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:02/05/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  In May of 2023 we signed a solar rental lease with Earthlight Technologies. Earthlight's team of engineers performed the necessary inspections and certified that our roof was safe for solar. The panels were installed late November/early December of 2023. On the evening of January 31, 2024 we spotted a leak in our roof over the garage that lead to the discovery of water coming through at multiple places in our roof. On February 1, 2024 we called Earthlight Technologies to discuss the issue and they sent a crew to inspect our roof. Upon inspection, they put silicone around a bracket they thought could be a potential issue. The field crew informed us they would share all photos with their manager, who we could expect to hear from later that day. When the manager called us, we learned he was not given all of the photos that the field crew took. February 2, 2024 the manager discussed more with the field crew. After those discussions, Earthlight Technologies agrees that there is a leak in our roof, but told us that they are not responsible for the damage to the roof because there was visible water damage before the solar was installed, which they claim is evident from the May 2023 phots their engineers took. Earthlight claims solar should never have been put on our roof, yet multiple engineers inspected our roof and continued to move forward with the project. Earthlight is not willing to pay for the cost to repair/replace our roof. The only compensation they were willing to give is to cover the cost to remove and reinstall the solar panels. While the solar panels were installed a few months ago, they have yet to be turned on and we have not made any payments to Earthlight Technologies. We have uploaded the lease agreement we signed, but Earthlight is not being cooperative in handing over pictures and reports from the several inspections that were completed.

  Business Response

  Date: 02/16/2024

  Hello

  The Earthlight executive team has been in communication with the customer since the time of the complaint and is actively working toward a solution. 

  We have not come to a final solution yet and we would like for formally ask for extension on closing out this complaint.

  Thank you, 

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

  Customer Answer

  Date: 05/17/2024

  Earthlight was extremely responsive to our complaint. Their executive team reached out to us one business day after we submitted our complaint, eager to work on a resolution. By the end of that week, we had a clear path forward. Earthlight took accountability for the breakdown in their internal processes and generously paid for 75% of the full roof replacement that was needed for our home. Within a few short weeks, we not only had a brand new roof, but our solar panels were back up and working. We are extremely grateful to the executive team at Earthlight who were professional and caring every step of the way.