Revdex.com: I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me at this time Install the panels
Dear [redacted] , We have been communicating with our project management team about your issueWe have been informed that your issue has been resolved and you are up and running nowWe are sorry for the inconvenience we have caused youThank you for bringing this to our attention, if you have any further concerns please feel free to email us directly at [redacted] Thank you,Westhaven marketing team
Thank you for forwarding the *** recent letterPlease note our position has not changed since our first in depth responseWe know the system is under-producing for the contracted amount of 7,kWh and we would like to install the panels (at our cost) to correct thisWe discussed this path forward in a way call with SunPower (the manufacturer) per the *** desireNow the *** only desire to discuss the path forward through the Revdex.comFine. Unfortunately, Mrs*** assumptions continue to be wrong: we are not trying to “manipulate, bully, and coerce her” whatsoeverMy actions following our conference call were in line with what was discussed and agreed upon, and I am only attempting to promptly install the needed panels on the customers roof now that we have identified the needWe cannot be liable for back charges in underproduction beyond the date we offered to install the needed panels while the *** confer with the Revdex.com and their lawyer, and thus block our honest effortMy strong wish I hope you can convey to the customer is to let us promptly install the panels needed to bring production to 7,kWh so we all know the timeline of underproduction and can calculate the additional payment we owe the *** and reimburse themThey can then confer indefinitely with their attorney while meeting the contracted production numbers. I have reached out to the SunPower QC Rep who mediated our only call and asked him for a statement which I believe will support my experience with the ***, and will send it to you once received. Sincerely, *** ***
The contractor changed the contract without our permission by putting all the solar panels on the back of the house instead of adding some panels to the south side of the house as was promised. He wrote a second contract that says with all panels on the back roof we would get more kWh then
the first contract at 8457kWh then kWh as the first contract. In fact we only got from Aug through July 2016. We would like the contractor to add the additional panels to the south side of the house per original contract at no additional expense to us to bring up the kWh to the 8450kWh as was promised in the second contractAlso we do not want the contractor to remove the panels already installed on the back of the roof and leave holes in the roof as he threatened to do at the time of the installation*** and *** ***h
Dear ***, We have been communicating with our project management team about your issueWe have been informed that your issue has been resolved and you are up and running nowWe are sorry for the inconvenience we have caused youThank you for bringing this to our attention, if you have any
further concerns please feel free to email us directly at ***. Thank you,Westhaven marketing team
Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me at this time. Install the panels
I am rejecting this
response because: Though we we have canceled our contract, it was due to WestHaven's dishonest business practices, misrepresention of their product & extremely poor customer serviceFuture customers should be forewarned of what could possibly happen to them if they decide to proceed into a contact with WestHavenThey will waste your time by trying to sell you more product then you needWhen you call them out on their lie, they in turn they blame & lie via text messages, emails & calls, that the utility company is holding your application for months due to 'new regulations'When they knew from the moment they inspected our home they would need to upgrade the MPU PanelUnforunately we found out they were only stringing out the install date in hopes the utility company would approve more panels (Side note - Our utility company cc'd & called us every step of the way on our solar applicationSo we know what we could & could not have in regards to solar panels & MPU Panel)In regards to extremely poor customer service; we always had initiate contact in order to find out the progress of our solar installationWhen we did call, text or emailed, rarely did we receive a call back unless we asked to speak to a Supervisor or ManagerWhen we asked why they never called, we were told that they were currently trying to make changes to their customer service department & we were 'caught in the white wash' during the transitionWe are leaving this complaint with the Revdex.com in hopes we can save other homeowners from months of needless stressHeed our advice & use another solar company that will not lie or waste your time by stringing you along in hopes to make more money off of you
