ComplaintsforPalmetto Solar

• Initial Complaint

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This company offered me a deceptive contract, my tender on payment, the government subsidy and to top it off the quality is terrible. Now to send a technician to check they are charging me $350 dollars, for something that is supposed to be under the warranty of the panels.

  

  Business response

  08/07/2024

  Thank you for providing your feedback and letting us know about this issue. We've reviewed your account with our service department and determined next steps. We are covering the costs of this needed service visit and have scheduled a visit for tomorrow to address the issues. Please let us know if we can be of further assistance.

   

  Thank you,

  Customer response

  08/07/2024

  
  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

  08/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have my solar panels done by Palmetto Solar and calling for service has been a nightmare. They don’t do service by themselves. Since March I’m trying to fix my problem and still isn’t fix. My electric bill in really high plus th monthly fee is unbearable

  

  Business response

  08/01/2024

  Thank you for providing your feedback and letting us know about this issue. We set a high standard for ourselves and are sorry to hear that standard was not met in your interaction with us. After reviewing your account, it appears as we will need to send a technician to assist with the pending issues. We will contact you directly to provide our support throughout this process to ensure communication stays fluid. 

  Thank you, 

  Customer response

  08/02/2024

  
  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

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We signed up for Solar Panels March, 2024. The representative mislead us into thinking our electric bill would never go up above $163 per month. He told us he would give $500 for each of the two we needed to have down because of blockage of the sun over our house. We ask him how the panels are paid for he said it was government incentive that’s this is how they get reimbursed. He also told us we would have to cancel our current power company which was Cirro with a $395 early cancellation fee which he said they would reimburse of the full amount. He also advised he was putting us with Chariot Energy because the offer the highest rate to buy back any extra excess of energy the solar panels produced. We were also told we would receive $2000 referral fee but was not told the pay out of the was contingent on writing a contract with the person we referred. My new electric bill is $139 a month in addition to the $163 to Palmetto to pay back the cost of this whole system for 25 years. No incentives were paid except for the $395 early cancellation fee and only after I pressed the issue. We were told from a Supervisor that they lost monies on our job because it was calculated short and there was added expense because the tree company said he had order to only cut one tree. I explained we discussed to trees to be cut due to this position of the panels installed on the front of the house. Because I asked and was also told if I ever need a new roof who takes off the panels he said oh we do we take care of the process of reinstalling them. Now that I read my contract there will be fees involved. My point in writing this is I feel like I was mislead if not lied to. I am still 86% reliable on the grid. If my panels would produce 100% as I was promised I would at least be able to live with my unwise decision to go solar. My thought was do my part help the strain on grid. I’m very disappointed and to warn individuals on a very fixed not to go solar.

  

  Business response

  07/29/2024

  Thank you for providing your feedback and letting us know about this issue. We set a high standard for ourselves and are sorry to hear that standard was not met in your interaction with us. We will be reaching out to discuss your concerns shortly.

  Customer response

  07/31/2024

  My reason for submitting this complaint is I want my solar panels to produce solar power at least 90%. We were told we would not be getting the money incentives so I want my solar panels to produce as promised. I have 26 solar panels on my house I cut back the 2 trees in my front yard and I have no trees in my back yard. To date I am still 96% reliable on the grid for energy. When the electrical boxes were installed no one told us what these were actually installed for. I am not able to connect with the gateway that is monitored by Enphase. I want someone from Palmetto to come to my house explain to me why I’m not producing solar energy and why the system keeps going offline. I do not know who exactly to call to get these issues resolved. I don’t want a phone call only, I want someone to come in person to my house to address these problems.

   

  Customer response

  08/05/2024

  I am rejecting this response because: still waiting on a call.
  
  Sincerely,
  Alieda J*******

  Customer response

  08/06/2024

  I am still waiting for that call..

  

  Business response

  08/08/2024

  I finally spoke to this customer today after reaching out and leaving voicemails this past week. We are currently working on a resolution, Thanks!

• Initial Complaint

  07/23/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Hello, I would like to file a complaint in regards to Palmetto. They were supposed to install solar panels for our house about two years ago. We took out a loan for $37,000 to pay for the solar panels and work. They came and installed solar panels, but fell inspection twice .it has now been two years since we signed a contract with them and we still don’t have service yet they’re asking for payments. Furthermore, they have threatened to send us to collections even though we still the service they promised. I’m attaching the final notice that they sent us, but I have other documents that can date back our contract.

