We reviewed all of our email accounts, and unfortunately, have no evidence of ever receiving an email through any of our @rethinkelectric.com email accounts, nor any phone calls. We feel that this could have been resolved before any of the negative reviews and complaints were filed Rethink Electric is more than willing to coordinate the exchange for the Stor-Edge inverter We propose the following: 1. Rethink Electric purchase the Stor-Edge inverter2. Rethink Electric delivers the inverter to the *** house3. The *** provide the SE7600-A inverter that Rethink Electric installed, in working condition, and a Cashier’s Check for $upon delivery of the Stor-Edge inverter to their house4. Once the *** have received the inverter, we request that the Revdex.com mark the complaint as resolved, the *** remove all reivews about Rethink Electric (from *** *** and any other websites they have posted comments to), and not disparage Rethink Electric in the future in any form. We ask that all communication/scheduling pass through the Revdex.com portal As soon as we have a confirmation from the customer and Revdex.com this is an acceptable resolution, we will place the order within business days
Complaint: ***We appreciate Rethink Electric’s willingness to work toward a resolution and as stated, we are willing to attempt modification of truthful reviews if Rethink Electric takes steps that make such action appropriate. 1. We accept Rethink Electric’s offer to exchange the SolarEdge inverter that was installed for a StorEdge unit that has integrated battery backup capability. Rethink Electric will provide the serial number of the StorEdge unit that will be delivered via email at least 2-days prior to delivery.2. Both parties agree that Rethink Electric will not be involved with installation of the StorEdge inverter. Please note that as requested by Rethink Electric the SEinverter will be disconnected before the exchange occurs, which will make it impossible to confirm functionality of it when the exchange occurs. Therefore, we request that Rethink Electric acknowledges this issue and accepts full responsibility for the SEunit at the time of exchange3. Rethink Electric will deliver the agreed letter stating that we have complete ownership of the system via signed PDF attachment at least 2-days prior to StorEddge unit delivery. The StorEdge unit and letter must be to our satisfaction for this process to continue.4. The uninstalled SolarEdge SEwill be provided to a Rethink Electric representative at our residence at the agreed time.5. As agreed by the parties, our reviews represent an accurate portrayal of our experience with Rethink Electric. As elaborated during the Revdex.com process, we will attempt clarification of inverter and warranty issues as originally reviewed in an attempt to have them accurately reflect our experience during the Revdex.com resolution process. This will occur after the inverter exchange has occurred as agreed and functionality of the StorEdge unit has been confirmed.The purchase price included a “Rethink Electric Craftsmanship With a 48hr Response Window Years” warranty. Although we paid for the system in full, on Feb3, the owner of Rethink Electric stated in writing that “I will not honor any warranty to an unpaid invoice”. We assume this indicates that he does not intend to fulfill the stated warranty, and written clarification would assist in our attempts to update reviews.It is also important to note that honest portrayals do not represent defamation. Additionally, we have been presented with other options in the event that Rethink Electric chooses not to provide the inverter that was agreed to in writing prior to purchase. This includes, but is not limited to, legal action and exchange with the manufacturer or one of the distributors that is aware of this issue. In fairness to Rethink Electric, we chose to provide them with an opportunity to resolve this issue amicably before resorting to such options.Thank you again
Sincerely,
*** ***
Dear Revdex.com: Thank you for the update. Rethink Electric has not made any attempts to schedule delivery of the replacement inverter (the model that was originally purchased). Therefore, a time frame for installation of the proper inverter isn't available yet. Please let me know if there are additional questions. Thanks again. *** ***
We do not wish to address the specific complaints of the [redacted] again, as there are disagreements on the various points made. We want to find a resolution that provides both parties with peace of mind and contentedness with final outcome. However, we want to make a specific clarification on the warranties. Rethink Electric cannot rescind the manufacturers' warranty for any of the products. They come from the manufacturer’s alone. We do not have power or influence over any of the manufacturer’s used in the installation. 1. This is reasonable. We are willing to accept a cashier’s check at time of the exchange of the new inverter for the old, working, inverter. We would appreciate that calendar coordination be agreed upon through the Revdex.com so that there is no confusion. 2. Rethink Electric is not interested in performing the hardware installation. Additionally, we require that the new inverter be exchanged for the old inverter at the time of drop off of the new inverter, when we accept payment. This seems to be the only fair way to perform the exchange since the customer has concerns about the honorable nature of how Rethink Electric conducts business, and Rethink Electric has concerns about receiving the equipment and payment as agreed. There is no recompense if the [redacted] decide to not return the old inverter, which is required to reduce the cost of the new inverter as per the upgrade program agreed to. 3. Rethink Electric agrees to this, as long as the above steps are also agreed to. 4. We believe this was addressed in 2. 5. Rethink Electric would like a bit more than an 'attempt to modify’. Again, we cannot do anything to have the [redacted]’ make changes to the reviews after we have made the inverter exchange. We request that the reviews be modified to remove negative feedback, and no further defamation to occur into the future. Once this is done, we will gladly perform the exchange. We have addressed the warranty issue in the beginning of the letter. At this point we have exhausted this issue and believe it is fair for both parties. We do not wish to negotiate this any further.
