ComplaintsforSourceNRG

• Initial Complaint

  09/15/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This complaint involves contractually obligated home efficiency upgrades as part of a Solar installation agreement signed on July 15, 2022. These upgrades should have been performed on or around January, 2023. At this time I had extreme difficulties getting ahold of anyone at SourceNRG and no one would return my messages over the period of several months.On June 20th, 2023, I finally got a call from a representative from SourceNRG who offered a payment of $600 to resolve the outstanding commitments, which was less than what they were valued at but I ultimately accepted. This payment was never issued and was claimed to be "missed" when speaking with the same rep on August 21. Rather than seeking legal options, I wanted to be done with the matter and signed an e-release to get the $600 check issued on August 31. After signing the release, I heard nothing back and checked in on September 8, September 12, and September 14 with no response. Furthermore, the release form incorrectly mentions that the agreed payment was attached to the document when it was not (a detail which I did not catch at the time).At this point the business in question refuses to return my messages and their phone number is not operational.

  Business response

  09/25/2023

  Hi *****,

  We sincerely apologize for the delay and frustration associated with completion of your Energy Efficiency Upgrades.  Unfortunately, we were no longer able to offer these services which were originally included as part of our Model Home Agreement as 'free premium energy efficiency upgrades'.  In turn we wanted to provide a ***************** and I believe you spoke with our Sales Operations Manager, ***, about and the issuance of a check for $600.  It looks like we do still owe you that check and will be issuing and mailing it to you during our next accounts payable cycle.  Please use our main line and select the 'Existing Customer' prompt to reach out at any time, **************. Again, we are so sorry for the delay and inefficient communication!  Please let us know if there is anything else we can do to be of assistance.

  Thank you!

  Customer response

  10/02/2023

   
  Complaint: 20611038
  
  I am rejecting this response because:

  While I appreciate the response, nothing meaningful has actually been done to address the underlying issue. Emails rarely get returned (and never in a timely manner) and in your response you mention calling your main line, a phone line that has not been functional in many months. I'm approaching the point where I don't see any recourse but to get legal council and pursue the matter in small claims court, something that will be a pain but I'm not sure how else to approach resolving this issue.

  Sincerely,

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

• Initial Complaint

  07/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  On May 2022 I signed a contract with this company for the installation of solar panels. As part of the offer accepted the company compromised to complete additional work at my property and the installation of other equipment, as described below:- Attic insulation - Solar attic fan - Attic seal - Blower door test So far these offered items were not completed at all.The reason I didn't file a complaint before is because they scheduled the work in two opportunities; but they didn't show up to complete the work, the last appointment was scheduled for June 7 2023, after they didn't complied I tried to contact them again without any response.

  Business response

  10/03/2023

  Hi *******,
  
  The Energy Efficiency Upgrades for this customer were completed on September 26th.  Please let me know what additional details you need to resolve this matter.
  
  Thank you!
  

  
  

  Customer response

  10/03/2023

   
  Complaint: 20381503
  
  I am rejecting this response because: The business has not completed anything on the date indicated on their reply, what they did is to schedule an appointment for that day, and cancel it the following day, re-scheduling it for Oct 12 ot 13 2023, please do not close this complaint until they have fully complied with the contract. 
  
  Sincerely,
  
  ***********************

  Business response

  10/16/2023

  Hell **************,

  We sincerely apologize that this had not yet been taken care of!  Our team is looking into this now so that we can complete the work immediately.  

  Thank you,

  Customer response

  10/16/2023

   
  Complaint: 20381503
  
  I am rejecting this response because: on 10/13/2023 your workers did not show up to complete the job, I have been very patient with your constant non-compliance, this situation is a breach of the signed contract.
  
  Sincerely,
  
  ***********************

  Business response

  10/29/2023

  Hello **************,

  We apologize that this has been a long wait. We are in the process of coordinating a reschedule to get this taken care of for you and we will be in touch soon with a new date.

