Complaints

• Initial Complaint

  09/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Been in contract with Blu energy solar for 2 years now, paying $176 per month, on top of a $200 plus electric bill. Solar panels have been installed since May and still are not in use. I’ve contacted the sales rep multiple times and every time it’s an issue that needs to be resolved. Multiple issues resolved and still no solar panels! I’d like to seek help canceling my contract with this company. They are a scam!!!

  

  Business response

  09/05/2024

  We understand you would like this process to be completed as soon as possible, however, major portions of the delays were out of our hands and we’d like to provide some clarity on the situation.
  You met with our specialist right before Hurricane Ian, and we promptly secured the necessary permits for your installation shortly after the storm. Unfortunately, the hurricane caused significant damage to your roof. When we attempted to schedule the installation, we were informed that your roof was not yet ready.
  We understand you opted to use a different company to install the new roof, we want to clarify that we do not have control over the timeline of work done by third-party contractors. This contributed to the extended delay, as it took over eight months for the new roof to be completed.
  As your loan approached expiration during this time, we proactively paid to extend it, ensuring you could keep the lower rate and avoid any additional financial burden.
  Now that your system has been installed, we’ve encountered another delay due to the need for plan revisions with the City of Cape Coral. As you are aware, we cannot schedule the final inspections until the city approves these revisions. While we do not have control over how quickly the city processes these updates, the most recent communication from them indicates that the revised plans should be released by mid-September.
  We truly appreciate your patience and understanding as we continue working to finalize your project. We follow up weekly for updates and will take immediate action as soon as the city provides approval.
  

• Initial Complaint

  08/23/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had a blue energy solar representative come to my house and. Because Im a paralyzed disabled woman he said the govt did solar for free. My electric company metered it etc. then i had a wholehouse generator they never hooked e which I need for my wheelchair e urinal I cant walk to toliet etc o checked my. Test they charged me $35000!!! I only get disability. Im a disabled single mother. Please help me get restitution. Im broke

  

  Business response

  08/23/2024

  We apologize for any confusion regarding your solar system. We want to clarify that we did not state that the government would pay for your solar panels. However, we did ensure that all the equipment you requested, including the generator, was delivered to you. 
  Regarding the installation of the generator, we understand that you chose to have your own handyman complete the installation. In this case, we recommend reaching out to him directly for any issues related to the installation.
  Our team will be reaching out to discuss how we can assist further. 

• Initial Complaint

  07/11/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Employees show up to home whenever without setting up times, they left trash all over my property when installing, broke a light fixture, communication super poor, promising to make things better but have made things worse. Promised a check that was never received because of the poor experience. Electrical panel installation failed and reported as a hazard. Since electrical panel installation that is still not complete, the fan in my bathroom and outlet is over powering and shorting out because of poor installation. Terrible communication trying to get someone to resolve these issues. They keep making empty promises that things will be better. My pool’s pump is still not installed to the panel and they scheduled an inspection because it was “complete” but it is still left as a hazard. I feel like I have been lied to about the services and the quality I was going to be receiving and felt they have really falsely advertised me. Based on the reviews I have seen from others, I feel like I will be double charged which is not at all what I was told- therefore they lied and mislead me to purely make a sale. And because of a contract that they mislead me on- I am very close to seeking legal action. This has been far worse than any nightmare I have ever experienced. I want this off my roof and I want to be done with this company that has lied to me more times than can count. This business practice should be shut down.

  

