ComplaintsforTrinity Solar

• Initial Complaint

  03/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hi there hoping you can help out and make sure something like this experience does not happen to another person. On 2/26/22 we invited trinity solar our to my home. My father and I sat through his entire presentation and were on the fence about hearing more from him and getting his "free no obligation quote" we ended up agreeing to his quote and sent him on his way after he looked at my house and my fathers house. After he was gone i checked my email and low and behold was a DocuSign document with a credit check application all completed in my name. The man never talked about running a credit check nor did he ask for permission to run a credit check. It gets worse though. I look through the document and he forged my name and signature at the bottom that does not match any of my signatures. I am simply filling out this complain as he bragged about being the best on the Better Business Bureau but then goes ahead and forges someone's signature to run a credit check. That's no behavior i expect from a top company. The man that came out to my house was named *** i believe.

  

  Business response

  03/15/2022

  A Trinity Solar Director spoke to **************** on March 9, 2022 to discuss his concerns and to collect the information we need to properly address the issues he raised. We train our Sales representatives to discuss with our customers the requirements for a soft credit check, the necessary customer-related information we need to collect and provide the means with which the customer will digitally sign/initial consent for the credit check. Based on feedback from ****************, we have reviewed our process again with the sales presentative to ensure they are followed as intended and completed in an ethical and responsible manner. We use a soft credit check to determine whether a customer qualifies for ********************** which would only become a hard credit inquiry if they elected to sign a contract. The soft credit check requires customer information such as date of birth and home address and the only way to get that information is from the customer. We apologize if there was any type of miscommunication, it was not intentional. Based on our conversation, we believe we resolved ******************** concerns as there was no hard credit check to reverse. We remain available should **************** have any additional questions or concerns. 
  
  

  Customer response

  03/17/2022

  [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

  02/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my new home on 10/29/21 and had the solar panels/system passed down to me. The solar system in the house is not communicating with ************* electric; therefore, I am not getting any credits. I called *************; they sent someone on two different occasions to make sure that everything was working correctly on their part. But after every visit, they tell me the same thing, which is "the solar system is not communicating with *************." However, every time I reach out to Trinity (IGS), they continue to give me the run-around. I requested that they send someone out to verify that everything is working correctly and that the solar system is communicating with the *************, but they simply refuse to. When the issue was escalated, I made contact with a manager named ******. Not only was she rude, but she was condescending. She advised that they would charge $250 to have someone come out to check my system. She refused to help in any way. Can you please help? I'm a new homeowner, and I would greatly appreciate some assistance in sorting this out as soon as possible.Thank you,****

  

  Business response

  02/14/2022

  Trinity installed a solar system on this home for the previous homeowner in 2018. When **************** purchased the home she assumed all responsibilities for the financial agreement with IGS Solar by transferring the agreement into her name. Based on our Monitoring team's review of the solar system, it is performing as expected. We'd be happy to look into this further, but we need her to send in her electric bills for review. We placed calls to **************** on 2/8/22, 2/9/22, and 2/11/22 and left voicemails. We also emailed her on 2/9/22 and 2/14/22 but received no response. We look forward to hearing back from her to address her concerns.
  
  
  

• Initial Complaint

  12/18/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Salesman for trinity solar had me sign an ipad saying it was to survey my property and if ok to begin install solar panels. I signed the ipad. After the 1 year of usage i found no savings and actualy was paying more than i was paying for then i was paying without solar. I went to thier company hdqs to complain I was told that i signed a contract . I said i never signed any contracts rep went and brought a contract to show me, Turns out the sales person used the ipad to put my signature on the contract stating i had reviewed the contract and agreed to its content. I later found out that the contract was supposed to have been emailed to me to revue. I called trinity and the financer sunnova and i was told they have no record of an email being sent to me. I read that i had 7 days to revue the contract to decide the deal. I never had that oppertunity Upon reading the contract i had reservations to ok the deal. The sales person lied to me about how i would save money and recieve two to three hundred dollars at the end of each year due to my power usage. I have not recieved one ***** to date.The sales person never mentioned the word contract while at my home. I feel trinity violated the contract and it should be nullified and i should be refunded my payments and any payments such as me paying off the ppa agreement as i plan to do. A ucc finding was placed on my home due to my applying for a Equity line of credit to pay off the amount owed on the ppa agreement. I have been cheated and lied to and demand retrobution.

