Mrs. [redacted],We apologize for any issues you have realized regarding the installation of your solar system.Our goal is to understand and resolve the issues you are facing.We propose that we send out an independent 3rd party electrician to assess the issues and understand the true root cause and...
correct.Please reach out to our office ###-###-#### and we'll coordinate with you.
Revdex.com:
Based on communication received from Mr[redacted]: From: [redacted]
[mailto:[redacted].[redacted]@horizonsolarpower.com]
Sent: Friday, October 13, 4:PM
To: [redacted], [redacted] <[redacted][email protected]>
Subject: RE: [External] RE: Pool Pump issue - home address [redacted] Lane, [redacted]
Good Afternoon Mrs[redacted],
I apologize for the delay but we will be replacing your Pool
Pump free of Charge plus a pool clean after pump is installed. The Pool Cowill be out there on 10/21/to take care of
your pumpPlease send me the bill for the extra pool cleaning
If you have any other question's please feel free to call me
at any time.
Have a great weekend ??
[redacted]I accept the offer with the understanding that - acceptance is dependent upon completion of (1) repairs and (2) reimbursement for expenses are fulfilled to my satisfactionI would like to thank Mr[redacted] for the attention that he has granted this case and look forward to its closure.Thank you Revdex.com[redacted]
Initial Business Response /* (1000, 19, 2016/05/23) */
Regarding Revdex.com Case #XXXXXXXX
Upon receiving this request on 3/9/16 we immediately placed this homeowner and there address on our "DO NOT KNOCK" list and will not longer be sending representatives to your home. We have never had any...
previous issues with the representative who knocked Mr. Roszaks door, we addressed the issue directly with our employee and brought it up as a way to train our entire staff to always be mindful of our future clients privacy and requests to be removed from any future field marketing efforts.
We do continues weekly training with our field marketing staff and make sure each employee exemplifies respect and trust at every door. W take Mr. [redacted] complaint seriously and will use this unique instance as a way to improve our process and overall staff training. We wish this homeowner well - if they they would like to reach out directly, please feel free to contact the Director of Business Development at XXX-XXX-XXXX or at [redacted]@horizonsolarpower.com
Initial Consumer Rebuttal /* (2000, 21, 2016/05/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We had another Horizon Solar empolyee knock on our door less than a week after I filed this complaint, so although I'm not convinced that we have been added to a "Do Not Knock" list as the company claims, I will chalk that up to a delayed response unless it happens again, in which case I will reopen my claim. The [redacted] office, with whom I also filed a claim, informed me that they are investigating multiple similar privacy violation claims against Horizon Solar and may take action against them, so hopefully the company will reform its practices one way or another.
Thanks to Revdex.com for its help in this matter.
Mrs. [redacted],We have connected directly with you to understand a resolution path.Please let us know if we can be of any further service.Best,Horizon Management Team.
Thank you for your feedback. Horizon Solar Power is committed to compliance. To this end, please find the following: 1. Do Not Call Policy (attached) 2. DNC Status - your phone number has been added to our internal DNC list. 3. You can continue to mail us at the following: Horizon Solar Power...
– 27368 Via Industria #101, Temecula, CA 92590 or emailing are business development director, [redacted] @ [redacted]@horizonsolarpower.com We apologize but we have not received any correspondence from you in the past otherwise we would have DNC'd you sooner per your request. Again, our apologies for the inconvenience. Thank You, [redacted]
Initial Business Response /* (1000, 8, 2015/05/12) */
Thank you for forwarding the feedback provided by [redacted] regarding Revdex.com Case # XXXXXXXX. Our objective at Horizon Solar Power is to provide solar services to homeowners in and around Southern California with the highest degree of...
professionalism. As a proud Revdex.com member since 2010, we encourage all feedback from our customers, both positive and negative, in an effort to promote our commitment to quality customer service. Our company adheres a strict policy to maintain best telecommunication practices out of respect for our potential customers. We have reviewed this case and have investigated the incident thoroughly, as is the case with any issue regarding sales and service.
