Complaints

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi ,I have contacted us solar when *************************** was working with them via emails that I have regarding my roof needed to be done prior to the solar panels being placed . I dont see in the contract where I am responsible for payment of the solars being taking off and replaced when a new roof is needed. My roof is over 5 years old and they knew this when selling me the solar panels . I was told by the sales rep it was covered to take off and replace by company when roof gets replaced . They dont offer replacing roof but they offer a new water heater . Due to home insurances in the state of ******* my roof needs to be replaced . I have called and was given a quote to remove and replace the solars however I was not told I would be responsible for an out of pocket expense and was told different. My roof needs to be replaced and in my contract I dont see that either being my responsibility of ******. My other concern is warranty of solars to be granted. I need a new roof and need original company that sold solar panels to remove and replace to honor the promise given by rep/seller at time of purchase of solar panels .

  

  Business response

  05/01/2024

  US Solar understands the process to have a roof replaced is a stressful and costly process. The cost  to remove and replace the panels is not included in the contract nor is it covered by US Solar. Perhaps ********************* misunderstood when she was speaking with her Sales Representative. We have let clients know of a roofing company that will add the cost to roof replacement so clients do not have to pay the fee up front. 

  Previously we quoted a price of $11,100.00 to remove and replace her panels. We are now able to reduce this cost to $4500.00 to help relieve some of the financial burden. Warranty will still be honored if panel removal is done by US Solar or a *************** that is also a licensed  Solar Contractor. 
  

  
  

  Customer response

  05/03/2024

  Hi . I don't recall being told I would be responsible to pay for removal and replacement and/Or there were no examples of the buyer having to pay the replacement of panels, if your roof is due for renewal/or replacement the only thing they highlight is warranty.  There's no examples of a warranty not covered or a buyer has to come out of pocket if your roof needing to be replace on schedule not do to a storm or damage by a.i would suggest they making that very clear when the sales representative sits down with a potential buyer. I remember the sales representative telling me I was not responsible . I even reached out to ***** because I was concerned that a new roof should have been placed prior to the solar panels being placed . All my neighbors that have solar panels the company replaced their roof prior to installation of panels . 
  Complaint: 21615963
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  

  Business response

  05/10/2024

  US Solar  understands Mrs. ********* concerns, contracts show details of the warranty coverage, Roof Penetration, Workmanship, and Manufacturer Warranty. And what is excluded under the warranty coverage.  Roof replacement is not described in the contract since US Solar does not sell roof replacement options. Client did speak with **********; several months after panels were installed. They discussed if the roof was inspected to determine if it needed to be replaced prior to installing panels.  Condition of the roof is evaluated in the beginning stages of the process to make sure panels can be installed safely. Installers also  double check the roof condition the day of installation. 
  
  

  Customer response

  05/13/2024

   
  Complaint: 21615963
  Hi, 

  my roof is in need of being replaced since last year . This has been dragged out too long. When I spoke with the sales person he told me I will get a new roof if I get solar panel that was the reason why I got the solar panel because I needed a new roof and solar panel was a bonus. And now The installers came in and set up solar  without my roof being installed so now the *********** that I had trust in *** solar is charging me 4500 to put a roof in when this shouldve been done correctly from the beginning. I should not be charged for someones errors mistakes and miscommunication. I would like the job to be done correctly as I was promised with the warranty by the sales rep in *** solar. My roof is also being charged by a roofer that each quote is being increased due to supply and demand . Im losing out on getting my roof replaced and having to pay more for the roof replacement due to having to have solar panels taken off and replaced by us solar and a charge of now ***** that yall are offering along with the roof company charging ****** to ****** another out of pocket expense which Im not asking for both solar panel removal /replace and a new roof for  us solar to pay . All  asking for is us solar to take responsibility for taking off panels and replacing them with full covered warranty so I can get my roof replaced. My dwelling place / roof over my head and kids which is in need of being replaced ASAP . This is an emergency request Ive been asking for a while . Please understand as a customer what  predicament Im in as a mother . 

  
  I am rejecting this response because: we did discusss the need for the roof to be replaced and all if not most solar companys have replaced their clients roof prior to installation of the panels. All my neighbors have a new roof prior to installation of roof 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  02/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We were informed that stored solar energy produced would cover charges during long periods without sun, this has not been an equal exchange of overproduction and use when active solar is not available. We were also informed that our bill would go up in 2024, but that we would receive a tax refund that we could pay onto the bill to reduce the price to its original quantity. That is also not the case. I would like the promised adjustments to my account to keep our bill at the 2023 quantity

  

  Business response

  03/01/2024

  US Solar strives for excellent  Customer Satisfaction, we looked over Mrs. ********* account. Checked the production of the system  and compared it to the proposal and found it to be within margins  at -7%, we allow -10% for weather. (see attached) Since the system is slightly  underproducing there is not ******************* with the power company. System would have to be overproducing for that to apply. 

