Complaints

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

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TriSMART Solar LLC has 8 locations, listed below.

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  TriSMART Solar LLC

  600 Northpark Central Dr Ste 140 Houston, TX 77073-6445

• 

  TriSMART Solar EL Paso

  7198 Merchant Ave STE A1 El Paso, TX 79915-1221

• 

  TRISMART SOLAR

  NA SAN ANGELO, TX 76901

• 

  TriSMART Solar

  3800 Business Park Dr Amarillo, TX 79110

• 

  TriSMART Solar

  12000 Crownpoint Ste 120 San Antonio, TX 78233-5360

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:05/08/2025

  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.

  We have a solar production system made by Enphase and installed by Trismart energy. Installed August 30, 2023. Enphase said a *** board needs to be replaced and sent it out to me to be installed by Trismart. I called Trismart on Monday May 5, 2025 to get on the schedule. I got the part on Wednesday and called again to get a technician to come out . I was told that although it has been 48 hours the scheduling team will call me when they get around to it and i cannot communicate with them directly. Today is Thursday May 8th and I still do NOT have a scheduled visit assigned for a technician to come out and replace a ********** What kind of terrible warranty service is it when you cannot call and get a technician scheduled after 4 days? And you are not ALLOWED to talk to the scheduling department. For reference, I have had over 50 issues with my system since it was installed - that is more than 2 every month!! I would like to be treated like a customer, not disrespected. Would they appreciate if they were treated this way when they need service? I do NOT believe any customer should be treated this way! Is this the standard of service for Trismart or am I being singled out?

  Business Response

  Date: 05/08/2025

  ****,
  Thank you for reaching out and bringing this to our attention. First and foremost, I want to sincerely apologize for the delay and the frustration this has caused. We understand how important it is to receive timely supportespecially when it involves a warranty repairand you absolutely deserve to be treated with urgency and respect.
  While we have been operating with limited resources, if a date or timeline was discussed or implied, we should honor that commitment. Ill be reaching out to our ********************* today to inform them of the situation and request that your service be expedited.
  We appreciate your patience, and I will personally follow up to ensure this doesnt continue to be delayed. Thank you again for your continued communication, and well work to get this resolved as quickly as possible.
  Best regards,
  ******* Del ****** ******

  Customer Answer

  Date: 05/10/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have concerns that the service will not happen as scheduled due to the delay in scheduling and clarity on technician*  I have requested Mr * ***** to come out Wednesday but Trismart was unable to give me an exact time or tell me which technician will be coming out* So I am required to take an entire day off to be there for Trismart* 
  
  [Provide details of why you are not satisfied with this resolution*]
  
  Regards,
  **** Miller 
  
   
  

• Initial Complaint

  Date:04/16/2025

  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.

  Purchased at the end of 2023. Through the first couple of months, ********** were seen. I was advised it was because of the weather. I also had to make a complaint that the sales lady lied to me regarding a discount reimbursement in which i was going to receive a check. After some back and forth and me showing them texts and emails, they sent me the money. Due to the cost of electricity, I was spending more than I was before the solar was installed. This is because they partner with *********** who uses outrageously high KWPH on their buy back plans. This literally eats up any savings I could have and makes the panels useless. I started calling asking them to refund my money and take the panels. Would always be told the same garbage that they were working optimally, and I would never receive any calls back from upper management even though they said they would call.The sales lady and company ghosted me. The credit company started blowing my phone up as I could not afford to pay hundreds for electricity and hundreds for the panels. They then called in my loan which was around $******* I have a credit agency threatening to put a lean on my home. This has to be illegal. I was sold these panels on false information from the seller. I was told I would never have electric bills or they would only be a couple of dollars. I am not running anything I don't have to. I am using less to heat and cool. I have every light now as an LED. I don't know what else to do. How can you claim to have a legal contract when lies are what got you the signatures?Now the app used to track solar productivity no longer works and the Trismart number is disconnected.

  Business Response

  Date: 04/17/2025

  ******,

  Thank you for taking the time to share your experience. We sincerely understand how frustrating this situation has been and the impact it has had on your trust in the process.

