Business Profile

Solar Energy Contractors

Solar Sale USA

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Solar Sale USA's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

13 total complaints in the last 3 years.
7 complaints closed in the last 12 months.

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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:02/21/2025
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.
I was promised a second solar battery for $6500 Nov. 2022. See the most recent agreement to fix the problem. I've asked everyone at Solar Sale USA to call me. They hire mediators who further delay communication. They make promises without action. I just borrowed $7100 to purchase, after they've increased the price from $6500, to $7000, to $7800, and NOW $8500. **** does not want to take the financial hit, but why do I have to keep taking the financial hit? I've spent over two years trying to get this battery.
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.
Solar System consisting of 41 panels was commissioned on 4 December 2020. As the result of a software update the entire system failed to function in the month of August 2021. Solar Sales sent a technician to my home to place the system back on line. Since the repair in August 2021, the system uniformly generates approximately 60% less electricity than it initially did during the Dec 2020-July 2021 time frame as verified by Solar Edge monitoring. On 4 November 2024, I contacted Solar Sales USA at ************** requesting the system be repaired as it is under warranty. During the course of this conversation company personnel (****) indicated they were aware of a optimization problem. I asked why if the company was aware of an optimization issue had nothing been done to correct it. **** indicated she would be meeting with a gentleman in reference to my system and would return my call after her meeting with him. No follow-up call. On 17 November 2024 I sent a email requesting an update. Further I requested an accurate assessment of what exactly the problem was, could this issue be repaired for fixed and by what means (software/technician), in addition to a time frame in which to reasonably expect results. On 3 December 2024 **** returned my call which I missed. On 4 December 2024, I returned ****** call. I was informed Solar Sales did not have technicians in the *********/************ area and the repair to my system would have to be outsourced. **** indicated she would need at least 24 hours to make the necessary arrangements. On 17 December 2024 I sent yet another email requesting an update as to the status of repairs to no avail. As of todays date I have as of yet to receive an update via phone call or email from Solar Sales Management personnel on the anticipated repair to the solar system. It is my opinion the manner in which Solar Sales USA has chosen to respond is in breach of the Georgia Implied covenant of Good Faith and Fair dealing.
Business Response
Date: 01/14/2025
I understand and appreciate your frustration in regards to your solar panels. I am dilligently trying to locate a certified technician in your area that would be convenient to your area and location. I have personally enlighten you with the recent changes within our company. Warranty and repair is now outsourced and handled by certified technicians with SolarEdge. Unfortunately it's taking a longer time than usual, due to the fact that there's not a lot of contractors in your area.
I will continue to do my best to find you a technician that is convenient to you. A technician that can facilitate your repair, who's present and available for future repairs. I will also continue to update you on my progress. Thank you for your patience and understanding.
Customer Answer
Date: 01/14/2025
While it is accurate to state Solar Sales has contacted me directly in reference to this complaint, I do not consider the issue resolved. My past experience with the company has been long on promises yet short on performance. Please note this issue has been ongoing for three months. Also I was informed the monitoring system currently in place by Solar Edge had been changed to self monitoring which would include email notification from Solar Edge in the event of a system issue. Per conversation with Solar Edge they were not aware my system had been change to self monitoring. Solar Edge further stated permissions were set by the installing company. I was able to convince Solar Edge to change current permissions to self monitoring. This still does not account for the previous 4 years in which the system under performed in electricity generation by 60%, due to my not having access to self monitoring software.
Business Response
Date: 01/31/2025
We are still working on the full restoration of Mr. ******* system. We are still trying to identify a certified technician in the ********* area to repair his system according to his warranty. We realize that it's taking longer than we would like. However. We want to make sure that a certified technician with SolarEdge performs this repair, as to assure that his system is repaired properly. I will contact Mr. ****** on Monday to update him on the progress.
Customer Answer
Date: 01/31/2025

Complaint: 22757112

I am rejecting this response because: It is very difficult to make an informed decision based on the information provided at this time. I would prefer to wait unit I have had an opportunity to discuss what arrangements have been made in out sourcing the warranty repair of my system with Solar Sales.

