Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/13/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Gold Rush Energy installed a solar system on our roof in 2021. The very first winter the roof leaked and damaged the ceiling inside the home. After several calls they did come out and told me there was a faulty mount that created the leak and the fixed it, or so they said. They also painted the ceiling a a couple of small places with paint that did not match. Then it leaked again, more serious this time, they sent out a technician who told me that the mount that they used were all faulty and they had other similar problems with other houses. He said they would get back to me with a solution. The the story really begins as they started not answering the phones, not responding to messages or the many emails. We now decided to replace the roof and have the panels removed and remounted properly. After many, many attempts to contact them, and I mean many, i finally went on to Yelp and requested a proposal, and guess what somebody responded. I told them the problem, they said they would look in all of my communications and get back to me. Again after numerous attempts to reach them someone agreed to print out the plans, get the permit to do the work and schedule it. That was a few week ago and we are back to them not responding over and over. I am now in a bind as the roofer can not pull his permit until Gold Rush pull their permit. If you look on **** reviews you will find many complaints similar to mine. I just want to to do what they said they would do which is pull the permit, remove the panel and reinstall after the new roof is installed and repair the sheetrock damage on the interior of the home.

• Initial Complaint

  Date:04/01/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 emailed and called the company since September 2024 trying to get one solar panel fixed. We have only been able to get through to a person once - who stated they were new and would get back to us. Which was back in Dec 24 / January 25. Since then we have left many messages, no response, emailed many times, no response. We have had a panel not working for 6 months +. The customer service is very poor, and we are seeking alternatives to have this fixed and or get a hold of the company for some kind of restitution- checking with our insurance to see if they have any suggestions.

• Initial Complaint

  Date:03/31/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 had solar installed two years ago by Gold Rush, the brackets that they installed missed a beam and have caused a slow leak that we noticed two months ago. We didn't know the cause and filed a claim with our insurance company who had a water mitigation company come out and tear out dry wall and flooring and dry everything out. Once the drywall was out, we saw the source of the leak which was the mis-installed bracket. I called Gold Rush multiple times have left multiple messages. I spoke to a customer service person once, two weeks ago, on March 18, 2025, who said that the roof should be covered if it was their fault and a service tech would call me to schedule a visit. I haven't heard anything since. I have been calling and left multiple messages. Meanwhile my roof is still leaking.

• Initial Complaint

  Date:03/27/2025

  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 had an issue with our solar equipment that was installed in 2023. In 2024 for the months of July, August, September and October, our equipment was down and not producing any energy. While the equipment was down, we never heard anything from Gold Rush informing us of this malfunction. This resulted in an enormous jump in our True-Up charges, as of now these charges are in the amount of $2,333.58. When we reached out to Gold Rush to get the problem fixed it took weeks to get a tech out to fix the issue. The first date I was told someone would be out to fix the problem was a no show and then someone came on the second scheduled day. Since we were informed that Gold Rush is monitoring our system and is responsible for contacting the homeowner in the event of equipment failure, I want to know how Gold Rush intends to handle these charges. I have been trying to reach someone for months. I have left multiple voicemails, requests for call backs on their automated phone systems and sent several emails. I'm starting to wonder if this company is still in business.

  Business Response

  Date: 04/02/2025

    We understand how important reliable solar production is, and we regret any delays in addressing concerns.

  
  Per our contract (Attached above)  while we do provide system monitoring, it is ultimately the homeowners responsibility to review their energy production and notify us of any issues. That being said, we strive to assist our customers as quickly as possible when problems arise. As we did in this situation. We were notified of the issue, we notified the manufacturer and got replacement parts shipped and replaced at no charge by Gold Rush Energy. I've attached a screen shot of the functional system as well. 

   

  I don't see Gold Rush Energy being liable for true up bills. 

   

  Thank you, 

  Business Response

  Date: 04/02/2025

    We understand how important reliable solar production is, and we regret any delays in addressing concerns.

  
  Per our contract (Attached above)  while we do provide system monitoring, it is ultimately the homeowners responsibility to review their energy production and notify us of any issues. That being said, we strive to assist our customers as quickly as possible when problems arise. As we did in this situation. We were notified of the issue, we notified the manufacturer and got replacement parts shipped and replaced at no charge by Gold Rush Energy. I've attached a screen shot of the functional system as well. 

   

  I don't see Gold Rush Energy being liable for true up bills. 

