ComplaintsforEquity Solar

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  8/28/2022, *************** came to my house at *********************************** saying that the government would help people who reside in ******* with tax relief. She said we would get a percentage divided in three years on the taxes. We thought it would be a good idea because my husband was going to retire and I'm on a fixed income. (Disability). She said it would be okay because we still had to file taxes. She then again said we would get a tax credit for the next three years divided up. The solar panels took forever to install because there was a problem each time, they told us it would be installed by the end of the year but that never happened, the solar panels were actually installed after I called several times in February of 2023 to see what was happening and then they finally came out to install the solar panels. Upon installation, the city came to do an inspection and It did not pass inspection. So I called them to let them know it failed inspection. Equity Solar said they would come to fix the issue to get reinspected. Equity Solar came out and analyzed the panels. Equity Solar called me the next day and wanted me to sign another contract including the additional 2 panels. I refused because it wasn't our original agreement when they first analyzed my home they said only 22 panels would be used. they honored it didn't change our contract in exchange for a 5-star ****** review. I feel like this was wrong and deceitful. The following month, I started my payments. When I finally completed my year with the solar panels, I went to add the solar panels onto my taxes like I was told to and I was informed that I wasn't able to get a credit because my husband is retired. I feel like it's not fair because we informed them that my husband was going to be retired by the end of the year and the consultant said it would not be a problem if he retired. we were completely lied to and deceived. This is elderly abuse and I need to be resolved before I go to the local news or make a lawsuit. I need to know how to get this issue resolved and refunded as soon as possible.

  

  Business response

  04/25/2024

  Dear *************************,
  
  We want to express our gratitude for sharing your concerns regarding the information provided during the sales process of your solar panel system. Your feedback is invaluable to us and helps us continuously improve our services.
  
  After carefully reviewing your case, we conducted a thorough internal analysis to investigate the circumstances mentioned in your complaint. Following a review of the sales protocol and consultations with our team, we have concluded that the information provided about tax benefits related to the purchase of the solar panel system is subject to evaluation and determination by a qualified accounting professional, such as your personal accountant.
  
  At no point do our sales representatives guarantee the receipt of these tax benefits, but emphasis is placed on the importance of consulting with a tax expert to better understand your specific situation and determine if you qualify for such benefits. Furthermore, it is highlighted in the contract, specifically in the verification form signed by ***********************, ( Last Page of the Attached Document)  the need to seek professional advice on tax matters.
  
  We sincerely regret any confusion that *** have arisen due to this situation. We want to assure you that our sales representatives receive comprehensive training to provide accurate and relevant information to our clients. We are confident that they will continue to uphold the highest standards of service and professional ethics in all their interactions.
  
  One of the measures we implemented was arranging a direct call from our representative to provide further clarification regarding the sales process and the information provided during the negotiation. We understand that this conversation helped to clarify several doubts you had, particularly regarding the specific tax issue.
  
  We appreciate your understanding and patience as we investigate and resolve this matter. We have attached the relevant supporting documentation for your review. We are here to assist you at any time.

  Sincerely, 

  *************************;

  Customer Service Manager

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  my solar system installed by equity solar that didn't make it passed 18 months before having major component stop working properly and over three months trying to get the warranty work completed while still making monthly payments and getting no response I purchased a solar system from equity, that cost in the $50,000 range. It was started up around April/may of 2022. The system came with a 20 or 25 year warranty. Unfortunately the system is no longer operating at its designed strength. It took me a couple months before I noticed on my ele bill that the system was no longer producing the energy that it did in the beginning. Upset, because I couldn't believe that there was an issue so soon, around 18 months from start up, I reached out to equity on Dec 3rd via email. There was a rapid response and an appointment was made for there tech to service my system. I discussed with the person who reached out about the need to hardwire the system to the internet, because mine isn't connected via wireless. The tech came unprepared. Then equity stopped communicating so I reached out to my lender. The lender called equity and they quickly called me and set up another appointment. Again, the exact same tech came and again was unprepared. So, a third appointment was made causing me to miss additional work. Finally, the tech came prepared and discovered malfunctioning parts in my system. He stated they would order my parts and reschedule the appointment. That never happened. I've called equity multiple times. Once, a person answered and said he would check on the status and that he would call me back that day. He didn't. I've since called equity and no one ************ it's been over 3 months since I contacted equity about the issue with and my system is still not functioning properly. I've made 6 total solar payments during the time it was not producing properly. I've even called and left multiple messages with my lender contact who has not returned my calls.