Sincerely,

***** ******
Customer Answer
Date: 02/03/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.
Regards,
***** ******
Initial Complaint
Date:09/04/2024
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 4/2/19 I purchased 36 solar panels from Solar Choice USA for the amount of $47060.00 The worked great for about 5 years. For the last 4 months I have been calling Solar Choice to get my panels serviced because they are generating zero power. The answering service does a great job of taking my messages but they get me nowhere. No one has called me regardless of how many times I call nor say.
Business Response
Date: 09/12/2024
Solar Choice no longer exist, and has been out of business for a while now. Solar Sale USA assumed the maintenance of the systems under warranty.
Mr. *********** concern is a concern for us as well. Currently, we are looking for a technician to take over the warranty repairs in *****. We are located in ******* and the customers under what was ********************************************* Texas market are to few. We are looking diligently for a reputable technician to take over the Texas market. We are doing so with the hopes to prompt faster service, and get someone out as soon as possible. We appreciate your patience.
Customer Answer
Date: 09/12/2024

Complaint: 22240099

I am rejecting this response because:
I have been patiently waiting for months. No one, not even a manager nor customer support agent, has had the decency to both to call me to give any explanation. My bill was near zero when my system was functioning as it should. I have had 4 months of $350 bills. I have paid over a thousand dollars while you people sit and wait. I need you to send someone from ******* to service my system. Had I known I would have to wait years before having someone conveniently available to get my warranty covered system looked at I would have not done business with you. I did my part and paid you guys in full. It is only fair that I get the service I paid for. I am not asking for free service nor free parts. I am only asking you to honor your guarantee and warranty. Please call me and let me know when i can expect someone from ******* to service my system.

Sincerely,

****** *********
Business Response
Date: 09/20/2024
Greetings, Mr. *********** as I stated before, we are dilligently looking for a technician in your area. We are in the process of changing hands. The new owner has chosen to outsource the maintenance and repair department. If you choose you are welcome to find an authorized tech you are comfortable with. However. We will continue to find a technician to be listed as one of the outsource technician in your area. I realize the is taking longer than anticipated. Thank you for your patience. We hope to resolve this soon.
Customer Answer
Date: 09/22/2024

Complaint: 22240099

I am rejecting this response because:
I need a list of authorized techs to select from.
Sincerely,

****** *********
Business Response
Date: 10/01/2024
As stated previously, We are committed to assisting Mr. *********** to secure a solar technician to repair his system. I will be sending information in regards to technicians that can assist him. Solar Choice is no longer in business. We were serving the warranties. We will find, and recommended a technician in his area that is convenient for Mr. ************ We appreciate your patience. We also invite you to contact SolarEdge to recommended a technician convenient to your location if you feel that you would prefer someone to your satisfaction.
Customer Answer
Date: 10/01/2024

Complaint: 22240099

I am rejecting this response because:

I would like to use one of your certified and qualified service technicians to service my solar panels. How soon can you hire one? My light bill has been over 300 these past four months so I have already incurred a cost of over $1,000 waiting on you.

Sincerely,

****** *********
Business Response
Date: 10/09/2024
I am aware of the frustration you've experienced. I did forward information for a certified SolarEdge technician. As stated before. We no longer service *****, and we have diligently looked for technicians that are convenient to your area . If the one we sent to you two weeks is not sufficient, we are more than happy to send another referral. Your warranty will not be voided. You'll can get your system seviced faster. Thank you please let's us know witch works best for you.
Customer Answer
Date: 10/11/2024

Complaint: 22240099

I am rejecting this response because: I did not receive your recommendation. Please send it to me at email: ************************* or phone text: ************ or phone call: ************

