Complaints

• Initial Complaint

  06/20/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Kick Solar on 1/17/2024, agreed to provide Solar Panels for our house on ************************************. I assigned the attached agreement saying so. The Contracted Price is $53,460 with a 10% cancellation fee if we cancel after 3 days. The contracted price would be paid back in the form of monthly payments after work is complete.We did not hear back from this company until we received an email on 5/17 demanding the 10% cancel fee. I wrote back telling them that we never heard back from you and will not be paying this.Today, on 6/20 - we received a second email demanding this payment and saying that if not paid by 6/21, they will start legal proceedings. I told them I will be contacting the BBB and a lawyer.

  Business response

  06/20/2024

  Hello *****,
  
  Thank you for bringing this matter to our attention. We apologize for any confusion regarding the fees associated with your solar panel installation project.
  
  Upon reviewing your account, it appears there was an error in the fee notification sent to you on 6/20. The fee mentioned was sent in error and is not applicable to your situation.
  
  We acknowledge that there was a misunderstanding in our communication regarding the cancellation policy. Please rest assured that no legal proceedings will be initiated, and the demand for payment of the 10% cancellation fee has been retracted.
  
  We value our customers and strive to provide clear and transparent communication at all times. We apologize for any inconvenience this may have caused and appreciate your understanding.
  
  Should you have any further questions or concerns, please do not hesitate to contact us directly at ************** or ******************************************* We are here to assist you.
  
  Sincerely,  
  Kick Solar

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  To begin with I was lied to by the sales person to sign up with Klick Solar. I was told that all the extra Solar my system produced would be applied to my gas portion of my Xcel bill which is not true. It took months to get the solar installed and more months to get it turned on because Klick did not fill out the paperwork to Xcel properly. Now that my system is up and running for over a year I am only getting $6.00 a month credit for my solar production and I am not banking any solar credit. After paying $28,000 for solar with multiple panels facing 2 different directions east and west, I feel I should be getting more solar. I have asked Klick Solar MULTIPLE times to come out and check out the system to see if everything is operating correctly, they have refused and do not respond to me anymore. If I have been conned by this company then I guess that is what it is however I would like to know everything is working properly. Im a senior citizen on a fixed income this has really hurt me financially, I feel like I have been deceived.

  Business response

  05/01/2024

  Hello ******,
  We understand your concerns and wanted to reassure you that we've been diligently attending to your inquiries since you reached out on February 22nd. It's clear from our records that we've maintained consistent communication with you, starting with our initial response on the same day of your call.
  Following our initial dialogue, we made additional attempts to connect, including a follow-up call and a detailed discussion between you and one of our representatives regarding your electric bill. We then conducted a thorough analysis, and reached out to provide you with a comprehensive breakdown of your expenses on a month-to-month basis. Upon not hearing back from you, we promptly responded via email, outlining our findings from the analysis.
  Regarding the performance of your solar system, we are able to monitor production remotely with the inverters we use. During the aforementioned analysis, we cross compared your inverter readings with your electric bill and they match. I personally checked its status and I'm pleased to report that it is surpassing the expected output. However, it's important to note that the bill from Xcel is influenced by gas consumption, which unfortunately cannot be offset by solar credits as per Xcel's policies. Nevertheless, your solar system is effectively offsetting the electric portion of your bill as intended.
  If you have any further inquiries or if you'd like assistance in setting up your monitoring app to track your solar system's performance, or if you'd like us to guide you through your production versus consumption data on a monthly basis, please feel free to reach out to us at ************. We're here to assist you in any way we can.

  Customer response

  05/01/2024

   
  Complaint: 21646582
  
  I am rejecting this response because: I would love to see this supposed email that was sent with your Review  Analysis as I never received one. You are telling me $6.00 a month electric surpasses your expectations? Wow that boggles my mind that you find that not only acceptable but surpasses your expectations! I realize that the gas is a separate part of the bill and the solar does not cover gas I am not so stupid I dont know the difference. Not only am I only getting $6.00 worth of electric credit but Im not banking any solar either, all of which does not seem right. I have spoken with several neighbors who have solar and they are getting considerably more solar output. Im very frustrated that I either get no answer from Klick or if I do get a response I get, platitudes like oh it was cloudy last week or gas is high. Its not about the gas or if  we had a cloudy day, ******** averages 300 sunny days a year!!!!! I

