GCI Solar LLC

Hello,
We had been working with this customer in resolving his issues, we offered a very reasonable settlement that he had did not want to accept.  He had increased his electrical consumption and does not want to believe it, he was also not on TOU (time of use) rate with his utility...

provider.  We had told him that he needs to be on TOU and he was upset that we did not change his billing rate with SCE, we had told him we cannot change billing rates with SCE as per SCE's Policy that only the homeowner or rate payer can do so.  We are still willing to work with him and offer the settlement.
Sincerely,
[redacted]
GCI Solar

Dear Mr. [redacted],Thank you for reach out to us, we are always here to assist you with your questions.  As you are have a contract with Sunnova Lease, you have a production guarantee that will be honored by that leasing company, this case Sunnova who will compensation you on any production...

discrepancies if lower than what was promised on your contract.  To my understanding they are working with you directly with you and at this point we're waiting for Sunnova on next steps.  GCI Solar built the system according to their specifications and guidelines so I would suggest waiting for their feedback.  I would suggest contacting Sunnova for an update and next steps, since we have already communicated with Sunnova on your behalf. Thank you again. Sincerely, [redacted]GCI Solar

Revdex.com:
I have...

reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Mr. [redacted] did NOT say that he would refer to the DNC List BEFORE he cold -called people as far as one thousand miles away to solicit business.  I will therefore make a complaint against GCI with the Federal trade Commission where such complainys reside.  As far as I can tell GCI intends to continue the practice of calling people with whom it has never done business without consulting the DNC List.
Regards,
[redacted]

Dear Ms. [redacted],
 
I am in receipt of your letter dated May 7, regarding the complaint from [redacted], Madera, CA 93636.
 
Since this is the first that we have heard about any issues with his system, I would ask they he reach out to us so we can complete a full...

analysis of his [redacted]ing.  There are numerous factors to be taken in account in which he may not be reaching his projected savings and I would ask that he reach out to Rebekah in our customer service dept. to discuss.
 
Please have him contact Rebekah at ###-###-####
 
Thank you,
[redacted]

Hello,
We have reached out to the customer and tried work in multiple ways to resolve his issue.  He has increased his electricity consumption as indicated on his utility bill thus causing an increase in his electric bill.  As for the TOU billing rate, per the policies of SCE,...

we as the contractor cannot change a homeowner's billing rate, we had instructed the customer to change his rate and indicated that we cannot change his rate for him per the policies of SCE at time of completion of his project.  The design of his system is based on numerous factors that may include but not limited to trees that cause shading, chimney(s) that cause shading and also availability of space on his roof.  We had completed a full study prior to design of his system to maximize his system's production.
Sincerely,
[redacted]
GCI Solar

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Mr. [redacted] obviously does not have any understanding to what has happened with my situation.  GCI representatives ([redacted] and [redacted]) met with me to discuss a way to resolve this.  They offered a monetary payment but I would have had to sign a release indicating I would relieve GCI of any further responsibility for this issue.  There is no way I would ever do that.  GCI just refuses to accept responsibility for their mistakes.  So, the best way to resolve this is to have GCI come and remove their equipment from my home.
Thank you,
[redacted]

Dear Mr. [redacted],   Thank you for your feedback, after an extensive and thorough investigation, we have dealt with the situation in the most serious and judicious way.  This is obvious NOT how we conduct business as we pride ourselves as being a high quality, ethical and...

morally bound organization.  We have reinforced our strict guidelines on customer service and violations of our policies will result in penalties that lead to termination. We apologize for your experience and we will send you a gift card to humbly apologize and thank you for bringing this to our attention.   Sincerely,   [redacted] GCI Solar

Dear Mr. [redacted],
I apologize for the oversight and I will make sure your number is taken out of our system.
Thank you for your feedback.
Sincerely,
[redacted]
GCI Solar

Revdex.com:
I did complain to the FTC about GCI (the FTC is where  DNC complaints are properly filed).  Mr. [redacted] did not say until I rejected his response that he complies with the DNC list.  I told Revdex.com that simply agreeing to not contact ME personally would not be adequate.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
There
is no polite way to say it, much of what is set forth in the response
of GCI Solar is simply not true, and the rest is misleading. 
 
Our electrical consumption has remained very stable for years.  It
is true that our system was supposed to be on Time of Use (TOU) and it
initially was not.  However, as part of our contract with GCI Solar we
signed documents authorizing them to place our system on TOU with
Edison, and they represented in writing that they would do so and then
dropped the ball and did not.
 
More importantly, our system has been inspected by an independent
solar evaluator and expert who inspected the system to see what could
be done to mitigate the problems that we have had.  That evaluator
concluded that our issues were beyond repair, as the system is too
small and is unable to supply enough electricity to meet our needs
based on our history of electrical use over the last five years.  The
system does not produce what GCI represented it would produce, and the
only proper solution would be for GCI to remove its system and for us
to have a competent solar contractor install a system which is properly
sized and adequate for our use based on our historical electrical
consumption. 
 
