SunCraft Solar

The customer is requesting payment of her electric energy cost due to delays in constructionWe originally agreed with the customer that we were responsible for some part of the delay and offered to reimburse the customer for the energy cost during the period of delay that we were responsible forHowever there was an additional period of delay that was beyond our control which was the result of delays by the customer because they wanted to do some of their own electrical work in an effort to save moneyWe could not begin our work until the work done by the customer was completedThis caused additional delay to the project that were beyond our control and that was not our responsibilityWe have attempted to find a compromise with our customerSeveral months ago we offered an amount the was nearly double what we believe was owedUnfortunately this was rejected by the customerAt this point there appears to be no compromiseWe are committed to customer satisfaction and we value our relationships with each and every one of our 2,customersHowever in this case fairness goes both ways and we do not believe the customer is being fair with usWith no compromise in sight we see no other solution that for this matter to be settled in small claims court

Since SunCraft Solar has installed over 1,solar systems and we have always been committed to excellenceWe are not perfect, we do make mistakes and unfortunately this project is not an example of our finest workMistake in product ordering, delays by our suppliers, changes by our customer and mistakes by our installation department all came together to complicate and delay the completion of this project, which unfortunately caused frustration for our customer and ourselvesIn hindsight there is much we could have done better Installing a solar system is not a simple process; it is not like buying a refrigeratorSolar is a major construction projects that requires coordination with multiple suppliers and vendors, working with municipal permit agencies and utility companies, and involves a variety of professional trades including electrical engineering and plan designers, ground excavation, roofing workers to mount the system to the home, and skilled electricians to wire the system and interconnect the solar system with the utility power supplyNormally with proper coordination these resources, vendors and trades work together seamlessly to complete a solar installationBecause all these disciplines and resources need to come together to complete a project things can and will go wrong A few of the problems related to this project with suppliers and the utility company was beyond our control, other were a result of poor internal communication and coordination which led to mistakes on our partUnfortunately they all became a source of frustration for our customer and reflected badly on us as a companyAs a result we were more than willing to give the customer a considerable discount for the inconvenience which as agreed was deducted from their final invoice I am truly very sorry for the frustration we caused our customer, it was inexcusableHowever in the end we did complete the project, pass final inspection and have the project approved by the utility companyAlthough not on schedule, the project was completed to the customer satisfactionMore importantly our customer is now enjoying the benefits of a state of the art SunPower solar electric system and a solar pool heating system that will provide them with considerable economic benefit and enjoyment for the next year From our experience with this project we have improve our processes of delivery and inter-department communication and we have develop new project coordination procedures which have enabled us to avoid these problems on future projects so that we can continue to deliver excellence to all of our customers Thank you, [redacted] President/ CEO SunCraft Solar, Inc

RE: Customer Complaint # [redacted] We take a customer complaint seriously and strive to deliver quality products and services to all of our customersWehave been in contact with the customer for several months and unfortunately we cannot come to an agreement to settlethis matter In this case we had an agreement to reimburse the customer for their electric bill if the project was notcompleted by an agreed upon date which we did not meetThe customer sent us their electric bill as requested and wecalculated the amount that we owed and we agreed to pay as promised.However there were additional delays because the customer postponed the project once for week because of travelschedules and then an additional week delay because the customer decided to do major electrical work that wediscovered need to be done to meet building code, which required scheduling with SDGEIn January we advised thecustomer that the earliest date we could get from SDGE was April 7th which we then scheduled with SDGEThis datewould have allowed us to complete the project no later than April 8thHowever the customer advised us that they hadconnections and could get it done soonerUnfortunately the customer was not able to get an early date with SDGE and asa result the customer work was not completed until May 18th, weeks after our revised completion dateOnce thecustomer work was completed we were only then able to call for the final building inspection and turn on the solarsystem a couple of days laterWe regret any delay to customer projects and the resulting frustration this can causeWe have installed over 1,solarsystems and we are all to family with the complexities of dealing with utility companies, building code, permitting aswell as suppliers and schedulingIt this case we were clearly at fault for part of the delayWe take full responsibility andare more than willing to pay the customer for those delays that we causedHowever we cannot be held accountable fordelays that were the result of the actions of the customerWe stand behind our commitments and have offered our customer the reimbursement for delays which we caused.Unfortunately the customer insists that we pay for all delays including those that we did not causeWe remain committedto settling this matter but at this point we are at an unfortunately impasse with this customerSincerely, [redacted] President/CEOSunCraft Solar, Inc

