Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/28/2022

  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.

  Back on 2/21/22 we signed a contract for us to have solar panels installed to our house and were told that all process of the work was to be handled by Dynamic.
  Issues started with simple fixes and then months later Dynamic informed us that they were not able to proceed with the project because they were not able to get a permit due to our house being a new build was still not showing up on county or city records. The final inspection was done by a third party firm that for some reason has not submitted to the city or maybe the city has not processed.
  Dynamic's rep requested for me to assist and I did by contacting the builder, city and county and was not getting anywhere which I tried multiple times. Informed Dynamic and they said to just keep them posted. It is the responsibility of the rep to do their job and figure the issue to get the project done that we hired them for. The rep we had left and a new rep took the contract and only received 1 call from him and same thing, he asked to just keep him informed.
  Today we received a breach of contract email stating we needed to pay 15% of the contract, this is poor business practice when Dynamic should be responsible to allocating all info to complete the project that they were hired for.
  I was charged $600 after a long conversation for "their losses."
  I disagree with us needing to pay anything, especially when Dynamic just sat around and claim that it was our fault on issues we are unable to control.

  

  Business Response

  Date: 02/08/2023

  Business Response /* (1000, 5, 2022/11/07) */
  *****,
  
  Our company does take care of all aspects of the solar project. I will provide a timeline of the work performed on your project so you can better understand.
  
  2/21 - an installation agreement with our company for 14 solar panels was signed.
  2/28 - our company submitted paperwork to your utility company PEC letting them know that you will be going solar
  3/1 - a $500 application fee was paid to PEC by our company and the permit was submitted to the city.
  3/10 - The sales rep requested that we resend out the loan docs and installation again for you to sign increasing the system size to 18 panels and including a solar attic fan keeping the system price the same.
  3/14 - New installation agreement and contract was signed.
  4/4 - The project was preapproved for installation by PEC but since there was a change order made to the system size we had to resend the updated design to PEC which caused a slight delay to the project.
  4/18 - new plans with 18 panels were submitted to the city and the city said this process can take anywhere from 30-60 days to get approved.
  4/20 - HOA approved your project
  5/18 - We received this message from our *** team regarding the status of your solar permit "There has been a complication with this project. According the the Travis County permitting office, the permit for the Construction of the home (Original SFR Permit #: XX-XXXXX) was issued for construction on 4/29/2022 and, since the builders have not yet done any of the inspections, the permit for the Construction can not be closed out.
  
  We CAN NOT have our Solar Permit move forward with the Travis County permitting process until the home builders have completed their inspections and the County has closed out the home construction permits."
  
  Unfortunately the inspections needed to the home are not something that our company can assist with, yet the sales rep did his best to assist you with this process. The city said that we were unable to apply for the solar permit until the home had its inspections completed so your project went on HOLD until an update was received. Our team continued to follow up with the city as well to see if the inspections passed and tried reaching you but no update. After 6 months our company must cancel a project if no updates are received because the lending approval then cancels as well as the interconnection application expires so at this point we have to start the project all over again.
  
  If you are still interested in solar please give our company a call so that we can go over any additional questions that you may have if the inspections to the home have been completed, but as it stands our company spent time and money on your project therefore are requesting that the cancellation fee be paid, otherwise will be sent to a debt collector to pay on the balance owed per the cancellation policy stated in our installation agreement.
  
  Feel free to give our office a call at XXX-XXX-XXXX should you have any further questions or concerns.
  
  
  
  
  Consumer Response /* (3000, 7, 2022/11/08) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Time line of 6 month without response is an absolute lie, I spoke with with the rep that took over for Tyler back in September and as expected you all are trying to save face and do NOT agree with your statement that you all did everything you could to get the inspections. I relayed the info to Tyler and the 2nd rep of where the status was with the inspection that the engineering firm had done on the house and how the contractor was attempting to get for Dynamic. The ONLY attempts of assisting in getting that documents was getting calls from your reps to me. Poor business practice by your company and lack of accepting responsibility for your failures of inexperienced sales personnel to have the knowledge of completing the sales process from intro to close of sale.
  Lack of professionalism by sending intimidating emails claiming that we breached the contract is unacceptable in any business practice when attempts by myself were made on the behalf of your company.
  
