Complaints

• Initial Complaint

  01/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Solar panels are still not working with multiple phone calls. They stuck us with 2 bill payments, they damaged roof. Inside and in my attic. When I call nobody gives me any assistance and I want them to take back the solar panels and clear the loan as well as fix my roof

  

  Business response

  01/19/2024

  We understand the frustration that may arise when system errors occur during the activation process. Such occurrences are not in line with our objectives to ensure customer satisfaction. Regrettably, project cancellation is not a service we provide once a project has been initially installed.
  

  As of now, we have not received in any cases, notes, or photos from Mr. or Mrs. ******* regarding damages to the roof or attic. In the event that damages are identified as a result of our installation, they would fall under our warranty coverage. We are committed to evaluating the appropriate steps to rectify any issues and ensure that the installation meets the expected standards.
  
  Although loan coverage was previously provided, our compensation policies have been revised to no longer include this offering. Recognizing this concern, we will conduct a production audit and proceed to issue payment for the energy the system should have produced at the current utility rate. This is prompted by the absence of response indicated on the monitor. Reimbursement may be completed upon completion of the repairs, which is currently pending scheduling. 

  
  

  Customer response

  01/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  The ticket has been in process for months to be fixed and it’s still not corrected. You guys dont even stay in contact with us. We have to keep reaching out to you guys and keep being told the same thing there’s a ticket put in.
  

  we did complain about the nails in the attic and was told someone would come out to fix. That never happened either. Pictures are attached.
  

  you informed us we would have 4 months between the time the loan started and the electric bill that also hasn’t happened as I’ve been paying both. After you guys informed us you wouldn’t adjust the payments.
   
  Regards,
  
  ****** *******
  

  

  Business response

  01/23/2024

  We have directly contacted Mrs. ******* to address and clarify the current situation. We apologize for the lapse in communication and understand the frustration caused by the lack of updates from our repair coordinators. Recognizing the inconvenience of not having a timeframe, we will honor the previously offered payments as an exception to our updated policy. We acknowledge that this falls short of our service expectations, and we are actively working to restore timely service to the area. Thank you for your understanding.
  
  Regarding potential damage concerns, the correct installation involves nails protruding through the decking for structural integrity, a detail verified during the passed inspections. We are currently reviewing an additional photo showing an altered roof appearance, and we will address this further once scheduling availability resumes.
  
  We also understand the frustration of always having to initiate contact. We will work on maintaining an open line of communication regarding the status of the pending appointment for electrical work and to further investigate the potential roof concerns. 

• Initial Complaint

  01/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Description of complaint: Began July to August 2023 installation wasn't till mid Sept & not turned on until November 12 panels didn't work. 3 of them tried to work but didn't. Solgen Power LLC org told me they would reimburse my payment for the month of December. Then they reneged on that & changed it to a prorated estimate of what I would have lost with my energy with the 12 panels down. If they want to do that they need to take it back to August. Broken for 1 month now & no one has come out to inspect or fix it. They keep blaming it on the Solar Mfg to send them information. I am very frustrated I am paying for this & do not have panels that are working. I have a loan through Good Leaf loans. Solgen has already been paid for my job. I want a refund for my first payment of $397.92 which they org. told me they would do it for me. If not fixed by January they will have to pay me another $397.92.

  

  Business response

  01/19/2024

  We acknowledge the frustration that arises from encountering system errors when a system goes live. Such an experience is not in line with our customer satisfaction goals. The payment for December was denied as the Permission to Operate was granted in November, preceding the payment due date.
  
  While loan payments may have been extended as a courtesy in the past, our compensation policy has been updated to exclude this practice going forward. The required information has been collected, and the current request is awaiting scheduling. In recognition of the inconvenience caused, we commit to conducting a production audit upon the completion of repairs. We will consider the Lost Production of the affected panels, which did not register a response upon activation, and issue payment in accordance with the prevailing utility rate.
  
  This appointment is covered under the warranty, and Lost Production is the new courtesy we extend in light of the situation. We appreciate your understanding as we work to address and compensate for the inconvenience experienced.

