ComplaintsforGO Solar Power, LLC

• Initial Complaint

  03/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  GO Solar came out and designed my solar panel systemin August of 2023. They assured me they were installing a larger system then I needed in order to have a zero electric bill. Come to find out that I still have an electric bill six months later. Now they are stating that I need a backup battery system installed for another $15,500.00 on top of the $35,000.00 they were paid in September of 2023. I've reached out numerous times to *****************************, ********************* and *************************** since November of 2023. All they say is I was provided a quote for the backup battery on February 20, 2024, they are refusing to take responsibility for designing the wrong system. Go Solar and their employees do this for a living, they should have offered a backup battery system when designing, knowing the ******* electrical companies and their rates for buying back power. Being a business owner, I know that when an employee or I makes a mistake it is my job to make it right. I would like GO Solar to fix this issue by redesigning the right system. They will respond to the emails but then NEVER follow up with what they say.

  

  Business response

  03/29/2024

  Our company President spoke with the customer on 3/25 to discuss a resolution agreeable to both parties. A contract has being sent to the customer for his signature. 

• Initial Complaint

  02/17/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Please see the complete list in the attachments Formal request seeking consumer restitution and the fulfillment of the assertions made by the sales representative before seeking legal actions under the Florida Deceptive and Unfair Trade Practices Act (FDUTPA)GO SOLARS BUSINESS PRACTICES Since the beginning of communications to acquire Solar Panels, and continuing through November 2023, the sales representative who is the official Company representative made misrepresentative claims both verbally and through WhatsApp to the above consumer about the solar panel system. The sales representative engaged in deceptive sales tactics, including making misrepresentations about the potential efficacy of the solar panel system and the associated energy bill savings, and misrepresentations related to available rebates, refunds,reimbursement, or other financial incentives.

  

  Business response

  03/18/2024

  We have asked our employees at Go Solar Power about this complaint and learned the following.

  The customer has stated the following four issues to our Operations Manager at Go Solar Power:

  1. No usage in the home when the system was sized.
  2. Consumption has gone up and was promised additional panels to compensate
  3. Was promised an EV Charger
  4. Was told we would cover the electric bills that she had to pay over what was promised. 

  Our Operations Manager explained to the customer that she did not have usage on the home when we originally estimated the job, so it was hard for us to correctly estimate consumption.   We have offered to review her bills and see what additional consumption she has above what was sized.  Once we do that we will work towards an equitable resolution for all. 

  Customer response

  03/22/2024

  Complaint: 21308039
  
  I am rejecting this response because While I understand GO Solar wants this resolved with the BBB, please keep in mind that it has been months of unfulfilled promises, excuses, and unanswered calls and texts by your
  representative that have led to this situation. Even the response to the BBB above does not offer a tangible resolution.
  
  After reviewing the response submitted to the BBB, some clarifications need to be addressed, and that were mentioned in the original complaint.
  
  
  The customer has stated the following four issues to our Operations Manager at Go Solar Power:/ I actually also asked Go Solars Operations Manager to review the high price of a system that does not deliver enough energy for the customer's household and I am requesting now to provide an itemized invoice for parts and labor to benchmark the cost and ensure it is not overpriced.
  
  
  1.   No usage in the home when the system was sized. This was disclosed verbally to the sales representative before installing the panels.
  
  2.   Consumption has gone up and was promised additional panels to compensate. This was promised by the sales representative in writing and can be seen below
  
  3.   Was promised an EV Charger. This was promised by the sales representative in writing and can be seen below.
  
  4.   Was told we would cover the electric bills that she had to pay over what was promised. Sales representative has stated that the checks are on their way, and they were never issued.
  
  I hope we can resolve this ASAP I have responded to both the President and operations managers and have attached the email here.
  
  regards,

  *******

  

  Business response

  04/02/2024

  Our company president spoke with the customer today regarding our decisions on how to best optimize her system.  We will be adding 5 additional panels and balancing the system between 2 inverters (one of which is new). Additionally, we will also provide her the ** Charger as promised. 