Sincerely,

****** *********
Business Response
Date: 11/04/2024
As previous response has stated, We have referred technician in your area who are qualified techs to repair your solar panels. We are committed to a resolve in this situation.
Customer Answer
Date: 11/04/2024

Complaint: 22240099

I am rejecting this response because:

I am kindly asking again that you provide me contact information so that I may contact the service company and schedule service on my panels. I badly need to have my panels serviced by a qualified technician. Preferably one that will be honored by my warranty. I was told my panels come with a 25 year warranty. Thank you kindly in advance. I look forward to hearing back from you with good information for me to get my panels serviced and working again.

Sincerely,

****** *********
Initial Complaint
Date:08/20/2024
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.
In 2021, I contracted with Solar Sale USA to purchase and install solar panels at my residence. The installation included a service contract. We purchased an $80,000 ground mounted 15 KW system with battery. From day one, the system could not "island". When the utility power goes down, the entire solar system shuts down and power to the home stays down even after utility power is restored to my neighbors. Each time we have a power failure, I have to remove the Backup Unit Interface (***) panel cover and manually throw a high voltage switch to turn the main utility power back on, outside and often in the rain. If the power fails and we are not home when it goes out, it stays out. We have a farm with 6 freezers and lost a lot of food when the power flickered and our house stayed dark when we were away on vacation. So, we bought this system to improve our power reliability, and after spending $80k, have something demonstrably worse. 3 years on, the fault has still not been corrected. The technician came out twice and poked around with no results. We have not been able to get a technician here in over a year. Then, things got worse.... On May 1st of this year, our $17,000 battery decided to stop providing power at night, although fully charged. In June, one of our two inverters quit and refuses to restart, shutting down half of the solar array. Shortly thereafter, the modem in the system went out, so it cannot connect to the Internet. Solar Sale USA still will not come out to even look at the system. Lots of excuses but no service. We have been left high and dry, paying our utility for our power while paying the loan for the solar system, which at this point is just a modern art piece installed on our farm. Dealing with this company has been a nightmare from which I cannot escape.
Business Response
Date: 09/13/2024
We understand your frustration and we are working dilligently to bring a resolve to Mr. ***** discontentment.
At this time we are waiting for his inverter to be delivered. All warranty parts come from SolarEdge, and we are at their mercy in regards to when we receive his inverter. The inverter is necessary to fix his system. He remains a priority to us. We eagerly want to resolve all issues with his system. This has taken longer that we would've like. I can assure you we are committed to making his system whole, as well as satisfying his concerns.
Customer Answer
Date: 09/14/2024

Complaint: 22168564

I am rejecting this response because: I contacted a qualified, certified installer for Solar Edge, who came to my house yesterday, 13 September. In my presence, my new installer called Solar Edge regarding the failed inverter to be replaced under warranty by Solar Edge. The Solar Edge representative responded that they had already shipped the replacement inverter to Solar Sales in ************** in early May. Therefore, it is obvious that Solar Sales is NOT awaiting an inverter from Solar Edge, as the warranty inverter was delivered to them 4 months ago. Fortunately, since Solar Edge tracks all inverters with a unique serial number, they are now aware that ********************************************* did not use the replacement inverter as directed and repair my system, incidentally costing me 4 months and counting of increased utility bills. Solar Edge will now be working through my new, reputable dealer whom I am paying out of pocket for his services. What Solar Sales did with the warranty inverter is unknown to me, but Solar Edge will doubtless be conducting their own inquiries on that manner. The response to my BBB complaint by Solar Sales with the fiction of the "awaiting shipment" inverter is 100% in keeping with the track record of a company that is, at its core, dishonest.

