Executive Valet Inc.

To Whom It May Concern:Trinity Solar is in receipt of the above-captioned complaint from *** *** ***? This customer signed his *** Lease Agreement on 1/19/for a 15.635kW solar system.? Installation of this system began on 3/26/18.? ? Trinity Solar is taking ***
*** complaint including specific allegations very seriously, however Trinity Solar does believe there may be some misunderstandings on the customer’s part.? There are primary rate options available to customers who are considering a solar lease option.? The first option does not include an annual escalatorBecause the lease does not adjust for standard inflation and cost increases the initial monthly payment at the start of the lease is higher than the second option, however, absent a default by the customer, that monthly payment remains the same throughout the term of the lease.? This option limits the energy cost savings at the beginning of the term, however, the savings will generally increase at a higher rate than the second option throughout the course of the lease based upon the average standard utility rate annual increases, for which a general approximate benchmark is between to percent.? The second lease option includes an annual increase to the monthly payment of up to 2.9% (the “Escalator”)Because this lease includes an annual increase to account for inflation and cost increases, the initial monthly payment starts at a substantially lower initial monthly payment.? The benefit of this option is the increased initial savings, but it comes at the cost of reduced savings compared to the first option later in the termHowever, as mentioned earlier, the utility rates generally increase to percent each year, so the expected total savings for both options are expected to increase as compared to the standard utility companyTrinity Solar would like to point out that the very first page of the contract which *** *** signed provides a thorough synopsis of the contract terms including the rate for year one and the escalator.? Trinity Solar is also aware of *** *** issues with landscaping and insulation damage*** *** has been in contact with our subcontractor *** *** *** and Consulting, and it appears *** *** *** and Consulting will be directly addressing these issues.? Finally, *** *** has requested a change to the design of the system based on additional space available to add another panel to increase the system’s production and aesthetics.? Originally this panel was excluded due to a satellite dish installed in the adjacent space.? Following the installation, it became apparent that a panel could be placed in that location without interfering with the satelliteUnfortunately, Trinity Solar was unable to install the additional panel that day because it alters the contract between *** and MrGosciminski, thus a change order is necessary before proceeding to increase or decrease the system sizeAt this time the change order requires a signature from *** *** in order for Trinity Solar to alter the solar energy system.? ? Because *** *** system is not yet activated there is the potential to explore other leasing or purchasing options through ***Trinity Solar would be happy to discuss these options with *** *** should that be preferable for himHe can reach Trinity Solar’s Legal Department at *** *** *** Trinity Solar will also be able to address any other remaining concerns at that time as well

October 19, 2016Service RepresentativeRevdex.comRE: ? ? ? ? Complaint ID #: ***We are in receipt of the above-referenced complaint filed by *** *** *** assertion that the appropriate options to purchase the system or prepay the agreement were not
disclosed is not accurateThe Agreement, which *** *** signs clearly states in Part II, Section (a) (i) that “You have the option to purchase the System at the following times during the Initial Term: Upon the fifth (5th) anniversary of the In-Service Date…” In the next section, Section (a) that “At any time during the Initial Term, you can prepay this agreement in full.” It is clear that *** *** can only purchase the system after five years, but he can prepay the rest of his monthly payments in accordance with Section at any timeIn addition to this information being available within the body of the agreement, it is called out in Part I where some main points of the agreement are summarized up front and right by the signature blockPart I states that “The only way to end the Agreement early is if you sell your home or if you purchase the System as described in Part II, Section of the Agreement.” In addition to signing this agreement, *** *** had to complete a verbal validation call with Clean Power Finance (CPF), the System Owner and Agreement provider, where he had to verbally indicate his understanding of the terms of the agreement.? Regarding the issue of snow removal, Trinity Solar has no obligation to provide maintenance on the system after installationThe Solar Provider has an obligation listed in Part II, Section (b) to “maintain the System in good operation condition at our cost and expense,” but Trinity is the installer, not the Solar Provider.? Finally, regarding the fact that *** *** has stopped making his monthly solar payment as per his Solar Power Agreement and would like to have a late fee waived is not a matter for Trinity Solar to addressAs per Part II, Section (b) (ii) of the Solar Power Agreement, “if you fail to make any payment when due, we will impose a late fee of $(or such lower amount as required by law) on any payment we do not receive in full within five (5) days after the due date;” That is a part of the agreement between *** *** and Clean Power Finance through Kilowatt Systems, LLC and does not pertain to Trinity Solar.? Please feel free to contact our office with any additional questions and please confirm in writing that this response is sufficient to close the Revdex.com’s investigation of this Complaint