Management has taken the necessary steps to resolve the issue by reviewing our database and confirming the permanent removal of these contact numbers. Customer satisfaction is our main priorities at Horizon Solar Power. When a client wishes not to be contacted, we will respect their wishes and will remove them immediately from our registered lists to make certain they are not contacted in the future. Our sincerest apologies for any inconvenience our solar outreach has caused and wish you all the best. For any further questions please contact our Customer Care team directly at XXX-XXX-XXXX.
We appreciate the opportunity to work directly with Mr [redacted] on resolving complaint directly. We worked with customer too properly map our their solar system. Client received email notification from monitoring company (enlighten website) with directions for him to log in and monitor...
his
system.All issues have been resolved to customers satisfaction, we thank this customer for their business and opportunity to resolve complaint.
Final Consumer Response /* (2000, 11, 2015/08/18) */
As of today 07/27/15 I have received 2 separate emails stating that they will be sending me a check this week. I will look in my mail box.
Initial Business Response /* (1000, 5, 2016/05/13) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@horizonsolarpower.com
Regarding Case #XXXXXXXX
We empathize with this complaint and have taken appropriate action to remove this homeowners name...
from our internal database permanently. Upon committee review we show our solar adviser took appropriate action in removing Ms [redacted] from our system at initial time of request.
Our company respects the rights and privacy of all homeowners and practices a proactive do not call policy. We train all staff regularly to listen and be compassionate in instances where a homeowner could not benefit from energy savings and has no need for rooftop solar.
We take this and all complaints seriously, we will use this reminder to continue improving and become better at serving our community with clean less costly horizon solar power.
If homeowner would like to speak to us directly, please contact [redacted], our Business Development Director, at XXX-XXX-XXXX or email [redacted]@horizonsolarpower.com
Initial Consumer Rebuttal /* (2000, 7, 2016/05/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We empathize with this complaint and have taken appropriate action to remove this homeowners name from our internal database permanently. Upon committee review we show our solar adviser took appropriate action in removing Mr [redacted] from our system at initial time of request. Our company respects...
the rights and privacy of all homeowners and practices a proactive do not call policy. We train all staff regularly to listen and be compassionate in instances where a homeowner could not benefit from energy savings and has no need for rooftop solar. We take this and all complaints seriously, we will use this reminder to continue improving and become better at serving our community with clean less costly horizon solar power. If homeowner would like to speak to us directly, please contact [redacted], our Business Development Director, at ###-###-#### or email [redacted]@horizonsolarpower.com.
I am rejecting this response because:
The caulking was knocked loose/broken by the havy hammering from the solar panel installation. We were never made aware of the damage after installation, and the remedial action is a complete fabrication. There was never any caulking applied by Horizon.It's disingenuous to suggest that only a leak directly under the panels could be attributed to the installation and not in an area immediately adjacent placed under severe stress from the installation.Again, not only was there no leak prior to the solar panels, Horizon had a responsibility to make the homeowners aware of pre-existing roof damage. The fact they didn't proves that the damage occurred only as a result of the stress they placed on the roof, including the replacement of clay tiles several feet away from the panels where the crew walked. in fact, the damaged area was used by the crew to rest during the installation .
Initial Business Response /* (1000, 17, 2015/08/10) */
We've researched this customer complaint thoroughly and have made adjustment to our communication process between our customer service and project cancellation teams. We sincerely apologize to this client for the delay in our communication. ...
Our sales representative reached out to this client on two occasions and advised that he made a pricing error on the solar agreement when calculating the price with LG305 solar modules. Our sales rep admitted to the client that he priced the system incorrectly at REC 260 solar module pricing accidentally instead of the proper rate with LG305's. The client insisted that he wanted what was agreed to in the agreement and wanted the LG305's at the incorrectly quoted REC260 pricing. We could not honor this as a company, nor countersign our agreement because it was done incorrectly and the project overall would be done at a loss which is against company policy. Our representative informed the homeowner that the agreement was cancelled prior to installation since it could not meet tolerance at this price. Unfortunately, an honest mistake was made on our company's part and we sincerely apologize for the inconvenience this has caused. Moving forward we will collectively communicate the cancellation on the customer service side more promptly and look to avoid this delay in future projects.
