Complaints

• Initial Complaint

  09/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a house in July with system installed by Big Dog. Before buying they assured us, the previous owner, and title company the warranties would transfer, On Aug 18 the system went down and now BD refuses to fix it. I will have to pay $600 for another company to adopt it .

  Business response

  09/19/2023

  It seems as though this complaint was submitted before a resolution was reached with the consumer in question, since we reached a verbal resolution the same day we received the complaint.  Per our agreements with original homeowners, we are not obligated to transfer any warranty or claim to a new homeowner assuming ownership of solar equipment and monitoring when they purchase a home already having solar present. Unfortunately in this situation, we did have an uniformed employee within our office who eluded to the fact that it would be no problem to transfer the warranty to this new homeowner, although it is a problem because we no longer service this specific area, particularly for NEW customers not having our warranty.  Since we do however, have operations running out of **************, at our discretion, we will provide excellent customer service and will provide warranty work at our convenience, when we are able to have a technician in the area. We will repair the system at no cost to the new homeowner, but we will not provide additional monies or repairs outside of our scope of warranty work for no additional charge. We are currently working on a schedule date for the newly assumed consumer. 

• Initial Complaint

  07/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I cant get them to answer the phone. Keep getting ext. 206 voicemail.They gave me 2 different numbers in 2022 to call and they both didnt know why they would have me contact them.I had them install solar. And it has not helped me at all. Both of my bills have risen for solar and Black Hills. Im up to $600 in debt at Black Hills because my solar has a blown fuse according to BH. And that occurred in Sep. 2022 I suspect it blown earlier because of the bill inflation from BH. So I sent a email because no one would answer my calls in 2022.

  Business response

  07/20/2023

  To Whom it May *********************** are receiving the voicemail at inbox 206. Recently, the phone calls back and forth to the consumer have been hit and miss, with voicemails received from the consumer as well as voicemails left for the consumer.   We would like the opportunity to assess the utility bill(s) from Black Hills and come up with a solution to fix the suspected blown fuses, however, we need to make communication with the consumer to schedule service work. The consumer can reach our service and support team at: ************ during hours of operation are Monday - Friday 8am - 6pm MST or reach out via email to: ***************************************** We will continue trying to connect with the consumer until the situation is addressed. Thank you.

*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. ↩