ComplaintsforArrowhead Solar

• Initial Complaint

  07/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  These solar panels were supposed to be turned on for us in August 2022. We were forced to make payments on them in December despite the labels not being turned on. Fast forward to August 2023, and they finally get turned on after a multiple of issues yet I had to consistently make payments of $119 every month from December 2022, to August 2023 for a service I was not receiving. I was told if I didnt pay, it would get reported on my credit. So I paid over $1,000 for a service I was not receiving, while also paying full price electric bills each month, ranging from $150-$180 a month. I have not received any info from them on the tax credit I was supposed to receive and ****, the woman who was helping me, states she no longer works for them. Now today, I receive a full price electric bill once again because the panels are again not on. I never received any kind of notification that the panels were not working. So now once again, I am paying full price for the loan of these ridiculously priced solar panels and a $160 electric bill. This is the worse decision Ive ever made as an adult and I want my money back and I want them off my house.

  Business response

  07/10/2024

  Customer signed the ********************** agreement in June 2022. In July 2022, there had to be a change order take place because the customers electric company denied the system size, so we put in a change order to reduce the system size. The lender requires a new solar agreement to be signed when a change order takes place and can take weeks for approval (depending on how quickly the electric company responds). August 2022, the solar system was installed by a sub-contracted crew who failed to provide installation photos in a timely manner. Photos were finally received and uploaded to the Lender so we could move forward with the temp disconnect. Arkansas electrical companies require customers to schedule their ********************** temp disconnects. It took Arrowhead Solar several attempts to contact ************* to have her schedule the temp disconnect,which caused a significant delay (months) because she stopped communicating with us. It was Feb 2023 before the temp disconnect was completed. ************* began paying on her solar loan before her installation was complete and out of good faith, Arrowhead Solar reimbursed her for 3 months of loan payments in Feb 2023.  We were able to move forward with the remaining installation process and achieve PTO (permission to operate) in March 2023. ************* contacted us in May 2023 about a tripped breaker.One of our electricians came out and serviced the breaker and got the system running normally. ************* contacted us again in August 2023 about a tripped breaker/wiring issue. We sent one of our electricians out, who confirmed he replaced a bad breaker, rebooted the system and it was running normal. Arrowhead Solar does not handle tax credits. Solar tax credit information can be obtained either from *************** tax person or through the *** website www.irs.gov, under Residential Clean Energy.

• Initial Complaint

  02/08/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I had a solar system installed in January 2023. We have promises that did not happen with the company. They had a problem with the installation. They told us they would give two months free for our troubles. They charged us before they were eve turned on. We paid the first bill. They refunded that month. They never gave us the two free months. The sales person told us we would get $12,938.86 back on the solar panels. He also told me that I would receive $500 for being a teacher, another $500 for being a veteran, another for being a senior. That included another $500 for my wife being a senior. I did not get any of that money. Our payments will increase after the first 17 months from $146.40 to approximately $210.35. As we are approaching that date, I asked Arrowhead about my $13,000 I was supposed to get back. I spoke to someone in the office, they said I should get that back in my taxes. At one point, they told me they were not responsible for promises they sales person makes to the consumer. My tax preparer said the company should be giving me that. I spoke to the company again, and let them know my tax preparer said it comes from Arrowhead Solar. She transferred me to the finance department and they hung up on me. I was planning on using the money I was promised to keep the payments lower.

  Business response

  02/12/2024

  Arrowhead Solar will be sending out reimbursement to **************** this week for his 2nd solar loan payment as originally promised. We do apologize that communication was dropped concerning the 2nd month payment. Upon signing our solar agreement, **************** agreed with solar agreement sections : Representation of Contractor and Scope of Contractor Role. These sections state Arrowhead, the said Contractor does not make any promises of cost savings. Owner, **************** acknowledged by initialing the Contractor does not control, and agrees to hold Contractor harmless for, the policies, procedures, sales practices, marketing techniques, statements, representations or other actions of such third-party contractors. The salesman works for SEP, a third-party contractor. The promised $12938.86 is between **************** and his salesman. 

• Initial Complaint

  02/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They messed up my metal roof and fixed it but there is scratch marks all the way to the bare metal and some bent metal. Have contacted them and they are very slow to respond and sometimes I have to call or email 3 or 4 times to get a response. Was told 2 days ago they would have someone coming out to look at it and now am not getting any responses to my emails. Have been cooperative and nice to them. Have emails to prove some correspondence. Just wanting my metal replaced and they are wanting to paint it. Roof is only a couple of years old. I feel painting it is not a proper fix cause of matching the color.

