ComplaintsforMy Roof Solar

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Installer will not return calls. I need to use my warranty for a broken panel.

  Business response

  04/19/2024

  I am sorry that they had to resort to contacting us to get this done. However, we have no record of them reaching out to us since last year. We provided a protocol for warranty issues with an email for them to use. But nevertheless, I will have our service department reach out to them immediately to find out what is going on and come up with a course of action.

  Thank you

  Customer response

  04/19/2024

  I have reviewed the business response and accept this resolution considering the company actually calls me to resolve the issue.

  Customer response

  04/22/2024

  Nobody at Solar Roof has reached out to me yet. They need to contact me at ********** 

  Business response

  04/22/2024

  I will find out what is going on. I did put a ticket in for the warranty department. I will make sure someone reaches out to them. 

  Customer response

  04/24/2024

  I am rejecting this response because:   I have still received no contact from the business. My phone number is ********** 

  Business response

  05/16/2024

  We've reached out to the customer and are pleased to confirm that we've come to an agreement on their desired settlement. Upon inspection by one of our experts, it was determined that the panel's lack of production was caused by hail damage, falling under home insurance rather than warranty. Despite this, we've replaced it at no cost to the customer. 

• Initial Complaint

  03/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ******* installers turned new solar system on before covert meter installed causing us to ha very a $500 and $300 electric bill due to not having tight meter

  Business response

  03/07/2024

  We have tried to explain to this homeowner that if she is using more electricity than what the solar is producing then there will not be any savings on her bill. We also have a policy that we will not reimburse for utility bills, that is not something we can control because it has to many variables. We have abided by her contract and her system is up and producing like it should. We have responded to each of her email as well as had our technicians call her. I wish there was a way to educate her more on how the system works but we do not know what else we say. Just because you have solar does not mean you can use more electricity because for one what if no sun comes out do to storms, then your solar is not accumulating anything and you are just spending more money. You still have to be conscience of the usuage just because you have solar. We will continue to monitor her system and answer her question over and over if necessary. But she is wanting us to pay for her utilities and as a company we just can not do that. We appreciate her business and will be there if any problems do arise. Thank you

  Customer response

  03/09/2024

  I am rejecting this response because:******* installers  turned the system on before  the correct  meter was installed. We like taking legal acton. No teachnian has ever contacted me. The inspector  for evergy ID the one who pointed out they had turned the system  on incorrectly. When he came on to inspect the system  and turned it off because  was running  on a meter that didn't  cout solar  just ran one-way  so we were charged  for making solar. As electricity.  Have shown I had no where near that kind of usage before thier mistake.  Thier accreditation  should be revoked. As a company  that has no creator fix their  mistakes. 

  Customer response

  03/09/2024

   

   

  Business response

  03/11/2024

  Our stance is still the same. It is impossible for solar to be reversed to make your electrical bill go up. Even if it was turned on before it was finished, it would do nothing but not work. Again, the bill was higher due to usage not  due to solar not working. We cant control usage of their electricity and that is why it is our company policy to not reimburse their utilities. However, since we have been going back and forth on this. I can offer to pay one month of their solar payment.  I can do this in good faith because we would like to get this worked out but you have to understand you are stating something that is totally impossible to do.  Let us know if that works to settle this. 

  Customer response

  03/11/2024

  I am rejecting this response because:    Make the payment 2  that what they cost us

