Complaints

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.

• Initial Complaint

  Date:11/07/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Westhaven prob;ems with roof and solar instalation We contracted with Westhaven to repalcce roof, upgrade solar system, and install bateries for about $120,000. they told ua that all work would be done by their company and they had reliable customer service.Roof was done by outside contractor called ***** Roofing, not Westhaven.Roof leakes in one part of back deck. They refuse to fix it.Gutters overflow in even the lighest rains and flood our front deck and entryway. Many downspouts to gutters are missing or unfinished. They refuse to fix or adjust them, claiming that the gutters were not part of their contract. the roof was over $40,000.Solar panels were supposed to produce 60% more power than our previous panels, they produce 20% less.the inverters and batteries installed were non-compliant with ********** regulations. During the six months that PGE wiuld not certify the non-compliant inverters, Westhaven told us that they would pay our TrueUp bill when the inverters were finially working. Afre repeated complaints from us about the system not working, they replaced the inverters with another brand, but they never did reimburse us and ignored our repeated inquires of it. To protect the inverters and batteries from the elements, Westhaven built an ugly structure, that we were never told about when we purchased the system, that looks like a bus stop. The battery system that is supposed to supply power in the event of a power outage is set incorrectly. In a recent power outage, it did not preform as promised and we lost power. It was readjusted and now daily discharges itself completely to PGE about three or four in the morning, leaving us without backup power incase of an emergency.Westhaven promised us a $250 Amazon card upon completing, but has yet to give us that.Wesathaven secured an encumberance to finance $100,000 of this project to be paid on completion, but took their money long before they said they were finished. They do not respond to our inquiry.

  

  Business Response

  Date: 12/09/2022

  Hello, 

   

  Thank you for bringing these concerns to our attention. Our team takes customer satisfaction very seriously, so we discussed every part of this job with everyone that was involved. 

   

  This system is actively producing on par with the production numbers that were discussed when the system was purchased. It is actually producing exactly how it was supposed to and in accordance with the numbers that were given to you. 

   

  The batteries are set up to discharge according to PG&E's guidelines, and in a way that saves you the most amount of money during peak rates. These settings can be adjusted if you would prefer a different discharge method. 

   

  All gutters were installed where gutters previously were. There was an area where we asked if you would like gutters but you maintained that you did not want them in that particular location. 

   

  There were downspouts left uninstalled per your request in certain areas. This leads to water runoff into the area you have described. The roof and gutter installation is 100% complete and completed in the way that you requested. 

   

  Your initial installation of inverters were on PG&E's list to be approved, and ended up not getting final approval. This was absolutely our mistake, so we installed upgraded equipment for no additional cost to correct the situation. 
  
  We did not pay your true up bill because even with the mistake on our end, we still delivered the power numbers to you that were discussed. 
  
  
  What I have found that we dropped the ball on, is the amazon card not yet being sent. That has since been sent. 
  
  Again, thank you for bringing this to our attention. Everything now has been completed exactly as requested. 

• Initial Complaint

  Date:10/07/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  We had westhaven solar panels installed about 2 years ago. We were never told about an app that aids in monitoring our panels nor were we ever told we were responsible for monitoring the panels. It came to my attention that an app existed to monitor the panels from a friend who also had westhaven solar panels. I had to reach out 2 times for someone from the company to let me know if there was or wasnt an app. Finally when I was able to get the information I needed, I downloaded the app to learn that 8 of my panels had not been working for the past year. When I addressed this issues with ***** from westahven, she said they had only been off for a month. I called the app company and they told me that was in fact false and it was a year that the panels had been out. We recently had to pay a $1300 payment to our true bill due to energy costs. Had our panels been working for the past year, that bill would have been less. When reaching out to the company for some type of compensation, we were denied. Had information been communicated more effectively and there were more transparency regarding the app and monitoring panels, this situation could have been avoided entirely.

  

  Business Response

  Date: 10/17/2022

  *****************, 

  Thank you for letting us know about your concerns. The monitoring app mentioned was originally sent to you via email as soon as your system was activated. In our conversation history we can see that you reached out to us on September 25th, 2020 with further questions about it. Our service manager assisted you in completing the set up and ensured you had active monitoring. 

  We show that you met your production numbers that were promised for your first two years of solar production. If there are concerns about this years production, we will have to wait until the full year of production has been reported before we can reimburse you for any missed power, because there is a high likelihood that your system will again meet it's production guarantee. 

   

  The cause of a large true up could be due to that fact that your power usage has increased. We designed your system for the amount of power you were using at the time of going solar. 

   

  If you have any further questions please feel free to reach out at: ***************************************.

   

  Thank you.