ComplaintsforPhoton Brothers Inc

• Initial Complaint

  05/14/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I was told our solar system that we paid 25k for initially, would be approximately 11k to move to a new property. We decided to make the move, and afterwards (6 months later now) Photon Brothers continues sending us invoices back dated to last year. So far we have paid 15k and they are now wanting another 10k. Where are these invoices coming from 6 months after the work, why are you just now sending them with a due date from last year, and how was your estimate so far off from the 11k I was told? It makes zero sense that you charged me 25k for all the panels and install initially, and now you want more than that to move it?

  Customer response

  05/16/2024

  The company contacted me and we worked out a resolution.  I'm good to close this case.
  

  
  

• Initial Complaint

  03/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  June 2020 we contacted Photon Brothers regarding qualifying for & installation of a Tesla Powerwall since we live in a fire zone. In the process we decided to also install solar panels for our home. Although it took much more time than promised, everything was completed Spring 2021. However, following many phone calls and tech appointments starting Fall 2022 there is an ongoing issue with several solar panels reporting "microinverters may not report data to gateway due to technical issues or weather". Although slow, Photon Brothers has sent out techs to take care of this issue in the past.However, the most recent and most frustrating lack of communication since Fall 2023 has led to this complaint. I contacted Photon Brothers via their online service request form 10/4/23 regarding the microinverter issue; a tech "fixed " the problem mid November , but the problem reoccurred mid December 2023. I sent an email(12/31/23) regarding the issue reoccurring followed by another online service request 1/8/24. This was responded to by email, 1/16/24, from Photon Brothers stating that their last visit revealed a breaker had been tripped and asking me to check the breaker box. If so, they would "need to send a tech onsite to investigate as it may appear that the site may have a wiring issue." I responded by email, 1/17/24, that YES a breaker had been tripped. Since then, NOTHING! I've tried following up by email,(2/5); phone messages(2/26,2/28/3/1); and submitted another online service request(3/1/24). No response, at all! I really regret spending $40,000+ for our solar. The frustration and high PG&E bills just doesn't seem worth it.

  

  Business response

  03/25/2024

  We have been in recent communication with this customer and have scheduled them for service to resolve this issue. We apologize for any frustrations this may have caused. 

• Initial Complaint

  01/31/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was contacted by Photon Brothers upon purchasing my home that I was eligible for a rebate from the state of CA if I installed a Tesla Powerwall and solar panels due to it being in a fire zone. I elected to move forward with the plan. However, it took them 2 and a half years to install the equipment due to poor management, coordination and lack of oversight of the project. They let several applications with the electric company lapse due to missed timelines, leading to the need to reapply and further elongate the project. Most recently, after finally installing the equipment after 2 and a half years of problems and waiting, they failed to file the proper paperwork with the electric company (SCE), and I received a $1200 bill even though my electrical uses were almost completely self powered. I contacted SCE to inquire how I was being billed for that amount, and they said that I did not have approval from them for the solar equipment. Something to do with the interconnection not being approved. So while I was not using power they were still charging me for delivery and generation. Furthermore, and equally, if not more, concerning, I still have not received the rebate for the project. I was told that I would receive it ***** days after installation, and it is coming on 6 months since installation. I contacted Photon Brothers about this, and after months of inquiry I was informed that they filed something incorrectly, or something of that nature. As of today they still have no idea when the rebate will be issued. That rebate is for 50k, and I have been counting on that money for months. So at this point I have not only not received the rebate, but they have costed me additional money as well, which Im not even including the utilities I continued to pay while they dragged on the project for two and a half years. In two months it will have been 3 years since starting this project and I am still dealing with time and money issues with them

  

  Business response

  02/23/2024

  We apologize for the frustrations ********************** has experienced and understand this has been a lengthy process. In addition to product delays, we were also significantly delayed due to the utility. Every time they requested something new, our team would immediately provide it yet the utility continually dragged this out. The attachment shows the time stamps where we would comply with everything the utility asked for and there was still no forward progress. As of last week, the utility has finally updated the customer's billing and credited him for their delays. Thank you!

