Complaintsfor1st Light Energy, Inc.

• Initial Complaint

  06/19/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  IN 2020 a 1st light representative came to our door selling solar panels. Everything they said sounded amazing. we decided to go ahead and sign a contract and that is when the nightmare started. I signed the contract in 2020 due to covid the work was delayed and we understood. We were offered incentives to convince us to say yes to the solar panels. we applied for loan through Mosiac. This loan would covered the new roof, new windows in the entire house and the solar panels. Mosaic disburse the money to 1st light energy, once received they disburse money to the company PRIME ENERGEY OWNER *******************. I spoke to ***** numerous times in the last 3 years but he never showed up to get my windows done. i have text messages that proof all of our conversations. ***** came to my house once took pictures of all the windows but never returned or answer any of my calls or text messages. I called 1st light energy and their response to me was that they were not responsible for 3rd party companies. I was also supposed to receive a $3000 incentive that I never received. Fast forward to a few months ago our solar panels are currently not working. I have been calling the service and repair department daily and leaving voicemails and I have not heard back from them at all. Now 4 years later I have a solar Loan of over $70,000, no windows or incentive and the solar panels are not working.

  

  Business response

  06/26/2024

  We have made contact with this customer and they have a scheduled date of 6/27.

• Initial Complaint

  05/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company is non-responsive.After investing around 38k into my solar project and after 8years of installation, I am unable to reach them anymore. (trying to reach with a service request)phones, emails, contact by website don't work anymore.I have a 10K loan with PSEG and not sure what happens if the panels break/don't function anymore.

  

  Business response

  06/10/2024

  We have been in contact with this customer. There is a discrepancy issue with the contracts. 1st Light Energy has a signed contract with a 25 year inverter warranty detail only, customer has a written contract that includes more details and we are unsure of where it has come from. The signed contract with 1st Light Energy takes place at a later date.

  Customer response

  06/10/2024

  I am rejecting this response because: A salesperson from 1st light energy who brought me onboard onto purchasing solar from 1stlight energy.
  
  "customer has a written contract that includes more details and we are unsure of where it has come from" is UNACCEPTABLE.
  
  This indicates that 1st light energy doesn't honor the sales deals done by their own salespersons and just use them as means to rope in customers.

   

  
  

  

  Business response

  06/11/2024

  Hello,

  The contract provided by the customer is attached to this message with the 1st Light Energy contract that we have on file and has the following discrepancies:

  1) The written Clause "Transportation & Storage" is inconsistent with the rest of the contract and vastly different from any contract that 1st Light Energy has provided or agreed to.

  2) There is a different contract that was signed by the customer Aug. 30, 2015. After the date in which the written contract was signed for. 

  3) The reps are different. The contract that will be honored will be the signed contract on August 30th 2015. 

  Customer response

  06/11/2024

  I am rejecting this response because:

  We as customers do not understand the implications of the company changing the rep on me.

  It was your employee who promised me and signed the addendum and assured it holds good.

  
  

• Initial Complaint

  02/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Company is not responding to my email about leaking solar panels. Sent emails and called a few times with no follow up from the company. See below:Sorry again for another follow up, but once again I am disappointed in the service of this company. I just had my roofing company come out to look at my roof and take pictures before you guys did. I have not heard anything since I sent this email last week. I had a gentleman from the service department call, but that was in regards to a voicemail I left, not in regards to my email.BUT, yet again I have another problem with these panels, they are causing my roof to leak. AND NOT ONLY THAT, leak from a light source which could cause great damage, and it has messed up my ceiling paint. Now there are 3 brackets of concern due to negligence. My roofer said normally he sees bolts being sealed so that leaks like this won't happen. I need an answer soon because we are in the winter months with nothing but water, and if this causes more damage like leaking, mold, or a fire this all traces back to your solar panels.

  

  Business response

  02/07/2024

  Hello,

  It looks like our ********************* attempted to reach out to this customer a few hours before the complaint was submitted. The emails that were being sent to the **************** email looks like they were flagged as spam and caught in another bucket. Please look out for an email from ********************* ****************** or a phone call from a 209 area code number to get scheduled. The skylight that is installed is not an installation by 1st Light Energy and any leaks coming from the sky light 1st Light Energy will not be able to repair. 

   

  Thank you,

• Initial Complaint

  12/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have a leaking roof from where they installed the panels to our roof. we have been trying to reach someone in the ** office as well as the CA office to get someone to return a call. We have been trying to get someone to call us back for 3 weeks now. WE NEED SOMEONE FROM 1ST LIGHT ENERGY TO REMOVE A FEW PANELS SO MY ROOFER CAN STOP THE ***** The damage is getting worse by the day every time it rains. No one is returning our calls.

