Sun Edison Solar-Residential

Our billing department is performing an analysis of this customer's account and will contact him shortly to reconcile any errors in billing

Complaint: ***I am rejecting this response because: it doesnt address the problem at allThe issue was that Sun Edison was correctly taking money from my bank account and cashing checks I'd sent without applying funds to my account balanceThe collections submission was from March, after I'd not only sent a check to bring the account to a paid-in-full status, but also after Sun Edison had used the correctly set up auto-withdrawal from my bank to remove monthly bills in January, February, and MarchFurtherafter reaching out multiple times, it wasn't until I complained to the Revdex.com and had my bank reject funds as fraudulent and stop payment for all ACH transactions to Sun Edison that they finally cared enough to address the issue with meThe service was the worst I've ever experienced and if I could go back and save anyone from this kind of interaction, I would.
That being said, my old withdrawals have reportedly been applied to my balance nowOnly time will tell if Sun Edison actually rectified the aforementioned issue (I mailed a check out today to cover the balance from the time I had my bank remove Sun Edison's approval to take funds from my account)To my knowledge they didn't reimburse me for my bank fees or time, and until I can verify that the funds are being applied correctly now, I don't consider the issue closedeWIll follow up with Revdex.com once I learn for certainThank you.Sincerely,*** ***

This customer has been informed on several occasions that while the gas water heater was installed when the solar system was installed, and installed by the same installer, it is not part of the solar system and not covered by by the SunEdison warranty It may be covered by the manufacturer of the gas water heater The customer should check with the manufacturer of the water heater

Our billing system was undergoing maintenance which delayed the issuing of August statements and invoices The system maintenance took longer than expected but is now nearly completed We will resume billing in September Also, as part of the bankruptcy process, we are
renegotiating all contracts with our service partners These contracts, once completed, must be approved by the bankruptcy court This has delayed our ability to service our customers' systems We apologize for this delay and are working expeditiously to resolve this situation

Complaint: ***I am rejecting this response because:
This is a simple fixIt just needs small caps installedThey have been out twice to look at the systemAll they need to do is brings the caps with them and install themIt will only take minutes to install themThis is still a safety hazard!Sincerely,*** ***

Our billing system has been undergoing maintenance in August This system maintenance took longer than anticipated and our billing system was unavailable for some time In September, our billing operations will return to normal We will then be able to waive this fee for this
customer We apologize for the inconvenience

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find it lacking To start I had to contact them and finally got the invoices required (months worth)
I requested to have a manager call me and to date that has not happened I do see that they have finally changed the mailing address as of *** *** It still remains to be seen if they mail the *** invoice
Sincerely, *** ***

Initial Business Response /* (1000, 6, 2015/05/18) */
Contact Name and Title: *** ***
Contact Phone: XXXXXXXXXX
Contact Email: ***@sunedison.com
SunEdison does not condone the practice of "robo" dialing, nor do we have the capability to do soAll of our outbound telemarketing
is dialed manually by one of our sales representativesThe HomeOwner who experienced this unfortunate practice is not on any of SunEdison's call lists
SunEdison has checked with each of its independent sales partners to see if any sales partner could have contacted this HomeOwner using the SunEdison nameNone have reported attempting to contact this customerSunEdison has used this complaint as an opportunity to reinforce with its sales partners the proper practices for outbound telemarketing to propective customers

We are working to resolve this customer's issue Our Chapter bankruptcy filing has required us to renegotiate our agreements with all of our service partnersWe are required to follow a lengthy process set forth by the bankruptcy court. This has resulted in delays in providing
service calls to our customers We are working diligently to complete this process At this time, we have no estimate of when this will be completed This customer's lease agreement has a performance guarantee clause in itOnce the repair has been made, the customer will be compensated for lost production per the terms of the agreement

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, *** ***

We are trying to arrange a site visit to repair his systemOur service partners required pre-payment from us before they will make a service callWe have two service partners in this areaWe have requested estimates from both so we can get the payment made and the site visit completedNeither service partner is responding to our requestsWe continue to try to reach them and get the invoice we need to pay

Initial Business Response /* (1000, 5, 2015/11/02) */
The original purchaser of the home and this solar system chose not to have the SunEdison monitoring service for the systemConsequently, SunEdison had no way to know the condition of the system when the property was soldThe new homeowner
made us aware that the system was not working properly on September 9thSunEdison assigned this case to one of its partner dealers to investigate and make the repairThat dealer then chose to sever ties with SunEdison before making the repairsA new dealer partner was located and the repairs were made on Oct Another component of the system required repair on Oct 19th and that repair was made on Oct 30thThe system is now operationalShould the new homeowner be interested in having SunEdison proactively monitor the system and guarantee its performance, the homeowner should contact SunEdison customer service at XXX-XXX-XXXX, option

He had a billing disputeHe wanted a copy of his entire payment history for his accountWe have been trying to reach him for over a week to explain and respond to his questions about his billWe have been unable to reach himHe isn’t returning our callsWe continue to try to reach him

