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Solar Sam personnel did a good job of installing our system in October/November 2021, and all was well for quite a while. In April of 2023, however, the system stopped communicating with Enphase, the company that made much of the equipment. System communications are used to report the status of the equipment, as well as the amount of electricity being produced. After several unsuccessful attempts to contact Solar Sam personnel, I finally was able to reach a person who assured me that the problems would be resolved. That was at least three months ago. My system is still not communicating with Enphase, and nobody is doing anything about it. They list phone numbers, email addresses, etc. that do not work. Further, their facebook account was being monitored by a former employee--so they apparently do not care about their reputation on social media. Frustrated since the Enphase communications were one of the big selling points!
Business response
10/19/2023
I am currently working with the manufacturer to resolve this issue.
Ordered and paid for 2 batteries in February. Not received yet in spite of repeated calls. Found batteries available on Amazon. Solar Sam not answering my phone calls or returning phone calls.
Business response
07/24/2023
We are unable to find this customer name and/or address in any of our systems and cannot find a record of any payment.
In December *** and I met with ***** from Solar Sam we were told that we would get a government tax incentive of $ ***** to help off set the cost of the solar panels our first payment woul not be for a year so we coul place our saving from not having an electric bill this was to lower the $360 payment to about $200. We were also told that they woud have a switch that if we lost power from our electric company the panels would kick in.The panels were to be installed in February. As it turned out we did not get $***** tax incentive it was only about$3000 The switch was not to be installed and installation was not done in Feb. ***** told us all lies and was fired March 8 I emailed Solar Sam Stating that I wanted to cancel everything because we found that most of the reasons we decided to go with the solar panel was a lie. ******** then told us he would make everything right we wre to get the switch and the payments were to be delayed till April **************************************** Mid May but during installation our internet cable was cut which cost us $175 to fix which Solar Sam refused to pay plus the damaged my wall putting in the new ****** box. When the inspection from our electric company was done IT FAILED. that was one month ago as of yet they have not fixed it so they can not be turned on and Solar Sam refused to take our call.With each passing day we lose money in the summer you are supposed to bank electricity for the shorter day in the winter.At this point we just want tem to come get there stuff and pay the finance company back the money they received plus interest for work that was not done as promised.
Customer response
07/24/2023
I have only been told they will fix the issue but as yet they have not.
From: ****************** Sent: Thursday, June 29, 2023 3:42 PM To: *********************** <*********************************************> Cc: Solar Sam Projects <*********************************>; ***************************** <*********************************************>; *********************** <*********************> Subject: RE: *************** solar system
*****,
I went to the **** location today. The disconnect has not been changed. As stated in the previous email it has to be a visual open type disconnect that will separate the solar from the utility.
Our member also mentioned that this system would be capable of operating during an outage. If this is the case there will have to be some sort of transfer switch to disconnect from the utility the same as if they were using a generator. The *** states that this system is the type that shuts down during a utility outage. Please clarify.
It does not appear that any updated plan set or revisions to the application have been made to reflect the changes that were made in the field. Perhaps this is an oversite on my part. Could you please resend the updated information once this job is completed.
The disconnect must be labeled as the point to disconnect the solar array from the grid. It has to have a visual open and access to the solar wiring connections for testing. It has to be separate from the utility owned meter base. Breakers are not an acceptable means for a disconnect.
Hi my name is ************** oversee the electrical side here at solar sam. I just wanted to introduce myself and had a couple of questions. I was looking over the email you sent for ***************** solar system inspection and wanted to get a few things clarified. I saw that you sited that the plans do not match whats installed and you are correct, we had to add a smart switch for sunlight backup and I have already summited for a design change to match what is installed. I was wandering about the disconnect, what is an approved type? also where I connects to the grid power, it is a breaker back feed connection, so the breaker acts as a disconnect that is in the combo meter base on the pole, from there it goes into a smart switch. Please get back to me with any questions or comments and I will do the same when we get a new set of plans. Thank you.
In the spring or summer efficiency had tapered off with using our H3330323433**38373231H system. I reached out in December and got assistance in January. Since then we have continued to have issues but they have been less responsive. There**;s been a failure to communicate and resolve the issues in a timely manner. We first contacted them 12/23 of last year about the issues, again 1/4/23, on 1/20/23, on 1/30/23, on 2/25/23, on 3/9/23, 3/15/23 and on 4/4/23. We continue to receive generic responses, and have not been able to speak with anyone since 1/23/23 and 3/15/23.
They lie and they don’t return calls. When you do get ahold of anyone they say the person I need to talk to is always out of office or busy. They owe us money. Their installers broke our water lines, it was on us the homeowners to find someone to fix then we had to pay for it. They said they would reimburse us. Never seen that money. Also was told that they would make our payments till it was up and running. We have maybe two payments getting ready to make third one and have not seen reimbursement on them payments. System was installed on 10/29/22 , we got the run around every time we called to ask when it was going to be up and running. System finally up and going first of January but still havent received and money from these people and the app to tell us what system is doing. So don’t use these people. As of 2/3/23 they told me our money was on its was, twice in the past to weeks. It has never showed up. Our solar system is only working half way. Only half the panels are producing and they keep telling me it on their end with computer system. They will not send anyone out to look at it. They don’t not seem to be worried bout resolving our issues they just keep coming up with excuses. So now we are paying an electric bill and solar payments. We should NOT be paying both. I stress DONT use this company nothing but a terrible experience with them.
Business response
05/10/2023
We have spoke with ***** back in February and everything was fine. He mentioned taking his reviews down but still has not. I am not sure what to do but every has been fulfilled and his system is working perfectly.
The Solar Company fail to communicate with me, I canceled my service and the assistance agreed to cancel. They had a 6 months jobs to do and they sent my info to finance company Mosaic, they billing to pay for two months, but has not did the job they was paid for. Mosaic agree to cancel my service, but it's ***** *** that's who refusing to cancel the service. ***** *** said they was going underway because I am not authorized. I want ***** *** to cancel my contract and have Mosaic to stop billing me for something I don't have.
Business response
01/18/2023
We have talked with the customer about the situation, and now it is a legal matter. The customer was not charged from Mosaic.
We signed contract July 12 2022 for 19 solar panels to be installed on our property. The installers where only given 16 panels. I asked *************************************** "why only 16" -- took 2 weeks for him to answer; His answer was he had no idea; gave me 3 names to contact -- names of people I do not know and no contact infomration. Then I asked to have the loan redone so I am only paying for 16 panels -- he then said they were sending installers out with the other 3 panels -- still nothing; My husband contacted someone at Solar Sam about the 3 panels, they hadn't gotten any info from ********; My husband also contacted ***************** since they have to inspect the project before it "goes live" -- they have no work order; ************ guys drove to our property to look at the project -- they have no idea how the installers wired the panesl or what is going on.
Business response
11/18/2022
We have resolved the issues with the consumer and she received her money back.
Customer response
11/18/2022
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,
*******************
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