Complaints

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:04/09/2025

  Type:Order Issues
  Status:

  UnansweredMore 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 signed a contract with Fastrac Energy and Goodleap loan services for solar panels on April of 2024. The solar panels were installed on May 5th of 2024. Myself and my husband have been in constant contact with Goodleap and Fastrac Energy services because the salesman was not honest about the amount of power the solar panels would provide. I was told I would not have much of an utility bill, and I would get a government rebate that would help with the cost of the solar panels. I have sent over copies of my Entergy bills from my electric company, because all the blame was placed on my electric company. All the contracts were signed on the salesman's IPAD and I was unable to read the contract in it's entirety while he was in my home. All of my instincts told me not to sign the contract, but I did and now I regret my decision.

• Initial Complaint

  Date:01/07/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 kept on requesting since day of installation.                March 31 2023 about solar panels installed by Fastrac and didn’t generate power I was getting high electricity bills jumped from $100 to $780. I was so frustrated keep calling emailing to Fastrac but not even one time it tried to check what’s issue. Fastrac charged me $65000.00 for this poor service. Fastrac disconnected solar power on Jan 4,2024 it’s so cruel and keep sending bills but never tried to fix problem

  Business Response

  Date: 04/07/2025

  ***PLEASE SEE ATTACHED****

   

  One more statement, Fastrac did NOT disconnect the solar power on January 2024.  There was a lock placed on the system by the lender for non payment, we believe, and they turned off the solar system.

  Customer Answer

  Date: 04/07/2025

  Better Business Bureau:
  
  Fastrac never tried to resolve issue never contacted 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   
  

• Initial Complaint

  Date:08/31/2024

  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.

  ##Complaint Summary## I entered into a contract with EverBright from Fastrac Energy Services LLC for a solar panel installation. Despite having documentation confirming the contract cancellation, I face issues with Fastrac's cancellation process, fees, and intimidation tactics. ##Detailed Complaint## - Fastrac invoiced me $5,329.79 in grossly inflated cancellation fees. - They threatened a $50,000 lien on my property and legal action. - A sales representative made threatening calls, which I recorded legally. - There's no documentation for alleged work performed. - All fees are excessively inflated and unjustified, including site assessment, engineering, permits, procurement, and financing cancellation. - Fastrac claims cancelling financing doesn't cancel the contract, contradicting EverBright's documentation. - They accused me of breaching the agreement by considering other companies. - No Fastrac representatives visited my property or performed work beyond the initial quote. ##My Actions## - Obtained cancellation documentation from EverBright. - Demanded detailed justification for all charges. - Requested cessation of legal threats and liens. - Filed a complaint with the attorney general's office. - Recorded threatening calls for documentation. ##Consumer Rights Concerns## Fastrac may be violating consumer rights through: - Unfair billing and cancellation practices - Lack of transparency in fees and work performed - Harassment and intimidation tactics - Violation of contract cancellation rights - Insufficient notification of contract terms - Charging for services not rendered and materials not procured

  Business Response

  Date: 10/02/2024

  To Whom It May Concern:
  
  This internal case was already turned over to our attorney so at this time, we can not comment on the case.  Ms. ********** cancelled her installation the day of installation and is in breach of her contract.
  
  Regards,
  Stephanie
  
  ---
  Stephanie *****
  VP - Business Operations
  Office: 832.413.0707
  

  
  

• Initial Complaint

  Date:08/30/2024

  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.

  After Hurricane Beryl, I sustained damages to a solar panel and my roof beneath the panel. I reached out to Fastrac since that’s that company that installed the panels. They charged me an invoice of $600 for replacement and removal one one panel. I paid it and they sent someone out. In order to fix the hole in my roof, the technician that came out said that he may have to take 4 more panels off to remove the rail that holds the panels on and that he would have to come back another day with an additional tech to help him remove everything. Fastrac charged me an additional $1200 to remove 4 more panels before the job was even attempted. And I paid that amount also because they REFUSED to come back out unless the invoice was paid. When the tech came out a second time, he only had to remove one panel, leaving the other 4. I asked for a refund back of the $1200. For THREE weeks now they have been dragging their feet, makes excuses such as checks are only processed on Thursdays. They claim to have mailed me a check but it got lost in the mail apparently. They were quick to charge me and take money however they are now holding $1200 from me for as long as they can. The company also has yet to replace the single panel on my roof. This is almost 2 months now after Hurricane Beryl, which is the excuse they are trying to ride out on.

