ComplaintsforPurelight Power, LLC

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This company does door to door sales and on multiple occasions, despite being told no, as well as having a posted no soliciting sign, they insist on coming to my door, as well as multiple others (who have the same signs posted). Theyve been told to stop coming to our house, weve point out aforementioned sign, they wont stop.

  

  Business response

  07/10/2024

  We understand how frustrating this scenario is and apologize for the inconvenience. Our official policy is to not knock on doors that have no soliciting signs, and we will make sure to reiterate that policy to the relevant teams.

  Customer response

  07/10/2024

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  we had our 1st virtual meeting with pure light power on 10/11/23. We signed the agreement on 10/18/23. The total amount financed was *********. On 12/27/23 I received a text message stating the trench would be dug on 1/8/24, on 1/9/24 the electrician would be out for the tie into the solar panels. then on 1/11/24 the meter panel upgrade was scheduled. the tie in for the solar was then rescheduled by purelight power (solgen) to 1/12/24. We were told the power would be off the majority of the day during the main panel upgrade, so they would bring a generator. This was postponed with no date scheduled for them to return to our property. I was contacted on 1/31/24 and asked if the snow was melting, I responded yes. I was not contacted again until 1/31/24 and asked again if the snow was melting, I again responded yes. We were scheduled for the tie into the solar panels for 2/7/24. on 2/5/24 I was told there was too much mud in the area for the work to be completed. on 2/12/24 I was asked if the mud had gotten better, to which I responded yes. They asked for photos of my driveway, which I sent, showing absolutely no mud. On 2/14/24 we were rescheduled to 2/21/24 for the tie in. The morning of 2/21/24, we were again told we would need to reschedule, however there was no date set forth. on 2/28/24 I received a text stating they were watching the weather and would reach out soon. we were then scheduled for 3/27/24. Our first loan payment was due 3/26/24. On 3/26/24 I contacted purelight to request a refund for this payment since we were also required to pay our arista payment since the work was not completed in time. I was advised a message would be sent to customer service. I did not hear from customer service until 6/13/24, by this time we made two payments, they only want to refund one. They said they would update the indoor breaker panels, as said within the text messages below. They now say they don't know what I'm talking about, and it is not going to happen.

  

  Business response

  07/01/2024

  We understand the customers frustrations with the installation process, as it was significantly longer than anticipated. However, we and the customers utility provider, Avista, experienced significant weather delays throughout the process, impacting our ability to install promptly. Muddy conditions may seem insignificant, but drying soil can dramatically affect the position of vital in-ground equipment. We owe it to our customers to wait for appropriate weather conditions, as that's the only way to ensure a high-quality installation. In addition to the weather issues, it took the inspector several weeks to finalize their end of the process, which also impacted the installation timeline.
  
  During the installation process, the customers main meter and sub-panel were upgraded. The customer was not charged for this work. The main panel upgrade was not necessary for the solar installation. 
  
  Regardless of the circumstances behind the delays, we recognize that the time from initiating the process until the final installation was substandard. To make amends for the situation, we have agreed to pay the customer $227.80 and reimburse them for the loss of production they experienced.
  
  

  Customer response

  07/01/2024

   
  Complaint: 21901963
  
  I am rejecting this response because: the $227 that you are reimbursing us for is only half the amount we should be reimbursed as TWO payments were made while waiting for the company to complete the work. This response also does not acknowledge the fact that there are screenshots where I clarified that the indoor breaker panel would be updated, as well as phone calls with *********************** where she stated this would be done.
  
  Sincerely,
  
  *****************************

  

  Business response

  07/12/2024

  We have reached out to the customer via text regarding the MMU/MPU mix up, but have yet to receive a response as of this writing. We are normally unable to provide compensation for delay in process issues, but issued this payment as a show of goodwill. The customer signed a settlement agreement for the specified amount, and we are unable to provide additional compensation.

