Sunergy

The Customer, [redacted] himself, has not been the one who has been submitting complaints. It is his daughter [redacted].  She is impersonating her father to try and make people believe that he was taken advantage of. She claims that her father is not in the right mind state to...

understand how this works, but in our records it clearly shows he was fully involved and adamant about going solar. It also raises a question in my head. In order to write such detailed and extensive complaints from his own memory, he would have to be very competent correct? Something was not lining up so I proceeded to get proof against this matter. I was reviewing all of the recordings and documents from this account. I would like to share some of the conversation that was communicated between myself and [redacted]s daughter [redacted]. Here is exact conversation pieces: [redacted]:"My father is not a stupid man, but I think he heard the words from a very smooth sales pitch that you are familiar with giving, and i'm sure you do it with the best intentions. I don't believe that you would intentionally perpetrate fraud. My father heard lots of good things like, he wont have to pay for a year and hes going to get money back" (which is true, the utility company provides Solar Renewable Energy Credit in return for producing clean power, and he was not responsible for payments for 12 months) We also compared his bill prior to any of this transpiring to ensure that he was saving money. After that statement I went in to say. "Now like you stated previously, you would say that your father is an intelligent man correct?"[redacted]: "Yes, yes he is. But my last comment was, lets come to a reasonable compromise so this does not cost you a ridiculous amount of money. Like I said I will pursue this legally if I have to, and I don't want to have to do that. I feel that under the conditions I have described with the old house, the old roof and him not understanding some of these conditions, I can't imagine a company as reputable as you say you are would do that knowingly, I cant imagine that."After that I stated to her that we would never install on a roof that did not have good structural integrity. She claims that we should have never installed the system because the roof is not in good shape. I also have a recording where [redacted] himself stated that his roof was in good shape.  She stated: "there are some bent shingles and a few dips in the roof" but never mentioned any real issues. Following that I reached out to the installer to retrieve pictures of the site survey and roofing information. The installer said that the roof is in great shape. They Sent over pictures for me to personally review and have as proof if necessary and it appeared that there was no structural damage or issues that would be questionable or prevent the system installation .My final conversation with the customer addressed that because they live so far apart she wasn't able to be there to advise him against it. That it was very unfortunate that it happened and that everything just changed so recently. I think because he had a recent visit to the doctor the daughter now wants [redacted] to move out to be with her, because of that they need to sell the house and having a solar system now puts a damper on the situation. She is attacking our company and creating false complaints against us to try and prove her point on a large scale.  In the end, we spoke to this customer and gave him updates throughout every process of the project, we had a manager confirm and review everything on his contract with him. The customer had the contract within his possession. Customer never had any resistance or concerns throughout this extensive time period after speaking with multiple people about his project. It is just unfortunate how things transpired with their life, but we in no way did anything to try and take advantage of this customer. His best interest was in mind from the very start. On Mon, Nov 21, 2016 at 1:53 PM, Revdex.com <[email protected]> wrote:November 21, 2016 Ms. Cristina R[redacted]Sunergy, Inc.208 N Orem BlvdOrem, UT 84057

Review: I received a gift card $100 and made several purchases with no issues, so I go into my local gas station and asked if I can use this gift card he said yes , but if the desired amount wasn't available ($30)that the credit card company would put a hold on the remaining balance. I said no problem, so he tried for the $30 but it wasn't available as he said might happen, but I noticed that the register showed $20.09 I questioned him and he assured me that it was just showing the balance on the card so I left this was on [redacted]. I then phoned the credit card company explained everything and he confirmed there was now a hold for the balance ( $20.09) and he apologized for the inconvenience. So today I phoned the credit card company to see if the hold was lifted and to both of our surprise the gas station processed the card as a purchase on the[redacted], so I went into the gas station today explained to the attendant the situation and he didn't want to hear it. I figured I would phone the credit card company while I was there and let the attendant speak with them but he still didn't want to hear it so the customer service representative [redacted] could go on the website that would show the purchase( a statement ) he seemed to feel better with thatidea and said he needed to see the statement so I did and sure enough it shows 2 separate transactions one declined on the [redacted] and then another just above it a purchase for $20.09 also on the [redacted] , but they processed it on the [redacted]. Now he is giving me excuses I explained its a mistake no big deal , but then he just started ignoring me told me come back on someone elses shift, which I was not about to do.I told him I would contact you guys and he didnt seem at all bothered.so I have the statement if there is a way to get it to you let me know I left both my email ajd phone number . Thank youDesired Settlement: I would just like my credit (refund) or just put that in gas it doesn't matter to me

Business

Response:

When the first time customer comes and complaints to our cashiers, she requests cash refunds. Our cashiers tells customer that they are not authorize to do this, only the manager could decide what to do. Customer gets angry and leaves. When cashiers told me this problem, I told them that if the customer comes back, she needs to provide us some detail information ( transaction date, amount, type of card, card number and if she has receipt approval number), so we can contact to our c/c merchant services and find out if there was a charge on that card.Customer comes on [redacted] and provides those information which we need .After our c/c merchant's research we were able to issue refund credit of $20.09 to customers card on same day. We called customer, and after customer came and signed the refund receipt, we gave her copy of it. This is the process we need to follow, but some customers they don't want to wait for the process, th ey are asking cash right a way.

Thank you,