Complaints

• Initial Complaint

  11/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought the house from ****** in 2018 with a solar roof installed by urban solar. during the recent hurricane in August 2024 due to continuous rains and improper installation of solar panels there was leak under the solar panels and the water was pouring from the ceiling . I called the solar maintenance company ******* and they asked me to contact Urbal solar. I called urban solar several times and left a voice message but never got any response from urban solar. I request urbal solar to call me to discuss the issue and provide a resolution.

  

  Business response

  12/20/2024

  Good afternoon we apologies for the delay in responding, This customer was contacted back in October when he fist called in regards to his issue, was advised to contact creditor. 

  Customer response

  01/05/2025

   
  Complaint: 22512748
  
  I am rejecting this response because:

  i did not get a chance to talk to them.

  they called me early morning and did not call me back again. i would like to talk to their ***************** ask them to call me. after 10 am.
  
  Sincerely,
  
  **** ***********

  

  Business response

  01/06/2025

  Thank you for bringing this matter to our attention. I would like to clarify that ******* is responsible for maintaining your system. I have already reached out to them and escalated your issue to ensure it is addressed promptly. You can expect an update in the next couple of days.
  We appreciate your patience and understanding. Please let us know if there is anything else we can assist you with in the meantime.

• Initial Complaint

  11/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Solar panel install in 2022. Contacted the installer per Enphase the company that monitors my solar panel system and they confirmed that someone needed to come out to look at the panels becuase what is being sent to *********** is not matching what the report is saying. The supervisior stated that since it was more than a year since the install there would be a $325.00 charge to have someone out since Enphase stated nothing was wrong and the system was working correctly. I contacted Enphase and provided reports to Urban solars manager ***** and they will not return a phone call or email to get this coreected. After many attempts through email and phone i even stated if i needed to pay for it then i would but needed someone to call me so we can get this corrected. Enphase gave me numbers to other local installer, however since they are not the ones that installed it originally the cost would be even more.

  

  Business response

  12/20/2024

  Customer was contacted by Supervisor ****** and was also provided the information from Enphase her system, showing there was no issues with her system. 

  Customer response

  12/20/2024

  The supervisor was provided with reports from enphase showing there was a problem with the system. Supervisor would not respond to my emails or telephone messages after many attempts. I will never do business with them again

  Customer response

  12/27/2024

   
  Complaint: 22512036
  
  I am rejecting this response because:The supervisor was provided with reports from enphase showing there was a problem with the system. Supervisor would not respond to my emails or telephone messages after many attempts. I will never do business with them again
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  11/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They destroyed the roof of my home. In the link below are the pictures and reports. The good guy of this company should be ashamed of what they did in my home and how they have handled this case. I have tried to work with them but I have not received any response. They never return my call.I can't believe this is ************** is a link with all the information and the severity of the damage.************************************************************************************

  

  Business response

  12/10/2024

  Thank you for sharing your concerns. Our team has gathered all the necessary information, and your case is currently under review by our management team. We are committed to addressing this matter and will provide you with an update, including a plan of action, within the next few days. We appreciate your patience and understanding as we work towards a resolution.

  Customer response

  12/30/2024

   
  Complaint: 22507266
  
  That is the answer that you have always given me since the first day more the 7 months  I submitted this problem to (U Solar) When I receive the update and the work plan that resolves all the damages caused by U.Solar otherwise I will not agree with U.Solar.

  
  Sincerely,
  
  **** *****

  

  Business response

  12/30/2024

  Good afternoon,

  We have submitted an insurance claim to address your concerns with the roof damages, on the meantime. We would like to offer a temporary repair as we go through the claim, if this is an option that would work for you please either reply to this message or email us at ************************************************************

  Customer response

  12/31/2024

   
  Complaint: 22507266
  
  I am rejecting this response because:
  I prefer to wait for the insurance claim.

  Sincerely,
  
  **** *****

  Customer response

  01/03/2025

  I ask that you do not close the claim. This is the only way they have responded to the problems that occurred with the roof. We just have to wait for them to respond with the update of the insurance claim.

  Thanks to BBB they are responding. I ask you please not to close the case until they provide an update on the insurance claim.

