Complaints

• Initial Complaint

  01/14/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was promised that I would be producing 104% on my energy needs for my small home. There is a large tree in the neighbor's yard that I had many concerns about. After limbs were removed, I still felt that there would not be enough exposure. Again, I was "guaranteed" 104% production. As it is I have barely gotten 50% with 18 panels on my roof. When I contacted Kin I was upset because now not only do I have a high payment for the panels but FPL bill that was barely moderated. I asked to have them removed since the work was "guaranteed", this was refused. I asked for alternatives and was told they would talk to the neighbor to have further limbs removed at my expense. There was a response about adding further panels but no details on when, how many or what cost. Then again, I reached out and have been continually told the matter is under investigation, but I am yet to get any kind of response to my emails of to my issue. This has been happening since August 2024.

  

  Business response

  01/15/2025

  We spoke with ***** on January 15, 2024. We agreed to return to review the annual production after a years worth of production has been captured , and offer a portion toward the tree trimming to further assist with increasing the production if it does not meet annual production estimates. 

  Customer response

  01/16/2025

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

• Initial Complaint

  11/16/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  A few months ago, a sales person from Kin Home came to our house and told us about what he described as a great solar power opportunity for our home. After agreeing to purchase panels and filling out paperwork for a loan, arrangements were made for a home inspection and we were approved. The report from the inspection did not state that they would have to replace our breaker box. A couple of weeks later, panels were delivered to our home and installed within a couple of weeks. The only thing not done is the replacement of the breaker box. It has been more than two months since then and we still do not have the panels connected for service. The program was presented that we would pay for the panels in leui of paying an electric bill. We are now being billed for panels that do not work, as well as our monthly electric bill. Additionally, our electric rate has increased in this time because our locked in rate expired. We had not signed up for a new electric plants because we expected our panels to be working. Kin Home claims to be waiting for regulatory approval, but there is NO local government structure for regulation where I live. They will not let us out of the contract despite the fact that they have not fulfilled their portion of it. We want the contract fulfilled immediately, or equipment removed and our roof replaced.

  

  Business response

  11/18/2024

  Thank you for bringing this to our attention and sharing your concerns. We sincerely apologize for the delays and the inconvenience this situation has caused.
  We want to assure you that we are committed to resolving this as quickly as possible. To address the current billing issue, Kin Home has been covering your solar loan payments because we strongly believe you should not have to pay until you can benefit from the solar system.
  Regarding the connection of your solar panels, we are required to complete a regulatory electrical inspection before the utility can disconnect your power and allow us to proceed. Unfortunately, there are no local authorities in your area equipped to conduct this inspection. As a result, **** had to request special accommodations from your utility provider, which has added unexpected delays.
  We are actively working on getting the necessary electrical work scheduled and confirmed to move this process forward. Please know that your project remains a priority for us, and we will keep you updated every step of the way.
  We truly value your patience and understanding as we navigate these challenges. If you have any additional questions or concerns, dont hesitate to reach out directlywere here to help.

  Customer response

  11/22/2024

   
  Complaint: 22565344
  
  I am rejecting this response because:
  

  As I previously stated, the work should not have been started if Kin did not know how to proceed with regulatory issues. I have received no updates from them since I last made contact to ask what is going on. 

  Additionally, I have had to cover a portion of the loan payments for the panels. They sent a check to me electronically. Had I known that accepting payment in that manner would cost me 3% of the check, I would have asked for a paper check. 

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

• Initial Complaint

  10/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When I got the solar they told me I would have a cheaper light bill that is not true Right now my light bill was high because solar is not working and they will not come out and fix it I have a 25-year warranty on it. Not only that they lied about getting a rebate of $10,000 so now I am stuck with a $35,000 payment for solar and paying a highlight bill because they will not come out and fix the solars.

  

  Business response

  11/11/2024

  Thank you for reaching out and bringing this to our attention. We're sorry to hear about the issues youre experiencing with your solar system and the concerns with your electric bill. As part of our commitment to your satisfaction and the system warranty, we are scheduling a service appointment to inspect and maintain your solar system, as outlined in our agreement. This should help ensure the system operates at peak efficiency, which can help lower your electricity bills as expected.
  We understand the importance of having your system working effectively and appreciate your patience while we address this. Our team will follow up shortly with scheduling details for the service appointment.
  If you have further questions, please dont hesitate to reach out. We're here to support you and ensure you get the most out of your solar investment.

