ComplaintsforSol-Ark

• Initial Complaint

  04/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My Sol-ark 15k is sending reverse energy back to the grid randomly and I don't have an interconnection agreement, so sol-ark is trying to force me into getting a ***** interconnection agreement by refusing to fix my 15k inverter. I purchased it in 2023 double checked the setting with Sol-ark technical support team I even got complimented on how well I did in setting because he didn't have to change any of the settings fast forward to now I got a certified letter from the power company stating that the sol-ark 15k is back feeding into the grid randomly and needed to be fixed ASAP or my power will be disconnected So I got on the phone ASAP with my power company and sol-ark trying to get the issue fix this process became a nightmare because they would change setting and just say its fixed just to have it happen again then they started the blame game first it was my batteries so I had proved them wrong twice next they were blaming it on the power company meter for catching the revers energy witch still doesn't make any sense because its doing its job unlike the Sol-ark 15k that is sending revers energy randomly and just keeps getting caught From there Sol-ark told me that I had to hire a company to double check the wiring and it was wired correctly so it passed on that same day Sol-ark technical support stated that if it continues to back feed ***** was going into the trash of course nothing changed even a few hours later it still shows that it was send reveres energy back to the grid even with the closed loop battery communication unhook at this point I'm thinking that a new inverter is coming but instead the ****************************************************************************************************************************************************************************************** to start over on the diagnostic prosses on Tech even stated that I should have just bought a generator so far it has sent reveres energy over 4 time in over 3 months

  Customer response

  04/09/2024

  So I purchased a new Sol-ark 15k back in
  2023 Life was good had Sol-ark technical support double check and my settings and he was Complimenting me on how well I did. On setting it up over the phone and stated that I could have been a professional Sol-ark installer and I really appreciate his nice comments
  Fast forward to now they are having trouble with my Sol-ark 15k back feeding to the grid Randomly to the grid terminal I found this out the hard way with a certified letter from my ************* telling me that they are going to turn off my power if I don't get it fixed and that's an eye opener considering it was been 20 to 30 Below zero at the time of the Letter
  I got on the phone asap with my ************* and Sol-ark to try to get this issue fixed or even figured out this process turned into a nightmare because they would change settings And automatically say they fixed it just to have it happen again and then they stated the it was because of the batteries and so we proved that it wasn't the problem not once but Twice by removed the battery communication cable and the problem was still present even after we removed the battery communication cable and from this they were blaming the power company meter on the house for catching the reverse energy witch doesn't even make sense because I told Sol-ark technical support team that I don't have any Solar Interconnection agreement so I can't sell back any power
  From there things just getting worse because no one wanted to provided me my ticket numbers so the next Sol-ark technical support staff would actually think that it was a new problem and they were trying to make me do basically everything over again
  At this point they also forced me to have to pay an Electric contractor to double check my wiring and of course it was wired correctly and then finally made the comment that they were going to replace the Defective Sol-ark 15k after that day the Sol-ark technical support contact refused to call me back and even refused to call my power company
  So I had given the phone number directly to the power company to try to get some information on what's going on and then things just escalated to where Sol-ark technical support team was just trying to put a band-aid on it so now I'm being told that I need to pull 200 ***** of power from the Grid 24 hours 7 days a week 365 days a year
  Just to try and keep this Sol-ark 15k from sending reverse energy and 4 hours later they called it fixed once again
  Just wanted to let everyone know that the book states 20w is normally where it needs to be set my Sol-ark 15k needs to be set 10 times higher than what the book states
  Just keep in mind that Sol-ark technical support is Still claiming that the Sol-ark 15k won't send back power if the inverter is working properly and it even stated that in the Owner's manual
  I'm quote it (will not sell back on grid terminal) I'm including pictures
  But I've even noticed that the Sol-ark 15k is really dependent on the grid terminal you see power spikes from the Grid for even the smallest loads
  Witch really surprised me because I was running my house on two Growatt LVN 3000
  Inverters and I never had a problem with them relying on the grid at all unless the sun didnt shine 
  So I'm just curious on how many people are getting forced into solar Interconnection agreement due to the Sol-ark 15k not working as stated in their own owner's manual (will not sell back on grid terminal)
  But it does now their favorite saying has been that the power has to go somewhere now
  And now I'm hearing from 3 other people that they have the same problem with there Sol-ark 15k sending revers energy to the grid I wish I would have known that ahead of time because that a major problem when you dont have a solar Interconnection agreement with the power company
  
