Complaints

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:04/25/2025

  Type:Product 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 January of 2024, a representative from Kin Home (His name was ****) approached my family despite a clearly visible "No Soliciting" sign on our door. The salesperson ignored it, stating “I’m not selling you anything,” then proceeded with an aggressive and high-pressure pitch that made us feel he wouldn’t leave until we agreed to the solar panels. We were promised our combined solar and power bill would not exceed $350/month. In reality, we’ve been paying nearly double. The rep also told my wife that during a power outage, the panels would continue to supply power—this was false. We were misled on multiple fronts, including assurances that the solar loan could be transferred to a future buyer. Now that we are trying to sell our home, we’ve been told the buyer cannot assume the loan and we must pay it off entirely. I’ve contacted Kin Home multiple times, but they claim it’s no longer their responsibility and directed me to the lender, EnFin. EnFin refuses to assist, saying there’s nothing they can do unless the loan becomes delinquent. This situation has placed a financial and emotional burden on my family. We’re paying for a system we don’t benefit from in a house we no longer live in. The sales tactics used

  

  Business Response

  Date: 05/01/2025

  Thank you for reaching out and sharing your experience. I want to begin by sincerely apologizing for the frustration, confusion, and stress this situation has caused you and your family. Your concerns are absolutely valid, and I want you to know that we take them seriously.
  

  While the solar loan is managed by EnFin and we unfortunately do not have the authority to modify loan terms, I would still like to assist where I can. Regarding the high utility bills you've been receiving, I’d be happy to perform a full system performance audit to ensure your system is operating as expected.
  

  To get started, please email us copies of your utility bills covering the 12-month period following your Permission to Operate date on 3/20/2024. Once received, I’ll review the data and provide a detailed report on your system’s production and how it aligns with your usage.
  

  Thank you again for your patience, and I look forward to helping you get the clarity you deserve.

• Initial Complaint

  Date:04/16/2025

  Type:Product 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.

  I started this process in June of 2024. There are several issues with this company, but you unfortunately limit the number of words you can use to describe your experience so I will focus on the last piece I am waiting on to be resolved. Other serious complaints are the complete disregard for the customers time with 2-3 weeks between responses and not having any clue that they owed me ***** that they wrote into my loan. The main issue and complaint now is with receiving the ***** reimbursement check. After they finally located where it showed I was owed ***** I was told by the director that she was waiting on approval and then it would be sent. That was the middle of February. I never heard back. I then reached out 3 weeks later to check in. I got a response a week later stating "It looks like were ready to move forward with the tree trimming process. I will be submitting a request to have a check sent to you for $*****.00 to cover the tree removal". It was then 3 weeks before I reached out again. This time, the message I received was "Were currently working on getting the $***** reimbursement for the tree removal sent to you by the end of next week". I have been told three different times the money was being sent or approved. I am constantly met with repetitive responses after weeks of no contact. I would like the ***** that was put into my loan to use it for what it was given to me for.

  

  Business Response

  Date: 04/17/2025

  Thank you for bringing this to our attention, and we sincerely apologize for the delays and miscommunication you've experienced throughout this process. We understand how frustrating its been to wait for clear answers, and were committed to making things right.
  We can confirm that the $4,500 reimbursement check is set to be processed next week. We recognize this has taken longer than it should have, and were actively working to prevent these kinds of delays moving forward.
  This amount was included in your loan, and once the check is issued, its completely up to you how the funds are usedwhether for tree removal or otherwise. Our priority is ensuring that you receive the reimbursement as promised.
  We truly appreciate your patience and are here if you have any further questions.

  Customer Answer

  Date: 05/12/2025

   
  Complaint: 23214292
  
  I am rejecting this response because:
  

  Good morning, 

  
  

  I am reaching out because I filed a complaint again Kin Home, my complaint was assigned ID ********. The business responded that the check would be sent out by the end of next week, and according to the email that timeline would have them sending the check by 4/25/2025. I have yet to receive the check a week and a half later. 

  
  

  How do I go about checking in with a complaint to make sure what was said is followed through with?

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

  

  Business Response

  Date: 05/28/2025

  Thanks so much for your continued patience. I can completely understand how frustrating this has been, especially with the long gaps in communication and the confusion around your $4,500 reimbursement. I'm really sorry for all the back-and-forthits not the experience we want you to have.
  Right now, theres a bit of a delay on our end due to some internal processing issues related to how certain loan-related funds are released. Its taking a little longer than we expected to get everything finalized, and I wish we had been clearer about that sooner.
  That said, we are actively working on it and making sure it gets resolved as quickly as possible. Ill be keeping an eye on it personally and will check back in with you by Friday, May 30 with a solid update.
  Thanks again for your patience and understandingwe really do appreciate it.

  Customer Answer

  Date: 05/28/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution will be satisfactory to me when it is followed through with.
  

  Thank you for the response and I look forward to hearing from you May 30th, 2025. 
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:04/12/2025

  Type:Product 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.

  Today's date 4/13/25 Door to door sales people continue to harass us by continued approaches to our home after I contacted the company at least twice requesting they not come to our home.