Complaint: [redacted]I am rejecting this response because we feel that it is insufficient, and our alternative suggested resolution is below: We appreciate Rethink Electric’s settlement offer.We would be happy to modify the Internet-based reviews that have been submitted. Please note that the reviews have focused on three (3) aspects of the relationship with Rethink Electric:1. Rethink Electric committed in writing to various warranty periods ranging from 5 to 25 years, all to begin after the final inspection occurred. However, it appears that all warranty periods were later rescinded in writing, due to a Rethink Electric clerical issue.2. The incorrect inverter model was installed, which Rethink Electric has offered to rectify via the Revdex.com resolution process.3. When the system was activated, we didn’t recognize savings due to the fact that proper [redacted] approval hadn’t been obtained by Rethink Electric.Once the inverter situation (item number two, above) is rectified, we would be happy to attempt clarification of that item in the reviews. If Rethink Electric will commit in writing to the original warranty periods, we will also attempt to make review updates stating that the warranty issue has been resolved and removing the item relating to [redacted] approval.We accept Rethink Electric’s offer to provide the SolarEdge StorEdge inverter. We propose the following amended exchange procedure:1. Rethink Electric provide a new, functioning SolarEdge StorEdge inverter in factory sealed packaging to us, either in-person or via delivery (UPS or other) to our residence. We would be happy to provide a cashier’s check or credit card payment of $608 at the time of delivery or tracking number from shipper.2. We will do our best to swap out the existing SolarEdge SE7600 inverter with the StorEdge model within ten (10) business days. Alternatively, we would allow Rethink Electric to swap the units at the time of delivery in order to (1) avoid delay and necessary return trip and (2) ensure agreement between the parties concerning functionality. If Rethink Electric chooses to perform the unit swap, we feel that they should do so at their expense since they originally installed the incorrect unit.3. We ask that Rethink Electric relinquish Administrative Access to the SolarEdge web monitoring portal, as well as provide a letter stating that we have complete ownership of the system.4. We will provide the SolarEdge SE7600 to a Rethink Electric representative at our residence.We will attempt to modify our Internet-based reviews of Rethink Electric, pending resolution of the inverter and warranty issues as elaborated above.Please let us know if there are any questions.Thank you.
Sincerely,
[redacted]
We appreciate Rethink Electric’s willingness to work toward a resolution and as stated, we are willing to attempt modification of truthful reviews if Rethink Electric takes steps that make such action appropriate. 1. We accept Rethink Electric’s offer to exchange the SolarEdge 7600 inverter that was installed for a StorEdge unit that has integrated battery backup capability. At the time the unit exchange is scheduled, Rethink Electric will provide via email the serial number of the StorEdge unit that will be delivered. The StorEdge unit will be in a factory sealed box, and the 7600 will not be in a box.2. Both parties agree that Rethink Electric will not be involved with installation of the StorEdge inverter. The SE7600 inverter will be disconnected before the exchange occurs, which will make it impossible to confirm functionality of it when the exchange occurs. Rethink Electric acknowledges this issue and accepts full responsibility for the SE7600 unit at the time of exchange. 3. The StorEdge unit and letter must be to our satisfaction for this process to continue.4. The uninstalled SolarEdge SE7600 will be provided to a Rethink Electric representative at our residence at the agreed time.5. As agreed by the parties, the existing reviews represent an accurate portrayal of our experience with Rethink Electric. As elaborated during the Revdex.com process, we will attempt clarification of inverter issue if a successful exchange is performed as contemplated by this action. This will occur after the inverter exchange has occurred as agreed and functionality of the StorEdge unit has been confirmed. As agreed by the parties, the purchase price included a “Rethink Electric Craftsmanship With a 48hr Response Window 7 Years” warranty. Although we paid for the system in full, on Feb. 3, 2017 Rethink Electric has made it clear that the aforementioned warranty will not be honored. We would be happy to provide Rethink Electric invoices and proof of payment if that would assist in their realization that the system was paid for in full. It is also important to note that honest portrayals do not represent defamation. Thank you again.Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
Initial Contact Mr. [redacted] called us after he had initiated a contract with another installer. He was not satisfied with this installer, and after contacting us began the process of canceling his existing contract with them. We took the first payment on credit card and waived our...
