Complaints

This profile includes complaints for Spruce Finance Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Spruce Finance Inc

  820 Gessner Road, Suite 500 Houston, TX 77024

• 

  Spruce Finance Inc

  820 Gessner Rd Houston, TX 77024-4289

• 

  Spruce Power 3, LLC

  211 E 7th St Ste 620 Austin, TX 78701

• 

  Spruce Finance Inc

  2900 North Loop W Ste 3 Houston, TX 77092

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:07/03/2025

  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.

  Since the installation, the panels provided have not met our households production needs. I converted electrical appliances to propane to reduce electricity use. Although this helped slightly, I continued to receive high PG&E true-up charges due to underproduction. In Jan/25, the inverter failed, but I continued getting estimated billsbased on the prior years productionso I had no way of knowing the system wasnt working. In April/25, a clicking sound came from the inverter. Upon inspection, it was flashing two error codes. I immediately contacted them and ***orted the issue. Despite this, they didnt investigate or diagnose the system until May 1, '25, when they confirmed it was not operating. A service ticket was created, and I was told a technician would be sent out. I provided all requested information (serial number, error code photos, and documents). Since then, I have followed up ***eatedly, spoken with multiple **** and managers, all of whom claimed the issue was being escalated to top priority, yet Ive received no calls, emails, or resolution. The system remains broken, and I continue to incur high PG&E charges because Im not producing. They own the system and are contractually responsible for maintenance but are not upholding their obligations. Because of this structure, Im not allowed to ***air it, yet remain financially responsible for increased utility costs. Ive even asked them to remove the system entirely, and they refused. In early June, a *** acknowledged I had been overbilled due to estimated charges and said a refund would be issued. As of today, no refund has been processed. Corporate support has not responded. This has caused months of financial hardship. They have a lien on our home yet are not maintaining the system they own. I am requesting the following: immediate ***air of the system, reimbursement for PG&E overages, correction of estimated billing, and direct contact from their corporate office to resolve this matter.

  Business Response

  Date: 07/15/2025

  We empathize with our customer and are also eager to have the system issues resolved. This matter has been escalated. Please know that a careful review of the account shows that our customer is on stop billing. We will reach out to our customer directly with any pertinent updates.

• Initial Complaint

  Date:06/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint against Spruce Power for their failure to inspect and repair our solar panel system, despite more than two months of repeated requests. Our system has been underproducing for over a year, leading to a $2,000 true-up bill in April 2025 and continued monthly losses. I first contacted Spruce Power in April to request a service visit and have since spoken with numerous customer ********************** and escalation staff, including Alma, ******* ******* ****** ******, ***** ******* ***** ****** ******* ****** and *** *******, (Director, Customer Advocacy) (June 17), across multiple dates. Despite these efforts, I have not received a confirmed inspection date or resolution.Adding urgency to this situation, our roof has developed a leak and is scheduled for full replacement. It is critical that the solar system be inspected and repaired before the roofing project begins to avoid additional costs and potential damage from removing and reinstalling the panels without proper coordination.I have also contacted Spruce Power executives directly, but to date, no action has been taken. This delay is causing significant financial strain and jeopardizing essential home repairs.I am requesting immediate action to inspect and, if necessary, repair our solar system, along with coordination with our roofing contractor. I also request that Spruce Power consider reimbursing us for financial losses caused by system underperformance and service delays.

  Business Response

  Date: 07/08/2025

  We empathize with our customer and are also eager to have the system issues resolved. We understand that the customers request is to have the system *********************** as soon as possible. Please know that this request has been escalated to leadership. We will provide updates to the customer directly via the email address on file.

• Initial Complaint

  Date:06/20/2025

  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.

  This is in regards to our solar panels that Spruce Finance had bought out the contract from Level Solar who we initially signed with. It has come to the time we need to replace our roof and we need to have the Solar panels removed and put back on. In our initial contract with Level Solar in section 8.02 it clearly states: if you wish to temporarily remove the system to allow for maintenance of and/or repair to your property, you agree to (a) notify Level Solar 30 days in advance of such removal and (b) hire Level Solar to remove and reinstall the system for a fee of $400. You will be liable to Level Solar for any damage to the system caused by Your failure to comply with the provisions of this Part. With that being said I have reached out to have them schedule to remove and reinstall after the new roof is installed and they are saying that they did not assume that part of the contract and will not be able to remove and reinstall the panels. We have been going back and forth as we have suffered severe water damage inside our house and they refuse to honor the contract. In addition the panels have not been working for over 8 months now and we are still getting billed based on assumption and have paid over $1800 for solar energy that is not being provided.

