ComplaintsforCarbon Solutions Group LLC

• Initial Complaint

  04/25/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Purchased solar panels in the illinois shines program. Carbon Solutions Group LLC is supposed to be the aggregator and approved vendor for the renewable energy credits/refunds. Our panels where installed in November of 2022. We were told a payment of ********* would be paid back to us in about 12 months. Since the install Carbon solutions has made *** excuses as to why our payment has not been approved. They have a list of other organizations to blame, and i believe they are generally not following through. We are now on a waiting list that *** extend to August 2024, While two other homes that we referred and had their systems installed after ours have already been approved and expecting their checks.This past September 2023, ******* said we should have payment by March 2024. When checking for and update in February 2024 ******* claims our system is missing a serial number off a device, which i promptly provided. In March 27 We were told they are having a problem with monitoring that was now delaying the approvals. I asked who was responsible for not noticing the monitoring problem the question was ignored. We contacted Illinois shines to verify and ask questions about the submittal and was told the paperwork was submitted March 31, 2024. i feel like they have screwed around making excuses and not doing their job for a year and 4 months. Now, ***be by 21 months we might get the payment. But no idea what excuse is next. meanwhile we are paying interest on the Money we should have been paid already. I've seen several other complaints about this same issue both on ****** and BBB. We are tired of the ** and want to get money we are owed.

  

  Business response

  05/10/2024

  Hi *****,

  I wanted to hop in to help resolve this situation. Your system has had payment delays because we were waiting on access to online monitoring for your system.  We are unable to part 2 submit (the final step that triggers payment for a system) without online monitoring access.  We also miscommunicated with you indicating your system was part 2 submitted on 3/27/24.  I apologize for the confusion there.  Because of this we have queued your system for payment early and you should receive payment by the end of this month.

  We emailed you letting you know about your payment status on 5/3/24, but have not yet received a response.  I have attached the email chain for your reference.  If you have any questions or need anything else please let me know.

  Regards,

  *************************

  Customer response

  05/13/2024

   
  Complaint: 21627721
  
  I am rejecting this response because the email that was sent May 3rd stated the payment would be made in early June.  Your email now states end of month which is May.  Which is it? Also, as there appeared to many issues with Carbon Solutions which caused delays and apparently misinformation they provided to us, I will not accept this offer until Carbon solutions waves/reimburses any fees we were charged in the past or any future as their delays cost us to pay more money in interest on the loan, we had to take out which is at a 6.7% interest rate.  Of note we know of two other people who purchased solar panels at the same time we did, and they also used carbon solutions and have not received their money nor any emails to confirm they have been approved or sent on to the ILL shines.  

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

  

  Business response

  05/14/2024

  Hi *****,
  My apologies on the unclear language around check timing.  There is an internal process that we go through to issue and approve checks that happens in May, but it is sometimes not until June that the actual check is received by the customer.  That being said your check will be issued and mailed out this week, so you should receive it by the end of the month.
  With regards to your systems check timing.  We are accelerating your payment already and are unable to waive our fee.  The holdup in your systems approval was getting access to your online monitoring system.  We received access to your online monitoring on 3/26/24.  We then submitted your system to the *** program shortly thereafter.  The states approval process generally takes ***** days, followed by another ***** days for payment to be issued to us, which we then issue to you.  I completely understand your frustration with the length of time this application process has taken, but we have moved it along as quickly as possible.
  With regards to other systems that we have contracts with, we are happy to update them directly on their status and payment timing.
  Please let me know if you have any other questions or concerns.
  *****
  
  

  Customer response

  05/21/2024

   
  Complaint: 21627721
  
  I am rejecting this response because as you have not provided any details as to why it took 17 months to get access to our monitoring system. Please provide the details as to what the issue was as well as the name and contact information for any other party that *** have been responsible for the delay. I would also like to be provided a date of when our check was mailed out as we received notification it would be sent out on May 16th and would take ***** days as it was coming from *******. Please provide proof it was sent out. Also, you as a company can decide wether or not you can waive your fees. It is a choice you can do organizations and companies do it all the time as means to reconcile  when there is a service failure on their end and it is obvious somebody dropped the ball on your end and her name is *********************** who was our contact. So please don't tell me that you cannot reimburse us the fees you charged. It is an option, it is just an option your company is choosing not to do. I will not be satisfied with any outcome unless those fees are reimbursed. So this case will most likely be closed as unresolved.
  
  *************************

  

  Business response

  06/07/2024

  Hi *****,

  As we have shared with you and the *** program admin on another chain, we did not have access to your online monitoring, this is something that is granted by your solar installer.  It is a separate business so I am not sure of the exact person responsible.

  We have done our best to accommodate you.  We have issued payment to you ahead of us receiving payment from the utility to help rectify this situation.  Given we have already paid you in advance of being paid by the utility and the delay was not due to us we are unable to modify our fee.  If you would like to discuss this further feel free to give me a call directly at **************.

