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Rise & Dine Cafe

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Rise & Dine Cafe Reviews (3)

Complaint:
I am rejecting this response because our system is still not operational nor has *** taken any responsibility for they role they have played in their lack of timely customer service We have to wait almost a week in between services to end in the same result of non operational Requiring that I contact via phone only is not acceptable to me when my emails typically have ocurred during the work week I don't expect hours response, but I do expect business hours More importantly, As a business owner, you should not limited correspondence to just phone They should be monitoring email everyday during working hours Additionally, I do expect compensation for the time the system is not operating because of faulty product Which has been the case to date It is one thing when the system is not in a faulted state and I am producing power Additionally, my contract does not say I will not produce any power
*** ***

I assure you that D[redacted], myself and Quantum Construction value our high rating with the Revdex.com.  I have been asked to respond to the complaint filed with the Revdex.com by R[redacted], the complaint was submitted on 12/21/2015 and was assigned an ID of 11007252.   I am the person...

who has been in charge of his installation and dealing with his dissatisfaction.  We are general contractors.   One of our specialties is solar installation.  We installed a 3660W DC 12 panel photovoltaic module system consisting of 12 panels and 3 inverters mounted on the rooftop of Mr. H[redacted]’s home on Bristol Road in Ventura at the end of September 2015.  Our installers are very competent and have over 300 installations under their care.  Unfortunately Mr. H[redacted]’s home is the first home for us to ever have a penetration cause a leak.  Additionally his roof underlayment is of poor quality and leaked in one other spot as well.  Mr. H[redacted] admitted he had a leak prior to our installation but I believe our activity on the roof may have aggravated this situation further.  As such, we fixed the leaky penetration.  We also repaired the roof and drywall on the ceiling of Mr. H[redacted]’s bedroom where the leak occurred.  We paint and texture the ceiling of the bedroom where the water had caused discoloration and a tiny whole in the drywall.  His wife asked us to paint the whole room and we complied.  She seemed very pleased with the job and outcome of the fix of the ceiling and painting.  Arguably the room looks better now than before the leak occurred.  Mr. H[redacted]’s physical installation of his system was done rather quickly within the first three weeks of our first involvement and signing his contract.  I believe Mr. H[redacted]’s impatience and dissatisfaction was due to time delays while securing our final inspection from the City of Ventura, Net Metering Application and finally the PTO (Permission to Operate) from the public utility, Southern California Edison.  Both the city and the utility approvals have been completed.  Net Metering Applications are done as a courtesy for our clients.  Our contract requires payment for installation upon completion of installing all materials and prior to city approval and public utility permission to operate.  This is substantiated because all materials are in the possession of the client and the system is installed and operational when we complete installation.   Our customers have the ability to enjoy production immediately if they desire.  City and Utility approvals require more time and can be delayed for reasons unforeseen.Upon completion of the installation we require final payment.  Mr. H[redacted] refused final payment and demanded his approvals, Net Metering from the public utility and evidence of his system working before he pays the final balance due.  Mr. H[redacted]’s system cost total is $12,476.52 which includes material costs in excess of $6,623.00, plus permits fees, plan fees and labor costs.   $4,875.72 is still owing and outstanding for his materials and installation.  We pride ourselves on our work and attention to customers needs.  It is unfortunate Mr. H[redacted] feels differently.  He is at times very difficult to reach as he goes out of town with his government work making communication difficult creating scheduling issues.  Currently, Mr. H[redacted] reported one of his inverters was not working.  We promptly replaced this inverter last weekend.  We now need Mr. H[redacted]’s help in connecting his monitoring device to the internet so we may achieve his final request and prove all 3 inverters and 12 panels are in proper working order. I hope this sheds light on this piece of business.  We only want Mr. H[redacted] to be satisfied with his system and work performed.  We also pride ourselves on being the least expensive with top quality materials, installation and safety.  On a final note, when Mr. H[redacted] sat with me August 21st with his initial requests to purchased his system.  He asked for a discount for himself and another customer.  We complied with his request and gave both of them discounts from our already low pricing.  Additionally, I believe Mr. H[redacted] and his friends confused us with another company.  After installation, Mr. H[redacted]’s friend told me about the other company and that they had intended to call to get quotes for their systems.   I had not heard of this other company called Quantum Solar Design.  Note, we both have Quantum in our names.  I had not heard of this company until they that moment.  At this point, I am sure Mr. H[redacted] and our company wishes we would have saved ourselves some grief.  I continue to service his needs in a professional manner.  We are still awaiting final payment.C[redacted]

We have traded emails with [redacted] and [redacted] since March 17th.  They choose to send emails which are not picked up and read until the next day rather than make a phone call to my cell phone which rarely leaves my side.  I understand their desire to have their needs met immediately, and...

