ComplaintsforSolarMax Renewable Energy Provider, Inc.

• Initial Complaint

  04/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  our solar system had production and reporting issue since September 2022 and we have request multiple time for maintenance. They have sent service tech over to check the issue but don't do any repair upon today.

  Business response

  04/10/2023

  We are still troubleshooting their system.  Customer just signed agreement for 2nd system on their home 3/26/2023.  Customer knows we will continue to troubleshoot and is even giving us more work.

  CS Notes below:
  

  
  

  Tech was on site 3/13. He did notice several wires hanging off of the system touching the roof. Roof has light weight tiles and requested having a roofer with him when he goes back to check the micros. Tech also mentioned that the customer let him know an exterminator was on the roof and broke some roof tiles, and asked of that was something we could fix. He took pictures of everything. Will need to go back to possibly install ferrite rings and troubleshoot at least 2 micros.

  Customer response

  04/12/2023

   I am rejecting this response because: the service for the existing system and install a new system are not related. I need fix my existing ASAP. Trouble shouting were done two time in the six months period but no farther action has been take yet. According to Enphas, they already issued RAM for those not working invertors, but solar max didn't replace it yet 

  
  
  
  

  Business response

  04/18/2023

  Customer has confirmed appointment for 5/17/2023 to install ferrite rings for the communication.

• Initial Complaint

  02/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  SolarMax installed a solar system on my property and I was given the PTO (Permission To Operate) on 12/22/22. I was able to log into the Enphase Monitoring system and noticed that my system only displayed 18 of the 19 installed panels. When I looked at the inverters there was 1 in error status. I contacted my sales rep multiple times. At least once a week since 12/22. I put in tickets with SolarMax Customer Service and e-mailed solarmax customer service. I have not received a response from customer service on when this will be repaired.

  Business response

  02/13/2023

  Good Morning,

  
  

  As of 2/9/23, all 19 microinverters are detected and system is reporting normal.

  
  

  Customer response

  02/13/2023

  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.

  
  

  Thank you,

  Brian

• Initial Complaint

  01/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Began 12/28/22 city inspector arrived today looking left us with a correction notice. All the while telling my husband that he called them for incomplete work. The inspector informed us that there are exposed wires that were never reattached back, there are no permits or labels left for inspection, the switch was not supposed to be turned on, and that the technician was supposed to cover up the hole and not my husband After informing them we were contacted by the projects manager and they did send a technician to finish the patchwork on the outerwall and was told that they color match paint the walls if I had the paint available, which I provided. What resulter was my property covered by puddles of paint. This covered my water irrigation shut off valves for emergencies. That along with splatter marks of paint on areas that now look a carpenters pants only added to the insult. This is completely disrespectful and borderlines vandalism of property. My husband spent an hour shoveling paint out this area, rewashing it, then shoveling that back out. After sending pictures and complaints out to the company, my husband got a call back from the chief officer and sales rep. We were offered an apology. My husband was contacted by ***** the sales rep after this incident with promises of "working overnight to fix this and will get back to you asap". This was 2 weeks ago. The only reply we recieved since then was to schedule a final inspection. My husband did reply to him asking what came out of the whole situation. No replies whatsoever. Everytime my husbamd calls about the situation he keeps getting passed around with no one wanting to address the situation and no proper communication as to the final steps to take. We are still being charged for labor work when my husband performed a lot of the clean up for them.

  Business response

  01/20/2023

  Good Afternoon *******,

  First and foremost, I would like to apologize on behalf of our whole team here at SolarMax.

  SolarMax did not portray quality workmanship when it came to your panel upgrade. 

  With hope of repairing our relationship and building more confidence, I have received executive approval to credit your account for $500, which was processed around 12:30PM.  

  We are not dismissing the feelings of frustration you and your family have gone through, instead this is our token of appreciation and our sincerest apology. 

  I called and left you a voice message as well.  