• Initial Complaint

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Buyer beware. Not reliable. Do not fall for their great salesmanship and smooth answers. They have poor communication, false expectations, and lied about their progress with our Alliant energy project. The solar panels are actively on our roof and not even connected because of their lack of oversight and project management. I have had to request my own updates and still have no straight answer on the finalization of our project. Find a company that doesn't turn and burn on you. I truly question how they will honor the warranty if they cant even finish the project.

  

  Business response

  08/28/2024

  Thank you for sharing your concerns with us. We sincerely apologize for the experience you've had and understand how frustrating this has been. We want to assure you that we have been in contact with you today to arrange a reimbursement for the delay caused by our coordination with the utility company. We have also escalated your project to ensure swift and efficient progress moving forward.
  Our customer experience team is here to address any additional concerns you may have. We are committed to seeing this project through to completion and look forward to energizing your system soon.
  Thank you for your patience, and please don't hesitate to reach out if there's anything else we can assist with.

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A door to door came and spoke to my mother when I wasn’t available and set up an appointment. When the rep showed up for the appointment he started to give his spiel and couldn’t connect to internet. Asked if he could tether to my phone and I told him no and proceeded to confront him about there terrible reviews. All he could say was the bbb bases there rating of resolved complaints however the “resolutions” responses I see are all generic AI responses. I told him we are not interested and he proceeded to try and convince my mother who is on fixed income that this was best for her. Then proceeded to speed off down the road. His name was Steele.

  

  Business response

  09/03/2024

  Nicholas, 

  Thank you for bringing this situation to our attention. We're genuinely sorry to hear about your experience and the concerns you have regarding our representative's visit.
  We strive to provide clear and helpful information during our appointments, and it’s disappointing to learn that we fell short in your case. We understand your frustration with the issues around the communication from our representative. We also want to apologize if you felt pressured during the conversation, as that is never our intention.
  Your feedback about the responses you’ve seen online is also important to us, and we’re committed to improving how we address concerns and questions from our customers in a more personal and meaningful way.
  We would appreciate the opportunity to make this right. Please feel free to contact us directly if there’s anything we can do to address your concerns or assist your mother further. Your trust is important to us, and we want to ensure that you feel confident in any future interactions with our team.
  Thank you again for your feedback, and we hope to have the chance to regain your trust.

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Two white males probably in their 20s claiming to be from Kin Solar (dressed in Kin hats and Polo shirts, although previously they were in normal clothing) have repeatedly knocked on our door and tried to convince us to get solar panels. We have repeatedly told them we are not interested, requested they take us off their list, and pointed out our "no soliciting" sign. The men drive an unmarked car and sometimes park in our driveway. We have also tried ignoring them and not answering the door, but they sometimes stay upwards of ten minutes looking in windows. The most recent incident was after 9pm on a weekday (6/13/24). We contacted the local police (who informed us we were far from the first people to call about the issue) and added our address to our city's "do not knock" registry. I would like for this company not to send representatives onto our property again. Ideally we would also like them not to knock on the doors of our neighbors at inappropriate hours.

  

  Business response

  06/18/2024

  Thank you for taking the time to inform us about the troubling experiences you've had with our representatives. We are genuinely sorry for the inconvenience and discomfort this has caused you.
  Please rest assured that we have addressed the situation internally. We have taken your concerns seriously and are committed to ensuring that this kind of behavior does not occur again.
  We understand the importance of respecting your privacy and the integrity of your home environment. Your feedback is invaluable to us as we strive to improve our practices and maintain a high standard of professionalism.
  If you have any additional concerns or if there is anything further we can do to assist you, please do not hesitate to contact our customer service team at *********************************** We appreciate your patience and understanding in this matter.

