Complaintsfor1st Light Energy, Inc.

• 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

• Initial Complaint

  05/02/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  They came canvassing on my neighborhood and they offer me the solar system and I told them that I can't have solar system because I have trees on my backyard and they promised me to cut the trees down so I accepted the contract they came to install the system but they never came to cut the trees so I'm not getting that much sun on my solar panels I contacted the sales person but he won't answer me or get in touch with me I've been paying the solar system plus the electricity service from United illumination company also they told me that I was gonna get at $14,500 credit which I haven't gotten yet *************************** ******************************************************************** I signed a contract with 1st Light Energy, they offered me tree cuttings and removal, smart heating and cooling thermostat and led lighting and they have not comply.my solar panels not getting the right amount of uv rays because trees are blocking the sun but *********************************** assure me that they was going to take care of the trees and thats why I signed the contract, now I an paying UI bills for energy not generated because the sun blockage and the solar panels billsFrom: *********************************** <************************>Subject: Tree Removal Date: March 7, 2019 at 12:13:56 PM EST To: *************************** <********************>Good afternoon *******, this email is written confirmation that Prime Energy in ******* ** will be covering the cost for the tree removal on the right side of the home and removing the encroaching limb of the left side tree on the left side of the house.Thank you *********************************** Regional Director Prime Energy Solar ************************************************ Cell *************

  

  Business response

  05/03/2023

  After reviewing the address on ******* there is a ********** difference. The tree to the right side of the home was removed and a significant ammount of the tree to the left was trimmed back. Almost 4 years has passed since this was done, the tree to the left side of the home has had time to grow back with more room to grow due to the other tree not competing for space/nutrients. The contract was satisfied at the time and 1st Light Energy has not been notified of any issues since completion of the installation.

  Customer response

  05/03/2023

  I am rejecting this response because:This trees never been touch, I've been waiting for four years for a response from *********************************** which I've been calling him and he keeps ignoring my calls, I need this company to stop lying and to be responsible and truthful, they don't have any proof because they didn't do the job, I have my neighbors as witnesses, trees don't grow these huge in four years, the only reason I signed the contract is because *********************************** offered to cut the trees because I refuse solar companies before because my backyard have those trees blocking my roof from the sun as you can see on the pictures, I want a refund
  

  

  Business response

  05/03/2023

  I am only stating what I can See. *********************************** is a part of Prime Energy, a separate entity from 1st Light Energy. If this is a responsibility of that company, 1st Light Energy cannot be held responsible if it is true that nothing has been cut. I have included 2 pictures to show that there was a tree, to the right side of the home when looking at the front door, that looks to have been cut down right before install. This tree is not present after installation.

  Customer response

  05/04/2023

  I am rejecting this response because:My pictures are current and Your pictures are old from ****** and before me signing YOUR 1st LIGHT ************* a storm came and knock down one of the trees and many branches wish I have pictures too before INSTALLATION was done, I signed a contract with first light solar if first light solar doesn't want to be accountable they should start making some calls to help a customer that is paying over $50,000 for a solar system and the United illuminating bills at the same time to solve this problem specially if a customer was brain washed after I said NO by a solar system vendor with your company name contract
  

  

  Business response

  05/04/2023

  1st Light cannot be held responsible for something that someone from another company made a promise on. 

