Sun Edison Solar-Residential

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meIt appears that the billing issue that started the initial problems is also corrected, although I can't be 100% sure until the next statementWill post an update if there are additional problems, otherwise complaint is considered closed.Sincerely, *** ***

A new check has been issued to this customer and SunEdison is covering the bank fees that were chargedWe sincerely apologize for the inconvenience

this customer has requested a refund from his bank who has pulled the funds from our bank The money paid in error has now been refunded

Complaint:***I am rejecting this response because:
SunEdison is not fully acknowledging, responding, and taking ownership of all of my claims on this complaint Unfortunately, they are taking advantage of their current predicament that they put themselves in and using it as a blanket statement as to why they can't do their job The issue that I have for them started before they went into Chapter 11, yet because they failed to do their job in a timely manner, the issue now has been drawn out to over months In their response they also stated that their Chapter has caused them to be unable to get replacement parts in a timely fashion, yet when I've talked to them, the partner actually does have the part, but is not equipped with the appropriate equipment to fix the part Therefore, SunEdison is partnering with companies that are not fully able to do their job which doesn't appear to be a Chapter issue but more of a contracting issue that SunEdison didn't do appropriately Lastly, they didn't address the Water Heater replacement that I had in my original complaintSunEdison has done nothing on their part to try to resolve this issue by contacting the original contractor to gain official documentation As the owner, I shouldn't be responsible to do their job which as a result has already cost me $*** Therefore, I do not feel their response to this claim appropriately addresses any of my complaints
Sincerely,*** ***

We are aware of the issue with this customer’s systemWe are in constant communication with him. We are arranging for one of our partners, ***, to do the repairs. Due to our bankruptcy proceedings, our contracts with all of our partners are being revised. Contract
revisions must be approved by the court. This has caused delays in providing service to our customers. We are making every attempt to expedite this process and to return to the timely delivery of service we had prior to the bankruptcy filing

A SunEdison partner is currently working with this customer.  The damage was verified and the panels are being replaced.  new parts are being shipped and the installation will be scheduled shortly.

Complaint: [redacted]I am rejecting this response because:
While it is true that I have been...

contacted by a SunEdison employee, it is not true that replacement panels have been ordered and that repairs are being scheduled.  To date, all that has happened is a series of unproductive phone calls.  The last contact that I had with SunEdison informed me that since the company has filed for Chapter 11 Bankruptcy, replacement panels cannot be ordered and shipped.  I have received absolutely no information about expected timeline for repairs.
Sincerely,[redacted]

We have analyzed the performance of this system and found that it is underperforming based on anticipated production.  We are in the process of contacting one of our service partners to come to the home and diagnose the system.  Due to our bankruptcy filing, our ability to send service...

partners to our customers' home is delayed.  We are working as quickly as possible under the bankruptcy court supervision to remedy this situation.  Our customer service team will be in contact with the homeowner once we have approval for the service call.

Complaint: [redacted]I am rejecting this response because:
I must respond within 5 days to the Revdex.com so I am "rejecting" until I hear from the company.
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/12/02) */
Our partner, Sunsational Solar, has been paid. Payment was issued within the contractual terms agreed to between Sunsational Solar and SunEdison. It is SunEdison's policy to issue payments to partners in accordance to the contractual...

agreements we have with them.

SunEdison changed billing vendors in [redacted], and as a result, our contact information changed.  Customers were notified via email and the monthly statements contain the new contact information.  This customer should contact us at [email protected]

Complaint: [redacted]I am rejecting this response because:
The Business Response clearly states that SunEdison is under the control of the bankruptcy court in New York and cannot even provide a *timeline* as to when required repairs to the system can be made.  It is completely unreasonable to expect a customer to continue making payments under these conditions.  SunEdison, as admitted in their response, in breaching the lease contract.  At this point, I am well within my rights to cancel this contract.  I respectfully ask SunEdison to schedule a time to pick up their equipment from my property or it will be considered abandoned.
Sincerely,[redacted]

We have made every attempt to work with this customer on his billing issues and continue to do so.  This customer's interactions with us are as follows:
09/01/[redacted] : The first auto-debit took place which got returned because the customer gave us the wrong routing number.  10/06/[redacted] : We...

