ComplaintsforIQ Power, LLC

• Initial Complaint

  09/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Good Afternoon Recently after having our system for several years we had an inverter that stopped working. We contacted Enphase about the inverter not working which they file a warranty claim and sent us a replacement inverter. Enphase said we would have to reach out to IQ Solar to have the inverter replaced. Once I received the new inverter, I reached out to IQ Solar about replacing this inverter. To my surprise I was quoted a price of $300 for first hour and $150 each additional hour to replace the faulty part. I inquired about the warranty program that was included at the time of the Solar Purchase called Solar Shield Plus. Which we when we purchased the system it was sold to us as the ultimate solution to protect our solar system which promotes coverage of repairs, replacements, upgrades and even repayment for costs after certain years of service. I was advised to contact the company directly to file a claim which we did. I never received any response from the Solar *******************. I have tried to get information about what the plan covers for well over a year from Solar Shield Plus as well as IQ Power to know what is covered however to date I have received no response or information about this service other than the vague information on the web site. Now that I need to use the service I get no responses and IQ Solar doesnt seem to be willing or able to provide information about the service plan. I understand that sometimes companies go out of business or change coverages. What I dont understand is if this is or isnt the case why cant anyone provide information about the company to see about eligibility for the repair coverages for my system. In the event this is no longer available why wouldnt we get a straight answer or a refund for the services we paid for. As a customer I need a resolution to the replacement of the inverter and it is my right as a customer to have information about this plan as well as a resolution for repairs needed.

  

  Business response

  09/27/2024

  ********* never purchased a warranty program. Solar Shield, (a loyalty program, not warranty program) was given to this customer at no charge. ********************** Shield, an independent company from IQ Power, does allow credits to pay for service after 5 years, but this client has not met this criteria.The client understands this and states in their complaint, which promotes coverage after certain years of service. The Solar Shield website also states clearly when coverage takes effect. The Decks have not met the coverage timeframe.

  IQ Power has no control over another companys response or lack thereof. IQ Power is not Solar Shield and cant speak for them. All we can provide is the information they provide us, which we have done. The customer wants a straight answer whether or not there is coverage for their service. We have provided that answer: they have not met the coverage time period. We understand this is not the answer they want, but to state we have not been willing to provide information is false. Even in the screenshots they provided to BBB show we shared all the information we had on Solar Shield and that there was no coverage for the first 5 years.

  If the Decks want service, IQ Power is happy to provide that service, but there are fees for such services. If anything, the complaint should be with Solar Shield and not IQ Power.

  Customer response

  09/30/2024

   
  Complaint: 22346772
  
  I am rejecting this response because:

  i Would like to state that we are not asking for any thing for free and we understand that IQ Solar is not Solar Shield.  With that said this service was sold to us as part of our $72k solar system as a carefree addition to our services that would provide piece of mind for any potential issues.  This was service was pushed to the point that it was added onto our contract by IQ Solar which helped us to choose this company over other companies such as *****.  What I dont understand is why are they not able to provide contact information other than a website link that doesnt work? That provides vague information with no number and only a email link that allows you to send a message that is never answered.  I dont understand why a service listed on our contract is not able to have any information sent about it so we know what is covered and any associated costs for use.  We had the contract signed on 9/24/21 which is over three years ago so it will be very soon that we should be eligible for this program.  In signing this contract with IQ Solar  we are asking you to send better contact information or a number to contact them.  What I would not expect is a thats not our problem response as it was free, it actually wasnt free as added as part of the $72k contract we signed.  
  

  Also I would like clarification as to if the Mission Solar Panels on our system is a tier one or two system?  When we contacted Enphase about our bad inverter they stated we had a tier one system not a tier two system.  I would like clarification as well as we have been told this is a tier two system which requires expensive insurance coverage which Enphase states may not be needed due to our system.  Clarification on this would be appreciated as well since we have been given different answers from Enphase and IQ Solar.  

