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:03/26/2025

  Type:Sales and Advertising 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 got solar panels installed in 2019. In 2023 I noticed the edge of my back roof sinking down and became aware of a leak I did not think that it was due to the solar panels and had the roof reviewed. a few months later 2024 I noticed it was certainly from the installation of the base of one of the solar panels. I called the company December 2024. They sent two of their employees to review the solar panels for a fee of $257.75. They reviewed the damage and said that they could cover the holes on the roof but even their own employee confirmed the job was NOT well done and that the solar panels were all installed incorrectly and that they even had to get rid of all the previous employees that they had doing their installations for them. They took pictures and advised I would get a report but never received the photos or the report from the company. The employees also advised that I could escalate this matter because the installation job as a whole was done incorrectly and was messy. While further inspecting this matter myself I noticed that now I have more leaks from the solar panels damaging my roof. I have attempted to escalate this with them and their leadership and they are offering no resolution. They stated I have to pay for an upgrade when the original job was not done in a satisfactory manner. I trusted this company and they have disappointed me and damaged my property! I am requesting that they come strip their original job, replace the solar panels, install them properly and fix my roof! If I do not Get a satisfactory resolution with his company I will have to resort to taking legal action.

  

  Business Response

  Date: 03/31/2025

  We take every customer concern seriously and are committed to providing quality service and support. The solar system in question was installed correctly in 2019, and this is the first report we have received regarding a roof issue. Our workmanship warranty covers penetrations but does not extend to full roof repairs.
  In December 2024, we promptly dispatched technicians to assess the situation. However, the customer declined the recommended service and instead requested a full removal and reinstallation of the system, which falls outside the scope of our warranty. The customer was informed that the $250 service deposit was non-refundable and that additional service fees would apply.
  We have since attempted to contact the customer to discuss their concerns and explore a fair resolution. Our team remains available to provide support within the terms of our warranty

• Initial Complaint

  Date:01/30/2025

  Type:Sales and Advertising 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 had a solar system installed at my house in July 2022. Site # ******* in ******* ****. It is still not working, I am paying for an electric bill they said would be covered 103%. And paying the loan for the system. Someone need to fix problems.

  

  Business Response

  Date: 02/04/2025

  We apologize for the issues youve encountered with your solar system. Weve opened a warranty claim with Enphase for the replacement of the three microinverters that stopped reporting on January 29th.
  We understand the inconvenience this has caused and will ensure communication moving forward as we resolve the matter. We appreciate your patience and will keep you updated on the progress. If you have any questions, please dont hesitate to reach out directly. 
  

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22875543
  
  I am rejecting this response because:
  These panels have not been working for a lot longer than January 29th. Its been 2&1/2 years since the system was installed and has not worked properly ever. Enphase came to look at system at least a year ago and said it was not wired right down in my basement and would never work right. Why cant some experts come and fix system from beginning. 
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 02/14/2025

  We completely understand your frustration and wanted to reassure you that ******* has approved the warranty claim for the three microinverters. The new units were shipped yesterday and should arrive at your home within ***** days. A technician will follow up shortly after to ensure everything is properly installed. We also understand your concerns regarding previous warranty issues. Past investigations found interference in your systems communication, which affected its connection to the monitoring app. This issue can be caused by high-frequency devices nearby, such as neighboring solar systems, batteries, etc. To address this, its recommended to add an inline filter to your system. This filter is not necessary for solar production or longevity, but it helps improve communication with the monitoring app. While this additional part is typically added at cost, we have chosen not to pass that cost on to you out of good faith, as we are committed to resolving the issue in the best interest of your system.
  We will give you a call to confirm the service date. Please feel free to reach out with any questions or concerns.
  Thank you for your patience and understanding.

• Initial Complaint

  Date:01/02/2025

  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.

