ComplaintsforFusion Power

• Initial Complaint

  04/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Fusion solar has been aggressively calling me on the phone in violation of the federal Do Not Call Registry, and my cell phone number ********** has been listed on that registry since January 24th, 2020. They willfully ignore the federal Do Not Call Registry. I have asked them verbally and in writing to put my number on their own Do Not Call List, but they refuse to do so and continue to call my cell phone number. They use an autodialer to call my cell phone number in violation of the ***** They have sent me text messages in violation of HB ****.

  

  Business response

  06/14/2023

  Hello *****,  
  Thank you for bringing this to our attention, we have put you on our Do not call list, we have also reached out to any of our affiliates as well to cease communication. If in the future anyone calls and states that they are with Fusion Power and they are not affiliated with our Company. Please contact our ****************** if you have any other concerns at ************, Thank you. 

  Customer response

  06/14/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  04/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been receiving multiple calls each week from Fusion for the past 7-8 months, both on my mobile and at work. Each time I ask them to remove my number from their list and they say they don't have a list. This is very disruptive and annoying.

  

  Business response

  06/08/2023

  Hello **** , 

  Thank you for bringing this to our attention , you have been put on the *** List with Fusion . If you receive any more calls from a company stating they are Fusion it will not be us . 

• Initial Complaint

  02/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Fusion power has contacted me numerous times and lied about how they got my information. They claim I am powered by SRP or APS and they shared my information which I have told them numerous times is false. Then they start listing about every single electrical company in the state every time missing the one I actually have saying they got information from them. I have advised them to refrain from calling me and take my number out of their system which then they become very angry stating they arent selling anything just trying to help me. I called the direct number listed on there website asking for a manager or person in charge that could take my number off the listing and am told every time that they are in a meeting or out to lunch. Mind you I have called at numerous times and days.

  

  Business response

  03/02/2023

  Please send an email to ************************************ with your name and phone number so we can remove you from *********** list. 

• Initial Complaint

  01/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In July of 2022 A man from Fusion Power came to my door saying they are selling solar power. I cannot afford the cost of having solar installed on my roof. He then asked me to let him explain that the cost of electricity is going to increase, and *********************. He left and came back a couple of days later. He told me I would not have to pay for the equipment, that they add up twelve months of my electric bills and divide it by twelve to come up with a monthly average cost of my electric. Which he did and it came out to $134 a month and that is all I would be paying, $134. Plus, a fee which kept adding up. So, I again I told him I cant afford it, I live on Social Security. So, he took the fees off and it came to a total of $140.00. ($7 fee for not signing up for automatic with drawl from my checking account). I told him I would have to think about it so then another person from Fusion Power came by to talk to me. I was told that is all I would have to pay! I asked questions but not once was I told I would have to pay for them and APS for electricity. NO ONE explained that I would be paying both APS and Sun Run for power, if they had I would not have agreed to the solar. I live on Social Security I have not received a bill from Fusion Power or Sun Run but have been receiving phone calls and emails every day from Sun Run saying I am late with my payment of $140. I called Sun Run and the person I spoke to said I use solar during the day and APS at night. I received bills from APS for December 2022 and January 2023, If I am only using APS at night why is my bill pretty close to the same amount I use all day? And If I am paying APS $151.35 for December why am I paying Sun Run $140. Which I cant afford. I asked them to remove their equipment from my roof because I was lied to, but they refused. What are my options? Can you help me?Sunrun ***************************************************. (could not download their letter)

  

  Business response

  06/14/2023

  Hello *****,  
  I understand that this process has been a bit confusing and I do apologize if there were matters not explained properly on how solar works in tandem with the utility provider . We have tried to reach out to Multiple time via phone and left voicemails for you to contact us back. We would like to address your concerns and give any information regarding how Your Solar works in tandem to lower your utility bill with Aps.  As we have not been able to reach you, I would like to explain from the information provided what we The bills you provided for December of 2022 show that solar production and a credit making your utility bill of *****, your bill had a previous balance of ***** for the previous billing cycle that came before your system was commissioned. Since this time frame from this bill your system was on and producing until March 3rd . There was no communication from your home, so we then created a Service Ticket to come check on your system. While on site your communicated to our Service technician stated that you turned off your system yourself.  Since the last Communication we have yet to receive any correspondence with you.  Please Contact  the Service Department  at ************ , They will address any questions or concerns you may have. 