  Thank you,

  SourceNRG

  Customer response

  11/07/2023

   
  Complaint: 20381503
  
  I am rejecting this response because:I don't believe they are doing anything, they have failed several times, they are irresponsible and don't care about their clients.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  06/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Everything on the solar panel side has gone as they said; what has not gone as they said is their payment to me of 12k - I paid my own people to re-roof my house and upgrade my panel so SourceNRG said when they got funded they would reimbursement but now 3.5 months after SourceNRG was funded I have not been refunded.I have talked to some friendly people that keep telling me I will be refunded in 2 weeks but never happens.Be careful if you have a reimbursement setup with them!!Added an email proof of one of the many times they said they would pay me but as of 6/20/23 they won't even talk to me.

  Customer response

  07/19/2023

  I filed this complaint and the company has resolved it.

  Customer response

  07/21/2023

  7/20 update: The owner ended up contacting me and after another month I did get paid and he offered and paid me extra for my troubles. I found out my situation was a loophole that is no more so for the actually solar set up, instillation, and use, everything went exactly as they said it would and I am happy with that!

  ***** *

• Initial Complaint

  06/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Instalation of solar panels took much longer than expected. But when I purchased the Solar it came with a few other things, attic insulation that should have had a builder gap foam at the time of insulation. The company said they were unable to perform the foam and only instal new insulation (11 months after starting the contract 6 months after pannel instalation) on the contract it states that a solar attic fan would be insinstalled. Also it states that all doors would be sealed. The company will not return my calls.

  Business response

  08/08/2023

  Hello ************************,
  

  We sincerely apologize for the inconvenience and extended timeline of your solar installation.  We did have to complete a main panel upgrade to install your system which can extend the standard installation timeline to complete the additional electrical work.  There was a period of time where we were unable to offer the additional energy upgrades, including the attic fan, attic seal and insulation, due to the unavailability of our subcontractor but are now able to complete these again for our homeowners.  I do see that the Energy Efficiency Upgrades for your system were not completed.  We will schedule a date to complete the work and have a representative contact you to confirm the date.
  Again, I do apologize for the frustration!  Please let us know if there is anything else we can do to be of assistance.
  

  Thank you,

  The SourceNRG Team

  
  

  Customer response

  08/09/2023

   
  Complaint: 20158416
  
  I am rejecting this response because:ATM?

  Although you did make an attempt after the BBB has contacted you to complete these upgrades you missed the appointment you scheduled. No one showed up after I missed a day of work waiting, no one would answer the phone, no one called nor will they return my calls. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  05/15/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  When we signed the contract in October 2022, we paid for energy upgrades. However, we recently received an email that they are not doing the upgrades anymore even though we paid for it and it is in the contract. They will not respond to requests for a refund.

  Customer response

  05/25/2023

  In regards to compliant id: ********, ****** has responded and said they were going to issue a refund. It is resolved. 

  Customer response

  07/26/2023

  I had solar put in with them back in October 2022. Paid upfront. In our contract, we paid for energy upgrades. They had a company come out and for a couple of the upgrades but not all. A few months later, they sent an email stating that they couldn't fulfill the rest of the upgrades. I tried and tried to contact, however, they wouldn't respond until I was going to go to 9News. Then, *** called me back finally. He verbally promised a refund for the services they couldn't provide. Weeks went by with no refund. So I called and called again. Then I was told I need to sign a waiver of liability contract in order to get my refund. I was also told that I would also get paid for the referral I recommended. The contract comes and it is a general contract stating that if I sign it, I am waiving any liability for them for any issues that *** arise past, present or future. No one in their right mind would ever sign that. I don't mind signing but only if it pertains to the issue I am getting refunded for. I am not excusing them of liability for any and all issues. What if an issue comes up that has nothing to do with what I am getting a refund for? It is now July 25th (2 months after intinal verbal promise of refund) and the issue is still ongoing.

  Business response

  08/08/2023

  Hello ******,
  
  
  We sincerely apologize for the inconvenience and frustration!  There was a period of time where we were unable to offer the additional energy upgrades, including the attic fan, attic seal and insulation, due to the unavailability of a subcontractor but are now able to complete the work.  Please let us know if this information has not been communicated to you.  Our team is scheduling a date to complete the additional items and we will have a representative contact you to confirm.
  
