ComplaintsforStandard Eco Solar

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2019 I purchased a solar system from Standard Eco Solar. The system had to be taken down twice and installed 3 times. This caused damage to 6 panels. Also during a hail storm one panel was damaged. According to their salesperson, ***********************, the panels are under warranty for any damage. The installer, *********************, was aware of this and he talked to the business owner, *******************. We were told that they would replace the panels when they return to map the system. Then ***** happened and this sickness was used as an excuse for not returning.For the last 2 years, we have been trying to get these issues resolved with this company but we get no resolution to our problems.As of May of this year the system has stopped working. And still no response to any of our phone calls. So, I spent over 31k for a solar system that doesn't produce any power at all.

  Business response

  07/10/2024

  Dear BBB Representative,
  I am writing in response to the complaint filed by *********************** on behalf of ******************************************** concerning the solar system installed by Standard Eco LLC.
  Issue Summary: The complaint raised concerns about the solar system not producing power since May 11th, communication issues, and damaged panels.
  
  Inverter Communication Issue: We have been actively working with SolarEdge, the manufacturer of the inverter, to resolve the communication issue. SolarEdge has identified the problem as a malfunctioning Cell Kit, which has been processed for replacement under Case Number *******. SolarEdge has confirmed that the communication issue is unrelated to the installation that took place four years ago.
  Communication and Contact: We have provided updates to ************ and ******************************* as new information became available. To clarify any miscommunication, I have included the chat transcript with SolarEdge for reference. SolarEdge has confirmed that the systems lack of production is due to the Cell Kit malfunction or needed upgrade, not the installation.
  Damaged Panels: The panels in question have cosmetic scratches from the installation and damage due to a recent hail storm. These scratches do not affect the system's performance. However if the hail damage panels are not producing power after the Cell Kit replacement, the homeowner will need to file a claim through their homeowner's insurance to replace those panels. It is crucial for homeowners to ensure their solar system is covered under their homeowner's insurance policy for such incidents.
  Once the new Cell Kit is delivered, we have informed ************ and ******************************* to contact us to schedule a service appointment for the installation. There will be a service call fee for this installation. We appreciate their patience through the holiday schedule and any delay in our response.

  Standard Eco LLC is committed to resolving this issue promptly and ensuring customer satisfaction. We appreciate the patience and understanding of ************ and ******************************* as we work through this process. We regret any inconvenience caused by the Cell Kit malfunction and are taking all necessary steps to resolve the issue.
  Thank you for your attention to this matter.

  Customer response

  07/13/2024

  Complaint: 21950578
  
  I am rejecting this response because:
  
  Regards,
  
  ****************************************

• Initial Complaint

  05/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Subject: Urgent Resolution Needed for Non-Functioning Solar Panels To Whom It May ********* am writing to express my extreme dissatisfaction with the solar panel system installed by Standard Eco Solar. The system was sold to me by salesperson ************************* on August 8, 2022, with the promise that it would significantly reduce my reliance on traditional electricity sources. Unfortunately, the panels have never produced any energy, leaving me burdened with both loan repayments and regular electricity bills.Despite numerous attempts to seek resolution, I have been met with false promises and lack of communication. *********************, who occasionally contacts me via text, has repeatedly assured me that the job would be completed, but no progress has been made. Even after reaching out to ****** at ********************************* and calling the provided phone number ***************), I have received no satisfactory response.The situation has become untenable, and I am now seeking urgent assistance. I have identified the following addresses associated with Standard Eco Solar:1.Corporate Office: ***************************************** 2.Texas ************** ************************************** 3.Illinois ************** ***************************************** I kindly request immediate action to rectify this matter. The substantial investment I made in this solar system demands a swift resolution. Please address this issue promptly, as I cannot continue paying for a non-existent project. The company took advantage of us elderly couple because we are retired people with a set income, and this was to alleviate the electricity bill. Amount financed $119,238.36 Sincerely,****** and ***********************************,

  Business response

  07/01/2024

  I am writing in response to the complaint submitted by ************** regarding her solar energy system. We are committed to resolving this issue promptly and ensuring ****************** system functions correctly.
  We are currently in the process of scheduling a site visit to further investigate and address the problem. Our team has been working closely with Enphase to troubleshoot the system and identify the root cause of the malfunction. Attached to this response, you will find a screenshot detailing the reboots and troubleshooting steps that Enphase and I have conducted so far.
  Our Install Manager is coordinating with our technician to finalize a date for the site visit, which we will confirm with ************** this week. We appreciate ****************** patience and understanding as we work diligently to resolve this matter.

  Our directory is listed below to assure *************** has the correct numbers that she can get a hold of any of our staff. 

