ComplaintsforEmpower Solar, Inc.

• Initial Complaint

  08/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Contract signed 5/31/2023 and we still do not have PTO and they refuse to update despite countless emails and calls. There has been one issue after another. When they did the install they flew the fuse in the attic which resulted in an electrician expense. Then we had to have them replace the breaker and they wired it incorrectly and we lost power to half the home and had to demand a worker to come back out and fix their mistake. We failed two fire department inspections that they had to fix due to incorrect installation and one city inspection. February 8th of 2024 we were advised we would have PTO in 4-6 weeks since we finally passed the inspections. and here we are with no end in sight and no replies and it is now August 20th 2024. Six months from when we passed inspection. This is a literal nightmare.

  Business response

  08/23/2024

  Hello,

  We completely understand the homeowners concerns and frustrations and we spoke with them yesterday and have multiple times before. We did have to get forms resigned but all of the delays are due to utility issues with processing these new non export applications. We have 100s of customers dealing with the same utility enforced limbo and are working closely with CALSSA as well as enphase energy. All our provided timelines come directly from the utility. These are not set by Empower and sadly we have no control of them not being met. We will continue to work diligently to get this project approved. 

  Customer response

  08/23/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. Since filing the complaint there was forward progress made; still not fully resolved but a step in the right direction.

• Initial Complaint

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a ground mount solar system installed as an aggregated system. It was to include 5 meters. We are with SCE as the power company. The system was up and running on Sept 4th 2023. We received our first bill on Oct 4th 2023. They did not set it up as aggregated. Only 1 meter. I notified Empower in ****** on 10/16/23. Spoke with ******* on October 17 & 20th& 24th & also on 10/25/23 & many other times in October. I continued to talk w them through Nov, Dec, Jan, and every month since. I have been assured that paperwork was submitted to Southern Ca ****** and they were waiting. On 2/19/24 I was copied from a submission to ****** (*** Aggregation). ****** was asking for correction on information submitted with a 10 day window to correct it. However they did nothing. The problem was they submitted a new application instead of a program change request. More phone calls followed. I have spoken to SCE *** people. The *** people only let you leave a voice mail and they say it will be returned in 1-3 days. They are forthcoming with information but they cant do the submission. It must be submitted by the solar company. Since the February submission that was cancelled because Empower did not correct it within the 10 day window there have been no submissions. I last spoke to ********************* at Empower on 5/29/24. I am always assured that its in the works. I am currently wailing for a call from SCE *** who I also called on 5/29/24 At this point I think that Empower is just giving me lip service. 10 months have passed since I received my first SCE bill and saw that I was only having 1 meter credited. Ive paid over $5,000 dollars so far on power bills. How do I get them to do their jobs?

  Business response

  06/06/2024

  We are currently working with utility to get everything approved. We have reach out to the utility multiple times for an update and we have not received a response back. We are diligently working on this account to obtain the needed approval and will continue to do so until approval. Right now we are dependent on the utility company to respond.

  Customer response

  06/06/2024

   I am rejecting this response because:
  
  Since I filed the complaint I received a call back from SCE NEM (the Southern California **************** that deals specifically with the application for all Net Metering on their utilities. I was informed on the call that I received  Friday May 31 2:20 pm that nothing had been submitted to them in regards changing our SCE agreement to an aggregated system. There has been no updated paperwork submitted or contact between Empower and SCE since February.
  There was a submission by Empower to SCE in February that was submitted as a new permission to operate. This was returned by SCE NEM to Empower for correction. They had 10 days and did NOT submit corrections. Therefore it was withdraw  by SCE. Nothing submitted since that February submission means that they haven't followed up on it. 