  

  Business response

  07/23/2024

  Thank you for providing your feedback and letting us know about this issue. We set a high standard for ourselves and are sorry to hear that standard was not met in your interaction with us. We will be reaching out to discuss your concerns shortly.

• Initial Complaint

  07/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Was told by Lightreach that our contract was canceled for our solar contract ( the installers made a mistake and signed us up for TWO companies). Lightreach determined we were no longer financially responsible but they have been CONSTANTLY calling and sending bills after we were told that they were canceling the account. We have tried to contact them but they continually are giving us the run around.

  

  Business response

  07/19/2024

  ***************
  
  I have emailed you both regarding the lack of follow through with ensuring your project was cancelled out within our system. As mentioned in the email, please contact myself (**************************) if you receive any additional communication related to billing. I will be contacting Billing to ensure they are aware to stand down. With your project being cancelled it should be removed completely from any queues, however, I will take additional steps to ensure that takes place. 
  
  Thanks for your patience & understanding, 

• Initial Complaint

  07/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I reluctantly agreed to have the solar panels installed. I told the sales person that I was thinking about selling my house and he said there was no problem, which there is. I have been trying for a week to get the price to prepay the panels as someone is interested in buying my house and they don’t want payments. I have written a letter as noted in the contract and followed up with 3 telephone calls. Upon calling today, I was transferred 3 times. Once to Concord who I didn’t know why they would have anything to do with this. They transferred me back to Lightreach. Finally the gentleman put in a written request. There should not be such a long wait for a simple payoff. My house is in limbo until I get an answer. So much for not being a problem selling my house. Please help me get this figure so I can get my house sold. Any help would be greatly appreciated !!

  

  Business response

  07/17/2024

  
  Thank you for providing your feedback and letting us know about this issue. We set a high standard for ourselves and are sorry to hear that standard was not met in your interaction with us. We can confirm a request has been made with the appropriate team for the amount owed. We will reach out directly to provide support on the matter. 

  Thank you,

  

  Business response

  07/17/2024

  We've reached out to the customer via email to advise on our support, advising that we have prioritized this request with our internal team. The information needed for the customer has been provided via response to the customer's email. 

  Thank you, 

  Customer response

  07/18/2024

  
  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

  07/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We had solar panels installed. Our agreement started on 8/17/23. The panels and electrical were installed in September but never turned on. We tried to find out why, but got no answers, until December when a man from Palmetto finally told us that they would get back to us within two weeks. That didn’t happen until 5/28/24 when a tree branch fell through one of the panels and my roof. It was only then that they told us that they had turned them on on 5/9/24. I told them during the phone call on 5/28/24 that they had taken to long to get with us, that we had to find a different electric provider and didn’t want their stuff on our house anymore. I asked them to remove the panels so that I could get my roof fixed. Up till now we still have not heard from them as to when that will happen and we still have a hole in the roof. I have called over and over to get an answer, but all they would tell me for around 3 weeks was that someone would get in touch with me. That didn’t happen, but finally in talking to one of them, they gave me a name and number of the person who is supposed to be working on it. After 2 weeks of trying to get ahold of this person, he still hasn’t bothered to contact me, and I still have a hole in my roof that I can’t fix. If it takes over 8 months to get the panels working, I’m pretty sure that the contract has expired and they should come get their stuff off my house so I can fix my roof.

  

  Business response

  07/08/2024

  Hi,

  We apologize for the delay. We are in the process of getting the quote for the removal for you. We have reached out for an update. We will notify you once we have the requested information. 

  Thank you 

  Palmetto LightReach

  Customer response

  07/28/2024

  
  Complaint: ********
  
  I am rejecting this response because: you paid to put your stuff on my house. You failed to do anything for 9 months after the system was ready to turn on, so I had to seek other means to get my electric bill down to something I could afford. I have no reason nor want to have anything to do with this scam that you are running, so just look into paying the cost to remove your stuff so I can get my roof fixed.
  
  Sincerely,
  
  **** *********

  

  Business response

  07/31/2024

  Hello, 

  We apologized for the delay in your project.  You are having an issue with a damaged panel from a falling tree. We are looking to see what can be done with the cost of the removal and reinstall. You are in a contract and the project can not be cancelled at this time. You have been provided a quote for a buyout of the system. 

