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:02/19/2025

  Type:Order 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.

  Due to my lack of knowledge of solar systems, I was talked into signing a rip-off contract with Icon Power as the installer, by their partner Bulldog Solar, for a 6.48Kw solar system having 16 JA Solar JAM54S31-405/MR panels, a Tesla 7.6Kw inverter, and 10-year warranties (industry standard is 25-year), for $25,625 ($3.95/watt while the market average in ***** is only about $2/watt). Days later, when I learned from an acquaintance the system wouldn't be enough to power my ***** sqft house and was too overpriced, I started checking that, and it turned out they really tried to charge me an arm and a leg for a system with low capacity and cheaper equipment. I started negotiating then, and their final proposal was a 8.1Kw system with 20 JA Solar JAM54S31-405/MR panels, Enphase micro inverters, and same warranties, for $24,118 ($2.98/watt), which was still too much higher than quotes I got from others for comparison. The last straw came when a local company said my current power retailer, ***********, didn't have a plan that credits extra solar power produced, and with my usage pattern, I would not get much benefit, as I would have to pull the power from the grid at nighttime when the system cannot produce power, while extra amount produced during daytime might be completely lost, so I would have to add a battery which would cost more than $10,000. I then relayed all that to them and they confirmed it was true that in my case a solar system might not help much without a battery. I completely lost my trust in them as I felt they intentionally did not try to give a proper consultation, so that they would be able to sell me an overpriced system that may not serve its purpose. I decided to cancel the project and was billed a $2,000 cancellation fee for nothing

• Initial Complaint

  Date:11/12/2024

  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.

  I signed the agreement for solar back in February - they still haven't completed the installation. It's excuse after excuse - they simply say they will send someone out "shortly" every time and never do. I've been paying for months now and still don't have working solar. They never answer or give a clear reason as to what the hold up is.

  

  Business Response

  Date: 11/15/2024

  Hey ******* this has definitely been a frustrating process and we apologize that it hasn't met your expectations. We were working with another company in that area in ********** to help on some aspects of the job and they went out of business and it really caused a few delays. We have reached out and discussed the plan to get this one completed and the corrections have been submitted so it looks promising now.

• Initial Complaint

  Date:06/03/2024

  Type:Order 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.

  On 11Oct2023 I signed a purchase agreement with EnergyPal - ICONPOWER for installation of solar panels for solar power to reduce my electric bill. I was told by the Energy Advisor they would be completed before the new year 2024, for some reason they were not completed. After many phone calls and emails to the company representatives (reps) the solar panels were finally installed on 19Feb2024. I was told by a rep that it would take about a week or maybe two for the solar system to be complete and I would have solar power. I have been calling several different reps asking why my solar power has not been connected, they all give me a different excuse why they have not been connected. I sent them a check for $3,398.24 on 16Oct2023 to start the process of getting solar. I sent them a another check for $12,743.40 the day after the solar panels were installed (20Feb2024). As of today 21May2024 no action has been taken. I have been paying high electric bills. I am requesting $ ******** (if possible) to pay for my high electric bill and to hire another company to complete the job. Thank You Very Much

  Customer Answer

  Date: 06/04/2024

  IconPower--Phone #: ************  Address: *****************************************;

  EnergyPal--Phone #: ************  Address: ************************************

  

  Business Response

  Date: 06/06/2024

  Our office recently received your correspondence regarding the above mentioned consumers personal credit profile.
  
  Our records indicate that the disputed account does not appear on the consumers current Experian credit report.  A copy of the current Experian credit report is being mailed directly to the consumer for review.
  
  Thank you for allowing me to assist you. Please contact our office if you have any questions.
  
  Sincerely,
  
  ***********************
  Senior Regulatory Affairs Associate
  Experian Consumer Affairs

  

  Business Response

  Date: 06/13/2024

  Hi ***, we can definitely understand your frustration on this project and we don't blame you. This project has definitely had some unforeseen complications that caused delays. We do have a active plan in place to get this project completed and we've reached out to you today to give you an update as well as letting you know how we are helping out for some of the issues. We are committed to getting this job completed and are confident in the current path to do so. We will keep you posted with updates as we have them as well.

• Initial Complaint

  Date:12/14/2023

  Type:Order 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 reached put to Energypal to look into solar power for my home. I spoke with *************************, my salesman, explaining what I wanted and that I had no knowledge of what I needed. He sold me a system and we scheduled installation on Nov 21st. When the installers, Icon power, arrived they explained that what I wanted was not at all what I was getting and I should stop installation and rediscuss my needs with my salesman. At that time I decided to cancel services with Energy pal and Icon Power. I spoke to multiple representatives with both and at no time did anyone explain any costs incurred, or cancelation fees. Today, Dec 14th, I received an email from Icon Power, that I had a cancelation fee of $2000 for costs incurred. I still never received a breakdown of what costs were incurred or was informed of this until today. I was prepared to install on that day, and the installers advised me to cancel this contract with Energypal and reach out to Icon Power for a better deal. I followed the advice and canceled with energy pal and reached out to Icon Power sales and they mischeduled one call and then completely missed the next sales call, forcing me to try and find another company.

