REPOWER by Solar Universe

Initial Business Response / [redacted] (1000, 5, 2015/12/29) */ The solar system was properly designed for the home needsWe completed a full five year analysis of their pg&e usage that was used by Mrs, ***Over the five years they never had a or monthly bill from pg&e and the highest annual kilowatt usage was almost XXXXX kilowattsUnfortunately, The [redacted] family used what the solar system produced, plus another XXXXX kilowatts from pg&eThe annual combined consumption was almost XXXXX kilowatts, Again, the highest pre-solar usage was 15K annuallyThey also never looked at their monthly bill, (net-meter statement) which they need to take responsibility for, along with being completely negligent with their monthly/annually consumption After we completed the solar installation f also went over the system with Mr [redacted] and they received an owner's manual and a notification letter from pew how solar worksI would assume that they didn't look at Mrs [redacted] also called several months after we completed the solar installation and claimed we broke her AC unit and insisted we came and fixed it at NO cost to herI explained to her that there would be a service call fee charged to them, if we found out that we didn't cause the issue with her AC unitShe argued and became very difficult to talk withShe would demand service and made threats to talk poorly about Solar Universe and sue us if we didn't grant her wishesI agreed to have a guy go out to the home, We went and checked out the AC Unit (at NO cost to her) and the issue she was having was not because of the solar installation, it was a bad breaker that we fixed for her for FREEAfter that I never heard a word from them, up until last month when she wanted to know why she received a $ billIt was explained to her and Mr***, they have changed their lifestyle consumption and is why they have a billNever in the sales presentation or Lease Agreement did it say the can go from using XXXXX kilowatts annually to using peke freely without a care of what they'd be charged at the end of the yearMrs [redacted] is also not telling the truth about her prior pg&e bills, or what took place at signing the lease with SUNRUN I will be happy to provide the five year pg&e usage, when I return from Christmas Vacation Any questions please feel free to contact me on my cell phone at XXX-XXX-XXXX Sincerely, [redacted] General Manager Initial Consumer Rebuttal / [redacted] (3000, 13, 2016/01/14) */ ***Document Attached [redacted] I would like to request to open up this case because I received the PGE 10- year billing history recently see attachedI will attach this again to my response to Solar Universe once the case is back Thank you [redacted] Final Business Response / [redacted] (4000, 18, 2016/02/04) */ ***Document Attached [redacted] thoroughly read the entire lease agreement, along with supporting documents for pg&eShe actually emailed me with a stream of questions that pertained to the lease agreement and requested that I answer them before moving forward with the leaseI clearly answered the questions correctly and is why they moved for with the lease and installationAs far as the HVAC service call we did at no chargeWe went there because she was irate over the phone and yelling and screaming, making threats that she would spread the word about the poor customer service with my company, said how could we treat customers this way and she knew we caused the issueHer husband then got involved and apologized for her actionsWe were able to come to agreement and I would send a guy to the house and identified the problem they were having had nothing to do with the solar installedThey received a full warranty book with all documents they signed, lease agreement, permits, pg&e, time of use information for pg&e, etcinfo and my contactI never spoke to [redacted] again, until the TRUE up Bill cameShe also had everything viaemail sent to herThe bottom line is she had access to pg&e website, the lease company's website to monitor her system when ever she wantedPg&e also mailed a SOLAR NEW customer welcome package, along with "HOW TO READ YOUR NET-METER STATEMENT" She chose not to utilize any of these tools The roof is diffidently maxed out with the usable roof and with in building codes I can't speak on what a competitor said please read Page of the Net-Meter agreement G,H & Isigned by *** Please look at another form "time of use" that [redacted] read and signed Please review pg&e usage for yearsI'd like to know how one jumps in consumption over double the amount of previous yearsRealistically if they planned on using XXXXX kilowatts annually, they don't even have enough roof space for panels to off-set that much powerThen what would they do? Another thing is they were on a TIME OF USE rate with pg&e prior to going SOLAR, they new all about itSo it was no surprise that they were on this rate with pg&e Another Mis-representation by *** I have attached there pg&e usage that they gave us, along with forms regarding true bills and time of use Their large pg&e bill is due to their negligence and we will not be paying the pg&e bill Please get back to me at your earliest convenienceI have sent all of this over to my attorney and he will be handling this moving forward

