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:03/14/2025

  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.

  Around March 2023, we were contracted with Pacific Allied Group to have solar panels installed with the incentive of receiving a free patio installation. After almost a year, we were able to get the solar panels installed in January 2024 but the solar panels werent activated UNTIL May 2024. It took over a year for this to happen. Feeling disappointed, frustrated, and annoyed is an understatement. Due to the long process of installing and activating the solar panels, the sales representative ********* ****** stated he was able to get the optional add on features and cash back for the patio approved at no extra cost for us. Now Im not even able to reach anyone regarding the patio installation. No one is following up on it with me and after multiple emails, I am not hearing anything back. In the beginning when they were wanting us to sign it was easier to reach them. ********* finally called me back around July 2024 and stated he doesnt handle the patio installing, just the solar installation and directed me to call the main line. All I get is their office voicemail and no responses. Around September 2024, I was contacted by a ******** *******, who handles the patio installation. However I have not heard from her since December 2024 after she stated that the installer for the patio is out of the country for the holidays and will let me know about the installation dates when he returns. Its March 2025 now and I still have not heard back after follow up emails. Its been two years of this nonsense.

  Business Response

  Date: 03/17/2025

  PAG will be reaching out to the customer to try and resolve this matter as soon and smoothly as possible. 

• Initial Complaint

  Date:11/19/2024

  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.

  In September 2023, we signed up for a solar installation under what we believe were false pretenses. During the sign-up process, we specifically asked the sales representative if the battery to be installed would keep our house powered in the event of a power outage. He assured us it would, and we should not worry. There was no mention that there are different types of batteries (e.g., grid batteries, off-grid batteries).We explicitly stated that we would only sign up if the power would remain on during an electricity outage, and he confirmed this. Additionally, the company offered us a 200 sq ft patio cover as an incentive for signing up, with a timeline of approximately three months for installation due to their backlog. We have a big patio so we needed about additional 200 sq. ft coverage which we were happy to pay ****** time passed, I had to follow up multiple times at the beginning of the year since we had not heard anything about the patio cover. In July 2024, when they were scheduled to come for installation, they measured the area incorrectly and overcharged us for 60 extra sq ft. Although we desired additional coverage beyond the 200 sq ft, the calculations showed we were being charged for 60 extra sq ft unnecessarily. Despite having already sent them $2500 via Zelle to start the project, the installation never commenced as they needed to re-measure.Months have passed without any communication or return of our deposit or new installation date. We have since contracted another company to install our patio cover. We are now requesting the return of our $2500 deposit from Pacific, which they agreed to refund, but there has been no word or return of funds. Additionally, we are still upset about the misinformation regarding the battery. We have no power during outages since they installed a grid battery instead of the type that would keep the power on. So we basically have an 100k system that is no use during outages.

  Business Response

  Date: 11/20/2024

  The refund for the patio will be issued by the end of the week. As far as the battery issue, The purpose of the batteries is to store the excess power that's being generated from the solar system and then use the batteries power during the peak time hours when ****** charges the most for their power which is from 4-9:00 PM. These batteries are grid-tied batteries and not full back-up which was explained during the initial consultation and also explained during the recorded welcome that the bank performs. 
  
  

• Initial Complaint

  Date:07/23/2024

  Type:Product 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 was promised a patio awning as part of the deal and it has not been delivered. I either want a patio awning or the $3000.00 in cash i was promised.

  Business Response

  Date: 07/23/2024

  We have received the customer complaint and regret they felt the need to file it, the matter will be looked into and resolved as soon as possible. We will reach out the customer directly. 

  Customer Answer

  Date: 07/25/2024

   I am rejecting this response because:
  
  I have not heard anything from anyone. I want the $3,000.00 I was promised. I will not be satisfied until the check clears the bank.
  

  Customer Answer

  Date: 08/01/2024

  Nobody has contacted me about this complaint.

  Business Response

  Date: 08/07/2024

  We will reach out to the customer to resolve this as soon and smotthly as possible. 

  Customer Answer

  Date: 08/13/2024

   I am rejecting this response because:
  
  I still have heard nothing from the business.

  Business Response

  Date: 08/28/2024

  ************** has been paid and the complaint should now be resolved as he received payment yesterday via zelle. 
  Thank you for all your help. 

