ComplaintsforInfinity Solar USA

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Repair of solar system. I have 8 panels that have been out for over a month. I have called them multiple time with no resolution. No contact at all.

  

  Business response

  07/26/2024

  We sincerely apologize for the poor communication and delay on scheduling the repair. We have confirmed a technician will be onsite on July 30th to  troubleshoot the panel issue. We hope to resolve the issue at that time, but will inform the customer immediately if it requires additional work or is a product defect that requires the manufacturer to be involved. 

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Infinity Solar ignored my no soliciting sign on 7/12/2024 about 1:00 pm in the ***** zip code. The salesman was in his early 20s and said his name was ******* (or something like that). He was polite but I feel he shouldn't have knocked on my door based on my sign. I opened my door thinking it was a delivery. I spoke with the Inifinty representative for a few minutes and kept saying no and he finally left.

  

  Business response

  07/16/2024

  We apologize for the inconvenience to the homeowner. We will talk to the team that was working in that area to ensure they are respecting the homeowners and adhering to all local regulations.

  Customer response

  07/16/2024

   
  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We entered into a contact for solar panels to be installed on our new home. We intended to purchased an Automatic Transfer System (***) so that when power failed a backup propane generator with turn on without ANY intervention. We paid an additional $650 to Infinity for the plug for the generator. We paid a plumber to run a propane line under the house to reach the location of the generator & laid a pad for generator in a location designated by Infinity. Our salesperson provided us the model/size of generator to purchase (Generac *** system for approx. $3500)I spoke to the Electrical Supervisor about recommended generator purchase. He informed me that we should purchased a different generator and that his crew would install the required electrical hookups and wiring. We bought the generator and had it delivered.Solar installed was done Feb **************************************** March. Another crew came back out a few weeks later to connect the 8 breakers that would be handled by the generator. We were then informed that we had a MANUAL Transfer System not the Automated one we wanted. This crew never hooked up the generator, just the switches. We also got NO instructions on how the system works.We immediately contacted Infinity. Now we were told that Infinity does not sell *** systems. I explained the conversations I had with our sales person and the Supervisory Electrician (via emails). I was told that Infinity would correct the problem. I then expressed that I would like the solar panels removed & we would purchase from a company that would provide the service we wanted. That was in March and no one from the company has contacted us since then The generator is sitting in our garage. We have no instructions on how to install the generator or how the Manual system works. We have lost power twice since March. No one is answering the phones at Infinity or returning emails We would like a working system or ********************* of our contract

  

  Business response

  07/15/2024

  There was unfortunately a miscommunication on the generator work and I understand the customer's frustration. Our Director of Construction has been in recent contact with the customer and will personally go to assess the equipment on site. While we don't sell generators or typically do any work outside of installing the plug, we want to ensure the customer can use the generator. We expect this to be resolved to the customer's satisfaction.

• Initial Complaint

  05/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had 15 solar panels installed and up and running in October 2022. I noticed after a few months the panels were performing up to 30% less in a month than the projections in the sales proposal I was shown by the salesman. I reached out to the company and they ran a report that said in the proposal, the incorrect roof angle was used and instead of an estimation of ~****** kWh of production, it should be between 9,346-10,055 kWh. In addition, the sales proposal stated the average electricity bill should be $43/month, yet it has been closer to $70/month using the same amount of electricity as the prior year without solar. I have been in contact for over a year now with someone at the company because he kept asking for more and more of my electricity bills. Eventually he agreed that for the 12 months from when the panels had been installed, the approximation was off by ~10% and they need to look into the configuration of the panels on the roof in order to add any, at their own cost. ******* has stopped responding to my e-mails asking for updates. I believe they should install 3 extra panels on my roof given the false numbers in their sales proposal for both the production of the panels and the significant difference in approximate monthly electricity bill. I have been more than patient and given them plenty of time to rectify the situation, which they have failed to do.

  

  Business response

  06/03/2024

  We did confirm the panels were underproducing about 10% from what was originally estimated based on data from a 6-month timeframe in late winter and spring. During the course of this investigation, we learned the monitoring system was offline for several months during peak sun hours (summer) so we still are not certain that the system is actually underproducing on an annual basis. However, given this unique circumstance and the inconvenience to the customer, we have agreed to install 3 additional panels per the customer's request.  

