RevoluSun LLC

We respectfully disagree with Mr [redacted] 's version of events In response to Mr [redacted] 's initial notification of a roof leak concern (more than 1/years after the PV installation), we investigated and could not find evidence that the leak was related to our workmanship.In an attempt to clarify the matter further, we engaged an independent licensed roofer with decades of experience in leak investigation to evaluate the roof and issue an objective report The roofing inspector's reportprovided photographic proof that the leak arose from pervasive and specific causes unrelated to the PV installation and provided repair recommendations Instead of following the recommendations in the report, Mr [redacted] hired another roofer who apparently concluded that the source of the leak was two cracked roofing tiles near the PV system and damaged underlayment beneath those two tiles that someone had patched with duct tape There is no evidence that any of the penetrations in the roof we made to install the PV system are compromised or causing leaks.Even if the two cracked tiles contributed to the leak (which does not appear to be accurate), we do not believe the tiles in question or the damaged underlayment beneath them (and the unprofessional repair of that damage) were related to the PV installation, because the type of damage and the method of repair are completely inconsistent with our installation practices Nonetheless, in an effort to resolve the matter, we offered on February to pay for Mr [redacted] 's roofing invoice if he would agree not to seek additional funds from us for roof repair work (because we are concerned that Mr [redacted] 's roofer may not have fixed the actual cause of the leaks) Mr [redacted] did not directly respond to that offer We also offered to help repair water damage inside his home To be fair to Mr [redacted] , communications with him have been challenging because of the nature of his work out of state If he had been here in Hawaii, we would likely have been able to resolve this matter to both of our satisfaction a long time ago.For the sake of bringing this matter to a close, we are willing to pay the c [redacted] of Mr [redacted] 's roofing invoice of $(which we received) and drywall repair invoice of $(upon verification and receipt of that invoice) In exchange,we request (1) a release from Mr [redacted] related to this incident so he does not seek additional funds if it later turns out that the repairs he directed were ineffective and (2) his agreement to reimburse us for the c [redacted] of the repairs if he later receivesreimbursement for the same repairs from his homeowner's insurance policy We will send a proposed settlement agreement with the above terms by email to Mr [redacted] no later than tomorrow, April 15, 2016.Mahalo.Colin Y***Chief Operating Officer

Complaint: [redacted] I am rejecting this response because:I appreciate the prompt written replyAs the sales representative for SolarEdge I feel RevoluSun has responsibility, and are my point of contact so that it is good you are contacting themIn one prior inquiry (unrelated to this matter) when I attempted to contact SolarEdge they referred me to the local dealer, RevoluSun.1) I do feel that days were lost on 12/8/16, 12/12/16, 12/14/16, 12/15/when repairs could have got the system back onlineIn particular, the generation of power was lost over the weekend 12/10-12/which is sorely felt by me, the owner, and due to no fault of my own.2) on 12/13/the repairman during his visit, consulted with the SolarEdge technician on the mainlandThey determined that the wire connectors to the malfunctioning power optimizer just needed to be unplugged, cleaned and plugged back in, with no new parts usedI was told this would fix everythingI expressed my feeling clearly that in my opinion it was not logical to expect that to workWhy would that one connector fail and not the other 23? I felt that the connectors were built to take the elements better than that, and if not, it boded poorly for all the connectors to last the 20+ years of the systemPromptly, the next day, 12/14/16, the same panel was failing causing the whole line to go down; and it took until 12/16/for the repairman to come back out and bring a new power inverterThe replacement of the power optimizer finally allowed that line of panels to work.It is difficult to sit by with the majority of the system down and have it take days from first visit to diagnose and 1st attempt to repair; then have that fail and take another days to try and succeed at a second repairMeanwhile, I am the only one losing powerThe January incident has a different Revdex.com ID, #11994659, and should be addressed thereIn brief though, on 12/16/while the repairman was here, SolarEdge pushed a software update through the internet that had a bug as it was explained to meWhen the system experienced an error, it should have gone off line, then reboot and send and Alert to me but the bug prevented a rebootAlso, no Alert came to me because one of the Admin for the monitoring system removed both me and my wife's email addresses from the Alert addresses Sincerely, Keith R [redacted]

Aloha Revdex.com and Ms [redacted] ,Please accept our apologies The correspondence Ms [redacted] received was inadvertent, and we acknowledge and accept Ms [redacted] 's cancellation of her contract for the installation of a solar energy system We will not initiate any further correspondence with Ms [redacted] , but will gladly respond to any further questions or concerns she may have.Mahalo, [redacted] ***Chief Operating OfficerRevoluSun LLC

Aloha Revdex.com,I spoke to Mr [redacted] last week, and I believe his concern is resolved Under the PV construction contract with the consumer, the initial deposit is nonrefundable if we perform initial design/pre-construction work and the consumer later requests to cancel for the consumer's own reasons/preferences, which is what happened in this case However, because a person in our company gave Mr [redacted] the impression that a portion of the deposit might still be refunded, I agreed for the sake of good customer service to split the difference and return 1/of the deposit, which I believe was satisfactory to Mr [redacted] .Please let me know if anything else if needed related to this complaint.Mahalo,Colin Y***, Chief Operating Officer

