PEP Solar

On Wed, Oct 21, 2015 at 9:30 AM, [redacted] <[redacted]> wrote:Mr. [redacted] : PEP Solar : Your 2nd Revdex.com Complaint Will Be AnsweredVery detailed records are held by the utility company, city, and our servers.  PEP Solar never promised your system would be turned on within 90 days.  All over our website and the contract you signed it states the install will take an average 90 days to install (with no mention of it being turned on).  PEP Solar is not the utility company, nor do we control their schedule, or their process for residences going solar.  The fact is we installed your system as stated and within the time frame we estimated.We have records with [redacted] who have ping servers with special program that they state your router is purposely blocking port 25 SMTP so the inverter is able to transmit the data.  You are always welcome to call solar edge direct as the monitoring is setup as a courtesy so you can see your system production from anywhere in the world.  On October 9th we received email from [redacted] Tech support stating, " ·         [redacted] ([redacted]) has no communication to the internet. Router is blocking gateway from communicating " which we sent email requesting you unblock your router. Monitoring does not affect the inverter production or the measurement of its production as this federally controlled production is measured at your NET METER with the utility.  Please contact [redacted] directly as we do not provide support for personal routers:  ###-###-####How you use your power is up to your family, but PEP Solar has no control over your lifestyle and PEP Solar only guarantees the production in your contract.  See below [redacted] solar portal screen print.  [redacted] does not allow PEP Solar or any solar company to "forecast" paperwork as it is completed in phases.  The minute we received the green tag for your system, PEP Solar was complete with your project.PEP Solar has over 5,000 installs in the state of Arizona and we are the oldest residential solar electric installer, installing since 1981.  PEP Solar is a preferred [redacted] (qualified solar installer) and [redacted] (preferred solar installer).Pictures of the install can be seen here:[redacted]CC:  Revdex.com.orgRespectfully,[redacted]PEP SolarInstalling Solar Since 1981 O:  ###-###-####F:  ###-###-####E:   [redacted] W:  pepsolar.com...⇄ Us   Follow Us  LinkIn UsPhoenixEnergyProducts.com[redacted]PHX, AZ 85050SUPPORT OUR TROOPS!

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.
Good afternoon,The system will not allow me to enter my response.PEP solar caused undo financial hardship on my family after I complained about the installation time frames. We were told that our system would be up and producing power in 90 days by their sales staff. After I said I was going to cancell the contract for lack action on their part, they installed the solar panels on our home on the 90th day. Immediately after that they began to slow play the paperwork to [redacted]. At first they didn't send it, which caused a delay in the solar hook-up. Next they sent incomplete paperwork to [redacted] which delayed the solar once again. Each delay took about 3 weeks. This caused us to make a high electric payment and a solar payment for two months. By them not processing the paperwork in a timely manner with [redacted] caused an incredible financial hardship on my family. We had to wait to pay other bills. This game that was played, let me know how this company truly operates. How many other families have they done this to.I am srtill waiting for the company to send me the link so I can moniter our solar production to ensure we stay within power usage so I don't have to continue to pay high electric bills and solar payments. I spoke to PEP management and they stated that it would be a while before they would send it to me because they received more business. Am I not a paying customer that had to wait to get my solar? Why do we have to wait when we already paid for the service they promised to provide.PEP Soler needs to pay for our electric that we had to use when we should have been using solar. For two months our solar bill was $840 compared to the $488 in solar payments.They need to be held accountable for their inactions.
Regards,
[redacted]

Received a phone call from the electrical engineer today to install a sub panel on January 5, 2016.  I have not agreed to anything until the complaint with your office is settled.  Still have not received a phone call from [redacted] on status or even a schedule, other than the one I just sent you that they ordered materials. I guess I am still confused about all the information that was taken and submitted in Oct that sat for over two months before anything got started.[redacted]###-###-####

Mr. [redacted]:We have attempted to complete your solar install and we are ready to complete it.  You were notified your system install could not be completed last year because [redacted] did not approve any designs not submitted before October 1, 2015.  All engineering and documents had to be uploaded by September 30, 2015 yet you signed on Oct 2, 2015 (with right of rescission of 3 days that put your start of your job at Oct 5, 2015).  You were also emailed from icontact stating all jobs take an average of 90 plus days before the system is installed.  This means we are at Jan 5th which PEP Solar called to install your system on Jan 4th 2016 (right on time) to complete on Wednesday Jan 7 2016.PEP Solar keeps all records through third party sites like Icontact.  On November 9th a congratulations on going solar was sent out by Icontact.  In this communication it set the stage and detailed what is taking place in the background and how long it takes to perform the install.  Icontact's log shows your email address opened this message 19 times by you.Icontact Audit: Sent original November 9th 2015 Congratulations on Going Solar : Please see attached document sent November 9th to customer called Congratulations on going solar.The fact is PEP Solar is exactly on time with the customer's install and he is refusing to allow us to proceed.  At some point either we are paid for a non-installed system or paid for an on time high quality solar install.

The customer from the very beginning after we finished the install, February 2015, had one module that would not send data for monitoring.  The manufacture [redacted] was bought out by [redacted] January 2015 and when we escalated to the manufacture, it was a surprise the company was bought....

