SunPower Solar LLC

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 meSincerely, [redacted]

Complaint: [redacted] I spoke with sunpower on the 3/30/Smart energy repair technicians were supposed to come out on 3/and add a panel AND move other panels to address the under productionInstead they only added a panel(and cracked a roof tile) They didn't move any more panels and in fact did not even have a current idea of where the panels were on my roof until I emailed a image over on the 3/29/(However smart energy had previously come out to "check on my system" on 9/30/and again on 10/14/so I don't understand why they didn't have a current layout) I have not heard back sinceThey have come out multiple times in the past to "fix wires" ,"rewire" "move panels" and most recently added a panelI am withholding judgment until I see production at the level that I was promisedSincerely, [redacted]

On 9/15/2016, one of SunPower's supervisors contacted the customer and left a voice message to acknowledge his complaint On 9/16/2016, we were able to enggage with the customerThat same day, Fresno Economic Opportunity Commission, the installer, came by to check the system On 9/19/2016, Fresno Economic Opportunity Commission came back to toubleshoot the inverter and identified that they need to re-wire some strings Another visit was completed the next weekThey've found a small pinch in one of the wires which causes ground faultThe issue is now resolved but the customer needs to have an active internet communication to monitor the system The supervisor will re-enggage with the customer today, 9/29/to close-loopp and advise what they need to do moving forward Regards, Rae Katlyn [redacted] R [redacted] | Supervisor – Customer Service Global Business and Finance Services | office 1800.SUNPOWER | [redacted] @sunpower.com

Hi, ***.Thank you for your time on the phone with me. I'd like to recap our phone conversation today, to properly document our conversation in writing for your reference. Water consumption questions – SunPower is not in an industry to address and discuss this piece. That said, SunPower is not... liable to look into the water consumption issue. We highly encourage you to contact your water supplier to answer your water consumption questions.Additionally, there is an active internet communication error in your SunPower monitoring system. That means, the system is not connected properly in our server to report production data, which is important in tracking your system’s performance. As you know, part of your lease contract is the SunPower Performance Guarantee that protects you from any shortfall by the end of your anniversary year. Relative to the current communication error, we have sent a technician from one of our service partners, True South Renewables, to address the communication error. However, you are currently denying our technician to schedule further so that SunPower can complete the repair after several attempts on SunPower’s end because you have claimed that they’ve been (technician) onsite multiple times with no resolution. The official work order sent to our service partner was only completed once and it might be Poco Solar who has been scheduling with you in the past. For this, we sincerely apologize for the inconvenience.Please note that your Performance Guarantee might be suspended and SunPower will not be liable if the system won’t meet the guarantee at you anniversary.We at SunPower value your time and we just wanted to fulfill our obligation as agreed on the contract. We have no obligation to terminate the lease and remove our system off your roof, as you 20-year lease contract is fully executed and legally binding.Should you decide to continue with repairs, please feel free to give us a call at 1(800)786-7693 and we will be happy to assist you.Regards,MariaGlobal Business and Finance Services | office 1800.SUNPOWER | [redacted] @sunpower.com

The consumer has been contacted on 11/10/to acknowledge their complaint
Upon thorough review of the customer’s concerns, we have proposed an appropriate concession to assist in offsetting the financial obligation for the period of time that the system is under repairUnfortunately, the
consumer is not yet onboard with our resolutionWe have then discussed that we'll explore other options in making him whole
On the other hand, Mr***'s inverter is still under repair and will be replacedWe have ordered the replacement and the expected delivery date is between 11/16/& 11/20/The customer was provided with a detailed explanation and has responded with their mutual acceptanceWe will circle back with Mr*** once the materials have shipped to keep track of this case until resolution

On 10/19/16, one of SunPower's managers have spoken to *** ***, the new lesseeShe was offered a repayment plan which will allow her to pay back the past-due payments in addition to their regular monthly payments over an extended period of timeAnother solution offered
was a deferment plan which puts all past dues at end of the account's lease termHowever, *** declined both options and requested for the September payment to be waived instead
The said request has been processed on 10/26/

One of SunPower's supervisors assigned to *** *** concern about the system's under production has been in contact with the customer since 12/16/The latest engagement with the customer was last 3/30/to explain SunPower's next steps in getting the leased system
performing to planWe are closely working with the SunPower Dealer Installer to finalize the resolution and the customer was promised to be looped in to additional details within this week.
Additionally, SunPower has put a stop on the account's collections activity and will be resumed once the system is repaired
Regards,
Rae
Katlyn R** ***| Supervisor, Customer Service
Global Business and Finance Services|office 1800.SUNPOWER| ***@sunpower.com

Sent: Monday, November 02, 11:AMSubject: Rebuttal for Complaint No***Hello ***,This is SunPower’s rebuttal response for complaint no***The system’s under performance is already resolvedThe following are the resolution provided by SunPower:- Added more panels to the
system- Swap inveter from 6000m to 8000mSun System Technologies, one our 3rd service partners, fixed the issue on October 28,One of our supervisors, spoke with the consumer today and confirmed the fix. The consumer agreed that this issue is already resolvedWe consider this case as closed.Regards,Robert P*** | Supervisor, Customer ServiceGlobal Business and Finance Services|office 800-786-7693| ***

Complaint: ***I am rejecting this response because:
I have spent years and months trying to engage Sunpower; trying to fix an under producing system since DAY I am tired of the "promises" and "guarantees" I have received all of their "yearly production" summaries that show the system is NOT and HAS NOT performed as promised according to my contractYet I was the one that initiated contact with sunpower for under production again and againThe first year of service I spent months trying to work with sunpower before they sent a repair teamNow in my third year I have spent the last MONTHS of unanswered telephone calls, delays, lip service and awaited multiple "checks" of the system. Yes, since I complained to the Revdex.com they have returned my calls and they have scheduled repairs. However, they have attempted to "fix" the problem times now and tomorrow will be the fourth attemptI really hope it works this time. Please forgive me however, if I am still withholding judgment until such time as my system ACTUALLY produces what was promised years ago.Sincerely,*** ***

