S C School of Dog Grooming

Complaint: [redacted]
I am rejecting this response because: The customer reps at Trinity told me to call their partners to place the blame on them, on why my solar system was not working for the period of July 9 thru 26, 2017. I first called [redacted], and they agreed it was Trinity Solar's responsibility to monitor my solar system, as stated in my contract with [redacted]. They told me it was up to Trinity, not [redacted], to monitor my system. Trinity then suggested that I call [redacted], which is the company that supplies the monitoring  hardware and software for Trinity, to put the blame on [redacted] for not reporting to Trinity, that my system was not working. [redacted] told me that it is up to Trinity to monitor their customers solar systems. [redacted] said that they supply Trinity with the software and hardware, but it is up to Trinity to establish an alarm system to let Trinity know if my system is not working. [redacted] also told me that Trinity contacts [redacted] for troubleshooting situations, NOT to keep track of systems that are not working. Also, when Trinity finally sent out a service rep to get my system up and running again, he said Trinity definitely should have been alerted the same day when the system was down, and would of known on their end, that something was wrong.So, unless [redacted] and [redacted] are lying to me, or their customer service reps our giving me false information, they both said the blame is on Trinity to monitor the system. However, I talked to several different customer service reps for both [redacted] and [redacted], and I doubt that all of them would give me false information. Either way,  Trinity is my MAIN CONTRACTOR, and therefore is responsible for any problems with their product. Also, in my contract with Trinity, it says that they will monitor my system for the next 5 years,  for any problems with the system working.I'm really annoyed that I had a brand new product, that I had to pay  for myself , with my 1st monthly payment to my loan to [redacted]. I want to be financially compensated for the lost KW money I would have earned from the sun. Trinity needs to be responsible, and not put the blame on their partners and subcontractors.     
Regards,
[redacted]

The check was put in the mail on Tuesday, 7/19/16. It is check# [redacted], and the customer should expect to receive it any day now.

Complaint: [redacted]
I am rejecting this response because:This email did not address my complaint against their salesman Paulson A[redacted] Mr..A[redacted] was very dishonest in his dealings with my wife and myself. His false claims that we would be paying $20.00 monthly to PSEG was the reason that we signed with Trinity Solar.  He is a dishonest person whose lies just to get a sales commission is deplorable. 
Regards,
[redacted]

January 8, 2016Service RepresentativeRevdex.com RE: Complaint ID #: [redacted]Our office is in receipt of the above-referenced complaint filed by [redacted]. Trinity Solar has a robust Direct Sales team which canvasses areas door-to-door. All of our Direct Sales representatives are...

licensed with any necessary paperwork filed in a given area, and all are fully vetted and trained by Trinity. Because solar energy is such a complicated and often misunderstood topic, it is important to boil down the facts to easily digestible tidbits while on the front porch and addressing a homeowner. The pitch that has been designed is not intended to mislead or misrepresent in any way—we are trying to find a simple way to help a homeowner understand solar when we are knocking on their door out of the blue. We regret that [redacted] felt deceived—and we are especially sorry if a representative from our company delivered any statement incorrectly. We have taken steps to elevate this incident to the executive level of management and are retraining the specific representative that addressed [redacted] as well as instituting retraining efforts for our entire sales team to avoid issues like this in the future.Trinity has been in business in New Jersey for 22 years and we have seen close to 30,000 homeowners over the years. We pride ourselves on our highly trained and professional sales staff and take complaints like this very seriously as we do not want to tarnish our reputation in the state or with the Revdex.com. As a proposed remedy for [redacted], we would like to offer [redacted] a $100 gift card. We would love for [redacted] to have one of our other sales representatives out to his home to discuss solar with him in depth so he can have all of the facts and a custom proposal for his home. We understand if [redacted] is not amenable to that suggestion, but we would at least like to essentially buy him dinner via this gift card to help correct this situation. Please feel free to contact our office with any additional questions and please confirm in writing that this response is sufficient to close the Revdex.com’s investigation of this Complaint.

