Complaints

• Initial Complaint

  08/22/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I signed a contract to put solar panels on my house with this company, GreenBrilliance, and paid them a $500 deposit and a $4,630 down payment. Then, the sent me a form asking me to sign away the warranties to my existing solar panels, which I did not want to do, and was not informed that I would have to do. So I requested my money back and now they won't return my emails after months of requests. I am happy for them to fulfill the contract, and install the panels, but not at the expense of my existing panels. Or return my money. They can't break the contract, not install panels AND keep the money. Any help you can provide would be much appreciated. Thank you!

  Customer response

  08/25/2023

  The business agreed to reimburse me, so I would like to drop this complaint.  But letting them know I filed it helped me get my money back!

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

  Customer response

  08/29/2023

  The business agreed to reimburse me, so I would like to drop this complaint.  But letting them know I filed it helped me get my money back!
  
  ***********************

• Initial Complaint

  08/04/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Name of company that complaint is filled against: GreenBrilliance LLC Reason for compaint is: System stop working more than two months ago causing me to incur increase in my electric bill cost. I am paying the full electric bill now and for solar system bill which is the cost of the solar system that currently not working. Date of transaction system was installed late April 2022. System was stopped working on May 19, 2023 this year. It has been more than 2 months since this system produced solar energy. I am seeking an billing adjustment for those more than two months of this system not working.

  

  Business response

  11/06/2023

  To whom it may concern,

  We wanted to provide you with an update concerning the complaint filed by **************************

  We have taken the proactive step of setting up an online solar PV monitoring account for the customer, which grants them access to monitor their system's performance and energy production. This account is configured to automatically send email notifications in the event of nonperformance or other issues, allowing the homeowner to stay informed about their solar system's status. It is essential to note that the efficacy of this alert system is contingent on the performance and responsiveness of the monitoring application provided by *********. While we make every effort to ensure timely and accurate notifications, we cannot guarantee the performance of third-party applications.

  To ensure the optimal performance and maintenance of their solar system, we encourage the customer to actively monitor their system regularly. If they ever detect any issues, errors, or have concerns about their system's performance, please do not hesitate to contact us. Our team is readily available to assist and promptly address any issues that may arise.

  It is important to mention that the system experienced an inverter communication issue, which was a manufacturer-related failure and, unfortunately, beyond our control.  We understand the inconvenience this may have caused. If the customer is seeking compensation or reimbursement for associated costs, we recommend that they reach out directly to *********. They will be best equipped to provide information regarding their policies and procedures for addressing such situations.

  Sincerely, 

  GreenBrilliance LLC

  

  Business response

  11/07/2023

  From: ***************** <*********@greenbrilliance.com>
  Date: Mon, Nov 6, 2023 at 8:23 PM
  Subject: Resolution Update - BBB Complaint ID #******** - *************************
  To: *******@mybbb.org <*******@mybbb.org>, ******@mybbb.org <******@mybbb.org>
  Cc: ***** ********** <****************@greenbrilliance.com>, ***** ***** <*****@greenbrilliance.com>
  

  
  
  

  Dear ****** & *****,

  
  

  We wanted to provide you with an update concerning the BBB complaint filed by **************************

  
  

  Our Technical Support team has verified that the customer's solar system is fully operational, actively generating energy, and displaying no error alerts, as evidenced by the images provided below. Furthermore, we have confirmed with ********* that the system is performing and reporting data to them in a regular manner.

  
  

  If the customer has concerns related to the ********* application, we kindly advise them to reach out directly to *********, as we are not the developers of the application.

  
  

  We have taken the proactive step of setting up an online solar PV monitoring account for the customer, which grants them access to monitor their system's performance and energy production. This account is configured to automatically send email notifications in the event of nonperformance or other issues, allowing the homeowner to stay informed about their solar system's status. It is essential to note that the efficacy of this alert system is contingent on the performance and responsiveness of the monitoring application provided by SolarEdge. While we make every effort to ensure timely and accurate notifications, we cannot guarantee the performance of third-party applications.

  
  

  To ensure the optimal performance and maintenance of their solar system, we encourage the customer to actively monitor their system regularly. If they ever detect any issues, errors, or have concerns about their system's performance, please do not hesitate to contact us. Our team is readily available to assist and promptly address any issues that may arise.

