Complaints

This profile includes complaints for ES Solar's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

ES Solar has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  ES Solar

  245 E 2150 N Layton, UT 84041-4011

  
• 

  ES Solar

  201 E 2150 N Ste C Layton, UT 84041-4038

  

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.

• Initial Complaint

  Date:02/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 have been working with ES solar since July. Every step of the process has turned into a nightmare due to it being done incorrectly requiring redo and delaying our system. The plans were initially drawn incorrectly, the electrical wired it wrong, then they had to have sheetrockers come in to repair damage done to incorrect electrical. The sheetrockers left a huge mess we had to clean up and either the sheetrockers or the electricians shoved insulation up under the basement stairs, some of which fell into our sump pump drain (fortunately it didn't result in flooding our basement) and the electricians left a breaker off. That breaker powered a fridge in our garage so we didn't notice immediately, resulting in the entire contents being thrown out. When they finally came to turn on our system two weeks ago, it wasn't working. Now I'm being told they won't be out until the snow melts (we live in a mountain valley so it could be April before that happens) ES solar has been paid in full since the end of December but we still have an inoperable system. Meanwhile Rocky Mountain raised their prices so we are now paying inflated power bills while we sit on a $60K system we can't use.

  

  Business Response

  Date: 02/24/2025

  Hello, 

  After talking with a few of our departments, here is the history we on our records: 

  When submitting the building permit, the city help up the redraw from 10/30/2024 until 11/15/2024. Along with Rocky Mountain Power delays came into play with this project, and caused the power company to take over a month to set the net meter. These 2 issues are unfortunately are out of ES Solar's hands, but our team does follow up with frequently with cities and Rocky Mountain Power. 

  Based on the ticket that was open by our ************************ (this department goes on site after install, it appears there is an isolation fault on the roof. Unfortunately, due to the snow on the roof, we are unable to send our crews out to further look into this situation until the snow melts (per our VP of Construction), as it is not safe for our crew. 

  With the sheetrock repairs, these repairs were escaladed on 12/11/2024 and completed on 12/26/2024. We do not believe that anything was wired incorrectly, leading to the repairs. Most jobs do require sheetrock to be cut and then repaired after being cut. Our Construction Manager is contacting the contractor that repaired the sheetrock regarding the mess that was left behind, as that is not how ES Solar leaves a job. 

  Until this complaint was submitted, we do not have notes stating anything about a breaker being left off by our crew, and the contents of that fridge being spoiled. If this was communicated to and ES Solar staff member, please let us know the name of that staff member and we can further discuss this portion with them. 

  Thank you. 

  Customer Answer

  Date: 02/25/2025

   
  Complaint: 22968224
  
  I am rejecting this response because:
  
  the only reason the plans had to be resubmitted to the county was because they were drawn up incorrectly the first time. I understand you dont have control over when the county approves them but the only reason they had to be reapproved is because ES did them wrong initially (I was told this was due to the original plans having the wrong battery size). 
  

  The original wiring did not pass the county inspection. Again, I realize you dont have control over their scheduling but the reason it had to be redone is because of ES Solars failure to do it correctly the first time necessitating a second county inspection. 
  

  Nearly every step of the process has had to be done twice because it was done incorrectly the first time. Theres no way of knowing how the delays caused by ES Solar affected the timelines for everything else including Rocky Mountain Power. If ES Solar hadnt caused all the initial delays by preforming the work incorrectly I wouldnt be complaining about it but the delays start with you.
  

  As for the breaker in the fridge I didnt report it because I honestly am not one to make a big deal about things but this last delay has pushed me over the edge. And based on how things have gone so far Im suspecting that even once the snow does melt its going to be weeks until you have a crew available to fix this. 

  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 03/05/2025

  Hi ********, 

  With the timeline including the delays, we still were able to get you installed in under 90 of signing the contract based on what the Project Coordinator that you worked with. 90 days was the expectation that we set with all our customers. With this we still stuck to what was promised as far as when you would be installed. 

  At this time we have you on the schedule for April 7th. We do understand that you mentioned you do not have now on roof at this time, we are looking at our availably to see if we can move up that date to get our to you before April 7th. Your Project Coordinator will be in touch if we can get you moved up. 