• Initial Complaint

  12/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been getting calls almost 2-3 times a day from this company! I asked to be removed from the call because I am simply not interested. I finally picked up the phone again (while I was on vacation) and I politely asked the person on the line to please remove me because I had asked before and they continue to call from different numbers. The person hung up on me! So now I have to deal with this company continuing to call daily, with no respect to someone's wishes.

  

  Business response

  01/05/2023

  We will remove your number, please send an email to ************************************ to confirm your phone number so we can remove you from the call list. 

• Initial Complaint

  10/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ********************* met with my mom and I in February 2022 to discuss switching to solar. We initially agreed because everything he told us sounded great. We were told multiple times that our SRP bill will be $0 or a about $20 but still very minimal and that we would have the $32 connection fee every month. We financed the solar panels and our monthly payment will be able $182 starting March 2023. A couple weeks after signing the contract I wanted to back out because I was unsure and was told I would have to pay $2,000 to break the contract since the solar panels had been ordered and were at the warehouse. As of September 2022 our SRP bill is still $200+ and then next year we will add on the $182 for the solar panel payments. I would have saved more money not going solar. I dont want the solar panels any longer since it is not doing anything to lower our bill. I am very unhappy with the information I was provided that was not truthful.

  

  Business response

  10/10/2022

  Thanks for bringing this to our attentions.  Next time, please contact us directly at ************************************ or call ************

   

  we will look into your concerns and ensure you system is working properly.  We will also need to have a rep look at your usage and bill from last year to compare to this year.

   

  It will be very unlikely that your bill will $0 with the utility company though.

  Customer response

  10/10/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be not satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  In the proposal ********************* showed us that I have a copy of it says the solar payment and my new utility bill would be $0. That is complete false advertisement. We moved into this house January 2022 so the usage from a year ago was the previous owner that lived here by herself. You can take a look but our system is definitely under sized and we were lied to from the very beginning. 
  
  
  Regards,
  
  *************************************
  
   

  
  

• Initial Complaint

  08/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We paid ****** to Fusion for solar on our house and the electrical box they put on the house was broke. We called them and told them about it. A guy came and looked at it on 6/14/2022 and said he would be back to fix it within 3 days and never came back. The panel door will not stay shut. Also when we signed up they told us that we needed a new roof and charged us $10,000 and it was only $9,500 and **** told us that he would bring us the $500 in a text message on 3/9/2022 and we never got it. We have contacted **** and the company numerous times and not getting anything done from them.

  

  Business response

  10/18/2022

  We can easily fix the door on the electric panel.  Im sorry you said you couldn't reach us.  What number did you call?  I will put in a work order for you.  In the meantime, please take down the following numbers for future needs: *****************-FUSN-PWR, or email us at ************************************

• Initial Complaint

  05/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Last summer, I was sold solar for my home, through Fusion Power. I made my decision based on the sales reps information he provided to me as he designed my system. He stated, for a load amount of $xx a month, the solar system would reduce my power bills to a monthly average of $6-$8 per month. These figures made sense, so I was sold. The system designed and installed does not come close to generating enough to reduce my bills to $6-$8 per month. Based on the averages over the past 9 months, my average **** to be closer to $70-$75/mth. Due to this, the combination of the solar loan payments and the power company **** are costing me more than before I added solar.I have been in contact with customer service, a single representative, for months. I have submitted to them all of my power bills for more than the past year, for review. My power company bills are accurate and 1.). I am not using more power than I did before, and 2.) I am on the proper plan with the power company. Fusion Power customer service has admitted to the fact that the system was undersized from the beginning. Though I wish I had that on recording, the math supports this completely. I was even told once, that the sales rep I was working with, has been know to do this to close a deal. Though I do not have this on recording either. I have been told for month that Fusion Power would do something to make this right. A check for 1 year of solar loan payments has been mentioned a number of times, though nothing has ever been received. I also do not believe this is a valid way to make this right. I have asked numerous times for a proposal to make the solar system installed produce what was promised. "it is under review" is what I am told month after month. As my complaint with solar Power is over 6 months old and it appears I am just getting the run around, I am looking for help in getting this issue resolved ASAP.

