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

  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:01/26/2023

  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.

  4 years of information to list - in short we went solar with a guarantee and a promise. Each year we inquire about production issues, high bills and more. We are given an excuse each time. Our bills are higher and we have no solar benefit. Each time we reach out the company blames solar consumption on a different appliance in our home consuming it all. I have had CPS energy come and inspect my home and tell me that my solar is not producing what we were promised or told. Today I called trismart yet again and was told that they do se the issues and have heard my complaints. They said my system is too small for my home, this is why I am not seeing solar benefits. I am not getting what I paid for. They offered to compensate me $250 for lack of meeting their guarantee (one time credit). This credit doesn't even cover one month of solar or electric bill. I am literally paying for what I am not receiving. We were lied too and they installed a system on our roof that is not even half the size for my home. Our money is being thrown away bc the system is not correct. I called Enphase who monitors production. They also show low production due to install of 6 panels under two mature oak trees larger than my home. They advised me that this is why I am getting abnormal production reports. My panels will never produce what we were promised bc it is not built for it.

  Business Response

  Date: 02/10/2023

  We have looked over the account in question and to verify all the information. After looking over the proposal it states that the system was estimated to offset 67% of the electric bill that was present at the time of the consultation. Yes it is true that we did compensate you for the energy production that was not met under the 25 year production guarantee. We also she that there are increases year over year. In 2020 your consumption was 22,015 kWh, in 2021 it was 26,000 kWh, and 2022 your consumption 26,820 kWh.  

   

  While we under stand that the system is not offsetting 100% of your energy consumption and stand by the fact that it was never meant to do so. The system is producing as designed with the same exception of the missed production we are compensating you for. Our Director of Customer Service has also stated they would like to speak to give further context of the situation.

  Customer Answer

  Date: 02/21/2023

  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.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
    This is not true - in fact we are home less, consumption has not increased. Our bills are the same now with CPS energy as they were prior to solar and we can prove that. As far as compensation - funny - where. I was told 3 weeks ago we would receive a check for $250 because your guarantee pays us back 12 cents per kilowatt that YOUR system GUARANTEE in production. This has nothing to do with my consumption. The system lacks on production year after year. 1- we have never seen that check 2- it is going on year 4 and we are still fighting. First we were told it was our OLD ac consuming all production. Then we were told it was two giant oak trees that you wanted us to cut down - but it is you whom installed 6 panels underneath giant oak trees larger than my home and our HOA denied cutting the trees down. 

   

  So again, nothing has been resolved, nothing has been fixed. Our solar is not compensating 65% of the energy bill. I never said it was setup to consumer 100% of the energy bill. We knew that it would only consume a portion. The problem is that in 4 years, we have seen nothing but another bill from solar. You took or CPS rebate in our name without our knowledge and we couldn't do anything. James Stone told us year one that solar needed time to "pan out". it has been 4 years - where is the panning out. I have sent in over 6 months worth of energy bills to you as requested with not a single response from you. Even now you respond via BBB but never a call to me. You promised to call back and send my check of $250 for the guarantee for PRODUCTION PROMISE - where is that for the past 4 years!!!! 

  
  

  Business Response

  Date: 02/22/2023

  We would like a chance to review your CPS bill with you. Our production guarantee is set to compensate if your system doesn't produce what the installation agreement states.
  We performed a 36-month review based on the anniversary your system was powered on. Your photovoltaic system should have produced 34,994 kWh in that time period. Pulling the report from your Enphase micro inverters your system produced 33,614 kWh, which is a difference of 1380 kWh. The compensation for this amount should have been $165.60. 
  We will ask our account department to verify the check status and issue a new on in the event this has not been cash. We have also provided copies of you production guarantee and an export from your Enphase report for your review.
  
  

• Initial Complaint

  Date:01/07/2023

  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.

  March 11, 2022. Amount paid for service 74,870.00. Was informed solar would be up and running before I had to make payments. Then was told I would be reimbursed for payments I made witch I wasn't. They keep blaming delays on inspections and **** energy but when I talked to **** they said there work is completed within 3 business days after request from trismart is submitted and have showed me when the work order was submitted which showed me they delays were do to trismart. I want the lies to stop and the reimbursement I was promised and the job completed.

