Our response to the customer is as follows: We appreciate you reaching out to usAccording to your solar monitoring, your system is producing wellWe would be more than happy to perform a free site assessmentPlease email us the last months electric bills and we will analyze your usage since solarOur email address is [redacted]
Mr [redacted] received permission to operate his system from the utility company on 5/19/17, days after customer filed this complaintThe repairs were completed on 5/31/and the customer expressed his gratitude with our services
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, 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 themWe 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 months to file, claim, and receive that 30% federal tax credit [redacted] expects the customer to pay off that 30% before the 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,as the customer statesWe 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 misunderstandingWe 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,
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
I am rejecting this response because:When they first sold us the solar panels no one mentioned that the payment were set to increase on a yearly basisI understand that they are not [redacted] , but they are the ones that sold the product in another language then what the contract was written inI appreciate their willingness to solve the dispute with this payment plan, but it doesn't work for meI do not want these solar panels, and this is not what I had agreed to upon purchase
1st Light Energy goes great lengths to provide great customer service and quality workmanshipThat goes without saying that mistakes can happenOn April 3rd, 2017, I spoke with [redacted] to discuss his review and how we can remedy his negative experienceI apologized for the lack of communication from his account manager and that we didn’t recognize his experience soonerPer [redacted] request, he was assigned a new account manager to re-establish his communication with 1st LightHis main frustration was the long wait time to receive his referral checksI explained to [redacted] our standard procedure: referral checks are paid out approximately weeks after a system is turned onAfter investigating the accounts referred by [redacted] , one had been turned on in late February and his check was very close to being issued, the other customer did not yet have his system turned on and we were waiting on the local utility to complete their final inspection, something that is out of 1st Light’s control [redacted] seemed reasonable and we rushed the first check within a few daysAfter confirming that his frustrations have been alleviated, I asked if he’d kindly remove his negative review [redacted] agreed and said he would be willing to do that for usWe had a gentleman’s agreementLater that week I followed up with [redacted] to ensure he received check [redacted] acknowledged that he received itI asked if he would now take down the review and he agreed he wouldTwo more days had passed and the review was still showingOnce again, I called [redacted] and he said he would remove the reviewOn Monday, April 10th, the review was still up and I called [redacted] again and asked if he would take it down [redacted] said he would not take it down until he received his other checkI explained that I followed through with my end of the deal and I pushed to take care of himFurthermore, I could not send the second check since it was not ready to be processedI have acknowledged our wrongdoing and made steps to move forward in a positive direction [redacted] failed on his promise after we did everything in our power to treat him fairly and remedy the situationTo keep a review up and continue slandering the company is exactly opposite of what I expectedWe strive to provide excellent customer service with quality installations and sometimes we miss the markWe take all our complaints very seriously and hope you don’t judge the entire company by this one experience
Revdex.com: I am accepting response due to the fact that they finally sent the $as promoted and advertisedThis is all I wantedAs far as that explanation, this is the first time in eight months that I was heard that The response in the first months was to weeks from three different employees of first light energy Under that explanation it could be months to years which I don't buyBut again I am accepting this explanation because the company finally came through, but not without help from Revdex.comI thank Revdex.com for there assistanceFeel free for anybody to contact me in person if you feel the need
I am rejecting this response because:no one has called us to resolve this problemI have not heard from [redacted] or [redacted] the salesmen, or [redacted] , the Vice President [redacted] My wife and I have called and left messages for the Vice PresidentHe has never returned our phone calls since my wife called our bank and asked for our options for a loanHe said, he was going to "talk to the CFO", which he has never done
I am rejecting this response because: The sales person never asked for an email, he simply made one up, that email does not exist and does not even contain our correct spelling of our last nameAs for the e-signature we completely understand that they style of signature does not match but this is not the case in our situationThe paper copy that was given to us after we called to obtain it had the wrong initials and spelling of my nameThe sales manager did contact us, and nothing was resolvedHe stated he never obtained an email from us and does not know where that email came fromHe also stated that he no longer works in our areaWe also informed him that the contract was not valid because the signature and initials are not correct and that they did not match what he has stated to usHe had no explanation on why it was not correct
[redacted] has had a pre-existing roof leak issue by his front window My technician who was on site to inspect the system and the roof leak issueDuring my technician visit he found the solar system to be in complete functional state with no issue's The generation values were compared to the values on the Enlighten website where the data from the customers system gets sent These numbers were found to be identical 1st Light Energy compared the generation numbers to the expected estimates and also found the system to be doing better than expected The customers roof leak issue is not solar related and has been an ongoing issue in the customers home for quite sometime to cause dry rot in some places There is also a section on the window that has been repaired prior from the type of material used and the stains The customer changes his number to where 1st Light Energy can not get in contact with him I checked my call log and voice mail history and found the customer has not called myself once to discuss 1st Light Energy has also extended our services to the customer if and when he needed the panels removed so a qualified roofer can fix the issue, 1st Light Energy would coordinate the appointmentPoints:Customer roof had a preexisting issue that was not disclosed by customerSolar system is producing better than expected since system turn onThank you [redacted] - 1st Light Energy - Warranty and Service Manager [redacted]
I am rejecting this response because: I don't agreeThere was an existing leak that was fixed before they installed the panelMy point is they to email or phones calls And the leak re-developed after they installed the panels around the same spot
I am rejecting this response because: Am I to assume that I would pay the fees? This is unacceptable as I would still be paying for your error Also, the East Coast Sales Director stated that the permits have to be in before work starts Would this actually work? What was the outcome of that case? Were the permits filed just to close the case (with no Property Tax Abatement received)?
