ComplaintsforSouth Texas Solar Systems

• Initial Complaint

  08/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Southwest Solar Panels Equipment Has been down for 8 months and the owner is refusing to help in any way especially with any type of reimbursement or send me the contract. They are advertising on ******** that they a A+ with the Better Business Bureau which is False! Im seeking to ask for help

  Business response

  08/11/2024

  **************** disconnected his  solaredge wifi  device so he could not monitor his system and he did not notify us for eight months that his solar systems was not operatiional. Once he notified us we were out the next day to service his system we are RMA'ed his inverter. He was verbally abusive to our staff and he has sent us over 300 txt messages about the issue. He himself  was the  one who disconnected the internet cable from the Solaredge WIFI device inside his home. He needs to take responsibility for his own actions. 

  Customer response

  08/12/2024

  Complaint: 22118147
  
  I am rejecting this response because:
  
  Regards,
  
  ***********************

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We paid South Texas Solar Systems $21,000 On February 16,2024 We were scheduled for an install on June 24,2024. When we contacted the company on June 19,2024 to confirm that all was ready to go, we were told we were not on the schedule and someone would get back to us. One week later we still are unable to contact anyone to resolve this matter. We have left numerous messages. We want our money back. The sales representative. tells us he is no longer with the company because they owe him money.

  Business response

  08/07/2024

  We are in the process of building there solar system should be done soon all the panels are installed the array is looking good. Now its time for wiring it in!! 

   

  Appreciate the patience.

• Initial Complaint

  01/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  On 11/13/19 the Homeowners (**** and *********************) and South Texas Solar (STSS) entered into a contract to purchase and install solar panels and a whole home generator at the Residence. generator was installed on or around 12/29/2019.STSS tapped into the existing gas line at the home using approximately 40 ft of new pipes. 06/29/2020 the first incident of the generator not turning on during a power outage occurred. Tech notes describe the insufficient gas line size and pressure delivered to the unit. Recommended either fuel line or meter pressure to be increased. Issues have continued into 01/12/2024 Master ******* visited the property and he noted the gas line feeding the generator was improper and needed replacing. The high cost of repair estimate prompted a call to South Texas Solar. Contacted STSS customer line and was given STSS Operations Manager contact information. He provided his email so I may send correspondence. Kohler **************** was contacted to identify what the flex gas line was in the box during install. They shared an image and we sent a photo of ours and they confirmed it was incorrect and needs to be corrected immediately by the installer which is STSS. January 15th ************************* of STSS responded multiple times via email taking zero ownership of the improper installation of the gas flex line on account of the installation taking place 5 years ago. He shifts blame to all the other parties who have done work at the residence. He believes the other contractors are responsible for checking that the generator was hooked up properly and receiving proper fuel to complete their jobs which are irrelevant to the generator's proper function.****************** has admitted to the improper installation and believes it is the homeowners responsibility to mitigate what has been communicated as a potentially dangerous installation.

  Business response

  02/08/2024

  System is 100% installed the client has had 4 other contractors work on the electrical system and she has upgraded the flow rate of her gas line.

  Customer response

  02/08/2024

  Complaint: 21157989
  
  I am rejecting this response because: First, South Texas Solar sold us BOTH Solar panels AND a whole home generator. The solar panels operating at 100% are irrelevant to this complaint. Electrical work being done to the home has nothing at all to do with how the generator was installed - with the wrong fuel line AND lacking a pressure regulator. On January 16th, **** it was revealed that South Texas Solar did not pull a plumbing permit from the ********************** to install the generator. This is why the errors made at install of the generator were never caught by the city nor the homeowners during this time period.  

  The ********************** stated that had South Texas Solar pulled the proper permit, they would have been required to not only ensure the proper fuel line was used, but also required a regulator to be installed. The addition of a pool heater and meter upgrade is completely unrelated and have no role in the malfunctions of the generator as each one still needs a regulator. The pool heater runs period even with a higher consumption of 400K BTUs in comparison to the 281K of the generator that will not function properly under the spec load. We did our due diligence TWICE and had the meter upgraded just to be sure it was not due to the municipal tap. I have attached the specs from the Kohler manual which show this. ****************** can't corroborate his defense about the generator install because he has no permit even showing that this generator was installed properly from the fuel line, fuel pressure being correct or passing inspection that could only be done with pulling a plumbing permit.  