standard processing fee as a good faith gesture. He had re-shingled his roof and had started the permit process, when he asked Rethink Electric for help with an installation. We worked efficiently and expedited the permit process, with Mr. [redacted] stating: “Thank you for your assistance with our PV implementation, and for completing it in record time (not to mention picking up the pieces from ####).” There was no extra cost for the additional attention and rushed timeline the [redacted]’s received. We simply strive to accommodate our customer’s as much as we can. Permitting The town of Hawthorn Woods was also very accommodating to the [redacted]’s demands for an expedited process. We, again, made exceptions to our standard practice to coordinate with the permit office to prioritize the installation. Install Rethink Electric shifted our schedules to accommodate the [redacted]’s so that we could ensure, again, that we met the accelerated timeline requested. The installation went efficiently and was of the high caliber we expect from our install crew. During the process of installing the inverter in the house, Mr. [redacted] became very irate with one of our employees as he was about to install a conduit strap to the wall as REQUIRED by the National Electric Code. He prevented the installer from doing it, going to the extent of kicking him out of the house. The project required special permission from the inspector to get an exception to the NEC requirements. The inverter we installed had a factory defect, and Rethink Electric made Mr. [redacted] a priority by getting a new inverter installed in a few days, yet again working around his travel schedule to get it done quickly. Inverter Concern In regards to the battery integrated inverter, Rethink Electric installed an inverter that simply required an upgrade to the Stor-Edge system. Our SolarEdge Rep (John Hulse) said that the Stor-Edge wasn’t widely available at the time, but at a minimum we should install a 7600A-US, and then later swap out the inverter through the StorEdge Upgrade Program when the customer is ready to install batteries. Because of the expedited timeline of this project, we could not accommodate the install of the Stor-Edge inverter with the limited availability of the product. We assumed we would perform this upgrade if and when Mr.[redacted] was ready to install a battery system. The cost being assumed in the original proposal. We assumed that Mr. [redacted] would use Rethink Electric to install the battery system and we would use the Stor-Edge upgrade program to facilitate the exchange when needed. NetMetering/Interconnect [redacted] was not able to finalize his paperwork in the timeframe of the permit, installation, and inverter replacement. Mr. [redacted]’s accusation that Rethink Electric delayed this process is erroneous. According to [redacted] their timeline is as follows: Interconnect Application up to 22 business days (7 business days for completeness review, and 15 days for technical review) Net Metering Review Process : 10 business days after receipt of application. Meter replacement : Up to 8 weeks for the meter installation Rethink Electric can only be expected to work within the time constraints of their application process, and made every available attempt to push the process along. Invoicing – Final Payment The final invoice to Mr. [redacted] was 30 days past due. This very late payment aside, he asked Rethink Electric if he should mail it in, or if we would like to pick it up. We went to his residence to ensure that we received this over due payment in person. This was coordinated with Mr. [redacted] with no animosity. Unpaid Balance Unfortunately, the invoicing issues occurred during a time of transition between office managers, that caused the wrong amount to be invoiced. When we were closing out our books, we realized there were some errors and Mr. [redacted] still owed us $2,055.43. When we supplied the corrected invoice with a thorough explanation, Mr. [redacted] was unresponsive. After several attempts to contact him, we wrote him an email saying that we could not honor Rethink Electric’s warranty (DATE) with an outstanding invoice. He offered no response until he posted several negative reviews online, including [redacted] SolarReviews, and now the Revdex.com. We responded to the [redacted] Review on their site, SolarReviews does not allow response, and, with this letter, are responding to the complaint here. We received no other outside communication from Mr. [redacted] as he claims. There were no phone calls or email directly to Rethink Electric or its employees. We are open to a resolution with Mr. [redacted]. All of the above illustrates that Rethink Electric prioritizes our customer’s requests/needs as much as we can, and even go to great lengths to accomplish this, such as accelerated timelines. Resolution We have an outstanding invoice of $2,055.43 for Mr. [redacted] for the installed system, that we absorbed last year because of non-payment. After we receive the paid in full balance, we will ship a SE7600A-USS Stor-Edge Inverter to Mr. [redacted]’s house, we will then pick up the 7600A-US inverter, follwed by a credit to him for $250 in labor costs for the inverter installation. This labor cost is what SolarEdge determines to be the cost of swapping out inverters under warranty. If the cost of installing the new inverter is more than $250, then Rethink Electric feels he is being overcharged or misled on the valuation of the labor costs. Any costs beyond $250 should be the responsibility of Mr. [redacted].
Initial ContactAs noted, Rethink Electric was more responsive than some of the other options we considered. PermittingWe had worked with the Village of Hawthorn Woods for quite some time in preparation for our solar implementation. We ensured that we had full knowledge of the permitting process and the local legislation in place for such implementations. Rethink Electric’s original permit submission process contained errors, and we worked with the Village of Hawthorn Woods in order to expedite correction of such processes. Once the corrected documents had been submitted to the village, we worked directly with Village staff and their contract resources in order to ensure expedient approval of our project. InstallationThe installation involved damage to windows, and sheetrock screws were used to install components to the exterior of the residence rather than stainless steel or galvanized as required by code. Rather than make an issue of this, we opted to correct the issues at our own expense rather than requesting Rethink Electric to rectify the issue, since it appeared that they only had sheetrock screws in their possession. As noted, during the installation process, we asked Rethink Electric to minimize penetrations to concrete basement walls. When they refused to do so, we kindly asked them to resume work on the exterior of the project until we could contact (1) the owner of Rethink Electric and (2) the appropriate representatives of the Village of Hawthorn Woods so that they could provide guidance on this issue. The Village inspector called and stated that it is the Village’s preference to minimize penetrations to basement walls. This information was forwarded to Rethink Electric representatives, and the project continued. Later, when the inverter was replaced, the owner of Rethink Electric thanked us for our diligence with this topic, since replacement the inverter was quicker/simpler as a result of the one fewer penetration. It should be noted that Rethink Electric representatives failed to bring the necessary tools with them when the inverter replacement occurred, and therefore they used our hole saws in order to make necessary openings on the inverter. As a result, improper sized holes were used, per code. Incorrect InverterAs noted in the Revdex.com complaint, we ordered, and the owner of Rethink Electric stated in writing, that the SolarEdge inverter that has backup battery inverter integration capability had been installed. Therefore, we