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

  2900 North Loop W Ste 3 Houston, TX 77092

• 

  Spruce Power 3, LLC

  211 E 7th St Ste 620 Austin, TX 78701

• 

  Spruce Finance Inc

  820 Gessner Rd Houston, TX 77024-4289

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:02/06/2025

  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.

  Spruce Power is a solar company, with which I have a contract. I am happy to complete the contract, and I want to make my payments regularly and on-time. Spruce ALWAYS mails their invoices late. Most recently, their invoice due on 2/1/25, I received in my mailbox on 1/22/25. I immediately, same day, had my bank mail Spruce a check for the total amount due. It takes 3-5 business days to arrive. Today, 2/6/25, Spruce contacted me to say I am past due on my account. This happens every month. They add late charges to my account, even though I pay immediately every time I receive their invoice. Over the past 3 years, I have had countless e-mail and phone calls with the company about this practice, and the issue continues despite me repeatedly raising concerns. I have been told by Spruce that the only way for me to stop this, is if I sign up for Spruce to pull directly from my account, which I don't want to do. I should be allowed to receive a bill in the mail and then pay it. However, I am being punished by the company with late notices and fees, for this preference. I have lots of documentation, and I am happy to provide it. I have asked Spruce to send the statement earlier, so I have time to mail them the check. They respond that they do, but that is not true. Please help me get my statements earlier so that I can pay Spruce without them punishing me with late notices and fees, when I am not late; they are not sending invoices on time, and they are not processing payments when received. I do believe they hold onto my statements without processing, if it arrives before the due date, and then say it's late. This is actually why abut a year ago I started paying with a check directly written from my bank. The issues persist. Resolution is for Spruce Power to send their invoices out with enough time for me to respond with payment AND for them to process the payment once received, and not hold onto it until past due.

  Business Response

  Date: 02/18/2025

  We would like to thank our customer and the ********************** for bringing this matter to our attention. After reviewing the account, we can confirm that there are no active late fees associated with the customer's account.
  We understand the request to receive invoices more quickly. As a solution, we recommend opting for email invoices, which offer faster and more efficient delivery. Additionally, the customer may call our automated system at any time to obtain their balance information instantly, without wait times

  Customer Answer

  Date: 02/25/2025

  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.  
  
  Spruce is failing to send invoices for monthly payments in accordance with their contract. In the attached contract, pg 3, item #4, B. Payments: Invoices are to be sent no later than 10 days after the end of a calendar month. As you can see in the attached Invoice Example, the bill was received on 2/24/25 and is due on 3/1/25. This violates their agreement, and inhibits me from making timely payments.

  Second, on every invoice received, the amount is never accurate: As you can see in the example, the invoice amount includes the previous months charge (highlighted). This means every month I have to do math and figure out how much to actually send. This happens every month. 

  In summary, Spruce sends inaccurate invoices every month AND Spruce does not send their invoices timely which violates our contract. They do send e-mail invoices as well, which was also sent/received on 2/24/25 for the bill due in a mere 5 days, on 3/1/25. 

  
  Regards,
  
  Zaelin *********

  Agreement#: A00040479
   

  
  

  Business Response

  Date: 03/03/2025

  The Spruce Power invoice will show a past-due balance if the payment was made after the invoice was printed. Our invoices are printed on the first of every month. Since our customer made their last payment on 2/6/25, the invoice had already been printed and still showed the past-due amount.
  To see the correct amount due, our customer should look at the Current Charges box. The payment due will be listed as "Solar Charge." They can ignore the charge labeled "Prev ***."
  Spruce Power sends invoices no later than 10 days after the end of the month. We are sorry to hear that our customer is not receiving them on time.
  Our customer is not receiving their ********************************************* invoices by email. Instead, they are only getting reminders that their payment is due. If they would like to switch to email invoices, we are happy to make that change. Their invoices would then be sent to their email as soon as they are generated.

  Customer Answer

  Date: 03/18/2025

  Dear Better Business Bureau,
  
  I appreciate the response from Spruce Power regarding my complaint. However,their response does not fully address the concerns I have raised.

