ComplaintsforRenu Solar & Roofing

• Initial Complaint

  06/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Signed contract for battery May 16,2022. Made payment $5666.33. Job was supposed to be completed in 3 to 6 months. After a couple of months began to inquire about the status of the project and I would get vague answers...we're waiting on parts...we're working on the prints...mostly I'll check on that and then no response. In Oct/Nov called several times to try and get installation before the end of the year for tax purposes and I wouldn't be home in January and February...nothing happened. Then in late January they called ready for Signed contract for battery May 16,2022. Made payment $5666.33. Job was supposed to be completed in 3 to 6 months. After a couple of months began to inquire about the status of the project and I would get vague answers...we're waiting on parts...we're working on the prints...mostly I'll check on that and then no response. In Oct/Nov called several times to try and get installation before the end of the year for tax purposes and I wouldn't be home in January and February...nothing happened. Then in late January they called ready for installation and needed another $5666.33 check. I told them I would pay it by the end of February and would be home mid-March. Called March 13th and was ready for installation. April 3rd-7th sent 2 techs to the house to scout the installation. Called April 25th for April 28th install. Showed up April 29th to start installation One of the 1st thing they did was to disconnect the solar panels and then mount the wrong size battery. Woops. May 1 determined prints we're now wrong. May 2-4 installed. new battery and panels on May 4 when they went to activate the system the old panel wouldn't communicate with them or the tech in California. After several hours on the phone the California tech decides the old box needs replaced he would send one to my house in 7-10 days. In hind sight ReNu tech should have rehooked the panels back up -as the old panel was functioning just not communicating. May 11 talked to PM didn't know anything about anything. Turns out ReNu could have finished the installation with parts from their stock and/or could have set up the inspection in the meantime. May 22 without the replacement panel in hand I called the supplier to find out where the panel was only to find out it was not processed yet, after some questions it was on its way. Received it May 30th. After 3 calls to Renu, scheduler called back to set June 14 for work and would check on the inspection? May 2023 was the driest month on record -most sunny days 

  Business response

  06/28/2023

  This customer's faulty part was successfully replaced, installed, and commissioned on-site on June 14th, 2023. 

• Initial Complaint

  05/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I hired Renu to install solar panels, fix my chimney, and trim a tree in my yard in July of 2022. I paid them around $26k to do this. They came and installed the solar panels, and they told me on March 8th that the panels were turned on. After a few months of higher than usual electric bills, I looked into it, and found out that the panels have never produced any electricity. I have been calling an emailing them, but they are making no effort to fix the problem. They have never sent anyone out here to look into it, and there is no plan to get the panels working. They keep telling me that they will "follow up," but then weeks go by, and nothing happens. Meanwhile, I am still paying full electric bills, but also have to pay the loan for the panels.They also never fixed the chimney and never trimmed the tree. I have tried for months to get them to schedule the work to be done, but they just will not do it. They will tell me that someone will reach out to schedule it, but no one ever does.

• Initial Complaint

  04/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Been calling for a year because our solar is not working have a 25 year warranty and get no resolutions from them

  Business response

  05/04/2023

  ****************, thank you for your patience with this. We want you to know that your claim has not been forgotten and that we are actively working to resolve the issue that led to the loss of production. You should receive communication on the matter, shortly. 

  Customer response

  05/17/2023

  [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:
  I can't see a response from Renu solar giving me what they plan to do
  
  Regards,
  
  *************************
  

  Business response

  06/29/2023

  ****************,
  
  I appreciate your patience with the process as it's been a lengthy one for both you and our operations department. The process for swapping our faulty parts from a manufacturer is very tedious and process orientated, which is very time consuming. Even more, the changes that are made to your electrical project, once finalized with the new equipment, have to be submitted and approved to all the necessary jurisdictions again before we can come out and perform the work. Now that the equipment has been approved and finalized, the prints (attached) are also approved and we have our service department working to reach your project in its queue. 

  Customer response

  07/14/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  03/30/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  There's a 7 day cancelation period that they don't tell you about. I couldn't get the Renu company to call me back so I could cancel and it took 2 months before they called me by then it's to late to cancel and now they are charging me $1250 for canceling late. I would've canceled in time if they would've called me, worst company I've ever had to deal with. They should stay in Pa. Not to mention they were inconsiderate to there customers.

