accept our sincerest apologies for the inconvenience and poor service you have encountered. We appreciate your patience and understanding, and we are committed to making this right.
  Thank you for bringing this to our attention and for allowing us the opportunity to resolve it.
  Best regards,

  Customer Answer

  Date: 06/13/2024

  [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:05/06/2024

  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.

  The sales tactics utilized by the salesman were false. They said they would pay the 1st years monthly payments and I have yet to see that promise. They also said that my value would go up and I cannot sell my house because of the solar. They installed the panels in locations that were not optimal just to get the sale and I have had a power bill every month.

  Business Response

  Date: 05/08/2024

  Patricia,

  Thank you for bringing your concerns to our attention. We take all feedback seriously and are committed to addressing your issues promptly and effectively.
  Firstly, please allow us to clarify that TriSMART does not employ door-to-door salesmen. We are solely a solar installation company, and any interactions you had with a salesman were likely through a third-party partner. Nevertheless, we  expect that all representatives associated with our services uphold the highest standards of honesty and integrity.

  
  Regarding your specific concerns:

  Payment of First Year's Monthly Payments: We apologize if there was any misunderstanding regarding this offer. We will investigate the matter thoroughly and work to resolve any discrepancies promptly. Please provide us with any documentation or details related to this promise for our review.

  Impact on Property Value: TriSMART never guarantees customers regarding the potential impact of solar installations on property value.

  Panel Placement and Power Bills: Our aim is always to optimize panel placement for maximum efficiency and energy production. We are committed to addressing concerns regarding your monthly power bills.

  
  We value your business and your feedback, and we are eager to work with you to find a satisfactory resolution. Please let us know a convenient time for you to discuss these matters further, either by phone 888-520-0073 or via email at [email protected].
  Thank you for your patience and understanding as we address these concerns.
  Best Regards,

• Initial Complaint

  Date:05/01/2024

  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 11/27/23, I welcomed a Trismart sales person, ***, into my house to tell me about their solar product. I was on the fence about solar but *** then mentioned an electric company they partner with, *******, that pays 25 cents per KWH for energy produced by my solar panels while only charging 16.9 for energy used. Once I agreed to getting solar, he signed me up that day for the Chariot plan. With this plan and the number of panels I got, I should never have to pay an energy bill again. I got my first bill and I my energy bill was bigger than it was before I had solar because they had only bought my solar produced energy at less than 2 cents per KWH. I contacted *** and told him and he told me to signed up for a different plan and wait for 3 months to see if I could see the benefits of solar. I did that and was just as displeased as before because now I am paying about the same in energy as I was before AND have a solar payment. I let him know how unhappy I was and we went back an forth via email about me saying I was lied to about the plan and him telling me I should have gotten more solar panels (which doesn't make sense if I am trying to save money). Nothing happened with that conversation so I wrote a 1 star review. Trismart customer service then contacted me a few weeks later and asked me to explain what happened. I did and they apologized and told me that *** didn't even work for the company and offered to pay for two of my solar payments if I changed my 1 star review to a positive one. I agreed, updated my review and waited to hear back from them. After 10 days, I started to do my own investigating and saw ***** Linkedin profile shows he works at Trismart and his email is "@**************************". I told them I will no longer accept two solar payments since they are just lying to me AGAIN. I want some accountability for the lies they have told me and I want what I should have had based on what I was told about the energy company... NO ENERGY BILL.

  Business Response

  Date: 05/13/2024

  Mr. ********** style="color: rgb(34, 34, 34); font-family: Arial, Helvetica, sans-serif; font-size: small;">
  I wanted to follow up on our call earlier today regarding your recent experience with our sales partner, Limitless. Firstly, please accept my sincere apologies for any inconvenience or frustration this situation may have caused you. It's crucial to us that our customers receive the highest standard of service, and I regret that your experience fell short of our expectations.
  
  To clarify, while Limitless operates in partnership with TriSMART, they are an independent entity and do not directly represent our company. We hold our partners to the same standards of integrity and transparency that we uphold ourselves, and I assure you that we take your feedback seriously.
  
  Regarding your specific concerns about Mr. ****** ********, please note that he is not employed by TriSMART Solar as a salesman. We appreciate you bringing this matter to our attention, and we are investigating it further to ensure such issues are addressed promptly.
  
  You mentioned during our conversation that you have proposed two potential resolutions to address the situation: a refund of $1,800 or the installation of an additional 2-3 panels to your existing system. I want to assure you that your options are being carefully considered, and I will be presenting them to our upper management for review.
  
  I anticipate having an update for you by Tuesday, May 14th, 2024, following our internal discussions. In the meantime, please do not hesitate to reach out if you have any further questions or concerns. Please contact us at ******************************************************************** or call us at ************. We are committed to resolving any issues you may have and ensuring a positive experience with our services.
  
  Thank you for your understanding and patience throughout this process.
  
  Best regards,

  Customer Answer

  Date: 06/06/2024

  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.]

   

  Trismart has agreed to add 3 panels to my roof. As long they follow through, I agree that they have corrected the issue.

