Business Profile
Solar Energy Equipment Dealers
My Smart HouseThis business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 46 total complaints in the last 3 years.
- 45 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:01/06/2023
Type:Service or Repair IssuesStatus: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 was promised certain name brand equipment ( LG) 45 solar panels with microinverters. for alittle less then my current contract i had at the time. SO i trusted them being its supposed to be a government backed incentives. Was supposed to get a free upgraded main panel also. when they showed up to do the upgrade which was supposed to be more amps then my current 200. they tried to install a smaller one. Using the dreaded 120% rule. I stopped them. my smart house never showed up one time to help with the solar company they hired. They also were to take down my old solar. They forgot and never showed up. i had to call them and they sent an AC tech not employed by them to do the work. of which isnt done right to this day. The loan was for $84,000 They charged me $14,700 in labor for a total of 16 hours of work..Of which they destroyed my roof and my tilers ,split my trusses with the lag bolts that they used . they also have overloaded my roof with to much weight! No inspection has been done . I have leaks in my roof and lag bolts sticking out the side of my stucco walls! The equipment used is cheap off brand junk. and no micro inverters were used. When i contacted them no answer and my yelp review they said they woud come finish panel up grade but they tried to install same lower amp panel. So i stopped them again. I dont want these scammers doing any work on my house . They have done enough damage already. I have pics upon request .Business Response
Date: 07/11/2024
******* RESPONSIBLE, CUSTOMER IN LEGAL DISPUTE WITH *******Customer Answer
Date: 07/12/2024
I am rejecting this response because:
They started to make payme ts to me 1200.00 out of 12,000 .00 agreed upon by myself and owner ****.He only paid one time..
Initial Complaint
Date:12/13/2022
Type:Service or Repair IssuesStatus: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.
-Brief Overview of the following statement: I paid My Smart House $26,600 for a solar and air conditioning system and did not ever recieve the AC system,a 200 amp panel upgrade, the incentives promised, or the correct inverter that I ordered. The system was installed in august of this year and after getting constant excuses and run arounds the company refuses to respond to my calls/ messages or try to fix their mistake. Despite the company having and acknowledging their mistake they will not do anything to fix it and have literally had some of their people block me from calling and messaging. I have the phone records and messages sent to them showing that I have been nothing but respectful the whole entire time (they also record all of their conversations). However they have not made any efforts to resolve the issue at all. Due to the fraud they commited their arbitration clause is null and void and I can if necessary pursue this case in court. (fraud by inducement ). However I have no desire to proceed this in court unless I absolutely have to. I want a peaceful resolution and this an additional attempt through your agency. I have spoken to all of the following people at my smarthouse and solcius: **** ***** ************ *****@my-smarthouse.com -******************* ******@my-smarthouse.com ***** ******** ************ *****@my-smarthouse.com ****** ********* (solcius)-***************@solcius.comBusiness Response
Date: 07/11/2024
QUIETCOOL INSTALLED
MSP UPGRADE COMPLETE $7948.00 CASHOUT FOR AC COMPLETE (4 ZELLE PAYMENTS)
Initial Complaint
Date:12/12/2022
Type:Service or Repair IssuesStatus: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.
This company has put panels up on my roof and I just found out they never got permit from SCE to do the job and now I will have 2 bills to pay. I am trying to call and they don't answer my calls. When I do get someone to answer they say they will call back and don't.Business Response
Date: 07/11/2024
Solcius ResponsibleInitial Complaint
Date:12/12/2022
Type:Service or Repair IssuesStatus: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 equipment was installed by this company at my home in July of 2022 and is still not active. We have already signed the financial agreement and are paying for a system that’s not working due to missing equipment. The company does not return phone calls for weeks and makes promises that never get resolved. I took a day off from work for them to come and finish the install 2 weeks ago and they neither called or showed up. I still haven’t heard back from them up until today 12/12/22. This has been going on since July and it is now almost mid December. We are still paying SCE for electricity and also paying the finance company for a solar system that’s not operational due to missing equipment. We are essentially paying for electricity twice a month. Please helpInitial Complaint
Date:12/02/2022
Type:Service or Repair IssuesStatus: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.
