Hawaii Energy Connection Reviews (%countItem)
Hawaii Energy Connection Rating
Address: 99-1350 Koaha Pl Ste B, Aiea, Hawaii, United States, 96701-5638
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Incompetent install of solar panels, no gaskets or seals around studs drilled into roof rafters . Water leaking through roof at every roof rafter stud installed by ***, Hawaii Energy Connection. Terrible company to do business with. Avoid them and find a more competent company.
Update: After a few month's wait, Kumu Kit came through (put pressure on the panel manufacturer) and replaced my solar panels - they were delaminating. This is a company you can trust to stand behind you.
Kumu/HEC came through. I formerly posted my frustration with the replacement process for my LG panels that had delaminated after 4 1/2 years. Kumu K (Chris and Tanys and a great installation crew) pushed LG and today I got my replacement panels!!! This is exactly why you need a company and reps you can trust to take care of you, good or bad. Kumu K/HEC rocks. ***, U.S. Army Retired/HPD Retired.
No one on the technical service line answers the phone. Does anyone actually work here? I have spent two hours on hold and at the end of each hour it simply disconnects me. They had not problem quickly returning my calls when they needed my credit card information.
Upon receiving *** complaint, I immediately consulted with one of our service technicians to look into this matter. Our technician did reach out to *** and upon several days of phone tags, they were finally able to connect and schedule an appointment to go out to his home to check out his PV monitoring system. Upon research, it was discovered the his monitoring system was offline, although his PV system was still producing energy. Our technician did reset his monitoring system. After backfilling the data when his monitoring system was offline, we discovered that one of his inverters was not working. We did inform *** of this and processed a work order to go out to his home to replace the inverter. We are this time waiting to hear back from *** on a day convenient for him.
Hawaii Energy Connection installed phtotovoltaic systems at my home ***) in 2011 and 2012. About two months ago, two micro inverters in the PV system went out. Micro inverters have a 10 year warranty. I reported it to Hawaii Energy Connection two months ago and they said they would replace the micro inverters when parts arrive from the vendor. In the past two weeks, I have left five phone messages with Hawaii Energy Connection to check on the status of replacement and none of the phone messages was ever returned.
We acknowledged and confirmed that two (2) of Mr. micro-inverters on his PV system had malfunctioned. We did submit a warranty claim with the manufacturer on 9/22/18 on these micro-inverters. On 10/9/18, our technical support department received a call from Mr. inquiring about the inverters and advised him that we were still awaiting the shipment from the manufacturer. Unfortunately, there was a significant backlog on the manufacturer's end in their micro-inverter shipments. Finally, upon receiving the two micro-inverters, we were able to swap them out on Mr. system. Unfortunately, since the duration of the waiting time another inverter had malfunctioned on his system and another warranty claim was submitted. At this time we are awaiting for the arrival of the new micro-inverter. One of our managing partners, Chris D, spoke with Mr. on 12/24/18 and assured him all will be taken care of once we receive the new micro-inverter from the manufacturer.
We had our PV system installed by Kumukit/Hawaii Energy Connection on March 14, 2014. Upon completion we never got our *** set up online, no one ever responded. In July 2018 we noticed our electric bill was increasing even though our usage didn't. When we tried to call Hawaii Energy Connection they said they would have someone call to set up an appointment to service our system. They never did. We followed up with another phone call and was informed that our system was registered mistakenly under someone else and they were going to resolve that problem and get back to us. No one did. On August 10 we stopped by the office to follow up since we hadn't heard back and they again promised to schedule an appt. by the following Monday, Aug. 13. We called again on Aug. 14 after receiving no call and were told someone would reach out to us. Again no one returned our call, we emailed again on Aug 15 and a technician responded and came out on Aug 16. He explained that he needed to get our system connected to our wifi which he did. Being that our system had been offline since installation in 2014, it needed to be updated with our collection data which could take some time. On Aug 20 we contacted the technician again because our *** was offline again and we were still not receiving collection data. He came out and removed the Module for further inspection. In the meantime we were supposed to receive an invitation to create an online account which we never received. We again reached out via email regarding this on Oct. 8, were promised a call back and never got it. We tried again on Oct. 30 and were informed that our situation was forwarded to the owner of the company, but they could not give us a timeframe of when the owner would be contacting us.
