ComplaintsforC.A.M. Solar, Inc.

• Initial Complaint

  10/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Cannot get a hold of anyone from CAM solar. I called them wanting to upgrade or install solar monitoring. They have not called me back, and every time I call, I leave a voice message which they never return. I just want to monitor my solar panels.

• Initial Complaint

  10/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Can solar is the responsibility to service my warranty . When I contact Solar edge (manufacturer) I was told all service calls has to go through cam solar I'm been trying to contact them but they send me straight to voicemail even if I leave one I don't receive and call back my solar panels haven't been producing energy for the last week

  

  Business response

  10/28/2024

  We do show this customer's phone number in our phone log on 9/26 but since his voicemail said that he was referred to us and was looking for solar panels. He was sent to the sales team. When he reached out via email on 10/7 letting us know he needed to schedule service we did reach out to him via email and on the phone to get him the quote for the labor to swap the inverter and get him scheduled. His inverter has been swapped and his system is working.

  Customer response

  10/28/2024

  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.
  
  Regards,
  
  ***** *******

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  **************** has been horrible this go around with Cam.Contacted Cam in May about my system going down. They said I had to pay $289 for a diagnosis. After agreeing to that they said the service department would contact me to schedule. Waited about month with no contact from Service. I did reach out to their customer service *** multiple times and was told there is no timeline. I gave up dealing with them at this point and asked for a refund and was told that the service manager was the only one that could do refunds. No refund occurred so I had to dispute charges with my credit card company. I also stated that I wanted to pursue a claim against the company's Production Guarantee and was told I would hear back from them. It has been over a month and still nothing. My system was down for months, costing me $100s if not more. Thankfully I was able to use another company that specializes in SOLAR SERVICE to get back up and running.

  

  Business response

  08/14/2024

  We understand *************** frustration. This is our busiest time and we are working to get through the services tickets as quickly as we can. As for the production guarantee, his contract does not reflect that he has one included. Even if there was one included there are stipulation on when the production guarantee can be request. 

  Customer response

  08/14/2024

  Complaint: 22064125
  
  I am rejecting this response because:
  The production guarantee was part of your sales pitch in 2018. At no point did your salesman mentioned that needed an addendum to any contract that we signed to get the solar panels. Also in your rebuttal you mentioned time line and restrictions but you dud not give any guidance as how I failed to meet any of those restrictions. Please provide a detailed explanation with a copy of the contract wording. I would also like acopy of my contract that signed originally.
  Regards,
  
  ****** De La ****

  

  Business response

  08/14/2024

  Those who have the production guarantee it included in their contract with the true-up dates and the kWh guaranteed. You can only claim on the true up date. I attached a copy of your contract for your files.

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had solar panels installed by CAM Solar *** at the end of 2017. Starting in June 2024 I started to have problems with lack of production. I contacted CAM Solar *** on July 2, 2024. They did not take my call. Instead, I had to get ahold of someone through their online chat bot. I was able to connect with someone who said I must pay repair fee for warrantee panels/parts. I received that quote on July 4, 2024, for $259.00 and was needing to pay 50% now. I paid that July 5, 2025. Since then, I have tried through email, phone calls with voicemails, and the online chat and cannot get 1. anyone to return my phone call and 2. get repairs scheduled. Today, after already leaving another voicemail, I tried the chatbot again. They once again tried sending me to a voicemail. I stated that I did not want to leave another voicemail and wanted to talk with someone to get this repair scheduled. Instead, the chat was forcefully disconnected on their end. I have phone records, emails, receipts, and now a screen shot of that online chat being terminated before any help or resolution could be met. These panels are fully paid off ($20,000 +), service fee is 50% paid for on warrantee covered parts, and I am now getting very expensive electric bills due to this. I just need someone to get a repair scheduled to than have it take place. Nobody at CAM Solar *** is contacting me back to get this resolved.

