ComplaintsforBig Dog Solar

• Initial Complaint

  02/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Big dog solar company installed solar panels on my house and put a s**** where they shouldn't have and that caused water leak on the ceiling they say they're going to fix it but when they sent their workers to fix the roof their workers instead they didnt place down any protection on the flooring when using the ladder and cracked my wooden flooring and now they don't want to change/repair the flooring not only that but they left chips in my moulding and a random chip in the wall its incredibly disappointing and super unprofessional

  Business response

  02/22/2024

  Dear Better Business Bureau,
  We are writing in response to a recent complaint filed by ****************** regarding damage to their property during the installation and repair of their solar panels. We sincerely apologize for the inconvenience and frustration this experience has caused and appreciate the opportunity to address the concerns raised.
  Summary of the Situation:
  During the initial installation, a s**** placed in an improper location caused a water leak that damaged the drywall. We promptly dispatched a qualified professional to repair the drywall, and the invoice has been paid in full. Unfortunately, further damage occurred when our repair team failed to adequately protect the flooring while accessing the roof. We acknowledge this mistake and take full responsibility for the resulting cracked floor and chipped molding/wall damage.
  Actions Taken:
  We have arranged for a qualified professional to assess and repair the cracked floor and chipped molding/wall damage at our expense. These repairs have been completed  to a high standard and paid for in full.
  We offered to contribute $800 towards the cost of repairing the cracked floor, respecting the customer's preference for a full replacement, which we found unnecessary. We are happy to discuss this further if any clarification is needed.
  Resolution:
  While we understand the customer's frustration, we have taken all necessary steps to address the damages caused by our actions. We have completed repairs to the drywall, molding, walls, and offered financial assistance for the floor repair as per our initial offer. We acknowledge that this has been a disruptive experience and value the customer's business and satisfaction.
  Commitment to Improvement:
  We take all customer concerns seriously and are committed to continuous improvement. We have reviewed our internal procedures to ensure proper protection measures are in place during future installations and repairs to prevent similar incidents. We appreciate the opportunity to learn from this experience and improve our service quality.
  We hope this response demonstrates our commitment to resolving the situation fairly and transparently. We are confident that all repairs have been completed to the customer's satisfaction. However, we encourage the customer to contact us directly at ************ or ********************************** if they have any further concerns or questions.
  Sincerely,
  *****************************
  Customer Experience Officer

• Initial Complaint

  09/13/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I bought a home in July at 141 Sundial Ln, ******************, that had a solar system Big Dog had installed in 2019. Before I bought it, the previous owner, **, and the title company were assured by Big Dog the warranties would transfer to us. The contact I have is *****************************. They just needed a copy of the deed and all was to be good. On August 18 the system went down. Now Big Dog say they do not service this location and I have to call another company to fix it. The company they referred me to has not returned my call and another company wants a $600 adoption fee and $150/hr to fix it. They need to honor its warranties and send a repairman or pay the $600 and $150/hr repair fee to the other company.

  Business response

  09/26/2023

  The system at this address will be scheduled for repair as soon as we are in the area. This is in our que for scheduling and we will make contact once a time becomes available. 

• Initial Complaint

  02/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My solar system went down in June of 2022. Did not know until I received a bill from ***** power in October. Big Dog Solar told me they monitor the system and would take care of it. when I called Big dog they did come out to fix the system. I bought the system in 2019 and is still under warranty. I wanted to be reimbursed for the 5 months it was down. I contacted big dog but they said could not help and also sent a registered letter to the *** and did not hear back. I lost 5 months of good power and now I have to pay for a power bill because of those good months I lost.

  Business response

  03/04/2023

  To Whom it May **************** is the first record of written complaint we have on file. No written letter to the *** has been received by our customer service department.
  
  While we can certainly understand it is frustrating to receive a power bill from the utility company in addition to a solar loan it is important to understand that solar is also an investment and a life long commitment. Also, there is always a possibility that a homeowner MAY or MAY not receive a utility bill for unpredictable factors such as consumption, climate, and weather that have a direct impact on solar production.
  
  Big Dog Solar is an installation company, not a monitoring company. As stated in the "ownership of home" section of the install agreement, the homeowner agreed to accept ownership and/or license of the ********************** panels upon delivery to the job site. We also cannot issue a refund of any type at this time. Once the equipment is installed and active,the transfer of ownership from company to homeowner is complete. We no longer own the equipment or monitoring. A copy of this agreement is attached for reference. 
  
