Complaints

• Initial Complaint

  01/11/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In early March 2023, I checked Energy Trust of ****** to be sure that Pure Light was one of their contractors, so that I would be eligible for their cash incentives as I added solar panels to my home.Pure Light Power was listed. On March 21 2023, I signed a contract with Pure Light Power. At that time I felt they were very professional and efficient. However, I made phone calls later on, asking about the incentives. I got the run around, being given another person etc., leaving messages that were never answered. This is when I became more wary of Pure Light Power. I finally contacted Energy Trust of ****** and found out the company had been taken off their list of contractors, as of April 1, 2023 - Pure Light, of course, did not mention that to me as I asked about incentives. But I thought I was still covered. However I found out that the cash incentives are not awarded until the job is completed, and that was several weeks later, when Pure Light Power was no longer a certified contractor with the Energy Trust. I am living very tight financially, and would never have gotten solar panels without expecting a large reimbursement from the Energy Trust.

  

  Business response

  01/17/2024

  We acknowledge the frustration expressed. However, it's important to note that any tax or rebate incentives are administered by third parties and are subject to change. Our agreement does not assure savings or guarantee the availability of incentives. Once a project is completed, as a company, we do not provide refunds for project cancellations.
  

  Customer response

  01/17/2024

   
  Complaint: 21116130
  
  I am rejecting this response because:  I know that Purelight needs to take responsibility for its salesman who misinterpreted and also withheld the information that Purelight was no longer  going to be an active contractor for ******** ********** of ******* which, in turn, took away any possibility of state incentive money to me.  I would not have gone with Purelight, had I known.  As mentioned previously, prior to our meeting with the salesman, I did check the ****** ***** of ******* and Purelight, at that time, was still listed.  So what is a person to do?
  
  Sincerely,
  
  ***** "*****" *******

• Initial Complaint

  11/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I did not buy from this company. I filled out a form to find out if they offered solar panels in my rural area, which is what their ******** ad said the info was for. They called me. I wasnt available and let it go to voicemail. They then called me at least four times directly in a row in the same few minutes as well as sent a text with some strong sales phrases, and because of this I decided it sounded like a business that used a lot of pressure tactics, so I decided to not work with them or answer their calls. These repetitive calls and manipulative texts continued for days on end from different phone numbers. Every single day. I know they were from purelight because after a few calls directly in a row in the same minute or two, there would be a textsometimes declaring who it was, other times being more cryptic. The pattern was uncanny. After a month or so the calls and texts slowed down. And I stopped screening numbers I didnt know. I ended up picking up a call today. I asked politely and immediately to please be taken off the list. They asked if I changed my mind. I said yes. They asked why. I said I hadnt expected to be contacted so much. They then mocked me saying they fill out forms all the time without expecting more info all the time, so they understood, perfect. And then they hung up on me. And I was reassured that I was right to not work with them. I felt harassed when they were calling as well as when I answered.

  

  Business response

  11/10/2023

  We've alerted our **************** about the request to halt further contact, and our records have been updated accordingly. We apologize for any inconvenience caused. While we enthusiastically pursue all leads, it's crucial to maintain a professional standard.
  

  Customer response

  11/10/2023

   
  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.
  
  Sincerely,
  
  *********************

  Customer response

  11/14/2023

  Theyre claiming that now because they were supposed to have removed me. Here is just one of the texts I received from them. 

  

  Business response

  11/16/2023

  We never meant to contest or challenge our outreach efforts. We apologize for any misunderstanding regarding the concept of a marketplace relationship as perceived by our marketing team. As mentioned earlier, we've adjusted our records accordingly and will honor the request to halt further communication. Thank you for your understanding.
  
  
  

• Initial Complaint

  10/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We contracted with pure light power to install solar on our home.Multiple problems have occurred and nothing has been resolved thus far.First, one of their employees dropped something and hit one of our vehicles causing damage. We addressed this with pure light power, only to be basically blown off and told that there's no way they could have done it when there was no other possibility but it was them..Second, when we agreed to purchase the system, the salesman specifically told us we would be eligible for a $13,000 rebate. This was to come either off the bill or we would also have the option of getting a check. We chose to receive a check so that we could use that money towards other things on our home. We have yet to see a check, the salesperson has his phone set to automatically send us to voicemail, and when I've talked to Pure light, they deny any such program ever existing. Either the salesman is a liar, or pure light dropped the ball. Either way, they should be on the hook for that $13,000 because we did our part.We also have problems with debris left to not cleaned up properly, namely some screws in other Hardware that could have easily punctured tires.As of the date of this complaint being filed, we still have not had our witness test in our system is still not live and we are going to be due to start making payments on this very soon. To say that we are unimpressed with the lack of professionalism out of this company is an understatement. To say that we are displeased with the service we received is an understatement. It seems to me that pure light power is more interested in putting coin in their pocket and then not doing much for the customer once they receive their payments. Our system is still not live, and until I complained they hadn't even gotten the witness test scheduled or even gotten a representative from MidAmerican assigned yet.I am not amused of the fact that when we tried to resolve this with the main office, we were told we'd reach somebody in ****** but it wasn't the corporate office, when the phone number was on the website as a corporate phone number. This does not seem very honest either on the website, or with the person we spoke with. We cannot get anything resolved and they are purposely avoiding us at this point.

