Complaints

This profile includes complaints for Monalee's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Monalee

  Boston, MA 02210-2641

• 

  Monalee

  5325 Elkhorn Blvd PMB 7028 Sacramento, CA 95842-2526

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:09/20/2024

  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.

  1 .Horrible communication you can never get a person to talk to, you only get a voicemail 2. They so far have no called / no showed 3 times, where my wife has taken time off for instillation 3. They installed 2 broken panels, they didn't say anything and tried to sneak it through inspections, later after finally getting a person on the phone they admitting to knowing broken panels were installed and finally ordered new ones.

  Business Response

  Date: 09/26/2024

  ******************** takes customer concerns very seriously, and we have actively worked to address this customer's issues. We have offered compensation for the days the customer took off work due to missed appointments, which were unintentional and regrettable. Regarding the panels, Monalee was aware of the damage, and replacements were already in progress when the customer contacted us. It is important to note that these panels would have been identified during the final inspection, and we had every intention of replacing them as part of our standard quality assurance process. We remain committed to seeing this project through to completion. 

  Customer Answer

  Date: 09/26/2024

  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. 

  To sit there and say they were being addressed and would have been called out in the final inspection is bogus. I only found out and reached out to **** *** because the inspector called it out. We failed an inspection. Which means **** *** scheduled the final inspection trying to sneak it through and pass at inspection. It failed on 9/17 and 9/24. Even "If" they they said it would be called out on 9/17 why did they try to get it passed on 9/24 without fixing the panels? 
  
  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

  Date: 10/01/2024

  We acknowledge the customer's concerns and want to clarify that we have provided documentation of our communication with the vendor, showing that we reported the broken panels on the day of installation and immediately requested replacements. Our plan has always been to replace the panels on the day of the final inspection to streamline the process and avoid unnecessary trips, ensuring minimal disruption for the customer. **** *** is in active communication with the customer to move the project forward. 

  Customer Answer

  Date: 10/01/2024

  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. 

   

  If this was true, why did they schedule 3 different final inspections on 9.17, 9.20. and on 9.24 if they new about the failed panels and wanting them to get fixed. It makes no sense to continue to schedule final inspections (when you have not fixed the 2 broken panels). They may have tried to order 2 new panels but again where they truly going to install them (if the broken panels snuck through a final inspection)? 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  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,

  ******

   

   

• Initial Complaint

  Date:09/16/2024

  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.

  Hi my name is ****** ******** we gave order with Mr ***** back in March 2024 . He promised that there will be federal rebate for ***** dollars. We never got rebate . We are holding five customers to install **** *** panels. I will ***** until I get federal rebate check.

  Business Response

  Date: 09/20/2024

  **** *** acknowledges the customers concerns regarding the federal tax credit. However, we would like to clarify that **** *** does not guarantee eligibility for the federal tax credit, as clearly stated in our contract: "for eligible homeowners." We encourage all customers to consult with a Certified Public Accountant (CPA) for guidance on their personal tax situation and eligibility for the Investment Tax Credit (ITC). **** *** remains committed to providing excellent service and looks forward to resolving any additional concerns the customer may have.

• Initial Complaint

  Date:09/13/2024

  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.

  Purchased solar from this company and there has been nothing but poor communication, constant delays, rescheduling, excuses, and poor performance by the installers. The project was delayed at least 4 or 5 times (I have lost count) due to various excuses. The total delay was at least 3 months. I have requested that the cost of electricity for those 3 months be reimbursed in full, given that if the panels were installed our bill would almost certainly be $0. We are living on the property but only in 400 square feet while construction is going on, and we're just not pulling that much power. Various employees have apologized and recognized that they are willing to reimburse me, and I got the insultingly low offer of $250. I denied it, and they increased it to $500. That's less than half what the reimbursement amount should be, given both the cost of project delays and the hassle, expense, time, and coordination I have had to go through to get this project completed. This company appears to be a marketing company and a broker, not an installer. It appears as though they subcontract the install. Huge regret going with this company unless they adjust my bill fairly to take off $1,500 or $2,000 for all the trouble. I doubt they will, however, based on my experience with them thus far.

