ComplaintsforNM Solar Group, Inc.

• Initial Complaint

  07/20/2023

  Complaint Type:

  Order Issues

  Status:

  BBB unable to locate business

  More info

  See attached Misled on product and services solar panells are not the ones we agreeded on $1,000 sign on received no return phone calls no completion of tab no refund on my electric bills be $300 a month which they want me to pay $200 a month in future for 25 yrs plus don't know if right amount was correct on what make a month don't know how I quilyfied they didn't get agreement from my wife who is on title on house she is sick. had to get second job I was taken advantage of. The price jumped from 37,000 to 52,000 with finance company which my signator was forged. The contract should have been voided once they changed panels on me which I'm not at least satisfied with

  Business response

  08/01/2023

  Thank you Mr. ******** for reaching out.  I believe you were able to speak with our project manager Josh and get everything straightened out on your project, per the email that Josh sent out today.

  Please let me know if this is resolved.

  Thank you, 

  Nick K*****

   

  Customer response

  08/01/2023

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

   

  Update 08/09/2023:

  Verbal Response:
  I am not satisfied with this business. I have not spoken with a Josh. I have emailed with a Will but nothing has been resolved. He told me that a check would be coming for the electric bill and the one for this month has not arrived. I can not keep paying for a electric bill and a finance bill. And now they want me to send them paperwork for the rebate on my electric bill, not sure why I would need to send them this paperwork.
  
  I looked at the documents from the finance company and they do not have my physcal signature on those documents, I do not know how they did this. I am also not sure how this went to the finance company as I did not agree to the panels they used. They look used and are scratched. 
  
  I no longer want to be in this contract and want to stop paying. I want to know what would happen if this occurs?

• Initial Complaint

  07/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  BBB unable to locate business

  More info

  NM Solar Group installed solar system in December of 2021. Despite repeated calls (almost everyday) and emails they would not respond to my request for assistance with completing the application for New Mexico Tax Credits. By the time it was submitted, the state informed me they were no longer accepting applications for 2021. Therefore I was deprived of over $2700 in state income credits. I spoke with an employee at the company who was responsible for helping with the tax credits. She told me the company was completely overwhelmed and that there was nothing they could do. She also said that they would be lobbying the state to extend the tax credit window. Her manager refused to speak with me. I have been patient but this appears to be highly unlikely. When I entered into a the contract with NM Solar I was made several promises about customer service. They have all been broken. If they would have sent me the contractor form for the tax credits I could have completed everything else myself. Due to their negligence I would like to be compensated for this mistake. If this cannot be resolved here I will be looking into taking the company to court to get reimbursed. I have the emails and phone calls documented. Also I have been dealing with Chris R**** for a repair and the customer service is terrible. If the repair isn’t resolved soon I will include breach of warranty in my lawsuit.

• Initial Complaint

  05/01/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  BLUF: Failure to complete contract after full payment was made. I contracted NM Solar Group to install solar and a 240V outlet in my home. The contract was signed and I paid cash for the project 1/2 upfront and 1/2 upon completion. Everything was fine through the design and scheduled for installation in December 2022. On the day of installation I talked to the contractor and they walked me through what they were doing. When I asked about the outlet installation they said there was none and I had them contact the project manager. I called the PM and that is where things fell apart since the PM didn't know about the outlet. I pointed to the contract and that it was all in there and they said they would have to come back to do it since they didn't have the parts on the truck. The system was installed and commissioned and interconnected in the first week of January 2023. I paid the final 1/2 since the solar was installed and online. I called and asked about the outlet in late January and the PM said that it would take time since the needed to order the materials. I attempted followups with the PM but it goes straight to voicemail without any response. I have talked to their office personnel and was promised call backs from managers that have never happened. My last attempt was through their web chat and was promised a call back which never happened. After they got the final payment they have failed to perform their contractual obligations and continuously avoid communication with me.

