ComplaintsforBrio Energy, LLC

• Initial Complaint

  02/02/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed a control with *********** to get solar panels installed last year. After months of delays getting the panels installed they were finally installed. After 2 months of the solar panels sitting on my roof I started to get billed by the financing company. I was confused because I was told they wouldn't charge me until the panels were put into service. When I reached out to the company I was told they would re-imburse any payments if I submitted the information to them via e-mail. When I submitted my request for re-imbursement they replied that they do not offer reimbursements for solar panels that are not activated. I emailed back and asked for someone to reach out to me to give me a status update on the project but have not been contacted. My point of contact quit and they won't give me another point of contact to reach out to. This feels like a scam I am now trapped in and can not get out without paying a lot of money.

  Business response

  02/04/2022

  The final inspection for the city passed on 12-20-21. All equipment was installed per the plan set and approved. We contacted the utility to have the new meter placed. The utility came out and stated that the meter was wired incorrectly. They required us to redo the engineering and resubmit it to them. Engineering has been done ands has been resubmitted. This request from the utility happens when the utility is attempting to delay the process. The meter was wired per electrical code. Once the utility reviews the engineering that was submitted on 2-3-22 they should approve it and then they will place the meter. At this point it is out of the hands of the solar company and waiting on the utility. 

• Initial Complaint

  01/31/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had another inspection scheduled today and no tech called, let alone show up. I continue to pay for a system that's not working and to Xcel energy. I would like to have the entire system removed and all my money back.

  Business response

  02/02/2022

  The inspection was scheduled for 2-1-2022 and passed. The results of the inspection have been sent to the Utility and they normally take between 2 and 3 weeks to place the new meter. Once the new meter is placed, our customer support team will contact the customer and make sure she knows how to turn on and off the system as well as monitor it from the app.

• Initial Complaint

  01/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, So it's been working with Brio Solar, ***********, and now Avolta, Since September of 2020. I was promised a installation within the most 3 months. It's been over 1 year since this was started and the system is yet to be producing energy. I've been double paying Xcel and the solar system that isn't producing energy. I've call and can't get a hold of rep and also emailed. This company is dishonest and have not followed through.

  Business response

  02/02/2022

  **** commissioned the inverter on the 31st of January. Danzik has been in contact. Just so you understand, the system is on, we just won't see monitoring until after ************ is installed. That will be installed in the next two weeks. Thanks!

• Initial Complaint

  01/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have had solar panels sitting on our roof since 7/13/2021. Two final inspections have been scheduled and both blown because the technician is not here when the inspector arrives. We have been paying for a system that doesn't work since October and for Xcel energy as well....our bills are over 300 per month. I've been told we will expedite your inspection...a month between inspections is not expediting. I want the system to be turned on by the end of January or removed from the premises.

  Business response

  01/21/2022

  We have worked with our scheduling team to get this rescheduled for 1/31, thanks!

  Customer response

  01/21/2022

   
  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

  01/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Its been over a year since we signed a contract with Bello/Brio/Avolta to install solar panels on our home and they are still not working. The inspector has come more than once and something is always wrong with the installation. So we have completely useless solar panels that we are paying for. They keeps saying theyll fix it but they never do, then the inspector comes and rejects/fails it, and we go around and around in circles. I can provide the contract, and we can also provide the texts/emails if needed.

  Business response

  01/12/2022

  The system has failed inspection for various reasons, but we have you on the schedule for 2/11 to get those fixes done. Thanks!

  Customer response

  01/12/2022

   
  Complaint: 16429942
  
  I am rejecting this response because:

  This will be the 3rd, possibly 4th time someone has been sent to fix the issue, and the inspector has failed these fixes every time. We have to wait weeks, sometimes months in between each of these purported fixes and then more weeks and possibly months for the inspector to come after.  I reject this response until the system actually passes inspection. 
  
  Sincerely,
  
  *****************************

  Business response

  01/25/2022

  We are having a tech come out to fix your system on 2/11, thanks!

  Customer response

  01/25/2022

   
  Complaint: 16429942
  
  I am rejecting this response because:

  You have sent several techs already, and so far no fixes have resulted in the installation passing inspection. Nothing is resolved until the solar system your company installed passes inspection and is actually WORKING. 

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

  Business response

  01/28/2022

  After the last fix there were still issues that the needed to be fixed that caused the system to not pass inspection. We are working to get those fixes done so that your system will pass inspection and your system can get up and running! Again, we have a tech scheduled for 2/11, thanks!

  Customer response

  01/28/2022

   
  Complaint: 16429942
  
  I am rejecting this response because:

  Again, nothing is settled until it actually passes inspection. Until then, we are at an impasse. 

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

  Business response

  02/04/2022

  We have this customer on the calendar for ******* to complete all the needed work and fixes. We are flying in our master electrician to make sure it is completed on that day and realty to pass inspection. The customer has been informed, the customer was hoping the last time the technicians were on site that fixed everything. Our Master electrician wants to be on site to ensure it is done properly. This will be finished next Friday. 

  Customer response

  02/09/2022

   
  Complaint: 16429942
  
  I am rejecting this response because:

  Im glad to hear it, but the matter isnt closed until its officially fixed and actually working as we were told it would. Once that happens I will accept the responses. 
  
  Sincerely,
  
  *****************************

  Business response

  02/10/2022

  Tech will be on site tomorrow to complete the fixes. We will then be able to order an inspection first of next week. Once the inspection has taken place we the utility will need to place the meter. 