  
  1. Failure to Send Paper Invoices on Time
  The contract clearly states that invoices must be sent no later than 10 days after the end of the calendar month. However, I do not believe Spruce Power is actually sending them within this timeframe. If they were, I would receive my invoice far earlier in the month, yet I consistently receive it at the very end of the following monthoften only 12 days before the due date, sometimes after it is due. This delay does not allow for a reasonable turnaround time to submit a payment via mail.

  
  2. Incorrect Statement Balances
  Every invoice I receive contains an inaccurate balance. My payments are made promptly, yet the invoice continues to list the previous months balance as if unpaid. While Spruce Power states that I should ignore the previous balance and instead refer to the Current Charges section, this is not an acceptable accounting practice. A properly generated invoice should reflect payments received and only list the true balance due.
  

  3. Lack of Resolution
  Spruce Power suggests switching to email invoices as a solution. However, my request is for the company to comply with the contract and ensure that paper invoices are mailed on time. I should not be forced into email invoices simply to receive my bill within a reasonable timeframe. Additionally, I should receive a properly calculated invoice that reflects my payments accurately, rather than one that requires me to manually correct the balance each month.
  
  Proposed Resolution:
  Spruce Power must provide proof that invoices are actually being mailed within the contracted timeframeno later than 10 days after the end of each calendar monthso I have adequate time to submit my payment before the due date.
  The invoices must be corrected to reflect only the current charges due, ensuring that previous payments are properly applied before the invoice is generated.
  
  I am simply asking for Spruce Power to uphold the contract they agreed to. If this issue is not corrected, I will have no choice but to escalate this complaint further.
  
  I appreciate the BBBs continued assistance in addressing this matter.
  
  Sincerely,
  Zaelin *********
  Agreement #: A00040479

  
  

  Business Response

  Date: 03/24/2025

  At this time, we are unable to provide physical proof of the exact mailing date for each invoice. However, each invoice includes a Bill **** listed on the bill itself, which reflects the date it was generated and sent.
  Regarding the billing statements: if a payment is made after the next invoice is generated, the system may still reflect a previous balance. In these cases, we encourage the customer to refer to the Current Charges section, which shows the most accurate amount due for that billing cycle.
  While we understand the customer does not wish to receive invoices by email, we do want to highlight an alternative option for up-to-date account information. We strongly encourage the customer to utilize the ********************************************* Customer Portal at ****************************************************. Through the portal, customers can:
  View current and past balances
  Submit payments
  Monitor solar system production
  Access and download invoices at any time
  We regret any inconvenience caused by delays in mail delivery and want to assure the customer that invoices are generated and mailed in accordance with the timeline outlined in the agreement.
  We remain committed to supporting the customer and encourage use of the online portal for the most timely and accurate account information.

• Initial Complaint

  Date:12/23/2024

  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.

  Spruce Power purchased my solar lease from ***. The system is not working properly( evidenced by the huge electric bills I have started receiving) Spruce Power has to issue a work order so that ********* can come and assess and repair the system. They refuse. They continue to give the run around on each call and email and will not comply with the work order even though I agreed to pay the truck fee should there be nothing wrong. ********* will not come without permission from spruce power- so there is no way to get my system working again until spruce power issues the work order. I have sent 2 years of PSEG bills as requested, photos etc. This has been going on for a year. They say they see production of system but I have no way to see it in the portal- last time they told me the system was running Sunnation said it wasnt even connected

  Business Response

  Date: 01/03/2025

  We would like to thank our customer and the ********************** for bringing this matter to our attention. We want to assure our customer that they can easily check their ********************** production at ************************************************. Our customer has been working with one of our escalation specialists, who reviewed their utility bills and identified that the rate charged by their electric company has increased. We kindly recommended that the customer contact their utility company to better understand the rate increase.
  We also noted that the customer chose not to proceed with the truck roll fee. Please know that we are committed to supporting our customer and are conducting a thorough review of the account. If we identify the need for a work order during this review, we will reach out directly to the customer to address it.
  We are here to help and are happy to work together to ensure the best possible resolution.

  Customer Answer

  Date: 01/09/2025

  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.  

