Complaints

This profile includes complaints for V3 Electric, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  V3 Electric, Inc

  4925 Robert J Mathews Pkwy Ste 100 El Dorado Hills, CA 95762-5700

  
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  V3 Electric, Inc

  9007 Arrow Rte Ste 140 Rch Cucamonga, CA 91730

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:04/25/2025

  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.

  Dishonest sales deceived us Initially the salesperson told us that we could get a free upgraded 200 amp panel, 3 10KWH backup batteries totaling 30KWH, and a battery for when the grid goes out, after the installation was complete I discovered that I only got a 125 amp panel upgrade, (used circuit breakers) the batteries were 3 5KWH batteries totaling 15KWH, and the IQ System Controller accessory for when the grid goes out was missing, That is, when the power grid goes out, I have no way to get the power of the backup battery. Because my community often has power outages, this is the only reason I chose to install solar energy and the salesperson disappeared,

  Business Response

  Date: 04/28/2025

  Hello, 

  Thank you for reaching out and giving us the opportunity to address and clarify the concerns raised regarding the customers solar installation.
  We would like to assure all parties that while solar energy systems can provide significant long-term savings and incentives, they are not, and rarely ever are completely free, regardless of the provider. This is clearly outlined in the customer's contract, specifically on page 6, where the project scope and inclusions are detailed.

  At the time of signing, the customers agreement included two batteries. In response to the customer's request, and in coordination with their sales representative, V3 Electric added a third battery to the system to better meet their needs.

  Additionally, we would like to clarify that the batteries installed are Time of Use (TOU) batteries. These batteries are designed to optimize energy consumption by supplying stored energy during peak utility hours and nighttime, when solar panel production is low or inactive. They do not provide backup power in the event of a utility outage.
  We remain committed to providing transparency and high-quality service to all our customers. Please let us know if any further information or documentation is needed.

• Initial Complaint

  Date:04/15/2025

  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 was approached at the door of my house by a salesman who advised that his company can upgrade my current solar by adding panels and batteries through a federally funded program that would cost me nothing. This would eliminate my true up bill but that I would not own the electricity that I was producing. I figured they are selling it and that is how they are being compensated. This was about a year ago. Since then I have seen a couple of teams, about two months apart, that have incrementally installed pieces of the system. We get to the part where they need to connect it to my electricity and they say that they need to reroute my circuit box and that they have to cut into my house. I refused. During this time I have been asked to sign contracts multiple times saying that this company was getting funding from different providers due to different needs of my project. Recently, they tried to schedule the work of cutting into my house and I advised them that I did not authorize this. This is when I became wary of this company. Subsequently, I was offered a new contract, that I did not sign, I was told it was for work to avoid the reroute of the circuit box. In the terms I found a bunch of stuff that was concerning. It looks as if they are trying to get me to sign into a consistent rate of about $250. We had only discussed that this was my highest bill in the year but not consistently. My bill is usually about $100- $150. They also advised that electricity costs will go up %3.5 a year and that I had to sign up for that increase in rate for 25 years. I did not sign. I researched that their billing departmetnt actually does collections. I am afraid this is a scam. I want them out of my life and their equipment off my house. Please help

  Business Response

  Date: 04/23/2025

  Hello,
  Thank you for reaching out to us we truly appreciate your questions and understand that this process can feel overwhelming if it's not clearly explained.

  
  First, we want to clarify that in the state of **********, upgrading to solar and battery systems is not, and likely never will be, completely free. Additionally, it's important to note that completely eliminating a true-up bill is nearly impossible. Even with solar, California regulations require homeowners to remain connected to their utility provider. This means you'll still be responsible for minimum grid connection charges, regardless of how much energy your system generates.
  Regarding the electrical panel: PG&E is requiring the relocation of your main service panel due to its proximity to the gas meter. Unfortunately, this is a PG&E safety requirement, and we do not have the authority to waive or alter it.
  As for the revised contract you received, it was issued due to internal changes on our end. Initially, we had hoped to avoid the need for electrical upgrades, but after further review, it became clear that proceeding without them would not be feasible. Without relocating your main panel as requested by PG&E we are unable to connect you to PTO (permission to operate) your system.

