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:02/18/2025

  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.

  Solar was put on in August I was promised that the solar panels would produce more on the power to I would pay only $200 bill a month or less lying i9 pain 600 plus a month the average normal Bill they're only given me 3% of the solar panel I'm produced solar on front producing I need an explanation of why I need them to fix it and they're not doing it they're blaming it I'll teach me because I'm on a grid

  Business Response

  Date: 02/18/2025

  We will be having someone reach out to you here  in the next 24 to 48 hours. 

  Business Response

  Date: 02/21/2025

  To whom it may concern, 

  I have personally made attempts to reach out to the customer to address their grievances with ******************** but I have as yet been unable to get in touch with them. I have left voicemails, texts and emails at all the contact information we have on file for them. Is there perhaps additional contact information that we may be missing for this customer? Anything you can provide to us will be greatly appreciated in our efforts to seek a resolution with the homeowner. 

  I will be continuing to reach out to the homeowner and their family and will keep the Better Business Bureau abreast of any advancements or progress we make in reaching a satisfactory end to the matter at hand. 

  Thank you very much!

  -Esper

• Initial Complaint

  Date:02/13/2025

  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.

  We set up a Solar Installation with Bright Ops. The system has not been correctly installed and the company will not prepare a work order to have the work correctly completed. They are charging us the monthly agreed upon amount which we pay, however, we continue to get bills from *** because the system has not been correctly installed. We continue to attempt to get the company to correct this and we are stalled with out resolution. I am sending copies of conversations between myself and Bright Ops showing their acceptance of the incorrect install and their lack of taking care of the problem.

  Business Response

  Date: 02/13/2025

  Hey ******, 
  
  I'm sorry your experience with your solar system has been frustrating so far. I'm going to look over the document you sent in, and look through your account with us as well to dive deeper into the issues you're experiencing. I'll reach out to you by tomorrow afternoon with more information, and I'll work with you to address all your concerns. 

  -Trev

  Customer Answer

  Date: 02/20/2025

  Bright Ops responded but again wanted us to re-open a ticket for the repair.  I was able to speak with a Battery Expert and a ticket was opened, ticket # ****** in which the expert agreed that the refrigerator should have been a part of the install, and the information would be submitted for review for possible repair.  I was suppose to hear from the company the next day with a date for an onsite visit and have heard nothing.  I do not want the BBB to close this complaint at this time as we are still awaiting to hear about a prospective date for repair.

   

• Initial Complaint

  Date:02/10/2025

  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.

  DO NOT GO THROUGH SUNRUN OR BRIGHTPLANET FOR SOLAR. I installed my solar system back in November and its been an absolute nightmare. If I could go back and never purchase the system, I would 100%. The customer service is terrible. The people are nice but you just get the runaround. My system hasnt been working since the middle of December, and they still have not been out to fix it. I cant believe I am having to leave this review, but Ive been getting the runaround for a month now so I have no other choice. Dont buy your solar from a 3rd party. I didnt realize what I was doing, but BrightPlanet is a separate company from 3rd party. I thought it was just one company. So now Im having to talk with two different companies and they are both placing the blame on each other. I pray this will get resolved one day.

  Business Response

  Date: 02/10/2025

  *** *****, 

  You are correct there is an error regarding 1 of the inverters on your system. I have contacted the ** in your area and discussed your account. We will be calling you to schedule a visit and if needed swap out the components to get this up and running asap. 

  Customer Answer

  Date: 02/12/2025

  
  Complaint: ********
  
  I am rejecting this response because: I still have not received a call to schedule my repairs. 
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 02/12/2025

  Hello, 
  
  I will follow up with the field team immediately and make sure this is resolved asap. 
  
  -Trev

• Initial Complaint

  Date:02/04/2025

  Type:Order 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.

