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:12/09/2024

  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.

  Was set up back in August to have solar installed, been very poor communication from Tron Solar was told from the sales person an install time frame which has passed. Talk to a supervisor today and get told that they have to get ******** customers done first. First time I heard that. Can not get a straight answer as when we will have our install complete. I just want our install done like we was told it would be.

  

  Business Response

  Date: 01/06/2025

  We are pleased to inform you that your solar installation has now been completed successfully. Our team has worked diligently to address the concerns mentioned, and we believe the installation was completed to the highest standards of quality and care.
  We trust that you will now be fully satisfied with your solar systems performance. Should you have any further questions or need assistance with your system, please do not hesitate to reach out. Our team remains committed to your long-term satisfaction and energy savings.

  Customer Answer

  Date: 01/07/2025

   
  Complaint: 22662084
  
  I am rejecting this response because:

  The job is NOT complete  like you say.  We are still waiting for a switch to be installed. You have also told the loan company  the job was complete, I understand  that you can not control the county or power company  but we are still not able to have the inspection  done due to waiting on the job to be completed. This hole job was agreed on back in August, the installers should have arrived on the job site with all needed parts to complete  the complete  process and installation.  We still do not have a date for the installation  to be complete.  With us having to make all the calls to follow up and get things moving  some kind of compensation should be provided 
  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 01/08/2025

  Thank you for your patience and continued trust in Tron Solar. We wanted to confirm that your system's switch is scheduled for January 12th.
  As mentioned previously, whole-home backup installations involve multiple steps to ensure everything is completed safely, efficiently, and up to code. This process takes a bit more time, but our goal is always to deliver the highest quality work so your system performs as expected for years to come.
  We look forward to getting your system fully operational soon and appreciate your understanding. If you have any questions or need further details about the timeline, please feel free to reach out to our customer service team!

  Customer Answer

  Date: 01/09/2025

   
  Complaint: 22662084
  
  I am rejecting this response because: thank you for getting back to me on here since this was the first we heard about someone coming to do the switch install on January  12 2025 which is this coming Sunday. I thought someone would have reached out to make sure someone would be home. Still I believe  that Tron should have known what parts they would need to start with to do the install completely the first time out. I understand  this csn be a complex install but if tron is a white glove service this would have been a better experience. I can't understand  why this is taking so long and why I have to keep calling and asking questions or reaching out through the bbb to get things completed.  We also can't understand  why the loan company  would be sending loan papers to sign and the company  be told that the job is completed when as we can still see by these messages  it is not. What is Tron going to do for us?
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:09/23/2024

  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.

  Tron installed a 240v EV charger, stating that they would apply for the ************** My total bill is $2500. Now, Tron states that Com ** changed their program after my installation and that I owe the entire $2500 plus an additional $2500 without a promotion. Tron has been clueless about how to administer this program. I have been waiting for resolution for months a d have sent them everything they asked for.

  

  Business Response

  Date: 09/24/2024

  Thank you for your feedback.
  We would like to clarify some key details regarding your project with Tron Solar:
  Tron Solar successfully installed your 240V EV charger as outlined in the agreed-upon contract. To date, you have paid $0 towards the cost of this installation, which was outlined as $5,000 in the signed agreement.
  At the time of installation, we informed you about the possibility of applying for a rebate through ComEd to potentially reduce your out-of-pocket cost along with Federal ITCs. However, it is important to note that utility rebate programs, such as ComEd's, are subject to changes outside of our control.
  Per the terms of the contract, the scope of work was clearly outlined with a total cost of $5,000, regardless of any potential rebates. The rebate was a possible incentive that could have been applied to reduce your cost after installation, but it was never guaranteed as part of the contract. Please feel free to reach out to us directly if you would like to discuss this matter further or explore any possible solutions.
  Sincerely,
  Tron Solar **************** Team

• Initial Complaint

  Date:02/22/2024

  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.