   

  Thank you, 

• Initial Complaint

  Date:03/18/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 had solar panels installed by Gold Rush roughly 3 years ago on our property. We had enough panels installed to cover the main house and outbuildings, and to cover a rental on our property as soon as the transformer was updated. This update was done in January and we contacted Gold Rush to request activation. Multiple, multiple attempts to contact them were made since then. We received and apology email on Feb 25th that he thought he could activate them remotely but could not and he would give me a time and date to expect him and hed get it done. I have emailed, called and texted repeatedly since with no response. We have been paying for these inactive panels AND the pg&e bills unnecessarily since January. What do we do?? Call our attorney? I can gather documents if necessary - please advise.

• Initial Complaint

  Date:02/22/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Summary of Issue:?I am filing this complaint due to excessive delays, poor communication, and failure to complete the reinstallation of my solar panels. My system has been non-operational for nearly 4 months despite repeated requests, follow-ups, and assurances from the company.Details of the Issue:* My solar panel system was initially installed in Fall 2021. Due to a necessary re-roofing project in August 2024, I requested reinstallation at the beginning of November 2024.* On January 7, 2025, Gold Rush sent a crew to reinstall my panels but brought incorrect standoffs for my standing seam metal roof. The installation was aborted that day.* On February 5, 2025, I had a Zoom meeting with the crew to clarify the correct standoffs. As of February 21, 2025, no further action has been taken, and my solar panels remain on the ground.* Throughout this process, I have made numerous calls, left messages, and requested updates, but Gold Rush has provided minimal communication and no clear timeline for completion.Impact of the Delay:* My solar system has been non-operational for months, leading increased True-Up costs from PG&E.* The lack of communication and accountability from Gold Rush has caused immense frustration and concern about the companys reliability.Resolution Sought:?A firm timeline for the correct materials to arrive and for my solar panel system to be reinstalled. If they cannot complete the project in a timely manner, I expect a full explanation and a resolution plan.I am asking the BBB to intervene and hold Gold Rush accountable for their delays and lack of responsiveness.Desired Outcome:* A confirmed installation date with the correct materials.* Improved communication and follow-through from Gold Rush.* Compensation for financial losses incurred due to their delays, if applicable.Monies, per contract:* Paid $12,400 for de-install; completed successfully * Pending $3,100 for re-install; not yet paid, pending successful reinstall. 

• Initial Complaint

  Date:08/09/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Last Fall Gold Rush Energy Solutions installed a residential solar panel system on the roof of our primary residence. They used a racking system to hold the panels in place. We paid 90% of the invoiced amount at time of install. On September 20, 2023 the install failed to pass city inspection. Over the past 11 months Gold Rush Energy Solutions has blamed the city inspectors for being to specific, third party suppliers for being unavailable and that the changes were minor. They are slow to respond to my emails and voicemails. We paid nearly $40,000 and have no solar power.

  Business Response

  Date: 08/19/2024

  Thank you for bringing your concerns to our attention. We sincerely apologize for the inconvenience and frustration you have experienced during the process of installing your solar panel system. At Gold Rush Energy Solutions, our goal is to provide our customers with the highest level of service, and we regret that we have not met your expectations in this instance.
  We understand that the installation at your residence failed to pass the city inspection on September 20, 2023, and that this has caused significant delays in your ability to utilize your solar power system. We acknowledge that our communication with you has not been as prompt as it should have been.
  Please know that we are actively working to resolve the issues with your installation. Unfortunately, the jurisdiction in which your property is located is one of the slowest and most stringent when it comes to inspections. These challenges are not due to a lack of effort on our part. We are diligently coordinating with third-party engineering teams and city officials to ensure that all necessary approvals are made, and we are committed to passing the inspection as soon as possible.
  We are optimistic that the county will sign off on your project within the next month, allowing you to finally benefit from the solar power system you have invested in. We appreciate your patience and understanding as we work through these challenges, and we will continue to keep you informed of our progress.
  If you have any further questions or concerns, please do not hesitate to reach out to us directly. We value your business and are committed to seeing this project through to a successful completion.

• Initial Complaint

  Date:08/08/2024

  Type:Customer Service 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.

  Our PV System has not been working since around 07/18/24. Multiple emails and a voice mail requesting service beginning 07/27/24 have not been responded to. There is a GRES 10 Year PV System Warranty which expires around 04/30/2028 which we are dependent on GRES for performance. The work needs to be done by Gold Rush Energy Solutions or with their written consent. Our current PG&E bill will be $800-$900 more during this billing period.

  Business Response

  Date: 08/19/2024

  Thank you for bringing this matter to our attention, and we sincerely apologize for the inconvenience you've experienced with your PV system. We understand the importance of having your system operational and the impact this issue has had on your energy costs.
  Please be assured that we take your concerns very seriously. Our team is currently reviewing the details of your case, and we will dispatch a technician to your location immediately to address the issue. We are committed to ensuring that your system is functioning correctly and that you receive the full benefit of your warranty coverage.
  Your satisfaction is our top priority, and we will work diligently to resolve this matter as quickly as possible. If you have any further questions or require additional assistance, please do not hesitate to contact us directly.
  Thank you for your understanding and for giving us the opportunity to make this right.

