Complaint: ***
I am rejecting this response because:My dad, Mr*** never received certified mail as Mercury *** claims in 2012. Please have them prove it. Since purchasing the PV panels the only documents they received from Mercury *** is a copy of the Credit Sale Contract, Invoice and C&C building permit. On April 28, I spoke to ***e M***, Office Manager who forwarded what was in my parents file. The only document I received was a letter dated November 8, 2011, addressed to Homeowner, from Adam G*** Operations manager advising to complete NEM agreement and forward to their office or ***. My parents NEVER received this document. Mercury *** continues to claim that they sent NEM agreements in Jan 2016, but my parents NEVER received it. My dad called Adam and Adam said these things take time. The next time my dad called Adam was no longer working there. My dad called the sales representative who also no longer works at Mercury ***. His name is *** T*** and he as well tried contacting Mercury *** and said he'd pick up the NEM agreement and bring it to my parents for their signature. *** also explained that as the sales person he was never once asked to secure my parents signature on the NEM Agreement. (When I had my PV installed by *** *** all of this was done for me)! *** tried to help us from April and never heard from Mercury *** so I decided to take my dad to Mercury ***'s office to meet with Scott S***. Scott explained that he thinks it was because my parents had two different account numbers with *** which is what he felt caused the confusion. *** responded that this was not the case. I will forward you copied of the letter MrS*** submitted to *** and ***'s response to Mercury *** on August 9,2016. I will also forward by mail to you copies of my email correspondence with MrS*** and MsM***. In my email to MrS*** on 8/2/16, #2) If approved, my parents need to upgrade inverters to be compliant. MrS***s response: This is not a problem as these inverters should be able to have what they call "***" setting changes via the web. Your Dad would have to have internet to do this. Does he? My response: Yes, my sister who lives upstairs has internet connection. *** T*** said he was going to come out to show her how to monitor once he confirmed with your office that you were able to see their readings.
I did NOT pass on the responsibility to my sister. She returned calls to *** and if *** was not in she spoke to *** My sisters role was to assist with the internet connectivity which was NEVER done when the panels were first installed in 2012. Mercury *** finally sent someone in August to repair a box, which was when my sister was introduced to *** who communicated with her a couple times and it appeared that the box was working. However, since then my sister has never received the *** reports with displays the PV Panels. *** advised that *** was out on maternity and Adam Pwould follow up. I kept following up with *** who then said she's check with Rico. Till this day I have not heard from *** or Rico on the *** reports. Furthermore, Mercury *** NEVER communicated to me that the inverter settings were changed and submitted to ***. I have been trying to resolve this matter with Mercury *** since we received the Conditionally Approved status (Qualified Inverters Required) on August 29, 2016. I've left a message for my contact at *** to confirm that my parents system is in compliance.We were trying to be patient since we heard that *** was out on maternity and that Scott S*** was having surgery and depended on *** to follow up and get back to us. I would email her every other week and her response was always the same. She will check and get back to me.
