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:03/25/2025

  Type:Order Issues
  Status:

  UnansweredMore 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.

  Our system, installed through Expert Solar [ES] in 2023, encountered a panel failure for which Enphase had to send us a new panel. ES advised once panel came in, they would schedule a tech to replace the failed panel with the new panel. For weeks, we have attempted without success to reconnect with ES. They do not return phone calls and all calls to their customer service line end up going to their voice mail. Enphase has sent us installation instructions and has also made attempts to reach ES. Enphase has made another attempt to reach ES and stated if they cannot connect with them to have the panel installed, Enphase will send a new installer out to install the panel and then bill ES for the installation. Im not waiting longer to initiate this complaint because if it can help other homeowners who read the many similar complaints that are, at the root, a failure to provide customer support, they can be better informed and make decisions on the supplier of a solar system to meet their needs.

• Initial Complaint

  Date:03/17/2025

  Type:Order Issues
  Status:

  UnansweredMore 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 bought my house ************************************** in Agust 2022 few weeks later someone call me to offer me a great way to save energy my electrical bill at that time was really higher like between 300$ and 500$ so a seller from the company offer me a great deal I will stwich my electrical bill for the payments of the solar Panels the payments will be less than 247$ monthly wich was perfect for me , more than that I will have a 30% of credit of the *** in my taxes and they offer me some money for some repairs that I have to do in the property more than that they compromise with me to anything happen to the system they will fix it all warranty .I sign and agreement Loan Number ************ with the cosigner of the home ****** ****** and they installed 28 panels for a total value of $85,847.50 that's what the amount of the bank entirely to the company after I see the amount and start investigate im not sure what I have to do I made a research in the city but I can't find to much information and the bank say I owe them 198,000$ wich its almost the equity in my property then the company made me sign a contract saying they give back to the bank 8000$ of my roof that they at seem put it in the contract but was imposible because I had a metal roof new so. I have to much information that I will like to discuss with someone can help me I really appreciate the help

• Initial Complaint

  Date:02/20/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  When I put solar on the house the salesperson guaranteed me a check to cover the first 12 months of payments. She even provided this in writing. I have been trying to collect this amount from the company for about 6 months now. They have told me that the salesperson made a promise to me without their permission and that I would have to work it out with the salesperson. After several more back and forth where the salesperson continued to ignore my calls and emails I am no longer getting responses from the company either.

• Initial Complaint

  Date:02/17/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 Oct 17 a technician came out to assess the damage done by 3 solar panels that flew off during hurricane ******. I was told that the damage would be covered under my warranty and an appointment would be made to replace the 3 panels. Over the past 3.5 months I have been told many times that the parts needed for the repairs was not available and then several appointments were made to do the repairs only to be cancelled at the last minute. On January 20, 2025 no one showed up for a scheduled appointment and when I contacted them the next day, I was told that I would have to claim these damages with my homeowner's insurance because the warranty would not cover the damages. I have requested an official damage report and estimate from this company several times with no response. When I call or email this company my calls are disconnected, and emails are ignored. I would like to resolve this situation without a civil suit. Can you help me in doing so? I have attached the letter I have sent **** ******, CEO and ******* ******, Salesman in attempts to get some response. I would like to resolve this issue as soon as possible.

• Initial Complaint

  Date:02/10/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Is very unfortunate that I had to go to bbb company again on this company the problem that I have of this company is that they don't communicate with customers that has a major of a issue that they can't get involved in so for a paying customer I reach out so many times to this company no one will pick up the phone or return the call and I talk to them through email nobody returned an email as well that's not right or fair for myself or any Customer to continue go through this so I need business broil to get involved for them returning a call to a customer that has been waiting and worrying about paying they duke energy bill which is high again I'm just not happy with this company if they can't pick up the phone and return and call to a customer been on hold for weeks and months that's not right for anybody to go through this so what I need to see change in them is do better of concern for any customer and get involved when it's a major issue for a customer going through or trying to pay duke energy bill because the solars on their house they post to save energy ready not !! I truly thought I made the right decision to get solars on my house to save energy but I see the difference is my bill go up and down and sometimes I can't afford it and when I reach out to the solar company to see if they could get involved because I got in contact with ******************* they told me to get in contact with the solar company for them to get involved to solve this problem for me and still this day I didn't get no call or email back unfortunate !!