  Customer response

  04/08/2024

   
  Complaint: 21308039
  
  Hello,
  
  I look forward to working with Go Solar Power towards a mutually beneficial resolution. As mentioned, I am more than willing to remove the BBB complaint once the issues are satisfactorily resolved.
  
  I appreciate the direct communication from the president regarding the proposed additions to our solar system, including the installation of five additional panels and the balancing of the system between two inverters, along with the provision of an EV charger as discussed by the sales representative. However, I must highlight that certain concerns remain unaddressed.
  
  Go Solar sales representative, knowing that the system was not producing sufficient energy to cover our consumption on top of the additional panels offered to reimburse the invoices that this discrepancy generated and continues to generate each month. I had previously shared the electric invoices as per the presidents request but have yet to receive a concrete solution in this regard.
  
  Additionally, there is the matter of reimbursement for charges incurred by the loan company before the system became operational. While documentation has been provided, I have not received any communication regarding when these reimbursements will be processed.
  
  In fact, other than the assertions that Go Solar Power is going to make things right for me, as it prides itself on honesty, integrity, and providing a 5-star service. I have not been informed: when are the permits going to be requested to be in compliance with the city and the community. How much energy are these new 5 panels going to produce? Will it cover the energy usage as per the *** electric company? (previously shared).
  
  Additionally, I have not been officially communicated whether these panels and the roof where they will be installed will be protected under the same warranty as the other system and more importantly if I should expect any additional charges.
  
  Lastly, I requested an invoice with the itemized cost for parts and labor that justifies what seems overpriced equipment that does not supply the needed energy to benchmark its cost, as I never received the requested cost analysis from the operations manager.
  
  In conclusion, I urge Go Solar Power to uphold its commitment to honesty, integrity, and superior service by promptly addressing these outstanding issues., I expect Go Solar Power to finally fulfill its own high expectations and start making the necessary remediation, so we may move together in unison as the president *************** Thank you for your attention to this matter. I anticipate your prompt response and action.
   
  Sincerely,
  
  *********************

  

  Business response

  05/01/2024

  Attached are is the response Go Solar's CEO sent to the customer, along with the attachment. 

  Customer response

  05/08/2024

   
  Complaint: 21308039
  
  Go Solar LLC
  Court,

  
  Thank you for your detailed email regarding the solar project initiated on 2/26/2023. I appreciate the comprehensive recap of the timeline and key details. However,some points need to be clarified and remediation is still pending.
  I have not received the attachments mentioned of both contracts signed on 2/26/2023 and 4/4/2023, which as per your email clearly outline the costs associated with the ** System and the $20,000 Energy Efficiency upgrade.
  

  Furthermore,I appreciate your efforts to make things right and uphold your commitment to honesty,integrity, and superior service by installing the additional solar panels that your sales representative had explicitly offered since the beginning.
  

  However,the mentioned installation of a car charger at no extra cost to me as indicated in your last communication to the BBB has not taken place yet. Additionally, as per your sales representative the activation date was 7/7/23 and the first bill of $263.62 was due on 7/3/23. This reimbursement was offered and never fulfilled.
  

  Translated Extract of WhatsApp Communication.
  [8/4/23,12:54:39PM] ****: *******, please call me back. It is very uncomfortable for me to have to call you and you do not answer, when we were making the contract, your behavior was not like that. I received a letter that they were going to send me to collection and you told me that you were going to call me the next day and that you were going to send me the photo of the check but I have not received neither the photo nor the check
  [8/4/23,1:27:44PM] *****************: Sorry, I couldn't answer your call
  [8/4/23,1:28:21PM] *****************: ******** has already sent you the email you were requesting and as indicated, the check will be sent today, you should be receiving it by Monday or Tuesday
  [8/4/23,1:29:14PM] *****************: If you receive a letter, pay it, the check will arrive to you
  [8/4/23, 12:54:39?PM] ****: ******* por favor devulvame la llamada para mi es muy incmodo tenerlo que llamar y que no conteste, cuando estbamos haciendo el contrato su trato no era as. Me llego una carta que me van a mandar a coleccin y usted me dijo que me iba a llamar al da siguiente y que me iba a mandar la foto del cheque pero no he recibido ni la foto ni el cheque[8/4/23, 1:27:44?PM] ?+1 (561) 814-8866: Disculpa no pude contestar tu llamada[8/4/23, 1:28:21?PM] ?+1 (561) 814-8866: El banco ya te envio el email que estabas pidiendo y como te indique el cheque lo envian hoy lo deberias estar recibiendo para el Lunes o Martes[8/4/23, 1:29:14?PM] ?+1 (561) 814-8866: Si te llego una carta pagalo el cheque te va a llegar
  
