ComplaintsforPalmetto Solar

Solar Energy Contractors

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Initial Complaint
11/21/2024
Complaint Type:
Service or Repair Issues
Status:
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.
This is about the solar system. Palmetto Construction team did great job in doing all the construction work. However, after the construction / installation had finished, my project is kind of "abandoned". I keep asking them to provide a monitoring app/ make the monitoring function available to me, for about 3 weeks, but no one can solve my issue. In fact, the company listed one of the benefit with their system is real-time monitoring. Every time I call the customer services, they were just keep asking questions, refused to escalate the issue, refused to transfer me to a manager/ supervisor. The customer service *** told me " the manager can not help you with anything". The customer ***s keeps creating work orders, every time the work order created, they told me the support team will contact me and fix your issue in two days. However, nothing happened. I called them millions times already, they just wasted my time. I also asked them when the billing cycle will start, and same thing happened, nobody able to give an answer.
Business response
11/22/2024
Thank you for providing your feedback and letting us know about this topic. We set a high standard for ourselves and we are sorry to hear that standard was not met in your interaction with us. We will contact you regarding your concerns.
Customer response
11/22/2024

I am rejecting this response because: So far no one from the business has contacted me. MOST IMPORTANTLY, THE ISSUES STILL HERE, NOTHING HAS CHANGED.

Business response
11/25/2024
Hi,
Thank you for taking the time to speak with me today. Once our internal systems are updated, you will begin to see the production on the monitoring app as well as billing information. Currently we are missing install photos, we have reached out to the installer to upload. Once I have an update I will reach back out. I apologize for any confusion and delay in resolving. Please see attached screenshot of your production so far.
Initial Complaint
11/21/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I am currently selling my home while purchasing another home and transferring ownership is not an option hence opted for buyout. I have been contacting this company via phone, chat and email day in and day out. Ive been sent buyout quote and termination documents BUT Its coming up on around 2 months of them telling me they are awaiting buyout approval from capital markets! Ive spoke to supervisors, tried reaching out to owner/CEO and other executives via other avenues and no response! Ive pushed my closing back several times due to not being able to close without the buyout documents needed. Im having to pay $150/day to extend the closing on new home but theyre not gonna hold the home forever! I cant close on new home until I close on current home due to the profits going towards new home. Im on the verge of not having a home if I dont get this documentation ASAP (as in today!) Im sure they have some contacts on the other end to get this thing done but it doesnt seem like any progress or effort has been made! I get the same answer everytime. Its hard to believe they dont have some kind of management or upper leadership contacts with their 3rd party investors! After reading several complaints and reviews i believe this company just does not care! Being one of the biggest solar companies out there I regret to say that doing business as you are will quickly make you the worst company! I tried to be patient but I can no longer accept how you are altering my life! On top of all the stress and $$ lost you guys have no remorse!
Business response
11/22/2024
Thank you for providing your feedback and letting us know about this topic. We set a high standard for ourselves and we are sorry to hear that standard was not met in your interaction with us. We sent the requested information last night. We do apologize for the delay in getting the information to you.
Thank you
Customer response
11/25/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.

