ComplaintsforMonalee

• Initial Complaint

  07/30/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I am extremely upset. I was asked for a fee of $575 for cancelling our solar. I asked from the start if there were any fees for cancelling and was told no there were not by a representative on a recorded line. This is not true according to the contract. I feel violated as I was given a verbal agreement that were no fees right up until the project was being delivered and was NEVER DIRECTED to the contractual obligations. I would NEVER have signed anything if I had known - this is not ethical.

  Business response

  07/31/2024

  We acknowledge the customer's concern regarding the cancellation fee. As per our policy, the $575 fee is explicitly stated in the signed contract. We regret any miscommunication and have reviewed the recorded conversation to ensure our representatives provide accurate information. We are committed to resolving this matter and have reached out to the customer directly to address their concerns and find an amicable solution.

  Customer response

  08/01/2024

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Made a required fully refundable deposit of $2,000.00 on May 7 2024 for a solar project I was considering doing with *************** **** Within hours I informed them that I did not want to proceed with the project. In fact at the time I informed them they had not yet drawn the money out my account. I was told that the process was already in place and that in fact the $2,000.00 would be drawn from my account. I was also told I was not to worry because they have a fully refundable policy. That refund might take up to 30 days to get back but again rest assured you will get it back. Today is June 28, 2024 and I still have not received. I have made numerous phone calls and left messages with no return call. On June 20th at 4:37 pm CDT I was able to get through at *************** and speak directly to a representative. ****** told me that my file was marked urgent and that I should expect a refund to my checking account no later than ********. Still no refund. I have also sent numerous emails to two separate contacts at ***************. Again nothing.

  Business response

  07/03/2024

  We sincerely apologize for the length of time this has taken. This account had to undergo necessary review and approval in order to process this refund. Monalee is dedicated in communicating to our customers in a timely manner. We have established communication with this customer and have refunded his deposit upon his request. All issues to our knowledge were mutually resolved.

  Customer response

  07/08/2024

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently contracted Monalee for my solar needs. The installation was all completed on April 2nd and my system was turned on by a 3rd party contractor that Monalee worked with. On June 25th, I was informed by the contractor that Monalee failed to pay them and they will have to put a lien on my house! I havent been able to get any answers or confirmation from Monalee on payment and I can only imagine who else they haven't paid. DO NOT work with Monalee. Not only is the price not better, the fact that I will have to potentially get a lawyer to remove a lien that I shouldn't have to deal with is enough of a reason.

  Business response

  07/03/2024

  We deeply appreciate bringing this concern to our attention. We take such matters very seriously and have thoroughly investigated the issue. We are happy to confirm that the payment to the third-party contractor has been completed. We identified a miscommunication that occurred and we have taken steps to ensure that such an oversight does not happen again in the future. Additionally, the lien will not be placed on the clients home. Our priority is to provide our customers with the highest level of service.

• Initial Complaint

  06/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I signed a contract with Monalee Solar on 10/31/2023 as the sales person hurried me claiming that they get get it done (installed) by 12/31/2023 as my main reason was to avail the federal tax credit for 2023. They also took a refundable $1000 deposit. I was also informed that I can back out anytime before I approve the design proposed. They did the site survey on 11/09/2023 and gave me the design only on 12/08/2023 despite me being following up with them multiple times as it was getting delayed and I could see that there is no way they will install it by 12/31/2023.Once I realize they cannot install it in by 12/31/2023, before approving the design I asked them to cancel it as it defeat the purpose but then they informed me I have to pay $575 as cancellation fee as there was a term in 1/40 pages in the contract which says if I cancel after site survey I pay $575 and they don't care what the sales person has advised me. I did not want to loose my money so I asked them to give me some time to think about it and they put this project on hold, I lost my job in January 2024 and told them about it but they refused to refund my $1000 deposit and mentioned that I will only get $425.After 4 months I asked them to move forward with the project and today (6/12/2024) they informed me that this is a flat roof and they will have to charge me $800 more as it cost more, this was known when they proposed the design in November 2023 but they never informed me of any charge.This just feels so wrong and being lied to multiple times that I have lost all motivation to move forward with this company as I really don't know what all they will charge me in future and whether this will ever be complete.I just wish they refund my $1000 deposit and I can be at peace. Pls help.

