Complaints

This profile includes complaints for Epic Home Solar's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Epic Home Solar

  Jamestown, CA 95327

• 

  Epic Home Solar

  910 Pleasant Grove Blvd Ste 120-348 Roseville, CA 95678-6193

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:07/15/2024

  Type:Order Issues
  Status:

  UnansweredMore 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.

  This company was hired to complete work under an insurance claim after wether related damage. Contract was signed and down payment was paid. After the down payment was paid, I was able to contact them once. Now, there is no answer or reply to messages. **************** has been unable to contact as well.

• Initial Complaint

  Date:06/27/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  I purchased a solar panel system from Epic Home Solar dba Epic Energy in 2018 which came with a 25 year warranty. I noticed that my electric bill for June 2024 was off which prompted me to investigate my solar system. The system is down. I called Epic and left a message June 19, 20, 21, and 24 with no call back. I also emailed them and tried all the options on the phone to speak to a person. On June 21 I was searching for an alternate contact and found the number for a person that stated they were a sales rep for Epic and said they were probably just too busy to call me back and that they are still in business. He asked that I text him my service needs and he will reach out to Epic. He texted me back stating that Epic had received my voicemails, Epic understands my service needs, and they will call me within 24 hours. Well, they never called me. I left another message after this. I was able to speak with the system manufactuter Solar Edge who said my inverter is out and I need a new one. It is under warranty, I just need my solar company to install it which should be covered. Since I can not get through to anyone at Epic I hired another company which is costing me $650 plus the added cost to my electric bill because of the delay in service.

• Initial Complaint

  Date:06/06/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  In 2021 I had Epic Solar install a solar unit on my house. In March of 2024 i realize my inverter isn't working. I get in contact with Epic and it is confirmed the inverter needs replacement. I don't have any contact from Epic since April when I was told the inverter was bad. I call and text Epic everyday and leave a message. Nobody answers the phone or returns calls. My system hasn't worked in 6 months at this point.

• Initial Complaint

  Date:09/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  I went through Epic energy to have solar on my house. I was having a problem with it not working properly. I went on the solar edge app to trouble shoot Aug 15, 2023. Solar edge stated I needed to get in touch with the installer because the inverter was not pairing panels. I called Epic Energy because they were the company that original installed the solar. **** at epic said the inverter wasnt working and would order a new one. I have made numerous calls to Epic Energy just receiving a voice message which I leave out of frustration, asking for any information regarding inverter status. On Sept 6, I placed a call to Epic Energy **** (project manager) answered and told me only **** could talk to me, I asked her if the inverter had arrived she told me not as of the Aug 30th. I asked her if **** would please call me. That has not happened. Today I went on my solar edge app to see if the inverter had arrived. As of my case # it says the product was delivered Aug. 21, 2023. To an address in **************, I dont know where Epic Energy has there products delivered. it has been a month and I feel like this company has no communication with customers. I paid a lot of money to this company for Solar Id like it working properly.

  Business Response

  Date: 09/18/2023

  Hi *******, 

  Apologies for the delay! We are looking into whether the inverter was delivered and our team will get back to you shortly with a date and time when we can perform the service call! 

   

  Thanks, 

  Team Epic

  Customer Answer

  Date: 09/21/2023

  I am rejecting this response because:I have tried to communicate with Epic Energy this week. Problem still not fixed. 
  

  Business Response

  Date: 09/21/2023

  Hi *******,

   

  We tried calling you on August 19th, and left you a voicemail. We got in touch with you yesterday and have your new inverter set to be installed on October 5th.

   

  Thanks,

   

  Team Epic

  Customer Answer

  Date: 09/21/2023

  I am rejecting this response because.I have kept all my correspondence with your company epic energy and any voice messages with your company. I did not speak to anyone yesterday regarding the inverter or the date and time to be installed. Oct 5th For ********************************************************************.  Im hoping this actually gets done. Because its costing me money everyday its not working.
  