• Initial Complaint

  02/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  around June of 2023 i was contacted by my roof solar and was basically promised everything i needed in order to switch to clean solar energy so i signed on.Around the first part of august the install people for the panels completed their task and i was advised that my home now was running on solar power. About a week later i called corporate office and verified with My Roof Solar that we had received our operating permit and nothing else was necessary to do. i actually started receiving solar credits around 10-26-23 according to the utility company(Entergy). According to a text message received last week around the 7th i actually hadn't received my operating permit to turn solar on until December 7th, 2023. i have been making payments on the solar loan up to this point in the amount of ****** each month since July of 2023. i was told that there was a federal tax incentive that i was guaranteed to receive to make a onetime voluntary payment to the loan company to keep my monthly bill the same amount. i was also guaranteed that the amount of solar panels on my home would generate enough electricity to supply my home with extra just in case. We were told that if any bill was generated through the utility company if would be very minimal if anything at all. For 6 months, my electricity bill has continued to go up to the point that February's bill is ***** dollars higher than last years usage bill. Who in their right minds go out and tells a utility company that i want to hand you 300 plus dollars and get nothing in return. Tthat is basically what has happened here. Either the solar installers have lied to the point that they didn't provide me with enough solar panels or the utility company is gaining revenue off of my production and not giving me the credits for the energy produced. Either way i didnt sign on for solar just so my energy bill could stay the same or climb higher and have an additional 25 year loan in the amount of ***** plus dollars.

  Customer response

  02/13/2024

  I ran out of words on h original complaint. So here goes. It appears that after I have looked at all my last year's bills I am not saving anything, not producing enough energy, and having to pay for goods and services that aren't bring provided on either side of the track.  My solar has stated in writing that out panels were not issued a permit to operate until December 7th. I was notified back when they were installed (July 2023)! that everything was operational and running through the utility company. Entergy  started issuing credits in October 2023. In November the utility company said I didn't use any electricity for the whole month. On December 1st i was sent a bill that said I had produced 4550 kw/hrs and made 250 something dollars in credits buy in January the following month it said I only produced 500 kw/hrs. And in February 2024 it sad we used up even more than we produced and still had to drive over 

  Business response

  02/15/2024

  We have been in constant communication with this homeowner throughout this process. We have sent out our technicians out and find out that the system is working exactly as it should be. Solar does take some time to build up before they will be seeing credit from the system. It also depends on how much sunshine there is as well. Additionally, they are using more electricity that what the solar system is producing. This could be a couple for reason, one that their utility company has not set up their side correctly or that because they do have electric heat that during these cold days they are just using more than producing as indicated above. Neverthe less the system is working correctly we have talked to them each and every time they have reach out and verified that their system is working the way it is supposed to. But if they are using more than producing that is not something we can control. We will continue to monitor their system.  Thank you for your time.

  Customer response

  02/15/2024

  I am rejecting this response because:   again as I stated in an earlier response  who in their rational minds decides they want another 300 dollar bill tackd on to an already 300 plus dollar light bill. I would have stayed with the way things were and not gone with solar panels. If the system is working properly then the only other logical explanation is NY roof solar did not give me adequate power to supply my home. In the contract first line it states that this would drastically reduce my electric bill or eliminate it all together. The only thing it has done is gone up.  

  Business response

  02/16/2024

  I am not sure why they are rejecting it when we have clearly been doing all that we needed to per our agreement with them. We have been in communication with them as well as addressed all issues. We will continue to work with them on any issues. We do want them to be happy with their service but we cant just pay for things that was not our fault or when we can clearly show that the system is producing to full capacity of what it is supposed to. We will reach out to them again.

  Customer response

  02/18/2024

  I am rejecting this response because:   there has been nothing but misrepresentation from the beginning.  If my usage was calculated properly and they provided enough panels to supply and some extra per the  contractors words then there is absolutely no reason why my electric bill should be even in the same ball park as my panels loan much less the same or more which has been the case. No one in a rationale or irrational state of mind says to sign them up for another bill if the other bill stays the same  thats asinine and my roof solar has misrepresented everything that was promised and what my wife and I both understood multiple times.that was relayed by my roof solar    there is no way I am using that much electricity when one month I use zero kw/hrs am the next in excess of 500. Something Is not tight with this picture. 

