Complaints

• Initial Complaint

  01/27/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am writing to formally lodge a complaint regarding the solar panels I purchased from your company on or about July 23, 2022. At the time of the purchase, I was assured that my monthly power bill would be lower than $50.00 due to the expected performance of the solar panels. However, after the panels were installed, my power bills were significantly higher than expected, prompting me to contact your company for *************** is a summary: Initial Installation and ********** Bills: After the solar panels were installed, my power bill remained much higher than anticipated. I contacted the company, and a representative informed me that someone would be sent to address the issue.A technician came and determined that one of the solar panels was not functioning correctly and corrected the same.Despite the supposed fix, my power bill remained high, and after several months, I contacted the company again. At this point, I was told that the issue was with FPL not being properly connected to the system. Contact with ***, and they informed me that the solar panels were not generating enough electricity to meet the expected output.I tried to contact the company, but the representative I had been working with no longer works there. Since then, I have made numerous attempts to reach someone at the company, but I have not received any meaningful *********** per my contract, I am required to pay $79.00 per month for 3 years then the payment will be higher for the solar panels, regardless of their performance. Since January 2022, I have accumulated a total of $3,527.81 in power bills from ***. I am requesting a thorough investigation into why my solar panels are not producing electricity,A review of my contract and billing situation, with consideration for a refund or compensation for the excessive charges I have incurred due to the underperformance of the solar panels.

  

  Business response

  01/28/2025

  Mr. *****,

  As you will see attached, you purchased a 8 kw system.

  You will also see attached that your current production has been producing what it was supposed to. 

  Thank you

   

• Initial Complaint

  08/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My inverter box stop working, generating a high electric bill on the months my panels were producing the most. I email ******, explained the big issue and requested my refund for the panels bill for the two month i was affected, he responded to me denying my request when i know for a fact they had refund in the past to one of my family members for 3 months. Also, when the technician came to my house, he assured me that they did have inverters on stock, they will come in less than a week to replace it. Then ****** told me that i had to wait 7 to 10 days, today ( 8/16/2024) he emailed me letting me know they received the inverter but the service will be done until 8/21/2024. My electric bill this moth was $276.99, my panels are producing but no sending anything to the *** and now i have to wait to the end of this month for the replacement. I am truly requesting my refund for the months of July and August for the solar panels bill, its not fair that you pay for an equipment that is not delivering the service for what was purchased and knowing for a fact that they had refund in a pass to other customers.

  Customer response

  08/27/2024

  Here is part of my conversation with this company, now they are requesting me to remove the complaint in order for me to be reimbursed for my expenses due to this inconvenience, I found this behavior very unprofessional, they should not have to put any conditions to my inconvenience.

  Customer response

  08/27/2024

  Here is part of my conversation with this company, now they are requesting me to remove the complaint in order for me to be reimbursed for my expenses due to this inconvenience, I found this behavior very unprofessional, they should not have to put any conditions to my inconvenience.

  Customer response

  08/27/2024

  I will send the remaining emails in the next update since Im only allowed to 5 attachments 

  Customer response

  08/27/2024

  As you can see, they will only reimburse my expenses if I agree to an impossible, because the complaint can not be removed and it appears they are not willing to respond to the BBB

  

  Business response

  08/28/2024

  *****************,

  In cases that the inverter needs to be replaced, we guarantee you a 25 year warranty on the labor, however we are in the mercy of the manufacturer to send us a replacement. 

  As soon as we received the replacement we took care of it for you.

  If you have any other concerns or questions regarding the extra bill that you had during that time, you can always reach out to SolarEdge directly.

  Thank you

  Customer response

  08/28/2024

   
  Complaint: 22153845
  
  I am rejecting this response because: I've been reach out to *************** and his response was that i was getting my reimburse in a total "if" i took the complaint from this site.

  At this point i dont think that there's nothing left to say via email, because the way they find for me to get my money back for this inconvenience, is an impossible.

  I got my inverter replaced, now i have one solar panel that is still on zero production, the only think i got left to resolve is my reimbursement for the amount of $706.34

  I provided my conversation via email to the BBB.
  
  Sincerely,
  
  ***** San *************************

  

  Business response

  09/01/2024

  As previously said, Solaria will honor the contractual warranty of 25 years on the labor, however per our contract we do not guarantee any production.

  Solaria is under no obligation to cover any bills due to any equipment being down. We rely on the manufacturer to send us a new unit if there are any issues with their current product. As soon as we receive the replacement from the manufacturer, we schedule the service to our earliest availability. 

  Thank you

  Customer response

  09/04/2024

   
  Complaint: 22153845
  
  I am rejecting this response because: The sole purpose of this complain is not for the replacement of the part. It was opened because i know for a fact, that previously, you had reimburse one of my family members for the same inconvenience, even, there was a period were the panels were producing and the energy was not accumulated, and you paid for that too.

  When i tried to explain to ****** that we ( the customers) should not be paying the consequences of an equipment failure, that this suppose to be your responsibility, he wrote back to me telling me that you are not responsible.