 It was not until February 2015 when we tried to call our normal tech support people did we find out 98% of the company was laid off.  This created problems with communicating with [redacted] as they were moving everything over to their [redacted] technical support staff.  At first [redacted] was all happy with the take over and it seemed like our service with [redacted] was going to be even better.  The [redacted] relationship went sour almost within 30 days after as no one understood the new technology and [redacted] decided to hire some of the old staff back from Solar[redacted].  The programmers would not come back to [redacted] and we only received one of our high tech support guys and an engineer from the old Solar[redacted] staff.  We stated on many emails we needed to obtain tech support as outages to the monitoring portal was taking place as they moved the servers, changed the network timeouts, and our monitoring failures increased 2,000% over night.  Mr. [redacted] was in the more than 40 sites PEP Solar was trying to obtain support from SunPower.  Several months of PEP Solar going back n forth to only find out [redacted] was trying to discredit PEP Solar and not allow us to do warranty work on the [redacted] product because they claimed were were not, "[redacted] Dealers".  It has only been found out last week on 6/22/15 that [redacted] was going to other companies like Sun Valley Solar and telling OUR customers who purchased ET SOLAR USA product they were obtaining [redacted] dealers to do the warranty work.  This created a lot of problems for PEP Solar as customers were doubting our dedication, our ethics, and our ability to take care of the customer.  PEP Solar has been installing residential solar since 1981 and we are the oldest in Arizona.Only just 3 weeks ago we received a replacement inverter for Mr. [redacted].  Now don't forget we have had 40 other sites we have been juggling because of the [redacted] take over.  We explained to Mr. [redacted] we were doing everything we could to obtain service and warranty parts.  PEP Solar had been working with Solar[redacted] for over 2 years and we never had these issues with support or warranty replacement parts.  [redacted] purposely tried to cut PEP Solar out of the conversation and here is the evidence to support this cruel and unbelievable steps by a multi-national billion dollar company:Please see the evidence of [redacted] trying to circumvent PEP Solar so they could over charge with Sun Valley Solar and then back charge PEP Solar for its losses"On Tue, Jun 23, 2015 at 8:02 AM, [redacted] <[redacted]> wrote:Jean, I’ve spoken to [redacted] from PEP Solar and she committed to completing the replacement of all 21 MicroInverters within 1 to 2 business days after receiving the materials.  They have been shipped out already to Sun Valley Solar Solutions (SVSS) and we are going to coordinate with them to transfer the materials to PEP Solar upon receipt. This way you will be able to keep any warranties and/or guarantees explicitly offered by PEP Solar. I will keep the communication lines open with you to keep you updated with any changes, but we expect the shipment to be delivered by tomorrow.  As mentioned in our telephone discussion yesterday, please contact me with any questions or concerns you may have. My contact information is located in my email signature. [redacted], I will let you know when we expect to have the materials in your possession as soon as I confirm delivery. Enjoy your day! Best Regards, [redacted] | Executive Service Specialist2900 Esperanza Crossing, Floor 2, Austin, Texas 78758 | Office: 512.735.0711 | [redacted] Logo"So as you can see we have had a lot of challenges and a lot of politics for reasons only [redacted] can answer too.  PEP Solar is engaged, available, and we just replaced the inverter for Mr. [redacted].  [redacted] now wants us to go back to replace another interver on the roof to finalize his ability to monitor with all inverters.This email was received by [redacted] today to swap the new inverter received with [redacted] which we were about to call to swap one more inverter to finalize the warranty work.Sean,Case# [redacted], with RMA- [redacted] is for the replacement of MI  [redacted].Regards,[redacted]| Lead ACPV Technical Support Engineer9229 Waterford Centre Blvd, Ste. 110 Austin, Tx. 787581-800-786-7693 [redacted].[redacted]   [redacted]PEP Solar is there for all its customers and we are there for Mr. [redacted].  Once he "smelled blood in the water" he starting demanding money from PEP Solar or else:"Hi [redacted]:Your inverter has been replaced under warranty as it was not reporting the data.  We can see your NET METER which it demonstrates all of your power has been generating as stated.  PEP Solar's guarantee is based on 1 year rolling accounting of power generation which we are able to carry over for the following years in its over production in your PEP owner's manual.  Currently, your system is exceeding the generation numbers we guaranteed.[redacted]:  Please let the customer know what took place from a software stand point with the Inverter not reporting to the database.  Also note PEP Solar was not able to move the new inverter into the customer's portal as the old one is still in place.  We swapped inverter serial [redacted] with the new one inverter serial [redacted].  Solar power is about saving money, social responsibility & national security.[redacted]PEP SolarInstalling Solar Since 1981 Inline image 1O:  [redacted] ext. 102F:  [redacted]E:   [redacted] W:  [redacted]  Find Us   Follow Us  LinkIn Us[redacted]SUPPORT OUR TROOPS!On Thu, May 28, 2015 at 2:01 PM, [redacted] <[redacted]> wrote:I feel I have been very patient since I notified you of this issue on March 29th. I now would like to be reimbursed for any power not generated by the unit from the installation date to the time it is fixed. [redacted]Mr. [redacted] did not like PEP Solar would not allow him to extort money from our company, so he told me if we did not pay him he was going to complain.  So it looks like even with all PEP Solar is working to do under the Manufacture's take over of Solar [redacted], Mr. [redacted] decided he was going to use the Revdex.com to his advantage.  PEP Solar will schedule next Saturday to replace the inverter one more time as requested by [redacted] and this should finally resolve the issue.  The issue was a monitoring issue and not a power generating issue.Solar power is about saving money, social responsibility & national security.[redacted]PEP SolarInstalling Solar Since 1981