  

  Business response

  08/14/2024

  We did send a tech out to evaluate the issue. Before we sent the tech out the, the customer did let us know that her husband had opened the cover to the inverter to hardware so that they would be able to have comms. Once the tech was onsite he found that the cover was closed properly and there was water in the inverter which voids her manufacture warranty.

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've tried calling and sending emails only to have the same outcome which is no response. Have had issues with this company before with no communication and lack of customer service. They (Cam *********************** installed a second solaredge inverter which is the one I have right now and only after 9 months the inverter isn't communicating with their solar edge app. the unit from what I understand should have a solid green light and a solid blue light. Blue light indicates inverter is communicating with solar edge monitoring system. This is not the case the only light that is solid is the green light.

  

  Business response

  07/02/2024

  We do show that ********************** called in yesterday and emailed in over the weekend. We are closed during the weekend and are working on the service tickets in the order that we receive them. His system is currently working and has been working. We have had a large number of calls come in over the weekend due to an alert that SolarEdge sent out.

• Initial Complaint

  06/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I continue to have problems with my system not communicating. Every time I call them they say someone will get back to you within 48 hours. No one ever calls back. I try to do online chat and that system says are you available for a phone call. I say yes and no one calls . THen the system says I am sorry there is an error someone from our office will contact you. No one contacts me. This has been going on for months. This is not the first time I have had to contact the BBB to get someone to actually call me back or come repair my system. I paid a lot of money for this solar system that doesnt work half the time. I would like this company to let me switch to a different company to service my system because they have no customer service skills.

  

  Business response

  06/27/2024

  We did let the customer know that she has poor signal strength that her property. SolarEdge did send a firmware update but did suggest that she hardwire with Ethernet to have monitoring. Her system is producing the monitoring is just intermittent.

  Customer response

  07/06/2024

  Complaint: 21860258
  
  I am rejecting this response because:

  THis has been going on for months.  The last response I received from Cam Solar was they would let me know when they had a repair option.  That is not acceptable.  If they say I need to hook up with ethernet cable then why dont they come do it.  I would really like for them to remove the system and give me my money back so I can go through another company.  I just want it fixed now not in months when you find a fix.  Replace whatever is not working right.  I have a warranty doesnt that mean anything?  They really need to treat customers better.  They have so many bad reviews and people complaining about the same problem.  

  Regards,
  
  *********************************

  

  Business response

  07/12/2024

  The customer's system is and has been connected producing. The only issue is that the signal in her area is weak so the monitor has been delayed. There are days that she will see the monitoring and there days that the monitoring is off but once the signal picks up the production does update. We did let the customer know that the only solution is to hardwire since the signal in her area is weak. There is nothing wrong with the solar panels, they are producing. 

  Customer response

  07/15/2024

  Complaint: 21860258
  
  I am rejecting this response because there are days that it doesn't  update or credit me for the solar the system produced.   Every morning I have to go outside and if it isn't communicating .  I reset the system and sometimes it does and sometimes it doesn't.  SolarEdge did a firmware update but still having issues.  I was told by **** that they would let me know when they had a solution to the problem.  This has been going on since January and  I dread having to make that phone call to Cam Solar because no one EVER answers the phone or returns a phone call.  

  I do not understand how there is a weak signal when nothing has changed on my end.  If you need to come put an ethernet cable in then come do it.  I have an extended warranty I paid for so I don't understand what the problem is.   I will do it if you tell me what I need to do.  I want to be compensated for the time the system is not communicating.  Last time I had an issue it took three months to resolve and that was in the summer .  So, on top of having to pay for the system I had a huge electric bill.   

  Lastly, no one ever showed me how to do anything on the system when it was installed.  I paid an extra $5,000  for panels to cover the central ac that was getting installed.  I was told that I had enough panels to cover everything, but they don't.  I also tried to reach out to ****** but got an email saying he wasn't in the office.  The customer service is awful.  If you are too busy to get customers that you have already installed a system on taken care of then maybe you shouldn't take any new ones.  Before the system was installed everyone was nice, returned phone calls promptly and now that they got paid the only way to get someone to actually answer you is to file a complaint through the BBB.  That is awful customer service.  I dread every time I have to call about an issue.  It just makes me very frustrated and angry.  There is no recourse for anyone that has problems, and they know that, so they don't care.

