ComplaintsforPosiGen, Inc.

• Initial Complaint

  09/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Despite repeated requests, PosiGen has failed to provide proof of my panels' generation during the term of my solar panels' lease. My solar panels were installed on 5/31/22, and I was first billed by PosiGen in January 2023. However, **** says their records show that my panels are connected to the grid but have never produced electricity. I have received neither credit for my panels' generation nor a credit based on the contract's Savings Guarantee. I have paid $778.89 to PosiGen but received no financial benefit.Within the first 12 months of my panels' installation, I was concerned that my bill was not being adjusted, but PECO said net metering could take several months to affect bills.On 5/22/24, I called PosiGen, requesting access to the Savings Portal. I followed up on 5/24 & 6/26. In June, staff said my account was in neither Locus nor SolarEdge. She submitted a Communication Configuration Case & asked me to send three recent PECO bills for a savings analysis. I did.I spoke with PosiGen again on 7/3, 18, and 26.On 8/6, PECO said their systems show that net metering is working but the panels had generated nothing. However, they would credit me for whatever PosiGen says the panels generated.On 8/8, Posigen staff confirmed that he could see my panels' generation but could only access a certain number of months. He requested a full statement of production within 2 days.I followed up on 8/13, 16, and 22. On 8/29, staff said all records of my panels' generation prior to the transfer had been discarded.According to staff, PosiGen discarded all records of my panels' generation after months of complaints that I had never been credited, that PECO said records showed the panels were not generating, & that I didnt believe my panels were working. Although staff could see my panels' records on 8/8 when a statement was requested, I'm now told that PosiGen has discarded those records.I would like a statement of my panels production from 5/31/22-7/19/2024.

  

  Business response

  09/16/2024

  We have received your recent complaint via BBB and have initiated the process to address it promptly. Your feedback helps us improve our services and ensure your satisfaction.
  

  Our dedicated team will review your case and reach out to you within the next 24 hours to discuss and provide updates on the progress. We are committed to finding a solution that meets your expectations.
  

  Thank you for your patience during this process. We genuinely value your feedback and your business, and we are fully focused on addressing your concerns.
  

  We appreciate your trust in PosiGen and look forward to resolving this matter to your satisfaction.
  If you have questions or concerns, please contact our customer care team at ************* or *********************************** and an account manager will schedule a call to review.
  

  
  

• Initial Complaint

  09/10/2024

  Complaint Type:

  Facilities Issues

  Status:

  Answered

  More info

  Posigen abandoned solar panels on a property I purchased, installation was never completed. I never had a contract or lease with them. They showed up to my home unannounced after I purchased the home, and two technicians entered by backyard and started to remove them from my home without speaking to me. I happened to be home sick in bed. I was startled to hear voices in my yard and ladders being set up against my home. I went outside to find posigen trespassing on my property, I asked them to leave as they were trespassing. They had the office call me and I also told them that they had workers trespassing on the property and they needed to leave. Despite this they remained on the property for over an hour, while their office called me multiple times to argue with me that I should let them continue. They did eventually leave. They have called me many times to remove the panels. I have told them many times to stop calling me, and I have told them many times they do not have permission to be on my property. I spoke to them again today, and they again indicated they plan on coming to the property. I want Posigen to cease and desist all contact with me and to stay off my property. I have no contract with posigen. I have many valid concerns about the removal process. The panels and equipment are secured to the home and will leave behind holes in the structure. The removal process can damage my property and I do not want to be stuck chasing this company for compensation. I have had extensive dealings with this company and it is clear it is unorganized and poorly managed. This is clearly reflected in the reviews on BBB and online along with many complaints about the work and water damage to properties they worked on. I do not want this company contacting me or trespassing on my property. I would speak to an attorney representing posigen in good faith to work towards a resolution but I won't work with them directly. I don't trust the company.

  

  Business response

  09/11/2024

  We have received your recent complaint via BBB and have initiated the process to address it promptly. Your feedback helps us improve our services and ensure your satisfaction.

  Our dedicated team will review your case and reach out to you within the next 24 hours to discuss and provide updates on the progress. We are committed to finding a solution that meets your expectations.
  Thank you for your patience during this process. We genuinely value your feedback and your business, and we are fully focused on addressing your concerns.

  We appreciate your trust in PosiGen and look forward to resolving this matter to your satisfaction.
  If you have questions or concerns, please contact our customer care team at ************* or *********************************** and an account manager will schedule a call to review.