  We had contracted with ESD Solar (FL: CCC1335678) to have solar panels installed on our property at ********************************************** in Aug 2018. A month later we figured out that the panels were installed on the wrong side and after months of follow up, they finally installed it per plan. They had assured us that our roof would be fixed as good as new which never happened. After a leak in July 2019 and months of follow up they "fixed the roof" A YEAR later.Unfortunately, they quality of their repair was not of good standard as we experienced loss of shingles and many leaks in 2021 and after months of follow up they finally fixed it, this time assuring that there will be no further issues. But, we again lost shingles and experienced leakage this year. And it was the same issue, same places where they had patched over. We have asked that they fix our roof once and for all and restore it to the same quality as it was before the issue started. We have not had a positive response from them and would like to lodge a complaint against them and ask for your help in helping resolve this issue.We have had consistent issues and leaks ever since 2019. I am extremely frustrated that they expect us to accept the poor quality of work. While our neighbors who have the original roof by the builders did not experience any damage to their roof due to the storms.Timeline of the issues we have faced because the company installed the panels on the wrong side of the roof in the first place.Sept 2018 - Installed panels on the wrong side of the roof Dec 2018 - Moved the panels to the right side but left the roof with patches July 2019 - leaks due to their lack of effort to fix the roof Nov 2019 - roof fixed for the second time Sept 2022 - Roof damage and leaks Feb 2023 - roof and leak fixed for the third time Sept 2024 - roof damage and leaks Current status: Waiting for response from the compan

  

  Business Response

  Date: 01/03/2025

  After a thorough review with our roofing team, we have determined that the recent roof damage was caused by Hurricane ******. The strongest winds of the storm typically came from the southeast, and it is the southeast side of your roof that was most affected by these extreme conditions. Wind gusts exceeded 100 mph in some areas, resulting in significant damage across the region, including the loss of shingles and roof damage to many homes.
  Its important to clarify that the damage you're experiencing is unrelated to the original installation or the previous repairs we performed. The work we completed remained durable and effective for several years, successfully withstanding typical weather conditions and previous storms. However, the intensity of Hurricane ******, with its unprecedented wind speeds and force, was far beyond what normal weather events can cause. This storm impacted many homes in the area, including those without solar panels, resulting in significant damage.
  As this damage is a result of an extreme weather event, it unfortunately falls outside of warranty coverage. However, we are more than happy to assist you with filing an insurance claim for the storm-related damage. Please let us know how you would like to proceed, or if you have any further questions. Were here to help in any way we can.
  
  

  Customer Answer

  Date: 01/12/2025

   
  Complaint: 22757390
  
  I am rejecting this response because:

  The statements made by Energy Solutions Direct is factually incorrect.

  1. They stated - "the work we completed remained durable and effective for several years, successfully withstanding typical weather conditions and previous storms" - This is not correct. They completed their work Nov 2019 and in Sept of 2022 (in less than 3 years), we experienced several roof leaks due to the holes they created when they placed our solar panels on the wrong side of our roof. They fixed the issue by using silicone sealant and assured us that this will not happen again. But again in Sept 2024 (in 2 years time), we again experienced the same issue. And to reiterate - both leaks were in the same place, areas where they had patched up holes when moving the panels. So to state that their work has been durable is incorrect.

  2. They have been no homes in my neigborhood with and without solar panels who experienced damage to their roofs. Both my neighbors who have the original roofs by the builders felt no impact and their roofs withstood the winds as it was meant to by the builder. Whilst ours experience damage in the same area where the company had performed their repair work (twice). The company has promised that they would repair our roof to the same quality as it was before and this was not fulfilled as evidenced by the fact that it was only our roof and on the side where they completed their work which sustained damage and nothing happened to our neighbors roofs.

  3. They repair work is incomplete as their is an inverter still sitting on the southeast side of the roof which is in the wrong place as per the construction plans and should be in the same location as the panels. This was never fixed by the company either and needs to be addressed asap. We would not be able to pursue any roof repairs until the inverter is moved to the correct location. 

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

  

  Business Response

  Date: 01/15/2025

  The roof damage in September 2024 resulted from the extreme conditions of Hurricane ******, which brought wind gusts over 100 mph. Our roofing team reviewed the damage, and the southeast side of the roof, where the storm's winds were most intense, experienced the most significant impact. This damage is a direct result of the storm and falls outside the scope of the work we completed.
  To clarify the past repairs: After the panels were initially installed in 2018, they were moved to another area of the roof. After completing repairs, building inspections were held and met all necessary codes. We addressed roof leaks in 2019 and again in 2022, with repairs made in good faith and with quality materials. There were no further issues reported until the extreme weather conditions from Hurricane ******. The leaks were addressed properly at the time, with the necessary steps taken to ensure long-term durability.
  Regarding the inverter location, this issue has not been raised by the customer until now. The original installation, completed in 2018, as mentioned before, passed all county inspections and met the required codes, and there were no concerns raised until this point. If there is an issue with the inverter placement, we are more than willing to discuss options for moving it within the code.
  Given that the recent damage stems from an extreme weather event, we recommend filing an insurance claim to address the storm-related damage. We are happy to assist in that process.
  