  Business response

  06/19/2024

  SCE withdrew our application, we are working towards resubmittal and we will continue to work towards resolution

  Customer response

  06/24/2024

   I am rejecting this response because: Ive been told this would be corrected for the last 10 months.  I last spoke with Southern California ****** NEM Metering on 5/31/24. No action had yet been taken by Empower to submit a correction. It requires an EMAIL from them for a CORRECTED application on the ORIGINAL application. It is NOT to be a new application like they did in March which was rejected. I have asked many times to speak to someone who has direct control over this process. ALL Ive been told that it is with unnamed UPPER MANAGEMENT.  Until I receive something in writing or by phone call by the people who actually do this CORRECTED APPLICATION I do not believe that anything is being done. *** had no contact from anyone in the department who actually is doing the work in the 10 months this has been brought to their attention. For 10 months UPPER MANAGEMENT has been neglecting their clients. 
  
  
  

  Business response

  07/09/2024

  Good Morning *****,
  
  Everything was submitted via email to SCE in April. We submitted supporting documents on 6/6, 6/12 and sent a follow up email on 7/2 to see if we could get an update but have had no response. We will be reaching out to them via phone today. It is hard to provide an exact ETA but based on current SCE timelines we should have final approval in around ***** days. We will continue to push for sooner. We have been speaking with the customer and keeping her updated on all of this as well.
  
  Thank you, 
  

  
  

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted Empower Solar to install a solar battery (enphase 10), install 4.06 kw of panels, and fees to retrofit existing panels into the battery.I have paid them $26,532.16 for installation, with $6,358.04 due on PTO.I chose Empower because they told me they had an inhouse electrician, and had a good BBB rating.During install, the electrician was not in house, and the installation was performed incorrectly with the ** sensors flipped.I found out about this due to 45+kw hours of reported use when not home, with the battery erroring and fully discharging. I reported this to Empower July 20th ***************************************************************** about the issue. I have offered to video share the issue (which I identified with the help of a separate solar installer), and even pay to have it fixed. Empowers Solars reply was "there is nothing wrong, you cannot fix the issue, and there being installation issues does not get you out of paying the final payment".I have plenty of records of communication which I will gladly submit.Empower Solar has since shut down my battery, put a mechanics lien on my house, and still refuses to even inspect the system despite panel underperforming and battery issues.This issue persist to this day.When contacting the company directly via email and phone I can no response. My sales contact, and project manager both are unresponsive. The collections department only demands payment before any sort of potential resolution.Going on social media I've seen others with similar situations of incomplete installations with no help.I trusted the BBB rating when chosing this company, and would like it updated to protect others.

  Business response

  05/15/2024

  We were able to speak with Enphase and confirm there is a CT issue. The homeowner has removed our access to the system with Enphase so we will need access given back so we can come on site and take care of the issues. Email from Enphase attached. Once permission has been granted, we can schedule ASAP to address all system issues. We will need access granted in order to handle anything wrong with the system. 

  Customer response

  05/15/2024

   I am rejecting this response because:
  
  Empower claims that they need system access to investigate the issue, however this access was removed May 14th 2024 due to Empower changing my home battery settings. I'm still considering legal action. Up to this point they still deny any potential issue (see emails below) and threaten to disable my system. I am more than happy to video share the issue or work with them in any other way.

  Here are some email quotes directly from empower:

   

  Dec 28 2023 16:50 Me to Empower

  Then can you explain the issue I presented? It started in July when the battery was installed and my power use increased by over 40 KWH a day including the battery discharging and powering randomly. This issue persists to this day.

  These screenshots are from when no one is home and only phantom power is drawn. You can see the power use increased since the installation of your system by over 40 KWH a day. These are concerning numbers and have been going on since July 2023.

  Please let me know what your technical resource thinks. I have record of contacting your company about this issue when it was reported and over the months following.

  Empower to Me: Dec 29, 2023, 16:05

  I believe you are not understanding that your system did pass inspection and there is nothing wrong with it or it wouldve never passed inspection. Please note that I have had our Monitoring Supervisor turn your battery to no export. However, when you do meet your contractual obligations and pay Empower what you owe I will be more than happy to have it turned back to Grid Profile: CA Rule21.

  Please also note that if your system is tampered with by other installers it can void your warranty.