  On 3/31/2020, our notes indicate that our office staff had sent monitoring links for the SolarEdge monitoring portal to the homeowner via email to: ************************ along with their warranty information. While sending this information, we also made a call to the homeowner to go over how to set up and monitor their own system along with warranty information. 
  
  There was a miscommunication of information and the homeowner did not accept the first monitoring link that was sent. So,again on 8/8/2020, links were sent again and simultaneously via phone call,  we explained in detail that the homeowner must monitor their own production and report back to Big Dog Solar if service work was required. The monitoring link was confirmed to have been accepted and set up with the homeowners email address. This implies that the homeowner DID know they needed to monitor their own system as of 8/8/2020.
  
  To our knowledge, we have made every attempt to repair all reported system issues in a timely manner. We have record of various service calls to correct known issues. The first reported issue was recorded 10/27/2022 when the homeowner called in about receiving a bill from the utility company. The following service work took place thereafter:
  10/31/2022 - we repaired communications issues 
  11/15/2022 - we swapped a bad inverter 
  11/30/2022 - a technician went on site, again to teach the homeowner to read and verify their own production
  
  The next production issue was reported on 2/24/2023. 
  After remote troubleshooting has failed, our service tech is scheduled to address the issues on site 3/6/2023.
  All of these service calls and equipment replacements are covered under our workmanship and manufacturer warranties,however, compensation for time with lost production is not included as part of any warranty we offer. 
  
  Big Dog Solar will always stand by our warranty work and attempt to do so in a timely manner. 
  
  Please consider all issues have been acknowledged and addressed as agreed upon in contract and warranty are concerned.
  
  Thank you

• Initial Complaint

  01/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a solar system from Big Dog in 2017. We were told over time that the power would soon catch up and we would not have a power bill like the salesman said. We have a power bill almost every month up to $200 in the summer. After reaching out about the problem. We were told that well you signed the contract too bad. Said that we agreed to an 86% solar power system. At NO time was 86% ever mentioned with the salesman. Cant imagine why someone would want 86% instead of 100%. Not even willing to help correct the issue of a few more panels to add to the system. At 86% the company could roll through the inspection from NV energy with little problem compared to the scrutiny of 100%. The company no longer covers ****** and they have essentially washed their hands.

  Business response

  01/29/2023

  To whom it may concern,
  
  We appreciate your time and want to thank you for reaching out to our customer service team. ********************** systems are a long-term investment not just for yourself, but for the property as well. We understand the frustration you are experiencing upon receiving power bills, and we apologize for this inconvenience.
  
  
  At Big Dog Solar, our goal as a company is to help customers lower and eliminate their electrical bills with solar energy. When this doesnt happen, we do our best to examine the situation for possible issues and to take action steps when necessary to fix a system.
  
  
  We have done a review of ****** and *********************** account with our ******************* At this time, weve concluded there are no issues with the solar system or its production. There is nothing that needs to be repaired at this time and therefore, no obligation has been denied. There is a protruding roof surface that shades some of the panels in the morning however, the panels that experience shading, from this roof surface, level out their production with the other panels around them by the end of each day. The service was installed as agreed upon and warranty work will be serviced as agreed upon through a subcontracted solar company, however, if consumption needs have increased, we are no longer able to install more new solar as we no longer provide new service to the area and would not be able to provide additional install for no cost anyway. (agreement and proposal attached)
  
  When we examine a system, we take multiple steps to verify a solar systems production. We check system lights, we verify there are no alerts on the account, and we check the solar layout to see if there are any visible issues with the panels. In addition, we analyze your systems production at its daily, monthly, and yearly outputs. Then, we compare this data with ***************. *************** is a calculator developed by the ***** of Energy, and many solar installers use this tool to project a systems production. This calculator projects what your system should produce based on its size and location.
  
  
  For your convenience, we have included a table comparing your *************** estimate to your systems actual production from the online monitoring platform. Please remember *************** is an estimate based on calculations from *************************

  (Attached)

   

  Again, per our TS Teams review, we cant find any issues with this solar system or its production, which would be our main concern at this time. Your solar system is producing how it should on average. (Please refer to the data in the table above for an in-depth look.) They may still receive a power bill because their system was sold with an 86% energy offset. Please see the attached contract and solar installation proposal attached.
  
