Complaint: [redacted] I am rejecting this response because: I have not received $ [redacted] project delay checkI have not received in writing from new owner management years of Warranties and Guarantees of Sungevity Solar SystemI like to keep this open until these two problem are resolved.Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: I had no issue with my Roof prior to the Solar installationMy gutters were perfect and cappedI am seeing compensation for my gutter repair and the installation of a ROOF HEATER, so the Snow would no longer gather then Crash onto my property This is really either extreme incompetence or plain outright negligence ps: I just got a letter in the mail from Sungevity that they are filing for Bankruptcy...So they installed a system that for the next years I'm paying for, but now they won't have to give support?????? Sincerely, [redacted]
Hello, The Senior Solutions team has reviewed the complaint and has contacted the customer directlyWe will be working to investigate and evaluate a resolution Sincerely, Nate Thurston - Senior Solutions Manager
[redacted] 12, [redacted] Online: Response to Complaint Completed Online Revdex.com Broadway, Suite Oakland, CA Re: Revdex.com CASE#: [redacted] , Complaint by [redacted] Dear Sir or Madam, We’ve amicably resolved this matter with [redacted] , as his solar system passed inspection on [redacted] , and we’ve submitted for interconnection to his utilityWe intend to reimburse him for his electricity bill as an apology for the inconvenience of a longer than expected installation timeframeIt bears noting that it was still a speedy install; just not as speedy as we’d communicated to [redacted] it was likely to be If I can provide any additional details or answer any other questions, please let me know Sincerely, Sloane Morgan Customer Experience Officer [redacted] 12, [redacted] Online: Response to Complaint Completed Online Revdex.com Broadway, Suite Oakland, CA Re: Revdex.com CASE#: [redacted] , Complaint by [redacted] Dear Sir or Madam, We’ve amicably resolved this matter with [redacted] , as his solar system passed inspection on [redacted] , and we’ve submitted for interconnection to his utilityWe intend to reimburse him for his electricity bill as an apology for the inconvenience of a longer than expected installation timeframeIt bears noting that it was still a speedy install; just not as speedy as we’d communicated to [redacted] it was likely to be If I can provide any additional details or answer any other questions, please let me know Sincerely, Sloane Morgan Customer Experience Officer
Initial Business Response / [redacted] (1000, 8, 2014/12/30) */ December 29, Online Response to Complaint Revdex.com Broadway, Suite Oakland, CA XXXXX Re: Revdex.com Complaint Case# [redacted] (Ref#XX-XXXXXX-XXXXXXXX-X-XXX), [redacted] - XXXXXX Dear Revdex.com, We've received the above-referenced complaint and appreciate the opportunity to respond to the Revdex.com and Mr [redacted] Please note that we are also working directly with Mr [redacted] on a resolution, including compensation, to conclude the inverter problem, pursuant to the terms of the signed Lease Agreement between Mr [redacted] and Sungevity, dated January 17, ("Lease") A difficult to diagnose fault with a leading manufacturer's inverter is the source of the complaintSungevity worked with Mr [redacted] starting in May to diagnose this unexpected inverter failureThe inverter is produced by a SMA-America, which itself had trouble diagnosing and repairing the intermittent problemAs of December 10, 2014, we have replaced the inverter and the solar system is now producing electricity as expectedThis system is being closely monitored for any issues During this diagnosis and remedy period, in consideration of the unusual inverter fault that experienced, we agreed to Mr [redacted] 's request that he not pay the $17,pre-payment amount due under the LeaseTo date, Mr [redacted] has still not paid this amountHe has paid a deposit of $2,The system started to produce electricity as expected on December 10, We delayed requesting the $17,pre-payment amount to allow time for Mr [redacted] to feel comfortable that the solar system was producing as promised As of this writing, the system is producing as expected and we have initiated a call to Mr [redacted] to confirm that he is completely satisfied with the systemWe believe all matters are now resolved and we are ready to receive payment for the installed system at his homeAs mentioned above, we are conscious of Mr [redacted] 's patience during this unusual start-up, and we are monitoring the solar system very closely As to the payment owed under the Lease, we did not agree to Mr [redacted] 's request for a 75% discount off the owed $17,amountWe did, however, offer more compensation than the