Quality Body Shop

Complaint: [redacted] I am rejecting this response because: The company has my cell phone numberI did not receive or have any missed callsI will keep this complaint open until the system produces what was promised or a refund is issued Sincerely, [redacted]

Sun Solar strives to offer exemplary service to our customers and we deeply apologize as this customer's communication to discuss concerns was not received or somehow missedWe made an attempt to reach the customer on March 26th to discuss production and concerns but was unable to connectWe have proceeded with putting in a ticket to have our team look at the system and we are committed to doing what we need to do to ensure that he is receiving appropriate production

Hello,in response to the complaint filed, Sun Solar has taken the following actions: Original salesperson, [redacted] , discussed her sales contract with the customer the week of August 8th It was discovered that there were some discrepancies in her original production estimationOn August 22nd, conduc [redacted] a conference call with Empire Electric company and the customer to clear up the customer's issues Empire sends the customer separate bills: one for her production (on which solar earns her credits at the same rate as which she is charged) and a second rate for her overage credits (which is earned at the wholesale rate).Empire Electric was able to educate the customer on how to accurately read her bills going forwardOn August 31, Sun Solar agreed to upgrade the customer's system additional panels and an upgraded inverter to make up for the customer's additional production needs Sun Solar also agreed to refund the customer $to make up for any lost production since her installation The customer has agreed to this resolution via email and we are awaiting the necessary paperwork to schedule workPending installation, this customer case should be closed as we have worked with the customer to reach a conclusion to her satisfaction Please contact me directly if you need anything further: [redacted] [redacted]

We have telephone number *** on file for this customerOur support team will be attempting to contact the customer at am today, In the event contact is not made please feel free to contact our Director of Operations at ***

Initial Business Response /* (1000, 5, 2015/12/18) */
We understand the issue that Mr*** is reporting and we realize that it must have been upsettingWe have been in contact with him and have come up with an agreed upon solutionThe project is moving forward and we plan on ultimately making
Mr*** a satisfied customerWe realize that sometimes information doesn't get passed *** to the customer as often as it should, due to the huge growth that we've experienced as a company in the last yearWe're striving to improve in that area every day and will ultimately get thereUntil then, we'll do everything we can to make it right

I purchased this system in March 2016; it was installed July The sales pitch and brochures promised savings on average of $160/monthMy system has never produced savings anywhere near thatLast month it was $In the hottest part of the summer (the month with the highest savings) produced about $As a result of my complaint, I was contacted by *** who said the company could do a feasibility study but they also said the system was working correctlyBut if it was working correctly, it'd be producing what they said when they sold it to meBefore they installed the system, they had an engineer make drawings of where the panels should goThen the installers came out and placed the panels in other places, basically wherever they wanted to, even in some places that don't make senseFor example, there are panels on a west-facing roof even though there is a south-facing roof that gets sunlight all day that you could fit panels onWhen the guy came out to check the system after I filed my complaint, I asked him about the south facing panels, he said "I don't know, we'll have to do a feasibility study." They haven't done one yetMy payment for the system is about $130/monthWhy would I install a system that can't even pay for it itself? I was promised moreIf they can make the system produce what it's supposed to, then do that (move the panes, do whatever needs to be done, etc) otherwise I expect a refund of $31,

Upon reviewing this further, it appears that there are trees that we assessed as needing to be removed due to its potential affects it could have on the solar productionTree removal is the responsibility of the customerDuring our most recent follvisit, it became clear to us that not all of the trees blocking the sun were removed as discussedWe are committed to ensuring that the system is producing as estimated and that our customers are satisfied, however, some of these issues are in the control of the customerA member of our team reached out to the customer on 4/9/to discuss this further and additional feasibility reports are being created for himSun Solar is more than willing to add additional panels if necessary but if the trees are shading those, it will not change the outcome

Complaint: ***
I am rejecting this response because: I would like to keep the complaint active until this issue is fully resolvedThe company did contact me and set up a service appointment
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2016/09/22) */
Contact Name and Title: *** *** COO
Contact Phone: XXXXXXXXXX
Contact Email: ***@ussunsolar.com
We spoke with Ms*** on the same day that she called inMs*** was one of our customers when we were primarily located in the
StLouis marketAfter moving our home office to Springfield, MO, she may have had one of our old phone numbers or something and that was the issueHowever, once she left a voicemail about the issue, our customer support representative returned her call the same dayWe dispatched a technician to look at the problem right away and determined that the monitoring system simply needed to be resetThe system itself never went down, but only the ability to see the monitoring informationAfter speaking with Ms***, she agreed that we handled the issue in a timely manner and that she would remove this complaint

Complaint: ***
I am rejecting this response because:The business did not read the condition of the complaintPlease remove promises to install insulation as part of the energy upgrade to protect future consumers.
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2016/03/31) */
The situation with the [redacted]'s has been unfortunate, and we at Missouri Sun Solar apologize for any confusion that has contributed to this. Many of the statements that Ms. [redacted] makes in her complaint, are simply not true. I'll do my best to...

