ComplaintsforNexus Energy Systems

• Initial Complaint

  09/25/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Nexus solar installed solar panels on my home 1 year ago. In our contract there is a "production guarantee" or warranty. If actual energy production does not meet 85% of what they estimated at the time of sale and install, they will compensate you for the difference. I have hit the 1 year mark. We are significantly below 85%. I have tried tens of ways to get in contact with Nexus energy - phone calls to all the public numbers I can find, voice mails left, emails and inquiries submitted to their customer support and other departments, no response from Nexus. I am unsure of how to force a company to respond and honor a signed contract short of legal action. They are intentionally ignoring to handle a customer issue because they fell short of what was contractually guaranteed. Side note - I also know someone else who regrettably used Nexus. They are fighting the same battle and also not getting a response. This is not a one off, it seems to be standard operating for Nexus.

  

  Business response

  11/02/2023

  M*******,

   

  We have already spoken to you and have agreed to add 3 panels to the system - you also already agreed to hold on reviews and remove them based on the data that has come to light in our many back and forths. 

   

  Regardless - our warranty has not been breached here, and we are still helping you at no cost to you. 
  

   

  During a recorded phone call with you on 4/21 – about 3.5 minutes into your phone call Dan (sales) made it clear back then “they ran the analysis on everything– production of 8,192 KWH based on no changes” -  you responded that it was a sizable drop and understood that the shading would impact your production until shading was cured.  You also knew that this would be a moving target, fully understood that.  Regarding your system – the estimates always have to have shade values input. 

  
  Nexus Quoted Production on 4/21 – 8192 KWH (original) / Revised with increase to 31 panels – 8724.48 KWH  - this is all we have on record
  Actual annual production – 8086 KWH 
  Offset Vs quoted – 92.6% - far above guarantee
  

• Initial Complaint

  09/14/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I started getting multiple calls for installation of solar paneling. Paid it no mind at the time until I noticed some neighbors getting them, and I became interested. Finally speaking to one of their representatives, they sent someone over to do an inspection, and all they would need is a copy of my energy bill. After the first inspection, they claimed that I wasn’t able to have the panels installed because of the trees around my house. These trees aren’t mine so I figured I wouldn’t be able to. Still received more calls, and I constantly reiterated to them, what they told me, about not being able to because of the neighbors’ trees. This went on for about a month, whereas they sent two other gentlemen to inspect, and then I received a call saying that I was able to get panels installed. The first schedule of installation was set, but due to rain, had to be cancelled and rescheduled. About a week later the installation was done. At no time during this process was payment discussed, or any paperwork signed. Approximately a month later, I received a call about delinquent payment for a rental. They claimed that they have my signature, which I, again, never signed. I asked for a copy of the paperwork, which they finally sent me. They claimed that I signed via E-mail, which is not true since the last time I used the computer was several months to a year ago. They also claimed that the person I was dealing with was no longer with the company and they could not get a hold of him. They threatened to take a lien out on my house and destroy my credit for failure to pay. I went ahead and paid for two months. I feel this company misrepresented their services and deceived me. I never signed an agreement and wish for this to be resolved. Please contact via phone for communications.

  

  Business response

  11/02/2023

  We apologize that you feel like you were deceived - i do see record that we have spoken with you prior. After research on our side, we do see that the same email linked to your complaint here - *********@yahoo.com is the same email that you signed your loan documents with dividend out of - *********@yahoo.com.  Therefor, there is no way that someone else could have signed your loan documents besides you, as there would be no way to access your email without your consent.  We do stand behind our products and are here to help in any way.  Solar is still far better than reliance on the utility company.  We are sorry for the incovenience, but we just do not see any inconsistencies with the signing order on your acccount.  we have provided the attachment here as proof for you.
  

   

  Thank you,
  

• Initial Complaint

  03/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My name is B***** ******* the involved party F****** ***** has given me permission to assist her and her son R*** ***** with this emergency situation. F****** was diagnosed with a neurological disorder and has required assistance with all business matters. Nexus Energy has failed to repair the roof leak in F****** bedroom. They have failed to respond to over 30 voicemail messages left, emails and service request left on their service request website. On February 24, 2023 I spoke with **** in their New Customer Department (prompt #1, prompt #2 is for existing customers they have never answered) . He stated he would try to assist us by sending are request directly to O***** in the Customer Care Department. On this day at 3:31 pm O***** did return the call. I shared our concerns, she stated she was unable to locate the contract and would have someone return the call on Monday. No one has called. The ceiling/ roof in the bedroom has partially collapsed and roof leak has expanded to other areas in the bedroom. With the heavy rains, we had no other choice but to pay a roofing company to tarp the roof and bedroom collapsed area. On Monday March 6, 2023 unannounced a service man from Nexus came to the house. He went onto the roof top. When he came down we were informed that he could not inspect the leak damage because of the tarp but he reconnected the solar panels. If we had been notified we could have had the tarp removed , even more if asked we would have given the service man permission to remove the tarp. I do not believe that he had any intention of inspecting the damage or repairing the roof. That evening I emailed Nexus and still have not heard from anyone. I'm totally lost. Ms. S**** is a senior citizen with with a serious medical condition. The damaged roof has placed her life and medical condition serious danger. Mold is also a concern. No repairs can be done until Nexus removes the panels and they should repair the roof. Nexus has failed to contact anyone.