Sincerely,

******* *****
Business Response
Date: 09/23/2024
In an effort to resolve this issue we have made several attempts to reach out to Mr. ****************** style="font-size: 0.875rem;">We received his inverter at the end of August, and he was on our schedule for repair. It was brought to our attention that he is under the impression that we received his inverter four months prior. We have spoken with SolarEdge and they indicated the date of shipment was in August. We have also been informed that he has chosen another authorized technician. We have his inverter, and at best we would like to get it to him. Mr. ****** please contact us to set up delivery of his inverter.
Customer Answer
Date: 09/23/2024

Complaint: 22168564

I am rejecting this response because: Solar Edge informed me on a call with my new technician that my replacement inverter was shipped in May, not August. Labor for warranty repairs is covered by Solar Edge, however, Solar Sales will not replace my inverter unless they are compensated with a $500 "Service Fee" from me. My new, reputable installer will install the inverter at no cost to me. Since Solar Sales has the inverter, and I will NOT pay a $500 ****** for its release, my new installer has requested a new inverter from Solar Edge. When the inverter is sent to his company, either by Solar Edge directly or the original replacement is shipped from Solar Sales at the direction of Solar Edge, my new installer will handle the inverter replacement at no cost to me under the Manufacturer's Warranty.
In addition, this discussion of the failed inverter is only a part of the problem with this system. (See original complaint). This system has never been able to: 1. Operate in a stand alone mode, or 2. Restart ***** after a utility ***** failure or a momentary flicker in utility *****. These problems have been present since the original installation and Solar Sales did nothing to repair the system---and this has been THREE YEARS. In addition, my system has not been able to draw from battery ***** since May--also not addressed in Solar Sales' response. I will now pay out of pocket for my new, reputable technician to correct Solar Sales' botched installation, but would rather do that than incur who knows what sort of "Service Fees" from the original company that bungled the job in the first place. If the warranty repair to the inverter (for which Solar Edge pays the labor charges) still entails a $500 "Service Fee" from Solar Sales, I can only imagine how much it would cost me for their technician to finally address the battery and the 3 years long problem with my system's non existent stand alone mode. Rather than correct their improper system installation, restore battery function, and replace my faulty inverter under warranty, it is clear that Solar Sales views this as an opportunity to extract more money from me in the form of "Service Fees". I will not and should not pay them one more red cent. This has forced me to go to a qualified technician for repairs, but at least I will have the satisfaction of not throwing more good money after bad.

Sincerely,

******* *****
Initial Complaint
Date:05/28/2024
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.
Paid business to install and service solar system. Solar system has been inoperable and falls under warranty repair. SolarsalesUSA has the repair parts in hand but have been unresponsive in fixing the system. This is the second time it has failed. The first time they took 9 months to repair the system. The system has currently been down for 3 months and SolarSalesUSA has refused to give us a timeline for repair. We have a $32K weight on the house and we continue to pay electric bills. We either need the system repaired in a timely manner, or refund the system as it has not worked consistently since installation.
Business Response
Date: 06/03/2024
Thank you for sharing your feedback and bringing this issue to our attention. We sincerely apologize for the inconvenience and frustration you have experienced with your solar system. Your experience does not meet the standards we strive to uphold, and we deeply regret the repeated failures and delays you have encountered.

We understand the significant impact this has had on your energy costs and the overall satisfaction with your investment. It is unacceptable that your system has been inoperable for extended periods and that our response has not been timely. These repairs are just as much as a surprise to us. The manufacturers have had little claim in the recurring issues.

The solar industry has faced significant challenges over the past few years, including economic fluctuations, supply chain disruptions, and a high demand for renewable energy solutions. Many solar companies have unfortunately gone out of business during these tough times. Despite these hurdles, we remain committed to our customers and continue to operate, ensuring that we provide the best service possible. We are stretched thin and trying to service everyone. We are also training new service technicians to support the efforts.

To address this issue, we are taking the following steps:

Immediate Action: We will prioritize your case and ensure a technician is scheduled to visit your property as soon as possible to repair your system.

Improved Communication: We will assign a dedicated customer service representative to your case to keep you updated on the progress and ensure you receive timely responses to your inquiries.