performance shortfall (the remedy pursuant to the terms of the Lease) in consideration for the length of time it took to resolve this matter and to thank Mr [redacted] for his patience while we investigated and solved this vexing issueSungevity's Director of Customer Service is discussing the conclusion of this matter including compensation with Mr [redacted] directly We believe that this matter will be finally resolved in the next week, and in the meantime, we are happy to further discuss this matter with the Revdex.comPlease let me know if I can provide further information Regards, [redacted] Customer Experience Officer Sungevity, Inc [redacted] Street, Suite [redacted] CA XXXXX Initial Consumer Rebuttal / [redacted] (2000, 13, 2015/01/07) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2015/11/11) */ Contact Name and Title: [redacted] , Customer E Contact Phone: [redacted] Contact Email: [redacted] @sungevity.com November 11, Re: Revdex.com Complaint Case# [redacted] (Ref#XX-XXXXXX-XXXXXXXX-X-XXX) Dear Revdex.com, I'm writing to let you know that Sungevity and Ms [redacted] have amicably resolved this matter Please contact me if there are any other questions that I may answerThanks for your assistance in resolving this matter Sincerely, [redacted] Customer Experience Officer Sungevity, Inc
Dear Revdex.com,Sungevity recently filed for Chapter BankruptcyDuring these hearings the particular asset of [redacted] system was auctioned off and Sungevity no longer owns this relationship therefore we will not be able to assist with service work moving forward [redacted] will want to reach out to the new owner to ask what this process might look like and how to move forwardIn order to learn more specifics about the bankruptcy there should be more details available here: https://www.kccllc.net/sungevity We also assume the new owners will reach out and introduce themselves soon.Blake Senior Manager
Complaint: [redacted] I am rejecting this response because: Though I am happy that my interconnection is now moving forward, I am currently unable to close out this complaint until I have actually received my reimbursementsI was promised those reimbursements several months ago and have been told plenty of times that they are "on their way"So I currently find it hard to trust that they truly are on their wayI find it unacceptable that a company that can charge me thousands in a day, can't find a faster way to reimburse a small amount, in less time than 3-weeks.Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/12/15) */ Team, I'm currently working on a resolution with this customerI will keep you postedWe will likely be swapping out the 7" mounts for the 4.4" mounts to lower the overall system profile Thanks ***
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 meThey don't seem to want to let me know who the new owner is, and I feel like I will just keep getting the same responseIt has already been since March, so whats another month, or year! Sincerely, [redacted]
October 4, Revdex.com Broadway, Suite Oakland, CA Re: Revdex.com CASE#: [redacted] Complaint by [redacted] (online response) Dear Sir or Madam, I want to send our sincere apology for mistakenly calling [redacted] once after he told us that he’d already chosen another vendor [redacted] address and telephone number will not be contacted and I have personally verified this deletion from our recordsI also emailed my personal apology and explanation to [redacted] immediately upon receiving this notice We’ve taken this as a training opportunity and reminded our teams of the importance of updating our systems since our goal is to delight customers, not the opposite! Sincerely, [redacted] Customer Experience Officer
Initial Business Response / [redacted] (1000, 5, 2015/12/17) */ Contact Name and Title: [redacted] , Customer E Contact Phone: Contact Email: [redacted] @sungevity.com DELIVERY BY WEBSITE December 17, Re: [redacted] Complaint (Complaint Case #: XXXXXXXX) Dear Revdex.com, We are in receipt of Mr [redacted] 's complaint dated December 2, and respectfully notifying you that I believe we have amicably resolved the issue by delivering the referral payment in question to Mr [redacted] by Fedex on or about Friday December 17, We believe this issue was caused by a Sungevity employee's inadvertent delivery of inaccurate messaging to Mr [redacted] about when he could expect delivery of referral paymentThus, he was expecting the payment to arrive weeks earlier than our standard - week processing time, which timing is triggered when the referred customer's solar system is interconnected to the utility We believe this satisfactorily resolves the issues raised in your correspondenceKindly contact me if there are any other questions that I may answer Sincerely, [redacted] Customer Experience Officer Sungevity, Inc