   

• Initial Complaint

  10/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Near $30 K HORRIBLE investment. Sales person, *** E. *****, sold us a multiple solar panel system. We have a ***** square foot, one story house, in a suburb of *******, *******. The preparation and installation went smoothly. The panels were installed in December of 2023. *******, ******* typically has around 8 hours of daily sunshine from **** to August. Florida averages between 230 and 250 sunny days per year, second only to ********With the understanding of limited sunlight during December 2023 - April 2024, there was low expectation of the installed panels providing adequate kilowatts, to power the ***** sq. ft. house, with 2 person occupancy. With the specified amount of panels installed, as determined by Mr. ***** ************************* the near $30,000 system produced 1.2MWh of Kilowatts. Two occupants used 1.3MWh of kilowatts. ****'s solar production decreased to ***** kWH of power. The consumption for **** was 1.4MWh.July's average temperature in *******, ******* was 91 degrees. The exorbitant solar system ************************ Mr. ***** sold, produce 1.0 MWh, though 1.5 MWh was consumed by two people. Now, for one of the typically, most hottest months of the year, August. Urban Solar near $30,000 system produced ***** kWh, with our kilowatt consumption steady at 1.5 MWh. Instead of reducing the utility cost, it has basically doubled. Mr. ***** sent two causal responses to the MULTIPLE request for attention to this matter. All of the above is documented and available for viewing. The sales person also assured that a six thousand tax credit would be recuperated, if the system was purchased before 2024, The professional tax preparer confirmed that the purchase only allowed a $4,000 credit. To this day, Urban Solar, Enphase, or Solar Surge has done nothing to even analyze, or investigate this concern. Mr. ***** continues to ignore email and text request for assistance.

  

  Business response

  12/20/2024

  Customer was respond to his issue. System was Operational 1/11/2024 

  Customer response

  01/02/2025

   
  Complaint: 22433295
  
  I am rejecting this response because: the chart does not reflect the amount of energy imported from KUA.  For the majority of 2024,we were dependent on KUA, opposed to the solar panels, as previously sent documentation from ******* confirms.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  04/26/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  After installing a solar system at my house the company supposed to send me the information to complete my taxes for 2023 year. After several calls, emails and text messages full of excuses two of the representatives/workers named *************** and *************************** notified me they will provide the information for this year taxes (2024) I contacted customer service and their explanation was that Mr. *** and ******************** no longer work there and that I did not complete the steps which is not the truth. Due to the lack of communication and customer service from the business I requested the corporation contact information and I spoke with Mr. ********** who stated and quote "Unfortunately there is nothing that corp can do". As of today no one from Urban Solar contacted me regarding this situation and to make thing worse now the bank increase the monthly payment due to this issue. As it states in my contract I supposed to pay $227.21 and now I have to pay ******. I am requesting for the owner of this company to contact me and provide me all the information needed to resolve this issue. In addition the company added a second address that doesn't belong to me where they also provide the service and this is showing on my credit report and for this the excuse was that they have another *********************. I choose to do business with them trusting being a BBB accredited business and never thought it was going to be so hard to deal with them. I can provide my contract and messages exchange from ******************** and I.

  

  Business response

  05/03/2024

  ****, I am so sorry that you're having trouble reaching the appropriate parties to get the information you need. I will reach out to our accounting department to make sure they send over the documents that you need for your taxes.

   

  Regarding the credit report address issue, I will have to do some research into what happened and what needs to be done to resolve it.

   

  I also want to give you my direct contact info if you have any other questions or concerns. My name is ******* and my phone number is ************

  Customer response

  05/06/2024

   
  Complaint: 21632611
  
  I am rejecting this response because:
  Like I said when we talked over the phone. I bought this system in 2022 i was supposed to get the information that i needed to fill my taxes in 2023 and i didn't get anything.  When I finally was able to get in touch with ****** it was a little too late to fill out my taxes in 2023 so he said to do it in 2024 . At the beginning of the year I was trying to get in touch with ****** and *************** and i wasn't getting any response back with the information that I needed. So my time limit to report it to my taxes expired for my tax exempt so my payments when up . I call my loan company to find out what they can do and i explained to them that I was having trouble getting in touch with urban solar i was told that they can't help me . Only urban solar can and urban solar said that they are nothing they can do for me because the people who sold me the system not longer work for them. So know I'm 21k dollars on the hole and no one wants to be responsible. My payment when from $227 to $310 plus FPL . So is costing me more money having the solar system that with out it 
  Sincerely,
  
  ***********************

  

  Business response

  05/28/2024

  As we spoke about over the phone, all of the details that we would have regarding the tax credit are found on the original contract. I have attached a copy of the contract for reference. On page three under Client Acknowledgements and Clauses, we have some details about the tax credit. The form needed (Form 5695) is one that comes from the federal government and can be found online. A tax professional should have that available to them as well. Additionally, in regards to filling out that form, any details that we have about the system are found on the same contract attached here. 

  I understand that we had re-sent the contract documents to you earlier this year, and you have already filed your taxes for the 2023 calendar year. At this point the complaint is regarding the increase in the monthly loan payment.

  As it states in the contract, Urban Solar cannot be held liable for the tax credit. It is also clear that if a payment is not made against the loan, it will re-amortize and the monthly payment will go up. There is nothing that Urban Solar can do to change your monthly payment since the loan is not with us. The loan is with Dividend. 

   

  Regarding the credit report - Urban Solar did not pull any credit checks and that would have all been handled by the loan company. You would need to reach out to Dividend about correcting that issue as well.

