Complaints

• Initial Complaint

  08/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In October of 2021 I brought to the companies attention that my solar panels were not functioning. It was not until January 5, 2022 a technician came to my home and indicated that the solar panels were functioning, however a part in the inverter needed to be replaced so that I would be able to monitor production. The part was to be shipped to my home and installed by the technician. To date, the part still has not been received or replaced. Since the visit from the technician, there has been no solar panel production. I have sent several emails and left numerous voicemails and the company has not provided a response.

  Business response

  11/04/2022

  We have reached out to Enphase to get an update for the repair part for the manufacturer defected motherboard. Once we hear back and the part is delivered. We will get the installation scheduled and installed. 

  I reached out to the customer and left a voicemail. I also sent a text message and email asking them to return my call. Please see below. We are currently waiting for Solar edge the manufacturer for a status update. Unfortunately this is a manufacturer defect and the shipping of the part is out of our control. We will continue to provide the homeowner weekly updates on the status of the part. I have also CCd the customer in this email for transparency. 

  Customer response

  08/31/2023

  Complaint: 17702883
  
  I am rejecting this response because: First off, back in October of 2021, my ability to monitor solar panel production was impacted. Your company sent an individual to resolve the issue and they identified that the motherboard needed to be replaced. To date, that has still not been resolved. I have noticed increases in my utility bills which resulted in me contacting the energy company on July 20. They informed me that my solar panels have not produced since January of 2023. Please advise on what can be done to get the solar panels up and running. I did send an email to your customer service and called to leave a message but have not received a response. In addition, please provide status on the motherboard replacement.
  
  Regards,
  
  *****************************

  Business response

  09/15/2023

  I would like to extend my sincere apologies for the extended duration it has taken to address the customers concerns regarding their solar system. We understand the frustration this situation may have caused, and we are committed to resolving the issue as swiftly as possible.
  
  To provide some context on the situation, the issue with ***************** motherboard originally stemmed from a discrepancy in the delivery address, as indicated by Solar Edge, the manufacturer of your solar system. We contacted ***************** to discuss this matter, and she informed us that the delivery had not been received at her address, contrary to Solar Edge's records. Subsequently, we liaised with Solar Edge and initiated the process to escalate ***************** case to a different department to seek approval for a replacement of the motherboard.
  
  We maintained regular communication with Solar Edge, following up on her case each week until we received approval for the second replacement. Once the replacement was approved, we advised ***************** to get in touch with us as soon as the new motherboard was delivered.
  
  At this point, I am reaching out to Solar Edge to inquire about the status of the replacement motherboard and to investigate why her system remains non-operational. We are committed to ensuring that her solar system functions as intended, and we will continue to work diligently with Solar Edge to resolve this matter promptly.
  
  Rest assured that we will keep ***************** updated once we receive a response from Solar Edge and can provide feedback on the progress. We understand the importance of having a fully operational solar system and the inconvenience this situation has caused the customer.
  
  In the meantime, if you have any immediate questions or concerns or if there are any updates on your end, please do not hesitate to contact us directly at ************. Our customer satisfaction and peace of mind are our top priorities.
  

  Customer response

  09/18/2023

  Complaint: 17702883
  
  I am rejecting this response because: The issue of my solar panels not functioning was not addressed or resolved. 
  
  Regards,
  
  *****************************

  Business response

  10/02/2023

  Dear Better Business Bureau,
  
  I trust this message finds you well. We wish to provide you with a crucial update concerning a case under your purview.
  
  We have successfully established communication with a representative from Solar Edge to seek clarity on the status of the motherboard replacement. An issue has arisen regarding the delivery address for this replacement. It has come to our attention that the motherboard was inadvertently shipped to an incorrect ********** that we did not provide. We want to emphasize that our standard protocol involves requesting replacements to be delivered to the homeowner's address, and we did not furnish an incorrect address to Solar Edge.
  
  In our pursuit of a resolution, we sought documentation from Solar Edge to corroborate this situation. Regrettably, they were unable to supply the requested documentation. However, they have acknowledged the error and have commenced the process of dispatching a new motherboard to the correct address. We have also updated the homeowner regarding these developments.
  