• Initial Complaint

  Date:02/05/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  In 2023 I purchased a solar system from this company. It worked fine until around July or September 2024 when the panels stopped producing. I have attempted to contact the company multiple times over the last 5-6 months with almost no returned communication. I have received a few text messages/emails but no action on my warranty claim. I they fail to return calls and have yet to send anyone out to fix the system. Im am paying for solar panels and having to pay an electric bill. I would like my system fixed and would appreciate some form of reimbursement for my electric bills given the fact that they have made NO attempt to resolve my problem for almost six months.

• Initial Complaint

  Date:01/17/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  01/17/2025 Subject: Complaint Against Expert Solar for Failure to Address Roof Leak To Whom It May Concern,I am writing to formally file a complaint against Solar Expert regarding their failure to respond to my repeated requests for assistance in fixing a roof leak caused by their solar panel installation at my property.Solar Expert installed solar panels on my roof on 2/24. As part of our agreement, the company assured that their installation work would not compromise the integrity of my roof and provided a warranty for any damages caused by their services. However, I noticed a roof leak originating from the area of the solar panel installation with a Confirmation from a roofing expert.Since then, I have made multiple attempts to contact the company via phone, email starting on 10/24, but I have not received any response or action to resolve the issue. This lack of communication is unacceptable and has caused further damage to my property due to the ongoing leak.I am seeking your assistance in resolving this matter. Specifically, I request the following:1.That they be required to address and repair the roof damage immediately, as per their warranty agreement.2.That any further inaction on their part be noted for potential regulatory or legal.I trust that your office will take the necessary steps to ensure that this issue is resolved promptly and fairly. Should you require additional information or documents, please feel free to contact me at ************.Thank you for your time and assistance. I look forward to your response.Sincerely,***** ****

• Initial Complaint

  Date:10/29/2024

  Type:Order Issues
  Status:

  UnansweredMore 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 are now investing in civil action due to this experience being not only similar but precisely what I and others have experienced. There needs to be some form accountability company wide with this company anyway, back to the actual review."I had solar installed at my house at the beginning of the year. Sales *** stated if we referred someone, the referral bonus would be $4,000. I referred family who ended up getting a system (costing almost $80,000) and was told I would be getting the entire $4,000 bonus because it was such a massive system. After the system was installed at my family members house, I was told I would NOT be getting a bonus. After a lot of back and forth through phone and email, they finally said they would send $2,000 instead of the $4,000. When I brought up the promised $4,000 and even sent them screenshots of the promised amount, they started denying the amount even though I have the text messages from the sales *** and the director of marketing confirming the $4,000. So, I was given 50% of what was promised and advertised to me and my family after sending them such a large sale."Lies on top of more lies. They simply want you you to sign the contract so if you default they can put a lien on your home your better off not even getting this solar and sticking with ************* and light company.

• Initial Complaint

  Date:10/16/2024

  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.

  The business sold me solar panels and was not truthful and tricked me into buying them. They promised me tax breaks for having solar panels which I did not receieve, as well as they did not disclose that the solar panels would put a lien against my house. I was promised by them as well that it would lower my electricity bill but I have seen no difference. The company lied to me and made false claims to sell me solar, and I have contacted them multiple times but they refuse to help.