  Regarding Solar with Tron 4/7/23 I sent Gabe from *********** a text saying I hoped Solar people would be here by now. Asked for status. 4/27/23 I sent **** a text asking for update again and mentioned ***** had been a a rainy and freezing month. 4/28/23 **** texted me back saying production manager was going to put me on the schedule.5/19/23 **** sent me *******-phone number to check on scheduling. 5/25/23 I called and left message and texted her. (Cannot find text messages because I did not ever number in my contacts.)6/26/23 I sent a text to **** saying that I tried to reach out to Tron for the last couple of months but received no response. I know I left a message and they said they would have someone get back to me but they had no record of the job either under my name or Cornerstone. They never got back to me. (I have no documentation on that.)6/26/23. **** sent text saying he would try to contact them asap. 7/8/23 sent **** a text saying It looks like Tron came out Friday morning but I was in the shower and did not hear the doorbell. I received no notification that they were coming. The Solar panels started to work arbitrarily occasionally after that. Sometimes 1 panel worked correctly and sometimes up to 9 out of the 18 worked correctly. Most of the time only one. 7/28/23 *** from Tron came to look at panels. I sent Gabe text. He was not notified by Tron. I told **** that *** said there were some things that needed to be done but that he would reach out to cornerstone about it. I gave ***************** name and number.8/21/23 I texted Gabe again. He responded saying that *** said there were some issues in the wiring which they were not responsible for for the day would. He did not want to give **** any numbers but would get back to him on that.10/3/23 texted Gabe to check on things. And to tell him the village should have plans on the original install and the approved them and then approved install. **** was going to look into. 10/3/23 **** said estimate was going to be $750 and they were going to call me. They did not. 12/14/23 ****** sent me email showing that she sent an email to Tron saying that they have been calling and calling trying to get my situation fixed. She sent me the responsive Tron sent her, me and *********************** at tron as well saying they would work up estimate and then schedule a time to fix. It sounded like they would send the estimate to ******. it would be about 4 weeks or so out. out. 12/19/23. No word from ****. Gabe was going to check on. 12/22/23. Conf call between **** and *********** never took place. I never received assessment but I assumed they were going to send it to ****** at ***********.

  

  Business Response

  Date: 03/11/2024

  **** initially experienced issues with a solar installation that was not performed by Tron Solar. The original installer, unfortunately, is no longer in business, leaving the customer without support for the problems they encountered. Recognizing the customer's predicament, ********************** stepped in to assist, despite having no prior involvement with the installation.
  Our team conducted a thorough assessment of the installation and identified several issues that needed to be addressed. Last week, we successfully rectified these problems, ensuring that the solar system is now functioning correctly and efficiently. We did this to help **** and to demonstrate our commitment to promoting renewable energy and 5 star customer satisfaction.
  We understand the frustration that *************** have felt due to the initial installation problems. However, we would like to emphasize that Tron Solar was not responsible for the original installation. Our involvement was solely to provide assistance and rectify the issues caused by another installer.

  Customer Answer

  Date: 03/18/2024

   
  Complaint: 21334907
  
  I am rejecting this response because: As you can see from the photo I attached the issue has not been resolved. But they said work has not worked and they want me to pay an additional $1550 for their efforts. They are now working with solar edge to see if they can fix the problem. There wasnt a problem until they took my solar panels down so I it and then they put them back up again. They also have not replaced theas you can see from the photo I attached the issue has not been resolved. But they said work has not worked and they want me to pay an additional $1550 for their efforts. They are now working with solar edge to see if they can fix the problem. There wasnt a problem until they took my solar panels down so I did and then they put them back up again. They also have not replaced the cap the village requires on my solar panels. 
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 04/03/2024

  Firstly, I would like to clarify that **** is not a direct customer of **********************. We were contracted to repair a specific portion of her solar installation, which was completed successfully. Our scope of work was limited to the agreed-upon repairs, and we have fulfilled our contractual obligations.
  We have invoiced **** for the amount of $1,500, which is the agreed-upon price for the services rendered. As of now, this amount remains outstanding. We have provided **** with screenshots confirming that her solar system is operational and functioning as intended following our repairs.
  Given that we have completed the work as agreed and her system is now operational, we kindly request that this complaint be closed at this time. We are committed to resolving any outstanding issues amicably and are available to discuss this matter further if necessary.

