Complaints

• Initial Complaint

  01/14/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  August 21st, 2024 quantity two (2) APsystems QS1 microinverters purchased from APsystems failed at ***************************************************************. They were less than 5 years old and under warranty. The company would not honor the warranty.

  Business response

  01/16/2025

  Dear ****** *******, 

  Unfortunately, we do not have any history of your contact information nor the customer referenced in the body of your email. We do not have any way to access the inverters to determine the issue without IDs, username, ECU ID (monitoring device, or a case number that would have been opened in any request for review. I have review our *** monitoring portal to search for customers in the area and there was not any account located. Have you reached out to the installation company only? APsystems is the manufacturer of the microinverter (not the entire solar system) and sells to electrical stores for professionals. APsystems does not complete any installation projects nor does APsystems complete field service.
  

  To understand better, did your installation go out of business? If not, did you attempt to have them review the situation? Please provide the installation company. If you are a DIYer, please attach the receipt, some companies do help with DIYers. 

  
  Are you sure that someone has created a case for our review? Case would have been created when a form is filled out on ****************************** or email has been sent to ************************************ (listed on our website). Please provide a case number to effectively support your needs. Thank you.

  Customer response

  01/19/2025

  Complaint: 22809380
  
  I am rejecting this response because:
  

  Your form was filled out by *** ******* at ****************************** on 9/10/2024 with no response ever received.
  The following was sent to ************************************ by *** ******* on 9/10/2024 and resent again on 1/18/2025 with no response ever received:
  I have 2 APsystems QS1 microinverters that have failed and confirmed failed by **** Hardware.  They were installed within the warranty period and should be under warranty but ***************** is stating you will not honor your warranty.  Please explain why.  I need the 2 inverters replaced and they are under warranty.
  
  You sold your hardware to:
  **** Hardware
  **************************
  **********, *******; 52209
  **************
  **** **** owner

  I'm sure you have his information as he is a customer of yours. It's unclear how you would sell him your hardware and not have his contact information.
  **** **** reached out to you at the time of failure with the IDs, username, and ECU ID.  You refused to honor your warranty and **** **** had to purchase replacement parts from another supplier.  I am attaching pictures (as many as the system will allow) here again for you to reference the needed information.  I am also including the data right here:
  

  Unit #1.
  QS1-NA
  Article No. 109001
  Identification Number: 802000005905
  Work Order Number: 00007849CBEF
  Certificate Checker 204
  Date 20181104
  
  Unit #2.
  QS1-NA
  Article No. 109001
  Identification Number: 802000006835
  Work Order Number: 00007849CBEF
  Certificate Checker 204
  Date 20181104
  
  At the time of sale there was no monitoring device required so that is not going to show up on your search for it.  If you look into the matter your records will show no monitoring was required at the time of sale.
  The installer "**** Hardware - **** ****" did not go out of business.  His company is who determined your hardware had failed and reached out to you at the time of failure with the IDs, username, and ECU ID.  You refused to honor your warranty.
  I provided the installer company information to you at the time of failure, as well as him contacting you.  You refused to honor your warranty with him.  I received no response from you at all.
  This is not a DIY effort.
  You can give **** a call to discuss this matter if you actually want to resolve it.  I have no idea how you would not have his information.  He has purchased your products and contacted you about this failure.
  I will also attach pictures for each of the two hardware pieces with all of the information you state you need to evaluate this request.
  The installer has not gone out of business.
  The installer did determine your parts were bad and needed to be replaced under your warranty.
  He did contact you at the time of failure and you refused to warranty your hardware.
  This was not a DIY effort.
  
  I "*** *******" did call your listed phone number in an attempt to discuss this issue at the time of failure.  The phone rang for over an hour and was not answered.  I attempted a total of four (4) phone calls with this same result.
  
  Here is the contact information again:
  
  *** *******
  ***********************
  *******, IA 52338
  **************
  
  **** Hardware
  **************************
  **********, *******; 52209
  **************
  **** **** owner
  
  APsystems USA
  ***************************
  ******, ********
  ************************
  Phone: **************
  Email:  *************************************************************
  ******************************

  Regards,

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

  Business response

  02/03/2025

  Hello *** *******, 

  
  We have one call that hung up after eight minutes (attached Vonage print out). We keep a record of all calls through the last year.
  
  **** Hardware has contacted us about YC500 units and none about QS1 units. The contractor has to create a case with us and provide LED lights and measurements for RMA. Troubleshooting is necessary for ***. We have zero cases from **** Hardware and zero cases for your UIDs. We do not provide RMAs via BBB complaints. Please have **** complete troubleshooting and cc you to ensure they are creating a case. We will need a case with multimeter measurements to provide there is an issue with the inverters. With photos of UIDs, it is only confirming that the units are installed. That is not a reason for ***. Please follow the appropriate process so we can RMA, if needed.

