ComplaintsforDesign 1 Group

• Initial Complaint

  12/08/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  In October 2020, I bought a solar system that was supposed to make my electric bill close to zero. I paid $38,000 for the work. The installation required many hours and 6 months of my requesting and later demanding that Design 1 Group Solar get a permit as was part of the contract. The City of Oklahoma City wouldn't inspect without a permit. OG&E,the electric company, wouldn't hook up without the City blessing. April of 2021 the job was complete. I have only seen about $50/month of savings on my electric bill. I have repeatedly asked for resolution to the discrepancy between what was bought and what is producing. At one point I was verbally promised 10 more panels and disconnect the solar hot water tank to add those 4 panels to the system. That would make a total of 26 panels. I am looking for cost savings that the salesman referred to. $50/ month is nothing near to what he said I would get with this system. Not only is this NOT COST NEUTRAL, this is costing me in an extravagant way. I think only a small part of what I was expecting was installed. At the rate of $50/month, I won't live long enough to break even, let alone derive any benefit. I must be missing 75-90% of the panels it would seem to require for me to reap the benefits I was told this system would bring. I paid for a system that should drop my energy costs in a significant way. I don't know who miscalculated what that would take, but obviously, I have been severely shortchanged. I am hoping to get help prodding this company into producing what I bought and paid for.

  Business response

  01/11/2022

  Business Response /* (1000, 14, 2022/01/05) */ I have spoken to this customer and we have agreed on a resolution to the issues. A service will be scheduled to be performed. Thank you for your business. Consumer Response /* (2000, 16, 2022/01/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) The plan to disable the solar part of the hot water heater is a disappointment at best. (I found it listed as a $3800 tank online). Converting the 4 panels from the water heater and adding 6 more doesn't seem like the target will be met, but that is all they would do, so I am reluctantly agreeing. I will keep my fingers crossed and hope I don't need to reopen my complaint. Thank you for helping motivate Design1Group to address my dissatisfaction. I know now the salesman was slick and I was greatly deceived. The contract is apparently met and no guarantees were offered or implied because they can not control the sunshine or weather. What an expensive mistake I made trying to "go green" for the planet. ( I predict there is a special reward this company will receive in hades. Feel free to delete my prediction. ab ) Wishing you a healthy and uneventful 2022. ****** *******

• Initial Complaint

  12/08/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a Solar System through this company and it was completely installed on Sept 30th or even sooner. They promised me a rebate check to cover the 1st 24 months of payments. First when I received my initial statement from Mosaic it said my interest was 2.25%. The salesman had told me that it was going to be 0% interest for the first 24 months. I have been texting them quite frequently to find out where my rebate check was since I have already made my first payment to the finance company. They tell me that checks are mailed out on Fridays and that they are only allowed to mail out a certain amount each Friday. I still as of now not received my check. Also I was told that I would save up to 85% or more on my electric bill and so far I have only been saving maybe 20% up to 30% at times. He told me the sun varies for different times of the year. I am so very disappointed with this company as a whole that I almost want to remove the complete system from my home and return it if I could. Nothing that they have told me has been accurate so far. The salesman that came to my house **** ******** pressured my wife and myself into purchasing this system immediately or we would lose out on savings! I only asked for a consultation and that is not how he approached it besides the fact that he broke down in my driveway and overstayed his welcome.

  Business response

  01/18/2022

  Business Response /* (1000, 14, 2022/01/05) */ Rebate was mailed on 12-02-2021. He also received his rebate for installing his nest in November. Please send in your electric bills for monitoring as the system size is adequate for the average bill you gave us. As stated in the contract, if you do not save within 10% of what we predicted over the course of 24 months you will get another rebate in the amount of $500 at that point. We appreciate your business.

• Initial Complaint

  11/24/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Design1solar installed solar panels with battery backup on my new home. It failed inspection by Alcoa Electric Board on November17th. On November 22 the Tennessee State inspector along with two Fire Marshall's failed it again. Design 1 solar group blames it on our electrician. Our electrical passed it is the shoddy work done by Design1 that fails. We can't get Design1 to fix it.

  Business response

  12/10/2021

  Business Response /* (1000, 2, 2021/11/24) */ we were already working on this vigorously. finally was able to get the inspector on the phone. nothing is wrong with the job site he just needs documents changed. that is being done today. so sorry for the inconvenience but the first inspection should not have happened. I know the inspector was just trying to do it while he was there for something else but it was not ready to be inspected. 

• Initial Complaint

  11/03/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On 7/17/21 a sales rep from design one came to my house to do a demonstration, his first name was Adrian, we were suppose to get a hot water heater, a new thermostat, and 31 solar panels. He led us to believe that once the install was complete that we would be able to activate the panels. On Aug 11,21 the install was complete to date the solar panels have not been activated. We were unable to get the hot water heater because they said they could not put it upstairs they did refund us $3000.00 dollars for that, I have the thermostat that was mailed to me, and I was told to pay someone to put it in and they would reimburse me which was not what was supposed to happen, they were supposed to install it. I have contacted Marcus Jewell by text, telephone, and email about getting our system up and running to which I was told to call the power company every day, that is hard to do as I work until 9 pm. Had we been informed that we would have 95,000 dollars in solar panels that did not work we would not have purchased them.