  At this time ES Solar has taken the steps to schedule to resolve your issue with the your system. Along with time to install was as expected.

  Thank you. 

  Customer Answer

  Date: 03/05/2025

   
  Complaint: 22968224
  
  I am rejecting this response. This response is misleading and disingenuous. While the panels were  installed within 90 days (84 days at my count)  I think any reasonable person would expect that once installed the system would be operable or at least operable in the near future. If youre using the word installed to mean only the panels and battery were installed regardless of operating ability thats a very misleading sales pitch. We are now at 210 days, more than twice the 90 days pitch we were sold. 
  

  ***** came to our house this morning to fix the issue. Within 30 minutes told me hes not sure why I was sent out. I cant find anything wrong So apparently weve been sitting on a working system for the past 30 days because **** told us it wasnt working. 
  

  I stand by the assertation that ES Solar has costs us hundreds of dollars in power bills due to your negligence 

  
  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 03/11/2025

  After further investigation. We are asking that you email in ************************************ with your solar bill and power bill last month so that we can review and look into a reimbursement for you. As at the commissioning appointment the commissioner found an "Isolation fault" which is why we needed to send someone out. We did talk to ***** and the system was working once he got there and turned everything on, which we are happy to hear. 

  Thank you,

• Initial Complaint

  Date:02/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  In March 2022, we VERY RELUCTANTLY signed up with ES Solar because of a very pushy salesman who would not take "no" for an answer. After 4 hours with him, he assured us we were getting an $18000 rebate that we could put toward the $16000 payment we would have to make in order to get the monthly cost down to what we were currently paying without solar. That was a lie that many others have been duped by these guys with (according to reviews). It's a credit, which one MAY get if they meet the impossible tax requirements. In addition, we have water damage in our attic from their install, and we have external electrical damage that can't be fixed because the issue is with/behind(?) their box. We have been calling them and their bank for any resolution and we only got "someone will be in touch with you" type responses, if anything, and that never happens. All of this really compounded last year when our monthly electrical bill went up and the contract amount hasn't changed, despite regular on-time payments. I called today to speak with someone and ****** in Accounting said that the only recourse we have is to file legal action against them. My family and I are suffering under this payment that we cannot get down, and now we want to just sell our whole house to get out from under this nightmare but we can't without fixing water damage in our attic and external electrical issues that a licensed electrician could not fix. We want a refund, our actual "rebate", or for them to just take this junk back and eliminate that bad-faith loan from our lives forever.

  

  Business Response

  Date: 02/18/2025

  We have spoken with this customer in the past and explained to them how the tax credits work and that they should consult their tax expert to see how it will specifically work for them.  Our sales reps have all been trained extensively on how to present tax credits to customers.  We are very good at this and rarely have customers that are unhappy and complain about not understanding how the tax credits work. We did reach out again today to clarify this point, to which the customer did state that they understand. 
  
  We hate to see this customer having frustrations and not understanding the tax credit.  But, we can assure you this is not because we did not explain it to them at the time of sale.  It has been 2.5 years since we sold this customer.  It is strange that they have waited this long to say they don’t understand the tax credits?  We are open to ideas, but we don’t know how we can make this customer happy at this point. "
  
  We have not heard from this customer since November 2024 and have no records of any other issues or grievances being made after we reached out at this time. If there are new grievances we would like the customer to send any pictures of damages to [email protected] so we can ensure these issues get addressed ASAP.

• Initial Complaint

  Date:01/30/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 signed an agreement with ES Solar in June of 2021 which included the installation of panels, a battery, and a level 2 ev charger. The solar panel and battery were installed in October 2021, but the ev charger wasn't installed until the late spring of 2022. As a part of the agreement to purchase through ES solar, we made it very clear that we wanted a battery to help in emergency situations and to offset any outages. It was never explained to us that without an internet connection (which TAKES GRID ELECTRICITY) our batter would not work. Beyond that misrepresentation, from the start of our solar service, we have had problems. The installation process was as fiasco and we still have sections of our basement where they removed drywall but never replaced it. The electrical wiring is still visible. The battery has never worked properly - it still doesn't even when there IS an internet connection - and it took over 12 months after the initial installation for them to figure out that our inverter was defective. The whole thing had to be replaced. We have tried to be patient and to work with the company to address theses issues. We been asking and asking and asking for a replacement battery and for some real response to our ongoing problems. We feel that we have done our due diligence in working with customer service trying to reslove this issue

