ComplaintsforNew Star Solar, LLC

• Initial Complaint

  11/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I noticed my solars were not working, I gave new star a call and a lady answered stating that new star was no longer in business. I was left with no option but to find someone else to go and diagnose my solars. It was diagnosed that it requires a new converter, solar edge was contacted and stated that a new converter was already sent out to new star. The 3rd party solar company had to charge be a diagnostic and was unable to repair the solars due to the converter being sent out already to new star. I have been calling new star phone number (###-###-####) multiple times throughout the day for a month now and no one answers. I need to know if new star is still in business and if someone can help me with this issue.

• Initial Complaint

  08/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a solar system from new star. Now it doesn't work right and can't them to fix it. We have tried to get on the schedule to come repair it. the don' answer the phone like they are avoiding our phones calls. this has been going on since June 2023 we need it fixed they said it was under warranty.

  

  Business response

  09/21/2023

  New Star sent a technician and repaired the issue. 

  Customer response

  09/22/2023

  
  Complaint: ********
  
  I am rejecting this response because: No one came out to look at it they did it by text he said he would get it o n the schedule for some one to come out . Now I just get error message not communicating .

  He says system is to small from his office how can he see it from there if its not communicating the arrow on the meter keeps taking power from the grid.
  
  Sincerely,
  
  **** ******

  

  Business response

  10/06/2023

  NewStar sent out a technician to ****'s house twice. We sent out a technician on September 1st. The system was working but we changed a few wires and contacted Enphase and rebooted the system. **** contacted me after that the system was still not working but in the monitoring software it was showing the system was still working some days. The way Enphase is designed it is very unlikely for the whole system to turn off at once. And it is impossible for a system to be functional every other day.  Enphase uses microinverters which means when something breaks it is one panel that stops working at a time, not the whole system. The only way the whole system goes down is faulty breakers, wiring, or the power is being shut off at the main panel. 

  NewStar then sent another technician October 3rd to make sure the breaker in the main panel was functional and the wiring was installed correctly. The breaker and the entire system was working and operational. Nothing needed to be physically repaired on the second trip. We checked every connection and everything was secure and installed properly. NewStar still took the time to contact Enphase and ran a complete diagnostic check. Enphase concluded nothing was wrong. We also installed a cell kit so we were not only relying on the wifi to send data. We are now not receiving data from the cell kit. The only way for this to happen is if the system is turned off at the main panel. The system produces the amount of power it was designed to produce when it is not turned off at the main panel. 

  **** believes that her solar system should offset 100% of her power. But her system is undersized for the amount of consumption she now requires. When the system stops producing more power than consumed **** believes the system is not working. When this happens she turns the breakers on and off. This can result in the system needing to be rebooted by a technician. Home owners should not be turning off and on their systems. This should be done by a technician for safety reasons. And because it will not help produce power in any way. All it will do is reduce the amount of power the Enphase system can generate to the homeowner.

  **** is consuming more power than the panels/system can produce. The only way to fix this is to upsize the system. And the main panel breaker should not be turned off unless a technician is working on the system.  

  I don't know what else to do to help besides selling/installing more panels so she can offset her complete power bill. There is nothing wrong with the system.

• Initial Complaint

  10/28/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  July of 2021, ********************* pitched New Star's solar panel installation to us. A week or two later *********************, *************** Consultant came to our home and finalized the deal. During that time ********************* told us about a rebate of $******* that we just missed out on. Just my luck, I told ****. **** told us he would honor that rebate amount after the panels were installed. **** also mentioned a 72 hour battery and promised us that he would throw that into the package at no extra cost . Sounded good, and additional ******* and a 72 hour battery. But wait, it gets better. In September of 2021 a solar panel salesman from Vivint showed up on my front door. After he left I called **** and told him that a Vivint sales person just visited me. **** told me he would give us another ******* plus a six day battery. In Decemeber of 2021 I sent **** a reminder that we have not received the ******* or the 72 hour or six day battery that was promised. Here's ****'s reply that was emailed to me on Monday, December 13, 2021 - "Hey ****** you will get what you were promised. If you or your wife have Venmo or cash app then Ill send your $3,055 through that. Please text me your Venmo or cash app to my number at ************ As far as the battery, we are starting to use a bigger higher capacity battery and when I can get an eta for you then it will be delivered. So this email will serve as the in writing that you wish you had gotten before. Sorry for all the delays and inconveniencess.****"After being ignored by **** again for a week or two I wrote a 1 star review about New Star. **** called me and asked me to chagne the review to 5 stars, then he would pay what he promised. I edited the review and gave New Star 4 stars. Here we are, October 28, 2022, I did receive a single payment of ****** from ****, no battery. I emailed **** on October 27, 2022, an annual reminder. Crickets.

  

  Business response

  11/23/2022

   Unfortunately we had a very dishonest independent sales representative by the name of *********************, who made promises to customers that were untrue and he never intended on fulfilling those promises. None of the promises and commitments made to *********************** were put in any contract with New Star Solar LLC, they were made between ********************* and the customer. Any commitments and promises made between ********************* and *********************** need to be handled directly with each other. ************************* phone number is ************ and his email is *************************

  Customer response

  11/30/2022

   
  Complaint: 18329841
  
  I am rejecting this response because: ********************* is/was a representative of New Star Solar, that's what his business card shows as well as his email address ****@newstar.solar when he made promises to me and my wife.  Here is an excerpt from an email conversation.  