  
  Business Response /* (4000, 9, 2022/11/18) */
  *****,
  
  Attached is a copy of the contract that you signed with the company. Again we are unable to complete inspections on the behalf of your builder and in our contract it does state that we do not provide or arrange architectural or engineering services or changes to the dwelling. It also states that you shall ensure that the work areas are free of building and code violations therefore should have been aware that we can not complete our work until your builder completed the inspections on your home. We took the project all the way up to install until the city said that we could not complete our work due to the unclosed permit. We again are happy to retract the cancellation fee and would be happy to include a discount to your system if you are interested in proceeding with your solar project as planned and all inspections by your builder have been completed.

• Initial Complaint

  Date:10/17/2022

  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.

  Dynamic SLR is the company that installed my solar panels and I asked for a complete understanding of the system and was promised l would get one after the installation was finished. There was NONE I've contacted the finance company to get some recourse or to have them reach out to their partners in the endeavor. I've contacted Dynamic SLR for years trying to get an answer on the panels and how much of the power I'm getting in and how much are my bills being lowered there was no answer to my calls l just got the runaround now that l told Goodleap LLC that l won't pay until they come and give me a real understanding about what's going on with the panels I've only been paying this to avoid credit issues but at this point l need answers because this is the very essence of fraud.. You can't sell me on a 11% energy bill including the panels and say 25 years from now you'll own the panels and your light bill will be 11%. of the total cost afterwards... I've never seen a 50% electric bill and my system is supposed to cover 89% of my electric bill.. l see that there are multiple complaints about this company with these type of practices...
  

  

  Business Response

  Date: 02/07/2023

  Business Response /* (1000, 5, 2022/10/20) */
  *******,
  
  We are sorry to hear that you feel that our company has not provided you with an understanding of your system. The system is producing as proposed per the proposal created by the sales company at 13,000kWh annually which is an appropriate sized system for a home your size at 1790sqft. The sales company did install a water heater for you which was meant to also reduce your energy consumption which we showed you that it did based on the decrease in usage shown in the smart meter texas app from 2020 to 2021. We do not sell based on offset since offset is such a variable number that can change based on your living habits. When we took a deeper dive into looking at your consumption we noticed your consumption took a much larger spike in 2022, which you mentioned this was because you were working from home and had some things in the garage causing you to use more energy. We are not able to control the offset of your system but we do try to guarantee production and since the system is producing as proposed with no issues there is not much we can do except offer you a second system at a reduced price so that your bills can be further reduced. The plan you are in with Reliant at 6 cents will expire in January and we hope that you will consider joining a solar buyback program then so you can begin to see credits for the amount of production that you are also sending back since you are not receiving that due to being on a regular electric plan. After further review of the bills you sent it it appears your annual usage is now about 35,000kWh which is a lot for a home your size. I would recommend either adding more panels, or otherwise looking into this with Oncor which devices are causing you to consume so much electricity so that you can monitor these items to reduce your electricity bills further. We might also recommend having a Sense consumption tracker device installed with your solar system so that you can see which devices are causing you to use so much electricity. Please give our office a call so that we can address any additional concerns that we have not yet covered.
  