  I would love for you to come take the whole system off my roof and give me my money back so I can have it done with a company that will fix things or at least has better communication.  I have had 4 open tickets since January and still nothing is resolved.  I am just super frustrated with this company.  I am just one of the many that have the same issue with them.  Is it that hard to return a phone call or give me options on how to get the system working right?  The response of "we are really swamped"  which is the one they always give is not acceptable to me.  I am busy with work too but I take care of my customers.   I will never refer anyone who wants to get solar installed to go through Cam Solar.  

  I have no idea how they are still in business with all the awful reviews and everyone has the same problem with them.  

  Regards,
  
  *********************************

  

  Business response

  08/14/2024

  We have left messages for the customer to call us. We are more than willing to hardwire her monitoring if she would like a quote for that. 

  Customer response

  08/14/2024

  Complaint: 21860258
  
  I am rejecting this response because:

  They have not called me or left a message for me at all.  That is fine if you want to come install whatever you need to so the system works correctly.  However, I feel I should not have to pay for that.   If it was a bad connection or "weak" signal then why has this not been an issue from date of install.  My house is still in the same location , right?  Nothing has changed so to say I have a weak signal is a lame answer.  If they will come fix it at no cost to me then I will be satisfied with this complaint for now.  Again, I would really like to transfer my service to another company.  Is that possible?

  I have gotten  alerts that my system is not communicating startinig on July 19th , 20th, 25.  Aug. 5th,8th, 10th, 11th and last one on this past Monday.  That is just 3 weeks of months of this.  I am just disappointed with Cam Solar.  One would think that as a company they would actually respond to people instead of it coming to me having to file a complaint with the BBB.  How do you stay in business??

  
  
  Regards,
  
  *********************************

  

  Business response

  08/16/2024

  Your system is producing. You can verify this by going out to the inverter and checking for the solid green light as well. Since the 2G and 3G towers have been taken down a lot of customer have had the same monitoring issues. We can't control those issues. Monitoring is not a covered under your warranty. Only the goods cover by the manufacture. I attached a copy of your contract for your review. I attached number that we are calling as well in case the number has changed.

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  System was installed in 2017. I have had the communication board replaced 3 times since and now the same issue is occurring again. CamSolar wants to charge me a diagnostic fee to troubleshoot this reoccurring issue.

  

  Business response

  06/12/2024

  I did speak with the customer today and explained that his communication board is covered under warranty with the manufacturer. There is a charge for labor or a site visit but the manufacturer will cover sending a replacement part. I attached a copy of the customer contract to show that he has the manufacturer's warranty and the standard goods labor warranty, which only covers labor on manufacturer good's for 6 months after permission to operate. 

• Initial Complaint

  03/14/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We first noticed that some of our panels stopped producing in April of 2023. Notified CAM solar and have an email dated May 1, 2023 that they had opened a ticket. They identified the problem as a broken micro inverter, and said it was covered under warranty and they would replace them. They then became incredibly difficult to get a hold of and rarely, if ever returned phone calls. If we happened to get someone on the phone, we received various excuses. More micro inverters failed. More excuses from CAM the few times we actually spoke to them. Excuses ranged from the supplier sent the inverters to the wrong CAM address and got returned to sender, people on vacation, people leaving and incorrectly closing the ticket, to the wrong inverters sent, back to the wrong address again! They would promise someone would call back, no one ever did. Theyre almost impossible to get ahold of, and when we do manage to speak with someone they never deliver on their promises. The last time I managed to speak with my contact, she told me the inverters were delivered to the right address but she wasnt sure if ours were in the shipment. I asked her to find out. She put me on hold. I was on hold for 40 minutes before it got cut off. I called back and left a message. She didnt return my call or multiple subsequent calls. Its now almost a year since we first opened a ticket, 8 of our panels are not producing, and no one from CAM is helping. Meanwhile we are continuing to pay on our solar loan but also have sky high energy bills since our 8 highest producing panels arent working. The failure rate of the microinverters is also a lot higher than what they led us to believe, and the fact that the ones attached to the highest producing panels is suspicious. We want a plan for quickly replacing the parts we need, installing them promptly, and clear communication from CAM. If the specific micro inverters we have are too hard to find, we want suitable replacements that are in stock.

