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OneRoof Energy Inc Reviews (12)

Thank you for forwarding this communication from one of our customersWe installed a no money down solar system at this home soon after the homeowners signed up for one of our power purchase agreementsWith the power purchase agreement, our company covers the high out-of-pocket costs of
designing, installing and buying solar equipment, as well as walking the project through various levels of permitting and inspectionsAs a result, the homeowner receives the benefits of solar power without having to make a large investment up frontThis is a very popular way for people to adopt solar and not subject themselves to the high initial costs of doing soWe invested significant funds and followed through on delivering and installing an entire solar system and monitoring equipment at the homeowner’s residence at no cost to themAlthough we understand and share the homeowner’s enthusiasm to turn the system on, we must follow an extensive and sometimes lengthy process that involves ensuring important documentation is completed before submitting the project to the utility company in order to obtain permission to operateThe time frame for the completion of solar projects can vary greatly due to a variety of factorsWe strive to get our systems on and benefiting households as soon as possible, and the homeowner does not incur any cost whatsoever until it’s up and runningThe “funding issue” mentioned in the homeowner’s communication was incorrectly communicated by an unauthorized representative that doesn’t work for our companyOneRoof Energy has and will continue to work with the homeowner to make sure the system is turned on as soon as we’re able toIn light of the project time frame, we have offered months of free solar with no cap in addition to their original months free solar up to $promotionWe are happy to further discuss resolution and will do everything in our power to get their system turned on soonWe are currently in the process of applying for the permission to operate with the utility companyThe turnaround time for this is dependent on the specific utility, but we hope to have everything completed within the next month or soPlease let me know if you or the customer has any further questionsThank you for the opportunity to respond to this communication

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
I would only add that the November delay was due to a miscommunication as to whom would get the HOA approval
Regards,
*** ***

We thank you again for your response, and understand your frustration with the overall time frameThe utility company approval is required to turn the system on, but this isn’t the only approval in the processWe require many approvals on the back end as well, and are currently waiting for our partners to finalize their approval before we’re able to submit the application to your utility companyWe acknowledge this has taken longer than we would like, but there is no way around receiving this approval before moving forwardWe promise we want your system turned on as much as you, and have been working every day to expedite thisWe will continue working until your system is turned on, and are doing everything in our power to make this happen as soon as possibleAs far as the communications with our company, we are extremely sorry to hear they weren’t satisfactoryWe agree it is inexcusable that you experienced non-returned calls, and know you now have access to our customer care line, as well as a direct manager contactIn response to your request, it would take longer to start the process from scratch with a new company than to finish your current projectBecause of the significant investment of time and money to process, design, permit, buy and install the solar system on your roof, we are unable to release the contract and remove the panelsWe’ll continue to keep you updated as your project advances, and hope to have your system on very soonPlease let us know how we can help in the meantime and we're happy to do whatever we can.Thank you for your time

named-flow="FLOW-2">Thank you for forwarding the customer communication regarding a solar system originally installed by OneRoof Energy
As noted in the customer’s communication, they purchased their home in July which included a OneRoof Energy solar systemThe solar system was originally installed by the previous homeowner who subsequently “bought out” the lease for the system, i.ethe solar system is no longer leased from OneRoof EnergyWhen a homeowner purchases a system versus leasing, the warranty obligations dramatically changeAll warranty obligations are now the responsibility of the manufacturer of the solar panels, as well as all ancillary equipment, and the workmanship is the responsibility of the installation companyOneRoof Energy does not physically install solar systems, but relies on a national network of installation companiesWith that said, OneRoof Energy has and will continue to work with the homeowner to make sure the system is working properly and all equipment has been installedOne of our customer service representatives will immediately contact the homeowner and determine the steps which need to be taken to resolve the issue to the homeowner’s satisfaction
Please let me know if you or the customer has any further questionsThank you for the opportunity to respond to this communication
Sincerely,
*** ** ***
Vice President, Investor Relations & Compliance
OneRoof Energy, Inc

