ComplaintsforMeraki Installers, LLC

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Solar panels Installed by Meraki Solar started failing to produce electricity in mid May 2024. Our power bill in June 2024 increased from $48 to $306 due to no credit being applied toward Florida Power & Light bill. A service person came out on July 10, 2024 and updated the software to the system and recognized an electrical problem on the roof. Said he would need a ladder and another person to help troubleshoot and correct the problem. Our attempts to reach the company for additional service have failed. Our problem is continuing and our Florida Power & Light bills are increasing every day. In addition, we are paying the bill for the solar panels each month.

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I took detailed notes from the day of contract signing and the information is inconsistent with the Seller information received on the contract date of 02/28/2024. There is supposed to be a 90-day grace period for PTO (Permission To Operate) or ***** Pays 9 Months. The contract says 74 days which was 05/12/2024 and 90 days expired 05/28/2024. I did not receive PTO until 07/01/2024. Currently, I found out that the installers did not wire the system correctly and currently waiting on the new company that assumed them Freedom Forever Solar.

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I signed up for solar panels to be put on my roof one year ago. At the same time I was approved for a loan with **** **** loan company. I am now being charged each month on the loan but still do not have solar energy! So I am paying Black Hills energy AND the loan. I have tried every resource available to reach Meraki and have had no success. I told **** **** I’m paying for something I do not even have. Initially they said “ too bad you signed for it”. Later after many calls, **** **** gave me 3 numbers to reach Meraki. Two were disconnected and the other goes unanswered. I have tried repeatedly to reach Meraki by phone. All calls go to an unanswered recording. No one has ever answers the phone! At one point I dialed the number, let it ring and for 2 hours while a recorded message played while I watched a whole movie. I have sent emails to several customer service representatives I dealt with in the past year. No one has responded. I simply want the service to be installed or to remove the panels, cancel the loan and refund the money I have paid on it. At this point I’m beginning to think this is a scam between **** **** and Meraki. Hopefully you have the resources to investigate and contact them on my behalf. This is causing me financial hardship. The phone number is: ************* and location is: **** ** ******* ***** Colorado Springs CO. 80918.

• Initial Complaint

  07/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I was approached by Jonathan ****** originally about the solar program with the City. A couple a people I knew had already done it and had a great experience, so I was already inclined to do it. I bought a fixer upper that needs some upgrading, so it would have been perfect had I not been lured in by false claims and promises. Jonathan led me to believe that Meraki did other work outside of just solar and promised cutting down a couple of trees, updated electrical, updated lighting, and new insulation (for the new AC) in addition to the solar and AC replacement. I want to be clear that that is the ONLY reason I agreed to work with this company. He told me that they are able to do the work within their company, which cuts down on cost, and that's why they are able to do those "extra" things. He then told me that his manager will need to come out to "verify" everything he says because he sometimes gets excited and promises things that they don't want him to. My father was with me the next time he came with Anthony Brewer, the manager. Everything Jonathan told me before was reiterated and Anthony did not refute ANY of it. He didn't clarify. He didn't tell me it wasn't accurate. Nothing. I wrote down everything they told me they would do right then and there. I asked a lot of questions to clarify what it is I was receiving with the loan and was told lies over and over. I was reading the contract and asked for clarification on the other things promised that I did not see and was assured it was all included. I called multiple times to inquire about the work and emailed the person who was supposed to be my contact, Arielle Ray, about this and have still not received a response. I'm not even entirely sure the panels are working properly, and have contacted the City about it already. I do not appreciate being lied to. I expect you to honor what you promised or compensation otherwise. I would not have gotten the solar when I did had I known this would have happened.

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased solar panels last November, and they were installed, but now I can't get ahold of anyone to finish the project. ***** ***** Energy is eagerly waiting for the needed paperwork to be uploaded into their system so they can turn the system on. I have repeatedly tried to contact Meraki, and have been repeatedly ignored. I started making the payments to the loan company for the solar project, AND I'm still paying ***** ***** for energy usage. I just want Meraki to finish this and get the proper documents to ***** ***** Energy. I'm more than frustrated with this whole process and want it resolved quickly.