  Overall, the average output is right where it should be for what was approved in the original install agreement. Daily production may dip from time to time, but this is to be expected. The solar system should still produce excellent results. On average the production should always be over or under within 100 kWh. Big Dog Solar has upheld our standard as originally agreed upon.
  
  Because the systems production is where it should be, please consider the current consumption of electricity. In most circumstances, customers who receive a power bill are consuming more energy than what their solar system produces. When your energy consumption has increased, the only feasible option is to increase the size of your system by adding additional panels, unless you are able to decrease overall consumption in some manner. Unfortunately, we are unable to increase the system size for no additional cost. We referred the customer to another ********************** company in their area to add panels because we currently do not have boots on the ground in this area for new installations.
  
  
  Energy consumption can be impacted by the following factors:
  
  Weather & time of year
  Heating, air conditioning, wind drafts, direct sunlight hitting your home, etc.
  Living habits
  an increase of people living in your home, switching to an at-home work environment, running the washer/dryer more than normal, leaving lights on, etc.
  Home characteristics
  Insufficient insulation, drafts, furnace filters (dirty or clogged filters reduce airflow and force a furnace to run longer), shading, etc.
  Appliances
  Old appliances (older models use more energy than newer ones), installing additional appliances (e.g., fridge, freezer, hot tub, tanning bed, sauna, and more), using inefficient light bulbs (LED bulbs use less energy), etc.
  
  Solar systems are built and installed to endure harsh and unpredictable weather conditions. Even though they are typically guaranteed to last for 25 years, theyve been found to last for more than 40 years. After 25 years, a solar system should still produce 75-80% of its original performance.

  These are a few options forward if you so choose.  1) reduce your energy use to historic levels.  2) Expand your solar system by reaching out to another solar provider in your area.  3) continue to purchase your energy from the ******************** for that which your solar system does not create.
  
  We hope that this email helps to better understand your system and to help reassure you that your decision for solar was a wonderful and worthwhile one. If you have any questions and/or concerns, please contact our office at **************.
  
  

  
  

  Customer response

  01/29/2023

   
  Complaint: 18856928
  
  I am rejecting this response because:

  You did not address the actual issue and that is your sales team. Trying to sneak by a 86% proposal in the mass of papers displayed  while SAYING we will receive no more power bills. You even offered and aid a few of our earliest power bills to help confirm this idea of no more power bill. The fact that ours was the LAST in *********, tells a lot. Shady business practices for sure. Stay clear of this company as they are NOT transparent and this is very important when making a big decision as this.
  
  

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

  Business response

  02/13/2023

  As the installation company, we have no reason to side step the complaint or the documentation submitted directly to our company signed by both the you and the sales representative. We have no reason to believe there was any misrepresentation since the proposal submitted to our company was built based on real utility records at the time of sale, and a contract was signed for the size of system received. This is what we were contracted to install to which we have upheld.
  As a standard, we work with outside sales partners who try to sell at 100% offset to eliminate the power bill, but oftentimes a customer prefers a smaller loan payment and looks into other methods of helping reduce energy costs such as led lighting and or energy smart devices. As the proposal and the contract were for an 86% offset there is nothing that was not presented upfront as far as our records are concerned.
  Please also take into consideration that if your consumption has increased over time, your production will also need to increase along with it.  Again, the choice is still yours. These are a few options forward if you so choose.  1) reduce your energy use to historic levels.  2) Expand your solar system by reaching out to another solar provider in your area, particularly if you are interested in a 100% offset at this point in time.  3) continue to purchase your excess energy from the ******************** for that which your solar system does not create.
  Kindly,
  Big Dog Solar

  Customer response

  02/13/2023

   
  Complaint: 18856928
  
  I am rejecting this response because:

   This is a very weak response to a problem, after reading more complaints is a very common problem on your end. We looked at all of our paperwork regarding this transaction and cant seem to find the one and only paper that listed the 86%.After receiving a copy from you, we also noticed that there was NOT  a signature on this paper. We never saw this piece of paper!
  We had no problem qualifying for the loan or and additional few thousand for the extra cost making it 100% covered. 
  Im guessing you no longer cover ****** because of the restrictions from NV Energy and now leaving your customers hung out to fend for ourselves. 
  