Sincerely,
*** ***
I am not sure what the complaint is now; it seems to be more of a who is right and who is wrong debate.THE FACT IS WE HAVE ACHIEVED WHAT WAS NEEDED WITH ***A VALID NEM despite whoever screwed up INCLUDING ***.The facts I have are that Adam G*** our project manager specifically told *** *** many times to get the NEM signed not on just this project but several of ***s salesEspecially since at this time( 2011) he was new to the *** industryFurther I recently spoke with Adam G*** about the letter he sent in to the ***His statement was that this very letter to the *** (attached) was drafted by Adam G*** specifically because *** was remiss in getting the NEM doc signed at the point of sale as all other sales reps have done 1000's of timesI believe him for two reasonshe no longer works here and has no reason to say otherwiseMore importantly when you look at the copy of the letter sent to the ***, even though its a generic cover letter ( specifically for several of ***s clients); The staple marks along with the dirty printer marks match the NEM made out to *** *** attached to cover letter he placed in the folder after he sent the NEM to be signed and forwarded onto ***; this make it non-generic and really How hard is it too believe that an year old guy forgot to follow through? not really hardON top of this Adam has successfully negotiated 1000's of NEMs It was also during this older time period we began sending certifed NEMs to *** because they continually lost themthis is documented with other files in the officeSo stop claiming mercury ***; there are others involvedContractually ( contract attached) we are not obligated to even acquire NEMs However we do just like the daughter claims the "marvelous "*** *** didWe do the same thingSo who screwed up?? Im pretty sure it was not my professional processor Adam G***However *** has a past history of loosing NEMs and like wise customers regularly don't follow threw. So what exactly is the complaint?? they have a NEM and we got it for them despite all obstaclesso our reward for helping is a complaint? really ? not OK with mePROVE we did not send them this letterI believe AdamWe want the complaint removed as it has no basis in fact as they have a NEM that is curetnly being processed ( attached)There is no damage to a customer here what so everagain; what IS the complaint exactly???The NEM was sent to *** certified along with the fact that we sent a letter certified to the PUC regarding the *** long before this who is right and wrong "complaint " letter startedThe point is we have adjusted the *** settings and followed through as promisedIts ridiculousdespite all the miss communication on all points *** and *** included we have a valid NEM that has been submitted and is in the process is moving along fine with ***What exactly is the complaint ? I don't get it? See attached approved NEM This complaint is only an OPINIONnot based in any facts
I am sorry that I did not respond to your earlier emailI was off island for the week that I received your response to my complaint about Mercury Solar. I did hear back from them and though I was not pleased with their response we have decided cease dealings with each other. Thank you for helping me to get a response from them*** ***
[redacted]
[redacted]Dear Revdex.com,Complaint #[redacted]Forwarding another email with no response from Mercury [redacted]. They claim that I passed this off to my sister. [redacted] from Mercury [redacted] said she needed to speak with my sister since she lives with my parents and has internet. Adam (they would not provide his last name) also works for Mercury [redacted] and is the father of [redacted]'s baby, which is why I refrained from emailing them every week to follow up on status.Thank you,[redacted] -------- Original Message --------Subject: Re: Enphase reportsDate: 2016-09-14 14:12From: Ali Home <[email protected]>To: [redacted] Mattos <wmattos@mercury[redacted].net>Cc: [email protected], Scott Sparkman <[email protected]> Hi [redacted]e,Jasmine was supposed to call my sister (Rhonda) on Monday, Sept. 12. Rhonda called for her yesterday and was told she was out of the office and she'd leave her a message. Rhonda just called now (2:05pm, 14Sep) and was told by Brian that Jasmine is on maternity and that you'd be following up. Please advise what we are waiting for and if this is related to the email I sent Scott on Sep. 2. Warmest aloha,AliSent from my IPhoneOn Sep 2, 2016, at 1:23 PM, [redacted] Mattos <wmattos@mercury[redacted].net> wrote:Hi Ali!Got it...have a wonderful weekend!Best,[redacted]-----Original Message-----From: Ali Home [mailto:[email protected]] Sent: Friday, September 02, 2016 1:17 PMTo: [redacted] MattosCc: [redacted]; Rhonda [redacted]Subject: Enphase reportsHi [redacted]e,Please use my sister's email: [redacted][email protected] and address: 98-240Puaalii Street, Aiea 96701, Rhonda [redacted]. She lives with my parents.Thank you!Warmest aloha,AliSent from my IPhone
Dear Sirs, I would like to report that the issue with Mercury Solar has been resolved and I would like to with draw my complaint. Yours truly, [redacted]
In short, due to technical difficulties we were unable to provide him with the data that he had asked for in a timely manner. In regards to his Micro Utility business, 15 years ago the equipment in question was estimated to have a Fair Market Value (FMV) of $1,750. Unfortunately it has...
devalued much more over these 15 years and is now estimated at $300 and is actually obsolete. In comparison, new equipment of the same size, but more efficient, costs approximately $1,300. We are willing to buy it back from Mr. [redacted] by crediting the (higher) outstanding balance of the note he has with us, for the financing of that equipment, and be done with this.