  We inform clients about the Tax Credit and advise them to discuss with the *** or their tax advisor since it is based on tax liability. We shared the production check results with Mrs. ************* and advised to call our *********** team if she has any additional  questions. 

   

   

• Initial Complaint

  01/19/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On or about May 3, 2021, my husband and I entered into contract with US Solar to install solar panels on our property at ********************************************************* (installation was completed on 6/25/21. We were told by their sales person (*********************, who is no longer with US Solar) that we would be covered at 100% or close to that percentage for electricity (which is the reason we went ahead and had the panels installed at the cost of $72,784.00). We were also told we would only have to pay the electric company ************* for the meter rental, applicable taxes and in some rare instances, small charges for electricity overages. The understanding was if we got large bills, US Solar would reimburse us because this should not happen. I should mention, we received a few checks in the beginning for large bills but they have stopped the reimbursements and have made halfhearted attempts to communicate with us or find a solution to the problem we are having with our large electric bills. My husband has sent numerous emails to US Solar for reimbursement and resolution of the issues (copies of the Billing and Activity pages from *********** are attached for your reference). As of recent, we have had no communication from them regarding resolution of this matter. We are seeking the BBBs intervention to try to get US Solar to honor their contract with us and make us whole for the expenses we incurred. Additionally, we would like to have them make the necessary changes to our panels (if thats the solution) so that our electric bills are within the range promised. If the bills we are receiving are correct and within average range, then we were definitely misled by US Solar. We are seeking reimbursement for large electric bills and a solution to the issue of power consumption.

  

  Business response

  01/26/2024

  US Solar is sorry to hear ******************* has not been satisfied  with our attempts to resolve her concerns. We have gone  beyond out contractual  obligations  as our contract does not guarantee  production. (Contract attached) However, we try to keep production within a ten percent margin accounting for weather. Production check in 2022 showed system was at -15% off peak. Notes indicate that July-September  2022 home did consume **** kwh more than the prior year. We installed 4 additional  panel in April 2023  at no cost to ********************  October 2023 we installed a sense device, this allows clients to closely  monitor all appliances  in the home  also at no cost to *******************. Production check for all of 2023 was at -10%. (Report attached) 

  Reimbursements are only given in the first year after system is turned on. They are generally for loan payments due prior to system on and under production within the first year. 

  Tree trimming was included in this deal, trees were trimmed in 2021. We recommend  maintaining  for best production of panels. Checked Enphase monitoring  app for the past seven days. Panels produced more than the home consumed. (See attached) 

• Initial Complaint

  11/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Us solar company . Came to my house offering to install solar energy in my house. They told me my bill would be just 30% of what I was paying to the electrical company. I believed in them They came and installed the service. In 2021 I believe. By 2022 nothing changed my Bill stayed the same. Actually now I had a extra to pay that was the solar equipment . That is almost 200 dollar monthly. I kept calling them and asking them to fix the problem. Thy never did, actually at times they were even hash with me on the phone. Today is 2023 and i'm still waiting to see what is the benefit of getting this ************ nothing works and actually I'm paying more then before and I can not affott this extra. This solar energy is a scam I hope they can punish them for what they are doing with people.

  

  Business response

  11/17/2023

  Our *********** Team has looked into Mrs. *************** complaint about her system not working. We did production vs proposal  in December  2022 for ******************* and system offset was -2%. In February  2023 we checked for *****December offset was -2%. In August of this year we check system for ******* -July offset was -1%. I recently  checked for all of 2023 ******* - October is  and system is over producing by 1%. This system is working well within margins, we allow -10% to factor in for weather. 

  We design every  clients system based off power consumption  from the previous year.  The above margin offsets do show system was designed as intended  to cover consumption of the home. If ********************* continues to have higher than expected  power bills this is due to over consumption. And possibly  an increase in fees from her power company . 

  A member of our team will call ********************* to review , we will also recommend  that she contact her power company  to ask for an energy  audit. This should help to determine  if there are was to help lower power consumption  in the home. 

  We strive for customer satisfaction and will assist  Mrs. ************** any way we can to help her resolve  this issue. 