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

• Initial Complaint

  09/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In December of 2021, Big Dog Solar of Chubback, *****, placed solar panels on our home in ********, *****. Being a professional company, they indicated they knew how many panels were to be placed on our rooftop. Over and over the sales person and installers guaranteed we would not have another ***** Power bill once these panels were up and running. Every month, we have had an ***** Power bill, ranging from $5 to $44. I contacted Big Dog Solar, which they will not answer their phone unless we call as a new customer, hitting the button #1, not #3 or #5. One time they sent us a small refund in the amount of about $40 to cover the cost of the ***** Power charges we had incurred over the past several months. In May, we unhooked a 220 Volt hot tub and sold it. We should have had plenty of solar power for the summer, but we received a $44 bill from ***** Power this month. I called Big Dog Solar and they indicated we had an unusual hot summer. Im sorry, but we did not. It was a usual hot Treasure Valley Summer, getting warmer each year caused by the climate change.1.They indicated there would be no more power bills 2.They did not put enough panels on our roof 3.They paid us once for their error, so they have acknowledged fault It is requested that your office look into our complaints we have with Big Dog Solar regarding the false information that is being presented to the public regarding their company be held liable for not following through on false promises. It is further requested that their company reimburse us a portion of the $23k we paid upon signing of the contract. Additionally Big Dog Solar also indicated we only needed 16 panels. It appears we possibly need more panels. If we need more panels that Big Dog Solar add more at no cost to us. Thanking you in advance for your time and efforts,*******************************

  Business response

  10/05/2022

  We appreciate your time and want to thank you for reaching out to our customer service team. ********************** systems are a long-term investment not just for yourself, but for your property as well.
  We understand the frustration you are experiencing upon receiving power bills, and we apologize for this inconvenience.
  
  At Big Dog Solar, our goal as a company is to help customers lower and eliminate their electrical bills with solar energy. When this doesnt happen, we do our best to examine the situation for possible issues and to take action steps when necessary to fix a system.  We do not have any recent calls of record since 9/21/22 when we requested a utility bill for further assessment. Since you have not provided a current utility bill, we cannot assess your consumption.
  
  We have done a review of production for your account with our Troubleshoot Team. At this time, weve concluded there are no issues with your solar system or its production. There is nothing that needs repaired, which would be our main concern at this time. Your solar system is producing how it should on average, approximately 707 kWh per month, which will come out to about ***** kWh per year. Your system was built to produce approximately ***** kwh per year, and with a full year of data, it will meet (or exceed) that average. (Please refer to your SolarEdge portal for an in-depth look.) 
  
  In March of 2022, we had made a one time reimbursement of $86 for customer satisfaction for production lost in January & February due to installation delays and your receipt of a power bill. We also made it known at the same time some of the shading from trees on your property could be an issue for the production. To counteract this issue, the trees would need to be trimmed or the system size increased to compensate for shading.
  
  Still overall, the average output is right where it should be for what was approved in your original install agreement. Daily production may dip from time to time, but this is to be expected. Your system will still produce excellent results. On average your production should always be over or under (733 kWh per month) within 100 kWh. Big Dog Solar has upheld our standard as originally agreed upon. 
  
  Because your systems production is where it should be, please consider your current consumption of electricity. In most circumstances, customers who receive a power bill are consuming more energy than what their solar system produces or what they were historically using when their system was proposed. When your energy consumption has increased, the only feasible option is to increase the size of your system by adding additional panels, unless you are able to decrease your overall consumption in some manner. 
  
  Energy consumption can be impacted by the following factors:
  Weather & time of year
  Heating, air conditioning, wind drafts, direct sunlight hitting your home,etc. 
  Living habits
  an increase of people living in your home, switching to an at-home work environment, running the washer/dryer more than normal, leaving lights on, etc.
  Home characteristics
  Insufficient insulation, drafts, furnace filters (dirty or clogged filters reduce airflow and force a furnace to run longer), shading, etc.
  Appliances
  Old appliances (older models use more energy than newer ones), installing additional appliances (e.g., fridge, freezer, hot tub, tanning bed, sauna, and more), using inefficient light bulbs (LED bulbs use less energy), etc.
  