Thank you.
Initial Complaint
11/19/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Palmetto Solar installed a system on our house in December 2022. On two occasions this year, 2024, I've attempted to contact them using the link on its website. They indicate a response should be provided in 24 hours. To date, the company hasn't responded to either of my communications. The system message I'm attempting to resolve is:An issue was detected with your solar energy system.Weve identified an issue with your solar energy system, and are attempting to resolve this remotely. If the issue needs to be resolved in person we will contact you to schedule a service appointment. Feel free to reach out to our support team if you have any questions.
Business response
11/21/2024
Thank you for providing your feedback and letting us know about this issue. We set a high standard for ourselves and are sorry to hear that standard was not met in your interaction with us. We see our service team is in contact with you and working to resolve your concern. Please feel free to contact us at ************** or *********************************************************.
Initial Complaint
11/16/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
Ramses the sales *** lied to me. He was ***eatedly told Im on *** as only income. He told me I would produce so much electricity that my electric bill would be between $8-$14 a month. He scammed me and when I got the first bills I jumped on it and discovered I was scammed. ******** says its not their employee and wont do anything to him. Numerous recent complaints on the website from others who were also scammed! My home is brand new and my disabled self will have to risk my life to get on the roof with them to caulk all the holes they put in it. They are targeting disabled and elder people. This company should be out out of business! The sales *** blocked my calls months ago.
Business response
11/19/2024
I hope that your day is going well. I am reaching out regarding the feedback you provided with the hope of connecting. First and foremost, I apologize for the experience that you had and would like to reassure you that we utilize each response to implement improvements. I understand based on the feedback that you have a concern with the way your solar system was sold to you. When available please let me know a good time to call or you can respond back directly to this message.Thank you.
Initial Complaint
10/30/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I need to have my roof ***laced and need to get the solar panels removed for the roofing company I have contracted to ***lace my roof. The panels need to be removed and once the roof is ***lacement is complete the panels need to be reinstalled.I had began my request more than 2 weeks ago on their website under requesting assistance. I waited a few days and after not hearing anything from them I called and found out the request was found but no case number was assigned so in other words no action would have begun until I called. So my first call ended with once the coordinator is off the phone with his current call he will call you. This was at 10:28 am on a Thursday. No call back that day or on the next (Friday). So on Monday I called again and finally got the coordinators name but according to the customer service contact they did not have the phone number of the coordinator. My question is how do you not have the phone number but the other day I was told the coordinator was on the phone? The customer service *** seemed completely confused of what to say next. Anyway, I requested that the coordinator call me that day (Monday) before the end of the day so I can get some questions addressed. Well I never received a call but the coordinator emailed me with minimal information and that was 10 days ago. I have emailed back 5 times since and he just doesnt ***ly. I need help here please. This company had been nothing a discomfort to deal with since I first agreed to have these panels installed in 2021 and I wish I had never met their sales ***. Every step since I paid for these panels has been a problem with lots of headaches.
Business response
10/31/2024
Thank you for providing your feedback and letting us know about this issue. We set a high standard for ourselves and are sorry to hear that standard was not met in your interaction with us. We will be reaching out to discuss your concerns shortly.
Initial Complaint
10/29/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
This summer, we paid Palmetto Solar to install solar panels on our roof. The installation was started on July 31 and finished on August 1. The inspection was completed on August 13. It took the county several weeks to clear the paperwork from the inspection. That system was finally turned on September 20. It stopped working the second day it was on. I called customer service, and they walked me through a reset. Then it stopped working again. The last day the system generated any power was September 25. I have been on the phone with customer service several times. The first time I called, they told me they would have to send someone out, and I would receive an email in 72 hours to schedule the work. I never got an email. When I called them back, inexplicably, someone had closed my claim. I have since gotten the claim reopened, and it is with an "After Market" associate. I received an email from him on October 16. I still have no resolution. I have called and left messages, but no one has returned my calls. I just want my solar panels to work.
Business response
10/31/2024
Thank you for providing your feedback and letting us know about this issue. We set a high standard for ourselves and are sorry to hear that standard was not met in your interaction with us. We see our team member from our service team - *********** services sent you an update today regarding the status. We will monitor to resolution.
Customer response
11/05/2024

I am rejecting this response because: I got this email from the After Market Team:
Hello Christian,

I am looking for an available crew that has some openings asap for us. I am also looking into the idea of potentially sending my technician from the ************ area to ** next week for the outstanding visits that need to be scheduled. I should have a gameplan or even a site visit date by end of week for us.

Thank you,
******* ******
Services Project Coordinator | Palmetto
************
I've yet to hear about a game plan or site visit.

Business response
11/08/2024
The service visit was completed on 11/6/2024 and the system is operational.
Customer response
11/08/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.

Thank you.
Initial Complaint
10/29/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I recently purchases solar back in July. Had it installed on August 7th. Got the electrical inspection done on it on August 12. I've waited for 2 months to turn my system on. First month was waiting on the utility company to change out a transformer so I could. They did that. I contacted them about doing my bidirectional meter change. The *************** won't change it because they kicked back the Permit to Operate because it was missing the electrical inspection information. Palmetto just sent in an attached form that they electrical inspector completed instead of having them sign the actually form for the permit to operate. The utility company contacted Palmetto stating this 3 weeks ago. I've called and complained and spoken to several people from Palmetto. They have all given me the same answer. We have escalated the matter and we will contact you. They have no contacted me at all about it. I have attached the form that is in question. The red arrows are what needs to be solved.
Business response
10/31/2024
Thank you for providing your feedback and letting us know about this issue. We set a high standard for ourselves and are sorry to hear that standard was not met in your interaction with us. Our utility team has sent over the completed information to ************************ yesterday.
Customer response
10/31/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.

