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Business Profile

Solar Energy Products

Southern Solar LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Solar Energy Products.

Complaints

Customer Complaints Summary

  • 47 total complaints in the last 3 years.
  • 9 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/04/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Solar panels were installed on our new home 18 August 2020. The panels quit working approximately year ago. The charge for the electric bill did not change until this past July. We have tried contacting the company on many occasions. Were told by a repair company representative that the company either went out of business or was sold. As of this date we are unable to get the system looked at or repaired, because no other solar company will touch the system because they did not install it. We are seniors on fixed income and cannot afford to pay for the Solar and the high electric bills that are resulting from the nonworking panels. There is a 25-year warranty on the system, would like resolution of this as soon as possible.

    Business Response

    Date: 11/19/2024

    Thank you for your time today ************** It was a pleasure speaking with you. Sorry for the delay We look forward to meeting you on Friday the 22nd between 9-12pm to get your system back up. If you have any concerns, you can call us back.

  • Initial Complaint

    Date:10/21/2024

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We do have lots of issued on my solar system

    Business Response

    Date: 11/26/2024

     

    Spoke with customer. Customer is having issue getting approval from city for permit. We are working to resolve this asap to get approval and get his solar up and running 100 percent. 

  • Initial Complaint

    Date:10/16/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased solar panels for ******* two years ago and it cost me 400 a month in loans and 300 a month in electric bill. They lied about what it would cover but this is not my initial complaint.Two months ago they sent someone out to fix the installation of my generator for the home. They were so cheap they didnt run a line the whole distance they made a junction box and has failed. They came out to say they were going to atleast make that right and now they do not return calls or emails to schedule the repair of the installation.

    Business Response

    Date: 11/19/2024

    Thank you for your time today, ******, we look forward to coming next week on Monday the 25th between 9-12 sorry for the delay 

  • Initial Complaint

    Date:10/01/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On January 28, 2023, I signed a contract with Southern Solar for the installation of solar panels on my property. This agreement included a 25-year warranty, ensuring any necessary repairs or replacements would be covered by the company. Since then, I have experienced ongoing issues with my solar panel system. Upon contacting the manufacturer, I was informed that certain components are defective and that I would need to reach out to Southern Solar for repair or replacement.I attempted to contact Southern Solar multiple times, making at least five calls and leaving several messages, but received no response. When I reached out to the salesperson who originally assisted me, I was informed that he no longer works for the company. Furthermore, he mentioned that Southern Solar appears to have ceased operations and that many other customers have reached out to him with similar *********** no point was I notified by Southern Solar that they had ceased operations or that my warranty would be voided. I am now left with a $65,000 bill for a solar panel system that does not function correctly, and I no longer have the warranty protection that was promised. This constitutes a clear breach of contract, as Southern Solar failed to provide the promised warranty coverage and service.Given this situation, I am seeking resolution and relief from this financial burden. I should not be held responsible for the full cost of this system when Southern Solar has failed to uphold its contractual obligations. I request that the Better Business Bureau assist me in resolving this matter, including ensuring that the defective parts are replaced or that I am released from any financial obligations associated with this contract.

    Business Response

    Date: 11/19/2024

    Thank you for Your time today, Miss *****, this complaint should be closed. This was fixed two weeks ago by our sales *** ******.

     

    Sorry for the delay

  • Initial Complaint

    Date:09/04/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    SolaTrue Ft. Worth was amazing...until after the installation. The install crew left pallets and trash on my back patio. I had to basically manage their work for them. No follow-up to make sure the job was done right. Now, I've received all the approvals (PTO from *****, permit approval from city inspector, approval from *** that they forgot to ask for), paid for the installation in full, and now I can't get a call back from the salesman, ****, or any live person at the office. I've now contacted Mission Solar to put pressure on them from their source for solar *********** of transaction - Aug 1, 2024 - paid $7000 (half of contracted price Installation originally scheduled to start Aug 5, 2024 Installation actually occurred on Aug 6, **************************************** contract ($7000) on Aug 11, 2024 Southern Solar LLC dba SolaTrue contracted to install 13 solar panels on my roof and to set up change to electric company with best import and export rates. Salesman was to show me how to download and use app to monitor my power generated. No contact since Aug 11, 2024. I have no idea if there is any power being sold to my electric provider.

    Business Response

    Date: 11/19/2024

    Thank you for your time today Mr.******** **** you got everything figured out and I apologize for the delay on response. Have a wonderful wonderful day.

