This was also faxed to the Revdex.com # [redacted] on 5/3/ I have left multiple messages to schedule a conference call with the client The client receivedeverythingthey requested and unsure why the complaint was initiated This can be confirmed by the financier as well See attached response faxed 5/3/17:Please accept this letter as written response to the above-mentioned claimNew Sun Energies worked diligently with [redacted] Financing to move her solar financing to the loan terms she requested, which was completed and confirmed to the client on 3/21/This solar project was completed and generating power as of 12/23/No financing was procured or payments for the installation were made until 6/13/We helped her obtain financing through [redacted] , which she was explained the financing terms and she requested the lower monthly payment option of the higher interest rate of 5.99% for a 20-year loanThen, on 9/21/16, she called back upset stating she wanted the same type of loan that the referral client (her neighbor) she provided, which was the larger monthly payment but had the lower rate of 2.99% and shorter loan of yearsI then attempted to work with [redacted] to see if they could reverse the loan and provide the terms she requestedAfter months of escalating the request to multiple managers with [redacted] , I was finally successful to convert the loan internally with [redacted] New Sun Energies even paid an additional dealer finance fee to accommodate [redacted] ***We kindly request that this complaint be closed and withdrawn since it is an unwarranted claim and truly believe it is a mere misunderstanding of her current financingI will also contact the client to request that she withdraws the complaint once I can explain everything to her againPlease advise how to proceed andwe thank you for allowing us to resolve this issue
Official Response: [redacted] We are glad to hear that your bills were low the first months of install ($20-40), as that seems like they were working fine during that timeWe apologize for the frustration you experienced, but unfortunately, the sales rep you were contacting does not work with us no more and therefore your calls and emails were not getting to usNow that we are aware of an issue, we will be sending a tech immediately to figure out a resolve and make you a happy customer againWe will review the previous months and are currently in contact with *** to get everything corrected and satisfiedThank you and please always be sure to CALL [redacted] (corporate line) for any help you need.Best Regards,Marketing Department [redacted] [redacted]
7/3/Revdex.com EMissouri Ave Phoenix, AZ Attn: Revdex.com Conciliation & Engagement Specialist RE: Complaint ID # [redacted] Please accept this letter as written response to the above-mentioned claim We have installed per city an engineering plans which are attached We have not abandoned the project as the municipality has asked an adjustment in the final inspection to green tag for approved and have sent them requires updates calculations as requested to the City of Bullhead as of 6/29/ We are waiting for an approval or call back We made no penetrations to the roof per the client’s request We installed the roof mounted system per industry standards, according to roofs similar to this client’s home The block casings are standard for homes with no raftersMany examples can be provided if needed or researched on the web to confirm that block casings are used in this method If there was an issue with the block casings, the local municipality would have rejected that portion of the installation Again, we installed the system designed by a 3rd party structural engineering firm and design firm, which was approved by the municipality We kindly request that this complaint be closed and withdrawn since it is an unwarranted claim and truly believe it is a mere misunderstanding I will also contact the client and continue to work towards a solution Please advise how to proceed and we thank you for allowing us to resolve this issueRegards, Celeste D [redacted] Customer Service Manager
1.) This solar project has been installed and passed inspection since 3129/(Exhibit 1)We have provided reimbursements for financing payments that have been sent to us by the client with check # [redacted] in the amount of$91J (Exhibit 2.) This is for January's and February's monthly payment We are willing to continue reimblJrsement for payments made until we pass the commissioning stage and the system is producing energy which is delayed with the utility company *** However, we need these statements sent to me via email at [redacted] so that I can request a reimbursement check2.) [redacted] has required that we resubmit new drawings/plans of the project reflecting main changes to approve the commissioning (and set the solar meter) at the client's property We have submitted these changes to our Engineering subcontractor and will have these revised plans completed by tomorrow morning, 5123/We will submit the revised drawings/plans and request an expedited commissioning date from ***.3,) A message was left today to update the client and we have been in constant.communication with