1st Light Energy, Inc.

Review: I contacted 1st Light energy in March to inquire about solar panels. I signed contracts for the panels that the salesman suggested. There were issues with my local utility company that 1st Light Energy wasn't proactive in settling. I had to call the utility company myself after not hearing from my appointed representative. The company became very apologetic and cooperative when I told them I would cancel my contract. Upon doing so they informed me that the panels would be downgraded per the utilities requirements and I would have to sign a new contract. This was in May.At the time they didn't inform me about a balloon payment on the loan. A few weeks later they came to install the panels on the roof but weren't able to hook up the system because they had to order parts. It is now mid-July. There are panels on my roof that aren't installed. I was told two weeks ago that they were to arrive but I haven't heard from 1st Light Energy and they haven't responded to emails. Additionally in March I referred my parents to 1st Light Energy, they became customers and 1st Light Energy was supposed to issue 500 dollars for the referral and they still haven't. I referred the customers in March and they haven't issued any payment yet.Desired Settlement: I would like this company to finish the job or cancel the contract and remove and repair the work they've done. I want my referral fee issued immediately.

Business

Response:

Mr. [redacted] is correct in saying that there were issues with the utility, however, 1st Light was proactive in settling the issues with the utility. In Lodi, the utility company needs to grant Permission to Interconnect (PTI) the solar system for a contractor to be able to submit for building permit. 1st Light originally submitted PTI docs to the utility on 3/17, however, Lodi put all PTI submissions on hold until the Solar Rebate Lottery occurred on 3/23. 1st Light then received conditions on the PTI submission on 4/1, Lodi’s engineer and 1st Light’s design team then worked together over the next month to resolve the issues. During that month, it was found that the customer needed a main electrical panel change and being that the residence is a duplex, it added complications to panel change. 1st Light is at fault for lapse in communication with customer during that month, Mr. [redacted] was apologized to profusely and the Operations Admin Manager ([redacted]) became acting Account Manager to ensure communication was kept up. Customer agreed to panel change so 1st Light moved forward with the submission of new plans to Lodi for PTI… after all this, Lodi came back again and told 1st Light Energy that the customer’s system will have to be downsized to meet the customer’s historical usage. Customer agreed to move forward with a smaller system with the possibility of adding on in the future and customer signed a new contract reflecting the new system size and cost – all payments were explained and although amounts had changed, payment terms, etc. remained the same as when Mr. [redacted] had initially signed up with 1st Light Energy. Permit & PTI was finally approved on 6/15, 1st Light scheduled the customer’s install on 6/21. Mr. [redacted]’s Main Electrical Panel change had to be put off for scheduling due to very specific parts that had to be ordered since the main panel fed 2 separate meters for the duplex which is outside the normal scope of material that 1st Light has in stock for “average” main electrical panel changes. Mr. [redacted] was updated during this time by his Account Manager that 1st Light was still waiting on material. 1st Light has now finished both the install and Main Electrical Panel Change. City inspection occurred and passed on 7/25, Permission to Operate will be submitted Lodi Electric the week of 25th. As for referral payments, 1st Light only pays referral payments upon total completion of install of the customer’s install meaning that the utility has granted Permission to Operate and all funds have been collected, once that has happened, 1st Light will make referral payments.

Review: Contract terms were not as suggested by the company field representative and I was not given a copy of the contract until it was emailed to me on 8/23/2016. I chose to cancel the contract on the same day (8/23/2016) and notified the company representative. The contract states that it may be canceled within 3 business days from the above date (which there was none) without penalty or obligation. Additionally, I never signed the contract. A company representative signed it electronically which is not a legal signature. Even though I cancelled the same day that I received the contract which was undated I was told I have to pay a $500 cancellation fee. This is illegal and not within the terms and conditions of the agreement.Desired Settlement: Retract the $500 charge.

Business

Response:

The customer's contract was signed and then cancelled after the 3 day cancellation period. 1st Light Energy is reimbursing the customer his cancellation fee's due to the circumstances. A Green Sky refund usually takes 30 days to be refunded back to all customers. Thank you [redacted]Warranty and Service Manager - 1st Light Energy

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

I have been an employee for them for about 2 months. This was my first time ever trying to go sell any product. I chose solar because it was something I could believe in. They have done a poor job at training and only managed to come out to help me 1 time. I haven't made a single sale after two months. They don't pay by the hour they are only 100% commission. So I basically had to go without a paycheck for 2 months. I am getting married soon and was hoping I could make some additional money before the wedding but they really didn't take care of me.

Review: 1st Light Energy is the contractor responsible for installing solar panels on our home in December 2010. 1st Light provided us with a 5-year warranty on workmanship and a 10-year warranty on the system components. In early June 2014, one of our inverters stopped working. We notified 1st Light several times, by telephone and email, about the problem. The Claims Manager at 1st Light only sporadically returned calls/emails and failed to communicate with us about 1st Lights efforts to inspect/repair the system. In October, four months after we initially contacted 1st Light about the problem, the manufacturer shipped a new inverter to our home. Although we contacted 1st Light several times asking about their plans to install it, 1st Light did not install the inverter until we filed a complaint with the CA Contractors State License Board one month later. Our system is up and running again, however, we incurred a loss in excess of $658.83, as a result of 1st Light's unreasonable and unnecessary delays in inspecting and replacing the inverter. We requested that 1st Light reimburse us in this amount. Although 1st Light verbally promised to make this right, they have refused to do so.Considering 1st Light's poor service in failing to communicate with us, failing to correct problems with the system in a timely manner, and failing to live up to its promises, we believe the company has engaged in consumer fraud and do not recommend this company.Desired Settlement: Reimbursement of loss referenced above.

Business

Response:

In regards to complaint [redacted] for the disputed amount of $658.83 for reimbursement for energy cost due to having a faulty inverter. 1st Light Energy does offer a 5 year workmanship warranty which does not cover an inverter having a problem. The inverter is under its manufacturer warranty of 10 years and is covered by the manufacturer. 1st Light Energy is not liable to inspect or replace the inverter as it is not under 1st Light Energy’s workmanship warranty. 1st Light Energy is only liable for any defects in the installation which the system was installed in 7/12/2010 and has not had one issue. 1st Light Energy’s service department created a case for the issue on 3/24/14 to conduct a systems check. When a case is created on our end, an email is sent to the customer notifying of the case being made. After reviewing the case for a full month through the data logger in which 1st Light Energy installed for the customers rebate, the service department found that the system was having production issues. 1st Light Energy tried contacting the [redacted] in early May as a technician was in the area conducting other service call. We acknowledge delays in solving the problem, but customer failure to respond to our contact attempts substantially contributed to the delay. On 6/5/2014 an email was sent to the customer to try to schedule an appointment and another phone call on 6/10/2014 leaving a voicemail. On 7/3/2014 a crew from 1st Light Energy was in the area and stopped by to run some diagnostics on the [redacted] PV system. The crew’s findings didn’t get back to me until a month later which entailed voltages and photos from the site. The service department attempted to contact third party solar companies to replace the inverter. On 10/7/2014 a RMA (Return Merchandise Authorization) was received for the inverter. The manufacturer shipped it on 10/13/2014 and arrived a couple days later. During this time 1st Lights Energy’s service department tried contacting the customer to inform them of the inverter being sent to their residence. When another 1st Light Energy crew became available they were used in installing the inverter on 11/18/2014. Site has no other issues. 1st Light Energy is not contractually liable for the loss and will not reimburse.

Consumer

Response:

