ComplaintsforPE Solar

• Initial Complaint

  09/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have been trying to get the company to come out and repair our solar panels since March of this year. They have sent people out twice to diagnose the problem, (charging mobilization fees every time someone has to come out). We have diagnosed, twice now, that there is a problem and the solar panels need to be repaired. They are not connected properly. Which we told them before they sent anyone out here to diagnose. We also tried to tell them that several years ago and they sent us reports, (that they generated themselves) telling us that they were working correctly and they refused to send anyone out back then. Anyway, they finally sent someone, we all agree that there is a problem. Now, they will not send someone to repair the panels. No one will return our calls or emails. The last we heard was that they were working on it. They do not retain employees long enough for us to get through the problem with the same representative. By the time that we finally talked to someone and he had actually said that he would do something then we find out that he no longer works there and we have to deal with someone new who will not return our emails or calls. Which has been our standard experience with this company (as well as PE Solar) since we purchased the solar panels in 2018. We need the panels repaired so they actually work and we need the company to communicate with us and do their jobs. Please! I have over six months of emails where they continued to mess around with diagnosing an already identified problem. Then the last several months of emails where we begged for correspondence and were ignored. We have been polite and patient. This is unprofessional and ridiculous.

  

  Business response

  10/03/2024

  We had an unfortunate and unexpected staffing transition this summer, which regrettably delayed our follow-up with Ms. ******* after our most recent communication with her on 8/28. We have added the ******* residence to our schedule for 10/9 and called today to confirm. We are very sorry for the delayed response and the staffing challenges that have negatively impacted Ms. ********* experience. The system issues reported, and the fees noted in the complaint result from a panel removal and reinstallation procedure conducted by a third party, which voided her warranty with PE Solar. 

  Customer response

  10/04/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that although the facts are fictional and not accurate this resolution would be satisfactory to me.  The third party found that the panels were not connected before they did any work or touched the panels at all. The last company to touch those panels was PE Solar and I told you at that time that they were not performing and you needed to come back out. You told me that according to your reports they were producing fine and there was not a problem. However, at this point I just want the things fixed.

  we have requested a phone call to confirm the details of the change order that was sent over for us to sign. We were told that we would get a call from someone and still have not received any communication. I want that phone call and clarification both verbally and in writing. Not just a back dated change order from July.

  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* *******
  
   

  
  

• Initial Complaint

  09/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In February 2021 we met with a PE Solar representative and we were told that our electric bill would be around $50 a month as long as we did not add many electric items to the home. We have not added any items. Our electric bill has never been lower than $300 since we activated the solar system and in the last few hot months, our bill has been $600+. I have contacted PE Solar many times and they say everything is working as it should. They also suggested I change my APS plan I did and our electric bill increased. The last time I spoke with a representative I asked if we needed more panels and I was told we have no room on the roof.

  

  Business response

  09/29/2023

  Hello ******, 

  
  

  Thank you for reaching out.  We have worked with this customer extensively to handle their inquiries.  They are unwilling to accept our factual responses and proof based claims that their system is working just fine. Here are the internal notes from several points of communication we have had with the customer:   As you will see our commitment to customer service is extensive and we have tried very hard to illustrate to this customer their system is working fine and their bills are related to their usage and rate plan.  I have also attached an official response below (attached).  Thank you for the opportunity to respond.   

  
  

  Hi ****,

  
  

  I did a savings analysis 11/11/22.  You had indicated CU was on the wrong *** plan.  The summary of the analysis:L

  
  

