ComplaintsforRISE Power

• Initial Complaint

  03/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Entered a contract on 12/13/23 to have solar panels installed, tried to cancel on 12/26/23, representative *********************** told us if we didn't cancel he would agree to give us six months of solar panel lease payments free at a cost of $1452. The panels were installed 12/28/23 and we were told the check would arrive 5-7 business days later. We contacted him on five different occasions regarding the check with differing reasons on his part regarding why it had not arrived, the last contact was on 2/26/24 which he didn't respond to. I got online to print out a copy of the Solar Installation Agreement which has an addendum regarding the payment of $1452 for the six months of free lease payments and the online copy has no addendum, the only copy I have with that addendum is the one he sent me via text. I would like for the company to honor that addendum. My husband and I would have cancelled our agreement with Rise Power if he had not offered to pay for the first six months of lease payments, it's our opinion that he never intended to honor that contract, that it was added after we signed. We feel that the company should be liable for the amount owed us regardless of **************** deception. We don't want any legal action taken, we just want them to do what they agreed to do. The lease amount we have to pay is $242.13 per month in addition to whatever electric bill payment we might have.

  

  Business response

  03/07/2024

  ****************,

  Thank you for bringing this to our attention. We have reached out to ******* and he immediately responded back that he will get this taken care of. We will continue to follow up with him until we've received confirmation that the check has been received by you. We apologize that you didn't immediately receive your promised incentive, and will make sure and coach ******* on this to avoid future issues. Thank you again for letting us know.

  Sincerely,

  *******************

  Customer response

  03/08/2024

  I have reviewed the business response and accept this resolution. I would like to know from the company an approximate timeline insofar as when I might expect payment from ************. He's promised for two months to make sure the check is mailed to us and never followed through. I do appreciate the company's willingness to make sure this matter is resolved in an equitable manner.

  Customer response

  03/14/2024

  It has been a week since we received the response from Rise and no action on *************************** part has taken place. My son lives in ******** and he receives mail from us in three days. Could you reach out to the person who originally responded to the complaint to see if he knows what action ************ has taken and when we might expect payment. Thank you.

  

  Business response

  03/18/2024

  I have spoken with **************** directly. The sales **** ************************ sent ** the money owed to the customer directly. We are now sending her a check with a shipping tracking number. We will continue to follow up with the customer to make sure she receives the check and this issue is resolved to her satisfaction.

  Sincerely,

  *******************

  Customer response

  03/20/2024

  As indicated in the response from ****************, he did send the check and we received it via *** this date, 3/20/24. He has taken care of this matter in a timely and professional manner and we consider this complaint to be resolved to our satisfaction. Thank you for your assistance in helping take care of this.

• Initial Complaint

  02/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A STORM HAS COME THROUGH AND THE ***** PANEL IN ANOTHER LOCATION HAS LOOSEN. SUNNOVEA TAKES NO RESPONSIBILITY AND THE ROOFER AND ADJUSTER HAS CONFIRMED WITH THE **** I WAS GIVEN THAT IT IS THE ***** PANEL. I AM BEING TOLD THAT I HAVE ROOF PROTECTION BUT I WILL HAVE TO PAY TO HAVE THEM REMOVED THAT IS EXTORTION AT IT'S FINEST. I SHOULD NOT BE HELD HOSTAGE FOR GETTING REPAIRS DONE TO *******. I NEED A CALL BACK WITH A DATE THAT SOMEONE CAN COME AND REMOVE THE PANELS AT LEAST UNTIL I GET ******* FIXED, I DO NOT NEED ALL PANELS REMOVED JUST THE **** FOR REPAIRS. I AM SO TIRED OF THIS

  

  Business response

  02/12/2024

  ************-Printers reached out to us about this issue for the first time on Feb. 08, ****, after the complaint was filed. Once she reached out, we were able to get her on the calendar to go resolve the issue on Wednesday. Feb. 14. We will continue to work with ************-Printers to make sure everything is resolved to her liking.