  Business response

  04/24/2024

  I am sorry you feel that way. I will go ahead and have the service department look at your production and see if there is anything wrong with the system. But if it is producing as per the agreement with you then we are in compliance with the contract. But first let us look into this and the service department will reach out to you to let you know what the findings are. Thank you

• Initial Complaint

  01/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  A sales rep named *********************** who represents My Roof Solar came and installed Solar stating he will take care of switching the electric company to where i can sell my extra solar energy and there won't be any hidden charges or fees etc. 3 months later now its still has a production issue and 3 different technicians were send. I had been getting double bills from the electric company and from solar company. now i tried to contact the solar company and its different representatives each time. Now i tried to contact My Solar and they say the sales rep has no connection with company and don't know anything with the electric company. They only install solar. I would like them uninstall their system as its not worth. Please help me out and thank you for your time. Its like ***** dollars with monthly payments . thank you ***

  Business response

  01/22/2024

  Unfortunately, you signed a legally binding contract for both the install and the loan and the process is completed closed out at this time. We hate that the sales rep stated we would help in shopping for a new utility company but that is not something we can do for a homeowner. However, we have been able to get you a reimbursement of one month of your solar payment to help you out until you can get the utility company switched over. 

  But the files is closed and the payment is paid in full. We have also provided the permission to operate and your system is working. It does take a few sunny months to build up on credits and with the weather lately that has not been able to do that. But when springs and summer comes around it will pick up and the savings will be even more. But unfortunately, we cannot control the weather to be able to give you more production but solar is reliant upon the weather.

  Now if the system does not work then we would be more than happy to get someone out and get it fixed immediately since you are covered under your warranty period at this time. Our technicians has even called him and explained things to him several times now.  Not sure what else we can do for him. 

• Initial Complaint

  12/18/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We had our roof replaced by My Roof Solar LLC on July 25th 2023. We were told when the work was completed they would submit an invoice and correct paperwork to the insurance for them to process the code enforcement part of the claim. I have been in contact with ***************** and she has advised that its the supplements department thats in charge and the claim has not been processed. I just called the insurance carrier and they have advised that no paperwork was submitted stating the job was completed and they closed the claim.

  Business response

  12/19/2023

  She is correct that our supplement department does handle that part. Unfortunately, it is not something that takes place over night. We have hundreds of roofs we do and each one takes time to supplement for. We are still in the process of working on ones in July through now. We are attempting to get to them as soon as possible. However, we did not close out any claims. Our policy is to not close out a file until we have come to an agreement with the insurance company that everything that needed to be covered was. We do wish the process was much faster but as a company we want to make sure that each of our clients get the insurance to pay for all items that did not initial try to cover. That is what the homeowner pays for with their insurance company. We have stated to this homeowner that it does take time. 

  Customer response

  12/20/2023

  I am rejecting this response because:   I completely understand that this does not happen overnight. However its been since July 2023 and it's almost January ****. There would have not been no issue if we were just kept informed of the process was the roof was installed. Getting the job done was quick in order to ensure their company was hired, however submitting paperwork to the insurance to finalize the process takes more than months? I just want an estimated time when this will be sent to the insurance carrier for processing and be kept up to date on the process. We haven't been told anything but its the supplement time.  A more detailed timeframe would have avoided this. Especially when we had other issues with a seperate house that got the roof installed for a reimbursement that was finally completed. Now we are just waiting for the information to be sent to the carrier for the house ****. Please provide a more detailed timeline of the process. I just want to make sure there will not be no issues with the insurance carrier when paperwork is submitted because its been a long time since the claim was opened and they have not received anything. Thank you. 

  Business response

  12/21/2023

  I understand. But you also have to understand that you are not the only client and that we do this in order installation and handle them personally and thoroughly. I am sure you do not want us to half way do any work on your project so we give the same amount of attention to each of our clients. Supplements do not get resolved quickly especially if the insurance company is pushing back. Our supplement department calls the insurance before anything is submitted in order to make sure we have the correct contact information so as to assist with the project.  However, this could take several months to get everything ironed out and agreed upon by your insurance company and what work was done. With that we cannot give timelines because we cannot predict when or how fast the insurance company will respond. Just like us they deal with thousands of claims each month. We will have this completed as soon as we can. I will have the sales manager update you weekly on the progress of your project so that you are kept up to date. That is the best we can do at this time. I will also personally make sure they are updating you and push to try to get this resolved sooner rather than later. We just ask for your patience so we can take care of your claim to the fullest capability we can. 

