Initial Business Response /* (1000, 5, 2014/04/08) */
Contact Name and Title: *** ***
Contact Phone: ***-***
Contact Email: ***@hawaiianislandsolar.com
On 8/13/we installed (11)SolarWorld-with M215s to Mr*** ***'s existing (15) PV panels installed in and In
November of it was reported by Enphase the system was not producingWe sent out an electrician on November 29, to establish a connection/ +(web)It wasn't until January we received a call from Mr*** stating that he is unable to monitor his systemWe then sent out the same electrician, January 9, 2014, who determined the customer, needed a new envoyWe contacted Enphase and they let us know they would not be sending a RMA replacement because the customer's Envoy year warranty had already expiredWe then advised the customer that we can replace his Envoy unit, but we will have to charge him $450, the cost of material, due to the expired warrantyOver the phone, Mr*** communicated to us he would let us know what he would like to do going forward and that was the last communication we had from him
Initial Consumer Rebuttal /* (3000, 7, 2014/04/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hawaiian Island Solar's ("HIS") response is not acceptable - particularly with regards to the claim that I had not communicated with them since the replacement cost of $($was the actual number quoted by Mr*** *** as an estimated cost in an earlier email) was made known to me
Specifically, I have an email in which I communicated with a Mr*** ***, salesperson for the company, that spans the period between Dec - to Mar I stated that the $replacement offer was unacceptable - unless that fixed the problemI asked for acknowledgement that if the replacement EMU did NOT fix the problem - that I be refunded the $I asked for a response to that - and I never got oneI would be glad to forward the emailI currently have two phone messages from HIS - one from Mr*** ***, and another from a Ms*** *** - I intend to call them back and see what they have to say
I really don't want to engage in a war of words about who got what emails and made which phone calls - I would rather spend the energy on fixing the problemTo this end, if HIS is offering a replacement EMU for $- that would be acceptable - as long as it is clearly understood that if that does NOT fix the problem, I will not be charged the $450, and that HIS will continue to troubleshoot the problemLet me restate: I will pay the $for a replcement EMU as long as that resolves the problemHIS will take back the replacement EMU - and not charge me $- if it does not fix the problem - and in that case - HIS will will continue to troubleshoot my problem
Aloha,
*** ***
Final Business Response /* (4000, 10, 2014/04/10) */
In Mr***'s previous e-mail, he stated that the charge for the replacement EMU was $We spoke with Mr*** 4/9/and confirmed 4/10/for one of our technicians to come and replace his EMU unitIt was in this phone conversation that we also confirmed the price of $and also that if they EMU unit did not work; we would come and remove it, resulting in no chargesIt is this reason that I do not understand where Mr*** is trying to go with his response addressing $From our phone conversation yesterday, everything was addressed
To confirm, the price for the EMU unit will be $450.00, we are sending out a technician to replace the unitIf in fact the unit does not resolve his problem, we then will return, remove the EMU unit, and refund Mr*** his paymentNowhere did we ever say if the EMU did not work, he would have to still pay the $Furthermore, *** *** is an independent sales representative for Hawaiian Island Solar, not an employee of Hawaiian Island Solar
Thank You
Final Consumer Response /* (2000, 13, 2014/04/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Complaint: ***
I am rejecting this response because regardless of their status (opened or closed), they still owe their customers warranty service on systems they installed
Sincerely,
*** ***
Mr. ***
This is ***, owner of Hawaiian Island SolarThe girls in the office did follow proper protocol by following up with the suppliers and manufactures on the attic fan warrantyAs stated in the first response, they only provided warranties on brand new installs, not motor replacements It is out of their control how long it took for someone on the mianland to get back to them with the proper informationThey also were not trying to get money out of you by informing you of costs, it was just for your information so there were no surprisesI also did phone you twice the evening (October 10, 2014) after the misunderstandingWhen I called, you responded, "you must have the wrong number, because I never called you." We have gone above and beyond to try and help you with this situation, we'd like to move forward continuing to help you, but cannot without your cooperation
Mahalo!
Dear [redacted],
First off I thank you for allowing us the opportunity to shed some light on this case. I personally am the one that [redacted] dealt with on this situation and will provide a timeline of facts as to what happened.
We were called by Virginia State Police on...