  

  Business response

  03/20/2023

  
  Mrs S****,??We are sorry about your issue at the home - a few issue s here I would like to outline.  
  
  1. We had confirmed that on our previous visits, the leaks that are currently on site are not solar related.  When we install panels on a residence, we do not inherit pre existing problems with the roof.  We are only liable to fix issues that arise from our solar installations per our agreement made with Mrs s****. Our records show that water has been coming in around a “roof vent” which would not be allocated to any penetration that we would see form a solar installation.  We do not interfere with roof vents or alter them in any way.  We have approved to have the modules removed around the roof vent so the leak can be addressed.
  2. Our director of operations Jesse Garay will be reaching out directly as it seems that you believe that our determination is not accurate to make another service call to take a second look.  We did not receive a refutation of our determination until Ryan S**** emailed us on 3/7/23 then again on 3/9.  We have received both of these inquiries.
  3. We did not receive an inquiry from you until end of December 2022.  We have been dealing with un precedented rainfall, that did push back our response times by an additional 1-2 week for “general” warranty requests.  We do not have record of 30+ attempts, in fact we responded at the earliest available time to determine if the leak was solar related, and on that initial visit, as stated earlier, general roof work was needed in which some solar panels may be abridging access to the area of the roof that needs repair.  
  4.  We have not ignored the issue at your home in any way.  If on our return visit it is determined that this is a solar related issue - we will fix the issue and take care of ANY damage related expenses that the installation may have caused you.  As we stand behind our warranty in every way. We appreciate your business and will be reaching back out this week to schedule another visit to remove the panels around the leaking vent. If any other areas beneath the solar are leaking please point those out in detail to our response team.  
  
  Sincerely,
  C**** ****** - CEO
  

  Customer response

  03/23/2023

  
  
  I am rejecting this response because: 1. On January 3, 2022, Farmers Insurance had a roof inspection by an independent roofing company (America's Best roofing Company refer to attachment). The report clearly states the cause of the leak is directly related to "the solar panel instillation.  The roof tiles were moved and not put back correctly also the underlayment was damaged when installed. Yes this is a recurring problem, because Nexus Solar installers tried but FAILED to correct the leak". Americas Best Roofing also state in their findings that leak is underneath the solar panels. There is no mention of any leak near a VENT. Since the placement of the TARP(which is over the solar panels) there is no futher leaks into the house. This is also indiction that the leak is underneath the solar panels and or around the brackets of the solar panels.

  2. Your company has failed to make contact with Ms S**** until now. I have documentation of the phone calls and e-mails sent to you by myself and other family members. So you are incorrect to state, we have not made every attempt to contact Nexus Solar Energy.

  3. We have also asked that we be notified prior to you coming out. Our plan is to have an independent roofing company present during your next inspection. We would like our roofing company to see exactly where you are saying the roof leak is.  Please contact Ryan S**** at (818)601-2381 or email Ryans****@yahoo.com you may also contact Ron Kimball at (818) 378-0960 or email [email protected].

  4. Yes you have ignored our complaints. We have spoken directly with Jessie in your new customer department, It has been expressed the agency of the problem he said he would refer it up. He also gave me O*****'s number.  O***** called me back and said she would have someone call me the following Monday we did not her or from your company until the complaint was filed. 

  
  Regards,
  
  F****** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  10/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We contracted Nexxus Energy Systems to install a solar energy system on our house in April 2022. The work was mostly completed by the end of August 2022, but we are still lacking a device called a Solar R.E.C. meter, which we understand that Nexxus is to install. So far all attempt to reach them been met with no response. In talking with our county utility, we have learned this company has something of a "record" of this type of behavior. 

  

  Business response

  10/24/2022

  I am showing the net meter was installed as of 10/21 by the utility company and was already worked out prior to Nexus management seeing this complaint, which was today 10/24.  This issue should be fully resolved and the customer seems to be happy.

  Customer response

  10/24/2022

  
  
  I have reviewed the response made by the business in reference to complaint ID 18224577, and find that this resolution is satisfactory to me.
  
