SunPower Capital, LLC - c/o SunPower Corporation, Systems

Complaint: [redacted] I am rejecting this response because: Yes, a higher level person in customer service did respond quickly to me after receiving the complaint via the Revdex.com However, the current problem with the broken inverters is far from being resolved When their response letter says that they are working towards resolving this in a timely manner, I would not consider month (so far) waiting for broken inverters to be replaced to be a timely response In fact, when I spoke with the CS rep at Sunpower, there was confusion because they seemed to think the inverters had already been delivered to the contractor when what they were looking at was the delivery on August of the first set of replacement inverters which arrived broken The best information I have so far from the CS rep at Sunpower is that she thinks the new, new inverters were delivered to the contractor, but they were missing a communication card and they are still waiting on that So maybe the inverters are delivered, but even if they are they are not in a condition ready to be installed yetThe CS rep also promised to generate a production report from the previous year to send to me which I have not yet received (since our phone call week ago)So, while I feel a little better in that I now have one specific person with whom I can correspond about my problems, I feel that this situation is far from resolved and very little confidence that it is in fact proceeding in a timely manner In addition, the response above mentions the production guarantee However, the CS rep could not provide me with any information to relieve my concerns about how they are going to figure my spotty and unmonitored energy production with their expected energy production figures What would help me understand a little is the production report from the previous year, which she (and others in the past) promised to send me but I have yet to see itRegards, [redacted] ***

Hi Revdex.com, Here’s our response on the attached complaint 84, 106);">SunPower has been in constant communication with the customer in trying to resolve the issue & one of our executive supervisors has reached out on 12/17/We have committed that the data reporting issue will be resolved on 12/17/The portal was fully restored on 12/18/and the customer has been contactedJust today, our Executive Supervisor confirmed with the customer over the phone that all issues are addressedThis matter can be closed outRegards, [redacted] | Team Lead – Customer Escalations Global Business and Finance Services | office 1800.SUNPOWER | k [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 Regards, [redacted] as of 2/13/I have not herd anything from the solar system installer company no phone call or letter!

This is to acknowledge the complaint filed by [redacted] through Revdex.com with assigned ID: [redacted] UI',sans-serif"> Ticket number [redacted] was created on 8/3/when the homeowner called to initially report that there’s a roof leak due to solar installationThis ticket was closed after over a month of not hearing from the homeowner and his original installer – Infinity Solar On 2/3/2016, the homeowner contacted SunPower to report the same issueA new ticket ( [redacted] ) for his reference has been generated as we send out a service request to the original installer to fix the roof issueThe installing partner holds a five-year warranty on Lease installations As of 2/8/16, we have been in contact with the customer and he has requested the shingles to be replacedWe have discussed that SunPower shall coordinate with the installing partner, Infinity Solar, first & will follow up with him on next steps towards the end of this week This complaint is logged in our system with ticket number [redacted] Thank you Regards, Yellownie CLaviña | Supervisor, Customer Service Global Business and Finance Services | [redacted]

SunPower’s partner, SunTime Energy Builders, has already moved out of panels to the south side of the house to maximize production and are waiting on materials to reverse tilt the remaining panels so that they are also south facingOnce the relocvation of panels are completed, we are confident that the system production will meet the guaranteed production range per the lease contract.Additionally, SunPower is in the process of doing a price restrcuture on the lease to bring the rate/kWh down & make the lease more economically beneficial for the customer.This has been discussed with the lessee and they are onboard with our resolution Regards, [redacted] | Supervisor – Customer Service Global Business and Finance Services | office 1800.SUNPOWER | [redacted]