  ****************** was given the contact information to the Deputy Building Official for the ********************** to have that discussion himself but would rather make responses like he has simply because the mistake was caught 4 years after install. The reality of this matter is that we do not lose power consistently enough to have identified that there was a problem. All we are asking is for ****************** to correct it as we stated in our RCLA letter or expect suit where we will demand full replacement of the unit to ensure the safety of our home and family.

   

  Regards,
  

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

• Initial Complaint

  11/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  June 2021 requested a quote for complete removal of a 25 solar panel system from due to selling the house in *********** and moving to ******* ** Texas Solar returned with a quote of $4700 to remove and re-install the complete solar system (quote attached). Mentioned to ******* (South Texas Solar ************* Manager) that we were moving from *********** to ******* ** (email attached). She mentioned to pre-pay for install to avoid additional charges, told her we don't have a current home as it will be built, and she mentioned it would not be a problem since ******* was an area that Texas Solar covered.Now July 2023 new home is built. Texas Solar came by the house to survey and submitted permits. Still no mention of additional costs. After a few months of not hearing from them, I contacted their office and was told that they would install on 9 Nov 2023. I took a day off from work to be here for the install which never happened. After reaching out to ******* I finally get a call back that they are unable to install due to rain but will deliver my Solar to my home for staging. On 14 Nov I received an email from ***** stating, " Due to your old racking and materials that have been stored for 2-3 years now there is an added costs for these materials and they need to be purchased" (materials cost list attached). The whole reason of pre-pay was to avoid additional costs. Now I am expected to pay for equipment left behind like the ** 1.2 junction boxes (pictures attached) back on the old house. So where are the materials that were removed from the old house like the **cables, mounting screws, L-foot hardware, etc. This material should be reused as hardware is aluminum and cables should last longer stored than on a roof top. Since I paid for full removal/install, the right thing to do is honor the quoted paid contract. This a prime example of bait and switch and holding equipment hostage.

  Business response

  11/21/2023

  The removal of your panels was completed
  

  the storage of your panels Was completed 

  the reinstall which **** STSS was not paid for any new material needed to complete install 

  Now that you have a home you in ******* you have to pay for the material needed for your new home the design is different and requires different and more racking based on new layout 

  you did not pay for any material you have not pay for new design or new permit you will have to pay for this because u didnt pay for it and u didnt even have a house for us to permit.

   

  this is  silly complaint 

   

   

  Customer response

  11/21/2023

  Complaint: 20899919
  
  I am rejecting this response because:

  The original reason for the charge was "Due to your old racking and materials that have been stored for 2-3 years now there is an added costs for these materials and they need to be purchased".  So if this is the case I request all removed material from original house be returned to me.  It should have been dropped off at the same time solar panels were dropped off.  Also the quote that I paid for was for complete removal and reinstall and email traffic with ******* was disclosed new location was going to be *******.  Please return all equipment removed.
  
  Regards,
  
  ***********************************

  Business response

  11/21/2023

  Customer moved into a new house in a new town 2 years after removal 

  we agreed to do removal and reinstall as it states on invoice. 

  We cannot reuse his old material because the layout is different so the conduit and wire are wrong lengths and conduits bends are not proper bends.  some of it is still At his old house based on his request when he wanted to leave it there so he wouldnt have to hire contractors to seal up the  where the removed products were located. 

  we did not agree to supply a new permit and all the new material he needed because its on a different home with different design completely and we didnt even know where it was going to be installed.

  we ended up being forced into storing his equipment for 2 years even though in Jerelyns email it clearly says customer will pick up material from office.

