ComplaintsforStraightline Solar Group, LLC

• Initial Complaint

  04/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Last July we paid more than 70K to Straightline and we are still not connected to NV Energy grid. Our representative is not returning our phone calls. Hi name is ******* and he was very responsive until he got out last payment . Now no one care to finish the job. Also they dropped a solar panel on our front porch during installation and a damage occurred. We have it on our CC camera. We need action taken against this company immediately. They are not to be trusted!

  Business response

  04/04/2024

  Hello ****** this is ***** with Straight line. We see you have reached out regarding your solar installation. I tried calling you at the supplied ************ and one of our team members left you a message. That is not the number we currently have on file and the number we have on file says it is no longer in service. ******* is no longer working with Straightline Solar Group so we have been unable to contact you. Please give us a call back at your earliest convenience. 

  Customer response

  04/19/2024

  ****** from Straightline Power reached out to us and hopefully the issue will be resolved eventually. Next step is, seems like, putting in cables to connect the panels to the invertors.

  We'll be expecting to have a date when the solar installation will be connected to NVEnergy grid. Progress has been made, but the job is not done yet.

• Initial Complaint

  01/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had my solar panels installed and activated in July '23. They have not worked, my electric bill is the same as it was before they were installed. I contacted them in November to come and fix. They finally came out in January and said something was wrong with the software in the system and they would need to send out another tech. It has been a week from that point and have not heard an update and will not wait another two months for action to take place. It's already been 7 months.I was told to reach out to ***************************, who was my sales person, he has been unresponsive to both my emails and voicemails.

  Business response

  02/19/2024

  Hello **** we are sorry you are experiencing this frustration and want to do everything we can to help you with your problem. We have reached out to you directly via email to do an in person site visit to verify system production. Your system is covered under manufacture warranty so if there is any issues we will be sure to fix or replace your equipment to get you back on the road to Solar savings! My records show we have you on the schedule for February 23rd 2024 for a site visit. 

  Customer response

  02/23/2024

   
  Complaint: 21164082
  
  I am rejecting this response because: ************ told me they scheduled a tech to come look at my system. It is end of day and no one has shown up or if they did, did not ring my bell to inform me of a fix or what next steps are. This is the second time they have told me they're scheduling someone with no one showing up.
  
  Sincerely,
  
  *********************

  Customer response

  03/06/2024

  Please close my complaint.

  Straightline has come out and fixed the issue with my inverter box and reimbursed me for past electric bills charged.

  Thank You.

• Initial Complaint

  08/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Let me start by saying that I have the same issue that the others that have dealt with this company are having. No communication!! Our representative ********************* was great up until the solar panels were installed. After that it took approx. 3 months of constant phone calls and text messages to Caled to get the panels activated by NV energy. Caled at one point told me to call NV energy. He said that as the home owner I could get an answer from them faster than he could. Once I called NV energy I found that a work order had not even been put in yet (3 months since install). Once I told ***** his response was like every other time. "let me get in touch with the team". The panels got activated quickly at that point. However moving forward the damaged my patio cover when installing ************ breaker panel. We do not know this until it rained and water came through the roof right where the new panel was installed. Also I have yet to be given access to monitor my solar output as promised. I have gotten really tired of the run around from ***** that I finally went to the office address listed for Straightline Power. Low and Behold it is a *** store. The phone number listed goes to an out of state answering service that knows nothing and cannot put you in touch with anyone. The second address that I was given took me to an industrial area of town and that building houses 25 different businesses. I went to each one and none of them had ever heard of straightline power. By the way my power bill has been increasing every month with no extra power useage. I dare ****** Grey to tell me that my panels are performing the way they should. Here is my response to that. Come to my house and show me my panel output. While you are there you can also give me access so I can monitor them as well. Mosaic the bank they use to finance everyone is also a fraud. They have no info. on this company. Come on ****** I am waiting for you.

