Complaints

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

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  Infinity Solar USA

  6405 E Mill Plain Blvd Vancouver, WA 98661-7454

  
• 

  Infinity Solar USA

  2730 E Jones Ave Ste 101 Phoenix, AZ 85040

  
• 

  Infinity Solar USA

  2730 E Jones Ave Ste 101 Phoenix, AZ 85040

  
• 

  Infinity Solar USA

  2730 E Jones Ave Ste 101 Phoenix, AZ 85040

  

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:01/13/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Infinity solar difficult to work with. I was told that they would contact me on the condition of the roof before attempting to install solar panels. That never happened. I had dealt with another solar company in 2019 and was informed my roof needed to be replaced. I had a contractor check it out and he stated we had 5 years before we needed to replace the roof. So, I knew that we were facing this. There was never an estimate on how much this was going cost. However, weve been harassed by the company when I said that since they hadnt contacted us about the roof, I wasnt interested in completing the project. Now, they tell me I owe money to get out of the contract that they have not completed or been honest with us about. Were senior citizens and live on a fixed budget.

  

  Business Response

  Date: 01/20/2025

  We reviewed the information provided by the customer, as well as our internal notes, and see that the customer expressed concerned about the condition of their roof early in the process. We assessed the life of the roof to be approximately 8 years, which we recommend should be replaced prior to installing a solar system. We apologize for the delay in providing this information to the customer sooner and, given the circumstances, agree to waive the cancellation fee and will take no further action.

  Customer Answer

  Date: 01/21/2025

   
  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

  Date:12/14/2024

  Type:Product 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 purchased a solar panel system in summer 2024. It has yet to be completed and we were misled by the company of certain benefits we would receive and we receive little to no communication from them to resolve our issues.The sales representative told us we would receive a 30% tax refund of the loan amount ($21,600) to apply toward our Good Leap loan. Weve since learned its a tax credit, not a refund, meaning it only offsets tax liabilities. With this year's federal tax liability around $15k, we cannot receive $21,600 in one year, meaning we will not benefit from the total reduction we were promised before selling our home.We were told the solar system would significantly increase our home value, but real estate agents confirm this is false, stating it adds little value and may harm our sale in ************ representatives are unresponsive to phone calls and emails. Calls are rarely answered or returned, and email communication is slow despite requests for email-only correspondence.We were promised loan payment credits while the system remains non-operational, but this has not occurred, and we are nearing our third payment.What I Want from the Company:Respond to emails promptly. My email was forwarded to the *** on Nov 25th, but Ive heard nothing since. I do not want phone calls, as they have gone unanswered for the past six months.Prioritize activation of our solar power system immediately. Ensure documentation is submitted directly to the *** inspector and expedite the process. The permit for work expires Jan 8th 2025.Reimburse 30% of the $72,000 loan ($21,600) by April 15, 2025, allowing us reduce our loan as expected. If the system can be operational by Dec 31st 2024 for us to be eligible for a portion of the 30%, then reimburse the remaining balance in order to equal $21,600 total towards our loan.Reimburse monthly payments while the system has been inoperable as promised, until the system is operational.

  

  Business Response

  Date: 12/19/2024

  We apologize for the poor communication with this customer and have been in recent contact to resolve the issue. The inspection is scheduled for 12/31/24 (first available) and we are working to provide the other agreed upon terms per our conversation. We expect the system to receive Permission to Operate (PTO) from the utility within a couple of weeks after the inspection. We do not have control over the *** inspection or utility schedule, but will work closely with them to help facilitate the process quickly.

