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Solaroo Energy, LLC

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Reviews Solaroo Energy, LLC

Solaroo Energy, LLC Reviews (15)

To whom it may concern: We have issued [redacted] 's warranty and answered his questionsLet me know if I can provide any other proof of resolutionThank you,Hannah S [redacted] Project Manager at Solaroo Energy

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] The business has re-submitted and corrected the warranty issue and I was finally able to receive a call from them to explain the situation and ensure that the resolution is satisfactory Sincerely, [redacted] ***

Here is a response from our Head of Roofing, Jake A [redacted] :To whom it may concern:Here is a response from Jake A [redacted] , head of our Roofing department: [redacted] did not purchase rain gutters from Solaroo RoofingWe have offered to provide a quote on rain gutters and he has declinedWe let him know before his roof purchase that rain gutters are not included, and would be an additional costWe have also agreed to remove his rain gutters at no chargeWe have repeatedly verified that Ondrej's workmanship warranty has been securedWe are happy to give him a quote to install rain gutters if he will agree to pay for this serviceIf he has any additional questions, he may reach out via email or phoneThank you,Hannah S [redacted] Project Manager

Complaint: [redacted] I am rejecting this response because:Solaroo Roofing creating informationSales person did not mention anything about the rain gutters So the crew should have not move them, touch them, re-align them My gutters were just fine before the roof installation Now they did not work properly and Mr A [redacted] has been trying to avoid the responsibility for his crew's actions! No one ever talked to me or offered to removed the gutters for free! That is just another lie Why would I even want the gutters to be removed? It is great that Solaroo Roofing "secured" the warranty as they say but I have not received any prove of this warranty for my sake! If anything goes wrong with the roof and I will need the repair due to workmanship I will need written statement since it was promised to me at the signing of the contract by sales person and final inspection by Rick If the sales person would told me they do not provide workmanship warranty I would not signed the contract But he did and said it would be delivered to me within weeks of installation Where is it then ! Sincerely, [redacted]

To whom it may concern,I am writing in regards to the complaint submitted by our customer *** ***He was dissatisfied with the time frame of his solar system installHe was told weeks & it turned into The resolution of the situation is as follows.We submitted a solar permit to the
city in mid JulyIt didn't get approved until September 16thAt that point we were scheduling weeks out. Original install date was 10/Because of rain and ***'s type of roof (TPO), we had to push the install date back, as his roof is rubber that requires heating to adhere feet to itWe then had complications with our order of the specialty feet for the TPO roofWe were told it would reach us in days, but it took over a week, delaying the completion of the jobWe scheduled an inspection with the city for 11/and received news that it passed on 11/Final paperwork has been submitted to the power company, and we are now waiting for them to set the net meterFrom there we will commission and the system will be up and running.Nick, our customer service manager, has spoken with *** about his complaintsThe customer is satisfied with the progress we have made since the delay, and looking forward to start using his panelsLet me know if you would like me to submit anything else regarding this complaint.Thank you,Hannah

To whom it may concern, I am responding to the complaint submitted by our customer *** ***She was dissatisfied with the timeframe expectations of working with Rocky Mountain Power to get a date scheduled for her service panel upgradeOn the initial date of the sale with ***, we told her
that we might need to do a service panel upgradeUpon reviewing ***'s current service, our master electrician determined that we would indeed have to upgrade the service panelHer existing one was maxed out and couldn’t handle the electrical load from the solar panels we were going to installOn 10/21/16, our scheduling manager called Rocky Mountain Power and submitted a work request to have the temporary disconnect required for the upgradeWe explained this to *** on 10/21/(date of initial install) and she insisted we meet her halfway with the original price ($1,200)Because it took longer to confirm the upgrade than expected, we did our due diligence and only charged $ After telling ***, I sent her a Change Order form on 10/21/acknowledging the extra charge for the upgradeOur typical procedure is to have that document signed before we move forward with RMPOn 11/10/2016, she still hadn’t signed the change order formI reminded her and she signed it that dayWe don’t usually request an upgrade with RMP until we have the necessary documentation signed; however, we still communicated with RMP before we received the change order to move the process along as mentioned aboveIn mid-November, *** called to tell me that Rocky Mountain Power had been trying to communicate with Solaroo to set a dateWe reviewed all our voicemails to ensure we hadn’t missed a call, and we hadn’tBut we called the representative right away anywayThey didn’t answer, so we left a voicemail on 11/17, 11/18, 11/21, to no availFinally our scheduling manager, Mylee, called the main office about the lack of communication with the net metering departmentAnother representative called us on 11/22/to set a date for the service panel upgradeWe scheduled it for 12/12/and completed the job that day.Because of the construction aspect, sometimes delegating dates with other companies can make the process go longer than normalHowever, we were able to get the date set with Rocky Mountain Power and finish the upgrade Let me know if you would like me to submit anything else regarding this complaintNick G***Customer Experience Manager

