Complaints

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

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  Radix

  Logan, UT 84341-1704

  
• 

  Radix

  1941 Madison Ave Idaho Falls, ID 83401

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:02/07/2025

  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.

  In August 2023, I was also pressured into buying solar panels by this company going door to door in our low-income community. I was told that I was going to have more than enough solar panels installed (and a few extra) to eliminate our electric bill, but did not. I was also told that I would be "Guaranteed" more than 12,000 dollars in tax credit that I could apply towards the total loan of 42,629 dollars. I was informed I needed to pay that 12,000 towards principle by March 2025 or my payments would increase by $100 dollars, so using the 12,000 dollars in tax credit was their explanation for how I could make that happen. Sounded like an awesome deal. Well, tax season came around and I was only allowed 300 dollars of the total 12,000 dollars in tax credit, since I did not owe enough taxes to use more credit. Well this year, I filled taxes again after making more than 20,000 more in 2024 and I was only able to use 550 of tax credit again. There is absolutely no way I can pay 12,000 out of pocket towards principle and was disclosed that tax credit was not guaranteed. Now my payments for the next 14 years will be $100 dollars more a month, which I would have never purchased if I was disclosed all the information at the time of sale. While still receiving an electric bill (approx $50 instead of the $150) when I was promised I would not receive a bill, that APS would be sending me a check because I had made sure to buy enough panels to feed back into their system. In December 2024, sales people came to my home telling me that they wanted to check that my system was functioning as it should. I was relieved at first letting them know I was confused why I was still receiving a bill. When I let them in, I was told I don’t have enough panels and the electric companies rates are going up so I need additional panels, an additional $40000 loan. I literally broke down and told them I would never use their company again. Plus no way to self-monitor system functionality. FRAUD.

  

  Business Response

  Date: 02/12/2025

  Hello!

   

  We complete a verification call with each of our customers on the day of signing to ensure we cover any concerns that the customer may have. One of the questions in this verification call is,“Do you understand that our energy experts are not tax professionals and  that any questions regarding your tax credit should be discussed with a qualified tax professional?”. Radix wants to make sure that each customer knows that we are not tax professionals and that they should speak with a tax professional to confirm their tax status and what they would receive as part of the credit. Radix does not decide how the financing is carried out and only the financier (Goodleap in this case), would have the information regarding their payments and any changes to that amount. I am not sure if the sales people that came and spoke to this customer were just trying to make a sale, but we would love to get to the bottom of it. We want to work with this customer to make sure that their system is operating properly and would be more than willing to send a technician to their home to perform a system check. We also would be happy to conduct an energy audit for this customer to explore reasons as to why they are still receiving a utility bill. We would love to invite the customer to call our customer care team at ###-###-#### or via email at [email protected] at their earliest convenience. Thank you. 

• Initial Complaint

  Date:01/22/2025

  Type:Billing 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.

  First lie- our electric bill would be reduced (ours is just as high as it ever was, we just have two bills now totaling around $700 per month) Second lie- we’d get $11,000 dollars back on our taxes to put towards the principal of the loan( I just finished turbo tax and we don’t qualify….only people with an insane amount of tax debt qualify) Third lie- It wouldn’t affect our credit and he specifically said it wouldn’t affect our debt to income ratio( just did a credit pull and it’s on there) The fact that Radix has an A+ on the BBB sight after taking advantage of so many people forcing them into financial hardship makes me question what these ratings are really based on.

  

  Business Response

  Date: 01/22/2025

  Hello!

  I have spoke with David Zuniga and are working on resolutions to the complaints. The first step Is we are having a service technician stop by today to test the system and ensure it is operating properly and there are no issues. We are also working to review the customer's utility bills to better understand why they are having a higher bill than anticipated. In regard to the tax credit, or ITC, we always recommend reaching out to a certified tax professional to understand each person's specific situation and what they would be able to claim as we are not qualified tax professionals. Typically with any loan it will show up on a credit report or debt to income ratios. Unfortunately, we are not the loan company and therefore wouldn't have any information on how each financiers loan options appear on credit reports. Thank you. 

  

  Business Response

  Date: 01/28/2025

  Hello!

