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:03/16/2025

  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.

  ********.case number; you filed against ******, who cured one of the problems, not caused it.
  in September 2023, 1Solar installed solar panels on my roof and damaged my HVAC drain, i had a regular maintenance service by ******, which resulted in a #211.00 repair bill. In 2034 1 Solar texed me that they were paying $500 for each referral, I had 3 and contacted J ******** (my 1 solar representative for my account) and he advised his office about the 3 referrals. I gave Mr. ******** copies of the ****** repair bill and photos, plus contacted him several times regarding the referrals, but have not received anything.

  Business Response

  Date: 04/02/2025

  Subject: Response to BBB Complaint – Resolution of HVAC Drain Damage
  To Whom It May Concern,
  In response to the complaint submitted to the Better Business Bureau (BBB) on April 1, 2025, 1Solar has conducted a thorough investigation into the matter. It was determined that the issue concerning damage to the client's HVAC drain was initially reported to the customer’s sales agent, who failed to escalate the matter to 1Solar for proper resolution.
  Upon receiving the complaint through the BBB platform, I, Ron L. ******, Quality Resolution Lead at 1Solar, promptly contacted the complainant, ****** ********, on the same day to address the issue. To resolve the matter, 1Solar offered to reimburse the customer for the cost incurred to repair the HVAC drain, which amounted to $211. The customer accepted this resolution and agreed to provide 1Solar with photographs of the damage, along with the corresponding repair invoice.
  Once 1Solar receives the invoice, the full cost of the HVAC drain repair will be reimbursed to the customer. Please let us know if any additional information is required.
  

  Sincerely,

   

   

  Ron ******
  Quality Resolution Lead
  1Solar
  801-317-8444 Ext. ***
  
  

  
  

• Initial Complaint

  Date:11/25/2024

  Type:Order 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.

  1Solar re-installed solar panels on my personal residence after a roof replacement, but did not send the final invoice ($5,100.00) for over 1 year after the re-installation work was completed. Both 1Solar and I lost track of a payment being due. Re-installation work was completed in October 2023. 1Solar texted me on the afternoon of November 21, 2024 requesting payment. I went back and forth with them via text to try to see what happened, get the facts, and find a solution. The next day, I received an email from 1Solar explaining their mistake, but demanding payment by the end of the day, or they would proceed with severe actions, such as a lien on the house, filing a claim of potential insurance fraud, turning off my solar system, and legal action. This was overwhelming and stressful to say the least and could happen to anybody due to 1Solar's mistake! 1Solar made a mistake that was not noticed by either party. Now they are trying to intimidate me to receive immediate payment. I'm happy to settle, but this treatment is unacceptable.

  Business Response

  Date: 11/26/2024

  Hello *****, 
  
  As we discussed, and to clarify further, 1Solar reached out to explore payment options and work with you to resolve your past-due balance. However, during the conversation, your immediate hostility and statement indicating an intent to pay only $1,000 of the total amount owedwithout any intention to fulfill the remaining balance regardless of existing agreementsprompted the following email:
  
  Dear Mr. ***************** hope this message finds you well. I am writing to bring to your attention the outstanding balance on your account with **********************, which has not yet been settled. Despite previous attempts by our representative to communicate with you regarding this matter, we have encountered difficulty in reaching a resolution.
  
  To provide a brief summary: 1Solar was contracted to remove and reinstall your solar system. We provided an invoice for the full cost of the project, which was submitted to your insurance provider. The insurance company approved the claim and provided you with a partial payment to begin the work.
  
  Per your request, 1Solar expedited the removal and reinstallation of your solar system. The removal was completed upon receipt of payment for that portion of the project, and we proceeded with the reinstallation as soon as we were informed the roof was ready. Due to the expedited nature of the process, we unfortunately missed the opportunity to send a follow-up payment request for the remaining balance.
  
  Additionally, due to our office relocation and staffing changes, there was a delay in our accounting department's follow-up regarding this outstanding balance. However, we would like to emphasize that 1Solar has fully completed the work as contracted, and your insurance company has confirmed that the claim was paid in full to cover the costs of this project.
  
  While we generally aim to be flexible with payment arrangements, this balance has now been outstanding for over a year, and we must request that it be resolved before the close of the current fiscal year.
  To assist in resolving this matter, we are offering the following two payment options:
  
  Option 1: A full payment of $5,100 by December 31, 2024.
  
  Option 2: A partial payment of $2,500 by November 30, 2024, and the remaining balance of $2,600 by December 31, 2024.
  
  If we are unable to come to an agreement on one of these options, please be advised that 1Solar will have no choice but to pursue the following actions:
  
  -A lien may be placed on your property for the unpaid balance, if permitted by law.
  -A formal complaint will be filed with your insurance provider, reporting the non-payment for work covered under the insurance claim, which may lead to an investigation for potential insurance fraud.
  -We will be forced to deactivate your solar system to protect our interests.
  -Legal action may also be pursued to recover the amount due.
  
