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Complaint Details
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Initial Complaint
07/08/2024
- Complaint Type:
- Order Issues
- Status:
- Resolved
We were under the impression that we had a signed contract with Trinity Solar and through them for a new roof prior to installation. They said they would begin the work the last week in May or the first week in June 2024. My husband and I asked a lot of questions because they were the first-ever solar company who thought they could provide us a cost-effective system; but we were delighted. But now we haven't heard from them in weeks. Emails and texts to our "project concierge" have not been responded to....we really are not sure what to do next!
Business response
07/18/2024
A Trinity Solar manager had the pleasure of speaking with ******************** on 7/10/24, and several times since to address her concerns. We're pleased to confirm that her solar project is back on track, and we have all the necessary information to proceed smoothly.
We are committed to supporting ******************** throughout her solar journey and look forward to continuing our partnership.
Customer response
07/19/2024
We were contacted by the company who had lost our contract (probably due to
an error on the part of the sales person who had actually worked up the
quote and contract for the house behind ours instead of ours by mistake and
he was reluctant to admit his error. Anyway, the district manager came out
to see us and worked up a quote for our house and we now have a new
contract. Unfortunately, because of the fact that he gave us a favorable
deal due to their error (a very good thing) we have to get at the end of the
line and wont get the job done until September when it was supposed to have
been done in May (disappointing to miss out on the solar savings of the
summer sun). But at least we have resolved the issue.
Thank you for your assistance.
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.
Regards,
***************************Initial Complaint
06/27/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I have for nearly 2 years trying to have my panels removed without resolution.Business response
07/05/2024
Trinity Solar reached out to **************** on 6/28/24 to inform him that his temporary removal and reinstall is ready to be scheduled. We followed up on 7/2/24, via phone and email to arrange the removal.
We are eager to assist **************** throughout this process and look forward to connecting with him soon. We are confident he will be satisfied with our service.Initial Complaint
06/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Agents of Trinity Solar have come on to my property and walked around my house with permission. They walk right past the front door and do not knock on the door or ring the bell. They continue to walk and look at the house as if they a casing it. Then proceed to head back to their personal vehicle. My husband then goes outside before they leave and lets them know not to walk on our property without our permission and we have called the business and asked them to remove us from their list. And just today it happened again. I dont not feel safe with the way they conduct their business and would like it to stop.Business response
06/26/2024
Trinity Solar emailed ****************** on 6/26/24 with an apology for the inconvenience as well as confirmation that we removed her address from our list.Initial Complaint
05/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased solar panels 3 years ago from them and at the time they said they did an inspection of the roof and it was good and put the panels on. I am now in need of a new roof and when I purchased the panels I was told it would be $1000 to remove and put back on if I needed a roof. When I called then other day they said due to inflation the cost is now $8000. My insurance company did and inspection of the roof and said that solar panels should never have been put on a 15 year old roof and asked for the life assessment report they did on the roof before putting them on. When I called for the report they said they didn't have one they just had pictures and they basis the decision off the pictures. I have no problem paying the 1000 to have this done but to now come around and say the cost went up to 8000. The other problem is clearly there was no life assessment done on the current roof and it seems they just put the panels on without any assessment on the roof. If I knew this was the case I would have never had it done because paying 8000 to have them taken off and put back on is really me paying them back for the "Savings" they said I would get by having them installed.Business response
05/17/2024
On 5/14/24, a Trinity Solar Manager had the opportunity to connect with **************** to thoroughly address her concerns. Following our discussion, we proposed a pathway forward that we believe will effectively resolve them while also aligning with the requirements of her insurance company.
Our team remains dedicated to ensuring ******************** satisfaction throughout her solar journey. We're committed to providing ongoing support and assistance to address any further questions or needs she may have.