  Business response

  05/04/2023

  **************, the first page of your ReNu documents that you signed clearly indicate the rescission policy. Specifically, there is 7 business days to inform ReNu of intentions to cancel. After this period passes, ReNu proceeds with the projects as usual in order to meet the many deadlines for permitting and interconnection applications. During those months, we've been in communication with you when your signature was required to complete certain applications. During those calls, or even emails, an intimation of cancellation wasn't expressed. Because of those reasons, ReNu continued incurring expenses needed to complete the project. We've attached a copy of your Home Improvement Contract and Notice of Cancellation. 

• Initial Complaint

  03/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed my contract with Renu Solar/ ******* for solar panels on July 28, 2021, after a few months of back and forth with their contractor. At the start, there have been issues with my contract! My contract stated that they had 180 days to place the panels, which would have put the placement roughly around January 26, 2022. This did not happen. My solar panels were placed on my house on March 17, 2022, without the proper permits according to their technicians. I have called numerous times speaking to varying personnel about wanting to void this contract as they have not been abiding by their own terms of the contract. I was given the runaround. I have asked for cancellation paperwork and was willing to pay any of the fees associated with the cancellation and was told someone would get back to me. They never did! When someone finally called me after months of no response and months of the panels sitting on my home I was told that they couldn't be removed because they had already been placed on my roof. Even though they had put them there without having all of the proper documentation. This seems to have been purposely done to avoid my requesting the cancellation. I have had random people coming to my home without any information or contact from the company.As of today, They still don't have the greenlight and need more inspections and government approval to get the system turned on. Additionally, I am being threatened with them putting a lien on my property because I no longer want the panels due to them breaching their own contract terms. My service agreement states that

  Business response

  05/09/2023

  We obtained the proper permits and installed the customer.  The customer has  solar PV installed but is refusing to allow remediation needed by the inspector.  The contract allows us access to the property in order to fulfill our obligations of obtaining permission to operate from the utility.  We are willing to work with the customer to pass the inspection and get their system operational.  If the customer is not responsive we don't have any choice but to lien the property, and seek other remedys available.  However, it is our desire to work with this customer.  We have the list the inspector requires and it is very little.  The inspection requirements of this *** are different than others. We are more than happy to finish the punch list the *** requires to pass this project. 

• Initial Complaint

  02/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a solar system from this company this being our second system purchase from them. We’ve had nothing but delays and issues with service. However, they have demanded for payment of $33,000 which we did pay on December 30. We were continue to having issues with the solar system, production indicating problems and issues. We have asked For a technician to come out to fix this we’re being told it’s going to be 6 to 8 weeks so they can service our new system. In the meantime, we are losing money on our solar production and false information is being provided to PP NL electric company due to the in accuracy of the system. not to mention my husband having to takeoff multiple days of work and help their technicians walk through troubleshooting the system before the actual installation was completed . We have requested a phone call from management. We were told the CEO was going to call us. We have not gotten a phone call from anybody. The service rep can only do so much. We feel we are being ignored that they wanted our money, but are not providing us timely service to rectify our issues. We’re currently having with our new system..

  Business response

  05/09/2023

  We have been in contact with the customer and the system is functioning normally.

• Initial Complaint

  02/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Greetings, Complaint: Renu promised us a 13,325kwh solar system. First 2 years totals: 1 - 11,200kwhz 2 - 9,000kwhz We originally had a major issue in September/October with the system. Due to poor installation, our system stopped producing electricity. I complained, and it took them a couple weeks to respond and fix the issue. I turned out to be a badly burned wire. At this point, I brought to Renu's attention that their system hasn't performed to their promised expectations for two years. They proceeded to tell me that they will have their "leadership team" look into it, and they will have a "plan of action" within a week. I waited for a while, and received no response. Then, after I reached out, I was told they are still working on it, and we "aren't being strung along". Then, after being strung along for the next couple months. They finally tell me that the problem is with shading from trees around my house, and that I need to cut the trees. Here lies my issue. On the Renu contract, we purchased a system that would produce 13,325 kwh of energy regardless of any trees currently around the property. Nowhere does it say that I have to trim trees to get 13,325kwhz. Their system hasn't produced that much, they need to get the system to their standard before they make trees the issue. I have brought this to their attention multiple times in many emails. They dodge and duck and avoid answering my questions about it. I feel that this is breach of contract, or bait and switch. I feel that they need to either get our system to produce 13,000kwhz or remove the system entirely and credit what I've paid towards the roof. I do not communicate over the phone, I prefer to communicate through email. I have many emails between renu and myself, I can forward them for your review, if needed.

