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:07/04/2022

  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.

  My Inverter stopped working on 25May2022 it is now 04Jul2022. I noticed it had stopped working when my electric bill was higher than it should be. I contacted Solar Edge and my installer US Solar. Solar Edge let me know that my inverter needed to be replaced and that I needed to contact my installer to get it ordered. I did so and was told I would it ship within 48 hours. If has been 4 weeks since then and still not shipped. Anytime I contact Solar Edge I get lied to that they will email me details from the shipping department. but I never receive an email. Everyday that passes I am paying extra electric on top of the loan cost for the panels. I cannot afford this. I was told when I bought the panels that I would not have this issue because I have a 20-year warranty. What good is a warranty if I can't even get the inverter shipped to me. I need this inverted shipped ASAP, I am hemorrhaging money daily.

  Business Response

  Date: 08/08/2022

  Business Response /* (1000, 5, 2022/07/20) */ We are so sorry for the delay in shipping you the replacement unit. Our business has been impacted by global supply shortages and we are doing everything we can to ship in a timely manner. We do see that the new unit was shipped on 7/19 and scheduled for delivery on 7/25. Please contact support if you have any additional questions or needs.

• Initial Complaint

  Date:07/03/2022

  Type:Delivery 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.

  I've never seen more terrible reviews for a company than this one and I'm only going to add to this list because they truly are a horrendous company; both in their products and in their service. Their inverter stopped working just 6 months after my solar panels were installed. I was told that the inverter would be delivered in 5 weeks. It's been two months (and counting) and it's still not here. I am being billed for BOTH my electric bill and my solar panels. They did not give me a credit for my electric bill, despite their entire sales pitch being "Solar will offset your electric bill". Instead, it's ADDING TO my electric bill. Worst customer service in the world. They will likely go out of business soon. I honestly don't even know how they're still in business. I would like a credit of my electric bill AT MINIMUM.

  Business Response

  Date: 08/12/2022

  Business Response /* (1000, 5, 2022/07/19) */ We are so sorry for the delay in shipping you the replacement unit. Our business has been impacted by global supply shortages and we are doing everything we can to ship in a timely manner. We understand that you have been working with your installer and our field team on this matter. We see here that someone from our company is scheduled to be onsite 7/26 to oversee the replacement swap. While onsite, they will also ensure there are no other issues with your system. Please contact support if you have any additional questions or needs. Consumer Response /* (3000, 7, 2022/07/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept that response. The delay in shipping was not caused by a supply shortage. It was caused because you all shipped it to the wrong address (see attached email). And again, I am continuing to incur BOTH my **** Energy bills (see attachments) AND my solar bills in the middle of summer *********** This is $300 + $450 in **** energy bills plus $188 + $188 in Solar Panel bills. That's $1,126 for two months! Ridiculous! The panels are only 7 months old, come with a 25-year PRODUCTION warranty. It's under warranty! It's your mistake! FIX IT! I will accept NOTHING short of a full refund of my electric bills. At this point I will heavily consider asking for compensation for time, pain, and suffering as this is causing a major financial setback and countless hours involved. I will seek legal pursuit if these small demands are not met. Business Response /* (4000, 9, 2022/08/09) */ While SolarEdge does not offer a production guarantee in our warranty, we have worked with Mr. ******'s installer to refund him the amount requested as an exception. Consumer Response /* (2000, 11, 2022/08/11) */ Parties have reached a mutual agreement

• Initial Complaint

  Date:06/20/2022

  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.

  My name is ****** ***** and I live in Kansas. I purchased my solar system with battery back up and monitoring system from solar edge in Southern California because they have the best reputation and use nothing but Quality products. I have had my system for a little over a year and up until two months ago the system performed perfectly. However, the system broke down about two months ago and I have contacted solar edge numerous times to no avail. They have done nothing but give me the royal run around and are not backing up there 25 year warranty simply because I live way out here in Kansas and they are located in California. I am only asking that they adhere to the terms of their warranty and repair my system. I have received no help whatsoever from them in resolving this problem. Even the person who installed the system has called them and they have not responded to him either in an attempt to resolve the problem. It is my feeling that because I am located in Kansas and they are in California that they are going to continue to just shining me on because it would cost me so much to come out there and fight them in a court of law. They are in direct violation's of the terms of our contract. I cannot afford to come out there and fight these mega bucks people so I am seeking your assistance in resolving my problem.

