Need to file a complaint?

BBB is here to help. We'll guide you through the process.

File a Complaint

Initial Complaint
11/22/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I contacted this business over well over a month ago. I used to work with a gentleman named *** *********, who is no longer employed there. It took me several days to finally get in touch with ****** ******. We spoke regarding adding additional solar panels, that I was told could be installed on the south side of my house. Little back story here: I actually had gone through this process earlier this year. I had to work for over 8 months before I could get 7 panels installed. The total for this project was *****. I paid in full for these panels in April of 2024, and the project did not get started until mid summer and then finally completed until September of 2024. (I had started trying to get this going towards the end of 2023.) All throughout this time, I had to be the one to initiate and keep the project going. When the project was finished, I was told that I had room for 4 more panels (by the person installing them) on the south side of my house. I decided I wanted to just finish out the south side of my house so I could pay for it during this calendar year. I contacted Momentum this fall to get the ball rolling again. ****** escalated this to his Manager, ***** ***** on October 16th. We spoke about what I needed and proceeded from there. During this time, my main electrical panel had been shutting off. I didn't put it together, but I NEVER have had an issue with this until after those additional panels were installed. Towards the end of Oct, I had to get Oncor and an electrician out here to make sure things were ok as I smelled a burning smell coming from the panel. I asked ***** to have his team look at this and was assured it would be done. Not only am I having to negotiate the same (or lower) dollar amount for my panels (that I had installed earlier this year), but I still haven't had anyone from Momentum look at the potential safety risks in my main panel. This is a condensed version of events. My emails to and from Momentum are all easily documented.
Business response
12/02/2024
Momentum Solar has been in contact with the homeowner. We are actively working on obtaining approval for the relocation of the panels and the addition of extra panels. We are committed to collaborating with the homeowner to achieve a satisfactory resolution and will continue to work closely with Mr. ***************
Customer response
12/02/2024

Complaint: 22594422

I am rejecting this response because:

Mainly due to the fact I do not want this case closed. Yes, Momentum has contacted me, but we are not close in agreement at this time. We are also closing in on the end of the year. I had explained to ***** that I wanted this to be done (at least paid for) by the end of the year for tax purposes. Which is why I started this process in early September. I also emailed a separate representative of Momentum, last week, a detailed explanation for my complaint. I probably could have gone into further detail, or even explained my position even clearer via another call. I do not want to close the case, mainly for accountability and visibility.

Regards,

****** ********
Business response
12/19/2024
Momentum Solar has been in contact with the homeowner. Mr. ******** signed the installation agreement on 12/13/24. Momentum will maintain communication with the homeowner to complete the installation of the additional panels.
Customer response
12/23/2024
[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 this resolution is satisfactory to me. Honestly, more should have been done by the business, but I ultimately accepted the terms. The communication since filing has been acceptable. I can only hope it continues until everything is complete. I still have not received a response for questions regarding the panel affecting other breakers. I've emailed and spoken on the phone, as well as talking to the *** that came out to take pictures of my system and batteries.

Regards,

****** ********
Initial Complaint
11/22/2024
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Just like many other complaints filed against this company, one of the main reasons I decided to finally get solar panels was because they offered to remove and replace the panels 1 time during the contract period at no charge. I knew my roof would not last the ***************************************************** as any savings obtained from solar would be completely negated if I had to pay for the removal and replacement of the panels when it came time to replace my ******* 7 years into having the solar panels, my roof needs replacing. So I call Momentum to start this process and was told I need a coupon or voucher that was provided at the time of sale. I was never given one and never asked for one as the salesman told me this is just part of there installation policy and service provided for choosing Momentum and why they are a leader in solar panel installations. After several calls with Momentum I asked for a quote anyway just to see what it would cost and a week later still have not received one. I called them back requesting to speak to a supervisor and was put on hold for almost 30 minutes. The representative told me no supervisor is available but did get in a quick word with one and was told that even if i did have the voucher they could not honor it as the panels and financing was through *******. I did not select ******* and Momentum are the ones that did business in this fashion at no choice of my own. Momentum knew they partnered with ******* at no choice to the customer, why would they make this offer. Either this was bait and switch at the time of sale or Momentum is not honoring promises and agreements made at the time of sale.I advised the representative that I would still like to speak with a supervisor to resolve this matter and was promised a call back within 48 hours. Needless to say those 48 hours have come and gone.
Business response
12/02/2024
Momentum Solar has been in contact with the homeowner. The homeowner has been informed that their concerns are currently under review. The homeowner will be contacted with an update on the resolution.
Customer response
12/09/2024

Complaint: 22590558

I am rejecting this response because:

It has yet to be resolved.

