ComplaintsforInfinity Solar USA

• Initial Complaint

  09/18/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Infinity Solar installed my solar panels in September 2023, with contract that states that the system will produce 9.2MWh in a year, but at the end of the year till September 2024 - it only produced 6.7MWh. I have been trying to contact them, initially made contact with customer service and provided them all the info they needed. After that it has been more than 3 weeks and I have not heard back from them. I would like them to provide me enough panel that can produce the amount promised in the contract.

  

  Business response

  09/24/2024

  I do not see this customer in our system. I searched by name, phone number, and email. Can you please provide the property address so I can confirm Infinity Solar USA was the installer.

  Customer response

  09/25/2024

   
  Complaint: 22306200
  
  I am rejecting this response because:

  My solar panels were installed by Infinity Solar System (Infinity Energy), and my agreement with them has my wife's name: **** **** on it.

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

  

  Business response

  10/01/2024

  We do not have this project in our system under either name. We are Infinity Solar USA and have never used the name Infinity Energy, nor do we operate in the state of **. If the customer still believes ********************** completed the installation, please provide the full property address.

  Customer response

  10/01/2024

   
  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

  08/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Around or before June 5 2024, Infinity Solar USA replaced all the micro inverters on my solar system that was installed in 2023. After the inverter replacement, one panel has failed to operate since that time. Infinity Solar USA had technicians diagnose a bad panel and they said they would replace it under warranty. It has now been near 3 months and the the panel has not been replaced. Multiple phone calls placed (with messages left) to Infinity Solar USA service number, emails and text sent to the only contact number listed and have had no response from the company.I am trying to get the company to fix and resolve the problem.

  

  Business response

  09/26/2024

  We apologize for the delay in getting the panel replaced and the poor communication through the process. The defective panel is under the manufacturer's warranty and we have been following their process to get it replaced. They just confirmed the *** was approved and are shipping a new panel to our warehouse. Our repair team has contacted the customer with an initial update and will schedule the repair as soon as we have shipping confirmation and an estimated delivery date. We expect this to be fully resolved in the next week or so.

  Customer response

  10/02/2024

   
  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 at this time.

  However, I am still waiting for confirmation of the replacement panel has been sent and a crew ready to install and test it.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  08/14/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I wish to ****** a contract for work that has not been started. I am 88 years old I did not realize the amount to be charged is $41,888.85. My daughter was present at the time and ssais she did not hear that amount either. I have been sent an email from a lender :TML International, dba Infinity Group Loan # *******. They say they cannot identify the loan. Their phone # is ************

  

  Business response

  08/19/2024

  We have noted the cancellation and closed the project.

  Customer response

  08/21/2024

   
  Complaint: 22144071
  
  I am rejecting this response because: I am concerned that I will be billed a cancellation fee.   ******, who works in the office, informed me that fees may be around  $1500.00.  I also have a voice mail from ******, saying the fee could be larger depending on other factors.  Could I get something in writing , or mail or text that there will be no cancelation fees?  I have the phone numbers for ****** and for ****** if you need them.  
  
  Sincerely,
  
  ******* ******

  Customer response

  09/17/2024

  I have not received any further billing from Infinity Solar.  Can I be assured that I will not receive  billing at a future date?  ******* ******

• Initial Complaint

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Installed solar array with this company last year. Some of the panels went down in May. We discovered and reported the issue in July. The company sent out a crew a few days later to determine that the issue was the inverters and said they would be back later that week to replace them. That was 3 weeks ago and nobody has contacted us since. I've tried all their posted numbers and emails to get a hold of them, but nobody is returning any of my contact. Now the phone number I'm calling from their website is just saying the call can't be completed. I like the panels, but can't get a hold of this business anymore and would really like to get our array back to full capacity. I even went so far as to contact the inverter manufacturer and they said that the company hadn't opened any kind of service ticket for our home with them. I'm suspecting they have gone out of business, but didn't both to tell anyone.

  

  Business response

  08/19/2024

  I apologize to the customer for not replying. We recently switched phone services and the new platform did not import our main number so it was telling incoming callers that the phone was disconnected. This has since been resolved. We sent a technician to the customer's home and completed the repairs on August 12, 2024. I believe we have resolved the customer's issue.

  Customer response

  08/19/2024

   
  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.  The business sent a technician team out to resolve the issue.
  
  Sincerely,
  
  ***********************************

• 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:

  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,
  
  *******************

*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. ↩