Complaints

• Initial Complaint

  02/24/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I went into contract with Guardian Solar (************************** DJR.) last summer to have solar panels installed on my home. This was a 57k project that I have been paying load on since December. The provide zero proactive follow up to me, they continue to send crews out with no remedy. Nobody from their senior management team has contacted me to talk about this. I am going have a contractor remove my panels if not resolved ASAP. This company should not being doing business in ******* or anywhere until they learn how to provide customer service.

  Business response

  02/27/2023

  I am the office manager and have been in direct contact with you, we just spoke Thursday. I have reimbursed you for your payments and have been actively working on your issue. I know you are frustrated but you are not being ignored. We are looking into your issue and following the recommendations by Enphase to get the issue resolved. Enphase is commissioning the remaining panels on their end to try and resolve the issue and someone will reach out when there is an update.

  Customer response

  03/01/2023

   
  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.
  

  while I will never recommend this service to anyone and the only way I got updates was be me calling in..
  
  Sincerely,
  
  *********************

• Initial Complaint

  02/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a solar solicitor come to our door in August 2022,normally we wouldn't give these people the time of day but we were going through family loss and were not clear minded. This solicitor insisted that we would have panels all over our roof, that it would cover our energy costs at 100%, so that our monthly bill would be for the panels, cheaper than our electric bill and that it would be installed within a months time. It is February of 2023, not a word from any them except for some random text promising it was happening but no one came out,no work has ever been done and we found out from another company the original proposal not only utilized panels that were not as good as we were told,but that the layout was illegal!!!! Meaning the whole proposal was a lie!!! We were scammed under lies,false promises and an absurd abuse of our time!! After we finally decided on enough after giving them multiple chances to correct the situation we went to another company since we never got a response and no service was rendered. Now they are threatening us with a thieving,outrageous bill of almost $3,000!!!! This company should have a lawsuit against them!! We were assured over and over by underhanded salesmen with no integrity,who now have the audacity to try to steal from our family, our children!!! We are not paying a single ***** of our honest & hard earned money to a bunch of criminals!!

  Business response

  02/22/2023

  The layout given to you on the day of the sale is a sample layout, it is told that the engineer will have the final say on the layout once all roof obstructions and fire code are evaluated and plans are drawn. Your contract states that if you cancel after 3 business days from the date the contract is signed there is a 3% fee to cover our costs. Yo did not cancel until after your permit was received.

  Customer response

  03/29/2023

   

  Case ID ******** had a response from the company but it was ridiculous and inaccurate. We will get a lawyer involved if necessary. We stand firm by our original statement. This company will not extort our hard earned money with threats and a scam. 

   

  Thank you for your time.

• Initial Complaint

  02/07/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  *************************** from a company called Blue Energy showed up at our home to sell solar panels. We agreed to move forward with the project, got approved for financing and signed a contract for Guardian Solar to do the work on 6/24/2022. After making several attempts to contact ****** because we never heard from anyone about the solar project, contacting our local city office to find out if a permit had been pulled to start the job and finding out no permit had been requested and even contacting the finance company to find out if the funds had been paid out and being told nothing would be paid until the project was finalized (thankfully)! At this point we were beginning to think we had been robbed! Fast forward to today and you have the audacity to send an Invoice via email from *************************** for $2190.72 for the cancellation of the project. What cancellation? No project was even started! Your company literally fell off the face of the Earth after the contract was signed. I sincerely hope you reconsider pursuing these funds as I have all the proof I need to show no effort was ever made by Guardian Solar to fulfill their end of this contract.

  Business response

  02/07/2023

  I am sorry if you were reaching out to ****** with no response but we do not have any calls or emails to Guardian Solar from you. We received the plans for your project from our engineer and applied for your permit on 7/15/22. It was approved by the *** County building department on 8/1/22 so I am not sure why they told you there was never a permit but that is incorrect. We were notified by Bluenergy on 11/23/22 that you were putting the installation of your solar panels on hold until your new roof was installed. We have not heard anything else and all attempts to reach you were unsuccessful and your financing has now expired. Your contract states that if cancelled after 3 business days there is a 3% cancellation fee. You are more than welcome to still move forward with the project if you are stating you do not want to cancel but the above statements about not applying for a permit and false. 