  The one that didn't sit right is one of there Sol-ark 15k technical support team told me that I should have just bought a generator
  Why would you think that's okay
  
  I'm sure that statement just adds fuel to the fire
  And just having trouble getting the Sol-ark 15k from sending reverse energy to the grid Randomly for over 90 days doesn't help the situation and now it feels like they put a band-aid on the system because we still don't know if they fixed anything
  Dates that it got bad enough and errored out East central energy smart meter first date missing and the power company is trying to get it for me 2nd 12-25-2023 @ 9:14pm, 3rd time 12-26-2023 @12:01am, 4th time 1-3-2024 @3:15pm, 5th time 3-11-2024 @4:24pm, I'm including pictures and there's probably more but once the meter errors out it won't send any more errors information to the power company until the meter gets reset and every time they had to drive to my home to reset the smart meter let me know if you need to call my power company 
  
  Purchased date 7/25/2023
  Product details hybrid solar inverter
  Model# Sol-ark 15k
  Ser # **********
  Order # ****
  Bought from ************* I included a picture of the invoice
  

  Customer response

  04/09/2024

  Just a partial list of the numerous technical support tickets, my Sol-ark 15k has received due to not working properly and sending out reverse energy / back feeding the Grid (East central energy's grid) when I keep telling sol-ark technical support that I can't send out any power because I don't have a Solar interconnection agreement.  

  I was able to get them all because some technical support staff wouldn't give it to me.

  Ticket numbers
  167473
  165741
  166634
  155509
  155375
  166641

  

  Business response

  04/22/2024

  Good Afternoon,

  In order to provide a speedy resolution to the complaint, there have been multiple instances where Sol-Ark has requested validated diagrams of how the system was installed. Considering this unit is interconnected with the utility grid, the customer should have a permit package that was verified by the utility for compliance. Attached is a photo of a modified picture of the diagrams that are located in our manual, however this is not sufficient for submitting to a utility company for interconnection as these diagrams are suggestions. The photo, see attached, shows that the CT's were not installed originally, even though the operation of non-export power requires the use of the external Current Transformers (CT's). The CT's were not installed per our monitoring platform until the date of March 30th 2024. We would like an exact date of when the customer installed the CT's per the Owner's Manual. Incorrect installation of the CT's can cause inaccurate performance. There is also record of the Sol-Ark technical support team recommending setting changes, only for the customer to ask that they not be changed. ********************** also has notes of abnormal setting changes that do not correspond with a non-export system. We are requesting more information, including the stamped and signed permit package for how the system was installed and if there has been any deviation from that diagram as that can cause performance issues within the system.

  Customer response

  04/22/2024

  Bill from *************** form 3/21/2024 for checking the wiring and helping / trouble shoot the defective Sol-ark 15k & Talking with technical support team at Sol-ark as sol-ark requested.  Trying to get the defective 15K inverter fixed.   

  

  Business response

  05/03/2024

  Good Afternoon,
  
  In order to provide a speedy resolution to the complaint, there have been multiple instances where Sol-Ark has requested validated diagrams of how the system was installed. Considering this unit is interconnected with the utility grid, the customer should have a permit package that was verified by the utility for compliance. Attached is a photo of a modified picture of the diagrams that are located in our manual, however this is not sufficient for submitting to a utility company for interconnection as these diagrams are suggestions. The photo, see attached, shows that the CT's were not installed originally, even though the operation of non-export power requires the use of the external Current Transformers (CT's). The CT's were not installed per our monitoring platform until the date of March 30th 2024. We would like an exact date of when the customer installed the CT's per the Owner's Manual. Incorrect installation of the CT's can cause inaccurate performance. There is also record of the Sol-Ark technical support team recommending setting changes, only for the customer to ask that they not be changed. ********************** also has notes of abnormal setting changes that do not correspond with a non-export system. We are requesting more information, including the stamped and signed permit package for how the system was installed and if there has been any deviation from that diagram as that can cause performance issues within the system.

