Sun Solar

Initial Business Response /* (1000, 5, 2014/11/06) */
We here at Missouri Sun Solar are disappointed that the situation with Mr*** has reached this pointWe understand his frustration and realize that it's not his faultWe feel that we've taken numerous steps to resolve the issues and were
still in the process of doing so when this complaint was filedI'll attempt to provide an explanation for each point that Mr*** raised in his complaint
As to the issue of our company deciding to go with Chinese microinverters - We don't decide on what products to use after a job is soldIn this case, we tried to come up with a package that would fit within the customer's budget and provide them with American-made solar panels, which we didUp until recent tariff issues between the United States and China, the vast majority of solar products used in the US were manufactured in ChinaThis is typical in the solar industry when trying to stay within a budget
An explanation about the monitoring- A panel-level monitoring system for a solar system is not a requirementNowhere in our contract or proposal with Mr*** is a monitoring system of any kind mentioned, especially one in which panel-level monitoring would be providedWe attempted to provide this to Mr***, because we always try to provide more than just the basics to over-deliverThe system sold to Mr*** was sold on the basis of offsetting his electric bills, which provides a return on investmentPanel-level monitoring is simply something that's good to have, but it's not essential when the objective is to offset utility billsI believe this to be a case of miscommunication with the customer, and again is not ideal, but it does sometimes happen
The issue with the microinverters - The microinverters we installed had an issue that was identified by the manufacturerThey determined that the microinverters did not work as necessary during cold temperaturesWith the data we have, pertaining to Mr***'s utility bills, this is accurateHis bills were not being offset like they should during the cold winter monthsThe manufacturer issued a recall on this model because of this issue
In addition to the production issue, the manufacturer's monitoring system did not work correctlySince we knew the microinverters were faulty, we believed the monitoring not working to be a symptom of thisWe informed Mr*** of the recall and let him know that as soon as we received the new inverters, we'd be out to replace the old onesOnce we received the microinverters, we went out and replaced the faulty onesThe faulty microinverters worked well in the spring before the replacement and poorly during the cold months (which is in line with the reported issue from the manufacturer)During the warm months, the entire bill of Mr*** was successfully being offsetWe changed out the microinverters in JulyIn August and September, the bill was slightly higher, but it's obvious that the system is still working, because it's significantly lower than it was before solar was installed at the propertySmall variations in bills from one month to the next in solar are typical, depending on the orientation of the panelsAt that point, we simply did not know if the bill increasing slightly was a function of fewer sunlight hours or if the new microinverters were somehow faultyTypically when inverters are faulty, they don't just work part of the timeThey either work or they don'tThe fact that the bills are still being largely offset, logically tells us that the microinverters are indeed working
Attempting to figure out the issue - In the midst of all of this, we installed a third party monitoring system called *** that could provide us with overall system production numbersThis way, even though the monitor from the inverter manufacturer was not working, we could at least determine if the system was producing like it should be on an overall levelIt did not provide panel-level monitoring to see what each panel was doing, but it could give us an overall picture of the system performanceThis information is vital in order to know if the system is producingLooking at a bill from the utility does not provide you with the full informationThe utility only reports what excess energy is produced by the system and goes back onto the gridThis means that if the house uses up all of the power as it's produced, the utility would not report any electricity going back onto the gridIn this scenario, it does not mean that the solar is not producingIt just means that the house is using up the electricityTherefore, we need an overall system monitor in place to see what the system is producing, so that we can know if the system is doing what we expectedThis was the thought process in installing the *** monitor, so that we could properly, with actual hard data, address Mr***'s concerns about productionThe customer added on a large addition to the house that very likely could have increased their electrical consumptionAlthough Mr*** expressed his unhappiness with this solution, we explained that it was necessary so that we could accurately address the production concernWith solar, you need to look at a longer period of time in order to get a good idea of what the system is doing due to variations in sunlight from one day to the next, etcWe mutually agreed that we'd allow the Locus to monitor the system through the month of October and we would get back together at the beginning of NovemberDuring the time that we agreed that we'd monitor the system, Mr*** tinkered with the *** monitoring system and it disconnected from the server, where monitoring data was not transmittedThis affected the data that we needed in order to accurately assess the situation
At the same time, we have been in constant communication with the manufacturer of the inverters *** They haven't been very helpful throughout the process, which is obviously not Mr***'s faultHowever, we got them to agree to send a specialist from their company headquarters in San Francisco to Missouri for the purpose of evaluating Mr***'s systemThis expert is scheduled to fly into Missouri the week of November 11th to test the system and try to determine exactly what the problem isAt the beginning of November, we planned on getting with Mr*** to review the performance numbers (which were skewed due to Mr***'s tampering with the system) and let him know about the development that we were flying a manufacturer expert in to assess his system and take the necessary steps to fix itThis way, an expert third-party could evaluate the job, provide verification that it's either working or not working correctly, and come to a resolutionOn our end, we believed that Mr*** would be pleased with this course of actionHowever, he chose to file this complaint instead and demand that we put back faulty equipment on his house that was not working correctly, and was sent back to the manufacturer (which is a standard procedure when a recall is issued)