  

  Business Response

  Date: 04/17/2025

  We sincerely apologize for the continued visits to your home after you requested otherwise. This is not the experience we want anyone to have with our team.
  We take your concerns very seriously, and weve now flagged your address in our internal system to ensure no further door-to-door representatives approach your home. Weve also reiterated to our sales team the importance of honoring all do-not-solicit requests promptly and respectfully.
  If there is anything further we can do to make this right, please dont hesitate to let us know. Again, we truly regret the inconvenience and frustration this has caused.

  Customer Answer

  Date: 04/17/2025

   
  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:02/21/2025

  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.

  I install solar with kin home 2024. on January 2025 the system was not working at all. I called kin home and they told me they don't have any service tech available in **********. for almost 2 months they never called me back and I called them multiple time, they still told me that they don't have anyone can come and fix the problems. I paid monthly loan for his solar and utilities bill. if this problem can not solved , I would like to file a law suit for my money and right.

  

  Business Response

  Date: 03/20/2025

  Thank you for bringing this matter to our attention. We're truly sorry to hear about your experience, and we understand how frustrating this situation has been.
  In order to thoroughly review your claim and provide the appropriate resolution, we kindly ask that you provide the service address or the full name associated with your project. This information will allow us to locate your account and investigate the issue further.
  Wed also like to assure you that we have service technicians available for scheduling each week, and we are committed to resolving this as quickly as possible. Additionally, we would appreciate the opportunity to better understand what caused the delay in your service so that we can improve our processes moving forward.
  Please reply with the requested information at your earliest convenience, and we will prioritize your case accordingly.
  We appreciate your patience and look forward to working with you to resolve this.

• Initial Complaint

  Date:01/14/2025

  Type:Product 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.

  I was promised that I would be producing 104% on my energy needs for my small home. There is a large tree in the neighbor's yard that I had many concerns about. After limbs were removed, I still felt that there would not be enough exposure. Again, I was "guaranteed" 104% production. As it is I have barely gotten 50% with 18 panels on my roof. When I contacted Kin I was upset because now not only do I have a high payment for the panels but FPL bill that was barely moderated. I asked to have them removed since the work was "guaranteed", this was refused. I asked for alternatives and was told they would talk to the neighbor to have further limbs removed at my expense. There was a response about adding further panels but no details on when, how many or what cost. Then again, I reached out and have been continually told the matter is under investigation, but I am yet to get any kind of response to my emails of to my issue. This has been happening since August 2024.

  

  Business Response

  Date: 01/15/2025

  We spoke with ***** on January 15, 2024. We agreed to return to review the annual production after a years worth of production has been captured , and offer a portion toward the tree trimming to further assist with increasing the production if it does not meet annual production estimates. 

  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:11/16/2024

  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.

  A few months ago, a sales person from Kin Home came to our house and told us about what he described as a great solar power opportunity for our home. After agreeing to purchase panels and filling out paperwork for a loan, arrangements were made for a home inspection and we were approved. The report from the inspection did not state that they would have to replace our breaker box. A couple of weeks later, panels were delivered to our home and installed within a couple of weeks. The only thing not done is the replacement of the breaker box. It has been more than two months since then and we still do not have the panels connected for service. The program was presented that we would pay for the panels in leui of paying an electric bill. We are now being billed for panels that do not work, as well as our monthly electric bill. Additionally, our electric rate has increased in this time because our locked in rate expired. We had not signed up for a new electric plants because we expected our panels to be working. Kin Home claims to be waiting for regulatory approval, but there is NO local government structure for regulation where I live. They will not let us out of the contract despite the fact that they have not fulfilled their portion of it. We want the contract fulfilled immediately, or equipment removed and our roof replaced.

  

  Business Response

  Date: 11/18/2024

  Thank you for bringing this to our attention and sharing your concerns. We sincerely apologize for the delays and the inconvenience this situation has caused.
  We want to assure you that we are committed to resolving this as quickly as possible. To address the current billing issue, Kin Home has been covering your solar loan payments because we strongly believe you should not have to pay until you can benefit from the solar system.
  Regarding the connection of your solar panels, we are required to complete a regulatory electrical inspection before the utility can disconnect your power and allow us to proceed. Unfortunately, there are no local authorities in your area equipped to conduct this inspection. As a result, **** had to request special accommodations from your utility provider, which has added unexpected delays.
  We are actively working on getting the necessary electrical work scheduled and confirmed to move this process forward. Please know that your project remains a priority for us, and we will keep you updated every step of the way.
  We truly value your patience and understanding as we navigate these challenges. If you have any additional questions or concerns, dont hesitate to reach out directlywere here to help.

  Customer Answer

  Date: 11/22/2024

   
  Complaint: 22565344
  
  I am rejecting this response because:
  

  As I previously stated, the work should not have been started if Kin did not know how to proceed with regulatory issues. I have received no updates from them since I last made contact to ask what is going on. 