Initial Business Response / [redacted] (1000, 5, 2015/09/03) */ My name is [redacted] , I am the general manager for Solar Universe/VUE, I received a message on February 23, to call Mrs [redacted] to go over her true up billI talked to [redacted] that same day, she informed me that her husband had passed [redacted] and he handle all of this pg&e and true up stuff and If I wouldn't mind going over it with her, I requested her to fax or email the true up bill, along with the readings off the InvertersShe didn't know what the inverters were or have access to fax or emailSo I offered to drive over to her home and meet with herIt was within the week I meet with ***, and received the documentation needed, so I could prepare a usage analyses for her and report backgave her a call to let her know that the system is producing and actually over produced what we estimatedI asked if anything changed within the household and she said her son was living with themBased on many meetings the household's electricity usage has gone up over the years [redacted] was going to talk to her daughter and give me a call [redacted] , [redacted] and ***'s daughter called me on 3/23/at 8:I called her back and she requested a meeting at the homeWe meet on March 26th around 3:30; which is when [redacted] got off work from PG&EI had my project manager with me, [redacted] who checked the inverters, and overhead lines to pg&e to assure everything Is workingIt had been month since our first meeting and I could track the usage of the systemit produced on tract againi They were adamant that something Is wrong and they couldn't be using more electricityI showed them again, the system produced what we said it wouldAt that time we recommended having pg&e come check the meter and the overhead lines, maybe there was a electricity draw somewhere or a bad meterThe home is also older and could have something in the home pulling more elctricty then it should [redacted] called Pg&e, I believe one of her supervisors and [redacted] my project manager also called Pg&e to request a service call [redacted] was able to get a hold of someone first in the solar department and they asked to talk to ***, which [redacted] took the phone on behalf of [redacted] to help her mother outWe were on standby for close to hour waiting for them to be done with the phone callThey were able to schedule an appointment and would follow up with we after pg&e evaluated the meter, lines, solar, etc, I received a call on my cell phone from a gentleman from Pg&e and he had a couple questions for me regarding what was installed and that was itPg&e found nothing wrong with the meter, lines, solar system either In May [redacted] reached to me and said they were selling the house and needed the contract and breakdown of what her parents purchasedI believe she said it was for an appraisal, I emailed everything over to her on May 27th, I haven't heard anything else from then, until I received the letter from the Revdex.com on August 27th, The owner of Valley Unique Electric/Solar Universe brought the letter to my attention on Sept 15t, I called [redacted] in the morning and left a messageI called [redacted] who sold the system, he was floored that this was even happeningHe also, called [redacted] on Sept 1St and he hasn't heard backI asked [redacted] to write a letter regarding his experience with [redacted] Family; the letter will be attached for your reviewI called two more times on the 1st and left messages from my office phoneNo return callsI then called on my way from work from cell phone and a lady answered the phone, which I believe was ***After a few minutes, the lady hung up on meThe morning of September 2' about 8:am, l went by ***'s home and rang the doorbellNobody answered the doorI noticed the RV that use to be parked on the side of the house, was gone and two vehicles were now parked there, one red and a white oneThere was a gold Cherokee Jeep in the front drivewayI waited almost minutesI called from my car and left another message, NO RETURN CALLS I also emailed [redacted] around 7:on the 2nd, and haven't received anything back from her either When I got to my office, I spent some time and went through our phone log book and found [redacted] 's phone numberI called her; she was at work and said she couldn't talk, I told her I was shocked by this claim against my company that was filled with the Revdex.comEspecially after all of the time [redacted] and I spent year after year explaining that the system is doing what we estimated it to do, She again, said she couldn't talkI asked her to please call me later todayBefore hanging up, I told her I would be responding to her claim today and also contacting our company's attorneyWe hung and I texted her cell phone number and left my number so she can call me later I also want you to know that, [redacted] personally wrote a testimonial letter for our company, which we still use todayThis will also be attached for your review" I have attached the contract they signed and under ASSUMPTIONS states: Valley Unique Electric dba Solar Universe's design of any solar system, its size, output and other parameters are based on information supplies by Client and its current consumption, Valley Unique Electric dbd Solar Universe has no control over, and therefore is not liable for, any changes In Client's consumptions patterns or charges Imposed by Clients utility Unfortunately, the [redacted] family has changed their consumption patter and the usage has gone up and Is why they have a true up billThis has been explained to them time and time againWe have also shown them that the system is actually over producing This claim is completely UNFAIR and doesn't have accurate Information in the claim Please call me directly if you have any questions or concerns

