ComplaintsforGRID Alternatives Central Valley

• Initial Complaint

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In December 2023 the issue with my solar panels had been brought to my attention as we received a very larger than normal True-up bill. Enough to realize my next bill would be over $4000,00 dollars, which caused many concerns. I reached out on Dec 26th leaving a very detailed message. Assume with holiday schedules it would be the first of the year before I received any type of response. To my surprise I in fact received a response from ***** from Grid Alternatives on 12/27/2023 but via text. I explained the issue at hand and was given a "troubleshooting" task to reset the solar system. I followed these steps and sent pictures along with the outcome details via text the next day 12/28/2023 @ 9:12 AM. From there I received nothing back. On January 5th **** ***** followed up on my case @ 4:47 PM via text at that same exact time I responded immediately With the same details my solar is not working correctly and that the PG&E bills are coming in very high. ***** responded and said thank you for your messaged and then provided the troubleshooting texts once again @ 4:50 PM, I again immediately responded that this has already been done and sent the pictures of the gateway again. January 10th now same message following up on my case, I aske for a call back rather that that she stated she did not get the pictures. So she asked for them to be email. I did so promptly. Immediately sent a text once emailed asking for confirmation of image receipt. Got nothing. After numerous phone messages left with full details each message, i sent another text on 01/15/****) getting a response on 01/16/**** stating in this scenario a construction team needs to come out. I asked for contraction teams contact details and when I should hear from them and we are now on 1/25/**** without a response to this questions that has been asked on multiple phone messages left as well as text messages directly sent to *****. We are now 2 days from this being over a month without resolution.

  Business response

  01/30/2024

  Thank you for reaching out regarding this client's experience with GRID Alternatives.  We have reached out and visited the client. The issue appears to be with the monitoring device, which was outdated and out of warranty. We upgraded the client to a newer monitoring device, free of charge, and discovered that the solar appeared to be functioning properly. This was confirmed by calling the inverter manufacturer. Our team is continuing to work with the client to figure out why their true up bill from PG&E is so high, but it does not appear to be related to the solar equipment malfunctioning. Even when the monitoring equipment was down, the system was producing power as expected. 
  
  We acknowledge that the communication with this client was not up to GRID Alternatives standards, due partially to glitches in the system we use to track and manage client communications. Although we do have records of their phone calls, text messages, and emails from their initial contact, as well as on 1/5 and on 1/10, we don't have records of a lot of follow **** We are looking into what could have caused this, and how we can fix it in the future. Regardless of that software glitch, this client was in our service queue and we should have contacted them to resolve this situation sooner than we did.
  
  As a non-profit organization, GRID Alternatives exists to serve our clients.  We have resolved the issues this client was experiencing, and we are committed to continuous improvement to provide excellent service to all our clients in the future.

  Customer response

  01/30/2024

   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.

• Initial Complaint

  07/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Grid Alternatives have warranty on my solar system. The system is not producing. After diagnosis, Grid Alternatives Rep said a request has been placed in the queue for service. And, I can expect the service team to contact me in 10 days. It has been over 20 days. It is very hard to reach staff for any information. The solar system has not produced normally for near 6 months. My tenants are complaining and I am not able to hire other company to repair because of the warranty.

  Business response

  07/22/2022

  Good morning. This is David with Grid Alternatives. I set an appointment with Miss. *** for this Monday. This issue will be resolved. 

• Initial Complaint

  03/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The reason I’m reaching out to you guys is because I’ve been trying to get a hold of them and they have not resolve my problem. I’ve been sending them images and photos of the damage of the roof created by installation There wasn’t properly executed Meaning like experience each individual how last the one year of experience installing the solar panels there weren’t suitable to install. I hire another electrician to determine the relation he found translation the beams Being split When drilling into the roof . That’s How the water was getting into the house . I have to contact Them Advise me that will solve the problem This issue started back in November And nothing has been done since they did send someone out but he even stated to contact someone else because apparently the main manager doesn’t want to resolve the issue I want to take my responsibilities of the damage I have gone to the city and the city of advice me to file complaint with you guys. This whole issue has created a lot of stress for myself I’ve been going to the doctor blood pressure has elevated. Spending a lot of time and research finding now who to contact because it’s Company doesn’t wanna take liability for their actions therefore and Bridg the contract that was signed. They originally said they’re gonna come and try to resolve this issue but nothing happened. I have even contacted my congressman regarding this issue I have gone to the city trying to get a resolution regarding this they just told me to file complaint with the state and the state license board. Hey has cost me money hiring The contractor, is so overwhelming and it’s creating hardship financial hardship. I just wanna fix this problem before it gets worse more damage on my roof and inside. Also had electrical issues and damaged drywall inside the house Paul not functioning properly due to the fact of the breakers popping.