• Initial Complaint

  05/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  In late September or early October, I had a gentleman come to my house and sold me on having solar installed in my house. He basically made all of these promises to me about how much this would cost, how much my payments would be and how I would be eligible for numerous state and federal tax rebates and incentives and after i received these benefits and gave said money to ********************** my payments on the system would decrease to a manageable amount. I'm a 68 year old retired construction worker that lives on a fixed income. They made it sound like an excellent deal so I agreed. I was emailed a contract that I could not read as the font was so small on my cell phone. This is going to put me into financial ruin. I'm going to end up loosing my home and I feel very strongly that I was taken advantage of considering my age and lack of contract law knowledge. I have tried numerous times to resolve this issue with ******** and all they keep saying is, "well, you signed the contract!" I dont expect anything for free but I would like them to be honest and lower this loan payment to a manageable amount like I was promised from the beginning. Purelight Poweer Headquarters ****************************************************************************** ************* Contracter License Numbers for *****: ********/****** Goodleap ******************************************** *************

  

  Business response

  05/23/2024

  Hello,
  
  Our solar representatives help secure financing for your project using either a lender of our, or your, choosing. In this case, the financing was acquired through Goodleap to fund your project. During this process, the solar representative would have gone over the financing details - length of loan, amount approved for funding, interest rate, amount due upfront, and the estimated monthly payment. 
  
  The loan company, after your financing was approved, would have sent over documents outlining the loan terms and any pertinent information about payment schedules and the changes to your monthly payment if the voluntary payment amount in the first 18 months was not met. Usually, if that voluntary amount is met, your payment will stay the same, otherwise it will increase to the amount outlined in your financial documents. The loan agreement is between you and your lender, and it is your responsibility to ensure you understand the terms of that loan agreement and the payment structure before signing.
  
  As for the tax credit, we inform every customer about the federal tax credit, as it is a very important federal incentive to be aware of. However, we cannot guarantee eligibility of that tax credit as it is based on your financial information and tax liability. It is clearly stated in our contract under customer acknowledgements that it is a tax credit, not a refund or a rebate and strongly recommend reaching out to a tax professional to verify eligibility. 
  
  Unfortunately, we have no power to make changes to your loan terms. If you need clarification about your loan, we highly recommend reaching out to your lender. 
  
  Thank you,

• Initial Complaint

  04/19/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  At the end of the process of refinancing my home, I was informed that I had a lien on my property through Pure Light. This resulted in the refinancing being cancelled by my ***************** As required by law, I was never notified of a Mechanics lien on my property and was told originally by the sales team that this would only happen in the event of non-payment. We have not missed payments and even paid double some months. I started by calling our solar finance company, ********************* They told me the lien was placed by Pure Light and that it is a part of the contract. I asked for a copy of my contract and was denied. After mentioning I would involve my attorney if necessary, I was told they would no longer speak to me and my attorney would need to request a copy of the contract from ********************* My attorney made this request via email on 04/12/2024. We have received no response. I would like to request this matter be addressed ASAP and the lien removed.

  

  Business response

  04/24/2024

  Purelight Power is aware of the customers lawyer's request; however, the ****1 and Fixture Filing forms are in the possession of the customers lending provider, not Purelight Power. We are happy to offer any assistance we can and have connected the customer with their loan provider, but we are unable to provide these forms.

  Customer response

  05/02/2024

  I already spoke with my lender who directed me back to Purelight Power for a copy of the contract.  Purelight Power has also not responded to my attorney at all.  This issue continues and has not been resolved.

• Initial Complaint

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 11, 2023, I signed an agreement with Purelight Power for them to install solar panels and a battery storage system in my ****, ****** home. I did this in part based on their salesperson's assertions that they are the leading solar provider in ******. Since then, they have acted like a chaotic, barely functioning mess. It took until yesterday, April 11, for them to install the panels; this was after literally 8-10 different employees contacted us, each doing one tiny task and none knowing what anyone else promised or did (i.e. schedule an appointment, come look at the roof, create a plan, submit a plan to our HOA, etc). They constantly claim that someone quit or got hurt, which is "why our installation was so delayed". Our system won't work without the battery installation, which was scheduled for next Wednesday, April 17. This afternoon, they called to say the ONLY GUY who knows how to install batteries got injured, so they have to reschedule installation for May 13. Let me ask you this: how could "the leading solar installer" have only ONE GUY who knows how to install batteries? Either they are nothing resembling a leading company or they are lying to me.

  

  Business response

  04/30/2024

  We deeply regret the experience the customer had with **********************, however the delays are due to factors outside of our control.

  Customer response

  04/30/2024

   
  Complaint: 21570121
  
  I am rejecting this response because: it's not an answer. It's an evasion. One sentence with no details or explanation.

  In fact, it is a highly accurate demonstration of how Purelight Power operates: they don't communicate effectively and they don't do what they promised to do. They just proved my point by having the audacity to respond to your organization in such a manner.