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.The bottom line is that Suncraft Solar took on the responsibility of doing this job completelySuncraft Solar cannot shift the blame to one of its subcontractors for non-performanceI contracted with Suncraft Solar, and therefore it istheir responsibility to complete the projectThe truth is, Suncraft Solar, procrastinated for months, for reasons unknown to meI do know that the original sales person (that I worked with) left the company, and a field manager also left the company, during this time.All these personnel changes may be an indication of something going wrong at Suncraft Solar, I don’t knowBut Suncrafts personnel problems or subcontractor problems are not my problemsAs stated previously, I went ahead and spent a great deal of money on preparing the area for this project, and was further inconvenienced in waiting almost a year, for this project to happenAnd the fact that Suncrafts contract with Sunpower (the manufacturer of the sun panels) was canceled, is also not my responsibility, I had no way of knowing that the contract would be canceled do to inactivity that is also the fault of Suncraft SolarThis project dragged on for almost a year, when I was initially promised it would be done in weeks there is NO excuse for thatI believe I should be compensated for monies spent, and for the inconvenience cause by Suncraft Solars non-performace of this contract Regards, [redacted] ***

RE: Revdex.com complaint ID [redacted] I have reviewed the customers response in reference to complaint ID [redacted] , and I understand Mr [redacted] frustration, however I do not agree that we acted in bad faith or that any monies are owned in the form of cancellation fees or reimbursement for the following reasons.As we stated previously, this was much more than a simple roof mounted solar system because of Mr [redacted] requirements for the construction of a carport which needed to be completed before we could begin our work on the solar installationWe tasked an outside Construction, Design & Engineering company and paid a $2,deposit tocomplete a carport design that would pass building codeThe Design Company not SunCraft Solar abandoned the project and left us without a buildable solution on which to install the solar systemWe have not asked for nor do we expect to receive a refund from the design company or any reimbursement from Mr [redacted] for payments and other expenses incurred by SunCraft SolarAlthough we spent over $2,in design fees, we did not request a deposit and no deposit was paid byMr***, when he signed the installation agreement or since signing the agreementTherefore, we did not have a legal and binding contract under the lawOur installation agreement signed by Mr [redacted] clearly states that “The Seller has the right to cancel theagreement if substantial work has not commenced within days of the date of the contract”The SunPower lease singed by Mr [redacted] does specified that if the project was not completed within 6months of lease signing, SunPower had the right to cancel the lease agreementThe cancellation policy is detailed in the lease which Mr [redacted] signedAt no time during this process did we advise the customer to do any work or spend any money to havework done in preparation for the installation of the solar systemWe did inform Mr [redacted] that there was considerable shading were the solar system would be located but we did not tell him that he needed to cut any trees before we could begin construction.We have dealt fairly with Mr***, but since no deposit was paid by Mr***, and no work was started within the specified timeframe, SunCraft Solar and SunPower were within their legal rights to cancel the lease and the installation agreement and are not liable for expenses for work that Mr [redacted] may have done in anticipation of the installation.We are truly disappointed that we could not satisfy Mr [redacted] requestHowever, we acted in good faith in our dealings and made every effort within our means to provide the customer with what he wanted, which ultimately, we could not find a way to do within building code requirements.Since SunCraft Solar had help thousands of homeowners go solar, and while as Mr [redacted] pointed out sales people do come and go, SunCraft Solar is one of the top solar companies in San DiegoWe always to strive to deliver excellence in everything we do, and most importantly we value every relationship that we develop with customers and work tirelessly to meet our customer’s needs and expectations.Sincerely, [redacted] k President SunCraft Solar, Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The fact remains, that Suncraft Solar did not produce the project as promised (in signed documents, and verbally) and is ultimately responsible for this project not going forward, which caused all the delays and cancellationAll these excuses of, we didn't get this or that drawing from whatever vendorwas not my responsibilityThe fact is, Suncraft Solar, took on a project that was more than they could competently accomplish, or realized they could not make a sufficient profit and purposely stalled and delayed this project so that they would not have to risk either facing a revenue shortfall, or not having the expertise to complete the project in a acceptable mannerI therefore still believe Suncraft Solar should make some kind of recompense for this obvious failure to perform.Regards,*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The response is inaccurate and to date I have not received any offer for settlement from Suncraft SolarPlease provide written communication of such offer
I responded to their previous response points in my communication email dated 11-02-to Suncraft Solar which was also sent to the Revdex.comAgain *** has not provided any proof that we caused any delaysSuncraft Solar is the one that caused the delay with their lack of knowledge of the de-rate of our panel forcing us to do a panel upgrade, which we were notified of via email on 3-24-Please keep in mind that the original promised completion date for our installation was December 6, Once we were notified that panel de-rate was not an option then we rushed to get the panel upgrade done quicklyMy demand notice to *** on 11-02-took the delay into account even though we feel that we were mislead and forced to do an upgradeI feel the settlement letter to *** contained a fair settlement for the time in question for the panel upgrade. Unfortunately *** did not respond to this request and had not made any attempts to resolve the matterI had communicated several times with *** at Suncraft through out the install process trying to obtain reimbursement for the SDG & E bills as they come up, and *** was adamant that he would reimbursement for our SDG & E billsI have several written communications from him with this agreement
