Complaints

• Initial Complaint

  10/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A solar panel was installed this year, since April 24 multiple problems on getting the system going. Finally the job appeared to be completed but as of today 17Oct24 I have not seen any decrease on my electric bill. I have been communicating via text since April24 since the many times Ive called them there was never an answer, messages were left without any call back and without a resolution to the problem. Now the the first payment is due almost 6K and I still have not seen one ***** in savings.

  Business response

  10/18/2024

   

   Good morning. As a company, our number one priority is to ensure that the customer is completely satisfied, and if that is not the case, we do everything necessary to make it so. In the case of Ms. ****** M, I am surprised because we have been extremely careful with this project and have worked very hard on it. Here, I am sending you the entire process and all the evidence

   We completed the installation of the system within the expected timeframe and followed all procedures perfectly. During the inspections, the inspector from ***************** found irregularities in the Main Breaker Panel that had nothing to do with the solar system installation. We had to perform additional electrical work in your home to resolve the situation so that the city could then proceed to close our solar permit. Once this was resolved, we proceeded with the **** all in a timely manner, and activated your system, which is now producing perfectly, as you can see in the attached report.
  The only issue we encountered was that your home modem was not close enough to the solar equipment, which prevented us from activating the device that allows you to monitor the system. However, the fact that you cannot monitor the system does not mean that it is not producing.
  I have been in communication with the customer; the last message I sent, which I have proof of, was on October 16, and before that, on September 19, when I sent my technicians to assist with the Wi-Fi issue. We have done everything within our power, and we have left the system functioning perfectly

  We completed the inspection and resolved the issues with the main breaker panel in the customer's home in March 2024. We obtained the *** on June 20 and the permission to operate from FPL on June 28, at which point we went to her home to activate the system. I have also included the texts Ive had during this time with Ms. ******. The last time we were at her house was on September 19 to assist her with the Wi-Fi connection, which was resolved, as you can see in all the attached evidence. Thank you very much

• Initial Complaint

  09/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  1.Product misrepresentation- Product's features/Usage Power NEVER turning off if we were to lose power. Not True. Additional equipment required. 2.False financial statements -Program rebates- 30% Rebate check for $15,000 and another Rebate $10,000. Not True. *** issues a credit not a check for amount referenced above. 3.Contractual promises -Financing terms- 6 months without payments after final inspection. - Not True Payments due immediately 4.Monthly payments of $360.00 a month after receiving rebate and sending the funds to the financing company. Not True. No rebate is given therefore payment is actually $480.00 The above-mentioned misrepresentation and intent to deceive has resulted in a significant financial loss for me and my family.

  Business response

  10/04/2024

  After discussing the matter at hand and reviewing the contract we have to disagree with the claim you are presenting us at this time. 
  
  There was no product misrepresentation. 
  When Issaac, the sales representative was there he carefully explained how the solar panels function. 
  Solar panels produce energy in order to offset a percentage of your electricity bill. 
  When adding a battery with backup then it does in fact function even if there is no electricity in your home, utilizing the energy it has stored. 
  Unfortunately, since you did not purchase the battery and backup option, you would not have power during an outage, as outlined in your contract.
  
  The rebate is in fact a program you qualify for once you file taxes. 
  You qualify for one tax rebate for the installation of solar panels and another for insulation and ac. 
  We are not accountants nor tax specialists but when you do your taxes you will get your rebate. 
  
  We offer many financing options which were all thoroughly explained to you. 
  Some financing have the option that allows you to start to pay after six months and others you need to start right away but have lower interest rates. 
  You chose financing with a lower interest rate that does begin payment as soon as installation is completed. 
  The amount you are responsible to pay monthly to financing is written in the first line of your contract, which is $480. 
  
  The contract was signed on July 19th and installation began August 14th, all these questions could have been addressed previously. 
  At this point we urge you to sign PTO (permission to operate) which is needed in order for your system to begin to produce energy for your home. 
  If you have any questions feel free to contact me. 
  Have a wonderful day!
  

  Customer response

  10/04/2024

   
  Complaint: 22359069
  
  I am rejecting this response because: The response is a lie. We have a recorded conversation with the Manager and the sales rep who called us on a recorded line where the rep admits not knowing the financing terms changed. Please see my reply. 

  Sincerely,
  
  Ana Gil

  Business response

  10/10/2024

  Dear Ms. Ana Gil, 
  The financing was not changed. It is indicated in your contract, we emphasize the financing terms. Not only did you not address us sooner but you did sign contract with us and financing as well. We are very sorry you have a misunderstanding but it does specify everything. Please be advised, at this point if you do not sign PTO we will have to take legal  actions because it is mandatory by law for us to get PTO. 

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