Executive Valet

October 19, 2016Service RepresentativeRevdex.comRE: ? ? ? ? Complaint ID #: [redacted] We are in receipt of the above-referenced complaint filed by [redacted] assertion that the appropriate options to purchase the system or prepay the agreement were not disclosed is not accurateThe Agreement, which [redacted] 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 [redacted] 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, [redacted] 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 [redacted] 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 [redacted] 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

To Whom It May Concern:We are in receipt of the above mentioned complaint from [redacted] ***.? [redacted] signed a Sunnova agreement on 10/4/for a kilowatt system.? Her solar system installation was completed on 11/10/and due to extenuating circumstances with the utility company, the system has not received permission to operate.? [redacted] is indeed well beyond the average time it takes to get a system turned on, but at no point in the process has Trinity Solar been dishonest with her.? Due to the size of the system, the transformer her home is connected to is unable to support the system.? Therefore, the utility requested an upgrade that they stated would cost $15,707.00.? This request was made by the utility company, not Trinity Solar.? Trinity Solar did not ask the customer to pay for upgrades, as her contract is strictly an agreement to purchase the power that the system produces.? On the contrary, we began to research other options to accommodate the utility’s requirements.? The solution decided upon is a battery bathat will circumvent the need for the upgrades.? This solution had to go through a series of approvals before it could be presented to the customer.? ? The battery has now been ordered, but takes a few weeks to come in.? Once it arrives, Trinity Solar will schedule to install the battery and continue the process to obtain final permissions to turn the system on.? The cost incurred by the additional equipment will be absorbed by Trinity Solar.While the delays encountered during this solar process have been daunting, they were beyond our control.? There is communication with [redacted] logged in our system, but admittedly there was a span of time during which we were working toward a resolution plan that communication on our part was lacking.? Without any information to offer regarding how we could move forward, there was little to communicate.? This left [redacted] feeling out of the loop and wondering what was to come, so for that we sincerely apologize.? One of our Customer Service managers spoke with [redacted] on 4/17/and explained the resolution plan in motion, the timeline involved and personally apologized for the lapse in communication that took place.? Since it is significantly beyond the typical timeline to be functional, once the system is turned on, an evaluation will be done and appropriate compensation will be made to [redacted] for the production loss the delays caused.? We will continue to provide regular updates to [redacted] through the final phases of the process and hope she is encouraged that once the system is up and running, there are many, many years of savings in store for her.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

[A default letter is provided here which indicates your acceptance of the business's response.? If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , I spoke to Trinity and I'm trying to set up a meeting to share the evidence that I have with them? As long as this request is granted and they follow through with their word and honor MrA [redacted] 's agreement then I will consider the matter closed.? Regards, [redacted]

Complaint: I am rejecting this response because: By law I have the right to choose who does the work on my homeI am being forced by [redacted] to either accept a check for the amount they feel is good with no mention of covering additional damage if found or having to use of their contractors who all have poor reviews / ratings from what I have foundAnd Trinity is insisting that their construction crew is the only they are willing to have do the workNo one has formally said that either the indurance or Trinity will cover loss use of propery while repairs ate performedNo one has said they will cover lost wages due to the fact I will have to take a week off of work while repairs are being made.? I contracted with Trinity not RSIIf they decided to sub contract the work out it is their problem, not mineThey are who I signed the contract with they need take responsibility for the damage Regards, Jeffrey L***

[A default letter is provided here which indicates your acceptance of the business's response.? If you wish, you may update it before sending it.] 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] ***

April 5, 2016Ms [redacted] Service RepresentativeRevdex.com RE: Complaint ID #: [redacted] Dear [redacted] Our office is in receipt of the above-referenced complaint filed by [redacted] Trinity Solar has spoken with this customer to address all of the issues cited in the complaint We have reached a resolution and the customer has indicated that they are satisfied.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