  Business response

  06/26/2024

  We have acknowledged and addressed the concerns brought up to us by this customer. Though there were some initial delays, we have come to a mutual agreement to move this project forward to completion. Monalee is looking forward to a lasting relationship with this client. A refund at this time is no longer necessary.

  Customer response

  07/01/2024

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I want to get my solar installed asap. The business has provided me assurance that they will refund my money in case any further issues with regard to installation and hoping this will not be needed. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************

• Initial Complaint

  05/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contacted the company to get an estimate on solar and to ask questions about going solar. The salesperson (*******) gave me the price and we discussed finance options. He said there were two options: payments were about $85 a month different. After asking several questions, it sounded like the lower payment had added fees and a higher loan amount. He asked which one I wanted but I said Id need time to think and plan. He said I could always change it but he had to put something down. I chose the lower payment option. On April 9, he reached out by text to say installation would happen soon and he had me down for the lowest interest rate and monthly payment option. I said Id like to explore my other option which he sent indicating $32,265 total at $258/ month. Nowhere was I told I needed to let him know by a certain time what my final choice would be. Eventually the panels were installed and I was contacted by Good Leap, the finance company. They said they had me down for the lower payment but I told them that was not the option I wanted. I wanted the one without added fees and the higher interest rate. They seemed perplexed and said Id need to take that up with *************** which I did by text. They said theyd look into it. ******* texted me that he sent the other option but never heard back. I retorted he never told me I had to. I figured it would be decided when I dealt with the finance company. In the end, they did nothing. Good Leap contacted by email on May 3 to ask about details of the issue which I responded to ASAP. Eventually I spoke to someone on the phone who knew nothing about the situation. I said I wanted to pay it off in full without added fees. I was given a number which as a foreign call center. They sent me the payoff. It was $50k!! So this may end up being another complaint. How does $32k in solar panels become a $50k loan? Something terribly shady and unethical going on. Should be illegal too.

  Business response

  05/24/2024

  Monalee has addressed the concern regarding financing and has attempted to reach an agreement with the customer. All customers working with ******************** have the right to modify their financing options up until the installation of the equipment. A contract is reviewed and signed before any work on the project begins. Although alternative options were presented to the customer, there was no clear indication that they wished to change their financing option before the installation. It is not possible to make any adjustments with the lender after the installation has been completed. Additionally, the loan amount was clearly stated on the first page of their contract which did include origination fees for using the selected financing option. 

  Customer response

  05/28/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [Can *************** provide the specifics of how they addressed my concerns because I do not recall anything. Also, how did they attempt to reach an agreement ?  Specifics, please.
  

  It all seems to come down to their one main point where they say customers have the right to modify the finance term up until the installation. Can they provide any evidence that was ever clarified?  Any?  They merely said it could be modified. No time frame was given that would have informed me it needed done by a certain time. They record their calls so they should be able to provide it if it exists. But it doesnt.  Their whole defense is well, he didnt let us know. At one time before install, as I think I previously stated, the salesman did reach out to let me know install would happen soon and I was down for the lower interest rate.  I asked for the details of the other finance term which he provided.  It was then I knew which direction I wanted.  If it was important the choice be made then, wasnt it negligent for the salesman not to clarify that?  After all, he knew the deadline. I didnt. If I did, I would have texted back. So why didnt he ask and clarify?
  

  Also if it cant be changed post-install, why did Good Leap tell me to contact *************** when I told them I didnt want the lower interest loan with added fees?  I even wrote a statement to them, as they informed me to, indicating much of what I wrote earlier. They sure made it sound like *************** had a choice. Can *************** specify why they decided not to change the loan?  Especially when they failed to provide a customer with adequate information? Whats preventing them from working with Good Leap to change it?]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ***

   

   

  Business response

  06/17/2024

  Monalee has agreed to make an exception in this case and allow the customer to reapply for the loan. This gives the customer the opportunity to choose their preferred financing option with the lender. We are in active communication with the customer and will ensure this matter is fully resolved to their satisfaction.

