ComplaintsforFoothill Electric Inc.

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We added $62,000 worth of solar and backup batteries to our house, and they are to service it and warranty it, but they refuse to do so. Things still malfunction commonly, and the backup battery does not work for backup at all.They use excuses that do not matter to claim they do not have to be the servicer they are required to be.

  

  Business response

  07/10/2024

  *********************;

  Customer response

  07/10/2024

  I am rejecting this response because:

  There was no response. It was just a name.

  
  

  

  Business response

  07/11/2024

  My Apologies.  I had logged in to review and start a reply. When I clicked on "From" to enter my name my keyboard on my phone appeared.  Upon typing my name and hitting enter it said I had submitted my response.  

  As a result of this complaint I have reached out to the customer and am working on a resolution with him direct.  I will respond to this complaint soon through the portal here but was hoping to yet again appease this customer and have him withdraw this complaint.   

  Thank you and sorry for the previous error in submittal

   

  

  Business response

  07/18/2024

  Equipment has been installed per Pansonic oversite at the time and serves backup power for all the loads the customer had indicated they needed.  They had been informed the entire house should not be backed up due to battery limitations, but the Brights had special circumstances in which ***** indicated they needed the whole home back up.   We maximized *********** ability to serve the home and upon final installation tested the system multiple times with ********* and the Brights knowledge.  The system functioned every time loads to the home were mitigated and not overloading the battery.  Over the course of the last few years they have had some equipment failure in which they reached out to us and we supported for the first couple years.  After we have neared the last year or so and equipment failures have happened we have not been able to support as quickly as they demanded or have not had the credentialed personnel to contact *************** ********* requires a course to be taken to work on their systems and since the install of their system we have had 3 technicians go through the course and none of which work in the industry anymore leaving us without a credentialed tech.  

  I had offered all the information possible to have them reach out to a current credentialed local company to help them out with the equipment warranty with the manufacturer and they believe it is our responsibility to maintain and service for free the life of the system. Under no area in the contract or verbally has our install contract ever guaranteed continued service on a solar/storage install without being expressly written. 

  We have continued to work on this with them this time included and ask this complaint be removed by the customer or dropped by the ******************** as our workmanship or labor warranty does not cover equipment failure, continued maintenance nor money back guarantees from the equipment manufacturer.  

  If the equipment is failing a case should be taken to ********* directly which we have facilitated contact with all parties to the best of our ability.

  We have another scheduled meeting in which we have a tech arriving at the system Friday 7/19/2024 per ******************** set appointment with ********* to still support this system free of charge even after this complaint was filed.

  Thank you for your consideration to our side of this unfortunate ongoing issue between the Brights and *********.

  Customer response

  07/18/2024

  I am rejecting this response because:

  
  How did you reasonably sell such a vast, expensive system without a long-term service agreement? This is ridiculous! Who is the simple POC to service this $62,000 worth of stuff added to this house?

  We need a servicer otherwise we are unlikely to successfully sell this house. The new home owners are going to need a servicer for all this equipment.

  

  Business response

  07/23/2024

  Since the last rejection of our response, we performed a site visit (7/19/2024) to provide unpaid support while engaging on the scheduled call with the manufacturer. According to the manufacturer the system is in need of updates which could not be done over the air due to the homes internet connection with the system.  **************** is working with the manufacturer to be sent the software update via email.  As of this response we have not seen any emails from the representatives of the manufacturer.

  Again, we understand the frustration when manufacturers do not provide adequate support of their products. It is unfortunate ********* has not been able to grow the energy storage business to a point of which **************** feels better supported.  We have seen with so many manufacturers, the most recent being Sunpower over the last week, the solar energy industry is extremely volatile. 

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