  Business response

  02/02/2024

  Our service department has been corresponding with **************** about his metal roof scratches. We have a technician scheduled for Tues, Feb 13, 2024 to inspect ****************' roof to assess damages. **************** agreed to the Feb 13, 2024 scheduled appointment. If the damages are determined to be Arrowhead's fault, we will work with **************** to get them repaired. 

  Customer response

  02/05/2024

  Was not contacted for a tech to come out until after I filed the complaint. Will cooperate with Arrowhead Solar to try and solve this issue.

  Business response

  02/07/2024

  Please give us the opportunity to resolve your roof issue before rejecting our BBB response. Thank you.

  Customer response

  02/08/2024

  I am fully willing to try to resvole this issue. Hoping we can come to an agrrement.

  Customer response

  02/26/2024

  Have not heard from them since their guy came out and looked at roof. Called numerous times till I got ahold of someone and she said she would get back with me and never has. Have sent emails asking for an update and not getting any responses.

  Business response

  02/27/2024

  Our service department spoke with **************** earlier today, 02/27/24 about his roof matter and is awaiting direction from our GM. Once our service department receives direction on this matter, they will proceed with updating Mr. ***** further. Thank you.

  Customer response

  03/05/2024

  Has been 2 weeks. Have not heard anything on repairing my roof. Ciera at the Arrowhead office has been very helpful but is not getting any responses to tell me.  I understand they are busy but this has been going on for over a month and I have no answers.

  Customer response

  03/12/2024

  Complaint: 21234547
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  ***************************

  Business response

  03/15/2024

  After assessing the roof damages, it was determined Arrowhead Solar was not at fault but out of good faith, has offered to paint the damaged areas. Customer refused our offer.

  Customer response

  03/16/2024

  I wss told that the would only paint the scratched metal under solar panels. This is a 2 year old roof some of the metal is newer that they had to replace. Some of the scratches are on metal They replaced. No one has been on roof except for them and the contractor they hired yo replace the metal They messed up the first time. Would anyone else want their new metal have spots randomly painted? This paint is either magnetized when painted or heat painted. I asked to speak to their roofer to see how the paint would look and hold up.

  Customer response

  03/23/2024

  Complaint: 21234547
  
  I am rejecting this response because:
  I feel they are not willing to fix the roof properly.
  
  
  Sincerely,
  
  ***************************

  Customer response

  03/26/2024

  Of course they would say that. They are telling me to prove they done the scratches. Them and their roofing contractor have been only ones on my roof. The person they sent out to take pictures too the same pictures buy at a different angle. I have that in a text. Why can't their owner contact me or come look for himself? They say prove they did it. How have they proved they or their contractor who put the new metal on didn't do it?

• Initial Complaint

  06/22/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was contacted by an ***** sales representative who tried to sell me solar. They did not explain at all about the cancellation policy and by the time I found it I was ALREADY outside of the VERY SHORT 3 DAY PERIOD to cancel!! I would of never went with this contract if I was properly informed and I thought I had time to actually decide and cancel with no risk to me but that was completely wrong. I cannot afford a 10% cancellation fee of $4,574.71 when literally only two (why did they need two electrical surveys to happen?) had happen with no additional setup of the project done. I was informed they could install on my roof, but apparently they could not as the engineers are saying that the roof is not fit for installation, I did not want a ground mount I signed the contract wanting a roof installation and they had the nerve to tell me to "sign a document" thats a contract buddy, which I'm sure is some kind of waiver of liability for installing on the roof AFTER BEING TOLD that it could not be done essentially putting my MONEY first and not my safety. This company has been nothing but heartache and headache for me I cannot pay that cancellation fee that is several months of income for me and I have a family to feed. I've submit a complaint to the attorney general for unfair consumer practices this cannot be acceptable. DO NOT USE THIS COMPANY FOR SOLAR.

  Business response

  09/27/2023

  
  Our cancellation policy is clearly stated on page 11, Attachment D of the solar agreement. It is the customer's responsibility to read the entire agreement before signing. *** ******** initialed off in agreement of the Scope of Contractor's Role, page 6, paragraph 26; in acknowledging that the Contractor is held harmless and cannot control sales practices of a third-party affiliate. A project coordinator assigned to *** ******* account contacted him on 6/15/23 requesting a copy of his utility usage and to inform him that his sales rep would be contacting him to discuss a ground mount option. Our lender, whom *** ******* was approved for financing, had requested an additional survey and photos because his home is manufactured. *** ******* informed our finance department he wanted to cancel his agreement since he could not have a roof mounted system. Since *** ******** cancellation request was past our 3-day cancellation policy, he was sent a 10% cancellation fee. Thank you.