Initial Consumer Rebuttal /* (3000, 19, 2015/08/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No one ever contacted me about the pricing error. In fact I kept calling my contract rep to find out what was taking so long. it wasn't until three months later when I contacted the original sales rep who came to our house and asked him what the hold up was. He had to call around and it was him who told me that contract was cancelled several months ago. The lack of customer support prevented me from getting solar power on my house when I needed it the most before the hot summer months. I would like to know how the sales rep made a pricing error when he was working with his boss and it was his boss who worked out the contract with the larger rated panels.
We've thoroughly reviewed this complaint and have the below findings:On 5-9-16 I received a Field Service Dispatch from Sunrun in
regards to Mr. [redacted]’s roof leak. We sent out 2 service technicians to take a look at Mr.
[redacted]’s roof leak on 5-11-16.
While on sight our service...
technicians noticed that there
was an pre existing open nail hole on the roof, this was right underneath the area that had a lot of brittle
caulking.
When we went into the attic to investigate further, we found that you can actually see light coming from outside into the attic, due
to the brittle caulking.
While on sight, our technicians applied some henrys silicone
sealant to nail hole as a temporary fix until the customer could repair. This was in the area of the affected roof leak. We determined that the leak is from the flashing connecting the two
roof types – not where our solar installation occurred
o Photos
attached show evidence of leak from this area
o Photos
attached show evidence of no leaks for the area under solar
We
I am rejecting this response because the member totally avoided the issue: they used an illegal robo-call systems to call cell phones. This is not an issue of a no call list. The issue is that it is illegal to use robo call machines. Additionally, they were deceptive because they did not use the name of their company on the robo call (because they're ashamed of doing it or trying to hide from the law?). THREE ISSUES1. Robo calling Robocalls are only legal when introduced by a live person unless:
1) You are a member or a client of a company or organization that uses them to
deliver messages (such as an announcement about a sale) or; 2) The police, fire or
emergency service agency uses them to contact you about an emergency. 2. Robocalling a cell phone. 3. not identifying the name of the business in the callI cannot imaging how much more blatantly one can flaunt the spirit and rules of the Revdex.com William Terry [redacted]From the CA PUC website: Robocalls are only legal when introduced by a live person unless:
1) You are a member or a client of a company or organization that uses them to
deliver messages (such as an announcement about a sale) or; 2) The police, fire or
emergency service agency uses them to contact you about an emergency. http://www.cpuc.ca.gov/uploadedFiles/CPUC_Public_Website/Content/Uti...⇄
We want to thank David for bringing his concern to our attention. We've made sure to remove his contact info from our internal databases and wish him the best moving forward.
Dear Revdex.com, Copying the communication sent to the Homeowner: Hello Mr. [redacted],
I write you on behalf of Horizon Solar Power as its
General Counsel. I am in receipt of your
emails in which you are demanding additional panels installed at your home at
no additional cost to you. ...
I am also in
receipt of your original, signed Solar Power Agreement (the
"Agreement"), as well as a Site Energy Production Monitor Report (the
"Monitor Report") of the energy produced at your home for a one-year
period beginning August 17, 2016 and continuing through August 17, 2017.
I would like to direct your attention to the "SYSTEM
SUMMARY" page of the Solar Power Agreement in which the projected 1 Year
Solar Production is clearly stated as "11,506". Your actual generation, based on the
aforementioned Monitor Report, was 11,741.62, or approximately 235 more than
the estimated solar production, per the Agreement you signed. At the bottom of the System Summary page, it
clearly states that this summary includes figures which are "estimates only"
and that they do not "constitute a warranty or guarantee". It continues by saying that "Actual
Experience...may increase or decrease due to a number of factors, including
energy use at your Home".
Lastly, I will direct your attention to Page 11 of the
Agreement, specifically Section 11 with the heading of "LIMITED
WARRANTY". Within that paragraph,
it states that, under the terms of Exhibit A, "There are no other
representations...as to the Fitness For Any Purpose".
Accordingly, Horizon is under no obligation to install
additional, free panels at your home, since your home is not only meeting the
estimated solar production numbers, but is, in fact, exceeding the estimated
production. Horizon is also not legally
responsible for the fact that your energy usage increased.
I trust that this explanation makes sense, and that you
will see that the system is doing exactly what it is supposed to do, and
performing beyond what you contracted for it to do. If, in lieu of paying for overages to the
power company, and assuming you anticipate that you will continue to use
additional power, I'm sure Horizon would be happy to work up a solution for you
involving the installation of additional panels, but that will obviously have
to be an expense that you would cover.