  Customer Answer

  Date: 08/28/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:05/29/2024

  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 purchased solar panels and with my purchase, there was an option to obtain a patio at no cost because of my purchase. I have been attempting to get in contact with this company for over 1 year with no success. I have left several messages through various methods and have not gotten a response. This company sent someone out to lay concrete and the persons that were sent left random piles of concrete all over my yard. I was also told that my solar would be monitored to ensure that it is producing the expected amount of energy and it has not been appearing to do this. I am not sure if there is a problem with the app or if my solar is just not producing the expected amount of energy. I would like to get a response within regards to production. I would also like for someone to come and remove all of the random piles of concrete as well as provide the patio which was promised as a part of the contract or pay me to have someone come out and remove and complete the patio in a timely manner.

  Business Response

  Date: 07/01/2024

  I am reaching out to you in regards to the complaint filed by *********************************. We are in communication with the customer  and we are addressing her concerns. The monitoring for her Solar system is active and ongoing, the system is producing.  Unfortunately the number the customer was calling was an inactive extension that belonged to a former employee, we have updated phone lines and will continue to communicate with the customer to remedy the situation. 
  
  
  *********************************
  
  
  ****************** H
  
  ****************
  
  *********************

  Customer Answer

  Date: 08/13/2024

   I am rejecting this response because:
  
   I would like to update my complaint to state that the company has stopped responding they came out and picked up the concrete but did not provide the patio as promised in the contract or provide assistance with monitoring the system I will be taking the company to small claims in hopes to recoup to have the patio placed independently but would to have my complaint updated to reflect the tactics this company is taking to string me along and not comply with the contract.
  

  Business Response

  Date: 08/23/2024

  Thank you for your prompt response, We are attempting to reach the customer however she has not answered the phone. I wasn't able to leave a voicemail when I called yesterday as she does not have one set up.  After I called yesterday I also ran a report on the office phone to see how many times she had called in, not sure if she might be calling a different number but the office phone only has one missed call from her back in April. My boss *********************** has also tried calling from her phone which I will get that screenshot for the record in a later email.  Like I mentioned in the email yesterday she does have a balance due for the concrete poured; the patio cover is a free item offered in the promotion however the concrete is not and does need to be paid in full prior to moving forward with the patio installation. The company would like to get in contact with the customer to coordinate payment for the concrete and date of install for the patio cover.  As for the monitoring of the system it has been monitored since last year and the registration link was sent to the customer at that time. I can resend a link however it is up to the customer to open the link and register. It's a simple process as long as she receives and opens teh email the information is all there. The system has been producing without interruption. 

  Customer Answer

  Date: 08/23/2024

   I am rejecting this response because: this company is something else they have a different excuse every time they write in. I was told that there was some issue with employee and this is the reason that there was a delay I have had to go down to there company before and meet with the manager before due to lack of response and not getting complete information which should have been a red flag for me at that time. I have given this company chance after chance to do the right thing I have been very patient and understanding but I am completely applauded that they are now saying that I am not telling the truth about attempting to contact the company them not being able to reach me. I received a call from the manager of the company to which I asked her to call me back because I was at work and never heard anything since then. This is the first I am hearing about needing to pay for concrete I feel like they are coming up with things to justify their actions and its beyond me. 
  
  
  

  Business Response

  Date: 08/26/2024

  It is unfortunate the customer feels this way, the company does want to remedy the situation and will make every effort to do so. I will reach out to her again to coordinate the patio cover install however the concrete does need to be paid for, it was never stated or promoted to be free. 

  Customer Answer

  Date: 08/26/2024

   I am rejecting this response because:
  
  I am going to try to get copy of my text history my carrier because I never agreed to pay for concrete this is something that is being brought up after the fact I don't have a problem with attempting to come to a resolution but I am not happy that they are now saying I owe for concrete   

  Business Response

  Date: 08/29/2024

  No where in the promotion does it mentio. Free concrete, the promotion only offers a patio cover. We will be reaching out to the customer after the holiday to coordinate for the installation of the patio cover but the concrete does need to be paid for it is not free. 

• Initial Complaint

  Date:11/15/2023

  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.