• Initial Complaint

  04/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1st Light Energy is the owner of our solar panels, since our roof need replacement, I contacted them to remove and reinstall the 20 solar panels for **, were the first home owner and didnt know the process of this kind of job and ask them to take care of the whole process. We signed the proposal with them, they sent a employee to remove the panels for us, when he was in the middle of removing the panels, one of our town inspector noticed him and asked him some questions to find out that 1st Light Energy didnt apply for a work permit to get our job done, also, the employee they sent to remove the panel didnt even have a MA electrical license. So the inspector stopped him from removing the rest of the panels. From that time on our 16 panels were stayed on my back yard ground until today. At first, they said they will send another worker, but after one month later they told me they couldn't find one and has to refund my money. Our electrical bill soared in the past three months without the panels. And the worse thing is that other companies are un-willing the take the job since it's half done and they don't even know if the panels are still good.Date of transaction: 12/20/2022 The amount of money you paid the business: charged $ ******** USD, on 12/20/2022, then refunded $ ******** USD on 3/8/2023 What the business committed to provide you: remove and reinstall all my 20 solar panels What the nature of the dispute is: They just removed 16 panels from my roof by a un-licensed worker, the job was stopped by my towns inspector. Ive tried to contact many other companies to remove the rest for us, but couldnt find one until now. Also, I dont know why they charged us partially even if they didnt complete the job as promised. We need the job to be done ASAP to replace our roof.Whether or not the business has tried to resolve the problem: I was told they tried to find a electrician with MA license, but they couldnt find.Account/order/tracking number: ****

  

  Business response

  04/14/2023

  This customer is correct, we are currently looking through their contract to offer a solution of getting out of payments or completing the work.

• Initial Complaint

  04/02/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  During rainy days, there is water leakage from roof. I tried to create a case via customer portal service but the portal doesn't seem to work. Then I tried to reach out them via email on March 11, 2023. I got response initially for 3 of my emails. I requested them to schedule technician visit and try to find out cause of leakage. I never heard back from them since March 13, 2023. My roof is getting damaged on each rainy days and they don't provide any kind of services. I also tried to reach out many roofers but due to solar panel installation, they don't want to come over. They want solar company to investigate a problem first.

  

  Business response

  04/03/2023

  Good Morning,

   

  Customer is outside of the 10 year workmanship warranty, so we requested them to pay the site visit fee of $250.00 on 3/13/23 for us to come investigate and explained the process of what we would do onsite. We never received a response after that.

   

  Thank you

  Customer response

  04/03/2023

  I am rejecting this response because: Attached is a proof of my conversation with them. I requested multiple times to schedule an appointment but I didn't hear anything from their side. I was ready to pay service fee. I didn't refuse. They are basically lying.
  

  

  Business response

  04/05/2023

  Unfortunately we did not receive those emails. We had to reach out to our IT department to investigate and the email address was flagged as phishing. This has been resolved and we have replied to the customers email.

  Customer response

  04/11/2023

   
  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.
  
  

• Initial Complaint

  03/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a system installed on my roof few years back. I gain 6.5 srecs per year for the production of energy. I authorize them to see the srecs on my behalf, which they did for two years and forward the funds. Now they sold more for the last three years & did not forward the funds. I was in contact with my representative "***************************", who gave me some run around. Finally, she told me that she would resolve this in two weeks, which was three months ago.Now she stop responding my email/ phone calls. None is reachable in the company. Now after a close review, I realize there are many people in the same bout. This company is committing fraud to the people. It should be stopped. Please help the consumer and protect them.This company should not stay in business for the sake of the consumer.Thanks ****

  

  Business response

  03/14/2023

  Good Morning

   

  We will be looking into this issue and discuss with the **** We will reply once we have an update. 

   

  Thank you

  Customer response

  03/24/2023

  I am rejecting this response because:

  Dear BBB,

  Yes, I did get the reply but it said that they would talk to the *** and will get back. So the response was not acceptable and I would want to continue with te complaint. 

  Thank you

  Regards 

  ARUN

  
  

  

  Business response

  03/24/2023

  Good Afternoon

   

  ********************* spoke with one of our team members yesterday and she explained that she will be meeting with our CEO next week. Once she meets with him she will have more of an update by next Friday.

   

  Thank you

  Customer response

  04/06/2023

  I am rejecting this response because:

  Dear BBB representative 

  
  

  Thank you for the response last week and today. I had a conversation with *************************** of 1st light  on March 22. She did tell me that she is meeting to the ceo on Friday and would get back to me. I waited the whole following week but she did not get back.

  
  

  Now today I called her three times but she did not pick up the phone and  has not returned my message. I do not have hope that she would return my call.