  Business Response

  Date: 07/02/2025

  We would like to thank our customer and the ********************** for bringing this matter to our attention.
  We understand that our customer is reaching out regarding the temporary removal and reinstallation of the solar energy system at their property.
  Wed like to clarify how the agreement applies to this type of request. Under Section 8.02 of our customers original agreement with Level **********************, customers were required to hire and pay Level Solar for temporary system removal.
  Spruce Power does not provide removal or reinstallation services as part of our business operations. Accordingly, we have waived the original contractual requirement to hire Level Solar (which is no longer in operation) or to seek approval for a contractor. Instead, you may hire a qualified third-party contractor of your choice to complete the work, subject to the technical and safety guidelines outlined in our Temporary System Removal Consent Form.

• Initial Complaint

  Date:06/15/2025

  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.

  Our solar system has not worked since February 2025, but we were not notified until May 2025, when we experienced a power outage and realized the system wasnt charging. We contacted the company, and their initial response was to blame dirty panels and ask us to reset the system. Only after further insistence and my husband checking the roof did we discover that a major fuse had blownsomething that could have caused a fire on our roof.Weve been paying ****** full rates for electricity this entire time with no solar offset, unaware that the system had failed. Since discovering the issue, weve been in communication with the company for weeks, and they have still not sent anyone out to replace the blown fuse or restore power.This situation is not only financially damagingits dangerous. The lack of transparency, urgency, and accountability is beyond frustrating. We are requesting:Immediate repair of the system Compensation or reimbursement for increased electricity bills due to system failure An investigation into their service quality and safety standards We would not recommend this company to anyone based on our experience unless corrective action is taken promptly.

  Business Response

  Date: 07/08/2025

  We would like to thank our customer and the ********************** for bringing this matter to our attention. One of our dedicated agents will be reaching out to the customer at the email address we have on file.

• Initial Complaint

  Date:06/13/2025

  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.

  Spruce solar has failed to address an issue with a leak in my roof. Previous solar service company (***) was bought out by Spruce. In the past I had a roof leak under one of the panels that was promptly addressed by the prior servicer. I am currently on 2 full weeks of continued leak with no response from Spruce as to what the plan is or when a technician can come out to look at the issue. I have called them almost daily to follow up. No one can explain to me what the delay is or what my next steps of action are while my roof continues to leak. Was notified today that the issue was escalated to an "escalation team" who was also entirely unhelpful and could not tell me what the next steps were. This cannot be the first time a large, national solar servicer has run into an issue like this. Spruce has shown me no transparency, and has been unable to answer any of my questions regarding the delay in being able to dispatch a technician to evaluate my problem. My lease agreement stipulates that it is a breach of contract to have anyone aside from the servicer handle or service the solar panels. If the servicer cannot come out in a timely fashion, I am not sure what else to do while my roof continues to leak and more damage is incurred.

  Business Response

  Date: 06/27/2025

  We would like to thank our customer and the ********************** for bringing this matter to our attention.
  We understand that our customer experienced a previous roof leak that was addressed by their former contract holder. However, we would like to clarify that the solar contract does not include a roof warranty. As such, any costs associated with addressing a roof issueincluding the removal and reinstallation of the system, if necessarywould be the homeowners responsibility.
  If our customer would like to proceed with a temporary system removal, we are happy to assist with initiating that process.

  Customer Answer

  Date: 07/01/2025

  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.  
  
  At no point did I say that I was unwilling to pay for this service.  I questioned why Spruce has a different policy than the prior solar servicer who has provided an identical service to me at no cost, however my priority has been and continues to be resolution of the roof issue.  I have asked for this matter to be expedited and inquired as to how I can have a service team sent to my house to remove the panel.  I reiterated my desire to have a service scheduled on a call with ******* on 6/17 and I implore you to listen to the recording of my conversation during which I said my priority is having this issue addressed by having a service team come out.  He said he was putting the service request through.  It is now July 1st and I have heard from no one.  I followed up in writing about my conversation with ******* and when I could expect a service team to come out on 6/23.  That email communication went unanswered.

  Thus, my issue has not been addressed and no one from Spruce has informed me as to what the delay is in actually getting a service team out so I can address the problem with the roof.

   
  Regards,
  
  ***** ******
   

  
  

  Customer Answer

  Date: 07/14/2025

  Better Business Bureau:
  
  This letter is to inform you that Spruce Finance Inc has carried out to my satisfaction the resolution it proposed for my complaint, filed on 6/13/2025 and assigned ID ********.
  