• Initial Complaint

  02/06/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  i did a contract with this company for solar panels, they installed the panels but i did a new roof so in the contract was include the reinstallation, i was behind them 6 month to come to my house and doing , finally in january they come and reinstalled but they did without permit and now i can not close the city permit for the roof and i am responsable for that violation . At this point they don't answer the phone or emails to me

  

  Business response

  02/07/2024

  As we spoke about yesterday afternoon, there was a miscommunication about what permits were required for the reinstallation and to close out your roof permit. We are working on getting the new permits for the installation and are sending our team out in the meantime to remove the solar panels so that you are no longer in violation. I have committed to keeping you informed of the status of everything as we make this right. 

  Customer response

  02/08/2024

  We are back to the first point ,, so they need to take the panel out and i have to wait for them to installing back , so we are at the same point 4 months back. 
  we are paying electricity bill all these months and it wasnt miss understood, of course they need to do a work with permit

  Customer response

  02/08/2024

   
  Complaint: 21254749
  
  I am rejecting this response because:
  We are back to the first point ,, so they need to take the panel out and i have to wait for them to installing back , so we are at the same point 4 months back. 
  we are paying electricity bill all these months and it wasnt miss understood, of course they need to do a work with permit
  
  Sincerely,
  
  ***********************************

  

  Business response

  02/09/2024

  I apologize that this process has been anything but smooth, but I am committed to doing everything I can to resolve this issue quickly. 

  Customer response

  02/20/2024

  We are in the same point that 4 months ago, i call them and they dont answer the phone I left mensajes and not respond. The permit for my roof is expired in march 10 and i need the permit number from them or i need to paid toask for extension. I want them to finish and paid for my electrical bill for all this month where the panels was seat  in my patio. Is completely un respectful  the time that i have to dedicate to call this company 

  Customer response

  02/21/2024

   
  Complaint: 21254749
  
  I am rejecting this response because:We are in the same point that 4 months ago, i call them and they dont answer the phone I left mensajes and not respond. The permit for ******* is expired in march 10 and i need the permit number from them or i need to paid toask for extension. I want them to finish and paid for my electrical bill for all this month where the panels was seat  in my patio. Is completely un respectful  the time that i have to dedicate to call this company
  
  
  Sincerely,
  
  ***********************************

  

  Business response

  02/23/2024

  I apologize for all of the delays and difficulties that we've encountered with this project, and I intend to make this right for you. We sent over an email requesting a signature and some additional details to proceed with the permitting process, so we'd appreciate if you could respond to that request. If you could also find out the costs of extending the roof permit, I'd like to see if there's anything we can do to help you with that. 

  Customer response

  03/12/2024

  Ok is already one more month and still waiting for this company to get the permits to reinstall my panels, i think they are playmg with us , no one call us to give us any update and the time is running. Another month without panels and my electricity bill so hight . I really want this company to finish my job and compensate us with money for been almost a year waiting for them to do something that was under contract. Thank you

  

  Business response

  04/04/2024

  Currently the situation regarding the permit is still in process. The city rejected our application and notated that they needed some additional details and revisions. Currently our engineering team is in the process of making those revisions, and once complete, we will resubmit the permit application. I will keep you updated as things progress with this job.

  Customer response

  04/04/2024

   
  Complaint: 21254749
  
  I am rejecting this response because: i am dealing with this problem for a year , and they are so un respectfully with this  problem first they was taking like 4 months to answer us and after that they come to my house reinstall the panels without permit and i call them to many time after that they come to take the panels out and request the permit and that was in January two months from today and now the permit was rejected !!!! Come on I dont believe that. To me they dont do it anything, my pannels are sitting in my patio and my electricity bill is increasing every day with the hot weather. So at this point I want haft of my money back and I will paid to other persons to do that for me. 
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My name is ********************* ****************************************************************** I called FPL because my bill so high they explain that my consumption is **** and the panel only does 300 to 600 not enough. My solar was installed 2018 ************ is very hard to receive help

  

  Business response

  01/17/2024

  Hi ******, We spoke yesterday afternoon about your concerns. I was able to look at your most recent bill, and we discovered a couple of issues that would contribute to a high bill. The first issue is that it is showing that you had a previous balance that rolled over from the month before. Because of that, the bill is about double of what they are trying to bill you for the month. The other issue I see is that you are enrolled in budget billing. The problem with that is that it will try to average out your electric bill so that you're always paying around the same amount every month regardless of usage or production. Because of that, your most recent bill came out to $263.10, even though you only used $70.60 of electricity. On this billing cycle, you can see 503kWh were sent back to the grid from your solar system. That doesn't represent the full production of your system, since you will also be using power that is being produced before you send anything back to the grid. For this billing cycle you used 446kWh from the grid. That number would be the net amount calculated after accounting for the power that you sent back. 