• Initial Complaint

  Date:09/18/2023

  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.

  We met with the *** solar sales agent (***************) at a home show in *******. We explained what we needed and was given an idea of what our solar would cost. Not an official estimate. We then spoke with **** on the phone and asked many questions. We were told that he was giving us enough panels to cover our entire electricity bill. We asked many times if he was sure that we had enough panels, and he assured us that it was and if anyone tells us other wise, they were trying to upsale us. We depended on him to know what he was doing. ( at the time I had enough money on hand to pay for more panels if it was needed) We met with *************** in our home, and was assured that we were getting what we were asking for. How ever we did not get what we asked for. Only to be told later, 3 months after installation it would take another $10,000 to bring it up to do what we asked for in the first place. Well the money was available at the time of purchase but not any longer. This is a clear case of bate and switch. We have contacted an attorney and was informed that we have a good case. We have attempted to get this resolved however to no avail. *************** keeps telling us that the engineers are at fault and made the mistake. I do not believe him at all, **** is either a really good lier or is completely incompetent. Neither is good. We will give this company two more weeks to make this right, then we will consult with our attorney on legal steps.

  

  Business Response

  Date: 08/31/2023

  Thank you for sending this complaint over to **. ********* is committed to addressing our customer's complaints.  We value customer's feedback as an opportunity for our company to improve, furthermore ION Solar will review this complaint and will work towards a resolution with the customer. Unfortunately, the information that had been provided with this complaint has not allowed us to make contact to further investigate this matter. We would be happy to be able to try to assist is resolving this as soon as possible. If you would be able to update the contact information provided, that would be greatly appreciated.

  

  Business Response

  Date: 09/26/2023

  Hi *****, we appreciate your feedback and regret that you feel your expectations haven't been met. After reviewing your account and your utility bills you sent to us in June 2023, we show that your system is producing what it should produce. We compared your production of the system to the proposal we created when you signed the contract which shows that your system is actually producing more than what we proposed. The utility bills show that you are using more energy which could have an impact on the amount of your utility bill. From April through Aug, we show that the system has produced ***** kWhs vs the estimated amount of ***** kWhs for that same period in the proposal. So that part is great!
  
  Of course, selling you more panels at the beginning would be great for us. But we also want to do what's best for the customer, and in this case, oversizing the system would have been too aggressive in the rep's ******** so he suggested to be more conservative to start as we can always add more panels later. We didn't know you wouldn't have the money a few months later. We also understand that a couple of weeks before the system was installed, you had to remove the existing system that APS had installed. Again, we weren't sure of the full effect of this system and waiting to see what your consumption would look like first was the more conservative and prudent route to go. If we were too aggressive and produced too much power, you could say that we tried to take advantage of you and that's not something we want to do. We show that the system has only been on for 6 months, so we still suggest waiting for at least a year to see how your system is working. But if you would still like to pay extra to have more panels installed now, then we are happy to do that. Is that what you're requesting? Please reach out to the sales rep or our customer service department if you'd like to get that process started. 

• Initial Complaint

  Date:08/23/2023

  Type:Order 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.

  We purchased a Solar system along with a Tesla Powerwall form Icon Power back in March 2023. At the time of the initial sales presentation we were promised several things. One that we would produce 8kwh or power and also we would have an app that we could monitor each individual solar panel. The system finally got installed after SRP initially had failed it twice beforehand. Currently, we are not producing the 8kwh or power or coming close to that amount of power, along with that we were told that there is no app that would monitor each individual panel as originally sold to us. Come to find out Icon Power changed the system that they installed without our knowledge or consent, along with that they are now saying that the reason we are not producing 8 kWh or power is that there is a 1 kWh loss of power during the conversion. However, we are only averaging 6kwh or power instead of 7 kWh of power with the loss of 1 kWh. In June we spoke with the branch manager requesting a copy of what was submitted to the city for their review, along with a copy of all invoices and still have not received it. In August I received the uodated copies of the purchase agreement. However, those documents were NOT signed by myself and in fact my signature was forged. This is a clear case of fraud and forgery and is illegal. At this time we expect a executive of Icon Power to be contacting us and to work out some kind of agreement before this gets escalated even more.