  

  Business response

  12/30/2021

  Trinity Solar installed a system on ****************************** roof on 12/1/2014. A Senior Director from Trinity spoke to ************************** on 12/22/21. We explained that his belief of not saving money is based on incorrect comparisons. ********************** is basing his assessment on his bills today vs 7 years ago, as well as anecdotal information from other people he knows with solar but who have different homes and energy needs. Because he is using more energy than when he signed up and the electric company rates have increased over the last 7 years, this comparison is inaccurate. We did provide details of how much he is saving with solar, even with the change in his increased energy usage. If he solely paid the electric company for all his energy needs, it would be at their higher rate rather than his lower locked in solar rate, resulting in even higher bills than he is currently expressing concern over. We also determined the information he provided regarding what he was paying before solar was not accurate. The electric **** ************************** provided at his initial consultation showed a monthly average budget payment of over $100 a month, not around $60 as he stated, with some individual monthly charges showing closer to $200. 
  
  
  Finally, during the conversation with the Senior Director, ****************************** concerns about the iPad signature were addressed. ************************** initially signed a non-binding "Letter Of Intent" on an iPad which started the process of project evaluations and initial estimates. The sales representative followed up a week later where he presented the system details and ************************** then signed the Sunnova PPA Agreement and all the applications to move forward with the project. These were two separate interactions and documents. 
  
  We are confident ************************** has benefitted significantly from using solar energy over the last 7 years and will continue to benefit. We will remain available for any further questions he may have.

  Customer response

  12/30/2021

  
  Complaint: 16378161 
  dd
  I am rejecting this response because:How can the sales person relate to me what was in the fifteen page contract How can they say i signed that i read the entire contract

  and agree to the contents without seeing it. The contract should have been emailed to me for revue. Why did he not explain the details the first time we spoke. The salesman

  never came back a week later. All they need to do is provide proof of an email was sent to me of the contract. Answer THEY CAN!T
  
  
  
  Regards,
  
  ***********************************

  

  Business response

  01/11/2022

  ************************** accepted and signed his agreement 7 years ago.  Moreover, he has been paying his solar electric **** for the last 7 years without complaint or notice about not receiving the original agreement.  Trinity does not understand why this is an issue now versus 7 years ago when the system was initially installed.  We remain available for any further questions or concerns he may have.
  
  

• Initial Complaint

  12/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Unfortunately, I did not do my homework before moving forward with this company. In April an individual knocked on our door to set up a consultation, which we had soon after to discuss getting solar panels. During discussion with the representative, my husband and I asked questions concerning the roof as it was over 13 years old and we knew it would require fixing sooner than later (during inspection 3 years prior we had been told it had 'probably 10 years left' at most). We were not in a rush to get solar panels due to this but were assured the following: there would be NO COST to ********************* of the solar panels if the roof needed to be replaced, short of "going up there and taking a ************************* to it" we would not be liable for damages to the panels, and we were "covered for 25 years", and we could get rid of the panels anytime we wanted. We confirmed more than once that R&R of the panels would not cost us anything as it otherwise would not make financial sense for us to put up the panels. The panels were installed in July-ish and we began to receive bills from Sunnova (the owners of the panels) in August.Fast forward to November when consultation with a roofer uncovered some disturbing conditions on the roof that require a redo. Called Trinity to schedule R&R and was told it was $3,500 for the service. When I expressed that I had been told it would be free, the individual reached out to the salesman that we spoke to, who denied ever saying that to me. When I asked price to only remove I was told that was not an option. I decided to call Sunnova to confirm the 25 years, damages from natural causes, and if I could remove. I was told I was LOCKED IN for 25 years, damages were not covered, and given a price of $20K to pay off after 5 years have passed. My research on complaints shows these tactics do not appear to be an anomaly. Disappointed in myself for getting locked into this 25-year problem. I would like R&R completed without cost as promised.

