ComplaintsforSolaura

• Initial Complaint

  12/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Solaura, promised the following as part of our purchase agreement. Blow in new insulation to heat seal our attic. Have air ducts cleaned. None of these were performed. They had a 3rd party vendor install our system and currently 2 of our panels are unresponsive. Solaura now has no contact information and has gone dark. The 3rd party installer will not come fix the 2 panels because it would fall under the Solaura maintenance agreement and now that they are gone, they won't get paid. The salesman that promised everything included in our deal has blocked or changed his number.

• Initial Complaint

  11/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I was approached by Solaura from one of their hired sub contracting salesman after filling out an online request for Solar on 6/25/2023. After several info sessions and promises of a 25 yr warranty, new ev and includes installation, installation and interconnection to be done within a month, I was sold a system that as of today 11/20/2023 is still not interconnected with EMC Sawnee.1.) When I called them I had conflicting information from their broken process, 4 different project managers told me different things. When they finally got the ** assignment right I asked about the promotion and they said they know nothing about it and subsequently fired their salesman.2.) ****** the executive assigned to me was and is a snake oil salesman, ultimately blaming me for believing a sub contractor that they hired to represent them. This was the start of the nightmare. Turns out I was the first customer they have to attempt to create an interconnection with ******, they had no prior experience with this electric company, confirmed by Sawnee. They have basic limits on the applications wrong, it took them 3 tries to get my name and account number right...to this day they have the net limits still wrong. 3.) Tried to call them all November now no numbers are working, also found out the ** had been let go and no heads up on who's going to be finishing up my interconnection.This company is a scam, I'm stuck, ***** on this management team should have a job given thier incompetence

• Initial Complaint

  05/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  i had solar panels installed in june 2022. December 22nd 2022, 3 panels fell off and broke. *** been trying to get the company here to evaluate and fix them but they have done nothing. these panels have a 25 year warranty which solaura should be honoring. they also installed the panels facing the wrong direction, therefore they only produce 50% of the required power. i have paid over $110000 for a system that does not work correctly. i want them to reinstall facing the correct direction and repair the broken panels. i have talked to them numerous times and they made promises to make good on these problems but have not.

  Customer response

  08/07/2023

   
  Complaint: 20094141
  
  I am rejecting this response because:
  Nothing has been resolved. Nobody fron solaura has fixed anything
  Sincerely,
  
  ***********************

• Initial Complaint

  02/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ************************ Thu, Feb 2, 1:36 PM to *********************** Solar came to my home to install solar panels on December 17 and December 19. The work was not completed and on the evening of December 19, my home was burglarized. The police immediately suspected workers who knew the layout of the roof specifically and the blueprint of my home, which this company was aware of. Our suspicions grew after the company would not cooperate with the detectives and police. They would provide the name or photographs of the workers who had been to my home on the day of the burglary. The company arranged a loan for the services from Mosaic Loan Operation and I am already asked to pay on the bill despite NOT having the solar panel not working .Now I am getting two different bills one from GA ***** and other from Mosaic and my Solar system has never been working.They donot response to my call and I have been leaving messages on the extension number which was provided to me Their number is ************************** for **** the project manager

  Business response

  03/25/2023

  Hello, 

  Please excuse our confusion in receiving this complaint as prior to this submission, you and your spouse invited the Chairman and General Manager to come to your home to have lunch. However, we understand your concerns and would like to thank you for allowing us to address several issues you have with our services. We would like to provide you with additional clarification and understanding.

  Regarding the burglary incident, we assure you that we take security and safety very seriously, and we are committed to assisting law enforcement in any way possible. We have cooperated with the authorities to the fullest extent and have provided all necessary information to aid in their investigation. Solaura requires all our customers to be present or have someone over the age of 18 there at the time of installation to protect the company against any liability as was advised to you prior to the install. Hence at the time of your installation appointment your spouse and other family member(s) were present as advised and confirmed by the lead on the team. 

  Additionally, Solaura does not pull customer's home blueprints as the scope of our work is confined to working on the rooftop, in the attic crawlspace, and accessing master panels in the home for any electrical work related to the solar system installation. Engineering plan scope is confined to rooftop and electrical installation only therefore we do not require or pull blueprints. Any in-home electrical work that was completed was done as your spouse escorted and monitored team members performing this work,and with other household members present.

  At the time your claims were made, our crew members were in fact allowed back to the property by you to complete the job.  Subsequently, you contacted our Project team requesting staff and crew members information at which time you were requested to provide us with the detectives information so we may coordinate with him directly, which you never provided. PIPA requires businesses to take reasonable measures to protect personal information,including implementing safeguards to prevent unauthorized access of our staff and installers information, and therefore we cannot provide you, the customer with the information. Rest assured, we believe the detective on your case will be able to find a prompt resolution as to our understanding you have the added protection of your home security cameras and any other collected evidence. Solaura has also not only conducted an internal investigation but has also independently and proactively been in communications with the detective. The detective has a direct and open line of communication with members of our executive team, and therefore the claims alleging non-cooperation are incorrect.

  Regarding the loan for the services from Mosaic, upon signing your agreement with your finance company, you completed a Welcome Call, in which they advised of the possibility of receiving a bill before the completion of interconnection with your utility company. We understand your frustration with receiving bills for a system that is not yet operational. We apologize for any confusion or miscommunication, and we will work with you to help rectify the situation. Please reach out to your finance company directly if you have questions regarding your finance agreement. In the interim, your utility company has been in contact with you regarding completing your interconnection agreement which you have signed, placing the system in the Witness Test phase for exchanging your meter.

