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:03/07/2024

  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.

  I entered into a contract with Patriot for a brand new roof install and solar panels. Signed the contract on December 29th 2023, I also applied for a loan to fund the project (applying for a loan leaves a hard credit inquiry on the report for 2 years or more). I was told we're going through a permitting period of about 4-6 weeks. When time came for what I believe was the beginning of starting the physical work I was told that the loan amount of over $24,000 was no longer enough to cover cost of roof and the panels however the contract that we went back and forth over so many times actually had the cost of the roof and the panels. I waited all this time for the project to be terminated and it's disappointing and unfair to me because of the time and effort I invested and the fact of the hard inquiry, I also don't have another $20,000+ to pay and an additional loan is impossible since recently taking out other loans for other home upgrades. I need to know how to go about getting this project completed like initially agreed to.

  

  Business Response

  Date: 04/11/2024

  Thank you for sharing your concerns and I understand how frustrating this situation must be for you. It seems there was a misunderstanding regarding the project costs which unfortunately led to this inconvenience. Our initial estimate was based on standard measurements from satellite imagery, which often needs adjustment once an on-site evaluation is completed. We regret that this was not clearly communicated from the outset.
  We truly appreciate your patience and commitment to this project. Currently, we are in active negotiations with the roofing company to review the revised costs and are exploring all possible options to adhere as closely as possible to the original contract price. We aim to resolve this matter efficiently and satisfactorily and will keep you updated throughout the process.
  Our goal is to ensure that your roof and solar panels are installed as agreed, without causing you undue financial strain. Please rest assured, we are prioritizing this matter and are committed to finding a viable solution. Thank you for your understanding and cooperation.

  Customer Answer

  Date: 04/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   As far as I can tell there's no negotiations happening between the roofer and patriot; I contacted the roofer on Friday April 12th 2024 that informed me that no one has reached out. The patriot representative said I'll need to pay the $7000 price difference for the roof out of my pocket or I'll need to find another roofer to do the roof for the amount they did the loan for which is crazy because this shouldn't be my job but it is my property so of course I'm trying to come up with solutions. The patriot sales representative told me this back and forth is above his pay grade and moving forward to be in contact with ************************************************************* which I sent an email to Friday and Saturday; I also called however no one answers because of course they know my number. The company wants me to be the only person responsible for all the additional expenses which is not fair to me because I don't have thousands of dollars laying around.I sent an email with a solution that I think would atleast work for us both which still leaves me in an unfair position but have not gotten a response. 

  *Apart of the email is below:

  This process has been long drawn out and now is turning into an unfair situation for me having to come out of pocket with $7000. I've sought legal advice and based of the fact that I did sign the contract I was told that it's binding but I am trying my best to not go through all that process to add more delays; I signed in the last week of December 2023 and it's now April 2024 so I want this over and done with as soon as possible. I believe that some compromise can be made on your company's path since I now have to compromise and pay the $7000 roof difference to royal; I was hoping that I still get the additional 3 panels but instead of paying you $3745 out of pocket your company can keep the $1000 signing bonus that was promised to me and I pay an additional $1000 which means I'll be paying an additional $8000 from my pocket while also losing the signing bonus so technically a total of $9000. 

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  

  Business Response

  Date: 05/09/2024

  When we initially signed the contract for your property in ********, ** on December 29th, 2023, the estimated cost was based on a preliminary roof assessment. However, a detailed inspection by several roofing professionals revealed the need for substantial additional work, including replacing plywood and other layers not previously identified. This critical work has unfortunately increased the project's cost. We only finalize and counter-sign contracts after a comprehensive onsite evaluation to ensure accuracy in our estimates. Please rest assured, our transparency and commitment to clear communication remain steadfast, although these additional costs are unavoidable to ensure the quality and safety of your installation.

• Initial Complaint

  Date:10/11/2023

  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.

  On 7/29/21 Patriot Solar installed critter guard around my solar array on my roof due to a squirrel infiltration of the shingles and plywood. Because they left gaps 2-3 feet that were not protecting the solar array the squirrels came back in the winter of 2022-2023 and not only nested anew chewing through the roof and plywood, they also gnawed on the electric wires connecting the solar panels causing massage damage inside my house and to the solar array itself. When I tried to contact Patriot energy, even before I was aware of the extent of the damage, ******* in customer service would just connect me to an extension where I left messages that were never returned. I called on 9/5 at 9:15 am., 3 pm and on 9/6 in the morning and at 2:30 pm. I left numerous messages and have NEVER received a return call. Additionally, *********************** up on me prompting me to ultimately seek solutions elsewhere. I have pictures of the area not protected by the critter guard and solar electrical connections that were left OUTSIDE of the critter guard which is absolutely not acceptable in the industry. The $ amount this has caused me as a senior citizen on a fixed income is astounding and I hold Patriot energy totally responsible.