• Initial Complaint

  12/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been so frustrated by this company! My solar panels were installed in June, payments started being deducted in August and my system is still not activated!! I finally had someone come out and do the panel work, now I'm just waiting on someone to call the city and schedule an inspection! I've now stopped paying on this loan, which is only gonna hurt my credit score...I have no other recourse! I have been told so many things that are not true! I wish I had never done business with this company!

  Business response

  01/06/2022

  The permit was approved and we have your final inspection scheduled for 1/10. 

• Initial Complaint

  11/11/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We signed with Brio Solar in February ********************************* partnership with Duke Energy. It took us until September 2021 to have the solar panels installed and we were pressured to begin paying on the loan within 60 days (early November 2021). While the installation was completed by AVolta, we have not yet had the inspection nor the service hooked up to the energy grid, yet we are expected to begin payment for service. I have reached out to Avolta, to Brio, and even my original sales person and have been ignored. This appears to be a rather expensive mistake on my part in wanting to do better for our environment.

  Business response

  11/23/2021

  There were some revisions that need to be made, we submitted those to the city two weeks ago and are waiting for the approval on those. We are following up with the city to get that pushed along. Thanks!

  Customer response

  11/27/2021

   
  Complaint: 16123892
  
  I am rejecting this response because:  The "changes" mentioned were sent with the plans submitted in September, per the company that finally got back to me.  This appears to me to be a stalling tactic and they still have not addressed the issue that I am paying for installation and service that is not yet complete, nor do I have a date of completion. 

   

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

  Business response

  12/07/2021

  We are working on getting an electrical inspection done with with city. We are working on getting that scheduled ASAP. 

• Initial Complaint

  11/03/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We signed a contract with Bello Solar (formerly Brio Energy, now Avolta) in December 2020 for Solar Panels that would provide was sold as producing 102% of our power. We are now paying off a loan for a system that isn't even producing any energy. After a quick sell, survey and HOA approval by February, Bello had to refile permits because of the multiple name changes. We finally had the panels installed on our house in August 2021. We were told all that was needed was an inspection (2-4 weeks after installation) and then to contact **** to switch out our meter, so we can use our system. It's been 10 weeks since installation and no inspection is complete. I have emailed several times and told the inspection is being scheduled but nothing has occurred. We are now having to not only pay our **** electric **** but also pay off the loan on the solar panels for a system that isn't even working. We also have been approved for the **** rebate but only if the system is operational by the end of the year.

  Business response

  12/02/2021

  A pre-inspection must be done before the final inspection and that is currently scheduled for December 7th. If everything goes well with the pre-inspection, we will then be able to schedule the final inspection. Thank you

• Initial Complaint

  09/27/2021

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I signed a contract with Brio Solar energy in September of 2020. They were to install solar panels on the top of our duplex, and we were told that the installation would happen by the end of the year, and that we would have solar running in January of 2021.Nothing that this company has promised has transpired: It has been a year of broken dates, miscommunication, passing our project from sub to sub without telling us, and here we are one year later: We not only do not have solar panels installed, we have a pallet of panels that were delivered (unannounced) about 3 months ago, that have been in our garage, and taking up one of our urban ****** parking spots. I have been asking for over 3 months to have them removed.*********************, one of the founders did return my call. . He apologized for the horrific service we have had. I want them to take the panels back and go away: Their counter: they install and give me $3K for my troubles OR I owe them $2900. Neither of these are amenable.

  Business response

  10/08/2021

  We offered to schedule the install on 9/2/21, you told us no. We also offered to give you more panels and a second inverter at no cost. If you do not allow us to more forward, you will be in violation of your contact which does result in a fee. 

  Customer response

  10/08/2021

   
  Complaint: 15912426
  
  I am rejecting this response because:

  This business has promised many installment dates and missed every one (Dec/ Jan/March/ April/ June) .  On 9.2 I did not believe after 5 failed installment dates that they would complete the install, and I asked that they pick up the panels that have been languishing in my garage for months.  

  I do not want them near my house. Also, there was never any discussion of 'extra panels' or inverters....this response is a patent lie. 

  The company also didnt even know who had delivered the panels that have been in my garage (preventing me to park on the street) for 4 months! (delivered in June!) *** of their sub contractors came to my house, and it took the two companies weeks to figure out who had delivered them unannounced to our house...and when they delivered the panels they said they would be 'back in a week to install...that was another missed date!

  So when a company has missed every install date, cant even track whom they assigned the install to....Would you let them proceed with work on your house?  ********************* said "i will be involved in this project".  I have mountains of customer service agents telling me that they would be "involved in this install too. " 

  they broke our trust...ONE YEAR to say "we offered to install on 9.2"....this is just ridiculous. I have been advised not to pay Brio/ Bello/ Avolta...whatever the name of this company is NO money, and I will not. 

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

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

   

  There is NO WAY we will pay anything to this company. 

   

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

  Business response

  12/06/2021

  The equipment has all been picked up. And a settlement was reached.

  Customer response

  12/06/2021

   
  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

  09/21/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I filed a complaint over a month ago against this company. They responded that they would come out the following week to finish a few things before final inspection, from a job started in June. They even provided an email ****************** to reach them. As of this writing they still have not finished the job nor have I heard from them. When I emailed them the email doesn't work. I am now paying on a ***** dollar loan for a product that isn't connected to the electrical grid. I am beyond frustrated with this company.

  Business response

  09/22/2021

  I have not received an email from you because it's ***************** not .com . The person who was in charge of your account is no longer with the company so we've assigned a new project manager for you. We also still have the other complaint which is still open. We are working on this.

*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. ↩