I have again outlined my communication below from 11-02-2015, as you can see I have been more than willing to compromise with Tom to try to settle the matterI hope that you take all this in consideration as you review his company for his rating with the Revdex.com
From: J*** *** [mailto:***@qrsinsurance.com] Sent: Monday, November 02, 9:PMTo: ***@suncraftsolar.comSubject: Complaint Responses
Dear ***,
I received copies of your responses submitted to Revdex.com complaint that I filedI appreciate that you took the time to explain your perspective and am encouraged to read that you take my complaint seriously and are committed to settling this matterWhile you and I clearly disagree about the cause(s) of the delays, I am hopeful that we can still work together to find a mutually acceptable solutionAssuming you remain committed to settling this matter as your letter states, I would be willing to consider accepting less than the amount I believe is owed to me under the terms of our agreement simply in order to put this situation to rest and to avoid spending more time and money pursuing a resolution.
To that end, please consider the followingThe SDG&E bills that I provided to you, which cover the time from the agreed completion date of December 06, 2014, to actual completion on June 10, 2015, total $According to my calculations, the total duration of the delay was weeks and daysThe amount of delay you allege in your letter was caused by us was a total of eight weeksWe believe we did everything per your instructions and made extra efforts not just to avoid delays but to minimize them and do not agree that we caused any of the delayStill, in an effort to cooperate and find a solution, I propose we meet in the middleAveraging the $over weeks, results in $per weekIf we meet halfway between your claim that we caused weeks of delay and our belief that we caused none, and reduced the amount I am requesting in reimbursement by weeks, perhaps we will have found a way to put this behind usAccordingly, if you are willing to pay me the amount of $($less wks x $= $1595.51), I will agree not to bring a claim against you or SunCraft Solar to recover the full amount to which I am entitled under our written agreement
Please respond either via US Mail or email to this communication within seven days and let me know if you would like to settle this matter as indicated aboveIf we are able to reach an agreement, I will have my attorney draw up a release of claim agreement which I would be happy to sign and provide to you once the settlement check clears.
***
*** ***
Direct Phone
Direct Fax
I appreciate you stepping in and assisting in this matterRegards,
*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The response is inaccurate and to date I have not received any offer for settlement from Suncraft SolarPlease provide written communication of such offer
I responded to their previous response points in my communication email dated 11-02-to Suncraft Solar which was also sent to the Revdex.comAgain *** has not provided any proof that we caused any delaysSuncraft Solar is the one that caused the delay with their lack of knowledge of the de-rate of our panel forcing us to do a panel upgrade, which we were notified of via email on 3-24-Please keep in mind that the original promised completion date for our installation was December 6, Once we were notified that panel de-rate was not an option then we rushed to get the panel upgrade done quicklyMy demand notice to *** on 11-02-took the delay into account even though we feel that we were mislead and forced to do an upgradeI feel the settlement letter to *** contained a fair settlement for the time in question for the panel upgrade. Unfortunately *** did not respond to this request and had not made any attempts to resolve the matterI had communicated several times with *** at Suncraft through out the install process trying to obtain reimbursement for the SDG & E bills as they come up, and *** was adamant that he would reimbursement for our SDG & E billsI have several written communications from him with this agreement
I have again outlined my communication below from 11-02-2015, as you can see I have been more than willing to compromise with Tom to try to settle the matterI hope that you take all this in consideration as you review his company for his rating with the Revdex.com
From: J*** *** [mailto:***@qrsinsurance.com] Sent: Monday, November 02, 9:PMTo: ***@suncraftsolar.comSubject: Complaint Responses
Dear ***,
I received copies of your responses submitted to Revdex.com complaint that I filedI appreciate that you took the time to explain your perspective and am encouraged to read that you take my complaint seriously and are committed to settling this matterWhile you and I clearly disagree about the cause(s) of the delays, I am hopeful that we can still work together to find a mutually acceptable solutionAssuming you remain committed to settling this matter as your letter states, I would be willing to consider accepting less than the amount I believe is owed to me under the terms of our agreement simply in order to put this situation to rest and to avoid spending more time and money pursuing a resolution.
To that end, please consider the followingThe SDG&E bills that I provided to you, which cover the time from the agreed completion date of December 06, 2014, to actual completion on June 10, 2015, total $According to my calculations, the total duration of the delay was weeks and daysThe amount of delay you allege in your letter was caused by us was a total of eight weeksWe believe we did everything per your instructions and made extra efforts not just to avoid delays but to minimize them and do not agree that we caused any of the delayStill, in an effort to cooperate and find a solution, I propose we meet in the middleAveraging the $over weeks, results in $per weekIf we meet halfway between your claim that we caused weeks of delay and our belief that we caused none, and reduced the amount I am requesting in reimbursement by weeks, perhaps we will have found a way to put this behind usAccordingly, if you are willing to pay me the amount of $($less wks x $= $1595.51), I will agree not to bring a claim against you or SunCraft Solar to recover the full amount to which I am entitled under our written agreement
Please respond either via US Mail or email to this communication within seven days and let me know if you would like to settle this matter as indicated aboveIf we are able to reach an agreement, I will have my attorney draw up a release of claim agreement which I would be happy to sign and provide to you once the settlement check clears.
***
*** ***
Direct Phone
Direct Fax
I appreciate you stepping in and assisting in this matterRegards,
*** ***

