Complaints

• Initial Complaint

  10/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our solar panels must be removed so we can get a new roof. Our roof is leaking where solar panels were put on. We already have the money for the roof. But Urban Solar has not responded to any of my phone calls to come remove panels temporarily and replace them after the new roof is finished. This is holding up our roofing company and meanwhile, our roof is leaking and creating mold inside our home.

  

  Business response

  10/25/2023

  We have reached to **************** already. I have called and left VM and texted her as well. Waiting for a response from them to assist on their issue. 

  

  Business response

  11/08/2023

  Good afternoon, 

  I have been in contact with both **************** and ****************. Based on our findings, we will not remove the panels since its not stipulated in their contract. Nonetheless, we have a company that does that for us. I've asked **************** if he ***************** to forward his contact information to this company in order to provide them a quote for the removal. He gave the ok, to move forward and he has been contacted already by this company. They still have not responded to them. This claim is not accurate and customer needs to respond to the calls and emails sent. Please see attached screen shots of texts between myself and the customer and Detach & Reset and the customer. Anything else, please let me know. 

  Thank you 

• Initial Complaint

  09/19/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  When contract was signed.first page stated i would get either a credit back or a check in the mail with amount of $792 dollars.Contacted many times via my sales rep *******(works for Urban Solar). He stated he opened a ticket after many times telling him after the first few months after signing contract and he stated he followed up with the according ****** I have not received the money due yet to this day. I am seeking the money owed . URBAN solar are required since it in their contract to fulfill written promise.Sincerely ************

  

  Business response

  10/04/2023

  Good afternoon ******************, 

  As per your contract stipulates, the first (6) months of your loan ($132.03/month) are to be covered by Sunbright which is the company that sold you the ** system. Urban Solar is only the company that installed your ** system. Urban Solar does not have any debt to be paid in regards to the $792 owed to you. *****************************, who was your sales rep. when you sign the contract for your ** system works directly with Sunbright. This complaint needs to be directed to Sunbright and not Urban Solar. Any questions, Please feel free to let me know. Thank you 

   

• Initial Complaint

  09/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing this after months of trying to communicate with Urban Solar to get my panels up and running. This has been the worst contractual experience ever, as a lack of honesty and communication has marked it. Solar panels were installed on my home prior to Thanksgiving of 2022, with payments beginning in January of 2023. Although I started to pay in January, my panels were not yet up and running as there was a hold up with ****************** and their middle man. At first, my project manager, ******, was responsive and informed me there would be no issues. That I would receive reimbursements for every payment made while my panels were not yet functioning. It is now September, and Urban Solar has received their monthly payments as agreed upon, while I was only reimbursed for the first two months. I have tried to reach out to my project manager, leaving message after message with no return. Her assistant ******* has been helpful and responsive to a certain degree, but I am still without working panels almost a year later. It is now September, and I have a $300 electricity bill and an almost $200 bill for non-functioning solar panels. I was also made some promises by ****** and ****** before signing up that have yet to be fulfilled; any attempts to contact them have gone unanswered. At this point, I am beyond fed up, which is why I am here with this overdue complaint. I am very disappointed in their lack of communication, honesty, and urgency in this matter.

  

  Business response

  09/22/2023

  Good morning ******************, 

  Thank you for speaking with me yesterday. As per our conversation, we are working on getting your system serviced and operational. You have my direct contact number and feel free to reach out with any other concern.

  Thank you 

• Initial Complaint

  08/23/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed a contract with Urban Solar to receive solar panels, a new roof, and a new HVAC unit. After signing the contract I was told there would not be enough financing to include the ***** I was very upset about that, but I decided to let that go. Now the company is refusing to pay for the roof that they agreed to include in the contract. The roof has already been installed but they are refusing to send payment to the roofing company, and are claiming that I am responsible. They owe $13,000 to the roofing company, and I will not be sending any payment to Urban Solar until the balance due for the roof has been satisfied by Urban Solar.

  

  Business response

  08/31/2023

  Good Afternoon *******, 

   

  After inquiring internally, This issue has been resolved. Please feel free to make contact with me at the information below if you have any other questions comments or concerns.