  Business Response

  Date: 09/06/2024

  Fastrac Energy Services cut the check in the amount of $1,200 for Mr. **** on August 14, 2024.  Check #****.  It was mailed on August 14, 2024.  Fastrac is voiding the check and reissuing the check today.  We will mail with tracking to Mr. ****.

• Initial Complaint

  Date:08/26/2024

  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 had solar panels installed on my roof on May 30th, 2024. So far due to FasTrac not providing my utility company all the information needed on the Interconnection agreement, according to my utility company they had to send the form back to FasTrac 4 times for missing information. I have not been able to receive permission to operate. I was told by a representative on June 17th, that if I wasn't able to operate my system by the time my payments were due I would be reimbursed for the payments until I had use of the system. Today my first payment is being drafted from my account, I called FasTrac and was informed they don't reimburse payments. I have been told on several occasions that it should be approved in a couple weeks. It has been almost 90 days and today I was told "hopefully in a couple of months" I feel it is their lack of providing the necessary information to my utility company that has caused the delay and they should reimburse my payments until I am able to use the system, as I was told they would.

• Initial Complaint

  Date:06/30/2024

  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.

  On May 14 I was visited by a sales rep for ****** home security. At his offer presentation I noticed the company offers solar energy. I signed up a security and solar energy bundle on May 15th after the design of the solar panels was explained to me. On June 4th I was visited by a second solar company that informed me there were solar companies that are not "local" and don't know how the electric system works in ********. The next day I called ***** ******** and I was told that I was given wrong information by the designing team. I called the team and was told I was wrong, making it clear to me they did not know the local system. Erroneous information: 1) According to the designers, ***** ******** offers a solar bank system in which the energy that is produced and not used by a home would be received by ***** and returned at night at no cost. This would make the system capable of sustaining my home all day and night. This is not offered by ***** ********. Here any excess can be sold to ***** and any night needs are payed at cost. 2) My current electrical is about $200/month. The design's payment to lender would be around $220/month, but the system was designed to produce an excess of electricity that was calculated (based on ******* charges) to pay over $300 a month. ***** ******** pays less than 1/3 of the price they charge per kilowatt/hour. This and the lack of a "solar bank" increases the cost to me rather than reduce it. I called ******, Fastrac, and the design team with my concerns and requested a new design to be produced before moving forward. For weeks I was promised a better design and dragged along with promises of callbacks. When I pressured they would offer more expensive options while I continued to receive requests to sign documentation needed to move forward (including schedule installation). I called asking to put a stop to this and Fastrac is demanding over $4000 in cancellation fees after making these mistakes and taking advantage of my goodwill.

  Business Response

  Date: 10/02/2024

  To Whom It May Concern:
  
  Michael **** ****, located at **** ******** **, ******** TX, 79124, executed a home improvement contract with Fastrac Energy Services on 5/15/2024.  Fastrac commenced work of service when we completed the Site Survey and assessment on 05/20/24.  Mr. **** did not cancel within his 3 day right to recession per the contract on page 4.  Additionally, per his contract on page 5, the contract spells out the cancellation fee.
  
  5. CANCELLATION FEE. Purchaser may cancel this Agreement after the 3-day rescission date and before installation is commenced by providing written notice to Contractor. Upon cancellation prior to commencement of the installation, Purchaser shall be liable to Contractor for any and all actual costs and expenses incurred by Contractor as a result of such termination, including but not limited to, those costs and expenses incurred in connection with Contractor’s demobilization and restock and return of any materials or equipment within ten (10) days following the date of Contractor’s final invoice and any applicable Cancellation Fee as detailed below. Following expiration of the three (3) day cancellation period, this Contract cannot be canceled once installation of the System has commenced, except by the mutual written consent of both parties. Cancellation Fee at a minimum before installation is commenced will be $500.00 for Site Survey, $500.00 for Design & Engineering, $300.00 per Stamp Required, permitting fees, HOA application fee(s), interconnection fee(s), 15% restocking fee, financing cancellation fee of $350.00 and overhead costs due within ten days.
  