This complaint involves the installation of a solar system on a custom carport to design specification required by the customerWe advised the customer that we do not design or build carports, but that we could arrange to have a separate company to design and build the carport for the customer
Once the carport was installed we could then install the solar system for the customerThis contract was entered into between the customer and the Lessor SunPower CorporationIn this case we are contracted with SunPower to provide installation services for this customerTo this end, we contacted the *** *** Group in San Diego, to do the design and build the carport for this projectCompleting the project was predicated on completion of the custom designed carportAfter several attempts *** *** group was not able to create a design that met both the customer’s expectations and the requirements of the local building departmentWithout a completed carport to install the solar system upon we were not able to complete the project within the six (6) required time frame required by the Solar Leasing CompanyAs a result the leasing company cancelled the lease agreement, thus voiding the lease contract with the customerWe have made several attempts to contact the *** *** group who we paid to complete the carport design plan, and they have not responded to our requestWe regret any aggravation that this has caused the customerFor nearly years SunCraft Solar has delivered an excellent customer experience for over 1,satisfied customersThroughout the process with this customer we have acted in good faith to fulfil the installation contactWe have not accepted any deposits from the customer in spite of the fact that we have paid *** *** group for the design and permit services that were agreed upon Unfortunately unless a carport can be designed to meet building code, we cannot complete this project under the lease agreement between the customer and the Leasing Company