  Business response

  07/24/2024

  We are sorry to hear of *** ********* less than satisfactory experience, however it seems like there is a misunderstanding as some of her concerns are not related to the solar installation.  *** ******* has been notified of any appointments by crew and installation manager. The manager did offer a check for 6 months of payments for any install materials that were left behind, this will be delivered once the project is completed. As for the failed inspection, the crew receives all inspection reports and schedules corrections as soon as possible, it does not fall on the customer to have to "try to get someone to resolve the issue", as we want to make corrections and make the system operational as quickly as possible as well. A breaker was added to the main panel, existing connections were not touched, but our electrician was sent to address the existing breakers tripping. The pool pump was not damaged during installation, the crew does not work with any of the pool equipment, we also have photos of the green pool on the day of installation, pre-install. It seems the pool pump was broken before installation. As the system is not up and running yet, solar payments have not begun, so there is no issue of double billing. As stated in the guarantees, if the system does not meet the annual guaranteed production, we will reimburse the homeowner for the difference. We encourage *** ******* to reach out to our office or her rep in regards to her concerns over being "misled" and "lied to", as we have delivered on everything promised, including fixing the pool pump that was not damaged at installation. *** ******* suggested that we pay her an additional 6 months of solar on top of everything else, suggesting that would alleviate her concerns. While we are committed to addressing legitimate issues and ensuring customer satisfaction, we believe that all matters related to the installation have been appropriately handled. We remain open to discussing any further concerns you may have. Please feel free to reach out to our office or your representative for further clarification.

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Nov 8 '23, solar panels were installed by BluEnergy. Discovery of the leak early March 2024, which would be covered by "25-year Leak Free Roof Penetration Guarantee" in the agreement. On March 5, I called BluEnergy and spoke with ***** and provided photographic evidence via text. After multiple calls from me, for over a week, in search of a resolution date ***** informed me a technician would be out March 21. The evening prior, March 20 at 5:30pm I received a text rescheduling the appointment for March 28. On March 28, the day of the appt I was informed that due to work on the west coast of the state, nobody can make it over to inspect my roof. Assurances again were made for an appointment sometime in April. However, after no calls were made to me with a specific date after two weeks’ time, I attempted to contact BluEnergy April 15, 16, 19th which yielded no response. In an effort to escalate the matter, an email was sent directly to the company owner on April 19, outlining the situation and seeking resolution. Also, with no response. Finally on April 22, someone answers and I speak with ****** at BluEnergy, committing to a resolution date within 24 to 48 hours after I express to him kindly my frustration with the situation and how a simple sealing of the roof where they screwed in the panels could probably remedy the situation. I received a text that technicians are scheduled to be at my home on April 29, and he’ll inform me if anything changes. After missing another days work and despite this commitment, technicians failed to arrive on April 29, even with a guarantee of their scheduled visit between 3pm and 5pm (that I confirmed via text that morning). This series of events has left me deeply concerned about the integrity of the contractual obligations and customer service standards of BluEnergy. As a consumer, I am entitled to the fulfillment of contractual obligations and prompt resolution of issues, especially those impacting the integrity of my property.

  

  Business response

  06/14/2024

  Hello,

   

  This has been resolved, we will reach out to the customer to confirm that nothing else is needed. Everything was repaired on April 30th, pictures attached. 

• Initial Complaint

  02/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Solar panel cost was never discussed by sales representative. He neglected to inform us that we would be paying 2 energy bills, not a consolidation of our energy bill as he indicated.I want the panels removed from my roof and reimbursement for broken light fixture when panels were attached to my roof.

  

  Business response

  02/29/2024

  This is the first we have heard from **************** about any of her concerns. The recorded welcome call completed by the finance company and homeowner clearly states that they will be purchasing a loan. The customer will also continue to receive a utility bill, however, after the meter is swapped, the homeowner is able to build credits with the utility company, gradually lowering their utility bill. ****************** loan payments began in January, Bluenergy sent **************** a check to cover the January and February payments. Her bidirectional meter was just installed by FPL 2/20/24, so this bill does not reflect a utility bill utilizing her solar. We encourage **************** to reach out to our office so that we can clarify any other concerns. 

