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:03/13/2025

  Type:Order 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.

  Solar Gardens has been taking money from my bank account for a year, I never signed up for it. They sent me a contract that supposedly I signed. It is nothing like my signature.This must have been submitted by my wife who is elderly and has cognitive issues.I want this contract canceled

  Customer Answer

  Date: 03/13/2025

  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,
  
  ***** *****
  
  
  
   
  
  

• Initial Complaint

  Date:05/28/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently noticed I had been billed by this solar **mpany. I called because I have no idea what I was being billed for. I was told I signed up for the solar ** in 2022. (Two years ago). I have no re**llection of this. I called and was told they would email me the documents I signed two years ago for their service. I have received nothing . They also told me I **uld not cancel for two more billing months. Ridiculous.

  Business Response

  Date: 05/29/2024

  Hello - The attached agreement was emailed to you on 5/24/2024. There may be an issue in delivering to your inbox due to unsubscribing from emails. As stated, the agreement was executed in October of 2022. We have been providing email updates regarding your subscription every few months. You stopped receiving communications surrounding your subscription in November 2023 due to unsubscribing from emails.

  In regards to cancellation, we have already put your request in process. We must submit this request with your utility ******************** which can take them up to 60 days to process. You will continue to receive credits in the interim until the accept the request.

  Customer Answer

  Date: 05/29/2024

  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:

  [Your Answeri have Here]

  I have sent three emails to this company and have not received a response.  I am asking to see the contract they said I signed two years ago.  I have no recollection of this.  In any case I have signed with another solar company.  Again,  please show me proof of my contract with you.  After reading your reviews I see others who have had this same issue.  I want a refund of my recent charges and to have my account closed.

   

   

   

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

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

  Business Response

  Date: 05/30/2024

  The agreement is attached to this complaint. We have sent this to you on 2 separate occasions. We will send it to this email again. Thank you.

• Initial Complaint

  Date:03/18/2024

  Type:Billing 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.

  3/15/2024. I have complaned about the calculation of my invoice and asked them to cancel my service. They said they will but I may need to pay an additional 2 months. I have attemped to pay this bill on line and have had ZERO success. There is a phone number to call, but no one is ever available to answer my call. All I want to know is how to pay the invoice on line. This is a very poor company to deal with and I'm being nice by saying poor. I have also contacted the maine *************************** and they can help, apparently they don't monitor solar installations. I will now call our Attorney General to compain, this will unlikey not get me anywhere, but it on record that I have tried and am will to pay, but now I guess that paying on line isn't an option so I'll snall amil the check, which will be late. I started calling the 2 weeks ago to get an explanation on the calculation, to no avail. Now since they do't respond to my question, I'll send it by mail and it will be late. If it effects my credit score, I'll *** them.

  Business Response

  Date: 03/18/2024

  Hello, *******.

  We sincerely apologize for any inconvenience you have experienced regarding online payments and customer support and are committed to resolving these matters to your satisfaction. After reviewing your account, your invoice has been paid and you can access your invoice and payment history by logging in to your ********" account here: ************************************************************************?

  Additionally, a customer service rep will be in touch with you within 24 hours to answer any further questions and address your concerns.

• Initial Complaint

  Date:11/16/2023

  Type:Billing 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.

  From Nov. 22 - Nov. 23, We've paid $3714.28 for electric bills from Syncarpha and still owe $2063.23. How 2 elderly people who heat with wood can use this much electricity in one year is beyond me. I understand how the solar program works and I have tried to cancel for months. Syncarpha does not answer phone calls or emails. I spoke to one rep. named ***** back in May who said it would take 4 months to cancel the account. Here it is November and it's not cancelled and I now owe another $2063.23. I have thousands in credits on my National Grid account, but that doesn't transfer to pay these bills. All I want is for this account to be cancelled. This is obscene! I was misled when I signed ** in 2018. I was told that the credits for National Grid would pay for the solar farm bill. It does not.

  Business Response

  Date: 11/28/2023

  Syncarpha has been in communication with *********************** since May in order to help resolve her situation. Syncarpha sizes customers allocation of credits based on customers historical usage of electricity (kwh), at the time of sign up. The value of these credits did increase greatly last winter due to an increase in supply rates of electricity from utility providers in the Northeast. These credits do not expire and will be valuable to offse* **** ********** Utility bills in the future. 

