ComplaintsforSolar Bear, LLC

• Initial Complaint

  01/14/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  First company representative brought document to home for my signature and then took it back to his office to have it notarized. I now understand that the notary should have been present in order to notarize my signature. Second, they called my loan company for the product and requested an increase to place other equipment on my roof/ in my home without consulting me or obtaining my permission. They refused to supply me with a complete list of items i was to be getting with prices which i requested numerous times. they are now being rude and unhelpful as i am requesting for them to remove the panels as it has been a bait and switch

  

  Business response

  03/02/2022

  Business Response /* (1000, 8, 2022/02/14) */ Mr. ***** provided his ID for the Notary. We have documentation of this. We are happy to help, we just need Mr. ***** to call us back. We have called many times without a returned call.

• Initial Complaint

  12/14/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was approached with a solar energy package with the idea that I would be saving money. It has been over 3 months since I signed up and 2 months since the panels have been installed yet still no solar energy. I am now currently paying for electricity and the finances solar package which now doubles my monthly expenses. I was advised to contact them when my meter was swapped out. I informed them that my meter appears to look different than my neighbors (must have been changed). I have been dismissed twice and told that they dont have a way of knowing the meter was changes out. Lastly my electric provider now says they dont have and never received a request for a meter change to accommodate the solar package. At this point the company costing me an additional $150/month.

  

  Business response

  12/21/2021

  Consumer Response /* (2000, 5, 2021/12/15) */ Solar Bear is now coming out tomorrow to finish turning on my solar energy. The claim can be closed. Thank you!

• Initial Complaint

  11/30/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Signed a contract with Solar Bear on September 28, 2020. My time line for finance was up on June 11. On June 9 and 10, 2021, we finally had a crew install 66 solar panels. They were so happy...now they could get funded. Now, nearly 6 months later, the solar is not hooked up and running. I've been told by them it is because of a permit. I was also told by them they submitted it for permit on August 27, 2021. Then I was told on September 22 that they would call to find out where the permit is. That same day, they called me to say the city said there was no engineering stamp on the permit, and they were sending a runner over to get it stamped and take it back to the city. On September 28, I was told AGAIN that they were taking the permit to engineering for a stamp and returning it to the city. On October 4, one of the owners said he would check on the permit and call me back. He didn't call back. On October 20, we called the city about the permit. We were told it was submitted for the FIRST time on October 7th. On November 15, the owner told me they are waiting for the permit. On November 16, we again called the city. The permit is ready. They just need a GC to sign off on it. They had tried to contact Solar Bear, but no one has returned their calls. I finally got hold of Solar Bear and was told they were sending a GC on the 17th or 18th to sign and pick up the permit. Today is November 30th. The city says no one has signed it or tried to pick it up. I've left numerous messages at Solar Bear yesterday and today. They have not returned my calls. They got funded 100%. Then they didn't finish the job. Horrible, horrible company. I have no idea how they can get an A+ rating with the BBB. I wish I would have read the online complaints about them before I signed a contract. I have kept a daily journal (when activity actually existed) if you have any questions.

  

  Business response

  04/08/2022

  Business Response /* (1000, 5, 2021/12/01) */ We are finishing the job. We are not the ones delaying it. The building department has dragged their feet every step of the way. Once they approve the deck permit, the electrical equipment will be installed and the job will be 100% complete. The roof has been finished and passed inspection. Consumer Response /* (3000, 7, 2021/12/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) As I stated earlier, I was told by Solar Bear they had submitted the application for permit on August 27. The City told me they received it on October 7. The city called me and told me the permit was ready to be signed by a GC on November 16, but Solar Bear had not responded to their messages. When I called Solar Bear, I was told they would send the GC on the 17th or 18th to sign it and pick it up. As if November 30th, the city was still waiting for signatures from the GC. How can they blame the permitting office when they didn't apply for it in August, like I was told, and now its ready and they haven't picked it up? Business Response /* (1000, 15, 2022/02/14) */ Final Inspection should be this Friday 2/18 Consumer Response /* (3000, 22, 2022/03/01) */ Final inspection was February 24, 2022. It passed inspection. But Solar Bear still has not come out to turn on the solar, so we still don't have a working solar system. It's been 17 months since we started this project. Ridiculous! Consumer Response /* (3000, 26, 2022/03/22) */ This response was taken verbally by BBB: After my March 1st update on the complaint, the business did email me paperwork to sign for Duke Energy to install a new meter, but I have heard nothing since. When will the meter be installed and the solar turned on? Business Response /* (4000, 29, 2022/03/22) */ We cannot turn the system on until Duke energy swaps there meter. We are just waiting on them at this point.

