ComplaintsforUniversal Green Group

• Initial Complaint

  07/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I reached out to the owner of Universal Solar Systems about my Solar Panel not producing to full capacity as a result my bill has gone up. He told me that my overall usage has gone up. I don't know how if nothing is changed so I called COSERV they are going to do an audit on the account. However I have a monitoring that was provided to us by Universal Solar System to verify if the system is working properly based on the layout. on 07/27/2022 I informed the owner that the system is not producing to full capacity. He told me system is working as expected. So I monitored all day on 07/28 and send owner different screenshots that system is not working properly or producing. Now he is telling us that someone shutdown the system manually. Why would we do that and we don't even know how to do that. I went outside to ask him how do we check he told me to check the lever and verified lever is ON. Now he is telling somehow the monitoring system is not reporting it correctly. I feel this is becoming a painful process when they sold us the system we were provided with 10 YR service warranty for anytime the system or the panel is not working as expected. On the receipt is clearly states 25 YR Solar Panel and micro Inverter or power optimizer, Universal Solar 10 YR labor. I requested the owner to send someone to check the panel to make sure they are working properly. He keeps saying to call coserv, or solar edge instead of having a technician come and look at it. He wants to charge me to send someone to come and take a look even though it is under warranty period of 10 YRS. I bought the system from Universal Solar therefore I want the company to follow up and make sure system is working as expected. I don't have time to be calling all different companies to get an answer. If they don't honor their warranty I want Universal Solar to take back their system and pay for the roof repair. For 2 months in a row my bill has been really high

  

  Business response

  12/30/2022

  Business Response /* (1000, 5, 2022/07/29) */ walked customer through his bill and spent 40 minutes explaining his bill, credit and how his usage is higher then previous 2 years. Customer doesn't understand why his usage is higher. Advised customer to contact COserv to figure out why his usage is higher. Solar company do not have insight why usage will be 4 time higher then previous year. Most of our customer is seeing it because of current heatwave in texas. Customer wants to visit his site, but there is nothing we can do to reduce his consumption at site. Customer is monitoring system on hourly basis, but solaredge doesn't pull data consistently so advised to wait till 48 hrs before seeing loss of data. As of today we monitired and his data is showing online as expected. No further action item is required. Consumer Response /* (3000, 7, 2022/08/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have been monitoring my system still showing that panels are either not producing or to full capacity. As per my conversation with Hamel the owner he asked me to monitor my system and send email back to them which i reported today 08/04/2022. If you can please send someone to take a look at the panels to make sure they are working as expected. I called solaredge again and they are telling me their system is working as expected. In addition, I have also called COSERV and they said they are showing what is being received. I have asked them to do an assessment. Which leaves your company to company and find out why my panels are not producing to full capacity. Let me know when you are sending someone so I can be here with them. Regards, Business Response /* (4000, 15, 2022/10/20) */ Our technician has been personally on phone with customer and have gone over each and every parameter of solaredge inverter and optimizer. Current and voltage output is accurate. Customer is complaining because his bill has been high this summer. We have advised that due to continuous heatwave of 2022 summer in DFW area, everyone is having super high consumption along with higher electric price of Coserv his bill is high. Customer bill has been reviewed as well. So far no issue with customer solar system.

• Initial Complaint

  07/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  June 30th Universal installed an LG solar battery at our house and left. I arrived within an hour and the battery was dead zero lights and not working i started calling and emailing Universal. They would not respond. I emailed June 21st, 22nd, 23rd,25ty, 28th also calling NO Response. Universal calls on the 28th to tell me OUR breaker box was flipped this was not true and a 5 minute phone conversation was all it took to know this we also rebooted the battery on his request and a light came on the battery for a few seconds before again being dead, it had power from our house. That is 7 days wasted by them so far. Universal then said it was because the serial number had to be entered on the monitoring system i told them that did not make sense because you cannot monitor a battery that is turned off. anyway he entered to serial number said he would get back to me after watching it and DID NOT get back to me. June 30th he arrives and now says its 2 blown fuses he leaves for the store where they will be ordered and says he will be at our house July 5th to install the fuses. He DOES NOT show up call or email. He never updates or contacts us until July 13th to say he's coming to fix it. He arrives to say the store never ordered the fuses, do you see how long between each contact with us is as well as the fact he never even checked if the fuses were there when he was supposed to bring them July 5th as the solar battery is dying on our garage wall? July 14th he calls to say he knows what store has the fuses he will pick them up that day and arrive the next day July 15th to install them. Hope you are sitting down, he never shows up he never calls he never emails and we have heard nothing from him since the battery is now at 2% and has never worked for one month - please help getting a working solar battery on the wall of my garage thank you. Pictures are the current charge and the battery with zero lights for 1 month and at this time