November 9, 2017To Whom It May Concern:We are in receipt of the above-referenced complaint filed by [redacted] The installation for this customer commenced on June 16, after the contract was signed on May 16, Trinity Solar was delayed in getting back to the site immediately thereafter due to an industry-wide shortage in module supply as a result of a recent petition filed by [redacted] ***? requesting a tariff be instituted on imported modules.? Although many of our scheduled module shipments were delayed as a result of this industry news, as one of the largest solar installers in the nation, Trinity was able to secure a panel supply from alternate sourcesHowever, it took some time to coordinate the additional shipmentsTrinity Solar was aware of the potential for shipping delays, but we wanted to make sure our customers were still progressing towards their solar installations.? Once the shipments were received, we began the process of reaching out to our customers to schedule for our installation crews to return for installation of the solar panels.? We understand that the delay was frustrating for our customers, as it was for us.? While there are many account entries recording various calls both made and received through the months of May, June, August and recently on October between [redacted] and her company [redacted] , there is a lag in the communication during the delayed installation.? We had little control over when the panels would be available to us, so with lack of information to offer, perhaps [redacted] felt neglected, and for that we apologize.? The installation was completed on August 26, 2017.Upon completion of the installation, updated drawings were made to accommodate the panel change that was made in response to the shortage.? We are required by law to submit these changes to the township for their approval, which was done on September 7, 2017.? There was a lapse in communication through the month of September as well, as we were waiting for the approval to take our next step.? On October 27th, we followed up with the township and they requested an additional change to the final plan draft, which was provided to them on October 30.? The final township approval was received yesterday, November 8, and we are now in the process of coordinating the final township inspections.? As soon as we pass the inspections, we will file the final paperwork with the utility companyOnce the utility grants permission to operate, the system will be turned on.? Despite the delays in getting the system turned on, we are nearing the finish line and have confidence that the long term solar savings coming soon will help relieve any frustrations experienced in the process.? A senior company representative will be reaching out to the customer shortly to assist her with any questions she has during the final phase of her solar process.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 #: [redacted] We are in receipt of the above-referenced complaint filed by [redacted] As far as we can see, Trinity Solar has been responsive to [redacted] 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 [redacted] and the Trinity salesperson conveying feedback from [redacted] 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 [redacted] 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 [redacted] 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 [redacted] 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

September 9, 2015Service RepresentativeRevdex.com RE: Complaint ID #: [redacted] Our office is in receipt of the above-referenced complaint filed by [redacted] ? ? We are working diligently to resolve [redacted] issueWe have recorded several points of contact with the customer over the last several weeks regarding the production issue, and we have dispatched a few technicians to the site to inspect the system.? The most recent site visit occurred yesterday, 9/8/We had a field technician on site all day and identified the problem with one row under producingAfter consulting and troubleshooting with the manufacturer of the inverters, [redacted] our technician made repairs in accordance with the manufacturer suggestionsThe system is currently operating normallyWe are awaiting a new part which will be installed as soon as we receive it from the manufacturer to ensure continual production as expected for the life of the system.? We apologize for any inconvenience or frustration caused for the customerAt Trinity Solar, we pride ourselves on providing an optimal experience for the customer and making solar simple and affordableWe are righting this situation and hope this repairs any damage to our relationship with the [redacted] family.? 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 [redacted] .? A Trinity Solar Consultant approached the home of [redacted] 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

November 10, 2016Service RepresentativeRevdex.comRE: Complaint ID #: [redacted] Dear [redacted] We are in receipt of the above-referenced complaint filed by [redacted] signed an agreement with [redacted] for an estimated monthly cost of $per month for the first year of solar energy productionThat $89.00, however, was contingent upon [redacted] signing up for [redacted] automated paymentsIf [redacted] is receiving a bill for $103.00, we can only assume that [redacted] did not take advantage of the discounted rate for using [redacted] and is instead paying by check for the solar energy.? [redacted] system seems to be producing as expectedSince July, the system has produced 2,kwh’s, which is roughly 42% of the total estimated annual production in just four monthsThis is in line with what we expected.? Regarding the bills [redacted] is receiving from PSE&G, our corporate office is in receipt of an excerpt of a bill from PSE&G for the Abrams’ September usageThis is a marked reduction in the kilowatt hours being billed for in September as opposed to September 2015, and it does seem as though PSE&G is conducting actual meter readings (which would reflect net usage after solar production) rather than estimates (which might not)Jason Kupperblatt, the Operations Manager for Trinity in this area, has been in touch with [redacted] and is working with him to better understand the billsWe are happy to dispatch a service crew if it seems like the system is underproducing and therefore [redacted] needs more power from the utility, but as described above, that does not seem to be the caseThere is a chance that usage is increased from when we were looking at [redacted] ’ usage in 2015.Regarding the overall delays that occurred from installation to getting the system turned on, this was due to difficulties with inspections as a new requirement was being enforcedTrinity had to comply with the new requirements, but that was an unforeseen change that we had to react toThe delays were atypical for us, and since we experienced such difficulties, we are now using a different inspection companyJason K [redacted] had also explained this to [redacted] at the time, and Jason felt that while [redacted] was frustrated, the customer trusted Jason and the Trinity team to keep moving forward, which we didIn order to help alleviate these frustrations, Trinity is also processing a payment to [redacted] in the amount of five hundred dollars ($500.00) to help compensate for the lost solar savings he would have experienced on our timeframes.? 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