  
  We want to address a few key points you've raised:

  
  Performance Concerns: While solar production can be affected by seasonal weather conditions early in the year, its important that system performance aligns with the production estimates provided during your consultation. If you are no longer able to access your monitoring app, wed be happy to assist with troubleshooting or reconnecting your system.

  
  Reimbursement Dispute: Were glad to hear that the reimbursement issue was resolved after providing documentation. That matter should now be considered closed, and we appreciate your persistence in getting that corrected.
  Buyback Program: It's important to note that utility savings can vary based on your usage, utility provider, and the specific buyback program. TriSMART Solar does not set utility rates or control buyback structures. While we recommend providers like ****, customers are free to choose the utility that best fits their needs. We understand how a high kWh buyback rate can diminish the expected savings and would be happy to discuss other provider options.

  
  Loan and Credit Concerns: The loan agreement is between you and the financing provider, and while TriSMART facilitated the project, we do not manage your loan terms or enforce collections. However, if you believe you were misled during the sales process, and that false representations influenced your decision, we recommend formally submitting a written dispute. We can escalate this to our internal review team and, if necessary, to our legal department for further evaluation. Please note that once escalated, we do not have control over the timeline of their response.

  
  Communication & Contact Issues: We're truly sorry if you've felt ignored or disconnected. We will be reaching out to you in order address your concerns. Our customer support line remains active, and we encourage you to contact us directly at ************ or ******************************************* If you've been unable to reach us previously, wed like to confirm the correct number and ensure youre routed to the right team.

  
  We are not dismissing your concerns and want to work with you to determine the most appropriate next steps. If you are open to discussing the matter further, please respond with your preferred contact information and a good time for us to connect.

  
  Sincerely,

  Customer Answer

  Date: 04/23/2025

  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.  
  
  The response is more of the same ole *** ole kick the can down the road and blame the financial company. TriSMART lied to me. Thats the fact and they have refused to admit it. If they truly wanted this resolved, they would be beating down my door to make it right. This has not happened. They do not return calls, and its very convenient that the number on the web page does not work nor does their app. They take zero accountability for the sellers lies. If they did, I have been refunded and they would have taken the panels down when I first asked. 
  
  Regards,
  
  
   
  

  Business Response

  Date: 04/23/2025

  ******,

  We understand your frustration and are genuinely sorry that your experience has led to this level of dissatisfaction. Please know that your concerns have not gone unheard, and we want to address them as clearly and constructively as possible.
  Youve mentioned feeling misled during the sales process. If the information provided by the seller was inaccurate, that is something we take very seriously. While TriSMART does partner with third-party sales representatives, we expect them to operate with honesty and integrity, and we do not condone any form of misrepresentation. If you have documentation or specific details that support your claim, we encourage you to provide them so we can formally review and escalate the matter through the appropriate channels, including legal if necessary.
  Regarding communicationwe want to apologize if youve experienced difficulty getting in touch. Weve recently gone through a restructuring of our customer service department, and were actively working to improve our responsiveness and accessibility. You can reach our team directly at ************ or ******************************************* and we will prioritize your case.
  We understand your request to remove the panels and issue a refund, and while this falls outside of standard contract terms, we are open to reviewing the circumstances in full to see what other options may exist for resolution. The goal is not to shift blame, but to fully understand what occurred and find a path forward.
  We sincerely hope you'll give us the opportunity to properly revisit your case. Please let us know the best way and time to reach you.
  Sincerely,

• Initial Complaint

  Date:04/14/2025

  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.

  So, originally this company came to my house and the salesman said these panels would 100% cover my costs each month and I would have a $ 0 electric bill. When that did not happen, they came and installed 6 more panels. At most each month, I get a $50 credit, need about ***** more panels for it to actually deliver on their promise...Over 2 months ago, my panels started to not communicate with my Enphase box. I called Enphase and they quickly sent a new box and told me to contact TriSmart to install. TriSmart has yet to install and state," We have received your request and you are on the calendar, but due to the high volume of requests we will get to you when we can" Not acceptable considering the $40 K I have invested with the underwhelming results.

