ComplaintsforSolarMax Renewable Energy Provider, Inc.

• Initial Complaint

  08/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Technician came out to install the envoy s box since our property did not come with one to track our solar panels. I was told the rate would be $400 for them to install. Technician could not connect the system due to some of the micro inverters needing to be replaced, therefore the system does not work at all. Solar max called to tell me that I'll need to pay another fee to have a Technician come out for the microinverters and I still have to pay the now $550 fee even though the system never got completed being set up. They take your money and are rude

  Business response

  08/16/2024

  Dear *********************************,

  
  Thank you for bringing your concerns to our attention regarding the recent installation of the Enphase Envoy at your property. We apologize sincerely that your experience did not meet your expectations, and we appreciate the opportunity to clarify the situation.

  
  Upon reviewing your case, it appears that the previous homeowner was a customer of ours, and they took the Envoy device upon the sale of the property, which is essential for monitoring your solar panel system. We understand your frustration upon discovering this omission and regret any inconvenience it has caused.
  You contacted us on 7/31/2024 to notify us that you purchased the new Envoy and request installation, which unfortunately is not covered under warranty. Our standard procedure involves a site visit fee of $250, with additional charges for non-warrantied issues at a rate of $150 per hour. Your appointment was scheduled for 8/14/2024, during which our technician successfully installed the new Envoy and initiated monitoring.

  
  Once monitoring was initiated, our technician identified that 8 microinverters were not communicating properly, a situation that necessitated replacement. While on site, we promptly reached out to Enphase,and they have approved the replacement of these microinverters under warranty.

  
  There will be an additional site visit fee of $250, with additional charges at a rate of $150 per hour, as you are outside of the contracted 10-year workmanship warranty for the system at your property.  Once the replacements are delivered to your residence, please contact **************** at ************** to schedule their installation. 

  Customer response

  08/19/2024

   I am rejecting this response because:

  The system was not fully up and running when the technician left. All lights were still red and he said that hopefully all lights will turn green which means the system is communicating whether the 8 are or not the rest should still be communicating and the lights should be green. This has not been the case at all. All we see on the app are black panels which your technician said if they are black that means the system is not working. In other words it was never working fully. Also to be hung up and cut off multiple times while speaking by your customer service is extremely rude. I don't agree with this decision. I have provided a screenshot of what the app shows everyday. The job needs to be finished and our system needs to be set up properly. 
  

  
  

  Business response

  08/27/2024

  Thank you for your continued communication and for providing additional details about your recent experience with the installation of the Enphase Envoy at your property. We sincerely apologize that the service provided has not met your expectations and for any frustration this has caused.
  Upon reviewing your case, it appears that the previous homeowner was a customer of ours, and they took the Envoy device upon the sale of the property, which is essential for monitoring your solar panel system. We understand your frustration upon discovering this omission and regret any inconvenience it has caused.
  You contacted us on 7/31/2024 to notify us that you purchased the new Envoy and request installation, which unfortunately is not covered under warranty. Our standard procedure involves a site visit fee of $250, with additional charges for non-warrantied issues at a rate of $150 per hour. Your appointment was scheduled for 8/14/2024, during which our technician successfully installed the new Envoy and initiated monitoring.
  Once monitoring was initiated, our technician identified that 8 microinverters were not communicating properly, a situation that necessitated replacement. While on site, we promptly reached out to Enphase,and they have approved the replacement of these microinverters under warranty.
  We have been informed that the *** equipment has been delivered to your residence.  Please contact **************** at ************** to schedule their installation.  
  There will be an additional site visit fee of $250, with additional charges at a rate of $150 per hour because you are outside of the contracted 10-year workmanship warranty for the system on your property.  

  Customer response

  08/28/2024

   I am rejecting this response because:

  The response was the same as the last response with nothing claiming that this would be resolved. I still do not accept until the job is done, here is my previous response that was ignored:

  The system was not fully up and running when the technician left. All lights were still red and he said that hopefully all lights will turn green which means the system is communicating whether the 8 are or not the rest should still be communicating and the lights should be green. This has not been the case at all. All we see on the app are black panels which your technician said if they are black that means the system is not working. In other words it was never working fully. Also to be hung up and cut off multiple times while speaking by your customer service is extremely rude. I don't agree with this decision. I have provided a screenshot of what the app shows everyday. The job needs to be finished and our system needs to be set up properly
  

  
  

  Business response

  09/03/2024

  Case # ***** was closed on 8/15/2024.  This case for troubleshooting has an outstanding service charges of $550.00 this needs to be paid for the work that was already completed.