  Business response

  03/23/2022

  My name is ***** *** and I am the service tech for Grid Alternatives, a non profit company. My supervisor is *** ******. In response to the complaint, we have made every attempt to resolve this issue. The Homeowner has allowed me to visit on five different days, two with our electrician. The first visit I found a breaker tripped in the main service panel. The homeowner stated he had attempted to reset it but without resolve. He asked why a new service panel was not included with this free solar system, if we had a new panel we would not of had any problems. I was polite and continued on about the breaker. The breaker was not seated correctly so I removed it and replaced a new one in its stead. This was not our solar breaker. A few days later *** contacted me with word of another trip. I returned to find the same breaker on, without issue. *** said it was the switch inside to house. A newly remodeled kitchen and a GFI plug tripped next to the sink. I shot off the main power to the home and inspected the interior of the main service panel. I found one neutral wire that had not been connected to the bus bar. I reconnected it and had *** return into the house and see if the GFI had tripped. It did. I notified my supervisor and he recommended an electrician to inspect home. The forth of January *** and I met with Ben. We inspected the MSP then entered the home to inspect kitchen. Quickly *** realized this was not solar related but rather poor workmanship on the electrical side of the remodel. He explained this to *** and advise him to contact the contractor he hired for this job. This is not a solar issue. The next day I received a text from Ben. He was upset we did not fix anything but pointed a finger at someone else. I turns out his father was the handy man in charge of the remodel. My boss  *** authorized *** to fix the problems no matter the expense. This was done in good faith. I contacted *** and he okayed another visit. The seventh of January *** and I returned to evaluate the details of the job. His wife Lessie met us and showed us in. *** found one major problem with the inside wiring. The GFI plug was tapped into a light circuit above dinning area. The lights had been flickering then stopped when plug was disconnected. Another issue was the garbage disposal. These two plugs were connected together. *** arrived and was angry. He invited us back but had changed his mind when *** explained the repairs may take more than on day to complete. Also *** needed to inspect the room directly behind the kitchen wall but *** then refused access. Again *** asked why we did not give his a free service panel. He mentioned his father knows the construction business. I did my best to calm the situation but he felt he needed to express his anger. He blamed Grid for all of this. Grid Alternatives is going to pay for everything but at that moment it didn't matter. He asked us to leave and to remove the solar system. Soon after, my boss ***, me and the homeowner set a phone conference. This did not go well. Blame was pointed and *** did what he could to resolve this. *** sent photos of an active leak inside a bedroom. Before the call ended, *** informed *** that I must inspect this leak as soon as possible. The photos had a video attached showing water dripping. This was strange because it had not rained for some time. The time stamp on video confirmed this, The Fontana  Weather reports from this week showed drizzle five days before this. The final visit I was glad to have another opportunity to reason with *** and apologize for the problems. The roof leak was quickly found. A rat had chewed through a water drain pipe directly above bedroom. I repaired it with material *** had on site. I went on the roof an sealed some problem areas with a modified roofing mastic. These areas were minor flaws and was done to prolong service of rooftop. He seemed thankful for the call. I asked him what he wanted to do regarding the removal of the solar system. He said he is okay with it. 

  Customer response

  03/28/2022

  The first time **** came on November 2021. at approximated 9’o clock am the field representative from Sunrun and Grid Alterative who identified himself as **** ***. I spoke with **** ***, and I noticed he was not wearing a facemask, which I kindly ask he do so if he was going to enter my home.  My home is located at **** ***** Dr., Fontana, CA *****. **** *** had told me that he was here to inspect the breaker and any damaged done to my property.

  After the solar panels were installed, I was unable to turn the solar panels on and had to await the building inspectors to approve of the installation on behalf of the City of Fontana. Upon received a letter of approval by the City, the solar panels were turned on.

  During the next following days, I notice the breaker box (which contain fuses for my home and pool cleaner) kept disengaging, and thus causing the electricity to not function properly in my home, which I had to reset several times. When the power would go out, I noticed the electricity would not work in two bedrooms in my home, laundry room, to include my pool cleaner located in my backyard would not work or function properly when the breaker would disengage. I had contacted Sunrun and expressed my concerns, which I was not satisfied with solar panel installation.

  Being the second time **** *** went to my property as he went to the breaker panel and tried to decipher the issue, during the time of the inspection **** *** was unaware of the issues and so **** *** called his supervisor which is *** ****** to give an update of what was occurring with the breakers, as *** ****** gave instructions to **** *** objective as to look on the breakers panel wires, then **** *** then discovered the ground wires of the breaker panel had been disconnected from the panel. **** *** then correctly connected the wires packed up and left as he spoken to his supervisor *** ****** as he referred a license electrician by the name of Jim, a pricey individual according to **** being “the best of the best”

  During January 4, 2022, the first visit of *** *** had not been wearing a face mask.