  Customer response

  01/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ***** *****
  

• Initial Complaint

  10/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I began to pay Solgen Power for solar power in the beginning of Summer 2021, it is now 2023 and though I have panels on my house they have never been activated. I am still paying a bill of $222 a month yet without service. The company has been aware that I do not have service and has promised that technicians will come out to rectify my issue, however the technicians always cancel the appointment the day before their scheduled appointment. I currently am paying for both my electric bill and my solar Bill though I do not have solar power . I am seeking for a full refund of the services that I have paid for thus far and never received and I am seeking for the job to be finished and complete so that I can stop paying my electric bill and receive solar power as I was promised and agreed to. Better Business Bureau please step in. I am being taking advantage of. My telephone number is ###-###-####

  

  Business response

  10/12/2023

  We would like to extend our sincere apologies for the extended duration it has taken to complete the project in question. We understand the frustrations that delays can cause, and we genuinely regret any inconveniences this may have caused. It is our firm belief that the delays are a result of mutual challenges, and we remain committed to resolving this matter as efficiently as possible. Primary concern regarding the project is the inspection status, which has yet to receive a pass. Specifically, the issue revolves around a bush located in close proximity to the system disconnect, and the inspector has refused to sign off until the required clearance is achieved. To demonstrate our commitment to resolving this matter, we have offered multiple potential solutions, including our willingness to cover the cost of a professional landscaping company to rectify the clearance issue. Our objective has always been to expedite the inspection process and complete the project so that the system can be energized in a timely manner. We understand that all our proposed solutions have been denied thus far. Rest assured that our Construction and Management teams are collaborating closely to explore alternative options and present them to *** ****** as soon as possible. Once we have a clear understanding of the necessary steps to reach the project's conclusion, we will be more than willing to discuss any potential compensation for the delays incurred. We have made genuine efforts to provide solutions to the issue at hand and have even faced the challenge of being dismissed from the property at *** ******** request.

  Customer response

  10/12/2023

  
  Complaint: ********
  
  I am rejecting this response because it is filled with untruths. At the time the services started and that the solar panels were installed the placement of the box was never a question. At the end of install we were told that the services would be activated as soon as the electrician from our local electric service check the lines and approved the install. We were later informed that Solgen received the approval and had activated the services and that the only thing that we needed to do was to complete the manual steps of turning on the switch outside of our home. We experienced a storm several months later than knock out the electricity alerting us once again that we were not solar connected. After reaching back out to Solgen they once again sent us the manual to turn on our Solar manually by way of the box outside of our home. This all was happening approximately 9 months after install. Once we followed the steps in the manual and still did not have solar power we reached out to the company once more. It is at this time that the company said that they could not turn on the services that they already told us that they activated due to a bush in front of the box that they installed on the side of our home. There were no offers made for a landscaping company to come out into revisions. They suggested that we cut down our Bush and ruin our Landscaping for a box that they installed behind a bush in our yard. After alerting the company that we were not willing to ruin our Landscaping we asked if they would reroute the Box to a part of our home that did not have a bush or Landscaping, Solgen agreed to reroute the box for $5,000. To this we were not willing to pay $5,000 for a botched install caused by Solgen power. They then agreed to escalate the situation to see if they could reroute the Box and add the mentioned amount to the back end of our install that would not raise our monthly prices. Once again apply for a month went by and I never heard from the company again. I recently called the company in August to alert them that we were still without power. I once again asked for the job to be completed and for a refund for the time that we have been without services. To this the representative said that she could see that our services were not activated and that she would send someone to check our panels to see why it had not been activated and that we would receive a refund for the time that we were without service. This appointment was scheduled for September the 27th, this appointment was also canceled on September 26th. One week later another representative called and rescheduled our activation appointment for October the 11th but this appointment was canceled on October the 10th without explanation. Therefore I reject this response because it is untrue. I do have the documents to show with the date as to when they said that all I needed to do was click a switch for my services to turn on but later said it was because of a bush. Once they said it was because of a bush they then said that they would reroute the Box after we were not willing to watch our yard for their mishap but then they tried to charge us for the reroute. They have always said that once they rectify the issue then we would get a full refund for the time that we have been without service the issue is that we continue to be without service because they continue to cancel appointments and not follow through on any of the escalations and any of the many reasons that they claim that we are without service.

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

  

  Business response

  10/24/2023

  This has been further discussed by management and we have reached the decision to cover the cost to relocate the known "issue" which is the electrical boxes located near the landscaping. Our electrical foreman is currently working with utility to get this work scheduled so we can complete and finalize inspection. 

