ComplaintsforTriSMART Solar LLC

• Initial Complaint

  05/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The sales tactics utilized by the salesman were false. They said they would pay the 1st years monthly payments and I have yet to see that promise. They also said that my value would go up and I cannot sell my house because of the solar. They installed the panels in locations that were not optimal just to get the sale and I have had a power bill every month.

  Business response

  05/08/2024

  Patricia,

  Thank you for bringing your concerns to our attention. We take all feedback seriously and are committed to addressing your issues promptly and effectively.
  Firstly, please allow us to clarify that TriSMART does not employ door-to-door salesmen. We are solely a solar installation company, and any interactions you had with a salesman were likely through a third-party partner. Nevertheless, we  expect that all representatives associated with our services uphold the highest standards of honesty and integrity.

  
  Regarding your specific concerns:

  Payment of First Year's Monthly Payments: We apologize if there was any misunderstanding regarding this offer. We will investigate the matter thoroughly and work to resolve any discrepancies promptly. Please provide us with any documentation or details related to this promise for our review.

  Impact on Property Value: TriSMART never guarantees customers regarding the potential impact of solar installations on property value.

  Panel Placement and Power Bills: Our aim is always to optimize panel placement for maximum efficiency and energy production. We are committed to addressing concerns regarding your monthly power bills.

  
  We value your business and your feedback, and we are eager to work with you to find a satisfactory resolution. Please let us know a convenient time for you to discuss these matters further, either by phone 888-520-0073 or via email at [email protected].
  Thank you for your patience and understanding as we address these concerns.
  Best Regards,

• Initial Complaint

  01/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  First was told would be done within a month. First part of install was done in Sept. 2022, then day after day and week after week, kept getting told they are working on it. Initial install was supposed to be solar panels, panel equipment and new indoor breaker box for the *****. They came back out in 2023 and installed an outdoor breaker box just for the solar panels. A new breaker box was added into the contract along with price(which they refuse to give me a copy). In July of 2023 they finally had someone come back out to finish the electrical box outside and had no power for over 36 hours. Told me they would refund for the food lost, but only paid for part of it, refused to pay for my lost medication in the fridge. I call at least 2-3 times weekly also because their system does not stay running and have been told multiple times they will have someone come out and no one ever shows up on the date and time given. They promised I would get money back from OGE because I would produce enough electricity to sell back to them and never pay for electricity through them. I pay them monthly plus my loan amount for these panels and a inside new breaker box that i never recieved.

  Business response

  02/13/2024

  Mrs. *****,

  We sincerely apologize for the inconvenience and frustration you have experienced with your installation and reimbursement process. After reviewing your account, we acknowledge that we have not properly reimbursed you as promised. Thank you for bringing this to our attention. We are currently working diligently to ensure you are reimbursed for the inconvenience you have faced. To expedite the process, we require the proper documents to be sent and signed. Please rest assured that we are committed to resolving this matter promptly. Furthermore, we deeply regret the inconvenience caused by the power outage during the electrical box installation and the subsequent issues with your food and medication. We acknowledge our responsibility in this matter and will ensure that you are adequately compensated.
  Please accept our sincerest apologies once again for the inconvenience and frustration you have experienced. We are committed to resolving these issues promptly and to your satisfaction. If you have any further concerns or questions, please do not hesitate to contact us at 888-520-0073. Thank you for your patience and understanding.

  Customer response

  03/28/2024

  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.  
  
  [Provide details of why you are not satisfied with this resolution.]
  

   

  Trismart did contact us, nothing has been resolved. They have asked us sign a NDA to receive the last of the money the owe us for our property loss in July of 2023. We just today finally got the problem with the invertor box shutting down fixed after months and months of calling and then saying they are sending someone out and no one ever came out. We still do not have a main panel upgrade they promised, and said that the panel they put outside is a main panel upgrade. Something that cost maybe $500 tops and I am paying $20000 extra for it. $20000 would rewire my *****. I want what we were promised, and not have to sign a NDA to receive the rest of what we are owed. 

  
  Regards,
  
  
   

  
  

  Business response

  04/12/2024

  I am writing to formally address the ongoing concerns raised by our customer, Mr. *****. Over the past several months, Mr. ***** has brought forth several issues, and I am providing a summary of the resolutions implemented by our team.
  
  1. Power Outage Reimbursement: Initially, Mr. ***** contacted us following a power outage, seeking reimbursement for expenses incurred due to the disruption. On June 7, 2023, Mrs. ***** contacted us concerning lost power and subsequent inconveniences. We arranged accommodation by covering the cost of a hotel stay and reimbursed their food expenses for the affected night.
  
  2. Food and Medicine Reimbursement: Mrs. ***** also requested reimbursement totaling $450 for food and medicine affected by the outage. We processed this reimbursement promptly to address their inconvenience.
  