  The production shown on ************************************************ clearly states that it is an ESTIMATE based on my original CONTRACT. Therefore,  Spruce Power is not utilizing actual production data to state my systems production but a hypothetical projection when I signed the contract with NRG.
  
  The electric rate for basic service, which is what I was paying when my panels were working, went up from $13 to $18. My electric bill went from $13 to $150 which is hardly an increase of electrical services but clearly proof that the panels are no longer working.
  
  I agreed to pay the truck roll out fee should the technician find no problems. This was agreed with *****. ***** changed it to me paying the fee upfront which I refused to do.

  
  
  Regards,

  ******** ********
  
  
   

  
  

  Business Response

  Date: 01/15/2025

  We would like to assure the customer that they are not being billed based on estimates, as their system is reporting production. As stated in previous responses, we are monitoring the system, and if any issues arise, we will dispatch one of our service partners.
  We have noted that two of the panels are showing as offline, and we have requested one of our service partners to schedule a date to service the system at no cost to the customer.

  Customer Answer

  Date: 01/25/2025

  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.]

  Spruce Power has NOT shown me proof that they are reading the production of my system, even after my request and a response from them assuring they would provide it. I have no way to see the actual production of my panels, and am expected to believe whatever they say.    I believe these panels have been offline since I first started complaining 8 months ago and SprucePower has always stated, up until now that all the panels are showing 90% production ( the projected but not actual percentage).  As of this writing there has NOT been a technician dispatched to my home to get my panels back online. I believe that sprucePower is in breach of my contract because they are not monitoring nor repairing my system.
  
  Regards,
  
  
   

  
  

  Business Response

  Date: 01/30/2025

  We have reviewed the account and see that our customer has a ********************** appointment scheduled for 2/21/2025. Please know that the system is operating within the expected range.
  Additionally, the customer may log onto ************************************************ and access the customer portal to check their system's production.
  We have also requested that a service report for the last 12 months of production be sent to the customer.

  Customer Answer

  Date: 02/03/2025

  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.]
  Logging on to the SprucePower portal only shows the proposed production for my panels based on estimates of my contract and not real time or actual production numbers. Spruce power says in each correspondence that they are sending a report and it never comes. Its true that a technician is currently scheduled to come because I had to call and schedule it. I would like to keep this complaint open until the technician actually comes and the maintenance and repair of my system is completed to my satisfaction. 
  Regards,
  
  
   
  

  Business Response

  Date: 02/06/2025

  When we log into our portal we are able to see the systems production. Would the customer be so kind as to inform us what email they use to log into the portal?

  Customer Answer

  Date: 03/12/2025

  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.]

   

  Complaint Type:

  Repair Issues *****************************************************************************************************************************************************************************************************************

  Problem:

  I filed a complaint against SprucePower through BBB and Sprucepower said that they would repair my solar system. A third party vendor came and determine 2 microinverters needed replacement and a third needed programming. We were told the parts would be ordered and they would return to do the repair ( parts are warranted) Since that time Sprucepower cancelled the work order and states that my system is running as expected. They cannot show me any real proof of this only what was estimated to be the production in my original contract.

  
  

  Desired Resolution / Outcome

  Desired Resolution:

  Repair

  
  
   
  
   

  
  

  Business Response

  Date: 03/17/2025

  We appreciate the opportunity to address our customers concerns. Our team has thoroughly reviewed this case and confirmed that the customers ********************** system is currently producing above the expected energy output.
  While we initially initiated a service visit, the decision to cancel the work order was made after a full review of the systems performance. Because the system is operating above its expected production level, replacement of the microinverters is not required at this time. Please note that we closely monitor system performance and remain committed to addressing any underperformance if it occurs in the future.
  We understand our customers frustration and sincerely regret any inconvenience this may have caused. Our team has communicated this information directly to the customer and remains available to answer any further questions.
  If additional support is needed, we encourage our customer to reach out to us directly.