  *****************************- ************

  ***********************- ************

  *********************** ************

  *************************** ************

• Initial Complaint

  12/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  After signing a contract with Standard Eco (SE) in February 2023 and handing over a $13,350 check it became nearly impossible to get in contact with anyone from this company. By June we still hadnt heard from anyone at SE, nor could we get a hold of anyone so we started calling our city permit ************* to check the status. Both offices confirmed that SE was not submitting the proper forms & not responding to their requests for proper documentation. We still could barely get ahold of anybody from SE. By July we were still being told by PG&E that Standard Eco had not submitted the proper documentation. We then spent all of July calling and leaving ***************** trying to get answers from this company to no avail. We then started receiving calls stating that theyd soon be ready for installation, although we couldnt get a confirmation that the ************ box would be upgraded, which was agreed-upon prior to signing the contract. The company continued to push back installation every 2 weeks. In August, we were given a delivery date for the equipment, but of course they no-showed. We decided we could not continue to do business with this untrustworthy company. When we received a call from SE regarding the delivery, we notified them that we wanted to cancel our contract with the understanding that wed have to pay cancellation fees but were still due the balance of our deposit. We spoke to multiple people, including finance manager ***** who confirmed that wed be due the balance minus cancellation fees. We were told somebody would get back to us the following day with regards to getting our money back but it became impossible to get in touch with anybody following that call. Since then we have made multiple calls, left messages and sent multiple emails, but no response and no check has been received. Their main customer service line no longer works.

  Business response

  01/26/2024

  Hello 
  Proper expectations were given to the client. Per her contract and per the installation date given to the homeowner it was articulated that Standard Eco does not control the time it takes AHJ and utility to process documents. The customer confirmed the installation. ********************** arrived at the residence to proceed with the installation and the customer denied the project. As such, Pursuant to the conversation with the client and the response made to the BBB the customer agreed to the following cancellation charges: Standard Eco charged the customer the following, 15% $4,005 Cancellation fee, 20% $5,340 restocking fee, 8% $2,208 mobilization of the installation fee, %5 $1,335 of the operation cost.

• Initial Complaint

  12/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I havent had any energy produced for almost two years. No one ever returns my calls. This was the worst decision i ever made. I was thinking it would be great, but boy i was wrong ******************* ************

  Business response

  12/08/2023

  We are reaching out to the customer to provide him the update to date customer service number and email and address his concerns. Please be advise that this contract is from 2018-2019. 

• Initial Complaint

  11/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We pd Standard Eco Solar over $58,000 for solar panels installed in 2019. They worked very briefly (not even 1 mo) after they were finally installed, in late 2020. On Monday, 10/30/23, there was smoke coming from the control panel. An electrician that was at our home for a quote for a whole house generator, said it could have burned our house down, and he was very nervous about the condition and said he couldnt leave it that way. He had to cut our power off to wrap and cap the melted wires. My husband is totally bed bound. There is no way i could've gotten him out in time, had it started a fire. Now we have to hire another solar company to repair this, because of no response from Standard Eco to my many phone calls and emails re: these problems. We are still paying $365/mo for the solar system and an average of approx. $225/mo to ComEd for electricity. I have no idea how much it will cost us for the repairs. I have called and emailed Standard Eco Solar several times over the years, and have received no response. Now, the number I was given for them is no longer in service. We have been more than patient. We would like to have the system working and saving us money as promised. We'd also like to be compensated for having to pay nearly $600/mo (almost 3 times more than we were paying for electricity before we bought the system) for the last 3 plus years, and the cost of the repair. This leaves us in a very dangerous situation. We need this repair done asap. I took pictures of the melted wires and control box on 10/30/23, before he wrapped and capped them, and also of what they did to the outside of our home on my phone. I'm not sure if we should even trust them to do the repairs. Please find the 6 photos enclosed. Thank you very much in advance for any help you can provide. ****** and *****************************

  Business response

  01/02/2024

  We have not received any correspondence from the homeowner stating they had any issues with their system until recently. The customer has had their ********************** installed for 5 years and never reported any issues. Currently we are in contact with Solar Edge and I have my staff reaching out to the homeowner for further pictures that we need to further assess the problems origin. 

• Initial Complaint

  10/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Have contacted Standard Eco via e-mail and by phone to resolve the 10kw solar panel system installed in 2019 has quit working on about 09/07/2023. I have sent maybe 21 e-mail's to Standard Eco and the finance company. Have had 1 reply from ******************************** company, replying they were aware. Voicemails &phone to phone numbers to ******, *************************, *********************, emergency number, ******* number and any other number are un-answered, un-replied, voice-mailbox full, or not a working number.. Need Standard Eco to replace the inverter - which has a 1-1/2 years on 12 year warranty.

  Business response

  11/08/2023

  This case has been resolved. A site visit was scheduled for 10/31. ************** made the necessary repairs onsite and his system is now producing at its full capacity. I have also provided the customer our staff directory. ****************** provided a list of contacts he tried calling but they were incorrect and of staff that is no longer employed by Standard eco. 

  Customer response

  11/08/2023

  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,
  
  ***************************

• Initial Complaint

  10/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My Solar System that was installed on 7/12/22 has not produced any solar energy since August 1,2023. I Have repeatedly called Standard Eco about this problem and have not heard back. The main number on my contract is no longer working. I am now having t0 pay the full amount of my electric bill plus the monthly payment for the solar equipment. I had problems with this company from the very start of the contract. It took 9 1/2 months to get the installation finished and the equipment working. I have contacted the BBB in the past about this company.20,567.4

  Business response

  11/08/2023

  Hello,

  I performed a diagnostic with Solar Edge. Solar Edge stated there is an issue with the communication kit or communication mother board and will need an onsite visit. I have reached out to my technician to see his availability to conduct the onsite visit to further troubleshoot the system. I have listed below our staff directory as well. My director line is ************.