  

  Business response

  10/26/2022

  Consumer Response /* (2000, 16, 2022/09/19) */ I heard from the business. it's resolved please close Thank you ***** ********

• Initial Complaint

  03/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We purchased a solar system from Universal Solar (US) June 2021. At the time the work was completed, we paid in full and were told our project was complete. In December 2022 we were contacted by Distributed Generation via our electric provider TriCounty (TC) that all of our permits and applications were not filed by US. We were told to immediately shut off our system or face fines and permanent disconnection from TC. It is now mid-March 2022 and Universal Solar has become unresponsive to our situation, in needing these applications in order to use our solar system. I have called the business directly, and have sent multiple emails to Corey the Operations Manger, Moses the Sales person, and the Info email listed on the website. I am not getting any response from US. I called the installer asking if he could help move this along and he said he was working on another project out of town and "would get to it when he could get to it". I told him our system has been off since December, he said that I need to contact the office to see if they could do something about it.

  

  Business response

  06/03/2022

  Business Response /* (1000, 7, 2022/04/08) */ As of now this issue is resolved. Sometimes it's out of pur control, specially dealing with small utilities like Tri Valley etc. They have rule set that doesn't concur with city requirement. It took us while but issue between city and utility is,resolved. Consumer Response /* (3000, 9, 2022/04/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) At this point, we have not received confirmation that the system has passed the electric companies inspection. The installer had to come out repeatedly to satisfy the code requirements of the electric company. We have been without our system now for 5 months - (during winter nonetheless). Our home is exclusively electric and have experienced a significant setback due to Universal Solar's lack of understanding the solar requirements for this area. My confidence in the system is absolutely dismal. Business Response /* (4000, 13, 2022/05/19) */ Work is complete for this customer. Finally Utility has turned service on.

• Initial Complaint

  10/25/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We had solar panels installed from Universal Solar Systems and on paper they had showed all details of production and estimated bill after the install and was told it would nearly wipe out the bill. It has been 6 months now and i have seen lower bill but it is still almost the same as without having solar panels. I have reached out to the company several time and no response from the company. They said system has warranty yet they don't respond to service request. I would like to take action against company to come to resolution. I plan to also file a class action suit if i don't hear from company.

  

  Business response

  12/16/2021

  Business Response /* (1000, 5, 2021/10/27) */ Contact Name and Title: Moses ******* Sales Rep Contact Phone: XXX-XXX-XXXX Contact Email: *****@universalsolarsystem.net Mr. ********** I must start by expressing our sympathy with your situation. However, I would like to address your concerns. First, our technician has tried to reach back to your calls and wasn't successful. There was no message left on your end to explain what the problem is or and you never requested a specific service call, so we have no way of knowing what your issue is. Nevertheless, now that your complain reveals what the problem is. I would like to state that your solar system was designed at 9.14KW, and at the moment, your system has over performed what we projected it to produce. Please see the screen shot (attached doc) of your back end recorded system production (lifetime production is at 10.03). Secondly, you complained that solar did not significantly reduced your cost of energy bill... I would like you to know that you are being serviced by COSERVE electric, and the sad thing is that they DO NOT credit you for the excess solar your system generate. For that reason, your cost isn't impacted, this is what I have gone through with your brother. Unless COSERVE changes its practice which we do not have control over, the homeowners will continue to lose credit from energy generated from solar. Now this is a problem most homeowners have with companies like COSERVE. Please look through your electric bill, you will notice credit from solar but is not applied towards your cost, and that's the reason your cost stays about same. Alternatively, if you can email me the copies of your electric bill, I will be more than happy to go over each line to show you what I mean and where the problem is. It is not from our end because as we can see, your solar system is functioning perfectly as designed. You can also log into your solaredge backend portal to monitor your system to verify and if you have any problem, please feel free to reach out or send me an email: *****@universalsolarsystem.net

*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. ↩