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The information provided by *** is in accurateTo simplify I will respond to his inaccuracies in order of his response to the Revdex.com:
*** and I have not been in communication as he statesI was working with the solar panel manufacture to alert them to the processes of their installer/ dealer and to seek assistance in obtaining my reimbursements*** did agree at one point to settle for $1,however he attached a stipulation that I must recount my complaints to all agencies and bureaus and obtain confirmation in writing of the status of the complaints as being removed, then he would release the reimbursementSince I do not control the processes for the agencies and bureaus I complained too I felt that this request was out of my hands and unreasonableSo the settlement was not able to relieve the issue of the reimbursement of my SDG & E bills
My husband did have work travel planned and we alerted the staff at Suncraft Solar in January (at this point construction and installation had not started). During this communication in January *** advised start date to be 2-06-(my husbands travel plans were for 2-02-to 2-10-2015)Ultimately Suncraft Solar's sub contractor for the digging (1st step of the install) was not ready to start the project until 2-10-This was the start of the projectSo my husbands travel plans in no way delayed any aspect of this project
I also can provide email communications regarding the panel upgradeInitially we discussed performing a panel upgrade with ***'s staffOnce *** advised that he felt this might hold up the project then we asked if we could do the panel upgrade after the solar panel and system installation and *** advised that would be a good solutionWe have written notification (via email dated January 26th 6:16pm) that *** was going to speak to his construction team and have them de-rate the current panel we had and move forward, with no hold upsIt was until March 24th that *** reached out to us and alerted us that the de-rating of the panel was per *** - " I have discussed the service de-rate option with our team and in the end it does not appear to be the most feasible options." . After having a few discussions with *** regarding the de-rate issue on 4-07-we alerted *** and his staff we would do a panel upgradeSo at that point we obtain a permit, performed the panel upgrade and alerted Suncraft that we were done on 5-19-This 'delay" was not caused by our own doing but rather by the incorrect information from *** and Suncraft Solar staffFrom our completion date to the actual completion date of Suncraft was 6-10-There crew had to return to the project to correct items that were initially done incorrectly and we were advised that their project manager was out of town that was delaying their return to complete the items
I can also send to you the numerous email communications I have with *** and his staff regarding my concern initially for the reimbursement of the SDG&E bills also with my request for payment for this reimbursement though out the time frame in questionsOver and over again *** states that he will stand by his commitments however that has not happened
I have several email communications I am happy to send for your review of the above information I have provided aboveThe only was I see to resolve this issue is for *** at Suncraft Solar to send payment in full in the amount of $1,This is the total of the electric bills as calculated by the solar panel manufacture for the applicable time in question
Regards,J*** ***

They DID NOT complete the work.I sent an email to say they completed the work but found out they have notI called a few days after the email and was told a note would be made to disregard that emailOn April 7th they finished installing the equipment and told us to wait for the
electric company to tell us when we can turn it onThey said is should be within a weekOver a week passed so my husband called our electric company to see why it was take so longHe found out that suncraft solar never resent the proper informationMy husband had to call suncraft to tell them they were not done with the job yetSuncraft resent the information to our electric company on the 16thThey sent my husband a copy of what was sent and it does not look like it was properly filled outI do not know if the electric company will approve it and will have to get suncraft to resend it a third timeAlso, our pool equipment has not been workingOur automatic cleaner will not turn on and our water is now greenMy husband found out they installed our solar pool panels incorrectlyI also found a small drip coming from the top of my patio where the solar pool panels areThey are here today trying to fix it

RE: Revdex.com complaint ID [redacted]I have reviewed the customers response in reference to complaint ID [redacted], and I understand Mr. [redacted] frustration, however I do not agree that we acted in bad faith or that any monies are owned in the form of cancellation fees or reimbursement for the following reasons.As we stated previously, this was much more than a simple roof mounted solar system because of Mr. [redacted] requirements for the construction of a carport which needed to be completed before we could begin our work on the solar installation.1. We tasked an outside Construction, Design & Engineering company and paid a $2,000 deposit tocomplete a carport design that would pass building code. The Design Company not SunCraft Solar abandoned the project and left us without a buildable solution on which to install the solar system. We have not asked for nor do we expect to receive a refund from the design company or any reimbursement from Mr. [redacted] for payments and other expenses incurred by SunCraft Solar. 2. Although we spent over $2,000 in design fees, we did not request a deposit and no deposit was paid byMr. [redacted], when he signed the installation agreement or since signing the agreement. Therefore, we did not have a legal and binding contract under the law. 3. Our installation agreement signed by Mr. [redacted] clearly states that “The Seller has the right to cancel theagreement if substantial work has not commenced within 120 days of the date of the contract”. 4. The SunPower lease singed by Mr. [redacted] does specified that if the project was not completed within 6months of lease signing, SunPower had the right to cancel the lease agreement. The cancellation policy is detailed in the lease which Mr. [redacted] signed. 5. At no time during this process did we advise the customer to do any work or spend any money to havework done in preparation for the installation of the solar system. We did inform Mr. [redacted] that there was considerable shading were the solar system would be located but we did not tell him that he needed to cut any trees before we could begin construction.We have dealt fairly with Mr. [redacted], but since no deposit was paid by Mr. [redacted], and no work was started within the specified timeframe, SunCraft Solar and SunPower were within their legal rights to cancel the lease and the installation agreement and are not liable for expenses for work that Mr. [redacted] may have done in anticipation of the installation.We are truly disappointed that we could not satisfy Mr. [redacted] request. However, we acted in good faith in our dealings and made every effort within our means to provide the customer with what he wanted, which ultimately, we could not find a way to do within building code requirements.Since 2008 SunCraft Solar had help thousands of homeowners go solar, and while as Mr. [redacted] pointed out sales people do come and go, SunCraft Solar is one of the top 10 solar companies in San Diego. We always to strive to deliver excellence in everything we do, and most importantly we value every relationship that we develop with customers and work tirelessly to meet our customer’s needs and expectations.Sincerely,[redacted]k President SunCraft Solar, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The bottom line is that Suncraft Solar took on the responsibility of doing this job completely. Suncraft Solar cannot shift the blame to one of its subcontractors for non-performance. I contracted with Suncraft Solar, and therefore it istheir responsibility to complete the project. The truth is, Suncraft Solar, procrastinated for months, for reasons unknown to me. I do know that the original sales person (that I worked with) left the company, and a field manager also left the company, during this time.All these personnel changes may be an indication of something going wrong at Suncraft Solar, I don’t know. But Suncrafts personnel problems or subcontractor problems are not my problems. As stated previously, I went ahead and spent a great deal of money on preparing the area for this project, and was further inconvenienced in waiting almost a year, for this project to happen. And the fact that Suncrafts contract with Sunpower (the manufacturer of the sun panels) was canceled, is also not my responsibility, I had no way of knowing that the contract would be canceled do to inactivity… that is also the fault of Suncraft Solar. This project dragged on for almost a year, when I was initially promised it would be done in 6 weeks… there is NO excuse for that. I believe I should be compensated for monies spent, and for the inconvenience cause by Suncraft Solars non-performace of this contract. 
Regards,
[redacted]

