Complaints

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

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  Solar SME, Inc.

  2630 Aero Dr Grand Prairie, TX 75052-7612

  
• 

  SolarSME

  7310 Turfway Road Suite 550 Florence, KY 41042

• 

  SolarSME

  7b Corporate Center Court, Suite 55, Greensboro, NC 27408

• 

  Solar SME Inc

  1525 S Higley Rd Suite 104 777 Gilbert, AZ 85296

• 

  SolarSME, Inc.

  8518 Chestnut Ave Bowie, MD 20715-3730

  

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:03/07/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  The first email conversation with Solar SME ( *** ****** was on 12 the November. We had a agreement that 3 EG4 Tesla Battery Modules will be installed for my home. I paid advance of 2,885$ on 8th August 2024. We had a buffer and according to the contract the last date of installation was 30th November. There is no installation, and Solar SME is still not providing me with the refund of the advance. We have tried calling for 3 months now and spoke with everyone in the company and they are just providing false promises that the refund will be provided tomorrow or this week. Please help me to get my refund back.

  Customer Answer

  Date: 04/22/2025

  Refund has been disbursed

• Initial Complaint

  Date:02/05/2025

  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.

  I have a solar system with 2 backup batteries that was installed about 3 years ago. It has 40 solar panels, 40 micro inverters, 2 inverters and 2 battery systems. In mid December, was informed that one of the micros was not communicating and a replacement would be sent. At that time I noticed that my system was only charging one battery. I informed them of this and given a case number and told to contact *********, manufacturer of batteries/inverters. The microinverter panel was delivered to my home in late December. With the holidays I contacted ********* in early January and after troubleshooting the system for several hours the I was instructed to contact the seller/installer to have an electrician come to my house to look at the ********** a month later and NO ONE has been to my house to service my system. I've gotten vague replies as to when someone will be here. Told last week that someone was going to come but the weather was too bad. I notified the company this week on Monday that our forecast was clear and sunny for the week. I have yet to gotten a reply. And I know almost for certain that when an Electrician does come that parts/warranty items will needed to be ordered causing further delays and possibly again waiting months for someone to do the final repairs.I have incurred electric bills for the last several months now that should be reduced and or even possibly credits.I am also concerned that the person who they will send knows nothing about the inverter/battery system. This is the tech who did the solar panel install but NOT the electrician who did the battery/inverter installation. And in talking with the tech in the past he said that he knew NOTHING about the inverter/battery system. I have told my concerns to the company but am still hearing that this is who they plan on sending.

  

  Business Response

  Date: 02/21/2025

  Hi Mr. ************* apologize for the delays in resolving your solar system issues. We are prioritizing your case and will provide a confirmed service date within 2-3 business days. A qualified technician will assess your system to minimize further delays.

  Please look forward to our response on plan of scheduling a site visit our qualified technician who can troubleshoot battery and get ur micro replaced.

  
  

• Initial Complaint

  Date:01/18/2025

  Type:Product 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.

  I decided to install solar panels. I contacted energysage .com and received several quotes. Solar SME people were very pushy and called me incessantly until I broke down and signed with them. I paid them over 4K to get started. After that all communications ended. They would not update me on the progress and I reached out to them it took forever to find anything out. In October of last year I had some living situation changes and decided that I may need to sell my house. Naturally, I did not want to invest in this house. I informed Solar SME that I want to cancel the project. SO far they had not spent any money on my project. When I asked them to refund my deposit, not only they charged me an unreasonable cancelation fee of 3k they even failed to return they rest of the amount and it is now January

  

  Business Response

  Date: 01/21/2025

  We sincerely apologize for the delay in processing and sending your refund of $1,700. We deeply regret any inconvenience this may have caused and want to assure you that we take this matter very seriously.
  To prevent similar delays in the future, we have reviewed and improved our processes to better handle such situations. As part of our efforts to expedite the resolution, we have sent the refund check via express service. It is expected to arrive within the next two days.
  For your convenience, the **** tracking number for the shipment is **********************. You can track the delivery status directly on the **** website here.
  Once again, please accept our sincerest apologies for the delay. We truly appreciate your understanding and continued support.
  

• Initial Complaint

  Date:12/20/2024

  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.

  When I received my solar installation, I was not given the software or application to keep up with solar usage. I requested it at three different occasions and still did not receive it. I have since had an inverter fail and did not discover it until two months later in my electric bill. Since notifying Solar SME of the issue, I have had repeated assurances that it would be replaced and it still hasn't. I am now three months without my solar panels producing electricity in spite of the system being under warranty and have been given nothing but excuses and delays. The business model for Solar SME is to use texts and avoid emails and paper trails and has the entire aura of lack of professionalism about it. I live in rural ******** where many of my neighbors believe solar is a scam. I am deeply committed to environmental causes, but sadly this feels like they may have been correct. I will definitely be advising against any business with this company. ***** this company at all cost if you want to avoid an endless hassle for any type of maintenance.

  

  Business Response

  Date: 12/31/2024

  The inverter was not producing and was replaced under RMA. A new inverter was installed on December 27, 2024. The system is now operating normally and producing as expected. System monitoring has also been set up for the customer. The case has been resolved. Thank you.
  

• Initial Complaint

  Date:10/25/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  I installed solar panel with the company and three micro-inverter doesn't work I have raised complaint and their personnel came once but did not have tools to fix it. I received communication to come and fix yesterday and they did not come.I was going to install Tesla Powerwall 3 but city requires transformer upgrade and SolarSME were not proactive in chasing the cost and I informed I will not bear the cost but they did not confirm it until a couple of days ago. They still did not have cost as I received email to get the quote of the upgrade. I have requested by initial deposit but no one responds.

