Mr [redacted] , On behalf of Solar I do apologize for the miscommunicationI can assure you that this is not an accurate representation of how we do business The ball was dropped on getting your monitoring system sent to you on more than one occasion, at one point I was under the impression that it had been sent in the mailWhen I found out it was missed again I organized for one of our representatives to visit your home personally to get this taken care ofI hope we have restored your faith in Solar and look forward to helping you save money to put you and your family in a better situation Regards, Luciano S [redacted] President
This is a tough situation, unfortunately there were many misunderstandings throughout the processFirst off Solar offers to our customers several different finance options to fit different finance situationsIn the situation of the [redacted] family they chose a bridge loan through a company called [redacted] ***The way this loan works is months no interest no paymentThis loan allows a customer to take advantage of incentives available with solar and pay down the loan as much as they would like within that month time periodThe [redacted] signed all of the necessary documents showing how the loan works at time of the sale [redacted] stated that she thought there was "no charges" for a year when really the loan is "no payment" for a yearThere is a document that breaks down the fact that Solar will be charging this loan at three different time periods during the processThe [redacted] family signed and initialed this document in four different spotsUnder no circumstance what so ever were they led to believe something differentSolar can be very complicated and sometimes confusing, during the sales process while going over all of the details somehow the line between "no charges" and "no payment " were blurred for the [redacted] Unfortunately they waited several weeks before mentioning to us that they felt deceived and no longer wanted to continue with the projectAt this time Solar had already started the process on their jobAlthough, contractually they are liable to pay 35% of the job cost to to cancel at this point, I decided against the 35% because I felt they really did not think they were supposed to be chargedAnytime a customer is that confused we try our best to work with themI asked [redacted] if I could work with her husband because she was understandably not happy about the situationHer husband and I agreed Solar would only charge them the costs incurred and waive the 35% [redacted] then called [redacted] who did some additional verification and confirmed with the [redacted] that they will only be liable for the $2,cost incurred on the jobAfter that conversation Solar refunded all charges less the $2,I will be getting a hold of [redacted] to discuss her request for an additional discountAt the end of the day this whole situation derived from a misunderstanding and we want the [redacted] family to feel like we have helped the best we can
This customer has been called regarding this complaint. After some questions, and a thorough look into the issue, it has been made clear that there is an electrical error on the part of Rocky Mountain Power. We have put a plan in place to resolve the issue with the customer in question. Who has... agreed to remove the complaint pending an adequate resolution. 1Solar takes pride in it's customer service, and the quality of our product. We will do whatever is necessary to resolve this, and any future issue with our customers.Regards,Seth C***Customer solutions director
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me, pending they stay in contact and follow through with what they have promised.
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Mr. [redacted], On behalf of 1 Solar I do apologize for the miscommunication. I can assure you that this is not an accurate representation of how we do business. The ball was dropped on getting your monitoring system sent to you on more than one occasion, at one point I was under the impression...
that it had been sent in the mail. When I found out it was missed again I organized for one of our representatives to visit your home personally to get this taken care of. I hope we have restored your faith in 1 Solar and look forward to helping you save money to put you and your family in a better situation. Regards, Luciano S[redacted]President
1Solar takes all complaints and inquiries very seriously, and we appreciate the due diligence of your organization in following up on this.The [redacted] family has been spoken to several times following the first issuance of this complaint. It also comes as a surprise to us that the customer in question...
claims to have attempted to redact this complaint, and was apparently refused. We are very curious why a customer would be refused if they claim that they have been addressed, and are satisfied with the result.Needless to say we have addressed the complaint with this customer, and they are satisfied that the matter has been resolved fully. We can provide a written statement from them upon request if that is what is necessary to have this complaint removed.Thank you again for following up on this issue, we hope to have this resolved soonRegards,Seth C[redacted]; Customer solutions director
This is a tough situation, unfortunately there were many misunderstandings throughout the process. First off 1 Solar offers to our customers several different finance options to fit different finance situations. In the situation of the [redacted] family they chose a bridge loan through a company called...