  Based on the situation that I have seen from this customer, they are getting exactly what they paid for in the contract. Their system is operating exactly as designed and is producing as much energy as they were quoted. The issue remains the same that their energy consumption has doubled, which is why they have a high utility bill, their solar is covering everything they were using when they got the system, but wasn't designed to cover for double the energy consumption. I do also want to make note that we are having this same conversation via email and we have been very responsive to every question this customer has. I will include a screenshot showing that we have answered these questions and will continue to do what we can to help the situation. Thank you.

   

  To answer the question at hand about the signed paperwork: "Your husband was the only one that signed any paperwork with us. His name is the only one on any contracts or accounts with us. If that is the case I would speak with your husband, because Arizona is what is known as a Community Property state, meaning that the house is yours as much as it is Davids. This means if one person enters into an agreement, the other person does not have to consent on the contract as well. I will include the law from the official Arizona state website. Let me know if you need anything else. **************** "

  Customer Answer

  Date: 01/29/2025

   
  Complaint: 22841742
  
  I am rejecting this response because:
  The company has offered no real solutions to anything there are so many others out there in my position and we are consulting legal counsel who has advised us to stop direct communication with this Radix.
  Sincerely,
  
  Chloe Zuniga

• Initial Complaint

  Date:01/11/2025

  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 am a current customer, regretfully. ********************** have left my solar system down for 4 months and just ignore any support requests and management is unavailable. If you're a potential customer RUN!

  

  Business Response

  Date: 01/13/2025

  Hello!

  We had been in contact with **** about his concerns and then recently he stopped taking our calls. What I explained to **** is that he is getting a second solar system and when we add a system to an existing system, we have to go through a process called 'tie-in'. During this process we need to deactivate the existing system so that we can install the new system without having any electrical issues. Once his system reaches PTO (permission to operate), which will be any day now, he will be able to turn both systems on. I most recently tried to call **** on January 10th at 4:23pm at which time I received his voicemail and I left him a detailed voicemail explaining the situation and what we are currently waiting for. We are happy to help him always, our number again for reference is ************. Thank you. 

• Initial Complaint

  Date:12/16/2024

  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.

  In April 2024, we were pressured into a sale in our home that was supposed to eliminate our electric bill but did not. Now in December 2024, sales people came to our home again telling us that the previous salesman was not with the company and they had to check his work. We were told we don’t have enough panels and the electric companies rates are going up so we need additional panels for an additional $40000 loan. I told the salesman I wasn’t signing anything today so he decided to tell me the process once I sign paperwork. I told him he’s on my house, I will not be pressured into a sale and I will revoke whatever plan he tries to put me into. I want a refund for my original system. They can take the panels back.

  

  Business Response

  Date: 12/24/2024

  Hello!

  During the sales process, there can typically be information that is needed in order to get the entire picture of what kind of solar system someone needs. Some of this information may not have been available to the person that came most recently. I believe there are reasonable solutions to these concerns that don’t involve spending $40,000 on an additional system. Our customer care team specializes in this sort of thing and would be happy to complete an energy audit to determine what might be happening with the system. I highly recommend they reach out to them at ###-###-#### or via email at ***************************.

  Thank you so much, we look forward to assisting you.

• Initial Complaint

  Date:11/18/2024

  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've been dealing with these people for 5 months and it's still not finished...first the panel installers put an anchor through our patio roof splitting the wood and was never fixed..then someone dropped a water bottle down the furnace flue causing damage to our furnace...another big bill for us....then they scheduled a power kill so I take the day off and their electrician never showed up wasting everyone's time...this is the worst experience we have ever had with a business

  

  Business Response

  Date: 11/19/2024

  Hello!

  We have spoken with the customer and addressed their concerns. We are working on fixing any and all damages that occurred while also rescheduling their ************ Panel Upgrade to coordinate with their schedule. thank you.