  Customer Answer

  Date: 03/19/2025

  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. 
  Sprucepower sent email confirmation prior to the visit that the system was underperforming. The technicians came, determined the course of action and then Sprucepower shut them down. How did the performance go from under performing to over performing without any work being done?   Also, I get  emails from spruce every couple of weeks since the visit stating that my system is under performing due to weather conditions.  *********** bills are 3 times what they run when my system is running up to par.  Based on the electric bill facts, my system is not over performing and I respectfully request that the parts be replaced, as I have a lease agreement with you that states that you will repair and replace any equipment that is deemed faulty. These parts are also warranted so I don't see the problem with replacing them.
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   
  

  Business Response

  Date: 03/27/2025

  We have communicated directly with the customer that, since the ********************** system is producing at 90% of the expected rate, we will not be dispatching a technician.
  Spruce Power monitors overall system production, not individual panel performance. As long as the system is operating within the expected range, it is considered to be functioning as intended.
  The customer has requested a credit for the time the system was offline. We informed them that if they provide utility bills for that time period, we will gladly review them to determine whether a credit may be warranted.
  The customer has since stated that the utility bills have been sent. If we are unable to locate them, we will follow up with the customer directly.

  Customer Answer

  Date: 04/02/2025

  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.

  
  I sent 3 consecutive years of electric bills for the month of march which, when you do the math, indicates that my system is currently operating at 60% production.  Spruce has not responded to this and ignores the email.   SPRUCEPOWER still has not been forthcoming with data that indicates their claim of 90% production despite repeated requests. 

  I sent 2 years worth of full utility bills as requested and SPRUCE maintains that they cannot locate them. I forwarded them several times.

  I would like my lease agreement with spruce to be dissolved with no further obligation for payment so that I may pursue another company that will monitor and maintain my system as stated in my lease agreement.[Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  ******** ********
  
   

  
  

  Business Response

  Date: 04/09/2025

  We would like to report that the system is currently producing as expected. Spruce Power does not monitor individual panels, but rather the systems overall production.
  We have reviewed the electric bills the customer provided and will issue a credit of $937.89.
  Additionally, we would like to highlight that the customers ********************************************* billing account was placed on stop billing from March 1, 2024, through July 1, 2024, even though the system was producing during that time. As a result, the customer was not charged a total of $521.05 for that period.

  Customer Answer

  Date: 04/22/2025

  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.]
  I have forwarded ALL the utility bills for the time span in which my system was offline twice.  A dollar amount was mentioned by ****** for compensation after she "looked at SOME of the bills". The compensation should be TRIPLE the amount offered to adequately compensate for all the money I lost paying the utility bills when the system was offline for 18 months.

  I am continuously told that my system is running at 90%. Even during the 18 months it was offline and still now that 2 microinverters have been found to be non-functioning and in need of replacement.

  I have provided proof that my system is NOT working at 90%. I have forwarded bills for 3 consecutive years for the same time period and the current bill indicates that my system is only working at 60%. Therefore, I respectfully request that SPRUCEpower replace the 3 microinverters which are, by the way under warranty.

  
  Regards,
  
  
   

  
  

  Business Response

  Date: 04/29/2025

  We have reviewed the utility bills and have requested that a credit of $937.89 be issued to our customers ********************************************* account.
  Over the past 12 months, the system was expected to produce ********* kWh. It has actually produced ********* kWh, which is 94% of the expected production. Please note that Spruce Power considers this system to be operating within an acceptable range and will not be dispatching a technician at this time.
  Our customer has reported that their utility company claims the system is only producing at 60%. However, utility companies cannot see how much the solar system is producingonly how much excess energy is being sent back to the grid.
  Once again, we are very sorry, but we will not be dispatching at this time.
  Please keep in mind that our customer has a production guarantee written into their contract. If the system does not meet its guaranteed cumulative production, a credit will be issued to their account on their anniversary date.

  Customer Answer

  Date: 05/14/2025

  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.]
  Ever since I started this complaint I have been getting monthly Enphase reports stating that my system is underperforming and blaming the weather. Yet you continue to state that my system is producing 95%. I am tired of the lies. I request that the warranted parts that have been deemed broken be replaced and that Spruce looks at the remainder of the bills sent to them by me and increase the credit to what it should be. I also request an explanation as to why credits were not automatically issued in my anniversary date following the 18 month period when the system was offline.  Based on the fact that Spruce has not been servicing my system as contracted, I would like ti explore a deal for me to buy my lease so that I can contract with another company for service. 
  Regards,
  
  
   
  

  Business Response

  Date: 06/27/2025

  We would like to inform our customer that we do not use Enphase to monitor the systemwe use our own solar meter. We do not track individual panel production, but rather overall system production.
  Please know that if the system does not meet its guaranteed production, our customer is entitled to a production guarantee.
  We understand this may not be the outcome our customer was hoping for, but we will not be dispatching one of our service partners at this time, as the system is operating within an acceptable range.
  