  Business response

  05/04/2023

  I've looked into this complaint and found that the crew went onsite to handle the issues outlined in the complaint.
  : Tech replaced tap for L2 and reconnected and re tightened down all lugs in disconnect. Replaced fuses and commissioned system.:
  
  Also, the customer alluded to the notion that production should be 100% of the number regardless of trees or shade. In the customer's contract, specifically relating to the production guarantee, therein outlines the following:
  
  Section 2: " For the first annual period after the Start Date, ReNu guarantees that the System will produce not less than 85% of the Estimated Year 1 Production set forth in the Agreement. Beginning in the second annual period after Start Date, and continuing for a total of 25 years after the System’s Start Date, ReNu guarantees that the System will produce, in any three annual periods aggregated together, the kWh anticipated in such annual period(s) based on the Estimated Year 1 Production after accounting for a production capacity degradation rate of the greater of (i) 0.75% or (ii) the manufacturers degradation rate and/or power curve specifications according to the manufacturer's written documentation, in each annual period; For example, if the manufacturer’s specifications provide that the System will produce 6,000 kWh, 5,900 kWh and 5,800 kWh in the second, third and fourth annual periods, respectively, then ReNu guarantees that the System will produce a total of 17,700 kWh in those three annual periods. Likewise, if the manufacturer’s specifications provide that the System will produce 5,900 kWh, 5,800 kWh and 5,700 kWh in the third, fourth and fifth annual periods, respectively, then ReNu guarantees that the System will produce a total of 17,400 kWh in those three annual periods. "
  
  Furthermore, section 6 of the same document, more specifically, sub-section ii makes the following statement when outlining situations where the production guarantee would not apply:
   "...your failure to maintain or trim trees and bushes as necessary to preserve the conditions that existed on the date of the Agreement."
  
  ReNu has fulfilled its contractual obligations, completed a field service order to remedy any product issues, and the standard production guarantee practices, outlined in the customer's documents, apply therein. 
  --
  Very Respectfully Yours,
  ***********************

• Initial Complaint

  01/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We signed a contract for a metal roof & solar panels with ReNu in May 2019. The promise was instillation within 3 months which would result in an electric bill of approximately $17 monthly & our financed portion of $334 monthly We would also earn SRECs for energy made whcih would be sold, resulting in more profit.Instillation wasn't completed until December. ReNu paid our electric bills that winter after I agreed to take a review down from the internet. The following year, 2020, The summer was fine as our electric bill was low. But as winter approached, the same issue occured-the bill climbed. After contacting ReNu repeatedly, they added 5 more panels as they couldn't confirm why our bill was still high. Again, the bills were high all winter, but within our expectations in the summer. Then 2022, our panels stop producing in April. The only way we knew is by checking the app after another elevated bill at a time of year when our bills should be cheaper. ReNu promised to come check the unit on 3 different occasions, but never showed. The problem didn't get resolved until September. We lost peak season production & were told they wouldn't reimburse us until the end of the year & it would depend on end of year results. We are paying $334 monthly for 20 years for a metal roof & solar panels. According to the contract, we expected to pay $334 monthly plus $17 to **** which would be approximately $4212 yearly. Since having the panels installed 3 years ago, we have paid **** $7325 plus $12692 to ReNu for a yearly average of $6670. We have received SREC payments, but not enough to compensate for our losses. We have been deceieved from day 1 & we are concerned with having to deal with them for 20 years. From landscaping damage to numerous delays & empty promises, we have nothing but regrets for choosing this company. I feel we should be compensated for the months of paying electric bills & also are looking for any options in dealing with this company for the future.