  1. Average monthly *** bill was $300.76 per month, which is about the same average bill beforesolar.  Without solar, the average *** bill would have been $513.44 per month.  This calculates to an average monthly savings of $212.68.  Expected average monthly savings was estimated to be $209.43 per month after factoring in ***'s cost increase, so meeting your expected savings in compliance with your solar agreement.
  2. Due to a combination of cost drivers, average *** bills are very high, and based on the rate plan, the change in energy environment, higher energy consumption and higher *** cost, average bills are right about where they would be expected.
  3. Solar panels  produced ****** kwh of solar energy over the last 12 months, were quoted to produce ****** kwh of solar energy per year.  Exceeding quoted annual solar production by 14.61%.  Solar production is in compliance with solar agreement.
  4. Panels are producing solar energy in the Green ******* all months since panels were activated.
  5. Increased Energy Consumption - Before solar, CU used an estimated ****** kwh of energy for the year based on average monthly pre-solar bill of $300.  Over the last year used a net total of ****** kwh of energy,   This calculates to an increase of ****% over what was consumed before solar  .
  6. Increased *** Energy Cost - The average cost per kwh from *** increased about 11% from the average cost per kwh before solar to account for high inflation and higher fuel costs. This also contributes to a higher than expected *** bill.
  7. Increased On-Peak *** Energy Use - Before solar, *****% of the energy used from *** was the more expensive on-peak usage.  After solar, *****% of the energy was from *** on-peak usage - This is a ****% increase in on-peak energy use and this contributes to higher *** bills.
  8. Increased Peak Demand - Before solar, Peak Demand use averaged **** kW per month..  After solar, CU switched over to a Demand rate plan, and Peak Demand averaged 9.8 kW per month, a *****% increase in peak demand which also contributes to higher *** bills.
  9. On the wrong *** Rate Plan - Per my Manager, demand is too high for the *** rate plan. During the sales phase CU was provided with a user manual which informed them of what to expect and what to do next.  CU was directed directed to switch to the Saver's Choice Plan.  For the last 12 months CU has been on the Saver's Choice Plus, which has an additional charge for Peak Demand.   It's very hard to conduct a proper savings analysis for a demand plan that in some months offers zero solar savings due to spikes in Demand.  To lower bills, CU shou;d speak to APAS  about switching to Time of Use plan with NO DEMAND charge.
  10. The data shows that CU is using 66% more energy over the last 12 months.  In addition, Peak Demand and  On-Peak energy use have also increased.  It appears it is possible the amount of energy CU was using before solar and reported on Solar Package Worksheet was underestimated because of how high bills are currently and how much energy is being used.  

  Energy consumption, combined with  current rate plan are the primary reasons *** bills are so high.  Unfortunately energy use of ****** kwh per year is very high and *** bills will also be high.  This is illustrated by current average *** bill of $300.  Bills would be over $500 per month if CU did not have solar, so CU is saving over $200 per month.   System is exceeding the solar energy production that we quoted, and CU is meeting average monthly savings, so no action is required from PE Solar at this time.  CU can expect *** bills will remain high in their current energy environment.   To lower bills, CU should discuss with ***, changing to a Time of Use plan with NO DEMAND charge.

  
  

  Also, I copied some of the notes that *** seem significant from OMNI below.  Seems things were OK for the most part except for CU bills being so high and not wanting to hear that his system was OK.  We left some tie wraps on the ground after MPU that *** have clogged their first pool pump, failed an inspection, and some other glitches.  I think it was mainly high bills, and the Jul/Aug Bills this summer werfe so high for most customers it must have been the final straw.  They have a big system, and they use a lot of energy.  Let me know if you need anything else.

  
  

  STRATEGIC ONMI NOTES

  
  

  5/1/2023 *************************** - Mrs wants to speak with someone regarding number of panels. Cu still has a high bill wants to know they need to add. Sent email to *********
  

  
  

  **** SENT SAVINGS ANALYSIS (SEE BOTTOM OF EMAIL) ON 11/11/22

  
  

  10/12/2022 ***************************** -
  

  CU responded that he scheduled the CC because he thought that my email reply to his cancellation request was the initial CC Docs email since that's the thread he replied to about cancelling. Clarified, and resent initial reply with addtl info.
  CU: I sent an email asking how to proceed with a cancellation of the unit. We are not saving but ?50 on our electric bill. And the email I got back was to set an appointment to go over all the papers. So I figured I could talk to somebody on the call.
  ME: I'll refoward my email reply, that was the original email you responded to to ask me about the cancellation, my reply should be below the initial email but it will vary depending on the email program you're using.
  
  *****************************
  10:36 AM (5 minutes ago)
  to ******
  Hi ******,
  Here is the reply to your cancellation email that got buried below the initial email in the thread. Just to give further info, the reason why I responded with this option as a potential way to move forward is because there would be costs associated with removing your panels per your contract agreement and this will be a more cost-effective way to start for you before we just start charging removal fees.
  
