EcoMark Solar

Hello ***, Again we deeply apologize for the inconvenience this caused, and that our previous response was not satisfactory We will be sending you a gift card in the mail next week and hope this will be an acceptable solution Thank you so much for your patience regarding this matter, and feel free to contact us at any time if you need assistance with your systemThank you Again we deeply apologize for the inconvenience this caused and will be sending you a gift card in the mail next week Thank you so much for your patience regarding this matter, and feel free to contact us at any time if you need assistance with your system.Again we deeply apologize for the inconvenience this caused and will be sending you a gift card in the mail next week Thank you so much for your patience regarding this matter, and feel free to contact us at any time if you need assistance with your system

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] ***

Complaint: [redacted] I am rejecting this response because: it is the same response as last timeEither your company legal department will be involved in a resolution where the inverter manufacturer pays for ALL of my losses or mine willYou have not met the obligations of the warranty guarantee or the service obligations of that warranty which says repairs will be preformed in a timely mannerYou promised to replace the inverter last time when my system had only been down for weeksNow it is weeks and the same promiseFor the purpose of this Limited Warranty the standards for our performance will be (i) professional standards of performance within the solar photovoltaic power generation industry in the relevant market; and (ii) Prudent Electrical Practices My question is: is two months without repair "professional standards"? I seriously doubt it Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: While you may have a policy to not make monetary compensation, the fact remains that you failed to ensure that my system was up and running appropriately, and as such, your error cost me several months worth of electricity bills This is your errorNot mine You need to make this right Sincerely, [redacted]

Hi ***,We are so sorry for the frustration and inconvenience that this had caused. We had an internal transition that resulted in the escalation of your system issue not reaching the correct party as quickly as it should have, and we know this is no excuse for the delay. In speaking... with our technician it sounds like he was able to replace the faulty inverter and also get your monitoring communicating to verify that the system is functioning properly. We will be providing you with a gift card to cover the equivalent of one months solar payment and hope this has been resolved to your satisfaction.Again, we do apologize for delay and lack of communication, and are happy to do whatever else we can to ensure that your satisfaction is met. Thank you,

Initial Business Response / [redacted] (1000, 6, 2015/12/10) */ Dear Mr[redacted] , We're are sorry to hear that your solar installation experience did not live up to your expectationsWe can assure you that top tier equipment was installed on your property by experienced, licensed solar installersYou solar system was interconnected by [redacted] this weekUnfortunately your project did take a little longer than is typical for a few reasons, detailed belowFirst, our initial site audit revealed that we would need to perform additional electrical work on your property to safely support the solar systemThis required us to re-apply for financing for your project and re-design your system, which added some time to the design phaseAdditionally, the authority having jurisdiction, [redacted] has a longer than average permit review timeline for electrical permits and consequently your permit was not available for quite some timeFinally, [redacted] Solar Rewards rebate program has multiple phases of reviewFirst, they have to set your incentive level for the rebate programUnfortunately they only review a certain amount of applications each month since they cap out their monthly funding due to the high demand for the programYour application was submitted on time, however, your incentive level was not set for several months following the initial applicationOnce your incentive level is set, [redacted] will begins the engineering review which is another phase of the project that takes additional timeAfter you pass the engineering review and sign all of the final interconnection documents, [redacted] will order a net meter and schedule an installation [redacted] had received everything they needed from us, and ordered your net meter be set at the end of OctoberWhen we inquired as to why this had not taken place yet they informed us that it was an 'overdue' meter installation and they would do what they could to have it installed as soon as possibleAll of these factors conspired to stretch your project timeline beyond what is typical in the [redacted] metro areaWe are happy that your system has been interconnected and we will be delivering your operations, maintenance and warranty information promptly

Dear Mrand Mrs***, We are sorry that you felt misinformed by the sales representativeWe make every effort to provide accurate information to customers throughout the sales and installation processThe panels manufactured by Canadian Solar are globally sourced like most solar panels available on the market todayThe company Canadian Solar is headquartered in Canada, which does set it apart from most large, top tier manufacturers that are based in AsiaThe replacement panels installed on your home were brand new and identical to those that were installed previously Solar manufacturers frequently make adjustments to the previous year’s models on a yearly basis primarily to offer higher, or lower, watt class options as they become available A different model panel would not be compatible with the system as it was designed, and could be aesthetically displeasing as it also may not match the original modules Finally, EcoMark does monitor our installed systems on a rolling basis Alerts or outages from the monitoring systems often resolve themselves since the most common issue has to do with the monitoring devices connection to the internet and are not indicative of a system issue Therefore, we do not always take action unless a system within the monitoring portal shows a sustained outage or specific faultThis is a courtesy service that we provide that is above and beyond our contractual obligations to simply provide equipment and a one-time setup of the monitoring device EcoMark has taken each of your concerns and the issues that have occurred during your installation and afterward very seriously and provided additional feedback and training to both our sales and installation teams accordinglyWe are confident that you will enjoy the benefits of your system for years to come and are always available to provide support and assistance with any issue that may arise in the future