  Business response

  10/04/2023

  Hello ******* this is ***** with Straight line Solar Group.We are sorry for what seems to be miscommunication and we would like to recap things and help you with your issue. It seems that your independent sales representative ********************* worked with you on your system from sale to install.It looks like your system required a Main electrical panel upgrade in order to support your new solar system which was installed by a subcontractor of Straightline Solar Group LLC. Unfortunately, due to delays from yourself in bringing the property up to code we were unable to install your new main panel in the time frame you had requested due to your neighbors over grown tree it was unsafe and life threatening to disconnect the overhead power line and perform the main panel upgrade. NVE refused to perform the work until it was safe and offered to cut the tree free of charge. ************* was slow to react to trim the tree so according to ********************* from the records we have,said that you were going to trim the tree for your neighbor? We dont get paid until work is complete so naturally, we work as fast as possible to get the work completed. So free of charge we spent an entire day trimming you neighborstree to speed up the process to get your system turned on.
  Once your system had PTO or permission to operate, we promptly commissioned your solar system. However, there was an electrical issue with the board on your solar inverter. Typically, we do a warranty exchange which could take several weeks. We thought this too long so we instead provided you with a brand-new inverter at our expense to get you turned on ASAP. As far as the confusion on our location per the contract our mailing address is ************************** this is not our office or our operations warehouse location.
  Concerning the leak in your back patio where your main panel was installed. Our records show that the subcontractor who performed the main panel upgrade remedied the situation. If this remedy did not fix the issue or you believe there is still a problem, please feel free to email ***************************************** or email warranty claims to the ************************** per your contract so we can help however we can.
  Concerning your solar monitoring your system is showing it is on and producing and clearly states the production on the unit display. The usage and production can also be seen on your ******************* bill. For additional monitoring your independent sales rep who contracted Straightline to install your system should have provided you a link to access shine phone which is the app used to access your inverter. As far as production estimates and system size your independent sales rep ********************* sold you a specific system which we installed and is currently operational on your home. If your intendant sales rep is unresponsive, we can assign a coordinator direct from Straightline to help you understand your usage, production, and solar system in general.
  Concerning the financial provider for your loan *********** your project ID is ****************************. Your solar contract as well as your Mosaic loan have all been emailed to you and any questions can be answered by calling Mosaic at ************.
  We hope that this information will work to help resolve your confusion and solve the problem you are having. We have thousands of Happy customers and install new homeowners Monday through Saturday so we hope you can become one of our many satisfied customers. 

• Initial Complaint

  02/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased solar Pannels last April I believe, every thing went well, electric bill starting to go down, with a few exceptions, I was told I need to store more power with NV energy, ok. I received an electric bill of $80.84 for this month and nv energy told me my solar Pannels were not producing enough power, I have tried calling straight line and ****** **** who was my sales rep, since I received my bill with no answer, called and called, called the *** no answer, only a leave message voice, NO ONE calls back, out of the blue ****** **** calls saying he has been sick, this is not the first time he has said that, There is no communication with this company, no assurance they will come and check, ****** did say he would send me a link so I can keep track on the update as to when the guys will come out to check, guess what it doesnt work, so in the mean timeI have to *****, not only pay the ******* that financed the pannels but NV energy. I wish I had never done this, and I most certainly wouldnt go with this company. I am on a fixed income and cant afford two bills.

  Business response

  03/14/2023

  Hello ******** after reviewing your account we see that we have reached out multiple times to verify system production and review your solar utility bill to help you understand the billing structure. Our records show that we have received up to 15 calls a day back-to-back as well as text and emails all have been responded to. ************** was dispatched within a week to review system production in person despite our wireless monitoring showing no faults. We waived that service fee for you. Please see the text conversation between you and your sales rep. ************ dont see any errors or production issues as you can see from your attached power bill. As we reviewed with you over the phone and via text your system generates power on a yearly basis so while we offer system upgrades we would prefer you wait until you had a full year of usage. The last time we made contact you decided it was best to wait for a full year and review again if you were using more power and in need of a system upgrade at that time.  
  We would love to upgrade your system early if necessary if thats what you would like to do.
  Thanks! Your friends at Straightline 

• Initial Complaint

  08/11/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  ****** the Sales Rep came out to talked to me about solar, I explained that I wanted a patio cover with solar panels verses the roof panel. I also explained that if they built the cover they would have build an extension that would cover the patio sliding doors, they agreed that they could build this as well. ****** sent out his contarctor ******* which measured and also agreed that he could build both. ******* explained that the extention would have to be built after the Solar panels were inspected, this portion was completed in May of this years and sense then , I have just been getting excuses from ****** why it's not done yet. At one point I wouldn't get any response from neither guy about finishing this job. I talked to ****** on Aug 2rd and he's still giving me excuses about the City is looking for more Document. Its been 4 months , i'm worried I will be left high and dry without solar. Note : This job did not start till May of ********************************************* the back yard and I have doucumentation to prove it.

