ComplaintsforTrue Renewable Energy, Inc.

• Initial Complaint

  01/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There is water intrusion around the frame of the windows. And the windows do not keep out the heat or the cold as expected. The contractors installing the windows use a ladder during the work on the second floor. They should have set up scaffolding to do the work properly.I have to add cool shield thermal bubble material to provide more protection from the hot son during the summer. The window also allows too much cold during the winter.

  

  Business response

  01/19/2024

  Hi *****,
  
  Sorry for the inconvenience and the window having an issue. Unsure if you reached out to us as our number had changed last year. We certainly want to fix this for you and are reaching soon to get that done. Again sorry for any trouble and talk to you soon to resolve this asap.

• Initial Complaint

  09/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We financed a new **** system through the CA PACE program and True Renewable Energy was contracted by this program to facilitate the install of the **** system. True Renewable Energy subcontracted the actual installation of the **** unit. The subcontracted company did not leave any contact information with us, so we had no idea who installed it. This became an issue when we started to experience issues with the **** system a year after it was installed. The support line on True Renewable's website does not work. I managed to speak with someone at True Renewable via the contact I was in touch with during the install. After an initial conversation, True Renewable has since stopped responding to my calls. The subcontracted company does not respond to my calls (I was able to obtain the name of the subcontracted company during initial contact with True Renewable). In initial conversations with True Renewable, they said they would try to get the subcontracted company (Delta ************************) to look at our system, or find another company do it or ultimately we could find a company to fix the **** system and True Renewable would reimburse us. None of this is happening because True Renewable will not answer my calls.

  

  Business response

  10/19/2023

  Hi *******,

  We apologize for the inconvenience when contacting us. We were unaware there was an issue with our phone lines. Jus changed our phone number on Monday to ************. Please contact us here if you need any further assistance. We will 100% take care of any warranties that are still valid. 

• Initial Complaint

  08/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  ****************** with Zero Follow-Up In 2018, I made the investment to buy a solar system from Trerenew.com, believing I was making a smart and eco-friendly decision. To my dismay, I recently found out that they failed to register my system with SunPower or with my energy provider. As a result, I've been missing out on monitoring the performance of my panels and receiving any credits from my electricity provider.What's even more frustrating is their non-existent customer service. I attempted to contact them multiple times for a resolution. I called the number listed on their website, but there's no response their mailbox is perpetually full. I've sent emails, and I've reached out on all their social media channels, but I've been met with silence. This level of negligence and lack of responsibility is unacceptable for a company in the renewable energy sector.If you're considering making an investment in a solar system, think twice before choosing Trerenew.com. Their lack of follow-through might cost you more than **********.

  

  Business response

  08/21/2023

  Sorry you have had a bad experience with contacting us. our number and address had changed a few years ago but our 800 number stayed the same not sure which number your calling but you can reach our office at ************ and my cell phone direct is ************  ( ***********************) or install department ( ********************* )at ************ for any issues. we stand behind our customer service.

• Initial Complaint

  07/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On April 25, 2023, I signed and financed my HVAC project with May ***** as its completion date. Then, a June date was given. This is my second time to complain for the first time, I thought it was resolved. After TruRenewableEnergy contacted me to resolve first BBB complaint, this company promised to communicate better and offer an initial date before August are false. I called to a filled-up voicemail or continuous ringing. I emailed them as well. Nothing. I need to obtain my refund and find another HVAC company.

  

  Business response

  07/19/2023

  I understand that some install dates are out of our control and not up to us. We try our best to get all required paperworks done with the citys request within a timely matter. Our average project takes 6 to 8 weeks. Last time we spoke I explained the install wasnt the issue. The issue was waiting for the permit and we both agreed on the misunderstanding. That wasnt a worry but two reasons why we backed off from the project is 1) you complained via email with threats about wanting your money back in countless conversations  after we paid for site services, permits and time spent 2) you  racially profiled and discriminated our manager which is not acceptable!!  This lead us to agree with you to cancel the project. Your $6000 process payment was returned back to financial bank. We owe you nothing.  