  

  Business response

  10/30/2023

  After a thorough review of the situation, we have identified five primary points of concern, and we are committed to addressing each one.

  Vehicle Damage during Installation: We have confirmed, through photographic evidence collected at the time, that the vehicle damaged during the installation is not the same one that was present in the driveway at that time. Based on this, we do not believe we are responsible for the damage as reported.
  
  Credits and Rebates: As per our agreement, we cannot guarantee credits or rebates since they are issued by third parties. The mentioned amount corresponds to the Federal Tax Credit, a benefit that is claimed during your annual income tax filing. This credit is contingent on an individual homeowner's income and tax liabilities and is not something we can promise or compensate for if a homeowner becomes ineligible for any reason. We recommend consulting with your accountant or tax professional to ensure you can take full advantage of this opportunity offered by the ******************* It's important to note that the Tax Credit is not a service provided by Purelight Power.
  
  Project Completion: We understand your desire to have the project finalized promptly, and we will ensure that the necessary inspections are scheduled and carried out. Additionally, we are committed to tidying up any remaining mess by assigning our personnel to remove all debris resulting from our installation from your property.
  
  Correct Contact Information: We will rectify any issues with our contact information to ensure you can always reach out to the relevant office for any questions or concerns.
  
  Communication: ******************** Manager has been in communication with the relevant departments to address your concerns. We apologize for any delay in our response. ******************** Manager will personally contact you to discuss these matters further.

• Initial Complaint

  10/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  When we started in 2022 with the solar panels on our home we where promised signed a contract:1 with Purelight and our loan company ******************************* in our contract we where agreed that we would get a $********* tax rebate in 2023. And when we got our t we had to apply this money to our loan with Addition or our payment would go up ****** more a month. We have 7 months after taxes date or payment would go up. I filed our taxes and there was not $********* in pocket that we would have gotten. It was a rebate of ********* over the next 5 years of $5,000 a year towards your taxes able income savings. So now payment went up. Purelight would monitor our solar and if we had a problem they would come fix it for free. They never fixed our system nor knew half our system was down for three months in the summer due to faulty wire of there installation that almost burnt my home down. Causing use to have no power backed up for winter so now we will have ******* power bills and a loan bill of ****** I have ask for help No call back or they call and say they will help they sent small little checks twice in one year but I have paid out more than ****** in power and loan payments with ********* of solar on my home when I am not supposed to have one power anymore but I have be getting a bill every month But two months out of 1 year. This company owes us compensation for the lies and broken promises, plus breach of contract. I have called and asked management to call and they have on 9/22/23 had a audit ran on my system that does not produce what was promised as well and said they would call me at the rank of that day. I told ************************* Manager of ******* office who called and if not called back in 10 business day what we would be asking for and complaint with BBB they didnt call. We asking we fully refund of loan $********* back due to breach of contract. Remove solar panels, repair roof from panels being put on. I have been promised help so many times andNothing

  

  Business response

  10/31/2023

  As a company, we adhere to a policy of not allowing project cancellations after installation. We recognize that there are concerns regarding the current project, and we are committed to addressing these issues. First and foremost, it's important to note that the Tax Credit, as per our agreement, cannot be guaranteed. This rebate is granted by the ****************** through the *** during the income tax filing process and is contingent on household income and tax obligations. We strongly recommend consulting with your accountant or a tax professional to ensure you make the most of this credit.
  Our management team is presently reviewing the recently completed production audit. We apologize for any delay in our response and anticipate reaching a resolution soon. Once the review is approved, we will be in touch to discuss this matter further.

  Customer response

  10/31/2023

   
  Complaint: 20771486
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Customer response

  11/01/2023

  There is no solution on this matter. That have had a year to fix my solar panels and give me the proper ***** that my panels are supposed to generate. The audit was to be *** back in September and still to this day has not has ***e. This company always says they will get back to me and never does. If we cant get help with the BBB we will have to take the company to court. I ***t know what else to do to make this company honor our contract agreement that they are in breach of. 