  Customer Answer

  Date: 04/04/2024

   
  Complaint: 21334907
  
  I am rejecting this response because:
  Tron was contracted by Cornerstone to take down my working solar panels and then put them back up correctly after having a new roof put on my garage. As you can see only one panel is working to capacity. There was not an issue before I got a new roof. Tron cannot figure out why the rest of the panels are not working at capacity even though they were working fine before. Also they have never replaced the cap to hide the underbelly of the panels required by the village of *********. I have also asked for an itemized bill for the work they have done electrically to try to fix the problem, which has not put my panels back in full working order and they have yet to send it to me. A copy of the non-detailed bill is attached.
  Sincerely,
  
  *******************

  

  Business Response

  Date: 04/22/2024

  Firstly, I would like to clarify that **** is not a direct customer of **********************. We were contracted to repair a specific portion of her solar installation, which was completed successfully. Our scope of work was limited to the agreed-upon repairs, and we have fulfilled our contractual obligations.
  We have invoiced **** for the amount of $1,500, which is the agreed-upon price for the services rendered. As of now, this amount remains outstanding. We have provided **** with screenshots confirming that her solar system is operational and functioning as intended following our repairs.
  Given that we have completed the work as agreed and her system is now operational, we kindly request that this complaint be closed at this time. We are committed to resolving any outstanding issues amicably. We have resolved all issues with **** and will not be responding moving forward. Please close this complaint.

  Customer Answer

  Date: 04/29/2024

   
  Complaint: 21334907
  
  I am rejecting this response because: The very same issue I complained about in the beginning still exist. Only one of my 18 solar panels is working at full capacity. I have attached a picture of the panels just a few moments ago. Also the work they did did nothing to fix this issue. And they have yet to send me a detailed bill of the electrical work done. Although I have requested it.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:09/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started the process of getting solar panels in February. They contacted me and explained the process and set a date to come and take pictures to create a solar plan for my house. They changed the first date so that they could do my pictures the same day that they did another home in my area. The man called and said he was on my property and would do the drone pictures first and then come inside to look at my attic. After an hour, I went out to check on him, and he was no where to be found. I called him. He was at a home 3 hours from my home. The office has given him the wrong address. They scheduled a day a couple weeks later, and then it took about 4 weeks to get information. I should have stopped the process then. They said I needed some electrical work that they would do, and just increase my monthly bill slightly. They finally came this summer I think in July and installed the panels on my garage, put two boxes on my garage, and trenches across my yard to the meter at the back of my house. They came back in Aug to connect the box, the man couldnt do it because the job was too big, and he didnt have enough materials. They texted to reschedule today. I told them I didnt have the box connected yet. They told me they were looking into it. They showed up today, has Ameren shut my power off, came into my home with just my 16 year old son here, and messed it up. He thought I maybe forgot to tell him they were coming and let them in. They are not supposed to be in my house with a minor. They messed the job up. I got home at 10 tonight, and I have no power on one side of my kitchen. I have flipped all breakers. They have messed up my electrical. Everything in my refrigerator is thawed and bad. My 2nd salesman is gone from the company. I cant get in touch with anyone. I want everything removed from my property, the contract voided, and my garage roof put back to the way it was. This company is crooked!

  

  Business Response

  Date: 09/26/2023

  Upon receiving the complaint, we took immediate action to investigate and rectify the issues presented by the customer. Our top priority is customer satisfaction, and we were disheartened to learn of any dissatisfaction with our services. We take such feedback seriously and are committed to resolving issues promptly and efficiently.
  After being notified of the customer's concerns, we promptly dispatched a team of our technicians to ****** home. We are pleased to inform you that our response time was exceptionally quick, with our team arriving at ****** within 12 hours of being notified of the concern. Our technicians thoroughly inspected the solar installation and identified the root causes of the issues experienced by ********************
  I am pleased to report that during the visit, our technicians successfully addressed and resolved all the concerns presented by *******************. They ensured that the solar system was operating optimally, addressing any issues with the installation and performance. Additionally, our team provided comprehensive guidance to the customer on how to maintain and maximize the benefits of their solar system.
  Our commitment to customer satisfaction remains unwavering, and we apologize for any inconvenience that was experienced.
  Sincerely,
  ****** ********

  Director of Marketing

  Tron Solar
  
  
  

  
  

  Customer Answer

  Date: 10/02/2023

   
  Complaint: 20634717
  
  I am rejecting this response because: I was told that there was a check being written on Thursday, September 21st that would be mailed that day or on Friday, September 22nd. I have not received that check yet. I was also not asked if that would cover the food loss. I emailed last week to see where the check was, and ***** told me that she needed to check with someone to see if the check had been written. The person who would have written the check would not return until Monday, October 2nd. I was originally told that the check WAS written and would be in the mail for sure on 9/21 or 9/22. This is how everything has been done with this company. Nothing has had follow through as promised.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 10/12/2023

  We have rectified the situation at hand with the customer.