February 12th, 2014 to tow the claimant's vehicle out of an embankment on 295 north at the 37 mile marker. The vehicle was down and embankment, lodged on small trees and saplings. Our driver had to use 2 recovery snatch blocks to redirect the car off of the saplings and smalls trees, and relocate his truck multiple times to get the correct angle in the snow so the vehicle would come free and not slide farther down the embankment causing more damage to the vehicle. He was on scene working on the recovery for an hour, before finally getting it loaded on his truck. He reported that in his opinion, it was not drivable, as front bumper was hanging off, and there was an oil leak of some kind on his bed from the vehicle. We have a policy to explain to the owner whether or not the vehicle is legal to drive on Virginia road ways as we have had customers in the past that have left our facility only to be pulled over by another police office who deemed the vehicle illegal or unsafe to drive.
The next day the owner contacted us to come pickup the vehicle. They called at 12:05 pm to inquire about picking up the car. Then [redacted], the claimant's daughter arrived at 3:10 pm after we had closed due to the bad weather (snow) setting in and allowing our employees to get home safely before the roads got too bad. Her and her friends were asked to wait outside the front door and someone would show them to the car. When I went outside [redacted] and her three friends were in our body shop storage lot, walking around looking into cars that were in the storage facility. This area is clearly marked with DO NOT ENTER UNLESS ACCOMPANIED BY DORN'S STAFF MEMBER. They were asked to please leave the lot, and they could follow me to the towing storage lot adjacent.
They followed me to the storage facility at 3:15 pm to look at the vehicle. [redacted] immediately went to the vehicle (inside) while her friends wanted to horseplay around in our yard and have a snowball fight. They also wanted to repeatedly say snide remarks about the fees that were charged for the tow, and how we were trying to rip off their friend, and had zero respect for myself, and my business property, as well as the property of other vehicles that were in storage. They wanted to play around the wrecked vehicles in our yard, and open some of them up to take pictures. They were asked to please stop, and come over to where the vehicle was. [redacted] made an evaluation and spoke with someone on the phone saying it could be driven she thought. She asked my opinion, and as a Transportation Manager, not a body man as the claimant calls me, I made an educated guess based on the front end damage, front fender damage, and report of an oil leak it would not be in their best interest to drive the vehicle out. I relayed this information to [redacted] over her daughter's phone personally.
By 3:30 pm I told [redacted] we needed to head out of the storage yard, as it was sleeting and I didn't want them, or myself to get stuck in the yard. [redacted] then opened her car and opened her truck to get some things out. One of her friends made statement that it was a good thing the cop didn't find the case of beer in the trunk, and they all laughed. We pulled right outside the gate while she attempted to make another call, but her battery had gone dead. I asked her to let me know what she wanted to do as we were closed and trying to leave. She said she wasn't paying another day of storage because we were scared of bad weather and going home. I told her then I was going back to my office out of the weather to just call me and let me know what she wanted to do. Instead of calling as she was told, she came in our building through and employee entrance after trying to come in the main door that was locked. She stated she would be back the next day at 4:00 pm to pick up the car.
The next day, First [redacted] of the Virginia State Police called to speak with me regarding this incident. I spoke with him and explained what had happened the previous day, and went over the bill of charges with him in detail. I explained what all was involved in the recovery of the car from the embankment, and the time it took to do the work. I told him what the charges were we had on the bill, and what the bill would be for them to pick up that day, and he agreed with the charges based on the scope of work, weather conditions, and time of call. He actually said that to him it seemed to be a very reasonable bill based on what was done and he would call the claimant and let them know he found no wrong doing by Dorns.
That afternoon they arrived to pick up the vehicle. They could not show proof of ownership as the registration was in the car. We sent one of our employees down to the vehicle to retrieve the registration card to verify ownership. As he was looking for the registration card, he found a broke cell phone in the floorboard of the car and placed it on the center console. He then came back to the office to give them the registration card.
They paid the bill, and asked to speak with me in regards to the charges. I spoke with them and answered questions she asked about the condition of the vehicle. As I explained to her, I am not a body repair person, I am the transportation manager, so based on what I saw, it was my opinion it was not drivable. She then wanted to continue to try and belittle me about not respecting her daughter. As I responded and told her how disrespectful her daughter and her friends were, at that point she wanted to speak with someone else. She wouldn't let me explain that I have waived 1 day of storage, and reduced the administration fees, reducing her bill by $75.00. Our General Manager [redacted] stepped in and spoke with her and reiterated how disrespectful her daughter was while in our office, and had she not been that disrespectful, we would have worked something out simply as a goodwill gesture. But due to her lack of respect for me, my business, and what we do, he was not going to give any additional concessions. They then decided to leave.
