Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I utilized this company in September 2022 to replace our roof. They were explicitly notified by myself and husband that they had to use ***** to remove our Solar panels otherwise it would void our contract with *****. They completed the work in October 2022 and we were assured by the vice president that the company that removed the solar panels were contracted with *****. Six months later in April 2023 our solar stopped working we contacted ***** who informed us that Western Skies Exterior did not use a Tesla certified contractor to complete the work and now ***** is asking for $5000 to complete the work and get our solar working. We have been told the company would look into it and contact the 3rd party but they have been unable to certify that they were allowed to work on the solar panels. Now we are having to pay not only for the solar panels that aren't working but are being charged from the electrical company every month. They also utilized the wrong shingles that were of lesser quality they they quoted our insurance company and were supposed to replace it with the proper Shingles November 18, 2022. They cancelled that day and have not rescheduled or contacted us to do so.

  

  Business Response

  Date: 10/03/2023

  Insurance claims and the construction to complete them can be a confusing.
  
  Western Skies Exteriors works really hard to communicate effectively with all of our clients.  However, sometimes, no matter how hard we try, there is still confusion.  This is a perfect example of that.
  
  The homeowner has been sent the Tesla approved contractor forms for the subcontractor that removed and reinstalled the solar panels multiple times. However, they are still confused as to them not being approved. 

  
  This is the first we have heard that there is now an issue with the system, so we have contacted the contractor who performed the work and they have already reached back out for a warranty call, and will find the part that isnt working and work to get your issues resolved with your system.  We all know that parts fail, and it is easy to blame the last person who touched your solar system, but the reality is that the system was working fine after it was reinstalled. 
  
  Either way, we are having the team work to assist you in getting your system up and running again.  Unfortunately, Western Skies and our contractors are not responsible for any downtime of your system, or parts that were not damaged during the work, and so we are not able to help with that matter.
  
  Regarding the shingles, the homeowner was informed of the use of different shingles in 2022, and they chose to accept a cash rebate instead of changing out the shingles. 
  
  We certainly understand that people can change their mind, however this situation was already agreed to, and we are unable to take any further action regarding changing shingles as the homeowner already made their choice in 2022.
  
  Western Skies Exteriors works with all of our clients who may have an issue, and we take pride in having great customer service.  

  Customer Answer

  Date: 10/07/2023

   
  Complaint: 20649741
  
  I am rejecting this response because:

  
                  Communication is a key element to running a successful business. That being said my initial correspondence with your company was on May 3,  2023, and I received message back from ********************* the Director of ************ Services of Western Skies Exterior on May 5, 2023. The communication was a direct result of ************** visit on May 2, 2023 where they responded directly holding the 3rd party responsible (in this case Western Skies and your affiliates)  for the improper reinstallation causing a full void  of our solar warranty with them. I am unsure why this is the first you have heard of it.
                  We in fact have received the third party agreement from your approved contractor,Unfortunately, It is not a representation of a contracted company with ***** but is a mere request for ***** to allow them to perform work on our house.This form should have been turned into Tesla prior to any work being done and since that is not the case as I did not receive the form until after May 3,2023 it reiterates the fact the work was done to our roof not authorized by ***** and again voiding our warranty.  I am sure you can agree that since we did not have a contracted agreement with the third party contractor that was employed by  Western Skies the above would directly hold your company responsible for the malfunction and void warranty and any financial burden that was accrued.
                  Digging deeper into your claim of us declining new shingles and taking a cash pay out this is  completely false. If you review the invoice from your company as well as our insurances. You collected nearly Twelve Thousand dollars more than agreed upon by my ***************** and yours. Mind you we were promised a pay out by your vice president along the same motto of your response that Insurance claims and the construction to complete them can be (a) confusing. That being said we actually had to ****** money to pay you entirely under the impression that your workers needed paid and the insurance still owed us *********. Our minds were never changed but unfortunately, lessons were learned regarding putting trust in your company.
                  We were contacted by your Vice President of company and were told that during a review of your books the wrong shingles were used and that do to fear of an audit the roof had to be replaced for your company to be in compliance of what you charged for the shingles. Western Skies arranged November 18, 2022 to complete the reroofing but cancelled and never contacted us again.  The only thing we did not have you replace were the gutters and the paint as we were told the gutters were in working order and the paint would only cover part of the house not the whole thing.Again, you received every ***** the insurance paid out to us and then some. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 10/30/2023

  1st.  The total amount collected by Western Skies was ********* for the entire job.  The invoice that was uploaded by client was a supplement sent in to insurance and it was never paid by insurance, and never collected by Western Skies.  There were never any checks written to our company as claimed in excess of the *********.  In fact, we provided the final invoice, attached, that listed all payment and a line item for shingle difference.

  2nd.  Detach and Reset Solar performed the work, they are an approved Tesla contractor.  Further they have a 10 year warranty on all past work.  They have contacted this client to perform any warranty work and resolve this issue.

   

   

  

  Business Response

  Date: 11/02/2023

  This is the technician notes from the solar company about the warranty work at this property.
  
  Seems it was a simple fix, and not a huge deal like this client portrayed it to be.
  
  I appreciate your help on this matter, and let me know if I need to respond more.
  
  Thank you 
  

  
  

  Customer Answer

  Date: 11/05/2023

   
  Complaint: 20649741
  
  I am rejecting this response because:

  Again, while Detach and Reset Solar has assisted in helping us get our solar working it does not negate the fact that our solar warranty with Tesla was completely voided as a direct result of Western Skies not following through properly to ensure all parties were in compliance prior to initiating the removal of the solar to begin with. It is not the Detach and Rest Solar warranty we are concerned with it is Teslas that was revoked as we had a life time warranty with them. 

  Sincerely,
  
  *********************