  
  Sincerely,
  
  ******* Deck

  

  Business response

  10/29/2024

  I have just received a response from Solar Shield, and I see that Mr. **** also received a response. In this response, Solar Shield stated they assign an account manager 180 days before their 5 year activation date, but also provide a contact person. Hopefully Mr. **** can now have a direct contact with this company.

  As for the tier 1 versus tier 2. Mr. **** has a Tier 2 system with ***********. I've attached a copy of ****** confirmation stating this. (If you look at the subject line, you will see Confirmation of Tier 2). Enphase has no say as to whether a system is tier 1 or 2... it is all solely dependent on a customer's electric company and their requirements. 

  I hope this information helps. 

  

  Business response

  10/29/2024

  Sorry... forgot to send ****** confirmation letter. 

• Initial Complaint

  03/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am reporting the issue I have with the IQ Power, a solar company that installed the following amenities at my residence:1. New Roof 2. Hybrid Water Heater 3. Solar System The total cost for of this contract is approximately $72,500 The specific issues related to this complaint is with the Solar System installed, which was manufactured by **************.In October 2022, IQ Power completed installation of a Net Metering Solar System at my residence. My utility company at the time of installation was ************ IQ Power installed a 28 MODULES-ROOF MOUNTED - ****** kW DC, ***** kW AC. Each of the 28 panels has its individual micro-inverters as well as other Enphase solar equipment. The solar system also had the capability to monitor its system performance via an App provided by Enphase. The App provided information such as individual energy production/performance, energy consumption and several other features. Following the permit approval and related system commissioning, the solar system was officially turned on and began operating sometimes in December 2022. On February 22, 2023, I began noticing issues that I believed were related to the systems' energy production because 25 of the 28 panels went completely blank (BLACK) and were not producing energy. More so, the total energy produced for the day was very low, which confirmed that the system had an issue. I immediately reported the issue to IQ via email communication. All of my complaints to IQ were sent via email and I would attest that IQ has been responsive to almost all of my emails.On February 23, 2023, I received a follow up email from IQ. They did not confirm that the system had a production issue, but rather stated that that the system may have been updating their inverters (software).On March 1, 2023, when I noticed that the issue had not been resolved, I sent a follow up email to IQ and on March 3, 2023, I received a response from IQ. They, again, did not accept the issues with the system, but stated that the system was functioning and producing normally and that the issue might be related to a glitch that Enphase is having with monitoring. IQ, however, informed me that they would send a technician on Friday, March 17, 2023. On March 7, 2023, I sent another email and I *********** that the issue seems not to be resolved, and I received a response from IQ and I was informed that there is a noise issue that is interfering with the system monitoring. IQ Power also informed me in that email that there is nothing they can do on-site to fix or resolve this issue. Throughout these periods, IQ kept on denying the production issues with the system. I sent a follow up email to IQ on March 7, 2023, and I provided them with evidence of the production report which clearly showed loss of production. In my email, I referenced the following days that showed loss of energy production: 02/22/2023 (****** watt) 03/01/2023 (***** watt) 03/07/2023 (****** watt approx.) The issue continued for several months without resolution.In July 2023, the issues worsened and on July 17, 2023, I sent another email notifying IQ Power of the continued production issue and I provided IQ the image from my system which indicated a System Error that referenced performance degradation. IQ Power responded to my email the same day and again denied issues with the production. IQ also informed me that they will send a technician on July 27, 2023.On July 27, 2023, the technician visited my residence to resolve the issue. The system issue was not resolved at the time the technician left, but I was informed that the system will auto correct itself within 24 hours.On July 29, 2023, I sent a follow up email to IQ Power notifying them that the issue was yet to be resolved. In the email, I provided IQ the screenshot of the system that indicated error with the system. The issue continued till August without any resolution. On August 8, 2023, I, again, reached out to IQ Power to complain about the ongoing issues specific to energy production of the system and energy consumption at my residence. IQ Power responded on August 9, 2023 and subsequently scheduled a technician to visit my residence on August 17, 2023. The technician came as scheduled to fix issue and I continued to monitor the system throughout September 2023.Following the