Customer response
05/17/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
*****************************Initial Complaint
04/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
When we decided to get solar panels our salesman ****** (who I was told is no longer with the company) was extremely thorough with any questions we had during the process. Cant complain about our solar bill either BUT you need to beware of the scam this company tries to get away with. During the permit and paperwork process, I asked what I thought was the most important question to the salesman, when I do need a reroof done, what will the cost be to remove and reinstall the solar panels, I was given a price on paper by our salesman for $984. Doesnt sound so bad does it? Well, that time has come and we were told by the roofing install **** (Bill) that the cost for removal and reinstallation would be $6,000!!! We immediately argued that our salesman told us the original price and even wrote it down on on 1 of the hundreds of papers we signed and **** said if you have some sort of documentation stating that price then we would honor it. After going thru all of our paperwork we found the paper with the price written on it. I have since then called Trinity Solar 8 times and left messages since we spoke to **** on 3/12/24 and I have yet to hear back from anyone. So, I took it upon myself to contact IGS Solar whom we pay our solar bill too and they too even said that they have had multiple complaints about Trinity Solar (who is one of their contractors/installers) and this same exact issue that many other people are experiencing. Read all of the ****** reviews that you want and see for yourself. IGS Solar explained that Trinity Solar recently started doing reroofs as well and they are most likely trying to provide that service to us as well, which they did. **** told us if we get the reroof through Trinity and combine it with the removal and reinstall of the panels it would be $14,000! How about you just keep to your word and honor the original price that I was told at $984. Until they contact me back and make this right I will continue to fight this!Business response
04/26/2024
A Trinity Solar manager had a constructive conversation with ******************** on 4/23/24 and 4/25/24 to address his concerns and work towards a satisfactory resolution.
Based on the outcome of those discussions, we believe ******************** is satisfied with our proposal and we want to assure him that we're committed to continuing our support for his solar needs. Should he require further assistance, we are readily available to help.Initial Complaint
04/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This company installed my solar in 2019. My roof was Brand New just installed with no leaks. 2 years of solar panels my roof started leaking at their mounts. They have repeated sent a small structural crew as they call it. They keep chasing around leaks as they keep creating MORE LEAKS!! Was told they were going to send it to the roofing ***** I was to get it replaced at this point. I get a call last week now they don't want to fix the roof they want me to pay for it after acknowledging its their leaks. 2 Years Later!! I am on a power plan and do not own these panels. They took ALL the rebates and assumed the warranty on the roof but are now trying to make me pay for new shingles under some "extraordinary" circumstance. Straight lying thieves is what they are trying to be.Business response
04/23/2024
A Trinity Solar manager had a constructive conversation with ********************** on 4/17/24 regarding his roofing concerns, exploring potential pathways towards resolution. ********************** expressed appreciation upon learning that we scheduled a visit with our most senior Structural Manager to inspect his roof at his convenience.
We are optimistic that our upcoming meeting with ********************** will lead to a satisfactory resolution for all parties involved.Initial Complaint
04/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
When my wife and I met with the Trinity solar rep our one big question/problem was that when we needed to replace the roof it would be expensive to take the panels down and have them put back up. This was the only thing that was potentially preventing us from going with Trinity. We were assured by the rep that if we needed to replace the roof they would take the panels down and put them back up for free. I distinctly remember having 2 conversations about both ways this could come into play. One, if we need to replace the roof they will take the panels down for a specific period of days and we need to have the roof done in that time, the roofing itself costs us but not the RnR of the panels. If they damage the roof, both instances would be free.When we called about just the RnR on the panels we were just quoted over 17k.Business response
04/15/2024
This solar account is under a different name, and we do not have this person's name, phone number or email address in our system. Please advise, thanks.Customer response
04/15/2024
Complaint: 21571784
I am rejecting this response because: I told my wife you would say that. Rep only had one person on the paperwork. You have the physical address and matching last name. How would you like to proceed with this? Have my wife submit a complaint as well?
Regards,
***** & ***************************Business response
04/25/2024
A Trinity Solar Manager reached out to ******************** on both 4/22/24 and 4/24/24, via the phone number and email he provided. We look forward to addressing his concerns, however, we have been unable to connect with him.
We are fully committed to resolving any issue ******************** has. It's important to note that while we strive to accommodate our customers, verbal quotes made several years ago may not reflect current market conditions, where costs have inevitably risen since ************************ solar installation in 2016. However, we are here to support ******************** and work towards a solution that meets his needs whenever he's ready to engage in further discussion.Initial Complaint
04/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
we are a trinity solar customer renting ********************** panels. we have a squirells nest under one of the panels when we called them they said they would charge ****** to come out no guarantee. i have spoken to other people with different solar companies and they came out no issue at no charge. we read our contract and NO WHERE does it state that we would be responsible for any issues caused by the solar panels. we are senior citizens and my husband cannot climb on the roof to resolive this issue and further problems will incur if not taken care of immediately.Business response
04/16/2024
A Trinity Solar manager spoke to ******************** on 4/12/24 to discuss his concerns and offer our assistance. We reminded him that this topic is covered in his agreement and explained the details. He informed us that the nests had been removed and his concerns resolved.