Please let me know if you have any additional questions
or concerns.Dear Mr. [redacted], On behalf of the Horizon Management Team, we apologize for any miscommunication that occurred during the installation of your solar system. We have shown that the installed system has exceeded the estimated performance expectations. We are also happy to review the current usage and add to your solar system at a discounted rate.
Initial Business Response /* (1000, 5, 2015/07/20) */
Hi [redacted],
Here at Horizon Solar Power we strive for excellence in business and training. If we did not place you on our "Do Not Call" registry at your request in a timely manner I sincerely apologize. Please verify the phone number you would...
like removed as well as any other phone numbers you wish to have removed from our outreach list. I will verify your placement on our Do Not Call registry and make sure you are never contacted again.
Thank you
Initial Consumer Rebuttal /* (3000, 7, 2015/07/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We were promised by [redacted] who identified himself as a "Senior Sales Manager" and he promised to have us "removed from their call list last week. We have been called 3 times since then, including today. The instructions on this form say to not include personally identifiable information, so I am not listing our phone numbers as asked by Horizon. Today I provided our phone numbers to [redacted] who identified himself as a Director of Sales.
Final Consumer Response /* (3000, 11, 2015/08/03) */
Thank you Ms [redacted]
Yes, on Monday July 27, Horizon called my wife from a new number that she had not blocked.
Thank you
[redacted]
Hello [redacted],We apologize for
the misunderstanding, and thank you for bringing this concern to our attention.
We have located the miscommunication, and have sent off the item (ipad) to yourself and Bruce. We tried to reach out, but
unfortunately weren't able to make contact. Horizon always...
works hard to keep a high
standard of customer service and we hope that we have done everything needed to
attain that goal. If there are any other concerns please contact us and we
would be happy to help. Feel free to reach out to our Business Development Director at the below contacts if you would like to speak further on this matter, Ruben UgarteDirector of Business DevelopmentO: ###-###-#### | C: ###-###-#### | [email protected]
Horizon Solar Power | 27368 Via Industria #101, Temecula, CA 92590 |
HorizonSolarPower.com
I am rejecting this response because:I don't see the matter as resolved..Permits were NOT ready when the inspector got there.. That put us PAST the deadline, and took 3 weeks to resolve, because paperwork was not properly handled. in that amount of time, my energy bill was high due to hot weather. I had to pay a LARGE electric bill, that should have been covered by my panels, if Horizon had followed proper procedures.Even Nikki's superior, refused to call me back when I called to lodge a complaint! I didn't catch her last name, but I was told her name is Mary. So the lack of communication, goes all the way to the top!VERY poor customer service!! I will NOT reccomend this company to anyone.
Initial Business Response /* (1000, 8, 2015/07/13) */
Contact Name and Title: [redacted] - BDD
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@horizonsolarpower.com
Thank you very much for forwarding the valuable feedback from [redacted] regarding Revdex.com Case # XXXXXXXX. Horizon Solar...
Power has always been a company centered around the customer, and our focus has always been to provide solar services to Southern California residents with respect, clarity, and honesty. As a proud member of the Revdex.com since 2010, we encourage any feedback, both positive and negative, that helps our company pinpoint areas in which we excel, as well as those that need improvement. The information provided in this complaint has gone through a detailed process to diagnose and corroborate the issue, as is the case with any concern involving our sales and service team. This process is an integral part of our company's great effort to remain in full compliance with all telecommunications practices.
All communication is recorded and monitored by our central dialing system. After reviewing this complaint, we have determined that a telemarketer did not act in accordance with our customer contact policy and made multiple calls to this number. Management has taken the necessary steps to resolve the issue, and ensured that the number we have on file has been placed on our internal Do Not Call List. The call team has also been fully informed of the complaint, and every member has reviewed this call log in particular to ensure this customer is not contacted again.