  Thanks,

  *******************

   

  Customer response

  02/12/2024

  I was given this by my adjuster 

• Initial Complaint

  10/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  THERE IS A LEAK FROM THE SOLAR PANEL BOLTS SOMEWHERE ON THE ROOF UNDER THE PANELS PER MY INSURANCE COMPANY. RISE CAME OUT DID AND INSPECTION AN CLAIM THEY COULD NOT FIND A LEAK. CUT HOLES IN MY CEILING AND PRIMARILY WANTED ME TO REPAIR THOSE HOLES VIA MY INSURANCE THAT THEY CUT AND NEVER CAME BACK TO FIX UNTIL I STARTED QUESTIONING IT. I RAISED A STINK BECAUSE MY ROOF WAS FAIRLY NEW UPON INSTALLATION. I WAS TOLD IT WAS NOT THE SOLAR WHICH I DO NOT BELIEVE. I HAVE ATTEMPTED TO SPEAK TO SOMEONE BUT THE ONLY PERSON WHO WILL ANSWER IS ****** WHO CAN NOT GET ME ANY ASSISTANCE EITHER. I AGREED TO HAVE MY CEILING REPAIRED BUT NOW IM THINKING WHAT IF IT RAINS HARD AGAIN. I REPORTED THIS LATE AUGUST TO ***** ********* AT SUNNOVA AND *** ****** . THE OPERATATION MANAGER WAS RUDE I BELIEVE HIS NAME IS *****. I WANT MY ROOF EXAMINED AND MY CEILING FIXED AT THIS POINT. THEY EVEN CUT MY CEILING WHERE THERE IS NO PANELS ON THAT SIDE OF THE HOUSE. THE PATCH WORK THEY ATTEMPTED IS DISGUSTING AND WHILE REPAIRING IT STOOD ON MY WASHING APPLIANCE. EVERYTIME I CALL THEY MENTION MY HOME OWNERS INSURANCE , REALLY? I AM SO DISSAPOINTED AT THIS COMPANY I REALLY WANT TO REMOVE THIS MESS OFF MY HOUSE IF THIS THE TYPE OF COMMUNICATION THAT I HAVE TO DEAL WITH FOR THE NEXT 20 YEARS. THIS IS MY NEXT TO LAST ATTEMPT TO GET SOME ANSWERS WITHOUT GETTING LEGAL COUNSEL. AND JUST LIKE THE OTHERS SAID ON THE COMPLAINTS THE LIES THAT CAME WITH THE SELL OF THESE SOLARS I BELEIVE IT, BECAUSE THEY WERE TOLD TO ME AND ANOTHER PERSON THAT I RECOMMENDED WHO PURCHASED THE SOLAR PANELS AS WELL. THE COMMUNICATION IS HORRIFIC BUT I HAVE TAPED CONVERSATIONS , EMAILS AND PICTURES FOR WHOMEVER IS ABLE TO ASSIST ME AT THE SOLAR COMPANY.

  

