Intermountain Wind and Solar, LLC

Complaint: ***
I am rejecting this response because: I supplied IWS a copy of my power by on 2/In response to the email quote of panels, I quickly responded the following: MessageP.SI would like bapower/batteriesI would like my fountain/pond to run 24xso I need batteriesKyles reponse: Hi ***, Thank you for providing this infoHere is the attached estimate based on kWh/month average (21,kWh annually)Please allow me to highlight a few of the benefits in the attachment: (1) panels (Watt) would offset kWh/month (100%) of your utility bill and protect you against the continuing utility increases (2) save you $118,over the next years ($annually and $monthly) (3) provide a ROI within the next to years (based on a 5% historical utility rate increase - assuming you were to contribute the same $ towards owning your power vs renting it from Rocky Mountain Power(4) provide peace of mind with a year warranty (5) increase the market value of your home dollar for dollar according to research (6) be installed by a premier company that has installed more than 36,panels in years, and who does not sub-contractFinally, you can still take advantage of our ICSI - Bulk Purchase Discount of $(deadline Feb 27th) I will give you a call tomorrow to answer any questions and to possibly schedule a site visit for next weekRegards ***'s response to quote: Kyle, Thanks for the quoteDoes this include battery/power baor just the panels? That's a big concern of mineI'm working with my Credit Union to increase my HELOC loanWaiting on some information and I've applied for the 46KLet me know when we can get together to go over the details*** *** I met with Kyle on 2/and he reviewed a down sized bit of panels and stated "my calculations were right on the mark"I have that in an emailHe responded the system would be about 10K for battery back up and that he did not include it in the bidHi ***, Thanks again for arranging your schedule for me to come out this afternoonI have attached the bid for the panels (see cover of bid for the recommended layout and placement of the panels)I was right on the mark regarding the cost of the panels, however, the installation of a generator would run about $10,more to tie in with the solarApparently this would be subcontracted out to *** *** and this is about what they charge for the installationSo, I did not include this in the bidPlease let me know if you have any questions concerning the installation agreementIt is the last page of the bidI will be available by phone most of tomorrow, since I will be on the road to Mesquite, NV for site measurementsThank you Kyle J*** Intermountain Wind and Solar ###-###-#### ***@imwindandsolar.com www.imwindandsolar.com My response to kyle: Looks good to meI have sent in paperwork to increase my HELOCI'm waiting on some additional papers to be sent in the mailIf we can start slowly, but still get the bulk savings, that would be greatThanks Kyle, I'm really excited about this! *** *** From that point everything was moving fineOn the date of installation, the IWS PM McClain, advised me there was no way the panels would fit and IWS had a design that would not work on my roofDue to complete lack of confidence with multiple people contacting me from IWS, I was offered several things for resolutionI had my son come and be a part of meetings due to the lack of confidence and terrible meetings and phone calls I had with IWS resourcesI wanted a second person on my side in case of major issues and someone who would be available to assist with conflict resolutionsAfter an agreement was made to right the wrong design, I continued with the installation processAfter several months of receiving a bill from my power company, I started to question the design and what was going on with my systemI complained several times and finally the CEO advised me that he would personally look into my installationThis after several complaints were placed on social mediaIt was truly the only way I could get their attentionHe asked for a copy of the last months of my power needs and it was the first time I was asked for thisI had to go to the power company to go back months from the time of the original installationAfter some time and continued persistence in resolution, the CEO informed me I had exactly what I had purchased by contractWhat I have since found out is that the original system panels, was undersized for my needs and the adjustment down to panels made it worseI advised the CEO I would be back in touch with IWS once I had done my homeworkThe offer to take out the system, did not match my request for "what do I need to make this work and be 100% off the grid"I have never - ever received from IWS on "what it would take to make my system right" which has been the request for the past several monthsI feel I've been ignored and have had to be persistent to get my voice heardThe numbers were wrong from the get go and I have since found out that in order to make my system work for me to 100% off the grid, the fix is approximately $22,I have a quote from another vendor who took the same numbers I gave to the CEOAs for going up and beyond, well, if I hadn't been persistent, I would have been forced to go to some other company to find out what a large mistake IWS made in designing my systemEmail from Doug S*** - to make the system right 9/28: ***, I respect that you are doing your part in helping understand the situationI want to do the sameWhat I propose is me taking this back to the beginningI will start from scratch on the entire analysisPlease provide me with the past month’s usage (available online through Rocky Mtn Power) and I will see what is needed to do to meet the 100% offset and see where Kyle went wrongI will then present what I find with a solution to fix the problemHere is Doug S***'s email response to the final disposition: ***, In reviewing the situation IWS has fulfilled the design and installation to provide the 1,400kWh's/month average as was reflected in the original contract and proposalThere is no agreement or commitment to produce more than was specifiedShould you prefer, IWS will remove the current system and refund you the total paidfrom this email, I decided to do my homework and comeback to IWS to get a quote/design an I have never - ever received itThey know there has been a major mistake and they are not addressing itThe part about them installing a larger system is bunk, the original system they proposed would not have met my needs*** ***

During the original conversation over the phone with the sales representative proposed a panel count of SolarWorld panels was estimated prior to
the site visit (2/17)After visiting with the customer at her home for the site survey
(2/18) she expressed that her family members living with her at the time
would move out in the near future and that usage would likely go downFrom there the panel count was reduced to
SolarWorld panels to account for the estimated 400kWh usage drop when they moved
outThe panel system is what was contracted.On the day of installation we discovered an issue with the original measurements requiring a new layout on the east facing roofThe customer had concerns with the new layout and asked us to stop workWe didThe customer, understandably, did not have much confidence in the sales representative and asked that I get involvedI agreed and we met at her home to discuss the optionsI met with the customer and her son and we covered the redesigned layout of the panels and a potential upgrade to a premium panel to reduce the footprint and still produce the 1400kWh averageI offered this at the cost difference of materials ($7,000)Though the panels as originally purchased and contracted will fit on the roof, she vehemently insisted that we install the upgraded system, but at no additional chargeI said I would consider it and we left her home at her requestThe customer emailed me the next day asking for a refund and stating she was getting competitive bidsI began processing the refund and responded to her email that I would agree to install the upgraded system at no additional cost to herShe immediately agreed and we proceeded with the workI also had the install team add two additional panels than was bid on the south facing roof because there was the additional space
The customer's power bills
reflect that power has not dropped as assumed since family members moved outShe paid for a system (at a significant discount) that would
produce 1,400kWh/month on averageThis is a power usage issue, not a solar
production problemThe customer is using more power than she thought she wouldCovering
that gap between the actual usage and the solar production could be remedied by
energy efficiency measures or adding another solar systemIf we had installed the larger system and her usage had dropped, the customer would have overpaid us by thousands of dollars and would get nothing in returnMeaning, if we would have designed for 1800kWh average and her consumption were to have gone down to 1400kWh average that part of the system would never pay itself offWe have offered to remove the system at a full refund and that has been declinedIntermountain Wind and Solar has fulfilled the contract and gone above and beyond in an attempt to make the customer happyAttached are the designs for the panel design and the higher efficiency panel design (the far right design was installed)