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 foldA same as cash loan and a term loan the term loan has a locked in interest rate of 2.99% for 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
I am rejecting this response because:*** *** who works with *** stated the PTAcan still be filled and confirmed this with sustainable CUNY.Below is the quote from *** *** and includes the link to the FAQI heard back from the team at Sustainable CUNY and they were able to answer your question from their FAQs: If I did not originally file for a PTA and my solar installation is already interconnected, am I still eligible for the PTA?If the original solar application is already signed off, then a new application would need to be filedThis new filing will need to comply with all the current NYC codes ((Fire Code, Building Code, NYCECC etc.)This means that changes to the panel array may be needed to ensure complianceIf these code requirements are not met then tax abatement cannot be granted.End quoteThe FAQ link seems to have a typo so I have included a working link.***The job in the BIS hub at the DOB is closed a new job will need to be open to submit the PTAapplication.Also there is no mention of the NYSERDA rebate of $that was collected from me in violation of the program rulesI am willing to sign the document only in exchange for cash or a cashiers check at time of signing
I am satisfy with the result and thanks to your bureau that my unit is now up and ru nning
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me
Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me
1st light and I have come to an agreement as stated by *** regarding all outstanding issues
Our response to the customer is as follows: We appreciate you reaching out to usAccording to your solar monitoring, your system is producing wellWe would be more than happy to perform a free site assessmentPlease email us the last months electric bills and we will analyze your usage since solarOur email address is [redacted]
Mr [redacted] received permission to operate his system from the utility company on 5/19/17, days after customer filed this complaintThe repairs were completed on 5/31/and the customer expressed his gratitude with our services
Okay, Hopefully they will resolve this matter in a timely fashion.Tell us why here
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, 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 themWe 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 months to file, claim, and receive that 30% federal tax credit [redacted] expects the customer to pay off that 30% before the 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,as the customer statesWe 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 misunderstandingWe 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,
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
I am rejecting this response because:When they first sold us the solar panels no one mentioned that the payment were set to increase on a yearly basisI understand that they are not [redacted] , but they are the ones that sold the product in another language then what the contract was written inI appreciate their willingness to solve the dispute with this payment plan, but it doesn't work for meI do not want these solar panels, and this is not what I had agreed to upon purchase
1st Light Energy goes great lengths to provide great customer service and quality workmanshipThat goes without saying that mistakes can happenOn April 3rd, 2017, I spoke with [redacted] to discuss his review and how we can remedy his negative experienceI apologized for the lack of communication from his account manager and that we didn’t recognize his experience soonerPer [redacted] request, he was assigned a new account manager to re-establish his communication with 1st LightHis main frustration was the long wait time to receive his referral checksI explained to [redacted] our standard procedure: referral checks are paid out approximately weeks after a system is turned onAfter investigating the accounts referred by [redacted] , one had been turned on in late February and his check was very close to being issued, the other customer did not yet have his system turned on and we were waiting on the local utility to complete their final inspection, something that is out of 1st Light’s control [redacted] seemed reasonable and we rushed the first check within a few daysAfter confirming that his frustrations have been alleviated, I asked if he’d kindly remove his negative review [redacted] agreed and said he would be willing to do that for usWe had a gentleman’s agreementLater that week I followed up with [redacted] to ensure he received check [redacted] acknowledged that he received itI asked if he would now take down the review and he agreed he wouldTwo more days had passed and the review was still showingOnce again, I called [redacted] and he said he would remove the reviewOn Monday, April 10th, the review was still up and I called [redacted] again and asked if he would take it down [redacted] said he would not take it down until he received his other checkI explained that I followed through with my end of the deal and I pushed to take care of himFurthermore, I could not send the second check since it was not ready to be processedI have acknowledged our wrongdoing and made steps to move forward in a positive direction [redacted] failed on his promise after we did everything in our power to treat him fairly and remedy the situationTo keep a review up and continue slandering the company is exactly opposite of what I expectedWe strive to provide excellent customer service with quality installations and sometimes we miss the markWe take all our complaints very seriously and hope you don’t judge the entire company by this one experience