  Customer response

  06/03/2024

   
  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

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The project was initiated in July of 2023 and still currently isn't complete. The project was labeled complete in Early January, so interest on the loan began early January and payment was due shortly after. Since then Infinity has been extremely bad at communication and doesn't respond to emails from us. We have people coming and going on our property without us knowing. Our inspection failed due to not having a permit and a few other reasons. We requested full home battery backup, but when the electrician got there he told us we only get one circuit, so that went to the water pump (definitely not anywhere close to whole home battery backup). We were told we would be reimbursed, due to Infinity busting the project due date, but Infinity fails to contact us about it and doesn't respond to our emails or online contact. I was hoping this would be smooth, but it hasn't been. We didn't get what we asked for and Infinity hasn't done what they said they would do. We have spent over $2000 so far on interest and payments on the loan with 0 power produced. We are stuck with a power bill and a solar loan bill.

  

  Business response

  05/10/2024

  We agree with the customer that this project did not go smoothly and we are actively working to complete the final steps and get the system producing. In the meantime, we will reimburse the customer for the loan payments he has already made, and may make in the future, until the system is operational.

  Customer response

  06/18/2024

  I previously filed a complaint, but was closed do to the lack of my timeliness in response to BBB. I won't repeat the same information. 1. The project hasn't been completed and it has almost been a year. 2. My point of contact stopped responding to my emails. 3. They made a previous payment for not completing the project in time, but the payments have stopped. The project was marked completed 5 January 2024, so that they could get paid. The project is far from complete. 4. A really nice new electrician was sent out a couple weeks ago to look what is going on, but infinity has failed to send him out to finish the project. 5. I paid probably way more than I should for this and it has taken a horrendous amount of time. Simple communication with the buyer would have been greatly appreciated to keep me in the loop and to let me know that they still are a legitimate business that hasn't went under water 6. The blueprints have changed since the original ones, so I'm not sure what is going on with that. I should have been made aware of changes.

  Desired Resolution: 

  payment until completed and finish the project

  
  

  

  Business response

  07/15/2024

  Our electrician was onsite on 7/9/24 to assess and repair the system. After troubleshooting, he found the issue was with the battery. We are working directly with the manufacturer to further troubleshoot the root cause. If the battery cannot be brought online, we will facilitate getting it replaced through the manufacturer. I will also work with our Operations team to determine the appropriate reimbursement for the customer.

• Initial Complaint

  05/01/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am writing to express my deep concern regarding the handling of our property damage claim by Infinity Solar, which has resulted in significant delays and financial burden for my family.Following a hail storm on March 14, 2024, our property sustained damage necessitating the replacement of our roof. When we approached Infinity Solar to coordinate the removal of our solar panels for the roofing work, we were shocked to discover that we were prohibited from using any other contractor for fear of voiding our warranty. This restriction left us with no choice but to engage Infinity Solar's services, despite the lack of transparency regarding associated costs.Infinity Solar subsequently provided us with an exorbitant quote of $9,500 for the removal of the panels, a figure that was not disclosed in any of our contracts or agreements. This sudden and inflated expense, which appeared out of thin air, feels exploitative and unjust, especially given the circumstances of our situation.Upon consulting with our insurance company, adjuster, and other contractors, it became apparent that Infinity Solar's pricing far exceeds industry standards, nearly double what is typically charged for similar services. Despite efforts to negotiate and reach a fair resolution, communication with Infinity Solar has been frustratingly elusive, resulting in over a month of fruitless attempts to resolve the issue.This prolonged delay in reaching an agreement with Infinity Solar has left us unable to proceed with vital roof repairs, putting our property and family at risk. The irrational and seemingly unregulated policies of Infinity Solar are not only hindering our ability to address the damage promptly but also causing undue financial strain and emotional distress.I urge you to investigate this matter thoroughly and intervene to ensure that Infinity Solar operates with fairness, transparency, and accountability.

  

  Business response

  05/10/2024

  We understand and share the customer's frustration in the delay for getting the roof repaired. Our pricing was established to ensure we cover the costs of uninstalling and reinstalling the system so that it operates exactly how it was originally installed to ensure the equipment and workmanship warranty remain valid. We handle many insurance claims for hail damage and are typically reimbursed the invoiced amount by the insurance company without delay. There are some insurance companies, however, that dispute the charges and require us to provide additional information to justify the cost. That is what happened in this situation and we responded to their requests immediately. We are now waiting for them to approve the work. We want our customers to be happy with our services and work hard to align our pricing with FMV based on local labor and material costs. We will continue to work with the insurance company directly, but are waiting on them at this point.

• Initial Complaint

  04/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We elected not to buy their system. They agreed not to proceed.Now I get a letter from a collection agency for $1,500.00. They are a dishonest company.