  Had a sales rep come out to my home and basically lied about every aspect of the installation. First lie was that I could cancel at any time, this is not true. Second lie was that he worked directly for ******, again not true (didn't find this out until recently when I contacted ******). Basically, been in a contract since last year and was guaranteed that this was a one day install (again lie), I have had multiple technicians come out and only work a few hours and then not complete the install. They did not thing but damage my house and fill in the hole on a wood siding with silicone. Been promised multiple times they would fix this. They also left off trim on my house right below the electrical panel. Fast forward, when they cut over to the box they installed one of my HVAC units stopped producing heat and will not shut off unless I flip the breaker. They sent a tech out to look at it and him and his partner told me one thing but then tried to say that it was a pre-existing condition. Mind you I am a ****** parent and my home is constantly being inspected (monthly) so they would have said something to me about it but they have not. They informed me that I have to pay for the fixing of something they did because they don't have a licensed HVAC individual. They have made multiple promises to me about contacting me back and never do (again lie). This is by far the worst company I have ever dealt with when it comes to unethical sales and representation. Furthermore, my so called final inspection was set but had to cancel due to some issues with the inspector and the job would have failed inspection anyways. I have tried to deal with this company and nothing just lies upon lies.

  Business Response

  Date: 02/04/2025

  Thank you for reaching out to us. Please give us 24 to 48 hours to reach out to you and respond directly. 

   

  Thanks, 

• Initial Complaint

  Date:01/21/2025

  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.

  Not only did Bright Ops take over two years to put things in order to turn on the power to the panels but every time their guys came over to move the box and the connect the pipe, they broke roof tiles and we expected them to be replaced, of course. This year we took a final look at what they have been putting on the roof and had an independent roofer evaluate it. You can see in the photos that they placed all kinds of mismatched tiles on the roof. They do not match our tiles. The independent roofer explained that they do not fit each other (like a puzzle) and that the roof will eventually leak (no time frame discussed). While our tiles may be hard to obtain, it is not impossible (according to the roofer). If they do not want to put in the effort to replace them with the correct type, we suggested replacing the roof with a non-tile type and removing the panels to get this work done, at their expense since they have damaged so many and distressed my mom so very much and for three years now. There are still broken and cracked tiles to be replaced. I explained and requested this but they consider the job done and do not agree to changing the roof and obviously they do not invest the effort of finding the correct tiles or replacing them without braking more.

  Business Response

  Date: 01/21/2025

  "We appreciate you reaching out about this issue. And we feel we have done our best to resolve your concerns with the leak and repairs. The home in question here has very old tiles that are no longer in production, and we did our best to source materials that will work with the product currently installed on the roof. Our roofing contractor is confident in the repairs and your home penetration warranty is in place should there be a leak from our solar system. We will not be replacing the whole roof at this time as it is far beyond the scope of the agreement, and is more of a maintenance issue that the homeowner would need to address. "

• Initial Complaint

  Date:01/14/2025

  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.

  What was supposed to be a straightforward installation, promised to be completed in September 2024, has turned into an endless cycle of incompetence and excuses. We were told Bright Ops is the best in the business and that they care about their customers, WRONG. Each time your Install team visits, they claim to have discovered a new issue, only to leave the job unfinished and the situation worse than before. Teams sent on different days have different beliefs of what will pass our county's inspection, leading to time wasted doing unnecessary work and redoing unnecessary work. This repeated failure to complete the installation is not only unprofessional but also disrespectful to the time and trust we have placed in your ********** date, we have seen no meaningful progressonly escalating delays, excuses, and inconvenience. This is absolutely unacceptable. We have been more than patient, but our patience has run out. Your companys inability to fulfill its commitments reflects a lack of competence and ******************* are some instances of incompetence: 1. We failed inspection after the initial install in September 2024 because our batteries were too close together. They came and moved them in December 2024 to be "up-to-code". Then in January 2025 they tell us that their previous work was also not up to code, that they need to move the batteries again, and that there's not enough space on our wall to install the batteries on anyway. Why wasn't this planned out properly during the site surveys, during the drafting of the initial design, or any other time before the installation began? 2. Each month they visit (yes, monthly), the Install team tells us there's a new fault that they have found with the equipment. It started with faults on two batteries, then they found an inverter fault, then a cellular modem fault, and then they came and told us they need to move the batteries again. So now our stucco has several holes in it, and we still have active faults.

  Business Response

  Date: 01/14/2025

  Thanks for bringing this to my attention. I will be looking into your account and get this back on track asap and be reaching out to you soon. 

  Customer Answer

  Date: 01/14/2025

  
  Complaint: ********
  
  I am rejecting this response because that is what we have been consistently told since November 2024 when we were initially told to reach out to Bright Ops directly. We were told by our salesperson that "sometimes when they hear from homeowners directly, they are able to take it more seriously and speed things up."