• Initial Complaint

  Date:06/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  On new roof there are shingles that need to be fixed,on the solar system the ground cables need to be re located into the garage. The wiring in the fuse box needs to be fixed the fuse box panel is installed improperly the panel sits about an inch away from breakers because of new wiring needs to done properly

  Business Response

  Date: 06/07/2023

  We are investigating the issues the homeowner has claimed and will respond to them shortly as soon as we have the details. It is worth noting that the project (roofing and solar) did pass inspection by the building department however we will strive to resolve any issues that remain. 

• Initial Complaint

  Date:05/18/2023

  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.

  I went through Epic Energy to have solar panels installed in my home and were able to begin using them fall of 2021. By fall of 2022 they completely stopped working and when I finally was able to figure out the mobile app through solar edge to check what was wrong, I saw that they hadn't been producing any energy for the last months. I call them and they say the inverter went out and they can order one, but no ETA on when the part would get there. Then, I get another update weeks later that it has been shipped, but no tracking number is available so they wouldn't tell me when the part would get there. When I finally call another couple of weeks later on a Monday, I was told that the part was there, but they couldn't tell me when they can send someone out. Now almost 2 months later I have an appointment set up and I am now being told I have to pay $300 for them to replace the part. If the part is covered under warranty because within 1 year it stopped working, then so should the service be covered as well! According to them they aren't the manufacturer, so they have to charge for their service; as if I chose Solar Edge to begin with. I am spending 30k on these panels and I truly regret getting into this contract with this company. Absolutely horrible experience.

  Business Response

  Date: 05/19/2023

  Hi **************, 

  Unfortunately, we do not provide monitoring services (as we give the homeowner the tools to monitor their systems) and the defective part is covered under the manufacturer warranty, not Epic's workmanship warranty. SolarEdge does take a long time to send ship their replacement parts but now that we've received it I'll work with the service team to get you scheduled as soon as possible. As this is a manufacturer issue, the manufacturer is typically responsible for the service fee to complete the repair but I will check with my team to see if there are other reasons for the $300 service fee. 

  Thanks, 

  Team Epic

  Customer Answer

  Date: 05/19/2023

  I am rejecting this response because: I understand that the monitoring part does fall on the homeowner, I do not have an issue with that. With that being said, I highly doubt that I am the only customer that has had this issue, so when I am calling and I constantly get "I don't know" as an answer, it's of course going to create frustration. There should be a clear timeline of when issues can be resolved, rather than just telling the customer "IDK." I was given a detailed answer by **** that their technicians "also have to be paid" so if I want them to replace my inverter then I have to pay OR I can simply take the inverter to another company and have them replace it. Which means I am going to have to pay regardless and trying to send me with someone else to get it replaced is not appropriate given that I went through EPIC, so that is the company that should be assisting me in fixing my issue. If the manufacturer is covering the service and the part as well given that is their issue, then there's absolutely no reason why I should have an invoice from Epic in my email right now for $300. 
  

  Business Response

  Date: 05/19/2023

  Hi **************, 

  I talked to my team and this is the only issue. We will forgo the $300 service fee. Thanks for being part of the Epic family! 

  Team Epic

  Customer Answer

  Date: 05/19/2023

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

• Initial Complaint

  Date:02/13/2023

  Type:Product Issues
  Status:

  AnsweredMore 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.