  3. Loan Payment Compensation: Recognizing the extended inconvenience caused, we compensated Mr. ***** with four months of loan payments amounting to $637.92 due to accrued expenses during the outage period.
  
  4. Home Damage Assessment: Following reports of home expansion and related damages during the power outage, we dispatched a technician to conduct a thorough damage assessment, free of charge, to ascertain any power outage-related damages.
  
  5. Electrical System Assessment and Repair: Mr. ***** reported ongoing issues with their electrical system, including frequent power downs and other concerns. Our team promptly assessed the system, identified the issues, and conducted necessary repairs to ensure optimal functionality.
  
  6. Panel Installation Discrepancy: Addressing concerns regarding discrepancies between the contracted and installed number of panels, we communicated with Mr. ***** and offered compensation of $300 to rectify the difference.
  
  The customer at this time has not brought forth any new concerns and we are pleased to inform we have found a resolution for this customer.
  
  
  Warm regards,
  

• Initial Complaint

  01/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The problem I'm having and there's has been several. For starters I was told in December of 2022 my solar panel would be completely installed and running. They were installed but not running in December but was told they were running. I noticed it and contacted Trismart in January. still had issues until a few months later they fixed them they ran for 2 months and I started having $100-$260 electrical bills again on top of the monthly payment for solar panels. I tried to reach them could not get a hold of TRISmart, contacted my sales person and he got a hold of them they sent techs out said they got it fixed. I continued having issues and electric bills. I left it alone for the rest of the year I wanted to do an analysis of what they guaranteed and how much I produced. Today 17JAN24 I pulled up all documents. From what I produced , what I was guaranteed, and my electrical usage through excel. I produced 7800KHW I was guaranteed 14819 KHW with a 5% margin. I contacted the sales person via text and email, I told him my issue and he had told me to contact a lawyer.

  Business response

  01/26/2024

  Mr. *******,

   

  We sincerely apologize for the issues you've experienced with your solar panel installation, and we appreciate your patience in bringing these concerns to our attention. It's disheartening to hear about the delays and communication gaps you encountered during the process.
  
  To address your concerns, we conducted a thorough production review and have taken immediate steps to rectify the situation. We've processed a reimbursement for seven months of solar payments, as we acknowledge the inconvenience caused by the system not operating as expected. This reimbursement reflects our commitment to ensuring a fair resolution.
  
  Furthermore, we have scheduled a service appointment for Monday, January 29, 2024, to conduct a quality check on your solar system and ensure that it is fully operational. Our aim is to address any remaining issues promptly and to provide you with the reliable and efficient solar solution you were promised.
  
  We truly value your business and want to assure you that we are actively working to resolve these issues. Your satisfaction is our priority, and we are committed to delivering the high-quality service you deserve. If you have any further questions or concerns, please don't hesitate to reach out to us directly at [email protected] or call 888-520-0073.
  
  Thank you for your understanding, and we appreciate the opportunity to make things right.

• Initial Complaint

  12/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  the original install was a MESS. I filed a complaint with BBB and then dropped the issue once the A/C was working again. The A/C had to be replaced because the condenser kept blowing, the wires ran backward, there was no grounding when they did the installation, the furnace circuit board was blown and we still have electrical issues since they did the installation. I am trying to retrieve information about the product we purchased and no one can find our contract. I need to update the homeowner's insurance to show how many panels we have and how much wattage there is. No one can find the account and no one will connect me with a manager. Since the installation, we have spent roughly $18,000 for replacement units & service fees that the poor install blew out.

  Business response

  01/03/2024

  Hello Mrs. *******,

  Thank you for bringing your concerns to our attention. We are conducting an investigation and addressing the current issue, we kindly requested all previous invoices related to your account. We value your partnership, and this additional information will assist us in providing a comprehensive resolution. Rest assured, we are in constant communication with you and are committed to updating you weekly on the progress of your case. Your cooperation is greatly appreciated as we work towards resolving this matter to your satisfaction

• Initial Complaint

  11/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am an active duty service member stationed on FT Cavazos, TX I was trying to get solar panels to assist in my increased light bill. I was guaranteed by Tri smart solar that when they surveyed my house that has a lot of trees around the property, that the company would ensure the trees where cut in the correct manner for maximum power generation. Instead the wrong tree where cut and the company proceded to install the panels knowing the panels would be deemed useless without proper exposure to sunlight. I tried to contact the company directly for the past month and they refuse to handle the problem or even get in contact with me or conduct another sight survey. I am ultimately going to be paying for paper weights they drilled into my roof taking advantage that I am a guaranteed payment being in the Military. Please help. The sun barely hit my backside panels of my house for maybe 2-3 hours a day if that because of the trees.