I am rejecting this response because: I disagree wholeheartedly with 1st Light's response and am interested in taking one last chance to resolve this before filing suit in small claims court seeking the principal amount sought here, plus TREBLE damages, costs, and attorney's fees (which, to date, are $4,600 at my reasonable rate for time spent trying to resolve this).As an initial matter, I'd like to point out that this is a door-to-door sale marketed by 1st Light. 1st Light Salesperson Tom [redacted] presented a powerpoint presentation to us at our home, which included marketing materials advertising a 96% efficiency rate of the solar inverter (See Exhibit A to my initial complaint). Mr. [redacted] signed contracts on behalf of both Home Depot and 1st Light Energy, by which we agreed to the terms of the purchase and installation, together (See Exhibits B and C to my initial complaint). Contrary to 1st Light's response, our written agreement with 1st Light warrants the equipment installed by 1st Light, including the faulty inverter (note that we have no way of knowing whether the inverter was improperly installed and/or whether the inverter was defective; however, we reserve the right to file claims on both bases). Our agreement with 1st Light specifically states: “The PV system is covered by a 10-year full warranty. The warranty covers all components of the generating system against breakdown or degradation in electrical output of more than ten percent from their original rated electrical output. The warranty, also the cover – the full costs including labor and repair or replacement of defective In addition, the meter has a one year warranty. All products are warranted to perform in accordance with the manufacturer’s published specifications provided that the equipment is operated in accordance with the manufacturer’s operating instructions."See Exhibit B to initial complaint. Additionally, the manufacturer's warranty for the inverter (with Aurora) that 1st Light provided to us, requires us to contact the installer (1st Light) in order to make a warranty claim (See Aurora warranty, Exhibit G to initial Complaint). Consequently, 1st Light not only advertised, marketed, and installed the inverter, but also had total and complete control over any warranty claim on the product, leaving us (the consumer) powerless and completely reliant on 1st Light to repair the faulty inverter. 1st Light's response to our complaint, placing the responsibility on the manufacturer, is without merit and establishes that 1st Light has engaged in deceptive business practices and misrepresentation pursuant to California's consumer protection law. See Ca Code Section 1770(a)(5), (6), (7), (9), and (14). 1st Light also had a legal duty to repair the product within 30 days, pursuant to Ca Code Section 1793.2 relating to express warranty repairs. 1st Light's non-specific references to "trying to reach the consumer" are likewise a misrepresentation of the facts. Although 1st light occasionally returned our numerous calls and messages, we responded promptly to all messages left. When we repeatedly tried to reach the assigned claims manager, we were advised he was "out of the office," office personnel was trying to reach him, and, out of apparent frustration, were provided with his personal cellular number. Our telephone records will clearly show the number of times we tried to reach him, without response, his failure to communicate, and 1st Light's delay was unreasonable and in violation of the California Code.We believe that the relief we have requested at this point is minimal, contemplated by the broad definition of "cover" in the contract, and certainly warranted by California law. In the event 1st Light is not amenable to accepting responsibility for covering our losses (as it previously indicated it would do, to "make it right"), we fully intend to file suit seeking to collect treble damages, costs, and attorney's fees.Thank you.

Business

Response:

We need the customer to provide specific details about the requested $658.83. Is the amount requested the full amount of the customers true up bill for utility costs for the full year or what time period? 1st Light Energy did not have an opportunity to conduct a full exam of the system's production before getting a notification from the State Contractors Board and Revdex.com. 1st Light Energy would like to look at the customers current and previous year's utility bills to examine production and usage before making any payments for the customers utility costs. 1st Light Energy tried to contact the customer for over 60 days prior to the customer’s first response per the case notes for this certain incident. In that 60 day time period, 1st Light Energy had technicians available in the area that would have taken care of the inverter issue in a timely manner. Therefore the customer waived the type of express warranty repair associated with the inverter that was malfunctioning. 1st Light Energy was not placing responsibility on the manufacturer, just stating that 1st Light Energy is not responsible for any losses incurred when a part of the PV system fails. In the other than warranty in NSHP-3; we make no gaurantee or warranty of any kind, including any implied in the 1st Light Energy contract which states under, No Other Warranties:The warranty of merchantability or fitness for a particular purpose, with respect to services we perform or the systems we provide under this contract. Your exclusive warranty remedy is set forth above. We are not liable to you or any other person for any incidental or consequential damages.1st Light Energy refuses to pay the customers utility bill without further examination and more documentation. 1st Light Energy can't be held responsible to pay the customers utility bill because their PV system had an issue. The Willmunder's were not contractually bound to use 1st Light Energy to access, repair, or replace the inverter. Therefore the customer may have had another solar company make a service visit at 1st Light Energy's expense if an issue was found. Thus rendering the statement 1st Light Energy was looking for a third party company to access, repair or replace the faulty inverter as all available personnel were scheduled for other obligations, to 1st Light Energy from June to September as incorrect.Thank you,[redacted] - Warranty and Service Manager1st Light Energy

Review: services were never rendered and all monies were given to the contracter.They do not respond to phone calls or emails.Contract was signed and completed on 10/05/2014,was told job would be completed no later then 11/26/2014Desired Settlement: refund

Business

Response:

We have been in contact with Mr. [redacted] regarding this issue. Mr. [redacted]'s installation was delayed due to a production drop. This was due to a variance between our physical measurements and our computer estimations. After discussing this situation with customer, he had decided not to continue with his solar project. All funds withdrawn from customer's loan will be reversed.

Consumer

Response:

I am rejecting this response because:all monies have not returned, the returned monies is the loan from greensky financial that was taken by 1st light energy without my consent.I'm still haven't recieved my out of cost amount of $435 which was given to 1st light energy as deposit in a check.

Business

Response:

The funds were refunded to the customer's financing account on 1/14/2015. The finance company does take a few days to process refund, however customer should see that the funds have been returned. Our accounting department is in processing the refund of the customer's cash payment. The cheque should be sent to the customer on Friday, 1/23/2015. The customer should receive the cheque sometime next week.

Consumer

Response:

Hi I recieved check for $435.37,I am satisfied with customer all funds were returned.I would like to thank you very much for your efforts to help me in this settlement.I request for this complaint to be status as resolved.Thanks again so much.

Review: Misleading Sales Practices and Falsifying Documents

In 2008 I had [redacted] (1st Light Energy CEO) come to my home for a Solar Panel Survey. The meeting ended and we agreed to move forward with a nearly $40,000.00 system via the [redacted] I was told that placing the transaction through the [redacted] would allow me to "finance a portion" of the project in addition to being backed for 10 years with a parts/labor warranty. This year I began having performance issues with my system. When I reached out to them they offered to come out to my home for 90.00/hr. When I asked about the 10 year warranty this was ignored. I then reached out to [redacted] directly which launched a 3 month investigation. To summarize, I am now being told that my solar system was never purchased through the [redacted] as they cannot find any record of the project. Furthermore, their contacts at [redacted] have also verified as much. My correspondence with the contractor has led nowhere, I am simply redirected back to [redacted] The contractor used legitimate [redacted] applications/contracts for the paperwork process which I have sent to them and they still claim as much. Additionally, the contractor had me feel out a [redacted] Credit Card application and proceeded to purchase 9600.00 total at one of the stores. I have asked the contractor to provide me with Sales Orders or Receipts for the transactions and they have ignored me. I have tried reaching out to [redacted] and he has ignored me. [redacted] has reached out to the contractor and [redacted] and they have met the same result. I have tried bringing both the contractor and Home Depot together via e-mail correspondence and the contractor has dodged all attempts at remediation. Furthermore, last year [redacted] himself tried to sell me a 500.00 meter replacement when I already have the NJ mandated commercial meter required by the clean energy program (installed w/ the contractor and my utility company). At this point I am left at a loss with the warranty coverage and faced with litigation as my only resort should this matter not be resolved.Desired Settlement: At this point I have no faith in the quality of this system. I wasn't provided with any information on the system itself and at this point don't even know if the system was "New" or "Used". I'd like a refund of the total system cost including the labor. In addition, I'd like the contractor to now honor the 10 year warranty on parts/labor as a result of their misleading information and shady business practices.

Business

Response:

Initial Business Response

[redacted]'s (the "Client") photovoltaic (solar) system was purchased through the [redacted] Solar program, and the solar system was covered under a 10 year Workmanship Warranty. The components of the system are covered under their manufacturers warranty. The solar program partnered [redacted] and 3rd party solar installers, in this case 1st Light Energy, to sell and install residential solar systems. The partnership operated under the name UR Solar Power, LLC.

The Client contacted 1st Light Energy on July 31, 2013, stating that the production readings on his residential solar system have been consistently lower compared to pasted readings. The Client requested to have a Solar System Check performed on the solar system in question.

On August 13, 2013, 1st Light Energy made contact with the Client, at which time the Client verbally confirmed that the solar system was producing +/- 20 kilowatt-hours (kWh) rather than the +/-30 kWh the system had historically produced. 1st Light Energy suggested a Performance System Check to the Client to determine if the system was operating within reason. If the Performance System Check conclusion deemed that the solar system had no workmanship warranty issues, or if the system had been tampered with, the Client was responsible for the time 1st Light Energy spent on the system check, and would be invoiced accordingly at our standard rate of $90.00 per hour. If the Performance System Check concluded that The Client's solar system components were defective, or workmanship issues were detected, the cost of the service check was covered under the solar system workmanship warranty or the manufacturers warranty. 1st Light Energy suggested to the Client that he contact Home Depot, the holder of the contractual agreement, and they could be of better assistance. During this call the Client stated that he was at work and would contact 1st Light Energy the following day.

On August 22, 2013, 1st Light Energy attempted to contact the client, and left a message for a return call.

On September 03, 2013, 1st Light Energy attempted to contact the client, and left a message for a return call.

During the week of September 23, 2013, Home Depot contacted 1st Light Energy regarding this open matter. The Client had contact Home Depot, as 1st Light Energy suggested, and Home Depot was unable to locate the contract for the Client.

On October 01, 2013, 1st Light Energy spoke to a representative from [redacted] regarding this matter. An email was submitted to [redacted] a corporate Home Depot Representative, outlining the details of the solar system agreement with supporting documentation for Home Depot's records.

