Complaints

• Initial Complaint

  07/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  March 20, 2024 The business sales rep Riccardo R**** said the solar was free for low-income families in this zip code. Now that the solar is on our home they said they are having issues because the roof is a foam roof when you get to talk with someone. My dispute is Riccardo R**** mislead us through the process of the solar panels. The solar panels are still not operational. No one from this company returns calls or reaches out to let us know anything.

  Business response

  12/04/2024

  Dear ***** *****,

  
  

  Thank you for sharing your experience with us. On behalf of Bryton Power, I want to sincerely apologize for the challenges you’ve faced and for any confusion or frustration caused during your solar panel installation process. Your feedback is incredibly important to us, and we take these concerns very seriously.

  I understand your frustration regarding the initial information you received from our sales representative, Riccardo R**** and the issues that have arisen with your foam roof. This lack of communication is unacceptable, and for that, I offer my sincerest apologies.

  I would like to clarify that we have been in communication with you regarding these issues. As we discussed, we encountered some challenges with the financing company that was initially set to fund the project. However, we worked with you to find a solution and successfully enrolled you in LUX, providing you with an exceptionally low monthly rate of $150 and a locked-in rate of 0%. This arrangement was finalized, and we were able to secure permission to operate on September 17, 2023.

  I understand that you still have concerns, and I want to assure you that we are committed to resolving them. Please let us know a convenient time for a team member to contact you directly, or feel free to reach us at ###-###-####. We are dedicated to making sure all of your concerns are addressed and to restoring your confidence in Bryton Power.

  Once again, I apologize for the experience you’ve had, and I want to thank you for bringing these issues to our attention. We are determined to resolve them as quickly as possible.

  Sincerely,

  Jose A********* - Customer Experience Manager

  Customer response

  12/08/2024

  
  Complaint: ********
  
  I am rejecting this response because: My Battery quite responding on October 17, 2024.  I had left several voicemails on several occasions along with emails and did not receive a response until October 24, 2024, from Brennan C******* that told me he would get in touch with Bryton Power I informed Brennan via email and phone that I was not only paying a lease payment of 150.00 month for the panels but also 267.19 for an SCE bill that is more money than I was paying before solar.  I understood that Lux financial was the company to handle any maintenance.  I was unable to get ahold of them or a call back from Bryton Power. Brennan C******* at Lux financial told me they would work on getting my system serviced ASAP.  I spoke with Brandon M**** on October 24, 2024.  Brandon stated he was sending a company from Riverside October 28, 2024, between 8am-llam or 9am-11am to fix the problem.  I did not receive any contact information on this company.  I had taken off work the technician never called stating he was running behind.  I emailed everyone at 12:01 October 28, 2024, never got an email back.   The tech showed up at my home at 4pm.  The system is up and running however Jose A********* from Bryton Power finally responded to me by phone on November 27th, 2024, stating he just received my voicemail from October 17, 2024, and everything looks good with the system.  I expressed to him that I am still have a SCE bill and their company did not install enough solar for my home consumption.  Jose stated he would contact me by December 2, 2024, after he looks into what has to be done.  Jose called me back on December 3, 2024, with no answer other than I have to contact Lux financial about this.  Jose asked if I would take the complaint off the BBB, was his concern.  I have all emails that were sent and the responses I received if any.  I still have yet to hear what they are going to do about not enough solar panels for our home consumption.  This company saw my electric bill numerous times before the solar was installed and am paying more a month than I was before solar was installed.

  I spoke with Enphase numerous of times before anyone would contact me back Case ID (********, ********, ********, ********, and ********) they were finding me another company to come out.
  

   

    

  
  Sincerely,
  

  ***** *****

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

  Desert Hot Springs, Ca 92240

  ###-###-####

   

   

  Business response

  12/18/2024

  Hi *****,

  This is Jose with Bryton Power. I've been working with my team to make sure we get this right for you. When we initially quoted your solar system, we weren’t fully aware of how you use your energy as a homeowner. After reviewing the graph of your system with a team member, we noticed that most of your home’s power consumption happens at night. This makes the solar system less efficient since it generates energy during the day.

  To help us understand better, I’d like to get more information about your energy use at night. Our first guess is that your AC may be running. Could you let me know if that’s the case or if there are other significant energy uses at night?

  I’m here to help and want to make sure we resolve this in the best way possible.

