ComplaintsforEnergy Select LLC

• Initial Complaint

  04/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We originally spoke with ********************* who talked us into getting the solar panel installation. The day after we signed the contract, we told ***** we discussed it and changed our minds because of the expenses incurred with removing a large tree in the backyard. She dismissed our concerns and stated that we would produce plenty of solar to save money, get significant SRECs on return and that she would highly advise we not cancel because it would cost us. Since the day our solar system was turned on, we've had nothing but issues. Our system is constantly not communicating, not producing and our electric bill is outrageous. And our power was completely out during freezing temperatures and we were told by ***** that its absolutely not our system. We had HVAC technicians come out twice, our power company come out twice only to have the realization that our solar system wasn't installed properly and the reason our power didn't come on is because there was a switch set to manual. We've reported issues through the customer service advocate, ************************* and *******************, where we get the runaround. We've been pointed in the direction of *****************************. Because of the continuous faults we've encountered, the terrible customer service, the week without power that was dismissed, we've asked for a reasonable accommodation including financial compensation for our troubles and an actual fix to the system. We are paying $300 a month for a system that doesn't work and terrible service. Currently, we're experiencing yet another communication issue, we're still waiting to hear back on a "escalated ticket" regarding our battery and any type of communication regarding our "important business".

  Customer response

  05/11/2023

  The form is not allowing me to submit the documents.

  Customer response

  05/22/2023

  ---------- Forwarded message ---------
  From: **************** <*******************>
  Date: Thu, May 18, 2023 at 8:18 AM
  Subject: RE: You have a new message from the BBB of Metro ************* & Eastern ************ in regards to your complaint #********.
  To: Better Business Bureau <*********************************>
  

  
  
  

  Please see the attached documents, the portal would not allow me to add them yesterday. Please note that these are the only documents we have regarding this project and no attempt of documentation has been made by Energy Select.

  Regards,

  *************************

  Business response

  05/22/2023

  We apologize for any confusion caused by the cancellation policy. Our aim is to ensure customer satisfaction and provide clarity regarding our policies. According to our cancellation policy, you have the right to cancel within 3 days without incurring any charges. You can find the details of this policy in the signed contract attached for your reference.

  After the initial 3-day period, charges may apply due to the work that has already been completed, such as permitting, engineering, site visits, and other related activities. We appreciate your understanding in this matter.
  Regarding the system's performance, we would like to address a previous monitoring issue. We are happy to inform you that the problem was resolved in December 2022. The attached image demonstrates the outstanding performance of the system over the past 5 months. Additionally, we have included a production overview for the entire system's lifetime. Please note that some of the data may be inaccurate due to the communication outage, and we sincerely apologize for any inconvenience caused by this. 

  We value your satisfaction and strive to provide you with accurate information and exceptional service. Should you have any further questions or concerns, please do not hesitate to contact us.

  Customer response

  05/22/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  You continue to fail to see that we requested a cancellation through ********************* within the timeframe that she ignored.

  We are still waiting to hear why we are not receiving solar credits. You state that you will contact the company and that we should be receiving them. Then you turn around and say that you won't do it.

  You also have not resolved our battery issue - which was submitted as a request to replace the battery.

  You continue to lie on the tickets stating someone has come out to our house to resolve the issue - when no one has been to our house since February timeframe - which was when the battery was supposed to be submitted for replacement.

  Lastly, you have yet to even recognize that we requested financial compensation (credit or otherwise) regarding the failure of your product in the middle of winter. Your company refused to come out when the solar didn't switch on because "you saw it was producing". You required us to call our electric company out twice, ******* and *** out twice only to find out that it was your equipment that was installed incorrectly. You left a pregnant woman, a two-year-old and family without heat and other electricity for over a week for absolutely no reason. We are still eagerly awaiting your reply for why this happened.
  
  Regards,
  
  *************************

  Business response

  06/01/2023

  We would like to inform you that the Solar Credits are not provided by our organization. The funding is actually provided by **********, an SREC aggregator, who has access to the monitoring system of your solar panel setup. They will compensate you according to the current market rate for each SREC that is generated. We have included a PDF document named "************statement" which illustrates the details of your payment.

  As the solar installer, we have facilitated the establishment of your account and granted ********** monitoring access to your site. If you encounter any issues regarding missing payments, we recommend contacting ********** directly for assistance.

  
  During our previous discussion, we addressed the period when your monitoring system was not functioning correctly, resulting in the loss of SRECs. We reached out to ********** on your behalf, and they have assured us that they will reimburse the missing SRECs now that the monitoring has been fixed and can provide previously missed data. Please refer to the attached email for further information.

  While we maintain the cancellation clause outlined in our contract, I would like to apologize for any miscommunication that may have occurred on behalf of Energy Select. Regarding the week of power outage and the persisting issues, I would like to extend an invitation for both you and ***** to visit our office. This will allow us to review timelines and have a detailed discussion, enabling us to formulate a mutually beneficial plan. Please let me know your thoughts on this matter.

*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. ↩