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

  3800 Business Park Dr Amarillo, TX 79110

• 

  TriSMART Solar EL Paso

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

• 

  TRISMART SOLAR

  NA SAN ANGELO, TX 76901

• 

  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:07/22/2024

  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.

  TriSmar Solar installed my solar panels 9/2022. Since then I have not see any difference on my electric bill as the solar production is very low. I have in contact with them back and forth as they don't acknowledge the issue. On June 3, 2024 they finally emailed stated that they updated the design and waiting for approval. My response to them is YES coz I been waiting this for so long. But disappointing enough, I thought that they will help alleviate the issue, they ended up wants to sell me more panels. On my contract they stated an estimated solar production per year but this is not met. The production is super low and I truly believe that they miscalculated the number of panels they installed.

  Business Response

  Date: 08/01/2024

  ******,
  Thank you for bringing this to our attention. We understand your frustration regarding the low solar production and the impact on your electric bill since the installation in September 2022. We apologize for the inconvenience you've experienced with our service and communication.
  We have forwarded your concerns to our ***************** for further investigation. They will review your case to ensure that the solar production meets the estimated values stated in your contract and to address any potential miscalculations in the number of panels installed.
  Your patience and understanding are greatly appreciated. We are committed to resolving this issue and will keep you updated on the progress.
  Best regards,

  Customer Answer

  Date: 08/01/2024

  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.  
  
  Hello BBB,

  This has been their thing, they looks like they are trying to help but ended up selling more panels. Like I said from the very beginning, I agreed to all their troubleshooting, nothing was found faulty with the solar. The panels are not enough and I truly believed that they miscalculated production of a 12 panels solar.

  
  Regards,
  
  
   

  
  

  Business Response

  Date: 08/06/2024

  ******,

  Thank you for bringing this to our attention. We want to ensure we thoroughly explore all options to address your concern. Therefore, we will reach out to the Director of Design to get a second opinion. We appreciate your patience and will keep you updated on any progress.

  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.  
  
  I attached here a copy of a production reading that I requested from the monitoring company "*******".

  This is a 2023 and 2024 production reading that I have presented to TriSmart as well. PRODUCTION IS NO EVEN CLOSE TO WHAT 'S STATED ON MY CONTRACT!

  They never acknowledge this document and keep on doing their BS tactics. Sorry for my language but YES they just pretending to help but I been here complaining since they installed my solar.

  
  Regards,
  
  
   

  
  

  Business Response

  Date: 08/20/2024

  ******,

  Thank you for sharing the production readings from ENPHASE for 2023 and 2024. We acknowledge the production guarantee stated in your contract and understand your frustration regarding the discrepancy in the actual production versus what was promised.
  At this time, we are awaiting a response from our design team to further investigate this issue. We assure you that we take your concerns seriously and are committed to finding a resolution. Our goal is to ensure that all our customers fully enjoy the benefits of their solar investment.
  We apologize for any inconvenience this has caused and appreciate your patience as we work through this matter. We will keep you updated on any progress and will be in touch as soon as we have more information.
  Thank you for bringing this to our attention, and we are committed to resolving it.
  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.  
  
  DESIGN TEAM AGAIN? Have you seen all of my previous emails and tickets? 

  This issue already go through your design team and a several technicians who came and check the solar.

  But you guys ended up just selling me more panels. Again see the attached files. 
  
  Regards,
  
  
   

  
  

  Business Response

  Date: 08/28/2024

  Mr. ************** want to extend our heartfelt thanks for your patience throughout this process. We sincerely apologize for the length of time it has taken to reach a resolution.
  As we discussed, we have thoroughly reviewed your account and, to ensure we meet our contractual obligations and address the issue of low production, we have decided to add an additional 5 panels to your system. We are confident that this will help improve your system's performance and provide you with the energy savings you expect.
  Thank you once again for your understanding and cooperation. We appreciate your trust in us and are committed to making this right.
  Best regards,

  Customer Answer

  Date: 08/29/2024

  Better Business Bureau:
  
  This letter is to inform you that TriSMART Solar LLC has carried out to my satisfaction the resolution it proposed for my complaint, filed on 7/22/2024 and assigned ID ********.
  