  Business response

  08/31/2022

  Hello ************************* after reviewing our records we show that ****** and ****** have contacted you and performed the Solar permit inspection in person with ***** the building inspector while you were home. According to the inspector ******* notes he is requesting a ground mount inspection which is different from what our correspondence with the building department shows as they originally requested a non-rooftop solar permit only. The building department has credited us for the permit difference and we have resubmitted and are awaiting review for final approval. As you know from speaking with ****** the inspectors aren't familiar with solar shade structures and solar frames so depending on the inspector, they want to see different things as they are not all on the same page. Thanks for your Business!

  Customer response

  09/01/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I say no because as a vendor that creates a product for the public, we put our trust in you to make sure everything is in place before you sell to the public. Yes I was there when the inspector came out but it's been months and I still don't have solar and don't know when or if I will get it pending the inspectors review. If he approves it great, let this incident be your learning point for those that will come after me. But let me say this in closing, the product is great and what I ask for, I just need this job to be done.

  Business response

  09/14/2022

  Hello **** thanks for the kind words we are glad you are happy with the solar shade structure. We can't wait to get you turned on. As of today 9/14, your inspection is still under review with the building department. Solar shade structures are new to many inspectors in your area and while many projects are approved in a quicker manner your custom cantilever patio requires a longer review process. We originally submitted as instructed by the building department as we do on all of our other structures. Unfortunately, the inspector on site wants to see a different permit than we usually apply for. We can't wait until your turned on and producing power so you can refer neighbors and friends!

  Customer response

  09/15/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I understand that we are waiting on the inspector, I will not accept anything until this job is complete. what I don't want to happen is for me to accept this and you guys stop applying pressure on the city release the project. Get the power turned on and the project complete and I will accept.

  Business response

  10/25/2022

  Hello **** thanks for reaching out again I completely I understand. We are awaiting that final permit as the inspector as well as the building department are both calling out different things. As soon as we have that resolved we will submit to NVE and get you turned on. I'm sure ****** already reached out with the good news about the reduced payment and increased tax rebate that you will be getting back with the new solar changes. We will keep you updated on commissioning of your system. 

  Customer response

  10/26/2022

   
  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

  07/11/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Seeing trend w/ other complaints Straightline Solar Group (SSG) explained away. It is clear the issue is not customers'. Also in Aug 2022, I entered agreement w/ SSG to replace then-current patio roof for newly bought house incl. ***************. As w/ other complaints, install took several **************** isn't complete nearly 1 yr later. I knew it may be longer & it took a few months to complete. They switched from patio to main roof due to sun exp. but promised patio (their M.O./install solar & promise "complementary" work). After install, it took several months & fixing paperwork for NVE insp. & approval. System wasn't turned on until March, 7 months after agreement. Patio restoration is still incomplete. It took more time for patio roof, which is now fortified, but have ceased contact w/ me inquiries about finishing replacement of ***************** as promised & verify operation of panels as NVE $$ is OVER what was expressed at the agreement. They said my energy bill would be minimal w/ offset. Since activation, March=$120, April=$110, May=$175, June=$321. An issue is financing is coming due & I budgeted financing based on offset savings expressly described. It may be net meter but doesn't seem set-up is generating excess. I can accept system needs calibration but SSG has not responded. I did email support email w/ no response. I reached out to sales rep for technician to check *********** ceased replying. The proj man. Did reply to some weekly calls & texts but responses mostly "I will get out this week" (never happened but maybe twice in 12 weeks) or telling me why something caused delay. He also ceased responding. Seeing other complaints, seems to be standard procedure, promise work, leave undone, & say the job is complete in response. I went w/ SSG as I needed patio replaced & solar ************** promo for both fit my needs. They changed agreement, left incomplete, now ignoring my weekly (not daily) communication to sales **** ***** ***** ***** support.