  

  Business Response

  Date: 02/04/2025

  Hello, 

  Today my Customer Service Supervisor spoke with Kate, and further discussed frustrations and put action plans in place on how we are going to move forward with getting the drywall repaired and get the Sonnen battery working properly. At this time Kate is communicated with Shirlynn (Customer Service Supervisor), and Shirlynn has ensured that we will do what was promised on the phone call along with getting these issues resolved directly with the customer. 

  Customer Answer

  Date: 02/05/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22878386, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Kate Summerhays

• Initial Complaint

  Date:12/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  My power continuously goes out. I have had this solar system about three years now. My inverter has been replaced three times now.. Rocky Mountain replaced bad wires two weeks ago. I am sure you all are tired of hearing from me but for the system I have and have been told it one of the biggest I should not be having these problems. Shout out to ***** ******* for taking my call on a Sunday night to get me partially up and running. Not sure why I dont have all of the power to my house as this has never happened before. At this point I am done and throwing in the towel. You sell us on this great and wonderful product and I have had nothing but stupid issues for the get go. I am done. Figure it out.

  

  Business Response

  Date: 01/30/2025

  After lots of communication back and forth and a little bit of "phone tag" ******* was a bit confused because she is not having any issues with her battery. I let her know the reason why I called was because the BBB complaint she left about having a few issues with your battery. She informed me The entire issue with her battery was caused by Rocky Mountain Power and quite a few wiring issues were caused by them. She stated everything is working great now and she will be sure to give me a call if anything else occurs in the future.

  
  

  The customer is happy with ES, as this issue ended up not being our fault. 

• Initial Complaint

  Date:12/10/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  In January 2024, we were contacted by a door-to-door salesman representing ES Solar. We explained that we already had a 24 solar panel system and wanted additional information about installing a battery and what ES Solar could provide. After the first discussion, we were unsure if we wanted to proceed and told him we wanted to discuss before making any decisions. He provided a business card and said we could call for another appointment. We contacted him a few days later and asked additional questions about adding more panels and ES Solar taking over our current system and the possibility of adding a batter backup. He provided us with quotes on January 25, 2024, which included the following items:1.ES Solar would repair the existing panels (8 of them are not producing). During the sales pitch we showed the salesman the type of solar we had and the current panels that were not working. 2.ES Solar would assume our entire system maintenance and we would not have to contact 2 companies for repairs.3.ES Solar would then make sure our entire system was up and running efficiently and all panels were providing power to the home and battery. 4.ES Solar would install 9 new solar panels and an inverter to get our home to the maximum allowed panels.5.ES Solar would install a battery backup system. ES Solar was provided information about our current system on 3/1/2024. It was not until June 21, 2024 after installing new panels and battery that they would not be able to do anything for our existing system. I contacted the sales person and he guaranteed me that ES Solar would fix the system and pay for any expenses for the repairs. Total Cost ES Solar:$36,590.00 9 solar panels:$ ******** ($350.00 per panel Avg cost on Amazon) SolarEdge Inverter:$ ******** (Amazon Price)Battery:$10,000.00 (Price was quoted multiple times by the salesman)Installation:$22,290.00 (NO WAY!!)NO one will respond and assist us. They took our money and ran, REFUND please

  

  Business Response

  Date: 01/13/2025

  Hello, 

  From what our **************** Team can see, the ********************** does appear to be working and producing. There is an option to run a hard line to the inverter to ensure that there are no further communication errors with the system. We understand that you are working with another company, but at this point until ****** can get further information on that 3rd party, we are unsure how to proceed.