Initial Business Response /* (1000, 5, 2015/12/29) */
The solar system was properly designed for the home needs. We completed a full five year analysis of their pg&e usage that was used by Mrs, [redacted]. Over the five years they never had a 700.00 or 800.00 monthly bill from pg&e and the highest...

annual kilowatt usage was almost XXXXX kilowatts. Unfortunately, The [redacted] family used what the solar system produced, plus another XXXXX kilowatts from pg&e. The annual combined consumption was almost XXXXX kilowatts, Again, the highest pre-solar usage was 15K annually. They also never looked at their monthly bill, (net-meter statement) which they need to take responsibility for, along with being completely negligent with their monthly/annually consumption.
After we completed the solar installation f also went over the system with Mr. [redacted] and they received an owner's manual and a notification letter from pew how solar works. I would assume that they didn't look at.
Mrs. [redacted] also called several months after we completed the solar installation and claimed we broke her AC unit and insisted we came and fixed it at NO cost to her. I explained to her that there would be a service call fee charged to them, if we found out that we didn't cause the issue with her AC unit. She argued and became very difficult to talk with. She would demand service and made threats to talk poorly about Solar Universe and sue us if we didn't grant her wishes. I agreed to have a guy go out to the home, We went and checked out the AC Unit (at NO cost to her) and the issue she was having was not because of the solar installation, it was a bad breaker that we fixed for her for FREE. After that I never heard a word from them, up until last month when she wanted to know why she received a $ 5600.00 bill. It was explained to her and Mr. [redacted], they have changed their lifestyle consumption and is why they have a bill. Never in the sales presentation or Lease Agreement did it say the can go from using XXXXX kilowatts annually to using peke freely without a care of what they'd be charged at the end of the year. Mrs. [redacted] is also not telling the truth about her prior pg&e bills, or what took place at signing the lease with SUNRUN.
I will be happy to provide the five year pg&e usage, when I return from Christmas Vacation.
Any questions please feel free to contact me on my cell phone at XXX-XXX-XXXX.
Sincerely, [redacted] General Manager
Initial Consumer Rebuttal /* (3000, 13, 2016/01/14) */
[redacted]Document Attached[redacted]
I would like to request to open up this case because I received the PGE 10- year billing history recently see attached. I will attach this again to my response to Solar Universe once the case is back.
Thank you.
[redacted]
Final Business Response /* (4000, 18, 2016/02/04) */
[redacted]Document Attached[redacted]
[redacted] thoroughly read the entire lease agreement, along with supporting documents for pg&e. She actually emailed me with a stream of questions that pertained to the lease agreement and requested that I answer them before moving forward with the lease. I clearly answered the questions correctly and is why they moved for with the lease and installation. As far as the HVAC service call we did at no charge. We went there because she was irate over the phone and yelling and screaming, making threats that she would spread the word about the poor customer service with my company, said how could we treat customers this way and she knew we caused the issue. Her husband then got involved and apologized for her actions. We were able to come to agreement and I would send a guy to the house and identified the problem they were having had nothing to do with the solar installed. They received a full warranty book with all documents they signed, lease agreement, permits, pg&e, time of use information for pg&e, etc. info and my contact. I never spoke to [redacted] again, until the TRUE up Bill came. She also had everything via. email sent to her. The bottom line is she had access to pg&e website, the lease company's website to monitor her system when ever she wanted. Pg&e also mailed a SOLAR NEW customer welcome package, along with "HOW TO READ YOUR NET-METER STATEMENT" She chose not to utilize any of these tools.
The roof is diffidently maxed out with the usable roof and with in building codes.
I can't speak on what a competitor said.
please read Page 4 of the Net-Meter agreement G,H & I. signed by [redacted].
Please look at another form "time of use" that [redacted] read and signed.
Please review pg&e usage for 5 years. I'd like to know how one jumps in consumption over double the amount of previous years. Realistically if they planned on using XXXXX kilowatts annually, they don't even have enough roof space for panels to off-set that much power. Then what would they do? Another thing is they were on a TIME OF USE rate with pg&e prior to going SOLAR, they new all about it. So it was no surprise that they were on this rate with pg&e.
Another Mis-representation by [redacted].
I have attached there pg&e usage that they gave us, along with forms regarding true bills and time of use.
Their large pg&e bill is due to their negligence and we will not be paying the pg&e bill.
Please get back to me at your earliest convenience. I have sent all of this over to my attorney and he will be handling this moving forward.