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

  

  Business response

  05/23/2024

  Purelight Power has worked with the customer to schedule the installation as quickly as possible. The customer chose to cancel the initial inspection, which has since been rescheduled for the 29th. The Authority Having Jurisdiction has confirmed that they received the appointment, however it failed to update that information in its system. Purelight Power has contacted the Authority Having Jurisdiction and confirmed that the schedule is fully updated for the 29th.

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Door-by-door solicitor ignored "No soliciting" sign, interrupted household where people work from home by excessive knocking.

  

  Business response

  03/20/2024

  Thank you for bringing this matter to our attention. We will promptly investigate the issue with our ******** team. Respecting privacy is paramount to **, and we apologize for any inconvenience caused. We will emphasize to our Sales team the importance of adhering to "no solicitor" signs. If you have any additional information that *** assist our inquiry, please don't hesitate to contact us. 

• Initial Complaint

  03/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  10/9/23 Completed: Purelight Power Install Agreement Sent by ******************** 12/7/23 Notice of Completion for Your Financed Project Email sent by ****************************** Loan Amount$22,521.43 3/4/24/Total balance was paid off.Business was to install a working solar grid on my roof. The install has been completed & I received activation instructions: From: Solgen Permitting <*************************************>Sent: Thursday, February 22, 2024 4:00 PM To: ************************* <************************>Subject: Update on Solar Project We have permission to turn on your solar system!!I have attached the instructions to this email.Our Post Install team will get a hold of you asap to set up your monitoring app.Thank you for going solar with Purelight Power! The instructions I received do not reflect the installation I have. Starting on 2/22/24, I replied to the activation email & received no response. I then emailed several entities at the business asking for assistance to activate my system & still no response. Finally, one 3/5/24, one fellow replied saying "Let me get this taken care of for you im sorry about the inconvenience!" It has been a week since I received that response & no further contact has been made with me. I would like the company to work with me to get my installation activated.

  

  Business response

  03/13/2024

  Our **************** team is actively communicating with our Post Install team, and we genuinely apologize for any inconvenience caused by the delay in our follow-up on this matter. Please be aware that we are currently dealing with a high volume of tickets, and our dedicated teams are working diligently to respond to each one. Expect our teams to reach out shortly to address the activation of your system and the setup of monitoring.
  
  Rest assured, we have informed our Post Install team about your account, taking necessary steps to ensure it does not miss its appointment. Your patience is greatly appreciated as we strive to schedule your appointment promptly.
  
  For your convenience, we have attached the standard turn-on instructions to this response. Once all switches and breakers are in the correct position, your system will be live. Our Post Install team will follow up to verify the setup of monitoring. If you have any further questions, feel free to reach out.
  

  Customer response

  03/13/2024

   
  Complaint: 21424539
  
  I am rejecting this response because:

  The activation instructions do not match my install. I asked for clarification & received no response repeatedly. If the business is busy, a proper response would be an email reply telling me "we are busy & will get back to you..." I do not need another copy of the document I received that is the same one I have questions about. I need answers.
  
  Sincerely,
  
  *************************

  

  Business response

  03/18/2024

  As mentioned, please note that we are currently experiencing a high volume of tickets, and our dedicated teams are working to address each one promptly. Our Tech Support team has reviewed the issue and determined that a service appointment will be required to set up monitoring. We're uncertain why the provided activation instructions don't align with the installation, but we can assist in powering on the system while verifying the serial numbers and necessary information for monitoring setup. Our Tech Support team is currently contacting the local branch coordinator to initiate scheduling. If you have any further questions or concerns, please don't hesitate to reach out.

  Customer response

  03/18/2024

  Hello,

  Although I am glad to see the business response to my issue, I have trouble believing that they will contact me to "schedule an on-site review." They don't respond to emails even though they say "feel free to reach out to us." 

  I would accept the reply if I had any confidence of timely follow-up.

  Regards,
  *****

   

  Customer response

  03/25/2024

  ****** from Purelight Power Tech Support contacted me. I was given a link to download a monitoring app for the panels (S-Miles Enduser which is the inverter company). I installed the app & followed the instructions. The app apers to be working fine but the meter outside still shows an error. I sent ****** a text to this effect & await a reply. 

  

  Business response

  03/25/2024

  An on-site evaluation has been deemed unnecessary after confirming with our Tech Support team that the system is integrated into the monitoring system, which was completed on 3/20/24. Subsequent review of the monitoring connection indicates that the system is online and operational without any alerts or alarms. If you encounter any difficulties accessing your monitoring account, please let us know, and we'll assist you in logging in.
  

