Complaints

• Initial Complaint

  06/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We were told when the salesperson came that if we needed more panels since it was a new build they would come out and put more panels on to alleviate an electrical bill. I have reached out several times seeking a resolution to our situation and no one returns the calls. We did receive one call and he needed to check with someone in higher authority and would get back to us by the weekend. SeverL e mails have been sent with the response they will get back with you today and no one calls back

  

  Business response

  06/20/2023

  *** *** **** ********* rep has been in touch with them as of Friday 6/16 working on a solution to meet their production and consumption needs. 

  Customer response

  06/20/2023

  To they have not attempted any contact to assist in our initial complaint 

   Complaint: ********

  I am rejecting this response because:

  Regards,

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

• Initial Complaint

  05/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed a contract with

  in January 2023. The system was not installed until March. It is now almost June and I still don’t have a working system. They have failed inspections with Cape Coral now 3 times and they are unable to give me any sort of timeline as to when this will be resolved. I would like the Better Business Bureau to help me get my system functioning so that I don’t end up like many others who have gone with this company having to pay both their electric and solar bills all at once. My first solar bill is in 21 days and I have no confidence that they will sort out these issues before then. My experience has been terrible. I’ve had to hunt down answers by calling or texting people at their company every day or every other day. My issues with this so far has been: - Price, they overcharge for their systems - Service, they misrepresent themselves. They never do any of their own installs. Which means they aren’t capable of holding their instal companies accountable for anything they do - Communication, they do not schedule times with you for install or inspections. They show up at your house unannounced. They aren’t able to give you reliable dates for any of their services. No one actually knows what is going on. - Quality, they have failed inspections with the city three times - Trust, they say I can’t get access to the app until my solar is connected. This is a lie. I’ve read multiple reviews from others too who have a working system and still can’t accsss the app and can’t get anyone to resolve it. They promise that you won’t have to pay two bills (electric and solar) yet I am just two weeks away from having to do exactly that. The design that got permitted prior to the instal they changed on the day of the instal by drawing it on a cardboard box and asking me to sign off on the change with no clear understanding of the impact this will have to my instal. All I want at this point is a working system and access to the app.

  

  Business response

  06/14/2023

  Hello,

   

  installation failed inspection because we installed 3 20 amp breakers in the IQ combiner box and the plans only reflect 2 20 amp breakers - it needs to show 3 since it's 35 panels. We received the revised plans and delivered them to Ms.

   home and called in inspection again hoping they would pass it as to not delay the net metering process, however, since the city has not approved the revised plans, they will not pass it. We have to wait until the city of Cape Coral approves the new plans to schedule the inspection again. While we understand

  would like this done as soon as possible, we have no control over how quickly the city approves the plans. solar payments do not begin until 6/21, but we have already sent a check to reimburse her for that payment. Customers do not have access to the ******* app until after the meter is swapped, all of this information is in an email send to all customers on the day of their installation - some systems cannot be turned on until the meter is swapped, the access will not send if the system is off. 

  

  Business response

  06/16/2023

  We apologize for the frustration *** ***** has experienced, there seems to be some misunderstanding in regards to the processes and information that is being received from other sources. 
  
  
  After the installation, *** ******* first inspection was called in, it failed the notes were: “ the pvc conduit to the battery isnt glued”. The crew was sent to make corrections, and we were given the ok to reschedule inspection. The second inspection failed, the notes were :”the drawings only show 2 20 amp breakers in the combiner there are 3 array breakers”. We submitted the plans for a revision. The engineer completes the revision and send us the plans, the plans are then submitted to the city for approval. We have a runner that drops off the plans to assure they are on-site for inspection. We called in the third inspection hoping it would pass as *** ***** made it very clear she wanted this completed as soon as possible, the inspection did not pass and we must wait until the city approves the plans. 
  
  
  Our manager, ****** has spoken with ******* and was assured of the integrity of the batteries, this information was relayed to *** ***** (email from ******* attached).
  
  
  *** ******* concern about the tax credit is unclear, this should not affect her tax credit, we encourage *** ***** to reach out to our office to clarify this issue. 
  
  
  A reimbursement check for *** ******* upcoming payment was sent weeks in advance before the payments began. We have always reimbursed our customers for any payments that are charged before the system is operational. 
  
  
  ******* access is not sent to the homeowner until after the meter is swapped. Systems are generally left off after installation as it is not authorized by the utility company to use the system and could cause back-feeding into the grid, **** sends a letter to notify customers of this (copy of the letter attached). If the system was turned on, and access was requested from *******, yes, they would send access, as they do not get notification when a system receives permission to operate.  
  
  
  Once the plans are approved by the city, we will schedule the final inspection with *** ****y. After the passed inspection report is received, the net metering application will be submitted to **** for the bi-directional meter installation. 