  Business response

  06/02/2023

  Mr. ******** did contract NM Solar Group to install solar and a 240V outlet for his home.  The understanding was that the 240V plug was going to be in the garage.  When Mr. ******** let the electrician know that the desired 240V location was not in the garage, but at a different location we let Mr. ******** know that at the different location we would need to charge more the than the $500 that is in the contract for the 240V plug.  We offered to install the 240V plug at the preferred location for a higher cost or refund the $500 in the contract for the charger and Mr. ******** declined both options.  At this point we would like to just reimburse the $500 and that is our offer for resolution.  I'm attaching the contract which shows the $500 charge for the 240V Plug on page 7.

   

  
  

  Customer response

  06/04/2023

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

  The contract does not show the agreed upon placement of the 240V plug. The project manager that oversaw the project left the company and the records I have from our conversation show the plug was to be in the back yard. Specifically, on October 26th the sales person contacted me after I had a conversation with the project manager. I told them I wanted the plug in the back yard for the hot tub and the sales person sent me over a revised contract at 8:08 pm on 10/26/2022. I signed the contract at 4:54 pm on 10/27/2022. I have attached the text messages with the sales person. NM Solar Group assertion that the contract shows the agreed upon place of the installation is factually wrong.
  
  NM Solar Group’s statement on proposed resolution is materially false. NM Solar Group agrees they misquoted for the service but they never offered to do it for a higher fee. The operation manger only offered to refund it and I said I was not happy with their solution. He said he didn't know how much it would cost to do the job but it was much more than the $500. I never refused a refund and stated that the contract was for the entire scope of work and not just for a piece and that I had paid the contract cost in full. He said that they could not eat that much of a loss and I responded that the profit from the whole contract was significant and was much more than the install of the plug. He discussed escalating the issue to the CEO and director and that ended the conversation.

  
  This response to my complaint only comes after I followed up with NM Solar group and the statement is full of misinformation and false statements. I have attached the email chain.
  
  
  Regards,
  
  ***** ********

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business response

  06/15/2023

  Good afternoon Mr. ********, 

  I apologize as I was relying on information provided by ****** *******, which from your screenshots, does look to be inaccurate.  

  However, it does state in our contract that we were charging $500 for the 240 Plug and with the location for that service requiring quite a bit more labor and material than a standard 240 Plug we would need to charge an additional amount as our operations manager stated.

  At this point, our offered resolution is a $500 refund, which is the stated cost in the contract.  

  Please advise whether or not you accept this and if you do I will have our finance dept send out the payment tomorrow (6/16).

  Best Regards, 

  **** ******

• Initial Complaint

  12/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In March of 2022 I contracted with NM Solar Group for a home solar system installation. In September of 2022 I paid them $21,000 for the system and installation was complete in early November 2022. NM Solar committed to work with me through the installation, inspection by the state and connection to the grid by PNM. My problem is NM Solar has not gotten the state of NM to inspect the system and without the inspection PNM will not finish the connection to the grid. My project Manager is ******* ******o. I have left a half dozen messages with him and I get no response. What I want is NM Solar Group to have the state of NM inspect my system and then contact PNM for final hookup to the grid.

  Business response

  12/01/2022

  Not sure if my previous response went through.  Resending in case it did not. 

   

  We have been in contract with this customer over the panel change issue and have agreed to swap out the current panels to ones he is comfortable with tomorrow, 12/2

  Customer response

  12/05/2022

  Complaint: ********
  
  I am rejecting this response because:  I need NM Solar to contact the state to have my system inspected, I have not been contacted by them to have my panels swapped out.  They have not contacted me at all.  I reject their response because they have not addressed my issue.
  
  
  
  Regards,
  
  ***** ******** 

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business response

  01/31/2023

  Sorry for the delay in getting back to you on this.
  
  Mr. ********** system passed inspections and was interconnected in December of 2022.
  
  Please let me know if you have any questions.
  