  Case # ***** was opened to replace the micros after they have been delivered.  Micros were delivered to the customer and **************** at ****************** emailed and called the customer on 8/27/24 to schedule the service.  ************ will be a minimum $700 site visit wince the system is no longer in warranty.  The previous service needs to be paid in full for us to schedule to go out and complete this service.

  Furthermore, my latest response had given instruction for the customer to contact ****************** to get scheduled, in which they have not done.

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Inverter Manufacturer = ABB Model # = PVI-OUTD-S-US-A This has been down since Oct.2022. It's been scheduled for repair/replacement (3x), the last was March 29,2024, but has to be cancelled due to non-availability of unit. They always reason that manufacturer hasn't shipped replacement units.I inquired about any other replacement or resolution that can be done but they always insist that they have to adhere with the manufacturers warranty, but the question is when? i already lost 18 mons warranty and around $ 1800 electricity bill.This will be the 2nd replacement of this inverter model in 10 yrs. ( could it be a lemon product).All I want is my system to work again and if not done soon, refund me then my money since it seems this is not a reliable inverter/system or install a more reliable one.

  Business response

  06/11/2024

  Dear ****,
  
  Thank you for bringing your concerns to our attention and giving us the opportunity to address them.
  
  First and foremost, we deeply regret the inconvenience and frustration you have experienced due to the prolonged downtime of your ABB inverter, model PVI-OUTD-S-US-A. We understand the significant impact this has had on your energy costs and overall satisfaction with our service.
  
  We would like to provide you with an update and outline the steps we have taken to resolve this matter. After numerous communications with ABB, we were informed by ABB on 6/7/2024 that they expect to start shipping out replacement units sometime the week of 6/10/2024. We will be following up with ABB at the end of next week or by Monday of the following week to confirm the exact shipping date.
  
  We understand your frustration with the delays and share your concerns about the reliability of the product. However, as a service provider, we are required to adhere to the manufacturers warranty process,which includes waiting for the manufacturer to supply the replacement units.While this process can be lengthy and frustrating, it is necessary to ensure that warranty claims are processed correctly and that replacements are provided at no additional cost to you.
  
  We apologize for the repeated delays and the communication issues you have faced. We agree that the resolution has taken longer than acceptable, and we are committed to expediting the process as much as possible.Once we receive a confirmed ETA for the replacement inverter, we will contact you immediately to schedule the installation.
  
  Regarding your suggestion to provide an alternative solution or a refund, we will raise this issue with ABB and explore any possible options to expedite your case further. Your feedback about the reliability of the inverter will also be communicated to ABB to ensure they are aware of the issues their customers are experiencing.
  
  We appreciate your patience and understanding as we work through these challenges. If you have any further questions or need additional assistance, please do not hesitate to contact me directly. We are dedicated to resolving this matter to your satisfaction as quickly as possible.
  
  Thank you for your continued patience.

  Customer response

  06/11/2024

   I am rejecting this response because:
  As I have stated, this warranty issue/s already took so long for me to wait. The last update from an e-mail from *********************************** dated Jan.24,2024, the *** is 3-5 weeks, so that is supposed to be sufficient time for them to 

  follow up with the manufacturer. If it takes this long, I assume that the manufacturer doesn't make this model anymore, but there should be a compatible replacement model that they carry or make.

  I want my system to be fixed as soon as possible. 