  

  Business Response

  Date: 10/26/2023

  Dear *******************,
  First and foremost, we would like to sincerely apologize for the inconvenience and stress you have experienced in dealing with our services. Your concerns are of the utmost importance to us, and we are committed to addressing them promptly and thoroughly.
  We initiated our relationship with a leak inspection in 2021, for which a charge of $200 was applied. This was followed by the installation of critter guards for an additional $1,000. Our follow-up inspection after your concerns about potential gaps in the critter guard revealed that the installation was securely in place. *****************************, our customer service representative, had informed you of this, providing you with photographic evidence to confirm that the areas you believed to be exposed were in fact sealed. We noticed that the areas you pointed out were actually addressed by your original solar panel installer, and they were not part of the work we had undertaken. Attached  are pictures showing that every portion of the roof was properly sealed.
  It's important to note that the scope of our contract was confined to the critter guard installation. Leak investigations subsequent to this installation were not part of our maintenance warranty. Furthermore, the photographs provided do not show any gaps in the critter guard installation that we carried out. 
  We are genuinely sorry for the shortcomings you've experienced with our customer service. While we understand that no excuse can completely make up for the inconvenience you've faced, please know that we are taking steps to address these issues rigorously. We have always strived for excellent communication and prompt responses in our past work, and we deeply regret falling short of that standard in your case.
  While we believe the critter guard installation was performed in accordance with the contract, we understand it did not meet your expectations. Though we are unable to issue the full refund you have requested, we are open to discussing other ways to make amends, such as a goodwill gesture, to ensure a better experience for you in the future.
  We appreciate your understanding and thank you for giving us the opportunity to set things right. We look forward to resolving this situation to your satisfaction.
  

  Warm regards,
  Patriot Energy Solutions Corp
  

  
  

  Customer Answer

  Date: 10/31/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: The response provided by Patriot Energy is false.  After the installation of the critter guard I noticed several linear feet missing on the west portion of my roof.  After speaking with ***************************** (who no longer works for the company) she sent a team back to add critter guard to that area.  That is NOT the area of the solar array that the squirrels entered and caused massive damage.   I am 77 yrs. old and 4' 10".  The few pics that Patriot Energy provided me did not fully expose the entire solar array (65 panels) upon my roof.  It would be impossible for me to determine if the quality of the critter installation was correctly done, that is why I have to rely on the integrity of the company.  The squirrels entered under the solar array on the east side of my house, an area that is visually impossible for me to determine if the critter guard was installed correctly.  I am attaching an email from the solar company who did this repair and their expert findings.  I have over 75 pics from this repair and unable to upload that large of a file. It is abundantly obvious that that the critter guard install was shoddy. Furthermore, I am attaching a separate pic of wires extending out from under the poor critter guard install-an invite for squirrels to come, nest and chew the wires.  Wires are NEVER to extend OUTSIDE of critter guard in an appropriate install.

  [Your Answer Here]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  

  Business Response

  Date: 11/02/2023

  Thank you for voicing your concerns. We deeply value your feedback and treat every complaint with the utmost importance, striving for satisfactory outcomes.
  Misleading or false information goes against our core values. We pride ourselves on conducting our operations with transparency, ensuring honest interactions with all our clients.
  Addressing your main point of concern, you've mentioned supposed gaps of 2-3 feet in the critter guard. We'd like to reference aerial photographs taken on May 16th and September 16th, which confirm the critter guard's installation in the area under discussion. We urge you to examine the highlighted pictures attached, especially those from September 16th, which further support our claims.
  We have taken note of the specific wire you mentioned, which plays a crucial role in linking two solar panels together. This wire is clearly depicted in the images we have supplied. Additionally, we have observed another wire that runs from the solar array to other equipment.
  It is important to highlight that our contractual agreement did not include any provisions for rewiring or dismantling, which explains the current positioning of the wire. We also want to clarify that upon completion of our work, and after a thorough reinspection, no other wires were exposed in the discussed location.
  For further clarity, please refer to the attached image.
  We sincerely apologize for any inconvenience caused. Should you consider our services in the future, we commit to compensating for this experience by offering enhanced service quality and potential discounts.
  
