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:12/12/2024

  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.

  Nov of 2023 I put a $5,000 deposit down to PEP Solar in ******* for the purchase and installation of a Tesla Solar roof. The ***resentative that I was working with explained to me that they were in process of ordering the Tesla Solar equipment and it would be a few months. In the meantime I received approval for financing and was ready to move forward whenever *** was ready to do the install. In January I heard back from the *** Sola *** explaining they were still dealing with getting the parts. I honestly didnt mind, I just desired to have the solar roof installed by summertime. I received another update or two with the same story. Then communication stopped for a few months. During that time I was informed that I had to re-qualify for financing because previous loan expired. By October 2024 I asked for my deposit returned. I was done with ***. Its been 6 weeks and they still havent returned my $5,000. No one has called me, I have had to called them. They have also tried to get me to finance a different solar panel option, but I do not want one, nor can I qualify at the moment. Now they have said they are willing to refund HALF of my deposit but not my full $5,000. I have not received any service or product from this company, nor have I even received a call or email. I would just like to be refunded my full deposit and move on from this company and experience.

  

  Business Response

  Date: 12/13/2024

  We apologize for the challenges you experienced during this process. To address your concerns:
  Initially, ****** approved a $100,000 loan for the project. However, the total cost of $177,000 exceeded the financing limit, and additional lending could not be secured. ****** also changed their loan requirements in December 2023, limiting the installation timeline to 90 days, which made it impossible to meet the new conditions given the circumstances.
  The Tesla Solar Roof certification required for the project was not available until April 2024, delaying the material purchase and installation. Additionally, ****** updated their policies to exclude roofing materials from financing, effectively canceling all Tesla Solar Roof lending options. This unforeseen policy change significantly impacted the project.
  We reached out to Southwest Roofing, who were already Tesla Solar Roof certified, to take over the project. They expressed willingness but were also unable to secure the necessary financing. We regret that this created confusion for you as we believed they were moving forward with the installation.
  We understand how frustrating this experience has been and appreciate your patience as we navigated these complex circumstances. While this situation was influenced by changes outside of our control, we remain committed to learning from this and improving our processes to better serve our customers in the future.
  Please dont hesitate to reach out if you have further concerns or would like to discuss this matter directly.  Your full refund for $5,000 was processed yesterday.  Wishing your family the very best in the holiday season sincerely, PEP Solar ****** W CEO & **** W COO

• Initial Complaint

  Date:08/23/2023

  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 purchased a Solar energy package from Pep Solar in 2017. I understood the warranty was for 20 years . In 2022 another solar company Onpoint solar said I could add more panels to my array II let do so.My association, HOA. is demanding I reroute the conduit from outside my house to route through the attic. I informed both solar companies, they replied. That it is not legal for HOAs to make rules that significantly boost the cost of solar to the point that solar option would be financially unwise. I have let my HOA know that what they want me to do is prohibitively expensive. While discussing this with ****** at pep SOLAR. SHE BECAME VERY rude and loud insisted that by adding more panels to my roof I have voided my warranty. And as the owner of PeP solar, she will refuse to honor any warranty issues I have.

  

  Business Response

  Date: 08/23/2023

  The customer has admitted in his own complaint he used another solar company to expand his system, voiding the PEP Solar install warranty and any obligation that is required by our company.  The install was completed over 6 years ago with no issues and the complaint belongs to the new solar company.  PEP Solar painted the conduit after we completed the job and met all the city, state, utility, and HOA requirements at the time of the install 6 years ago.  This complaint is misplaced with PEP Solar and it is not valid.

• Initial Complaint

  Date:05/18/2023

  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.

  Pep Solar installed a system in 2016 on the property I purchased in 2020. I have a installation warranty transfer from the previous owner to myself from Pep Solar. I've reached out multiple times over the last 3 months in an attempt for them to address the 68% decrease in output my system from this time last year. I first noticed this when my APS bill was costing me hundreds of dollars more than usual for less usage than I was using previously. (eg: ****** kWh total produced in May 2022 compared to ****** kWh produced in May 2023). They couldn't find my initial installation warranty (that I had email documentation from them on during the Dec 2020 transfer), and wouldn't come check on my system until they resolved that.The next time I called, they said I needed to address recalled SolarBridge/ SunPower components that they told me they installed with the manufacturer. They gave me a non-working number for the manufacturer, and when I eventually connected with the manufacturer, they had no record of me, of my property, of the brand, of the recall, of even working with Pep solar in the area. This manufacturer has been purchased multiple times since the installation of my system.Pep Solar had no final plans they could share with me of the installation they did on my property, and manufacturer is still unable to identify my equipment. Additionally, the SolarBridge Power Manager installed by Pep Solar, a piece of equipment meant for indoor installation, was installed outdoors and in direct sunlight, and not working. I emailed and called again for a request to get a pep solar tech out to help start this process, I have not heard back. They have continually dodged responsibility, and this has cost me hundreds of dollars and countless hours in frustration.Pep Solar needs to provide and replace the recalled components, and replace the improperly installed power manager. They have already confirmed the equipment they've installed is faulty.