  

  Business response

  06/10/2022

  We have not responded to this complaint because we are in active correspondence with the customer trying to come to a resolution.  So far, we have offered a year's worth of payments.

• Initial Complaint

  12/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a SRP customer for many years using their ************************ program since the start of it's time. Solar was getting popular I was approached a few years ago and I was saving more money with M-power because SRP was not offering buying backs that would save me money at that time. Years later SRP has evolved. I was approached by Fusion Power. The sales ***************** reviews my SRP account usage history. He said June -August has been the highest. He said with solar these months would cost us no more than $110 and I would not receive a **** from SRP until those months. This sounded awesome. I was excited, single mom saving $400 - $500 in the summer was a mini trip out of town. I signed up. The install and setup was a nightmare tooks 3 months almost 4 when complete. I had to take off work because i had to be there for some install. They messed up had to come back out. Never received a final consult to discuss how system works. I was left in the dark until I received a text from SRP saying my account is past due and will be disconnected. I do not have a **** or account number. I have not been told what to do with my M-power. I was so confused. Called Fusion no help what so ever they told me to call SRP. Received 1st **** for OCT $478. Because I now get a service charge, on peak charges, off peak charges, and the demand charge. They don't tell you that in the sales pitch. And I have to pay for the panels. I AM NOW PAYING MORE THAN BEFORE. I don't recommend solar or this company.

  

  Business response

  12/16/2021

  Hi ******,
  I apologize for any misunderstanding that *** have been had here.  Have you reached out to SRP about your billing with them? On your application, we filled out the new rate plan preference, so you should have automatically been switched to E-27 from MPower.  As far as late fees go, that would also be another issue to take up with SRP.  

  On the solar side, I just logged into your account and the system is actually overproducing right now, so everything looks good on our end.  

  If you would like to send an email to ************************************ with a copy of your SRP ****, we can take a look and see if there is anything fishy.  From what I am understanding, your high **** is the result of late payments, not due to the solar system not working like it should.

  Jared

  Customer response

  12/16/2021

  I will send over **** however, that is my point lack of communication. There should have never been late fees. You guys sold me a system and left me in the dark. I have now accured damand fees because I was not on the right plan. I will contact them once again and send my ****

  

  Business response

  12/17/2021

  When you go solar, SRP requires you to go on a solar rate plan.  The most cost effective rate plan is the **27 plan which has demand charges.  Between the solar system and the Demand Management System that we installed, your demand is controlled.  Meanwhile, the power you purchase from SRP is now at 1/3 the cost of the energy you purchased under MPower plan.  So, between your lower SRP energy cost, your controlled demand charges, and your solar ****, you should see a net savings of nearly 50% IN SUMMER MONTHS from what you were paying under the MPower plan.  The rest of the year should be a break even.

• Initial Complaint

  09/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Representatives keep calling despite my number being on the do not call list, On the very last call on 9/7/2021 the representative tried to pretend that they and their company were working with my power company (SRP) to get me a "great deal" as power hikes were on the way. My power company does not work with them, I have a low-income plan that is not affected or changed by any "rate hike", and they will not stop calling me.

  

  Business response

  09/17/2021

  *****,

  I am sorry that you are receiving these calls.  When you told our representative that you were on a DNC list, they should have removed you immediately.  That representative will be written up and possibly terminated.  We take this very seriously.  I will personally get your number deleted from our call list.  Thank you for bringing this to my attention.

  Sincerely,

  Jared Gillespie

*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. ↩