ComplaintsforThat Solar Company LLC

• Initial Complaint

  12/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ***** ******* ** *** , ****** ** ***** is the address in which the work was done. ***** came out and sold us solar and said we would never be without electricity. I have been making payments on a battery that has yet to arrive. It has been a year. I could not leave contract because of the 5 day buyers re**rse.

  

  Business response

  12/11/2023

  The plan for this project changed several times which has added wait time. We originally had this customer contracted for an Enphase battery. We have no control over when those batteries are shipped to us from the manufacturer. The customer then agreed that a generator would be better. Changing from a battery to a generator adds time to a project. Customer then agreed to a Franklin battery, as they are getting to us much faster than the Enphase batteries were. There are 3 Franklin installs ahead of this customer. We expect it to be scheduled within the next 3 or 4 weeks.

  

  Business response

  12/14/2023

  This customer has been scheduled for install. Battery installation is set to happen on 12/18 and 12/19. Customer is aware and confirmed those dates.

• Initial Complaint

  10/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 17th they were asked to get the installation done prior to 6/30/23 as the wife was going to have an operation. They showed up on 6/28/23 and proceeded to put TWO holes in our ceilings. We asked the main person not to send the person who put the holes in the ceiling back. We felt the company sent an untrained individual to work on the project. The main person took offense to that request. Evidently he went back to office & told them my husband had cussed them out. He didn't. Later on my husband got a call from an unknown person asking him when he wanted to work & my husband kept asking when/where & the individual told my husband "** ***** ** ** *** ***" so my husband repeated it back to him. My husband is hard of hearing so he may have misunderstood what the individual was asking initially. They eventually came out (wife was home after 3 weeks in hospital; she almost died) to fix the ceiling. However what they did do wasn't done professionally & they never came back to complete it. The elderly man let it be known that he was quitting working for the company. We were told they would not come back to fix the ceiling as they were having trouble hiring people. We were told they would send us a check for $1200 . Now the the check writer says he's not sending us any monies & we have to fix it ourselves. The system isn't working either. Three people came out & stood around a telephone evidently awaiting instructions on how to fix the system. they also were on top of our NEW roof drilling &making loud thumping noises (thought they were coming thru the roof). They were here all afternoon til quitting time. They told us they were not finished & didn't know when they would be back as they had to install a new system for a new customer so obviously had parts to fix it. I called the head of the company & registered a complaint; he said they had to order parts &the ETA on the parts was another week. We are making payments on a non-functioning system. When I last talked to him he told me he would not answer the phone for my husband or me, and would do nothing until we removed the review.

  

  Business response

  10/30/2023

  As we explained in our response to the review "We are sorry you're unhappy with your experience. You are on the service list and we will repair your system as soon as a spot is available. We are not sure who would have offered you a check for $1200 because it was not us. The contractor we sent out to your home left because he was being berated, cussed, and yelled at. He had already done most of the work on the repair and even left all his materials there. So, we would not have offered a $1200 check to cover the last bit of work when the materials are there and the labor to complete wouldn't take that long. Any other contractor we've spoken to has refused to go out to your property for fear of the same treatment. They weren't declining to work with our company. They were just not willing to go to your house. We understand that the crew worked all afternoon. These are our normal business hours. It is quite common for the crews to be on the job through the afternoon. We were not aware that this would be an issue or we would have tried to address it for you at that time. Unfortunately, it is not possible for the panels to be installed on the roof quietly. Any noise from the installation being done on your roof was not intentional and completely unavoidable. Had the crew been able to get this done without making noise, they absolutely would have. It was never their intention to disturb you. They do everything they can to make these installs go smoothly and keep our customers happy. Usually, they knock it out if the park. We understand that's not the experience you've had. We do sincerely apologize for your wait for service. The service calendar is very busy, but we are working through it diligently and will schedule you for service as soon as we have availability."

  This customer was NEVER told that we would not fix their system unless they removed the review. What they were told was that we would not make any special exceptions to move them up on the calendar passed other people who are also waiting their turn while that review is up. So, they were simply told if the review stays up, they will need to wait their turn just like everyone else. We do understand it is frustrating to pay for something that needs service. However, when you lease something, you do still have a payment even if it needs service. So if you are paying on a car, and it goes into the shop, you still have to make your car payments while waiting for the repair. This customer will be scheduled for service as soon as an opening is available.

  Customer response

  11/07/2023

  They did offer a check for $1,200.00 and then changed it and delivered a check for $500.00 that was postdated to November 11th.  The $500.00 is acceptable to us provided that this is a good check when we go to cash it.  That was for repair of our ceilings and kitchens in the hallway.  My husband asks that they not let the worker come back that did the damage he had done to our ceiling.  The boss did not like this.  We were told that they would not fix our system until we removed our review.  They told us that the wouldn't answer our phone calls.  The business said they never told us they would not fix our ceiling until we removed our review.  This is not true.  In their response they did not give us a date of when they would complete our project.  I think 4 months to complete the project is unacceptable.  I would expect that they would give us a date when they would complete it in November.  They should call us before they come so they can get in the house.  I just want them to fix the ceiling.

