Smart Energy Today Inc.®

We originally spoke with *** in October and have offered several solutions to his complaints without coming to an agreeable resolution.Upon further investigation, and the customers admission, it is actually his tile roof that allows moisture into the atticThat tile roof, NOT the
Sol-blanket, is the actual SOURCE of the moisture Sol blanket is a perforated product to allow airflow and evaporation, BUT unfortunately the amount of moisture being allowed into the customers attic is out of the ranges of anything we’ve ever installed.I’m attaching a screenshot from an email from *** to our company which states:“With the type of roof I have, an interlocking concrete tile roof with no water barrier, there are just 1xboards going horizontally across the peaks of the raters that the tiles hook ontoIn a hard rain or windy rain, moister will creep over the top of the tiles and drip down into my attic spaceThe moisture in my attic space is a reality, not a hypothetical ideaI explained that to the salesman and he obviously didn’t understand or careAll of the inspections that have looked at the sol blanket product so far, have all agreed, that your blanket is dangerous to use with our type of roofThere is nothing wrong with my roof, it is just the type of concrete tile roof that was designed for my house.”As the customer states there is NOTHING wrong with the product, but it does not work with his type of roof.As a company, we agree that sol-blanket should ideally be installed into attics where the roofing materials used are water tight, and do not allow water to “creep over the top and drip into the attic space” Sol-blanket, and all other insulation materials, prefer dry spaces, free of excess moisture. The months *** was complaining of moisture were November - February which were the stormiest and rainiest all yearDuring those excessively wet months the moisture levels rose as rain water was leaking into *** attic.We wish sol-blanket could help with that, but in this case it could notIf the attic were waterproofed the sol-blanket would perform as expected and as promised. After much deliberation we have agreed to give the customer a full refund despite our efforts to resolve the issue, even knowing our product is not the cause of his moisture.We have already issued the refund at the time of writing thisAt the end of the day we strive to make our customers happy, and we sincerely hope this is a satisfactory conclusion for the customer

Please close this complaint as resolved since they agreed to release the funds due meI am waiting for the inspection to be approved to finish the solar project

SET has responded directly to the customerWe are currently waiting a response to cover all the possible options to move forwardThe customer is correct, at the time of the scheduled install, it was not safe for our crew to be on the steep roof due to the current weatherWe also discovered some
pre-existing roofing issues that needed to be repaired first before a solar system could be installed with a fully warranty in placeThank you

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

I want to first apologize to Mr. [redacted] and admit that I was wrong. All our Salesforce records and the inspection showed no problems with his system.  He allowed us to come out and inspect the system one more time with the intention of proving to him that the system was functioning.  We sent our very best electrician to work with Mr. [redacted].  Our electrician reported back to us that Mr. [redacted] was right and there was indeed still a wiring issue. We installed and ECU monitoring system complimentary, so Mr. [redacted] and our home office can always see his systems production.  Mr. [redacted] allowed us to FULLY correct his wiring (which should have been done right the first time) and now Mr. [redacted]' system is working perfectly.  Again, I want to personally apologize to Mr. [redacted]' for how long it took us to figure out he was right all along.  This is me eating my hat Mr. [redacted] :)  I'm glad in the end we were able to get everything sorted out and Mr. [redacted] informed me he is a happy customer again.  Thank you for second chances Mr. [redacted].

There is a past due balance on Mr. [redacted]' account of over $12,000. Our internal collections department has been calling to collect the rest of Mr. [redacted] contracted amount. Normally we hold off on setting up the NET metering until the system is paid in full or financed. Mr [redacted] elected to...