  I would recommend removing budget billing from your FPL account and paying off all open balances to ensure you see an accurate bill that reflects your usage.

  I checked your system on the Enphase monitoring portal and was able to confirm all devices are working fine and there aren't any issues that need to be resolved with the system. Over the lifetime of your system, you've produced 104% of the estimated production. Month-to-date, you've produced 91%, which is really good considering we've had a good amount of rainy and cloudy days this month. Your system is working perfectly. 

  I performed a yearly analysis of your solar production compared to the estimate. For the first 4 years, your system performed higher than the estimated amount. This past year there was about a month of time when the system wasn't producing, so based on the production guarantee, there will be a reimbursement of $147.05. I will be submitting that info to our accounts payable department so that a check can be made out to you in that amount.

• Initial Complaint

  01/15/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  **************** LLC me hizo estimado d 23 planchas solares (la venta, estudio de cantidad necesaria d planchas solares, gestion con el banco y instaladores Urban Solar).Haber evaluado mis ltimas 3 facturas despus d la instalacin,no ver cambios, me comuniqu con Luceyda(****************)y me indican q esta cantidad iba a estar cubierta 100%,mas la coneccion FPL no iba a pasar d $40.aprox. Goodleap finance,proceso el prstamo x 23 planchas. Urban Solar coordinaron el da de instalacion ya q todo estaba listo para instalar y aprob.por HOA, urb y inspeccin d bomberos, inpeccion con ingenieros dUrban Solar.Procedieron a intalarme 21 planchas sin aviso previ, y privndome de mis opciones.Dic 2022 instalaron los planchas, pero no se activaron hasta Mar2023, la cual no fue el acuerdo. Fecha acordada: Enero 2023. Llame insistiendo q la factura llegaba sin reduccin.El sistema fue instalado sin bateras por sugerencia d **************** formada por ********************************* y esposo.********************************* d Urban Solar envio un tecnico el cual detecto q no estaban funcionando por un problema tecnico, supuestamente arreglo en Mar.2023.El tcnico no entiende x q no instalaron las 23 planchas viendo suficiente *******.Le pedi explicacion a ***** de Urban Solar, el cual me dice q hubo un problema con el County no le permitieron los 23 planchas solares. Teniendo un plano aprobado por Urban Solar por 23 planchas.El cual me informa q se comunicaria a Luceyda (****************)directamente para resolver el problema,nunca ubo segimiento.De los incentivos por cambiar a energa renovable fue de $13,000 q me reembolsara al fin del ao cuando llegara los impuestos, cual no surgi. La informacion dado por ******* (****************).Urban Solar *****, se rehsa d atenderme y/o contestar mis numerosas llamadas. Ahora pago la factura mensual d FPL y la mens.del prstamo d los paneles solares, y la factura de la *** cual sige igual. Cualquier asistencia q puedan brindar sera fuera agradecida

  

  Business response

  01/16/2024

  Hi ****,

   

  Thank you for reaching out. I have been in contact with ******* at Goodleap and have attempted to reach you a number of times over the past couple of months to follow up on our proposed resolution. I know ******* has also reached out a number of times since we gave our proposal as well, but has not heard anything back. The reason that the system was downsized to 21 panels is due to space constraints on the roof. When the original system was designed, they did not take into account a 3 foot fire set back requirement that is necessary for code compliance. In order to comply with the code, the system was redesigned with the set back, but that resulted in the loss of 2 panels. That should have been reflected in a change order to the contract, which would reflect as a change in the loan. Since that was not done, we offered a proposed refund which would amount to about 2/23 of the loan and is an accurate proportion to the number of panels that were not installed. 

   

  I know ******* and I would love to get this case wrapped up, so please reach out to either of us with a response to our proposed refund. 

  Customer response

  01/17/2024

   
  Complaint: 21148233
  
  I am rejecting this response because:
  
  Dear BBB,
  
  I am writing to express my dissatisfaction with the response provided by Urban Solar regarding my solar panel system. I am rejecting the response because Urban Solar did not fulfill their contractual obligations. Furthermore, the existing solar panels are not covering the consumption of the daily electricity wattage, and if Urban Solar had informed us about the reduction of panels, it would have given us an option to opt out of a 25-year loan that is not providing what was proposed.
  
  I would also like to bring to your attention that Urban Solar never adjusted my contract to reflect the actual number of solar panels installed on my roof. The contract still states that there are 23 solar panels installed, when in reality there are only 21. I was never informed of this discrepancy before installation, and only found out when one of Urban Solars technicians came out to check why my solar panels were not working. In fact, the solar panels were not working at all when they were installed in December, and only started functioning properly in March after I had to call Urban Solar multiple times to report the ongoing issues. During this time, I was paying for 23 solar panels each month, even though my system only had ************************************************************************ that I actually had less solar panels than the ones needed to cover my electricity needs properly, and I was never informed of this discrepancy.
  