• Initial Complaint

  01/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  * Date of Initial Contract - 08/31/2022 * Item - Solar Energy System for Rooftop * Total System Cost - $42,448.00 * Total Cost including financing - $46,307.79 * Brackets for panels installed - 11/11/2022 * Solar Panels installed w/electrical conduit eyesore- 11/15/2022 * Project completed w/electrical conduit rerouting - 12/14/2022 * Additional Cost of Rerouting - $1,600.00 ____________________________________________________________________________________ We have no complaint with the integrity of the solar panels that were installed or with the associated physical products that were used. Rather, we are disappointed in the lack of integrity and concern for customer preference by the project manager and his superiors. We discovered that, as consumers, our needs or desires had zero value and that SolarMax was only concerned with creating additional revenue streams and showed zero interest in customer service. We had been told that we would really like the installation because they do quality work. When the panels were installed, the technicians slipped away quickly without announcing that they were done or to ask for my opinion or if I had questions, etc. They just drove away quickly as if not to be noticed. Since we have a two-story house, I had to walk down the street a bit to gain visual access to our Southside rooftop where they had installed panel arrays #2, #3. Also, since the house just south of us in a single story house, there are no visual obstructions to our rooftop from the ground, those panels are clearly visible from the ground. I was stunned when I saw how the conduit was draped across the rooftop from array #3 to array #2 and west over the roof to array #1. Our salesman and a boss agreed with how hideous it looked. In order to correct the ugly installation, we had to pay $1,600.00 to get the installation that should have been done in the first place. We would like a refund of that $1,600.00

  Business response

  01/12/2023

  To Whom It May Concern,

  ******* ****** entered into a Home Improvement Contract on 8/31/2022 for her property located at **** *** **** *******  This contract was for the installation of a Solar Energy System as described below:

  Per the executed contract, there were no special requests added to the scope of work as it pertained to the Conduit Routing.  SolarMax has a policy to charge for additional work requested and document these changes in a Change Order in accordance with California Business & Professions Code that govern Home Improvement work by contractors.

  On 11/9/2022, our Project Manager spoke to the customer via a phone conversation to schedule the installation for roofing on 11/11/22 and electrical on 11/15/22.  The project manager followed up with an email at 11:21AM, which described the schedule and when/if the customer should be home to go over the scope of work.  There is a specific section on the email, which is highlighted to stand out, that states, “***If you are unable to be present during your installation to discuss the electrical installation and conduit run with the Foreman, we will proceed to install as per your approved layout and permitted plans. In the event that you do not like or there is an issue with it. For example, you don’t like the placement, you will be charged for the necessary changes***” The only response to that email was from ******* confirming the dates and providing his Wifi info for us to commission the monitoring on site. 

  Day 2 of the installation, on 11/15/22, was not completed due to weather issues, however, the conduit was installed, just not yet painted.  The crew returned on 11/17/22 to set the panels only.  On 11/17/22, the Project Manager and Sales Rep received an email from ******* stating concerns regarding the conduit run and the quickness of day 3’s installation.  Because the crew was only there for about 1 ½ hours, the customer’s opinion was that the installer rushed and did sloppy work.  This same day, when ******* returned home and drove down the street, seeing the conduit that had been installed, but not yet painted, she was not happy.

  On 11/18/22 the customer acknowledged that both his installation and his neighbor’s installation, that SolarMax also installed, were very similar.  When asked about his conduit, we walked outside, viewed his neighbor’s conduit and was pleased.  However, the customer then went into minute details regarding the differences and describing because his next-door neighbor has a 1 story home, when they drive up the street, it “allows a total view of your installation from a block away.”

  SolarMax’s scope of work was always to paint the conduit, at the day of inspection, to match their roof and would not be an eye sore.  Since the installation was complete, SolarMax scheduled the City Sign Off, but, the customer cancelled with the city official stating that the work was not finished.   Customer demanded for us to reroute, per his drawing, and SolarMax agreed at the additional cost of $1,600.00.  The customer had 48 hours from the 11/15/22 installation date to the 11/17/22 completion date to note any issues, but they waited until after everything was complete.  Customer agreed to the added charge for the additional conduit and labor, signed the Change Order, and paid the contracted amount. Our crew went out and reran the conduit on 12/12/22.  Customer states he is happy with the work completed as of now. 

