ComplaintsforC.A.M. Solar, Inc.

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've tried calling and sending emails only to have the same outcome which is no response. Have had issues with this company before with no communication and lack of customer service. They (Cam *********************** installed a second solaredge inverter which is the one I have right now and only after 9 months the inverter isn't communicating with their solar edge app. the unit from what I understand should have a solid green light and a solid blue light. Blue light indicates inverter is communicating with solar edge monitoring system. This is not the case the only light that is solid is the green light.

  

  Business response

  07/02/2024

  We do show that ********************** called in yesterday and emailed in over the weekend. We are closed during the weekend and are working on the service tickets in the order that we receive them. His system is currently working and has been working. We have had a large number of calls come in over the weekend due to an alert that SolarEdge sent out.

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  System was installed in 2017. I have had the communication board replaced 3 times since and now the same issue is occurring again. CamSolar wants to charge me a diagnostic fee to troubleshoot this reoccurring issue.

  

  Business response

  06/12/2024

  I did speak with the customer today and explained that his communication board is covered under warranty with the manufacturer. There is a charge for labor or a site visit but the manufacturer will cover sending a replacement part. I attached a copy of the customer contract to show that he has the manufacturer's warranty and the standard goods labor warranty, which only covers labor on manufacturer good's for 6 months after permission to operate. 

• Initial Complaint

  03/14/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We first noticed that some of our panels stopped producing in April of 2023. Notified CAM solar and have an email dated May 1, 2023 that they had opened a ticket. They identified the problem as a broken micro inverter, and said it was covered under warranty and they would replace them. They then became incredibly difficult to get a hold of and rarely, if ever returned phone calls. If we happened to get someone on the phone, we received various excuses. More micro inverters failed. More excuses from CAM the few times we actually spoke to them. Excuses ranged from the supplier sent the inverters to the wrong CAM address and got returned to sender, people on vacation, people leaving and incorrectly closing the ticket, to the wrong inverters sent, back to the wrong address again! They would promise someone would call back, no one ever did. Theyre almost impossible to get ahold of, and when we do manage to speak with someone they never deliver on their promises. The last time I managed to speak with my contact, she told me the inverters were delivered to the right address but she wasnt sure if ours were in the shipment. I asked her to find out. She put me on hold. I was on hold for 40 minutes before it got cut off. I called back and left a message. She didnt return my call or multiple subsequent calls. Its now almost a year since we first opened a ticket, 8 of our panels are not producing, and no one from CAM is helping. Meanwhile we are continuing to pay on our solar loan but also have sky high energy bills since our 8 highest producing panels arent working. The failure rate of the microinverters is also a lot higher than what they led us to believe, and the fact that the ones attached to the highest producing panels is suspicious. We want a plan for quickly replacing the parts we need, installing them promptly, and clear communication from CAM. If the specific micro inverters we have are too hard to find, we want suitable replacements that are in stock.

  

  Business response

  03/14/2024

  We did open a case with AP system for the original 2 replacement parts( 00177076) , which have been taking 7 to 9 months to get. They did ship their replacement parts out but to the wrong address and we are working on getting them re-sent out. During this time the other 2 parts did  go out, in which another case has been opened (  00240738   ).  We will get them scheduled once we receive the parts.
  
  

• Initial Complaint

  02/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have paid them for a warrantied service to replace the inverter and get the solar panels/system up and running. It has been weeks already and they have yet to repair the system. This is under warranty. I have paid them to put a ticket in and they continue to waste time. I am paying n electric at full price when Ive paid them to fix this system.

  

  Business response

  02/16/2024

  We do have your service ticket in the queue and we are getting to it as quickly as possible. We are currently about 3 to 4 weeks out. It looks like we will getting to yours in the next few days. Thank you for your patience. 

  Customer response

  02/16/2024

  Complaint: 21300143
  
  I am rejecting this response because: it has been more than three to four weeks and I have spent nearly ****** in electricity because the solar panels are not working. Id like this to be fixed as soon as possible as everything is under warranty and Ive paid for this service to be completed. 
  
  Regards,
  
  *******************************

  

  Business response

  03/26/2024

  ************************ inverter  was replaced on 2/29/2024 and everything is working as it should be.

• Initial Complaint

  02/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had solar panels for 5 years that were installed by cam solar. The inverter on that system stopped working some time in July/August. There was some back and forth between me and cam solar, but we finally came to an agreement about what I needed to pay so that the inverter could be replaced. I paid this amount December 20, 2023. I email cam solar to specifically let them know that payment had been made, but almost 2 months later I am still waiting for my inverter to be replaced.

  

  Business response

  02/27/2024

  We did receive this customer's replacement inverter from ************************** back in Sept 2023 but the customer never approved the labor to swap the inverter. We sent a last attempt letter and had sent the inverter back to SolarEdge. The customer did pay to have it swapped after the inverter had been sent back to SolarEdge, so we are currently working on getting it send back to us. We will get them scheduled as soon as possible.

