Complaints

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• Initial Complaint

  Date:08/30/2024

  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.

  I purchased 30 ******** solar panels from this dealer/installer. The system is supposed to produce at 120% offset. But 3 panels are not producing the same as the others and so system output is only 98%. I paid extra for a larger system to get the offset. While the offset is variable, this performance currently is not even close to the expected performance. As a result, I could be in jeopardy of not meeting system production requirements for SREC payment. Also if I were to get an electric car, etc, the lack of the expected offset would cost me additional money for electric since the solar is not performing as expected.
  
  ******** panels have a warranty that says they will produce to 92% of output. 3 panels are well below this performance threshold. Neither ******** nor the installer will acknowledge the problem even after multiple attempts.

  

  Business Response

  Date: 09/12/2024

  Thank you for bringing this matter to our attention. We appreciate the opportunity to respond to the complaint filed by our customer, ***** *****, regarding his solar system’s performance.
  
  Summary of the Situation:
  Mr. ***** installed a solar system with us, consisting of 30 panels, with an expectation of producing a certain amount of energy. His primary concern is that three panels are underperforming compared to the others, and he believes this is affecting the overall system’s ability to meet his target energy offset.
  
  From our records and extensive communication with Mr. *****, the system has consistently performed at or above the production estimates provided at the time of installation. While we acknowledge that three panels show lower output than the others, it’s important to clarify that panel-level variations are normal and expected within any solar system. Solar panels may perform slightly differently depending on environmental factors or minor system variations, and these discrepancies do not necessarily indicate a defect or failure.
  
  Actions We Have Taken:
  - Onsite Visits and Data Collection:
  We have conducted a site visit to assess the system’s performance, including detailed readings from all panels. Despite the weather conditions on the day of the visit being less than ideal, the data collected from this and other assessments has been thoroughly reviewed. We provided this information to ********, the manufacturer, who confirmed that the system is functioning within their warranty specifications.
  
  - Comprehensive Review by ********:
  After the site visit, we escalated the issue to ********’s technical and product support teams for further evaluation. They reviewed the performance of the system, and based on their analysis, concluded that the system is performing within expected parameters. This determination includes considering both the individual panel performance and the overall system output, which remains consistent with our original estimates.
  
  - Customer Communication:
  We have been in regular contact with Mr. *****, explaining both the technical aspects of his system’s performance and the details of the ******** warranty. Our communication with him has spanned several months, during which we’ve explained that the warranty guarantees the overall system’s performance—not the performance of individual panels. We’ve shared production data with him, showing that the system continues to operate above 98% of the predicted output, which is within the standard threshold for a well-functioning solar system.
  
  - Clarification of the Issue:
  Mr. *****’s main complaint stems from his expectation that the system would produce a 120% offset of his energy usage. While we aim to provide production estimates based on historical data, we cannot guarantee a specific percentage offset, as this depends largely on the homeowner’s energy consumption. We emphasize that the system is performing at expected levels and has exceeded energy production targets in several months, but we cannot control fluctuations in energy usage.
  
  Moreover, the ******** warranty clearly states that the system’s overall output will remain at 92% efficiency at year 25. Minor panel output variations do not violate this warranty, as long as the system as a whole is producing within the expected range.
  
  In conclusion, we have worked diligently to address Mr. *****’s concerns, including performing onsite evaluations, escalating the issue to the manufacturer, and engaging in numerous email communications to clarify the situation. We’ve also provided data to demonstrate that the system is operating well within the expected parameters, both in terms of performance and the contractual agreements made at the time of installation.
  We understand that Mr. ***** remains dissatisfied, but based on the technical evaluations, system output, and warranty provisions, we do not see any issues requiring further action at this time. We would also be happy to offer to sell the customer 3 new panels, to see if this would increase his production levels, but given the situation, this would likely be insulting to the homeowner. 
  
  Should you require any additional information or documentation regarding this matter, please do not hesitate to contact us. We remain committed to providing the best possible service to all our customers and appreciate the opportunity to present our side of the situation.
  
  Sincerely,

  ***** ***** - Customer Service Team / Service Department Coordinator

  Customer Answer

  Date: 09/13/2024

   I am rejecting this response because:

  Yes some panel variation is normal but these panels are 25% below the rest in terms of output. This is not normal despite their claim that it is in an attempt to hide behind some nonsense system performance guidelines which were NOT shared at time of sale. Furthermore, the panels have a warranty but this business and ******** are hiding behind system performance which is not what is specified in the warranty. It is a paenl warranty. They embellished the production numbers and even admitted that the system is at 98% performance now. At .5 % a year it will be below the 92% requirement well before the 25 year mark which is how long it is warrantied for.