  I signed a contract with Epic Energy's ****** branch on October 2022 for a solar panel installation. The saleswoman, *******, made a guarantee that I would get a price cut on my the amount I would pay, but when I received the contract 1 week later, my prices were the same. At the bottom of the contract, it states that Sunnova (the company partnered with Epic) makes no guarantees or promises regarding federal tax credits or discounts. I was not made aware of this when ******* lied to me about the supposed discount. Not only that, she promised that Infinity Energy (the installation company) would offer me a ********** gift card to pay for improved insulation in my house. I reached out to ******* multiples to check on the status, but she never responded. I contacted Infinity about this, and they claimed they were only in charge of installation. They gave me the number of *******'s supervisor. I called the supervisor and explained the situation, and detailed everything ******* promised, including the gift card. A few days later, ******* called and apologized, claiming on whatsapp that she sent my gift card containing $750 to my email address. I waited for a week, but it did not arrive. I spoke to her supervisor again to complain regarding the card. Two days later, ******* sent me a third message asking for my email address to send me the gift card. A day later, she messaged me with a receipt showing an order number. I contacted ********** and gave them the number, and they claim that they were unable to locate my card and that I should tell the sender to contact them directly. I relayed this back to ******* with an email address and phone number to call **********, but to this day, I have not received a response. I am now convinced that *******, and by extent Epic Energy, have scammed me by lying about my contract and the gift card. I have already spoken with the office of the attorney general, and I demand either a cancellation of my contract or price drop.

  Business Response

  Date: 02/15/2023

  Our back office is not aware of a promise of $750 ********** card. We will look into that. We are willing to agree to the $750 ********** card if the customer agrees to close this complaint. 
  
  Separately, we strongly disagree with the customer's statement that he did not understand the terms of the financing. In general, a customer has a monthly rate for the first 18 months and then if he/she assigns the tax credit to the financing company then the monthly rate remains the same. The customer signs documents agreeing to these terms and also completes a verbal welcome call where this information is covered. He can get that recording from the financing company. Our reps are trained to cover the terms of the agreement and to tell the customer to consult with his/her tax consultant for more information. I was not in the house with the sales rep and the customer and the rep denies saying the things the customer is complaining about. What definitely is true is that the customer signed documents with those terms AND verbally confirmed those terms on a welcome call. 

• Initial Complaint

  Date:02/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  As mentioned in the email I sent to you guys.-Epic Energy failed to clean up multiple times, garbage left behind. Multiples images I still have. *************** they had sent someone out because we weren't going to send final payment until the garbage was cleaning, but claimed they couldn't get to certain spots so it was pointless.-Epic had Hispanic underaged children workers on site and going on the roof. I spoke with an employee on the phone about this and told them how uncomfortable and how illegal this was.-On our video camera workers were laying down on our private property and called out upon on camera systems to tell them to get off our trailers in the front. -Damage caused by an employee inside our home and told it was going to be fixed. Now, 6 months later, nothing. We have been ignored completely. I offered a chance to change the lighting fictive to a ladder option, much much cheaper...no response.-Poor work done for a roof being paid to be completely redone and solar installed on top. Solar is seemingly okay so far, but the roof has some issues that I have brought to their attention via text, and email. Everyone refuses to get back to us in regards to this. Yelp and BBB have this rated as a very bad grade.-Customer service is horrific. It has been 6 months. 6 whole months of nothing.

  Business Response

  Date: 02/16/2023

  We did what was  on your contract, your contract states no dry rot included. We did find dryrot at the *** once torn off that absolutely had to be replaced per city inspector and it was but the city passed the rest as often times there is wood that *** look damaged but the city doesn't state that it needs to be replaced because it doesn't affect the integrity of the roof. It's just a visual . We are more than happy to give you a quote to replace it again it was not a part of your contract  as we are not here to charge you more money off of change orders.

  Customer Answer

  Date: 02/16/2023

  I am rejecting this response because:

   

  The company, Epic Energy, has refused to replace damage caused by employees that was promised to be replaced.

  We have been told for 5 months that this will be replaced and looked into.

  It has been ignored blatantly after being addressed after the assurance and physical measurements have been taken from the damage caused. How does that make any sense?

   

  We have offered a different solution because Epic has ignored us blatantly, pawning us off on different people upon different people. 

  Epic is to replace the damage their employees caused to the property as promised and admitted by employee.

   

  Fix it. Stop putting off the responsibility to people that don't reach out to us or don't actually work there. I have asked for contact numbers. Nothing.

  It is a ploy to delay time over and over.