  Customer response

  11/18/2023

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

  When I accepted their service I was told that I was going to save 75% of what I was used to pay. And this is not happening. In the hot days here in ******* I used to pay 500 or close to 500. Now  in the summer I paid 465 . I asked the electrical company and they said I saved 36 dollar. Now do the math, saving 36 dollar Plus paying 175 on equipment.  Plus a insurance that Seco is requesting from me. Where is my saving? Where? 
  
  Sincerely,
  
  *******************************

  

  Business response

  11/24/2023

  US Solar strives for excellent customer service. Upper management  is reviewing all the details to see if there are any options to find a solution. We  will be in contact with ********************* soon. 

  Customer response

  11/27/2023

  
  Complaint: ********
  
  I am rejecting this response because: long time that I m trying to get help and no one is listen. I'm going to higher uppers 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  09/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted US Solar to discuss the removal and reinstall of our solar panels due to needing roof repairs after a hurricane. Originally when we purchased the solar panels, the sales **** ********************* assured us that as a one time courtesy, the removal and reinstallation of the solar panels would be free. We confirmed there were no stipulations and all we had to do was call US Solar to have that done. I called US Solar on 09/06/2023 and was told that was completely untrue. Explaining that is what we were advised when we questioned it at the sale, the customer service rep said she would look into it and call back. She called back a few days later explaining that **** never said that. I asked to speak to a supervisor to further discuss the incorrect information provided. I was told I would get a call back in a few days. It's has now been well over a week and I have not been contacted. The sales tactics this company uses are unethical. This wasn't the first untire thing that we were told to get us to buy their solar panels and there is an excuse every time for why we were told otherwise. In the end, they usually equate it to calling us liars.

  

  Business response

  09/28/2023

  Our contract here at US Solar do not state we will do a one time panel removal/put back free of charge.  Perhaps there was a misunderstanding as this deal was signed in 2019. We know this can be a costly and stressful  situation , we will assist and cover the charges  this one time. A member of our team will reach out to Mr. and ***********************.

• Initial Complaint

  08/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This company calls me from different phone numbers ( I block them all) 15- 20 times a week. This has been going on for months. I have told them atleast **************************** My number is on the do not call list. I'm tired of being harassed every day from this company. Please help to stop they unwanted phone calls.

  

  Business response

  09/14/2023

  Hello, sorry to hear Mr. ************** has been getting calls of this nature. These call are not coming from our company, as we never call anyone for the purpose of solicitation. Also we are solely  based in *******.  We are US Solar Squared, LLC , *****, ** perhaps  there is another  company  doing business as US Solar. I do hope you are able to find a resolution  for  this inconvenience . 

  Customer response

  09/15/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  08/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased solar panel from *** Solar its not working like they explained it to us. They told us that the electric would go down but I have not seen anything with my bill. They dont answer the phone when I try to them.

  

  Business response

  08/18/2023

  We have been working with ****************** ( primary on account ) and *********************** to resolve the issue of higher power bills. We re first complaint July 17, 2023. At this time our *********** Team requested client to send power bills so we could do a Billing Analysis. This requested was never completed so we were unable to assist with this issue. Client called back on August 10th report still having an issue with high power bills. At that time we did a production vs Proposal and found system was working with in margins. We sent an email to client explain the findings. We also noticed a few panels slightly underproducing , we created a service work order. On August  15th  we had a tech check on the system and found two micro inverters needed to be upgraded, a case was opened with Enphase. System has been monitored  and all panels are producing. 

  We strive to maintain  excellent  customer service. Hope this process was  satisfactory.  

   

• Initial Complaint

  07/12/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  False advertisement

  

  Business response

  07/20/2023

  We are working on helping Mr.  *********, Unfortunately  this process will take a little ********** trimming was included in the deal  and is necessary  to achieve  the production that was proposed. Several attempts  were made to reach client to schedule  tree work. He called and advised our team he did not want his trees cut/removed. Solar system was turned on May 12, 2023. We will need three full months of production to see the off set, without this information  we cannot accurately  find  another  way to help  increase production.  

  US Solar contracts are for the purchase of a system size. These systems are designed  off previous year  of consumption in the home.  We strive to help client achieve  proposed production. We are able to do tree work or wait until we can collect all necessary  data to find a resolution.