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Very poor customer service. ****** the sales rep sold and never answered questions after sale. No guidance on how anything works. Grace from customer service tried to push responsibly both FPL and the emphase. Refuse to check concern with 13 panels not producing and continue to push off responsibility. Please run from this company. A BBB complaint was filed since I am now paying for solar and electric because the solar does not work. I had installed panels to cover 100% of my energy usage and am in direct sunlight. In theory an excellent opportunity for solar…if it works. Grace in customer service told me to wait a year if it not working to then deal with the issue. They do not stand by their work/product and should not be in business. They are telling me that the 13 extra panels that are not working properly or because they are not south facing. Yet they sold me all the panels as 100% sun exposure. My concern is I pay for 100% coverage for my electric bill so that I would swap out my electric bill for solar. Now I am paying both solar that does not work to the extended post to, my full electric bill. They promised to pay two months of my first of solar. But they only paid for my electric bill the first month the second month that was not installed I paid for both the electric and the solar. They refused to come out to check the panels. I’ve asked to speak to a manager directly and have never received a call back. I’m stuck with a $70,000 loan which is insane. I honestly didn’t see that total before I signed. another scam. They were just giving me monthly totals of 225 a month in place of my electric bill. The only electric bill I was supposed to pay is $10 just for the connectivity fee I feel illegal to sell solar that does not even cover your electric bill or even close to your electric bill. My understanding is that they had to prove that it would make your bill less between electric and solar

  

  Business response

  02/20/2024

  We would be very happy to address *********’ concerns.  Our customer service department has diligently accommodated her inquiries and provided assistance throughout the entire process. 
  
  
  In response to *** ******' inquiry regarding the functionality of the Enphase app, we have taken proactive measures to ensure clarity. Upon installation, a comprehensive welcome email is dispatched, containing a succinct explanation of the app's features, accompanied by illustrative screenshots and a video tutorial. Despite these efforts, *** ****** expressed further uncertainty, prompting our customer service team to facilitate a three-way call with Enphase to address her specific questions.
  
  
  Regarding the delay in meter swapping and associated fees, it is important to clarify that the delay was attributed to FPL. We have furnished *** ****** with evidence of payment submitted to FPL months prior to mitigate any confusion.
  
  
  In response to *** ******' concern regarding meeting the annual production guarantee, it's important to emphasize that the evaluation of the system's performance against the guarantee typically occurs at the end of the year. Following Grace's suggestion, it is important to wait until the end of the year or a few more months to obtain a clearer understanding of the system's performance relative to the guarantee. This approach ensures a more informed decision-making process based on comprehensive data.
  
  
  The total loan price is clearly listed on the contract, a few lines above where customer signed (copy of contract attached). The monthly loan payments are also listed on the proposal. 
  
  
  Since the meter was exchanged in January, *** ******' solar system has been operational (panel production attached), contributing to a gradual reduction in her utility bills over time. The impact on her utility bill may not be immediately significant in the first full month of solar utilization, as credits with FPL accumulate with continued solar production. There has been no “refusal” to “come out to check the panels”, as the app shows the customer’s system as well and every panel’s production, this is visible on the customer’s end and the office.
  
  
  Despite our efforts to explain these matters through various channels such as videos, phone calls, emails, and group discussions, *** ****** remains dissatisfied.

• Initial Complaint

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The solar panels were installed in August 2023. Bluenergy said that my FPL bills would be $10-20 ….they are $150-200 in addition to loan payment of $225. So I am paying more than before for electricity. FPL inspected my property and said everything was fine on their end. They also informed me that I am charged for electricity after sun down. Bluenergy never said that. I would not have agreed to this with that knowledge. Bluenergy said that the power would carry over from the day except in the case of a hurricane with no sun for days. FPL also said I didn’t have adequate amount of panels so that limits the amount of electricity I can produce. Bluenergy came out several times but never resolved the problem. Now they will not respond to my calls, texts or chats. I am 71 and I the fast talking salesman took advantage of that. I recommend them to a friend but she realized that the loan they proposed to her was not transferrable to another buyer or her heirs. When I told BLUENERGY that they found another loan company that I eventually took out a 33K loan from. If I had not pointed that out I’d be on the hook for the loan and it would not be transferrable like the salesman told me that it was.

  

  Business response

  01/31/2024

  We do not see any issues with the homeowner's system's production that would cause for the higher bills, we suggest the homeowner double check with FPL that they have removed themselves from the budget billing program as this could be the issue. This is mentioned in the welcome email sent to homeowners on their installation day so that their status is taken care of before the bidirectional meter is installed. Yes, the home will pull energy from FPL at night, a battery would be needed if the homeowner wanted to use solar power during an outage or overnight. We will have a specialist reach out to review the most recent FPL bills and assess if more panels are needed.