   

  FIX THE PROBLEM. 

  We want our property damage caused by EPIC FIXED immediately! 

   

  Simple. 
  
  

  Business Response

  Date: 02/20/2023

  To reiterate, we are willing to address any damage that our crew caused during the installation at no cost. However, for pre-existing conditions that were not specifically negotiated for on the contract, we are not responsible for them and cannot do them for free. The dry rot falls into this category because it was pre-existing and specifically excluded from the contract. Moreover, the inspector that passed the roof determined that it did not need to be replaced. We are willing to fix the dry rot for a discounted rate in order to help bring this matter to a conclusion. If the customer is willing to do this then we can send our ******* out to visit the property figure out where and how much dry rot the customer would like work done on. 

  Customer Answer

  Date: 02/21/2023

  I am rejecting this response because:

  EPIC has agreed to replace the damage they caused back in August of 2022, had someone come out to take measurements already and agreed to replace the damage they caused....which has NOT been fixed at all.

  I have emailed them a plethora of times on this matter, which I am more than happy to provide to BBB the emails. I mean...countless since the damage last year! Even now, since I contacted the BBB.

  I have CC'd project managers, front office people and random people that would come to our home from Epic that weren't even apart of our initial contact they have sent out randomly.

  We have not received any emails or phone calls in this matter and when asked for contact numbers, they refuse to provide any. The only contact I have is from ****, who pawns us off on other people that aren't with the company any longer or others who aren't responding to us. She is very well aware of the situation and can have someone get in contact with us or have someone handle this.  Again, we have asked for phone numbers for direct management to handle this damage caused by EPIC.

   

  For example, like now. I have written them twice since this correspondence and they have ONLY responded to you, the BBB. They have ignored us, to this moment.

  
  EPIC, FIX THE DAMAGE THAT HAS BEEN CAUSED already!
  You already came out to address last year, which took forever as it is, assessed, and took measurements of your employees damage WHICH agreed they were at fault. ***** did. 
  
  OR, if you refuse to fix it, we will send an estimate from a reputable company via email (CC'd) and you can pay for the damage since you are careless about damage caused by your employees to property owners. 

  
  

• Initial Complaint

  Date:10/13/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  On April 6th 2022 Epic Solar DBA Epic Energy was to install 10 high quality dual pane windows. On the evening of April 5th at about 7:00 PM i received a call from their installation manager claiming that they were only installing 8 of the 10 windows contracted for, 2 were on back order, but he didn't know which 2. April 6th was a very hot day in the mid 90s, and when I went to turn on the air conditioning at around 4:00 PM, the temperature in the house was 89 degrees. With the new dual pain windows, there was no way my house should be that hot inside. After numerous full tests of all 8 windows by ********* Building Inspector *******************************, it was confirmed that all 8 windows definitely don't meet ********** AAMA code standards, they have absolutely no e-coating whatsoever, along with being illegally installed.

  Customer Answer

  Date: 10/13/2022

  This is a copy of the Pace Funding contract for the 10 windows that Epic Energy was supposed to install. Note, the total cost is, ($11,500) as claimed. 

  
  

  I am requesting that Epic Energy be directed to cover the total cost for removing the 8 windows they installed, and new installation of all 10 windows previously agreed upon.  That is 10 **************** Monte ***** dual pane windows. 

  ******************************;

  
  

  Business Response

  Date: 10/13/2022

  ******* has claimed that the windows (the brand and style of which were negotiated for and listed on the contract) are defective however he refuses to let any Epic or the manufacturer inspect the windows to verify whether they are in fact defective. If they are, we will happily replace them at no cost to the customer. I would again ask the customer to let us inspect the windows. If he does not then he is not following a common sense process to resolve his claimed issue.
  
  I would also add that the customer has breached his contract for the rest of the project that included solar by cancelling that part of the project outside of the right of rescission period. We've incurred substantial costs for that part of the project and he has refused to cover those costs that he has induced us to make.