Complaints

This profile includes complaints for Advanced Solar & Electric, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Advanced Solar & Electric, LLC

  105 TX-539 Loop Cibolo, TX 78108

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  Advanced Solar & Electric, LLC

  105 Loop 539 W Cibolo, TX 78108-3506

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/27/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Advanced Solar and Electric I stalled our solar system and it went live on 4/5/22. The conduit had to be installed in a fashion that was not conveyed to us initially and the owner indicated he would have a contractor come out to help blend in the conduit. That has yet to happen 3 months later. The system had multiple faults in the first days of operation, requiring direct manufacture intervention. The system faulted a second time preventing production. The installer assessed the fault with the breaker and replaced a fuse. I still havent had a reason given.The system faulted yet again on 7/25. I reported it to the customer service point of contact and he asked the manufacturer for support. We want a like replacement for the system from a different manufacturer.

  Business Response

  Date: 08/03/2022

  In April of this year ************** was sold a product from a brand-new hybrid solar/battery backup inverter launch. Yes, it had a couple of glitches, we dealt with them urgently and resolved the matter in a very timely fashion.  *********** conveniently failed to mention that he was given a free $6,864 / 6 solar panel and hardware upgrade for his inconvenience on his initial installation.
  

  ************ filed this BBB complaint the very same day that he first contacted us about an error alert on his inverter which was 6:32 AM on that morning.  If you want problem resolution, you dont file a public forum BBB complaint within hours. I must believe his primary objective was to taint the reputation of our company and our team, not to deal with a fundamental warranty issue.  My service team actually saw the error the day before and were already working on it. Quite often errors are upgrade or communication issues and can be handled remotely by the manufacturer.  *********** radically overreacted on this matter. 

  
  With the manufacturer supply chain issues, it is not uncommon for us to wait 1-2 months for a warranty replacement part and these delays are of no fault of ours.  As you can imagine this wasnt going to fly with ************ so without warranty support,and at our own expense, we took a new inverter out of inventory and expedited the service appt in an effort to appease ************. On August 2nd only  3 business days later, my master electrician in charge of all electrical operations and myself personally attended to ************ issues including the painting of the conduit, and a couple of other loose ends. We tested all facets of the system including a power outage simulation to ensure the battery backup would come on as it should and return to normal mode.  ************* expressed no other concerns before we left.
  I did not know that ************ was expecting a reason why one breaker failed in the beginning per his complaint.  We dont have a reason, it appeared to be a defective breaker, we replaced it and it does not appear to be a problem anymore.

  
  In a very dynamic and turbulent industry we have served *********** for 13 years and have seen over 250 other solar companies come and go in that time.  We have installed roughly **** systems and have adopted another **** customers who bought from someone who has since gone out of business or left the market. Having to defend this in a public forum with no being given no opportunity to resolve a minor issue is very disheartening but sometimes it is unavoidable.  Please know that our team is very dedicated to the satisfaction of your customers.  We stand thankful to the other ****************************************************** these challenging times of global supply shortages and this labor crisis which is very real.
  During these challenging times, with he added stress on the team due to this labor force crisis and supply chain issues, I would like to spare my team ************** needy and demanding demeanor and respectfully ask that all future communications be in writing to me directly.  Everyone on my team who deals with ************ must drop everything and give him their undivided attention, even at 6:32 am. 
  
  Sincerely,
  ******************* / owner and founder
  Advanced Solar and Electric, LLC
  210-872-4643s why here...