Called the customer but could not get through his number. so we emailed the customer to inform him of the returned payment.  10/07/[redacted] : Customer emailed back mentioning his schedule and provided his cell #.  We attempted to reach the customer but could not.  10/15/[redacted] : We Emailed the customer to verify his bank account info.  10/19/[redacted] : HO replied verifying only his Routing number but not the Account #.  11/01/[redacted]:  The second auto-debit took place which got declined too because of an invalid account number.  12/30/[redacted]: HO called in and made a payment over the phone. He also stated that he is expecting some money in the near future and will take care of the past due payments.  
 
the customer did received a collection notice, which is generated automatically if an account is past due for more than 30 days, which this account was, due to the ACH troubles.  The HO has now been in contact with us.  We have waived all late fees and worked out a plan for this customer to bring his account current.

Complaint:[redacted]I am rejecting this response because:
Sun Edison is clearly admitting fault and this is the same response, almost verbatim, to the response we previously received regarding them not having a timeline because of their bankruptcy filing (previous email from Sun Edison attached). This is the definition of being given the runaround and ignoring their repsonibility to abide by the terms of our lease that they themselves put forth. They provide no definitive information and no details as to any expectation of a resolution timeline. They are in breach of contract and as the consumer I have the right to pursue action against Sun Edison whereby they either need to fix the defective system ASAP and make me as the consumer whole for the losses I have incurred, or relieve me of my contractual obligations.  Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/07/10) */
The service issue for this customer has been scheduled for resolution on 7/10/15. The replacement part for this system was on backorder from the parts supplier.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/14) */
(The consumer indicated...

he/she ACCEPTED the response from the business.)
System was repaired.
Final Consumer Response /* (3000, 19, 2016/02/12) */
* THIS IS NOT A DUPLICATE COMPLAINT. DO NOT CLOSE *
Residential Solar System under warranty is inoperable
* THIS IS NOT A DUPLICATE COMPLAINT. DO NOT CLOSE *
Residential Solar System under warranty is inoperable for past four months. Six months prior it was inoperable for ten months. I get lip service from Sun Edison Cust Svc and they say it's in the hands of their local vendor.
Sun Edison Cust Svc calls every two weeks to inform me it's still broken and they are waiting.
I pay $117 a month to lease this and it doesn't work and they delay fixing it.
Fix it, or remove it. I want out of this lease and have a reputable Solar company replace it.
I WANT OUT OF THIS LEASE if you cannot provide the service I contracted. REMOVE IT!
Final Business Response /* (1000, 23, 2016/03/03) */
Replacement panels for this customer's solar system are not longer available. SunEdison had to have panels manufactured, which caused the delay. This customer's system is scheduled for repaire on Mar 3, 2016

This customer's account has been brought current.  A credit for the bank fees that were charged has been applied to this account.  The next monthly statement will reflect this.  The collections notice received has been rescinded.

Initial Business Response /* (1000, 5, 2015/07/30) */
We have located a new dealer to provide service to this customer. That dealer is in contact with Mr. [redacted] to get the repairs made as quickly as possible.

This customer had two concerns. Her concern that her account was billed in error turned out to be a misunderstanding of how her power purchase agreement works. This was explained to her and she now understands her bill. The second complaint had to do with a letter she received from her installer. It...

was a standard letter that this installer sends to all homeowners. It was not a letter stating a lien was placed on the property. After a few homeowners were confused by this letter, we asked this installer to contact each home owner and explain that they were not placing liens on properties.

We acknowledge this customer's inconvenience and sincerely apologize.  Our Chapter 11 bankruptcy filing has delayed approvals and payments to our service partners who assist is with home visits to resolve equipment issues. It has also delayed our ability to procure and ship replacement parts....

  We are diligently working through the bankruptcy proceedings to resolve these delays.  Once we we have resolved those delays, one of our service partners will be on site to address this issue.  This customer's lease agreement with us includes a performance guarantee.  That guarantee protects our customers from situations like this where there are delays in rendering service to a system.  When this issue is resolved, the customer will be compensated for lost product per the terms of the performance guarantee.

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. Thank you for stepping in on my behalf, and finally reaching an acceptable solution to this problem.Sincerely, [redacted]