  Business Response

  Date: 04/16/2025

  *****,

  Thank you for reaching out and sharing your concerns. We understand your frustration and agree that timely service and system performance are criticalespecially with the level of investment youve made.
  We apologize for the delay in scheduling the installation of your new Enphase communication unit. Due to a high volume of service requests and recent staffing changes, our resources have been limited, which has unfortunately impacted response and scheduling times. We truly understand how this has added to your frustration, and were working to improve turnaround times as quickly as possible.
  We also want to clarify that while our Energy Consultants aim to provide accurate estimates based on your usage and system design, long-term performance can vary depending on seasonal usage, shading, utility rates, and other external factors. That said, your concerns about underperformance and expectations are valid, and we want to take the necessary steps to evaluate and support your system.
  Please know that your request is active in our system, and we will reach out to confirm the soonest available installation date. If youd like to discuss your service request in more detail or check on scheduling, you can also reach us directly at ************ or ********************************************************************.
  We appreciate your patience and the opportunity to make this right.
  Sincerely,

  Customer Answer

  Date: 04/25/2025

  [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.  
  
  
  
   
  

• Initial Complaint

  Date:03/25/2025

  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.

  We are being strong armed into a "Neighborhood Power Plant" scheme which mentions ********* as the parent company, the company threatening actions is TriSmart Solar. After speaking with **************** owners with this scheme we are no longer interested. We are being forced to proceed with threats of law suits which include an $8,000 to $9,000 fee for not installing their product. We expect to have to list this home in a bankruptcy since it will probably not be possible to sell the home once the Neighborhood Power Plant has been installed. So, just to be clear we are proceeding under duress, believing this product will immediately damage the value of the home as well as being a fire hazard.

  Business Response

  Date: 03/31/2025

  Lon,

  Thank you for bringing this to our attention. Were genuinely sorry to hear about your concerns and want to assure you that we take allegations of pressure or miscommunication very seriously.
  TriSMART Solar is committed to transparency and customer satisfaction. Our goal is never to make anyone feel forced or threatened, and we sincerely regret if your experience has felt otherwise.
  We will be reaching out to you directly to better understand the situation, clarify any agreements, and address your concerns regarding cost, legal obligations, and system safety. If you prefer, you can also contact us at ************ or email ********************************************************************.
  Our goal is to work with you respectfully and transparently to find a resolution that puts your peace of mind first.
  Sincerely,

  Customer Answer

  Date: 04/01/2025

  [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 found that the amount was less (around $2000). So since I cannot edit this case, I will close and open a new one.
  
   
  

• Initial Complaint

  Date:08/09/2024

  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.

  When the installer set up the solar breaker panel at my home, they saw that I had a Generac Generator system already in place. They failed to tell me at that time that a solar tie in had to be implemented in order for my generator to continue to function properly. And that I had to request to have it done. How do i know to request it if they didnt tell me it had to be done and requested to be done in the first place? I assumed that it would automatically be done properly with the installation. The installer moved forward with their installation, to ensure that they earned their pay, thus rendering the generator unable to properly operate when power was lost to my home. During the recent hurricane my home lost power, my generator did not come on as it did before your installer performed work on my home, and I was unable to get it to power on. Because of their oversight, I ended up incurring losses of food, and had to find other temporary shelter for myself, wife, son and three-year-old grandchild. I had a master electrician come to see what they problem with my system was and that is when I was informed of the failure of a solar tie in being implemented. He stopped at that point to ensure that nothing was done to nullify my warranty with the company. After I contacted the company about the issue, I was told that it would be taken care of. Shortly thereafter I was sent an invoice for $1100 to have the work performed. So now my generator is out of service due to their negligence. How are you going to tell me it would be taken care of, because of the installer oversight then try to charge me for it a hour later?

  Business Response

  Date: 08/20/2024

  Mr. Schinestuhl,

  Thank you for bringing this matter to our attention. We understand your concerns and regret the inconvenience you experienced during the recent power outage.
  After reviewing your situation, we can confirm that your solar system has been connected correctly and is functioning as intended. However, regarding your Generac Generator, we do not service or install generators, including any necessary solar tie-ins. The tie-in required for your generator to function properly alongside your solar system should have been handled by the contractor who originally installed the generator.
  We recommend that you contact the contractor who installed your generator to address the issue and ensure it is properly integrated with your solar system. They will be best equipped to resolve the problem and restore your generator's functionality.
  We apologize for any miscommunication and the difficulties this has caused you and your family. Our goal is always to ensure a smooth and successful solar installation, and we regret that this issue has impacted your experience.
  If you have any further questions or need additional support related to your solar system, please dont hesitate to reach out.
  Thank you for your understanding.
  Best regards,

  Customer Answer

  Date: 08/20/2024

  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.  
  