  
  

  It is important to mention that the system experienced an inverter communication issue, which was a manufacturer-related failure and, unfortunately, beyond our control.  We understand the inconvenience this may have caused. If the customer is seeking compensation or reimbursement for associated costs, we recommend that they reach out directly to SolarEdge. They will be best equipped to provide information regarding their policies and procedures for addressing such situations.

  
  

  We sincerely appreciate your attention to this matter and kindly request confirmation of the closure of this complaint.

  
  

  Sincerely, 

  
  

  ****|Customer Relations Manager at GreenBrilliance LLC

  ******************************************************************************************;    Ph: **************

  Customer response

  11/17/2023

  I am writing to express my frustration with the outcome of my complaint against Green Brilliance LLC. Despite my efforts to resolve the issue, I am still waiting to receive an acceptable response from your company, and as a result, the BBB has closed the complaint. I am disappointed with how this case and others have been handled, and I am left feeling that the BBB is nothing more than a publicity stunt. The big companies like ***** and Solar Companies can get away with treating their customers poorly. Ie. ***** unnecessarily withheld my billing statements for nearly a year, then came up with the most unprofessional excuse of why and saddled me with over $1200 plus in electric bills. BBB rides with any explanation given and closes the case. Pathetic, to say the least. Then fake Solar Companies sell junk systems to hardworking people, saddling the customer with debt paying for trash solar systems. No matter who you contact, they are all the same: just a bunch of do-nothing companies that claim to be for the people. This is just nonsense. Anyway, all this is causing hardship for me and my family. Mostly, BBB does nothing to hold them accountable. The feedback I have received from the BBB has been generic and unhelpful. I am left with the impression that the BBB is not a practical resource for consumers to seek justice. Therefore, I have decided not to waste any more time contacting the BBB in the future. 

  V/r

  *******

  Customer response

  11/20/2023

  The BBB is all BS, and you know it so stop wasting people time with this nonsense response.  There is reason for all the toxicity that goes on in this country and that because YOU got fake *** business like this claiming TO expose bad business practices but in reality, you just as bad as the complaints that people report about all these dirty ass businesses.  **** is sick and is the reason that so many crimes occur daily.  

• Initial Complaint

  07/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Solar panels under warranty have produced a leak in our roof that requires repair. Roofers have come to confirm that this is in fact a solar panel issue. Green Brilliance is actively ignoring the issue as the damage from the leak continues to mount. We have sent them pictures and the original contract to show proof of warranty. They ignore our emails and appear to be now screening our calls. The only action theyve taken is to demand $500 up front for a Site Inspection. Entirely counter to home repair industry standards (roofers inspected for free) and coming with no guarantee of repair. Its reached a severe state as our roof continues to deteriorate due to their illegal inaction.

  

  Business response

  11/06/2023

  To whom it may concern,
  
  We wanted to provide you with an update concerning the BBB complaint filed by **************************  
  
  On Friday, October 20th, we clarified our service warranty in relation to the installation of the solar system in depth with ****** & **************************  We clarified that our warranty is designed to cover any damage or maintenance issues that may arise as a direct result of the installation process. This means that we guarantee the system is correctly installed and will perform as expected. If any issues arise due to an error on the part of our installers, the customer will be fully covered for any necessary repairs or maintenance.
  
  Additionally, we informed the customers that should the customer choose to uninstall the solar system at their own discretion, there will be a fee associated with this service. Once we receive confirmation of their payment, we'll work with them to coordinate a suitable date for the uninstallation process. All equipment that is uninstalled will remain in their possession, allowing them to decide how to manage it from that point forward. Also, we informed the customer that it's important to note that the uninstallation of the solar system does not fall under the scope of our workmanship warranty.
  
  Additionally, we reviewed an email from our Operations Manager, *****, dated October 16th. In this correspondence, ***** clarified that the ongoing issue of a roof leak is unrelated to the installation of the solar system. In light of this clarification, if the customer still wishes to proceed with the uninstallation, we can promptly furnish them with an invoice for the associated fee once they confirm their decision.
  
  During our most recent visit to the customer's property, we conducted a thorough examination and confirmed that our installation team did not discover any damages when they reinstalled the panels after the roofer had performed the necessary patching at the mounts. Subsequently, when the customer reported a leak after the reinstallation, our team visited the site and found that the patches had been damaged. They promptly sealed them. Our crew informed us that the leak was beneath the panels but was not caused by the solar panels themselves. ***** shared pictures of these patches after the reinstallation, showing no damage, and pictures were taken when the crew came to inspect the leak, revealing damaged patches, possibly due to squirrels.
  
