Phoenix Construction Inc.

Dear Sir or Madam. I have reviewed this complaint and am very sorry that the customer is dissatisfied with the product.  In preparation for the discussion, I have listened to all phone calls made between JV and the Customer as well as reviewed the system production and the customer's...

bills.  We usually do not do an analysis of savings until the end of the first full year of production.  Weather, summer and levelized billing all have an impact on reviewing savings prior to the end of a full twelve month period.  For this customer, the first full month of production was June 2016.  We did initially have some issues with the system and accordingly, did not start billing until May 2016.  I am going to issue a credit to the customer's account for the month they paid that their system was not fully performing.  The main issue is that the customer went off levelized billing just before the summer began.  Unfortunately, levelized billing allows bills to remain the same whether the actual bills are higher or lower.  There is no way to determine the productivity of a solar system after three full months of production in this instance.  I know that the system in the three months that it has been producing has exceeded our expected results by 6.1%.  The customer is correct that one of the arrays is partially shaded.  This was factored in to the production assumptions that we used to determine if this customer would benefit from solar.  The most telling result of solar is from the bill sent over to us on 8-17-2016.  The customer's usage for August 2015 was 2904 kWh.  The usage for August 2016 was 2156 kWh.  This is an improvement of 748 kWh or at roughly $.10 per kWh $75.  Since the customer is paying PosiGen $65 per month, the savings are there.  If the customer is willing to wait it out until the end of twelve months; I believe they will see the savings.In regard to removal and the fees.  The customer is correct about the removal fee for this system.  While, we don't offer a try it or we will remove it concept; if that is what was communicated to the customer, we will honor it.  The customer does need to be aware that there are two separate contracts that they signed.  One for the solar lease and one for Energy Efficiency.  The solar lease can be canceled and a payment made for removal.  It is impossible for us to remove the property in the Energy Efficiecny contract.  We performed Duct Sealing and Whole House Air Sealing as well as other non-removable work.  The cost for the Energy Efficiency would be $3,525 ($3,600 less the $75 in payments received for EE).  The total cost to remove the system is $600 for removal and $3,525 for the Energy Efficiency work.I would be happy to schedule an appointment with the customer to go over this information (at our offices or on the phone) and see if there is some way we can work through the issues.  Otherwise, we will move forward with the removal as noted above.I would also like to apologize for the Fax issue.  Our fax machine at our office was not in service during the time period you mentioned.  My apologies on behalf of my team member who was unaware of that fact. Please let us know how you would like to proceed. Best Regards, Barbara H[redacted]PosiGen

Dear Sir or Madam.After a phone call with the customer yesterday, we offered a removal or a write-down of the lease to an amount that he felt was reasonable.  We agreed upon the lease write-down and have forwarded the paperwork for his signature.  We believe that this case has been...

addressed with the customer. Please let me know if there is any further information required. Best Regards, Barbara H[redacted]Chief Customer OfficerPosiGen

Revdex.com:
Although PosiGen, Inc. proposed an adequate resolution to complaint ID 10663999, they have failed to carry out this resolution as promised.  For your reference, details of the offer I reviewed appear below.
I request that this complaint be re-opened and the business contacted.
Regards,
[redacted]

We have reviewed the customer situation and have the following response:We communicate at several times during our process that the complete installation of the Solar PV and EE can take up to 4-6 months.  While in most cases it is not that long; there are times when municipalities or other...

outside parties delay the timing.  In this instance, we applied for the solar permit on 3-11-15 and did not receive the document from the city until 5-11-15.  We immediately requested the inspection and now are awaiting the results.  The next step in this process will be getting the net meter from the utility; which will also not be in our control.  We will work with the customer through the process and try and make it as smooth as possible.We have also requested a date from the customer to complete the Energy Efficiency work.  We have agreed upon Friday, June 5, 2015.  For the concern relating to the roof/ceiling leak.  We sent a technician out on 5-21-15 to analyze the problem.  He determined that the Air Conditioning pan was leaking and causing the damage in the home.  This is not solar related and is something the customer will need to address.  At this point all outstanding issues have been either addressed or scheduled.  Please let me know if there are any additional questions.Best Regards,[redacted]Chief Customer OfficerPosiGen

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10636751, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
Thomas Richardson
 
 please see below last correspondence with said companyBarbara       I found a card from
posigen on my coffee table today informing me that my system was cut off. After
inspecting I discovered this is in fact the case. I would like to know why me
nor my wife was informed of anyone coming to do work on my property prior to
the work being done. I have two dogs that could have gotten out. Anything could
have happened and I would have had no idea why. As Per our conversation, we
were supposed to review the next few months bills. How are we going to do this
when the panels are off and I have no idea for how long? Again there is another
communication error with your company that leaves me questioning if your company
can get these panels working properly or even care to. It seems like you and Mr.
James P[redacted] are the only two people I’ve spoken with who care about your
customers. So please see below questions and requests. 1 when was my system cut off? (before or after our agreement)2 I would like to be notified in advice before anyone comes to
do any kind of work on my property.
3 where do we move forward from here? This will compromise the outcome
of your assessment for June  and possibly
may depending on how long they have been disconnected.