technician's visit on August 2023, I still was not satisfied that the ongoing issues had been resolved, as the data provided from the Enphase system indicated degradation based on the energy being produced by the system. In an effort to continue to stage my case with IQ Power, I completed an analysis of the IQ/Enphase system performance in comparison with report received from my utility company ************** I compiled report data from January 2023 to September 2023, and documented the report in ********* Excel. I follow through and shared the information with IQ. The data clearly showed trends of irregularities with the Enphase system, specifically with the Energy Consumption and the Energy Delivered to the grid. This issue was a concern for me since my solar system was set up as a Net Metering System. In spite of my analysis, ** kept on denying the issues with the system. On November 9, 2023, I reached out to IQ Power as a follow up to my previous email complaints. I, again, cited the analysis I performed as it relates to the issues with the Energy Consumption and the Energy Delivered to the grid, and on November 10, 2023, I received a response from IQ Power stating that Enphases consumption metering is not 100% accurate.This issue continued until January 2024. Due to my frustrations and the lack of IQ Power to own up to the system performance, I finally reached out directly to ************** on January 10, 2024, via phone call, and I shared the same analysis that I provided to IQ Power with Enphase. I was not surprised when I received an email from Enphase, and they indeed, confirmed that there were issues with the energy consumption. ************** also provided me a graphical screenshot report. According to Enphase's statement/email, the micro-inverters were consuming really high amounts of energy. This was the evidence I needed to confront IQ Energy with.On January 10, 2014, I reached out to IQ Power with the information I received directly from **************. I provided IQ Energy the graphical data from Enphase, and also referred them to all my past complaints regarding the energy consumption issues. Up till now, I have yet to receive a response to my email and the issues yet continued.On Saturday, March 2, 2024, my solar system developed issues. Several panels stopped producing, and I reached out IQ Power to notify them about the issue, and on March 4, 2024, I received a follow up email from IQ Power, confirming that several panels had developed some issues. IQ Power, however, failed to acknowledge my email dated January 10, 2024, where I reported findings from *************** that the micro-inverters had issues, but stated that the issues appear to be similar to the past issues I experienced and that ************** believed the issue to be a glitch. To my surprise, IQ Power then directed me to reach out to ************** on my own and that my warranty expired on November 18th, 2023. IQ further stated that I would have to pay a $300 service charge that includes up to 1 hour of labor/troubleshooting and an additional $150 per each additional hour if they schedule a technician on my behalf. ** requested for my credit card in order to schedule this appointment.Further email ensued between IQ Power and me and I blatantly declined to provide me credit card information and notified IQ that I will not pay as this has been an ongoing issue since the installation of the system. IQ Power, eventually agreed to send out a technician on March 5, 2023. On March 5, 2023, the technician troubleshooted the system and determined that 17 micro-inverters were defective, and ************** warrantied all the 17 micro-inverters with new replacement.On March 13, 2023, I arrived at my residence to discover a box with the 17 new micro-inverters warrantied by Enphase was delivered and left at my door. My initial expectation was that IQ Power was tracking the shipment and that the technician troubleshooted the system on March 5th, would return to complete the installation/replacement of the micro-inverters. I am amazed about IQ Power's woeful customer service. My last communication with IQ Power occurred on March 2, 2023, when I reported the issue to them. IQ Power failed to follow up either by email, or phone call, neither did they offer me any pathway to resolution. On March 20, 2023, seven days after the delivery of the 17 micro-inverters, I followed up with IQ and notified them that the micro-inverters had been delivered and that I was expecting the technician would return to complete the work. IQ Power informed me that they will not send a technician and that I would have to cover the cost for the labor to install the micro-inverters. My response to IQ was that the issues has been ongoing one that was never resolved in spite of several complaint. IQ Should be responsible for this cost.

  

  Business response

  03/25/2024

  We installed the system in 2022. Since this time we have provided 8 service calls to your home at no charge. Most were monitoring, noise interfering with monitoring, or firmware updates that were corrected. Even though we are not the warranty center for your Enphase system, (Enphase is), we provide a one-year labor warranty as a courtesy during the first year after installation.