  Regards,
  
  

• Initial Complaint

  Date:07/21/2024

  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.

  The solar product was mis represented.. ie solar panels dont actually run your house if you dont have a battery and more than one battery is needed. We were told after the fact the battery was on back order and now they are saying we dont have enough solar panels on our roof. **************** at ********* said its not their issue and Vivint solar stated its not their issues. We spend $36,485.95 for solar that is useless

  Business Response

  Date: 07/23/2024

  Ms. ***************** you for bringing your concerns to our attention. We apologize for any inconvenience you have experienced with your solar system installation.
  We will be contacting you soon to review your concerns in detail and to work towards a satisfactory resolution. Additionally, we have reached out to our Energy Consultant, ****, to understand how the system was sold and to clarify any miscommunications that may have occurred.
  Your satisfaction is important to us, and we are committed to resolving this matter promptly.
  Thank you for your patience and understanding.
  Best regards,

• Initial Complaint

  Date:06/28/2024

  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.

  TriSmart Solar has completely ghosted us after paying for their system. They refuse to support it and refuse to contact us. Their system is 100% not worth it and completely fake. Their promises are lies.

  Business Response

  Date: 07/11/2024

  Mr. Polk 

  We apologize for the delay in our response. Due to the recent storm, we are gradually catching up on all cases. Please be assured that we have escalated your case to our upper management team and are currently awaiting their feedback.
  Thank you for your patience and understanding.

  
  Best regards,

  Customer Answer

  Date: 07/11/2024

  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.  
  
  All of our issues are from over a year ago.  The storm as an excuse is a BS answer as it didn't happen a year ago.
  
  Regards,
  
  
   
  

  Business Response

  Date: 07/19/2024

  Update on Current status this Issue:

  We spoke to Mr. **** and reviewed the warranty policies for 3rd party batteries, emphasizing that any modifications outside of TriSMART Solar will void the warranty. We also discussed the roof leak, and he has a scheduled visit on July 23, 2024.

• Initial Complaint

  Date:06/06/2024

  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.

  Good afternoon, I have had trismart solar for the last 2 years. When I signed up with the them the sales person advised me that the solar panels were covered under warranty for physical damage. Their website claims the same thing. I had a hail storm come through my area and physically damaged one of my solar panels. I have tried to contact trismart via phone, but got no response. I've left several voicemails and still no response. I've received one email stating that the physical damage wasn't covered, that I would have to pay out of pocket for repair/replacement. I attempted to contact someone in customer service and advised them of what the sales person and website told me it was covered, but yet no response.

  Business Response

  Date: 06/13/2024

  Mr. ****,

  Good afternoon. We sincerely apologize for the difficulties you have encountered while trying to resolve the issue with your solar panels.
  We appreciate your patience and would like to address your concerns regarding the warranty and the damage caused by the recent hailstorm. Based on your account, it appears there was a misunderstanding regarding the coverage of physical damage under our warranty.
  As a gesture of goodwill and in full compensation for any inconvenience you have experienced, TriSMART will offer a one-time courtesy replacement for the damaged solar panel. Please note that moving forward, you will be responsible for any future weather-related damages to the solar panels, in accordance with the warranty agreement specified in the Installation Agreement.
  We are committed to resolving this matter promptly and ensuring your satisfaction with our services. Our team will reach out to you shortly to arrange the replacement of the damaged panel.
  Thank you for bringing this to our attention and for giving us the opportunity to address your concerns.
  Best regards,

• Initial Complaint

  Date:06/06/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our Solar system which has been bought right out is underperforming in production. I have been calling customer service daily since May 21 st. 2024. After 20 to 30 minutes being on hold customer service representative keeps telling us we will call you back soon, many even told us within a 2 hour period. No one has ever called us back. At point we even got an appointment for someone to come out on May 31 2024 but of course no one showed up, neither were we contacted of an appointment change. Sine then we continued to call on a daily basis which always results in we will call you ******* this point it is getting ************* probably is an easy fix if someone would just come out to the house. We have had solar system before at a different location with different company and never received such bad customer service.Everyday ********************** isnt productive we pay out of own pocket for electricity. So I would like reimbursement for that but mainly getting it fixed.I would appreciate help. Thank you.