On October 03, 2013, a representative from UR Solar Power contacted 1st Light Energy stating that the Client had a 10 year workmanship warranty for the solar system. 1st Light Energy acknowledged the 10 year workmanship warranty, and reiterated to UR SOLAR Power, LLC that the business relationship between all parties [redacted] and [redacted] dissolved in 2010 and that we, 1st Light Energy would be more than willing to accommodate and repair any workmanship issues that may be effecting the system however the contract is held by [redacted] and the Client is a [redacted] customer, so the first response to open issues need to come from [redacted] UR Solar Power, LLC and 1st Light Energy agreed to this service plan. UR Solar Power, LLC expressed to 1st Light Energy in an email that they will have an alternative service provider work with the Client to resolve the open issue.

Final Consumer Response

(The consumer indicated he/she DID NOT accept the response from the business.)

It's good to know that 1st Light has kept detailed records of our correspondences. I have done the same. The interesting fact here is that their claims are false. I was only ever given the option of having my "system checked for 90.00/hr". In fact when I was told this was when I decided to contact [redacted] (this was done before 1st Light's "recommendation"), since I already suspected them of shady business practices. Furthermore, "[redacted]" was the individual that contacted me on 8/13, 8/22 & 9/3, the later 2 of which had been ignored simply for the fact that I had no interest in paying 90.00/hr for service and was running into brick walls with my inquiries regarding the project. At NO TIME was I informed that my system was under a 10 year workmanship warranty (I knew it was from 2008 when [redacted] told me it would be), even when I specifically asked such. [redacted], ignored the e-mail I sent him and according to Home Depot, refused to speak with the representatives that contacted him. Additionally, I asked [redacted] on several occasions to put me in touch with him over the phone and via e-mail. I am assuming 1st Light's correspondence with [redacted] was in response to an e-mail I sent to [redacted] and CCed her. At no point was I informed about anything that could have been said or wasn't said between them. My correspondence with [redacted] has yielded that the contractor was not supportive in their investigation. Furthermore, all correspondence with 1st Light ended after my last e-mail on September 24 asking for receipts and documentation for this transaction. No response and no documentation was ever rendered aside from the [redacted] Application". Ultimately, I've wasted 3+ months of time and all because 1st Light directly, or indirectly, refused to be supportive and assist me in clarifying the contract stipulations. I suspect this is simply due to their "partnership with [redacted] ending on a sour note. Furthermore, the following statement: "1st Light Energy suggested to the Client that he contact Home Depot, the holder of the contractual agreement, and they could be of better assistance. During this call the Client stated that he was at work and would contact 1st Light Energy the following day." is wholly inaccurate as I was not told to contact Home Depot until very much later in the process. Had that been the case, [redacted] would not have contacted me on 8/22 and 9/3 to proceed with next steps, since again, "the partnership was no longer in effect, therefore 1st Light would have no role in performing any services on the system". In fact the only "warranty" ever discussed was the 25 year performance warranty on the panels themselves, which [redacted] had received a claim form from BP for. Again, this wouldn't have covered labor/service and of course I wouldn't have been re-reimbursed since 1st Light is no longer authorized to work with [redacted] I was just told that "we have to come to your house to check and make sure there is an issue". But again, it was offered at 90.00/hr.

At the end of the day, I was informed by [redacted] 2 days ago that they have located all of my information. I will be dealing with them separately. Having said that, my complaint with 1st Light remains unchanged. It seems they knew from the start that the contract issue lay with Home Depot and deliberately chose NOT TO assist in closing this matter. At the end of the day I don't care what did or didn't happen to dissolve their partnership. It's not my issue. Most definitely not when you're spending nearly $40,000. Furthermore it upsets me that [redacted] and/or his lawyer has the audacity to respond to this complaint and include false information. But at this point, I wouldn't expect any less of him. Furthermore I will be validating his claims of correspondence with [redacted] as that should be useful in dealing with them as well.

Final Business Response

As per 1st Light Energy's original response, [redacted] is working to identify any issue(s) that may be associated with [redacted] residential solar system. 1st Light Energy will continue to provide any information to [redacted] that is necessary and useful to identify these issue(s). As of November 08, 2013, [redacted] was requesting copies of archived documentation from 1st Light Energy that support the installation of the residential solar system in question.

It is 1st Light Energy's process and procedure to document client issues in detail for case evaluation. 1st Light Energy's responses to the complaint were detailed documentations of the case from the 1st Light Energy staff that have had an active role in processing the case.

Again, 1st Light Energy will continue to provide any information necessary to [redacted] in hopes of identifying and resolving the issue(s) with Mr. [redacted] residential solar system.

Review: The representative entered in contract that although loan approved for some 28000 dollars but would only will be taking loan of 15000 dollars on which I would be supposed to be paying installment and interest and to remove any future cofusion I confirmed this email with a trail of emails but they cheated me and withdrew 28000 dollars from the bank without my permission and cheated me not only this there was no follow up after installation it appears that system is not working to its full output. Further more when there accounts manager when approached started screaming and yelling on phone and shut the phone down saying we are not ready to resolve and cut my call+These guys installed solar system in my house first they violated the payment agreement which is already in process and reported on Revdex.com and the funny part is that after installation no one came to check the system wether it is working or not is it generating the required solar power not even had a courtesy to inform us the functioning after installation and I if going by the readings it does not seem to generate enough power as agreed in contractDesired Settlement: To adjusted as per the ageement and the their confirmed email and correct the system and explain us the system requirements or expected troubles. if it is not producing the required energy then the should correct the problems or compensate accordingly.some one should come and look into the system if it is not generating the desired power either it should be set properly or enhanced if not then proper pay adjustments be made in contract

Business

Response:

We need more time to look into these claims before we can respond.

Business

Response:

There has been some confusion as the customer has stated, but we want to assure the customer that we haven't cheated anyone out of anything. Quite simply the contract has a total system cost of $28,950. That is the amount of money that the customer is responsible to ensure that 1st light energy receives for our goods and services provided which we did receive. The way we are paid for the total system cost is broken up in different methods and in this case by loan, and a rebate from a SREC company. The customer signed a separate loan agreement with a company called [redacted] . The financial complaints the customer has are with this company not ours so if they want to file a Revdex.com complaint it needs to be with them. We cant speak for them, but we do know how they operate and they way their offer works. The loan through [redacted] is set up as such that the remaining cost after the SREC rebate is received is put into one loan. That total amount is eligible for a 30% federal tax credit, so [redacted] gives the customer 18 months to file, claim, and receive that 30% federal tax credit. [redacted] expects the customer to pay off that 30% before the 18 months, and if the customer doesn't then the loan will re-amortize and have a higher interest rate and loan payment. After the 30% of the loan is paid off that would leave the customer with a loan amount of $15,000. as the customer states. We have instructed [redacted] that is how the loan should be set up, so if there is a problem with the loan the customer needs to file a Complaint against that company not ours since we have done everything we could The legal loan documents and terms are with another company. We are still willing to assist in any way possible to help the customer to work with their loan company. The claims that we hung up on the customer saying we that weren't ready to resolve cant be addressed because no one in our company is aware of such a conversation existing so we can only speculate that there must have been some type of miscommunication or misunderstanding. We would never intentionally hang up on a customer. The last part of the complaint we can address is her system working correctly. We walked the customer though turning on the system on the phone and performed some checks to make sure the system was on. Since the customer states they believe there system isn't working correctly we will make a service case so we can make sure it is working correctly and take any steps necessary . Thank you,

Consumer

Response:

I am rejecting this response because:the company was supposed to receive15000 dollars as loan amount I have email clarifying this amount but they withdrew $28000.00 secondly if the loan agreement which they are mentioning they were to get 80percent of installation cost and the installation cost is as per contract around 15000dollars so how did they take out 28000 dollars on my account from Mosaic why the advance and rebates not adjusted now secondly the contract was to install 23 panels they installed only 20or 21 panels of 300+ watts no one gave walk through can they produce a document or name of person who was explained the functioning of systemthe contract was to give min of specific amont of KWH which is not being acheived or received by us from records of 2months of PSEG records so that is not as per contractstill the company says we have not cheated regarding dropping my call there accounts rep was called numerous times she hung up the calls behaved rudely

Business

Response:

We once again have to redirect the customer's primary complaint to the loan company. In our last response we indicated we are not the company that has taken the loan out or the company that is seeking funds from the customer directly. The company seeking funds is [redacted]. We suggest the customer take up a complaint with them if they are seeking some type of resolution in regards to their loan. We did take the liberty in our last response giving some information in hopes to help shed some light on some of the confusion in regards to the loan with [redacted]. The customer also stated that the contract stated a certain amount of production was guaranteed and a certain amount of panels were guaranteed. This is not accurate. If the customer reviews their contract they will find no such statements. What we do indicate on the contract is a contracted system size, a system size that was fulfilled by using the higher wattage solar modules as indicated by the customer in their recent response. Because they were higher wattage a lesser amount of solar modules were needed to provided the same system size that was originally discussed with the customer with lower wattage modules. Its like owning someone $100 dollars and originally you told them you would pay them with 10 $10 bills and then later paying them with only 5 $20 bills. The end result is the same amount of money being paid. Same concept with the modules. In regards to the call once again we would have no reason to hang up customers and there is no indication that this happened. If this did occur we can assure the customer it was unintentional and apologize for any negative experience they may have had on while being on the phone with us. If the customer would like we would still be happy to conduct a 3 way call with [redacted], ourselves and the customer in hopes to help resolve any confusion in regards to their loan. Thank you,

Consumer

Response:

I am rejecting this response because:first the statement made by the business is untrue and they have never attempted to clarify the issue but the example they are saying is not what it should be thay have already accepted theoritically for not putting in panels as promised but also if you account for energy losses how can the lesser number panels generate the same energy also to take variables like clouds etc so accounting these the reduction in panels as explained is not correct also they were paid by the financer directly so why they went against the contract and withdraw the amount which was not as per contract why are they now not going to lender and clarify or resolve the issue did they ever attempt to resolve three way none of the steps have been taken but only just throwing ball from their end to lenders pocket

Review: My complaint is based on my belief that the the contract with 1st Light Energy is false. The reason are stated below:On the first day a representative for 1st Light Energy completed and application and ran my credit and I was denied.The following day the same person came to my house and told me that my credit was approved and that I needed to speak with [redacted] loan company to give them a different ID # and to tell them not to run my credit again that everything was taken care of.After thinking about the process I was feeling uncomfortable and that they were not being truthful with me about the application, so I placed a call to [redacted] to cancel my loan and was told that they had already taken $1500 out. I told them that no one had notified me and that I was unaware.After speaking with [redacted] and placed a call to 1st Light Energy and was told that on the contract it states that I had three days to cancel and that I had exceeded those three days.Desired Settlement: For First Light Energy to pay [redacted] back the $1,500 because they did not notify or have my approval. It does not state anywhere on the contract that I only had three days to cancel.

Business

Response:

1st Light Energy will be issuing a full refund of the customers money. We have contacted the customer and informed him of the refund.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Poor service. Mistakes made on every step from the drawings to turn-on. The only positive part was the installation team did a good job and was easy to work with. But 1st Light even screwed that up by not telling me that the contract might not show up if it was raining. When 1st Light was removed and I spoke to the contractor all went smoothly.

Project management skills are nearly non-existent at this company, which is a bad sign, because that is their entire roll.

Review: I am being harassed with a loan that I was never explained nor requested. I was advised by 1st Light Energy I was going to have a solar power purchase agreement (PPA) however, 1st light Energy [redacted] Hamer gave me a money loan agreement with [redacted] instead. I asked what did I had to pay and I was advised by 1st Light Energy I didn't have to pay any money and they failed to say they were getting me into a loan I cannot pay. I contacted [redacted] directly and they advised I can cancel at any time since the loan wasn't provided yet which, I did cancel and [redacted] confirmed the cancellation but now 1st Light Energy wants to charge me as if they had done anything for my project. [redacted] has taken advantage of my age and disability and has harassed me by sending technicians to my house and trying to trespass and install equipment. 1st Light Energy's technicians came to my house on 6/10 to force installation that I never authorized. And was never properly explained to me. They simply sent me an email but they never explained the terms. They didn't get permits for the project. I am aware that as long as they do not install anything I am still within my California rights to cancel any solar project. [redacted] is trying to charge me $11,694.60 for a project they never bullied and never activated since [redacted] didn't provide the loan (ever). This lady is making me ill, she was also very rude over the phone when I expressed this was never explained to me and wanted to cancel.Desired Settlement: I do not want to be contacted by 1st Light Energy any more. I have California rights where I can cancel any solar project prior to it being installed so I am not to be changed any ridiculous amounts for it.

Business

Response:

To whom it may concern: We received the customer’s complaint and have reviewed it. There are many inaccuracies we would like to correct. We will start off with the complaint that we are harassing him with a loan and the confusion regarding his loan. As the customer stated and provided a copy of in his own complaint the loan has been canceled so we are not harassing him in regards to that loan or in any other way for that matter. The customer implies that he was unaware of his solar loan but, to obtain a loan through [redacted] the customer has to provide confidential/personal information to the loan company to obtain a loan that we simply would not have the ability to provide without his knowledge. The loan company also requires a number of signatures by the customer to finalize the process which the customer signed which the loan company will confirm and we can provide evidence supporting that fact. Additionally no solar company can offer a free solar system unless a company decided to gift a solar system to a customer. What the customer was informed of is that there would be no initial upfront cost to the customer which we were willing and able to keep that commitment to the customer. As the customer indicated when he called the loan company we had not processed or collected any of the funds on his loan. The 1st cost associated with the solar system that the customer was expected to pay would have been after the system was installed and running and the customer then would start making monthly payments. The customer also states that he could not afford the loan payments, but these loan payments were reviewed by [redacted] and in the forms that he signed with [redacted] and also reviewed by a 1st light representative so he shouldn’t have been surprised with the fact that there would be a payment or the cost associated with that payment. Furthermore these monthly payments are designed to be an equal or lower price then energy cost the solar will be replacing making the payment very affordable. Even if the customer was given a PPA by our company the customer would have to make similar monthly payments. The customer mentions his relationship with [redacted] an employee of ours a number of times throughout his complaint inaccurately. [redacted] was/is his account manager. She was never in the home of the customer or involved in the signing of the agreement or setting up his financing for his solar system. The customer states that [redacted] sent a technician to trespass and try to install the system. This is simply not true. We would never install a system without the customer’s permission. It just wouldn’t make sense for us to do so. We did send a representative to the customer’s house after we received an odd call from an individual claiming to represent the customer and requesting to cancel his project on 6/10/2015. Since we did not communicate directly with the customer we tried reaching out to the customer by phone and email to confirm the cancellation because we had a confirmed installation date with the customer for the following day on 6/11/2015. After many attempts with not success that is when we sent a representative to the house to communicate with the customer directly. When our representative arrived the customer did confirm he wanted to cancel his project. The customer is misinformed about the California laws. It is possible the customer is getting misinformation from another solar company because what the customer failed to mention in his complaint is that the customer is seeking to go with another solar company for the solar project on his house. This was not communicated to us until the day before we were going to install his system that he was officially canceling. [redacted] his account manager did speak to the customer the 1st week on June when the customer expressed some concerns about his project contemplated canceling his project, but by the end on the conversation the customer agreed to move forward and to be installed on 6/11/2015. Before the customer cancelled we advised him of the potential costs that he would incur for canceling. After the customer officially cancelled we reached out to the customer to inform him of those costs associated with canceling. In the agreement there are 2 sections that review costs associated with canceling the project or impleading 1st light energy with its ability to fulfill its contractual liability stated in the agreement. Under the “Liquidated Damages” section it states: “In the event the Customer refuses to allow 1st Light to commence performance of the work to be rendered under this Agreement, or prevents 1st Light from receiving the Rebate, or prevents 1st Light to continue performance under this Agreement, 1st Light shall be entitled to receive from the Customer as liquidated damages a sum equal to thirty percent (30%) of the Total Contract Price.” 30% of the total Contract Price is $11,649.60. Please remember that this customer waited to cancel his project until the day before install. That means by this time we had performed a site assessment, created a design, had engineering ran and stamped, permit picked up and paid for (contrary to the customer’s statements that we haven’t received a permit we have attached a copy of the permit), office overhead of processing customers deal, all materials and equipment specifically ordered and shipped to our local office, and many other miscellaneous costs associated with his project. At this time we can offer 2 options to the customer. The 1st and preferred option is to move forward with his project, at which point we can use the permit and equipment already paid for and waiting to be used for his project. The second option is for the customer to call us and work out a negotiated compromised price for all of his associated cancellation costs of his system. At present customer has not been willing to negotiate with us. We would love to fulfill our commitment to our customer. We also want to make sure it’s clear we are not trying to be malicious in nature with our cancellation costs. We are simply trying to be compensated for contracted work and costs that were agreed upon by the customer that were incurred by us in an effort to fulfill our responsibilities obligated by us in the agreement that both parties signed.Thank you

Review: Our installation of Solar panels was started on September 23rd. The connection from our home to the solar panels was supposed to happen on October 12th. They were a no show andno call. As of this date October 17th we have had no further communication after repeatedcalls that never get answered or returned.Desired Settlement: Please respond to our phone calls and finish connecting the panels as agreed upon.

Business

Response:

we have reached out to the customer to give updates.