  Business response

  02/14/2023

  Business Response /* (1000, 7, 2022/10/25) */ Contact Name and Title: *** ******, Owner/COO Contact Phone: XXX-XXX-XXXX Contact Email: ***@risepower.energy We first received notification that there was a roof leak on Ms. ******** home on the evening of Sept. 9, 2022 in an email from Sunnova, Ms. ******** finance company. We reached out to Ms. ******** on Monday morning, Sept. 12, to schedule a site visit, which was set for Sept. 19th. When our technician arrived on the 19th, he found that the area of the reported roof leak didn't have any attic access to test for a roof leak. It was impossible for the insurance company to assume that the leak came from the solar panels, without gaining access to underneath the roof area. We told this to Ms. ******** and explained that it was important to find out where the leak was coming from so we could diagnose the issue. She agreed to this and allowed us to cut a hole in her drywall. The area of the reported leak was above her laundry room in an area of her roof that was nearly flat. We performed a hose test, where we run the hose on the roof to test for any leaks in the roof penetrations from the solar system. These tests all came up negative, but it was discovered that there was a couple areas of this flat section of the roof that were not draining properly due to how shallow the roof was and the fact that the roof had normal composite shingles in an area that should have rolled roofing. Because of this, water was being drawn underneath the shingles and sitting without draining, which caused a couple different leak spots, not at the solar penetration points. We instructed Ms. ******** that she needed to call either her roofing company to inspect and determine the best repair options or her insurance company to report the damage. We did not initially repair the drywall cuts, because we knew that the roofer or insurance company would need to evaluate this area as well. Throughout. the next week, Ms. ******** called into our office multiple times, and spoke with several different individuals about fixing the drywall cuts. We again explained that she needed to have the roof inspected by her roofing company or insurance. It appeared that she understood this, but then called again upset because she said she couldn't use her laundry room with the holes in her ceiling. On Sept. 27, we ended up sending another technician to temporarily reinstall the drywall cuts so she could use her laundry room. Within a couple days, she called because she was upset that the drywall repair wasn't done correctly, which she was aware was only temporary because the roofer or insurance company would need access to inspect the area as well. We again explained this to her and she seemed to understand, but would then call within a couple days upset again. We explained to her many times that she needed to have the roof inspected and we would happily pay for the drywall repairs once the issue was resolved. She never did, and after repeated requests, we did end up sending a contractor to her home on Oct. 14 to permanently repair the drywall cuts. I'm not sure why Ms. ******** states that she couldn't get in touch with anyone at RISE power, or that our communication was poor. Our records indicate that during the last 30 days, we've spoken with Ms. ******** over ten different times. We are committed to our customers and making sure they are well taken care of. In this situation, the customer has repeatedly ignored our recommendations. We did exactly what she wanted us to do, but with much hesitancy because the underlying issue has not been resolved correctly. Consumer Response /* (3000, 9, 2022/10/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I received a call from *** explaining why I was upset. He proceeded to tell me he would investigate and contact me. He NEVER called me back or answered my multiple calls. I did speak to someone in the office a lot but no resolution so YES I continued to call. I did not agree to have a hole cut in my ceiling I was not home and my mother who was home asked them to contact me and no one did. I assume because when asked what number was called they gave me phone numbers that were invalid. Emails were invalid but were soon updated. I would have never in the first place gave permission for holes of that size to be cut in my ceiling. First they said my mom gave them permission which I know is not true and now it's said I gave them permission. I truly believe it was a communication error because I could barely understand the broken English when he was trying to explain to me . One of the holes was on a separate side of the room where no solar panels were installed so that is a lie. I then finally get some resolution to have the holes patched up and the pictures I attached totally explains why I was upset. The technician who attempted to patch up the holes did a horrible job and even while working on the ceiling took his foot and stood on top of my washer to use as a ladder and did not even apologize just smiled and said oh ok after I told him to remove his foot. ****** who called me back after I showed him the pictures of the horrific patch up job then sent someone out to fix it better which I am grateful for. Even if I need to have the roof looked at by Whomever, I should not have to walk into my home and see open holes of that size in my ceiling. Rise told me that they would send someone out to look at the roof and that never happened. Rise then told me they have attempted to contact Sunnova so that this issue could be resolved but could not reach anyone there to get a resolution . That was alarming since you both are connected with installing and maintaining the panels. So if you were providing such wonderful communication with me why has this never happened. I did tape the conversations for this very insulting response. Thank God. I only wanted what was promised and documented, now I was calling too much and over reacting per your response. Business Response /* (4000, 12, 2022/11/04) */ The customer is correct, she did speak with *** about the issue. He passed ** any information/response to ***** who has been the primary contact with the customer. We're sorry if he didn't reach out to her directly, but was assured all information had been passed ** to the customer and it was unnecessary for him to reach out directly. Not sure why the customer keeps referring to there not being a resolution in place, she states that ****** sent someone out to correctly repair the drywall, which was the resolution management came up with after ***'s conversation with her and was the customers desired course of action. This should have resolved the dispute and was completed on Oct 14. It is important to note that this resolution was not the recommended resolution from RISE power. We've stated multiple times with the customer that she needed to send someone from the roofing company or the insurance company to evaluate the roof, which is why we originally only temporarily put up the drywall pieces without finishing them. It's now going to cost the customer to pay someone else to cut holes in the drywall and repair it again. We've always told her we would pay someone to fix the drywall correctly once the roof was evaluated and/or repaired. It appears the customer may not intend on making the recommended repairs to the roof once it was discovered the solar system was not the cause of the roof leaks. The reason we cut two holes in the drywall, one directly underneath the panels and another where there wasn't any panels, was to determine if the roof was in the same condition under the panels vs. where there weren't any panels. After speaking with our operations team, they did confirm that during the initial leak evaluation appointment, they were not able to get in contact with the customer, but the Mother, who was at home, told us to go ahead and make the cuts so we could diagnose the roof leak. We apologize if this caused the customer any inconvenience. These holes were necessary to determine the cause of the roof leak, which has been communicated multiple times with the customer. Regarding the bad phone numbers and email address, these were provided to us by Sunnova after the customer called them to address the roof leak, they were not correct but this was quickly resolved. Sunnova is the lender that provided the financing for the solar system. They have a vested interest in making sure the system is working correctly and the customers issues have been resolved. Once we evaluated the leak, we submitted a report of our findings to them. They are not responsible for providing a resolution, just ensuring that a resolution is put in place. They were satisfied with our original assessment and subsequent course of action. RISE power is motivated to get this issue resolved and we believe we've done everything in our power to do this. Unfortunately, after completing our assessment we determined that the roof leak was NOT caused by our solar system and we've asked the customer to have her roofer or insurance come and look at the roof to confirm or dispute our assessment but she has not done so and based on us having to fix the drywall completely it'll be impossible for them to assess the roof without cutting new holes in the drywall. Consumer Response /* (4200, 14, 2022/11/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I WILL SCHEDULE FOR A ROOFER TO COME AND WALK THE ROOF AS PROMISED BY RISE TO HAVE SUNNOVA TO DO SO IN THE BEGINNING AT THIS POINT I TAKE RESPONSIBILITY FOR TRUSTING THIS COMPANY (RISE) THE RED FLAGS WERE THERE AND IGNORED VIA MYSELF UNINTENTIONALLY. ONCE THAT I HAVE A ROOFER COME ASSESS THE ISSUE I WILL GO FROM THERE BUT WE ARE FAR FROM OVER THIS IF THE SOLAR SYSTEM HAS CAUSED THIS ISSUE WHETER YOU WANT TO TAKE RESPONSIBILITY OR NOT. TO BE CONTINUED Business Response /* (4000, 16, 2022/11/21) */ Thank you for doing that. Please let us know how the roofing assessment goes. We are committed to making sure your issue is resolved and you are happy with the result. I look forward to hearing from you soon.