  Furthermore, Urban Solar provided two different reasons for not installing the full 23 solar panels: that they did not fit on the roof, and that the state or county did not approve them. However, both of these reasons are untrue, as all necessary approvals were obtained for the installation of 23 solar panels. Additionally, it does not make sense that Urban Solar claimed that the panels did not fit on my roof, as my next-door neighbor has 25 solar panels installed on their roof.
  
  Given these circumstances, I would like to request that Urban Solar remove their equipment, repair the roof, and cancel the contract with no penalties. I believe that this is a reasonable request given the circumstances.
  
  Thank you for your attention to this matter.
  
  Sincerely,
  
  *************************** ****

  

  Business response

  01/17/2024

  Hi ****,

  I understand your frustration and I'd like to do whatever we can to assist you. My proposal would basically reimburse you the difference in cost between the contract that you signed for 23 panels and what it would cost for 21 panels. With that difference, you could apply that to the loan to reduce the principal and pay it off sooner. 

  The two reasons for not being able to install **************************** the same. Because of the requirement for a fire setback, the system needed to be redesigned to account for the set back, and the result is that there is not enough space on your roof for 23 panels. The most we could fit is 21. That should have been brought up and cleared with you, and our proposed reimbursement is our attempt to make up the difference. 

  As far as your neighbor, please keep in mind that there are many different brands and sizes of panels, which all have different physical dimensions. Similarly, the roof in your complex is not uniform, so different units may have more or less space available depending on the roof design. Because of that, it's not possible to compare one system to the other accurately. 

  To respond to your request to remove the system, repair the roof, and cancel the contract - Urban Solar would not have the authority to perform those actions. The equipment is no longer Urban Solar property since it was purchased by you and financed by GoodLeap. Because of that, we would not be able to remove the system from your roof. Similarly, we do not have the authority to cancel the contract that you have with GoodLeap. You would need to work directly with them to come to an agreement like that. I can forward your message to ******* at GoodLeap to let him know of your intentions. We will work with GoodLeap on our end as well to come to a resolution. 

  Customer response

  01/26/2024

   
  Complaint: 21148233
  
  I am rejecting this response because:

  Lack of Communication Regarding Panel Count:
  
  It is unacceptable that the limitation of installing only ***************************************************************************************** installation process. Clear and transparent communication on this matter would have allowed for informed decision-making and prevented the present situation. The absence of such communication is not only a breach of trust but also a breach of contractual agreement.
  
  Inadequacy of Proposed Reimbursement:
  
  While the reimbursement offer for the cost difference between the contracted 23 panels and the installed 21 panels has been noted, it fails to address the substantial issues at hand. The reimbursement does not account for the months during which the solar panels were not providing the intended service, rendering the system inactive for the initial three months. This oversight resulted in undue financial burden and contradicts the fundamental purpose of the solar energy system.
  
  Moreover, the reimbursement does not adequately compensate for the breach of contract, misrepresentation, and the provision of false information that has transpired. Over the past year, I have diligently attempted to resolve these issues with Urban Solar, consistently reaching out for assistance. Unfortunately, my efforts were met with a persistent run-around, unanswered calls, unfulfilled promises of callbacks, and a general lack of responsiveness from Urban Solar.
  
  My concerns regarding the non-functional solar panels were brought to Urban Solar's attention well within the first three months of installation, only to be met with delayed and inadequate responses. It took three months for a technician to visit and confirm the non-functionality of the solar panels. From that point until now, it has been an uphill battle to obtain a response from Urban Solar.
  
  This prolonged period of unresolved issues, coupled with the evident negligence in addressing my concerns in a timely manner, further emphasizes the need for a comprehensive resolution that goes beyond the proposed reimbursement.
  
  Responsibility for Contract and Breach:
  
  While I understand your point about Good Leap handling the loan, it is imperative to note that Urban Solar bears responsibility for the contractual agreement. The failure to fulfill the terms of the contract, coupled with the misrepresentation of the system's capabilities, constitutes a breach that must be rectified. Consequently, I insist on the cancellation of both the contract and the associated loan without incurring any penalties. Additionally, the removal of the equipment, which was installed without my explicit consent due to the contract not being met, is crucial. The restoration of the roof to its original condition is equally essential to ensure the rectification of the breach.
  
  In light of these considerations, I kindly request that Urban Solar takes immediate and comprehensive action to address the aforementioned issues. I anticipate a resolution that not only rectifies the current situation but also reaffirms the commitment to ethical business practices.
  