• Initial Complaint

  07/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The company sells inverter for solar, there are different models 5k, 8k, 12k and now 15k. There are other products also na to this. A 5k inverter outputs 5kw continuous AC, a 8k outputs 8kw continuous AC, a 12k does not output 12kw continuous AC as the name implies (it only outputs 9kw continuous AC + 3000kw to charge a battery only if you have a battery and only when it needs charging and I believe that is DC according to their tech support), a 15k does output 15kw continuous AC. I had a 25kw solar system installed with 2 Sol-Ark 12k inverter installed in parallel expecting to be able get 23 to 25 kw of continuous AC. It will only allow the system to produce 18 to 19kw unless I discharge my batteries. Then it will allow the system to produce 23 to 24kw only while charging. Sol-Ark used deceptive naming in this one inverter to make sales. The previous models (5k, 8k) produce what the name implies and the one after this (15k) also produce what the name implies. I sent a certified letter to CEO pointing out this deception and asking them to make this right by exchanging these 2 12k for 2 of the 15k inverters. He never responded to me. I joined linkedin and then messaged the CEO but I never received a reply. I went to Google reviews and put a complaint there against them. A person who said they were the owner stated the would look into it and get back to me in a few days. That was 3 weeks ago. I put more replys to them but again no answer. I sent a email to them and again no answer. The company claims customer's are important which by their actions states otherwise. They talk about being christians which that should have been an obvious sign right there to me to beware. Real Christian do not need to advertise that fact and do take care of their business promptly. I started making complaints on various website about this deception. I hope the BBB will be able to help us reach a amicable end.

  