  

  Business response

  11/02/2023

  Please note that the uploaded images are for an installation agreement with Blue Sky ****** who is not affiliated with Purelight Power in any capacity. We have notified Customer Support and will be sure to email a copy of our Purelight Power Installation agreement. We have also attached it with this response. 

  Certainly, we haven't yet found a resolution to this exceptional issue. After conducting a thorough system audit, we've observed that it's not meeting our initial projections. Although these numbers are never set in stone, we recognize that they significantly deviate from our estimates. As mentioned earlier, our **************** Manager spoke with relevant departments to gather the facts and figures and is now currently in discussions with executive leadership to determine the appropriate next steps, and will attempt to contact ******************* within the next ten business days. 

  

  Business response

  11/02/2023

  Please note that the uploaded images are for an installation agreement with Blue Sky ****** who is not affiliated with Purelight Power in any capacity. We have notified Customer Support and will be sure to email a copy of our Purelight Power Installation agreement. We have also attached it with this response. 

  Certainly, we haven't yet found a resolution to this exceptional issue. After conducting a thorough system audit, we've observed that it's not meeting our initial projections. Although these numbers are never set in stone, we recognize that they significantly deviate from our estimates. As mentioned earlier, our **************** Manager spoke with relevant departments to gather the facts and figures and is now currently in discussions with executive leadership to determine the appropriate next steps, and will attempt to contact ******************* within the next ten business days. 

  Customer response

  11/03/2023

   
  Complaint: 20771486
  
  I am rejecting this response because: They have had over a year to fix the low productivity on my solar. I have been calling Purelight from the 2nd month of installment for help on the product of power that I was not receiving. They have had a year to fix this issue and all we get is we will get back to. We are talking to management and we will take care of the issue. They always tell me this and nothing has happened at this point. So this is entirely unbiased and speculation on there half. Purelight has not contacted me in over a month. I was suppose to be called back on 9/2/23 with all my information about the productivity of my solar panels after the audit by the end of the day. This call back never happened. I gave them well over a month to do so and they did not. Thats why we are here today. 
  
  Sincerely,
  
  *************************

  Customer response

  11/03/2023

  Attached are emails that I have requested audits on our solar system and never received any response from the about my production and what they would have done to help us produce what was promised. That was two of my emails sent and no help. And other times that I asked for them to help. Still they didnt help. 

  Customer response

  11/03/2023

  Attached are showing the whole year from Pacific Power on what we used and what they received in from my home. 

  Customer response

  11/03/2023

  Power bills showing what we made from solar and used from Pacific Power

  

  Business response

  11/08/2023

  Yesterday, on November 7, 2023, our **************** Manager initiated contact through email, inquiring about a suitable time for a discussion regarding the mentioned concerns. Kindly respond to this message promptly, and we will promptly arrange a meeting.

  Customer response

  11/11/2023

   
  Complaint: 20771486
  
  I am rejecting this response because: I have replied to Purelight thru email provided attached to the email that they sent **. Email is attached. We emailed on two separate occasions one on the 7th and on today the 11th. On the 11th we gave them 10 days to call my cell and or mail us a letter letting us know what they are going to do to settle this matter. If they do not call or send letter but 24th of November 10 working days not including the weekends. Than we are asking the Better Business Bureau to prosed with helping us resolve this matter ASAP. 
  
  Sincerely,
  
  
  *************************

  

  Business response

  11/20/2023

  Our customer service manager successfully made contact on 11/14/23. Based on the findings, our support management is now reaching out to our executive team for additional input and approval regarding a suitable solution.

  Customer response

  11/20/2023

  I have received a phone call from Purelight on 11-14-23  from ********* informing me that they are unable to provide us with the power that was promised to us in our contract. There is no way they can help us make more power as they had in are contract. We are under producing by more than ***** kilowatts. They said we will have to deal with having a power bill and our loan bill until we pay our loan off. Than we will always have some kind of power bill. In our contract it was stated that if we didnt produce enough power to our home they would add more panels but they told us that they cant and offered us a settlement of ****** dollars. Which to my family and I is no where near the money that we have put out in the last year in bills and in years to come. Nor would it put a dent in the loan we owe for the loan we have on solar panels that will never get rid of our power bill as promised. On 11-17-23 ********* did call and tell me they had not made any decisions on giving us more of a settlement for breach of contract on there company behalf. What do we do?

  Customer response

  11/27/2023

   
  Complaint: 20771486
      Yes they did call me on that date and admitted to me a breach of contract and that they were going to give me a small settlement of $10,000. I asked for a bigger settlement they said that they were going to get back to me within three days and that was on Friday 17th they got back to me said they hadnt made a decision and today is November 27 and they have never bothered to get back to me So now Im at a standstill now I am looking for an attorney to *** for preacher contract. 
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  

  Business response

  12/04/2023

  We regret not being able to respond promptly during the brief holiday week. Our Customer Support Manager addressed this issue again last week, and we've successfully reached a satisfactory resolution with ********************. Payment for reimbursement has been approved and is currently in process. Thank you for your understanding.