   

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have Solar *** for 10 years* they install 26 Panels and never have a problem with them until now * i decide to Install a Tesla Battery with 9 More Panels with Sunrun* They come and Install the Panels on Early February 2024 and the Solarmax Panels Stop working a week after the Sunrun Panels were installed* I call Solarmax and the Enlighten System troubleshooting the Panels and they Say the Inverters were not reporting the Production* they recommend to call Solarmax to send the technician to check the inverters * Solarmax send the technician on 4/8/2024 and he just come in a check the house and a soon he find that a Tesla battery was installed to my house and assume and that Tesla Battery was connected to solar *** panels and he left with out saying anything and next day i receive a email from ******************************* from Solarmax * the email saying that because the tesla Battery was connected to the Solar *** Panels the Warranty was ********** so say that the Installation was only ******************************************************************************* $250 for just come in and $150 for every extra hour and i said i will not pay anything to solar *** and i will stop making the payments to solar *** * I call Sunrun and explain to them the situation and they sent a Technician from Sunrun and he show me that the Tesla Battery was only attach to the Sunrun panels * he says that they never touch the Solarmax panels because they understand how the warranties work and the Tesla battery is connected to only Sunrun Panels * i been email Solarmax and they don't respond my emails anymore so my panels stop working almost 3 months a go and i am possible looking to take them to court if they don't fix my panels * i fell like because is 10 years of the panels been installed they don't care anymore but went they want you to sell it they say don't worry the Panels & the Inverters are 25 years warranty . i even referred 4 new customers to ********************** * so as right now the panels are not producing and i have a negative balance with the city of ******************* *

  Business response

  05/10/2024

  Dear *****,
  Thank you for bringing your concerns to our attention. We understand your frustration regarding the recent issues with your solar panel system, and we sincerely apologize for any inconvenience this has caused.
  Upon reviewing your account and the details of your situation, we want to reiterate the terms of your warranty agreement. As per the contract you signed at the time of installation, your warranty coverage extends for a period of 10 years from the installation date. Unfortunately,this period has now elapsed, and any service requests beyond this timeframe are subject to standard service charges.
  Additionally, it has come to our attention that a Tesla battery was recently installed on your property, and it appears to have been connected to our solar panel system. Please note that any modifications or additions made by third parties, such as the installation of a Tesla battery,can void the warranty on our equipment. This is due to the potential impact such modifications may have on the functionality and integrity of the system.
  During the technician visit on April 8, 2023, it was discovered that the Tesla battery was indeed connected to our system, which unfortunately further invalidates any remaining warranty coverage. We understand that this may be disappointing news, but it's important to adhere to the terms outlined in the warranty agreement to ensure the proper functioning of the system and to protect your investment.
  We appreciate your loyalty as a customer and the referrals you have provided to SolarMax. Please know that we value your business and strive to address your concerns in a timely and efficient manner. However, in this particular situation, the circumstances regarding the warranty coverage and the involvement of third-party equipment present limitations on our ability to provide complimentary service.
  Should you wish to proceed with service or further discuss your options, including potential service charges, please don't hesitate to contact our customer service team. We are committed to finding a resolution that meets your needs and ensures the continued performance of your solar panel system.
  Thank you for your understanding.

  Customer response

  05/13/2024

   I am rejecting this response because:
  The Tesla Battery is battery is connected to the  9 Sunrun panels  no the Solarmax panels , I have Sunrun Technician come to my house last month and show me that my Tesla Battery is connected to the Sunrun Panels , I ready have the **************************** troubleshooting the System and they say that the Inverters are not working, and the Inverters & Panels warranties are for 25 years , so is only 2 things, one your technician is laying or you using the Tesla Battery as excuse to void the all warranty of the panels & Inverters and with your actions you just dont care about my business anymore, but I tell you what if you really want to help me and show good faith that you really care send your technician's to prove to me that  the Solarmax panels are connected to my Tesla Battery I will pay for the all repairs 

  Business response

  05/17/2024

  Thank you for your response. We understand your concerns regarding the connection of your Tesla Battery to the solar panels and the warranty issues.
  On May 16, 2024, we sent our lead electrical ******* to your residence, this is the 2nd technician that has gone out to access these issues. He spent approximately two hours thoroughly checking all the electrical components, with you present during the inspection. Our technician discovered that the Solar Breaker had been moved to a different location within the backup gateway by another party, not SolarMax. This action by ****** altered our original installation.
  We acknowledge that there are warranties in place for the inverters and panels. However, any alteration to our installation by another company, such as Sunrun, affects these warranties. We are willing to assist you with troubleshooting the system. However, please note that standard customer service fees and hourly rates will apply.
  Furthermore, SolarMax cannot alter any part of ******'s installation, including relocating the breaker back to its original position.Doing so would void the warranty provided by ******. We suggest you request a copy of the permitted plans to verify whether ******'s modifications were part of an approved design or done independently during installation.
  We appreciate your business and are committed to resolving this issue within the constraints of our warranty policies. If you have any further questions or would like to proceed with troubleshooting services,please contact our customer service team at ************
  Thank you for your understanding and cooperation.

