ComplaintsforInfinity Solar USA

• Initial Complaint

  04/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Infinity Solar, specifically ***************************** has continuously lied about a solar system purchase and install on both my personal home, as well as my business. First I was mislead by him promising a credit that I could apply to the total of the solar purchase. IE if I paid 100k for a system, I would get a credit of ~30k that could be applied towards the total, making it 70k rather than 100k. This was a blatant lie. I was told I would also be given 18 months to make the choice to use said credits to apply towards the loan, at a reduced rate. If I chose not to use the credits towards the system, after 18 months, the monthly cost would go up substantially. After signing the contracts, I probed more to find out that it was not a credit, but a tax rebate, and that I would have to pay out of pocket to make the loan stay at the 18 month intro rate. After I asked about it, he told me he doesn't tell people that wont get the tax rebate about the tax rebate... Which I also found to be shady. Both of the above are very misleading, and apparently illegal (after consulting a lawyer about the situation). As solar companies are not allowed to give tax advice, which is exactly what he was doing. The residential system was installed the 2nd of sept, and the business was installed the 13th of sept 2022. This started the clock on the 18 month lower payment period.On top of the that, it is now April of 2023, the solar install for my house failed city inspection twice, and has failed the interconnect application 5 more times. The business install is permanently on hold, as they never had someone survey the building to get the trusses inspected, and may have to completely reinstall the system. I am now close to 8 months of the 18 available of reduced rate, and was unable to claim any tax rebates for 2022 as neither system is operational to this day. I have not received any updates or communication whatsoever since march 6th 2023. I have paid 8 payments and received only 6 back.

  

  Business response

  05/04/2023

  We understand and share the customer's frustration on the delays associated with both the residential and commercial project. For the commercial project, we did learn after the installation that an engineering structural stamp was required for this project. That information was not communicated to ** in advance of the project so we are working with two different engineering companies to resolve it. We have submitted the information and are waiting on a response to complete the process. For the residential project, we are still waiting on PNM to complete their review before Permission to Operate (PTO) the system is granted. Given their current application volume and inspection timeline, this may still take another 30 days or so before the system will be connected. We have contacted the customer to provide this information and will continue to reimbursement the loan payments until it's fully resolved. 

  Regarding the tax credit, we train our sales team on the program and how to explain it. That training reiterates that we are not tax advisors and cannot provide tax advice to customers as we do not know their individual tax situation. With that said, the 30% federal tax credit can be confusing so we explain it as a credit on their tax liability. That means it's a dollar-for-dollar reduction in the amount of income tax that is owed. We sincerely apologize if the customer misunderstood how the credit is applied, and it is never our intention to mislead our customers. Our objective is to provide the best possible experience to our customer for choosing to install ********************** and that means being transparent and forthcoming on the benefits. We are committed to solve all of these issue for the customer and will continue to work with the appropriate agencies to get both systems operating as expected.

  Customer response

  05/18/2023

  For the commercial project, we did learn after the installation that an engineering structural stamp was required for this project. No one has been to my warehouse from any engineering firm, so if this has been actioned, it has not been actioned to the point of me letting people into my building, or they went to the wrong place. 

   

  For the residential project, we are still waiting on PNM to complete their review before Permission to Operate (PTO) the system is granted. Given their current application volume and inspection timeline, this may still take another 30 days or so before the system will be connected.  This is also 100% incorrect. I called the city, they said most interconnect applications were taking anywhere from 7 to 14 business days. This is the largest issue I have with Infinity, the incompetence. Failing 2 inspections and having to redo the entire electric panel section they installed, "forgetting" to install something that was on the plans and blue prints in the form of the generator switch, and subsequently failing the interconnect application now 7 times does not instill a single bit of confidence. Add to that the complete and utter disregard for communication and transparency and that leave me in a very bad place. 

   

  Going by the cities 7 to 14 business day interconnect app acceptance, the system should have been done by the first app submission date of 11/25 Which I have attached. Even with Infinity's made up 30 days acceptance this 100% should have been completed by December 25th 2022. Instead they failed, and corrections were needed, another 6 times before I filed this complaint. If they are a solar company that does this professionally, how have they failed 2 inspections, and now 7 interconnect applications? In between the time I submitted this and now, I have received yet another letter of denial which I have also attached. How many more times will this system fail inspection? The longer this takes, the less time I have of deferred payments, and the warranty is now almost a year old with not a single use of the system on my house nor business. 

   

  If I sold something to a customer of mine, shipped it to them, and told them not to use it for a year because it needed to be fixed, with a 2 year warranty, and instead failed repeatedly to fix it, and stopped communication all together, do you think that customer would be happy? Do you think they would recommend you to friends and family? Do you think they would be happy with me? I think not. I think my name would be dragged through the mud, and i would lose not only that customer, but every single person they talk to, which in my case is quite a few people. So thats where I am with you guys. 

   

  We have contacted the customer to provide this information and will continue to reimbursement the loan payments until it's fully resolved. There has been no contact from Infinity Solar in any way shape or form since march 6th, so this statement is a flat out fabrication. Even post me submitting this, there has been no communication. I have also not received any more payments since the last disbursal. 