   

  Thanks, 

  ****

  
  
  Regards,
  
  
   

  
  

  Business Response

  Date: 06/13/2024

  Mr. ******,

  is scheduled for an installation on June 19, 2024, to add the three panels we agreed upon as a concession to resolve his previous experience with TriSMART Solar.

  Customer Answer

  Date: 06/19/2024

  Better Business Bureau:
  
  This letter is to inform you that TriSMART Solar LLC has carried out to my satisfaction the resolution it proposed for my complaint, filed on 5/1/2024 and assigned ID ********.
  
  Regards,
  
  

• Initial Complaint

  Date:04/22/2024

  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 paying for new roof and solar my insurance was cancelled as they did not certify my panels or roof. To this day my roof is still not filed as certified and I overpaid. They say they escalate, however now they need to re roof in order to be insurance compliant. They do not care about the fact that Im paying for this, do not solve the issue,The roofing company contracted is a drug addict and did not comply with myself or ********** for hiring this company to do my roof. (Colt butcher) and has released him Bieber all these complaints on the roofing company are on file with Tri smart. Not only do I not have home insurance because of their negligence, they do not re roof and absorb the costs because they lack compassion to solve the issue. Even the CEO and VP OF OPERATIONS knows yet Ive waited 2 years paying them for something they cannot get into my insurance compliance I want out. I want all my money back. They are scammers and not even in compliance with what they offer.

  Business Response

  Date: 05/07/2024

  Mrs. ********,

  We sincerely apologize for the inconvenience and frustration you've experienced regarding the certification of your roof and solar panels. Your concerns are of utmost importance to us, and we are committed to addressing them promptly.
  Upon receiving your complaint, we have initiated an immediate investigation and are reaching out to our partners to verify if any documents were overlooked during the certification process. Our goal is to rectify this issue swiftly and ensure that your property meets all necessary insurance compliance standards.

  
  Regarding the roofing company contracted for your project, we take allegations of misconduct seriously and will investigate the matter thoroughly. Your feedback regarding the contractor named Colt ******* is deeply concerning, and we will take appropriate actions to address this issue.

  
  Please rest assured that TriSMART is fully aware of your situation, and we are dedicated to resolving it to your satisfaction. Your trust and satisfaction are paramount to us, and we are committed to making things right.
  We understand your frustration and assure you that we are actively working to find a resolution. We value your continued support and patience as we work through this process.
  
  Thank you for bringing this matter to our attention, and we appreciate the opportunity to address it.
  Sincerely,

  Customer Answer

  Date: 05/10/2024

  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.  
  
  The company has known about this since October of 2023. They have not addressed anything to resolve the matter. They are in breach of contract and have not been contacting me as I have to leave messages and notes and emails and they state the CEO AND VP OPERATIONS KNOWS and they still dont do anything!  They say the same thing they replied in writing to BBB. I want out of this as I pay premiums lost coverage, dont have any documentation of new roof and WPI8 certified. They are non-compliant and Im paying for something I have no records of and they will not re roof the house as they know about colt butcher. All that they state is false. 2 yrs 8 months later they have not resolved the matter.   
  
  Regards,
  
  
   
  

  Business Response

  Date: 05/20/2024

  Mrs. ********,

  We have spoken to TDI and are looking into a post-construction inspector to see how we can find you a resolution. We apologize for the length of time this has take and can assure you we are attempting our best to get this completed.

  Thank you,

  Customer Answer

  Date: 05/30/2024

  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.  
  
  Since it will now be 2 years post construction of the roof NO inspector will make this possible as by law there has to be a post inspection by 6 months after completion.
  i  have sent this via email as well as verbally to ******* Del MAR and asked for her boss and he has never contacted me either. 
  

  the only solution is to re-roof my house as this was your contractor and shady business dealings that has resulted in infractions of non compliance to my roof. June 1st of this year marks the start of hurricane season. As this roof does not exist, if damages are incurred I do not have insurance on this 2022 roof!   Im positive your company will not pay up if a storm comes and its not registered WPI8 certified. 
  

  you need to re-roof. Period. I paid for a roof that doesnt exist on behalf of your company contractors ************ who never responded to my calls, texts, etc.  and your company told me you have been in contact with him. Yet nothing is done. Tri smart is responsible for this mess. Do your due diligence and re roof as it is not possible after 2 years to post inspect via THE LAW. 
  
  Regards,
  
  
   

  
  

  Business Response

  Date: 06/05/2024

  Mrs. ********,

  we have found a post-construction inspector that is available to complete the inspection we are waiting for a quote for services.

  Best Regards,

  Customer Answer

  Date: 06/10/2024

  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 company has not sent me this notification via email or called to resolve. I do not believe they will follow through as stated previously per the letter of the law in regards to post construction of a re roof, you have only 6 months after completion for compliance in WPI8 Standards. 
  
  Regards,
  
  
   
  

  Business Response

  Date: 06/13/2024

  Mrs. ********,

  I have followed up with the contractor to see the status of providing me a quote for the inspection. 

  Best Regards,