ComplaintsforDirect Energy Solar

• Initial Complaint

  09/02/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  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

  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

  05/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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.

• Initial Complaint

  03/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought this Solar system and had it installed December of 2015. It included a ten, year warranty. A few weeks ago, we had a panel quit working. We called the company and were told that you needed to email service, for repairs, as they did not have a phone. I emailed many times and then started receiving responses that the email address had a fatal error. Our local sales office closed, they do not manufacture panels any longer, but we have a letter stating that they would still honor the service warranty. How am I supposed to get service? They do answer the phone when you call, but do nothing to help you. What can I do?

  Business response

  04/07/2022

  Business Response /* (1000, 5, 2022/03/28) */ After a thorough review, we cannot find any record of Mr. ****** reaching out to us for assistance with his solar system. We would be more than happy to address Mr. ******'s concerns or needs for warranty service. To open a case, Mr. ****** can contact us by phone, email or by submitting a webform: ******************** XXX-XXX-XXXX *******************@omnidian.com

• Initial Complaint

  03/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a solar panel system installed in 2015 by ****** *****. The analog meter outside which was installed by ****** and measures solar kilowatt hours stopped working several years ago. The meter stopped working at 3,012 kwh. I have asked ****** *****/Direct Energy on several occasions over the past few years why the meter no longer works and what it measures. I have been provided with the following different answers: 1) The meter was not installed by ******, 2) The meter was installed by ****** but is no longer necessary as I also have remote solar production monitoring, 3) The meter was installed by ****** solar but is obsolete so it doesn't need to be replaced. Finally, after countless emails back and forth with Omnidian (who handles all ******'s Customer Service) on 12/13/21, I received an email stating that the analog GE meter that was originally installed in 2015 and has failed, is going to be replaced with a new Vision CAT M1 meter. The new meter is being installed at no cost as it falls under the warranty of my solar panel system and ****** *****'s contractual agreement with NYSERDA. However, to date the meter has not been replaced and it is now approaching 3 months since I was told the meter would be replaced. My inquiries about the replacement have gotten the following responses: 1) 1/24/22 - SUNation ran into a problem procuring the meter. Once they have the new meter, they will reach out to you to schedule the replacement" 2) 2/21/22 - "We have reached out to our Field Service Network Team to see where they are at" 3) 2/28/22 - "We are currently waiting for SUNation to buy the meter and the data plan....a lot of parties became involved with this issue so it became complicated." I'm extremely disappointed at how long its taking to get this meter replaced. I paid $35k for the solar panel system and ****** ***** was paid in full through the NYSERDA program. The meter is covered under warranty and should be replaced within 30 days per ******'s contract.

  Business response

  03/28/2022

  Business Response /* (1000, 9, 2022/03/21) */ We apologize for the length of time it has taken for Mr. ********'s meter to be replaced. As he mentions in his complaint, our field service partner did have difficulty in purchasing a new meter for this service. Unfortunately, our team was delayed in following up with this field service provider, and this issue has taken much longer than is typical to complete. Fortunately, the meter that Mr. ******** has requested to have replaced is a secondary production meter. Therefore, the delay in its replacement has not caused any loss of functionality of Mr. ********'s solar system or loss of production data. We have recently chosen a different field service provider to complete Mr. ********'s meter replacement. At this time we expect the meter to arrive the week of March 28th, and we estimate that this service will be completed by the week of April 11th. Again, we apologize for the delays that have occurred in completing this service, but we will be working to make sure it is completed as quickly as possible moving forward.