  
  Consumer Response /* (3000, 7, 2022/10/24) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I was quoted an 89% system by a sales rep from Sparq/Dynamic SLR. I was in contact with Sparq for months only to get the run around l was told the add ons(water heater, radiant barrier and energy efficient light bulbs would add up to 89% system. We were also told we receive an assessment of how the system works once installed... Our rep went as far to say that he'll be in contact with us the whole way through the process once we signed the loan 4 days later the rep stated he is going to pass me onto another person to move to another job ************ Fine thought nothing of it until l noticed it was Sparq/ bluegrass plumbing. That's when my 1st red flag went up l definitely wanted the assessment now to know the quality of the work and how much we are saving... It was Never done. I am convinced the company isn't conversing amongst the ranks..l spoke recently with another Sparq rep today and l have audio of the exact same process that the original rep stated as well.. that stated we get an assessment of how the system is to work and why we would if at all have a secondary bill.I was told that systems aren't sold unless they cover 100% of energy costs($69,999) and if we wanted a slightly smaller system 89% system for($49,999) we agreed to that only when we signed the promissary the guy got fired or got another job and forgot us and the process got very chaotic and I had to contact ********* from Sparq only to leave vm after vm for her to call back days later after the whole process was installed l thought that was the assessment time but there was never one administered and my calls were constant but to no avail and now that I've stopped paying the finance and solar company is calling only in response to the complaint. At this point l need more help
  
  
  Business Response /* (4000, 9, 2022/10/25) */
  *******,
  
  ********* is an account manager that works for Dynamic SLR who coordinates with the sales representative and customer through email regarding the status of your project before it is scheduled for installation. She sent you a copy of your design on 9/30/20 before your system was installed on 10/15/20 indicating that the panels would be shifted from the East to the West for better production than what the sales rep indicated on the initial proposal. Photos attached for your reference and the BBB's reference of the proposed production of the system versus the actual annual production of the system in the Enlighten app. The sales rep also followed up with you on 10/1/20 via text which you confirmed that this new layout was okay to proceed with. After the panels were installed we performed an inspection on 10/19/20 which was confirmed with you and the inspection passed. We also sent over the proper documentation required by Oncor after you were installed and they also granted permission to operate your system on 11/6/20, so they came out and reprogrammed your meter so that you could begin sending credits back for the amount of production your home does not use which is shown as a credit on your bill, yet since you are not on a solar buyback program you are not receiving these credits on your bills. In April 2022 we had advised that you switch to a company called Octopus energy since they charge the lowest price per kwh for energy similar to what the Reliant energy non solar plan that you are on just with a slight increase in price per kwh rate of about 8 cents vs the 6 cents plus delivery fees that you are currently paying so that you can also receive credits for the energy that you are sending back. It does not appear that you made that switch and we see that your plan with Reliant is due to expire in January of 2023 in which your rates are going to go up quite a bit as we have been seeing other customer's bills increase once their contracts have expired. On the bright side, solar buyback plans rates have gone down quite a bit vs what regular plans offer, making it again a benefit to have solar panels. I recommend that you look toward this link for plan options when that time comes otherwise giving our office a call so that we can help you make this change. https://www.texaspowerguide.com/solar-buyback-plans-texas/
  
  Shell Energy seems to be a good choice since your living habits seemed to have changed since 2021 to where you are working from home more. They offer plan rates as low as 8.5 cents and can purchase back credits anywhere from 3 cents to upwards of 18 cents as we have seen on other customer's bills.
  
  Currently your system is priced at $179/month for a system that has been producing you 13,000kWh with adders included such a as attic insulation, solar attic fan, and a hot water heater, LED lightbulbs, and a smart nest thermostat meant to reduce your energy usage. If we did not have these adders applied to your project your monthly payment would be about $150 for solar alone. Our company has answered your calls with numerous attempts to help and explain this to you, but still you do not agree that joining a solar buyback plan will benefit you. We recommended that you download the smartmeter app from Oncor so that you can see the amount of credits that you are missing out on in order to calculate what your total savings could be based on joining a solar buyback plan. We highly recommend switching to Shell energy or the solar buyback plan of your choice that offers a solar buyback plan so you can begin to see added savings to your electricity bill, otherwise adding more panels as a courtesy at reduced price due your usage exceeding your solar panel production.
  