September 1, 2016Service RepresentativeRevdex.comRE: Complaint ID #: ***We are in receipt of the above-referenced complaint filed by *** *** As far as we can see, Trinity Solar has been responsive to *** *** as we have calls logged through our Customer Care team and a case
open to have a technician go on site to check the systemThere is also email communication between *** *** and the Trinity salesperson conveying feedback from *** the manufacturer of the inverters, that the modules are in fact shaded at 12pmThe salesperson offered to come out to review the shaded areas in questionIf the *** would like to explore options to gain more production, we would be happy to determine with them a tree removal solution to optimize performance.We will follow up with the local office and the sales management teams to make sure that the *** receive ample communication regarding this or any other questions or concerns they may haveTrinity Solar is proud of our customer service and our business was built upon and continues to rely on customer referrals, so we want to make sure every customer is happy with their solar solution and their experience with usWe hope that the *** feel their solar investment has saved them money on their electric bill and helped generate income through the sale of SRECs.? Please feel free to contact our office with any additional questions and please confirm in writing that this response is sufficient to close the Revdex.com’s investigation of this Complaint

Complaint: ***
I am rejecting this response because:It doesn't matter how I respond here, it will only be rebutted with falsitiesWe are headed in the right direction finally now, but there is no excuse for the blatant lies and lack of communicationMy request for a discount stands.?
Regards,
*** ***

December 22, 2016Service RepresentativeRevdex.comRE: Complaint ID #: *** *** ***We are in receipt of the above-referenced complaint filed by *** *** We are working with this customer to complete the necessary service workA ground fault was registered on the
system on November 11, Trinity deployed a service crew within three business daysSince that call, Trinity has been coordinating efforts with ***, the System Owner as the Power Purchase Agreement (PPA) provider to *** ***, and *** ***, the manufacturer of the equipmentWe have made visits to the home in an attempt to repairOn December 13, 2016, we sent out our service team with a replacement inverter received from the manufacturerHowever, while they were there, in communication with *** *** support, it was determined that it was a string issueThey found and fixed the string and the inverter appeared to start up and become fully operationalWhen the solar modules were being reinstalled, the technicians found that one of the panels was shattered around the edge and deemed it need replacing.Since December 13, 2016, the system appeared to be producing on the *** *** monitoring portalHowever, the physical inverter still seems to be displaying a faultThe local Trinity office is in the process of scheduling another service call to inspect and repair the inverter issue as well as replace the damaged module.Trinity Solar will continue to work diligently with the manufacturer to reach a resolutionOur business is founded and sustained upon customer referrals, so we take customer service very seriouslyOur corporate Director of Sales, Phil K*** will be reaching out to the customer to discuss compensation for the lost production from the time the system was granted Permission to Operate by the utility company through the final resolution of this production issue.? Please feel free to contact our office with any additional questions and please confirm in writing that this response is sufficient to close the Revdex.com’s investigation of this Complaint

