ComplaintsforPowur

Solar Energy Product Services

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Initial Complaint
07/24/2024
Complaint Type:
Service or Repair Issues
Status:
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.
We have had problems with the solar system from the time it was installed 10/2020. In March 2024 the SolarEdge inverter needed replaced. Powur emailed me on May 6, 2024, stating that SolarEdge was notified and provided a Case # *******. On May 5, 2024, I emailed Powur (after making several attempts to call them) and advised them I was holding them responsible for any additional electricity charges. The inverter was not replaced until June 2024. This delay in replacement caused my electricity bill to double. Then on or about June 24, 2024, the system was experiencing issues again and was provided Case # ******. Received email the defaulted unit was shipped and Powur had contacted one of their service partners to coordinate a site visit. Unit arrived July 1, 2024, and as of July 24, 2024, we are still waiting for them to come and install the unit. Again this lack of unprofessionalism and failure to replace the defaulted unit has cause my electricity bill to double. They are unwilling to make any compensation or repair the broken unit in a timely manner.
Business response
07/25/2024
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 engaged with you was today July 25th, *****. If you need a quick response, please keep responding to that email thread. You can also reach us at *************************************** or chat at chat.powur.com. We're eager to help you out and resolve this matter as fast as we can.

Best regards,

Powur Customer Success Team
Initial Complaint
06/27/2024
Complaint Type:
Customer Service Issues
Status:
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.
I purchased a solar system from Power affiliated (independent contractor), who designed a system to cover > 125% of my electricity needs. The project was delayed by months and the company had to make at least 3 modifications to the contract. My system was finally turned on in Oct 2023. Ever since the system has been turned on, I am paying approx. $100 in electric charges and the charges were closer to $200 in the winter months. App says I am generating sufficient energy to cover my needs but for some reason excess energy is not flowing through the smart meter. Instead, I am getting charged for all the electric being used after dark. My house is in a prime location and the sun is not blocked by other buildings and trees and yet I am paying approx. $100/month on average if not more. My neighbor 3 times my family size and with 15 year old system is paying $10-20 month and have excess credit generated to be used in winter. I have contacted the Power contractor and the customer service to inspect the system to see why is excess energy not being sent back to the utility company and the response I have received is that all of a sudden I am starting to use 2.5x of the energy (2 MW or more) I was using when the system was designed and that is why solar is no longer covering my needs. This is an absolute lie as I in fact have started using less energy as I have spent considerable amount of money getting my house more insulated and stopped my electric car as much as I was a year prior. I need Powur to take accountability and fix the issue and pay back for all the utility bills I have been paying for the last 9 or so months.
Business response
07/01/2024
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 Escalations team member contacted you on 7/1/24 to discuss your concerns. Please reply to that email as soon as possible. Please remember that our Executive Escalations 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
06/16/2024
Complaint Type:
Order Issues
Status:
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.
In good faith, I purchased a solar system from Powur PBC, **** it does not perform as promised, I made the first payment and I have notified Powur of the failure of the system to perform. They said they would fix it.3 years have passed and they have not fixed the system!I hired and paid an attorney to speak to Powur. The Powur attorney asked my attorney give us more time to correct the system failure. I accepted the Powur attorneys request for time.After several months, via the Powur attorney, Powur has said the system is performing as promised. I reported it is not performing!In response, the Powur attorney said to me the amount of your systems performance is all you are going to get, I am authorized to offer you $5,000., have you pay your remaining balance owed in full and tell you to go away! I did not accept!His next move was to tell Powur to completely shut down my solar system ( turn it off) and return my home to the local electric company grid. ( resulting in electric bills 3 times higher than the solar bill.)And, as his next action, he told my attorney I could not file a law suit since the contract I signed with Powur must go to arbitration by law.Next, the Powur attorney paid to initiate the arbitration against me. My attorney has estimated the cost to represent me in arbitration to be $25,000. plus court costs of around another $10,000. And, my attorney did said he does not make any promise to win in the arbitration.
Business response
06/17/2024
Dear ****,

Our Executive Escalations team has confirmed that our legal department is actively handling your case. Please continue communicating directly with the legal representative assigned to your case to ensure we can help you as quickly as possible.

Thank you for bringing this matter to our attention. We look forward to resolving it promptly and professionally.

Sincerely,
Powur Customer Success Team
Initial Complaint
06/04/2024
Complaint Type:
Service or Repair Issues
Status:
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.
since the beginning of the installation we have had problems. unbeknownst to us the panels were not working for months after installation, and to this day are still having trouble with the panels staying online due to tripping of breakers. breakers installed by their people not ours! this is so disappointing and upsetting that these companies take advantage of elderly people, im on disability, dealing with high energy bills. to this day i have not seen any considerable savings like they told me i would and im going on 3 year!!!!
Business response
06/10/2024
Hello,

Thank you for bringing your concerns to our immediate attention. At Powur, we prioritize maintaining open, honest communication throughout and after installation. We understand that has not been your experience, and we'd like to apologize. 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. In reviewing your project, we see our install partner recently revisited and replaced the faulty solar breaker to address the tripping issue and keep your system online. We have also issued a refund for the service call fee as a courtesy and we truly apologize for the inconvenience.

