PetersenDean Roofing & Solar

Initial Business Response / [redacted] (1000, 5, 2015/05/14) */ Customer wanted conduit to be run in a way that was physically impossibleWe did the best that we could Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/05/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was emailed on 10/07/from the Project Coordinator a "Executed AgreementPDF" - [redacted] NPS-All Div-Roof Layout with instructions The paper work was signed and sent out 10/08/ details of paperwork was discussed with Project Coordinator and [redacted] I was told by both this isn't a problem...Are/Your installer do this all the time If you look at said layout it states "All components to be attached to the side of the house will be located within the garageLocation to be approved by home owner Home owner to approve routes before conduit is installed" I being the home owner did not approve this install I set forth instructions to avoid problems such as this I suggest you hire someone that is Union Electrician and stop using unskilled labor What you describe as a physical challenging is really a basic Electrician skill (bending conduit and using fittings to complete the install as requested) If agreed, I will let you hire a Union Electrician to correct the unapproved install...I do not want any of your installers to be physically challenged in a way where they might hurt themselves physically or mentally...Their safety is very important...even though this task is equivalent to screwing in a light bulb Please correct (4'-6' estimated feet of conduit) of unapproved install or remove solar panels, all related components, seal all penetrations and paint...refund all money paid

Initial Business Response / [redacted] (1000, 5, 2014/02/13) */ The mistaken credit card charges for the roof repair were reversed on Wednesday 2/12/The office emailed Ms [redacted] a copy of the credit receipt on the same day, and we provided a follow up call to confirm to the number we had on fileThe reverse charges receipt can be provided to the Revdex.com if requested Final Consumer Response / [redacted] (3000, 7, 2014/02/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yes I kept calling and finally reached Bretia who did not remember the situation!! She said she was going to refund the money, but did not know how long it would takeAs of today Friday Feb I have not recieved itI did not recieve a receipt she e-mailed me saying they would refund it

Initial Business Response / [redacted] (1000, 5, 2014/09/05) */ Contact Name and Title: [redacted] President Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @petersendean.com It is never our intention to mislead our customers or misrepresent our productsI would like to clarify your concerns about American-made SolarThe Base Solar4America solar packages options feature panels manufactured by Solar World and central inverters manufactured by Fronius USA, that is an all american solar equipment packageMicroinverters are upgrades to our base system pricesWe are careful to avoid suggesting that microinverters are American made, or include Enphase in our list of American products or base package offerOur Purchasing department is working hard to locate an American-made microinverter and several other products that can supply PetersenDean at the volumes we need to service all our marketsThat way we would not have to deviate from an All-American option for our customer to upgrade to microinverters or energy optimizers, etcHowever if the racking system you received is not an american product we would like to remove it and replace with an American made productWe buy our racking systems from distributors in our local markets and rely on them stocking enough American products to meet our needsIf our standard distributor was out of American racking we should have sourced it from another distributorI apologize for the error and would like to remedy the situation Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/09/09) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 8, 2015/10/29) */ In response to Ms***'s concerns, we have verified her system is working properlyOver and above the steps we have taken to resolve Ms***'s concerns, we will install a monitoring system at no charge so Ms [redacted] will have visibility to her system It is our belief that PetersenDean has put forth the best effort possible to resolve Ms***'s complaints Initial Consumer Rebuttal / [redacted] (2000, 10, 2015/10/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) They settled with me Final Consumer Response / [redacted] (2000, 12, 2015/10/30) */ They settled with meOwned up to their mistakesOffered a monitor system

Initial Business Response / [redacted] (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 [redacted] 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 [redacted] and the steps we have taken to resolve her complaints: Sept1st - Received call from Ms [redacted] reporting leak near panels Sept2nd - [redacted] from Petersendean local office contacted Ms [redacted] and informed her we will scheduled a roofer when we received an updated scheduled from the roofer Sept10, - Roof inspection and Mr [redacted] was present for the inspection Sept11, 2015- [redacted] spoke with Ms [redacted] 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 [redacted] 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 [redacted] informed [redacted] she would like a quote on the repairs and re-felt of the roof that the solar is installed on Sept15, - [redacted] from Petersendean discussed timelines for repairs with Ms [redacted] 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 [redacted] spoke with [redacted] 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 [redacted] 's complaints and Ms [redacted] is satisfied

