ComplaintsforRenu Energy Solutions, LLC

• Initial Complaint

  08/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Just after the panels were installed, I noticed my roof sections where the panels were started developing cracks. No cracks were forming on the roof sides where there were not panels. I contacted **** and they sent someone out and said it was fine and not because of the panels. Which of course someone they sent would say that. Then those cracks started to leak water. The majority of the leak is coming from where their power lines go through the roof. I contacted them again. They stated I needed to find someone to inspect and provide a report proving its because of improper installation. Ive called so many roofers and none will provide a written report. One had done an inspection and verbally stated it was due to improper installation but I was not given a report. Im a still attempting to get a roofer that will give me a written report to provide them. If this continues and the damage worsens I will be getting an attorney.

  

  Business response

  08/14/2024

  In April of 2023, *************************** notified Renu Energy Solutions of cracks forming in her roof. **** sent a technician to the home on April 25, 2023, to assess the issue. The technician documented cracks in the plywood decking, between the trusses. The cracks were determined not to be the result of the solar panels, as the solar panels are secured to the trusses, and do not place weight on the decking between the trusses. Evidence was documented of leaks in the roof around the cracks in the decking, but not around the penetrations for cabling from the solar installation (see photos attached). As a result, the leaks were assessed to not be due to the solar installation.*************************** was advised that she can seek a second opinion regarding the issues with her roof from a roofer, and if a roofer disagreed with Renus assessment, **** would review the conclusions of the roofer. On August 8, 2024,*************************** notified **** again of leaks in her roof. On August 9, 2024,*************************** was advised to contact a roofer to mitigate any further damage from leaks, and to notify **** if the roofer disagreed with our previous assessment that the leaks were not due to the solar installation. On August *******, *************************** emailed a copy of a handwritten statement from a roofing company stating that they believe the leaks are due to improper installation of solar panels. On August 14, 2024, **** spoke to *************************** on the phone and provided a follow up email explaining that we will follow up with her roofer to ask for further details about their assessment, and that **** will schedule an additional site visit to evaluate and collect additional photo documentation based on her roofers feedback, as the issues her roofer reported do not align with the photo documentation we have on file from our visit to her home in April of 2023.

• Initial Complaint

  07/30/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My one year old solar system is underperforming by more than 30%. The company included a performance guarantee in the purchase contract that the system will meet at least a minimum standard across the first five years. For the last few months they have refused to honor the contract and fix the issue and now no longer answer emails.

  

  Business response

  08/02/2024

  Renu Energy Solutions conducted an annual production review of ***************************** solar system in April 2024. The results of this production review indicated that **************** was owed a check from Renu Energy Solutions, per the 5 Year Solar Energy Production Guarantee included in his contract. Unfortunately, **************** did not receive a check. A member of the Renu Energy Solutions team reached out to **************** on Tuesday, July 30, in response to his BBB complaint, to discuss this issue and work towards a resolution. An email was subsequently sent to **************** explaining the process of the production review that was conducted and its results (which had not previously been explained to ****************). A check for the amount owed was mailed to **************** on Thursday, August 1. A member of Renu Energy Solutions' team will continue to follow up with **************** to ensure that he receives the check and that the issue is appropriately resolved.

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is reference to the compliant and response posted October 2023 about 5 solar panels out of 50 panels installed incorrectly. Your technician DID in fact state to me that the panels were installed incorrectly after he and the other technician dryed off in my home from taking the panels down during a rain storm. I have no reason to lie on anyone. What makes matters worse is that we paid for the roof to be replaced because the damage was so severe and you still refuse to answer our calls or replace the panels. We shouldn't have to pay to replace the panels when it was the fault of the poor installation. For you to say that we caused the damage as to say we had someone to tamper with the panels is crazy and completely untrue. We didn't even know about the damage until we tried to sit in our patio area. Just honor the contract and replace the panels. No charge. Proof of no spaces used in the picture.

  

  Business response

  05/14/2024

  Renu Energy Solutions has engaged in multiple discussions with ************ regarding his concerns. We have conducted a complimentary site survey of the **** residence's roof, revealing that the origin of the leak is situated above the racking penetrations. We empathize with the frustration this situation may cause and are committed to reaching a mutually satisfactory resolution for the **** residence and their property. Enclosed herewith is comprehensive documentation spanning from 2020 to 2023 pertaining to the roof leak at the **** residence.
  
  Best Regards,
  
  Renu Energy Solutions Team

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've been having Issues with this Tesla powerwall that they installed for the first 5 months it worked fine now that my batteries are a Fully charged at a 100% for some reason it refuses to let me go off the grid And when I attempt to go off the grid my entire house shuts down for UP to 3 minutes which puts me right back on the grid I'm also getting false reports from the unit stating that I cannot go off the grid because my house is using too much power I've been shot at it showing I'm only using a 1/2 a kill a lot and my batteries are 100% full I have called the company repeatedly over the last 2 weeks and no 1's responded back to me with my issue

  

  Business response

  01/18/2024

  The earliest record of this customer reaching out to ********************** is on January 9th, **** regarding his Tesla Powerwall's issues and he spoke with a service representative. Prior to January 9th, ****, we have no record of this customer trying to contact anyone at **********************. Based on this conversation, on January 9th, ****, we believe the  customer is misusing this system. We have a complementary site visit scheduled for January 25th, ****. During this visit ************** will walk though how to regulate, monitor, and manage the Tesla Powerwall system. 

