Consumer complaint received 2025-06-25 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Problem with personal statement of dispute
Company: FIFTH THIRD FINANCIAL CORPORATION
State: KY

Complaint narrative:
LOE ( Letter of Explanation ) for Solar Contract Termination In XXXX I started looking for possible Solar Installers. I interviewed XXXX different companies. During the interview process I found XXXXXXXX XXXX XXXX XXXX XXXX ) to have the most transparent pricing and positive ratings with customers and years of experience. I scheduled my Design Review Phone meeting with them for XX/XX/XXXX. In this review, the proposal they suggested showed that we would be consuming more than we would be producing. I brough this concern and said we have to be net XXXX or better to move forward. XXXX stated they underestimate by 30 % or more and have never seen a customer produce as little as they quote. They do that intentionally as to under promise and over deliver. They said over production is massive in the XXXX  and XXXX  and those over producing months are so much so, that you carry over these credits held by the electric company throughout the XXXX. 

During this call they stated that the energy I would be putting back into the grid was received by the local municipality and credited back to me XXXX  for XXXX. We discussed the option of a larger system on the roof and they said they would know more once they came out to physically measure my roof. We discussed best time of year to install and agreed that we would wait till early to XXXX XXXXXXXX. The XXXX rep walked me thru the entire loan terms and setup, acting as agent of the bank. They reviewed all information about the loan and how that process works. At the end, they gave me a phone number to call to finalize approval. That phone number reached an office line that was closed for the day. I called the next day and setup financing, at that time still thinking XXXX was the solar installer and bank lender. The Finance documents I signed on XX/XX/XXXX via XXXX XXXX was while I was on the phone with XXXX XXXX XXXX and before any approval process took place on XX/XX/XXXX, and that was ONLY because I had a new credit lock on my credit and had to contact the phone number provided by XXXX rep personally to verify my identity and approve a new credit approval on my credit. ( previously been exposed to potential breach from a different lender ). Otherwise ALL of my application and loan documents would have been reviewed by XXXX completely, none by an actual Dividend Finance licensed agent. 

Physical measuring of my system occurred early XXXX ( XX/XX/XXXX? ) and the technician at my home measured with a drone, never actually on the roof. We discussed size of system and how I found out the credits were not XXXX  for XXXX  from municipality. He confirmed and said it was XXXX XXXX  on the XXXX. I later found out it is actually 69.5 % credit per kilowatt/hour put back into the grid and received by electric company. This was going to cause my system to be even more undersized. I requested the technician measure for how much larger the system could be made. 

The next week around XX/XX/XXXX I received notice that the system design and engineering had been completed. I reviewed the design and called my rep XXXX with XXXX. We discussed how this was not going to be a large enough system and we needed to see more panels on the roof in order to break even. We discussed how We could foreseeably increase system loan cost by no more than {$30.00} from original quoted price and reminded him that in order to continue as stated in the beginning, we had to get to at least net XXXX or cheaper per month ; not more expensive. He promised to work on additional measures. 

I was quoted early XXXX installation based on the required steps in the project and needed permits, etc. This quickly got pushed way ahead of schedule and on XX/XX/XXXX I received notice that all permits and plans were approved and my project was moving to installation. I called and brought concern about installing in XXXX saying that was the least efficient time of year for solar and I would be starting at a disadvantage. They assured me that the system designed would be over producing and I would quickly come to breaking even or better with XXXX  XXXX  already having taken place that day. I reminded them that I was expecting measuring to show where more panels could be added to my system and wanted to discuss cost of this and add to my project/proposal. XXXX assured me the system was maximized for my homes usage and roof space. They said that when they do come for installation, they would re-measure and draw layout on the roof itself to show that my system was at maximum capacity with available space. 

