EcoMark Solar

Complaint: [redacted]I am rejecting this response because: it is the same response as last time. Either your company legal department will be involved in a resolution where the inverter manufacturer pays for ALL of my losses or mine will. You 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 manner. You promised to replace the inverter last time when my system had only been down for 4 weeks. Now it is 8 weeks and the same promise. For the purpose of this Limited Warranty the standards for our performance will be (i) normal 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 "normal professional standards"? I seriously doubt it. 
Sincerely,
[redacted]

Hello [redacted], We do apologize for the inconvenience this has caused, and any miscommunication regarding the potential for pest problem once your system was installed.  While this is a problem that can exist, we don't always run into it with the installations which is why we have the...

critter guard as an optional adder if you discover or know you will have issues, rather then standard with all installs.  As I believe our team let you know, the other solar panels in your neighborhood that you were referring to have the Zep Skirt around them are SolarCity projects.  That particular 'skirt' feature is specific to their jobs, and that equipment brand a subsidiary of their company.  I know ** has been in contact with you and helping to work through this issue.  We are glad that we were able to come to an agreeable solution, and will be installing your critter guard asas soon as possible.  Our Solar Project Coordinator will give you a call to let you know what day our construction team has this planned for. Again we deeply apologize that you felt mislead, and ask that you please let us know if there is anything else we can do or if you need assistance with your system at any point in the future.

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 error. Not mine.  You need to make this right.  
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:You as a company, have not once admitted fault or even simply apologized to us as a consumer for the situation that you put us through.You as a company, through this e-mail chain here at the Revdex.com and the interactions I have had with both [redacted] and [redacted] at your company show me how you truly feel about customer service. It is non existent. We were told you are a local small business (yet you are expanding and now have 2 locations in the front range and are now profiting on new sales of the critter guard) and could not afford to absorb the cost of the new panels. Yet you as a company made a single income household foot the bill with no problems whatsoever. I was incorrect in my previous response, we did receive new panels. For that, I apologize. However, again you tried to piece them together, leaving the original panels on my home and just replacing the ones that were damaged. Luckily for us, it was too windy for them to be installed as well as the site manager/installer made the right call to not allow that to take place along with an e-mail we sent to [redacted] at your company (not like we would have accepted mismatched panels, but lends itself to how your company works). Consumers need to know how we were treated. It is my obligation to make sure as many people know about my situation so that they can make an educated decision on with whom to go thru to fulfill their solar needs. Ecomark should be at the bottom of their list. Not the fault of their sales team or installation team, but due solely to your executive team. Your response to the previous remark is proof, you saying that you are training your sales and installation staff. They are the last ones needing training. Another prime example of how we were treated, after we paid for our new panels another $3200 (on top of the original $28000), it took over 2 weeks to get them up and running.  When the new panels were put up, they found out the inverter had been fried. After not hearing from your company for almost 2 weeks, we finally reached out to see what the issue was, and magically the new inverter had arrived that morning and will be installed the next day. Not once did ANYONE at Ecomark followup with us to let us know that there would be a delay NOT ONCE. I can probably assume your response to this, "we did not charge you for the new inverter". Had you known that the inverter had been blown, I can almost assure you that your company would have made us pay for that as well. Again, not our fault. The following statements you provided here also need to be addressed. "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 fault. This 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." If you do not monitor the system, why is that a part of your Energy Freedom Plan that I am looking at right now? It says verbatim "Lifetime System Monitoring, Lifetime Customer Service and Maintenance free??? Are you admitting that you are misleading the consumer with your above statement that it is provided as a courtesy and you actually do not monitor our system? Also, would 10 straight days of a system not producing a SINGLE KILOWATT HOUR of energy also not raise a red flag? I believe I would classify that as a "sustained outage", wouldn't you? [redacted] certainly thought it was an issue. That is why they sent a technician to our home to let us know there was an issue.  I can assure you I will be pleased with the solar energy the panels will provide. However, I can also assure you that your business has a massive issue that people need to know about. You are welcome that this issue will not affect your year end profits as we were made to cover the issue. [redacted] This is the first time I have had an issue with any business and this is the first ever complaint I have had to make. I want to make sure that this remains an unresolved issue and this is published on the Revdex.com site. This company should not have an A+ even an approved rating with your organization. I need to make sure before this is closed out, that if I accept any future response thru this avenue that it does not absolve the business from this situation. 
Sincerely,
[redacted]