ComplaintsforC.A.M. Solar, Inc.

• Initial Complaint

  09/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We used CAMSolar to install our panels approximately 5 years ago. Last year, they they notice an issue with our solar panels unbeknownst to us and they where amazing in coming out to fix it. We have since been recommending this company. Fast forward to now September 2023 we get an electric bill that's $400 apperantly our solar panels have not been producing for a month!!! We have been trying to no avail to get someone to talk to, to help resolve this issue and it's crickets. We have tried all modes of communication and they all say the same thing 24 to 48 hours but no one is calling. Are they out of business? Someone surely has to know something? We are just asking for them to honor their warranty service, and stand behind their veteran own and operated mission statement of providing the highest quality care and understanding the value of caring for their customers.

  

  Business response

  09/26/2023

  This is our busiest time of the year. We have reached out regarding your service request and we are waiting for a response back. We are not able to view your system so if you would please let us know the issue we would be more than happy to help. Thank you.

  Customer response

  09/26/2023

  Complaint: 20607917
  
  I am rejecting this response because:

  They have not reached out. This is a typical automated response. Seriously, If I knew what was wrong with the system don't you think I would have said that? I am not a solar panel expert. Again,  I don't know what is wrong with it. What I do know is that I have solar panels that aren't working as I had to pay over $400 for my electric bill when I use to only pay $50-75. You don't want your BBB rating to fall but truth is if you're trying to leave ***** to focus on Colorado at least don't leave your clients hanging to dry. 

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

  

  Business response

  09/26/2023

  We did reach out and we were told that you had someone look at the system and that you had replaced the fuses but they keep popping. Based off what we were told we let you know that it sounded like the ** disconnect need to be replace and we sent you a quote to replace it since that is not a part under warranty.

• Initial Complaint

  09/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I cannot get a call back from anybody at this company in regard to what needs to be done to have the panels removed and reinstalled for a a new roof. I have been calling for weeks and nobody will respond to me. If the roof is not replaced then it will become a health and safety issue that this company will be responsible for. The roofers will not remove the panels without the solar company approving the vendor to take care of that.

• Initial Complaint

  09/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There has been no customer service since what appears to be around March 2021 I used CAM SOLAR to do my initial install back in 2012 and have had service (pre-covid). Several components are still under warranty and requires service.In the past I have been satisfied with their service. Since early Aug 2023 I have been trying to get service for a faulty panel or inverter and there is absolutely NO response from them. I have submitted four requests over the course of about a month with zero response. I started pushing the answering service for another contact number and she hung up on me.

  

  Business response

  09/05/2023

  We do apologize for the delay in getting back to you. We have had a large number of service calls and we are trying to respond to them as quickly as possible. We have opened a case for the microinverters with Enphase for you. Once we hear back from them we will update you.

• Initial Complaint

  08/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have tried to reach out to this company multiple times over the last month with no success. I have emailed every single email I could find online for cam Solar. I have also called every single number listed for them with no luck. There is an answering service who just leaves a message and they say somebody will contact you back in ***** hours. Which nobody ever does. Im wondering if they are even in business anymore?? I need assistance with solar panels that are on my home, purchased through Cam Solar. I need somebody to contact me asap regarding this issue

  

  Business response

  08/29/2023

  We review our call logs and didn't see a voicemail from the customer or a message from the answering service from this customer. We also do not have this customer listed in our database. We did try to reach to see how we can help.

