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:03/26/2025

  Type:Service or Repair 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 called Universal Solar Direct requesting service to fix the problem with one of my installed solar panels, which wasnt generating power and is still covered under Warranty. The Service Agent that I spoke with told me that I had to pay $249.00 to have someone to come to my house. Theres nothing in the Warranty agreement that says that there is a **************** fee. I have previously placed a **************** request for the same problem. The SolarEdge contractor came to my house, found the problem with their Optimizer, replaced it, got it working again and there was no charge. So, I feel like Im being lied to or being ripped off.

  Business Response

  Date: 03/27/2025

  HI ****,

   

  Our service department will be reaching out to get you scheduled. We will waive the service fee for you.

• Initial Complaint

  Date:02/24/2025

  Type:Order 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.

  Guaranteed per signed contract that production is at ****** kWhs annual First year brand new ****** kWhs, 2nd year ****** kWhs and now 3rd year looking at 400 kWh with the system not producing for weeks also has to pay $****** for them to come see ********'s update: An employee called me to replace the inverter with another ****** fee again. A guy with no knowledge showed up and called a real tech on the phone and spent 15 plus minutes to be instructed how to troubleshoot. That didn't work. Troubleshooting 101 is on the textbook manual. Didn't get no call or update until I called and asked for it.

  Business Response

  Date: 03/13/2025

  Dear Mr. ******************* acknowledge your concerns regarding your solar system's production.

  
  Year 1 (1/24/2023 - 1/24/2024): Your system produced ****** kWh, exceeding the guaranteed 95% of the estimated ****** kWh (****** kWh).

  
  Year 2 (1/24/2024 - 1/24/2025): Your system produced ****** kWh, also exceeding the guarantee.

  1/24/2025: System internet connectivity was lost, preventing remote monitoring.

  
  2/19/2025: A technician visit revealed and resolved an inverter error that caused a production issue.

  
  Your system is now functioning correctly. We fulfilled our contractual production guarantee for the first two years.

  Attached here is your production report from the time the system was activated until today. 

  For further questions, please contact us at ************ or ********************************************************.
  Sincerely,
  The Universal Solar Direct Team

• Initial Complaint

  Date:11/04/2024

  Type:Sales and Advertising 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.

  Had a sales *** come to my home and totally lied to me about tax credit that I would receive back on my taxes for solar. Now my payments are going to increase to an amount I don't now how I'm going to afford . So sad people do this to you especially for a loan amount that $48,000.00 . Im so upset of this also to know I have to pay an extra $200.00 a month to go towards the principle. Just extremely upsetting as I'm a single Mom

  Business Response

  Date: 11/05/2024

  ******** ********* signed a tax waiver at the time of signing the solar agreement with Universal Solar Direct. ******** also stated on a recorded audit call that she understood the tax credit. The tax credit waiver states "I understand that although Universal Solar Direct may completely install and activate the system, they are not responsible for nor do they guarantee my qualification for any tax credit". The signed waiver as well as the recording have been uploaded. Universal Solar Direct is an installer, we are not tax professionals as it also states in the signed tax waiver.

• Initial Complaint

  Date:03/11/2024

  Type:Order 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 signed a contract with Universal Solar Direct on 9/15/23 to get solar panels. I hadn't heard anything from them so I sent an email 12/1/23 and they said the *** denied the request to panels on the street facing side of the home. I thought that would be the end of this because the contract states that the work would be completed approximately ***** days from the date of agreement signed. Then the company came back in Februray and stated the *** now has approved the installation. By now, I do not want the panels. After looking at the contract, I noticed that it stated a financing option. When I intially spoke with the sales rep, he told me that I would be paying the solar company directly like it was a utility bill. After reaching back out to him, he said that I was financing with a company named Dividend. I have no record or documentation stating that I am finacing with this company. I asked for a copy of that and they told me they can't give me that information and I have to reach out to the company myself. I informed them that I am no longer interested in the product, because of the time delay and deception and they responded that I would either allow them to install the panels and pay $27,164.18 through the finance company or they would drop my panels off to my home and charge me $11,712. I have not responded to this request and am seeking to find a probono lawyer to assist me.