  Thank you, 
  
  
  
  **** ******
  
  CEO • Employee Owner 
  
  NM Solar Group
  
  ************  ********************
  

• Initial Complaint

  11/21/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  6-14-21 we signed a contract with NM Solar. They have completely scammed us. I was told my debt with them would be $43,043 at $180 monthly with no **** bill. **** would pay us for producing. Come to find out my actually debt with them is $57,651. I've paid for my solar before it was hooked up. My meter was installed wrong, Took weeks to have it fixed. Took months to have my solar put up. I've been charged for a year now a full bill from **** $100+ AND NM Solar $180. Now my bill will be going up with NM.S to $245 monthly. NM.S will not return calls or fix the issue they just point the finger to ****, and **** points it at them. I've talked to 3 people throughout the year with NM.S and they give me the run around and avoid me, I've had to use different numbers to contact them. A licensed electrician came to my house on 11/18/22 stating my breakers installed by NM.S are to small along with the wiring gauge they used for my home. I am having to many issues, and nothing is being resolved. Before solar my **** bill was $100 a month tops. Now i am paying a range of $280-$320 a month for Solar AND ****. They have put me in a very hard financial strain, and I cannot financially do it anymore. I want to end the contract and get my name out of it, I do NOT want my credit to be damaged and I DO NOT want a lien on my home. I JUST WANT OUT OF THE CONTRACT.

  Business response

  01/20/2023

  We have been actively working with Mr. ****** since November to address the his concerns regarding the electrical work.  While at one point he had some difficulty getting a hold of the right person to resolve the issue we have been responsive to his questions and concerns. We disagree with some of the assessment of the electrician he references having come to his house on 11/18, (ie the wire size being too small), but did find that there was a breaker that needed to be replaced, which we did to resolve that issue. We are currently working with Mr. ****** to check on his bills and have requested that he sends copies so we can see assess them.  If his bills are due to underproduction of our system and not overconsumption (which we cannot control) we will reimburse his as is this is our standard process and part of our contract which we of course honor.

   

   

   

• Initial Complaint

  10/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Company installed solar system in December of 2021. Despite repeated calls and emails they would not respond to my request for assistance with completing the application for New Mexico Tax Credits. My project manager apparently was no longer associated with the company and no one else would help or assist us. Finally in July of 2022, they sent me a somewhat complete NM tax application. I could not get their assistance in completing it so I finally completed it myself and submitted it to the State. By the time it was submitted, the state informed me they were no longer accepting applications for 2021. Therefore I was deprived of over $1600 in state income credits. I wrote the company and asked them how they were going to compensate me for their negligence, but they have never responded-again. Not responding to emails, texts, or phone calls is unacceptable. Their work and installation was fine, but their inability to follow-up or even correspond with customers is absolutely inexcusable.

  Business response

  03/01/2023

  I did speak with Mr. ***** and we determined a solution.  I just followed up with our finance dept to make sure that we sent out and that he received the refund we agreed to.  I'll keep you updated.

  Customer response

  03/07/2023

  [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

  10/12/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I contracted with New Mexico Solar Group on 8/3/2022 for installation of a solar PV system. The subsequent design document shows a meter relocate and it appears that they also intend to do a service upgrade without providing any reasonable explanation other than their convenience. This would incur approximately $10k in additional costs. In addition the plan does not make any sense since it would require the installation of a meter in the middle of a window. Since the plan they presented is much more expensive than their quote and is not feasible I requested termination of the contract on October 5 requesting a full refund. I spoke with someone from sales on October 7 reiterating my request. NMSG has not acknowledged the request to terminate 'for cause' per the contract, nor have they confirmed they will issue a full refund, or committed to a date a refund is to be mailed or transferred.

  Business response

  10/19/2022

  We have responded to this customer and are doing a full refund.  A form was sent out for us to get the info to do a direct ACH payment in order to more quickly and efficiently get the funds to the customer and to my knowledge we are just waiting to get the ACH info back from the customer.

  Customer response

  10/28/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  I was asked to fill out an ACH form on October 17.  I filled out the form and returned it on October 17.  I received a response on October 18 and was told that the full refund would be processed on October 25.  I still had not received the refund on October 27 and sent an inquiry about why.  It is the afternoon of October 28 and I have not received a response to my inquiry nor has a refund appeared.
  
  Regards,
  
  ****** *****

   

  Customer response

  11/02/2022

  It does not look like I am permitted to make a post regarding my BBB complaint.  I received the full refund from NMSG this morning so my complaint can be now closed.
  
  - *** *****
  ********************
  ***** ********

*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. ↩