• Initial Complaint

  Date:04/06/2023

  Type:Billing 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.

  They made me estimate and after reviewing reviewing three or four other business I decided not to select this business and now they are trying to bill me for the price as if I had it installed in the amount of $5963.04. I resolved this issue a month ago by showing proof that I was not interested. I would like for them to stop trying to squeeze money out of me for something that I do not owe.

  

  Business Response

  Date: 05/02/2023

  Dear *****,
  We're sorry to hear that you've decided to cancel your contract with us. We understand that this can be a difficult decision to make, and we want to make sure that you understand the reason for the cancellation invoice that we've issued.
  However, it appears that you have cancelled the contract after the cancelation period had passed, and after we had already invested resources into designing your project, securing equipment, and working with your local utility and municipality.
  The cancellation invoice that we've issued is not for the entire amount of the system, but rather for the cost that we have incurred up to this point to uphold our end of the agreement. This includes the time and effort that our team has put into designing your project, as well as any equipment and materials that we have already purchased and secured for your project.
  We understand that this may come as an unexpected expense, but we hope that you can appreciate the work that has been done so far and the resources that we have invested into your project. If you have any questions about the cancellation invoice or would like to discuss payment options, please don't hesitate to contact us.
  Thank you for your understanding.
  Best regards, 
  Tron Solar LLC

  Customer Answer

  Date: 05/06/2023

   
  Complaint: 19904285
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 05/08/2023

  To whom it may concern,

  
  

  I am writing to you today per my husband, **************************** His complaint number is ********. Here are the screen shots of his conversation with Tron Solar. We want for you to know that we NEVER gave Tron Solar permission to proceed with the project. Tron did send an employee down to our house to survey to see where the best location for the panels would be. Turns out the number of panels was going to be about the length of a football field and we definitely didn't want that in our backyard. We spoke to our power company, Tri *************** and they have never heard of Tron Solar. Tron tried to tell ** that Tri County would buy back the extra energy, but we spoke to Tri County and they DO NOT do that. My husband received a phone call from someone in *********, ** asking about getting permits for solar panels. We had no idea what they were talking about. Tron made the error of contacting *********, ** rather that Jefferson County **. Right after that phone call my husband texted Tron and said, No Thank you, with regards to the solar panels. 

  Please see attached conversation. They are screenshots with dates and times on them. We in no way ever told Tron Solar to proceed with this project. My husband rejected their offer to simply pay the amount for the time that they have invested in getting quotes and paperwork worked up. There heavy handed tactics are becoming ridiculous.

  
  

  Sincerely,

  
  

  ***** and ***********************

  Customer Answer

  Date: 05/10/2023

  To Whom It May ****************** dir="ltr" style="color: rgb(24, 50, 71); font-size: 13px; font-family: "Helvetica Neue", Helvetica, Arial, sans-serif;">
  

  We are rejecting Tron Solars "offer" because we never agreed to proceed with the process of having solar panels installed at our house. The only things that were agreed to were allowing them to run our credit and to allow one of their engineers come and measure to see how many panels and where they would be placed in our yard. We only agreed to let them run a soft credit check because they said that they couldn't proceed without the information. The proposal that they came up with was for **********************, a lady from *********, ** called ** about permits and we had to explain to her that we are in Jefferson County **. **** wanted ** to pay for their error in not having their facts straight. We live in ********** in Jefferson County **. They tried to tell us the way the extra power would be handled through our power company and our power company had NEVER heard of Tron Solar and they definitely don't do things the way Tron was trying to tell us they do. They have used heavy handed tactics to try to scare us into giving them more than $5,000 for a project that we NEVER agreed to. 

  We appreciate your help with this matter. We look forward to getting this resolved and to being free of Tron Solar and their bad business practices.

  
  

  
  

  Sincerely,

  
  

  ***** and ***********************

• Initial Complaint

  Date:12/29/2022

  Type:Sales and Advertising 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.

