Complaints
This profile includes complaints for Prime Energy Solar's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 5 total complaints in the last 3 years.
- 3 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:11/26/2024
Type: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.
In 2019 I was sold a system through Prime Energy that was going to produce what I was promised. I have questioned on several occasions the under performance and was assured that the system was working as intended or finger point. I have still have system that is not producing properly, needs parts replaced to gain optimum performance. Contacting the installers, I am advised that they no longer service the ********* and to contact someone local to address these problems. Contacted Prime as they are the ones who sold me the system, they advise me they are in a legal bind with the installers and was quickly dismissed. I have a signed contract that states the system is covered under a workmanship warranty. Meaning I as the customer should not be responsible for any out of pocket expenses. I have another local company trying to assist me with this dilemma and costs are beginning to amount that I shouldn't haven't to incur. Prime Energy as a company should be held responsible for what their customer is going though. Locate a company or incur the costs for repairs. I am confident there are other customers that Prime Energy has sold systems to with a similar problems and having these installers do the job.
Business Response
Date: 12/30/2024
******* ********** ******** of ******** is an original customer of ***** ***** ****** of ******* **. After speaking with ******* he has become aware that Prime Energy is not an affiliate of ***** ***** sales or service however from years 2016 to 2018 Prime offered fulfilment services to many ***** ***** third party sold solar projects (commercial and residential). The homeowner ******* is completely aware of the contracts signed for all installation and financial documents between himself and ***** *****. ***** ***** was not only the contracting party but also the permitting and inspection party overseeing the entire project for *******.
******* has had some system monitoring issues and production issues due to a potential string related service issue. ***** ***** ****** and ******* have been in contact and remedy is underway.
Prime Energy offers 100% bumper to bumper warranties for all our purchased goods. We have been servicing the solar industry for over two decades pioneering the industry and fixing other people's problems. As a service and fulfilment corporation we pride ourselves on excellence however from time to time a consumer will reach out to us for service when another company owns their system. We can not service another company's goods. This is not only predatory and considered poaching in the industry, but it will immediately void a consumers warranty indefinitely.
All consumers should always reach out to their contracting corporation for service and any questions related to their solar system and production.
***** ***** ****** is actively in business in ********** and they run a national corporation. At this time we no longer are contracting commercial and residential installations for their group.
Unfortunately some companies may go out of business in all industries. In our industry if a system is orphaned and not operable we may be able to be of service for repair and remedy related to the manufacturer's warranty. Prime is a manufacturer's Rep. We work for nearly every manufacturer on the open market and can offer warranty service directly in this event.
We want to apologize to ******* for the confusion entirely.
Initial Complaint
Date:07/29/2024
Type: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 paid to have solar panels installed and the installation process caused damage to my home. I now have water entering where the panels were installed. I asked to have it repaired. I was told they would repair it, then they proceeded to cancel 3 times. I was then told they couldn’t repair it and that I needed a new roof. Before the installation of the panels my home was inspected and I was told the roof was fine for the panels. I purchased the panels based on that knowledge. It is the responsibility of Prime Energy to replace the roof at their expense.Business Response
Date: 09/06/2024
**** ***** is a very valued customer of our work and services. We have had over 17,000 installations to date at Prime. From time to time it is a direct correlation to the solar installation if a roof leaks or there are any water or leaking issues prior to or post installation that may be unknown to the consumers.
Our solar flash mounts directly eliminate any cause of leakage near or around the feet of any solar system we can install, on every roof plane. It is unfortunate that Miss ***** does have a very minor roof leak coming in from the side wall of her roof do to improper installation of the original roof membrane. This is directly related to her roof not having any underlayment; she has received a minor wind driven rain leak on the side wall of the gable of her house.
This is (NOT) correlated to, or related to the installation of any solar array.
Miss ***** does have an architectural roof that is 19 years old but has a fifty year life span expectation. However the lifespan of this roof is now inadequate because how the roofing system was installed improperly, especially because it was installed without underlayment.
Our recommendation is to remove her solar array for (FREE) and install a new iko integrated weather stopper roofing system with proper underlayment, ice barrier with proper drip metal on all eves and fascia areas of her roof as a compliance obligation and in consideration to best industry trade practices.
We are ready to commence these services upon the approval of the customers requests. The roof will come at a discounted cost as well and will include a fifty year warranty.
Miss ***** has reviewed all photos of her active roof issues (non related to solar installation) and understands we have offered a $5600 dollar discount to remove the solar array for free. Additionally she has received a substantial discount on the new roof from our company as well.
To date Prime energy has not had a solar related roof leak.
--
Shawn R***
CEO of Prime Group
###-###-####
Customer Answer
Date: 09/06/2024
Complaint: ********
I am rejecting this response because:the problem has not been rectified. The roof had a leak immediately following the installation that damaged the ceiling.
The damage of the ceiling was caused by the installation of the panels. Prior to installation there was no water leakage, then the panels were installed, and there was immediate water leakage.
Sincerely,
**** *****Initial Complaint
Date:06/19/2024
Type: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.
