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Complaint Details
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Initial Complaint
11/02/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
In January 2022, shortly after the system was put into service, the inverter on my system failed. The inverter replacement took several months due to pandemic related delays, which I understand. However, the communication from the warranty contact during that time was not forthcoming. I had to reach out repeatedly to get any status updates. Once the inverter was replaced, the system was again operational. However, the original inverter used wifi communications to relay production data through my home network to SolarEdge (the inverter manufacturer). The new inverter is using cellular communications to relay this data, which would incur a monthly charge after the limited cellular contract term ends. I insisted on non-cellular communications during system purchase for this reason. When I first brought this attention to the warranty contact, there was a positive reaction and indication it would get corrected. However, the technicians that came out were not able to correct the issue. Subsequently, the warrant contact stopped responding to my emails. The last correspondence from them was in June. This needs to be resolved to return the inverter communications to its designed and originally installed state. I am willing to accept the original WiFi configuration, or the alternative Zigbee configuration, as the resolution.
Business response
11/14/2022
We were able to procure a non-cellular communications device from the manufacturer, replace it and restore it to its original configuration. We apologize for the delay in securing the replacement part for you. The manufacturer should have provided a replacement inverter with the same non-cellular communication from the start, but we suspect the Zigbee and WiFi inverter cards were in shorter supply at the time the manufacturer shipped the inverter. We are happy that we were able to resolve your issue well before the initial 5 year cellular service term ended. We apologize for any inconvenience resolution of this issue may have caused you.
Customer response
11/14/2022
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
09/10/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On April 9, 2021, I signed a contract with Solar Power Pros for the installation of a 7.2 kW solar system. The contract stipulates the system will produce ************************** the first year of operation. Although not stipulated in the contract, the salesperson told me that this is a "production guarantee" from the company and I can fully expect the system to produce more than that, or else Solar Power Pros will add additional solar panels to the installation at no cost. The system was activated on May 28, 2021.On Jan 30, 2022, I contacted the company to report what appeared to be underperforming panels, to which the company acknowledged pretty quickly a design flaw in the system. After much back-and-forth with ***************** ******************** finally sent a technical crew on site in early May 2022 (after 3+ months). During these conversations, I was verbally reassured that the company will do a 1-year review of the system with me, and they still guarantee the energy production or they will add extra panels. At the end of the first year of operation, the system produced **** MWh, or about *****% of the guaranteed production. In the 3 months following this latest change, the system showed further degradation and produced even less energy than the same period of the previous year. This also happened to be the summer months, when the solar systems are producing most energy in the year. I have again contacted **************** and while acknowledging my claims, they offered no solution. I have repeatedly asked them to have a 1-year review of the system and see what the options are. **************** simply stopped responding to my emails. At this point, I am over 1 year and 3 months into my installation, and I can't get anybody from Solar Power Pros to even talk to me about the performance of my system. Also, I am short for at least *****% of the "guarantee", which was one of the main reasons for choosing Solar Power Pros as my solar installer.Business response
09/21/2022
We apologize for the system's underproduction to date. The east facing solar panels are getting more shade than originally estimated and are not contributing to the system's energy production until later in the morning. At the beginning of the summer, we attempted a rewiring of the system to address the under-production issue and it was unsuccessful. We have agreed with the owner to further address the issue by augmenting the system to meet contractual production limits.
Initial Complaint
07/27/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Purchased a $40,000 solar system from them which is under warranty. Some components broke and I notified them in February 2022 about the issue. They have the replacement parts and as of July still have not sent the technicians out to repair my system. They set dates with me then never show. I have to chase them down to get any type of response / communication and even then they're still not getting this fixed (because they only want to send techs out for new install jobs so they can collect $$). Very frustrating.Business response
10/21/2022
The customer's Generac system has had several manufacturer part defects after our installation. We have conducted a handful of troubleshooting sessions on-site with the manufacturer's remote technical support. The manufacturer identified defects and then shipped us replacement parts which we have installed for the customer.
The system has only been partially operational during this lengthy process and we empathize with the customer's frustration.
As of the last replacement part installations, the system was fully functional. For our part, we will endeavor to conduct the troubleshooting efforts faster and schedule part replacement installations quicker for the customer for any future issues.
Customer response
10/21/2022
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,
***********************
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Customer Complaints Summary
3 total complaints in the last 3 years.
0 complaints closed in the last 12 months.