• Initial Complaint

  11/23/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I ordered a solar panel system which included electrical panel upgrades for just over 75k, but I did not receive any itemized breakdown of these costs. The electrician for Solar Bear stated that considering there were 4 panel upgrades that the share of the cost would be around $12,000 total (3k each). Solar Bear, without informing me, decided not to include these upgrades in the system. When I asked the technicians about the panel upgrades after I was told all the work was completed, he said he was not informed of these panel upgrades and they were not in the plans. I inquired with my sales representative (G**e P) and he offered me a $2,300 refund for these 4 panel upgrades, so I insisted that they just do the upgrades per the contract. I reached out to the owner of the company (B***e A) and he offered me $2,800 and said that in order to complete the work in time I would not be able to get the upgrades done at all. I suggested we wait until the work is finished to further discuss a refund. After missing the deadline to complete the work, I requested yet again that the panel upgrades be installed but received no response. After over 11 months of waiting for the work to get done (contract suggests maximum time to full completion is 5 1/2 months), I never received the electrical panel upgrades nor any refund. I have multiple messages to the owner and have not received a response. The explanation I was given by the sales person was that these electrical panel upgrades were a "buy 1 get 3 free" deal so I was only entitled to the refund for 1 electrical panel but that they would not actually do the work to install the panels even upon my multiple requests for it to be done per the contract. The credit union that financed this deal (partners with Solar Bear) charged me full price and never confirmed anything about the work being done. Names redacted for privacy purposes.

  

  Business response

  01/27/2022

  Business Response /* (1000, 5, 2021/11/23) */ We have clarified this repeatedly for Mr. ****. He was charged for one panel upgrade ($2,800.00) and is being refunded for that upgrade. It did not need an upgrade, but that was not realized until the site visit. Mr. **** is requesting a refund for something he was not charged for. Consumer Response /* (3000, 7, 2021/11/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I paid for 4 electrical panel upgrades whether or not Solar Bear wanted to install them. I was never informed by anyone at Solar Bear that they would not be installed. Their determination that this piece of the project was not necessary was never conveyed to me and at the time of pricing and contract signing, I was told it absolutely was necessary. I also have not received any refund at all, $2,800 or otherwise. I paid for the 12k worth of electrical panel upgrades and never received them. Upon my insistence that they complete the job as contracted, they refused. The "charged for one panel" aka buy one get three free is not an appropriate answer when they refused to install even that one they claim they charged me for. If Solar Bear had determined that this upgrade was not necessary, I should have been informed at some point during the process prior to installation/during the planning and the conversation could have been had to modify the contract as needed. This did not happen. Solar Bear refused to complete $12k worth of work/upgrades that was included in the contract. They still charged me full price. Their manner of selling a buy 1 get three free deal that they refused to install is a classic bait and switch scam and it should be known that Solar Bear pushes this scam onto their customers. Business Response /* (4000, 11, 2021/12/01) */ I do not want to keep arguing back and forth. Mr. **** was charged for 1 service upgrade not 4. We have all the paperwork. That 1 service upgrade was not needed, and we are issuing a refund check for $2800.00 Consumer Response /* (3000, 15, 2021/12/05) */ From an outside perspective, assuming everything Solar Bear is alleging (one service panel upgrade replacing four separate service panel setups), this was a contract from January with a 5 1/2 month turnaround time. It is now December and the property has been sold yet I still haven't received any refund at all for several months meaning they've been keeping this overcharged money for months without providing any information regarding their decision not to install the panel upgrades until I asked the electrician after the installation was completed. While the amount is still a matter of dispute, by Solar bear's own admission, they have been keeping money they owe to me for months without my consent. Business Response /* (4000, 20, 2022/01/03) */ Mr **** was refunded $2800.00

