ComplaintsforBrio Energy, LLC

• Initial Complaint

  10/27/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  The system has never worked since we had it installed in April of 2020. Brio’s associates on the phone was always rude and they claimed our system is working but no one has ever come to check it. Brio will not honor everything the sale rep promised us. My power bill remains the same and now I have a solar bill on top of that bill. I want the system off of my house and all money refunded and cancel the monthly payments

• Initial Complaint

  09/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Brio solar energy installed my panels on October 2019. I reported that the panels were not generating electricity. I asked for a technician to come and check it and they didn't send it. I have been trying to contact them since 2021 and have not gotten response. I now pay my regular electricity bill and the solar panels.

• Initial Complaint

  09/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My electric bill was out of line this month so I checked my system only to find out that is no longer working. The number on all my paperwork has been disconnected so I do not know who to call to bet the problem fixed. I have had the system for roughly 4 years now.

• Initial Complaint

  09/19/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We had Solar installed back in 2016 from Brio Energy. We provided our bills to give an average of usage. The first few months our bill was as expected. After that we can prove the usage has stayed the same and the solar panels say they are producing but they aren't anything more than 200 kw. We paid over 27,000.00 for our solar and are paying 150.00 plus a month in energy. We have tried to contact the installer and the manufacturer of the product and get the run around and no help. Nobody to come look at it nothing and we are still in warranty(and yet no one to help us). Our bills are the same or more andnour usage has not changed. We paid money upfront thinking we would have savings and that has not been the truth. We have no servicer of the product we purchased. I want our money back as we are not getting what we paid for. We will be contacting a lawyer.

• Initial Complaint

  08/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The panels are not producing and the company phones are disconnected.

• Initial Complaint

  08/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I had solar installed though Brio, while it has worked for a while my power bill has sky rocketed. looking at my power bill it claims that i have used more than twice the power then this time last year. looking at my solar monitoring site, my system has not reported any generation for months. looking at the amounts generate via net metering is but a tiny fraction of what my system is supposed to produce.

• Initial Complaint

  08/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Brio installed my solar system in Oct 2019, along with SolarEdge monitoring capability... and it has been working well for almost 3yrs. However, several months ago I was notified of pending 3G service sunset in July requiring a 4G modem upgrade to maintain internet connectivity required for Solar Edge monitoring service. I have been bounced around on emails, phone calls, and txt messages for 6 months, without a clear resolution to the problem. Each passing month it became more challenging to contact anyone in sales or customer service. Now Brio website is down and their customer service # is disconnected. A 3rd party installer wants to charge $500 for 4G modem upgrade, but I cannot contact Brio for guidance on best path fwd. A couple months ago I connected with George C******* (VP Customer Service), who referred me to Susan C*** (CSM Carolinas), but she has since vacated her position and I'm still awaiting resolution to my Solar Edge monitoring issue.

• Initial Complaint

  04/02/2022

  Complaint Type:

  Order Issues

  Status:

  Unresolved

  More info

  We had solar panels installed in June 2020, they had been working ok until December 2021. In January we received a high electric bill so I checked our solar and it is barely producing. We have had a full electric bill for the months of Dec-now. I have contacted customer service every month since January and have been told each time that someone will contact me and they will 1) send me a WiFi solar monitor 2) help compensate for our high electric bills 3) send a tech out to resolve the issue with our system. None of this has been done! No one has ever gotten back to me! If our system does not get fixed we are prepared to take this to court. So far we are owed $268.25 for our electric bills.

  Business response

  04/11/2022

  Avolta representative has reached out to the customer and will ensure the customer is taken care oof.  

  Business response

  04/20/2022

  Our customer support rep names Sarah is communicating with the customer and has discovered that we neglected to set up her solar edge monitoring account. That is being set up and the customer will be trained on how to use it. The app back dates all data from the beginning so nothing was lost, it just wasn't visible to the customer. 

  The customer support representative will be email the customer and myself to make sure all these issues have been resolved. 

  Customer response

  04/21/2022

  
  Complaint: ********
  
  I am rejecting this response because:I have been contacted, however they do not have any techs in our area, I was told when they do get a tech in our area they will set up our solar monitoring. We are now going on 5 months of full electric bills and our solar payment (about $500 that we have had to pay unnecessarily). I will continue to reject responses until all issues have been resolved. 
  
  Sincerely,
  ***** ******
  

• Initial Complaint

  03/10/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  A sales rep from Bello/Brio/Avolta came out to our home in November 2020. After speaking with the sales rep my husband and I decided to go ahead and qualify for solar panels. In our discussion I show the sales rep how much we have previously been paying for electricity and he assured us that we would have enough panels so that we would not incur a bill from Duke Energy. In that Conversation we talked about the first year incentives and the tax credits that we can get from installing solar panels. This all sounds good to us and we move forward. In February 2021 our panels was installed and initially I did not receive any bills from Duke energy and then all of a sudden four months later we got a bill for over $400 and basically though I’m not blaming the solar panel company for the late bill I am blaming them for the fact that we received a bill at all. Incurring this debt was solely based on us not having to pay for the solar panels and having to pay Duke energy. Since then we have on average a $100 bill from Duke energy monthly I have called repeatedly I was told that we are on the grid but I feel that the solar panel company did not give us enough panels. Around this time it dawned on me that we had not receive the first year incentive of $2229 so I started to call and ask for the check with the hopes that I could offset some of the cost. I was told that someone would look into it and get back to us. I waited a month and didn’t hear back from anyone. With repeated calls starting out on a monthly basis and now on a weekly basis for the past month, I have been told the same thing over and over and over again, that it is the accounting department that is not getting back to them and that this has been escalated to the highest people in the company and here I am over a year later still waiting to receive our $2229. This is the very least that they can do. I also want proof that we have the number of panels that we’re supposed to have. They lie

  Business response

  03/11/2022

  It does look like this system is under producing. We wont be able to tell exactly how much until we have a full 12 month. We wont have that until mid April. However, if at that point it has not produced what we estimated we will add more panels at no cost to the home owner, 

  We utilize a sophisticated software program used by most all solar installers to estimate the production of solar systems. This is not always 100% accurate, sometimes the software is off. When it is, we make it right. 

  That being said the original proposal was not estimated to produce 100% of the customers power usage. Please see attached proposal. As described on the last page of the proposal, 75% off set is what is being estimated by the solar panels. Therefore the customer will always have a power bill with the utility. This would have been explained on a welcome call, our script goes over this. 

   

  The customer should call into our customer support line  ###-###-#### mid April and we can connect her with Danzik who will be more than happy to review her production. If it is lacking we can make up for it.

• Initial Complaint

  03/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had solar panels installed back in June 2021... the payments for the loan started in Aug 2021... my system was not powered up until Jan 2022!! I was assured by multiple people that I would be reimbursed for the payments I made while not having a working system. This has not happened and I can't get anyone to give me an answer. In the meantime, the bank is charging me late fees and this is being reported to my credit history!! This has been such a painful process!!

  Business response

  03/02/2022

  Our customer support line is staffed 24/7 ************** please call anytime. We do not reimburse for loan payments,  we do not control all of the timelines and processes, therefore we make it clear the loan is the customers responsibility. The agreement made with the lender is not something we can influence, that is a legal and binding loan with a lender, we recommend making sure you keep current on all loans.

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