ComplaintsforTotal Solar Eclipse, LLC

• Initial Complaint

  03/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  No permit obtained at time of install of my solar job not finished battery replacement is needed and inspection is not done as well as the system is not functioning at all and during the waiting period it caused my wiring from the electric company to catch fire and had to be disconnected from my home and cost me another 650$ just to get my power back on with the electric company

• Initial Complaint

  08/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We had solar panel installed on our home Oct 2022. We never got the generator nor the gas tank. We contacted the owner/ business several times and was told it was being ordered for months and we still dont have it. We are paying for items that we don't have. No one has contacted us on resolving this issue.

  Business response

  08/18/2023

  We are deeply sorry about the stress this may have caused. We are looking further into this to resolve this matter diligently. The internal department will be contacting you to schedule arrangements. 

  Customer response

  08/23/2023

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

  The company has not reached out to us in regards to this issue.
  
  Sincerely,
  Steven B*****

• Initial Complaint

  02/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  In August 2022, we had solar panels installed on two houses on our property. The panels were installed on the wrong side of one house. We asked them to put the panels on the correct side of the house, they did. However, the next time it rained, the roof where the panels had been originally, leaked heavily damaging the inside of the house. We have video that the holes in the roof caused the leaks per the persons they sent to fix the leaks. They had workers come "repair" the ceiling and it is the most unprofessional job. They left seams in the ceiling, dust and paint on the floors and they smoked in the house. Currently, the roof where they moved the panels is leaking. We also have leaks on the main house where the panels are installed, ruining the ceiling on that house as well. They also claim the system is running. However, our electric bill is twice as much as it has ever been. They were also supposed to remove pine trees from our property per our contract and that has yet to be done. We have been paying loan payments on a system that clearly doesn't work - whether due to it being improperly installed, faulty solar panels, because the trees haven't been removed or a combination of all. When asked for a phone number to someone who could help, both numbers we were given were never answered. It has been 6 months since installation and nothing has been resolved properly.

  Business response

  03/07/2023

  Hi Mr M********,

  We are sorry for any frustration this may have caused. We have looked into this case several times and have determined some of the information on this complaint is inaccurate. We have knowledge of the leak in your roof being caused by your AC Unit, not our installation. Also, you have been reimbursed several times for payments before your system was turned on. We would love to resolve this matter, as we take pride in our customers and always want to uphold a positive experience. We have reached out to you and will continue to reach out to you, so we can resolve these concerns in a timely manner.

   

   

  Customer response

  03/08/2023

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

  We have video proof from the first rainy day after the panels were removed and moved on house #2. The roofers who were sent by Total Solar were on the roof, the ground and inside the attic. The video clearly shows water leaking in from the roof. Pictures clearly show the holes in the roof where the water is getting in. Furthermore, the ceiling repair people sent in by Total Solar have stated that the leak could not possibly have caused that much damage had it been from a leaky AC drip. The only ones who said that the AC drip was the culprit are the persons who initially improperly installed/removed the solar panels. These are not qualified roofers or ceiling repair experts and have a solid reason for not wanting to be named as the cause of damage. Also, there is no convenient AC drip leak on house #1 (see pics) that also has a leak and has caused damage to the interior of the house. This has yet to be addressed by Total Solar. Weeks ago, we were told that someone would be coming out to assess the damage. No one has come out. We were reimbursed for payments made to our loan prior to the system actually being up and running. We have asked for proof that the system is working and have not received access to that information. Our electric bill is still higher than it was before the system was "working". We have texts from Total Solar confirming that pine trees will come down in order to make the system more productive. That has not happened despite the cost of that being added to the loan. We also have texts and written letters stating that we will receive a generator. We do not have one. We have called and sent text messages many, many times to Total Solar and no one has returned our calls. The statement that they have tried to contact us is false. 

  Sincerely,
  Jay M********

• Initial Complaint

  03/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In October of 2021 I contacted ****** from Total Solar about having Solar Panels and a pergola installed. Upon inspection I told him in order for me to feel comfortable with going through with the service/project, there were a few requirements I desired. I told them in order to install the pergola where they recommend I needed them to relocate my outside water pipe which they said was no problem. I also said that some tree limbs needed to be cut in order to get the most out of the solar panels, again they said no problem. I then asked how long would it take to complete the project, I was told before or after Thanksgiving of 2021. Needless to say my project was just completed in March of 2022. I've have to do certain task that is apart of their duties to try and get these solar panels up and running. Unfortunately they have not kept their word on their agreement to move my outside water pipe. They have not cut my tree limbs and one of the posts on my pergola collects a bunch of water. I text messaged ****** and told him I needed to get these concerns addressed and fixed in which he told me in a text message to "Add dirt around the post" I told him that is not my job, since that message I have not heard back from him. I've tried on several attempts to reach him by phone and text message and he has not responded. At this point, I have no info on how to monitor my solar, which they have the info and the app that will allow me to monitor my solar usage as well as how and when I'll receive the vital rebate refunds that make the panels affordable. Since he has stopped communicating with me I'm at a lost. I was supposed to get an app to monitor my solar usage, but due to this company not communicating with me I'm without an essential part of my system. I have documentation of what was promised and my attempts to reach him with no response. I ask you to please look into this matter and hold them accountable for their bad business practice. Thank You.

  Business response

  04/14/2022

  Business Response /* (1000, 8, 2022/04/06) */ Mr. ******, Sorry for your frustration, we take matters like these seriously. We're doing more research on this matter to see what was said and how this will be rectified. Note: Total Solar is a solar installer and our installers are contracted to install solar. Removing and replacing city pipes is not in our scope of work and would constitute a hazard if performed by an unauthorized professional. Our team is not allowed to implement any scope of work not included on our installation agreement. Regarding your installation and activation time line, all our reps are required to perform a welcome call on site with the customer. In which the customer agrees with the terms of the contract, and agrees their system typically takes 90 days to be installed and fully functional, though in some cases it may take longer. We also were informed an email link was sent to your email on file with instructions on how to login to your monitoring portal. Again, we take matters like these seriously and will do everything in our power and scope of work to rectify this matter. If you have any further questions or concerns, please feel free to contact our office at (XXX)XXX-XXXX.

• Initial Complaint

  01/04/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I recently had solar panels installed on my roof by Total Solar Eclipse LLC in August 2021. The panels were installed incorrectly on the wrong side of my house. I attempted to contact them to have them correct the problem on multiple occasions and they said they would have someone come out and have someone take a look. No one from the company came. Furthermore, they processed my solar loan through Mosaic before correcting the issue and I was making payments to both Mosaic and my power company for 3 months before they submitted a required inspection form to the power company in order to allow the cost offset to begin which left me paying for a service that I was not receiving for months. I have attempted several times from the months of November through December of 2021 to reach the company and nobody has been available nor will they receive my calls or address the issues. Currently I'm awaiting a refund or legal action will be taken soon.

  Business response

  03/01/2022

  Business Response /* (1000, 8, 2022/01/11) */ Looking into this matter, we apologize for the frustration it may bring. We're working diligently to dig deeper into this matter so you can receive a 3 month refund. Note: Reps are required to have their homeowners complete a Welcome Call introducing them to all the terms of the contract. One of our highlighted questions is understanding your system may not be installed and/or active before the payment of the first bill. We give a 90 day grace period to complete the project, although some projects may require more time and a longer process. We take matters like this very seriously, and will have one of our reps reach out to you to rectify this matter promptly.

*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. ↩