  Previously, we provided the customer with images illustrating squirrel bites on the wiring and recommended the installation of a squirrel guard, an option the customer has not chosen. We strongly suspect that the roof patches are once again being damaged by squirrels.
  
  Thank you for your attention to this matter, and we look forward to receiving confirmation of the closure of this BBB complaint.

  Sincerely, 

  GreenBrilliance LLC

   

  

  Business response

  11/06/2023

  Date Sent: 11/6/2023 4:00:32 PM
  To whom it may concern,
  
  We wanted to provide you with an update concerning the BBB complaint filed by **************************  
  
  On Friday, October 20th, we clarified our service warranty in relation to the installation of the solar system in depth with ****** & **************************  We clarified that our warranty is designed to cover any damage or maintenance issues that may arise as a direct result of the installation process. This means that we guarantee the system is correctly installed and will perform as expected. If any issues arise due to an error on the part of our installers, the customer will be fully covered for any necessary repairs or maintenance.
  
  Additionally, we informed the customers that should the customer choose to uninstall the solar system at their own discretion, there will be a fee associated with this service. Once we receive confirmation of their payment, we'll work with them to coordinate a suitable date for the uninstallation process. All equipment that is uninstalled will remain in their possession, allowing them to decide how to manage it from that point forward. Also, we informed the customer that it's important to note that the uninstallation of the solar system does not fall under the scope of our workmanship warranty.
  
  Additionally, we reviewed an email from our Operations Manager, *****, dated October 16th. In this correspondence, ***** clarified that the ongoing issue of a roof leak is unrelated to the installation of the solar system. In light of this clarification, if the customer still wishes to proceed with the uninstallation, we can promptly furnish them with an invoice for the associated fee once they confirm their decision.
  
  During our most recent visit to the customer's property, we conducted a thorough examination and confirmed that our installation team did not discover any damages when they reinstalled the panels after the roofer had performed the necessary patching at the mounts. Subsequently, when the customer reported a leak after the reinstallation, our team visited the site and found that the patches had been damaged. They promptly sealed them. Our crew informed us that the leak was beneath the panels but was not caused by the solar panels themselves. ***** shared pictures of these patches after the reinstallation, showing no damage, and pictures were taken when the crew came to inspect the leak, revealing damaged patches, possibly due to squirrels.
  
  Previously, we provided the customer with images illustrating squirrel bites on the wiring and recommended the installation of a squirrel guard, an option the customer has not chosen. We strongly suspect that the roof patches are once again being damaged by squirrels.
  
  Thank you for your attention to this matter, and we look forward to receiving confirmation of the closure of this BBB complaint.
  
  Sincerely, 
  
  GreenBrilliance LLC

• Initial Complaint

  06/29/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  1.March 29, 2023: I signed a contract with GB to put solar panels on my roof. 2.April 7: I sent GB $5,328 in deposit and submitted photos of my residence. During this time, GB responded immediately to my email. 3.April 10: ******************* from GB informed me that their Technical Team wants me to sign a new contract. *** said that “The reason for doing all this is because it will get things easier for us in terms of application paperwork. Everything is same, please sign when you can.” 4. April 11: I read the contract and realized that the contract was completely different, including: a. Lower production numbers b. Higher Payment c. New Cancellation Policy in GB’s Favor d. Longer Installation Time e. Deletion of the Warranty Clause that was Previous Negotiated. 5. April 11-May 8: I tried to communicate with GB and asked them to change back the terms. *** called me INCESSANTLY and lied about making changes when in fact, the changes were not made. He kept on trying to get me to sign the new contract, asking me to “trust him.” Finally, after a month of back and forth with no avail, I asked for a refund on May 8. This is when *** ****** started to ignore my emails. 6. May 15: Finally, *** gets back to and told me that they will return my money and that “the process will take 5-7 business days.” 7. May 24: I did not see my money after 7 business days, so I followed up with ***. *** told me that I will receive “my full money on 6/15” because GB “remit all of [their] expenses in the mid of every month” and asked me to “just wait for few more days.” 8. June 15: Since then, I continued to email, scheduled meetings, and call *** ******. I never heard back from he or anyone else in GB. As of Jun 29, 2023, I have not heard back from GB or received my deposit back. 