• Initial Complaint

  05/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our solar panel installation ceased to produce electricity in Feb 2024. It took several weeks and two visits to determine the problem. Six of twenty panels need to be replaced. Replacement panels may be difficult to obtain (not my problem). Ten-year original warranty is still in place. I expect the problem to be fixed even if a completely new and updated system is needed. I expect to be reimbursed for the value of the solar power not produced and therefore the cost of power used/billed to me by SCE. I expect the system to be 100% operational between now the the warranty expiration date.

  Business response

  05/06/2024

  Dear ******,
  
  Thank you for bringing your concerns to our attention through the Better Business Bureau. We sincerely apologize for the issues youve experienced with your solar panel system and for any inconvenience this has caused. We understand the importance of having a fully functional renewable energy system and are committed to resolving this matter swiftly and satisfactorily.
  
  Regarding the malfunction that occurred with your system, we are aware that it has taken longer than anticipated to diagnose and address the issue, and we apologize for the delay. We appreciate your patience and understanding as we work through this process.
  
  We have scheduled a service visit on May 8, 2024, to replace the six faulty solar panels and to further troubleshoot your inverter to ensure all components are functioning correctly. Our customer service team will be contacting you today, May 6, 2024, to confirm this appointment and to discuss any specific requirements or questions you might have.
  
  Concerning your request for reimbursement for the lost value of solar power production, we are currently reviewing our policies related to compensation and will follow up with you to discuss this matter in more detail.We aim to provide a resolution that acknowledges the inconvenience you have experienced.
  
  Finally, our goal is to restore your system to optimal performance as quickly as possible, and we are taking all necessary steps to ensure this is achieved.
  
  Once again, we apologize for any inconvenience this situation has caused. We value you as our customer and are committed to providing you with reliable service and support. If you have any further questions or need additional information, please do not hesitate to contact our customer service team at ************ or **********************************************.
  
  Thank you,
  
  ************************* *******
  Sales Support Manager
  Marketing Manager
  SolarMax Technology, Inc.
  *************************************
  Direct:  *************
  Fax:  **************
  **************************************
  www.solarmaxtech.com

  Customer response

  05/10/2024

   I am rejecting this response because:  On May 8, 2024 SolarMax employees visited our home and spent considerable time on the roof.  They did not replace any (six) solar panels as stated in their complaint response.  The first visit of the day did not restore our system.  A later visit the same day also did not produce successful results.  The attached copy of their email the next day indicates further time/delay prior to resolution.
  
  
  

  Business response

  05/14/2024

  Dear ****,
  We appreciate you bringing your concerns to our attention and allowing us the opportunity to address them. We take customer satisfaction very seriously and strive to resolve any issues promptly and effectively.
  Upon reviewing the details of your complaint, we understand that on May 8, 2024, SolarMax Technicians were dispatched to your site to troubleshoot your SolarEdge Inverter and the 6 panels that were not producing power. During the inspection, our technician identified that 6 panels had ground wires touching, which was causing a fault on the inverter.
  Furthermore, our technician obtained a satisfactory operational status (S-OK) on the SolarEdge Inverter and Optimizers after resolving the grounding issue. Subsequently, the following day, 2 optimizers were no longer communicating, our customer service department liaised with SolarEdge, and we promptly initiated the process for their replacement (RMA:1037AECA-BF & 103809BF-10).
  A follow-up appointment was scheduled for May 14, 2024,during which our technicians replaced the faulty optimizers and conducted thorough voltage checks. We are pleased to inform you that only one panel required replacement during this appointment. Since this follow-up appointment,we have confirmed that all panels are now producing power, and monitoring is operating as expected.  (Please see attached confirmation that all panels and optimizer are producing power.)
  We sincerely apologize for any inconvenience or frustration this situation may have caused you. Please be assured that we are committed to providing you with reliable solar solutions and exceptional customer service.If you have any further questions or concerns, please do not hesitate to contact us directly.
  Thank you for your understanding and continued trust in SolarMax.