• Initial Complaint

  01/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Below is a quick recap of the 3+ year timeline of issues with roof leaks that we have faced since the installation of our solar panel system from Direct Energy Solar (DES) in MAY '16: MAR '18: Living Room (LR) ceiling leak reported and DES came out and attempted to repair. SEPT '18: LR ceiling leak reappeared in same spot. DES came out and repaired. MAY '19: Porch overhang issue reported to DES. DES came to review the issue and stated that it was not solar-related as it did not seem like a leak at the time. SEPT '19: Kitchen ceiling leak reported and DES came out and attempted to repair. OCT '19: Kitchen ceiling leak appeared in same spot. DES came out and repaired. AUG '20: Porch overhang issue remained unresolved. We redid our wood deck during this timeframe with a new material and the dripping from the porch overhang is evident. Water is trapped in the overhang and is slowly leaking out. The location of the water penetration appears right in line with the solar racking supports. Kitchen ceiling leak re-appeared in same spot. Engaged ******** (new 3rd party warranty handler) in resolution discussions. DEC '20: After 4 months of ongoing discussions w/ ******** and us (owner) identifying the true origin of the water penetration (after repeated inability by ******** contractors) repairs were complete on the exterior for the Kitchen ceiling leak. MAR '21: Approval received from ******** for reimbursement for internal repairs due to roof issues for Kitchen ceiling leak. Owner proceeded w/ scheduling interior repairs w/ our contractor. APR '21: Interior repairs w/ our contractor canceled after owner visual inspection of ceiling and discovery of additional leaks. LR ceiling leak re-appeared in same spot. Porch overhang issue remains and damage continues to mount - i.e. rotten wood, peeling and bubbling paint, etc. New Kitchen ceiling leak has been discovered and requires fix. JAN '22: Continued owner comms - no resolution: stall tactics continue from ********.

  Business response

  02/21/2022

  Business Response /* (1000, 5, 2022/01/13) */ We are sorry to hear that Ms. *********** is upset about her ongoing roofing issues. We have been working with Ms. *********** since March 2018 regarding multiple roof leak issues, and we feel that we have been responsive to all of her reports and complaints. Since 2018, our inspections have found that some leaks have been related to our solar installation, which we have promptly repaired. We have also found on multiple occasions that the leaks reported were not related to the solar installation. In roughly the last year, we have continued to perform multiple inspections that have pointed in some cases to minor issues with the solar but have also identified issues with the condition of Ms. ***********'s roof. Ms. *********** has communicated that she has been unhappy with some of these inspection results, and we have tried to accommodate her in seeking additional opinions. At this time, due to the ongoing nature of her issues and the potential cost of the repairs she has requested from us, we have escalated this matter to our internal insurance team. This is in accordance with our company's policy. I want to assure Ms. *********** that we will continue to work diligently with her to ensure a full resolution to her issues occurs. Consumer Response /* (3000, 7, 2022/01/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) As of today's date, the roof issues remain unresolved. As stated above, the ongoing issues have been escalated to their internal insurance team. This was transferred to the insurance carrier in early December. I did not have a discussion w/ said carrier until 1/14, over a month after that transition occurred. Since the conversation w/ the insurance carrier, an adjuster has been onsite to inspect the ongoing roof leaks and to provide an appraisal of the issues. The inspections referenced above that occurred as part of Direct Energy Solar's resolution were nothing more than a series of photographs of my roof. There was never an attached report, observations or conclusions provided in written format to support any of the imagery. These inspection exercises were fruitless and only further delayed resolution. It is easy for Direct Energy Solar to hire and deploy their contracting partners to assess the roof issues and conclude they aren't to blame. There is clear bias and lack of transparency in the process. Luckily, I am a licensed architect and have knowledge of construction enough to push back and advocate for myself. I feel sorry for customers who are not in such a position and accept Direct Energy Solar's contracting partner's assessments at face value and have no means of defending themselves. At this time, I will wait to hear back from the insurance company regarding the onsite inspection which occurred today, 1/18. I will keep BBB apprised of the status and whether I continue to be met with resistance to resolving my roof issues as created by the solar installation. Business Response /* (4000, 11, 2022/02/11) */ Our insurance group is actively investigating Ms. ************* claim and has been in regular communication with her. We believe a satisfactory resolution will be reached very soon.