  Customer response

  12/06/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is what they said is the best they can do for my husband and I. They have me in a corner. I have no experience in this matter nor how the laws are for what they have done to us. They now that. So I signed the paper work for what they said they would give us. In the paperwork attached say I release them of responsibility. Which is not what I wanted at all but what else was I to do. I went to the better business bureau for help on this matter so I would know what to do, but no one called or reached out to let me know my rights as a consumer. So I signed the agreement unknowingly and not knowing my rights nor this company has superior bargaining power over us knowing there business rights and I didnt. Which didnt give us a reasonable bargaining opportunity to understand or negotiate the settlement  of the breach of contract Unconscionability puts us in a bad position and they got us to sign something that we dont agree but, they makes us feel like we had to. Very unhappy feel robbed of my rights and ****** of solar on our home that we know we will always have a power bill and its low bill a month saving no money. Very sad. This is our for ever home. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  05/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purelight Power promised ** a $0 electric bill (not including the meter) for putting in solar after a year when the solar had built up the energy. It is now 2 years later and our electric bill is not $0, it jumps around from $80 to over $200. We have called purelight several times and they wont help us telling us there is nothing wrong and that there is nothing they can do. We have told them several times that the there is something wrong with the inverters as the solar panels are not equal. They hung up on **. We have called the electric company and they have come out and investigated and there is nothing wrong with the electric itself and that its the solar panels. Going with Purelight was the worst decision as they have treated ** horrible from the beginning and basically took our money and ran without hearing from them again. We would like a full refund or a replacement of solar panels with more efficient solar panels from another company.

  Customer response

  05/30/2023

  To whom it may concern:

  I have attached the documents supporting that my mother *********************** is a customer with ********************** LLC and that I am representing her as she is not computer savvy. I have also cc'd her to this email.

  Please let ** know if you need anything else.

   

  Thank you,

   

   

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

  

  Business response

  06/08/2023

  Purelight Power does share that every home can generate its own electricity. The amount of panels you have creating your own power and the amount of killowatts you use daily/monthly will determine if you will receive a power bill from the power company. Looking into your system Purelight Power did generate two designs for your home.  *** design had 47 panels that would have a 99% offset of your power bill, most likely you will be producing enough solar power to not receive a power bill most months. The design you chose (Oct 2021) has 21 panels that have a 61% offset.  This means you will have power bills due to the system not producing enough production to alleviate the power company from providing you power.  An audit of what you were promised in production and what you have been generating has been completed (Nov. 2022).  This audit did determine your system did not produce enough production.  We gave 4 panels at no charge and installed them Jan 2023.  We did note that you spoke to the power company, who did come out to your home because you stated that your neighbors were stealing your power (Nov. 2022).  I do not have a document that states the power company determined the solar panels were having any issues.  
  

  The statement of contacting Purelight Power several times and you were hung up on, is not a practice that the company will condone or tolerate.  We apologize for this action and will ensure this does not happen today and into the future.  We are sorry you do not feel you have been treated with the businesses core values, that is to provide an option for affordable home solar to homeowners while providing a great experience you can pass along to your neighbors and community.  We do see where we had a design flaw and corrected the issue with free to you panels. We show notes that someone from Purelight Power has spoken to you multiple times since July 30, 2021 when we started talking about going solar. 
  

  We can not provide a refund of your system or replace any panels as all panels are operating as they should be. 
  

  Thank you for doing your part in reducing carbon footprint & protecting the planet for future generations.
  

  
  

• Initial Complaint

  04/03/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We entered into an agreement on 9/30/22 to purchase a home solar power system. We were told by the sales rep that power produced but not used would be credited for future use. On 2/15/2023 after the system was installed and paid for, it was brought to our attention that any unused credits would be lost in April of each year. Had we known this prior to entering into the agreement, we would have purchased a system that produces less energy to avoid the risk of losing credits...especially as we anticipate using less energy as our children will be leaving home within the next coupe of years. We then commenced discussions with Purelight and the sales rep admitted that he inadvertently did not provide the details of the credit. Over the next several weeks, we attempted to resolve this situation, but Purelight refused to amicably rectify the situation. At one point they said the sale rep would have to pay us his personal funds to if we wanted a resolution. Purelight just deflected blame to the energy company and the sales rep. **** gave the same runaround and refused to take accountability for the error. We feel that we entered into agreement under false pretenses. Some could perhaps argue that were fraudulently induced given the misrepresentations.Our current system was designed to produce 95% of our historical usage. Had we been aware of the credit situation, we would have gone with a smaller system, around 90% of the historical usage. My calculation is this would have required **** fewer panels, which equates to a cost of $2,453.52. Attached is a copy of my email to Purelight dated 3/27/2023. I have not filed a complaint with any federal agency nor have I provided any negative public reviews. I provide generic feedback to neighbors as I am hopeful for an amicable resolution so I can provide complete feedback to others regarding how Purelight operates. I hope Purelight choses to do the honorably thing...otherwise, we will be forced to continue to escalate the matter..