  Business Response

  Date: 09/20/2024

  We acknowledge the customer's concerns and apologize for the inconveniences caused during the installation process. This project was unique due to the property being a new build, which required our team to return in multiple stages. We offered compensation to the customer to account for the delays, and while we understand their request for a higher reimbursement, we believe our offer of $500 is appropriate given the circumstances. We believe this resolution was fair and have addressed all concerns.

• Initial Complaint

  Date:09/12/2024

  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.

  Company will not return my calls for service nor have a customer service number on their website.

  Business Response

  Date: 09/13/2024

  Thank you for giving us the opportunity to address this matter. The issue has been fully resolved, and we have been in contact with the customer to ensure their service needs were met. We take all concerns seriously and strive to provide timely and effective communication. Additionally, we have taken steps to improve accessibility to our customer experience team, ensuring better support for our customers moving forward. We appreciate the customers patience and are pleased to have successfully resolved the issue.

• Initial Complaint

  Date:09/10/2024

  Type:Product 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.

  Canceled order and awaiting approved refund since March 2024.

  Business Response

  Date: 09/13/2024

  As of 9/13/24, the customers refund has been fully processed. We appreciate the customers patience during this time. If there are any further concerns, we encourage the customer to reach out to us directly for assistance.

• Initial Complaint

  Date:08/29/2024

  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.

  I signed with Monalee in November 2023 to have my solar installed. It took 5-6 months to get through the entire process for an installation date. My panels were installed May 7, 2024. It is now August 29, 2024 and I still can't use my panels because the power company in *********** has requested corrections to pass inspection. It's almost 4 months now and Monalee can't seem to fix a couple of minor corrections so I can use the panels. In the meantime, I'm now paying my power company and the loan company I used to help finance part of the project. I have contacted Monalee to get them to make the corrections and I get the same repeated response every single time. "I am following up with my support team and we will respond with an update. I am very sorry for the delay.". Clearly no one is truly following up or these corrections would have been made. It should take 10 months to get solar. I'd be out of a job if it took 10 months to do it. I highly recommend finding anyone other than Monalee to do your project.

  Business Response

  Date: 09/06/2024

  We apologize for the delays our customer has experienced. We have been working diligently with our team to schedule and complete these corrections to meet the utility's requirements. We understand the impact this has had on our customer, and we are committed to resolving the issue as soon as possible to ensure they can begin using their solar system.

• Initial Complaint

  Date:08/26/2024

  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.

  -Original contract signed 11/14/2024 -*************** installed a solar system on my house, completion of 2/28/2024 -System failed inspection by the City of Austin 3/26/2024 -Multiple emails, calls, and text correspondence initiated by myself with empty promises and flat out lies between ************* -Find out that *************** is not registered with the City of Austin, as stated in the contract, and I therefore will not receive my $2500 rebate - 3/11/2024 -Payments start for a system that does not work 6/2024 ****************** got involved 6/2024 to mediate resolution; *************** stops responding to both financing company and myself 7/2024 -As of 8/26/2024 there is still zero resolution or communication from ***************. My Tesla battery is hooked up to my panels and charged, but is not attached to the structure in any way, creating a serious hazard in my house and preventing me from using my garage from it tipping and potentially ripping the electrical conduits out of my wall, ceiling, and roof.

  Business Response

  Date: 09/04/2024

  We regret the issues described and are committed to resolving them as swiftly as possible. We are actively addressing the situation with the solar system to ensure it meets all safety and regulatory standards. Our team is working diligently to rectify the issues and restore effective communication with the customer. We are targeting a resolution by the end of next week. We appreciate the BBBs involvement and are focused on achieving a satisfactory resolution.

• Initial Complaint

  Date:08/23/2024

  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.