  Business Response

  Date: 10/23/2024

  ****** *******
  IT Administrator / Head of Marketing
  Expert Solar
  ***************************************
  **************
  Email: *****************************************************************
  Phone: **************
  Better Business Bureau
  Serving ************
  **************************
  ********************
  ************
  ******************************
  RE: Response to Complaint ID #********
  Customer: ****** *******
  Complaint Involves: Service Issues
  Dear Better Business Bureau Representative,
  Thank you for allowing us the opportunity to respond to ******************* concerns. We take every customers feedback seriously and wish to provide a clear and professional response to the points raised in this complaint.
  1. Communication and Assistance Provided
  We have been in regular contact with Mr. ******* and have made multiple attempts to address his concerns. At no point have we refused assistance, and we remain committed to resolving any issues.
  2. Contractual Obligations and Lien Disclosure
  The contract signed by Mr. ******* includes stipulations regarding financing terms, and a lien is one possible outcome if specific conditions outlined in the loan agreement are not met. We encourage Mr. ******* to review the terms of the loan agreement or consult with a legal professional for further clarification.
  3. Tax Credit Information
  The tax breaks associated with solar panel installations are subject to approval based on the customers individual tax situation. As part of our sales process, we train our sales agents to inform homeowners to consult with a Certified Public Accountant (CPA) when discussing the incentives related to the Federal Tax Credit. We currently advise customers to speak with a *** to properly assess their eligibility for these tax incentives.
  4. Electricity Bill ********* Expectations and Solar Output
  The system installed for Mr. ******* consists of 24 Hanwha Q-Cells G6-340-AC solar panels, which are rated at 340 ***** per panel. According to the installation agreement, the proposal provided to Mr. ******* outlined the expected solar output and the estimated offset to his electricity bill. This proposal provided fair accuracy regarding the portion of the electric bill that the solar panels were projected to satisfy. If the system's performance differs from the projections, we recommend that Mr. ******* review the Enphase monitoring app, which allows for real-time tracking of solar panel production. If any of the panels display reduced or zero output, potential causes could include shading from tree growth, faulty panels, or malfunctioning micro-inverters. Should any such issues be identified, Mr. ******* is encouraged to submit a request for repair to ensure the system is producing the amount of energy it was designed to.
  5. Welcome Call and Sales Standards
  While some sales agents may occasionally stray from our companys sales standards, we have strict policies in place to ensure accuracy in customer communication. The welcome call process is designed specifically to confirm that all terms of the sale are properly understood by the customer, including ********************** panel production expectations, financial terms, and potential liens. During this call, Mr. ******* was informed of all relevant details, and this process serves as a safeguard to ensure customers are fully aware of the terms before proceeding.
  6. Request for System Removal
  We understand Mr. ******* is requesting the removal of the solar panel system. However, as outlined in the signed contract, we are unable to cancel the installation or remove the panels without following the agreed-upon legal procedures. We recommend Mr. ******* carefully review the contract terms or consult with a legal professional to explore his options.
  We hope this response helps clarify the issues raised by Mr. ******** Our goal is to work with him to find a satisfactory resolution within the scope of our agreement.
  Thank you for your attention to this matter. Please feel free to reach out if further information is needed.
  Sincerely,
  ****** *******
  IT Administrator / Head of Marketing
  Expert Solar

• Initial Complaint

  Date:10/02/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  They were installed in September but expert solar took up to almost December to get approved. We were told that once October came, we will no longer HAVE a powerbill and we will only be paying goodleap. Expert Solar even paid the first bill because they delayed getting our Solar panels approved. We understand rates can go up... but we were promised no power bill once payments for the Solar panels start. It's been over a year with these and we have a solar panel bill and a powerbill. I stressed to the door salesman how I did not want two bills. I now have two bills I didn't want. Then I was advised by FPL and expert solar is not providing me the correct kw to get the proper Solar credit. Whatever FPL gets from KW, we suppose to be getting half to support our credit according to ***. Originally I was told by the expert solar door sales representative, we weren't even going to no longer have a power bill... I have a power bill and a solar panel bill I never wanted in the first place. My wife and I was lied to. Absolutely nothing has happened the way the expert solar salesman said.The salesman even walked me around the house to our power meter and showed me how FPL was charging me and how the solar panels can take that away. I was told I would have no powerbill and solar panels bill at the same time. I'll just be paying goodleap like $119 a month and no powerbill. We was originally tricked into this. Once we found out it was a lie, we was told that they couldn't take the panels back and goodleap will put a lean on our home. It wasn't fair we was lied and tricked into a false solar panel dream from the start.