Warranty and Repair Process Review: We will conduct a thorough review of our warranty and repair process to identify any gaps and ensure that issues like yours are handled more efficiently in the future.
We appreciate your patience and understanding as we work to make things right.

Thank you for giving us the opportunity to address this matter.
Business Response
Date: 07/11/2024
Thank you for keeping the case open. We regret to inform you that our installer in your area have recently left our company. We are actively searching for a replacement to ensure that your installation is completed as soon as possible.
We apologize for any inconvenience this may cause and appreciate your patience and understanding during this time. Please keep this open until resolved. We are diligently searching for a qualified replacement.
Customer Answer
Date: 07/11/2024

Complaint: 21771874

I am rejecting this response because: the business has requested to keep this complaint open. The business should contract with other reputable solar repair companies to make the repair until a replacement technician can be found.

Sincerely,

*******************************
Business Response
Date: 08/07/2024
Thank you for your patience! We are glad to finally be able to get a technician out to your home.
Customer Answer
Date: 08/10/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this repair is satisfactory. I would like to have noted for their file that this took nearly 6 months to resolve, that the company at no time, including for the repair, communicated with us on the repair status except through BBB and only after a complaint was filed multiple times. Future consumers should be aware.

Sincerely,

*******************************
Initial Complaint
Date:05/28/2024
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.
We had the solar panels installed about 3 years ago everything went great with that part. We had almost half of our solar panels stop working and we had to be for months to get anyone to fix the issue. Less than a year after that we had the same issue and we had to beg and beg for months to get anyone to fix it. Now we are having the same issue again because they are not fixing it properly and we have been trying for 2 months to get someone to fix the problem and they told us that they are to busy to deal with us and they don't know when they can fix the issue and are now refusing to respond to our calls or text. I would highly recommend not using this coming. They do not care about fixing their issues after they get your money. It has cost us a lot of money in an increased power bill and they have made it very clear they don't care. If we call customer service they tell us all they can do is put it as urgent then we never hear anything back. They have told us about 4 times in 2 months that we would hear something back and nothing.
Business Response
Date: 06/03/2024
Thank you for taking the time to provide your feedback. We sincerely apologize for the inconvenience and frustration you have experienced with our service. Your experience does not reflect the standards we strive to uphold, and we deeply regret the repeated issues and delays you have encountered.

We understand how crucial it is for your solar panels to function correctly and the impact this has had on your energy costs. It is concerning to hear about the repeated failures and the lack of timely support you have received. Please be assured that we take your feedback very seriously and are committed to addressing these problems.

The solar industry has faced significant challenges over the past few years, including economic fluctuations, supply chain disruptions, and a high demand for renewable energy solutions. Many solar companies have unfortunately gone out of business during these tough times. Despite these hurdles, we have remained committed to our customers and have continued to operate, ensuring that we provide the best service possible.

To resolve this matter, we would like to take the following steps immediately:

Immediate Attention: We will prioritize your case and ensure a technician is scheduled to visit your property as soon as possible to diagnose and fix the issue with your solar panels.
Improved Communication: We will assign a dedicated customer service representative to your case to keep you updated on the progress and ensure you receive timely responses to your inquiries.
Thorough Inspection: Our team will conduct a comprehensive inspection to identify and address the root cause of the recurring issues, ensuring a long-term solution rather than a temporary fix.
Compensation Review: We will review the additional costs you have incurred due to the increased power bills and discuss appropriate compensation for the inconvenience you have faced.
We understand your frustration and genuinely regret that you have had to go through this experience. Our goal is to restore your confidence in our services and ensure your solar panels are operating efficiently. We appreciate your patience and understanding as we work to make things right.
Thank you for giving us the opportunity to address this matter.
Customer Answer
Date: 06/06/2024

