ComplaintsforYSG Solar

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have a solar system installed by YSG Solar in 2021. However, the company has failed to submit the paperwork for the ** state incentives and fails to respond to our inquires.

  

  Business response

  06/25/2024

  Hi *****,

  It was a pleasure speaking to you just now. Thank you for bringing your concerns to our attention regarding the submission of paperwork for ** state incentives related to your solar system installed by YSG Solar in 2021. We apologize for any inconvenience this has caused.

  I want to assure you that we are committed to resolving this matter promptly. After our recent conversation, our team is actively investigating the situation to determine the best course of action to ensure the approval of the ** state incentives.

  Please allow us some time to thoroughly review the details and work towards a resolution. We will keep you updated throughout the process and aim to provide a satisfactory outcome.

  Thank you for your patience and understanding as we work to address your concerns. Should you have any further questions or information to provide, please do not hesitate to reach out to me directly at ******************************************

  Best Regards,

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

  Development Associate
  YSG Solar

• Initial Complaint

  04/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I moved into a new home where YSG installed Solar panels. I have needed their assistance to change the name and troubleshoot. I have called multiple numbers, submitted forms, and emailed contacts the previous owner had with no response.

  

  Business response

  04/18/2024

  Hello Better Business Bureau, 

  We have contacted ****** and transferred the system monitoring ownership to him of his request. We've also shared the spec sheets of the equipment that was installed at his property.

  Customer response

  04/19/2024

  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.  It has been and still a very frustrating experience to say the least and i'm still trying to figure this out.
  
   
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I want to start by saying saying I was sold untruthful facts by YSG Solars Rep. regarding savings I would get by installing solar panels in 6/2017. The savings was so short lived and my electric bill had dropped down to about $17-$25 a month from approximately $190-$233 a month without solar. Today my billing is back at the same $200+ **** with solar and I don't know why Coned has me on a Level payment plan. I've called YSG over and over in the past about the panels not working right and no one has come to do maintenance to make sure it's working. Month after month the panels readings indicate from Con ****** billing that there's "O" Cumulative net meter energy credit. I'm looking at a statement which show me a period from 1/13/2022-4/14/2022 was "** *****. Only 4/14/2022-5/13/2022 that there was "-*** ***** on the reading for usage credited. The whole remainer of time from 5/14/2022-12/13/2022 "** ***** is shown. The same for 1/13/2023-3/16/2023 "0" then 3/16/2023-4/13/2023 "***** *****, 4/13/2023-5/12/23 "-***", 5/12/23-6/13/23 -**** *****, 6/13/23-7/13/23 "-**** ***** and after that 7/13/23-2/12/23 "*". I was told by a Rep.******* during a call I made 12/2021 that during winter months that its monthly cloudy so I wouldnt receive direct sunlight to the panels to produce credit as much as the summer months. These panels are not functioning right and l've been ripped off. Also YSG installed the panels on my roof and knew the roof was in poor condition. I just had my roof inspected due to a bad leak and the insurance inspector stated its an issue to leave it in this condition. This is unsafe for me and my family living under a bad job at the hands of this shady work. I'm very unsatisfied and have reached out numerous times regarding the panels not working correctly and nothing has changed, Con ****** has just been taking my money, and YSG got paid $12,500.00 of my hard earned money and now I'm stuck with the many issues to resolve with no one to turn to fix them.

  

  Business response

  03/25/2024

  Hello

  We are glad that your had been able to see the benefits of your solar panels upon completion and we are sorry to hear that your starting to experience billing issues. We would recommend establishing a meeting with a phone support tech to evaluate your system and better understand why you are not seeing the benefits on your electric bill any longer. 

  Our representatives have left a voice mail and email for you and we would like to help you with your concern

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a system from YSG and was told that they will Warranty the system for the 25 years as it says in my contract l, I can not reach customer service due to they blocked my numbers, no replies from emails, and when I have issues I have to source outside contractors to fix my system that is under warranty by YSG, I havent been able to monitor my system in over a year due to the system they originally installed expired with the cell service and they wanted me to pay to upgrade it. Im paying for a system that I can not monitors or use because they refuse to provide the service they agreed to. So I need them to fix the system so I can monitor it and get the solar usage that I payed for or refund me for the cost of the system so I can get another company in to provide what they can not.

  

  Business response

  03/25/2024

  Good Afternoon Sir-

  Thank you for the email response. The manufacturer of the equipment does hold a 25-year warranty on the entire solar panel installation. The internet monitoring portal is free for years 1-5, and the manufacturer SolarEdge charges a fee if you want to use a cell phone service, otherwise if you use your internet at the home it does not come with any additional fees. We will email and call you with copies of the instructions on how to purchase an additional cell card to use the wireless internet, and instructions on how to connect this to your home internet if you choose to use that instead.