Business

Response:

1st Light Energy contacted the customer and resolved issue.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

We had our solar install completed by 1st Light Energy in September 2014. When the initial sales people came to sign us up, they were extremely courteous and professional. We had many concerns with the costs and whether the package would be right for us. They answered all our questions and totally justified the system without making us feel like they were pushing the sale. When the install day came, the installers were efficient and completed the install on time. The quality of their work is very good. When I looked at the install I had concerns about the route chosen for the conduit on the side of the house. After one call and a follow up email they satisfied my concern totally. I have to say that I am very happy with the install and the professionalism of the company as a whole. I absolutely will recommend 1st Light Energy to anyone who is thinking of getting a solar system for their home.

Review: Company sales person contacted me in July 2014 to talk about solar panel installation in my house. He asked me to produce my electric bills so that he can calculate how much electricity I have consumed in last one year and based on that he calculated cost of solar panel to be installed at my house.I agreed to install solar panel which can produce electricity to cover cost based on my last one year electricity bill. He also explained me that all the installation of wire and conduit will be going to inside wall and it will not be exposed or visible outside other than in the roof area. He also promised me that permit and installation is going to be within 2 months so that I will get my tax benefit in 2014 itself.Based on his promised I paid his $1500 on July 29th 2014. They have not installed solar panel yet. First they have changed configuration of panels and which is not going to produced same electric as they promised and keep throwing lots of technical terms to confuse me. After calling them multiple time and sending several emails, I explained them that I am not solar expert and why you do not simple install same configuration which was promised to me verbally and in the email. I also sent them email which was sent by their sale person based on their request. Final after spending months they agree to install same configuration solar panel. When they came to install on my house without any prior design review from me, they told me that conduit is going to be outside the wall. I asked installer to talk to his manger as it was promised inside wall. They left my house without informing me and when I call them to find out they told me that they will install conduit outside and I have to pay more money if I want to be inside.After sending them emails and several calls with [redacted] and [redacted] they told me that they willnot install Solar panel inside the wall and it is not going to be this year (2014) also. When I called them and talked to [redacted] and asked them that refund my money which they took in July as you have not install solar panel yet and also asking more money, he simply refuse to refund and asked me that I have to pay more for cancellation too. After several phone call and discussion they have not install solar panel yet and for cancellation they are asking more money which I think totally unethical.panelDesired Settlement: I am requesting either full refund of my money which they took in July 2014 or install sonal panel as they promised and take my tax refund as part of their payment which was one of the payment option Sales Person gave me earlier.

Business

Response:

1st Light energy had been in communication the day Mr. [redacted] made this complaint and we refute his claims and his version of the events. 1st light acknowledges that in July a sales representative meet with him and took the proper steps in evaluating Mr. [redacted]’s home and the 2 did enter into an agreement to have a solar system installed. We have attached mentioned agreement. The sales rep that was present in the home of Mr. [redacted] no longer works for 1st light so we cannot obtain his version of events of what was mentioned in the home, but a Mr. [redacted] spoke with the customer on 12/29/2014 and according to him Mr. [redacted] acknowledged that the specifics of how his electrical conduit was to be installed was not specifically discussed in the home at the time of signing the contract or at any other time until 1st light energy showed up to install the system and Mr. [redacted] was being walked through the installation plan that day and the matter of how the conduit was to be installed came up. At that time 1st light informed Mr. [redacted] that the way he desired for his conduit to be installed was not a standard installation and additional funds would be required. Mr. [redacted] was not willing to agree to this that moment and sent 1st light’s install crew home. 1st light indicated to Mr. [redacted] that we would have to have a 3rd party contractor come out to give an estimate on the price of the work before we could give him a new price. 1st light was not able to coordinate this with the customer. Furthermore 1st light would like to site the agreement Mr. [redacted] signed that states the following under Acceptance and Authorization on the front page of the agreement: “By signing below, the Customer authorizes 1st Light Energy Inc. to perform the installation. This Agreement expressly supersedes all prior written or verbal representations or agreements made by 1st Light Energy Inc., its agents, representative or employees, or anyone else. Except as set forth in this Agreement, the Customer agrees there are other oral or written representations of inducements, expressed or implied, any way conditioning this Agreement , and the Customer expressly disclaims their existence.” There for any discussions Mr. [redacted] may or may not have had about the conduit and when the system was going to be installed are moot points unfortunately. But for the record as previously mentioned we did attempt to install the customer’s solar project well before the end of 2014. Mr. [redacted]’s claim that we changed the configuration of his system is somewhat correct but the changes we made were in his favor. I realize the whomever is reading this is probably not in the solar industry but very simply we upgraded his solar modules from 245 watt panels to 250 watt panels, essentially meaning that his system would produce more electricity. It was not our intention to confuse Mr. [redacted] with technical terms it was simply to explain the changes made in his favor which is allowed according to the agreement Mr. [redacted] signed. Under the system description section says: “The proposed system is listed below. The system size may be changed based on customer credit limitations or pre-site audit recommendations. System size changes of +/- 5% will not change any terms of this contract except the total cost.” We did finally come to an agreement with Mr. [redacted] to install his system. Mr. [redacted] says he did not approve the design of the system but we have an email from Mr. [redacted] from October 16 which I have also attached. In that E-mail 1st light employee [redacted] sent an email to Mr. [redacted] with a design of his system, to which Mr. [redacted] replied: “In that case, please go ahead.” When we showed up to do the installation as I mentioned previously one of our installers was going over the installation plan with Mr. [redacted] and the conduit issue came up. Our employee informed him that was not how his system was designed and the manner he was requesting his conduit to be installed was not a standard installation and would cost him more money. Mr. [redacted] would not agree to this so Mr. [redacted] was informed there would be nothing else we could do at that time and that we would have to leave and then the crew packed up and left. Mr. [redacted] claims that we told him that we would not install the conduit inside his walls and this is not the case. We did indicate that we would not do it without a new negotiated price which Mr. [redacted] was not willing to coordinate with us. Mr. [redacted]’s claim that we would not install him this year is not fully accurate. The day we told Mr. [redacted] that his system would not be installed this year, the year of 2014, was on December 29th 2014 in the late afternoon. Like I mentioned previously we did attempt to install the system in the 2014 year but we were able to at the customer’s request because of his disapproval of the manner a standard conduit installation is performed. 1st light Energy did inform Mr. [redacted] that if we wishes to cancel his installation with 1st light energy that his deposit of $1,500 would not be refunded to Mr. [redacted] because we were and are willing to install his system according to the agreement we have with Mr. [redacted]. That agreement we have does not specify that we install the conduit in the manner Mr. [redacted] is requesting. Once again 1st light is willing to work with Mr. [redacted] to come to some type of compromise in the form of additional funds to pay for the extra cost related to the untraditional installation of the conduit. The cost that 1st light energy have incurred up to this point in time are much greater than $1,500, and that is why we indicated that if Mr. [redacted] wishes to cancel his project 1st light would have to as all the total expenses associated with his project and then send him an invoice for those cost since the Mr. [redacted] would be in breach of our agreement by not allowing us to install the soar project on his home. I have copied the wording in the agreement that specifies this under the Liquidated Damages section of the agreement which reads: “In the event the Customer refuses to allow 1st Light Energy Inc. to commence performance of the work to be rendered under this Agreement, or prevents 1st Light Energy Inc. from receiving the Rebate, or prevents 1st Light Energy Inc. to continue performance under this Agreement, 1st Light Energy Inc. shall be entitled to receive from the Customer as liquidated damages a sum equal to thirty percent (30%) of the Total Contract Price.” Furthermore under the termination section it reads: “If You breach this Agreement, or following discovery of previously undisclosed legal encumbrances or easements on your premises, building/zoning code violations, or hidden/unforeseen physical/hazardous conditions such as the presence of mold, asbestos, lead paint, or any other conditions differing from what You represented, 1st Light Energy Inc. may immediately terminate this Agreement without further obligation to You. In either event, the Customer agrees to pay 1st Light Energy Inc. the cost of materials, labor and services already provided up to the date/time of termination, plus any other amounts allowed under applicable law.” 1st Light Energy still is willing to work with Mr. [redacted] and we are excited and ready to install his system once we come to an agreement about his request. Thank you,

Consumer

Response:

I am rejecting this response because:Ist Energyclaims given in response to my complaint are not reflecting truth. There had been many issues while dealing with 1st Energy, some are:1) Conduit is exposed outside on the wall: When Company’s sales representative [redacted] approached us, he clearly explained to me that NOTHING will be installed on the side walls of the house which would be visibleor exposed outside, only Solar panel will be exposed on the roof and all connections will go through attic and inside. I did not specifically used word conduit while talking to him and I explained same when I was talking to Mr. [redacted] on 12/29/2014. But company has twisted my statement in their favor while replying to my complained: “……..Mr. [redacted] spoke with the customer on 12/29/2014 andaccording to him Mr. [redacted] acknowledged that the specifics of how hiselectrical conduit was to be installed was not specifically discussed in thehome at the time of signing the contract…….” Beside this they never sent any one to discuss design in person which was also told by Sale Person. They sent design via email and I told them that Idid not understand this design as I am not Solar Engineer (Please see email attachment for the same). In the design document also they did not mentioned that conduitwill be installed outside of the wall. I gave my approval to install Solar Panel based on above understanding that all the installation will go through Attic and inside the wall based on mydiscussion with Sales Person [redacted]. Additionally, since I hadn’t gotten design of conduit before, I asked installer to give me design. When I sawdesign where conduit will be going from outside the wall, I told him that based on my discussion with [redacted] this is not correct design asked him to checkwith [redacted]. Installer said he is going to check, and after that he left without even informing me. I didn’t get any call from anybody else in 1st Energyeither, I got to know status only when I called company and talked to [redacted] but there was absolutely no communication from company. 2) Changed in the solar panel configuration: Company tried to reduce solar panel configuration which would have produced less energy than promised. Theysent an email with some technical term which I did not understand at all. I expressed same during my email communication and only after insisting I came toknow that they are installing panel which will produce less energy. In this case I disapproved installation and kept following with [redacted].Finally they made some configuration changes and promised me that with changed confirmationenergy production will be aligned with promised level. (Please see attached email which I had with [redacted]). Contrary to what 1st Energy is claiming in their response, they would have installed less producing solar panel if I would have not insisted onproviding details and multiple follow up through phone calls and emails. In my opinion they tried to sneak in less producing solar panel configuration and not being transparent and honest with customer. 3) Professionalism: Company always acted below expected level of professionalism.a. They promised me that a design team will visit my house with prior appoint to look space on my roof and Attic and provide final design. They also told me that finaldesigned will be discussed with me in person and they will answer all my questions. Company sent a person without any prior appointment or even any notification. Person just showed up at the door without prior notice. My wife happened to be home that day and she was surprisedand anxious about it. Finally I convinced her over the phone to allow him to inspect roof and attic. This person came without necessary basic tools and mywife had to provide him flash light to inspect attic. This person left our house without discussing any design with my wife.b. Design was sent through email and no one called or came to discuss with me or my wife. I also sent emails asking to explain this design but never got any explanation.(Please see attached email). Now I feel that they were doing this on-purpose to hide details otherwise Conduit issue would have come long time back and I wouldhave definitely objected to it as it was not per our discussion with [redacted].c. This project started in July and still not completed. I also lost an opportunity to get tax benefit in 2014 which is a big money for me to pay for this installation.Most of time I was calling them to provide next steps to get this installation done. When I saw that this is getting late and may not happened 2014, I only called Mr.[redacted] and ask him to expedite. I never saw that company is willing or eager to close this installation. During my conversation Mr. [redacted] toldme that if I tried to cancel this then I will not get my money back and in fact they threatened (rudely spoke) me that he will look into agreement and I will haveto pay more money for cancellation. In my opinion this is not a professional response especially when I was following up. Additionally after long discussionMr. [redacted] said he will send somebody at my home to evaluate how much would it cost to install conduit with no or partial visibility outside within a week,but it has been more than two weeks since then and nobody has come for thisevaluation. I am not at all breaching any agreement conditions and paid my installment $1500 in time and following with them regularly and working through this last from 6 months. Iffact they are trying to find loopholes/grey area and misusing them in their favor.I am still willing to get this install provided it was done as promised and I am ready to pay all the money except tax refund which they can get once I receive it asdelay is on their side.Thanks[redacted]

Business

Response:

We regret to hear the dissatisfaction of Mr. [redacted]. It is our goal and hopes that all our customer are satisfied and have a good customer service experience. Unfortunately we do not believe that we will be able to agree on the version of events leading to the installation or give Mr. [redacted] the resolution he is looking for. Mr. [redacted] in his response refers to many verbal promises or arrangements. Because we disagree on the content and existence of these verbal promises we once again have to site the agreement Mr. [redacted] signed which states under the Acceptance and Authorization on the front page of the agreement: “By signing below, the Customer authorizes 1st Light Energy Inc. to perform the installation. This Agreement expressly supersedes all prior written or verbal representations or agreements made by 1st Light Energy Inc., its agents, representative or employees, or anyone else. Except as set forth in this Agreement, the Customer agrees there are other oral or written representations of inducements, expressed or implied, any way conditioning this Agreement, and the Customer expressly disclaims their existence.” This being said we do not feel it is necessary to address every verbal account Mr. [redacted] refers to. We maintain that we are willing and have attempted to install the system per the agreement. Under the scope of work section it sites: “The Contractor does not provide, or arrange for, architectural/engineering services or structural changes to dwellings or buildings unless otherwise noted in the contract.” And installing the conduit inside the walls of his house would fall under a structural change and nowhere on the agreement does it specify or is it noted the manner in which Mr. [redacted] desires for the conduit to be installed. Currently we are not able to perform the installation per the agreement because we do not have permission from Mr. [redacted]. If Mr. [redacted] does not wish to move forward with his project per the terms of the agreement then we once again site agreement under the Liquidated Damages section of the agreement which reads: “In the event the Customer refuses to allow 1st Light Energy Inc. to commence performance of the work to be rendered under this Agreement, or prevents 1st Light Energy Inc. from receiving the Rebate, or prevents 1st Light Energy Inc. to continue performance under this Agreement, 1st Light Energy Inc. shall be entitled to receive from the Customer as liquidated damages a sum equal to thirty percent (30%) of the Total Contract Price.” Furthermore under the termination section it reads: “If You breach this Agreement, or following discovery of previously undisclosed legal encumbrances or easements on your premises, building/zoning code violations, or hidden/unforeseen physical/hazardous conditions such as the presence of mold, asbestos, lead paint, or any other conditions differing from what You represented, 1st Light Energy Inc. may immediately terminate this Agreement without further obligation to You. In either event, the Customer agrees to pay 1st Light Energy Inc. the cost of materials, labor and services already provided up to the date/time of termination, plus any other amounts allowed under applicable law.” Mr. [redacted]’s belief that the changes we made to his system would result in a lower production are simply not accurate. In fact the changes we made result in a higher production of his system like we mentioned in the last response. We increased his system wattage by upgrading his modules from 245 watt modules to 250 watt modules. The area where Mr. [redacted] was getting confused is in reference to AC and DC system size. On the agreement we site the DC system size which is higher than the AC system size. The 2 numbers will differ but the physical size is the same. We provided Mr. [redacted] a design of his system as mentioned in our previous response and the corresponding email was attached where the full version of events can easily be read, but furthermore it is not a requirement in the agreement that we provide a design of the system to the customer so even if we did not provide one to the customer, which we did, we would still be with in compliance to the agreement. Like we mentioned before it is not our desire upset Mr. [redacted] we are simply trying to provide the service that was agreed upon by us and Mr. [redacted] per the agreement. Thank you,

Consumer

Response:

I am rejecting this response because:First I would like to bring in your attention that so far1St Light Enery did not address any of my issues which I brought in my complaint and previous reply. They are acting totally unprofessional and I made several points in my previous reply which they did not address in this reply.Now coming to their latest reply where they mentioned contract terms “By signing below, the Customer authorizes 1st Light Energy Inc. to perform the installation. This Agreement expressly supersedes all prior written or verbal representations or agreements made by 1st Light Energy Inc., its agents, representative or employees, or anyone else. Except as set forth in this Agreement, the Customer agrees there are other oral or written representations of inducements, expressed or implied, any way conditioning this Agreement, and the Customer expressly disclaims their existence.” By signing the contract does not mean that 1St Light Energy can install whatever way they want. Neither contract nor design sent by them specify that conduit has to be outside of the wall. In this case any customer will go with what they have been told and promised by them. After talking to several other similar solar companies and looking around my neighborhood I found that installing conduit inside wall is a standard practice which was also accepted by their employee Ms April when I made this request.Secondly they mentioned “……… And installing the conduit inside the walls of his house would fall under a structural change and nowhere on the agreement does it specify or is it noted the manner in which Mr. [redacted] desires for the conduit to be installed…...”Installing conduit inside dry wall should not result any structural change. Any I will pay all the cost of structural changes if any but 1St Light should pay other cost like dry wall changes etc. Besides as I mentioned before contract/design does not mention that conduit will be installed from outside.Third they mentioned that I am breaching the contract and I want to be very clear that I am not breaching the contract at all and still want to install solar system but it has to be as per our contract and commitment given by 1St Light Energy.Like I mentioned in my previous email that 1St Light energy delayed this installation since July 2014 despite of several follow up and via email and phone. I had attached some the emails in my previous reply and unprofessional act by them.Thank you[redacted]

Business

Response:

Company states: We have reached out to the consumer to work out a time to work on what is written in the contract. We will not do anything outside of the contract. If the consumer does not agree with it we will cancel the job and then the down payment will be kept per our agreement.