  We are now going through the motions of filing with the California Attorney General. I'm no longer going to sit and wait for someone to contact me. We have BEEN waiting for someone to reach out. They never do (sometimes they allege that they do but it's hard to prove because there's no voicemail left). I am seeking compensation for the time lost as we've been waiting. 

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

  Business Response

  Date: 01/21/2025

  ******, 

  You are free to reject the response, but I have been in contact with you on the 15th and informed you that we are waiting on approvals from the ****************************** on the placement of your batteries. We were told that it can take up to 10 business days to respond. As soon as we have something I will be sending it to you. You are of course welcome to make a complaint with the AGs office, but this is getting resolved and it should be taken care of soon. 

• Initial Complaint

  Date:11/25/2024

  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.

  We had a critter guard installed by bright ops/bright planet on our solar panes. They immediately were proven to be ill fitting and pigeons still housed beneath them creating many issues. I called the company to start a repair request in September. We were told any and all maintenance was covered. They basically tried to not help us, but I sent photo and video evidence of how bad their work was and they agreed to come out. When they came out, techs immediately said it was done wrong by their own previous tech, and he was probably too scared to work in the steep area. At this point our guard is completely detached and flapping in the wind. They told us they need a boom lift to properly and safely work at that angle and would schedule another appt. Today I received an email saying I need to pay for that appt for debris which there were absolutely none, and for them to fix it at a future appt Ill need to pay another almost $500!!! This is unfair as they didnt properly do the work in July of this year! And to charge me for an appt by claiming bogus debris is criminal.

  Business Response

  Date: 11/26/2024

  I will be happy to follow up on this for you this morning.

  The maintenance in your agreement with EVB is the maintenance on your system and in regards to its performance, this does not include adders like critter guards. However because it did come off we are happy to make the repairs, but when you schedule a service and we have to reschedule because of issues like debri in the way we charge for that additional trip fee. Our employees need a safe place to set up equipment and work especially on elevated areas to avoid injury so the homeowner is required to give us clearances needed to do the work safely. 

  I will be in touch today. 

  Thanks

  Customer Answer

  Date: 11/26/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  there is absolutely no debris in the way. Your company installed the critter guards by accessing the front lower level of our house. It is the ONLY way theyve ever gone up on our roof and it is safe and completely clear of any debris or obstructions. If your were to need additional access from another area of our yard (where we have a carport) that should have been made clear prior to the first appointment, and we gladly would move it in the future and your techs and company schedulers agreed that would be a fine alternative to renting a boom lift. It is not our fault that your techs want to approach access from a different location than theyve ever used and didnt need to use last time they installed. An independent critter guard company came out to look as a second opinion and said access from the side yard is not necessary and a true professional would be able to complete the critter guard without it, and your company is notorious for scamming consumers by finding reasons such as this excuse to charge for wasted visits. Your techs did absolute nothing but look around- they fixed nothing,so I will not pay a dime for their last visit out here.  Can I charge your company for the debris your techs left on my roof and yard after solar panel install- such as water bottles, nails and packaging? That would be fair. We have photo evidence of that as well. Bottom line is your company did a poor job on the critter guard and youre looking for any excuse to charge us for your errors, and we will not pay anything.
  
  Sincerely,
  
  ****** **********

  Business Response

  Date: 11/26/2024

  Thanks for reaching out again. I will be calling you later this morning to talk about this situation. 

• Initial Complaint

  Date:11/18/2024

  Type:Order 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.