[redacted]. The way this loan works is 12 months no interest no payment. This loan allows a customer to take advantage of incentives available with solar and pay down the loan as much as they would like within that 12 month time period. The [redacted] signed all of the necessary documents showing how the loan works at time of the sale. [redacted] stated that she thought there was "no charges" for a year when really the loan is "no payment" for a year. There is a document that breaks down the fact that 1 Solar will be charging this loan at three different time periods during the process. The [redacted] family signed and initialed this document in four different spots. Under no circumstance what so ever were they led to believe something different. Solar can be very complicated and sometimes confusing, during the sales process while going over all of the details somehow the line between "no charges" and "no payment " were blurred for the [redacted]. Unfortunately they waited several weeks before mentioning to us that they felt deceived and no longer wanted to continue with the project. At this time 1 Solar had already started the process on their job. Although, contractually they are liable to pay 35% of the job cost to to cancel at this point, I decided against the 35% because I felt they really did not think they were supposed to be charged. Anytime a customer is that confused we try our best to work with them. I asked [redacted] if I could work with her husband because she was understandably not happy about the situation. Her husband and I agreed 1 Solar would only charge them the costs incurred and waive the 35%. [redacted] then called [redacted] who did some additional verification and confirmed with the [redacted] that they will only be liable for the $2,700 cost incurred on the job. After that conversation 1 Solar refunded all charges less the $2,700. I will be getting a hold of [redacted] to discuss her request for an additional discount. At the end of the day this whole situation derived from a misunderstanding and we want the [redacted] family to feel like we have helped the best we can.
This customer has been called regarding this complaint. After some questions, and a thorough look into the issue, it has been made clear that there is an electrical error on the part of Rocky Mountain Power. We have put a plan in place to resolve the issue with the customer in question. Who has...
agreed to remove the complaint pending an adequate resolution. 1Solar takes pride in it's customer service, and the quality of our product. We will do whatever is necessary to resolve this, and any future issue with our customers.Regards,Seth C[redacted]Customer solutions director
Mr [redacted] , On behalf of Solar I do apologize for the miscommunicationI can assure you that this is not an accurate representation of how we do business The ball was dropped on getting your monitoring system sent to you on more than one occasion, at one point I was under the impression that it had been sent in the mailWhen I found out it was missed again I organized for one of our representatives to visit your home personally to get this taken care ofI hope we have restored your faith in Solar and look forward to helping you save money to put you and your family in a better situation Regards, Luciano S [redacted] President
This is a tough situation, unfortunately there were many misunderstandings throughout the processFirst off Solar offers to our customers several different finance options to fit different finance situationsIn the situation of the [redacted] family they chose a bridge loan through a company called [redacted] ***The way this loan works is months no interest no paymentThis loan allows a customer to take advantage of incentives available with solar and pay down the loan as much as they would like within that month time periodThe [redacted] signed all of the necessary documents showing how the loan works at time of the sale [redacted] stated that she thought there was "no charges" for a year when really the loan is "no payment" for a yearThere is a document that breaks down the fact that Solar will be charging this loan at three different time periods during the processThe [redacted] family signed and initialed this document in four different spotsUnder no circumstance what so ever were they led to believe something differentSolar can be very complicated and sometimes confusing, during the sales process while going over all of the details somehow the line between "no charges" and "no payment " were blurred for the [redacted] Unfortunately they waited several weeks before mentioning to us that they felt deceived and no longer wanted to continue with the projectAt this time Solar had already started the process on their jobAlthough, contractually they are liable to pay 35% of the job cost to to cancel at this point, I decided against the 35% because I felt they really did not think they were supposed to be chargedAnytime a customer is that confused we try our best to work with themI asked [redacted] if I could work with her husband because she was understandably not happy about the situationHer husband and I agreed Solar would only charge them the costs incurred and waive the 35% [redacted] then called [redacted] who did some additional verification and confirmed with the [redacted] that they will only be liable for the $2,cost incurred on the jobAfter that conversation Solar refunded all charges less the $2,I will be getting a hold of [redacted] to discuss her request for an additional discountAt the end of the day this whole situation derived from a misunderstanding and we want the [redacted] family to feel like we have helped the best we can
This customer has been called regarding this complaint. After some questions, and a thorough look into the issue, it has been made clear that there is an electrical error on the part of Rocky Mountain Power. We have put a plan in place to resolve the issue with the customer in question. Who has... agreed to remove the complaint pending an adequate resolution. 1Solar takes pride in it's customer service, and the quality of our product. We will do whatever is necessary to resolve this, and any future issue with our customers.Regards,Seth C***Customer solutions director
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me, pending they stay in contact and follow through with what they have promised.