• Initial Complaint

  06/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife and I were lied to from the start about no longer having an electric bill once the panels were in place, I asked the rep what happens if we still have a bill and they are all working correctly and was told that they use a system to predict how many panels we need and if its found we have a bill after that the comply would place additional panels. Well I called and was told everything is working fine. Called again and was told to send the *** bills for the last year and I did and never got a response. Then I called and got told well they request for bill review was never completed it must have been lost or forgotten due to staffing issues I was told to resend the bills which I did and had numerous other calls with the company and was then ghosted again. I have called and sent emails and never once has the company provided me with any assistance or response that was meaningful. This is a scam from the start and the worst decision I have ever made. Now Im stuck with broken panels, cant replace my roof from hurricane damage without paying **** dollars I clearly dont have due to the storm and I have yet to save a dime. Worst company of all time.

  

  Business response

  06/16/2023

  This account is only under  *********************************. perhaps there was a misunderstanding  with her Sales representative. US Solar does not guarantee  production in our contract, However we like to keep production  within -10% of what was proposed. System size is designed based on the homes previous years consumption.  Client was having an issue with increased power bills. As a curiosity  we provide a Billing Analysis . One was completed in October 2022, system was preforming at -1% which is within the -10% we adjust for weather. This report is attached . 

  With the home being damaged by the hurricane the cost of $2500 for the panel removal/put back is covered by the insurance Company. US Solar would provide an invoice and payment link directly  to their *************** ********* Once payment is received  we schedule our installers to remove panels. Once repairs to the roof are completed they would return to put panels back on the roof. 

  We apologize  if there was any miscommunication  on our end, we strive to provide excellent  customer service. 

   

  Customer response

  06/20/2023

   
  Complaint: 20160163
  
  I am rejecting this response because: the misunderstanding that this company continues to cite is nothing more than lies. If there are this many misunderstandings with your sales team then possibly you should consider that there is a problem within your sales department and address that. Further it takes a message to the BBB to get a response from your company and the provided bill analysis that was apparently completed last October, which to be clear was year after we were told the first one would be completed. At this juncture I would say that I have unfortunately made a deal with the devil, and would caution anyone to stay away from this company. There has never been an effort to provide clarification to numerous questions I have attempted to ask and then I get ghosted and start fresh with a new person who says they wont do that and again Im ghosted. I need clarification regarding the contract unfortunately it appear that the employees at the company dont even know how to interpret or understand. I have no faith that this will be addressed beyond this message. 

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

  

  Business response

  06/28/2023

  I was able to speak with ********* and clarify a few things. She did express having issue with her claim for the damage to her roof from the hurricane. Discussed claim (once approved) should cover the cost for the panels to be removed and put back. And if they will not cover replacement  of the 3 damaged panels we offered a price to replace them. Also offered to answer any questions and give any support we can. 

• Initial Complaint

  06/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sorry a** installations! My roof has been leaking since they installed my panels, and they keep sending people to get on the roof and do absolutely nothing! They say they "fixed" the problem, but every time it rains it's leaking again. They claim that they'll replace your roof if it leaks where they installed the panels, but here we are 3 years in and my freaking roof is still leaking! Would give this company 0 stars if it was a option. Stay far away from this company for your own good!

  

  Business response

  06/13/2023

  Panels were installed on clients roof 2/17/2020. Perhaps  ****************** misunderstood  the Sales representative, we will repair roof if there is a leak caused by any panels, we do not replace the entire  roof. First leak was reported  by client on 3/11/2022 and was repaired 3/17/22. On 8/5/22 we received  a report of two new leaks, when installers arrived the panels had a tarp over them, this was reported to be put on by a roofing Company , client was asked to have  the roofer come remove tarp for repairs. Installer completed   on 9/19/22. Next leak was reported 10/02/22 , installer went to repair on 10/10/22, at this time report showed that 10 shingles were missing from the roof. Last report of a leak was 6/5/23, installers went out for repair 6/12/23, the roof was reported to be in poor condition  and advised will continue  to leak until roof is replaced by home owner. 

  6/13/2023 We advised ****************** at this point it will have to be his "burden of proof". We would need a letter from a Roofing Company  stating damage was caused from the solar panels being  installed on his roof. 

   

  Customer response

  06/16/2023

   
  Complaint: 20138728
  
  I am rejecting this response because:
  They are lying, I never had a tarp on my roof, never had another roofing company on my roof after the panels were installed. They have been the only company on my roof and I'm gathering all the paperwork as well as I've already contacted legal counsel. But I appreciate you guys trying to resolve this for me, but they haven't heard the last of me.
  Sincerely,
  
  ***************************

  

  Business response

  06/27/2023

  We will be more than happy to look into this matter further. We would just need ****************** to provide us with a letter from a *************** showing the damages were from the solar panels being installed. 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. ↩