Initial Business Response /* (1000, 5, 2015/09/03) */
My name is [redacted], I am the general manager for Solar Universe/VUE, I received a message on February 23, 2015 to call Mrs. [redacted] to go over her true up bill. I talked to [redacted] that same day, she informed me that her husband had...

passed [redacted] and he handle all of this pg&e and true up stuff and If I wouldn't mind going over it with her, I requested her to fax or email the true up bill, along with the readings off the Inverters. She didn't know what the inverters were or have access to fax or email. So I offered to drive over to her home and meet with her. It was within the week I meet with [redacted], and received the documentation needed, so I could prepare a usage analyses for her and report back. gave her a call to let her know that the system is producing and actually over produced what we estimated. I asked if anything changed within the household and she said her son was living with them. Based on many meetings the household's electricity usage has gone up over the years. [redacted] was going to talk to her daughter and give me a call. [redacted] and [redacted]'s daughter called me on 3/23/15 at 8:29. I called her back and she requested a meeting at the home. We meet on March 26th around 3:30; which is when [redacted] got off work from PG&E. I had my project manager with me, [redacted] who checked the inverters, and overhead lines to pg&e to assure everything Is working. It had been 1 month since our first meeting and I could track the usage of the system. it produced on tract againi They were adamant that something Is wrong and they couldn't be using more electricity. I showed them again, the system produced what we said it would. At that time we recommended having pg&e come check the meter and the overhead lines, maybe there was a electricity draw somewhere or a bad meter. The home is also older and could have something in the home pulling more elctricty then it should. [redacted] called Pg&e, I believe one of her supervisors and [redacted] my project manager also called Pg&e to request a service call. [redacted] was able to get a hold of someone first in the solar department and they asked to talk to [redacted], which [redacted] took the phone on behalf of [redacted] to help her mother out. We were on standby for close to hour waiting for them to be done with the phone call. They were able to schedule an appointment and would follow up with we after pg&e evaluated the meter, lines, solar, etc, I received a call on my cell phone from a gentleman from Pg&e and he had a couple questions for me regarding what was installed and that was it. Pg&e found nothing wrong with the meter, lines, solar system either.
In May [redacted] reached to me and said they were selling the house and needed the contract and breakdown of what her parents purchased. I believe she said it was for an appraisal, I emailed everything over to her on May 27th, 2015. I haven't heard anything else from then, until I received the letter from the Revdex.com on August 27th, The owner of Valley Unique Electric/Solar Universe brought the letter to my attention on Sept 15t, 2015. I called [redacted] in the morning and left a message. I called [redacted] who sold the system, he was floored that this was even happening. He also, called [redacted] on Sept 1St and he hasn't heard back. I asked [redacted] to write a letter regarding his experience with [redacted] Family; the letter will be attached for your review. I called two more times on the 1st and left messages from my office phone. No return calls. I then called on my way from work from cell phone and a lady answered the phone, which I believe was [redacted]. After a few minutes, the lady hung up on me. The morning of September 2' about 8:40 am, l went by [redacted]'s home and rang the doorbell. Nobody answered the door. I noticed the RV that use to be parked on the side of the house, was gone and two vehicles were now parked there, one red and a white one. There was a gold Cherokee Jeep in the front driveway. I waited almost 5 minutes. I called from my car and left another message, NO RETURN CALLS.
