ComplaintsforShield Energy, LLC

• Initial Complaint

  06/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I was fully manipulated about a solar battery and inverter system Along with my solar array. I was forced to get equipment that was different than what I paid for and it has been a true nightmare ever since. Shield has really messed me up financially by installing a system that doesn’t work as promised and is materially different than what I paid for. I trusted their council to get different equipment after they failed to source the equipment they promised me and that I paid for, due to their financial failures. I am now stuck with a $75k loan for a system that rarely works and will never work. I filed a consumer complaint with the state of Utah which forced Shield to finish my install based on their promises of a different system they claimed would be better. Turns out it has been the worst decision of my life following their advice. I wish I would’ve never given them my business. The Humless inverters and battery setup are atrocious. I can’t even rely on the support of Shield to service my system now that they are bankrupt and now I’m stuck with local South African Humless employees that treat me like crap and argue with me constantly and then pass the blame to Shield. Humless and Shield (deforest they fired everyone) have been to my home over 25 times in the last year trying to fix these major system issues and it’s never worked the way they said it would. I’m fed up, my monthly cost for electrify has tripled, I have a loan that was sold off to a 3rd party who could care less about me and only want there money even if my system doesn’t function. My situation is pure hell with these 3 companies (Shield, Humless, University CU in CA) and I’m completing stuck for the next 25 years in the most awful agreement that I can’t get out of because Shield has gone bankrupt. Is there any reprieve for my situation?

• Initial Complaint

  12/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  BBB unable to locate business

  More info

  Shield Energy installed my solar panels on 8/22/2022 and left me holding the bag. I am asking Better Business Bureau **** to help me obtain from Shield Energy the ** codes for my solar installation for setting up the **************** Portal so the Net Meter can furnish solar power from the Solar Edge Inverter. The installer, *****, ************** has verified that he had furnished the ** codes for the 21 solar panels to Shield Energy. ******************* ************** was the last person with Shield Energy that I had any communication with on this matter and is no longer responsive. Shield Energy has not responded to my request for a Monitor Powering Portal dated 10/18/2023. The new net meter ******* Energy installed on 10/18/2023 is not receiving solar power. Therefore the system that Shield Energy was supposed to finish is not commissioned, not producing, and not connected and it has been over a year. I am working with Thousand Lake Solar to help me get the Monitor Powering Portal set up with Solar Edge since Shield energy has been so negligent. I filed a Complaint Case #****** filed with Consumer Protection **** seeking to recover $4,673.50 for compensation I have paid to complete the work Shield Energy did not do. My contact on this case is *************** ************** *************** with **** Consumer Protection.Please help me obtain the ** code information from Shield Energy for my solar system so I can have Thousand Lake Solar ************** help me get the **************** Portal commissioned and the system finally working.

• Initial Complaint

  09/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  BBB unable to locate business

  More info

  We contracted with Shield Energy to have solar installed on our primary residence and our other property my son is living in. The company installed the system on our primary residence 15, 16 August 2022. Shield Energy install the system on our other property 10, 11 August 2022. Over the last year and months, Shield Energy has not followed through with getting the systems up and running, communicating where the process is, project managers keep changing, not showing up when scheduled, and not responding to phone, text, emails. I sent an email 13 Feb this year since we missed the Tax Rebate window, and finally heard back from the company end of March 2023 when they agreed on my requirements. They began working on the inspection process again, however I have not heard from Shield Energy since 24 July 2023 though I have sent texts and emails. I talked to the Ogden City inspections and found there is not a permit to install the system on our primary residence (though they have been installed since 2022) because it is still under review waiting for edits. The permit for our other property has been waiting on revisions since 4 Aug in response to an inspection. The system is still not approved by Ogden City or Rocky Mountain Power. I have received an email from PacifiCorp (Rocky Mountain Power) that our project application submitted 8 Oct 2022 is only good until 8 Oct 2023. If it is not completed by then, the process will need to be refiled.

• Initial Complaint

  09/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  BBB unable to locate business

  More info

  In July, 2022 I contracted with Shield Energy to install Solar on my home in Highlands Ranch, CO. I paid everything up front ($17,556.00). I understand that Shield Energy decided not to continue in Colorado. It has been more than a year, but I felt that Shield Energy was trying to honor their commitment, so I worked with them. On August 8, 2023, they again sent a technician, and the installation was approved by the Douglas County (CO) inspector. The only thing left was for Shield Energy to pay a processing fee to Xcel Energy (the electric provider here in Colorado). My contact with Shield Energy was trying to get them to pay that fee for a couple of weeks. However, now Shield Energy is not answering calls, emails or texts. Any call to their number goes directly to voice mail (for more than a week now). How do I get them to take this final step? Did they go out of business? Thank you,

  Business response

  09/11/2023

  Shield Energy has received the complaint for our customer, ******* ***********. The fees needing to be paid to Excel Energy have been covered to continue to process his application. We are monitoring these final steps closely for the client to make sure there are no remaining processes for Shield Energy to fulfill. We have contacted ******* directly to ensure him the fees were taken care of. We look forward to serving ******* with all his energy needs in the future and thank him for being a valued Shield Energy customer. 
  