• Initial Complaint

  08/15/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I signed up for solar with Ecovol Solar in *********** the end of March. It started off great. Since the beginning of April they have stopped responding to any calls, texts, or emails. They have all my personal information and I was approved for the project with financing. I have made several attempts to contact them and have received zero responses. I would like information on my project. Is this business a scam?

  

  Business response

  08/18/2023

  That Solar Company has severed ties with Ecovole. We were, at one time, assisting them with financing on their installations. The information we received from Ecovole was that ****************** was sold in April of 2022. I've attached the letter we received from Ecovole stating the customer received permission to operate and the system was operational in October of 2022. The SolarEdge monitoring portal shows the system has been on and producing every month since then. 

• Initial Complaint

  08/15/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Start date of work: Jan 13, 2022 Current Date: March 30, 2022 That Solar Company, LLC was supposed to install a working solar system on my residence. The panels have been installed since mid-January, but they never connected their solar system to my electrical system. They did arrange for the local building inspector to come out and check their work, but the work was never completed, so the building inspector has not signed off on it. This is NOT an issue of the system being 'activated' by the local electric company, this is about the company has failed repeatedly to resolve the issue of the connection of wires directly to the breaker box. I beleive That Solar Company, LLC is working as a subcontractor for Ecovole Solar, who seems to be the main contractor that arranges the loan for the solar system. I am going to be filing a complaint against them as well as the loan company, GoodLeap.

  

  Business response

  08/15/2023

  We did not install this system for Ecovole. We assisted in facilitating the loan for them, but that is the extent of our connection to this system. We do not know who Ecovole used to install this system, and we have severed our ties with them due to issues such as this. The best route for ****************** would be to file a complaint against Ecovole directly since it is their representative's signature on those documents.

• Initial Complaint

  07/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  it's been about 5-6 months that we've had issues with this company. Last month they hooked up wires incorrectly to our solar panels which caused 2 of our freezers full of meet to burn up, our surge protectors to burn up, our 7 in 1 cooker to burn up, and also blew out all of the light bulbs. On 7/19/23 the power company in Pocahontas called me and asked why That Solar Company didn't fill out the paperwork for inspection. I explained the situation to the power company and was told I needed to contact That Solar Company about coming back to finish the work. I called That Solar Company back and was told they would come back sometime after July 10th, but didn't know when because their crew was in Kansas. I asked to speak with a supervisor but was told they are busy. On 7/18/23 the serviceman who mistakenly hooked the wires up incorrectly said That Solar Company was going to have him come out and just tape up the wires, but he wouldn't because he knew that would cause more problems. He also said they wanted to do the same thing to other customers, and this led to him quitting. He even offered to make a statement if I decided to take this matter to court. I feel like That Solar Company is just jerking me around in this situation.

  

  Business response

  07/19/2023

  This customer has already been compensated, and is scheduled to have the completion of hooking up the solar next week on Wednesday. When we installed, our more experienced electrician was in an accident and not able to make it to the install. The person who did the wiring did it incorrectly. That is true. We do not dispute that. However, it was our understanding that we had already settled this dispute at the company level. Everything that was damaged has either been replaced or covered with a check payment. When this happened, we went through the home to assess damage and discuss what would be able to do for this customer. They reported only 1 freezer at that time. They were offered and accepted a payment of $3000 to cover the meat, freezer, and other appliance. Once that payment was accepted, that deal is considered final. It was not until after we paid that $3000 that we were told now there is a second freezer not working. The main panel had exposed wiring that had been taped prior to us ever entering the home. One person in the office did ask the crewman onsite if they would need to tape the wires there just to restore it to the condition it was when we arrived. The crewman explained to the person on the phone that the wires were damaged, so that would not be possible. So, we then cut out and replaced that wiring. We understand how this experience has been frustrating, but we have done what we feel necessary to make this customer whole again. As I previously stated, the final piece (hooking up the solar), is scheduled for a week from today. Thank you. Have a wonderful day.

