Complaints

• Initial Complaint

  11/03/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The company installs solar in my house and fails to provide me with monitoring access. The person I am dealing with the company keeps promising me to provide me with access. But this promise never materialize. I need help in in having them comply with our agreement.

  

  Business response

  12/12/2023

  Hello,

  We cannot find the file with the name and without the address. We request the customer's full information reflecting the person on the contract so we can respond properly.

  Thank you.
  

  Customer response

  12/20/2023

   
  Complaint: 20821836
  
  I am rejecting this response because the company installed my solar in my house and the contact person in their company is *********************** i've been in contact with him from the start prior to the install i have all the communication in regards to this matter that a monitoring access to my solar will be provided and until now its almost two years and this has not materialized. i have the receipt of the payments that's paid to the company and text messages in between me and *********************** that a monitoring access to my solar panel will be supplied. 

   

   

  
  
  Sincerely,
  
  ***************************

  

  Business response

  01/04/2024

  We have found a file from 2021, prior to getting digitalize, hence the delay. We will contact the customer at ************ on 01/05/24.

  Customer response

  01/11/2024

   
  Complaint: 20821836
  
  I am rejecting this response because: Elite Home Remodelling representative named ******** reached out to me last Friday, January 5th. That a technician from Southwest Solar will come in my residence on Tuesday, January 10 at 9am to check my solar system. So the technician came named ****** from Southwest Solar and diagnose that one part thats monitoring my solar panel is defective and 4 out of 6 solar panels is also defective and needs to be replace. One part been replaced but 4 solar panel is still needs to be replaced. He said he will write a report and will inform Elite Home remodelling of his findings. I texted ******** and he called and informed him on the outcome of the test. He told me told that he will talk to the technician and will replace the 4 Solar panels thats defective. Till then haven't heard back from the company. Maybe I should wait till next week if they will come to replace the 4 defective Solar panels in *******.
  
  Sincerely
  
  ***************************

  

  Business response

  01/11/2024

  EHR will provide a replacement of the panels, free of charge if they were found defective. ******* will stay in touch until everything is fixed.

  Customer response

  01/16/2024

   
  Complaint: 20821836
  
  I am rejecting this response because: The technicians AJ and Salvador from Southwest solar  came yesterday January 15, and replaced the defective optimizers. I asked them that after replacing the defective part that they show me that my solar setup is working and ******** said yes sure. But they did not do that, they do not have time.

  Monitoring access to my solar panel is still unresolved. The company has to send me a link for an invite so that I can create my profile and get access to my solar panel and check production of my solar panel as well. At this time this matter is still unresolved. I informed ******** of EHR of the work status that the technicians did yesterday as well

   I hope this matter could be addressed soon and provide me my monitoring access to my solar panel setup.

   

  
  Sincerely,
  
  ***************************

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