• Initial Complaint

  01/11/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  A contract was signed on or about July - August, 2022 to provide whole house battery backup to our home at **************. On August 12th, deposit of $14,205 was paid. Work commenced in late October of that year. Additional payments were made, $12,055 on February 17, 2023 and $27,945 on February 21. Total paid: $54,205. Four Tesla Batteries were installed with all necessary switching gear (to my knowledge). Here in lays the problem: In order to certify the system meets code and to provide documentation to get a Federal Tax Credit, an inspection by the City of ***********'s Inspector and PG&E must be performed. This has not happen, though I have heard every conceivable excuse in the book as to why: Bad weather, the employee handling it has Covid, the City stamped the wrong set of plans, the City is very difficult to work with, etc. etc. Long story short, Photon Brothers has not performed ALL of the requirements laid out in their contract, and I can't be sure I have a safe, reliable system and submit for a tax credit until they do.

  

  Business response

  01/12/2024

  We empathize with and apologize for ****************** frustrations. While there were some delays due to internal issues, we have had relentless pushback from the City of *********** regarding inspections and requirements. Multiple members of our team have gone to the City of Pismo offices to try to resolve issues that were out of our hands with zero help or guidance from city inspectors. Fortunately today (Jan. 12, ****) an inspection has been scheduled and we are hopeful ****************** project will be approved and this issue shall be resolved. Furthermore, the tax code states that the system must be operational in order to receive the tax credit (which it is), so ************** will have no issues when filing his 2023 taxes. 

  Customer response

  01/13/2024

  Photon FINALLY came out with a City Inspector Friday, January 12 at 3:00.  I feel like this year long saga may be coming to an end.

• Initial Complaint

  09/05/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In May of this year Photon Brothers completed installation of 20 solar panels on our roof. On July 22, less than 90 days later, I discovered that one of the panels was not producing any electricity. I emailed the Pre-Construction Manager and asked who I should contact. On July 24th, I filed a service request online as requested by the phone message received when attempting to contact the company by phone. I received a message that I would be contacted within 72 hours. On July 25th I received a response from the Pre-Construction Manager with an email for the service department. Late afternoon on July 27th, I sent an email to the service department. On August 1st, I filed a second online request for service and again received a message that I would be contacted within 72 hours. On August 8th I called the service number and after 2 minutes of ringing was able to leave a message. On August 10th I received an email requesting to schedule a service appointment for August 15th at 10 am, which I confirmed. On the morning of August 15th, I received a message that the appointment was cancelled due to someone calling in sick and that I would be called back by the end of the day to reschedule. On August 22nd I emailed the service department and found out that a service appointment had been scheduled for August 21st; but no one had shown up. It was then rescheduled for August 25th. Again no one showed up. On August 31 I called and waited through the ringing and left a message. It has now been over 6 weeks and 5% of the system for which I paid has not been working. I am surprised that a company with this level of service has an A+ rating with the Better Business Bureau.

  

  Business response

  09/19/2023

  We apologize for any frustrations this customer has experienced. Our ****************** had an unprecedented demand in services after repeated hail storms this year, as well as many inquires fro. "orphaned"customers whose solar installer closed down. We pivoted as quickly as possible to cross-train team members on Service calls, however this high demand resulted in a much longer wait time than usual. This customer has been contacted and a site visit has been scheduled at his convenience.

  Customer response

  09/19/2023

  Re: BBB Case # ********

   

  Photon Brothers did contact me and scheduled a service call for the solar panel that was not producing.  A service technician did arrive on Thursday, September 7^th and indicated that it has been repaired.  However, I have no way to confirm it.  No work order was left and the SolarEdge monitoring app that I was provided still shows that panel at zero Wh.  

   

  Please let me know if you require any additional information or have any questions.

