ComplaintsforYour Energy Solutions

• Initial Complaint

  10/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Your Energy Solutions installed a solar with battery backup system in 2021. System has had various problems ever since it was installed. The current issue arose in January or February of 2024. Something stopped communicating with "the gateway." After multiple calls with Enphase Energy (manufacturer) and several site visits from Your Energy Solutions, the gateway was relocated and a new one installed. Solar system works, but the battery system does not. Enphase Energy says the local installed failed to connect the battery system to the gateway and failed to provision the batteries, and that another site visit is needed to connect the battery system. They warned that all batteries may need to be replaced because of how long they haven't been charged. I've called Your Energy Solutions, but usually no one answers. I did get through twice and was told that ******* needed to schedule a site visit. I was given ******* extension and have called repeatedly. I have never gotten anything but voicemail and ***** has not returned my calls.

  

  Business response

  10/18/2024

  We have been responding to the customer.  Please see the recent transaction history in our attempt to triage the complaint.  Thanks, *** -

  [PHONE CALL]May 23 2024, 11:58am
  Buthaina Qutishat wrote about **** Nicoud regarding the deal **** ****** - Solar
  We need a site visit to get the voltage across the gateway tested.
  COMMENTS
  Buthaina QutishatMay 28 2024, 10:25am
  Following up on this

  
  Angel AlonzoMay 29 2024, 9:04am
  Service scheduled 05/29/24.

  
  Buthaina QutishatJun 6 2024, 12:19pm
  Angel, Customer says we need to go fix the access point and Zigby do you have any idea.

  
  Angel AlonzoJun 10 2024, 11:48am
  Not sure, when the guys went out enphase didn't want to RMA the motherboard.
  

  Buthaina QutishatJun 25 2024, 1:04pm
  what should we do next?
  

  Angel AlonzoJun 25 2024, 1:06pm
  Service is scheduled for ***** tomorrow.
  

  Angel AlonzoJun 25 2024, 1:09pm
  Sorry not tomorrow. Actually 06/27/24.

  
  Buthaina QutishatJul 8 2024, 10:42am
  Customer got the unit shipped to his house and we need to schedule this replacement 

  
  Angel AlonzoJul 10 2024, 3:42pm
  Left a VM.

  
  Angel AlonzoJul 10 2024, 3:48pm
  Service scheduled 07/19/24.

  
  Buthaina QutishatSep 17 2024, 10:36am
  Angel what was our final decision regarding this customer?

  
  Buthaina QutishatSep *******, *******
  Any updates?

  
  Angel AlonzoSep 24 2024, 3:26pm
  *** with talking with ***** & ***** the customer needs a Enphase comms kit. Would that be covered under warranty or does that get charger to the customer? 

  
  *** GitasSep *******, ****************
  Let's do right by the customer and not charge. The ***** 1 or 2 is a $400 part and there's the install labor. But I think **** has waited long enough. Please let him know that this isn't under warranty service and what it takes to get it done, but that we will take care of it because we value his business and want his recommendation and referrals of others.

  
  Angel AlonzoSep 30 2024, 10:55am
  ***** or ***** can you elaborate on which comms kit the customer needs?

  
  Angel AlonzoOct 8 2024, 2:16pm
  Any idea on which comms kit it is? Customer is looking for an update.

  
  Angel AlonzoOct 11 2024, 2:40pm
  ***** is scheduled to go out on 10/23/24. We may just need to connect the old cable he had on site.

   

  That's where we are at this point.  We will finish the process and solve.  

  Just wanted to give you the latest from our ERP (copied/pated in the BBB complaint format).

  Thanks *** - 

   

   

• Initial Complaint

  09/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently purchased a new house with solar panel installed by your energy solution. The solar panel itself seems to work (although I don't have a way to verify), however, the monitoring system (and the app) was never properly set up due to no network for the house.After I moved in 3 weeks, I have been trying to contact Your energy solution to set it up. I have tried:- submit a form online (because they don't provide an email on their website), but never ever heard of any reply.- call the ************ on their website, and I've tried service, sales or any option you can think of, almost never reach to a real person.- with one exception, I reached to a real person in service department (ext. 5003) told me to contact the project manager (ext 129). I left multiple voice mail to the project manager, but never received a reply.- the builder connect me to a sales person, he's one of the most helpful one, and help me with some setup over SMS, and then tell me one of my device might be problematic (need a new envoy ? ). and then stop replying me with a concrete time to fix it.It's a really frustrating and time consuming experience.