   

  Thanks,

  Jose

  Customer response

  12/22/2024

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

• Initial Complaint

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had solar installed on my house back in August 2023. We are now in January 2024 and my solar is still not working. I haven’t received any information from the finance company and the one “customer service” individual ai speak with can never answer my questions.

  Business response

  12/04/2024

  Dear **** ********,

  Thank you for reaching out and sharing your concerns. On behalf of Bryton Power, I want to sincerely apologize for the delay in activating your solar system and for the frustration caused by the lack of communication youve experienced. This is certainly not the level of service we aim to provide, and we deeply regret the inconvenience it has caused you.

  I personally reached out to discuss your situation and am pleased to inform you that your solar system has been fully operational for the past 8 months. I understand your ongoing concern regarding your electricity bill, and I assure you that we are committed to addressing any lingering issues. As discussed, we have scheduled a technician to visit your home next week to ensure everything is functioning as it should.

  Regarding your finance company and your billing questions, I acknowledge the lack of information you've received, and I am making this a priority to resolve. We will follow up with the finance company to provide you with the necessary clarification. Additionally, I offered you the option of purchasing a battery at wholesale cost to further optimize your system, though I understand you decided not to accept this offer at this time.

  Once again, I apologize for the delays and miscommunication youve encountered. We genuinely value your business and are committed to restoring your confidence in Bryton Power. If you have any further questions or concerns, please dont hesitate to reach out to me directly at **************.

  Thank you for your patience, and we look forward to resolving all outstanding issues promptly.

  Sincerely,

  **** ********** - Customer Experience Manager

  Bryton Power

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Solar panel contract had remained unfulfilled. Panels have not been functioning despite the approval received. Company will not answer calls or texts and left without a way to fix this. I wish to remove solar panels as they did not complete their contract.

  Business response

  12/04/2024

  Thank you for reaching out to us and sharing your concerns. On behalf of Bryton Power, I sincerely apologize for the challenges youve encountered with your solar panel system and for any frustration caused by our lack of responsiveness. Your experience does not align with the high standards of service we strive to provide, and we deeply regret the inconvenience this has caused.

  We understand the critical role your solar panel system plays in your home or business and are fully committed to resolving this matter promptly. To expedite the resolution process, please let us know a convenient time for us to contact you. Alternatively, you may reach us directly at **************, where a dedicated representative is ready to assist you.

  Once again, I apologize for the difficulties youve faced and thank you for bringing this to our attention. Your feedback is invaluable, and we are determined to make things right.

  
  

  Sincerely,

  **** ********** - Customer Experience Manager

  Bryton Power

  
  

• Initial Complaint

  10/19/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We recently contracted solar energy with Bryton Power (April May 2023) and we just received a phone call and email from AIG Electrical (their contractor) threatening to put a lien on our property for the electrical work (upgraded our electrical panel) which Bryton Power has not paid them and we were told we were not going to pay anything. its in the contract 0 out of pocket we are senior citizens on a limited income and can not afford to pay this large bill they owe their contractors. please help

  Business response

  12/04/2024

  Dear ***** *******-*****,

  
  

  Thank you for bringing this very serious concern of yours to our attention with respect to the lien threat from *** Electrical. Kindly allow me to extend, on behalf of Bryton Power, our sincerest apologies for all stress and worry this situation has brought to your doorstep, particularly in consideration of your limited financial resources. Please be assured that we value this matter seriously and are committed to resolving it as soon as possible.

  By the terms of your agreement, Bryton Power was to incur a $0 out-of-pocket cost for the installation of your solar home installation, which would also involve the replacement of your electrical panel. Please be assured that responsibility for any of the charges concerned with the electrical work, or the lien threatened, will not rest with you; this is absolutely not your financial responsibility.

  We currently have a civil dispute with *** Electrical over outstanding payments. We are in cooperation with the **************** ************* regarding ways of addressing the issue for resolution. We understand this can be frustrating and stressful to you, and we want to make it right. You will not need to pay any part of the lien, and we will commit to this issue as soon as possible.

  In the meantime, should any other questions or concerns arise, please do not hesitate to contact us directly at **************. We also continue to keep you abreast with regard to the progress of this matter, with assurance that your financial well-being is of paramount concern to us.

  
  

  Again, we want to express our deepest apology for the inconvenience this has created and thank you for understanding and patience as we make this right.

  
  

  Sincerely,

  **** Customer Experience Manager at ********************** **************

*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. ↩