On 09/30/2021, My Smart House sent a sales representitive to my residence to discuss the details of going solar through their business and also signed off on multiple incentives (including a Quiet Cool System, Variable Speed Pool Pump, Ring Doorbell, Nest Thermostat, and 6 Months Cash Back) to help entice me in choosing their company over their competitors. After a couple scheduling conflicts with My Smart House's roofing subcontractor, I offered up my own personal roofing contact to help assist. With over twenty years of experience in the construction industry myself, I have many contacts in a variety of the construction fields. Upon approval to use my own personal roofing company, on 10/14/2021, I was given a roofing estimate for $14,500 (with an additional allowance of $4,500 to cover costs of the possible repair work needed including most of my fascia boards and a new hallway light tube). I forwarded the estimate to My Smart House and requested the additional amount be added to my loan to cover the additional roofing expenses. On 12/03/2021, a final contract agreement between myself and My Smart House was signed in the amount of $59,447.00 ($33,100.00 - Solar Panel System, $19,333.00 - Roofing & Repairs, $7,014.00 - A/C System Upgrade: including a new 3.5 ton Goodman condensor, furnace, and two additional interior vents). Roofing repairs and installation went smoothly, as anticipated, in early February 2022. Solcius, My Smart House's solar company, followed the roofing completion and installed the solar panel system in a very timely and professional manner. The problem... long story short... It's been over 9 months since the solar panels have been up and running. To date, still waiting on my A/C system upgrade. Also, still waiting on three out of the five adder incentives for signing up with My Smart House (Quiet Cool System, VSP Pool Pump, Nest Thermostat). After multiple emails, text messages, and unresponded phone call attempts... what's next? Lawsuit?Business Response
Date: 07/11/2024
RING INSTALLED NEEDS QC $720 CB & VSP ?? ALSO HAD SCE ENERGY SAVER PKG, SO WILL NEED NEST INSTALLED IN LIEU OF SCE ENERGY SAVER PKG THAT HAS BEEN DISCONTINUEDCustomer Answer
Date: 07/16/2024
I am rejecting this response because:
This response, a year and a half later, is completely unacceptable. The A/C system along with your noted items are way overdue. There was a small claims case against My Smart House LLC that I filed and won a judgment for in excess of $10,000 in September of 2023. No attempts have been made to make this right, no attempts have been made to pay any portion of this judgment, and another court date is pending in August of 2024 to revisit this judgement with this company.
Initial Complaint
Date:11/09/2022
Type:Service or Repair IssuesStatus: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.
On May 6, 2021 I entered into a contract with My Smart House for a solar installation. I canceled the contract on May 8, 2021 because the solar would also shut down during a power outage. I advised My Smart House in the May 8, 2021 cancellation letter that the reason for cancellation was that the solar would shut down during a power outage and having power during an outage was my sole purpose for installing solar. In July 2021 a My Smart House sales representative contacted me and advised of a new StorEdge Inverter model # SE7600A-USS2 that stored energy and during an outage would provide several hours of power after sundown and would recharge the next day and provide power as long as the sun was shining. Based on the capabilities of the new StorEdge inverter, I proceeded with a new contract and installation. During the first power outage, the solar shut down. I contacted My Smart House for resolution. After several phone calls I was advised that the StorEdge Inverter required a $10k battery to operate as promised. My Smart House would not install the battery free of charge to make the system operate as promised. They also did not provide the diesel generator which was included in my contract as a promotional gift. My Smart House stopped returning my calls and now has blocked my phone number.Business Response
Date: 07/11/2024
WE DROPPED OFF A NEW GENERATOR WITH CORD 11/22/22Customer Answer
Date: 07/11/2024
I am rejecting this response because:
The salesperson advised the solar system would operate during a power outage due to the recommended inverter. The salesperson was clear on my expectation that the solar would operate during a power outage and knowingly and purposely deceived me. My Smart House is responsible for the actions of their employees and/or contractors representing their business. The only acceptable solution is that the business do whatever is necessary to make the system operate during a power outage as promised by their representative or remove the system at their cost, repair any damage caused by removal, reimburse all payments to date and cancel all contracts. I did receive the generator - but the generator does not resolve the overarching problem of the solar system not operating during an outage.Business Response
Date: 07/17/2024
Customer signed contract for secured power switch only. Spoke with customer today to explain equipment and set appointment for battery purchase on 7/19/24 at 11:00 am.Initial Complaint