  Thank you

• Initial Complaint

  03/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to report an issue with my solar system's monitoring. It is no longer sending updates, likely due to the recent 3G network shutdown and my cellular connection malfunctioning.I have attempted to contact you via phone at and email, but unfortunately, I haven't received a response.To resolve this issue, I'd like to explore connecting my system to ethernet. Could you please advise on the following:How can I get my system connected to ethernet for data transmission?Are there any specific instructions or resources available for this process?If connecting to ethernet is not feasible, I'd appreciate information on any alternative solutions available due to the 3G shutdown.

  

  Business response

  03/08/2024

  Thank you for reaching out to report the issue with your solar system's monitoring. We apologize for any inconvenience this *** have caused and appreciate your patience.
  We understand that the recent 3G network shutdown *** have impacted the cellular connection of your system. We apologize for the delay in responding to your attempts to contact us.
  To address the connectivity issue, we recommend exploring the option of connecting your system to ethernet for data transmission. This can provide a reliable alternative to cellular communication.
  We have provided two resources that *** assist you in this **************** to SolarEdge ***************** Communications Troubleshooting Guide
  Link to SolarEdge Communication Options Installation Guide
  These guides contain instructions and troubleshooting tips for connecting your SolarEdge inverter to ethernet and other communication options. They should provide you with the necessary information to proceed with the installation.

  
  If you encounter any difficulties or have further questions, please do not hesitate to contact SolarEdge directly. We are committed to assisting you in resolving this issue promptly.
  Thank you for your understanding and cooperation.

  Customer response

  03/14/2024

  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:

  I previously contacted Solar Edge, and they advised me to reach out to the dealer. I require professional assistance with this matter. Additionally, I would like to inquire about who handles the maintenance and warranty of the system should I need that.

   

   

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

  Customer response

  04/02/2024

  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:

  
  The ****** search results provided are not useful as they are for a different area (********). I am in ***************, and my efforts to find someone locally to get it done have not been successful either.

  Also, Would WiFi be an option?

   

   

   

   

   

   

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

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

  

  Business response

  04/04/2024

  Hello Better Business Bureau,

   

  We have effectively communicated with the Morgans and provided direction for their inquiry regarding their inverter monitoring and solutions. Thank you. 

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to express my concern and frustration regarding the current state of my solar system installed by YSG Solar.For the past two months, my solar system has been non-operational, and despite numerous attempts to contact YSG Solar for support, I have been unable to reach them. This prolonged downtime has not only resulted in a significant inconvenience but has also brought to light a concerning issue.In desperation, I contacted a licensed solar company to assess the situation. Their findings indicate that the wiring in my solar system is incorrect and does not adhere to industry codes. This raises serious concerns about the installation quality and safety of the system.Given the urgency of the matter, I implore you to take immediate action to rectify this situation. I understand that issues may arise, but the lack of responsiveness and the potential safety implications of an incorrectly wired solar system are of utmost concern.I kindly request your prompt attention to this matter and appreciate your assistance in facilitating a resolution. If necessary, I am open to exploring alternative avenues to address and rectify the issues with my solar system.

  

  Business response

  02/06/2024

  Dear *** ************** you for bringing your concerns to our attention regarding the current state of your solar battery package system. We understand your frustration and want to assure you that we take your feedback seriously.
  Upon receiving your complaint, we immediately conducted a thorough review of your solar system installation. We reviewed your file, the local electrical inspector and utility provider, *******, has provided certificates confirming that your system is indeed safe and compliant with all applicable industry standards. Your safety and satisfaction are our top priorities, and we strive to uphold the highest standards of quality and professionalism in all our installations.

  
  We would like to clarify that as an installation company representing manufacturers such as Sonnen, who created your battery project, our primary role is to ensure the proper installation and functionality of your solar system. For ongoing service and support needs, including any maintenance or warranty-related inquiries, it is essential to engage directly with Sonnen. They have the expertise and resources to address any technical issues and maintain the long-term warranty of your system effectively.

  
  We sincerely apologize for any inconvenience you may have experienced in attempting to reach us for support. We acknowledge the importance of timely and effective communication with our valued customers and are committed to improving our responsiveness in the future.

  
  Please rest assured that we are here to assist you in any way we can to resolve the issues with your solar system promptly. We recommend reaching out to Sonnen directly for further assistance, and we are available to facilitate communication or provide any necessary information to expedite the resolution process.

  
  Once again, we apologize for any inconvenience this situation may have caused you and appreciate your patience and understanding as we work to address your concerns. Should you have any further questions or require additional assistance, please do not hesitate to contact us.