  

  Business Response

  Date: 09/07/2023

  We understand that you wanted the Tesla Powerwall+, but we are not able to install an Enphase inverter with the Tesla Powerwall+. Enphase inverters are the ones that you would be able to see the individual panel production. The sales representative communicated that we needed to change to a Tesla inverter if you wanted the Tesla Powerwall+. Unfortunately, with ****** app their monitoring does not have the capability to be able to monitor the individual panels production.
  
  We show in our records that you have spoke with a Branch Manager about the production of your system. Your system is an 8 kW system but the actual production from the system will vary by day and month depending on the weather and amount of daylight hours.

  Our Branch Manager has been in contact with you to discuss and resolve these issues and we're hoping to have it all done asap.

  Customer Answer

  Date: 09/08/2023

  Although icon Power has made some attempts to remedy the on going issues we still are not satisfied with the results. They can not find the root of the issue of why we are not producing power and keep stringing us along with no expected date of completion.  They continue to to follow up with us when we request to be contacted and we need to initiate contact every time in order to get any sort of response.   They have admitted that an admin assistant had forged the update purchase agreement without our consent or acknowledgement and will not honor the original purchase agreement or contract that both parties agreed to.  

  

  Business Response

  Date: 10/31/2023

  We have been in constant contact with the customer to resolve issues with the Tesla equipment. ***** will be reviewing on their end as well, but everything looked good on our last visit and it should be working as expected now.

• Initial Complaint

  Date:08/17/2023

  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.

  August 5, 2022 signed a contract with icon power for solar. On August 8th, gave a deposit of $2370. Invoice #*****. Waited, and waited. Someone came out and measured the property, as we were installing on the ground. The stakes were in the wrong area. (We were not living here yet). Again waited. We were told it was sitting on a desk for approval. By January 2023 we cancelled the order. Nothing had been done. We were told some of the deposit would be returned. Could be charged **** to ****. Understood the engineering plans and permits would be paid for by us. We've called several times and got a call back this am, Aug 17th. Now they are saying there was a $2000 cancellation fee ( there was not), and any product ordered. This has gone on long enough. I want a refund on my unused deposit from Icon power, and if charging me for materials, I want those. I waited 5 months for solar, I'm tired of waiting for my deposit back.

  

  Business Response

  Date: 08/23/2023

  We regret to hear of your cancellation. We show in our records that we completed the design in early August but we did not receive a definite approval for the design because there were some changes that were made. We show that there were some changes of the panel size and location of ground mounts which resulted in us having to change the contract and pricing which also delayed the project and our ability to submit the permit and utility application right away. However, I do show in our records that the sales representative was providing updates of the progression of the project. 
  
  As it states in our contract if the customer cancels after the third business day after the date of the transaction, then the customer would be responsible for costs already incurred by 
  Icon Power from preparing your system to be installed (design, permit, admin, etc.). Here, there was a significant amount of work and time put into this job before cancelation and likely above what your deposit was for, which is why there was no refund. But in the spirit of cooperation, we are willing to refund the difference of the deposit above $2,000, which would be a $370 refund to you. Please call customer service to get this squared away.

  Customer Answer

  Date: 08/23/2023

  First of all the deposit was $2370.00. We were at one point told the cost of the steel had gone up so the contract had to be modified. The location of the ground mounts had not changed. The representative marked the wrong location. We did not change it on our end. The hold up was to get engineer approval for a couple of months sat on someone's desk. 

  I would like a breakdown on your expenditure, what my deposit was used for and to whom. We were told we would have to pay for permits and engineering plans if we cancelled. Did not hear anything by January 2023. 5 months. I called several times to find out what was happening. I have text messages stating that. 

  This needs to be resolved in a fair and just way.

  Regards,

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

  

  Business Response

  Date: 08/31/2023

  Thank you for your response. We do apologize for the confusion and frustration this has caused. We show in our records that your sales representative did inform you when you had spoken with him in December that if you wanted to cancel there would be a cancelation fee of $2,000. However, you came back and said to move forward with the project and then finally cancelled in January. 
  
  We can provide you a cancellation invoice and will email it to you. We also will send you check of $370 which is the difference of the cancellation fee and the deposit you paid. Please reach out to our customer service to get this squared away.
  

  Customer Answer

  Date: 09/13/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and even though I am not happy with their response, unfortunately we were told different amounts by different people and I would not recommend icon power to anyone. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  Date:08/07/2023

  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.

  Like most reports say make sure you get everything in writing from the salesman I've been lied to 4 times by this company lie 1 was that I would have real time data through the app which I don't. lie 2 was they told me they would put protection to keep the birds off the panels which they didn't do and lie 3 they said if my panels lost contact with the server they would know before I would and they would contact me to send out a technician if needed which I was off the server for a week and I'm the one that figured it out they did not. My solar was down for a month which they finally fix but now not only am I paying for the panels but I am also paying for the high electric bill.Lie four is they told me my roof would be covered for the life of my loan no mater what kind of damage was done roof needs repair after a wind storm and not only are they not covering the cost like they said they would but now there sayimg they will charge me $125 per panel for removal.