April 5, 2016Ms. [redacted]Service RepresentativeRevdex.com RE: Complaint ID #: [redacted]Dear Ms[redacted]Our office is in receipt of the above-referenced complaint filed by [redacted] We received the permission to operate notice from the utility company on March 29,...

2016. Trinity Solar takes care of all aspects of the solar installation—from sale to design to engineering, as well as all applications, installation, and inspections. After an installation is complete, we coordinate the final inspections with the township or permitting authority having jurisdiction. During the installation, our crew made an adjustment to the electrical connection of our system, so we did need to send an update to our permit and wait for that update to be approved by the township prior to setting inspections. Upon passing inspections ([redacted] inspections passed on 1/25/16), we need to wait for the certificate of approval to be generated by the township and sent to us. We received that certificate on February 1, 2016. As soon as we have that in hand, we can submit final applications to the utility company—we must file with them and receive their approval before a system can be turned on. We submitted our final utility application on February 2, 2016. The utility company can take, on average, four to six weeks to receive, review, and approve a final application and grant permission to operate.The customer’s system is now up and running and our customer care team was in communication with [redacted] on March 29, 2016.Please feel free to contact our office with any additional questions and please confirm in writing that this response is sufficient to close the Revdex.com’s investigation of this Complaint.

April 15, 2016Service RepresentativeRevdex.com RE: Complaint ID #: [redacted]Dear Our office is in receipt of the above-referenced complaint filed by [redacted]. This complaint is a bit surprising to us as this seems to be the first recorded contact [redacted] has had with...

Trinity regarding this issue. We do not show any previous calls into the office alerting us to a potential issue with this client.Now that we have been made aware of the issue, we have checked the system production, and our system is generating energy as anticipated. In fact, the system produced 25% more than anticipated in [redacted]h.The [redacted] signed an agreement for a 4.16kW solar electric system ([redacted] signature is on the initial agreement, but [redacted] was added via an amendment a few days later which both [redacted] and [redacted] signed). That system is estimated to produce 5,281 kilowatt hours (kwh’s) of electricity each year. According to the electric bill provided by [redacted] at the time of sale, he uses roughly 20,000+ kwh’s of electricity each year. The system is designed to produce roughly 25% of [redacted] annual electric usage at the time of sale. That being said, the stated increase in the billing amount seems highly unusual. We would be happy to reach out to [redacted] and review his bills with him to see if we can uncover some sort of billing error or other explanation for the drastic increase in monthly billing totals from [redacted]. We can even send a technician to the home—free of charge to [redacted]—to see if we can find any other issues that might result in increased utility usage.In conclusion, the installed system is operating according to the contract that was signed. We welcome the opportunity to sit down with [redacted] to review the details of any concerns he might have. Please feel free to contact our office with any additional questions and please confirm in writing that this response is sufficient to close the Revdex.com’s investigation of this Complaint.

September 29, 2015Service RepresentativeRevdex.com RE: Complaint ID #: [redacted]Our office is in receipt of the above-referenced complaint filed by [redacted] and [redacted] signed a solar agreement with Trinity Solar on July 24, 2015. Our office received communication from...

the [redacted] on or around August 7, 2015 regarding their desire to cancel. Our office has processed the cancellation request through the sales and accounting teams, and has issued a refund check to the [redacted]. The check (#[redacted]) was cut on September 28, 2015 and is being sent back to the customer via the postal service. We apologize for the processing delay and any frustration caused to the customer. We regret not being able to enter a longer-term relationship with the [redacted].Please feel free to contact our office with any additional questions and please confirm in writing that this response is sufficient to close the Revdex.com’s investigation of this Complaint.