• Initial Complaint

  05/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up in April 2023, for Kin Home to install solar panels on the roof of my house. It took them until August 2023 to have the job completed. When they were in the process of deciding where they would place the solar panels I asked them if they would have been able to place some of the panels in the back of the house but they said it wasnt feasible.They did mention that I may require more panels but at $50,000 I couldnt afford more panels so we stuck with what they agreed to. We also changed our supplier to rhythm, who would ultimately buy back un-used electricity.I have reached out to Kin Home on several occasions without a response to come and install more panels.We want them to remove all the panels off our roof without any charges.I feel that after all the attempts I made to call them to add more solar panels that they are not a very good company to deal with at all.I feel for customers such as myself who may have been caught up in the very expensive deal.

  

  Business response

  05/15/2024

  We apologize for any inconvenience you've experienced and understand your concerns. At Kin Home, we take customer satisfaction seriously. Our solar system designs are based on customer approval before installation, ensuring transparency and alignment with your needs. We're committed to resolving this issue and invite you to reach out to our customer support line at ************** to discuss further. Additionally, we're happy to perform an energy audit to ensure the system is performing as proposed. We appreciate your understanding and look forward to resolving this matter together.

  Customer response

  05/19/2024

   
  Complaint: 21699689
  
  I am rejecting this response because: I have previously reached out to them on several occasions without any response.

  I would like for Kin Home to remove the solar panels with immediate effect without another burden on my shoulders as I am already paying back the loan of $50,000 at nearly $200 per month.

  thank you.
  
  Sincerely,
  
  *************************

  

  Business response

  05/23/2024

  Thank you for your feedback. We understand your concerns and would like to address them thoroughly.
  Firstly, as your solar contractor, we have fulfilled all of our contractual obligations. Our records indicate that we completed the installation as agreed, and the solar panel system is currently online and functioning, providing you with the expected benefits of reduced energy costs and a more sustainable energy source.
  Regarding the loan, we would like to clarify that we are not the the loan entity. The financial agreement you entered into was with your lender, and it was fully executed when you authorized the installation. Unfortunately, this means that we do not have the authority to cancel or alter the terms of the loan.
  Additionally, our communication records show that we have responded to and resolved all previous requests, calls, and emails from you. If there are any specific issues or requests that you feel have not been addressed, please let us know, and we will be happy to assist further.
  We appreciate your understanding and are here to support you with any technical issues or additional questions you might have about your solar panel system.

  Customer response

  05/24/2024

   
  Complaint: 21699689
  
  I am rejecting this response because *** Home could have offered to install more solar panels so that we could at least benefit from the expense as well as the electricity bill we still receive each month.

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

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Kin Homes (Icon Energy, LLC) - Unfinished Installation & Uncompensated Damages I am filing a complaint against Kin Homes (Icon Energy, LLC) for a botched solar panel installation project at my residence. The project, initiated in April 2022, resulted in significant damage to my property, including exposed electrical wiring, and additional expenses due to delays and repairs. Despite repeated attempts to reach Kin Homes for resolution, they have ceased communication and failed to compensate me for the damages incurred. This includes repairs to my water heater, A/C unit, drywall, and masonry, as well as additional electricity costs and lost wages due to project delays. Safety Concerns: Exposed electrical wiring left unrepaired, posing a threat to my family, especially my young son. Damage caused during the main panel upgrade necessitated repairs to the water heater, A/C unit, and drywall. Financial Losses: Out-of-pocket expenses for repairs exceeding $12,000. Loan payments for a non-functional system for several months. Additional electricity costs due to project delays. Lost wages due to time spent resolving issues with Kin Homes. Legal Action: I have attached a copy of the legal correspondence sent to Kin Homes on May 24, 2023, detailing the project timeline and incurred expenses. Resolution Sought: I request the BBB to investigate Kin Homes' practices and urge them to fulfill their contractual obligations. This includes: Reimbursement for all documented repair costs and additional expenses. Compensation for time lost due to project delays. I am hopeful that with the BBB's involvement, Kin Homes will finally address this situation fairly. Attached Documents: Legal correspondence to Kin Homes (May 24, 2023) Project timeline summary Documentation of incurred expenses

  

