ComplaintsforTrinity Solar

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  More info

  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

  More info

  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.

• Initial Complaint

  03/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Trinity Solar lied to us by telling us our pricing would be fixed and instead the pricing fluctuates. They defrauded ** into believing what they said and rushed our signing of the documents. Now the panels are up, theyve acknowledged texts between us and their representative and wont do anything to fix the problem.

  

  Business response

  03/20/2024

  A Trinity Solar corporate Vice President spoke to ******************** on 3/18/24 to discuss her concerns and clarify the points of her solar agreement. 
  
  We believe she has a better understanding of the Power Purchase Agreement she signed with her finance company, Sunnova, and have offered ways that we will follow up to ensure her satisfaction. We look forward to ******************** realizing the benefits of solar.

   

• Initial Complaint

  03/05/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In 2022 I agreed to having Trinity Solar install a new roof and solar panels, with the understanding that when I file my tax return I would receive a tax credit and a large amount of money back from my return to pay down my loan so my payments would not go up. When I filed my taxes I was told by my accountant that I did not have a high enou taxable income to receive that large amount of money. My monthly payment will go up from $338.00 to $445.00 a month if I dont pay $23,000.00 down on my loan. I was never told that I needed over $77,000.00 of taxable income to get the large payment from my tax return. I am 65 years old and on a fixed income which the sales person was aware of. I believe I was taken advantage of because of my age I cant afford a bill this high every month. I want a resolution or them to remove the panels. I am filing a complaint with the ** ************************ also.

  

  Business response

  03/12/2024

  A Trinity Solar Manager spoke to ************** on 3/8/24 to discuss her concerns and work to resolve them. ************** let us know that she retained an attorney, and at that point we advised her that all communications need to go through the attorneys.
  
  We're confident that we could resolve ****************** concerns with an explanation of her agreement and its benefits and will remain available to discuss when she's ready and no longer represented by an attorney.

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Solar panels were installed August 2023 and we noticed roof leaks in January 2024. After 2 months of Trinity Solar attempting patchwork jobs our roof is still leaking and the problem has yet to be resolved.

  

  Business response

  03/06/2024

  A Trinity Solar manager spoke to **************** on 2/23/24 and again on 2/27/24 to discuss his concerns. We offered earlier dates to make repairs on his roof, however, **************** opted for 3/9/24 which fit his schedule best. That appointment is confirmed.
  
  We anticipate resolving ******************** concerns while on site but will remain available should he need further assistance.

• Initial Complaint

  02/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted them over a year ago for solar panels, the permit and planning process was long and I understood that. over the course of several months, *********** was difficult to reach, often involved communication with another salesman because mine "had too much on his plate", but communication was poor, I struggled to get answers to questions I had about my contract and this concerned me, but I continued. When install time finally came, communication issues continued, ie. lack of replies to messages, lack of communicating amongst various employees contacting me from the company, multiple employees contacting me but clearly not on the same page with eachother. I expressed my frustrations and *********** assured me he would fix the comms issues and be the single point of contact. We scheduled installation, the day before a scheduler called to confirm my presence for the install the next day. I took time from my work to be home. By 10am nobody had showed. When I messaged one of the salesman when workers would be there he called and said they needed to reschedule because they forgot to reroof part of the house first. I was upset and wished to back out of the deal. My initial salesman then spent 44 minutes on the phone with me making excuses and telling me what I wanted to hear, promised $900 in cash for my missed work, and reworked my contract. After 2 weeks of him being on me I finally agreed to continue. By the new install date I still had no new contract by the time crews arrived. They sat in my driveway for hours waiting for a contract that ultimately didnt come before work started. The panels were installed, a worker was witnessed leaning on my skylight causing a "crunching" and now it leaks. They refused to replace it because it was "old", but said they would replace if I bought the skylight. I said when they pay me $900 and tell me the size I need Id buy it. Every couple weeks someone new calls and says theyll fix this then I never hear from them again.

  

  Business response

  02/23/2024

  A Trinity Solar Director spoke with ************** on 2/21/24 to discuss his concerns. **** presented him with an option we believe he is satisfied with and look forward to working with him towards a resolution.
  
