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:05/09/2025

  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.

  Employee of the company failed to provide proof of permit for solicitation in the city of ****************** on 5/9/2025. All door-to-door sales professionals are require to have proof of payment of the City Business License Tax as outlined in section ********** of the San ******* Municipal Code, and this additionally states that any solicitor is required to present this proof when asked by any person being solicited. Furthermore, the solicitor did not leave the property when told multiple times that we were not interested. I'm requesting contact by an official representative of the company to make them aware of the incident and hopefully improve their communications in the future.

  

  Business Response

  Date: 05/16/2025

  Hello BBB, 

  This response is for ******* ******** who had a negative experience with a door-to-door sales person. First of all, I apologize for this unpleasant experience and the fact that this sales person failed to present a valid permit for solicitation as well as not leaving the property when asked to. I will explain how our platform of sales teams work with ****. We do not sell ourselves but we hire sales partners to sell our solar products. Currently we have 260 sales partner companies who sell for us. Unfortunately, not all of these sales companies have complied with expected regulations, ie: permit for solicitation. I do not know if Ms. ******* was able to get the name of the person who went to her property, but if I can get the name, I can address this concern with the sales partner he works directly for.

  When we received this complaint, I did call Ms. ******** left a voice mail and I sent an email as well. I would be happy to talk to her and explain this but most importantly, I would like to get the name of this person so we can address this and ensure he never returns to this home. Please let me know if it is possible to set up a call. 

  Feel free to reach out to me at *************************************** or call my cell at **************. 

  Best Regards, 

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

  Customer Support Manager

  ********************** 

• Initial Complaint

  Date:09/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I originally spoke with Axia solar by phone in August of 2023. I agreed to purchase a system including 8 panels for the price of $9.600.00. I paid the price in full, and the panels/system was installed in November of 2023. After 10 months, this system is still not fully functional. I have been in constant contact with **** to inform them that the system is not providing any energy and that I am still incurring monthly SCE bills. I have paid $1,465.21 this year. I was actually the one that finally obtained the *** from *** this year after several failed attempts by Axia/Steadfast. My POC was ******* *********. She is no longer with Axia. My new contact is Aiven, no last name was provided. This year in June, I was informed that the issue was my Wi-Fi signal. I ensured **** that this was not the issue. A technician came out to install a signal booster in July 2024. It did not resolve the issue. The technician assisted me with installing the mobile app. We could see that the system was generating power but where was it going? Not to SCE or myself. I continued to contact **** regarding my system. They stated that there was a missing part. Upon requesting reimbursement, I was informed that the normal policy of **** is to settle up with customers once their system is fully functional. I was asked if this was acceptable. I replied that at this point in time, 10 months later, I did not think that this was acceptable and that I wanted to be reimbursed for my SCE costs. I did not receive a reply. I have used the following email addresses: ************************************** ****************************************** ************************************** and the following phone numbers:*****************-738-5806, ************, ************. I would like the following relief: my system to be fully functional, to generate energy for my home and to be reimbursed for the current and any additional SCE costs.

  

  Business Response

  Date: 11/08/2024

  Hello BBB and *** *******, 

  I have reviewed your file and want to first apologize for the delays and frustrations you have experienced as an Axia by Qcells customer. Your timeline of interactions does appear to be accurate, including the installation date of November, 2023. Unfortunately, the project coordinators (******* and ******) who were supporting you with service are no longer with Axia by Qcells so I was not able to confer with them. I have ordered system performance analysis reports and will get those back next week. What these reports will do is tell us how much energy your system is making and how well it is performing. I have asked them to go back 6 months to see what happened. When I receive that information, I want to evaluate if there is anything wrong and what options we may have moving forward. 

  I am sorry for the frustration you have had with getting solar and I hope I can get you some answers and solve this together.  Thank you for your patience as I try to gather information and get you some answers. 

  Best Regards, 

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

  Customer Support Manager

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

   

  Customer Answer

  Date: 11/09/2024

  Good Afternoon, ****. I am very pleased to finally see a response. I am however a bit confused in that you did not mention any type of reimbursement for my SCE bills while I have waited for my system to begin functioning. To date the bills total: $1,742.97. I am a bit concerned that you have not provided me with any contact information. I feel that a direct phone call would help to more quickly find a resolution to this situation. I am willing to wait for you to receive the report and get back to me. I am as anxious as you must be to get to the bottom of this. I am thankful for your communication and hope that I will be hearing from you soon. Respectfully, **** *******

  

  Business Response

  Date: 11/19/2024

  Hello ****, 

  I am working with ****** ******* on this and he has reached out to you to schedule a meeting with both of us. We would like to schedule this meeting as soon as you are available. We have time today, Tue 11/19/24, between 1-5pm and if that doesn't work, we both have time tomorrow afternoon as well. 