  
  Were here to support you every step of the way and ensure you fully understand each part of the process. Please dont hesitate to reach out if you have any further questions or need more information.
  

  
  

• Initial Complaint

  Date:04/02/2025

  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 have experienced significant delays and ongoing issues with V3 regarding the installation and activation of my solar system. Despite their claims of being a company that prides itself on American-made and manufactured products, I have since learned this is not the case.The project has taken months to complete, and during this time, I have encountered multiple problems, including:Electrical *********************** moved electrical boxes and replaced my panel with a smaller one, leaving my home exposed to the elements.Instead of properly repairing this, they proposed using an unprofessional solution (goop) rather than replacing the siding and ensuring the electrical work is up to code.Unprofessional ************** Communication:Employees have openly badmouthed the company, stating that the process could take up to a year.There is no consistent customer service representative assigned to my case, making it impossible to get reliable updates or resolution.Their communication via text message has been unprofessional and ineffective.Incompetent ******************** Concerns:They have sent different crews with no consistency, many of whom are unqualified for the tasks at hand.They have left trash around my property.They attempted to move equipment near PG&E-regulated pipes, which I had to stop myself after confirming with PG&E that it was ********* a homeowner and contractor, I have had to repeatedly correct their mistakes, which should not be my responsibility.The company has failed to uphold its mission statement and deliver the quality of service promised. Their actions have created potential safety hazards for my household, which includes children and animals.Resolution Requested:I am demanding that V3,Properly repair my home, including replacing the damaged siding and ensuring all electrical work is up to code.Assign a dedicated representative to my case for consistent communication.Provide a clear and reasonable timeline for completion.

  Business Response

  Date: 04/04/2025

  Hello,
  
  Thank you for reaching out and sharing your concerns. We completely understand your frustration regarding the timeline of the project, and we genuinely appreciate your patience.
  
  Please know that the solar installation process can sometimes take longer than anticipated due to the need to coordinate with multiple entities. In your case, the current delays are specifically related to the electrical and siding work, which requires additional coordination. While we always strive to complete projects as efficiently as possible, unforeseen issues can occasionally cause delays.
  
  Currently, our team is addressing the situation and has a subcontracting case open for the ongoing issues with the electrical and siding. We are awaiting approval for the estimates, and once we receive it, we will prioritize scheduling the necessary work.
  
  Additionally, we will assign an Account Manager (***** *******) to your project to ensure smoother communication and support moving forward. Please be advised, we are internally covering the price of your siding repair due to your extended timelines. ($5,803.00)
  
  Thank you again for your understanding. We truly value your business and are committed to completing your project as quickly as possible. 

• Initial Complaint

  Date:03/12/2025

  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.

  They provided false impressions on what I was leasing to. They have been dragging my repairs out for 6 months. They have not fully repaired my roof or leak. They have allowed me to breathe in mold for months. One of the many sub contractors that came out and did no repair actually made my ceiling worst poked a whole in it. My roof has not been fully inspected or repaired. They are bulling me into replacing my roof. Which if I would have known this is how they do business I would have never put the **** panels on my roof. They so no concern or willingness to claim any fault and now have stopped communicating with me.

  Business Response

  Date: 03/14/2025

  We would like to address the concerns raised regarding the roof leak.

  On 8/22/24, Ms. ******** informed us of a roof leak, stating that it only occurred when it was actively raining. Our technicians initially attempted to fix the leak, but unfortunately, they were unsuccessful. As a result, we arranged for a professional ****** to assess the damage.

  The first quote we received indicated that the leak on the side of the home was unrelated to the solar installation, the cost of this repair would need to come from the homeowner. During a conversation with Ms. ******** on 2/4/25, she clarified that the second leak in the kitchen located under the solar panels, had not been assessed. We sent a second ****** to evaluate the new leak concern, who recommended a full re-roof due to the existing roof nearing the end of its life. In light of this, we have offered to cover half of the re-roof cost as well as the costs of any necessary interior repairs as a good will gesture. 