  Fastrac charged him per his contract as he did not cancel until 06/17/24.  He is in breach of his contract for not canceling per the contract and not paying the cancellation fee per his contract.
  
  Regards,
  Stephanie
  
  

  Customer Answer

  Date: 10/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  This doesn’t address the fact that I was mislead on the functionality of the system in my location. It aLeo doesn’t address my repeated request to adapt the design to address the inconsistencies before the benefits offered and the benefits I would receive.

  
  Regards,
  
  Michael
   

  
  

  Business Response

  Date: 04/07/2025

  ****PLEASE SEE ATTACHED****

• Initial Complaint

  Date:06/27/2024

  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.

  I first contacted Fastrac regarding my solar panels no longer producing energy on 18 June. I was sent an email requesting credit card payment for scheduling of services to fix my solar panels. I was told that they were scheduling appointments in my area for the week starting 24 June. I paid the service fee on 21 June. As of today 27 June, I have called every day to see if I have been scheduled for an appointment. To date I have not been scheduled and they cannot give me a date as to when the scheduling will be completed. They were quick to demand payment, but have yet to deliver on the service requested.

  Business Response

  Date: 06/27/2024

  Fastrac unfortunately is behind on scheduling appointments by two to three weeks due to the influx of requests from homeowners.  The request was submitted on June 25, 2024 per our records. The request is in the queue and we will work to schedule out when we have a technician in the area. If the timeline is not satisfactory, we can cancel the request.  The credit card authorization is only a preauthorization of funds to make sure if it is not a manufacturer warranty issue than we have a method for payment from the customer.  We did not actually charge your credit card.  If you would like to proceed with an appointment, please let us know. Or you may cancel and work with another solar installation company.

   

   

• Initial Complaint

  Date:06/10/2024

  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.

  Was told by the salesman that I had the right to cancel at anytime without any kind of penalty but then I receive a bill in tje mail for cancelation before the job is even started

  Business Response

  Date: 06/11/2024

  The installation contract with the homeowner that he signed and initially clearly states that he has ten (10) days to cancel the contract from the effective date.  His contract was signed on May 7, 2024 and he attempted to cancel on May 28, 2024, which is beyond the 10 days.  Fastrac commenced work on the project on May 10, 2024 and the cancellation fee is to recoup our lost costs.  

• Initial Complaint

  Date:01/11/2024

  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 purchased solar panels in 2023, and they were installed by FasTrac May 22, 2023. It took FasTrac from May 22, 2023 until December 30, 2023 to get my panels functioning properly. Throughout the process, they pointed the finger at everyone else for the short-comings in the system, including the electric company and the equipment manufacturer. They also completed an "inspection" of the system early on, but no one ever came out in person to do so. They didn't have an electrician come out until December 30th (per the electrician, December 30th was the first time he had been to the job site), when the system was finally corrected, but then stated that it was the manufacturer's fault for not telling them how to do things correctly. I wouldn't expect a lumber company to tell a carpenter how to do their job, so their statements do not ring true with me and are illogical. They promised reimbursement for payments on the panels and electric costs, but at the end they refused. When I say "they," I am referring to the vice president and owner of the company, which I had to elevate up to for anything to be accomplished. I have all the timelines and documentation to prove their promises and excuses.

  Business Response

  Date: 01/30/2024

  The solar pv project was sold and contracted on May 4, 2023.  Fastrac completed the site assessment on May 5, 2023.  The project was installed in less than 30 days on May 24, 2023.  Permission to Operate was granted in May 2023 as well by the utility company. SolarEdge Monitoring shows the system is on and producing.  Contract to install to PTO of less than 30 days is very fast as industry average is 45 - 60 days for install and another 60 days for PTO.  The system was repaired for maximum production. 