  Hi ******,
  I completely understand that frustration!! I hope I can help ease the frustration a little. Now that your system has been turned on for a full year, we can do an detailed savings review to verify the systems savings despite the system producing the right amount of energy like you mentioned, we still want to verify the bills too. It looks like we got your *** account info at the beginning of your solar project, so with your permission, we'd be more than happy to pull your utility bills to do that savings analysis for you.
  

  
  

  10/7/2022 ***************************** -
  

  ****** emailed wanting us to remove his panels because he's unhappy with his system. Says we've done bill reviews and his system is producing right but he's not seeing savings so I replied offering to do a Savings Analysis now that it's been activated a year
  ***************************
  Oct 6, 2022, 7:19 PM (14 hours ago)
  to me
  
  Hi ******
  I am not sure who to contact ***be you can forward this for me to the correct person. We are incredibly disappointed with the solar system. We were told how we would save money monthly and that our electric bill would be very low. We *** save $50 every month on the electric bill with the total being in the 3 to 4 hundreds. My wife has reached out to many people for assistance over the past year and everyone states that the system is working correctly. Since we are not saving money we would like to CANCEL our system immediately. Let us know how we can proceed.
  Thank you
  ***************************
  
  *****************************
  11:49 AM (0 minutes ago)
  to ******
  Hi ******,
  I completely understand that frustration!! I hope I can help ease the frustration a little. Now that your system has been turned on for a full year, we can do an detailed savings review to verify the systems savings despite the system producing the right amount of energy like you mentioned, we still want to verify the bills too. It looks like we got your *** account info at the beginning of your solar project, so with your permission, we'd be more than happy to pull your utility bills to do that savings analysis for you.
  

  
  

  1/24/2022 ***************************** -
  

  Attachments
  10:33 AM (0 minutes ago)
  to ******
  Hello,
  Here is the bill comparison for the bills you sent me. Your usage has gone down in comparison to the bill for the previous year. So, the easiest way to explain it is: let's say your system is on your roof and producing. It's supposed to produce 10 kWh for the day and it does. During that time, you use 5kWh, and then later it goes into a night mode when the sun goes down. You will then start using power from the utility company. Another example is, let's say you produce 10 kWh but you used 15kWh (the extra 5 that you pulled comes from your utility company). Either way, when the sun goes down or if you use more energy than what you produce, you start to pull from the utility company. Another thing you have to remember is *** has on and off-peak times, this means there are certain times of the day that they charge more when you're using power. I checked the system's production from October to today and the system is producing as it should. I'm going to attach some documents to this email to explain how to check the system's production and how to read your bill. PE Solar does not monitor any system so if the system stops producing or reporting to the monitoring site please let us know so that we can send a technician out there to service the issue. I'm also adding directions on how to monitor the system and a sample bill that will explain how to read the bills. Please let me know if you have any questions.
  
  12/4-1/6/21 12/6-1/6/22
  867kWh is what the system produced
  -296kWh is what the system sent back to the grid
  =571kWh is what you used from the solar system
  +1,872kWh is what you used from the *** grid
  3,164kWh is your total usage =2,443kwh is the total usage for this period.
  image.png
  3 Attachment
  

  
  

  1/12/2022 - ******************************* *********** is helping me with the bill breakdown.

  ***************************
  Attachments
  Wed, Jan 12, 4:54 PM (17 hours ago)
  to me
  Hi *******
  Thank you for your assistance today. I have attached our last *** bill. I look forward to hearing about what you see and if there can be any improvments.
  Thank you
  ***************************
  **********
  Thank You
  ***************************
  ******************************* <********************************************************>
  Attachments
  2:01 PM (0 minutes ago)
  to marijo218
  Hello,
  This is ******* from the PE Solar ******************* I have attached some documents that better explain how to check your monitoring and compare this to the production graph so that you can see how your system is producing. If you still have any questions, please feel free to reach out to us at **********************************. Thank you and have a great day!
  