Complaint: 21770954

I am rejecting this response because:
Solar sale usa have contacted us with a change in their service and repair department saying that they will charge us a fees to come out to look at our problem and a 350 dollar fee if they have to get on the roof. I find it unacceptable to charge us to fix their bad installation. They have came out 2 times already in less than four years. Both times it was the exact same problem. There was corrosion in a wire nut under a panel inside one of the boxes. He repair person showed me the wire nut when he fixed it last time. The exact same panels are out again so I suspect it is the same problem. I do not feel I should be charged because they cannot properly waterproof the wiring. This is a result of bad installation and should not come out of my pocket. It is absurd that they are even implementing a system to charge customers even more money to fix their issue's.
Sincerely,

*************************
Business Response
Date: 06/20/2024
Thank you for bringing your concerns to our attention. We understand your frustration and appreciate the opportunity to address the issue.
Firstly, we apologize for the inconvenience you have experienced with the recurring problem of corrosion in the wire nut under one of the panels. We acknowledge that this issue should not have persisted and we are committed to finding a long-term solution. Regarding the changes in our service and repair policy, we have implemented these fees to cover the costs of service calls and ensure that we can continue to provide high-quality support to all our customers.
However, we understand your concern about being charged for an issue that appears to be related to the initial installation. Customers will only be charged if we discover the issue has nothing to do with our initial install. They should have clarified that in the message to you. Things like fuse replacements and squirrel damage are not covered.

We value your business and your satisfaction is important to us. We will arrange for a technician to visit your property and address the problem at no additional cost to you. Our technician will also perform a thorough inspection to ensure that all components are installed correctly and are in good condition.
We are committed to resolving this matter promptly and to your satisfaction.
Thank you for your understanding and continued trust in Solar Sale USA.
Customer Answer
Date: 06/24/2024

Complaint: 21770954

I am rejecting this response because:
I keep getting promises that solar sale will fix my solar panels yet I am still waiting. I still don't have any kind of time frame on when they are going to fix my panels just that they will get around to it sometime.
Sincerely,

*************************
Business Response
Date: 07/11/2024
Thank you for your patience. The technician successfully corrected all the issues and your system is back working great. In the future we will be able to service any issue much faster.
Customer Answer
Date: 07/11/2024

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
Date:10/14/2023
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.
Oct 2022 Solar quotes started.Nov. 2 2022 ******* the sales guy quoted a better deal. 20 kwh ** battery with a 9 kwh system. 50k financed, $6500 out of pocket. Nov. 12 2022- "I contacted my manager concerning the purchase of another 10kw battery." I later get calls and texts about canceling the order. Not sure why.Dec. 6 2022 ******* verifies the order again as 10kw battery for agreed $50k Add 2 fuse box panel upgrades for $2000 and another 10kw battery for $6500." Yes. I agree. Dec 19, 2022- text stating solar materials soon delivered from ***. I didnt even know that materials were ordered. I asked about the second battery again. No response. Jan 6- install is delayed but happens. ******************* about the trouble and a second battery for $7000 is promised because sales Rep didn't explain the $6500 only applies when bought at the same time. Feb. 2023 Main panel and subpanel replaced but dry wall around panel messed up. No one came to repair. I've inquired multiple times, even via email.March 16 I text, email, and call about the second battery. Emailed ***** this time. No response.March 20 I get a response of we will get in touch.April 6th told to wait for warehouse to check inventory.4/10/23 Now I'm told 10kw battery for $6500 is no longer available from **. Also none are in-stock. I took out a loan to pay $7000. The new battery costs $16500 more AND I need an $1800 upgrade work. 6/6/23 I text ****. What's the hold up in getting an answer? 6/8/23 I state I need an answer by 3pm. 6/27/23 We finally talk. **** was waiting on my documentation that I accepted the proposal. ******* was paid his commission, so they will take it back. Not my fault. He lied on the customer. Said she would take this 'new' information to the **** May have to take it to the "board", as she admitted this was SSU's error not mine. She has not responded again.9/7/23 I texted ****. no response again.
Business Response
Date: 10/25/2023
We value your decision to choose us to be a part of your renewable energy experience. In choosing us, it is always a desire to make sure that you are satisfied with your service and your purchase. In regards to this unfortunate experience, this is currently under investigation, and our investigation has not been completed. In regards to the price of a second battery at $6500.00. We are not able to purchase the batteries we use at that price. As you kn Due to Covid prices of everything has increased. On occasion we may offer incentives, however a battery at that price would not receive an authorization based on our out-of-pocket cost. We regret the discontentment this has caused you, and we want to restore your confidence in choosing us. If you have any signed documentation in regards to what was represented that displays a signature and company authorization it will be helpful in our investigation. In the coming days we will schedule a visit for ************** to come out to do an assessment on damage caused by your installation as to repair what needs to be restored. We are committed to getting the answers we need so we can have, and provide a better understanding in regards to this unfortunate experience. Thank you for your business and we hope to turn this around. There may be a solution for a second battery.
Customer Answer
Date: 10/31/2023
Thank you for responding. I appreciate it. I have found this email, from *******'s personal gmail account. Why ******* is doing company business with is personal email and cell phone. I dont understand. Does SSU have the signed, executed copy? I will keep looking. I could swear I had it a few weeks ago. The reason I filed with the BBB is no one at Solar Sale talks to me. ***, has left me hanging.