• Initial Complaint

  Date:09/15/2024

  Type:Billing 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 believe I was a victim of a scam by this business, known as Radix Solar or RDX Solar. Here's my complaint: 1. I feel I was pressured into signing a loan for which was $10K higher than what was discussed I was not presented with loan documents until I had already paid for permits and new electric panel and install was almost complete. The salesman denied any miscommunication and I felt obliged to sign since we were so far into the process and all the equipment delivered and work had already be done. 2. I was over-charged for the panels for a single story 2000 square foot home, based on what I have researched since. 3. I was told I would still have an electric bill, but it would be very little, and probably in the $40-$50 range. I would save especially because there would be no energy delivery fees. My electric bills are about the same as before, some higher, some lower and I do have delivery fees. Last month’s bill was over $500.00. 4. I was told that by switching to another electric company I would get energy credits. Which is true but they are a very small portion of the bill, such as $25 of a $500 bill. 5. I was never warned of the negative impact to my credit. I pay my bills on-time every month, but my debt-to-income ratio was devastated. It does not show as a line of credit, just this massive loan that is suddenly on your report. Had I been warned of this, I don’t think I would have even considered it. I don’t know what the company can do for me at this point. I am exploring options to get out from under this terrible financial burden. In the meantime, I am trying to warn as many people as I can to stay away from Solar Panels in general, and especially Radix Solar or RDX Solar.

  

  Business Response

  Date: 09/16/2024

  Hello!

  I searched our records for this customer and based off of the limited information that I have, this was a Titan account that was sold a couple of years ago. Unfortunately with this being a Titan solar power account I do not have any access to their contracts or any of the warranties/work that was completed. What I can say, is that anything to do with the loan amount or credit implications would need to be something that is discussed with the financier, they have any and all info regarding anything relating to the financing of the project. As far as system production and savings go, that information would only be held by the company that installed the system, which would be Titan Solar Power. If they can no longer assist with that, then I would recommend reaching out to their inverter manufacturer and/or another solar company that does installs in the area. I would recommend reaching out to LGCY Solar for any service or systems check, their contact number is (855) 502-0485. Thank you. 

  

  Business Response

  Date: 09/18/2024

  Hello!

   

  I want to clarify a couple of things. Titan Solar Power is the main company that holds contracts and handles pricing and equipment. Radix is contracted by Titan to sign up potential customers for solar. The accounts are never sold to a 3rd party, they reside with the installation company, who in this case was Titan solar power. The sales person that worked with Chantel was an independent contractor that no longer has a contract with RDX Power. They were terminated some time ago. I suggested reaching out to the finance company because Titan Solar Power is no longer in business and therefore all warranties and contracts with them have been terminated. The customer would want to work with their finance company to attempt to try and come to an agreement regarding their account as they would be the company to handle any cancellations or system removals at this point in time. Thank you.

  Customer Answer

  Date: 09/19/2024

   
  Complaint: 22289742
  
  I am rejecting this response because:

  Thank you for your response and for clarifying. RDX handled sales for Titan Solar, which is now bankrupt, and also hired an independent contractor who has since been terminated. My complaint concerns the deceptive sales tactics used. All about how the system was “sold” to me. At some point, RDX must take accountability.
  
  By the way, I followed your advice and contacted my finance company. As expected, they said any contract disputes should be directed to the solar company. There’s nothing they can do.

  At this point, there isn’t much else to discuss. Unless you are willing to install another 20 panels for free so that I have “almost no bill” as promised and/or shave off half the loan, then I am all ears.

  
  Sincerely,
  
  Chantel Crockett

• Initial Complaint

  Date:07/16/2024

  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.

  Our solar install started back in Nov of 2023. Radix came out quickly after the sale was final and got the panels installed fairly quickly. That was the end of anything good from Radix as a company. The installers left trash in my yard that came off of the roof over the next couple of days, they broke some tiles and did not tell me about it. Nothing but constant lies from the Sales Person. When I finally got someone from Customer Support involved they did at least try to make me feel better and say they would speak to the Sales Persons manager. They did offer to pay my first payment on my solar loan and that they would work on getting someone out here to get things done. They could not give me any kind of idea of when this project would be completed. When they did come out and replace the main fuse panel and shut my power off for the entire day I called and complained about why didn't someone let me know exactly what they would be doing that day and what to expect. They expected me to know what the 3 letter word meant that they used to say what they would be doing. Again, they tried to block my driveway.So here we are 9 months after they put panels on my roof and I still do not have them hooked up and working. They will no longer make my loan payments, so I am stuck having to pay for a solar system that I have no idea of when it will be working and lowering my electrical bill to make up for the loan for the solar system. The manager in Customer Support will not allow me to talk to the owners because as he said, they hire him to take care of the problems and so they do not want to speak to the customers nor will he allow me to speak to the owners. Guess what manager, you are not doing your job, your company is not doing its job. Need a lot more space on here to give the full story.

