ComplaintsforGreen Home Systems, Inc.

• Initial Complaint

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have dealt with green home systems for about two and a half years they have repeatedly ignored me when I requested documents which my contract clearly states I am within my rights to have since June 12th 2024 I have had an issue with my solar Edge converter I called them on the 15th they stated that they would talk to their supervisor and they would get back to me within the end of the day did not get back to me I've called them for the past 2 months same thing have not got back to me now it is August 13th I've called them almost every day for the past two weeks and they are ignoring my phone call they will not pick up the phone last year my converter went out and it took them eight months before they come out to replace it this time they're not even trying to do anything

  Business response

  08/23/2024

  *******************,

  Customer service is working on getting a technician scheduled to come out and address the issue as soon as possible. We apologize for the delays. Your account has been escalated and top priority. 

  Customer response

  08/23/2024

   
  Complaint: 22137239
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

• Initial Complaint

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Green Home Systems sold me a home solar system using an IL subcontractor for installation. I have technical problems requiring me to use GHS for any warranty repair but cannot get ahold of anyone. Previous numbers are no longer in service, current phone numbers all go to voice mail. *** left 4 unanswered messages. I cannot tell if this business is still active?

  Business response

  08/23/2024

  ***********,

  Customer Service is working on getting a visit scheduled. Issue has been escalated and top priority. 

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had solar panels installed on house with a solar edge inverter the inverter not working properly called green home systems both local office and national office cant get any response from either just need someone to come and fix the problem

  Business response

  08/21/2024

  **************************,

  Customer service will be scheduling a technician to come out and take a look at what the issue may be. 

• Initial Complaint

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hire Green Home Systems to install new solar panels on my roof. In February when the job was near complete I noticed some shingles were damaged. I reached out to the marketing Director ************************* and he told me that they would take care of it. Its now been over five months and they still havent repaired the shingles and now Im getting water damage in my garage. Every time I reach out to them, they give me some excuse on why its not fixed yet or why the contractor hasnt come out. I keep asking for their insurance information to file claim, but they will not give it to me. I feel like legally, they have to give me their insurance information since I contracted the work. Theyve lied to me a reimbursement check that I havent received and they keep making up excuses to drag this process along.

  Business response

  08/16/2024

  ***********************************,

  According to our notes on August 13th, 2024 technician was on site to start the roof repair process. **************** Manager is actively providing you updates. 

  
  

• Initial Complaint

  08/06/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I can no longer get ahold of anyone at the company.

  Business response

  08/16/2024

  *************************,

  
  We sincerely apologize for the recent lack of communication. Weve been experiencing technical difficulties with our phone system, and our IT team is actively working to resolve the issue.
  

  I have reviewed your account, and I see that you spoke with *****, our **************** Manager, on August 15th. She is currently working to address your concerns and ensure everything is taken care of promptly.
  

  Thank you for your understanding and patience.

  
  

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This complaint is in regards to a tree falling on my roof on June 29, 2023. The solar is in my boyfriend's name. The panel is broken, and has a hole in it. This hole in the solar panel is causing rain to fall into my crawl space, the floor in the crawl space and causing water damage to my upstairs ceiling.My boyfriend said the solar company told him/us to call State Farm, our insurance company. State Farm told us to call GHS.State Farm's original adjuster did not include anything about the solar panel when he came out in 2023. The solar panel company has not come out at all, nor contacted us. I found out, by ***************************, claims agent, on 7-29-24 that allegedly the adjuster had photos of the solar panel. Although it was not recorded in the adjusters estimate.I have called, left voicemail, reached out online and asked for communication. When I asked my boyfriend if he called them today he replied, "No I can never get ahold of them."I believe they did send us parts for repair, however I never opened the package.We pay $300/month to this company. I do not know how much my boyfriend paid to set it all up.

  Business response

  08/07/2024

  *********************,

  We apologize for the inconvenience we will have **************** reach out to you as soon possible and resolve this matter. 

  
  

  Customer response

  08/08/2024

   
  Complaint: 22063375
  
  I am rejecting this response because:

  This response does not include any information. I would prefer they state the expected date, time and phone number they will be calling from. I would like to know who will be contacting me, and what email they will contact me from. 

  I have also filed a complaint with Illinois Shines.

  I have sent them emails. I have called multiple times. 

  I truly believe they will not contact me. In the meantime, my house will get more water damage inside of it. This is due to their negligence and refusal to answer the phone since June 2023. Last year.

  
  Sincerely,
  
  *********************

  Business response

  09/06/2024

  *********************,

  Your issue is being worked on. 

  
  

  Customer response

  09/07/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  *************************** from Green Home Systems reached out on August 27th 2024. We are currently working on this issue.

  
  Sincerely,
  
  *********************

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a solar system for Green Homes Systems back in November of 2022. Our system was not completely installed until March of 2024. Green Homes thought that we would need a new electrical panel on our house and charge $2000 for the upgrade. It turns out that we did not need the new electrical panel as we were able to get information from the local power supply company that our panel was already sized correctly for the system. Green Homes assured us that if the panel was not needed that they would reimbursed the $2000 expense, which we have not received.The loan payments started on our loan for the system long before our system was up and running. We filed a complaint with the finance company and the payments were suspended. Green Homes contacted us in September 2023 and said they would pay our finance payments until we got permission to turn on from the energy provider. We agreed. We finally got permission to turn on in March of 2024. This resulted in 6 payments of $116.13 In total they owe us a refund of $2696.78. We have gotten a lot of different excuses on why they have not paid us.

