Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/30/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/25/24 I placed an order for solar panels and an inverter. My credit card was charged $6,559.99. I contacted my sales *** ********* as to why my order wasn't shipping and was told that orders usually take a week to process then ship. On 8/5/24, I contacted them again as to it not shipping. She responded that she was pushing for updates. Then on 8/6/24, I realized that the inverter on my order was a discontinued item and not available. I tried contacting my *** through phone calls, voice mails and text messages to inform her that the inverter needed to be removed from my order because it was not available and informed them of the correct inverter. On 8/9/24, She emailed me and stated that they would issue a credit for the inverter and ship the balance of the order ASAP. On 8/13/24, she responded to me again about refunding the inverter. She always stated refunds take 3 business days. On 8/15/24, she emailed me that they credited the complete order which should take 3 business days. On 8/23/24 I informed them that I still had not seen the ** credit. She informed me she shared my email with her manager and that he was issuing the credit. On 8/29/24, I sent another email as to still not seeing the credit. I have not received any response or credit as of my filing this complaint.

  Business Response

  Date: 08/30/2024

  
  We had collaborated with **************** and arranged for his materials to be shipped via LTL through ****. Unfortunately, he canceled his order at the last minute while the shipment was already en route. **************** had been informed that the inverter was on backorder and would require a waiting period before his shipment could be fulfilled.
  
  We have observed a troubling pattern where several customers, like ****************, place orders and wait for tracking information before initiating chargebacks with their banks. It appears that he may be part of a group working together to undermine our processes.
  
  We value our relationship with you and want to ensure that such incidents do not affect our mutual trust and cooperation. Your understanding and assistance in addressing this matter would be greatly appreciated.
  
  Thank you for your attention to this issue.

  Customer Answer

  Date: 08/30/2024

   
  I am rejecting this response because: They are lying as to what really happened. If you review the email string I attached to my original complaint, on 8/15/24 they sent me an email stating that they canceled the entire order and created a new order for just the panels and wanted me to pay for the panels again in order to get them shipped. They also stated that I would receive my refund in 3 business days. On 8/16/24, I sent them an email stating the following. (Because of the delays and poor service, late responses to emails and messages, and knowing my panel order would still sit for a week before shipping I have decided to no longer do any business with Solar Cellz USA. Please credit my credit card for all orders previously paid and canceled. By the way my card still has not been credited for the canceled inverter you said you were issuing last Friday.) I have attached that email string showing what I am saying is true and that they were the ones who canceled the order and wanted me to pay for the panels again. Which at first, I was going to do until that additional order payment did not go through and I had time to reflect that I should not pay them anymore money because they already had my money for the order which they say was to be credited in 3 days and I still have seen no credit. 
  
  

  Business Response

  Date: 08/30/2024

  I wanted to address a recent issue regarding the order cancellation and subsequent payment for the panels. Initially, you requested to cancel the entire order with the intention of placing a new order for just the panels. We processed the cancellation as requested and sent you a payment link for the new order. However, the payment was not completed, and the panels were already in transit to your specified destination.
  
  Unfortunately, we have observed a pattern where consumer buyers cancel orders upon receiving tracking information, which disrupts our operations and affects future transactions. This practice is particularly common among consumer buyers, not business-to-business (B2B) clients, which is why we are hesitant to provide tracking details prematurely.
  
  This situation creates challenges for everyone involved and can lead to stricter policies that might impact future consumer transactions. We value our business relationships and aim to maintain a smooth and transparent process for all our customers.

  Customer Answer

  Date: 08/30/2024

   
  I am rejecting this response because: Unfortunately, on my end I cannot prove you ever shipped my order as you are saying. All I know is that your website always showed my order being "Pending fulfillment". I continually asked when my order was shipping and was never given a response that it had ever shipped. The only response I got to that question from my sales *** was "that she was not able see that side of things and had requested an update from the fulfillment team" and even her boss, but nothing got back to me in regard to when it would be shipping so I do not believe it ever did ship. The sale by the way was "B2B". I signed up on your site under ************************************* I have been using that business name since July 2017. Prior to that I owned ******** ********************** for 32 years and sold it July 2017 and retired Jan.1, 2018. I will continue to do small projects under T.H.E. Just please issue my full credit and be done with this!
  