  Publicly published: RMA Process - **********************************************************

   

  Contacts at **** Hardware:
  Ph: ************

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

  APsystems Technical Support

  Customer response

  02/07/2025

  Complaint: 22809380
  
  I am rejecting this response because:
  

  APsystems refused to work with the **** Hardware technician (****) who was on site and could have answered any questions APsystems had about the system.  **** was on the phone with APsystems while on site and APsystems refused to do anything claiming the system was required to be hooked up to internet monitoring.  Internet monitoring was not required at the time of sale and installation.

  **** **** also contacted Van Meter to see if Van Meter would have any better luck working with APsystems.  Van ***** had no better luck getting APsystems to do anything.

  APsystems has ignored their hardware failing under warranty.  There is no tracking information from APsystems because APsystems refused to do anything.  

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

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased solar panels from a local electrical company that has since gone out of business. Almost 2 years ago I noticed 2 of my panels were not working. I contacted AP Systems via email (the phone number listed is a wait time of over 2 hours) the response was (via email) opened case and then closed case. I was told for a year that the panels were working but my internet was not connected. I kept trying to communicate with them but I got no where. When I was able to finally talk to someone on the phone that stated that the part had been approved 1 1/2 years ago but my electrician whom I hired did not respond with a correct address. My electrician did not receive anything from them. I have now been in contact with them because now another microinverter is out. They are telling me that it would be shipped in 10 days and I still do not have the replacement parts. My warranty is ending at the end of this year. The company does not want to help me. I was told at one point that it would be 6-9 months for a replacement part. I am not getting this issue resolved. I now have 4 panels that have not worked all year. I can't get them replaced with this company. The warranty is still valid and they are not honoring it.

  Business response

  08/29/2024

  This homeowner reached out to us and we reported that we would replace it if the homeowner, ** ******, hired a contractor. Homeowner found a contractor to complete work, when APsystems attempted to prompt the contractor to confirm the address, it took weeks to get the confirmation. Due to the prolonged process of gaining a contractor and ensure there is written confirmation from the contractor will be helping the homeowner (process to protect homeowner), the current stock was shipped to customers. Customer had to wait for the next shipment of stock.

  Tracking: 1Z2E100V0292222380

   

  Once the next stock arrived, we fulfilled two inverters and the system is working.

   

  Customer response

  08/30/2024

  Complaint: 22015954
  
  I am rejecting this response because

  The statement from the business regarding it took weeks for my contractor to respond is incorrect.  ******* at *********************** responded as soon as he received the email APsystems.  It took this company 1 1/2 YEARS  to get this part replaced for me.  Each time I would open a case, they closed it.  It wasn't until June 28th 2024 that I was actually able to speak to a live person.  ************ is a joke.  The only option to communicate was through the website.  On 6/28/24 I actually was able to speak with someone and was told I had to wait 6-9 months for the replacement part.  In July 2024 I started calling them each week because by then another invertor stopped working.  Each time I called I spoke to to ****** and was told that the warehouse was doing inventory and I would get them shipped out in 2 weeks.  This took over 6 weeks from when I was told to wait.  Meantime it has been over 1 1/2 years without the production of this microinverters causing two of my panels to not produce.  The 2nd one stopped working at some point this year causing two more panels not to work.  According to my electrician   if these panels were working I would not have an electric bill at all due to the fact I have put additional panels on my house this last year.  I have consulted with an attorney to file a claim against this company. 
  
  Regards,
  
  ****** ******

  Business response

  09/30/2024

  The installer received two inverters in August. Installer confirmed that it was received. Tracking 1Z2E100V0292222380.

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Company will not honor its warranty. I have multiple micorinverters that do not work and reported them 9/2/23. No response from APS. I followed up 10/3/23. They replied 10/23/23 with a form letter that an RMA was approved and we should receive new inverters. They then replied 10/30/23 that they were looking into it to try and fix it remotely. 11/21/23 an email from them stated the case was closed. no info beyond that. No inverters were sent. Nothing was fixed remotely. I replied requesting clarity as to what that meant, that the case was closed. No response. 12/12/23 i threatened to mention my experience to ****** followers on social media and got an immediate reply from an employee who sent it up the chain. The only time they've ever responded quickly. 12/12/23 they claimed that they are very communicative and value customers and would send the inverters as soon as they could. They closed the case and never sent the inverters. 2/15/24 i wrote back requesting the *** that they promised to provide in the previous year but never did. They replied that they would not give me an ***. It's now 2/26/24 and I have been given no useful help or info from the company in half a year. Worst customer service ever. For further context. I've installed 150 panels at this farm over 10 years and 95% use APS micros. APSystems early tech worked and they used to reply to warranty issues when the tech started getting faulty. I have about 20 bad microinverters from them that have been replaced...Customer Service got bad 2 or 3 years ago and now they've just stopped honoring warranties altogether. They won't even talk to you. They've become a terrible company. I wish I would have purchased Enphase micros instead. At least my panels would work

  Business response

  03/01/2024

  There is a legacy product that is small batch manufactured specifically for replacement. The replacement was confirmed with the installer since they need to do the physical troubleshooting and we do not confirm with homeowners since they are not professionals. The product to be replaced is queued for the next stock when it arrives. Stock is manufactured by the number of replacements needed. The replacement will go to your installer, Pro Bid.