On Wed, Oct 21, 2015 at 9:30 AM, [redacted] <[redacted]> wrote:
Mr. [redacted] : PEP Solar : Your 2nd Revdex.com Complaint Will Be Answered
Very detailed records are held by the utility company, city, and our servers.  PEP Solar never promised your system would be turned on within 90 days.  All over our website and the contract you signed it states the install will take an average 90 days to install (with no mention of it being turned on).  PEP Solar is not the utility company, nor do we control their schedule, or their process for residences going solar.  The fact is we installed your system as stated and within the time frame we estimated.
We have records with [redacted] who have ping servers with special program that they state your router is purposely blocking port 25 SMTP so the inverter is able to transmit the data.  You are always welcome to call solar edge direct as the monitoring is setup as a courtesy so you can see your system production from anywhere in the world.  On October 9th we received email from [redacted] Tech support stating, " ·         [redacted]) has no communication to the internet. Router is blocking gateway from communicating " which we sent email requesting you unblock your router. Monitoring does not affect the inverter production or the measurement of its production as this federally controlled production is measured at your NET METER with the utility.  Please contact [redacted] directly as we do not provide support for personal routers:  ###-###-####
How you use your power is up to your family, but PEP Solar has no control over your lifestyle and PEP Solar only guarantees the production in your contract.  
See below [redacted] solar portal screen print.  [redacted] does not allow PEP Solar or any solar company to "forecast" paperwork as it is completed in phases.  The minute we received the green tag for your system, PEP Solar was complete with your project.
PEP Solar has over 5,000 installs in the state of Arizona and we are the oldest residential solar electric installer, installing since 1981.  PEP Solar is a preferred [redacted] (qualified solar installer) and [redacted] (preferred solar installer).
Pictures of the install can be seen here:

CC:  Revdex.com.org
Respectfully,
[redacted]PEP Solar
Installing Solar Since 1981 
O:  ###-###-####
F:  ###-###-####E:   [redacted] W:  pepsolar.com 
 Find Us   Follow Us  LinkIn Us
PhoenixEnergyProducts.com

PHX, AZ 85050
SUPPORT OUR TROOPS!

Mr. [redacted]:
We have attempted to complete your solar install and we are ready to complete it.  You were notified your system install could not be completed last year because [redacted] did not approve any designs not submitted before October 1, 2015.  All engineering and documents had to be uploaded by September 30, 2015 yet you signed on Oct 2, 2015 (with right of rescission of 3 days that put your start of your job at Oct 5, 2015).  You were also emailed from icontact stating all jobs take an average of 90 plus days before the system is installed.  This means we are at Jan 5th which PEP Solar called to install your system on Jan 4th 2016 (right on time) to complete on Wednesday Jan 7 2016.
PEP Solar keeps all records through third party sites like Icontact.  
On November 9th a congratulations on going solar was sent out by Icontact.  In this communication it set the stage and detailed what is taking place in the background and how long it takes to perform the install.  Icontact's log shows your email address opened this message 19 times by you.
Icontact Audit: Sent original November 9th 2015 Congratulations on Going Solar : Please see attached document sent November 9th to customer called Congratulations on going solar.
The fact is PEP Solar is exactly on time with the customer's install and he is refusing to allow us to proceed.  At some point either we are paid for a non-installed system or paid for an on time high quality solar install.

On Wed, Oct 21, 2015 at 9:30 AM, [redacted] <[redacted]> wrote:
Mr. [redacted] : PEP Solar : Your 2nd Revdex.com Complaint Will Be Answered
Very detailed records are held by the utility company, city, and our servers.  PEP Solar never promised your system would be turned on within 90 days.  All over our website and the contract you signed it states the install will take an average 90 days to install (with no mention of it being turned on).  PEP Solar is not the utility company, nor do we control their schedule, or their process for residences going solar.  The fact is we installed your system as stated and within the time frame we estimated.
We have records with [redacted] who have ping servers with special program that they state your router is purposely blocking port 25 SMTP so the inverter is able to transmit the data.  You are always welcome to call solar edge direct as the monitoring is setup as a courtesy so you can see your system production from anywhere in the world.  On October 9th we received email from [redacted] Tech support stating, " ·         [redacted] ([redacted]) has no communication to the internet. Router is blocking gateway from communicating " which we sent email requesting you unblock your router. Monitoring does not affect the inverter production or the measurement of its production as this federally controlled production is measured at your NET METER with the utility.  Please contact [redacted] directly as we do not provide support for personal routers:  ###-###-####
How you use your power is up to your family, but PEP Solar has no control over your lifestyle and PEP Solar only guarantees the production in your contract.  
See below [redacted] solar portal screen print.  [redacted] does not allow PEP Solar or any solar company to "forecast" paperwork as it is completed in phases.  The minute we received the green tag for your system, PEP Solar was complete with your project.
PEP Solar has over 5,000 installs in the state of Arizona and we are the oldest residential solar electric installer, installing since 1981.  PEP Solar is a preferred [redacted] (qualified solar installer) and [redacted] (preferred solar installer).
Pictures of the install can be seen here:

CC:  Revdex.com.org
Respectfully,
[redacted]PEP Solar
Installing Solar Since 1981 
O:  ###-###-####
F:  ###-###-####E:   [redacted] W:  pepsolar.com 
 Find Us   Follow Us  LinkIn Us
PhoenixEnergyProducts.com

PHX, AZ 85050
SUPPORT OUR TROOPS!

The customer from the very beginning after we finished the install, February 2015, had one module that would not send data for monitoring.  The manufacture [redacted] was bought out by [redacted] January 2015 and when we escalated to the manufacture, it was a surprise the company was bought....