  
  ********************;<******************************************;
  To:Cache Price
  Cc:********************
  
  Mon, Dec 13, 2021 at 6:18 PM
  
  
  Hey ****** you will get what you were promised. If you or your wife have Venmo or cash app then Ill send your $3,055 through that. Please text me your Venmo or cash app to my number at 
  ************ As far as the battery, we are starting to use a bigger higher capacity battery and when I can get an eta for you then it will be delivered. So this email will serve as the in writing that you wish you had gotten before. Sorry for all the delays and inconveniencess.
  *********;

  What is contract? A contract is a written or spoken agreement, especially one concerning employment, sales, or tenancy, that is intended to be enforceable by law.  What New Star Solar is now saying is that their "dishonest" representative whether independent or not, ********************* was representing New Star Solar when he promised a cash rebate and and back up battery verbally, via email, and text messaging. Very discouraging reply.  

   

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

  Customer response

  12/14/2022

   
  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

  09/23/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The salesman was good and promised a great experience but it was anything but that. No disclosure of the buy down on interest rate through the finance company. When I indicated I wanted to pay cash no method to make payment was provided and I was subsequently told I had to use the financing company. No communication was made timely as to when installers were coming to the property. The list goes on. I would strongly recommend you not deal with this company.

  

  Business response

  10/06/2022

  ********************* entered into a solar with ********************* Who is an independent contractor I have a New Star Solar. ********************* provided a thorough proposal and solar design and ********************* agreed upon the solar placement and price for the solar. At that time ********************* entered all of the necessary personal information for his wife ***************** to be qualified for a loan. New Starter solar than proceeded to get all of the necessary permits design and engineering necessary for the installation to take place at The pain home in **** ****. A few days later ********************* notified ********************* saying that hed like to find out what kind of discount he would get for paying cash. ********************* told him the discounted amount. ********************* said that he did not have the money and he would have to go out and get a loan from some relatives. The solar was very promptly installed on The pain home. ********************* notified ********************* to let him know that we needed payment for the completed and installed project and told ***** that the payment needed to be there by the end of the day. There was no response from *********************. New Star Solar then submitted for payment with ********** financial. ********************* notified ********************* several days later saying that he had the money now. New Star Solar informed ************************* that the loan had already been funded and that ***************** was financially responsible for that loan. New Star Solar contacted ********** financial and they were unwilling to allow campaign to be released from that loan and get a refund of funds to New Star Solar. It was decided mutually between New Star Solar and ********************* that ***** would pay off the loan in full and that New Star Solar ********************* and ********************* would come up with an equitable and fair resolution. On Friday, September 23 ********************* tempted to try and call ********** to pay off the loan in full. I received a text message from ********************* and he said he was having trouble reaching ********** financial. I personally call ********** financial and talked with our representative and they said that they would have someone from the loan payoff department call *********************. I am mediately texted ***** back and by that time he had already gotten a call back and was on the phone with ********** financial to pay off the loan. I committed to ***** that we would work it out and make it right with him once he had paid off the loan. As you can see from these text message thread I asked him to call me and Let me know how the phone call went and committed to him that we would make it right with *********** 
  
  ***** did not phone call or make any attempt to reach me to come to a resolution and to make sure we got him taken care of. ***** immediately resorted to filing a complaint with the Better Business Bureau.
  
  I was so surprised and confused to see this complaint since the commitment had been made to take care of ***** and make it right with him.  
  
  We have done everything possible to try and remedy the situation. Its very unfortunate that this had to occur and that ***** resorted to try and hurt our reputation.Tell us why here...

• Initial Complaint

  05/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We started to get solar panels and service on Jan17 2022. ********************* was the saleman and he promised us that: 1. They would get it installed in January 2. They would reimburse us for our Electric **** until it was connected, 3. A battery for back of power would be delivered.4. It would be up and running by March. In January they installed the solar panels on our roof. That is the only thing that they have done. We are paying our Electric bills and the loan payments we do not have service, a battery, or reimburments as promised. We want to file a formal complaint because they have not met their end of the contract. I have sent them the email they requested for the amounts of our Electric bills. We have called multiple times they make promises but never follow through.

• Initial Complaint

  12/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  June 10 2021, Purchased a Solar System install from New Star Solar.Installation was performed in August 2021. However a fence which was included in the financing was not scheduled and has since caused consistent delays in turning on the Solar System. ***************** will not allow the Solar system to be turned on until the fence has been installed. I have now personally paid for the Fence installation as well as various or installation related expenses which were included in the total loan amount already paid to New Star Solar. I have also been making monthly payments on the Loan amount as well as my ****** Power essentially getting double billed for power. I would like new star solar to also pay any expedite fee's to get the fence installed sooner so that the solar system can be turned on as soon as possible.

  

  Business response

  12/06/2021

  As discussed previously we've cut a Check (# ****) to pay for the fence that the city required for the solar system.

  Customer response

  12/12/2021

   
  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

  11/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  It's been months of trying to get the system installed and turned on. It was all supposed to be on and going by mid October but now here we are November 28 and the system is still not on. We have had them mess up the installation, leave excess materials on our property for weeks, and we can't get the rep to respond or communicate with us. He has told us twice he will show up to make sure the system gets turned on but no shows each time and won't respond to messages. Now we are stuck with panels on our house that aren't producing electricity AND our electric **** because they won't show up to turn the system on.

  

  Business response

  12/03/2021

  Hey Zach and *****
  
  
  As discussed over the phone we're issuing a check for $300 to help in resolving any and all issues regarding your solar and you've agreed to either take down or change the negative reviews on BBB, ************ and others if applicable.  The check will be in the mail today.

*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. ↩