  Additionally, we wish to inform you that Solar Edge has expressed their belief that the motherboard may be at the core of the ongoing issues affecting the functionality of the system. They anticipate that once the replacement motherboard is installed, they will be in a better position to provide a more precise assessment of the situation in regards to her system being offline at the moment.
  
  Attached to this message, for your records, you will find a transcript of the chat conversation I had with the Solar Edge representative.

  Customer response

  10/03/2023

  Complaint: 17702883
  
  I am rejecting this response because: The issue has not been resolved. 
  
  Regards,
  
  *****************************

  Business response

  10/19/2023

  Hello,
  
  I have been assisting **************** directly in addressing her complaint. I am pleased to inform you that she has received her motherboard from Solar Edge. As part of our resolution process, I have also communicated our service call policy to *****************
  
  Currently, I am actively working on scheduling a service call with one of our technicians to address the installation. I would like to assure **************** that her concern is a priority, and I am dedicated to resolving it as soon as possible.
  
  By the end of the business day this Friday, I will provide **************** with a confirmed date for the service call. This will ensure clarity and transparency in our communication and scheduling process.

• Initial Complaint

  08/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a very expensive solar system that was installed in Nov. of 2019 by Standard Eco. We recently discovered because of our electric bill that our solar system is not functioning correctly. We have been trying to contact someone from the Standard Eco to get a Technician/Installer to come out and/or call us but no one is responding. We just keep getting the run around when someone does answer a phone or e-mail. We can see it's more than an inverter/cell card/zigbee problem. We would appreciate any help on getting our system repaired.

  Business response

  09/21/2022

  Regarding ***************************, we spoke with SolarEdge and found out that service was affected due to 3G discontinuation, we advised ******************** that he needs to upgrade to 4G to have it fixed. We spoke to the homeowner again yesterday and he advised that he tried to fix ************ himself. We are waiting for him to confirm he has the right part so that we can schedule a time to be onsite. We have been in touch with the client, however, we had not responded to the BBB. We apologize for the delayed response. 

  Customer response

  09/22/2022

  Complaint: 17669750
  
  I am rejecting this response because:Standard Eco never responded back to us when said the suppler ,CED Green ***** wonder why us the homeowner was trying to figure out what part was needed to upgrade our system. So they tried to e-mail Standard Eco about the parts but they didn't respond to them either. On July 28 we talked to ***** and she said she would talk to tech team and help us. After that we stopped getting any help at all. After talking to many other resouces (that would answer their phone) that the inverter could be hardwired to our router and eleviate the need to switch to 4G which we did with help from a electrician. All of this still is not doing anything to fix the problem at hand which is getting our system running and the only way that can happen is to have a technician on site !!
  
  Regards,
  
  ***************************

  Business response

  11/18/2022

   We spoke to the customer originally when the complaint was filed. The cell modem was discontinued with SE due to their contract ending with Tmobile. Solar Edge is not replacing these cell modems with new modems. They are requiring the customer to purchase a new one. We called ******************** to advise on the cost of the new cell kit and the cost to install it. However Mr. *************;denied the service and said he would purchase the part and install it himself. This is not a standard eco complaint , as the customer stated he would be doing the service on his own. SE was not providing a replacement part. Standard Eco offered to complete this service to the customer at cost. This is not a workmanship nor a standard eco issue. This is affecting all SE customers, not just Standard Eco customers. We are unable to service a customer who is unwilling to accept our services.

• Initial Complaint

  07/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I noticed that the phone and computer app that displays the energy collected from our solar system was not working around the middle of June 2022. Digging deeper I noticed that the inverter was not communicating with the app. I went through the steps to reboot the communication system several times without success. I called the number I had on July 15, 2022, ***************) and told the receptionist my problem. She transferred me to customer service, which was an answering machine that said to leave your information and the problem and they would contact me within ***** hours. I never received a phone call back. I repeated this process on the 21st, 22nd, 24th, and 29th without receiving a call. I also emailed the company on the 29th of June 2022 ********************************************* again never received a reply. All I want is for them to come out here and fix the problem. The contract was signed on 4/23/2019, the system became operational on and off sometime in 08/2019. Thank you for your time and support,**************************