  
  

  Respectfully, please do not conclude the complaint as answered yet. So please keep the complaint open.

  Regards 

  ARUN

  
  

  

  Business response

  04/24/2023

  Good Afternoon,

   

  Our CEO is currently reviewing and issuing payments in order. 

   

  Thank you

  Customer response

  04/25/2023

  I am rejecting this response because: This is not the first time, the rep. *************************** promised that she would find out from the accounting department about the previous transaction. She just keep on halting and was not able to get me the straight answer. She had recently told me that there were 11 " Esrec" were sold on my behalf. I am still waiting for the money. There was similar incident  at least from last two year ago, that as per her there was a check issued in the amount of more than $2700, witch I never received. She did not find out  of the status of the check. it is still in limbo.

  Now, they are saying that the *** is looking into it and would make payments. I hope it is true and I would get my money that belongs to me. I still want to keep the complaint open.

  Thanks

  regards

   

  

  Business response

  06/26/2023

  Good afternoon,

   

  Payment of $3470 was issued to customer in May. Customer received payment and has already cashed the check. 

   

  Thank you

  Customer response

  06/27/2023

  I am rejecting this response because: 

  Yes I did receive the payment of $3470, As Per the representative from 1st light there was a missing payment that she suppose to get it replaced and still waiting. She also suppose to send the account of the srecs since beginning.

  thanks

   

   

  
  

• Initial Complaint

  03/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company installed solar on top of a new roof, this was 3 years ago. Since the installation my roof leaks more and has done internal damage. I was about to get the *************** to agree to fix the roof if **************** would pull off 2 of the panels. They showed up but did not pull the panels but sent me a bill for $400 and threaten that they will charge me again to come out to remove the panels and put them back on.

  

  Business response

  03/10/2023

  Hello,
  
  The customer started roof repair without notifying 1st Light Energy and the roofers started repairs on portions of the roof where solar is not located. The workmanship warranty for leaks due to Solar Installation, generally the process is to start with a removal and investigation of the area and if it is solar related repair will start in those areas. Since repairs were started before we could do our investigation,Workmanship Warranty is not applicable and it is safe to assume that the customers issue is a roof issue and not due to the solar installation.
  
  We did coordinate a date and time with the customers roofer for a necessary panel removal so they could get to the necessary portions of the roof for repair; this was just for a panel removal and not a removal of the mounting to the roof and a reinstall of the panels within the same day. It was communicated to the customer that there would be a $400.00 back charge if the leak was not due to solar because of the time committed to traveling to the customers house and labor, before the appointment. Exact date and time were,Thursday, March 2nd at 10 to 11 AM. The customers roofers communicated, That works for us. We have you confirmed for March 2ndand nothing more.
  
  On the date of, the customers roofers never showed to the site. ************** waited until 12:30 before leaving the site. We communicated to the customer that she would be back charged the $400.00 and that we would require another $400.00 charge before dispatching another technician. Customer stated that she has communicated the leak in the past, via emails, but we have no history of any communication or emails.
  
  Customer was contacted on March 3rd to discuss sending any history of emails or evidence to support the claim that she has communicated with the company. The customer needed to disconnect the call because , the hospital [was] calling. Technical Support, ************, let her know that she could call him back to discuss further details. Since 3/3/23, the customer has not reached out via phone call or email, so we sent the invoice of $400.00 on 3/9/2023. Please find attached a photo of the installation after it was completed, then a second photo of when ************** was onsite March 2nd.Also attached is a portion of the customers contract and highlighted is the customers responsibility to notify 1st Light Energy.
  
