EnviSmart, LLC

We have made multiple phone calls to the [redacted] family about sending them the subject rebate check. That check dated April 4, 2017 is ready to be mailed priority mail overnight with tracking. The company merely requested that the [redacted] family sign a document that they would not file any more...

complaints about the rebate itself, and that it would cooperate in ending this Revdex.com complaint. A copy of that document was submitted via email to the [redacted] family. To date, despite these numerous phone calls, the company cannot get a return phone call.

[redacted],  I will have [redacted] and [redacted] give you a call this afternoon to discuss the resolution. If you would please provide us with updated contact information, that way we can make sure we are calling the right number. We do apologize for any inconvenience this may have caused. Thank you,

Dear Revdex.com team, We have made contact with [redacted] this afternoon and discussed with him the issues he is having. We have came to the conclusion that we will be addressing the HOA and their claims directly. We have asked [redacted] to give us 24-48 hours to draft up and send a letter to his HOA. We will follow up with both [redacted] and the Revdex.com no later than Thursday May 18th. thank you!

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 have received the phone call today and returned the call from [redacted] todagy, but there is no voicemail setup and would asked that I be contacted via email to expedite this process. I can be reached at [redacted]. The lender is [redacted]. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:This is reply is what my complaint is all about.  I have tried to call twice and sent one email.   I have received to return call or a reply to my email  It is easy and in fact the way they do business which is to say they cant contact me.  Please reply to my email where you can prove that you have tried.  Attached is the approval letter that was received.  How can you say you cant reach me without any proof that you tried.  [redacted] of Envismart is a master and ignoring the customer.  All I need to put this to rest is a LETTER.  Really, just a letter, but apparently this is a bit to much to ask.  
Regards,
[redacted]

Good Morning, We received this complaint and will be attempting to contact the customer this morning. We have actually tried calling [redacted] multiple times last week to confirm that we are mailing his rebate check in the amount of $2,250 and inquire about his marital status, so that we can...

send over the appropriate documents that both parties need to sign. I have the check on my desk, waiting for him to return our calls. In regards to his request for his daughter, I will need more information about that, or need her contact information as well so I can address her concerns separately.  Please let us know what actions need to take place to resolve and close this complaint out today.

Complaint: [redacted]
Thank you for your response and attempt to address our concerns however there are several points that need clarification and/or additional information that perhaps you haven’t been made aware of. In response to your comment that “Your system is producing what it should be for the respective months,” we are not sure what figures you are basing your judgement on.  Did someone come out and assess the system without our knowledge?  We definitely understand the fluctuation in solar production and how cloudy days may affect it, but with a total of 58 panels, there is no way they are all working properly.  Our weather has not been cloudy every day since December 7, 2016 and the lifetime production of our solar to date is only 999 kWh. On January 3, 2017, I received my electric bill for $315 and sent a text message to [redacted] Bongato at 11:17 a.m. with my concerns about low production and he responded at 3:13 p.m. that “Something isn’t right.  I have sent a high priority request to the Branch Manager to get someone out there ASAP.” On January 4th at 3:46 p.m., I texted [redacted] asking for a status update and he responded that “the bulbs just came in and will be in the mail ASAP” and that he again asking the VP about setting up the garage monitoring system install. When I spoke to [redacted] again on January 5, 2017, he asked me to send him photos of the panels as well as our SolarEdge production chart and he agreed that over a 3 week period our system should have generated “thousands of kilowatts, not hundreds.” That evening at 5:50 p.m., I received the following voicemail “Hey [redacted] it's [redacted] I’ve just learned that you’ve got a double payment coming up in a couple days with Mosaic and your electricity bill since your panels are fully up and operational yet I wanted to make sure that I cut you a check for that amount.  Whatever that payment amount is on one of those that we are on the left of the single check obviously, and then you should have been scheduled or will be scheduled shortly…to get that Enviro-solar system set up which is going to allow you to monitor separately on those other eight panels…and obviously those lightbulbs to come with it… so my extension here is 2262. Give me a call if you have any questions and I just need to know the amount actually or what that check needs to be then we can get it for you.” I responded later that evening to the email that [redacted] sent me with the amount of the payment as well as my concern with the system’s lack of production. On Friday, January 6, 2017 at 4:45 p.m., [redacted] called me and said he was scheduling someone to come out and analyze our system to see why it wasn’t producing sufficient energy and advised that we do not switch our energy company until after we have it resolved and the monitoring system for the apartment installed as well. Since then, I texted [redacted] on Thursday, January 12, and Monday, January 16 asking for an update as well as following up with both [redacted] and [redacted] an via email on the 16th but have received no contact from anyone at Envismart since January 6th until I received your response to this complaint. So, for you to say that I have not been ignored and that [redacted] has been in contact with me and that he has “all emails” should be looked into.  There was one email from [redacted] to us on January 5, 2017 and the one voicemail that same day.  That was the end of our communication or any action on his part.  In response to your comments “We cannot do anything regarding your complaint about the monitoring system and that you cannot monitor each individual panels. We are not using that technology at this present time, but it doesn’t inhibit your savings. At this time it is a personal preference that we are not able to satisfy.” This is not what we were told at the point of sale and again when installation was complete and our power was switched over. We do not even have a diagram of our panels that shows if any of them are not working.  This was something we specifically talked about with [redacted] and the technician that went turned our system on, Aaron, said there was another monitoring system used in other projects that has much better monitoring capabilities including placement and production or activity of each panel.