  
  

• Initial Complaint

  Date:12/17/2024

  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.

  Solar array of 23 cells do not produce the "minimum guaranteed" output do to failed cell panels. This has been an ongoing problem since Spruce purchased my account in early 2020. Have been in constant contact with Spruce and have utilized BBB before, due to NON-REPONSIVENESS from the company. I am now getting replies, but now Spruce states they have okayed the repair, and Solar Service Professionals are stating they HAVE NOT received approval for repair from, Spruce. I have attached correspondences via email and various reports. Also my contract has been attached. Thank you

  Business Response

  Date: 12/31/2024

  We empathize with our customer and are also eager to have the system issues resolved. We have requested an update from our leadership and will update our customer directly.

  Customer Answer

  Date: 05/16/2025

  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,
  
  
   I formally demand the following actions: 1. Immediate Authorization & Completion of Repairs: o Spruce ESE must provide full authorization for Solar Service Professionals to proceed with repairs, ensuring that all failing panels and microinverters are restored to meet guaranteed production levels. 2. Establishment of Escrow Account: o Due to ********************** ESEs contractual breach, I will cease automatic ACH payments until repairs are completed. Instead, I request the creation of an escrow account to deposit all funds due each month. 3. Compensation for Underproduction: o As per my contract, I am owed compensation for underperformance since 2020. The calculated total of $313.31 is due immediately.
  

  Business Response

  Date: 05/19/2025

  We have reviewed our customers account and are happy to report that the system is performing within the expected range of production. As outlined in the agreement, we monitor total system output, not individual panels.
  Our customer is under a Lease Agreement, which includes a fixed monthly payment that is not tied to utility usage or monthly system output. Per Section *****: YOU AGREE THAT THIS IS A NET LEASE AND THE OBLIGATION TO PAY ALL MONTHLY PAYMENTS AND ALL OTHER AMOUNTS DUE UNDER THIS LEASE SHALL BE ABSOLUTE AND UNCONDITIONAL UNDER ALL CIRCUMSTANCES AND SHALL NOT BE SUBJECT TO ANY ABATEMENT, DEFENSE, COUNTERCLAIM, SETOFF, RECOUPMENT OR REDUCTION FOR ANY REASON WHATSOEVER.
  If cumulative production over time falls below the guaranteed amount, a credit is issued. Reviews occur annually, and if applicable, credits are typically issued around February 28, three months after the systems anniversary date of November 30.
  Its important to note that guaranteed production is cumulative, meaning production is evaluated as an average over the lifetime of the system. Our customer has previously received a Performance Guarantee credit, with the most recent issued on January 31, 2023.
  Regarding the request to open an escrow account, ********************************************* will not be establishing an escrow.
  We remain committed to supporting our customer and ensuring the system continues to perform as expected.

  Customer Answer

  Date: 05/22/2025

  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.

   

  My system has NEVER met the MINIMUM GENERATION GUARANTEE since the 1st year f installation. The prior two companies, (Solplicity and ********) would make attempts to repair failed cells & micro0inverters. IN FACT, Solplicity INSTALLED the Enlighten Enphase ENVOY to see exactly where the failures exist in my system. My solar system IS NOT generating expected levels, but it is generating. Only because I clean panels regularly, does it generate as high as it does, but DOES NOT MEET GAURANTEED LEVELS expected at the end of each relevant period, 

   

  Spruce still owes $313.31 in credits for NOT MEETING MINNIMUM GUARANTEED LEVELS as outline in lease agreement (see below).

