Complaints

This profile includes complaints for Powur's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Powur

  2683 Via de la Valle # 321G Del Mar, CA 92014-1911

  
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  Powur

  11575 E. LAKETOWNE DR Albertville, MN 55301

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:02/27/2025

  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.

  Since December of 2024, we have had nothing but trouble with getting our solar panels fixed. The critter guard has finally been fixed, but now they are refusing to contact us about getting the meter to our solar panels fixed. We have been trying to get them to answer us/have someone come out to fix it for over two months. There has been 0 attempts on their part to fix the issue at hand. This is a breach of contract on their part. They need to either fix it, or we will have no choice but to start a lawsuit against them.

  

  Business Response

  Date: 03/08/2025

  Hello ******* and **** ******,
  
  We are grateful that you've taken the time to inform us about the issues you've experienced. At Powur, we pride ourselves on being transparent and honest throughout the solar system installation. Our top priority is ensuring you feel safe and satisfied with our customer service. We want to do everything we can to help you out.
  
  Our Executive Escalations specialist has reviewed your concerns and started a case with our Operations and *********************** They're working hard to find a resolution and address any problems you've had. The last time we talked was on Thursday, March 6, when we confirmed the scheduling of an in-person site visit for 3/15. If you need a quick response, please keep responding to that email thread. You can also reach us at *************************************** or chat at *******************************. We're eager to help you out and resolve this matter as fast as we can.
  
  Best regards,
  
  Powur Customer Success Team

  Customer Answer

  Date: 03/08/2025

  
  Better Business Bureau:
  
  I this complaint was first sent in due to Powur not communicating with us to get the situation fixed. It has since been fixed and we only got that process started because I told them we were writing to the BBB about the situation.
  
  Regards,
  
  ******* ******
  
   
  

• Initial Complaint

  Date:02/21/2025

  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.

  In May of 2023 they installed a solar system that cost 47K. The system was not set up properly and it took my over a year fo get it resolved. Now my system has stopped working completly and they will no respond to any of my contact. They have NO phone to call all done threw ******* customer service software. So i am at the moment pay **** and a Payment on the purhase price of the unit.

  

  Business Response

  Date: 03/08/2025

  Hello **** *******,
  
  We are grateful that you've taken the time to inform us about the issues you've experienced. At Powur, we pride ourselves on being transparent and honest throughout the solar system installation. Our top priority is ensuring you feel safe and satisfied with our customer service. We want to do everything we can to help you out.
  
  Our Executive Escalations specialist reviewed your concerns and started a case with our Operations and *********************** Powur's Service team scheduled an in-person system inspection which determined the root cause of your system issues. We're happy to report that your system is now fully operational and is producing energy within the bounds of the estimate originally presented to you.
  
  The last time we talked was on February 26, 2025. If you need a quick response, please keep responding to that email thread. You can also reach us at *************************************** or chat at *******************************.
  
  Best regards,
  
  Powur Customer Success Team

• Initial Complaint

  Date:02/19/2025

  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.

  The Power to the system keeps shutting off or tripping off. Riverside Public Utility has been out here three times to correct the problem. They said that they will no longer come out and reset the system. I have been trying for the last three (3) months to contact someone at POWUR to rectify this problem to no avail.I have called ************** and after the recording the line disconnects. I have tried other numbers and have left a voicemail. The gentleman who wrote the policy has tried to get ahold of someone and he has met with negative results. I have finally reached out to MOSAIC Client **************** Hopefully I will get some help from them but they will not gaurentee any results. I've gotten to the point where I have stopped paying my bill because i cannot afford to pay $615.00 a mth for solar and $2200.00 a month for Electricity. Please Help.

  

  Business Response

  Date: 03/08/2025

  Hello ****** ****,
  
  We are grateful that you've taken the time to inform us about the issues you've experienced. At Powur, we pride ourselves on being transparent and honest throughout the solar system installation. Our top priority is ensuring you feel safe and satisfied with our customer service. We want to do everything we can to help you out.
  