recently pursued the purchase of a battery backup device at a price of approximately $6,600. The intention was to integrate the battery backup with the SolarEdge inverter that the owner or Rethink Electric told us in writing that he had installed at our residence. We are not electricians, and therefore we didn’t realize that we had been lied to and that in reality the SolarEdge SE7600 inverter had been installed. The SE7600 inverter DOES NOT have backup battery integration capability without modification. If the owner of Rethink Electric indeed made assumptions concerning our intentions, these intentions were not shared with us verbally or in writing. Instead, the owner of Rethink Electric stated, in writing, that the inverter that “I included a 7.6KW Solaredge inverter to accept the [redacted] Power Wall when it becomes available”. Again, as we have now learned, this is not the case. NetMetering/InterconnectWhen we learned that we were not being credited for solare electricity production, we contacted both [redacted] utility representatives and the owner of Rethink Electric. The owner of Rethink Electric stated that there was not an issue. [redacted] representatives, however, stated that solar installations without proper prior approval from [redacted] are not allowed. Therefore, we proceeded to immediately turn off the solar installation against Rethink Electrics advice, and we began the process of working with [redacted] representatives directly in order to resolve the issue. As noted, [redacted] representatives stated that they had prior, similar experiences with Rethink Electric, and they actually laughed when we told them who the solar installer was for our project. Given the number of similar experiences with Rethink Electric, they knew the owner of Rethink Electric by name. Invoicing and Final PaymentWe paid for the system in full. In fact, we paid for it before it was useable due to the NetMetering/Interconnect issue described above. The owner of Rethink Electric personally visited our residence to accept final payment, at which time he asked if we would be willing to provide him with a written recommendation for his services, to be shared with other potential customers of his. There was no animosity. Alleged Unpaid BalanceWeeks following the installation (note that we declined to provide the written recommendation that was requested by the owner of Rethink Electric), we received email correspondences from Rethink Electric, stating that due to some alleged clerical issue, they believed that we should pay thousands of dollars above and beyond the full invoiced amount. The emails included a threat from the owner of rethink electric that unless we complied with the additional payment request, he would not honor his warranty. At that point, rather than get into a dispute with Rethink Electric, we chose to reach out to the manufactures of the solar components (including solar panels and inverter) that were installed at our residence. The manufacturers were very concerned when we shared the Rethink Electric “shake down” emails (as they called them), and they recommended us not to reply to Rethink Electric (which we didn’t until we discovered that the incorrect inverter had been installed). They also assured us that the warranties were valid, no matter what the owner of Rethink Electric stated in his emails. ResolutionContrary to the misleading statement made by Rethink Electric to the Revdex.com, we reached out to the owner of Rethink Electric when we learned that he had installed the incorrect inverter at our residence. The following was sent to the owner of Rethink Electric on July 26, 2017— [redacted]@yahoo.com> Jul 26 at 2:04 PMTo [redacted]Message body[redacted] Thank you for your assistance with our SolarEdge PV implementation. As you must be aware, we weren't pleased when-- You asked for additional funds after we paid for your services in full (and after you visited our residence in person in order to accept the final payment)You stated in writing that you wouldn't honor your warranty unless we paid additional funds, above and beyond the full and final price Rather than taking supplementary actions concerning your request for additional payment, we simply contacted the applicable manufacturers and communicated this issue with them. In additional to vocalizing their disappointment with the situation, representatives from both manufacturers reassured us that the equipment warranties are in place whether your company is in the picture or not. You will recall that battery backup has always been a concern to us, and as noted in your correspondences, you indicated that you had sold us an inverter that integrates with the [redacted] Power Wall. Of course, we've now learned that this is not the case. To make matters worse, the folks at SolarEdge are willing to assist with the process, but they will only refund us in the amount of $608 after purchasing the StorEdge model that has the capability that you stated you had installed at our residence. SolarEdge representatives have suggested that under the circumstances, we should consider going after the remainder of the funds from you in court that we will be out as a result of your mis-statements concerning the inverter that you installed at our residence. We're hoping that you would be willing to assist with the exchange of the SE7600 for a StorEdge unit, which of course would have the battery integration capability that you stated had been installed at our residence. We're not asking you to perform an installation or any other service. Instead, we are only asking for assistance with an exchange so that we will have the appropriate inverter capability that you told us you had installed. We would be happy to pay you for the price difference between the SE7600 and the StorEdge which, according to SolarEdge, is $608. Please let us know if you have any questions. If we don't receive a reply from you by this weekend (specifically, July 29), we will consider next steps concerning this situation. Thank you again. [redacted]B2B/EAI/EDI/MFT Specialist[redacted]My Website: www.ddedi.comProfile: [redacted] Our offer of a resolution, as listed in the July 26, 2017 correspondence stands. Specifically, we're hoping that Rethink Electric would be willing to assist with the exchange of the SE7600 for a StorEdge unit, which of course would have the battery integration capability that the owner of Rethink Electric stated had been installed at our residence. We're not asking Rethink Electric to perform an installation or any other service. Instead, we are only asking for assistance with an exchange so that we will have the appropriate inverter capability that the owner of Rethink Electric told us in writing that he had installed. We would be happy to pay you for the price difference between the SE7600 and the StorEdge which, according to SolarEdge, is $608. Under the circumstances, we believe that our resolution offer is generous and reasonable. Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
Previously stated:At this point we have exhausted this issue and believe it is fair for both parties. We do not wish to negotiate this any further. 1. This conflicts with 4 that we already agreed on.2. We can see that the inverter is currently working and we expect it to be working until the time it is removed.3. Yes, we will give you a letter.4. Ok5. Once the [redacted] have received the inverter, we request that the Revdex.com mark the complaint as resolved, the [redacted] remove all reivews about Rethink Electric (from [redacted] and any other websites they have posted comments to), and not disparage Rethink Electric in the future in any form.As stated before, a cashier’s check for $680 will be provided at the time of the inverter exchange.It looks like we are in agreement, except number 5. We do not want a ‘clarification’ of the warranty issue, as both parties disagree about the system being paid in full. We want the reviews simply removed, and no future reviews posted. This is a must have for us.