  Business Response

  Date: 07/12/2022

  Business Response /* (1000, 5, 2022/06/24) */ Dear ** *****, Thank you for alerting us to your concern. We sincerely apologize for any frustrations this experience has caused. I have alerted Customer Support Management and a senior support technician will be contacting you. I want to assure you that your issue remains a priority and we will come up with a solution for your system to operate as expected. Warm regards, SolarEdge Customer Success

• Initial Complaint

  Date:06/16/2022

  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.

  My solar system was installed in August of 2020, by ******************************************* In that time frame my Solar Edge ****** inverter has failed three times, with the third time being on June 9th, and I am now waiting on my fourth inverter. This is unreal and collectively, I have been without Solar for over two months as I wait on replacements. It would have been longer had my installer not helped me with one out of their inventory previously. I have both written and called to speak to anyone at SolarEdge. I get no responses. I would expect at this stage an expedited replacement along with a commitment to find the problem and ensure it doesn't happen again. Only my installer answers my calls but I'm dependent on them since Solar Edge will not interact. No customer should be on their 4th inverter in two years. It is perfectly reasonable to expect the courtesy of an expedited replacement and extensive troubleshooting at a minimum. If I'm stuck waiting on THE FOURTH one, maybe a simple check to cover the cost of the expense incurred while I wait. How epically disappointing.

  Business Response

  Date: 07/26/2022

  Business Response /* (1000, 8, 2022/07/07) */ Dear Mr *****, Thank you for alerting us to your concern. A field technician will be contacting you to schedule a time to replace your inverter on Monday July 11, 2022. We want to assure you that your issue remains a priority and we will continue to troubleshoot your site until your system is fully operational. Please accept our apologies for this experience. SolarEdge Customer Success

• Initial Complaint

  Date:06/15/2022

  Type:Billing 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.

  My solar inverter is under warranty. It has failed working since January of 2022. I became aware of the failure in April of 2022. I contacted the Warranty Co. Solar Edge and requested a replacement. They have failed to provide a replacement in a timely manner as indicated on the warranty. Warranty states they have the option to "issue a credit note for the defective product up to its actual value." Instead, I paid them for a system that is not producing any electricity and am also having to pay for the bill from the bank for that loan (SOLAR SYSTEM LOAN) as well as MONTHTLY ELECTRIC BILLS because my system is not working. This has been ongoing since January of 2022. I Cannot afford to pay both bills. The company merely transfers my calls and tells me they have no inverter to send me and will get back to me. When I request to be able to purchase an inverter from a company that has one in stock and be reimbursed by SolarEdge they tell me they are working on it. Meanwhile the refuse to reimburse me for the monthly payments I am making for Electricity and say "that" is not covered under the warranty. I have called over 20 times in the last few months since April 29, 2022. I need help getting them to honor their warranty NOW, not when they want to. They should also reimburse me for my electric bills since they are failing to provide a replacement unit inverter.

  Business Response

  Date: 07/26/2022

  Business Response /* (1000, 8, 2022/07/07) */ Dear ** *********, Thank you for alerting us to your concern. Your inverter was delivered on June 30, 2022. We have left messages to discuss compensation however, there has been no response. Please respond to our emails or call the number that was provided in our messages. We sincerely apologize for any frustrations this experience has caused. SolarEdge Customer Success

• Initial Complaint

  Date:06/06/2022

  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.

  Solaredge company is the responsible party on our warranty to repair our solar system which has been down for over a month at peak season and they have literally refused to do anything! We have called repeated times and each time, after hours of waiting, have been given excuses, promised return calls, and emails and not once had they fulfilled at all! All that we had asked them in the beginning was to at least update us on the status of the repair of the system which they have refused to do! We originally did not want solar but got talked into it and now so regret ot! They may respond to this to cover themselves but we doubt they will do anything!