  In regards to the recording attached the sales representative said that Dynamic SLR can do an assessment which we have done multiple times by looking over the smartmeter readings, monitoring application readings, and looking over your bills. The truth of the matter is that you are consuming more than what your panels are producing and the only way to resolve your issue of feeling like you are being double billed is to have additional panels added to your system, or to join a solar buyback plan with the thought in mind that you will just receive a secondary bill for the amount of energy that your panels are not able to cover.
  
  
  Consumer Response /* (3000, 17, 2022/11/07) */
  ***Document Attached***
  I have decided to cancel my plan with dynamic SLR and goodleap llc per the contractual agreement. I no longer want their product and service. I will convey this message through the Better Business Bureau so you can relay to said parties the cancelation of agreement per contract.
  
  
  Business Response /* (4000, 19, 2022/11/18) */
  *******,
  
  The cancellation period has expired on your contract since you have been installed for over 2 years. The cancellation policy listed on your contract states that you must cancel the contract within 3 business days from signing, otherwise if there are any errors in our installation to submit this in writing within 5 business days from the day of installation. Attached is a copy of the full contract that you signed with our company. We again had no involvement in the sale or the promises regarding 89% offset. The only thing we can try to guarantee is the production of the system which was indicated on the proposal presented by the sales company as well as proven to produce as shown in the monitoring application. Screenshots attached as well for reference of the system producing as proposed as well as the system's production starting on 10/15/20. We hope that you are able to take our recommendation of joining a solar buyback plan in January once your contract with Reliant is up.

• Initial Complaint

  Date:08/20/2022

  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.

  long story short I have had there product for almost two years I have yet to have everything they promised to me after issues arose and started the complaint about 7 months later i believe. We didnt get enough panels put on the house someone came out to evaluate and they would get back to me i still have yet to get my solar panels that will actually produce as quoted and we are now rolling into about a year later since complaint started. Every time i call customer service I get rude reps and I am paying for something that does not produce enough for my home therefore I am actually paying more I have the same price for power that other homeowners do and the cost of the equipment. The woman I was working with has yet to call me with the answer to my problem.

  

  Business Response

  Date: 10/27/2022

  Business Response /* (1000, 5, 2022/09/02) */
  ******,
  
  Thank you for reaching out so that we can look into your concerns. Since you have been installed for more than 2 years it is quite possible that the contract that you are on with your electric provider expired and perhaps are now on an unfavorable plan resulting in higher bills than expected. I did take a look at your monitoring application compared to the proposal that was created for you by the sales company and the system appears to be producing as proposed at 12,000kWh annually. While I understand that you may have been verbally promised 100% coverage from your sales rep from the company that sold you the system we are only able to go off the production of the system that was promised and since the system is producing as proposed, the best we can offer you is a secondary system at a reduced rate to cover your entire usage. Please email 12 copies of your electric bills to [email protected] if you are interested in a proposal at a reduced rate to cover your entire needs. Please note that the system is lowering your electric bills by the amount of energy it produces and with electric company rates rising I hope you have the peace of mind that part of your usage is guaranteed to stay at the same rate. I will have my customer service team send you an email requesting copies of these bills so that we can look into better providers for you and get you that proposal should you choose to have a secondary system installed. Regarding rude customer service representatives we strive to serve our customers with the best intentions in mind so I am not sure if you spoke to someone from our company or if it was someone from the sales company. I am only showing notes of our customer service team speaking with you in April of 2021 and that we even went the extra mile to take care of you by installing a Sense consumption device free of charge so that you can monitor your consumption, as well as a $600 reimbursement. We look forward to assisting you.

• Initial Complaint

  Date:08/14/2022

  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.

