Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/08/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Nothing But Inconveniences:America Solar and Roofing Company has given two full years of unfilled workmanship and unfilled promises! American Solar and Roofing applied for a building permit on Feb. 23rd 2023 and never completed the building permit with the City of *******. The building permit was scheduled to expire on Feb. 21st 2025.**** ***, a new hire for the company received our calls informing her that City of **************** Permit that had not been completed properly by America Solar and Roofing would result in a shut down of our solar. This was due to American Solar not completing the necessary inspection paper work with the City of *******. This City of ******* letter was dated Jan. 17th, 2025. **** *** insisted in putting the blame on a fired employee rather than make any effort to address our unmet needs as customers. A current employee of ********************** and ******************** was responsible for never doing the necessary inspection paper work for the City of ********SRP removed our meter. We were without solar for 1 1/2 weeks. Absolutely nothing was offered from American Solar & Roofing to address the situation we were forced to endure. We were left without solar energy for 1 1/2 weeks. American Solar & Roofing never offered anything to address our troubles. In the real world, if someone is guilty of poor service, they usually step up and make an offer of recompense. Nothing has happened. Without solar, we paid extra for electricity for 1 1/2 weeks. In addition, we were made aware American Solar & Roofing are not recommended by ***. American Solar and Roofing is a "persona non grata."Given American Solar and Roofing failed to complete the building permit, we have no confidence that American Solar and Roofing did the solar installation correctly or that the solar is working at the capacity we purchased. We have no confidence in American Solar and Roofing. We want a full refund.

  

  Business Response

  Date: 02/10/2025

  Dear ******,

  We attempted to reach you today, but we were unable to get through. Please contact our Chief of Staff, ****, at ************ or at *************************************** at your earliest convenience.

  

  Business Response

  Date: 02/18/2025

  Hello ****** & ****** ***********,
  
  Thank you for taking the time to bring your concerns to our attention. We appreciate your the opportunity to address the issue and make things right.
  
  As we discussed over the phone, we understand the impact of the lost solar production during the time the system was down. To resolve this, we have provided compensation for the energy lost during that time, along with a complimentary service appointment to reconnect your inverter online.
  
  We value your trust and appreciate your patience while we worked through this matter. If there is anything else we can do to assist you, please don't hesitate to reach out.

  Customer Answer

  Date: 02/18/2025

  
  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

  Date:06/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Receiving constant spam calls starting at 6:15am for several months despite telling them multiple times thatI do not own the condo and to take me off of their list.

  

  Business Response

  Date: 06/19/2024

  We are sorry you are receiving calls. This is not our company. We work Monday-Friday 8am-5pm and only have two people that make calls. We have received these complaints before and there is nothing we can do, even if they are using our name. Again, I am sorry that this is happening to you. Our CEO was just interviewed by the BBB about the exact topic.    

• Initial Complaint

  Date:05/08/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been receiving phone calls nearly daily for weeks from American Solar. Each time, the representative provides an English language first name, but it is clear from the consistency of the accent of the callers that these calls are outsourced from *****. I have requested every single time for the company to stop calling me and to remove me from their call list. The caller never agrees and always disconnects without so much as an apology. I have reached out to American Solar through their website to complain about the ongoing solicitations and advised that I would be reporting this issue if the calls continued into May. I have received several calls each day from American Solar representatives. This is harassment. I have never expressed interest in this company and do not wish to be contacted by them going forward.

  

  Business Response

  Date: 08/20/2024

  Hi *******, we sincerely apologize for the inconvenience caused by these spam calls. Unfortunately, there is an overseas company with a similar name to ours, but we have no affiliation with them. At American Solar & Roofing, we only have one in-house appointment setter and never contact individuals who do not wish to be reached. We are committed to respecting your privacy and ensuring a positive experience. Please know that your concerns are important to us.