If you have any questions, please don't hesitate to contact our Customer Success Team by email at *************************************** or by chat at **************************************.

Respectfully,
Powur Customer Success Team
Initial Complaint
06/03/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Powur did not finish their job. They never did an inspection on the solar panels. I have contacted them several times over the last 2 months. The solar panels were installed on April 18, 2024. I have not been able to use them. I called the county and the electric company and nothing was set up.
Business response
06/03/2024
Hello **************************,

Thank you for bringing your concerns to our immediate attention. At Powur, we prioritize maintaining open, honest communication throughout and after installation. We understand that has not been your experience, and we'd like to apologize. 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. In reviewing your project, our install partner noted calling you on 5/31/24 confirming your project passed the building and zoning inspection and that electrical inspection scheduling is pending with the city. We anticipate the completion of your project very soon and appreciate your patience.

If you have any questions, please don't hesitate to contact our Customer Success Team by email at *************************************** or by chat at **************************************.

Respectfully,
Powur Customer Success Team
Initial Complaint
05/24/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Solar system purchased from Power and installed spring 2022. Jan 2024 our system quit producing power and Powur was notified Jan 22, 2024. It took until March 28, 2024 to get someone to come to our home to discover the issue. Still nothing else has been to resolve the problem and we have not had a working solar system since January. I have gone back and forth with the company and have on been given excuses about why it has not been fixed. We received a 30 year warranty with the system. Im not sure how else to get Powur to fix our solar system.
Business response
05/29/2024
Hello ******,

We understand how frustrating it can be when things don't go as planned, and we sincerely appreciate your feedback. At Powur, we value open and honest communication and extend our apologies for your experience. Your feedback is not just important to us; it's crucial. It helps us make the necessary improvements as we continue to grow. Upon reviewing your project, we confirmed an open service ticket with our Operations & Maintenance Team (O&M), and we've escalated your ticket to an alternate service partner. On May 20, 2024, you should have received an email from our O&M team with this update. We apologize for the delay in restoring your system's gateway connection, which has prevented you from viewing your production.

Please keep responding to that email thread if you need a quick response. You can also reach us at *************************************** or chat at chat.powur.com. We're not just eager, but committed to helping you resolve this matter as quickly as possible. We understand the importance of your system's gateway connection and we're here to assist you every step of the way.

Thank you

Respectfully,
Powur Customer Success Team
Customer response
05/29/2024
This is same messages I have been receiving for the last 2 months with no timeline as when the problem will be resolved. We are paying for a solar system that has not worked since January and now also paying a large electric bill as the temperatures are going up in the south.
I would like to know when I can expect to have a working solar system. It has been nonoperational for 5 months now.
Thank you,
*****************************
Business response
06/05/2024
Hi ******,

We have ensured that your O&M specialist will provide an ETA within a week. Please continue to respond to that email thread for a swift response. You can also reach us at *************************************** or chat with us at chat.powur.com. We are enthusiastically committed to rapidly resolving this matter for you. We understand the vital importance of your system's restoration and are fully dedicated to supporting you every step of the way. Anticipate a swift resolution from us.

Warm regards,
Powur Customer Success Team
Initial Complaint
05/23/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I had Powur install Solar on my home. They sent a kid in his 20s with 2 years experience to complete the installation. I was immediately concern and asked the installer if 2 years was enough experience and he said his workers had 20 years experience so i allowed the work to be done. Few months later i had a ton of water leaking from the roof under the solar. The Powur rep in charge ************************* tries to save the company money by sending unexperienced installers to complete work. I requested that Powur send someone more experienced and they sent a new team. The man that came said he would try his best to fix the roof but he told me the first installer damaged my roof. When rain came leak continued (not as much) but still leaked. My home gym was drenched in water (i have pictures) my treadmill shorted out and my sauna glitches, blinks and no longer heats up. I let ******* know and he responded that the roofers would reach out to me. The roofer was out sick and could not come. I kept calling insisting the roof leak get repaired to prevent further damage to the interior of my home. They sent a whole other roofer that arrived with zero tools and used my personal ladder to climb on my roof in an unsafe manner. The full story will not fit so i will cut it short. ******* them sent a 4th person who is his friend ****** and ******* said if ****** said it was solar related leak then Powur would cover the leak and replace my sauna and treadmill. Sarmen confirmed leak was solar related and repaired my roof. Now ******* is not keeping his word on replacing my Sauna and Treadmill. This whole situation has been a nightmare. I have considered going to small claims but i am honestly exhausted. My roof is fixed now its only fair Powur replaces my sauna and treadmill. ******** friend ****** verified photos of the items drenched in water and verified they no longer work. I have no idea how Powur hires people like ******* he does NOT care about clients.
Business response
05/28/2024
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 our Operations and ********************** engaged with you was on Friday, May 24th at 1:09 pm. If you need a quick response, please keep responding to that email thread. You can also reach us at *************************************** or chat at chat.powur.com. We're eager to help you out and resolve this matter as fast as we can.

