ComplaintsforEMPWR Solar

• Initial Complaint

  11/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have roofing damage after hurricane helene. I need to have the solar panels removed so the roof can be replaced. I finally was able to get a ticket open with EMPWR Solar on October 15. I have attempted to contact the company multiple times by phone and email with no response to get a date for the panel removal. My roof damage cannot be repaired until panel removal.

  

  Business response

  11/18/2024

  I am communicating with this customer outside of the BBB complaint, my apologies for forgetting to provide those details earlier. 

  I have attached the email correspondence between the customer and I. We have reduced our uninstall/reinstall rate to match the price they were provided by another company and have offered to complete the uninstall Thursday 11/21/2024. We are still awaiting confirmation from the customer that day is acceptable. 

   

   

  Thank you, 

  Customer response

  11/18/2024

  
  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

  11/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had nothing but problems with EMPWR Solar since the day the system has been installed almost two years ago. Currently the system has not worked for about a month and a half. I have called numerous times and the company will not answer or return calls. There was one employee whose number I had that I spoke with when the system was installed, I was able to get her on the phone October 9th who gave me an email for service issues. I have sent multiple emails to the service department and just continue to be ignored. I would like to know what steps I can take to get someone from that company to come get this system up and running like it is supposed to. Thanks

  

  Business response

  11/18/2024

  Hello Mr. ******, 

   

  Our records show that we had a technician out to site on to replace your inverter on November 14th. I apologize for the  delay and difficulty with communicating with our service department. We are in process of training new staff to better assist. I have attached a snip from your monitoring showing your system in perfect working order. 

   

  Please let me know if I can do anything else to assist you at this time. 

   

  Thank you, 

  Brittany D**** 

• Initial Complaint

  10/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This is for the service department. Two and a half months ago, I contacted Empowr Solar to fix a leak. I have sent several emails and still have yet to get my roof fixed where the leak is coming into my bedroom. Weeks go by without any response to the emails I send. This is for the service department. At first I was emailing Jared back on July 30th. No reply. On August 16th I sent another email as the leak was getting wider. No reply. Finally, I get an email from Jared on August 27th stating we are working with our service dealer on a date and should have an update soon. I again send follow up with an email on Sept 12th, 16th, and the 25th. No reply from Jared. On Oct 4th I received an email from AJ Oswald to send pictures of the leak which I emailed the same day. He then wanted me to go into the attic to take pictures. I emailed back and advised its not that easy to get to where the leak is thus I couldn't get those pictures. That was all done on October 4th. October 14th I send a follow up email as I heard nothing and now on the 21st I send another email with no response. This is beyond ridiculous. Service department lacks the ability to communicate with the customer and to confirm when someone will be out to fix the leak and make the repairs inside the house.

  

  Business response

  11/14/2024

  Hello, 

   

  We have made arrangements for a roof technician to come out to repair the leaks on 11/21/2024. We apologize that there was such a delay in response and in scheduling this repair. We are making staffing changes internally to improve on our response time, scheduling time, and to provide a better overall experience to our homeowners. I regret that this has been your experience, however I look forward to correcting it as quickly as possible. 

  Your technician's name is Joe and he will be arriving in the morning. He will provide an arrival window in the morning. 

   

  Thank you, 

   

  Brittany D**** 

  Customer response

  11/15/2024

  
  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

  10/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had solar panels installed on my home by EMPWR Solar in Dec. 2021. The week of Aug. 5th 2024 I call Empwr Solar to report A water leak due to the roof penetration. I was asked to send pictures of the damage and I did on Aug 12 2024. They sent a company to repair the leak and that company told me the leak was at the electrical penetration for the solar panels and they did a repair. I noticed the leak again after the next rain and emailed Empwr Solar on Sept. 13th 2024. I have only received 1 email from them since then asking for more pictures. I have sent several emails and made several phone calls with no luck. The purchase agreement came with a 30 year warranty on my roof.

  

  Business response

  10/21/2024

  Dear Mr. ********,

  
  First and foremost, I would like to sincerely apologize for the frustration and inconvenience you’ve experienced with the roof leak following your solar panel installation. I imagine a leak in my home at this time would weigh heavily on me as well, and I accept responsibility for any oversight on our part. Rest assured, this matter will be escalated to upper management for immediate review and resolution.

  
  We understand how important timely communication is, and we sincerely regret any delays in our response. Our company has recently undergone internal changes, including Jared (who you worked with originally) transitioning into a different department. This may have resulted in missed emails or phone calls that may have been addressed directly to him. However, I can confirm we have been corresponding with you through our service support email since September 13th, 2024. Regardless, we take your concern very seriously and will ensure that this issue is addressed promptly.