  
  

  Customer response

  09/12/2023

  
  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.  Shield Energy has contacted me and is following up. I am pleased with how Shield Energy is handling this, and am grateful to the BBB for helping to establish communication.  We are not sure why communication was breaking down, but all is good now.  Thanks.
  
  Sincerely,
  
  ******* ***********

  Customer response

  12/12/2023

   
  Complaint: 20553567
  
  I am rejecting this response because:

  Sadly, I need to re-open this complaint about Shield Energy.Their response to my original complaint led me to believe that the issues were being handled.  They have not been. I need to know if this company is still in business, and who my contact person is.  The installation of my solar panels is still not complete (initial installation in July of 2022). Questions:
  1.  When will Shield Energy complete the installation?
  2.  Are they still in business?
  3.  Who is my contact person? 
  4.  Will they honor the warranty that they signed?
  I had paid in full.  Over the past 1 years I have had to pay electricity in full, which means that I have not been able to pay down my investment.
  If they are not answering, what legal courses of action do I have?
  Thank you
  
  Sincerely,
  
  *************************************

• Initial Complaint

  08/22/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We signed a contract with Shield Energy to provide solar energy at our residence in August of 2022, but we do not yet have a working system. The panels and inverter were installed last fall, but we were unable to get final permits from our electrical company because the inverter communicator didn't work. The company did send technicians a couple of times, but the issue was not resolved, and eventually they determined the inverter (which had never been turned on) needed to be replaced. In the meantime, the company cycled us through many (five?) customer service reps, which we would only find out about once we contacted the main office and were told that the last one quit. For the last couple of months, they have stopped returning phone calls entirely. Based on review sites, it sounds like this is a common experience with this company starting in mid-2022. Several customers who went the financing route reported being redirected to other solar companies, but unfortunately we paid up front ($21,000) so no one is going to do that for us. Based on the reviews online and the company's behavior, I assume that Shield Energy is likely going out of business. Ideally, we would like to have the system working before that happens, but at a minimum, we have asked them to give us the registration number for the SolarInsure policy they sold us as part of the contract, which would allow us to try to find someone who could finish the job once they have declared bankruptcy. Weeks later, we are still waiting for a response. Thank you!

  Business response

  09/11/2023

  We are reaching out to Ms. ****** by telephone to go over our plans forward, to include replacing the inverter and testing the system as it sits to ensure proper operation, and then to carry the client through final inspection and system activation. The project management team will continue to be available to ***** and ******* ******* to explain all remaining steps in the solar process and address all concerns going forward. We apologize for the delays on our end and look forward to better serving this client in the future. 
  

• Initial Complaint

  07/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  the job is not completed. They have the solar panels on the roof and the inverter installed but there's something wrong there's no power. So I need somebody to come out and fix it. It has been a year that I've been waiting!!

  Business response

  09/11/2023

  Shield Energy has received ***** ******’s complaint and contacted him directly to ensure the power was functioning for his home. ***** assured the power was functional, and in normal and proper working order. *****’s system is completed, and final inspection has passed. The account and inspection report was given to the utility company for permission to operate and system activation. We look forward to assisting ***** in the future with his system needs and thank him for being a valued customer of Shield Energy. 
  

• Initial Complaint

  06/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We signed paper work with shield energy on 8/26/22 when we signed paperwork we told the salesman that our roof was a bit old and it leaked a little he reassured us that if it was really bad they would fix it and if it wasn’t the panels will help with leaking. When I spoke to someone to schedule the installing of the panels I asked the rep. If I could please schedule it late September as my father was having second thoughts on this she was not understanding and told me I would lose my discount if I did not schedule it soon which did not make sense as we already signed a contract but I let it go and scheduled it when she told me to. Next the installation we have two houses in the same property that needed panels the guys came installed them on the first house left all their mess for my father to clean it up and forgot about the other house I had to call someone to ask why the second house did not have panels and they let me know that they have a lot of installations to do so I’m not sure why I was rushed to schedule if only half the work would be done. Then nothing happened for months and was reached out by ********** in January saying they will cancel my contract because they didn’t like how slow the process of our contract was going so we agreed but California was hit with heavy rains and our roof was completely ruined even though the salesman said the panels would help our minimal leakage we now have mold and a huge hole on one side of our house we have been trying to get them removed and have our roof fixed by them but the person I have been trying to get in contact with has been over and over trying to convince me to have the panels be turned on instead of removed i have explained to her that we do not want the panels anymore we want them off we need our roof fixed and they don’t seem to understand. The contract was signed with my dad ********** **** but i am trying to help him out since he does not speak English.