  Business response

  12/10/2021

  Business Response /* (1000, 2, 2021/11/03) */ I followed up on this and our part was done in august as stated and was turned over to the power company. Apparently they are behind. I will have my staff call the power company every day until this is taken care of. let it be known though once it goes to them it is out of our hands and we have no control over them. The suggestion for the customer to call them was to create more urgency for the power company. We will handle.  Consumer Response /* (3000, 3, 2021/11/05) */ 11/4/2021 Better Business Bureau: I have reviewed the response offer made by the business in reference to complaint ID 16087814, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Had I been informed of all the aggravation that this has caused I would not have purchased the solar panels, i still have a NEST thermostat that was suppose to have been installed that IS NOT, i feel their employee LIED to us about the whole process. According to him we would be up and running with solar as soon as they were installed, and that they would have no problem installing a hot water heater only to find out that was also a lie, yes they did compensate for that. Through this whole process i have been more than compliant, I have had my emails and text ignored. I have received an email from the power company stating they are waiting on Design One, that the wait is on their end, and i forwarded that email onto Marcus Jewell.    This is the contents of one email because i can not attach an email to this.  We are still waiting on verification of the installation from your installer. I just sent them an email requesting the information. Once we get all that we can change out the meter. You are not required to be there when the meter is changed if you do not wish to be, but we can definitely get the technician to let you know when they will be there to do the switch. -David Regards, Sherry May 11/5/2021 (A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.) Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID 16087814, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, Sherry May Business Response /* (4000, 4, 2021/11/05) */ 11/5/2021 it is being inspected this weekend. we have also made the decision to help this customer out by having the thermostat installed for her even though the contract does state delivery does NOT include install. We are calling her back to let her know this. 

• Initial Complaint

  10/26/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 2/6/21, my husband and I met in our home with a sales rep for the company. Based on the information we were given, we entered into an agreement with D1G. We purchased a package to include solar panels, an energy efficient water heater, upgraded insulation and a new asphalt shingle roof. Final inspection was completed on 5/25/21. On 9/2/21 we notified R Morris of D1G that we had seen no decrease in any of the 3 billing cycles since the panels were turned on. Mr. Morris stated he would have a resolution for us the following week. After 3 weeks, I contacted Mr. Morris because he had never addressed the issue. At that time Mr. Morris asked for additional information and it was provided. After 5 weeks of no resolution, I emailed the President and have received no response. We are now into the 6th week and no response from the company. The panels are not working. Our utility bill not decreased as promised & we are making payments on the roofing system that is not working.

  Business response

  12/10/2021

  Business Response /* (1000, 2, 2021/10/26) */ we are working with this customer to resolve the issue. it looks like part of the problem is we were basing things off of a lower average than what it actually is based off of provided information. there is a call scheduled with the customer care manager today at 3:00 to discuss further. we will figure out a resolution.

• Initial Complaint

  10/26/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was told many things during the process of this purchase and are too many due to the number of characters allowed. I purchased solar panels from them and went through the process of financial and had contact everyday until the partial install was completed. After the partial install which I signed for completed install due to checking the app Elighten which is the solar app too show the amount of energy each panel is producing. Everything looked ok and it was running well. I kept checking everyday, then after 2 days it was shut off. I called the company (design 1) and they told me that Appalachian Electric and Power (AEP) had to approve the install before they turn it on. The prior running was a test only. 1 week later AEP came out and approved the install and said they had to put the meter in to complete the install. Design 1 said it was AEP's responsibility to put the meter in. This went back and forward for 3 months. Finally Design 1 told me that it is ok to turn on which I have all the text and e-mails. I went out and turned on the switch and had nothing. I contacted Design 1 again and they said "oh you have too have a blank and it's AEP that installs that. I contacted AEP and they said it was the companies responsibility not AEP's. Again back and forth for at least 3 months. Design 1 finally again said someone would come out and put a blank in and nobody needed to be here. The next day I ask my girlfriend who was home in the evening since I work out of town a lot if the blank was put in. She went and looked and seen no blank. I contacted Design 1 (Markus) the manager again and they referred me to the representative Haley that I talked too prior on the phone. She told me October 6, 2021 and I was home that day with nobody calling or showing up. I contacted Haley the 7 th and no response till the 10th saying she was out of the office for a bit and nobody told her anything. The solar still isn't running and I have lost 90% of my sun now and no contact from them.

  Business response

  12/10/2021

  Business Response /* (1000, 2, 2021/10/26) */ we are trying hard to figure this out. I am being told that this is something AEP needs to do but we have yet to get a response from them. we will get trying. 