• Initial Complaint

  09/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had protective netting installed solar panels three weeks ago, Squirrels and neighbor's cat running on my roof. It rained a couple days later, heard drip sounds in my fireplace late evening. When, I called for inspection / repair, given October 18, 6 weeks after install date. Really, it can rain again and more damage. When, I asked for a sooner date, told . . . will call you, if their is a cancellation. Now each day, stressed it might rain seeing overcast and worried about mold and more. Even my Sales Rep could not get an earlier date. I'm a Senior, don't having money to spare.

  Business response

  09/26/2023

  Good Morning,

  Customer called reporting there is a roof leak coming from her chimney on 9/11/23, she said she noticed it right after the bird netting was installed back in 8/17 but had a family emergency and was not able to report it sooner. I did let her know that if its not solar related there is a $250.00 service fee.  Appointment is on the schedule for 10/18/23.  If an earlier appointment becomes available, we will contact the customer.  Furthermore, this customer does not have a chimney.  We will be on site 10/18/23 so check on this claim.

  Thank you.

  Customer response

  09/26/2023

  I am rejecting this response because:

  My complaint is the date being too far out, the possibility of rain before. Low priority. 

  The original installation took only a couple of weeks, why six to check for a possible leak?

  Plus, she did not tell me there is a $250 charge, if not due to their work. New to me!

  I have a folder full of emails, with issues. 

  Their primary focus is on installations, good luck to get them for anything else.

  Yelp, is full of complaints. 

   
  

  
  

• Initial Complaint

  08/14/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Back in August 2022 i signed up with Solar MAX to install solar in my house. Now we are in August 2023 and the solar has not been installed yet, or working, and the Credit Union company is collecting payments from my back account. they dont communicate back, or answer their phone calls .

• Initial Complaint

  06/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  SolarMax has failed to be responsive in a timely matter as this problem with the back up battery has been ongoing since purchase. The back up battery does not work and they replaced inverter as well. Still not working and not responding to calls. Next step will be legal if. Continued to be ignored. I have tried to elevate this beyond their”SolarMax” customer service but my call go in returned.

  Business response

  06/26/2023

  Good Afternoon,

  When a customer purchases a Solar Energy System and Battery from us, the manufacturers provide the equipment warranty, and we provide the Installation Services Warranty and the Production Guaranty.

  Our customer has experienced problems with their Solar Energy System and their battery. As a result, we were dispatched to the customer’s home to assist them with the manufacturer warranty issues. Under the terms of the manufacturers warranties, both the solar inverter and the battery were replaced by the manufacturer. Most recently, the replacement battery is being replaced under the manufacturers warranty.

  We empathize with our customer as there were lengthy delays in receiving the replacement parts from the manufacturers. Presently, we are trying to schedule the replacement of the 2nd battery as we have the latest replacement in stock now.

  We apologize for any issues our customer has had in communicating with our Customer Service Department throughout these repairs. We have experienced recent turnover in the department, and as experienced by many companies lately, we are having difficulty finding qualified replacements.

  When a customer signs a Home Improvement Contract with us, it is made extremely clear in our contract that we are not the provider of the equipment warranties. Our contract specifies that: “SolarMax REP is not offering any warranty above the manufacturer's warranty except as expressly provided herein.” We work with manufacturers when possible to resolve product warranty issues, but we are not the provider of the manufacturer’s warranty. We must rely on the manufacturer as the equipment warranties are between the manufacturer and our customer, not between Solarmax REP and our customer. We apologize for any dissatisfaction our customers experience for these delays.