  Business response

  05/10/2024

  Thank you for bringing this matter to our attention. We take customer concerns very seriously at Kin Home (Icon Energy, LLC), and we regret any inconvenience experienced by the complainant.
  Upon reviewing our records, our last documented communication with the customer occurred on March 31, 2023, when our Customer Experience Manager reached out to explore further avenues to address their concerns. However, subsequent legal correspondence indicated no further action required from Kin Home. Regrettably, despite our attempts to engage in resolution discussions, we did not receive any response from the customer, leading us to consider the matter closed.
  Regarding the specifics of the complaint, we understand the gravity of the situation outlined by the customer and empathize with their frustrations. However, we assert that our installation projects adhere to rigorous safety standards and quality protocols. Any damages or delays experienced are addressed promptly and in accordance with contractual obligations.
  We encourage the complainant to reestablish communication with us so that we may work together towards a satisfactory resolution. Our commitment to customer satisfaction remains unwavering, and we are prepared to address any outstanding issues in good faith.
  Thank you for your attention to this matter, and we remain dedicated to upholding the highest standards of service and integrity at Kin Home.

• Initial Complaint

  04/25/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Kin Home is attempting to charge me a $3,500 cancellation for services I did not agree to. On April 15, a Kin Home Sales Rep visited my home to tell me about solar power installation and financing. I agreed to run a credit and loan application. I was approved for financing that evening. The next day, I reviewed the financing terms and decided to cancel because the terms were not accurate. I informed the sales rep that I was not ready to commit to Kin Home’s services and the financing agreement was cancelled on April 16th. This all occurred with 24 hours and I was repeatedly assured by the sales rep that I was under no obligation. Most of this communication was done orally but I do have a supporting text message and email showing my intent to cancel and the actual cancellation of financing. On April 24th I spoke with another Kin Home rep explaining once again that I was not interested committing to their services. On April 25th I received a cancellation invoice for $3,500. My attempts to resolve this issue directly with Kin Home has been unsuccessful so far. Customer services was not able to connect me with a decision maker and my messages have not been returned.

  

  Business response

  04/26/2024

  Hello *****, 

   

  Thank you for reaching out. We apologize for our technical error in your cancellation request. We have voided your cancellation invoice, and closed your account. Thank you

  Customer response

  04/29/2024

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

• Initial Complaint

  04/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Good morning,This complaint is against Kin Home unfair / unsolicited sales practices from their sales agents soliciting homeowners, who have not made contact with their company for their services. They are seeking consumers to purchase solar panels from their company. Prior to April 4, 2024, incident, they have been advised on several times that we were not interesting in purchasing solar panels. The last sales representative, prior to the one that came yesterday, was rude, unprofessional, aggressive to the point when he was told no, he asked was I the home owner. His body language and facial expression was upsetting to the point where a call was placed to a number of Kin Home where the agent was advised of the issue and advised if their company agents returned to our real property they would be trespassing and the local authorities would be called. The agent asked for our address to make a note in their system. Well yesterday another agent appeared around dinner time with the same sales pitch. My husband advised him we were not interested and pointed out the no soliciting sign on the door was for unwanted sales. The agent did not care he still proceeded to try to sale us solar panels. They do not care. The solution sought is for this company to stop seeking unsolicited services from real property ***********************************************************************, immediately. I hate to have to file this, but when contact was made this morning to speak with a manager the agent was not helpful at all. If you have any questions regarding this request, please do not hesitate to email me at ******************** Please do not share the email address and contact information associated with this complaint with Kin Home. At no time has we ever sought services from them nor do we want to at this point. Thank you.

  

  Business response

  04/08/2024

  Thank you for reaching out ***, we are sorry to hear that you have not been satisfied with the action we have taken to remove your home address from our sales support route. I have escalated this to our sales leadership, and requested confirmation that your address has been removed from our route. I do apologize for any inconvenience this has caused. Thank you! 

  Customer response

  04/08/2024

   
  Complaint: 21535605
  
  Their response has been rejected because: this company has not agreed to stop harassing us to enter an agreement for their unwanted services.  This company should have a policy that does not force their services on consumers who have not sought their services and who have notified them that their services are not wanted.  As of the time of this respond going forward if further harassment is received from Kin Home or their agents, the local authorities will be contacted due to their agent and/or company failing to prevent further trespassing on our real property.
  