  Business response

  02/12/2023

  We have reviewed the customers system and everything is performing normally.  The customers system uses micro inverters that have a 25 year warranty.  On approx. 8/24/2023 we replaced a part on the system that was a material failure and not a result of workmanship.  The manufacturer issued an RMA.  Once this part was replaced the system operated normally.  The customers utility is ***.  *** has raised its rates over 93%% since the customer signed in 2019.  Our proposal on 2019 modeled out an electric rate increase of around 5%, which means the customers savings over 25 years is much higher than we showed.  We also reviewed the system production and which is within our current production guarantee and is functioning normally.  We are more than happy to communicate with the customer at anytime.

  Customer response

  02/18/2023

  [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: Our system was down from April-August 2022. This is peak solar production time for which we received no reembursement.  
  On 3 separate occasions, RENu stated they would send a technician, but no one came out. We only found out no one showed when I called to find out the status of the repairs and asked for an update. Reembursement for lost solar production, banking of overproduction and SREC's lost should be the MINIMUM for which we should be compensated. In my last phone call to ReNu, I was told we would receive compensation at the end of the year. As usual, I was never contacted by RENu. 
  *************************
  

  Business response

  03/27/2023

  Thank you for your response.  We The system is functioning as intended, is within our production guarantee, and did not have any production issues due to our design or our workmanship.  Therefore we cannot offer any monetary compensation. 

• Initial Complaint

  01/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In April 2022, my husband and I searched for a solar company and after visiting with a couple, we chose RENU because we loved the sales rep and things looked really promising. We secured our loan and signed our documents to get the process started. We were originally told it should take 3-4 months from start to finish until the solar was active. We thought that was great. We scheduled for install in July because they said everything looked great at the initial inspection. In July, a crew came to our home to start the process but they didnt announce that they were at my house or what they were doing. They went up on my roof without my knowledge, stayed up there for about 2 hours, came back down and left without a word. I called the project leader I had been speaking to previously and they had no idea what was going on and said the crew will be back the same day, that never happened. It took approx 3 phone calls to figure out what happened that day. I was then told that my roof was not properly sealed which I did not know, we just bought the house and we were told it was done, so I agreed to have my roof fixed. Once my roof was done in September, another crew came out and sat around for a couple hours and were told to leave with no information to give me. They then had me sign a contract that they aren’t responsible if something happens to my roof since I didn’t have them do the work, I paid someone else. They placed the panels at the end of September. It wasn’t until November that they sent someone to inspect it. I still do not have my solar activated because they said they were waiting for *** to do their part, but *** said they reached out to the company multiple times requesting the inspection and certification of completion. I have called and got no more information from RENU.

  Business response

  01/16/2023

  After reviewing the project history, we performed an initial site inspection and determined the roof had pre-existing conditions which could result in leaks.    We informed the homeowner of this and the homeowner choose to have the work done by a third party.  This extended the project time line. We require a form be signed which states that the homeowner understands they have pre-existing conditions.  After the homeowner had the roofing work done we scheduled the installation.  We then do internal quality checks including review pictures and testing the site remotely.  The inspection is done by a third party as required by the township.  The inspection passed in November.  Our planning team needed to submit a new application to *** due to a change in components from the original application.  We submitted this to *** and are waiting for an approval.  Once approved we can submit the Certificate of Completion.  We have reimbursed the homeowner for 2 loan payments and are working internally to get approval from *** to turn the system on.  We will remain in contact with the homeowner as we work with *** to get their project interconnected to the grid.  

  Customer response

  01/19/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *********************
  
  

• Initial Complaint

  01/01/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  04/08 2022 AMOUNT PAID $21952.OO CASH CUSTOMER ID #***** START DATE 3-6 MONTHS COMPLETION DATE 3-6 MONTH THIS SYSTEM WAS INSTALLED APROX. 4 MONTH AFTER PAYMENT. IT HAS NOW BEEN 10 MONTH AND THIS SYSTEM IS STILL NOT OPERATING.I WAS TOLD THAT IT WOULD BE OPERATING IN 6 MONTH.I HAVE CONTACTED THEM NUMEROUS TIMES AND STILL IT IS NOT OPERATIONAL.

  Business response

  01/16/2023

  The project was installed on in September, which is within our timelines.  After installation and during inspection we were made aware the project required remediation due to system components.  We have obtained the replacement components and have scheduled the remediation with the customer.  We will continue to work with the customer to complete remediation and get his project completed.

  Customer response

  01/19/2023

  [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:
  
  Regards,
  
  *****************
  

*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. ↩