  Business response

  12/05/2023

  Hello Jason,
  
  Thank you for reaching out with your concerns, and we sincerely apologize for any inconvenience you've experienced. We understand the importance of your solar panel investment and are committed to addressing the issue promptly. On October 7, 2023 the 3 pre-approved hackberry trees were removed. Photos and invoice attached for reference. On October 24, it was reported there was a tree missed, we did notate that the shade issue was coming from a neighbor's tree. While we understand production is being hindered we want to assist in finding a resolution. We appreciate your patience during this matter and assure you that we take your feedback seriously. Our goal is to reach a resolution that meets your expectations, and your satisfaction remains our top priority. Our team will be reaching out to you directly to discuss your rebate and address any concerns you may have. Additionally, please feel free to contact our customer service team at 888-520-0073 or via email at [email protected].
  Best Regards,
  
  

• Initial Complaint

  10/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The 3rd party salesman lied about the product’s capabilities, stating that there panels have built in solar inverters and that as long as the sun was out, I would have power to my house. This was not true and I confronted him he denied and continued with the lie. I called the company and speaking with a technician, himon a 3way recorded phone conversation he admitted he was wrong and said he wasn’t properly trained on the product. I told him that he was to produce a solution for my system to do what he said in his sales pitch and after months of calling and texting him he said that it would take too much work and hassle and that I should just buy their battery system. I reminded him of the phone conversation where he admitted fault and stated he would make things right at no,zero cost to me. After weeks of tracking him down and waiting for answers he then accused me of just having my hands out and looking for freebies. Never did I ask for anything from him, only to follow through on what he said and what he told me the panels would be capable of. I called the company and filled a complaint and since April they have been passing me around to different depts, offering a (1) battery option which their own head service tech stated had no use or functionality because of the size of my system would require atleast 2-3 batteries. told them to come remove the system, they said no I said give me the amount of batteries my system requires and maintenance them, they said no. And for 6 months my system was not working properly and no one knew until they tried to get an accurate amount of consumption of the panels.I asked for them to give me the balance of the battery(ies) and install to pay off the outstanding debt because I wanted to remove myself from their system and the acquired debt with that, they would take weeks to answer emails and finally quit communicating. I’m now filling a DTPA and seek to add all additional attorney fees and all roof repairs to remove the panels.

  Business response

  10/30/2023

  "TriSMART is committed to resolving any and all customer concerns and these particular customer concerns are being actively worked on and responded to by our legal team.  We take all allegations of violations of Texas law very seriously, whether done by a third party we work with, or otherwise, and will work diligently to reach a resolution which, where applicable, restores integrity to our contractual obligations and those of our customers."

  Customer response

  11/07/2023

  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.  
  
  Trismart’s  way of negotiating is trying to sell you more product, then try and give you something that has no use and finally just end all communication when you don’t accept any of their offers or products. They are dishonest and do not take responsibility for their actions or their employees actions. They pass you along the chain of command with the end result being the same as the first person you dealt with, from the salesperson to the regional manger. Do not use Trismart 
  
  Regards,
  Mike ******** 
  
   
  

  Business response

  11/16/2023

  We are actively working to resolve your case, and we require your attorney's contact information to proceed. Please instruct your attorney to reach out to TriSMART legal at [email protected] or call 281-667-4172 Ext: 569 immediately.
  Your cooperation in providing this information is crucial to moving forward and achieving a resolution that aligns with your expectations.
  Thank you for your prompt attention to this matter.  If you have not engaged an attorney and are not planning to, please inform us immediately so that we can contact you directly moving forward.

   

• Initial Complaint

  09/22/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The complaint concerns misrepresentations made and misinformation provide to me by a sales associate of TriSmart Solar regarding the IRS statue of a tax "credit" for purchasing solar panels. Throughout our conversation, I was told that I would receive the 26% "rebate" in cash to either apply to my loan or spend as I saw fit. I also was told that it may take a few months to receive the "rebate". My CPA filed the necessary IRS Form 5695 for 2022 in March 2023. I recently called my CPA to inquire about the status of the cash "rebate". She told me that the law did not provide for a cash rebate, but a "credit" on any future income tax that I might owe. Unfortunately, had the sales associate provided me with the correct information, I would not have incurred a $54K loan at age 77. As a result of my not receiving the 26% as a cash rebate, I do not have the funds to pay down my loan and my payment will increase by $70 in July 2024.