  

  Business Response

  Date: 05/19/2023

  You're a valued customer: We would like to assure you that your PEP Solar Install Warranty is indeed solid and we are committed to providing you with the best possible service.  We understand that you are concerned about your *************************** Solar Bridge Inverter Warranty.   If the manufacturer, ********** is able to send us an *** Warranty replacement of Solar Bridge inverters and a ********* Manager as they were doing up to November 2019, we will, as a courtesy, reinstall them for free as long as the MFG does not charge anything. During our last visit to your home,which we normally charge a $265 trip charge (discounted as customer loyalty to $0), we noticed that your Power Manager was having a software cache memory issue, making it difficult to verify inverters were operational. Unfortunately, without the Power Manager operating properly, we are unable to monitor the status of the inverters locally or identify the Solar Bridge inverters on your roof.  In order to resolve this issue, we require a new Power Manager from ********** Please note that this device only had a ****** Manufactured warranty and it will be your responsibility to purchase a new one. Once we receive the new Power Manager, we will reinstall it for free, as a courtesy, as long as the manufacturer does not charge us.  We apologize for any inconvenience this may cause,although we are not the manufacturer. I have been sent a formal gag order by ********* regarding any further conversations with them regarding their warranty.  As a result, you are to contact ********* directly to manage your *** process and to have them sent to PEP Solar by calling 1-800-Sun-Power as provided originally. Thank you for choosing PEP Solar, and please do not hesitate to reach out to us if you have any further concerns or questions.  Until then, we look forward to the *** replacement parts arriving once you have obtained approval from **********

  Customer Answer

  Date: 05/23/2023

  The steps you've outlined require me to be able to communicate with the manufacturer, however they have no record of my home, equipment, or working with Pep Solar. I am concerned that Pep Solar holds incomplete documentation on their installation, as they were unable to share with me the final plans of the system they installed in 2016, only a draft. This means I cannot address anything, until Pep Solar has looked over my equipment and shared serial numbers and other identifying information with the manufacturer.

  As I mentioned in my initial message, I strongly believe the Power Manager to have been inappropriately installed outside as an inside system, and qualifies for an installation warranty, and not a manufacture warranty, having been excessively subjected to the elements, which goes against the manufacturer's recommendations, as communicated to me by the manufacturer.

  I require further diligence on behalf of the installer to procure the replacements for the recalled components they installed.

  

  Business Response

  Date: 05/23/2023

  On March 4 2019 and March 7 2019 ********* processed RMA replacement parts order no ******** for RMA-00084468/C-01531207/HO:SOLARBRIDGE and RMA-00084344/C-0 to IDGE CUSTOMERS.  PEP Solar has the original site mapping that was initiated.  Although without a working ********* Power Manager, we are unable to tell what is working on the roof or not until this equipment is replaced by *********.  PEP Solar is willing to replace the bad equipment under the original RMA ********* Solar Bridge process as long as it is sent free of charge, as soon as you are able to obtain approval.  PEP Solar is not the Manufacture and we do not make the parts.  Our install warranty is solid as the original install was done within all national electric codes, approved by the local authority jurisdiction, and fully demonstrated a working system by the utility in order for the system to be turned on.  Just like when you purchase a fridge from *********** the warranty is with the Manufacture and not with Home Depot.  There is no different here since you need to work with ********* to obtain the replacements under their RMA warranty process which they can be contacted at 1-800-Sun-Power.  PEP Solar is here to do the replacement under your warranty when you obtain the replacement materials from *********. 

  Customer Answer

  Date: 05/25/2023

  According to my communications with the manufacturer, I cannot obtain replacement parts until a local contractor or installer (like PepSolar), comes out to create a report identifying and confirming that these parts aren't working and send it to the manufacturer. This is still not addressing that I haven't been able to get Pep Solar to schedule a visit despite the 3 distinctly separate requests I've ************* to do so.

• Initial Complaint

  Date:09/08/2022

  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.

  Purchased in March 2017 for the amount of $34460.00. PEP Solar promised a 79% reduction in cost of electric energy. The solar system began to not produce the amount of electricity as when purchased, up until June 2022 our monthly electric bills were around ******, down from around ****** per month. Beginning July and August 2022 our monthly bills were ****** and ****** respectively, over 2 1/2 times the previous amounts. I have called PEP Solar multiple times over a period of around 5 months seeking to find a solution to the problem. I have talked with the owner *********************, ****, and Rich a salesman, they immediately started making excuses for the low electrical production and very high bills. At first they would answer the phone, but then continued up to present to let the answering service pick up the call of which I left repeated messages...with no reply. At first they blamed partial shade on one panel, but then did a check on all panels which they said were working properly. After that no solutions offered. My electric bills previous to the solar installation never went above ****** per month in the summer at peak usage. I can't afford the present electric bills and there is something definitely wrong with the system. I now wish I had never done business with this company. I need assistance to rectify this expensive problem.

  

  Business Response

  Date: 09/09/2022

  PEP Solar understands when a customer has concerns for their electric bills especially when inflation is as high as it has been.  We are sensitive to these conversations, and we feel for our customers who are having issues.  We have been and were available to the customer ever step of the way and demonstrated his system was fully operational and producing more power than the year before.  When we requested a copy of the customers electric bill, he decided to hang up on us rather than providing any data we could research to see where the disconnect was occurring.  After several attempts the customer finally provided a copy of their electric usage and it was clear the customer was using about 60% more power than the previous year.  For example last year August 2021 the customer consumed **** kWh verses August ********* kWh demonstrating the high bills are due to high usage and not because of a failure of the solar production.  The comments about our company and the solar system are unfounded at best and the statements about the system being shaded never happened.  For example,if the system was shaded, why now would there be an issue or why not an issue from day one?  PEP Solar has been installing Solar PV for over **************************************************************** lack of is patently wrong and misguided.  PEP Solar does a great deal of research to make sure the design created matches the customers desired off set.  PEP Solar never provides a guarantee of savings and only a MFG guarantee of production.  PEP Solar stand behind its experience, its reputation, its people, its products, and customer service and we continue to do so.