  Our Executive Escalations specialist has reviewed your concerns and started a case with our Operations and *********************** They're working hard to find a resolution and address any problems you've had. The last time we talked was on Tuesday of this week. Powur's Executive Escalation team has communicated with our ************* team and have approved an in-person system inspection to address the concerns that you have with your system and its frequent tripping. You can expect a response from Powur's service team early next week regarding the scheduling of this service visit.
  
  If you need a quick response, please keep responding to that email thread. You can also reach us at *************************************** or chat at *******************************. We're eager to help you out and resolve this matter as fast as we can.

  
  Best regards,
  
  Powur Customer Success Team

• Initial Complaint

  Date:02/18/2025

  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.

  Powur has completely screwed me over. I purchased this program/solar panel loan through one of my friends who worked for the company in *********, but they had to go through another company to get the solar panels installed being that I live in ****** ********. The advisors that came out decided to put the max solar panels on my home to jack up the cost of my loan to Powur and half of the panels are on a side of my house that doesn't get sun. I pay you $205.30 a month and my electric bill 2 months ago on top of this was over $300 and this past month $346 making my electric bill $550 for January. On top of this I was informed that I would be getting $14k back in rebates on my taxes, however I do not make enough to get this refund, which was not explained properly to me. As of today, I owe them $44,392.21. I have paid: $6,364.30. The total of the loan they signed me up for is: $47373.28 *********** was committed to saving me money and it was a scam. The man who sold me this solar program opened a support ticket last week and we haven't heard back. I called today and sent an email and couldn't get through to anyone, so I am creating a dispute with the company here due to the fact that I was sold a product that is costing me more money than before signing up and the team that assessed and installed the solar panels put half of them on a side of my house that doesn't get sun to ensure my loan was as expensive as possible. Paying $550 a month to have electricity in my 1100 sq ft house is insane. Last month the solar contribution was only $55 and the month before $50.37. I keep my house at *************************************************** and remove the solar panels that get not sun, as well as have this reflect on lowering the rate and cost of what I owe on this loan.

  

  Business Response

  Date: 03/08/2025

  Hello ********* ****,
  
  We are grateful that you've taken the time to inform us about the issues you've experienced. At Powur, we pride ourselves on being transparent and honest throughout the solar system installation. Our top priority is ensuring you feel safe and satisfied with our customer service. We want to do everything we can to help you out.
  
  Our Executive Escalations specialist reviewed your concerns and started a case with our Operations and ********************** on February 13th of this year. Powur's service team performed a deep-dive investigation into your system production and confirmed that your system is currently operating as expected. We would like to assure you that we have carefully reviewed your systems performance, and it is operating as expected based on the contractual agreement. There are no system issues, and your energy production is in line with the estimated projections. While we stand firmly behind our production estimates, its important to note that we do not guarantee specific savings, as actual savings depend on external factors such as utility rates, energy consumption patterns, and weather variations.
  
  You can always reach us at *************************************** or chat at *******************************.
  
  Best regards,
  
  Powur Customer Success Team

  Customer Answer

  Date: 03/12/2025

  There were solar panels placed on the north side of my house that doesn't get sun. This was specifically done to ensure my loan would be at the max value versus helping me as your customer, a single female homeowner. I understand that the system is working correctly, but placing solar panels on the side of my house that doesn't get sun is taking advantage of me. 

  

  Business Response

  Date: 03/18/2025

  Hello ********* ****,
  
  Thank you for sharing your concerns with us. We truly appreciate your feedback, as it helps us enhance our services. At Powur, we strive for transparent communication and apologize for any difficulties you've experienced.
  
  Our Executive Escalations Specialist has re-opened a ticket for review by our Operations and ********************** on March 18th, 2025. Although the initial investigation confirmed your solar system is producing as projected with no system alerts, a formal shade and Design analysis will be performed to identify any opportunities to boost seasonal variations.
  
