Inter-Island Solar Supply

We are very sorry to hear of the delay solving the issue with the [redacted] collectorsThe complaint correctly states that [redacted] contacted our staff roughly months ago regarding the issueThe issue reported is highly unusual and required Inter-Island Solar Supply to confer with [redacted] (the manufacturer) as to the proper remedy under the warranty policyIt was determined by [redacted] and Inter-Island that the best course of action would be to provide refurbished collectors rather than advise the contractor to repair the existing collectors on siteAfter this determination our staff contacted [redacted] who agreed to perform the warranty workFrom6/to 8/ [redacted] and staff at [redacted] attempted to schedule the repairOnce settled [redacted] did attempt to pick up the collectors from Inter-Island however, due to flooding associated with tropical storm Darby on 7/24, our entire stock of [redacted] collectors was damagedWe have just settled our FEMA claim for flood damages and as of mid October are back up to full inventory levels of collectors.We fully acknowledge that our staff did not respond to the [redacted] issue in an acceptable time frame and have taken actions to refine and reinforce our operational procedures with regards to [redacted] collector warranty claimsI do hope that consideration can be given to the fact that we were simultaneously dealing with an act of god flood event that caused over $600K in damage to our premises and inventoryAs a result of the significant delay we are offering the [redacted] brand new collectors, and in fact the contractor [redacted] Solar & Plumibng picked up those collectors from our property to perform the warranty repair on 10/The brand new collectors will come with a new warranty policy, the full years.We hope the [redacted] can sympathize with the unforeseen loss we experienced as a result of tropical storm Darby and appreciate the offer of brand new collectors, with full warranty coverage, as opposed to refurbished collectors

Complaint: [redacted] I am rejecting this response because: the original email conversation between [redacted] and Eric R [redacted] with inter island solar stated that we would be getting brand new collectorsNo where during our conversation was it stated that we would be receiving refurbished collectors and we were told that in order to ensure a full warranty we would be required to have them installed by a licensed contractorI can fully sympathize with dealing with an act of weather/God, however that storm was at the end of July with no substantial updates being provided since AugustMeanwhile, we have been waiting patiently and hoping that the glass in our panel doesn't fall and damage our roofAgain, inter island solar, for its lack of communication regarding the status of its own situation for almost three months, should pay for the installation of brand new collector panels (per previous emails) by a licensed contractorIt should not take a Revdex.com complaint for a company to do the right thing and begin communications with the consumer Sincerely, [redacted]

We are very sorry to hear of the delay solving the issue with the *** collectorsThe complaint correctly states that *** *** contacted our staff roughly months ago regarding the issueThe issue reported is highly unusual and required Inter-Island Solar Supply to confer with
*** (the manufacturer) as to the proper remedy under the warranty policyIt was determined by *** and Inter-Island that the best course of action would be to provide refurbished collectors rather than advise the contractor to repair the existing collectors on siteAfter this determination our staff contacted *** *** * *** who agreed to perform the warranty workFrom6/to 8/*** *** and staff at *** attempted to schedule the repairOnce settled *** did attempt to pick up the collectors from Inter-Island however, due to flooding associated with tropical storm Darby on 7/24, our entire stock of *** collectors was damagedWe have just settled our FEMA claim for flood damages and as of mid October are back up to full inventory levels of collectors.We fully acknowledge that our staff did not respond to the *** issue in an acceptable time frame and have taken actions to refine and reinforce our operational procedures with regards to *** collector warranty claimsI do hope that consideration can be given to the fact that we were simultaneously dealing with an act of god flood event that caused over $600K in damage to our premises and inventoryAs a result of the significant delay we are offering the *** brand new collectors, and in fact the contractor *** Solar & Plumibng picked up those collectors from our property to perform the warranty repair on 10/The brand new collectors will come with a new warranty policy, the full yearsWe hope the *** can sympathize with the unforeseen loss we experienced as a result of tropical storm Darby and appreciate the offer of brand new collectors, with full warranty coverage, as opposed to refurbished collectors

We are very sorry to hear of the delay solving the issue with the [redacted] collectors. The complaint correctly states that [redacted] contacted our staff roughly 6 months ago regarding the issue. The issue reported is highly unusual and required Inter-Island Solar Supply to confer with...

[redacted] (the manufacturer) as to the proper remedy under the warranty policy. It was determined by [redacted] and Inter-Island that the best course of action would be to provide refurbished collectors rather than advise the contractor to repair the existing collectors on site. After this determination our staff contacted [redacted] who agreed to perform the warranty work. From6/23 to 8/24 [redacted] and staff at [redacted] attempted to schedule the repair. Once settled [redacted] did attempt to pick up the collectors from Inter-Island however, due to flooding associated with tropical storm Darby on 7/24, our entire stock of [redacted] collectors was damaged. We have just settled our FEMA claim for flood damages and as of mid October are back up to full inventory levels of collectors.We fully acknowledge that our staff did not respond to the [redacted] issue in an acceptable time frame and have taken actions to refine and reinforce our operational procedures with regards to [redacted] collector warranty claims. I do hope that consideration can be given to the fact that we were simultaneously dealing with an act of god flood event that caused over $600K in damage to our premises and inventory. As a result of the significant delay we are offering the [redacted] brand new collectors, and in fact the contractor [redacted] Solar & Plumibng picked up those collectors from our property to perform the warranty repair on 10/22. The brand new collectors will come with a new warranty policy, the full 10 years.We hope the [redacted] can sympathize with the unforeseen loss we experienced as a result of tropical storm Darby and appreciate the offer of brand new collectors, with full warranty coverage, as opposed to refurbished collectors.

Complaint: [redacted]
I am rejecting this response because: the original email conversation between [redacted] and Eric R[redacted] with inter island solar stated that we would be getting brand new collectors. No where during our conversation was it stated that we would be receiving refurbished collectors and we were told that in order to ensure a full warranty we would be required to have them installed by a licensed contractor. I can fully sympathize with dealing with an act of weather/God, however that storm was at the end of July with no substantial updates being provided since August. Meanwhile, we have been waiting patiently and hoping that the glass in our panel doesn't fall and damage our roof. Again, inter island solar, for its lack of communication regarding the status of its own situation for almost three months, should pay for the installation of brand new collector panels (per previous emails) by a licensed contractor. It should not take a Revdex.com complaint for a company to do the right thing and begin communications with the consumer.
Sincerely,
[redacted]