  Had a salesman come out and sale us a solar system that was supposed to alleviate our electric bill. He was supposed to have designed a system that would cover all of our electrical expenses. We were guaranteed we would not have an eclectic bill. Salesman's name is Benny brock. He has refused to contact us or call us back. They came out and iinstalled the system. System was installed for several weeks before it was actually turned on. TVEC came out the day after installation and ok'd the system. We have had an electric bill ever month along with aa solar system payment. We have talked to dynamic and they told us this system was never meant to take away our electric bill. They offered to sale us more panels out of pocket at $1500 a piece along with a $17k battery back up. Now we are stuck with a solar payment for 30 years and a **** electric bill. On top of that at the two year mark our solar payment doubles. At that point we will be paying more then we would have to not have gotten solar at all. This company is a rip off. Our panels were installed on the west side of our home catching the least amount of sun light. We've cut down all of our trees around our home that even remotely came close to blocking the panels. We were assured that in the summer we would make enough to cover our electric bill but that still isn't true. We were lied too from the beginning and no one wants to take the blame for this. Don't waste your time on dyanmic it isn't worth it.

  

  Business Response

  Date: 09/28/2022

  Business Response /* (1000, 5, 2022/08/15) */
  Mr. and Mrs. ******,
  
  Please note that Dynamic only installed the solar system, but we did not sell you the system. The company who sold you the system is Code Blue Solar who has now rebranded to NXT LVL SLR whom we no longer work with. I can assure you that the panels that have been installed are lowering your electricity bill, but perhaps not to the extent that the sales rep had mentioned due to not having a full year's worth of usage to size the system accurately. We do see that Mr. ****** did call our company regarding these issues and he mentioned that you had not lived in the home for very long to gauge how much energy you consume annually. The lender charges a lower monthly rate for the first 18 months to give you time to apply for the federal tax credit from the IRS for the 26% off of your solar system. Please make sure that you have applied for this credit so that your payments do not go up after 18 months. I do see that the system is performing a lot better after the trees have been removed. A copy of the design is sent to the homeowner during the permitting process. Any changes to the layout should have been mentioned before we installed, but we do not see that there would have been a more optimal layout than what was installed. Now that NXT LVL SLR is no longer our partner anymore, we may be able to offer a better price than what was quoted for additional panels if you would like. Please give our office a call if this is something that you may be interested in.

• Initial Complaint

  Date:08/08/2022

  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 purchased my solar panels (Dynamic SLR) in April 2021 for $49,100 loan for 25 yrs at 2% APR with autopay set at $155 per month. No battery backup was included. I was told by initial salesperson that I would have to purchase a separate loan for battery backup, which is around $20,000. Since August 2021, I receive a separate utility bill from Green Mountain each month; bill is steadily going up. My July 2022 bill was $157; other months anywhere from $100 to $160 each month. Correspondence via email from Dynamic has been sporadic; latest response on 7/14/2022 said my system is set to produce 11,000kWh annually (916.666kWh per month); however, its only producing 7,000kWh. For power outages, I purchased a Champion generator. Also junction box is already rusted. Desired solution: Have Dynamic replace current panels with an upgraded version and install a LG, Enphase or Tesla battery backup without cost to me.

  

  Business Response

  Date: 09/15/2022

  Business Response /* (1000, 5, 2022/08/09) */
  Mr. *******,
  
  Our company did review the bills you sent over and recommended that you switch electric providers since Green Mountain Energy is not offering you rollover credits in the Spring and Fall like you need. Attached is a screenshot of your solar panel's production in 1 year showing production at 11,100kWh. We would be happy to reimburse your ETF with GME for switching to Pulse Power like we recommended. This will definitely help alleviate the bills you have been receiving because Pulse offers a lower price per kWh than GME and they offer credit rollover which we can see from the Spring bills you provided you are not benefitting from with being with GME. There is no need to have a battery installed with your system if you have a generator already because you are within Oncor's region and they have a great buyback rate to where you do not need a battery to store your excess energy. All excess energy will be sent back as a credit on your bill to cover your night time usage. I would also like to note that you have a roof adder with your system in the amount of $9000 which equates to $38/month on your solar bill, therefore solar alone equals $117.95 is being contributed toward lowering your electric bill. Our customer service team will follow up with you in email to provide an update on where to send the early termination fee for switching from Green Mountain to Pulse Power.