• Initial Complaint

  10/15/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have solar panels that were installed on 4/12/21 which are financed at $45,000 and was told that I would say 40% off my electric bill which has not been the case. When I call to speak with someone most of the time I do not get anyone or when I leave a message for the people that I have been talking to to get back with me they normally do not. I have been dealing with 2 guy named *** and ****. Mainly **** and he has refused to transfer me to someone higher than him to resolve my issue spoke with him yesterday he told me he could add four panels to try and resolve my issue which is not going to help and that is the only attempt that anyone has made to resolve the issue and I even asked him if they would just take the panels off and he said they could not because they did not own the panels that I did. Would just like to get my issue resolved or the panels be taken off and I will go back to the way I was before they were installed because they have not been what I was promised to get.

  Business response

  10/15/2021

  Business Response /* (1000, 2, 2021/10/15) */ Actually this customer is saving 48%-52% depending on the month which is more than projected. The additional panels were for goodwill and were not approved. Since the customer is saving more than predicted and still complained the additional panels more than likely will not be approved at no charge. We will still service the product should a real issue arise at no charge under our free service for life plan. Thank you.  Consumer Response /* (3000, 3, 2021/11/04) */ 10/15/2021 Better Business Bureau: I have reviewed the response offer made by the business in reference to complaint ID XXXXXXXX, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I am not saving 48-52 percent for example I only saved 20 percent last month because my bill was around 168 dollars before the solar credit of $36 which is not even close to 40 percent that I am supposed to be getting I have included a picture of my bill for reference.  Regards, ***** ***** 10/29/2021 Better Business Bureau: I have reviewed the response offer made by the business in reference to complaint ID XXXXXXXX, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. The reason I rejected the offer is I am still working with their management team to resolve my issue I was told this morning I should receive a call today to hopefully resolve the issue. Regards, ***** ***** 11/4/2021 Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID XXXXXXXX, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ***** ***** Business Response /* (4000, 4, 2021/11/03) */ 10/26/2021 after looking at what the customer attached if you look at last years average of $250 this current bill was $132 which is a 48% savings. we projected a 40% savings. if you look at the $262 that is projected his bill will increase to now without solar then he is at 50% savings. however if you figure the cost of energy will not go up he is still at 48% savings based on what he attached.  11/3/2021 I personally spoke to the customer and all is resolved.  Consumer Response /* (3000, 7, 2022/05/13) */ I would like to get my issue resolved back in October whenever I made the first complaint about design one I spoke with a gentleman named ***** ******* and he assured me that if I gave him till February he would do whatever it took to get my issue resolved but February has come and gone he has since transferred me to a guy by the name of *** ****** and I have been dealing with him since to try to get the issue resolved and every time I call him told still that they are working on it and that they have still not got anything resolved this is been going on for almost a year now I have had enough and tired of all the lies an empty promises . I would really like someone to either come remove the panels or schedule something with me personally to discuss or even come to my home and look at the panels and see what needs to be done because when I have gotten it's certainly not what I am going to pay for. Consumer Response /* (3000, 7, 2022/05/13) */ I would like to get my issue resolved back in October whenever I made the first complaint about design one I spoke with a gentleman named ***** Shelton and he assured me that if I gave him till February he would do whatever it took to get my issue resolved but February has come and gone he has since transferred me to a guy by the name of *** ****** and I have been dealing with him since to try to get the issue resolved and every time I call him told still that they are working on it and that they have still not got anything resolved this is been going on for almost a year now I have had enough and tired of all the lies an empty promises . I would really like someone to either come remove the panels or schedule something with me personally to discuss or even come to my home and look at the panels and see what needs to be done because when I have gotten it's certainly not what I am going to pay for. Business Response /* (4000, 16, 2022/05/31) */ ***Document Attached*** Circling back to this again today. I wanted to see what it looked like on the last day of the month. as you can see from the attachment the customer has produced almost all the power his house needed for the month of may. 82% which is more than was projected. I suggest we all watch this and the customer send in their bills each month to make sure the power company is treating them fairly. But this system is doing more than predicted. We ask that this be closed resolved.

• Initial Complaint

  10/06/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This company constantly texts and calls even after repeated replies that I am not interested in their product.

  Business response

  12/10/2021

  Business Response /* (1000, 2, 2021/10/06) */ After researching we do see where we have reached out to this contact but never received any sort of reply at all. A reply is all that is needed to remove from the system. We are removing from our system today to assure no more attempts however if this contact ever replies to one of our ads it will go back in the system and require a response from them to remove again. All we needed was a response. thank you.  Consumer Response /* (3000, 3, 2021/10/07) */ 10/7/2021 Better Business Bureau: Their response is an ouright lie. I have messaged them back multiple times telling them I am not interested in their product and to please stop contacting me. I have never asked for any information regarding their product.   I have reviewed the response offer made by the business in reference to complaint ID 15991818, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  (Provide details of why you are not satisfied with this resolution.) Regards, Robbie King

*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. ↩