  Sincerely,
  
  *************************** ****

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My problem is that we are installed the solar panel with this company like 6 year ago in our contract is reflected that if we need to move or do the roof the ******* will reinstall the solar panels. We did a new roof and since october 2023 we are in contact with the company to reinstall the panel and the answer is yes we are working on this but the time is running and my electric bill is to high and the solar panel are sitting in my patio

  

  Business response

  01/11/2024

  Urban Solar has been working with the homeowner on the reinstallation process. This is different than a normal reinstallation because the homeowner changed roof types and is requesting that we reinstall the system on a different roof plane than it was originally installed on. Because of that, it's causing some additional engineering work to be done. I am following up with our Engineering team to check on the status of this and will reach out to the homeowner with an update. 

• Initial Complaint

  01/02/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Transaction Date of Urban Solar (**) and ***************************-** (Job# BR7480) *****- 2022 Number of ** $$ Paid by JW to Dividend Finance (thru 11 Dec 2023) - $2,517.30 US-*** energy cost forecast to JW were US claims of reduce home electricity cost of $183/mo. - Actual Cost - $435-$500/mo. (this being between 135 - 330% higher than neighbors in the 2023 period without ***). Nature of Dispute: (1) **************** non-support / lack of - delivery, installation permits, startup permits delinquency and activation and optimization, inadequate support with solar ****************** (***) and operational issues. Total absence of local US or contract personnel for customer needs and support of ***. From the initial US sales rep initial contact to promote US - ***, there was misrepresentation of what US could do for ***************. From the time of signing the contract (09-22-2022), to promises to local US personnel and *** inventory access locally and office / warehouse facilities was deceptive information. Our *** was delivered 3-4 weeks later than originally stated and sat on our driveway in the weather elements for several weeks before the *** install. Damage *** resulted in +22 days to replace, and the install was delayed+30 days. The initial *** start up did not occur until 01-04-23 but delayed due to permits not obtained (and had to be done by me with no knowledge of the process). Hook up with local power company was attempted in late January, but Enphase equipment was not installed correctly. Since 01-10-2023 to now, I have been unable to get US and Enphase reps to correct my *** conversion issue, even after I provided Enphase contact info to US. On 10-24-23, I sent ***************** - US Director-OPS, an email with my problems and issues and emails *** system and followed with **** mail of my email and *** reporting docs and stated my request to remove their ***, refund me $2,517 (funds paid thru 12-11-23) and all debts of mine be removed related to the *** loan.

  

  Business response

  01/11/2024

  I spoke with the homeowner on January 3rd. He indicated there were a number of issues with this job and requested that I review a packet of correspondence that he had printed and mailed to our office. After reviewing, I tried to reach out via phone on Friday Jan 5th and again on Monday Jan 8th. *** texted me back on Monday afternoon indicating that he is out of town and will call back today, Thursday 11th. 

  After reviewing the packet that he sent, I can see there were some timeline issues on both sides. Once the system is installed, we require a *** (permission to operate) letter from the utility before the system can be switched on for export. It seems there was a delay in providing the name of the utility, and then an additional delay in getting the *** letter sent to us. 

  As far as the production and consumption concerns, it appears there might be some misunderstandings due to the consumption CT's not being installed correctly. The consumption readings appear to be mirroring production, which is incorrect. One thing to note - consumption readings will not have any effect on production and the system will produce power normally even with incorrect consumption readings. The consumption readings are also not used for billing purposes and are only for monitoring purposes with the homeowner. Incorrect consumption readings will not affect the electric bill. 

  To me, it seems the best course of action to get the system reporting correctly is to have a technician out to fix or correctly install the consumption CT's so there is accurate data on the Enphase portal. 

  Customer response

  01/11/2024

   
  Complaint: ******** || Memo Ref # JW / ***** C / ****
  

  Hello Ms. ****** (*************************************@bbbsefl.org)

  *************************** - Service Manager of Urban  Solar 

  I am rejecting this response of Urban Solar because:

  #1 - explanation info provided to ***************** - UrbanSolar (US) Director of Operations in the two attached documents (10-23-2023) completing explaining how US company failed in numerous ways as a vendor 

  #2 - I sent to ***************** on a complete packet of supporting documents and emails on 08 Nov and signed and for by US personnel of **** delivery receipt on 13 Nov @ 5:32 PM  

  On January 3, ****, *************************** - new US employee as Service Manager for ***************** to discuss my information. **************** had no idea of the information I had sent to ****************** 

  In the email response on this matter from **************** related to my Complaint ID: ********, his comment that there was a delay from starting our system up due to me not providing them with the utility company name for export was delayed in providing to US. That is not accurate and I have the email proof to reveal that I was tasked with getting all the permits and hook *** locally, which US said they were going to take care of. US dropped the ball on this job for over a year and has failed miserably as a company in all capacities (as stated in my two emails / letters to ************ on 23 Oct 2023_

  My support documents I have provided to US - ***************** reveal US was incompetent in their vendor / service duties grossly. My 3 requests to deal with this issue were clear in my letters (attached to US):

  1- them come get their solar panel equipment

  2 - US and Divided Solar Group Loan Group refund my $2,512 paid to date and

  3 - US and Divided Solar removed me from any further payments and liability of this transaction. 