  

  Business response

  11/06/2023

  To whom it may concern,

  On June 22, we issued check #***** in the amount of $5,328.00 to ***************, as documented. The attached image serves as clear evidence that the check was indeed cashed or deposited into her account.
  
  We sincerely appreciate your attention to this matter and kindly request confirmation of the closure of this Better Business Bureau complaint. 

  Sincerely,

  GreenBrilliance LLC

  

  Business response

  11/07/2023

  From: ***************** <*******@greenbrilliance.com>
  Date: Mon, Nov 6, 2023 at 6:48 PM
  Subject: Resolution Update - BBB Complaint ID# ******** - ***************
  To: *********@mybbb.org <*******@mybbb.org>, ******@mybbb.org <******@mybbb.org>
  Cc: ******************* <****@greenbrilliance.com>, ***** ********** <****************@greenbrilliance.com>
  
  Good evening ****** & *****,
  
  We wanted to provide you with an update concerning the BBB complaint filed by ****************  
  
  On June 22, we issued check #***** in the amount of $5,328.00 to ***************, as documented. The attached image serves as clear evidence that the check was indeed deposited into her account.
  

  
  

• Initial Complaint

  04/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased solar panels from this company last year and have been making payments on them for 6 months or so. They are still not hooked to the grid and making power so I am paying for them and my electric bill. I should be refunded all payments until this is corrected and functional. When I contacted them they just say I need to email care@greenbrilliance. They are charging me for a service not being provided. ************** Is the main number I have for them.

  

  Business response

  09/26/2023

  From: ***************** <********@greenbrilliance.com>
  Date: Mon, Sep 25, 2023 at 8:17 PM
  Subject: Resolution Update - BBB Complaint ID#******** - *** Web
  To: ***********@mybbb.org <*******@mybbb.org>
  Cc: ***** ***** <*****@greenbrilliance.com>
  
  Dear *****,

  
  

  We wanted to provide you with an update regarding the BBB complaint filed by *** ***.  **********'s solar system is fully active, producing energy, and free from any error alerts or issues, as substantiated by the images provided below.

  
  

  Thank you for your attention to this matter, and we look forward to receiving confirmation of the closure of this BBB complaint.

  
  

  Warmest regards,
  

  
  

   

  ****| Customer Relations Manager at GreenBrilliance LLC

  ******************************************************************************************;    Ph: **************
  

   

   

• Initial Complaint

  03/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  About a year ago, I paid GreenBrilliance $20,000 for solar panels. At one point, the panels stopped communicating, but continued to send power to the grid and ********. A few months ago, the same thing happened, and I assumed the panels were still working. Then I got a $200 electric bill and learned that the panels were not sending any power to the grid. Supposedly, GreenBrilliance can monitor this remotely, but they apparently did not notice. After much correspondence, including asking me to send a video of my breaker box (!!), they determined that a breaker was tripped. I tried to reset that and it would not, requiring their intervention. For many weeks now, they have done NOTHING! Meanwhile, their lack of action is costing me hindreds of dollars in charges from ********, so I am being injured by their lack of action.Note the following: (******************)To:******************************* + 2 more Details That 20 amp won't reset. Turned all off, still won't reset. Others did.No time delay, just won't reset.-----Original ********************** at GreenBrilliance <*******************************>To: ****************** <******************>Cc: ******************* <*********************************>; ********************* <***********************************>Sent: Wed, Mar 15, 2023 11:01 am Subject: RE: disconnected panels Good morning ********, I tried calling you earlier but got no response, and I could not leave a voicemail as your mailbox is full.Please follow our instruction below to reset your solar breakers. The breaker switch (red circled below) is in the OFF position. To be sure, please turn OFF ALL the solar breakers, then turn them all back ON, and this should fix the communication issue in your system. These are under full warranty! Please make GreenB repair my system ASAP and ask then to reimburse me for the charges by Dominion while their system has not worked.

  Customer response

  06/16/2023

  From: <******************>
  Date: Thu, Jun 15, 2023 at 4:34 PM
  Subject: ********
  To: info@mybbb.org <info@mybbb.org>
  
  System now working. No offer to pay for expenses incurred.
  
