ComplaintsforSolar Roofing & Construction Specialist Corp

• Initial Complaint

  03/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Signed a contract for 11 Kw of panels and 20 Kw of battery backup in June 2021 for $64,000. No project information or details were given. The interconnect took months due to a lack of communication between SES, ***********, and myself. The original plan to have the batteries and equipment installed the garage. When I came home the equipment was installed outside and batteries were not installed. It has been 7 months since the project was signed and we still don't have an operational system. I informed the president there was a roof leak and we had to have a roofer come out to confirm they moved a vent causing a leak into the house. The performance of the system is horrible and will take decades to return due to inefficiency. It has taken months to get resolution and we have a power and solar bill with minimal performance.

  Business response

  05/18/2022

  Business Response /* (1000, 5, 2022/04/08) */ Mr. ******, We apologize for any issues you have with SES and we would like to take this time out to respond to your complaint. The average solar system that gets installed in Florida usually takes 3 to 6 months depending on the engineering time and the local permit jurisdiction as well as a company availability of installation time frames. We first send it off to our engineer and then to the county or city for an electrical permit. Then we must patiently wait until the permit is issued and that is out of any solar company's control. Concerning your interconnection agreement with************ all we can do is submit as soon as your system is installed, and it passes inspection. Once we submit it electronically,***** then sends you an edoc to sign. After that it is simply out of our hands until the meter is installed and that is exactly what we did on your project as well as every other job we install. As far as your battery that the salesman sold you that information is on your contract and when you requested the spec sheets from the sales rep, he emailed them right over to you. Our company procedures are after the battery system is installed and functional then we email you all the specs sheets and warranty information. As far as the battery installation time frame please remember when we wrote you up, we were in a middle of a pandemic. When we ordered your batteries we had no control over when they came in. Pre-pandemic it was only a 3 to 6 week wait on average. Other similar products like Tesla Powerwall for instance is about 18 to 24 months to be installed. Based on that one example we are getting you installed quick. I also explained to you that we are not a perfect company and no one is, but any mistakes that were made that I will make it right. When I got involved with you personally especially towards the end you became very abrasive and also hung up on me for no reason because I stated that you are under contract as well as I am for the batteries. This is no way to communicate and get issues resolved between you and our company. We have been in the solar business for over 6 years now in Florida and our history and reviews show that we try our best to make every customer happy within reason. Mr. ****** once again please accept our apologies for any mistakes that were made, and we do truly appreciate you and value your business and will make this 100% right with you. Since reporting to BBB we have made good on the install of your PV and batteries as well corrected any other issues. We would hope that a customer wouldn't resort to filing a complaint with BBB during the installation process we do understand your frustration. However we take customer satisfaction seriously and we wish that we were given the opportunity to make things right before you filed a complaint. We are happy to have your system operational and we look forward to working with you for many years. Consumer Response /* (3000, 7, 2022/04/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) Per our original BBB complaint here were our issues with SES: 1. No product details or information 2. Lack of communication 3. Roof damage and batteries 4. Incorrect installation 5. Lack of customer service I will review each of these in my reply. Regarding lack of product details or information you mention your company does not send product details until after we receive the products. Specifically, we're referring to the 240 plug that was to be installed in the garage for our rapid car charger. We have text messages showing your sales representative saying you were getting the plug multiple times. Yet, we weren't getting any information about it so we could order the rapid charger. Finally, when the installer shows up, he tells us he bought the plug and installed it. Let's mention here he installed an outdoor plug inside the garage, so it is not flush with the wall and the other plugs. In your BBB reply you do not answer our issues regarding the lack of communication. While you did finally apologize for the issues we've had, you never address this specifically. Every single text message is initiated by us. WE have to ask for install, when the install will happen, for service on how to call the electric company, where the inspection forms are (because they were missing), for help, for post-installation follow up on how to operate the system, to ask for help with the rain pouring from the vent in our daughters' bathroom, for service and help why the system has to be reset almost every week, and basically to get any service at all. It wasn't until our complaint with BBB was filed that you finally had the roofer and the original installer contact us and come to correct the issues. We asked for a face-to-face meeting, and you said you would come to our house and talk. You showed up, dropped off products and left without speaking to us. No one calls us. No one comes to our door to explain how to operate the system we're paying $64000 for. They install it and leave. When we do receive communication it's rude, it's unprofessional, and you never accept any blame