Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/01/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Valley Solar installed panels and ******* battery in May of 2021. The expectation was greater independence from the electric grid and lower or no electric bills. According to ***** ******* at ********** Smart ** program, for months now, there hasn't been power to the production meter, and that the panels have been overproducing. last month Valley Solar replaced defective parts from under the panels and replaced a breaker. I've been receiving hundreds of dollars in electric bills from ********** because of this. Valley Solar stated that ******* is having issues with their products, but the contract and installation was with Valley Solar.Business response
08/15/2022
Valley Solar LLC has been diligently assisting clients like ****************, who have been negatively affected by ******* part failures since their initial discovery. This effort has not only included extensive troubleshooting and logistical support with ******* and homeowners; it has also involved complete replacement of the affected parts with newly redesigned parts (made available in mid-May 2022). This process is ongoing. The intended outcome is to bring all systems back to 100% of their productive capacity and to reimburse homeowners for lost production.
**************** system was fixed in early June 2022 and has been 100% productive since that time. She has also received partial reimbursement and will receive the remainder once we collectively determine the amount due.
In all industries and walks of life, parts and equipment fail despite manufacturers extensive design and testing, and best-practice sales and installation by local dealers. Valley Solar LLC, like most dealers and installers, warrants its installation and service, but states clearly in their agreements with homeowners that the equipment itself is covered by manufacturers warranties.
Valley Solar stands behind its service and goal of complete customer satisfaction. We have rebuilt and tested systems, tirelessly advocated and pursued reimbursement on behalf of our clients, and we will continue doing so until all issues are resolved. We apologize to **************** (and all affected clients) for the frustration and inconvenience caused by this issue, and we truly appreciate their patience.
Customer response
08/20/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.