April 15, 2016Service RepresentativeRevdex.com RE: Complaint ID #: [redacted]Our office is in receipt of the above-referenced complaint filed by [redacted]. Trinity Solar has a robust Direct Sales team which canvasses areas door-to-door. All of our Direct Sales representatives are...

licensed with any necessary paperwork filed in a given area, and all are fully vetted and trained by Trinity. [redacted] would have met with our Direct Sales representatives twice during this process—once to sign a Letter of Intent, which essentially just indicated that he was interested in finding out more about solar and giving Trinity the green light to gather more information so we could design a custom proposal for him. Preliminary information would have been gathered at that stage, and a credit check would have been passed. The representative would have taken that information back to the office for a proposal to be drawn up. The representative would have returned over a week later to review the proposal with the homeowner. At this point, the customer would have likely reviewed all of the documentation on the iPad screen and been asked to sign. [redacted] did not just sign one document—we have a total of eight signatures and two spots initialed by [redacted]. The contract document is highly branded as [redacted] and is clearly indicated as a contract on the signature page.We regret that there was, in fact, a glitch with the equipment if [redacted] didn’t initially receive everything via email—an error that was rectified when the sales representative resent the documentation for review. However, in addition to having signed the branded contract documents, [redacted] completed a verification call with [redacted] and verbally agreed that he reviewed and understood the documents, that he was entering into an agreement, and provided ACH payment information. As soon as [redacted] expressed dissatisfaction with the sales representative, Trinity respected Mr. [redacted]’ wishes and cancelled the agreement (and we also suggested that [redacted] cancel directly with [redacted] as that is with whom the agreement was signed). We regret that [redacted] felt deceived or unprepared for the agreement, and we’d be happy to connect him with a sales manager who can go over everything in great detail to make him comfortable with solar. [redacted] has also made attempts to contact the customer directly to rectify. Trinity has been in business in New Jersey for 22 years and we have seen over 30,000 homeowners over the years. We pride ourselves on our highly trained and professional sales staff and take complaints like this very seriously as we do not want to tarnish our reputation in the state or with the Revdex.com. Please feel free to contact our office with any additional questions and please confirm in writing that this response is sufficient to close the Revdex.com’s investigation of this Complaint.

October 19, 2016[redacted]Service RepresentativeRevdex.comRE: Complaint ID #: [redacted]
We are in receipt of the above-referenced complaint filed by [redacted] We do have record of multiple contacts between Trinity and the customer as well...

as Trinity and the Solar System Owner, [redacted] sent the customer a form to sign regarding the removal and reinstallation, and since [redacted] has now received this back from the customer, Trinity Solar can proceed with the removal and subsequent reinstallation of the equipment. The work is scheduled to commence on Monday, October 24, 2016. We have been in touch with the customer to go over this resolution.Please feel free to contact our office with any additional questions and please confirm in writing that this response is sufficient to close the Revdex.com’s investigation of this Complaint.

July 12, 2016Ms[redacted]
[redacted]Revdex.com RE: Complaint ID #: [redacted]
Dear Ms. [redacted]We are in receipt of the above-referenced complaint filed by [redacted] Unfortunately, [redacted] is having an issue related to a manufacturer warranty on...

equipment that Trinity Solar installed in 2007. Because this is a manufacturer warranty claim, this is not a valid complaint against Trinity Solar as **, the manufacturer of the equipment, is not within our control and all warranty claims must be pursued through [redacted] In respect to [redacted] statement that he was told the inverter was on-order, that is absolutely true and we were under the impression that we would be receiving replacement equipment with which we could fulfill the manufacturer’s warranty. However, Trinity never received that order. As an interim solution, our legal team has drafted a letter, which was sent out to [redacted] via [redacted] today, July 8, 2016, explaining that [redacted] has the option to purchase replacement equipment. Should Trinity be able to secure replacement equipment to fulfill the warranty at a later date, we will reimburse [redacted] for the money he spent to purchase the replacement equipment. Trinity Solar is also offering to provide to [redacted] upon request reasonable assistance with respect to his pursuit of a warranty claim against GE by providing available substantiating documentation. We look forward to assisting [redacted] in returning his system to full operation, but must do so in accordance with manufacturer warranty claim processes or via a normal service charge route for non-warrantied inverter replacements. Please feel free to contact our office with any additional questions and please confirm in writing that this response is sufficient to close the Revdex.com’s investigation of this Complaint.