  
  I’d also like to clarify a small point regarding the warranty. Your purchase agreement includes a 10-year workmanship warranty covering roof penetrations, not a 30-year warranty as mentioned in your complaint. However, this is not an attempt to avoid responsibility for the repairs. We simply want to ensure proper expectations are set moving forward. We remain fully committed to repairing any damage related to the installation, and our goal is to resolve this issue to your complete satisfaction.

  
  For your reference, I have attached a copy of the contract and our recent email correspondence. Once again, I apologize for the delays and the confusion. We are committed to resolving this for you as quickly as possible and will be in touch to move forward with the next steps within 24-48 hours. 

  
  Thank you for your understanding.

  
  Warm regards,
  Brittany D****
  Executive VP, EMPWR Solar

  Customer response

  10/21/2024

  
  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

  10/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We went live with solar on 10/2021. We were satisfied with the service and in 05/2023 we were not making anything. Empwr came out and said I needed another inverter that it was faulty. The new inverter showed up and we were on line again 07/2023. Noticed we were not making anything the end of 04/2024. I called to get someone out to look at the system and had to get another inverter. This inverter was replaced and running 08/21/2024 and on 8/26/2024 the system went down again. I called and Empwr was told by Solaredge that the inverter is faulty. The new inverter showed up 9/8/2024 and have been waiting since to get this replaced. I have called, emailed and pleaded to get this inverter replaced. So for the 2024 year, we have had solar working for 5 months. I would think that having inverter issues being the 4th one in 3 years I would be on the priority list to get this up and running. I am believing that customer service and satisfaction with EMPWR service department means nothing. I have spent over 50,000 for a system that isn't what was advertised.

  

  Business response

  10/16/2024

  Dear Mr. ********,

  
  We sincerely apologize for the ongoing issues with your solar system and the delays in replacing your inverter. We understand how frustrating this situation has been, and we deeply regret the inconvenience it has caused.

  
  We have had an electrician from one of our trusted service vendors reach out to coordinate a visit to your site for the installation of the new inverter. Unfortunately, when equipment has manufacturer defects, such as the repeated issues with the SolarEdge inverters, it places a significant strain on our operations. The expense and time involved in returning to sites, when the problem lies with the equipment and not our installation, affects our scheduling. This has contributed to our current backlog of service requests, particularly for SolarEdge-related issues.

  
  That being said, we are doing everything in our power to expedite the process and get your system running as soon as possible. We understand your frustration and sincerely apologize for the delays.

  
  Thank you for your continued patience. Please be assured that customer service is a priority for us, and we will continue working diligently to resolve this matter.

  Best regards,
  Brittany D****
  Executive VP
  EMPWR Solar

  Customer response

  10/18/2024

  
  Complaint: ********
  
  I am rejecting this response because: I understand that equipment fails. Other home owners in my neighborhood have not had issues at all. Could it be something other than the inverter causing these issues. I have tried calling and speaking to associates from EMPWR about this and have not been successful. What can I do about getting reimbursed for the extra 2500.00 I have spent to the power company? Solar Edge does not accept phone calls from home owners only installers so that route is not an issue. If you can enlighten me on that I would be somewhat satisfied with the resolution of this.
  
  Sincerely,
  
  **** ********

  

  Business response

  10/23/2024

  Hello, 

  We were able to correct the issue with the system and everything has been producing as it should. I understand it is frustrating when equipment or systems malfunction, however as a company we are unable to reimburse every customer when the cause of the malfunction is not us. We do offer customer's a 12 month production guarantee, but that is only valid for the first 12 months, and is not meant to offset system/equipment failure it is meant if their is a design error that caused the system to not produce what it should have. 

   

  Now that your system is back up an running, you should see a reduction in your utility bills again going forward. 

