Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/30/2024

  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.

  Solar Battery System was installed approximately 6 years ago and the ** battery is bulging. We were told that the ** battery is not producing power and is a fire hazard. Our understanding is that our agreement with Haleakala Solar is a 25 year warranty. We went in person to their location in ************* and spoke to the staff and informed her of our situation, she informed us that 1)******** **** filed bankruptcy(?) 2)Their company decided not to deal with ** anymore because of quality/reliability and service issues. The staff member pretty much told us we were on our own. We reached out via email to an email she provided to us, but no one has responded. Its not clear to us that the company can just decide not to deal with a component vendor and not leave us any recourse or recompense.

  Business Response

  Date: 10/16/2024

  The contract that customer has for their battery system was under a company *************************************  They purchased Haleakala Solar Inc. assets in 2018.  They operated under the name Haleakala Solar as well as ******** **** Hawaii.  The current company is Haleakala Services, LLC.  We have touch working with ************** and old ******** **** contract.  The battery has a warranty from ************** who is the manufacturer of the battery.  ************** has given us this information for customers to contact for problems with their ** batteries. 

  ***** **, Senior Operations Specialist at ************** ******************************** or call ************,  You can talk to anyone who answers at ** but ***** ** is the head of the warranty department.  

  Customer Answer

  Date: 10/16/2024

   
  Complaint: 22361930
  
  I am rejecting this response because:  It is not clear to me that this is a new entity.  Haleakala selected its brand name for it's recognition in the market so it has an **** to service customers that purchased under that name.  The slight change in name does not discharge the business that assumed that name with a slight variation from its responsibility.
  
  Sincerely,
  
  ***** ***

• Initial Complaint

  Date:08/22/2024

  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.

  Consumer entered into a leasing agreement with Haleakala Solar. Under the terms of the agreement, Haleakala Solar guaranteed to provide, install, and maintain (in optimal working condition) a solar energy system on the roof of Consumer's residence. According to the contract, Haleakala Solar is the legal owner of the system. As such they have received all tax and/or renewable energy benefits including all tax rebates, tax credits, grants, depreciation, and/or renewable energy credits available under federal or state law.Upon discovery that the System is not functioning correctly, Consumer attempted to promptly notify the Producer who has the obligation to repair the System as soon as reasonably possible. Consumer has been attempting to contact Provider for two months. To date, Provider HAS NOT responded to Consumer regarding this matter.Provider has failed to maintain said equipment resulting in astronomical electric costs to consumer.

  Business Response

  Date: 08/22/2024

  We will reach out to the customer ASAP to assess the problem.  

  Customer Answer

  Date: 09/11/2024

  I don't understand how you can dismiss my complaint when although they said they would contact me, To the best of my knowledge, the BUSINESS STILL HAS NOT CONTACTED ME regarding this matter.  I wish to renew/continue my complaint.

  Business Response

  Date: 09/23/2024

  THis customer is scheduled for tomorrow, there was an issue with her phone, that is why we couldn't get in touch with her.  She is schedule for tomorrow at 2:30

• Initial Complaint

  Date:08/12/2024

  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.

  Dealing with Haleakala Solar. Requested micro inverters under warranty that are not working be replaced on 7/30. I received an email saying parts order when they arrived service would be scheduled. And the service visit would be $200 On 8/7 I received a message that parts were in and they want to schedule and price quoted now $300 with no explanation why price changed. I replied Yes! The sooner the better And asked why the price changed. I received a response on 8/9 saying it is now$300 because now 3 inverters are out rather than two they originally said. I responded My response to your question was yes, please schedule asap. Im still waiting for technician availability to schedule the work. It does seem odd that I was told you were waiting to receive the two warranted items to be sent from manufacturer. And now suddenly its three, which is only mentioned to me when I ask about the discrepancy.No further responses received from Business. I called on 8/12 speaking with manager who was emailing me. She said they have not responded because I didnt agree to $300. I told her I asked for it to be scheduled and also inquired about price discrepancies. But reiterated in both emails to schedule the work. Please schedule it. The manager ***** said since she perceived me as yelling at her she would not and hung up. They are not honoring a warranty

  Business Response

  Date: 08/13/2024

  This is going to upper management.  The customers 10 year warranty was up in 2022 the only warranty he has is the manufacturers warranty, which he can go to any solar company for.  We refused to service him because he screamed ans swore at our office manager.  I will send this to *******************. 