  Spruce hired Solar Service Professionals to investigate in 2023. Between Nov. 2023 - June 2024, 5 visits proved cell failures and work order J ******* was created by Spruce to replace 3 failed cells. However, Spruce never sent payment to Solar Service Professionals (per my conversation with *********) and subsequently canceled the repair order. Solar Service Professionals were not going to dispatch, due to past non-payments by Spruce.

  I am still awaiting repairs & credits vas outlined in my contract (below)

   

  8. PERFORMANCE GUARANTEE
  8.01 In General
  Subject to the conditions and limitations of this Part,
  Solar Provider guarantees that the Solar System will
  generate at least the annual Guaranteed Output set forth
  on Page 2 of this Agreement (the Performance
  Guarantee) during the Initial Term of this Agreement.
  8.02 Guarantee Credit
  On the third anniversary of Utility Approval, and on every
  anniversary that follows, if the annual average Actual
  Output during the prior three years (the Guarantee
  Period) is less than the annual average Guaranteed
  Output set forth on Page 2 of this Agreement for the
  Guarantee Period, Solar Provider will issue You a credit
  on Your next bill (or if You have made a Prepayment,
  mail You a check or credit ********* account
  electronically). This credit will be calculated by
  multiplying the difference between one and the ratio
  between the annual average Actual Output during the
  Guarantee Period and the annual average Guaranteed
  Output for the Guarantee Period, by the total payments
  made by You during the Guarantee Period. For
  example, if the annual average Actual Output during the
  Guarantee Period was 75 kilowatt-hours and the annual
  average Guaranteed Output for the Guarantee Period
  was 100 kilowatt-hours and You paid three thousand
  dollars during the Guarantee Period, Your refund would
  be seven hundred and fifty dollars. If this Performance
  Guarantee is invalidated in any year under Part 8.03, any
  difference between the Actual Output and Guaranteed
  Output for such year will not be considered in
  determining a credit calculated under this Part. For the
  purposes of these calculations, Actual Output shall
  include any kWh of electricity that would have likely been
  produced during any calendar day during which (a) a grid
  failure disabled the Solar System or (b) You caused or
  requested the Solar System to be shut down or generate
  significantly less electricity. Guaranteed Output will be
  reduced if Solar Provider notifies You that a tree, other
  vegetation or physical structure is reducing electricity
  production and You do not remedy such reduced energy
  
  9. SOLAR SYSTEM MAINTENANCE AND REPAIR
  9.01 In General
  During the Term of this Agreement, subject to the terms
  and conditions hereof and assuming normal wear and
  use of the Solar System, (a) Solar Provider shall provide
  for the routine maintenance and routine repair, including
  replacement of defective equipment, such as
  photovoltaic modules and electric inverters as necessary
  to maintain its Performance Guarantee, and (b) during
  the ten (10) year period beginning on Utility Approval, the
  Solar System shall be free from defects in design,
  materials, construction, installation and workmanship.
  You shall be responsible for any actions that lead to
  excessive wear and tear on the Solar System.
  9.02 Replacement Parts
  If parts fail during the Term of this Agreement, Solar
  Provider will use commercially reasonable efforts to
  replace them with like equipment; however, You
  acknowledge that this may not be possible due to parts
  availability and other factors. In such case, Solar
  Provider will replace parts with similar parts, as
  determined in Solar Providers discretion
  
  Regards,
  
  
   

  
  

  Business Response

  Date: 06/06/2025

  Hello,

  We have received the customers response and will review the account once again. We appreciate your continued patience during this process.

• Initial Complaint

  Date:11/22/2024

  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 purchased this home in August of 2024. During a storm of heavy rains we noticed that entire back side of house only where solar panels are is leaking into our home. When inspecting the attic to the locations of leaks. We noticed that it was coming from improper sealing and installation of solar panel brackets. I had a professional roof company come out and inspect my roof and they too stated the roof was is in decent condition and leaking is strictly coming from solar panel brackets. When calling spruce power about issue they refused to help in anyway. They told me they only warrant their system not my roof. I tried to explain to them and manager I spoke too. Their system is failing, Their bolts are improperly installed and sealed. I'm looking for help in getting them to uninstall and reinstalling the brackets and panels correctly.