  Business Response

  Date: 03/11/2024

  I am very sorry, but you are not our customer. We have nothing to do with ********************** of *******. You are in the Universal solar direct of ********* for the Better Business Bureau complaint. I will try to contact the person in ******* for you. 

• Initial Complaint

  Date:03/04/2024

  Type:Service or Repair 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.

  Just got off the phone w/**** from Universal Solar Direct....these pompous fools think they can rip us off...I have had Solar with them for over 4 years....they scammed me...I'm a single guy in a 1200 sq ft house and I pay anywhere from $50-200 on my energy bill a month...the electric Charger for car never worked to this day and they came out several times to fix...after complaining they offered $500 cash or 3 panels...I took the panels of course and still I get bills $50-$200 a month...over 20k I paid and its all paid off. Go to ****** or Tesla...I make 83k a month so it doesn't hurt me but the average *** I feel sorry for.

  Business Response

  Date: 03/12/2024

  Per our conversation on the phone March 1, 2024 your solar system is producing within specifications and meeting the contracted amount. In September of 2021 we even added three more panels to your system free of charge which your system did not meet the production gurantee.  which was on your contract. We previously sent a technician to your home to fix the ** charger March of 2023, and the ev charger was working .We offered to send a technician out to your home since you just told us it was not working but you refused.  We also came to your house on Thursday March 7th  and installed another addition 3 panels free of charge.  Our company takes pride on what we do and if there our any additional panels needed you will be charged for them, we went over and beyond for you.

   

• Initial Complaint

  Date:11/08/2023

  Type:Service or Repair 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.

  We ordered our solar in May. Its November and it still is not working. 2-3 months of the delay was not their problem. A new panel had to be installed. It was installed Oct 11. There were wires left exposed, which we temporarily covered up. It was weeks before someone came to patch around the new panel. They sent a stucco guy to fix wood siding. He was doing an awful job. He covered up a junction box with a piece of wood going horizontally, when our siding is vertical. Explained the junction box needs to be secured and be accessible to the outside. He found an acceptable solution but he did not secure the box. He did not purchase enough caulking to fill all of the holes, and the paint does not match. Universal ordered an inspection but it was canceled because it was the wrong inspection. Then the inspector came a few days later and it did not pass. The necessary stickers were not on the outside of the panel and the junction box was never secured. We caulked the remaining holes ourselves. We will probably hire someone to repair it correctly. Meanwhile, they have been paid while we are paying $520 monthly on or level pay plan as well as paying the loan on the Solar of $278 monthly. They should have checked the panel, supervised their subcontractors work and had this done months ago. Additionally, we received a $400 from NV Energy that we did not expect, for turning the power on and off. Im calling Universal multiple times a day with no action!

  Business Response

  Date: 02/09/2024

  We used a company for her service panel upgrade and there were many issues.  When we heard of all these issues we got right on the situation and got all of the issues corrected to the customer satisfaction.

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

   

• Initial Complaint

  Date:11/07/2023

  Type:Order 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.

  In September of 2022 I signed up for a Solar ***** installation with a battery back-up as well as a circuit panel upgrade for an amount totalling over 100,000$ after interest. The initial schedule for the Solar ***** Installation was October of 2022. No contact from Universal Solar Direct and cancellation of installment appointments by Universal Solar Direct meant that Installation was not completed until December of 2022.The initial installation by Universal Solar Direct was supposed to be examined by an employee of Universal Solar Direct and an official from NV Energy. The employee did not show up from Universal Solar Direct and the inspector from NV Energy, upon inspection of the Solar ***** systems, failed the installation due to incorrect installation methods.Universal Solar Direct had to send out a team to correct the installation, it was then approved at the end of December 2022.Universal Solar Direct however did not provide the Circuit Breaker Upgrade as agreed, and cited supply issues until confronted directly at their place of business in March of 2023. After numerous failures to provide the upgrade as agreed in the contract signed in September of 2022, they finally sent out subcontractors to install the Circuit ***** Breaker Upgrade. However the Subcontractors reported Universal Solar Direct for improperly installing the Solar *****s in a hazardous manner, this required an additional instance of the Solar *****s being deactivated and a fine from NV energy for having to disconnect and reconnect the Circuit Breaker *****. Universal Solar Direct is responsible for financial damages resulting to their negligence by their own admission. However they have only paid out a check amounting to $250 (est) which does not cover the cost of over 30 days of electrical downtime, as well as NV Energy's disconnect and reconnect fee for improper installation. Attempts to collect this has been delayed and met with bad faith promises and lack of restitution