  
  

• Initial Complaint

  02/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  When I was met with one of your representatives named ***, his phone is ************. He told my wife and I, that if we ever needed to replace the roof that trinity solar will come out and take the solar panels down so the roof can be replaced free of charge. Now when I asked *** about this, he states I never said such thing. I don't know if he was trying to make a sale but having trinity solar take down the panels free of charge definitely moved the needle on whether or not we would get the solar panels. I do not appreciate your representatives lying to make a sale. I need to speak with someone and I need someone to honor their word.

  

  Business response

  02/22/2024

  A Corporate Vice President spoke with ************** on 2/20/24 to discuss his concerns. We presented a path forward and look forward to assisting him with his project.
  
  

  Customer response

  02/28/2024

  
  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

  02/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  after speaking with a representative from Trinity, my wife and I decided to go ahead and go solar. We spoke with the salesperson, told him that our intentions were to start using electric heaters over our current gas baseboards to help bring down our ConEdison bill. They reviewed all previous monthly bills and came up with a plan that would not only cover our intentions but essentially have us collecting so much power that ********* would be purchasing our over usage. They told us to go out and buy the heaters. we had several issues from the start of the installation to the end of the install. then we received an extra high bill and contacted the company to see if the system was working correctly. At that time we were informed that the system had been down for three weeks and no one ever bothered to reach out and inform us. Had we not contacted trinity ourselves to find out what was going on, The system wouldve remained inactive, for God, knows how long . This business has very, very poor customer service skills in the last three months. our electric bill has tripled and now theyre saying its because we are using the electric heaters. to stop using them and go back to gas and wait for the sum of to come to recharge our solar panels. Completely not what we were promised. As a business owner myself whos been in the business for over 15 years between the insulation, customer service, and the sales department they do not have a clue of whats going on in their own business. I strongly believe they should not be in business or if they decide to continue to be in business, they need a course on how to treat customers and be responsive. But most of all they need to know exactly what theyre selling so the customer knows what they are actually getting. they should not promise false hopes, extremely unsatisfied.

  

  Business response

  02/22/2024

  A Trinity Solar manager spoke with ****************** on 2/14/24 and 2/21/24 to discuss his concerns and work towards a resolution. We also emailed him an analysis of his solar production compared to his energy usage. 
  
  Trinity Solar values our customer's experience and to ensure ****************** knows his feedback is valued, we will have a Senior Director call him at a mutually agreeable time to discuss his sales experience. 
  
  We will remain available to discuss ********************** solar concerns. 

• Initial Complaint

  01/29/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Nature of the dispute is collection of money owed.I originally signed a contract with Trinity Solar to remove my current solar panels, roof the addition being added to my house and then out the solar panels back on. On 9/11/23 I was asked to pay $4,708 as a deposit and then 4,708$ when work was completed.On 10/18/23 I was sent a revised contract because they undervalued the amount of work that needed to be completed, despite the fact that I was up front with the size of the addition and provided schematics.Despite this on 10/18/23 I agreed to the additional amount because I needed the project to proceed due to completion of the addition to move my sick family member into the home. In a phone conversation with ********************* (District Sales Manager) who was the project coordinator for this project I discussed a payment plan because the additional charges were a lot more than budgeted for. I was informed that yes a payment plan was acceptable, but the contract had to include the remaining balance, and that the financing would be discussed after signature in order to get everything scheduled. At that point I signed the contract after speaking with **** with the understanding that we would set up a payment plan for the ****** dollars. I have voice mail confirmation on 10/18/24 from ********************* stating that financing would be discussed after the contract is signed.I have called ********************* two times and emailed him twice after this fact and have not received a call or email back.On 1/29/24 the work was completed and I was asked to pay the amount in full that same day.I am not disputing the amount. I am disputing the payment method and asking the company honors what was discussed.Tried to upload emails and voicemail but it does not accept those formats.

  

  Business response

  02/07/2024

  Trinity Solar was able to successfully connect ************************ with a financing company and we believe this resolves his concern.
  
  We will remain available to discuss the terms or any further information he needs about the agreement. 

*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. ↩