  Customer response

  06/20/2023

  I am not wrong on any of the points I've made. I have been in touch with the city and I can see the information online. I have attached screen shots that show they have failed inspections 3 times for this reason: FBC110.5- the drawings only show 2 20 amp breakers in the combiner there are 3 array breakers installed.************** On 04/06, they also failed for this reason NEC352.30- the pvc conduit to the battery isnt glued., which they did fix, but on 04/06 they also failed for FBC110.5- the drawings only show 2 20 amp breakers in the combiner there are 3 array breakers installed.************** So to say they didn't fail for the 2 2o amp breaker issue until the second inspection is a lie. 

  The inspector both on 05/03 and again on 05/30 said that no updated documents are on site. In fact he said if they have updated anything it needed to be here and it isn't. No runner has delivered anything as to date to my house. If they do at some point schedule another inspection it will fail again because they still have not delivered updated documents to my house. To say they have ever done this, is also a lie. 

  The only reason they sent a check is because I called multiple times asking for it. No one ever contacted me to go hey, no worries we got you covered. In fact, no one ever has called me directly with any updates, with exception of when I finally got ahold of management on 06/05. Amazing I can be in contract with a company for 6 months and never have one person to call me about any updates, status, people who will be randomly showing up at my house. 

  I received an email the day after instal of my system in march 03/30 after the instal of my system to activate my ******* account/app. I went out of the country for a week and by the time I got back the link no longer worked for me to activate it. When I called ******* directly in June they got me into the app within a matter of minutes. So again to say I can't get access to the app is a lie. 

  I was also informed by the city that the correct plans to fix the failed inspection that they have failed 3 times was just submitted on 06/05 for review, after I called them multiple times that day to inform them they have not submitted the right things. This should have all been submitted when they failed the inspection in April. 

  This company needs to take ownership for what they have done and for the lousy customer service they have provided. 

   Complaint: 20123463

  I am rejecting this response because:

  Regards,

  ****** *****

• Initial Complaint

  02/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed a contract for a new roof & solar panels on 8/2/22 with the company “bluenergy”. ****** ******* ********* told me the monthly payments for the first 18 months would be $228. Then, when I do my taxes the company will return 18,687.66. He told me when I have the return, I have to give it to the company “Good Leap” who financed the new roof & panels for a period of 25 years. He also told me that if I decide to keep the tax return, my monthly payment would go up. I decided to research further with 2 tax accountants who both told me that there was no such thing. The accountants said that ******* was not telling the truth and emphasized that the government tax was not refunded. I called *******, he claimed that the tax accountants didn’t know anything about taxes. He insisted when the time was right he would send me to the “right” person who knows about refunds on solar panels and he emphasized that I will get the $18,687.66 refunded. I asked if I could add an extension in my patio roof and take advantage of the low interest the company was offering. He said it was possible and that he’d schedule a contractor to come to my house for an estimation. I waited 4 months for him to come. When he came he assured within 3 days I will receive the estimate. I called him 3 times, left voice messages, and texted him. He never responded. After 2 months I finally received my estimate of $63,100. Plus $20,900 for the roof extension. The price was suspiciously high. Two weeks later, I received an email from “bluenergy company” telling me that they canceled the contract and I had a fee of over $2,000. I did not cancel anything. I feel that I been abuse and scammed. I don’t have new roof, nor solar panels. Now I’m left to pay them a fee of $2000 or more without viable reason. I got scammed and don’t deserve this. I am going to send the contract for the panels and the contract of the extension. Please help me here because i don’t know what to do.

  

  Business response

  03/16/2023

  We apologize for any confusion in this process, *** ******* *ep and a manager will be reaching out to clarify his concerns and any misunderstandings. 

   

  The payments for the loan company, GoodLeap, has a payment increase after the first 18 months if the tax credit is not applied to the loan. The tax credit amount varies based on the homeowner's tax liability. Should the customer decide to put that money towards the loan, they will retain a lower monthly payment, this can be verified with the loan company. 

   

  Please disregard the cancellation letter and fee that was sent, the homeowner will not be responsible, we will be reaching out. 

• Initial Complaint

  01/26/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 6/28/2022 I signed an agreement to have Bluenergy Solar put solar panels on my house. The salesman told me that Bluenergy would be doing all of the installation. That was not true when I found out that Guardian Solar would be doing the installation. When questioned, the salesman said that Bluenergy had bought Guardian. After several phone calls from me the solar panels were finally installed on 12/2/2022. I was told that an inspection would take place within two weeks and then the power company would come out and put the required meter on my house and that the system would be up and running. Today is January 26, 2023 and I am still not inspected or connected. I have called Guardian and they will not give me a date. I have called Bluenergy management and they cannot give me any information. So now I have these solar panels on my roof for 2 months and they are useless. Not to mention that the 2-3 month timeframe promised by the salesman has turned into 7-8 months without any resolution in sight.