  They did not come back out to look at the system.  A master electrician friend looked at it and said they tied the generator into the system at the wrong point so that they could charge me to come and tie it into the system at a different point.  If they don't do generator tie ins then why did they try to charge me to come have their electrician come out to do it?  Look at the invoice attached that's what they tried to do.  The company is now trying to deflect all responsibility for incorrectly tying in the generator by saying they don't do it?  Yet they tried to charge me ti do it!  Do they even know what they do?
  
  Regards,
  
  
   
  

  Business Response

  Date: 08/22/2024

  *****,

   

  Our Generator Tie- is TriSMART tieing in the Solar into the *** so that solar does not back feed into the ***. And that work was already done. We noticed this before we went on site and we attempted to call you to review this concern. We apologize for the frustration and slight confusion but no further work from TriSMART can be done to make your generator work you need to go to the contractor that installed it.

   

  Best Regards,

  Customer Answer

  Date: 09/09/2024

  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.  
  
  The company is now trying to say that they do not do the work that they expressly told me had to be done and tried to squeeze 1100 out of me for on an invoice.  I being told "As soon as we receive payment we have an electrician on stand by to complete your generator tie in so it will work when the power goes out."  **** backtracking is making the company look foolishness.  I have had the work done by a master electrician who will attest that they are just trying to add another charge when it could have been done properly when the system was installed but wasn't for the purpose of adding extra chargeable work, which they tried to do.  Quot running in circles and trying to backtrack  you are making the company look foolish.
  
  Regards,
  
  
   
  

  Business Response

  Date: 09/15/2024

  Mr. ***********,
  I would like to sincerely apologize for the confusion and frustration you've experienced. We recently transitioned to a new internal system, and unfortunately, our previous notes, which were stored in a different system, did not reflect that the generator tie-in had already been completed. When we reviewed the situation and realized no additional work was needed, we promptly voided the invoice, ensuring that you were not charged. Please be assured, we would never charge you for a service that was not performed.
  I understand your concerns regarding the previous communication about needing further work and the confusion surrounding the invoice. We are deeply sorry for any impression that we were attempting to charge you unnecessarily. This situation is certainly not reflective of our companys values, and we are addressing it internally to ensure this does not happen again.
  Your feedback is important to us, and I truly regret that this experience has caused you to question the integrity of our service. We appreciate your patience as we work through this and hope to regain your trust moving forward.
  

  Best Regards,
  

  Customer Answer

  Date: 09/22/2024

  [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.  
  
  
  
   
  

• Initial Complaint

  Date:07/30/2024

  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.

  They installed solar panels on my roof in march of 2023, during the installation damage was done to my roof. When i purchased their service I was assured that any damage done to my roof during the installation would be fixed. Since then I have been trying to get them to fix my roof. THey are not responding to my request. THey have sent 2 different people to inspect my roof for damage and then they go silent. And i do not hear from them again

  Business Response

  Date: 08/06/2024

  ********,

  Thank you for reaching out and bringing this matter to our attention. We understand the importance of addressing your concerns promptly and are committed to resolving the issue with your roof.
  1. Roof Damage Investigation: We take the matter of roof damage seriously. Our team will review the reports from the inspections conducted and ensure a plan is put in place to address the damage. We will schedule a follow-up inspection to assess the current condition of your roof.
  2. Communication Gaps: We apologize for any communication delays. To ensure you are kept informed, we will assign a dedicated representative to your case who will keep you updated on the progress and next steps.
  3. Repair Commitment: We are committed to fulfilling our promise to fix any damage caused during the installation. Once we have confirmed the details, we will coordinate the necessary repairs to restore your roof.
  Our team will reach out to you within 48 hours to discuss the next steps and ensure your concerns are addressed.
  Thank you for your patience and understanding as we work to resolve these issues.
  Sincerely,

  Customer Answer

  Date: 08/14/2024

  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.  
  