  As stated in the Home Improvement Contract:

  “Entire Agreement

  The Contract Documents are the entire agreement and constitute a complete integration of all understandings between Solarmax REP and Buyer on the subject of the Photovoltaic System. The Contract Documents supersede all prior negotiations, representations and agreements, whether written or oral. No subsequent notation, renewal, addition, deletion, change or amendment to this contract shall have any force or effect unless in the form of a written Change Order or amendment to this contract.”

  Customer response

  01/15/2023

  I am rejecting the response because: the business was careful not admit that during the weeks that passed after I voiced my complaint, no one from their company or a representative came out to look at the problem in person.  ******* *******, the project manager, vehemently stated that there was nothing wrong with the installation, that it looked perfect.  The conduit went in a straight line from one array to another. It was direct and expedient. (Saved emails)   He was not interested in aesthetics. Yes, ******* compared it to an installation of a similar house across the street from my house.  I countered that his aerial view does not tell the whole story in that a two-story house blocks the ground view of that house so that the installation is not necessarily noticeable from the ground by pedestrians, etc.   I explained that in stark contrast, the house that is immediately south of our house is a single-story home.  As such, our entire southern roof surface is exposed to viewing from the street from nearly a block away. There are no structures obstructing the view of the panels and the conduit that is strung across our rooftop, tasking the most direct route from the three different arrays of panels.  It is obvious to me that no mere paint job would adequately camouflage that conduit. ******* stuck to his guns as he did not want to hear about my concerns; he merely summarily dismissed me and them.  No one came out to take a look. They just relied on aerial photos which were and are deceptive and do not allow for what neighbors and passers-by can see. 

  
  

  After I sent ***** *****, Salesman, a voice mail message & texted photos on November 17, 2022, describing the hideous sight on my roof, ***** texted me back with"... They did not do a good job. Unacceptable." (I saved the text.)  He promised that they would take care of the "ugly" installation. ***** said that he showed the pictures to staff members, and one of the superintendents admitted that that was an ugly installation, and that paint would probably not adequately hide that conduit. I explained to ***** that we had toured the neighborhood looking at Solar installations. Out of the dozens we saw, and we were looking specifically for conduit, we could not find a more obvious placement of conduit than on our roof.  Weeks went by without anyone coming out to look at our roof to work out a solution.  ***** could not get an answer from the hierarchy that he passed along to us. He kept saying that he had written emails and had meetings about the eyesore on our roof.  Obviously, we were not getting anywhere. 

  
  

  Finally, on Thursday, 12/1/2022, ***** texted me to advise that, "Management will be contacting you tomorrow."  Of course, I did not hear from anyone. In the meantime, a SolarMax installation was contracted weeks after ours was started and completed in one day just two houses south of us. Three SolarMax vehicles were there all day. That family was referred by the family we referred on the day of our contract.  Still, there was no word.  On 12/07/2022, ***** called to alert me that SolarMax had decided to move some of the conduit and just paint over the other. I asked what if the section that was merely painted over still appeared obviously hideous, what then?  Would I have recourse?  That's when ***** revealed the crux of the problem when he said that SolarMax did not want to incur the cost of fixing their ugly installation.  They hoped that we would not notice once it was painted. He said that it would cost money to move the conduit to do an aesthetic installation and not just an expedient one.  I asked how much money. ***** said around $1,800.00. I said that if that what it took to get a decent looking installation that I had choice but to pay it.  I added that either I pay them to correct their ugly job or pay other electrical contractors to do so.  Either, I was not going to leave that eyesore in place.  At least, I knew that using them, I would not risk tampering with our warranty.  They scheduled the re-route in two days and charged us $1,600.00. The electricians that came out did a beautiful job of re-routing and stated that it should have been done that way from the beginning. 

