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:10/29/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have contacted the maintainer Numerous times regarding notifications received from Emphase. The notification states : there is a issue with your gateway meter measurements. Contact Your maintainer for help Shinnova solar ###-###-#### When I call I get a voice mail and Leave a message but no one calls back. I also have a status error. I called Enphase who said I need an installer to come Out to check meters. I explained Shinnova was not responding to my calls.

  Business Response

  Date: 11/11/2024

  We are aware of the problem and are actively trying to find a solution. Our first notification was on October 29. We had telephone contact with Mr ****** on Nov 5. He is aware of our efforts to mitigate the problem. We have not received prior correspondence from you (BBB) so the 2nd notice designation is a surprise to us. We will rectify the situation as soon as possible.

  *** ***, CFO

  Shinnova Solar

  Business Response

  Date: 12/06/2024

  Customer is happy and has had problem solved. I thought we had notified you. Shinnova and Enphase have both spoke with customer.

  Customer Answer

  Date: 12/06/2024

   
  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

  Date:09/28/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased Shinnova Solar panels in 2020 for $33,000. COVID hit and they did not get installed until 2021. It was working fine until December 2021. I was the one who had to get all the documents to prove their equipment was not working, as I called and asked what was going on. I submitted proof from *********** showing what I had paid. The compensation I am requesting is 2600, the amount I had to pay while it was not working. They offered me a paltry 691.00. They are calculating by output. I am calculating what I paid. Please help me with this negotiation.

  Business Response

  Date: 10/12/2023

  Tell us why here..****** ******* system stopped reporting in Dec 2022. This was due to the cellular monitoring not reporting the production data to the cloud.   This means that the system was still producing solar power. It continued to do so until June of 2023.  At this point the customer informed us that her system wasn't working on August 7, 2023. We performed a service call on August 17.  At that time we submitted a replacement request to ***(the manufacturer) in order to replace her inverter.  The inverter was replaced on September 23, 2023.  At that time, before we switched out the inverter, we were able to get readings of what her system was producing. 
  
  
  Her system was expected to produce 10,744 kWh per year. Shinnova has a production guarantee that it will produce 90% of that or we will pay the kWh difference. This means we would cover any difference  up to 9670 kWh. After looking at the inverter, we took screenshots of what production was for the prior 12 month period and it was as follows:
  Aug - 1046
  Sept - 788
  Oct - 305
  Nov - 405
  Dec - 712
  Jan - 726
  
  Feb -  913
  Mar - 417
  Apr - 347
  May - 119
  Jun - 0
  Jul - 0
  Total - 5778
  
  
  This for the annual basis left a miss in production of 3,892 kWh. We are responsible for that compensation as her system did not hit her production guarantee.  As per her utility bill she provided at time of sale,  her kWh rate was $0.0976 per kWh. Multiply this by how many kWh she was down over the past year (3892) and we get a total dollar amount of $379.86. We looked further and noticed there was more missing production during the months of August and September while she was waiting to have her inverter replaced, so we added a month and a half of loan payments to the total, bringing our offering to $691 dollars. 
  
  
  On September 27th, our Service Team also tried to have a production review with the homeowner.  When we phoned the homeowner it went to voicemail.  When ***** was emailed the findings, ***** stated that the Spreadsheet we sent wasn't enough.  We did reach out again by phone to try to explain the issues with her system and to explain reporting vs production with her and she would not accept the answer.  She then told our Service Team she was going to contact an attorney. We instruct our teams that if someone threatens litigation, we are to stop all communication and let the legal teams handle the arbitration processes as set forth in our contract. 
  
  
  
  In summary, *****s system was supposed to produce 10774 kWh. Our production guarantee is 90% of that number 9670 kWh.  Her system over the past 12 months produced 5,778 kWh. The difference in that loss of production is 3892 kWh.  We pay the cost per kilowatt that the  electric company charges which in this case was $0.0976/kWh.  We offered to pay over the production guarantee of $379.86 and offered $691.  This is more than fair seeing that we are offering nearly double what she is being charged by her utility on a per kWh basis.
  
  

  Customer Answer

  Date: 10/12/2023

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