Mohave Solar

To whom it may concern-Complaint ID# [redacted] I, Danny MS [redacted] Director of Mohave Solar am responding to the complaint we received concerning a customer of ours, Linda [redacted] We designed and installed a solar photovoltaic system for Ms [redacted] in April of She was the sole signee on the contract and only designated point of contact, and in my dealings from the initial sales consultation, the date we signed the contract, throughout the installation, and from whom we collected all payment for the solar systemWhen I designed the system for Ms [redacted] ’s home, I sized it based on the usage provided to me by [redacted] I aver- aged three years of her prior electric usage to determine what size system would be suitable for her homeThe system she agreed to purchase consisted of 42- Solar World watt solar electric panels, paired with Enphase micro invertersI prefer the Enphase micro inverters as they allow us to monitor each individual solar panel’s production versus a string inverter which monitors an entire array of solar panelsIncluded with her purchase of the solar system was free internet monitoring for the lifetime of her solar system through an envoy provided by EnphaseThis Envoy is a unique tool the will monitor and record the solar systems production, and report it to Enphase’s online portal, so that should anything go wrong with their system, our company would generally be alerted be- fore the consumer would even noticeIn return we would be able to service the system, which could include ordering a new inverter, providing a panel cleaning, or any number of services we offer our clientsA very important element of the [redacted] solar installation is that I always recommend installing the solar panels on a south facing roof for optimal productionMs [redacted] did not wish to have the units installed on the front of her house, therefore we installed them at her will on the back of the house with the panels facing to the westWest is the second best alternative to South facing panels, but not my first choiceI made it was clear to Ms [redacted] that this was not the best location for optimal panel performance and that having them installed on the front South facing roof would signifi- cantly increase their production, but she was adamant that they go on the North roof facing westThe system was fully installed and activated by the utility company on April 25th, We began receiving complaints that the [redacted] system was not producing in early by her partner Mr [redacted] Mr [redacted] would often call into the office with claims that the system was not producingOur company’s first response in service calls such as this would be to log into the Enphase online portal to check for any errors in the productionThe [redacted] system would show zero production, meaning that the Envoy was not reading the production, therefore we would dispatch a technician to Ms [redacted] ’s homeUpon arrival we found on more than one occasion that the Envoy was not plugged into the computerAs I previously described in the paragraph above, the Envoy must have power in order to report the panel’s production to the Enphase portalThe Envoy was being manually unplugged by someone in the [redacted] home, therefore causing frustration by our technicians who wanted to assess which inverters were not accurately reportingWe are very much willing to service the system, and replace any failed micro inverters from the [redacted] system, however we could not determine this without the Envoy reports In October of myself, and my Foreman Tommy M [redacted] met at the home of Linda [redacted] with Steve B [redacted] of M [redacted] to assess whether Ms [redacted] ’s increase in utility bill was due to the solar system not producing or possibly an increase in utility consumption by the householdWe determined that several of the micro inverters needed to be replaced, and we filed a claim through Enphase and promptly replaced them as soon as we received them from the manufacturerAt this time we also discussed that the panels would operate more efficiently on the South facing roof, to which Ms [redacted] admitted that she should have had us install them there originallyWe gave her a verbal quote to reinstall the panels on the South facing roof for $5,and we filed a claim with an Enphase program advisor to specifically monitor her systemThe Enphase portal reported zero panel production in November and December of meaning that once again the Envoy had come unpluggedTherefore making it impossible to determine which micro inverters were not producingIn summary, I believe the primary complaint from Ms [redacted] is that our company has not serviced her system to her stan- dards which has resulted in her being charged by the utility companyMy rebuttal to this claim is that our company needs those Envoy readings so that we can efficiently service the system, and the Envoy needs to remain plugged in at all timesI am working with my contacts at Enphase to get the [redacted] s a brand new set of inverters, additionally I still recommend that the [redacted] s need to have the system installed on the South facing roof for optimal productionI am willing to work with her on the price, but as a business owner I cannot afford to do this for free, which is what the [redacted] ’s have ask of me I hope that we can come to some sort of agreement, because I feel very strongly about taking care of all of my customers, and I wish that this could have been resolved without a third party interventionMohave Solar has a pristine reputation in the community, and we have never had any negative comments on our ROC license nor do we want anyPlease feel free to contact me on my direct cell line [redacted] should you have any questions regarding this dispute, and please know that I am actively working on a resolu- tion to this complaint with all parties including E [redacted] M [redacted] and Ms [redacted] Sincerely, Dan S [redacted] Mohave Solar [redacted] ***

