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OneRoof Energy

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OneRoof Energy Reviews (2)

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

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 BBB.If you have any questions, please contact me direct or [redacted] at... [redacted] or [redacted] .Dear Ms. ***: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 BBB 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 BBB complaints should be directed to me.Sincerely, [redacted]

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