  The homeowner requested lender payment reimbursement request, which was approved and paid.  Fastrac will not cancel the contract and remove the panels.  

   

• Initial Complaint

  Date:12/13/2023

  Type:Customer Service 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 agreed to purchase solar panels from ******. The salesperson stated I would have 3 months from the installation to prove the system was operating properly before a payment would be due. Fastrac Energy submitted the plans to the city of Lake Charles and was approved for the installation. On 9/12/2023, a Fastrac crew installed the panels and contacted the city of Lake Charles for final inspection. The city inspector failed the inspection on 9/19/ 2023 due to Fastrac not installing a ******* tap that was listed in the original design. On 9/19/2023 I received communication from Fastrac that the city inspector was requesting some changes and they were working to get a team to come make the changes. Note, there was not a change as Fastrac did not install the ******* tap. After numerous calls to Fastrac stating that it shouldn’t take from September until November to purchase a ******* tap. They scheduled someone to install the ******* tap on 11/6/2023 and the re-inspection. Fastrac once again installed something other than a ******* tap and the city inspector failed the inspection again. I contacted Fastrac again to state the ******* tap was not installed and needed to be corrected and told them the tap could be purchased at ******* in Lake Charles. Fastrac installed the ******* tap on 11/16/2023 and the city inspector was scheduled which stated Frastrac failed to install the required placards for operation and once they were installed the system would have his approval. The placards were installed and Fastrac contacted Enetrgy on 12/4/2023 (Application 22506) to schedule the utility inspection/permit to operate. G******* financed a loan for the solar panels with the first payment December 13, 2023. Fastrac has received their money for the panels and I owe G******* for a product that is non-operational and functioning as promised. Fastrac has no repercussions for the delays and failure to install a non-functioning system within a reasonable amount of time. If I make the payment to G*******, I would be accepting a product the non-operational and non-functioning system.

  Business Response

  Date: 06/12/2024

  To Whom It May Concern:
  
  Fastrac did not receive the notification of the Complaint ID ******** as it needs to be sent to [email protected], not [email protected].  [email protected] is not a working email address for Fastrac Energy Services.
  
  Per the Home Improvement Contract, the contractor is not responsible for the delay from the utility, which in this case was Entergy LA.  Fastrac submitted the paperwork on time and completed the installation and inspection in a timely manner.  We do not have the ability to control the approval of Permission to Operate from the utility.
  
  12. INTERCONNECT AGREEMENT AND HOA. (a) Purchaser may also have the opportunity to enter an “Interconnect Agreement” with his or her local utility. Contractor makes no representation or warranty concerning the availability or terms of any such Interconnect Agreement. Contractor agrees to prepare and submit any reasonably requested forms to support an Interconnect Agreement. However, this Agreement is not dependent or conditioned, either expressly or implied, upon Purchaser obtaining any such Interconnect Agreement. (b) Purchaser may be required to obtain the consent or approval of their Homeowner’s Association
  (“HOA”) before the installation of the System. However, this Agreement is not dependent or conditioned, either expressly or implied, upon Purchaser obtaining any such HOA approval. (c) After entering into this Home Improvement Contract, Purchaser must cooperate with Contractor in order to obtain all requisite permits and approvals for installation and operation of the solar energy system, including but not limited to documentation necessary for Contractor to obtain permission to operate and HOA approval. Failure to comply with this subsection 11(c) shall be deemed a material breach of this Agreement.
  
  Fastrac completed the site assessment for installation and inspection within 60 days of contract signing.   
  
  Fastrac will offer one month of payment to GoodLeap in the amount of $261.49.
  
  Regards,
  Stephanie
  
  
  ---
  Stephanie *****
  VP - Business Operations
  Office: 832.413.0707
  Direct: ************
  Email: ********************
   
  

  
  

  Customer Answer

  Date: 06/12/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.