  If you have any questions other about your solar installation, please get in touch with our customer success team at *************************************** or chat with us at *******************************.
  
  Thank you for being a valued member of the Powur community.
  
  Respectfully,

  Powur Customer Success Team
  
  
  

  
  

• Initial Complaint

  Date:02/17/2025

  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.

  I signed a solar contract for a large system with battery backup in early April 2024. Installers showed up on August 1, with incorrect information despite an on-site survey which was completed before the drawings were done. In mid November, I received permission to operate and the system was turned on shortly after. Initially the monitoring system was tracking my consumption incorrectly - the electricity I was using from the grid was showing as going to the grid and vice versa. It took 2 months for someone to come on site and correct that issue by (I was told by the installer) switching two wires which had been installed incorrectly in the factory. However, despite flagging that my grid electricity usage was HIGHER than before the system was turned on, nobody looked into that issue at the time - assuming the incorrect wiring would fix that problem. Additionally I have never been able to connect the inverter to the monitoring software and was told in January that they would send someone back to look at that issue. Someone is finally scheduled to come February 19. In the meantime, I have gotten 3 bills that show higher usage than before my system was turned on, and what the monitoring software says I'm drawing from the grid is half of what I'm being charged by the electric company. Powur is extremely slow to respond and has even made me reach out to SolarEdge (the equipment manufacturer) directly, which is not stated in my contract. However, there is a "time is of the essence" clause which is clearly not being observed by them. At this point I believe they had faulty equipment installed and they need to remedy the situation, but don't respond timely to me.

  

  Business Response

  Date: 03/08/2025

  Hello ***** ******,
  
  Thank you for bringing this issue to our attention. At Powur, we pride ourselves in the promise of open and honest communication throughout your solar system installation. **************** is at the forefront of everything we do, and we would like the opportunity to turn your experience around.
  
  Our Executive Escalations specialist reviewed your concerns and started a case with our Operations and *********************** Powur's service team worked hard to find a resolution and address the problems you experienced. An in-person site visit took place on 1/15/2025 and corrected the issue you describe. If you have any further concerns regarding this system issue, please keep responding to the email thread associated with your service visit. We are happy to confirm that since the date of that service visit, your system has operated correctly and has produced energy within the bounds of the original estimate provided to you.
  
  You can always reach us at *************************************** or chat at *******************************. We're eager to help you out and resolve these matters as fast as we can.
  
  Respectfully,
  Powur Customer Success Team
  
  

  Customer Answer

  Date: 03/08/2025

  The visit on 1/15 fixed only part of this issue. I am still paying for twice the energy I draw from the grid and nobody at Powur is helping with investigating the faulty equipment. Further, I am still not able to connect to my inverter and my entire system was taken down by the installer for a weekend and I never received a notification that my system wasnt running. The installer did this with my agreement to troubleshoot my issues, which are nowhere near resolved, but I still should have had an automated alert about the system status. 
  

  Two inverter issues have been confirmed, one fixed, and one still outstanding. Powur have communicated minimally and only when directly called out. I would like the entire inverter replaced at this point as the issues with it continue to build up.

  

  Business Response

  Date: 03/11/2025

  Hello ***** ******,
  
  Thank you for bringing this to our attention, and we sincerely appreciate your feedback. At Powur, we pride ourselves on open and honest communication and extend our apologies for your experience. We always look for ways to improve from a homeowner standpoint, and feedback like yours will ensure we implement the necessary changes as we grow. 
  
  Upon further review, we note that our installation partner has been in regular communication with you and SolarEdge and is awaiting their direction to schedule a replacement inverter as needed. Please continue your communication with them as we work toward resolving any remaining system concerns.
  
  If you have any further concerns regarding this system issue, please keep responding to the email thread associated with your service visit. We are happy to confirm that since the date of that service visit, your system has operated correctly and has produced energy within the bounds of the original estimate provided to you.
  
  You can always reach us at *************************************** or chat at *******************************. We're eager to help you out and resolve these matters as fast as we can.
  