  My case was submitted to Damages Manager and the Operation Manager on the 3rd of ******************************************* has been assigned to the repairs and I was notified on the 10th of August after having to reach back out to the company on the 9th. It has been 4 days since I got any type of update about the status of my case. Every time I try to get the company to honor their warranty after a few emails they just seem to fall off of the face of the earth. They have my email, cell phone number, and my work phone number and I have not heard anything from them. I would like the company to stand by their word and take quick action as my roof is damaged because of their contractors. It has been a year of back and forth with them and they were very attentive when selling me the product but now getting them to do anything is like pulling teeth. 
  
  Regards,
  
  
   
  

  Business Response

  Date: 08/20/2024

  ********,

  Thank you for reaching out and sharing your concerns. I apologize for the lack of communication and the frustration this situation has caused you.
  I will personally reach out to the ************************** to ensure they contact you with an update on the status of your case as soon as possible. I understand the importance of timely communication, especially regarding something as critical as a roof repair.
  Please be assured that I will continue to monitor this situation closely and keep you updated on any developments. We are committed to standing by our word and ensuring that this issue is resolved promptly.
  Thank you for your patience, and I will be in touch with more information soon.
  Best regards,

• Initial Complaint

  Date:07/27/2024

  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.

  Dont let these people in your home or put anything on your house they will slap the panels on send someone else to come jack up your electrical, cause damage to your property. Then never answer the customer service phone or call back when you leave a message. When I was finally able to get ahold of someone about the damage their electrician did to my property Ive just been getting the run around for the past 2 months. The electrician came to my home to mount the electrical box for the panels and just destroyed my AC in the process. *** submitted everything they ask for and still nothing. On top of that we keep getting emails about our account be canceled. then the sales *** said we would get a spare battery because of all the trouble but that aint ever happened. Nothing makes any sense with this company. SAVE YOURSELF DONT WASTE YOUR TIME WITH THSES PEOPLE BIGGEST MISTAKE OF OUR LIVES!!!!!

  Business Response

  Date: 08/06/2024

  ****,

  Thank you for bringing these issues to our attention. We take your concerns very seriously and are committed to addressing them promptly.
  1. Electrical Damage and AC Issue: We will investigate the reported damage to your AC unit and ensure that a qualified technician assesses the situation. Our goal is to resolve this matter quickly and efficiently.
  2. Communication Issues: We understand your frustration regarding communication delays. Our team will review the current status of your case and reach out to you within 24 hours with an update.
  3. Account Status and Spare Battery: We are looking into the confusion about your account and the promised spare battery. We will clarify your account status and ensure that any commitments made are fulfilled.
  Your feedback is valuable to us, and we are dedicated to making sure your concerns are addressed. Please provide your contact information or customer ID so we can expedite the resolution process.
  Thank you for your patience as we work to resolve these issues.
  Sincerely,

• Initial Complaint

  Date:07/25/2024

  Type:Sales and Advertising 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 sales person who made the sale of solar panels, told me that the city in which I reside would buy back the extra energy produced from my solar panels. I received a message from them instructing me to apply for the "buy back program" with the city of ******. When I approached the city, I was told that they DO NOT BUY Back. I have left 5 messages for a call back because I am unable to get in touch with them. I even pleaded for a call back. Nothing The only way that I got in contact with them, I pretended to be a new customer. I talked to a rep, who promised call me back after investigating. Nothing They do not answer phones.

  Business Response

  Date: 08/01/2024

  *****,

  Thank you for reaching out to us and sharing your experience. We sincerely apologize for the experience provided by the sales representative and the lack of response from our team. Your frustration is completely understandable, and we regret the inconvenience this has caused.
  We are deeply concerned to hear that you were incorrectly informed about the city of ******** buy-back program.
  We are also troubled by your difficulty in reaching our customer service team and the lack of follow-up on our part. This is not the level of service we strive to provide, and we are committed to improving our communication with our customers.
  We will escalate your case to our senior management team to ensure it is addressed promptly. Someone from our team will contact you as soon as possible to discuss your situation and work towards a resolution.
  We appreciate your patience and understanding, and we are committed to resolving this issue to your satisfaction.
  Best regards,

  Customer Answer

  Date: 08/01/2024

  [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.  
  