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Mr. [redacted], On behalf of 1 Solar I do apologize for the miscommunication. I can assure you that this is not an accurate representation of how we do business. The ball was dropped on getting your monitoring system sent to you on more than one occasion, at one point I was under the impression...
that it had been sent in the mail. When I found out it was missed again I organized for one of our representatives to visit your home personally to get this taken care of. I hope we have restored your faith in 1 Solar and look forward to helping you save money to put you and your family in a better situation. Regards, Luciano S[redacted]President
1Solar takes all complaints and inquiries very seriously, and we appreciate the due diligence of your organization in following up on this.The [redacted] family has been spoken to several times following the first issuance of this complaint. It also comes as a surprise to us that the customer in question...
claims to have attempted to redact this complaint, and was apparently refused. We are very curious why a customer would be refused if they claim that they have been addressed, and are satisfied with the result.Needless to say we have addressed the complaint with this customer, and they are satisfied that the matter has been resolved fully. We can provide a written statement from them upon request if that is what is necessary to have this complaint removed.Thank you again for following up on this issue, we hope to have this resolved soonRegards,Seth C[redacted]; Customer solutions director
This is a tough situation, unfortunately there were many misunderstandings throughout the process. First off 1 Solar offers to our customers several different finance options to fit different finance situations. In the situation of the [redacted] family they chose a bridge loan through a company called...
[redacted]. The way this loan works is 12 months no interest no payment. This loan allows a customer to take advantage of incentives available with solar and pay down the loan as much as they would like within that 12 month time period. The [redacted] signed all of the necessary documents showing how the loan works at time of the sale. [redacted] stated that she thought there was "no charges" for a year when really the loan is "no payment" for a year. There is a document that breaks down the fact that 1 Solar will be charging this loan at three different time periods during the process. The [redacted] family signed and initialed this document in four different spots. Under no circumstance what so ever were they led to believe something different. Solar can be very complicated and sometimes confusing, during the sales process while going over all of the details somehow the line between "no charges" and "no payment " were blurred for the [redacted]. Unfortunately they waited several weeks before mentioning to us that they felt deceived and no longer wanted to continue with the project. At this time 1 Solar had already started the process on their job. Although, contractually they are liable to pay 35% of the job cost to to cancel at this point, I decided against the 35% because I felt they really did not think they were supposed to be charged. Anytime a customer is that confused we try our best to work with them. I asked [redacted] if I could work with her husband because she was understandably not happy about the situation. Her husband and I agreed 1 Solar would only charge them the costs incurred and waive the 35%. [redacted] then called [redacted] who did some additional verification and confirmed with the [redacted] that they will only be liable for the $2,700 cost incurred on the job. After that conversation 1 Solar refunded all charges less the $2,700. I will be getting a hold of [redacted] to discuss her request for an additional discount. At the end of the day this whole situation derived from a misunderstanding and we want the [redacted] family to feel like we have helped the best we can.
This customer has been called regarding this complaint. After some questions, and a thorough look into the issue, it has been made clear that there is an electrical error on the part of Rocky Mountain Power. We have put a plan in place to resolve the issue with the customer in question. Who has...
agreed to remove the complaint pending an adequate resolution. 1Solar takes pride in it's customer service, and the quality of our product. We will do whatever is necessary to resolve this, and any future issue with our customers.Regards,Seth C[redacted]Customer solutions director