Complaints

• Initial Complaint

  09/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In Feb 2023, Solar ******************************* (Solar Restore LLC) removed my solar system and reattached after a new roof was installed. During the reattachment, this company neglected to reconnect all solar circuit breakers resulting in a loss of solar energy being generated, and broke the combiner box that houses the circuit breakers. This unfortunately was not found until Aug 2023 when an electric bill was received. I contacted my solar company and they came out to inspect the system. They found that the combiner box on the roof that housed the circuit breakers was broken, had been sealed shut with caulking, and only 2 of the 4 circuit breakers were connected. They advised I contact the company that detached and re-attached my solar system to have them fix their negligence and replace the combiner box. I contact Solar ******************************* (Solar Restore LLC), and they agreed to take care of the issue. A person was sent out to do an audit check of my system. He did not look at the combiner box, but did find a solar panel that was missing a part that secures it to the roof. He advised they would be in contact soon. I received a call from them a couple days later saying that they would replace the combiner box and install the missing part for the solar panel. Solar ******************************* contacted my solar company and was advised that because my solar system was operating correctly and was up to code, regardless that the combiner box was broken, there was nothing they could do. Solar ******************************* then advised me that they would only be replacing the missing part and that they would not replace the combiner box that their employee broke and they were basing that decision on what my solar company told them. As of today, Solar ******************************* still has not come out to replace the missing part for the solar panel. They need to replace the combiner box that their employee broke and install the missing part.

  Business response

  10/10/2023

  Good Afternoon,

  On September 17, 2023 owner, *****************************, and project coordinator, *********************** met *************** at her home and fixed the connector box that she was concerned about. We have apologized to ************** on the delay and lack of communication on our part. ************** was pleased with us addressing the concern and even dropped her ROC complaint and called off the site inspection. 
  we have learned from this experience and our technicians have been trained if this situation occurs again. 
  thank you and we apologize for the situation.

  please feel free to contact us at ************ or ***** with any questions. 

*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. ↩