Ray Fisher Pharmacy, Inc.

American Electric has made good faith efforts to resolve the complaint with Mr *** and request this matter be closed We trust the system is operational and providing its intended value.Sincerely,Stephen S***

Complaint: ***
I welcome this change in American Electric's leadership and refer MrS*** to speak with *** ***, (***)***-7030; ***'s lead on this issue. They have been investigation this and spoke with MrS*** in May 2016, regarding my system.I am available if any questions arise
Sincerely,
*** ***

American Electric, and the PV solar industry in Hawaii as a whole, **derstands the frustration some customers experience with their PV installationsThe process leading up to an installation is complexWe endeavor to comm**icate these complexities to every customerAspect of the process are
not within American Electric control e.gutility approval, City & Co**ty permitting and Department of Hawaiian Homelands approval to name just a few examplesAdditionally, the recent rainy weather conditions have contributed to delays.In reviewing the overall circumstances we have determined there was no attempt to deceive or lie to customer Take W**We do continually look to improve our customer comm**ications and customer service overallAmerican Electric will take **der advisement the constructive comments contained within as we continually strive to improve towards 100% customer satisfactionWe **derstand customer W**'s disappointment and we will strive to do every with our abilities to expedite and complete the installation process

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

Complaint: ***
Acknowledged
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
American Electric, Specifically MrS***, has made absolutely zero effort in this matterMrS*** did nothing, but dismiss my requests to ensure the system meets my needs as a customer
At my request, *** sent out a third party contractor to survey the systemAlthough the system is working properly and producing power, the technicians confirmed that American Electric under-engineered the system for my power needs and did not consider the panel and roof orientation to the position of the sun to ensure the system would meet my needs
Resolution I will accept is the same as I suggested to MrS*** beforeExchange the inverters from 215V to a higher rated inverter to meet my power needs
Sincerely,
*** ***

Mr. S[redacted] will be contacting [redacted] with [redacted]. Regards,Ray H[redacted]

The resolution as Mr [redacted] suggest can not be accomplished by American Electric, in that the system is owned by [redacted].  American Electric has contacted [redacted] for their input into the matter, should Mr. [redacted] still want to move forward to change the inverters.  More importantly, changing out the inverter will void the NEM Agreement that the customer has in place with the utility company.  American Electric does not recommend voiding the NEM.

American Electric has investigated this matter internally.We find no dishonesty regarding our employees interactions with this customer. The payment delay is purely a matter oversight.  This matter has been referred to our accounting department for action in a timely manner.

Complaint: [redacted]
I am rejecting this response because:it is my understanding a system can be changed, so long as the increase is within a maximum tolerance of energy production, (I believe I heard the number 10,000 kWh production per year from one company I spoke with). However, I was told by Bob S[redacted] "Per HECO rules, you can increase the size of the system by up to 1 kW (4 modules).  Any more than that you must go through the approval process again.  Additionally, any change to the system specs will require us to resubmit for a revised bldg permit." 
As the email implies, American Electric CAN make the changes and the previous Manger, stated the process American Electric would have to go through. It seems Mr. S[redacted] does not consider my request or concern relevant, since I allowed American an Electric to proceed with system installation, on the promise American Electric would make good on the changes I request, even admitting they made a mistake and "undersized" my system.I suggest we go ahead and make the request to HECO to upgrade the system, provide documentation of the increase usage I informed the sales person would happen, now that I returned to the island and moved back into the home, as indicated by American Electric. 
Sincerely,
[redacted]

Ms. [redacted],Please be advised that the check was released and mailed today. RayPres.

Company response highlighted withing Mr. [redacted]'s rebuttal:American Electric (AE) has not followed through with the resolution we originally agreed.  Steve S[redacted] has replaced Bob S[redacted] and I have not received reimbursement for the electric bills for Aug/Sep.  I did state I would look into the reimbursement claim.  I also had no internal proof at the time that this promise was made, and that came to light via the Revdex.com notes from Mr. S[redacted].  Regarding the specific claim for August and September, I will note that customer called and changed installation dates multiple times, in addition to a) installation permit was filed as residential (per customer) and ended up being commercial b) minimal flexibility on scheduling (Saturday afternoon requested).  Furthermore, there were continued issues in getting the PV system installed. After hiring a contractor to provide two access holes in my walls, I was told by the onsite electrician my unit was framed in such a way, which made direct access to my electrical panel difficult to run the wiring in conduit, as the plans specified. This is why I requested a full day for install – in case there were unforeseen installation difficulties I was also informed by the lead electrician that AE’s supply warehouse never responded to her request to send out the proper materials to complete the installation in "one-day" as promised.  I called American Electric and spoke with Steve S[redacted], the new manager taking Bob S[redacted]'s position. After explaining my discontent, I was told they would complete the job on 10/3, and would be there at 7AM. I explained I had appointments and asked them to come at 11 AM, but I was told they needed the entire day, which required me to hire someone to come to my home to "baby sit".  At 12:15 PM, I received a call telling me they were done.  When I called Steve, to inquire why they had to be there at 7 AM (and not 11AM as I requested), if it only took 5 hours to complete the work?, I was basically told that I should be happy it took less time. I was satisfied it was a trouble free installation I then asked about the past two months of electric bill they are to reimburse me, and was told he would have to "look into it", stating he didn't see why they should pay, since I will still get the full benefit of the electricity savings. I was given access to the formal wording of reimbursement by Revdex.com as it was located in a note on their system.  I did state that the full benefit (20 years) of the project starts when the system is turned on, there is not a monetary loss of purchasing a system without realizing benefits as no monies exchange until the system is turned on. The contract is for power, not a system.Lastly, I asked AE to look into the engineering of my PV system, explaining I am under engineered. I explained my current power use was about 30 kW/day and the system is currently engineered to produce 23 kW/day.  Steve was supposed coordinate a conference call, last week (12-16 Oct), between me, AE, and the [redacted] representative "Chad" in Arizona, but he never contacted me.”  We do not control the actual loads used by customers.  We base system sizing on historic utility bills.  Oversizing a system can be reason for the utility company to reject net metering.  I explained there are other ways with equal returns on investment to handle varying loads such as energy efficiency and off/grid backup.We reimbursed Mr [redacted] $273.77 for one month’s electric bills, and $780 for a required electrical upgrade to his system.  I agree to honor the promise noted in Revdex.com for utility bill reimbursement up to 10/3/2015

Mr. T[redacted]'s complaint is by and large valid.  [redacted] did not handle well permitting and utility issues, causing delays towards achieving installation of Mr. T[redacted]'s PV system.  Process is moving forward now and I expect a successful conclusion.  [redacted] has...

sent today, to Mr. T[redacted], a check for the electrical work and for one month's utility charges.  We will pay Mr. T[redacted]'s electric bill until the system is installed.
Also, we will work with Mr. T[redacted] prior to installation of his system to insure the PV system is sized correctly.  Please let me know of any other issues.

We received an email from Mr. [redacted] on May 18th.  The email served as notice of [redacted]'s approval of his [redacted] application.  We are moving forward with design and scheduling the work with the customer. We consider this notification and confirmation that the issue is...

closed.

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]

Aloha,  Family matters compelled Mr. S[redacted] to return the east coast and he is no longer with American Electric. My name is [redacted] S[redacted] and I have recently taken the position of General Manager for PV division at American Electric. I will look into the details of this complaint and follow up with [redacted]/customer. I would also like to change the name on the account to mine with the email address: [email protected] Thank you, [redacted]