• Initial Complaint

  12/05/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Astrum Solar is under warranty to repair a damaged solar panel system under the terms of our lease contract. The initial decay of the system was discovered by me, the homeowner in June of 2021. The system apparently began deteriorating April, 2020. The repair was completely neglected by the company to the degree that the system was determined to be a FIRE HAZARD and has since been shut down. Since this determination the company did agree to repair this service, however it has been 6 months without any commitment to a repair date. I have contacted them weekly, and have no updates as to a repair date. Considering that the company put the lives of the people living in this home AT RISK FOR THEIR LIVES. I would hope that they make a concerted effort to REPAIR the system as per our contract agreement. I would like a firm commitment to a DATE for this repair as well as a confirmation of their responsibility to make these repairs under the warranty that we originally established. I have attached the original warranty.

  Business response

  02/09/2022

  Business Response /* (1000, 10, 2022/01/13) */ We are sorry to hear that Ms. ***** is unhappy with the service she has received from us over the past few months. First and foremost, I would like to emphasize that Ms. *****'s system was impacted by chewing damage from animals (most likely squirrels) and it was not communicated to her that there was a fire hazard. While we have found that instances of this type of damage are uncommon, it can be difficult to remotely diagnose this as the root cause of system issues. Once we discovered there was physical damage to her system, we proceeded to shut the system down to prevent any further damage, as is standard industry protocol. Because this type of case requires an on-site inspection to determine the cause of system issues, and can potentially involve extensive repairs, animal damage cases can typically take 3 - 4 months to resolve. Furthermore, Ms. *****'s system is owned by a third party, and therefore all damage of this kind is covered under warranty by the system's owner. However, the owner also requires their approval before repair work can be completed, which also contributed to the long timeline for her case. At this time, we have a full understanding of the scope of repairs needed, have acquired all necessary approvals, and we are working with a local service partner to schedule Ms. *****'s repairs. We have requested that our partner prioritizes this work, and a final date for the repairs will be coordinated by the service partner directly with Ms. *****.

• Initial Complaint

  10/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a solar panel system installed on my home residence in 2015 by Astrum Solar (Direct Energy Solar). At the time the system was installed, Astrum Solar was part of the NY Sun Incentive Program (NYSERDA) for solar panel installation. Unfortunately, the envoy device that reports the solar energy being produced became defective and had to be replaced in the 3rd year the system was running. Astrum Solar (Direct Energy Solar) informed me that the envoy device only has a 1 year warranty and would cost $500 to replace. Last year in 2020, while I was trying to resolve 3 years of solar production guarantee that Astrum (Direct Energy) had not reimbursed me for, a representative from Astrum Solar (Direct Energy Solar) informed me that they would not reimburse me for the 3 years of solar production guarantee until I paid the $500 for the defective envoy device that had been replaced. Although one issue (the envoy replacement) had nothing to do with the other ( production reimbursement), I reluctantly paid the $500 so I could proceed with resolving the production guarantee issue. I have since reached out to NY State representatives regarding the state sponsored solar program and the warranty issue on the envoy device. The NYS representative sent me the NY Sun program manual which lists the warranty the installers/contractor (Astrum Solar) were required to give the home owners as part of the state sponsored program. The program clearly states "The contractor must provide the purchaser of the solar electric system with a full five year transferable warranty. The warranty must cover all components of the generating system against breakdown or degradation in electrical output of more than 10% from the original rated electrical output. The warranty will cover the full costs, including labor, repair, and replacement of defective components or systems". Per conversations with NY State representatives, I should not have been charged $500 for the envoy device.