  Customer Answer

  Date: 01/23/2025

   
  Complaint: 22757390
  
  I am rejecting this response because:

  This does not resolve the issue. Would like the company to contact us directly to discuss the options first.

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

• Initial Complaint

  Date:11/07/2024

  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.

  On 10-18-24 my home had a power surge that damaged my solar panels. The installer of the panels came out to try and fix them and was unsuccessful. The panels are under Warrenty and they charged me $770 to replace 5 microinverters and 1 solar panels. The system is under production. I called them several times and they dont respond back. I feel like I **** scammed. Im loosing money everyday from the system not working properly.

  

  Business Response

  Date: 11/14/2024

  Thank you for bringing this to our attention. We have been in ongoing communication with the customer to address their concerns. Our records show that on September 30, a technician was dispatched to the property to replace 5 microinverters due to a power surge that impacted their functionality. During this visit, the technician noticed a panel had been cracked and would also need replacement.
  Unfortunately, cracked or damaged panels are not covered under warranty, as these instances are classified as acts of Nature. This was communicated to the customer, who purchased the replacement panel on October 25. The panel replacement was completed on November 2, and since then, the system has been fully operational without any reported issues. The customer recently purchased the home with the system already installed, and we are currently working with them on a production versus consumption analysis. They are submitting their power bills to assist in assessing production levels.
  

  Customer Answer

  Date: 11/14/2024

   
  Complaint: 22526034
  
  I am rejecting this response because: I contacted Enphase customer support that monitors and Warrenty the micro inverters. They advised me that 7 panels are 50% under production and need to be inspected to find out the cause. They gave me a claim number to give to Energy Solutions. They have not done anything. Solar panels are not producing efficient. 
  
  Sincerely,
  
  ********* *******

  Customer Answer

  Date: 12/03/2024

  11-29-2024 Fridays inspection ****** from energy solutions did not resolve the problem with the micro inverters. I requested for him to swap the good micro inverters with the bad ones to see if its a bad micro inverters.  He just suggested it was a noise issue that I will need an inline sound filter that I have o pay for myself. 
   ****** **** ( customer service manager) told me if I take down the complaint with BBB she would not charge me a service fee. I already paid the service fee for September 29 service when they were supposed to resolve the issue 

  

  Business Response

  Date: 12/05/2024

  ******** visit on 11/29/2024 was conducted as a courtesy to provide reassurance regarding the operation of your system. During the service, he confirmed that the system is functioning as expected. The issue you're experiencing appears to be related to communication interference, which could be caused by high-frequency appliances or even a neighboring system. ****** verified that the panel voltage is within the proper range, indicating that both the panels and microinverters are working correctly. As a result, no warranty claim can be submitted to the manufacturer, as there are no technical issues with the system.
  Additionally, our **************** Manager had a conversations with you and ******* from Enphase before the service visit on 11/26/2024. During these discussions, ******* noted that five microinverters at your site were showing low DC voltage, which suggests potential communication interference. You also mentioned that your neighbors recently installed battery backup system could be contributing to this issue.
  It was also explained that installing an inline noise filter would help resolve these communication problems. This filter would minimize the interference, allowing the microinverters to display accurate readings on your app. Please note that this is not a warranty issue but a communication concern that affects data visibility.
  We understand that installing the noise filter comes with an additional cost, which we have already discussed with you. Please feel free to contact us when you are ready to move forward with this service.