  Customer response

  12/27/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  12/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Date of Transaction: 9/9/23 Date of Solar panel installation: 9/28/23 Amount paid: $128,705.19 Committed to provide: Solar service Dispute: They failed to hook up wiring correctly on 9/28/23 and have not corrected the issue to pass our inspection so Evergy can hook up our meter to run on solar energy.Tried to resolve: Stated they sent a crew this morning but their truck broke down and cant be here for at least 3 weeks. Our first solar payment is due on 12/28/23 and should be running solar for the last 2 months if they followed through on their end. They keep blowing us off, this amount was more than we purchased our first home for! No one is trying to offer any type of resolution. They said they cant cover our energy bills because they had no control over it, but if they had made sure their installer correctly hooked everything up on 9/28/23 we would be generating power. Account: Address ***************************************************************************************************** The phone number listed for My Roof Solar *************) is not in service.....

  Business response

  12/13/2023

  We are dedicated to provide the best service and we need to send out the crew that is most qualified to finish this project up. However, an incident with a vehicle breaking down was not in the forecast but it happened and as stated we do not want to send a crew that was not adequately qualified to do the work. With the holidays and this unfortunate incident it will be three weeks and that was the soonest we could get someone out there. We have been in constant contact with them so that they were aware of the situation. If they would like to submit a request for reimbursement for their solar loan payment, they can do so by submitting an email to ********************************************** Please state why and show proof of payment and we will be happy to submit that for approval. We are attempting to handle their situation to the best of our ability. Again, we are trying to appease them the best of our capability but we want to provide excellent service and send the correct people out. Thank you

  Customer response

  01/02/2024

  Attached is processed payment for our solar. Your sales rep *************************** said we would be up and running for at least a month before our first payment was due. We are still not generating our own power nor have we been updated on a time frame as to when we should be running. We have tried to contact the sales rep on several occasions but he has changed his phone number and we cannot contact him. 
  BBB ID ********
  MESSAGE FROM BUSINESS:
  
  We are dedicated to provide the best service and we need to send out the crew that is most qualified to finish this project up. However, an incident with a vehicle breaking down was not in the forecast but it happened and as stated we do not want to send a crew that was not adequately qualified to do the work. With the holidays and this unfortunate incident it will be three weeks and that was the soonest we could get someone out there. We have been in constant contact with them so that they were aware of the situation. If they would like to submit a request for reimbursement for their solar loan payment, they can do so by submitting an email to ********************************************** Please state why and show proof of payment and we will be happy to submit that for approval. We are attempting to handle their situation to the best of our ability. Again, we are trying to appease them the best of our capability but we want to provide excellent service and send the correct people out. Thank you
  

  
  

  Business response

  01/02/2024

  I am not sure what else they are wanting. We have reviewed their file and even stated we would reimburse for their solar payment. We have tried to accomodate them as much possible. But again, we are at the mercy of having to deal with third parties. But again, we will not reimburse for electric because that is not part of our policy and cannot control the electric during the process until the project has reach PTO. And even at that time product to show in your favor could take time because it is all based upon the sunlight and if there is no sunlight then nothing is generating and that is totally out of our control. We are making all efforts to get things finished up as fast as we can.  If there is anything else they are wanting they will have to be clear on that matter. But right now the best we can do is reimburse for their solar payment.

• Initial Complaint

  10/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My Roof Solar took my down payment and signed contract for the agreed upon solar installation without applying for and paying for the City of Temple permit. And My roof Solar took my payment (*******************) for the solar panel installation prior to the permitting process. Without the permit there could be no inspection. With no inspection there would be no Oncor inspection and no electric connection to the grid. The solar panel installation is useless

  Business response

  10/30/2023

  The City of Temple inspection was passed on 10/20/2023. We are currently waiting for *************************** to sign Interconnection documents from her utility company. Attached is the verification of the passed inspection.

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