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Complaint Details
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Initial Complaint
12/06/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We purchased solar panels and equipment from Nova West Solar Company in 2016. It was recommended by Nova West Solar Company to purchase 28 panels, which was to cover our daily energy consumption. We continue to receive monthly electric bills and an annual True ** bill in excess of $1800 per year. We have asked Nova West Solar Company to help us eliminate our annual True up bills but the company refused and now refuses to monitor and support their equipment installed on our property.
Business response
12/11/2023
responding to ***********************/***************
Unbased complaint and complainant has no basis:
1. We are not refusing to service the system installed. We've been to the property and system has been active.
2. We explained to customer that true up bills are due to higher consumption, not cleaning the panels, not addressing shade issues. System is active at the moment, customer was given access to monitoring.
3. Customer mentioned no recorded cleanings in 3-4 years.
4. Electric Rates have changed since installation. E6 rate was discontinued by PGE which caused higher than normal true **** combined with no cleanings true *** have been higher.
5. We refused to expand customers system because customer already had another ********************** company install panels in her roof and forced to remove the panels. We did not want to install panels on the same roof and be responsible for incorrect flashings or leaks that *** be caused by the removal of a system we had no control over.
6. We've assisted customer even after second ********************** company worked on our system. Warranties are void once other company works without our authorization. Customer has been made aware of this. Still assisted customer with monitoring.
7. Customer complained overnight after we had agreed to send someone out to check on her system the next day. We didnt respond expecting customer to remove incorrect/untruthful reviews and complaints but they are still active.
We have text messages to show communications history from beginning.
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.