  I will attempt to call you tomorrow (Friday - 12 Jan ****) to address any questions you may have. Thanks for all you are doing on this matter. 

  Sincerely,
  

  ***************************

  (m) ************ (e-m) ******************

  

  Business response

  01/16/2024

  Hi ***,

  In regards to getting the system removed and loan cancelled, that's not something that Urban Solar would be able to do. You would have to reach out to Dividend to discuss with them if there are any options for you to get out of the loan, since the loan with with Dividend and not Urban Solar. We would not be able to remove the system because the system is financed with Dividend, so they will also have claim to the materials as well. 

  I would be happy to discuss this over the phone as well if you'd like. Right now, the best thing I can do to help with your concerns is to schedule someone to take a look at the consumption CT's. Let me know if you'd like me to get that set up.

  Customer response

  01/17/2024

   

  From: ***************************
  Complaint Ref:21087170 || Memo Ref # JW / 01-17-B / ****
  Subject: Rebuttal to *************************** Urban Solar (**) response on 11 Jan ****
  
  Hello Ms.****** *************************************************************************** am rejecting the response of Urban Solar (US) Service MGR - *************************** for the reasons that follow. The information is factual and the reasons I have contested this matter.
  
  Gaslighting a form of manipulation and misrepresentation where the manipulator individual(s) and/or group attempts to make their customer or home owner believe what is happening isnt actually happening and reality is untrue, even though shown the proof. US team for over a year failed to respond and react to their US system problems.  
  
  #1 my written explanation info sent to ***************** - UrbanSolar (US) Director of Operations in the two attached documents (10-23-2023) documenting and explaining how US company failed in numerous ways as a vendor to their US solar system equipment and installation issues, from day one (October 2022) of equipment delivery and continued to this day in January ****.
  #2 - I also sent to ***************** for follow up, a complete packet of comprehensive hard copy supporting documents and emails on 08 Nov, which were received signed and for by US personnel at their HQ by **** delivery with a firm hard copy receipt obtained on 13 Nov 2023.   
  On January 3,****, *************************** the new Service Manager, with US, had 2 months of being with US, working for *****************. On his first call to me to discuss my complaint and account, **************** had no idea of the information I had sent to *****************. He had not been given the hard copy info I sent him. 
  #3 in my two (2) emails sent to ***************** on 23 October 2023, I stated my complaints of the US solar system, I quantified my reasons for my dissatisfaction of the entire US job for my home, which included (this can be seen in more detail in my two emails sent to ************ on 23 Oct 2023):
  Misrepresentation of the US solar system and financial ROI value by the US sales rep *************************** who came to my home and presented their solar system economic ROI and savings I would be able to achieve as well of the false US support services that would be provided by US.
  We had delinquent and damaged initial US solar equipment delivered, which delayed the start up by ***** days.
  Post US solar equipment installation start was delayed by failure to have all the permits obtained before the start up could be done.   
  Full US solar system commissioning was done without a key solar conversion tool (Enphase/Enlighten) operating properly to determine the amount of excess solar power was being forwarded to the local power company that would reduce our total monthly electric bill. The Enlighten conversion tool, to this day, has not worked properly, since I provided US personnel in their HQ Operations the contact info on a key Enphase Enlighten equipment specialist to contact and discuss.
  The loaner provider of our UrbanSolar (US) (Dividend Solar-Finance) who were drawing our monthly payment direct from auto-draft from our bank, had stated in their documentation to us, if any issue(s) or questions on the US home system, to contact UrbanSolar. There were numerous times when I attempted to reach key US ************ leaders asked for explanation why our home US system was having operation issues and I did not get replies or service support action (verification of these requests are in the hard copies of emails sent via **** to ***************** on 23 Oct 2023.               
  In the email response by *************************** - US, of my Complaint ID: ********, his comment stated there was a delay from starting our US solar system was due to me not providing them with the utility company name for export was delayed in providing to US.That is inaccurate. I have the emails and proof to reveal that I was tasked with getting all the permits and hook *** locally, which US said they were going to take care of. US dropped the ball on this job for over a year and have failed miserably as a company in all capacities (as stated in my two emails /letters to ************ on 23 Oct 2023).
  I will be 70 years old come 04 Feb ****. My wife is now 65. We have been so stressed out beyond what we ever had thought it would be like, due to the misrepresentation of UrbanSolars execution and inadequate support of their solar equipment system and services.A major amount of the information related to the problems we have incurred with UrbanSolar has been sent to ***************** and can be reviewed by BBB and any other group(s).         
  My support documents, along with full explanation and support documents, have been provided to UrbanSolar (UB) Operations and Support leadership to reveal USs incompetency in their vendor/service duties. I cannot continue with this agreement. My 3 requests, to bring closure with our account with US and Dividend Solar issue were clear in my early emails (attached to US).
  1 ** should plan to come to our home and get their solar panel equipment
  2 - US and Divided Solar Group Loan Group refund my $2,512 paid to date and / or whatever the current balance paid to date.
  3 - US and Divided Solar expunge me, ***************************, from any further payments due, cease all monthly payments outstanding and acknowledge that no liability of this transaction and the US equipment will be my responsibility. 
  Thanks for time and efforts to evaluate this claim. Best regards.
  