Approximately 10 minutes later they came back in the office claiming that someone from here had stolen a broken phone that was in the vehicle. When we told them that the person who retrieved the registration sat the broken phone on the center console, she immediately then stated "not that phone, it was an [redacted]!" We told her then that we were not falling for that trick. I explained then that her daughter was using an [redacted] with a broken screen to call her the day before from our yard. She then immediately walked out of our office and said "this isn't over".
We are always the one who the customer points the finger at when issues like this arise. The general public does not realize the costs of what we do, nor do they understand what we do. Our equipment costs over $100,000 for a single unit, insurance costs of $5000 per unit, fuel costs, taxes, workers compensation and labor costs have all gone up and have a company that is on call 24 days per day with 30 minute response time is very costly. People now are used to seeing reality based television shows that they see staged cases for television and assume they saw it on television, so now they are an expert in the field. We take pride in what we do as a service to the public, and always try to educate the general public every chance we get so they have a better understanding of why the charges are what they are. In this instance, we were never given that chance as the claimant came in with all intention of arguing and fighting, and not wanting to listen to a reasonable explanation. I hope this clarifies and quantifies what took place regarding the claim. Please feel free to contact me if you have any other questions or concerns as I want to personally see to it that this is dealt with properly.
Sincere Thanks and Best Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
The 6 Year Heater Warranty States that the Storage tank installed shall be guaranteed as to leakage, electrical operation, workmanship and materials for a period of 6 years commencing from the date of installation therefore the the reset circuit should fall under the realm of the electrical operation.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2014/02/21) */
We installed a hot water solar system for [redacted] on 2/26/2010. Our office says the first time they were aware of a service issue needed for Mr [redacted] was on 2/10/14. The employee took a message and forwarded to our scheduler, who...
happened to be out for two days. When our scheduler returned on 2/12/14, she scheduled a service appointment for our first opening we had (2/15/14). When I ([redacted], CFO) first read my email of his concern on 2/12/14, I immediately checked with my schedule to be sure he was scheduled. Because he was already scheduled, I did not return his email due to the fact his problem was taken care of (his complaint was no call back and at the point I read email call was done). On 2/15/14, the owner, [redacted] personally went to his home and replaced the drain valve and a hose cap under warranty. His leak is repaired. [redacted]
Final Consumer Response /* (3000, 7, 2014/02/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I called Hawaiian Island Solar between 2 and 3pm on 2/10/14. I spoke to a man who took my information and told me that someone would contact me "shortly". He never told me that the scheduler was "out". My expectation was that someone would contact me that day, since it was only 2 or 3pm. I waited patiently. Nobody called me on Friday, Saturday, Sunday, Monday, or Tuesday. On Tuesday evening, I called Hawaiian Island Solar again and left an urgent message for someone to call me since I still had a leak and that nobody had contacted me from my initial call from the previous Friday (2/10/14). On Wednesday 2/12/14, I was expecting a call sometime in the morning. When I still hadn't received a call by 11am, I called in yet again (3rd phone call to Hawaiian Island Solar - with ZERO return phone calls). The call was answered by the same man that I spoke to on the previous Friday. I explained that nobody had contacted me, and that I had also left a follow-up message on Tuesday night. He never indicated that the scheduler was "out". He apologized that nobody had contacted me and transferred me directly to the scheduler.
Stating that the scheduler scheduled my service appointment when she returned on 2/12/14 is really stretching the truth. The truth is that I had to call 3 times to get anywhere. Nobody indicated that anyone was out of the office. When I complained that the company failed to respond to my service problem in a timely manner (I waited 4+ days and STILL nobody called me, I had to call back in) nobody told me that anyone was out or sick, or anything. That is when I requested to speak to the owner of the company.
I was given the name [redacted] as the owner of the company and I left a message for her to contact me. She never returned my call. I called again the next day and was transferred to her voicemail and I left another message. Again, no return phone call. I called again and when they tried to transfer me to her voicemail, the voicemail system indicated that it was full and would not record a message. I called back again and let them know that [redacted]'s voicemail was full and it wouldn't take a message. I was given 2 e-mail addresses, one for [redacted] and one that would go to a group of people (including [redacted]) and I sent an e-mail only to [redacted] shortly after lunchtime on 2/13/14. When I didn't receive a reply on the morning on 2/14/14, I sent an e-mail to both [redacted] and to the group address. Both of my e-mails were professional, even though I was very frustrated. A few hours later, someone named [redacted] sent back a 3 line reply, where she asked where I received no help form the company. That was really a poor response. No reasonable person would have been happy if they were in my shoes with a leaking solar water heater and would have certainly been infuriated with an e-mail reply that asked "Where have you received no help?".