  While we are committed to finding a resolution that is fair and mutually agreeable, we understand that our representatives recent discussions with you suggested an intent to make only a partial payment of $1,000, with no plan to settle the remaining balance. This approach does not reflect the full scope of the work performed or the terms of the agreement we entered into.
  
  Please respond by end of day today to confirm whether you are willing to resolve this matter by agreeing to one of the proposed payment options. Should we not receive a response by then, we will regrettably be forced to proceed with the actions outlined above.
  
  We remain hopeful that we can resolve this matter amicably and in a timely manner.
  
  Sincerely,
  
  --------------------------------------------------------------------------------------------------------------------------
  
  Following this email, you expressed that you would consider paying more in the amount of $3000, but once again, did not inend to pay the full balance, which prompted the following response:
  
  Dear *****,
  
  I hope this email finds you well. I wanted to clarify that the recent communication regarding outstanding payments was intended to keep you informed rather than to come across as threatening. In the interest of finding a mutually agreeable resolution, we proposed a couple of alternative payment options for your consideration:
  
  Option 1: A full payment of $5,100 by December 31, 2024.
  
  Option 2: You may choose to make a partial payment of $2,500 by November 30, 2024, followed by the remaining balance of $2,600 by December 31, 2024.
  
  Considering the current circumstances, if you are amenable to an initial payment of $3,000 today and wish to discuss a payment plan for the remaining balance, we are open to exploring this option further. For instance, we could consider a 6-month payment plan for the remaining amount of $2,100, equating to monthly installments of $350 starting January 1, 2024.
  
  Should this arrangement align with your preferences, I can proceed with drafting a Settlement Agreement to formalize our agreement. I appreciate your cooperation and openness to resolving this matter respectfully.
  
  Kind regards,
  
  ---------------------------------------------------------------------------------------------------------------------------
  
  As previously mentioned:
  
  -1Solar made numerous efforts to expedite your project.
  -Your insurance has confirmed that the funds were fully disbursed to you for payment to 1Solar.
  -1Solar has fulfilled the scope of work as outlined in our agreement.
  
  In light of this, we kindly request that you consider one of the flexible payment options to settle your past-due balance. While we remain open to discussing alternative arrangements, please note that we cannot accommodate any requests to reduce the unpaid balance.
  
  

  Customer Answer

  Date: 12/02/2024

   
  Better Business Bureau:
  

  The response from 1Solar is misleading (please see my initial concern).  1Solar was extremely pushy and threatening.  In any case, I have worked out a payment schedule with 1Solar in which they will accept $2000 now (I made this payment on Tuesday, November 26, 2024) and a remaining $2000 by December 31, 2024.  We have both agreed this total of $4000 will entirely settle the outstanding balance.  

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Thank you for being there for the consumer! 
  
  ***** *******

• Initial Complaint

  Date:09/23/2024

  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.

  June 16, 2023 Contract Date Installation of Solar Panels on my roof November 13, 2023. On November 14, ******************************************************** the wrong direction and proceeded to reinstall correctly. On November 17, 2023 there was rain over night and woke up to find a large amount of water in my living room and ceiling and walls soaked. Someone did come out and said the roof was patched. November 18, 2023 roof still leaking. Company sent another person to fix said leak. December 1, 2023 it rained and was still leaking. December 22, 2023 2 guys came to open the soaked ceiling and wall area to dry out. December 29 and 30, 2023 they sent 2 more guys to repatch the roof again and replace insullation and drywall. I did not have any measurable rain until this 2024 Monsoon Season. Janurary 2, 2024 mudded drywall and painted ceiling and wall. Janurary 23, 2024 Edwaedo returned to repatch roof leak again. July 22, 2024 Monsoon Season called 1 Solar again roof leaking and seeping in the ceiling and walls a much larger area. July 27, 2024 was the soonest anyone came to repair the leak. August 12, 2024 ****** ******** was no show for appoinment. August 16, 2024 ************************* sent a person out to check the leak. August 26, 2024 ****** texed that he would call on the 27th and did not hear from him until August 30, 2024 claiming the leak was not caused by 1 Solar and said he would contact a roofer to look at leak. September 9, 11, and 12, 2024 called and left messages to ****** ******** and received no return calls. September 16, 2024 called ****** ******** asking for a call back and received nothing. September 18, 2024 called Customer Concierge, ******* ****** returned call and asked me to contact *** with ******** via email. ***** email is no longer in service. I then called the 800 number for 1 Solar and spoke with *******. ******* was going to have a technician contact me to schedule to follow up on the leak. I have not heard from anyone.

  Business Response

  Date: 09/24/2024

  Subject: Update on Your Roof Leak Concerns
  Dear *******,
  
  I hope this message finds you well. I wanted to provide an update regarding the issues you've experienced with the roof leak.
  