Dear Mr***,
We would like to thank you for bringing
these issues to our
attentionWe are dedicated to providing the best customer
service in the industryHelpful feedback like this provides us with an
opportunity to improve our process and demonstrate that commitment
We understand your frustration with the
delayed installation and misquoted rebateAs promised, we will be honoring our
commitment by refunding $1,towards your purchase of a solar systemOur
accounting department has written the check and will be mailing it through
Fedex on Friday, April 11, We
would like to do more than provide a rebate; we would like to fully disclose
the details of the project, so that you understand exactly what delayed our
progress
State utility rebates are only available
until the applicable fund is depletedThe fund for SDG&E was available at
the time that your proposal was generated, but was exhausted at the end of
and we simply missed that cut off. We pride
ourselves on keeping our word and will be honoring the promised rebate
In regard to your installation, there were
two documentation fulfillment issues that inhibited our progressOn November
1, we requested documentation from you that was necessary to fund your
system and process the necessary paperworkWe did not receive the requested documents
until November 25thAs soon as we received that information from
you, we were able to begin the design and permitting
process, two days laterThe next delay in this process came from the city of
Oceanside, who did not approve your permit until January 28, The industry
average installation time is approximately daysWe were able to get your
system designed, permitted and installed in less than days from the date we
had all information necessary for us to move to these steps in the installation
process
Our strongest regret is that we did not
better communicate with you throughout the processWe hope that the refund
along with our transparent explanation will provide you with the answers and
results you deserve. Simply put, we wish
to win back your confidence and more: we want the loyalty of our homeowners to outlast
the life of their systems.
Please call us if you have any questions or
concerns
Best Regards,
*** ***
OneRoof Energy

Dear Mr. [redacted],
We would like to thank you for bringing this issue to our
attention. However, after conducting a thorough search, we were unable to find
any record of us or our partners contacting you. While we were unable to find
you in our system,...

we nevertheless take claims such as these very seriously.
We have added your information to our Do Not Call lists so
that you won’t be contacted by us in the future. Customer care is a high
priority for us and we want to make sure that we do our best to avoid this
situation in the future. We also want to let you know that it is not our policy
to claim that we represent any government organization, as that is an
inaccurate claim. 
Again, thank you for letting us know about this situation.
Sincerely,
[redacted]
OneRoof Energy

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.While I agree that my dating of the PPA is incorrect, This is irrelevant in regard to the actual complaint. All documentation was received by us and returned to the company in February, and my utility sent a verification email telling us a case number was filed on our behalf for the system. Installation proceeded smoothly the first week of March, and we received a follow-up email from a customer service shortly afterwards. From that point, everything went downhill in terms of being able to get answers from the company as to when the system was actually going to be activated. The utility has informed us that they require the rest of the paperwork submitted, which has not been done in the 5 months since the panels went on my roof.I am hard pressed to understand why the only answer I have received from anyone as to when this will be accomplished is the standard "a few weeks"."We are also looking into why the project manager didn’t return calls – we take customer communications seriously, and will ensure this is taken care of." - In fact, the ONLY time the company has contacted me in the past several weeks is when I filed this complaint, when they called my wife, during which they again repeated the phrase "a few weeks" when pressed for when this job would be completed.At least the company's written response above narrows it down to a "couple of weeks"."Furthermore, they will be able to reach out directly to our customer resolutions team any time they have questions" - We have, and on the occasion we have actually spoken to a live person, we have gotten no answers."While we cannot cancel the agreement, we would like to extend an offer of an additional 6 months of free solar power once the system is turned on." - We must be striking a nerve, because they only offered me an additional 3 months on the phone a few weeks ago, when they told me they would have the paperwork to the utility by the end of July."we cover the high out-of-pocket costs of designing, installing and buying solar equipment, as well as walking the project through various levels of permitting and inspections." - Right. I read the agreement. It's a great sales pitch. But as a [redacted] Licensed Master Plumber, I know all about dealing with permits and inspections. And how long this process should take.Bottom line, the company is dragging their feet for some reason, whether financial or otherwise. My wife and I are not at all satisfied with the service they have provided in the last 5 months, and we do not want to do business with a company that is supposed to be able to guarantee my service for 20 years if we cannot get them to answer a simple question.We want to be released from this contract and the panels removed from our roof.
Regards,
[redacted]

