Complaints

• Initial Complaint

  08/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have had my solar panels since last year and I recently have begun having production problems since 7/04/2023. I have called many times to report my issues only to have an operator/customer service agent simply tell me Ill contact a technician and call you back Ive been waiting for a call back since 07/11/2023 and havent received a call/ email. So I finally called back again today. Only to recover the same answer. Please help

  

  Business response

  08/15/2023

  In response to ****************** complaint. 
  
  I called ************** yesterday at my earliest availability after receiving his message regarding a potential production issue with his system.  We had a pleasant conversation wherein I obliged his request by verifying production data that I was seeing on my end versus what ************** was seeing via his monitoring application.  ************** concluded that the issue with his system must be related to the noise filtering issue with other systems in his area as mentioned to him by Enphase based on the production data being reported differently on his monitoring application versus what I was seeing on my end.  Per **************, ******* did mention to him that he could purchase a noise filtering device to resolve this issue which ************** indicated he is willing to do.  
  
  Contractually, ************** does not have a service warranty with Energy Renovation Center outside of the one year unconditional period.  Under the one year unconditional warranty we will conduct a service call at no cost to address any potential issues the system maybe experiencing.  Beyond the first year there is only a manufacturer's warranty in place, and any request for service would be at cost however, as I explained to **************, we are currently not conducting any service calls at this time beyond the system's first year in operation.  I was able to connect ************** with a local service provider that could perform a service call on his system.  With ****************** permission his contact information was provided to the local service provider, as well as providing ************** with the local service provider's contact information. 
  
  I did provide ************** both verbally and via email with production report which showed that the system produced 13,300kWh's in its first year of operation.  Per contract, the estimated annual production was 12,260kWh.  The energy that the system produced exceeded the estimated number.  I also provided ************** with a year-to-date production which showed that over the last eight months the system produced 8,090kWhs.  The system is on target to once again meet its estimated annual production.  
  
  I did follow up with ************** this morning to confirm he received my email and to address any questions that he may have.  ************** thanked me for my assistance with this matter and no had further questions or concerns at this time. 

  Thank you. 

  Customer response

  08/16/2023

  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.
  
  Regards,
  
  *******************

*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. ↩