   

  We sincerely apologize if the customer misunderstood how the credit is applied, and it is never our intention to mislead our customers. This statement is also false. The way that this was pitched was far different from the actual process, experience, and results I was expecting including the installation. This is a pretty classic sales tactic, get them in, hustle them for every ***** (notice my loan is only 500 less than the maximum amount they are allowed to finance), then leave them hanging after the money has been taken. 

   

  Thank you

   

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

  

  Business response

  05/31/2023

  I understand the customer's frustration completely. I communicated the timeline that was communicated to ** from PNM. We are following up to see where they are in the process so we can complete the installation. It is reasonable to reimburse the customer for loan payments that are being made until it is resolved. I will have **************** reach out to the customer.

• Initial Complaint

  02/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 6/28/2022 we signed a solar installation agreement with Infinity Solar USA for installation of a residential solar system.After numerous delays and problems (documentation attached), system was considered "installed" per Infinity's agreement on 12/9/2022. Final contract payment was made to Infinity on 12/19/2022. At the time of final payment, we were told that the Project Manager would contact us to finish up the work remaining. Because this company has been extremely difficult to work with and is non-responsive, we sent a certified letter to the company on 12/27/2022. Letter was received by Infinity on 1/3/2023. With the history of the project and all the work still remaining to be done, we asked for Infinity to repair damaged items or reimburse us to repair damaged items and that we be notified in writing the schedule for completion of the solar system (meaning that the system is fully operational). We requested a reply within 30 days from receipt of certified letter (copy attached).2/6/2033 - We have heard nothing from Infinity since 12/19/2022 when final contract payment was made.We want to have this project completed and operational.

  

  Business response

  03/01/2023

  This has been a difficult project and we have been working to correct the issues described by the customer. The trenching was complicated due to the unexpected rock we encountered while doing the work. This required additional tools that needed to be brought onsite. We have subsequently been working with the governing jurisdiction on inspecting the completed work which also has delayed the project. 

  To date, we have repaired all of the damage caused by the trenching work and are waiting for final inspection. After reviewing the project file, it's clear our communication has been inconsistent and we are addressing this with our internal team. We pride ourselves on providing the highest level of support and service to our customers which did not happen in this situation. We will continue to work closely with the customer and the governing jurisdiction to complete the final stages of the project.

  Customer response

  03/02/2023

   
  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

  12/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This is about the solar installation service, Infinity solar USA sales person have talked with me and I was the eager to go with solar, in the financial stage I did ask about the interest rate, I believe I heared it was zero interest rate, but in the fianal paper work I was changed to ****% which was not pointed out when he sent the paperwork. and I was miss leaded to sign that. Besides that, the infinity solar usa gets slow supporting response. And the telephone waiting is a kind fake , or no answer all the time.And the laging time between the bill is need to pay the monthly loan and the system Begin to work is almost 2 months, in other words, I need to pay the loan bill but the system still not working for 2months.That is ridiculous!Overall this is not an honest business at all.

  

  Business response

  12/06/2022

  The customer purchased the ********************** system in August and the installation was complete in October with PTO received in November. During the meeting with our sales consultant, the ****% interest rate was clearly highlighted on three separate documents: The proposal, the installation agreement, and the loan document. All of which were signed by the customer. We work with several lenders, who offer a variety of loan products so that the homeowner can make an informed decision on which loan best meets their individual needs. At the time, the ****% interest rate was very competitive. In addition to the low interest rate, we were running a summer promotion where we discounted the entire system 3% which was a significant reduction in the cost. The customer also qualified for a 30% federal tax credit. The delay in receiving PTO was caused primarily by the the permitting jurisdiction requirement in that area. Even though the delay was outside our control, we have a policy to cover the first month loan payment for our customers should it take longer than 45 days to receive PTO. Our intent is always to provide the highest level of service and support for our valued customers. In this situation, system and loan detail were clearly highlighted on the document and the installation time was within a normal timeline. We were extremely busy during the summer months and did experience slow response times to some customer inquiries. We immediately addressed that issue by reassigning additional people to field incoming calls and emails.

  Customer response

  12/13/2022

   
  Complaint: ********
  
  
  
  In regarding #********, I don't agree with the business response. I clealy asked if the interest is zero , the answer was "yes".  the seller obviously not honest and tried to sell  in a rush.  Yes I mistakenly trust the business and sign the paperwork but he definitely didn't point out the interest is ****% to me!
  

  
  

   

• Initial Complaint

  09/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have had solar panels installed on my roof since June. They are still not turned on because Infinity has not been able to schedule an inspection. I have continuously reached out to Infinity and have received extremely poor communication. I was told they would reimburse me for any solar bills that I had to pay if the system was not turned on within 45 days. The first bill was reimbursed. I sent a second one almost a month ago and have followed up multiple times and have received no response at all. I was finally put on the schedule for the inspection and was specifically told by Infinity it would be between 8am and 12pm. The electrician called me and told me they can't control the time. This has been extremely frustrating as I spent a lot of money on this system and Infinity is unorganized, unresponsive and unprofessional.