• Initial Complaint

  Date:12/21/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have 22 defective solar panels which American Solar has inspected and promised to replace. To date they have not done so.* After numerous unanswered phone calls since June 2021, American Solar finally sent out employee ***** on October 14, 2021, who confirmed panels were in need of FREE warranty replacement.* Since that time, into 2022, after numerous phone calls and messages, there was no response from American Solar.* In May, 2022, new Service Manager *********************** called me to set up a new re-inspection of panels for June 28, 2022.* Employees, *********** arrived at 10 a.m. to inspect the panels. They informed me they would indeed be replaced for FREE and that instead of 22 panels, I would receive 11 panels since they are more powerful than the originals.* I emailed ***********************, thanking him for sending these employees and inquired as to when the panels would be replaced.* Just like my original inquiry, all subsequent emails and phone calls have remained unanswered.* I believe this company is committed to not honoring the warranty leaving me, for the past two years, with defective solar panels. I'm curious as to why their customer service is so awful, since these are FREE warranty replacement panels, not costing them!

  

  Business Response

  Date: 12/29/2022

  ************************ - 

   

  I am sorry for this issue. **** has been in contact with you and we are waiting for your response after your visit with ***************************. We anticipate a response from you on or around January 3rd. We look forward to his response. I do hope the Production document along with the utility data helps resolve your concern as this data proved your system is functioning as designed. 

   

  *****************
  CEO

  Customer Answer

  Date: 01/03/2023

  
  Better Business Bureau:

  I have met with *************************** of Argent Solar, and he found that though the system is declining in performance, it does fall within the specified "general performance" as provided by American Solar to the original homeowner.  However, I am still very dissatisfied that American Solar needs its customers to file complaints with the Better Business Bureau in order to get a phone call returned or an email response!  Their customer service is seriously lacking as can be attested by my complaint.  

  My neighborhood, Pebble Creek, has over **** homes, and American Solar was ****** Builder's choice of contractors to install solar panels.  I have since learned that many residents have had similar experiences with American Solar, and have had to secure lawyers to reach a settlement or use Argent Solar to correct problems that American Solar has chosen to ignore.  Apparently, these problems developed after this company was sold!  I will also have to let ************** network "Let *** Know" that i have received information that my system is functional.  By the way....it was American Solar employees *****, in 2021 who stated the panels were defective.  After several months of being ignored and after filing a second complaint to BBB, employees **** & **** came over to inspect the panels and took down information from each panel to secure replacement.  For 18 months, I was led to believe, from American Solar employees, that I had a defective system!  

  
  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

  Date:08/03/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am attempting to get anyone at ******* Solar and Roofing to respond to my request for status of the warranty replacement of my solar panels. I continue to be ignored their service coodinator *********************** as I attempt to learn when I might expect this replacement to take place. He simply does not return my calls or emails and when I do reach him by phone he never has any information and says he needs to check with others in his company. My first appointment with ******* Solar and Roofing took place on January 12, 2022 and, after several additional visits to my home, they finally got the infrared photos needed by the manufacturer taken in late May. Since that time I have been given no information about when the replacement is expected. I have lost hundreds of dollars during the cooling season since I do not have a functioning solar panel system to offset the cost of electricity. I believe that ****, the new project manager, was the technician who took the photos but I can not get him to return my calls either. I simply seek regular communication and a plan for completing the warranty replacement of my panels.

  

  Business Response

  Date: 08/05/2022

  Our team has been in contact with this customer regarding this situation. This is an uncommon panel manufacturer warranty and we have been in communication with the manufacturer on creating the necessary claim to resolve this replacement, and it has taken time. I can confirm our Service Coordinator has spoken to this customer on 8/5/2022 and explained the next steps with the customer. We are diligently working to create the process for this warranty situation with the manufacturer and will remain in communication with the customer.  
  
  We do apologize for the delay, inconvenience, and any frustration this has caused our customer.