• Initial Complaint

  Date:12/11/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 had solar panels installed in April 2024 in *******, **. The sales guy promised me some additional items upon signing, including a check for $1,110 to make up for the difference in payments until I can file for tax credit the following year, as well as a smart home thermostat and install. He also told me what my electric bill should be after the install, after we looked at my previous bills and spoke with the electric provider. A month after my install, I reported that my ECU monitor was no longer working, and my electric bill is twice as much as what was told to me, but since my monitor is not working I cannot check how my panels are functioning. Months go by without a response from my project coordinator, I also enlisted help from my sales guy who said he would get someone to call me and no one ever did. I finally reach my project coordinator via the main line and she said she was having trouble getting someone out to my area and that she'd let me know when they have someone available. It has been seven months and no communication. I reached out to my sales guy again and he said he was let go because they have trouble installing in this area, and he never delivered on the items promised to me. This is a bait and switch company, they should never have been selling in this region if they cannot in fact provide any service here. I regret using this company for solar panels.

  

  Business Response

  Date: 12/19/2024

  We apologize for the poor communication and the delay in repairing the monitoring system. The solar system has been producing power to the home, but unfortunately the monitoring system is not functioning. We have contacted the customer and scheduled a technician to troubleshoot and resolve the issue on 12/23/24.

  Customer Answer

  Date: 12/24/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, the repair was completed. The business did not acknowledge the other parts of my complaint, but I assume I have no claim there just with text messages from their sales guy promising me additional items. This company shouldnt have an A rating if the only way to get issues resolved is to file a complaint with the BBB, as made pretty clear from other customers feedback. 
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:12/10/2024

  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.

  Do not trust this company infinity solar USA I had my system installed over a year ago, had problems off the start understood the pricing. I was told that I would be trading my electric bill for a solar bill. It has never been like that. I've been paying double electric bills. Still a full electric. And now a full solar bill called the company multiple times to render this issue, they do not call you back. It's like once they sell you the system they do not care about you. I have been trying to get the system corrected and I'm not able to do so with this company I have told them multiple times I want the contract canceled. I want the equipment removed from my house. Or fix it? And I get nowhere i've even involved a lender, and they've had problems with them

  

  Business Response

  Date: 12/19/2024

  We apologize for the poor response time the customer has experienced. We are working on an internal change to address this moving forward to improve our response times and overall service levels. We have contacted this customer to discuss and resolve the system issue. It appears the system is functioning normally, but is underproducing about 10% less than was expected. There are several external factors that could be impacting production, but we know it's not an equipment issue. To resolve this, we are working to add panels to the system, at not cost to the customer, to increase the system production. 

• Initial Complaint

  Date:11/25/2024

  Type:Order Issues
  Status:

  ResolvedMore 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 contracted with Infinity Solar USA to install solar panels on my roof. The installation was completed on October 3, 2024 and I paid a total of $16,819 for the installation. ****** **********, the project coordinator, emailed the following info to me: " Now your project will go through our quality control check to verify that everything has been properly completed. After the quality control check passes, we will reach out to schedule your inspection. Once the inspection passes, we will let the power company know. They usually take 5-20 days to come and swap out your meter. At that time they will give you permission to operate your system and turn your solar system on. After this is completed, I will send you the login credentials to monitor your solar system. Please let me know if you have any questions. Thank you so much."I have texted ****** 3 times: October 14, October 22, and November 4 to inquire about the schedule for completing the job and getting me activated with the power company. No one answers the phone and no one has responded to my text messages.On November 16, I called the phone number on their website: ************ and spoke to ******* ********. He said he would get back to me within 3 business days. I still haven't heard back from him. I have complied with the my part of the contract and I fully expect that Infinity Solar USA to do their part of the job in a timely and professional manner.****** ************ telephone number is ************. The company was fully engaged with the installation process, but the follow-up has been non-existent so far, At this point, my solar panels are useless, and I hope that the company does everything that was listed in ******** email above to get me connected to the grid.

  

  Business Response

  Date: 12/06/2024

  I sincerely apologize that the communication after the installation has been poor. We had an issue with our phone system and staffing which I believe we've resolved. It appears the inspection failed due to an engineering stamp which we have subsequently corrected. The customer was contacted on 12/2 with an update that the inspection is scheduled for 12/13 (first available). I have spoken with the team about the communication issue and expect the customer to have a better experience moving forward.  