   

  Thank you, 

  Customer response

  10/24/2024

  
  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

  10/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am highly disappointed in the lack of service we have received from Empower Solar over the last several months. We've been going back and forth with Amanda and Jared for months now, and our solar panels are still not producing any output. Despite this, we continue to be charged $200 every month. This issue began in March 2024 when we received a notification from Empower Solar's tech support indicating our system was underperforming. They promised to send a part and schedule a technician, but the technician didn't arrive until mid-May. Although a technician finally came out in May to replace the part, our solar panels completely stopped producing energy in June and July, resulting in extremely high electricity bills. We initially assumed there might be a delay in the system updating, but when the July bill showed no improvement, we contacted Empower Solar again. Amanda informed us that we were responsible for reporting the issue within two weeks, blaming us for the lack of communication between Empower Solar and their outsourced technicians. She failed to acknowledge their internal communication breakdown. At this point, I requested a refund for the June and July payments and demanded a technician be sent out immediately. Amanda said she needed to consult with upper management about the refund and would have Jared schedule a technician. It took over a month and threats of legal action to finally get a technician scheduled for September 25th, who then failed to show up. After further communication with Amanda and Jared, including more mentions of legal action, we were promised someone would reach out to reschedule. We have yet to be contacted. An independent electrician found several issues with the installation, including potential water damage. Despite sending their report to Empower Solar, we've received no response or action.

  

  Business response

  11/06/2024

  Dear Mrs. ****,
  
  We apologize for the delay in responding to your BBB complaint and for the frustration you’ve experienced. We deeply regret the inconvenience caused by the delays and communication breakdowns you encountered while trying to resolve issues with your solar system.
  
  As you’re aware, the last several months have presented unique challenges, including high demand on our service teams and a shortage of certified service providers. Recent storms have further increased service requests, which, combined with staffing shortages, has led to longer-than-usual wait times. We understand this has been difficult for you, and we are actively working to improve our service response times by expanding our team and increasing resources to support faster turnaround.
  
  Our records indicate that EMPWR Solar was first contacted regarding your service request in August, which may have contributed to the initial delay in addressing your system’s issues. I believe you were initially in contact with another solar organization, which explains the communication gaps early on. When our technician visited your property on October 19 to troubleshoot the system and the inverter, we discovered that issues with the wiring, disconnect, and solar breaker were causing the malfunction. Our team returned on October 21 to repair these issues and successfully restore your system to optimal function.
  
  While we understand your request for reimbursement for the months your system was not producing energy, please note that when a system experiences malfunctions like this, it is outside the scope of our warranty. For your reference, I’ve attached a copy of our Home Improvement Contract, which outlines these terms. That said, we value you as a customer and are committed to supporting you. Typically, to operate efficiently and address system issues that fall outside of both manufacturer and workmanship warranties, we charge a flat troubleshooting fee. However, as a courtesy, we would be happy to waive this fee and apply it as a service credit for any future support needs.
  
  To further show our commitment to your satisfaction, we’d like to offer the following options:
  
  1. Priority Service: For any future issues, we can flag your account for priority scheduling, ensuring a quicker response time.
  2. Service Credit: We’ll waive our standard troubleshooting fee for this instance and provide a service credit on your account, which can be applied to future service needs.
  

  We genuinely appreciate your patience and understanding as we work to enhance our processes and better serve our customers. Please let us know if either of these options would be helpful, or if there’s anything else we can do to support you. We’re committed to ensuring you have a reliable experience with your system moving forward.
  
  Thank you again for allowing us the opportunity to address your concerns.

  Brittany D**** 

  Exec Vice President, Operations 

  EMPWR Solar LLC

  Customer response

  11/07/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  The storm is not a sufficient excuse for the delay. Your technicians contacted us back in April and came out in May to "fix it" the first time and failed to report to us that the issue wasn't actually fixed. This is the reason that it wasn't addressed earlier, because we naively thought your company fixed the issue since we did not receive further communication. The reason that the system malfunctioned in the first place is because it was not properly weather proofed when it was installed. Both a private electrician and a technician from your company agreed on this fact. It is clear to me that your company does not care to do quality work in the first place and then tries to place the burden on the homeowner. I will continue to pursue this manner anyway I need to including legally and through negative reviews, as we are out thousands of dollars due to our system being out during summer energy rates. 

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

• Initial Complaint

  10/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a complete solar system with a battery back up from Empwr Solar. I paid in cash in full over 70 thousand dollars. The back up system has never properly functioned. I was told my system would be monitored and supported. I was told after the install the system is not monitored. And I have made 4 phone calls and 3 emails trying to get service for the past 10 days with no return. Empwr Stole money putting in a system that does not work and they refuse to correct the issues.

  

  Business response

  10/07/2024

  Good Evening Mr. *****,

  
  I regret to hear that you are experiencing issues with your system again. As you know, I have personally been involved with you and know the full history regarding your solar system. EMPWR Solar has made every effort to ensure that your system was fully functional, and we have worked diligently to address the challenges that arose with your backup system.

  
  Please rest assured that EMPWR Solar has never, and would never, take money from any customer dishonestly. While the mechanical failures and malfunctions were outside of our direct responsibility, we reimbursed you for the system downtime and any additional costs you incurred, all while working closely with Generac to identify and correct the technical issues.