We thank you for bringing this matter to our prompt attention and wouldfirst like to assure all parties that we are willing to make every effortto troubleshoot the underproduction of the customer's solar PV system andmake any needed corrections or compensations necessaryAs this is ourfirst Revdex.com claim in over solar installations, we hope you can pleaseexcuse any formatting errors in this replyWe apologize for our delay dueto complex backend production investigation we have been doing.First things first, we now recognize the system is under-producing, yetneed to send a technician to the residence to troubleshoot the issueIt'sunfortunate that we were not contacted first, as we would have most likelyalready completed this investigative step and be well on our way tocorrectionThus, we seek formal approval from the customer to contactthem directly towards scheduling a site visit and subsequent directcommunications.We understand the customers frustration, however we deny the accusationthat we have acted "unfaithfully", "manipulative", "untrustworthy", or"dishonest." As evidenced by our long history of good standing with theRevdex.com, CSLB, ***, and our healthy customer satisfaction and referralsbehind our steady growth in a young industry, we continue to positivelyeffect our communities with great service and craftsmanship. In such asmall, closed community such as Humboldt County, especially, our yearsof customer satisfaction, speak for itself, where word of unethicalcompanies quickly spread throughout the select small townsWe are of thefirm belief that we are part of a misunderstanding between ourselves andour customer, and now only seek to come to a win/win understanding andresolution.It appears at the core of this misunderstanding is the design changesTobe clear, there were only two designsThe first design had the panelsspread across two roof planesThis was done due to an error by ourdesigner in how they interpreted the roof as seen by *** ***Pleasenote, we, like the rest of our industry, perform preliminary designs of* *** or other drone viewed methodsWe simply cannot visit allsites during the quotation phaseThis preliminary design is often changedby the homeowner, sales consultant, foremen engineers, manufacturer or ourpre-site inspectors, as the *** *** image/data can be out of date orunclear imageryIn this case, the roof penetrations show an odd trail ofdiscoloration proceeding downslope from the penetrationsIn attached(Exhibit A), one can see this discoloration happening, not just betweenthe panels and other pipes of the residence but also the neighbor's homeas wellThe light grey trail was seen as an unknown, and thus thedesigner placed panels on either side of it, causing the displaced panelsto move to the other roof plane.A senior designer caught the mistake, and thus created the second design,moving all panels to the back roof planeThis second design (Exhibit B)is favorable, it produces slightly more energy, more aestheticallypleasing as a symmetrical layout, and when grouped together, fewer roofpenetrations are neededOne can also clearly see the surface irregularityof the color change downslope form the ridge ventPlease note, ***, appears on both, and all, of our designs, as he is the name onrecord with the design software account and it auto-places his nameHewas not the designer for either proposal.Our Foreman showed this updated design to the homeowner (husband) andexplained the benefits stated aboveThis resulted in an updated invoice(see exhibit C) and we discounted the system $for the troubleThecontract was never changed by us without the customer's permission, asthey are claimingAs the homeowner (husband) was concerned about changesin production, and to put those concerns to rest, our Foreman showed him aanalysis report we rarely share with our customers, called a PV SimsreportThis tool shows lab type analysis, not meant to be interpreted as"real world" scenario productionThis report (Exhibit D), which ourcustomer included in their complaint, has been misunderstood in itsnatureIt is not a contractIt was simply intended to show, that in acontrolled situation (no clouds, perfectly clean panels, shading, storms,etc.) the second design (roof plane) actually produces kWh more thanthe first design (roof planes + = 8450)To sum, Design =8,kWh and Design = 8,kWh.The contract is for 7,kWh, not the controlled and perfected PV Simsprojection of 8,kWhThis production number is tied to their panelsin the proposal (Exhibit E)Please note the attached (Exhibit F) primary,and only, signed contract reflecting this agreed production.To close, again we recognize the system is producing under the contracted7,kWhWe seek approval to visit the residence and begin investigationas to why this is happeningThere is nothing unethical in our intentions,whatsoeverUpon proper diagnosis, we are prepared to compensate ourcustomer, however necessary, to quickly solve their understandablefrustration and concernWe hope they can, in return, work with us towardsa mutual understanding and final resolution.Sincerely Yours,*** ***V.P of Operations***
Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me
Once *** got all the facts he worked well to achieve a good out comeThe unit is working fine nowThank you