  

  Business response

  05/08/2024

  We can understand the customer's frustration with being charged a cancellation fee and our intent of collecting the fee is to offset the costs we incur as we move through the process. Our cancellation policy is clearly stated in the agreement that the customer signed. We charge a $1,500 cancellation fee for projects cancelled after the site survey is complete or 10% of the system cost (up to $4,500 ***** if the project is cancelled after the *** (system design) is complete.  In this situation, the customer signed the agreement on 7/18/23; the site survey was completed on 7/20/23; the system design (***) was completed on 7/26/23; we submitted and paid for permits on 7/27/23; the customer told us he wanted to cancel on 7/27/23. Per our policy, we could have charged the customer the 10% amount, but made the decision to only apply the $1,500 fee knowing the customer was upset. Again, this fee is intended to offset the costs we actually incurred, which includes both the labor costs as well as the direct costs of *** and permits. For that reason, we do expect the cancellation fee to be paid.

  Customer response

  05/08/2024

   
  Complaint: 21611724
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

• Initial Complaint

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchase Date: Jan 16, 2024 Purchase Price: $12,757.50 (1st payment) + $7,654.50 (2nd payment) = $20,412.00 Transaction: Bought extra solar ************** installation Problem: Infinity Solar disconnected my existing solar panels in January 2024 during the installation. Been waiting for 3 months to get both my existing solar panels + the new solar panels re-connected to my house electrical mains input. Two years ago, I paid over $50,000 for the existing solar panels from Infinity Solar. So I have paid over $70,000 for solar panels which I cannot use. I have been in constant communication with Infinity Solar Support call center about my situation, and I only get excuses for the delays.

  

  Business response

  05/10/2024

  This project experienced several delays due to new electrical requirements imposed by the City of Plano, as well as some documentation mistakes we made. The work is complete and the inspections have been scheduled so the system is close to being operational. Once the system is up and running, we will calculate the lost production amount the customer experienced as a result of the delay and adjust the final payment to offset it.

  Customer response

  06/22/2024

  Relating to my BBB complaint #********, their customer support representative (*************************) verbally told that I will receive compensation for having my solar panels disconnected for 3-4 months on the order of over $500. I was requested to setup my bank routing & account numbers in the ********************** app (which I did). Have not received the $500+ compensation. Tried contacting Infinity Solar Support, but no live person would answer and I had to leave a message. No one from Infinity Solar USA has returned my call.

  Desired Resolution: Delivery

  

  Business response

  07/15/2024

  I am sorry for the delay with the customer and the inconvenience it has caused. We have reimbursed the customer for lost production due to the delay and have scheduled a technician for 7/16/14 to troubleshoot the issue. We believe we will be able to resolve the issue quickly now and get the customers system producing as expected.

• Initial Complaint

  02/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Infintiy installed a solar power plant on my roof a little over a year ago. I was informed at the time by the sales rep that they monitor the plant around the clock. Several months ago I noticed that one of the multiunit controllers was in alarm. I have contacted their support multiple times and each time they say that they will dispatch a repair ********** has not happened. They respond as if they are concerned about my issue but then I don't hear from them again. This is something that I am paying for in the form of a loan. I am extremely upset by this. Please heip me get this resolved. I am not asking for anything other than what I was assured would take place automatically.

  

  Business response

  03/11/2024

  We confirmed the system was repaired on March 6, 2024 and is functioning properly.

  Customer response

  03/11/2024

   
  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

  02/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Infinity Solar USA's roofing crew caused a blockage in my drain pipe when tearing off roofing. costing me $595.42 and damaged my furnace ventilation when replacing the flashing. This costed me $1397.42 in 2 appointments I have sent many invoices and photos. They say there is not enough to show they are at fault.

  

  Business response

  03/11/2024

  The roof was completed on 11/27/24 with no issues. The customer called on 11/28/24 to request reimbursement for a sewage back-up that he claimed was caused by wood slivers entering the vent pipe while the roof was being replaced.  The customer did not have any evidence that the back-up was caused by the roofing crew and we determined it was unrelated. The customer called again on 1/18/24 to ask for reimbursement for damage he claimed as caused by the roof replacement done in November. He claimed the roofers cut and rerouted a vent pipe. We asked for photos of the cut pipe at the roof level (where our crew was working) which he could not provide. We spoke with our roofing crew and they confirmed they did not cut the vent pipe. We are willing to reimburse for the damage if the customer can provide evidence that the issue was caused by our crew.

*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. ↩