  
  

  1/12/2022 - ****************** called in and needed help logging into her Enphase. Walked her through it. She had questions on her bill, let her know that she was in the green zone for the month of Jan and Dec. I will send her how to check prod and she will email back her bill so that she can get more info on why her bill is so high.

  
  

  7/1/2021 - *****************************:
  

  Fwd: *************************** - 200A UG MPU W/ 50A
  Inbox *****************************
  11:22 AM (1 hour ago)
  to me

  can you save these notes in the customers account
  
  ---------- Forwarded message ---------
  From: ************************* <****************************>
  Date: Thu, Jul 1, 2021 at 11:20 AM
  Subject: *************************** - 200A UG MPU W/ 50A
  To: ***************************** <********************************************************>
  FYI this was a call from one of your customers. I believe they contacted us directly. Just wanted to update you on the findings.
  Notes from electrician...
  Service Call
  Made contact with homeowner , they let me know that the breakers have not tripped from them resting them the last time . The pool pumps have been replaced with new ones that are now controlled speed . That is when the pool breaker tripped, the pool pumps now run daily and have not had any issues. The bed room breaker is a af breaker it has not given them any issues from being reset , I explained to homeowner that any brush motor will cause this . I also explained that these breakers are a sensitive breaker to any spark , that could be caused by a brush motor or even plugging in any cord and making that first Initial connection. I checked all breakers and neutral, ground for tight and good connection , checked all breakers for voltage all checked out to be in good working conditions.
  ***************************** I VP of Operations
  

  
  

  6/9/2021 ***************************** - Completed CC with ******. CU understands we do not monitor and to send tax credit to Mosaic. **** the salesperson said that once the system is turned on they'll be getting a $700 check to cover the first few months of the loan to offset the higher *** bills due to summer months. ******* confirmed check will come from CRP, told CU and she's going to FU with **** in an email. Changed Enphase email to ******'s email and she accessed monitoring during call. She wanted it on her email because ****** won't look at it much. CU was confused about the tax credit being sent to the loan when it was discussed during the sale of the system so we went into more detail on the call and she understands fully now.
  

  
  

  6/1/2021 ************************* - The city inspector failed the inspection on 5/18 because the plans were missing, but he did give us the clearance for ***, and he sent the clearance for ***. That is why their meter was swapped, and we have PTO.
  

  
  

  6/1/2021 ************************* - I called the cu and walked them through activation. We also scheduled the cc for 6/3 at 3 pm.
  

  
  

  6/1/2021 ************************* - Txt from Cu on Sat 5/29: I don't know if you'll receive this due to the holiday weekend but whenever you do just give us a ******. *** left a note saying congratulations on the insulation of your new solar you *** now operate your system.

  Txt to Cu:  Hi,  Yes, you guys can now activate the system. Please send me a text once you get home to walk you through activation and explain to you a little bit of what's going on.  Thank you

  
  

  5/20/2021 ************************* - Txt to Cu:  Hi,  We failed the final inspection. I am trying to get with our team and find the plans.
  I will reach out to you once I do.
  

  
  

  5/11/2021 ************************* - I emailed ****** to change the tie-in date for this cu because she doesn't want ***** back at her house. So we will need to send someone else.
  

  
  

  05/27/2021 - ******************* - I text cu: Hi, this is Manda with PE Solar. How did things go with the panel upgrade yesterday? I messaged our scheduler to let me know when we can come back to tie the new panel into the solar. I will let you know.

  
  Cu: Yesterday went really well much smoother than I could have imagined. Just let me know when your schedule can come thank you.

  
  

  04/29/21 ************************* - ****** called me and said that everyone at our company has been wonderful. She just asked that for the **** we didn't send back the same crew that installed her solar panels. There was trash everywhere. Tiles in her neighbor's yard. Zip ties all over her yard. Plastic on her pool and ruined her pump. I explained that it would be a different crew and would definitely talk to someone else about it.

  She asked me to get her a quote for the barrier.

  
  

  02/03/21 - Intro call *******

  I went over numbers and she said the numbers are right but she thinks the numbers are wrong and she talked to the utility company and they told her the previous owner's average bill was $366.70. I told her I'd reach out to the energy consultant and ask that he contact her.

