ComplaintsforDesign 1 Group

• Initial Complaint

  01/25/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I filed a complaint a week ago, Reference ** ********* and the President updated the notes stating that he had communication with me and that his company was going to look into resolving the issues. It has been over a week and I have not heard anything from anyone with Design 1. No one has reached out to tell me when the technician or the code inspector will come out to inspect the work so that the energy company can be informed and move the installation to the next step.

• Initial Complaint

  01/24/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  It’s been three years and our solar panels still do not work and design one still hasn’t installed the correct battery. We have tried contacting them by email but that was unsuccessful. I need someone to come to our home and make our solar panels work; to include installing the purchased battery. If not they can refund the money back to mosaic and come remove the solar panels and battery. I do not want a product that doesn’t work. Since my last post we have had 3 power outages and my solar battery did not kick on. Also, because of the way our system is set up we have had a **** ceiling fan, a *** interior light, a ***** under the counter ice maker, and a **** coffee grinder damaged during power outages and surges. These damages are within the last two months; not including the previous damage to TVs, wireless routers, and ceiling fans. All of which are on the “solar” power. We are available the following dates for them to come repair our solar panels 2/5/25, 3/4/24, and 3/19/24.

• Initial Complaint

  01/23/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  The company don’t call back or work with the customer. I was told I had 18 months with 0 percent apr that’s not true . I was told I would get ****** rebate when the solar was installed and operational . The receptionist said they would start going out middle of December nothing happened I was told that rebates would go out the last week of December. Nothing happened I gave them until about 10 January due to holidays. They did not call me back.. the recording says they are open Monday through Thursday 10 till 1:00 I called at 11 o’clock on Tuesday no answer. I sent text messages. I left messages on the recording to the manager and financing. No one call me back.

• Initial Complaint

  01/17/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I had Solar Panels installed by D1G (Design 1 Group) in May 2022. At the time I was told that there would be several steps before the panels would be operatable and that the steps would be complete before I would start to make my first payment. It is January 2024 and My panels are not turned on and operable. I have called several times to D1G to get them to turn on the panels. They take a message and no one returns my call. I have spoken to ******* *** ****** at D1G and I have also sent an email to the President ***** ***************** and none of them have been helpful with getting my solar panels up and running. I have spoken with the energy company and they have stated that the Installation company needs to see the inspector documentation before they can send someone out to install the meter. D1G has yet to return my calls concerning the code inspector documentation. Instead they say they are waiting on the code inspector to return their calls since they are sub contracted.

  Business response

  01/17/2024

  I have emailed the customer to resolve this even prior to getting this notice. This issue was caused by a subcontractor and we are sorting through the mess to straighten out. We no longer use subcontractors because of this. 

• Initial Complaint

  01/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Design 1 group came to my house to offer solar panels to reduce power usage. The salesman that came to our house was very nice and informative( thats about the only good thing i can say about this company)My husband and I were approved for the loan through mosaic. So we jumped through all the hoops to get the connect set up. We were told that we wouldn't have to pay the 1st 2 years out of pocket because of a "rebate" that we would receive quickly. That has yet to happen we have had our solar panels going on 2 years now and have not received our rebate check.

  Business response

  01/15/2024

  We do apologize and appreciate your patience in this matter. We have tried to explain the situation we were put in. a multitude of things happened to us last year and we were able to survive unlike most. we are working on getting this handled. 

• Initial Complaint

  01/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  The last correspondence I have was over 2 months ago. I was told you would be having a tech evaluate a couple of things, but I have not heard back. I have attached proof of this conversation along with the others. I have also not received my rebate check that I was told would be here at the end of spring 2023. It is now 2024 and I have not heard anything else about it. So I’m left with solar panels that are not producing correctly, an extra expense of paying for these panels, an electric bill that is just as high as it was before, and no rebate check after almost 2 years. This is absolutely insane. I have tried to be patient and understanding but I haven’t been given any updates other than when I file complaints with the Better Business Bureau. I would like someone to ensure my panels are working correctly as my usage and billing hasn’t changed, I would like my rebate check expedited, and I would like some sort of compensation added in some form or another for being more than patient for the last two years! If this is not possible, then I am requesting you remove the panels and reimburse me for any payments that have been made to the finance company as our contract is void. I have spoken with others in a similar boat in this area and it appears we are all dealing with similar issues.