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,
*** ***

Aloha Revdex.com,I spoke to Mr. [redacted] last week, and I believe his concern is resolved.  Under the PV construction contract with the consumer, the initial deposit is nonrefundable if we perform initial design/pre-construction work and the consumer later requests to cancel for the consumer's own...

reasons/preferences, which is what happened in this case.  However, because a person in our company gave Mr. [redacted] the impression that a portion of the deposit might still be refunded, I agreed for the sake of good customer service to split the difference and return 1/2 of the deposit, which I believe was satisfactory to Mr. [redacted].Please let me know if anything else if needed related to this complaint.Mahalo,Colin Y[redacted], Chief Operating Officer

Complaint: [redacted]
I am rejecting this response because:I appreciate the prompt written reply. As the sales representative for SolarEdge I feel RevoluSun has responsibility, and are my point of contact so that it is good you are contacting them. In one prior inquiry (unrelated to this matter) when I attempted to contact SolarEdge they referred me to the local dealer, RevoluSun.1) I do feel that days were lost on 12/8/16, 12/12/16, 12/14/16, 12/15/16 when repairs could have got the system back online. In particular, the generation of power was lost over the weekend 12/10-12/11 which is sorely felt by me, the owner, and due to no fault of my own.2) on 12/13/16 the repairman during his visit, consulted with the SolarEdge technician on the mainland. They determined that the wire connectors to the malfunctioning power optimizer just needed to be unplugged, cleaned and plugged back in, with no new parts used. I was told this would fix everything. I expressed my feeling clearly that in my opinion it was not logical to expect that to work. Why would that one connector fail and not the other 23? I felt that the connectors were built to take the elements better than that, and if not, it boded poorly for all the connectors to last the 20+ years of the system. Promptly, the next day, 12/14/16, the same panel was failing causing the whole line to go down; and it took until 12/16/16 for the repairman to come back out and bring a new power inverter. The replacement of the power optimizer finally allowed that line of 14 panels to work.It is difficult to sit by with the majority of the system down and have it take 4 days from first visit to diagnose and 1st attempt to repair; then have that fail and take another 3 days to try and succeed at a second repair. Meanwhile, I am the only one losing power. The January incident has a different Revdex.com ID, #11994659, and should be addressed there. In brief though, on 12/16/16 while the repairman was here, SolarEdge pushed a software update through the internet that had a bug as it was explained to me. When the system experienced an error, it should have gone off line, then reboot and send and Alert to me but the bug prevented a reboot. Also, no Alert came to me because one of the Admin for the monitoring system removed both me and my wife's email addresses from the Alert addresses.
Sincerely,
Keith R[redacted]

Aloha Revdex.com and Ms. [redacted],Please accept our apologies.  The correspondence Ms. [redacted] received was inadvertent, and we acknowledge and accept Ms. [redacted]'s cancellation of her contract for the installation of a solar energy system.  We will not initiate any further correspondence with...

Ms. [redacted], but will gladly respond to any further questions or concerns she may have.Mahalo,[redacted]Chief Operating OfficerRevoluSun LLC

We respectfully disagree with Mr. [redacted]'s version of events.  In response to Mr. [redacted]'s initial notification of a roof leak concern (more than 2 1/2 years after the PV installation), we investigated and could not find evidence that the leak was related to our workmanship.In an attempt to...

clarify the matter further, we engaged an independent licensed roofer with decades of experience in leak investigation to evaluate the roof and issue an objective report.  The roofing inspector's reportprovided photographic proof that the leak arose from pervasive and specific causes unrelated to the PV installation and provided repair recommendations.  Instead of following the recommendations in the report, Mr. [redacted] hired another roofer who apparently concluded that the source of the leak was two cracked roofing tiles near the PV system and damaged underlayment beneath those two tiles that someone had patched with duct tape.  There is no evidence that any of the penetrations in the roof we made to install the PV system are compromised or causing leaks.Even if the two cracked tiles contributed to the leak (which does not appear to be accurate), we do not believe the tiles in question or the damaged underlayment beneath them (and the unprofessional repair of that damage) were related to the PV installation, because the type of damage and the method of repair are completely inconsistent with our installation practices.  Nonetheless, in an effort to resolve the matter, we offered on February 5 to pay for Mr. [redacted]'s roofing invoice if he would agree not to seek additional funds from us for roof repair work (because we are concerned that Mr. [redacted]'s roofer may not have fixed the actual cause of the leaks).  Mr. [redacted] did not directly respond to that offer.  We also offered to help repair water damage inside his home.  To be fair to Mr. [redacted], communications with him have been challenging because of the nature of his work out of state.  If he had been here in Hawaii, we would likely have been able to resolve this matter to both of our satisfaction a long time ago.For the sake of bringing this matter to a close, we are willing to pay the c[redacted] of Mr. [redacted]'s roofing invoice of $994.75 (which we received) and drywall repair invoice of $2100.00 (upon verification and receipt of that invoice).  In exchange,we request (1) a release from Mr. [redacted] related to this incident so he does not seek additional funds if it later turns out that the repairs he directed were ineffective and (2) his agreement to reimburse us for the c[redacted] of the repairs if he later receivesreimbursement for the same repairs from his homeowner's insurance policy.  We will send a proposed settlement agreement with the above terms by email to Mr. [redacted] no later than tomorrow, April 15, 2016.Mahalo.Colin Y[redacted]Chief Operating Officer