Complaint: [redacted]
I am rejecting this response because:Anyone paying $30,000 to a company expects professional and complete service for the product they are selling. It took filing complaint with Revdex.com to get this company to complete [redacted] requirements, which we still do NOT have confirmation from [redacted] that what was submitted is acceptable.
Sincerely,
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
Dear Revdex.com, Re: Complaint #[redacted] The complaint filed against Mercury [redacted] has been resolved. [redacted] and Rico from Mercury [redacted] resolved our complaint. I must say it wouldn't have gotten resolved without Revdex.com's assistance. My elderly parents are relieved to have this issue resolved. Please accept this email as authorization to remove the complaint against Mercury [redacted]. Thank you, [redacted]
Mr [redacted] was sent certified mail with a net meter agreement to sign and forward to [redacted] in 2012. He never sent in the NEM or [redacted] lost this paper work. By the time the [redacted]'s took action on their NEM the inverter setting specification per [redacted] had changed. We helped the [redacted]'s persue...
getting thier NEm despite the fact they did not send in their NEM agreement as directed on time and almost/did missed the window of time required. As part of the new NEM application [redacted] required the inverters to be reset t newer settings. We never told the [redacted]'s that we would specifically change the inverters. What they were told was that we would IF WE HAD TOO. This type of inverters settings can be changed online. We have changed the inverter settings and submitted this change to [redacted]. See attached communication with [redacted]. Furthermore the daughter passed the situation on to another daughter of who did not return our phone calls. This situation was and is handled.We do not like the fact that we helped these people despite their failure to send in a NEM agreement as directed by us years ago; yet they now complain.They then when out of communication with us ( not the other way around) after we agreed to help them and now clam we did not do what we said when in fact we did. The [redacted] industry is quite tired of being [redacted]'s scapegoat. We want this compliant completly removed as its invalid and off base.
Complaint: ***
I am rejecting this response because:My dad, Mr*** never received certified mail as Mercury *** claims in 2012. Please have them prove it. Since purchasing the PV panels the only documents they received from Mercury *** is a copy of the Credit Sale Contract, Invoice and C&C building permit. On April 28, I spoke to ***e M***, Office Manager who forwarded what was in my parents file. The only document I received was a letter dated November 8, 2011, addressed to Homeowner, from Adam G*** Operations manager advising to complete NEM agreement and forward to their office or ***. My parents NEVER received this document. Mercury *** continues to claim that they sent NEM agreements in Jan 2016, but my parents NEVER received it. My dad called Adam and Adam said these things take time. The next time my dad called Adam was no longer working there. My dad called the sales representative who also no longer works at Mercury ***. His name is *** T*** and he as well tried contacting Mercury *** and said he'd pick up the NEM agreement and bring it to my parents for their signature. *** also explained that as the sales person he was never once asked to secure my parents signature on the NEM Agreement. (When I had my PV installed by *** *** all of this was done for me)! *** tried to help us from April and never heard from Mercury *** so I decided to take my dad to Mercury ***'s office to meet with Scott S***. Scott explained that he thinks it was because my parents had two different account numbers with *** which is what he felt caused the confusion. *** responded that this was not the case. I will forward you copied of the letter MrS*** submitted to *** and ***'s response to Mercury *** on August 9,2016. I will also forward by mail to you copies of my email correspondence with MrS*** and MsM***. In my email to MrS*** on 8/2/16, #2) If approved, my parents need to upgrade inverters to be compliant. MrS***s response: This is not a problem as these inverters should be able to have what they call "***" setting changes via the web. Your Dad would have to have internet to do this. Does he? My response: Yes, my sister who lives upstairs has internet connection. *** T*** said he was going to come out to show her how to monitor once he confirmed with your office that you were able to see their readings.