  
  Regards,

• Initial Complaint

  03/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased Solar panels from Dvinci Energy and are maintained / Serviced by 1st Light Energy. The incentive program in place at the time was SREC's. You get paid for the production of your panels quarterly. My panels went active in the fall of 2018. First full year was 2019. 1st Light Energy reported my production to MCEC and I received a check for $500.00 during the 1st quarter. Since then, I have not received a single ***** for the production. I continuously inquired with 1st Light Energy regarding the reporting of my production and when I would expect to received payment. 1st Light Energy would reply by stating that they were looking into it and would be calculating the production. Early last year, they showed up and installed a second meter which I was told so they can monitor the system. When asked if this meter should have been installed in 2018, they went silent. During my latest inquiries with 1st Light, they stated they could not help me. I am owed over $6K in SREC credit and no one is willing to help me from their company. I would rather not get an attorney involved, however, I am out of options. I do not have the means of reporting the production on my own.

  

  Business response

  03/08/2023

  Good Morning

   

  Our team is working with Also Energy regarding customers monitoring, but we have informed the customer that ******* will not back date any data we suggested him to try to reach out to them directly as they will not assist us in resolving this issue.The SRECs are a joint responsibility between *******, the customer and **********************. If he can get ******* to assist, we are willing to help on our end. 

   

  Thank you

  Customer response

  03/09/2023

  I am rejecting this response because:  1ST Light Energy has failed to report production to ******* since 2019.  They initially reported and I received my incentive credit for the 1st quarter of 2019.  Since 2019, they have failed to report anything.  They continually indicated they were looking into it would let me know what the credit would be each year and nothing ever happened.  I am not receiving any benefits from the incentive program that ultimately convinced me to go solar.  THEY HAVE FAILED ME.  I am owed money and no one wants to own up to their mistakes and make good on it.  ******* even stated that I do not have to proper meter to be able to report this on my own.  This is out of my hands and out of my control.  1st Light Energy dropped the ball.  Litigation seems to be the next step. If I was able to report this on my own, I would.  I would not even know where to begin to find the information needed to report the production. 
  

  

  Business response

  03/21/2023

  We have been working with ********************** & the Mass CEC regarding this matter. We recently (yesterday) have connected his meter and Mass CEC has verified the have his readings.  With the readings now being up to date we have asked if they can tell us if he is getting any credits for past quarters or just upcoming quarter? Since they can see the system production numbers, we've asked Mass CEC if there is any way to request to have the past quarters production credited. Once we have a defiant answer then we will be able to provide the complete solution. 

  Customer response

  03/21/2023

   
  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 accept their response as long as I receive credit for the last 5 years.  It took me being very persistent over the past 5 years to get the proper outcome.  

• Initial Complaint

  02/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  October 2019, we purchased solars from 1st Light Energy. Since then we have had a few issues, with the capping of the solars etc and after months of arguing the issues were finally completed.Since November 2022, we have had massive leaks in our home; after calling several roofers, it was agreed that the problem stems from the way that the solars were bolted down into the roof. An agent from 1st Light came in early December 2022, who confirmed that our brand new roof is damaged from the way that the solars had been installed. Since then, rain, sleet, and snow have caused the damage to our roof to worsen, spreading down the ceiling, bay window and window sill of the interior. They have set up 2 appointments with us, but each time no one showed up to take the solars off so the leaks can be repaired. The leaks have gotten to the point that the interior wood has rotted and mold is beginning to spread in between the rafters! 1st Light guarantees their work and had agreed to pay for the roofer cost. However, they NEVER Show up and we have had the roofer on stand by each time! Furthermore, the damage to our window, wooden window sill and ceiling should also be repaired, at 1st Lights expense, as well as the mold completely removed from the rafters, so that our home could be safe again. My husband, myself, our 2 children and my 83 year old mother who have lived in the home for 17 years should not be exposed to this health hazard any longer!

  

  Business response

  02/02/2023

  Good Afternoon,

   We are looking into the matter

  Thank you

  Customer response

  02/07/2023

  I am rejecting this response because:looking into it is not a solution. This company has already accepted and documented responsibility, has already set up 2 previous appointments, where no one has shown up, has apparently put a person in charge of our case, named *******, who has emailed us one time saying that shes working on getting us an appointment and has not replied to any of my other emails since. This is an ongoing issue, since October 2022, and replying that youre looking into it is NOT an appointment that is long overdue! In the meantime, our bay window, ceiling and roof are completely destroyed, having gone thru an entire winter in **! 
  

