![](https://m.bbb.org/prod/ProfileImages/ace6eb13-fa31-4da4-afaf-a3e04511e3d1.jpeg?tx=w_150)
Customer ReviewsforHawaii Energy Connection LLC
5 Customer Reviews
- Date
- Highest Rating
- Lowest Rating
Review from Gerika K
1 star02/28/2024
In the beginning, KumuKit was so responsive and prompt in scheduling quotes, receiving payments, sending over contracts, and making appointment for installation. However, things changed when we began to experience issues. Our salesman would buck it over to others. He would give numbers to call to set an appointment for troubleshooting. It was often blamed for brand of battery rather than being solution oriented. We would hear, "generac is experiencing issues" or some pv panels need troubleshooting or reset. One field guy has been the only helpful worker from Kumukit. He has helped to keep track on how our system is working. He is prompt in putting in work orders to replace parts. He even recommended to KumuKit that a battery replacement would be best. We installed our system in late 2020 and the field worker has been replacing parts and troubleshooting over a 5 times in one year for the past 2 years. KumuKit's top service is only top notch in sales because it is a marketing scheme. They want to reel you in for installation and then is no longer helpful. We have 2 generac batteries and 27 panels yet our bill is consistently over $300 and even on some months it was over $700. I would never recommend this company! WHAT A SHAME!Review from james b
1 star04/05/2023
terrible customer service and wonder if ********************** is still in business. They installed my Kumu Kit solar panels a dozen years ago and some microinverters have failed and replacements were ordered months ago. I have had no response from them after multiple emails and phone messages. I would be happy to get advice as to what to do next and not just receive some platitudes from the company (see others' reviews) about desiring to provide top service. ************Hawaii Energy Connection LLC Response
04/13/2023
We sincerely apologize for the inconvenience raised from your complaint to us and we promise to work at correcting this matter and improving our overall customer experience. Our customer service is a key component to our operation here at Hawaii Energy Connection (HEC) and we strive to provide informative updates and prompt responsiveness to our customer and their concerns. The goal at HEC is to meet and exceed our customers expectations to establish a top in class support section for our customers. Unfortunately, with the recent increase to Hawaiis electric rates and multiple manufacturers recalls, we have been inundated with calls from concerned customers with questions about their high bills. This increase in requests has exceeded our current customer support capability and we have recently added additional staffing to meet the increased volume of support calls. After reviewing the concerns that were provided, we were able to reach out to you on 4/6/23 and scheduled you for a swap on 4/12/23. Once the swap was completed, we were able to confirm with you on 4/12/23 that your system is operating as intended. Thank you we appreciate your patience and understanding as we navigate through this increase in customer support calls.Hawaii Energy Connection LLC Response
04/13/2023
We sincerely apologize for the inconvenience raised from your complaint to us and we promise to work at correcting this matter and improving our overall customer experience. Our customer service is a key component to our operation here at Hawaii Energy Connection (HEC) and we strive to provide informative updates and prompt responsiveness to our customer and their concerns. The goal at HEC is to meet and exceed our customers expectations to establish a top in class support section for our customers. Unfortunately, with the recent increase to Hawaiis electric rates and multiple manufacturers recalls, we have been inundated with calls from concerned customers with questions about their high bills. This increase in requests has exceeded our current customer support capability and we have recently added additional staffing to meet the increased volume of support calls. After reviewing the concerns that were provided, we were able to reach out to you on 4/6/23 and scheduled you for a swap on 4/12/23. Once the swap was completed, we were able to confirm with you on 4/12/23 that your system is operating as intended. Thank you we appreciate your patience and understanding as we navigate through this increase in customer support calls.Review from Stephen F
1 star03/22/2023
HEC used to be very responsive to customer service calls. Unfortunately, we are no longer finding that to be true. We have left several messages and emails between 3/7/23 and 3/20/23 with HEC to service our system which is no longer transmitting data and which does not supply power during HECO power outages. We have battery backup but the power box HEC installed to plug our ********************** into does not work during power outages, thus rendering our battery useless during power outages. Lack of response for expensive equipment is quite frustrating and not good business..Hawaii Energy Connection LLC Response
03/22/2023
The goal at HEC is to meet and exceed our customers expectations to establish a top in class support section for our customers. Unfortunately, with the recent increase to Hawaiis electric rates we have been inundated with calls from concerned customers and non-customers with questions about their high bills. This increase in requests has exceeded our current customer support capability and we are actively recruiting additional staffing to meet the increased volume of support calls.After reviewing the concerns that were provided by ************************ review, our technical department will look into this and contact the customer.Review from Clayton H
2 stars12/30/2022
On 5//4/22 I contacted ****s customer service regarding their Battery Bonus Program. I explained that my solar contractor informed me that my Grid Supply Plus Program may not qualify. Mxxx, looked up the Grid Supply Plus program and told me that I would indeed qualify, even if I already had an existing battery, as long as we were living on the island of Oahu. Based on the information Mxxx told me, I went ahead and contacted my solar contractor sales **** ***** and told him that Mxxx at **** told me that my system qualifies for the Battery Bonus Program. Based on this approval, I requested that Gxxx set up a proposal for additional panels and a new battery under the **** Battery Bonus Program.. On 5/11/22, I received a Sales Agreement, a **** form, and Battery Bonus form. I reviewed and signed and returned the forms to Gxxx.My four new panels were installed on 10/8/22. My new battery was installed on 11/11/22. On 12/26/22, Gxxx sent me an email saying **** rejected my Battery Bonus application. I subsequently sent an email to **** asking how I could appeal the rejection of my application. On 12/28/22, I received a response from ****, which referred me back to Hawaii Energy Connection, who I have since discovered, DID NOT submit an application for my project to be included in the Battery Bonus Program. Hawaii Energy Connection Managing Partner *********************** informed me by phone on 12/29/22, that because they did not believe my application would be accepted, they did not even try. Up until 12/26/22, I was under the impression that they had submitted an application for ****s Battery BonusProgram on my behalf. Between 5/11/22, and 12/29/22, I received no indication from Hawaii Energy Connection that they had not submitted an application on my behalf toward ****s Battery Bonus Program. This is a total failure to communicate to the customer, and keep the customer updated on their situation.Review from Barton M
1 star11/29/2022
they do not answer the phone or return calls, all inquiries go to the same phone number.Their web site does not list possible problem that might be encountered. sigh
Customer Review Rating
Average of 5 Customer Reviews
Contact Information
99-1350 Koaha Pl Ste B
Aiea, HI 96701-5638
Want a quote from this business?
Get a QuoteCustomer Reviews are not used in the calculation of BBB Rating
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.