  
  

  That is when I knew that SolarMax's only interest is in creating new revenue streams.  I reflected that I could not get an answer even as a new installation went up two houses down the street - referred by the family that I referred - new revenue, which meant immediate attention/action. When I agreed to pay for their apathetic, grotesque conduit re-routing, they perked up and scheduled right away.  We paid because we had no choice.  That does not make it a good or decent business practice on their part.   They knew that they were taking advantage of our disgust for their original installation.  Thus, we are requesting a refund in the amount of $1,600.00.  We were paying to fix their sloppy work, and that is not right.

  
  

  I have attached a photo of what the re-routing of the conduit looks like. The gentlemen who did that work commented that they only did what should have been done in the first place and that they were surprised that SolarMax charged us to correct their mess.

  
  

  Please be advised that I have copies of the email and text correspondence that went back and forth. I am not sure of how to attach them to this document.

  
  

   

  
  

  
  

  
  

  
  
  
  

• Initial Complaint

  12/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Started process 4/22 Signed contract 5/22 %/22 SolarMax site survey completed (I told Solar Max i wanted 16 panels, after site approval nothing was said to me otherwise) 6/22 LADWP application/fee sent via SolarMax 7/22 DWP cancels project 7/22 left message for SM ****** *****-no reply 7/22 left message again for A. *****-no reply 8/22 spoke to ***** ****** SM Salesman) about denial, he told ME to contact LADWP 8/2 I contact DWP, get project approved 8/22 repayment (from me0 sent by SM to DWP 8/22 left message with A. *****-no response 8/22 left another message for A. *****-no response 8/22 project approved and has been, per DWP 8/22 texted M. ****** about update (THEN he tells me my place will ONLY accommadate 11 panels. If i go with the regular, cheapest panels it will only double my power, but if i upgrade to their highest, most costly panels, it will get close to tripling my power) *WHY was I told this AFTER the original site approval back in MAY, that my place could only fit 11 panels? 10/22 no word from SM, left voicemail again for A. ***** at SM-no response 11/22 M. ****** (SM sales), calls me and leaves message "I was forgotten about" and company is short staffed, everything ready o go just waiting to put it on their calendar. 11/22 M. ****** calls to tell me the are waiting for LA County to give approval.

  Business response

  12/06/2022

  Good Day,

  Please be advised that SolarMax understands the frustrations from ***** Day regarding her project.  There were multiple delays, out of our control, that also frustrated us.  As a licensed Contractor, SolarMax is required to adhere to all requirements set forth by the Utility, City/County Building Officials, as well as HCD.  SolarMax initially submitted for permit approval on 8/30/2022, about 10 business days from the customer’s layout approval.  LADWP’s ESR denied our proposed plans, stating that per updated Building Codes, solar installation would not be allowed on this type of property.  We have a lot of emails back and forth with LADWP because *****’s neighbor across the street, has solar, on the same property type.  LADWP was not budging, they stated that her neighbor got their solar installed before the Building Codes were updated.  ***** took it upon herself to reach out to higher authorities at LADWP to fight this decision.  Finally, SolarMax received a call from the LADWP ESR, who stated, “LADWP is approving this installation for political reasons.”  ***** had suggested that she would bring media attention, “ABC 7,” to fight the codes if LADWP did not approve.  SolarMax was able to resubmit on 10/4/2022 and received the Permit on 11/18/2022.  This customer could not be scheduled because she has an HOA that requires an application and review by the board, in order to install.  HOA Documents were submitted to *****’s HOA on 8/24/2022, which went unreviewed to this day.  On Friday, 12/2/22, we addressed this with ***** and offered her to sign a waiver, assuming all responsibilities should the HOA not approve the installation.  She has now signed the HOA Waiver, and she is at the top of the list to get an installation date.  We thank her for her patience and hope she understands that we were required, by Contractor State License Laws, to adhere to the directions of the higher authorities.  We are very happy we received proper approvals and she should be installed soon!