• Initial Complaint

  06/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have requested a dollar amount to remove the panels from my home. And I need someone from SunRun to come to my property & test that all my panels are working. Because every since our panels were removed to have a roof replacement we have been receiving an extremely high SCE bill. Which has resulted in SolarMax misleading us to let them install another 39 panels on our home in addition to SunRun panels. The problem here is that it has not been verified that my original panels are all working as intended. Therefore I am done trusting you solar companies and want them removed so please give me an estimate for removing them. We are seniors over 65 years old & feel we have been taken total advantage of by both SunRun & Solar Max. Your response would be greatly appreciated

  Business response

  07/05/2023

  1. Customer has requested a quote “to remove the panels from my home”.
  Response: We cannot provide a quote. Removing the panels that are subject to a security interest of your lender would violate the terms and conditions of your financing agreements and constitute your default on those financing agreements. We respectfully refuse to be a party to such actions.
  

  2. Customer requests “someone from Sunrun to come to my property & test that all my panels are working”.
  Response: Please note that your contract for the Sunrun system is between you and Sunrun. Solarmax is not a party to that contract between you and Sunrun. The system belongs to Sunrun, and we are not allowed to touch that system without direct permission and direction from Sunrun. We are informed that your Sunrun system is meeting your Performance Guaranty. We are informed that your system has been producing consistently since your reroofing was completed. We are informed that a Sunrun technician is being scheduled to inspect your system as you requested.
  

  3. Customer states that since their “panels were removed to have a roof replacement we have been receiving an extremely high SCE bill.”
  Response: To repeat: We are informed that your system has been producing consistently since your reroofing was completed. We are informed that your Sunrun system is “very healthy”. Based on that information, an increase in your SCE bill would be due to your increased usage of electricity. A review of bills you provided support that your usage has increased substantially since your Sunrun solar energy system was installed. In other words, your Sunrun system is producing what it should. But you are using more electricity than you were before solar was first installed.
  

  4. Customer accuses us of “misleading us to let them install another 39 panels on our home in addition to Sunrun panels”.
  Response: You were not misled. You were given facts that can be backed up by your utility bills, and data from Sunrun regarding your Sunrun system production. Your second system was designed to meet your current electricity needs. We welcome the opportunity to share those calculations with you.
  

  5. Customer states “the problem here is that it has not been verified that my original panels are all working as intended”.
  Response: We are informed by Sunrun that your Sunrun system is performing as guaranteed in your Sunrun contract. It is performing as intended, as expected, and is meeting Sunrun’s Performance Guaranty.
  

  6. Customer states that “I am done trusting you solar companies and want them removed”.
  Response: It is our intention to restore your trust in us once you have the opportunity to review our response. We offer to meet with you to go over the numbers and calculations to show you that you were not, and are not now, being misled in any way.
  

  7. Customer states “We are seniors over 65 years old & feel that we have been taken advantage of”.
  Response: As a senior citizen myself, a legal professional, and a legal compliance expert, I am extremely sensitive to protecting our elderly customers, and assure you that you are not being taken advantage of by Solarmax. We welcome the opportunity to prove this to you in person if you will provide us with the opportunity to do so,         
  
  
  *** *******
  Senior Vice President
  **** ****** ***** **
  ******* ***, CA *****

  Customer response

  07/05/2023

   I am rejecting this response because: I standby my original request I would like the panels removed & to do no further business with SolarMax. I was deceived into adding these panels by SolarMax. All this talk about SunRun is another issue I’m dealing with aside from your company. My request for you to remove your equipment from my property is still a request. I am more than happy to speak with you but be advised it will not change my mind. I was taken advantage of by your sales rep yet again. 
  From your last response I can see this issue is not one that you are welling to correct knowing your company has done wrong by me. I am just mortified.
  
  

  Business response

  07/07/2023

  SolarMax also stands by our previous response.  

  1. Customer has requested a quote “to remove the panels from my home”.
  Response: We cannot provide a quote. Removing the panels that are subject to a security interest of your lender would violate the terms and conditions of your financing agreements and constitute your default on those financing agreements. We respectfully refuse to be a party to such actions.
  
  2. Customer requests “someone from Sunrun to come to my property & test that all my panels are working”.
  Response: Please note that your contract for the Sunrun system is between you and Sunrun. Solarmax is not a party to that contract between you and Sunrun. The system belongs to Sunrun, and we are not allowed to touch that system without direct permission and direction from Sunrun. We are informed that your Sunrun system is meeting your Performance Guaranty. We are informed that your system has been producing consistently since your reroofing was completed. We are informed that a Sunrun technician is being scheduled to inspect your system as you requested.
  