  Business response

  07/24/2022

  Hello ****** after reviewing your account and contract and completing an investigation into your complaint we are in need of some more information from you. According to our records your system is on running and producing power as designed. We do not have any errors or production issues we can see on our end. We also see that you were given a 12-month grace ****** in order to allow for PTO delays from your utility as well as get you through the summer. We do this in order to ensure customers aren't paying for a system that is not on and producing. So, to be clear you have not made a single payment toward your system as of yet and your power bill would me much larger without the solar production credits you are receiving. Our records also show we have responded to your requests for more information and have explained and resolved your issues when it comes to net metering credit and expected bills from your utility NVE. Since your utility bills monthly you will need a full year of credits to see the full effect of savings for your home as explained via email.
  We also show that the patio has been replaced and reinforced and that your project has been completed according to the contract several months ago. Please provide a picture of the incomplete patio structure to our email ************************************ as the completed pictures that we have show it is completed. As for the mister system and sunshade please provide a copy of the agreement that shows straight lines responsibility for those aspects of the patio. Straight-line offers Solar shade structures and roof top solar installs and we don't have a record of a contract referencing those items. We do not sell sun shades or mister systems but we do offer help installing those items purchased by the homeowner if requested by the home owner and included in the contract. Feel free to reach out via email with the requested documents and pictures to ************************************. Thanks so Much *****!
  

  Customer response

  08/04/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The response is not congruent with how the system was described when sold to me and the response does not include what they explained to me, which shows further discrepancies. The package was described as 100% offset or very close to it when I explicitly asked. From what I understand of my system's production v. consumption, it does not appear to be close to offset and this was explained as being due to basing the system on NV Energy estimates for home size. This leads me to believe the output is insufficient regardless of credit since an excuse was already made. Whether or not I have made a single payment is immaterial because my grievance isn't what I have paid yet but for what I will have to pay when the payments start soon. The company has in fact been paid by the financing company. Because I haven't yet paid the high utility bill and the loan payment is immaterial because I will have to soon and that is my grievance, that my anticipated budget is inadequate due to misleading sales methods.
  
  The patio was eventually fortified, not replaced, which was the original agreement. I did accept the fortification though have learned it is not sealed due to recent storms, but the patio has not been restored for what was deconstructed, a mister and sunshade. I have repeatedly over a year asked for those elements and they were a part of the original understanding and agreement that the patio would be replaced with elements restored. The item may not have been written, itemized, but they were verbally explained as a part of the patio, originally and ongoing messaging. Until I escalated by complaint, not once was I informed the company does not sell shades and misters. In fact, I have messaging from the project manager in June of 2022 showing acknowledgment of the promised work. Messaging goes back through into 2021.
  
  The company has not provided an original contract or an amended contract placement of panels changed as requested. Nor have they provided requested warranty and arbitration info. There is no evidence that I have ever received a written agreement. The company cannot produce a contract or written agreement but every BBB compliant response shows them referring to their contracts for promises made and left unfulfilled. Like other customers, I only seek verification of system performance warranty work and completion of what was sold, patio restored, which is what I paid for. The company is choosing to ignore what they promised in order to sell panels.
  
  

  Business response

  08/18/2022

  
  Hello *********************** after reviewing your account and contract and completing an investigation into your complaint we are in need of some more information from you that we have not received as of our last correspondence. According to our records your system is on running and producing power as designed. We do not have any errors or production issues we can see on our end. We also see that you were given a 12-month grace ****** in order to allow for PTO delays from your utility as well as get you through the summer. We do this in order to ensure customers aren't paying for a system that is not on and producing. So, to be clear you have not made a single payment toward your system as of yet and your power bill would me much larger without the solar production credits you are receiving. Our records also show we have responded to your requests for more information and have explained and resolved your issues when it comes to net metering credit and expected bills from your utility NVE. Since your utility bills monthly you will need a full year of credits to see the full effect of savings for your home as explained via email.
  