  

  Business Response

  Date: 10/29/2024

  Hi, this case has been resolved mutually by upgrading the main service panel. Thank you

  Customer Answer

  Date: 10/30/2024

  I have reviewed the business response and accept this resolution. The cost will be taken on by the business and will refund the money if they are unable to install by November 29, 2024.

• Initial Complaint

  Date:10/17/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  On or about the first week in October 2024 Solar SME had supplies shipped to my home. The leftover remaining supplies have not been removed from my property. I can not use my garage because the supplies are using space in my garage. The remaining supplies would easily fit in a pickup or van. I have spoken to Solar SME about this as recently as October 15, 2024.

  Customer Answer

  Date: 10/17/2024

  Today at about 5:45PM Solar SME removed the items from my garage.  Therefore, I consider this issue to be resolved.

  Thank for your help.

  

  Business Response

  Date: 10/18/2024

  We sincerely apologize for the delay in clearing out the leftover supplies from your property. We understand how inconvenient it must have been, especially with your garage space taken up, and we truly regret any trouble this may have caused you.
  Due to the heavy weight of wire spool our team could lift up to place it in a truck. Thank you for your patience and for bringing this to our attention. We are pleased to let you know that all remaining materials including wire spool were successfully picked up yesterday, and your garage is now clear and ready for use.
  At Solar SME, your satisfaction is very important to us, and we take full responsibility for this delay. If you have any other concerns or questions, please don’t hesitate to reach out. We are here to assist you and ensure a positive experience with us.

  

  Business Response

  Date: 10/18/2024

  Hi BBB,

  The problem has been resolved swiftly. Our team has cleared the leftover material from garage and its ready to use by customer. You may close the complaint. Thank you.

• Initial Complaint

  Date:10/16/2024

  Type:Billing 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.

  I contacted Solar SME end of May 2024 after Hurricane ***** to have battery backup added to the solar panels they installed October 2023. During the initial solar panel install, it was not communicated to me that I needed battery backup to protect me from blackouts. So I reached out to have them installed. It is now Oct 16, 2024 and it has not been installed. On top of that no one told me during the process that I would lose my solar credits and PTO offered to me by Centerpoint. So I paid two full months of electricity at a premium during the hottest months in the summer. ***** has been my project manager but has been giving me false timelines and empty promises. I need action as this has been going on for way too long and I am paying for my solar panels, but not getting the solar panels I was promised.

  

  Business Response

  Date: 10/17/2024

  Hi *******, We sincerely apologize for the delay in the project. As it's a home improvement project so the City and Utility regulations continuously changes and being a contractor we need to oblige them in order to comply with the industry standards
  We work with several utilities including centerpoint but this is the first odd case where adding battery to existing solar pv system would temporarily pause the net metering.
  We are trying to get an exception on your credits from the utility as soon we get the update, will be updating you promptly. As far as the City permits are concerned we are coordinating with them in order to expedite the Approval process.
  We assure that the we are trying our best, our utmost goal is to get this thing on top priority with the quality installation so we can ensure your satisfaction. We would highly appreciated your cooperation in this regards. The management is into this case and will assure reimbursement for the duration the net metering is paused.

   

  Customer Answer

  Date: 11/20/2024

  I received the battery although I told them I wished to cancel. They threated and said that there was a site inspection performed and that I had three days to cancel after the site inspection. However, there was no inspection done. The person that was supposed to be installing the battery did not come out until last week and showed me where the battery would be installed and how. Which was not previously discussed. Furthermore, they are now trying to charge me $1k more to install the battery because of increase costs. Mind you this contact was signed end of May. It is now mid-November.

   

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

  Customer Answer

  Date: 11/26/2024

  SolarSME did honor the agreed upon price for the battery without the $1k upcharge.

  Customer Answer

  Date: 12/15/2024

  Updating this complaint with the following information:

   

  Battery was installed Nov 22, ******* is December 15, 2024, it is not in use as inspector and PTO has been issued. SolarSME continued to be deceitful as if a site inspection was done for the battery there wouldn't have been a need to re-draw plans to re-submit to the city for approval. SolarSME threatened to charge me $2.5k to get out of a contract that had no backing because the site inspection was not done and had it been done I would have seen the initial plan of how the battery would be connected to the garage and have three days to get out of the contract. Furthermore, the $2.5k number was an ambiguous figure as I had to ask for a breakdown of this to justify what all the $2.5k entailed.

  Furthermore, I was told by **** that my credit would not be pulled again from Credit Human. However, that was not true. I am still waiting for an email he said he would send over showing Credit Human agreeing to not pull my credit again. Had I known my credit would be pulled again, I should have had to refill out the application and reveal that I was laid off. This coincidentally was not done for SolarSME to still meet their sell quota.

   

   

  

  Business Response

  Date: 01/02/2025

  We waived off adder and proceed with install as is in good faith. So, complaint can be closed ASAP.

  Thanks,

   

   

   

  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 04/17/2025

  On April 1st, we had a detailed 24-minutes call to fully understand the clients concerns and to review the exceptional pricing offered for the Tesla battery installation. The delays were primarily due to external factors, particularly from the utility side. The call concluded with a mutual understanding, recognizing each others perspectives and agreeing to work toward a better experience moving forward.
  

• Initial Complaint

  Date:08/29/2024

  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.