  Business Response

  Date: 01/12/2023

  Hi Danny,
  

  Our Director of Customer Service is looking into your account. We see that it has been delayed and investigating to see how got to this point. We will reach out to you via phone. 

• Initial Complaint

  Date:12/19/2022

  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.

  Purchased the system in June. Paid $15k on June 16th and the final $15k on October 22nd. The system has been 95% installed since October. They have some wiring issues to correct, and theyve been unable to get a simple permit and inspection done with the electric utility. So I have been patient for 6 months and let them have my $30k, but that time is now over. The communication has been awful after September, and they always have some excuse and finger point. I want my system actually finished and functional. I have neighbors that ordered systems elsewhere in November and they were operational in November. This doesnt take 6 months, but Ive tried to be patient.

  Business Response

  Date: 12/23/2022

  Hi Mr. ****,

   

  Our Customer service department has reviewed your complaint to see why you have had such long delay with your project. Our Director of Customer Service has also taken on your account to see who is responsible for you lack of communication and what is need to complete your project. They will reach out to you regarding your complaint. 

  Customer Answer

  Date: 01/13/2023

  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.  
  
  

  My system is still not inspected and operational. It also still has the wrong electrical breakers installed.

  
  
  Regards,
  
  
   
  

• Initial Complaint

  Date:11/28/2022

  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.

  Two complaints 1) was told my monthly payments would be 149 per month. And when I filed my taxes and submitted a tax form, if i gave all the money back towards the loan i would keep my monthly payments at $149 for the life of the loan. Not true, it looks like a balloon loan. 2) i had a generator installed and was told ahead of time I would need to have TriSmart reconnect the solar once the generator was installed, I coordinated to have them both come out on November 10th. I received no phone call, text, nor email that TriSmart had come out. I called the next day and was told I need to reschedule. They would call me. I waited for their call, one week and then called them again because no one had called me back yet. I was informed that someone had come on November 10th but the generator installation was still in progress so they left without a word. I had no idea they had even shown up! They again said someone would call me. Which again they did not! So I started calling, leaving messages and spoke with the dispatcher who tried to help me but it seemed to no avail. Finally i get a call while i am out of town that they can do it Monday November 29th. I changed my flight for 80 dollars to be back in time for TriSmart to reconnect. I was advised it would be between 7am and 12pm on the above date. It is now 3:13pm. No call or text from anyone. I did call to verify they were coming and they said I would be notified. I have not received any notifications yet. My electricity bill is $212 right now and it is not the final bill for the month. Last month bill was $62. Plus 80 for changing my travel plans. I am paying money out for something i am currently not able to use and it is costing me more money!!!

  Business Response

  Date: 12/02/2022

  Hi Barbara,

  We apologize for the miscommunication regarding your loan payment and would like the chance to clarify the information that should have been communicated by your Energy Consultant.The Residential Tax Credit (sometimes called “ITC” or “RTC”) is a 30% federal tax credit for solar systems on residential properties. As the owner of the solar energy system, you may be eligible to apply the credit as a dollar-for-dollar reduction of the federal income taxes that you owe in the year that you purchased your solar system. Depending who your system is financed with, they will allow between 16 to 18 months for you to apply the 30% federal tax credit amount to your loan. If the 30% tex credit amount is sent to the finance company within the allotted time your payment will remain the same. In the event the 30% tax credit is not sent to your finance company, they will re-amortization for the original loan amount. This should have also been provide in the finance documents when the loan agreement was signed. Did your finance company provide you with a copy of the loan agreement? 

  We also have looked into your concern regarding the generator install.When the tech arrived the generator installation was still underway and there was not a service that could have been performed. The tech should have contacted you and provided assistance or a date and time they could have returned. We can inform you that that employee has since been terminated. Our Director of Customer Service would like to speak with you regarding this situation. When would be the best time to contact you for a resolution?

  Customer Answer

  Date: 12/08/2022

  [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.  
  I am in agreement that we need to have a conversation about what transpired on and after the 10th of November. I am available after 3pm daily and if I don’t recognize the number i do not answer so please leave a message or text before you call. Attached you will find my current bill. Last months bill as well. I also included my change fee of $80 to make it back so i could be there for Monday the 28th and nobody called until 5:00pm to let me know they were not coming! I got Solar because i was told I should be able to save around 70% on my energy bill. So far i have not seen the benefit. My system is not performing at that level!
  
