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:12/06/2023

  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.

  Progressive installed our solar panels. The system that provides the report of how much energy the panels are generating is not working. I have been calling and writing to the company several times. More than a month ago, I was able to contact the owner, he came to our house. He looked around and told me he would need more time to check the panels and find out why we were not receiving a report, so he said, he will come back. This was about 2 months, and he never came back nor responded to my calls. So we expended all this money on the solar panels and we can't tell if they are working, our energy bill has been very high.

  Business Response

  Date: 12/12/2023

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

  
  We would like to thank you for reaching out to the Better Business Bureau regarding our service and your solar system. However, there seems to be a little confusion about what is happening with your system.Recently, you called me about your monitoring system, which is no longer communicating. When you recently called us, and I came out immediately because I was in your area, I came out at no charge to you. Please understand that this is not covered under our warranty, and it was us providing exceptional service.

  
  Upon arriving at your home we checked your solar system monitoring, we found that your monitoring system was plugged into a socket that no longer had power. This is an electrical problem in your home, not with your solar system or monitoring system, example would be a light without power will not light.

  
  You wanted to try plugging the monitoring system for your solar system into your office because this is where your router is located, which I did. At this point, you informed me you had a conference call, which did not allow me to stay and review whether the monitoring system would work at that location. We are now at a point where you are providing complaints to the Better Business Bureau, and that really disappoints me. I was trying to be as helpful as possible even though, at this point, we know that this has absolutely nothing to do with me or my fine company but, in fact, is issues with your home.

  
  I will be sending over an invoice for me to come out again and check out your solar system from top to bottom, including the monitoring system, and get it up and running. This call can take anywhere from 1 to 5 hours  and I will need a homeowner available at all times during this service call. If there is something wrong with the solar system that is outside of any manufacturer's warranty, there may be additional service charges for parts and labor also please understand that the manufactures do not cover labor charges.

   

  We cant know if the solar is up and working because the monitoring system has been down since December 4, 2022.Again, this is due to electrical wiring problems in your home and has nothing to do with me or my company. Once you pay that invoice that I'm sending to you through this email for a new service call, I will put you on the calendar, and we will be there within 10 business days to diagnose the solar system and monitoring system. I will also need you to remove you complaint with the BBB.

   

  
  I also want to make you aware of the service process. First, we must get the monitoring system up and reporting to see what the system is doing. Because you have allowed the monitoring to be down for such a long period of time, it will take 1 hour of download for each and every day the monitoring has been down, approximately 365 days of downtime or 365 hours of upload. So this will take two trips to complete.
  I would also like to make you aware of the warranty on your system.  Progressive does provide a 10 year workmanship warranty which would cover workmanship issues, this does not fall into a workmanship issue nor is this within your warranty period.  Your system warranty started on your contract date which is 04/18/2011, 12 years ago.

  
  I also would like you to have my personal company email because I have not seen any email from you during this period we do have aggressive filtering on our email and your emails could be in a spam or junk file, if so I apologizes for missing your communication .  My email is ************************.  Please communicate through response to this email because I am not always available to answer a call.

  
  I would thank you for choosing Progressive Energy Solutions, and I wish you a Merry Christmas.

  
  I am providing a copy of this letter to the BBB.

  
  Please see invoice attached.

  
  This email was sent to email address of ******************** last known email address