EnviSmart, LLC

One of our quality assurance representatives will reach out to *** *** today to discuss his issues and work on a resolution planWe will collect his electric bills so that we can perform an analysis and determine why he is not seeing the savings he expected on his electric bills

If we missed installing attic fans, we do apologize and will be able to remedy the situation as quickly as possible by scheduling our install partner to return to the property and get the fans installed. One of our Quality Assurance representatives will reach out today to connect with [redacted],...

look further into the situation, and resolve as necessary.

Following [redacted]’s complaint, we performed a service call on September 6, 2017. Based on the results of the service call, our project manager and technology specialist have both been in contact with [redacted] to explain the steps to repair his system. They are working on scheduling a date...

for our install partner to go to [redacted]’s property and make the repairs. Once [redacted]’s system is running properly, a customer service manager will discuss with [redacted] appropriate compensation for any system losses, if any have occurred.

Complaint: [redacted]
I am rejecting this response because:I did not agree to this loan, and they did not provide paperwork that said I agreed to the terms that they side me up for. It was the exact opposite of what was discussed. I have not received any panels on two $300 solar fans. I was mailed the bill which showed the fraud. I was charged $8000+ for solar fans. How do we solve that? 
Regards,
[redacted]

We apologize for the miscommunication, but [redacted] is now in touch with our quality assurance representative, [redacted], who is working on gathering data and running analyses on [redacted]'s production and consumption. Once all the data is in, we can determine a resolution for the problems.

Complaint: [redacted] I am rejecting this response because: I am in receipt of your of copy of your communication to the Revdex.com regarding our concerns. We are surprised that how Envismart is able to respond promptly to the Revdex.com and not us your customers and complainants in this matter. In fact, I emailed your company on 2/5/2017 right before I filed a complaint.  The email was addressed to [redacted] and [redacted] and your company’s general communication email, requesting a meeting.  However, there has been no response or acknowledgment. Be as it may, we feel that the only way forward is for you to understand and address our concerns, whilst at the same time giving us a solid written undertaking to this effect. Herein stated below are the bulk of our complaints, but not all. Envismart did not do a good job in helping us with the set up based on your explanation of how the system should work. .  If [redacted] is no longer with the company, why did you or anyone else not reach out?  Regarding [redacted], your VP [redacted] said [redacted] was not in touch because his mother in law was in hospital.  Whilst we sympathize, we do not see why your employee’s mother in law being in hospital has to do with us.  You are not accountable for your company’s misdoings.  If [redacted] left why haven’t you, [redacted] * or [redacted], whomever been helpful or in touch? The situation with us is that 5 days of the week, we are away from home from 6am till 5pm.  These are the hours that we produce the most.  In December 2016, we were away from home for 2 weeks.  Those 2 weeks we were also producing for someone else and it didn’t do anything for us.  With this being said, the biggest part of what we produce we cannot use.  - We have mentioned to [redacted] multiple times (we have records to prove).  Is [redacted] still with the company can you find out why he has not responded? What would be the best solution for us regarding how we can use the energy we produce?  Based on assurances from Envismart, that we are able to save power, Envismart had me sign an agreement to authorize Envismart to find me a suitable electricity provider and arrangement.  –Your information contradicts what I was informed.  - I have the signed agreement and [redacted] requested a copy of my electricity bill so he switch our providers and that bill I provided to him 11/28/2016.   When we got the Solar panels we were told that there was an application that can be downloaded on the phone to track the panels and how much they produce.   It took us multiple attempts to contact Envismart just so we could get access to even the online site but never have been given access to the phone App.   We know how much the panels produce but the other issue is that the physical layout on the monitoring site of the panels is in the right order.  This has been mentioned to [redacted] multiple times. So what can you suggest what would be the best way forward for us to get the maximum out of our panels? How are can we be sure that in future we are going to be in contact with you when something is not working correctly or when we need assistance?  Just your email address does not suffice 100% contact.  Also over the past few months, it seems every contact number for a person we were given at contract signing no longer works for Envismart and due to this, we landed with [redacted] who [redacted] provided as our new contact because [redacted] could not help us anymore as he was only doing sales.  We continued to reach out to [redacted] because [redacted] was not helpful after [redacted] said he was our new contact. Then [redacted] just stopped responding but [redacted] is still not helpful. Your email is not enough for me, can I have 3 contacts and your phone to reach you incase of an emergency in addition to the other contacts I have requested?  I have no faith in believing in neither you or your company’s emails nor the promises to call.  Do I have to go through the Revdex.com just to get a response from someone?  I emailed your company specifically [redacted] and [redacted] and your company general site on 2/5/17 – However no response or acknowledgment.  I take it Envismart only responds if a customer goes through the Revdex.com. Our fear is the constant need not to be able to reach your team.  Trying to get in contact is big hassle, it has always been difficult and it takes so long to get answers. The reason we rejected your response at this time is because of the items below:  -       We need an explanation on how we can get more out of our panels. -       Provide a solution for Switching from electricity company or another way to get more out of our panels? (Because now we are not able to use the biggest part of what we produce because we are at work). -       Please provide the date, technician’s name and contact details that will visit with us as you mentioned in your response to the Revdex.com.  In addition, can we have the date and time he will be coming to educate us. -       We need to have more security/assurance for the future for how communication will go.  A least 3 points of contact, each with a good phone to call and an email. These contacts need to include one contact to assist with technical problems and one for general problems. -       What is the APP for Iphone for the monitoring of the panels? Can you grant us access? Based on the following we would like a signed written undertaking that all the above concerns will be addressed to our satisfaction failing which, we feel that this contract is not in our best interests and we would be better off without it.Regards, [redacted]