  Business response

  01/28/2022

  Business Response /* (1000, 5, 2021/10/29) */ We have reviewed Mr. ********'s complaint, and we would be happy to investigate this further. Our policy regarding the replacement of Mr. ********'s Enphase Envoy communication device, was that we will cover and service equipment that is under the manufacturer's warranty. At the time Mr. ******** required a new Envoy, it was no longer within the term of the manufacturer's warranty, and therefore we charged him for a replacement. We would be more than happy to review the documentation that Mr. ******** refers to in his complaint. If this document shows that his Envoy should have been covered by us through the NY program, we will happily issue a refund. Consumer Response /* (3000, 7, 2021/11/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) As stated in my original complaint, I have spoken with representatives from the NY State Solar Program (NYSERDA/NY-Sun) regarding the replacement of the envoy device. These representatives have informed me that as part of the NY Program, the contractors (Astrum/Direct Energy Solar) were required to provide customers with a minimum 5 year warranty on all components of the system. I have attached Page 33 of the NY Sun Program Manual for Upstate NY & Long Island which states under SYSTEM WARRANTY for PURCHASE AGREEMENTS: "The Contractor must provide the purchaser of the solar electric system with a full five year transferable warranty. The warranty must cover all components of the generating system against breakdown or degradation in electrical output of more than 10% from the original rated electrical output. The warranty will cover the full costs, including labor, repair, and replacement of defective components or systems". When the envoy device had to be replaced , I was informed by Astrum Solar that the envoy device only had a 1 year warranty and I had to pay $500 for a replacement. The representatives from the NY Program have informed me that this envoy device should have had at least a 5 year warranty as required by the program. In addition I would like to add that Page 33, under SYSTEM WARRANTY for PURCHASE AGREEMENTS also states: "The Contractor must also provide the customer with information on any additional or extended warranties that may be applicable". Unfortunately, the sales person from Astrum solar who sold me the system did not provide any extended warranty information for the envoy device or other components of the production monitoring part of the system. I'm hopeful this will help close this complaint so I can get reimbursed the $500. I appreciate Direct Energy Solar's prompt response. Business Response /* (4000, 9, 2021/11/12) */ We'd like to thank Mr. ******** for providing this additional information. We will process a refund for him, which he should receive within 3-4 weeks.

• Initial Complaint

  09/20/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased solar panels from Astrum Solar, now Astrum Direct Solar in October 2014. I paid out $41,000 for the panels and a net expenditure of $25,000 after federal and state tax rebates. I contracted to receive Solar Recover Credits (SRECS) based on a minumum annual production of 10 KW energy. I was told that my system is not communicating energy production since Jan 2020 due to lack of internet connectivity. I have had continuous internet service through that whole period. I was told to use a reporting portal Solar Edge that reported production for all of 2020 and most of 2021. I was never told to use a different reporting portal Locus. I am now at risk for not receiving any SREC payment for 2020 and most of 2021. I have been waiting for almost 1 month now for a replacement of my meter. Inquiries with customer support at Omnidian (Omnidian) Re: Ticket ********* 1 of 1 Locus LGate 120-3Gx > Communication offline did not provide any relief. I need to make contact with Astrum Direct.