   

  Thank you,

   

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

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

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

   

• Initial Complaint

  08/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company's representative came to us that they would be able to provide us with solar panels that would cover all the electricity that my house uses on monthly basis. knocking basically our electrical bill almost in half. everything seemed great. they said that they would be taking care of everything I wouldn't have to do anything, like get permits, speak with the electric company, installation and everything. which they did. they installed the panels within 6-8 weeks. these panels are currently sitting on the roof of my house of no use. the city did not approve the such a big system. for example the system that they placed on my house was a system that would produce approximately ****** ***** a month, the city only approves ******. so therefore I have a solar panel system on my roof that is not currently in use. no one has done anything about it. the other thing is in order to have the system covered by insurance the went out and took out and extended insurance for my house with out asking me. when I called them to find out what that was about cause I received a letter telling me that I had up to about a million dollars extension to my house insurance they said that I needed it to cover the panels and they would cover it for the first year. there is currently a leak in part of the roof where the two panels meet. they have been called various times to no avail.

  

  Business response

  08/17/2023

  Good Afternoon, 

   

  This response is to inform you that our ****************** and Field Operations Manager have been notified and provided your contact information. Please expect to receive communications from them within the next few business days. 

   

  Thank you, 

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

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

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

  Customer response

  08/23/2023

   
  Complaint: 20485227
  
  I am rejecting this response because:

  
  I have been very patient with them and they just saying the same thing for almost a year now. 

   

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

  

  Business response

  09/12/2023

  Good Morning ******,

   

  We apologize for the inconvenience. We would like to make contact with you to begin resolving this issue. Please feel free to contact us at the information below:

   

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

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

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

• Initial Complaint

  08/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against Urban Solar Group regarding their lack of responsiveness and failure to address a critical issue. My experience with Urban Solar Group has been marked by a complete absence of communication, despite my attempts to reach out through various channels.Approximately three months ago, I contacted Urban Solar Group due to a recurring leak in the ceiling of my master bedroom. This is the third time I've faced this issue, and it is causing significant damage to my property. After reaching out to Urban Solar Group for assistance, they initially sent a crew to inspect the problem over a month ago. However, since then, there has been no communication, and the situation remains unresolved.I have made numerous attempts to contact Urban Solar Group through phone calls, emails, and messages on their website, yet none of these attempts have yielded any response. This lack of communication is extremely concerning, as the leak continues to cause damage to my property and poses a risk to its structural integrity. I find it disheartening that my repeated efforts to seek assistance have been met with silence.I believe that it is within my rights as a customer to receive timely and effective communication, especially when dealing with a pressing issue that affects the safety and condition of my home. It is also worth noting that Urban Solar Group's lack of response is in ***** contrast to the prompt attention that is typically shown to BBB complaints.I kindly request the following actions:An immediate response from Urban Solar Group to address the ongoing leak issue in my master bedroom.Clear communication regarding their plan to resolve the leak and the timeline for carrying out the necessary repairs.Regular updates on the progress of the resolution process to ensure that my concerns are being addressed and the issue is being rectified.I am disappointed by the current state of affairs and the lack of accountability demonstrated by Urban Solar Group. I hope that my complaint will prompt the necessary action and communication to address this urgent matter.I trust in the Better Business Bureau's commitment to consumer rights and fair business practices. I appreciate your assistance in facilitating communication between myself and Urban Solar Group, and I look forward to a timely resolution.Thank you for your attention to this pressing matter.

  

  Business response

  08/17/2023

  Good Afternoon,

   

  Our Field Operations Manager has attempted to make contact with you. While we will try multiple times to establish contact so that we may seek a resolution, I encourage you to check your messages and reply so that we may begin the process. 

   

  Thank you,

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

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

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

  

  Business response

  08/17/2023

  I spoke to Me. ****** this afternoon - He will get a call from our roofing company to do an inspection on his roof and assess the issue. He also has my direct number.

  Customer response

  08/18/2023

   
  Complaint: 20484675
  
  I am rejecting this response because: although I did in fact speak to someone yesterday after filing a complaint, i'm still awaiting a call from someone to schedule a roofer to come out to assess and repair leak.  Based on the continued poor communication, I prefer to have the repairs and panels reinstalled before closing the complaint out.
  
  Sincerely,
  
  *************************

  

  Business response

  08/24/2023

  I have reached to this customer and even texted him and no response. I texted him again notifiying him our roofer will contact him to schedule a service appointment - Waiting for a response from this customer.