  Business Response

  Date: 12/05/2024

  We would like to thank our customer and the ********************** for bringing this matter to our attention.
  Per the contract, our customer had a ****** roof warranty that expired in 2021. Please note that this roof warranty includes the following, as stated in section 5B, Limited Warranty on Roofing Penetrations from Installation:
  "We warrant each roofing penetration made in connection with installing the Solar System, and the surrounding area within a five (5) inch radius of each penetration, against damage to the roof and against water infiltration through the roof. If we breach this warranty, we will repair the damage to your roof and the physical damage to your property from any resulting water infiltration. For five (5) years starting on the date we begin to install the Solar System."
  To proceed with roof repairs, the customer would need to initiate the temporary system removal process to have the solar power system removed. Please note that this would be at the customers expense.

• Initial Complaint

  Date:11/22/2024

  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.

  I had an issue with solar panels not reporting or generating solar in July 2024. Spruce Solar sent out a company, ********** to perform testing and eventual replacement of the defective microverters (4 devices replaced). ********** also recommended to Spruce Solar to have a system checked as the panels appeared to be underperforming. It was pointed out that my roof needed some attention, again by **********. We had to have the solar panels removed (at my cost) so the roof could be fixed/re-shingled. This was in August 2024 and in the time between the roofing work and until we could get the replacement scheduled, the system was tested, and it was determined that a new system would need to be installed by Spruce Power. Instead of reinstalling the defective devices we opted to wait for the replacement equipment. Our complaints are as follows: 1. We have had to incur Central ****** electric charges since August and Spruce Power has charged us in September and October for solar. However, since the panels were not in place to generate solar (Power Purchase Agreement) there should have been no billing by Spruce Power since the system was deemed defective requiring replacement (Covered by the Warranty). The amounts charged for September and October were $85.57 and $87.64, respectively. 2. We have requested several times for Spruce Solar to remove the defective equipment and they have not responded or sent anyone to remove the equipment from my garage (it is snowing today). Each time my husband had spoken with a different representative, and they have all said they would respond with an update within the week which has never happened; we always call again. 3. We have have not received any updates for when the replacement equipment will be available to reinstall on our home. I need to know what is going on and when we can expect some updates.

  Business Response

  Date: 12/02/2024

  We empathize with our customer and are also eager to have the system issues fully resolved. One of our agents has reached out directly to the customer.

  Customer Answer

  Date: 12/02/2024

  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.  
  
  There has been no communication from Spruce Solar since initiating this complaint via email or phone.  My home phone number and email contact has been provided on numerous occasions.

  I am waiting for an update and would appreciate one soon.

  
  Regards,
  ****** France 
  
   

  
  

  Business Response

  Date: 12/03/2024

  
  Heres the spell-checked and polished version:
  
  We have reviewed the account and see that an email was sent on 12/2/24 to the email address on file: ****************** If there is another email address the customer would prefer us to use, please provide it, and we will be happy to update our records and direct communication to the new contact information.

  Customer Answer

  Date: 12/04/2024

  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.  
  
  The email address is correct however I do not see any emails from Spruce Solar in my inbox or junk folder dated 12/2/2024.

  Please contact me by phone at ************ 
  
  Regards,

  Teresa 
  
  
   

  
  

  Business Response

  Date: 12/10/2024

  We are sorry that our customer did not receive our email; we resent it today. Please note that we have suspended the billing, and a credit of $87.64 will be applied to the customer's ********************************************* account.

• Initial Complaint

  Date:11/20/2024

  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.

  We leased our solar panels from *** in 2015. Spruce Power bought *** along with our contract in 2021. Since that time, we have had numerous problems with the system not producing power, including a one year period when the panels sat on the side of our house waiting for repair.Since May 2023, we have not had a continuously working meter. Their bills are completely inaccurate and report power numbers that are ESTIMATES. They have not honored the terms of the contract that call for annual production reports and credits for not meeting guaranteed production levels. Due to their breach of contract and the system completely malfunctioning for long periods of time, we stopped making our least payments hoping for a resolution. Spruce reported our account to the credit bureaus significantly lowering my credit score. I have tried calling several times a week to settle this matter only to be put on hold, then switched to voice mail and promised call backs that never happen. We are at the point now where we don't see any resolution besides ending our contract with them.