  

  Business response

  12/17/2021

  Trinity Solar contacted this customer on 12/13/21 and again on 12/14/21 to discuss her concerns and work to resolve them. We believe we have satisfied her concerns and will remain available for any further questions she may have.
  
  

  Customer response

  12/17/2021

  [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

  11/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had the solar installed and haven't seen any savings the sales person said I would. I was promised a zero PSEGLI electric usage **** and that the only expense I would have is the solar ****. The unit doesn't save anything. Total waste of money. Another issue I am having is the permit hasn't been closed out by the installer. I am getting letters from Brookhaven permit department and am worried now that this will become another unnecessary expense.I have called three times in the past two months with no response. The last call I was directed to leave a message, AGAIN, and the system hung up on me. I believe its time for legal action. I was excited about the solar installation and the savings it would bring but am disappointed with the misdirection and the being ignored.

  

  Business response

  11/17/2021

  A Trinity Sr. ***** rep called **************** on 11/9 and 11/16 and will also visit the customers home this weekend to discuss his concerns and show him how he's saving with solar even while his energy usage has increased. We've addressed the permit with the town of Brookhaven, and they will close it out on their end as it was non-solar related and left open erroneously. We remain available for any questions or concerns **************** has.

• Initial Complaint

  11/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had solar panels installed on our house in March 2016 by Trinity Solar. We have a 25 year lease with them. The solar panels are south facing and get high exposure to the sun. We have a glass sunroom below that runs the length of the house. We live in ************* and get a lot of snow and ice during the winter. When the snow and/or ice thaws off the panels, we get large heavy sheets of snow and ice crashing down on our sunroom. Which sometimes causes our whole house to shake. We didnt have this problem before the solar panels were installed. We feel this is a safety issue and also is causing damage to our gutter and sunroom. The sliding snow is ripping off our gutter and our sunroom now has several leaks from the snow and ice landing on it.I reached out to Trinity Solar for the first time on September 17 and told them of our problem and that we felt that their engineers should have installed snow guards. They referred us to *************************** Their **************** told me they do not typically install snow guards and would not pay to install them. Also they would not fix any damage caused from the snow and ice coming down, because they cannot control the weather. They did say they would give us a quote to install the snow guards. As of today, November 3 we still havent received one.We would like Trinity or Sunnova to provide and install snow guards and replace the gutter under the panels at their cost. We also feel they are responsible for the water leaks in the sunroom. We would like this rectified before Winter.

  

  Business response

  11/09/2021

  A Sr. ******** spoke with ******************** on 11/4 and presented him with an offer we think will satisfy him. We remain available for any questions or concerns he may have. 
  
  

  Customer response

  11/10/2021

  
  Complaint: 16090202
  
  I am rejecting this response because: After reviewing the offer Trinity sent, we feel that Trinity should cover the whole cost of the installation of the snow guards. They should have been installed during the initial install of the solar panels. We would like Trinity to either send us two $1,500.00 checks or pay for the installation of the snow guards from the quote they sent. We would be able to cover the cost to fix the gutter and sunroom damage.
  
  
  
  
  
  Regards,
  
  ***********************

• Initial Complaint

  10/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Trinity solar sold me solar panels and told me that I would lower my electric ****. I am not even making enough energy to offset my monthly payment of $44.00. I trimmed back tress and they keep giving me the run around. # other company's would not install the solar panels on the rear of my house like I wanted. Trinity did so to accommodate me and said I would be fine! THEY LIED! 3 OTHER COMPANYS SAID A TREE IN THE ***** OF MY HOUSE MUST GO. TRINITY SAID IT WOULD BR OK. THEY LIED! THEY CANNOT EVEN SHOW ME WHAT IS COMING OFF MY ELECTRIC ****... BECAUSE NOTHING IS COMING OFF.

