Smart Energy Solar, Inc

Initial Business Response /* (1000, 11, 2015/07/09) */
To Whom It May Concern,
We have been very accommodating to this customerWe installed additional panels at no charge , granted $to replace carpet that was damaged in the master bedroom and compensate for *** billWe also
credited customer for a bedroom fan for $The system is producing what was sold and signed for on the contractThere is no promise of a zero bill on the contract nor do we ever promise a zero bill from *** If the customer uses more than what is used on the contract agreement, they may accumulate a yearly billCustomer's system was installed within the day install timeNo questions have been ignored and customer's issues have already all been resolved prior to the date of the post on Revdex.com

Good afternoon,We have been in contact with Mr*** through the process since he signed his contract on 2/12/ I felt it was important to take the time to give you the time line I'm sure you will see that Smart Energy did not hold up Mr*** project, overall the project went
smooth Contract signed 2/12/17Entered in our system 2/13/17Customer changed the agreement on 2/14/and new agreement was uploadedEngineering completed a layout on 2/15/17Scheduled site eval on 2/20/after agreement was changedOrdered the plan set on 2/22/17Plans received on 2/23/and printed for QCWe spoke to the customer on 2/23/to confirm installation for Friday 2/24/17We had to delay the installation due to not receiving in the correct brackets for his roof type, customer said it was fine since it was supposed to rain anywaysSpoke to customer on 2/27/to confirm installation for 2/28/17Customer claimed that installers damaged a portion of his roof 2/28/17; sent file to manager to reviewWe sent installers out to fix area of roof 2/29/17File returned to engineering, installers had to change the city issued plans designs at install, therefore we had to resubmitt revisions to the city3/1/17Project Coordinator spoke with Mrs*** and discussed that there are still a few things that need to be done, quiet cool fan and MSP upgrade 3/1/17Project coordinator checked with utility on spot check for MSP Upgrade, utility states they haven't sent anyone out, we re ordered the spot check as a rush 3/2/17Utility responded that an RMA is suited for this project instead of MPU, plans requested to be revised with engineering 3/3/17Spoke to customer explained that we needed the RMA form to be signed so we can proceed 3/8/17; still pending, contacted customer again 3/14/for form to be signed RMA installed on 3/14/ RMA invoice received on 3/24/17Installed Quiet cool fan on 3/22/17Printed placards and labels for inspection 4/4/17 Passed final inspection 4/5/17Received final job card 4/and applied for PTOCustomer called for status update on 4/21/- PTO staff unavailable and receptionist took messagePTO department realized that Utility wasn't releasing PTO until the RMA was paid, sent inquiry to accounting 4/22/17Accounting responds stating the check was mailed on 4/21/17PTO called utility to inform them check has been mailed, Utility informs us that once the check is processed they will issue PTOMr*** calls in on 5/extremely upset that the project was taking too long Receptionist explained the entire detail but he was still upset and stated he's contacting the channel news to report usI received notice from Revdex.com today of the complaint 5/3PTO was received today from utility and commissioning (turning on the system is scheduled for tomorrow 5/4/17).PTO Coordinator contacted Sunrun that the system is scheduled tomorrow to be commissioned.Please feel free to contact me if you have any further questions.Sincerely,*** ***Operations Manager***@smartenergyusa.com

We are in the process of getting this squared away.We are to start the one time a
month cleaning process on my 21-panel solar system effective March 1, 2017 and
ending November 1, 2017. We also agreed that the 40% solar
production...

that was not produced over an eight-month period to write a check
for the amount of $500.00.We should be emailing this information to Mrs. [redacted] by today.

Initial Business Response /* (1000, 9, 2016/01/19) */
Customer definitely did have an amp fuse and it was replace and inverter was restarted as of 11/20/16. This was reported to us by the customer on 11/13/15. We did follow up and confirm in December that the utility bill was back to normal...

after the repair. Customer did inquire with myself [redacted] on the 11/30/16 if there was a possibility to order more panels and if a monitoring system was available for purchase. I did let Mr. [redacted] know that I would need to send this to our engineering department and it would be a couple of weeks to know if we can add a panel and would look into the monitoring system for purchase. I followed up on 12/18/15 and Spoke with Mrs. [redacted] and let her know we were able to locate a panel for their system and we will be able to add it to her existing solar system. Let her know we would not be able to install until the new year. A message was left for the customer on the first week on January that the panel had been ordered and would follow up as soon as it arrived in our warehouse. The panel arrived on 1/15/16. Customer was contacted today to let them know panel had arrived and we are scheduling a time to go and install and are researching a monitoring system for the customer to add per his request. We are researching prices for the customer. That will be determined on an install date once customer has the price and decides if still interested in adding to their system.


Best Regards,
[redacted]

She is currently schedule for Jan 24 for cleaning.

