Complaints

• Initial Complaint

  12/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I live in *********** and hired this company to come and review my ******** solar system. ******** recently went into bankruptcy so i looked for a company familiar with the system. When I hired them they said they had been SunPower installers and are familiar with the equipment. I told them my system was only working at about 50%. They quoted $400 but said if it were an easy fix they would prorate that amount. Their worker ***** came out as scheduled (December 2, 2024) and was a very nice guy. ***** was here for about 90 minutes and agreed that about 50% of my panels were not working and he thought it was probably a software update that was needed. He said he would have someone from his office call me with some possible options. I paid him the $400 and he left. During the next week I called their office three times in the first week and left messages for someone to call. No responses. I have texted with ***** 3 times since and he tells me that he has alerted his office each time. It has been 20 days and I have not even received a courtesy response to any of my calls. What kind of business is run like this? I knew I would be paying the $400 for the inspection portion but with what I believed was a reasonable assumption that they would give me feedback from the inspection that would help solve the issue. At least options to do so. instead they cam out and told me what I already knew (that 50% of my system is not working). They cashed my check and will not even return a call. This is opposite of what the worker assured me (that they would call and offer options for repair). They need to finish the job I paid them for which was to inspect my system and provide options for repair.

  Business response

  12/26/2024

  After receiving the complaint via a ****** review on 12/22 (and subsequently in this email on 12/23), our head of customer support contacted the client, and we believe we have solved the issue to their satisfaction.  If this is not the case, we welcome further discussion until we can make it right.  

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have a newly constructed home which Green Convergence did the installation of our ************** System { Panels on roof, *********** Walls in basement, and all of the supporting hardware/electrical }.On 16-Aug-2023 we noticed one of the panels (over 20 panels were installed) appears to have delimitation problems / damage. We notified Green Convergence and began to exchange emails to have them inspect and repair/replace as appropriate.They have agreed to replace the panel but we have been caught in a never-ended series of email exchanges to get them to actually perform the replacement.After over 8 MONTHS of delay we have finally been forced to work outside Green Convergence for a solution. Their **************** Rep. has been ignoring our attempts to coordinate a replacement and we have no option to escalate the issue within Green Convergence (please see attached PDF for the timeline of exchanges on the problem).

  Business response

  05/07/2024

  
  We have reached out to ***** and ****** in an effort to resolve the situation.  After presenting options to them, they have decided to proceed with the replacement of the broken panel and the addition of one extra panel to address their overconsumption concerns. Our head electrician and co-founder *********************** is going to assist in resolving the electrical issues which he thinks might be connected with the elevator.

  
  To move forward, we need to obtain a permit from the Los ****************** of ******** and Safety (LADBS) for the additional panel. Our permitting department has initiated the permitting process and will update the panel  placards accordingly.  Assuming the second panel arrives on time, we are scheduled to perform the work this Thursday, May 9, 2024 as planned.

  It is our understanding that ***** has graciously agreed to withdraw the BBB complaint.  If this doesn't solve the issue to his satisfaction, we are happy to do what it takes to make this right. 

  We are making all efforts in resolving this matter to the satisfaction of our clients.
  
  Best regards,

  Green Convergence

  Customer response

  05/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Additionally I wish to express my appreciation to the BBB and to Green Convergence for the level of expertise that they brought to resolve the problem.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  08/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchase solar system from SunPower, installed by Green Convergence. It was paid in full and have 10 year warranty.)n May 27, 2022 the system stop working. Immediately, I notify SunPower and reported power outage, including the error message from invertor and ask for repair. I was told they will process my request in corresponding time. In next month I called them every week to inquiry about the progress. I was always assured, that it is only matter of time, since they are very busy. After more that month I demand to speak to supervisor. When I spoke to him, he disclose the fact, that SunPower is not going to do any repairs, since the system was installed by Green Convergence and recommend me to call them. I did that, tell them all information including error message from inverter. They acknowledged the problem and agree to replace the inventor. They schedule day for inspection and on that day they determined, that solar inverter indeed need to by replaced. They promised order one and replaced in 3 weeks.That newer happened and Green Convergence stop communicate with us. We are without generating solar power for more that 3 months without any hope for repairs of the system still under warranty.

  Business response

  01/31/2023

  ************* indicated to us that he would withdraw the complaint on 9/27/22. We communicated this to ***************** at BBB with the following text: "Hi Nat,
  Our head of customer care was able to talk to ************* today. We believe we have solved the majority of his issues and agreed on a timeline to finish the rest. He agreed to withdraw the complaint. In light of this, we will not be submitting a public comment by tomorrow's deadline. Please let me know if ************* does not withdraw the complaint and/or if a lack of response from us will reflect badly on our company.
  Thank you
  ****" We were surprised to be notified in January that the case was being marked closed without comment. We thought a comment was not necessary because the client was removing the complaint. We again reached out to *************** who repeated his wish to remove the complaint, but he said that he didn't know how. Again we reached out to *************** who was going to contact ************** to help him remove it. The review is still up and marked "Unanswered". We certainly didn't want to end up in a position where we look like we aren't responsive, but we didn't respond on the understanding that he was rmeoving the complaint.
  Could we at least reopen the case so that we can have a chance to respond publicly so this doesn't appear unanswered? The ** grade is hurting our reputation and the client who was upset has been satisfied with our resolution. It seems we are just hung on the technical block of him not knowing how to remove the review at this point.
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