  I look forward to talking to you soon. 

  Best Regards, 

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

   

• Initial Complaint

  Date:08/26/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Name is ******* ******* **** about 2 and 1/2 years ago, A company, ***********, which went out of business about one year, ago. I was told by power homes that the Solar System, which has Generac equipment, that the system had a 20 year warranty. The system is not working. I have contacted Generac who tell me that a component in the system (one of the solar panels), is not working, and that because Generac does not manufacture the Qcells solar panels, that I have to reach out to Qcells to get the panel replaced. I have reached out to Qcells by email and have not received any response, I have called Qcells and I get a recording to leave a message, when I attemped to do that I get a response from all the numbers called that the mail box has not been set up to receive massage. Generac, will not repair the solar system, which I have paid$40,000 for and is currently not working, because they say a component in the system,a solar panel is not working and that they do not manufacture the panels, that i have to contact Qcells. I have tried on a number occasions, to contact Qcells,without success. I feel as though I am being Scamed...

  

  Business Response

  Date: 10/02/2024

  ******* ******* is not a customer of **********************. ********************** is the residential sales and installation division of Qcells and do operate independently from Qcells Corp. ******* bought a system from Power Homes and unfortunately, they went out of business. They advised him to contact Qcells about the warranty on his solar panels. I did forward this complaint to a Qcells representative today and they are going to conduct an investigation to see if the solar panels or solar equipment is faulty. I have asked them to keep Axia by Qcells updated even though the solar panel warranty is not part of our business unit. I will continue to check updates on the process of the Qcells' product warranty division. 

  Customer Answer

  Date: 10/03/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* L *******
  
   
  

• Initial Complaint

  Date:08/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  System stopped working on 7/19/2024, so far still no fix after almost 2 weeks.

  

  Business Response

  Date: 10/02/2024

  ***** ***** reporting a system problem to Axia by Qcells on 7/20/24. Axia by Qcells sent a team to diagnose the problem and schedule a repair. This repair was completed on 8/23/24. 
  

• Initial Complaint

  Date:07/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally lodge a complaint regarding the solar system installation at my residence, ******************************************************************* The system was installed and approved by **** on June 5. However, it is not currently operational. Upon contacting SDGE, I was informed that the issue stems from your company not filing the necessary net metering application, which is essential for the system to function *********** Project Coordinator, ******* *********, has informed me that she is not responsible for this process at this stage and has been unhelpful in providing a contact number for the permitting department. As a result, I am left in a difficult position with no clear direction on how to resolve this issue.I am extremely disappointed with the level of service provided by Axia Solar. It is unacceptable that a crucial step in the completion of my solar project has been overlooked, causing significant inconvenience and frustration. I believe it is the responsibility of Axia Solar to ensure that all necessary applications and permits are properly filed and that the system is fully operational.I urgently request that you address this matter promptly by filing the net metering application and providing any necessary follow-up to ensure my solar system becomes functional. Additionally, please provide me with the contact information for the relevant department or person who can assist me further.Thank you for your immediate attention to this matter. I look forward to your prompt response and resolution of this issue.Sincerely,Gem Oca

  

  Business Response

  Date: 10/02/2024

  I have spoken to Gem Oca multiple times since August 2024. First of all, we finished her solar system and it is now working properly. There were some delays  from our contractor installation company. We then had to wait for the electric company in *********, ****, to grant her permission to operate (PTO) her solar system. That has also been completed.  Once that was resolved, then we discussed her complaints and came to a resolution that we owed her $1,000 for overpayment and we are in the process of cutting her a check that will be sent directly to her. I personally spoke to Gem in September 2024 and she was satisfied with our resolution. As soon as she receives the check, the case with Axia by Qcells will fully closed. 

• Initial Complaint

  Date:03/06/2024

  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.

  **** SOLAR IS ROBOCALLING INDIVIDUALS AND VIOLATING THE TCPA. I HAVE SENT THIS COMPANY NUMEROUS EMAILS AND HAVE BEEN IGNORED. I HAVE TRIED TO CALL NUMEROUS TIMES ONLY TO BE MET WITH LONG HOLD TIMES AND THEN A PROMPT DISCONNECT. THIS COMPANY IS DEPLORABLE NO ONE SHOULD BE DOING BUSINESS WITH THEM. THEY DO NOT DESERVE THE BBB RATING THEY HAVE AND THEY SHOULD BE ASHAMED OF THEMSELVES.