We reviewed all of our email accounts, and unfortunately, have no evidence of ever receiving an email through any of our @rethinkelectric.com email accounts, nor any phone calls. We feel that this could have been resolved before any of the negative reviews and complaints were filed Rethink Electric is more than willing to coordinate the exchange for the Stor-Edge inverter We propose the following: 1. Rethink Electric purchase the Stor-Edge inverter2. Rethink Electric delivers the inverter to the *** house3. The *** provide the SE7600-A inverter that Rethink Electric installed, in working condition, and a Cashier’s Check for $upon delivery of the Stor-Edge inverter to their house4. Once the *** have received the inverter, we request that the Revdex.com mark the complaint as resolved, the *** remove all reivews about Rethink Electric (from *** *** and any other websites they have posted comments to), and not disparage Rethink Electric in the future in any form. We ask that all communication/scheduling pass through the Revdex.com portal As soon as we have a confirmation from the customer and Revdex.com this is an acceptable resolution, we will place the order within business days
Complaint: ***We appreciate Rethink Electric’s willingness to work toward a resolution and as stated, we are willing to attempt modification of truthful reviews if Rethink Electric takes steps that make such action appropriate. 1. We accept Rethink Electric’s offer to exchange the SolarEdge inverter that was installed for a StorEdge unit that has integrated battery backup capability. Rethink Electric will provide the serial number of the StorEdge unit that will be delivered via email at least 2-days prior to delivery.2. Both parties agree that Rethink Electric will not be involved with installation of the StorEdge inverter. Please note that as requested by Rethink Electric the SEinverter will be disconnected before the exchange occurs, which will make it impossible to confirm functionality of it when the exchange occurs. Therefore, we request that Rethink Electric acknowledges this issue and accepts full responsibility for the SEunit at the time of exchange3. Rethink Electric will deliver the agreed letter stating that we have complete ownership of the system via signed PDF attachment at least 2-days prior to StorEddge unit delivery. The StorEdge unit and letter must be to our satisfaction for this process to continue.4. The uninstalled SolarEdge SEwill be provided to a Rethink Electric representative at our residence at the agreed time.5. As agreed by the parties, our reviews represent an accurate portrayal of our experience with Rethink Electric. As elaborated during the Revdex.com process, we will attempt clarification of inverter and warranty issues as originally reviewed in an attempt to have them accurately reflect our experience during the Revdex.com resolution process. This will occur after the inverter exchange has occurred as agreed and functionality of the StorEdge unit has been confirmed.The purchase price included a “Rethink Electric Craftsmanship With a 48hr Response Window Years” warranty. Although we paid for the system in full, on Feb3, the owner of Rethink Electric stated in writing that “I will not honor any warranty to an unpaid invoice”. We assume this indicates that he does not intend to fulfill the stated warranty, and written clarification would assist in our attempts to update reviews.It is also important to note that honest portrayals do not represent defamation. Additionally, we have been presented with other options in the event that Rethink Electric chooses not to provide the inverter that was agreed to in writing prior to purchase. This includes, but is not limited to, legal action and exchange with the manufacturer or one of the distributors that is aware of this issue. In fairness to Rethink Electric, we chose to provide them with an opportunity to resolve this issue amicably before resorting to such options.Thank you again
Sincerely,
*** ***
Dear Revdex.com: Thank you for the update. Rethink Electric has not made any attempts to schedule delivery of the replacement inverter (the model that was originally purchased). Therefore, a time frame for installation of the proper inverter isn't available yet. Please let me know if there are additional questions. Thanks again. *** ***
We do not wish to address the specific complaints of the [redacted] again, as there are disagreements on the various points made. We want to find a resolution that provides both parties with peace of mind and contentedness with final outcome. However, we want to make a specific clarification on the warranties. Rethink Electric cannot rescind the manufacturers' warranty for any of the products. They come from the manufacturer’s alone. We do not have power or influence over any of the manufacturer’s used in the installation. 1. This is reasonable. We are willing to accept a cashier’s check at time of the exchange of the new inverter for the old, working, inverter. We would appreciate that calendar coordination be agreed upon through the Revdex.com so that there is no confusion. 2. Rethink Electric is not interested in performing the hardware installation. Additionally, we require that the new inverter be exchanged for the old inverter at the time of drop off of the new inverter, when we accept payment. This seems to be the only fair way to perform the exchange since the customer has concerns about the honorable nature of how Rethink Electric conducts business, and Rethink Electric has concerns about receiving the equipment and payment as agreed. There is no recompense if the [redacted] decide to not return the old inverter, which is required to reduce the cost of the new inverter as per the upgrade program agreed to. 3. Rethink Electric agrees to this, as long as the above steps are also agreed to. 4. We believe this was addressed in 2. 5. Rethink Electric would like a bit more than an 'attempt to modify’. Again, we cannot do anything to have the [redacted]’ make changes to the reviews after we have made the inverter exchange. We request that the reviews be modified to remove negative feedback, and no further defamation to occur into the future. Once this is done, we will gladly perform the exchange. We have addressed the warranty issue in the beginning of the letter. At this point we have exhausted this issue and believe it is fair for both parties. We do not wish to negotiate this any further.