This reply to Revdex.com is basically an excuse. The company failed to respond to my original call in a timely manner. Waiting 4 days is more than reasonable. Still nobody returned my call even when I left another message and then I get e-mails back asking where I received no help and accused me of being unprofessional.
On September 3, 2013 [redacted] had (2) Attic Fans motors replaced. He called last week to report one of his motors were not working. The manufacture's warranty states for NEW attic fans a 5 year warranty, their warranty does not state anything about warranties for only fan motor replacement. We...
told him we would follow up with the supplier/manufacture and get back with him. We called both suppliers on island and they had no idea about a warranty for only a fan replacement. We then called the manufacture on the mainland and they took 5 days to get back to us. As soon as they got back to us we called Mr. [redacted] and explained the warranty to him. He cut off our customer service representative each time she tried explaining the manufactures warranty and she couldn't get him to understand the situation so she transferred Mr. [redacted] to me hoping I could calm him down & explain the situation to him. As soon as I picked up the phone he started yelling at me and would not let me explain a thing. I then told him I would get the owner of HIS in contact with him and told him the owners office hours since the owner works in the field. The owner, [redacted], called Mr. [redacted] back twice that afternoon and each time Mr. [redacted] called him Mr. [redacted] told him he didn't know what he was talking about and he never called us. We could no longer help him at that point if he is refusing that he even called our office. I have e-mails from our customer service representative and from the owner of Hawaiian Island Solar stating they tried reaching out to Mr. [redacted] with no luck.
I have used Advanced Plumbing for many different types of plumbing jobs. They always arrive when they say they will, and the work is always done right. Advanced Plumbing is THE BEST plumbing company I have ever dealt with.
Complaint:[redacted]
I am rejecting this response because:
Sincerely,
[redacted] [redacted]
Still more lies first the lady I was talking to when she was telling to pay more money first she hung up on me on our last call when I was done with them. And the owner never did call me at 7 p.m. like I was told. I just hope they don't do this to other customers as I will spread the word best I can with word of mouth. And I don' t lie like this company and the must be ok with it seems he never called at 7 p.m.
Hawaiian Island Solar Inc. has been in bankruptcy since June/July of 2015, and no longer has the facilities, staff or condition to remedy any actions for the Company's businessThank youSent from my [redacted]
As stated in the warranty, a reset button does not fall under warranty because the warranty is from the manufacture for the part if broken, not H.I.S. itself. The reset button was preforming its proper function of switching off; different things could cause this such as power outages. We also send...
out a troubleshooting packet with the warranty that we always suggest the homeowner try before calling.
Our labor is a flat rate of $105 per hour which explained if the work does not fall under warranty.
Initial Business Response /* (1000, 5, 2014/07/11) */
On 5/28/14 Hawaiian Island Solar sent a technician out to repair the area between solar collector and roof that was causing a leak on the customer's home. The repair was made and we informed the customer we would schedule another...
appointment to repair any damages made. There is usually a 2-3 week time frame wait between fixing of leaks and a repair to the damage caused to ensure the leak was properly sealed. We wait for some rain fall and weathering from the sun to make sure the sealant stuck before repairs are made so there isn't continued damage to the new repairs. This was communicated over the phone to the customer. The customer did send in photos of damage via e-mail but you could not see the damages via photo or determine the proper way to make repairs at all over the computer so we scheduled an appointment to have the President of HIS take a look at the damages himself in person. This was also communicated with the customer. It is company policy to give a three hour time frame because we cannot determine driving distance from each job site or predict traffic flow on the island. Also communicated with customer. The date we had scheduled to make repairs, we called in the morning to confirm and the customer said to cancel because her husband made the repair.
Initial Consumer Rebuttal /* (3000, 7, 2014/07/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My husband did repair the ceiling himself because I needed it done already before giving birth. I would like to add that we did not provide the pictures of the damages, I had to wait 3 hours for someone from the company to come to take pictures of the damages that the president did not approve of. Also, the day the president was to come look at the damages, the appointment was at 9 am. I got a call at 930 am saying that the president could not make it and would have to reschedule for the next day. That is when I told them to cancel coming because my husband had already fixed the damages. Poor poor customer service!