  Customer Answer

  Date: 08/21/2024

   
  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. 
  
  

• Initial Complaint

  Date:07/31/2024

  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.

  On Dec. 11,2023 Gold Rush Energy Solutions provided us with a half re-roof and install Heat tapePro for prevention of ice dams. Dec. 15,20223 : Final payment of $14,440.00 was mailed via check. Dec. 20,2023 : Notified sales rep. **************** that there is an extention cord on the front patio. question of why it was left and why connected to front door electric outlet? all connections were supposed to be in back of house.Dec. 27,2023 *** states that workers are going up to connect two more extention cords that were left unconnected.Jan. 8,2014 *** states that everything is all connected now.Jan. 12,2024 Extention cords still on porch and hanging over the fence and garage door. called *** and he is no longer with company.. new contact ***************************** Sent him a text with photos.Jan. 20,2024 Property mangagement calls with complaint of renter that cords are hanging Jan. 21,2024 **** sent electrician to attach cords. completed over garage, but not front door Feb. 12,2024 **** received for handyman to hook cords over the doorway, $89.00 Feb. 23,2024 Met with owner of Gold Rush, ***************************.. showed him pics and he agreed to repair in spring. April 23,2024 *** sends email to **************************** informing him that we are ready for repair Recieves text from **************************** his team will contact us with a date to schedule May ****** We hired ***** Roofing to give assessement of work done $300.00 Results : Wrong clips applied, insufficient heat tape quality, extension cords not supposed to be used on roof., Heat tape falling off. Cords loose on roof. Need 220 line connection. June 24,2024 Email and text sent to Gold Rush and certified letter followed.. Informing of our dissatisfaction of work. No Response

  Business Response

  Date: 08/09/2024

  A settlement request has been reviewed and approved. Our teams are working on fulfillment currently. 

  Customer Answer

  Date: 08/10/2024

   
  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.
  If the response is a $3000.00 payment to ***************************** or ***************************, then we accept. 
  

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

  Customer Answer

  Date: 08/26/2024

  I am rejecting this response because: 

  Thank you for all of your assistance in our consumer complaint with Gold Rush Energy Solutions.

  Our case number is.... ID  ********

  
  

  The case was closed due to a mutual agreement with payment of $3000.00 to us as a refund for incomplete work.

  
  

  I have allowed 14 days waiting for the check... We have not had any communication from them.
  

  
  

  I am not sure what to do next.... If you can assist us in any way, that would be greatly appreciated..

  
  

  Thank you very much for your time and efforts on our behalf..

  
  

• Initial Complaint

  Date:07/25/2024

  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.

  Gold Rush Energy Solutions installed an ****************** March of 2020 on my home. This winter I noticed a leak in my roof under the the panels. After a month of calling I got them to come out and patch the roof where they had damaged it during the install. 3 months after the roof repair I realized on of the panels that they had to remove for the repair no longer works. After weeks of calls and emails they came out and the Tech told me they must have broken the panel when they removed it and he gave me his Supervisor, ****'s number. I've reached out to several Gold Rush Employees by phone, email, text and left messages for 3 weeks to get any information regarding there timeline for replacing that panel and getting my system back and running. I have not received any communication back at all as to when or if someone is going to fix the problem they admittedly made.

  Business Response

  Date: 07/25/2024

  Thank you for bringing your concerns to our attention, and we sincerely apologize for the inconvenience you've experienced.
  We regret to hear about the issues with your roof and solar panel system. At Gold Rush Energy Solutions, we take customer satisfaction very seriously and strive to ensure all installations and repairs are performed to the highest standards.
  Upon reviewing your case, we understand that a leak was identified in your roof beneath the panels installed by our team, which was subsequently patched. Additionally, it appears that one of the panels removed for the repair has become non-functional.
  We are pleased to inform you that we have sourced the necessary replacement parts and will be replacing the affected components at no cost to you. Our team will be on-site to perform the necessary repairs and ensure your system is fully operational within the next seven days.
  Please accept our sincere apologies for the delay and any inconvenience this situation may have caused. We are committed to resolving this issue promptly and ensuring your satisfaction with our services. Should you have any further questions or require additional assistance, please do not hesitate to reach out to us directly.
  Thank you for your patience and understanding.

  Customer Answer

  Date: 07/25/2024

   
  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 at this time. I will follow up on my complaint if the resolution they provided is not followed through on.

  thank you for your assistance!