• Initial Complaint

  08/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  When they installed a solar system on my roof we have leaks, and shingles missing. I called the Company, and to no avail, no contact, even after several attempts by phone or email, it seems they have no regard for the customer. So, they never answer them the customer support is non existent. Sun, is a blazing in *******, and I keep getting error messgaes about the panels.

  

  Business response

  08/14/2023

  Good Afternoon Aarion, 

   

  We have located your file and have passed this on to service. Please expect a designated representative to make contact with you soon to begin on a path to resolution. 

   

  Thank you,

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

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

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

• Initial Complaint

  07/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my solar installed in June 2021. I have been happy with how it works, but there is one thing I have been trying to get resoved to no avail. The main electrical panel on the outside of the house, after the City inspected the work and approved it, they never put the interal cover back on and I found this out a few months ago when I had a home inspection. I called Urban Solar and emailed them as well several times and I keep getting the response, we will call you back. I had an electrician look at the panel and he told us that the way they did the wiring, there is no way they would be able to get the cover back on. I NEED this taken care of as it will not pass inspection with the insurance company. Also they had a hot water tank installed and they plumbing company failed to get a permit from the City.

  

  Business response

  07/24/2023

  Good Morning ****,
  
  We sincerely apologize for the inconvenience this has caused you, After thoroughly reading through your complaint, I have contacted our service department with the issue at hand and a member of our team will be reaching out soon. 

   

  Thank you,

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

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

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

  Customer response

  07/29/2023

   
  Complaint: 20363181
  
  I am rejecting this response because:

  Since I received notification of their response from BBB, I still have not heard from anyone at Urban Solar. Until I do I will not accept their response.
  
  Sincerely,
  
  *************************

  

  Business response

  07/31/2023

  I spoke to ******************** this morning - She will have her electrician provide a quote for the replacement cover/box and Urban Solar will take care of the cost. If her electrician is not able, Urban Solar will have its own team assess the issue and repair what is needed.

  Customer response

  07/31/2023

   
  Complaint: 20363181
  
  I am rejecting this response because: until everything has been completed as stated.  I want to be sure it gets taken care of.
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/28/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Urban Solar Group had solar panels installation done on my roof on 03/29/2023, the first payment for the finance amount (76k) was due on 06/01/2023, giving enough time to inspection and activation.For some reason the panels layout was changed and required a new approval from the ******************* **. The City gave their approval on 04/21/2023 and Urban Solar did not take any action until I contacted them on May 16 then they scheduled and inspection on 05/24/2023. The inspector came on time and left before Urban Solar tech showed up, then they rescheduled and got it done the following week.In the meanwhile, we got to June 1st and my first payment was due. I explained to my Project Manager ***************************** that I wanted a refund because they were a lot of misses on their part and I should not be paying my electric bill plus my solar energy bill at the same time. The main reason we went solar was to stop the electric bill.After back and forth, I requested to speak to her supervisor, she never reply to my email. During a phone call on 06/14/2023 with ****************** requested a resolution to my request and she asked me to send her a copy of my payment receipt, I did then never got back from her.As of today 06/28/2023, the inspection is done but the service is still not activated yet. So my next payment is due 07/01/2023 and I still have my electric bill to be paid at the same time.I request a refund of $215.89 X 2 = $431.78 I attached the following documents - City approval date - email exchange - notice of completion

  

  Business response

  07/26/2023

  Customer had delays on permit revision after system was installed - AHJ had delayed process of revision and there were delays on Urban Solar as well. This caused for customer start to pay loan before project had received PTO. Customer is already in process for PTO and all inspections passed - Called customer to follow up on case and regarding his payments - left VM and text as well. 

  Customer response

  08/01/2023

  I was contacted by the business to try to work out a solution on 07/28/2023.  On 07/31/2023, I provided to the Business as requested proof of payments I already made. I'm waiting for the Business to review the documents and get back to me. I'll update on 08/07/2023 if I get a response from them.

  Thank you. 

• Initial Complaint

  06/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After they installed a solar system in my roof we have leaks, we called the Company the hired them as contractors, they have a case number sent to Urban Solar, but haven't been contacted even after several attempts by phone or email, it seems they have the phones as an ornament, as they never answer them the customer support is non existent, ghost.

  

  Business response

  06/28/2023

  Good Day ****,

   

  Per our internal records this issue is resolved. Please make contact with Dax V if you are not pleased with the resolution. 

  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. ↩