  Regards,
  
  

• Initial Complaint

  Date:06/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am trying to buy out my contract with Spruce Power. I sent them a check five weeks ago and they still have not cashed it. I need to repair the damage the solar panels did to my roof. BLACK MOLD growing in my attic and my son has severe asthma. I cant get any answer to why they cant cash my check. For on going health reason I need to fix my roof and I cant until they cash the check and send me a paid in full statement. I need my whole roof torn down and a new one but up.

  Business Response

  Date: 06/16/2025

  We would like to thank our customer and the ********************** for bringing this matter to our attention. We see that the payment was sent via check rather than a wire transfer, which is an instant process. We have reached out to our accounting department to get the status of the check, and as soon as we have an update, we will update our customer directly

  Customer Answer

  Date: 06/17/2025

  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,
  
  
   
  

  Business Response

  Date: 06/24/2025

  We will update our customer directly using the email we have on file.
  

• Initial Complaint

  Date:06/12/2025

  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.

  0ct 12, 2024 Spruce Power was informed my solar panels were not working. Repairs took place in December 2024, February 2025, March, 2025, April 2025, May 2025. Panels are still not working. Production Guarantee in my contract is not being honored. Escalation team members are not giving me answers. In fact ***** from Escalation ridiculed me. Today **** was ****, short and talked over me. I asked for an audit of my solar production and am seeking restitution based on my production guarantee.

  Business Response

  Date: 06/24/2025

  We would like to thank our customer and the ********************** for bringing this matter to our attention.
  We have reviewed the account and confirmed that our service partner went out on 5/20/2025 and completed repairs on the system. Since then, production has increased, and the system is now performing as expected.
  A production guarantee calculation for the last contract year (02/202402/2025) should already be under review. We will reach out to the internal department responsible for these calculations to request an update on its status.

• Initial Complaint

  Date:06/09/2025

  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 October 17, 2015 my wife and I entered into a 20 year lease program with NRG Solar and had solar installed on our roof. Approx. five years later we received a call from Spruce and first learned that our contract had been sold to them. They called to inform us that the panels were not meeting expectation and sent a crew to our home. It was determined at that time that animals had apparently accessed underneath the panels and damaged the wiring, The wiring was fixed and "Critter Guard" installed preventing access. We were told they maintain the panels and other options would be considered when a problem occurred. Several months ago our roof began leaking under the solar panels. The ***************************** 2002-or 2003 and upon an inspection by a contractor, we learned that our roof needs to be replaced because of animal damage under the panels. The "Critter Guard" has bee pulled away and numerous nesting ares established under the panels. When we contacted Spruce regarding this issue, we were told that the company is not responsible for roof damages under the panels. In fact, we were told that my wife and I should have been utilizing some form of critter replant.We were also told by several companies that Spruce originally installed a faulty design within the panels that should have *** exchanged when the panels were damaged years earlier, something they refused to do. We leaned from calling various companies that the panels are installed to high allowing access and do not sit close or flush to the roof preventing access. . Nothing requires the homeowner to spray yearly critter replant. The contract states on page #4 of exhibit #4 that the company warrants the solar system, instillation, and repair work against damages to your property and if ******** the company will repair all damages for the entire term the day its installed. Spruce refuses to address this serious issue and being in my sixties I am being taken advantage of.

  Business Response

  Date: 06/24/2025

  We are reviewing our customers account and will reach out to them directly as soon as we have an update.

• Initial Complaint

  Date:05/30/2025

  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.

  Our solar was originally Level Solar then bought by Spruce Solar. Our meter (correct name)? On side of house has been broken for 2 years. Over a year ago 2 technicians did come to attempt to fix it. It blew up. It remains broken. Many many attempts, phone call after phone call, have been made to rectify this with endless promises from Spruce. They now want the last 12 months utility bills and pictures of the meter and solar equipment. Clearly a stall tactic. A non working meter all while paying for services. I want the agreement cancelled and the equipment removed.

  Business Response

  Date: 06/11/2025

  We empathize with our customer and are also eager to have the issues resolved. We are conducting a full review of the account and will update our customer with our findings and the next steps toward resolution.

• Initial Complaint

  Date:05/30/2025

  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.

  This has now been the second time my account was erroneously, locked without any prior notification and massive issues unlocking it

  Business Response

  Date: 06/12/2025

  We request that the complainant provide us with their full property address, as we are unable to locate them in our system with the information provided.