  We also show that the patio has been replaced and reinforced and that your project has been completed according to the contract several months ago. Please provide a picture of the incomplete patio structure to our email ************************************ as the completed pictures that we have show it is completed. As for the mister system and sunshade please provide a copy of the agreement that shows straight lines responsibility for those aspects of the patio. Straight-line offers Solar shade structures and roof top solar installs and we don't have a record of a contract referencing those items. We do not sell sun shades or mister systems but we do offer help installing those items purchased by the homeowner if requested by the home owner and included in the contract. Feel free to reach out via email with the requested documents and pictures to ************************************. Thanks so Much *****
  

  Customer response

  08/19/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I do not accept this response because it is fraudulent in tone and in content. The second response is just a copy and paste of first response or very close that I imagine was provided to appear to cooperative and shift the responsibility to me; however, I was emailing the company representative separately and they have ignored my request for information regarding warranty. They have ignored my request for a copy of the signed contract which was modified at the time of installation. and they have ignored evidence the agreed upon work is undone. They have asked for pictures here but any picture would just show what was done and NOT THE DECONSTRUCTED ELEMENTS THEY HAVE NOT REPLACED. Also, I have my doubts that a signed agreement exists due their unwillingness to send me a copy. How easy would it be to *********** to an email or even come by the house to see the project and discuss personally face to face? They can't even provide any tangible evidence that the solar panels are indeed working. They just respond with a verbal statement 'the system is running and producing power'. Frankly at this stage, there is no qualifiable evidence that this company is not a scam by overpromising and intentionally underdelivering, possibly even installing inoperable equipment. If not a scam, there is clear evidence of a lack of integrity. I want a copy of the signed agreement that allegedly exists. I want information regarding warranty and any arbitration restrictions. I want a 3rd party intermediary to provide a quality review of the installed system. I want evidence not a copy and pasted response.

  Customer response

  08/19/2022

  ***Document Attached***
  Pictures and evidence of communication regarding incomplete job were sent to company representative on August 4, 2022.
  See Attachment/File: thumbnail_image0.png

  Business response

  09/27/2022

  Hello ****** thanks for your response. We are trying to determine where all the confusion is coming to in relation to the Nevada Solar Net metering program. As you can see from the email you sent the sales rep ****** on 7/14/2022 at 12:06 P.M. (see attached screenshot) after the process of net metering was described and explained you then proceeded to say I understand what you are saying. I just needed the clarification and I can wait and see about the credits. However, when responding to the BBB on August 4th and the 19th it seems you are still claiming the system is under performing and we are not sure where the disconnect is between email correspondence and BBB correspondence. As described before a solar system generates power on an annual basis so if your turned on during high usage summer months the excess bill will come from NVE as it does for all solar customers. That is why we offer no payments in order for your solar production to catch up to your usage.While other companies dont offer this, we see from our records that you have not made a single payment toward your system as of yet. We designed your system for maximum production based off NVE sizing requirements which are uniform for all solar installers. Without the Solar production this summer your bills would have been substantially higher.

  
  We believe there may be a communication issue and recommend all Further correspondence be sent to ***************************************** if you can not reach your sales representative. Post install the install coordinator ****** is no longer the point of contact.

  
  Regarding the Sun Shade and Mister, we have no primary record regarding the sun shade/mister specifically in the contract as we are a solar company and do not offer those products. We have also reviewed texts and calls between you and the sales rep ****** and there are no records of any reference to a sun shade or mister. ************ reviewing your texts to our job site manager ****** we see that he was actively in the process of trying to replace the nonfunctional existing mister system and sunshades. He says that when upgrading your existing shade structure that the home owner had said he wanted them replaced along with the structure. Our project manager ****** was unable to find the properly sized shades readily available and reached out to the home owner who was also unable to find the correct sized sunshades.

  
  While the Sun Shades and misters were not included in the contract and even though we have gone above and beyond the agreement by replacing the existing structure and providing all new aluminum roofing and covering which was not apart of the original structure which was no upcharge, our project manager ****** should have double checked the agreement rather then assuming it was included per the ** verbal direction. To remedy this miscommunication ****** has agreed to cover the cost of the sunshades and misters out of pocket himself to remedy the situation. Typical Sun shades similar to what was existing on the structure cost between $30 and $100.
  We would like to resolve this miscommunication. Please confirm that you accept the no charge upgrades for the Sunshade and mister system as you requested per your original desired outcome filed with the BBB so we can get that taken care of for you. We hope that by going above and beyond youll become another one of the thousands of satisfied installed customers!