  Customer response

  10/24/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  I agree that Solgen Power should relocate the Box and cover the cost of the relocation as they have agreed to do. However I do need a total refund for the time that I have had to pay for solar power that I have never used nor received from the company and that has never been activated by Solgen Power. I pay a monthly charge of $241.12 for solar power and have never received solar services. If I can have both of these accommodations as a resolution I will accept. So to be clear I need Solgen Power relocate the box in question, cover the cost of the relocation, and also refund me for the entire time of service that I have paid for without use of service. Please accommodate

   

  Regards,
  
  ****** ******
  

  

  Business response

  10/31/2023

  Our Customer Support department has been informed about the extra compensation request. The request is presently undergoing a review, and we will contact *** ****** to confirm any additional compensation that we find necessary.

  Customer response

  11/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  

  I would love to talk to a representative of Solgen Power to confirm the necessary compensation mentioned in my earlier response but I have heard nothing from them yet. I've heard no response nor received any calls from the company.

  
  Regards,
  
  ****** ******
  

  

  Business response

  11/28/2023

  Reimbursement has been requested, approved, and paid. $2,411.20 was reimbursed to *** ******, in line with our compensation policies. We believe this matter to be closed. 

• Initial Complaint

  10/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ongoing request for repair since June 30. The monitoring system shows the system is not working, and is reflected in our electric bill. We have a service contract and despite this they have told us that the tech that services our area quit and they are unable to provide a tech.( this was a week prior to our Oct 1 appt.) I f they can't service us we need our money refunded so we can hire another company to service us or remove their system and pay off the balance on our loan.

  

  Business response

  10/24/2023

  We are currently working with *** ******** to address these concerns. As we have been unable to fill our vacancy in a timely manner, it was approved today, 10/23/2023 we will work with a sub contractor in the area and cover the cost as the system is covered under warranty. Upon completion of the fix, our Customer Support team can also complete a production audit to determine how much production (kWh's) was potentially lost. We are sorry for any inconvenience this has caused and we are working to restore our timely services in the area. 

• Initial Complaint

  04/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The contract was signed 3/2/23 to have solar panels installed for a total of $28,082.82, with $8,424.85 for the first payment after signing. The contract states that the rest of the funds will be paid after the installation and obtaining the final inspection. The panels were installed on 4/3/2023 and the final payment was made on 4/5/2023 by the finance company that partnered with them, GoodLeap. However, the inspection was never completed, or even scheduled. I voiced my concerns that the install did not match the final design that met requirements approval and that was agreed on by myself (the homeowner). I have contacted Solgen directly with my complaints, as well as the finance company to query why a payment was made on my behalf without the completion of the final inspection, with no resolve. Because Solgen Power has defaulted the agreed upon contract, as well as the gross incompetence of the install, I am petitioning the contract null and void and requesting the funds be returned to the finance company in full. I would also like to set up a date to have Solgen Power retrieve their supplies (solar panels), restoring the property back to its original state.

  

  Business response

  05/02/2023

  To whom it may concern, we do not offer project cancellation beyond installation as a company. The agreement is for a specified system size, design changes are common and our agreement does not state we need approval for the design. We are working with utility to complete interconnection so we can proceed with inspections and applying for Permission to Operate. We will complete this project once we have completed coordinating with third parties, the jurisdiction for inspections and utility for Permission to Operate. Attached is our simultaneous response to the Attorney General. 

  

  Business response

  06/20/2023

  We would like to make it clear that this is not a matter of safety and firmly reject that premise. We applied for all required steps prior to installation. We have approved plans and the permitting applications were complete. The error we experienced was with the interconnection with utility. We originally submitted the application on 3/10/23. On or about 3/27/23, we received an email stating corrections were needed to the application. We followed up repeatedly received a response on or about 4/25 that they were finally reviewed. We experienced additional errors and utility prompted we submit a new application on 5/23/23. The interconnection agreement is necessary paperwork for the inspection and is awaiting a new signature from Ms. *****. We expect approval upon signature from Ms. ***** and we can proceed to inspections. Once inspections have passed, we apply for Permission to Operate with utility and get approval to energize the system.
  
