ComplaintsforSoL Energy, LLC

• Initial Complaint

  10/18/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Sol Energy was hired for a solar installation at my residence. The total amount was $22,100, with the final invoice upon completion dated 05/01/2023. There were multiple document issues during installation, including state inspectors requiring changes due to code violations. I emailed Sol Energy on 10/10/2023 regarding concerns with some conduit against the roof, which will cause dangerous ice and snow dams, and wires hanging below some panels. This is an item that the state inspector previously had them correct. On 10/12/2023, after waiting for a response, I emailed again. The owner, *****************, texted a couple of days later that he had limited cell reception and would be back on 10/16/2023. I followed up again on 10/17/2023, and today (10/18), I received an email that mentioned soon multiple times but offered no timeline. Given the changing winter weather, this needs to be addressed. Their contract has a ten-year labor warranty, but they seem reluctant to follow up. Its been suggested that I hire another solar company to address the issues, but this would void Sol Energys warranty, per their contract. Again, there was a considerable list of installation issues throughout the installation process.

  Business response

  10/30/2023

  Sol Energy has addressed the customers concerns. Customer has written to ********************** that measures taken were to his satisfaction. There are no open requests.
  SoL Energy was never reluctant to address his concerns. Nor had we suggested that any response be taken by any other entity.
  I had responded to customers request that I was out of town due to a death in the family and that I had limited communication and would respond to his concerns the following week of ************ ******* had other pressing commitments that week also, and was not able to give him an exact day/time other than soon.  We addressed his concerns on Friday the 20th of October. Customer verbally indicated his satisfaction upon completion of our tasks. The following day he contacted me that the fittings we used were unacceptable to him. We addressed his new concern the following business day. He has since indicated his satisfaction with the result.
  Although we had indicated that we would respond to his concern soon, ******** was displeased that response did not identify day and time.  Customer lodged complaint to ********************** on Tuesday the 17th with copy to the local utility. Customer lodged repeated complaint to ******************** on the 18th.
  The system has operated flawlessly, without interruption, since completed in May of 2023. The subject of his concern was valid, although not pressing from a safety or functionality point of view. ******* responded during the week within its ability to schedule the repairs given afore mentioned family and professional commitments.

  Customer response

  11/01/2023

  Reading the owner of Sol Energys response is misleading. The issues have been resolved, but it was not a smooth process. Its important to note that a handful of issues during the original installation required redoing because they did not meet the code. That is per the state inspector.
  
  10/10/2023: I initially emailed Sol Energy with multiple concerns.
  10/12/2023: After waiting for a response, I emailed them again.
  10/13/2023: I received a text from the owner saying he had limited cell reception and would follow up on 10/16/2023.
  10/17/2023: After waiting for a response, I emailed again.
  10/18/2023: The owner responded that his mother passed while he was out of town and then mentioned they would address my concerns soon. There was no timeframe offered other than it would not be within the next two days. I responded, letting him know I filed a report with the BBB.
  10/19/2023: The owner texted after hours to ask if I was available the following morning at 9 AM. I responded via email that I was not and offered other options. Its nine days since my original email, and they will finally examine my concerns.
  10/20/2023: *********** came by to address my concerns.
  10/21/2023: I noticed that the hardware used did not match the previous ones and appeared to be designed for a different usage than attaching electrical conduit to a roof.  I contacted the manufacturer with pictures.
  10/23/2023: The manufacturer responded with the following information:
  I've never seen anyone use our grip caps that way! and  this is not the normal usage of our Flashvue/Grip caps or conduit
  10/23/2023: I contacted Sol Energy with the information from the manufacturer and requested they address it.
  10/24/2023: Sol Energys primary installer corrected the issues.

  Here are a few items brought to Sol Energys attention from the original installation that were never addressed, and we've learned to accept as the quality of their work.
  1. Because the solar breaker box installation did not meet the code, we have a visual patch on my roof where a hole was drilled and multiple drill holes on the side of my house. Yes, these are filled, but very noticeable.
  2. Bent gutter 

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