Complaintsfor1st Light Energy, Inc.

• Initial Complaint

  08/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a roof leak and solar panels need to be removed and reinstall I created a case and paid them off the 1st light energy and its been a month now since I paid but never received any phone calls and email from them Ive been emailing and leave a phone call from them but never received any response at all. I need my roof to be fixed but the problem is the solar need to be removed first before they fixed my roof.

  

  Business response

  08/31/2021

  Good Morning all. **************, I do apologize for the delay in response. It looks as though the system has since been scheduled for removal. We have a scheduled appointment date of  9/10/2021. Thank you,

• Initial Complaint

  08/23/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a home with solar installed by the business. I have paid off the finances amount and have attempted to reach the business to transfer ownership of the solar account to my name. They have been unresponsive and don’t answer the phone. The mail box is fill to leave a message. I have emailed several times including sending a transfer of ownership form and have not heard back. I am unable to log into the website to access information on updates or account information. My pool solar is leaking and needs repaired. The solar was originally purchased about two years ago and is still under warranty but I can’t reach the business after several attempts via phone and email over the last 4 weeks.

  

  Business response

  08/23/2021

  Good Afternoon all. We received an email from this customer and responded accordingly. I have attached her initial email and my same day response. I just spoke with the customer and found out that the emails that we sent to her, had gone to her junk folder. The customer emailed me and I have emailed her back to ensure we no longer have a communication issue. We have also updated the account as she requested, we were just awaiting proof of address document. I have since received that and sent her an email to log into the customer portal. I believe we have resolved this miscommunication.

  Thank you,

• Initial Complaint

  08/13/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had my solar panels installed back in June still to date its not working. Along with the system not working the trees that should have been removed were not and the trees that was removed was done incorrectly leaving stumps and damage to other trees in the process of falling, leaving them slanted. I spoke to Joes several times i explained and sent emails and pictures of the hazard it poses and still nothing. At this point no one answer the phones and response to any emails.

  

  Business response

  09/20/2021

   I have gathered information in regards to the installation and the system. We are not a tree removal company and had nothing to do with the tree removal. I have been reaching out to the sales company (Sunlogic) that sold this customer their solar array and asked for more information. Sunlogic has yet to respond to the inquiries of the trees.
  
  There were issues with the permit for PTI(permission to Integrate). There was a 4 month stall in receiving PTI because ***************** (customers wife) had one last name on the utility **** and a different last name on the tax documents. We did not foresee this to be such a big issue at the utility company. The utility company would not allow the project to proceed until we had a letter from *****************. This is not the fault of the customer or the solar company per se. This was the utility company taking months to process paperwork. This has been a theme since covid hit.  We submitted for PTI on 4/15/21. This process can take a few days to a few weeks depending on the utility company, normally. We got the document need to the utility company on 6/15/21. The utility company took until 8/25/21 to approve the **** We are working on resolving this for this customer. We have submitted for PTO and are awaiting approval to turn system on. We are currently awaiting the approval of PTI so we can get this system turned on.

  Customer response

  09/20/2021

  I am rejecting this response because:to-date they stated they haven't gotten a response from sunlogic which is apart of the issue.(same problem we are having) 1st light energy give permission for sunlogic to sell their products which include adequate lighting which result in tree removal etc sunlogic came out and sell the product to us they also did an analyst where adequate lighting would come from which resulted in the attempt to remove trees. This was apart of the agreement and if so reimburse for the cost
  

*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. ↩