Complaint: [redacted]I am rejecting this response because we feel that it is insufficient, and our alternative suggested resolution is below: We appreciate Rethink Electric’s settlement offer.We would be happy to modify the Internet-based reviews that have been submitted. Please note that the reviews have focused on three (3) aspects of the relationship with Rethink Electric:1. Rethink Electric committed in writing to various warranty periods ranging from 5 to 25 years, all to begin after the final inspection occurred. However, it appears that all warranty periods were later rescinded in writing, due to a Rethink Electric clerical issue.2. The incorrect inverter model was installed, which Rethink Electric has offered to rectify via the Revdex.com resolution process.3. When the system was activated, we didn’t recognize savings due to the fact that proper [redacted] approval hadn’t been obtained by Rethink Electric.Once the inverter situation (item number two, above) is rectified, we would be happy to attempt clarification of that item in the reviews. If Rethink Electric will commit in writing to the original warranty periods, we will also attempt to make review updates stating that the warranty issue has been resolved and removing the item relating to [redacted] approval.We accept Rethink Electric’s offer to provide the SolarEdge StorEdge inverter. We propose the following amended exchange procedure:1. Rethink Electric provide a new, functioning SolarEdge StorEdge inverter in factory sealed packaging to us, either in-person or via delivery (UPS or other) to our residence. We would be happy to provide a cashier’s check or credit card payment of $608 at the time of delivery or tracking number from shipper.2. We will do our best to swap out the existing SolarEdge SE7600 inverter with the StorEdge model within ten (10) business days. Alternatively, we would allow Rethink Electric to swap the units at the time of delivery in order to (1) avoid delay and necessary return trip and (2) ensure agreement between the parties concerning functionality. If Rethink Electric chooses to perform the unit swap, we feel that they should do so at their expense since they originally installed the incorrect unit.3. We ask that Rethink Electric relinquish Administrative Access to the SolarEdge web monitoring portal, as well as provide a letter stating that we have complete ownership of the system.4. We will provide the SolarEdge SE7600 to a Rethink Electric representative at our residence.We will attempt to modify our Internet-based reviews of Rethink Electric, pending resolution of the inverter and warranty issues as elaborated above.Please let us know if there are any questions.Thank you.
Sincerely,
[redacted]
We appreciate Rethink Electric’s willingness to work toward a resolution and as stated, we are willing to attempt modification of truthful reviews if Rethink Electric takes steps that make such action appropriate. 1. We accept Rethink Electric’s offer to exchange the SolarEdge 7600 inverter that was installed for a StorEdge unit that has integrated battery backup capability. At the time the unit exchange is scheduled, Rethink Electric will provide via email the serial number of the StorEdge unit that will be delivered. The StorEdge unit will be in a factory sealed box, and the 7600 will not be in a box.2. Both parties agree that Rethink Electric will not be involved with installation of the StorEdge inverter. The SE7600 inverter will be disconnected before the exchange occurs, which will make it impossible to confirm functionality of it when the exchange occurs. Rethink Electric acknowledges this issue and accepts full responsibility for the SE7600 unit at the time of exchange. 3. The StorEdge unit and letter must be to our satisfaction for this process to continue.4. The uninstalled SolarEdge SE7600 will be provided to a Rethink Electric representative at our residence at the agreed time.5. As agreed by the parties, the existing reviews represent an accurate portrayal of our experience with Rethink Electric. As elaborated during the Revdex.com process, we will attempt clarification of inverter issue if a successful exchange is performed as contemplated by this action. This will occur after the inverter exchange has occurred as agreed and functionality of the StorEdge unit has been confirmed. As agreed by the parties, the purchase price included a “Rethink Electric Craftsmanship With a 48hr Response Window 7 Years” warranty. Although we paid for the system in full, on Feb. 3, 2017 Rethink Electric has made it clear that the aforementioned warranty will not be honored. We would be happy to provide Rethink Electric invoices and proof of payment if that would assist in their realization that the system was paid for in full. It is also important to note that honest portrayals do not represent defamation. Thank you again.Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
Initial Contact Mr. [redacted] called us after he had initiated a contract with another installer. He was not satisfied with this installer, and after contacting us began the process of canceling his existing contract with them. We took the first payment on credit card and waived our...