  
  Sincerely,
  
  *************************

• Initial Complaint

  04/09/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I entered into a contract with Klick Solar on 8/14/23 to install solar panels at my house, which included 6 panels on the garage. There were several meetings and discussions verifying those specific placements. On 11/8/23, Klick solar sent revised plans with only 3 panels on the garage. I cancelled the installation 11/9/23. Klick refunded a portion of my money $9,452.80, but retained $2,363.20. Klicks contract has a provision for arbitration of disputes, but Klick Solar has refused to initiate an arbitration procedure although I requested they do so several times.Details:On 3/29/23, I sent a detailed drawing of the roof, because two other companies had said that ****** codes would not allow 6 panels on the garage roof. Klicks design team confirmed that 6 panels could go on the roof under ******'s codes, representing that as a local company they were very familiar with local codes.I texted Klick on 8/22/23 that I wanted to meet with design people so that there would be no surprises moving forward. I met with design personnel on 9/1/23 to go over the project again and discussed the 6 panels on the garage.On 10/6/23 Klick sent a proposal showing 6 panels on the garage. During the first week in November, Klick came out to re-measure the garage. On 11/8/23 I received a new plan with only 3 panels on the garage and 4 more panels on the house. This was a material change to our verbal and written agreement. Accordingly, I cancelled the contract on 11/9/23.Klick did not do the basic work to ensure that 6 panels on the garage could be built. Klick knew or should have known when they provided the first design on 2/18/23; the three options presented on 7/31/23 all of which had 6 panels on the garage; the design of 8/8/23; or the design sent on 10/6/23; what ********************************* and Nameste Solar knew in April******s building and fire codes, did not allow 6 panels on the garage. I would not have entered into a contract with Klick if it had 3 panels on the garage.

  Business response

  05/01/2024

  Dear ******,
  Thank you for taking the time to share your feedback regarding your experience with Klick Solar. We sincerely apologize for any inconvenience or frustration you have encountered throughout this process.
  First and foremost, we want to express our understanding of your decision to cancel the installation of solar panels at your residence. We recognize the importance of your initial agreement and the significance of the changes made to the proposed plans. It is never our intention to cause disappointment or uncertainty among our customers.
  We acknowledge the discrepancy between the initial agreement for six panels on your garage and the revised plans that included only three panels. We regret any miscommunication or misunderstanding that led to this change and subsequent cancellation of the contract.
  In response to your concern about our refusal to initiate arbitration proceedings, we want to clarify our position. While we appreciate your request to engage in arbitration to resolve this matter, it is important to note that the responsibility for initiating arbitration lies with the party seeking resolution. As outlined in our contract, we are fully committed to participating in arbitration proceedings once they have been properly initiated.
  We understand your frustration regarding the discrepancy between the proposed plans and the feasibility of installing six panels on your garage roof according to ******** building codes. Our design team, as a local company, strives to be well-versed in local regulations to ensure accurate and compliant installations. However, we acknowledge that in this instance, there was a failure to accurately assess the feasibility of the proposed installation.
  As a gesture of goodwill and to further demonstrate our commitment to customer satisfaction, we are willing to reduce your cancellation fee from 10%, as outlined in the installation agreement, to 5%. We hope this adjustment alleviates some of the financial burden associated with the cancellation.
  Please know that we are committed to finding a fair and equitable resolution to this matter. We remain open to further discussions and are prepared to participate in arbitration proceedings once initiated.
  Once again, we apologize for any inconvenience and thank you for bringing your concerns to our attention. We value your feedback and appreciate the opportunity to address your concerns.

  Customer response

  05/03/2024

   
  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

  11/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Their reviews are fake because their rating went down. They gave gifts to their employees for the most great reviews. They tried to hide the actual business practices. It's not an honest business practice. specially if family members are doing the reviews under false names or accounts to not get caught. They say they are green but they work with regular AC units which are known to be harmful to the environment which ever tax credit they get for being green should be revoked.

  Business response

  11/29/2023

  Dear *********************,

  
  Thank you for bringing your concerns to our attention via the Better Business Bureau. At Klick Solar, we hold ourselves to the highest standards of honesty and integrity in all aspects of our business. We take your allegations seriously and are committed to addressing them with transparency.

  
  1. On the Authenticity of Reviews: We understand and value the importance of genuine and honest customer feedback. While we do recognize and reward our employees for positive customer experiences, at no point do we endorse, suggest, or engage in the practice of creating false reviews. Our policy has always been to encourage sincere and authentic feedback from our clients. We will conduct a thorough internal review to ensure that our practices are consistent with our commitment to honesty and transparency.
  