Revdex.com: I am accepting response due to the fact that they finally sent the $as promoted and advertisedThis is all I wantedAs far as that explanation, this is the first time in eight months that I was heard that The response in the first months was to weeks from three different employees of first light energy Under that explanation it could be months to years which I don't buyBut again I am accepting this explanation because the company finally came through, but not without help from Revdex.comI thank Revdex.com for there assistanceFeel free for anybody to contact me in person if you feel the need
I am rejecting this response because:no one has called us to resolve this problemI have not heard from [redacted] or [redacted] the salesmen, or [redacted] , the Vice President [redacted] My wife and I have called and left messages for the Vice PresidentHe has never returned our phone calls since my wife called our bank and asked for our options for a loanHe said, he was going to "talk to the CFO", which he has never done
I am rejecting this response because: The sales person never asked for an email, he simply made one up, that email does not exist and does not even contain our correct spelling of our last nameAs for the e-signature we completely understand that they style of signature does not match but this is not the case in our situationThe paper copy that was given to us after we called to obtain it had the wrong initials and spelling of my nameThe sales manager did contact us, and nothing was resolvedHe stated he never obtained an email from us and does not know where that email came fromHe also stated that he no longer works in our areaWe also informed him that the contract was not valid because the signature and initials are not correct and that they did not match what he has stated to usHe had no explanation on why it was not correct
We are currently working with the customer to resolve the issue
[redacted] has had a pre-existing roof leak issue by his front window My technician who was on site to inspect the system and the roof leak issueDuring my technician visit he found the solar system to be in complete functional state with no issue's The generation values were compared to the values on the Enlighten website where the data from the customers system gets sent These numbers were found to be identical 1st Light Energy compared the generation numbers to the expected estimates and also found the system to be doing better than expected The customers roof leak issue is not solar related and has been an ongoing issue in the customers home for quite sometime to cause dry rot in some places There is also a section on the window that has been repaired prior from the type of material used and the stains The customer changes his number to where 1st Light Energy can not get in contact with him I checked my call log and voice mail history and found the customer has not called myself once to discuss 1st Light Energy has also extended our services to the customer if and when he needed the panels removed so a qualified roofer can fix the issue, 1st Light Energy would coordinate the appointmentPoints:Customer roof had a preexisting issue that was not disclosed by customerSolar system is producing better than expected since system turn onThank you [redacted] - 1st Light Energy - Warranty and Service Manager [redacted]
I am rejecting this response because: I don't agreeThere was an existing leak that was fixed before they installed the panelMy point is they to email or phones calls And the leak re-developed after they installed the panels around the same spot
I am rejecting this response because: Am I to assume that I would pay the fees? This is unacceptable as I would still be paying for your error Also, the East Coast Sales Director stated that the permits have to be in before work starts Would this actually work? What was the outcome of that case? Were the permits filed just to close the case (with no Property Tax Abatement received)?
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 foldA same as cash loan and a term loan the term loan has a locked in interest rate of 2.99% for 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
we have reached out to the customer to give updates
I am rejecting this response because:*** *** who works with *** stated the PTAcan still be filled and confirmed this with sustainable CUNY.Below is the quote from *** *** and includes the link to the FAQI heard back from the team at Sustainable CUNY and they were able to answer your question from their FAQs: If I did not originally file for a PTA and my solar installation is already interconnected, am I still eligible for the PTA?If the original solar application is already signed off, then a new application would need to be filedThis new filing will need to comply with all the current NYC codes ((Fire Code, Building Code, NYCECC etc.)This means that changes to the panel array may be needed to ensure complianceIf these code requirements are not met then tax abatement cannot be granted.End quoteThe FAQ link seems to have a typo so I have included a working link.***The job in the BIS hub at the DOB is closed a new job will need to be open to submit the PTAapplication.Also there is no mention of the NYSERDA rebate of $that was collected from me in violation of the program rulesI am willing to sign the document only in exchange for cash or a cashiers check at time of signing
I am satisfy with the result and thanks to your bureau that my unit is now up and ru nning
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me
We are currently working with the customer
Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me
1st light and I have come to an agreement as stated by *** regarding all outstanding issues