 It was not until February 2015 when we tried to call our normal tech support people did we find out 98% of the company was laid off.  This created problems with communicating with [redacted] as they were moving everything over to their [redacted] technical support staff.  At first [redacted] was all happy with the take over and it seemed like our service with [redacted] was going to be even better.  The [redacted] relationship went sour almost within 30 days after as no one understood the new technology and [redacted] decided to hire some of the old staff back from Solar[redacted].  The programmers would not come back to [redacted] and we only received one of our high tech support guys and an engineer from the old Solar[redacted] staff.  We stated on many emails we needed to obtain tech support as outages to the monitoring portal was taking place as they moved the servers, changed the network timeouts, and our monitoring failures increased 2,000% over night.  Mr. [redacted] was in the more than 40 sites PEP Solar was trying to obtain support from SunPower.  Several months of PEP Solar going back n forth to only find out [redacted] was trying to discredit PEP Solar and not allow us to do warranty work on the [redacted] product because they claimed were were not, "[redacted] Dealers".  It has only been found out last week on 6/22/15 that [redacted] was going to other companies like Sun Valley Solar and telling OUR customers who purchased ET SOLAR USA product they were obtaining [redacted] dealers to do the warranty work.  This created a lot of problems for PEP Solar as customers were doubting our dedication, our ethics, and our ability to take care of the customer.  PEP Solar has been installing residential solar since 1981 and we are the oldest in Arizona.Only just 3 weeks ago we received a replacement inverter for Mr. [redacted].  Now don't forget we have had 40 other sites we have been juggling because of the [redacted] take over.  We explained to Mr. [redacted] we were doing everything we could to obtain service and warranty parts.  PEP Solar had been working with Solar[redacted] for over 2 years and we never had these issues with support or warranty replacement parts.  [redacted] purposely tried to cut PEP Solar out of the conversation and here is the evidence to support this cruel and unbelievable steps by a multi-national billion dollar company:Please see the evidence of [redacted] trying to circumvent PEP Solar so they could over charge with Sun Valley Solar and then back charge PEP Solar for its losses"On Tue, Jun 23, 2015 at 8:02 AM, [redacted] <[redacted]> wrote:Jean, I’ve spoken to [redacted] from PEP Solar and she committed to completing the replacement of all 21 MicroInverters within 1 to 2 business days after receiving the materials.  They have been shipped out already to Sun Valley Solar Solutions (SVSS) and we are going to coordinate with them to transfer the materials to PEP Solar upon receipt. This way you will be able to keep any warranties and/or guarantees explicitly offered by PEP Solar. I will keep the communication lines open with you to keep you updated with any changes, but we expect the shipment to be delivered by tomorrow.  As mentioned in our telephone discussion yesterday, please contact me with any questions or concerns you may have. My contact information is located in my email signature. [redacted], I will let you know when we expect to have the materials in your possession as soon as I confirm delivery. Enjoy your day! Best Regards, [redacted] | Executive Service Specialist2900 Esperanza Crossing, Floor 2, Austin, Texas 78758 | Office: 512.735.0711 | [redacted] Logo"So as you can see we have had a lot of challenges and a lot of politics for reasons only [redacted] can answer too.  PEP Solar is engaged, available, and we just replaced the inverter for Mr. [redacted].  [redacted] now wants us to go back to replace another interver on the roof to finalize his ability to monitor with all inverters.This email was received by [redacted] today to swap the new inverter received with [redacted] which we were about to call to swap one more inverter to finalize the warranty work.Sean,Case# [redacted], with RMA- [redacted] is for the replacement of MI  [redacted].Regards,[redacted]| Lead ACPV Technical Support Engineer9229 Waterford Centre Blvd, Ste. 110 Austin, Tx. 787581-800-786-7693 [redacted]   [redacted]PEP Solar is there for all its customers and we are there for Mr. [redacted].  Once he "smelled blood in the water" he starting demanding money from PEP Solar or else:"Hi [redacted]:Your inverter has been replaced under warranty as it was not reporting the data.  We can see your NET METER which it demonstrates all of your power has been generating as stated.  PEP Solar's guarantee is based on 1 year rolling accounting of power generation which we are able to carry over for the following years in its over production in your PEP owner's manual.  Currently, your system is exceeding the generation numbers we guaranteed.[redacted]:  Please let the customer know what took place from a software stand point with the Inverter not reporting to the database.  Also note PEP Solar was not able to move the new inverter into the customer's portal as the old one is still in place.  We swapped inverter serial [redacted] with the new one inverter serial [redacted].  Solar power is about saving money, social responsibility & national security.[redacted]PEP SolarInstalling Solar Since 1981 Inline image 1O:  [redacted] ext. 102F:  [redacted]E:   [redacted] W:  [redacted]  Find Us   Follow Us  LinkIn Us[redacted]

[redacted]SUPPORT OUR TROOPS!On Thu, May 28, 2015 at 2:01 PM, [redacted] <[redacted]> wrote:I feel I have been very patient since I notified you of this issue on March 29th. I now would like to be reimbursed for any power not generated by the unit from the installation date to the time it is fixed. [redacted]Mr. [redacted] did not like PEP Solar would not allow him to extort money from our company, so he told me if we did not pay him he was going to complain.  So it looks like even with all PEP Solar is working to do under the Manufacture's take over of Solar [redacted], Mr. [redacted] decided he was going to use the Revdex.com to his advantage.  PEP Solar will schedule next Saturday to replace the inverter one more time as requested by [redacted] and this should finally resolve the issue.  The issue was a monitoring issue and not a power generating issue.Solar power is about saving money, social responsibility & national security.[redacted]PEP SolarInstalling Solar Since 1981

PEP Solar is scheduled to go to the customer's house today to replace the inverter not sending data to [redacted].  We have the new replacement inverter in our hands now.[redacted]:  July 9 2015 scheduled for one micro-inverter replacement 4pm mst[redacted]PEP SolarJuly 9, 2015

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.
Good afternoon,The system will not allow me to enter my response.
PEP solar caused undo financial hardship on my family after I complained about the installation time frames. We were told that our system would be up and producing power in 90 days by their sales staff. After I said I was going to cancell the contract for lack action on their part, they installed the solar panels on our home on the 90th day. Immediately after that they began to slow play the paperwork to [redacted]. At first they didn't send it, which caused a delay in the solar hook-up. Next they sent incomplete paperwork to [redacted] which delayed the solar once again. Each delay took about 3 weeks. This caused us to make a high electric payment and a solar payment for two months. By them not processing the paperwork in a timely manner with [redacted] caused an incredible financial hardship on my family. We had to wait to pay other bills. This game that was played, let me know how this company truly operates. How many other families have they done this to.
I am srtill waiting for the company to send me the link so I can moniter our solar production to ensure we stay within power usage so I don't have to continue to pay high electric bills and solar payments. I spoke to PEP management and they stated that it would be a while before they would send it to me because they received more business. Am I not a paying customer that had to wait to get my solar? Why do we have to wait when we already paid for the service they promised to provide.
PEP Soler needs to pay for our electric that we had to use when we should have been using solar. For two months our solar bill was $840 compared to the $488 in solar payments.
They need to be held accountable for their inactions.