   

  Thanks,

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

  ************

  *************************

  

  Business response

  09/27/2023

  Hi *****:
  ****'s system is up and running at 100%.  It was fixed on the 7th of September. The serial number was added on 9/19.  So, the customer can verify that each panel is working. 
  Let me know if you need anything else from us for verification. 
  Warm regards,
  
  ************************** | Co-Owner| Director of Sales
  

  
  

  Customer response

  09/27/2023

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Photon Brothers delayed installing our system for months. The permit was applied for months after the promised start of the project. It was then issues within 20 days by the county. It then took Photon brothers close to 2 months to do the project. They have lied about deadlines and submissions to both the county and to PGE. PGE has emailed them twice stating that the final building permit must be uploaded into the online portal. We have called them several times asking them to do so. They made changes to our electric panel that required me hiring an electrician to correct even though the initial inspection said it was fine. When they left the system was running. When they came back out to replace a bad panel and meet the county inspector the system was running. PGE now tells me it should be off as it is dangerous to operate without the proper PGE settings.

  

  Business response

  08/14/2023

  We apologize for any frustrations this customer experienced. Due to the *** 3 cutoff deadline, our schedule was severely impacted and this unfortunately affected the installation schedules for our existing customers. Our team worked as fast as we could to work through out backlog, however we recognize this frustrated many customers. We had the inspection with the *** in a timely manner but do admit a team member accidentally did not submit the final passed inspection card right away (this was an oversight on their part and has been addressed). We have since remedied this and submitted it with PG&E. The customer was notified to change their meter to TOU and their project is now awaiting PTO from PG&E.

• Initial Complaint

  06/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I paid the first half for my solar in early Nov 202, 2the second half when instillation was finished on May 5 2023. I have called Photon Brothers to have the final inspection filed with the city 3 times since then and xcel energy says then still have not done this so I can not turn my solar system on. It is now June 27th. The city has been out and has approved the system as per Photon Brothers. I would like them to finish the job so I can turn it on.

  

  Business response

  06/30/2023

  We are very sorry for this customer's frustrations and we are equally upset and frustrated this has happened at the fault of ************ The homeowner's solar system passed ************** with an official inspector on May 18, 2023. On June 14, 2023 we were notified by Xcel that they rejected this inspection, which is highly unusual. We have been actively working with Xcel to fix whatever issues they are dissatisfied with and have prioritized this project within our team to bring this project to a complete close.

  Customer response

  06/30/2023

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  05/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had solar panels installed on my roof on March 29th. I paid in full for the panels on March 27th. Since receiving my money, they have basically gone silent. The panels remain unconnected now for over 6 weeks. They will not communicate any sort of date for this to be resolved. At this point it doesn't appear that they intend to finish the job. We now have panels on our roof that can't be connected. The whole experience with this company has been dreadful and upsetting. Their customer service is nonexistent, and they are not honest with how the project is going.

  

  Business response

  05/26/2023

  This project was completed in full and we are waiting on the customer to call us back we can energize the solar system. We expedited everything as best as we could to ensure this job was finished.

  Customer response

  06/12/2023

  Hello,

   

  My case number is ********. I apologize for missing the window to respond. I have been out of the country the past month. I completely reject their response to my complaint. This company refuses to take responsibility for their actions.  I ended up working directly with the **************** to get my project finished. My project manager showed time and time again that he was incompetent and or unwilling to assist in any meaningful way. Thank goodness the **************** was so helpful in finishing up the project. Photon Brothers has only ever reached out to me to try and get me to remove my negative reviews. I had to take over the project and then turn on the system myself after researching how online. If I hadn't taken control of the project, I'm certain this would still not be completed. This company is horrendous in how they treat paying customers. I have never been treated like this and will continue to warn others about Photon Brothers nefarious practices. They honestly should be shut done and never allowed to operate as a solar company again. I truly feel for the lost souls who end up being conned by this greedy soulless company. Shame on them for pretending to care about the environment under the guise of s******* people over and wasting people's precious time and money.