  Close file, please

  

  Business response

  09/18/2023

  From: **** **** <****@greenbrilliance.com>
  Date: Mon, Sep 18, 2023 at 2:11 PM
  Subject: Resolution Update - BBB Complaint ID#******** - ******** ******
  To: *******@mybbb.org <*******@mybbb.org>
  Cc: ***** ***** <*****@greenbrilliance.com>
  
  
  Dear ******,
  
  I am writing to provide you with an update regarding the BBB complaint filed by *** ******** ******. 
  
  Our team takes every customer concern seriously, and we strive to resolve issues promptly and effectively. In response to *** ******'s complaint, our engineer visited his residence on April 5th. During this visit, the engineer replaced the necessary fuses and confirmed that the solar system was functioning correctly.  However, there is an essential aspect to this situation that is beyond our control. *** ******'s solar system relies on an internet connection for full functionality, including monitoring and remote maintenance. Unfortunately, *** ****** does not have internet access at his location, which has prevented us from connecting the system to our monitoring platform.
  
  We want to emphasize that we have made every effort to address *** ******'s concerns related to the solar system itself. Our engineer has ensured that the hardware and components are in good working order. However, without an internet connection, we are unable to provide full remote support and monitoring, which is a crucial part of our service.
  
  We would like to clarify that the provision and maintenance of an internet connection are the responsibility of the homeowner, and it is beyond the scope of our services. We remain committed to assisting *** ****** in any way we can within the bounds of our service agreement. If *** ****** is able to obtain an internet connection in the future and requires further assistance, we are ready to provide the necessary support.
  
  Thank you for your attention to this matter, and we look forward to receiving confirmation of the closure of this BBB complaint.
  
  Warm regards,
  
  ****| Customer Relations Manager at GreenBrilliance LLC
  13655 Dulles Technology Dr. Suite 130, Herndon, VA 20171     Ph: ###-###-####
  
  

• Initial Complaint

  03/23/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased a solar system with this company in 2019. Now I am selling my property and need to have the solar system inspected. The company was notified about the sale of the property, they were also told that the property is currently under contract which required the inspection to be provided within 15 days. This company has been dragging with their response to this urgent matter. After many phone calls and emails sent, they asked for a video of the system and gave instructions. I submitted the video as requested. After several days, I Get a response saying that the system is working as intended based on the video submitted but requires the communication card to be updated. I told them to send me an invoice so I can pay for the communication card installation but I needed a report of the inspection sent as soon as possible. Right now I still don't have the inspection report and the closing date of the property is approaching. Can you help get this company to provide the inspection report for my solar system as that is the only thing holding up the sale of my property before I loose the buyer.Thank you

  

  Business response

  09/26/2023

  From: ***************** <***********@greenbrilliance.com>
  Date: Mon, Sep 25, 2023 at 8:58 PM
  Subject: Resolution Update - BBB Complaint ID#******** - *********************
  To: *********@mybbb.org <*******@mybbb.org>
  Cc: ********************* <********@greenbrilliance.com>
  

  
  

  Dear *****,

  
  

  We wanted to provide you with an update concerning the BBB complaint filed by **********************  

  
  

  We have successfully completed the solar system inspection, established contact with the new homeowners, ******************************* and ***************************, and facilitated the transfer of solar system monitoring access on May 10th, from *********************** to them.

  
  

  *********************** solar system is fully active, producing energy, and it is free from any error alerts or issues as substantiated by the images provided below.
  

  
  

  Thank you for your attention to this matter, and we look forward to receiving confirmation of the closure of this BBB complaint.

  
  

  Warmest regards, 

  
  

  ****| Customer Relations Manager at GreenBrilliance LLC

  ******************************************************************************************;    Ph: **************

• Initial Complaint

  03/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The solar installation on my house installed on 12/3/2022 is not not in proper working order. The installation crew was working off of the wrong blueprints and only started working off the right one once I realized and notified them that they were installing it on the wrong side of the roof. The panels are not laying flat on the panel rack, hence not looking right. On March 1st, checking my ******* ********* app, I noticed that the top half of the system, 8 of 16 panels, were not producing power and emailed correspondence to care@greenbrilliance. It is 3/21/23 with no word from them when this problem will be taken care of. I paid $16,000 for this sytem last December and its still not working the way it should be. From the engineer sending the wrong blueprints and install crew having to patch 20 holes on the wrong side of the roof, a shoddy looking installation, half the system failing a month and a half after being powered on, and lack of customer service except for ***************** at customer care, this has been endless aggravation.