  -

  Here is the most recent contact from Empower:

  April 16, 2024, 13:13

  Please be advised due to several attempts in reaching out to you, with no response from you and PTO payment not being received, your battery will remain in no export status until we receive your payment. I did email you on 11/14/23 to advise you of such.

  Business response

  05/20/2024

  Hello,

  Again, we are more than willing to come out and take care of any an all system issues but per Enphase we do not have site access. The homeowner has not paid the final payment on his system as per the contract is due upon written permission to operate from utility. We honor our warranty in our contract and will come out to take care of everything that is needed. At this time though, Enphase will not allow us to see the ** system therefor we cannot access the envoy on site to remedy the issue. I do greatly apologize the emails received before were stating/arguing an issue there was no issue but at this time we have confirmed with Enphase what the issue is and are ready and willing to correct this asap. 

  Customer response

  05/22/2024

   I am rejecting this response because:
  
  I appreciate you finally after 11 months admit there is an issue, and only when brought to a public forum where it can damage your reputation.

  Also this is after your company has changed my system settings maliciously.

  This is after your company has denied my ability to use or update my system.

  This is after your company tried to financially bully me including try to lien my house.

  As I said before, I will not allow your company access again to my enphase as your company has a history of trying to disable the system (all of this is tracked via email).

  I offered to share any data you wish to see, I can email you screenshots or do a video walkthrough. I would be down to talk to a technical member of your team. Please send me an email with next steps.

  Let me know if you want any documented proof of the previous behavior mentioned above. Since it's stored on Gmail servers it will be verifiable with a subpoena.

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We signed a contract on 6/13/2023 with ********************* from ** renewable Energy to have solar installed within 4-6 weeks. He told us we had a lease and that our payment would be $267.23 with battery back up. Since then, Empower solar has not been able to get our solar system up and running without issue. They have had to come and repair the battery almost every week since installation. Their last visit was on 3/15 to try and again, "troubleshoot" the issue. I previously complained and wanted our panels removed since the company could not properly install our system. I was called by *********************, a supervisor, and was told that removing our panels was not an option. We do not trust Empower's system and installation since it has been since September that installation has started and not yet been completed. Empower is in breach of contract.

  Business response

  03/19/2024

  Hello,

  We do completely understand the frustrations and we will continuously work to get the system fully operational. The solar system is producing to off set the electrical cost but the battery is not. We are reaching out today with a scheduled date. Our service team is fully aware of the customer frustrations and will get this system operational. 

  Customer response

  03/20/2024

   I am rejecting this response because:
  
  It is March of 2024 and our batteries on our system that we pay an additional $80 per month for still do not work after 6 months of weekly troubleshooting. Our contract was for a fully functional system. This is breach of contract and we would like the entire system removed and our roof returned to pre installation condition.

  Business response

  03/20/2024

  We can reimburse the monthly payments to offset when the battery was not working but the solar system itself has been producing energy. Our contract does state that we have the right to work towards repairs and we are honoring our warranty. The homeowner has also confirmed our site appointment to address on the 21st. There is no breach of contract here. 

• Initial Complaint

  02/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Empower solar has been very useful professional. They placed my system on the wrong part of my home, then when they had to remove them abs place them correctly they left holes in ******* and after multiple and countless attempts to get a hold of them to have this fixed (which they agreed they would) have to do so. The sales rep **** and his manager *******, even the owner ***** made the sale then ran I have tried to contact them multiple times with no response. I have tried calling the main office and I get told someone who call me back and never do.My system isn't producing enough energy for my home (and we haven't changed anything) and we are already occurring a true up bill and it hasn't even hit the summer months yet. When I reach out to them about this; they say the system is fine nothing wrong and don't help me any further. At this point we're sending more on solar and PG&E than we were doing with just PG&E. I need resolutions or I will be pursuing legal action to have these removed.

  Business response

  02/28/2024

  We have reached out to the homeowner via email and phone today so we can connect and resolve their concerns. We will ensure all questions get answered. 