  

  Business Response

  Date: 08/30/2024

  I am writing to address the recent issue regarding your order cancellation and the subsequent breach of our agreement. Initially, we canceled your order upon your request. Following this, you assured us during a recorded call that you would proceed with the payment for the panels once more. Based on this commitment, we went ahead and shipped the panels, trusting your word.
  
  However, after waiting for two days while the panels were in transit, you decided to cancel the order again. This action contradicts the agreement we had and has caused significant inconvenience and disruption to our operations.
  
  We value our customers and strive to maintain trust and reliability in our business dealings. Your decision to back out of the agreement has unfortunately undermined this trust. We took your word in good faith, and this situation has resulted in unnecessary complications.
  
  I would appreciate it if you could provide an explanation for this abrupt change of decision. Additionally, we need to discuss how we can resolve this matter amicably and ensure that such incidents do not recur in the future.

  Customer Answer

  Date: 09/05/2024

  I was never informed as to when my order would be shipped after repeatedly asking. You say my order did ship and you called it back because I canceled. Well, you already had my money plus extra so you could have let the order shipment complete and credit the inverter as had been previously stated had been done. Had you ever informed me that my order had actually shipped I would never have canceled it. The only thing you did ask, was for me to pay for additional orders to ship after you had already had my money from the original order with no refunds submitted to me, just promises that refunds would be issued within 3 business days. As to my knowledge this has still not been completed. You ask what you could do to avoid this in the future. The biggest thing would be to be able to inform the customer as to the delay in shipping and to advise as to when items have shipped. Then it would be up to the shipping company to advise the customer as to the progress of the shipment. Also, I do not feel it to be right that you ask customers to continue paying more invoices while you have the monies for the original orders being held. On 8/15/24 at 2:59 PM I received and email from *** stating that my complete order had been canceled and to pay for the panels again. I did try but apparently there was an address issue on your end and after thinking it over decided I should not give you more money on top of the money I had already paid. On 8/16/24 I officially canceled the order after you had already canceled it. Please issue a credit to my credit card in the full amount of the original order of $6,559.99. Thank you.
  
  

  Customer Answer

  Date: 09/10/2024

   
  Date Sent: 9/5/2024 11:02:22 AM

  
  I was never informed as to when my order would be shipped after repeatedly asking. You say my order did ship and you called it back because I canceled. Well, you already had my money plus extra so you could have let the order shipment complete and credit the inverter as had been previously stated had been done. Had you ever informed me that my order had actually shipped I would never have canceled it. The only thing you did ask, was for me to pay for additional orders to ship after you had already had my money from the original order with no refunds submitted to me, just promises that refunds would be issued within 3 business days. As to my knowledge this has still not been completed. You ask what you could do to avoid this in the future. The biggest thing would be to be able to inform the customer as to the delay in shipping and to advise as to when items have shipped. Then it would be up to the shipping company to advise the customer as to the progress of the shipment. Also, I do not feel it to be right that you ask customers to continue paying more invoices while you have the monies for the original orders being held. On 8/15/24 at 2:59 PM I received and email from *** stating that my complete order had been canceled and to pay for the panels again. I did try but apparently there was an address issue on your end and after thinking it over decided I should not give you more money on top of the money I had already paid. On 8/16/24 I officially canceled the order after you had already canceled it. Please issue a credit to my credit card in the full amount of the original order of $6,559.99. Thank you.
  