  The sales team did not do their due diligence to get a proper sense of our electrical usage and thus SEVERELY underpowered our home. Our expectation was to have a FULL home backup. As of right now we get anywhere from 3-5 hours of actual use with our only major appliance usage being the air conditioning during night time. They had all of our usage data prior to scoping this battery for us and knew our requirements.The battery's low capacity leads us to having to pull off the grid throughout the entire night, then once the day rolls back around, the solar has to recharge it to full. Combine this with our just general home usage and need to use appliances DURING THE DAY ONLY means that we are not pushing much back to the grid at all and left with a large bill.Our bill is supposed to be essentially near zero, our bill in the extremely sunny month of July was over EIGHTY DOLLARS. Which is only fractionally less than what we paid when we didn't even have solar at all.Prior to the battery installation, we explicitly stated the only place in which the battery could be installed, which made the install more difficult but it was clearly outlined before any work began. During this process, we got a call; from I believe "****" who demanded we pay them more money and ONLY relented when I showed him evidence of our installation needs prior to them sending our agreement. This REALLY rubbed me the wrong way and ****** me off beyond belief as until then I had tried to be pretty patient with them all.*Not just outlined, but outlined and approved/signed off on by everyone. AFTER it had been installed **** tried to get us to move it (so uninstall and reinstall) and wanted to charge us MORE for this change that went against the approved plan. Ignoring that our signing off on the project had been contingent on the placement of the battery to begin with. I have spoken to ***** there, but he's been otherwise not helpful in finding a non-paid solution.

  

  Business Response

  Date: 09/06/2024

  Dear ****,

  Hope you're doing well.
  Thank you for taking the time to share your feedback. We sincerely apologize for any inconvenience you encountered. We have a dedicated team of experienced energy consultants who work to ensure our customers receive the maximum benefits from going solar.
  During the initial sales process, we conduct detailed meetings to thoroughly discuss the customers needs and finalize the system design based on those requirements and the available space. It appears that either the details provided initially were incomplete, or new appliances have been added to your home, leading to an increase in monthly energy consumption and higher bills.
  Our team designs systems to match the energy offset offered, and we are confident in their ability to meet energy demands. If there are any discrepancies, we are committed to addressing them, as we value our 25-year relationship with our customers.
  Regarding the battery placement, we followed your preferred location, which increased installation costs due to the complexity involved. Typically, we install batteries on the same wall as the *** to minimize costs. Despite the challenges, we adhered to your instructions, completed the project, passed the inspection, and received the Permission to Operate approval.

  Given the engineering requirements, the installation was challenging due to the extended wiring needed for the ** charger and the solar + battery system. Nevertheless, we did our best to meet your expectations and complete the project as quickly as possible.
  Thank you for your understanding and continued trust in our services.

  Best Regards,

  Customer Answer

  Date: 09/07/2024

  I am rejecting this response because:   My complaint with the BBB is not in regards to the placement of the battery. Your response is not relevant to the issue presented here.
  
  The issue is with the capacity of said batteries. No appliances have been added after the installation of the batteries and your team did not do proper research on my usage or the capacity of our Air Conditioning unit. I spoke to ***** directly who said the sales team did not do their due diligence to properly size our battery. The initial estimate I received for our battery needs was also over 17KWH yet you all installed a 15KWH system. I understand that the placement of our unit added difficulty to the installation timeline, but you were all aware of this prior to sending your final agreement, so this is not relevant. Your team clearly also has very lacking experience with SolaX batteries and the app.
  
  Again, my complaints are solely in regards to the capacity of our battery system, I feel like we would our system which has 3 battery units, needs at least 5 to be even remotely close to covering general usage. I would also like to note that for a month long period we were extremely strict in our usage, relying only on very short bursts of using the ** during the hot summer nights, and even then the battery did not come close to lasting through even the night, let alone a 12 hour period. We even paid over a thousand dollars for installers to come and install ceiling fans in our most commonly used areas so that we could mitigate our ** usage during this time. 
  
  This isn't even to mention the issues regarding the poor customer service, the app that doesn't work properly for American customers, the app that gives me ZERO control over the functionality of my battery (I can't pause it or save any capacity in case of a storm or known power outage), the 2 thousand pounds of solar equipment sitting in my living room for over a month, the exposed trench for a month and a half causing a hazard to our neighbors, the high bills, and the numerous other issues from the absolute beginning of working with you all. 
  
  As of right now I would also like to mention to anyone reading this that the battery doesn't even actually work AT ALL at the moment and has to be removed and replaced. 

  

  Business Response

  Date: 09/18/2024

  Hi ****, Thank you for your response. We have carefully reviewed and considered it. However, there are a few observations that we would like to address in order to reach a satisfactory resolution to your concern.
  Firstly, with regards to your electric bill, it is important to note that when the system was initially sized, you did not have an electric vehicle (EV). Your recent addition of an EV has understandably increased your electricity consumption and subsequently resulted in a higher bill. Our calculations and sizing were based on your previous consumption patterns. However, we are willing to accommodate this change by adding more panels at a reasonable price.
  Secondly, we understand that there may be some confusion regarding the battery sizing. The contract (attached for reference) clearly states the solax 15kwh battery which was mutually agreed upon and signed by both parties. This battery is designed to be used conservatively during power outages and should be able to provide sufficient backup power for your home. It can power your entire home except for the *** but its longevity depends on how conservatively it is used. It is advisable to utilize critical loads only in order to maximize their effectiveness. To address your concern, we are able to provide an additional 5kWh for $3000, including both parts and labor. Please note that this is a discounted rate, as new customers typically pay between $4500 and $5000. You may also be eligible for a 30% *** discount, which would bring your net cost down to $2100. This will increase the capacity of your battery backup system. Our team will soon be replacing the inverter and it would be beneficial to have this matter resolved during the same visit. Thank you

  Customer Answer

  Date: 09/25/2024

  I am rejecting this response because: We do not charge the electric vehicle at all except in high sunlight situations. You're being disingenuous in your replies as you know the issue is your sales team did not properly size our battery system and as your team has stated "did not do their due diligence" in regards to getting a sense of our AC system's power draw. 
  