  Ms. ******** signed the contract for her solar system on 1/29/2019, with the agreement taking effect on 2/7/2019. The contract included a 5-year roof penetration warranty, which expired on 2/7/2024. However, we are offering this assistance as a courtesy. Despite our offer, Ms. ******** has not yet provided a response on how she would like to proceed with her share of the costs.
  

  Ms. ******** stated there is mold growing around the leaks, we are in complete agreement, V3 will take over the cost of mold remediation, however we are unable to move forward with the remediation, until the roof has been repaired. Ms. ******** previously mentioned that she was planning to replace her roof in the next few years, which is why we believed the offer for a full re-roof would be satisfactory. We have made numerous attempts to get this remedied and completed, however the customer has not responded to our multiple attempts to get this scheduled, as the cost to replace her roof will partially need to be covered by the homeowner for leaks that are non solar related.

  We are not clear where Ms. ******** is stating a HIPAA form was sent to her? This would not come from our company.

  Please understand, we are still happy to split the costs for the necessary repairs and would like to get the work scheduled as soon as possible, but we require her confirmation before this can take place. We offered to cover $4,250.00 for half of the $8500 roof replacement. There will be an additional uninstall/reinstall charge for the removal of her solar panels, typically that cost would be $4999.99, but we have agreed to only charge $2500 for this service. Thus, we have offered a total good will gesture of $6,749.00 to help relieve the financial burden to Ms. ************************* you,
  

  
  

• Initial Complaint

  Date:02/07/2025

  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.

  We have had a solar lease with V3 electrical since 2014. In November 2024 we noticed a leak in our ceiling right below where the solar panels are on our roof. We contacted V3 to come and inspect. The first ********** that came out, said one of the clips had broken from the solar panel and had caused a leak into the roof. He attempted to repair with tape. The roof continued to leak. We called V3 again. The second ********** came out and attempted to put goop on the hole this did not work We received communication from V3 stating that the hole in the roof and the leak was not their responsibility and that we would have to pay them to remove the solar panel and hire our own roofing contractor to repair our leak. We have made multiple attempts to contact V3 to get an estimate on how much it will cost to remove the panels. They have not responded We had a roofing contractor come and look at the roof and he said that a roofing contractor will not touch the project because the solar panels are on top of the hole. We cannot call another solar company because its V3s equipment. As of today, February 6, 2025 every time it rains, water is coming into our house. It drips from the ceiling down the wall across a light switch and onto our wood floor. We have also requested a signed copy of our lease which they have not provided as of this-date. We have paid monthly to V3 Electric since 2014 for our lease. We have never missed a payment. Last week we filed a complaint with the state contractors license board. We sent in the formal complaint with a copy of the letter that we have to V3. This does not remedy the leak.  

  Business Response

  Date: 02/10/2025

  Hello,

  
  We would like to take a moment to clarify our position regarding the customers roof leak concern.
  Unfortunately, we are unable to cover the cost of reroofing, as the customers ******* roof workmanship warranty has expired. Per California regulations, the standard workmanship warranty for solar installations extends for 10 years from the installation date. As such, V3 Electric is not responsible for any roof repair costs beyond this timeframe. We understand that roof leaks can be stressful, which is why, as a courtesy, we dispatched a technician for an assessmenteven though the warranty period had already lapsed. Following the inspection, our technician determined that the leak appears to be due to the natural shifting of the roofs footing over time. Typically, if roof repairs require the removal and reinstallation of solar panels, there would be an associated service charge. However, as a goodwill gesture, we have offered to cover this cost on a one-time basis.
  On Friday, February 7th, we reached out to schedule an on-site assessment of the leak with our crew. At that time, the customer informed us that they had hired their own roofing contractor and would only allow V3 Electric on-site if we agreed to cover all costs associated with that contractor. Unfortunately, as this issue falls outside the original warranty period, we are unable to assume liability for the condition of the roof beyond 10 years.
  Regarding system maintenance, our responsibility is to monitor the solar systems performance and ensure it is operating as expected. Should any performance issues arise, we will promptly open a service case to address them. However, repairs or maintenance related to the roof itself are outside the scope of our warranty. We encourage the customer to reach out so we can provide assistance within the limits of our service.
  While we understand the customers frustration, the leak was reported more than 10 years after installation, placing it beyond the coverage period of the original warranty. That said, we remain committed to offering support where possible and assisting the customer in navigating next steps.
  Please let us know if further clarification is needed.