  Business Response

  Date: 02/09/2024

  More ********************* panel upgrade is out of our control with the timing. You did have permission to operate on your solar panels and batteries. The service panel upgrade date was determined by ************** that is the reason why it took so long.Due to exposed wires from existing wiring from the main panel the new panel was bigger than expected resulting in the relocation of equipment in your garage. We have reimbursed you for 14 days of down time which was calculated 14 days at 100kwh a day $156.80. There was and clerical error resulting in you getting $100 more on your reimbursement. In result we are not responsible for the ** Energy TDR fee of $420. This fee is not part of the contract we do pay for all labor &materials.  We did more than was needed to make you happy due to all the inconvenience from you service panel upgrade. 

• Initial Complaint

  Date:10/12/2023

  Type:Sales and Advertising 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.

  this evening, ****** from universal solar direct illegally cold called me at 7pm, and attempted to sell me solar panels. the first thing i asked was why would you possibly be cold calling people at this time of night.to which his response was "oh? we do this all the way up to 9pm."he then went on to spout his politics at me. honest to god he said this to me. he said "well the only reason i have to do this is because times are so tough ** of *****'s *******"my number is registered on the do not call list and has been for well over a decade. i would love to know where they are getting the public's private information from, that they are using to cold call people in *********. it was incredibly unprofessional his name was ****** and his phone number he called from was **********

  Business Response

  Date: 10/25/2023

  We have successfully  removed you from our list

  Customer Answer

  Date: 10/25/2023

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/07/2023

  Type:Sales and Advertising 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.

  Retailer calls up to 3 times per day selling solar. Every call they are informed we do not need solar because we already have solar that we own. They are very rude and want to argue with the facts everyday. The calls range from 1 pm and as late as 7pm everyday.

  Business Response

  Date: 08/08/2023

  We have removed your name from our call list. We had your information as you had at some point requested information from **.

• Initial Complaint

  Date:05/22/2023

  Type:Order 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.

  Jan 31 2023 should have been install date didn't happen until Feb 2 2023 then didn't complete roof install until Feb 8 2023. Then install wasn't complete as inspection failed by city. Once panels are up loan charges start, now paying two electric bills one for solar panels and one for NV Energy. I was told by ***** their support all payments would be refunded until solar panels were functioning. I received one payment however the inverter was never configured for wifi. Calls and emails were exchanged and finely got set up and started working April 26 once another tech came out to configure the inverter. They paid me for one month however April and May as the statements are 4th to the 18th of each month. I have sent emails to their refund department on April 12, May 10th and May 18th and still have not received the ****** per month totaling ****** or even heard back from them. Once they receive their money, I had to constantly reach out to them for to ensure all was being done as far as reinspection, when they were coming to install the Pigeon Guard. When you invest 30+ thousand dollars into something you would think the company would assist.

  Business Response

  Date: 06/21/2023

  The reimbursement has been mailed 6/12/2023 $132.62 check #****. There was only 1 payment that was due while the system was not activated. Your solar system has since been activated and is working normally. Date of activation 4/24/2023

  Customer Answer

  Date: 06/21/2023

   
  Complaint: 20091035
  
  I am rejecting this response because:

  I have yet to receive a check at ********* address or my ****** address which is where the check was to be sent. I have had someone check my mail as of 6/21/2023 and nothing from USD. Also, if you look at the emails sent and the completion email it is dated 4/26/2023 as being complete, the same day they came out to actually complete the setup.  My solar statements come out on the 5th of each month, and we are at the end of the month for Apil when work was finely completed, and I paid my solar bill on the 5th of May since it goes from the middle of each month. I should be receiving a check for the total amount of ******. This was all due to USD's incompetencies with setting up the system correctly from the beginning.
  Sincerely,
  
  ********************************************

  Customer Answer

  Date: 08/01/2023

   
  Complaint: 20091035
  
  I am rejecting this response because:

  I still have not received any funds from the company. I am still expecting to receive ****** as stated on my June 21, 2023 reply. They should also be sending it to my ****** address as I am not in ********* at this time.
  
