Anonymous
map-marker San Jose, California

Terrible experience with billing and customer service.

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Billing issues, repeated requests for printed bill to be mailed have failed. System shows fault on site and no contact from service dept.
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User's recommendation: Do your research before consenting to service. Not happy with them at all.

Anonymous
map-marker Stockton, California

No response to request for production data. Billing statement a joke

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I have sent three faxes showing tree different production charts from energy service experts. No response. All I get is billing statement which is always wrong and convoluted. Please someone get a class action suit against them I am looking into my option now. I can not understand how this outfit can stay in business with all the complaints filed at them.
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User's recommendation: STAY AWAY!!!!!

1 comment
Guest

Beyond pissed off with ESE.

Michael C Bfb

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Chula Vista, California

Worst Company Ever

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1 star just to leave a review!

Since transferring the solar lease when we purchased our house, this company has been nothing but a nightmare. They have one 888 number, no one ever answers it.

After ringing for 5 minutes, it transfers to their call center, who then tells you that they will call you back within 24-48 hours... what?!?!?!? How is this a customer service number when I cant get a hold of anyone. Then days go by and NO phone call.

They have one support email: billing@***.com which apparently no one monitors.

My inverter has failed since October 2021. It is now the end of December and still no resolution. During these months of solar not being produced, Spruce is still collecting their monthly fee, and SDGE (Electric Company) is now charging me for the electric I am using; which is equating to $350 a month in addition. After dozens of emails and phone calls "demanding to speak to a supervisor" I get through.

But its only after they state that the supervisor will call me a later date.... smh.

When the supervisor finally calls, its at 8PM and the caller ID states "Toll Free" number. I didn't answer it, so he leaves a message. I finally get a hold of him and state my case that:

"It should not take several months to send someone out to troubleshoot/investigate an issue with a customer (there's no urgency) and while my issue is not being resolved, I am paying Spruce Power monthly for service I am not being provided and having to come out of pocket with SDGE.

Does that seem right?"

"His response was that Spruce Power is not obligated or responsible to reimburse me for out of pocket expenses."

This whole issue is because the lack of professionalism with Spruce Power and why is it taking so long to get a response and a technician sent out to correct the problem. It should NOT take 2 months to subcontract out a technician. He had no valid answer except Spruce Power is not reimbursing me.

What is the purpose of Solar Panels if they do not work and the company that owns it and is responsible for it, does not provide any type of service whatsoever. NO Customer Support, their billing department is horrific, their website that "monitors" the production is garbage and in-accurate, I can go on and on.

Worst decision I have ever made. I am currently trying to figure out a way to get out of this lease that they purchased from Sungevity.

Their own site is full of NEGATIVE reviews and the BBB (Better Business Bureau) has 108 complaints in last 3 years and 83 complaints in last 12 months. This shows you how horrible this business is and I just don't understand how this is legal or how they aren't being audited or looked into.

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Loss:
$1000
Cons:
  • False information
  • Terrible customer service
  • Terrible customer

Preferred solution: I want to get out of the lease without paying out of my pocket as Energy Experts are not upholding their side of the lease. I am paying for a product that is not producing.

User's recommendation: AVOID at all costs

Mya F Crr

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Horrible customer service and response times

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System stopped working at the end of July, no one informed me. I have been in contact with them numerous times now regarding repairs and they keep shuffling me around without sending someone out to check the system just saying I'm on a list for a meter replacement but meter is working. Supervisor called to try to smooth things over but gave me a contact number for him that is out of serviceD
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Loss:
$1773
Cons:
  • Shady business practices
  • Terrible customer service
  • Lack of empathy

Preferred solution: Deliver product or service ordered

User's recommendation: Avoid at all costs

Anita J Vya

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Terrible customer service, owes me overpayment

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Updated by user Jan 01, 2021

Here is the website new transferred solar lesees were directed to:https://www.solarservicehelp.com/login/

Original review Jan 01, 2021
Worst solar company ever! Our solar company Omnidian transferred our lease to Energy Service Experts, a subsidiary of Spruce Finance, in May 2020. By September 2020, we wanted to buy out our lease because the monthly payments go up each year. The only way to contact this company per their website is via email or phone. When I first started calling, after days of try to get through their phone which was always busy, disconnected you, or said they would call you back (which never happened), I was finally able to reach someone who gave me confusing information via email. I tried to follow-up with the email person to answer questions, but no answer. Another couple emails from company gave me conflicting and incorrect buyout amounts. I got through the phone line and spoke to a human only one other time in 3 months of attempts to call this company. We went ahead and paid the incorrect buyout amount, with an overpayment of almost $300, because our refinance was hanging in the balance without the solar release. We wired the money to the company on 10/27/20 and I made my demand to the company via email for my overpayment. Since this time, I have sent multiple email demands to the company with no response to this demand. I wrote the CEO and President of the company, Christian Fong and Jonathan Roumel in Houston, Texas, about this overpayment on 12/14/20, and they received the letter on 12/18/20. As of today, still no response from anyone at this company and no refund of my nearly $300. Now I'll have to file a small claims court, which is infuriating to have to do, especially during a pandemic.
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Loss:
$284
Cons:
  • Will not refund overpayment
  • Terrible website
  • Terrible customer

Preferred solution: Full refund

User's recommendation: Don't ever do business with this company

1 comment
Savier Ucz

H O R R I B L E HORRIBLE HORRIBLE customer service...never answer phones...never reply to emails cant make online or over the phone payments........HORRIBLE...don't use if your are thinking of getting solar panels...ask who owns contract...if it is these people RUN

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