December 22, 2016Service RepresentativeRevdex.comRE: Complaint ID #: [redacted]Dear We are in receipt of the above-referenced complaint filed by [redacted] signed his contract on June 29, 2016 with Trinity Solar sales representative, Ed P[redacted] Trinity Solar filed all of the...

local permit, utility company and state rebate applications as well as the paperwork for the financing [redacted] was using for his solar purchase. Before the applications could be started, we had to arrange for an on-site visit for a technician to measure the home and gather all of the necessary site data for the layout and engineering documents required to obtain approvals. This process takes time, and it is not unusual for it to take about sixty days in the [redacted] region in which [redacted] is located. The installation commenced on August 31, 2016 and was finished mid-September. After the installation, Trinity files the close-out paperwork with all of the aforementioned agencies, a process which also takes time. Final Permission to Operation was granted by the utility company on November 28, 2016, which is well within the average timeframe to accomplish all of the close-outs. Unfortunately, Ed P[redacted] the sales representative who initiated the relationship with [redacted], resigned from Trinity at the end of November, which would explain why those calls were not being returned. The Trinity Solar family members pride ourselves on our customer service and providing a top tier customer experience as we help people go solar. We have consistently been a top-rate business by the Revdex.com and our business is founded on customer referrals, so we take our customer service very seriously. We handle everything for the customer from start to finish and do our best to communicate throughout the process. In an effort to satisfy [redacted] and resolve this complaint, Direct of Sales, Phil K[redacted] from our corporate office is reaching out to [redacted] to discuss this situation and work out some compensation for the amount of time it took to get from contract signing to the system being up and running. Phil has left a message for [redacted], but has yet to hear back from him. We look forward to connecting so we can ensure the customer is satisfied. Please feel free to contact our office with any additional questions and please confirm in writing that this response is sufficient to close the Revdex.com’s investigation of this Complaint.

December 22, 2016Service RepresentativeRevdex.comRE: Complaint ID #: [redacted]We are in receipt of the above-referenced complaint filed by [redacted] We are working with this customer to complete the necessary service work. A ground fault was registered on the...

system on November 11, 2016. Trinity deployed a service crew within three business days. Since that call, Trinity has been coordinating efforts with [redacted], the System Owner as the Power Purchase Agreement (PPA) provider to [redacted], and [redacted], the manufacturer of the equipment. We have made visits to the home in an attempt to repair. On December 13, 2016, we sent out our service team with a replacement inverter received from the manufacturer. However, while they were there, in communication with [redacted] support, it was determined that it was a string issue. They found and fixed the string and the inverter appeared to start up and become fully operational. When the solar modules were being reinstalled, the technicians found that one of the panels was shattered around the edge and deemed it need replacing.Since December 13, 2016, the system appeared to be producing on the [redacted] monitoring portal. However, the physical inverter still seems to be displaying a fault. The local Trinity office is in the process of scheduling another service call to inspect and repair the inverter issue as well as replace the damaged module.Trinity Solar will continue to work diligently with the manufacturer to reach a resolution. Our business is founded and sustained upon customer referrals, so we take customer service very seriously. Our corporate Director of Sales, Phil K[redacted] will be reaching out to the customer to discuss compensation for the lost production from the time the system was granted Permission to Operate by the utility company through the final resolution of this production issue. Please feel free to contact our office with any additional questions and please confirm in writing that this response is sufficient to close the Revdex.com’s investigation of this Complaint.