  Tron installed my solar panels 8/29, not commissioned until 11/1. Sold to me as a "replacement" to electric part of power bill. These panel have not performed as stated in the sales presentation. NUMEROUS CALLS to Tron asking and complaining. They promise to look into it and NEVER communicate back. The only way to contact is to use the "sales" option number when calling in, since the customer service option is NEVER answered and calls are never returned. When I ask to see the portion of the ***** that shows performance of the panels, they refuse. Panels aren't producing as promised and they refuse to follow up. This is a bait and fail to deliver what was promised, $50,000 mistake.

  

  Business Response

  Date: 01/19/2023

  Tron Solar opened a line of communication with ********* on 12/30/22 to address her concerns. Tron and ********* have been in back and forth communication since. We are working with ********* to ensure all of her questions and concerns are answered and addressed in a timely manner going forward.

  Customer Answer

  Date: 01/19/2023

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

• Initial Complaint

  Date:10/31/2022

  Type:Customer Service 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.

  Unable to contact tron solar. They are not answering any of their texts or numbers

  

  Business Response

  Date: 11/22/2022

  Tron Solar opened a line of communication with ******* on 11/3 to address his concerns. Tron and ******* have been communicating back and forth since. We are working with ******* to make sure all of his questions are answered in a timely manner going forward.

  Customer Answer

  Date: 11/28/2022

   
  Complaint: 18336889
  
  I am rejecting this response because:
  

  There only solution to my complaint so far was to say that they would not charge me for three circuits that they couldn't even get to work and sell my remaining debt to a collection agency if I wouldn't pay it.   

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

• Initial Complaint

  Date:10/03/2022

  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.

  Tron installed 48 solar panels , started producing Jan 2022. Since April panels on the roof are not registering via the **** nor can Tron show me they are producing.I have hundreds of emails ( I can produce copies) from ************ as well as ********************* ( CEO of Tron) promising to come and fix them. They have not yet come to fix the panels. We lost ,months of solar production . I have sent a certified letter regarding their warranty which has gone unanswered,The image below showing non working panels is indicative of over 40 snapshots on various days.

  

  Business Response

  Date: 10/19/2022

  Tron Solar has been in communication with *********************** and has sent out our service team to diagnose and correct the issue with her equipment. We have been able to successfully replace some of the equipment under her warranty to ensure it is functioning properly. We will continue to honor the manufacturer's warranty in place on the equipment and fulfill on our service plan.

  Customer Answer

  Date: 10/19/2022

   
  Complaint: 18160887
  
  I am rejecting this response because:

  In speaking with the representative she offered some solutions, including a tech to come out that day.

  The tech came 3 days later and the panels are not working.    Nothing has changed.  Technicians  have been out 4 times in 22 weeks of requests, They continue to switch optimizers around. The result is the same . 

  They are not abiding by warranty 

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

  

  Business Response

  Date: 11/04/2022

   Tron Solar has been working diligently to troubleshoot an issue with the production on her system. As of today we have provided the warranty service and we have provided a solution to the problem. The system is operational and Tron Solar is happy to provide these services covered under the customer's warranty.

  Customer Answer

  Date: 11/08/2022

   
  Complaint: 18160887
  
  I am rejecting this response because:
  
  Tron offered a vague assurance of financial compensation  for the 20+weeks not fully operational.Despite my asking repeatedly about this. Tron has not yet indicated any financial reimbursement . Sincerely,
  
  ***********************

  

  Business Response

  Date: 11/22/2022

  Tron Solar has been working with *********************** to ensure her solar system is communicating and producing. Tron has also sent financial compensation to cover the cost of the panels while they were not operating. System is powered on and working beautifully.

  Customer Answer

  Date: 11/30/2022

   
  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,
  
  ***********************

• Initial Complaint

  Date:09/08/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had solar installed in April and have contacted several people at Tron and when I actually get a response (after multiple tries) they say they will talk to someone and get back to me right away. Right away never seems to come. My solar is running but I am not able to connect to it via the app to ensure my device is working properly. Several panels are not level with the rest of the panels and I have asked for that to be corrected. During my initial quote request, I asked for the trimming or removal of two trees that over hang the house covering the panels and that was not done. I have reached out to ***** and was told it will be taken care of. This was mid August and I have not heard back from him or Tron. I need my panels adjusted so they are even, I need to be able to access my system to make sure its doing what its supposed to be doing, I want my trees trimmed or removed as requested and agreed upon with the sales guy, and I want confirmation that my $500 ********* energy rebate is coming.