  
  
   
  

• Initial Complaint

  Date:07/24/2024

  Type:Customer Service 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 representative assured me that I could cancel the contract before installation without incurring any penalties. However, when I attempted to cancel, I was informed that I would have to pay thousands of dollars as per the contract terms. However it was passed off to Orange Solar being at fault. I was misled into believing that the solar panels would eliminate my electricity bills, but I continue to receive high bills each month and I can assure you we do not overuse our electricity. I now pay more for electricity + solar payments. This is even comparing day to day reports from my electricity company. The sales representative assured me that the installation of solar panels would increase the value of my home. However, upon consulting with real estate professionals, I have learned that the panels may actually decrease my home's value due to the lease agreement and potential buyers' concerns.I have made multiple attempts to resolve these issues directly with TriSMART Solar, but their customer service has been unresponsive and unhelpful. I have attempted text, email, call. While call is the best way to reach out to them hold times are very long. Once I called and got through I was just told to call Orange solar despite the contact being with TriSmart Solar I am seeking the following resolutions:Immediate cancellation of my contract with TriSMART Solar without any penalties or fees.Removal of the installed solar panels at no cost to me.

  Business Response

  Date: 08/01/2024

  *******,

  Thank you for reaching out to us and sharing your experience. We deeply regret the inconvenience and frustration you've encountered. Your feedback is important to us, and we sincerely apologize for the issues you have faced.
  We are concerned to hear that you were misled by the sales representative regarding the cancellation policy and the expected reduction in your electricity bills. Additionally, we understand your disappointment in learning about the potential impact on your home's value. These miscommunications are not reflective of the standards we strive to uphold.
  We are committed to addressing your concerns promptly. We will escalate your case to our senior management team to review the details and work towards an appropriate resolution. We will investigate the statements made by our sales representative and the issues with our customer service responsiveness.
  We aim to find a solution that addresses your concerns.
  We appreciate your patience and will ensure you are kept informed throughout the resolution process.
  Best regards,

• Initial Complaint

  Date:07/23/2024

  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.

  We started working with Trismart Solar after speaking to a couple different sales agents and being promised that our power bill would be lower than what we were paying now. We were even shown other peoples bills and what they were paying. After having the solar installed, we are paying almost $100 more every month towards our power bill / solar loan. We were completely lied too and when we reached out to the company they just said that we werent promised a specific number so there is nothing they can do. Sales agents should also not show other peoples bills where their names and addresses are showing. We have reached out to various people within the company and they either have not responded to us or dont have a resolution. It took 4 messages / calls to even have our sales *** contact us back regarding our unhappiness with our bill. Those who have responded have told us to contact our power company or switch power companies. We cannot switch companies as this is the only one in our area and they only buy solar back at one price. So again, we were lied too at this company.

  Business Response

  Date: 08/01/2024

  ****,

  Thank you for sharing your experience with us. We sincerely apologize for the issues you've faced regarding your solar installation and the impact on your power bill. Your frustration is completely understandable, and we are committed to addressing your concerns.
  We are deeply sorry to hear about the miscommunication and the delay in our responses. We strive to provide transparent and accurate information, and it is concerning to hear that promises made by our sales agents were not met. Additionally, sharing other customers' bills with personal information is against our privacy policies, and we will investigate this matter thoroughly.
  We understand the financial burden this situation has caused and the difficulty in switching power companies. We will escalate your case to our senior management team to find a resolution that aligns with the promises made to you.
  Thank you for bringing these issues to our attention. We will work diligently to resolve them and ensure that our practices improve moving forward.
  Best regards,

  Customer Answer

  Date: 08/02/2024

  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.  
  
  My complaint is not resolved because nothing has changed. We are still paying more in bills now than we were promised. Unfortunately, we do not have any faith that the last message will resolve this because of all of the issues that weve had with the company over the year have never been resolved. Ive called and emailed multiple times just to be told to call someone else will help us or to call someone else and nothing happens. I have kept all of my communications with the representatives / sales agent to show the empty promises. 

  
  Regards,
  
  
   

  
  

  Business Response

  Date: 08/14/2024

  ****,

   

  We will be conducting a Utility review and meet with **************** regarding this issue. We apologize for any experience thus far and want to find a resolution for your concern.