Complaint: [redacted]
I am rejecting this response because:What a Joke, Your Reach out called "once" I missed the call and returned that call 3 times and all I have got is his Voice Mail. He has never returned my calls. Just what I expected!!! You came out and took the same pictures of the Meters and new work done 3 times saying you didn't have the Pictures. It took  the salesman to come and take the Pictures before you said you had the correct Pictures. You needed the Permit, No Called and told me you where coming out for the permit. No one called and told me you failed to get the permit. Again it took me calling the salesman to complain before something happened. Then you had the wrong Meter another delay!!! Once the Meter was finally changed the system was not working. I called [redacted] and they told me 5 business before you would contact me. well eight  business days passed without contact. I contacted [redacted] again and they resent the Letter for service and sent me an email of the Original email set to you for service. You claimed to never have received that email. after four my days I once again called the salesman who came out and saw they system was not working. He called a Tech and got the system running while on the phone. Trinity has dropped the ball  so many times they system should have been up and running a long time ago. You have failed to call be back to resolve the issue, after I have called you back. [redacted] is not the issue here Trinity and there AWFUL customer service is the issue. You have failed on almost everything you have done! People choose a different company! If your think about SOLAR!! 
Regards,
[redacted]

September 23, 2016[redacted]Service RepresentativeRevdex.comRE: Complaint ID #: [redacted]We are in receipt of the above-referenced complaint filed by Michael B[redacted]. Upon receiving this complaint, we immediately started investigating this issue. Trinity Solar has an...

organization-wide referral program for all of our customers that starts at $500 per referral provided. We fulfill these referral payments, as is evidenced by [redacted] having received the five checks in the amounts of $500 each from Trinity Solar. Trinity actually recently instituted an improved referral program where the first three referrals result in $500 each to the referrer, the next three referrals result in $750 each to the referrer, and anyone who refers seven or more new customers to Trinity will receive $1,000 per referral. As [redacted] correctly points out that he referred five people, his last two checks should have actually been for $750 each. We are rectifying that and getting him the additional $500 owed to him now to get him on the proper referral tier.Regarding the separate referral agreement made with Tom A[redacted]’s sales representative, Trinity was not made privy to this agreement at all, so unfortunately, there was no way we could have fulfilled that expectation. Mr. A[redacted] is no longer with the company. Our director of sales, Ken E[redacted], has been in touch with [redacted] to discuss this and get more information about the agreement. We are awaiting some feedback from [redacted] in terms of something he might have in writing between [redacted] and Mr. A[redacted], and we are working with [redacted] to better understand this agreement. It is Trinity’s intention to fulfill whatever terms of the agreement Mr. A[redacted] made, despite Mr. A[redacted] no longer being with the company. Trinity’s discussions so far with [redacted] have been very amicable, and we expect to resolve this complaint expediently.We look forward to continuing to work with [redacted] and any other friends or family he wishes to refer to Trinity. Please feel free to contact our office with any additional questions and please confirm in writing that this response is sufficient to close the Revdex.com’s investigation of this Complaint.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.   We have received our refund today. I want to thank you for your help and sorry I had to go this way but with your help everything is now resolved
Regards,
[redacted]

November 9, 2017To Whom It May Concern:We are in receipt of the above-referenced complaint filed by [redacted]. The installation for this customer commenced on June 16, 2017 after the contract was signed on May 16, 2017. Trinity Solar was delayed in getting back to the site immediately...

thereafter due to an industry-wide shortage in module supply as a result of a recent petition filed by [redacted] requesting a tariff be instituted on imported modules. Although many of our scheduled module shipments were delayed as a result of this industry news, as one of the largest solar installers in the nation, Trinity was able to secure a panel supply from alternate sources. However, it took some time to coordinate the additional shipments. Trinity Solar was aware of the potential for shipping delays, but we wanted to make sure our customers were still progressing towards their solar installations.  Once the shipments were received, we began the process of reaching out to our customers to schedule for our installation crews to return for installation of the solar panels.  We understand that the delay was frustrating for our customers, as it was for us.  While there are many account entries recording various calls both made and received through the months of May, June, August and recently on October 27 between [redacted] and her company [redacted], there is a lag in the communication during the delayed installation.  We had little control over when the panels would be available to us, so with lack of information to offer, perhaps [redacted] felt neglected, and for that we apologize.  The installation was completed on August 26, 2017.Upon completion of the installation, updated drawings were made to accommodate the panel change that was made in response to the shortage.  We are required by law to submit these changes to the township for their approval, which was done on September 7, 2017.  There was a lapse in communication through the month of September as well, as we were waiting for the approval to take our next step.  On October 27th, we followed up with the township and they requested an additional change to the final plan draft, which was provided to them on October 30.  The final township approval was received yesterday, November 8, and we are now in the process of coordinating the final township inspections.  As soon as we pass the inspections, we will file the final paperwork with the utility company. Once the utility grants permission to operate, the system will be turned on.  Despite the delays in getting the system turned on, we are nearing the finish line and have confidence that the long term solar savings coming soon will help relieve any frustrations experienced in the process.  A senior company representative will be reaching out to the customer shortly to assist her with any questions she has during the final phase of her solar process.Please feel free to contact our office with any additional questions and please confirm in writing that this response is sufficient to close the Revdex.com’s investigation of this Complaint.