standard processing fee as a good faith gesture. He had re-shingled his roof and had started the permit process, when he asked Rethink Electric for help with an installation. We worked efficiently and expedited the permit process, with Mr. [redacted] stating: “Thank you for your assistance with our PV implementation, and for completing it in record time (not to mention picking up the pieces from ####).” There was no extra cost for the additional attention and rushed timeline the [redacted]’s received. We simply strive to accommodate our customer’s as much as we can. Permitting The town of Hawthorn Woods was also very accommodating to the [redacted]’s demands for an expedited process. We, again, made exceptions to our standard practice to coordinate with the permit office to prioritize the installation. Install Rethink Electric shifted our schedules to accommodate the [redacted]’s so that we could ensure, again, that we met the accelerated timeline requested. The installation went efficiently and was of the high caliber we expect from our install crew. During the process of installing the inverter in the house, Mr. [redacted] became very irate with one of our employees as he was about to install a conduit strap to the wall as REQUIRED by the National Electric Code. He prevented the installer from doing it, going to the extent of kicking him out of the house. The project required special permission from the inspector to get an exception to the NEC requirements. The inverter we installed had a factory defect, and Rethink Electric made Mr. [redacted] a priority by getting a new inverter installed in a few days, yet again working around his travel schedule to get it done quickly. Inverter Concern In regards to the battery integrated inverter, Rethink Electric installed an inverter that simply required an upgrade to the Stor-Edge system. Our SolarEdge Rep (John Hulse) said that the Stor-Edge wasn’t widely available at the time, but at a minimum we should install a 7600A-US, and then later swap out the inverter through the StorEdge Upgrade Program when the customer is ready to install batteries. Because of the expedited timeline of this project, we could not accommodate the install of the Stor-Edge inverter with the limited availability of the product. We assumed we would perform this upgrade if and when Mr.[redacted] was ready to install a battery system. The cost being assumed in the original proposal. We assumed that Mr. [redacted] would use Rethink Electric to install the battery system and we would use the Stor-Edge upgrade program to facilitate the exchange when needed. NetMetering/Interconnect [redacted] was not able to finalize his paperwork in the timeframe of the permit, installation, and inverter replacement. Mr. [redacted]’s accusation that Rethink Electric delayed this process is erroneous. According to [redacted] their timeline is as follows: Interconnect Application up to 22 business days (7 business days for completeness review, and 15 days for technical review) Net Metering Review Process : 10 business days after receipt of application. Meter replacement : Up to 8 weeks for the meter installation Rethink Electric can only be expected to work within the time constraints of their application process, and made every available attempt to push the process along. Invoicing – Final Payment The final invoice to Mr. [redacted] was 30 days past due. This very late payment aside, he asked Rethink Electric if he should mail it in, or if we would like to pick it up. We went to his residence to ensure that we received this over due payment in person. This was coordinated with Mr. [redacted] with no animosity. Unpaid Balance Unfortunately, the invoicing issues occurred during a time of transition between office managers, that caused the wrong amount to be invoiced. When we were closing out our books, we realized there were some errors and Mr. [redacted] still owed us $2,055.43. When we supplied the corrected invoice with a thorough explanation, Mr. [redacted] was unresponsive. After several attempts to contact him, we wrote him an email saying that we could not honor Rethink Electric’s warranty (DATE) with an outstanding invoice. He offered no response until he posted several negative reviews online, including [redacted] SolarReviews, and now the Revdex.com. We responded to the [redacted] Review on their site, SolarReviews does not allow response, and, with this letter, are responding to the complaint here. We received no other outside communication from Mr. [redacted] as he claims. There were no phone calls or email directly to Rethink Electric or its employees. We are open to a resolution with Mr. [redacted]. All of the above illustrates that Rethink Electric prioritizes our customer’s requests/needs as much as we can, and even go to great lengths to accomplish this, such as accelerated timelines. Resolution We have an outstanding invoice of $2,055.43 for Mr. [redacted] for the installed system, that we absorbed last year because of non-payment. After we receive the paid in full balance, we will ship a SE7600A-USS Stor-Edge Inverter to Mr. [redacted]’s house, we will then pick up the 7600A-US inverter, follwed by a credit to him for $250 in labor costs for the inverter installation. This labor cost is what SolarEdge determines to be the cost of swapping out inverters under warranty. If the cost of installing the new inverter is more than $250, then Rethink Electric feels he is being overcharged or misled on the valuation of the labor costs. Any costs beyond $250 should be the responsibility of Mr. [redacted].
Initial ContactAs noted, Rethink Electric was more responsive than some of the other options we considered. PermittingWe had worked with the Village of Hawthorn Woods for quite some time in preparation for our solar implementation. We ensured that we had full knowledge of the permitting process and the local legislation in place for such implementations. Rethink Electric’s original permit submission process contained errors, and we worked with the Village of Hawthorn Woods in order to expedite correction of such processes. Once the corrected documents had been submitted to the village, we worked directly with Village staff and their contract resources in order to ensure expedient approval of our project. InstallationThe installation involved damage to windows, and sheetrock screws were used to install components to the exterior of the residence rather than stainless steel or galvanized as required by code. Rather than make an issue of this, we opted to correct the issues at our own expense rather than requesting Rethink Electric to rectify the issue, since it appeared that they only had sheetrock screws in their possession. As noted, during the installation process, we asked Rethink Electric to minimize penetrations to concrete basement walls. When they refused to do so, we kindly asked them to resume work on the exterior of the project until we could contact (1) the owner of Rethink Electric and (2) the appropriate representatives of the Village of Hawthorn Woods so that they could provide guidance on this issue. The Village inspector called and stated that it is the Village’s preference to minimize penetrations to basement walls. This information was forwarded to Rethink Electric representatives, and the project continued. Later, when the inverter was replaced, the owner of Rethink Electric thanked us for our diligence with this topic, since replacement the inverter was quicker/simpler as a result of the one fewer penetration. It should be noted that Rethink Electric representatives failed to bring the necessary tools with them when the inverter replacement occurred, and therefore they used our hole saws in order to make necessary openings on the inverter. As a result, improper sized holes were used, per code. Incorrect InverterAs noted in the Revdex.com complaint, we ordered, and the owner of Rethink Electric stated in writing, that the SolarEdge inverter that has backup battery inverter integration capability had been