We also followed up via email on 4/16/24 to remind ******************** that we will remain available to him for his future solar needs. We believe he is satisfied with our response.Customer response
05/06/2024
Complaint: 21544724
I am rejecting this response because:i would like to let you know problem with trinity is not resolved. i had a squirrel nest up there they told me they did not know when they could get out there. we paid ****** to a third party and now trinity said i voided the contract because i used a third party. sunnova was out here friday because there was no reading on the solar. they blamed the pest control people. if they had come when i called there would not be a problem. i feel trinity should reimburse me part or all of our out of pocket. we are seniors in our 70s and they should have accomidated us originally. now my pest control guy has to come back tomorrow. we are so confused and dont know who is right or who is wrong
Regards,
*******************************Business response
05/15/2024
Trinity Solar facilitated a connection between ******************** and his finance company Sunnova on 5/13/24. It is important to note that as the system owner, ******* assumes responsibility for the upkeep of ************************ system. We are confident that once they successfully connect and discuss the details of the system's warranty, any concerns or issues will be promptly addressed and resolved.Initial Complaint
03/31/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I requested removal of my solar panel and new roof from Trinity solar. I signed a contract between November and December. My insurance company asked for an itemized bill. I have called, emailed and texted Trinity for the past 2 months plus. I get a someone will call you by end of day. They are the only company approved by sonova to remove the solar panels.Business response
04/09/2024
Trinity Solar previously emailed **************** the requested documents to the email we had on file, which belonged to ****************.
On 4/1/24 Trinity Solar received ******************** complaint and attempted to call but connected with her voicemail. We also emailed the same documents to the email **************** provided to the Better Business Bureau, which we did not have. Additional documents were emailed on 4/3/24 which we believe satisfied ******************** request.
We will remain available for her throughout her project.Initial Complaint
03/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We had some Trinity people randomly stop by our house to offer a deal. All the scare tactics about how much electricity was going up and they were going to save us money. They sent ******* out to sell the job and he was a typical yes man, and we shouldve listened to our gut and walked away then. ******* later came back with a plan of panels that would yield us 13k+ kw/hr per year, and our average was 12k, so it was a great idea. He told us the next step was to get the engineers to go up on the roof and get exact measurements and angles to make sure the plan would be able to be executed. Now the 3rd day I had to lose work for this, the guys were late, but did show up. They got on the roof, measured angles and areas and said we were good to go with that plan. Fast forward a couple months and it is install time. Day 4 I am losing work. The plan from the installer on the phone is that they would mount the panels and splice our electric on day 3 or so. The first thing they did was cut our power, install the box and the electrician left. Turns out our angles were 3 off and most of the panels couldnt be installed. So now instead of 100%+, we were at 40ish. They said we could pay them to install a new roof and get them mounted on our garage. I told them I was going to have my electrician remove the box and I would send them a bill for his price. ******* said thats not how it works and they must remove it. I told him I dont trust them to do it right and dont want them on my property. If they had something contractually that prevents that, Im sure my atty would be the one to relay that to. ******* then told me that Trinity is a half a billion dollar company and he guarantees I would lose if I tried anything because they have more money than me, and if I tried they would bankrupt me. He then informed me that they dont need me and if I dont get panels, my neighbors will and Ill come crawling back begging for them to install panels on my roof.Business response
04/05/2024
A Trinity Solar Manager attempted to connect with Mr. ****** via phone calls on both 4/3/24 and 4/4/24 as well as email on 4/4/24 in order to discuss his concerns. We are fully committed to resolving any issues he has encountered and are actively engaged in ongoing discussions to identify a satisfactory pathway forward.
We are optimistic that our proposed solutions will meet Mr. ******'s expectations and result in a positive outcome. We will be here and ready to work with Mr. ****** when he is ready.
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Customer Complaints Summary
146 total complaints in the last 3 years.
72 complaints closed in the last 12 months.