Complaint: [redacted] I am rejecting this response because:it says to contact the new owner but I have no clue who that isThey didn't provide that information so how can I? Sungevity still cashes my checks so....?Sincerely, [redacted]
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, the company contacted me today and the issue has been resolved [redacted] Sincerely, [redacted] ***
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 as long as they contact us within a reasonable time frameSincerely, [redacted]
Dear Revdex.com, Thank you for bringing this escalation to my attentionI have reviewed the complaint and found we are upholding our mutually agreed upon contractAs MrBirch stated, his system did not come with a Performance GuaranteeMr Birch pays per kWh that is producedHe should be seeing a significant savings as it is helping to keep him out of Tier and Tier pricing with his utility which happens to be anywhere from $.07- $.13+ less than what he was paying his utility prior to going solarOur sales team is unable to guarantee solar production offset for two main reasons 1) Weather varies and impacts solar production 2) Household usage changes (ie buying an electric car or new pool) I do appreciate you bringing the wording on our website to lightI have brought this to the attention of our software team and they plan to correct this with the next updateIf Mr Birch would like solar energy to offset a larger portion of his households energy use, I would recommend he call our sales team and consider buying a second system.Blake HazelriggSenior [email protected]
Dear Sir or Madam,I have called MrRamsey to let him know this referral payment has been approved by our accounting team and will be received within 2-weeksIf I can provide any additional details or answer any other questions, please let me know.Sincerely,Blake HazelriggSenior Solutions Manager
You guys are the most unorganized solar bunch that I have dealt with out of the or that I have been in contact with Even the patio cover company said the same thing to me I don't understand why there is such miscommunication among the Sungevity team Every time I talked to someone from Sungevity they acted like they had no clue of what was going on with my project Do not use this company!!!
Complaint: [redacted] I am rejecting this response because: I have not received $ [redacted] project delay checkI have not received in writing from new owner management years of Warranties and Guarantees of Sungevity Solar SystemI like to keep this open until these two problem are resolved.Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: I had no issue with my Roof prior to the Solar installationMy gutters were perfect and cappedI am seeing compensation for my gutter repair and the installation of a ROOF HEATER, so the Snow would no longer gather then Crash onto my property This is really either extreme incompetence or plain outright negligence ps: I just got a letter in the mail from Sungevity that they are filing for Bankruptcy...So they installed a system that for the next years I'm paying for, but now they won't have to give support?????? Sincerely, [redacted]
Hello, The Senior Solutions team has reviewed the complaint and has contacted the customer directlyWe will be working to investigate and evaluate a resolution Sincerely, Nate Thurston - Senior Solutions Manager
[redacted] 12, [redacted] Online: Response to Complaint Completed Online Revdex.com Broadway, Suite Oakland, CA Re: Revdex.com CASE#: [redacted] , Complaint by [redacted] Dear Sir or Madam, We’ve amicably resolved this matter with [redacted] , as his solar system passed inspection on [redacted] , and we’ve submitted for interconnection to his utilityWe intend to reimburse him for his electricity bill as an apology for the inconvenience of a longer than expected installation timeframeIt bears noting that it was still a speedy install; just not as speedy as we’d communicated to [redacted] it was likely to be If I can provide any additional details or answer any other questions, please let me know Sincerely, Sloane Morgan Customer Experience Officer [redacted] 12, [redacted] Online: Response to Complaint Completed Online Revdex.com Broadway, Suite Oakland, CA Re: Revdex.com CASE#: [redacted] , Complaint by [redacted] Dear Sir or Madam, We’ve amicably resolved this matter with [redacted] , as his solar system passed inspection on [redacted] , and we’ve submitted for interconnection to his utilityWe intend to reimburse him for his electricity bill as an apology for the inconvenience of a longer than expected installation timeframeIt bears noting that it was still a speedy install; just not as speedy as we’d communicated to [redacted] it was likely to be If I can provide any additional details or answer any other questions, please let me know Sincerely, Sloane Morgan Customer Experience Officer