  Customer response

  07/25/2023

   
  Complaint: 20294223
  
  I am rejecting this response because:

  Sunlight Financial has NOT received the money owed back to them as you said. Dishonesty is a sin, as you know. 
  
  Sincerely,
  
  ******* ********

  

  Business response

  07/31/2023

  please tell the full story. Unfortunately we have the right to refuse our service to any one that makes racist or discriminating remarks to our staff regarding there ethnicity or race We take this very seriously. I hope you learned from this. We are all people of God. All colors or ethnicity..Learn how to talk first with respect . Glad our company decide to walk away from individuals like you.. Finance company  has been notifed for the refund. 

  Customer response

  07/31/2023

   
  Complaint: 20294223
  
  
  I am rejecting this response because:
  How can True Renewable Energy reject my service when I already rejected them prior to their method to make me look bad?  The truth is that your COMMUNICATION AND ITS RELIABILITY is documented in my Better Business file as incompetent. How can one stay with a company that first - did not sign the legal contracts; second - promised the completion of materials by May 31st; third - did not communicate with me that there were materials that needed to be ordered UNTIL  I, the customer reached out to you?  HOW CAN YOU SAY THAT there you are rejecting me WHEN all these racist comments have never been made? And - it is not racist if I am part of your race as well.  Sorry, I rejected you for your VARIOUS INCOMPETENCIES. I even tried to call a "clean slate," back in June, but what did you NOT do? You did NOT communicate my request of giving me an initial project date; no calls made and when I called you, there were no message lines to leave. And where were you? VACATIONING out of the country.  Again, I do not accept your response.  LASTLY:  I spoke with ****************** last Friday, July 28, 2023, and they gave me two places to send the Better Business Bureau complaints since you HAVE NOT PAID them the Payoff Total: $7,048.19  (from Sunlight's payoff letter - see attached).
  
  STOP the LIES.  Face it; you're the racist one! You're rejecting your own beliefs. And you know that God knows the truth of the matter.  I will only resolve this case when I receive word from ****************** that you have paid them completely.
  
  
  Sincerely,
  
  *******************************

• Initial Complaint

  04/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  New windows, new roof for solar panels were installed. 1 sliding glass door and a bay window have been leaking, when it rains. Ive sent pictures and have text message communications with them. As well as phone calls. They were installed in January of 2022, and they have been advised of the situation since. We are also missing our drain pipe connection pieces from the roofers. We are not getting any resolution from the company. The measurements for both windows were done incorrectly, and they still are not replacing them. We have to keep buckets under them every time it rains. Its been over a year. I need help. We took out a $80,000 loan to pay for this work and we make our monthly payments towards the loan. What can I do? Im not getting any answers or resolution from the company. Please help I have included only pictures of the text messages going back to last year. And the pictures I sent them of the sliding glass door. I have more

  

  Business response

  04/12/2023

  Hi Mrs. ******************************** was a pleasure talking to you today 4/12/2023. Sorry for the mix up. I did confirm we have your new patio slider but just waiting on single custom window.  i believe thats what was taking time. we do believe in the next week to 10days it will arrive as i have put an expedite for the order. 

  per your request you wanted both to be installed together on the same day. i will have an install date soon . and will come out same day to take care of roof and windows. as promised. Thanks again for your patience .

   My personal direct Number ************ 

   

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

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

• Initial Complaint

  08/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased 12 Q-cell solar panels activated 1/26/2020. *********************** 25 yrs to my end of life. Emailed & called True Renewable Energy (TRE) inquiring about a maintenance contract & to schedule Performance Guarantee for Jan. 2021. No call back/email from *********************** Engineer, *****, ********, ************************, CSLB Registration #*******SP or Office Manager ************. COVIID hit. Called monthly. 12/2/2021 Panels are not working correctly. Started incurring NEM charges to date $379.30. TRE has not kept its service and warrantee comment. Requesting full refund, replacement and repair. Will provide utility bills and contracts on request. Thank you. ***************************

  