We value the solid relationships we have earned with our customers, so when a client requests not be contacted, we will honor their wishes and will have them removed permanently from our registered lists. Customer satisfaction will remain one of our top priorities, so if you have any questions regarding this issue, please don't hesitate to contact our Customer Care team directly at XXX-XXX-XXXX
Mrs. [redacted],We apologize for any issues you have realized regarding the installation of your solar system.Our goal is to understand and resolve the issues you are facing.We propose that we send out an independent 3rd party electrician to assess the issues and understand the true root cause and...
correct.Please reach out to our office ###-###-#### and we'll coordinate with you.
Revdex.com:
Based on communication received from Mr[redacted]: From: [redacted]
[mailto:[redacted].[redacted]@horizonsolarpower.com]
Sent: Friday, October 13, 4:PM
To: [redacted], [redacted] <[redacted][email protected]>
Subject: RE: [External] RE: Pool Pump issue - home address [redacted] Lane, [redacted]
Good Afternoon Mrs[redacted],
I apologize for the delay but we will be replacing your Pool
Pump free of Charge plus a pool clean after pump is installed. The Pool Cowill be out there on 10/21/to take care of
your pumpPlease send me the bill for the extra pool cleaning
If you have any other question's please feel free to call me
at any time.
Have a great weekend ??
[redacted]I accept the offer with the understanding that - acceptance is dependent upon completion of (1) repairs and (2) reimbursement for expenses are fulfilled to my satisfactionI would like to thank Mr[redacted] for the attention that he has granted this case and look forward to its closure.Thank you Revdex.com[redacted]
Initial Business Response /* (1000, 19, 2016/05/23) */
Regarding Revdex.com Case #XXXXXXXX
Upon receiving this request on 3/9/16 we immediately placed this homeowner and there address on our "DO NOT KNOCK" list and will not longer be sending representatives to your home. We have never had any...
previous issues with the representative who knocked Mr. Roszaks door, we addressed the issue directly with our employee and brought it up as a way to train our entire staff to always be mindful of our future clients privacy and requests to be removed from any future field marketing efforts.
We do continues weekly training with our field marketing staff and make sure each employee exemplifies respect and trust at every door. W take Mr. [redacted] complaint seriously and will use this unique instance as a way to improve our process and overall staff training. We wish this homeowner well - if they they would like to reach out directly, please feel free to contact the Director of Business Development at XXX-XXX-XXXX or at [redacted]@horizonsolarpower.com
Initial Consumer Rebuttal /* (2000, 21, 2016/05/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We had another Horizon Solar empolyee knock on our door less than a week after I filed this complaint, so although I'm not convinced that we have been added to a "Do Not Knock" list as the company claims, I will chalk that up to a delayed response unless it happens again, in which case I will reopen my claim. The [redacted] office, with whom I also filed a claim, informed me that they are investigating multiple similar privacy violation claims against Horizon Solar and may take action against them, so hopefully the company will reform its practices one way or another.
Thanks to Revdex.com for its help in this matter.
Mrs. [redacted],We have connected directly with you to understand a resolution path.Please let us know if we can be of any further service.Best,Horizon Management Team.
Thank you for your feedback. Horizon Solar Power is committed to compliance. To this end, please find the following: 1. Do Not Call Policy (attached) 2. DNC Status - your phone number has been added to our internal DNC list. 3. You can continue to mail us at the following: Horizon Solar Power...
– 27368 Via Industria #101, Temecula, CA 92590 or emailing are business development director, [redacted] @ [redacted]@horizonsolarpower.com We apologize but we have not received any correspondence from you in the past otherwise we would have DNC'd you sooner per your request. Again, our apologies for the inconvenience. Thank You, [redacted]
Initial Business Response /* (1000, 8, 2015/05/12) */
Thank you for forwarding the feedback provided by [redacted] regarding Revdex.com Case # XXXXXXXX. Our objective at Horizon Solar Power is to provide solar services to homeowners in and around Southern California with the highest degree of...
professionalism. As a proud Revdex.com member since 2010, we encourage all feedback from our customers, both positive and negative, in an effort to promote our commitment to quality customer service. Our company adheres a strict policy to maintain best telecommunication practices out of respect for our potential customers. We have reviewed this case and have investigated the incident thoroughly, as is the case with any issue regarding sales and service.