Good Morning;Roof damage is not on SES.Homeowner refuses to supply notes when his house was fumigated with termites.Homeowner and/or homeowner’s brother has went on the roof to tarp it and broke ti**s – then lied about it later.Homeowner was negligent in getting his own roof repaired causing more damage.Homeowner claims he was advised by other solar companies that SES should be the one attempting to get his roof re-doneHomeowner was advised in June 2016 that he has a termite issue and never did anything about it.  Later he fumigated.SES is still waiting for the homeowner’s full year of bills that we have requested.  He has yet to provide.  Attached are the only two bills we received. There are 75 pages of notes and communication on this customer; including Smart Energy’s roofer that helped close the ho** for a temporary fix.  Mr. [redacted], if you can p**ase call SCE to try and get your bills for the past 2 years. We need the actual  bills to determine what your system is produccing and to verify usage. Thank you. You can email them to [redacted]

Good Morning Mr.  **,My name is [redacted], I work in  the Customer Relations Dept for Smart Energy Solar. I’m so sorry to hear your frustrations with your system, and would defiantly like to make things right. I would like to point out that our technician's have...

been on site and repaired your roof 3 times.The last visit technician removed your panels and rails to ensure all penetrations were sealed properly. When they removed rails, and tiles they discovered that directly above where leak inside house is located there was extensive termite damage to roof plywood, as well as roof rafters and facia board. Techs then spoke with your brother and informed him of their findings. Your brother did state all “house in that block have termites and it’s not a big deal” Therefore your roof damage is not solar related but in fact termite damage.Engineering department is reviewing your production- I will be in contact with you and make sure this gets resolve.  In the meantime, please send me your bills at [redacted] so we can review them and see how much we can reimburse you. Thank you [redacted]

Below is information for one of the open complaints for [redacted]. Tablet was mailed out Dec 2016,

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.

[redacted] Offered Panel cleaning plus pick up some his utility bills.

Initial Business Response /* (1000, 10, 2015/09/14) */
This is not our company. We do not do telemarketing or outbound calls to sell our company.

Hi Jessica,I’ve provided a 360 view of my roof via photos which will show where damages to ti**s have occurred. These photos were taken after their tech brought down a broken ti** thinking it was the reason for the **akage which was not the case. (See photo)  All these broken and cracked ti**s are directly where all the solar panels have been instal**d. The results of this have created extensive damage outside my roof and inside my dining room due to the wet weather we have been getting the past two years. Because of the damage ti**s, water was ab** to find it way into the house dining room. Prior to this, there was no **akage or any roof prob**ms and my family have been living as the first owners of this house since July 2003. Also termites do not eat through ceramic ti**s. SES technicians’ negligence from poor drilling to missteps around the roof resulted in long term damage because ti**s were not replaced as promised and deliberately ignore by trying to bond them together. My family has been trying to contact SES on numerous occasions via calls and emails. As you can see in their attachment emails, the poor communication response and inconsistency. I’ve included links to show SES reviews from other customer’s testimonials and complaints. It shows the dishonest and lack of communication being present on their side. We already provided SES with the year-end bills for 2015 and 2016 and a summary of total energy consume versus what was generated by the solar panels. The difference from what was stated and written in the contract to the actual amount generate is ridiculously off. I understand weather and other circumstances play a ro** with energy being generated but technicians have come to my property to diagnose and try to troub**shoot the issue on multip** occasions for the past two years and still no results. See attachment.  Prior to installation and signing the contract, we provided SES copies of our 2014 bills to confirm the capacity the house needed to maintain our e**ctricity usage to avoid paying any bills to Edison and even assure we might get credits. P**ase note I was unaware of how or what re**vant periods was until the end of December 2015 which required a ca**ndar year payment. The iconic thing is my family current e**ctricity usage has been lower than our prior 2-3 years.I wanted SES to remove the solar panel to get an assessment and quote of the damage to the roof and dining room; however, SES tried multip** times to trick and deceived me by having me sign a re**ase of liability **tter in favor of SES. I didn’t sign and SES refused to remove the solar panels and brackets. This is the last time we had contact. Even with all the headaches and the past 2 years, there are the only three request my family wish for and hope it gets done with due diligence and in a timely manner. Imagine if it is your only home where your kids and babies s**ep and play.  1.     1.   I simply want the solar panels to generate what was promised and the equipment to be present at our house as stated in the contract. (We paid for a third inverter.)2.     2. A reimbursement check for the amount I had to pay Edison for the “excessive usage”. (We actually used **ss in the past two years prior to going solar)3.      3. Last but not **ss, repair our roof and dining room to its normal state before the **akage. https://www.yelp.com/biz/smart-energy-solar-corona-3https://www.facebo...⇄