Complaints

• Initial Complaint

  07/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Arrow Solar came and sold me the solar panel pitch in March 2022. They were installed, city approved and allegedly operating on April 20, 2022 and that I would have my first payment deducted on June 1st, 2022 thus giving me six weeks of solar reservation. I receive my electric bill only to discover that my solar panels are not functioning. I call Arrow and they deflect and blame everyone including me. I had conversation after conversation with Arrow to no avail and no resolution yet my money is being deducted for payment of operating solars. By the end of June, I am more than frustrated with the lack of customer service, non response to my phone calls, so I let them know that I will not be making any more payments for a service I am not receiving. Within a few days, a tech arrives to look at my solar system. I walk with the tech and show him the solar unit and solar electric box and the panel lever was set to "OFF." It had never been turned on. Arrow Solar blamed the electric company and me. Arrow Solar was not concerned with the six weeks of missed opportunity of solar reservation as they had already been paid and were not willing to work with me. Arrow stated I should contact the other two businesses they work with even though Arrow Solar is who supplied the panels. Arrow Solar also works with the finance company **** **** and with the solar representative from ***** ****** All three have failed to recognize this subpar customer service, the complacent Arrow Solar staff who yelled at me yet the other two businesses continue to do business with Arrow Solar which implies they are in agreement with the subpar service, product and customer service.

  Business response

  10/14/2022

  I want to start by saying thank you to ****** for taking some time yesterday 10/13/2022 to speak with me regarding her solar issues. I am happy to report that after speaking, I believe the customer is satisfied with the resolution.
  
  We agree and do not dispute the customers complaints and issues with getting her system up and running. Her customer service was not excellend and we apologize for that. 
  
  As a remedy, we sent a technician out 6/27/2022 who was able to diagnose the issue and get her system connected to monitoring and up and running. 
  
  As a result of this delayed interconnection, the customer missed about 2 1/2-3 months of production and was making loan payments while the system was not operational. We apologize for this and understand the frustration.
  
  As a remedy, we sent the customer a check for 3 full months of her loan payment at $183.00 for three months, or $550.00. The customer has agreed that this solves and remedies the initial issue and that her system is functioning now and correctly. I have attached images of her monitoring and a report showing the down months, as well as the operational current months.
  
  We do have one more task to complete for full resolution of the customer, which it to complete her installation of the generator she purchases (was on backorder until very recently). We have scheduled with her a time in the next two weeks to go and finish the completion of the generator install. 

   

  Again, I want to thank ****** for being understanding and patient. She was very kind on the phone and flexible and we do understand her frustration. I am glad that we have reached an amicable agreement regarding the remedy and I am sorry it happened in the first place.

  
  Sincerely,

  
  ***** ******

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