  
  

  02/2/21 *************************** - Called MRS for SS 2/3 **** and she said ok- confirmed. Then she wanted to let me know that her nests were put in yesterday but they were installed wrong so she had to call Nest today to fix this, I said I would make the sales rep aware of this and she said everything is fine now but just for educational purposes.
  

  
  

  
  

  Customer response

  10/19/2023

  Hi
  
  This case has not been resolved.  Their response said that instead of a $300 our bill would be $513 a month without solar.  We are paying over $200 a month for solar plus over $300 to APS.  This summer the bills for APS were over $600 with paying for solar we paid over $800 a for the summer months. We were sold uson the fact that our bill could be as low as $50 a month with solar maybe even $150.
  
  It was misrepresented when sold to us.
  
  Thank you
  ***************************

  

  Business response

  10/20/2023

  
  Upon reviewing your complaint and the information provided, we understand your frustration regarding the increased energy costs you've experienced. You expressed that your monthly bill has not met your initial expectations and that your summer bills with APS have been considerably higher than anticipated.
  We would like to reiterate that our commitment to you has always been to deliver the promised products and services. However, it's important to clarify a few key points:
  Energy Usage: After the installation of the solar system, your energy consumption remains within your control. We cannot influence or manage your energy usage habits. It's essential to be mindful of your energy consumption to maximize the benefits of solar energy.
  Utility Rate Fluctuations: The costs associated with APS are subject to rate increases imposed by the utility company. These rate hikes are beyond our control, and we do not have the authority to modify or influence them.
  Realistic Expectations: Solar energy can significantly reduce your energy bills, but it may not eliminate them entirely, especially if your energy usage remains high. We understand that you were initially led to believe that your bills could be as low as $50 or even $150 per month. These estimates are based on certain assumptions, including energy consumption patterns and utility rates. However, individual usage can vary and impact the final billing amount.
  While we empathize with your concerns, it is important to emphasize that PE Solar is not at fault for the increased bills you've experienced. We are operating within the expected parameters of your solar system, and our commitment to you remains unwavering.
  
  Thank you for your understanding and for allowing us to address your concerns. We remain dedicated to delivering the best possible service to you.
  

  Customer response

  10/23/2023

  This message from PE solar is just a repeat of what we continually told. We definitely are not holding PE solar responsible for the increase that APS has issued. Our electric bill has been approximately $300 a month since we got solar. At the beginning we thought it was just cuz we needed to store energy for a while. The salesperson mentioned to us that we should be good even if we added an electric car (which we have not done) He just suggested not to get carried away with adding a lot more electric. We have not added anything electric to the home. 

  We are looking for a solutions from PE solar as I mentioned we've even asked if we could put more panels up and we're told our roof is full.

   

• Initial Complaint

  10/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased solar panels through PE Solar. The solar panels stopped working at the end of May 2022. I have been trying to get PE Solar to identify/fix the problem, but the company is mostly non-responsive to my emails and calls. They did send a tech to my house to inspect the system, then the tech replaced the inverter last month. The solar panels still do not work, and I can't get anyone at PE Solar to return my calls or emails to rectify the situation. It has been more than 4 months that my solar panels have not worked.

  

  Business response

  10/10/2022

  Hello BBB, 

   

  Thank you for this message.  Our records indicate *************** called in and spoke with our staff on multiple occasions last week.  In both communications the customer was shown their monitoring dashboard and app that confirmed the system is operational and working as intended.  This complaint is an unfair and inaccurate account of the interactions and the system performance.  Our customer support team is available from Monday - Friday 6am to 5PM and communication is all documented.  We are happy to further assist the customer if they have additional questions.   

• Initial Complaint

  02/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Pe Solar i have reached out many times since having the system. They have promised I would make a certain amount per year and I have yet to have reached that. Now they do not even respond to emails I send. When something goes wrong they blame it on us but the tech tells us there are updates to the system and they dont know why our system doesnt connect back. They are a very bad company to deal with.

  

  Business response

  02/03/2022

  Thank you for the opportunity to reply to this customer complaint.  