  

  Business response

  09/19/2023

  From: ***************** <*************@greenbrilliance.com>
  Date: Tue, Sep 19, 2023 at 2:05 PM
  Subject: Resolution Update - BBB Complaint ID#******** - ***********************************
  To: ************@mybbb.org <ddennis@mybbb.org>
  Cc: ********************* <******************@greenbrilliance.com>
  

  
  
  

  Dear *****, 

  
  

  We wanted to provide you with an update regarding the BBB complaint filed by ************************************  We have addressed ************************ concerns to his satisfaction. ************************ solar system is fully active, producing energy, and free from any error alerts or issues, as substantiated by the images provided below.  I spoke with ******************** today, September 19th, to follow up with him to see if he needs any assistance or has any questions.  He confirmed that the system is working fine and that he has no outstanding concerns right now.
  

  
  

  
  

  Thank you for your attention to this matter, and we look forward to receiving confirmation of the closure of this BBB complaint.
  

  
  

  Warm regards,

  
  

   

  ****| Customer Relations Manager at GreenBrilliance LLC

  ******************************************************************************************;    Ph: **************
  

   

   

  Customer response

  09/19/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************************
  

• Initial Complaint

  03/20/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I did a contract to have solar panels installed on May 6, 2022. As of March 20, 2023 my panel are still inactive. They installed them on November 29, 2022 I am currently paying an electric bill and a solar panel loan for the last 3 months. I've tried contacting Greenbrilliance on many occasions and they don't return calls or messages. the reason for getting the panels was to reduce my bill and now i'm paying 2 bills.

  

  Business response

  09/18/2023

  From: ***************** <*****@greenbrilliance.com>
  Date: Mon, Sep 18, 2023 at 12:46 PM
  Subject: Resolution Update - BBB Complaint ID#******** - ****************************
  To: ************************************ <************************************>
  Cc: ********************* <*************************************>, ****** <***************************************>
  

  
  
  

  Dear *****,

  
  

  We wanted to provide you with an update regarding the BBB complaint filed by ********************************    His solar system is fully active, producing energy and free from any error alerts or issues, as substantiated by the images provided below.

  
  

  Thank you for your attention to this matter, and we look forward to receiving confirmation of the closure of this BBB complaint.

  
  

  Warmest regards, 

  
  

   

  Emma| Customer Relations Manager at GreenBrilliance LLC

  ******************************************************************************************;    Ph: **************
  

   

   

  

  Customer response

  09/20/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  ***************************
  
  I had to pay and electric bill and a loan payment because of the delay getting panels to work. I made duel payments for about 4- 6 month

  

  Business response

  11/06/2023

  To whom it may concern,

  We've observed that the customer has rejected our response to the Better Business Bureau, and we want to provide further clarification on the matter.
  
  ******************************* solar system is currently in excellent working condition, as evidenced by the images attached. We are dedicated to delivering reliable and issue-free solar solutions to our customers. While we strive to provide the best service, there are instances where certain matters are beyond our control, and as a result, we cannot offer reimbursement for those particular circumstances.
  
  When it comes to addressing inspection requirements and making necessary corrections, we place a strong emphasis on collaboration with the County inspectors, procuring the required components, resource allocation, and promptly taking corrective actions. We understand that in complex projects such as this, delays and setbacks can occur due to various factors. However, it's important to highlight that we have diligently implemented all essential measures to minimize these issues and ensure the successful completion of the project.
  
  Our commitment is to offer the highest level of service and quality, and we hope this additional information underscores our dedication to resolving any concerns and ensuring the continued operation of ******************************* solar system.

  Sincerely, 

  GreenBrilliance LLC

  

  Business response

  11/07/2023

  From: ***************** <*******@greenbrilliance.com>
  Date: Mon, Nov 6, 2023 at 7:09 PM
  Subject: Re: Resolution Update - BBB Complaint ID#******** - ****************************
  To: ***********@mybbb.org <*******@mybbb.org>, ******@mybbb.org <******@mybbb.org>
  Cc: ***** ***** <*****@greenbrilliance.com>, ***** ********** <****************@greenbrilliance.com>
  
  Dear ****** & *****,
  
  We've observed that the customer has rejected our response to the Better Business Bureau, and we want to provide further clarification on the matter.
  
