ComplaintsforStraightUp Solar

• Initial Complaint

  09/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a ******* Solar system that this company performed service as an authorized service center of ******* products. Straight Up Solar did a repair on my system in December 2021. It has failed Identically and when I contacted them they informed if I didn't buy the system from they would not service even as a ******* dealer. I have reached out to multiple dealers as far away as Springfield Mo and none will repair. It doesn't give this company the right to ignore and refuse to stand behind its work which I paid for and should have been covered by warranty. Straight up will only say it was an install issue but somehow it was some type of product defect per *******s monitoring system. They are lying to avoid dealing with me under warranty, if your a dealer your'e a dealer. GM dealers don't discriminate against where the car was bought and neither should straight up. All I want is my 40 thousand dollar useless system fixed. I have attempted numerous contacts with them and they refuse to stand behind their service. In case your wondering why I haven't contacted the original company that installed the system they are called **** ****** formerly ********* ***** ( see your files of horiffic stories) announced to all its customers that they walked away from all aspects of service on thousands of installs. So the only recourse is a lawsuit against them and others. I have contacted the Mo attorney general.

  

  Business response

  10/18/2022

  
  StraightUp Solar maintains a full-time service department to primarily care for the 2000+ systems we have built in our 16-year history.  Your warranty is with ************** ****** and the manufacturers of the components used on your home's solar installation and not StraightUp Solar.  The fact that we came out and performed troubleshooting to identify and replace a blown fuse, in no way obligates StraightUp Solar to continue to provide service on your system.   StraightUp Solar absolutely stands behind our installations and service.  However, in your case, there is no warranty for blown fuses.  Unlike the GM car example you have cited, solar systems are not a manufactured commodity but rather a custom electrical system unique to each site that was designed, reviewed and inspected by local code authorities.  We are not obligated to provide service by any manufacturer, including *******.  We have refused other people at various times due to either our backlog,resource limitations or their threatening, rude behavior and comments to our professional staff.
  
  

  We are sorry that ************** ****** abandoned you and several hundred if not thousands of other homeowners in our service area. We work hard to provide care for as many solar customers in the area that our resources allow. but our small company does not have the resources to respond to every solar customer's needs. 

  Customer response

  10/19/2022

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

  They still are refusing to honor their work. The long winded letter fails to be honest.  If it was a fuse? Which fuse? I asked multiple times, I find it laughable that if truly only a fuse why not just fix it? Why the drama? Why won’t they honor the work?

  
  

   I’ll let the attorney general decide if they are colluding against customers of **** who closed their doors.  

  
  

  If this is comes off as a threat to them , let me clarify , I’m simply following through and not going away.  

  
  

  This was so easily avoidable.  Feel free to share this communication  with them.  I’m comfortable with all my communications with them.  

  
  

  Moving forward I will personally be seeking nothing from them as a company. I am comfortable with the AG and his investigation into the Solar Industry as a whole and Staright Up Solars dealership with *******. 

   

  I have no idea what kind of reputation Staright up has but if a blown fuse and standing behind your work is any indication I can only believe it’s not all good.  They will never know how much business they lost because of me,  Over a fuse.  Thanks to the BBB for trying to facilitate this.  Much appreciated.  

  
  
  Sincerely,
  ***** ****

  

  Business response

  10/21/2022

  We have spoken with ******* about your situation.  ******* let us know that they have spoken with you and they shared with you that as a Certified ******* Installer we are not required to service a system that we did not install.  They also shared that they are working with you via a third party provider to service your system.  We wish you the best as you work with them and we hope for many years of clean energy in your future.

  
  

*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. ↩