We think we must have misunderstood the nature of [redacted]'s complaint. We thought she was disputing her contract, which we have on file, but if she has a loan for solar work, that is a different story. We don't have record of ever having installed anything on her home, which means she did in fact cancel her project. If she still has a loan, that must have been an administrative oversight and can be refunded once we see documentation or speak to the lender. We have reached out to [redacted] in an attempt to get to the bottom of the issue, and left a voicemail. We will try again until we can get a hold of her and come up with a resolution.

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.
Regards,
[redacted]

Please consider that my company will agree to resolve your matter if you and your husband will pay $1,225.00 for the products other than solar panels; $4,000.00 for the removal of the existing panel system; and $2,000.00 for a re-stocking fee of the solar system.  The total is $7,225.00.  If you reject this offer of settlement, the offer is no longer valid. My company will refund the balance of your loan to [redacted] if you accept. I’m sorry. I forgot to include that you must re-pay the $1,000.00 rebate you received. The offer to settle is $8,225.00.  Please let me know your thoughts.   Regards,     [redacted]

Regardless of all the rest, the complaint is about the advance taken to fund the project before it was cancelled. In fact, this has been 100% refunded. We are always in communication with [redacted] about pending refunds, and we give them transaction dates for anything that needs to be refunded. This advance happens to have been scheduled for today, and it was transacted this morning.

Complaint: [redacted]
I am rejecting this response because:my main issue is double paying for solar and Cps bills. Is that going to be address or not? I expect a simple response with a yes or no answer with a brief explanation along with the action taken....I should no be paying around 250-300.00 dollars between solar and cps bills...
Thank you,
[redacted]

[redacted] My colleague and I had the opportunity to speak with your husband regarding this matter. The department we are employed under handles customer service after installation and any problems before install would be handled by your region manager. Regardless, we wanted to make sure that this...

was taken care of for you. To my knowledge they completed the final inspection today and your panels have been confirmed to be on. If you could let me know if this not the case I would really appreciate it. Thank you for your time and patience.  [redacted]

We have confirmed that [redacted]'s rebate check was missed and needs to be mailed to him. We will make sure it's cut and mailed next week. A customer service rep will be in touch with him today to make sure he has her contact information and can call back if he has any further questions or concerns....

She will also update him the day it is cut next week so he can keep an eye on the mail.