  

  Business response

  10/12/2022

  The inconsistent/poor communication issue was disappointing to hear and is not aligned with Infinity Solar USA core values.  Unfortunately for this customer, we were experiencing some internal challenges with our operations team at that time which resulted in communication delays for some customers. We have since addressed these issues and believe we are back to normal operations and communication. In addition, communication is generally difficult in this customer's local area due to the coordination requirement and complexity of the inspection scheduling process for that jurisdiction. As for the project itself, the final inspection was conducted on 9/30 and the inspector required a main panel upgrade (MPU) be done before approving the completion of the project. This was not originally required by the permitting jurisdiction so we were required to get a new permit to complete the project. We received the new permit on 10/7 and have scheduled the final electrical work to be completed on 10/14.  We have also reimbursed the customer for their loan payment and will continue to do that until the project is complete.

• Initial Complaint

  09/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Solar was installed 6/30/22. Solar was finally turned on 7/29/22. Its 9/1/22 and I havent been able to get anyone to come hook up the monitoring system. I havent actually seen us producing energy. Im not even sure if this is a legit company or if weve been scammed. We were supposed to get a refund of our first payment because of slow service. That was supposed to be mailed out 8/3/22, we have yet to receive this payment.

  

  Business response

  09/07/2022

  We had an internal issue that slowed our response time to the customer and have subsequently corrected it. We do not anticipate any further issues helping customers with their monitoring system in a timely manner. We did confirm the customer has been producing energy since the system was installed even though we were unable to see it. The monitoring issue was resolved on 9/7/22 and the customer now has visibility to the panel production. We are also sending reimbursement of the first payment for the inconvenience and delay.

  Customer response

  09/07/2022

   
  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

  08/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In January 2022, we reached out to a few solar companies to get bids and immediately Infinity Solar called me back and within a couple weeks we signed a contract with them for a 23 Silfab 360nx 8.28 kw system, which when installation happened, they ended up revising to a 22 Silfab 380w 8.36 kw system. During the process, they also made a small electrical change and switching up the microinverters. Install was completed in March with no major issues and theoretically paperwork for inspection was sent 03/25. After some back and forth communication, and a mix up on their side, inspection was was set and happened 04/29. After the inspection, between 04/29 and mid-June, I reached out via text (how we established communication) 6 times to confirm paperwork in and letting them know we hadn't heard from PGE. June 6th, Infinity "re-submitted" the paperwork and within a week PGE came out and set up the bi-way connection. Immediately after our connection was live and we could view our solar production in the app, I reached out to let them know we had 3 dud panels and the system was and still is not producing near the energy we we were promised in the proposal and contract. I reached out 4 times communicating this, at which point a repair person was supposed to come by but no-showed, which I communicated. I reached out another 4 times via text to see when someone would be out, when finally I was re-directed to a general email, which I've since emailed 3 times and have had NO RESPONSE. To this day, our system has not produced more than 6 kw/hr, even on the brightest, hottest 100+ degree days, and it is clear on the app that everything is not working. We are 5 months post-install, almost through the best power collecting months and I cannot get anyone out here to assess and fix the solar system we purchased for $25k.

  

  Business response

  09/06/2022

  We communicated with the customer after receiving notification of the complaint on 8/29/22 and sent a service team to replaced a faulty panel on 9/1/22. The system is operational, but there are two panels that have delayed production compared to the other panels. Full production is registering later in the morning so we are monitoring them to determine if it's a communication issue within the monitoring system or something else. We will continue work closely with the customer and schedule a service team to troubleshoot onsite with our monitoring specialist to resolve the issue if needed.

• Initial Complaint

  07/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Solar is installed but lack of finishing the setup and no response from the people in charge of finishing the job. After having to e-mail or call to get things done they did finish the install but have not given me access to my system, I have have asked for this and was told they just have to enter some numbers and they would be back in touch. Have not received a call or e-mail yet. I also had them redo my roof, they just contracted that out but no info on that either like warranty or who I call if there is a problem. Worst experience ever with a company.

  

  Business response

  08/10/2022

  After reviewing the notes on this installation and speaking with the team, it appears there was a small issue with his monitoring system that required a service call at his home. That work was completed on July 12 2022 and we confirmed his system was fully operational at that time.
   
  Our service manager sent a courtesy email message on 7/13/22 to ensure ***************** was satisfied and to confirm he had no other issues. We did not get a response from that message. We called ****************** on 7/28/22 as a follow-up to the email message and left a voicemail; again asking him to contact us should there be anything more he'd like us to do. As of today, there has been no response to either message.
   
  Since he hasn't replied to the messages, our assumption is that because his system is fully operational and functioning as expected, he is satisfied that we resolved the issue.
   
  Should there be any other information you require to close this matter, please do not hesitate to contact me directly.
   
  Warm regards,
   
  *******************
  General Manager
  
  
   
  
  
  
  

  Customer response

  08/12/2022

   
  Complaint: 17510490
  
  I am rejecting this response because:It was not a small issue of the monitoring system not working, it was an issue with me having to send multiple messages to get the system hooked up and the monitoring system connected.  It is all connected now and everything is working.
  
  

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