  

  Business response

  02/13/2023

  Good Morning,

   We are working with the customers roofer to schedule a date to remove the panels to have the roof repaired. 

  Thank you

  Customer response

  03/07/2023

  I am rejecting this response because:

  
  My original complaint with 1st Light Energy was just over 1 month ago. My complaint was for someone in 1st Light to finally reach out to me after I had been trying to reach someone for several months prior. Today, I received an email from them, reneging on the proposals that we agreed on. 
  Therefore, I tried to re-open my BBB complaint but was unsuccessful. I started a new complaint, but received an email stating that it was a duplicate. 
  
  Thank you for your time and consideration. 
  

  *************************;

  
  

  

  Business response

  03/10/2023

  Hello,
  
  We have provided pictures of the interior damage of the customers home as it is necessary for context.
  
  The customer stated that the damage was first noticed in October of 2022 and first reported the leak on November 29th of 2022. There was an original discovery date of December 6th, however,there was rain on that date which would have been unsafe for ************** to be on the roof; this was communicated to ********************** over the phone, but the information did not reach ***********************. We dispatched a technician on December 8th,of 2022 and a conversation started to remove solar panels from the roof for further investigation and repair.
  
  The customer was contacted after discovery and a phone call to the customer was scheduled to be made January 5, 2023, because they wanted to start work after the holidays. During this time there was a company change in the scheduling process and scheduling was able to contact the customers roofer to schedule a date in which everyone could be on site for panel removal and further investigation of the leak; our scheduling team was in consistent communication with the customer during this time.
  
  Once on site at the customers residence, February 20, 2023,the customers roofer requested that we take off more solar panels then were originally planned because he believed that the leak may be stemming from a different location than originally thought. The two technicians complied and then filled any hole with a sealant at the request of the roofer as well to make sure the interior of the roof was protected. One of our technical service members did reach out to the roofer to discuss the situation and the roofer confirmed, via phone, that the sealant was enough to protect the interior from removal for the time being.
  
  After compiling and assessing all the evidence, it was concluded that the customers interior damage was long standing, and the customer failed to report the leak in a timely manner; this would be considered neglect and be a Warranty Exclusion. With reference to the provided pictures, there is  a clear side effect of the water damage on the ceiling that would have developed over a long period of time and not suddenly. With available weather history data of the customers location, there is minimal precipitation leading up to the month the customer claims to have noticed the damage. This has led to further, and unnecessary, damage to the customers home that could have been avoided.
  
  1st Light Energy has made an offer to assist the customer with repairs.
  
  Regards,

  Customer response

  03/20/2023

  I am rejecting this response because:

  1st Lights Statement: We have provided pictures of the interior damage of the customers home as it is necessary for context.

  Rebuttal: First- The pictures included by 1st Light are of our window sill and NOT of our ceiling as stated under the images. Second, 1st Light cannot even confirm WHERE the damage is, because NO ONE from 1st Light has physically entered my home!

  
  

  1st Lights Statement: The customer stated that the damage was first noticed in October of 2022 and first reported the leak on November 29th of 2022. 

  Rebuttal: Not sure why any sane homeowner would wait to report a leak? We did not wait - in fact in October 2022, we thought the problem was our Bay Window and as soon as we saw the leak coming thru the bay window, we called in a window installer, for an estimate. He spent several hours inside and outside our home examining where the leak was stemming from. He stated he would absolutely not change out the window until the leak was located and repaired or it would continue to damage a new window. Thats when we brought in 2 different contractors and after examining the roof, they both confirmed the window leak was directly from the solar installation and it was reported.

  
  

  1st Lights Statement: We dispatched a technician on December 8th of 2022 and a conversation started to remove solar panels from the roof for further investigation and repair.