  Thank you,
  
  
  ***** J. ******, ************* Resolution Specialist
  ************* **********************************
  PosiGen Solar and Energy Efficiency ******************************
  *****************************************************

  Customer response

  09/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
    ***************** cease all contact with, offering to contact with me is not a resolution.
  
  Regards,
  
  **** ****
  
   
  

• Initial Complaint

  09/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I contacted Posigen February 1, 2023 to provide solar panels for my home and business. The solar panels were put on my house in 2023. This took several months. Hoping to expedite the process, since both house are next to each other. I spoke to them about my other house, with the promise that they would be both activated at the same time. I was told that they were activated, however they were unable to tell me how much was being generated and my bills remained the same without any credit. I contacted Entergy to find out what was the problem, they informed me that Posigen had failed to get the necessary equipment installed before they installed the solar panels. I have reached out numerous suppling my Entergy invoices that show no credit. They are unresponsive, failing to answer any of my emails. They continue to try and charge me, although they have not fulfilled the contract. At this point, I would like them to remove the panels.

  

  Business response

  09/09/2024

  We have received your recent complaint via BBB and have initiated the process to address it promptly. Your feedback helps us improve our services and ensure your satisfaction.
  
  Our dedicated team will review your case and reach out to you within the next 24 hours to discuss and provide updates on the progress. We are committed to finding a solution that meets your expectations.
  Thank you for your patience during this process. We genuinely value your feedback and your business, and we are fully focused on addressing your concerns.
  

  We appreciate your trust in PosiGen and look forward to resolving this matter to your satisfaction.
  If you have questions or concerns, please contact our customer care team at ************* or ********************************* and an account manager will schedule a call to review.

  Customer response

  09/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  I have reached out and spoken to numerous representatives. I have provided all the information they have requested, to no avail.

  I have requested that they communicate through email, in order to document our conversations. They will not communicate that way. 

  In my complaint, I stated that they installed the solar panels before they had the proper equipment from Entergy. Entergy stated that that equipment should have been installed prior Posigen attached their equipment. 

  This has been going on for almost 1.5 years now. I am not confident that would provide any service if the units failed. Additionally, they told me that they are unable to read how much electricity is produced. 

  They continue to harass me with invoices for service they have not provided. 

  Regards,

  
  *******************
  
   

  
  

  

  Business response

  09/10/2024

  If possible may we get Mr. ******** to provide us with his utility bills over the last 90 days please. He may send them to *********************************** Thanks

• Initial Complaint

  09/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Lies and misleading services. I was promised lower entergy bills, which was a lie...communication was impossible although I reached out several times, promised calls back which never happened! Disgust and disappointment is all that I received until I stopped paying..then threats and harassment is what I get now! Still no resolution..just demands for more money...I can not speak about all solar companies ..I can just say, if you want solar, Do Not Use PosiGen!!!! Do not suffer the same theft and lies I have been through. PosiGen is not a company you want to do business with!!! They are an absolute SCAM!!!!!

  

  Business response

  09/16/2024

  As we spoke earlier this week. Posigen's offer to adjust payment on your account are still withstanding. 

  If you have any questions or concerns please give us a call at ************.

• Initial Complaint

  09/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am extremely dissatisfied with the service provided by Posigen solar. My solar panels have not been working for months. After multiple attempts to fix the issue, a competent technician finally came out to inspect the problem (August 21st). To my dismay, he informed me that the panels were disconnected and that another work ticket would need to be placed to fix the issue. The issue could have been escalated earlier this year (June 17th) but the technician stated he would not check the connections due to my dogs being outside (our electrical box and inverter are outside the fence). Furthermore, in the 6 years of having Posigens service, I have not seen any decrease with utility bill despite what their client portal states (which was also frustrating to gain access to). This lack of communication and ongoing issues with the panels have left me feeling frustrated and regretful for choosing Posigen as my solar provider. I would not recommend their services to anyone looking for reliable and efficient solar energy solutions.

  

  Business response

  09/03/2024

  We have received your recent complaint via BBB and have initiated the process to address it promptly. Your feedback helps us improve our services and ensure your satisfaction.

  
  To expedite the resolution process, please send an email to *********************************** including all relevant information about your complaint including service address, billing name, and detail regarding the issue. This will help our Customer Solution Team to better understand the situation and work towards a swift and satisfactory resolution.

  
  Our dedicated team will review your case and reach out to you within the next 24 hours to discuss and provide updates on the progress. We are committed to finding a solution that meets your expectations.
  Thank you for your patience during this process. We genuinely value your feedback and your business, and we are fully focused on addressing your concerns.