  1Solar installed your solar system, positioning the panels in locations we deemed most ideal. As your system is leased, any changes to the installation must be approved by *******. They requested that we relocate a few panels back to their original positions to ensure optimal production as they offer a production gaurantee. We ensured that all penetrations were thoroughly patched and sealed.
  
  When you first reported the leak in late December, we promptly hired a subcontractor to investigate. He identified the source as a crack in the roof drain, which he sealed before conducting a leak test to confirm the repair was effective.
  
  As months passed, we continued to perform necessary ground service and addressed minor requests from ******* regarding your system. In August, you reported that the leak had returned. We again engaged a subcontractor, who determined that the issue was not related to the solar arrays. He noted the following:
  
  [AUG-16-24 6:12 PM ******* ******] "Went on site and determined its not solar-related. Customer mentioned it's been ongoing for over a year. The roof has *** fabric. To pinpoint the leak, we would need to investigate under the fabric, which requires a roofing company."
  
  [AUG-16-24 6:19 PM ******* ******] "The leak is coming from where the house and back patio meet. The customer indicated that her house is built at an angle, causing rainwater to collect in the area where the leak is occurring. This seems to be a result of years of water damage, as water tends to pool when it rains. The *** fabric was installed prior to her moving in."
  
  Given these findings, we strongly recommend contacting your insurance provider or another roofing professional to address any pre-existing leaks on your property. If it is determined that the issue arises from the solar installation, 1Solar will honor our penetration warranty and address the matter accordingly. However, since this issue appears to be unrelated to the solar system, we regret that we cannot assist further.
  
  Given our thorough investigations and the third-party verification confirming that the leak is not solar-related, we recommend closing this complaint and advise you to pursue this matter through your insurance for any pre-existing roof issues.
  
  Thank you for your understanding. If you have any further questions or concerns, please feel free to reach out.
  
  Best regards,

  Customer Answer

  Date: 10/07/2024

   
  Complaint: 22325231
  
  I am rejecting this response because:

  The roof has not been fixed correctly the water stains and dry wall in my living & dinning room area are not fixed either .

  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 10/07/2024

  *******,
  
  While we are aware of the damages and roofing issues you are having, as previously noted and inspected on site with numerous technicians and third party contractors, the leaks and damage are not coming from the Solar Installation. It was made clear there are pre-existing leaks on the property, and you also disclosed to one of our technicians that this has been on going for some time. While I understand the urgent desire to have the roof fixed, unfortunatly 1Solar is not a roofing company, and any damages on the site woudld not be covered under your penetration warranty with 1Solar as these leaks are not coming from our penetrations.
  
  We strongly adivse you to contact your insurance and file a claim to get the roof repaired.1Solar did not cause the leaks on your home, so we will be unable to fix them or repair any damages. Any temporary fixes and attempts to fix leaks, were done so as a courtesy from our techs while on site, but unfortunatly that is all we can do for you.

  Customer Answer

  Date: 10/15/2024

   
  Complaint: 22325231
  
  I am rejecting this response because:

  I had a  Professional Roofer inspect my roof on October 8, 2024. Per his inspection he said they should not have installed the panels before I had the roof repaired. He can not make any repairs with the panels on the roof. Next step in having the panels removed to make the repairs. As I stated on September 23, 2024. I want the 1Solar Company to remove ALL Solar Equipment from the roof and side of my home.  Repair holes from said panels on my roof and side of my home (stucco).

    Also have 1 Solar/******* Cancel my lease and automatic payments with no penalties incurred by me.

  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 10/15/2024

  Dear *******,
  Thank you for reaching out regarding your solar system installation with 1Solar.
  
  I want to confirm that during the installation process, the condition of your roof in the areas we worked on was deemed structurally sound and was approved by city inspectors and structural engineers. We were not informed of any leaks or damage that would not be visible to the naked eye.
  
  If you wish to have the solar system removed for roofing repairs, we can provide an estimate for this service. We recommend coordinating with your insurance provider, as they typically cover the costs associated with the removal and reinstallation of the solar system. Please let me know if you would like us to proceed with generating an estimate and work order for this scope of work.
  
  Regarding the cancellation of your lease/contract with *******, please note that 1Solar is not involved in that process. You will need to contact them directly to explore your options, as you entered into an agreement with them independently.
  
  Thank you for your understanding. If you have any further questions or need assistance, feel free to reach out.
  
  Best regards,

• Initial Complaint

  Date:07/31/2024

  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.

  I was to have solar installed on my home with the INTENT that it would be operational by the summer, to save on high summer bills. It was installed in Feb 2024. Tomorrow is August 1, 2024 - and it still has not been turned on! No explanation, no communication. "Sorry we will make this right" without terms....seven months later STILL NO SOLAR! There is no excuse for this - and they know there is no excuse for this! I want money for the seven months they occupied space on my roof! I want money for the electric bills I should not have had for 7 months! I want this to work - or get it off my room, and pay me for any damages to my roof! I will initiate legal action if this does not resolve the issue.