  Rebuttal: Even 1st Lights tech, CONFIRMED that the leak was clearly stemming from the solar panel installation. She also stated that without taking off the solars, it would not be clear how far the damage to our NEW roof goes. 

  
  

  1st Lights Statement: During this time there was a company change in the scheduling process and scheduling was able to contact the customers roofer to schedule a date in which everyone could be on site for panel removal and further investigation of the leak; our scheduling team was in consistent communication with the customer during this time.

  Rebuttal: Beginning 11/29/22, the date that we reported the leak, until 2/20/23, when 1st Lights techs came to remove the panels, my endless emails and relentless phone calls were either ignored or transferred from one person to another for a total of 83 days!

  
  

  1st Lights Statement: Once on site at the customers residence, February 20, 2023, the customers roofer requested that we take off more solar panels then were originally planned because he believed that the leak may be stemming from a different location than originally thought.

  Rebuttal: On 2/20/23, the day that the panels were finally removed, our roofer, as well as the 1st Lights techs could SEE that the roof damage extended way beyond what the eye initially saw back in 12/22. Our roofer naturally requested they remove additional solar panels that also caused damage to our NEW roof. Why would 1st Light be annoyed that additional panels be removed to further investigate?

  
  

  1st Lights Statement: The two technicians complied and then filled any hole with a sealant at the request of the roofer as well to make sure the interior of the roof was protected.

  Rebuttal: Unfortunately, the way that the solar panels were installed by 1st Light was clearly wrong, and using a sealant was not enough. Damage continued with each rain, snow, ice and wind storm, and from 10/22, until today, weve had countless.

  
  

  1st Lights Statement: After compiling and assessing all the evidence, it was concluded that the customers interior damage was long standing, and the customer failed to report the leak in a timely manner; this would be considered neglect and be a Warranty Exclusion. 

  Rebuttal: 1st Light insists that their experts have made the decision to deny our claim, based on the images that WE sent to them! However, the ONLY experts who have entered into our home to inspect the interior damage was a window installer and TWO roofers! OUR experts entered our home, PHYSICALLY and IN PERSON- and examined every inch of the damage; it was clearly noted, from day 1, that the damage stems directly from the solar panel installation. Yet, 1st Light has been dragging this on for an additional 3 months and still counting because they refuse to repair what THEY damaged! 

  
  

  1st Lights Statement: With available weather history data of the customers location, there is minimal precipitation leading up to the month the customer claims to have noticed the damage. 

  Rebuttal: 1st Light is based out of ********** and my home is in NY. Not sure how, even with their available history data they can make this decision with complete accuracy so I also did some research. According to World Weather, a quick analysis of rainfall showed that from 10/2022 - 2/2023, it has rained in our area, a total of 42 out of the last 119 days. However, this data, nor 1st Lights data, proves anything. 

  The evidence is clear; with each rainfall, even prior to 10/22, water entered thru the faulty solar panels, then thru each layer of our new roof, then thru each layer of the rafters, and over time, inside our home thru our freshly sheetrocked and painted ceiling. This was a very slow moving leak and it evidently took  months to reach ************, but when it did, all that long standing water within the rafters, came inside with a vengeance. 

  
  

  1st Lights Statement: 1st Light Energy has made an offer to assist the customer with repairs.

  Rebuttal: 1st Light insisted on getting our roofers proposal BEFORE they removed the panels and so he sent 1st Light an initial proposal for $1,800, for the roof damage that that was visible, at the time. Since the removal of the additional panels, it could be seen that the damaged roof extended way beyond what was seen, initially. There are probably many other parts of our roof that have also been damaged by the solar panel install but the techs did not remove them all. The damage proposal increased based on the newly discovered damage after the removal of the panels.

  
  

  We spent OVER $20,000 putting in a new roof before 1st Lights $50,000 solar panels, (paid in full) were installed! ************ was also updated and painted within the last 2 years! Finally, since the damage is a direct result of 1st Lights poor workmanship, then the warranty, on our $50,000 solar panels, should be in affect.

  
  

  We need our roof fixed so that the leaks could stop! 