  Business response

  01/15/2024

  we do apologize and appreciate your patience. I pulled your monitoring up just now and at this moment in time your house is running completely off of solar. Due to a multitude of issues we have encountered last year, which we have survived where most haven't, rebates have been delayed but will be going out as quick as possible. someone will reach out in the next 14 days to get copies of your electric bills from all of 2023. If you do not hear from anyone please call ************ *o follow up. thank you. 

  Customer response

  01/22/2024

  
  Complaint: ********
  
  I am rejecting this response because: I understand that the recent years have been hard on nearly everyone, but I need more of a time frame of when the rebate check will be issued. The entire reason I decided to go with your company instead of the others was the promise of a timely payment that was more than what the others were initially offering due to my military status. I appreciate you checking in to my system and will await a call from someone in the next 14 days, but I would like some sort of time frame as to when I can expect this check. I was told the exact same thing a year ago and it was stated that the issue would be resolved within just a couple of months so I'm sure you understand my frustration. It would be great if you were willing to compensate a little more based on the events surrounding the lengthy process I have gone through, but I would just like a date to expect what I have been promised and we can continue forward. Thank you.
  
  Sincerely,
  ****** *********

• Initial Complaint

  01/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  I paid this company to install solar panels on my home. At the contract signing, we were promised a rebate, which was supposed to be disbursed immediately, according to the salesperson, but it was not. Finally, after installation and months of follow-up phone calls, Carolyn Street sent an email saying they had a graduated process for sending refunds and that all refunds would be distributed by the end of Fall 2023. Please note that the contract was signed 1/13/2022. I still have not received a refund and cannot reach anyone at the company who can speak to me about the money that is owed to me. I have attached the emails that Carolyn Street sent in response to my phone calls. I have also included the contract that states the rebate amount I am owed in the special terms section **** *******). Please note: I am including the rebate amount in the amount paid section, not the total amount for my solar panels.

  Business response

  01/04/2024

  We are working on getting this handled. We do appreciate your extreme patience in this matter. 

  Customer response

  01/04/2024

  
  Complaint: ********
  I am rejecting this response because: I have been more than patient with this business.  I will not accept their response. They have owed me a rebate since January of 2022. I am aware that the company I went through to finance my solar panels has paid D1G in full. They should be able to reimburse me from the profits they made from their work on my home. 
  ********** **** *******

  Business response

  01/15/2024

  I do apologize and appreciate your patience. We are working on the rebate issue. We went through a multitude of problems last year that we made it through unlike most. Right now we are waiting on our lending partner to start funding again. We will get this resolved as quickly as possible. Please continue to be patient as we still continue to work though the issues the worst year of solar has created. 

  Customer response

  01/17/2024

  
  Complaint: ********
  
  I am rejecting this response because: This is unacceptable. The company’s response has been the same since last summer. I have lost confidence in this company. It is hard for me to have empathy regarding their poor financial practices. This company does not deserve to be in business if it cannot afford to give me my ******** rebate from a ** ** installation that was already paid to them. It has been two years they have owed me this money. My rebate was most recently promised to me by December 21st and they failed to deliver. 
  
  Sincerely,
  
  **** *******

  Business response

  01/18/2024

  I can certainly understand your frustration as we share it as well. I also appreciate your extreme patience. We expected our funding to resume on december 21st that is why you were given that date. It still has not resumed and the lender assures us this is being worked on and will be resolved. Between that and everything else yes it has put a strain on us. We have been cleaning up subcontractor issues for the last year and a half which is why we no longer use subs. You will get your rebate as soon as we can resume. Again we sincerely apologize but it will be handled. 

  Customer response

  01/23/2024

  
  Complaint: ********
  
  I am rejecting this response because I do not appreciate the way I have been handled as a customer. I left messages and sent emails that were not returned. When you needed me to respond as a customer, I signed all the documents and completed all the requirements to ensure that you received funding for work performed on my project. I cooperated completely. When I had a complaint, I was given empty promises or vague answers.  None of the executives would take my calls. I don't want anyone else to go through what I have gone through with this company.  I will see what targeted help BBB can provide. I will not be satisfied until I am paid the money owed to me.  
  