August 25, 2017Ms*** *** ***VP of ArbitrationRevdex.comRE: Complaint ID #: ***Dear Ms***,We are in receipt of the rejection of our response to the complaint originally filed by *** ***As stated in our original response, the customer is now fully installed and the next step is to coordinate the final township inspectionsAs soon as we pass the inspections, which will not be possible without a properly installed system that passes operational tests, we will file the final paperwork with the utility companyWe are currently waiting on the township to approve the paperwork necessary for inspections to be scheduled.? We must wait for the utility company to grant permission to operateOnce the system is operational, Trinity Solar will monitor for production so we can always be sure the equipment is performing as expectedDespite the longer than average installation duration due to the previously mentioned panel delay, we are confident this customer’s solar system will be granted permission to operate in less time than the industry standard when measuring the time between contract and permission to operateAs soon as the system is operational it will be generating Solar Renewable Energy Credits (SRECs) which will be tradable upon the system owner’s receipt of the certification number from the state of *** ***Every entity involved from the local township to the utility company to the state of *** *** each has their own approval process and timeline to which Trinity must adhere.? The customer has not lost any benefit of referral rewards as Trinity Solar always offers our customers an incentive for referralsShould the customer choose to refer at any time, they would qualify for the referral programTrinity prides itself on excellent customer service and we are looking forward to satisfying this customer so we can enjoy a long-lasting business relationship with them as they enjoy decades of solar energy.? Please feel free to contact our office with any additional questions and please confirm in writing that this response is sufficient to close the Revdex.com’s investigation of this Complaint

Complaint: ***
I am rejecting this response because:No one has contacted me by phone or email regarding my Revdex.com complaint or the damage as listed in the complaintTo say that a phone call or email was made to me regarding this makes me question the honesty and integrity of this companyWhen I was contacted months ago by a customer service representative (at the same cell phone number I have always had) I was told that there were problems with the finance companyI called *** *** and they said it was paperwork delays on Trinity's side but still couldn't give me a valid reason why it was taking so longI called Trinity back and complained over the phone and was told it would be escalated to upper management and I requested a phone call from managementI HAVE NEVER RECEIVED THAT PHONE CALLI HAVE NEVER RECEIVED ANY CALL OR EMAIL AFTER MY COMPLAINT TO THE Revdex.com WAS MADE!!! My wife has also called and made complaints to Trinity since March and every time she was told it would be escalated to managementShe has never received a call back as wellThe only resolutions to our delay Trinity made was to give us more money for each referral for solar we made and then later they stated that they were having problems with *** *** and that they want me to switch to another finance company who they have a long standing relationship withWho is going to refer a company that can't even be honest with a potential customer? If they have a long standing relationship with this other company, why did they push *** *** back in November 2015? Why has no one contacted me to explain this or show me this new finance agreement? Why is there still no real explanation for this delay? I know several people who have had solar panels installed quickly and easily through other solar providersI feel that Trinity has wasted valuable time and deprived us of the economic benefits that they promised us with solarAt this point I have lost all trust in this company and do not want to pursue any continued relationship with themI would like Trinity to remove their system, repair the damage, and return my roof to its pre-existing condition and move forward with a solar provider that will be efficient and honest with their customers.?
Regards,
*** *** ?

Complaint: ***
I am rejecting this response because: We attempted various time to go with TrinityThe last time I called? costumer service the supervisor that day seem annoyedthat I called again, seem like they know it was? xxxxxxx calling them again! and the first thing she said? was her name, and as soon as I said can you repeat your name please? she said " Go ahead right it on your list!!!" unacceptable how they talk to there costumers, after talking for a bit,? she got kind of mellowI didn't grab her name, because that threw me off, I was not expecting ? that at allI have been a manager in a retail store and had work for customer care, and this is NOT the way to treat peopleAnd Eric had called my fiance times after this complaintAND now they want to proceed, they needed a wake up callBut who wants to continue with a company when they disrespect you and never pay attention to your calls and never communicate with you?? I know I don'tAnd we never CX when rates were changed on us, because we never got to make NO DEAL with Trinitynever we got to that point!! so enough with these liesI like to be honest from the beginning .We are trying to go with another company that will treat us with respect and dignitySo what I would ask for this company no to ever contact us for nothingThey are not neededthere are other better competitions out there that are willing to treat people excellent and want to do business with usWe are not the ones losing, they are.thank you, and please no more contact!I want to thank the? Revdex.com for listening to my complaintI very much appreciated.?
Regards,
*** ***?