Date:11/01/2022
Type:Service or Repair IssuesStatus: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 JUNE-JULY OF 2020 THOSE FRAUDULENT SCAM CAME TO MY HOUSE TO SALE ME AND HUSBAND SOLAR I KEPT SENDING THEM AWAY AND THEY KEPT CALLING AND HARASSING MY HUSBAND AND EVERYDAY FOR 3 DAYS WHEN I WOULD GET HOME FROM WORK AT 8PM THEY WOULD BE THERE SO WE WENT A HEAD WITH THEM JUST TO BE SCREWED MY BILL WAS LESS WITH OUT SOLAR THEN WITH THEM AND I HAVE PROOF AND THE BILL KEEPS GOING HIGHER AND WE HAVE NOT CHANGED THE WAY USE OUR ELECTRICITY NO MORE NO LESS AND THEY SAID IT WAS GOING TO COVER 44% SO DONT THAT MEAN THAT THE BILL SHOULD BE LOWER SOME WHAT???? EVERYTIME I CALL THE COMPANY THAT THEY PUT ME WITH ALL I CAN DO IS EMAIL NO BODY WILL TALK TO ME ON PHONE AND ALL THEY KEEP SAYING IS I NEED MORE PANELS BUT WHY WAS THAT NOT DONE IN BEGINGING AND WHY WAS I NOT GIVEN THE OPTION OF BACK UP BATTERY I PAY THOSE PEOPLE EVERY YEAR 1000.00 AND I'M STILL PAYING SCE 3600.00 THIS YEAR AND WHEN I ASK FOR THERE HELP ALL I GET IS THAT I'M GOING TO BE CHANGED. DONT THEY THINK THEY HAVE F**** ME ENOUGH!!!!!!!!!!!!!!!ASKING FOR HELP AND HOPING SOMEONE ELSE SEE THIS AND HELPS SO THIS DOESNT HAPPEN TO SOMEONE ELSE I AM ASKING SMART HOME AND SOLCIUS TO MAKE TO RIGHTBusiness Response
Date: 07/11/2024
See attached this is ******* responsabilityInitial Complaint
Date:10/26/2022
Type:Customer Service IssuesStatus: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.
On October 17 a salesman ***** from My Smart House came to our home to provide an estimate for Solar installation. Towards the end of the visit ***** pressured us to sign a contract, and he stated that we were ONLY agreeing to a soft credit check so he could provide us with our financing options. The electronic signature process made it difficult for us to read everything we signed. I downloaded the contract (which was a packet of 86 pages) to discover that this was in fact a contract to install the Solcius Solar panels. In the contract there consisted of two different cancellation pages. It was confusing to sort through, so we asked our daughter for assistance. Our daughter wrote an email to Solcius, per the instructions of the first cancellation page including all of the information they requested, and asked if anything further was needed. This email was sent on October 17. We texted a screenshot to Jason, asking if anything further was needed as well as called the office and left a voicemail. We never received a response to our text or a callback. We made it implicitly clear we did not intend to sign a full contract, to begin with, and that we wanted to cancel. Later in the week, we received a call from their partner finance company. We informed them we wanted to cancel and not move forward. We also received a call from Edison who tried to schedule the installation. We called “My Smart House” and talked to Joshua, who told us that they could not acknowledge the request to cancel sent by my daughter (even though we were cc’d on the email). They said as we were beyond the 3-day cancellation period they were unwilling to cancel. They never responded to us via email, text, or phone to our multiple attempts within their 3-day cancellation period. Instead, ****** has threatened us with a 15% cancellation fee and has stated if we do not pay they will take us to court. This behavior from any business is completely unconscionable.Business Response
Date: 07/11/2024
PROJECT CANCELED ON 10/17/22Initial Complaint
Date:10/23/2022
Type:Service or Repair IssuesStatus: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.
Company really rushed me for instal, panels were installed on July 1st 2022, i was told they would be hooked up on the power grid in about 2 weeks. When i followed up a month later ahe was quite surly, and the same the next month. I was promised I would not have to pay for both panels and Edison electricity, and that if there was a delay they would pay my electric bill. 4 months later and over $1200 on electric bills i was promised i would not have. multiple calls to customer service and i am still not hooked up, i am paying for both the electricity and the useless panels. None of the initial persons will return my call, some don’t work there anymore, I have been promised a “couple more weeks” repeatedly. customer service, says they will look into the problem and call back later same day- they have never called back. This company seems to be a rude and expensive scam.Business Response
Date: 07/11/2024
CUSTOMER PTO 11/2/2022Initial Complaint
Date:10/18/2022
Type:Service or Repair IssuesStatus: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 signed a contract for solar 9 months ago.in September 2022 the solar panels where installed as of today 9 months later…I’m still waiting for the job to be completed.still waiting for the inspection to take place and panels to be connected I have called the company many many times and absolutely nothing has been done. Please help through this solar nightmare. Unfortunately I am stuck in this contract but they will not fulfill their part. And it is costing me money so much money.please please help me. Thank youBusiness Response
Date: 07/11/2024
CUSTOMER PTO 5/30/23
My Smart House is NOT a BBB Accredited Business.
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