  Business response

  01/24/2022

  Business Response /* (1000, 6, 2021/09/29) */ ---------- Forwarded message --------- From: Diane B. <***************@********.com> Date: Tue, Sep 28, 2021 at 8:39 PM Subject: RE: EXT We received a complaint ********** on your business To: Lisa L. from BBB <********@greatermd.bbb.org> Cc: Christina S. <***************@********.com> He*** Lisa, I have been in touch with Omnidian about this issue, but I am still waiting on a bit of information from them that will help me complete my response to the complaint below. I would like to request an additional few days to respond to this complaint. Please let me know if you have any additional questions or concerns. Thank you, Diane Diane B. Residential Solar Asset Manager Centrica Business Solutions P +1-************ E ***************@********.com W ********businesssolutions.com care delivery collaboration agility courage From: Lisa L. from BBB Sent: Thursday, September 23, 2021 8:19 AM To: Diane B. <***************@********.com> Cc: *************** <***************@********.com> Subject: EXT We received a complaint ********** on your business Caution: This email originated from outside of the organisation. Do not click links or open attachments unless you recognise the sender and know the content is safe. BBB of Greater Maryland 502 S. Sharp St., Suite 1200 Baltimore, MD 21201 One of your customers submitted a complaint. Please submit a response for display with the complaint on your BBB Business Profile. Complaint Case ********** - ****** ********* I purchased solar panels from Astrum Solar, now Astrum Direct Solar in October 2014. I paid out $41,000 for the panels and a net expenditure of $25,000 after federal and state tax rebates. I contracted to receive Solar Recover Credits (SRECS) based on a minumum annual production of 10 KW energy. I was told that my system is not communicating energy production since Jan 2020 due to lack of internet connectivity. I have had continuous internet service through that whole period. I was told to use a reporting portal Solar Edge that reported production for all of 2020 and most of 2021. I was never told to use a different reporting portal Locus. I am now at risk for not receiving any SREC payment for 2020 and most of 2021. I have been waiting for almost 1 month now for a replacement of my meter. Inquiries with customer support at Omnidian (Omnidian) Re: Ticket ******* > 1 of 1 Locus LGate 120-3Gx > Communication offline did not provide any relief. I need to make contact with Astrum Direct. Recognition by Astrum Direct Solar that I am entitled to payment for my 2020 and 2021 SREC payments. Write a Response Contact BBB for Help Please submit your choice above and enter your response by September 28, 2021. If you choose to ignore this complaint, it may result in an unanswered status, which will be noted on your BBB Business Profile and could substantially lower your BBB Rating. BBB understands that we currently only have the customer's perspective on file and we invite you to share your account of what took place and the remedies available to resolve the matter. Once you submit your written response, we will share it with your customer. He/she will then be able to: comment for display, and accept or decline any proposed resolution If the customer is dissatisfied with your response, the case will be reviewed by BBB staff to determine if the remaining concerns warrant an additional response from you. The defining question of the process is, "Did the company act in good faith, and did it do everything it could have reasonably been expected or responsible to do to resolve the issue?" If you have questions about the complaint process or our mediation/arbitration services, please visit our digital Dispute Resolution Resources page on bbb.org. Please understand that the consumer's complaint and your response will be publicly posted on the BBB Web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language. Sincerely, Lisa L. Alternative Dispute Resolution Coordinator Tel:************* Fax: ************ ********@greatermd.bbb.org The information contained in or attached to this email is intended only for the use of the individual or entity to which it is addressed. If you are not the intended recipient, or a person responsible for delivering it to the intended recipient, you are not authorised to and must not disclose, copy, distribute, or retain this message or any part of it. It may contain information which is confidential and/or covered by legal professional or other privilege under applicable law. The views expressed in this email are not necessarily the views of Centrica plc or its subsidiaries and those companies, their directors, officers or employees make no representation, nor accept any liability, regarding its accuracy or completeness, unless expressly stated to the contrary. Additional regulatory disclosures may be found here: https://www.********.com/site-tools/privacy-cookies-and-legal-disclaimer/ PH Jones is a trading name of British Gas Social Housing Limited. British Gas Social Housing Limited (company no: ********), British Gas Trading Limited (company no:*********), British Gas Services Limited (company no: *******), British Gas Insurance Limited (company no: ********), British Gas New Heating Limited (company no: ********), British Gas Services (Commercial) Limited (company no: ********) and Centrica Energy (Trading) Limited (company no: ********) are all wholly owned subsidiaries of Centrica plc (company no: *******). Each company is registered in England and Wales with a registered office at Millstream, Maidenhead Road, Windsor, Berkshire SL4 5GD. British Gas Insurance Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. British Gas Services Limited is authorised and regulated by the Financial Conduct Authority. British Gas Trading Limited is an appointed representative of British Gas Services Limited which is authorised and regulated by the Financial Conduct Authority. Bord Gáis Energy Limited is a wholly owned subsidiary of Centrica Plc (company number ******), registered in Ireland with registered office at One Warrington Place, Dublin 2. You can find a list of our privacy notices here: https://www.********.com/site-tools/privacy-cookies-and-legal-disclaimer/ -- Lisa L. Dispute Resolution & ADR Coordinator BBB of Greater Maryland, Inc. 502 S. Sharp Street, Baltimore, MD 21201 Phone:************* Fax: ************ BBB.org Conciliation Mediation Arbitration **Please be advised that if your email relates to a BBB complaint, the content of this communication may be added to the complaint record. 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