  But then, when i opened a complaint, ****** could write to me asking me to delete the complaint and you will reimburse my expenses back.

  First: the complaint can't be deleted.

  Second: there not suppose to be any condition to get my money back.

  There's no service delivered for something that we ( the customers) are paying for
  
  Sincerely,
  
  ***** San *************************

  

  Business response

  09/13/2024

  Solaria does not guarantee any production per our Purchase Agreement that was signed by the Purchaser.

  Unfortunately the Inverter had to be replaced and as soon as it was received by the manufacturer it was taken care of.

  Customer response

  09/18/2024

   
  Complaint: 22153845
  
  I am rejecting this response because: Solaria reimbursed before for this same issue, and i repeat, it was one of my family member that happened to be recommended by me.

  His Names: ******************************* and ************************. I can provide the address if need it.

  I am not asking for anything Solaria didn't do before.

  Besides, Solaria was willing to reimburse my expenses if I took the complaint out of this web site, and that shows that they can do it, they just only will do in their own terms.

  Please see attachments.
  
  Sincerely,
  
  ***** San *************************

  

  Business response

  09/18/2024

  *****************,

  Any reimbursements will have to be done through SolarEdge who is the manufacturer of your Solar Inverter. 

  As mentioned before, we have fulfilled our contractural obligations by replacing the faulty inverter as soon as we received it from the manufacturer. 

  The SolarEdge customer service number is: *************

  Thank you for understanding. 

   

  Customer response

  09/18/2024

  How come you offered then to reimburse me if I took the complaint off the BBB?

• Initial Complaint

  05/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Solaria solutions has been working in my house for one year . After several inspections and corrections not done I have yet to use my solar panels . The level if incompetancy I have seen is ridiculous to say the least . I spoke to ********* 2 weeks ago and he told me we were waiting on county inspection that they had set up . The inspector came today to tell us they scheduled the inspection and none of the corrections have been made yet . I am fed up and my next step is calling the lic division for the county followed by legal action if necessary . Do not contract this company they are not professional !

  

  Business response

  05/28/2024

  During the installation it was determined a MPU would be needed. Being FPL, at the time they only had February 16th available (3 months after install). Something went wrong for that shut down and was rescheduled for February 26th, which was when it got completed. After that MPU was completed, we had to get the plans revised.

   The required revision was submitted on April 24th and completed on  April 29th. Upon completion, the revised plans were sent to county where it sat for almost 1 month before their approval. Once the revision was approved by the county, the Solar final was rescheduled for Friday, May 24th.

  That inspection failed because not all of the fixings had been presented on the first revision request. 

  After speaking directly with the inspector on May 24th, we were advised to call the Inspector once the Solar Final is rescheduled so he can complete the inspection with our technicians on site to fix the corrections needed. 

  
  

• Initial Complaint

  11/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Four months ago, Solaria installed solar panels. Their workers either improperly installed the system, or, parts were found to be missing/broken. No one explained how to read the app to ensure that it was properly installed. After several calls and emails, the situation still has not been resolved. I spoke with a gentleman named ****** who assured me that the issue would be resolved three weeks ago. The issue has not been resolved. I have left two messages in the past week with no response. I left another message today, which I understand they are not open currently. They have not kept me updated ongoingly so that I can have confidence in their ability to resolve the issue. A return call regarding the status of repair is not too much to ask for considering that we are four months out and I am still paying my full electric bill due to their workers' inability to create a functioning system. Immediately following the installation, I received an email offering a $100 ******* gift card if I provided a five-star rating. Their "perfect" public rating now makes sense. They need to do better. I need to know what the current issue is, what they are actually doing to resolve it, what the expected turnaround time is, and for someone to explain how to read the app to ensure that the system is functioning as it should. $18K is a great deal of an investment for us to be four months out with an ineffective system.

  

  Business response

  11/30/2022

  Thanks again **************** for allow me to go to your house and explain about the issues with the electrical company, your actual comsunption and let me apologize for the lack of communication. We are here for you. I am working to get someone to get in contact with you about the app. If you need anything or if you have any questions please call me, you have my cell phone number.
  Thanks again for you business!!!!

  Customer response

  12/05/2022

  ******* came to our home last Friday and apologized for the lack of communication from their company. He was unable to provide the details concerning how to read the app but assured me he would be in touch with an engineer from the app company and would provide the information for the contact, which has not been done yet. He explained the two repair issues, the first issue being that the inverter was installed backwards. The second repair (on 11/7/22) included the installation of a monitoring device that allows ********************** to monitor our energy production, etc. 24/7 in case of any future issue. Another part of the second repair was a piece missing from the inventory that the worker had to go get and bring back to install on 11/8/22. There should have been a call/note left in the door regarding the completion of this. ******* covered last month's solar panel bill as well as the coming month's bill as a good faith gesture. At this point, we're still needing to be walked through the app.

  

  Business response

  12/27/2022

  The system is working properly and we have contacted ***************** to go over over the features of the monitoring app.

*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. ↩