California State Construction and Plumbing

I really don't understand why we have to refund the customer back his moneyWe had to pay for our men and gas to go out there multiple times to fix the problem that apparently the customer was unsatisfied withWe normally charge everyone that is not under warranty $to just come out and if we do any work we waive the fee and charge them for what we doBut since this customer was unsatisfied with our work here is a copy of the check that either he can come and pick up from our office or we can mail it out and hopefully it doesn't get lost again

Complaint: [redacted] I am rejecting this response because:I appreciate your responseHowever, that is not entirely trueI have had your employees tell me that my packet was ready to be sent in and would be to [redacted] by the end of the weekYet two weeks later when I call to follow up I find that my file is not done and not ready to be sent to ***Which makes me wonder how often this happensIf I had not been as persistent in my attempts to find out what was going on my file might yet still be sitting thereFinally your office sent someone out to take a picture of the installation (again) [redacted] finally has my paperwork (again, this is the 5th? time that paperwork has been submitted)In short, your company has shown poor customer service, poor communication and outright lying to customersI feel that even with ***s "problems" this could have been handled in a much more professional, efficient and expedited mannerI unfortunately regret using your companies services Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:The reason for the months delay was because of the rain during that time we didn't know what to attribute the damage to at the timeSecond we only concluded what happened after we had our roof inspected by third partyThird, business still didn't address the rude improper treatment of my wife from their employee Sincerely, [redacted] ***

Complaint: [redacted] ; We are rejecting this response because Solar Install for both homes are not completedWe received some documents yesterday from Mike (see attachment)Ewa Beach requires a Homeowners Association Inspection and attached Ewa Beach building + electrical inspection was completed on & October....how can that be when the Solar panel install for Ewa Beach occurred on Nov (investigation pending)We are working with [redacted] to pull back our final 50% loan disbursement for both homes until Solar Installs are complete - waiting on Mike N***/Poncho Solar Owner to provide written approval to do thatWe did NOT receive our "full" 10% good faith deposit for both homes + revised solar panel warrantyThe loan process with [redacted] was our oversight but to take/receive "FULL" payment from both our [redacted] loan for a job that is NOT completed is theftOur Ewa Beach Poncho bill, contract, initial deposit is provided in attachmentMike needs to show proof that our loan amount in our Contract is wrong + we ack'd Solar process is long but you do not accept full payment for both loans on Nov when your initial start date for Ewa Beach was Nov and Dec - should have been honest with the [redacted] and not acceptWe lost out on months of interest fee on both our loans due to his dishonestyOur solar install for both homes will be complete when, and only when Ewa Beach passes Homeowner Assn Inspection + Mountain View solar tis complete to include our full 10% deposit and revised warranty for solar panels Mahalo, [redacted] and [redacted]

First, and foremost, ***'s process has changed multiple times in the past year Their forms keep changing along with their requirements Every solar contractor on the island is having problems complying with their new processes I keep records of the day we send each customer's paperwork in I will say [redacted] receives 98% of the mail that we send them, but I have also seen them receive some of the mail in a package, and somehow lost other paperwork that was mailed in the same package.I am sorry, but all these changes are very difficult to keep up with We barely have learned a new process, and then they go change the forms again We are certainly not responsible for anybody's electricity bill We are trying to help you by installing a system, and we are doing all we can to make it [redacted] compliant Do not worry, we have never left anybody hanging out to dry I personally have systems on Big Island that I'm going on one year to get them [redacted] compliant [redacted] likes to blame the contractors, but try to do this paperwork on your own and see where you get I have several contractor friends who install their own systems, and pay us to do the paperwork because after they have spent days trying to get it correct, they realize their time is more valuable.Probably not what you want to hear, but please let me know your name so that we can at least give you a call You are not being forgotten

We do apologies for all the inconvenienceWe tried our best to do the re-installment with the crews that we had but she didn't like the crewThe day that we did send out a different crew she sent them awayBy the time we were going to go back out we received a call stating that she was going to use another company for the re-installmentWe are willing to charge her for half of the bill which will be $

I think Mrs***' complaint has more to do with *** *** *** than with Poncho's Solar. She has been provided her building permit multiple times. Her 10% deposit was returned to her weeks ago. She and the loan officer she was working with were unfamiliar with the
process. The loan was funded way too early, they provided the wrong amount. Mrs*** provided a copy of her contract that didn't show the 10% deposit on it. I do not understand why she provided this copy to the ***.The entire *** net metering process takes many months and this has been explained to her multiple times. Getting a solar photovoltaic system installed on your roof is a several month long process between the utility company, the city and county, and the installation. Despite the amount of time it takes, we have 1000's of satisfied customers