Since 2007 SunCraft Solar has installed over 1,000 solar systems and we have always been committed to excellence. We are not perfect, we do make mistakes and unfortunately this project is not an example of our finest work. Mistake in product ordering, delays by our suppliers, changes by our customer and mistakes by our installation department all came together to complicate and delay the completion of this project, which unfortunately caused frustration for our customer and ourselves. In hindsight there is much we could have done better.   Installing a solar system is not a simple process; it is not like buying a refrigerator. Solar is a major construction projects that requires coordination with multiple suppliers and vendors, working with municipal permit agencies and utility companies, and involves a variety of professional trades including electrical engineering and plan designers, ground excavation, roofing workers to mount the system to the home, and skilled electricians to wire the system and interconnect the solar system with the utility power supply. Normally with proper coordination these resources, vendors and trades work together seamlessly to complete a solar installation. Because all these disciplines and resources need to come together to complete a project things can and will go wrong.   A few of the problems related to this project with suppliers and the utility company was beyond our control, other were a result of poor internal communication and coordination which led to  mistakes on our part. Unfortunately they all became a source of frustration for our customer and reflected badly on us as a company. As a result we were more than willing to give the customer a considerable discount for the inconvenience which as agreed was deducted from their final invoice.   I am truly very sorry for the frustration we caused our customer, it was inexcusable. However in the end we did complete the project, pass final inspection and have the project approved by the utility company. Although not on schedule, the project was completed to the customer satisfaction. More importantly our customer is now enjoying the benefits of a state of the art SunPower solar electric system and a solar pool heating system that will provide them with considerable economic benefit and enjoyment for the next 25 year.   From our experience with this project we have improve our processes of delivery and inter-department communication and we have develop new project coordination procedures which have enabled us to avoid these problems on future projects so that we can continue to deliver excellence to all of our customers.   Thank you,   [redacted] President/ CEO SunCraft Solar, Inc.

They DID NOT complete the work.I sent an email to say they completed the work but found out they have not. I called a few days after the email and was told a note would be made to disregard that email.On April 7th they finished installing the equipment and told us to wait for the electric company to...

tell us when we can turn it on. They said is should be within a week. Over a week passed so my husband called our electric company to see why it was take so long. He found out that suncraft solar never resent the proper information. My husband had to call suncraft to tell them they were not done with the job yet. Suncraft resent the information to our electric company on the 16th. They sent my husband a copy of what was sent and it does not look like it was properly filled out. I do not know if the electric company will approve it and will have to get suncraft to resend it a third time.Also, our pool equipment has not been working. Our automatic cleaner will not turn on and our water is now green. My husband found out they installed our solar pool panels incorrectly. I also found a small drip coming from the top of my patio where the solar pool panels are. They are here today trying to fix it.