  Customer response

  02/27/2024

  Complaint: 21286552
  
  I am rejecting this response because:

  I approved the quote of $350 on October 17,2023 and then I had to send an email on November 7, 2023 to cam solar employee because I had not received any information from them. On November 9,2023 this employee finally sent me an email with an invoice to be paid on that very day.  Another email was sent to me on November 13, 2023 telling me payment was already 4 days late. I was not very happy about that. I was sent another email on December 18, 2023 that if payment wasnt made the inverter would be sent back to solar edge. Payment was made on December 20, 2023. Due to their delays in customer service, I DO NOT believe the inverter was ever sent back. I will call solar edge to determine if they actually sent inverter back. 
  
  Regards,
  
  ***********************

  

  Business response

  04/09/2024

  We are still working on getting the inverter sent back to us from SolarEdge. I attached the chat transcript with SolarEdge. We are having trouble getting it from SolarEdge since it was returned. I went refunded the payment that was made for the work until we can get the replacement part back.

  Customer response

  04/11/2024

  Complaint: 21286552
  
  I am rejecting this response because: I spoke to solar edge (parts distributors) and was informed that the inverter was not returned to them as cam solar had stated.  
  
  Regards,
  
  ***********************

  

  Business response

  04/30/2024

  I understand your frustration. We deal with the same issues when dealing with SolarEdge. This is not the first time this has happened. We have sent them the *** tracking receipt for the returned inverter. They have agreed to send the replacement inverter. I attached the *** tracking number and the email.

• Initial Complaint

  01/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Solar panels have been installed (2019) with a 25-year warranty. There has been an issue with one of the power inverters. After many attempts to get in touch with CAM Solar's support, I was finally able to someone on June 27th, **************************************************************************** within 48 hours to get additional information or schedule a technician. No one called me. I tried calling back multiple times but there was never an answer. I received another email update on July 5th, 2023 referencing a customer service ticket number ************ and stating someone would be reaching out to me soon. I haven't heard a single thing from CAM Solar since. No one answers the phone or returns messages. There is no way to view or update said customer service ticket. According to my ********************** panel reports, I've only been collecting about 3/4 of the solar energy I should be due to this inverter issue. The issue has been present for nearly a year and I'm sure is costing me valuable energy I could be saving. The product warranty appears to be an absolute scam. I've seen dozens, possibly even hundreds, of others claiming the same thing. CAM Solar needs to stand behind their warranty and provide customers with support for failed products!

  

  Business response

  01/29/2024

  ******************** had another company remove and replace his solar PV system during the time the inverter was having issues. We did let ******************** know that we could get his inverter replaced for him but there would be a charge since he voided his labor warranty. (Per section 8.5 a.1 of his contract) We sent him a quote and we are just waiting for the approval.

• Initial Complaint

  12/20/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  There was a hailstorm at my house the end of September. I started calling on Sept 29, 2023. Left a number of messages and never received a callback from anyone not even management. Finally I got ahold of someone in the *********** office at the end of November. They said I would have to pay $359 for someone to come out and check them out. I told them I had pictures of the damage but they didnt care. So on Dec 4the I paid the $359 for the service call. Nobody has contacted me even after many calls to that office and them saying they would get back with me. Still no callback or email letting me know when they would be out. The worst customer service and managed company I have ever dealt with.

  

  Business response

  12/20/2023

  ***** did call in but we were told that she did not know how many panels were damaged. She approved the quote to have a tech come out because she didn't know how many were damaged. We sent a tech out yesterday to check all her panels and the report is attached and signed quote.

• Initial Complaint

  12/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My complaint is like all the other complaints about getting the SOLAREDGE inverter replaced after paying $500.00 to CAMSOLAR. My inverter issue started approximately five weeks ago when I noticed my inverter was not producing electricity. I called Camsolar various times to get my inverter replaced. Today, 12 Dec ************************************************************************ they would call when they get around to it. I called solaredge today and explained my issue with Camsolar so they gave me names of qualified electricians to complete the work. I have called Camsolar twice requesting the inverter and the $500 refund.

  

  Business response

  12/11/2023

  ****************** did reach out to us on 11/22/23 to let us know that his inverter was not working. We did get his inverter replaced through SolarEdge. His inverter arrived at the office on 12/4 and we are scheduling as soon as we can.