  
  2. Commitment to Environmental Sustainability: We acknowledge that, like many businesses, we utilize air conditioning (AC) systems in our office and vehicles for the comfort and well-being of our employees and clients. However, we want to emphasize our strong commitment to environmental sustainability. We are constantly exploring and implementing measures to reduce our carbon footprint and make our operations as green as possible. This includes investing in energy-efficient technologies and adopting sustainable practices across all aspects of our business. Our goal is not only to provide quality services but also to do so in a way that respects and preserves our environment for future generations.

  
  We are grateful for your feedback, as it helps us to continually improve and uphold our values.

  
  

• Initial Complaint

  01/30/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We signed a contract with them to install solar panels on our house on September 4th 2022 and after signing the contract with them the haven't been in contact with us at all for over 120 days until we told them we wanted to cancel our contract. After which they told us there will be a canceling fee of nearly **** dollars. After seeing how others have dealt with similar things its either a very poorly managed company or a scam altogether.

  Business response

  04/05/2023

  We sincerely apologize for the lack of communication youve experienced, and completely understand your frustrations.

  
  The Installation Agreement contract you signed with our install partner, Nationwide Solar, states that all homeowner communications fall under Nationwides responsibilities. We have been routinely disappointed with their communications as of late as well, and are doing everything we can to ensure that Nationwide provides seamless homeowner communications and updates. Our efforts have included regular communications with Nationwide at every level of command to reiterate their responsibilities, as well as Klicks expectation that every customer be contacted once per month at the absolute minimum.

  
  The cancellation policy contained in the same Installation Agreement with Nationwide Solar states their cancellation fees clearly. Nationwide does not charge homeowners with the intention of causing harm, but rather to recoup the investment they put into a customer project to date. While cancel fees are undesirable, they are a necessity for any business in order to continue serving all customers at present, as well as in the future. Tell us why here...

• Initial Complaint

  12/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Please refer to case #******** the subcontractor Nationwide Solar. Klick is the company that my solar project was purchased from and is overseeing the sub contractor.

  Business response

  01/12/2023

  Hello **********************

  We completely understand your frustration and are looking into this with our sub contractor. We apologize for any inconvenience the delays on your project have caused and we're working to with our install partner in the ****** market to get this remedied as soon as possible. 

   

  -Klick

  Customer response

  01/12/2023

  Complaint: 18567564

  
  

  I am rejecting this response because:there was no response from the company to the  BBB or consumer.

  
  

  Sincerely,

  
  

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

  Customer response

  01/19/2023

  The complaint is still valid against Klick Solar. Yes the installation was finally finished( nearly a year later), which hasresulted in changes of terms, from the original state and power company (rebate programs), which has since changed. So instead of receiving 1kw for every 1kw produced. I will now receive 1kw for every 4kw, which means i wi now have a system that produces 40% instead of the 120% that i agreed upon at the time. The Installation sub-contrator(***** Five) was the only thing that made the process bearable. Klick is a scam middleman company. Use another company for solar

  Business response

  04/06/2023

  We have taken time to review your project history, and found numerous instances in which our install partner, Nationwide Solar, dropped the ball on your project in regards to timelines, performance, and communications. We want to express our sincerest apology for your experience with them.

  Our contract with Nationwide states that all client communications fall under their responsibilities. We have also been routinely disappointed in their lack of communications over the past several months. We have been regularly expressing these frustrations to Nationwide, and reiterating our expectation that all clients be contacted each month at absolute minimum. We sincerely apologize for the experience you had with them, as it was not up to what we consider to be Klicks standards.

  We recognized the lack of communication you were receiving starting in October, and assigned a project coordinator to your project specifically to provide updates on your project when Nationwide was not. From October through installation completion, we were in touch with regular updates, and made ourselves available to answer your questions when you werent able to get responses from Nationwide.

  In addition, we show records of multiple Klick project coordinators reaching out to Nationwide to help push them to bring your project to completion in a timely manner. Through the entire process we were advocating on your behalf behind the scenes.

  All of these actions went above and beyond the terms of our contract with Nationwide, and we did so very happily as we want all of our homeowners to be as informed as possible at every step of the way. Nationwide was not upholding their end of our agreement, and so we stepped in and took matters into our own hands to push Nationwide to bring your project to completion, and to make sure that you would not be left in the dark, or without a reliable contact through the process. 

  In regards to the terms of the state and power companys rebates, I just got off the phone with your power company, as well as both state rebate programs that we apply to, and it seems as though you have been misinformed. I have confirmed that the net metering exchange rate is still at a 1kW:1kW as of today, April 6, 2023, for PacificPower. With this in mind, your system will continue to provide 120% electric coverage for your home, granted that your electric consumption remains consistent to the year we collected historical usage data. 