RE: Customer Complaint #[redacted]We take a customer complaint seriously and strive to deliver quality products and services to all of our customers. Wehave been in contact with the customer for several months and unfortunately we cannot come to an agreement to settlethis matter. In this case we had...

an agreement to reimburse the customer for their electric bill if the project was notcompleted by an agreed upon date which we did not meet. The customer sent us their electric bill as requested and wecalculated the amount that we owed and we agreed to pay as promised.However there were additional delays because the customer postponed the project once for 2 week because of travelschedules and then an additional 6 week delay because the customer decided to do major electrical work that wediscovered need to be done to meet building code, which required scheduling with SDGE. In January we advised thecustomer that the earliest date we could get from SDGE was April 7th which we then scheduled with SDGE. This datewould have allowed us to complete the project no later than April 8th. However the customer advised us that they hadconnections and could get it done sooner. Unfortunately the customer was not able to get an early date with SDGE and asa result the customer work was not completed until May 18th, 6 weeks after our revised completion date. Once thecustomer work was completed we were only then able to call for the final building inspection and turn on the solarsystem a couple of days later.We regret any delay to customer projects and the resulting frustration this can cause. We have installed over 1,500 solarsystems and we are all to family with the complexities of dealing with utility companies, building code, permitting aswell as suppliers and scheduling. It this case we were clearly at fault for part of the delay. We take full responsibility andare more than willing to pay the customer for those delays that we caused. However we cannot be held accountable fordelays that were the result of the actions of the customer.We stand behind our commitments and have offered our customer the reimbursement for delays which we caused.Unfortunately the customer insists that we pay for all delays including those that we did not cause. We remain committedto settling this matter but at this point we are at an unfortunately impasse with this customer.Sincerely,[redacted]President/CEOSunCraft Solar, Inc.

RE: Customer Complaint #[redacted]
We take a customer complaint seriously and strive to deliver quality products and services to all of our customers. Wehave been in contact with the customer for several months and unfortunately we cannot come to an agreement to settlethis matter....

In this case we had an agreement to reimburse the customer for their electric bill if the project was notcompleted by an agreed upon date which we did not meet. The customer sent us their electric bill as requested and wecalculated the amount that we owed and we agreed to pay as promised.However there were additional delays because the customer postponed the project once for 2 week because of travelschedules and then an additional 6 week delay because the customer decided to do major electrical work that wediscovered need to be done to meet building code, which required scheduling with SDGE. In January we advised thecustomer that the earliest date we could get from SDGE was April 7th which we then scheduled with SDGE. This datewould have allowed us to complete the project no later than April 8th. However the customer advised us that they hadconnections and could get it done sooner. Unfortunately the customer was not able to get an early date with SDGE and asa result the customer work was not completed until May 18th, 6 weeks after our revised completion date. Once thecustomer work was completed we were only then able to call for the final building inspection and turn on the solarsystem a couple of days later.
We regret any delay to customer projects and the resulting frustration this can cause. We have installed over 1,500 solarsystems and we are all to family with the complexities of dealing with utility companies, building code, permitting aswell as suppliers and scheduling. It this case we were clearly at fault for part of the delay. We take full responsibility andare more than willing to pay the customer for those delays that we caused. However we cannot be held accountable fordelays that were the result of the actions of the customer.
We stand behind our commitments and have offered our customer the reimbursement for delays which we caused.Unfortunately the customer insists that we pay for all delays including those that we did not cause. We remain committedto settling this matter but at this point we are at an unfortunately impasse with this customer.
Sincerely,
[redacted]President/CEOSunCraft Solar, Inc.

The customer is requesting payment of her electric energy cost due to delays in construction. We originally agreed with the customer that we were responsible for some part of the delay and offered to reimburse the customer for the energy cost during the period  of delay that we were responsible for. However there was an additional period of delay that was beyond our control  which was the result of delays by the customer because they wanted to do some of their own electrical work in an effort to save money. We could not begin our work until the work done by the customer was completed. This caused additional delay to the project that were beyond our control and that was not our responsibility. We have attempted to find a compromise with our customer. Several months ago we offered an amount the was nearly double what we believe was owed. Unfortunately this was rejected by the customer. At this point there appears to be no compromise. We are committed to customer satisfaction and we value our relationships with each and every one of our 2,500 customers. However in this case fairness goes both ways and we do not believe the customer is being fair with us. With no compromise in sight we see no other solution that for this matter to be settled in small claims court.