Regards,

**** ****
Business response
12/16/2024
Momentum Solar has been in contact with the homeowner. We have let Mr. **** know that we will be honoring the one-time free removal and reinstallation of the solar system. The agreement reflecting the new cost has been sent to the homeowner. Once we receive the signed agreement, we can proceed with the removal.
Customer response
12/20/2024

Complaint: 22590558

I am rejecting this response because: I consider it resolved in the sense that they promised to uphold the one-time removal and reinstall at no cost and have a signed Agreement to that effect. However, I do not consider it fully resolved until the work is complete and the solar panels have actually been removed and reinstalled with no other costs involved, within reason.

Regards,

**** ****
Business response
12/27/2024
Momentum Solar has been in contact with the homeowner and has confirmed the temporary removal of the solar system for Monday, January *******. Once the homeowners roof has been completed and the completed roof photos have been submitted to our team, we can schedule the reinstallation of the solar system.
Initial Complaint
11/21/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Met with a sales agent at the house, set up a later date visit do to time of the evening, decided not to go with Momentum Solar and advised the office personnel. Now Recieving 10 plus phone calls a day, some with people on the other end, some are just hang up. advised multiple time over the phone to stop calling me, sent there main office a contact letter. Still no help. Seeking council very soon.
Business response
11/27/2024
Hello and thank you for reaching out. We have ensured that your phone number was removed from our lists. We apologize for the inconvenience and ask that you please allow a few days for the phone number removal to filter through our systems. Thank you.
Initial Complaint
11/18/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I was given a concession letter from Momentum Solar for numerous issues during the contract signing phase, where I am supposed to receive a check from them covering the first 6 months of my payments to Dividend Bank (who provides financing for solar panels installations). The letter was signed on 9/5/24, and I was told, I will get my check within 2 weeks after energizing. Well, my panels were energized on 10/16/24, today is 11/18/24, and I called to their customer service numerous times - my payment is not even with accounting still, it's still pending final approval from the upper management. I will try to call the customer service again, but these reps can't really talk to anyone, they communicate via messages and only can tell me the status based on what they see in their system. This is not helpful. So I am reaching out here, in a hope that it will help me get my check at last. The amount is $1,650.48.
Customer response
11/20/2024

Better Business Bureau:

I submitted the complaint, and coincidently, in the evening of the same day I received the check from Momentum.

Regards,
**** *******
Initial Complaint
11/15/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I'm on the do not call Registry list I ask Momentum solar to stop calling me several times and remove my number from their data base , I'm not interested any any of their products yet they continue calling .I don't really want to take legal action because but their are forcing my hand if they don't stop.
Business response
11/21/2024
Hello and thank you for reaching out. We have ensured that your phone number was removed from our lists. We apologize for the inconvenience and ask that you please allow a few days for the phone number removal to filter through our systems. Thank you.
Initial Complaint
11/14/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Solar Install nothing has gone right with this process. installed system but did not take into account my electric vehicle not producing enough electricity so they agreed to do add on panels took longer then expected as they submitted incorrect forms to UI 2x finally approved and they come install i was told add on (in my eyes that means just connecting new panels to current system) that was not case as they had to add 3 big boxes on side of house to go with the other 3 big boxes from previous install. I was not happy as this was their original mistake. I was told its a law so i really had no choice. Once complete installer said they will call me tomorrow as they need to come inside with a part and finish install. I did not hear from anyone for a few days. Called and was told bye customer service the part they need is custom order and can **** *-12 months. No one has called me to discuss or explain and I have left multiple message with the management I spoke to. I am disgusted with the process and communication and and sitting here being called daily to pay my bill for install but install isnt complete yet no one calls me to talk about the issues.
Business response
11/22/2024
Momentum Solar has been in contact with the homeowner and has offered to waive $500 from the homeowner's open balance as compensation for the inconvenience. The homeowner is not responsible for paying the balance until the installation is complete. Momentum will continue to communicate with the homeowner until this matter is fully resolved.
Customer response
11/26/2024
[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 this resolution is satisfactory to me.