  Thank you, 

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

  Customer Answer

  Date: 02/10/2025

  I am rejecting this response because:

  V-3 was contacted November of 2024 with regards to a leak right under one of the Soar panels.  They sent out a service crew that inspected and at that time told us that one of the clips had broken and caused a leak in the roof.  At this time the crew attempted to patch the leak with tape.  V-3 was contacted again when the leak persisted.  V-3 sent another crew out and they attempted to put goop on the leak.  This attempt at repair did not fix the problem.  We have repeatedly asked for a signed copy of our lease agreement.  They have only provided an unsigned copy.  In reviewing the copy they provided to us, we can not see any provision indicating that the solar panel installation workmanship is covered for such a term.  If the workmanship is only covered for such a term, why did two crews attempt to repair the roof that the broken panel had caused?  

  We have repeatedly tried to contact V-3 during the rainy days of Dec, Jan, and Feb to only receive a reply on Feb 3 by email which I have provided in my first contact with BBB.  They stated in this communication that they were not responsible for the roof repairs and there would be a charge to us to remove the panels so we could repair the roof.  

  We were contacted on Feb 7 by *** ****** ******************* V-3) stating that he would like to send a crew out to repair the leak in the roof. We declined this offer as we have already hired a roofing contractor because this leak has been getting worse since November.  When it rains, it is getting our ceiling wet, the wall and the electrical switch.  We cannot wait any longer for V-3 to figure out what they're doing.   We are very confused by the slow inconsistent responses.  

  On Feb 10, 2025 my husband received a text message from V-3 stating:

  Update from V3 Electric:  We are starting the process of subcontracting your Roof Repair for your solar project at (address withheld).  Two or more of our subcontracting partners should reach out to you within the next two weeks.  Thank you!

  Please note the inconsistency and lack of a signed contract.  Thank you and we appreciate the BBB looking into this case.

  
  

  Business Response

  Date: 02/12/2025

  Hello,

  We would like to provide clarification regarding the complaint submitted by customer.
  V3 Electric was not notified of any roof leak until six months after the expiration of Mr. ******** 10-year roof warranty. As a courtesy, we dispatched a technician to assess the issue and determine whether a standard patch could resolve the concern, unfortunately the leak persisted beyond what a routine repair could address. Roofs naturally deteriorate over time, which is why our warranty covers repairs only within the 10-year period.
  Mr. ******* has referenced his contract multiple times, and we have explained that businesses are not required to retain records, including contracts, beyond four years. We are still committed to helping resolve the customers concerns which is why we offered to uninstall and reinstall customers panels at no additional cost to the customer, this is not something we typically do, especially given that it was 10 years late

  Please let us know if any additional information is needed

  Customer Answer

  Date: 02/14/2025

  I am rejecting this response because:  This was the first we were told that V3 was not obligated to provide us with a signed contract.  We were told that they were looking for it.  We were also told that the service **** would contact us before this last rain.  Following their track record- no one called.  

  We had to hire another roofing contractor to repair the roof because V-3 failed to properly repair the 1st and 2nd time.  V-3 did not respond to our complaints until we contacted the BBB and the contractors board.  The roofing contractor has taken pictures of the damage the solar equipment caused to the roof  it was not roof failure.  It was the mounting of the equipment failure and initial poor installation.  The consumer is at the risk of a solar companys integrity. Most consumers cannot get up on the roof to check whether the solar company has done an adequate job.  V-3 has shown a lack of integrity by dragging their feet and causing this leak to go on throughout the winter.  

• Initial Complaint

  Date:01/22/2025

  Type:Product 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.