  

  Business response

  02/16/2023

  Dear Sir or Madam,
  
  This letter is in response to a complaint made by ******** ******** against Bluenergy Solar. We understand the is unhappy about the additional time it is taking for his project to be completed and with remarks made by his sales representative. We apologize for any misunderstanding during their initial meeting, this sales representative no longer works for Bluenergy. 
  
   *** ********** ********** portion of his installation would have required an main meter combo, an electrical installation that would add on more time after the solar panel installation. In the beginning of the process, we worked with the engineers to see if there would be a way to avoid having to have this add on, to which unfortunately, could not be avoided in order to have everything wired properly. *** ********** permit was then applied with county, we did not receive the approved permit back until Novmeber 21, 2022 and solar installation was scheduled for December 2, 2022. 
  
  In order to install an MMC, additional permits need to be pulled. The electrician also needs to coordinate a power shut off date with Florida Power and Light. The MMC installation will be scheduled with *** ******** as soon as the permit is received and date becomes availble with FPL.
  
  A check for three months of solar payments were also sent to *** ******** in November. 
  
  If you have any further questions or concerns, please contact us. 
  
  
  ******* ********* *** ********* ***** ************
  info@bluenergysolar.com

  Customer response

  02/17/2023

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

  I am rejecting this response because:

   I appreciate the check for three months of payments but that was received in December. I do not think that I should have to start paying for solar when they are still non functional.
  There are at least four other homes that are identical to mine in this community and none of them have had a problem like this to connect the power. At first they said that they would have to put a new breaker panel in my house. I explained that I had a new panel put in two years ago at a cost of $1200.00. I really don’t believe that Bluenergy is filing for these permits on time. We are coming into 8 months since I signed up for solar. I don’t feel that this is normal and fair treatment.

  Regards,

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

  

  Business response

  02/21/2023

  Hello,

   

  The solar payments begin tomorrow, 2/22, Bluenergy had sent 3 months of solar payments in December, we would not expect a homeowner to pay for both payments before the system is running. Not all homes need a main meter combo installed, which is why perhaps *** ********** neighbors were able to get their meter swapped quickly. An MMC and a main panel upgrade are different, this project does not need an main panel upgrade, as *** ******** stated, he had a new one installed fairly recently. Once the permit for the MMC is applied for, we do not have any control over how quickly the county approves it. As soon as the permit is received, *** ******** will be contacted to schedule the MMC installation. 

• Initial Complaint

  11/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bluenergy who is partners with ******* ***** came to my home posing as a partner of **** ********. They promised a system that would power my home during the day if the power goes out. ****** who came to my home did not include a transfer switch so now I will not have power if the power goes out during the day. Nobody wants to help, nobody wants to take responsibility. No one from Bluenergy has submitted my paperwork for net metering. ******** ***** does not want to help. My suggestion is to stay away from them both and find another company.

  

  Business response

  12/13/2022

  -----Original Message-----

  From: ******* ****** <**************************>

  Sent: Monday, December 12, 2022 4:32 PM

  To: Info <*****************>

  Subject* ********

   

  Hello,

   

  This email is in response to a complaint by ***** ***** numbe* ********. Mr. ****** solar panel's have the capability of generating power during a power outage if they have a smart switch installed. A smart switch was not added to their project, therefore it was not installed. Mr. ****** representative had been in touch with him to go over the options of adding the switch, or generator, or battery if generating power during an outage was something he would like to do.

   

  Mr. ****** net metering application had been submitted to **** ******** ** ******** ***** on 10/3/22, it was rejected for an issue with the Umbrella Policy that Mr. **** provided us,  and was then resubmitted again. Once paperwork is submitted to the utility company, they take over from there and will schedule a time to swap the meter with the customer.

   

  Mr. ****** rep as well as one of our managers will be reaching out to schedule a time to meet with Mr. **** to go over all of the options again this week.

  Customer response

  12/14/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that the business has reached out to me. The business is going to make this right so that I will have continuous power during a power outage. This resolution is satisfactory to me. 

  Regards,

  ***** ****

   

• Initial Complaint

  11/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Bluenergy salesman ****** ******** sold us a solar energy system April of 2022. We can’t seem to get the project completed. There are constant errors with permits at the Clay County Building Department. ******** ***** is the supplier. Communication is very poor, it all must go through Bluenergy. I had to call the Building Department to see what the hold up is several times myself. I then tell the salesman who passes the information on to a supervisor and nothing happens. I would not recommend them to anyone.