  
  Regarding your recent outreach, we have records of you contacting us three times, and each time, you spoke directly with a member of our team. I’ve attached a call report that reflects these interactions. In addition, we have opened a ticket with Generac on your behalf, escalated it to their operational engineering supervisors, and provided you with those details, including the case number via email.

  
  We respectfully ask that you refrain from making defamatory statements about our company on social media. We are actively working to resolve your concerns, and disparaging comments undermine the efforts we are making to support you.

  
  If there is anything further that my team or I can do to assist you, please let me know. I will send you my direct contact information if you are having any issues with connecting with the team. We are committed to finding a solution and ensuring your system functions properly.

  
  Thank you for your patience and understanding.

  Respectfully,

  Brittany D****

  Executive Vice President, Operations

  EMPWR Solar

  Customer response

  10/08/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I have been told in at least 4-5 phone calls that I would get a response in 24 hours.  Until I posted a complaint here I received zero communication from Empwr. Now I have one email response telling me again someone would reach out to me and that has not happened.  3 years is plenty of time to get my system running.  Empwr pushes the ball down the court every time and has not corrected my problem.  As you can see in the many other complaints they do not want to or know how to get the generac system they installed to work.  As far as derogatory remarks I have only stated facts.  If anyone views those as negative then I would fix the problem.  

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

  

  Business response

  10/15/2024

  I have been corresponding with Mr. ***** via text and phone call. He had a service visit on 10/11/2024. The solar system is producing (both inverters) however there is a malfunction with the ATS which is why the system did not transfer over in the last outage. We have a new ATS ordered and will return to replace the one on site when it arrives. Right now everything is functioning as it should. 

  Mr. *****, if there is anything else I can do please let me know. If the response and actions taken by EMPWR are satisfactory, than this complaint can be resolved. 

   

  Thank you, 

  Brittany D****

  Executive Vice President, Operations

  EMPWR Solar 

• Initial Complaint

  10/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There was a minor leak under some of the solar panels installed. The initial leak was discovered it February. The solar company was contacted to evaluate the cause because it was underneath the panels. A few months later the solar company finally sent someone to evaluate and they discovered something they mounted to was leaking. It is now October and I've had two tenents move out due to the leak and fear of mold. Empwr solar solutions is avoiding calls, slow to answer emails and make excuses why they have to reschedule visits for repairs. Jared from empwr solar will not answer calls from me nor my property manager. With hurricane Helene coming through the damages have gotten worse and the company can not be reached after rescheduling a repair visit again.

  

  Business response

  10/07/2024

  Dear ******* ******,

  
  We sincerely apologize for the prolonged nature of this issue and the inconvenience it has caused you and your tenants. Please know that we are committed to resolving any outstanding concerns as swiftly as possible.
  
  After reviewing our records, I see that a technician visited your property on September 27th. During this visit, we determined that there was a missed lag during the installation, which was causing the leak. Our technician was able to flash and seal the penetration at that time and provided photo documentation of the completed repair.
  
  As of September 27th, this is the last time we had correspondence with your property manager. We have not been informed of any new or recurring leaks since then, outside of this outreach through BBB.

  
  Could you please confirm if a new leak has appeared, or if the original leak has returned? Our installation and service manager will be reaching out to your property manager directly to acquire this information and to ensure any necessary actions are taken promptly, especially in light of the recent weather conditions.

  
  Again, we apologize for the inconvenience and appreciate your patience. We are dedicated to resolving this matter for you as quickly as possible.

   

  Respectfully, 

  Brittany Ducos 

  Executive Vice President, Operations 

  EMPWR Solar 

• Initial Complaint

  10/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  June 2024 system that EMPWR installed stopped working. I have been calling for months (promised call backs that don't happen), for system repair. I read the BBB complaints and have the exact issue listed by another June 2024 BBB complaint; (EMPWR) installed SolarEdge gear and at sale told extended service through installer. After install EMPWR is no longer in SolarEdge program but customer is the one who suffers. SolarEdge will not take calls form homeowners only installers. SolarEdge could see my system was down and shipped a new inverter in Jul of 2024. I continued to call EMPWR and was informed of reduced staff, storms, etc.). Finally, after more calls with customer service reps who are remote answering, I was connected to Jared Abel (who is the 1st employee who tried to actually help) in August of 2024 who scheduled a Tech to visit on 25 Sep 2024 (4 months after system went down). The Tech came but couldn't sync with SolarEdge for remote configurations and discovered that my 28 Panel system was only configured for 26 panels since install (have never produced on those two panels, even though I was charged for them), bad optimizer and panels that he said should have been discovered on install QA/QC. Tech could not complete warranty repair and I'm back to waiting on calls. Called on 2 Oct 2024 and female customer service rep gave the same "I understand. I'll check this myself and someone will call tomorrow". No call on the 3rd as promised so I called today and got the same "someone will call right back". So, I am lodging this complaint and will seek legal counsel on cost. i paid for a complete system to lower electric bill, now I'm paying electric bill and the solar loan. The loan is $600 a month that I have paid for 4 months now on a warranted non op item AND my Georgia Power bill has jumped to $700+ without my solar production (a $400 increase when producing solar), so I'm spending $1000/month with a company who keeps saying "they understand".