• Initial Complaint

  04/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We bought a solar panel system from Arrowpoint Solar in February of 2022. They were paid in full through a loan acquired from Goodleap Financial. This was about $18,600. They did the initial install but failed the inspection through the city of Oklahoma City in December of 2022. Now we’re well into April and the company has done nothing to resolve the failure, has done no pending inspections and as of April has stopped communicating with us whatsoever. We’re over a year into this process paying for the loan and our full energy bill with an inoperative system. ArrowPoint did send us a check for $500 a few months ago to help offset the cost but still isn’t finishing the install.

  Business response

  05/12/2023

  We apologize for the delay in completing the repairs and installation. We have completed all necessary repairs of your solar system resulting in a passing final inspection. We contacted you earlier this month (May 2023) informing you that your PTO (permission to operate) has been achieved and you can begin using your system. Thank you.

• Initial Complaint

  01/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a solar panel system installed on my roof to be connected to the electric meter based on the Net Metering Plan here in Arkansas. The company has done almost everything wrong. I still don't have a working system that I am allowed to connect to the electric meter. It is a useless hunk of junk on my roof. To make matters worse, I am paying my electric bill and paying the payments on the solar panel system.

  Business response

  04/18/2023

  We apologize for so much frustration in regard to installation of your solar panels. However, we are not responsible for verbal promises the salesman makes to the customer at the time of sale (solar agreement-Scope of Contractor’s Role section # 26, page 6 and Representative of Contractor section # 8.8, page 2). Mr. ******* did initial section # 26, page 6 in agreeance.
  
  Mr. *******’s solar panel system was installed on Aug 24, 2022 but we were not able to complete commissioning of the system due to state wide supply shortage of 2 50A fuses. The fuses finally became available and we were able to schedule final inspection for Oct 19, 2022. Inspection passed Oct 21, 2022 but we had to wait several weeks for Mr. ******* to return his signed IC (interconnection) application, so that we could submit to utility company. Interconnection application was received and sent to utility company on Nov 14, 2022 and can take up to 90-days for approval. We are still awaiting to hear from utility company. Once approved, then PTO will be achieved and customer can opearte his solar system.
  
  We’ve been in contact with Mr. ******* throughout the entire process. We have undergone ownership and staffing changes in the last several months, resulting in a bit of frustration on both sides. We are working to resolve many issues in hopes of resulting in better customer service moving forward. Thank you.

• Initial Complaint

  01/05/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed a contract with Vivint to have solar panels installed on my house on May 23, 2022. The sub contractor they have handling the install is Arrowpoint Solar. At first things were fine but quickly changed. It took several calls to their main office and my sales person as well to get my panels installed on August 24. They blamed all the problems on ******************* offices as the hang up on everything. I understand that those offices are slow some times but a little communication goes a long way. Arrowpoint also sub contacted their job out so all they have done is coordinate everything and they have done a horrible job at that. On the day of the install the crew they sent out got here on time and ready to work(8:00am), Arrowpoint showed up almost 5 hours late with the panels. They also didn't not bring any of the wiring or anything else the crew would need. The installers had to come out the next day and pretty much do the the whole install because of not having the materials. After I get the panels installed I hear from no one for a week. I have to contact Arrowpoint so we can get an inspection done so the panel can be tuned onto the grid. September 20 I finally get an inspection done with Arrowpoint lead electrician and Oklahoma inspector and the inspections FAILS! As of October 3, 2022 I have solar panels on my house that will not work and Arrowpoint has still not even scheduled a crew to come out to repair the issues.I have made several calls to ******, who tells me to call Arrowpoint. Arrowpoint will pretty much not answer the phone, text, or emails. I have also reached out to the crew who installed the panels and they wont call me back as well.I'm 46 year old and this has been by far one of the worst buying decisions of my life. I have waisted so much time and energy. What makes it even worse is my first bill is due this month and instead of saving money I now get to pay my OG&E bill as well as my solar panel bill and the system DOES NOT WORK!

  Business response

  10/28/2022

  We are unable to locate the customer's account with the information provided. We believe this is likely to be purchased through Vivint Smart Home, Solar Division. 

