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

Complaint: [redacted]
I am rejecting this response because:
[redacted]
[redacted]
[redacted]
[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 5 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 brackets. then month later water still came in other place I called and they sent 2 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 4 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 roof. I 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]

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]
[redacted] | Supervisor – Customer Service
Global Business and Finance Services | office 1800.SUNPOWER | [redacted]

This is to acknowledge the complaint filed by [redacted] through Revdex.com with assigned ID: [redacted].
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Ticket number [redacted] was created on 8/3/2015 when the homeowner called to initially report that there’s a roof leak due to solar installation. This 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 issue. A new ticket ([redacted]) for his reference has been generated as we send out a service request to the original installer to fix the roof issue. The 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 replaced. We 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 C. Laviña | Supervisor, Customer Service
Global Business and Finance Services | [redacted]

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 1 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 22 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 yet. The 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 1 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 it.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: when I spoke to Sun power on 10/18 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 10/18 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 10/22/16 I have not heard back from Sun power.
Regards,
[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 12/17/15. We have committed that the data reporting issue will be resolved on 12/17/15. The portal was fully restored on 12/18/15 and the customer has been contacted. Just today, our Executive Supervisor confirmed with the customer over the phone that all issues are addressed. This matter can be closed out. Regards, [redacted] | Team Lead – Customer Escalations Global Business and Finance Services | office 1800.SUNPOWER | k[redacted]

Complaint: [redacted]
I am rejecting this response because: I did not remember to sign this paper,  I need my husband to help me to read understand the email you sent me, he went to abroad, Would you please give me more time?
Thank you very much! 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I feel I'm getting a run around they tell Me somebody will call or inspect the roof but no body has contacted Me and with the rain  coming in roof from poor installation of system my roof plywood and attic insulation is getting wet and will need to be replaced, I set 1 picture of shingles with too many holes in it . Please help Me with this matter, thank You om
Regards,
[redacted]

Mr. [redacted] was contacted on 10/14/2016 and today (10/18/2016) because his complaint was escalated to a higher level. Mr. [redacted]'s complaint is currently under review and discussing with the installer to validate his concerns. Will 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]

On 8/29/16, Yellow, one of SunPower's supervisors, has engaged with Mr. [redacted] via email to acknowledge his concerns. Since then, we are working closely with Smart Energy Solar, Inc. in repairing his damaged panel. Smart Energy Solar, Inc. went out onsite on 11/02/16 to replace the damaged...

panel which was confirmed by Mr. [redacted] today. Mr. [redacted]'s request in adding more panels to his existing system has been endorsed to Smart Energy Solar, Inc. for their sales team to review & SunPower will follow-up once more details are supplied by  Smart Energy Solar, Inc.

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 2/13/16 I have not herd anything from the solar system installer company no phone call or letter!

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]

We have acknowledged and addressed all of the customers concerns. Both SunPower and customer have agreed to compensation related to experience and all loss incurred.

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Regards,
[redacted]
 
[redacted] | Supervisor – Customer Service
Global Business and Finance Services | office 1800.SUNPOWER | [redacted]

As of this writing, one of Infinity Solar's technician went onsite to patch a few holes from the customer's property.
One of our supervisors has contacted Mr. [redacted] and made him aware that SunPower will send a third party Service Partner to get an analysis about the roof leak onsite. Attached is the email notification we have sent to the customer before the phone conversation with him few minutes ago.
SunPower shall follow up with the customer by Friday, 2/19/16 or Monday, 2/22/16.
Regards,
[redacted]
[redacted] | Supervisor – Customer Service
Global Business and Finance Services | office 1800.SUNPOWER | [redacted]

The UCC was disclosed in the lease contract signed by Mr. [redacted] which he can locate on page 7, numeral 10 and listed below for his reference:


10. 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 2869 of the California Public Utilities Code. If 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 Premises. You 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 System. You 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 23 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]
[redacted] | Supervisor – Customer Service
Global Business and Finance Services | office 1800.SUNPOWER | [redacted]@sunpower.com