PEP Solar

Potential Solar Power Participants
When we began looking into solar power for our home, we did a great deal of research into the products and process. We had several companies come to our home and present their technology, pricing options and potential financing. We would recommend ANY potential solar customer review and "interview" installers. This will be a long relationship should you choose to install solar panels on your home or business. It is not just the installation but continued maintenance and warranties. After our review, we chose PEP Solar as our installer. They provided the best complete installation solution for our needs. They were willing to work closely with us during the sale process, layout and design. After signing the paperwork they quickly began work and our system and installation. They kept us informed as to how things were going throughout the process.
When the time came for installation, the layout and the actual look wasn't exactly as we expected. This resulted in a "re layout" and installation. This change took more time than expected thus the lower score on "schedule". We learned when installing solar, your installer is at the mercy of utility company schedules, AZ county permitting schedules, supplier issues and other customer demands. The re-layout solution provided by PEP Solar exceeded our expectations making the delay less impactful.
You may also notice we marked "Qulity of Products" lower . Going into this installation we didn't have any idea the "solar process". Again, we advise anyone looking into solar to research leasing vs buying, technology, as well as, regulatory and utility requirements. All these will impact your installer's timeline and the products they supply. PEP Solar did an outstanding job helping us through this process. Their technology is excellent and delivered as told. The issue on quality has to do with the suppliers as they are a little slow on warranty issues. Again... this is not a PEP Solar issue.
We had to get County approval, utility approval and many signoffs. In addition to a normal solar install, our utility company changed their charging practices for potential solar customers. This had a dramatic impact on the number of people trying to get "grand fathered" into the existing rates. PEP Solar helped us meet this very tight timeline and we were grandfathered. This was a big factor when making the decision to install solar and use PEP Solar.
As you would expect, due to the large numbers of potential customers trying to get solar installed prior to utility changes, it put a huge backlog on solar installers such as PEP. This did cause some delays in approvals and product shortages resulting in bringing our system online slower than both PEP and we expected. We believe some of these delays were no fault to PEP as the installer. They actually worked through the holidays to get our system online.
As battery storage capabilities and technology improve, we will potentially have them installed as we contemplate going "off the electrical grid". We will definitely reach out to PEP Solar as an installer.
When PEP "re-layed out" our system AT OUR REQUEST, we were sincerely impressed with the work done by the PEP Solar team. Their ownership and field crews strived to meet our customer needs.
Happy Solar Customers T & J (East Valley)

Review: Back on March 30th I entered into a contract with PEP Solar to install solar panels on our home. I was assured and promised from the sales people that the solar would be installed and working on our home in 90 days. I had to call the company to get any updates, as they would not call me or give me any information. I had to keep this contact due to the large investment and I needed to know where the progress was. We were one week from the 90 mark when one of there sales people stopped by our home to advise us that it would be another 6 weeks before the installation would occur. To this point, everything we were told was either a lie or a story as to why the solar had not been installed yet. the only communication I received was the communication I initiated. I called PEP Solar and advised them that I was going to cancel the contract if the solar was not installed when promised. They had the installation crew at out home 2 days later. The owner of PEP Solar and her son ([redacted] and [redacted]) came to our home (at my request) to pick up a final piece of paperwork that they needed to get paid. Here is where they lied to us again, just to get their money. They said that they need this paperwork to get to the next stage in the process (which was not true) and if they didn't receive this paperwork the next stage could not be done. The next stage is sending the paperwork to [redacted] for activation. When the owner and he son sat in my kitchen and promised that the solar activation takes two weeks and we would have power. It is September 2nd and we still have now solar power. [redacted] contacted us to see what the hold up was as they are ready to start the process of activating our home. We found out that PEP Solar had not turned in the paperwork for several weeks. It appears they intentionally stalled the paperwork because I complained to them of the promise they were failing to keep and that I was going to cancel the contract.

During this process, one of there sales people asked me for my tax liability information. reluctantly, I contacted our tax person to get this information. I brought this information to Mr. [redacted] and he could not understand why one of team would ask for that information. I assured him I was asked for just that. I was contacted by their sales person who denied that he ever asked for it. I explained to him, why would I get this information if I wasn't asked for it. He denied it again and said I misunderstood. There is no way I could have misunderstood this request because I had no idea what tax liability was until he asked for it. It seems that they have some unethical players on their team.

I have made several attempts to contact [redacted] ( I left recorded messages on his phone) concerning the activation and to advise his that it was causing us a financial hardship to pay the high power bill and the solar loan payment. They had nor concern or care for our wellbeing. They are a company that is only concerned with their greed.Desired Settlement: That they refund us our last two power bills as they are the company that caused this inconvenience and financial strain on us. There cold and uncaring attitude is uncalled for.

Business

Response:

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 ###-###-####

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.

Good afternoon,The system will not allow me to enter my response.

After many hours of research into companies offering home solar electric systems, I decided that PEP Solar was the company for the installation at our home. The system was presented in a manner that answered all important questions. There was no "fluff" in the meeting, only specific, important facts. The presentation was done by an owner of the company, someone who has been in the business for many years and was not a "sales person" who only wanted to close the sale. The installation was done professionally with no collateral damage to our home. The system is producing electrical energy as presented. I heartily recommend PEP Solar.

Review: We signed in August for pep solar to install 12 kW of solar panels on roof. We were told 8-10 weeks.for completion When that pass by they said 90 days they finally installed panels in November said it would be turned on by end of year. In December we were told it was up and working which it wasn't because the meter still haven't been installed. Meter was finally installed in mid February We were put off many times on when we could go online to monitor system. They came in mid March and finally installed panel box to monitor system But it didn't work end of March we were told half our system wasn't working part time. Then we were told entire system wasnt working. We have asked many times what the problem is, why no one has come out check our system. As of today we still have not had anyone out to look at or repair / fix our system. It's been 8 months almost $50K and we don't have the solar system we paid for. And no answers for a fix. Most of our email have gone with no reply .Desired Settlement: Fix whatever the problem is . we have lost money on power we should have produced. Our APS bill should have been minimal for several months so we have lost a few hundred dollars in power savings

Business

Response:

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

Consumer

Response:

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.

Business

Response:

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