Solplicity

Solplicity was a wonderful company to work with We were constantly updated as to where we were in the process and what needed to be done They were friendly and helpful in all aspects We are really excited to now have solar and work with such a wonderful company to obtain it!!!

Working with Solplicity was a pleasure The customer service reps and the on-site employees were very pleasant, professional and knowledgeable They kept me well informed at all stages of the project The equipment looks and works great I would highly recommend this company

Very happy with this company. They have been very helpful through the whole process.

My husband and I had a great experience with Solplicity. The professionalism of the salespeople and customer service team is terrific. Our minds were set at ease, and every milestone through installation was exactly as they said it was going to be. I would recommend Solplicity to anyone interested in installing solar panels on their home. Not to mention our energy bills are half of what they used to be.

Solplicity was a wonderful company to work with. We were constantly updated as to where we were in the process and what needed to be done. They were friendly and helpful in all aspects. We are really excited to now have solar and work with such a wonderful company to obtain it!!!

Working with Solplicity was a pleasure. The customer service reps and the on-site employees were very pleasant, professional and knowledgeable. They kept me well informed at all stages of the project. The equipment looks and works great. I would highly recommend this company.

Solplicity Solar is a business that cannot show up to even start the project install of a Solar system.So far we have been contacted a number of time with start dates that only turn out be be false.

We have been waiting for the system install for months now, to only hear time after time they will not be able to show up again.

We are starting to think this company has filed for the rebate money and may never show up!

If we are having this much trouble to have Soplicity show up and start the projects, what will their customer service be? if we ever have a system installed! At this point We will assume not good!

At the rate Solplicity is moving we strongly doubt we would have a solar system we would be happy with, let a lone save money on electrical bills.

So much for your word! For Solplicity their word is nothing. Look for solar power with a provider that will honor their obligations when they say they will.

Review: The reason I am sending this now is that I thought I had sent this on June 14 but I never received a response from Revdex.com acknowledging your receipt, so I am sending this again.On March 6, M[redacted] Santos (Star Energy Partners Solar) and another woman (sales trainee) presented the sales pitch for solar panels on her tablet, with no paper trail for me to physically look at and read. I mistakenly trusted her because of her friendliness and empathy (I had just had my car burglarized and was going through a lot trying to handle fraudulent transactions, etc. (my iPhone with passwords to my accounts was among what was stolen). The panels were installed on April 15th and the whole system is still not completely up and running due to city inspection failures, and intermittent work schedules. On May 22, I was told by my roofer (I had a leak) that the roof should be replaced (47 years old except for one repair 23 years ago) before the panel work is completed. I called Star Energy and they said the work should be completed first, then have the panels removed and roof replaced later. At this time, I discovered that the electric company no longer had any rebate money (which I had been counting on) and the $5,000 check I was told to expect next April at tax time was only available if I owed the government that much money (a tax credit). M[redacted] reconfirmed to me on June 2 that I would get a paper check for around $5,000 (30% of the cost of the solar panels minus what I owed in taxes). This was stated to me at least twice and was a major premise for my decision to purchase. On June 5, I spoke to M[redacted] and D[redacted] (from the HERO program) and he said he would "crunch some numbers" and get back to me. As of today (June 14), I have not heard anything.Addedendum: 6/24/15 - On June 16, I received an email from S[redacted], VP Sales & Installation. He wants to meet with me and we have set the time for 10 a.m on June 26.Desired Settlement: I want the panels and electric and solar meters removed and everything put back the way it was before the work commenced, including repair of the stucco, siding, and roof. I want my contract and all legal attachments to my house by Star Energy Partners Solar and the HERO Program made null and void.

Business

Response:

**- As stated by the Business. My compliance department made me aware of a complaint received by a customer that interacted with one of our Star Energy Solar representatives. We take customer complaints very seriously and immediately brought in our Quality Assurance team to investigate. We became aware of the Customer’s Revdex.com Complaint on 7/22 at which point we not only reached out to her to seek a better understanding of what took place, but also reviewed the situation with our internal team to see what had been done so far. When our quality assurance specialist, J[redacted], called to speak with the Customer, she explained that she was busy at an appointment and not able to speak at length. She then handed the phone over to her daughter who explained at a high-level how concerned she was that we would be taking advantage of an elderly person. As the Customer was otherwise occupied, J[redacted] apologized profusely for her experience and they disengaged. Shortly thereafter, J[redacted] learned that Shawn Young, our Sales Manager, had already been working closely with the Customer’s in an attempt to resolve the matter and had a more thorough understanding of the customer’s concerns and what caused the breakdown. Shawn indicated that our sales rep attempted to place the Customer in one of our more complex Solar products with the full intent of helping her be in a position where she could receive considerable savings and take advantage of the tax incentives. However, our rep unfortunately failed to fully understand the client’s current tax position and as a result the customer ended up not seeing the savings she expected to. We do not believe this is the result of ill-intent but rather a matter of training. In speaking with the sales rep’s manager we are confident that this rep has been trained on this topic and we should not see future incidents. In addition, based on Shawn’s follow-up communication with the customer, we believe that the Customer gained more of an understanding of the issue and it is our hope that she understands that this was not bad intent and that her feedback has helped us be in the position to provide better service in the future. In any case, as a result of this complaint and due to our rep error, we have agreed to take the panels off her roof and handle the repairs at no cost to the client. We received confirmation on 7/28 that this has taken place. At this point, it is our position that the Customer has a full understanding of why this happened, what’s being done to prevent moving forward and what has been done to make her whole. J[redacted] attempted to call the Customer on 7/28 to ensure this understanding but was unable to reach her. No VM was left. Please let me know if you have any questions. Also, I’ve included J[redacted], our QA specialist on this email, as he has a thorough understanding of our actions on this complaint and can assist if needed further. K. M. | Director, Solar

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10686333, and find that this resolution is satisfactory to me.

Regards,

N[redacted]