Complaints

The 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:01/15/2025

  Type:Billing Issues
  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.

  My solar system stopped working and I needed a service call, In scheduling the call they said the call was $175 /hr. (I was shocked at the rate and the lady setting up the call even said it was high.) I gave permission for the tech to go into my yard as the home is vacant. The day of the service call the tech left a message while I was in a meeting at work. 45 minutes later I called back and he said he was waiting to get permission to go into the back yard. Less than an hour later he said he found the problem. A fuse needed changed. He said he just needed to change it and restart equipment. Later in the day he sends a bill for $858. I immediately called and asked why so much. He said the call was 4 1/2 hrs. I spoke with his supervisors and they said it was just what it was. I complained and asked for a reduction based on the first hour I knew he was just waiting around and they said no. I spoke with them several times and they have never budged. I finally paid the $500, which I thought was high but a fair amount. They did not agree and are threatening to send me to collections on the remaining $343.75. I feel my payment is more than enough to cover the work performed of changing a fuse and restarting the system. 0

  

  Business Response

  Date: 02/06/2025

  Mr. ****** was informed of our rate structure, including the flat trip fee, just as we do with the other 2,000 customers we serve annually, without any misunderstandings. Upon arrival, the service technician contacted Mr. ****** to request access to the backyard. The technician then worked on the system on the roof to test the strings and trace the issue. After identifying the problem at the AC disconnect of the house, located the issue with the inverter/breaker, and resolved the issue. He did not wait for the customer to call back. The customer was charged for this service, which included the cost of the breaker as well as troubleshooting time and labor.  His system was repaired as he requested before our service.

  Customer Answer

  Date: 02/06/2025

  
  Complaint: 22813984
  
  I am rejecting this response because:

  the time and work done is not as explained. The work was completed however at an unreasonable time and rate. I feel my payment was fair. 
  
  Sincerely,
  
  Greg ******

• Initial Complaint

  Date:09/23/2024

  Type:Service or Repair Issues
  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.

  A work order was put in for me over 5 months ago from *** Solar. I was advised by their support team on June 4, 2024, that your company would be reaching out to me within a few days. I did receive the email below on July 22, 2024, confirming a work order was put in for me. My concern is that my panels are under warranty, but we appear to have zero priorty. For something to take this long to fix seems a bit unprofessional to not even receive a phone call. To make matters worse, the micro-inverter was sent directly to my address and has been sitting here since June 24, 2024.

  

  Business Response

  Date: 09/23/2024

  Sir,

  You could have contacted us directly at any point to inquire; to which we would have informed you that there was never a request from *** Solar.

  Your comolaint is the first we have been made aware of your situation.

  As a result of this unjustified and unwarranted complaint...

  We wish you luck in finding a different solar service provider to help you.

  Customer Answer

  Date: 09/24/2024

  
  Complaint: 22317673
  
  I am rejecting this response because:
  

  I want my repair done.  Your business has made no attempts to schedule an appointment.  The repair order was submitted in April 2024.  It should be noted the long wait for a simple repair.  The public should know about the poor quality of customer service and that your only excuse is your busy.  

  Four these reasons,  my composing is very warranted.

  Blake *******

  

  Business Response

  Date: 09/24/2024

  To repeat:

  We have zero correspondence from *** Solar on your behalf.

  There has been no request for service.

  You are misdirecting your negative feedback onto a company with no idea that you even needed assistance.

  Your complaint belongs with *** Solar. Not Compass Solar Energy.

  Please stop this unwarranted and unjustified damage to our reputation.