I did NOT pass on the responsibility to my sister. She returned calls to *** and if *** was not in she spoke to *** My sisters role was to assist with the internet connectivity which was NEVER done when the panels were first installed in 2012. Mercury *** finally sent someone in August to repair a box, which was when my sister was introduced to *** who communicated with her a couple times and it appeared that the box was working. However, since then my sister has never received the *** reports with displays the PV Panels. *** advised that *** was out on maternity and Adam Pwould follow up. I kept following up with *** who then said she's check with Rico. Till this day I have not heard from *** or Rico on the *** reports. Furthermore, Mercury *** NEVER communicated to me that the inverter settings were changed and submitted to ***. I have been trying to resolve this matter with Mercury *** since we received the Conditionally Approved status (Qualified Inverters Required) on August 29, 2016. I've left a message for my contact at *** to confirm that my parents system is in compliance.We were trying to be patient since we heard that *** was out on maternity and that Scott S*** was having surgery and depended on *** to follow up and get back to us. I would email her every other week and her response was always the same. She will check and get back to me.
Sincerely,
*** ***
I am not sure what the complaint is now; it seems to be more of a who is right and who is wrong debate.THE FACT IS WE HAVE ACHIEVED WHAT WAS NEEDED WITH ***A VALID NEM despite whoever screwed up INCLUDING ***.The facts I have are that Adam G*** our project manager specifically told *** *** many times to get the NEM signed not on just this project but several of ***s salesEspecially since at this time( 2011) he was new to the *** industryFurther I recently spoke with Adam G*** about the letter he sent in to the ***His statement was that this very letter to the *** (attached) was drafted by Adam G*** specifically because *** was remiss in getting the NEM doc signed at the point of sale as all other sales reps have done 1000's of timesI believe him for two reasonshe no longer works here and has no reason to say otherwiseMore importantly when you look at the copy of the letter sent to the ***, even though its a generic cover letter ( specifically for several of ***s clients); The staple marks along with the dirty printer marks match the NEM made out to *** *** attached to cover letter he placed in the folder after he sent the NEM to be signed and forwarded onto ***; this make it non-generic and really How hard is it too believe that an year old guy forgot to follow through? not really hardON top of this Adam has successfully negotiated 1000's of NEMs It was also during this older time period we began sending certifed NEMs to *** because they continually lost themthis is documented with other files in the officeSo stop claiming mercury ***; there are others involvedContractually ( contract attached) we are not obligated to even acquire NEMs However we do just like the daughter claims the "marvelous "*** *** didWe do the same thingSo who screwed up?? Im pretty sure it was not my professional processor Adam G***However *** has a past history of loosing NEMs and like wise customers regularly don't follow threw. So what exactly is the complaint?? they have a NEM and we got it for them despite all obstaclesso our reward for helping is a complaint? really ? not OK with mePROVE we did not send them this letterI believe AdamWe want the complaint removed as it has no basis in fact as they have a NEM that is curetnly being processed ( attached)There is no damage to a customer here what so everagain; what IS the complaint exactly???The NEM was sent to *** certified along with the fact that we sent a letter certified to the PUC regarding the *** long before this who is right and wrong "complaint " letter startedThe point is we have adjusted the *** settings and followed through as promisedIts ridiculousdespite all the miss communication on all points *** and *** included we have a valid NEM that has been submitted and is in the process is moving along fine with ***What exactly is the complaint ? I don't get it? See attached approved NEM This complaint is only an OPINIONnot based in any facts
I am sorry that I did not respond to your earlier emailI was off island for the week that I received your response to my complaint about Mercury Solar. I did hear back from them and though I was not pleased with their response we have decided cease dealings with each other. Thank you for helping me to get a response from them*** ***
[redacted]