I apologize for any miscommunication and any frustrations said miscommunication may have created. I do want to address your concerns though and before responding I took the time to speak to all employees that have been involved with your account. I was told that you are extremely knowledgeable in...

Solar due to your previous place of residence. With this being said, you will know that there are going to be fluctuations in production hence why we do a review at the 1 year mark. There are times where you will produce less and times where will produce even more than anticipated. This is going to make up for the times you were short. There is no way we can guarantee the exact SAME number of savings each month, we have no control over the weather. Your system is producing what it should be for the respective months. I am confident that as the months go buy and the sun comes out more you will see even more production from your panels and be satisfied. We are more than happy to complete the Savings Analysis at the one year mark however until then any analysis won’t be accurate. We cannot do anything regarding your complaint about the monitoring system and that you cannot monitor each individual panels. We are not using that technology at this present time, but it doesn’t inhibit your savings. At this time it is a personal preference that we are not able to satisfy. I want to address the claims to no communication. [redacted] has been in contact with you, you have not been ignored. He has all emails between your family and himself. He is the VP of Sales so to say you haven’t received a response from the email you sent yesterday is not extremely concerning for me, he doesn’t not have a lengthy turnaround time however sometimes he’s not able to immediately reply as he’s hands on guy, travels around the state to personally meet with customer and ensure any problems were taken care of correctly, and personally makes himself responsible to ensure customer concerns such as yours are resolved. He did promise the $375 to be issued once the EnviroHome was installed which it has not been however this is to be installed today or tomorrow (1/18), weather permitting of course. In regards to your $1500 check, you were instructed that you would receive the check upon installations AND that your account had been fully funded. From there it just has to be processed, it’s not something that will be issued next day after that panels are installed and turned on. In your QC call you stated that you were aware of the process to receive the check, however we should’ve asked you to repeat in detail what you were under the assumption of so we could’ve cleared up any confusion then. [redacted] has made your concerns a very high priority and is holding everyone else responsible to get things done as soon as possible. These matters will be resolved in a timely manner, as I mentioned above the EnviroHome is to installed today or tomorrow weather permitting. Upon installation, [redacted] said he would issue the $375 check. Your $1500 check should be issued soon, I will have someone call you in the next week to give you a date on when it will be issued. Should any other matters come up please feel free to contact me directly at [redacted].

[redacted], I want to start off by apologizing that you are dissatisfied with your service from Envismart thus far. That is not our goal and definitely not something we want to continue. A woman by the name of Julie will be reaching out to you today to schedule a worker to come out and check your...

system. I have to say that a refund is not going to happen, a contract is in place and that is not something that can just be ignored. We will do everything we can to determine what is going on and why your system is not performing as you expected it would. For now, please remit your bills so we can review the data. I will need September 2015 until your most recent bill and will need to be the full, individual bill for each month (not just the first page or second page but all pages of the bill). Should the bills not be submitted I won't be able to determine the amount of savings you've received so far and will not be able to move forward, therefore your cooperation is crucial.We will be in touch soon, have a great day. [redacted]

Complaint: [redacted]
I am rejecting this response because:
Regards,
I did writing this & what was posted to you is true & not from someone else ( NO Sales person is part of this), but from me all the way & all the other places as well, And I ALL so placed my review about them on face book, TRY taking it off of there to . And they have not refunded the money that is a total lie from them, they have not given a date on witch the money will be returned to my account with [redacted] I have talked to [redacted] a few times going on Two months and they have not been cooperating at all! in this. They want to blame others for their wrong doing in all of this I am only doing & saying these things because they are true, I stand by my statement to you that was sent from me. And they are trying to sue my husband for $10,000.                                                                                   Cordially Yours,                                                                               [redacted]

Dear All,After reviewing the customers contract, we were able to submit and send out the customer's HVAC check in the amount of $7500.00 on Thursday, 06/22/2017. If the [redacted] family will confirm when it's received.

Customer relations managers have just been made aware of the situation. They have confirmed that [redacted]’s system repair is in progress. Unfortunately, there was an unforeseen delay in the shipping and receipt of the part needed in order to repair the problem. However, he is now scheduled for...

repair on September 1, and project management has communicated the schedule and process with him. We do apologize that [redacted] has felt communication between himself and the company has been lacking, and we will make sure he is kept in contact with updates and pictures as the repairs progress. Additionally, we have already informed [redacted] he will be compensated for his losses during the time that his system was not functioning properly.