In summary - the primary issue with this job has been a recall from the manufacturer, followed by assumptions from Mr*** about the production of the system, which have not yet been able to be substantiated with factsWe attempted to address the problem by providing the data we needed with a third party monitoring solution (at no expense to the customer) however, the data was skewed due to tampering by the customerBeyond that, we still took the step of arranging a product expert from the manufacturer to fly into Missouri to help us bring this to a conclusionIf Mr*** will allow us to bring this expert to his home to assess the job, we still plan on doing so the week of November 11thMr***'s proposed solution of putting back defective microinverters that do not work when it's cold outside, is not an acceptable solution (because we'd still have the problem in the winter) and it's not even feasible due to sending those recalled inverters back to the manufacturer in exchange for the currently installed invertersWe couldn't get them back if we tried
Regardless of the facts of this particular complaint, we will do whatever it takes to remedy the problem and satisfy Mr***We acknowledge that communication with our customers can always be improved, and miscommunications and mismanagement of expectations will sometimes occurInstalling solar is something that is brand new to most consumers and trying to clearly explain every part of the process is not always easyWe will strive to improve in this area going forward and deeply apologize for this entire situation with Mr***
Initial Consumer Rebuttal /* (3000, 7, 2014/11/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
People give respect to gain respectActions speak louder than wordsResults speak for themselvesNothing in MOSUN's response does anything to benefit or remedy the situationLet's deal in FACTS, shall we?
FACT: MOSUN'S credibility was fractured from the onsetTheir initial installation ( on TOP of the 'added' room addition mentioned in their response) had to be torn down and reinstalled to meet city code, resulting in extra holes being drilled into our new roof and structureThey then had to return and disassemble/reassemble the panels in order to record serial numbers they failed to record during installationDuring this installation, one of their workers had flicked a hot cigarette butt onto our new *** composite deck, marring the surface, AND rudely denying it to my wifeWe were told he was subsequently firedRESULTS: Poor customer interface and appearances
FACT: After installation of the 'NON-REQUIRED' monitor, we had worked with MOSUN employee ***, who had actually gone up on the roof, and independently verified my internet connection through checking with his own laptopHe verified my production numbers of 70KW and had verified that I was able to access the monitor/data at my PC through my networkIt was the website that others at MOSUN took issue with, however none of the supplied information available was mentioned hereApparently, FACTS that support my position don't deserve mention
FACT: We were NEVER informed of a recall! We had to read it HERE FIRST! It was put to us that they were performing an upgrade with a new warrantyI would NEVER had requested faulty equipment be reinstalledThat's foolishRESULT: Poor communications
FACT: During this process of troubleshooting, both before and after the 'recall', *** *** on three separate occasions came into our home and fiddled exclusively with the NON-REQUIRED yet VITAL data monitor, and would rearrange my internet connection, assuring my wife that everything was operationalHe would then leave without so much as verifying connectivity; I would then return home from work to have to reset my internet from the WALL BACK, or sit in my own home with no internetANY data that was retrieved was due to my 'tinkering'When *** called, we TOLD him that I had done nothing to the monitorWe had lost internet for a time, but when I reset it, the data reappearedThis occurred two weeks prior to this response, but it NOW appears here completely fabricated and misstatedSure APPEARS to be pretty VITAL now, doesn't it?
FACT: *** *** from *** INDEPENDENTLY verified that 1/of the panels were not reportingMy productivity readings, utility bills, AND NOW the manufacturer have all verified my observations and experiencesRESULTS: Mr.*** is going to provide me with a capable monitor and assist me in getting the system back to full productionThis is what I would expect from a company that warrants it's productsIn comparison, MOSUN provides backtracking and lies to substitute RESULTS that they appear incapable of providing
FACT: They have placed misguided faith in *** *** who has repeatedly demonstrated his inability to perform quality serviceHe has misrepresented facts and conditions to mask his inability to produce RESULTSThis has lead to misinformation filtering into upper management, but they have chosen to believe him, rather than respond to the customer
FACT: Their "INTENT" to discuss any actions with me never came to fruitionThe agreed upon date came and went, resulting in my complaintHistory of dealing with MOSUN lead me to this course
FACT: A representative of *** has verified my FACTS as presentedHe has given me contact information and assures me we will proceed toward reestablishing full productivityHe states that a monitor that supplies individual panel feedback is essential in determining system function and capabilities, and has promised to provide oneTHIS is what I call customer service and actionMOSUN could learn from this experience
Conclusion: THIS ILL-CONCEIVED response should serve as warning to others about this company and their take on customer serviceRESPECT, ACTIONS & RESULTSnone of which are provided in MOSUN's response
Final Business Response /* (4000, 10, 2014/11/13) */
We are deeply sorry and completely apologize for the entire scenario with Mr***We brought in Mr*** *** from *** from San Francisco in an attempt to figure out exactly what the problem isHe independently verified that the equipment they provided was not performing as it shouldHe also verified that nothing in the installation itself is causing the problemIt is an equipment failureWe take complete responsibility for a lack of communication in dealing with this equipment failure and satisfying Mr*** is handling the warranty issue with the system and will be providing a solution shortlyAs to the specific communication and expectation issues in this case, nothing we say will fix the problemsWe're going to simply do everything we can to remedy this solution, learn from the experience, and move forward

Initial Business Response /* (1000, 5, 2016/03/31) */
The situation with the [redacted]'s has been unfortunate, and we at Missouri Sun Solar apologize for any confusion that has contributed to this. Many of the statements that Ms. [redacted] makes in her complaint, are simply not true. I'll do my best to...