  Again, I do apologize for the frustration!  Please let us know if there is anything else we can do to be of assistance.
  
  Thank you,

  Customer response

  08/18/2023

  Hello,
  
  I am writing in response to case: complaint #********. The business has resolved half of the issue. They did install the upgrades that were in the contract. However, they still have not paid the $500 for the referral as promised. 
  
  Thank you,
  
  Deanna 

• Initial Complaint

  03/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We were approached by a staff member of SourceNRG via door-to-door solicitation and ended up signing up for solar installation through SourceNRG in April 2022. Part of the sales pitch was to sign up for their Model Home Program, where we agreed to provide a list of references to other customers, post their sign in our yard for a period of time and write an online ****** review (we completed all of the above). ** turn, we would receive several energy efficient upgrades for our home, which are included in our contract: Solar Attic Fan ($800), Attic Seal ($1650), Attic Insulation ($2805), Blower Door Test ($250). We were scheduled to have the energy efficient upgrades completed by a contractor of SourceNRG, *****************, on 10/17/22. We received a call from ***************** just before that scheduled date, telling ** our install was cancelled due to SourceNRG not paying them (I have the voicemail saved, dated 10/10/22). I have since followed up with SourceNRG several times via phone and text (dates: 10/18/22, 11/9/22, 11/14/22, 12/29/22) and spoken with multiple staff members that told me the energy efficient upgrades would be rescheduled soon. They have since scheduled half of them with another contractor, completed 11/14/22 (the Attic Seal and Attic Insulation). They have not completed the remaining energy efficient upgrades in our contract: the Attic Fan ($800) and Blower Door Test ($250). We are requesting that these services are scheduled and completed ASAP. It has been nearly 3 months since I last reached out and still haven't heard any updates. It has been almost a year since we signed the initial contract. Each step of this process I've had to call and advocate for what we paid for (getting solar turned on, getting energy upgrades etc.). I am filing a complaint because even after contacting SourceNRG several times, our contract is still not fulfilled.

  Business response

  05/15/2023

  Hello ******,
  We sincerely apologize for the frustration!  We have ceased business with ************ due to their poor business conduct and multiple complaints from customers.  Their company has since gone out of business.  Unfortunately, we have not been able to establish a partnership with another business that offers Energy Efficiency Upgrades so are no longer able to offer these services.  I believe you have spoken with ***** Anderson who has agreed to provide monetary compensation as a resolution for the incomplete services.  Please let me know if you still have not received compensation and we will make sure to rectify this immediately.  Again, we are so sorry for the inconvenience.  Please let ** know if we can be of assistance with anything else.
  Thank you,
  SourceNRG Team
  
  

  Customer response

  05/15/2023

   
  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

  01/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  *********************** Came to our house to present his solar panels and company on Oct 24,2022 we decided we would try as long as they could get all panels on the roof. The surveyor came out and determined the solar panels would be too heavy and did not suggest the panels on the roof. I asked *********************** from ********** solar to cancel my contract and loan on Nov 22,2022. *************** proceeded to call me and say that his inspector could come out and flag the yard so we could see how big of an area panels on the ground would be the inspector came and flagged the yard and we decided that we did not want the panels as it takes up too much room in our yard so I Told ***** again on dec 7,2022 and said we do not want these please cancel this transaction. I knew there would be cancelation fees ***** finally got back to me on January 4, 2023, with the fees in the amount of ****. which is outrageous. I do understand that there is a cancelation fee for paperwork and what not, *************** told me they had already ordered the panels, which again the whole contract was contingent on the ability to put the panels on the roof which we can't. I don't even have any panels or any equipment or anything on my property. I still have not received a document stating the cancelation or the price for cancelation in detail. I got a call today 01/10/22 from the town inspector saying that ***** sent the permit to my town which I stopped immediately. I also called the loan Company Good leap and asked if ***** had canceled the loan when I had asked him too on Nov 22, 2022 He did not so I canceled it. I feel like this company is fraudulent and or *********************** is Fraudulently using my information to benefit his financial situation by trying to push this through when I ask him to Cancel the Transaction. I feel that a ****.00 cancelation fee is ridiculous. I asked ***** several Times to Cancel the transaction I don't think I should be charged That much.