  Customer response

  02/29/2024

   I am rejecting this response because:
  They are all talk, and are not doing anything to resolve this. They make excuses and are giving solutions. I want actions not just talk. I need the contract and I will be pursuing legal action. 
  
  

  Business response

  03/01/2024

  We have confirmed with the homeowner to be on site this Saturday 3/2 to address.

• Initial Complaint

  02/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Solar was installed on our home in August- empower is STILL refusing to turn on our solar, despite already claiming all the tax credits. My husband and I have been contacting them nearly weekly for at least the last 3 months to find out what the hold up is. We very rarely get a response and it leads to no where. We are the past contractual 120 days they had to install and turn on the system. I contacted BBB several weeks ago and empower responded saying it would be completed that week and still has not and our calls continue to go in returned. If solar is not turned on, empower needs to remove all their equipment and return our house to its original condition.

  Business response

  02/26/2024

  Good Morning,

  I completely understand their frustrations. SCE has made this an extremely difficult process. After conferring with ****** we do feel we can finally get this moving for the customer. Everything is in processing but due to the new program type I do not have a clear timeline. Our Escalations Administrator is working with the homeowner as well to ensure they are taken care of. 

• Initial Complaint

  08/11/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On March 30th 2023 a representative with Empower Solar solicited our Grandmother, ******* *********** home. He came to her home to discuss the option of getting a solar system installed on her roof. The representative ended up selling her a 7.8kw solar system that same day. This system was financed through Everbright. Mrs. ********* states that she had no idea she was entering into a financing contract. She was told multiple times by the Empower representatives that her “Energy costs would be decreasing by 50%”. Her understanding was that the new payment she was making was going to PG&E. She says they never explained to her that she was financing this system for 25 years and making a payment to the finance company along with a PGE bill and potential True Up bill. She actually stated that the representative told her there would be no bill at the end of each year. Along with the fact that Mrs. ********* does not understand the contract she has been entered into, it is also not a benefit to her. To be frank, Mrs. ********* will not be alive long enough to fulfill this contract. She said she would NEVER agree to purchase solar, let alone apply for or get a loan for solar. This solar system and contract is also not a benefit to the family as the home has been in a reverse mortgage for years. Also, the payment of $149.43 is only good for the first 18 months, after that it increases to $227.25 if the tax credit is not applied to the loan. Mrs. ********* does not qualify for the tax credit as she has no income. This was never explained to her by the sales representatives. They did tell her she would not qualify for the tax credit, but did NOT tell her about the payment increase. This is clear and intentional deception. They knew she was on a fixed income, can clearly see that she is extremely elderly, and knew full well she would not be alive to fulfill the obligations of this supposed contract.

  Business response

  08/11/2023

  The homeowner is financed through Everbright, this company does require all signers to complete a welcome call where the customer confirms all loan terms before the project can be approved. I am reaching out to them for more information and further investigating this account.

• Initial Complaint

  08/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Last Fall I contracted with them to install solar panel expansion. The calculated what my current extra need would be with two total electric cars, they never requested or looked into what the maximum additional panels would be. They got approval from the city on the expansion but not MID. I inquired on my own and found they had never contacted MID (Modesto) and they informed me that they would not approve, I spent the next 2-3 months trying to get them to rectify the sizing and get with MID, they just said they would have to go after me for not making the next payment, when they finally spoke with them we spent several more months getting them to concede the system would have to be down graded which lowers the overall cost, which they did. There electrician then came out and removed MID meter, without ever contacting them and started working, they also turned off the disconnect to the energy coming from the existing system to the electric grid, after many days MID came out and said they had an alert of meter tampering and we would be fined 320. I informed Empower and they said they would reimburse. They continued to say that they were waiting on MID, that they have contacted the “planner” to get permission to do the final connection, myself and the MID solar folks sent an email asking them to contact the division, provided Empower with phone numbers, this was last Friday, they have gone dark, not responding to our emails except to say on Monday (8/7/23) hat they would be reaching out shortly. I have been calling all my contacts at Empower, ***** ***** *** ***** *******. I have lost valuable amount of energy not produced to off set my electric use, months. I have asked many time to speak to someone higher, promised it would happen, had an appointment with a director, (who knows the name, they don’t share names) I have asked before when trying to get Nubia and Tanya to understand it was oversized and MID would not allow it to be connected. Just finish, pay money lost

  Business response

  08/11/2023

  I (the director) have spoken to the homeowner and also got his appointment with MID scheduled so we can get his system operational.