Initial Business Response /* (1000, 8, 2015/11/02) */
We have worked diligently with Ms*** and have resolved Ms***'s concernsIt is our belief that PetersenDean has put forth the best effort possible to resolve Ms***'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 roofBut now, they have done my chimney completely wrong (according to other roofers and stucco contractors) and missed installation of gutters in different places on the front of my houseOriginally 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 rightThey have promised to come out to correct itSo I am currently waiting for their compliancePlease keep this case open until work is hopefully completedthank you, *** ***

Initial Business Response /* (1000, 8, 2015/09/21) */
Hi ***,
I wanted to provide you an update in reference to Case# *** (Ref#XX-XXXXX-XXXXXXXX-X-XXX) We have reached out to Ms***' regarding her concerns, below you will find the dates when we've contacted Ms***'s:
9/4/15: Sofia from PetesenDean left a message for Ms***'s to schedule a technician visit
9/8/15: Sofia spoke with Ms***'s and confirmed technician appointment for Wednesday, 9/9/
9/18/15: Sofia spoke with Ms***'s and reviewed technicians visit on 9/8/and resolution:
- Ms***'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 treesThere is a bit of shading in the morning hours caused by her neighbor's tree, Ms*** stated she will ask her neighbor to trim the tree
Ms***'s is satisfied with her service and she will review her previous bills before she is completely satisfiedWe're not certain if Ms***'s will drop the case however we will continue to keep in touch with Ms***'s to insure her service is working
Best regards,
*** ***
Customer Service Manager

Initial Business Response /* (1000, 8, 2015/04/23) */
Contact Name and Title: *** *** GC
Contact Phone: XXXXXXXXXX
Contact Email: ***@petersendean.com
Amber *** contracted with PetersenDean for a 6KW Solar System on 9/9/The system was redesigned on 11/14/as a 4KW
systemOn 2/10/15, long after the permitted cancellation period, the customer cancelled the contract because of economic hardship relating to the cost to replace a failed AC unit at the homePetersenDean had already incurred $2,in costs for designing and permitting the system, and therefore did not return the $1,deposit the customer had placedWe did offer to re-apply the $1,to a future purchase within the next years if the customer wants to buy a solar system at that time
Initial Consumer Rebuttal /* (3000, 10, 2015/04/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am sorry but they even said long afterI did wait longAnd as I said they didn't even pull permits until I cancelledThey are keeping my money for doing nothingI just want to warn others of there shady conductBeware! Crooks!
Final Business Response /* (4000, 12, 2015/04/27) */
Unfortunately PetersenDean did pull the permits and incur other costs before this customer cancelledWe are sorry that he does not feel like he was treated fairly, but he should know that even though we incurred over $2,in cost we only kept the $1,depositWe actually lost over $1,on this customerWe are still happy to credit the $1,to a new solar system if his economic circumstances change and he wants to go solar in the next two yearsWe strongly disagree with his disparaging and libelous remarks and reserve the right pursue legal remedies if so required
Final Consumer Response /* (4200, 16, 2015/04/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
LiesStillI have the permit stating when it was pulledThe permit was pulled 1month after I cancelledJust proof right here how shady they arePlease warn people

I waited a long time to finally get solar mainly because I wanted a company that supports USA made productsIn Petersen Dean solar finally came to my area in Los Angeles countyI saw the Petersen Dean truck on my way to work and signfor a meeting a few weeks laterIt all makes when you hear the model and do the mathMy investment will be making me money in less than eight yearsThe Petersen Dean team is professionals handling the PV solar projectMy PV system consists of 275KWH panels, and a Fronius string invertorA replacement Amp heavy duty electric panelI am very happy with the support for my questions, I have an HOA and they were very helpful to provide details to the ARC committeeThe whole process took two months, days of that was the HOA processing time Gather your power bills and give them a call

(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.