  V3 Electric needs to complete the *** NEM Upgrade Application. The company sent a consultant with a drone to collect all pertinent information, I do not know the specifics of the solar panels, connections, ratings, etc, that is required on the form. When we moved in, the solar system was already installed. The purchase closing documents I received at escrow, do not have any of the specific information required on the ****** form.The consultant who reviewed our property should have all of that information. We did not receive a report after the completion of his survey.If V3 cannot assist with the completion of this form, they should let Sunnova know in advance. That way, a different company can assist its customers, and not promote service delays, so that system upgrades can be made. We have been waiting since late summer 2024 for a simple Tesla battery installation/************ us get it installed, complete the *** Form for NEM switch, and get our backup service going,   

  Business Response

  Date: 01/27/2025

  Hello,

  Thank you for bringing this matter to our attention. We appreciate the opportunity to clarify the circumstances surrounding this concern.The customer in question applied for the **** incentive program, which requires specific information and documentation to be submitted to their utility company for eligibility review. While we strive to assist customers with most aspects of the process, in this case, we were unable to access certain required information because we did not perform the customers original solar installation.This limitation means we must rely on the customer to provide documentation that only they can obtain. Utility companies and the prior solar installation company will not release this information to third parties, including us, regardless of our attempts to assist.We understand the importance of keeping projects on schedule and remain committed to supporting the customer to the best of our ability. However, proper documentation is a requirement for the battery installation and incentive application to proceed.We remain available to guide the customer through any remaining steps and assist with any challenges they may encounter while gathering the necessary documentation. Please let us know if further clarification is needed.

  Customer Answer

  Date: 01/28/2025

  I am rejecting this response because:I was not told until the very end of this process that V3 had no access to installation or solar connection data-this is false because V3 sent a consultant who looked at outside equipment and flew a drone over the house to get panel and inverter information. V3 received the request for Solar battery installation request from *******. They could have requested necessary documentation at that time. I am requesting a full refund of my $1,000.00 deposit
  

  Business Response

  Date: 01/31/2025

  Hello,
  We sincerely apologize for any confusion regarding the site survey process. To clarify, the technician who visited the customer's home with a drone was conducting a standard site survey, which is an essential step in determining where we can safely install the battery system. This process involves measuring the roof and walls, reviewing the main service panel (MSP), and verifying a viable installation location for solar, a battery, or both.
  Its important to note that a site survey does not involve collecting sensitive information for the **** Incentive application. As mentioned in our previous response, we do not have direct access to some of the details required for the **** application, which is why we requested the customers assistance in providing the necessary information.
  While we regret any misunderstanding, we completely understand if the customer prefers to cancel. An account manager will be reaching out to finalize the cancellation details. 

• Initial Complaint

  Date:01/15/2025

  Type:Product 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 was sold a solar system that will not work in my area. After months of service calls; I was finally told my solar panels only collect 1/2 of a kilowatt an hour through the solar panels V-3 Electric Installed. This is because we live in a forest area and the trees around my property (not on my property) shade the panels throughout the day. I was told the system should have never been installed. That V-3 statement that I will have plenty of sun, was not only untrue but impossible. That my home requires at least 4 kilowatts an hour. I am now paying my full PG&E bill and my $265.00 Solar payment. The Sales Representative ******* ***** of V-3 Electric misrepresented the ability of Solar Panels being installed and lowering my monthly electricity cost. V-3 Electric employees and representatives have repeatedly lied to me that the weather was the issue and my system would work fine on sunny days. They took advantage of me and my husband, both retired on a fixed income. There is no way we can afford a full ****** monthly bill and $265.00 to V-3 for the next 20 years. V-3 made fraudulent claims of the effective of their Solar System.

  Business Response

  Date: 01/17/2025

  Hello,
  Thank you for reaching out to **. We sincerely apologize for any inconvenience the customer may have experienced during their project. We value their concerns and appreciate the opportunity to provide clarification.
  After reviewing their contract, we confirmed it is financed through *******. As part of their standard procedure, Sunnova requires a shade report before solar installation to assess potential shading issues that could impact the systems performance. This report helps determine the optimal placement of solar panels for maximum efficiency and calculates the systems production potential, allowing us to provide an estimated and guaranteed annual production.
  Since the financier offers a production guarantee, the customer may qualify for compensation if the system does not meet the guaranteed production.
  If shading from a neighbors trees has increased over time and is affecting the systems output, we recommend discussing potential trimming or adjustments with the neighbor. Additionally, the customer may contact ******* directly to review the shade report and evaluate how shading might be influencing their solar systems performance and production.
  We are happy to assist further if the customer has additional questions or concerns.