  Customer response

  09/29/2022

   
  Complaint: 18115226
  
  I am rejecting this response because:

  The fact is there has been no effort on the company's part to ensure the system is indeed operating as intended other than a casual, scripted explanation.  I did say I understand and that affirmation will come with time; however, I have still asked for more substantial verification IN ADDITION TO information about warranties for system and labor, arbitration, and a copy of any signed agreement, which none has been produced.  All I have is your word and in light of previous customers' complaints and my experience, your word means nothing.  So, as it stands, until proven otherwise by more than your biased, possibly fraudulent representation, the system is not performing as described. 

  In regard to the mister and sun shade, yes you are a solar company but you are also a solar company that marketed panels to be used on a patio and in our discussions during the quote with ****** and nearly 8 months thereafter through your company representative ******, you agreed to restore elements of the patio that were torn down.  THAT IS THE ONLY REASON those items were torn down.  They were not functional but may have been repairable, but I never checked because SSG had already pledged to do it. I have months of texts from ****** to show acknowledgement of this and you, as stated, have not produced any agreement stating otherwise.  In fact, ****** allegedly sent me texts from a store where he claimed he was looking for materials [mounting bracket, etc.] on June 13, 2022. 

  Additionally, you changed the agreement at install without my approval beforehand with the promise that the patio and ALL elements would still be replaced, which by the way, is not unlike the empty promises and misrepresentation shown on other complaints to the BBB.  You promise supplemental work and then deny it.   The only reason I signed on with SSG was to replace the patio, and that was not done.  I agreed to the modification of placement because you agreed to still do patio. SSG sold a product and then changed the agreement, which has yet to be fulfilled in its entirety [over a year later].

  You absolutely have NOT gone "above and beyond" and it is disingenuous to use that phrase in a situation where alleged miscommunication has spanned two employees and nearly a year of communication.  My discussion with ****** was to place panels on the patio and we discussed replacing the structure at that time in our initial meet.  As stated, THAT was the only reason we selected SSG because the patio and all associated elements needed to be replaced.  Again as stated, SSG changed the location of the panels at install while also promising to do the patio.  Otherwise, I would have discontinued the install because SSG was unable to fulfill the original agreement.   

  Also, you should be aware that SSG did NOT replace anything.  SSG only fortified an existing structure and the aluminum pieces or covering that was there previously is still there. In fact, the recent rain has also revealed the integrity of the fortification is substandard. It appears that any sustained rainfall and/or accumulation will cause the structure to deteriorate quicker than normal wear and tear.  You are welcome to come check it out to verify or set me straight. 

  Finally, whether or not I have made a payment on the loan is immaterial as SSG has already been paid by the financing company and I am still obligated to pay them in installments. 

  I am available by phone and any representative is welcome to come and explain in person and possibly deliver the information I have requested several times.  You mention records you have but none of those records have been shared/provided, creating a lack of transparency.
  
  Sincerely,
  
  ***********************

  Business response

  10/25/2022

  Hello ****** we are sorry you do not accept our proposed resolution to satisfy your original request of installing sun shades and misters. Feel free to mail any warranty claims or issues to our mailing address ****************************************************** suite 120.

  We have verified solar production but we recommend you reach out to NVE if you would prefer a third party verification of your solar systems production. Please also note that shade structures are not rain tight and simply provide shade similar to your original shade structure.

  Customer response

  10/26/2022

   
  Complaint: 18115226
  
  I am rejecting this response because: Their proposal was to mandate an employee paid out of pocket which is ridiculous and probably illegal with National Labor Relations Board.  They also minimize their responsibility for quality work by claiming a shade structure isn't supposed to be water sealed which is also ludicrous because the rain will degrade the structure that is ATTACHED to the house, damaging the structure and possibly damaging the house.  If that comes to be, there will be a lawsuit.  Furthermore, they have still failed to acknowledge their team deconstructed elements [shade screen, mister] that they pledged to replace, thereby preventing me from repairing or using the previous elements. They have failed to acknowledge they agreed to replace the patio covering but only reinforced it and with the comments in their latest response about not being watertight, didn't do a good job reinforcing it against the weather.  They have yet to provide copy of the agreement they have basing all of their claims on, a copy of any warranty agreement or parameters, or arbitration parameters.  In effect, this seems to be a scam and they cannot offer any evidence to the contrary, especially since the other BBB complaints show the exact same M.O., overpromise and underdeliver and then "well, the contract blah blah blah" but they cannot produce a contract.  They have done no verification of production except to look at a NVE bill without any sort of explanation except "yup, just like we thought, you're good, thanks".  I have also recently learned that the financing company may be part of their organization which if so, would fit the whole scam dynamic because they are selling a shoddy product and even worse service after the fact because they are financing in-house.