  

  Business response

  11/14/2022

  Hello,
  

  We apologize for the delay on this project, however this home required some additional electrical work after installation, as explained in an email dated 10/21/2022. This project needs an **** or a main meter combo, this requires separate electrical permits to be pulled and a power shut off to be coordinated with the utility company, as stated in the complaint, there have been delays in the building department, which unfortunately, we have no control over. The contractors, ******** *****, have let us know their electrician will reach out to the homeowner once they have a date for installation. 

• Initial Complaint

  11/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I’ve had my solar panels installed for months now and I was supposed to get a backup battery with my system and I was told they were on backup. They are horrible at communicating and giving updates. I called today to ask about an ETA on the battery and I asked to speak with a mgr. Someone said they were gonna look into it and call me back today and never did. All i want is communication and to keep me updated. I shouldn’t have to be calling them, they should be calling me.

  

  Business response

  11/14/2022

  To Whom It May Concern,

   

  We apologize for the delay on the battery installation. The solar installation is complete, however, the batteries are on back order, Bluenergy receives updates in regards to the battery stock and installation from ******** ****** Currently, we have not received any new update in regards to when the installation can be scheduled. Bluenergy has sent 20 months of solar payments to this homeowner to compensate for this delay. We are not the contractors on this project, attached is copy of the homewoner's contract with ******** ****** 

  Customer response

  11/15/2022

  [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: ********

  I am rejecting this response because: when the deal was signed i was already receiving 18 months of $91 per month as part of signing up for solar. You gave me 2 additional months for the delay of the solar getting installed. So dont try and make it seem as if you’re doing me a favor when I was already receiving 18 months regardless. This is piss poor service and they try and blame it on the contractor when they’re the ones who facilitated the deal. My next resort is legal action at this point. I can see now nothing is going to be done and I’m paying for something and its not even complete and they could care less about it. 

  Regards,

  ***** ******

• Initial Complaint

  09/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello I’m not happy at all with the service i have received since my project was started. The company is horrible with follow ups about whats going on with your installation, permits, etc. when i text the rep who assisted me i get half ass answers and never a solution. I was promised things i have not received. I even called to speak to a manager and was told i would get a call back and it never happened. This has been an ongoing issue going on 4-5 months and I’m still not up and running with a payment due in 2 weeks. How can a payment be do on a service thats not even functional. I regret even signing up with this company because their lack of follow up and communication sucks.

  

  Business response

  10/18/2022

  SEE ATTACHED

• Initial Complaint

  03/16/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On November 18, 2021, I signed a contract with Bluenergy, a home solar system company (aka Guardian Solar LLC). The sales person made a good job showing me the product but I felt rushed into signing the contract. I told him I needed time to give it a thought but he insisted me on signing it and that I would have three business days to cancel. However, never mentioned I had to pay a penalty (3% of the contract) if I decided to cancel. I changed my mind and in January 2022, I informed the company that I didn't want to continue with the project, because it was taking longer than promised, plus I was dealing with some family issues. In a text communication with the sales representative, when I explained that I was not longer interested on the project, I got a reply saying that the project was to far ahead, therefore, it couldn't be cancelled, which I believed was not the way to approach about my decision. No customer should feel that kind of pressure or threat to do business. Additionally, when I visited their portal it only showed 1 out of 10 steps completed (agreement signature), not to far ahead as he mention on the text replay. This makes me feel that I can't trust this company. first, because the sales person never mentioned about the penalty (during the contract signature), and I find this a little unprofessional, and second, because I was informed that the project was to advanced to cancel it, but in reality the only thing done about it was a contract signature which was done on 11/18/21, as mentioned above. Now I'm being charged $877.20 that I find completely unfair to pay. So I kindly request the BBB to step in and help me with a resolution in this case.

  

  Business response

  04/14/2022

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

   

  Good morning

   

  Please see the following attachments regarding the complaint made by ***** ******* on 03/15/22. If there's any other information you need please let me know.

   

  Best regards, 

   

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

  

  Business response

  04/25/2022

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

   

  Good afternoon,

  Our apologies regarding the last response, our team mistakenly thought it was from a different customer.
  Please see the following attachments regarding the complaint made by ******* ********* against Bluenergy Solar. 

  We have, and have had, the correct address for ******* *********. Attached are documents showing her project's progress.

  If there's any other information you need please let me know.
  Best regards,
  ******* *********

  Customer response

  04/30/2022

   Complaint: ********

  I am rejecting this response because:
  
  In the response letter from *** *********, he refer to at lees two misconduct/inappropriate way to do business, from two different employees in two different aspects; one, the person who manually update the platform that allow all the parties to know in real time in what part of the process is the project and the sale representative who texted me back ********* I'm afraid your project is too far along for us to be able to cancel, it is too late". I understand my mistake was to let the sale associate put pressure at the time of the explanation of the solar panels benefits, to sign right there and then, but the company made mistakes as well, is not fair that im the only one with consequences. This is not the right way to conduct business.

   

  Regards,

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

*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. ↩