• Initial Complaint

  07/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently had a project finally completed by RISE Power in May 2022. Since then we had a couple of heavy rain showers and I noticed a water leak develop in my dining room. The leak is located under an array of Solar Panels installed by RISE power. I also had a new roof put on with the solar panels. I called the roofer who came out to inspect the roof and stated the leak appeared to be originating from under the solar panels, but he could not inspect the roof because the panels need to be removed. I notified the company on June 28 and spoke to Laura at the main office. She requested I email pictures to her of the damage, which I did. Two weeks went by with no response from the company. I spoke to them again on July 18 and spoke to Laura again. She stated she would notify the service department. I received a call from Laura on July 19 and she stated that the sub contractor who services the San Antonio area has not reached out to them to let them know when they can come out and inspect my roof, she added they would let me know as soon as they hear back from them. I also called Ben who is the President of the company and left a detailed message and have not heard back from him. I believe three weeks is more than enough time for RISE power to address this issue. I would like the leak located and repaired before my house sustains more water damage.

  

  Business response

  09/14/2022

  Business Response /* (1000, 7, 2022/08/08) */ Yes, we have been aware of this situation. The roof leak was fixed on July 28th. We are still in the process of patching the drywall. We have been in consistent communication with Mr. *******. Our delay right now is that we're working to find a contractor to make the drywall repairs. We will update once that happens.

• Initial Complaint

  03/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2020 I had Rise Power install solar panels at my home. Their crew damaged part of the roof over my patio, which caused it to leak and the wood under to rot. I contacted several people at the company, and informed them of the problem. They even had a supervisor come look at it. They assured me it would all be fixed, and the only thing they did was send 2 crews 2 different times to check on it, and one person to replace a couple shingles. The wood underneath is still rotten and falling apart. I brought it to the supervisors attention again in February of 2022, and he assured me someone would come out. A month later no communication or anyone coming to fix the problem.