  

  Business Response

  Date: 07/17/2024

  Hello!

   

  We have been in communication with ************** and our COO is currently working with *** to come to a solution that works for both parties. We are constantly improving our processes to make the customer experience a better one and we have assured *** that his project will have close eyes kept on it until it is finished. Thank you.

• Initial Complaint

  Date:06/07/2024

  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.

  Solar System was operational June of 2023 the replacement Electric Pole and 200 Amp box are still not installed per our contract and the company says they will, " Take it out of the contract". The old box blows the breakers and I am stuck in the house with no power. I am 76 and have bad hips and fear falling when I have to reset the breaker box. The company blames everyone but their service and company shifting the blame and now want to back out they have been paid in full for 1 year!

  

  Business Response

  Date: 06/10/2024

  Hello!

  When the contract was created for ********, there was an adder for a Main Panel Upgrade (***) that was built into the contract. These adders are put in there in case that work is needed in order to complete the project. At the time of the installation on 4/27/2023, it was determined that there would be no need for the **** Based on the concerns from the customer, it appears there are some issues with their main panel. After having a conversation with a relative to ********, *****, we believe the best course of action is to send ******** the amount that it would have taken us to go complete the **** which was included in her contract. This account is currently at PTO and for us to go do the *** is would take 3-4 months, but what we have suggested is that she take that money and hire another contractor to complete the **** That refund will be going out to ******** this week. Thank you.

• Initial Complaint

  Date:04/10/2024

  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.

  The solar company told us by buying there solar panels that it would eliminate are aps bill and put enough energy into the grid that we would get money from aps first month they didn't install correctly so aps couldn't hook it up then they told us we needed more panels after getting more panels that raised our cost to them it still isn't collecting enough energy and we are still getting an aps bill when we asked them to remove everything they said they won't so basically they promised a service to us that isn't doing what they said it would

  

  Business Response

  Date: 04/15/2024

  Hello!

  We have been in constant communication with the customer about a resolution. We are currently working something out and will have an agreement in place shortly. Thank you.

• Initial Complaint

  Date:02/15/2024

  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.

  One of my breakers blew up and destroyed my breaker panel after the solar panels got activated. I called radix and had conversations with ****. **** had said sometimes when the first turn on the solar panels, they overcharge the house and theyll come out and fix it. A week later i hadnt received a phone call from the company so i called them and they had no answer for me. After a month and a half of calling and trying to figure out when theyre coming, they said they wont fix it so i argued with them and they said sorry. The next day i called back to talk to the boss and the lady said sorry i got it mixed up and they are going to fix it so she transferred me to her boss which was ****. **** said they feel that their solar panels wasnt the reason why my breaker blew up so they would like me to get a certified electrician to explain whats going on. The electrician couldnt pin point the cause so the vice president giggled and said well pay half. After the electrician left i called back since theyre horrible at making calls. **** said theyre company isnt the cause of that but they are willing to give me half of the bill. I said i appreciate that but i would like to talk to the vice president and give him the full rundown of this situation since he didnt know the full details. The vice president has not called me and i have not received any money. I dont care about the money but i do care about the how this company treats their customers. It was by far the worst customer service i ever had and i hope nobody else goes through the stuff i went through.

  

  Business Response

  Date: 02/20/2024

  Hello!

  I wanted to provide an update to this issue. Originally we sent one of our techs out to ***** the damages and they concluded that it wasn't our solar breakers that caused the melt. We wanted to make sure the homeowner could have an independent electrical professional come out and verify to which they couldn't determine what cause the melting of the panel. Due to this, we decided to offer to pay half of the costs for what it would take in order to fix the issues as a sign of goodwill even though we couldn't figure out what caused it to happen. We are working with the customer to fulfill on this as the repairs have already been completed. Thank you.