To whom it may concern-Complaint ID#*** *** *** *** I, Danny MS*** Director of Mohave Solar am responding to the complaint we received concerning a customer of ours, Linda ***We designed and installed a solar photovoltaic system for Ms*** in April of She was the sole
signee on the contract and only designated point of contact, and in my dealings from the initial sales consultation, the date we signed the contract, throughout the installation, and from whom we collected all payment for the solar systemWhen I designed the system for Ms***’s home, I sized it based on the usage provided to me by *** ***I aver- aged three years of her prior electric usage to determine what size system would be suitable for her homeThe system she agreed to purchase consisted of 42- Solar World watt solar electric panels, paired with Enphase micro invertersI prefer the Enphase micro inverters as they allow us to monitor each individual solar panel’s production versus a string inverter which monitors an entire array of solar panelsIncluded with her purchase of the solar system was free internet monitoring for the lifetime of her solar system through an envoy provided by EnphaseThis Envoy is a unique tool the will monitor and record the solar systems production, and report it to Enphase’s online portal, so that should anything go wrong with their system, our company would generally be alerted be- fore the consumer would even noticeIn return we would be able to service the system, which could include ordering a new inverter, providing a panel cleaning, or any number of services we offer our clientsA very important element of the *** solar installation is that I always recommend installing the solar panels on a south facing roof for optimal productionMs*** did not wish to have the units installed on the front of her house, therefore we installed them at her will on the back of the house with the panels facing to the westWest is the second best alternative to South facing panels, but not my first choiceI made it was clear to Ms*** that this was not the best location for optimal panel performance and that having them installed on the front South facing roof would signifi- cantly increase their production, but she was adamant that they go on the North roof facing westThe system was fully installed and activated by the utility company on April 25th, We began receiving complaints that the *** system was not producing in early by her partner Mr*** *** Mr*** would often call into the office with claims that the system was not producingOur company’s first response in service calls such as this would be to log into the Enphase online portal to check for any errors in the productionThe *** system would show zero production, meaning that the Envoy was not reading the production, therefore we would dispatch a technician to Ms***’s homeUpon arrival we found on more than one occasion that the Envoy was not plugged into the computerAs I previously described in the paragraph above, the Envoy must have power in order to report the panel’s production to the Enphase portalThe Envoy was being manually unplugged by someone in the *** home, therefore causing frustration by our technicians who wanted to assess which inverters were not accurately reportingWe are very much willing to service the system, and replace any failed micro inverters from the *** system, however we could not determine this without the Envoy reports In October of myself, and my Foreman Tommy M*** met at the home of Linda *** with Steve B*** of M** *** *** to assess whether Ms***’s increase in utility bill was due to the solar system not producing or possibly an increase in utility consumption by the householdWe determined that several of the micro inverters needed to be replaced, and we filed a claim through Enphase and promptly replaced them as soon as we received them from the manufacturerAt this time we also discussed that the panels would operate more efficiently on the South facing roof, to which Ms*** admitted that she should have had us install them there originallyWe gave her a verbal quote to reinstall the panels on the South facing roof for $5,and we filed a claim with an Enphase program advisor to specifically monitor her systemThe Enphase portal reported zero panel production in November and December of meaning that once again the Envoy had come unpluggedTherefore making it impossible to determine which micro inverters were not producingIn summary, I believe the primary complaint from Ms*** is that our company has not serviced her system to her stan- dards which has resulted in her being charged by the utility companyMy rebuttal to this claim is that our company needs those Envoy readings so that we can efficiently service the system, and the Envoy needs to remain plugged in at all timesI am working with my contacts at Enphase to get the ***s a brand new set of inverters, additionally I still recommend that the ***s need to have the system installed on the South facing roof for optimal productionI am willing to work with her on the price, but as a business owner I cannot afford to do this for free, which is what the ***’s have ask of me. I hope that we can come to some sort of agreement, because I feel very strongly about taking care of all of my customers, and I wish that this could have been resolved without a third party interventionMohave Solar has a pristine reputation in the community, and we have never had any negative comments on our ROC license nor do we want anyPlease feel free to contact me on my direct cell line *** should you have any questions regarding this dispute, and please know that I am actively working on a resolu- tion to this complaint with all parties including E*** M*** *** and Ms***Sincerely, Dan S*** Mohave Solar *** ** *** *** *** *** *** *** ** ***

To whom it may...