Business Response
Date: 11/09/2023
Thank you for the follow up and so sorry for the delay. Its been a challenging year and the company has changed structure. Our new escalation manager is going to call you to discuss what we can do directly. We will work something to try to meet what your expectations.
Customer Answer
Date: 11/22/2023

Complaint: 20735241

I am rejecting this response because:

I reject the business response. Why? There has only been a promise to respond. Not a response today. I waited until the business day ended at 5pm. Its the same problem I had. Even the promise of the new Escalation Manager reaching out has fallen. Please reopen and assist in getting resolution. I saw the response on 11/10. Still 11/21, no follow through.

You can have anything you want, if you are willing to pay the price of sacrifice....

www.ladreweathersbyls.info

Sincerely,

*******************************
Business Response
Date: 11/29/2023
Thank you for allowing our **************** Manager to assist in the issue. We are committed to finding a solution to benefit you without the company suffering. We are a small business and apologize for the sales rep for not clarifying equipment. Since this incident, we have implemented several quality assurance checks before installation to ensure customers get exactly what the sales rep promised and it meets or exceeds your expectations. Thank you once again for your patience. The recovery from Covid has been rough but we are still standing. 100s of other solar companies much larger than ours have closed doors leaving customers with no solution to their issues. We are just glad to still be able to service the warranty on your system and provide future support.
Customer Answer
Date: 12/03/2023

Complaint: 20735241

I am rejecting this response because: Until the second battery promised is actually installed, please do NOT consider this claim closed. Why? ****, the Escalation Manager, has already been involved in this promise, broken promise cycle. This started November 2, 2022 with the promise from the sales rep, through the marketing director, that was missed, promised again on different terms by *********************, the operations manager, that was missed again. She promised $7000 in February, but she stopped communicating with me in June. I want the BBB to help ensure USS understands that any law executed by a judge will have zero regard for the budget that US Solar Sales created. I simply want what I was promised as my reality. No more words and empty promises. I'm stuck with SolarEdge equipment now. Hopefully, **** will come back with the person to work the numbers, even if that means US Solar doing an in-house financing situation.

