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Business Profile

Solar Energy Development

REC Group

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Solar Energy Development.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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  • Initial Complaint

    Date:12/11/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    An authorized installer of the Company in Gainesville, FL, Power Production Management, Inc. (PPM), has recently changed and installed a new layout to our solar panels grid. After PPM installed the new panels in our house, I hired a roofing company to inspect the roof. The roof company identified several installation issues, including installed brackets (attachments), with no sealant, see attached report. Further, the manufacturer of the brackets confirmed that PPM did not install the brackets in accordance with the manual instructions, see attached report. I also received a notification from a solar panel consulting firm in New England that PPM installed the panels touching that may cause damage to the panels in future when the panels expand and possibly the warranty would be void. They advised me to reach out to the manufacturer (REC Group) for additional guidance. On 11/29/2023, Mr. G***** *********, Senior Technical Sales Manager, asked me to direct my technical question to Ms. C***** ****, VP Corp Legal, for response. I have sent emails to the Company on 11/29/23, 11/30/23, and 11/4/23, see attached. I received no response. This is a material matter to receive an answer to my question, as I do not want to my warranty to be voided due to negligence of the solar installer.

    805-704-3226 Jorge Mcclellan

    Email J**************@recgroup.com

    Complaint taken in dictation by BBB rep SP

    Business Response

    Date: 12/11/2023

    All modules installed in accordance with the REC Installation manual are covered by the REC warranty.  The array in question meets these criteria.  

    Customer Answer

    Date: 12/11/2023





    Complaint: 20979643



    I am rejecting this response because:

    The Company's response is not clear and does not address my technical question. Based on the Company's short response: "All modules installed in accordance with the REC Installation manual are covered by the REC warranty.  The array in question meets these criteria.", I have the following questions:
    1. Attached is the REC Installation manual - On page 8, it was stated that there must be a minimum clearance gap of 20mm between the uppermost part of the installation surface and the lowest part of the panel to avoid any damage to the panel and to ensure sufficient airflow for cooling, helping to improve performance. The picture of the panel (see attached Solar 1(1).png) shows that one panel does not have space with the other touching panel. A prudent person would believe the two touching panels were not installed based on the REC Installation manual. 
    2. Attached is the REC Installation manual - All the pictures of the panels shown in the manual show a space between two panels. For example, see pictures on pages 9, 10, 11, etc. The pictures provided by the instruction manual clearly show that a space between two panels should be observed. The picture of the panel (see attached Solar 1(1).png) shows that one panel does not have space with the other touching panel. A prudent
    person would believe the two touching panels were not installed based on the REC Installation manual.
    3. Attached is the REC Installation manual  - Although it was not stated elsewhere in the REC Installation manual, on page 27, the manual addressed the topic of spacing between individual panels. As stated: "The installation must allow for sufficient spacing between individual panels, in order to avoid all contacts as caused by the natural movement...." The picture of the panel (see attached Solar 1(1).png) shows that one
    panel does not have space with the other touching panel. A prudent person would believe the two touching panels were not installed based on the REC Installation manual.
    4. I searched the REC Installation manual for Ok instructions to have panels touching each other, and I did not find any statement that permits an installer to have the panels touching each other. If the REC Installation manual permits the touching of two panels, I would like the company to guide to the section and statements where the Company allows such installation treatment.
    5. Although the company stated in its response, "The array in question meets these criteria.", this is not considered a warranty/guarantee that I can rely on if something happens. If something major happens, an adjuster can dispute that statement claiming it might have been made in error and will shift the liability on me for reading the REC manual instructions.

    I would like the company to address my technical question from its Instruction Manual. And, I would like the Company to guide me to the right manual if I used the wrong one. It has to direct me to specific areas within the Instruction Manuals where I can utilize in future in case of damages that I can use to dispute any future denial of warranty claims.



    Regards,



    A***** *********


























































    Business Response

    Date: 12/18/2023

    The Company's response is not clear and does not address my technical question.  – The question was regarding if the modules were warranted.  The question was answered.  I am not sure how we can make that any clearer.  

    1. Attached is the REC Installation manual - On page 8, it was stated that there must be a minimum clearance gap of 20mm between the uppermost part of the installation surface and the lowest part of the panel to avoid any damage to the panel and to ensure sufficient airflow for cooling, helping to improve performance. The picture of the panel (see attached Solar 1(1).png) shows that one panel does not have space with the other touching panel. A prudent person would believe the two touching panels were not installed based on the REC Installation manual. – the clearance gap refers to the gap between the bottom of the module and roof beneath the solar module and is not germane to this discussion.

    2. Attached is the REC Installation manual - All the pictures of the panels shown in the manual show a space between two panels. For example, see pictures on pages 9, 10, 11, etc. The pictures provided by the instruction manual clearly show that a space between two panels should be observed. The picture of the panel (see attached Solar 1(1).png) shows that one panel does not have space with the other touching panel. A prudent person would believe the two touching panels were not installed based on the REC Installation manual.  – The statement “manual clearly show that a space between two panels should be observed should be observed” is incorrect.  The illustrations in the installation manual that the customer is referring to show a typical installation.  The illustrations do not establish a minimum or maximum gap between installed modules. 

    3. Attached is the REC Installation manual  - Although it was not stated elsewhere in the REC Installation manual, on page 27, the manual addressed the topic of spacing between individual panels. As stated: "The installation must allow for sufficient spacing between individual panels, in order to avoid all contacts as caused by the natural movement...." The picture of the panel (see attached Solar 1(1).png) shows that one panel does not have space with the other touching panel. A prudent person would believe the two touching panels were not installed based on the REC Installation manual. – This statement is from Annex 1: Installations on Water Platforms and is not relevant to the installation in question.

    4. I searched the REC Installation manual for Ok instructions to have panels touching each other, and I did not find any statement that permits an installer to have the panels touching each other. If the REC Installation manual permits the touching of two panels, I would like the company to guide to the section and statements where the Company allows such installation treatment. – There is no minimum requirement for module spacing in an array.

    5. Although the company stated in its response, "The array in question meets these criteria.", this is not considered a warranty/guarantee that I can rely on if something happens. If something major happens, an adjuster can dispute that statement claiming it might have been made in error and will shift the liability on me for reading the REC manual instructions. – It is unclear what the customer is looking for here.  The customer is concerned about the module to module spacing voiding his warranty.  There is no minimum distance established for module to module spacing.  The modules can be installed coincident. 

    I would like the company to address my technical question from its Instruction Manual. –  It does not appear that the customer is asking a question.  It appears that the customer feels that the modules should not be mounted coincident and would like for the manufacturer to update their guidelines stating so.  The module frames can expand a maximum of ~1 mm as modules approach their maximum operating temperature of 85 deg C.  This size shifting will not harm the array as the racking and mounting structures have enough elasticity to account for a 1mm variance in size over a 1821mm frame piece. 

    And, I would like the Company to guide me to the right manual if I used the wrong one - ****************sites/default/files/documents/im_rec_alpha_panels_en_us.pdf?t=1*********

    It has to direct me to specific areas within the Instruction Manuals where I can utilize in future in case of damages that I can use to dispute any future denial of warranty claims.  – I am not sure what this question means. 

    Please have the customer take the view of a trained solar professional and not the opinions of a “prudent person”. 

     

    Customer Answer

    Date: 12/19/2023



    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID 20979643. Although the Company does not address the technical question correctly, I will accept their responses. I realized the Company is failing in how to respond to technical questions, and instead of going back and forth, I will close this dialogue. Overall, the Company's response provided me with sufficient evidence to use in the future for any future warranty claims. 



    Regards,



    A***** *********








































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