Infinity Energy (Infinity Solar Systems LLC)

After one year I am still waiting for easily fixed issues by Infinity Energy (of NJ, https://thenewutility.com) It is understandable, especially in businesses that have remote work that quality and miscommunication issues may arise. A Contractor must be prepared to resolve these issues immediately. We all can accept that things happen. What is unacceptable is when a Contractor will not take responsibility and aggressive action to rectify an issue created by them. I brought to their attention immediately upon installation completion 2 issues: 1. Damage occurred to the ridge vent (crushed when either stepped on or a panel dragged across it) This is very important because of it visually looks like a dip in our roof, and the ventilation is not blocked anywhere along the ridge 2. That the panel Placement was not in the agreed upon design and production analysis result. This is very important because this disrupts optimum solar future expansion of the system on our roof without moving the array and will cause additional expense to us, And, also because it may be the reason why the System has only achieved 88.6% of its design output. Now let me state here that if only 90% of a guaranteed production is common then the consumer should be informed and not be making a decision from the offset presented, called a “guaranteed ouput”, no less! In my case, this calculates to a 2307 KWh deficit after 1 year which has significantly reduced the ROI from my projection determination that the Solar investment would be financially prudent. (By the way, there also is a production guarantee with Infinity but the small print reveals it kicks in after 4 years and coincidentally also 90% of design, and they will not fix but only compensate you for lost KWh at the installation date’s electric rate). Apparently, these important issues to me, nor a satisfied customer are not important to Infinity who responded slowly at first requesting documentation which I provided immediately and finally dismissed my repeated emails when I told them I would no longer argue with them, but also not recommend them. I repeatedly tried to resolve these issues with Customer Service reps, the Consultant, and Service at Infinity to no avail. Additional notes on the placement error are that we went back and forth modifying the proposed max fit design to balance the panels on the 2 roofs. When we finally got it perfect to allow for future fill-in of the moved panels I was asked to sign off on the design. The Solar Consultant assured me there was no loss of any KWh in the analysis. They submitted a different layout plan to the town permit application and that plan was not installed either. The efficient install team was hurried with a 2 ½-3 hour commute each way to finish the installation in 1 day. Infinity Solar is invited to address these issues, resolve them, honor their installation guarantees, and receive a satisfied customer who will gladly refer them and reach out to them for future expansion and battery investment opportunities. Otherwise, this is not an Elite installer and I would not recommend this company that will not stand by their workmanship and proposal promises.

Clear, regular communications throughout a large solar install; excellent workmanship; impressive warrantees and follow ups...We were relieved that this big-ticket upgrade to our home went so smoothly! Thanks to the many folks involved. The design was precise, but what made IE so good, in our opinion, was the careful customer service connection at every stage.

I loved Infinity early on and fully expected to give them five stars. We all know that solar takes a long time to get going (about six months from contract to PTO in my case), and that’s not what this is about. There were just too many oopsies where installation errors led to over a six-week delay in approval to operate and misinformation cost me $3375 in a lost battery incentive. Although a three- or four-star rating may carry more credibility than a two-star rating, I think that they’ve earned the lower evaluation. Perhaps they’ve just grown too quickly, especially into the further reaches of central CT. Now for some details. First the good parts. Scott G was a great sales rep. He’s very knowledgeable and straightforward, presenting options in a balanced way. He didn’t try to BS me as some other reps did, and he talked to my technical level. (For good or bad, I have a technical background and I read up a lot before contacting installers.) Everyone at Infinity has been incredibly friendly and informative, and the system is now fully up and running. The installation was very tidy, and cleanup was excellent. Now the not so good parts, in increasing order of concern and when they occurred. First miscommunications. There were a gazillion, and I have the emails to support my side. The site surveyor didn’t know that we wanted a battery, causing a lot of back and forth later on. The design plans had the battery outside, even though Scott and I were both clear than it would be in the garage. Then there was confusion about where it would go in the garage. Early communications completely mis-stated our pre-solar annual electrical usage. The roof layout was supposed to be 2x9 (very appealing and nicely filling the roof). The design plans showed 13 panels on the main roof—some vertical and some horizontal—with 5 on two other roof sections. Ugly and less solar production. I only saw this change on the plans; nobody actually let me know. After many emails, the original 2x9 arrangement was OK’ed, and is what’s up there. I was one email away from going elsewhere. Then came some minor oopsies. The wrong production meter was installed, and it was hooked up contrary to the requirements of our electric company (United Illuminating). Another visit. On installation day, the workers didn’t know that the engineering plan required reinforcing beams in the attic. Another visit weeks later. CT has an amazing plan for batteries, which pays a large upfront incentive to allow the utility to draw down the battery on summer afternoons, plus additional incentives to draw down rapidly when there’s excess demand on the grid. Scott informed me that the Tesla Powerwall qualified for the full incentives, but it doesn’t. That cost me the upfront incentive of $3375! I would’ve gone with another battery and receive the incentive. Finally, the system failed two United Illuminating “witness test” inspections, due to a completely discharged and inactivated battery, lack of a terminator on the battery, and connecting two wires to the wrong breakers. Additional visit to fix. These failures delayed PTO by over six weeks. Again, I understand that various steps take time, but these were errors, not time spent waiting for an inspection.

I got solar installed 2 years ago and am remiss I haven’t left a review until now. I am very happy with my decision to go Solar. The Infinity team made the process seem easy. We have needed some help after installation for a couple of minor technical adjustments and the team was friendly and responsive. If you’re going Solar I suggest you speak with Infinity.

Infinity Energy makes the process of going solar simple and seamless. The sales process is was transparent and honest. The service team is prompt and polite. I highly recommend using Infinity to go solar.

Update:- I hate to say , as soon as the work is done and writing a good review they show their true colors . They act as if they have nothing to do with me. They don't even have patience to listen to the issue i am raising and make their own assumptions with no logic. Hard to ask for service person to look at the issue even thought Enphase engg opens the case for infinity tech to perform the task to check the functionality. Pathetic service and threaten by saying "We can not address what ever Enphase tech ask them to do"