Complaint: ***I am rejecting this response because:
SunEdison claims they will (future tense) have the installer contact me to finish the workThey also promised the system would be running in AprilToday's date is *** **I will be unsatisfied, but willing to close the complaint once Sun Edison has lived up to their contract obligations
Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/11/20) */
We have been working with Ms*** for the past three months to ensure she is receiving value from her SunEdison solar systemWe analyzed her electricity usage both pre and post solarHer usage increased post solar in both peak and non-peak
periods beyond what her current system was designed to handleIn short, she is using more electricity than she had been at the time the system was installedSunEdison cannot foresee or predict such increases in a Homeowner's electricity usage patternsAfter factoring in her increased usage, we offered Ms*** a monthly discount on her payments to ensure she was getting a savings post solar, based on equivalent consumptionWe also determined that her system was underperforming due to loose wiringThat has since been addressedHer system is now performing as designed, and she has received a monthly discount on her paymentsShe would also like to expand her system to cover all of her new, higher electricity usageWe offered her a solution which she has declined to pay for
Initial Consumer Rebuttal /* (3000, 11, 2015/12/15) */
On Nov I sent the attached doc to *** *** for review disputing their assertion that our usage has gone upTo date the only reply I received was acknowledging receipt on 11/and that it would be reviewedI have heard nothing since
I will not sign a revised contract until the issue with the panels is resolvedIf the system installed is not equipped to handle our consumption then Solar Edison either needs to fix it/upgrade it at their cost or come and remove the systemThe system installed was based on what they determined would be viable to cover our usageThis month's APS bill was still $That is not reasonable when everyone else I know is paying closer to $30-$in electricity per month in addition to their lease payments
***
Hi ***,
Thank you for reaching outAfter reviewing the document that is attached, I do not see or understand how you determined our usage went upCan you please review it and advise? I appreciate the reduction in the lease payment, that definitely helps but I would like to understand where the usage went up
Thanks much!
***
*** ***
Recruiter, Talent Acquisition
CSAA Insurance Group, a AAA Insurer
WBell Rd.,Glendale, Arizona XXXXX
p: XXX XXX-XXXX c: XXX XXX-XXXX
***@csaa.com
www.linkedin.com/in/***/
Years of Insurance the AAA way
From: HomeSolar Support
Sent: Wednesday, November 18, XXXX X:XX PM
To: ***, ***
Subject: RE: Attn: *** case# XXXXX
Good afternoon Mrs***,
My name is *** and I was assigned your caseYour situation has been reviewed by our cooperate team and
unfortunately, we are not able to add more panelsThe system is producing as designedYour system was designed with your pattern usage before the system was installedWith the high bill analysis that was done your On & Off peak increased
We will like to encourage you to take the $discount upon receiving a lower monthly lease payment, please signed and returned the Addendum that is attached
Regards,
*** ***
Final Business Response /* (4000, 13, 2015/12/17) */
SunEdison customer service analyzed the customer's electricity usage patterns and utility billWe validated that the offer previously provided to reduce the customer's monthly payment would in fact, give the customer the anticipated savingsWe also confirmed that the system is performing as designedWe called the customer's utility to ensure that, based on usage patterns, the customer had the best possible plan from the utilityThe utility confirmed that the rate plan is the optimal one for this customerThe customer has agreed to sign the lease addendum to reduce the monthly payments in order to achieve the savings anticipated

Initial Business Response /* (1000, 5, 2016/01/13) */
SunEdison was first informed of the hot water issue by the Homeowner on December 7, We conducted our remote analysis of system performance and found the solar system to be producing at 102% of expected performanceWe sent an inspector on
December 9, to confirm the remote analysisThe physical inspection of the solar system also showed it to be working properlyHowever, the temperature reading in the primary water heater (not the solar tank) was lowOur inspector rewired the hydrostat on the hot water heater, but this did not resolve the issueWe advised the homeowner to contact a plumber of their choice to address the issue with the hot water tank at our expenseThe plumber found nothing wrongSunEdison then sent another plumber to the home on Jan 8, at our expenseThis plumber determined that a timer on the recirculation pump of the hot water heater not operating properlyThis was repaired and the problem was fixedThis recirculation pump is not part of the solar systemIt is part of the homeowner's primary hot water tankHowever, SunEdison was happy to fix this issue at our expense to ensure the comfort of this homeowner

Our customer service team will reach out to this customer

The Chapter Bankruptcy process has delayed our ability to complete some of our customer installations We apologize for the inconvenience This customer's installation is now ready to move forwardWe have authorized the installer to complete the installation The customer
should be hearing from the installer shortly, if not already

As part of SunEdison's Chapter Bankruptcy reorganization, all contracts with our service partners are being renegotiated Once finalized, they must be approved by the bankruptcy court This is a time consuming process and we are working expeditiously to complete it Once
complete, we will be able to resume assisting our customers with their service issues also, our billing system was down for maintenance, which is why this customer was not able to make a payment It is now operational We have also made attempts to contact this customer to offer compensation for the inconvenience

Complaint: ***I am rejecting this response because:
While I understand that SunEdison is undergoing Chapter bankruptcy proceedings, I do not accept their position that my solar panels, which were fully installed, including the two-way meter (by my local electric supplier), on *** *** ***, are not activated as of *** *** *** (the time of this writing)
Sincerely,*** ***