• Initial Complaint

  06/28/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  - Ordered Solar system with Meraki in September 2022 - Got first installation of roof racking and electrical equipment end of January 2023 - Got Panels installed on roof racks early February - Due to permitting issues with City of Miramar (according to Meraki) had Solar panels removed from roof mid April 2023 - After inspections by City on roof racking and penetrations panels re-installed in October 2023 - Got final inspection for building and electrical done in March 2024 - System got activated in April 2024 - Since system activation only 9 panels out of 27 have been operable - Technician has come out 3 times since April with no resolution on issue - June 2024 spoke to ******* directly (where the system that Meraki installed is from) and they informed us there is an issue with the inverters, and that Meraki has to resolve - Been paying for system since May 2023, Been fighting with Meraki to get money refunded. Which finally happened in May 2024 - Have been asking several times to talk to manager but no response from Meraki. Each time reaction from customer service rep is "request for Manager callback has been submitted and should happen within 24 to 72 hours". This has not happened - Total system cost $ 44,955.00 (before tax return incentive of about $ 15,000.00) - Loan through Dividend of 25 year 0.99% - $ 119 first 16 months and $ 171.00 p/m after if tax refund was not used to put in system. Meraki received payment from Dividend for system.

• Initial Complaint

  06/20/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Marko ***** (email and rep information below), a representative from Meraki, visited our home to discuss solar panel installation. We listened to his presentation and signed up without conducting any prior research. Shortly after he left, we checked the Better Business Bureau (BBB) website and found numerous complaints about Meraki and their partner, Sunova. Within an hour of signing, we rescinded our agreement. We immediately texted Marko and emailed Sunova to cancel, as per the contract's instructions. Additionally, we mailed the cancellation notice on the same day and have the tracking number as proof. Despite the contract clearly stating we had seven business days to cancel without penalties, we received an invoice for $948 in cancellation fees on June 18, 2024. This charge is unjustified and indicates a scam.

• Initial Complaint

  06/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The contract I signed for Meraki to take down my solar panels and replace my roof was $11,992.00. I paid them $3,597.60 for materials… then they replaced roof… calling me and saying they had to replace all of the plywood ( 52 sheets) it would cost another $5000…. 1/2 inch plywood… that comes out to over $90 a sheet … I checked Hone Depot and they said it was only $43.28 a sheet (. 54 x 43.28 = $2,500.72) I then paid them $$2,509.72 + $8,646.55= $11,146.95 which they accepted and wrote full and final payment on receipt… now they are sending me a invoice for $6,386 . In full I have already paid them $14,744.55. I think they are trying to scam me about the plywood.. the plywood that I checked was the same exact kind they put on my roof … I am 73 year old woman and I paid $2752.55 for the extra plywood.. Meraki salesman, Jason Brand said they would not charge me extra for the labor for the extra plywood decking… the roof was finished in one day. They should not be charging me another $6,386

  Business response

  06/19/2024

  Thank you for bringing your concerns to our attention. We want to address the points you raised and do all we can to clarify the situation and make this right. 
  

  Your contract for the panel removal and roofing installation explains a total of $11,992. This contract also outlines the terms for latent defects and adverse conditions, which states: “Owner understands that there may be hidden/latent defects or adverse conditions such as mold, rot, water damage, termite or other insect damage, etc. that impacts the necessary scope of work and associated costs. Owner understands that pricing does not include such additional work and associated costs...” In your case, the decking needed to be replaced so your home would be up to code, which is why the additional plywood was needed - this included the 65 sheets of plywood along with two layers of felt. 
  

  The $3597.60 you paid was the 30% deposit required to get the work started. We see you paid $2500.72, but that was not the full amount needed to cover the costs of the decking. 
  

  The invoice that was sent to you reflected the remaining amount for the completed project. While we understand that it varies from the amount that was initially agreed upon, the terms outlined that there are circumstances that may lead to additional work being performed. 
  

  Since you have paid a total of $14,744.55, the remaining amount to be paid is $3,699.28. 
  

  We hope this clears up any confusion. 
  