  Business Response

  Date: 08/01/2024

  Dear *****,
  We acknowledge the delays associated with your account and apologize for the inconvenience. The issue stems from an outdated system that was removed from the home, which caused the Utility to request information and additional documents related to the old system. Despite submitting revised applications and plans multiple times, we faced repeated requests for new information.
  We have now addressed all the Utility's requests with the necessary revised plans and anticipate receiving approval soon. However, please be aware that the Utility's process time can take 3-4 weeks before providing feedback, corrections, or approvals, which has unfortunately extended the timeline beyond the usual especially with the number of applications needed to be filed.
  We understand your frustration and are committed to working closely with the Utility to expedite the process. Our Concierge team will provide weekly updates as we progress through these final steps. Once the *** is approved, we will finalize the *** documents and request the installation of the Net Meter. After this installation, the system will be ready for activation.
  We sincerely apologize for the delays and want to assure you that our team is dedicated to resolving this matter as swiftly as possible.
  Thank you for your patience and understanding.
  Best regards,

  Customer Answer

  Date: 08/01/2024

   
  Complaint: 22071364
  
  I am rejecting this response because:  This is the same rhetoric I have heard for seven (7) months, that should have taken less than one (1) month.

  This is the exact same story:  communication between NV Energy and 1 Solar; not my fault, yada, yada, yada.  One month is reasonable.  Seven months

  is not acceptable.  It is simply not.  I have had to pay $1,000 electric bills because this was  not timely completed.  No fault of mine. I have useless equipment on my roof for several months.

  You verbally promised me financial compensation to make this right - and like I said, once I sign YET AGAIN, you will not do so - and this is exactly what occurred.

  I believe financial compensation for my summer A/C bills, which this was installed in time to defray, be provided.  My payments are to be approximately $425, and I have paid

  $950+ last month; and over $1,000 this month - and still have August bills to look forward to.  Before you kept promising every 10 days, and now it is 3-4 more weeks!
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/02/2024

  Dear *****,
  We regret to inform you that due to ongoing issues between 1Solar and your utility company, we are currently unable to expedite the completion of your project. While we strive to ensure that projects are completed within a reasonable timeframe, please note that the process can take between 90 to 180 days for PTO (Permission to Operate) to be granted. In some cases, unforeseen issues may cause additional delays.
  In your case, the delay is related to the pre-existing solar installation at your home. We are working diligently to resolve this issue and move forward as quickly as possible.
  I understand your concerns regarding billing. Please note that 1Solar has not billed you for this project, nor has your financier. The utility bills you are receiving are for your standard energy usage, which you are responsible for paying. Since there have been no additional charges from us, there is no reimbursement required at this time. Should there be any additional loan payments incurred once the project is completed, we would be happy to discuss compensation. However, this is not applicable in your current situation.
  
  1Solar has no control over the internal processes of the utility company. We are navigating a unique situation to ensure the utility permits us to complete your project.
  We appreciate your patience as we work through this. If you have any questions or need further clarification, please contact our customer service team at **************. We are here to provide detailed information on the status of your project and the steps we are taking to complete it.
  Thank you for your understanding.

  Customer Answer

  Date: 08/02/2024

   
  Complaint: 22071364
  
  I am rejecting this response because:  It does not resolve anything, just continue to make promises.  Note how the last email said it would take 2-3 weeks, and now this one says up to 180 days - which we are beyond!

  Since it could not be timely installed to help just before the hot summer months, I do not want to have it started until next year, just before summer.  My electric bills will be smaller than what I will be charged until next summer.

  It was planned to come just before summer electric bills.  So was this by design, so I would have higher payments for September - March, 2025?!  Probably!  The rhetoric is not accepted.

  There was no response to my request for compensation for the excessive delay!  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/05/2024

  *****,
  As outlined in your contract, we do not guarantee specific timelines for installation or system generation. Please be assured that we are doing everything possible to address the current issues and will keep you informed about all developments related to your account.
  Many of the delays we are experiencing are due to factors beyond 1Solars control, particularly delays with the Utility, surrounding the removal of the pre-existing system from your home. Regarding compensation, we typically evaluate any delays attributable to 1Solar once the system is fully operational. At this time, since there are no delays caused by 1Solar and no payments made that require reimbursement, it appears there is no eligibility for compensation at this moment. However, we can revisit this issue upon project completion and escalate it to upper management for potential exceptions if applicable.
  Our primary focus now is to navigate the *** process efficiently to complete and activate your system as soon as possible.
  Thank you for your understanding and patience.
  Best regards,

  Customer Answer

  Date: 08/06/2024

   
  Complaint: 22071364
  
  I am rejecting this response because:  This is repeated rhetoric, and does not resolve the problem.  I have been financially harmed by the EXCESSIVE delay.  There is a "reasonable" timeline for

  installing solar, and seven months plus is well beyond the "reasonable" timeline.  Yes, escalate this matter for financial compensation,  Until then, I will be posting on Yelp, Next Door, and all other

  applications to warn others to stay away from 1Solar due to their inability to deliver timely solar services.  I should be compensated, however, I will work to insure you are not compensated for your incompetence.