  Business response

  06/28/2023

  Thank you for bringing this to our attention.
  
  We will get in touch with the homeowner to arrange a site visit so our crew can come out to inspect the roof and the cause of the leak. We will discuss the next steps with the homeowner based on the outcome of the said inspection.
  
  Thank you!
  

  Customer response

  06/28/2023

  
  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.
  
  Sincerely,
  
  *** ****

• Initial Complaint

  06/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was sold solar panels by EverBright in August 2022. Shield Energy installed the panels in October 2022. They did not submit plans to the city, HOA or pull any permits. Nothing was done for over 6 months. Then I was informed Shield Energy either sold off or somehow was in legal trouble which then transferred everything to Infinity Energy so have had to start the process again. Shield installed our panels without permits and seemingly in an illegal manner. We are now going on over 8 months with no solar.

  Business response

  06/09/2023

  Shield was actively working towards the fulfillment of this project and permit applications were initiated as early as October of last year. Shield worked with a finance company called Everbright. Unfortunately, Everbright abruptly terminated its financing relationship with Shield and claimed control of contracts and accounts, and when it did, it also changed the installer on the project. In April of this year, the homeowner advised Shield that they have signed with the new installer, Infinity. Due to this, we are incapable of progressing this project or issuing the billing adjustment that the homeowner is requesting as settlement. Nonetheless, we will be happy to assist the customer or transfer any relevant information over to the install company they have chosen.
  
  

  Customer response

  06/12/2023

   
  Complaint: 20151936
  
  I am rejecting this response because:
  
  regardless of who is financing it, he did not follow the proper procedure for installation. This was your negligence.
  Sincerely,
  
  ***********************

  Business response

  06/14/2023

  We understand where the homeowner is coming from and would like to share more information on the project.
  
  As with most solar installations, a lot of the timelines are dependent on the city or the utility company. Even with that said, we were already towards the last leg of the project when ********** pulled out the account. We were unable to proceed with the final inspection because the customer refused further communication with Shield after she switched to Infinity.
  
  To help out with the bills, Everbright put a pause on the monthly charges and will only resume when the panels receive permission to operate. While we are not able to issue any refunds, we will be happy to hand over any pertinent information that *** expedite the process. 
  
  We hope this helps. Please let ** know if anything else is needed apart from the reimbursement.

• Initial Complaint

  04/02/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I signed up to get solar panels put on my home in August 2022 through Aptive Solar, which contracts to Shield Energy. Although the initial process of getting the plans made, preinstallation inspections and equipment ordered was very fast through Aptive, once the process of actually installing the panels and inverters was being managed by Shield and executed by their subcontractor West Coast Solar, things started to go awry. There were multiple delays in the installation process due to the teams arriving late, not being able to finish the job on the days the work was scheduled. The panels and inverters were installed around November 2022 and from that time until now (April 2023), Shield was not able to get the system successfully inspected and approved to operate. I have called multiple times and sent numerous texts/emails to get the PRE inspection done. When they sent their own inspector to the house (before the city inspection), their inspector said the panels are not correctly mounted to the roof. I have a metal roof that requires special footings for the mounting of the panels and Aptive/Shield/West Coast has been aware of this from the beginning and supposedly special mounts were ordered from FL to take care of this specific problem. This project is being financed by EverBright, who has since cut ties with Shield Energy due to the numerous delays. They have paused my panel payments until the system is running and switched me to a different company. BUT I received two certified letters in the mail of preliminary notices from Shield's subcontractors through West Coast Solar (Jason K******, Yellowpay) that had not been paid for their work and that a lien could be placed on my property if they are not paid. I have contacted Shield multiple times about this as well. Minette said the issue had been escalated to upper management, but I have never heard the outcome despite repeated requests for an update on this situation. I am asking BBB to help me resolve this issue.

  Business response

  04/12/2023

  Thank you for reaching out.  Customer satisfaction is very important to Shield Energy.

  If there was a lein placed we will make sure that the lein is addressed.  At this time you should have been informed from Everbright that they will be taking the servicing of this account.