Regards,

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.I would like to address PEP Solar's / [redacted] attempt to defame me by stating I am trying to extort money from his company. I have worked hard over  the years to maintain excellent credit and to keep working relationships with  all of whom I do business with, and only recently has that changed with PEP  Solar. I hope to see this turn around. We have a business deal of which I have been making my payments as agreed and my problem is with the system PEP Solar installed on my house is not working as promised. I only want to be  reimbursed for any power the panel has not produced since installation.  If it can be shown that the panel has been producing what was promised since installation, I do not want or expect any compensation. That is not extortion, it is a business transaction. I paid for 26 panels and want 26 working panels along with a monitoring system which shows they are all working properly.  Additionally, I feel compelled to mention that I never threatened to complain to the Revdex.com. I did complain to representatives of PEP Solar about my dissatisfaction, without results. My last call on 6/24/15 at 3:31 PM was to [redacted], the Senior Energy Consultant who sold us the system in December 2014. I complained to him and he assured me [redacted] would call me by the end of the next day.  I waited an extra day after not hearing from either Sean or another PEP Solar representative and filed my formal complaint on Friday night.  Also my email on 6/19/15 to [redacted] with a copy to [redacted], [redacted] Technical Support, [redacted], [redacted], [redacted], [redacted] and [redacted] went unanswered by all.  Again, my motivation for filing the complaint was to let PEP Solar know that I am very dissatisfied with the system along with the communication I am receiving. While I was not pleased to have to file the complaint, I saw no other way to get results. I look forward to resolving this issue in a positive manner. 

Regards,

PEP Solar is the oldest solar electric installer in Arizona:Our videos, photos, [redacted] interviews dating in the 80’s demonstrates our commitment to our community and our history. Customers sign up with PEP Solar in the hundreds during the summer and several thousands are in the...

queue with the utility company.  We have on our website and in our agreements customers’ solar systems will be installed an average of 90 days.  It takes a lot of communication with utility for reservations, site plans, one line diagrams, three line engineered electrical diagrams working with the fire department for 3 foot international set back approvals, and then city working with the fire department for 3 foot international set back approvals, and then city approvals.  These are legal requirements required by city, state, federal, fire, and utility. PEP Solar is certified as a preferred solar installer and we will not skip over regulations to speed up the process.  The process highly regulated and controlled by outside influences beyond PEP Solar’s control and in fact PEP Solar does not control the utility company verified schedule or when the utility will commission the systems.  PEP Solar can only control the install process and work within legal guidelines for installation.  The customer’s solar project was installed and completed on the 90th day as summer always is the busiest time of the year.  Once the system was installed, PEP Solar must upload the city permit green tag (called the city clearance) to the utility company with it was done 3 days later.  Once the green tag was uploaded PEP Solar wasable to upload the utility installer checklist. The utility checklist provides notice we have followed all the laws, guidelines, certification for equipment, certification of install and these documents sit in the utility’s queue.  Once the system is green tagged the utility company can take as long as 60 days before it is commissioned.  We all understand the utility companies are not incentivized to activate solar systems that ultimately destroy their own customer revenue base.  Due to federal laws, the utility companybasically takes ownership of the solar system and its power because of the department of energy requirements to record the power offset to coal, oil, and gas.  PEP Solar has on staff a Consumer Relations Manager who every 3 weeks sends out an update if there has been a change:  For example – Site Measurements, Engineering, HOA communications, Utility Acceptance and so forth.  As for financing, PEP Solar can only provide the bank programs we offer and PEP Solar since we are not licensed bankers canonly state what is available.  The interpretation of banking, taxes, and other fields must be equally matched to a legal licensed business in order for PEP Solar to carry on this conversation.  PEP Solar’s website, in email, and regularly we state we are not tax professionals and we are not able to have a dialog about taxes since we are not licensed CPA’s.  PEP Solar never request for tax information as we are not licensed tax professionals. The install was delayed repeatedly because the finance company requested the customer’s proof of income, but it was sent in late yet were told by the customer to continue to move forward.  PEP Solar completed the job in kind as the customer provided their word the proof of income would be sent in only to be delayed until the very last day the system was completed.  [redacted] has already communicated with the customer their “Meter Set” is ready but no schedule to install them has been done.  [redacted] will follow up with “Permission to Operate” which this is the day the customer is allowed to have their system commissioned.  PEP Solar is not in control of these utility processes or reviews or scheduling.  PEP Solar needed to know if the customer was going to pay for a completed system with their original loan and provide the proof of income.  As owners, we are obligated to take care of our employees, honor their talents and work that was completed on time.  PEP Solar is a long term company and one of the owner’s is the creator of the world-wide internet working with [redacted] and [redacted] (fully verified on [redacted]) so the comments made about the ethical standing is at best not warrant.  PEP Solar provides American made product, excellent warranties, and we have over 4500 installs in Arizona ###-###-####