• Initial Complaint

  05/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had read about poor reviews about the business being slow, especially after signing on as they are very pleasant prior to any business association, and unfortunately, this was exactly my experience as I had paid the deposit and after backing out as was my right ignored my calls and text messages to return my deposit of $1000. I do not recommend doing any business with this company

  Business response

  05/06/2024

  Monalee is dedicated in communicating to our customers in a timely manner. We have established communication with this customer and have refunded his deposit upon his request. All issues to our knowledge were mutually resolved.

• Initial Complaint

  04/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My Father paid $20,000 to MonaLee Solar for installation of solar panels that were not installed. He (my Father) passed away in December and as the executor of his estate I have requested a refund and have been promised a refund on the phone multiple times. I was contacted by ******** on 4/19/24 and promised a full refund which I have yet to receive. I am now not receiving return calls and cannot reach anyone at MonaLee.

  Business response

  05/06/2024

  We sincerely apologize for the length of time this has taken. This account had to undergo necessary review and approval in order to process this refund. Monalee has committed to refunding this in the next 5 business days. We will ensure all other matters are resolved with the customer's daughter.

• Initial Complaint

  03/29/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  About 10 months ago I signed a contract to purchase solar panels from ***************. The transaction was completed on the phone and the sales rep was very helpful and the price was affordable. After about 4 months I still hadnt heard anything about my panels being installed so I started contacting them. Finally the panels were installed, however, it failed inspection. They came out three times to make repairs and have an inspection. The last time was 3 months ago and they still havent finished the job. Because of the contract I signed *** had to start paying on the loan for the panels, even though they are not functioning. When I contact them, they always say they will get back to me. I went into this transaction confident after reading many positive reviews. I have not had a good experience since my panels still arent working after 10 months.

  Business response

  04/04/2024

  Thank you for bringing this matter to our attention. We acknowledge the concerns raised during the most recent inspection and are actively addressing them to ensure compliance with city regulations. We have scheduled these corrections for April 11th and their final inspection on April 12th. We are also keeping the customer informed about the progress of their project and are committed to reaching activation.

• Initial Complaint

  03/24/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I made a deposit of $1030.00 to start the process of getting solar installed on my home. On or about 6/2023. They told me that the full process will take about 6-8 weeks for start to finish. They came out to inspect the property to determine if solar can be added to my home. They told me that the inspection was completed and they were ready to get it started by submitting plans to the city for the permit. After going back and forth with the city, the plans were finally approved in January 2024. I made a deposit for $15,254.30 that was required in order for them to order the solar to be installed. Once I made the deposit, they told me that they needed to do another inspection of the roof. They told me due to the type of roof I had to have part of my roof redone with shingles in order for them to install. They told me they overlooked this when it was initially inspected. I requested that I did not want to proceed due to the additional cost and I wanted a refund. I have sent numerous emails, left messages and called them. They keep giving me the run around I am in the belief that this company is a fraud. I dont understand why everything they do takes so long. They promised it would be completed within 6-8 weeks but after 6 months they tell me it will cost more than $15k from their initial quote.

  Business response

  03/29/2024

  Thank you for bringing this matter to our attention. Upon conducting an additional site walk prior to installation, it was confirmed that the roofing type present is not one we can install on. We acknowledge our failure to confirm this during our initial visit to the customer's home and have since made process changes to prevent such issues in the future. As a result, we had to provide a reroof quote in addition to the original quote in order to install the system on an acceptable roofing type. The client will receive a full refund due to this error. Currently, the refund is undergoing procedural requirements before being processed back to the customer, and we anticipate completing this within the next 10 business days.

  Customer response

  04/10/2024

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************

• Initial Complaint

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Initial purchase and agreement signature 8/15/2023 Install did not take place until 12/7/2023.Permitting was conditionally approved- they did not follow the conditions of the approval (it is attached)They have not secured permission to operate system was installed on 12/4/24 their service level agreement per their tools and documentation states no longer than 6 weeks.

  Business response

  03/18/2024

  Monalee has acknowledge the concerns of the customer and immediately resolved the *** issue. We also have established communication with ***** and are committed to getting his project with us to completion. We are in the last stage of the process awaiting approval from the utility and anticipate activation very soon.

*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. ↩