convey the facts of what occurred.
The problem with this system started out with a misunderstanding of expectations on the part of the [redacted]'s. They purchased a system that was designed to offset annually only 33% of their total usage. This is clearly shown on the documentation that they were provided during the sales process, and somehow that has been overlooked throughout this process by the [redacted]'s. When her complaints about production began, she expected 100% of her electric bill to be offset on a monthly basis.
With a solar system, it produces less in the winter than in the other months of the year. When a house uses electric heat, that makes it so that the usage of the electricity is much higher than at other times of the year. When that combines with less solar production, the amount of the electric bill being offset by solar is decreased for that month. When both of those factors combine with a system that was only designed to offset 1/3 of the usage on an annual basis to begin with, a small percentage of the bill will be offset that month.
If none of this information had been conveyed to the [redacted]'s from the beginning, their claims would be valid. However, it was conveyed before they agreed to purchase a system from us.
The next phase of this process involved our company agreeing to remove the system that was installed on their property, per the [redacted]'s request. This is the first time that our company has ever had to remove an installed system due to performance concerns, regardless of whether the claim was valid or not. While our company loses a considerable amount of money that we cannot recover by doing this, we agreed to do it anyway to satisfy the [redacted]'s.
When purchasing the system, the [redacted]'s financed their out of pocket cost through one of our financing partners. The remainder of the project was paid for with a rebate from their utility company.
In an initial conversation on processing this refund, Mr. [redacted] stated that it did not matter to him whether our company refunded him or the financing company. He said it did not matter to him either way. Since we had never had to fully refund a system before, we had to contact both of those parties to learn how they wanted us to handle the refund. This contact was made after speaking to Mr. [redacted] and finding out that he did not have a preference on how the refund was handled. Our company contacted both the financing company and utility on 3/23. Their initial responses were that they thought we'd have to send the money back to them directly, but they wanted to check with their supervisors to confirm.
On Thursday 3/24, we contacted the [redacted]'s and left a voicemail to let them know that we were waiting on a response from both the utility and financing company on what to do with the money. Ms. [redacted] called us back and we explained the situation. She thanked us for the quick response and for taking care of it.
On Friday 3/25, the utility and financing company emailed us back and the employee that the message came to was out of the office for the day.
On Monday 3/28, we processed the payments to the utility and the financing company and mailed Ms. [redacted] confirmation of these actions. After that, for some reason, Ms. [redacted] filed her complaint with the Revdex.com claiming that we were refusing to pay her money back. She stated that we should have cut them a check immediately when we removed the system. As outlined above, we could not cut them a check. They did not pay us anything directly for the system, which means we had to pay the two parties that paid for it.
On 3/31, Mr. [redacted] spoke on the phone with our company and agreed that once they receive confirmation that the refunds have been processed, they will remove the Revdex.com complaint.
We realize that we could've processed the refund faster ideally. However, we have never attempted to steal the customer's product and keep their money. We simply wanted to ensure that the refund (the first one we've ever had to do) was processed according to the terms agreed to with all parties. We regret causing the [redacted]'s any ill feelings towards our company and wish to move on.
Initial Consumer Rebuttal /* (3000, 7, 2016/04/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We are still waiting for the document of paid in full from their finance company. Per conversation with my husband ... It might take some time for us to receive it. Until we are in possession of that document ... This situation will not be completed. He was all so asked for us to remove our complaint. We too wish to put this entire situation behind us!!! When we have the appropriate paid in full documents in hand I will gladly mark this as satisfactory and complete. Thank you so much for your assistance in this situation. I truely believe that we would not have has any resolution had I not filed this claim.. And am appalled that they would accuse me of fabricating any part of our claim. It is very sad that it had to come to this..
Final Business Response /* (4000, 9, 2016/04/08) */
We look forward to this issue being resolved and moving forward. We disagree about the need for a Revdex.com claim, as we had already started processing the refunds with the appropriate parties when it was filed, but Ms. [redacted] feels differently. We're ready to close out this project.
Final Consumer Response /* (4200, 11, 2016/04/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As of this date ... We still do not have the paperwork from their lending agency stating PAID in full. I fully understand the inpact of turning this company into this agency. As soon as we have the proper paperwork from Sun Solar I will be more than happy to check the box as resolved! As this clearly shows... It takes weeks and weeks for closure!!!' Thank you so much for your help!'

Complaint: [redacted]
I am rejecting this response because: The company has my cell phone number. I did not receive or have any missed calls. I will keep this complaint open until the system produces what was promised or a refund is issued.
Sincerely,
[redacted]

After checking the notes of Mr. [redacted]'s account, it indicates the $500 lease down payment was already refunded. We are verifying this information to ensure this is accurate. If it has not been refunded, we will make sure it is sent out immediately. If this is the case, Mr. [redacted] was not charged...

for any services provided by Sun Solar. Additionally, the installation was cancelled because Mr. [redacted]'s structure was not adequate enough to accept the additional weight of solar array. All projects must receive engineering approval before they can be installed. All sales are dependent on this approval to protect both the integrity of the customer's structure and limit liability on Sun Solar, in the event of a collapse.

Hello,in response to the complaint filed, Sun Solar has taken the following actions: 1. Original salesperson, [redacted], discussed her sales contract with the customer the week of August 8th.  It was discovered that there were some discrepancies in her original production estimation.2. On...

August 22nd, conduc[redacted] a conference call with Empire Electric company and the customer to clear up the customer's issues.  Empire sends the customer 2 separate bills: one for her production (on which solar earns her credits at the same rate as which she is charged) and a second rate for her overage credits (which is earned at the wholesale rate).Empire Electric was able to educate the customer on how to accurately read her bills going forward.3. On August 31, Sun Solar agreed to upgrade the customer's system 6 additional panels and an upgraded inverter to make up for the customer's additional production needs.  Sun Solar also agreed to refund the customer $250 to make up for any lost production since her installation.  The customer has agreed to this resolution via email and we are awaiting the necessary paperwork to schedule work. Pending installation, this customer case should be closed as we have worked with the customer to reach a conclusion to her satisfaction.  Please contact me directly if you need anything further:    [redacted]

Sun Solar strives to offer exemplary service to our customers and we deeply apologize as this customer's communication to discuss concerns was not received or somehow missed. We made an attempt to reach the customer on March 26th to discuss production and concerns but was unable to connect. We have...

proceeded with putting in a ticket to have our team look at the system and we are committed to doing what we need to do to ensure that he is receiving appropriate production.