  We need our solar panels replaced so that we arent losing precious energy from sunlight any more! 

  1st Light Energy, just fix what you have clearly broken! 

  We ask for no more and no less! 

  
  

  Customer response

  03/24/2023

  I am rejecting this response because:

  At this time, I am rejecting 1st Light Energys Reply for the following reasons: 

  1st Lights Statement: We have provided pictures of the interior damage of the customers home as it is necessary for context.

  Rebuttal: First- The pictures included by 1st Light are of our window sill and NOT of our ceiling as stated under the images. Second, 1st Light cannot even confirm WHERE the damage is, because NO ONE from 1st Light has physically entered my home!

  
  

  1st Lights Statement: The customer stated that the damage was first noticed in October of 2022 and first reported the leak on November 29th of 2022. 

  Rebuttal: Not sure why any sane homeowner would wait to report a leak? We did not wait - in fact in October 2022, we thought the problem was our Bay Window and as soon as we saw the leak coming thru the bay window, we called in a window installer, for an estimate. He spent several hours inside and outside our home examining where the leak was stemming from. He stated he would absolutely not change out the window until the leak was located and repaired or it would continue to damage a new window. Thats when we brought in 2 different contractors and after examining the roof, they both confirmed the window leak was directly from the solar installation and it was reported.

  
  

  1st Lights Statement: We dispatched a technician on December 8th of 2022 and a conversation started to remove solar panels from the roof for further investigation and repair.

  Rebuttal: Even 1st Lights tech, CONFIRMED that the leak was clearly stemming from the solar panel installation. She also stated that without taking off the solars, it would not be clear how far the damage to our NEW roof goes. 

  
  

  1st Lights Statement: During this time there was a company change in the scheduling process and scheduling was able to contact the customers roofer to schedule a date in which everyone could be on site for panel removal and further investigation of the leak; our scheduling team was in consistent communication with the customer during this time.

  Rebuttal: Beginning 11/29/22, the date that we reported the leak, until 2/20/23, when 1st Lights techs came to remove the panels, my endless emails and relentless phone calls were either ignored or transferred from one person to another for a total of 83 days!

  
  

  1st Lights Statement: Once on site at the customers residence, February 20, 2023, the customers roofer requested that we take off more solar panels then were originally planned because he believed that the leak may be stemming from a different location than originally thought.

  Rebuttal: On 2/20/23, the day that the panels were finally removed, our roofer, as well as the 1st Lights techs could SEE that the roof damage extended way beyond what the eye initially saw back in 12/22. Our roofer naturally requested they remove additional solar panels that also caused damage to our NEW roof. Why would 1st Light be annoyed that additional panels be removed to further investigate?

  
  

  1st Lights Statement: The two technicians complied and then filled any hole with a sealant at the request of the roofer as well to make sure the interior of the roof was protected.

  Rebuttal: Unfortunately, the way that the solar panels were installed by 1st Light was clearly wrong, and using a sealant was not enough. Damage continued with each rain, snow, ice and wind storm, and from 10/22, until today, weve had countless.

  
  

  1st Lights Statement: After compiling and assessing all the evidence, it was concluded that the customers interior damage was long standing, and the customer failed to report the leak in a timely manner; this would be considered neglect and be a Warranty Exclusion. 

  Rebuttal: 1st Light insists that their experts have made the decision to deny our claim, based on the images that WE sent to them! However, the ONLY experts who have entered into our home to inspect the interior damage was a window installer and TWO roofers! OUR experts entered our home, PHYSICALLY and IN PERSON- and examined every inch of the damage; it was clearly noted, from day 1, that the damage stems directly from the solar panel installation. Yet, 1st Light has been dragging this on for an additional 3 months and still counting because they refuse to repair what THEY damaged! 

  
  

  1st Lights Statement: With available weather history data of the customers location, there is minimal precipitation leading up to the month the customer claims to have noticed the damage. 