  Business response

  11/07/2022

  November 7, 2022
  
  
  
  Better Business Bureau of ****
  3703 W 6200 S
  **************************
  
  RE:    Consumer Complaint Case #: 18160453
             Complainant: *****************************
             Vivint Account #: *******
             Date of Agreement: June 9, 2021
       
  
  
  To Whom It May ***************** have reviewed the information provided by ******************** and appreciate the opportunity to respond. 
  
  In his complaint, ******************** states that he agreed to solar panels in May 2022. ******************** states that the installation did not pass inspection and there were delays with the solar company. ******************** states that his power bill and financing are coming due. ******************** desires the job finished. 
  
  A Vivint representative has reached out to ******************** in order to assist. Vivints records indicate that the recent inspection should have taken place on November 1, 2022 and the initial payment is to be covered. ******************** may contact Vivints representative directly if he has any questions or concerns regarding this matter. 
  
  If you have further questions or concerns regarding this response, please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
  
  
  Sincerely, 
  
  Vivint Legal
  

  Customer response

  11/09/2022

   
  Complaint: 18160453
  
  I am rejecting this response because:

  As of November 9 I still have not had an inspection done. I have spoke to ******* at Vivint customer service. He has been very nice and helpful and knows all about my situation. While yes the contract is with Vivint the issue is the sub contractor Arrowpoint. Neither Brenden or myself can get Arrowpoint to do anything in a timely manor. All I consistently get is they are working on it but no real action to resolve my issues.
  
  Sincerely,
  
  *****************************

  Business response

  11/15/2022

  November 15, 2022
  
  
  
  Better Business Bureau of ****
  3703 W 6200 S
  **************************
  
  RE:    Consumer Complaint Case #: 18160453
             Complainant: *****************************
             Vivint Account #: *******
             Date of Agreement: June 9, 2021
       
  
  
  To Whom It May ***************** have reviewed the information provided by ******************** and appreciate the opportunity to respond. 
  
  In his rebuttal, ******************** states that this issue is with Arrowpoint as they have not followed the necessary process to complete his system. 
  
  A Vivint representative has reached out to ******************** in order to assist. Vivints records indicate that the solar provider needs to have the system inspection completed in order to proceed. ******************** may contact Vivints representative directly if he has any questions or concerns regarding this matter. 
  
  If you have further questions or concerns regarding this response, please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
  
  
  Sincerely, 
  
  Vivint Legal
  
  

  Customer response

  11/15/2022

   
  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.

   

  I have spoken to Brenden and now ***** at ******. We are all working on trying to get a resolution out of Arrowpoint but their follow through is horrible. Everyone at ****** has been great. The experience I had with Vivint and my alarm system has been great. Its Arrowpoint that has been the issue for the past several months.

  
  
  Sincerely,
  
  *****************************

  Customer response

  12/06/2022

  I would like this complaint reopened. Vivint and Arrowpoint Solar have not resolved my problems. I had my solar system reinspected today and it still failed, meaning it's not working. Also I am still paying a monthly payment for a system that is not working. I have reached out to my two contacts at ****** and they will no longer return my calls or emails. Arrowpoint as usual doesn't return calls of follow up like they are supposed to.

  --
  

  *****************************

  ***************************************

  ************

  2109 Timber Crossing

  *****, OK 73099

  Business response

  12/13/2022

  December 13, 2022
  
  
  
  Better Business Bureau of ****
  3703 W 6200 S
  **************************
  
  RE:    Consumer Complaint Case #: 18160453
             Complainant: *****************************
             Vivint Account #: *******
             Date of Agreement: June 9, 2021
       
  
  
  To Whom It May ***************** have reviewed the information provided by ******************** and appreciate the opportunity to respond. 
  
  In his rebuttal, ******************** states that this issue is with Arrowpoint as they have resolved his concerns. He states that his system was inspected and is still failing. He states he is paying monthly for a system that is not working.  
  
  A Vivint representative has reached out to ******************** in order to assist. Vivints records indicate that the solar provider needs to resolve the system issues to get the system working properly. Vivints representative is currently trying to get more information from the solar provider to make sure this issue gets resolved. ******************** may contact Vivints representative directly if he has any questions or concerns regarding this matter. 
  