  Thank you!

  Business response

  12/08/2022

  Our Operations team called, left a message and emailed ***** Day yesterday to put her on the schedule for 12/14/22.

  We need a response from her if she wants to move forward.

  Customer response

  12/08/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18***785, and find that this resolution is satisfactory if the panels are the highest level of power, there will be a discount applied to my total, and installation scheduled for 12/19/22 since this is my winter break and I will be home, as required for the installation.

• Initial Complaint

  11/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This company failed to file for permission to operate (PTO) and only discovered their error when I contacted them regarding my solar. Many emails have gone unanswered and those that are answered do not provide an adequate solution. I feel ignored by this company for the most part and all I was offered was a text that stated "I am sure you have made a clerical error in your life". That is not an apology, nor is it acceptance of responsibility for the mistake they made. This is unacceptable and rude. I have paid for a service that has been delayed due to their incompetence. As a result of their failure to file the PTO, I am without solar for another month and will have to rely soley on the electricity I receive from the electric company. They are costing me money with their mistake. So I am now without solar and am using energy that should be being supplied by the solar panels. I should be reimbursed for the cost incurred as a result of their failure. They are able to estimate the amount of solar that I produce and have provided me with such informatoin before I signed the contract. Therefore, they can make appropriate reimbursements for such an error that was theirs.

  Business response

  11/21/2022

  We apologize for the unforeseen delay in submitting for your Permission To Operate. As soon as the error was noted, the PTO Team expedited your submittal. You should have PTO very soon!

   As stated in our other email communications through Yelp, I have been approved to start your Production Guaranty effective 10/1/2022, this way, any lost production over the past 4 weeks can be paid during your annual true up. We value you as a customer, we are sorry you were not satisfied throughout the process and we will make sure we do better moving forward.

• Initial Complaint

  11/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Attached is our solar contract. We signed our contract 11/24/2021. It has almost been a year since we began the project. Throughout the process we ran into some hold ups that include, permits, miscommunications, changes, and contractor issues. I originally signed a contract for a 400 amp panel upgrade. The representative for solarmax tech submitted a request through sdge for a 200 amp panel upgrade. This mistake alone cost us multiple months. Their project manager *** ***** is a nice guy, but very hard to get a hold of. I call in and can rarely get a hold of him. I am told to email him, but when I do many of my messages are left unread and/or without a reply. Recently we seemed to be at the tail end of the permitting process and ready to install the new electrical panel for the solar, but solarmaxtech said that I will have to pay more for the system due to changes in their financing. However, I signed a contract to get the system for a specified price at 0% interest, but now they want to raise it. I simply want what my contract states.

  Business response

  11/14/2022

  Hello,

  
  

  SolarMax is working with the customer to find an acceptable resolution.

  We will report back as soon as we can.

• Initial Complaint

  10/17/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 10/2017 I bought a complete solar system from Solarmax which included parts and labor warranty. Last month one of my panels stopped reporting/ working. I emailed and emailed them several times. I have never received a response. I contacted Enphase the manufacturer about the issue. Enphase troubled shot the problem and sent me an RMA and the new hardware. I told Enphase that I can't get ahold of Solarmax. On Oct 13th Enphase sent an email stating that they sent me the hardware and asked them to complete the repair and communicate with me. I still haven't been able to get in contact with Solarmax. I called and followed the automated phone system and instead of having my call go to customer service, I acted like I was a new client and promptly reached a person. Unfortunately, they transferred my call to customer service, and once again no one was there to take my call.

  Business response

  10/21/2022

  Customer is confirmed for Thursday 11/3 between 1-3pm for our tech to replace the micro. 

  Customer will not be home but he is going to leave the micro on top of the AC unit by the gate so we can replace it. 

  Gate will be unlocked as well. 

  As soon as the micro is back up and running, we will respond again.