  

  Business response

  04/07/2023

  Our team has been cooperating with the customer regarding the education surrounding net metering and the credit reset. Permission To Operate was provided in late February. Additionally, the system is 93% offset, not 95% which would allow for fluctuation once his energy usage shifts (see **************** attachment). This would technically leave no credit leftover should his usage remain the same as previous years.

  
  We discussed the situation with the salesman and he does not recall sharing any information regarding rollover credits and intentionally is very careful when speaking on that with customers because of the importance of the subject. The salesman also stated that he never meant to intentionally mislead the customer, and offered his own personal compensation to ensure a good experience for the customer. That was not directed by the company, and is not part of our policy when discussing issues with the customer. We train our sales team to go through the solar process in its entirety, which includes net metering policies within their specified region and have further communicated that with the salesman.

  
  On Nov. 9 the customer signed a document that outlines the net metering policies and included documentation surrounding the yearly reset and how MidAmerican handles net metering credits (see IO election (24) and iowa_level_1 (26) documents). This policy is determined by the utility company, not Purelight Power.
  

  Once this situation was brought to our attention, we expressed that the system we designed has been finalized and that we are unable to reduce the system size or provide repayment.
  
  
  

  Customer response

  04/11/2023

   
  Complaint: 19888577
  
  I am rejecting this response because: Their response demonstrates a pattern of misinformation and inaccuracy. Purelight has misled us. They are not dealing in good faith. They state they have been working with us since Februaryhow? By consistently deflecting blame and refusing to accept responsibility for their error? Their offer is to do nothing and that is not acceptable. 
  

  Unfortunately, Purelight has a credibility issue which is preventing an amicable resolution. We have spent a lot of time and money on this product only to be disappointed in the lack of ethical business practices by Purelight.

  It is clear that attempting to work this out via BBB isnt going to work. On to the next step of filing formal complaints and informing our neighbors and the public.

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

• Initial Complaint

  02/03/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  *********. I was told by an employee my rate was locked in until April. He told me that before the install we could switch this out of my name and over to my husband's as it would not be an issue as long as his credit score qualified. Then they told me it would be another 12k then lowered the new charges down to 8k. They continue blaming the bank for providing me with deceptive information. I was also offered to have my install date falsified so that I could use it early on taxes. I no longer have anything to do with this company and I have documentation to support what I'm saying. I want this credit hit taken off of my report since they lied from the beginning. I will provide any necessary documentation. I'm contacting tax officials as well since I was told they have committed tax fraud for other customers they currently have.

  

  Business response

  02/28/2023

  We have been in frequent communication with ****************** around the desire to switch the loan. The bank is unable to re-run the loan under the same terms if we are to switch to her husband's name. This switch would increase the interest rate, and a fee would be assessed. We communicated that with ******************, and have informed her that due to these factors and limitations, we are unable to provide any further action or assistance for this specific matter.

  
  We are unaware of a conversation concerning the falsification of the install date. The signed contracts include the date of signing (October 21, 2022) and a tentative install date, which is expressed in Ms. ******** contract as December 21, 2022. This is standard for all solar installation contracts with Purelight Power, and we strive for installation to be completed within 2 months of signing. This is the exact time frame expressed in Ms. ******** contract.

  
  In our documentation signed by our homeowners at the point of sale, we express that customers should consult their tax advisor for specifics regarding their tax situation as we are not tax professionals.

  
  Attached is all documentation surrounding the signed contracts.
  
