Petersen Dean Commercial, Inc.

Initial Business Response /* (1000, 5, 2015/10/05) */
In response to Ms***'s concerns, we have worked diligently on correcting the issues and we have resolved Ms***'s complaints
The complaints for Ms*** are:
Pertersendean not retuning calls to fix problem
Coordinate moving
solar panels for another roofer to re-felt skylight area
Item
Below are the dates in which we have communicated with Ms*** and the steps we have taken to resolve her complaints:
Sept1st - Received call from Ms*** reporting leak near panels
Sept2nd - *** from Petersendean local office contacted Ms*** and informed her we will scheduled a roofer when we received an updated scheduled from the roofer
Sept10, - Roof inspection and Mr*** was present for the inspection
Sept11, 2015- *** spoke with Ms*** and provided her an update on the roof inspection conducted on 9/10/Our roofer determined the leak is from the installation of old skylights, the flashing is deterioratedMr*** informed our roofer that he has his own roofing company and only wanted Petersendean to remove the solar so his roofer can repair and Petersendean can re-install the panels once the roof repairs were completeMs*** informed *** she would like a quote on the repairs and re-felt of the roof that the solar is installed on
Sept15, - *** from Petersendean discussed timelines for repairs with Ms*** and advised her we will have two proposals for her on Friday, 9/18/One for a skylight fix/replacement and another for re-felt in the skylight area
Sept18, - Ms*** spoke with *** and indicated she would like Petersendean to remove the solar panels and her roofer will re-felt the roof
Item
Sept28, - Petersendean removed solar panels for roofers to re-felt the roof
Sept29, - Reinstall solar panels
Over and above the aforementioned steps, we waived the service call on September 11th, to assess the leakIn addition, the leak around the sklylights was not caused by Petersendean solar install, as a courtesy we waived the fees to remove the solar panels and reinstalled the solar panels on Sept and Sept 29th, It is our belief that Petersendean has put forth the best effort possible to resolve Ms***'s complaints and Ms*** is satisfied

The subject roofing material at the property was part of a class action lawsuitThe link to information relating to the class action disposition can be found at: http://***pdf Since Petersen Dean was not the manufacturer of the tiles, the homeowner should investigate potential remedies and recovery for any roofing tile failures with the manufacturerFurther, PetersenDean did not warrant the material in question and the applicable warranty does not cover material failures which have separate warranties through the manufacturerPetersenDean has addressed any installation issues for the past years and remains ready to discuss any further warranty assistance required at this timeKind regards,*** ***

Initial Business Response /* (1000, 8, 2015/06/24) */
Issue is resolved, Customer is happy

Per PetersenDean's original response -
*** ***,
Thank you for your inquiry for a roof estimate with PetersenDean. Per our conversations, you live in a duplex, which you co-own with another party
We are unable to provide you this estimate because you do not own the entirety of the duplex, and your co-owner has not agreed to the prospect of replacing the roof
The *** County Building Inspection Division requires roofing permits to be signed by owner(s) or agent of owner(s) PetersenDean could not submit for the permit, nor could you, without consent of both owners.
If you would like for us to send you a copy of the permit, so you can review this restriction, please let me know
PetersenDean stands by our statement

PetersenDean greatly apologizes for the damage to *** *** tires PetersenDean agrees to the reimbursement of all four tires in the amount of $*** Please send the invoice/receipt information to [email protected] for our records. This will also start the
payment process to the homeowner
Warm Regards,
PetersenDean

To Whom it May Concern,
PetersenDean scheduled appointment for yesterday 5/25/** to replace any tile that needed to be replaced and to do a job site walkthrough to make sure no trash was left behindPetersenDean spoke with the customer this morning and he is satisfied with the outcome
of yesterday’s visitWe’re in the process of getting them interconnected with *** so the system can be turned on
Thank you,
PetersenDean