Initial Business Response /* (1000, 5, 2014/04/08) */
Contact Name and Title: *** ***
Contact Phone: ***-***
Contact Email: ***@hawaiianislandsolar.com
On 8/13/we installed (11)SolarWorld-with M215s to Mr*** ***'s existing (15) PV panels installed in and In
November of it was reported by Enphase the system was not producingWe sent out an electrician on November 29, to establish a connection/ +(web)It wasn't until January we received a call from Mr*** stating that he is unable to monitor his systemWe then sent out the same electrician, January 9, 2014, who determined the customer, needed a new envoyWe contacted Enphase and they let us know they would not be sending a RMA replacement because the customer's Envoy year warranty had already expiredWe then advised the customer that we can replace his Envoy unit, but we will have to charge him $450, the cost of material, due to the expired warrantyOver the phone, Mr*** communicated to us he would let us know what he would like to do going forward and that was the last communication we had from him
Initial Consumer Rebuttal /* (3000, 7, 2014/04/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hawaiian Island Solar's ("HIS") response is not acceptable - particularly with regards to the claim that I had not communicated with them since the replacement cost of $($was the actual number quoted by Mr*** *** as an estimated cost in an earlier email) was made known to me
Specifically, I have an email in which I communicated with a Mr*** ***, salesperson for the company, that spans the period between Dec - to Mar I stated that the $replacement offer was unacceptable - unless that fixed the problemI asked for acknowledgement that if the replacement EMU did NOT fix the problem - that I be refunded the $I asked for a response to that - and I never got oneI would be glad to forward the emailI currently have two phone messages from HIS - one from Mr*** ***, and another from a Ms*** *** - I intend to call them back and see what they have to say
I really don't want to engage in a war of words about who got what emails and made which phone calls - I would rather spend the energy on fixing the problemTo this end, if HIS is offering a replacement EMU for $- that would be acceptable - as long as it is clearly understood that if that does NOT fix the problem, I will not be charged the $450, and that HIS will continue to troubleshoot the problemLet me restate: I will pay the $for a replcement EMU as long as that resolves the problemHIS will take back the replacement EMU - and not charge me $- if it does not fix the problem - and in that case - HIS will will continue to troubleshoot my problem
Aloha,
*** ***
Final Business Response /* (4000, 10, 2014/04/10) */
In Mr***'s previous e-mail, he stated that the charge for the replacement EMU was $We spoke with Mr*** 4/9/and confirmed 4/10/for one of our technicians to come and replace his EMU unitIt was in this phone conversation that we also confirmed the price of $and also that if they EMU unit did not work; we would come and remove it, resulting in no chargesIt is this reason that I do not understand where Mr*** is trying to go with his response addressing $From our phone conversation yesterday, everything was addressed
To confirm, the price for the EMU unit will be $450.00, we are sending out a technician to replace the unitIf in fact the unit does not resolve his problem, we then will return, remove the EMU unit, and refund Mr*** his paymentNowhere did we ever say if the EMU did not work, he would have to still pay the $Furthermore, *** *** is an independent sales representative for Hawaiian Island Solar, not an employee of Hawaiian Island Solar
Thank You
Final Consumer Response /* (2000, 13, 2014/04/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Complaint: ***
I am rejecting this response because regardless of their status (opened or closed), they still owe their customers warranty service on systems they installed
Sincerely,
*** ***
Mr. ***
This is ***, owner of Hawaiian Island SolarThe girls in the office did follow proper protocol by following up with the suppliers and manufactures on the attic fan warrantyAs stated in the first response, they only provided warranties on brand new installs, not motor replacements It is out of their control how long it took for someone on the mianland to get back to them with the proper informationThey also were not trying to get money out of you by informing you of costs, it was just for your information so there were no surprisesI also did phone you twice the evening (October 10, 2014) after the misunderstandingWhen I called, you responded, "you must have the wrong number, because I never called you." We have gone above and beyond to try and help you with this situation, we'd like to move forward continuing to help you, but cannot without your cooperation
Mahalo!
Dear [redacted],
First off I thank you for allowing us the opportunity to shed some light on this case. I personally am the one that [redacted] dealt with on this situation and will provide a timeline of facts as to what happened.
We were called by Virginia State Police on...
February 12th, 2014 to tow the claimant's vehicle out of an embankment on 295 north at the 37 mile marker. The vehicle was down and embankment, lodged on small trees and saplings. Our driver had to use 2 recovery snatch blocks to redirect the car off of the saplings and smalls trees, and relocate his truck multiple times to get the correct angle in the snow so the vehicle would come free and not slide farther down the embankment causing more damage to the vehicle. He was on scene working on the recovery for an hour, before finally getting it loaded on his truck. He reported that in his opinion, it was not drivable, as front bumper was hanging off, and there was an oil leak of some kind on his bed from the vehicle. We have a policy to explain to the owner whether or not the vehicle is legal to drive on Virginia road ways as we have had customers in the past that have left our facility only to be pulled over by another police office who deemed the vehicle illegal or unsafe to drive.
