Rio Restaurant

Hello:My name is [redacted] , CEO and license holder for Streamline Solar Power Systems LLC in Arizona I personally run our operations in the State of Oregon and help with technical training in Arizona and other locations.After reviewing the project with our general manager in our Phoenix office, I feel like Ms [redacted] has every right to be frustrated with her experience with Streamline Solar From what I was told, at some point during the process the homeowner’s phone number had been changed within our construction software The project manager relayed to me that he left two messages with the homeowner in order to schedule installation in late June In his mind, the homeowner did not return phone calls and he now believes he had left messages with the wrong person He has been reprimanded for not contacting the solar leasing company (SunPower) for further information Quite honestly, he did not take the extra steps needed to fulfill his duties.Although he denies saying so, I have also reprimanded the salesperson who led Ms [redacted] to believe that the system could be completed within days At the time of sale, April 20th, our backlog was nearly days, down from days in March It has currently climbed back to days I can’t imagine why he would mention a two month install turnaround (To clarify, when we mention lease timelines to customers, that is from contract countersignature from the lease company to what we consider city clearance That is the only time frame we can control during a lease arrangement and in this instance, we finished at days.)After Ms [redacted] contacted us, I feel the installation timeline moved very rapidly for a typical installationThe morning of July 8, she contacted our office for an update She was understandably upset with the lack of communication and inconvenience we had caused Our general manager, Tim Graber, took over the project He pulled a crew from another ongoing project and started the customer’s installation the morning of July The installation was completed the afternoon of July 13th and, after one inspection failure, we received final clearance from the City of Buckeye on July 16th [redacted] was able to expedite the commissioning to July 31st and the system was operational at that time Streamline Solar completed a final walk-through and installed the remote consumption and production monitoring system on August 3rd.I truly regret the experience Ms [redacted] had with our company As a contractor and a consumer, I have to admit that we bungled the communication on this project and I would be as frustrated as Ms [redacted] I do feel from install date to [redacted] commissioning, Ms [redacted] has been kept informed of the next steps in the process and at this time, Streamline Solar has completed their contractual portion to SunPower Corporation for the installation of their equipment at the [redacted] residence The system is performing above the guaranteed rate of production, which is awesome for everyone involved.For her inconvenience, we have sent a check to Ms [redacted] equaling the amount of her first two solar lease payments, which should amount to a tremendous amount of “free” power She should receive it this week As a SunPower Elite Dealer, we are responsible for the O&M for the system while we remain a SunPower partner and hope that although the beginning of the project had it’s share of bumps, the remaining years will be smooth sailing.Sincerley [redacted] CEO - Streamline Solar

Hello:My name is [redacted], CEO and license holder for Streamline Solar Power Systems LLC in Arizona.  I personally run our operations in the State of Oregon and help with technical training in Arizona and other locations.After reviewing the project with our general manager in our...

Phoenix office, I feel like Ms. [redacted] has every right to be frustrated with her experience with Streamline Solar.  From what I was told, at some point during the process the homeowner’s phone number had been changed within our construction software.  The project manager relayed to me that he left two messages with the homeowner in order to schedule installation in late June.  In his mind, the homeowner did not return phone calls and he now believes he had left messages with the wrong person.  He has been reprimanded for not contacting the solar leasing company (SunPower) for further information.  Quite honestly, he did not take the extra steps needed to fulfill his duties.Although he denies saying so, I have also reprimanded the salesperson who led Ms. [redacted] to believe that the system could be completed within 60 days.  At the time of sale, April 20th, our backlog was nearly 90 days, down from 120 days in March.  It has currently climbed back to 120 days.  I can’t imagine why he would mention a two month install turnaround.  (To clarify, when we mention lease timelines to customers, that is from contract countersignature from the lease company to what we consider city clearance.  That is the only time frame we can control during a lease arrangement and in this instance, we finished at 87 days.)After Ms. [redacted] contacted us, I feel the installation timeline moved very rapidly for a typical installation. The morning of July 8, she contacted our office for an update.  She was understandably upset with the lack of communication and inconvenience we had caused.  Our general manager, Tim Graber, took over the project.  He pulled a crew from another ongoing project and started the customer’s installation the morning of July 9.  The installation was completed the afternoon of July 13th and, after one inspection failure, we received final clearance from the City of Buckeye on July 16th.  [redacted] was able to expedite the commissioning to July 31st and the system was operational at that time.  Streamline Solar completed a final walk-through and installed the remote consumption and production monitoring system on August 3rd.I truly regret the experience Ms. [redacted] had with our company.  As a contractor and a consumer, I have to admit that we bungled the communication on this project and I would be as frustrated as Ms. [redacted].  I do feel from install date to [redacted] commissioning, Ms. [redacted] has been kept informed of the next steps in the process and at this time, Streamline Solar has completed their contractual portion to SunPower Corporation for the installation of their equipment at the [redacted] residence.  The system is performing above the guaranteed rate of production, which is awesome for everyone involved.For her inconvenience, we have sent a check to Ms. [redacted] equaling the amount of her first two solar lease payments, which should amount to a tremendous amount of “free” power.  She should receive it this week.  As a SunPower Elite Dealer, we are responsible for the O&M for the system while we remain a SunPower partner and hope that although the beginning of the project had it’s share of bumps, the remaining 20 years will be smooth sailing.Sincerley[redacted]CEO - Streamline Solar

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]