Consumer

Response:

I am rejecting this response because:No one reached out to me yet. Last time I called them to talk about installation in the last wek of December. Since then no body contacted me.I agree that we need to go with contract and I already stated I will be ready to pay any structural related changes if any to bring conduit inside wall but rest of expenses as I stated in my last response should be bear by company.Thanks[redacted]

Review: When we inquired about installing solar panels on our roof [redacted] told us our payment would only be $109.43 per month for 12 years. I am actually paying $112.93 per month instead of what the contract says. Our cost was supposed to 13,227 total because we would get a rebate from [redacted] and a federal tax credit of $5,668.80. I told him I was out of work and my husband is on disability and we cannot afford to pay more than our current electricity bill. He was very cheerful and said we would only pay $109.43 per month. [redacted] said as long as we are claiming taxes, well receive back $5,688.80. I told him I was out of work and my husband is on disability and we cannot afford to pay more than our current electricity bill. He was very cheerful and said we would only pay $109.43 per month. [redacted] said as long as we are claiming taxes, well receive back $5,668.80 assured. He said nothing about if we don't pay taxes we wouldn't get the credit. I feel he took advantage of us, especially since we don't speak English very well. We would appreciate your attention on to this matter because the installation payment of 5,668.80 is due in may and is accumulating interest which we are unable to pay. Right now is at $6,613.10. Thank you and I hope you can help me with this issue. Desired Settlement: The amount of the tax credit, $6803

Business

Response:

The customers complaints are all items outside of the terms of the signed agreement which we have responded to previously. Our agreement does not list or promise any monthly payment rates so unfortunately at this time we don't have any further response or comments since we have made multiple replies to this customers claims and at this time we don't see any new complaints in the customer's response that we haven't already responded to. We have nothing further to add then what has already been stated previously. Thank you,

Consumer

Response:

Consumer states: The company has not addressed my issues about the salesman saying that my $5,668.80 would be returned back to me. I do not see this applied to my account. I was told that their was a fix rate and but I am paying interest. I would like to have an answer for that. I am really concerned about the amount that they say I owe.

Business

Response:

We have addressed these questions in quite a bit of detail in previous responses so this response will be brief and if you would like a more detailed response please read previous responses. The agreement that both parties signed advises the customer to seek professional tax advise about qualifying for the Income Tax Credit. It is impossible for our company to know that personal tax situation of every customer. To address the second statement,the loans are 2 fold. A same as cash loan and a term loan. the term loan has a locked in interest rate of 2.99% for 12 years. The Same as cash loan is designed to be paid off within the period of one year. the interest for the 1st year is 0%. If the customer fails to pay that loan off with in one year the interest rate increases to a higher rate. All these terms and conditions are and were in writing in the agreement the customer signed with us and in the paperwork provided to the customer by greensky the loan company long before the system was installed. THank you

Review: My solar system got installed in May and after few weeks when Permission to Operated was received, some guy from 1st Light Energy, Inc. came and started my system and told me my system is up and running. But in June I got a bill from [redacted] for $84 and Bill in July $424, I contacted [redacted] on July 20th, Regarding this situation and she troubleshoot my system and told my system is up and running and transferred me to [redacted] for my [redacted] issue and [redacted] troubleshoot my system again and told me there is some issue so I have to reset my system and I did that and my system is up and Running now, I hope so.It took them a whole month to solve this issue. But this month I got another [redacted] bill of $384 and when I contacted [redacted] she told me that "Unfortunately we wont be able to compensate you for any bills at this point. I believe our service dept has helped you with your issue and everything should be up and running now." So they never sent anyone to check if my system is running or not, always tried to do everything over phone. I am not a Electrician and I dont know how these electric solar system works, so I can just look at system if its working or not.Desired Settlement: I want 1st Light Energy, Inc. to refund me for my [redacted] bill or Cancel my contract and take off their solar panels. I can't afford to pay two different bills. One for [redacted] every month and one for solar lease, 1st Light Energy, Inc. have worst customer service ever.

Business

Response:

1st Light Energy responded to the initial complaint on 9/8/2015 with details below. Didn't have prompt to leave a response from 9/28/2015 notification1st Light Energy was reported the customer has Permit To Operate, the customers Account Manager made numerous attempts to contact customer with no response. The customer notified 1st Light Energy of his high bills. 1st Light Energy requested a copy and received them. Under review of these documents it was apparent that the PV system was not turned on. 1st Light Energy walked customer through turning on his system over the phone. It is the most quickest method to verify that a system is functioning accordingly. Customer filed a Revdex.com complaint the same day he notified 1st Light Energy. Customers energy usage has gone up since the solar was installed and was wanting 1st Light Energy to pay for his utility bill. Most solar system do not compensate for usage in the summer time due to extra usage from pool pumps and air condition units. 1st Light Energy would compensate if there was an issue due to the workmanship warranty or an untimely manner in which the customer received PTO. 1st Light Energy is not reimbursing customer or removing the system.

Business

Response:

I have responded each time there has been a response needed. I cannot explain why the last one was not received. Below is a synopsis of the events leading up to Mr. Jaswant Singh sending the Revdex.com his concern. [redacted] system was installed in April of this year. A utility representative went out just before we got PTO; Permission to Operate on 5/5, to install the new meter. We believe [redacted] thought this was a 1st Light representative turning on the system. Our policy is to contact the customer by email when PTO is received and let them know they can turn on their system and to ask them to contact us if they need help. We supply a TOP; Turn Over Packet to thecustomer with simple instructions and copies of all his documentation from the project. His assigned Account Manager,[redacted] also called him to check and left a detailed message to call us if he needed any help. He never called back. We have a record of all email and phone logs for every communication done on behalf of this customer. He waited over three months to finally contact us, after receiving larger than expected utility bills. I have also attached, previously his June utility bill which reflects an increase in his usage from last year to this year. This will account for much of his increased cost, over and above the months that he thought his system was on and his billswere based solely on his usage. When this came to our attention by the customer, we acted immediately to help when wefound he did not turn on his system. Instruction was given and after his system was on and working properly,he then wanted us to pay the bills for the time he did not turn it on. We are under no obligation to monitor his system. Wehave since gone to this customer’s house and inspected his whole system, which is functioning properly, and installed a [redacted], monitoring device, at no cost to the customer, as a good faith gesture. We feel we are not responsible for making sure the customer followed up and turned on his system if he never responded to the email alert and an account manager message. We hope this no charge monitoring device will give the customer piece of mind for the future as he can readily see his system’s performance. We will give outstanding customer service if the need arise.Thank you for your consideration of this matter,[redacted]

Consumer

Response:

I am rejecting this response because: The company have one of the worst customer service because this just doesn't happen with me. This happened with couple of other people in my city. They don't know their rights as a consumer and they didn't complain about this. When now I am raising my voice against this issue and against this company they are trying to provide false statements to prove their points and to get away from this issue. They installed the monitoring system at my house to shut my mouth and so I can take my case back. As I mentioned I been receiving the same amount of bills since couple of years and I showed all of that to my person who did my paperwork for the solar system. He told me that whatever system they putting is right for me according to my usage, my usage are same. But First light energy is one of the worst company. I want the resolution otherwise I will take this issue to the consumer court.

Review: I signed a contract for solar panels and during the paperwork process (before solar panels were added to my home) I changed my mind. They are charging me $1500 in cancellation fees for their time on paperwork. I think that is insane. I did not see anything about cancellation fees when I signed a contract.Desired Settlement: I do not want to pay the $1500 cancellation fee. If there is a permit charge I would pay for that but I think $1500 is excessive for paperwork and time.

Business

Response:

On early March, Mr. & Mrs. [redacted] signed a contract in the amount of $27,720 for a PV solar system. The contract contains the following paragraph:

“If You breach this Agreement, or following discovery of previously undisclosed legal encumbrances or easements on your premises, building/zoning code violations, or hidden/unforeseen physical/hazardous conditions such as the presence of mold, asbestos, lead paint, or any other conditions differing from what You represented, 1st Light Energy Inc. may immediately terminate this Agreement without further obligation to You. In either event, the Customer agrees to pay 1st Light Energy Inc. the cost of materials, labor and services already provided up to the date/time of termination, plus any other amounts allowed under applicable law.”

1st Light began the extensive process of designing a solar system and obtaining permission from the municipality and the utility to install the system. This process includes:

1. Pre-site audit to obtain all necessary information is available to the system designers.

2. Design a system with all information for installers and for the municipality to approve the permit

3. Prepare an interconnection application for the utility

5. Engage an engineer to ensure the structural integrity of the root to hold solar panels

6. Compile building and electrical permit applications

The customer breached the agreement. It is unfortunate that the customer had no idea of the extensive preliminary requirement specified by municipalities and utilities.