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

• Initial Complaint

  12/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  Update 12/14/2023 We continue to get the run around from Design One. I see they have reached out to other customers since I left my review. We have not had a real discussion with ******* since August of 2023. The main office did promise that the CEO would reach out to us and that still never happened. The Loan company Mosiac is also not able to make any contact. Design 1 LIED and said everything was going to Mosiac so Design 1 has been paid. We are paying a full electric bill and a loan with no working panels. They have still failed to get permission to operate and inspections done. Started this process over a year ago. Panels were Installed over a year after starting in March of 2023. Our PTO permission to operate with the electric company was never completed. We signed it three times. They lied to Mosaic the finance company and have been paid for the entire job. We continue to pay the full electric bill and for solar panels that don't work. They don't answer or return calls. Mosaic started a case and they ignored them also. I see the owner of the company has responded to things since here. I call your main line. One of the office numbers and ******* **** almost every other day with no response. I did catch someone last Weds the 13th who could do nothing and promised a supervisor would call back. Nothing. Your main number only rings through about 30 percent of the time. You changed Brandon's number and never updated us. We had a heck of a time getting his new number. You have people posting all over Ky, WV, Tennessee, and Ohio about how things are being done. You have been paid in full according to Mosaic. Do a internet search it's not good.

  Business response

  12/14/2023

  Not sure what you mean by lie. I just pulled your monitoring and your panels are in fact WORKING. You have produced over 8 megawatts of your own power. See attached. If you do not have access to your monitoring we are happy to send you the link. Thank you

  Customer response

  12/14/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  

  There was never an inspection and the the permission to operate has not been set up. They are not hooked to the power company. They can produce a trillion megawatts and it does us no good, It is not going back to the power company to generate credits. The panels are useless. You know this YOU TOLD US yourself that you had issues with a contractor in ohio and it would be fixed by September or October. We have not heard anything else since August until today. YOU LIED to Mosaic and told them that the project was finished and we had our Permission to operate. THAT NEVER HAPPENED. It is not hooked to the utility Company so therefore it is producing FOR NOTHING.

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

  Customer response

  12/14/2023

  Here is the letter we sent to design one from the electric company showing that we do not have the permission to operate. Design one did not complete everything.

  Business response

  12/14/2023

  according to that they have everything now. i will do an investigation and followup. if there is anything that needs to be done on our part i will get it done. 

  Customer response

  12/14/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  We have been being told this for almost a year and a half now. ******* **** has not responded Since August. He told me then it would be done in Sept or OCT. We are paying our Full electric bill and also the loan for the panels that you failed to get the permission to operate done. You already have this intonation it was sent to ******* in OCT see attached document. We submitted the PTO ourselves after sending it to you three times. When we do reach someone in the office we get the exact same reply WE will have to look into it and get back to you. You never do. We were told the CEO out would reach out two months ago. I just called your main line multiple times today after 1pm and it says you are closed. We called other numbers and left messages. Mosaic has tried to contact you. My calls are recorded. The standard response is we will get it taken care of. Here we are now almost into 2024. You installed these in Mach of 2023. You knew this was a problem. 

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

  Business response

  12/15/2023

  As i said according to what you sent in the power company has everything now. I will followup to see if they need anything else to issue you pto.

  Customer response

  12/15/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  The screenshot shows that the power company does not have everything. They are missing documents that only you can give them. WE gave them the signed PTO that you never did since we signed it three times. They advised they need the following from you  

   final documentation which includes the

  final agreement, net energy meter rider application for the bidirectional meter and the inspection documentation needs to be submitted for completion.

  Why has this been going on since March of this year? Why did ******* **** and everyone at your company stop communicating after August? 

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

  Business response

  12/15/2023

  Because a subcontractor was already paid to do this and they created a mess with it. i will get it straightened out. 

  Customer response

  12/15/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  so the panels were installed in March. I have heard this exact statement since March of 2023. You told us it was the contractor fault. Mosaic paid you in full. I am paying a full electric bill and for loan on solar panels they do not work.  We are going into the tenth month being told the same thing. Design one has been well aware of this. ******* is called weekly and we call multiple office numbers weekly also with no answer or call backs. If we do reach someone it's always out on hold and then told we will get back to you. I want real answers and results. According to the contractor you are the one who didn't pay them. In the end there is no reason this should still be going on. We did this to cut our electric bill cost. We have been paying our full electric bill ******* this month alone plus mosaic for @ loan an additional ******* This has gone on for a almost a year. You have not done your part at all. Call it what you want. 