   

• Initial Complaint

  07/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I got a solar system installed about 3 years a go, couple months after the installation the so-called communication hardware in my system failed, Palmetto sent a technician who got it fixed and in his report informed the Customer Service department that I had been installed an “old communication system “, I asked for it to be replaced but they never got back to me, the system worked for a while and now hasn’t been working for almost 6 months, the customer service people, has been very intermittent with their answers, they usually take very long, even though I have submitted all the evidence, they stopped replying to my emails 2 weeks a go, I have also attempted to call but no one answers or returns my calls, I would definitely not recommend this company…

  

  Business response

  07/01/2024

  Thank you for providing your feedback and letting us know about this issue. We set a high standard for ourselves and we are sorry to hear that standard was not met in your interaction with us. We will be in touch with you regarding your concerns. Thanks 

  

  Business response

  07/03/2024

  System is now operating as designed. Production report attached. 

  Thank you,

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  PSA - Do not ever consider doing business with Palmetto Solar. My system has been down for three weeks and all they do is give you the round around. They provide zero customer ser***e and simply read off a script. They open a case which gets sent to the equipment manufacturer (SolarEdge) which then sends the case to a 3rd party company called Sunnova Energy who is only responsible for swapping out components and not answering any questions. I opened a case three weeks with Palmetto and one week later I get an email from SolarEdge stating they were sending me a new inverter and a technician will come out to install it. The part was delivered within 3 days and just sat there for two weeks waiting for the tech to come out. Once the tech came (late) he swapped out the inverter and left. My system still is not working and after calling Sunnova to complain they tell me there is nothing they can do because the case was closed and I would need to open a new case with Palmetto. So after three weeks I'm back to where I started. Not to mention this same thing happened 2 years ago

  

  Business response

  06/28/2024

  Thank you for providing your feedback and letting us know about this issue. It's our understanding that the ser***e needed to restore production to your system requires SolarEdge's Enhanced Ser***es department to open a case and own the scheduling process. You were made aware SolarEdge would be assigning one of their ser***ing partners to your case to complete ser***e when the new inverter was delivered. While we understand the urgency in restoring production as soon as possible, we have to work around the availability of our partners to be able to schedule. 

  We have advised the ser***e specialist assisting with your case of your feedback and we will continue to monitor the progress to ensure we do not encounter any further delays. 

  Thank you for your continued patience during this time. 

   

  Customer response

  07/01/2024

  
  Complaint: ********
  
  I am rejecting this response because: it has been over three weeks now and my system is still down and no one from Palmetto or SolarEdge has made any effort to contact me regarding this situation. You would expect better ser***e and communication when you spend $40K on a solar system 
  
  Sincerely,
  
  ****** *******

  

  Business response

  07/02/2024

  Thank you for your feedback,

  We have been advised that our Aftermarket team was in contact with you to complete troubleshooting steps which were completed successfully as the system is now operational. Please see attached production report. 

  Thank you,

• Initial Complaint

  06/24/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I first contacted Palmetto solar in November of 2023. I signed a lease agreement shortly thereafter on Dec. 26th 2023. My panels were installed 4 weeks later. I waited several months for the installation of a battery which did not work and never started. The subcontractor hired by Palmetto has been here 5 times to replace parts in a new battery and it still does not work as of June 22, 2024. I was told I would receive $350.00 rebate for initiating this contract in Nov. 2023. I have received nothing. I am a senior citizen and handicapped. I have contacted Jorge Leal (who is my customer service rep at Palmetto Solar) a dozen times. He has been very polite and tells me someone higher up will contact me. I have asked for a new battery or to remove the equipment. A this time I do not believe this is a 5 star company and would like all equipment removed. I am desperate for a resolution. I do not have a scanner and cannot upload any documents. I would like to sell my home and move on as the price of electric runs me $600.00/ mo. with medical equipment. I am a hostage to broken equipment attached to my home with not so much as a phone call to acknowledge my complaint. Please advise.

  

  Business response

  06/24/2024

  Thank you for providing your feedback and letting us know about this issue. We set a high standard for ourselves and are sorry to hear that standard was not met in your interaction with us. We will be reaching out to discuss your concerns shortly.

  

  Business response

  06/28/2024

  We've connected with the customer and have recently provided a status update on the progress of resolving their concerns. 

*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. ↩