Upon receiving the complaint from *** and the Revdex.com on 11/5/18, we immediately looked into this customer's case. We did take notice that he was having issues with his Envoy originating on Aug 16, 2018, but we were able to get his system online and awaited the system to recalibrate and complete the backfill. On Nov 5, 2018, we advised Mr. that he purchase an Enphase Envoy-S replacement to his original Envoy to avoid future issues to his monitoring system. On Nov 9, 2018, we did install the new Enphase Envoy-S into Mr. ACXIS box and notified Enphase to correct Mr. email address and send their welcome email to him. We are expecting that Mr. monitoring system is currently up and running.
Multiple issues including
Customer service
Productivity of product
Faulty equipment
No response to request for assistance
My solar panels consistently do not seem to produce energy as was promised , never really appreciated and decrease in my electric bell , does NOT show ANY kWh production for over a month ,multiple calls and emails to kumu kit without any response . I did receive an email instructing me to go to electric box which I’m not comfortable in there. They were great as salesmen but once system is in don’t expect that niceness or professionalism to lazy . I feel my panels do t work I paid for a product that does not work
Hi, we are currently looking into this complaint and the issues surrounding the increase of her higher utility bills. We will follow up within this week. Thank you.
We had a fire in our home in February of this year so ***. had to shut down all power overnight. At that time, we weren't aware that they also disconnected our PV system. When we moved out of home due to construction I noticed that we weren't receiving credits on our electric bill but
I thought that because we disconnected out internet, it wasn't reading our meter so I let it go. We moved back in July and our internet was back on and I still noticed that electric bill wasn't being credited. I contacted *** on Wednesday, August 1, 2018 inquiring on why we weren't being credited. They told me that my PV system was not working and that I should contact the company that I purchased it from. That same day I called Hawaii Energy Connection - Kumukit and left a message on their trouble call line regarding the issue. Because I did not get a response the next day, I called again and left a message on the trouble call line, sales line and accounting line hoping that someone would respond to my call. I finally got a call from Kyle(sales manager) on Friday afternoon. He tried to trouble shoot over the phone but because I was at work, I had my son who was at home call him. My son was not able to locate the meter box for the equipment so I advised him to tell Kyle if my husband could call him back when he gets done working at 4:00 pm. My husband called him back and left a message. No response received. Because I left work early on Friday, August 3rd, I call Kyle hoping that I would be able to trouble shoot with him over the phone. I then left another message. I called again Monday morning, August 6 leaving a message on the trouble call line and sales line but still no response.
It is proper procedure for the fire department to disconnect the power to home, including the PV system via the Customer Disconnect Switch, so this is likely why the PV system was not working. On August 9, 2018, our support technician Victor *** contacted the customer and that we would have to come out to their home to assess the situation of their PV system. Since our support technicians are based on Oahu, we do schedule once a month a neighbor island visit for troubleshooting. We did schedule a service call to the *** residence for Thursday, August 23rd, but unfortunately due to the approaching of Hurricane Lane, we had to postpone, in which the customer was called on August 21st. We will be in contact with the customer soon to reschedule.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I have reconnected the switch back to on as instructed and PV system is working. Received my latest bill from *** and credits have been applied. I'm still waiting on reschedule on visit to the home to make sure system is working properly.
Sincerely
I have been contacting Hawaii Energy Connection also known as *** to repair my system because it's been down for over 5 days. I have contacted Tech Support on 3 different occasion but keep getting the the run around. My system is less than a year old and is under warranty.
Upon receiving the complaint from the Revdex.com Hawaii, we forward the letter to Leighton A, the manager of our Technical Support & IT department. In conversation with the customer, he assessed the probable cause of Mr. PV system as a blown fuse. He then dispatched our authorized *** installer on Maui (***) and they sent a technician out to the customers home to 10/20/17 to check his system and to make any repairs necessary to get his system running. Mr. system is now up and running. Thank you.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
An inverter in my Kumukit photovoltaic system stopped reporting power production 4/26/17. I reported the problem for repair on 5/19/17 via email. There was no response to my message. I reported the problem again on 6/11/17, 7/31/17 and 8/24/17 and requested a response to my message. During that period a second inverter has stopped reporting power production. I also reported that the breaker for system #1 repeated trips off line for no apperant reason. There has been no response to any of my messages in spite of my requests for a response.
From: ***] Sent: Friday, September 15, 2017 10:27 AMTo: [email protected]: Re: You have a New Message from Revdex.com of Hawaii Regarding Complaint #***On the evening of 9/7/17 Kumukit electircians came to my house to replace the two inverters and fix the problem with the circuit breaker. The system has functioned without a problem for a week now. I will continue to monitor the system for another 27 days.