02/10/2019
Anonymous
Charlotte, NC
I had my panels installed on November 19, 2018 and they are actually paid in full because I refinanced them into my home 12/31/18 but got a call from the loan company 1/23/19 saying my first solar panel payment is due 1/27/18...... but another story. It is February 10, 2019 and the solar panels are yet to be fully functional. So now I am paying for solar panels that are not operating and also paying a light bill with no estimated resolution date or completion date on sight. I have had to reach out to everyone several times just to get a live voice because nobody ever calls back any voicemails you leave. Sometimes talking to a live person doesn't help because I am still waiting on a return call about ROPC information that the power company said was submitted incorrectly by Brio 3 time since 12/8/18. There are no updates ever given to me without me calling for them on the project this company does not have a SPOC Special Point Of Contact to keep customers aware of the status. I have yet to receive my check from Brio that was promised to me by the sales representative. My rebate is on hold that is offered by the power company because they are pending info from Brio. The power company has a limited amount allotted rebate funds to give to customers and now with this incorrect information given to them this is lessened my chances of getting my rebate. This process has been painfully slow and pushed along by me a paying .....excuse me a paid in full customer to keep things moving. I am very disappointed in this entire process and at point don't think I would recommend anyone to do solar panels. I have had so many neighbors ask me about it even my coworkers have asked because I was initially so excited about it I was telling all of them. I tried to be optimistic when I was letting them know how the project was going but at this point I have to tell them how time consuming this is and the promises of rebates and checks my be delayed or not delivered.
Brighter Solar Energy (formerly Brio Solar Energy) reply
07/09/2019
Hello! I sincerely apologize for the poor experience you've had. We’re a rapidly growing company that was hit with a huge backlog of solar installations. So sorry you were one of the few caught in the middle. We’ve implemented new policies and procedures to make sure nobody falls through the cracks again. We’re committed to quickly respond to needs and exceeding expectations. We have a whole team available to chat via phone, email, or text during all business hours, 5 days a week. If you’re still having issues, our new customer experience team can quickly resolve your issues. Simply email brioinstalls@gmail.com, or call/text us directly at 801-783-5959.