Initial Business Response / [redacted] (1000, 8, 2014/12/30) */ December 29, Online Response to Complaint Revdex.com Broadway, Suite Oakland, CA XXXXX Re: Revdex.com Complaint Case# [redacted] (Ref#XX-XXXXXX-XXXXXXXX-X-XXX), [redacted] - XXXXXX Dear Revdex.com, We've received the above-referenced complaint and appreciate the opportunity to respond to the Revdex.com and Mr [redacted] Please note that we are also working directly with Mr [redacted] on a resolution, including compensation, to conclude the inverter problem, pursuant to the terms of the signed Lease Agreement between Mr [redacted] and Sungevity, dated January 17, ("Lease") A difficult to diagnose fault with a leading manufacturer's inverter is the source of the complaintSungevity worked with Mr [redacted] starting in May to diagnose this unexpected inverter failureThe inverter is produced by a SMA-America, which itself had trouble diagnosing and repairing the intermittent problemAs of December 10, 2014, we have replaced the inverter and the solar system is now producing electricity as expectedThis system is being closely monitored for any issues During this diagnosis and remedy period, in consideration of the unusual inverter fault that experienced, we agreed to Mr [redacted] 's request that he not pay the $17,pre-payment amount due under the LeaseTo date, Mr [redacted] has still not paid this amountHe has paid a deposit of $2,The system started to produce electricity as expected on December 10, We delayed requesting the $17,pre-payment amount to allow time for Mr [redacted] to feel comfortable that the solar system was producing as promised As of this writing, the system is producing as expected and we have initiated a call to Mr [redacted] to confirm that he is completely satisfied with the systemWe believe all matters are now resolved and we are ready to receive payment for the installed system at his homeAs mentioned above, we are conscious of Mr [redacted] 's patience during this unusual start-up, and we are monitoring the solar system very closely As to the payment owed under the Lease, we did not agree to Mr [redacted] 's request for a 75% discount off the owed $17,amountWe did, however, offer more compensation than the performance shortfall (the remedy pursuant to the terms of the Lease) in consideration for the length of time it took to resolve this matter and to thank Mr [redacted] for his patience while we investigated and solved this vexing issueSungevity's Director of Customer Service is discussing the conclusion of this matter including compensation with Mr [redacted] directly We believe that this matter will be finally resolved in the next week, and in the meantime, we are happy to further discuss this matter with the Revdex.comPlease let me know if I can provide further information Regards, [redacted] Customer Experience Officer Sungevity, Inc [redacted] Street, Suite [redacted] CA XXXXX Initial Consumer Rebuttal / [redacted] (2000, 13, 2015/01/07) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2015/11/11) */ Contact Name and Title: [redacted] , Customer E Contact Phone: [redacted] Contact Email: [redacted] @sungevity.com November 11, Re: Revdex.com Complaint Case# [redacted] (Ref#XX-XXXXXX-XXXXXXXX-X-XXX) Dear Revdex.com, I'm writing to let you know that Sungevity and Ms [redacted] have amicably resolved this matter Please contact me if there are any other questions that I may answerThanks for your assistance in resolving this matter Sincerely, [redacted] Customer Experience Officer Sungevity, Inc
Dear Revdex.com,Sungevity recently filed for Chapter BankruptcyDuring these hearings the particular asset of [redacted] system was auctioned off and Sungevity no longer owns this relationship therefore we will not be able to assist with service work moving forward [redacted] will want to reach out to the new owner to ask what this process might look like and how to move forwardIn order to learn more specifics about the bankruptcy there should be more details available here: https://www.kccllc.net/sungevity We also assume the new owners will reach out and introduce themselves soon.Blake Senior Manager
Complaint: [redacted] I am rejecting this response because: Though I am happy that my interconnection is now moving forward, I am currently unable to close out this complaint until I have actually received my reimbursementsI was promised those reimbursements several months ago and have been told plenty of times that they are "on their way"So I currently find it hard to trust that they truly are on their wayI find it unacceptable that a company that can charge me thousands in a day, can't find a faster way to reimburse a small amount, in less time than 3-weeks.Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/12/15) */ Team, I'm currently working on a resolution with this customerI will keep you postedWe will likely be swapping out the 7" mounts for the 4.4" mounts to lower the overall system profile Thanks ***