  Brightops salesperson, **** ********** (aka ******** ********) both with phone number ************, under CALB #CA1020761, and HIS Registration number ****** inspected our home on 5-17-2024 located at ****************************************, and "sold" us a 25-year leased solar contract program. Our home currently has a 100amp main service and two interior sub panels located at either ends of the home. These were both inspected and photographed on no less than 5 occasions as part of the installation process. The panels and electronic equipment were installed on June 7, 2024. No electrical connections were made. This was scheduled for June 19, 2024. Upon arrival, the electrician advised that due to our sub-panels being located within the house (master bedroom closet) and garage, our walls would have to be cut open and wiring would be rerouted to a new breaker panel adjacent to the solar inverter. I said this was unacceptable and stopped the project. The salesperson's solution was to upgrade the main service to 200amps to avoid interior alterations. I accepted to this solution and agreed to move ****. After several months of waiting for PG&E scheduling and permits, the final appointment was scheduled for October 30, 2024. On October 30, a different electrician arrived to perform the main panel upgrade and connect the service. Before PG&E arrived to disconnect the service, the electrician questioned why he was upgrading from a 100amp to 125amp panel. I stopped the service and called the salesperson who claimed he knew nothing of the change. I requested the contract be terminated and the equipment be removed for breach of contract and no confidence in Brightops. All calls, text messages and emails to Brightops have gone unanswered to date.

  Business Response

  Date: 11/18/2024

  Thanks for reaching out, one of our agents will be giving you a call in the next 24 to 48 hours. 

• Initial Complaint

  Date:11/14/2024

  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.

  We had solar put on our first home in June 2024. We have since bought a second home, installed solar and it being commission on our second home, now in escrow for a month on our first home. it is November 12th. We have had to push back our closing date 3 times because of their poor communication, unprofessionalism and incompetency to completing this PTO. They are pawning off responsibility to the next tech and the company has been to our first home over 25 times now. First issue being an installation issue, then the battery, then technical issues. They dont communicate and have to start the process all over again. Their lack of reliability and horrible customer service will ultimately hold us up from selling our home.

  Business Response

  Date: 11/14/2024

  Thank you for reaching out. We will have someone reach out to your directly here in the next 24 to 48 hours as we research your account. 

  Customer Answer

  Date: 11/18/2024

  Since this company has taken this long to get their end settled it has pushed back our closing date and we are now having to pay $150/day that this has gone past that date. In order to not lose more money or even lose our seller this should be taken care of by the company as well.  Id like to reiterate this has been since June. The amount of times a technician has been to our home is extremely excessive.

  Customer Answer

  Date: 11/18/2024

  
  Complaint: ********
  
  I am rejecting this response because there has been incurred financial burdens since their last response to ensure that we keep our buyers that I feel your company should pay. 
  
  Sincerely,
  
  ******** ******

  Business Response

  Date: 11/18/2024

  We are sorry you feel that way, however you are not being charged for anything right now until your service it turned on. We will still be reaching out and working with you to get your system turned on. 

  Customer Answer

  Date: 11/21/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  After 6 months of waiting for this company to figure out the battery situation, figuring out the inverter problem, , updating systems, etc, having a handful of trouble shooting and different techs coming to figure out whats wrong, this has held up our closing by a week. This company has put us in a position that now, the lienholder (Everbright) is backed up against a wall because of how long BrightOps has taken to PTO our system. The fees Im talking about that should be the brightops responsibility is what we are having to pay our buyers of our house a daily fee bc we are late with our closing. We are essentially paying our buyers to wait so we dont lose them and fall out of escrow again because of this companys inability to finish on time. 6 months of pushing us off is unacceptable. There was no urgency when we were living there for the 4 months. 
  
  Sincerely,
  
  ******** ******

  Business Response

  Date: 11/22/2024

  We are sorry you feel this way, but this is a construction project so timelines can very. We spoke with ***** yesterday, and EVB is working with you on the Transfer now that your system is in service. 

  We wish you the best and good luck. 

• Initial Complaint

  Date:10/23/2024

  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.

  This company Bright Ops contracted employees to install solar panels on my home. During the process of installing the solar panels, they damaged my roof and subsequently rain water damaged my interior ceiling and walls. I got an estimate from a contractor to repair the damage to the interior of my home. Bright Ops refuses to pay for these repairs, stating that their employees can perform these repairs. I have no confidence in their employees, as they created this damage. I have requested that they authorize these repairs several times and they have refused to authorize the repairs to the interior of my home. They hire shoddy workman and refuse to have qualified contractor to make the repairs.

  Business Response

  Date: 10/23/2024

  Thank you for bringing this to our attention, we will be having someone reach out to you about this matter here within the next 48 hours. 

   

   

  Customer Answer

  Date: 10/30/2024

  This company reached out to me to authorize repair payment to my contractor. They requested that I send them the repair bill via email.