  
  Thank you, and we look forward to resolving this matter to your satisfaction.

  
  

• Initial Complaint

  02/01/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  BBB:I have been a YSG customer for 3+ years. For the past several months, I have been receiving my electric bills well above the normal amount with my solar panels working and noticed that all my stored energy I put back into the grid had been depleted. ******, this means my solar panels require maintenance. I have made a lot of attempts to contact YSG via phone and email. I even tried contacted the salesperson only for them to be nonresponsive. I then reached out to ***************** whom I have my solar loan with. They advised me that they will attempt to reach out to YSG. After several attempts themselves, ******* was unsuccessful as well and recommend I reach out to another company who provides servicing. I would then have to pay for the servicing fee and anything additional out of pocket which is a NO. Under my contract with YSG, I am well within warranty they provided. I would like BBB to step in and resolve this dispute by servicing my solar panels, provide a better way to get in contact, have another solar company handle my contract and pay for all of the additional cost I paid for on my electric bills. Thank you,

  

  Business response

  02/06/2024

  Dear *******,
  Thank you for bringing your concerns to our attention. We sincerely apologize for the inconvenience and frustration you've experienced regarding your solar panels and communication with our team.
  We understand your concerns about the increased electricity bills and depleted stored energy, and we appreciate you reaching out to ***************** and the BBB in an attempt to resolve this issue.
  Since you've contacted us directly, we would like to work with you to find a solution as quickly as possible. Here's what we can offer:
  

  
  Improved Communication: We understand the frustration with unresponsive communication. We have implemented changes to ensure timely responses to your inquiries and concerns. You can reach us directly at *******************************

  
  At YSG, we specialize solely in solar panel installation. While we take pride in our quality installations, ongoing maintenance and service needs fall under the purview of Sungage Financials' responsibility. While YSG specializes solely in installation, warranties for the actual equipment typically come directly from the manufacturers and can extend up to 25 years.

  We deeply apologize for any confusion or frustration caused by this distinction.

  
  Sincerely,
  YSG Solar

  Customer response

  02/08/2024

  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:

  YSGs effort to improve communication by contacting them directly at ******************************* is misleading as myself and every other customer have tried reaching out to them through that email address just for them to ignore. Are they saying they will make a special exception just for my inquiries? What about anyone else's or how about responding to all inquiries as normal practice? If I did not reach out to BBB to step in, YSG would have still continued their poor service and be unresponsive. 

  Per my solar panels issue, it could very well be an installation problem that is causing them to not work. Per my contract, which YSG should have a copy, I have a 5 year warranty and I would YSG to arrange for someone to come out to my home and check it out. 

  In regards to maintenance and servicing, Sungage Financials advised that solar customer's ********************** company's (YSG) should be providing these type of services as well as others and that Sungage isn't responsible, only for loans. I also agree that maintenance should be provided by YSG and I shouldn't have to pay out of pocket  to have another solar company fix my problem. I also noticed, YSG did not address any type of compensation regarding any of my expenses such as increased electric bills, fees for having my solar system maintained, etc...

  As a comment: 

  If YSG solely is an installation type of company, than why would anyone want their business as every other solar company offers soo much more!

  Also, when my solar issues began midway in 2023 and YSG was not responding, I looked them up on BBB's website to find they were not on there. Now that they are on BBB and their unhappy customers realize that they are, the complaints will come pouring in. 

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

  
  Unsatisfied YSG Customer,
  
  ***************************
  
  
  
  
   
  

  

  Business response

  02/13/2024

  Good Afternoon -

  The installation services are provided under the warranty of the major equipment manufacturers. The process does require you to first reach out to the manufacturer to troubleshoot the concern. The manufactures dispatch service installers such as us to provide services on the equipment that they provide.  Please see the details on the warranty on this link: *******************************************************************

  The warranties are for a 25-year duration, and they cover labor for property owners such as yourself.

  Please notify us if you have any other questions or comments reaching out to them regarding this concern

• Initial Complaint

  11/27/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Do not do business with this company. I had them install a system (unfortunately did not read the real reviews/ all positive reviews are fake) and it has been a nightmare of an experience. Psychological liars and con men is the best description of this company and the *** *****. My system has never been able to work and I was hustled out of a decent amount of money.

  

  Business response

  11/28/2023

  
  Dear BBB,
  
  We appreciate you bringing this complaint to our attention. We have thoroughly investigated the complaint and have compelling reasons to believe it is fraudulent.
  
  Upon examining the complaint, we discovered that the provided name and address do not correspond to any existing customers in our database. Additionally, a ****** Maps search failed to locate the address, further strengthening our suspicion.
  