  

  Business response

  03/14/2024

  We did open a case with AP system for the original 2 replacement parts( 00177076) , which have been taking 7 to 9 months to get. They did ship their replacement parts out but to the wrong address and we are working on getting them re-sent out. During this time the other 2 parts did  go out, in which another case has been opened (  00240738   ).  We will get them scheduled once we receive the parts.
  
  

• Initial Complaint

  02/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have paid them for a warrantied service to replace the inverter and get the solar panels/system up and running. It has been weeks already and they have yet to repair the system. This is under warranty. I have paid them to put a ticket in and they continue to waste time. I am paying n electric at full price when Ive paid them to fix this system.

  

  Business response

  02/16/2024

  We do have your service ticket in the queue and we are getting to it as quickly as possible. We are currently about 3 to 4 weeks out. It looks like we will getting to yours in the next few days. Thank you for your patience. 

  Customer response

  02/16/2024

  Complaint: 21300143
  
  I am rejecting this response because: it has been more than three to four weeks and I have spent nearly ****** in electricity because the solar panels are not working. Id like this to be fixed as soon as possible as everything is under warranty and Ive paid for this service to be completed. 
  
  Regards,
  
  *******************************

  

  Business response

  03/26/2024

  ************************ inverter  was replaced on 2/29/2024 and everything is working as it should be.

• Initial Complaint

  02/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had solar panels for 5 years that were installed by cam solar. The inverter on that system stopped working some time in July/August. There was some back and forth between me and cam solar, but we finally came to an agreement about what I needed to pay so that the inverter could be replaced. I paid this amount December 20, 2023. I email cam solar to specifically let them know that payment had been made, but almost 2 months later I am still waiting for my inverter to be replaced.

  

  Business response

  02/27/2024

  We did receive this customer's replacement inverter from ************************** back in Sept 2023 but the customer never approved the labor to swap the inverter. We sent a last attempt letter and had sent the inverter back to SolarEdge. The customer did pay to have it swapped after the inverter had been sent back to SolarEdge, so we are currently working on getting it send back to us. We will get them scheduled as soon as possible.

  Customer response

  02/27/2024

  Complaint: 21286552
  
  I am rejecting this response because:

  I approved the quote of $350 on October 17,2023 and then I had to send an email on November 7, 2023 to cam solar employee because I had not received any information from them. On November 9,2023 this employee finally sent me an email with an invoice to be paid on that very day.  Another email was sent to me on November 13, 2023 telling me payment was already 4 days late. I was not very happy about that. I was sent another email on December 18, 2023 that if payment wasnt made the inverter would be sent back to solar edge. Payment was made on December 20, 2023. Due to their delays in customer service, I DO NOT believe the inverter was ever sent back. I will call solar edge to determine if they actually sent inverter back. 
  
  Regards,
  
  ***********************

  

  Business response

  04/09/2024

  We are still working on getting the inverter sent back to us from SolarEdge. I attached the chat transcript with SolarEdge. We are having trouble getting it from SolarEdge since it was returned. I went refunded the payment that was made for the work until we can get the replacement part back.

  Customer response

  04/11/2024

  Complaint: 21286552
  
  I am rejecting this response because: I spoke to solar edge (parts distributors) and was informed that the inverter was not returned to them as cam solar had stated.  
  
  Regards,
  
  ***********************

  

  Business response

  04/30/2024

  I understand your frustration. We deal with the same issues when dealing with SolarEdge. This is not the first time this has happened. We have sent them the *** tracking receipt for the returned inverter. They have agreed to send the replacement inverter. I attached the *** tracking number and the email.

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