Dear ***, We certainly understand your frustration and would like to assist however we can We do have a record of our technician visiting in August, and believed that the issue had been resolved as the online monitoring account through *** reflected that the system was
communicating and producing energy While we do receive alerts from *** when the system faults or is not operating correctly, these problems typically are related to weather or a communication error and resolve themselves Looking at your alert records through your online account there are instances where the system did show an issue but all of them resolved themselves For this reason, we were not aware of any ongoing problem with the overall production I do apologize that we were not able to have someone inspect the system immediately when you reported the issue in April, our technicians remain very busy this time of year To our knowledge the firmware issue has been fully resolved and compensation has been issued for the trouble and lost production We are happy to be of assistance should any further problems ariseWe believe that all issue have been resolved to your satisfactionI fthis is not the case, please do not hesitate to let us know how we can be of further assistance

Hello ***, We apologize for the inconvenience this has caused and the delay in resolving the issue. While we have oversight on system outages and issues, we do ask our homeowners to be proactive in their system monitoring as it is through a third party portal provided by the inverter
manufacturer. We appreciate you reporting the issue and see that your system went down on November 17th and was repaired and brought back online January 4th. This most certainly was a much lengthier timeline from the report of the issue until resolution then is the standard that we hold our company to, and this has been addressed internally with the necessary departments. We greatly appreciate the feedback in regards to how this has been handled. We are working diligently to improve our procedures so that we can provide you as well as all of our homeowners with the best possible service.We hope that you received the $Visa gift card we mailed out to assist in compensating for the lost production as well as the *** bill(s) you received. Again we greatly apologize for the inconvenience and hope that we can serve you better in the future with any further system issues.Thank you,EcoMark Solar Team

Initial Business Response /* (1000, 6, 2015/09/28) */
Dear Mr. [redacted],
We apologize for the misunderstanding regarding your "Welcome Packet," containing information regarding your solar system and its operations and maintenance. We did send it to you back in August when you had requested it,...

and apologize that it did not reach you. Upon hearing from you last week, we resent the package via USPS with tracking immediately so that we can ensure you receive it. Should the package not be delivered this week, or if you have any questions at all on the contents, please reach out to us at XXX-XXX-XXXX.
Initial Consumer Rebuttal /* (2000, 8, 2015/09/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Hello [redacted],I do apologize for the inconvenience this has caused and completely understand your frustration.  The SolarEdge gateway devices utilized for the monitoring service access your inverter through a wireless connection which can be disturbed fairly easily, requiring a...

reset.  It looks like our Commissioning Technician [redacted] was able to assist you in getting the devices reconnected and getting the inverter back online initially, but that there may  actually be an issue with the gateway device itself provided by SolarEdge as it keeps losing communication with the inverter.  We will continue to work with you and SolarEdge to resolve this issue and get the device  replaced under warranty if necessary. Again, we apologize for the inconvenience.   Thank you.

Dear Mr. [redacted], EcoMark does not offer any battery based solar options at this time, only grid tied systems. All of our sales proposals and contract present grid tied solar systems. The contract that you signed was for a grid tied solar system and this is what would have been discussed during your...

initial consultation. We have attempted to communicate about your options under the contract and to reach a mutually agreeable solution. Our ultimate goal is to resolve any misunderstanding regarding our product so that you can enjoy the benefits of going solar. Please feel free to contact our CEO directly. We look forward to resolving this issue in a timely manner.

Initial Business Response /* (1000, 6, 2015/12/10) */
Dear Mr.[redacted],
We're are sorry to hear that your solar installation experience did not live up to your expectations. We can assure you that top tier equipment was installed on your property by experienced, licensed solar installers. You...

solar system was interconnected by [redacted] this week. Unfortunately your project did take a little longer than is typical for a few reasons, detailed below. First, our initial site audit revealed that we would need to perform additional electrical work on your property to safely support the solar system. This required us to re-apply for financing for your project and re-design your system, which added some time to the design phase. Additionally, the authority having jurisdiction, [redacted] has a longer than average permit review timeline for electrical permits and consequently your permit was not available for quite some time. Finally, [redacted] Solar Rewards rebate program has multiple phases of review. First, they have to set your incentive level for the rebate program. Unfortunately they only review a certain amount of applications each month since they cap out their monthly funding due to the high demand for the program. Your application was submitted on time, however, your incentive level was not set for several months following the initial application. Once your incentive level is set, [redacted] will begins the engineering review which is another phase of the project that takes additional time. After you pass the engineering review and sign all of the final interconnection documents, [redacted] will order a net meter and schedule an installation. [redacted] had received everything they needed from us, and ordered your net meter be set at the end of October. When we inquired as to why this had not taken place yet they informed us that it was an 'overdue' meter installation and they would do what they could to have it installed as soon as possible. All of these factors conspired to stretch your project timeline beyond what is typical in the [redacted] metro area. We are happy that your system has been interconnected and we will be delivering your operations, maintenance and warranty information promptly.