  ***************************
  (m)************ (e-m) ******************
  **************************************************************
  

  Customer response

  01/17/2024

   
  Complaint: 21087170
  
  I am rejecting this response because:I am rejecting the response of Urban Solar (**) Service MGR - *************************** for the reasons that follow. The information is factual and the reasons I have contested this matter.
  
  Gaslighting a form of manipulation and misrepresentation where the manipulator individual(s) and/or group attempts to make their customer or home owner believe what is happening isnt actually happening and reality is untrue, even though shown the proof. US team for over a year failed to respond and react to their US system problems.  
  
  #1 my written explanation info sent to ***************** - UrbanSolar (US) Director of Operations in the two attached documents (10-23-2023) documenting and explaining how US company failed in numerous ways as a vendor to their US solar system equipment and installation issues, from day one (October 2022) of equipment delivery and continued to this day in January ****.
  #2 - I also sent to ***************** for follow up, a complete packet of comprehensive hard copy supporting documents and emails on 08 Nov, which were received signed and for by US personnel at their HQ by **** delivery with a firm hard copy receipt obtained on 13 Nov 2023.   
  On January 3, ****, *************************** the new Service Manager, with US, had 2 months of being with US, working for *****************. On his first call to me to discuss my complaint and account, **************** had no idea of the information I had sent to *****************. He had not been given the hard copy info I sent him. 
  #3 in my two (2) emails sent to ***************** on 23 October 2023, I stated my complaints of the US solar system, I quantified my reasons for my dissatisfaction of the entire US job for my home, which included (this can be seen in more detail in my two emails sent to ************ on 23 Oct 2023):
  Misrepresentation of the US solar system and financial ROI value by the US sales rep *************************** who came to my home and presented their solar system economic ROI and savings I would be able to achieve as well of the false US support services that would be provided by US.
  We had delinquent and damaged initial US solar equipment delivered, which delayed the start up by ***** days.
  Post US solar equipment installation start was delayed by failure to have all the permits obtained before the start up could be done.   
  Full US solar system commissioning was done without a key solar conversion tool (Enphase/Enlighten) operating properly to determine the amount of excess solar power was being forwarded to the local power company that would reduce our total monthly electric bill. The Enlighten conversion tool, to this day, has not worked properly, since I provided US personnel in their HQ Operations the contact info on a key Enphase Enlighten equipment specialist to contact and discuss.
  The loaner provider of our UrbanSolar (US) (Dividend Solar-Finance) who were drawing our monthly payment direct from auto-draft from our bank, had stated in their documentation to us, if any issue(s) or questions on the US home system, to contact UrbanSolar. There were numerous times when I attempted to reach key US ************ leaders asked for explanation why our home US system was having operation issues and I did not get replies or service support action (verification of these requests are in the hard copies of emails sent via **** to ***************** on 23 Oct 2023.               
  In the email response by *************************** - US, of my Complaint ID: ********, his comment stated there was a delay from starting our US solar system was due to me not providing them with the utility company name for export was delayed in providing to US. That is inaccurate. I have the emails and proof to reveal that I was tasked with getting all the permits and hook *** locally, which US said they were going to take care of. US dropped the ball on this job for over a year and have failed miserably as a company in all capacities (as stated in my two emails / letters to ************ on 23 Oct 2023).
  I will be 70 years old come 04 Feb ****. My wife is now 65. We have been so stressed out beyond what we ever had thought it would be like, due to the misrepresentation of UrbanSolars execution and inadequate support of their solar equipment system and services. A major amount of the information related to the problems we have incurred with UrbanSolar has been sent to ***************** and can be reviewed by BBB and any other group(s).         
  My support documents, along with full explanation and support documents, have been provided to UrbanSolar (UB) Operations and Support leadership to reveal USs incompetency in their vendor/service duties. I cannot continue with this agreement. My 3 requests, to bring closure with our account with US and Dividend Solar issue were clear in my early emails (attached to US).
  1 ** should plan to come to our home and get their solar panel equipment
  2 - US and Divided Solar Group Loan Group refund my $2,512 paid to date and / or whatever the current balance paid to date.
  3 - US and Divided Solar expunge me, ***************************, from any further payments due, cease all monthly payments outstanding and acknowledge that no liability of this transaction and the US equipment will be my responsibility. 
  Thanks for time and efforts to evaluate this claim. Best regards.
  
  ***************************
  
  Sincerely,
  
  ***************************

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