  Business Response

  Date: 12/02/2024

  We empathize with our customer and are also eager to have the system issues resolved. Upon receipt of this complaint, we escalated the matter to our leadership team and suspended billing. 

• Initial Complaint

  Date:11/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My solar panels have not been working properly for a few months. When I noticed it a month ago I called and they said it does seem like there is an issue with the panels and that they would send a company called Marcor Solar to fix it since I am located in ** and they are in **, I assume they outsource work. They said Marcor Solar would reach out to make an appointment and they still never have. When I call their number no one answers the phone. When I reach back out to Spruce, they basically say they will send another request for Marcor Solar to fix it and there is nothing else they can do. This is unacceptable, no one is willing to go out of their way to help me be able to use their product properly. My electric bill has been through the roof because my solar panels arent working properly and I cannot get anyone to come fix them.

  Business Response

  Date: 11/26/2024

  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 customer has an appointment scheduled for 12/2/24.

• Initial Complaint

  Date:11/14/2024

  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.

  We signed a solar lease transfer with this company (Solar Agreement abbreviated as **) as part of a home purchase dated August 29, 2024. Our agreement states the following:"Sellers final payment under the ** shall be for the month in which the Transfer Date occurs (which may be based on estimated generation). Buyers first payment shall be for the month following the **************************** asked us to pay the bill dated August 1st under the previous owner's name for July solar production claiming that the due date for the bill created in August 1, 2024 is September 1, 2024. So, why should as a buyer pay the August bill for July production when I don't even have an electricity account for the home that I buy in August 29? The agreement doesn't even specify due date as the criteria used in the agreement excerpt above. I would like to get a full refund and they refuse to provide.

  Business Response

  Date: 11/21/2024

  We would like to thank our customer and the ********************** for bringing this matter to our attention. We have emailed our customer directly with the resolution.

  Customer Answer

  Date: 11/22/2024

  [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:11/08/2024

  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.

  The solar panels need to replaced and put back on the roof

  Business Response

  Date: 11/20/2024

  We would like to thank our customer and the ********************** for bringing this matter to our attention. We have emailed our customer directly to request photos of the damaged panels. If the customer could provide a close-up photo of the damage, inform us of how many panels were damaged, and explain how the damage occurred, we would greatly appreciate it. Once we receive this information, we will be better able to determine the next steps.

• Initial Complaint

  Date:10/28/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We leased solar panels from one company, ***, for an initial agreed amount of $22,000 back in Sept 2015. Recently it was shared with us that we supposedly signed an updated lease via docusign, showing less electricity for 30% more money over the 20 year contract, now $29,770. Neither of us recalls doing that and are dumbfounded that we would have done that without some salespersons pitch and lies sharing some benefit. We cant help but wonder if they falsified this document. Nonetheless, we have paid every month seeing very little solar electricity benefit. Then at some point, Spruce Power bought ******* is where we are filing a complaint, despite not receiving the electricity we were supposed to have received, this next point was totally deceitful. We need a new roof. In our meeting with ***, we asked about this situation. The sales person said removal and replacement of the panels would be the Homeowners responsibility. I asked how much this would cost and was told, and wrote it down, $1000. Fine. Now that we need a new roof, 9 years later, Spruce gives the homeowner options to choose from or pay a $250 added fee. The quote we received from the company on their list was $9300. That is an outrageously different cost than we were quoted. While I understand this $1000 is not in our contract, it just adds to the list of lies told to us about these panels. I am furious as we feel stuck because we need a new roof. I will like to get out of this contract without paying remaining balance. I will pay to remove the panels but want Spruce to take them back and end our lease. Had any reference to that outrageous charge to remove and replace the panels, we NEVER would have leased these panels!!!I look forward to hearing from you! If there are documents you would like to see, please reach out.Thank you. ***** ****

  Business Response

  Date: 10/31/2024

  We would like to thank both the Better Business Bureau and our Customer for bringing this matter to our attention. We have reached out directly to our customer to clarify that ********************************************* cannot fulfill any obligations that are not explicitly outlined in the contract. We have also acknowledged their concerns regarding the system. We will continue to provide updates and support to our customer.