I also emailed [redacted] around 7:30 on the 2nd, and haven't received anything back from her either.
When I got to my office, I spent some time and went through our phone log book and found [redacted]'s phone number. I called her; she was at work and said she couldn't talk, I told her I was shocked by this claim against my company that was filled with the Revdex.com. Especially after all of the time [redacted] and I spent year after year explaining that the system is doing what we estimated it to do, She again, said she couldn't talk. I asked her to please call me later today. Before hanging up, I told her I would be responding to her claim today and also contacting our company's attorney. We hung and I texted her cell phone number and left my number so she can call me later.
I also want you to know that, [redacted] personally wrote a testimonial letter for our company, which we still use today. This will also be attached for your review"
I have attached the contract they signed and under 2.1.4 ASSUMPTIONS states:
Valley Unique Electric dba Solar Universe's design of any solar system, its size, output and other parameters are based on information supplies by Client and its current consumption, Valley Unique Electric dbd Solar Universe has no control over, and therefore is not liable for, any changes In Client's consumptions patterns or charges Imposed by Clients utility.
Unfortunately, the [redacted] family has changed their consumption patter and the usage has gone up and Is why they have a true up bill. This has been explained to them time and time again. We have also shown them that the system is actually over producing.
This claim is completely UNFAIR and doesn't have accurate Information in the claim.
Please call me directly if you have any questions or concerns.

Review: Decided not to proceed with project, $500 refundable deposit not yet returned.

Thursday 11/12/15 --- services/contract CANCELLED

I call and speak to "receptionist" she says that she has spoken with accounting. I ask her when we can expect a check, her response was "a few days because it has to come from bay area".

Wed 12/2/15... I ask when when we can expect to see refund. [redacted] says "they should have mailed it already, I will check back and let you know".

12/3/15 [redacted] responds with "I am waiting to hear from Sunrun..will let you know"

days pass---no correspondance.

MONDAY 12/7/15 I reached out again.

Tues 12/8/15-- he did find out that company refunded but that it can take 4-6 weeks to receive and that he "wasn't aware of the policy because its never happened to him before".

First off--- 4 to 6 weeks for a refund is unacceptable. That is OUR money. The company FAILED to provide services OR customer service.

Secondly--- we do not have check and it has been 4 weeks. The check is coming from the bay area there is no reason for it to take 4-6 weeks. Salesman and receptionist should have TOLD US THE TRUTH about how long it takes.Desired Settlement: Our MONEY back NOW, not in two months.

Business

Response:

Response:Problem resolved. A check is being sent from the company. A request has been made to the accountant.[redacted]

Consumer

Response:

I am rejecting this response because: I will not accept or close anything until I have a check in hand. As of today, 12/30 I STILL do not have a check

Consumer

Response:

Consumer stated "The company refunded me, It is resolved Thank you."