ComplaintsforLoneStar SkyPower

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Good afternoon BBB,We are filing a complaint against our solar panel installers LoneStar Skypower / The Real Bradys out of Ft. Worth, ***Our names are ************************************************ We reside at (and the installation address is) **********************************************LoneStar Skypower / The Real Bradys installed our solar panel system on April 22, 2024 with the promise and guarantee that we would have abundant solar energy overproduction so much so that we would NEVER have a monthly energy bill, and that we would have enough solar energy overproduction to offset the $40 monthly meter fee that GCEC charges us. We even paid for four additional solar panels.NONE of this happened.We have provided them weekly data like these since the April date of installation; 12 weeks worth and counting.image0.pngimage1.pngimage2.png We continue to have the same results and findings:1. While our overall energy consumption from GCEC is approximately 69% less than this same month last year, we continue to use energy supplied by GCEC;2. We have NO energy overproduction whatsoever;3. We continue to have a monthly energy bill from GCEC;4. There is no energy overproduction to cover the monthly $40 meter bill, as promised;5. The solar panel system the Real Bradys installed functions at barely 50% efficiency, and does not produce more than 13 kWh at any given time.Bottom line, the solar panel system the Real Bradys installed for us is not performing as promised or guaranteed.This is a far cry from what was promised and guaranteed us (please see below attachments).image3.jpegimage4.jpeg They stated that they would come and resolve these issues with us after June 01, 2024.That date came and went.Then they asked for until July 10, 2024; the date when we would get our next GCEC energy bill. That date too came and went.The Real Bradys have failed to schedule the promised site visit, and thus satisfactorily address and resolve these issues we mentioned above.

  Business response

  08/13/2024

  to address this homeowners complaints, we see that the first correspondence Lonestar Skypower received from ***** on this was on July 25th. This was in an email with their utility provider Greyson **********Op. The sales rep had reached out to us on the homeowners behalf three days prior to this on July 22nd stating the same complaints. We gave suggestions and asked the sales rep to reach out to the homeowner and explain a course of action. As stated in the customer onboarding welcome call, the sales rep is not a direct employee of Lonestar Skypower they are an independent contractor and ***** confirmed with our operations team that he is aware that their sales rep, and any promises or services promised falls outside of the signed negotiated contract with LoneStar SkyPower.
  
  
  In the homeowner complaint it is expressed they they are using 69% less energy than was last used this time last year. However, to explain a bit of their bill bill, that number does not mean that you are using a complete 69% less than you were last year. This number means that you are receiving 69% less energy from the grid and the remaining is coming from your solar. 
  
  
  In addition to this, if you compare the numbers from the bills, they are in fact not using 69% less than last year. On the bills provided by *****, it is shown that **** of 2023 the home used 1002kWh. In **** of 2024 the home used 1769kWh. This would equate to using 176% more than this same time last year. If we were to take July, that would equate to using 50% less than this time last year. 
  
  
  As stated in our customer onboarding welcome call, the homeowner will always receive a bill from their provider with charges whether or not your solar covers the fees from the utility or not. The majority of utilities will not let you use solar credits to cover connection charges, and will instead roll the credits over to the next month. In addition to this, Greyson ****** increases its connection fees for customers who are connected to solar from $25/month to $40/month. 
  
  
  As far as the system efficiency goes, the solar system produced 2724kWh in the month of July. As you'll notice, this is more than what ***** used that month. However, the utility company only provides a $0.005 credit per kWh not used by the customer which then returns to the grid. As you can see, that is less than one cent per kWh that goes into the grid from your system. 
  
  
  In addition to this, the homeowner signed with a directly south facing system, which would be most efficient. However, when the crew arrived on site, ***** stated that he didn't like the location or orientation that was previously signed for. According to our owner ****************** insisted the system face more east than it had as signed. *** explained that this could reduce the system efficiency by up to 30% than what was signed for. ***** insisted on the orientation change, and we proceed with installation as requested by *****. 
  