  Customer response

  03/01/2024

  Complaint: 21346936
  
  I am rejecting this response because:

  I am the installer.  I did the physical inspection. I took all of APS's required online courses before installing.

  Probid was a distributor, not an installer.  They will forward me your parts, but won't deal with your warranty process anymore because they said you are unreliable.  I agree.

  I understand small batch.  I don't understand a company that flat out won't even give an ETA.  Half a year has passed and you won't provide an ETA. Proper customer service looks like:  "We are slated to make the next small batch in x months.  Your parts should ship x weeks after that.  You'll receive notification via email when it ships."

  Instead APS says...."Legacy, Covid, small batch.  We value our customers and can give you an ETA in the meantime."   But then says no, when asked for an ETA.  No further communication.  No responses to further inquiries.  The bare minimum in communication and consideration for customers would go a long way.   

  You've got an F with the better business bureau.  Your reputation on Reddit is full of people with the same complaints i have.  Honor your warranty and let your customers get their system working again.  At least give them some sense of when you'll actually get them their replacement parts instead of ignoring them or brushing them off with a form letter about supply chains and Covid.

  What's even more frustrating is that your microinverters fail every year and I bought 66 of them.  At this rate, they fail far faster than they get replaced, so I'm stuck in this h*** of having to constantly try to convince you to provide the slightest amount of customer service or honor a warranty for the rest of my adult life.

  If you want this complaint resolved....honor your warranty and respond to your customers with actual information.
  
  Regards,
  
  ***********************

  Business response

  03/01/2024

  Please provide your contractor license to be certified as the installer. 

  Customer response

  03/01/2024

  Complaint: 21346936
  
  I am rejecting this response because:

  it's the same form letter as last time.  

  No warranty honored.  No ETA provided.  No real human doing anything of integrity.
  
  Regards,
  
  ***********************

  Business response

  03/20/2024

  Hello, 

  This is a resolved issue since two inverters are processed for shipment and in the process of being shipped to the installer. All customers need to be queued by RMA approval date for fairness to all of APsystems' customers. 

  Customer response

  03/20/2024

  Complaint: 21346936
  
  I am rejecting this response because I was told the same thing in October of last year as can be seen in quotes and italics below:

  "PLEASE REVIEW ADDRESS BELOW TO ENSURE IT IS CORRECT. Please promptly to let us know if the shipment will need to be shipped directly to the technician. 
  
  The RMA has been approved on 10/24/2023" 

   

  If I actually receive replacement parts or at least a tracking number, I will be happy to resolve this complaint with the BBB and would request that in the future, you begin giving your customers the courtesy of an ETA.  Even if that ETA is as vague as "4-6 months from now", it would be a huge improvement.  I would not have filed a claim if that bare minimum of customer service had been offered.  I have never filed another claim on any other business in my life.
   

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

• Initial Complaint

  02/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a solar system in 2016 with a 10 year warranty on the inverters. I've had 2 **************. Both have told me that APSystems is "sending" a new inverter. Both installers said they were told that the inverters were on backorder. I filed a compaint against my 1st installer for charging me for repairs that were never completed so I got a new installer. My inverter has been out now for going on 2 years. I've opened up many cases with APSystems only for them to be closed with no resolution. Even if they could find a compatible inverter, I've had 4 or 5 already replaced since 2016 and am worried I will be right back where I am now if they could replace it.I would like either my $25,000 back or a new system that comes with parts that won't be discontinued. I did write APSystems a few weeks ago with this resolution but they just closed the case with no response. Not only am I losing energy but also renewable energy credits that are worth quite a bit.

  Business response

  02/21/2024

  Replacement inverter was delivered to the end-user's solar installer on 2/15/2024. ********************** has fulfilled the warranty on this system.

  Tracking: 1Z2E100V0395789084

  Customer response

  02/22/2024

  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.
  