• Initial Complaint

  10/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Solarmaxx installed our system at a cost of over $26,000 Last month as I was pulling weeds near the main electric panel that they installed I received a big electric shock After investigating the cause we found burned wires that were shorting to the box and ground wire due to being poorly insulated and improper installation. I have called them and asked them to repair this but I have never received a response.

  Business response

  10/19/2022

  Customer is scheduled for a field evaluation today. 

  We reached out to them within 24 hours of receiving the first notice. 

  As soon as we have the results, we will prepare a formal response. 

• Initial Complaint

  10/02/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a home solar system from SolarMax in summer 2019. My system came with a 10-year power performance guarantee and 10 years of monitoring. Less than three years after the system was installed, the monitoring stopped working due to T-Mobile retiring its 3G network. When I called SolarMax to ask what to do about this, they said that I would need to pay $625 to install a WiFi card, and that my power performance guarantee would only be valid if I paid for this upgrade. When I purchased the system, the salesperson, **** *****, told me via email, "Our system does include monitoring. We do not charge additional for our monitoring." He didn't mention the 3G modem or say anything about the monitoring being conditional on a third party supporting 3G. With 7 years remaining on my power performance guarantee, I have no way of verifying that the system is performing as expected. If energy production decreases, then I won't know, and SolarMax won't compensate me for the underproduction. I feel like I'm being forced to pay an extra $625 for something that was supposed to be included in the upfront price. I would like SolarMax to install WiFi or a new modem on the inverter and restore monitoring at no cost so that I can continue to verify that the system meets its power production guarantee.

  Business response

  10/10/2022

  We understand and share your frustration over the discontinuation of the 3G service for your SolarEdge cellular modem. The discontinuation of the 3G service for your SolarEdge cellular modem was not due to actions of SolarEdge, or Solarmax REP, but rather the action of the cellular service provider. We recognize that this is an unfortunate event that has negatively affected you and your ability to monitor your Solar Energy System.

  The discontinuation of the 3G service from a 3^rd party provider, is not a condition that is covered by the SolarEdge Limited Product Warranty, as it is not a product defect in workmanship or materials. The SolarEdge Limited Product Warranty, in place at the time of your installation, states that the Limited Warranty will not apply if the Product or any part thereof is: “rendered non-functional as a result of action of third parties”. This would apply to the cellular modem that was rendered non-functional by the actions of a third party cellular provider. Similarly, it is not covered under the SolarMax Renewable Energy Provider, Inc. Installation Services Warranty, or Production Guaranty.

  Solarmax Renewable Energy Provider remains committed to honoring all of our contractual obligations to our customers. However, providing no cost replacement of these 3G modems is outside the scope of the agreement between you and Solarmax Renewable Energy Provider, and is not included in the work that you contracted us to complete. Any additional work would be handled under a new and separate Home Improvement Contract as required by law. We have provided you with an option to continue to monitor your Solar Energy System, but that is not a no cost option. While we regret the circumstances that prompted your complaint, we appreciate the opportunity it provides to review this matter with you. 

  Customer response

  10/13/2022

   I am rejecting this response because:
  
  The price that SolarMax is charging for WiFi, $625, is unreasonably high. I can buy a SolarEdge Wireless Gateway for $340. I would like to self-install this device (which does not require opening the inverter). Before I purchase this device (at my own cost), I need SolarMax to confirm that they will allow me to modify the settings on the inverter (to connect to the gateway) and that my production guarantee will be valid with this new monitoring setup. I emailed ***** ******* (Inside Sales Manager at SolarMax) about this on September 13th and September 28th, and left him a voicemail on September 30th, but I have not heard from him. The last I heard from ***** was on August 16th, when he said he was looking into the inverter warranty terms.

  Business response

  10/20/2022

  You claim that $625.00 to purchase and install a SolarEdge Wireless Gateway is “unreasonably high”. You state that you can purchase the part for $340.00. Sales Tax would add another $36.35 for a total of $376.35. Our price includes sales tax. That leaves the remaining amount of $248.65 for installation cost.