  

  Business response

  09/09/2024

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

  ************ cell/text

• Initial Complaint

  08/08/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  My son *************************** signed a contract with YOUR ENERGY SOLUTIONS on August 24, 2022 to install a solar panel system at *********************************************************. The solar company did a survey of the property and went ahead and installed the solar panels on November 22, 2022. After the panels were installed, they billed us and paid them $13,306.00 plus our $1,000.00 deposit when we signed the contract. After installation, they told us that our main electrical panel upgrade needs to be relocated because it is directly above our gas meter per PGE building code. This will involve trenching and rewiring the whole electrical connection in order to relocate the main panel. The estimated cost for this project would be $20,000. We did not agree to this solution for the obvious reason - very expensive. They should have known about this problem when they initially did the survey. Since then, we went back and forth with this solar company on what is the best solution. They did not communicate with us for a long time and when we called and asked what was happening, the project manager handling ********** left the company and was replaced by ******* and ******* promised to get back to us soon. It has been 8 months since the panels were installed and when we contacted them recently, they said that they have found a solution to connect the solar panels to an upgraded electrical sub panel instead, and now have a revised plan. They never informed us about the revised solution until we inquired. We have emailed them to ask when this will bedone. There has been no reply. It is very frustrating and stressful to deal with this company. **** also asked them to take back their panels and refund our money, but they refused to do so.

  

  Business response

  08/21/2023

  Hello, 
  
  
  PG&E's Greenbook requirements changed significantly between the time the survey was performed in September of 2022 to present. At the time of the site survey, the 2020-2021 Greenbook was in effect.
  
  
  The 2022-2023 revisions to Greenbook came with stricter safety requirements for main panel upgrades. Prior to the revisions, PG&E had allowed us to upgrade main panels with underground service in the same location, no matter their proximity to the gas meter. This was colloquially called "Like for Like" and did not require trenching.
  
  
  Starting 12/01/22 PG&E began enforcing a policy requiring main panels located in close proximity to the gas meter to be relocated. The customer's home falls within this scope, as the existing main panel is directly above the gas meter. Under the 2022-2023 Greenbook, the customer does not qualify for a Like for Like. For this reason, trenching was proposed during the project to comply with PG&E's new requirements. 
  
  
  The aforementioned information is available in the Utility Bulletin: TD-7001M-B010 published by PG&E on 12/01/2022, items 1.1-1.3. 
  
  
  Our engineers and project managers have worked extensively with the *************** to come to a solution that bypasses the upgrade requirement and meets city code. ******************** contract will be fully executed per our agreement. 
  

  Customer response

  08/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20439674.  After I filed complaints to the Better Business Bureau, Contractors ********************* and ********** Solar & ******************** I was contacted by the company and assured me that the project will be completed as soon as possible.  They gave a  completion date of September 4-8, 2023.  I still have to wait and see if this promise will be fulfilled. I will update as soon as it is completed. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  05/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had Your Energy Solutions install a solar system. The project was finished on 12/14/21. A day after the installation we discovered that they had drilled a hole through our bathroom floor thinking they were drilling into the garage attic. We contacted them and they said they would take care of the issue. We contacted them again and after a long delay they arranged a phone meeting ******, their installation engineer. Again we were told that it would be addressed. I reminded ****** by email on 2/23/22 that we still had the floor problem. I emailed them again on 3/16/22 and asked what was going on, on our floor issue.At that time they sent out another engineer named *** to ***** the problem. He assured me that it would be taken care of. At that time we also discovered that we had water leaking into our garage through the conduit running from the roof solar installation. He took pictures and said that, that would also be taken care of.The total for the installed solar was $40,134.

  

  Business response

  06/15/2022

  I'm not responding to the *** outside of this email.

  We are paying to have the floor replaced per the customers complaint. 

   We will contact him this week.

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