Key selling point was the really good monitoring system that you included. We purchased this monitoring system as part of the package from you, not Sun Power. We expect you to make sure that the whole system, including monitoring, is properly installed and fully, 100% operational. The FACT is that the system is not 100% operational. The monitoring system has shown that the system is not running properly nor is it producing "a lot" of power. PepSolar installed the monitoring and you are responsible for aggressively pushing Sun Power to provide and/or replace it in a timely manner. This is not "above and beyond" requirements of the contract.  Internet and pool pump are running.  Any interference between the solar system and the pool pump is a PepSolar responsibility to resolve. At one time, the monitoring system showed that approx. 1/2 of the panels weren't producing power. Then it stopped working. If changing out the monitoring box fixes this, great. But if the monitoring system doesn't impact the solar system operation, then something is wrong on that end also. 1/2 of the panels shouldn't be shut off. I'm sure that you've installed your systems in other homes that have a pool, so what's different here? You said that you have some good engineers, well let them engineer and figure out how to fix the problem. No one has been on-site to look at the situation.  I authorized final payment when you told us that the system was fully operational, that  wasn't accurate. The system is not working as it should, doesn't matter what part isn't working, you're responsible for providing the total package in working order.  Para 1C of the contract talks about performance guarantee and actual.  Neither of these requirements are being met.  I went back over our past APS electric bills since the time that you told us the system was up and running. First credit on April 11 bill. On peak 532 kWh, off peak 598 kWh.  The system is not working according to contract.

PEP Solar has been installing solar since 1981 and we strive to complete all work in a timely manner.  In fact our website, the contract; all demonstrate an average of 90 days or more to install the system.  PEP Solar does not provide any guarantees of the system being operational within...

these 90 days.  [redacted] was the sales person and informed by PEP Solar on August 21, 2015 [redacted]'s Stakeholders communication ALL residential and we quote, "Interconnection application plus accurate and complete design documents must be submitted by October 2, 2015."  The customer just signed their contract on October 2 2015 which it required a 3 day right of rescission period by Arizona state law.  No one at PEP Solar ever provided any guarantees the customer's system would be operational before the end of the year.  As of right now even if the system was completed in full, [redacted] will not turn on the system until after January 2016 for review and turn on maybe by February of 2016.  The customer would be sitting with a completed system and paying on the loans but not operational until Feb 2016. The customer was provided a comprehensive Icontact email with a timeline detailing the time frame of the install.  The customer no matter who they signed up with for solar was NEVER going to be operational in 2015 because of the cut off on October 2 2015 with [redacted].  PEP Solar has taken all calls and answered questions but not the answers the customer wanted to hear.  Solar is a highly over regulated industry by Utility, Fire Department, City, State and Federal levels.  So when customers' demand PEP Solar interpret tax code, it is not able to just that.  PEP Solar is not a licensed lawyer or licensed CPA's.  Customers' always try to get PEP Solar to inform them about their system install and the impact on their taxes yet we are not legally able to have these discussions.  Please see the attached [redacted] documents clearly demonstrating all managers were copied on August 21, 2015 with [redacted]'s stakeholders update - ATTACHMENT

Your system is fully operational and this is a latent defect by Sun Power's Power Manager only effecting monitoring covered under their warranty not PEP Solar.  We have been working on this issue as stated in emails, zendesk, and others.  Your system is working per contract and generating all the power we guaranteed.  The Net Meter on the side of the house clearly shows the power generated.  It appears the monitoring has been disabled onsite as data is not being sent to the power manager.  Also it was stated you had issues with your pool pump which it can cause interruption with the data to the power manager.  Please note, PEP Solar is NOT responsible for monitoring nor does it negate the solar system from operating.   PEP Solar reserves its right under the Federal law to use Net Metering.  Your Signed Contract clearly states PEP Solar is not responsible for data transmission to the MFG and that you must work with the MFG.  Please note you also signed under contract as an esignature PEP Solar was not responsible for monitoring data to MFG servers and the data under section I. (Owner) as stated in this Periscopic Report will provide access to the Internet through a network maintained by (Owner) as stated in this Periscopic Report to support monitoring of the solar energy system installed by PEP Solar. Access can be through either an Ethernet line with RJ45 connector near the panel array or an electrical outlet close to a router or switch which supports an Ethernet over Power device. Ports 80, 20 and 21 of the network must be open and access must be provided to primary and secondary DNS servers (raw data will be sent using SMTP). PEP Solar does not maintain customer`s internet connection to the MFG`s internet data connection and nor does it warranty the data coming to or from your solar monitoring system. All communications for data connection must be between the customer and the MFG`s customer technical support for the life of the system. See Attached

Your system is fully operational and this is a latent defect by Sun Power's Power Manager only effecting monitoring covered under their warranty.  We...

have been working on this issue as stated in emails, zendesk, and others.  Your system is working per contract and generating a lot of power.  The Net Meter on the side of the house clearly shows the power generated.  It appears the monitoring has been disabled onsite as data is not being sent to the power manager.  Also it was stated you had issues with your pool pump which it can cause interruption with the data to the power manager.  Please note, PEP Solar is NOT responsible for monitoring nor does it negate the solar system from operating.   PEP Solar reserves its right under the Federal law to use Net Metering.  Your Signed Contract clearly states PEP Solar is not responsible for data transmission to the MFG and that you must work with the MFG.  Sun Power recommended illegally to move the power manager to the back fed breakers.  It is required by the utility, national electric code, and the city to NOT connect anything to the back fed breakers. Please note you also signed under section I. ~ “ PEP Solar does not maintain customer`s internet connection to the MFG`s internet data connection and nor does it warranty the data coming to or from your solar monitoring system. All communications for data connection must be between the customer and the MFG`s customer technical support for the life of the system. “ The fact that PEP Solar has been going above and beyond its obligations under the contract this complaint patently provides no responsibility by PEP Solar whatsoever.  As a courtesy PEP Solar is doing everything possible to provide the best customer service and this complaint is misplaced. Respectfully, PEP Solar Team