To the Revdex.com:This is a response to the customer’s second complaint*** was unhappy with the timeline of her solar project and some of the miscommunications along the way.On the day of her install, 10/20/16, it was determined that the ***’ service panel would need an upgrade since her existing
one was maxed outThe original photos of the panel, taken on the first site visit, got lost in translation to the master electricianHe apologized onsite and we submitted a work order to RMP for a power to panel hookup.As described in our response to ***’s first complaint, this set us a back several weeksBy 12/12, we were ready to upgrade the electrical box and complete the installationThat same day, ***’s system had its first inspection with Sandy cityThey failed us on three requirements: that we submit a $bond to the city, adjust the panels’ height, and remove some stairs that were a clearance issue.The customer built a platform to adjust the panel height, which the city approvedThe next inspection happened on 1/14/This failed, since the plans did not match the install (there was a mixup with our designer)We made the necessary corrections and resubmittedThe city reviewer approved them and cleared us for a third inspectionThis time, on 1/17, we failed because the inspector spotted a few incongruencies between the plans and install - these were small changes that could be easily corrected in the paperworkAnother re-inspection fee was paid and the necessary changes made to the plansOn 1/26, the *** passed their fourth and final inspection.One of the customer’s complaints was that the overall time frame (from site survey to install to inspection) was longer than she anticipatedBefore the solar install, we issue a flyer to the customer that gives them a general guideline to the steps of the processThis is to help customers understand how long each stage takes on average, but is in no way intended as a definite timelineMistakes happen on occasion, and some factors are out of our control (such as the time it took to get our work order approved with RMP)For instance, we outsource some of our design workIn this case, unfortunately, there was some miscommunication between the designer and the install crew, resulting in a mismatch between plans and systemFor this we take full responsibility*** came into the office and we made our amends with her in personPlease feel free to contact us if we can provide further resolution on this matter.Best,Nick G***Customer Service Manager

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

To whom it may concern: We have issued [redacted]'s warranty and answered his questions. Let me know if I can provide any other proof of resolution. Thank you,Hannah S[redacted]Project Manager at Solaroo Energy

Here is a response from our Head of Roofing, Jake A[redacted]:To whom it may concern:Here...

is a response from Jake A[redacted], head of our Roofing department:[redacted] did not purchase rain gutters from Solaroo Roofing. We have offered to provide a quote on rain gutters and he has declined. We let him know before his roof purchase that rain gutters are not included, and would be an additional cost. We have also agreed to remove his rain gutters at no charge. We have repeatedly verified that Ondrej's workmanship warranty has been secured. We are happy to give him a quote to install rain gutters if he will agree to pay for this service. If he has any additional questions, he may reach out via email or phone. Thank you,Hannah S[redacted]Project Manager

Complaint: [redacted]
I am rejecting this response because:Solaroo Roofing creating false information.1. Sales person did not mention anything about the rain gutters.  So the crew should have not move them, touch them, re-align them.  My gutters were just fine before the roof installation.  Now they did not work properly and Mr A[redacted] has been trying to avoid the responsibility for his crew's actions! 2. No one ever talked to me or offered to removed the gutters for free!  That is just another lie.  Why would I even want the gutters to be removed?  3.  It is great that Solaroo Roofing "secured" the warranty as they say but I have not received any prove of this warranty for my sake!  If anything goes wrong with the roof and I will need the repair due to workmanship I will need written statement since it was promised to me at the signing of the contract by sales person and final inspection by Rick.  If the sales person would told me they do not provide workmanship warranty I would not signed the contract.  But he did and said it would be delivered to me within 3 weeks of installation.  Where is it then !  
Sincerely,
[redacted]

To whom it may concern: [redacted] signed his solar agreement on January 14, 2017. Once his contract was signed, we scheduled a site survey to get the specs of his house to start building out his permit package. We scheduled his site survey for January 19th, but due to the weather, we weren’t...

able to go back out to his house and complete the site survey until February 2nd. Once we retrieved the data we needed to move forward on the solar system, we started building out the permit package. When our engineer & design team reviewed the data, we found that we couldn’t fit the original panel count [redacted] initially wanted. We saw that with the size of his roof, we could only fit 16 panels. [redacted] was concerned with the offset of the reduced panel count. I worked with [redacted] extensively, trying to get the best possible system with the panel count we could fit. We looked at a high-watt panel (Panasonic 325 watt) which would be at the same offset on his original contract, but with fewer panels. On February 21st, we went through the updated panel count and even quoted the same price as the original contract with the more expensive panel. [redacted] said he would speak with his wife and let us know how they would like to proceed. I attempted to contact them after and wasn’t able to get a hold of them until March 2nd, when they emailed stating they wanted to cancel.After [redacted] and [redacted] told us they wanted to cancel, we tried reaching them to start the cancellation process. Within our contract, we stipulate a 25% cancellation fee from the third day after the contract sign date. However, due to the situation, we first proposed that the [redacted]s only pay what we had paid out of pocket to start the solar project. We had also pulled the first 50% of the funds through the financing, signed by [redacted] and [redacted], which approved us to pull the funds. We then received an email from [redacted] asserting that they shouldn’t have to pay any cancellation fee. After working with [redacted] and seeing his negative reviews on our company through social media, we removed the cancellation fees, with the exception of the UCC filing release fee through Jordan Credit Union. This would remove the lien on their house since we had already pulled funds. Due to the impact negative reviews does on our company, we removed our out-of-pocket fees. We wanted to make it right. After working with Brian, we came to the understanding that he would pay the $120 to remove the lien. This would fully cancel his binding contract originally signed on January 14th.Nick G[redacted]Customer Experience Manager

To whom it may concern,The Office Manager of our roofing division has left Scott a voicemail outlining his warranty information. She also emailed him a screenshot of our Owens Corning portal that shows he is registered for the preferred warranty.We have solved the issue and assured Scott that if he...

has further questions or concerns, he may reach out to us. Please let me know if there is anything else we need to submit in order to have this complaint resolved. Thank you,Hannah S[redacted]Project Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].  The business has re-submitted and corrected the warranty issue and I was finally able to receive a call from them to explain the situation and ensure that the resolution is satisfactory.
Sincerely,
[redacted]

Revdex.com:
The business has completed the solar project which took 7 months. Longer than expected but they did apologize for their mistakes and finished the work. 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]

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Address: 7265 S Revere Pkwy, Centennial, Colorado, United States, 80112-6787

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