whatsoever. I'm honestly not sure who wrote this BBB reply because the person who wrote this reply has a different grammar structure and tone to which we have received previously. Please see attached pictures of text messages. ` Moving on to the roof damage as previously mentioned. We had water streaming into our daughters' bathroom for over a month. We asked for help from you and from 2 of your employees. The only thing we received from all of you was a message that your installer said he didn't do any damage. Again, it wasn't until our BBB complaint that you sent a roofer out to look at the issue. He took a picture and showed it to my wife and with the original installer present he said it was the solar installation's fault. He said the installers moved the vent to fit the solar panels in. He said he would tell you the leak is the solar company's fault, and you would fix the issue. This is when you finally sent people out to fix the roof leak 4 days after the BBB complaint is filed. In your reply to our issue with the batteries you mention Tesla and power walls. We did not order either of these, so they are not relevant to the conversation. This is misleading and not helpful at all. The issue is not that the pandemic was slowing them down, we completely understand that. The issue is that the installer you sent to install the 240-plug told us that you had the batteries sitting in a warehouse that was a couple of hours away. Our 4th issue was incorrect installation. First, the inverter and the breaker boxes were installed outside. This is after we had conversations when we signed the contract with your sales representative and a pre-construction walk through talk with the original planner/installer that EVERYTHING (besides the panels) would be installed in the garage. Once everything was installed outside, we had issues getting service connected. We had issues with the equipment working correctly and it needed to be reset once a week, every Monday to be exact. Once we filled this complaint you sent out this original planner/installer who was angry and frustrated that he would have to re-do EVERYTHING because of poor workmanship, poor installation, and use of unsafe materials. Our latest discovery is that the wrong electrical wire gauge was used causing an unsafe and dangerous situation because it could cause a fire. Ever since our BBB complaint was filed the original installer has been here he has expressed just how awful the installation done by your substitute was. Our last issue in the original complaint was a lack of customer service. Every step of the way we have had to initiate communication. Every interaction is a response to something we said or did. To add to that we've had terrible text communication, been involved in company drama, and lied to. Specifically speaking see the following examples: Text communication- Interesting how you finally take the initiative to text us after the BBB complaint. However, it was only a text saying you're upset we filed this complaint, and we should have handled this personally. We've been asking for help since the very beginning. The very beginning in August of 2021. Company drama- We had phone calls and visits to the house by employees telling us that our sales representative was fired, and we should work with a new representative. When we tell him our issues, he wants to fix it. Then, when we finally talk to you the owner and we never hear from the second salesperson again. You tell us it's company drama. We didn't ask to be and don't want to be involved in this, we just want our solar that we're paying for to work! Lies- Someone is lying about who was buying the 240 outlet and why an outdoor outlet was bought, who moved the vent on the roof, and who made the installation errors. If we didn't initiate this complaint nothing would have changed, and you would continue to ignore or deny there was an issue. As for an update, it wasn't until our BBB complaint that you act and even in your BBB reply you admit to waiting that long to take action. And, to this day as we write this reply the system is STILL NOT running. It's STILL NOT completed. We are your last priority. This is the ultimate sign of disrespect for us as customers. This is professionally negligent behavior. You've put our family's safety into harm's way. We're spending money on a system that isn't working, and we have been denied the service you said you would give us. Each month since August of 2021 we have asked for help and your company has dismissed us. We are tired of the lies and manipulation and now the slander through BBB that we are at fault and abrasive because one time in months and months of deceit we cannot handle your abuse anymore. Quite honestly ALL other projects should have been halted until our solar system is correctly and safely installed. We are paying customers, we are asking for help, and you continue to deny us due service. We are disappointed and disillusioned by your sub-par results. We would like to officially request arbitration through the BBB. Thank you. Business Response /* (4000, 9, 2022/04/30) */ In response to your most recent complaint: 1. No product information- Concerning the 240 plug. This is the very first time I'm hearing that you have an issue with the plug. You never mentioned it in your original BBB complaint nor did you mention it in conversation. It appears you're upset because you weren't told ahead of time that it was being installed. We apologize that you weren't told ahead of time, but now that it's installed how can we fix this? The installer showed up to do his job and I will take the blame for you not being told that the plug was going to be installed that day. Yes, an outdoor plug was used and the only difference is the way it sits on the wall. This can be corrected, but we would need to know that it is an issue first before we can correct it. We typically don't cut into walls and put plugs inside of the wall since it requires putting holes in the wall and/or walls being patched and painted, however, our installer has been in touch so this issue has been addressed since the BBB complaint. 