Complaints
Customer Complaints Summary
- 2 total complaints in the last 3 years.
- 0 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:11/03/2023
Type: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.
The company installs solar in my house and fails to provide me with monitoring access. The person I am dealing with the company keeps promising me to provide me with access. But this promise never materialize. I need help in in having them comply with our agreement.
Business Response
Date: 12/12/2023
Hello,
We cannot find the file with the name and without the address. We request the customer's full information reflecting the person on the contract so we can respond properly.
Thank you.
Customer Answer
Date: 12/20/2023
Complaint: 20821836
I am rejecting this response because the company installed my solar in my house and the contact person in their company is *********************** i've been in contact with him from the start prior to the install i have all the communication in regards to this matter that a monitoring access to my solar will be provided and until now its almost two years and this has not materialized. i have the receipt of the payments that's paid to the company and text messages in between me and *********************** that a monitoring access to my solar panel will be supplied.
Sincerely,
***************************Business Response
Date: 01/04/2024
We have found a file from 2021, prior to getting digitalize, hence the delay. We will contact the customer at ************ on 01/05/24.Customer Answer
Date: 01/11/2024
Complaint: 20821836
I am rejecting this response because: Elite Home Remodelling representative named ******** reached out to me last Friday, January 5th. That a technician from Southwest Solar will come in my residence on Tuesday, January 10 at 9am to check my solar system. So the technician came named ****** from Southwest Solar and diagnose that one part thats monitoring my solar panel is defective and 4 out of 6 solar panels is also defective and needs to be replace. One part been replaced but 4 solar panel is still needs to be replaced. He said he will write a report and will inform Elite Home remodelling of his findings. I texted ******** and he called and informed him on the outcome of the test. He told me told that he will talk to the technician and will replace the 4 Solar panels thats defective. Till then haven't heard back from the company. Maybe I should wait till next week if they will come to replace the 4 defective Solar panels in *******.
Sincerely
***************************Business Response
Date: 01/11/2024
EHR will provide a replacement of the panels, free of charge if they were found defective. ******* will stay in touch until everything is fixed.Customer Answer
Date: 01/16/2024
Complaint: 20821836
I am rejecting this response because: The technicians AJ and Salvador from Southwest solar came yesterday January 15, and replaced the defective optimizers. I asked them that after replacing the defective part that they show me that my solar setup is working and ******** said yes sure. But they did not do that, they do not have time.Monitoring access to my solar panel is still unresolved. The company has to send me a link for an invite so that I can create my profile and get access to my solar panel and check production of my solar panel as well. At this time this matter is still unresolved. I informed ******** of EHR of the work status that the technicians did yesterday as well
I hope this matter could be addressed soon and provide me my monitoring access to my solar panel setup.
Sincerely,
***************************
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.