In 2021 Shawn R*** owner of Prime energy was hired and paid by *** ***** ****** to replace all windows in our home. *** ***** ****** paid Shawn with the money they received from a loan I took out through ******. this loan would cover solar panels, new roof our windows. In May 2021 Shawn was paid $43,550. This amount would cover his commission, cost of roof, an energy efficiency incentive and funds for the windows. There was $11,900 allocated for the roof, $1,700 for the windows and $3,100 for the energy efficiency incentive. Per the email I received from *** ***** ****** SHAWN was provided these funds and was supposed to use the funds to take care of the roof, pay me the incentive and replace all the windows in our home. fast forward to 3 years later I still have no windows or incentive.Business Response
Date: 06/25/2024
Hi,
We are very sorry for the confusion herein this complaint. There is a misunderstanding here. *** ***** was the contractor. *** ***** was a solar dealer network with over eighty dealers in the *** ******* area from 2014 to 2021. *** ***** often referred to Prime Energy for any customized installations services. From time to time Prime was called to do many services for *** *****. Under these circumstances Prime was often considered to be the fulfillment associate for *** *****. This was not a Prime Energy project or Prime energy contracted project. Prime Energy only receives payment for Prime contracted jobs and Prime solar and roofing installation services. *** ***** did use a series of sales dealers to sell their products and offer homeowners certain services accordingly. Tree removal, roofing, electrical work, solar installation etc. 2021, During this time Prime was no longer working with the *** ***** organization as a fulfillment partner.
After a thorough review of the work scope we have reviewed the following information above. The customer was a *** ***** customer not a Prime customer.
Additionally the owner Shawn has not sold or signed a consumer agreement since 2019.
We are sorry for the unfortunate misunderstanding.
Initial Complaint
Date:09/11/2023
Type: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 contacted this company because they installed my solar panels. The inverter in the system is currently off-line and not working. I am not receiving any credit for the electric that is being generated. I called and spoke with someone named Darius. He told me I would be contacted by an installer who would help me resolve my inverter issue. It has been over a week now and I have not heard back from them. I’m filing this complaint now because I had previously tried to work with This business about another issue and they are not easy to work with. I left them a ****** review to which the owner blatantly lied and said I was not eligible for solar when I clearly am their customer. I have no confidence or trust in this company and I’m very concerned that this issue will not be resolved in a timely manner. Any any help you can give me is greatly appreciated.Business Response
Date: 09/29/2023
Hello,
We apologize for the inconvenience at hand. It is our detailed response herein that will render consideration to such issues at hand. Prime is more then willing to help all customers, however this individual is not a lawfully contracted customer of Prime Energy products or services. The homeowner originally contacted us to add on to their original solar system which was on a house they purchased. The homeowner was disqualified for any solar finance opportunities. At that time the homeowner then contacted our administration and notified prime that they wanted to add more solar panels and install an new electrical panel. Prime told him without a credit approval we could not help. The customer then offered to pay us cash to build the system bigger without the proper compliance process. Prime said no, that we could not be of service and we do not offer unlawful services. we offered to do the job correctly and {Prime was denied. Since that date the homeowner hired his own personnel to be of service and because of this they are having issues with the operation solar system obviously due to tampering with hardware and or ineligibility to update any firmware, the owner has now decided to falsify complaints against prime. However Prime will be more then happy to help the homeowner reach out to their manufacturer in good faith.
We understand frustration, however it is very unfortunate a non customer of Prime would leave a false statement of complaint.
Prime is a service warranty and maintenance corporation. It is unfortunate but we can not be of service to every consumer, mostly consumers that are disqualified for solar service, nor our contracted customers. Prime apologizes for the situation at hand.
All homeowners can contact the manufacturer of their goods for remedy and service to their goods. Prime services all ((Prime contracted customers)) during their warranty term.
Customer Answer
Date: 10/02/2023
Complaint: ********
I am rejecting this response because:the statements are NOT true. We did not want to add on. We wanted to know information about what was already installed. We paid in full for the existing system. It is the existing system that is having a problem. The statements are not false. I never asked to add on to the system. I just want what Prime Solar energy installed to work properly.
Sincerely,
****** *********Customer Answer
Date: 10/03/2023
I wish to withdraw this complaint I am working out the issue with the business.Initial Complaint
Date:08/08/2022
Type: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.
In lack of better words, ***** energy solar sold off our account to “*** ***** ****** “without our direct knowledge and verbally made many promises they could not keep up with as well as shady sales tactics ultimately resulting in losing my own money . We were promised installation and tax rebate as well as referral incentives in the thousands, I have never seen a penny nor has anyone at ***** been able to answer any questions or remotely help. Upon investigation the sales person(s) we were swindled by has lawsuits presently against him for very similar issues- honestly I would just like either the money I was promised or just pay off my panels and call it a day, it has been a nightmare dealing with this company and I really have no idea who to turn to for a resolution but truly do not want anyone else to fall victim to this companies shady scamBusiness Response
Date: 08/25/2022
Hello, we are very sorry for the frustration you are experiencing. Records do indicate that you acknowledged and signed a *** ***** installation agreement during the consultation your sales representative and in part does not make you a customer under (***** ENERGY) our company. We are hearing of these concerns for the first time and it is shocking that you were not made aware of the business relationship you had with *** ***** at the time of signing your *** ***** contractual documents. Your product I.E. (solar) was most likely sold through a broker of *** *****. ***** was only an installation company for the *** ***** organization. We no longer do any work for the organization because they moved out of state for various reasons. We would be glad to do as much as we can to help your situation, however *** ***** is responsible to see you through all concerns related to your solar installation, although they're no longer on the east coast. We understand this can be frustrating Please contact our main office at ###-###-####.
As an installation company there are many times others have referred to ***** as (the solar company). We would love to speak with you pleas call us soon.
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