  

  Business Response

  Date: 10/02/2024

  As a representative of **** Solar, I have recently taken over in responding to BBB complaints. I gained access to these complaints on 10/1/24. Here's some feedback on this case ID 21395160:

  1. I researched **** or **** ********* at the email address of *************[email protected] and phone number provided and have no record of her emailing or calling us. 

  2. We do not robocall anybody and we have never violated the TCPA Act via robocalling. The only customers who get called are ones who filled out a survey online and provide their email/phone number to be contacted. Many times customers forget they have filled out an inquiry form online. 

  3. I searched our database for any contact with **** or **** ********* and did not find anybody with this name, phone number or email address. I did sent a request to our IT Dept asking for them to do a deeper dive to try to find any contact from any of these sources provided in the complaint.

  Customer Answer

  Date: 10/03/2024

  Luck for me I have al of these calls recorded on my end and can absolutely prove as such. **** has called the number 469-******** 5 times at different dates starting in December 2023 going through april of 24. The company can reach me at the email stated in there response *************[email protected] before I file A FEDERAL LAWSUIT AGAINST THEM FOR TCPA VIOLATIONS.  

  

  Business Response

  Date: 10/10/2024

  Hello **** and BBB, 

  I sincerely apologize for the negative experience you have had with **** by Qcells. It is never our intention to create a bad experience for anybody. I do understand how frustrating robocalling can be for consumers. I will explain our process in more detail here. **** by Qcells only uses a zoom phone system, which is manual dial only. We do not robocall any consumers, nor do we have a robocall system here. Also, we have a company we use called Modernize and they capture and process solar customer leads.  Additionally, Modernize is the company who manages and monitors the TCPA compliance for us regarding for their solar ads that generate sales leads. Modernize requires that any potential customer click on the acknowledgement that they are entering their contact information before they can refer the lead to us.  

  Regarding the phone communication exchange, I did order a detailed report regarding all phone call interaction with **** *********. The phone log report for **** identifies the phone number (469) ******** shows a total of 4 calls between 12/1/23 through 3/1/24. These phone calls were between **** and our employee, ***** **********, Energy Consultant for **** by Qcells. I have attached a copy of this call report to this message here for reference. This details include the date of each call, time of the call, who the call was with and the length of the call. If you have a questions about these specific calls, please let me know. 
  Again, we apologize for any negative feedback **** has had with the phone conversations she had with ***** **********. We would not deliberately intend to make someone feel this way and hope you will accept our apology. 

  Best Regards, 
  **** *********
  Customer Support Manager
  **** by Qcells

  Customer Answer

  Date: 10/11/2024

  Thank you for confirming that **** makes unsolicited phone calls this will aid in my federal lawsuit against ****. The calls received to my cell phone were unwanted and made without the PRIOR EXPRESS WRITTEN CONSENT NEEDED TO CALL IN THE FIRST PLACE. You have confirmed for me that you do indeed make UNSOLICITED PHONE CALLS IN CLEAR VIOLATION OF FEDERAL LAW. Just because you use an outside company to make your illegal outbound calling does not make you any less liable for the calls. I might also like to add that spoofing numbers is also illegal. You can reach me and my husband at the email provided. *************009@gmail

• Initial Complaint

  Date:01/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  had panels installed 03/23. still not connected to the grid.Greenretrofit didn't put in paperwork for pto. No one at **** can tell me anything about whats going on. **** puts blame it on Southern California ******* ****** says they never put in the paper work. **** has people scouring neighborhoods for sells. yet they aren't finishing the jobs.

  

  Business Response

  Date: 10/09/2024

  Hello Mr. Friedman and the Better Business Bureau, 

  I am sincerely sorry that you do not have your solar system activated yet. I was reading through the notes in our database and saw that your system was sold to you by Green Retrofit. Unfortunately, they went out of business. In an effort to help stranded customers, Axia by Qcells has been trying to help these customers get the solar systems they paid for completed and you are one of those customers. I see notes dating back to January 2024 saying that in order to request PTO (permission to operate), SCE needed the customer (you) to request to change the company name from Green Retrofit to Axia by Qcells. I know that may be an inconvenience for you, but we don't have any other way to get you activated and have SCE grant you PTO.  SCE has strict guidelines when it comes to solar activation and this is one of their rules. The last documented note was 9/25/24 from Joseph Thomas and he was trying to push this through. 

  I am the Customer Support Manager and I am here to help you if you need it. I will work with Joseph to try to get this completed with SCE so you can enjoy the benefits of solar. Please accept my sincere apology and I give you my commitment that we will put all efforts into getting you across the finish line.

  Best Regards, 

  Joan Gutierrez

  Customer Support Manager

  Axia by Qcells