  Moreover,and similarly to your request the sales representative kept asking me and receiving the electric invoices, which he agreed to reimburse, below is our last conversation regarding that topic with no results.

  
  ?[10/18/23,2:53:19PM] Vivi: Statement.pdf ?2 pages ?<attached:00000273-Statement.pdf>
  [10/18/23,2:54:22PM] Vivi: I sent you the one from September and this one is from October
  [10/18/23,2:54:30PM] *****************: Ok
  [10/18/23,4:27:48PM] Vivi: ******* we agreed to talk at 4 pm and I called you but the call didn't go through. Is there another phone number where I can contact you?
  [10/18/23,5:46:48PM] *****************: ?Missed voice call
  [10/18/23,6:58:28PM] *****************: Can I call you later?
  [10/18/23,7:45:47PM] Vivi: Let me know when you are available, I urgently need to fix this problem as soon as possible. Thank you
  [11/2/23,4:15:41PM] Vivi: Good afternoon, we are waiting for your call
  [11/2/23,4:16:19PM] *****************: Sorry, I am reviewing the payments that I indicated to you with the office and I will call you
  [11/2/23,4:16:40PM] Vivi: Let me know what time please so I can be available
  [11/2/23,4:17:18PM] *****************: as soon as they answer me I will call you, I already requested it an hour ago
  ?[10/18/23,2:53:19?PM] Vivi: Statement.pdf ?2 pages ?<attached:00000273-Statement.pdf>
  [10/18/23, 2:54:22?PM] Vivi:Le mand el de septiembre y este es de octubre
  [10/18/23, 2:54:30?PM] ?*****************: Ok
  [10/18/23, 4:27:48?PM] ****:******* quedamos en hablar a las 4 pm y lo llam pero no me sali la llamada.Hay otro nmero telefnico donde me pueda comunicar con usted?
  [10/18/23,5:46:48?PM] ?*****************: ?Missed voice call
  [10/18/23,6:58:28?PM] ?*****************: Can I call you later?
  [10/18/23, 7:45:47?PM] Vivi:Djeme saber cuando est disponible, me urge arreglar este inconveniente lo ms ****** posible. Gracias
  [11/2/23, 4:15:41?PM] Vivi:Buenas tardes, estamos esperando su llamada
  [11/2/23, 4:16:19?PM] ?*****************: Disculpa estoy revisando con la oficina los pagos que te indique y te llamo
  [11/2/23, 4:16:40?PM] Vivi:Djeme saber a qu hora por favor para estar disponibles
  [11/2/23, 4:17:18?PM] ?*****************: Me responden y te llamo ya lo pedi hace una hora atras
  

  Once again, I urge Go Solar Power to uphold its commitment to honesty, integrity, and superior service by promptly addressing these outstanding issues., I expect Go Solar Power to finally fulfill its own high expectations and start making the necessary remediations, so we may move together in unison as the president ******************** you for your attention to this matter. I anticipate your prompt response and action.
  
  *********************
  
  Sincerely,
  
  *********************

  

  Business response

  05/17/2024

  The Go Solar team is processing a check in the amount of $263.62, and it should have gone in the mail either on 5/16 or 5/17/2024.  The ** Charger was ordered and will arrive via *** ground during the week beginning 5/20/2024.  Additionally, attached is the signed solar contract from April 2023. 