   

   

  Customer response

  11/21/2023

  Complaint: 20899919
  
  I am rejecting this response because:

  At no time did I state that equipment should be left behind.  Initially I did state that I will pick up equipment but that was when it was only a removal process.   I was convinced to pre-pay for install to avoid additional costs, in the quote it never stated that new permit cost would be charged separately.  The email with ******* stated that they would be removed and sent to *******. That should have triggered that obviously a new permit would be required since it would no longer be in ***********.  Then I email ****** on June 18 (email attached) for quote to remove panels and all conduit.  So no I never stated leave stuff behind.  That is why I took pictures and notified Texas Solar and was told that was not an issue.  Now Texas Solar is trying to charge me over $500 for those items.  Then I was told that since I'm pre-paying for re-install that items would be stored on site, that is on the removal/re-install quote.  Now today I get a new invoice with additional charges.  Looks like someone was to quick to get a lock in on re-install contract and now trying to push extra costs to consumer as hidden costs.  Texas Solar was aware that the *********** home was being sold, so why leave items behind.  So I expect either Texas Solar honor the current contract or return pre-paid install payment that was made in the amount of $2350 (invoice attached) and return or compensate for equipment that I paid to be removed.  This includes rails, Q cables, bolts, mounts, L foot hardware and bolts, junction boxes, and additional items that are part of the solar system package.  So what did my pre-payment of $2350 cover then?
  
  Regards,
  
  ***********************************

  Customer response

  11/28/2023

  Complaint: 20899919
  
  I am rejecting this response because:

  At no time did I state that equipment should be left behind.  Initially I did state that I will pick up equipment but that was when it was only a removal process.   I was convinced to pre-pay for install to avoid additional costs, in the quote it never stated that new permit cost would be charged separately.  The email with ******* stated that they would be removed and sent to *******. That should have triggered that obviously a new permit would be required since it would no longer be in ***********.  Then I email ****** on June 18 (email attached) for quote to remove panels and all conduit.  So no I never stated leave stuff behind.  That is why I took pictures and notified Texas Solar and was told that was not an issue.  Now Texas Solar is trying to charge me over $500 for those items.  Then I was told that since I'm pre-paying for re-install that items would be stored on site, that is on the removal/re-install quote.  Now today I get a new invoice with additional charges.  Looks like someone was to quick to get a lock in on re-install contract and now trying to push extra costs to consumer as hidden costs.  Texas Solar was aware that the *********** home was being sold, so why leave items behind.  So I expect either Texas Solar honor the current contract or return pre-paid install payment that was made in the amount of $2350 (invoice attached) and return or compensate for equipment that I paid to be removed.  This includes rails, Q cables, bolts, mounts, L foot hardware and bolts, junction boxes, and additional items that are part of the solar system package.  So what did my pre-payment of $2350 cover then?
  
  Regards,
  
  ***********************************

• Initial Complaint

  11/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We have been requesting the $3,500.00 refund of overpayment.I have attached all the ********************* to show the overpayment.You can send the payment to the *************** or to us so we can forward the payment to the ***************.

  Business response

  08/07/2024

  ************** applied for his own loan and at the same time directed the Rebate to STSS from CPS energy. We are reviewing his claim and will get back with him

   

  Customer response

  08/09/2024

  Complaint: 20889635
  
  I am rejecting this response because:

  on 8/7/24 - As per Bexar County ************************* with Mediator ***, ***************** agreed to refund the Full $3,500.00 - Cashier's Check - with-in 90 days.

  He will be receiving that letter of agreement & we also be receiving that letter, too. Waiting for the Cashier's Check for the Full $3,500.00.

  
  Regards,

  ********************* & *************************

  Business response

  08/12/2024

  I guess there is not much we can do even though we mediated and agreed to everything. Please close this complaint as answered. 

• Initial Complaint

  09/19/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Incorrect quote was given, panels are not covering light use, I never agreed to contract, sales guy had me sign something on phone without knowing it was a contract, when I tried to cancel before they even started working on my home, I was threatened with a lean on my home and fines. I have had 2 full bills since panels have been in place. Quoted panels on contract is not what was installed. Reason I am just now sending this is because I did not know what I could or could not do. From the looks of this, this company will be able to continue to get away with what they are doing. I do not and did not want these panels from the get go.

  Business response

  09/21/2023

  We have installed all the equipment quoted and we have been delivering on service as well. The system is saving more then you are paying on it monthly.