the client since she initiated a customer service inquiry with our firm on 4/ She has seemed satisfied with the installation and, from our communication, understands the next steps involved to have the system commissioned,4.) Lastly, we were attempting to offer better financing terms and since weare no longer utilizing the current lender she 1s with, Greensky, we reran her credit (with her permission) to see If she qualified, She did qualify, however she opted to stay with Greensky Financing and approved final payment to us with written and verbal confirmation made to !he financier that our work is completed (Exhibit 3.) Please understand that once green tag (passed city inspection) the solar project is considered completed The utility companies can always come backafter the inspection passes and demand additional items to change once a field inspector goes to the client'shome to review the install This scenario can happen even after the utility companies approve the plans/designsthat are submitted to them for approval to proceed with initial installation We have no control over the length of time or demands/changes that may be initiated once the utility field inspection is completed to turn on the solar system with the utility companyWe kindly request that this complaint be closed and withdrawn since it is an unwarranted claim and truly believe it is a mere misunderstanding I will also contact the client to request that she withdraws the cornplaint once I can explain everything to her again Please advise how to proceed and we thank you for allowing us to resolve this issue.Regards,Celeste D***Customer Service Manager
To Whom It May Concern; Please accept this letter as written response that the above mentioned complaint has been resolved and satisfied by both parties involved We have mutually released liability from both parties and no further action will proceed regarding the cancellation of the solar contract Please note that no funds were exchanged or collected, no negative reporting, and no liens rights have or will be enforced Also, the homeowner has agreed to withdraw any and all complaints associated with the solar contract cancellation On this project the following milestones were completed: · Paid - A technical site evaluation, · Paid - designed solar system,· Paid- Applied and procured permitting · Material ordered for install Nonetheless, we have allowed the customer to withdraw as our customer experience is paramount to New Sun Energies Please see the attached, executed mutual release agreement and additional backup of work completed Should you have any questions please feel free to contact us directly Regards, Isaac D***Project Manager
With all due respect, I have tried to contact multiple people for their company, not just the salesman that does not work for them anymore I have tried on email and phone messages to their company with no response from them Just look at how long it took this company to respond back to the Revdex.com about this complaint A company rep called me yesterday (Sep @ 1224hrs AZT) Unfortunately I was in a meeting and the company rep told me that she would send me a text with a contact number to call after 1500hrs AZT I called back using the phone number provided by this company [redacted] at 1657hrs AZT, no answer so I left a message again It is now Sep 2017, 1325hrs AZT, and still no call back
Access to my property was delayed day and day onlyI have recordings of our conversations proving thisTo say anything else is an outright lieThere were several holidays between May and today January 4, Other solar companies seam to be able to complete the installation for their customers in as little as daysThe person lives less than a half mile from me, has the same electric company, electrical sub station, transformer and inspectorsIt has been days and counting for mePer the last of many sub contractor informed me that the breaker box that was installed, was installed in the wrong place in the electrical lineThe net metering meter can is the wrong one and requires replacementThe tags and labkes were wrong(He has started replacing them) and the wiring is wrongIn addition to all of that my house side wall is damagedIt will take more than hour to correctI am tired of the liesThe last one was January 2, Please feel free to contact me to listen to and watch the recordings
We are glad [redacted] that your project has been completed and that everything is operating as it should be regarding your solar systemPlease be sure to call 1-888-224-0805, the correct phone numberWe honor first and foremost what is on the contract, and there is nothing on the contract regarding the TV as a promotional itemWe have a signed Docu-sign contract that is in our database with no TV outlined, as shown in the attachment includedHopefully this clarifies the matter and we appreciate the opportunity to present our sideThank you
Please Note: [redacted] LLC DBA New Sun Energies has no contracts in Texas and is only a licensed, insured, and bonded contractor in Arizona This is not a client of ours We kindly request you close the complaint since it is invalid Should you need any additional items please advise