  

  Customer Answer

  Date: 11/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]Patriot Solar depicts pictures that are not in the affected area of complaint. Clearly, in my pictures which are not from ****** earth you can see where additionally critter guard was was added and extended to now secure the solar array from any future infestation. It is truly a sad situation when a company is so un reputable as to skew the information to their own advantage. I urge anyone who is interested in purchasing a solar system to AVOID this company at all costs. The very thought that they offer some sort of discount to me in any future dealings makes me want to vomit!!! 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:09/20/2022

  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.

  Our solar system was purchased in 2018 and it's covered with a 25-year warranty. We had our first solar system issue on August 2022. I immediately submitted a claim to Patriot Energy Solution as soon as I was aware of the issue. Response time from their customer service team is very poor. ************* communication is lacking. The only response I am getting is "we are waiting on parts". A customer is not supposed to suffer and bare the cost of the high electric bill due to a delay in fixing a malfunction until they sold and support!! Please help escalate the resolution of this issue.

  

  Business Response

  Date: 10/05/2022

  We are sorry for the inconvenience ********** experienced with his inverter. We understand how important it is to have a functional solar system, and we appreciate ************** patience as we worked to get the replacement part from the manufacturer. We communicated with the manufacturer every week and provided ********** with updates. Unfortunately, ********** misunderstood our email reply explanation of "waiting on parts". All we were waiting for was the replacement part to arrive. As soon as it arrived, we scheduled a service call immediately and replaced the inverter on 10/03/2022. We value our customers and their satisfaction is our top priority. We apologize for any misunderstanding and hope that ********** is now enjoying his fully functional Solar system.

• Initial Complaint

  Date:09/06/2022

  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 received solar panel from Patriot energy solutions in 2019. During processing I was informed that I can receive $500 for each person I refer and gets solar panels installed at their home. I referred 2 clients, 1 in 2019 and the other in 2022. Since that period, I have had several contacts with company via phone and still have not received my referral bonuses.

  

  Business Response

  Date: 09/15/2022

  In 2019 , We were hired as a solar contractor by ESS (solar consulting agency) to install solar panels at *************** house. As per our knowledge, *************** did give a contact of ************************************; to ESS  and was expecting to receive a $500 referral check from them. Because referral was not provided to Patriot energy directly, we are not responsible for the referral check. We suggest *************** to reach out to the consulting agency for the check. 

  Recently in 2022 *************** provided a second referral of ****************. However, we were not aware of it until the installation was complete. *************** called us a few weeks ago inquiring about the referral check. Because **************** did hire us directly, patriot energy is responsible to provide a $500 referral check. We will mail out the check soon. 
  

  We appreciate *************** for recommending Patriot energy to the clients. Please contact us for any questions or concerns at : ************* or *************************************************************
  

  
  

  Customer Answer

  Date: 09/21/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   I have been in contact with Patriot for my referral bonus check for my 2nd person referred since July. 2022.  They keep giving me the run around regarding it.  And as per the 1st person I referred,  I was originally told in 2019 that the check was issued and I should have gotten it. I got frustrated and decided not to pursue it but then it happened again eith the 2nd person I referred.   My 1st referral ************** also referred someone and never received a referral  bonus.  Patriot did perform the services promised but did not keep up their promise of a referral bonus.

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  

  Business Response

  Date: 10/06/2022

  The referral process is important to our company and we take our referrals seriously. We would like to clarify that the referral check will only become due when the system is fully functional and we have received the funding. This is to ensure that we are able to provide the bonuses to all customers who refers business to us. In the case of ******************** referral, when the bonus is due, we will send the referral check within 2 business days. In the case of Mr. ******* referral, It was given to Energy sol solutions by *************** and we were just hired as subcontractor. Unfortunately, because it was not referred to patriot energy, we are not responsible for the check.

• Initial Complaint

  Date:07/22/2022

  Type:Service or Repair 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.

  Patriot energy solution they refuse to let anybody come to my house to check this solar panel time and time again weve been calling for the company to get somebody check the solar panel because its not working I receive a nasty **** almost over $500 the solar panel is not working and we been time and time again weve been complaining with these people with this company to fix it they keep denying our our calls theyre not letting us speak to him he just took our money and after that never came back when we have a problem with our a solar panel I would like somebody to help us we didnt do anything to these guys its not fair we receive a nasty **** over $500 Now we are looking for somebody for help to get this resolved time and time again weve been trying trying to make this right and they still refuse to help us they are frauds they are thieves stealing other peoples hard-working money and its not working

  Customer Answer

  Date: 07/26/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  *****************************