• Initial Complaint

  07/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We contracted with That Solar Company to have solar installed at our home in 2022. The solar panels were installed on 09/17/2022 and the ******* ******** ******* switched us over to solar energy on 03/07/2023. At that time they told us the batteries would be here on April 9th. We contracted with Mosaic for our loan, and made our first payment on 12/19/2022. We have been calling That Solar Company every two weeks or so to ask about the batteries and we are not getting a satisfactory answer. First they said "the batteries have not gotten to the warehouse yet." Now they are saying "They are at the warehouse and you are on the list." but they will not give us a date when they might be delivered. Our complaint is that we have not gotten batteries yet and we are not getting the solar energy saved during this important time of year, when the sun is shining the most! We would like to get our batteries and we would like to be reimbursed for the extra energy we would have gotten if we had those batteries. The salesman who contacted us was with "*** ******* **** ****", ***** ***** *** **************  I hope you can help us. ***** *** ***** ****** ***** ***** ******* * ******* ** *****

  

  Business response

  07/05/2023

  We have been consistently contacting the ******'s to keep them informed of what is happening with this project. We have not yet received their battery, and it is not sitting in our warehouse. I am not sure why this customer believes it's been delivered to us already. there are notes on the account stating that we spoke with them in July and were expecting the battery shortly. However, in the next updates the customer was given, we let them, know that we did not receive the battery as expected. We have been waiting for it to be delivered from the manufacturer. This customer has been made aware that as soon as we receive it, they will be scheduled for installation. We have no control over how long it takes the manufacturer to get the battery to us.

• Initial Complaint

  05/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I bought solar to go on my roof 25000 dollars and I did everything to study it and see if it was legit and do all I could and I would only be paying 35 dollars a month So if you're in town u have to stay on the meter so that means the solar takes care of my entire house 35 dollars I sent them power bills to show my usage so they would know.  So then I noticed I was paying 700 dollars to the power company I called and asked why so we looked and they show my usage solar but it showed I was using power from them when I am not suppose to be. I said i'm not suppose So they want me to pay without getting my product. I wasn't happy so I called Matt Solar company I called them and he did send me the 1000 dollars and so I saw that they weren't taking care of my problem so I went to my bank and told them to stop the payment on the bill they were sending me. So they called and said they did partnered with this company just so they could sell solar. So they wanted my money without getting my product. So I sent them all the bills from the power company and he told me they would review and call me back. I am willing to pay but I must get the product I paid for. SO they made the price smaller and charged me 60 dollars to get it back on so I agreed to for the time being.  I have been waiting for a response from them to resolve this issue but it hasn't happened.

  

  Business response

  05/10/2023

  The system was sized by the sales company that sold this system, *******. We have tried explaining this to the customer. The system was installed correctly and is functioning as it should. The complaint that was made to the lender was closed due to the lender confirming the system is functioning. We did look over the utility bills once they were sent to us to see if we could identify why the bill is higher than they feel it should be. We noticed the bill had 2 service addresses. We only installed one system at one address and KS does not allow for meters to be aggregated. There is nothing more that we can do for this customer, but we understand how frustrating it is because the company that sold them won't answer their calls. I would suggest resubmitting this complaint to *******.

• Initial Complaint

  03/02/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I would like to complaint about the price of the Power bill. The bill is not what they were talking about in the beginning when That Solar Company talked about me purchasing the solar panels for my roof. Called install company, ***** *******, talked with him about canceling putting Solar panel on my roof. Then guy come to install solar panels, I was in the back yard. I told him (*****) I canceled 2 months before the installer came out. ***** called asking why was I not home to let the installer put the panels on my roof. I said I already canceled. He said, believe me I am trying to help you, your power bill will be low! Now, it's not low! I said, Take it off but ***** and the lady (******* ******) from That Solar Company could not take off because they already put on the solar panels on roof. I do not believe them any more, the way they talk is not true. Before I sign paper work, they said if one panel broken down then all shut it down of all panels.

  

  Business response

  03/03/2023

  Customer's site survey was completed on 12/23/21. On 1/2/22, job was put on hold not because customer wanted to cancel, but because we were waiting on them to have their roof replaced so their roof would be suitable for solar. Typically, if someone does not want a system installed on their roof, they wouldn't spend money on a new roof to make it solar-ready. On 2/3/22, customer called our office stating that they were wanting a call to move forward with their project. On 2/11/22, the net metering agreement was signed by the customer. This agreement is necessary to proceed with all solar projects, so signing it is a clear indication that you want the system. On 4/7/22, we called the customer to see if we could install the system on 4/11. Customer told us that date would not work for them and then confirmed 4/13 instead. On 4/13 we arrived and installed the system as scheduled. The system received permission to operate on 8/17/22. We did not hear from this customer again until 1/16/23 with concerns about their production. We told them we would be happy to look into this for them to see if something is going on, but they would need to send us copies of their electric bills for us to analyze. To date, we have not received those from the customer. Since they were uploaded in the complaint file, I've attached them into the customer account so we can begin reviewing them.