These are the electrical drawings, architectural drawings, and passed electrical and building inspections for the Big Island home I sent these to her before Feb11th, and then again on the 11th.We have no control over *** When the City and County passes the inspections, they forward them to *** *** has received them As I waste my time writing this to you, ***' meter could already be changed This lady was given a very cheap deal The only reason I accepted it, was to help out the salesperson who helped her She paid much less than anyone else I've had on the books for over a year now She should not be signing contracts with the bank or ourselves without understanding the processes She clearly does not understand anything she signed.Same thing for Ewa beach home Everything is closed Again we have no control over *** They know they need to change the meter These docs were sent twice to her also That's everything you asked for That is everything we can do from our end Considering you have proof of everything here, and that I sent these docs to her prior to her complaint, I really do not believe that her complaint is valid and should not be posted.And I will repeat that she never requested any of this documentation from our secretaries prior to her complaint This documentation is normally, 99% of the time, never sent to the customer

On 10/24 we received a call from [redacted] and we scheduled one of our men to go there that day to fix the problem. I'm guessing our men weren't able to do the work that day. Today, 10/26 [redacted] called us and we scheduled to come on Saturday 10/28 to do the work. We are trying our best to work with...

them to resolve the problem.

Complaint: [redacted]
I am rejecting this response because: it is fine and dandy to say our warranty only last this long and ends at this time, but when a customer tells you your product is causing a leak and your only response is well what took you so long to contact us is a bad business practice. Also water damage doesn't occur overnight so to say I should have spotted immediately is ridiculous. 
Sincerely,
[redacted]

One, business doesn't understand timing. Water damage did not occur over night. It started after the maintenance. Second, I didn't know where it was coming from until after I had my roof inspected by a third party.Third, business completely ignored the complaint about the rude and improper treatment of my wife who is the customer in this case as well.

Complaint: [redacted]
I am rejecting this response because:I appreciate your response. However, that is not entirely true. I have had your employees tell me that my packet was ready to be sent in and would be to [redacted] by the end of the week. Yet two weeks later when I call to follow up I find that my file is not done and not ready to be sent to [redacted]. Which makes me wonder how often this happens. If I had not been as persistent in my attempts to find out what was going on my file might yet still be sitting there. Finally your office sent someone out to take a picture of the installation (again). [redacted] finally has my paperwork (again, this is the 5th? time that paperwork has been submitted). In short, your company has shown poor customer service, poor communication and outright lying to customers. I feel that even with [redacted]s "problems" this could have been handled in a much more professional, efficient and expedited manner. I unfortunately regret using your companies services.
Sincerely,
[redacted]

At first the customer called Andre who is the former owner of Giant Solar that sold the system to the customer. Andre then brought a Poncho's Solar worker with him to repair the leak. The customer then called and said that it was still leaking so they went back out to repair it. In total we may had...

about 2 hours of work there and it wasn't even our job to start off it was Giant Solar's. Andre told us to bill the customer so we did, but we will give the customer back the refund and bill Giant Solar who is no longer in business.

The way we had installed our panels back in 2008 is the way we had always installed them for that type of roof but our warranty for workmanship had ended in 2013. I would understand if the leak was caused from us missing a beam then of course we would be at fault but in this case it's not. We do understand that the rain was an issue during that time but waiting 6 months before calling us is quite disturbing. Why didn't you call once you noticed the leak instead of waiting for a 2nd opinion from another solar company? I'm not sure if the crew was having a bad day or what and that's their reason for speaking to your wife the way that they did, but yes it is unacceptable and I do apologize for the crews attitude towards your wife.