  Additionally, I have had to cover a portion of the loan payments for the panels. They sent a check to me electronically. Had I known that accepting payment in that manner would cost me 3% of the check, I would have asked for a paper check. 

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

• Initial Complaint

  Date:10/29/2024

  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.

  When I got the solar they told me I would have a cheaper light bill that is not true Right now my light bill was high because solar is not working and they will not come out and fix it I have a 25-year warranty on it. Not only that they lied about getting a rebate of $10,000 so now I am stuck with a $35,000 payment for solar and paying a highlight bill because they will not come out and fix the solars.

  

  Business Response

  Date: 11/11/2024

  Thank you for reaching out and bringing this to our attention. We're sorry to hear about the issues youre experiencing with your solar system and the concerns with your electric bill. As part of our commitment to your satisfaction and the system warranty, we are scheduling a service appointment to inspect and maintain your solar system, as outlined in our agreement. This should help ensure the system operates at peak efficiency, which can help lower your electricity bills as expected.
  We understand the importance of having your system working effectively and appreciate your patience while we address this. Our team will follow up shortly with scheduling details for the service appointment.
  If you have further questions, please dont hesitate to reach out. We're here to support you and ensure you get the most out of your solar investment.

• Initial Complaint

  Date:08/27/2024

  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.

  Buyer beware. Not reliable. Do not fall for their great salesmanship and smooth answers. They have poor communication, false expectations, and lied about their progress with our Alliant energy project. The solar panels are actively on our roof and not even connected because of their lack of oversight and project management. I have had to request my own updates and still have no straight answer on the finalization of our project. Find a company that doesn't turn and burn on you. I truly question how they will honor the warranty if they cant even finish the project.

  

  Business Response

  Date: 08/28/2024

  Thank you for sharing your concerns with us. We sincerely apologize for the experience you've had and understand how frustrating this has been. We want to assure you that we have been in contact with you today to arrange a reimbursement for the delay caused by our coordination with the utility company. We have also escalated your project to ensure swift and efficient progress moving forward.
  Our customer experience team is here to address any additional concerns you may have. We are committed to seeing this project through to completion and look forward to energizing your system soon.
  Thank you for your patience, and please don't hesitate to reach out if there's anything else we can assist with.

• Initial Complaint

  Date:08/22/2024

  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.

  A door to door came and spoke to my mother when I wasn’t available and set up an appointment. When the rep showed up for the appointment he started to give his spiel and couldn’t connect to internet. Asked if he could tether to my phone and I told him no and proceeded to confront him about there terrible reviews. All he could say was the bbb bases there rating of resolved complaints however the “resolutions” responses I see are all generic AI responses. I told him we are not interested and he proceeded to try and convince my mother who is on fixed income that this was best for her. Then proceeded to speed off down the road. His name was Steele.

  

  Business Response

  Date: 09/03/2024

  Nicholas, 

  Thank you for bringing this situation to our attention. We're genuinely sorry to hear about your experience and the concerns you have regarding our representative's visit.
  We strive to provide clear and helpful information during our appointments, and it’s disappointing to learn that we fell short in your case. We understand your frustration with the issues around the communication from our representative. We also want to apologize if you felt pressured during the conversation, as that is never our intention.
  Your feedback about the responses you’ve seen online is also important to us, and we’re committed to improving how we address concerns and questions from our customers in a more personal and meaningful way.
  We would appreciate the opportunity to make this right. Please feel free to contact us directly if there’s anything we can do to address your concerns or assist your mother further. Your trust is important to us, and we want to ensure that you feel confident in any future interactions with our team.
  Thank you again for your feedback, and we hope to have the chance to regain your trust.

• Initial Complaint

  Date:06/13/2024

  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.

  Two white males probably in their 20s claiming to be from Kin Solar (dressed in Kin hats and Polo shirts, although previously they were in normal clothing) have repeatedly knocked on our door and tried to convince us to get solar panels. We have repeatedly told them we are not interested, requested they take us off their list, and pointed out our "no soliciting" sign. The men drive an unmarked car and sometimes park in our driveway. We have also tried ignoring them and not answering the door, but they sometimes stay upwards of ten minutes looking in windows. The most recent incident was after 9pm on a weekday (6/13/24). We contacted the local police (who informed us we were far from the first people to call about the issue) and added our address to our city's "do not knock" registry. I would like for this company not to send representatives onto our property again. Ideally we would also like them not to knock on the doors of our neighbors at inappropriate hours.

  

  Business Response

  Date: 06/18/2024

  Thank you for taking the time to inform us about the troubling experiences you've had with our representatives. We are genuinely sorry for the inconvenience and discomfort this has caused you.
  Please rest assured that we have addressed the situation internally. We have taken your concerns seriously and are committed to ensuring that this kind of behavior does not occur again.
  We understand the importance of respecting your privacy and the integrity of your home environment. Your feedback is invaluable to us as we strive to improve our practices and maintain a high standard of professionalism.
  If you have any additional concerns or if there is anything further we can do to assist you, please do not hesitate to contact our customer service team at *********************************** We appreciate your patience and understanding in this matter.