  Customer Answer

  Date: 01/14/2025

   
  Complaint: 22668456
  
  I am rejecting this response because:

  The company I have been trying to work with to fix our existing panels was provided by ES Solar. ES Solar made the mistake of not identifying our system properly from the first visit to our home. ES Solar should pay 100% of fixing our existing system, it was their failure not ours in checking the system capabilities. A refund should be provided to us at least  $22,000+ in money that we have NO IDEA what it was used for. 9 solar panels and 1 battery does not add up to $36,000+ in cost. 

  I have sent multiple emails and texts to ****** and emails to ES Solar customer service all of which have gone with no response. The issue with our solar is we would NEVER have signed with ES solar had they told us from day one they would not be able to service our existing system. Because ES Solar failed to notify us of their problem is not our fault. ES Solar should rectify the situation immediately. 

  It took ES Solar a full month to respond that basically they don't know what to do? Maybe respond to customers timely and fix the issues. I have no trust in the solar industry. Get money from customers as quick as possible and then do nothing afterwards. 

  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 01/17/2025

  The company ES Solar recommended that has been working with the customer, was informed by ES that the customer owned an ********** ********************** system. The customer has paid for and received a completely functional and operating system and battery from ES Solar. The $500 charge to cover labor to fix the customer's current system was refunded to the customer in the form of a check, mailed and sent back in September 2024. 
  
  ES Solar has been transparent about our inability to service the pre-existing system once we had adequate information to determine the system type. Not all systems are installed the same nor use the same equipment, so it can take time to get the right people to determine the correct action steps to take. 
  
  The amount the customer is asking for to be reimbursed is for a fully operational and functional system that ES Solar will continue to monitor and provide service on per our guarantees and warranties. The pre-existing system - ********** - will be a system ES Solar will be able to provide service on later in 2025 as ES is working to get proper certifications and training to do so.

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 22668456
  
  I am rejecting this response because:
  

  I do not agree with this statement from ES Solar: "ES Solar has been transparent about our inability to service the pre-existing system once we had adequate information to determine the system type.". While we understand it could take time to determine our system type, this does not accurately account for the errors made by ES Solar. 

  1/24/2024 - We provided screenshots to ****** (salesman) prior to signing our documents. At that time ****** assured us ES Solar would have no problem with taking over our existing system. 

  2/21/2024 - We received and email from ES Solar asking us to contact Enphase and transfer our existing solar to ES Solar. We spent time on the phone with Enphase only to find out that our system was not part of Enphase solar.

  2/22/2024 at 9:27 am - I emailed ES Solar that we did not have an Enphase system and provided ES Solar the type of solar ************* the name, phone number and address of the company we had been working with for over 2 years to have our system fixed. We did not hear anything from ES Solar concerning the existing system.

  6/21/2024 - Installers arrived and took a couple hours to install 9 solar panels, the other installers were working on the battery. When the solar panels were complete they came to our door to explain that they would not be able to do anything with the existing panels because they did not have training. This was the first time that anyone from ES Solar had provided us information that our system would not be taken care of by their company. I immediately (9:16am) sent a text to ****** asking him to call me because of the issue. 

  ****** called me and explained that he had received an email back on 3/1/2024, he was supposed to notify us that our system was not serviceable by ES Solar at that time. ****** stated "I dropped the ball". We were told by ****** that because this was ES Solars error, ES Solar would contact a company and have our existing system repaired and refund the HUGE (haha) amount of $500.00, we did receive that refund later in the year. 

  7/9/2024 - Emailed ES Solar asking when a repair person would contact us for repairs. 

  7/11/2024 - Received email from ES Solar - They had contacted a company and if we wanted to reach out they provided a name and number. 

  7/24/2024 - ES Solar set up an apt to review the battery and turn our system on. We discussed the issue with the representative, he said he would look into it and let us know what was happening.

  8/13/2024 - Emailed ES Solar asking if there was any progress. Response was they were following up with customer service. We were hoping that ********************** would keep their promises and get this taken care of. We finally sent a text to the company provided by ES Solar.  

  9/3/2024 - After leaving multiple messages to the company ES Solar provide, we received a response to provide all our information and screenshots of our existing system.

  Also sent a text to ****** expressing our concern that no one at ES Solar was taking responsibility, we received no response.