  Regards,
  
  M*** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  03/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Nexus Energy was the install company for my solar install. Communication has been a huge problem with this company. I have made many request and have been told they will get back to me but they don’t and I am ask what it is I need. It’s frustrating to say the least. I have been asking them to verify that the system is up and running because I have been using electric heating. There have been two times when three workers were at my home and were to assist me with a monitoring app but both times the workers left without a word to me. I have asked again to have someone walk me through getting the app and what the information is telling me. It’s been over a week since I last requested this and in regards to wether their system is linking to the city equipment and am I okay using electric heat, they told me to call the city. After spending $50,000 I don’t expect to have to do their job for them and to not get a technician to assist with the app install how to use it. I actually canceled this install because of lack of communication and Nexus canceling a in location consulting. The owner C**** Z. Called and spoke with me directly. I told him I wasn’t comfortable moving forward with his company because of response time. What if I had a panel issue. How long would it take them to respond. C**** said they have remote monitoring and would be notified via the system if anything was wrong. After install I find out he lied to me. They have remote access not monitoring. I have to have the app and I have to contact Nexus if I have an error on the system. Now I can’t get them to give me the app and training. I recommend no one allow Nexus Energy to install their system. I have called and text the same question. 

  

  Business response

  04/20/2022

  Her job is final and the system is up and running and we have sent her monitoring app multiple times. We are not obligated to speak with her, especially if all work is concluded, which I included the sign off card and a screen shot of her solar system as active.

  Customer response

  05/05/2022

  
  
  Complaint: 16913759
  
  I am rejecting this response because:

  No, the job is not complete. I have been asking for two months to have a tech call me to walk me through the software program showing up he usage, outage of all or one panel etc. I was told I need an app and that system errors would be sent to my phone and then I have to call Nexus, which wasn’t what C**** told me when he was trying to convince me to sign paper to move forward with the install (I had canceled due to them canceling an appointment date, costing me financially because I rearranged my schedule so that I would be here and then just canceled. 

  Twice there were technicians on site at my home. I have text messages from O***** stating she would have the techs work with me on the software so I can understand what the information is saying to me. Twice the techs left without a word to me. I kept calling and requesting help, O***** couldn’t help me and many times said she was routing my request to upper management. I have never received a call.  They got paid I was out on the back burner. I also wanted to know if the system was indeed connected to the City so when I use electricity at night I’m not getting billed for it because now I have a solar bill….  I began to get really pissed because I’m to busy to keep calling without any response. After opening the case with BBB amazingly I received a very angry text from C**** and I text him back and said I still need help with getting the app and what the information means to me. I have his text too. 

  He sent me a print screen (I guess of my system and asked if I saw a green light) I replied back that I did. He text me back and said the job is complete. I text him back saying no it’s not because I don’t know what this screen shot is telling me. He didn’t respond back. Then I placed a call to Rodney at BBB. In his text he also said that he/the company was deliberately not responding to me because I had been unkind to O***** and that she is a nice person. I will say that if I were a man he would never have felt like he could deliberately not respond and finish the job. C**** was so happy to work with me on the phone to get me to sign electronically paperwork so he could get money but he can’t spend time explaining a program he said I’m responsible for. 

  I kept telling him I was going to escalate this. He said I was treating him.  It wasn’t a threat it was a fact and I kept giving him chance after chance to do the right thing until I was done and now it is time to put this Situation in the hands of professionals. 

  I had a similar situation with a contractor when my house caught on fire ten years ago. He was shady. I kept all documentation and he thought I was bluffing until I wasn’t. I hired a lawyer and filed a case with the contractors board. I won both. 

  I will give C**** and is company one last chance to get ahold of me and I will wait a week. If I don’t hear from them I’m filing a case with the states contractors board and then a lawyer. 

  One other note; extreme winds hit Northern California and a lot of debris flew off my roof. 

  One object was metal and sharp. It could have hit me or others in the house. I text the company and C**** 

  I have kept it too. 

  I look forward to hearing from a tech at Nexus and officially closing this case so both parties can move forward. 

  
  
  Regards,
  
  D***** **********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business response

  05/05/2022

  D*****,

  At this point i would prefer that you file a complaint with the CSLB, as due to your method of communication have rendered Nexus unable to help you.  You have PTO (Permission to operate) and Nexus has 100% completed your project.  We have also emailed you your login for the Enphase Enlighten monitoring system.  There are no actionable complaints you are just unwilling to log into your email to access your monitoring system independently.  As i have said many timea, i have dis barred Nexus staff from speaking with you at this time due to inflammatory (angry and abusive) text messages and conversations and you have repeatedly disregarded my request to have respectful conversations with them.  I cannot force my staff to be put in that type of position with our clients,  We are not going to engage in any contentious conversations, just like any company, I have already committed to a professional conversation with your commitment to one but you have been very clear that you can speak to our staff in any way you please and to my understanding, it is your stance that every demand must be met, no matter how extraordinary.  This point of view from you puts Nexus in a position to where you will be displeased no matter what type of resolution we seek.  Again - your project is complete, so a complaint would simply result in a route back to Nexus which i have already said the only thing that you need is to look in your email and log in to your app.  It is a "third party" app in Enphase that your monitoring rests with and they too as well have customer service and different help features that allow you to learn how to use the app, all i have done is simply dis bar my employees from engaging with you more on that topic.  Your warranty is still very much intact and on our website in the upper right corner if you ever have an issue you can simply make a service request and we would be more than happy to assess any further issues.  

   

  Thank you,
  

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