Management has taken the necessary steps to resolve the issue by reviewing our database and confirming the permanent removal of these contact numbers. Customer satisfaction is our main priorities at Horizon Solar Power. When a client wishes not to be contacted, we will respect their wishes and will remove them immediately from our registered lists to make certain they are not contacted in the future. Our sincerest apologies for any inconvenience our solar outreach has caused and wish you all the best. For any further questions please contact our Customer Care team directly at XXX-XXX-XXXX.
We appreciate the opportunity to work directly with Mr [redacted] on resolving complaint directly. We worked with customer too properly map our their solar system. Client received email notification from monitoring company (enlighten website) with directions for him to log in and monitor...
his
system.All issues have been resolved to customers satisfaction, we thank this customer for their business and opportunity to resolve complaint.
Final Consumer Response /* (2000, 11, 2015/08/18) */
As of today 07/27/15 I have received 2 separate emails stating that they will be sending me a check this week. I will look in my mail box.
Initial Business Response /* (1000, 5, 2016/05/13) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@horizonsolarpower.com
Regarding Case #XXXXXXXX
We empathize with this complaint and have taken appropriate action to remove this homeowners name...
from our internal database permanently. Upon committee review we show our solar adviser took appropriate action in removing Ms [redacted] from our system at initial time of request.
Our company respects the rights and privacy of all homeowners and practices a proactive do not call policy. We train all staff regularly to listen and be compassionate in instances where a homeowner could not benefit from energy savings and has no need for rooftop solar.
We take this and all complaints seriously, we will use this reminder to continue improving and become better at serving our community with clean less costly horizon solar power.
If homeowner would like to speak to us directly, please contact [redacted], our Business Development Director, at XXX-XXX-XXXX or email [redacted]@horizonsolarpower.com
Initial Consumer Rebuttal /* (2000, 7, 2016/05/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We empathize with this complaint and have taken appropriate action to remove this homeowners name from our internal database permanently. Upon committee review we show our solar adviser took appropriate action in removing Mr [redacted] from our system at initial time of request. Our company respects...
the rights and privacy of all homeowners and practices a proactive do not call policy. We train all staff regularly to listen and be compassionate in instances where a homeowner could not benefit from energy savings and has no need for rooftop solar. We take this and all complaints seriously, we will use this reminder to continue improving and become better at serving our community with clean less costly horizon solar power. If homeowner would like to speak to us directly, please contact [redacted], our Business Development Director, at ###-###-#### or email [redacted]@horizonsolarpower.com.
I am rejecting this response because:
The caulking was knocked loose/broken by the havy hammering from the solar panel installation. We were never made aware of the damage after installation, and the remedial action is a complete fabrication. There was never any caulking applied by Horizon.It's disingenuous to suggest that only a leak directly under the panels could be attributed to the installation and not in an area immediately adjacent placed under severe stress from the installation.Again, not only was there no leak prior to the solar panels, Horizon had a responsibility to make the homeowners aware of pre-existing roof damage. The fact they didn't proves that the damage occurred only as a result of the stress they placed on the roof, including the replacement of clay tiles several feet away from the panels where the crew walked. in fact, the damaged area was used by the crew to rest during the installation .
Initial Business Response /* (1000, 17, 2015/08/10) */
We've researched this customer complaint thoroughly and have made adjustment to our communication process between our customer service and project cancellation teams. We sincerely apologize to this client for the delay in our communication. ...
Our sales representative reached out to this client on two occasions and advised that he made a pricing error on the solar agreement when calculating the price with LG305 solar modules. Our sales rep admitted to the client that he priced the system incorrectly at REC 260 solar module pricing accidentally instead of the proper rate with LG305's. The client insisted that he wanted what was agreed to in the agreement and wanted the LG305's at the incorrectly quoted REC260 pricing. We could not honor this as a company, nor countersign our agreement because it was done incorrectly and the project overall would be done at a loss which is against company policy. Our representative informed the homeowner that the agreement was cancelled prior to installation since it could not meet tolerance at this price. Unfortunately, an honest mistake was made on our company's part and we sincerely apologize for the inconvenience this has caused. Moving forward we will collectively communicate the cancellation on the customer service side more promptly and look to avoid this delay in future projects.