• Initial Complaint

  11/20/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On Dec. 19, 2020 I met with Luis G. (Regional Manager with Solar Bear) and signed a contract for the purchase of a 17 panel solar system which was to be financed through LoanPal, (now GoodLeap) for the amount of $21,879 at 2.99% APR. G.'s main selling points were that our Power Co. SECO Energy would purchase our solar power production at a 1 for 1 purchase price match and any excess solar that we produced would be banked for future use, which after the installation of the 17 panels during a phone conversation with a representative of SECO's Solar Dept. *** ******** SECO does not purchase solar at a 1 for 1 and has not done so since Nov. 2014, but charges 0.0954 per KWH and purchases solar at 0.0754 per KWH, and has never banked excess production. Solar Bears recommendation was for a 21 panel system but due to the monthly payment being more that our average electric bill, G. recommended we go with the 17 panel system, stating that it should be sufficient if a freezer issue we had previous been having was repaired and our consumption was less, which both have occurred. Feb. 27, 2021 spoke with Solar Bears Vice president of sale Justin D. explaining the above issues, and it was decided that they would provide 4 additional panels. After our first few electric bills of us still paying $50 plus after solar production, I spoke with SECO and was advised it normally takes approx. 20% more solar production to cover the price difference and was told our system should have at least 6-8 additional panels. Solar Bear also violated FL Admin. Code 25-6.065 by not notifying SECO of additional panel installation, never filed with Sumter Co. for a permit revision or had a re-inspection. Violated SECO's meter tampering policy. During installation improper backfeed breaker was installed not as approved by county & SECO. I have made multiple attempts to resolve these issues with Solar bear & GoodLeap with no satisfaction, and made them aware of these violations.

  

  Business response

  12/27/2021

  Business Response /* (1000, 6, 2021/12/01) */ MR. ******** Chose a smaller system size because he said he had a bad meat freezer that he was getting fixed and he believed doing that would save him bunch of energy. We even had him fill out a form opting for a smaller system, he then had to explain why, and sign. I have attached a screen shot of that document. We will not be providing thousands of dollar in free equipment. Consumer Response /* (3000, 8, 2021/12/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yes, we did go with the smaller 17-panel system because of the following two reasons: first as stated in original complaint, Solar Bear's recommendation was for a 21-panel system with the payment being more than our average electric bill. Your Regional Manager Luis G. then recommended we go with the smaller system, stating to us that it should be sufficient if a freezer issue we had previous been having was repaired and our consumption was less. Our standard household standup freezer had been repaired just prior to this December meeting, and according to our recent SECO electric bills since the repair was made, our consumption has been less. Additionally, to help us with lower consumption, we have replaced all bulbs within the home with low energy LED's and the original Standup freezer mentioned above has been replaced with a much more energy efficient model. We are doing our part to Go Green, which is why we went solar, but to no avail for us in savings as promised us by Garcia. Every time I tried speaking with Solar Bear it was the same response by them as the recent response to this complaint. (You went with a smaller system). Yes, we did, upon the recommendation of Solar Bear's Regional Manager G., but that reason should be a null point now, because we currently have the 21-panel system that Solar Bear originally recommended and we are still paying a larger portion of our electric bill then we were told we would be paying by Garcia. Even with all the above changes we have made. As mentioned in the complaint, SECO advised it normally takes approx. 20% more solar production to cover the price difference that was not a 1 for 1 price match for used vs produced as we were told by Garcia, as well as being told by SECO our system should have at least 6-8 additional panels, beyond the current 21 to make up for that loss. If Solar Bear is not willing to bring the system up to the production we were promised by Garcia, as well as the 110% offset promised in the attached Mar. 8, 2021 email from VP of Sales Justin D., we are once again requesting that the entire system and associated equipment be removed, the roof properly repaired and loan dissolved, which I requested to be done after our 1st electric bill was received, and multiple times since. With all this being said, it still concerns me that this business can operate in the manner it has by misleading customers just to make a sale, as Garcia did, as well as not following both the county and state's permit & inspection processes or administrative codes. Thank You