• Initial Complaint

  Date:07/23/2024

  Type:Product 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.

  I put a down payment of $1000.00 with Haleakala Solar and Roofing on February 22, 2022 for a photovoltaic system with a battery. The contract called for them to provide the plans, obtain the building permit, procure the materials and install the system. They surveyed my building and that is as far as it went. Every time I asked about the status of the project they said they were having problems getting permits for multi-family units. It was only after I posted a review on Yelp on May 25, 2024 that Haleakala reached out to me on July 3, 2024 and said they would refund my down payment right away. It's been over two weeks and I am still waiting for my refund. The company has not responded to my emails.

  Business Response

  Date: 07/25/2024

  We have responded to this cusotmer and the refund is in process.

  Customer Answer

  Date: 07/25/2024

   
  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.  *********** needs to improve on communication with customers.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:04/13/2024

  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.

  I experienced a leak from the Haleakala solar panel. I had a tech come to my to inspect it on April 1, 2024. The panel is under warranty. He said that the part to repair the panel would arrive in 3 weeks.The rate of the leak has increased to the point that it will significantly increase the amount of my water bill. I've called twice more to get a tech to bypass the water to and from the panel. However, I haven't received any calls nor email. The sidewalk is slippery where the continuous water drips have fallen. This is a liability to me if anyone is to slip and fall. I want the leak to be repaired (number 1), but until that time, I want the water to and from the panel be stopped. I want the monetary difference of the current water usage minus that of the previous usage be submitted to me (number 2) because of the lack of communication by Haleakala Solar.

  Business Response

  Date: 04/15/2024

  I spoke with customer this morning, we are still waiting for her absorber plate to arrive, we are sending someone out to her house this afternoon to pin point the leak and stop it until we get the part necessary to fix. 

   

  Customer Answer

  Date: 04/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *** *************************

  Customer Answer

  Date: 04/15/2024

  I wish to add to my earlier acceptance of the resolution from Haleakala Solar.  This morning, I spoke to ********* at the Haleakala Solar office.  She assured me that their crew would stop by this afternoon after returning from *******.  It is now 5:20P.M. and no one has shown up or called me to notify of any delay or of rescheduling the appointment.  I called the office at 4:54P.M and left a message.

• Initial Complaint

  Date:02/27/2024

  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.

  Im the one that filed a complaint about a month ago. I finally got a response to change my optimizer panel. The technician came to my house on 2/26/24 and said he changed the panel. He said it would take about a day for the panel to respond, the next day it showed 52 wh all day. I went on the roof to wash the panels And I noticed it was the same old panel. Then on my app it showed another panel wasnt working at all. I tried to call again nobody answers the phone. Very frustrating. What to do?

  Business Response

  Date: 02/28/2024

  ******************, 

  I think the Tech made a mistake regarding the panel, we did not replace the panel we replaced the optimizer under the panel.  We will look into the underproduction of the new optimizer that was replaced and we will put in an order for the new optimizer that is now out. 

   

  Customer Answer

  Date: 02/28/2024

  What about the other panel thats out it was working fine till he replaced the other optimizer 

  Customer Answer

  Date: 03/07/2024

  They called me back about a week ago and said they would order new optimizers for the 2 that are out. I hope they will call me back when the optimizers arrive to make an appointment to repairs. Hope its within a month from now. Not holding my breath 

  Customer Answer

  Date: 04/05/2024

  Tried to call again a few times, nobody answered any calls. No scheduling for my 2 broken optimizers. Its been about 3 months since they were notified about this issue.