Initial Consumer Rebuttal /* (3000, 19, 2015/08/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No one ever contacted me about the pricing error. In fact I kept calling my contract rep to find out what was taking so long. it wasn't until three months later when I contacted the original sales rep who came to our house and asked him what the hold up was. He had to call around and it was him who told me that contract was cancelled several months ago. The lack of customer support prevented me from getting solar power on my house when I needed it the most before the hot summer months. I would like to know how the sales rep made a pricing error when he was working with his boss and it was his boss who worked out the contract with the larger rated panels.
We've thoroughly reviewed this complaint and have the below findings:On 5-9-16 I received a Field Service Dispatch from Sunrun in
regards to Mr. [redacted]’s roof leak. We sent out 2 service technicians to take a look at Mr.
[redacted]’s roof leak on 5-11-16.
While on sight our service...
technicians noticed that there
was an pre existing open nail hole on the roof, this was right underneath the area that had a lot of brittle
caulking.
When we went into the attic to investigate further, we found that you can actually see light coming from outside into the attic, due
to the brittle caulking.
While on sight, our technicians applied some henrys silicone
sealant to nail hole as a temporary fix until the customer could repair. This was in the area of the affected roof leak. We determined that the leak is from the flashing connecting the two
roof types – not where our solar installation occurred
o Photos
attached show evidence of leak from this area
o Photos
attached show evidence of no leaks for the area under solar
We
I am rejecting this response because the member totally avoided the issue: they used an illegal robo-call systems to call cell phones. This is not an issue of a no call list. The issue is that it is illegal to use robo call machines. Additionally, they were deceptive because they did not use the name of their company on the robo call (because they're ashamed of doing it or trying to hide from the law?). THREE ISSUES1. Robo calling Robocalls are only legal when introduced by a live person unless:
1) You are a member or a client of a company or organization that uses them to
deliver messages (such as an announcement about a sale) or; 2) The police, fire or
emergency service agency uses them to contact you about an emergency. 2. Robocalling a cell phone. 3. not identifying the name of the business in the callI cannot imaging how much more blatantly one can flaunt the spirit and rules of the Revdex.com William Terry [redacted]From the CA PUC website: Robocalls are only legal when introduced by a live person unless:
1) You are a member or a client of a company or organization that uses them to
deliver messages (such as an announcement about a sale) or; 2) The police, fire or
emergency service agency uses them to contact you about an emergency. http://www.cpuc.ca.gov/uploadedFiles/CPUC_Public_Website/Content/Uti...⇄
We want to thank David for bringing his concern to our attention. We've made sure to remove his contact info from our internal databases and wish him the best moving forward.
Dear Revdex.com, Copying the communication sent to the Homeowner: Hello Mr. [redacted],
I write you on behalf of Horizon Solar Power as its
General Counsel. I am in receipt of your
emails in which you are demanding additional panels installed at your home at
no additional cost to you. ...
I am also in
receipt of your original, signed Solar Power Agreement (the
"Agreement"), as well as a Site Energy Production Monitor Report (the
"Monitor Report") of the energy produced at your home for a one-year
period beginning August 17, 2016 and continuing through August 17, 2017.
I would like to direct your attention to the "SYSTEM
SUMMARY" page of the Solar Power Agreement in which the projected 1 Year
Solar Production is clearly stated as "11,506". Your actual generation, based on the
aforementioned Monitor Report, was 11,741.62, or approximately 235 more than
the estimated solar production, per the Agreement you signed. At the bottom of the System Summary page, it
clearly states that this summary includes figures which are "estimates only"
and that they do not "constitute a warranty or guarantee". It continues by saying that "Actual
Experience...may increase or decrease due to a number of factors, including
energy use at your Home".
Lastly, I will direct your attention to Page 11 of the
Agreement, specifically Section 11 with the heading of "LIMITED
WARRANTY". Within that paragraph,
it states that, under the terms of Exhibit A, "There are no other
representations...as to the Fitness For Any Purpose".
Accordingly, Horizon is under no obligation to install
additional, free panels at your home, since your home is not only meeting the
estimated solar production numbers, but is, in fact, exceeding the estimated
production. Horizon is also not legally
responsible for the fact that your energy usage increased.
I trust that this explanation makes sense, and that you
will see that the system is doing exactly what it is supposed to do, and
performing beyond what you contracted for it to do. If, in lieu of paying for overages to the
power company, and assuming you anticipate that you will continue to use
additional power, I'm sure Horizon would be happy to work up a solution for you
involving the installation of additional panels, but that will obviously have
to be an expense that you would cover.