  Seriously, how hard is it to send a tech to walk me through it and verify the system AT THE SITE?  If they have an actual signed contract detailing what they have stated, how hard is it to give me a copy and wouldn't it make sense to have already done that just for the purpose of shutting me up and shutting this down?  With the amount charged and clear evidence of what was agreed to as they have acknowledged by offering to force their employee to pay for it, how hard would it be to simply adhere to what they promised and replaced what THEY DESTROYED, the mister and shade screen? If it is cheap enough for their employee to do it, it is cheap enough for them to do it.  The complete avoidance is a symptom of fraud and the only reason they are bothering responding is because it is the BBB and maybe the state contractors board.
  
  Sincerely,
  
  ***********************

  Business response

  12/01/2022

  Hello Mr. *********************** we are unsure why there is still such a miscommunication between Straightline Solar Group, yourself, and the BBB. You have made multiple requests and we have responded to all of them. Furthermore,we will not be providing you with free batteries or extra solar panels to resolve the situation per your email correspondence. Your project was completed per the agreement and above what was promised. As before please address all warranty and legal correspondence to the mailing address provided. Straightline Solar Group LLC ****************************************************************. As of yet we have received no correspondence.
  

  1) Your solar production was verified both by our monitoring system and onsite by a technician. Your production is shown on the side of the inverter module on site as well which you can see for yourself. We have explained numerous times how your production works through out the year and while those methods were not enough, we recommended you to refer to your NVE power bill and to call them directly both of which show the same solar production that is being produced by your system and is from a third party that can verify the solar system in question. We are not sure why you see this as no effort on the companys part to ensure the system is indeed operating per your previous response.

  
  2) All information has been provided to you and as before if there is a warranty claim issue, please send a formal warranty claim request to Straightline Solar Group LLC ****************************************************************. We will address and fix the system as necessary. As of yet we have not received any formal communication for a warranty issue from you beyond this BBB online complaint by mail. You are also welcome to relay all legal requests to the same address as we have not received any legal communication from you.

  
  3) We have addressed your concerns for your solar shade structure along with the sunshades and misters and are unsure why you wont accept what you originally requested which was your sun shades and misters installed on your home? As you can see from the texts provided to the BBB you yourself at ************ confirmed by text the installation date of your system and as mentioned before we promised to paint your existing shade structure as can be seen in the text. After installing the roof mounted system, you confirmed installation completion of the roof work. On site we determined that just painting the structure would not last and free of charge we ordered and replaced all aluminum siding and roofing for the existing shade structure instead of painting which would not be durable. This was all above and beyond our initial agreement. Shade structures are inherently not 100% waterproof neither the replacement nor the original.

  
  4) As mentioned, before we are willing to install your misters and shade system at no extra charge per your original request. Please let us know when we can accommodate you and get those to you as of yet you have not reached out to schedule that. However as mentioned before, we will not be providing battery back up or extra solar modules at no cost to resolve the situation per your email only correspondence. We install 1 to 3 systems per day in the Southern ****** area some of which are in your own neighborhood we hope you can join the hundreds of our Happy Solar Customers!

• Initial Complaint

  06/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  this company gave a bid for three jobs and did not complete any of them stay far a way they are not reputable and will give you one excuse after another

  Business response

  08/29/2022

  Business Response /* (1000, 5, 2022/07/11) */ Hello **** thanks for your feedback. We looked into your account and it looks like your project was cancelled due to Utility restrictions and design restrictions. Our Engineer called out mandatory core samples due to size and one of the projects was too large for residential valley electric approval. You should have received a cancellation email describing the issues. While we typically install several standard solar structures a day with custom structures issues out of our control can arise that prevent use from completing a project. You were not charged for any of the engineering or permit fees we undertook as we were unable to complete all of your planned project's.