   

  Customer response

  09/23/2023

  Complaint: 20625777
  
  I am rejecting this response because: it is not covering my bill. I have 2 whole bills. ********* (their rep)  Con'd me into signing that contract on his phone. He said it was so that they can take measurements and see where they would be putting the panels. Nothing was supposed to be a go. I had soo many reservations but he was so pushy about getting me a quote. By the time I realized it was a contract he had me sign, South TX solar was charging me fees to cancel. Then threatened to put a lean on my home. I literally signed for my home 6/5/20, he was here just a few days later.  I had so many reservations about solar panels and was not ready to move forward. I brought up several concerns such as me not Knowing what the cost of light would be in this home since I had just moved in. He went off of what I used to pay at apartment complexes and said it'd be about the same Because it's the same family. I also said about the cost of light increasing in 5 years and these panels not covering the cost he promised the kilowatt per hour fee would be locked in while I had the solar panels. I had a fairly new roof, but also brought up concerns about if I needed to work on my home, those panels would be more of a problem. He said the have a lifetime warranty and they would handle anything with them while I was paying on them. No extra charge to me. Soo many lies to get the sale. Solar panels have not helped me in any way as to what ********* (their rep) *****************************************************************************

  Business response

  10/05/2023

  We did deliver on the project and we have serviced and went out to your place many times and honored our 25 year warranty.

  Your Solar system is saving more then your monthly cost for power compared to your solar production. 
  

   

   

  Customer response

  10/06/2023

  Complaint: 20625777
  
  I am rejecting this response because:

  I did not agree to move forward.  They conned me into the contract.
  
  Regards,
  
  *******************************

• Initial Complaint

  09/14/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had two Tesla Powerwall batteries damaged by an electric storm on June 21st of this year. After spending considerable time and effort going through Tesla to determine that they were in fact damaged and non-repairable, I was able to receive a check from my insurance company in August. I called *** *******, VP of Sales at South Texas Solar and he said that they had the batteries in stock and his estimate was $24,500 to purchase and install the two new batteries. I paid in full on 8/7 because he said scheduling would be calling me shortly for the install and made it sound like they were going to handle it quickly. But that never happened. Shortly thereafter I had to practically beg to get an install date out of them on batteries that ***** is saying on their website they can deliver in 7 to 14 days (which I confirmed in a phone call to Tesla on 9/6). South Texas Solar finally put me on the calendar for 9/7, so I waited a month from when I paid in full and *** told me the batteries were in stock for the installation date. On 9/5, I called (they didn't call me) to confirm the install date of 9/7 and all I got was we don't have the batteries and we don't know when we will get them. So I cancelled the deal on 9/6 and will take my business elsewhere. When I spoke with *** about cancelling he said it would take 3-5 days for the refund to process, but I now sit at day 8 and counting. I have emailed ***********************, the owner, multiple times about the status of my refund without a response. *** ******** has been somewhat helpful, but never has any information and their accounting group apparently does not know how to answer a phone or clear out their voice mail since you cannot leave a message. This is NOT a company to do business with. I have been the *** of three companies over my career and these guys are a case study in how NOT to treat a customer or run a business.

  Business response

  09/21/2023

  The customer ordered **** and paid for the Powerwalls now he is cancelling and he is being charged a restocking fee.

  He agreed to terms with us then breeched his contract with us and now he owes us based on his breech of contract. 