  
   
  

• Initial Complaint

  Date:11/07/2022

  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.

  In May 22 sign a contract to have solar panels installed was told 60 days will be up and running it has been 6 months. 79k dollar is the amount that I am paying to a loan on top of my electricity bill on the loan I was given 96 dollar a month payment for 3 years which is running and losing this time they said they will pay the 96 a month but they should be paying electricity bill due to me losing that time. They have given me the runaround they were told them they haven't even install the box's 6 months later panels only they showed up today I was told it would be finished they trismart said we they would be installed today trismart showed up said well no boxes installed he was suppose to do it said well nothing I can do and left. i was told by trismart they were suppose to install them today at this rate my loan will reach maturity before I even get solar installed. Trismart should be paying my electricity bill cause I'm loosing time on my loan they have broken every promise they have made. What I seek is my electricity bill back payed past the 60 days of promised install and future payments till they get it installed as promised and in contract.

  Business Response

  Date: 11/14/2022

  Hi Mr. *******

  We have looked over your account and see there have been some delays with ourselves and your utility company. Typically a project can take between 60 and 90 days to complete and the installation agreement you signed does state we have up to 10 months to complete your project if necessary.  Installation times are very dependent on the system components, utility, and product availability. I show that yes because your system is not on we have been reimbursing your for your monthly loan amounts. If we have not fulfilled and compensated you the correct amount for your monthly loan amount please contact [email protected] and they will assist you. I show you are awaiting an inspection for your system. Please allow our customer service department to look into this. 

• Initial Complaint

  Date:10/31/2022

  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.

  On 10/17/2022 Trismart was to come out and take the solar panels and equipment off of the house that we were selling. We were told that the holes in the roof would be fixed and that the roof would be structurally sound. Upon inspection by the buyer the roof had 48 holes in it that were not filed as well as other issues with mess metal being placed under the shingles but not tacked down or have anything to key it in place. The roof is having to be repaired by a roofer at a cost of $1250 which has come out of our pocket. When repair is completed, the invoice will be uploaded.

  Business Response

  Date: 10/31/2022

  Hi Mrs. ****,

  Thank you for submitting your concerns to us and we have looked into this. As part of the email exchange with our representative and they stated the following, "Once we remove the panels from the original home we will fill the holes with caulking from the puncture of the panels. You are solely responsible for repairing the holes with a roofing contractor as outlined in the contract."

   

  We understand your frustration and our Director of Customer Service called to discuss the situation with you. At the time you stated you could discuss it the next day being November 1, 2022. 

• Initial Complaint

  Date:10/14/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a sales rep come to my home in June of 2022 selling solar panels and their services. They installed them incorrectly and NEVER came back to finish the job nor have an electrician come to my home. I have called several times and I keep getting routed to other 3rd party people and this never gets resolved. They want to start withdrawing money from my account when they did not finish their end of the contract. I do no longer want to do business with Trismart and I feel they just took my personal information and left.

  Business Response

  Date: 10/14/2022

  Hi Victoria,

   

  My customer service team has tried reaching out to you on several occasions and has not received a response. We have attempted this contact in order to address your concerns and finish your project. Please email [email protected] and share with us the best to for us to speak and we will reach out to you.

   

• Initial Complaint

  Date:08/11/2022

  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 person had told us false information about the financing. They had me run several applications, which all I was approved, but told me there was a problem, and ran another one. They told me the terms were the same, except the % rate would vary some. After the finance company called, the terms were nothing that we talked about. The company will not respond to me. This process started early July 2022. The solar panels install has taken place. I was told I was awaiting an inspection that would take place in 2 weeks. It's been over 3 weeks now, and the company will not respond. I would like to resolve this, but I want the terms that were originally agreed. I don't want anything free, I just want the fair terms I agreed and get the solar panels working.

  Business Response

  Date: 09/07/2022

  HI Mr. **** i show that your energy consultant is a representative of ******, Inc. There is currently and investigation by them to your claims. I show that your that your permit clerk has requested your inspection and it is pending. The inspection date that was given is always an estimate based on current trends we are seeing in the inspection process and it appears that the inspection timeline has increased.