ComplaintsforSolarUp LLC

• Initial Complaint

  12/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Started purchase 3/2023 cost $73,000. Took months to come in, when it did the system & panels that were sent were for two different units. This was not known until installation started. After 3 days of missed work that. Part was installed had to wait a week for the correct parts to come. The electrician would be here an hour then leave for 2 hours come back an hour then leave for 2 hours. Parts came in. Missed worked again. The installation was complete. We waited several weeks for paperwork, for SolarUp to get with the Electric Company, for them to come out and inspect it. Lee started making calls to the electric company to find out SolarUp did not send paperwork. Once that was done and we got switched over to finally use the Solar it did not work properly. The same electrician came out. Didn't know what to do, You tube to figure it out. He made it worse then before. He was rude, disrespectful to me. He left with it NOT fixed. We fought to get someone else out they tried to fix his mistake. Found defective parts. Those got ordered took weeks. That got fixed. Another part was defective. Took weeks to get fixed. We had to fight to get parts in. We were never fully operational until 4 weeks ago. 8 months later. We were misled and told we would get a tax rebate. We could apply these tax rebates to our payments, & it would lower our amount owed by twenty percent each year we applied this tax rebate. They stated our monthly payments would not go up if we applied these rebates each tax year. We were trapped in a false narrative. Then told us this was not true & asked us to sign our rights over on claiming the tax credit on our taxes & they would give us a $15,676 check. We are finding out that is not happening. We were told two very big lies. They gave us 2 solar payments. We have no idea who to contact when there is another issue as the salesperson no longer works there and the CEO and VP do not respond even though they say they are quick to. They owe us something.

  Business response

  12/22/2023

  We are currently actively working with the customer, *******, and a new subcontractor to resolve the issues they are having their system.  We do communicate effectively with the customer and in a timely manner.  I personally have communicated with them via text about 20 different times from December 15,2023- December 21, 2023.  We will move forward with our agreement and fix the issue the customer is having with their system.

• Initial Complaint

  04/12/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I signed a contract with SolarUp to install a solar power system in my home in September 2019 for $18,000. The solar panels were installed in January 2020 and electrical work was done around March 2020. In February 2020, I noted missing shingles, contacted **** Construction, and notified SolarUp that **** recommended roof replacement. I asked SolarUp if any coordination was needed between them and **** Construction. SolarUp did not reply to this question. **** Construction replaced the roof on 3/11/2020 and arranged for the panels to be removed and reinstalled.After many delays, SolarUp activated the system on 5/12/2020.In November 2021, I noticed low production from a single solar panel. I contacted SolarUp and they sent ******************** (owned by *********************) to check and repair it. I did not know until this point that another company was involved.In January 2022, shortly before an optimizer was to be replaced to correct above, the system stopped producing. I contacted Solarup, and each time they deferred work to **************.From Feb to March 2022, several trips were made by personnel from ************** to troubleshoot with only short-lived production (less than 24 hours). On March 31, 2022, I was in a joint telephone call with ********************* and *****************, owner of SolarUp. ***** stated that the issues are due to improper installation of panels after roof replacement. *** stated my warranty is void because someone else removed and reinstalled my solar panels in March 2020. ***** sent me an invoice for $1925 for troubleshooting work done to date, which has not resulted in long-term resolution. Currently, the system is not producing any energy at all.Solarup seemed happy to take my money as long as everything worked fine. I contacted them in November ************************************************* good standing, as they did not communicate otherwise in March 2020. I would not have contacted them for service if I knew my contract was void.

  Business response

  05/05/2022

  SolarUp is in the process of completing a Termination of Agreement and Release with the customer.

  Customer response

  05/05/2022

  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,
  
  **********************************************

*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. ↩