  
  We appreciate your trust in PosiGen and look forward to resolving this matter to your satisfaction.
  If you have questions or concerns, please contact our customer care team at ************* or *********************************** and an account manager will schedule a call to review.
  
  Truly, 
  

   

  ***** J. ******, ************* Resolution Specialist
  ************* **********************************
  PosiGen Solar and Energy Efficiency ******************************
  *****************************************************

  
  

  Customer response

  09/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I have attached my response to ***** at Posigen. I am currently waiting on a response from him regarding my email and a review of my account. 
  
  Regards,
  
  **** ****
  
   
  

  

  Business response

  09/10/2024

  A site inspection of your system has been scheduled for 9/17/2024. In regards to the credits on your Entergy bill not matching is due to Entergy only having your sellback listed on their billing. Meaning only the Solar Kwh generated that is not consumed by the customer is sold back as a credit. The production in your portal is the full generation. *******'s sellback is the leftover Kwh. This is basic information that lives with our customer care department. If you have those forms of questions the best plan of action would be to contact us at ************. Thanks. 

  Customer response

  09/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  ***** has not responded to my email directly dispite his multiple attempts to contact us when the complaint was first made. The response through the BBB is the only response received regarding my email showing the Entergy bills. ***** has also not tried to call to clarify or help understand anything with the Entergy bills. The response does not make since given we have been told the systems are not generating full power and need to be fixed. Posigens only communication has been to reschedule their service request due to weather (9/6 & 9/11 service dates). I find it hard to believe 2 people consume all of the energy produced + an additional $300-$400 worth of energy a month while having energy efficient windows, insulation, etc. It is becoming clear to me Posigen is more worried about their reviews than their actual customers. The customer portal is NOT user friendly, it take 2 separate logins to even see any information and at that point it is bare minimum.
  If ***** would like to discuss more I would now feel more comfortable discussing though this BBB portal as it seems Posigen only responds if their reputation is on the line. 
  
  Regards,
  
  **** ****
  
   
  

  

  Business response

  09/16/2024

  We have received your recent complaint via BBB and have initiated the process to address it promptly. Your feedback helps us improve our services and ensure your satisfaction.
  
  Our dedicated team will review your case and reach out to you within the next 24 hours to discuss and provide updates on the progress. We are committed to finding a solution that meets your expectations.
  
  Thank you for your patience during this process. We genuinely value your feedback and your business, and we are fully focused on addressing your concerns.
  
  We appreciate your trust in PosiGen and look forward to resolving this matter to your satisfaction.
  If you have questions or concerns, please contact our customer care team at ************* or *********************************** and an account manager will schedule a call to review.

• Initial Complaint

  09/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On 08/15/24, I received a solar energy proposal from an employee of PosiGen. After a virtual consultation during which time I provided my electrical bill information I was quoted for a solar system and signed a document via email. A couple of days letter, I received a call from the company's employee stating that there was an issue with the account and a new Docusign would be emailed to me. Once I received the Docusign my monthly bill was increased by $20 for an extra ***** on the total amount of the solar panel lease. I was given conflicting information about the increase. One reasoning was that I did not meet the income guidelines, although I know they do not have access to my income information nor did I provide any income information. After explain this to the company's employee, I was told it was a system error which quoted me the lower amount. I was the. Given a ***** savings option if I signed corrected Docusign. I haven't signed the corrected Docusign, and I'm seeking the BBB's help in resolving this matter. PosiGen also replicated this practice with a referral I made to the company. The referral was given a quote and signed a contract a week after I did. And suddenly received the a corrected Docusign with a substantial increase. PosiGen does not seem like a transparent trust worthy company.

  

  Business response

  09/03/2024

  
  
  
  
                                                                          September 3, 2024

  (Better Business Bureau)

  Dear *********************************
  We have received your recent complaint via BBB and have initiated the process to address it promptly. Your feedback helps us improve our services and ensure your satisfaction.
  To expedite the resolution process, please send an email to ********************************* including all relevant information about your complaint including service address, billing name, and detail regarding the issue. This will help our Customer Solution Team to better understand the situation and work towards a swift and satisfactory resolution.
  Our dedicated team will review your case and reach out to you within the next 24 hours to discuss and provide updates on the progress. We are committed to finding a solution that meets your expectations.
  Thank you for your patience during this process. We genuinely value your feedback and your business, and we are fully focused on addressing your concerns.
  We appreciate your trust in PosiGen and look forward to resolving this matter to your satisfaction.
  If you have questions or concerns, please contact our customer care team at ************* or email ********************************* and an account manager will schedule a call to review.
  