This was also faxed to the Revdex.com # [redacted] on 5/3/ I have left multiple messages to schedule a conference call with the client The client receivedeverythingthey requested and unsure why the complaint was initiated This can be confirmed by the financier as well See attached response faxed 5/3/17:Please accept this letter as written response to the above-mentioned claimNew Sun Energies worked diligently with [redacted] Financing to move her solar financing to the loan terms she requested, which was completed and confirmed to the client on 3/21/This solar project was completed and generating power as of 12/23/No financing was procured or payments for the installation were made until 6/13/We helped her obtain financing through [redacted] , which she was explained the financing terms and she requested the lower monthly payment option of the higher interest rate of 5.99% for a 20-year loanThen, on 9/21/16, she called back upset stating she wanted the same type of loan that the referral client (her neighbor) she provided, which was the larger monthly payment but had the lower rate of 2.99% and shorter loan of yearsI then attempted to work with [redacted] to see if they could reverse the loan and provide the terms she requestedAfter months of escalating the request to multiple managers with [redacted] , I was finally successful to convert the loan internally with [redacted] New Sun Energies even paid an additional dealer finance fee to accommodate [redacted] ***We kindly request that this complaint be closed and withdrawn since it is an unwarranted claim and truly believe it is a mere misunderstanding of her current financingI will also contact the client to request that she withdraws the complaint once I can explain everything to her againPlease advise how to proceed andwe thank you for allowing us to resolve this issue
Official Response: [redacted] We are glad to hear that your bills were low the first months of install ($20-40), as that seems like they were working fine during that timeWe apologize for the frustration you experienced, but unfortunately, the sales rep you were contacting does not work with us no more and therefore your calls and emails were not getting to usNow that we are aware of an issue, we will be sending a tech immediately to figure out a resolve and make you a happy customer againWe will review the previous months and are currently in contact with *** to get everything corrected and satisfiedThank you and please always be sure to CALL [redacted] (corporate line) for any help you need.Best Regards,Marketing Department [redacted] [redacted]
7/3/Revdex.com EMissouri Ave Phoenix, AZ Attn: Revdex.com Conciliation & Engagement Specialist RE: Complaint ID # [redacted] Please accept this letter as written response to the above-mentioned claim We have installed per city an engineering plans which are attached We have not abandoned the project as the municipality has asked an adjustment in the final inspection to green tag for approved and have sent them requires updates calculations as requested to the City of Bullhead as of 6/29/ We are waiting for an approval or call back We made no penetrations to the roof per the client’s request We installed the roof mounted system per industry standards, according to roofs similar to this client’s home The block casings are standard for homes with no raftersMany examples can be provided if needed or researched on the web to confirm that block casings are used in this method If there was an issue with the block casings, the local municipality would have rejected that portion of the installation Again, we installed the system designed by a 3rd party structural engineering firm and design firm, which was approved by the municipality We kindly request that this complaint be closed and withdrawn since it is an unwarranted claim and truly believe it is a mere misunderstanding I will also contact the client and continue to work towards a solution Please advise how to proceed and we thank you for allowing us to resolve this issueRegards, Celeste D [redacted] Customer Service Manager
1.) This solar project has been installed and passed inspection since 3129/(Exhibit 1)We have provided reimbursements for financing payments that have been sent to us by the client with check # [redacted] in the amount of$91J (Exhibit 2.) This is for January's and February's monthly payment We are willing to continue reimblJrsement for payments made until we pass the commissioning stage and the system is producing energy which is delayed with the utility company *** However, we need these statements sent to me via email at [redacted] so that I can request a reimbursement check2.) [redacted] has required that we resubmit new drawings/plans of the project reflecting main changes to approve the commissioning (and set the solar meter) at the client's property We have submitted these changes to our Engineering subcontractor and will have these revised plans completed by tomorrow morning, 5123/We will submit the revised drawings/plans and request an expedited commissioning date from ***.3,) A message was left today to update the client and we have been in constant.communication with