  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/23/2024

  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.

  On April 17, 2024 a Solar panel caught fire on the roof of my home and the fire department was called and put out the fire. The fire investigation report stated that the fire was caused by equipment failure. 1Solar was notified and they texted a picture of the Rapid Shutdown Switch to shut off the solar panels. The roof inspection was done on May 3, 2024. May 6, 2024 ****** texted me about a service call May 15, 2024 to replace the panels.I asked about the report from the inspector to know why and so that it would not happen again. She texted that everything was covered for this replacement. She was informed that an Optimizer was faulty from the manufacture and had ignited the fire to leaves and wires underneath the panels. it was a very rare incident and don't think it will occur again. On May 15, 2024 *** came to replace the solar panels. When he remove them he discovered that there was a section of shingles that were burnt from the fire. Those would need to be replaced before the panels could be replaced. *** showed me one damaged /charred Optimizer and wires and one undamaged Optimizer with a cut on a wire that he said was done by a squirrel, I disagree. On May 16, 2024 ********************* called to inform me that nothing would be covered under warranty because squirrel damage isn't covered and he sent an invoice for the solar panels, Optimizer and a squirrel guard that came with pictures that *** had taken. After reviewing the pictures and doing some research, I am contesting 1Solar's claim that it was a squirrel that caused the fire. When I asked 1Solar (*******) how I would dispute/contest that, squirrels were responsible for the fire, he said there is no way to contest it, no recourse. In the meantime I am paying for a system that is shut down. My electric bill is way up and I have seemingly no recourse to dispute/contest this without getting legal council. I have gotten the shingles repaired. I have text messages, emails and pictures to back up what am saying.

  Business Response

  Date: 07/24/2024

  1Solar was alerted to an electrical issue at the site of [Customer's Name]'s home, which resulted in a fire that scorched debris under the panels and damaged some shingles. Upon reviewing the incident report, we initially hypothesized that an unusual event with the optimizer might have caused it to fail, potentially leading to overheating and the subsequent fire.
  
  After dispatching a technician to replace the optimizer and restore system functionality, our technician observed evidence of squirrels on the property, including small bite marks on several electrical wires. This discovery led us to conclude that squirrels had chewed through the optimizer wire, exposing the wires and ultimately causing the fire. During our on-site visit, we shared photographic evidence of the damage and squirrel activity with the customer.
  
  We assured the customer that we could replace the optimizer from our stock at no charge. However, due to the circumstances and the cause of the damage, any additional repairs, particularly to the roof, would need to be handled either through their insurance provider or a qualified roofing contractor, as we do not specialize in roofing repairs.
  
  As a preventive measure, we recommended installing Critter Guard, a deterrent system designed to prevent squirrels and birds from nesting under the solar panels and causing further damage. This would mitigate the risk of a similar incident in the future.
  
  Subsequently, the customer requested the return of the damaged materials removed from the site. Regrettably, due to the extent of the damage, these materials were disposed of for safety reasons, and we are unable to accommodate this request. Nevertheless, we remain committed to providing the customer with a new optimizer at no cost and reinstalling the system once the damaged roof has been addressed.
  
  It's important to note that repairs to the roof are not covered under our Workmanship Warranty or the Manufacturer Warranty, as outlined in the Purchase Agreement provided to the customer.
  
  We are in possession of more on-site photographs depicting the damage and are willing to share these with you upon request, i am unable to upload them here

• Initial Complaint

  Date:03/21/2024

  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.

  In July 2022, we purchased Solar panels from 1 Solar, they broke a lot of tiles on my roof. Which happens sometimes, however, they left my roof, open to the elements for more than 8 weeks, until the tiles were replaced in late September 2022. In September 2022 when the tiles were replaced, they were replaced with the wrong tiles, so from that time until July or August 2023 the wrong tiles sat on my house. Not knowing this until this until we got a roof leak. When we notified 1 solar of the issue, they finally sent someone out in October 30, 2023, Of course 1 solar came out and determined the roof leak was their problem and said that they would fix the problem, along with the interior of the house issues. No word from them for over 5 months, as I hounded and hounded and called over and over, as wster flowed into my house. Finally, Alisha took over and I was able to get somewhere. They scheduled a company to come out and take care of the roof, so I thought I was getting somewhere. Yay!! Wrong!! More issues, and 1 solar won't assist. I am not going to pay for a roof that I didn't do anything to cause problems with and they will not guarantee my roof, which is now leaking in 3 different t places AND after more than a year and a half of the elements and 9 months of leaking inside I'm sure there are MOLD problems. I guess there will needs to be a lawsuit filed for damages involved next. If they think, as suggested by an employee, that I will just be putting KILZ paint in my house over this problem they are mistaken. This is a potential health hazard. Further, contact.by Utah and not Las Vegas Only as they are trying to cover up potential health hazards.