• Initial Complaint

  04/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 4, 2020, I entered into a contract with Go Solar to install a solar panel system to install. The system cost *********. In the agreement the system comes with a 25 year warranty around the 24th of Febuary I called Go Solar to report the system was functioning. My panels was nolonger using the sun to run my electricity I was drawing energy form the grid. It has been around 40 days and they still have not sent anyone to work on the system.

  

  Business response

  05/08/2023

    Hi *******, I apologize for the delay but your system was addressed last month and is fully operational.  Please advise if there is anything else that we can do, thank you. 

• Initial Complaint

  02/23/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 7-31-2018 The President of Go Solar Power signed a contract with me to install 25 Solar panels on my roof With the stipulation that if the roof needed to be replaced they would remove and reinstall the panels for a "Set Price" of $2,000.00. Well ******************* has sent me a letter that they are going to cancel my insurance as of 4-22-23 unless I replace my roof. I have started the process of securing a roofing contractor and to get the Solar panels removed and replaced and this is their answer.******, while I appricieate you relying on your friend for his invaluable input. He doesnt know or understand Go Solar Powers' business, Our market ,Our admin costs , internal expenses, workmans comp, fuel costs charge, insurance, etc. time , labor , materials, opportuinty cost. We also have been in the solar business for the last 10 years. We have grown and both surrived and thrived . You understand my point.The facts here , there are two required trips with full crews to preform the job correctlly. As a matter of fact the stale labor quote of $2000 from your contract dated 07/31 /2018 never factored in the incredible *** hyperinflation rate seen in the last 2 and half years. It affected ALL business costs in a dramatic , unprecedented fashion .The real number to do this job, in today 2023 dollars , is now priced by GSP, for all existing GSP customers, at $350 per panel.For your 25 panels to Remove and Reinstall panels and inverters and racking system all parts, materiasl and labor and Reactivate solar and resupply electircal ; in todays cost it would be priced at $ ***** dollars.You are getting a tremendous deal all the way around.The price is and will continue to be $4000. Our price to do the job, is resonable, rational, valid and justified !I hope you will consider all the variables, continuity of warranty for bot Warm Regards,********************* Go Solar Power ******************************************************************************************* fax ************ Gosolarpower.com

  

  Business response

  02/23/2023

   The client signed a contract in July 2018 for $2,000 for the removal and reinstallation of the Solar System.  That is for the labor to remove and reinstall.  Unfortunately, we cannot use the mounts, wiring and other components.  The material cost is $2,000 for a total of $4,000.  If the client wants to go with another solar contractor to complete it then we will refund any money paid by *************  Thanks

• Initial Complaint

  02/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The consumer has had problems ever since getting the solar labels installled.

  

  Business response

  02/23/2023

   We installed Solar panels and Tesla Powerwalls.  You yelled and screamed at your team and wouldn't let them walk you through the Enphase and Tesla app.  You claimed roof leaks but we went out to your home multiple times and proved that the leak was on the opposite side of the solar panels.  

  Customer response

  03/13/2023

   
  Complaint: 19396965
  
  I am rejecting this response because:

   

  these pictures will show the damage and the first picture shows where the vent went up through the roof and they say that they didn't put no solar panels around it yes they did the other one is in the laundry room where they pulled the ceiling down climbing up to find out where it was leaking from like I say I had my representative here at the time his name is ********************* they own several realty companies in ******* ************************* ******** I believe they're even in ************** and he has a pictures and was told by the guy that was here that the guy said he dropped his telephone his cell phone he made the gentleman take pictures of it send it to his phone and also while he watched send it to go solar and now go solar ******* is her name that works for go solar says  we never got the pictures
  
  Sincerely,
  
  *********************************

  

  Business response

  03/24/2023

   Hello, 

   We initially installed 29 solar panels.  The client then bought another 7 panels plus 2 Tesla Powerwall batteries.  He apparently had a leak in an area on the roof.  We went out to investigate multiple times and the leak was on areas not near the solar mounts.  We have documented pictures.  The client was screaming and yelling at us when tried to walk through the Enphase and Tesla apps.  The Solar System was working great but then the client had panels removed.  Any other installer removing our solar panels then voids our workmanship warranty.  Thanks

