ComplaintsforRooftop Power, LLC

• Initial Complaint

  08/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Over charged from original quote and not disclosing details of what was being charged

  

  Business response

  09/28/2023

  Customer had originally agreed to pay cash for his solar deal, then switched over to handling this project with a loan. With switching, the cost overall was more money to cover interest rates, dealer fees, and other fees that come along with paying back a loan versus having a cash discount. With this, he signed an install agreement that included these details and the cost of his loan. It was after he signed that he became unhappy with paying more for his loan overtime. In reference to the itemized breakdown, this is something we are working with **************** to get over to the customer.

• Initial Complaint

  03/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Rooftop Power installed a solar system and Generac battery backup system on our home in Nov 2021. There were multiple visits afterwards to remedy the wiring for the electrical work. The last one was approximately Oct 22 to label breakers that were grossly mislabeled causing issues when we attempted to find circuits. However, the main issue started during installation and in the months afterward. We opted for a lock-out box which is a smaller electric panel (similar to a sub-panel) to contain the 3-4 circuits NOT being backed up by the batteries. The first electricians seemed unclear on how to wire this, but did it anyway. Soon after, the company sent another electrical team to redo the electrical configuration. They specifically said that to do it correctly, they would have to redo everything (which would take too long)? They said that they would rather put all of the backed-up circuits in the small box and leave the 3-4 non-backed-up circuits in the BIG 200 amp panel (which is now pretty much empty). Additionally, I have a small (what was supposed to be lockout panel) completely full and even with breakers squished into doubles. Keep in mind that the small lockout box is the only panel being backed up by the batteries. It is completely full and if I wanted to add any more circuits, I cannot. The proper configuration should have been the BIG panel backed up by the batteries and the small lockout box for the 3-4 circuits not backed up in a power outage. THIS IS HOW IT WAS DISCUSSED BEFORE INSTALLATION.After numerous emails, they sent someone to re-label breakers around Oct 22. However, they refuse to come back and properly wire the panels and batteries correctly. They even said they would do it if I paid $1,200 to fix the problem that they incorrectly installed from the start. Whether this is code acceptable or not, it was not what was discussed before installation and certainly not the norm.There is also an email attached which indicated a crack in the ceiling.

  Customer response

  04/04/2023

  I have not heard from the business in response to my complaint.

  

  Business response

  12/20/2023

  In response to the complaint from ****************, we can provide the following information:  RoofTop Power met with **************** on site in his basement after the system was installed and determined that the system was working properly and as intended.   **************** agreed that the installation looked really good and that our guys did good work. However, after the installation he starting to talk to some electricians that work with him and they told him that he should have done it a different way in order to back up more or have more flexibility in the future. RoofTop Solar installed the system for **************** as the plans were designed and as it was explained to him from the get go.   We informed **************** that if in the future he was going to add more circuits to his electrical panel, that we could provide him with a quote to implement the changes to the panel that he was requesting. He agreed this was suitable while we were there.
  
  
  

  Customer response

  12/20/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.

  I neither agree or disagree with the last statement. We're going to have agree to disagree. I think that the installation could have been done better even though they say it is functionally ok. They did offer to provide a quote for additional work, but again, I think it should have been part of the initial installation. The system does work and I guess that's ok, but I am nowhere near completely pleased with the overall outcome. Again, we'll have to agree to disagree. I do appreciate their time to visit the house and discuss it further.

  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  02/10/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This company frequently advertises (both by mouth and on their social media page) that they will give you a $500 referral bonus for each referred and installed solar system. I have taken advantage of that and referred two customers to date. The first time, I received my $500 (but only after I had to ask for it weeks after the installation was complete). The second time, they sent me a check for only $250 with no explanation. Upon inquiring with the sales person, he told me that since this referred customer was a big "negotiator", they ended up selling the system for "less than a normal price". Apparently, the sales person thought this justified penalizing the referring customer (me) by cutting my bonus in half. I was absolutely appalled. When I pushed further and he realized he was wrong in his actions, he said they "would make it up with the next referral". Note he didn't offer to send me the other half, but deferred to "next time". I told him I now had such a poor impression of this company and its "customer service" that there wouldn't be a next time as I no longer felt I could speak positively about Rooftop Power. Only then did he agree to mail me the other $250. This did not actually happen either, however. After several emails back and forth, over a month later now, I have yet to receive a check. Based on the last update, I was told that "it's officially on its way!" yet over a week later, I still have received nothing.I would like to add that this company also "bribes" people with a $50 gift card to write a positive review about them on social media and ****** sites. If they actually provided good customer service, they wouldn't have to pay people for these good reviews, now would they??

  Customer response

  02/20/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************************

• Initial Complaint

  12/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They installed solar panels on my house but they put the electric conduit in the wrong place they said they would return and put in right place but they havent yet.I called many times they say they are looking into it, its been at least three months

  Customer response

  01/08/2023

  I have not heard from the business in response to my complaint. I have stil haven't heard  from the company they are ignoring  me.

  

  Business response

  12/19/2023

  In response to ************************ complaint regarding the location of the conduit run for his solar system, we can respond with the following information:  The location of the conduit run was originally approved by ******************* and his wife, but after installation ******************** decided that he did not like the location of where the conduit was ran.  He then requested that we come back and run it in a different location.  We provided a quote to ******************** at our cost to come back and re-run his conduit in a different location. (See attached email)  ******************** was not willing to pay the amount quoted to have the **********-run.

*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. ↩