  Customer response

  02/05/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21132507

  I am rejecting this response because:

  Dear ***** ********
  

  Thank you for your assistance. 

   

  No, I am not on Budget billing. Is Bluenergy saying that a $59.99 battery from Amazon will solve the problem of my high bills by negating nighttime electric charges? ******* ******* (salesman) claimed that I only need a back up battery in case of a hurricane and that they are very large and must be kept inside and cost $4000. Had I known that was not true, I never would have bought a system that is not fully operable. What would be the point?

   

  I had a call from a representative of Bluenergy last Friday. I’m sure this response was because of my contact with the BBB since they would not communicate with me for the past few months. The representative discussed the system and its operation …she said although I started paying for the system in June, it was not operating until November 15. She had no explanation why. I’d like to know why Bluenergy didn’t inform me of that in June, July, August, September, October or November. If they determine that I need more panels do they expect me to pay for them? If so, I'm sure they will determine that I don’t need them.

   

  I also believed the salesman, ******* ******* when he told me that if I filed form 5695 with my 2023 taxes I would receive over $11,000 in tax credits and that the principle on the loan was $6,000 so I could pay it off at that point. The truth is a different story…. I am in the hole for  $39,472 and the $225 payments go up next year as then they will add the interest to my payments. This payment is in addition to my FPL bill which makes payments higher than they ever were. Bluenergy DELETED ALL EMAILS AND TEXTS BETWEEN US so I do not have those for reference. 

   

   I would never have agreed to leave this burden for my children when I die. This in addition to what I have to pay FPL. The salesman who came after the people knocked at my door saw that my husband has severe cognitive issues and I WAS a trusting person and took complete advantage of us. I never thought that I’d be a senior who was a victim of fraud but I am.

   

  The salesman told me that Bluenergy was under contract with Flagler County. The salesman also told me that the loan was transferrable to anyone who bought my home. I referred him to one of my friends and he also told her that her the loan was transferrable. She did research and found it was not. Had my friend not told me the truth, I’m sure he wouldn’t have told me. My friend recommended  that I not use Bluenergy because of this and their deceitfulness based on other research she had done, but I had already signed the contract at that point. After she challenged him, he found a new loan company for me. He also told my friend the same story about the battery. My friend is available if you need her to verify anything.

   

  Bluenergy has a history of ripping people off according to the comments on google. I have not resorted to social media yet as I want to give them a chance to make it right-not get revenge. I hope you will continue to look into this company and their practices. 

   

  Thank you for your time. 

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

  Regards,

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

  

  Business response

  02/29/2024

  I'm not sure what *** ********* is referring to in terms of a battery from amazon, I believe ******* was referring to a generator if the homeowner was looking for backup during a power outage and a battery for nighttime backup. *****, a Bluenergy rep, did reach out to *** ********* to clarify any of her concerns, *** ********* expressed she filed a complaint with BBB because she was having difficulty getting in touch with customer service and that her concerns were resolved.

   

   According to Mosaic, the finance company, *** *********'s payments do not start until 2/7/2025, so we suggest she reach out to Mosaic to clear up her payment start date. Had those payments started before the meter swap, we would have covered those payments. *** ********* meter was swapped on 8/30/2023, so any months before that date, she would not have been able to send extra power back to the grid. 

   

  There is a 30% tax credit available to those who qualify, should the homeowner apply the tax credit to their loan, they will lock in the lower monthly payments. 

   

  We do not have the ability to delete all emails and texts between the customer and Bluenergy. 

   

  The loan is transferable to anyone who buys your home. 

   

  Bluenergy is registered with Flagler county to pull permits for the installation. 

   

  Bluenergy offers multiple loan companies in order to match what the homeowner qualifies for, so yes, the finance company could be changed at the customer's request.

   

  Looking at *** *********'s system, everything is on and producing as it should, it is important to note that any additions to the home, or extra people living in the home, would also drive up consumption leading to higher bills.

   

  We encourage *** ********* to reach out to our office so that we can discuss her concerns and evaluate her most recent utility bill.