  
  We would love to provide a solution for your system being unsatisfactory. However the system is installed and designed per the homeowners request, and is producing efficiently as well, and as expected, this complaint appears to be coming mostly as credits received from the utility company, and not the solar system.

   

  Thank you,

  Customer response

  08/14/2024

  Complaint: 22064667
  
  I am REJECTING this response because:

  This company has repeatedly lied to us and failed to take responsibility for an inefficient and underperforming solar panel system that they installed for us on April 22, 2024. The inefficiency of said solar panel system has been confirmed by ***************************** of the energy company GCEC.

  Please find attached below our email response to ********* with Lonestar Skypower and the Real Bradys earlier this morning:

  Hello *********,

  ************************* has had numerous conversations with us, and we have recordings of these. He not only represented himself as your companys solar engineer, but as one of the owners of the company. As such, we have diligently communicated with him on a weekly basis for the last 15 weeks and counting. If he misrepresented himself and did not pass on any of the data and information we have been diligently providing him on a WEEKLY basis, that is not our problem. That would be his and yours.
  We did our part.
  
  And we have also forwarded you ALL the emails and correspondence we have provided him these last 15 weeks since you responded, so you and your company have had all the time to process and act on this IF you really wanted to.
  
  You have a statement from ***************************** of GCEC itself that corroborates our statements and findings that the solar panel system yall installed is not functioning efficiently. She even asked for a technician from your company to come out and address this a few weeks ago; no one has done so. 
  This is from a person of authority at GCEC itself.
  
  We filed a complaint with the BBB; yall have failed to even respond to that (until now).
  
  Also, you may want to check your facts and documentation, and photos. We originally wanted to have both solar panel systems face approximately 125 degrees southeast to hide them from being seen from our immediate backyard area; but when *** came on site we heeded his advice and had the solar panel systems oriented approximately 165 degrees southeast and 173 degrees southeast, respectively. We agreed because *** said it would boost the systems efficiency by 30%. Truthfully, WHY would we second guess the supposed solar power expert in this field at that point in time?
  We do NOT appreciate these blatant lies at all.
  
  It is abundantly clear to us that your company will NOT  take responsibility for any of the promises and guarantees given us before and during said solar panel system installation.
  We have certainly given yall plenty of time, consideration, and patience to hopefully do the right thing; all for naught. So be it.
  
  We will consult with our lawyer ************************* in the morning; and will initiate the complaints process with the various government and regulatory entities we have previously mentioned beginning later today / Wednesday, August 14, 2024, as well.
  
  Respectfully,
  
  ******************* & *************************

  
  Regards,
  
  ***** ***********************

  Business response

  08/15/2024

  Dear Better Business Bureau,
  
  We are writing in response to the complaint filed against LoneStar SkyPower by *************************. We appreciate the opportunity to address the concerns raised and provide clarity on the situation.
  
  **1. Contractual Agreement:**
  
  The original contract signed by the homeowner specified an installation angle of 180 degrees for optimal efficiency of the solar system. This design was clearly communicated and agreed upon.
  
  **2. Change in Installation Request:**
  
  Upon arrival at the homeowner's site, our owner, *****************, was informed by the homeowner that they preferred the installation at an angle of 138 degrees. Despite our professional recommendation for the original angle, we accommodated the homeowner's request and proceeded with the installation as specified.
  
  **3. Clarification of Ownership:**
  
  There has been some confusion regarding company ownership. *****************, the owner of LoneStar SkyPower, personally introduced himself to the homeowner, clarifying that ************************* is not an employee of our company, but is associated with a different entity. We have recorded video welcome calls that confirm this understanding, ensuring that the homeowner is aware of the relationship between the two parties.
  