  I did receive notification on the day this was filed that the inverter finally came in after waiting for almost 2 years. Thank you 
  Regards,
  
  *************************

• Initial Complaint

  12/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2020, I purchased a solar system that included QS1 microinverters from APsystems with a 25-year warranty, and had it professionally installed. Around July of this year, I realized that one of the microinverters was not functioning, causing zero production from 3 of my panels. I notified my installer who in turn notified APsystems. After endless follow up emails by my installer and myself, 4 months has gone by without any resolution. Initially, APsystems notified my installer that they were sending a replacement inverter and that they should arrive within a couple of weeks, and then closed the ticket (they repeatedly open and close tickets even though the issue doesn't get resolved). After more than a month, they responded to the installer that there was a supply chain issue and that it could be a while before they will be able to supply the inverters. On November 3rd, I notified APsystems that this was an unsatisfactory resolution. My understanding is that the QS1 has been discontinued, so I requested them to send me two DS3 microinverters (as they handle only two PV panels instead of 4), which, according to their website, are fully backwards compatible with QS1 microinverters and accessories. I also explained that if I did not receive a satisfactory resolution, that I would file complaints with BBB, etc. That was one months ago, and I have not received any reply, and no replacement.

  Business response

  01/08/2024

  Dear homeowner,
  
  You and the installer have been sending emails to a closed case. APsystems or any other business does not monitor closed cases.
  
  Your product was on backorder and processed.

  Tracking ID: ******************
  

  
  

• Initial Complaint

  08/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Approximately 5 years ago, I purchased a solar system that included inverters from APsystems and I had it professionally installed. The system included a 25 year warranty on the inverters. Around the beginning of the year, I looked at the monitoring app and realized that I had several inverters not functioning, causing zero production from 6 of my panels. I notified APsystems and the installer. After a long period of time with no communication, I filed a complaint with the BBB in May of 2023. Around that time, APsystems did notify me that they would be in contact with the installer. The installer then notified me that the company had agreed to send 3 replacement inverters and that they should arrive within a couple of weeks. Thinking that the company was going to honor their warranty, I removed my complaint with the BBB. Several weeks later, they notified the installer that there was a supply chain issue and that it could be a couple of months before they will be able to supply the inverters. In the end of June, I notified APsystems that this was an unsatisfactory resolution, and that I now have a fourth failed inverter, leaving 15% of my system not producing anything through the entirety of the key production months. I explained that if they could not replace the inverters, then they needed to consider replacing them with something similar (or better) so that I do not continue to lose production and money on my expensive system that I continue to make payments on. I also explained that if I did not receive a response within a reasonable time period,, that I would need to seek other possible recourses. That was over two months ago. The only reply that I have received was a form email]l with a new case number. The installer continues to reach out for updates. When the company does answer the phone, the employees that answer are not empowered with information or solutions. What do I need to do to get them to make right on their 25 year Warranty?

• Initial Complaint

  07/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  APsystems is the supplier of a component in my home solar power system. Ive gone through the website to open a warranty claim for a failed inverter. APsystems contacted me and said they would replace the inverter, a month went by and they contacted me and requested I test the inverter to verify failure, which i did and sent them all requested information that verified the problem. Since those emails I received nothing and no response from AP. Ive have attempted to contact them via email and phone. My contractor who installed the system has also tried to contact them with no response. The component that failed is still under warranty but AP system is not honoring the warranty apparently. The warranty claim is regarding ecu203000017785.

• Initial Complaint

  07/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My solar system was installed in 2016, and uses 18 microinverters (YC-500A) from APSystems. Four of them are currently not working, resulting in 7 panels not producing power. These inverters have a 25 year manufacturer warranty. Both myself and the reseller I bought the system from (*************) have received no responses from APSystems regarding warranty replacement of the failed inverters. I've opened support tickets and left voicemails with APSystems and heard nothing back. At this point I've lost all faith in APSystems to support these inverters, and I'd replace them all with a different product if the capital cost was not so high.

• Initial Complaint

  06/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  APsystems is the maker of my solar system. They hold the warranty. In October I contacted them to transfer ownership of the policy, and check my system. It seemed to be under producing. They could check remotely and said three inverters are not functioning. They needed to be replaced. They approved these new inverters in November. We had several months of frustrating emails about the local installer. It is now June, and they have not replaced them! I was told they are "legacy" parts, and not often manufactured. They are 5 years old! I asked if they could upgrade my system, or rework my system to take their newer inverters, no response. I wrote an actual **** letter to the company, requesting assistance, no response. The phone number redirects you to the support email, to which they do not respond. I am losing money every day my system does not produce the electricity I will need. The final email from them was in March. I was told, "We are temporarily closing this case and will reopen the case when the RMA'd YC500i's are available to ship to you. These legacy products are now small batch manufactured due to a limited supply of components available. Processing of legacy products, when they arrive at our local warehouse, are shipped first in-first out. Unfortunately, I cannot provide an estimated timeline. Our apologies for the inconvenience Thank you for your patience."I have reached out via their ******** page and was told it was for promo services only. Others on that page slammed their customer service - and it is true. I do not know how to reach an actual human at APsystems. Thank you! *********************.

*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. ↩