  Customer Answer

  Date: 01/23/2025

  I am rejecting this response because: V-3 Electric takes no responsibility for selling a system that will not work in my area.  Suggesting I ask my neighbors to cut theirs 150 pine trees, when we live in a National Forest is unreasonable.  Its been 3 months, a half-dozen service calls from V-3 Technicians and now its Sunnovas problem.  Why hasnt a Shade report been discussed before ?  Why havent I ever received a copy of this report? Why is there no accountability from V-3 Electric on the false statements made by their Sales Representative ******* ***** i.e; you need to have just one tree removed from your front yard, and youll get plenty of sunlight. You can use all the electricity you want!.   youll save money on your electricity usage!.   Well take care of everything!.  I need the Shade Report and who to contact at *******. Although I would think it would be the responsibility of V-3 Electric to communicate their findings that my home does not have enough sun exposure for solar power. V-3 should accept responsibility that they misled a disabled, senior citizen, on a fixed income.  
  

  Business Response

  Date: 01/27/2025

  We appreciate the opportunity to address the concerns raised by the customer. As outlined in our previous communication, if shading from neighboring trees has increased over time and is impacting the solar system's performance, this issue would need to be addressed directly with the neighbor.
  A shade report was conducted prior to the system's installation to ensure it was designed to function optimally under the conditions present at that time. However, it is the homeowners responsibility to ensure that trees or other obstructions do not interfere with the solar panels, as this can significantly affect production.
  That said, we are committed to assisting the customer in resolving this issue. We will have one of our representatives follow up with them to escalate their concerns with ******* and provide further support. Additionally, we will ensure that the requested shade report is shared with the customer to provide greater clarity.
  We take feedback seriously and regret any inconvenience this situation may have caused. Our goal is to work collaboratively with all parties involved to achieve a satisfactory resolution.
  Thank you for your time and attention to this matter.

  Customer Answer

  Date: 01/28/2025

  I am rejecting this response because: my system was installed 3 months ago, my neighbors trees were over a 150 ft. tall, and V-3 was well aware I live in a National Forest when the shade report was conducted. The growth would be negligible.  What V-3 is failing to admit; the trees shade was an issue when they sold me the system. They belabored admitting this with numerous service calls, until finally their own technician stated their is too much shade throughout the day, to power your system. Send me a copy of the shade report, notify ******* and have their Representative call me.  

   

  
  

  Business Response

  Date: 01/28/2025

  We would like to clarify that our intention is not to place blame on the complainant's neighbors' trees. Rather, our explanation is meant to highlight that any growth in vegetation since the initial shade report was conducted could potentially affect the system's performance. However, this does not necessarily mean it is the cause of the reported issue.
  To address this matter proactively, we are committed to assisting the complainant in moving forward. Specifically, we are offering to help them connect with ******* to review the shade report that was initially approved and to ensure that ******* honors the terms outlined in that report.
  Our goal is to resolve this issue fairly and satisfactorily, and we are dedicated to working collaboratively toward a solution. Please do not hesitate to reach out if further clarification or documentation is required.
  Thank you for your continued support in resolving this matter.

• Initial Complaint

  Date:01/11/2025

  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.