convey the facts of what occurred.
The problem with this system started out with a misunderstanding of expectations on the part of the [redacted]'s. They purchased a system that was designed to offset annually only 33% of their total usage. This is clearly shown on the documentation that they were provided during the sales process, and somehow that has been overlooked throughout this process by the [redacted]'s. When her complaints about production began, she expected 100% of her electric bill to be offset on a monthly basis.
With a solar system, it produces less in the winter than in the other months of the year. When a house uses electric heat, that makes it so that the usage of the electricity is much higher than at other times of the year. When that combines with less solar production, the amount of the electric bill being offset by solar is decreased for that month. When both of those factors combine with a system that was only designed to offset 1/3 of the usage on an annual basis to begin with, a small percentage of the bill will be offset that month.
If none of this information had been conveyed to the [redacted]'s from the beginning, their claims would be valid. However, it was conveyed before they agreed to purchase a system from us.
The next phase of this process involved our company agreeing to remove the system that was installed on their property, per the [redacted]'s request. This is the first time that our company has ever had to remove an installed system due to performance concerns, regardless of whether the claim was valid or not. While our company loses a considerable amount of money that we cannot recover by doing this, we agreed to do it anyway to satisfy the [redacted]'s.
When purchasing the system, the [redacted]'s financed their out of pocket cost through one of our financing partners. The remainder of the project was paid for with a rebate from their utility company.
In an initial conversation on processing this refund, Mr. [redacted] stated that it did not matter to him whether our company refunded him or the financing company. He said it did not matter to him either way. Since we had never had to fully refund a system before, we had to contact both of those parties to learn how they wanted us to handle the refund. This contact was made after speaking to Mr. [redacted] and finding out that he did not have a preference on how the refund was handled. Our company contacted both the financing company and utility on 3/23. Their initial responses were that they thought we'd have to send the money back to them directly, but they wanted to check with their supervisors to confirm.
On Thursday 3/24, we contacted the [redacted]'s and left a voicemail to let them know that we were waiting on a response from both the utility and financing company on what to do with the money. Ms. [redacted] called us back and we explained the situation. She thanked us for the quick response and for taking care of it.
On Friday 3/25, the utility and financing company emailed us back and the employee that the message came to was out of the office for the day.
On Monday 3/28, we processed the payments to the utility and the financing company and mailed Ms. [redacted] confirmation of these actions. After that, for some reason, Ms. [redacted] filed her complaint with the Revdex.com claiming that we were refusing to pay her money back. She stated that we should have cut them a check immediately when we removed the system. As outlined above, we could not cut them a check. They did not pay us anything directly for the system, which means we had to pay the two parties that paid for it.
On 3/31, Mr. [redacted] spoke on the phone with our company and agreed that once they receive confirmation that the refunds have been processed, they will remove the Revdex.com complaint.
We realize that we could've processed the refund faster ideally. However, we have never attempted to steal the customer's product and keep their money. We simply wanted to ensure that the refund (the first one we've ever had to do) was processed according to the terms agreed to with all parties. We regret causing the [redacted]'s any ill feelings towards our company and wish to move on.
Initial Consumer Rebuttal /* (3000, 7, 2016/04/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We are still waiting for the document of paid in full from their finance company. Per conversation with my husband ... It might take some time for us to receive it. Until we are in possession of that document ... This situation will not be completed. He was all so asked for us to remove our complaint. We too wish to put this entire situation behind us!!! When we have the appropriate paid in full documents in hand I will gladly mark this as satisfactory and complete. Thank you so much for your assistance in this situation. I truely believe that we would not have has any resolution had I not filed this claim.. And am appalled that they would accuse me of fabricating any part of our claim. It is very sad that it had to come to this..
Final Business Response /* (4000, 9, 2016/04/08) */
We look forward to this issue being resolved and moving forward. We disagree about the need for a Revdex.com claim, as we had already started processing the refunds with the appropriate parties when it was filed, but Ms. [redacted] feels differently. We're ready to close out this project.
Final Consumer Response /* (4200, 11, 2016/04/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As of this date ... We still do not have the paperwork from their lending agency stating PAID in full. I fully understand the inpact of turning this company into this agency. As soon as we have the proper paperwork from Sun Solar I will be more than happy to check the box as resolved! As this clearly shows... It takes weeks and weeks for closure!!!' Thank you so much for your help!'