September 29, 2015Service RepresentativeRevdex.com RE: Complaint ID #: ***Our office is in receipt of the above-referenced complaint filed by *** *** ? *** and *** *** signed a solar agreement with Trinity Solar on July 24, Our office received communication from
the *** on or around August 7, regarding their desire to cancel.? Our office has processed the cancellation request through the sales and accounting teams, and has issued a refund check to the ***The check (#***) was cut on September 28, and is being sent back to the customer via the postal service.? We apologize for the processing delay and any frustration caused to the customerWe regret not being able to enter a longer-term relationship with the ***.Please feel free to contact our office with any additional questions and please confirm in writing that this response is sufficient to close the Revdex.com’s investigation of this Complaint

We are in receipt of the above-referenced complaint filed by *** ***.? A Trinity Solar Consultant approached the home of *** *** to share some information about solar and foster interest in learning more about solar options Trinity has to offer.? Trinity Solar offers what is
marketed in the solar energy industry as “free solar.”? This is a leasing program that utilizes a third-party finance partner which purchases the solar system and has Trinity Solar install that system free of cost to the homeowner.? Without solar, customers are paying for their electricity.? With solar, that does not change, except that whatever electricity is produced by the solar panelsthe customer purchases at a reduced rate.? While this purchase is in a separate bill from the utility company, the amount of energy that would otherwise be purchased from the standard utility is reduced by the amount produced by the solar panelsTherefore, there are no additional costs to the customer when they sign a solar lease contract, and since the installation of the system is entirely free, it is called the “free solar” option.? If there was any misunderstanding that took place during the presentation of this solar program, we sincerely apologize.? Trinity Solar strives to provide a professional experience with clear and accurate information regarding solar and the programs we offer.Please feel free to contact our office with any additional questions and please confirm in writing that this response is sufficient to close the Revdex.com’s investigation of this Complaint

To whom it may concern:Trinity Solar’s Legal Department is in receipt of the complaint filed by *** *** The Legal Department has conducted preliminary research on the matter and will be reaching out to *** ***? Monday, April 23, to discuss potential resolutions to the matter
Trinity Solar come to a resolution on the matter by Friday, April 27,

February 9, 2018Revdex.comRE:? Complaint ID #:? ***To Whom It May Concern,We are in receipt of the above referenced complaint filed by *** ***.? We are pleased to inform you that this issue has been resolved with the customer.? Trinity Solar is scheduled
to make a site visit to the home to check the status of the system and make any repairs that may be necessary.Please feel free to contact our office with any additional questions and please confirm in writing that this response is sufficient to close the Revdex.com’s investigation of this Complaint

August 31, 2017Ms* *** ***Service RepresentativeRevdex.comRE: Complaint ID #: ***Dear *** ***We are in receipt of the above-referenced complaint filed by *** ***The installation for this customer was completed on 5/2/? This solar system was sold by
Trinity Solar, using a loan financing partner called ***? They provide the funding and contract the monitoring process out to *** Energy? If there is a problem with the system, *** should send a work order to Trinity so that we can send a service technician to make the needed repairs? In this case, a service order was not received from Locus, so Trinity was not alerted that the customer had a problem until the customer contacted us directly? The service was out from 7/through 7/28, when the electrician made the repairs? The customer is satisfied with the correction and now understands the monitoring process? It was recommended that the customer reach out to *** to respond to her concerns regarding billing and the lost production time.Regarding the referral payment, the referred customer was installed on 6/19/? Referral payments begin being processed once installation has commenced? Processing for this payment began on 6/and our current processing timeline is 10-weeks? Our accounting department has confirmed that the check will be generated this week.? Please feel free to contact our office with any additional questions and please confirm in writing that this response is sufficient to close the Revdex.com’s investigation of this Complaint