• Initial Complaint

  08/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I'm getting notification through Enphase that I have "Low Solar Production". I've taken all necessary steps to try and resolve the issue with no success. The final step is to contact the maintainer which is Cam Solar. They sent me a Contract for service, which I DocuSigned in early July. I've sent several emails requesting an approximate date for service, their hourly rate and the Owner's Manual that was promised in the Solar Contract I signed for installation of the system. I keep getting their same standard responding email stating not to call as that will only delay your service. I understand they're extremely busy now but I still deserve a guesstimate for service. I'm patient when I receive proper contact but in the meantime, my electric bill is rising, defeating the purpose of the system I'm paying for. It's been over a month and still have no idea when the appointment will happen which I believe is highly unprofessional. I had similar problems with them after signing a contract for a Backup battery. They had decided they had under bid the cost of the job and sent me another contract at a higher price. Again, unprofessional and I didn't sign. They did an excellent job with the installation of my solar but it's all been down hill from there. Kind of sorry I did business with them when there are other companies a lot more local than them with excellent reviews.

  

  Business response

  08/09/2023

  We were out there today to evaluate this customer's issue. This is our busiest time of the year and we are currently about 3 to 4 weeks out on scheduling. We are working through the service tickets in the order we receive them. Thank you.

  Customer response

  08/14/2023

  Complaint: 20443403
  
  I am rejecting this response because: Cam Solar, my system listed "maintainer" did little to nothing to solve my current solar problem nor was I given a written diagnosis of the problem with the approximate amount it would cost for repair. After an hour or so, the tech's solution was having ************** reset my system and if that didn't work to call the agent for my home owner's insurance. Kind of shakes your confidence in the product they sold me. I emailed my Cam Solar contact for more information. She said she would inquire and get back to me but so far nothing. Their response on the BBB portal was they're extremely busy and they handle service requests in the order they're received. My question is - busy doing what? Certainly not taking care of their older customers. Great business ethics! As with any of their customers, I've spent thousands of dollars on their products and as their customer, think I deserve better treatment than I've received. Upon installation of the system, I was reassured that all necessary paperwork and warranties had been submitted and that I'd receive an owner's manual. That never happened and the way they've handled business since installation, I wonder about the rest. If they can't handle the job or don't have the time, the least they could do is refer me to someone who does and can.
  
  Regards,
  
  *****************************

  

  Business response

  08/24/2023

  We did send a tech out to evaluate the issue that ****************** was having with his system. He let us know that the 20 amp breaker in the ac combiner was stuck. Once the tech arrived ****************** it turned out there was no power to the system because of a power surge.  The tech explained that ******* said he would need to file a claim with his homeowner's insurance and then once he received a denial letter to forward that to Enphase for an RMA (Replacement part). Once we received the letter from Enphase confirming this we did send it to the customer.

  Customer response

  08/24/2023

  Complaint: 20443403
  
  I am rejecting this response because: Through Cam Solar it was conveyed from Enphase to file a claim with my homeowners policy with the expectation it would be denied. ****************** recommended I get an estimate which I agreed and requested but never received. My agent explained, if the claim was accepted, without an estimate, it would be like signing a blank check, besides rather than file a claim I may prefer to pay for the repair in cash rather than risk an increase in my insurance premiums. I would've needed an estimate to make an informed decision on how to proceed.
  
  Regards,
  
  *****************************

  

  Business response

  08/25/2023

  ****************** did ask to for a estimate for the repair and asked him to give us some time to get it together. We are working on getting that for him. 

  Customer response

  08/26/2023

  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

  07/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had this company install a generator for us. When it was all done they said it was working. Then we lost power and the unit did not come on, it had an error message. This happened July 4th. Since that time we have tried contacting the company every day. When we call the number it takes us to a person who collects are information and says someone will call us in ***** hours. No one has called us and we cannot get any answers. All of the people we have worked with from the company have either left or will not return our phone calls.We need help.They can call ******************* ************ *********************** ************

  

  Business response

  08/09/2023

  We did go out to troubleshoot the issue on 7/20 and 7/24. We are in the process of get a replacement part for this customer from Generac. 