• Initial Complaint

  08/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  This business have not answered any of my attempts to contact them. We have an agreement that I need them to uphold. I have been trying for a week now and I have received nothing. This is a horrible business that should be punished.

  Business response

  08/10/2023

  We have been in contact with the homeowner and addressed his needs.

• Initial Complaint

  08/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The initial complaint began in May of 2023. I reached out to Empower solar because I noticed that my system was not producing power. The person I spoke with told me to contact ********* first and she would follow up with me 2 days later. I tried both numbers she gave me but neither of them were working numbers for Solaredge, and I waited a week to hear back from her but never did, so I decided to call again. This call was made on May 25th, where I explained the situation and was given an appointment for June 5th for their technician to come take a look at the equipment. June 5th the technician came out and stated that the inverter was not working and that it had not worked since November 8th. He also stated that a new inverter would be ordered and within 5-7 business days I would be contacted to schedule an appointment. I called and informed ****** ******* *hat I would be holding their company responsible for the true up bill since I had received no notification of the inverter not working, and that when the home upgrade was sold to me I was told that if anything were to go wrong I would be notified and they would come out and fix it. Rachel stated that Rob Andra, the salesperson who sold me the home improvement, did not work for Empower and that he no longer is in the solar business. On Business day 5, June 9th, I was texted from an empower representative, Esmay stating that the equipment had just been ordered and it would be arriving to them within 15-30 business days. Tanya Urrea, the next Empower representative I worked with on compensating me for the extra expenses from this matter. She called me on July 13th to tell me that she was sticking to her decision that they would not cover true-up bills, however, she could try to come to a resolution on by taking care of my solar loan payments during the time the system has been inoperable. I told her that might be a great resolution. Unfortunately she decided weeks later that i was going to get nothing.

  Business response

  08/10/2023

  We do apologize for the frustrations. The issue is due to a manufacturer error of equipment not to the install itself. Our contracts do not offer a guarantee of production for the system

  Business response

  08/11/2023

  Hello,

  I do understand the frustration but we are just the installing contractor in this situation. The sales rep was with US Renewable energy that chose us for the installation. The homeowner would need to contact the monitoring company to inquire about notifications as this is monitoring from the manufacture that we do not have the ability to alter the account in any way. I also did attach the contract for review as it reflects our warranty and what parts are warrantied by the manufacturer not us as shown in section 8, a. 

  Customer response

  08/14/2023

   I am rejecting this response because:  Once again I am asking Empower to do what is not only ethically right, but quit lying to its consumers.  I have attached the document signed the day of the home improvement purchase, to save you time... please go to the last page where it clearly states that ROB ANDRA was an employee of EMPOWER!  So which is the lie?  You just stated in your last response that Rob Andra was not an employee of your company yet here is a paper signed the same day that all contracts were signed!

  I do not want to, but am willing to go to the contractors license board, the California Solar and Storage instilation, the California Public Utilities Commision and any other organization until the matter is resolved.

  According to calssa:

  Members shall act as faithful agents in professional matters for each employer or client.
  Members shall maintain the ethical standards of advertising, selling, installation and service guided by the principles of honesty, integrity, and compliance with applicable laws.
  Members shall avoid deceptive acts in the solicitation of solar and energy storage work.

  Members shall not affix their signatures to any plans or documents dealing with subject matter in which they lack competency.

   

  All I want is for your company to start being honest, come to a resolution that both parties can agree upon, that is fair.  

  
  

*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. ↩