  If you have further questions or concerns regarding this response, please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
  
  
  Sincerely, 
  
  Vivint Legal
  
  

  Customer response

  12/13/2022

   
  Complaint: 18160453
  
  I am rejecting this response because:
  
  

  I originally thought the only problem was with Arrowpoint. They are the installer that ****** decided to represent them and yes they have failed miserably. Sense my failed inspection a week ago not one person from Arrowpoint has reached out to me to offer any solution to there incompetence. I have been told that one supervisor and the owner would reach out to me immediately and I have literally have not heard a word from them.

  I have learned over the past week sense my last inspection that failed on December 6 that ****** has decided they really want no part in helping me as well. I have reached out to several different Vivint customer service reps and they refuse to do anything and they have stated the only person that can help won't call me back after I cave called him several times and sent him several direct messages. Thank you for all they help ******. I would especially like to thank *******, my project  coordinator from ****** for ghosting me. *** my sales person for doing the same. Finally ****** and ****** for throwing their hands up in the air and saying nothing I can do and provided no direction or help what so ever. I hope y'all have the day you deserve.

  Sincerely,
  
  *****************************

  Customer response

  12/20/2022

  I am open to any resolution either one of these companies has. Sense the second time my solar system failed it's inspection nobody from either company have contacted me on how we can move forward.  

  Business response

  12/22/2022

  December 22, 2022
  
  
  
  Better Business Bureau of ****
  3703 W 6200 S
  **************************
  
  RE:    Consumer Complaint Case #: 18160453
             Complainant: *****************************
             Vivint Account #: *******
             Date of Agreement: June 9, 2021
       
  
  
  To Whom It May ***************** have reviewed the information provided by ******************** and appreciate the opportunity to respond. 
  
  In his rebuttal, ******************** states that this issue is with Arrowpoint as they have not resolved his concerns. He states that his system was inspected and is still failing. He states that not one person has contacted him from Arrowpoint as he was told a supervisor and the owner would reach out to him. ******************** states that ****** wants no part in resolving this matter. He states that the Vivint representatives have also ceased contact with him. ******************** states he is willing to accept any resolution from wither company. 
  
  A Vivint representative has reached out to ******************** in order to assist. Vivints records indicate that the solar provider needs to resolve the system issues to get the system working properly. Vivints representative is currently trying to get more information from the solar provider to make sure this issue gets resolved. ******************** may contact Vivints representative ************************** directly if he has any questions or concerns regarding this matter. 
  
  If you have further questions or concerns regarding this response, please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
  
  
  Sincerely, 
  
  Vivint Legal
  
  

  Customer response

  12/22/2022

   
  Complaint: 18160453
  
  I am rejecting this response because:

  Its fine that Mrs. **** reaches out to Arrowpoint but until there is some sort of movement by someone to resolve my issue just reaching out will not resolve my problems. Again I'm happy to hear any resolution by either company at this point.

  
  
  Sincerely,
  
  *****************************

  Business response

  12/28/2022

  December 28, 2022
  
  
  
  Better Business Bureau of ****
  3703 W 6200 S
  **************************
  
  RE:    Consumer Complaint Case #: 18160453
             Complainant: *****************************
             Vivint Account #: *******
             Date of Agreement: June 9, 2021
       
  
  
  To Whom It May ***************** have reviewed the information provided by ******************** and appreciate the opportunity to respond. 
  
  In his rebuttal, ******************** states that until there is movement on resolving his issue nothing is being resolved. 
  
  A Vivint representative has reached out to ******************** in order to assist. Vivints records indicate that the solar provider Arrowpoint needs to resolve the system issues to get the system working properly. ****** is unable to resolve this issue, as ******************** signed a contract with Arrowpoint. They are responsible for the maintenance and issues with the system.  Vivints representatives have reached out to Arrowpoint and they have stated they are working with ******************** on this situation. ******************** may contact Vivints representative ************************** directly if he has any questions or concerns regarding this matter. 
  
  If you have further questions or concerns regarding this response, please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
  
  
  Sincerely, 
  
  Vivint Legal

  Customer response

  12/29/2022

   
  Complaint: 18160453
  
  I am rejecting this response because:

  Vivint responded that Arrowpoint is working with me to resolve my issue. They are not working with me on the issue. I have not heard from anyone at Arrowpoint sense I failed my second inspection on December 6th 2022. I would apricate it if they reached out to me and repaired my system. 
  
  Sincerely,
  
  *****************************

  Business response

  02/28/2023

  We have had scheduling conflicts with our Master Electrician for completion of our final inspection. We are working diligently to resolved this issue, so that we can move forward with interconnection (approved to use his solar system) of ************************ solar system. In the mean time, we have been paying his solar system loan payments until this matter is resolved. Thank you.