Received a phone call from the electrical engineer today to install a sub panel on January 5, 2016.  I have not agreed to anything until the complaint with your office is settled.  Still have not received a phone call from [redacted] on status or even a schedule, other than the one I just sent you that they ordered materials. I guess I am still confused about all the information that was taken and submitted in Oct that sat for over two months before anything got started.[redacted]###-###-####

Review: My wife and I entered into a contract with PEP Solar for a solar system to be installed on our residence on October 2, 2015. We had gone through all the steps required by the representative. We have not heard or received any information on the status of the installation, just emails saying this is what has to be done, but no actual timing. We were assured by the representative that the installation would take place before the end of the tax year so we could apply for the rebates. We also were asked to secure a loan for $7149.00. So they have our money, we have no dates for actions that they specified and it is surprising reaching the end of the year. There have at least two emails sent to company requesting status ( Nov 13, Nov 14) with no response. My wife has made three phone calls requesting to speak to the representative and has not received a return phone call (Nov 19, Nov 20, Nov 23, Nov 25). On Nov 25 she received a call from a [redacted], who claims to be business owner. She was somewhat frustrated and mentioned she was having a bad day, but she would look at our account and give us a call on Monday, Nov 30th. She did not call and we didn't think we should have to call her again. As of this complaint we have not received any emails or phone calls.Desired Settlement: We would like to have the $7149.00 returned to the appropriate agency, since no physical work has been started on this project. If we cannot get even a schedule from them how are we to assume the job could be finished in a professional manner. We do not want the product or any other related services from this company.

Business

Response:

PEP Solar has been installing solar since 1981 and we strive to complete all work in a timely manner. In fact our website, the contract; all demonstrate an average of 90 days or more to install the system. PEP Solar does not provide any guarantees of the system being operational within these 90 days. [redacted] was the sales person and informed by PEP Solar on August 21, 2015 [redacted]'s Stakeholders communication ALL residential and we quote, "Interconnection application plus accurate and complete design documents must be submitted by October 2, 2015." The customer just signed their contract on October 2 2015 which it required a 3 day right of rescission period by Arizona state law. No one at PEP Solar ever provided any guarantees the customer's system would be operational before the end of the year. As of right now even if the system was completed in full, [redacted] will not turn on the system until after January 2016 for review and turn on maybe by February of 2016. The customer would be sitting with a completed system and paying on the loans but not operational until Feb 2016. The customer was provided a comprehensive Icontact email with a timeline detailing the time frame of the install. The customer no matter who they signed up with for solar was NEVER going to be operational in 2015 because of the cut off on October 2 2015 with [redacted]. PEP Solar has taken all calls and answered questions but not the answers the customer wanted to hear. Solar is a highly over regulated industry by Utility, Fire Department, City, State and Federal levels. So when customers' demand PEP Solar interpret tax code, it is not able to just that. PEP Solar is not a licensed lawyer or licensed CPA's. Customers' always try to get PEP Solar to inform them about their system install and the impact on their taxes yet we are not legally able to have these discussions. Please see the attached [redacted] documents clearly demonstrating all managers were copied on August 21, 2015 with [redacted]'s stakeholders update - ATTACHMENT

Consumer

Response:

Received a phone call from the electrical engineer today to install a sub panel on January 5, 2016. I have not agreed to anything until the complaint with your office is settled. Still have not received a phone call from [redacted] on status or even a schedule, other than the one I just sent you that they ordered materials. I guess I am still confused about all the information that was taken and submitted in Oct that sat for over two months before anything got started.[redacted]###-###-####

Review: I had a solar system installed in March 2015. After the monitoring system was up and running, I noticed 1 of the panels showing zero output. I notified PEP Solar on March 29th. They said they would open a ticket at that time. I am still waiting for it to be fixed and now they have stopped communicating with me. I have spoken with [redacted], [redacted] and [redacted] at PEP Solar along with many emails and am not getting any resolution.Desired Settlement: I want the system fixed completely and to be compensated for the panel not producing if it's determined it was defective. Otherwise I want the monitoring system to work properly. I paid for 26 panels and want them all to show they are working.

Business

Response:

The customer from the very beginning after we finished the install, February 2015, had one module that would not send data for monitoring. The manufacture [redacted] was bought out by [redacted] January 2015 and when we escalated to the manufacture, it was a surprise the company was bought. It was not until February 2015 when we tried to call our normal tech support people did we find out 98% of the company was laid off. This created problems with communicating with [redacted] as they were moving everything over to their [redacted] technical support staff. At first [redacted] was all happy with the take over and it seemed like our service with [redacted] was going to be even better. The [redacted] relationship went sour almost within 30 days after as no one understood the new technology and [redacted] decided to hire some of the old staff back from Solar[redacted]. The programmers would not come back to [redacted] and we only received one of our high tech support guys and an engineer from the old Solar[redacted] staff. We stated on many emails we needed to obtain tech support as outages to the monitoring portal was taking place as they moved the servers, changed the network timeouts, and our monitoring failures increased 2,000% over night. Mr. [redacted] was in the more than 40 sites PEP Solar was trying to obtain support from SunPower. Several months of PEP Solar going back n forth to only find out [redacted] was trying to discredit PEP Solar and not allow us to do warranty work on the [redacted] product because they claimed were were not, "[redacted] Dealers". It has only been found out last week on 6/22/15 that [redacted] was going to other companies like Sun Valley Solar and telling OUR customers who purchased ET SOLAR USA product they were obtaining [redacted] dealers to do the warranty work. This created a lot of problems for PEP Solar as customers were doubting our dedication, our ethics, and our ability to take care of the customer. PEP Solar has been installing residential solar since 1981 and we are the oldest in Arizona.Only just 3 weeks ago we received a replacement inverter for Mr. [redacted]. Now don't forget we have had 40 other sites we have been juggling because of the [redacted] take over. We explained to Mr. [redacted] we were doing everything we could to obtain service and warranty parts. PEP Solar had been working with Solar[redacted] for over 2 years and we never had these issues with support or warranty replacement parts. [redacted] purposely tried to cut PEP Solar out of the conversation and here is the evidence to support this cruel and unbelievable steps by a multi-national billion dollar company:Please see the evidence of [redacted] trying to circumvent PEP Solar so they could over charge with Sun Valley Solar and then back charge PEP Solar for its losses"On Tue, Jun 23, 2015 at 8:02 AM, [redacted] <[redacted]> wrote:Jean, I’ve spoken to [redacted] from PEP Solar and she committed to completing the replacement of all 21 MicroInverters within 1 to 2 business days after receiving the materials. They have been shipped out already to Sun Valley Solar Solutions (SVSS) and we are going to coordinate with them to transfer the materials to PEP Solar upon receipt. This way you will be able to keep any warranties and/or guarantees explicitly offered by PEP Solar. I will keep the communication lines open with you to keep you updated with any changes, but we expect the shipment to be delivered by tomorrow. As mentioned in our telephone discussion yesterday, please contact me with any questions or concerns you may have. My contact information is located in my email signature. [redacted], I will let you know when we expect to have the materials in your possession as soon as I confirm delivery. Enjoy your day! Best Regards, [redacted] | Executive Service Specialist2900 Esperanza Crossing, Floor 2, Austin, Texas 78758 | Office: 512.735.0711 | [redacted] Logo"So as you can see we have had a lot of challenges and a lot of politics for reasons only [redacted] can answer too. PEP Solar is engaged, available, and we just replaced the inverter for Mr. [redacted]. [redacted] now wants us to go back to replace another interver on the roof to finalize his ability to monitor with all inverters.This email was received by [redacted] today to swap the new inverter received with [redacted] which we were about to call to swap one more inverter to finalize the warranty work.Sean,Case# [redacted], with RMA- [redacted] is for the replacement of MI [redacted].Regards,[redacted]| Lead ACPV Technical Support Engineer9229 Waterford Centre Blvd, Ste. 110 Austin, Tx. 787581-800-786-7693 [redacted].[redacted]PEP Solar is there for all its customers and we are there for Mr. [redacted]. Once he "smelled blood in the water" he starting demanding money from PEP Solar or else:"Hi [redacted]:Your inverter has been replaced under warranty as it was not reporting the data. We can see your NET METER which it demonstrates all of your power has been generating as stated. PEP Solar's guarantee is based on 1 year rolling accounting of power generation which we are able to carry over for the following years in its over production in your PEP owner's manual. Currently, your system is exceeding the generation numbers we guaranteed.[redacted]: Please let the customer know what took place from a software stand point with the Inverter not reporting to the database. Also note PEP Solar was not able to move the new inverter into the customer's portal as the old one is still in place. We swapped inverter serial [redacted] with the new one inverter serial [redacted]. Solar power is about saving money, social responsibility & national security.[redacted]PEP SolarInstalling Solar Since 1981 Inline image 1O: [redacted] ext. 102F: [redacted]E: [redacted] W: [redacted] Find Us Follow Us LinkIn Us[redacted]

[redacted]SUPPORT OUR TROOPS!On Thu, May 28, 2015 at 2:01 PM, [redacted] <[redacted]> wrote:I feel I have been very patient since I notified you of this issue on March 29th. I now would like to be reimbursed for any power not generated by the unit from the installation date to the time it is fixed. [redacted]Mr. [redacted] did not like PEP Solar would not allow him to extort money from our company, so he told me if we did not pay him he was going to complain. So it looks like even with all PEP Solar is working to do under the Manufacture's take over of Solar [redacted], Mr. [redacted] decided he was going to use the Revdex.com to his advantage. PEP Solar will schedule next Saturday to replace the inverter one more time as requested by [redacted] and this should finally resolve the issue. The issue was a monitoring issue and not a power generating issue.Solar power is about saving money, social responsibility & national security.[redacted]PEP SolarInstalling Solar Since 1981

Consumer

Response:

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.

I would like to address PEP Solar's / [redacted] attempt to defame me by stating I am trying to extort money from his company. I have worked hard over the years to maintain excellent credit and to keep working relationships with all of whom I do business with, and only recently has that changed with PEP Solar. I hope to see this turn around. We have a business deal of which I have been making my payments as agreed and my problem is with the system PEP Solar installed on my house is not working as promised. I only want to be reimbursed for any power the panel has not produced since installation. If it can be shown that the panel has been producing what was promised since installation, I do not want or expect any compensation. That is not extortion, it is a business transaction. I paid for 26 panels and want 26 working panels along with a monitoring system which shows they are all working properly. Additionally, I feel compelled to mention that I never threatened to complain to the Revdex.com. I did complain to representatives of PEP Solar about my dissatisfaction, without results. My last call on 6/24/15 at 3:31 PM was to [redacted], the Senior Energy Consultant who sold us the system in December 2014. I complained to him and he assured me [redacted] would call me by the end of the next day. I waited an extra day after not hearing from either Sean or another PEP Solar representative and filed my formal complaint on Friday night. Also my email on 6/19/15 to [redacted] with a copy to [redacted], [redacted] Technical Support, [redacted], [redacted], [redacted], [redacted] and [redacted] went unanswered by all. Again, my motivation for filing the complaint was to let PEP Solar know that I am very dissatisfied with the system along with the communication I am receiving. While I was not pleased to have to file the complaint, I saw no other way to get results. I look forward to resolving this issue in a positive manner.

Regards,

Business

Response:

PEP Solar is scheduled to go to the customer's house today to replace the inverter not sending data to [redacted]. We have the new replacement inverter in our hands now.[redacted]: July 9 2015 scheduled for one micro-inverter replacement 4pm mst[redacted]PEP SolarJuly 9, 2015