  Business Response

  Date: 03/22/2024

  After performing the install on this home, our technicians replace all tiles around the areas we worked. customer later reached out about issues with the tiles in areas we did not perfrom work, but we went out as a courtesy and replaced those tiles as well. Tiles were present but some were broken or cracked. No areas of the roof were left exposed. Unfortunatly we did not have exact matching tiles at that time, but since this was courtesy work, we used what we had. Later the customer caled and informed us of a leak. After assessing the cause our techs noted that there were some sections near our install where there was no black underlayment paper. We assumed this may have simply been damaged during the install and agreed to get the leak issues fixed. For this fix we needed to contract a roofer. 1Solar Removed the system at no cost, to the customer to make the roof available for repairs.  The roofer quoted us 5k for the repairs, and then went on site to begin work. Shortly after being on site the Roofer at Kings Roofing, indicated that the entire setion of the roof, not just the area where 1Solar installed the solar, but the entire roof, was missing the underlayment. Becuase of this it was determined that 1Solar was not at fault for the damages, and that a more extensive repair would be needed. 
  
  Cusomer was explained this situation over the phone and by the roofer. In an attempt to assist the customer, because we already agreed to the 5k in repair costs, 1Solar informed the customer we would still honor this as a courtesy, however any additional costs for repairs that were pre-existing would need to be paid by her. We advised the customer to perform a home insurance claim and they refused. After working with the roofer, he lowered his costs to help the customer, but the customer still did not wish to pay anything. the current cost for repairs is arouond $10,000. I believe the roofer quoted that the customer need only pay $4100 and we would cover the rest. 
  
  Current issue is that the customer refuses to pay for services, resulting in the roofer pulling off of the job. Customer was informed that the roof is currently exposed and without the underlayment there would be further damage if she did not agree to have the roofer perform the work. Customer refused service and now any water damage from the leaks including the inside of the home is fully on the customer. This was made clear to them, and still we have not been able to come to an agreement.
  
  1Solar is still willing to honor our orignal agreement to help pay 5k towards repairs, and reinstall the system at no cost once repairs are completed, however, if the customer continues to refuse a compromise for work that was already deemed not the fault of 1Solar, we will void this offer, and leave all damages and repairs in the hands of the customer who will need to file a home insurance claim.

  Customer Answer

  Date: 03/22/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  This water damage and pictures are from the original damage. We do not have to correct anything else,. There were no issues until you put solar on our roof. We want you to complete the work you started and put the tiles back on the roof and guarantee the work you completed. We never asked you to complete the additional 4100, nor do we care if you complete that part. Don't do it. You are leaving our roof open and refuse to cover and complete the damage to the inside and/or guarantee the work you have done without completing the roof, which we do not have to do.YOU are causing further damage. unnecessarily.
  
  Sincerely,
  
  
  
  ******* *******

  Business Response

  Date: 03/22/2024

  As I stated originally, The Roofer was turned away rom the home, and no compromise offered in regard to him performing the work and being paid. Roofer has already reduced the cost to make the added repairs affordable for the customer. We already informed the roofer we would pay for the repairs near the Solar installation area even though it has been determined, damage was not the cause of solar, but due to improper install/lack of underlayment from the original roofing company. It is clear this unknown issue in combination to our penetration of the roof, is causing the leak. In order to properly repair your roof from current and any further damage, the roofer must be allowed to perform a full repair, and installation of proper underlayment per code, and have the roof inspected prior to the reinstallation of the Solar system.  1Solar has aready agreed to help cover the costs in regards to the original repairs we contracted the roofer to perform, but he is unable to "complete" the job and have the roof properly inspected if the whole roof, is not repaired. This would also cause the roofer, to not warranty any repairs, knowing there are issues on the roof he was not contracted to fix, even after stating they would need to be. These issues would still potentially cause damage to the home, and it is strongly advised no further work takes place until these issues are resolved. This issue was not forseeable until after tiles were removed by the roofer, which revieled the much larger problem. Now that all parties are aware of the issue we cannot move forward until it is properly addressed and up to code.
  
  Becuase this was deemed a fault of the original roofing company not installing underlayment per code, we still strongly advise a home insurace claim be filed to help cover cost of roof repair/replacement, and any damages caused by the leaks to the inside of the home. 