  Business Response

  Date: 04/24/2024

  WE have changed out the serial number all of the optimizers are working.  It is not the panel that was faulty it was the optimizer which connects under the panel, that is why the same panel is there.  We didn't change out the panel, just the optimizer

   

• Initial Complaint

  Date:02/21/2024

  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.

  I had a faulty micro converter replaced by Haleakala Solar in July, 2023 but the photovoltaic panel was never restored. I scheduled for service in August and two workers checked the system and left but the panel was still not working. I have requested service over 10 times but no one has called or showed up at my residence. My last service request call was on February 1, 2024 and when explaining my situation to the person taking the call, I was told that someone would contact me in a couple of days. No one has called as of February 21. Filing a complaint with the BBB was my last option.

  Business Response

  Date: 02/28/2024

  We have a technician in ******* today and will swing by to find out what is going with this panel.  We will take care of this ASAP. 

   

• Initial Complaint

  Date:02/21/2024

  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.

  On October-30-2023 I went in to contract with Headed Home roofing but roofing company did not show up to project till November-3-2023 due to family emergency of lead *******(understandable). **** worked for 3 days 8-4, tearing off old roof to install new deck and repairing facia. Work crew came in Monday November-6-2023 worked half day and was not notified till a day later Tuesday November-7-2023 when I asked why no one was on site to continue work because roof was not finished, BJ the project manager who is a maybe 25yr old or younger kid thats supervising guys twice his age tells me the ******* had another family emergency. No one to start work till Tuesday the following week November-14-2023. headed Home made me wait 7 days for the same ******* to comeback, I am pretty sure they do have more than 1 ******* but still had to wait. Headed Home came back November-14 to 17-2023 8-4 the 17 when they was done worked performed was not what I paid for. The Solar company that sub contrated them dis approved of the work in December-1-2023 till today February-21-2024 they have not corrected what was agreed upon by them and the solar company that sub contracted them.

  Business Response

  Date: 03/06/2024

   First my apologies to ******************, We have had some delays at your residence as we prepare for the roof install, but have been addressing them. We were back at your residence on March 1st working on some repairs. I will be contacting ****************** tomorrow March 7th and schedule to meet and resolve all concerns as soon as possible. We are still currently waiting for Solar company to provide all roofing material so we can start install.

  Customer Answer

  Date: 03/06/2024

   
  Complaint: 21325016
  
  I am rejecting this response because: I have been more than understanding the past 4 moths with past delays. And I have taken vacation and sick hours from work to accommodate them, but headed home roofing was either  a no show or never committed to correct the issue. I need more few days to adjust my work schedule.
  
  Sincerely,
  
  Jaaziah Vaoalii

  Business Response

  Date: 03/18/2024

   I must clarify that Headed Home Roofing is a subcontractor for Haleakela Solar, and we do not have a contract with ******************. Our contract is with Haleakela Solar, and per our last conversation with ********* Solar the work we have completed so far is to their satisfaction. The roofing material that is needed to actually roof the residence was ordered by Haleakela Solar and is still not on Oahu to date, therefore we are not even able to start the next phase of the project.

  Customer Answer

  Date: 03/20/2024

   
  Complaint: 21325016
  
  I am rejecting this response because:I have attached my conversation with the ** from Haleakala solar and he has in multiple occasions from November have asked BJ who was spear heading my roofing project asked to fix what my concerns were and on multiple occasions have failed to show up, and even when he would show up did not address any of my concerns on the roof that was concerning me. So Im not sure where the mid communication is but it was not on my side.

  
  Sincerely,
  
  Jaaziah Vaoalii

  Business Response

  Date: 04/01/2024

    I feel maybe the misunderstanding is with *********, as we have responded to all work requests. As in the screen shot texts clearly states that ********* will approve all work after it is done and they did that. They have also stated to us here at Headed Home Roofing that we completed the work to their satisfaction. The roof could have used more work after old material was removed but we were only approved to do a certain amount per work orders from Haleakela and homeowner. 