  We are sorry for the delays experienced with utility, we were unable to submit changes through the standard portal and a response directly on these issues, a new application was determined to be needed. Our standard policy is to only reimburse for delays caused on our end, but we do believe in Customer satisfaction and don't want Ms. ***** to pay for a system not yet powered on. The lender payments do begin three months after installation regardless of energization, our Account Management discussed the possibility of some payment coverage to get the system to completion. This being said, we would appreciate cooperation in competing the necessary paperwork pending signature so we can get inspection and finish the application for PTO.
  
  We understand we have f***** short on the expected service, but these are not grounds to rescind a binding agreement for installation and after initial installation, cancellation is not something we offer as a company. 

  Customer response

  06/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  As previously stated, in order to have a binding agreement both all parties involved have to committ and uphold to the agreements drawn up. Solgen Power did not do that. The date that seems to be missing is the date the electrical permit was secured, which is my complaint. The issue with the interconnection should have been sorted out before installation and before the last payment was made.  This company is dishonest and customer satisfaction does not seem to be high on the priority list. Sorry is not good enough when I have to turn around and pay another company to do a job Solgen was unwilling or just incompetent to do. Bottom line is experience with the planning, communication, customer service and install were horrible. I'd rather give the money to a better deserving company. 

  Regards,
  
  ***** *****
  

• Initial Complaint

  04/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 11/5/2022 I entered in contract with Solgen power to install solar on my home at *** ******* ** ****** ** *****.They started the install after several attempts at getting the permits through the city. At the time of install they could not cut through the brick to place the conduit into the attic to tie into the solar panels and a 3nd location into the basement to tie into the electrical panel so they beat the bricks with a sledge pushing them in. they never repaired the grout around the brick so rain water is coming into the home and is visible running into the electrical panel. Furthermore; 3 solar panels are not working and the needed part for the end user application to work is not installed. Solgen wants to send me the parts and have me hire a 3rd party vendor to install them for me. My opinion is I paid them $49555 for solar and install and they need to complete the installation completely and correctly! I have contacted them on several occasions (over 12 times) and they keep making promises to correct and fix the issues and never have. the last appt for them to come fix the issues was Monday April 3. On April 4 when I called them to say they never showed i was told they had closed the tickets and all work was complete. Solgen text messages and email correspondence available upon request. I have them all

  

  Business response

  04/11/2023

  To whom it may concern, our monitoring department created a work order to address any system issues and at the latest, our teams will follow up on 4/17 to get this scheduled. 
  In regards to repairs needed not related to the system, we are working with subcontactors and are awaiting a response. We will get this scheduled and completed. A member of our Customer Support Leadership team is maintaining an open line of communication to follow up on resolution. 
  
  

  Customer response

  04/11/2023

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

  This is the 2nd date given to me by Solgen. They missed the 1st date already and they keep closing my tickets.
  
  Regards,
  
  ******** *****
  

• Initial Complaint

  03/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I installed panels on my roof I was told my roof was fine and didn't need to be replaced I had life on my roof....3 years later my roof has leaks and is out of life and now I'm being told I owe them $20,000 for a new roof and they don't offer financing or $10,000 to uninstall/reinstall however I have been over a month trying to get a phone call back.....I have numerous attempts with trying to get this resolved and nothing.....I even reached out to the loan company for help and not even they can get an answer! Yet I still need a roof and can't take the panels off because I can't get any service from solgen! Yet none of this is in my contract.....they didn't have a roofing division yet I can't get an answer on who the roofing division is! No one is willing to help soooo I wait until my roof falls in I suppose! Horrible company horrible experience but not giving up! They need to be help accountable for their misleading product and just being a company who gives solar panels a bad name!

  

  Business response

  03/20/2023

  Solgen Power appreciates **** ********** feedback. However, Solgen Power is not able to wave the fees for the uninstallation/reinstallation of their solar panels for the roofing work that they are planning to do. Solgen Power does a roof assessment to determine if the roof is sturdy enough to have solar panels installed, and may recommend additional work for the roof, up to and including a retrofit, or a full reroof. If a reroof/retrofit is not required for the installation of solar panels, or if the customer waives the recommendation, then the retrofit/reroof will not be done. 