Hi [redacted],We are so sorry for the frustration and inconvenience that this had caused.  We had an internal transition that resulted in the escalation of your system issue not reaching the correct party as quickly as it should have, and we know this is no excuse for the delay.  In speaking...

with our technician it sounds like he was able to replace the faulty inverter and also get your monitoring communicating to verify that the system is functioning properly.  We will be providing you with a gift card to cover the equivalent of one months solar payment and hope this has been resolved to your satisfaction.Again, we do apologize for delay and lack of communication, and are happy to do whatever else we can to ensure that your satisfaction is met. Thank you,

Hi [redacted],We deeply apologize for the frustration you have experienced.  Please know that it is not our policy to provide monetary compensation for system production issues.  Per your email to [redacted] on May 2nd regarding your utility bill, in which you thanked her looking into your...

questions about the offset, we thought that all had been resolved on our end which is why no further action was taken.  During the time that your net meter was installed it was our procedure to have the sales representative come out and turn your system on for you, or walk you through how to flip it on over the phone.  We ran into many issues with this process thus our creation of the Commissioning Technician position in February which [redacted] filled.  We do apologize for the lag time between you receiving your net meter and the panels being fully functional, but we did remain within the 1 year contractual obligation to deliver your fully functioning system. Regarding your offset, the size of the system that was built for your home was based off of the utility usage you had provided us and production estimates based on various calculations established by the National Renewable Energy Laboratory.  While we can approximate how much your system will be producing each month, this can vary based on weather and additional outside factors, resulting in your system not meeting the 100% offset every single month.  It can also vary dependent upon your energy usage as you may be using more or less than in the prior year that we had based the proposal off of.  Based on your proposal and current production your system is definitely functioning as it should be and reaching the production amounts that were laid out in the proposal.One other thing to make note of when reading your Xcel utility bill is that the electricity produced by the panels does not offset your natural gas usage.  Since you receive a combined bill this can be a bit confusing. If there is anything further we can do, please do not hesitate to contact us. Thank you.

Hello [redacted]We sincerely apologize for the inconvenience this has caused and understand your frustration regarding lost production.  We identified that the issue was related to an equipment failure that required us to go through the manufacturer to troubleshoot and find a solution....

 We have followed all of the steps that they have advised us to and are simply waiting on the manufacturer to issue the correct parts in order to complete the needed repair. Being that we are at the mercy of the manufacturers timeline, this has not been resolved in the timely manner we would have preferred. We are aware that we are still waiting on an adapter from them which should have been delivered with initial replacement piece, and we are doing what can to get it here as quickly as possible.In the meantime I hope that the gift we issued helped to alleviate some of the concern surrounding the lost production while the system is inoperable.  We hope to have your system  back up and running by next week and are fully committed to ensuring that your system is fully functional per manufacturer recommendations. Thank you

Hello [redacted], Again we deeply apologize for the inconvenience this caused, and that our previous response was not satisfactory.  We will be sending you a gift card in the mail next week and hope this will be an acceptable solution.  Thank you so much for your patience regarding this matter, and feel free to contact us at any time if you need assistance with your system. Thank you   Again we deeply apologize for the inconvenience this caused and will be sending you a gift card in the mail next week.  Thank you so much for your patience regarding this matter, and feel free to contact us at any time if you need assistance with your system.Again we deeply apologize for the inconvenience this caused and will be sending you a gift card in the mail next week.  Thank you so much for your patience regarding this matter, and feel free to contact us at any time if you need assistance with your system.

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]

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. * As long as the gift card is actually sent*
Sincerely,
[redacted]

Dear Mr. and Mrs. [redacted], We understand your frustration with the pest issues that have occurred with your system and want to do everything that we can to resolve the issues and get your system back up and running.  This is the first instance that EcoMark Solar has ever experienced with pest...

issues being so significant as to cause system damage. When you initially reached out for a critter guard quote on December 5, 2016, we promptly provided the information to you but did not get confirmation that you wanted to move forward with the add on at that time. We heard from you again on February 8, 2017 and were able to offer you a critter guard at cost at which time we got your confirmation to move forward with the process. By the time we were able to get you on the schedule, the squirrels had already done damage to 16 of the panels and the only options to get your system back up and producing were either to repair the damaged panels or install new panels to replace the damaged panels. Both of these solutions require time from skilled workers as well as equipment. The pest damage was not a result of our workmanship or any defects in equipment. Since pest damage is not covered under our workmanship warranty we cannot provide this repair or replacement at our cost. EcoMark Solar is a small, local business and we are unable to provide free repair where our workmanship is not the source of the problem. That being said, we are committed to working with you to get your system back up and running as quickly and inexpensively as possible and are willing to provide replacement panels at cost and absorb the cost of labor to reinstall the panels. Additionally, we are happy to work with you on a payment plan.