  In 2024, however, we once again provided a free service call when it was shown that multiple ** panels were non-reporting. When we arrived, we noted that the ** breaker was tripped. It was found that your home experienced a power surge that fried 17 microinverters.This power surge was not caused by a defective product, or anything related to your solar system. This was an outside-over voltage event.
  
  Enphase is your warranty center and not IQ Power (similar to buying a GE refrigerator from *********** ********** is not the warranty center, GE is). However, we assisted in submitting a warranty claim on your behalf to Enphase, and thankfully Enphase approved it even though it wasnt caused by a defective product.
  
  Enphase has now delivered the replacement products to you, and you wish to have them installed for free. We do not see how we should be responsible for providing free labor for a power surge to your home. If anything, we would think you would contact your electricity provider to see the cause of the surge to make sure it doesnt happen again.
  
  Yet in saying this, we have been in business for over 15 years and served over 6000 happy customers, and dont want you to be unhappy. We will replace these inverters at no charge to you with the full understanding that any further service calls you request will be charged as every other customer,or you can reach out to Enphase directly as your warranty center. Our service center will contact you if this is agreeable. 

• Initial Complaint

  05/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  IQ Power installed a solar system on my home. It does not appear to be working or connected right. I've called and left messages. One person got back to me a month ago. I've filed a service ticket and not had a response. I'm paying my payments for the solar panels and also for power from the power company. My electric bill has not decreased at all in terms of consumption and nothing has changed in my household to increase power consumption. I would like answers and action from IQ Power to determine what is wrong.

  

  Business response

  05/25/2023

  We have confirmed through Ms ******’s solar monitoring system that the solar is in fact working and producing as it should. However, a month ago, Ms. ****** let us know that she was going through a divorce and switching her OUC electric account into her name. I believe that OUC did this, but we don’t believe they switched over the Interconnection Agreement from her ex-husband’s name to hers. We made several calls to OUC as well as sent emails to them over the past month trying to get a response to this issue. We informed Ms ****** that she, too, should try to get a response from OUC and gave her a direct contact. Without having the Interconnection Agreement switched to her current account, OUC will not credit her for the solar and it will not reflect on her bill. We have once again reached out both by phone and email to OUC, as well as set up an appointment for our technician to go to Ms ******’s home on May 30th as a courtesy check of the system. Unfortunately, we have no control over OUC, but will continue to help in any way we can.

• Initial Complaint

  04/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed a sales/service agreement on June 7, 2018 for solar in my home. I financed $31,300.00 for a solar system. In July 2019 (I have a copy of invoice) I had issues with the system where I was charged $89.00 for a service call. In October of 2020 (I have copy of invoice) I had the same error and was not charged the fee of $250.00 because I argued the fee. On 12/13/2022, I called about the performance of the system because my electric bill was still high. I went ahead and paid the $250.00 cash for the service call. They fixed the problem, but they could not reconnect the inverter to the WiFi. They came back out on 12/16/2022 and connected the WiFi. I had to call back, where they wanted to charge another $250.00, and they came out on 1/25/2023, because the inverter connection went down. Own 2/10/2023, I had them come out again (they wanted to charge $250.00 to come out) because the communication board went out. They had to send out a new one. They wanted to charge me another $250.00 to put this board back in the inverter. I argued with them again about this. I told them I watched the tech remove it and it only would take 5 minutes to put in back in. They waived the fee again and came out on 2/24/2023 and replaced it. Now, in April, my inverter itself went out. It's under warranty and they sent another one to my home; however, IQ power said they will charge me $250.00 for the first hour and an additional $150.00 per hour. I have read my contract and no where does it state this cost for service calls for $250.00. The system and the work should be under warranty. I pay a monthly fee for the financing and shouldn't be required to pay $250 each visit, especially with the frequency of the problems I am having. To be clear, I only paid the $89 once and $250 once, but my issue is, the frequency of repair and how I have to argue with these people. I have an email chain as documentation, as well as all my service invoices. The product and its work should be under warranty.