  Customer response

  12/12/2023

  Complaint: 20990708
  
  I am rejecting this response because: Camsolar has failed to schedule my installation and do not seem to have any type of schedule. I want my $500 and inverter so I can schedule an electrician to install the inverter instead of waiting and losing money because my solar system is not producing electricity 
  
  Regards,
  
  ***********************

• Initial Complaint

  10/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contacted Cam Solar in January about my solar system's inverter issues. After paying for their service on January 12th, I received no response until June. In August, they sent a technician who fixed one issue but never returned. My system continued to show problems. I opened a new service ticket on October 18th, unwilling to wait another six months for resolution. My system, less than four years old, causes a financial burden. My electricity bills turned from credits to a $300 bill due to energy transmission issues. Cam Solar's limited office hours worsened the experience. This essay highlights the need for better customer service and timely issue resolution. As of today I am paying a full electricity bill with a poorly functioning solar system attached to my roof that I have no resolution for.

  

  Business response

  10/25/2023

  Yes, ************** did reach out to us at the beginning of January. One of his inverter was not communicating, we did send a tech to his home in January to replace the cell modem to get the communications back up. He did contact us again at the end of June and we did let him know that his communication on one of his inverters was down. We did replace the communications board in August and then he called in September to let us know that he is getting a optimizer error, which we have opened a case with SolarEdge to get a replacement. Once we receive the replacement we will get him scheduled.

  Customer response

  10/25/2023

  Complaint: 20778423
  
  I am rejecting this response because: ten months with minimal communication to update a warrantied customer about an issue that is costing them more money, on a high end purchase over ****** dollars. No attempt to explain to a clearly patient person what the situation is. I need action. A when we get it without further recompense is unacceptable. This is costing me money and time. This system is less than 4 years old. I need this fixed. No one even came out and did a comprehensive analysis on what is even wrong. Your piecemeal method of approaching this repair is guaranteed to fail me in the end. 

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

  

  Business response

  03/13/2024

  We have responded to every issue the customer has called in for. He had multiple issue over the past year but they have all been resolved and his system if working as it should be. 

  Customer response

  03/17/2024

  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 for now, but the new Power Optimizer is actually still acting up occasionally. I definitively can tell it's working, but I don't think it's consistent. This is the message I just got in the past 24 hours. Please reach out to me, I think you guys have my contact info. I definitely appreciate you coming out the one time however.
  
  Regards,
  
  ********************************* PharmD

• Initial Complaint

  10/03/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Cam solar has refused to return my calls. Ive called them twice about the same issue with the inverter not working anymore. After reading other responses on here about customers having the same issue as I do with the inverters not lasting more than 3-5 years. This seems to be a problem they refused to acknowledge and take ownership of. Very shady on this companys part being that I paid them well over $18,000 for something I was almost guaranteed would last me ***** years. I will make it clear to them that I dont have a problem with getting my lawyer involved if they refused to cover all cost knowing this is widespread issue with their inverters. They need to cover the cost of repairs and what ever parts are needed to fix this issue including labor. If they refused to I will fight this in court and get the ftc involved. I will not set back and allowed this company to continue business if they can not guarantee their work.

  

  Business response

  10/03/2023

  ********************** did reach out to us over the weekend and on Monday evening. We did respond to him and let him know that we have opened a case with SolarEdge for this inverter.

  Customer response

  10/04/2023

  Complaint: 20688796
  
  I am rejecting this response because they claim they are too busy at the moment and are supposedly waiting for a response from solar edge in regards as to what to do next. Again I repeat my self and say that they know the inverters are faulty and yet they still continue to use them. I should not have to go a month where my panels are useless because this company wants to take shortcuts and save money so that they can make an extra buck. *** already stated that this issue should be taken care within a timely matter and for cam solar to cover the cost of the replacement inverter and labor. If they can not do this I will start a class action lawsuit against them for continuing to allow their shady practices. This is not right and as a consumer I should not have to be mistreated by a company who has millions of dollars but yet dont care about the customer. They will treat you right during the installation process but once they have your money they ignore you and make you wait forever to have their faulty equipment fixed. 

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

  

  Business response

  10/04/2023

  We do not sell SolarEdge any longer because of the issues that we have had with them. We are submitting your warranty claim for you with SolarEdge, since that is who the warranty is with. As per your contract, the labor is the responsibility of the buyer 6 months after permission to operate, which had expired in 6/2018.

   

  Customer response

  10/04/2023

  Complaint: 20688796
  
  I am rejecting this response because you telling me that by submitting a warranty claim through solar edge, that ultimately I will end up with another inverter from them which again will be faulty and the end result will be the same. This makes no sense, being that you stop using them and now you want me to pay the price. You guys need to accept responsibility for this mishap and install an inverter that you guys use now, not one that will come from solaredge. You guys are cutting corners. Im sorry but this kind of response will only give your company a bad rep. ** seems to me like you dont care because you already have my money. We can play hard ball on this one all day long. I know my rights as a consumer and I promise I will not give up without a fight. 
  
  Regards,
  
  *****************************

*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. ↩