  Business Response

  Date: 06/13/2024

  Good afternoon. We sincerely apologize for the issues you have been experiencing with your solar system and the lack of responsiveness from our customer service team. Your experience does not reflect the standard of service we strive to provide, and we understand your frustration.
  We are committed to resolving the underperformance of your solar system as quickly as possible. To address this matter, we will prioritize sending a technician to your location by [specific date, if available] to diagnose and fix the issue. You will receive a confirmation call to finalize the appointment details.
  Regarding the reimbursement for the electricity costs incurred due to the system's underperformance, we will review your account and provide a fair compensation for the additional expenses during this period.
  Please accept our sincerest apologies for the inconvenience and poor service you have encountered. We appreciate your patience and understanding, and we are committed to making this right.
  Thank you for bringing this to our attention and for allowing us the opportunity to resolve it.
  Best regards,

  Customer Answer

  Date: 06/13/2024

  [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:05/06/2024

  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.

  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

  Date: 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

  Date:05/01/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/27/23, I welcomed a Trismart sales person, ***, into my house to tell me about their solar product. I was on the fence about solar but *** then mentioned an electric company they partner with, *******, that pays 25 cents per KWH for energy produced by my solar panels while only charging 16.9 for energy used. Once I agreed to getting solar, he signed me up that day for the Chariot plan. With this plan and the number of panels I got, I should never have to pay an energy bill again. I got my first bill and I my energy bill was bigger than it was before I had solar because they had only bought my solar produced energy at less than 2 cents per KWH. I contacted *** and told him and he told me to signed up for a different plan and wait for 3 months to see if I could see the benefits of solar. I did that and was just as displeased as before because now I am paying about the same in energy as I was before AND have a solar payment. I let him know how unhappy I was and we went back an forth via email about me saying I was lied to about the plan and him telling me I should have gotten more solar panels (which doesn't make sense if I am trying to save money). Nothing happened with that conversation so I wrote a 1 star review. Trismart customer service then contacted me a few weeks later and asked me to explain what happened. I did and they apologized and told me that *** didn't even work for the company and offered to pay for two of my solar payments if I changed my 1 star review to a positive one. I agreed, updated my review and waited to hear back from them. After 10 days, I started to do my own investigating and saw ***** Linkedin profile shows he works at Trismart and his email is "@**************************". I told them I will no longer accept two solar payments since they are just lying to me AGAIN. I want some accountability for the lies they have told me and I want what I should have had based on what I was told about the energy company... NO ENERGY BILL.

  Business Response

  Date: 05/13/2024

  Mr. ********** style="color: rgb(34, 34, 34); font-family: Arial, Helvetica, sans-serif; font-size: small;">
  I wanted to follow up on our call earlier today regarding your recent experience with our sales partner, Limitless. Firstly, please accept my sincere apologies for any inconvenience or frustration this situation may have caused you. It's crucial to us that our customers receive the highest standard of service, and I regret that your experience fell short of our expectations.
  
  To clarify, while Limitless operates in partnership with TriSMART, they are an independent entity and do not directly represent our company. We hold our partners to the same standards of integrity and transparency that we uphold ourselves, and I assure you that we take your feedback seriously.
  
  Regarding your specific concerns about Mr. ****** ********, please note that he is not employed by TriSMART Solar as a salesman. We appreciate you bringing this matter to our attention, and we are investigating it further to ensure such issues are addressed promptly.
  
  You mentioned during our conversation that you have proposed two potential resolutions to address the situation: a refund of $1,800 or the installation of an additional 2-3 panels to your existing system. I want to assure you that your options are being carefully considered, and I will be presenting them to our upper management for review.
  
  I anticipate having an update for you by Tuesday, May 14th, 2024, following our internal discussions. In the meantime, please do not hesitate to reach out if you have any further questions or concerns. Please contact us at ******************************************************************** or call us at ************. We are committed to resolving any issues you may have and ensuring a positive experience with our services.
  
  Thank you for your understanding and patience throughout this process.
  