  Customer response

  09/21/2023

  Complaint: 20605590
  
  I am rejecting this response because: I cancelled this order due to this company consistently lying throughout this sales process.  As I stated before, on 8/7, when I paid in full for 2-Tesla Powerwalls AND labor I was told by the ** of Sales, Mr. ************** that the batteries were in stock and someone would get with me shortly to set up the install.  That never happened.  I then had to practically beg the company to give me an install date, since they already had my money in full based on a lie and they gave me 9/7, a full month after I paid in full on something that I was told was in stock.  I did not come up with this date for the install.  They did.  On 9/5, I called to see if everything was still a go on 9/7 and find out that not only are the Powerwall batteries still not in stock, no one knows anything about when they will arrive.  So, with no further communication from South Texas Solar, on 9/6 I sent them my cancellation notice and request for a full refund for deceiving me about the batteries being in stock when I placed the order on 8/7 and for by telling me an install date of 9/7 that came and went without batteries, a phone call from South Texas Solar or an updated status. I don't do business that way.  It is like they just make stuff up and keep your money hoping you won't notice.  Well, I noticed and I went to Tesla and ordered the Powerwall batteries directly and received them in 5 days (ordered them on 9/14 and they were delivered on 9/20 and I have the paperwork to show for it) for $3000 cheaper than South Texas Solar!  So don't lie to me again and tell me that you can't get the batteries after a month of having my money for the batteries and labor!  In addition, ************************, the owner of South Texas Solar, said that I would have to pay *****'s 15% restocking fee since they already ordered the batteries.  Three things on that, the agreement does not mention a 15% restocking fee, only a $1500 cancellation fee, also I don't think you are being truthful again because if you had ordered the batteries when I placed the order on 8/7 then we wouldn't be having this conversation and third, I spoke with ***** about their restocking fee and they said is was $250-$500, not 15%.  I have a screen shot of that chat conversation with ******  Bottom line is that this company operates with malice and apparently has a business strategy of lying to customers if you can actually get anyone to talk to you.  They had my full payment of $24,500 for over a month without any attempt to fill my order or even provide a common courtesy update and now they are claiming that I am the one that breached the agreement because they repeatedly lied to me throughout this process and I took my business elsewhere. I am still waiting on my refund.
  
  Regards,
  
  *******************************

  Business response

  11/15/2023

  The system is in legal dispute

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2018 I purchased solar panels for my primary residence in which I currently have a loan for. The panels have a 25 year warranty which includes maintenance and monitoring. Every year I am *********** schedule two maintenance appointments for system updates and cleaning of panels. This past July 2023, I noticed my electricity bill tripled from what I usually pay monthly. So I contacted customer service to schedule a maintenance check and to inform them about my bill. **************** came down to take a look and replaced two burnt fusses. A week later, my panels shut down again so I call once again for another appointment to have it checked. Maintenance guy recommends for an electrician. As of today, September 8, I am still having to wait for an electrician to be sent to take a look at my panels. It has now been almost two months since my panels shut down and no repairs have been performed to fix the problem. My electricity bill will unforturnately will be extremely high again due to this delay. I would like to be reimbursed for these electricity bills due to the fact that it has taken them this long and no repairs have been made.

  Business response

  10/05/2023

  We can certainly get someone out to fix the solar  systems.
  

  the price per KW has went up with local utilities that why your bill may seem higher.  

  We cannot refund bills because we provide free service and we cannot guarantee power  because we do not manufacture the equipment. 

   

• Initial Complaint

  06/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Transaction date: 5/27/2022 Product: Tesla Powerwall 2 energy storage battery Advised by sales rep ***************** that product should arrive within ***** days, it's been over a year. Most phone numbers lead to voicemail boxes that you cant leave a message at. Company doesn't respond to some emails. This business just keeps saying ************* never comes. Contract states any refunds will be charged $1,500 fee. I feel this fee should not be enforceable due to extreme delay in and beyond reasonable time to provide product.

  Business response

  10/05/2023

  All equipment is installed and or refund complete. 

  Customer response

  10/06/2023

  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

  05/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Solar panels have not been working for many months. I have tried numerous times to get in touch with ****. CPS came by last week and said my panels were not operating. I am not an electrician, but I know my electric bill has not changed with solar power. Also, the **** modem that was sold with the system does not work. A **** tech has been by twice to check it and was told he did not have a replacement modem in his truck but would get back with me when one was in stock. I called his phone several times the next few months as he had not contacted me back to replace the modem/wifi unit. I finally did get a response and was told I could buy another one for $400 (so much for warranty). When I call the main number and select "2" for service I can only leave a voice mail. No call back after several months. I call about once per week. My call always goes to voicemail with a promise someone will get in touch with me. No one ever does. I was also promised prompt service and twice a year cleaning. Cleaning has happened twice in 5 years.

  Business response

  05/08/2023

  ****************** visited our office this morning.  We have scheduled a visit to his home on Wednesday, May 10th to address his concerns.  

  Thank you,

   

  South Texas Solar management

*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. ↩