  **4. Additional Efforts Beyond Contract:**
  
  In an effort to exceed expectations, we also undertook additional work outside of the contractual scope by installing trees to block the view of the solar arrays. This was done to enhance the aesthetic appeal for the homeowner, and we absorbed the costs associated with this extra work.
  
  **5. Conclusion:**
  
  We believe we have fulfilled our contractual obligations and addressed all requests made by the homeowner, even those that deviated from our professional advice. If the homeowner wishes to alter the production of their solar system further, we would be happy to discuss this, but it would be considered additional work and subject to billing.
  
  In summary, we are proud of the service we provided and remain committed to addressing any further concerns. We are open to discussing this matter with anyone who wishes to have a conversation about it.
  
  Thank you for your attention to this matter.
  
  Sincerely,
  
  ************************* Rios 
  Operations Manager 
  LoneStar SkyPower
  ********************
  www.LoneStarSkyPower.com

  Customer response

  08/16/2024

  Complaint: 22064667
  
  I am REJECTING this response because:

  1. We did NOT alter the orientation of both solar panel systems. It was ***************** & ************************* who did, and we agreed (please see screenshots of texts between ************************* and us, which I had previously attached);

  2. ************************* presented himself as part owner of LoneStar Skypower (along with ******************, and *****);

   

  3. GCEC has identified the problem as being the solar panels and / or the inverters with regards to the inefficiency and underproduction of the solar panel system LoneStar Skypower has installed. GCEC had requested that LoneStar Skypower send out a technician to resolve said issues: they have failed to do so.

  Etc.

  Please find below the email response we sent ********* with Lonestar Skypower last night.

  We have other recordings and documentation that cannot be sent to this website given file size limitations.

  We wrote:

  *********,
  
  
  We beg to strongly disagree with your assertion that you and your company have fulfilled your contract and obligations.
  
  
  Lets see whose documentation holds up in court then.
  We have an email and supporting documentation from GCEC that your inverters and / or solar panels are not working properly or efficiently. GCEC has requested that you send out a technician to resolve this; you and your company have failed to do so.
  Documentation and recordings consistently reference a triple guarantee that yall cant even deliver on.
  
  
  An Internet search has yielded multiple negative online reviews of LoneStar SkyPower and the Real
  Bradys. You have recent past customers who dont even have operational solar panel systems that you have installed, you have not responded to, and you have misled and lied to. Etc. I took screenshots of those as well.
  How can you guys sleep at night?
  
  
  We have begun the complaints process with the government and regulatory authorities and agencies I have previously mentioned. I am retired; so believe me when I say I will pursue this to its just conclusion. We will ask for investigations, and will ask help from our local congressman.
  
  
  We are kind, reasonable people; but we will not be taken advantage of without legal and regulatory consequences.
  
  
  Regards,
  
  ***** ***********************

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I hired this company to install solar panels on my home back in December 2023. Instalation went smooth until inspection. They failed 2 inspections with the city of ********* *****. On top of that they didn't get the proper permits before installing. Fast forward to finally passing inspection, their communication drops off. I was unable to contact anyone for a month looking for updates. Once I finally was able to get intouch with someone via email I was told I was only waiting for my electric meter to be changed out. This happened a week ago today and yet again no communication. My meter has been replaced and received permission to operate for a week and no one will respond to emails or call back. My panels are still not turned on. I want this company to finish its job and get my panels turned on!

  Business response

  07/09/2024

  Hello!

   

  We have gotten ahold of *************************** after receiving a complaint about his system not operating, we had reached out to the utility company to provide the *** letter (permission to operate) In order to allow the system to be turned on. We had then scheduled our techs to return to ***** home to commission and set up the portal monitoring for the homeowner to have access to the production of his solar system. We had scheduled that work the week after receiving that letter. Our techs on site had walked ***** through the monitoring app, and the homeowner was able to have all his complaints addressed, his system is currently on and producing power back into the grid.

  Customer response

  07/09/2024

  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.
  
  Regards,
  
  ***************************

*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. ↩