Complaint: [redacted]
I am rejecting this response because:
Until the necessary repairs are completed and system is installed and operating properly I can not state this matter is or will be resolved.  Communication with the company has transpired, but follow up communication is still lacking.  I was supposed to receive a follow up call regarding the status of the inspections but am still waiting response 5 days later.  Repair persons were supposed to show up at 9:00 am on selected day, today (11/30), but arrived 30 mins late without communication regarding the arrival delay.  Repairs are tentatively scheduled for 12/3.
Regards,
[redacted]

July 18, 2016Ms. [redacted]Service RepresentativeRevdex.com RE: Complaint ID #[redacted]Dear [redacted]We are in receipt of the above-referenced complaint filed by [redacted]. Since the submission of the complaint, this installation has been granted Permission to Operate by...

[redacted] so the customer should now be satisfied with a fully operational solar electric system producing electric savings for years to come.That being said, due to the timeframe for the customer to receive Permission to Operate, Trinity Solar will be sending [redacted] a check in the disputed amount of $236.64 to reimburse [redacted] for her most recent payment that was made either right before or around the time her system received Permission to Operate. Please feel free to contact our office with any additional questions and please confirm in writing that this response is sufficient to close the Revdex.com’s investigation of this Complaint.

January 6, 2016Service RepresentativeRevdex.com RE: Complaint ID #: [redacted]Our office is in receipt of the above-referenced complaint filed by [redacted].  As per the customer’s desired settlement, we have refunded the deposit in the amount of five hundred dollars ($500.00) to...

the customer. A check was processed on January 5, 2016. The deposit was refunded in its entirety, despite the fact that Trinity incurred engineering and permitting costs while under contract with the customer. We regret that the permit timeframe was longer than expected in this customer’s area, and we are sorry to have lost a customer due to application processes outside of our control. We also have no records of phone calls to the office, and our trained staff would not call a customer a liar—but we apologize this issue wasn’t resolved earlier. Please feel free to contact our office with any additional questions and please confirm in writing that this response is sufficient to close the Revdex.com’s investigation of this Complaint.

We are in receipt of the above-referenced complaint filed by [redacted].  A Trinity Solar Consultant approached the home of [redacted] to share some information about solar and foster interest in learning more about solar options Trinity has to offer.  Trinity Solar offers what is...

marketed in the solar energy industry as “free solar.”  This is a leasing program that utilizes a third-party finance partner which purchases the solar system and has Trinity Solar install that system free of cost to the homeowner.  Without solar, customers are paying for their electricity.  With solar, that does not change, except that whatever electricity is produced by the solar panelsthe customer purchases at a reduced rate.  While this purchase is in a separate bill from the utility company, the amount of energy that would otherwise be purchased from the standard utility is reduced by the amount produced by the solar panels. Therefore, there are no additional costs to the customer when they sign a solar lease contract, and since the installation of the system is entirely free, it is called the “free solar” option.  If there was any misunderstanding that took place during the presentation of this solar program, we sincerely apologize.  Trinity Solar strives to provide a professional experience with clear and accurate information regarding solar and the programs we offer.Please feel free to contact our office with any additional questions and please confirm in writing that this response is sufficient to close the Revdex.com’s investigation of this Complaint.