  Business response

  10/12/2023

  I understand your concerns and frustrations regarding the information provided to you by a sales associate. I want to clarify that we are not responsible for the sale of the contract, as it was sold by Quativa, and we are solely involved in the installation of the solar system. Additionally, we are not the lender, and the terms and conditions of your loan are not within our control. Your loan is with GoodLeap and they email you a copy of your loan documents upon signing.
  It's regrettable that there seems to have been a misunderstanding about the IRS tax "credit" for purchasing solar panels. We sent you via email May 25,2023, the Tax Form for you to take to your tax professional to complete for you. We are not Tax Consultants and all questions should have been with a tax professional. The information you received about a cash "rebate" may not have been accurate, and it's indeed a tax credit that can be applied to future income tax obligations.

• Initial Complaint

  05/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was told if there is a problem with the panels, they are under warranty. This is a new set up. Hail has damaged 8 out of 11 panels. Now, they say they don't cover that. Also, they never installed the battery box to store electricity. I purchased them so I would have lights when the power goes out. I sat without power for over 10 hours. I spoke with someone in the damages department and was told that the panels are damaged but still sufficient. I was told to speak with the person that sold it to me. I have called repeatedly and left voice-mail. Never have returned my call. I don't want overpriced half working solar panels on my roof. They do not benefit me. Everything was a lie. I have no problem paying for the roof that was installed. I want the panels gone if they won't fix them and install the correct equipment so I can have electricity when the power goes out. I have had difficulty in contacting them during the install and now they have ghosted me. I was lied to and feel like I have been taken advantage of by a shady business. Maybe other Trismart businesses is ok but not the one I deal with.

  Business response

  05/05/2023

  We have been made aware of the situation concerning the customers complaint. We will be implementing a system to address this customers complaint that will involve the following step to remedy the complaint. 

  First, we will be making contact from the Director level of customer service. 

  Second, we will make every attempt to repair the damages for the customer as soon as possible , so the customer is satisfied with the services and materials provided for their job. 

  Third, there will be constant communication between a representative and the customer to ensure the customer is keep up to dat with regards to the completion of repairs and the time frame as to which repairs will be completed. 

  We hope to have this  issue resolved and repairs completed as quickly as possible. 

  We apologize for the experience the customer has had but we will work diligently to restore the trust in TriSMART to this customers and all customers that have unsatisfactory experiences as quickly as possible. 

  Customer response

  05/12/2023

  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.  
  I won't accept anything until everything is done the way that it should be.  They have not tried to contact me by phone or any other communication.  So, I hope that they do what they say they will do.  But, for right now, it's just words.  My faith in them is gone.  
  
  Regards,
  
  Sharon ****** ******
   
  

  Business response

  05/25/2023

  We, at TriSMART Solar , would like to apologize for the unpleasant experience that you have experienced. We are committed to working with you to provide a solution to your issues as quickly and swiftly as possible. Our Director of Customer Service/Experience will be reviewing your complaint and will be reaching out to you to discuss possible solutions. Again , we are committed to ensuring that your concerns are addressed and heard and a solution is reach as soon as possible. Please feel free to contact our Director at 470-495-3665. 

• Initial Complaint

  04/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They said I was no longer going to get any high or sometimes any electrical bills but I’m paying as if I don’t have solar panels even though I do have them

  Business response

  04/10/2023

  Good morning, We currently have an open ticket for this homeowner's concerns. A service was recently completed for their solar system on 4/3/23. The homeowner previously agreed to have a production review completed once all corrections have been made. Furthermore, TriSMART Solar does not guarantee the outcome of monthly utility bills, their installation agreement guarantees the estimate for yearly solar production. It is also important to note that the utility bills provided are not recent. We have attached a production report for the September 2021 bill provided. This confirms they were being billed and credited according to the solar buy back plan in place at the time. The utility bill provided for June 2022 shows the homeowner was on a "Flex Plan", which is NOT recommended as a solar buy back program, seen on the 2021 bill. This utility bill discrepancy was previously discussed with the homeowner, as TriSMART Solar is not responsible for any changes made to the homeowner's utility plan. We will continue working with the homeowner to ensure all of their concerns are addressed. Please feel free to reach out if we can be of further assistance. Thank you.  

• Initial Complaint

  02/22/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Solar panel instal. Greg ******** wanted to make sure I was safe if there was a power outage, bought me a generator that cane broken from transport. Said he wouldn’t leave it like that, picked it up and said he brought it to a maintenance company. This was 4 months ago. I was fed up, said just send me money. We agreed on half the price of the generator. He’s MIA. I get 30-40% usage out of my panels. I was not told the truth about coverage and cost. After I signed docs, they told me in 18 months, it would go up around $100. I wish I never bought these, I’m spending way more than I would without the panels, and was misled by Greg and Tyler.

  Business response

  03/15/2023

  One of our experienced customer service reps will  contact the customer tomorrow 3/16/2023 to perform a utility review. I have also tasked our customer service rep to escalate the customer concerns with his sales reps to their sales entity (Solar Dealer Network). 

*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. ↩