• Initial Complaint

  01/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We contacted GoSolar 6/22 for removal/reinstall for new roof, since they installed system in 2019. Original contract states $2,500 to remove/reinstall solar system if reroof is needed, but they required $4,978. We uneasily agreed & informed them metal roof would be installed on top of old shingle roof by 3rd party. GoSolar techs returned to reinstall & solely decided to make 2 holes on the roof for the electrical conduit despite our previous request to be done in a specific area. Also, techs improperly installed brackets for 16 panels & left most of the bolts securing brackets to the roof loose. During reinstall, techs were captured on sec camera stating they knowingly installed brackets improperly which will cause damages & leaks, stated GoSolar engineers were aware & chose to proceed ************** had done this to multiple other customers with metal roofs. Videos sent to owner. GoSolar returned & removed the 16 solar panels so 3rd party roofing company could add wood support for the brackets & also fix 1 of 2 holes GoSolar made. GoSolar techs then returned to finish reinstall & caused 3rd hole & more damage to roof. When we informed damage to Lead Tech, he became unprofessional, blamed & verbally attacked us & told other techs to leave. 2 days later we received an email stating they wouldnt return to finish the reinstall. 3rd party inspection found wire damage, improperly installed brackets & 5 panels installed without permit. GoSolar sent us $3k to cover roof damages, but still owes us $1.5k to remove/reinstall solar panel railings/brackets/wiring in place ********** company can repair 3rd hole. They also owe us $7640 after negating to return to complete reinstall per original contract, & to correct the install of the 5 unpermitted panels. We had a lawyer provide GoSolar with a Demand letter for the above stated which the owner replied that he was never sending his techs back to finish the reinstall & made no mention of compensation for the total owed, $9,140.

  

  Business response

  02/23/2023

     We went through numerous emails, texts and phone calls over this in September thru early November.  You threatened our installers on the roof, stood over them telling them what to do, you had your roofer put holes in your new metal roof to run conduit, you were begging for free solar panels.  You just blame, blame, and blame.  We gave you your money back so that you could go with another Solar Contractor.  Best of luck. 

  Customer response

  03/04/2023

   
  Complaint: 18704591
  
  I am rejecting this response because:

  our roofer never made holes in our roof, GoSolars technicians were the ones that made the holes, as we explained in the complaint, and their engineers decided to choose the location of the holes, that did not include me. It was also their technicians that improperly installed the brackets to the roof, and if we had not caught them doing this, they would have covered it up. We have them on surveillance video STATING that they improperly installed them and that would cause damage and leaks and were "scared" because they have done that to multiple customers. They also tried lying saying that there was nothing wrong with the installation, when we have them on video stating otherwise. Their technicians were never threatened, they started blaming us after they cut a pipe with a reciprocating saw, on top of our metal roof, causing a hole to our roof. GoSolar did not return the money that we paid. GoSolar sent us partial payment to repair the damages to our roof, and the problem of the installation of the brackets, that were done buy their technicians, but still owes payment for the removal of the solar system brackets and rails so the roofing company can fix the last hole that their technicians made with the reciprocating saw. In addition, GoSolar still owes us to correct the issue with the 5 additional panels that were installed without a permit, and for not completing the work as our original contract states. Again, we have video, with audio, and documentation to prove all is factual. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  02/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Original install date and purchase 04/05/2021. I was sold the solar system based on my reaching it was not a forced, door to door or solicited sale. My main contact and answered many questions one of which I had was the aesthetics was the solar panels as my wants were the Tesla look. Thats important and we will come back to that shortly. He assured me the install them just like Tesla and this is why its important. Everything setup installed all was good. The very night they left the issues began. The panels themselves began to make popping and creaking noises. Not from them being bad, but from the install. I emailed and began to converse and have the emails where they were copied with ************ in the company. I was asked to hire a handy man to look at them, i was against as I dont want an hourly man to look at a solar system, but who am I to say. Lucky for me, my neighbors all around me took a better route and went Tesla but I was able to get a Tesla inspector to take a look, and 40 feet away he could see the issues. The panels are too close, they are placed edge to edge with zero room. ***** installs them with a gap on all sides for thermal expansion. I sent that info to my new contact and she scheduled a crew to come out 3 months later. The crew arrived and my home with 38 panels, 2/3 of which would either have to be moved up a few mm, or down a few mm the middle row logically would stay in the same place instead of moving every panel. Instead they claimed a nut was missing from 1 panel, wind was the culprit that i was hearing every single day predictably during sun/dark transitions and left. Even though they were emailed and instructed otherwise that was the fix and off they went. Well wouldnt it be a surprise it persisted and the noise is still present. Panels are still touching, and the problem hasnt gone away. They came out again on 2/15 and were gone in 25 minutes. As well havent remove left over trash from first job.