Thank you.
Initial Complaint
10/28/2024
Complaint Type:
Order Issues
Status:
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.
The company, ***************** misled me when their sales representative came to my house and told me that I could have solar panels installed for "no out-of-pocket cost." I was encouraged to sign a contract, thinking I was getting free solar panels. The sales representative told me I would get a statement from ***. I was later shocked to learn that I would receive a bill, not a statement. I was led to believe the statement would only contain how much power I used, not a bill. I have a witness who heard everything this salesperson said. He was also led to believe that this company was providing FREE Solar Panels. The representative, from Our World Solar, pressured me to sign the contract online while he was standing behind me. I felt pressured and did not understand the terms of the contract. This encounter occurred on July 19, 2024 (Docusign Envelope ID: *************************************. On Oct 17, 2024, I informed **** Rho Bertolano, the Project Coordinator that I did not want the panels under these terms. However, he told me "it was too late to cancel". The panels have never been used. The installation process remains incomplete.I spoke with a representive from Lightreach who informed me i have 9 solar panels and they would be a charge of ****** per panel. I asked if she could escalte that amount. No one has called me back. This was OCT 18th. I latter learned I have 19 panels to remove. ON Oct 18, I asked to escallate this matter to a higher level for a lower price, they said they would and never did and no one has reaponded to me.Please help,***** ***** ************
Business response
10/31/2024
Thank you for providing your feedback and letting us know about this issue. We set a high standard for ourselves and are sorry to hear that standard was not met in your interaction with us. We can confirm that you have been in contact with our customer advocacy team for assistance with getting the costs related for removal and lease. We will continue to provide our support until you reach a decision.
Thank you,
Initial Complaint
10/21/2024
Complaint Type:
Service or Repair Issues
Status:
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.
In the beginning of this year 2024 the City of ******* offer me a ***** of $40,000.00 to fix my air conditioning ducts in my house. The ducts are rotten, and part of my living room ceiling came down from all the water accumulated. Please understand, I am 74 years old and a widow. As I was waiting for results of my solicitation, the city called me and said I had a lien on my house from Palmetto Solar Company, I had no knowledge of this lien. I called palmetto, they sent a letter to the city stating they had taken off the lien. The city additionally wanted from palmetto a copy of the recorded release with the book and page of lien. Since July I have called (spoken many customer service people), e-mailed and chat: to no avail. They do not answer me, although they say someone will get back to me. Meanwhile I am terrified that my whole ceiling will come down. Someone helped me and put a plank in open area. Can you please help me and get in touch with Palmetto Solar Panels. Case #*******, ****** ****** - ************. Additionally, I feel they are charging me too much to rent these panels. My friends have bigger houses, bigger families and are paying less. I am just one person in house. Please help. Thank You
Business response
10/23/2024
Thank you for providing your feedback and letting us know about this issue. We set a high standard for ourselves and are sorry to hear that standard was not met in your interaction with us. We will be reaching out to discuss your concerns shortly.
Initial Complaint
10/21/2024
Complaint Type:
Service or Repair Issues
Status:
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.
We purchased solar panels through Palmetto in 2021 and the sales person lied about pretty much everything. They assessed our roof and electricity usage and determined how many panels would be needed. A few months later we got a bill from our electric company and when we contacted Palmetto they told us to use less electricity even though we were assured that the panels purchased would more than provide our current usage. So we resigned ourselves to the fact that we were stuck with these panels and paying for them for the next 20 years. On October 19, 2024 we got a bill from Duquesne Light for $202.24 which prompted me to call Palmetto but they were closed. I then checked the app and it said there was a critical system alert and they would contact me if it could not be resolved. The app seemed to indicate that the system had been down for over a month but I was never notified. I called Palmetto on October ****** and spoke to ******. ****** advised that there is an issue with the inverter and that it had to be replaced. When asked why we werent contacted he said we didnt have a plan and it is our responsibility to check the app to verify the status of the system. When I asked how much was it for a plan he said we cant get one because it had to be purchased when we bought the panels. He submitted a ticket for service but could not tell me how long it would be until I was contacted. I requested a supervisor and was put on hold for 20 minutes and then told one was not available. I requested a call back from a supervisor and was told it would be 48 business hours. Every moment the panels are not working I am paying an electric bill in addition to the cost of the panels. I would like to be reimbursed for the electric bill from Duquesne Light and any future bills from Duquesne Light as a result of their failure to notify us of a critical system failure.
Business response
10/23/2024
Thank you for providing your feedback and letting us know about this issue. We set a high standard for ourselves and are sorry to hear that standard was not met in your interaction with us. We will be reaching out to discuss your concerns shortly.

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