  
  Per the terms of the agreement which *********************** signed, cancellation for convenience is not permitted. Syncarpha is willing to forego this and remove *********************** from the program. However, this can take time. In order to remove an account, ********************** must acquire a new customer to replace the removed account. 

  
  Syncarpha is more than willing to accommodate a payment plan, as requested, while the cancellation process takes place. Should *********************** need any further assistance, she can reach out to our ******************** team directly at [email protected] or ************.
  

  
  

  Customer Answer

  Date: 12/23/2023

  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:

  This complaint has not been resolved.  I’ve been sick with covid and missed your email before.  I have been trying to cancel this account since last summer.  They will not respond to any emails or phone calls and will not cancel the account.
  ***** *********  

   

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

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

  Business Response

  Date: 12/26/2023

  The Project that **** ********* is allocated to has been sold and is no longer under Syncarpha's Management. Should she need any assistance, she can reach out to *************************** or ******************************

• Initial Complaint

  Date:08/11/2023

  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.

  This company is a scam. We have been charged over $700 on our credit card and we never signed up for it. If you try to call them there is an answering service and not a person there. I have tried to call and have them stop charging us. This was not at ALL explained to us.

  Customer Answer

  Date: 08/11/2023

  Better Business Bureau:
  If I could retract my post I would.  It is not a scam.   We have actually have saved money using this company and I just didnt take good enough notes on how the program worked.  I sincerely apologize. 
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  Date:07/05/2023

  Type:Billing 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.

  This company insists that I signed a contract for solar I am 77 and low income and have a special low rate on my National Grid account and don't need any solar. They sent me a copy of the contract and it is not my signature. Somehow they got all my information and my credit card and billed me for $296.36. The credit card investigated and put the amount back on my card because Syncarpha says they have this signed contract. I want my money reimbursed and this company discredited for fraud.

  Business Response

  Date: 07/07/2023

  Syncarpha has reached out to the customer to try to come to a solution and has not received any calls or emails back. The customer signed an agreement by e-signature on July 7th, 2022, agreeing to be charged monthly for a community solar subscription. The customer received $323.22 of credits towards their National Grid account, saving $26.86 in the process. Additionally, since the customer has disputed charges, ********************** has not charged 3 more recent invoices that are also due for credits received on the customers utility account. ********************** is happy to go over all the detail and work on a plan to assist the customer in seeing the full benefit of the community solar program.

  Customer Answer

  Date: 07/12/2023

  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]

  I am speaking with *********************** at Syncarpha. He is tracing how my name got on that contract as that is not my signature and I dont do any business online either. Plus as soon as he was told I am on a low income elec bill, he stated that it wouldnt make any sense for me to have any solar contract, so he found that suspicious  He will call me back  He cancelled the account but I still need my elec bill straightened out  Awaiting his response 

   

   

   

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

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

• Initial Complaint

  Date:05/24/2023

  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.

  My complaint is with Solargardens Massachusetts by Syncarpha. We signed up to reduce our energy bill through this company back in June of 2022. They said it would take several months to take effect. To date we have not seen any reduction or credits to our energy bill. We just received an email from this company telling us we owe them over $800 in past due invoices. I contacted the company and spoke with ***********************. Sounded like he was taking the phone call from his garage and could not answer some pretty easy questions I had. ************** said that I must have signed up for too much solar use, but then told me the sun hasn't been out much so there was not enough solar energy being produced. I asked him why I'm just seeing invoices for the past 6 months and he had no explanation...I said I have actually seen a significant increase in my electric bills over the same periods of his invoices and his comment was that's weird, I'm not sure why National Grid is not crediting you each month." I did look at my kwh hours and usage over the same time period, and yet prices have increased but my usage did not change that much....so my paying the Solargarden invoices my monthly cost actually increases by by $300 to $350 per month. I'm not saving any money at all, but actually seeing a significant increase.I feel strongly that I have been scammed and do not want to pay for a service I did not receive. I would like these invoices cancelled and my contract terminated immediately. I have attached the false advertisement, the contract they have you sign, and the invoices that just arrived.

  Business Response

  Date: 05/26/2023

  Syncarpha has reached out to the customer directly to resolve this complaint. An Email was sent to ****************** at 5:24PM on ****. Phonecalls were also made.

• Initial Complaint

  Date:05/08/2023

  Type:Billing 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.