  

  Business response

  03/02/2022

    Hello, I spoke with ********************** regarding the noise coming from the solar array.  He is saying that when the sun goes down there is a popping noise created.  In ****** installations since 2010, we have not heard of this happening.  We are researching the possible issue and have sent different teams out to address.  We put spacers between the rows.  We are a stand up organization and do whatever we can to create happy clients!

  

  Business response

  06/04/2022

   Hello, we have sent 3 teams to the client's home to address the "noise".  We have moved some panels around and done everything that we can.  In my 12 years in the solar business, I have never had panels rattle and make noise.  Not sure what else that we can do.

  Customer response

  06/06/2022

   
  Complaint: 16769616
  
  I am rejecting this response because:

   

  i have video of the noises caused since the install.   Even the last crew that came our Saturday stated the roofing team may have done something wrong.  At no point in my requests for them to send someone on a sunny morning to experience the noise themselves has someone arrived.  Every day at sunrise its almost like clockwork.  So no Id dont accept.  I spent ***********************************************************************  Ive asked multiple installers and they all claim these sounds are from expansion and installation but the owner of GoSolar continues to gas light me sayin its impossible and never been heard of. 
  

  Here is a link to the video of the sounds I get to hear every morning and night.  Not edited for volume or pitch.  The camera is aimed up as my this is my daughters room and have no want for her to be on camera accidentally. 
  

  https://youtu.be/nzNEy19zmWA

   

  Also searching popping noises from heat from solar panels only came up with ******* searches?  Guess Im the only one huh.  
  

  Id pay the labor for you to take them back at this point.   They work great my power bill is zero, the batteries are perfect.  Im only asking that the install be completed.  But do not try to tell me youve done all you can.  There have been 3 teams of 2 people that were here less than an hour each.   Thats hardly the best.

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

  

  Business response

  06/29/2022

   We have had multiple teams on site to address the issue.  We have never seen this issue in over ***** installations over the last 6 years.  We are open to hearing suggestions. 

  Customer response

  06/29/2022

   
  Complaint: 16769616
  
  I am rejecting this response because:

   

  Ive asked on multiple situations to simply have a crew, a person, a human being scheduled come on a day thats sunny in the morning.  Every team comes out unscheduled and without any clue to the issue.  They always ask if its wind, its not.  I always ask what time they will be out and the response is we dont have a definitive time.   Its real simple and Ive not asked for a single dollar, Ive not brought media, News, social sites into this.  All I ask is someone be available around sunrise 8am and climb up and just be patient.  Within an hour youll start to hear it.  If you want to do this when Im on vacation to even take all outside interference out of the equation Ill even take that!  But stop saying its unheard of and brushing it off.   This noise happens 100s of times a day and *** told you exactly when and how to hear it.  Its up to your company the one I paid 65k$ to fix it.   If not let me know how the refund, removal and repair process will happen.  I believe Ive been quite cordial for what Ive been dealing with but next steps for me will be larger.  I like the system I just want the constant noises to go away.   Again to recap a human being on a roof for an hour they could be scrolling ******** for all I care would hear it quite clearly.   Pick any sunny day, any sunny day, last time any sunny day.  
  
  Sincerely,
  
  *********************************

*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. ↩