• Initial Complaint

  Date:03/21/2024

  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 signed a contract with Bell Solar on 5/12/2023 and as of 3/21/2024 I still do not have a functioning solar system. Around September 2023, Bell Solar partnered with 1Solar which has been constantly used as the reason for the delay in my solar systems service. I have been given countless other excuses as well. What I have been able to piece together is that in the initial inspection of my home conducted by Bell Solar, the company overlooked and failed to inform me that the installation of the solar system would require me to upgrade my electrical meter. Although this critical piece of information was missed, the panels were placed on my home on 7/20/2023 and the payments began soon thereafter on 10/21/2023. In between these dates, 1Solar identified the issue with the electrical panel needing to be upgraded. In September, I began to raise concerns as to when my solar system would be functional and if my payments would be delayed as I did not want to pay for a nonfunctioning service. Obviously, raising these concerns has done nothing as it is now 03/21/2024 and my solar system still doesn't work and I am still paying for a service I cannot use. To this date, I have paid $552.30 to Goodleap (the finance company for 1Solar) and $288 to NV Energy. The $552.30 comes from 6 months of payments of $92.05 and the $288 was a charge that 1Solar said they would cover as it had to do with the panel upgrade. This totals to $840.30. Everybody I have talked to from Bell Solar and 1Solar seems like they care about your issue on the phone, however there is no action to resolve the customer issue. At this point, I just want to get my money back and have the panels removed from my home. Working with 1Solar has truly been a miserable experience and my biggest regret as a homeowner.

  Business Response

  Date: 03/22/2024

  I have been in contct with this customer and have already discussed this matter in detail. 1Solar was hired to perform a Service Upgrade for this customer, we did not perform the ********************** installation and this complaint should be directed to Bell Solar. However, I will share some details on this issue. 
  
  Upon performing the installation of the panels and the electrical, a final inspection was ran, as is common procedure. While running the Inspection, the inspector had questions about possible future additiions to the home and ultimatly required **** to perform a Serice Upgrade. The cost of the upgrade ranges from $3000-5000 depending on the size. This is a cost that would have either needed to be paid for by the sales company, or the customer. Due to delays that were going to be caused by this and knowing the customer would end up needing to make payments for the system prior to being able to utilize the system, Bell Solar performed the upgrade at no cost to the customer. 
  
  Customer reached out about reimbursement and was told in regards to the charge on his Utility bill related to the install, The charge would be covered, he simply needed to send in a copy of the bill showing the charge. This has yet to be recieved. Customer also asked about reimbursement for payments, to which he was informed Bell Solar already covered the cost of the **** and no further compensation would be offered. 
  
  Customer was not charged for services as a form of compensation. This is not something Bell Solar had to do, however it was done so in Good-Faith. Customer is now leaving bad reviews for ********************** for issues he has with another company. We strongly advise this case be closed due to slander, and unrelated to an experience with our company. By persuing BBB complinits against 1Solar and Bell Solar, customer is in turn acting against work performed in Good-Faith, which can result in his MPU service costs being invoiced to the customer for violating a Good-Faith **********

  Customer Answer

  Date: 03/28/2024

   
  Complaint: 21464117
  
  I am rejecting this response because: there are a few issues I have with this response. 1Solar is stating my issues should be with Bell Solar and not 1Solar. My Sales Rep from Bell Solar became an employee of 1Solar and told me Bell Solar was acquired by 1Solar. Additionally, the *** of Operations for 1Solar was the *** of Bell Solar and makes numerous statements of 1Solar and Bell Solar partners. Couple this with the fact Bell Solar has closed, I have reason to believe my contract is now owned by 1Solar. Additionally, 1Solar was involved prior to the **** Their inspector is the one that brought this up.

  I am not sure why this Good-Faith ********* is being brought up as until I discussed with the *** of Customer Relations for Bell **********************, this was not brought up. The only information I was given was an upgrade was needed to my panel, an option if I wanted an upgrade or another panel (nothing about cost or time was discussed), and when the upgrade would occur. Additional information of costs and timeline should have been provided to me. I have also asked where in the contract it states I would be liable for a 5k increase on my loan. At this point I have asked to discuss with both the *** of Customer Relations and *** of Operations to peacefully find a path forward. 

  
  Sincerely,
  
  *******************************

  Business Response

  Date: 03/29/2024

  **************** Solar was Hired as an Employee. This does not mean 1Solar takes on all of her previous companies liabilities. I can Assure you, Bell Solar and 1Solar are seperate companies all together. We entered a sub contracted agreement with Bell Solar to help finish your project in regard to the Final Inspection and needed MPU. Any disputes or requests for reimbursement should go through Bell Solar, as this customer does not have a contract with **********************. ****** is solely in charge of our procurment in our Vegas Warehouse, and is NOT the *** of Operations for 1Solar. That position belongs to ***************************** who is based in our CO office. It is very clear, that there is a lot of misunderstandings related to this complaint. 
  
  Customer has a contract with Bell **********************. Customer is seeking reimbursement from Bell Solar for delays (which is not something promised or guaranteed on his contract). Bell solar informed customer that a $3000-$5000 MPU cost was covered by **** in the process of finishing his project due to the known delays this would cause, and not wanting to affect the customer's cost for the system. If the customer has any issues or complaints, they should be made towards Bell Solar, and not the Sub Contractor 1Solar who has fulfilled our contractual obligations to Bell Solar, and have nothing to do with this dispute resolution. We ask that this complaint be closed due this complant not being related to an experience or work performed by 1Solar.
  