  Customer response

  03/27/2024

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  03/06/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In 2022 my husband and I purchased solar panels from PureLight. We were lied to regarding the tax credits, the proficiency of the panels, the total payments we would have. Basically we were sold a false bill of goods.We were told we would only incur a monthly payment to pacific power; which was true but we were also told that with the number of panels installed that our bill would not exceed what we were currently paying. Unfortunately that is also false. Our bill in Jan of 2024 was double what we have ever paid in the nine years living here. When we spoke with PureLight they informed us that we had obviously increased our monthly usage. We also received a call from the loan company who informed us that our monthly payment was going up over $50 a month because we had not applied our solar panel credits towards our debt. My true complaint is how easily these people lied to our face and then laugh when we complain. We are now paying almost three times as much on our power bill when the solar panel payments are added in. I understand that its our responsibility to do our due diligence when purchasing such a huge ticket item but Im also quite shocked at the dishonesty of this company. I would never have even thought of purchasing from this company had I known how dishonest they were. My resolution would be come take your panels off of my roof and cancel the loan.

  

  Business response

  03/07/2024

  We want to emphasize our commitment to addressing your concerns and taking them seriously. Kindly review the attached excerpt from your Purchase and Installation agreement. We are uncertain about how we misrepresented the tax credit, especially since you acknowledged in point #1 that it is your responsibility to ensure you qualify for this benefit. Please note that we do not provide tax advice.
  
  The initial design of your system was based on estimated usage, and any increase in your electricity needs will result in additional billing from your utility. With your current higher usage, the estimated Solar offset for that system will be reduced, as indicated in acknowledgment #3.
  
  Concerning the increased monthly payment with your lender, it's crucial to understand that the Tax Credit is not guaranteed by Purelight. It is a separate agreement with your lender, specifying your payment schedule. Failure to apply the payment to the loan for the specified amount will lead to an increase, a matter you must address directly with your lender.
  
  It's important to recognize that solar is a long-term investment. Although you may be paying more than expected due to increased energy usage, your solar investment is not rendered useless. You are still producing energy that you don't need to purchase from your utility company, and these costs remain insulated from utility rate increases. Due to the explained variables, we do not guarantee energy savings.
  
  If you have additional information and desire more solar benefits, it might be possible to expand your system to match your increased usage. Please inform us if this is of interest to you, but this would be an additional purchase. Our production audit, part of our first-year production guarantee, demonstrated that the system is performing as expected and within our estimates, although we acknowledge that the system went offline, and some months were excluded from the audit due to a lack of visibility of the system.
  
  We have delivered the product you purchased, and while we strive for customer satisfaction, your request for project cancellation and refund is denied. Please let us know if you have any additional questions or concerns.

  Customer response

  03/08/2024

   
  Complaint: 21396559
  
  I am rejecting this response because:

  Our contract states we were to receive 92% efficiency but after calculating one full year of usage we are only receiving *****%. A resolution would be to add additional panels at your cost to reach the 92% efficiency stated in our contract or reimburse us the difference every year. You keep saying we have increased our usage which is not true as our bill has been the same for the last 8 of 9 years. 
  And in response to, you do not give tax advise you will need to tell your salesmen to not use that as his main sales tool. It is dishonest and misleading. 
  
  Sincerely,
  
  *******************************

  

  Business response

  03/18/2024

  Our Purchase and Installation agreements do not guarantee a Solar offset, which is what you referred to as "efficiency." We have provided the results of the audit completed after our First Year Production follow-up, confirming that the system is performing as expected. While it may not appear that your energy habits have changed, your confirmed Solar production and the existence of a residual bill indicate one variable: increased usage.
  
  Our advice regarding the tax credit is clearly outlined in the agreement, our Energy Consultants inform all homeowners of this available credit for going Solar.
  
  "Tax Credits: Your individual proposal and costs are based on receiving important federal tax credits. These credits are based on your federal income tax liability, and it is your responsibility to ensure you qualify for the Federal Tax Credit." This was acknowledged when signing the agreement. 
  
  
  
  

  Customer response

  03/19/2024

   
  Complaint: 21396559
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  The salesman guaranteed that your solar panels would provide us with 92% of our average usage and if this percentage was not reached we would be compensated the difference. So it seems that your company gives your salespeople free range to say whatever it takes to close a sale whether its true or not. 
  I am not happy with your reply to my complaint and reject your explanation.