Around XX/XX/XXXX I received a phone call asking me to schedule installation date that month. I again brought up concern about installing in XXXX and the undersized system proposal. They said it was a good time to install and doing so early would give them some time to remeasure my roof and add to my system if available. I reminded them again of the mitigating factor that I had to be at net XXXX or cheaper than prior in order to move forward. They assured me if more could be added, it would not be more than {$30.00} a month from current payment plan of loan agreement and that my system would be able to produce enough electricity to give me a XXXX XXXX  bill in the spring and early summer months. I later found out this is not true. The Local municipality charges a minimum fee per month and connectivity charges for your bidirectional meter. This was another fee not disclosed, though XXXX promised to handle all of the interconnect setup, fees, and logistics with the electric company when setting up my solar grid connected system. I again reminded them the system needed to be larger and installation should wait. A different person called me from XXXX, no longer XXXX. This person promised me a re-evaluation day of install and recommended I go ahead and install as soon as possible to get things all set up and move forward with adding to the system if needed. I agreed and we set installation date XX/XX/XXXX. It was around this time just before installation that I received an updated proposal with XXXX additional panels showing on my north facing rear of house roof line. This is the least effective roof line for solar, but we discussed and said upon install they would determine best layout and move panels if needed. IT was noted that they proposal had the original XX/XX/XXXX date listed and this system size would replace the existing proposal. 

The day of installation, I talked with the installers and told them before they put anything on the roof to make sure they remeasure and rework the layout because more panels were going to be added, and if no room for more panels, they were NOT going to install that day. They informed me that they only brought XXXX panels with them per the old proposal that day. I assumed a new proposal had not been shared because they said they would have to confirm if more panels could be added after physical measuring had been done. I shared about how a proposal had been sent to me that had XXXX extra panels on the north facing roof. They got on roof and measured. Upon measuring, they showed me a hand drawing of a new layout which added extra panels to the front/south facing roof, took all panels off the front XXXX facing roof sections, and put all the additional panels on the east/west rear facing roof sections. This freed up space for the unused east/west section in the front of the house and XXXX additional panels would fit on those sections, not even needing the north facing rear roof line as it is the worst for solar as stated by the installers that day. He promised he would take this info/new layout and additional room back to office and rework the proposal. He said he would install a control unit in the back of the house that had an extra circuit space and go ahead and pre-install wiring for that extra leg/circuit/series of panels. I agreed and after installation he walked around the house showing me where he had added the larger control unit, an extra circuit space available in that panel, the extra pre-installed wiring, and the extra conduit and XXXX under the solar panel closest to where he had marked the additional panels should be placed. This XXXX has the other end of the pre-installed wiring, waiting to be connected to the additional panels. 

That day, I called and spoke with XXXX and this other person that convinced me to allow early installation. We discussed the findings and they agreed to get to work on the additional proposal and that we could wrap all of it up into XXXX contract and loan agreement that had already been approved and that they would get back with me ASAP. 

On XX/XX/XXXX I received an email from the bank Dividend Finance and was told my project was complete. I contacted Dividend that day at the number provided and informed them of my concerns that the project was not complete, and additions were to be made, inspection hadnt happened yet, and that the system wasnt even turned on because it hadnt passed electrical inspection. They told me over the phone they would note that on my account and get back to me if needed. 

On XX/XX/XXXX, I received email stating Dividend Financing is complete, and contractor is being paid. At this time, for the first time, I was provided a loan guidebook which details out terms, responsibilities, and important information. I emailed back and reminded them in writing that my system was not complete, not functional, and not turned on and they should not complete payment. I contacted XXXX and reminded them I was waiting on a system update/new proposal and install date of the remainder of the system. Also asked about when the system would be inspected by state electrician for consumption. They told me they would get back with me and usually inspections take a week or XXXX. 

The day I talked with Dividend Finance they said they would not reverse the payout to installer as they had met their requirements and sent over completion evidence based on original proposal. I told them of my verbal conversations, and they refused to listen, stating everything with signatures was all they reviewed. 

