Smart Energy Hawaii

Though it may appear that the only time an appointment was made was once a complaint was logged, that is not the case If our inter-office communicationis needed, I will forward it on I do recall on the 9th of August finding out the part did not correct the situation as our HVAC tech went on the 8th and relayedthe news that night The request for an appointment, I believe, came the next day, the 10th, via phone as the customer felt the owner would say no And though the electrician apologized for the a/c being on, he did think he turned it off and he said the gate was open It's hardto say what occurred but I'm glad the dogs were safe Yes I'm sure there will be a resolution What it will be is not my decision It was never the case that it would not be resolved As mentioned, we are doingour best to work with the customer

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 Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because:Smart Energy is denying the fact there were in fact two leaks after installation of their system and despite repeated attempts from us - there were ZERO return phone calls from there project manager for repair of the second leak or the damage that resulted from both leaks The leaks and resulting damage had been documented by their own staff in photos gathered by their own employees Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I informed you in 2015 about the incorrect electrical installation, which was done by your company. If it is not up to code (see the remark about the PV) it is because of the way your contractors installed it in the first place. Yes, I expressed frustration, but I also apologized for my frustration at the time. The technicians did come promptly, but the amount of time it has taken to correct the situation just drags on and on and on. This year the technicians left gates open and the airconditioner running hot air for 8 hours while I was at work through their negligence. It took three months to correct last year, and one month and counting this year, with no end in sight. I tried to make an appointment to see [redacted] Thompson starting on August 8, and he did not try to do anything until I filed a complaint with the BBB. Sincerely, [redacted] ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI have an appointment to speak with the owner of the business on Friday, August I do not consider this situation resolved
Sincerely,
*** ***

I called *** *** yesterday, March and explained what occurred and will be calling back onceI have it confirmed that our crew can go out, possibly Friday, March Unfortunately, the personacting in our stead that *** spoke with did not communicate clearly to myself as the Director of
Administrations what was being or needed to be done I have taken over this particular function about - weeksago and have gotten all materials turned over to me and some of the particulars Also, it is true that Smart Energy has been dissolved Our company is now *** *** *** ***,doing business as Solar Cool ***One of the main principals of Smart Energy is the owner ofSolar Cool and we are still servicing our customers of Smart Energy *** Our office number is the same - ***.Respectfully submitted,Edwina S*Director of Administrations

I just(UL) answered her email with the time when *** can meet I don't recall what occurred at the beginning of the install as the project manager then has moved onHowever I do know about the August and July one Yes, she said she did have an electrician come and check out
the wiring as it sparked We did not know about that, that I am aware of until recently In 2015, I had techs go out The project manager then was very busy but did go out and when he was not able to correct it, gave her his portable a/c while waiting for the part to come inThe part comes from the Mainland and it did take longAs soon as it arrived, I did send a tech out to fix it and he did get it up and running.This time was a different complaint then the lastA tech was sent out right away and thought there was something with the wiring as well I sent a C-to check it out and he did not see anything wrong with it He also told me there is PV wiring in there tooWe then sent an associate HVAC specialist and he diagnosed, with the manual, what was supposed to be the breakdownUnfortunately we have to order it from the Mainland and the company had taken some time in getting back to me but once that was established, it was shipped 2-day air and the HVAC tech went out to replace it I understand her frustration She has told me both times about her dogs being hot and this time her window A/C was broken as well I also understand what she has said about the product While we too have discontinued using the ComfortStar for slow service, we have installed many others, at least 30, before discontinuing carrying that line I have had other situations with this product which have since been handled, terminatedly I am sorry that hers may be a lemon However, I do want to say that in 2015, due to our inefficieint phone system, *** came to our office and yelled at me thinking I was avoiding her calls Which I was not and I had a part-time co-worker there to explain as well She did yell on the phone this year too, more out of her frustration And there was a mishap when the C-went to her house I acknowledge and note her logging a complaint with Revdex.com but I do feel we have done our best to service her

Aloha~   Yes this did occur.  I think a miscommunication occurred however.  On the 1st of October, I called again and spoke with Mr. [redacted].  He told me of the upset they had as ourcompany did not show back up, nor call, and kept them waiting.  Also in this...

conversation, I did ask if he wanted us to someone and he replied that it wasn't necessary.I then told our project manager what occurred.     We will get someone out to check the electricity and what we also want to offer is a discount for the annual maintenance.Mahalo,Edwina S[redacted]Director of Administrations

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.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I informed you in 2015 about the incorrect electrical installation, which was done by your company. If it is not up to code (see the remark about the PV) it is because of the way your contractors installed it in the first place. Yes, I expressed frustration, but I also apologized for my frustration at the time. The technicians did come promptly, but the amount of time it has taken to correct the situation just drags on and on and on. This year the technicians left gates open and the airconditioner running hot air for 8 hours while I was at work through their negligence. It took three months to correct last year, and one month and counting this year, with no end in sight. I tried to make an appointment to see [redacted] Thompson starting on August 8, and he did not try to do anything until I filed a complaint with the Revdex.com. 
Sincerely,
[redacted]

Though it may appear that the only time an appointment was made was once a complaint was logged, that is not the case.  If our inter-office communicationis needed, I will forward it on.  I do recall on the 9th of August finding out the part did not correct the situation as our HVAC tech went on the 8th and relayedthe news that night.   The request for an appointment, I believe, came the next day, the 10th,  via phone as the customer felt the owner would say no.  And though the electrician apologized for the a/c being on, he did think he turned it off and he said the gate was open.  It's hardto say what occurred but I'm glad the dogs were safe.  Yes I'm sure there will be a resolution.  What it will be is not my decision.  It was never the case that it would not be resolved.  As mentioned, we are doingour best to work with the customer.

Our chief administrative officer spoke with Mrs. [redacted].  Ray is scheduled to go back there tomorrow morning and put a flashing on that we couldn't do because of the rain and to help out from what [redacted] mentioned, put screws in some loose boards in the attic so no one trips.  This...

was not because of our installation, it was just a help flow.We understand the upset from not responding in a timely fashion.  However, there are incorrect statements within the complaint.  These have been gone over with Mrs. [redacted], like never forwarding the call to Spencer.  He was informed about the calls but he is hardly in the office to received phone calls.  There is no need to go more into it, but suffice it to say, that it has been discussed and it has been worked out that a flashing is going to be put on to prevent a leak, which was the fear, as there was no leak.

Complaint: [redacted]
I am rejecting this response because:Smart Energy is denying the fact there were in fact two leaks after installation of their system and despite repeated attempts from us - there were ZERO return phone calls from there project manager for repair of the second leak or the damage that resulted from both leaks.  The leaks and resulting damage had been documented by their own staff in photos gathered by their own employees.  
Sincerely,
[redacted]

They all met and are resolving the issue.