  Moving into the future, as this exchange rate is regulated by the state, please know that we have no way of grandfathering you into that exchange rate. Promising the 1:1 exchange in the future is something we simply dont have control over. 

  Again, we sincerely apologize for the performance, lack of communication, and slow timelines you experienced with Nationwide. We hope this response helps clarify our role in your project, and reassures you that your production expectations will be met for the foreseeable future.

  Customer response

  04/13/2023

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

• Initial Complaint

  10/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased solar panels through Klick Solar. Klick Solar falsely represented their product and services throughout the sales process which has caused monetary damages.When going through the sales process with their sales representative *********************** we were explicitly lied to about the ability sell our house in the future with the solar panels. Despite clarifying on multiple occasions. We were told that if prospective buyers did not want to keep the panels. Klick Solar would remove the panels at no penalty and resolve the loan so it wouldn't impede the sale of the house in the future. We have placed our house for sale, and have received a prospective buyer. The panels have caused the new buyers to not qualify for the purchase of the property. We engaged with *********************************** at Klick Solar on 10/7/2022 to begin the solar panel removal process as promised by *********************** during the sales process. ******** assured us that she would go back to management and find a resolution. I received a call on 10/8/2022 from *************************, ********'s manager to explain their proposed next steps. ****** refused to uphold what *********************** promised us throughout the sales process, explicitly acknowledging that we were lied to. Furthermore, ****** said we would have to pay a labor fee to remove the panels and still have full responsibility to pay the entire loan amount for the panels. So not only did Klick Solar falsely represent their products and services throughout the sales process, they engaged in predatory tactics to get us to pay additional money for panel removal. Due to Klick Solar falsely representing their products and services the buyer of our home has had to pull out of the deal causing a loss of sale and a great deal of grief not only to my wife and myself, but the potential buyers.

  Business response

  10/18/2022

  We are working diligently with this customer to resolve this complaint. 

  Customer response

  10/22/2022

   
  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

  08/09/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 5/28 there was a Klick door to door salesman who came to my home. I have been interested in solar for sometime and was approved for financing. As of 8/9 I had zero communication from Klick and started getting weary that I may have been scammed. Realizing it had been over 60 days without a word, i looked into Klick and after seeing many bad reviews and realizing they are not accredited by the BBB I decided to contact them to cancel. I was told by ******* the sales person that they have already have the permit and that I would need to pay a ***** dollar cancelation fee if we don't move forward. He says he has been in contact about all this with my husband. I do not know if that's true but the fact is, I am on the contract for solar, not my husband. They have not communicated with ME at all since 5/28. I am not allowed to do business on behalf of my husband and he is not legally allowed to do bisnuess on behalf of me unless i have given permission, and i did not. I do not agree with them not communicating with me if i am the one on the contract. Later ******* said they do not have a permit yet and it will probably be in September when they do. I really do not want to move forward with this and I am hoping to get help resolving this matter. I feel like they did not do the right thing by not communicating with me. One minute ******* told me they have the permit, the next minute they say they do not. This company will be a nightmare to work with on any project moving forward. I am still not sure if the business is a scam or not.

  Business response

  11/08/2022

  Good Afternoon *********,
  After realizing my company's failure in responding to your BBB complaint and communicating with you personally on your solar project with us, I wanted to reach out personally to apologize. I take full responsibility for our lack of communication. I've created a new procedure around best contact and written authorization if it's not the main signee on the installation agreement. It's our intention and policy to reach out to homeowners bi-weekly with updates, and after reviewing our records, we've failed at this with your account. I've updated the notifications on our BBB to go directly to me for complaints for a guaranteed personal response from myself or my business partner, and we're taking steps to become accredited to instill this trust in future customers. I can completely understand the frustrations you've had with us, especially with the lack of communication which is unacceptable. Our cancellation policy is not designed to hurt homeowners but rather to recoup the investment we've put into a customer project to date. After reviewing our call/email records for your account with communications, I've concluded the right thing to do on your project is not to assess a cancellation fee. I have notified our accounting department to remove the cancellation fee and close out your project and have received confirmation this is complete. For context on why we do typically enforce cancellation fees at your stage in the process is to recoup the cost of sending a site surveyor out to your home, engineering labor cost, *** design cost, interconnection fees paid, and permit fees submitted (We pay those at application not when we receive the permit). I once again would like to apologize for the experience we've provided you, and I thank you for your feedback to help us correct errors in our process to become better. 

*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. ↩