  

  Business response

  03/18/2024

  Subject: Response to Customer Complaint Regarding ********************** ************** Complain ID: ********
  

  Dear *********************:
  We appreciate you bringing your concerns to our attention regarding your solar system installed by Equity Solar. We understand the frustration you've experienced and want to provide clarity on the actions we've taken to address your issues.
  
  Internet Connection Requirement: It's essential for the system to be connected to the internet for monitoring and troubleshooting purposes. However, we acknowledge your decision not to connect it during the initial setup. This limitation significantly affects our ability to provide timely support and maintain the validity of the system warranty. Despite this, we offered to schedule a visit to connect the system to the internet at no additional cost to you.
  
  Service Visits: We initially scheduled service visits according to your availability, but unfortunately, you weren't available at home during the first visit. Subsequent visits were arranged, but there were challenges in connecting the system to the app due to unavailability or other factors. We apologize for any inconvenience caused and assure you that we're committed to resolving the issues promptly.
  
  Replacement Parts: Upon troubleshooting with Generac, the manufacturer, it was determined that certain components of your system needed replacement. We initiated the warranty process, and after receiving the necessary parts, we've scheduled a technical visit for their replacement on Tuesday, March 19th.
  
  Financial Reimbursements: Please note that our contract doesn't include reimbursements for bill payments or financial losses incurred during warranty-related work. However, as a gesture of goodwill, we're providing additional support and service at no extra cost to you. Although the system loses its warranty by not being connected to the internet since the manufacturer cannot monitor it in real time, nor can we.
  
  
  Final Recommendation: We highly recommend connecting your system to the internet to ensure continuous technical support from the manufacturer and maintain the validity of the system warranty. Failure to do so may impact the level of technical assistance available in the future. If you do that you can view the system's performance on the mobile app, and any concerns you may have could be addressed promptly instead of waiting months and relying on noticing a change in your electricity bill. This was advised to you at the time you decided not to connect your system to the internet monitoring platform. Remember that these are electronic devices and may generate alerts. Without that monitoring, it's very difficult to check your system and see what's happening

  We want to assure you that we've never denied our service commitment, and we're dedicated to resolving your issues effectively. We value your business and remain available to address any further concerns or questions you may have
  

  Best Regards

  *************************;

  Customer Service Manager

  **********************

  
  

  Customer response

  03/19/2024

   
  Complaint: 21380786
  
  I am rejecting this response because:
  The response statement is full of lies!  It took 4 months from the date of my original contract for the warranty work to take place.  It was not due to lack of knowledge.  Also,  I never intended on a continuous connection to the internet and that is why I had to use goodleap as my lender.  At no point was I informed that this would be an issue.  When they sent the first tech out to my property,I was told that I didn't need to be home.  I informed equity of the need for a hard wire my battery motum to the internet.  The tech came unprepared was unprepared and came back a second time also unprepared.  I absolutely reject the idea that it takes 4 months to preform warranty work for faulty components.  It took bbb and refusing to make my monthly payments to the lender before equity even returned my call.  More than 2 months from the time the tech originally diagnosed the issue until they called me to set up the repair and that only happened because the lender was calling equity.  I will not continue to make payments on a80k plus solar system and also make electric payments when the system is faulty.  There are national class action lawsuits against generac for these same issues.  I'm not responsible for the poor equipment used nor am I responsible for the electric bill while I wait months for equity to respond and honor warranty work.  At no point did equity ever state that not being connected to the internet would effect my system or cause multiple month delays in them servicing my system.  If they had stated in the beginning that this was the case I would have never purchased the system.  They were well aware of my intentions to be of the grid and were fine when they took my money.  I refuse to be the victim of shoddy business practices at my personal expense.  My next actions will be to join the class action law suits and to hire my own personal attorney and seek punitive damages if this issue is not solved to my satisfaction.
  Sincerely,
  
  *********************

  

  Business response

  04/02/2024

  Dear *********************,

  
  Thank you for your patience as we thoroughly review your case. We sincerely apologize for any inconvenience you have experienced with our service.

  We understand your frustration and want to address your concerns properly. It's It is important to note that your solar system is currently functioning correctly.However, we want to emphasize that continuous monitoring through the cell card that comes with the system is an important tool to ensure efficient and timely service in case of any issues.