XX/XX/XXXX, Electric Company was out to inspect the meter and see if the system was done. I talked at length with him about the system, the solar company, and other solar issues. 

I dont remember when the inspection happened, but it was faster than XXXX weeks. I continued to call and reach out to XXXX to ask about proposal/install updates. And finally received a new proposal XX/XX/XXXX. It contained the additional XXXX panels and at that time had no additional cost details. I asked about that and XXXX said he was working with management/upper leadership to work this out and would figure out a way to get this to me in the budget I proposed or at no extra cost to keep me a happy customer. 

I continued to reach out to XXXX asking for updates till I found out everyone in the office was fired XX/XX/XXXX. No one would answer their phones anymore and no one responded to inquiry in the app/website contact us section XXXX XXXX texted me XX/XX/XXXX and confirmed this to me, but by this time there were multiple threads all around the internet from customers discussing how XXXX just vanished. I drove up to their local XXXX KY XXXX, and I met the landlord who was sitting in the parking lot. He told me he was trying to track them down and they owed on their lease since XXXX non payment and they had cleared out all their products/hardware and most of their office equipment/supplies and they hadnt heard from them and were XXXX contact with him as well. 

When I realized XXXX was going out of business, I started reaching out the owner XXXX XXXX, on every social media platform I could find him. Before he cut off access to his website and business phone numbers, he told me via reply that he would take care of this and get back to me ASAP. Later that week, I was blocked from his profiles and his message reply to me had been deleted/blocked. I later received a letter from his bankruptcy attorney to stop contacting and harassing him and that I was being listed as a creditor in his bankruptcy case. I contacted a few lawyers for advice, and they told me that I was a small fish in a big pond and would likely not win and only lose money if I tried to file claim against him in bankruptcy court. 

the end of XX/XX/XXXX thru XX/XX/XXXX, I continued to ask Dividend Finance for assistance in getting a refund from XXXX as part of the price was to include warranty of parts and labor, a roof leak guarantee, and free maintenance for the life of the 25 year loan term. I provided them with proposals, utility bills, and explanation of these verbal promises made by XXXX. Dividend allowed me to put my loan under review of complaint, but would not send me any written communication, hung up on my phone calls several times, refused to escalate my case or allow me to speak to a member of management. They continually ignored my request to recoup or make restitution for their business partner XXXX. They said they were not in business with XXXX and never made out to be. However, XXXX acted as their agent when selling me the loan terms and financing and tied the financing terms and price to the expressed warranty and service. 

Dividend Finance provided NO consumer protection or separation of individual businesses between them and XXXX. They did not seek my authorization of payment, nor did they listen to me the day of disbursement when I warned them the project was not complete. They offered no assistance or any sense of responsibility to protect the consumer from fraud or bad situations. My solar system is now far under rated, under producing, overpriced for its production and value, AND contains none of the expressed warranties. Dividend stated more than once they are not responsible for any warranties expressed and would not be helping consumers in that way. Again, I never could get them to respond in writing or send me written communications. I was hung up on and threatened multiple times while seeking assistance and help as my banking institution. 

I asked what consumer protections they had in place and how did they know the proposals provided by the installer was the last proposal they showed me? They had no answer. The XXXX companies acted as XXXX entity yet claimed separation and negligence. I have proposal showing same date as original with additional solar panels, but it must not have been submitted to the bank. Then when the XXXX said they were complete, the bank paid them without checking with me. The system hadn't even been inspected or tested yet. I told them this and that it wasn't completely installed, and they said that was a conversation to have with the installers, not the bank and they didn't need my authorization to pay the installer. 

I hired an attorney in XXXX. And have sent Dividend Finance XXXX letters explaining this and stating we wanted cancellation of the contract/loan due to consumer protections fraud and lending practices. They have NOT responded to the certified letter sent beginning of XX/XX/XXXX.

Company response to consumer: Closed with explanation