  Customer response

  03/21/2023

  
  Complaint: ********
  
  I am rejecting this response because:when the roof was inspected there was never anything that was said about my roof other then it was good to have panels put on.....3 years later I'm told the roof was out of life and never should of put them on.....however the price that was discussed is not being honored unless I have solgen do a reroof which no financing is available or has anyone even came to see the roof and solgen is looking at plans from 3 years ago.....also when asked about the reinstall who would be doing it and I wanted a contract to sign to make sure the prove would be what is discussed they tell me I can't do that until I pay the money up front and it the cost could go from 9300 to 12000. The company is just not willing to work with me at all...
  
  Sincerely,
  
  ***** ********

  

  Business response

  03/24/2023

  To whom it may concern, Solgen Power remains sympathetic to this situation. We have discussed multiple options with this customer to waive our uninstall/reinstall fee. We even included information regarding re-roof only financing that may be available through GoodLeap, but we were advised that this Customer did not want us to repair their roof. We are only able to waive this fee when we are completing the re-roof. If Customer wishes to proceed in getting a new roof through a third party, our fee applies. We do require payment in full prior to completing any work. 
  
  Viewing our records, this information was relayed prior, on or around 3/14/22. Additionally, from our records, we were able to locate the waiver signed by the Customer. We may advise a re-roof prior to a project but any Customer has the option to sign the waiver and proceed to installation regardless of roof condition. As we passed inspections, electrically and structurally the roof is sound. 
  
  

• Initial Complaint

  03/13/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We were told the solar panels purchased would cover 70% of usage and our electricity bill would go down. Neither has ever happened. We've never gotten more than about 50% usage and saw only a few dollars if any difference in the utility bill. Every time we tried to contact then we've been ghosted. Told we'd be contacted and crickets. Apparently our salesperson is no longer with the company, but no one else can be bothered to help explain the situation to us or help us use their own recommended app. We found them at a local home & garden show and explained our situation and were told Joey would contact us within a week, confirmed our contact info - and have heard nothing. We have friends and family interested in solar but honestly cannot recommend it based on our experience with Solgen. Terrible customer service and broken promises have definitely led to buyer remorse for solar panels. I can't trust the industry as a whole due to our terrible experience with Solgen.

  

  Business response

  03/24/2023

  To whom it may concern, per our agreement we cannot guarantee energy savings through use of the array. When purchasing a system, we guarantee the system size in which we install, but as production and usage within the home can vary, offset is yearly estimation. We do not see any communication from the provided contact information and the last correspondence we have on the account was a request for the purchase and installation agreement in March of 2022 which was sent. We have proactively assigned one of our Customer Service leads to reach out to this Customer to discuss a resolution of their concerns!
  

  Customer response

  03/30/2023

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

• Initial Complaint

  03/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Nov. 1, 2022 I contracted with Solgen Power to install solar panels on my house. On Dec. 30, 2022 they installed the panels but did not do any electrical work. During the first two weeks of January they did some of the electrical work but it is unclear if it was completed. They have have done absolutely no work on it at all since then. The main person of contact is Rey E*******, ###-###-####. All I have received from him since then are excuses with no remedy in sight. At first, he claimed that the work was completed and they are waiting on the municipality to inspect. This is a lie as I contacted the inspection department and they had not received a request to inspect it. Now, he claims that that the panels must be relocated due to a possible fire hazard but, again, blames this on an "inspection". Obviously, the weather has been slight problem but, as you know, this has been a mild winter with plenty of decent days when they could have completed this work. I have taken off work five days to allow them to complete this work so far and have been available whenever they have requested to do work. All I want is for them to quit making excuses and complete the work.

  

  Business response

  03/24/2023

  To whom it may concern, Solgen Power does apologize for the delays that were experienced in this situation. Corrections were needing to be addressed, a violation of the international fire code and as of today, we received passed inspection results. We will ensure everything is still in order and should be able to send the power on instructions shortly. 

• Initial Complaint

  12/30/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  They will not take me off of their call list they call and text me all day are very rude and curse. Its calls every 10 minutes the manager that I spoke with said he would make sure I got even more calls. It's harassment

  

  Business response

  01/05/2023

  We do apologize for any inconvenience caused by the calls and texts. We escalated this to the appropriate department and have confirmed that your number is now on the DO NOT CALL list. 
  Please don’t hesitate to reach out to us with any other questions or concerns. 

  Customer response

  01/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  

  This was malicious and planned it was not a mistake as per your management your employees call me on private off of their personal phones thinking it's funny. 
  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. ↩