Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/25/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was having a roof replaced and needed my solar panels removed and reinstalled. 98 Acres assured me they were Generac certified and could do the work no problem. My solar system has not worked since they reinstalled it in November of 2023. They were able to fool the inverter into thinking it was on hold and walked away knowing the system was not working. I have not had the benefit of my solar panels so I have full price for my electric. I now am looking at paying $4200 to have my system installed correctly and I have lost about $1600 in saving on electricity. This company has been rude and condescending to me and wants to come out and fix their mistakes. They refuse to work with anyone else to double check their work and after the first mess there is no way I would trust them alone on my roof. I want reimbursed for all I have lost and for them to leave me alone. I am a senior I feel they have preyed on.

  Business Response

  Date: 07/05/2024

     Weve been working in the local Columbus renewable energy sector for almost a decade and are a certified Generac solar servicer. We reinstalled ***************** solar system in October 23 for $3,575, as part of an insurance claim included with getting her home reroofed. The original solar array was almost entirely in shade under a tree, so we both agreed to reinstall the system on a portion of the roof with more exposure. We reenergized the system before leaving site. We did not receive payment from ************** until the end of December, at which point, despite not having offered any service warranty or monitoring, we checked in with her as a courtesy. She said she was thrilled with the system and loved the new location of the panels, and offered to give us positive reviews. We offered to help her establish monitoring of her system and to let us know when she got set up with the communications app, but we did not hear anything more from her. 
  
  
     On 06/24/24 we received a voicemail from *** saying that her system was not working after her backup loads failed (a portion of the electrical we did not alter) and that it was all wired wrong and that a company was charging her $3200. This was the first we had heard of any issues with the system. We responded immediately and explained that no one should be charging thousands of dollars, and that wed be more than happy to come out next day and give an assessment, troubleshoot, and if there were any mistakes made in our installation, we would fix at our expense.
  
  
     Then, we started receiving harassing texts and targeted threats from CADproservices, a home remodeling company over 2.5 hours away from **************. Amongst other accusations, ***************************** (of CADpro) accused us of taking advantage of the elderly, and bombarded my phone throughout the next day, sending me an invoice showing me he was charging *** $4,665 (more than a thousand dollars than our original installation price) for vague or unnecessary repairs and added service transfers, warranties, and taxes. Despite having voided any warranties or obligations on our part, weve reached out again to **************, in feeling like she is being taken advantage of by a company with no solar experience, but unfortunately she continues to refuse to let us come give an accurate assessment.
  

  Customer Answer

  Date: 07/17/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21900094
  
  I am rejecting this response because: This was not an insurance claim concerning the solar panel removal. I offered payment in November but was told not to worry about it until later. I broke my leg and was hospitalized and unable to make payment personally but informed this company my neighbor knew where the check was and would give it to them. I was again told not to worry about it at that time. 98 Acres offered to redesign the panels to give better coverage but in so doing took out 2 pv links (I believe they are called). I can obtain records from Generac that substantiates the fact that the panels never worked after they were removed by ************************************************** July by Cad. 98 Acres walked away from my home knowing my panels were not operating and never tested with Generac per Generac. I thanked them and paid them in December because I had no idea the panels were not working. The way I discovered the panels were not working was a battery problem I called Generac about and they sent Cad out to fix the problem.  When they went on the roof they found the missing links and wrong wiring. I told 98 Acres they were welcome to come out and work with Cad and see what the problem was and they refused. I received a call from a woman who identified herself as working for *************** who I believe was actually an attorney trying to get information from me. She was trying to repeat information fed to her by 98 Acres and make me agree to it and I eventually hung up on her and then she tried texting until I blocked her calls. I am still unsure what role she was supposed to have played in all of this. I want repaid for the solar I lost over the months and the money I paid Cad to fix the bad installation and the money I paid 98 Acres originally. I will be in touch with Generac and have supporting pictures also.
  
  Regards,
  
  *********************