  (To get a clearer understanding, "Gmail - V3 timeline pdf" was attached.) To get a complete look at where the leaks were coming from, I removed the ceiling and discovered that in at least 8 places the mounting jacks missed the rafters and split them from not pre drilling holes to locate the rafters and to keep them from splitting. I took photos of the damage and sent them via text to V3. 3 days later, they sent a crew to tarp the panels again, which did nothing to stop the water from going underneath the tarp and panels, allowing the leaks to continue. I called again. I was contacted soon after that, that a roofer was coming to inspect the area. He concluded that the misplaced jacks were indeed the cause of the leaks. A bid was submitted and approved for the roofer to go forward with repairs, which entailed the removal of the panels and jacks. A date was scheduled for removal, but, the morning it was to be done, I called to confirm their arrival and was told that they were only coming to inspect. I informed them that it had already been inspected and repairs were approved and that their crew was to remove it, not inspect it. I also told them that the roofing company has the repair scheduled for Jan. 20th. I was told that someone would contact me. no call back. I called again and was told that they were in a meeting and would call me right back. 3 days later, no call. Every time I would call, they were always in a meeting. Only when I threatened Suet did I get a response. Jan 10th, I went to V3 to confront them in person. Again, they were in a meeting. Only through persistence did I get to talk to *** ****** (an energy consultant) who listened to my story and viewed the pictures and promised to find a solution to my issue. Mind you, every visit to my home requires me to be there to give them access, meaning a loss of wages. So far, I have lost 6 days work at $300.00 a day for a total of $1,800.00. And those are only the days after the leaks were detected.

  Business Response

  Date: 01/13/2025

  Hello,

  We appreciate the opportunity to address the concerns raised by the customer. We sincerely apologize for the inconvenience and frustration this experience has caused the customer. We have been in active communication with the customer and their partner to resolve the issue. We have provided the customer with scheduled dates for the resolution: the removal of the panels is set for January 17, and roof repairs are scheduled for January 20.

  We once again sincerely apologize for the inconvenience and remain committed to addressing the matter promptly. 

  Customer Answer

  Date: 01/15/2025

  I am rejecting this response because:  I would like to go forward with the removal of the solar panels and the scheduling of the roof repair. However, I do not want to close my claim/complaint with the Better Business Bureau just yet since V3 has had the habit of scheduling things with us and not following through. We've experienced numerous instances where we will schedule something to be done only to have someone show up to do something completely different or something that does not need to be done anymore within the last year and a half. If the Better Business Bureau sees it fit to close our claim in order to have our roof fixed, we would understand. I imagine we could submit another claim with the Better Business Bureau if V3 does not follow through with their promise. 

  Thank you for your time.

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

  
  

  Business Response

  Date: 01/16/2025

  Hello,
  As outlined in our previous response, we have spoken with the complainants husband and confirmed an appointment for the removal of the solar panels on January 17. Additionally, roof repairs are scheduled to take place on January 20.
  While we understand and regret that the overall experience during the installation process did not meet the customers expectations, its important to note that the roof leak occurred after the completion of the solar project. To address this, we have engaged a third-party company to perform the necessary roof repairs.
  We are committed to keeping the customer informed throughout this process and ensuring timely updates. We hope this resolution helps us move forward positively and restore the customers confidence.

  Customer Answer

  Date: 01/17/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me as long as they show up on the dates promised and fix the problem.
  
  

• Initial Complaint

  Date:01/08/2025

  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 signed a contract with V3 Electric to install a solar powered battery system on 12-1-23. I was told that this would be installed after the solar panels were installed, this process was completed by Jan 25th, 2024. I was informed that I would be contacted to arrange the installation when a date would be set. I waited for several weeks and followed up with contacting the company by text in May 2024, they could not find the contract and said they would get back to me. I texted again in June, July, eventually emailing the company to explain why the installation had not occurred. I sent my copy of the contract in September; they found their copy and the plan was to install but I needed to wait for an available appointment date/time, they still did not follow up. I emailed in Oct 2024 requesting a date and messaged back that they are working on a date, never heard back. I emailed on 12-1-2024, one year from the date of signing and requested to cancel the contract and refund my down payment of $1,000.00, On 12-3-2024 I received an email stating that the project is cancelled, and an account manager would contact me to finalize the cancellation. As of today, 1-8-2025, no communication has been received. I just want this to be over, to cancel the contract for their non-compliance and receive my refund of $1,000.00.