    Customer Answer

    Date: 11/22/2024

    Complaint: 22240446

    I am rejecting this response because:

    So a customer having to figure out how to work your system after being ghosted for over 2 weeks is okay with you?  You mentioned nothing about your Fort Worth office closing or explain why it would take 3 months to respond to my complaint.  I was going to recommend my neighbors contact your company about solar, until the Cone of Silence descended on your shuttered office in Fort Worth.  Now you think a customer floundering, trying to figure out how to use the Enphase app is great?  I could never recommend a company that won't admit its own mistakes.

    You have built into your profit structure a $1000 bounty for a referral to another potential customer.  Why not use that same bounty to make amends for an egregious customer service faux pas?  This would make you feel the same pain that I felt being left to fend for myself in trying to make your product work for me.

    Think about it.

    Regards,

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

    Business Response

    Date: 11/26/2024

    Hey **** we will reach out to you shortly 

    Customer Answer

    Date: 11/27/2024

    Complaint: 22240446

    I am rejecting this response because: The gentleman from Sola True acknowledged all my allegations and made no move toward any reparations.  His goal was to get me to accept their response.  I can't, in good faith, accept a response without reparations.  Sola True's lack of communication from August ********************************************************* to learn how to do their job.

    Regards,

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

    Customer Answer

    Date: 11/27/2024

    Complaint: 22240446

    I am rejecting this response because:

    The gentleman from Sola True acknowledged all my allegations and made no move toward any reparations.  His goal was to get me to accept their response.  I can't, in good faith, accept a response without reparations.  Sola True's lack of communication from August ********************************************************* to learn how to do their job.

    Regards,

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

    Business Response

    Date: 11/27/2024



    Thank you for reaching out earlier. I remember you mentioned everything was taken care of, so I assumed no further assistance was needed. If theres something more youd like us to do, please let us knowwere here to help.





  • Initial Complaint

    Date:03/25/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have had my solar panels hooked up since October 2023, my first bill with solar was November 2023. The solar panels are not producing that the salesman promised me. He showed me another customer bill which was over $300 but with the solar the customer received a credit of over $300 that made his bill $0. I think that **** was a fake sales tactics because my bill never went that low. My best credit was $19.14. I contacted southern solar about my concerns. She told me to send her copy of my bills. After the review she e-mailed me back with the explanation of the bills she said I quote "your system is helping you tremendously". My February 2023 bill was $245 with the panel loan payment $110, total 355. How is that tremendously helping me? My highest bill I ever paid was $248 in March 2022 without the solar panels and the loan payment. My avg. Bill in 2023 (12 months) was $124 without solar. With solar panels (5 months) avg bill $127 with $110 loan, total $237. Question: How is that tremendously helping me? I wouldn't have signed up for solar if the salesman told me I would only get a credit of $19.14, but he showed me a bill of another customer with a credit of $300 with $0 electric bill, that's when I said ok and the $110 loan would be worth it.

    Business Response

    Date: 03/25/2024

    ***************** will reach out to you now To address your concern 

  • Initial Complaint

    Date:03/16/2024

    Type:Customer Service Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    They refuse to return our call or give us a copy of the contract our dad signed. We are in charge of his affairs now and need this information. We called their phone number ************ and never get a call back.

    Business Response

    Date: 03/18/2024

    ******, we will reach out to you today to address your concern. Thank you for your patience.

  • Initial Complaint

    Date:03/14/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Paid $22,500 for 10 panels system that was supposed to cut my power bill from$200/month to $75/month. It doesnt produce what they said it would. And calls to the company have been almost futile. I feel scammed.

    Business Response

    Date: 03/15/2024

    We will contact now 

  • Initial Complaint

    Date:03/12/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Paid business and service not meeting negotiated or communicated deal we were expecting to pay a small amount on electricity bill and pay hundreds of dollars more solar installed in October 2023 and we still have seen any benefits 5 months later

    Business Response

    Date: 03/12/2024

    Hey ***** we will contact you now to address  your concerns 

  • Initial Complaint

    Date:02/23/2024

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Our light bills have been excessively high these past few months and we have tried to reach out for a service and have had no luck. Very unresponsive and it is disappointing.

    Business Response

    Date: 02/26/2024

    Hello *************** have the supervisor reach out to you right now to take care of you

Southern Solar LLC is NOT a BBB Accredited Business.

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