  In February I signed a contract with Pacific Allied Group to replace my roof, facia and install solar. The roofing company was a subcontractor and performed poor workmanship. When the initial bid was put together the price to replace 70% of my roof decking was calculated into the overall cost. This work wasnt done. The workers werent told by either PAG or their owner to replace the facia until I stopped them from installing the drip edge. Then the owner brought the facia and they installed it poorly. Mail blow outs everywhere, corners not mitered, gaps in all the seams and boards not at the same level. They didnt reattach cables to the facia that they removed. I stopped the work as soon as I noticed the poor workmanship and was told it was to costly for them to do it right even though how it was to be done had already been discussed and agreed upon. They said they weren't going to fix it they way I wanted and said I wouldnt notice once it was completed. They finished and it looks poorly done. I have been trying to get a detailed invoice with costs on it for over a month and a half now and they wont provide one. Th finance company paid the final invoice to PAG without checking with me. I want the facia fixed to the way I want it and the damaged electrical to be repaired correctly now along with monetary value for having to deal with this since July

  Business Response

  Date: 12/28/2023

  I hope you had a great holiday weekend. I apologize for the delayed response  . We are in contact with the customer and are actively working on resolving the issue. We hope you hear from him soon with better comments. 

  
  

  Respectfully, 

  ********* Linares 

  Customer Answer

  Date: 12/28/2023

   I am rejecting this response because:
  They have communicated and their response has not been agreed upon. We are going back and forth and they dont want to properly fix things. They have sent their specialist out and they recommend replacing all the fascia in areas where joints arent connected with ***** and with adjoining fascia boards. They said they would provide a written contract with what is to be done. They provided an email listing things out. I provided wording to be added and clarification. They havent provided a new contract to look over and agree upon. They did provide an email with some clarification from the person who assessed the issues and they even made comments that I disagree with as to what was said at our walk. Making it look like I was okay with issues that I am not. The concerns have not been resolved.
  
  

  Business Response

  Date: 12/28/2023

  We will continue to communicate with the customer and work toward a satisfactory solution. As the holiday is this weekend we will be reaching out the following week to address all concerns and discuss a plan of action. 

  Customer Answer

  Date: 12/30/2023

   I am rejecting this response because: I still have not received a revised agreement/contract with the additional wording I requested to be placed in it.
  
  
  

  Customer Answer

  Date: 01/03/2024

  Attached is the original contract from PAG.

  Customer Answer

  Date: 01/19/2024

   I am rejecting this response because:
  Yes the contractor has reached out. At this time work was agreed to be done and has not been completed to my satisfaction. They refused to put clarity in the contract as to what was to be done and they dont communicate with their workers well. On-site workers have done work but not to what was agreed upon. I was asked to give them one more chance and I am waiting for them to come out and try again. 
  
  

  Business Response

  Date: 02/06/2024

  Hello ********,

  
  

  We are still working on resolving this matter. As the customer mentioned we will try again to complete the project to the customers satisfaction. 

  Customer Answer

  Date: 02/06/2024

   I am rejecting this response because: I keep getting excuses for them to get the work repaired. I havent been reimbursed for work that wasnt done yet, they havent been able to complete the repairs as agreed upon, the management of the company isnt communicating with each other the full story and is creating hostile communications. They started the repairs and have left boards off my home allowing water to get into my soffit area which will probably have to be replaced now. One owner said to get bids from someone else and another owner called getting upset with me about it even though it was a suggestion by his partner. I dont think they are trying to get things fixed. My issue isnt a priority and just keeps getting pushed off.
  
  
  

  Business Response

  Date: 02/28/2024

  The customer was sent a cash refund yesterday for Fascia and Roofing which  he agreed to correct himself. We will be sending our crew to paint the ***** and cut down 2 nails sticking out from his patio.  This should all be resolved within the next 2 weeks. 

  
  

  Best Regards,

  
  

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

  Customer Answer

  Date: 02/28/2024

   I am rejecting this response because: the case should not be closed out until the work has actually been completed. It has been scheduled multiple times and has taken over 3 months since PAG actually started to talk about getting things fixed. This needs to remain open until the work has been completed.
  
  
  

  Customer Answer

  Date: 03/11/2024

  Pacific Allied Group has not completed the repairs as needed.

  Business Response

  Date: 04/01/2024

  This is still a work in progress, I will update you with more details later in the week. 

  Thank you. 

  Customer Answer

  Date: 04/02/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that it is a satisfactory response.