ComplaintsforDiamond Solar

• Initial Complaint

  06/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Solar panels are not working for the 3rd time in a a year. Panels are not producing the kilowatts promised in contract. Should be compensated for down time of the panels and want the panels refunded and out of the contract. We were sold faulty equipment.

  

  Business response

  06/28/2023

  Hi ****** and *******, As discussed with you this morning our tech will be out today to take a look at the system. The issue is not with our products or our system. The *** lines are causing a surge which then trips the ** disconnect. The system is on. We will as always get this issue handled. We appreciate your business and will as in the past get the system running. Again this is not being caused by our solar system but it is instead due to a surge in the *** lines. We look forward to getting this issue resolved so your system will be at capacity again. 

• Initial Complaint

  10/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I will start with my ****** issue I have with this company. My solar panels were installed in January. Not operational until March. Signed my contacts in August. That's really where the customer service ends. At time of sale, I was told all the promises in the world about what a great company this was and was even told that my panels were monitored to ensure always working properly. My panels have now not worked at all since 9/13/22. I found out they were not working by an app I occasionally look at the see how much energy my panels are generating. I found out they were not working after I received almost **** electric bill. I immediately sent all this information over to mgr. ***, with no communication back. As usual. I waited a day and text *****, I assume sales. He told me to email him the bill and he would look into. I don't get a response again as usual. I text again and he said they would get a tech scheduled. I inquired about my bill. They have sold a faulty product not working, and they will not cover the costs that this has incurred to me? I have tried to contact them a couple more times I'm just completely ignored. Again, something I'm used to with them. In the beginning with having the panels installed I was told how wonderful it was going to be having a month off or so from an electric bill because they were giving us ** days before having to pay. As I said in the beginning ****** end of ****** Had to start paying for them in January and didn't have them working until ********** I should never have had to pay for panels that were not operational. Always a song and dance about it being electric company's fault. And it was to a degree, I tried to always give the benefit of the doubt. However, they knew exactly what the process would be like and failed to disclose any of it. Now I have faulty panels not working, and no one is getting them repaired immediately. In the meantime, I'm paying for panels and full electric bill. No one ************** just *******

  

  Business response

  11/02/2022

  Business Response /* (1000, 5, 2022/10/19) */ Contact Name and Title: **** ******, ** Contact Phone: ************ ******* Contact Email: ************************ Our tech repair team went out to the client today to assess the issue. We determined that it is a manufactured product issue and we have ordered the replacement product from the manufacturer. As soon as we get the replacement product we will go back and install it. We look forward to expediting the repair and our team has ******* the client so we can get it done as soon as we receive the replacement. Consumer Response /* (3000, 7, 2022/10/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) No one has a clue how long it will take to repair the unit. And will not offer any compensation for the electric bills I now have to pay for on top of paying for the solar panels. For who knows long. 7 months old and malfunctioning and will not stand behind the product they are selling. I spent ******* and they refuse to help compensate the few hundred dollars a month I'm enduring until they can get this fixed? The lack of care or concern is unreal. They are unsympathetic and indifferent to their customers after they get their money. I do not feel that I'm being unreasonable in my request. Business Response /* (4000, 9, 2022/10/20) */ Good Morning ******, As stated we are in the process of fixing the unit that has had issues. Please email me your electric bills related to the issue and I can look into what I can offer. ************************

• Initial Complaint

  03/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Pursuant to the contract titled "HOME IMPROVEMENT CONTRACT" dated April 26, 2021, Diamond Solar Inc has not fulfilled its contractual obligations of repairing the roof and providing operational solar panels. The solar panels were installed on June 24, 2021 and I have since been requesting completion of the job via emails, phone calls and text messages. Diamond Solar's contract includes re-roofing the entire roof then installing solar panels. This was started in June 24, 2021. Since then, the roof has been leaking every time it rains. multiple communications to Diamond Solar had not results for them to finish the job. Only after initiating a complaint with the SCLB did I get a call from *** at diamond Solar. However nothing much came out of the complaint towards fixing the leaking roof. They sent a crew to cover the roof with a tarp (4 months now) since the cover is on which now blocks the solar panels they installed from working. The previous project manager was not following up with repairs. A new project manager was hired, ******* *****. ******* contacted me on Feb 1, 2022 on the phone and told me and my wife who was listening that the underlayment installed being synthetic is not the correct type for tile roof. She promised Diamond Solar would re-do the roof with proper underlayment of 2 layers of 40 pound paper for a 20 year warranty. 3 weeks later she sent email stating that they would only repair the broken tile. Although she admitted and is know that the tile is not the reason of leaks, the underlayment is. Thus I'm seeking fraudulent complaint and requesting the proper repairs be complete. I'm requesting what ******* promised on Feb 1's phone call which also included an actually warranty followed by inspection of the roof by the city. I'm also asking for $200/month payments for solar panels not operating = $*****. I have filed a complaint with the SCLB: Claim: N A XXXXXXXXXX and another with the Surety : Bond Number: XXXXXXXX.

  

  Business response

  07/29/2022

  Consumer Response /* (2000, 26, 2022/07/28) */ Hello ******* Through the help of the CSLB (Claim: NA **********) and the license owner ****, we were able to have Diamond Solar pay $****** to redo the roof with another company. Diamond Solar never disclosed that their original re-roofing had a 10 year warranty, nor were they willing to do the re-roofing to fix the leaks. Diamond is not licensed on their own, they are under a contractor named ****, who was actually helpful into influencing Diamond to do the right thing. Since the re-roofing with a new company is costing 19.5k, **** is also coming up with the difference. After the re-roofing is complete and Diamond Solar re-installs the 24 solar panels, I would dissolve the complaint with the CSLB and with the CNA Surety bond (Bond Number: ********). Thus the Surety will not pay the $*** rather Diamond has paid it by check. The re-roofing with the new company is almost complete, probably be done this week. However the solar panels still need to be installed for the entire project to be over. Once, it is all complete, I will update you. Thank you again for following up. Yes Diamond Solar does not have a reputation for responding, so that's probably why you haven't gotting a response. Take care. *******.

*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. ↩