• Initial Complaint

  11/19/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I contacted Solar Bear to install solar panels on our roof. Initially met with Josh and he was pleasant to work with. Upon signing the contract to have the permits pulled and solar panels installed, this was in the month of June. 2 months later I decided to contact via email(jp) and phone(call and text, Josh) asking for an update, I was told because covid, there were delays, a week later to my surprise I was getting the roof deliver to my house. From that moment on the problems and delays started, first after removing my old roof, the underlayment leak in 8 different spots, creating leaks damages to my house ceiling, after this the solar panels were install under the wrong address permit and or formswere incorrectly submitted to the city which resulted in months of delays. I verbally communicated this information to the office and if it wasn't because I did so, I would still be waiting for Solar bear to figure out what was wrong with my house permits or forms. They promises repairs to my house ceilings a month and half ago and still nothing. So for that matter because the file of wrong forms with the city are causing a tremendous delay in my solar service I am demanding the payments of the loan for the current month and the upcoming month. Plus the dismissed of the roof bill adjustment.

  

  Business response

  02/25/2022

  Business Response /* (1000, 6, 2021/12/01) */ The day the roof got removed, a rain storm rolled in and some water got into the home. We have contracted a drywall and mold company to make sure everything is perfect. We are covering the November payment. December has not arrived yet, therefore we will not be covering December until that time comes. Consumer Response /* (3000, 8, 2021/12/14) */ I just spoke with a guy name JP from Solar Bear, who he promised me the payments will be submitted to my address ASAP, but with that said, I still will like to keep the case open because the leaks damages are not repair yet. Once again thank you. Consumer Response /* (4200, 12, 2022/01/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) The solar panels response came thru no problem, the roof leaks spots and damage on areas of my ceiling was never taking care, I had to repaired on my own, for that matter before the case is close I will like to notate that if roof ear takes any actions against me or my family, RoofBear NEVER, once REACH out to resolve the issues. Business Response /* (4000, 17, 2022/02/14) */ We are covering Nov and Dec billing, and excused the bill for the customer. All issues are resolved.

• Initial Complaint

  11/15/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Im a disabled veteran on a limited income. I spent $42,000 I get nothing except horrible customer service, lies on eveything they said to get me to sign the contract, and then just an Im sorry for what happened with no resolution. I went with solar bear because of many perks and promises. All I recieved I feel was a bait and switch. Now I have a solar bill, an electric bill, no 26% tax credit, and I cant run my genorator with my solar like they told me I could if there was a power outage. Solar bear told me I only needed 24 panels, even after I told them I needed an overbuilt system so I wouldnt have any electric bills. I went against what they recommended and did 28 panels. Even at 28 panels and spray foam, It still not enough panels for my house. The reason I went with more panels is once the loan is complete I cant add more panels. Solar bear told me that if I needed more panels because their engineers were wrong they would take care of it. Enphase is the manufacture of the solar products and apps solar bear uses. I had mulitiple Enphase tech support agents say my system was to small, I told solar bear and even showed them a chat screenshot and I get ignored. Solar bear told me to wait a year and we will see what happens. Im sure if I wait a year they will tell me I waited to long. I have more details but cant add everything since characters are limited. Since 06/21 I have called Solar Bear's office 37 times (spoke with Erika the office manager 3 times), The reginal manager, Jamie 10 times, and between the techs and salesperson another 6 times. I have also sent emails on 9/13, 9/20, 9/27, 9/30, and 10/14 with response back. I have also sent more than 100 texts. I have requested a couple times over the phone and in an email to speak with Justin the VP or the owner and I get nothing. I've now waited 30 days and still no call back or response to my emails. I have also had two full months of solar and still getting a decent size electric bill.