Initial Business Response /* (1000, 5, 2015/10/07) */
Good Afternoon,
We have worked diligently on correcting the issues and have resolved Mr***'s concernsWe have responded to Revdex.com Arizona on 9/22/to Mr***'s complaint - Case# *** (please see attached)
The current complaint
for Mr***:
Apology from *** ***
Reimbursement of electric bill
Item
My response on September 1st, was to acknowledge Mr***'s frustration and simply offer a resolution for a dedicated point of contact to resolve his concernsMy sincere apologies for any misunderstanding, this was not my intention to offend Mr***We treat every customer with the utmost respect and we strive to deliver great customer experience very seriouslyI hope this successfully address Mr***'s concerns and our sincere apologies for any inconveniences or frustrations this may of caused
Item
Over and above the steps we have taken to resolve Mr***'s complaints, we will reimburse Mr***'s electric bill for a total amount of $(three months of service)
It is our belief that PetersenDean has put forth the best effort possible to resolve Mr***'s complaints
Regards,
*** ***
Vice President of Consumer Sales
Initial Consumer Rebuttal /* (3000, 12, 2016/01/04) */
I DID NOT take the battery solution "Engerizr" apart as you claimThe decorative face plate was removed to troubleshoot (on the phone with JLM)This allowed me to, per support, to access the control screen for trouble-shootingNO techs were ever sent over to put the system back together because it was never taken apart by me or anyone else outside of "PD"THIS IS AN OUT AND OUT LIE! Your techs have only been here during the initial install (Nov23-25), the following week to troubleshoot why it would not start up and the final time to put the breakers in the essentials panel back into the main panel so I could have full power back to my home when the "Energizr" stopped sending power to breakers in the essentials panel
I have done nothing to void the warranty on my solar system; everything was done with the knowledge and approval of representatives from "PD"I would recommend that your technicians NOT tell the customer that it is okay to power up the solar system prior to PTO from the utility companiesWhere do you think I got the knowledge to do that?
The "Engerizr" install was never a completedThe purchase included solar & the "Energizr"This left the customer without any knowledge of the operation and maintenance, just a manual & the approval to work with JLM on monitoring setup, etcThey couldn't even tell me what it was really *** except runningNOTHING!
When I questioned your supervisor *** on the way the essentials panel was being configured I stated this doesn't seem correctWhy would I spend $21,on a backup solution when all it appears to do is run my fridge and internet in the event of the rare power failure here in AZ?
"**" could not answer this question and when I explained to him that I am supposed to be able to utilize the system to offset power from the grid with power from the "Energizr" he still was dumbfoundedI stated that "maybe" the essentials panel breakers was in the event of a total power outage but during activity it would then offset power from the "Energizr" to all loads in and outside the essentials panel"Yes" from "**", that must be what it does and would check into itHe never contacted me in regards to this again
Once the "Energizr" was up and running (without monitoring capabilities) the Envoy/Enlighten monitoring stopped workingI requested help from Pedersen Dean to send someone out to trouble shoot but once again was ignored and nothing happenedI discovered that for some reason the envoy does not recognize micro converters that are running via the essentials panel through the "Energizr"I was accused by "PD" that I modified the solar panel arrays in the enlighten software to monitor the solar systemI sent proof in an email that I did no such thing but also added this is only software that retrieves information and does not send ANYTHING back to the solar system, so no damage is possible
I never threatened any of your employees, please show me proof of thisWhat I did state was I was about to get an attorney and report complaintsFrom the day your sales person set foot in my home for the first time almost ONE YEAR ago until present I have been lied to continually by "PD"
I was told your team was going to California to be trained on the installation of the JLM "Energizr" but come to find out just prior to my installation, your "Energizr" in Arizona, all they did was stay locally and review installation videosI also viewed these videos and they are for self-installation (which mine wasn't) not a qualified trained professional
When your team came back on 02DECto trouble-shoot why the "Energizr" would not power up it was apparent they had not contacted JLM technical supportHours after arriving and having no success I asked if they contact supportThey did not have a business partner support number to call and only left a VM from the main office answering machineI had a technician on the phone within minutesThis is when, and only when the issue was resolved (within minutes)
Here is yet another incorrect statement by youThe install has never been inspected by the cityI have no clue when and/or if this is to happenDid it get canceled due to the issues? The conversation that I had with "**" was he had no clue what the city was going to inspect since they themselves did not know anything about the system and only went off the diagrams they were given on the electrical schematicsThey even left the system up and running (WHICH YOU USED AS ONE OF THE EXCUSES TO VOID THE SOLAR WARRANTY)The system had to be left running because if it wasn't the breakers in the essentials panel would not be supplied power, your "PD" left it running
I also have been informed that "PD" changed system parameters from what I was originally told, such as only a four breaker load instead of eight in the essentials panelI was never informed of this until AFTER the install
Final Business Response /* (4000, 21, 2016/01/21) */
In response to the Mr***'s comments, we respectfully stand by our first response
Kind regards,
*** ***
XXX-XXX-XXXX
Final Consumer Response /* (3000, 25, 2016/01/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
***-Dean has finally reached out to me days after totally ignoring me, making me believe they have/had abandoned the project
I am working on a possible resolution at this time but I am very leery of closing this complaint until *** Dean fulfills expectations from 14APRforward
The original portion of this complaint was fulfilled only in the reimbursement of three months electricity bills (power consumption only) since they filed the wrong applicationCustomer service, communication went back to the levels of unacceptable within weeks and another email from a VP mentioning me in not so nice terms was released
I have gone another full month of no solar to off-set my monthly electricity rates and then it was only functioning utilizing of the solar panels installed
So again, I am very leery at this point to close this complaint
Rgds
***