  Here is what you are receiving for your $248.65:

  1. A highly experienced Monitoring Technician must drive 95 miles from Riverside to San Diego, taking somewhere between 1 hour 45 minutes to 2 hours or more depending on traffic.

   

  2. Our Monitoring Technician needs to install the part, which does include:

  1. Opening the inverter to install the part.
  2. Installing the part.
  3. Connecting the part to the inverter.
  4. Connecting the part to your wifi modem.
  5. Ensuring that the inverter is operating properly and reporting production properly.
  6. Updating firmware on the inverter if needed.

  This will take approximately 30 to 60 minutes, and possibly more.

  3. Returning 95 miles to Riverside.

  The total time involved would be 4 hours minimum, and possibly more. So, you are paying about $62, or less, per hour for the job. While you are entitled to your opinion, that is not unreasonable for a trained and experienced Monitoring Technician. By utilizing our trained and experienced Monitoring Technician, you are also preserving your Installation Services Warranty, and SolarEdge Limited Product Warranty. Most electrical contractors charge a travel fee plus a one hour minimum, so our prices should not be considered unreasonable.

  You stated in your complaint that “I would like to self-install this device (which does not require opening the inverter)”. However, we have confirmed that installing the SolarEdge Wireless Modem does involve opening the inverter. Your SolarEdge Limited Product Warranty specifies Warranty Exclusions that state that the warranty does not apply if the Product or any part thereof is “opened, modified or disassembled in any way without SolarEdge’s prior written consent”. You will need to check with SolarEdge to determine if this is applicable to your performing the work yourself, or if any other Warranty Exclusions may apply.

  Additionally, SolarMax Renewable Energy Provider’s Warranty Exclusions include a Solar Energy System that has been “repaired by anyone other than SolarMax REP and its authorized dealers/installers, the warranties herein will not be applicable”. That would include opening the inverter to install new parts.

  While we are sorry that we cannot condone having you install the equipment yourself without potentially jeopardizing your warranties, we are confident stating that our prices are not unreasonably high.

  Customer response

  10/22/2022

  Better Business Bureau:
  

  I have reviewed the response made by the business in reference to complaint ID ********. Reluctantly, I accept this resolution.

  
  

  In the contract, I see that it is the homeowner's responsibility to maintain internet access. However, the contract did not mention that we would be relying on T-Mobile 3G service, and that I would have to hire a professional installer to replace the modem if T-Mobile discontinued 3G service. The contract explains the following,

  
  

  “Buyer is advised that the following events are the most common sources of lost monitoring connectivity: (a) change of Internet router; (b) change of Internet service provider; (c) plugging EOP devices into power strips; (d) unplugging monitoring equipment; and (e) utility-related power outage.”

  
  

  The text above refers to “change of Internet router”, implying that WiFi would be used. It does not mention the discontinuation of 3G service as a possible cause of the outage.

  
  

  I think SolarMax could have served its customers better by installing WiFi at the initial system installation rather than pre-paying for 10 years of 3G service and leaving the homeowner to deal with the upgrade. At the very least, they could have given me the choice between 3G and WiFi when I bought the system. When I was comparing quotes, I asked SolarMax about the internet connection in an email via EnergySage to **** *****:

  
  

  “2. How does the SolarEdge inverter connect to the internet for monitoring? Will there be any service charges?”

  
  

  His answer was:

  “2. Our system does include monitoring we do not charge additional for our monitoring.”

  
  

  Note that the answer did not mention 3G or the fact that I would have to pay more than $600 in the event that T-Mobile discontinued its 3G service. He just said that monitoring was included at no charge.

  
  

  While I am disappointed by the outcome, I appreciate SolarMax taking the time to explain their position, as well as the BBB's support in facilitating the communication. If SolarMax continues to install cell modems in the future, then I hope that they will inform homeowners that they will be responsible for any modem replacement cost. They should also encourage homeowners to use WiFi in the initial installation rather than pre-paying for cell service.

*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. ↩