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

  Business response

  12/18/2023

  There is absolutely no way you are paying for a "full" electric bill. You are actually generating your own power right now as we speak. The ONLY thing that is missing is the credit you would receive for anything that you might over produce. Please look at your monitoring app and your usage to determine why your usage might be high. But at this point you have produced over 8 megawatts of your own power. I am working with the team now on how to clear up the issue about you receiving credits. 

  Customer response

  12/18/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  You did not file the proper paperwork with the electric company. WE ARE PAYING EXACTLY what we have always paid. The solar panels on the roof producing does nothing for us. We don't have a solar bank to store it and the credits are not going in to REDUCE our bill. WHy is this so hard for you to understand? There is not a multi directional meter installed. We are producing power FOR NO REASON AT ALL. It is going into numbers on the app for you to look at. We can look at the app print screenshots and talk about it all day long the power being generated does nothing. We are getting ZERO benefits from the solar panels. NO Credits, No power generated back a regular electric bill and now a payment for a loan for a product that is not doing ANYTHING.Why can your company not communicate with us since summer? We have been telling you these problems since MARCH 2023.
  
  Sincerely,
  
  ******* *****

  Business response

  12/29/2023

  The credits are not what reduces your bill. You are using what you produce. The credit is for what you might overproduce which this time of year is little to none. We are working on getting this cleared out for you since the sub that was paid to do this did not do it. We will get it handled. 

  Customer response

  01/02/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Nothing has changed it is not hooked up. For awhile we were even shut down. That's how we found out there was an issue. The current power being generated does nothing. Why am I arguing with you almost a year later about this ? You knew what was going on and ghosted us since August. You have not completed your obligations. The panels have been in since March of 2023. we signed with you seven months prior to that. This is approaching two years. Does that seem right to you? I have heard the contractor story since April /may 2023. 
  
  Sincerely,
  
  ******* *****

  Customer response

  01/02/2024

  We do not have a multi directional meter so the power being generated doesn't matter either according to electric company. 

  Business response

  01/02/2024

  We are not arguing. I am telling you how it works. Yes you are hearing the subcontractor thing because it is a reality. Horrible experience that not only you was affected by. We will never use subs again. Now, your system IS working and you ARE benefiting from it. The power you are generating you are actually using. The ONLY issue here is the bidirectional meter. ALL that does is measures what you might over produce to receive a credit for. This time of year is the lowest for solar production. You are currently missing nothing. We are working on lining up to complete the paperwork that someone else was already paid to do. It IS being handled. I understand your frustration and appreciate your extreme patience but your system is working and you are using the power it generates. 

  Customer response

  01/02/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  You need to answer calls or get back with us that isn't the case. I have the electric bills to show you we are not getting anything at all from it. That means we have more issues then. Something isn't hooked up correctly then. Our bill had NO changes even during the summer. We will pull the bills to show. It's one thing to tell me the same story it's another to ghost us. Not return or answer calls or emails. AUGUST 2023 was the last communication. ******* also told us they were working on a way to help reimburse us for paying on the loan and full electric bill. We have more issues then. This is the only communication I can get from your company. You are absolutely incorrect there are more issues because it isn't helping with anything even during the summer. 

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

  Business response

  01/15/2024

  the system is absolutely hooked up correctly. I just reviewed the photos and the monitoring. If it were not hooked up it would not read the monitoring. We are working on a skeleton crew right now and will get this taken care of. This last piece is nothing more than you getting credit for what may be over produced which is nothing during the winter. I will eamail you to send me your electric bills for 2023 to be reviewed. 

  Business response

  01/17/2024

  i am in possession of the electric bills going through and analyzing them. 

  Customer response

  01/18/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I also sent you and ******* the signed PTo that we sent to the electric company along with the email from the electric company showing what was not done. It is concerning that there looks to be very little change to our electric bill with the panels installed. Until this is inspected the correct bi directional meter installed and overage credit set up this will not be resolved. March of this year will be the two year mark we have been working on this.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  12/05/2023

  Complaint Type:

  Order Issues

  Status:

  Unresolved

  More info

  It’s been about a year since I had my panels and water heater installed. I have not been getting the extreme savings that I was guaranteed. On top of that the water heater has malfunctioned. I have been calling for several weeks to get it replaced and to get an answer as to why my electric bill hasn’t had a significant change. I keep getting the same secretary telling me the same thing. “They are still analyzing my bills and she is sending emails about my water heater.” This is very unprofessional and time consuming. Businesses shouldn’t be allowed to rob people.

