ComplaintsforDesign 1 Group

• Initial Complaint

  11/30/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We signed into a contract in August 2022 with Design 1 Group Solar to receive solar panels. They installed them and say they have been operational since November 2022. We were guaranteed to save at least 75% on our utility bill or they would write us a rebate check for the difference, we at first refused because they payment was **** and our bills averaged ******** with **** being the highest during peak months, we were offered a promotion to advertise for them by putting a sign in our yard and dropping it to **** in return which we decided to agree to. Later we were told that promotion wasn't real and our sales agent was no longer with the company. Then our roof started leaking from a hole they put in our roof during install. It took a BBB review to get the hole patched, but a year later the water damage still has not been fixed. When the bills started coming in, we quickly realized something wasn't right as we were not saving anything. We have called almost every month for the last year, being told "we will contact you back within 48 hours" only to never hear from them again. We were given a promotion through the loan company to not make payments for the first year, now that is up and we are expected to pay **** a month while still paying full price for electricity. Design 1 finally reminded via email trying to say the panels are operational and blame our utility department. I have attached what the "app" for the panels said, our utility bills for the last year, plus an older utility bill with similar usage to what we use now showing we have not been saving any money. Design 1 has lied to us so many times, ignores us, and sold us a product they haven't been delivering on. We have asked to to remove the panels and cancel the loan, as our loan provider recommended we do when reaching out to them. Now Design 1 is once again blaming the utility department saying we are getting savings, when if you look at the bill and usage, we clearly are not.

  Business response

  11/30/2023

  The system is producing what it should. We did not blame the utility. But we have provided you proof that your system is producing and you are using that power. After reviewing the bills you send in there was also many months that your usage was cut in half. There is also other things on your bill that are not electricity related. With proof that the solar is in fact working as it should we suggested to you that there are only 2 other possibilities. 1. you are using more electric than before or 2. you are not being billed properly from the utility. We have been trying to work with you to figure it out but we need cooperation in order to do so. 

  Customer response

  11/30/2023

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

  Business response

  11/30/2023

  i am trying to work with this customer to get them answers. the system is producing what it should and it is feeding the house.

• Initial Complaint

  11/29/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased solar panels and a solar water heater from Design 1 Group. The panels were installed. It was months afterwards before they came out to install the water heater. When the plumber looked at the area where the water heater went he said it would not fit. He called his contact and he said he would give me 4 more solar panels in place of the heater. I never was contacted. Then I contacted ***** the contact person, and he didn’t work there any more. I have called all the numbers I have, tried to contact the people I have talked to before installation. I have sent emails and no one will respond to me.

  Business response

  11/29/2023

  We have no record of you calling in at all. please call ************ and we will get you handled. 

• Initial Complaint

  11/28/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Originally purchased solar panels from Design 1 in October of 2021. Had major issues on them actually coming and installing, and yet our loan payments began before the units were installed. Tried to cancel, they wouldn't let me, then they renogotiated terms, to give me more panels for free, seemed like this solved the issue. Panels installed in January of 2023. Contract stipulated a rebate of ****** and it's now the end of November 2023 and still haven't received our rebate. This company has consistently been slow and negligent in it's service, and has not followed through on contract agreement. We would like them to either pay us our rebate or come get the solar panels that haven't even lowered our payments on our electricity. This whole thing has felt like a scam.

  Business response

  11/29/2023

  This is being worked on. Due to the many jobs that had to be finished, serviced or even redone that subcontractors were already paid to do were have fallen way behind. you are on the list and will be paid as soon as possible. 

  Customer response

  11/30/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  That's not what was in our contract. I'm paying the loan back and am expected to make monthly payments on it because I've signed a contract. You should uphold your end of the deal!!
  
  Sincerely,
  **** *******

  Business response

  12/01/2023

  We will uphold our end of the deal. As stated we are very behind and working hard to get caught back up. Between the issues we dealt with on the subcontractors (which we no longer use any subcontractors) and the tech backing crash we had earlier in the year that put many solar companies out of business we have been hit hard. All of this in the worst year solar has seen in 15 years. We will get you taken care of sooner rather than later. We do apologize and appreciate your extreme patience in this matter. 

• Initial Complaint

  11/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Solar system that was install by this company is not working as repair work needs to be completed and system has not generated promised saving as state in company contract

  Business response

  11/29/2023

  You were given an extra panel for free due to the time it took to get this serviced which was beyond our control. However the issue there now is damaged caused by squirrels which is not covered under any warranty. We even tried to get the manufacturer to cover but was unsuccessful. We also started installing some mesh around the panels to help prevent but again this is not company responsibility. This has to be handled by homeowners insurance to finish the repairs. I am more than happy to help you with this as i tried to explain in an email. Feel free to reach back out and i can provide you with a quote to give your insurance company. Again this was caused by squirrels which is not covered under any warranty. Unfortunately we cannot just eat that. 