  

  Business response

  04/14/2022

  Business Response /* (1000, 5, 2022/03/21) */ This project was initially completed in June 2020. After reviewing the project notes, the customer had requested that we install solar panels on an existing patio cover. We did so, but it appears that there was already some damage to the patio and wood on the patio underside before installing solar panels. These pictures are attached. In hindsight, we probably should've had the customer repair the patio cover before we installed the solar system, this was our mistake and we are willing to make it right. I spoke with our operations manager and he has been working with the customer since December 2021 to coordinate the repair work. It did take the roofing contractor a while to get everything together for the job, but it was completed on 03/12/2022, pics of new roof and replaced patio underside are attached. It appears that the issue has been resolved. If not, please don't hesitate to reach back out to us so we can make it right. Sincerely, RISE power Team

• Initial Complaint

  12/01/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was misled into thinking if I just file a different form, the tax credit for the EV charger and installation was a guaranteed 30% (see attached text exchange) which was the deciding factor in my getting it even though I don't own an EV car. There was no qualifier or warning that it was only a potential tax credit that we could qualify for. No one reads the fine prints on their contracts, and this was a definitive answer from the rep that we relied on. My current tax projection shows we don't qualify, so I'd like to be refunded the tax credit we were told we'd get.

  

  Business response

  02/24/2022

  Business Response /* (1000, 7, 2021/12/27) */ After reviewing the complaint, going over the information provided in the complaint, and speaking with the sales rep. I cannot find any evidence of any type of misconduct from the rep or company. The rep has always been communicative to the customer and answered all questions/concerns in an honest and direct way. I'm attaching all of the text communications between the sales rep and Ms. **** so you can understand the entire context of the conversation. It does appear that at one point the customer may have misunderstood the rep, but she was quick to correct the misunderstanding. We did install an EV charger, because the customer instigated a conversation about them, the sales rep assumed they either already had one or wanted to get one. We do not pay any type of commission to our sales reps for EV chargers, so there isn't any reason to add one unless the customer really wanted it. As you can see from the reps response to Ms. ****, she tried to help clarify the issue with her, but was met with some resistance. Please let me know if there's anything else you need from us. Consumer Response /* (3000, 9, 2021/12/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I'm sorry, but it's in black and white. I asked if I WILL receive a tax refund for the ev charger and she said YES 30%. I don't see how you can explain that away. Business Response /* (4000, 11, 2022/01/07) */ I've gone back and looked through the communication. It appears that our Sales rep responded to your question asking if there was a tax credit for EV chargers. She told you yes, and explained how that tax credit works. I don't see anything where she promised you would get that credit. It's impossible for her or us as a company to know what you qualify for. Each persons tax situation is so different. I would recommend that you speak to your tax professional. The solar tax credit can roll over, whereas I'm not sure if the EV charger credit can roll over to the next year. You could see about not taking the full solar credit for 2021 so you would qualify for the EV credit and then in 2022 use your remaining solar tax credit. This may allow you to take full advantage of both credits. This is only a suggestion, one that you'd need to speak with your tax professional about. I understand your frustration, we want to establish a long-term, positive relationship with each of our customers. There are certain things that are beyond our control, but do know that we are hear to help you understand these items and are more than happy to schedule a call to review any questions or concerns you may have now or in the future. Consumer Response /* (4200, 13, 2022/01/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) From the sales rep who was so knowledgeable about the tax credit that she told me the solar credit was "a non-refundable credit that could only offset my tax but could be carried forward", I don't understand how she could turn around and answer "30%" to my question "WILL (my) the EV charger get the same 26% credit" without qualifying it by saying it's "up to" 30% or "could be" 30% which would have sowed doubt that it wasn't a sure thing. You know your excuses will not hold up in court, and I plan to file a lawsuit in the near future. As a lesson to your marketing, anyone who gets a large tax credit for solar most likely WILL NOT qualify for the EV credit because it's calculated based on the difference between the net regular tax (which that large credit affects) and a minimum tax. I can figure out how tax works, but she answered my "WILL" question without qualifying/warning which would've caused me to do more research before making the purchase decision. I will see your company in court.

*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. ↩