  Customer Answer

  Date: 12/09/2024

   
  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

  Date:11/19/2024

  Type:Sales and Advertising 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.

  On 9/11/24, my sales *** through Infinity Solar, noted on my account to apply for the Energy within Reach and **************************** for me. I understood that this will delay my installation. In October, to my surprise, I was contacted to schedule for installation. I reached out to my sales *** wondering if my application has been approved. He then reached out his superiors and said they have not, but advised to proceed with installation and they can apply the incentives after installation. On 10/16/24, two days after my installation, an Infinity employee said they've maxed out on the allowed application they can submit for a month. I am a single mom of 3, they failed to inform me of this vital information as this is a deciding factor whether I have the panels installed or not because without the incentives, I cannot afford for pay for the panels. Infinity tried to make it right by offering to send me a check, but they advise me to fill out a W-9 form. I refuse to do this as I was never employed or contracted by Infinity Solar to do work or them. In fact, they are the once who did work for me. I shouldn't receive a 1099 form and have this affect my taxes.

  

  Business Response

  Date: 12/19/2024

  After reviewing the details of this project, we agree this unique situation does not require a W-9 and have provided the appropriate payment to the customer on 12/18/24.

• Initial Complaint

  Date:11/07/2024

  Type:Order Issues
  Status:

  ResolvedMore 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.

  Zero communication; taking advantage of senior customers:Signed contract May 16, 2024; no response since May 2024. Must cancel contract with fee waived because of zero customer service. No confidence in company. We think it is a scam. Timeline:May 2024: Welcome email from ****** **********. Never responded to ***eated emails, phone and text messages when we called with questions. June 2024: No CAD drawings which had been promised in 30 days.July 2024: Called sales *** ****** ********; didnt remember me; never called back with update on CAD timeline which was already behind.Late October 2024: CAD drawings emailed to my husband, **** *****, by ***** ****. No response when we ***lied to her with concerns and requesting help.November 2024: Filing BBB complaint and void contract Phone number of *********, ** office does not connect to a live customer service. I have left ***eated messages since July 2024, never a response.Grave Concerns: Solar is a major investment for we two retired seniors; we do not have any margin for error. What other miscalculations have been made by the ambitious and inexperienced Infinity sales *** possibly taking advantage of older adults? In fact, we have often wondered if we are victims of some kind of scam.We do not want to do business with this company that has such poor communication and disrespect for senior customers. We will not be intimidated by their silent treatment.We will greatly appreciate the BBB's help in cancelling this contract.Sincerely, Greacian ***** and **** ***** ******************************************

  

  Business Response

  Date: 11/15/2024

  We apologize for the issues this customer had with our process. If the customer wishes to cancel, we will close the project with no cancellation fee.

  Customer Answer

  Date: 11/16/2024

   
  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. Thank you for your prompt service!
  
  Sincerely,
  
  Greacian *****

• Initial Complaint

  Date:11/03/2024

  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 June Infinity Solor USA installed my Solor panels and being charged Each month full cost for the panels plus PGE. My monitor system wont work and I cant see what is going on. They came out and looked at the panels on the side of the hose and found no problem. Then I was told that Infinity Solar has not received any signals from the system either. They promised to send a tech out and I received a call just so they can ask when can they come out. I told them any time soon as possible, the *** said I have next week some time so Ill check what day and call you back,never called back. Now i received a full billing again. Im spending so much more money than ever est 100 to 160 more a month and Infinity cant tell me why. I spent over 2k and no response from the company. I have called for days left messages and used their messaging that they dont respond to.please help! I need out of this misleading trap. They also wont allow a reverse mortgage on my home and I cant find anything in the agreement. Also I have not been able to contact my sales representative either.