  Respectfully,
  Powur Customer Success Team

• Initial Complaint

  Date:02/12/2025

  Type:Sales and Advertising 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.

  When solar companies like Powur and independent solar providers sell their products they provide a clause stating that there is a federal credit worth 30% of the total price of the project. However, they need to clearly state that the actual tax rebate is the taxes owed on the 30% of the project cost. So based on your earnings slab this may be actually 30% of the 30%, which computes to less than or approximately 10% of the price of the project compared to and making customers believe that this is 30%. This has to be spelled out in bold to everyone buying EVs as well as Solar.

  

  Business Response

  Date: 03/08/2025

  Hello ****** ******,
  
  Thank you for bringing your Income Tax Credit concerns to our attention. At Powur, we prioritize maintaining open, honest communication throughout and after installation. We understand that there is some confusion surrounding the credit mentioned, and we'd like an opportunity to address your concerns.
  
  We openly communicate regarding the federal income tax credit and at multiple times throughout the contractual process we ask that all tax-related questions be directed to a Certified Public Accountant. Powur does not make claims related to your personal eligibility for the federal tax credit. Should you have further concerns unrelated to the federal tax credit, please do not hesitate to contact our Customer Success Team at your earliest convenience. We can be reached by email at ********************************** or by chat at **************************************.
  
  Respectfully,
  Powur Customer Success Team

• Initial Complaint

  Date:01/26/2025

  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.

  I have around 3 years fighting with that company because the panel solar was not working and they admit was a mistake of ingenier and i told the company to take it out and he told me he cant do it if i want that i have to pay all the money and pay other company to taje it out. Went he sell me the system they told me i just going to pay $ ***** for Electricity and never pay that.

  

  Business Response

  Date: 03/08/2025

  Hello *** L ****,
  
  We are grateful that you've taken the time to inform us about the issues you've experienced. At Powur, we pride ourselves on being transparent and honest throughout the solar system installation. Our top priority is ensuring you feel safe and satisfied with our customer service. We want to do everything we can to help you out.
  
  Our Executive Escalations and Operations and Maintenance Teams have previously reviewed your concerns regarding the production of your solar system. Powur processed a significant reimbursement for you in Spring of 2024. We understand that you initially had difficulty redeeming the payment, but we're happy to confirm that the check we sent you was cashed. Though this resolution does not change the production of your solar system, it does make you whole for the difference between your system's actual production and the production that you originally expected.
  
  Should any future concerns arise, you can always reach us at *************************************** or chat at *******************************. We're eager to help you out and resolve this matter as fast as we can.
  
  Best regards,
  
  Powur Customer Success Team

  Customer Answer

  Date: 03/10/2025

    to whom may concern;

  the company reimbursement $5400.00 but that reimbursement was for the cut of the tree near the house because they said that was the problem. i cut the tree and i have the same problem. then the company tell me they going to add 4 more panels . but the county dont let it.  and   right now i have the solar panel in my roof that dont work and i have to paid for them . i tell the company i dont want it. because dont work.  my credit score is going bad because that issue. i just want to the company take it out and resolve that i dont have to still paid for something is not working.  

   

  

  Business Response

  Date: 03/13/2025

  Hello *** L ****,

  Hello,
  Thank you for sharing your concerns with us. We truly appreciate your feedback, as it helps us enhance our services. At Powur, we strive for transparent communication and apologize for any difficulties you've experienced.

  According to our records, Powur reimbursed you in September 2022 to cover removing trees shading your solar panels. In March 2024, we proposed to install four additional solar panels at no cost to boost your system's output. Unfortunately, we could not proceed with that installation due to new restrictions imposed by the Authority Having Jurisdiction (AHJ) on manufactured homes. As a proactive alternative, we provided compensation equivalent to the cost of the four solar panels, and we're pleased that you accepted this resolution. While this adjustment doesn't alter the production capacity of your system, it ensures you were justly compensated for the additional equipment.