  Customer Answer

  Date: 09/10/2024

   
  Date Sent: 9/5/2024 11:02:

  I am rejecting this response because:

  
  I was never informed as to when my order would be shipped after repeatedly asking. You say my order did ship and you called it back because I canceled. Well, you already had my money plus extra so you could have let the order shipment complete and credit the inverter as had been previously stated had been done. Had you ever informed me that my order had actually shipped I would never have canceled it. The only thing you did ask, was for me to pay for additional orders to ship after you had already had my money from the original order with no refunds submitted to me, just promises that refunds would be issued within 3 business days. As to my knowledge this has still not been completed. You ask what you could do to avoid this in the future. The biggest thing would be to be able to inform the customer as to the delay in shipping and to advise as to when items have shipped. Then it would be up to the shipping company to advise the customer as to the progress of the shipment. Also, I do not feel it to be right that you ask customers to continue paying more invoices while you have the monies for the original orders being held. On 8/15/24 at 2:59 PM I received and email from *** stating that my complete order had been canceled and to pay for the panels again. I did try but apparently there was an address issue on your end and after thinking it over decided I should not give you more money on top of the money I had already paid. On 8/16/24 I officially canceled the order after you had already canceled it. Please issue a credit to my credit card in the full amount of the original order of $6,559.99. Thank you.

  Customer Answer

  Date: 09/19/2024

   
  I am rejecting this response because:
  

  Solar Cellz did contact me yesterday but it was not in regards to this matter but I made it this matter when I informed that person what was going on. They investigated and stated that they did send a credit to my credit card company on 8/15/24. I contacted my credit card company this afternoon and they stated they have received no such credit. I have attached their email to this for your records. My credit card company will continue to investigated this issue till it is resolved. As for Solar Cellz no I am not satisfied with how they handle business and credit transactions. Very poor communication with customers.

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

  Business Response

  Date: 12/27/2024

  Thank you for reaching out and providing the detailed timeline regarding your order and refund concerns. I understand the frustration this situation has caused, and I appreciate your patience as we work to resolve it.
  
  Regarding your order and refund:
  - The full refund of $6,559.99 has been processed on our end. Please note that refunds can take up to 30 days to appear on your credit card statement, depending on your bank's processing time.
  - The shipment of the solar panels was recalled, and the items have been returned to our warehouse.
  
  To ensure clarity and resolution, I recommend confirming with your bank if the refund has been posted to your account. If you still do not see the credit after the 30-day period, please let me know so that I can escalate the matter further.
  
  I apologize again for the inconvenience caused and appreciate your understanding. Please do not hesitate to reach out if you have any further questions or require additional assistance.
  
  Looking forward to your confirmation once the refund reflects in your account.
  
  Best regards,

  Customer Answer

  Date: 12/28/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:08/08/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered 30 solar panels from Solar Cellz USA on 6/28/24, and didn't receive a shipping confirmation until 7/11 even though their website showed them in stock. I had to call several times on 7/8 & 7/11 to confirm that they received payment and was told on 7/11 via email that the panels had shipped. On 7/18 I called to check shipping status because the company wouldn't provide tracking information, and was told the solar panels had shipped on 7/11 and were currently in *********** and I could expect them to arrive by 7/18. On 7/18 they didn't arrive, and I called and left two messages with no return call. I was then out on vacation from 7/25 to 8/5, and during this time the panels never arrived, and I received no phone calls from Solar Cellz USA or the shipping company. Upon return on 8/5, I called and emailed Solar Cellz every day with no return call until 8/8. They told me the shipment was damaged and were trying to correct that and gave me tracking information. The tracking # was false, and Old Dominion had no record of a shipment to my address or from Solar Cellz USA. I have asked for a refund via email, and reported this to my credit card company. My credit card company has credited my account and is pursuing Solar Cells USA for a full refund.

  Business Response

  Date: 08/30/2024

  ************** was informed multiple times that his order was en route to his location. We have documented emails explaining why he could not receive it in a quick turnaround time. Specifically, several panels were damaged during transit, and we needed to source replacements from our ******* warehouse. This information was communicated to ************** on several occasions.
  
  In addition to keeping him informed, we also offered him a refund for the order. Despite this, ************** chose to proceed with a chargeback through his bank. This situation appears to be an attempt to obtain free products and discredit Solar Cellz USA by issuing a chargeback.
  
  We strive to maintain transparency and customer satisfaction. However, we are concerned about the increasing trend of customers attempting to exploit the chargeback process to receive products without payment. It is essential to address such issues to uphold the integrity of our company.
  