April 5, 2016Ms*** ***Service RepresentativeRevdex.com RE: Complaint ID #: ***Dear Ms* ***Our office is in receipt of the above-referenced complaint filed by *** *** We received the permission to operate notice from the utility company on March 29,
2016.? Trinity Solar takes care of all aspects of the solar installation??"from sale to design to engineering, as well as all applications, installation, and inspectionsAfter an installation is complete, we coordinate the final inspections with the township or permitting authority having jurisdictionDuring the installation, our crew made an adjustment to the electrical connection of our system, so we did need to send an update to our permit and wait for that update to be approved by the township prior to setting inspectionsUpon passing inspections (*** *** inspections passed on 1/25/16), we need to wait for the certificate of approval to be generated by the township and sent to usWe received that certificate on February 1, As soon as we have that in hand, we can submit final applications to the utility company??"we must file with them and receive their approval before a system can be turned onWe submitted our final utility application on February 2, The utility company can take, on average, four to six weeks to receive, review, and approve a final application and grant permission to operate.The customer’s system is now up and running and our customer care team was in communication with *** *** on March 29, 2016.Please feel free to contact our office with any additional questions and please confirm in writing that this response is sufficient to close the Revdex.com’s investigation of this Complaint

January 8, 2016Service RepresentativeRevdex.com RE: Complaint ID #: ***Our office is in receipt of the above-referenced complaint filed by *** ***Trinity Solar has a robust Direct Sales team which canvasses areas door-to-doorAll of our Direct Sales representatives are
licensed with any necessary paperwork filed in a given area, and all are fully vetted and trained by TrinityBecause solar energy is such a complicated and often misunderstood topic, it is important to boil down the facts to easily digestible tidbits while on the front porch and addressing a homeowner.? The pitch that has been designed is not intended to mislead or misrepresent in any way??"we are trying to find a simple way to help a homeowner understand solar when we are knocking on their door out of the blueWe regret that *** *** felt deceived??"and we are especially sorry if a representative from our company delivered any statement incorrectlyWe have taken steps to elevate this incident to the executive level of management and are retraining the specific representative that addressed *** *** as well as instituting retraining efforts for our entire sales team to avoid issues like this in the future.Trinity has been in business in New Jersey for years and we have seen close to 30,homeowners over the yearsWe pride ourselves on our highly trained and professional sales staff and take complaints like this very seriously as we do not want to tarnish our reputation in the state or with the Revdex.com.? As a proposed remedy for *** ***, we would like to offer *** *** a $gift cardWe would love for *** *** to have one of our other sales representatives out to his home to discuss solar with him in depth so he can have all of the facts and a custom proposal for his homeWe understand if *** *** is not amenable to that suggestion, but we would at least like to essentially buy him dinner via this gift card to help correct this situation.? Please feel free to contact our office with any additional questions and please confirm in writing that this response is sufficient to close the Revdex.com’s investigation of this Complaint

Phil K***, our Director of Sales, has been in touch with *** ***The latest correspondence took place today via emailPhil has extended an offer to *** *** in an effort to resolve this complaintTrinity is offering monetary compensation for the delay in experiencing solar savings and also to compensate for the days *** *** took off from workWe are awaiting his response, but we hope this alleviates *** ***' concerns and we can move forward in a long-term business relationship.?

To Whom It May Concern:We are in receipt of the above-mentioned complaint from *** *** *** *** ***.? Installing solar can be a complicated process, and Trinity Solar is proud of how simple we try and make this process for homeownersBefore a solar system can be energized to produce
electricity, you need to obtain various approvals from the finance company who is going to own the system (in the case of a Power Purchase Agreement (PPA) or a lease), the local permitting authority, the utility company, and the state as well as sometimes the Homeowner’s Association (HOA) or other specific agencies on a per-project basis.? Trinity obtained the necessary permitting, utility interconnection, and preliminary state approvals necessary to install the system on the Wolfe’s propertyUpon finishing installation, we had to update the permit we had filed with the township to include some more specifics regarding the structural details of the house and some slight modifications made by the installation team on siteWe have to be sure that the township officials have all of the correct details on the project for their files and for the inspectorsOur update paperwork goes through another review and approval processUpon receiving approval of the updates on 1/17/2018, we were able to schedule final inspections for 2/5/The final inspections passed at that time and then we must wait to receive the final certificate of completion from the township as that must be supplied to the utility company so the utility company can rest assured that the installation was done in accordance with local codes and has passed inspections.We received the certificate of approval on 2/27/At that time, we could normally submit for final approval for Permission to Operate (PTO) from the utility company, but the system owner, IGS Solar, with whom *** *** signed the PPA agreement, required time to receive and review the paperwork as wellIGS Solar is the entity who is purchasing the system and the *** are purchasing the energy the equipment will generate from IGS.? IGS’ review process was longer than expected, so we can agree that the timeline to PTO was elongated by about two monthsTo help satisfy the customer and make up for the delay in energy savings, IGS generously compensated the *** with a $gift cardTrinity Solar was cleared by IGS to submit for PTO for their system on 4/23/Since that date, the utility company has had the final application and paperwork and they are conducting their final reviews and approvalIt is not permissible to operate the solar system until we receive their written approval, which we do believe should be forthcoming based on our observations of their recent approval timelinesHowever, it is out of Trinity Solar’s hands.*** *** did in fact sign off on paperwork with these entities at the point of sale and beyondAttached are the following documents: the PPA between *** *** and IGS, the preliminary utility application that is filed prior to installation, and the final utility application that was signed after the installation and outlines the responsibility to not operate the solar system until receipt of the final interconnection approval from the utility company.? Please feel free to contact our office with any additional questions and please confirm in writing that this response is sufficient to close the Revdex.com’s investigation of this Complaint