  If you have any questions about your solar installation, please get in touch with our customer success team at *************************************** or chat with us at *******************************.
  Thank you for being a valued member of the Powur community.

  Respectfully,
  Powur Customer Success Team

• Initial Complaint

  Date:01/24/2025

  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.

  My solar system is producing less than on my contract. Contracted annual production is ****** and my system produced ******. This underproduction of ***** for the year caused me to have to pay a true up of several thousand dollars.

  

  Business Response

  Date: 03/08/2025

  Hello **** *****,
  
  We are grateful that you've taken the time to inform us about the issues you've experienced. At Powur, we pride ourselves on being transparent and honest throughout the solar system installation. Our top priority is ensuring you feel safe and satisfied with our customer service. We want to do everything we can to help you out.
  
  Our Executive Escalations specialist reviewed your concerns in January of this year and started a case with Powur's Operations and *********************** Our service team performed a production review of your system which found the annual underproduction that your reference in your initial complaint. Though we are sorry to hear that your system underproduced when compared to the annual production estimate, it is worth noting that system production is not guaranteed: annual production estimates are based on a variety of factors, including historical weather data, system design, and equipment specifications. Though it produced slightly less last year, your system is still producing within the bounds of your original estimate. A quick glance at your system production also shows that your system remains healthy, with no recent alerts or concerns.
  
  Should you have any further concerns, you can always reach us at *************************************** or chat at *******************************.
  
  Best regards,
  
  Powur Customer Success Team

• Initial Complaint

  Date:01/14/2025

  Type:Sales and Advertising 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 are paying for panels that we cant use because we cant seem to get them turned on. The ball keeps getting dropped over and over and despite countless messages we have had a very difficult time getting a response back and we have not been contacted by a supervisor that we have asked for twice now. We have been more than patient as we have been paying since May 2024 ( I believe March /April 2024 was when they were installed) with not estimated time of power turn on.

  

  Business Response

  Date: 01/17/2025

  Hello *******, 
  
  Thank you for bringing this to our attention. At Powur, we pride ourselves on the promise of open and honest communication throughout your solar system installation. **************** is at the forefront of everything we do, and we would like the opportunity to improve your experience.
  
  Our Executive Resolution team member contacted you on January 16, 2025, to talk about your concerns. Please reply to that email as soon as possible. Please keep in mind that our Executive Resolution team will be your primary point of contact until we can address all concerns. We appreciate your patience throughout this process and look forward to speaking with you soon. 
  
  Respectfully, 
  Powur Customer Success Team 

• Initial Complaint

  Date:01/03/2025

  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.

  Power did my installation and did such a poor job there was four to five leaks in my ceiling this caused quite a bit of water damage after multiple attempts they finally stopped the leaking. Claiming all the while that they would handle the restoration with a reimbursement. I got them the quotes that they wanted from reputable restoration companies totaling and over $6,000 of damages and they came back and said they would give me $3,000. This doesn't even touch the damages I didn't even request housing accommodations while the restoration would be completed. Over 6k just in restoration and repair! This has been a terrible ordeal all the while we are living in a potentially dangerous moldy house while they jerk us around.

  

  Business Response

  Date: 01/06/2025

  Hello Austin, 
   
  Thank you for bringing your concerns to our immediate attention. At Powur, we pride ourselves on open and honest communication and extend our apologies for your experience. **************** is at the forefront of everything we do, and we always look for ways to improve from a homeowner's standpoint. Feedback like yours will ensure we implement the necessary changes as we grow.
   
  We understand your frustration with the interior repairs and the disturbance in your home's living situation. Upon review, I note an agreement by you with our Operations & Maintenance Team for a reimbursement of $5,000 made on January 3, 2025 for these interior repairs. This has been processed by our 3rd party payment processor and you can expect to receive this soon. We thank you for your patience and understanding.
   
  If you have any questions or concerns regarding an active solar installation, don't hesitate to contact our customer success team via email at *************************************** or chat by visiting *******************************.
   
  Respectfully,
  Powur Customer Success Team