• Initial Complaint

  Date:09/06/2023

  Type:Service or Repair Issues
  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 contacted the original installer, Compass Solar, to repair my warrantied solar panels at the end of May 2023. A tech came out and worked on the panels and told me that only 13 of 29 panels were working and that he would be back with some parts. The tech then came out with his boss and they worked on the panels for 3 hours and told me they had to get more parts and that they would be back. They informed me that they disconnected the 13 panels that were working because of some problem. They said they would return. 2 weeks went by and on July 14th Matt said he had it scheduled for Wed. the 19th. On the 19th he said he had to let go of his tech and said he should be able to get out in a couple of weeks. On Aug.8th he said he was still the only tech and that maybe I should try to find someone else. in the meantime they have sent me a bill for $1550.00. My biggest bill even with only 13 panels working was $130.00 and since they dismantled my system my bills have been $400.00 for a partial month, then $602.00 and then $598.00. I have tried to find someone else but haven't had any luck because this was warranty work and no one else wants to touch it. I even offered to pay the $1550.00 plus $500.00 more when they showed up in my driveway but they have ignored every plea.

  

  Business Response

  Date: 09/12/2023

  Sir,

  All of the equipment was purchased by the previous homeowner from a 3rd party. We were hired simply to install it. It was well understood by the previous homeowner that Compass Solar Energy was not responsible for any warranties from the equipment. For us, the situation is cut and dry.

  On your own, you processed a warranty for your inverter and called us to swap it out. We swapped it for you. However, the inverter was not the reason your system was not working. You asked us to diagnose and repair the issues with your system. We made several repairs and you have not paid us. It's true that you still have repairs left to be made. This is nothing to do with our workmanship. We are billing you hourly for our service and you have an outstanding balance. We are happy to continue with the repairs after you pay the balance due.

  Customer Answer

  Date: 09/13/2023

   
  Complaint: 20558994
  
  I am rejecting this response because:

  OK we need to get some facts straight. #1 You did not swap out the invertor. Another company did. After they swapped it out I had 13 panels working. The man who swapped it out did not want to get on the roof, I assume because of the pitch. I then got a call from the previous owner who I had contacted and he found who installed the system which was you. I contacted you for repairs. Your people then came out and started repairs. I don't know what you did but I went from 13 panels working to zero. I wouldn't call that repairs. #2 I did offer to pay you what I owed and $500.00 more up front when you showed up at my house. This was on August 15thh a full 2 and a half months after you started and numerous excuses why you can't come out. I have the text messages between Matt and I to prove this. Matt's reply and I quote from his text "I'll ask the owner when I get back to the office today. I then informed him that this was what I thought a fair deal. I also asked if there was a problem with the system and if there was I would just move on. His response was I'll review what the techs have done and get back with you. Never heard another word. #3 I finally got tired of waiting and contacted someone else. He came out to diagnose the problem and said whoever came out wired the panels wrong. There were 28 panels wired on one string and there is supposed to be a MAXIMUM of 25 per string. That is the reason the 13 that were working no longer work. I no longer wish you to finish the work because I don't trust you. Since the beginning I've just heard excuses why you couldn't fix or even come out to fix. As far as I'm concerned I don't owe you anything because I have been billed over $1700.00 dollars and counting since you disconnected or damaged my system. I have been informed that it will be a one day fix by my new contractor

  
  
  Sincerely,
  
  Jeff Erickson

  

  Business Response

  Date: 09/13/2023

  Correction:

  We keep detailed notes in our system which are time stamped. We had to bring the new inverter online for you and set up the monitoring. After setting it up, we tested the strings and discovered the voltage was too high. When we began investigating on the roof and replacing parts, that is when we discovered melted connectors under the panels. According to the monitoring app, the system had been down since 2021. It took quite a bit of time processing warranties and waiting on parts. This was not within our control. The issues with your system were all over the place. We spent several man-hours identifying, troubleshooting and resolving multiple issues with your system. If someone else is now coming behind us claiming that it is any easy and quick fix, that is only due to the fact that we already spent so much time and effort making all the many repairs needed to bring it to the point where it is now.

  In the interest of customer service, we are still willing to work to resolve the remainder of the issues with your system, but you must first pay the balance due.