Sincerely,

*******************************
Initial Complaint
Date:08/08/2023
Type:Order 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.
Solar Sale USA made promises about product delivery, saving to electric bill, and installation that never were done. ****************** financed the project and made payments on time but received no Solar power, benefit and system was never operational for 2 years waiting. The installers ruined ******* putting panels on, causing leaks inside my house and I ultimately had to install a new roof which they try to say they would pay for but won't. This company scammed me for thousands of dollars and never completed the job nor fulfilled their promises.
Business Response
Date: 08/18/2023
Good afternoon *************** We are sorry for the inconvenience. Over the past few months we have attempted to come to your home, call you and call your representative to troubleshoot any issues you have with the solar system. We would love nothing more than to continue to analyze your system , install any additional components and delivery what you paid for. Since it has been 2 years , we can't take the equipment back , make any changes to your loan or credit. Unfortunately, we are just a installation company. Our goal is to save you money and we are still here to help if you allow us.
We understand the frustration and inconvenience of purchasing a product and not getting what you expected. Even if we remove the equipment, you will still have the loan. We will continue to reach out to you in hopes you will allow us to inspect and install a completed system.
Initial Complaint
Date:05/30/2023
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 July 14, 2022 *************************************, a sales representative for Solar Sale USA, LLC, came to my home selling Solar Panels. Gave me his sales pitch and I was interested. I told him, however that I would need to have some trees cut in order to have enough sunlight for the panels to work. I also told him that I had already spoken to a tree service company and got a quote of $8,500.00 to cut the trees.He said that I should bundle both projects into one so that I could claim the total amount as the cost of installing the roof panels. I was reluctant, at first, but finally agreed to give him the $8,500.00 for the tree removal. H called his boss, *************, to get his approval describing the number and approximate height of the trees. **** approved the deal saying that he could get his tree service to match the price.I called ******* to see what was going on with the solar panels. I was told that he no longer worked for the company. Several more weeks went by and I got a call from *************, the Sales Manager of the Solar Sales Co. **** said that he would need another $12,000.00 to have the trees removed. I told him that I would absolutely not pay that amount,I sent him a certified letter asking for a refund of the $8,500.00 and to cancel the contract, I also called him several times regarding the refund. He said he would refer it to his office. Then he blocked my phone calls.So now I am in a quandary of what to do.
Business Response
Date: 06/01/2023
Sorry the opportunity for solar did not work out. We strive our best to make sure clients are happy with their system. Rather than install the system and then it not work we allowed the late cancellation. Typically there are fees involved but in this case we were waiting on approval to waive the fees. We apologize for the delay . Your refund will be issued in 14 business days or less.
Customer Answer
Date: 06/02/2023

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 as long as the business follows through with the refund.

Sincerely,

*******************
Customer Answer
Date: 10/03/2023
Complaint: ********

I am rejecting this response because: I filed a complaint with you at the end of May (# ********). You replied in early June that the case was resolved. The case is not resolved. I said that I would accept their offer of $8,500.00 , if they they would honor it. They have not responded at all. Please re-open this case so that I can be made whole.

Sincerely,

*******************;
Business Response
Date: 10/06/2023
We apologize sincerely for the delay. We are not going to make excuses. We are ok leaving this open until you receive full payment. 2023 has been a very challenging year for our industry. You are at the top of our list and this is a priority we hope to resolve ASAP.
Initial Complaint
Date:09/14/2022
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.
3 years ago we purchased a solar system from them in the amount of ******** Everything have been fine until June first of this year when the 3g cell card ran out on the system. This stopped our system from making power for us. We are now making a ****** a month payment and also paying a 600+ utility bill to KUB. We have sent numerous emails asking them to change it from cell card to Ethernet cable and run off out Wi-Fi with no response
Business Response
Date: 09/19/2022
T-Mobile completely surprised the entire industry by closing their 3g network. It impacted 100s of our customers. We are diligently working to contact every customer and install a new connection. However , the solar system itself will still produce power unless another issue has occurred. Are there lights blinking on the unit? We have you listed on the repair list and I will make sure we escalate your repair. We apologize for the delay and hope you understand we did not cause this issue and we are trying to fix 100s of customers.
Thank you for your business.

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Solar Sale USA is NOT a BBB Accredited Business.