  Business response

  03/09/2023

  See attached

  Customer response

  03/10/2023

  Complaint: 17744723    Date 03/10/2023

  I am rejecting this response because: I was without solart service from 11/1/2021 to 10/14/2022. Located another ************* in ********* (Citadel Roof & Solar). I was charged $600.00 to reestablish connection to Emphase, the panel manfacturer. Then PGE charged me an additional $315.55 for additional NEM charges, as I was not prodicing energy and was not able to contact TRE on any of these numbers, which I called monthly and annually for 1 year service: *********************** ************; ******************** ********************* ************ and  Meena ************.  I want to be reimbursed $915.55 for the funds I had to pay to get back on line.  Additionally I would like TRE to fix or adjust any service issues, evaluate the performance warrantee, make any needed enhancements and extend the warranty to my system an additional 12 months.

  Thank you,

  Frustrated, cash paying consumer/costomer

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

  Cell ************

  Customer response

  03/22/2023

  Date 3/22/2023 The issue has not been resolved. The attachments are my response to TRE on 3/17/2023. Called TRE 3/22/2023 left a message.  Awaiting response. Thank you, ***************************

  Customer response

  03/23/2023

  Dear Ms.****,
  The attachments below are my response to TRE's request "to fix or service any service issues, look at performance warranty to make sure your system produced as promised; and any down time by their product will be reimbursed."

   

  Attachment 1

  Date: 3/17/2023

   

  Dear *************************, 

   

  Date: 3/17/2023

   

  Dear *************************, 

   

  Thank you for reaching out to me regarding our Better Business Dispute.  

   

  As I responded to your kind letter on March 5, 2023 and your telephone call of 3/14/2023,  I am providing the information requested and requesting the following concessions to the above referenced case.

   

  I was without solar service from 11/1/2021 to 10/14/22. Unable to reach any one at your office, I located another solar service in *********, (Citadel Roof & Solar). I was charged $600.00 to reestablish connection with Enphase, the panel manufacturer. PG&E then charged me $315.55 for additional NEM charges, since I was not producing energy and was not able to contact TRE on any of the following numbers, which I called monthly and annually for a 1 and 2 year service check: *********************** ************, Angel ************* ********************* ************ and Meena at ************. 

   

  I want to be reimbursed $915.55 for the funds I had to pay to get back online. I want TRE to fix or adjust any service issues.  Evaluate and repair the performance warrantee on the panels, make any enhancements and extend the warrantee to my system, for additional 12 months.

   

  Thank you for your response.

   

   

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

   

   Attachment 2

   

   

  

  Business response

  03/30/2023

  Hi ***,

  Hope all is well,per ******* request we want to update you on customer complaint ****************

  We have spoke to her and every thing is fine now. We are moving ahead with her request and servicing her panels. warranty will continue for an additional year and she is very happy now. This should take care of both complaints. Please let me know if there is any thing else. Help get back our A+ status.

   

  Thank you,

   

  Sayed ***********************

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

  Customer response

  03/30/2023

  Date 3/30/2023
  Complaint: 17744723
  

  
  I am rejecting this response because: Due to poor weather, Tre is not scheduled to reinspect/service the panels until April 5th, 2023, between 10 and 2:00pm. TRE has stated they will extend the warrantee one year and agreed to the other items requested. Once the service has been performed and there is written extension to the contract with TRE, I will be happy to once again reindorse this business. ************** had been very helpful and diligent in bring this situation to an aggregable resolution.  I will send conformation of service once TRE has updated the contract and complied with our agreement. Thank you, BBB and Ms. **** for your assistance.
  
  ***************************

• Initial Complaint

  06/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  12/2019 is when an HVAC was installed. We had issues in the beginning with the unit and they were corrected right away. Now here we are a year and a half later with something they installed that is leaking. When I called to have the matter resolved the phone numbers do not work and the website does not allow messages to go through. I would like them to reach out to me to fulfill the contract. The contract states they would handle it if something were to go wrong, they would make the repairs.

  

  Business response

  03/09/2023

  See attached

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