Complaints

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• Initial Complaint

  Date:11/06/2023

  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.

  "SolarFlair includes a 10 year full system warranty at no extra charge."My solar panels have been damaged by rodents. Company says warranty does not cover damage. The system was installed in 2017 and is still under warranty. Squirrels (presumably) have built a nest and chewed some of the connections under one of the panels, but the company says their warranty does not cover this damage. I think the company should have seen this as a probability (big trees right next to house!) and should have installed the system so as to prevent animals from getting under it. This seems like an obvious condition of installation.Their warranty says it that they will install it in a *******-like manner (see quote below). But leaving it so easily susceptible to damage doesn't seem "*******-like," are these terms defined somewhere more clearly? Do building codes say anything more specific? "All work shall be completed in a *******-like manner and in compliance with all building codes and the conditions and requirements of solar installers of the ************* Clean Energy Center (CEC) and the ************************** solar II Rebate Program."I brought this issue to their attentioon in SPring 2022.Thank you.

  

  Business Response

  Date: 11/28/2023

  Thank you for bringing this complaint to our attention and for providing us the opportunity to respond. 

  This solar system was indeed installed in a *******-like manner and in compliance with Building Codes.  All proper approvals and permits were acquired; The system was inspected by the town and passed inspection.

  Our company does include a Workmanship Warranty, which covers installation error only.  Critter damage does not fall under that category.

  Our company has reviewed the open service case we have with this customer.  We were in active communication with the customer since the issue was brought to our attention. 
  
  We explained the warranties to the customer, letting her know that critter damage is not installation error, and that there would be service fees for assessments and repairs. 
  The customer, being aware of the cost of the assessment and that there would be a repair quote following the assessment, gave us permission to proceed.
  
  We provided a quote for the repair in November 2022, and for a full year the case has been on hold, since the customer has not yet given us permission to proceed with repairs.
  She told us the reason for the delay was due to other home repairs she was having done (HVAC and plumbing), and that she would get back to us.  At that time, communication with the customer was amicable, and she had not indicated any dissatisfaction with our work or with our service quote. 
  
  We sent follow-*** to her multiple times over the next few months (most recently in May 2023), but received no response.
  
  Our company strives to keep service costs for our customers as low as possible.  We certainly understand the frustration that the customer is feeling.   However, in our opinion, it appears that she may simply be attempting to have our company lower our costs in order to lessen the burden of having to pay for other unrelated home repairs over the past year,but unfortunately, we are unable to accommodate that request.    We believe our service charges are fair; and the customer has been well informed and updated over the course of this service case.   We will continue to strive to assist her in any way we can.

  Thank you.