   

  Best Regards,

  Customer Answer

  Date: 08/21/2024

  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.  
  
  My husband and I have keep most of our communications between our sales *** and multiple customer service ***resentatives from Tri-Smart, who told us that they would talk to upper management but I was never responded back too. When I try to contact Tri-Smart, I either get false information or no one emails / texts me back. With our neighborhood being new, I wish I could recommend getting solar because a lot of neighbors are asking for our opinion and unfortunately our experience so far has been underwhelming and we feel as we have been lied too. Please let me know if you would like me to forward the correspondences that we do have as I have been reaching out for roughly a year with no help. 
  
  Regards,
  
  
   
  

  Business Response

  Date: 08/28/2024

  ****,

   

  Thank you for taking the time to speak with us and for sharing your ongoing concerns. I want to extend our sincere apologies for the lack of communication you've experienced and any misinformation that may have been provided. This is not the level of service we aim to deliver at Tri-Smart, and I regret that your experience has been underwhelming.
  We understand the frustration that can come with feeling unheard, especially when it involves a significant investment like your solar system. I want to assure you that your concerns are being taken seriously. We are committed to resolving the issues you've faced, and I will personally ensure that your case is escalated to upper management.
  I appreciate the detailed conversation you had with **** and ******** ******. Its important that you fully understand the factors affecting your utility bill and the solar production of your system. Im glad they were able to clarify these points, and I understand that your primary concern remains the high utility bill. I will be reviewing all the information you've provided, including the screenshots and correspondence that you mentioned.
  Once I have all the details, I will escalate them to the appropriate team members, including Our Senior Inside Operations Manager ****, to ensure that we address every aspect of your situation. I will also follow up with you tomorrow to discuss any updates and next steps.
  Thank you for your patience and for giving us the opportunity to make things right. Please feel free to forward any additional correspondence or screenshots to me directly. We value your feedback and are here to support you through this process.
  Best regards,

  Customer Answer

  Date: 09/04/2024

  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.  
  
  I appreciate you bringing this matter forward. Please let me know what else you need from all, everything has been emailed over. 
  Regards,
  Erin 
  
   
  

  Business Response

  Date: 09/20/2024

  Hello *********,
  
  I am writing to provide an update regarding a customer **** ****** that was previously filed with the Better Business Bureau. We are pleased to inform you that the customer's concerns have been successfully addressed and resolved to their satisfaction.

  
  

  After a review of the billing analysis we do see that the buyback plan is what is not causing your savings. 

  ******** is selling the energy at 12 cents and buying it back at 5 cents. The best buyback plan to be enrolled is on a one-for-one.

  The same rate they are selling you the energy should be the same rate they should buy it back for. Because just buying back at a half rate means the extra energy that they are not getting credit for. 

  I do recommend contacting their current utility company and confirming if they can switch to a one-for-one plan.

   

  We sent them a link to the Solar Buyback option for them to complete their research on what plan fits best.

  Customer Answer

  Date: 09/20/2024

  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.  
  
  I have not had time to respond to the email from TRI smart since it was just sent two days ago and I have had family in town. This complaint is not resolved, and it is absolutely not resolved at satisfaction towards us. This company has not done anything to rectify the situation, they have only repeated the same things that have been told to us previously. They need to take responsibility for their deceptive sales Techniques and salesman who promised rates to their customers that cannot be met. I will be responding to them separately as well.
  
  Regards,
  
  
   
  

  Business Response

  Date: 09/30/2024

  Mr. ******************** apologize for any confusion or false promises made by the sales partner. At TriSMART, we hold our partners to the same standards of integrity that we do, and I understand how frustrating this situation is.
  Unfortunately, the partner responsible for those commitments is no longer in business, which means we are unable to escalate your concerns to their management team or hold them accountable for the promises they made. Additionally, we are bound by the terms of the contract we have in place.
  While I understand this is not the outcome you were hoping for, we appreciate your understanding that energy usage can vary significantly from household to household, and it can change from year to year based on a variety of factors, including consumption patterns, weather, and grid conditions. This variability makes it difficult to guarantee a set bill.
  Thank you for your understanding.
  Best regards,