ComplaintsforAvatar Solar, Inc.

• Initial Complaint

  05/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Solar installation caused roof leak and the vendor is not taking responsibility in fixing it A) The solar panels were installed in June/July of 2022 by the Company at the Property. Prior to such installation, homeowner’s roof was not in any disrepair and had never experienced leaking from the roof. The installer of the solar panels from your Company never expressed any concern for homeowner’s roof or the state of its condition, which is not surprising because the roof was in a good, working condition prior to installation B) We have paid the solar contractor a total of 11,500$ for the prolonged work that took many months C) The solar contractor committed to provide solar installation on our roof and power generation D) In February 2023, despite the attempts at the roof repair by the solar company’s handyman, the roof leaked again when it rained. In other words, the evidence is clear that the roof was initially damaged by your Company during install and then not properly repaired in January 2023. To date, homeowner’s Property remains damaged, subject to leaking An independent analysis of the roof supports that, among other issues, the flashing was installed incorrectly and not to city of lake forest permit requirements as submitted by the contractor which is a compliance issue. Consequently, the patch repairs that your Company proposed caused further roof failures and was insufficient fix. Because of the negligence and workmanship standards the entire roof area surrounding the solar panels must be repaired by re-roofing and reflashing. Given that homeowner has provided the Company an opportunity to repair and correct the roof in January 2023 and it failed thereafter, homeowner demands an independent, licensed and bonded roofer to properly and completely repair the roof. The expense for such is $8,800, as provided to you by homeowner, and it must be paid directly by your Company. E. The 3+ months of negotiations has failed and i'am seeking help from BBB

  Business response

  05/30/2023

  Attached is the communication details with the customer for the below complaint.

  Also, I have attached our contract for this project.

   

  Customer is asking us to replace his roof. Please review item 10-13 from our contract by customer.

  It states that Avatar Solar, Inc. is not responsible for the existing roof.

  We are responsible for our Solar Anchors and not the entire roof.

   

  This year, winter season, we had unprecedented rain-fall in southern california and aging roof have been the reason for roof leak.

   

  Customer has stated that roof was not leaking before, that was the during dry winter season without heavy rains like 2023 winter season.

   

  Customer is framing Solar System and Solar System anchors without substantiated any connection between roof leak and solar system.

  Current roof leak is happening away from Solar System area on the roof. I can also share attic photos which shows that there is no issue with Solar Anchors.

   

  Let us setup time to speak so we can go over the details with you over the phone.

   

  Thank you,

  F***** ****

  Customer response

  06/05/2023

  
  
  I am rejecting this response because: The response i have received from Avatar Solar is the same as what we have been discussing over emails Since Jan 2023; I need AVATAR Solar to send me the check for 8800$ and get the system up in running with a 3rd party solar installer who can do a good job with the workmanship standards 
  
  Regards,
  
  K******* ****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  Business response

  06/08/2023

  Hello,

  Our company is working on the Settlement Agreement which works for both sides. Once this agreement is completed, we will be happy to share with you as well.

  In principal, 3rd Party Roofing company is fixing the roof and Customer has agreed on waiving the Solar Anchors roof warranty after fixing the roof and attaching the Roof warranty to 3rd Party Roofing company. Also, 3rd Party Roofing company should inspect the Roof and Solar Roof Anchors with Lake Forest City and provide completed inspection report for the permit for Re-roofing work.

  Thank you,

  F***** ****
  

  Customer response

  06/08/2023

  
  
  I am rejecting this response because: We don't have an agreement yet. The vendor commits to one thing but offers different verbiage in the agreement including CA1542 WAIVER which is not acceptable to the customer. 

  1. Customer: K******* to reverse the credit card payment that was disputed with AMEX {Status: Completed as of May 31st and proof sent in the earlier attachment}
  2. Vendor: F***** to send a check to customer k******* for 8800$ {Status: Pending}
  3. Vendor: F***** to find a 3rd party company of their choice to install the solar panels and get the system up in running at the customer's residence {Status: Pending}
  4. K******* to sign a roof waiver only for the 8800$ received {Status: Received the waiver on 060/6/23 and declining to sign as it does not align with what we agreed; Willing to sign only the roof waiver and payment of 8800$ need to be made directly to the customer}
  5. F***** to commit for a completion date for closing out the open tasks {Status: Pending}
  
  
   Let me know if you want to revise your agreement to clarify the following
  a.Limiting this agreement only to roof waiver and nothing else (on the bottom of this email thread, you could see that you originally asked for a roof warranty disclaimer to sign but now you have sent me a complete different agreement and document)
  b.Paying the customer directly the 8800$ you owe
  c. Commit to a closure date for the open items 

  Until all of the above items from 1 to 5 including A thru C is complete there will be no resolution on this complaint
  
  Regards,
  
  K******* ****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