Complaint: ***I am rejecting this response because:I have lived this house for years and none of roof companies including I have two state license roof companies gave estimates on my roof WITHOUT CONSENT OF NEXT DOOR OWNERI have never heard of your explanation ever. Sincerely,
***

Thank you for your email. MrCicci was contacted regarding the repairs that needed to be done that were out of warranty. We previously spoke with him in November and were awaiting his response. We will reach out and schedule for someone to go to the property and take photos and do
an evaluation of the roof. MrCicci will be contacted with details to the findings and receive a quote for the items not under warranty. If approved, we can then schedule the repairs. Please let us know if you have any questions
Thank you,
Jill ***Customer Experience ManagerCorporate DivisionPetersenDean Roofing and Solar***Office Phone:*** ***

Disappointing process, will seek restitution elsewhereThe business did NOT address the issue of my warranty and therefore your statement is incorrectI have reached out to the Revdex.com and no one has called me backThese days company's hide behind emails, and make decisions apparently not based on factsNever once did anyone ask to see my warranty or other evidence that PD provided in writing as proof of the warrantyThis seems to be the way of the world and big businesses continually are held harmless especially when it comes to the consumerNot sure if the Revdex.com really is providing a meaningful service to as evidenced by posting statements that are not trueThe below statement is not true: "Answered - the business addressed the issues within the complaint, but the consumer remains dissatisfied."The business did No such thing

(The consumer indicated he/she DID NOT accept the response from the business.)I would like the company to address my warrantyThe warranty expressly states that the "roof will remain free of leaks for a period of years"There are two components to the warranty that I have in my possessionThe materials are warranted for a period of years, however PD supplied a separate writing with the above language, guaranteeing the roof to remain free of leaks for a period of yearsIt Seems that the class action lawsuit was not validatedI was not aware that the materials were part of a class action lawsuitI am requesting the warranty regarding the leak situation be addressedThe materials may or may not be inferior, however it is apparent that the workmanship on the roof has failed! I cannot get anyone to address the leakI have a tarp over my roof to avoid leakingGiving me another year added to a new roof does not address not satisfy the warranty issueIf Petersen Dean is unable to repair my roof secondary to the materials not being available, then it seems the solution would be to replace the roof with a comparable material, since they are aware that the materials that were chosen have been found to be inferiorAgain I would like the PD to address the warranty that I have in my possession, aside from the materialsA warranty is a warranty! My warranty is still valid, however the leaky roof has damaged the interior of my home!

Initial Business Response /* (1000, 9, 2015/07/23) */
We addressed the customers concerns are they are happy with the outcome. We are under the impression the customer had requested the compliant be withdrawn. We will reach out to the customer again today to confirm they are satisfied with the...

outcome and encourage you to do as well. We respectfully request the complaint be removed.
Initial Consumer Rebuttal /* (2000, 11, 2015/07/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
System was activated recently and [redacted] paid for power bills and solar bills for the period of non usage. I am happy with the outcome, it's just dissapointing it took this long, and a complaint to Revdex.com to get it resolved. In the end, they did take care of me so I would recommend them for solar systems. Made in the usa! Creates jobs for Americans, we need a lot more of that.....

Initial Business Response /* (1000, 8, 2015/09/21) */
Hi [redacted],
I wanted to provide you an update in reference to Case# [redacted] (Ref#XX-XXXXX-XXXXXXXX-X-XXX) . We have reached out to Ms. [redacted]' regarding her concerns, below you will find the dates when we've contacted Ms. [redacted]'s:
9/4/15: ...

Sofia from PetesenDean left a message for Ms. [redacted]'s to schedule a technician visit.
9/8/15: Sofia spoke with Ms. [redacted]'s and confirmed technician appointment for Wednesday, 9/9/15.
9/18/15: Sofia spoke with Ms. [redacted]'s and reviewed technicians visit on 9/8/15 and resolution:
- Ms. [redacted]'s system was under production due to "dirty modules". Our technician washed the panels and there was an immediate jump in production.
- Shading caused by neighbor's trees. There is a bit of shading in the morning hours caused by her neighbor's tree, Ms. [redacted] stated she will ask her neighbor to trim the tree.
Ms. [redacted]'s is satisfied with her service and she will review her previous bills before she is completely satisfied. We're not certain if Ms. [redacted]'s will drop the case however we will continue to keep in touch with Ms. [redacted]'s to insure her service is working.
Best regards,
[redacted]
Customer Service Manager