November 23, 2015Service RepresentativeRevdex.comRE:Complaint ID #: [redacted] Our office is in receipt of the above-referenced rejection filed by [redacted] ? In reviewing the rejection, we want to make sure [redacted] is satisfied with Trinity’s serviceWe regret that [redacted] feels that the front-end of the process may have been a bit rocky and that after it took a little longer than usual to receive permission to operation from the utility that the system was not immediately operationalHowever, we are glad that he has an excellent relationship with his salesperson, Chris P***, who was able to help resolve any service issues that may have existedWe count on our sales team to maintain ongoing relationships with our customers as a solar system comes with modules that have a 25-year warranty, and we expect to be there for the customer for the warranty duration and beyond? The sales manager had reached out to the customer, and they did not connect [redacted] placed returned calls, and the two were not able to connectThe regional manager reached out again last Friday, and will be calling again todayWe absolutely want to make sure all of Mr [redacted] concerns are addressed.Since October 23, the system has been up and running and generating savings for the customerIn speaking with Chris P***, we learned that [redacted] even posted a positive review on [redacted] and was thrilled to share his low electric billWe always love to see that from our customers!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

February 3, 2016Revdex.com RE: Complaint ID #: [redacted] Our office is in receipt of the above-referenced rejection of our response to a complaint filed by [redacted] We apologize for the inordinate delay and human error that affected [redacted] receipt of the referral paymentsThe checks were mailed on January 22, We show that both checks have been cashed.? Trinity Solar has always generated the majority of our business based on cus***er referrals, and the success of our company depends on providing excellent service and keeping our wordWe are proud of the growth we have experienced in recent years, and we strive to keep our processes as short and efficient as possible even with the added volumeAdmittedly, we still have improvements that need to be made.? We hope that we can repair any damage that may have been done to our relationship with the [redacted] and that they feel comfortable continuing to refer their network so all of their friends and family can experience the benefits of solar energyThe [redacted] will be duly rewarded for any and all referrals they can provide, and we will work to quicken our processing times to alleviate the frustration that generated this complaint.? 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: [redacted] 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 [redacted] 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 [redacted] 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 [redacted] 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, [redacted] ?

February 9, 2018Revdex.comRE:? Complaint ID #:? [redacted] To Whom It May Concern,We are in receipt of the above referenced complaint filed by [redacted] .? 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

The check was put in the mail on Tuesday, 7/19/It is check# ***, and the customer should expect to receive it any day now.?

Complaint: [redacted] I am rejecting this response because: Our solar system is now up and running as of May 21, but I still disagree with Trinity's reasoning that it took eight months to get all the necessary approvals when their salesman said we would be running in mid December of 2017. We are now up and running and that resolves the problem Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because: The customer reps at Trinity told me to call their partners to place the blame on them, on why my solar system was not working for the period of July thru 26, I first called [redacted] , and they agreed it was Trinity Solar's responsibility to monitor my solar system, as stated in my contract with [redacted] They told me it was up to Trinity, not [redacted] , to monitor my systemTrinity then suggested that I call [redacted] , which is the company that supplies the monitoring ? hardware and software for Trinity, to put the blame on [redacted] for not reporting to Trinity, that my system was not working [redacted] told me that it is up to Trinity to monitor their customers solar systems [redacted] said that they supply Trinity with the software and hardware, but it is up to Trinity to establish an alarm system to let Trinity know if my system is not working [redacted] also told me that Trinity contacts [redacted] for troubleshooting situations, NOT to keep track of systems that are not workingAlso, when Trinity finally sent out a service rep to get my system up and running again, he said Trinity definitely should have been alerted the same day when the system was down, and would of known on their end, that something was wrong.So, unless [redacted] and [redacted] are lying to me, or their customer service reps our giving me information, they both said the blame is on Trinity to monitor the systemHowever, I talked to several different customer service reps for both [redacted] and [redacted] , and I doubt that all of them would give me informationEither way, ? Trinity is my MAIN CONTRACTOR, and therefore is responsible for any problems with their productAlso, in my contract with Trinity, it says that they will monitor my system for the next years, ? for any problems with the system working.I'm really annoyed that I had a brand new product, that I had to pay ? for myself , with my 1st monthly payment to my loan to [redacted] I want to be financially compensated for the lost KW money I would have earned from the sunTrinity needs to be responsible, and not put the blame on their partners and subcontractors.? ? ? ? ? Regards, [redacted]

[A default letter is provided here which indicates your acceptance of the business's response.? If you wish, you may update it before sending it.] 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]

December 22, 2016Service RepresentativeRevdex.comRE: Complaint ID #: [redacted] We are in receipt of the above-referenced complaint filed by [redacted] 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 [redacted] , the System Owner as the Power Purchase Agreement (PPA) provider to [redacted] , and [redacted] ***, 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 [redacted] 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 [redacted] 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 [redacted] 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