  ******************************* solar system is currently in excellent working condition, as evidenced by the images attached. We are dedicated to delivering reliable and issue-free solar solutions to our customers. While we strive to provide the best service, there are instances where certain matters are beyond our control, and as a result, we cannot offer reimbursement for those particular circumstances.
  
  When it comes to addressing inspection requirements and making necessary corrections, we place a strong emphasis on collaboration with the County inspectors, procuring the required components, resource allocation, and promptly taking corrective actions. We understand that in complex projects such as this, delays and setbacks can occur due to various factors. However, it's important to highlight that we have diligently implemented all essential measures to minimize these issues and ensure the successful completion of the project.
  
  Our commitment is to offer the highest level of service and quality, and we hope this additional information underscores our dedication to resolving any concerns and ensuring the continued operation of ******************************* solar system.

• Initial Complaint

  02/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Product or Service Purchased Solar energy System Date Purchased 05/19/2021 Purchase Price $36,000 Other Form of Payment CHECKS (3)Where and How Did You Sign the Contract (if applicable) Home (electronic signature)After selecting components of the solar system I signed an Installation Agreement on 19 May 2021. I wrote and forwarded to GreenBrilliance a check for $10,800 dollars as my part of the agreement. Another check, dated 03 November 2021, for $18,000 was sent for a completed installation, . A final check for $7,200 'Activation' 21, Nov. 2021. It trio them nearly 20 days to complete the installation. One snafu was caused by the design sent to ***. It featured an inverter different than what was purchased, different than what was installed. The system has generally been working as designed. But on the 2nd of November (if I am reading the chart correctly) the storage battery stopped working. I have contacted one person (**. ***) according to my call log, 11 times since the problem came to light. I have contacted the home office at least 3 times. I always get the same reply, "OMG! We'll get on that right away!" But not a **** thing happens...until I call again. And then I get the OMG!!! reply...and nothing happens. I seek repair of the unit and refund for some amount of my electric bill. Please...if you can...Help! Respectfully,************************

  

  Business response

  10/16/2023

  From: ***************** <******@greenbrilliance.com>
  Date: Fri, Oct 6, 2023 at 6:21 PM
  Subject: Resolution Update - BBB Complaint ID# ******** - ***********************
  To: ************@mybbb.org <********@mybbb.org>
  Cc: ********************* <*******@greenbrilliance.com>, *** <****@greenbrilliance.com>
  
  Dear *****,
  
  We wanted to provide you with a comprehensive update regarding the complaint filed by ***************************. We have made diligent efforts to address his concerns since receiving them and 
  below is a detailed summary of our interactions with **************:
  
  March 23rd: Our Senior Technical Specialist had an initial conversation with ************** and provided guidance on troubleshooting steps to address his system issue.
  
  April 6th: On this date, when our crew arrived at the entry gate of his community, they weren't allowed to enter the property. Consequently, we informed ************** that we would need to reschedule the visit and committed to keeping him updated.
  
  April 18th: Our team visited ****************** residence and inspected the PV link on the roof. Subsequently, we raised a ******* support case with ******* to further investigate and resolve the battery issue.
  
  July 25th: Our crew revisited ****************** property and made adjustments to the settings in his battery system. ************** was encouraged to notify us if he experienced any issues with the battery discharge.
  
  October 3rd: We conducted a thorough examination of ****************** system and the battery on this date. We are pleased to report that both components are operating correctly. However, ******* support was unable to validate this in the portal due to issues with the internet wire/router in ****************** house. We communicated this situation to ***************, who met with our engineer. We have determined that we must wait until the router is fixed before performing any further troubleshooting. Additionally, we provided *************** with access to view the battery readings and PV link readings through the ******* app.
  
  We want to assure you that we remain dedicated to resolving ****************** complaint to his complete satisfaction. While the issue appears to be related to the home's internet connectivity, we are fully prepared to assist as soon as that aspect is rectified.
  
  We appreciate your attention to this matter and kindly request confirmation of the closure of this BBB complaint.
  
  Warmest regards, 
   
  ****| Customer Relations Manager at GreenBrilliance LLC
  *********************************************************, Herndon, VA *********;    Ph: **************

*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. ↩