communication between us has not been the most efficient.  The processing of the investigative service calls and information gathered along with many phone calls must be made to determine a course of action once we have been able to get to and see the system and what might have caused a failure by the inverters.  Additionally,  scheduling to advance a time convenient for [redacted] and [redacted] to allow access to their home.  We have responded to each and every email.  We have repeatedly come out and serviced the system.    I have copied the last few emails which explain the most of the issues.Sent Today May 12, 2016 This email confirms that when we inspected your system on May 6th we discovered and confirmed that your system has been having irregularity and failure due to power surges.  We confirmed on a previous inspection a couple of weeks earlier that the power surges had blown a fuse in the disconnect sending your system into fault mode.  Your system is a grid tied system and will turn itself off in the event it does not read 240 volts of power to the inverters.  This is a required built in safety feature of your inverters.  We responded with bypassing the fuse as it was not necessary or required. It simply acted as extra precaution and this seemed to fix the problems and all of the inverters were up and running again.  On the 6th upon arrival we discovered your circuit breaker was tripped.  We can only assume this breaker to trip because of yet another surge in your power supply.  We reset the breaker and upon reset, discovered that two of the three inverters were in fault mode.  This time we believe the power surges may have set off the internal fuse resident inside the inverters.  Having only one inverter with us, we replace one of the inverters with a new inverter and made an appointment to see you either Thursday the 12th today  tomorrow the 13th.  We left with your system working on two of the three inverters.  I received your new inverter via fed-ex this afternoon.  I am making arrangements with our installers to come to your home and replace the one remaining faulted inverter and the circuit breakers for your system.  I am trying to schedule this for tomorrow after 5:00.  I will let you know as soon as I have confirmation.  Please indicate if this is still a good time. Sent April 27th Hi [redacted] and [redacted],I am sorry but I am called out of town to assist a dear friend of mine's family... He has passed on from esophageal cancer yesterday.  I will contact you in the next few days to reschedule next week... Thank you for your understanding.[redacted]'s Response: April 27[redacted],I am sorry to hear about the loss, but that should not cost me.  Please make arrangements for your partner or someone else to come.  For this is costing me money everyday that the equipment is down.  Also, [redacted] is going back to work next week and I will have to take time off of work.  If you are not going to show up this week, then we expect compensation. In response to this email, I scheduled our installers to go to [redacted] and [redacted]'s home on Saturday April 30th at 1:00 pm as I was not able to make it personally.   While I was at the funeral services of my departed friend, unfortunately the installers were hung up on another job and unable to make the appointment.  [redacted] and [redacted] did not receive a phone call from myself or our installers.  This is quite un-acceptable and not normal practice.  The unusual circumstances of a funeral and the unexpected delay on an other job, created a fault in our service.  I regret I was not available to know this occurrence.  We have put systems in place to not let this happen again without a phone call to [redacted] or [redacted].  Sent April 24th. [redacted] & [redacted],Please forgive me for not responding quicker.  You can always call me for a faster response.  My cell number is below and if I do not answer, you will get a call back no later than the next day as I am on a job daily and return calls as I have time.  I get literally 100 emails a day and do not always have time to respond to each and every email the same day.  I prefer phone calls for issues like these.  Not only do a phone call let me know of a problem, but it also give me instant recognition of a persons needs.   Personal and old fashion.   Humanizes most situations and lets me give you the service you deserve.Additionally, before I can respond effectively, I must do research on the system and the issues.  Research consists of calling and or emailing your issue with the inverter manufacturer and or the electrician who last visited your home.   When I was able to connect with them on your issue, a course of action was been discussed. As such, the inverter manufacturers have been aware of your issue since last week.   Everyone has a busy schedule but rest assured you are not forgotten.  You have a fine system and the production levels are very good.  Unfortunately there have been a few bumps in the performance that is not necessarily attributed to our equipment.  Power surge and fuse last time.  After checking your system online today, the indication is your router is not on and or connected to the internet.  Hard for me to make a continued remote assessment if your router is offline.  I am awaiting a new inverter to arrive just in case when we go onto your roof and  we need to replace an inverter, we will have one in hand.  This saves both of us time and trouble if an inverter is not performing correctly.  I scheduled to visit your house on 8:00am Thursday of this week.  Please let me know if this works for you and your roof is available.  The last time I checked your inverters, I saw a fault on the inverter labeled Cheetah.  This is strange as we just were there and checked the connections.   More than likely a MC4 connector ( type of connector from panel to inverter cable) that is not making good contact is the reason you saw one of the legs on the inverter grey in the week prior.  This happens once in a great while but is not uncommon.  But the fault on the inverter is another situation.  This could be from a bad breaker.  Our last service call to your home, resulted in us finding a blown fuse in the disconnect that had done it’s job during a power outage in your area.   Fuses are subject to blow if there are power surges.  Fuses are not necessary and are actually a additional safety feature that can be more of a nuisance than a benefit for solar systems.   We removed them the last time we were there.  If a breaker is malfunctioning, the inverter would react similarly and register a fault mode.  As in the past, we will respond and make sure your system works properly.  Please let me know if Thursday is a good day. In Conclusion,We want [redacted] and [redacted] to be happy and successful in their electrical production from their 12 panels and three inverters.  We are committed to keep responding to all of their concerns.  We apologize if it is not as timely as they would like.  If we can receive phone calls and answered phone messages or even text messages we may be able to communicate more effectively. In a situation where a customer is very concerned about down time with their system, We always advise them to call us.  We can not respond to emails the same day.  We are also subject to our schedules for installations and service.  [redacted] and [redacted]'s system is top priority for us to get completely working again.  Although the system failures appear to be caused by something outside of the installed system.  Again we have discovered a blown fuse and a tripped breaker that may have caused the inverter fuse to be blown.  We as a company have not experienced either of these issues with any of our other installations to date.  We will replace another inverter, and see if it remedies the situation.  We are not able to rightfully compensate any client for their time or electricity.  We can not guarantee any specific amount of electrical production because of the many variables, i.e.: ( Sun Hours, module orientation, module efficiency, inverter efficiencies, outside of system occurrences/ no A/C ) involved with intermittent solar energy.  We will however continue to return all phone calls and emails and continue to make sure that the system they purchased is working.Thank You [redacted]

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Address: 12769 Chillicothe Rd, Chesterland, Ohio, United States, 44026-3111

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