  Business response

  08/02/2024

  *************************,

  We will have upper management reach out to you for a resolution of the matter. 

• Initial Complaint

  07/18/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I contracted ghs to install solar panels on my home. Contract was signed June 1st 2023 work was supposed to take 3 months. According to the company. The work was not fully completed and installed until April of 2024 and was not fully working until June of 2024. At this point the installer has not been paid and I have received a notification of a potential lien being placed on my home. Although GHS was paid their full amount December of 2023 and I have been making payments on that loan as of March of 2024. *** said that they would reimburse me for three loan payments because I made payments in March, April and May before my system was actually working in June. So at this point I am still waiting on three loan payments and I'm waiting on the installer to be paid so that there is not a lien placed against my home. I would like for this company to pay the installer first and foremost for the job that they did so that **** is not placed against my house when I have paid them what was owed to them. Secondly, I would like to be reimbursed when they were the ones that offered to pay me back my loan payments since it took them 12 months to get a job done that they guaranteed me and swore up and down. That would be done in 3 months or less. Communication has been terrible. I have gone through three project managers over the course of the 12 months of this project and things took months to get cleared because of inefficiencies and mistakes on the part of ghs.

  Business response

  08/05/2024

  *********************************,

  Thank you for reaching out and bringing this matter to our attention. We sincerely apologize for the inconvenience and frustration you have experienced.

  Please be assured that we are taking your concerns very seriously. Our team is currently looking into the details of your situation to understand what went wrong and how we can resolve the issues promptly. We will be in touch with you soon to provide an update on the progress and the steps we are taking to address your concerns.
  

  Thank you for your patience and understanding as we work to rectify this situation.

  Customer response

  08/05/2024

   
  Complaint: 22002591
  
  I am rejecting this response because:
  I have been told the same thing from a ****** at your company along with *********************** my project manager. ***** hs been telling me for 2 months this will be looked into.

   

  ****** told me 10 days ago she would call me to let me know when the installer is paid. I finally got a hold of her today.she said she would call me back at 6pm EST with a response. Guess what! No phone call. I am sick and tired of being stronger along by your company. I want the installer paid so that the lien that has been placed on my property can be released and I want want proof it has been paid and then it would be nice if I would be paid the loan installments I was promised. I paid your company $45,000 you should be able to pay the installer the $5,800 plus they are owed.
  Sincerely,
  
  *********************************

  Business response

  09/06/2024

  *********************************,

  We are going to take care of the issue. 

  
  

  Customer response

  09/06/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me IF COMPLETED in a timely manner.

  Including my reimbursement 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a solar system from Green Home Systems. The process was awful. It started in early 2023. Finally, in April of 2024 our system was installed. Product looks great installer was professional. Before installer finished, I found out the system wasn't designed to work if the power was out. That was one of the reasons I wanted it. They said I could pay another 5-6k on top of the 75k to get it to do that. I passed. The installation was complete, and I signed off on the loan to cover the 75k. I was still waiting for the ok from ************** Power to turn it on as GHS was adamant about that. I got the ok and turned it on. I went to use the ** code on the inverter to get it synced up to my app so that I could start monitoring the progress. ** code wouldn't connect just gave an error message. I got in touch with installer, he pointed me to corporate GHS. I emailed, I called, I left messages on their website and to this day, nothing. I don't have any idea if I just put 75k decorations on my roof or if the thing is actually working. Second irritant is it doesn't immediately credit my power bill. Apparently that happens at the end of the year all at once. That is not how the program was described to me. I have also asked for a copy of the complete plans, crickets. I have been patient but need answers.

  Business response

  07/19/2024

  *************************,

  A support ticket will be immediately open in order to resolve this matter as soon as possible. Upon reviewal the calls logs don't show incoming calls from your number perhaps the phone number is for an individual who may or may not be with the company. The mainline contact number is *************. When calling if no agents are available please leave a voicemail and an agent will return your call within 24 hours. 

• Initial Complaint

  06/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Green Homes Systems installed solar on 2/6/2019. My husband and I closed escrow on 2/16/2024. The solar panels stopped working abruptly Mid-May 2024. The solar product manufacturer, Solar Edge, states the product is under warranty and that the system installer will need to perform the warranty work. I have contacted Green Home Systems on 6/12, 6/14, 6/17, and 6/19 without a reply to schedule the warranty work. Green Home System continues to say I will be contacted by someone to schedule in 48 hours, but I never get a call. I have confirmed my number on each call. I have ask to be connected directly to a manager or someone to schedule without needing to wait for a return call as that has not happened. Green Homes Systems has refused to provide an appointment only saying that they will have someone call me. They are failing to provide service per the warranty of the system. I am filing a complaint in hopes that we can have the warranty work completed as this is a relatively new system. Thank you,

  Business response

  06/20/2024

  As of 6/19/24 **************** Manager spoke to customer ********, They're we able to power-cycle the inverter. Inverter is faulty and a replacement inverter case has been created with the manufacture SolarEdge. 

  Customer response

  06/21/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Still, it should be noted it was not until I mentioned filing this complaint that I was able to get a response from Green Home Systems. Additionally, my name is spelled incorrect on their response. Also, I will give them kudos, their service rep ***** and ****** were both fantastic when I was finally put into contact with them. 
  
  Sincerely,
  
  *************************

*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. ↩