• Initial Complaint

  10/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  EXTREMELY POOR CUSTOMERS SERVICE!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! I have made multiple attempts OVER SEVERAL WEEKS to get customer support for my solar system. The system is not sending electric back to the grid as expected. My electric consumption has not increased since installing the system. Nobody from Blue Energy will provide me with that information and the monitoring app which is supposed to show all of the statistics DOESN'T. I have sent multiple emails, texts, and phone calls, and have sent several screen shots and electric bills for them to review per their request but I DON"T GET ANY RESPONSE.

  

  Business response

  10/19/2023

  The office manager has reached out and explained to *** ****** the different components of his system. *** ****** seems to be under the impression that data in his app report numbers to the utility company. It has been explained that bi-directional meter installed by the utility company is what reports data regarding production to the utility company. The solar system functions whether an app is used or not. The ability to see what the home is consuming from the system is possible by installing CTs, this is not a necessary component that effects any production. We have let *** ****** know that we will schedule for the CTs to be installed. There are no issues with the production of his system, this has been explained on several occasions, *** ****** is able to see this as well, as he has access to his system in the app. 

• Initial Complaint

  08/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  At signing I said I changed my mind and wanted the battery also to guarantee power 24/7. ****** stated that he would throw in a battery for free, since the documents were already prepared, he did not want to wait and have them prepared again. He stated that he added it to the contract for free and promised I would have power at all times, if I ever lost power. Hurricane Ian came and we lost power, I contacted ****** he said when the sun comes up I will. Sun shining bright I questioned ****** again. He stop communicating with me. I sent a text to Blue energy themselves and I was then told I did not get the battery. I told them I requested it at signing and promised by ****** that I would get one. Needless to say all communication stop from Blue energy also. Tax time came and I texted commenting that I was not getting the 18k credit back like ****** had told my sister, my husband and I that we would. ****** said it several times and emphasize the 18k tax credit refund each time. He also emphasized to apply it to the loan to keep my payments below $200 and not the $400 plus an electric bill that I am paying now. These solar payments are more than double what my electric bill was before I started all this. This was to save money, have a payment lower then my electric bill and a guarantee of power if we ever I lost power for any reason. This was the sales pitch from start to finish by ******. He also told us that we would always have power from dawn to dusk. Stated the sun gives power to the solar panels. With the battery we would have power 24/7 whenever we lost power. That is why I change my mind and told him I wanted the battery after all. When I questioned ****** day 1 of having no power and Blue energy 3 days into having no power at all, and full sun light shining bright. All communication halted from this company and ******. All communication was by text only, no calls or emails were answered.

  

  Business response

  08/16/2023

  We apologize for any confusion between the homeowner and her rep ******. Attached is a copy of the contract, there is nothing written that includes a battery, or states that a customer is guaranteed to receive the tax credit. The tax credit depends on the homeowner's tax liability. Solar panels alone will not power a home in the event of a power outage, you would need a battery or generator. Bluenergy has not received any additional calls or texts in regards to *** ******’s concerns, besides recently requesting a copy of the contract and help getting in touch with Guardian Solar to check on roof damage. We will have a different rep reach out to *** ****** to go over options that will address her concerns. 

• Initial Complaint

  07/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  It'll be 8 months since I contracted with BLUEENERGY and I still don't have working solar. Today, I was charged $579.90 for my electric bill. $279.90 is my monthly electric bill for the June/July period and $200 is for an interconnection fee for my solar. I was never informed about an interconnection fee. I should not be responsible to pay for something that was not made clear to me. In addition, they need to pay the August solar bill. I have to pay this $579 by 08/15, I should not be responsible to pay $341 for my solar that I am not using. I should be provided a check for both the August solar payment and the $200 interconnection fee. So $541 total. They also need to get my solar working. This is ridiculous I am still waiting.

  

  Business response

  08/28/2023

  *** ******* bi-directional meter was installed by LCEC 8/2/23 (Permission to operate letter is attached). Her system has been up and running (screenshot of system production attached). The LCEC Tier 2 Interconnection fee is a one time $300 charge that Bluenergy reimburses once the fee is charged to the customer, this is explained in the welcome email that was send to *** ***** (screenshot attached). A check to reimburse the fee has been mailed. 
  

*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. ↩