  

  Business response

  04/30/2023

  The monthly fee you pay to your finance company is not a payment to IQ Power for service. You state “I pay a monthly fee for the financing and shouldn’t be required to pay $250 each visit.” The payment you make is to your bank because you financed your solar system. Just because you borrowed money to purchase your system, it does not entitle you to FREE service.
  
  You state, “my issue is the frequency of repair and how I have to argue with these people.”
  
  When a service call is scheduled, it is fully disclosed what our charges are for diagnosis and/or repair. You can choose our company to service your solar or not. Yet, when you call us, we disclose our charges, and you agree to our charges, and then we come out. The only “arguing” occurred has been by you after we have performed our service and you are unwilling to pay and want it for free.
  
  Your system was installed 5 years ago in 2018. Following is a list of your service calls:
  
  In 2020 - Diagnostic visit (yet you paid a trip charge of $89.) Your inverter had an error, and we diagnosed it to be a firmware issue. We came back and updated your firmware, and the system was fixed.
  In 2022 – Diagnostic visit - $250. You were concerned your system wasn’t producing based on your electric bill. After a thorough inspection and testing we found that everything was working as it should be. However, there was an issue with your WIFI (which has nothing to do with the operation of the solar system). We came back and connected your Wifi to your monitoring program.
  2023 – Warranty Call - $250 (which was not paid). Upon this visit, we discovered a communication board in your inverter needed to be replaced. On your behalf, we filed a warranty claim with SMA (your manufacturer). SMA sent a new board, and we came back and installed it for you. We then came back a third time to connect your wifi again. These calls were never paid for by you.
  You now state you filed a warranty claim with SMA and they have sent an inverter to your home. We have disclosed our fees to you to change these out.
  
  Your product is under warranty through the manufacturer of the product. You’ve received replacement parts from SMA (the manufacturer) under this warranty. However, there is no labor warranty. You state “the product and its work should be under warranty.”  I cannot respond to “shoulds.” There is no representation of a labor warranty or free service calls and never has been.
  
  IQ Power is a service provider. We are not the manufacturer or warranty company. We are sorry you feel everything should be free, but our services are not. When we perform a service, just like any company, we expect to be paid.
  

  

  Business response

  05/04/2023

  Yes, Mr. ******, your manufacturer’s warranty is with SMA, and so long as you use a licensed solar contractor or licensed electrician to service your solar, you are fine. You do not have to use our company.
  
  The issues you state are:
  
  “I have had the system since 2018, and the service of $250 for the first hour and $150 for each additional hour was never disclosed in my contract.”
  You purchased a solar system from us in 2018 which was listed on your contract. That was all you purchased. There was no mention of service as this was not a service contract.

  
  “Since 2018 I have had a technician come out in July 2019, October 2020, twice in December 2022, twice in 2023.”
  There were no charges assessed in 2019 as this was a courtesy check.
  In 2020 you were charged a trip charge of $89 to update your firmware.
  In 2022 you were charged $250 for a diagnostic review of your system. The second trip there was no charge to reconnect your wifi.
  In 2023 we went to your home and found your communication board failed. On your behalf we filed the warranty claim and received a warranty replacement. We came back and installed this. We came back a third time and reconnected your wifi. We weren’t paid for any of this. You argued the fee, and we waived all charges completely.
  
  “Also, can you respond to the frequency of issues I have had since I received the system that was installed by your company?”
  To respond, in 5 years’ time, you have had no issues with your system until your SMA inverter communication board failed in 2023. Reconnecting your wifi is not a system failure or something that prevents your system from working. It simply is a convenience so that you can monitor your system. Yet, in your previous complaint you stated that in April, 2023 your inverter went out and SMA sent you a new one to your home. IQ has no knowledge of this as it was not done through our company, nor have you approached us to install it for you.

  
  “If I had so many issues within a short period of time, that IQ Power would give me a reduced fee to come out and resolve my issue.”
  If you review the above, you will see that we did provide you with no fee versus a full fee for services we performed.
  