• Initial Complaint

  03/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to file a complaint against Straightline Power due to a job that was started back in July 2021 to have solar panels placed on my house and a gazebo installed, which has still not been completed as of March 8, 2022. I have been trying to contact Straightline Power throughout the process to get updates as to what was happening with this project, for which there had been limited communication. As of February 2022, I no longer have any communication from one of the principals of the company (Connor), his assistant (Roland), or the customer service representative (Brandon), despite multiple calls daily with no response or returned phone call. There have been periodic emails from Brandon, regarding trying to get a contractor out to the house to have the gazebo installed, however no response to questions we have asked regarding the installation. Brandon has told us a month ago that email is the only method of customer service that Straightline offers for customer service, though we had communication from both Connor and Roland in the beginning. This has been frustrating to say the least and poor customer service from Straightline Power. We are fearsome they will walk away without installing the gazebo or connecting the solar panels. It has now been 8 1/2 months with very little progress and now no communication.

  Business response

  05/05/2022

  Business Response /* (1000, 5, 2022/03/19) */ Hello Pamela S******** after reviewing your account located at ********************* ******************* we have determined that your solar installation has been completed. We have also determined from our company records that all project managers were responsive during the process some days responding to as many as 5-10 calls per day from the home owner and home owner's daughter many of which even on their days off. All project managers are only available pre installation and the customer service department handles all post install warranty work and customer interactions. The solar system has been installed and successfully passed city and utility inspections. Your net meter has also been installed and is ready to be turned on. However, we have been unable to install your complimentary gazebo or activate your system as you have communicated to our personnel and licensed subcontractors that we are not allowed to step foot on your property. Please reach out to customer service by email with any questions about self-activation for your new home solar system. A simple flip of the switch and your home will be running on the sun! Consumer Response /* (3000, 7, 2022/03/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) They have refused to speak with us over the phone and recently sent a handyman to install the gazebo but not secure it safely. We would like to have this issue resolve amicably but cannot get them to respond Business Response /* (4000, 13, 2022/04/12) */ Hello Pamela Schriever after reviewing your account it seems that we have been unable to reach you in order to schedule your solar system commissioning. Please email [email protected] and state you are allowing our service technicians on your property to complete your solar system commissioning. Once we have your permission to complete the project commissioning, we will schedule a time for a service call. Thank you

• Initial Complaint

  01/11/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  July 2021 Straightline started to install solar panels on my house with a deal also to install a patio. Financial information has been filled out, and payments are already being submitted, and the work has not been finished, the solar panels are not on, and the patio has not been started. I have visited their office at their address, which is nonexistent. Straight-line power cannot give me an answer on a completion date. The payments are already being submitted, and it is January 2022

  Business response

  03/31/2022

  Business Response /* (1000, 10, 2022/02/10) */ Contact Name and Title: Richard Account Services Hello Giovonni after reviewing your case we have confirmed completion of install for your Solar Project along with all other work specified in the contract. According to our records we show that the solar installation was completed in one day as is most of our projects. Our records also show that you have not been billed or charged for any of the work performed as of yet. We understand that timelines for installation have been extended due to Covid related supply chain issues beyond our control and are completing projects as quickly as possible when equipment is made available. Thank you so much for your business and per our post install phone call as soon as Nevada Energy grants permission to operate we will be out to activate your new solar system! Consumer Response /* (3000, 13, 2022/02/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Though the solar panels have been installed since November of 2021, the solar panels have not been turned on. Right now, the solar panels on the roof are doing nothing. Nothing is working. Straight-line Power has been waiting to turn on the boards since last year. Other companies in the neighborhood have already installed and turned on their clients' panels. My house should not be taking more than half a year. Business Response /* (4000, 21, 2022/03/17) */ Hello Giovonni after reviewing your case we have confirmed completion of install for your Solar Project along with all other work specified in the contract. According to our records we show that the solar installation was completed in one day as is most of our projects. Our records also show that you have not been billed or charged for any of the work performed as of yet. Our records show that the system originally failed inspection due to being pre maturley activated. We have since turned off the system and successfully passed inspection. We ask you to please leave the system in the off position in order to prevent further delays and insure the safety of Nevada Energy technicians. Your project is currently awaiting installation of your net meter from Nevada Energy and will be eligible for activation once that is complete as all of the contracted work through Straightline has been completed successfully per the contract. Thank you so much for your business!

*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. ↩