Complaint: [redacted]
I am rejecting this response because:I am not accepting your apology because you are displaying a total lack of accountability.  Your employees NEVER showed a desire to do their best from beginning to end, so making it sound like it is MY fault for sending your workers away after you had " done your best" to get them there, is a total lie.  I'm wondering if you even bothered to read my complaint from beginning to end.  I sent your workers away the first time because it is totally unprofessional to show up at a customer's house without first making an appointment, and especially after no one bothered to return my calls for days.  And it is also  unprofessional to send me a worker that I have repeatedly and expressly said that I don't want them on my property again, because they dropped my solar panel.  I sent them away because your employees are NOT doing their job.   If your workers made an appointment with me, and were courteous and professional while they were here, then I wouldn't have a complaint.  However, none of this happened !  I am offended that you are implying that your workers did nothing wrong and that I sent them away for no reason.  I have described the events exactly how they happened and I am not a person that exaggerates. You sound like you either have no idea how rude and unprofessional your employees are , or you are in denial. I think  your suggestion for me to pay half is not fair, because you did not do half the work. I am not willing to pay more than $150. $175 at the most. No one should have to go through this much trouble.    
Sincerely,
[redacted]

First, and foremost, [redacted]'s process has changed multiple times in the past year.  Their forms keep changing along with their requirements.  Every solar contractor on the island is having problems complying with their new processes.  I keep records of the day we send each customer's...

paperwork in.  I will say [redacted] receives 98% of the mail that we send them, but I have also seen them receive some of the mail in a package, and somehow lost other paperwork that was mailed in the same package.I am sorry, but all these changes are very difficult to keep up with.  We barely have learned a new process, and then they go change the forms again.  We are certainly not responsible for anybody's electricity bill.  We are trying to help you by installing a system, and we are doing all we can to make it [redacted] compliant.  Do not worry, we have never left anybody hanging out to dry.  I personally have 2 systems on Big Island that I'm going on one year to get them [redacted] compliant.  [redacted] likes to blame the contractors, but try to do this paperwork on your own and see where you get.  I have several contractor friends who install their own systems, and pay us to do the paperwork because after they have spent days trying to get it correct, they realize their time is more valuable.Probably not what you want to hear, but please let me know your name so that we can at least give you a call.  You are not being forgotten.

Mr [redacted],I feel your pain identically.  I have 2 homes on Big Island that had [redacted] inverters installed last October.  These inverters were on [redacted]'s approval list in 2015.  Then they came off the list on Jan. 1st until [redacted] updated their software which was done in...

March.  Now they are back on the list.  By the time the City inspections were completed with both of the installations, [redacted] would not accept the validation packets that we had sent them after the installations.  Once the inverters got back on their list, we had to go back out and take new screenshots showing the new software.  Additionally, since October, [redacted] has changed the forms for their validation packets 3 times.  This requires a new process for our secretaries to learn each time they change it.  It is well known news on TV and in print media that [redacted] has been changing their Net Metering process and system entirely much to the detriment of solar companies.  When you call them, their operator can look at notes.  All they tell you is that the contractor didn't send it in if their system doesn't show acceptance.  So anytime it's not accepted yet, they just tell you the contractor hasn't sent it in.  Truth is so much has been changing, we have to resend it and resend it until the form is just the way they want it.Anyway, we were sending the electricians to your house the day you posted your complaint.  Everything has been submitted again, and with any luck, you will be approved by [redacted].  Even though, I am running the PV side of this business, I still cannot get my own Net Meters.  There is so much that we do not have control over.  Technically, you paid us for an operational system.  We are trying very hard to get it accepted by the utility company.  It will happen.

We do apologies for all the inconvenience. We tried our best to do the re-installment with the crews that we had but she didn't like the crew. The day that we did send out a different crew she sent them away. By the time we were going to go back out we received a call stating that she was going...

to use another company for the re-installment. We are willing to charge her for half of the bill which will be $261.78.

Complaint: [redacted]
I am rejecting this response because:The reason for the 6 months delay was because of the rain during that time we didn't know what to attribute the damage to at the time. Second we only concluded what happened after we had our roof inspected by third party. Third, business still didn't address the rude improper treatment of my wife from their employee.
Sincerely,
[redacted]

We installed the system on January 5, 2008 for the previous owner of the home. We had provided the previous owner with warranties for the system which were a 6 year manufacturer's warranty on the tank, 10 year manufacturer's warranty on the panels and a 5 year warranty on all parts and labor. With...

the warranties provided the system is technically covered under Poncho's until January 5, 2013. On April 14, 2017 the customer hired us to do the preventative maintenance service on the existing system which entailed changing the anode rod, flushing out the heater and changing the pressure relief on the tank and the panels. None of the work we did that day had anything to do with the mounting system and penetrations of the system. Customer is stating that after we did the work that's when they started to notice the water damage. My question is if they noticed it then, why wait almost 6 months to report it to us. I know if it were my home and I noticed these problems after the company came out and did some work, I would have called them back then to fix the problem not wait almost 6 months to do so.