ComplaintsforNRG Clean Power

• Initial Complaint

  02/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My roof leaked badly on my Berkeley home in the October storms, and the damage is still not repaired. NRG Clean Power replaced my solar panels with a new system in 2018. They failed to inform me about the state of my roof, which they should have done according to item 5 of my contract with them. Less than four years later, several roofing companies have told me that the roof is completely shot and that its decline would have been clearly evident at the time of the install. One person even described it as a "potato chip." I feel that NRG was negligent in not informing me. They should have, they didn’t, and damage has occurred as a direct result. Further, the plugs they performed failed on the holes left in the roof by the removal of the original panels, and they refuse to acknowledge that as well, despite their supposed guarantee of workmanship for 40 years, also listed in the contract. This is not the first time NRG has shirked responsibility, and I have lost all confidence in them. Still, I tried to negotiate an agreement with them, where they would do the deinstall and reinstall of the system, and I would hire my own roofer and pay for that separately. I feel I made a generous offer, given everything, to pay up to $2000 to NRG for the deinstall and reinstall. The failed roof plugs would be taken care of with the new roof. When I stated that I would be willing to make a $200 deposit and pay the balance ($1800) after I was satisfied with the quality of the work and the system was working properly, I got a message saying that I was trying to extort them and that they were referring the matter to the legal department, which I find ironic. I paid top dollar for this system in the first place at over $8/w. The going rate is more along the lines of $5/w. I would like to be compensated for the cost of the deinstall and reinstall of the system. At this point, I will have to pay another company to do that. The estimate I have so far is about $7500.

  

  Business response

  02/15/2022

  This customer is trying to have us perform free work. She had solar panels installed and now needs to remove them in order to replace her roof almost 4 years later. In good faith we offered her a discounted rate for the work but she did not agree with our 50/50 payment terms and wants to only pay 200 upfront and 1800 when the job is completed and we will not work under those terms. 

  Customer response

  02/16/2022

  
  
  I am rejecting this response because: NRG is failing to recognize the conditions in the contract. NRG was negligent in not informing me of the state of my roof prior to installing the system I bought from them. And they are failing to stand by their 40=

  
  
  Regards,
  
  S**** **********
  
  
  
  
  
  
  
  
  
  
  
  I reject this response by the company.

  NRG refuses to accept its responsibilities as they are clearly laid out in the contract.

  NRG was negligent in not informing me of the state of my roof prior to installing the system I bought from them. 

  NRG is also failing to stand by its 40-year warranty on workmanship, which was demonstrably substandard.

   

  This company has consistently shirked its responsibilities with me and tries to make it sound as if I am at fault.

  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business response

  02/16/2022

  NRG Stands behind their workmanship warranty and their penetrations. This is the customer wanting to replace her entire roof and wants us to perform work for free. We will not be coerced into this under no circumstances. We are willing to perform the work at our cost in good faith with the payment terms set forth. 

   

  Customer response

  02/17/2022

  
  
  I am rejecting this response because:

  I am rejecting this response because it completely fails to address my concerns. 

  I am rejecting this response because it completely fails to address my concerns. 
  
  
  The failed plugs contributed to the leaks inside my house, which so far has cost me upwards of $4500. I am not asking NRG to pay for a new roof. I fully intend to cover that cost myself. I am asking them to pay for the cost of deinstalling and reinstalling the current system. I feel they should do that because they failed to inform me that the roof was very old when they installed the system, and when it would have been a much easier job—BEFORE the new system was pt up on the roof. Now, it is twice the work. As I stated before, both of these issues are clearly spelled out in my contract. Despite that, I generously offered to pay $2000 of the cost. Let me be clear—NRG did not offer ANYTHING. Since I have lost almost all confidence in them, due to their lack of accountability for any of the problems that I have had with this system, I do not want to pay a significant amount up front. I want to be sure the work is up to industry standards before giving them anything. I really should not have to pay a dime. Their responses to this complaint only prove my points. 
  Regards,
  
  S**** **********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

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