  In regards to your check, it was mailed to you on 5/16/24 as we stated in previous communication.  We have records of this check being deposited on 5/23/24. I have attached the check deposit image from our bank.  If this does not match your records please le me know.

  I hope this helps to resolve your remaining questions.

  Best,

  *************************

• Initial Complaint

  02/21/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The company does not follow the guidelines for paying the Srecs to their customers. They wait until the last day to send out each application process. They lie and tell you that you'll receive your Srec check after so many months of activation of your solar panels. When that date comes and goes they'll tell you it'll be a couple months longer. When that time comes and goes they'll tell you it'll be a few months longer. I have read a review where a customer has been waiting over 3 years. So to everyone out there do not believe the solar companies or Carbon Solutions that you'll receive an Srec check by a certain date. I and others can guarantee you won't. It's all one big scam. If you get Solar in ******** make sure that your vendor isn't with Carbon Solutions LLC.

  

  Business response

  04/11/2024

  Hi *****,
   
  Thank you for sharing your feedback, and we sincerely apologize for the delay in issuing the ******** Shine's incentive payment. At CSG, we provide the timeline of ***** months from the date of contract signing to payment issuance. Your contract, signed on 4/8/23, was processed, and payment was issued by 2/21/2024.
  
  We understand the frustration caused by this delay. The complexity of the application process often necessitates a thorough review, which can extend the processing time to at least a year before payment is issued.
  
  Your business is highly valued, and we truly appreciate your patience and understanding in this matter. If you have any further concerns or questions, please don't hesitate to reach out. Once again, thank you for your feedback, and we look forward to continuing to serve you.
  
  
  Warm regards,
   
  Carbon Solutions Group SREC

  Customer response

  04/11/2024

   
  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.

  
  They have paid me, although less than what I was told, also they have the wrong date of my contract signing. I signed the 2nd and final contract on 1/11/23. My system was operational and producing energy on 3/8/23. I just don't want people to think I lied about how long it took them to pay me.

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

• Initial Complaint

  02/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Carbon Solutions took money for setting up REC's credits but still has not processed my application and still have not seen any return. This was one of the reasons I chose to purchase solar panels, as it was supposed to offset the cost. However, so far it has only cost me more money the finance company has raised my monthly payments recently due to this delay.My contact ********************* never returned my last email inquiry after supplying supporting documentation about allowing them to access my Enphase account on the 22nd of September 2023 (last email to *********************)Hi ****, you have had access since September 22nd (see enclosed jpegs), please proceed with getting me my check.Thanks *************************

  

  Business response

  02/10/2024

  ******,

  Thank you for reaching out and providing us with access to your Enphase account.  We were were waiting on a few other items from your installer to proceed with your pt 2 submission.  We received those documents in December and are moving your application forward.  We have expedited your system and expect it to be part 2 submitted shortly.

  Please let me know if you have any other questions or need any additional information.

  Best,

  *****

  Customer response

  02/14/2024

   
  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

  02/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I resigned all the contract once again January 11 2023, & still havent received the refund check.

  

  Business response

  02/10/2024

  Dear *****,

  Your system is awaiting Part 2 approval in the *** program.  It is currently in "needs info" status.  This is a common occurrence under the ******** Adjustable Block Program.  We have submitted a response to the state and expect your system to be approved soon. 

  Your system is within the normal timeframe for approval and payment.  It generally takes ***** months for systems to be paid after contracting.  Once it is approved we will be able to file for payment for your system and send you your REC payment.  We are happy to answer any other questions you have.  Please feel free to contact us directly at *******************************.

  Best,

  *****

  Customer response

  02/12/2024

   
  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

  11/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Carbon Solutions took my money for setting up REC's credits, but still has not processed my application and I have not seen any return. This was one of the reasons I choose to purchase solar panels, as it was supposed to offset the cost. However, so far it has only cost me more money. They should not be taking deposits for applications, if they are not going to make good on their end.

  

  Business response

  11/18/2022

  Hi Joy,

   

  Thank you for reaching out.  We completely understand your frustration with payment delays.  The ******** Adjustable Block Program is going through a transition and is not accepting new pt 2 applications at this time.  Your system has been Pt 1 submitted and approved, but the program does not pay out until systems are part 2 submitted.  We will promptly submit your system's Pt 2 application once it reopens. For more information on the program please review this link:  https://illinoisabp.com/transition-updates/
  
  Carbon Solutions is an Approved Vendor for this program, we do not set the program rules or timelines.  The ********************* is in charge of running the program.  We work with solar installation companies to submit applications, manage contract, and manage payments for customers.  The fees charged are required by the program and were passed on by us to the utility and the program administrator.

  I am happy to provide more information if you have questions, but at this time there is nothing further we can do until the program reopens.  We are expecting it to reopen in late November or early December.

   

  Best,

   

  *****

*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. ↩