  Around Jan 2023 we received a charge on our credit card (Chase Freedom) in the amount of $523+/- and disputed the charge. This was taken off my card while researching the fraud then in I believe March 2023 I noticed the charge was placed on my credit card again. I called ***** to discuss this charge as it was not ours and I was told since the fraud researched proved the company Syncarpha Solar had my wifes email address and name, the charge was put back on my credit card. Soon afterwards, I received a I call from Syncarpha Solar sometime in the week of April 17, 2023. I was told my wife signed a 20 year lease in 2021 and wanted to discuss the payments of about $600 monthly. I explained there was no way my wife signed anything due to her having a stroke in April 2020 and she has not been doing anything financially or otherwise. He said they have her signature but would research a bit more. Then the man said they dont even have anyone in our area so he has no idea how they even got the paperwork done. I told him I need to see the paperwork and her signature for proof because we are in our late 60s so it would make no sense to sign up for a 20 years lease, not to mention if a lease was signed in 2022 why did it take 3 yrs to bill someone and where was our lease documents with the buyers remorse piece that says we would have a few days to change our mind. He said he had been dealing with my wife through her email. I informed him again that she had a stroke and doesnt understand nor have any files from Syncarpha. He was going to email it to **, but I demanded the hard copies. He said we would have the paperwork within the week. I asked why we would pay $500-600 more monthly when we are on a fixed income and cant afford that in addition to our already increased monthly CMP bill. He responded that this was over a few months. I told him we are at camp in the summer so dont use electric during the summer months. The he said well if we dont make the payments they will send it to collections and our credit will be effected. Anytime I questioned him about the process he just repeated we will send to collections then. May 1, 2023 (almost 2 weeks later) we received the paperwork by mail. When I looked at the signature, I confirmed it is NOT my wifes signature with an electronic date of 5/14/2021 at 10:07 AM, there were no notarized signatures by the company, etc. Upon further review of the packet the invoices attached had overlapping dates with amounts that made no sense (Jun 10 - Sept 13, 2022 showing credits of ***** kWh & ****** kWh) then (Jul 14 - Aug 11, 2022 showing credits applied ****** kWh) and there were several invoices like this. Included in the packet. This seems like a quick throw a bunch of paperwork to overwhelm then, type situation.I apologize for not having specific dates of the communications at this point, I will research back to get the information if needed. Also not all documents would load.

  Business Response

  Date: 05/11/2023

  Syncarpha has reached out to ************** and is actively working with him to resolve his issues and complaint.

• Initial Complaint

  Date:10/18/2022

  Type:Billing 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 had a *********************** on my credit card. I called the credit card and they told me it is for a solar company in **. I don't live in ** and I don't have solar on my house. The credit card said this Syncarpha company has been billing me monthly for 6 months totaling over $1200. That is more than I make in a single month. I can't believe I didn't notice this scam before. Please stop scamming the elderly with false charges on fixed incomes that don't even use your program.

  Business Response

  Date: 10/21/2022

  Syncarpha has attempted to contact the customer by phone and email three times this week. ******************* signed a contract with Syncarpha in January 2020 and agreed to participate in the program. Syncarpha provides electric credits to *********************** National Grid bill on a monthly basis allowing her to save money! The contract is attached for reference.

   

  Syncarpha would love to help clarify any further questions ******************* has.

• Initial Complaint

  Date:10/11/2022

  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.

  I signed up for Syncarpha community solar with the understanding that this would bring my electricity bill down. Instead, it has more than tripled my bill. Last month (August 3-Sept 1) I paid Syncarpha over $665.31 in addition to my National Grid payment of $340. This month they are charging me even more. They had told me that this program would lower my costs. I live in a one bedroom apartment. I don't understand how this has happened to me. I can't afford to pay $1000.00/month for electricity. I was already struggling to pay my National Grid bill. I am deeply distressed by this situation.

  Business Response

  Date: 10/13/2022

  Syncarpha has been in contact with the customer and has worked out a resolution. Customer now has the best way to contact ********************** going forward!

  Customer Answer

  Date: 10/13/2022

  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.

   

  Dear Better Business Bureau, 

  I am happy to report a resolution to my complaint against Syncarpha Solar and can now recommend them as a company (Case #********). A manager called me and explained the problem with my billing. The problem lay with National Grid's slowness in applying solar credits to my account. Syncarpha was not at fault at all. The Syncarpha Solar manager did an excellent job of explaining what had happened and I now understand how the two companies work together. I was impressed with Syncarpha's customer service and how quickly they responded to my concerns. I am re-committed to working with them and enthusiastically recommend them to other consumers. 

   

  Thank you very much, 

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