  These are a few options forward if you so choose.  1) reduce your energy use to historic levels and trim your trees to free panels of shading  2) Expand your solar system to something closer to 7.6 kW DC.  3) continue to purchase your energy from ***** Power for that which your solar system does not create. 
  
  We hope that this email helps you to better understand your system and to help reassure you that your decision for solar was a wonderful and worthwhile one. If you have any questions and/or concerns, please contact our office at **************.
  
  Thank you for choosing Big Dog Solar!
  Sincerely,
  Big Dog Customer Service
  
  

  Customer response

  10/05/2022

   
  Complaint: 18060336
  
  I am rejecting this response because:
  

  You can say you all your fancy words but the fact is

  1. the hot tub which had been connected was disconnected in May. No further usage was used.  This was a 220 electrical power source
  

  2. the trees are not in fact in the way close to our home or in the way of the solar panels.  Where you received this information is erroneous.

  3. we were told repeatedly and the fact that he the salesman stated this was erroneous is appalling that we would never receive another power bill.

  4. We received a bereavement/apology card from ***** power company reporting they have been receiving calls several times per days every day with information as in #3.

  We spent $21,000 on this solar system.  Our original power bill was only $73 per month year around.  I think we have been had!!!!!

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

• Initial Complaint

  09/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I started to get solar then decided it wasnt cost effective and cancelled then was sent this ridiculous bill I refuse to pay. They were at my house for 20 minutes looked and left

  Business response

  09/06/2022

  To Whom it May ********************************** Cancellation Fees for this customer.  After speaking with him, he is still interested in getting solar & was told by his financial advisor to not bring on anymore debt at this time. I let him know we are able to pick up where we left off with the design plan. Waived fees to try and retain customer for the future and let him know to reach out to his sales rep when he is ready to move forward again. He had trouble getting ahold of his rep prior and had changed phone carriers. Let him know he could give us a call if he wasn't able to reach the rep.

   

  All issues have been addressed directly with the consumer and the cancellation fee has been waived. 

• Initial Complaint

  07/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  on 8/28/2021 I signed a contract for a 5.7 kW roof mount using 15 Jinko 380W panels and a solar edge inverter for $23,063. They were not able to install the panels until November 4. We patiently waited 11 weeks to be able to use the system because they were not able to install a breaker until January 20. Our loan was in effect accruing interest with a delayed first payment on 1/17/2022 - so they gave us a $90 refund for a nearly 3-month delay of not having service. On April 4 there was a very strong wind storm and late at night, it sounded like something huge crashed onto our roof. I went outside with my kids playing on April 6 and realized one of my panels and blown completely off its place and landed on another panel, shattering it. It was actually pretty scary to think if that had happened during the day what could have happened if it had flown off and hit a person etc. After a few days, a tech came out to re-install that panel, which had obviously blown off due to faulty installation or equipment or both. The tech said he'd have them order & install a replacement. On 4/28 I got a msg they were sending out a tech w a replacement. The tech never came and no one ever contacted us after that. I sent texts on 5/4, 5/26, and an email to **************************************** on 6/14 abt ow my msg were being ignored and no one was bothering to even communicate with me at all. I do not *want* to complain on the internet and leave a bad review--I want to discuss the issue and handle it like adults. I literally have been ignored since someone promised to replace it on 4/28 and that tech never showed up. How can a business just *ignore* its customers?

  Business response

  07/08/2022

  To Whom it May ***************** would like to address each issue listed in this complaint.

  The original contract was signed on 8/28/2021 and the install began on 11/8/2021 and the solar portion was completed on 11/11/2021 aside from a breaker upgrade that needed to be completed. At that time our company was faced with a severe breaker supply shortage that we had no control over. During that time, we reimbursed the customer a 6 month loan payment ($494.88 part of their original agreement plus 1 additional month, $82.48) loan payment. We recognize the delay of install was an issue and we had considered that matter was closed.