  Truly, 

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

  Customer response

  09/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

  this reply is asking me to reach out to the company with my complaint. I have provided the BBB with all the information necessary for PosiGen to respond with a resolution. I should not have to file another complaint with PosiGen, as they have the original. 
  
  Regards,
  
  *********************************
  
   

  
  

  

  Business response

  09/04/2024

  Spoke to ************************* and we have come to a tentative agreement.  Case should close in a day or two

• Initial Complaint

  09/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I never received a welcome call, cant see my usage (no app, no info in website), my pseg bill is still high. My contract include a kWh number that isnt close to the usage we had with pseg and we feel Like we were misled and are very unhappy. No one ever calls back or ***lies to emails. The sales *** assured us that our experience would be so great and its been terrible. We never knew we were going into a *** contract and it took almost a year for us to get our service installed. We started this process in Aug of 23 and didnt have service until April 24. We are very unhappy and hate we decided to go with this company. Oh and you guys reap the benefits of this entire contract and we get nothing because we are now paying you and pseg. What savings is that. I would like for Posigen to return my phone calls and respond to emails. I would like Posigen to correctly assess my usage and make adjustments to the solar panel amount needed for me to see a savings. I would like for Posigen held accountable for misleading any other person, as I am sure this is not the only and first complaint of issue.

  

  Business response

  09/03/2024

  We have received your recent complaint via BBB and have initiated the process to address it promptly. Your feedback helps us improve our services and ensure your satisfaction.

  
  To expedite the resolution process, please send an email to *********************************** including all relevant information about your complaint including service address, billing name, and detail regarding the issue. This will help our Customer Solution Team to better understand the situation and work towards a swift and satisfactory resolution.

  
  Our dedicated team will review your case and reach out to you within the next 24 hours to discuss and provide updates on the progress. We are committed to finding a solution that meets your expectations.
  Thank you for your patience during this process. We genuinely value your feedback and your business, and we are fully focused on addressing your concerns.

  
  We appreciate your trust in PosiGen and look forward to resolving this matter to your satisfaction.
  If you have questions or concerns, please contact our customer care team at ************* or *********************************** and an account manager will schedule a call to review.
  
  Truly, 
  

  ***** J. ******, ************* Resolution Specialist
  ************* **********************************
  PosiGen Solar and Energy Efficiency ******************************
  *****************************************************
  

  Customer response

  09/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  Alteric ********
  
    I am not satisfied with the response. I was told by ***** that a salesperson would visit my residence on 8/5 to go over my options of adding additional panels to rectify the miscalculation that was done on Posigen side of the house. No one showed up at the provided time, when I called back to Posigen I was told the appointment was cancelled, no one could explain why. 
  

  I want this complaint to go further  

  
  

  

  Business response

  09/09/2024

  We have received your recent complaint via BBB and have initiated the process to address it promptly. Your feedback helps us improve our services and ensure your satisfaction.
  
  Our dedicated team will review your case and reach out to you within the next 24 hours to discuss and provide updates on the progress. We are committed to finding a solution that meets your expectations.
  Thank you for your patience during this process. We genuinely value your feedback and your business, and we are fully focused on addressing your concerns.

  
  We appreciate your trust in PosiGen and look forward to resolving this matter to your satisfaction.
  If you have questions or concerns, please contact our customer care team at ************* or *********************************** and an account manager will schedule a call to review.

  Customer response

  09/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  I have not received any communication from the business. 
  

  Do not close this out, as the issue is still unresolved. 
  

  There must be a way to escalate this issue further. If so please advise. 
  Regards,
  
  Alteric ********
  
   

  
  

  

  Business response

  09/18/2024

  I will follow up with Mrs. ******** today 9/28/2024 to inform her roof is not feasible for an additional system. 

• Initial Complaint

  08/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  The amount of money paid to the business. 30 percent down. For a full roof, before the solar panels. Were suppose to be put on my roof. They chose to put them on my old leaking roof. Instead of waiting to put panels on new roof. That I signed for. I called several times. No call back, at all. All I get is. Texts and emails. Asking me to pay balance on a roof. And no work have started on the full roof. I put a down payment on. I'm waiting for answers. And I want my down payment returned. And The panels removed. That they put on my old leaking roof. I contacted, a roofing company. To put a new roof up. Since Posign chosed not to do it. I need the down payment of $2400.00 to get a new roof started. And the panels, be removed,so they don't get damage.