  Lastly, we take our customer service seriously and are committed to providing timely and effective communication. We will investigate your claims of having not received a response and ensure that your concerns are addressed in a timely manner. Per our current audit trail in the telephony system, we do show that our team has been in contact with you and reached out several times throughout the course of your project.

  We will continue to work with the detective as needed, and we hope that you are able to find a resolution. We understand the seriousness of this situation and are committed to resolving any issues related to our services. Please do not hesitate to contact us directly to discuss this matter further, and we appreciate your patience, collaboration, and understanding while working to resolve this issue.

• Initial Complaint

  01/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 18, 2022 we signed an agreement for solar panels and numerous promotional items for ****** dollars. Solar panels were installed in August and system was interconnected on September 27, 2022. Promotional items were to be delivered and services done within 30 days of installation. Net thermostats, water heater blankets, blown insulation, surge protector with 7 day digital timer, small switch and combiner, led lights starter kit, air duct cleaning, air tight package, and 7 day heavy duty digital programmer. As of today January 24th 2023 the only promotional item done is the blown insulation which was done on January 18th 2023. I have asked on numerous occasions for time lines of when these things will be taken care of. I took out loan with Mosaic loans for the $******.00 and Solaura has been paid in full. All I get from them is they will get it taken care of but months have passed with no resolution. Now they are ignoring my calls after owner ***************************** texted me that the way we have been treated by his employees was unacceptable and he would get things corrected. That was 2 weeks ago and now he is ignoring my calls and emails. All items and work should have been completed by October 27, 2022. Please help get resolved.

  Business response

  01/26/2023

  Hello **************,

  
  Thank you for bringing this matter to our attention. We are sorry for any inconvenience that you have experienced. 

  
  As we work to resolve this matter it is important to note that per prior emailed correspondence and phone conversations, we have made best efforts in keeping you apprised of the progress of your project. While our standard for responding to any inquiries is usually 24 hours, our representatives are busy throughout the day assisting other customers and cant always answer repeated calls and emails; however, we do apologize if you feel ignored. ******************** is not an employee of this organization; therefore, please make sure you are contacting the Project Line directly to have your questions or concerns addressed.

  
  As outlined in your initial welcome email you received from our company, we advised of the timeline for the different milestones in your project and were especially diligent in highlighting key timeframes that were out of our control due to third party availability. (Please see an excerpt of that email for your reference)

  
  " 9. Interconnection: This will need to be requested through the utility company and is subject to utility company processing timeframes and workloads. We will assist with completing the application and provide system details, designs, and additional information as requested by the utility company. While we exercise due diligence in researching utility company requirements for interconnection, these companies reserve the right to change or update their requirements at any time therefore timelines for interconnection are beyond our control therefore we do ask that you stay in close contact with your electric company to monitor the progress. Please obtain proof of interconnection also known as Permission to Operate (PTO) and send via email to ***************************** for completed interconnection requests. 

  
  10. (If applicable) Shipping of promotional items will commence thirty (30) days after PTO. This time frame allows us to gather data about system production and performance for quality assurance purposes.
  During your interconnection phase, we also emailed to update you that this milestone was reached and to remind you of set expectations for what was to come next. This communication is to inform you that your project is currently in the interconnection phase. We have submitted the interconnection application for your Solar PV installation to the utility company and are awaiting a response.

  The timeline for this part of the process is beyond our control and can take anywhere from 30 90 days. Monitor your emails regularly in case the utility company requires some action on your part, however there is no action required by you at this point. Once the utility company processes your application, they will arrange to switch your current meter to bi-directional if applicable. Subsequently, the utility company will issue Permission to Operate (PTO) for your project. We will need written confirmation of this to move to next steps. Please note that it can take between 2-3 billing cycles for you to notice any changes in your utility bill."

  
  As a reminder, if you are to receive promotional items, we will proceed to ordering and delivering these after 30 days of receiving PTO. This allows us an opportunity to verify system functionality prior to adding energy saving items. These items will be scheduled to be drop shipped to the address on file and if you received insulation as a part of your package, you will receive a scheduling phone call.

  
  Your system installation was completed in a timely manner in August as you stated, with Permission to Operate (interconnection) being provided by the utility company, on October 28, 2022. Please see the attached screenshot from your project with your utility company.

  
  
  
  In the interim, we also went the extra mile in assisting you to have your roof repaired even though you had pre existing damage. As outlined in your agreement your first promotional item (tree trimming) was in fact delivered before the 30-day window as a courtesy, and this was completed in October 2022. We arranged to have your insulation completed in November; however, due to the holidays and your availability, at your request we changed the appointment and your insulation was completed this month (January).

  
  As was previously requested, we ask for your continued patience in delivering the remaining items as we are still operating in a business climate of short staffing, back-ordered products, and logistics challenges.
  We will do everything we can to resolve the issue as quickly as possible and ask for your continued patience. Our office will reach out to you directly to inform you of delivery dates for your remaining items.
  If you have any further questions or concerns, please do not hesitate to contact us.
  Sincerely,

  
  Solaura
  

  
  

*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. ↩