  Business response

  09/06/2022

  I have spoken to **************. I am currently on the phone with Solar Edge to further diagnose the issue. I informed ************** that his issue was related to his communication. I informed him that it could possibly be his cell kit being affected with the 3g. I informed him that since he does have wifi at his residence, I would recommend a zigbee where the communication would be through his personal internet and the less expensive option as well. I have sent him the model number that he can purchase at his local CED. He was satisfied with the resolution. I informed him that since this past week I have had difficulties getting Solar edge on the phone for more than 3 hour holds. I asked him to give me until Tuesday since Monday is a holiday to get a diagnosis from SE to advise if he should proceed with purchasing the zigbee. I have provided him with my direct number as well. 

• Initial Complaint

  07/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I signed a contract on 9/30/2021 for Solar installation on my home with an estimated completion date of 11/15/2021. The panels were installed on 12/30/2021. The Solar panels were installed on 12/31/2021 but have not been turned on yet. Every time I call them I get a different answer to when it will be finished. They claim they are waiting for someone from their office to come and install the final meter and turn the power on. I have had 4 different dates and times that someone was to come and do this final step. I have had to make 3 payments on the system that is not even working,

  Business response

  09/21/2022

  I spoke with ************************* this morning, we advised her that we will be at her residence on Saturday between **** am to get the information needed to set up her monitoring. We have been in touch with the client, however, we had not responded to the BBB. We apologize for the delayed response. 

  Customer response

  09/26/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *************************

• Initial Complaint

  03/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I entered into an agreement with Standard Eco in May 2019 to have solar panels installed. The solar panels were installed October 2019. Since having the solar panels installed, I have had the same two problems with no resolve. I have also never received a hard copy of the contract that I have asked Standard Eco to send to me as I have limited computer knowledge. Every time I have asked for a copy to be sent; I am told they will get one in the mail. In November of 2019, my roof began leaking where the solar panels were installed after it would rain. I immediately contacted the company and was told they would send someone down to fix the problem. No one ever came. I continued contacting the company monthly regarding the leak in my roof. Every time I would call, I would be directed to someone else. I would always be told someone would call me back within ***** hours. No one has ever contacted me. This has been going on now for 2 years and 4 months. The leak in our bay room and enclosed front porch has gotten much worse and has caused a good amount of damage to my home. The other issue I am having, has to do with the state rebate payment. I was to receive in the amount of $10,000. In the contract I was to receive this within 6 months after the solar panels had been installed. I still have not received the state rebate payment. *************************** the utility coordinator had sent me an email on April 30,2020 stating the rebate had been successfully submitted. I emailed Devyn October 29,2020 asking for an update on the state rebate. I never heard anything back. Prior to this email and to our current date, every time I contacted the company, I was told nothing had been done due to Covid or someone would call me back. My wife and I are seniors on a fixed income and the incentive payment was a major factor in us entering into the contract. My wife has asthma and we are now concerned there will be mold growing in the home from all the water damage.

  Customer response

  03/25/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***********************

• Initial Complaint

  03/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have purchased a$40,000 solar system from Standard Eco that is not working or saving me money on my utilities. I have been trying to contact someone at the company via phone and email for over 2 years, and as of this date no one has responded back to me. Im frustrated because Im making payments on a system that is not functioning properly.

  Business response

  04/05/2022

  I have reached out to the Homeowner and had advised that our Project Manager will be servicing his system on Monday the 11th. Homeowner was satisfied with the result. Please let me know if you have any questions.

  Customer response

  04/08/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *************************

  Customer response

  04/20/2022

  Complaint: 16887342
  
  I am rejecting this response because: I am rejecting the resolution that was previously offered by Standard Eco Solar to come and repair my solar system. The reason I am requesting an opening of the complaint is due to Standard Eco not honoring the commitment they submitted to the Better Business Bureau. They are not responding to my calls or voice messages. 

  
  
  Regards,
  
  ***********************

  Business response

  04/28/2022

  Hello **************,

  My office has reached out to you to inform you that a service call has been schedule for Tomorrow 4/28/2022. My **************** Specialist *****, has provided you with her direct number as well as the Main customer service number to voice your questions and concerns.

*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. ↩