The next day the owner contacted us to come pickup the vehicle. They called at 12:05 pm to inquire about picking up the car. Then [redacted], the claimant's daughter arrived at 3:10 pm after we had closed due to the bad weather (snow) setting in and allowing our employees to get home safely before the roads got too bad. Her and her friends were asked to wait outside the front door and someone would show them to the car. When I went outside [redacted] and her three friends were in our body shop storage lot, walking around looking into cars that were in the storage facility. This area is clearly marked with DO NOT ENTER UNLESS ACCOMPANIED BY DORN'S STAFF MEMBER. They were asked to please leave the lot, and they could follow me to the towing storage lot adjacent.
They followed me to the storage facility at 3:15 pm to look at the vehicle. [redacted] immediately went to the vehicle (inside) while her friends wanted to horseplay around in our yard and have a snowball fight. They also wanted to repeatedly say snide remarks about the fees that were charged for the tow, and how we were trying to rip off their friend, and had zero respect for myself, and my business property, as well as the property of other vehicles that were in storage. They wanted to play around the wrecked vehicles in our yard, and open some of them up to take pictures. They were asked to please stop, and come over to where the vehicle was. [redacted] made an evaluation and spoke with someone on the phone saying it could be driven she thought. She asked my opinion, and as a Transportation Manager, not a body man as the claimant calls me, I made an educated guess based on the front end damage, front fender damage, and report of an oil leak it would not be in their best interest to drive the vehicle out. I relayed this information to [redacted] over her daughter's phone personally.
By 3:30 pm I told [redacted] we needed to head out of the storage yard, as it was sleeting and I didn't want them, or myself to get stuck in the yard. [redacted] then opened her car and opened her truck to get some things out. One of her friends made statement that it was a good thing the cop didn't find the case of beer in the trunk, and they all laughed. We pulled right outside the gate while she attempted to make another call, but her battery had gone dead. I asked her to let me know what she wanted to do as we were closed and trying to leave. She said she wasn't paying another day of storage because we were scared of bad weather and going home. I told her then I was going back to my office out of the weather to just call me and let me know what she wanted to do. Instead of calling as she was told, she came in our building through and employee entrance after trying to come in the main door that was locked. She stated she would be back the next day at 4:00 pm to pick up the car.
The next day, First [redacted] of the Virginia State Police called to speak with me regarding this incident. I spoke with him and explained what had happened the previous day, and went over the bill of charges with him in detail. I explained what all was involved in the recovery of the car from the embankment, and the time it took to do the work. I told him what the charges were we had on the bill, and what the bill would be for them to pick up that day, and he agreed with the charges based on the scope of work, weather conditions, and time of call. He actually said that to him it seemed to be a very reasonable bill based on what was done and he would call the claimant and let them know he found no wrong doing by Dorns.
That afternoon they arrived to pick up the vehicle. They could not show proof of ownership as the registration was in the car. We sent one of our employees down to the vehicle to retrieve the registration card to verify ownership. As he was looking for the registration card, he found a broke cell phone in the floorboard of the car and placed it on the center console. He then came back to the office to give them the registration card.
They paid the bill, and asked to speak with me in regards to the charges. I spoke with them and answered questions she asked about the condition of the vehicle. As I explained to her, I am not a body repair person, I am the transportation manager, so based on what I saw, it was my opinion it was not drivable. She then wanted to continue to try and belittle me about not respecting her daughter. As I responded and told her how disrespectful her daughter and her friends were, at that point she wanted to speak with someone else. She wouldn't let me explain that I have waived 1 day of storage, and reduced the administration fees, reducing her bill by $75.00. Our General Manager [redacted] stepped in and spoke with her and reiterated how disrespectful her daughter was while in our office, and had she not been that disrespectful, we would have worked something out simply as a goodwill gesture. But due to her lack of respect for me, my business, and what we do, he was not going to give any additional concessions. They then decided to leave.
Approximately 10 minutes later they came back in the office claiming that someone from here had stolen a broken phone that was in the vehicle. When we told them that the person who retrieved the registration sat the broken phone on the center console, she immediately then stated "not that phone, it was an [redacted]!" We told her then that we were not falling for that trick. I explained then that her daughter was using an [redacted] with a broken screen to call her the day before from our yard. She then immediately walked out of our office and said "this isn't over".