  Sincerely,
  
  ********************************************

  Business Response

  Date: 08/02/2023

  See the attached documents that were submitted for reimbursement. There are 2 payments to Service Finance made by you. The 1st in April which we did reimburse because it was prior to the system activation, this payment was reimbursed. The 2nd payment was made in May after the system had been activated. We do not reimburse loan payments that are made after the system has been activated.

  Customer Answer

  Date: 08/03/2023

   
  Complaint: 20091035
  
  I am rejecting this response because:

  I have not received the second payment. I received one in March at my ****** address sent by *****, then the ***** payment came and has not been received. If they look back in their records, they should see they sent on check for ****** to me in March to my ****** address. Still waiting on the additional check for ***** for ******. I have not received a second check they stated they sent; it now needs to be sent to my ****** address as I am not in ******. And whatever check they stated they sent in ***** they should be able to see if it cleared their bank account as verification, they I have not received it. 
  
  Sincerely,
  
  ********************************************

  Business Response

  Date: 10/05/2023

  I do not have an address for you in ****** please send it to me *****************************

  Customer Answer

  Date: 10/06/2023

  The address they should send to is 

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

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

  ********* ** 99515 

  I would like for BBB to forward on to the business so it is on record with this complaint. I also dont want to accept as I have not been paid yet and dont want to decline as I want them to send funds to my ****** address 

  Customer Answer

  Date: 10/10/2023

   
  Complaint: 20091035
  
  I am rejecting this response because:

  The address they should send to is 

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

  320 ************

  ********* ** 99515 

  I would like for BBB to forward on to the business so it is on record with this complaint. I also dont want to accept as I have not been paid yet and dont want to decline as I want them to send funds to my ****** addres

  
  
  Sincerely,
  
  ********************************************

  Business Response

  Date: 10/25/2023

  We have a service scheduled 11/2 are you able to check if the check is in the mail?

  Business Response

  Date: 10/25/2023

  I am answering your complaint, you agreed when you were audited by the lender on  Feb 2nd your system was installed which we were paid on Feb 17th, by the lender which your first payment wasn't until March 17th, which a check was mailed to you for the month of March.  As you can see in the attachment below your system started to product in April.  Wifi has nothing to do with the system producing energy.  So there is no other checks that should be paid except the one in March which you have.

  Thank you for being our customer

  *************************** **********************.

   

   

   

  Customer Answer

  Date: 10/25/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I will look again to see if check is in there 

  The mailbox has been checked several times and no check was in mailbox when last checked 

  Sincerely,
  
  ********************************************

  Customer Answer

  Date: 10/31/2023

  The mailbox in ****** was checked and no check was inside 

  Customer Answer

  Date: 01/23/2024

  With all the complaints there have been on this company. Something shouldve been done by now. I sure hope you dont keep their rating up high. It should be lower than a C all you have to do is ****** this customer and you will see all the complaints that you need to see this is ridiculous that its being closed and they have not had to pay for anything that theyve done 

  Business Response

  Date: 02/05/2024

  As you can we sent out your check twice to your home, I am not sure why you did not received the check.  Since we have sent out to checks to you already when you are back in town please call our office to arrange to pick up in person

   

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

  Customer Answer

  Date: 02/05/2024

   
  Complaint: 20091035
  
  I am not rejecting this response however will not close until I have received payment. I left a message today Jan 5, 2024 @ 1:57 PM stating I am in town just waiting for a call back from them on when to pick up.
  
  Sincerely,
  
  ********************************************

  Business Response

  Date: 02/15/2024

  I just called you once again and left you a message on your voicemail. I have no record that you called and left a message. Please give me a call if you are in town and you can come pick up the check and if you are in ****** I can mail it there.