  9/25/2024 - We emailed customer service again asking for assistance and a manager to respond. They responded that our email would be forwarded to customer service manager, we were not provided any contact information. We received no further assistance. 

  11/14/2024 - *********** provided by ES Solar came to our home after many texts and phone calls. They looked at a few things and left without telling us what was fixed (if anything). Again, no assistance from ES Solar. 

  11/26/2024 - Sent a text to ******, No response

  12/11/2024 - Emailed **** at ES Solar, received a failed email response so we forwarded the email to ******. ****** finally responded at 11:09 PM asking if I could send him screenshots of our existing system. The screenshots have been sent multiple times at this point. However, we emailed screenshots on 12/12/2024 in the morning. We received NO Response.

  Also sent an email to customer service through ********************** website. No response

  1/6/2025 - forwarded the screenshots via email to ****** again. No response

  1/7/2025 - Emailed ES Solar customer service asking for assistance because ****** will not respond. No response

  As you can see, we have been trying to get help, but ES Solar has done nothing to assist us. 

  We have priced our system if we were to install it ourselves and believe that we were over charged for 9 solar panels, an inverter and a $10,000 battery (quoted multiple times by ******). I have googled these items and average price would get us $22,290 below what ES Solar charged. We have not received an invoice from ES Solar, so we can't compare anything. 

  The response from ES Solar indicating they will be able to service our existing AP System sometime in 2025 is the FIRST time anyone has provided that information. If ES Solar is planning to get the training for that system does that mean they will actually fix our system 100%? That is what we have been asking for since 1/24/2024. We only signed with the company because they promised they would be our one stop shop, and we thought we would finally have a complete and functional solar system.

  We do not believe that ES Solar has been helpful and the only way we have gotten a response was by going to the BBB. We have done all the work to get our system running, while interest is accruing on a huge bill and we are still paying high electric bills. Why has no one followed through with assistance? Why is it that ES Solar has "dropped the ball" since June and not followed-up with the promises made by ******? 

  As you can see, we have tried and tried to get ES Solar to work with us, but have received little to no response. We can provide all the "receipts" needed to prove the above information of all the emails, texts whatever you want. Because ES Solar has not been transparent in their communications, it is the opposite, they have provided little to NO response. 

  We believe we should have  compensation from ES Solar for the last 12 months of trying to get our system fully functional, with no help. We also want a guarantee that when ES Solar has the ability to work on our *********** they will honor our contract and provide our one stop shop for our ENTIRE system for the full length of the contract. 

  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 02/03/2025

  Again, we are terribly sorry to hear about you experience. We are looking at reimbursement options, would it be possible to send me over the solar payment information for the last year? Once I receive that we can review and determine and discuss with you the best route of reimbursement/correction. 

  If you could send that info to ************************************* that is the best and fastest way to try and come to a resolution. 

  Customer Answer

  Date: 02/05/2025

   
  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.

  We will continue to work with ES Solar for a resolution for this case. I just want other people to know the process and read everything. Salesmen tend to promise the moon to get a commission and fail to provide the full details. 

  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:12/07/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Late last summer I had a solar battery installed by ES Solar in ******, ****. From the second they left my property I have had electrical problems. One of my outdoor outlets supplying power to my pond stopped working as well as my garage door. I immediately called them back. They checked everything and said it was fine. Since then I have had an electrician repair the same outlet and a garage door repairman look at the garage door. Nothing was wrong. Saturday 10/30 we had a power outage. My batttery backed up everything for about 20 minutes then everything went out. My garage door and heat never came back on. All of these are located on the back up panel they installed. I am now without heat for one week and although I have called and sent messages, I have not heard a word from them. **** could not fix heat because of a problem with wiring. The system is under warranty but what good is that if no one will bother to even talk to me.

  

  Business Response

  Date: 01/15/2025

  Hello, 

  After been communicated with my staff since this complaint was received, it looks like ********, **************** Supervisor, has been in contact and waiting for the invoices for the garage door and pond pump invoice. It does look like we have the garage door invoice. But in order to come to an agreement on how we need to move forward with getting the issue fixed, we are needing the pond pump invoice. ********, should be in touch today (if she has not already) to gather more info and further discuss the next steps. 