  I did sign the agreement but we are customers who are buying your service, we are not electrical or solar experts, so the agreement provided was assumed to be properly able to cover our general usage, which it does not. No one even asked about our AC until way after installation. You all mislead us and overpromised and underdelivered.

  We do not need more solar panels, we need more battery capacity. It is that simple. The only reasonable solution here is for you all to increase our battery from the 3 provided to the 5 that the system is capable of holding. We've paid your company plenty already for that to be added to our system. 
  
  Please in the future actually address these complaints. Twice now you have ignored the actual complaint and tried to pivot.

  

  Business Response

  Date: 10/07/2024

  Dear BBB Team,
  
  I am writing to address the complaint from ******* **** regarding battery sizing issues. Mr. **** has expressed concerns about his battery draining overnight, requiring him to draw excess electricity from the grid. This situation arose after he added an electric vehicle, which increased his energy consumption beyond what his system was originally designed for, as it was sized based solely on his usage prior to the ** installation.
  
  At the time of his agreement, there was no electric vehicle in his household, and the battery was marketed as a full home backup, allowing for the entire house to operate on battery power during outages. However, the duration the battery lasts during a power outage is contingent on the homeowner's usage. Our contract clearly states that we do not guarantee the longevity of the battery, as this depends on how it is utilized in such scenarios. The system is designed to accommodate additional battery packs if more backup power is needed, without any constraints.
  
  As a resolution, we have offered Mr. **** a discounted rate for adding more battery packs, which only covers our labor and material costs.
  
  It's noteworthy that Mr. **** came to us through the EnergySage marketplace, where he compared multiple quotes, including one from our company, and decided to proceed with our installation based on fair pricing and thorough market research.
  
  I kindly request that the BBB dismiss this complaint, as it is based on misleading information rather than factual circumstances. I am attaching screen shot of signed agreement where **** initialed, here we explicitly mentioned about no guarantee on battery duration/longevity. Additionally, I have included the industry standard definition of what constitutes full home backup.
  
  Thank you and looking forward to your positive response.

  

  Business Response

  Date: 10/09/2024

  Hi ****, Our contract clearly states that we do not guarantee the longevity of the battery, as this depends on how it is utilized in different scenarios. The system is designed to accommodate additional battery packs if more backup power is needed, without any constraints.
  
  To cater your concerns we have already a resolution by offering a discounted pricing for adding more battery packs, which only covers our minimal labor and material costs.
  
  I am attaching screen shot of signed sales agreement for your reference, here we explicitly mentioned about no guarantee on battery duration/longevity. Additionally, I have included the industry standard definition of what constitutes full home backup.

  Thank you.

  Customer Answer

  Date: 10/18/2024

  I am rejecting this response because:   Then your salespeople are deceitful and as ***** and **** have stated, did not do their due diligence in seeing our actual home usage. Your contract stands in opposition to what we were lead to believe we were purchasing and your team failed to properly assess the needs of our home and provide a system that covers it. Your business has provided nothing but problems since day one. Currently, your techs AND ***** have stated the installation was not even designed properly and it is at risk of voiding the warranty and you have refused to address that in our communications.
  
  I will be considering pursuing this legally. Thanks

  

  Business Response

  Date: 10/22/2024

  All consultation comes before the project hands over to project manager. We didn't overpromise your battery duration. If you have any supporting evidence by time you signed sales agreement please feel free to share and we can certainly look into it. So far, based on what you have shared our stance remains the same. You project has been sized as per your need and budget at given point in time. Solar SME ensured your circuit breakers can be backed by battery and we have that appropriate configuration for your system to pick all your home loads on given battery without tripping.
  As you are interested to get more backup for longer duration feel free to reach out to us and we can give you discounted pricing as discussed earlier. Thank you

• Initial Complaint

  Date:02/29/2024

  Type:Product 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.

  Date of Transaction: Sept 28, 2023 is the date of transaction Payment: We paid $38,156 to solar SME Commitment: The Solar SME, solar company, was to install a solar panel system on my property.Nature of Dispute: 1. Solar SME failed to follow my request and instructions to install the solar panels in a specific location away from the unpaved driveway. They installed the panels in a location 8 feet from where I asked them to place them. The panels now interfere with my unpaved driveway. It is very risky for me to drive through a very narrow space between the outbuilding and the solar panel system. It is also dangerous for me to drive between the creek and panel system at the other corner. I used to drive straight then slight turn easy. Now I have to make turns in a very slow and very careful way in order to avoid hitting the panels. - They wont move the solar panels unless we pay $5,000.2. ******************* had agreed to refund me $875 after we cancelled part of the trenching. The plan from the beginning was that they would run electric wiring from our house to the outbuilding while they ran wires to the solar panel. At the last moment, they reneged on this & still charged us for the trenching. I asked for them to refund me at that time but ******************* texted me, telling me that they would pay me after closing. At closing, he said he would not pay me the $875 because they did not earn much of a profit from the project, which we believe is irrelevant.Account/Order/tracking number:- Solar Installation Agreement by and between Solar Sme **** and ******************************************** - ******************************************** 9.60kWP Grid-Tied Ground Mount REV.00 - Atmos Loan Statement Nov 1, 2023. Loan Number **********

  

  Business Response

  Date: 03/20/2024

  Good **********************,
  I hope you are doing well.
  We sincerely apologize for the terrible experience that you faced with us. As you know we had a ground mount system and in such cases, we need to call 811 to identify the underground wiring and the pipes.
  Once they marked then we need to carefully run our wiring accordingly so we our customers don't face any sort of issue.
  