  Best regards,

  Customer Answer

  Date: 06/06/2024

  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 has agreed to add 3 panels to my roof. As long they follow through, I agree that they have corrected the issue.

   

  Thanks, 

  ****

  
  
  Regards,
  
  
   

  
  

  Business Response

  Date: 06/13/2024

  Mr. ******,

  is scheduled for an installation on June 19, 2024, to add the three panels we agreed upon as a concession to resolve his previous experience with TriSMART Solar.

  Customer Answer

  Date: 06/19/2024

  Better Business Bureau:
  
  This letter is to inform you that TriSMART Solar LLC has carried out to my satisfaction the resolution it proposed for my complaint, filed on 5/1/2024 and assigned ID ********.
  
  Regards,
  
  

• Initial Complaint

  Date:04/22/2024

  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 paying for new roof and solar my insurance was cancelled as they did not certify my panels or roof. To this day my roof is still not filed as certified and I overpaid. They say they escalate, however now they need to re roof in order to be insurance compliant. They do not care about the fact that Im paying for this, do not solve the issue,The roofing company contracted is a drug addict and did not comply with myself or ********** for hiring this company to do my roof. (Colt butcher) and has released him Bieber all these complaints on the roofing company are on file with Tri smart. Not only do I not have home insurance because of their negligence, they do not re roof and absorb the costs because they lack compassion to solve the issue. Even the CEO and VP OF OPERATIONS knows yet Ive waited 2 years paying them for something they cannot get into my insurance compliance I want out. I want all my money back. They are scammers and not even in compliance with what they offer.

  Business Response

  Date: 05/07/2024

  Mrs. ********,

  We sincerely apologize for the inconvenience and frustration you've experienced regarding the certification of your roof and solar panels. Your concerns are of utmost importance to us, and we are committed to addressing them promptly.
  Upon receiving your complaint, we have initiated an immediate investigation and are reaching out to our partners to verify if any documents were overlooked during the certification process. Our goal is to rectify this issue swiftly and ensure that your property meets all necessary insurance compliance standards.

  
  Regarding the roofing company contracted for your project, we take allegations of misconduct seriously and will investigate the matter thoroughly. Your feedback regarding the contractor named Colt ******* is deeply concerning, and we will take appropriate actions to address this issue.

  
  Please rest assured that TriSMART is fully aware of your situation, and we are dedicated to resolving it to your satisfaction. Your trust and satisfaction are paramount to us, and we are committed to making things right.
  We understand your frustration and assure you that we are actively working to find a resolution. We value your continued support and patience as we work through this process.
  
  Thank you for bringing this matter to our attention, and we appreciate the opportunity to address it.
  Sincerely,

  Customer Answer

  Date: 05/10/2024

  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 has known about this since October of 2023. They have not addressed anything to resolve the matter. They are in breach of contract and have not been contacting me as I have to leave messages and notes and emails and they state the CEO AND VP OPERATIONS KNOWS and they still dont do anything!  They say the same thing they replied in writing to BBB. I want out of this as I pay premiums lost coverage, dont have any documentation of new roof and WPI8 certified. They are non-compliant and Im paying for something I have no records of and they will not re roof the house as they know about colt butcher. All that they state is false. 2 yrs 8 months later they have not resolved the matter.   
  
  Regards,
  
  
   
  

  Business Response

  Date: 05/20/2024

  Mrs. ********,

  We have spoken to TDI and are looking into a post-construction inspector to see how we can find you a resolution. We apologize for the length of time this has take and can assure you we are attempting our best to get this completed.

  Thank you,

  Customer Answer

  Date: 05/30/2024

  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.  
  
  Since it will now be 2 years post construction of the roof NO inspector will make this possible as by law there has to be a post inspection by 6 months after completion.
  i  have sent this via email as well as verbally to ******* Del MAR and asked for her boss and he has never contacted me either. 
  

  the only solution is to re-roof my house as this was your contractor and shady business dealings that has resulted in infractions of non compliance to my roof. June 1st of this year marks the start of hurricane season. As this roof does not exist, if damages are incurred I do not have insurance on this 2022 roof!   Im positive your company will not pay up if a storm comes and its not registered WPI8 certified. 
  

  you need to re-roof. Period. I paid for a roof that doesnt exist on behalf of your company contractors ************ who never responded to my calls, texts, etc.  and your company told me you have been in contact with him. Yet nothing is done. Tri smart is responsible for this mess. Do your due diligence and re roof as it is not possible after 2 years to post inspect via THE LAW. 
  