  Customer Answer

  Date: 12/05/2024

   
  Complaint: 22526034
  
  I am rejecting this response because: the 5 micro inverters that were replaced in September 2024 are producing 100% 
  17 micro inverters are under production due to the original overload from the power surge that occurred in August 2024. I am requesting energy solutions to swap from the good micro inverters to test. If it shows the same production as the good micro inverter then the 17 micro inverters need replacement. 
  Sincerely, 
  
  ********* *******

  

  Business Response

  Date: 12/09/2024

  We have provided clear explanations and recommended installing an inline noise filter to address the communication issue with your system. The microinverters and panels are functioning within proper voltage ranges, and swapping the microinverters will not resolve the interference.
  Warranty claims are only accepted for equipment defects or failures, and since the system is operating correctly, the manufacturer will not approve a claim for replacement microinverters.
  If you continue to experience issues, we recommend contacting the manufacturer directly, as the warranty lies with them.
  Thank you.

  Customer Answer

  Date: 12/09/2024

   
  Complaint: 22526034
  
  I am rejecting this because: in September the technician replaced the 5 inverters and re-wired  the array. Before September 2024 the panels been performing 100% efficiency without any line noise. I would like the technician come out and re-install the wiring the way it was when they were working 100% Enphase believes the wires were not grounded properly and suggest ESD send a more qualified technician . Also ******* manufacture suggest the 17 micro inverters that are under production get tested properly before installing a Noise filter. ****** **** was sent a email of instructions from Enphase on Saturday 12-7-2024 
  
  Sincerely,  ********* Pizzuto 
  
  ********* *******

• Initial Complaint

  Date:10/28/2024

  Type:Service or Repair Issues
  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.

  The system was installed immediately following the installation of my new roof in2023. The installation process was a disaster. Once installation work commenced, it took over 6 months to get the system correctly installed and running. This only happened after numerous phone calls, promised service dates with no one showing up and talking in circles to *** personnel who were incapable of resolving anything. The system is rated for wind speeds up to 160 MPH. Hurricane ****** made landfall with windspeeds of 120 MPH. One of the solar panels and roof mounts on the West side of my roof blew off (no idea where they went). Multiple panels were dislodged from the ROCK-IT 3.0 MOUNTING SYSTEM on the South and East sides of my roof. The missing panel was in between other panels and there are no indications that any of the dislodged panels were struck by flying debris. The system has been inoperable since the storm. I contacted ESD Solar and explained the situation. I was advised that I would have to pay a $250.00 "inspection fee," BEFORE they would schedule someone to come out and assess the damage. The system is less than 2 years old and should not have failed under these circumstances.

  

  Business Response

  Date: 11/06/2024

  Thank you for sharing your experience with us. Weve had a chance to speak with you to better understand your concerns, and we recognize the historic wind speeds during Hurricane ****** were significant. Given these unique circumstances, were sending a technician to assess the damage and work with you on the warranty process. The inspection deposit has been waived for this visit. Were here to support you and appreciate the opportunity to address these issues together.

  Customer Answer

  Date: 11/09/2024

   
  Complaint: 22477716
  
  I am rejecting this response because: I have spoken with a representative of *** and they have agreed to schedule an appointment to assess the damage and resolve the issues. As of this writing no appointment has been scheduled. Once *** schedules the service call, makes the assessment and completes the required repairs I will gladly update my response. 
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 11/14/2024

  We have scheduled a service appointment for November 21 to assess the system and address any necessary repairs. We hope to complete the repairs on the same day, depending on the scope of work. We will keep you updated on our progress and look forward to resolving this matter promptly.
  Please feel free to reach out if you have any additional questions or need further assistance before the appointment.

  Customer Answer

  Date: 11/23/2024

   
  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.
  
  I would like to personally thank ****** from ESD Solar for turning a negative experience into a very positive one. ****** was a pleasure to work with and kept me updated throughout the process. ****** reassured me that *** had undergone significant restructuring after my system was initially installed and since that time was making great strides to regain the trust of their customers. ESD arrived on time and completed the work the same day. ESD Solar warrantied the work and the system is back up and running!! 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:10/21/2024

  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.

  We purchased and had installed solar panels from ESD in 11/2019. We are still under warranty (10-year limited). One of our panels stopped working. We contacted the manufactured (Enphase Energy). They confirmed one of the micro inverters had been working intermittently since 10/7/2024. They assured us it was under warranty and to contact the installer. After contacting ***, they would only schedule a tech to come out if we paid $250 up front. This is in violation of the signed contract, which states a service call is provided while under warranty. Any subsequent visits would incur a $250 cost plus any other costs that are expended. At one point we were told we were "too close to our warranty ending". After reminding them we are well within our warranty period, they then claimed they must do this, they don't work for free. They had the case number from Enphase Energy including the inverter that is bad. Yet they refused to honor the contract and the only way to get it repaired was to pay it. And once they got it they would schedule someone to come out. Then, provided they agree with Enphase, our "deposit" would be refunded within 48 business hours.