2. Lack of communication - Again I can't apologize enough since you feel like there was a lack of communication. It appears that most of your communication was with a sales representative. To date, I don't have any record of you contacting the office. While I'm not making excuses, it wasn't until I was informed there was an issue that I could even begin rectifying any issues. When I came out to your home to meet the installer on a Sunday I chose not to knock on your door because it was a Sunday and I wasn't sure how you would feel about an unannounced guest knocking on your door to conduct business. The installer informed me that you were inside with your family. I stayed on site for a while, but you didn't come out and I chose not to disturb you since when I sent a text message the day before asking if I could speak with you in person you didn't respond to my message. 3. Roof damage - has been resolved since the original BBB complaint, but once we were made aware that there was an issue, we fixed it. I told you on numerous occasions that I will make everything right and I mean that. Batteries - have been installed since the original BBB complaint. At one point during the process you told us you didn't want the batteries, but we told you that we have to fulfill our agreement with you and install what you paid for. You were upset because the batteries took so long to be shipped but per the battery distributor, due to Covid, batteries have been on backorder. Unfortunately, we did not have the batteries delivered to us until March 9, 2022. As much as I wish I had control over delays due to materials being back-ordered due to Covid, I don't. Most of our vendors are experiencing delays because of material shortages. As far as the installer said they were in a warehouse a couple of hours away, they were actually in a warehouse closer than that. The delivery was delayed due to an issue with the delivery truck, but again we are talking about a couple of days so the earliest we could have had the batteries is March 7th or 8th, 2022. We only mentioned ***** in our original response as an example of how long it takes for a typical battery install from most of our competitors. Before the pandemic, for us, a typical battery order would take no more than 6 weeks. 4. Incorrect Installation- The installation was done according to the engineer's specifications. You are incorrect by saying the wrong gauge wire was used. It would have never passed inspection if there was an issue with the wiring. That's the very first thing inspectors check for. We apologize if the original installer was angry and frustrated. We have since parted ways. Not because of his quality of work, but because of his lack of customer service and patience when interacting with our customers. I will admit that we seem to have a disconnect between the sales representative and installer. The sales rep promised things that we weren't aware of and we have used this experience as a learning one so we can improve the communication between us. 5. Lack of customer service- you mention that we didn't reach out to you until the BBB complaint and that's incorrect. Once I was made aware of the issues I reached out to you. You mention that you have been in contact with the sales rep, but I'm not aware of that unless he tells me. We did not get a phone call from you to the office. If we had I would have known right away. Once I was made aware that you had concerns, I told you I would take care of them. You mention that employees visited your home, I believe that was the original sales rep who was an independent contractor. Since the original sales rep was out of town indefinitely, we had another sales rep take care of you. Ultimately, we just wanted to get you taken care of and that's why you had two different sales reps. Both of these gentlemen represent my company, but I can only control so much. If either did anything that you aren't happy with, then I need to be made aware so it can be addressed. As far as the lies you speak of, we take full responsibility for the issue with the vent. We cannot apologize enough, but as I've said numerous times we will make it right and the roof issue has been fixed. You keep saying it wasn't until the BBB complaint that we took action to resolve any issues, but that's not correct. Once I was made aware of your issue with the vent I had two people go out to your home. This week I also authorized someone from my office to go out to your home to take a look at everything, take pictures and see what concerns you have, but you didn't allow him to come. I'm not sure how we can resolve any issues if we can't assess the situation. We take full responsibility for things not going as smoothly as they normally would and we offered to take care of your solar loan payment until all things are rectified, but you refused that as well. I'm sorry you feel like you are my company's last priority because that couldn't be further from the truth. In our response, we did not say that we waited to take action after receiving your BBB complaint. In fact, we were quite puzzled about receiving a BBB complaint since we had been in communication with you and were working with you to correct any issues. We never want a customer walking away from working with our company with a sour taste in their mouths. Admittedly this process hasn't been as smooth as I'd like it, but we are trying hard to address and resolve all of your concerns, however, it makes it very difficult to resolve anything when we do more communicating through the BBB than with each other. We have to work together to make sure you are satisfied and you have to allow us to do so. Consumer Response /* (4200, 11, 2022/05/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) This contractor continues to lie in an attempt to cover up his mistakes. We believe he is in breach of contract and are formally requesting arbitration. The damages done to our property and time it took to install this are outside the signed agreement. The lack of communication and customer service do not represent the current BBB ranking.

*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. ↩