  Customer response

  02/07/2023

   
  Complaint: 19344834
  
  I am rejecting this response because: there is no reason to have gone to *** County for a permit as I live in Broward County and if a permit really was pulled why was I never contacted by anyone about the roof or anything else for that matter. We did our part and no one on your end followed up. If I need to obtain legal council I will but I can tell you that the service at Guardian Solar was non existent. The minute ****** left my house I never got a single call, visit or anything in regards to the project. I will not be held liable for a job that was not even initiated.
  
  Sincerely,
  
  *********************************

  Business response

  02/08/2023

  I am sorry about that confusion, I only have 1 customer with your name so if you are not in *** County your contract must be under another name (maybe your husband). I am unable to respond to this complaint any further without a correct name to look into.

• Initial Complaint

  12/12/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This company come to my house and offer me a service with false promises, I have constantly communicating with different people and under other company names.I have informed them of my wiliness of canceling this contract as per the specifications but they keep sending people to my house to start the work, I feel completely helpless in this process and they have giving me no other choice as to request help this way.I have been talking via email with different people of this company, they have never been inside my house to do any work as I have been wanting to cancel since the beginning because they offer me the product in Spanish and ask me to sign and when I have someone translate the contract for me was totally opposite to what they offer.

  Business response

  12/12/2022

  The contract has been canceled and you are not being charged the 3%. I am not sure who has gone out to your home but it is not Guardian Solar. We have not done any work on your home and we are not planning any work. We tried calling to inform you the contract has been canceled but there was no answer. The only other person I know that has reached out is Goodleap and they have to reach out to get approval to cancel your loan. They are an outside finance company that you applied to so they have to have your approval to cancel. Please call them when you get a chance but as far as your contract with us, it has been canceled with zero penalty. 

   

   

• Initial Complaint

  06/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  We purchased Solar from Guardian Solar October 2017 . Our main box is not working and cannot do any readings . I have called Guardian on several occasions and was told a manager would get back to me . Yesterday , the owner and manager was in the office and I asked the receptionist to tell them I called and to call me back . She said she would . No call . Our system is down and they refuse to acknowledge. This is covered under warranty that apparently Guardian does not want to address . We spent over $40,000 on this system and it is of no use to us in non working order. We are asking Guardian to come replace the box that is still under warranty .

  Business response

  07/05/2022

  We reached out to the homeowner and scheduled a technician to go out to her home to diagnose her system issue. Solaredge shows her system is working but the communication may be bad. We submitted all information and photos to Solaredge to request a replacement of bad parts and they have responded stating they are sending out a new inverter and communication. Once the new inverter and communication arrive we will send the technician back out to install the new parts.

  Business response

  07/19/2022

  Business Response /* (1000, 8, 2022/07/05) */ We reached out to the homeowner and scheduled a technician to go out to her home to diagnose her system issue. Solaredge shows her system is working but the communication may be bad. We submitted all information and photos to Solaredge to request a replacement of bad parts and they have responded stating they are sending out a new inverter and communication. Once the new inverter and communication arrive we will send the technician back out to install the new parts.

  Customer response

  10/17/2022

   
  Complaint: 17908627
  
  I am rejecting this response because:

  I have filed complaint before and it was NEVER resolved. An Inverter was ordered which took over 4 months to get. It finally comes in and SITS in their office for 9 days. I called on the 9th day and they agreed they had it and would put me on schedule. That took awhile and they were upset I had called multiple times until someone came out. Finally, comes out and installs Inverter. He leaves and a few days later I checked on Inverter to see if working properly, IT NEVER WORKED!. I call them again, took days to get a tech here. He orders a fuse while standing in my yard. Said it would be 4-5 days and PROMISED me he would be here. Hurricane *** happened so I waited. I called on 10/11 and FUSE was at their office. Was told I would be put on the list. Today is the 17th. I have called everyday and they are irritated that I am calling. Keep getting told I would be put on the list. They would let the office manager, ******* know. ******* has a problem with me and I am fairly certain she is doing this on purpose. We paid $42,000 for solar and we are getting $400 electric bills that no one will reimburse! We need our solar working.

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

*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. ↩