ComplaintsforBrio Energy, LLC

• Initial Complaint

  09/21/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We filed a complaint 2 weeks ago to get our solar panels installation finish. ******* the first week we had an email to contact and was promised a call within ***** hours. Finally got a call 7 days later after we rejected their resolution. They promised us we had personal cell phone numbers of people we needed to finish the job and also made an appointment on 10-20-21 to have a master electrician come and inspect to finish the job. No one showed up and when we called all those personal phone numbers they are all now disconnected. We can not get ahold of anyone to now return these solar panels and get get our roof fixed from all of their holes.

  Business response

  09/22/2021

  **** was able to contact you and get you scheduled. We will stay in contact. 

• Initial Complaint

  09/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Brio Energy/Bello Solar installed our solar panels 6 months ago and our system has yet to be activated. We call them constantly and no one answers and then their voice mailbox is full. I have also reached out by email with no response. There seems to be a lot of staff turnover, as we were told (by someone at Brio months ago) that our representatives were not doing their job well and are no longer working there. We having been paying for the solar panel loan as well as our regular energy bills for months now. We cannot continue to afford this and need an inspection and activation to happen soon. Months ago, Brio also told us that they would compensate us for any overlap in the billing between the loan and energy ****, but we have heard nothing. We just have non-activated solar panels sitting on our roof doing nothing and costing us money. There is a terribly concerning lack of customer service, radio-silence, which almost makes it appear that Brio is not a legitimate company.

  Business response

  09/22/2021

  Thank you for bringing this to our attention. We sent in the new plans to the city and cannot move forward until they are approved. We will follow up with you when we hear back from the city. 

  Customer response

  09/27/2021

   
  Complaint: 15885381
  
  I am rejecting this response because:

  We have called the city and according to their records, our permit has been approved, but they have not heard from Brio/Bello/Avolta about a request for an inspection.  The city is waiting for Brio to contact them and initiate the inspection of the system.  This was the reason for my complaint and still has not been remedied. Brio is saying they have done this (contacted the city), but they have not according the city's records. We have been waiting for months for Brio to initiate this step in the process. The inspection must happen before the energy company can activate the solar panels. 

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

  Business response

  09/28/2021

  We've been in contact with the city but we are upgrading the system proactively because the city will be asking to upgrade during inspection which would make things take longer still. That's why there hasn't been a date yet for inspection. 

  Customer response

  09/28/2021

   
  Complaint: 15885381
  
  I am rejecting this response because:

  This response from Brio is totally different than what we were told in the previous response and this is all beginning to sound untrue and/or like more generalized and utterly vague excuses.  None of this is being communicated with us and this response still provides no clarity. A proactive system upgrade? Since when and what is that? Please contact us directly about our project status. There is a troubling and very unprofessional lack of communication and when there is any, it is contradictory.  

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

  Business response

  09/30/2021

  We're sorry if it sounded contradictory. We are working on your account in between responses. We had sent in the new plans to the city to get approved, but we also saw that there would need to be an upgrade to pass inspection. We will have someone call you asap to explain more thoroughly.

• Initial Complaint

  09/20/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have not been contacted by this company in months, this includes me calling regularly and getting no answer from the company. I'm supposed to receive a payment for one year (starting October 1, 2021) as an incentive for being a new customer. I have the 4 email updates which say nothing concerning that payment.

  Business response

  09/21/2021

  Thank you for bringing this to our attention. We have been working on your account, but we will have someone call you ASAP to give you an update and answer any questions that you may have. 

• Initial Complaint

  09/16/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  1st issue: We had panels installed in March or April, didn't get them turned on until August :( Annoying, but not the real problem. 2nd main issue: They used a 3rd party to install the panels but apparently Bello/Brio hasn't paid them and they came to our house late last night asking us to pay their **** and threatening to put a lien on our house if we don't. I have been trying for hours to get a hold of someone at the company, but no answer at all :( Please don't use them, and if BBB can help, please help us.

  Business response

  09/17/2021

  We are so sorry they are doing that! We are working on getting this resolved for you. Someone should also be calling you to let you know more information. Thank you for bringing this to our attention!!

  Customer response

  09/21/2021

   
  Complaint: 15873561
  
  I am rejecting this response because: I want the **** from Blue Sky to Bello paid NOW so they don't put a lien against our house. This answer doesn't really say anything, but someone is working on it. Not sure if that is Bello or BBB. If it is Bello, I  want more than "we're sorry". I want action, payment to Blue Sky NOW. We shouldn't have to be dealing with this since we paid off the loan for the panels and did our part.  This is between ************** Sky, yet we are having to deal with this continued nightmare because of *********** who is NOT doing their part. BELLO PAY YOUR BILLS NOW!!!!! PATHETIC COMPANY
  
  Sincerely,
  
  *************************

  Business response

  10/06/2021

  We apologize for this misunderstanding. We have sent a check and is taken care of. Thank you for bringing this to our attention.

• Initial Complaint

  09/07/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We bought solar panels from them. They got the panels half way installed and were waiting for inspection. The inspectors came and said the office will reach out. That was in June. Now we have unfinished solar panels, no one to reach. Tried every phone number and email address we have reached out to the financing company. Still no answers.

  Business response

  09/08/2021

  Hi *******, I responded to the complaint you left with Bello. You can contact me at ********************** and we will be in touch shortly. Thank you again for bringing this to our attention.

  Customer response

  09/14/2021

   
  Complaint: 15841247
  
  I am rejecting this response because:
  Promises Of phone to get things set up was was made. No phone call was ever made.  The Email contact we had said theyd get ahold of the person who was supposed to call again. Still no phone call. We are now wanting them to come and take the solar panels off of our house and be done with the whole thing. 
  Sincerely,
  
  *******************************

  Business response

  09/15/2021

  Our representative called yesterday and left a voicemail to get you scheduled at your convenience. You can either call them back at the number they left on the voicemail, or call ************

*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. ↩