  Business Response

  Date: 06/09/2022

  Business Response /* (1000, 5, 2022/06/09) */ Dear ******, Thank you for alerting us to your concern. We sincerely apologize for any frustrations this experience has caused. I have alerted Customer Support Management and a senior support technician will be contacting you. I want to assure you that your issue remains a priority and we will come up with a solution for your system to operate as advertised. SolarEdge Customer Success Consumer Response /* (3000, 7, 2022/06/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is what Solaredge has done from the first day! They promise to get back but never do, gave us a very empty and worthless tracking number for nothing just to cover themselves and putting on a show here! This company has failed in so many different ways! We warn anyone who is considering solar! If Solaredge is connected to the company you are planning on working with, RUN! This system has been down in peak season for a month and a half! They have done nothing nor offered compensation for our loss! Consumer Response /* (2000, 15, 2022/07/12) */ This complaint is resolved because the inverter was delivered on 06/21/22 to the company who installed their system. Their installer should be contacting them to schedule a time for replacement.

• Initial Complaint

  Date:05/31/2022

  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 figured out on 5/20 that my solar panels were not generating power. I called Solar Edge. They are the monitoring system for my solar panels. I was told that the inverter was not working and that I needed a new one. They would process the request, then ship a new one to me. At which time, I'm suppose to contact an installer to install the new inverter for my panels. I was told by the person who initiated the request and gave me a case number that it would take 24-48 hours to have my request processed and I'd be notified by email. This occurred on 5/20/2022. On Wednesday, 5/25/2022, I have not received any notification of my request for the recalled inverter to be placed. So I placed another call to Solar Edge customer service (case #*******). I was told at that time that for sure my request will be processed in the next 24-48 hours. It is now 5/31/2022 and I have not received any updates/approval for the recalled inverter. Every day that my solar panels are not working (noted since Dec 2021), I am losing money as instead of generating electricity, I'm paying for electricity. Solar Edge is NOT moving at the pace they promised me and every day as I wait for approval of request for new inverter is money I'm losing because the power of my solar panels are not being harnessed. Of note, the approval is just the first step as they are suppose to be shipping me the new inverter, and then I have to find an installer to come change out the inverter. All of this will continue to take time.

  Business Response

  Date: 06/28/2022

  Business Response /* (1000, 5, 2022/06/09) */ Dear ******, Thank you for alerting us to your concern. We are truly sorry the equipment you received does not function as promised. The global supply chain issue has affected SolarEdge replacement parts and is causing the delay with your replacement inverter. We want to assure you that your issue remains a priority and we will continue to provide updates as we hear more from our supply chain. We sincerely apologize for any frustrations this experience has caused. SolarEdge Customer Success

• Initial Complaint

  Date:05/26/2022

  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.

  In October of 2018 we purchased an 18 panel solar system from ************. They were a very friendly and informative company that highly recommended this top of the line system. We returned from out of state late March and realized that our system had stopped producing as of early March this year(2022). I immediately contacted the installing company but the soonest available appointment was 4-27-22. They came out and said the inverter was faulty. They submitted a RMA request while standing in front of me at the appointment. After the timeframe they said the part should be delivered I called to check on it. I was informed that solar edge hadn't even shipped the new inverter. They contacted Solar Edge to check on the inverter at the four week mark and we're told the inverter was out of stock with an unknown arrival estimate. I have contacted Solar Edge myself since then only to be lied to by an Employee named ***** who said the claim had not been submitted yet. After ensuring *** had a claim number I called back with it and was told there was a claim for the part that had been submitted on May 10th. I was told that their warranty did not cover lost production and they wouldn't cover the $600 electrical bills accrued in the time since their $****** system failed. I requested a manager and was hung up on. I called back and was informed that I was basically **** *********** and needed to wait. I asked if I bought a new inverter(the exact same one I. E. Theirs) if they would reimburse me the parts cost. I was told they would not.