  Customer Answer

  Date: 01/16/2025

   
  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.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:09/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 had solar installed by ES Solar in the beginning of 2021. We signed our contract in December of 2020. The salesperson assured us that the batteries they would eventually install would power the house during power outages. The batteries were defective from the start. They have never powered our house during an outage and they, in fact, were drawing power all night for many months causing our power bill to be exceptionally high. We were also told that when our system goes down it would alert their office and they would send someone out to repair it. That also did not happen and we have just finished a summer with $250 electric bills. The system has been down for most of the summer. We only discovered that a few weeks ago when we received the power bill for June. The person that came out to fix it -- at our request -- said that there was a faulty breaker within the system that had tripped. He replaced it and it "should work now". Now we are entering the fall and winter months with far less sun so we will again have high power bills. We have had them out to our home so many times and each time they have promised us that they have "fixed" the system. They have not. Our electric bills and the amount we are paying for this defective system are at least $320 more a month than their sales person told us it would be. I even asked them if they would come out and disconnect the batteries so it would stop drawing so much power. I knew we were the "suckers" for having them come install the panels and batteries in the first place, so we would continue to pay for the broken batteries if they would disconnect them. They told me they could not even do that. I just want the system fixed. If they can't repair the battery situation and the panel problems I would like them removed. The money this is costing us is unbelievable. They have been so difficult to work with and have never given us a system that works properly for more than a few weeks at a time.

  

  Business Response

  Date: 09/19/2024

  Hello ****,
  ES Solar is aware of your grievances and we are terribly sorry for the experience you have undergone. An active case has been opened and we are currently reviewing your situation to determine the best route forward to ensure your situation is addressed and issues resolved. 
  In regards to the power bills you have been experiencing, we would really like to run a full system production and usage audit to determine the systems overall performance and failures. 
  We will have someone reach out to you with what we will need to run that audit and keep in touch with you on our plan of action moving forward. 
  Thank you.

• Initial Complaint

  Date:09/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Ever since we paid off our panels the level of customer service has gone down and we have been having problems with our electric bills for close to two years now and no help. They also guarantee if there's a problem they will pay the difference but they still have yet to fix the problem and only keep trying to sell us a battery. We have called and recently we found that for some reason there are two accounts on our address and were told someone would come out to fix it but no has as of two weeks. We've also had the system less than five years so I don't understand why we had great output until we paid it off and then suddenly have horrible output. We've tried reducing electricity use and still have outrageous bills as if we don't even have a solar system plus no one can seem to explain or fix the problem and I doubt we'll get the payment problem money they promise. It is also very hard to get in touch with anyone in person.

  

  Business Response

  Date: 09/09/2024

  Hello, 

  After reviewing your account along with talking with our customer service team it looks like in the last 6 years, you have a total of 3 tickets open with us. The current ticket was no open until 9/5, attached is a screenshot of the ticket with information. With that being said we have not been aware on this issue until 9/5. Our Customer Service team is working with you to get this issue resolved. 

  The reason for the higher power bill, upon reviewing the power bills, the power consumption of the home has increased which is causing the higher power bills. Even with that said the system is producing great and working properly, but as of Aug 2023 there is more power consumed than what is being produced from the system. Attached is a thread with communication made with our Customer Service team on this matter.  

• Initial Complaint

  Date:07/25/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 from ES Solar that were installed in Oct 2023. When I reached out to request an estimate I reached out to the company directly as I had researched and found they appeared to be a very reputable company. My estimate request was for a system that could provide me at least basic electrical services if the grid went down. The salesman came to our home and we shared this information. He didnt even mention batteries until I asked to add a quote with batteries. During this first visit I shared that I wanted to make sure I had electrical service if someone hit a power pole in the early winter taking the power out. He said the system can do that - again all before batteries as that was at the end I asked for that additional estimate. Fast forward to today, 25July2024, and a planned power outage occurred - and I was not worried about going elsewhere as there was plenty of sun to cover my needs. Imagine my surprise when the power went out and just now do I find out that without batteries I cannot have power. The only option ES Solar gave me was to buy some batteries for the future - but I dont have the capital to pay for batteries now - though I could have paid for a smaller system with batteries last year had I known this stipulation. I feel like this was a bait and switch as I even added panels to the initial estimate to ensure I had enough electricity - and I had the cash I could have ordered batteries and maybe decreased the number of panels slightly. I reached out to the salesman and to ***************** I assume management will get in touch with me in a few days, but no one was helpful today and no one offered any apology or offer to help me at all. After all, I got exactly what my contract said I received - even though the verbal misdirection changed my choice.