  “There are other companies that charge no fee, other companies a lesser fee than $250, and by far, IQ Power charges the most.”
  You are more than welcome to find such companies that don’t charge fees or less than we do. As I stated previously, you do not have to choose us as a service provider.  

  Customer response

  05/04/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Thank you for explaining the warranty portion. 

  As far as you restating what I purchased, I do not believe my question was answered. You stated that the solar system was all that I purchased and there was no mention of service because it wasn't a service contract. I'll re-ask my question, why wasn't the cost of service mentioned at the time of purchase of the solar system? Do you offer a service contract in conjunction with a system contract? How would a customer know what your service call fee is? 

  Again, you restated the service calls and the fees associated with each visit, to include the visits where I was not charged; however,  you stated that the service fee in 2020 was a trip charge to update my firmware. I have attached the service invoice, please see that the technician wrote, there was an inverter w/8206 error. He then went on to write that the inverter indicates a fault on string A, "previous error last year, 7/17/2019 (I believe it was a "7" or it may be a "2" meaning 7/12/2019) notes a switch between A&B. He further said that IQ Power will return for deeper testing on error. That invoice is attached, so I am not sure why you would say that you only updated my firmware.

  I did not mean to imply that reconnecting my WiFi keeps my system from working, I am aware of that; however, I could not do it myself, a technician had to do it. The first technician could not reconnect the WiFi and he had to call a more experienced technician to come back out. My issue is, the fee to reconnect the WiFi would be $250 (EVEN THOUGH I WAS NOT CHARGED). 

  In February 2023 you came to my home because I called you and said the system reported an error, which was found to be the communication board. So in response to your statement, "in 5 years time, you have had no issues with your system until your SMA inverter communication board failed in 2023," is simply not true.

  You stated that in April 2023, IQ Power has no knowledge of my inverter going out and a new one was sent to my home, nor did I approach you to install it for me. I spoke to Kristina B******* (Service Manager). I requested a copy of my contract to verify that it had no mention of service fees. I also told her about my inverter going out which brought about my initial complaint to start with. That led me to file this complaint because of issues in December 2022, February 2023, and April 2023. Ms. B******* stated that she would look at the calendar to see when they could schedule a service call to come out. I told Ms. B******* that I needed to get my system up and running again. I have attached Ms. B*******'s email to this response. As you will see, it is dated, Thursday April 27, 2023. Within the email, she restates the fees associated with coming out and how they would need a valid credit/debit card on file to process payment.

  So, I am not clear how this response says that IQ Power had no knowledge of my inverter going out. 

  
  Sincerely,
  
  ******* ******

• Initial Complaint

  02/17/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This forum doesn't allow enough characters for context. Long story short, IQ Power misleads savings from the beginning. It is ironic that my concern is almost exactly the same as everyone else. You are provided a proposal, a guarantee of savings and then 2 months of getting what was advertised, the system no longer saves you money. IQ justifies this increase by claiming your usage went up. coincidentally everyone here's usage doubles after they install panels. I was guaranteed an estimated electric bill of around 50 dollars and now am paying the same in electricity cost plus monthly in solar. During the pitch, they structure your contract around IRS energy rebates. What they don't disclose to you is the IRS does not give you the money to apply towards your loan. The IRS credits to your account for when you owe the IRS money, so by default you aren't able to pay the account down even if you wanted. They don't answer concerns without a demand of management or threaten to escalate. They haven't sent a technician to do any physical assessment of the panels but have come out to fix a water heater issue. I'm told "everything is working as expected" yet it doesn't translate to savings. The CEO wanted me to drive 2 hours from home to meet in person just to tell us the same they tell everyone here they've conned into signing. "Based on the meter, on the app and your bills, the cost of energy will provide savings". My budget isn't based on hypothetical savings. It is based on real savings. When I'm paying over 600 dollars a month in energy vs 340 prior to panels that is not savings. I don't care about kw conversion. I care about the savings you promise all of your customers. Even with a "shield service guarantee" they don't honor the contract. And no, my usage patterns have not changed. These practices are a direct breach of contract. I look forward to the response refuting my statement. As expressed to IQ Power, I am a man of my word. My next steps are further escalation.