  Moreover, an ** address lookup revealed that the complaint originated from *********, **********, a location where we have never conducted business. This discrepancy further corroborates our belief that the complaint is fabricated.
  
  Fake customer complaints pose a serious threat to our reputation and can mislead consumers. We take such complaints extremely seriously and are committed to safeguarding our customers and our business.

  
  Fake reviews are illegal under the Federal Trade Commission's (***) Deceptive Practices Act. The Act prohibits businesses from engaging in deceptive or misleading practices, including through fake reviews.
  
  In light of the aforementioned evidence, we have reported the ** address associated with the complaint to the *** for investigation under the Deceptive Practices Act. We have also notified the ********** ************************* about this fraudulent complaint.
  
  We urge you to promptly remove this complaint from your website. We are confident that the *** and the ********** ************************* will thoroughly investigate this matter and take appropriate action against those responsible for this fraudulent activity.
  
  Thank you for your cooperation and understanding.

• Initial Complaint

  10/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have two issues First of all and most important insures is my solar panels were installed after so many hiccups and issue in November 2021 . Since then I have been told them several times to apply for my tax abatement with DOB so I can receive $8160 as property tax credit . ******* and ******* kept telling me it will be done , now ******* has changed her number and no one responds or returns my phone calls . Second issue is the solar production is no where close to what they promised .

  

  Business response

  10/23/2023

  Dear Better Business Bureau and ***********************,
  
  We hope this message finds you well, and we sincerely apologize for the inconveniences you've experienced with your solar installation and the associated permit closeout process. We take your concerns seriously, and we are committed to resolving these issues in a timely and satisfactory manner.
  
  Firstly, we understand your frustration with the delay in applying for your tax abatement with the ********** of ********* (***). We acknowledge that you have been waiting for a resolution since November 2021. We regret that the process has not progressed as swiftly as it should have. *******, who was handling your case, is no longer with our company, which has caused disruptions in communication. We apologize for this inconvenience and any lack of responsiveness you may have encountered.
  
  To address this issue, we are taking immediate steps to assign a new representative to your case. This individual will promptly initiate the process of applying for your tax abatement with the *** and ensure that you receive the property tax credit that you are ***********.
  
  In addition, we would like to inform you that due to recent changes in the *** solar program, you are now eligible for a higher abatement of 30%, which is indeed positive news.
  
  Our team is committed to resolving these issues promptly and to your satisfaction. You can expect a new point of contact for your permit closeout and tax abatement process shortly.
  
  We understand your frustration, and we are determined to rectify these matters to the best of our abilities. We value your business and are dedicated to delivering the quality service you expect and deserve.
  

• Initial Complaint

  09/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am trying to sell my home and the Title Search has determined that YSG Solar never closed out a Permit opened in 2013 that is now preventing me from closing on my house. I have reached out to ***** who asked me to send my address to her via email and she will pass it along. My *********** Attorney and I have been sending multiple emails since last week and I have not received a single response or acknowledgement in addition to the phone calls I have made on my personal cell and work phone. If this continues I am going to be paying over $2,000/mo on a home that I can not sell because YSG Solar can not be bothered to answer their phones or return their emails.

  

  Business response

  09/15/2023

  Dear ******,
  
  We understand that you are having difficulty closing on your home due to a permit closure that was not completed in 2013.
  
  We want to assure you that we are committed to helping you resolve this issue as quickly as possible. We have investigated the matter and found that the permit closure is the responsibility of the property owner, not the solar installer. However, we are happy to provide you with any records or files from the 2013 project that you may need to facilitate the closure with the local town.
  
  In the meantime, we recommend that you contact your real estate attorney to discuss your options for completing the permit closure.
  
  Again, we apologize for any inconvenience this has caused. We appreciate your patience and understanding as we work to resolve this issue.
  
  Sincerely,
  
  *******
  
  

  Customer response

  10/02/2023

  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:

  
  
  *********** is 100% responsible for the closing of the Permit as agreed upon.  *********** has offered to help resolve the issue but has still failed to return any emails or phone calls.
  

  
  

   

   

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

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

  

  Business response

  10/02/2023

  Dear BBB-

  I am writing to respond to the complaint filed by ************************ The complaint alleges that YouSaveGreen is responsible for closing a permit for ****************** personal home. However, as per the sales and service agreement that was executed in 2013, the responsibility for closing out permits related to the homeowner's personal home lies with the homeowner. This is also the first time that ************** has brought this request to our attention in the last 10 years. We understand that ************** is frustrated, but we believe that the complaint is unfounded. We have fulfilled our contractual obligations to **************, and we are not responsible for closing the permit for his personal home. We hope that this information is helpful. Please do not hesitate to contact us if you have any further questions.

*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. ↩