Revdex.com:
I have reviewed the response made by the business, and found that the phone conversation between Mr and Mrs n[redacted] and I, and what they sent to the Revdex.com, parts are inaccurate, I will disclose if need be.  I have attached a letter they sent me, on Saturday June 11th 2016.  I feel that is my option, so I feel I will take it. I am unfamiliar with a hold harmless agreement, and  also have other items to iron out, and then  maybe we can through this, and I can my roof issue resolved.  
Regards,
[redacted]

Dear Sir or Madam.We have contacted the customer and determined what the issue is.  We have set up an appointment to go out and repair the issue on 8-22-15.Please let me know if any additional information is required.Best Regards,[redacted]Chief Customer OfficerPosiGen

[redacted] I believe someone from my team spoke to you on Friday and the head of the customer service department is reaching out to you again today.  Our goal here at PosiGen is to save customers money.  I think we should first do a complete bill analysis of your account.  We...

will need to have copies of one year bills prior to solar and one years bill after receiving solar.  Once we receive those from you we will have it done by Friday.  Also we will schedule a tech to go to your home and inspect the meter to see if it is functioning properly as I understand the utility company switch it out.   I apologize for and inconvenience and we will get on this right away.  The gentleman you will be receiving a call from is Harry G[redacted]. Thanks you, Lisa N[redacted]Leasing Director

The customer has a valid complaint.  We agree to pay the $750.  The check has been requested and we will follow up within 10 business days of this response.Please let me know if there are any additional issues.Best Regards,Barbara H[redacted]Chief Customer OfficerPosiGen

[redacted] We are sorry you do not agree with our decision.  The install that occurred in December 2015 is simply not covered for a roof leak that is being reported in April 2017.  We have offered to accommodate you even though this leak is not solar related just to have a happy customer as this is very important to PosiGen.  You have rejected our offers and we have removed your panels per your request.  We have also given you all the Energy Efficiency upgrades for free as well.  The value of the EE upgrades were $2,400.00.  We would like to continue doing business with you and regret we are unable to do so.  Please contact me with any future concerns you might have. Thank you, Lisa N[redacted]###-###-####

Dear Sir or Madam.In reviewing the response from the customer and the detailed spreadsheet, I noticed some issues with the calculations.  Unfortunately, the utility companies have no way of knowing exactly how much is being produced by the solar panels.  As the panels produce, the power is used in the home.  Anything that is unused is then "sold-back" to the utility company.  This is the amount in the customer's column "F" of the spreadsheet.  This is not the actual savings from the panels and a common misconception when reading utility bills.  Additionally, the customer used monthly numbers for each month in their calculation, which is frequently inconsistent with billing cycles for the utility companies.  To get actual numbers we would need to adjust for that as well.   We have made multiple attempts to contact the customer to discuss the issue; but have not been able to reach them.  Additionally, our technician discussed the repair of the one optimizer that is not working with the customer.  The repair will require a sunny day to determine the exact cause and location.  The customer told the technician that we "may not want to bother"  they would be contacting an attorney.  We have also made multiple trips to the customer's home to address their dissatisfaction with the Energy Efficiency upgrades.  They agreed to accept additional LED lighting and an installed attic tent to address their concerns.  This was all completed in 2015.Since we are unable to contact the customer, I will make them an offer in resolution through this venue.  We can do one of the following:      - Offer a Lease Write Down in the amount of $10 per month.  This will be done retroactively, with the intent of reducing the payment by the amount of the Energy Efficiency Upgrade.  Since the customer has made 8 payments, this would amount to a credit on their account of $80; with a new monthly payment of $55.  Additionally, to accommodate for the one deficient panel, we will also credit their account for 5% of payments made through February 2016.  This will not be a reduction on future payments.  The amount of this credit will be $25 (5% of $55*9 months).  We will then commit to completing the work on the system by the end of February, subject to the customer allowing us access to the property as needed.       - We will remove the panels at no charge to the customer.  This includes repairing the roof to ensure that the removal will not cause any incursions of water into the home as provided by our lease contract.  We will cancel both the lease and the Energy Efficiency contract without any payback by the customer.  We will not offer any rebate of monthly payments under this option due to the benefit the customer will receive from the free removal and the Energy Efficiency work completed; but not paid.  Both options will require the customer to sign documents either modifying or cancelling their agreements with the Company.  Both will also require a mutual release.We are willing to work with the customer and resolve the issue.  If the customer could contact their Concierge to discuss in more detail or advise us of how they would like to proceed. Best Regards, [redacted]Chief Customer OfficerPosiGen