   

  *************************

• Initial Complaint

  04/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I just need the system inspected and the final inspection work sent to the local electric company, SCE. I called SCE to find out whether Proton Brothers have put in the paperwork. I did this because Proton Brothers have told me on several occasions that something was done when it wasn't. They said that put the paperwork into the city for a permit. When I didn't hear from Proton on the progress, I went to the city to see if the permit has been put in. The city worker told me that Proton did not do all that was required so the permit was denied. I called Proton and ****** told me that it was another department's duty. Eventually, it got done. ****** told me that my system would be put in December 2022, but with many excuses and delays, it was put in Mid-April, 2023. I was trying to beat nem 2 April ************************************************************************************** An SCE employee told me that they called Proton to get the final inspection info after they got the application but did not hear back from them. The whole process of getting the solar panels has been an ordeal. Delay, delay, delay, and little communication. All that is left is putting the final inspection work in. I called my Proton contact ****** and he is not answering my calls. I called several Proton numbers, which several were all busy, finally, I called the ********************** He had patched me to another employee who said my system would be inspected this week. I have not gotten a call to schedule a time when they would come. Crickets. I made a BIG mistake going with this company. I kept all text messaging between Proton and myself.

  

  Business response

  05/08/2023

  We apologize for any frustrations this customer experienced, however as we explained several times that the Final Inspection happens AFTER the solar installation, not before or during, and this is scheduled with the **************. The customer's installation was two weeks ago and the inspections can occur within 1 - 4 weeks after the installation, and the ************** recently scheduled the Final Inspection which was conducted and the customer's installation passed the inspection. We regret any miscommunication the customer experienced however we upheld everything on our end. Thank you.

• Initial Complaint

  04/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This project has been a headache. In the beginning I was given a new project manager who appeared to have little experience. After my site walk, which was only about 10 minutes and a waste of my time, I received my first set of prints. The prints I received resembled little of what had been previously discussed, containing an overhead power line from my garage to house. The whole time through sales and my walk though I was told the panels would tie into the electrical panel in my garage and use the existing powerline to connect back to my house. It took 3 attempts to get the plans to what I thought had been discussed, panels connecting to electrical panel in garage with an upgraded buried powerline running to my house. This pushed my project into ****************** money. Also, I was sold a panel upgrade that I did not need. The whole time I was assuming the solar panels were going to tie into my existing electrical in my garage. About a week before my install I reached out to my project manager to see if my project was still on. I think she forgot about it. She had not set up the trenching. On the day of install, the crew showed up and had no idea about the panel upgrade. That is when I found out I did not need the panel upgrade that I was sold. At that time I requested a new project manager. After install, my yard was left a mess. I had mud from the street in front of my house to the alley behind my house. I complained, the trenchers came back, cleaned my yard a little but left my property mess. I complained again but this time cleaned it up myself. Now I am being billed for the panel upgrade which has not been completed. No one from Photon Brothers will contact me.

  

  Business response

  05/01/2023

  We apologize for the issues with this project. The subcontractor hired to do the trenching did indeed leave a mess which was incredibly unprofessional of them, however we did ensure they returned to clean up. There was a glitch in our accounting system that incorrectly sent an invoice, when they were instructed not to, however we understand the frustration this may have caused. This customer has been transferred to our Director of ****************** who has since been in frequent communication with them and expedited their final inspection. We are now actively working on the subpanel upgrade and assure the customer all will be handled in a timely manner.

  Customer response

  05/01/2023

   
  Complaint: 19933230
  
  I am rejecting this response because:

  yes they did send the trencher back to my place to clean up their mess; however, they only finished the concrete work. They did not clean up the mud. They left the mud for me to clean up. Also, this doesnt address why I was sold an electric panel upgrade that I didnt need.
  
  Sincerely,
  
  *************************

  

  Business response

  05/11/2023

  We continue to apologize for the customer's frustration and our Director of ****************** is working closely to remedy anything we can. We did include additional work with his trenching which was free of charge and are now dealing with weather delays from the recent hail storm and rains, however we are actively monitoring this project and pushing to bring it to completion as soon as possible.

*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. ↩