  

  Business Response

  Date: 10/22/2024

  Thank you for sharing your concerns, Mrs. ******* We have contacted Enphase regarding the case number you provided, but the warranty request has not yet been approved for the one panel currently not reporting. Enphase requires a technician to be on site to gather data before they can approve warranty claims. To proceed with scheduling a technician, we kindly require a $250 payment on file. If our technician determines that the issue is an Enphase error or malfunction, we will gladly assist with the claim and repair, and the $250 will be refunded once the warranty claim is approved. Additionally, if the technician identifies this as an ESD workmanship defect, the service will be provided at no charge, in line with your installation agreement. Thank you for your understanding

• Initial Complaint

  Date:10/21/2024

  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.

  We contracted with this company to install a solar energy system on our home over a year ago. The installation was horrible!!! We had numerous attempts to get the local authorities to pass inspection, with repeated failures. We had to have the company come back to correct grounding and other dangerous electrical installation issues. In June we advised the company that the system wasn't switching to battery power on AC loss. We were charged $250 to have a technician come to our home to verify that the installation was not performed correctly, and additional parts were required. A company representative (****** ****) told me that she PERSONALLY would ensure that this would be corrected, any that my money would be refunded. Now she refuses to return calls and emails, and there is no resolution in sight. My money has not been refunded as she promised, and there has been no date provided when I might expect it. I have had a non-functional solar energy system for which we have been paying for for over a year, and this company refuses to provide any compensation plan. I have contacted my attorney, and advised the company of this fact; yet, it just doesn't seem to matter to them. I have asked on numerous occasions to speak to the owner of the company or to ******** boss; but, have been told I am not allowed.

  

  Business Response

  Date: 10/23/2024

  We want to begin by sincerely apologizing for any frustration youve experienced throughout this process. We have been in communication with you and have explained the situation regarding the service.
  When ****** visited your home, he identified that the issue with your system was due to higher production from the panels, which exceeded expectations and caused the battery to shut down as a safety measure. To resolve this, we have ordered a load controller, which will prevent this issue from recurring. This component will be provided to you at no cost, and the follow-up service to install it will also be fully covered. Once the part arrives, we will reach out to schedule a convenient time for ****** to complete the installation.
  We want to clarify that the original installation was not defective, as the system passed all inspections. However, as a gesture of good faith and to ensure your satisfaction, we have refunded your deposit. The check was mailed today, and youll receive it shortly. In addition, we will cover the costs of both parts and labor, ensuring that you will not incur any charges related to this matter.
  We understand how challenging this situation has been, and we want to assure you that our priority is to resolve it as quickly and effectively as possible. Once again, we appreciate your patience and understanding.

• Initial Complaint

  Date:07/10/2024

  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.

  We had solar installed on our ***************** in 2022. It has not worked from day one. They sent out multiple crews who all said the same thing, the system was not installed properly and "we've never seen such a horrible installation". They keep promising us they will get it right but each time no one is able to get the system working. They won't reimburse us and we are now seeking a Attorney to help us with this issue. They fired the one company who was suppose to fix it and they have someone new now who states he can fix it- but we have been beyond patient and it's over 2 years now we are paying for a NON working system.

  

  Business Response

  Date: 07/10/2024

  We sincerely apologize for the ongoing issues with your solar installation. We understand your frustration and regret that the system has not been working as expected.
  Please be assured that we have been in consistent communication with you throughout this process. We are actively working to resolve these issues. Unfortunately, we are at the mercy of the manufacturer when it comes to warranty parts and issues, and we are currently waiting for the necessary parts to arrive at our warehouse. We are hopeful that we will receive them any day now.
  We have requested copies of your power bills to explore options for reimbursement. Once everything is back up and running, we can discuss the available options.
  We appreciate your patience and understanding during this challenging time and will continue to keep you updated every step of the way.
  If you have any further questions or concerns, please do not hesitate to contact us.