  At the time of installation, we did double check with you and then as per out mutual discussion we did place the solar panels array. It's placed at some distance roughly you can say 5-10 feet away from the drive away. The drive way that is in front of the solar array is a patch of ***** feet only and there is enough space on the drive way to drive the car.
  
  Moving the solar array now isn't easy as it's a full time new install because we need to unmount everything then need to install it again and we need to do a big hustle for this task and minimal of $5000 would be needed for sure for this task and it's always the customer responsibility, if he want any amendments after the install. If you highlighted this thing at the time of install, so Solar SME *** surely helped you out but unfortunately you didn't notified us at that time.
  
  As far as the reimbursement is concerned, we will definitely check on this part and will check how we can assist you in this regard. Moreover, we would recommend going with the current replacement would be a feasible and cost effective solution for you.
  
  Thanks,

  Customer Answer

  Date: 04/12/2024

  Hi BBB,  I had been waiting for BBB or Solars Me to notify me before I decided to call BBB to follow up yesterday.  I learned that BBB did email me on March 20 waiting for my response and closed in 10 days.  I request BBB to reopen my case #********.

  I read Solars Me company's response.  They said driveway is 5-10 feet away from driveway.  That is not very true.  I enclosed the photo to show it is appropriate 13 inches space between solar and driveway using iPhone measurement app.

  I also did mention designer in a zoom meeting on Feb 2023 about the driveway and please keep away from them.  I also did emphasize to the supervisor of solar installers and the installers about the driveway.  I did pull them to see my trailer that had wide.  My f150 was at shop which I would not display them for them to see the space.  However they did not follow my instruction they tried to move toward to avoid the hill I think for this reason.  But after they moved farther little bit and we agreed to **** farther from the original site I requested.   However after they installed the posts, they put frame over the post.  I stopped them, I thought follow the **** on the ground.  Then they displayed me the frame 1 ft over the post.  I felt uncomfortable but ok with that. I again told them to stay away from the driveway.    When I returned back and the frame is 3 ft and 7 inches over the post.  I was furious and told them to move back but it is too late because of our 60 days extension on approved application loan expire in the next week. Otherwise, interest rate will jump from 5.5 to 8 percent.  I faced the decision between to stop the job and our rate will go up to 8 percent and do it all over again to relocate or wait until the job completed and file a complain.  I did not feel the experience until I get the f150 truck pick up and feel the fear when I see it too close to the panel  Last two weeks, my loader had almost hit the panel two times when I reverse it in the back of outbuilding to move things.   The installers should have listened to what I request for the location and it is now danger to the driving vehicle thru the driveway.  They are responsibility for this cause and the relocation cost.

  See two photos of the ******' text saying that he will refund us the money within the same day after the inspection is done.  He did not follow his words.

  I also enclosed photo that f150 is often parking in the back of outbuilding that leave driver and passengers some space to open the doors.  Truck would not move any farther closer to the outbuilding.  Solar needs to move northward that has plenty of available space.

  Sincerely

  ****** and *************************

  Customer Answer

  Date: 04/16/2024

  Hi BBB,
  
  Can you pls add below to the response?
  
  Thank you
  ****** and ******
  
  
  
  BBB Complain against Solar SME
  Case ID ********
  
  Date of Transaction: Sept 28, 2023 is the date of transaction
  
  Payment: We paid $****** to solar SME 
  
  Commitment: The Solar SME, solar company, was to install a solar panel system on my property.
  
  Nature of Dispute: 
  1. Solar SME failed to follow my request and instructions to install the solar panels in a specific location away from the unpaved driveway. They installed the panels in a location 8 feet from where I asked them to place them. The panels now interfere with my unpaved driveway. It is very risky for me to drive through a very narrow space between the outbuilding and the solar panel system.  It is also dangerous for me to drive between the creek and panel system at the other corner.  I used to drive straight then slight turn easy.  Now I have to make turns in a very slow and very careful way in order to avoid hitting the panels. 
  - They wont move the solar panels unless we pay $5,000.
  
  2. ******************* had agreed to refund me $875 after we cancelled part of the trenching.  The plan from the beginning was that they would run electric wiring from our house to the outbuilding while they ran wires to the solar panel.  At the last moment, they reneged on this & still charged us for the trenching. I asked for them to refund me at that time but ******************* texted me, telling me that they would pay me after closing. At closing, he said he would not pay me the $875 because they did not earn much of a profit from the project, which we believe is irrelevant.
  
  Account/Order/tracking number:
  - Solar Installation Agreement by and between Solar Sme **** and ********************************************
  - ******************************************** 9.60kWP Grid-Tied Ground Mount REV.00
  -  Atmos Loan Statement Nov 1, 2023. Loan Number 6011000044
  
  
  
  This is 8 months ongoing before they finally completed 1 day before our loan application approved loan expired on 60 extension days.  
  
  In first 6 months after we agreed with the contract and solar loan financing institution, Atmos approved for 5.55 percent rate for loan and Solar SME will take care of everything include permit.
  
   I experienced that solar roof on the outbuilding did not meet the building code and unable to install.  This forced us to change the plan.
  