Regards,

*********** ********
Initial Complaint
11/14/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
This company installed solar on my house last year with a battery backup. The battery has stopped working and will not charge. I started calling the customer no service early August all they do is apologize and say they will take care of I have called 4 times still nobody has contacted me or come out to fix the system. It is under warranty I just want it fixed this the worst company I have ever dealt with
Customer response
11/12/2024
MOMENTUM SOLAR
**************************
****************, *******; 07080
************
Business response
11/22/2024
Momentum Solar has been in communication with the homeowner. We scheduled a service call for 11/21. During our site visit we identified that the issue with the batteries was related to a software error. The issue has been rectified, and the system is now functioning properly.
Initial Complaint
11/13/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Momentum Solar came knocking on my door June 2024. Their representative did not identify himself as working for Momentum Solar, and rather stated he "works with (my) electric company to provide energy improvements for a benefit available in my area". I made a very bad mistake accepting this at face value, and ended up giving him my information. Someone else would come by in a few days to go over everything, this was just to get my information and schedule an "appointment". I called my power company, who told me it was all ********, and this was a solar salesman. The second ****** came to the house, which I reamed out for lying to me.Momentum Solar then called me 2-3 times per day, each time being told I was not interested, to stop calling me, and to remove my number. Each representative, to a ******, said that they would. More calls followed. Yelling at them does not deter them. Wasting their time with silence does not deter them. Telling them fake non sensical information does not deter them. They've called throughout every month since: July - November. This week, I have been called 6 times in 3 days - each from a different number to avoid the block I put on every incoming call from them.A completely fraudulent opening premise, deceptive business practices, excessive phone calls, insufferable representatives. This company is awful - I wish there was more to do to make it stop.
Business response
11/15/2024
Hello and thank you for reaching out. We have ensured that your phone number was removed from our lists. We apologize for the inconvenience and ask that you please allow a few days for the phone number removal to filter through our systems. Thank you.
Initial Complaint
11/08/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have asked this business numerous times to stop contacting me. Theyve been calling me twice a day every day for the past three months. This is the second time I have filed the complaint with the BBB against this company issues have not been resolved.
Business response
11/14/2024
Hello and thank you for reaching out. We have ensured that your phone number was removed from our lists. We apologize for the inconvenience and ask that you please allow a few days for the phone number removal to filter through our systems. Thank you.
Initial Complaint
11/07/2024
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have had solar panels installed through momentum solar in 2017. After a lengthy conversation regarding the health of my roof prior to instillation (14 years old at the time) the sales representative ensured me that a one time removal and reinstallation will be complimentary. Before long an inspection was performed and the evaluation determined that the roof to be adequate dispite it being 14 years old. I now need to replace my roof and when I contacted momemtum solar they are stating that I need to provide them with a certificate that was provided by them prior to the instillation. At the time a printed (physical) letter head certificate was provided which I am unable to locate at this time. Momentum solar also does not have a physical or electronic copy of this certificate along with my other documents and is now stating that they will not honor the agreement becuase they as well as I are unable to locate the document that they provided.
Business response
11/15/2024
Momentum Solar has been in contact with the homeowner.Momentum Solar is actively working on a resolution and will maintain ongoing contact with the homeowner until a satisfactory solution is reached.
Customer response
11/18/2024

Complaint: 22525340

I am rejecting this response because:

I have been contacted by three different individuals from momentum solar and each has provided me with different responses. According to them the only way they would provide their one time complimentary service is if a physical copy of a certificate that was provided in 2017. I unfortunately cannot locate the only printed copy provided and they have not maintained a record of it as well. When asked about if the promotion was offered to all customers or only some one representative stated that the system needed to meet some technical requirements to qualify. When asked what those requirements were so I can show that I indeed did receive and qualify for the promotion the representatives magically have no way of showing what those requirements were. When asked if the promotion was offered to all customers, another representative indicated that it was offered to all within that given year. When asked for supporting documentation they have nothing to present. another representative sent me a message indicating that they would remove the panels and perform the roof replacement for a set fee however when they asked me about what the actual issue was (roof was leaking and needed to be patched and replaced) they contacted me by phone resending the offer that was made. I would like for momentum to disprove that this promotion was ever offered to me with supporting evidence to show that my system did not meet the requirements or timeline for a promotion that was offered.

Regards,

***** *****
Business response
11/25/2024
Momentum Solar has been in contact with the homeowner, and we have let them know that we will honor the one-time removal and reinstallation of the solar system that was promised. Currently, Momentum is awaiting approval from ******* to proceed with the removal and reinstallation. Momentum Solar will continue to communicate with the homeowner until this is resolved.

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. ↩

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

Complaint Details

Showing all complaints

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Business response

Customer response

Business response

Business response

Customer response

Customer response

Business response

Business response

Business response

Business response

Customer response

Business response

BBB Rating & Accreditation

Contact Information

Customer Complaints Summary