  

  Business response

  08/30/2024

  
                                                                          08/30/2024
  
  
  
  RE: (Better Business Bureau)
  Dear ***********************
  We have received your recent complaint via BBB and have initiated the process to address it promptly. Your feedback helps us improve our services and ensure your satisfaction.
  To expedite the resolution process, please send an email to ********************************* including all relevant information about your complaint including service address, billing name, and detail regarding the issue. This will help our Customer Solution Team to better understand the situation and work towards a swift and satisfactory resolution.
  Our dedicated team will review your case and reach out to you within the next 24 hours to discuss and provide updates on the progress. We are committed to finding a solution that meets your expectations.
  Thank you for your patience during this process. We genuinely value your feedback and your business, and we are fully focused on addressing your concerns.
  We appreciate your trust in PosiGen and look forward to resolving this matter to your satisfaction.
  If you have questions or concerns, please contact our customer care team at ************* or ********************************* and an account manager will schedule a call to review.
  
  Truly, 
  
  *******************

  Customer response

  09/03/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***********************

• Initial Complaint

  08/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My solar system doesnt work. The system shut down since April/May 2024. Called ***** times. Posigen attempted to fix system end of July. It worked for 6 hours and shut off. I call Posigen 2-3 times a week. We are in August now and my system still does not work. Posigen customer service tells me it is scheduling department fault and they cannot do anything but take my call and information. And they are not refunding money. They give me credit. Worse service Ive had with any company for 60 years on this earth.

  

  Business response

  09/04/2024

  Dear *******:
  
  We have received your recent complaint via BBB and have initiated the process to address it promptly. Your feedback helps us improve our services and ensure your satisfaction.
  
  To expedite the resolution process, please send an email to ************************************ including all relevant information about your complaint including service address, billing name, and detail regarding the issue. This will help our Customer Solution Team to better understand the situation and work towards a swift and satisfactory resolution.
  
  Our dedicated team will review your case and reach out to you within the next 24 hours to discuss and provide updates on the progress. We are committed to finding a solution that meets your expectations.
  
  Thank you for your patience during this process. We genuinely value your feedback and your business, and we are fully focused on addressing your concerns.
  
  We appreciate your trust in PosiGen and look forward to resolving this matter to your satisfaction.
  
  If you have questions or concerns, please contact our customer care team at ************* or ************************************ and an account manager will schedule a call to review.

• Initial Complaint

  08/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On July ******* I received a text from the scheduling departing about a technician will be at my house on July *******.I ask why do I need a technician as I didnt call for one.I was informed a generation error has accrued and they need to fix it. Technician shows on July ******* and after over 1.5 hours ( normally it only takes 30mins ) I was told that my panels have been off not generating any power since May 24, 2024 Moving forward l, I was on the phone over 3 times a day everyday for 2 plus weeks trying to get any human to answer why it took someone so long to tell me about the problem In the meanwhile (thinking I was on Solar) received a $750 electric bill which I told PosiGen to reimburse me for not only the lost Solar.During these 6 plus weeks of not working , the tech department has still yet to this day 8/5/2024 to reach out to set up the app Im suppose to have to monitor my own panels. There is no phone numberto contact a live person.All the meanwhile still fighting with any management person I can actually get ahold of to offer reasoning. After 2 plus very long weeks multiple times a day I got little answers but the $750 from them to pay said electric bill. Now I call again during the 4th week of July at some point to ask yet again to have the tech department call me to set up the app I am promised. Come to find out yet again my panels have been off again since July ******* or so, and again no one has contacted me, it always comes down to me calling them asking for things that are rightfully mine due in said contract. We are now at 8/5/2024 yet another 3 weeks of no solar power and have still yet to hear from anyone. Im frustrated at this entire ordeal. I am searching for not only restitution for breach of contract the amount of time, aggression and loss wages. If they cant fix anything and actually make them work for more than 3 days I want the panels removed at Posigens expense and a brand new 50 year roof put on my house at no cost to me

  

  Business response

  08/15/2024

  We have received your recent complaint via BBB and have initiated the process to address it promptly. Your feedback helps us improve our services and ensure your satisfaction.
  
  Our dedicated team will review your case and reach out to you within the next 24 hours to discuss and provide updates on the progress. We are committed to finding a solution that meets your expectations.
  Thank you for your patience during this process. We genuinely value your feedback and your business, and we are fully focused on addressing your concerns.

  
  We appreciate your trust in PosiGen and look forward to resolving this matter to your satisfaction.
  If you have questions or concerns, please contact our customer care team at *************.

  
  

*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. ↩