  We purchased solar panels last October 2023 from this company. We finally got all the approvals and permits to have them installed on our metal roof and received the necessary products. We had their company plans for the project which included additional brackets that would not cause holes in our roof which we paid an additional $500 for. Our roof has a warranty that states the warranty would be void if they made holes in the roof. The people came to install the solar panels (which we have paid half upon acceptance of contract) and started installing them. However we were shocked to see that they were putting holes in the roof which voids our warranty and using some other brackets. When I confronted them they said that the brackets they were using were the only ones which were delivered. I stated that per the plans (which they had as well as myself) the brackets I had additionally paid for, were in the plans not the ones they were using. When we contacted MonaLee we received nothing but a run around, requesting roof contacts, warranty info, etc. This is not our problem but we sent them all the info they needed including a quote for purchasing 10 new panel to replace the ones with holes. They have been dragging their feet and we are fed up. We just want them to pay for new panels and their installation and repair for the damage the solar panel installers made.

  Business Response

  Date: 08/29/2024

  *************** takes customer concerns seriously, and we've worked closely with the customer to address this issue. We have come to an agreement to resolve the matter in full. We are dedicated to completing this project to the customer's satisfaction, so they can enjoy the benefits of their solar system without further concerns.

  Customer Answer

  Date: 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 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

  Date:08/22/2024

  Type:Product 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 received an email and tell me my Monalee project is active on Aug. 13, 2024 and I can follow 3 links sent from Monalee to start my Solar. Those 3 links neither help me (not the system match my Solar). I called technical support and spoke with ******************************* and he instructed me how to turn on/activate Solar panel but he can't tell if *************** (the one I paid $1,5405.12) solar panel is working or not because I have to call Telsa at ************ to set up solar system monitor because they installed Telsa Inverter, customer like me have to call Telsa to set up Telsa Inverter connect with my phone's Telsa app. to monitor Solar system (kWatt solar production). I spoke with Telsa more than 2 hours and unable to set up, they said because *************** never report to and registered this Telsa Inverter, they don't have my SSID set up and they can't active my inverter. Monalee have to call Telsa installer hot line to registrate my Telsa Inverter first (report this Inverter has been sold/installed) and Telsa can help me set up my inverter monitor from my phone. I called Monalee back and spoke with ******************************* at ************ again and he said he will call Telsa and call me back. I also called Monalee at ************ on 8/15, 8/19 and 8/21 plus sent email to Monalee for ask tech. support because I still have no idea if the solar panel they installed is active or not active? If it's not working, I want my money back. I received email confirmed Monalee received my email and custermer service said they will send urgent to their tech. support to contact me. But I received nothing, no one call me back. My solar system should product power since 8/14, but I still don't know if it's working or it's never working? Can you help me to connect them and help me resolve the problem. If I don't get call back, I am asking my money back even their installtion was completed. But I don't want to pay a solar is not working. Please help me. Thank you.

  Business Response

  Date: 08/30/2024

  We acknowledge the customer's concerns and want to assure that we are actively working to resolve the issue. Our technical support team has been in contact with the customer and is coordinating next steps. We understand the customer's frustration and are committed to ensuring their solar system is fully operational. We will continue to provide updates and support until this matter is resolved to the customer's satisfaction.

  Customer Answer

  Date: 08/31/2024

  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. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  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,

  Chou **

   

   

• Initial Complaint

  Date:08/20/2024

  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 are new customers of *************** who waited a year for the services to be installed due to a numerous amount of issues. In June 25, 2024 solar finally got installed. We were told wed be given reimbursement for services in June that were not working. After installed, I called numerous times regarding not being able to track battery generated through the app solar edge to be told a tech would be sent out to fix that issue. Late July we get our first bill from So ******************* on over $600. To find out solar was not working since installation got billed from *************** as well. I have attempted nurseries calls to be told we would get a call back and never did. I attempted to email the last contact we had of the inspector coordinator and the CEO and director of customer services. We have yet to get a response. I would like this issue to please be resolved and receive a call from the right people and get reimbursed from *************** for ***** the services they are charging as well for the charge from So *******************.

  Business Response

  Date: 08/30/2024

  We are actively working directly with the customer to address their concerns and ensure their solar system is fully operational. Our team is in communication with the customer to resolve the issues they have experienced and to review the situation thoroughly. We are committed to getting their system running as expected and will continue to provide updates to the customer as we work toward a resolution.