  

  Business Response

  Date: 11/14/2024

  We apologize for the delayed communication with this customer and have implemented a process to improve our responsiveness. We sent a technician to troubleshoot and correct the monitoring issue on 11/6/24. We also processed a reimbursement payment on 11/12/24 to cover the payments while the system was down.  

• Initial Complaint

  Date:10/28/2024

  Type:Order Issues
  Status:

  ResolvedMore 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.

  My mother is a 67 year old widow who lives alone and has a very difficult time using computers or devices. She needed to have her roof fixed, and someone at Infinity Solar USA managed to convince her that they could fix her roof if she agreed to get solar panels. They told her that the ****** that she paid would be approximately 60% of the project, and had her sign a contract digitally. She was never provided a physical copy of the contract, even though she stated multiple times that she needed one because she cannot use email. She eventually reached out to me for help, and after getting into her email address and reading the contract, it was apparent that what she had signed up for was a project with no limits on the amount it could cost her. She had also been sent a 2nd contract as well already, with a price markup based on a theoretically higher rebate that they said she could get, that only included half amount of the inverters (she never signed this contract). After being fully informed with my help, she did not want to proceed with this project and has been trying to get the refund she's entitled to under the contract for almost a month (what she paid minus 10% of the what the total cost was at signing, because the project was past the CAD being submitted for permitting). She has in good faith emailed, called and even tried to send certified mail (which apparently can't be sent to their business address and has been "forwarded") to cancel and get her refund. Based on what she paid and the cancellation provision of the contract (the fee based on when she is canceling) she should be owed ******* . It took almost a month for someone to call her, but they gave her no details on when or how she can get her money back. She just needs the refund she's entitled to, full stop. I'm submitting this because while they haven't said they refuse to refund her, they're ignoring her and that is essentially the same thing. It's been a month and she needs her money back.

  

  Business Response

  Date: 11/05/2024

  I have instructed my team to cancel the project and refund the customer's payment less the cancellation fee.

  Customer Answer

  Date: 11/26/2024

  To date no payment has been received. Refund is still owed, please advise immediately.

  

  Business Response

  Date: 01/28/2025

  We received the complaint referenced above and researched the issue. I believed we had already resolved this issue as I asked our internal team to process the refund for the customer on November 1, 2024; however, after reviewing the notes, we learned that our accounting team inadvertently processed the refund to the wrong customer.  
  
  We sincerely apologize for the mistake and we called the customer and arranged for a refund. That was mailed to the customer last week per her direction.
  
  

  Customer Answer

  Date: 01/28/2025

   
  Better Business Bureau:
  
  In reference to complaint ID ********, the company has finally provided the **** refund, as such we find that this resolution is satisfactory.

• Initial Complaint

  Date:10/20/2024

  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.

  I told the salesman that while I was interested in hearing their pitch and willing to fill out their application form, that I was planning to move within the next 1-2 years so likely would not go ahead at that time with getting solar panels installed and would prefer to wait until after we had moved. The salesman assured that it was just an application as the program was also a financing plan that would be paid through monthly electric bills going forward, and this was essentially a credit check that was required in order to be approved. He explicitly told me when I asked that there was no fee for backing out if I decided not to go ahead. Later they sent their proposal for me to sign which I understood to be the actual contract with their company to go ahead with any work, and I opted not to proceed as I had a few red flags raised from my interactions with the company. The big flag for me was when they claimed to have gotten approval/permits from the "city of *******", but the area that is called ******* is part of unincorporated ************* and there is no actual city of ******* they could have gotten permits from. Any permits or approvals would be through the county and HOA.Several months later they send me a bill for $1500 claiming a cancellation fee, despite that I was assured by the salesman that there was no such fee for simply applying with their company. I found this to be very deceptive and dishonest which has only further reinforced that this is not a company I would ever want to do business with.

  

  Business Response

  Date: 11/01/2024

  After reviewing the notes on this project, we have decided to cancel the project and waive the cancellation fee. We will take no further action and will close the project.