  If the customer wishes to get in contact with ****** for issues related to Bell Solar, she can be reached via this email: ******************************

• Initial Complaint

  Date:02/28/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  One of my inverters is defective . I have been waiting for a year for replacement. They keep giving me the run around in costumer support. It is under warranty. I am paying for electricity now. I haven't payed any in 3 years. I am ****** and need help.

  Business Response

  Date: 02/29/2024

  This site consists of YC500 ** system Micro Inverters, which have since been discontinued. They cannot be purchased on the market, and the general timeline for replacements to arrive from the manufacturer is 9-12 months due to being based out of china and tons of backlog incured during covid. 1Solar has been working with this customer closely with ** systems, and has even had a 3 way call with the customer and manufacturer to explain the delays and issues surrounding his site. We have been assured by ** Systems that the next batch of these units they recieve, this inverter will be included. 1Solar is working to honor our service warranty, and is working with the Manufacturer to honor the Manufacturer warranty for replacement. Unfortunatly we have no control over a third parties timelines and Part production. Customer has been informed of this in numerous calls and by the manufacturer directly. 
  
  One of the biggest issues for the delays is due to the ** Systems Agents mistakenly closing the original case for a replacement inverter being sent, which resulted in needing to file a new case and get a new Case#. This was the main reason for the 3 way call , so that the manufacturer could admit this mistake was made, and ensure the customer was aware, ********************** is not at fault. As soon as we recieve the unit, rest assured this customer is on our prioirty list and we will send someone out immediately to install the replacement Inverter. 
  
  Keep in mind, The Microinverter in question only affects 2 panels and should not have a drastic effect on utility bills. The system is fully operational and producing as it should aside from those 2 panels. If there are utility Bill concerns, its most likely due to an increase in usage in the home, and 1Solar is more than happy to look into the most reecent 12 months of billing to help customer know if an add-on system is needed. Customer has been made aware of this as well.

• Initial Complaint

  Date:10/11/2023

  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 issue began when I started receiving two bills in regards to my energy/ power consumption. One from 1 Solar/ Goodleap and the second from NV Energy. 1 Solar stated that the NV Energy bill would be somewhere within the range of $13 - $30 every month due to their service infrastructure charge, once the panels began producing power. Second, is $200.77 from Goodleap whom financed the project. I was also informed that once the solar panels became operational that I would start getting billed monthly. However, the panels were supposedly powered on and operational, only to discover that there was an issue with the panels which was not disclosed to me until I called 1Solar and complained. I'm attempting to resolve this matter as effectively and quickly as possible in order to prevent any further escalation and distress to my life.
  
  **Full Report has been posted in supporting documents under "Full Report" due to, too many characters.**

  Business Response

  Date: 10/11/2023

  Mr *******, In your contract, it explains that you are responsible for monitoring your system and alerting us to any issues. I will have them resend monitoring instructions. Your system is currently operating perfectly as well. I have attached a screenshot of your contract where it explains that you are responsible for monitoring the system, and I have also attached a screenshot of your production for today 10/11 as of 1:20pm MST. 

  Customer Answer

  Date: 10/13/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  The main issue has been negated. I am only being shown 1 day of solar energy produced which was recently resolved. I'm unsure if my full report was not read or disregarded all together. Within the report it states that a faulty unit straight from the manufacture was installed, and handed over to commence payment and information about the faulty unit being installed was withheld from me. I have read the contract and understand that it is my responsibility to monitor power production of my unit, but this does not nullify the fact that malpractices were performed. Defining it as financial malpractice impropriety, which is handing me over a said; "functional and operating system", to commence receiving payment is fraud. The disregard of properly informing me, caused me (3) months of high energy bills with the added (3) months of payments for non-working solar panels. The unit should have never been handed to me as an operational system, until the faulty inverter was replaced with a working one. Once a functioning inverter was installed and certified, only then should it have been handed over and payments commence. I'm still seeking financial compensation for the malpractices performed that caused financial distress for the unexpected months of high power usage and charge of non-functioning solar panels.    

  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:09/18/2023

  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.

  Purchased Solar Panels that are warranted. We have had problems after problems. They have had to replace two of the panels and then two other panels went out 18 months ago. I reached out to them to have them replaced. They explain that the manufacturer no longer supports the product and so they are saying there is nothing they can do. But I didn't spend $28,000 to only have it go down within the first 3 years. I was reaching out to them quite frequently at first, but they stopped responding. Then they keep telling me they will get back to me. I reached out to them 6 months ago saying it has been 6 months since I have heard anything, and they promised they would do better at keeping me posted but it has been another 6 months and have not heard anything still.

  Business Response

  Date: 09/29/2023

  We do not have any control over manufacturer issues or delays. We have been attempting to get the inverter, but the company has been on backorder since Covid started. All of this information was given on multiple occasions and we cannot control the manufacturer warranties, only service and we will notify you as soon as we receive the inverter.