  We did consider the panel that had blown off the roof on 4/6/2022 a very serious and urgent matter. We dispatched a technician the day after, 4/7/2022, the panel issue was reported and we are thankful that the panel did not fall from the roof causing any further damage. The panel should have been secured by the racking and by the optimizer. We do have certified technicians performing install and this system did pass all required inspections per this jurisdiction. We would have no reason to believe that the install was done carelessly, unfortunately human errors do occur from time to time. We do try everything we can to keep these situations from repeating and we sincerely apologize for this occurrence.

  Regarding the shattered panel, this panel could have been replaced on 4/7/2022, however it was not. The panel is still producing solar energy and so we have not placed priority on this service task as the customer has requested. We do recognize this has been very frustrating and the communication has been lacking. We have scheduled a technician to go out and replace the shattered panel on Monday, July 11, 2022 and have notified the customer. 

  As an added measure of good faith, we would like to reimburse $200, per the customer original request of 2.5 month loan reimbursement for install delays and trouble they have experienced with our communication and workmanship. As a growing company, we are increasingly aware of areas where we can improve and appreciate the feedback. 

  With these corrections, please consider this case closed.

  Sincerely,

  Big Dog Solar

   

   

  Customer response

  07/09/2022

   
  Better Business Bureau:
  
  I was glad to finally have a response from the business. I could have easily worked with them and worked through the issues with my account if I'd received communication. 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

  04/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  First problem. Unknowingly to us, Big Dog was using a 3rd party rep for our system design & installation. They do not disclose this clearly, nor require the reps to clearly disclose, that they are 3rd party reps. **** on this later here.Second problem is that our design & install 3rd party rep (who is no longer with B.D. Solar) designed the system too small to keep up with our usage and it ***** through our credits too fast from early fall through the winter.Third, problem since the system is too small, we have never not had an ***** power ****, and for 5-6 months a year, we get an ***** Power **** is ******+, sometimes as high as $120.00+.Fourth problem. Everyone knows that solar is marketed that one replaces their power **** payment with a solar system payment, with maybe a few small bills here and there, especially in the first **** months depending on time of installation. Once credits are accumulated you are supposed to have a net zero power ****. Once your system is paid off you have free electricity. Because our system is too small, we not only have 5-6 months where we have our solar system ****, ******, we also have a $******+ ***** power **** those 5-6 months. So effectively all solar did for us, due to the size being too small, is added an extra $600.00-900.00 a year to our cost of electricity. Even once the panels are paid off, we will still be paying for those 5-6 months of ***** Power bills as we will not ever have a power ****. Our **** for January 2022 from ***** power was $101.00+ So with solar our electrical cost was $240.00+Fifth, problem. B.D. Solar blamed 3rd party designer, so claimed no liability to them, especially since he no longer works for them as a contractor. B.D. Solar solution to help us with our problem (not caused by us), was to have us pay them another *****K more (on top of the 17K we spent originally) & add to our system. The 3rd party rep simply referred us back to B.D. solar as he is no longer contracted with the company.

  Business response

  04/24/2022

  Hello *************************,
  We appreciate your time and want to thank you for reaching out to our customer service team. ********************** systems are a long-term investment not just for yourself, but for your property as well. We understand the frustration you are experiencing upon receiving power bills, and we apologize for this inconvenience.
  At Big Dog Solar, our goal as a company is to help customers lower and eliminate their electrical bills with solar energy. When this doesnt happen, we do our best to examine the situation for possible issues and to take action steps when necessary to fix a system.
  We have done a review of your account with our Troubleshoot Team. At this time, weve concluded there are no issues with your solar system or its production. There is nothing that needs repaired at this time.
  When we examine a system, we take multiple steps to verify a solar systems production. We check system lights, we verify there are no alerts on the account, and we check the solar layout to see if there are any visible issues with the panels. In addition, we analyze your systems production at its daily, monthly, and yearly outputs. Then, we compare this data with ***************. *************** is a calculator developed by the ***** of Energy, and many solar installers use this tool to project a systems production. This calculator projects what your system should produce based on its size and location. 
  For your convenience, we have included a table comparing your *************** estimate to your systems actual production from the online monitoring platform. Please remember *************** is an estimate based on calculations from https://pvwatts.****.gov/
  
  
  Again, per our TS Teams review, we cant find any issues with your solar system or its production, which would be our main concern at this time. Your solar system is producing how it should on average. (Please refer to the data in the table attached (****** Comparison) for an in-depth look.)