  On the second plan was to revise to the ground solar system.  We had to revise the contract agreement from roof solar into ground. 
  We had a zoom meeting to determine the location.  When the designer, ****** tried to place on unpaved driveway.  I told him no.   Move it up north to stay away.  I texted Xavier ****** of the desired location and keep away from the driveway before my wife and I signed the agreement.
  When ****** tried to place the site of solar panel which is too hard to see from the satellite view far away from the map in zoom meeting.  I feel uncomfortable but that was how ****** guide me into.  Looking back at this part, he should have asked me to measure from any object or point to point that way it will be settled more accurately.  I would have use the distance from outbuilding or road in this case.
  
  Some later time, the solar SME learned that the permit required to have my property license survey which I did not have.  I only had a non-licensed survey.  License survey costs $1,200 after received some quotes to compare and they asked for us to pay. We disagreed because we already agreed with ****** which I felt enough with the high price before we made the final decision.  They should have told us before we made the agreement otherwise we will cancel the solar project.
  
  The solar SME had decided to pay for the survey cost.
  
  During July, 2023, ***** loan told us that my loan application expired and rate went up to 8 percent which we were upset.  ***** contacted us why it did not happen in the 6 months period, what were Solar SME doing at time and what is the current status. I explained for the reasons before they decided to give us an extension loan for 60 days.
  
  Solar SME and I rescheduled to early aug because our family were on vacation most throughout July month.
  
  When August came, their pipe supplies were back order for 3 plus weeks which I had to wait longer. That is near to the 60 days expiration I began to worry and I warned ****** that the time is a very concern.
  
  When all the supplies arrived, the installers and supervisor came and they did not know where to place, not look at the permit.  They waited and asked for me to guide.   I told them the specific location to install but they preferred not because of gully which they preferred to move into level.  I told to move back but they said they would not.  I typed messages on the iPhone but they did not type or communicate me well because I am Deaf.  The installers seems unable to write and kept trying to speak.   But I was ok with 5 feet move south at the maximum before marked on the ground for the corner of the panel and line to other corner.  In additional to this, I pull the guys to look at the 16 ft trailer and wide which I emphasized them that I need a wide driveway to the back of house via outbuilding and solar and showed them the ******.   
  
  However when they installed all the posts on the ***** then they put frame over the marked post.  I told them no.   The installer showed me only 1 ft over the post which I felt uncomfortable but I didnt want to take it but I had to accept it because 12 posts were already installed after 2-3 days and the loan application expired soon. I felt trapped. The installer showed me a post. I thought it meant that the panels would end at the post. However, I realized later that the panel would extend out even further than the post. If that was the place I needed the panels to end, they should have installed the post much  further back. 
   They should have measured the post from the corners and line/edge of the panels.
  
  When I came back to take a close up and I found that the panels were 3 ft and 7 inches over the posts. I was upset.  I  told installers that the system should be move away.  But we only had one week left before loan application will expire which put stress on me. I felt trapped. It took 4 days to process with permit/inspection to complete on sept 28, 2023.
  If I stop their job to move, it will mess up the loan application which Atmos would not pay for the solar and my loan rate will go to 8%.
  
  Moreover, other materials supposed to arrive my property on one of the days by the delivery truck but they went to wrong address that delayed few days to deliver to my property.
  
  I was also told by ****** to supervise the inventory when supplies arrived for 2 weeks and then I supervised installers another 2 weeks.  Their supervisor did not stay on the site much.  
  
  In early November when I got F150 back from shop for major repairs which stayed for some weeks. I learned that I felt very uncomfortable driving through between outbuilding and solar panel.  I fear to make the accident.  I was not able to view the panel underneath the hood of my f150 in front right.   F150 was at shop in September and October which I would not display the f150 to the installers to believe my words. 
  
  This lead me to reported to ****** about this very concern and unsafe.  ****** told me why not I tell him.  I told him it was too late to stop because the expiration came very soon and I had no idea what it was like until I drove with f150 in real experience.  I mentioned him that I already emphasized to the designer back in Feb 7 and to the installers who did not follow my instructions.
  
  ****** wont move it unless I paid for it.
  
  I contacted my lawyer, he asked for the cost of relocation.
  
  ****** texted me to say $5,000 to relocate which my wife and I are upset and he wont refund me 875 dollars. He could offered for $400 to refund.
  
  Since November, ****** kept ignoring every time we requested like every week.   They had not give me the invoice or agreement after 3 attempts to request.  I request if that will cover everything like included permit if needed, wiring/ditch, and any other costs.  This gets us the point where we have to make the legal action.  
  
  My lawyer said if it is for 5k, he recommended me to contact  BBB to help my case.
  
  At one time back in November, 2023, after I told ****** about the location issue and he refused to resolve.  I told him I may have to get a lawyer.  He replied angrily and he will get a lawyer.
  
  Note:  
  I had 3 different managers in my journey with this company.  I was mad at first manager, ****** because he lied to convince me to sign the agreement to cover the survey cost.  Another manager, ***** took over for a month or so and ****** took over him because he said ***** was very sick w covid19.   I am not sure if ****** said truth because it happened after I had argued with *****.
  I learned that the installers dump leftover mixing cement down the hill nearby the site solar.  They need to remove them away.
  I was told by ****** that solar panel can be moved ten feet around from the ground solar panel site.
  
  
  That is very wrongful for them to charge us for the installers cause for not following my instructions.
  
  All we want is to relocate the panel by move panels 8 ft north where I original request for.  If I know they wont do that, we would have not hired them.  The inspector from the Solar Sme who came on the property recommended the post for wirings to save some money or can do on the hill he had observed.  
  
  It is not installers choice of preference to avoid the job over the slight hill, it is our determined location away from driveway.
  