I have reviewed Ms. [redacted]’s complaint and made inquiries
as to her situation. Ms. [redacted] is not a PosiGen customer. While Ms.
[redacted] is correct that PosiGen purchased BLG in 2014, because BLG has no
responsibility for the issues Ms. [redacted] is having with her solar...

system,
PosiGen does not either. BLG provided sales and installation services to
NationWize Solar LLC and ABO Ventures Inc., and these companies required BLG to
correct any installation defects. However, BLG has no responsibility for the
solar panels themselves. These panels are owned by NationWize Solar LLC and/or ABO
Ventures Inc., and these companies are the lessor. BLG does not own the solar
system and has never attempted to collect any lease payments related to the
system.
 
Ms. [redacted] contracted with NationWize Solar LLC and ABO
Ventures Inc., not BLG. We obtained the lease and payment notice from Ms.
[redacted], which confirms that NationWize and ABO are the lessor of her system. The
billing letter shows that NationWize was managing the billing of her lease.  
The issues that Ms. [redacted] has experienced are equipment
related, not installation related. BLG (and PosiGen) have no responsibility for
equipment problems. Moreover, PosiGen does not have the authority to repair or
remove Ms. [redacted]’s panels, which do not belong to PosiGen.   We are
very sorry that Ms. [redacted] is in this situation.  Unfortunately, we are
not in a position to do anything to assist.
 
We would suggest that Ms. [redacted] contact NationWize using
the phone number and address in the documentation she provided to us.
 
Our apologies for the confusion.  We hope that she is
able to rectify this situation.
 [redacted]Chief Customer OfficerPosiGen

Dear Sir or Madam.We have reviewed the complaint and have sent a technician out to investigate the situation.  We were asked by the customer to not work on the system until they returned from vacation.  Upon notification of their return we sent out our technician.  Due to the nature...

of the issue, it will require a licensed electrician to repair.  We are working with out subcontractor to schedule.  We will be also be reaching out to the customer today to obtain copies of their utility bills for the last several months.  We will utilize these to determine a reasonable settlement amount for the customer.Please let me know if you require any additional information.Best Regards,[redacted]Chief Customer OfficerPosiGen

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11102756, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I do not accept due to fact that everything that the business responded with has been done already. We have access to the monitoring site and I have created a spreadsheet that shows usage from last year and usage from the same months and what the energy company credited us with as far as energy going back into the system. There is no increase in usage but yet the solar panels are not saving us any money.The fictitious number that I alluded to is exactly that. They conducted a test to see if the house was sealed or needed sealing to make it energy efficient. The house was considered efficient by government standards therefore they advised that they could not do any sealing of any kind but if we wanted to stay in the program we could get a Nest thermostat and LED light bulbs. There was no test afterward as they did not have to do one since there was no sealing done to the house. So to say that the number they use as a savings due to the test and the energy efficiency upgrades, is a lie.The 3 month payments that they so called deferred to the end of the contract is a lie as well. After we signed the document and sent it in, we got a bill stating that our payment due was now $85 instead of $65. Why did our agreed upon monthly payment go up? Also, how was this done to allow time to fix a small piece of equipment that has yet to be fixed even though the 3 month time period has already elapsed.They say they have been working toward a solution but they have not. We have made many phone calls and complaints to them to find out why we are not saving any money and all they continued to tell us was that they were even though the numbers prove without a doubt that they are not. It was only through a threat of legal action did they finally send someone out to the house to check to make sure the equipment that they claimed was working perfectly was, and sure enough it wasn't, which by the way has still not been fixed.  
Regards,
[redacted]

Dear Sir or Madam, The customer was installed in December 2014 and activated in February 2015. Her Energy Efficiency Upgrade (EE) was completed in January 2015. In June, we received a call from the customer stating that she was unsatisfied with the EE upgrade. She specifically stated that...

her power strip was not what she was told it would be. We sent her another one within a week of her call. She then asked for a breakdown of her EE. At the time, our records show that we offered to defer her payments and provide a $10 write down of her lease. We did not hear back from her.
As of today, we have received one payment from the customer. We sent someone to disconnect the system and that is when the complaint was submitted. We would be happy to remove the system and terminate the lease with the customer at no charge. If she would contact her Account Manager we will move forward with the process.
 Best Regards, B[redacted] H[redacted]Chief Customer Officer PosiGen

