ComplaintsforC-Tec Solar, LLC

• Initial Complaint

  08/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a $36k residential pv solar system from C-Tec Solar in the fall of 2014. On 08/21/22, we discovered that there was a problem with 13 micro-inverters not working and not reporting usage to the ***************** app. I called C-Tec several times on Monday 08/22/22 and no response. After many attempts on the following day I finally was able to get a person on the phone on Tuesday August 23, 2022. They told me that they're service was "backed up" for 3 weeks. After letting the service rep know of the issue with the microinverters and that we discovered this issue after receiving a $400 invoice from **********, he proceeded to tell me that he could send two people out to my residence to diagnose the issue but that it would cost me $660. We exchanged emails on 08/22/22, 08/23/22, 08/24/22. I called to follow up on 08/25/2022 and spoke to the rep but then was told that he just learned of a death of a family member and he needed some time to process everything. I called the office again today, 08/29/2022 and was directed to voicemail. I proceeded to follow up with email to let them know that if we could not resolve this issue that I was going to contact the Better Business Bureau. To my surprise I received an almost immediate email response letting me know that I was "in the queue"...I am not certain what this means and I am getting tired of the run arounds. I have my contract with C-tec and they had a 13 year 100% labor warrant. Per the contract- "This covers all electrical workmanship and balance of system components(non-solar specific parts). Manufactures warranty applies for all parts..." I would like C-tec to stop giving me the run around, honor their contract obligations, and please fix the issue with the microinverters if they need to be replaced.

  Business response

  09/27/2022

  ***** ******* ***** * ***** ******* ********* *** **** **** ** *** ***** ***** **** ******* ****** ***** ******** *** *** *********   ** ******  

  I did reach out to BBB out of frustration because I had been calling the office for several days and never received a response and in the meantime I was incurring costs from **********.

  It happened that the day that I put in the complaint, you resolved the issue. I didn’t know if this was a coincidence or if you just got to the issue that day. In any case, I want to thank you for resolving the issue and I will reach out to BBB and let them know that this has been resolved and if possible I will rescind the complaint.

   

  ***** ******

  ************

• Initial Complaint

  06/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In August 2014, I purchased from C-TEC Solar a solar system for my home. The micro inverters used in my system were manufactured by ******* ****** and have a written warranty of 25 years. In March of this year, one of the micro inverters failed and C-TEC Solar interfaced directly with the manufacturer to get a free replacement plus installation. In May of this year, 2 more micro inverters failed. I reported the issue to C-TEC Solar, but this time they are pushing back on assisting me to have the micro inverters replaced per the written warranty. First, they stated that the inverter could have been damaged by a squirrel and that I would have to pay for the replacement and the installation. After I discussed with them why that assertion was an impossibility, they arranged for ******* ****** to provide 2 replacement micro inverters. The 2 new micro inverters were delivered to my home on 6/12/22 and 6/14/22 via *****. I reported the deliveries to C-Tec Solar and requested to schedule a date for the installation, and they responded as follows: “Rolando in our many conversations you told us that you would be installing the Micro inverters yourself. If we install the inverters there will be a definitely fuel charge and possibly a labor charge.” I never agreed to do such a thing in any of my conversations with C-TEC Solar. I asked for the evidence that I had agreed to such a thing, but to date they have not responded. This micro inverter replacement is a warranty issue, and as such, the cost of the new inverters and their installation is the responsibility of the manufacturer, *******. If the micro inverters are under warranty, why would I agree to install them myself? Furthermore, I’m a 73-year-old man and it would be impossible for me to climb on top of a roof that is about 35 feet above the ground to do an installation that I wasn’t trained to do, void the warranty, and risk my life. It makes no sense!

  Business response

  07/27/2022

  ***** **** ****** *************************** ***** ********** **** *** **** ***** ** *** ********** *********************** ******** ** * * ********   ******

   

  I'm responding to complaint ID # - ********.  I tried to watch your how to video at: https://bit.ly/ComplaintNowWhat and it brought me to a page that tried to push several notifications and instantly started downloading something.  Can someone please look into that?  Here is our response to Mr. ******* complaint:

   

  In March, 1 microinverter failed and we reached out to ******* and obtained a free replacement microinverter.  We then sent Mr. ***** an estimate for the repairs. The estimate covers the truck roll fee and labor for 2 technicians to replace the faulty microinverter and update the online monitoring portal.  Mr. ***** signed(Please see attached), we performed the work and he has yet to submit payment.  Per his warranty, labor outside of anything due to poor workmanship is not covered, nor is the truck roll fee.  Another single microinverter is now out and Mr. ***** has been in contact with us to replace it even though he has yet to submit payment reflected on the signed estimate.  CTEC Solar stands proud behind our work and dedication to our clients, so to satisfy Mr. ***** we will be sending technicians out today to replace the second faulty microinverter at no cost to him.  Please feel free to reach out with any comments or concerns.

   

  Thank you,

   

  Nick F***** Field Operations Manager NABCEP PV Associate C ************ ************** ************** ** *************************

  
  

  Customer response

  07/28/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  A representative from the C-TEC Solar (Mr. Nick F*****) left me a phone message yesterday (7/27/22) indicating that they will be replacing the second faulty micro-inverter at no cost to me, which I sincerely appreciate.  We agreed to communicate to set up the appointment for the replacement.  On that date I'll provide the CTEC technicians a check for the repair cost reflected in the signed estimate.

  I would like to thank BBB for helping me resolve this issue.
  
  Sincerely,
  
  ******* *****

*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. ↩