  3. Customer states that since their “panels were removed to have a roof replacement we have been receiving an extremely high SCE bill.”
  Response: To repeat: We are informed that your system has been producing consistently since your reroofing was completed. We are informed that your Sunrun system is “very healthy”. Based on that information, an increase in your SCE bill would be due to your increased usage of electricity. A review of bills you provided support that your usage has increased substantially since your Sunrun solar energy system was installed. In other words, your Sunrun system is producing what it should. But you are using more electricity than you were before solar was first installed.
  
  4. Customer accuses us of “misleading us to let them install another 39 panels on our home in addition to Sunrun panels”.
  Response: You were not misled. You were given facts that can be backed up by your utility bills, and data from Sunrun regarding your Sunrun system production. Your second system was designed to meet your current electricity needs. We welcome the opportunity to share those calculations with you.
  
  5. Customer states “the problem here is that it has not been verified that my original panels are all working as intended”.
  Response: We are informed by Sunrun that your Sunrun system is performing as guaranteed in your Sunrun contract. It is performing as intended, as expected, and is meeting Sunrun’s Performance Guaranty.
  
  6. Customer states that “I am done trusting you solar companies and want them removed”.
  Response: It is our intention to restore your trust in us once you have the opportunity to review our response. We offer to meet with you to go over the numbers and calculations to show you that you were not, and are not now, being misled in any way.
  
  7. Customer states “We are seniors over 65 years old & feel that we have been taken advantage of”.
  Response: As a senior citizen myself, a legal professional, and a legal compliance expert, I am extremely sensitive to protecting our elderly customers, and assure you that you are not being taken advantage of by Solarmax. We welcome the opportunity to prove this to you in person if you will provide us with the opportunity to do so,         
  
  *** *******
  Senior Vice President
  **** ****** ***** **
  ******* ***, CA *****

• Initial Complaint

  04/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to file a complaint against SolarMax, a solar energy company that I hired to install solar panels on my home. Unfortunately, my experience with this company has been incredibly frustrating and unsatisfactory. My project has been started in Nov'22, the installation has been delayed several times. I had to call them again and again to push the procedure and finally, the installation is finished but now the city inspector came 4 times and indicated the installation wasn't passed since several errors. I had to start paying loan in **rch, but I don't even know when it will be done yet. I require them to refund me the loan until the system is usable. 2 months loan statement uploaded.

  Business response

  05/09/2023

  Hello J******* **,

  First and foremost, I do apologize for the installation delays and issues with your City Sign Off.

  I am working with executive **nagement to ensure these corrections are addressed immediately.

  I also have approval to issue your reimbursement for 2 months of payments at this time.  I will contact you via email today to discuss further steps necessary.

  Thank you,

  Nicole Al*****

  Business response

  05/15/2023

  Good Morning,

  We have approved for a reimbursement of 3 months Loan Payments to be **iled on Friday, **y 19, 2023:

  3 * $223.36 = $670.08

  Our Operations Director will be in tomorrow so we can schedule and discuss all further item necessary to obtain City Sign Off.

  Thank you,

  Nicole Al*****

  Customer response

  05/17/2023

   I am rejecting this response because:
  
  I will wait until the check delivered.

• Initial Complaint

  04/20/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I purchased a solar system from Solar Max. 10 days later, due to financial reasons I had to cancel the contract. I contacted the sales rep Iveth A. & Flora D… I explained the situation. I have emailed and left numerous messages to get a copy of the canceled contract. It's been over a week and no one from Solar Max has contacted me. All I want is a copy of the canceled contract, that is All. The finance company sent me a letter stating that they have canceled the finance portion of the contract. Why can't Solar Max do the same?

  Business response

  04/20/2023

  Goof Afternoon,

  After receiving this email from the BBB I went ahead and forwarded the customer their executed agreement with an email confirming their cancellation as of 4/13/2023.

  I understand the request to them a "cancelled contract" but we cannot legally make modifications to a fully executed contract for any reason.

  I trust this confirmation email has resolved the issue.  

*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. ↩