We are always the one who the customer points the finger at when issues like this arise. The general public does not realize the costs of what we do, nor do they understand what we do. Our equipment costs over $100,000 for a single unit, insurance costs of $5000 per unit, fuel costs, taxes, workers compensation and labor costs have all gone up and have a company that is on call 24 days per day with 30 minute response time is very costly. People now are used to seeing reality based television shows that they see staged cases for television and assume they saw it on television, so now they are an expert in the field. We take pride in what we do as a service to the public, and always try to educate the general public every chance we get so they have a better understanding of why the charges are what they are. In this instance, we were never given that chance as the claimant came in with all intention of arguing and fighting, and not wanting to listen to a reasonable explanation. I hope this clarifies and quantifies what took place regarding the claim. Please feel free to contact me if you have any other questions or concerns as I want to personally see to it that this is dealt with properly.
Sincere Thanks and Best Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
The 6 Year Heater Warranty States that the Storage tank installed shall be guaranteed as to leakage, electrical operation, workmanship and materials for a period of 6 years commencing from the date of installation therefore the the reset circuit should fall under the realm of the electrical operation.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2014/02/21) */
We installed a hot water solar system for [redacted] on 2/26/2010. Our office says the first time they were aware of a service issue needed for Mr [redacted] was on 2/10/14. The employee took a message and forwarded to our scheduler, who...
happened to be out for two days. When our scheduler returned on 2/12/14, she scheduled a service appointment for our first opening we had (2/15/14). When I ([redacted], CFO) first read my email of his concern on 2/12/14, I immediately checked with my schedule to be sure he was scheduled. Because he was already scheduled, I did not return his email due to the fact his problem was taken care of (his complaint was no call back and at the point I read email call was done). On 2/15/14, the owner, [redacted] personally went to his home and replaced the drain valve and a hose cap under warranty. His leak is repaired. [redacted]
Final Consumer Response /* (3000, 7, 2014/02/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I called Hawaiian Island Solar between 2 and 3pm on 2/10/14. I spoke to a man who took my information and told me that someone would contact me "shortly". He never told me that the scheduler was "out". My expectation was that someone would contact me that day, since it was only 2 or 3pm. I waited patiently. Nobody called me on Friday, Saturday, Sunday, Monday, or Tuesday. On Tuesday evening, I called Hawaiian Island Solar again and left an urgent message for someone to call me since I still had a leak and that nobody had contacted me from my initial call from the previous Friday (2/10/14). On Wednesday 2/12/14, I was expecting a call sometime in the morning. When I still hadn't received a call by 11am, I called in yet again (3rd phone call to Hawaiian Island Solar - with ZERO return phone calls). The call was answered by the same man that I spoke to on the previous Friday. I explained that nobody had contacted me, and that I had also left a follow-up message on Tuesday night. He never indicated that the scheduler was "out". He apologized that nobody had contacted me and transferred me directly to the scheduler.
Stating that the scheduler scheduled my service appointment when she returned on 2/12/14 is really stretching the truth. The truth is that I had to call 3 times to get anywhere. Nobody indicated that anyone was out of the office. When I complained that the company failed to respond to my service problem in a timely manner (I waited 4+ days and STILL nobody called me, I had to call back in) nobody told me that anyone was out or sick, or anything. That is when I requested to speak to the owner of the company.
I was given the name [redacted] as the owner of the company and I left a message for her to contact me. She never returned my call. I called again the next day and was transferred to her voicemail and I left another message. Again, no return phone call. I called again and when they tried to transfer me to her voicemail, the voicemail system indicated that it was full and would not record a message. I called back again and let them know that [redacted]'s voicemail was full and it wouldn't take a message. I was given 2 e-mail addresses, one for [redacted] and one that would go to a group of people (including [redacted]) and I sent an e-mail only to [redacted] shortly after lunchtime on 2/13/14. When I didn't receive a reply on the morning on 2/14/14, I sent an e-mail to both [redacted] and to the group address. Both of my e-mails were professional, even though I was very frustrated. A few hours later, someone named [redacted] sent back a 3 line reply, where she asked where I received no help form the company. That was really a poor response. No reasonable person would have been happy if they were in my shoes with a leaking solar water heater and would have certainly been infuriated with an e-mail reply that asked "Where have you received no help?".