installed. Therefore, we recently pursued the purchase of a battery backup device at a price of approximately $6,600. The intention was to integrate the battery backup with the SolarEdge inverter that the owner or Rethink Electric told us in writing that he had installed at our residence. We are not electricians, and therefore we didn’t realize that we had been lied to and that in reality the SolarEdge SE7600 inverter had been installed. The SE7600 inverter DOES NOT have backup battery integration capability without modification. If the owner of Rethink Electric indeed made assumptions concerning our intentions, these intentions were not shared with us verbally or in writing. Instead, the owner of Rethink Electric stated, in writing, that the inverter that “I included a 7.6KW Solaredge inverter to accept the [redacted] Power Wall when it becomes available”. Again, as we have now learned, this is not the case. NetMetering/InterconnectWhen we learned that we were not being credited for solare electricity production, we contacted both [redacted] utility representatives and the owner of Rethink Electric. The owner of Rethink Electric stated that there was not an issue. [redacted] representatives, however, stated that solar installations without proper prior approval from [redacted] are not allowed. Therefore, we proceeded to immediately turn off the solar installation against Rethink Electrics advice, and we began the process of working with [redacted] representatives directly in order to resolve the issue. As noted, [redacted] representatives stated that they had prior, similar experiences with Rethink Electric, and they actually laughed when we told them who the solar installer was for our project. Given the number of similar experiences with Rethink Electric, they knew the owner of Rethink Electric by name. Invoicing and Final PaymentWe paid for the system in full. In fact, we paid for it before it was useable due to the NetMetering/Interconnect issue described above. The owner of Rethink Electric personally visited our residence to accept final payment, at which time he asked if we would be willing to provide him with a written recommendation for his services, to be shared with other potential customers of his. There was no animosity. Alleged Unpaid BalanceWeeks following the installation (note that we declined to provide the written recommendation that was requested by the owner of Rethink Electric), we received email correspondences from Rethink Electric, stating that due to some alleged clerical issue, they believed that we should pay thousands of dollars above and beyond the full invoiced amount. The emails included a threat from the owner of rethink electric that unless we complied with the additional payment request, he would not honor his warranty. At that point, rather than get into a dispute with Rethink Electric, we chose to reach out to the manufactures of the solar components (including solar panels and inverter) that were installed at our residence. The manufacturers were very concerned when we shared the Rethink Electric “shake down” emails (as they called them), and they recommended us not to reply to Rethink Electric (which we didn’t until we discovered that the incorrect inverter had been installed). They also assured us that the warranties were valid, no matter what the owner of Rethink Electric stated in his emails. ResolutionContrary to the misleading statement made by Rethink Electric to the Revdex.com, we reached out to the owner of Rethink Electric when we learned that he had installed the incorrect inverter at our residence. The following was sent to the owner of Rethink Electric on July 26, 2017— [redacted]@yahoo.com> Jul 26 at 2:04 PMTo [redacted]Message body[redacted] Thank you for your assistance with our SolarEdge PV implementation. As you must be aware, we weren't pleased when-- You asked for additional funds after we paid for your services in full (and after you visited our residence in person in order to accept the final payment)You stated in writing that you wouldn't honor your warranty unless we paid additional funds, above and beyond the full and final price Rather than taking supplementary actions concerning your request for additional payment, we simply contacted the applicable manufacturers and communicated this issue with them. In additional to vocalizing their disappointment with the situation, representatives from both manufacturers reassured us that the equipment warranties are in place whether your company is in the picture or not. You will recall that battery backup has always been a concern to us, and as noted in your correspondences, you indicated that you had sold us an inverter that integrates with the [redacted] Power Wall. Of course, we've now learned that this is not the case. To make matters worse, the folks at SolarEdge are willing to assist with the process, but they will only refund us in the amount of $608 after purchasing the StorEdge model that has the capability that you stated you had installed at our residence. SolarEdge representatives have suggested that under the circumstances, we should consider going after the remainder of the funds from you in court that we will be out as a result of your mis-statements concerning the inverter that you installed at our residence. We're hoping that you would be willing to assist with the exchange of the SE7600 for a StorEdge unit, which of course would have the battery integration capability that you stated had been installed at our residence. We're not asking you to perform an installation or any other service. Instead, we are only asking for assistance with an exchange so that we will have the appropriate inverter capability that you told us you had installed. We would be happy to pay you for the price difference between the SE7600 and the StorEdge which, according to SolarEdge, is $608. Please let us know if you have any questions. If we don't receive a reply from you by this weekend (specifically, July 29), we will consider next steps concerning this situation. Thank you again. [redacted]B2B/EAI/EDI/MFT Specialist[redacted]My Website: www.ddedi.comProfile: [redacted] Our offer of a resolution, as listed in the July 26, 2017 correspondence stands. Specifically, we're hoping that Rethink Electric would be willing to assist with the exchange of the SE7600 for a StorEdge unit, which of course would have the battery integration capability that the owner of Rethink Electric stated had been installed at our residence. We're not asking Rethink Electric to perform an installation or any other service. Instead, we are only asking for assistance with an exchange so that we will have the appropriate inverter capability that the owner of Rethink Electric told us in writing that he had installed. We would be happy to pay you for the price difference between the SE7600 and the StorEdge which, according to SolarEdge, is $608. Under the circumstances, we believe that our resolution offer is generous and reasonable. Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
Previously stated:At this point we have exhausted this issue and believe it is fair for both parties. We do not wish to negotiate this any further. 1. This conflicts with 4 that we already agreed on.2. We can see that the inverter is currently working and we expect it to be working until the time it is removed.3. Yes, we will give you a letter.4. Ok5. Once the [redacted] have received the inverter, we request that the Revdex.com mark the complaint as resolved, the [redacted] remove all reivews about Rethink Electric (from [redacted] and any other websites they have posted comments to), and not disparage Rethink Electric in the future in any form.As stated before, a cashier’s check for $680 will be provided at the time of the inverter exchange.It looks like we are in agreement, except number 5. We do not want a ‘clarification’ of the warranty issue, as both parties disagree about the system being paid in full. We want the reviews simply removed, and no future reviews posted. This is a must have for us.