  Which during his visit I asked for his last name, he refused profusely to provide me or his business card, later I then emailed multiple times toward **** *** and finally gave me his information, *** had come for the breakers popping when he had unprofessionally damaged not only my dry wall but my garbage disposal and with these two events I had previously had to replace my coffee maker, oven, blender, my pool pump and digital timer, a top all of this I was only able to use half of my kitchen as more than one use of an accessory would result in the breaker to pop, I never had these issue prior to the installation of the solar panels. And so, *** *** came and check the wiring and the GFI outlets. Nothing had been done that day but damaged, as they packed up and “left” they had been sitting in my driveway for a few hours as I checked my cameras previously, my wife had then saw later that day all then damage to what had been explained above.

  The second week of January 2022, they came, and *** was not wearing his mask properly, this being a very big concern to me as my family are conically diagnosed with breathing problems that include asthma. They did manage to fix the issue of the garbage disposal and kept insisting to fix the damaged for the wiring in my dry wall he must go behind the kitchen area, this being enclosed patio and had cabinets where he was wanting to go to. The reasoning for restricting my patio as I no longer trusted in their work as I did not want any more damage done to my home. Also I don’t understand why Dave  *** kept on stated that my father work on my kitchen and he is not a contractor I did not tell him any thing in those terms.

  I had then hired a **** ****** Electric ###-###-####, CA Electrical Contractors License # C10-395602 business address located at ***** ***** printer Pl Ste *** Poway, CA *****-****. Mr. **** ******, who is the owner, has been in business for over 41 years specializing in electrical and solar panel installations. I had scheduled an appointment for Mr. **** ****** to conduct an inspection of my home.

  On Thursday, March 3, 2022. Mr. **** ****** had completed an inspection of my property and sent me a copy of his findings. In his report, he concluded the following:

  18, Q Cell QPeak-G4.1n305 5490

  18, 1Q7-60-2-US micro

  17 º/225º 

  1. 100-amp breaker not labeled for derating; breaker service is a center feed not a top feed as plans callout it does not meet code; services is not suitable for the solar system the service should have been upgraded to *** amps.

  2.   Solar nipple break in to main. Hinders flash guard from closing properly

  3. Wire overly crammed. Also hindering flash guard.

  4. No ground rods or ufers

  5. Solar nipple non-concentric. Metal shaving near bussing. Crooked and lockring not tight.

  6. AC disconnected for solar has indoor reducing washers not rain tight

  7. Upon completing solar several circuits quit working. Right after solar installer tried fixing and broke drywall on 2 gang boxes for disposal. Said he would return in 3 weeks to finish. Circuits still not working right. Tripped GFI won’t reset.

  8. Pool digital timer no longer works since solar install, a few months later their pump had stopped working, Cost for replace: $1,500

  9. Roof leaks under modules only months after install.

  10. Cracked rafters from shiner lag bolts. The rafters should have been piloted; rafters not suitable they must be sintered.

  11. only grounded 3 out of 5 rails on roof

  12. Roof was over 12 years of age and in rough shape, not suitable for 25-year solar PV system

  13. Cheap stickers all are peeling off

  14. Modules are jammed illegal.

  15. Roof j boxes have indoor reducers also

  16. Crooked EMT pipe at j box

              Concluding this I do come to a understanding is that I qualify for Edison as the program was offering but this was a violation of breaching contract from Grid and Sun run and being that this is a state program they must be responsible, so I am intitled to the solar panels as I’m not satisfied. I do not understand as it was not the solar panels that were causing the problem but the installation as I have been getting leaks all over the area of the solar panel installations. They damaged my 2 by 4’s as they shattered in half when the screws were drilled into the said 2 by 4’s as they are in the report of **** ******. I had tried to resolve this situation, but they continue to be evasive of to resolve the issue with my damaged roof. **** had also mention that the installers had no more than a year of experiences but the only senior individual no more than two years of experience, this being confirmed as speaking to the installers back in March 2021 they all had mentioned the same thing **** *** had stated, as it being a non-profit company. **** *** stated, “He spoke with his supervisor *** ****** he is willing to do whatever it takes to resolve these issues”. *** also stated all these issues were not solar related, but I hired **** ****** he said otherwise it was a bad installation. This being *** *** is under employment by Grid Alternative as he would benefit them and go on their side.

   I just want to resolve the whole issue as this is causing me to have a lot of stress, lack of sleep, high blood pressure, time taken from my kids (which I will not be getting back) losing income as I must constantly fix and replace important items, medical conditions where my kids had been getting sick to the point of having a humidifier, and this is all very over whelming to my family as they see me stressed with my wife, as I had to been always contacting individuals, must I need to now contact the news media to expose the problematic situations that is occurring this past year. I have gone to the hospital several times due to the stress created with this, I’m afraid that this will lead to a stroke where my family will take legal actions in the case that this occurs. Finally thank you for understanding my concerns as this is a state program with Edison which are to be paid for all of this.

  Sincerely,

  ******** *****

  
  

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