  Business response

  12/05/2023

  we are working on the water heater issue you have however that is a manufacturer issue not a Design 1 Group issue. You can go through the manufacturer for this and hire a local plumber if you do not wish to wait. We will be happy to take care of this for you but we are very backed up and short staffed. Also based on the amount of electricity your system has produced and are using it appears you have increased your usage from before. This is being analyzed by someone but it is not quick answers. Please look to determine what you might be using additional than you were before. You have produced over 7 megawatts of your own power. 

  Customer response

  12/06/2023

  
  Complaint: ********
  
  I am rejecting this response because: just as easily as they responded to the BBB they could return my calls. This work was completed by your company and needs to be fixed by your company. You sold and installed the water heater as part of this process. You can easily send the man that installed it to install the new one. As for KW usage, I’ve looked at a couple months and they are averaging close to the same usage.
  
  Sincerely,
  
  ******* ******

  Business response

  12/11/2023

  you have to go through the manufacturer since they cover the warranty. Do you have access to your monitoring to see what you have actually produced? If not I can have someone send you a video that will help you set it up. 

  Customer response

  12/15/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  i have went through the manufacturer and they are giving me a new water heater, but they do not install it. If you would please send the company you had install it that would take care of that problem. 
  
  Also, I am able to monitor the system. That is how I know it is not producing what I was promised. It’s now six weeks and they are still looking at the numbers?

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

  Business response

  12/15/2023

  we do not cover manufacturers warranty for service without a charge. That was us that came to do the install and we no longer have plumbers on staff. Either way it would still be cheaper for you to find a local plumber. 

  Customer response

  12/15/2023

  
  Complaint: ********
  
  I am rejecting this response because:

   that man said he was a separate company that did jobs for you all. Either way the solar panel issue has still not been addressed.
  
  Sincerely,
  
  ******* ******

  Business response

  12/15/2023

  i looked at a couple of bills and your monitoring. It looks like you were saving what was expected for 3 months then your bill skyrocketed. System is still producing. Did you add anything around mid late summer? Also how long have you had the water heater issues? that could be it as well. if the settings were changed on the tank that makes a huge difference. 

  Customer response

  12/15/2023

  
  Complaint: ********
  
  I am rejecting this response because:

   The tank was set by the installer. The tank started messing up when I reached out to you all 6-7 weeks ago. Have not added anything outside of a fence. When I hear the house it stays on 73 degrees; when I cool the house it stays on 70 degrees.

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

  Business response

  12/15/2023

  ok i will dig deeper in your bills to help figure it out. you saved great then it skyrocketed but the panels are still producing. I will get it figured out. Thank you for your patience. 

  Customer response

  12/20/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I will look for the as well, but It was issues for months when it was first installed. I called every month for the first 4 or 5 months. It did good for a few months but it has never been constant.

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

  Business response

  12/29/2023

  We are going to schedule a service for you in January to install a consumption meter. You were saving incredibly well then it slowed down. The consumption meter will measure what you are using as well as what you are producing so we can figure this out. 

  Customer response

  01/08/2024

  
  Complaint: ********
  
  I am rejecting this response because: ok. Please let me know when this can take place. In the meantime, my bill is about raise to go along with the high utility bill. 
  
  Sincerely,
  
  ******* ******

  Business response

  01/15/2024

  As soon as we can get you on the schedule we will. You are absolutely on the list. Adding the consumption meter will help a lot. Please feel free to reach out to ************ in 2 weeks if you have not heard please. 

  Customer response

  01/23/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  do it’s actually going to be in February or March before someone installs it? In the meanwhile my solar payments are about to increase to go along with the electric bill still being high. Chris told me I had 12/18 month guarantee my bill would be cut by 60-70%
  Sincerely,
  
  ******* ******

• Initial Complaint

  12/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We purchased solar panels fron thus business. They were difficult to deal with from the start. Took over a year just to get the panels installed. 2 days after they were installed someone from the company came and turned the solar panels off and said they can not be turned on until they are inspected by the city of Pittsburgh. And thar the girls in the office would be getting that scheduled. That was in May. Aince May I have only been able to talk to the receptionist who is always telling me ******* or Heather would return my calls. Here we are 7 months later and have never recieved a phone call. ******* the receptionist even emailed the CEO about the problem and said he would contact us and again mo return calls.

  Business response

  12/01/2023

  Looking into this now. will get this resolved asap. We are sorry for the wait and appreciate your extreme patience. 

*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. ↩