Brightergy, LLC

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: Regards, [redacted]

Is
the product that you have concerns with still covered by a current guarantee or
warranty?
Yes, the installation is warrantied for years per Section of my contract with Brightergy. The equipment itself is warranted for 15+ years. My system became operational in April 2014.Would you provide the Revdex.com with the
questions that you would like to ask the business?A few to get started with:1) I would like to know who I should contact in the event my system encounters a problem or there is an installation issue discovered within the first years. Although I was given assurances that it was being "monitored", the system showed an alert status at one point for a week and nobody contacted me.2) My installation warranty appears to be for years, but the equipment is warrantied longer than that. Once the year installation warranty is expired, is there a different number or mechanism I should call for hardware issues? Or do I continue to work with Brightergy?3) If I call for assistance, when is the service level agreement? How much time until someone responds? What services will Brightergy arrange, and\or what am I responsible for?4) If a hardware problem develops and I must replace equipment on the roof, am I required to have Brightergy oversee/organize those repairs as to not invalidate my warrant?5) If I wish to add a generator to power my home in the event of a power outage, what changes should be made to ensure the safety of the solar array, and ensuring that the solar array and home power systems remain in compliance with KCP&L requirements.Thank you

Would you provide the Revdex.com with further insight as to the customer service that you have come across when interacting with this business?I would be happy to.Brightergy performed the installation of a $28,solar array, completed in April 2014. Since then I've had questions concerning the
functionality of the system and on-going support as the system ages, which I was assured during the sales process that I have. My first attempts were to contact the Kansas City office, which is closest to me, for direction. After little success in utilizing their "Contact Form" on the website, I attempted to make calls to the Kansas City office. Those went unreturned. My next step was to try and contact the StLouis office, which I did successfully. They were more than happy to explain that I needed to contact the Kansas City office. Another query to the Kansas City office asking if there was an appropriate support line or email address I should be using for questions/concerns. No response. I eventually went to their office in Kansas City, and stood at a locked entrance door until someone opened it to see what I wanted I was told to simply email one of the individuals in the office, as they were only a sales team and couldn't handle system support issues.I ended up dropping my questions for about a year. Then after a rash of KCP&L power outages, additional questions about the functionality of my system were raised as it was not performing as described by the salesman. I began attempting to contact Brightergy once again. I posed my question, got a response that didn't answer my question fully, and subsequent attempts to receive a response to my emailed queries have failed. My attempt to call rang, but no employee nor voicemail system picked up. I have asked, again, what the proper process is for obtaining support or information on my system. That query has again gone unanswered.My last avenue would be to show up at their place of business, but given my lack of success the one time I did, I decided to not pursue that approach. And given their website email contact preference and phone numbers, it would seem that banging on a locked door hoping someone could actually help seems inappropriate.I simply would like to be able to get responses to my questions, and know what the support mechanism is for my solar array. At this point, if my array fails, I have no confidence anyone will help, or what\who I should expect for service.*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

Thank you for your inquiry.  We sincerely apologize for any inconvenience you may have experienced.  Please see our logged response below.If any issues with your system arise, you may contact our Client Service department at ###-###-####.  If you would prefer to communicate through e-mail, you may reach the department at [redacted].  The closeout folder that we provide with every project also lists contact information if any issues should arise.  Your system is connected through [redacted], and is monitored by Brightergy.  This monitoring is dependent on a functional internet connection, and is not monitored 24/7.  This service is designed for our clients to easily view their production information, and is not intended for Brightergy to monitor your system on a daily basis.  We sincerely apologize if this was not effectively communicated for your project.  The best way to ensure that your system is functional is to personally monitor your system regularly.You are correct, your workmanship warranty is (5) years.  This is a Brightergy warranty, and covers installation services only.  As we are not involved in the manufacturing process, we cannot personally warrant any equipment used for your project.  If any equipment under the manufacturer warranty experiences an issue, you may contact the manufacturer directly to facilitate a warranty claim.  Your closeout folder includes all the warranty information for all the equipment used in your project.  We would be happy to facilitate a warranty claim to the manufacturer on your behalf, but please note that a service fee will apply to each claim.If an issue related to installation occurs with your system, you may contact Brightergy to facilitate a claim.  We will send a representative on-site to review the issue and resolve it as quickly as possible.  If the issue is not covered under the workmanship warranty, you are responsible for manufacturer warranty claims, installation costs, maintenance, etc.  Brightergy employs several certified electrical technicians, and we would be happy to provide an estimate for any maintenance work, if applicable.As the owner of the system, you are free to do whatever you wish with that system.  However, if the installation services provided by Brightergy are altered by anyone other than Brightergy, the workmanship warranty will expire.  If you would like to preserve the workmanship warranty, Brightergy must perform any removal and replacement services.  If you do not wish to continue the workmanship warranty, you are free to remove and replace any system components as you wish.Please refer to the safety guidelines and owner’s manual for either a portable or home generator.  Please contact Kansas City Power and Light to ensure all compliance regulations are met.