Initial Business Response /* (1000, 5, 2014/02/13) */
The mistaken credit card charges for the roof repair were reversed on Wednesday 2/12/14. The office emailed Ms. [redacted] a copy of the credit receipt on the same day, and we provided a follow up call to confirm to the number we had on...

file. The reverse charges receipt can be provided to the Revdex.com if requested.
Final Consumer Response /* (3000, 7, 2014/02/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes I kept calling and finally reached Bretia who did not remember the situation!!
She said she was going to refund the money, but did not know how long it would take. As of today Friday Feb 14 I have not recieved it. I did not recieve a receipt she e-mailed me saying they would refund it

Initial Business Response /* (1000, 5, 2015/10/05) */
In response to Ms. [redacted]'s concerns, we have worked diligently on correcting the issues and we have resolved Ms. [redacted]'s complaints.
The complaints for Ms. [redacted] are:
1. Pertersendean not retuning calls to fix problem
2. Coordinate...

moving solar panels for another roofer to re-felt skylight area
Item 1
Below are the dates in which we have communicated with Ms. [redacted] and the steps we have taken to resolve her complaints:
Sept. 1st 2015 - Received call from Ms. [redacted] reporting leak near panels
Sept. 2nd 2015 - [redacted] from Petersendean local office contacted Ms. [redacted] and informed her we will scheduled a roofer when we received an updated scheduled from the roofer.
Sept. 10, 2015 - Roof inspection and Mr. [redacted] was present for the inspection.
Sept. 11, 2015- [redacted] spoke with Ms. [redacted] and provided her an update on the roof inspection conducted on 9/10/15. Our roofer determined the leak is from the installation of 2 old skylights, the flashing is deteriorated. Mr. [redacted] 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 complete. Ms. [redacted] informed [redacted] she would like a quote on the repairs and re-felt of the roof that the solar is installed on.
Sept. 15, 2015 - [redacted] from Petersendean discussed timelines for repairs with Ms. [redacted] and advised her we will have two proposals for her on Friday, 9/18/15. One for a skylight fix/replacement and another for re-felt in the skylight area
Sept. 18, 2015 - Ms. [redacted] spoke with [redacted] and indicated she would like Petersendean to remove the solar panels and her roofer will re-felt the roof.
Item 2
Sept. 28, 2015 - Petersendean removed solar panels for roofers to re-felt the roof.
Sept. 29, 2015 - Reinstall solar panels.
Over and above the aforementioned steps, we waived the service call on September 11th, 2015 to assess the leak. In 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 28 and Sept 29th, 2015. It is our belief that Petersendean has put forth the best effort possible to resolve Ms. [redacted]'s complaints and Ms. [redacted] is satisfied.

Initial Business Response /* (1000, 8, 2015/06/23) */
PetersenDean is a highly respected solar company and legally complies with our advertising. The "consumer" in the case has not bought anything from PetersenDean and has not done any business with PetersenDean. Therefore the complaint is...

improper and baseless.

my roof is approximately 8 years old and shingles have been flying off everytime the wind blows hard. My roof is approximately 30 ft tall and is dangerous for my kids if one of these shingles falls and lands on them. I have informed this company several times and they have came out once to look at it and the inspector said it was a poor job and dangerous. Once he found out that they did the work no one has contacted me about fixing it. I have called several time and left messages to no avail. They should come out and fix their poor job that even they admitted to. But it looks as if I will have to go and have someone do it right this time for my families safety.

Initial Business Response /* (1000, 5, 2015/10/07) */
Good Afternoon,
We have worked diligently on correcting the issues and have resolved Mr. [redacted]'s concerns. We have responded to Revdex.com Arizona on 9/22/15 to Mr. [redacted]'s complaint - Case# [redacted] (please see attached).
The current...