  Regards,
  
  
   

  
  

  Business Response

  Date: 06/05/2024

  Mrs. ********,

  we have found a post-construction inspector that is available to complete the inspection we are waiting for a quote for services.

  Best Regards,

  Customer Answer

  Date: 06/10/2024

  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 company has not sent me this notification via email or called to resolve. I do not believe they will follow through as stated previously per the letter of the law in regards to post construction of a re roof, you have only 6 months after completion for compliance in WPI8 Standards. 
  
  Regards,
  
  
   
  

  Business Response

  Date: 06/13/2024

  Mrs. ********,

  I have followed up with the contractor to see the status of providing me a quote for the inspection. 

  Best Regards,

• Initial Complaint

  Date:04/01/2024

  Type:Billing 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.

  Owner and Saleaman Robert ******** promised to pay The First 9 Months of Our Contract. We called and emailed him with Statements with No Response. This was Total Mis Information on The Company's behalf. They never told us there was a Seperate Deposit to Our Light Company . We was told we would have No ELectric Bill and we still have one. Poor Communication. This is unacceptable as a Buisness,especially Robert ******** is the Owner.

  Business Response

  Date: 04/11/2024

  Mr. ******,

  I hope this message finds you well. I am writing to request the removal of a complaint that was posted. The complaint was submitted and pertains to an experience with our company, TriSMART Solar.
  The complaint alleges that "Owner and Salesman Robert ******** promised to pay The First 9 Months of Our Contract" and makes various other claims regarding poor communication and misinformation. However, I would like to clarify that Robert ******** is not associated with TriSMART Solar in any capacity. He is not a salesman nor the owner of our company.
  It seems there may have been a misunderstanding or confusion regarding the individual involved in this matter. We take pride in our commitment to transparency and excellent customer service, and it's important to us that any complaints or reviews accurately reflect the experiences of our customers.
  Upon thorough investigation, we have determined that the information provided in the complaint is inaccurate and does not reflect the experience of the individual with TriSMART Solar. Therefore, we kindly request the removal of this complaint from your platform to prevent any further misrepresentation of our company.
  If you require any additional information or documentation to facilitate the removal process, please do not hesitate to contact us. We appreciate your attention to this matter and your cooperation in ensuring the accuracy of information available on your platform.
  Thank you for your prompt attention to this request.
  Sincerely,

  Customer Answer

  Date: 04/12/2024

  This Complaint is a Valid Complaint and it's Irronic that Mr ******** has contacted my Husband Robert ****** since this Complaint.both Robert and myself Ina G ****** is on the Loan wirh Leapfrof that Tristar set us up with.

  I do not have access to my Husband's email as I am at work.

  Once their Obligation is Fulfilled, I will consider removing my Complaint. 

  Ina

   

  ************ 

  Business Response

  Date: 05/02/2024

  Ina ******,

  Thank you for bringing your concerns to our attention. We sincerely apologize for the inconvenience and frustration caused by the miscommunication regarding your contract terms and the arrangement with your electricity bills.
  Upon investigating your complaint, we have taken immediate action to rectify the situation. We have spoken with Mr. ******, who clarified that the cosigner was the individual who authored the negative review. Mr. ****** assured us that the agreement indeed included the provision for the company to cover the first nine months of your light bills.
  We are pleased to inform you that our partner have initiated the necessary payments to your light company as per our agreement. We understand the importance of clear communication and strive to ensure that all future interactions are transparent and concise.
  In light of these developments, we kindly request that you update your review to accurately reflect your experience with the sales company. Mr. ****** has assured us that he will inform his partner about the clarification regarding our company name.
  Once again, we apologize for any inconvenience caused and appreciate your understanding in this matter. Should you have any further questions or concerns, please do not hesitate to contact us directly.
  Best regards,

• Initial Complaint

  Date:01/20/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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,