  Business response

  11/01/2022

  Business Response /* (1000, 5, 2022/08/09) */ Mr. ******, The Sol-Ark 12K is a versatile and customizable system that can fit almost any project. The reasoning behind the name 12K was to provide transparency to the full capabilities of the hybrid inverter for both AC and DC power. The design of the Sol-Ark 12K was to provide 9kW to your AC loads and 3kW of DC power directly to the batteries. This information is clearly defined in our documentation as well as multiple websites that reference the Sol-Ark 12K. One example would be Solar Reviews, link can be found here. Also, through the correspondence that Sol-Ark has had with you and the installer "Solar Liberty", the limitation and output of the Sol-Ark 12K in regards to AC power is clearly defined. Our records indicate that you have been in contact with Sol-Ark for well over a year, through these discussion there has been clear definitions on what the Sol-Ark inverters are capable of providing. That being said, your initial questions about the systems should have been shared with our Solar Engineering Support team, however your initial inquiry went directly to the CEO of Sol-Ark. If the process would have been followed, we could have provided a cost effective solution to provide greater outcome for your project. The name of a product does not dictate it's capabilities. It is important to reference any information/documentation regarding a product to understand the limitations. The Sol-Ark 12K documentation, provided in a "Owner's Manual" and also shared via a sticker located on the inverter, clearly state the inverter's max AC output capabilities. The name 12K was not used to deceive any customer trying to utilize Sol-Ark products but rather provide transparency to the full capabilities the inverter can provide for both AC and DC power. Our goal at Sol-Ark is to provide the best in class technology and produce a product lineup that provided customers the opportunity to say yes to just about any project they are planning to implement solar + battery. There are different methods of increasing the overall AC capacity of your Sol-Ark system. We are happy to work with you and provide a cost effective solution that would provide the results you are looking to get out of your solar system. Please reach out to me directly at XXX-XXX-XXXX. Consumer Response /* (3000, 7, 2022/08/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I called the person at the other end of the phone number that was provided. I believe he said his name was ******* He stated he cannot authorize the swapping of two 15k inverters to replace the two 12k inverters that I have. He stated that the inverters work properly as stated and that Sol-Ark is transparent. I stated that I believe Sol-Ark is and was being deceptive in their advertising. I stated that your 5k inverter produces 5kw AC, that your 8k produces 8kw AC and that the 15k which was made after the 12k does in fact produce 15kw of AC. The 12k was a deceptive break from their normal. I believe that they wanted to make people think that they had a 12kw AC output inverter and so they used the 12k name to be deceptive. I could buy their story IF they had not gone back to making the 15k produce 15kw of AC. If the 15k was for example 12k +3k for battery then I might agree with them. But that is not what they did. They got complaints on websites because of this deception and in phone calls. So when they created the 15k they put it back to the normal of what it should be. We could not settle anything. Only replacements of these deceptive inverters with 2 15k inverters will make this wrong right. If they wanted to supply a third 12k inverter and pay someone to rewire and move everything I might accept that. But the cost to do that would be more than just replacing with 2 15k inverters. I am very disappointed in a company that states it is a ********* company and that they are connected to veterans. My uncle was in the military and a drill instructor at Fort Bragg. He would be very disappointed in people like this rest his soul. Business Response /* (4000, 11, 2022/08/30) */ Mr. ******, I would like to provide more information regarding the specifications of the Sol-Ark 15K inverter that you are referencing. If you look at the specifications provided in our technical document, you will notice that the inverter can provide 15kW of AC power when using solar PV and batteries. However, the inverter can support up to 12kW of AC off battery power only. Therefore, it is highly recommended to review the specifications and capabilities of the inverter and not just refer to the name of the equipment. These specification and capabilities are published publicly in multiple areas including a sticker on the inverter and in our documentation posted through our website. This information is not intended to be deceptive, but to provide transparent information on the capabilities of our equipment. Also, I would like to draw attention to the fact that during correspondence regarding the project in June of 2021, there was information shared by Sol-Ark that the Sol-Ark 12K can support up to 9kW continuous AC power. There is also more recent correspondence that occurred in May of 2022, where a Sol-Ark representative explained the capabilities of the two Sol-Ark 12Ks currently installed would be limited to 9kW per inverter for a total of 18kW of AC power. It was then informed to you that to increase the AC output of your solar system, it would require an additional inverter. We are happy to provide this correspondence for reference if necessary. Consumer Response /* (4200, 13, 2022/09/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Sol-Ark I have taken a screenshot of the 5k, 8k, 12k and 15k spec sheet and assembled them onto one sheet so that everyone can see what we are talking about and too easily compare them. I have attached it here to this response. My complaint as you know deals with the continuous AC output to the grid. As I stated before my complaint was about on grid not off grid situation. I was not talking about what the inverter can supply when in off grid situation as you know. Why are you now trying to shift the focus? More deception? Name 5k produces 5kw continuous AC to grid (on-grid) Name 8k produces 8kw continuous AC to grid (on-grid) Name 12k produces 9kw continuous AC to grid (on-grid) Name 15k produces 15kw continuous AC to grid (on-grid) My previous project in June of 2021 had nothing to do with my current project that was installed in NOVEMBER of 2021. The previous project in June 2021 was a Sol-Ark 8k NOT a Sol-Ark 12k. The project from NOVEMBER 2021 was the installation of two Sol-Ark 12k inverters. The whole point of the complaint is Sol-Ark used deceptive practices to sell an inverter with a 12k name to deceive everyone into thinking it was a 12kw continuous AC to grid (on-grid) (for marketing purposes) WHEN IT WAS NOT. And only after the fact it was known to be a "Name 12k produces 9kw continuous AC to grid (on-grid) AND 3kw to battery only when the battery needs to be charged. Sol-ark then produced a 15k inverter and did not try to deceive everyone again by making it - Name 15k produces 15kw continuous AC to grid (on-grid) Sol-Ark needs to make this wrong right by replacing these 2 deceptive 12k inverters with 2 15k inverters so that my arrays can produce what they are capable of producing. Sol-Ark needs to quit trying to be deceptive in this matter, quit trying to change the focus and make this wrong right. If Sol-Ark wants to provide a 12k inverter and have someone rewire and move the other 2 inverters so that a third could fit and make everything look professional I will accept that also. The easiest thing is to remove the two existing deceptive 12k inverters and install two 15k inverters in their place.

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