  

  Business response

  10/29/2021

  Trinity Solar called and emailed **************** on 10/25, 10/27 and 10/29/21 to discuss his concerns and work to resolve them. We did not hear back nor were we able to leave a voicemail as the message simply said, "cannot accept calls at this time". We look forward to hearing back from **************** so we can evaluate his electric bills, determine if there is an issue, and provide a full solar analysis.
  
  
  

• Initial Complaint

  10/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Installed 2018. Original rep *********************************** told us a flat fee of $500 would be charged for removal and reinstallation of the system if we needed to replace the roof. She knew this decided us on going solar as the roof was 15+ years old at the time and we expected to sell the house in the next 10 yrs. Now we are claiming a repair on insurance and when I called for a quote, it's $6400 and I found out we'd need a voucher for a flat fee (cheapest $1500) that the rep never mentioned. She told us $500 like it was standard cost to the owner, not a negotiation of any kind. A reply to ***** (my partner) says I was "OK with a 9/29 quote". No, I'm not. I have to submit that quote to insurance who would be stuck paying it. But the principle of the thing was the quote she told us versus actual cost that we could be paying that decided us to install solar when we sure wouldn't have if we knew this real cost. Original complaint filed by ***** #********

  

  Business response

  10/22/2021

  A Trinity Solar Senior Director contacted ************** on 10/18/21 to discuss her concerns. We are working with her to resolve these concerns and believe we have come up with a satisfactory offer. We will remain available for any questions or concerns ************** may have.
  
  

• Initial Complaint

  10/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had sys. install. Oct 2020 was supposedly up and running Jan 2021. Didnt start generating until May 2021. Was promised a zero electric **** but yet I'm still getting charged for elec. After installation the company wanted zero to do with us...zero help! Left us hanging with no where to turn and what needed to be done next. Not only am I paying $262.12 a month for the next 7 years but I also have to pay for the electric portion of my utility **** of $308.57 this month. $570.69 total!! Where is my savings for going solar....dont know,,,,why?....because Trinity Solar completely and utterly LIED to make a sale!!!! If i could rip this sys. off my roof and throw it through their front window I would....being disgruntled and frustrated is an understatement!!!!

  

  Business response

  10/14/2021

  Trinity Solar's **************** team successfully worked with ********************* on previous concerns and most recently spoke with both Mr. and ********************* on 10/13/21. After an analysis of their current PSE&G electric ****, we identified a third-party energy provider that is contributing to increased electric bills. We also discussed other concerns they have and will remain in contact with them until they are satisfied.
  
  
  

• Initial Complaint

  10/02/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  A trinity solar rep sold me on getting solar panels advising and guarantee that my electric **** would 1 set price that i could use my electric 24 7 365 if i wanted. Well i just received a 900$ electric **** from pseg stating that i owe them that because i went over our allotted kilowatt?? That was never told or even brought up at all. We were told that our house was 100% covered by the state of nj because we produce so much solar energy that we would have a 231$ **** plus get yearly reimbursement from the state. Now i got a 900$ **** plus the 231$ and pseg is telling me that I'll owe them every month as well this is completely outrageous and we were lied too. ***** is sales guy ************ never never answers and said he always be there to help he is full of it.

  

  Business response

  10/08/2021

  *************************** sales representative called her as soon as we received this complaint since they had no record of any missed calls and wanted to address their concerns immediately. After reviewing their electric bills, Trinity discovered all the PSE&G energy readings since going solar have been estimated, not actual which wasn't taking their solar production into account. Trinity Solar will happily support our customer with their PSE&G billing issues, so they see true readings that account for their solar production. 

  Customer response

  10/08/2021

  [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,
  
  *****************************

*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. ↩