concern-Complaint ID#[redacted] I, Danny M. S[redacted] Director of Mohave Solar am responding to the complaint we received concerning a customer of ours, Linda [redacted]. We designed and installed a solar photovoltaic system for Ms. [redacted] in April of 2011. She was the sole signee on the contract and only designated point of contact, and in my dealings from the initial sales consultation, the date we signed the contract, throughout the installation, and from whom we collected all payment for the solar system. When I designed the system for Ms. [redacted]’s home, I sized it based on the usage provided to me by [redacted]. I aver- aged three years of her prior electric usage to determine what size system would be suitable for her home. The system she agreed to purchase consisted of 42- Solar World 240 watt solar electric panels, paired with 42 Enphase micro inverters. I prefer the Enphase micro inverters as they allow us to monitor each individual solar panel’s production versus a string inverter which monitors an entire array of solar panels. Included with her purchase of the solar system was free internet monitoring for the lifetime of her solar system through an envoy provided by Enphase. This Envoy is a unique tool the will monitor and record the solar systems production, and report it to Enphase’s online portal, so that should anything go wrong with their system, our company would generally be alerted be- fore the consumer would even notice. In return we would be able to service the system, which could include ordering a new inverter, providing a panel cleaning, or any number of services we offer our clients. A very important element of the [redacted] solar installation is that I always recommend installing the solar panels on a south facing roof for optimal production. Ms. [redacted] did not wish to have  the units installed on the front of her house, therefore we installed them at her will on the back of the house with the panels facing to the west. West is the second best alternative to South facing panels, but not my first choice. I made it was clear to Ms. [redacted] that this was not the best location for optimal panel performance and that having them installed on the front South facing roof would signifi- cantly increase their production, but she was adamant that they go on the North roof facing west. The system was fully installed and activated by the utility company on April 25th, 2011.   We began receiving complaints that the [redacted] system was not producing in early 2015 by her partner Mr. [redacted] Mr. [redacted] would often call into the office with claims that the system was not producing. Our company’s first response in service calls such as this would be to log into the Enphase online portal to check for any errors in the production. The [redacted] system would show zero production, meaning that the Envoy was not reading the production, therefore we would dispatch a technician to Ms. [redacted]’s home. Upon arrival we found on more than one occasion that the Envoy was not plugged into the computer. As I previously described in the paragraph above, the Envoy must have power in order to report the panel’s production to the Enphase portal. The Envoy was being manually unplugged by someone in the [redacted] home, therefore causing frustration by our technicians who wanted to assess which inverters were not accurately reporting. We are very much willing to service the system, and replace any failed micro inverters from the [redacted] system, however we could not determine this without the Envoy reports.   In October of 2015 myself, and my Foreman Tommy M[redacted] met at the home of Linda [redacted] with Steve B[redacted] of M[redacted] to assess whether Ms. [redacted]’s increase in utility bill was due to the solar system not producing or possibly an increase in utility consumption by the household. We determined that several of the micro inverters needed to be replaced, and we filed a claim through Enphase and promptly replaced them as soon as we received them from the manufacturer. At this time we also discussed that the panels would operate more efficiently on the South facing roof, to which Ms. [redacted] admitted that she should have had us install them there originally. We gave her a verbal quote to reinstall the panels on the South facing roof for $5,000 and we filed a claim with an Enphase program advisor to specifically monitor her system. The Enphase portal reported zero panel production in November and December of 2015 meaning that once again the Envoy had come unplugged. Therefore making it impossible to determine which micro inverters were not producing. In summary, I believe the primary complaint from Ms. [redacted] is that our company has not serviced her system to her stan- dards which has resulted in her being charged by the utility company. My rebuttal to this claim is that our company needs those Envoy readings so that we can efficiently service the system, and the Envoy needs to remain plugged in at all times. I am working with my contacts at Enphase to get the [redacted]s a brand new set of inverters, additionally I still recommend that the [redacted]s need to have the system installed on the South facing roof for optimal production. I am willing to work with her on the price, but as a business owner I cannot afford to do this for free, which is what the [redacted]’s have ask of me.
 