  

  Business response

  02/17/2023

  IQ encouraged a meeting with the ** ** **** either in person or by zoom. Both were declined. We stated in an email to them that a face to face allows for all issues to be heard and addressed. They still haven’t agreed to this, yet they did provide their electric bills so that we could examine them.
  
  According to their electric bills and the Enlighten program which monitors their solar production, both show that the solar system performed extremely well and was fully functional for all 12 months with no problems. The system produced above expectations and produced 14,041kw, and this production was credited to their electric bills reducing what Duke Energy charged them.  
  
  What their electric bills also showed was that their household was using more electricity than they did the previous  year. We can’t fabricate what this usage is. As well, the electric rates had increased by 26% for the first 1000kW usage, 17% for everything over 1000kW, and a 50% increase in fuel charges. We cannot control a power company’s rates, but you also cannot compare a current bill to one a year ago without taking this important factor into consideration.
  
  IQ Power makes it clear that they do not promise or guarantee a particular or specific savings on electrical usage in a home as every home and usage is different. This was acknowledged, signed, and agreed to by the ** ** **** on the contract and on a separate installation checklist.
  
  IQ Power has also never guaranteed a $50-dollar electric bill. This has been misunderstood as the only mention of $50 is that on an average electric bill, roughly $35-50 is taxes and fees. You will note this on the attachment they provided. There is no other mention of $50. 
  
  As for the IRS energy tax credit, we inform clients of such credit. However, the client at no time discloses their financial status to our sales team, therefore, we cannot make any claims regarding eligibility. Our contracts fully discloses that qualification for any Federal tax credit is the responsibility of the customer and that IQ Power cannot guarantee qualification. Any financial discussion regarding qualification of the tax credit took place with the company who financed the ** ** ****’s loan. The finance company discloses the energy tax credit details, but again makes no guarantees of if, or how long it will take to receive it.
  
  The ** ** **** also makes mention of their budget and paying $600 a month vs $350. I see no documentation for a $600 month bill. The client’s average 2022 electric bill was $207. Their loan payment was $234. Together they equal $441. The $350 they mention was based on electric rates of a year ago, and less usage. This amount would be well over $400 on today’s bills.  
  
  Even in saying this, one important factor failed to be mentioned: The ** ** **** did not just finance their solar. They purchased a new ROOF under this loan. The cost of their new roof is part of the $234 loan. By subtracting the cost of the loan for their roof, this again shows they are now paying considerably less for power.
  
  There is no breach of contract. The solar system is producing as promised. The client is paying less than they would without solar. And, even though we have never physically met these clients as communication was done through text and emails, we would still be willing to sit down and go through this with them.  

• Initial Complaint

  09/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2 and 1/2 years ago I had 22 solar panels purchased and in stalled by Iq power. Their salesman talked me into installing on my roof instead of racks on ground. He stated that if I ever need to reroof Iq power would one time remove and replace at no charge. Now that I need to reroof or my homeowners insurance will cancel me Iq power is not willing to do as promised. I spoke to Danielle 2 weeks ago , she stated management would review the matter but I have had no response. After many attempts to get response I am having to hire another company to do the work so I can have my roof replaced. Danielle had told me I need to have my homeowners insurance pay for removal but it isn't a insurance claim.

  

  Business response

  10/27/2022

  Business Response /* (1000, 5, 2022/10/04) */ As stated, the client contracted to have solar installed on her home 2 1/2 years ago. A 2-year labor warranty to remove and reinstall the panels was given at that time. On September 13th, after the labor warranty had expired, she made a request to remove and reinstall her panels. Even though her warranty had expired, IQ agreed to honor this labor warranty so long as the same roof type was to be installed and her home insurance wasn't covering her costs. On September 16th she provided us with the appropriate insurance information, and 4 business days after we informed her of our first available date to provide this service. IQ agreed to perform this service and provide the labor at no cost. There is no "refund" due as she requests. If she wants us to provide the services, we are still willing to.

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