July 12, 2016Ms* *** ***
*** ***Revdex.com RE: Complaint ID #: ***
Dear Ms***We are in receipt of the above-referenced complaint filed by *** *** Unfortunately, *** *** is having an issue related to a manufacturer warranty on
equipment that Trinity Solar installed in Because this is a manufacturer warranty claim, this is not a valid complaint against Trinity Solar as **, the manufacturer of the equipment, is not within our control and all warranty claims must be pursued through ***? In respect to *** *** statement that he was told the inverter was on-order, that is absolutely true and we were under the impression that we would be receiving replacement equipment with which we could fulfill the manufacturer’s warrantyHowever, Trinity never received that order.? As an interim solution, our legal team has drafted a letter, which was sent out to *** *** via *** *** *** *** today, July 8, 2016, explaining that *** *** has the option to purchase replacement equipmentShould Trinity be able to secure replacement equipment to fulfill the warranty at a later date, we will reimburse *** *** for the money he spent to purchase the replacement equipmentTrinity Solar is also offering to provide to *** *** upon request reasonable assistance with respect to his pursuit of a warranty claim against GE by providing available substantiating documentation.? We look forward to assisting *** *** in returning his system to full operation, but must do so in accordance with manufacturer warranty claim processes or via a service charge route for non-warrantied inverter replacements.? Please feel free to contact our office with any additional questions and please confirm in writing that this response is sufficient to close the Revdex.com’s investigation of this Complaint

April 15, 2016*** *** ***Service RepresentativeRevdex.com RE: Complaint ID #: ***Dear *** ***Our office is in receipt of the above-referenced complaint filed by *** *** We have been in communication with this customer since December regarding this complaint
In addition to responding to the customers calls into our company, our sales managers have attempted to reach out and have left messages for the customerBased on our solar production monitoring data, the solar electric system is definitely producing energy as anticipatedFor the five full months for which the system has been up and running, it is producing 4-5% better than originally estimated.? That being said, we want to continue to work with this customer to alleviate all concerns he may haveIt seems as though the customer’s usage may have increased, thus causing the increased billsOur customer care representatives have reviewed the electric bills in detail with *** ***We are happy to also send a technician out to the house to investigate further and to try and be a liaison with the utility company, *** *** *** ***, to get a better understanding the usage versus generation on this utility accountUnfortunately, we cannot quite contact *** on the customer’s behalf as they will only provide information to the actual rate payer, but we are happy to conduct a three-way-call or help connect the customer and *** in any way we can*** has full records from Trinity regarding this installation as we got both the requisite pre-installation interconnection application approved, as well as the final interconnection applications approved post-installation*** had issued their notice of Permission to Operate (PTO) in October, which we forwarded to the customer to show that *** recognizes this system and was allowing it to become operationalAccording to bills that we have reviewed, the customer’s meter number is different, which indicates that *** also swapped the meter as a result of the installed solar electric system? Please feel free to contact our office with any additional questions and please confirm in writing that this response is sufficient to close the Revdex.com’s investigation of this Complaint