  Customer response

  12/18/2023

   

   

  I am rejecting this company response because:
  
  On the first visit we were notified that we had 2 broken panels. The Technician state that the damage was cover by the warrantee. The technician / company never suggested any remedy on how to prevent further damage from happening to the system. The company never even set a return visit appointment to repair the initial damage. I have to make multiple calls text message and email to get a service tech back out to the home. Once i got the return visit set up( which was another month). The Company miss that that appointment too. 
  On the second visit  form the service technician. The technician found 4 more panels that were damaged by squirrel chews. The company installed one extra panel on this visit as a way of apologizing because of the lack of service in the company part for missing appointment and not returning calls, emails, and because the system has not generated the power that the system was to generated. The Technician also install a barrier that I was supposed to pay to stop the squirrel from damage more panel. This barrier was never offer as a fix. I only found out about this barrier because after many calls I got to talk with a manager Josh, and he told me about the barrier that the company could install because the company has seen issue like this before. 
  .
  Your company just like any professional service provider,(EI like a plumber, mechanic, or a doctor) should have notified us of the problem and offered remedies on how to prevent further damage.  I would have been happy to pay for any remedies that would have been offer, but none were offered or suggested. As far as I’m concerned your company is negligence for the the further damage done to the system .  As part of our contract, your company is supposed to service our solar system.  And our system is still down and the other damage panels is not a matter for my insurance because my home owner insurance does not cover negligence of a service professional. That is why all service provide should carry insurance to cover issue cause by their negligence.
  I am requesting a phone call with the company to resolve this issue. 
  
  
  Sincerely,
  
  ******* ******

  Business response

  12/19/2023

  I do not know what the installer said to the customer when he was out there but regardless squirrel damage is not covered under any warranty at all. Which is certainly understandable. After researching the service manager did suggest that  the guard may work and that work had begun. We did give the customer a free panel for any delay which was not approved by upper management. Work and effort only ceased on this when we explained to the customer that we could not replace the panels for free because of squirrel damage since it was not faulty installation or product. We are more than happy to help this customer but he will have to pay for the service.

• Initial Complaint

  11/13/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  They installed a solar panel system that has not been working since 2021

  Business response

  11/13/2023

  I have sent this to service to make sure you have all switches on. We will get this taken care of. Thank you for your patience. 

• Initial Complaint

  10/19/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We first signed a contract 9-30-2021. Contract was for 38 solar panels for ********* They told us we would have them installed within a few months and we wouldn't start payments until after install, but they started charging us 3 months later. I called many times in this period and although they had no work started they said to cancel the contact would cost me *******. It wasn't until over a year later in October 22 when the panels where incompletely installed. At this time today 10-18-2023 I am still waiting for final inspection and interconnect process to be completed. The contract stated we would receive a rebate for the first 2 years of sucks ts, rc ********* I've called dozens of times and nobody ever answers the phones. One of the few times I did talk to someone they said rebate can't be sent until install is completed, but they can't or won't finish the install.

  Business response

  10/19/2023

  ** ******* I do apologize. I see your panels are up and running and producing as they should. I am sending a message to the the team to look into the interconnect concerns to see if there was anything else left to do. We have spent most of the year fixing subcontractor issues and it has put us very far behind but we are catching up. Thank you for your extreme patience. 

  Customer response

  10/30/2023

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

  It's been 4 days since you replied stating "someone will call me tomorrow"

  Nobody has called
  
  Sincerely,
  
  ******* ******

  Business response

  11/08/2023

  The customer and I spoke and this is now resolved. Inspection is tomorrow. 

• Initial Complaint

  10/17/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have purchased solar from this company(design 1 solar group) March 2022 and as of August 2022 the panels were installed on my house and the process was never finished. Ever since July 2022 I have been paying 76 a month towards the loan of ******* Every time I call to ask when it's going to be finished I get a different excuse to why they haven't came out. The company never did an inspection on the solar at the time of install which they claimed was required by law at the time of install. The company also never set up an appointment with my local utilities to have everything set in place with solar being installed on my property either. I've paid towards this solar for a little over a year with nothing to show for it. I've had a little over a year of my warranty be wasted on a product thats not in working order due to the company not caring

  Business response

  10/24/2023

  I am looking into this and will get it resolved asap. I appreciate your extreme patience and apologize for the wait. It is a different staff working on it now than before and we were delayed by cleaning up what wasnt previously done. It will get handled. 

• Initial Complaint

  10/13/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Good morning, I have been working on the phone and emailing Design 1 to complete this project. No, they are not complete! The Code Enforcement says they made a request to do the electrical inspection for **** ***** ****** ******** ** on December 9, 2022, and then cancel it. So, now I have been calling Design 1, ******* *****r and ******** ******** about please putting that request in so we can bring this to a close. Both told me they will see to this being done, and as of weeks nothing. The man at the Code Enforcement told me all they have to do is set up the request just like they did for 1188 and then they will send their inspector, and this will be all that is needed to get done. I have copied the email to ******* *****r and noticed what she says and the date sent. She will not answer the phone and this is the only response from email. ******** ********, answers the phone and tells me she will send in the request, but that has not been done either. From: ***************** Sent: Friday, August 25, 2023 12:30 PM To: ***** ********** Subject: ******* Happy Friday and good afternoon. It has been brought to our attention that we still need to pay the interconnect fee for ****** ******* **** ****** ** ******* ** ****** Can you let me know how much that is and can we pay it over the phone? Thank you for all your help and have a great weekend. ******* *****r Design 1 Group LLC ************ [email protected]

  Business response

  10/24/2023

  Mr *******. I apologize for the wait and appreciate your extreme patience in this matter. I am emailing the team to get this done and treat it with the utmost urgency. 