  

• Initial Complaint

  07/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/15/21 *** from Pure Light power came to my home .WE came to agreement of ****** for solar panels depending on site inspection this might change. The next week was site inspection and was determined roof needed to be placed. They sent out a contractor the next week they inspected roof and left . *** contacted me said that replacing roof tpo and shingles would be ****** . I asked is this whole roof was told yes it is. I figured ***** whole seems fair deal average cost for **** sq ft roof. So I agreed to sign for ****** . On November 15 2021 I asked *** for break down of materials and labor cost for roof. No call all of December . Mid January get a call saying electrician will be out. he finishes. NO call rest of January , February, ************** of March I get email saying my loan contract was extended. No call rest of March , April or may . Memorial day I receive call saying roofers are at house I was in Tri Cities, asking where their materials delivered I said no. Can you be here tomorrow so we can start. So I left my vacation and came home. Tuesday May31 22, Roofers showed up and started roof they only were working on TPO roofing I told them this is being done for solar panels, and asked why they weren't working on the lower roof , they said they weren't doing it. I was not happy. . They finished Wednesday night. Pure light crew came out on 2nd and 3rd of June and installed meter. On 8th of June ********** came out said that the work roofing company did would not hold their panels and that they refused to install on lower roof . My wife called me and i had told them that the lower roof was suppose to have been done. The contract expired On June 13 22. I have been passed around not getting straight answers. Have requested several times for scope of work material and labor cost. Never received was just told 1 flat quote.. ***** for 400 sq ft of tpo roofing is bout 3 times normal price.

  

  Business response

  07/27/2022

  Please see below for our response to each point of concern.
  
  
  Customer complaint: On 10/15/21 *** from Pure Light power came to my home .WE came to agreement of ****** for solar panels depending on site inspection this might change. The next week was site inspection and was determined roof needed to be placed. They sent out a contractor the next week they inspected roof and left . *** contacted me said that replacing roof tpo and shingles would be ****** . I asked is this whole roof was told yes it is. I figured ***** whole seems fair deal average cost for **** sq ft roof. So I agreed to sign for ****** .
  
  Our Response: We apologize for what seems to have been a miscommunication. Per the bid we received from the subcontractor, the contract was for the single roof level.
  This work included:
  Tear off and disposal of 2 layers of the existing roof system;
  Inspection & repair of dry rot at $60 per hour plus material;
  Installation of slope insulation system;
  Installation of class b fire sheet;
  Installation of two new drains through ***** of the existing roof;
  Installation of new shingles (*********************** Duration brand) on the upper section;
  Installation 60 mil PVC roof system;
  10 year workmanship warranty;
  Final cleanup including magnetic nail pick up.
  
  
  Customer complaint: On November ******* I asked *** for break down of materials and labor cost for roof. No call all of December . Mid January get a call saying electrician will be out. he finishes. NO call rest of January , February, ************** of March I get email saying my loan contract was extended. No call rest of March , April or may .
  
  Our Response: Beyond the information above, a further breakdown of exact costs as a line item budget would have needed to be provided by the subcontractor. It is important to note that currently supply costs are in flux due to continued supply chain delays and interruptions. This is especially true of PVC roofing materials which have been in particularly short supply and take a while to source and get delivered.
  
  We apologize for the frustration the customer experienced due to what felt like a lack of communication. Once a project is in process we provide updates as we have them to the customer, and we do regularly warn customers that in instances where there is pre-work necessary prior to being able to install the solar panels, that can extend the waiting period.
  
  The delays noted here, in large part due to supply chain delays outside of our control, were exacerbated by a wait on having particular permits approved by the city, which is required for the type of roof being worked on here.
  
  We have several notes that our team was communicating with the customer during the waiting period, and had explained several times that the delay was due to waiting on supplies to arrive, and that we would need to do an updated credit run to keep the loan contract current and serviceable.
  Memorial day I receive call saying roofers are at house I was in Tri Cities, asking where their materials delivered I said no. Can you be here tomorrow so we can start. So I left my vacation and came home.
  
  This was an issue caused by lack of communication on the part of the subcontractor, who did not communicate to us, or with the customer directly about the change in delivery times for materials. We do apologize for their lack of communication, and have followed up with that subcontractor to communicate the issue. Unfortunately there is nothing that we can do after the fact about this. If the customer felt that this action by the subcontractor was unreasonable, they could have told the roofing company that they were unable to meet them due to being on vacation, at scheduled a time to receive the supply delivery when they returned from vacation.
  
  
  Customer complaint: Tuesday ********, Roofers showed up and started roof they only were working on *** roofing I told them this is being done for solar panels, and asked why they weren't working on the lower roof , they said they weren't doing it. I was not happy. They finished Wednesday night.
  
  Our Response: Per the contract the customer signed, the roofers were correct that the contract and scope of work only outlined work done to the *** roof area. While we understand that the customer does not feel the cost was what they would have expected, given the scope of work, current prices for supplies, and cost of labor, the $****** amount is considered reasonable. The customer did also sign the contract agreeing to this work well before the work occurred.
  
  We work with many subcontractors, and this cost is pretty standard for the scope of work, materials, and labor cost represented by a re-roof including the work outlined above, that was done in preparation for solar installation given current costs and market pressures.
  