Complaint: [redacted] I am rejecting this response because: [redacted] Hi can you please reopen this case,I have not herd from the installer for repairs and the water is still coming in the attic roof , thank you [redacted] I had solar system panels put on roof and before installation of panels I had no water leaks in roof, after panels put on roof found water leak after about months, inspected and found water coming in from installation of panel bracket, called installer they came and found no sealer under bracket for lag bolt, they sealed it and did few other bracketsthen month later water still came in other place I called and they sent roofers they use and they sealed other spots and then they tell me water was coming in from my nails under shingles so I coated nails and let it go for few months , and then one rainy day water came in from my a/c vent in both my bedroom and other bed room causing damage to ceiling , now I did not want to waste their time so I removed piece of sheet rock and inspect roof sheeting and beams ,I found water coming in at wood beam running down and dripping on sheet rock which came though vents on ceiling , so I went on roof and located area and removed bracket for pipe they installed and found holes in roof under plate they installed for pipe had no sealer and should only be one hole , I called them they sent man over and he sealed holes in roof and did few other areas on roofI now had enough with fixing spots and want roof shingles replaced as they put too many holes in roof and plywood will get rotted , please help Me thank You and now it's still coming in found other stops on roof! Regards, [redacted]

On 8/29/16, Yellow, one of SunPower's supervisors, has engaged with Mr [redacted] via email to acknowledge his concernsSince then, we are working closely with Smart Energy Solar, Incin repairing his damaged panelSmart Energy Solar, Incwent out onsite on 11/02/to replace the damaged panel which was confirmed by Mr [redacted] todayMr [redacted] 's request in adding more panels to his existing system has been endorsed to Smart Energy Solar, Incfor their sales team to review & SunPower will follonce more details are supplied by Smart Energy Solar, Inc

Mr [redacted] was contacted on 10/14/and today (10/18/2016) because his complaint was escalated to a higher levelMr***'s complaint is currently under review and discussing with the installer to validate his concernsWill provide additional time to provide feedback regarding next steps or resolution

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 Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: when I spoke to Sun power on 10/I asked Sun power to cancel and to come and remove their equipment that they had installed and their response was that they could reduce my bill when my bill should have never been higher than what I was paying In addition, I was told by the female that called me 10/that I shouldn't had reported them to Revdex.com my response to her was that I tried to solve this situation on my own but I felt that they did not listen to my concerns and that I could not afford to pay a higher utility bill As of today 10/22/I have not heard back from Sun power Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because:I have not received any financial compensation at this point I have sent copies of previous end of the year reports for comparison Prompt attention to this matter is appreciated because of the additional costs incurred through financing of extra costs from broken components Regards, [redacted]

The UCC was disclosed in the lease contract signed by Mr [redacted] which he can locate on page 7, numeral and listed below for his reference: UCC and Real Estate Filings: If the System is located in California, you agree that Lessor may record a Notice of an Independent Solar Energy Producer Contract with the county recorder’s office, pursuant to Section of the California Public Utilities CodeIf the System is located in any other State, you consent to any regulatory or governmental filing that is consistent with this Lease and applicable law, including a formal notice of this Lease which, among other things, provides record notice that the System is not a fixture to the PremisesYou hereby authorize Lessor and its agent(s) to file in the public records, including real estate records, such other instruments as may be appropriate or desirable (such as precautionary UCC financing statement(s) and fixture filing(s)) to put others on notice of Lessor’s interests in the SystemYou also agree, if Lessor so requests, to execute and permit Lessor or its agents to record in the applicable real estate records an easement to the effect that Lessor has the right to access the Property for the purposes described in Section below and to use reasonable best efforts to obtain the consent of any mortgagee(s) of the Property to this Lease or the disclaimer by such mortgagee(s) to any interest in the System Regards, [redacted] | Supervisor – Customer Service Global Business and Finance Services | office 1800.SUNPOWER | [redacted] @sunpower.com

Complaint: ***
I am rejecting this response because:
I am only rejecting because as of the morning of Wednesday 10/5/neither the second inverter nor the monitoring system has been put into place No one came on Monday as expected and I have not heard from Evoke about the expected date to do the workWe have had cloudy and slightly rainy weather here.
One inverter was replaced within the past days however and it seems to be working.
Regards,
*** ***