  Rebuttal: 1st Light is based out of ********** and my home is in NY. Not sure how, even with their available history data they can make this decision with complete accuracy so I also did some research. According to World Weather, a quick analysis of rainfall showed that from 10/2022 - 2/2023, it has rained in our area, a total of 42 out of the last 119 days. However, this data, nor 1st Lights data, proves anything. 

  The evidence is clear; with each rainfall, even prior to 10/22, water entered thru the faulty solar panels, then thru each layer of our new roof, then thru each layer of the rafters, and over time, inside our home thru our freshly sheetrocked and painted ceiling. This was a very slow moving leak and it evidently took  months to reach ************, but when it did, all that long standing water within the rafters, came inside with a vengeance. 

  
  

  1st Lights Statement: 1st Light Energy has made an offer to assist the customer with repairs.

  Rebuttal: 1st Light insisted on getting our roofers proposal BEFORE they removed the panels and so he sent 1st Light an initial proposal for $1,800, for the roof damage that that was visible, at the time. Since the removal of the additional panels, it could be seen that the damaged roof extended way beyond what was seen, initially. There are probably many other parts of our roof that have also been damaged by the solar panel install but the techs did not remove them all. The damage proposal increased based on the newly discovered damage after the removal of the panels.

  
  

  We spent OVER $20,000 putting in a new roof before 1st Lights $50,000 solar panels, (paid in full) were installed! ************ was also updated and painted within the last 2 years! Finally, since the damage is a direct result of 1st Lights poor workmanship, then the warranty, on our $50,000 solar panels, should be in affect.

  
  

  We need our roof fixed so that the leaks could stop! 

  We need our solar panels replaced so that we arent losing precious energy from sunlight any more! 

  1st Light Energy, just fix what you have clearly broken! 

  We ask for no more and no less! 

  -

  Thank you for your assistance and your time, 

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

  
  

• Initial Complaint

  11/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I stopped getting my SREC payments (approximately $220 / month) in July from the company. After several emails and phone calls I eventually was explained why that happened and told it would all be rectified in "a couple of weeks". That was 4 weeks ago and now no one will return an email or phone call giving me status. When you call their primary number ************ no one answers or if you get a voicemail no one responds back. The option to call the department that services my area (option 7 i believe) simply dumps you to a fast busy signal so I can't get even get an option to TRY them for assistance. I use that money to help pay for the cost of the solar bill due each month,

  

  Business response

  11/16/2022

  Good Morning,

   

  We are looking into the matter. 

• Initial Complaint

  09/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Signed contract with 1st Light Energy 1-19-19. Solar Panels installed ****. Roof where solar panels were installed began to leak 2020. Contacted 1st Light with problem. 1st Light said it was not their fault. Hired a third party to look at roof damage. Company claimed it was due to 1st Light installers walking on the roof during installation. Received a quote of $26,000 to repair the damage. The units involved in this water damage have been unable to be rented since 2020. We have been trying to work with 1st Light Energy to resolve the issue for 2 years, but they will not comply. We are planning to file a law suit if this is not rectified.

  

  Business response

  09/29/2022

  Good Afternoon, We are further investigating this matter and will respond shortly

  Customer response

  09/29/2022

  I am rejecting this response because: They have not offered a resolution yet.
  

  

  Business response

  10/11/2022

  This project was completed on 11/7/2019 and system turned on 1/6/2020; we were notified in December of 2021. Prior to the installation, the roof had existing issues prior to installation which we have photos showing those issues. In the photos there is noticeable puddle stains down the entire length of the roof and conduit that runs down the length of the roof not related to the solar install that is very close to the area leaking as described. The recent photos provided by the property show three, newly added, cables running along the edge of the roof that was not there at installation, that also follow the dent pattern, and the manager confirmed that work was done to install camera's; this would confirm that there were other individuals on the roof after the solar installation and before the complaint was made. 1st Light will not take responsibility as the complaint was made after a significant amount of time has elapsed from the installation, other penetrations are closer to said leaks, and other companies were in contact with the damaged areas.

*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. ↩