ComplaintsforLotus Energy and Solar

• Initial Complaint

  12/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My Solar system went live in March 2022. The first month it worked good. right after that, I noticed my electric bill getting high and back to pre solar amounts . It took me a few month fo figure out the issue. I called Lotus. they did not respond,. I called a week later. no response . I sent an email;. no response . After 2 months of this I finally got some one to the house. They contacted Enphase which provided the issue. Then Lotus then claimed there is no issue even after I heard them on the phone with Enphase. I have had serious issues with this company from the beginning . My attic fans have not been installed. (They are part of the package that I purchased). This has costed me thousands of dollars in extra expenses. Myself and my animals were suffering all summer in the heat from not being able to use my AC necessary enough to cool my house, and now it is getting cold and I can't heat my house without paying hundreds of extra dollars. I am disabled and this is causing so much extra pain and discomfort. The stress is becoming unbearable. I need the work completed with the attic fans installed. I want the malfunctioning equipment replaced. I have documentation to back this up which they have ignored .

  Business response

  01/11/2023

  In regards to this complaint. On March 12th 2022 we sent our technician out to the location to commission the system for the customer. On that same day our technician was on site to install the Solar Attic Fans. On that day our technician clearly noted to the customer and in our CRM that the fans did not fit existing flange. The metal roof on the home would need to be pulled for proper installation. We are not capable of doing that work. The technician advised the customer there would be damage to the roof and fans if we tried to install them incorrectly and was advised that if we moved forward that he would have to pay for the repair to his mounting flanges and fans. When technician was on site he did explain this to the customer and customer stated he was going to call and complain. Afterwards there was no interaction with the customer until October of 2022. Customer called in on 10/4/22 and spoke about his bills being higher. At that point we called Enphase to see if there was any issues with his system. They advised at that time via verbal and email that there was a shading issue with the customers location. They advised that they have records of customer calling into Enphase and they explained to him on their end that there is a shading issue and he will not be getting peak performance without trimming his trees. On 10/19/22 we sent a technician to the location and he advised there were trees that needed to be trimmed and we then proceeded to ask for a firmware update from Enphase on the system to make sure that it is performing at peak level even with shading being a problem. On 10/24/22 the office reached out to the customer to make sure that he could monitor his system with no response from the customer. On 10/28/22 Enphase sent an email to Lotus as well as the customer explaining that the loss of production is due to seasonal shading. In the email Amber from Enphase states "after further review of this system we have determined that the noise previous notated on this site is not the issue for the loss of production, the loss of production is due to seasonal shading. When looking back at the summer production we can see that all the micro-inverters were performing at their peak production and that there was no been no communication loss." After the email was sent to Lotus and the customer there has been no other communications from the customer in regards to his system. Lotus has been closely monitoring the customers system via the Enphase portal and it shows that the system is operating as expected with the notated shading issues.
  
  Please see attached.
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  Business response

  03/03/2023

  Once again. What ******** is stating is incorrect. We notate every time we speak with him or even when we leave him a voicemail explaining what is going on with his Enphase system and how we are trying to move forward and get enphase to fix his issue. I have attached screenshots showing the multiple times we reached out with no response and the emails that we just got. The first time ******** responded to my multiple voicemails was on the 28th of February and then this morning I got an email from him which I did reply to.

  Customer response

  03/06/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  These are the phone logs I supplied , and as you can see, when they claimed they called me multiple times with their statement back at the beginning of February. I have provided documentation that this is a not true. They called me one time. Check the dates. These are direct call logs from my phone company. And yes she is correct that I did email with them on the 28th. This was after I had already sent my last response to the  BBB.   I did provide documentation that I've been trying to get this resolved with them since last year. And included is an email from October 6 of 2022. That was never responded to . This has caused me thousands of dollars above and beyond what I am already paying. 
  Sincerely,
  
  ******** ********

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