  FYI, I had reported all the problems to Atmos, the solar loan, on this journey experience.  Atmos did help me throughout this processing but they would not help after case closed.
  
  Sincerely,
  ****** and *************************
  *************************
  ************************
  
  
  

  

  Business Response

  Date: 05/24/2024

  Good **********************,
  
  I hope you are in the best of your health.
  
  It is stated that few months ago, you raised this concerns and in order to clarify you we sent our installer on site so he can explain you the things in a more better way.
  
  We do have the pictures of that pathway from where you drove your truck so it has ample width like it would be in between 5-10 feet. I am referring this width from the curb o which the wooden sitting bench is placed to that solar array.
  At that time we did requested you to drove your truck and you do that and the still the distance was good like 1-2 feet from each side was free so we believe the current solar location isn't a hurdle for you. You can drive safely from that route.
  Assuming your measurement of 13 inches on one side is also good like there is no risk of hitting the panels from your truck. Our installers discussed with you at the time f install and they place the array accordingly.
  
  Our installers always listen the client concerns and they do the installation accordingly and I believe this was done in your case too. The reason of placing that solar array at that location would be the marking that was done by the City/county/Utility and your internet provider. We do call ********************************************************************************** order to be safe, we can't go against their markings otherwise it will lead us to the big problems for both of us.
  We would recommend you to use the alternate route(if possible), otherwise drive safely in order to avoid any sort of risks.
  Thank you!

  Customer Answer

  Date: 05/29/2024

  I am rejecting this response because:  

  we are writing to address several issues regarding the recent solar panel installation that has significantly impacted my driveway access, especially when maneuvering my wide trailer.
  
  
  There is no curb but there is a wooden bench in the area between the slab and stair at the back of the outbuilding and the garden fence. You mentioned this in your last email. During a Zoom meeting with ******************* on February 7, 2023, I explicitly instructed him to keep the solar panels away from the driveway. Although it was difficult for him to fully understand the site from the Zoom meeting, he assured me he understood. I also sent him photos of the site, indicating where I wanted the panels installed, away from the driveway.
  
  
  As I have explained in previous emails, having a wide space for the driveway is a top priority for me. I specifically requested the installer to follow the garden fence line. However, their team was reluctant to install over the slight gully. If the area had been flat, they would have installed the panels in the location I requested. However, the posts are still in the gully, and the system should have been moved because the panels are currently settled on the gully.
  The distance from the slab at the back of the outbuilding to the garden fence is about 17 feet and 6 inches, which has allowed me to drive straight through the driveway comfortably for the past eight years since purchasing the property.
  
  
  Unfortunately, they pushed the line of the panels closer toward the outbuilding. We compromised on a marking that I reluctantly accepted. The supervisor of the solar installers, along with my wife and other installers, was present when the post was hammered into place by the supervisor and the installer. I never saw the 811 utility marking personnel from the city or county. The county permit inspector, who was unaware of my driveway concerns, would approve any installation within a 10-foot range. I only saw the county inspector upon completion of the solar system installation.
  
  
  After installing the posts, they placed the frame over them, extending 1 foot beyond the posts as we had agreed. However, the actual frame installation extended 3 feet and 7 inches beyond the posts, which I found unacceptable. Despite my objections, I had no choice but to continue with the installation due to the extension loan application expiring within two weeks. Halting the installation would have resulted in a higher loan interest rate. I felt forced to give up and have since considered filing legal action against the company.
  
  
  I recently measured the width of the trailer from fender to fender, which is 8 feet and 6 inches. The distance from the solar panel to the slab is 10 feet and 6 inches, leaving only 24 inches (2 feet) of clearance. This narrow space is insufficient for comfortable maneuvering, as I have to turn left or right to avoid hitting the solar panel, making it difficult to see the trailer and surroundings in the rearview mirrors. The elevated drivers seat view over the hood further complicates visibility.
  
  
  As a result, I can no longer drive straight through the driveway and must be extremely cautious when driving with my pickup truck. Attempting to drive through with the trailer is not feasible.
  
  
  The photos you attached show the situation when the truck and trailer have to curve past the slab on the left side, which still appears narrow despite seeming wide in the image. The employee from Solarsme who came to take photos tried to defend his position working for the company, even smirking at me. He tried to convince me that it is acceptable to drive in a curved driveway and very slowly. However, he refused to admit the precariousness of the situation.
  
  
  I have used ChatGPT to seek recommendations for the size of a curved driveway space suitable for a pickup truck and a 16-foot trailer. Based on this, I request that the solar panel installation be reconsidered and adjusted to ensure adequate driveway space and safe maneuvering.
  
  
  What is the wide size of driveway for a truck pickup with a 16 ft trailer?
  
  
  ChatGPT Response:
  The width of a driveway suitable for truck pickups with a 16 ft trailer depends on several factors, including the type of truck, the maneuvering space required, and any additional space for safety and clearance. However, here are some general guidelines:
  Driveway Width:
  Minimum Width: A standard driveway width for a car is around ***** feet, but for a truck with a trailer, this would be insufficient.
  Ideal Width: A driveway width of ***** feet is recommended for trucks without trailers.
  For Trucks with Trailers: A wider driveway is required, ideally around ***** feet, to accommodate the truck and trailer's turning radius and maneuverability.
  Maneuvering Space:
  Turning Radius: Trucks with trailers need a significant turning radius. Ensuring a wide enough driveway allows for smoother turns and reduces the risk of running off the driveway or causing damage.
  Clearance: Additional space on either side of the driveway can help avoid obstacles and provide a margin for error when maneuvering.
  Considerations:
  Landscape and Obstacles: Consider any trees, shrubs, fences, or other obstacles near the driveway that could hinder maneuvering.
  Driveway Length: Ensure the driveway is long enough to accommodate the total length of the truck and trailer, allowing for easy parking and exit.
  Overall, a driveway width of ***** feet should be adequate for a truck with a 16 ft trailer, providing enough space for safe and easy maneuvering.
  
