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Complaint Details
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Initial Complaint
02/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I bought a solar system from Revolusun (now Solaris) with a performance guarantee. The system is not generating the guaranteed amount but I cannot get them to respond to my correspondence.
Business response
02/29/2024
Solaris Renewables has been in contact with **************** and will continue to do so. There is a difference of interpretation in the situation, but we will continue to work and find a solution that is agreeable to both parties.Customer response
02/29/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I heard from the owner on Monday that he would have *** cut the check that they owe me. I have heard nothing since. Now they are stating that there is a difference of interpretation in the situation. I have not heard from them since Monday and I have no idea what the "difference in interpretation" is.
I have a contract with a performance guarantee and the system they sold me and installed is underproducing the guarantee. There is no other "interpretation".
This situation is extremely frustrating and I have to fight through it with them each year. I just want them to adhere to our agreement.
Regards,*****
Business response
03/05/2024
While we appreciate the customer's frustration & diligence in this matter, we honor all of our agreements & production guarantees. We have not run into a situation such as this where the contracted solar production is based on tree removal per the customer, but is now denying that. We did not catch this prior to installation to bring the production estimate back to existing conditions. We have learned a valuable ****** to not provide agreements with potential production in them & to only use existing site conditions. We'll pay the customer & continue to work through the situation.Customer response
03/06/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
The situation is frustrating enough without them inferring that I lied and created this situation. I am not going to close this matter with this in the record. We never discussed tree removal. If we would have discussed tree removal, it would have been a non-starter. The tree is over 60 years old and an integral part of the property. We would never have considered removal. I do not appreciate the fact that they are trying to portray me in a negative light due to an internal error on their part. Still open.
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FAQ
Regards,*****
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Contact Information
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.
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