  Customer Answer

  Date: 08/13/2022

  While I did indeed receive a phone call from the service coordinator on the date the company indicated, it only happened as a result of the BBB complaint that I filed and no new information was provided.  As a matter of fact, he indicated that there would need to be yet another visit to my home to gather information from the existing panels in order to make the necessary warranty claim with the manufacturer.  ************ call has not yet happened and, as a result, the replacement of my panels continues to be delayed.  Once again, I have been attempting to get this situation resolved since early January and continue to incur additional expense as a result of not having a working solar system.  I am happy that they seem to be more interested in moving forward since I lodged my complaint but, so far, the only action I am aware of is the single phone call that I received.

  

  Business Response

  Date: 08/18/2022

  This is a very unique situation that is not commonly seen in our industry, and we have been in business for more than 21 years. We are working diligently to create the necessary process, work with the panel manufacturer and continue to communicate with the customer. Our Service Manager/ Customer Experience Manager did speak with this customer and explained the details of this case, what we are doing and what next steps look like. We understand the frustration this has caused our customer and are working hard with the panel manufacturer on a solution here. As our Team Lead communicated, we will be in touch as we continue this process creation. We are looking forward to solving this.

  Customer Answer

  Date: 08/23/2022

  While I appreciate that the business seems to now finally be paying attention to my warranty issue, the situation has not been resolved nor is there any specific path forward for resolution.  Once again, this situation was originally identified by myself in early January of this year and no significant effort was made to resolve it until I made the BBB complaint. I am happy that I have now received 2 calls from the company since my original complaint but until we have working solar panels on our roof I do not plan to accept the response I have been given.  Continued communication is expected and appreciated as well as a specific path forward for resolution. I continue to incur significant additional expense, especially during the primary cooling season in *******, as a result of not having a working solar system to offset my energy costs.

• Initial Complaint

  Date:05/18/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Having purchased a resale in ********, ** in late May 2021, I was unfamiliar with solar that was provided at my home by American Solar & Roofing in late 2011 through builder ****** Homes in Pebble Creek.I made numerous phone calls and finally connected with a woman who explained how solar works, and talked me through reading the inverter readings to her to verify that all was well.After proceeding through the summer, with average electric bills over $250 (which I was told by neighbors was too high for a home having solar panels) began calling American Solar to have a technician come to my home to evaluate. Again, after making numerous calls, all of which went without a return phone call, I connected with someone in late September who took my credit card information to schedule a $250 appointment.On October 14, 2021, Isaah arrived and went on my room to examine my 22 panels. He stated that they were defective (******** over) and would require a warranty replacement, at no cost to me. Naturally, I was pleased to hear that this was a defect fully covered by warranty.Beginning in November, I made numerous phone calls to American Solar, being told that "someone would get back to me." I even spoke with ******, their new maintenance manager who stated he would speak with isaah and get back to me. That was in December. Despite many phone calls, no one has called back and I have a roof filled with defective solar panels.I am seeking full replacement of all solar panels as required per Isaah's evaluation.Unfortunately, Isaah provided no paperwork for me to provide to you....something which I found unusual, but he stated the office would be in touch with me to schedule the replacement of all panels.FYI.....I have spoken with other residents who have been having similar problems with American Solar refusing to return phone calls for service and they have now been charging $350 to come out to evaluage!

  

  Business Response

  Date: 05/23/2022

  I want to first apologize for the delay in communication. It seems you did contact us during a personnel transition period in our ****************** and unfortunately your situation was not on our Service Team's radar. However, I am curious what phone number you have been calling, as our team has been fully staffed for some time now, and I do not see any logged calls under your Account. Nevertheless, we are here to work with you and assist you always. Our Service Team will be happy to work with you again and see exactly what is happening with your solar panels and what your warranty would cover with the manufacturer. I have spoken to the team about this and our Service Coordinator will be reaching out to you with a phone call this week to ensure we are all on the same page and cover next steps with you. We are looking forward to speaking with you and making this right for you.

   

  Thank you.