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 meThey don't seem to want to let me know who the new owner is, and I feel like I will just keep getting the same responseIt has already been since March, so whats another month, or year! Sincerely, [redacted]
October 4, Revdex.com Broadway, Suite Oakland, CA Re: Revdex.com CASE#: [redacted] Complaint by [redacted] (online response) Dear Sir or Madam, I want to send our sincere apology for mistakenly calling [redacted] once after he told us that he’d already chosen another vendor [redacted] address and telephone number will not be contacted and I have personally verified this deletion from our recordsI also emailed my personal apology and explanation to [redacted] immediately upon receiving this notice We’ve taken this as a training opportunity and reminded our teams of the importance of updating our systems since our goal is to delight customers, not the opposite! Sincerely, [redacted] Customer Experience Officer
Initial Business Response / [redacted] (1000, 5, 2015/12/17) */ Contact Name and Title: [redacted] , Customer E Contact Phone: Contact Email: [redacted] @sungevity.com DELIVERY BY WEBSITE December 17, Re: [redacted] Complaint (Complaint Case #: XXXXXXXX) Dear Revdex.com, We are in receipt of Mr [redacted] 's complaint dated December 2, and respectfully notifying you that I believe we have amicably resolved the issue by delivering the referral payment in question to Mr [redacted] by Fedex on or about Friday December 17, We believe this issue was caused by a Sungevity employee's inadvertent delivery of inaccurate messaging to Mr [redacted] about when he could expect delivery of referral paymentThus, he was expecting the payment to arrive weeks earlier than our standard - week processing time, which timing is triggered when the referred customer's solar system is interconnected to the utility We believe this satisfactorily resolves the issues raised in your correspondenceKindly contact me if there are any other questions that I may answer Sincerely, [redacted] Customer Experience Officer Sungevity, Inc
Thank you for your feedbackWe will be reviewing the case and reaching out to the customer directly for additional information
Complaint: [redacted] I am rejecting this response because:it says to contact the new owner but I have no clue who that isThey didn't provide that information so how can I? Sungevity still cashes my checks so....?Sincerely, [redacted]
Final Consumer Response / [redacted] (2000, 6, 2014/06/18) */ Sungevity has resolved the problem to our satisfactionI withdraw the complaint
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, the company contacted me today and the issue has been resolved [redacted] Sincerely, [redacted] ***
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 as long as they contact us within a reasonable time frameSincerely, [redacted]
Dear Revdex.com, Thank you for bringing this escalation to my attentionI have reviewed the complaint and found we are upholding our mutually agreed upon contractAs MrBirch stated, his system did not come with a Performance GuaranteeMr Birch pays per kWh that is producedHe should be seeing a significant savings as it is helping to keep him out of Tier and Tier pricing with his utility which happens to be anywhere from $.07- $.13+ less than what he was paying his utility prior to going solarOur sales team is unable to guarantee solar production offset for two main reasons 1) Weather varies and impacts solar production 2) Household usage changes (ie buying an electric car or new pool) I do appreciate you bringing the wording on our website to lightI have brought this to the attention of our software team and they plan to correct this with the next updateIf Mr Birch would like solar energy to offset a larger portion of his households energy use, I would recommend he call our sales team and consider buying a second system.Blake HazelriggSenior [email protected]
Dear Sir or Madam,I have called MrRamsey to let him know this referral payment has been approved by our accounting team and will be received within 2-weeksIf I can provide any additional details or answer any other questions, please let me know.Sincerely,Blake HazelriggSenior Solutions Manager
You guys are the most unorganized solar bunch that I have dealt with out of the or that I have been in contact with Even the patio cover company said the same thing to me I don't understand why there is such miscommunication among the Sungevity team Every time I talked to someone from Sungevity they acted like they had no clue of what was going on with my project Do not use this company!!!