  Regarding your request for a refund, I want to inform you that your case will be reviewed by our respective committee. We acknowledge your concern and are committed to addressing it fairly and promptly.

  As for the warranty service, it's essential to clarify that we are not responsible for covering financial or utility payments during this period. Our records indicate that your service request was logged on December 4th. The first visit was scheduled for December 13th, but unfortunately, due to the requirement of connecting the internet cable to the modem (which we are not supposed to but we provided), it was necessary for you to be present and by the time the tech arrived you were not home.

  The subsequent visit was rescheduled for January 13th, during which ************** encountered an unforeseen issue with their vehicle, preventing them from bringing the required cable. We apologize for this inconvenience.

  On January 25th, we revisited your system, diagnosed the issue, and initiated the warranty process with Generac, the manufacturer. The warranty approval  and part delivery timelines are standard procedures beyond our control. Once the parts arrived, we promptly scheduled the repair visit for March 19th, during which your system was successfully restored to proper functioning.

  We assure you that we have followed standard protocol and made every effort to expedite the resolution process according to our scheduling constraints and your location. Typically, a service visit *** take 2-4 weeks to arrange, and in this case, we made a total of 4 visits to resolve the issue.

  We hope you will reconsider keeping the monitoring device active, as it will facilitate quicker responses to any future service needs.

  Thank you for your understanding and cooperation in this matter. Should you have any further questions or concerns, please do not hesitate to contact us.
  Best regards,

  Customer Service Team 

  **********************

  Customer response

  04/03/2024

   
  Complaint: 21380786
  
  I am rejecting this response because:
  Firstof all, you were aware that my system would require a physical connection to my motum because I discussed it with your appointment setter. Secondly on the day of the initial visit your tech was supposed to be at my house by 1pm. I called your office to confirm and left work once I was told he would be there at 1. I stayed home with zero response or calls from you until after 3pm. I had to return to work and received a call around 345 from your tech who said he didn't have my number to call me and was surprised that he needed a hard wire for connection.  A second time, your tech came to my property, I also had to miss work. Again he vane without a wire.  It was the third time that he came prepared.  Again, I missed work.  Once he took apart and diagnosed my system it went from producing at 50% to producing zero. The system sat in this condition to 2 months.  I called multiple times and spoke with your call center personnel without receiving a return response.  At no point have I ever agreed to a wireless connection on my system.  I can monitor my usage and production through my duke energy bill.  My problem is that from the time I alerted you to failure in my systems production it took nearly 4 months to fix a warranty issue.  This is what's not acceptable.  Had you repaired my system within a month, this would have seemed fair enough.  However, this did not happen and I accrued monthly charges while my system was down for months after my initial contract.  In. Addition, your tech added a wireless Sim card to my system, connecting it to the internet against my wishes and instructions.  Again this is not acceptable.  The purpose of my solar system is to have power off the grid which was discussed from the beginning and a stated before installation that I would not want it if it was required to be connected to the internet.  This is the reason that I changed lenders prior to install and went from a zero% loan to one with interest because the first lender required internet connection, which I refused. 
  Sincerely,
  
  *********************

  

  Business response

  04/12/2024

  Dear *********************,
  We appreciate your communication regarding the delays you experienced with our service and your request for a refund. Your feedback is important to us, and we take your concerns seriously.
  After careful consideration of your case, we have decided to issue a one-time compensation check of ($415) as a gesture of goodwill to address the inconvenience you have faced. Please note that this compensation is provided solely for the purpose of enhancing your customer experience and is not intended as a refund of utility bills or other expenses. While we are not obligated to reimburse such costs, we hope this gesture will help alleviate any financial strain you may have experienced during this time. The compensation check is theoretically equivalent to covering two months of financing, should you choose to allocate it in that manner.
  Furthermore, we have scheduled an appointment for Saturday, April 13th, to remove the cell card from your system. At this time, we will also require your signature on a consent letter requesting the removal of the device. This will effectively conclude our efforts to address your complaint and remove the monitoring device as per your request.
  Enclosed with this response, you will find a consent letter for the removal of the cell card. We kindly ask that you provide this letter to the technician assigned to your appointment, along with your name, signature, and the date. This will enable the technician to proceed with the service of removing the cell card promptly.
  Please be assured that we have taken your feedback seriously and have made every effort to resolve this matter to your satisfaction. Should you have any further comments or concerns, please do not hesitate to reach out to us. We value your business and are committed to ensuring a positive experience for all our customers.
  Thank you for your understanding and cooperation.
  Sincerely,