complaint for Mr. [redacted]:
3. Apology from [redacted]
4. Reimbursement of electric bill
Item 1
My response on September 1st, 2015 was to acknowledge Mr. [redacted]'s frustration and simply offer a resolution for a dedicated point of contact to resolve his concerns. My sincere apologies for any misunderstanding, this was not my intention to offend Mr. [redacted]. We treat every customer with the utmost respect and we strive to deliver great customer experience very seriously. I hope this successfully address Mr. [redacted]'s concerns and our sincere apologies for any inconveniences or frustrations this may of caused.
Item 2
Over and above the steps we have taken to resolve Mr. [redacted]'s complaints, we will reimburse Mr. [redacted]'s electric bill for a total amount of $471 (three months of service).
It is our belief that PetersenDean has put forth the best effort possible to resolve Mr. [redacted]'s complaints.
Regards,
[redacted]
Vice President of Consumer Sales
Initial Consumer Rebuttal /* (3000, 12, 2016/01/04) */
I DID NOT take the battery solution "Engerizr" apart as you claim. The 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-shooting. NO 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 companies. Where do you think I got the knowledge to do that?
The "Engerizr" install was never a completed. The 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, etc. They couldn't even tell me what it was really [redacted] except running. NOTHING!
When I questioned your supervisor [redacted] on the way the essentials panel was being configured I stated this doesn't seem correct. Why would I spend $21,000 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 dumbfounded. I stated that "maybe" the essentials panel breakers was in the event of a total power outage but during normal 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 it. He never contacted me in regards to this again.
Once the "Energizr" was up and running (without monitoring capabilities) the Envoy/Enlighten monitoring stopped working. I requested help from Pedersen Dean to send someone out to trouble shoot but once again was ignored and nothing happened. I 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 system. I 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 this. What I did state was I was about to get an attorney and report complaints. From 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 videos. I 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 02DEC15 to trouble-shoot why the "Energizr" would not power up it was apparent they had not contacted JLM technical support. Hours after arriving and having no success I asked if they contact support. They did not have a business partner support number to call and only left a VM from the main office answering machine. I had a technician on the phone within 10 minutes. This is when, and only when the issue was resolved (within 30 minutes).
Here is yet another incorrect statement by you. The install has never been inspected by the city. I have no clue when and/or if this is to happen. Did 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 schematics. They 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 panel. I was never informed of this until AFTER the install.
Final Business Response /* (4000, 21, 2016/01/21) */
In response to the Mr. [redacted]'s comments, we respectfully stand by our first response.
Kind regards,
[redacted]
XXX-XXX-XXXX
Final Consumer Response /* (3000, 25, 2016/01/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted]-Dean has finally reached out to me 20 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 [redacted] Dean fulfills expectations from 14APR15 forward.
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 application. Customer 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 15 of the 30 solar panels installed.
So again, I am very leery at this point to close this complaint.
Rgds
[redacted]

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.

Initial Business Response /* (1000, 8, 2015/10/29) */
In response to Ms. [redacted]'s concerns, we have verified her system is working properly. Over and above the steps we have taken to resolve Ms. [redacted]'s concerns, we will install a monitoring system at no charge so Ms. [redacted] will have visibility...

to her system.
It is our belief that PetersenDean has put forth the best effort possible to resolve Ms. [redacted]'s complaints.
Initial Consumer Rebuttal /* (2000, 10, 2015/10/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They settled with me.
Final Consumer Response /* (2000, 12, 2015/10/30) */
They settled with me. Owned up to their mistakes. Offered a monitor system.

In response to the Homeowners concerns, we have made a good faith effort to assist the homeowner with his concerns.We have explained to the homeowner the warranty consist of two parts, one for labor and one for material manufacturer. Labor warranty:The homeowner is in year 19 of the 20 labor warranty, this warranty is intact for our workmanship. Material Manufacturer warranty:The Company for the roofing material has gone out of business and the manufacturer warranty for the roofing material is no longer available. In view of the roofing material is no longer available we offered to extend our labor warranty one additional year towards a new roof. While we understand the importance for a sound roof, unfortunately we respectfully decline the homeowners request to extend the warranty for roofing material that is no longer available. Kind regards,[redacted]

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, 5, 2014/09/05) */
Contact Name and Title: [redacted] President
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@petersendean.com
It is never our intention to mislead our customers or misrepresent our products. I would like to clarify your concerns...

about American-made Solar. The Base Solar4America solar packages options feature panels manufactured by Solar World and central inverters manufactured by Fronius USA, that is an all american solar equipment package. Microinverters are upgrades to our base system prices. We are careful to avoid suggesting that microinverters are American made, or include Enphase in our list of American products or base package offer. Our Purchasing department is working hard to locate an American-made microinverter and several other products that can supply PetersenDean at the volumes we need to service all our markets. That way we would not have to deviate from an All-American option for our customer to upgrade to microinverters or energy optimizers, etc. However if the racking system you received is not an american product we would like to remove it and replace with an American made product. We buy our racking systems from distributors in our local markets and rely on them stocking enough American products to meet our needs. If our standard distributor was out of American racking we should have sourced it from another distributor. I apologize for the error and would like to remedy the situation.
Initial Consumer Rebuttal /* (2000, 7, 2014/09/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)