Revdex.com: I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me at this time Install the panels
Dear [redacted] , We have been communicating with our project management team about your issueWe have been informed that your issue has been resolved and you are up and running nowWe are sorry for the inconvenience we have caused youThank you for bringing this to our attention, if you have any further concerns please feel free to email us directly at [redacted] Thank you,Westhaven marketing team
Thank you for forwarding the *** recent letterPlease note our position has not changed since our first in depth responseWe know the system is under-producing for the contracted amount of 7,kWh and we would like to install the panels (at our cost) to correct thisWe discussed this path forward in a way call with SunPower (the manufacturer) per the *** desireNow the *** only desire to discuss the path forward through the Revdex.comFine. Unfortunately, Mrs*** assumptions continue to be wrong: we are not trying to “manipulate, bully, and coerce her” whatsoeverMy actions following our conference call were in line with what was discussed and agreed upon, and I am only attempting to promptly install the needed panels on the customers roof now that we have identified the needWe cannot be liable for back charges in underproduction beyond the date we offered to install the needed panels while the *** confer with the Revdex.com and their lawyer, and thus block our honest effortMy strong wish I hope you can convey to the customer is to let us promptly install the panels needed to bring production to 7,kWh so we all know the timeline of underproduction and can calculate the additional payment we owe the *** and reimburse themThey can then confer indefinitely with their attorney while meeting the contracted production numbers. I have reached out to the SunPower QC Rep who mediated our only call and asked him for a statement which I believe will support my experience with the ***, and will send it to you once received. Sincerely, *** ***
The contractor changed the contract without our permission by putting all the solar panels on the back of the house instead of adding some panels to the south side of the house as was promised. He wrote a second contract that says with all panels on the back roof we would get more kWh then
the first contract at 8457kWh then kWh as the first contract. In fact we only got from Aug through July 2016. We would like the contractor to add the additional panels to the south side of the house per original contract at no additional expense to us to bring up the kWh to the 8450kWh as was promised in the second contractAlso we do not want the contractor to remove the panels already installed on the back of the roof and leave holes in the roof as he threatened to do at the time of the installation*** and *** ***h
Dear ***, We have been communicating with our project management team about your issueWe have been informed that your issue has been resolved and you are up and running nowWe are sorry for the inconvenience we have caused youThank you for bringing this to our attention, if you have any
further concerns please feel free to email us directly at ***. Thank you,Westhaven marketing team
Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me at this time. Install the panels
I am rejecting this
response because: Though we we have canceled our contract, it was due to WestHaven's dishonest business practices, misrepresention of their product & extremely poor customer serviceFuture customers should be forewarned of what could possibly happen to them if they decide to proceed into a contact with WestHavenThey will waste your time by trying to sell you more product then you needWhen you call them out on their lie, they in turn they blame & lie via text messages, emails & calls, that the utility company is holding your application for months due to 'new regulations'When they knew from the moment they inspected our home they would need to upgrade the MPU PanelUnforunately we found out they were only stringing out the install date in hopes the utility company would approve more panels (Side note - Our utility company cc'd & called us every step of the way on our solar applicationSo we know what we could & could not have in regards to solar panels & MPU Panel)In regards to extremely poor customer service; we always had initiate contact in order to find out the progress of our solar installationWhen we did call, text or emailed, rarely did we receive a call back unless we asked to speak to a Supervisor or ManagerWhen we asked why they never called, we were told that they were currently trying to make changes to their customer service department & we were 'caught in the white wash' during the transitionWe are leaving this complaint with the Revdex.com in hopes we can save other homeowners from months of needless stressHeed our advice & use another solar company that will not lie or waste your time by stringing you along in hopes to make more money off of you