  

  Business response

  12/21/2023

  Hello,

   

  The last contact we have on file, via email, is dated 8/2/2022. Ticket#*****. This was found using the customers provided email address. In this ticket, there is a removal and replacement that took place. We will reach out to the customer to start another ticket.

• Initial Complaint

  10/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hello. I have been trying to contact the company for some time now regarding a problem that we are having with solar panels that this company installed. I have tried to email and call numerous times and have not gotten a response. Our panels have lost communication and we need to get this fixed. Company not answering phones or returning calls/emails.

  

  Business response

  10/11/2023

  Hello,

  We have received 3 voicemails in the between the 9th and 10th, no record of an email. The company has had to shift its workforce for a recent event and our team is reaching out to customers that have called. There are currently 80 voicemails and 124 missed calls to go through and return; our team will reach out as soon as possible.

  Customer response

  10/11/2023

   
  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.  I would like to mention that someone kindly called me back.  I have left over 15 voice mails and phone calls as well as sent numerous emails.  I was finally able to connect with a gentleman who was able to help me.
  
  

• Initial Complaint

  10/02/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am having roof leaks due to faulty installation of solar panels. Every time I tried to reach the company to fix the problem, they give me the run around and stated that its not their responsibility to repair the damage to my property.

  

  Business response

  10/04/2023

  We have been in consistent contact with this customer and responsive to all request. This customer has a ticket with our company and it was put into our scheduling queue before this BBB complaint was made. The customer reached out to us 13 days ago and previously in September of 2022. We did respond and dispatch in September of 2022, the customer has not reached back out until 13 days ago. Ticket, email, and phone records can be provided to dispute the misleading claims mentioned in the complaint. 

  Customer response

  10/04/2023

  I am rejecting this response because: I have documentation as well to back up my claims. We have to keep reaching out to the company for response and for appointments for someone to check out the solar panels. Our property is damage due to all the rainfall we are having and we still havent gotten a date for when someone to check the solar panels. My husband even emailed them yesterday and hasnt gotten a response. No communication on their part and we feel our concerns are going unheard. Im reporting them because other customers should be aware!
  

  

  Business response

  10/05/2023

  I have attached multiple pictures of contact being made back and fourth and we have been consistent every time this customer has reached out to us. This persons area is incredibly busy at this time and our scheduling department has already been working on finding time to fit this investigation into the schedule sooner than other customers. The customers Husband has acknowledged and agreed, via phone, that if the leaks are found to not ******** related there will be a back billed charge. The customer has not made contact since the 28th of september. The customer just informed us last week that there is another leak. This customer did purchase this residence from a different home owner that had these panels installed with no complaints of a roof leak until the new customer took ownership. A home inspection would have found these leaks and exposed them, requiring repair before the new residents took ownership.

• Initial Complaint

  08/13/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Solar panels were installed in February 2021. We have continue to have a high electric bill despite being told that our bill would be down to zero dollars.My fianc and I contacted the company, and in the end were told that the issues were due to poor salesmanship, and that sales representative is no longer employed with the company. It was also suggested that solar panels should have been installed in different locations of our home, though we were not told that upon initial installation. We had asked for solar panels to be added, or relocated , due to the suggestions and discrepancies, which has not happened and may not happen due to cost. We voiced that we hired this company to be the experts, but are essentially telling us that it should have been installed differently. They also told us that we should cut down the tree in our front yard to allow more sunlight to the solar panels at our expense. They are currently not claiming any reliability. We have asked for back pay and are currently spending several hindered dollars a month ( see bills attached) along with a &192 loan bill per month. This was supposedly brought to the new CFOs attention, though we have not heard any updates.

  

  Business response

  08/14/2023

  Hello,

  The salesman for this system was never an employee of 1st Light Energy; the salesman, *******************, fraudulently portrayed himself to be a salesman for 1st Light Energy while contracting 1st Light Energy to perform the installation of the solar system at this residence. The company has cut ties with this person and their company after discovering the tactics being used. 1st Light Energy is just as much a victim as the individuals he sold solar systems too. This information has been communicated to this customer via email. ********************** cannot be held responsible for the actions of a person that was never an employee nor can it honor promises made by this individual. 