  Business Response

  Date: 01/13/2025

  Hello,

  
  We sincerely apologize for the inconvenience and frustration this customer has endured throughout their experience with us. After reviewing our records, we found that the contract for the battery system was signed in April 2024. Unfortunately, it appears no further action was taken to complete the project, which falls short of the standards we strive to uphold. For this, we deeply regret the inconvenience caused.
  We are fully committed to resolving this matter promptly. We are more than willing to process a full refund of the $1,000 down payment as requested. Alternatively, if the customer wishes to proceed with the project, we are ready to prioritize its completion to their satisfaction. We completely understand and respect their decision to cancel under these circumstances and extend our heartfelt apologies for this experience.
  We reached out to the customer on January 8th following their complaint and followed up again today, January 13th, to address their concerns.
  Once again, we sincerely apologize and appreciate their patience as we work diligently to resolve this matter.

• Initial Complaint

  Date:01/06/2025

  Type:Billing 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.

  The process of adding a second solar system to my home with V3 electric started early July 2024. Spoke with sales associate about adding a second system to completely "get off PG&E grid" and not have a true up with PG&E at the end of the year. Site inspection to come up with a plan of where to add new panels and batteries in mid July. Plan was complete and "approved" original install date was scheduled for August 29th/30th 2024. On day of install, crew showed up to do the work, realized the site plan that was approved would not work bc batteries cannot be installed within 3ft of windows/doors and same with hot water heaters and HVAC units. Called manager and manager still told them to proceed... started drilling holes in stucco only to realize that the 3 original batteries that the plan called for wouldn't fit on exterior wall. Install crew left. A month and a half passed. On October 11th, a completely different install crew (who knew nothing about the previous issue) showed up to install a completely different battery system with same site plan. Tesla battery install and additional solar panels installed that day. after manager switched system completely. However, It is now January 6, 2025 and I still do not have an up and running (permit to operate my system). So I have still been paying my existing solar bill along with a PG&E bill that continues to get more expensive each month and now a true up bill from 2024 of $4500 due this month. V3 states that the contract that I signed never stated a date promised for service. Bothers me the most is their lack of customer service and respect for customers. Even their install teams have only negative things to say about the management side and that it's not a repairable company to work for. I asked both install teams their thoughts on the company. I mostly would like to get the word out about V3 but I also believe I am entitled to a credit since I have been trying to complete this solar process since August 2024. 

  Customer Answer

  Date: 01/08/2025

  Subject: Response to BBB Complaint Lack of Billing Statement/Receipt from V3 Electric
  
  I am writing in response to the request for additional information regarding my complaint about V3 Electric. I would like to clarify that I do not have a billing statement or receipt from V3 Electric for the services provided. This lack of documentation is part of the issue I have encountered throughout this process.
  
  The main concern I raised in my complaint was the delay in the installation and completion of my solar system, which led to additional charges on my PG&E true-up bill. Due to the slow installation and lack of timely response from V3 Electric, I was unable to activate the solar system in time to prevent unnecessary energy costs, which could have been avoided if the system had been installed as scheduled.
  
  I believe that this delay and the resulting additional charges are the direct result of V3 Electrics failure to fulfill their responsibilities in a timely manner. I hope that this clarifies my situation.
  
  Thank you for your attention to this matter, and I look forward to any further assistance the BBB can provide in resolving this issue.
  
  
  
  

  Business Response

  Date: 01/11/2025

  Hello,
  We sincerely apologize for the delays and challenges this customer has experienced throughout the process. We understand how frustrating delays can be, and we are committed to ensuring that all systems are operational as quickly as possible.
  The request to change battery types unfortunately introduced additional complexities that resulted in unexpected delays. According to our records, the final inspection was successfully completed on January 8, 2025, and we have since submitted the necessary documentation for interconnection approval, which grants permission to operate (PTO).
  We are closely monitoring the status of the *** with the utility company and expect the system to be fully operational shortly.
  Once again, we deeply regret the inconvenience this has caused and appreciate the customers patience as we work to resolve this matter promptly. We remain committed to delivering a resolution and ensuring a smooth experience moving forward.

  Customer Answer

  Date: 01/17/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern.