ComplaintsforSol-Up

• Initial Complaint

  03/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  3 of our solar panels have burn marks and are not working, and additionally the monitoring device isn't working. We have carefully checked and all of these are guaranteed and will within warranty. The Sol-Up site states that they only take warranty requests in writing via mail. We therefore sent them a mailed letter (Certified, return receipt which we have), and waited the requisite 60 days with no response. Phone calls are to no avail. Sol-Up needs to repair/replace the non-working solar panels, provide the requisite monitoring device, and probably reimburse for electric bills since date of no resolution.

  Business response

  03/15/2024

  ********************** purchased the system from *******************. The warranties associated with the system were explained and transferred at no cost to ************************.

  All of the warranties associated with this system are and remain with the manufacturer. Unfortunately Sunpreme, the panel manufacturer, is no longer in business and therefore replacement and or repair parts are not available. The roof penetration warranty provided by Solup remains in effect. 

  We have shared this with ************************ as well as offered a solution at reduce price in an effort to assist however he declined that option.

  We remain available to **************** to assist where we can. 

  Regards, 

  ********************************* CFO

   

   

• Initial Complaint

  11/20/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Purchased Solar Panals in April 2023 ( 29 panels) On line June 13th 2023 Proposal by Sol Up was system will produce ***** KWH for the year Broken down on proposal for each month. We went with Sol Up due to the system production. As of November 20, 2023 I am 20% below proposal production and estimated 25 % down for the year ending on June 12 ****

  Business response

  12/19/2023

  We have been in contact with ************ and a resolution has been reached. We are in the process of completiting the documentation and once that has been finalized we will forward a copy for your records. 

  Regards, *********************************, CFO

• Initial Complaint

  06/16/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I contracted to install solar on my home at ***************************************** on 11-22-22. I paid in full on 12-29-22 in order to take advantage of a tax credit. Almost immediately after paying this in full, it was obvious that I was having major relationship problems in my life. I called ****************************** prior to January 20, ****************************************************************************************************** the home. On January 24th I received an email from ***************************** from Sol-up reminding me of my solar installation for February 8th. I emailed ********* back and let her know that I had talked to **************************** about not installing. Later that day I received an email from Sol-up accounting with a form letter attached (included). I informed them I had paid in full. I've asked for a refund and have not received anything. On 3/31/23 I received a call from ***************************** informing me that they would refund me $8,400. I told him that is unacceptable. He said he would talk to others at the company to try to make that amount larger and he would call me back as soon as he talked to them. I never received another phone call from ****************** There was nothing special about my system. I can see that there are permit costs and some other things, but I certainly don't feel I owe them material costs and profit on a job they never installed! I have made several attempts to contact by phone prior to 3/31, and emailed as well. On 4/12/23, ****************************, sent a text which read "Sorry bud. I'm trying to sell the system to the new home owners to get you a full refund. If I can't the company let me know they can only return 30%." I responded with "That's ridiculous, immoral, and unethical." I have continued to text ****************** since then. As of 6/16/23, I have not had any response from anyone at Sol-up regarding this issue. Pertinent information has been uploaded to this site. I have also filed a complaint with the ****** *****************

  Business response

  06/27/2023

  Subject: Response to BBB Complaint ID #******** - *********************
  
  Dear Better Business Bureau,

  We appreciate the opportunity to respond to the complaint lodged by ************************* regarding our services. We take our customers' concerns very seriously, and we make every effort to resolve any issues to their satisfaction.
  
  ************** entered into a contract with our company, Sol-Up, on November 22, 2022, for the installation of rooftop solar panels on his property. In line with this contract, he made a payment of $8,400 on December 29, 2022. ************** acknowledges this payment was motivated by his desire to take advantage of a tax credit.
  
  On or before January 20, 2023, ************** informed Sol-Up of his impending divorce and his intention to sell his property. At that time, he requested a cancellation of the contract and a refund of his payment. Sol-Up informed ************** that the tax credit he sought could only be obtained after the installation was complete. Furthermore, the contract he signed and paid for was binding and didn't allow for termination on grounds of divorce.
  
  Upon learning that ************** had finalized his divorce and sold his property, we offered possible solutions including transferring the solar installation to his new home (if purchased in  ******), or transferring the contract to the new homeowner. These solutions aimed to uphold the contract's terms while considering ****************** changed circumstances. However, ************** disclosed that he had granted his property to his ex-husband and was unwilling to discuss the matter with his ex-husband.
  
  Our actions and communication with ************** have consistently been guided by the terms of our contract and a desire to find a fair resolution. We believe his complaint with the BBB is an attempt to exert undue pressure on our company and evade the contractual obligations he voluntarily undertook.
  
  We respect ****************** right to voice his dissatisfaction but firmly believe we have acted in good faith, upholding the contractual agreement and offering viable alternatives in light of his changed circumstances. We remain open to engaging in constructive discussions to find a resolution within the contract's confines.
  
  We trust the BBB will consider our response and the facts of the matter when reviewing this case.
  
  Thank you for your attention to this matter.
  
  Sincerely,
  *********************************
  CFO
  Sol-Up 

  Customer response

  07/08/2023

   
  Complaint: 20196234
  
  I am rejecting this response because:

  The reply from Sol-up contains errors and it doesn't indicate any sort of remediation!  

  On December 29, 2022, I made a payment of $24,482.82 (uploaded originally), NOT $8,400 as stated.  This was in addition to the $1,000 paid with the order.  Yes, I did want to pay before the end of the year to obtain my tax credit on my 2022 taxes.  Since I did not have solar installed, I did not include a solar credit on my 2022 tax return.

  A refund of $8,400 from Sol-up is not reasonable after giving them $25,482.82 and not receiving anything at all.

  There has been no communication from Sol-up in order to try to resolve this issue.  An $8,400 refund is ridiculous.  I would consider allowing Sol-up to keep $8,400 and refund the rest ($17,082.82) to me.  

  I have never had conversation with anyone at Sol-up regarding this matter other than ***************************** or Sr.  I don't see how Sol-up can say they have acted in good faith and remain open to constructive discussions when I haven't had contact with anyone from Sol-up since 3/31/23.

  Again, I would consider allowing Sol-up to keep $8,400 and refund the rest ($17,082.82) to me, considering Sol-up did not furnish anything at all.   Yes, the timing of my "divorce" was unfortunate, but there are certain ethical standards that can be applied here regarding a refund.
  
  Sincerely,
  
  *********************

  Business response

  07/11/2023

  Sol-Up has a valid and existing contract with ************** for the property that was conveyed by ************** following that contracts execution.  Sol-Up stands ready to perform that installation accordingly.  Simply put, Sol-Up has violated no laws and has performed all of its obligations under the agreement with ************** to date.  Any arraignment between ************** and his former spouse involving the sale of the property does not involve Sol-Up or affect the contract with Sol-Up for the solar installation.

  Customer response

  07/12/2023

   
  Complaint: 20196234
  
  I am rejecting this response because:

  I don't understand how this can be an acceptable outcome.  I have paid Sol-up over $25,000 and received nothing in return.  If I had fully financed this installation and the same issue occured, would Sol-up be coming after me to pay them the entire amount for a system that wasn't installed.  I feel like Sol-up is treating my payment as a free gift and I have no reason to gift Sol-up.  I guess this is a moral and ethical issue.  Once again, I will emphasize that I have had NO COMMUNICATION from Sol-up.  Sol-up has made no attempt to satisfy my request.  Even though they offered a pitiful amount of $8,400, they have made to attempt to pay those funds.  Just in case Sol-up can't find my phone number, it is ************.
  
  Sincerely,
  
  *********************

  Business response

  07/13/2023

  Sol-Up has a valid and existing contract with Mr. **********;for the property that was conveyed by Mr. **********;following that contracts execution.  Sol-Up stands ready to perform that installation accordingly.  Simply put, Sol-Up has violated no laws and has performed all of its obligations under the agreement with Mr. **********;to date.  Any arraignment between Mr. Wendt and his former spouse involving the sale of the property does not involve Sol-Up or affect the contract with Sol-Up for the solar installation.

  Customer response

  07/18/2023

   
  Complaint: 20196234
  
  I am rejecting this response because:

  I don't see what my relationship status has to do with Sol-up receiving $25,000 to install a solar system, and when asked to cancel Sol-up feels it is proper to keep the $25,000 regardless of the fact they haven't installed anything of value for the money received.  This has nothing to do with my relationships and I don't understand why Sol-up believes they should be referencing this.  Yes, I agreed to have solar installed and paid in full.  Due to whatever circumstances, I asked them to cancel the contract.  I guess Sol-up believes it is ethically okay to keep this $25,000 as a gift.  Sol-up should be putting forth some sort of offer for a refund that is acceptable to me, rather than continuing to harp on about my GAY relationship!  This is about money and performance for that money.  I don't know what there is to accept or reject in Sol-up's response nor do I see anything of substance in their response.  At any rate, I no longer own the property, so Sol-up has a contract to install solar on something that no longer exists in the manner written in the contract.  Sol-up, please return 67% of the total money I paid, and this will end.
  
  Sincerely,
  
  *********************

• Initial Complaint

  04/12/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased a complete solar package for my home at a cost of $57,277.72. Throughout the sales process I was assured more than once that the package designed would be more than adequate to handle our electrical needs. Since I just purchased an electric vehicle I asked several times if the system being designed would be adequate to handle this new vehicle and was again assured that the system would handle it. Unfortunately, the system was not adequate and we are still having to pay for electrical overages each month. I called several times about my disappointment and the only remedy offered was to purchase 3-7 more panels for an additional $10,000.

• Initial Complaint

  03/10/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Looked into getting solar panels with this company. Signed up with them. They came out for a site survey. We were going over payment options with Sol-Up. They tacked on a 30% surcharge equating to almost $10,000. I told them that we are no longer interested in Sol-Up because we were never informed of this fee. They tell me, a month later, that I cannot cancel because they give 3 days to cancel which I was outside of. I didn't hear about this 30% surcharge until I was outside of their remorse period. Now they are trying to put a lien against us for the full cost of the solar project even though they only ever came out for the inspection. I spoke with the CFO who told me that I could pay for just the labor done and he would be in contact with me when he had time to draw up the proposal. Still no communication but they're intending to move forward with a lien. The original contract was $18,000 and the lien is for $24,000.

  Business response

  05/05/2022

  Business Response /* (1000, 5, 2022/03/21) */ Re: Work Agreement 21-019451 To Whom it May Concern, On or around 12/06/2021 you executed a Solar System Agreement (the "Agreement") With Sol-Up Inc., a Nevada Corporation (the "Company"). According to the terms of the Agreement, for a total project cost of $24,674.46 (the "Fee"), at the location of ***************************************** (the "Property"), the Company would perform the work to install the following system components (the "Components") on the Property: 6290 Watts D/C Solar System 17 Panasonic EverVolt EVP370 370W modules 1 Solaredge Inverter HD-Wave SE7600H-US 17 Solaredge 401 Power Optimizer Solar Racking System Bird Protection around Panels The Agreement provided a grace period, wherein you were granted the "right to rescind the transaction by giving the required written notice of cancellation until midnight of the third business day, "which would have occurred on or around 12/09/2021. However, no such notice was provided, and the Company began performing work to effectuate the Components upon the Property, including but not limited to performing site surveys (of both the property and the roof), preparing reports, filing submissions for licenses and plans, and acquiring necessary materials. To this date, no payments of the Fee have been made and, as per the Agreement, a "monthly finance charge of 3% of any outstanding balance and reasonable attorney fees; including, court costs and other collection costs may be applied to any delinquent account." In addition, the Agreement also provides that the Company has the "right to file a 'mechanics lien' on the Property. "While the Company remains ready, willing, and able to complete the installation, should you fail to timely tender payment to the Company, the Company shall seek all available remedies under law and equity, including the enforcement of its mechanic's lien upon the property. To prevent the full initiation of the legal process, please contract the Company's undersigned representative. Consumer Response /* (3000, 7, 2022/03/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have spoken with the CFO who was supposed to call and email me with the charges for the site surgery and pre-install work. No response has been heard from this gentleman. I very specifically said I would pay for the time for the people coming out to the do the site survey and other pre-install items but I would not be paying for the entire cost of solar panels that were never given to me or installed at the house. Sol-Up is still in possession of all materials for this job. As agreed before, I am willing to pay for services rendered but I refuse to be charged for goods (solar panels and equipment for said panels) that I never received and Sol-Up used for another customer and charged them for. Feel free to reach out to me and I will GLADLY pay for the other charges incurred in full, as previously discussed with the CFO. Business Response /* (4000, 9, 2022/03/30) */ To Whom It May Concern, We have been and remain willing to accept partial payment for services rendered. Please contact our office at your earliest convenience to arrange payment. Thank you Business Response /* (4000, 12, 2022/04/06) */ To Whom It May Concern, We have been and remain willing to accept payment for services rendered. Please contact our office at your earliest convenience to arrange payment. Consumer Response /* (4200, 14, 2022/04/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Half of my complaint is that I can't get ahold of you guys. I was supposed to receive a phone call back and never have. I have called and left another voicemail today. Please have your office call me back. My phone number is ************* Business Response /* (4000, 16, 2022/04/12) */ BBB we want you to know that per a phone conversation with Mahlia today, she is in the process of purchasing a solar system from another company after signing a contract with us. We don't feel that she should be let out of her contractual obligation to us just because she found a better price from another company. Email response to Mahlia dated 4/12/22: As per our phone conversation of today we are willing to release our lien rights for payment of services rendered in the amount of $2,500.00. This release is contingent upon you not having purchased another solar system from a different company for a year after entering into the contract with Sol-Up. You entered into a contract with us on 12/06/2021. Although not obligated to we are willing to release the lien when you sign a statement attesting to the fact that you have not and will not be purchasing a solar system from another company until after 12/06/23. Should you disagree with this you may file a complaint with the Nevada State Contractors Board to the address and phone number listed on page 4 of the attached contract that you signed with us. Consumer Response /* (4200, 18, 2022/04/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) We reached out to your company originally because we wanted solar. Your sales representative went out of his way to leave out an almost $10,000 surcharge that wasn't explained until AFTER the contract was signed. Your business baits people into contracts and then attempts to extort as much money as possible by adding on extra fees and saying your customer is forced to pay whatever you say. The day I canceled I said I wanted to get solar but no longer felt comfortable using Sol-Up as I was blatantly lied to about how much it would be. I spoke with accounting two days ago that sent me an itemized list of charges Sol-Up incurred including lien fees. My husband wrote an email stating we would pay these charges (including paying the commission for the sales representative that lied to us) but would not sign any contingency. The next day, yesterday, another email was sent which had the link to pay. We paid completely. At this point, we have paid every dollar they incurred and any additional charges or contingencies (when we have been honest from the start of our cancellation process) is just further proof of the shady decisions this business continues to make in order to extort any penny they can get out of you. Business Response /* (4000, 20, 2022/04/18) */ We have settled this dispute. We accepted a payment for services rendered from the customer. Consumer Response /* (2000, 22, 2022/04/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) We have paid everything they have asked.

• Initial Complaint

  03/02/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On, or around, 7/6/2021 a sales representative for Sol-up came to my house to offer a solar panel installation. I agreed to have a system installed and signed a document that, as explained to me, was contingent upon financing. The representative explained that there was a time limit on declining the contract but assured me the credit check would return in time. The financing terms were disclosed to me sometime within that grace period and I declined the terms as it required a $2-3k down payment. I received no further communication, no work was done on my home, and I believed it to be a settled matter. Almost 6 months later, I received an email from their CFO threatening to place a lien on my home if I did not start making payments. He claimed I provided no notice within the grace period and that the contract was not contingent on any financing. I argued, as his claims don't line up with my experience, and refused to make any payments. A lien has now been placed on my home for ~$25k.

