Initial Business Response / [redacted] (1000, 5, 2014/02/21) */ We installed a hot water solar system for [redacted] on 2/26/Our office says the first time they were aware of a service issue needed for Mr [redacted] was on 2/10/The employee took a message and forwarded to our scheduler, who happened to be out for two daysWhen 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 scheduledBecause 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 warrantyHis leak is repaired [redacted] Final Consumer Response / [redacted] (3000, 7, 2014/02/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I called Hawaiian Island Solar between and 3pm on 2/10/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 or 3pmI waited patientlyNobody called me on Friday, Saturday, Sunday, Monday, or TuesdayOn 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 morningWhen 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 FridayI explained that nobody had contacted me, and that I had also left a follmessage on Tuesday nightHe 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/is really stretching the truthThe truth is that I had to call times to get anywhereNobody indicated that anyone was out of the officeWhen 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 anythingThat 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 meShe never returned my callI called again the next day and was transferred to her voicemail and I left another messageAgain, no return phone callI 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 messageI called back again and let them know that ***'s voicemail was full and it wouldn't take a messageI was given e-mail addresses, one for [redacted] and one that would go to a group of people (including ***) and I sent an e-mail only to [redacted] shortly after lunchtime on 2/13/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 addressBoth of my e-mails were professional, even though I was very frustratedA few hours later, someone named [redacted] sent back a line reply, where she asked where I received no help form the companyThat was really a poor responseNo 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 excuseThe company failed to respond to my original call in a timely mannerWaiting days is more than reasonableStill 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
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.SitselfThe reset button was preforming its proper function of switching off; different things could cause this such as power outagesWe also send out a troubleshooting packet with the warranty that we always suggest the homeowner try before callingOur labor is a flat rate of $per hour which explained if the work does not fall under warranty
[redacted] [redacted] Aloha, Dear Administtrator, Hawaiian Island Solar Inchas 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 ***
On September 3, [redacted] had (2) Attic Fans motors replacedHe called last week to report one of his motors were not workingThe manufacture's warranty states for NEW attic fans a year warranty, their warranty does not state anything about warranties for only fan motor replacementWe told him we would follow up with the supplier/manufacture and get back with himWe called both suppliers on island and they had no idea about a warranty for only a fan replacementWe then called the manufacture on the mainland and they took days to get back to usAs soon as they got back to us we called Mr [redacted] and explained the warranty to himHe 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 himAs soon as I picked up the phone he started yelling at me and would not let me explain a thingI 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 fieldThe 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 usWe could no longer help him at that point if he is refusing that he even called our officeI 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
Initial Business Response / [redacted] (1000, 5, 2014/02/21) */ We installed a hot water solar system for [redacted] on 2/26/Our office says the first time they were aware of a service issue needed for Mr [redacted] was on 2/10/The employee took a message and forwarded to our scheduler, who happened to be out for two daysWhen 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 scheduledBecause 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 warrantyHis leak is repaired [redacted] Final Consumer Response / [redacted] (3000, 7, 2014/02/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I called Hawaiian Island Solar between and 3pm on 2/10/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 or 3pmI waited patientlyNobody called me on Friday, Saturday, Sunday, Monday, or TuesdayOn 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 morningWhen 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 FridayI explained that nobody had contacted me, and that I had also left a follmessage on Tuesday nightHe 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/is really stretching the truthThe truth is that I had to call times to get anywhereNobody indicated that anyone was out of the officeWhen 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 anythingThat 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 meShe never returned my callI called again the next day and was transferred to her voicemail and I left another messageAgain, no return phone callI 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 messageI called back again and let them know that ***'s voicemail was full and it wouldn't take a messageI was given e-mail addresses, one for [redacted] and one that would go to a group of people (including ***) and I sent an e-mail only to [redacted] shortly after lunchtime on 2/13/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 addressBoth of my e-mails were professional, even though I was very frustratedA few hours later, someone named [redacted] sent back a line reply, where she asked where I received no help form the companyThat was really a poor responseNo 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 excuseThe company failed to respond to my original call in a timely mannerWaiting days is more than reasonableStill 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
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.SitselfThe reset button was preforming its proper function of switching off; different things could cause this such as power outagesWe also send out a troubleshooting packet with the warranty that we always suggest the homeowner try before callingOur labor is a flat rate of $per hour which explained if the work does not fall under warranty
[redacted] [redacted] Aloha, Dear Administtrator, Hawaiian Island Solar Inchas 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 ***
Hawaiian Island Solar has closed down
On September 3, [redacted] had (2) Attic Fans motors replacedHe called last week to report one of his motors were not workingThe manufacture's warranty states for NEW attic fans a year warranty, their warranty does not state anything about warranties for only fan motor replacementWe told him we would follow up with the supplier/manufacture and get back with himWe called both suppliers on island and they had no idea about a warranty for only a fan replacementWe then called the manufacture on the mainland and they took days to get back to usAs soon as they got back to us we called Mr [redacted] and explained the warranty to himHe 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 himAs soon as I picked up the phone he started yelling at me and would not let me explain a thingI 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 fieldThe 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 usWe could no longer help him at that point if he is refusing that he even called our officeI 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