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:02/14/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I have 2 sets of photovoltaic panels. The first set were installed by Bonterra, which is no longer in business here. The second set were installed by Revolusun.When two of my micro inverters from the first set failed, I was notified last fall (2022) of the problem. I called Revolusun to ask if they could help replace the parts and they told me they could do the work for a fee and the inverters would be covered by the original warranty. Since then, there have been 3 visits by technicians to my home to do the replacement and each time there was some reason they could not do it. The third visit was on February 1st and they left without replacing the inverters once again and told me someone would call to reschedule the work. I have called 4 times, left messages (both voicemail and talking with a person) and no one has contacted me these past two weeks. If they cannot or will not do the replacement as they promised, I will have to find another company. Can you help me with this problem?(They did help to restore my Tesla app which monitors the Tesla batteries that Revolusun had installed with my second set of PV panels--however the app is only working intermittently, so that problem has not been resolved either.)Thank you, ****************

  

  Business Response

  Date: 03/15/2023

  We have been asked to help replace two micro inverters on a PV system installed by a company that has gone out of business. Working with foreign components, along with poor weather, that we have no control of has led to repeat visits. Below is a timeline of our attempts to remedy the micro inverters on a system that was not designed/installed by RevoluSun.
  
   11/1/22 HO calls about NR 2 MI down. ******** care agent submits warranty claim on behalf of customer with a special quoted price to do the work.
  
  11/16/22 Enphase shipped micros to Homeowner
  
  12/19/22 Two field technicians are scheduled to do micro inverter replacement
  
  Tech report:
  
   *went on roof but found that mapping of their existing system was incorrect. While looking for micro-inverters heavy rain started, so I could not complete service. 
  
   Microinverters left at customer house.
   
  
  Rescheduled for 2/1/23
  
   Two field technicians Attempted to replace the two micros-inverters but ran into seized hardware on multiple panels. Documented hardware and will need to order more hardware to remove and replace broken mid clips.
   
  We attempted to schedule a return visit with the needed hardware for 2/28/23, however the customer preferred to have the appointment rescheduled for 3/13/23.
  
  
   3/13/23- Our service technicians  went out again attempting to replace the 2 micro-inverters but unfortunately, they were not able to perform the replacement, despite their best efforts with specialized tools. The existing bolts were badly seized and we are currently looking at alternate options to still perform the micro-inverter replacement and will update the customer accordingly.
  
  3/14/****** ******** Care Director, spoke with Homeowner about a possible solution to the seized components, which would require a replacement of her racking system. Homeowner confirmed she understood and that she is currently not interested in replacing all of the racking but if more micro inverters fail in the future she may think about it. 
  
  We have not billed the customer for cost of three separate visits and our technnicians time working on the systems. We will only bill the 1-time fee if we are able to complete the micro-inverter replacement.  We also provided the homeowner with a free wifi extender on our 2/1 visit to address the homeowners existing internet bandwidth. The existing internet was not able to connect with the solar systems monitoring. 
  
  As Ive laid out above, we are working in best faith efforts to remedy the homeowners request and provide her with excellent service.
  ****************

  Customer Answer

  Date: 03/20/2023

   
  Complaint: 19403757
  
  I am rejecting this response because:The communication between Revolusun and myself has definitely improved greatly which is encouraging, however I am still awaiting a final recommendation for the resolution of the issue regarding the two microinverters that still need replacement.
  
  Sincerely,
  
  *************************************

  

  Business Response

  Date: 04/17/2023

  After a few trials we were able to successfully replace all faulty micro-inverters leaving our client  with 16 fully functioning PV panels. 

  Customer Answer

  Date: 04/21/2023

   
  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.

  One final issue is that I have not received the invoice from Revolusun for the work which was completed.  I will contact them directly to settle the payment.

  Thank you for your help in this matter.

  Sincerely,
  
  *************************************

• Initial Complaint

  Date:10/24/2022

  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.

  Our system has been ineffective since January 2022 and Revolusun has been unable to provide any solution. Revolusun has suggested that after being unable to correct inefficient equipment and poor installation design that I, myself, fix it. We have made multiple efforts to contact Revolusun. They are unresponsive to our problem. Our system was purchased in full April 2021.Their suggestion after 4 hours on phone with technition is go to Best Buy on MY time and purchase with MY funds equipment to try and fix THIER mistake MYself Revolusun has stated that it would be at least 30 days before they would possibly be able to send anyone out because THEY are too busy. WE paid 41 thousand USD for a system that is ineffective and paying outrageous HECO billing monthly and Revolusun attitude is just keep paying it.

  

  Business Response

  Date: 10/26/2022

  Our goal is 100% customer satisfaction, and we are glad to respond to Mr. ****************;concerns. Fortunately in this case the fix should be fairly simple and we have an opening in our schedule on October 28 that should allow our tech to resolve the concerns.  The other good news is that the primary Tesla monitoring for this system shows that the solar system has performed properly since the time of installation.  The only problem arose from the secondary monitoring connected to the Enphase microinverters (called "Envoy"), which lost its internet connection in January 2022.  The loss of that monitoring did not affect solar system performance or the primary Tesla monitoring. As far as we can tell from the information that we have, the reason for a higher than expected electric bill is a combination of increased electricity use and exponentially higher HECO rates in 2022.  We will work with Mr. ********* to make sure we are looking at and understanding the same power production information.  We will also do our best to make sure we respond promptly and fully to any questions he has in the future to reduce confusion. 

  Customer Answer

  Date: 10/26/2022

   
  Complaint: 18306828
  
  I am rejecting this response because: there has not been an increase in usage and rates have not increased **** percent which is the cost factor to HECO. I believe the information RevoluDun relies on is false. WE WILL FIND OUT AFTER THEIR ATTEMPT TO FIX on the 28th. Thank you
  
  Sincerely,
  
  *******************************