  Please contact Everbright for additional questions ###-###-#### or email Everbright at ************************

   

• Initial Complaint

  03/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've had a non-operable solar array s***e June 2022. As of March 9, 2023, the inspection authority, ******* *********** has not yet passed inspection on the array. And no interconnection with Xcel Energy. A horrible experience!I was sold a solar array by ************ in May 2022. Major selling points were how on top Aptive would be on the project and that I would be producing electricity in a couple of months. As I found out, Aptive was just the marketer and turned over installation to Shield Energy, LLC *** in ****. My solar array was put up at the end of June, 2022. Then things fell apart. I sent dozens of emails, texts, phone calls to find out why nothing was happening. Starting on August 1, the financer, EverBright, started charging me for my non-operable solar system. Shield stated it had lost work crews and there would be a delay to complete the project, get it inspected, get it interconnected with Xcel Energy, etc, but promised to reimburse me for the monthly charges from EverBright. I was reimbursed for August, September and October, and then such abruptly stopped. I kept getting charged every month into January, 2023, automatically from my checking account, for a non-operable solar system. Everbright stopped taking payments in Feb. and now has cut ties with Shield and told me about a new installer. See attached emails.Shield sent an electrician to my house in January, 2023. He told me the work was done improperly and not by a licensed electrician. He spent about a half day fixing issues. ******* County sent an inspector who failed my system because Shield's array did not match its submitted plans. Another inspection was scheduled for Feb. 21, but was abruptly cancelled and rescheduled for March, 8 2023, but cancelled again. It will be over 8 months s***e Shield put up my solar array. I do not know if it is complete. It has yet to pass inspection. It has yet to be interconnected with Xcel Energy. It has yet to produce a single electron.

  Business response

  03/16/2023

  Thank you for reaching out.  We are sorry for the delay in getting your system operational.  You should not be receiving bills from Everbright, you should have received a message from Everbright stating you will no longer receive bills until your system is operational.  Please reach out to Everbright ************ option 3 or *************************.  Ambia is going to be taking over to finish your system and get it operational.  Their phone number is ************.

  Customer response

  03/21/2023

   
  Complaint: 19561346
  
  I am rejecting this response because:

  1.  The delay has been for almost NINE months since Shield Energy put the solar panels on my roof in June, 2022.

  2.  I was told by the seller/marketer - ************ (*****************************) - that I could expect to start producing my own electricity by late summer/early *********** This is a breach of contract.

  3.  The financing company - Everbright - started sending me monthly bills on August 1, 2022 and continued sending such bills through February, 2023.

  4.  Everbright's commencement of monthly ******** for financing were designed to coincide when the installation was to be operable.  This is an indication of when my system should have become operable.

  5.  Shield made a promise to me to reimburse for monthly ******** from Everbright until my system was operable.  Shield reimbursed me for the months of August and September and then abruptly stopped.  Shield would not respond to my numerous emails, phone calls and text messages.

  6.  Shield arranged an inspection with my local inspection authority - ******* County, ******** - and ******* County failed my initial inspection due to Shield putting up an array that did not follow the plans it had submitted.

  7.  Shield did not arrange a follow-up initial inspection until March 9, 2023!!  I finally passed the first inspection called a "rough" inspection, but a second and "final" inspection is needed.  Shield provided no timeline to me regarding this second inspection despite me personally asking the Shield Energy tech, plus text messages and emails.

  8.  Due to Shield's failure to complete the installation and facilitate interconnection with my local electric utility, I was unable to use self-generated elecricity to defray the high costs of natural gas to heat my home this colder-than-normal winter heating season, causing me damage.

  9.  I found out today that Ambia Solar, a wholly-owned subsidiary of ************, will be taking over my account from Shield Energy.

  10.  I will seek compensatory, and perhaps punitive, damages from Shield Energy.

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

  Business response

  03/22/2023

  When Everbright sends a bill is no indication on when your system is operational.  Everbright should not be sending you any bills at this time.  There are several varibles in getting a system operational including product availability and the availability of the utility company.

  Customer response

  03/23/2023

  Complaint: 19561346
  
  I am rejecting this response because: 

  Shield Energy is dodging responsibility.  The industry standard is NOT a wait of 9 months or more to make solar panels operational.  This is based on speaking with representatives of SunRun, Tesla, the ************************************** (COSSA) *****************, etc.  In fact, my brother used ***** in January and his solar panels were operational in just over THREE WEEKS from date of contact.  Further, the ************ salesman represented to me that my solar array would be operational in late summer or early fall.  There has been a breach of contract.
  

  Ultimately, this falls not only on Shield Energy but its principal in the principal-agent relationship; ************, LLC (************************) which is a "doing business as" LLC and is also ****-based corporation (*****, ****) with Ambia Solar, LLC as its registered agent.   ************ also has horrendous reviews with the **** BBB.

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

   

   

   

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

  Business response

  03/23/2023

  Ambia Solar has taken over your account to ensure that your system will be operational as quickly as possible.  We have passed all information over to Ambia Solar to ensure that there are no delays.  I am sorry for the delay in getting your system operational.

*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. ↩