I am writing this letter in response to the complaint filed with the Revdex.com (Revdex.com) on November 21, I appreciate the opportunity to address the customer’s concernsIn the complaint, the customer
indicates that after signing the SunPower Lease, they have not received what they claim was promised to them during the sales processSpecifically, the customer said that SolarMax, the dealer that sold them the SunPower Lease, promised that the SunPower system would save them 40% in utility expenses each yearAdditionally, they claim that SolarMax indicated that Southern California Edison (SCE) would increase their utility pricing by 10-15% every yearAfter signing the Lease, they indicate that they did not receive the savings they were promised by SolarMax Neither SunPower nor its authorized dealers guarantee energy bill offset or return on investment. We guarantee the pricing and the production totals as defined within the customer’s signed lease agreementThe Production Guarantee, outlined on Page of the customer’s Lease agreement specifically outlines what the system is expected to produce for each year of the Lease termAdditionally, it outlines at what rate per kilowatt-hour (kWh) SunPower reimburses customers if the system fails to meet the production listed on page In other words, SunPower cannot guarantee savings, we can only guarantee what a customer pays for the energy provided by the SunPower system
The customer also indicated that they never signed a contract with SunPower and that the signature did not resemble hersOur records reflect the Lease was electronically signed on August 12, Since we utilize Adobe Sign, an electronic signature service, the signature will not resemble a customer’s physical signature; however, I have included a copy of the physically signed Certificate of Acceptance (attached)I have also included a copy of the electronically signed Lease agreement with SunPower
We trust this response addresses the customer’s concernsIf you have additional questions, feel free to contact me directly at *** or by email at ***
*** * ***
Office ***
Executive Service Specialist

Complaint: ***
I am rejecting this response because:
They are not permanently releasing the UCC filing and the UCC filing is showing up as a Lien and is not covered under my agreement that I would have a lien and was not disclosed
Regards,
*** ***

Dear Revdex.com,HO was contacted within hours after a case 00*** was generated for an “Internet Communication Down” Error was flaggedThe error is intermittent hence a work order was sent to one of SunPower’s Service Partners, Power OverhaulPower Overhaul went onsite on 1/13/& we
are actively monitoring the site for days until we consider the error fully containedThe Year 1’s Performance Guarantee States that the system has produced according to planPlease see attached report.The customer is scheduled to be called back on 1/27/17.Let me know if you have questions.Regards,*** *** *** | Senior Escalations SpecialistGlobal Business and Finance Services | office *** | ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
* ***

Hi Revdex.com,
Thank you for giving us the opportunity to address this complaint
Prior to this complaint, Sunpower has done its due diligence in replacing the inverter and reimbursing the homeowner with the shortfall based on the system's annual production target stipulated on the Lease
AgreementNonetheless, we have reached out to the homeowner on 12/9/& are committed into working with the customer to get into a favorable resolution and looking into possible additional compensation for the homeowner in the instances that the inverter was down and not producing energyRegards,
*** ** *** | Supervisor, Customer ServiceGlobal Business and Finance Services | office *** | ***

SunPower’s partner, SunTime Energy Builders, has already moved 8 out of 12 panels to the south side of the house to maximize production and are waiting on materials to reverse tilt the remaining 4 panels so that they are also south facing. Once the relocvation of panels are completed, we are...

 confident that the system production will meet the guaranteed production range per the lease contract.Additionally, SunPower is in the process of doing a price restrcuture on the lease to bring the rate/kWh down & make the lease more economically beneficial for the customer.This has been discussed with the lessee and they are onboard with our resolution. 
Regards,
[redacted] | Supervisor – Customer Service
Global Business and Finance Services | office 1800.SUNPOWER | [redacted]

Complaint: [redacted]
I am rejecting this response because:
UCC does not equal a lien on my property. This is negatively impacting me and I did not agree to this. A “Lien” was not disclosed by contract or sales.

Regards,
[redacted]