Altaray Solar

Because we work in a network with other companies, we take a very understanding and patient approach to our customers in terms of cancellation. We have already taken action and granted a full refund without charging any fees for the survey. That is our standard operating procedure, and was not action taken because of complaints by the customer to the Revdex.com. I'm not sure how to further resolve the complaint, as we have already taken full action by refunding the account.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

We spoke with [redacted] and cleared things up. We have submitted the permit now 4 separate times, and we have spoken with the city to get things pushed through next week. We assured [redacted] that any bills incurred will be covered for the time delay due to the city.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me, although many of the statements made by them in the timeline of events are completely  inaccurate.  I never received any notification from them that they would be wiling to re-roof the entire front of the house. I would like to see written proof that my HOA gave them permission to do this.  I am perfectly fine with them only replacing the shingles on the front of the house given that the HOA okay'd this.  The whole reason we are in this situation is because they proceeded with installation of the panels without having HOA approval, so I would like to actually see proof of HOA approval this time.
Sincerely,
[redacted]

We have received the final roofing bid and will be moving forward with the additional repairs to the roof. We have been in contact with [redacted] in the past couple weeks. We are reaching out to her to finalize the resolution this week (calls and emails sent earlier this week yet to be responded).

We spoke with the Mr. [redacted] to resolve the concerns. We will be covering their bills until resolved, and the permit has been submitted and I've been talking to James over at the North Charleston Building Department. I just sent him another copy of the Engineer Letter and I believe that is the...

last thing he will need. Once the permit is approved the inspection will be scheduled within the week.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
However, Still waiting for this to actually be completed, not just the promise of it being completed.
Sincerely,
[redacted]

Here is a detailed history of the work performed for [redacted]: Jan 16th- Installation commenced and completed Jan 24th- [redacted] called us requesting us to un-install the solar panels and repair her roof. Normally we seal penetrations with roofers caulk and flashings, but she demanded we...

remove the shingles and reroof the entire area encompassed by solar. Feb 2nd- Any payments were refunded in full, we waived $500 in cancellation fees Mar 15th- Framex completed the work on the roof. They matched the shingles the best they could. An exact match was not possible because of fading on the existing shingles. The total cost was $2,800, fully expensed by Altaray Apr 5th- [redacted] emailed us saying that her HOA president threatened to fine her monthly because the shingles don't match. Apr 18th- We received an email from the HOA stating that it would be sufficient to install shingles on the front half of the roof so that they all match Apr 20th- [redacted] threatened to sue if we didn't completely reroof her home, front and back. May 16th- We emailed [redacted] and stated we didn’t feel it is necessary to reroof the whole house. We also requested a copy of the HOA fines assessed to her   We have really tried to work with the customer to resolve her complaints. She committed to the solar project by signing a legal contract. She did not inform us of any intention to cancel until after work was already completed. Because of the miscommunication with the customer and her HOA, we decided to not only uninstall the solar system at no added cost, but also to refund her in full without any incurred fees. We also tried to oblige her request to reroof the area instead of making the standard repairs called for in the situation, which incurred additional cost we did not charge her. As a resolution, we would be willing to lay new shingles on the front side of her roof to make them all match. We feel that the customer is trying to take advantage of us to get a whole new roof at no cost.