  Business Response

  Date: 06/29/2022

  Business Response /* (1000, 8, 2022/06/23) */ Dear ********, I understand you have since spoken with SolarEdge Support Management and were able to come to a compromise. We sincerely apologize for any frustrations this experience has caused. SolarEdge Customer Success Consumer Response /* (2000, 11, 2022/06/27) */ Solar Edge, after unimaginable hassling has finally delivered a completely different inverter. I am not sure if they were truly being kind or just trying to cover themselves, but they also emailed us a gift card. I am hopeful that it was generosity and kindness that precipitated that response. All we wanted was to have our solar running again. It was a truly aggravating experience and we will only work with this company because we have their system already. If you are looking to buy a new system I highly recommend going for another production company. Thank You BBB for your help!

• Initial Complaint

  Date:05/23/2022

  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.

  I invested a significant amount of money in a multiple battery / multiple inverter system based on SolarEdge's claims of its Energy Hub system. Sadly, after installation, issues began immediately. The system has continually failed to perform anywhere near their advertisements, with equipment going idle constantly for no reason, discharging batteries well below manufactures specifications (LG Energy in this case), potentially causing damage to the batteries. Then, trying to get support is a nightmare. I'm forced to go through my installer, who is amazing, but sadly nobody from SolarEdge hardly ever responds, and when they do, they fail to follow through. Generally somebody makes some sort of config change, says it's fixed, I respond with "it's not fixed" and then we start the process over again. It's been 5 months, and right now most of my system is still offline, repeated emails to my support contact have garnered zero response. At this point, we even had an RMA arrive at my installers business, but nobody at solar edge will respond to any communications in trying to find out what their plans are with it, we've tried for a week and no response. I just want this system to do what it was advertised to do. I want a contact that will actually respond. Right now, I feel like I've wasted my investment, and instead got nothing but defective hardware, service run-around. So far, dealing with SolarEdge has been one of the most depressing, stressful experiences of my life. Can somebody from SolarEdge with some authority please reach out so we can resolve this?

  Business Response

  Date: 06/22/2022

  Business Response /* (1000, 5, 2022/06/07) */ Dear ***********, Thank you for alerting us to your concern. Our records indicate a SolarEdge field tech went to your site last week to troubleshoot the issue. We want to assure you that your issue remains a priority and we will continue to troubleshoot your site until the issue is resolved. We sincerely apologize for any frustrations this experience has caused. Warm regards, SolarEdge Customer Success Consumer Response /* (2000, 7, 2022/06/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) It took multiple trips from the tech, and several inverters, but I finally have a working system. It was a little difficult to get this ball rolling for some reason, but now that it is, the service has been great. Thanks for standing behind your product.

• Initial Complaint

  Date:05/22/2022

  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.

  Solar production stopped 3/5/22 Called the installer on 3/7/22. Titan solar tech visit to diagnose issue was 3/14. He determined it was the switch on the SolarEdge Inverter. Same tech came out 3/31 to install new switch. It did not work. He called in to Solar Edge to report. The customer reviews on this inverter are not great, surprised that the Inverter hadn't gone out sooner. We were told that the RMA was approved for the whole inverter but that the part was on backorder with no ETA. Case number with Solar Edge is *******. Called Solar Edge on 4/25. They told me that the RMA was for the communication board only and not the whole inverter. The part is on backorder with not ETA. Called again on 4/28 asking for a resolution. Was told that there were no inverters of any size available, no alternatives and still no ETA. On 5/16, called again. Was told that there was still no ETA but they would email as soon as the part shipped. Asked to talk to the department that can handles formal complaints or ******* matters. Was told I'd be passed to a supervisor, but then the representative got back on the line and told me I would have to hire a lawyer and have that lawyer call back. Still no solutions offered. And they are fixing an outdated inverter that we need to spend over $500 to update the modem.

  Business Response

  Date: 06/08/2022

  Business Response /* (1000, 5, 2022/06/01) */ Dear **********, Thank you for alerting us to your concern. It seems there was a mix up on our end. Please allow us to make this right by replacing your inverter. We will process the replacement today and also expedite the shipping. We sincerely apologize for any frustrations this experience has caused. SolarEdge Customer Success Consumer Response /* (2000, 7, 2022/06/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) We were called promptly after SolarEdge received the complaint. They were apologetic and took care of the issue.