  Customer Answer

  Date: 09/14/2023

   
  Complaint: 20558994
  
  I am rejecting this response because:

  I'm sorry fellas but my system was working until you dismantled it and I have the power bills from FPL to prove it. Here is May 2023. It does show power received, not much but there were some working. April of 2023 is when I noticed a decrease in production but I believe the decrease started around January of 2023 Once again, after 2 months of excuses why you couldn't come out( we had to let a tech go, we'll try to schedule you soon) I did offer to pay you when you showed up and before you started work that day and even offered to pay extra upfront. I have the text messages to prove it. I'm done with the dishonesty. I am washing my hands of you , it's not worth the time and frustration.
  Sincerely,
  
  Jeff Erickson

• Initial Complaint

  Date:03/08/2023

  Type:Product Issues
  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 purchased a solar system that would produce 11.68 kilowatts. The system hasn’t even come within a kilowatt of the production rate in my contract. I’ve attempted for months now to resolve this with the company and their only excuse is I’m consuming more energy than previously. This doesn’t change the fact that I was sold a solar system that would produce 11.68 kilowatts and rather than try to resolve the problem they continue to tell me I’m consuming more. The system doesn’t produce what I was sold. Who cares how much energy I’m using at the present time. I’ve tried and tried to resolve this issue as I did my last one regarding my roof but apparently the BBB or a judge is my only salvation

  

  Business Response

  Date: 03/08/2023

  Your system size and the projected production are 2 different things. The size of your system is 11.68KW (DC), which is not an indicator of the amount of electricity to be produced. The electricity to be produced is measured in kWh (AC), the same as it is measured on your power bill.

  Your first year production projection, as listed on your proposal, is, 16,920.1 kWh. So, your 11.68KW system size, is supposed to produce 16,920.1 kWh in the fist full 12 months of being powered on.

  There is a month by month breakdown on page 9 of your proposal. You estimated production varies month-to-month. If you need a copy of your proposal, let us know and we can provide you with one.

  Your system was powered on in May, 2022; meaning that your first full month would be June, 2022. Since June 1, 2022 through today, March 8, 2023, just over 9 months, your system has produced a total of 12.4 kWh. According to your proposal, your system is producing slightly more than projected.

  Hopefully this clears up any confusion. Let us know if you need any further clarification of if you need us to forward you a copy of your proposal.

   

  Customer Answer

  Date: 03/09/2023

  
  Complaint: 19557167
  
  I am rejecting this response because: yes I do want a copy of the paperwork 
  
  Sincerely,
  
  Ricky ****

  

  Business Response

  Date: 03/09/2023

  A copy of your paperwork is attached. Your productions estimates are on page 9. It's broken down month-by-month with the 12 month total at the bottom after December. You estimated production is the first column. The remaining columns describe different estimated numbers based on production, consumption, and credits from the power company. You system in on track to meet or exceed the estimated production on the proposal based on the production from June 1, 2022 to March 8, 2023.

  Customer Answer

  Date: 03/09/2023

  
  Complaint: 19557167
  
  I am rejecting this response because:
  I don’t have a copy of any of this in the contract I originally received. Page 9 is the utility breakdown in the attachment you sent. 
  
  Sincerely,
  
  Ricky ****

• Initial Complaint

  Date:07/27/2022

  Type:Service or Repair Issues
  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.

  ******* solar stared a job three days ago to move our solar panels onto a different location so we can put a new roof on our house. They worked two partial days due to rain delays which is understandable but now the job is half finished and no one has shown up. It is totally unacceptable to start another job elsewhere when our job has not been completed. Not only are our panels leaning on the side of our house now but the longer they take to finish the job the more we get no benefit from our expensive solar panels. Once they are installed in the new location we still have to wait for the electrician to do the hook up. I am wondering how long will I have these useless panels doing nothing ? Trying to get an answer from ******* solar is proving to be fruitless. Please help us get some answers.

  

  Business Response

  Date: 07/27/2022

  We were already on site taking care of the customer, before we ever received notification of this complaint.
  
  The customer called us this morning upset, and we immediately got to work on resolving the issue.
  
  Hopefully the customer will remove the complaint since we have provided the requested service.