We realize that the customer is unhappy with the situation and would consider taking less than the $1500 to recoup some portion of the extensive costs that have been incurred by 1st Light.

Consumer

Response:

I am rejecting this response because: 1st Light Energy stated in their response, "We realize that the customer is unhappy with the situation and would consider taking less than the $1500 to recoup some portion of the extensive costs that have been incurred by 1st Light." At this time I am still waiting for [redacted] to send me an invoice of all the services provided with their fees along with the bill. He mentioned over the phone that some of the fees being charged covered things like the sales man that came out to our home and made the sale. Also, I noticed the processes listed above are numbered incorrectly. There are only 5 processes listed. I understand paying them for their time and paperwork/ planning services but I think that $1500 is way excessive. I have 3 small children and that amount of money would pay for a month's worth of groceries, diapers, and our mortgage payment. The contract stated we would be liable to pay for all services rendered but if I had known that their fees to plan and process paperwork was so expensive I would not have signed that contract. I would be willing to pay 1st Light Energy $500 in cancellation fees.

Business

Response:

Brenda [redacted] and 1st Light Energy have come to an agreement to settle for the amount of $500 offered previously by the customer.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. I have sent a cancellation payment in the amount of $500 to 1st light energy that was received by them today (4/15/14). Thank you.

Review: I have called several times to have the installation of my solar panels completed. I would told I would get a call back. It never happen.

I had solar panels installed on my roof around Aug. 6. Electrican came out the following week to connect panels to elect. service. He could not finish job, had to have roofers come back to do addition work. Elect. said he would come back Friday or next Tues. Never showed up. I have called Aug. 12,16,19,20. I was told I would be called back that afternoon, never happen. Aug. 20 I was put on hold to transfer to voice mail. Desired Settlement: I want the panels connected to my elect. service.

Business

Response:

Initial Business Response

Contact Name and Title: [redacted]

Contact Phone: XXXXXXXXXX

Contact Email: [redacted]@1stlightenergy.com

The open items were addressed and completed by August 22, 2013. The local inspection for the work that was completed by 1st Light Energy was inspected and passed on September 10, 2013. Permission to operate the system was requested to the utility company on September 13, 2013. After permission is granted by the utility company, the solar system installed at Mr. [redacted]'s residence will be turned on. We will continue to contact Mr. [redacted] as he meets the final milestones of his installation.

Review: 1st Light Energy Inc installed a solar unit at [redacted] in October of 2014. The permit was not approved for approximately for four to six weeks after. It registered on [redacted]'s grid sometime in the first two weeks in December. The unit never produced enough solar to reduce the [redacted]'s electricity bill. This means the unit was non-operational from this time until mid June, when the inverter blew up. I called 1st Light Energy and they asked me to go across the street and turn the unit off. Once the inverter was repaired, the unit was operational for the first. The July bill bill was the first time the unit was producing solar energy. The rent the house out and part of the agreement is $200 a month for solar. I owe $800 to my renter for a service that was never working. The [redacted] records can confirm the exact dates when the unit was hooked up the grid and it never was operating until the July bill. In the contract, I pay $196 a month for a total of 84 months, why would I pay money every month for a unit that never worked. I have spoken to the account manager named [redacted] and [redacted] who is the solar analyst for the last 6 weeks. The final conversation with [redacted] was that her boss was going to call me within the week, which was two weeks ago. I have called repeatedly since then and no one will return my phone calls. I reside at 628 Nancy Drive where we had an additional solar unit installed. I referred a friend to 1st and they also installed a unit on their home as well. This is three units in excess of $100,000 and they won't reimburse me for six months of $196 a month.Desired Settlement: I would like a phone call from the owner for a refund of the $800.

Business

Response:

[redacted]’s installation at [redacted] was his 3rd installation going through 1st Light Energy. His contract was signed on 7/29/2014; the system was installed on 10/6/2014 and received PTO (Permit to Operate) on 12/4/2014. The system was started on 12/5/2014 and went down 12/14/2014 tripping the AC breaker making the whole PV system shut down. We noticed his monitor was not communicating on 7/7/2015 and requested he run some diagnostics over the phone. When he turned the PV system back on the customer heard a pop sound from the inverter with an error code. 1st Light Energy immediately assessed the issue and made a site visit that day. The part was replaced and the system was back up and running with no issues. In the customers contract it stipulates the owner of the new PV system is responsible for monitoring and maintaining that doesn’t fall under the scope of the workmanship warranty. Neither did the customer nor customers renter check the PV system in the time period it was off. The customer never provided any proof in receipts or contract stipulating his renter had to pay for solar. 1st Light Energy did offer the customer 3 panel cleaning on each of his 3 homes in which we installed on as a good gesture. The service costs of these cleanings are $180 apiece. 1st Light Energy tried to compensate the customer with free service cleanings as he was in this situation. Thank you [redacted]

Consumer

Response:

I am rejecting this response because:I have requested to speak to the manager and I have not received a phone call. I have a total a three units from 1st Light Energy and I do not think the cleaning is fair. I have contacted the [redacted] and the system did not generate energy accurately for 6 months. My number is [redacted]. Please call me so that I do not get the run around from the assistant manager and now no response. [redacted] has not returned any of my phone calls.

1st light energy is very unprofessional they do not take good care of customers and make broken promises to them, they treat employees terribly and do not pay them correctly I would not recommend doing any business with this company.

Review: DO NOT USE 1ST LIGHT ENERGY!! We have had nothing but the run around for almost a full year now. I believe this is a fraudulent company! They did not follow through with any of their contract, and it has now left us cleaning up a disastrous mess with their financial companies, and a mess of contracts! It took them months to come out and do measurements, only to tell us later that the number of panels that we were told would supply our home with more than enough energy, was not even enough to supply it for the year, and that we would end up paying more to our electric company. We were then told that the price for energy increased with our electric company, and we would not get the rate we were promised, due to them not completing our paperwork on time. The turnaround rate on a response with this company is MONTHS!! We contacted them over 6 months ago to cancel our service, being as they did not hold up their end of the deal. Months later we received a call from there customer service that the owner of the company wants to make things right with us, being as the rep we worked with and fed us the bs no longer works with the company, We agreed to meet with the owner, and what a surprise, months later..STILL NOTHING!!! We want this off our credit!! Meanwhile we are still receiving statements from their financial company! We had problem after problem with this company. What a disaster! DONT DO IT!!! SAVE YOUR SANITY!!! My first sign should have been when their rep asked to use our restroom, and didnt flush the toilet, leaving the seat up!! DISRESPECTFUL!! RIP OFF COMPANY!! I just want our name cleared from this company, and the mess that came along with it!Desired Settlement: I want our name cleared from this company. for the company to settle this with their 3rd party financial company and to waive all their cancellations fees so it is not on our credit. we won't be paying it anyways

Business

Response:

To Whom It May Concern, We thank this customer for their time they took to bring further attention to this matter. We understand and agree that this process has not been a traditional solar installation process both for the customer and ourselves, but while we respect the customer’s opinion we strongly disagree with the customer's criticism of our company. Although our company is not perfect, there are and were many outside factors that brought to pass the chain of events that lead to a delayed and a different solar process than the normal traditional process. The biggest factor that changed the dynamics of this customer's deal was the changes implemented by [redacted] the utility company. [redacted] implemented a number of new solar policies that directly affected potential solar customers. Without any indication or warning from [redacted] beforehand, these changes were made outside our sphere of control and influence after the customer had already signed our initial agreement. Without proper notice we were not able to file the necessary paperwork to avoid the effects of the new [redacted] policies. At that time we were doing everything in our power to negotiate with [redacted] in the customer’s behalf so these changes being implemented would not greatly impact the customer’s decision to go solar. During that time 1st light did not know what the results of our efforts would be so we were not able to communicate final results on the fluid situation. After weeks of back and forth between [redacted] and our company, [redacted] was not willing to grant any exceptions or allowances that would allow the customer to move forward without any impact. We reached out to the customer to gather further information on their electricity usage to try to better show them how these changes would directly affect them. After that we did offer the customer to meet with the owner of our company, but there were scheduling issues and they were never able to meet up. We have meet and exceeded the expectations of thousands of customers and wish the experience could have been the same with this customer. That being said it is obvious the customer's expectations have not been meet even though contractually we can and are willing to fulfill the original agreement signed by the customer and provide the sold system size for the agreed upon amount, but because of the changes made by [redacted] will directly affect the customer we will cancel this customers agreement and refund any associated loan amounts for them. We are committed to our customers and their experience they have working with our company and regret the experience this customer had with our company and hope that any inconvenience or stress that customer experienced is not long lasting. We hope that these actions will resolve this situation to the customer’s satisfaction. Thank you,