• Initial Complaint

  12/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Our solar install with a battery was completed around February 2022. The installation was a disaster with false promises, delayed delivery, and unprofessional installers. We made it through and the system was working great until about 2 months ago. At that time we lost power and our battery didn't switch over as it is designed to. I called ArrowPoint Solar and left a message. I also sent an email. Then I followed up on ********. Since then I've called several times about the issue but never receive a call back or response. On Monday (Two days ago) we lost power and the battery didn't switch over again. I called ArrowPoint and spoke with ****** She told me ****** makes the appointments for warranty issues and she's gone for the day. She said she'd have her call me the next day. Tuesday comes and I receive no call. So I call and speak with *******. She tells me she will call **** and get it handled and call me back. She does not call me back. I call again today and speak with ****** who transfers me to *******. ******* tells me they can send someone out but I need to pay for it because my contract retained by another vendor when the company split. She told me to call ArrowPoint Commercial. ArrowPoint Commercial said ArrowPoint Solar retained my contract but they're helping out. As the end user I have a valid warranty but $70,000 of useless equipment on my house. As the end user, contract disputes between companies are not my problem. My contract lists the ArrowPoint at the address of ArrowPoint Solar. I received no notice of adjustments to my warranty contract. At this point in time, either ArrowPoint Solar can correct me warrantied issue as they are contractually obligated or they can take it off my roof, refund my money, and replace my roof from the damage that would be left behind. They took my money. I have upheld my end of the deal. ArrowPoint Solar is in direct violation of our agreement.

  Business response

  02/28/2023

  Mr. ******s battery issue has been forwarded to prior ownership for resolution (APC Solar, LLC). Several customer's,  service/installation related issues (including Mr. *****) were part of the company acquisition in May 2022, in agreeance that prior ownership would resolve those customer issues. However, once we submit all necessary customer information and issues to prior ownership for resolution, it is out of our hands. We have also provided Mr. ****e with prior ownership's contact information. Thank you.

• Initial Complaint

  11/22/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  May 2022 - we purchases a contract with Arrow Point to install solar panels. The process was significantly delayed. The company Arrow point contracted to do the install didn't start the installation process until late August. The outside installation didn't get completed until early October. The monitoring system for the solar panels, as I am writing this in late November, still isn't completed. My wife and I have left multiple messages and have tried diligently to get them to complete the installation, but we keep getting the "run around." They keep saying "they'll get back to us," but they never do. We spend close to $35K on this product and we just want the product to be completed.

  Business response

  02/28/2023

  The installation of Mr. ******'s solar system has been completed (Oct 2022). I apologize on the behalf of the company for all frustrations this delayed installation has caused. 

• Initial Complaint

  11/16/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The sales person, ***, asked me to apply for "financing approval" for solar panels as a first step, not to initiate a project. I was told explicitly that I would have 90 days to enter into agreement on whether or not to contract services for solar panel installation. Everything was on his laptop being explained to me and I asked him for a clear explanation of what I was asked to sign and initial. I questioned if there would be a further financial obligation, however, *** reassured me the "financing approval" was for financing only, and there would be no obligation to use their services or further financial obligations if I so chose. This was to see if I qualified only, according to ***. I was completely mislead. After inquiring for an explanation on the meaning of what I was asked to sign and what I was being held financially responsible for, and being told I had no obligations, I now have received a $4,000.00 invoice for a service I have have neither declined or accepted. I was explicitly told there would be no cost if I did not use their services and there have been no costs for Arrow Point Solar. I signed, what I though, was to see if I financially qualified on 10/28/2022 and told I had 90 days to decide. It is now 11/16/2022, 18 days later and I find that I was emailed an agreement on 10/28/2022 at 3:44 saying I was under agreement. I thought I had plenty of time to review and decide, and instead this agreement says I had until 10/31/2022, Halloween, to submit an attachment to cancel at no cost of what turned out to be an installation agreement or I owe 10% of a $40,000.00 installation at cancellation, and that by not responding, the contact would be cancelled in 10 days. I have attached communications with the company, that I did not respond to believing I had 90 days, that never gave me any reason to believe I had initiated anything other than financing approval until the email of 11/16/2022 informing me of "notice I did not want to proceed" and I was invoiced

  Business response

  11/23/2022

  The 10% cancellation fee has been retracted and a notice was sent out to Ms. ********* on 11/17/22 via email.

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