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Complaint Details
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Initial Complaint
09/27/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Solar Sam personnel did a good job of installing our system in October/November 2021, and all was well for quite a while. In April of 2023, however, the system stopped communicating with Enphase, the company that made much of the equipment. System communications are used to report the status of the equipment, as well as the amount of electricity being produced. After several unsuccessful attempts to contact Solar Sam personnel, I finally was able to reach a person who assured me that the problems would be resolved. That was at least three months ago. My system is still not communicating with Enphase, and nobody is doing anything about it. They list phone numbers, email addresses, etc. that do not work. Further, their facebook account was being monitored by a former employee--so they apparently do not care about their reputation on social media. Frustrated since the Enphase communications were one of the big selling points!Business response
10/19/2023
I am currently working with the manufacturer to resolve this issue.Initial Complaint
07/21/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Ordered and paid for 2 batteries in February. Not received yet in spite of repeated calls. Found batteries available on Amazon. Solar Sam not answering my phone calls or returning phone calls.Business response
07/24/2023
We are unable to find this customer name and/or address in any of our systems and cannot find a record of any payment.Initial Complaint
06/20/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
In December *** and I met with ***** from Solar Sam we were told that we would get a government tax incentive of $ ***** to help off set the cost of the solar panels our first payment woul not be for a year so we coul place our saving from not having an electric bill this was to lower the $360 payment to about $200. We were also told that they woud have a switch that if we lost power from our electric company the panels would kick in.The panels were to be installed in February. As it turned out we did not get $***** tax incentive it was only about$3000 The switch was not to be installed and installation was not done in Feb. ***** told us all lies and was fired March 8 I emailed Solar Sam Stating that I wanted to cancel everything because we found that most of the reasons we decided to go with the solar panel was a lie. ******** then told us he would make everything right we wre to get the switch and the payments were to be delayed till April **************************************** Mid May but during installation our internet cable was cut which cost us $175 to fix which Solar Sam refused to pay plus the damaged my wall putting in the new ****** box. When the inspection from our electric company was done IT FAILED. that was one month ago as of yet they have not fixed it so they can not be turned on and Solar Sam refused to take our call.With each passing day we lose money in the summer you are supposed to bank electricity for the shorter day in the winter.At this point we just want tem to come get there stuff and pay the finance company back the money they received plus interest for work that was not done as promised.Customer response
07/24/2023
I have only been told they will fix the issue but as yet they have not.Customer response
07/28/2023
From: "Renewable Energy" <********************************************>To: "******************" <*******************>, "***********************" <*********************************************>Cc: "Solar Sam Projects" <*********************************>, "*****************************" <*********************************************>, *********************** <*********************>Sent: Wed, Jul 26, 2023 at 1:04 PMSubject: RE: *************** solar systemI am needing information on when this job will be completed. Our member has called multiple times stating the work is still in progress.
Can you please reply to this email with an update.
Thanks,
***************** CEM
Phone: ***********************
Address: PO Box 220, ****************
Energy Services Advisor
Website: www.**********
From: ******************
Sent: Thursday, June 29, 2023 3:42 PM
To: *********************** <*********************************************>
Cc: Solar Sam Projects <*********************************>; ***************************** <*********************************************>; *********************** <*********************>
Subject: RE: *************** solar system*****,
I went to the **** location today. The disconnect has not been changed. As stated in the previous email it has to be a visual open type disconnect that will separate the solar from the utility.
Our member also mentioned that this system would be capable of operating during an outage. If this is the case there will have to be some sort of transfer switch to disconnect from the utility the same as if they were using a generator. The *** states that this system is the type that shuts down during a utility outage. Please clarify.
It does not appear that any updated plan set or revisions to the application have been made to reflect the changes that were made in the field. Perhaps this is an oversite on my part. Could you please resend the updated information once this job is completed.
Thanks,
***************** CEM
Phone: ***********************
Address: PO Box 220, ******, ** 65081
Energy Services Advisor
Website: www.co-**.coop
From: ****************** <*****************>
Sent: Thursday, May 25, 2023 6:55 PM
To: *********************** <*********************************************>
Cc: Solar Sam Projects <*********************************>; ***************************** <*********************************************>
Subject: Re: *************** solar system***********;
The disconnect must be labeled as the point to disconnect the solar array from the grid. It has to have a visual open and access to the solar wiring connections for testing. It has to be separate from the utility owned meter base. Breakers are not an acceptable means for a disconnect.
Hope this helps.
Thanks.
***
On May 25, 2023, at 5:01 PM, *********************** <*********************************************> wrote:
**EXTERNAL E-MAIL**
***,
Hi my name is ************** oversee the electrical side here at solar sam. I just wanted to introduce myself and had a couple of questions. I was looking over the email you sent for ***************** solar system inspection and wanted to get a few things clarified. I saw that you sited that the plans do not match whats installed and you are correct, we had to add a smart switch for sunlight backup and I have already summited for a design change to match what is installed. I was wandering about the disconnect, what is an approved type? also where I connects to the grid power, it is a breaker back feed connection, so the breaker acts as a disconnect that is in the combo meter base on the pole, from there it goes into a smart switch. Please get back to me with any questions or comments and I will do the same when we get a new set of plans. Thank you.
***********************
Solar Sam
Initial Complaint
04/04/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Initial Complaint
02/03/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Business response
05/10/2023
Initial Complaint
12/30/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
Business response
01/18/2023
Initial Complaint
10/18/2022
- Complaint Type:
- Order Issues
- Status:
- Resolved
Business response
11/18/2022
Customer response
11/18/2022
I have reviewed the response made by the business in reference to
Sincerely,
*******************
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