This reply to Revdex.com is basically an excuse. The company failed to respond to my original call in a timely manner. Waiting 4 days is more than reasonable. Still nobody returned my call even when I left another message and then I get e-mails back asking where I received no help and accused me of being unprofessional.
Hawaiian Island Solar has closed down.
On September 3, 2013 [redacted] had (2) Attic Fans motors replaced. He called last week to report one of his motors were not working. The manufacture's warranty states for NEW attic fans a 5 year warranty, their warranty does not state anything about warranties for only fan motor replacement. We...
told him we would follow up with the supplier/manufacture and get back with him. We called both suppliers on island and they had no idea about a warranty for only a fan replacement. We then called the manufacture on the mainland and they took 5 days to get back to us. As soon as they got back to us we called Mr. [redacted] and explained the warranty to him. He cut off our customer service representative each time she tried explaining the manufactures warranty and she couldn't get him to understand the situation so she transferred Mr. [redacted] to me hoping I could calm him down & explain the situation to him. As soon as I picked up the phone he started yelling at me and would not let me explain a thing. I then told him I would get the owner of HIS in contact with him and told him the owners office hours since the owner works in the field. The owner, [redacted], called Mr. [redacted] back twice that afternoon and each time Mr. [redacted] called him Mr. [redacted] told him he didn't know what he was talking about and he never called us. We could no longer help him at that point if he is refusing that he even called our office. I have e-mails from our customer service representative and from the owner of Hawaiian Island Solar stating they tried reaching out to Mr. [redacted] with no luck.
I have used Advanced Plumbing for many different types of plumbing jobs. They always arrive when they say they will, and the work is always done right. Advanced Plumbing is THE BEST plumbing company I have ever dealt with.
Complaint:[redacted]
I am rejecting this response because:
Sincerely,
[redacted] [redacted]
Still more lies first the lady I was talking to when she was telling to pay more money first she hung up on me on our last call when I was done with them. And the owner never did call me at 7 p.m. like I was told. I just hope they don't do this to other customers as I will spread the word best I can with word of mouth. And I don' t lie like this company and the must be ok with it seems he never called at 7 p.m.
From: Nikki K[redacted] Sent: Monday, April 20, 2015 7:05 AMTo: Revdex.com ComplaintsCc:...
[redacted]Subject: Re: You have a New Message from Revdex.com of Hawaii Regarding Complaint #[redacted] This complaint was paid in full
[redacted]
[redacted]
[redacted]
[redacted]
[redacted] [redacted]Aloha, Dear Administtrator,...
Hawaiian Island Solar Inc. has been in bankruptcy since June/July of 2015, and no longer has the facilities, staff or condition to remedy any actions for the Company's businessThank youSent from my [redacted]
As stated in the warranty, a reset button does not fall under warranty because the warranty is from the manufacture for the part if broken, not H.I.S. itself. The reset button was preforming its proper function of switching off; different things could cause this such as power outages. We also send...
out a troubleshooting packet with the warranty that we always suggest the homeowner try before calling.
Our labor is a flat rate of $105 per hour which explained if the work does not fall under warranty.
Initial Business Response /* (1000, 5, 2014/07/11) */
On 5/28/14 Hawaiian Island Solar sent a technician out to repair the area between solar collector and roof that was causing a leak on the customer's home. The repair was made and we informed the customer we would schedule another...
appointment to repair any damages made. There is usually a 2-3 week time frame wait between fixing of leaks and a repair to the damage caused to ensure the leak was properly sealed. We wait for some rain fall and weathering from the sun to make sure the sealant stuck before repairs are made so there isn't continued damage to the new repairs. This was communicated over the phone to the customer. The customer did send in photos of damage via e-mail but you could not see the damages via photo or determine the proper way to make repairs at all over the computer so we scheduled an appointment to have the President of HIS take a look at the damages himself in person. This was also communicated with the customer. It is company policy to give a three hour time frame because we cannot determine driving distance from each job site or predict traffic flow on the island. Also communicated with customer. The date we had scheduled to make repairs, we called in the morning to confirm and the customer said to cancel because her husband made the repair.
Initial Consumer Rebuttal /* (3000, 7, 2014/07/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My husband did repair the ceiling himself because I needed it done already before giving birth. I would like to add that we did not provide the pictures of the damages, I had to wait 3 hours for someone from the company to come to take pictures of the damages that the president did not approve of. Also, the day the president was to come look at the damages, the appointment was at 9 am. I got a call at 930 am saying that the president could not make it and would have to reschedule for the next day. That is when I told them to cancel coming because my husband had already fixed the damages. Poor poor customer service!