(The consumer indicated he/she DID NOT accept the response from the business.)First of all I thought this case was closed. This response is almost identical to what was said previously. P/D never inspected my roof for the present leak, therefore their entire explanation is not true. A person contacted me recently and asked if I could send them all the paperwork I had in my possession simply b/c they do not have or keep good records of their own. I did transfer the warranty in writing a sent it to P/D. I was told earlier by staff that this was not an issue since they did not have their own records. I have sent them paperwork only for them to study it and try to get out of the situation. A person calling from the legal department called on 2/22 and started out nice but began to harass me so I hung up the phone! My final stand on this matter is that this is not a reputable company and they deal very unfairly with customers. The fact that they have concluded blame without inspecting my roof is very puzzling to me. They requested I remove my YELP review, I request they stop padding their lies and be truthful.

(The consumer indicated he/she DID NOT accept the response from the business.)The roofing material that Petersen Dean chose to use is no fault of the homeowner. The material is warranted for 35 years. The warranty is explicit that the roof will remain free of leaks by Petersen Dean for 20 years. The roof is leaking and my home has sustained extensive damage because of this. extending a labor warranty one additional year towards a new roof does not address the warranty issue by no means. I have the warranty in my possession and if Petersen Dean does not stand by their original warranty why would one want to do business with them again?

Complaint: [redacted]I am rejecting this response because:I have lived this house for 30 years and none of roof companies including I have two state lisence roof companies gave estimates on my roof WITHOUT CONSENT OF NEXT DOOR OWENER. I have never heard of your explanation ever. Sincerely,[redacted]

To whom it may concern,
 
PetersenDean was notified by [redacted] on [redacted] 2, [redacted], that he had an error code displaying on his inverter.  PetersenDean had a service technician out to his home within a week to service his inverter.  At that time, our service technician...

ascertained the inverter would need to be replaced.  PetersenDean started the inverter return that day with the manufacture.   The manufacturer had taken some time to send PetersenDean the replacement inverter and it was reinstalled on [redacted] 3, [redacted].  The manufacturer took responsibility in the time it took for the homeowner to receive his new inverter and compensated [redacted] for the lost production in the form of a gift card.  PetersenDean compensated [redacted] for the 6 days of lost production from the time [redacted] called in the service e call to when PetersenDean appeared on site to service the inverter.
 
PetersenDean cannot monitor nor is PetersenDean responsible for monitoring Mr. Hernandez’s solar system as stated in our owner’s manual (please see attached).  There are three different ways to assure your system is working properly – 1. Your monthly utility statements that are mailed to you from the utility, 2. Checking your statement online 3. Physically checking your installed solar system and indicator lights. PetersenDean has no way to verify such information, as the utility is in the homeowner's name and the solar system is installed at the homeowner's residence. It is the responsibility of the homeowner to report issues with his solar system to PetersenDean.
 
PetersenDean is not liable for the reimbursement of 8 months production loss, due to homeowner negligence.

Customer's roof contains tiles that have been the subject of numerous law suits for failure. Such material failure is not covered by Petersen-Dean, even if it causes the roof to leak. Petersen-Dean only warrants that the materials were installed correctly, not that the materials will be free of defect. Petersen-Dean has previously inspected the roof and found it to be well constructed and no installation issues were present. There is no causal link or evidence at all showing the workmanship was deficient leading to a leak. Customer should contact the manufacturer, Louisiana Pacific. While they no longer make this product, they are in fact still in business, and her warranty remedy lies with them.Second, even if the leak was caused by workmanship, Petersen-Dean's labor warranty only applies to the original owner. While the warranty can be transferred, notice must be given in writing within 90 days. The customer never gave us such notice. As such, even if the workmanship caused the leak, (which has not been proven), the customer failed to properly transfer the warranty, and the warranty has lapsed.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Initial Business Response /* (1000, 8, 2015/11/02) */
We have worked diligently with Ms. [redacted] and have resolved Ms. [redacted]'s concerns. It is our belief that PetersenDean has put forth the best effort possible to resolve Ms. [redacted]'s complaints
Initial Consumer Rebuttal /* (3000, 12, 2015/11/14)...

*/
(The consumer indicated he/she DID NOT accept the response from the business.)
They finally provided the correct shingles, and I am very happy with the roof. But now, they have done my chimney completely wrong (according to other roofers and stucco contractors) and missed installation of gutters in 2 different places on the front of my house. Originally they told me they couldn't repair chimney because they do not do Stucco work, but after sending pictures of other houses and comments from other contractors, and offering more money or whatever is needed to get it done right. They have promised to come out to correct it. So I am currently waiting for their compliance. Please keep this case open until work is hopefully completed. thank you, [redacted]