   

  ******************************************
  
  
  *****************************-Install manager-************
  
  
  *************************-Project coordinator-customer service specialist- ************
  
  
  ***********************-Utility Coordinator- ************
  
  
  ***********************- Permit Coordinator-************
  
  
  *********************-Utility Coordinator-************
  
  
  ******************************* Coordinator- ************
  
  
  ***************************-Director of Operations- ************

  Customer response

  11/09/2023

  Complaint: 20738021
  
  I am rejecting this response because:  A text message does not solve my problem.  I have contacted a Lawyer topursue litigation of my contract
  
  Regards,
  
  *************************

• Initial Complaint

  09/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  3 months ago my panels stopped providing my home with power. The system shows it is producing ***** V at **** Hz. Vdc ***** Pac 0.0. Need to know why my home isn't getting power. EVERY number is either disconnected or goes to someone who has nothing to do with this company. All reviews read as this is a scam. I want my warranty inforced and my system repaired. Or I want you to pick it yp and provide me a full refund.

  Business response

  10/06/2023

  I appreciate the opportunity to address her concerns and provide you with a detailed account of our efforts to resolve the issue.Firstly, I would like to confirm that we have been in direct contact with *********************** regarding her concerns. She reported high utility bills and a decrease in solar system production in the year 2023, despite her solar installation operating smoothly since 2019.Upon investigating *************************** solar system, I discovered an inverter production error that occurred in February of this year. After promptly reaching out to Solar Edge, our solar system provider, they informed us that the issue was related to outdated firmware. They have taken the necessary steps to remotely update the firmware, a process expected to take 1-2 hours to complete.I have maintained open communication with *********************** throughout this process, both through phone calls and email. To ensure transparency, I have attached our correspondence with Solar Edge to this response for your records. I have assured *********************** that we are closely monitoring the situation over the weekend and that, if her issues persist, we will contact Solar Edge again on Tuesday, as Monday is a holiday.Furthermore, we have requested that *********************** provide us with a copy of her utility bill to assist us in investigating her production issues more thoroughly. By examining her current utility rate with her utility company, we aim to gain a comprehensive understanding of the situation and take any necessary steps to address it effectively.We take customer satisfaction seriously and are committed to resolving *************************** concerns promptly and efficiently. We understand the importance of a properly functioning solar system and are dedicated to ensuring that she receives the full benefits of her investment.Thank you for bringing this matter to our attention. We will continue to work diligently to resolve *************************** issues and maintain our commitment to providing exceptional service to our valued customers.
  

• Initial Complaint

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Since this solar installation company installed my system it has barely worked. They will not reply to phone calls or emails and my system just isn't working.

  Business response

  09/21/2023

  I promptly reached out to the customer, and he answered the call, although it appeared that he was driving at the time, which made communication difficult. To ensure a more effective and detailed resolution, I followed up with a text message.
  In the text message, I requested the customer's inverter serial number and asked for a brief description of the issues he's encountering, including when they initially started. This information is crucial for us to assess and address the situation accurately.
  As of now, I am awaiting the customer's response to our text message so that we can proceed with further assistance and resolution.
  

• Initial Complaint

  09/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We got our solar panels back in 2019 , paid $13,000+ , the communication has been horrible NON EXISTENT! We arent even sure if the solar panels are properly working because our bill shows they arent ! We arent saving anything , our bill has NOT been consistent like we promised . I dont even think we have enough solar panels to fully cover our usage ! BUT WE WOULD NEVER KNOW BECAUSE WE CANT GET AHOLD OF ANYBODY . The number of the sales girl we had is disconnected . Weve contacted the number from ****** , weve heard nothing. At this point we WILL NOT continue paying the loan because we cant get any customer service , we cant get anyone to come out here and check to see if theyre even working ! This is ridiculous!

  Business response

  09/15/2023

  I have sent the customer an email in which I requested a brief description of the issues Mr. ***** is experiencing with his solar system.
  
  I have also provided Mr. ***** our direct contact number. His proactive approach to reaching out to our company is greatly appreciated, and we are committed to addressing his solar system issues promptly.
  
  To further assist Mr. ****** we kindly request the following information:
  
  Inverter Serial Number: Please provide us with the serial number of his inverter. This information is essential for us to troubleshoot his system with the manufacturer and accurately diagnose any issues that *** be affecting its performance.
  
  Brief Description of the Issues: Please provide a brief description of the specific problems or concerns he is encountering with his solar system. This description will help us understand the nature of the issue and take the necessary steps to ensure his system is back up and running as soon as possible.
  
  Once we receive the requested details, we will initiate the troubleshooting process in collaboration with the manufacturer to identify and resolve any issues affecting Mr. ******* solar system. Our goal is to ensure that his system operates optimally and that he receives the support he needs.
  

*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. ↩