• Initial Complaint

  10/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased our solar panels March 2020 and recently found where **** technicians did not properly install the panels on the roof of our patio to where the leak is so bad that the roof is in danger of falling in. I made contact to have someone come look and access the situation and was told I had to pay for the technician and for my roof to be replaced. When I explained to to them that the damage was more than 6 months old and that I shouldnt have to pay for the negligence of their technicians, they sent the technicians out to see the problem. The technician was able to see (in pouring rain) that the damage was critical and the panels needed to come down for the roof to repaired. Were 3 weeks in after the panels were removed and told someone will be coming to repair my roof and no one is answering my calls or text messages and my roof is not fixed. I have contacted my attorney to resolve the issue.

  

  Business response

  11/02/2023

  Our field team conducted a detailed diagnostic of the installation, including the rooftop penetrations.

  This diagnosis of the leaking roof is not a result of the installation of the solar modules by Renu Energy Solutions. Our rooftop penetrations are positioned below the source of the leak on your roof. 

  Based on the evidence gathered by our field team, the primary cause of the roof leak is the improper installation of the ledger flashings, which are components that are separate from the solar panel installation process and above the site of panel installation. 

  Additionally, all findings from the diagnosis were communicated to the homeowner.

  Of the forty five panels installed, forty are on the main house spanning two roof planes, while there are only five on the leaking roof. If the entire installation was negligent, we'd see leaking on the main house where the majority of the panels are located.

  That being said, we are always trying to help our clients out of difficulty. However, in this case, it is going to require correcting the roof before reinstalling the five panels. If you would like us to help you with that, please let us know. 

• Initial Complaint

  09/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We were quoted $37k for a 31 panel system that would generate enough power to offset our bill by ********** was after the sales rep went through our home specs, and our previous 12 months of energy bills to come up with the right amount of panels to cover our energy consumption.This was in December of 2021. We signed a contract and obtained financing and four months later in April 2022 the system was installed. Since then we have not received more than 11% of production to offset our bill. We contacted **** and they ran a remote inspection of our system told us that everything is performing at optimal efficiency and offered nothing else to address the gap between 86% promised and receiving only 11%.We spent the next several months trying to have someone from **** explain why nothing has changed with our bills. We kept getting email messages saying that someone would be in touch and thanks for our patience but no one has contacted us.After doing our own research we came to find out that our power company CPW does not offer beneficial net metering for solar homes and that was the reason we weren't seeing any changes in our bill even though the panels were functioning properly.This was a big surprise as no one from ****'s department ever mentioned this critical piece of information. Throughout the entire process we were never informed that our power company would prevent us from seeing the benefits of a $37k investment. Only that we would be saving at least 86% reduced energy bills. So now we have to pay a 25 yr loan for something that provides no use to our home while still paying our energy bill.We are trying to avoid taking legal action but **** has shown no interest in finding a solution. We thought maybe by owning a battery to store the power that might solve our problem and still cant get a response from **** other than someone will be in touch and thanks for your patience.We are left with no other choice but to seek legal options.

  

  Business response

  10/03/2022

  Good afternoon,

  **** and ****************** were able to speak on the phone this afternoon in order to come up with several steps to a resolution. **** is first looking into reimbursing his previous utility bills that have not been fully credited to the proposed amount due to the solar program with the utility. Secondly, **** will be replacing his current inverter with a self consumption inverter that will allow all of the solar production to be used directly in the home to cover a large portion of the homes consumption needs. Third, if the self consumption inverter does not meet the clients expectations, **** will provide pricing on a potential battery solution and work with the client on the best option for the home. 

  ****************** has agreed to these next steps and **** will be taking formal action on the above starting today. A written summary will be sent to the client for record as well. 

  Thank you. 

  Customer response

  10/04/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  As of this time they have shown a commitment to providing us with the attention and options to reaching the promised results we were hoping for. We would like to keep the case open at least until the job is complete in order to report the final outcome if possible. 
  
  Sincerely,
  
  ****/*****************************/*****

• Initial Complaint

  04/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had solar panels and controllers installed. The workers took with them all the information the manufacturer supplies to be with the equipment. Repeated requests have been met with recognition of the problem but they will not do anything to provide me with valuable data and possibly, tools or utensil that *** go with the hardware. This has left me with a system that I know nothing about, assembly, upkeep, troubleshooting etc. Seems they should be able to request the missing accessories could easily be sent from the all the suppliers involved. Hopefully, The various business involved will be able to provide the data.A walk thru with someone with English as their primary language, as to the basics of owning this equipment and its application.

  

  Business response

  04/29/2022

  Dear ***,

  **** is sorry to hear that you are having these problems. I have spoken with those who have tried assisting you, and I believe we have done everything in our power to help resolve your issues. We have reach out to Enphase directly, as well as sent you multiple links to dashboards where you are able to speak to Enphase directly. I have passed this complaint along to others within **** to see if there is any other additional solution to your problem, but I believe we have expressed all options and are unable to fill your current request. If you have any questions you can call us at ************. Thank you. 

• Initial Complaint

  11/01/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchassed a solar system in June/july.the system was erected on my roof in August. was also inspected to be up to code.Dominion energy came out to install a meter, and the installer mistakenly reported an error.**** energy was informed at this time. Through out the month of september **** solar ignored my request to fix the reported problem.Dominion energy came out and installed a meter October 2nd.A system error was noted and **** solar was notified .I have one of three batteries that do not work. I have been in contact with **** solar numerous times.Again they ignore my request to fix the problem.It is now November

  

  Business response

  11/02/2021

  Thanks for your feedback, ******************. **** tries to make sure that all of our customers have great solar experiences. Originally, our team thought the issue was resolved after our last site visit. I have confirmed that our affiliate, ************ is working to get this issue and any questions resolved as soon as possible. We hope that your overall experience going solar was positive! Reach out anytime to discuss this further at ************.

*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. ↩