Thank you for forwarding the customer communication regarding a solar system originally installed by OneRoof Energy. As noted in the customer’s communication, they purchased their home in July 2015 which included a OneRoof Energy solar system. The solar system was originally installed by the...

previous homeowner who subsequently “bought out” the lease for the system, i.e. the solar system is no longer leased from OneRoof Energy. When a homeowner purchases a system versus leasing, the warranty obligations dramatically change. All warranty obligations are now the responsibility of the manufacturer of the solar panels, as well as all ancillary equipment, and the workmanship is the responsibility of the installation company. OneRoof Energy does not physically install solar systems, but relies on a national network of installation companies.With that said, OneRoof Energy has and will continue to work with the homeowner to make sure the system is working properly and all equipment has been installed. One of our customer service representatives will immediately contact the homeowner and determine the steps which need to be taken to resolve the issue to the homeowner’s satisfaction. Please let me know if you or the customer has any further questions. Thank you for the opportunity to respond to this communication. Sincerely,  [redacted]Vice President, Investor Relations & ComplianceOneRoof Energy, Inc.

Please find attached OneRoof Energy's response to the complaint received by the Revdex.com from [redacted].  The signed original of this letter response will also be mailed to the Revdex.com.If you have any questions, please contact me direct or [redacted] at...

[redacted] or [redacted].Dear Ms. [redacted]:We are in receipt of your communication(s) regarding a complaint filed with your organization on October 1, 2015. Our customer care team is extremely conscientious and immediately researched the issue(s) underlying this complaint. In addition, we escalated our communication to the customer. The complaint to the Revdex.com resulted in a miscommunication between our company, a trusted partner company and the customer. As background, the customer was to receive a promotion of $2,000 for the installation of solar panels. The $2,000 promotion was to be credited over a two-year period or 24 payments at $84.33 to the customer’s monthly lease invoice beginning in May 2015. We have spoken to the customer and have issued our check in the amount of $505.98 which represents six months at $84.33 (May – October). In addition, the customer will receive a credit of $84.33 per month for the next 18 months. We have apologized to the customer for any inconvenience the delay in the applying the monthly credit may have caused.Please consider this communication a final resolution to this complaint. If you have any further questions, please contact me direct at [redacted] or [redacted]. Please delete [redacted] from your company contact records as all future Revdex.com complaints should be directed to me.Sincerely,[redacted]

Thank you for forwarding this communication from one of our customers. We installed a no money down solar system at this home soon after the homeowners signed up for one of our power purchase agreements. With the power purchase agreement, our company covers the high out-of-pocket costs of designing,...

installing and buying solar equipment, as well as walking the project through various levels of permitting and inspections. As a result, the homeowner receives the benefits of solar power without having to make a large investment up front. This is a very popular way for people to adopt solar and not subject themselves to the high initial costs of doing so. We invested significant funds and followed through on delivering and installing an entire solar system and monitoring equipment at the homeowner’s residence at no cost to them. Although we understand and share the homeowner’s enthusiasm to turn the system on, we must follow an extensive and sometimes lengthy process that involves ensuring important documentation is completed before submitting the project to the utility company in order to obtain permission to operate. The time frame for the completion of solar projects can vary greatly due to a variety of factors. We strive to get our systems on and benefiting households as soon as possible, and the homeowner does not incur any cost whatsoever until it’s up and running. The “funding issue” mentioned in the homeowner’s communication was incorrectly communicated by an unauthorized representative that doesn’t work for our company. OneRoof Energy has and will continue to work with the homeowner to make sure the system is turned on as soon as we’re able to. In light of the project time frame, we have offered 3 months of free solar with no cap in addition to their original 6 months free solar up to $750 promotion. We are happy to further discuss resolution and will do everything in our power to get their system turned on soon. We are currently in the process of applying for the permission to operate with the utility company. The turnaround time for this is dependent on the specific utility, but we hope to have everything completed within the next month or so. Please let me know if you or the customer has any further questions. Thank you for the opportunity to respond to this communication.