  ***************************

  Customer Service Manager 

  Customer response

  04/15/2024

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  09/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On june 25, I reported 2 Solar panels that won't work. I was told by Equity Solar employees that they would report the problem and I was led to believe that it would be fixed very soon. I never hear from them till I message them or try calling them, but they never answer the phone for warranty purposes. On august 8, Equity Solar employee came to my house to verify the 2 Panels that are not working and told us that he would order them but no timeframe was given, there hasn't been anyone else to come to the house to verify or repair those panels. On august 25 there is one more panel not working that would make it 3 Solar panels not working now, i reported the panel not working and was told that they would report it for repair i asked why it was taking so long and was told that there is only one person for warranty repairs. Today september 19 there are a total of 4 panels not working and still no service from Equity Solar and again I have reported the problem and I was told again that they would report it for repair. I informed them that if I don't see any movement on their behalf, I would need to take legal action against Equity Solar and was told that because they have taken all action in reporting all malfunction in the Solar panels. they were in line with the law and there was no point in me doing this. I have called, massaged and email every person i can find in this company [email protected], [email protected], [email protected], [email protected], [email protected] Half of the emails come back ( The recipient server did not accept our requests to connect.) Witch i find incredible in any company that this happens I have called and it was a waste of time 1-407-368-9942 1-866-985-0064 1-407-544-0042 1-407-590-1339 The person i have talked to the most about my problem is Sandra J****** Phone: **************

  

  Business response

  10/24/2022

  Business Response /* (1000, 6, 2022/09/26) */ Contact Name and Title: Christian A**** Contact Phone: ********** Contact Email:************************* Good day BBB team, For customer ************************************* - ************** we performed a tech visit on august 08th 2022 in order to check the complete system. The tech vistit confirmed that 3 panels need to be replaced. We have performed the request of the 3 new paneles with the manufacturer. At this moment we are still waiting that the panels arrive to our warehouse. Once we have the panels we will schedule a new tech visit in order to install the new ones. Bear in mind that the timeframes of the manufactures can be up to three months.

• Initial Complaint

  09/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When they went to to the estimate they told us that my solar bill was going to b $ ****** a month they told me as soon I get the tax credit for ****** I suppose to give it to the solar panels loan to stay on the same amount $****** but the tax credit didn't give us the money right away the been giving us little by little the money but no the whole amount. They told me if they receive the money credit my Solar bill was going to go up $192.31 but instead of that amount went up to $235 a month I call the loan department and they have a different contrat that the company gave me. They told me my electric bill supposed to b $25 or less but not true I been paying b the same amount I used to paid with out the panels. I call them and explain them 3 months ago I'm still waiting for their answer. I call back again and they told me the trying to find out what is the problem and they told me is going to take time.

  

  Business response

  12/07/2022

  ***Document Attached***
  On october 6th 2022. Equity Solar perforemd an audit of the solar system installed on site ********************************************************. The result of the audit is overconsumption. We called the customer to his phone number: ************** on october 6th 2022 in order to provide him the results of the audit, but we did not receive response. However we sent the results to his email: **********************.
  See Attachment/File: Audit Results - *************************

• Initial Complaint

  08/26/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On March 2021 I had solar panels installed and the panels are not providing what was offered by the company equity solar when I tried for help they said they will but never provided any help. They did send a tech but never reached out to me or called me back I called then numerous of times and left messages and no answer.

  

  Business response

  11/22/2021

  Business Response /* (1000, 14, 2021/11/04) */ Contact Name and Title: Christian A**** Contact Phone: 866-985-0064 Contact Email: [email protected] Hello ********, based on the contract and proposal that you signed, the system size was installed in its entirety. The system production that we promised you through signed documents, is being fulfilled and you can review this through the monitoring application we provided for you. If your system was designed to produce 12,000 kilowatts per hour per year and you consume more than that amount, the Electric Company will make additional charges for the overage. If you need a signed copy of the proposal with the production details, let us know and we will happily provide you with one. We are aware that you have spoken with several customer service representatives and your sales representative about this situation. The solution to your case is to install additional panels to your system to be able to cover the additional consumption that you are generating. You can contact us at 1-866-985-0064 for further information.

*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. ↩