ComplaintsforSynergy Electrical Systems Inc.

• Initial Complaint

  07/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a solar system along with the batteries approximately September of 2021. The solar panels were installed, and the batteries were also installed. No problem there. However, the batteries need to be commissioned, a code entered into the system and sent to Enphase for production and monitoring in order for the batteries to kick on when the power goes out due to storms. As of this date, the person, Rick S****, is now ghosting me and will not finish the project. At this point the $12,000.00 batteries that I paid for are useless to me. I have a contract for the entire job to be completed along with an array of text messages in which Rick indicated that he was coming to finish the job but he never responds or shows up.

  Business response

  10/07/2022

  Business Response /* (1000, 10, 2022/09/01) */ **** did contact me on July 21, 2022. This was her first attempt to contact me, she was trying to contact an employee that had not worked here for months. I had no idea there was an issue with her battery's. I called her back within minutes of her first email to me, explained to her that employee did not work here anymore and that I would take care of anything that was not correct. I reached out to the sub contractor that does our installs minutes after talking to **** on the 21st. I approved the charge for them to go out and look into the problem and fix if required. So, in less than an hour, I had contacted her, and spoken to and scheduled with the sub to fix her problem. See message attached from Bruno at 2:09 the same day just getting approval for pricing we had already discussed earlier. We had to go though Enphase which is the battery/solar panel provider to clear out and reestablish permissions and get codes to reprogram the system, the initial set up did not take. You can also see by the attached email messages, the system was set up and running as of Aug 1, 2022, they just needed to return to set up WIFI to the box, this is only to have access on a cell phone or app, the system was working. Keep in mind, this is not the solar system, that has worked from day 1. This issue we are discussing is only the battery backup, in case of a power outage. The wifi was established soon after. So in short, the customer contacted me on July 21, 2022 and brought a problem to my attention. I contacted her immediately and with 7 working days, had the problem resolved even with having to go through the manufacturer to clear out and reestablish permissions and codes and assign to a sub contractor. You can also see, I was in constant contact with her since the initial call. The email chain does not show phone conversations, but there were a few in between which I answered or called back withing 15 minutes every time. By the way, this is not a Synergy Electrical Systems job, if this complaint is on file, this is not the correct company to attach.

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