[redacted]Dear Revdex.com,Complaint #[redacted]Forwarding another email with no response from Mercury [redacted]. They claim that I passed this off to my sister. [redacted] from Mercury [redacted] said she needed to speak with my sister since she lives with my parents and has internet. Adam (they would not provide his last name) also works for Mercury [redacted] and is the father of [redacted]'s baby, which is why I refrained from emailing them every week to follow up on status.Thank you,[redacted] -------- Original Message --------Subject: Re: Enphase reportsDate: 2016-09-14 14:12From: Ali Home <[email protected]>To: [redacted] Mattos <wmattos@mercury[redacted].net>Cc: [email protected], Scott Sparkman <[email protected]> Hi [redacted]e,Jasmine was supposed to call my sister (Rhonda) on Monday, Sept. 12. Rhonda called for her yesterday and was told she was out of the office and she'd leave her a message. Rhonda just called now (2:05pm, 14Sep) and was told by Brian that Jasmine is on maternity and that you'd be following up. Please advise what we are waiting for and if this is related to the email I sent Scott on Sep. 2. Warmest aloha,AliSent from my IPhoneOn Sep 2, 2016, at 1:23 PM, [redacted] Mattos <wmattos@mercury[redacted].net> wrote:Hi Ali!Got it...have a wonderful weekend!Best,[redacted]-----Original Message-----From: Ali Home [mailto:[email protected]] Sent: Friday, September 02, 2016 1:17 PMTo: [redacted] MattosCc: [redacted]; Rhonda [redacted]Subject: Enphase reportsHi [redacted]e,Please use my sister's email: [redacted][email protected] and address: 98-240Puaalii Street, Aiea 96701, Rhonda [redacted]. She lives with my parents.Thank you!Warmest aloha,AliSent from my IPhone
Dear Sirs, I would like to report that the issue with Mercury Solar has been resolved and I would like to with draw my complaint. Yours truly, [redacted]
In short, due to technical difficulties we were unable to provide him with the data that he had asked for in a timely manner. In regards to his Micro Utility business, 15 years ago the equipment in question was estimated to have a Fair Market Value (FMV) of $1,750. Unfortunately it has...
devalued much more over these 15 years and is now estimated at $300 and is actually obsolete. In comparison, new equipment of the same size, but more efficient, costs approximately $1,300. We are willing to buy it back from Mr. [redacted] by crediting the (higher) outstanding balance of the note he has with us, for the financing of that equipment, and be done with this.
Complaint: [redacted]
I am rejecting this response because:Anyone paying $30,000 to a company expects professional and complete service for the product they are selling. It took filing complaint with Revdex.com to get this company to complete [redacted] requirements, which we still do NOT have confirmation from [redacted] that what was submitted is acceptable.
Sincerely,
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
Dear Revdex.com, Re: Complaint #[redacted] The complaint filed against Mercury [redacted] has been resolved. [redacted] and Rico from Mercury [redacted] resolved our complaint. I must say it wouldn't have gotten resolved without Revdex.com's assistance. My elderly parents are relieved to have this issue resolved. Please accept this email as authorization to remove the complaint against Mercury [redacted]. Thank you, [redacted]
Mr [redacted] was sent certified mail with a net meter agreement to sign and forward to [redacted] in 2012. He never sent in the NEM or [redacted] lost this paper work. By the time the [redacted]'s took action on their NEM the inverter setting specification per [redacted] had changed. We helped the [redacted]'s persue...
getting thier NEm despite the fact they did not send in their NEM agreement as directed on time and almost/did missed the window of time required. As part of the new NEM application [redacted] required the inverters to be reset t newer settings. We never told the [redacted]'s that we would specifically change the inverters. What they were told was that we would IF WE HAD TOO. This type of inverters settings can be changed online. We have changed the inverter settings and submitted this change to [redacted]. See attached communication with [redacted]. Furthermore the daughter passed the situation on to another daughter of who did not return our phone calls. This situation was and is handled.We do not like the fact that we helped these people despite their failure to send in a NEM agreement as directed by us years ago; yet they now complain.They then when out of communication with us ( not the other way around) after we agreed to help them and now clam we did not do what we said when in fact we did. The [redacted] industry is quite tired of being [redacted]'s scapegoat. We want this compliant completly removed as its invalid and off base.