  We take our customer satisfaction very seriously.  We currently have over ****** happy customers and over ****** customer interactions annually, across 4 states.  We work tirelessly to manage our sales and operations staff to deliver honest and reliable service to our customers.  Our word and our reputation are deeply important part of our business ethos.     

  
  We are saddened to hear ******************* is unhappy with her experience and still having trouble understanding her purchase.  We take our commitments to our customer very seriously and stand 100% behind our products ability to deliver as promised.  

  
  Our extensive records show ******************* been continually communicated with showing documented email and phone conversation on 5/14/21, 6/29/21,7/26/21 and as of late 8/6/21.  Our customer service department is success and support driven with hours from 7AM-7PM Monday through Friday.   We are most certainly not screening the customer calls or emails and we 100% stand behind our products and their wonderful impact on our customer lives. 

  
  During our communication in June, our Solar analyst department completed an overview of the customer system, their bills, and the system function.  The finding were delivered in detail to the customer and the necessary actions we taken to insure the customers satisfaction.   We are continually happy to service our customers and open to further communication at the customers convenience.
  

  Its very unfortunate to all the hard-working members of our national team that the customer chose to disparage ********************** to the BBB.  Our phones and emails are in fact constantly monitored.   We are all here to provide a high level of service and satisfaction to our willing and communicative customers.    

• Initial Complaint

  01/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had to add more panels because of the miscalculations, another 24! The crew came out installed the panels and fixed, to code, the previous solar box. Since there was such a large addition of panels, they had to swap out an electrical converter. December 30th in the morning that was completed. The electrician and **************** was waiting for APS to come but schedule conflict, the three did NOT meet at my house. This means my solar is not turned on and I had an appointment for this on the 6th, which was moved to the 4th, in the morning. I have text, called, and all I am getting are excuses and not confirmed appointments. Its now the 11th and the sun is out and I am not getting any solar benefits from my $50k thats just a roof shade system!

  

  Business response

  01/12/2022

  Hello BBB,
  Thank you for the opportunity to reply to this customer complaint.   We take our customer satisfaction very seriously.  We currently have over ****** happy customer and work tirelessly to train our sales and operations staff to deliver honest and reliable service to our customers.  
  We are saddened to hear ************** is unhappy with his experience and still having trouble understanding his purchase and post solar bills.  We take our commitments to our customer for ********************** savings very seriously and stand 100% behind our products ability to deliver as promised.  
  Our records show ************** has been in constant communication with our staff.  We are awaiting currently the electricians to complete the new electrical panel upgrade as required by electric code.  Our staff and site crews have battled illness as many Arizonans are facing health challenges at the moment.  We are also sorry the Utility APS did not show up for their scheduled appointment.  This was out of our hands but we have requested for a new appointment to be scheduled.
  We will continue to work diligently to complete Mr. ****** project and he is welcome to reach out to his project manager at anytime for further clarification.  We will be happy to assist him to our best ability.

  Customer response

  01/12/2022

  This complaint has nothing to do with my solar bills or an understanding of how the process works. The incompetence and blaming a pandemic; for a job that is done outside in my front yard as to where I dont even need to be home! Its sad that PE Solar cant accept they dropped the ball and I am calling them out! I am happy for the 10K satisfied customers, I am not, hence contacting BBB after excuse and excuse and sending it to manager after manager! Making the pandemic as an excuseheres some operational advice: 1. Wear masks 2. Employees have proof of vaccine 3. Employees to customers, 6 feet away! My **** had nothing to do with it, once again, nothing! Its amusing how fast I did get an appointment from another electrician thru PE Solars project manager, after BBB contacted PE Solar! Its scheduled tomorrow, Jan 13th 2022 and I was notified today! Thank you BBB, now I hope I can finally turn ON my solar lever after weeks of being off!

  

  Business response

  01/13/2022

  Thank-you for your response.  We are following  CDC guidelines in relation to those exposed to Covid in our workforce.   While we appreciate your suggestions and feedback CDC guidelines prohibit us from your recommendations for exposed individuals.  Additionally our staff is 99% vaccinated, as we do promote this in our workforce for the safety of our customers.    We expect to have your project completed asap, Have a wonderful day. 

*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. ↩