  Customer Answer

  Date: 07/11/2024

   
  Complaint: 21969758
  
  I am rejecting this response because:

  The system has not worked since day one- it was installed July 2022- that is over 2 years you have put my elderly Father thru this stress. We deserve to be reimbursed- period. I understand you are now trying to fix this issue- but after 2 years of being patient, the patience is gone. I appreciate the fact 2 years later you are now apologizing and trying to get the system to work , BUT I won't be happy until we are reimbursed. We have paid monthly for a product THAT DOES NOT WORK. I'm not being unreasonable. I really want to solve this before going forward with my Attorney but I'm actually being left with no other optionthan to sue. I can't continue to watch my Dad pay all this money for a product that doesn't work. It's not right and we all know this. 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 07/22/2024

  Thank you for your patience and for voicing your concerns. We deeply regret the ongoing issues you've faced with the system and fully understand the stress this has caused.We want to assure you that we have made substantial progress in addressing the problem. The circuit board for Gateway #1 has been successfully replaced and rewired. Our next step involves rewiring the remaining parts of the system, and we are currently awaiting the necessary parts to schedule this work. All inspections and troubleshooting have been completed, and we expect the system to be fully operational after this next repair.
  
  We appreciate your continued patience as we work to resolve this issue.

  Customer Answer

  Date: 07/22/2024

   
  Complaint: 21969758
  
  I am rejecting this response because:

  36 panels now work out of 66 panels.  The battery still isn't working.  The rest of the system is also not working. I'm still paying for a system that isn't working 100%. 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 07/31/2024

  This has been further escalated internally and externally, to be treated with the utmost of urgency. Our specialized repair technician, *****, will be reaching out to you directly to schedule service. During this visit he will complete the  rewiring of the battery, replace the breaker and rewire combiner to the main service panel. 
  
  In the meantime, we are in communication with Enphase, the manufacturer, to diagnose the equipment failure further and discuss remedies for the financial burden.

  Customer Answer

  Date: 07/31/2024

   
  Complaint: 

  We continue to have a high electric bill and a system that is not working. I understand you are now trying but again this is been going on for 2 plus years and we once again, we need to be reimbursed. Repeating over and over the same explanation is not solving anything unfortunately. My Attorney will be taking over. The local news station is also asking to do a story. I have been patient for so long but unfortunately the patience is gone and I want what's right to be done. Until then, I'm sorry but I'm not satisfied. You wouldn't be either if you were in my shoes. 

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

  

  Business Response

  Date: 07/31/2024

  *This has been escalated to senior management

  We have purchased the parts, above and beyond the manufacturer's warranty, and are prepared to make the fix. While it may be frustrating, we must to gain access to the property to complete the job.

  To get you on the schedule, you must be willing to cooperate and communicate with our operations team. 

  Once the repairs have been made and the system is operational, ESD is committed to discussing further compensation.

  If you are denying service, please state clearly.
  
  

   

  Customer Answer

  Date: 07/31/2024

   
  Complaint: 21969758
  
  I am NOT denying service. I have been extremely polite and patient thru this nightmare. I understand fully that ***** is trying to get it all fixed. This is NOT the issue. Issue is I WANT TO BE REIMBURSED FOR THE MONTHS AND MONTHS I PAID FOR A SYSTEM THAT DID NOT WORK. 

  I am grateful for the fact that after 2 plus years NOW people are trying to help. I understand it will take some time to get everything coordinated to fix- again that is NOT the issue. The issue is what you have done to us since March of 2022.

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

  

  Business Response

  Date: 08/22/2024

  Our technician was unable to complete service on 8/05/24 due to inclement weather causing a power outage, as confirmed by the homeowner. Our technician returned on 8/11/24 and the power was still down. As of 8/19/24 the power has been restored, per homeowner, and the customer is scheduled for service on 8/24/24.
  
  
   Once the service has been completed, we are committed to discussing further compensation.

  Customer Answer

  Date: 08/25/2024

   
  Complaint: 21969758
  
  No one came on 8/24/24. I was told they would be here all day today, 8/25/24. He just informed me at ******* is running behind at another job. As usual we wait and as usual we are on the back burner. Pretty pathetic after 2 years of waiting and being patient. My Attorney is having a field day getting all this information 
  gathered. They can't believe how we have been treated. And quite honestly neither can I. 
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 08/30/2024

  Was told today the entire 98K system that I had installed July 2022 is "unfixable" and was told by the man hired to try and fix their mistakes "you need to just sue them". This nightmare has been going on for over 2 years and being told this today has really upset me. 