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 sincerely apologize that you are unable to log into the mobile application. If this was something I could fix myself I would definitely do so however we do not own the app or that company/technology. Any issues with the mobile app will need to be resolved directly with that company so they can assist you with troubleshooting. They will have trained experts that will listen to you and ask for the error that you're receiving as well as how to fix it. Again, I apologize that I'm not able to assist with the mobile application. Should you have questions or concerns in the future, please contact me on my cell phone [redacted].Best Regards,[redacted]

[redacted]  You purchased a 14 KW Suniva® system with Solar Edge Monitoring®. That monitoring shows production as follows: December        539.474 KW   (incomplete data because partial month – install on 12.07.2016) January            593.582 KW   (33% of projected KW production) February          873.732 KW   (48% of projected KW production) March              835.627 KW   (to date) (incomplete data because of partial month – projected: 67% days into month of March = projection of 1,247.20 KW = 69% KW production)  14KW x 4.98 peak sun hours (described in detail herein) x 30 days per month / 1000 = 2,091.60 KW (peak); 1,797.10 (projected for industry-wide system losses for soiling, shading, snow, manufacturing imperfections, resistive losses in wiring, resistive losses in connections, light-induced degradation resulting from a new system being broken in, standard variances in a photovoltaic systems, and operational factors).  Month: Peak Sun Hours for 77354:    http://tyconsystems.com/html/nrel_lookup.htm Jan:      3.91     (78% of 4.98 peak sun hours for zip code 77354) Feb:     4.23     (84%) Mar:     4.79     (96%) Apr:     5.45     (109%) May:    5.61     (112%) Jun:      5.64     (113%) Jul:       5.75     (115%) Aug:    5.85     (117%) Sep:     5.47     (109%) Oct:     5.06     (101%) Nov:    4.30     (86%) Dec:     3.78     (75%)   Monthly average:  4.98 peak sun hours Analysis: I have spoken several department heads and executives. We are somewhat concerned because the system has produced at 33%, 48%, and 69% (projected) for the full months of January through March, respectively. We are dubious, though, about acting at this time because November through March, historically, are the worst months of solar panel production. It is our opinion that the sample size is too small at this point to draw any significant conclusions, particularly in light of the fact that: (1) any comparisons are made versus historical climate data; (2) the time of the year; and (3) light-induced degradation. In other words, we want more time to pass, and we want to break the system in, before we make changes. We have gone into detail in the good faith effort to address the concerns expressed by you. Additionally, I have saved you a lot of time by showing you the math we use. In that vein, time is not of the essence because tex. bus. & com. code § 17.565 tolls the relevant statute of limitations, as we don’t even know if anything is wrong yet. Accordingly, we will continue to monitor your system through the Solar Edge Monitoring® portal; however, at this time, we ask that you agree with us (at least, tentatively and temporarily) that the matter is not ripe. A continuation of the KW production pattern we have seen to date will necessitate the company take action promptly. We anticipate, though, a substantial improvement to KW production for your home as we get further into the calendar year 2017. Finally, I will see that the subject rebate check is forwarded to you in the next ten (10) business days.

Better...

Business Bureau:CONDITIONALLY!!!!!
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is CONDITIONALLY satisfactory to me, ONLY if they actually pay the $21,134.50  on 12/11/2017 AND pay  the credit charges that [redacted] has charged the account with. 
Regards,
[redacted]

We have already been in communication with the lender, [redacted], about this. The advance we withdrew to fund [redacted]'s project prior to it being cancelled is in our refund queue. It has been scheduled to be refunded on 12/11/2017. [redacted] has this on their refund list as well.

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]

Revdex.com:
I have been in contact with the company, and are going to get back in touch after the 17th of March.which is 9 days or more.
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]

Complaint: [redacted]
I am rejecting this response because:  I am not accepting that the response alone resolves the complainant however I do want to continue working to try and resolve the complaint.  On Dec 6, 2016 you are right I did receive an email with the link to the program.  Upon making some calls to try and see how to set it up I got no return calls.  I then called Solar Edge and talked to a Tech who then assisted me with setting up the program.About 2 months ago with I began to try and understand the KWh that the system was producing it appeared to be very low so I called and Unvismart sent a Sub Contractor to look at the system.  He rebooted and then advised me that 53 panels were working.  When I asked him what this system should be producing I was told that I would have to contact Envismart.  We did recount the panels on the system and found what should be there 54.  I then was able to reach the Sales man who stated that a panel out would hinder the production.  At that point I continued making calls to try and get someone to help look at the system.  This is where I am still at.  Now that I have the software up and running I have no idea how to read it to determine where the bad panel is.  I did get a call today from Envismart who stated they are sending a person out tomorrow to look at the system.  Hopefully we are moving towards getting this installation closed out.  Time will tell.
Regards,
[redacted]