  
  

  Customer response

  06/20/2024

  
  Complaint: 21807002
  
  I am rejecting this response because:  only 54 sheets of Plywood was used and in the contract it says they cover eight so that means I only pay for 46 of them which is what I paid and I have a receipt from Meraki that says receipt for roof project for Carla **** includes payment  For additional deck boards this is the final payment received in Destin office April 4, 2024 by Max con and Jason Brand I have a copy of the check which is $11,146.95 and I already paid them to Get the project started $3597.60 so no I’m not gonna pay for 65 or 64 boards when my contract included eight boards out of the 54 they told me and I have a receipt saying this is the Final payment that I paid them April 4, 2024 and I have the contract. I have the receipt for the other 35 9760 for what I paid for the project to get started.
  
  Sincerely,
  
  Carla ****

  Business response

  07/08/2024

  We appreciate you including the attachments. The contract mentions that other issues may become apparent during the work and cause the overall price to increase. Since your decking needed to be replaced for your home to be up to code, there was an additional cost associated with the total price of your project. 
  

  You received the project price before the extra repairs that were made were included, and we have made sure this does not happen again moving forward. The remaining amount to be paid for the entire project is $3,699.28. 

  Customer response

  07/08/2024

  I am rejecting their response:

   

  
  The site would not let me click on the response to their explanation.. as you can see with my documentation…. I’ve already paid the “extra” to bring it up to code.  I reject their explanation… they were trying to get me to pay $90 a sheet for 54 sheets of 1/2 inch plywood that sells for $47 a sheet.  Also in the contract it says they will supply eight sheets of plywood they supplied 54 so I should only have to pay for 46 sheets….. also when I brought the check in, it says final payment on it and they accepted it and wrote that and signed it
  
  

  Business response

  07/18/2024

  Your final payment notice was received prior to the extra work being counted in, as we stated, this is something that we have since improved and it should not happen again. 
  
  Your contract price is what you and the roofing teams agreed upon, along with the hidden/latent defects clause. We are unable to change the price on sheets of plywood and base it on wood that was located elsewhere. You needed 65 sheets of plywood and two layers of felt, which would likely not be the same price as 54 sheets of plywood at another business.
  
  The remaining amount to be paid for the entire project is $3,699.28.

  Customer response

  07/18/2024

  
  Complaint: 21807002
  
  I am rejecting this response because:
  I paid $11,146.95 and $3597.60. That should have covered the extra 46 sheets of plywood and felt as 8 sheets are listed in the contract as included in the original contract price… so the 46 sheets of plywood and felt I paid $2751.60 for. The plywood actually cost only $2300.00 . I personally counted the The plywood and checked the prices , ergo you’ve already been paid for it all.
  Sincerely,
  
  Carla ****

• Initial Complaint

  05/28/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On April 16th, 2024 my fiance and I talked to a representative from Meraki Solar, LLC about solar panels, giving them any information they needed (i.e. phone number, email, my name, my id, etc.) and asked them if it was okay if we wait to sign anything. The representative, who claimed to be the regional manager, along with his associate, Damien, I forget the regional managers name said that there was no rush to sign and that we could wait a week. After they left my fiance did some research and said based off of reviews we won't sign anything from them. An email had been sent to me by Meraki, LLC to review and sign the documents, which after reading the reviews for Meraki, LLC refused to sign. 2 days, April 18th, later Damien and his "regional manager" were at my door, but by the time I went to answer they had left, I only know it was them because I saw them walk away. Monday, April 22, they were at my door again. This time I answered before they left, and told them that I was no longer interested and wouldn't be signing anything or continuing with the project. They resisted my decline of their offer for a bit, but then left. In the meantime I have received 37 emails from April 18 - May 24 reminding me that I need to "sign" the contract that I had previously declined.

  Business response

  06/06/2024

  Thank you for bringing this to our attention. We have forwarded this message along to our management teams and our customer service department. 
  

  You should now no longer be contacted by Meraki, as requested.
  

  
  

• Initial Complaint

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have requested this company to come out on several occasions. There are holes in my roof and now when it rains the inside of my house leaks. I have been scheduled on numerous appointments and no one comes out. At this point I do not want the solar panels anymore and I want my roof replaced. I also want to add that I have a newer roof. Less than 10 years old and did not have water issues until after the solar panels were added

  Business response

  05/23/2024

  We appreciate you bringing these concerns to our attention. 
  

  Our technicians completed a work order yesterday, 5/22. They noted an active leak, which he repaired. As previously requested by the technician, please contact us if you continue to have leaks once it rains. 
  

  We want to make sure that you no longer have any issues. 

  
  

*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. ↩