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Business Profile

Solar Energy Design

Direct Energy Solar

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Solar Energy Design.

Complaints

This profile includes complaints for Direct Energy Solar's headquarters and its corporate-owned locations. To view all corporate locations, see

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Direct Energy Solar has 18 locations, listed below.

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    Customer Complaints Summary

    • 5 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/24/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Astrum Solar is installer of Solar Panel System at my home. Astrum Solar utilizes a separate entity (**************) to maintain warranty elements of system. Please reference separate BBB complaint filed in reference to ************** for additional specific information.

    • Initial Complaint

      Date:08/17/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 from Astrum Solar with guaranteed. maintenance and monitoring. Astrum Solar was bought by direct energy, No notification, no monitoring of our defective solar panels! Minimal energy made and we later found out these California solar panels were defective!Both companies are negligent!

      Business Response

      Date: 08/24/2023

      We have reached out and have spoken to ****.  We advised her that the warranties for her system are up.  However, we have offered to do a complimentary inspection to check her system and within reasonable means allow her to monitor the system going forward.

    • Initial Complaint

      Date:09/02/2022

      Type:Order Issues
      Status:
      Answered
      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.
      Astrum Solar put our solar panels on in 2012. We have a contract that says when we are replacing our roof, we are responsible for $3300. They have acknowledged our contract states that. We are currently trying to replace our roof and their current price to remove and replace the solar panels is over $6630. We've been going round and round with them for over a month trying to figure out How they will pay for the difference. That is not our responsibility and should not be cause for delay. They keep talking about financing and trying to determine who is responsible. They say this is a "unique situation". I don't know how it could be unique situation if it's in our contract. We need to get a new roof put on ASAP and are tired of the runaround that we received for over 30 days. The roof is supposed to cure before winter and should be put on no later than late September ideally. Plus they said it takes another 45 days once the workorder is put in. We are almost to the 45 day mark. We need our new roof!

      Business Response

      Date: 09/30/2022

      Business Response /* (1000, 5, 2022/09/09) */ Thank you for your message. We do apologize for the extended time it has taken for our team and your system owner to work through the responsibilities of each in regard to this service request. We believe some of the details of the delay have been shared with you separately. At this time we have selected a Field Service Provider and approved this work to be scheduled. We have also voiced to our service partners that we would like for the work to commence quickly and efficiently as we do understand the urgency with the winter season coming. Please continue to work with the support team on the precise timing for work at your residence as it should be in motion already at this time.

    • Initial Complaint

      Date:05/20/2022

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Since atleast January X XXXX I have had six panels not working. The internet connection has been down for six months, had to pay for it and discovered the panels have been out. The warranty is for ten years so they need to cover all expenses paid and the repair I am getting the run around and never calling back

      Business Response

      Date: 06/13/2022

      Business Response /* (1000, 5, 2022/05/26) */ We're sorry to hear that Mr. Diel is unhappy with the service he has received. After reviewing his case records, it appears that we have been in consistent communication with Mr. Diehl, recently calling him on May 19th, 20th, and 24th. These calls were unanswered and were followed by email communications as well. Regarding the system issues, Mr. Diehl's system warranties expired in November 2021. Mr. Diehl did not contact us regarding these issues until this spring, after his service warranties expired. We will be happy to continue assisting Mr. Diehl in addressing his system issues, however the cost for these repairs is now his responsibility. Mr. Diehl is also free to contact any solar provider he wishes to work with regarding this matter. Consumer Response /* (3000, 7, 2022/05/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have no e-mails or follow up calls as stated after giving them my number on numerous occations as they state. In regards to why the time lapse happened during 2021, the system had not been communicating with their computer system, i found out only after discovering this due to an e-mail on the first date I had called. I spoke with two or three associates with the promise of a call back to no avail. evin Business Response /* (4000, 9, 2022/06/03) */ We have been in contact with Mr. & Mrs. Diehl. See case ticket attached for reference which states the calls and email responses. As previously stated Mr. Diehl's system warranties expired in November 2021. We will be happy to continue assisting Mr. Diehl in addressing his system issues, however the cost for these repairs is now his responsibility. Mr. Diehl is also free to contact any solar provider he wishes to work with regarding this matter.

    Direct Energy Solar is NOT a BBB Accredited Business.

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