• Initial Complaint

  02/28/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am a 64 year old US disabled veteran. On August 2,2022 I entered in a contract with That Solar Company LLC. The representative of That Solar Company stated that I would pay $64,346.66 in installment payments to the **** **** loan company in the amount of $188.00 per month then after 15 months the payment would go up to $287.00 a month. The representative told me that when I filed my taxes I would receive 30% or $19,300 back from the IRS this year which I could apply towards the loan with **** **** and would keep my payments at $188.00 a month for the entire length of the contract but if I choose not to use that money my payments would go up to $287.00 a month after 15 months. The representative also stated that I could keep the $19,300 and use it for things like remodeling the house, paying off the house and he also stated i could take half and put towards the loan or keep half whatever portion I decided to use. That was the main reason I agreed to that They also entered into a breach of contract by good faith they were to have it done within 30 days from the date of August 02, 2022 they didn't actually start the job till October 20, 2022 and finished the job on Feb 03, 2023. I feel I had entered into a fraudulent contract by deception not only did they not fulfill the contract right but the representative lied to me about the money and the $19,300 which I am not even eligible to receive. I am stuck in a contract that I am forced now to pay that higher amount by no default of mine.

  

  Business response

  02/28/2023

  It is always our goal to install our customer's systems as quickly as possible. However, we never guarantee a time frame because there are things beyond our control that can add time to a job. We did not receive the utility company approval to proceed with this installation until September 15th, 2022. The customer was given a call to let them know they could expect to be installed within the next 4-6 weeks, as the schedule allowed. The customer was then installed 4 weeks later. So it was in the time frame that we quoted. The installation was completed on October 20th, and within 10 days their final documents were processed and submitted to the utility company. On November 8th, the utility company informed us that we needed to revise the placard we had placed on-site. We ordered a new placard, and had to wait for it to arrive before we could place it. It was received and placed within the second week of January. We had been consistently reaching out to the utility company to confirm they received everything they needed in the paperwork. On January 13th, the utility company let us know that we would need to resubmit the final documents. They were resubmitted immediately. On January 18th, the utility company told us we wanted us to change out the connector that were used on the job. This would require a temporary shutdown of their power from the utility company, so it has to be scheduled on a day when both a tech with That Solar Company and a tech from the utility company are available. This was possible on January 27th. On February 3rd, the customer was given permission to operate the system. Even though there were delays that were beyond our control, we sent this customer the funds to cover their December and January payment. The customer began posting these complaints on February 22nd when we explained to him that we would not be covering his February payment since his system had been producing since the 3rd. The tax credit is a credit that is based on each customer's individual tax liability, so the amount received will vary from person to person. Many people choose to confirm with their tax professional when estimating what the amount of their credit will be if eligible. That being said, That Solar Company does not sell the systems. We take over the project once it's sold, and when it's ready, we install it.  So we can't really speak on a conversation we weren't a part of. If the complaint is that the customer was misled during the sales pitch, then the complaint should be addressed with the company that sold the system, not That Solar Company.

• Initial Complaint

  02/09/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Company has been paid in full for a generator that wasn’t delivered or installed. Contract was signed in Aug 2022. Now they refuse to answer calls. No communication since prior to December. I have made several attempts. They need to update us and install the generator or give us a FULL Refund. At this point I prefer the refund.

  

  Business response

  02/15/2023

  This customer wasn't able to reach anyone because their salesperson, who is not an employee of our company but rather a third party sales company, was on vacation for several months. When they returned they called the customer to explain why they couldn't be reached, and the reason for not receiving the generator was that the salesperson neglected to add that information to the order. The generator has now been ordered and is scheduled to be delivered on 3/9/2023.

  Customer response

  02/15/2023

  Complaint: ********
  
  I am rejecting this response because:

  I accept that the generator has supposedly been ordered as I was informed just today. Let me make it clear, I have not yet received a generator, and until today had heard nothing from That Solar Company. The “third party sales person” is not who our contract is with. It is with That Solar Company and that is who is responsible for keeping me informed of what is happening. The sales person did Not reach out to me!  I reached out to him and asked for help. November 4th 2022 is the last communication I had with That Solar Company prior to today, and that was an email. That Solar Company did not even contact me to inform me how the solar was to be turned on!  My own daughter has knowledge of solar and had to walk me through it.  You say in your response that the generator will arrive on 03/09/2023. I received an email today stating that it will ship on that same date. Which is it?  I will be satisfied when your end of the contract is fulfilled. the phone call today was a good start but I don’t appreciate your response simplifying the problem. 
  
  
  
  Sincerely,
  
  ****** *** ***** *******

  

  Business response

  02/16/2023

  I apologize if I misspoke. Yes, that date is the shipping date. You are correct, install agreement signed was with us. If you review the first page of that agreement, you will see that the section for the generator was not filled out to indicate to us that we were installing the generator as well when you signed. We do understand that you would like more communication, so we will be sure to update you as soon  as we have new information for you. As of right now, the latest update is that shipping date.

*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. ↩