  

  Business Response

  Date: 09/05/2024

  On August 30, our technician confirmed that both batteries are malfunctioning and need replacement, as well as fuses inside the micros, which are also damaged. We are actively collaborating with Enphase to address these issues and ensure the entire system operates correctly. Enphase is conducting a thorough review of the system's installation and performance to determine the cause of these problems and assess warranty responsibilities.
  We are committed to resolving this matter as swiftly as possible. Once the system is fully operational and we have a clearer understanding of what went wrong, we will be in a position to discuss reimbursement options.

• Initial Complaint

  Date:07/03/2024

  Type:Sales and Advertising 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.

  We had them install solar panel on our 2300 sq ft home they reviewed our following year energy usage and bills and put 32 solar panels up they dont even cover 30% of the guaranteed 100% coverage they stated now we still pay over 300 for electricity and 200 dollar payment to them they are a complete scam Ive had solar panels not producing since we bought them and they never send anyone out to fix them they started ignore my calls and never returned any calls as well if u plan on using energy solutions direct DONT

  

  Business Response

  Date: 07/03/2024

  We apologize for the issues you're experiencing. We haven't received any communication from you regarding these issues. A member of our customer service team will reach out to you to discuss your concerns and work towards a resolution.

  Customer Answer

  Date: 07/11/2024

   
  Complaint: 21934100
  
  I am rejecting this response because:
  I have reached out several times as we agreed when I spoke to your team last week so yall are aware of me reaching out with no reply to resolve any issues 
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/22/2024

  Our customer service team has been in communication with the customer. Service was completed on 8/5/24, and the system was confirmed operational. A follow up service is required to replace a defective panel, under the "Manufacturer's Warranty". 
  
  
  As a courtesy, we have installed an additional "Consumption Meter" to assist the customer in ********************** management. 
  
  
  ESD suggests that the customer switch their Electric Provider to get the highest buy back rate for their exported power to avoid increased cost in billing. A guide was sent to the customer's email on 8/21/24.

• Initial Complaint

  Date:06/03/2024

  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.

  I sign contract with them on 7/16/22. They told me process can take time. I waited a year and they told me the solar system was all connected and that I should see my electric bill decreased. I waited more time and I was paying the same amount of money when I was without panels plus solar bill( they fixed this issue) they told me I was not supposed to pay an electric bill and I am still paying. When I verify my contract I saw that I sign for 32 panels and I only have 31. I tried to contact company multiple times and no answer or email reply. My solar system was supposed to cover all my electric bill (that was what I was told when I signed contract) I am using the same amount ow kilowatts and still paying. False advertisement

  

  Business Response

  Date: 06/03/2024

  We are reviewing the customer's complaint and a specialist will be reaching out to discuss their concerns further and work towards a resolution. 

  

  Business Response

  Date: 06/05/2024

  We have been in touch with the customer and scheduled a technician visit on 6/14 to review the system and verify the number of installed panels.

  Customer Answer

  Date: 06/05/2024

   
  Complaint: 21790136
  
  I am rejecting this response because:
   
  They scheduled an appointment without telling me, they told me i do not need to be there. But the appointment is not to install the panel that is missing, they are stating  the system is not registering the 32nd panel. I told them I count them myself.  I will let you know what the do on june 13th that is my appointment
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 06/05/2024

  We appreciate your feedback and the opportunity to address your concerns. However, we want to clarify a few points regarding the recent appointment and service communication.
  According to our records, our customer manager did reach out to you this morning (6/5), around 10 AM, to confirm the service date and discuss the plan of action. Our records indicate that this communication was successful and the details of the upcoming appointment were explained.
  Regarding the appointment, it is essential to send a technician to verify the number of panels installed and ensure the system is registering all panels correctly. If it is determined that a panel is indeed missing, a follow-up service will be scheduled promptly to install the missing panel.
  We understand your frustration and are committed to resolving this issue efficiently. We will keep you updated on the progress and findings after the scheduled appointment on June 13th.
  Thank you for your patience and understanding.