the client since she initiated a customer service inquiry with our firm on 4/ She has seemed satisfied with the installation and, from our communication, understands the next steps involved to have the system commissioned,4.) Lastly, we were attempting to offer better financing terms and since weare no longer utilizing the current lender she 1s with, Greensky, we reran her credit (with her permission) to see If she qualified, She did qualify, however she opted to stay with Greensky Financing and approved final payment to us with written and verbal confirmation made to !he financier that our work is completed (Exhibit 3.) Please understand that once green tag (passed city inspection) the solar project is considered completed The utility companies can always come backafter the inspection passes and demand additional items to change once a field inspector goes to the client'shome to review the install This scenario can happen even after the utility companies approve the plans/designsthat are submitted to them for approval to proceed with initial installation We have no control over the length of time or demands/changes that may be initiated once the utility field inspection is completed to turn on the solar system with the utility companyWe kindly request that this complaint be closed and withdrawn since it is an unwarranted claim and truly believe it is a mere misunderstanding I will also contact the client to request that she withdraws the cornplaint once I can explain everything to her again Please advise how to proceed and we thank you for allowing us to resolve this issue.Regards,Celeste D***Customer Service Manager
To Whom It May Concern; Please accept this letter as written response that the above mentioned complaint has been resolved and satisfied by both parties involved We have mutually released liability from both parties and no further action will proceed regarding the cancellation of the solar contract Please note that no funds were exchanged or collected, no negative reporting, and no liens rights have or will be enforced Also, the homeowner has agreed to withdraw any and all complaints associated with the solar contract cancellation On this project the following milestones were completed: · Paid - A technical site evaluation, · Paid - designed solar system,· Paid- Applied and procured permitting · Material ordered for install Nonetheless, we have allowed the customer to withdraw as our customer experience is paramount to New Sun Energies Please see the attached, executed mutual release agreement and additional backup of work completed Should you have any questions please feel free to contact us directly Regards, Isaac D***Project Manager
With all due respect, I have tried to contact multiple people for their company, not just the salesman that does not work for them anymore I have tried on email and phone messages to their company with no response from them Just look at how long it took this company to respond back to the Revdex.com about this complaint A company rep called me yesterday (Sep @ 1224hrs AZT) Unfortunately I was in a meeting and the company rep told me that she would send me a text with a contact number to call after 1500hrs AZT I called back using the phone number provided by this company [redacted] at 1657hrs AZT, no answer so I left a message again It is now Sep 2017, 1325hrs AZT, and still no call back
Access to my property was delayed day and day onlyI have recordings of our conversations proving thisTo say anything else is an outright lieThere were several holidays between May and today January 4, Other solar companies seam to be able to complete the installation for their customers in as little as daysThe person lives less than a half mile from me, has the same electric company, electrical sub station, transformer and inspectorsIt has been days and counting for mePer the last of many sub contractor informed me that the breaker box that was installed, was installed in the wrong place in the electrical lineThe net metering meter can is the wrong one and requires replacementThe tags and labkes were wrong(He has started replacing them) and the wiring is wrongIn addition to all of that my house side wall is damagedIt will take more than hour to correctI am tired of the liesThe last one was January 2, Please feel free to contact me to listen to and watch the recordings
We are glad [redacted] that your project has been completed and that everything is operating as it should be regarding your solar systemPlease be sure to call 1-888-224-0805, the correct phone numberWe honor first and foremost what is on the contract, and there is nothing on the contract regarding the TV as a promotional itemWe have a signed Docu-sign contract that is in our database with no TV outlined, as shown in the attachment includedHopefully this clarifies the matter and we appreciate the opportunity to present our sideThank you
Please Note: [redacted] LLC DBA New Sun Energies has no contracts in Texas and is only a licensed, insured, and bonded contractor in Arizona This is not a client of ours We kindly request you close the complaint since it is invalid Should you need any additional items please advise