ComplaintsforSESPOWER Inc.

• Initial Complaint

  06/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of Transaction- July 10th, 2021 solar turned on Amount of money paid to the business- 52,950.00 on payments What the business committed to provide- Solar powered system to offset my electric bill by 75 percent Nature of the dispute- Solar panels are definitely not working as promised. My electric bills have increased since turning solar on! My yard is still a mess from the installation. The company is not communicating with me and has yet to resolve the issues. I have done a ton of foot work with the makers ******* as well as ********* ******. However, this company has taken no responsibility and certainly hasn’t tried to make things right. I was told if another company comes out my warranty is voided so we are at a stand still and need a resolution as this has gone on long enough. Whether or not the business has tried to resolve the problem- Initially, the company communicated with us as if they were going to resolve the issues. However, they have now blocked my phone number and are no longer communicating with me. So, no there has been no active resolution from the company. Account/order/tracking number- Site number ******* 

  

  Business response

  07/04/2022

  Our position is that the system is working as designed and within the expected norms.  Our team has gone above and beyond to help the customer identify the high electric bill causes and have determined it is solely the customer's increased consumption that was added after the system contract was signed and before the system was installed (hot tub and grow lights), not a faulty performing solar PV system.

  The contracted solar PV system size was 7.68 kW DC with an estimated first year Solar production of 10,432 kWh AC.  This calculates to an average of 28.58 kWh per day of PV generation.

  The customer’s utility electric usage of 18,592.4 kWh was based on the previous 12 months utility usage calculated as of February 2021.  That averages 50.93 kWh of usage daily.

  Based on the information used to prepare the proposal/contract, the solar PV generation was estimated to offset approximately 56% of the customer’s consumption.

  After the contract signing on March 20, 2021, utility paperwork was submitted and approved, local *** permits were submitted and approved, and equipment was ordered and received.  The installation was completed in July.  After final *** inspections and utility final approval, the solar PV system started generating power on 8/3/21.

  Based on the actual system monitoring data, the customer consumption daily average is 130 kWh.  This is 2.5 times greater than the calculated usage the system was based upon (as shown in the signed proposal/contract).  This increase is due to the customer adding a hot tub and grow lights for his plant grow operation after signing the contract and before installation of the solar PV system.

  Several service calls have been made to identify potential issues including loose wiring for the hot tub that was installed by another contractor, testing our solar panels and inverters for proper output with no issues identified, replacing one defective ******* component that the customer insisted be done by an ******* field technician (our team showed the field tech how to do the install), and our company adding a smart monitoring solution (at no charge) so the customer could see where his high usage numbers were being generated.  The customer is aware of what is causing the high usage but refuses to install more efficient grow lights.  He did adjust their on/off schedule to daytime hours which helped.

  The customer is correct that his number has been blocked because he refuses to correspond via email so both the customer and we have a clear tracked communication.  The customer is also verbally abusive to our staff which makes it difficult to communicate via phone or in person.

  In response to the customer’s desired settlement, we agree to the yard remediation although it is beyond our normal installation scope.  The remediation is scheduled for the week of July 3, 2022, as weather permits.  However, if the customer verbally abuses our staff, we will leave the job site and consider this issue unresolvable due to extreme circumstances.

  As stated earlier, our position is that the system is working as designed and within the expected norms.  We have worked with the customer to identify the high electric bill causes and have determined it is solely the customer's increased consumption that was added after the system contract was signed and before the system was installed (hot tub and grow lights), not a faulty performing solar PV system.
  

  From a warranty perspective, the customer is free to use anyone to service the system but that will void our workmanship warranty.  All equipment (as stated in our contract) is covered by the manufacturer's warranty and can be serviced by any authorized provider.

  Customer response

  07/14/2022

   
  Complaint: ********
  
  I am rejecting this response because: resolution is not acceptable. Please see attached response 
  
  Sincerely,
  
  ***** ********

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