Please let me know if you have any additional questions
or concerns.Dear Mr. [redacted], On behalf of the Horizon Management Team, we apologize for any miscommunication that occurred during the installation of your solar system. We have shown that the installed system has exceeded the estimated performance expectations. We are also happy to review the current usage and add to your solar system at a discounted rate.
Initial Business Response /* (1000, 5, 2015/07/20) */
Hi [redacted],
Here at Horizon Solar Power we strive for excellence in business and training. If we did not place you on our "Do Not Call" registry at your request in a timely manner I sincerely apologize. Please verify the phone number you would...
like removed as well as any other phone numbers you wish to have removed from our outreach list. I will verify your placement on our Do Not Call registry and make sure you are never contacted again.
Thank you
Initial Consumer Rebuttal /* (3000, 7, 2015/07/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We were promised by [redacted] who identified himself as a "Senior Sales Manager" and he promised to have us "removed from their call list last week. We have been called 3 times since then, including today. The instructions on this form say to not include personally identifiable information, so I am not listing our phone numbers as asked by Horizon. Today I provided our phone numbers to [redacted] who identified himself as a Director of Sales.
Final Consumer Response /* (3000, 11, 2015/08/03) */
Thank you Ms [redacted]
Yes, on Monday July 27, Horizon called my wife from a new number that she had not blocked.
Thank you
[redacted]
Hello [redacted],We apologize for
the misunderstanding, and thank you for bringing this concern to our attention.
We have located the miscommunication, and have sent off the item (ipad) to yourself and Bruce. We tried to reach out, but
unfortunately weren't able to make contact. Horizon always...
works hard to keep a high
standard of customer service and we hope that we have done everything needed to
attain that goal. If there are any other concerns please contact us and we
would be happy to help. Feel free to reach out to our Business Development Director at the below contacts if you would like to speak further on this matter, Ruben UgarteDirector of Business DevelopmentO: ###-###-#### | C: ###-###-#### | [email protected]
Horizon Solar Power | 27368 Via Industria #101, Temecula, CA 92590 |
HorizonSolarPower.com
I am rejecting this response because:I don't see the matter as resolved..Permits were NOT ready when the inspector got there.. That put us PAST the deadline, and took 3 weeks to resolve, because paperwork was not properly handled. in that amount of time, my energy bill was high due to hot weather. I had to pay a LARGE electric bill, that should have been covered by my panels, if Horizon had followed proper procedures.Even Nikki's superior, refused to call me back when I called to lodge a complaint! I didn't catch her last name, but I was told her name is Mary. So the lack of communication, goes all the way to the top!VERY poor customer service!! I will NOT reccomend this company to anyone.
Initial Business Response /* (1000, 8, 2015/07/13) */
Contact Name and Title: [redacted] - BDD
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@horizonsolarpower.com
Thank you very much for forwarding the valuable feedback from [redacted] regarding Revdex.com Case # XXXXXXXX. Horizon Solar...
Power has always been a company centered around the customer, and our focus has always been to provide solar services to Southern California residents with respect, clarity, and honesty. As a proud member of the Revdex.com since 2010, we encourage any feedback, both positive and negative, that helps our company pinpoint areas in which we excel, as well as those that need improvement. The information provided in this complaint has gone through a detailed process to diagnose and corroborate the issue, as is the case with any concern involving our sales and service team. This process is an integral part of our company's great effort to remain in full compliance with all telecommunications practices.
All communication is recorded and monitored by our central dialing system. After reviewing this complaint, we have determined that a telemarketer did not act in accordance with our customer contact policy and made multiple calls to this number. Management has taken the necessary steps to resolve the issue, and ensured that the number we have on file has been placed on our internal Do Not Call List. The call team has also been fully informed of the complaint, and every member has reviewed this call log in particular to ensure this customer is not contacted again.
We value the solid relationships we have earned with our customers, so when a client requests not be contacted, we will honor their wishes and will have them removed permanently from our registered lists. Customer satisfaction will remain one of our top priorities, so if you have any questions regarding this issue, please don't hesitate to contact our Customer Care team directly at XXX-XXX-XXXX