We thank you for bringing this matter to our prompt attention and wouldfirst like to assure all parties that we are willing to make every effortto troubleshoot the underproduction of the customer's solar PV system andmake any needed corrections or compensations necessaryAs this is ourfirst Revdex.com claim in over solar installations, we hope you can pleaseexcuse any formatting errors in this replyWe apologize for our delay dueto complex backend production investigation we have been doing.First things first, we now recognize the system is under-producing, yetneed to send a technician to the residence to troubleshoot the issueIt'sunfortunate that we were not contacted first, as we would have most likelyalready completed this investigative step and be well on our way tocorrectionThus, we seek formal approval from the customer to contactthem directly towards scheduling a site visit and subsequent directcommunications.We understand the customers frustration, however we deny the accusationthat we have acted "unfaithfully", "manipulative", "untrustworthy", or"dishonest." As evidenced by our long history of good standing with theRevdex.com, CSLB, ***, and our healthy customer satisfaction and referralsbehind our steady growth in a young industry, we continue to positivelyeffect our communities with great service and craftsmanship. In such asmall, closed community such as Humboldt County, especially, our yearsof customer satisfaction, speak for itself, where word of unethicalcompanies quickly spread throughout the select small townsWe are of thefirm belief that we are part of a misunderstanding between ourselves andour customer, and now only seek to come to a win/win understanding andresolution.It appears at the core of this misunderstanding is the design changesTobe clear, there were only two designsThe first design had the panelsspread across two roof planesThis was done due to an error by ourdesigner in how they interpreted the roof as seen by *** ***Pleasenote, we, like the rest of our industry, perform preliminary designs of
* *** or other drone viewed methodsWe simply cannot visit allsites during the quotation phaseThis preliminary design is often changedby the homeowner, sales consultant, foremen engineers, manufacturer or ourpre-site inspectors, as the *** *** image/data can be out of date orunclear imageryIn this case, the roof penetrations show an odd trail ofdiscoloration proceeding downslope from the penetrationsIn attached(Exhibit A), one can see this discoloration happening, not just betweenthe panels and other pipes of the residence but also the neighbor's homeas wellThe light grey trail was seen as an unknown, and thus thedesigner placed panels on either side of it, causing the displaced panelsto move to the other roof plane.A senior designer caught the mistake, and thus created the second design,moving all panels to the back roof planeThis second design (Exhibit B)is favorable, it produces slightly more energy, more aestheticallypleasing as a symmetrical layout, and when grouped together, fewer roofpenetrations are neededOne can also clearly see the surface irregularityof the color change downslope form the ridge ventPlease note, ***, appears on both, and all, of our designs, as he is the name onrecord with the design software account and it auto-places his nameHewas not the designer for either proposal.Our Foreman showed this updated design to the homeowner (husband) andexplained the benefits stated aboveThis resulted in an updated invoice(see exhibit C) and we discounted the system $for the troubleThecontract was never changed by us without the customer's permission, asthey are claimingAs the homeowner (husband) was concerned about changesin production, and to put those concerns to rest, our Foreman showed him aanalysis report we rarely share with our customers, called a PV SimsreportThis tool shows lab type analysis, not meant to be interpreted as"real world" scenario productionThis report (Exhibit D), which ourcustomer included in their complaint, has been misunderstood in itsnatureIt is not a contractIt was simply intended to show, that in acontrolled situation (no clouds, perfectly clean panels, shading, storms,etc.) the second design (roof plane) actually produces kWh more thanthe first design (roof planes + = 8450)To sum, Design =8,kWh and Design = 8,kWh.The contract is for 7,kWh, not the controlled and perfected PV Simsprojection of 8,kWhThis production number is tied to their panelsin the proposal (Exhibit E)Please note the attached (Exhibit F) primary,and only, signed contract reflecting this agreed production.To close, again we recognize the system is producing under the contracted7,kWhWe seek approval to visit the residence and begin investigationas to why this is happeningThere is nothing unethical in our intentions,whatsoeverUpon proper diagnosis, we are prepared to compensate ourcustomer, however necessary, to quickly solve their understandablefrustration and concernWe hope they can, in return, work with us towardsa mutual understanding and final resolution.Sincerely Yours,*** ***V.P of Operations***
Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me
Once *** got all the facts he worked well to achieve a good out comeThe unit is working fine nowThank you