Last, it is indeed true that GCI Solar did offer to “settle” with
us.  However, that settlement offer was not a fair offer.  They offered
us a minimal amount of money which would not even cover our damages to
date, and in exchange they wanted us to release them from the future
liability they would have when their system fails to produce as they
represented it would over the 25 year life of the system and our solar
lease.  Further, the settlement that they proposed does not address the
core issue: the system that they installed is incapable of producing
sufficient electricity to meet our needs based on our historical,
average use over the last five years and is incapable of producing what
they claimed it would produce (despite the fact that we even paid to add an additional two panels to further cover what was promised to be a zero balance) .  
Regards,
[redacted]

Dear Revdex.com
 
We had offered various opinions but the customer did not want to choose any presented, I will have my team reach one to the customer one more time in an effort of good faith to resolve his complaint
 
Thank you
[redacted]
GCI Solar

Dear Mr. [redacted],
Thank you for reaching out to us, I'm going through our notes and your file and I see a long history list of conversations/communication that we had with you directly.  After our review, we have found that your system is producing at about 97% of the sized...

capacity, with that said you have a production guarantee with the leasing company to get you to the 100% at the 3 year mark.  Your system was designed to have met your needs at the time of sale this was based upon your direct input and thus the system is doing that at 97%.  I understand that you have also contacted the leasing company and they provided you an option to increase your solar system as well.  We are here to help and will continue to do so, please feel free to call our Production Supervisor [redacted] to discuss so she may answer any question and help you with the options provided.
 Thank you again for your business and we look forward to working with you.
Sincerely,
[redacted]
GCI Solar

Hello, I had filed a complaint on 4/9/2014 against GCI Solar (#[redacted]). I have noticed that my complaint says that it is assumed resolved. I am not sure what I did to make the assumption of a resolved issue. This case has not been resolved and they are not planning to resolve it to my knowledge. They are not responding to my e-mails or phone calls. Can you please help me to understand how I can keep this complaint open? Thanks Mr. [redacted]

Dear Ms. [redacted],I apologize for the inconvenience, we have take your name and number out of our system and will not be contacting anymore.Thank you for your understanding and input.Sincerely,[redacted]GCI Solar

Dear Mr. [redacted],
In reviewing the documentation of your project, the correct billing rate is vital in getting you the savings that you would see.  Please note, SCE has a strict policy of only having the homeowner change their billing rate, at one time they allowed third parties to submit requests but ultimately needed the homeowner's direct confirmation and permission to changing over to Time Of Use (TOU).  As for your system placement and installation quality,  I've spoken with the service organization that did the system check for your solar, they had a disgruntled rogue employee that had been making inaccurate and false statements thinking it would damage their reputation.  This employee has been disciplined and apologized for making these statements.  Again, we are willing to work with you on your billing issue but first and foremost we need your help to get you on Time Of Use (TOU billing with SCE).
I thank you for your business and look forward to resolving this issue, please feel free to contact Rebekah at ###-###-#### as she is handling your file.
Sincerely,
[redacted]

Dear Mr. [redacted],I apologize for the miscommunication, we will immediately take your information out of our system. Thank you for your feedback and we're happy that you have gotten solar to help with our environment and to save you money.Sincerely,[redacted]GCI Solar

Dear Mr. and Mrs. [redacted],
 
Thank you for input but I'm a bit confused on your complaint as I checked your file where it was noted that we had spoken with you and determined you were very happy with everything with our company.  It was noted that you had significantly...

increased your electricity consumption/usage from the historical data/previous electrical bills used from which your electrical solar system was desgined upon.  My records indicated that you wanted to purchase additional solar modules to offset the increased electricity usage and a quote was given.
 
I will have my customer service supervisor reach out to you to resolve any miscommunication.
 
Thank you again for your input and business
 
Sincerely,
 
[redacted]
GCI Solar

Dear Mr. [redacted],
Thank you for reaching out to us, obviously there's still some confusion on how to understand your solar system and more importantly the left over utility bill true up.  According to our notes, the $493 is the annual true up bill and NOT the left over monthly bill, thus...

your monthly average utility bill is around $41, this would include taxes, tariffs and some additional consumption.  Based upon this fact, it looks like your system is doing very well.  I will have our Production/Customer Service Supervisor reach out to you again to help you navigate and understand your billing process.
Thank you again and we value your business
Sincerely,
[redacted]
GCI Solar

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Dear Mr. [redacted],
 
Thank you for reaching out to us, I see we are already working with you on your billing review and need you to supply your PG&E bills from the last year.  Upon receipt of the requested information, we will promptly do a billing analysis and proceed accordingly thereafter.  If the system was not size properly we will definitely take ownership and make any necessary corrective actions.  If we find that you’re on the wrong billing rate we will inform you of that so you can make the adjustment with PG&E.  Bottom-line we are here to help and will continue to provide the assistance to guide you through these issues.
 
Thank you again for your business and please kindly follow up with [redacted] with your utility bills
 
Sincerely,
 
[redacted]
GCI Solar