Dear Sir or Madam.We have contacted the customer and reviewed the issues.  We have agreed to honor the terms of the BLG contract and assist them in performing to those requirements.  The only issue would be the timing.  If equipment has been compromised it may take longer than our normal time frame to acquire replacement equipment as this equipment is not used by PosiGen and is not something we carry in our warehouse.  Best Regards,[redacted]Chief Customer OfficerPosiGen

Dear Sir or Madam. The customer communicated to us in July 2015 that he did not want the Energy Efficiency services.  We subsequently sent him a certified letter indicating that he declined the EE and we have cancelled the upgrades. We received no response from the customer until we...

sent him his billing in January 2016.   In February 2016 we received a letter from the customer stating that he was not saving.  We prepared a savings analysis for him that indicated that even without the benefit of the Energy Efficiency work; he had already saved $304.55 since activation.  The customer has only made 2 payments since activation and now is refusing to make any additional payments.   If the customer is unhappy with the panels and would like to remove them and cancel his contract; we can make arrangements to do so.  If he would like to reconsider the Energy Efficiency services, we would be happy to schedule for him.  I would be happy to defer his payments until such time that the EE work is completed.   I ask that he contact his concierge to discuss the options in more detail. Best Regards, Barbara H[redacted]Chief Customer OfficerPosigen

Dear Sir or Madam. Upon receiving the rejection to our prior response, we reviewed the accounts in further detail.  Our records currently show that no amounts are due to this customer.  Our rewards program pays out varying amounts for customer referrals, but no rewardsare paid out unless and until the customer who was referred to us signs up for our products and an installation of solar panels is completed on their home. After an exhaustive search of our records, we have located only three referrals that may have been provided by Ms. [redacted]  For the first referral, the referred customer actually claims that they were referred by someone other than Ms. [redacted]  Despite thisfact, PosiGen has provided her with $300 in rewards for that referral. The second referral has not yet been installed, and thus Ms. [redacted] is not yet eligible for rewards for that referral.  If the installation for that referral is eventually completed, we will provide Ms. [redacted] with $100 in rewards, which was the maximum available under the referral program at the time the referral was made.  Finally, the third referral we received from Ms. [redacted] stated that they were not interested in our products, and therefore Ms.[redacted] is not eligible for any rewards regarding that referral. We sent the $300 rewards gift card for the first referral to Ms. [redacted] on June 24, 2015 and asked that she inform us no later than close of business on Friday, June 26, 2015 of any additional referrals for which she thought she might be entitled to rewards.  As of today, July 6, 2015, we have not received any further correspondence from Ms. [redacted], nor any indication that she can provide any information regarding any referrals she made to PosiGen under its rewards program other than the three described above. At this time, PosiGen has doneeverything in its power to review its records and ensure that Ms. [redacted] hasbeen given credit for all qualifying referrals she has made, we have providedher with rewards for referrals even though the underlying customers haveindicated that someone else was responsible for the referral, and we have givenMs. [redacted] an opportunity to provide us with the names of any additionalreferrals for which she feels she is entitled to rewards.  As such,PosiGen believes it has gone above and beyond to resolve this matter. Please let me know if you haveany additional questions.why here...

Deletion of contract with no other fees or chargesI would also like the 250 worth of work I paid my roofer for the time taken to remove the metal plates ftom the roof that posigens workers failed to remove
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12006405, and find that this resolution is satisfactory to me. 
Regards,
[redacted]

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.
The last response said something about the equipment. Now, this response mentions the inspection. It would be nice if there was some consistency as to why this has been such a lengthy process. I'm growing quite impatient with all the deflection. While I understand that PosiGen cannot control how long Entergy takes to do their part, I would still like to believe that I won't be given the runaround and put on the backburner when waiting for someone to come out and activate my system. This would have never gotten to this point if my numerous calls had been returned. Now, I'm being told that they don't have my number. How could that possibly be true when I've left numerous messages? I've spoken to [redacted], who I'm told handles the BLG customers, on two occasions, and she continually told me that I was not being ignored and that she would contact me as soon as she received word from [redacted], Technician Supervisor, and his boss. That was roughly 3 months ago, and I have yet to hear from her. So once again, several people there should have my number. I'm quite frustrated with the fact that every response from PosiGen mentions things taking time and such, but as I've said many times, I'm responsible for a bill for something that I'm not using. I believe that many people would find that frustrating and unjust. But I will once again call and hope that things will improve.
Regards,
[redacted]