  
  Customer complaint: Pure light crew came out on 2nd and 3rd of June and installed meter. On 8th of June ********** came out said that the work roofing company did would not hold their panels and that they refused to install on lower roof . My wife called me and i had told them that the lower roof was suppose to have been done.
  Our installers did come out and noted that the roofing work that had been done was not up to standard or ready for solar installation. We are in communication with the subcontractor about their lack of adequate work, and the customers complaints including leaving the space surrounding the roof work messy.
  
  Our Response: To avoid further issues due to a subcontractor, and to address the customers frustration due to the apparent miscommunication, if the customer decides to move forward then one of our in-house teams would be doing the roofing work for the full roof, not just the section the subcontractor worked on.
  
  But, per other demands communicated by this customer, we would not be doing that work for free. He would still need to be willing to uphold the contract he originally signed for $******.75 which includes the roof work, cost and equipment for the solar energy system, and the labor cost associated. That includes the $******.25 for the solar system ($22,707 for parts and labor for the system, and $1,200 for the main panel upgrade service to the homes electrical), and the original $******.25 for the roofing work for the whole roof, including fixing the subcontractors work.
  
  
  Customer complaint: The contract expired On June 13 22. I have been passed around not getting straight answers.
  
  Our Response: The customers contract was updated on our end and we reached out repeatedly to explain the process of the updated credit pull and contract extension in order to keep the project moving forward and active. The customer chose not to sign the documents necessary to keep the contract updated and active. This is easily remedied, but would require the updated credit pull and updated contract with signatures.
  Have requested several times for scope of work material and labor cost. Never received was just told 1 flat quote.. ***** for 400 sq ft of tpo roofing is bout 3 times normal price.
  
  As stated above, per current costs, which are impacted by inflation, supply chain issues, and the scope of work, the cost of the project is standard and reasonable given the bids we regularly receive from subcontractors.
  
  Please see attachment for email also sent to the customer outlining what was stated above. That email includes the two options available for moving forward:
   
  Option 1:
  Purelight will redo the roof that was signed for to bring it up to our standards. This would mean the customer would pay for all charges on the signed contract, $******.75 plus financing. In addition, in an act of goodwill Purelight will also complete roof work on the 1st level with no charge to the customer. Once this is complete, we would continue to install the solar system, pass the final inspection, and submit for Permission to Operate with the utility company. Next steps will begin upon the customer's signature of new financing docs. If the customer chooses not to resign docs, payment will be made in cash.
  
  Option 2:
  Customer chooses to cancel the contract with Purelight Power. Per Purelight contract, the customer may cancel at any time prior to midnight of the seventh day after the effective date. If this agreement is canceled after the 7th day, the customer is responsible for any and all costs incurred by us through that date relating to the work, including but not limited to finance and transaction costs, administration costs, engineering and permitting costs as applicable. After 18 days of the signed contract, the customer is responsible for paying the greater of 3% of Contract Price or the actual costs we incur in connection with the Work. This means that if the customer chooses to cancel the contract, customer is responsible to pay the following:
  $1,200.00 Main Panel Upgrade
  $******.75 Roof Work
  $110.28 Electrical Permit
  $126.53 Structural Permit
  $250 Site Survey Fee
  $250 Engineering Fee
  $4,700.00 ************************************* Cost
  $19,755.56 Total
  

• Initial Complaint

  04/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The salesman for this company told me that they would be getting back up batteries. I told him I did not want to spend $50,000 and not be able to use it when the power went out. He said they dont have it right now but they were going to get trained on it and offer it. Five months later They installed the panels leaving mud all over the sidewalk that I had to clean up even though I have a bad back. Tracked mud in the house after I told them to wear booties. Told me they dont plan on doing back up batteries.Told me they would hook up a tesla charger if I went and got the wire which I did and now they say they wont install it. Two of my plug-ins in the house now do not work. Would not recommend this company for solar.

  

  Business response

  04/29/2022

  Regarding the issue of mud, we've already been in contact with this customer and have scheduled a carpet cleaning service to come out at our expense to clean the carpets. That service is scheduled for this Saturday, 4/23at no cost to the customer.
  
  Regarding the battery issue, that seems to be an issue of unclear communication and misunderstanding. After our team explained to the customer at the beginning that we do not install and connect batteries to our solar energy systems, and would not be offering that service within the timeline necessary for the homeowner's, one of our electricians who was employed with us at the time apparently chose to work with the homeowner privately and separately to see about helping get the homeowner's battery system connected. That was not done under the umbrella of our services, and was not a service or arrangement through or managed by Purelight Power.
  
