ComplaintsforBVI Solar

• Initial Complaint

  07/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My solar system has not been working for the past 6 months I have contacted BVI solar several times. They told me it was the converter that was bad. Even though they have not even come to check the system out. They said that this part of the system ( the converter) has been going bad on several systems. At first they said it would be a two to three week turn around it replace. Now they dont even have a date. They kept telling me that it was a manufacturer thing and that they dont have a day. At this point they are not even returning my calls any more.

  Business response

  08/15/2022

  To Whom It May ************** style="color: rgb(34, 34, 34); margin: 0px; font-size: small; font-family: Arial, Helvetica, sans-serif;"> 

  I was just informed of this complaint today as it seems that your emails have been going to a junk email folder. I am very confused on this complaint as we have not only been in contact with ****** and ********************************* for several months, but he has our cell phone numbers and texts our team on a regular basis. The issue he is experiencing is not something we caused or had any involvement in causing. One of the components to his system, a SolarEdge inverter, has failed prematurely. This is something that SolarEdge has been experiencing for the past few years and while they will not admit it, I believe it is a systemic issue. Regardless, upon learning about this we sent a technician on site immediately and confirmed that the part needed to be RMAd. We processed that with SolarEdge but have been at their mercy since. In ******s case, SolarEdge does not have the replacement inverter available and cannot give us a timeline when they will have it. There is nothing we can do until they ship us a new part and it has been over three months that weve been waiting. We have been keeping ****** and his wife informed of this and he has also spoken to SolarEdge directly several times to confirm this is the case.

   

  This issue has been impacting all companies in the solar space and is not a unique problem. We are a contractor and have upheld our warranty in the fullest. We have not charged ****** ******** for all the time we have spent both inspecting and processing his RMA along with all the time spent providing him updates.

   

  I request that you please remove this complaint as it is not valid and borderline defamation. Please provide me confirmation that this email has been received and contact me directly if any additional information is needed to clear the record on this inaccurate complaint.

   

  Thank you,

   

  Tyler Field

  President

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