  Customer response

  11/01/2023

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

  Although your expressions seem genuine.  Here is the problem we are still having with Design 1 Group.  You say you now understand that the sub-contractor made errors and you are now wanting to straighten things out.  However, you gave us no timeline as to when will this be completed.  What sub-contractor will you use in place of the other.  And finally, since we have been paying monthly for this service with the solar panels that we do not have.  What are you going to do about compensating us for all these inconveniences.  

  This has been a nightmare for us, and if I had not brought to your attention that **** needed a request to be inspected by Code Enforcement, You would have just carry on as if all was done.  

  If ever this project get completed, we would like back-up batteries to go along with our solar panels for power outages issues.  

   

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

   

   

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

  Business response

  11/01/2023

  we are working on the issue and are trying to schedule a site visit. that may be 2 weeks out. we are no longer using subcontractors because of issues like this. The mess they created has put us way behind but we are straightening them all out. Once this is fully resolved and up and running yes i will do something about the inconvenience. I sincerely apologize and am working to get you turned on. Thank you for your patience. 

• Initial Complaint

  10/04/2023

  Complaint Type:

  Order Issues

  Status:

  Unresolved

  More info

  On 9/13/21 a contract was signed stating the following: Once your project has been installed and signed, completion papers have been received by Design 1 group your check will be processed. On 3/21/23 Design 1 group sent a loan closing certificate On 3/23/23 Mosaic (the finance company) sent an email saying congratulations on completing your solar project. I have sent numerous emails and countless phone calls asking when I can expect my rebate check. When I did get a response it is all excuses. It has been over 6 months. I am tired of waiting! Their website also says they have a 75% average energy savings. We have seen almost no energy savings. I have sent emails with electric bills past and present to *****

  Business response

  10/04/2023

  We do sincerely apologize for this. Due to the issues we had with subcontractors, which we no longer use subcontractors, it has put us way behind. We had to finish jobs, service jobs and completely redo jobs that someone else was already paid to do. This has put a strain on resources in the worst year solar has seen in 15 years. We are working on this now and rebates will go out by the end of fall. We appreaciate your extreme patience during this. 

  Business response

  10/30/2023

  I assure you this is not an excuse. We are working diligently to get this resolved. I do appreciate your extreme patience and will keep you at the top of the list once i can resolve this matter. Again we have spent hundreds of thousands of dollars finishing, fixing and in some cases completely redoing the work of subcontractors that they were already paid to do. This was also done in the worst year solar has seen in 15 years and we are working very hard to catch up. You will be taken care of. The CEO is also sending you an email. 

  Customer response

  11/06/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  According to you the rebate was to be disbursed by fall. This did not happen so I won't believe anything you say now. So this matter will be unresolved until I receive the rebate owed to me.
  Sincerely,
  
  ***** ****

• Initial Complaint

  10/03/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In January 2021, I signed a contract with Design 1 and they promised me that my electric bill should go down to *** **** a month. I can't pay for the solar and pay my high electric bill. I asked for them to send someone to come out and inspect my solar because there was warranty on it. I believe the warranty has passed and it's useless now since they don't stand by their word. What happened to the customer is always right. I'm the one who is living in this suppose to be solar home paying *** + electricity and they're not standing by there words. Design 1 told you, they were going to send my rebate in January 2023 and then it went to August 2023 and it is now October and I haven't received my rebate. Can you make Design 1 stand by their word and stop lying to their customers. You have all of the lies they told you in their complaint. Since they have caused so much I believe they should give me a battery pack for my solar. Can you please help me resolve this as soon as possible because I'm tired of dealing with them and there lies.

  Business response

  10/17/2023

  The numbers you were shown and that are on your contract were to reduce your usage by 42%. i have reviewed the monitoring vs consumption and it does look like you are achieving this. Did you by chance come off of the leveled billing plan you were on from your power company?

  Customer response

  10/24/2023

  We have been off level billing for over 2 1/2years. When we signed the contract we were off. We’re paying the same amount we were paying when we got solar. I don’t know what you’re looking at but your information isn’t correct. On October 11th, Heather from design one sent me a solar interconnect agreement to sign with Entergy.  They didn’t do their job with Entergy, so I’ve been trying to do what Design 1 was supposed to had been doing.  You’re only looking at the work that I had been trying to do. I don’t even know if I did it correctly.

*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. ↩