  It was not suggested that the panels, "should have been installed in different locations". The customer did ask if panels could be moved to help with production, or if more panels could be added to help. It was suggested that moving a few panels, or adding more, may help but would not be a financially wise as compared to trimming the tree in the front yard. there has been no official request to make any of these actions happen. No talk of reimbursement has occured as well. An email history can be provided to show the misrepresentation of facts in this case.

  Regards,

  ****

   

• Initial Complaint

  08/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  -installed solar 2017 had the initial solar system installed, but it only covered one meter for the first floor ***** had additional panels installed, to cover the first floor of home, was supposed to include additional meter to cover the electrical usage -the additional panels were placed on the garage - we continued to receive a high bill from con ****** - had reached out to Con ******* they said its a problem with the solar - contacted the solar - went through several conversations with both con ****** and 1st light, with no resolve - con ****** checked and said there was no output from the solar system -in 2022 a technician came from 1st light he said he fixed it so the out put would work, he stated a meter would be added for the garage, but it was not in stock - I continued to receive high bills from Conedison and they say its an issue for the solar to address, my bill is over $4,000 dollars and my lights have been turned off - con ****** said if it was connected properly that when they shut off our lights it should remain on due to the solar power. But that is not what happened - my lights are currently off, I received an email that says they will get back to us in 5-7 days - there are children and elderly in the home, our fridge on the first floor is off, we dont have the money to pay and we need a more timely resolution - we paid for the system, and paid for the additional panels to be placed on the garage so we would have adequate electricity for the entire home

  

  Business response

  08/09/2023

  Hello,

  The system will not produce power without power from the utility. This is a safety feature built into solar systems just in case there is a power outage, there is no power being fed into the grid possibly injuring a utility worker. Please refer to *** article 705 for formal language.I can currently see that there is an issue with at least 1 part of the system; It is the customers responsibility to report any issues to 1st Light Energy. The customer reported an issue to us this morning and we have ticket#***** created for our technical team to review and reach out. 

• Initial Complaint

  07/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Sold ** on the "BEST" solar panels and service and its been 3 months that we've had a non- functioning inverter during the hottest month in history. I've sent multiple emails and phone calls, paid for the service call for the replacement inverter and can't even get a call back. Every number I call leads back to the same voicemail and they do not return the call. This company should be put out of business as they do nothing but take your money. My next step is going to be taking legal action since we have $70k invested in this service and it has not saved us any money since day one.

  

  Business response

  07/21/2023

  Good Morning,

  We received notification that the customer had an issue on June 22, 2023. We inform every customer when a ticket is opened that our technical service team will review the ticket over the next 5-7 business days as they review them in the order they are submitted. They will email with next steps, instructions, or questions.  We contacted the manufacturer of the inverter Solar Edge on June 26th it was approved. Unfortunately we are at the mercy of the manufacturer on how long it takes them to approve and ship replacement equipment. We just received the inverter and the ticket was moved into scheduling yesterday 7/20/23. It has been 30 days which is a reasonable time when waiting for a replacement from the manufacturer.  We were just notified of the issue and per the customers contract it is their responsibility to monitor the system "Customers Responsibility System Monitoring: The Customer agrees that he/she is responsible for monitoring the energy
  production of his/her Solar PV System"

  Also per the contract "The
  Customer agrees to contact ************************** with any problems or issues with the installed system within thirty (30) days from the date the
  Customer became aware of the aforesaid problem. 1st Light will take reasonable measures to remedy or otherwise resolve the problem
  within sixty (60) days from the Customer's notice."

  Thank you

• Initial Complaint

  05/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought solar panels from this company in 2019. I was told they would claim my solar renewable energy credits (SRECs) and I would be paid monthly for them. In April of 2022 I stopped receiving my monthly credits of $175/month. I reached out to the company numerous times without a response. When I finally received a response in July 2022, they told me the Solar panels were owned by another company (Sun run) and I would need to fix this. Ive never had contact with another solar company and Ive never had any involvement with SRECs or GATs (the company who you claim SRECs from). Every time I contact someone from Sun run I get a run around. Were still waiting for this, were still waiting for that. This company sold me on earning these monthly SREC payments and now they dont seem interested or able to help me claim what is mine. When I asked to do this process myself, they told me I would owe them for all the SRECs that they failed to claim for me. Ive lost about $2200 from this company so far and I have no received a response from them in over a month.

  

  Business response

  05/08/2023

  Good Afternoon

  We have submitted everything on our end to GATs, unfortunately we are on there timeline. Once they complete what they need to on their side then we will be able to sell the customers Srecs. Our team has been in contact with the customer and has informed her of this. 

  Thank you

*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. ↩