  Sincerely,
  
  *********************

  

  Business response

  04/09/2024

  Thank you for bringing your concerns to our attention regarding the interactions you've experienced with Kin Home. We sincerely apologize for any inconvenience or distress caused by our previous attempts to engage with you.
  
  Please be assured that we take your feedback seriously, and we have thoroughly reviewed our processes internally. After investigating the matter, we can confirm that our representative followed our standard protocol in attempting to offer our services. However, we understand and respect your decision not to engage with us, and we want to assure you that you will no longer be contacted by Kin Home or any of our agents.
  
  We understand the importance of respecting the wishes of individuals who do not seek our services, and we regret if our attempts to reach out have caused any discomfort. We strive to maintain the highest standards of professionalism and customer service, and we will take your feedback into consideration to improve our practices further.
  
  If you continue to receive any unwanted communication or visits from anyone claiming to represent Kin Home, please do not hesitate to contact us immediately. We will cooperate fully with any authorities involved and take appropriate action to address the situation.
  
  Once again, we apologize for any inconvenience caused, and we appreciate your understanding and cooperation in resolving this matter.

  Customer response

  04/11/2024

   
  Complaint: 21535605
  
  I am rejecting this response because your response fails to address the issue of receiving unsolicited attempts from your agents.  Once your company has been placed on notice that your services are not wanted by both owners of the real property verbally and by pointing out we have a no solicitation sign on the front door where they approach to attempt to gain a sale you and your agents have chosen to enter down a path of to harassment.  Your company should have a process of tracking whether a consumer has informed you of their decision of not wanting your services.  Therefore, your response is being rejected due to admitting there is a possibility of your agents coming back to our real property again even after being advised not to and that their services are not wanted.  Your response may be forwarded to other government agencies to see if they can assist in ceasing you and your agents from your unsolicited sales practices.
  Sincerely,
  
  *********************

  

  Business response

  04/11/2024

  As we stated before, we have removed your house from our route. *** is not responsible for any other solar entities visiting your property, however you can feel rest assured we will not be returning to your home. If you feel you are being harassed we encourage you to contact your local authorities. Thank you

  Customer response

  04/12/2024

   
  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.  Kin Home, LLC has agreed to not continue with their unsolicited sales attempts as previously requested.  
  
  Sincerely,
  
  *********************

  Customer response

  05/29/2024

   
  Complaint: 21535605
  
  I am rejecting this response because:

  Good afternoon:

  
  

  This is a request to reopen the following complaint number listed above.  Please note as of ten minutes ago, a representative of *** sought to solicit information and/or service obligations from the domicile listed in this complaint.  

  
  

  The company did state they would not visit our home in their last correspondence submitted to you.  The young man did state he was new as he was giving his speech on how other people reported high energy usage.  

  
  

  If you could contact the entity to see how the unsolicited communication keep occurring even after having a no soliciting sign on the front door.  I really would appreciate it.

  
  

  Thanks.

  
  

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

  

  Business response

  06/03/2024

  Good afternoon,
  Thank you for bringing this matter to our attention, and we sincerely apologize for the inconvenience caused by our representative's visit despite your request for no further contact.
  We are deeply concerned to learn that a representative from *** visited your home despite our previous assurance that no further visits would occur. We understand your frustration and the importance of respecting your preferences and the "No Soliciting" sign on your property.
  We take this issue very seriously and are committed to preventing any future occurrences. Our sales team will be re-educated on the importance of adhering to customer preferences and respecting "No Soliciting" signs. Additionally, we will ensure that all our representatives are fully informed about your request for no further contact.
  To address this specific incident, we will be conducting an internal investigation to understand how this breach occurred. We will also take appropriate corrective actions to prevent such incidents from happening again.
  We sincerely apologize for any distress this has caused you. Please be assured that we are taking immediate steps to rectify this situation and ensure your privacy is respected.
  If there is anything else we can do to address your concerns or if you have any further questions, please do not hesitate to contact us directly. We appreciate your patience and understanding as we work to resolve this matter.
  Thank you for bringing this to our attention and for giving us the opportunity to make things right.
  Best 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. ↩