  

  Business response

  10/09/2024

  Dear Mr. ********,
  
  Thank you for reaching out to us, and I sincerely apologize for the experience you've had. We are currently facing an unprecedented volume of calls and service requests following the recent storm, which has understandably impacted our response times. Please be assured that we are actively increasing our support staff to improve our service and communication.
  
  I understand that a technician is scheduled to visit your location this weekend to replace your equipment. 
  
  Additionally, I want to update you on the panel count issue. Our tech support team has confirmed that the matter has been resolved, and we now have a total of 28 panels, as opposed to the 26 previously noted. I hope this information has been communicated to you, but if not, I apologize for any confusion.
  
  If there’s anything more I can do to assist you or further address your concerns, please don’t hesitate to let me know. Your satisfaction is important to us, and I appreciate your patience during this time.
  
  Thank you for your understanding. 
  

  Sincerely,

  Brittany D****

  Executive Vice President 

  EMPWR Solar LLC
  
  

  

  Business response

  10/11/2024

  Hello, 

  I am happy to report the technician that arrived to the site today was able to correct the issue with the site. It is now functioning properly in both production and reporting. If the corrections suffices, I would like to request the complaint to be closed. 

   

  Please see the attached documentation.

   

  Thank you,

  Brittany D****

  

  Business response

  10/16/2024

  I am checking on the resolution of this complaint. My last update/ Message to the BBB was on Friday, October 11, 2024 showing the service had been completed and the system is functional. Is there anything else needed here? 

   

  Thank you, 

• Initial Complaint

  09/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a solar system installed by Empwr back in 2021 and up until July 9,2024 everything worked as it should, until it didn't. I have now been without any solar power since July and counting. I have been in contact with Amanda, and she has been gracious enough to respond to calls and emails even coming off vacation however is not able to provide any date this will be resolved. I have also tried to reach their support team several times without any response. I was also told that Solar Edge could possibly give me some reimbursement on my now skyrocketing electric bill and was given their information. Well, the email address is not valid, and the company is no longer taking phone calls from homeowners only the installers. I am beyond frustrated that I am paying for a system that does not work and having to also pay for electric bills I would not normally have up to 300+ dollars more a month. I am simply asking for my system to be fixed within a timely manner and 10+ weeks and counting to me is not timely. I am beginning to regret the solar system all together because it is now costing me more than it is saving me which was the whole idea of them. As a fellow Director of a Service providing industry, if one of my customers was down for 10+ weeks I would not have a job as the company would have to pay the customers credits in terms of loss of services. I understand the times we are in with staffing challenges as I have dealt with them as well however as stated I am now out of pocket fees to Electric companies that were not expected. Reimbursements should be considered and a date should be provided as to when I should expect resolution.

  

  Business response

  10/21/2024

  Hello *** and Mr. & Mrs. ******,

  This complaint somehow was missed, and so I never responded through the BBB regarding the steps we have taken to remedy the ******s system. That was a mishap on my part, I will be sure to keep the case notes updated appropriately moving forward. 

  We created a case with SolarEdge due to the internal error (Case# *******). This was approved through SolarEdge for replacement. We ordered the replacement inverter to be delivered directly to the customer's address. It showed delivered and the case was moved into scheduling. Due to the recent increase in SolarEdge RMA's and the impact the recent storms have had on our service area we have been backlogged and scheduling out about 8 weeks. The ******s are in the next queue to receive dates for their inverter replacement and were notified this morning they will be receiving a date. 

   

  We apologize for the delays and inconvenience the delays may have caused. We are committed to working with our customers to get their systems back to fully operational. 

   

  If there is anything else I can be of assistance with at this time, please do not hesitate to reach out. 

   

  Thank you, 

  Brittany Ducos

   

   

   

*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. ↩