  

  Business Response

  Date: 09/26/2022

  We have been in direct communication with ****************** in regards to his concerns. We have expedited a service technician to diagnose the root cause to his system not communicating on the app and we have successfully provided an immediate solution. ****************** was pleased to see his communications were working well and reporting accurate information, along with the production details from his solar system dating back to the day it was powered on. We are happy to provide these services for our customers and glad to have provided a solution to ********************** complaint.

  Customer Answer

  Date: 09/28/2022

   
  Complaint: 17936965
  
  I am rejecting this response because: I am not ready to close this complaint.  Per communication with Tron, we will review numbers to ensure system is working as advertised and trees may or may not need trimming.  Tron has not adressed the uneven panels.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 10/07/2022

  Tron Solar has successfully adjusted the solar panels in question. In addition, we have reviewed the monthly production numbers and have verified that Mr. ******** solar system is on track to meet the projected production numbers. We will continue to monitor the systems production moving forward and communicate closely with ****************** on his production numbers.

• Initial Complaint

  Date:06/14/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Business never comes to fix problems with solar systems after paying for their panels and warranty to ensure solar stays on. Instead, I have been paying a regular electric **** and now wants to charge for the warranty that was included with the solar panels after an act of nature with critters.

  

  Business Response

  Date: 06/15/2022

  Hi *****, we are sorry that this experience has happened and understand the importance and urgency in getting your system fixed and running smoothly. We've moved this to a priority within our operations and customer service team. We will continue to be in direct contact with you in regards to repairing the system and the options we have available given the circumstances with the warranty. We desire to resolve this issue in a way that benefits both you and Tron Solar. Thank you and we will be in direct contact with you to resolve this issue as quick as possible.

  Customer Answer

  Date: 06/15/2022

   
  Complaint: 17428054
  
  I am rejecting this response because: you never get back to me as in priority since you have left me with paying a regular electric **** and never came to fix the issue of not having the system over or a year now.  All I get from your response from the office is paying for solar panels which we had paid for before the installation of solar.  I get a response of having me pay or have an insurance pay which is not responsible for critter damage.  We had paid almost ****** because of going solar and had only 1 year of working panels only.  It is Trons responsibility to keep the solar system working that we paid for and critter damage is always Trons responsibility to protect their work.  I already asked for full reimbursement of what is paid for the whole system that was installed or fix the issue with not having solar that is paid for and to reimburse the regular electric bills that I have been paying which I shouldnt be except for the customer line on ComEd.  I dont need any other resolution but this.
  
  Sincerely,
  
  ***************

  

  Business Response

  Date: 07/07/2022

  We have been working with Mr. ** for a period of time and have had exceptions approved to get equipment exchanged outside of manufacture warranties. Unfortunately he has had critters destroy multiple panels, this is something that would need to be covered under the customers home owners insurance as it is not a defect in workmanship or faulty equipment. Mr. ** notified ** that he does not have home owners insurance on his house. Due to this not being a defect in our work or in the equipment, we are unable to repair under our warranty or under the manufacturers warranty. We have sent Mr. ** a quote to submit to his homeowners insurance for the repairs that are needed. Throughout the process of working with Mr. ** to have his situation resolved we have covered multiple payments and have completed repairs outside of the warranty scope but are unable to continue as the issue now falls on the fact the home owner does not have proper insurance to resolve his claim.

  Customer Answer

  Date: 07/11/2022

   
  Complaint: 17428054
  
  I am rejecting this response because: ************ was paid in full for the solar system and never kept the system in operation and went around prioritizing the objective of getting the system to function for the past 2 going on 3 years.  Other Solar companies would never allow this occurrence to happen so Tron Solar is not a company to deal business with that can keep Solar operational which I have been requesting the refund of what was purchased on the system and have them take down an unsecured uselessness system sitting on my roof.  In return, they want homeowners or I to pay for their bad business with Solar.
  
  Sincerely,
  
  ***************