  That electrician no longer works for our company as of December 2021. It sounds like perhaps the electrician the customer was working with in a freelance, private capacity made some promises they are now not following through on. But given that that arrangement was always separate from the project work Purelight was contracted for, and given that the electrician is no longer working for our company at all, we cannot be held responsible for any promises or guarantees made by that person in an outside capacity.
  
  The only work we did on our part was to verify that the inverters we use for our solar panel systems are compatible with a system hooked up to a battery. That was not a promise to install the battery, but our due diligence on the part of the customer to ensure that his system was designed to the specs he'd prefer, based on his intention of independently hooking up the battery to his system.
  
  We are very clear before beginning any part of the installation process that we do not currently work to install solar batteries, and our contracts for all work done within the scope of the project would never include any promise or guarantee to work on a battery system.
  
  We understand that the customer is frustrated by this lack of clarity around the issue, but our installation contracts do not currently and have never included any agreement or guarantee to install battery systems, whether sourced by us (which we don't do currently) or purchased separately by the homeowner. We do sometimes work with homeowners to install generator switches to allow them access to a generator back-up on a case by case basis.
  
  Currently, as a company we are exploring the possibility of expanding our services to include battery systems, but that is not solidified, and would be at minimum 1-2 years out from today's date if at all.
  

  
  

• Initial Complaint

  03/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a solar system from Pure Light Power in Feb of 2020, *************************, our sales person promised us repeatedly that we would receive a $10,000 dollar rebate from the federal government when we did our taxes in 2021. ***** assured us that our rebate would come in the form of a check. ***** told us several times that we would be able to use the rebate any way we wanted, we could put in savings, take a vacation, buy anything we wanted or pay down the loan on the solar. When we did our taxes in 2021, we were told that there is no government rebate and there never was one and we would not be receiving our $10,000 dollar rebate. We would however receive a $10, 000 dollar credit that we could use to offset any tax liability. This credit would be good for 3 years. The problem is we are retired and have no tax liability. When we notified ***** that there wasn't any such thing as a tax credit, he stated he would make good by installing more panels to make up the difference of a tax rebate. We had also been promised a 99 percent solar offset basically zeroing out any power **** that we would get from Pacific Power. The offset was not the 99 percent promised in writing, this was another reason ***** offered to install more panels for no charge. We have been in contact with ***** for over a year with no results and recently he will not answer any of our texts. If we can't resolve this matter soon we may seek other action against Pure Light Power LLC and *************************.

  

  Business response

  03/18/2022

  We have reached out via a phone call, and discussed ****************** concerns about the 9 panels on Friday, March 18. We are working internally to come to a resolution for all parties involved. ****************** is encourage is also encouraged to reach out to us directly at ********************************** regarding any additional questions or concerns regarding this issue. We appreciate his willingness to work with us to find a resolution to his concerns.
  
  While we do our best to thoroughly explain tax incentives like the solar investment tax credit, and the possible savings when claiming the solar ITC, we do state in the contract every homeowner signs that we can't make any guarantees surrounding what a homeowner would receive when claiming that incentive, as well as advising homeowners to reach out to their tax specialist to learn more about their unique situation in regards to claiming tax-based solar incentives.

  Customer response

  03/21/2022

   
  Complaint: 16861060
  
  I am rejecting this response because: We cannot at this time except because Pure Light Power and ourselves have not reached any kind of an agreement. I did speak with **** from Pure Light on the phone. She has assured us that Pure Light does want to reach a solution and settle our disagreement and dissatisfaction with the company as soon as possible. She led me to believe that a solution can be reached in a timely manner. She told me she would be speaking with her Manager *****, and they would get back to me shortly. We are hopeful that this is true, and we can finally reach a solution after waiting over a year. As of 3/21/2022, we are waiting to hear back from **** and ***** of Pure Light Power.
  
  Sincerely,
  
  ***** And *************************

  

  Business response

  03/25/2022

  After initially reaching out to ******************, we were able to come to an agreement that he will receive the necessary panels for free to correct the issue and resolve his complaint. Per the conversation our team had with ******************, we have sent a contract stating the details of the panels ****************** will be receiving and are waiting to receive that contract back so that we can move forward with planning that project to expand the size of the system originally installed on ******************' home.
  
  Barring ****************** refusal to sign or any other unknown issues arising, to our understanding this issue has been resolved.

  Customer response

  03/28/2022

   
  Better Business Bureau:
  
  We have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. We have signed a contract to move forward with installation of an additional 8-9 solar panels to resolve this matter. WE hope that the company will expedite the installation as it has taken some time to reach this final solution. We are happy to have reached a solution, and wish to quickly bring this to a close.
  
  Sincerely,
  
  ***** And *************************

*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. ↩