  Thank you for your attention to this matter. We are committed to resolving this issue fairly and promptly

• Initial Complaint

  Date:07/31/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order with this company for Tesla battery. They charged me advised it would ship in 3-5days. I have called and emailed several times for shipping confirmation or a refund and now an answering service picks up for every extension when I call. Dont respond to emails or phone calls. This company is a shame.

  Business Response

  Date: 08/30/2024

  I wanted to address the recent situation regarding the battery shipment you inquired about. Unfortunately, it was not possible to fulfill your request to expedite the battery within 3-5 business days. Logistically, shipping out of *********, **, does not allow for such a quick turnaround.
  
  I understand that you were eager to receive the battery promptly, but as communicated earlier, it wasn't feasible to meet that timeline. I assure you that our team did their best to explore all possible options, but we had to adhere to the logistical constraints.
  
  On a positive note, you have already received a refund for the product. While we couldn't meet your expedited shipping request, we hope this resolution is satisfactory.

• Initial Complaint

  Date:07/11/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order ($8,753.67) Jun 27, 2024 for a Tesla Powerwall 2 home battery.I never received shipping/Tracking information, after order "shipped" June 28th.I called the business numerous times, only to get an "assistant" (answering service), that I had to spend 10 mins plus EACH time, to give them the order number, my name, address, phone number, reason to call etc.10 days ago "***************************" called back and assured me of pending "mystery" delivery.1st it was Old Dominion Trucking. Days later it was ****************. Days later I was told, delivery July 11th in the AM. Still no tracking number, **************** name or phone number. Also I was told, that they do not give the information to the customers, so that they do not call the delivery company and tell them that it is a battery shipment!Today I received a call and email from "******" that the shipment will arrive in 3 to 4 weeks from *******? by Priority 1 freight company. Sorry for the delay, there was a hurricane and it will be shipped July 22nd!Then he claimed we only spoke once before, thus all the other people, that called me were "impersonating" to be "******".I requested that he cancels the order and issue a refund.

  Business Response

  Date: 07/31/2024

  Dear *******,
  
  I wanted to inform you that the delivery of the powerwalls has been postponed due to Hurricane *****. The powerwalls were coming out of our warehouse in *******, *****, which has been significantly impacted by the hurricane.
  
  ******************** expressed that he did not want to wait for the delayed delivery and requested expedited shipping. We have communicated this information through both phone calls and emails.
  
  Despite informing ******************** that the order would be at the specified location, he has referred to us as a scam. I want to assure you that we have successfully delivered numerous batteries to other customers without issue.
  
  Thank you for your understanding.
  
  

  Customer Answer

  Date: 07/31/2024

   
  I am rejecting this response because:

  They emailed me that they shipped June 27th, attachment 1

  Hurricane ***** happened July 4th to 6th, 8 days later, attachment 2

  Fake invoice provided weeks later, attachment 3 AFTER I filed the complaint

  FINALLY they still refuse to issue a refund, claiming they are waiting, for shipment that NEVER shipped, to be returned!!

  Citi ***** ***************** is WATING for their response still.

  This Company IS a SCAM and operates FRAUDUELENTLY with "***************************", lying continuously.

  Sincerely,

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

  
  

  Business Response

  Date: 07/31/2024

  Hi *******,
  
  I wanted to let you know that we have successfully issued a refund to your card. I understand that there have been concerns about the timely delivery of products, especially following a natural disaster. I want to assure you that we are a legitimate company, and we are committed to addressing any issues that arise.
  
  If you have any further questions or need additional assistance, please don't hesitate to reach out.
  
  Best regards,
  
  

• Initial Complaint

  Date:05/22/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased solar equipment 4/16/24. Have tried to contact this business, left messages, emails etc to get estimated shipping dates. Had a shipping email sent with no tracking. Have tried to follow up multiple times. I believe this is a fraudulent business. I have tried to cancel, but never receive goods or any type of call back.

  Business Response

  Date: 06/07/2024

  We have refunded this customer.  We were waiting to get the product back from the customer.  

   

  Kind Regards 

   

  ******. 

  Customer Answer

  Date: 06/07/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you.