• Initial Complaint

  07/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 30 June 2023 my solar panels stopped producing electrical power and the dashboard on my computer indicates there is an inverter production issue. I have called Cam Solar customer service 3 times (11 July 2023, 13 July 2023 and 18 July 2023) and they have responded sending an email each time stating that a presentative will reach out within 24 to 48 hours. To date they have not responded and come to find out the person I've been talking to is a second party answering service. I call Mr. ******************** Project Manager according to is business card, got through the first time and he stated my solar system has a 25-year guarantee but the next four times it goes to voicemail and of course no return call. Note: phone records are available. What I want is for Cam Solar to honor their warranty and repair my solar panels. I should not have to fill a complaint to get what they promised when I purchased them.

  

  Business response

  08/09/2023

  We did let the customer know that ************************** did approve sending a replacement inverter, which was covered under his warranty but the labor to swap the inverter out is not covered under the warranty. We sent a quote for the labor that has not been approved. We are more than happy to replace the inverter once the quote for the labor has been approved.

• Initial Complaint

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My solar panels are three years old and have 25 years of warranty. In March of 2023 the panels alerted Solar Edge and Cam Solar that there was an issue with my panels. They never came out to check out the problem, simply stated that it was the inverter and that the part is under warranty but not the labor. I said ok. Please give me a ************* of when you can be here. it is now July I still don't have the part, nobody has come to check if it is actually the inverter, no date as to when they can come check it out. Also they won't send the part so someone can install it here. Either I have to get FED EX to deliver it or go all the way to *********** from the Rio Grande Valley. When they are selling these products they are willing to drive or get someone here, but now that they aren't working I can't get any help and am paying for something that isn't producing energy on top of paying for energy at retail cost.

  

  Business response

  07/27/2023

  The customer  reached out to us on 4/20/23 regarding a quote for a detach and reset of her solar PV system since she was getting her roof redone. At that time we checked her monitoring and noticed that her inverter had errors, so we submitted for a replacement with SolarEdge. We notified the customer that a case was opened with **************************. We did let her know that we could do the replacement at the same time as the detach and reset for no additional charge or we could send her a quote to do the replacement separately. She asked for us to send the quote to do the replacement separately.  She never approved the quote to do the replacement for us to get her on the schedule. When she did approve the quote on 6/28 we were scheduled out for 2 to 3 weeks and that was not what she wanted and cancelled the service.

• Initial Complaint

  06/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My solar panels were installed in 2021. In May of 2023 water begin leaking through my ceiling due to the solar installation. CAM Solar came out and installed flashing under the missed pilot holes which were only sealed with silicone. However, I cannot receive a response regarding evaluating and repairing the damage to the interior of my home due to poor workmanship.

  

  Business response

  06/20/2023

  We are in the process of resolving this issue for ******************. We did seal one hole that was causing the leak and we are repairing the interior damage. We will always honor our workmanship warranty and get this  resolved for you.

  Customer response

  06/20/2023

  Complaint: 20150769
  
  I am rejecting this response because: the interior damage has not been repaired yet.  
  
  Regards,
  
  *****************************

  

  Business response

  09/07/2023

  We have taken care of the roof leak and paid to have a mold inspection done.
  
  Thank you kindly.
  

  
  

• Initial Complaint

  05/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company install solar panels on my home, inmediatamente ask for the contract and after 18 months finally we got it, the seller **************************** the contract totally opposite of the reality , we don't know that my house has to be the warranty start payments of 148 dlls and with out notice they increase to 213 dlls, but the big problem is the solar panels damage ******* and we replace the roof with 25 years of warranty and we lost the warranty for the installation of the solar panels, we are two senior citizens and and still paying the Morgage, is very sad that at the end of the life we have live with the problem of the possibility of *************, we write several times to this company and we do not have any solution

  

  Business response

  05/16/2023

  We have responded to the customer multiple times and let them know they would need to approve a site visit quote in case the leak is not due to our installation. We did send the customer a quote for a site visit to evaluate the roof leak and let them know that if the leak is due to the installation they would not be responsible for the site visit charge. They refuse to approve the quote. We are more than happy to check out the leak once the quote is approved.

*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. ↩