finance, but is now not returning our calls to finalize his finance document.  IN good faith we installed and turned on his system.  He has a fully functional 34 panel system on his roof producing power. That is why our company has called repeatedly.
The claims that the system is not functional are sadly not true. The PV solar system in question was installed and did not succeed it's first inspection... that much is true. This can and does happen from time to time.  Every county can be a little different and policies are updated all the time. That's why we have inspections in the first place. The system wiring was fixed (a simple wiring change) and the inspector was called out to reinspect within 3 days.  The first inspection failed on the 11th and then it passed it's second inspection on the 14th.  The inspection permit is public record and can be found online on the Washington State Department of Labor and Industries website under Permit Number [redacted].  It was inspected by Bryan F[redacted] who has a sterling reputation and he signed the permit, the second time, as INSPECTED and APPROVED.
The NET Metering with Puget Sound Energy was turned on 2 days after the PASSED INSPECTION on 6/16/16.  Melissa D[redacted] the Program Implementer at PSE has confirmed this and we have documentation.  According to the State of Washington, Puget Sound Energy and our expert install crew Mr. [redacted] received a perfectly functional PV Solar System that passed inspection and is providing power. Because the system has been verified by a third party authority to work properly we will not be providing a full refund and paying another company to remove the system from Mr. [redacted] roof.
It's unfortunate to have come to this point.  We really want to do everything to make Mr. and Mrs [redacted] happy.  Unfortunately, we are expecting Mr. and Mrs. [redacted] to uphold their end of the contract since we upheld our end. We resolved the only known problem (wiring issue) within 2 days and the system is working perfectly.  If there is some other issue that we, PSE or the inspectors are not aware of... please let us know.

Hello [redacted],I really want to get to the bottom of this. It looks like it's been over a year since the solar attic fan was installed, so I would really like to send someone out to check to make sure it's functioning properly. A lot can happen on your roof over 5 seasons and perhaps there is an easy...

solution to get the product functioning at peak efficiency. I want to offer to send someone out to check it, before we do anything else. We only sell products with great warranties so if it's a manufacturing issue we can get it sorted out that way.  At the end of the day, we want you to get what you paid for.  Please respond to this and let me know if you would allow us on your roof and in your attic again for an inspection.As far as the tax deduction is concerned there is an explanation.  Every state is different as far as what incentives they offer, AND those incentives run out or get exhausted. Federal tax incentives work differently than state deductions/credits. There are often even credits and incentives on the local power company level we can look into. Unfortunately, I'm in customer service, and I'm not an expert on the federal/state/municipal incentives but I can put you in touch with our Solar Director who knows all of that information and they will even send you the proper forms.As a disclaimer, this paragraph is not tax advice, nor can I give you tax advice as I'm not qualified to do so, but I can tell you we will do everything possible to get you any/every return available. If you would like to call in and discuss the federal incentives/federal tax forms I can have Tim give you a call at your earliest convenience.

This has been resolved and the customer has been reimbursed. Thank you.

Complaint: [redacted]I am rejecting this response because:The original electrician with crew remained at my home trying to locate a bug in the system which they called a continuity problem until it was unsafe to work on the roof due to nightfall thursday night. I was informed that a senior electrician would be out the next day, friday or monday to resolve the issue. No one called or showed up at my home until I called to complain after the initial inspection failure by PSE. The companies senior electrician showed the following day after my complaint and informed me that the wiring diagram was incorrect. He rewired the system to resolve the inspection failure. He took my email address and said he would email the correct wiring diagram. He also said that he he could not go up on the roof to resolve the continuity problem because he was alone and it required at least two personnel. He told me that his company constructed the wires in house that connect the panels and that he believed one was bad which was causing what he and the other electrician referred to as a continuity problem. He said his team was busy and at the latest would be out at the end of the week to fix the problem. I was contacted by their finance department for final payment and loan document verification. I sent an email to the finance department requesting the loan documents be resent and that the continuity problem be addressed. I was not sent a new wiring diagram. Loan documents were not sent again after my email request. No one has shown going on eight weeks now to address the continuity problem after a third request. The PSE inspection was conducted a second time and it did pass. It is functional but that does not mean all solar panels are functioning properly as both electricians have referred to a continuity failure and no one has shown to locate and install the company made wiring piece. I will not pay until the system is fully functional and after eight weeks, three requests, two verbal and one email, the problem has not been addressed. With lack of customer support I do not want the system now. I will return all associated equipment but do not want Smart Energy Today personnel on my roof. Sincerely,

We spoke directly with the customer and resolved the concerns mentioned. We are moving forward with a solar install within the next 14 days. Thank you,