• Initial Complaint

  Date:08/07/2022

  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 was scammed into purchasing solar panels. The company misinformed me in several ways. I was given the run around when I tried to report the issue. I'm overcharged and I feel robbed. I want out of this crappy deal.
  

  

  Business Response

  Date: 09/27/2022

  Business Response /* (1000, 5, 2022/08/12) */
  ******,
  
  It does appear that you did call our company at the end of March and we went over concerns with you about a misunderstanding with the sales rep about joining a solar buyback plan so our company agreed to cover 2 solar payments for you which you agreed was acceptable. We have not heard from you since then but would be happy to look into whatever is going on now.
  
  Feel free to give our office a call.
  
  Best regards,

• Initial Complaint

  Date:08/07/2022

  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.

  Dynamic SLR overcharge me by 30% on the solar system to take advantage of government tax breaks. They stated my loan was going to be high because I would receive 26% off and tax credit which is how they justified overcharging me 30% more on the system I am now $70,000 in debt.
  

  

  Business Response

  Date: 09/21/2022

  Business Response /* (1000, 5, 2022/08/09) */
  *********,
  
  Dynamic SLR offers competitively priced solar systems in line with or better than what can be found currently in the solar market. In regards to the tax credit granted by the government for installing rooftop solar, Dynamic SLR does not receive any form of revenue from those credits. Those credits can only be claimed by homeowners who make the move to go solar. We would have no incentive to make ourselves less competitive in a very competitive market by overcharging. Homeowners should be vigilant when it comes to attending to their financial health, and seek expert advice from a CPA or tax professional for unfamiliar concepts or policies maintained by the IRS. On another note, I do see that our company did not sell you the system but Code Blue Solar who has now rebranded to NXT LVL SLR sold you the system. We were only contracted to install the system for them. Any overage charges that you feel were applied would have been due to what the sales company charged you. And in any case this was all agreed upon in the contract that was signed with the company. I did take a look at your monitoring application and I see that your consumption is not far off from your production so I would like to make sure you are set up on a good solar buyback plan so you are receiving the maximum benefit from your solar system. A customer service representative will give you a call to go over any additional concerns that you may have.

• Initial Complaint

  Date:08/07/2022

  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.

  I was misled by the salesperson about the capability of the panels. I was told my house would never lose power (due to the panels) but it frequently does and when we had the big freeze a couple years ago it was without power for days. Also I was told the number of panels they would install would be sufficient for my home but they are not.

  

  Business Response

  Date: 09/26/2022

  Business Response /* (1000, 5, 2022/08/12) */
  ******,
  
  We see you have had your system working since 2019. Our service team tried reaching you earlier this week to inform you that we have submitted a warranty claim with Solaredge to have your inverter replaced. This part is being shipped to your home as it is under manufacturer warranty. This could very well be the reason as to why you have been receiving bills recently. Without a working inverter the system is unfortunately down. Please give our office a call when the part is received so that we can assist you with getting this installed. As a friendly reminder it is very important to be tracking the production of your system at least on a monthly basis or have the app on your phone so that these issues don't cause you to be out of pocket for months at a time. Also we only installed the system and did not sell the system to you. The sale was made by Code Blue Solar who is now NXT LVL SLR. We look forward to assisting you with any questions you may have regarding getting this inverter replaced or helping you join a better solar buyback plan for your consumption needs.
  
  Best regards,

• Initial Complaint

  Date:08/07/2022

  Type:Sales and Advertising 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.

  They assured me that installing panels I would earn energy to sell back to the Energy company. I am now paying for my electricity as well as the loan of $38,000.!!
  

  

  Business Response

  Date: 09/27/2022

  Business Response /* (1000, 5, 2022/08/12) */
  ****,
  
  It is very important to be on a buyback plan in order to make this happen. Would you mind giving our office a call at 972-521-6014 or emailing [email protected] a copy of your electric bill so that we can look into this for you and provide solutions? We have an amazing customer service team who is happy to assist with looking into this for you!
  
  We look forward to hearing from you.