  

  Business response

  01/27/2022

  Business Response /* (1000, 7, 2021/12/01) */ The system is up and running. All issues have been resolved. We will be crediting the customer for two months while we were waiting on the power company to change out the meter. Consumer Response /* (3000, 9, 2021/12/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) The system is running but Im not recieving the service I payed for. I was told by the sales guy, the regional manager, and office manager that I should not have an electric bill because their engineers always design and make sure the system is oversized.. I was told that if the engineers do not properly design my overbuilt system that solar bear would make it right by adding more panels at no charge. None of my issues that solar bear is stating have been resolved. Its been 2 months and still no reply to my emails about my system not working properly. I have left many voicemails on the company phone and no one ever calls me back. I have requested many times to speak with the VP Justin and the Owner. I dont know what solar bear is talking about, there is nothing wrong with my meter per the power company so it does not need to be changed out. At this point by Solar bears response, sounds like they are looking at someone elses file. Once again your engineers messed up and shorted me solar panels and now Im stuck paying for solar and an electric bill. I have shown you proof that Enphase the company you partnered with for solar states the system is undersized. I have also showed you the salesperson stating the engineer said 26 panels is plenty of coverage but I went with my gut and did 28 panels. Which still was not enough. Remember you guys are the solar experts not me, you guys told be 24 panels was enough in the beginning on the first contract. Now Im at 28 panels with spray foam and still getting a good size elctric bill 3 months in a row. This was a bait and switch you pulled on me. The regional sales manager kept telling me that if I still have an electric bill because it was your engineers fault he would add more panels at no cost to me. He stated he is best friends with the owner of the company and they grew up together so it would not be a problem. So now since your engineers messed up, I want you to honor what I was told and add more panels to fix my system. I should not have to pay for solar, electric, and then not run my ac as much because I cant afford extra electric cost due to your engineer messing up. I have also added pictures of the before and after of the enphase app. You can clearly see the app was working properly but I was only at 45% energy Independence. You can see my imported, produced, and exported. After I kept telling solar bear that Im still getting an electric bill and enphase says my system is undersized. They send a tech out to remove the metering devices so I cant see whats going on and it fools the app to make it look like its working properly. I am not going away until my system is fixed properly. Just remember all your potential customers will see this complaint and other reviews. Just make this right, is all Im asking. Its sad, you have all my contact information, have seen my complaints, and you still cant have anyone reach out to me to resolve this issue. I want the VP or the Owner to call me so we can get this fixed for once on a professional level and no more games. Business Response /* (4000, 16, 2022/01/03) */ We have resolved the issues for Mr. *******. Consumer Response /* (2000, 18, 2022/01/07) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  10/26/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased solar panels with a new roof. I was told that I would be able to move the solar if I decided to move. The solar panels were installed in April. It is October and the panels just now started to go into effect. However, my electric bill is still $70 plus the monthly payment. I am moving and had planned on still making the payments, but was then told that I was unable to move the panels until I payed them off $41,000 roughly. This whole process has been misleading and my panels don't even work like they're supposed to.

  

  Business response

  12/02/2021

  Business Response /* (1000, 5, 2021/11/04) */ The fist bill you received only had a part of the months production because the solar was turned on in the middle of the billing cycle. There are work arounds to be able to move the panels to a new home. Consumer Response /* (3000, 7, 2021/11/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have tried everything to get the panels moved to the new home and have been told multiple times I can't do anything until they are payed off Business Response /* (4000, 11, 2021/11/16) */ We will reach out to the bank and see if there is any other options. We will contact you directly.

*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. ↩