  Business response

  05/05/2022

  Business Response /* (1000, 5, 2022/03/09) */ Contact Name and Title: Laura H*****, Admin Contact Phone: 702-586-9800 Ext 510 Contact Email: **************** Mr. Ernesto M**** *********************************************** Re: Work for Agreement C-21-016891 To Whom It May Concern: On or around 07/2/2021 you executed a Solar System Agreement (the "Agreement") with Sol-Up Inc., a Nevada corporation (the "Company"). According to the terms of the Agreement, for a total project cost of $25 787.95 (the "Fee"), at the location of, 9843 Sierra Canyon Way Las Vegas, NV 89147 (the "Property"), the Company would perform the work to install the following system components (the "Components") on the Property: 11220 Watts D/C Solar System; 34 Q Peak Duo ^5 330 modules; 1 Solaredge Inverter HD-Wave SE10000H-US; 34 Solaredge P340 Power Optimizer; Solar Racking System; and Bird Protection around Panels. The Agreement provided a grace period, wherein you were granted the "right to rescind the transaction by giving the required written notice of cancellation until midnight of the third business day," which would have occurred on or around July 6, 2021. However, no such notice was provided, and the Company began performing work to effectuate the Components upon the Property, including but not limited to performing site surveys (of both the property and the roof), preparing reports, filing submissions for licenses and plans, and acquiring necessary materials. To this date, no payments of the Fee have been made and, as per the Agreement, a "monthly finance charge of 3% of any outstanding balance and reasonable attorney fees; including, court costs and other collection costs may be applied to any delinquent account." In addition, the Agreement also provides that the Company has "the right to file a 'mechanics lien' on the Property." While the Company remains ready, willing, and able to complete the installation, should you fail to timely tender payment to the Company, the Company shall seek all available remedies under law and equity, including the enforcement of its mechanic's lien upon the Property. To prevent the full initiation of the legal process, please contact the Company's undersigned representative. Sincerely, Stephen H***** Stephen H***** Chief Financial Officer h*****@solup.com 4305 Dean Martin Drive, Ste. 150Las Vegas, NV 89103solup.com office 702.586.9800 ext. 510Nevada C-2 #75025 Bid Limit: $800,000 Consumer Response /* (3000, 8, 2022/03/10) */ Contacted the sales representative that was my sole point of contact during the initial proposal phase. His name is Michael S**** and he can be reached at 702-861-4612. He didn't even acknowledge my request to see the original proposal and abruptly stopped communicating with me. Consumer Response /* (3000, 11, 2022/03/11) */ ***Document Attached*** There was only one person from Sol-up with whom I dealt with during the entirety of the process, and that was Micheal S****. Mr S**** presented the contract to me as being contingent on financing. Once the terms of the financing were shared with me, I turned down the entire project immediately due to a down payment of $2-3k being required. Michael S****'s father also worked for Sol-up and he contacted me shortly after I declined the offer in an effort to change my mind in the case he'd be able to secure a loan for me that did not require a down payment. I was denied that line of credit and there was NO FURTHER CONTACT FROM Sol-up until January of this year. I have recently been in contact with Michael S**** and when I asked him which proposal it was that I turned down, he replied with "20" meaning I turned down the financing option that was to paid over the course of 20 years. See attached screen shot. He was fully aware that I turned down the deal. His father was fully aware that I turned down the deal. If the only two representatives from Sol-up that had contact with me were made fully aware of my intentions to not execute the deal, I did my part. Sol-up is misrepresenting the facts and acting in bad faith. No further work was performed on my property, no further contact was made, no explanation that I was violating any contract was communicated with me. Business Response /* (4000, 20, 2022/04/21) */ Mr. M**** signed a cash deal contract and when we attempted to collect the agreed upon down payment he didn't have the money because he was purchasing an engagement ring. We attempted financing through our lenders and he was denied credit. As stated in our original response we have incurred costs such as performing site surveys (of both the property and the roof), preparing reports, filing submissions for licenses and plans and acquiring necessary materials to complete the contract as agreed. We served him with a 15 day Notice of Intent to Lien prior to filing a Mechanics Lien against his property. We are still willing to move forward with the cash contract and perform the work and services as agreed. Consumer Response /* (4200, 22, 2022/04/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) The "cash" deal as explained to me by Michael S**** Jr was dependant on financing. As I explained before, once the terms of the financing were disclosed, I turned down the deal. That was my required notification within the allotted gave period. I signed no further contract. Michael S**** Sr contacted me in attempt to agree to a new deal if he could get me financing that required no down payment. I was denied that financing and I never heard from Sol-up again until Stephen H***** emailed me threatening the lien SIX MONTHS later. There was no attempt made at collecting ANYTHING prior to that. This latest response is only further validating my point: I communicated with Sol-up as required by the contract that the deal was off. S**** Sr's attempt to retain me as a client was purely through verbal communication and should not count as an extension of the contract terms. Business Response /* (4000, 24, 2022/04/28) */ We have addressed your concerns with our previous responses and have nothing further to add. You have filed a complaint with the Attorney General's office and our attorney is drafting a response. Thank you.

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