  Customer Answer

  Date: 04/02/2024

   
  Complaint: 21325016
  
  I am rejecting this response because: As you see in the photos I have attached, some I just took just a few days ago and the work that was done is not even 3 months old, any homeowner would be disappointed about the work quality and the length of time till now I feel was not addressed properly. And yet headedhome roofing is requesting for me to pay for a change order during the process. My understanding is that any change order that is needed for any project, it is to be discussed and approved by both parties before changes are made to the original contract. I understand that with your conversation with Haleakala solar they explained to you that they were satisfied with the work. But I was explaining my concerns to your project manager, BJ multiple times before I went back to Haleakala solar, even spoke to you about it a couple of times. I feel that at that time since haleakala solar is a solar company and headed home is the roofing company that is doing work on my roof, I should address my concerns about the work that is done with the ******* and journeymen roofers from headedhome roofing. **** did show up here and there and I even took off work to specifically explain my concerns. And still was not addressed.
  
  Sincerely,
  
  Jaaziah Vaoalii

  Business Response

  Date: 04/08/2024

  A lot of what was done by Headed Home has been completed and fixed by Haleakala Solar, We are out there again today to continue cleaning up what was done.  Customer is aware. 

   

  Customer Answer

  Date: 04/08/2024

   
  Complaint: 21325016
  
  I am rejecting this response because:
  I am not aware of anyone from headed home coming by nor is anyone from headed home allowed on my property without my consent. No one has reached out to me in this regard. Mahalo
  Sincerely,
  
  ***************

  Customer Answer

  Date: 04/25/2024

  My apologies my complaint is against headed home roofing not Haleakala solar.

• Initial Complaint

  Date:02/09/2024

  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.

  I have a problem with 1 of my solar panels which I have a warrenty for labor and materials. First time I called to get service somebody actually answer the phone and took my information and said someone would call me back for service. This has been a month ago. then I called 3 more times after the 1st call and all I get is a voicemail saying they would call me back. It's been over a month now and still nobody calls me back. Very fustrating with this company, this happen before about 2 years ago. Deja *** The only time a get a response is when I make a complant with the BBB. I can't believe this company is still in business!

  Business Response

  Date: 02/13/2024

  I have contacted customer, will order the optimizer and get it replaced

   

• Initial Complaint

  Date:01/11/2024

  Type:Sales and Advertising 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.

  After a pretty rough install Solar system was up and running in 2023. September 2023 system began going into standby mode during the day and unable to use the Tesla Powerwall for energy use resulting in paying to buy electric when our Powerwall was at 100%. We have paid for hundreds of dollars that we should have had to if the system was fixed. For 4 months Haleakala Solar has put minimal effort into fixing issue. I've personally spent ***** hours on resolving this with *****, Haleakala Solar, and trying to find a outside vendor that would fix this. Weeks ago Haleakala Solar said they had a fix but has not come out to fix it. ***** says it something totally different which I've reported to Haleakala Solar 2 weeks ago still neither potential fix has been applied.

  Business Response

  Date: 01/17/2024

  We are working on finding a solution to what is happening with the battery at Mr. ******* house.  I will contact out head electrician and the owner and see when the soonest we can get out there will be. 

   

  Customer Answer

  Date: 01/24/2024

  Nothing has been done with regards to this complaint. The company has still not resolved the issue. 

  Business Response

  Date: 03/19/2024

  We have sent 2 electricians  over in the last week, both went over the system with the customer and both had ***** on the phone when they were there.  Tesla and our electricians have explained numerous times that the system is working properly and that there is no issue.  *************** insinsts that not only are we wrong but ***** is wrong as well.  There is nothing more that we can do for this customer at this time.  We have done everything. 

   

  Customer Answer

  Date: 03/20/2024

   
  Complaint: 21121382
  
  I am rejecting this response because:

  The battery is still not working. The president of the company called me today and is aware of the continuing issue but their latest reply is completely wrong. 

  Attached screenshot you can clearly see the battery at 100% yet I'm paying for energy from the grid. I should be able to use the battery power. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 05/07/2024

  Please see attached