  
  We do acknowledge that the system is under producing for the expectation of your consumption needs now, however in a review of your originally signed contract, the system is producing above average from the time it was sold. The system was designed at 100% offset for the historical time period prior to 6/5/2020 (6.4 or **** kwh). There is nothing explicitly stated in the original contract that your consumption needs were going to increase at any given time. 
  Overall, your average output is right where it should be for what was approved in your original install agreement. Daily production may dip from time to time, but this is to be expected. Your system should still produce excellent results. On average your production should always be over or under within 100 kWh. Big Dog Solar has upheld our standard as originally agreed upon. 
  Because your systems production is where it should be, please consider your current consumption of electricity. In most circumstances, customers who receive a power **** are consuming more energy than what their solar system produces. When your energy consumption has increased, the only feasible option is to increase the size of your system by adding additional panels, unless you are able to decrease your overall consumption in some manner. Unfortunately, we are unable to increase your system size for no additional cost, but we may be able to offer a discounted rate.  Please let us know if this interests you. 
  Energy consumption can be impacted by the following factors:
  Weather & time of year
  Heating, air conditioning, wind drafts, direct sunlight hitting your home, etc. 
  Living habits
  an increase of people living in your home, switching to an at-home work environment, running the washer/dryer more than normal, leaving lights on, etc.
  Home characteristics
  Insufficient insulation, drafts, furnace filters (dirty or clogged filters reduce airflow and force a furnace to run longer), shading, etc.
  Appliances
  Old appliances (older models use more energy than newer ones), installing additional appliances (e.g., fridge, freezer, hot tub, tanning bed, sauna, and more), using inefficient light bulbs (LED bulbs use less energy), etc.
  
  
  Solar systems are built and installed to endure harsh and unpredictable weather conditions. Even though they are typically guaranteed to last for 25 years, theyve been found to last for more than 40 years. After 25 years, a solar system should still produce 75-80% of its original performance. 
  We hope that this email helps you to better understand your system and to help reassure you that your decision for solar was a wonderful and worthwhile one. If you have any questions and/or concerns, please contact our office at **************.
  Thank you for choosing Big Dog Solar!
  Sincerely,
  Big Dog Customer Service
  

  
  

  Customer response

  05/05/2022

   
  Complaint: 17043573
  
  I am rejecting this response because:

   

  This response is unacceptable. Obviously I realize the system is working fine as it is designed; that is not the issue. The issue is it was not originally built large enough due to an error in the design process in calculating how big the system needed to be. That was not our fault and is the fault of the company & their former sales rep. when they designed the system. We were assured that this system was the proper size numerous times. Big Dog told me that since the sale rep. was a contractor & not part of their in house design team that we would need to spend *****K to fix the problem. They also told me that if their in house design team had made the mistake they would have fixed it problem cost free. Our position is that they need to fix the problem regardless.

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

• Initial Complaint

  01/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Big Dog Solar installed our system 6 years ago, and the installation was professional and well done. Fast forward 6 years later, the DC inverter has a problem and is sending noise through the outlets of the house. I've had to shut down the system due to the issue. I called Big Dog Solar in December to have warranty work scheduled, I was informed that it would be a "few weeks" before a technician could come to our home. Fast forward 6 weeks later, I called Big Dog again and was informed that they no longer service the ************* and would "get there when we have enough customers needing support". I explained that I felt that that wasn't a satisfactory response considering our warranty agreement with the company. The employee on the other end put me on hold to speak with a scheduler, then promptly hung up on me. Seeking immediate warranty work on our system as it is currently in a non-functioning state. I'm also concerned for other residents that live in **** and had Big Dog install their system.

  Business response

  02/09/2022

  Thank you for reaching out. We are quickly working on a resolution for an area which we no longer service. The original sale was with a company called Skyline who chose not to purchase monitoring with SolarEdge for their customers, therefore we have experienced a tremendous amount of difficulty trying to find a cost effective way to replace equipment for Skyline customers. We have found a work around solution. We have dispatched a tech once already this week and are working on another return. We have been in communication with the customer, we will be able to do so at no cost to the customer. This scenario does not merit a complaint to the BBB. It will be handled directly and efficiently through our company.
  
  
  Tell us why here...

  Customer response

  02/09/2022

   
  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,
  
  *******************************

*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. ↩