Decora Building

We spoke with [redacted] and cleared things upWe have submitted the permit now separate times, and we have spoken with the city to get things pushed through next weekWe assured [redacted] that any bills incurred will be covered for the time delay due to the city

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
We have been in contact with the company, and they are proceeding to fix out roof this weekThank you for your assistance!
Sincerely,
*** ***

The post installation process for the *** residence has experienced some delaysWe recognize that it has taken too long, and are expediting the project to be completed as soon as possibleWe are also covering the customer's bill until the system is fully set up with the utility to be turned on
and producing

Sorry for the delay in responseWe have been in communication with Mr***We replied to his email on May 12th with the updated picturesIn the original email, the account manager for the project copied the wrong pictures by mistakeMr*** has also had other questions for which we have been communication

I have spoken with Mason from Altaray and
he has proposed to cover some of our previous electric bills that we hace incurred since this project has begun He asked that I submit copies of such bills and I have done so We feel this is a big step towards making thing right I applaud the effort I hope this matter will be resolved quickly and we can start reaping the benefits of solar power
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

The solar project for the *** residence has been unique due to complications with the main service panel upgradeThe upgrade required Rocky Mountain Power to inspect the old service and direct us to where they want the new service panelThe problem with the new location is that it needed a tree
removal service because the trees were blocking a direct path to the transformerAfter the required tree trimming work, and Rocky Mountain Power's requirements for placement have been met, the city needs to inspect the new location before Rocky Mountain Power will allow a temporary disconnect to transfer the serviceOnce this is all completed then a main service panel inspection will take place, then RMP will switch power to the new service panel, and finally the solar inspection will be complete.Dates:4/6/- Had a Rocky Mountain Power estimator go to customer's home to provide us with their requirements.4/12/- Tree trimming service removed a tree that was blocking the new service drop.4/19/- Roy city inspected meter placement, determined that additional trimming and electrical work needed to be done.4/24/17 - Finished new main service panel on side of homeNeed to schedule an attic run with the home owner to finish final wiring.4/27/17 - Coordinated with customer to complete attic run.4/27/17 - Tree trimming service will be at customer's home for estimate of remaining work to be completed.We have been in communication with the customer and are committed to completing the project properly and in the timeliest possible mannerWe are happy to continue to provide updates to our valued customer and the Revdex.com until the project is fully completed.Tell us why here

Complaint ID: ***Ms*** signed a contract to purchase solar from us on October 3rd, (paperwork attached)Included in the paperwork was a cancellation form for a 3-day right of rescission, which allows the customer to cancel by signing and mailing it within days of the
point of saleWe never received a letter from Ms***, and we performed a site survey of her home on October 7th, We charged the customer's Green Sky credit card on October 7th as authorized by the customer (attached is the Green Sky Borrower Payment Authorization Form)On October 25th, we were notified of the customer's intention to cancel their purchase of solar panel installationWe refunded their Green Sky card in full on November 2nd, 2016.We responded to the customer's request to cancel in a timely manner, refunding their account within business daysWe also refunded their account in full despite them cancelling after the day period, and despite the time and money spent performing a site survey, and other functions necessary to prepare for the solar installationAs a company, we took a loss on this project in order to provide the best possible customer service to the customer.All fees related to the loan have been paid in fullThe customer clearly agreed to apply for the loan and purchase the solar panels at the point of sale, as evidenced by the signed paperwork.Sincerely,Sean C*** |Sales Director###-###-#### | *** altaraysolar.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me, although many of the statements made by them in the timeline of events are completely inaccurate I never received any notification from them that they would be wiling to re-roof the entire front of the houseI would like to see written proof that my HOA gave them permission to do this I am perfectly fine with them only replacing the shingles on the front of the house given that the HOA okay'd this The whole reason we are in this situation is because they proceeded with installation of the panels without having HOA approval, so I would like to actually see proof of HOA approval this time
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Because we work in a network with other companies, we take a very understanding and patient approach to our customers in terms of cancellationWe have already taken action and granted a full refund without charging any fees for the surveyThat is our standard operating procedure, and was not action taken because of complaints by the customer to the Revdex.comI'm not sure how to further resolve the complaint, as we have already taken full action by refunding the account

Below is the timeline as recorded in our system: 4/10/17- Mr. [redacted] signed the purchase documents4/13/17- Site Survey performed4/13/17- Phone call made to Mr. [redacted] to perform a welcome call, and no answer so we left a voicemail4/21/17- Plan Set designed in order to submit for...

permit4/26/17- Phone call made to Mr. [redacted] to review the final design, and no answer so we left a voicemail5/15/17- Mr. [redacted] called stating he never agreed to purchase the solar system, and did not know what he was signing. We informed him that we would be billing for the survey and design work Mr. [redacted] signed documents that are clearly stated as contracts. After signing the agreement, we performed services as part of contract he signed, and made multiple attempts to communicate with him via phone calls. He did not communicate with us until 45 days after he signed the paperwork, at which point the $1,000 worth of services were already performed. Based on all of this information, and as stated in the contract he signed, we are within our contractural rights to bill him for the $1,000 of services performed.

We have received the final roofing bid and will be moving forward with the additional repairs to the roof. We have been in contact with [redacted] in the past couple weeks. We are reaching out to her to finalize the resolution this week (calls and emails sent earlier this week yet to be responded).

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
However, Still waiting for this to actually be completed, not just the promise of it being completed.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

We spoke with the Mr. [redacted] to resolve the concerns. We will be covering their bills until resolved, and the permit has been submitted and I've been talking to James over at the North Charleston Building Department. I just sent him another copy of the Engineer Letter and I believe that is the...

last thing he will need. Once the permit is approved the inspection will be scheduled within the week.

We spoke with [redacted] and cleared things up. We have submitted the permit now 4 separate times, and we have spoken with the city to get things pushed through next week. We assured [redacted] that any bills incurred will be covered for the time delay due to the city.

Here is a detailed history of the work performed for [redacted]: Jan 16th- Installation commenced and completed Jan 24th- [redacted] called us requesting us to un-install the solar panels and repair her roof. Normally we seal penetrations with roofers caulk and flashings, but she demanded we...

remove the shingles and reroof the entire area encompassed by solar. Feb 2nd- Any payments were refunded in full, we waived $500 in cancellation fees Mar 15th- Framex completed the work on the roof. They matched the shingles the best they could. An exact match was not possible because of fading on the existing shingles. The total cost was $2,800, fully expensed by Altaray Apr 5th- [redacted] emailed us saying that her HOA president threatened to fine her monthly because the shingles don't match. Apr 18th- We received an email from the HOA stating that it would be sufficient to install shingles on the front half of the roof so that they all match Apr 20th- [redacted] threatened to sue if we didn't completely reroof her home, front and back. May 16th- We emailed [redacted] and stated we didn’t feel it is necessary to reroof the whole house. We also requested a copy of the HOA fines assessed to her   We have really tried to work with the customer to resolve her complaints. She committed to the solar project by signing a legal contract. She did not inform us of any intention to cancel until after work was already completed. Because of the miscommunication with the customer and her HOA, we decided to not only uninstall the solar system at no added cost, but also to refund her in full without any incurred fees. We also tried to oblige her request to reroof the area instead of making the standard repairs called for in the situation, which incurred additional cost we did not charge her. As a resolution, we would be willing to lay new shingles on the front side of her roof to make them all match. We feel that the customer is trying to take advantage of us to get a whole new roof at no cost.