  

  Business Response

  Date: 08/09/2024

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

  After talking with my staff it looks as thought the Energy Technician did propose an option with a battery and without a battery. Solar only systems send power to the grid, battery backup systems store power produced by the solar system. The battery option would absolutely help in a power outage situation, but since you did not pick the option with the battery, a solar only system does not work in the event of a power outage. At this point ES Solar can come out and give a quote for adding a battery to your system. 

• Initial Complaint

  Date:04/15/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  The ES Solar panels deemed our tar and gravel roof as solar panel compatible but after they installed the panels, our roof leaked in two places right below where the panels were installed. We called several times and they came to make repairs. One leak was resolved but the other worsened. After 4 years of back and forth, they now say they are not responsible for the hole in the roof and want us to pay them to take off the panels while we pay a roofing company to repair/replace the roof.

  

  Business Response

  Date: 04/18/2024

  Hello,
  
  ES Solar was notified of the leak and then contacted a 3rd party roofer to complete an assessment of the damage and determine the source of the leak. Per the assessment of the roofer:
  
  "The tar and gravel roof has some rotted plywood around the edges but with all the snow we weren’t able to get a good look at the roof but the sections that we were able to look at it looks like this roof is getting to be toast. Cracking in all of the tar. Once that starts happening, it's a domino effect so it’s just gonna be a matter of slapping tar all over the place (bandaids) until they do the roof. I don’t do tar and gravel just because they’re a pain, to be honest. We could do a membrane roof and land at - $20,450."
  
  We informed the customer of these findings and they insisted ES Solar should be the responsible party for the roof replacement and costs associated, when clearly solar was not the issue in this case.
  
  ES Solar is not a roofing company and is not responsible for the state of the roof prior to the solar installation and expects the customer to be responsible homeowners for knowing the state of their home and roof.
  
  Any leak caused due to incorrect installation of solar equipment, ES Solar would and does, work with the homeowner to ensure fixes are handled and costs covered.

  Customer Answer

  Date: 04/19/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I am not asking ES Solar to replace my roof. I am asking that they repair the leak which started (with the first rain) immediately after they installed the panels and continued, with every rain storm and snow melt thereafter for the 4 years that followed. They repaired one of the leaks. They came diligently every time we called but failed to repair the other leak, which leaves a stream of water flowing into my kitchen every rain. By coming at all, they acknowledged that their work was responsible. They admit that the roofing company could not see the source of that leak due to the snow. Additionally, we were assured that our roof was suitable for solar panels. If it was "toast", if it was a rotted roof, then what solar company, in good faith, would put solar panels on it? The fact that our roof is old is irrelevant. It leaks in only one place, the place that started immediately after their installation. Again, I am not asking for a new roof. I am not asking for a new ceiling which is now water rotted and stained. I am merely asking for a repair of the hole in my roof made when they installed the panels.

  
  Sincerely,
  
  ********* ******

  

  Business Response

  Date: 04/19/2024

  Hello,
  We would like to send a 3rd party roofer back out since the snow has melted to complete a more thorough assessment so we can determine how to proceed. ES Solar is completely willing to take responsibility for any faults on our end. 
  Based on the previous assessment it was determined not to be at the fault of solar, but it was not as thorough of an assessment due to the snow. If the customer is willing to let us proceed with this course of action, then we can determine how to work towards a resolution.

  Customer Answer

  Date: 04/22/2024

  
  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. I am very willing to have another roofer come out and look again and see if the source of the leak can be determined. Thank you!
  
  Sincerely,
  
  ********* ******