  

  Business Response

  Date: 08/15/2023

  Hi ****, appreciate your feedback and regret that your expectations weren't met. I do feel like it's unfair to call ** liars here and feel like there is some misunderstanding. Regarding the app, your production will be updated every hour or two. The one or two hour delay really shouldn't cause any material issues though. We apologize if the sales rep thought it was real time. We can definitely install pest abatement netting around the panels and it looks like that was included in your agreement. Not sure how it got missed (although a sub does do this work for us in some areas so it might have gotten missed). We will reach out to get that scheduled. Regarding the lost production notification, unfortunately, the vast majority of production outage notifications are just from someone's wifi going out temporarily or losing connection for a short period. It's unrealistic to follow up on every one of those so we do rely on customers to track their production too. If it is out for an unreasonable period we will likely catch it too and reach out to help troubleshoot. Regarding the roof, it would be a massive liability to warrant everyone's roof as we had nothing to do with the original roof install and can't warrant the workmanship, the length of time, and materials used as it does not relate to us. I'm sure you can understand how that is not possible. That removal charge is also less than 50% of the market rate so we did offer a steep discount for you here. We definitely do warrant the penetrations we make as well as our workmanship on the roof and the equipment installed.

  Customer Answer

  Date: 08/15/2023

  The salesman represents your company so any lies/misunderstandings as you put it ultimately falls back onto the company and as for the roof you guys sent out a person to inspect the roof to see if it was in good condition and suitable for the solar panels and I find it extremely hard to believe that if it was in good condition at the time of the installation of the panels that I would need to replace the roof already.

  

  Business Response

  Date: 08/23/2023

  Hi ****, yes, we do make sure the roof is suitable to have solar installed on it, but that does not guarantee the full condition of the entire roof. We can work with you on the removal costs but it is not something that we can provide for free. Please call customer service to discuss. 

• Initial Complaint

  Date:07/10/2023

  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.

  This company is self protecting with no means to truly care for or about the customer please get all guarantees from your sales agent in writing because you will be misled or there will be a misunderstanding the word of company reps arent upheld on their end or by those who have the ability to hold them accountable I have been told many non truths covered as misunderstandings and miscommunications about payment dates incentives and large portions of the overall process only to have investigative parties cover down for others the product is fine but the people involved with it minus the installation and inspection teams arent for much more than checking boxes and getting the pay be cautious when accepting these products and services frankly my army recruiter was more honest

  

  Business Response

  Date: 07/17/2023

  Appreciate the feedback, Devante. After speaking with you, we can understand your perspective and from what we gathered it sounded like you understood our perspective as well. We are actively working with you to resolve this issue and are confident that we will be able to mutually agree on a resolution. We were also glad to hear your feedback about the product working as expected and that you were pleased with the quality of the install. Looking forward to resolving this issue and providing good service going forward as well.

• Initial Complaint

  Date:05/25/2023

  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.

  Solar Project at residence ongoing for almost a year uncompleted. They have abandoned the project unfinished and also owe covers for the batteries they damaged during install. They have by far some of the worst communication with myself or their own employees. People would just show up stating things that were never discussed with me the owner like I approved it. The current problem unfixed is we have a connection issue with 2 batteries to the system. this is after the company said it would be no problem and had a designers and site survey done and came by and built the system. We originally wanted everything off the home and on a **Frame and platform for the batteries. Icon stated that having the batteries on the garage would be no issue. even thought they are about 100 feet away from the planned **Frame housing inverter and electronics for solar they need to connect to. As I am not an engineer and they had someone site survey and design the system I trusted they were correct. BUT now we have connection issues from our batteries to the main panels and they only update every 6 hours due to this lack of connection. Icon now wants to add Wifi routers and cables to interior of the home to correct this issue. But as we originally stated we wanted all Wifi and Inverters off the home for health reasons (the reason for the **Frame and platform). Again they said they would not need anything in the interior of the home after building the system. This does not include the damaged battery covers they did while they were working on the system which was reported in Nov 2022. They have given me a Enphase Bluetooth dongle that they have never even tried to install. This is to connect the batteries (without wifi) after the owner of Enphase (battery manufacturer) came by my home last year and said that all we needed. I have tried multiple times to have them come out to finish the ** install, or give me the new covers they damaged. They will never follow through. Poor Company BEWARE

  

  Business Response

  Date: 06/05/2023

  Providing an update here that we have been in communication with the customer and are actively working to resolve any remaining issues. This has certainly been a more unique project that does add some complexities, but we could have done better as well and will continue to work on this to get these issues resolved.