We thank you again for your response, and understand your frustration with the overall time frame. The utility company approval is required to turn the system on, but this isn’t the only approval in the process. We require many approvals on the back end as well, and are currently waiting for our partners to finalize their approval before we’re able to submit the application to your utility company. We acknowledge this has taken longer than we would like, but there is no way around receiving this approval before moving forward. We promise we want your system turned on as much as you, and have been working every day to expedite this. We will continue working until your system is turned on, and are doing everything in our power to make this happen as soon as possible. As far as the communications with our company, we are extremely sorry to hear they weren’t satisfactory. We agree it is inexcusable that you experienced non-returned calls, and know you now have access to our customer care line, as well as a direct manager contact. In response to your request, it would take longer to start the process from scratch with a new company than to finish your current project. Because of the significant investment of time and money to process, design, permit, buy and install the solar system on your roof, we are unable to release the contract and remove the panels. We’ll continue to keep you updated as your project advances, and hope to have your system on very soon. Please let us know how we can help in the meantime and we're happy to do whatever we can.
Thank you for your time.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
While I agree that my dating of the PPA is incorrect, This is irrelevant in regard to the actual complaint.
All documentation was received by us and returned to the company in February, and my utility sent a verification email telling us a case number was filed on our behalf for the system. Installation proceeded smoothly the first week of March, and we received a follow-up email from a customer service shortly afterwards.
From that point, everything went downhill in terms of being able to get answers from the company as to when the system was actually going to be activated. The utility has informed us that they require the rest of the paperwork submitted, which has not been done in the 5 months since the panels went on my roof.
I am hard pressed to understand why the only answer I have received from anyone as to when this will be accomplished is the standard "a few weeks".
"We are also looking into why the project manager didn’t return calls – we take customer communications seriously, and will ensure this is taken care of." - In fact, the ONLY time the company has contacted me in the past several weeks is when I filed this complaint, when they called my wife, during which they again repeated the phrase "a few weeks" when pressed for when this job would be completed.
At least the company's written response above narrows it down to a "couple of weeks".
"Furthermore, they will be able to reach out directly to our customer resolutions team any time they have questions" - We have, and on the occasion we have actually spoken to a live person, we have gotten no answers.
"While we cannot cancel the agreement, we would like to extend an offer of an additional 6 months of free solar power once the system is turned on." - We must be striking a nerve, because they only offered me an additional 3 months on the phone a few weeks ago, when they told me they would have the paperwork to the utility by the end of July.
"we cover the high out-of-pocket costs of designing, installing and buying solar equipment, as well as walking the project through various levels of permitting and inspections." - Right. I read the agreement. It's a great sales pitch. But as a [redacted] Licensed Master Plumber, I know all about dealing with permits and inspections. And how long this process should take.
Bottom line, the company is dragging their feet for some reason, whether financial or otherwise. My wife and I are not at all satisfied with the service they have provided in the last 5 months, and we do not want to do business with a company that is supposed to be able to guarantee my service for 20 years if we cannot get them to answer a simple question.
We want to be released from this contract and the panels removed from our roof.
Regards,
[redacted]

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Address: 2033 San Elijo Ave # 570, Cardiff By The Sea, California, United States, 92007-1726

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