[redacted]Thank you for taking the time to address your concerns, I appreciate it. I want to start off by apologizing for the experience you've had with our company thus far. The experience you described is not what we aim for and is not acceptable to us. Since early October we began making changes...

within the company. Your salesman, [redacted], is no longer with us. Nevertheless, that's not an excuse for the lack of communication. I oversee Customer Relations so feedback from customers such as yourself is what I rely to make the changes necessary to prevent these issues from reoccurring. I logged into our monitoring system and was able to see that your system IS working. Last month you produced almost 400 kWh which is great for January, one of the worst months for production. I'm not sure what current plan you are on but a buy back program isn't always best. Often, companies will raise the price you pay for consumption in order to buy back your energy. We help enroll customers in this plan, if available, if the benefit outweighs the risk. I have already requested that one of my colleagues speak with you directly in order to determine if you're on the best plan or if there would a better suited plan for you. Additionally, even if you're not on a buy back program that doesn't mean you won't benefit from it. Lets say your bill said you used 2100 kWh, and your monitoring system shows your produced 400 kWh, what that means is that really, you used 2500 but 400 of that came from your panels. Often, customers will bring up savings when they're system is showing to be working perfectly and producing good amounts (this usually happens during high usage months such as winter) and this is because they're personally using more. The panels can only produce electricity, it's not going make your bill go higher. Any rise in consumption can only be attributed to personal use. You have only had your panels a short time and there isn't enough data to see if you're saving or not. We do a Savings Analysis at the one year mark. We compare one year of usage prior to installation again one year of usage after installation. The reason we do an entire year is because there will be fluctuations in production on account of the weather changes. Some months you'll produce even more than estimated which should help with the months you didn't save as much. Given that your monitoring system is showing that your panels are producing a good amount during low production months, it's not necessary to send a crew out to make sure your system is working. Also, from my administrative account I'm able to see that all panels are producing. There are a couple panels that have produced more than others but that is to be expected. Angling and shading have to be taken into consideration. This does not mean the panels are defective by any means.  I have attached to pictures, the first being the summary for the month of January and the second is the layout of your panels and how much each has produced. The bright the blue, the more production. In regards to your check, again I apologize that was not intentional. Our accounting department merely cuts the check, they have no background any customer and I know it was a unintentional mistake. I have already had the current check cancelled and a new one will be issued with the name you listed on the Revdex.com complaint. Please do not hesitate to reach out to me should you have other questions. Email is always best as I'm constantly working with other departments. My email is [redacted]I hope you have a great week, my colleague will be in touch soon to assist with researching alternate plans.All the best,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is only PARTIALLY satisfactory to us.
In addition to the rebate, there are still several outstanding issues/promises that need to be rectified and/or fulfilled before we accept the response entirely.  1) Envismart was to negotiate and switch our electricity provider to one recommended with a buy-back program.  This has not occurred.2) Envismart was to reimburse us for the payments made to Mosaic while the system was not fully installed and functioning properly.  The completion of the installation (including the monitoring of both systems) did not occur until April 4, 2017 and according to your response you agree the system is still not (at least during the measurable time) functioning properly.3) Envismart was to help with negotiating a refinance of the GreenSky and Mosaic loans to avoid higher payments when the promotional period expires.  This is to be fulfilled in the future, however but we do not want it to fall off the spectrum of as it is still part of the agreement made at the time of sale.
Regards,
[redacted]

[redacted]I apologize immensely, that is not the experience we would ever want you to have with us and take these types of complaints very seriously. Someone will be calling you TODAY to answer questions that you have. Additionally, I'd like to know what number you're calling. I've heard from a couple...

of customers that when they call it just rings and doesn't go anywhere from there. I'm going to be enlisting the help of our IT department to investigate this further as this issue needs to be resolved immediately. If you could provide me that number I would greatly appreciate it. If you have not heard from anyone by 2 PM today (12/21/2016) PLEASE let me know. My email is [redacted] ext [redacted]. I'm hoping to get this resolved as soon as today for you, thank you for your complaint and feedback we truly appreciate it. 
[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.
Regards,
[redacted]

[redacted]I would like the opportunity to review your utility bills.  Can you please email me any and all utility bills AFTER your system was turned on?  I need the full bill, not just the statement, so that I can see your consumption and production.  Also, I show that you were set...

up for the solar edge monitoring.  Did you receive an email notification from them?  Please advise. Best Regards,[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.
I would like to say other then this issue with the rebate check, EnviSmart fulfilled their agreement very quickly. And to let everyone know, my January electric bill was $5.21.Thanks [redacted]
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I have had my phone with me and I have had no message left on it from Envismart Rep stating that they were returning my calls  and will need me to call them back or I would have done so immediately. Also may I have a phone number and a single point of contact to resolve this as well as all other issues I may have, being shopped around to different reps is not fun.
Regards,
[redacted]