• Initial Complaint

  02/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We were told that our solar panels would cover over 90% of our power needs and if they did not produce enough power, then the guarantee of PureLight is that they would install the right amount of panels to make up the difference. Our panels do not produce enough energy in the summer to bank enough credits to last through more than a couple months in the winter. When I asked PureLight about this, they said that they need one years worth of electrical bills to make sure they install the right amount of panels and that since we only gave them one electrical bill there is nothing they can do. I was not informed of this before the installation. A whole year had passed from the time that we gave them the one electrical bill and the time of installation, so there is no reason why they couldn't have had more bills to make a more informed decision on panels needed for my house.

  

  Business response

  02/21/2024

  Purelight Power does have a unique first year production guarantee ensuring we will work to resolve any system errors. This 90% production audit is against the estimated system production, not an offset of the home electrical  demand. As this project received permission to operate about 9 months ago, we have been unable to complete our full audit as enough time has not lapsed. The audit that was completed 3 months ago at the six month **** showed the system producing within the estimates, on target to meet our production estimate guarantee for the first year. Please see the attached Acknowledgment. 
  
  The more utility billing history that can be provided at the time of design helps us to better achieve the system size desired by our customers. Using previous usage history as an estimate ensures better accuracy but is still considered an estimate as our energy consumption trends can change over time. 
  
  If you are using more energy than estimated, your ***** design would then offset less since there is a larger usage. There is no action we can take to remedy using more power than was estimated.
  
  We must wait a full 12 months of production to see how the system performs. Even at that, we dont simply add panels. We will, however, look at the results of the audit to determine if further  investigation is needed. If the results of the audit show that your system is producing as promised, and again, thats production, not offset of power bills, then nothing further will be done. However, if your audit shows that your system is producing lower than expected, we will look into why that is. As the contract states, we will make it right. That isnt always adding panels through. In the past we have offered many solutions that match specific situations. These solutions range from tree removal to system redesign to relocating satellites for TVs. We leave it intentionally vague with the statement we will make it right to allow us to work with our customers to find ****************. Again, that is only in the case that a system performs lower than expected because of something that Purelight should have been able to catch. If we have an ****** smoky summer, or a freak blizzard, then those would be out of our control. 

• Initial Complaint

  02/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The process of getting this activated is pushing almost 8-9 months and they won't return calls or messages. They said 1 week over a dozen times now and their design can't get approved. Continuously declined. They lied about the tax incentive and guaranteed id get 30% back in cash come tax time to roll into the loan, I only got $3200 or so..... the cost of solar was $66,285. I asked my rep ********************* why he lied to me and he said I am mistaken and ill be getting more back. A 25 year tax prep agent at *********** told me the truth and that my solar rep was completely wrong on that matter. Purelight Power relocated a solar panel, left the old hardware so now it looks ugly as could be and they aren't intending on fixing it. They have completely ignored me for the past month, won't respond at all. They were supposed to make my payments until it was active and they have NOT followed through on more than the first 4 months. I am filing a complaint and then proceeding to the next step in the legal process. They can take their solar back, and put a new 30 year roof on my house and get rid of all of their equipment. The roof was 2 years old when they installed the solar, it won't be the same when the solar is gone. I don't know how fast this process will be, but zi have been completely had and have no ability to get help from them anymore. They charged me and walked away without completing their end of the contract. It is null and void! 8-9 months is completely ridiculous and unacceptable! Please help!

  

  Business response

  02/19/2024

  The Permission to Operate for this project was finalized in December, and required inspections have been successfully cleared. While we understand and apologize for any inconvenience caused by multiple failed inspections, it's important to note that each installation is unique, tailored to the specific characteristics of the home.
  
  Necessary corrections were promptly addressed during the course of your project. Our **************** team is currently conducting a Delay in Process audit and will follow up, exploring the possibility of additional compensation in accordance with our reimbursement policy for delays resulting from failed inspections.
  
  As outlined in our Purchase and Installation agreements, we do not guarantee the Tax Credit, as its issuance is determined by the *** and is contingent upon an individual's income and tax liabilities. We strongly recommend consulting with a tax professional to ensure compliance with the credit's terms, which are attached for your reference.
  
  Please be aware that project cancellation is not an option we offer once installation is completed. Our Post Install Experience team will follow up to assist with monitoring setup, and the **************** team will address any further concerns regarding project delays. We appreciate your understanding and cooperation throughout this process.

  

  Business response

  02/19/2024

  Tax Credit Acknowledgement. 

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