  Business response

  02/13/2023

  Hello *********,

  We sincerely apologize for the frustration and lack of communication.  After reviewing your complaint and details regarding your project we definitely agree that this should have been disqualified and not regarded as a voluntary cancellation.  You will not be asked to cover any cancellation fees, and again we are so sorry this was not resolved sooner.  We have also had our sales management address the situation with the sales representative to ensure that these issues are being handled correctly and professionally moving forward.
  

  Please let us know if there is anything else we can do to be of assistance.
  

  Thank you,
  *****************
  Director of Operations
  

  
  

• Initial Complaint

  10/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We were told that we would not have overlapping payments to *********** and the solar loan provider (goodleap), but that happened three times. They tried to get the installing company to pay for them, but the installing company was not the company that made a promise to us. We were also promised energy efficiency upgrades with our contract, but as of now, SourceNRG has not paid the other company they had hired to perform the upgrades, so the upgrades we were promised were not done

  Business response

  10/19/2022

  Hello *******,

  
  We apologize for the frustration and are looking into this matter.  Contractually, we do not provide loan reimbursements as the loans are funded through ***************** and it is at their discretion whether or not they will provide these reimbursements.  Loan coverage reimbursements are evaluated on a case by case basis by ****** financial department and distributed if the project delay is deemed to be caused directly by the installing company, *****************, and not a third party.  In this case, Titan completed the installation and the delayed install of the net meter was the result of documents being incorrectly signed by the homeowner and of *********** which was the reason the reimbursement was denied.  We apologize if this information was misrepresented by your sales representative, who is no longer with the company.
  

  In regards to the energy upgrades, these are scheduled within 45 days of system PTO, which was granted on September 12, 2022.  We will make every effort to have this scheduled by October 27th, 2022. 
  Best Regards,
  

  SourceNRG Team
  
  

  Customer response

  10/19/2022

   
  Complaint: 18183467
  
  I am rejecting this response because: Even though the person no longer works for the company, they made the promise that payments would not overlap. They overlapped for three months. The "delay" for a signature mentioned in your message was a few days, not three months. Not even offering to meet in the middle and cover half of the payments is ridiculous. I will also update BBB when the home upgrades are scheduled, but as of now, they were scheduled previously and cancelled because the company did not get payment from ********** for the upgrades. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  03/11/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Door to door sales people are harassing and high pressure sales every 2-3 months. They solicite at my door in the dark during dinner hour. I m've asked them to stop and take me off their lists. They have been argumentative to get me to buy their solar panels. I've asked their *********** to stop the sales visits.What can I do to make them stop?

  Business response

  03/15/2022

  *****,

   

  We apologize for the unfavorable experiences you have had with our sales representatives. We will make sure our team is notified that they should abstain from reaching out to you as you have already expressed your disinterest in solar. 

   

  Best regards, 

   

  Source NRG

  Customer response

  03/15/2022

   
  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

  02/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Early 2021 we were solicited by this company, gave us the what we thought was a saving on our energy ****. Took them two months to even install the panels, and then another month or so the get them turned on. Once that finally happened we noticed our **** was still extremely high so we contacted them. They sent us a couple of checks to off set the difference, assured us this would be taken care of, never was. Was informed that we needed more panels based on the usage and that this was being looked into. As of today 2/11/22 I've not heard a word from this company, you can never talk to anyone, you always have to leave a message, and I just want what I paid for, which is more panels to compensate as I was told was going to be done. I made a complaint about this before, and it's not even on here!

  Business response

  02/28/2022

  Dear ****** and ***************************, 

   

  We sincerely regret the experience you have had with our company and we will do what we can to try and come to some sort of resolution. Can you please provide us with copies of as many utility bills you have dating after the system was turned on so that we can figure out what system size would be required to offset what you are continuing to pay to your utility company? 

   

  Thank you, 

   

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

  Customer response

  03/01/2022

   
  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,
  
  *************************** - I would also like the $1,000 that we were promised once the system was turned on.

*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. ↩