Best regards,

Powur Customer Success Team
Customer response
06/03/2024
I reject business response. If business is gonna resolve the issue for me i do not wish to speak to *******. I am requesting a new person from Powur to be assigned to help me with this issue.
Business response
06/07/2024
Hello ************,

Thank you for bringing this 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 team member contacted you today 6/7/24 to discuss your concerns. Please reply to that email as soon as possible. Please remember that our Executive Escalations 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
04/14/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I contracted with Sunnova for the installation of solar panels. They use Powur in my area for this. I had several roof inspections done by both Powur and Sunnova before installation to be sure there were no roof problems. On my main house the installers installed the panels on both sides of the roof doing so from the front and over the ridge for the backside. In doing this they loosened my ridge caps. With the first bad storm after the solar panel install the ridge caps started blowing off, dozens of them. I contacted Powur and after some more back and forth and more ridge caps blowing off they sent out an inspector who took pictures and concluded it was not their fault, even though the caps blew off in the middle of the roof where they dragged the panels over. I contacted a licensed contractor who visually inspected the roof and gave me a price for the repair $800, he did conclude that the work on the roof caused the ridge caps to come off. Powur told me to fix the roof and submit the paid invoice. I did but they are only willing to pay $400. I have tried to engage with ******* for their help they seem to agree that the inspections that were done show a fairly new roof with no defects. Powur will not give me or Sunnova a reason for not paying in full for the damages.
Business response
04/15/2024
Dear *******,

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. Upon further review, we have approved the full reimbursement amount of $800 for the ridge cap repairs. We sincerely apologize for your experience and any confusion this may have caused.

If you have any questions or concerns regarding an active solar installation, don't hesitate to contact our customer success team via email at **************************************** chat by visiting chat.powur.com, or phone at 1-866-GO-POWUR.

Respectfully,
Powur Customer Success Team
1-866-GO-POWUR
Initial Complaint
04/11/2024
Complaint Type:
Service or Repair Issues
Status:
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.
They dont honor the guarantee provided in contract They are not fixing the issues made by their installation of the solar panels
Business response
04/12/2024
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 identified that your concerns are currently being addressed by our Operations and *********************** They're working hard to find a resolution and address your situation. The last time they provided you with an update was yesterday 4/11/24. If you need a quick response, please keep responding to that email thread. You can also reach us at **************************************** call 1-866-GO-POWUR, or chat at chat.powur.com. We're eager to help you out and resolve this matter as fast as we can.

Best regards,

Powur Customer Success Team
*******************************
Customer response
04/15/2024
I have been waiting for the company to assess the issue, but instead of getting some one else to review and evaluate what the installer is saying, they just believe him with out any consideration to my comments, and I really need them to get involved in finding a solution to the damaged done to my home, and the risks involved in having loose panels set up in my roof.
I have been in communication with them since July last year and they are just giving long excuses, and not fixing the problem they generated, because they did a lousy installation since the beginning.
I still have loose panels that keep banging on my roof, Im worried what will happened if one fly off my roof and all the cables and connections will they make a problem to my house electrical system? Who will be responsible for that damage.

i need this issue to be resolved
Business response
04/18/2024
Hello *************************.

We understand your concerns about securing the proper installation of your solar system, today April 18th, 2024 you should have received an update from our Operations and *********************** as you have been sent an agreement that includes the specific scope of work that Powur will cover. Please review it and acknowledge it so we can have the work initiated as soon as possible.

If you have additional concerns please mare to continue to respond to that email thread. You can also reach us at **************************************** call 1-866-GO-POWUR, or chat at chat.powur.com. We're eager to help you out and resolve this matter as fast as we can.

Powur Customer Success Team
*******************************
Initial Complaint
04/03/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I purchased a solar panel system from Powur. I was promised 95% offset by the engineer and salesperson. To date, I have had 13 months of solar production, and my offset has not reached 95% in any month. I requested Powur compensate me for the lack of production, provide me with more panels at no cost or release me from the contract. Their only offer was for me to buy molre panels. I also requested ****************, who holds the note to my loan, to assist me in the process of holding Powur accountable. Launch stated they are the loan holders and have nothing to do with the production. Powur has been unresponsive for weeks at a time and still has not offered me any type of resolution.
Business response
04/04/2024
Hello *******,

Thank you for bringing this to our attention. At Powur, we pride ourselves on our 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.

A member of our Executive Escalations team member contacted you today April 4th, to discuss your concerns. Please remember that our Executive Escalations 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
*******************************
Customer response
05/02/2024
Hello,

My dispute was not resolved. Powur offered me $500 ( way less than the overpayments I made due to the undersized system) if I signed a docusign basically ridding them from any future requests. I asked the wording to be changed and they refused. I can send you the email chain if you would like.

***************************
Business response
05/03/2024
Dear *******,

We are happy to see that on 05/01/2024 we were able to come to an agreement to resolve your concerns as confirmed by you in your response from the same date. Please remember that you can always contact our Customer Success Team by phone at *******************************, email at **************************************** or chat at **************************************.

Have great day

Respectfully,
Powur Customer Success Team
*******************************

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