  
  Moreover, there is no alternative to driving through the back of the outbuilding and the house. I do not want to put a driveway across the front of both existing buildings, as it would look unsightly and make no sense. What I already have is a perfect unpaved driveway at the back of the property. Your service not following the customers instructions should not force us to change the driveway routes.
  
  
  Your email did not mention a refund of $875. We demand this refund as ******************* forced me to wait until after the completion of the solar system for the unfinished trenching project, as mentioned in previous emails that showed a photo of a text conversation. In that conversation, he stated that the refund would be issued after I requested a revision of the total solar system cost on the contract before completing the case. This shows the companys lack of integrity.
  
  
  See the photos and video in the attachments:
  Photo 1: The distance between the slab and garden fence.
  Photo 2: A close-up look at the measure of the distance between the slab and garden.
  Photo 3:  Measure from slab to solar panel line
  Photo 3: The length of the trailer fenders/tire.
  Photo 4: The view of the panel on the gully.
  
  
  Note:  I tried to put more good photos in the attachment but this format limited to 5 photos up to 8 mb size.
  
  
  Sincerely,
  ****** and *************************

  Customer Answer

  Date: 05/30/2024

  I want to correct these words which was somehow autocorrect in the letter I sent yesterday.

  There is no curb but there is a wooden bench in the area between the slab and stair at the back of the outbuilding and the garden fence. 

  There is actually no curb and no wooden bench in the area.  

  The installers did not want to honor my wish to set it at the location I specified, which was a little away from the garden fence. I initially allowed them to move it slightly. However, they ended up moving the location twice without my consent.

  
  You can see the significant difference between my request of the location and the installed location in these pictures.

  
  I also texted ******************* a photo of the drawing on February 7, 2023. Now, the solar panel actually impacts the driveway, as shown in another photo.
  This is causing a major problem with driveway access. Why did I mention my preferences to your designer and the installers, and it still fails to meet my expectations, which I notified your company of well in advance of the plan?
  
  

  Customer Answer

  Date: 06/24/2024

  I would like to participate in the BBB Arbitrations against Solar SME. I can join zoom sessions if a Sign language Interpreter (American Sign Language/English)  is provided. Please contact the ************** of **** & Hard of Hearing about providing an interpreter on Zoom. Thank you.

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

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

  Customer Answer

  Date: 06/29/2024

  As you will not be providing accessible services to me, I will need to go to Small Claims Court as you advised. Can I do that in the county where I live (**********************, **) even though ***** is located in **? Please advise. 

  Customer Answer

  Date: 06/29/2024

  Hi BBB, 

  In response to your email regarding *** interpreter/communication issue,  I don't have any experience with zoom and an interpreter but I saw some information via social media in deaf communities that had discussed that they had using *** interpreter in zoom meetings for their employment.  I researched online and found that zoom have a feature of the *** interpreter as well as any other languages.   See the link to find more info: *******************************************.   

  We can use this if it is for online and the host will need to take this responsibility if cant allow me to attend court in my prince ****** county's, MD?

  Thanks

  ******

  Customer Answer

  Date: 07/02/2024

  Ok thanks.  I already am in progressing to contact a lawyer after the closure of this case with BBB.

  Sincerely,

  ******

• Initial Complaint

  Date:12/10/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  SolarSME failed to live up to its name, and they are failing to honor their contract. My Solar panels have been operational since late July 2022. Prior to going operational the installation was fraught with incompetence (see description and photos below) and lack of follow through. At the first anniversary of being operational the system is woefully underperforming by 23%. I reached out to SolarSME in August 2023 to work together in good faith according to the contract only to be led along for four months and then dismissed by SolarSME.My HOA does not allow solar panels to be installed on the front of houses, so SolarSME suggested they could install in the back using solar panel tilt legs for optimal performance. The design was created in December of 2021 and on 18 January of 2022 the project manager emailed, Annual production with this layout: 18.05MHw per year. I made my decision to proceed with the project based on 18.05MHw. I am currently getting 77% (13.1MWh) of the production agreed upon and according to the contract I should be getting at least 90% (16.245MWh).In hindsight, this lack of production is only mildly surprising because the installation crew had no idea how to install tilt legs. They improperly installed two arrays and then had to remove them, patch up the holes, and reattach them to the roof. This project was supposed to take 72hours and instead it lasted two weeks. The last day of the project was rushed, and it didnt end until 9pm. They left pallets and a hole in the dry wall near my electrical panel. I brought this to the project managers attention multiple times, and he did nothing. He was only concerned with the final payment and 5-star reviews. I had to dispose of the garbage and pallets and then patch the hole myself. I have saved the reviews until now.

  

  Business Response

  Date: 12/22/2023

  Dear ****,
  
  
  I hope you are doing well.
  
  
  We sincerely apologize for the inconvenience you face in the solar project till now. Our dedicated compliance team is working on your case to see the best possible solutions in order to resolve your production concerns.
  
  
  Your project is our top priority and believe us our efficient R & D will ensure that you don't face such issues again in near future. We would request you to give us some time so we can work on this. We do appreciate your patience in this regard.
  
  
  Thank you!

  Customer Answer

  Date: 12/26/2023

  I have reviewed the business response and agree to give them time for us to resolve this my issue.