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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
06/13/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased our system in February 2020. During this time I have had major issues with our system with two microinverters replaced and now our fuses are blowing out. Due to no longer being under one warranty, we have to pay $250.00 for a trip to replace the fuse. Three days later, the fuse blows again. Our system has been down since June 1, 2022 and no one has done anything to fix the issue. We have been told by Axis Solar that its a Centerpoint issue, which I do not believe as Axis has not explained why the fuses keep blowing or why they can't fix my issue. In our Enphase app we can see how much energy we are consuming but not how much we are producing. I have sent the company a Demand Letter and yet no one has bothered to respond with a straight answer on why they can't get my panel working again. Our system is $44k, so you would expect good service for the cost of this unit, but not at all. I sent a demand letter to the company on or about June 7, 2022. I have not received a response to my letter nor has our system been repaired which is still under warranty for 10 years.
Business response
06/17/2022
Please see attached, detailed response.
Thanks,
Axis Solar
Customer response
06/17/2022
Complaint: 17418634
I am rejecting this response because:Centerpoint has stated in their email that there are no issues with the Grid and everything is functioning properly. I sent this information to Axis Solar and was told that technicians will come to my residence to gather "data information" to figure out why my solar panels are not working. As of today, my solar panels are still not functioning and there is no explanation from Axis Solar on why my panels are not working. This matter has not been resolved by Axis Solar and I was not given an expected time frame on when this issue would be resolved.In the meantime, my energy bill has doubled in cost, I am paying a monthly payment for the solar panels of $275.00, and incurring a lot of expense due to this malfunction solar panel system.For a company as seasoned as Axis Solar, you would think that this issue would have been immediately resolved on day one, May 31, when the problem started. Unfortunately for me, we are half way through June and no working solar panel units. This is unacceptable and with all of the warranty coverage, then it shouldn't be an issue getting the unit fixed if someone could identify the "REAL ISSUE".
Regards,
*********************************Business response
07/08/2022
Ms. ********** system has been fully operational since our last site visit on 6/17/22. We last checked remote monitoring this morning.Customer response
07/08/2022
Complaint: 17418634
I am rejecting this response because: My solar panels are not functioning. I have attached a screen shot of my solar panels of today this moment and they are not functioning. I have asked numerous times that this get repaired immediately and your failure to do so is becoming an huge problem. I am not sure how else to express that my unit is not working. I am requesting that we attend mediation before I file a lawsuit.
Regards,
*********************************Customer response
07/08/2022
I am rejecting this response because: My solar panels are not functioning. I have attached a screen shot of my solar panels of today this moment and they are not functioning. I have asked numerous times that this get repaired immediately and your failure to do so is becoming an huge problem. I am not sure how else to express that my unit is not working. I am requesting that we attend mediation before I file a lawsuit.
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.