I hope that we can come to some sort of agreement, because I feel very strongly about taking care of all of my customers, and I wish that this could have been resolved without a third party intervention. Mohave Solar has a pristine reputation in the community, and we have never had any negative comments on our ROC license nor do we want any. Please feel free to contact me on my direct cell line [redacted] should you have any questions regarding this dispute, and please know that I am actively working on a resolu- tion to this complaint with all parties including E[redacted] and Ms. [redacted].
Sincerely, Dan S[redacted] Mohave Solar [redacted]

To whom it may...

concern-Complaint ID#[redacted] I, Danny M. S[redacted] Director of Mohave Solar am responding to the complaint we received concerning a customer of ours, Linda [redacted]. We designed and installed a solar photovoltaic system for Ms. [redacted] in April of 2011. She was the sole signee on the contract and only designated point of contact, and in my dealings from the initial sales consultation, the date we signed the contract, throughout the installation, and from whom we collected all payment for the solar system. When I designed the system for Ms. [redacted]’s home, I sized it based on the usage provided to me by [redacted]. I aver- aged three years of her prior electric usage to determine what size system would be suitable for her home. The system she agreed to purchase consisted of 42- Solar World 240 watt solar electric panels, paired with 42 Enphase micro inverters. I prefer the Enphase micro inverters as they allow us to monitor each individual solar panel’s production versus a string inverter which monitors an entire array of solar panels. Included with her purchase of the solar system was free internet monitoring for the lifetime of her solar system through an envoy provided by Enphase. This Envoy is a unique tool the will monitor and record the solar systems production, and report it to Enphase’s online portal, so that should anything go wrong with their system, our company would generally be alerted be- fore the consumer would even notice. In return we would be able to service the system, which could include ordering a new inverter, providing a panel cleaning, or any number of services we offer our clients. A very important element of the [redacted] solar installation is that I always recommend installing the solar panels on a south facing roof for optimal production. Ms. [redacted] did not wish to have  the units installed on the front of her house, therefore we installed them at her will on the back of the house with the panels facing to the west. West is the second best alternative to South facing panels, but not my first choice. I made it was clear to Ms. [redacted] that this was not the best location for optimal panel performance and that having them installed on the front South facing roof would signifi- cantly increase their production, but she was adamant that they go on the North roof facing west. The system was fully installed and activated by the utility company on April 25th, 2011.   We began receiving complaints that the [redacted] system was not producing in early 2015 by her partner Mr. [redacted] Mr. [redacted] would often call into the office with claims that the system was not producing. Our company’s first response in service calls such as this would be to log into the Enphase online portal to check for any errors in the production. The [redacted] system would show zero production, meaning that the Envoy was not reading the production, therefore we would dispatch a technician to Ms. [redacted]’s home. Upon arrival we found on more than one occasion that the Envoy was not plugged into the computer. As I previously described in the paragraph above, the Envoy must have power in order to report the panel’s production to the Enphase portal. The Envoy was being manually unplugged by someone in the [redacted] home, therefore causing frustration by our technicians who wanted to assess which inverters were not accurately reporting. We are very much willing to service the system, and replace any failed micro inverters from the [redacted] system, however we could not determine this without the Envoy reports.   In October of 2015 myself, and my Foreman Tommy M[redacted] met at the home of Linda [redacted] with Steve B[redacted] of M[redacted] to assess whether Ms. [redacted]’s increase in utility bill was due to the solar system not producing or possibly an increase in utility consumption by the household. We determined that several of the micro inverters needed to be replaced, and we filed a claim through Enphase and promptly replaced them as soon as we received them from the manufacturer. At this time we also discussed that the panels would operate more efficiently on the South facing roof, to which Ms. [redacted] admitted that she should have had us install them there originally. We gave her a verbal quote to reinstall the panels on the South facing roof for $5,000 and we filed a claim with an Enphase program advisor to specifically monitor her system. The Enphase portal reported zero panel production in November and December of 2015 meaning that once again the Envoy had come unplugged. Therefore making it impossible to determine which micro inverters were not producing. In summary, I believe the primary complaint from Ms. [redacted] is that our company has not serviced her system to her stan- dards which has resulted in her being charged by the utility company. My rebuttal to this claim is that our company needs those Envoy readings so that we can efficiently service the system, and the Envoy needs to remain plugged in at all times. I am working with my contacts at Enphase to get the [redacted]s a brand new set of inverters, additionally I still recommend that the [redacted]s need to have the system installed on the South facing roof for optimal production. I am willing to work with her on the price, but as a business owner I cannot afford to do this for free, which is what the [redacted]’s have ask of me.
 
I hope that we can come to some sort of agreement, because I feel very strongly about taking care of all of my customers, and I wish that this could have been resolved without a third party intervention. Mohave Solar has a pristine reputation in the community, and we have never had any negative comments on our ROC license nor do we want any. Please feel free to contact me on my direct cell line [redacted] should you have any questions regarding this dispute, and please know that I am actively working on a resolu- tion to this complaint with all parties including E[redacted] and Ms. [redacted].
Sincerely, Dan S[redacted] Mohave Solar [redacted]