Complaint: ***I am rejecting this response because: I am in contact with po co regarding the water consumption and some other problems inc the monitoring system
they say they will contact you asking your permission to inspect your part of the problem
there is more than one problem with this unit
your response is you can provide me with a year lease with some equipment that does not work and it is binding like it or not I dont think this is correct
Sincerely,*** *** *** ***

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.
this matter is resolved as far as sun power is concerned
they charged full price for a unit that did not work for 8 months
I spent many hours waiting for a technition that did not arrive
as far as sun power is concerned their response is always the same
this lease is binding and you have no other choice
I want no refund from sun power   as you can see sun power lease is a terrible lease
and I would like to be removed from their binding lease
I will find a reliable repair man to inspect the problems that still exist
 
[redacted]
Sincerely, [redacted]

We apologize for any inconvenience that Mr. [redacted] has experienced. We understand and sympathize with our customers when their expectations are not fully met in terms of timely repair.  While every project is different, generally the time from issue detection up until the system fix can range from 15 to 25 business days (depending on the repair being made)
We have sorted out the miscommunication & other concerns with Mr. [redacted] relative to the timeline of fixing the SunPower Monitoring System & On 08/04/16, one of SunPower's Supervisors reached out to close loop and confirm that all issues as resolved with MR. [redacted]. He verbally confirm that everything has been resolved and that POCO Solar has explained & discussed that the SunPower monitoring system is now fixed.
This case is now resolved.

We had a ticket number ([redacted]) proactively created for the homeowner on August 5, 2015.On the same day, we sent out a service request to [redacted], which was the homeowner’s original dealer, to check the inverter error discovered on this particular lease. Our dealer failed to respond to the...

request, hence we reassigned the job to a 3rd party dealer - Sun System, to take care of the issue. SunSystem went on site and fixed the issue after two visits. The system was completely fixed on October 13, 2015. Our performance guarantee protects all our lease homeowners for any shortfall that may occur over the period of the contract. On this case, despite one inverter being down, the system was still able to produce average of 55% for the said period.  We opened a new ticket and has been in touch with [redacted] to address the complaint received.  Regards,
Yellownie C. L[redacted] | Supervisor, Customer Service

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. Sincerely, [redacted]

Hi, [redacted].Thank you for your time on the phone with me. I'd like to recap our phone conversation today, to properly document our conversation in writing for your reference. Water consumption questions – SunPower is not in an industry to address and discuss this piece. That said, SunPower is not...

liable to look into the water consumption issue. We highly encourage you to contact your water supplier to answer your water consumption questions.Additionally, there is an active internet communication error in your SunPower monitoring system. That means, the system is not connected properly in our server to report production data, which is important in tracking your system’s performance. As you know, part of your lease contract is the SunPower Performance Guarantee that protects you from any shortfall by the end of your anniversary year. Relative to the current communication error, we have sent a technician from one of our service partners, True South Renewables, to address the communication error. However, you are currently denying our technician to schedule further so that SunPower can complete the repair after several attempts on SunPower’s end because you have claimed that they’ve been (technician) onsite multiple times with no resolution. The official work order sent to our service partner was only completed once and it might be Poco Solar who has been scheduling with you in the past. For this, we sincerely apologize for the inconvenience.Please note that your Performance Guarantee might be suspended and SunPower will not be liable if the system won’t meet the guarantee at you anniversary.We at SunPower value your time and we just wanted to fulfill our obligation as agreed on the contract. We have no obligation to terminate the lease and remove our system off your roof, as you 20-year lease contract is fully executed and legally binding.Should you decide to continue with repairs, please feel free to give us a call at 1(800)786-7693 and we will be happy to assist you.Regards,MariaGlobal Business and Finance Services | office 1800.SUNPOWER | [redacted]@sunpower.com

As stated on our last correspondence, SunPower shall repair the customer's system. We have engaged with [redacted] on 4/7/16 to let her know of our next plan of action:
1.) Scheduled appointment on 4/12/16, Tuesday
2.) Relocate 5 panels from the SouthWest roof & add one (1) panel.
We are confident that after completing this fix, the system will be producing according to their signed contract.
Additionally, SunPower includes an industry-leading energy production guarantee with our lease, which ensures that the system will produce within an expected annual range of energy output. After 12 months from the interconnection date, the customer will receive a personalized statement outlining their system's energy production for the previous year, including any credits applicable to their account.
Please understand that we are committed to providing a win-win resolution for [redacted] and we will work closely with her and their authorized dealer to ensure we reach a resolution in a timely manner.
Regards,
Rae

On 9/15/2016, one of SunPower's supervisors contacted the customer and left a voice message to acknowledge his complaint.
On 9/16/2016, we were able to enggage with the customer. That same day, Fresno Economic Opportunity Commission, the installer, came by to check the system.
On 9/19/2016, Fresno...

Economic Opportunity Commission came back to toubleshoot the inverter and identified that they need to re-wire some strings.
Another visit was completed the next week. They've found a small pinch in one of the wires which causes ground fault. The issue is now resolved but the customer needs to have an active internet communication to monitor the system.
The supervisor will re-enggage with the customer today, 9/29/16 to close-loopp and advise what they need to do moving forward.
 
Regards,
Rae
 
Katlyn [redacted] | Supervisor – Customer Service
Global Business and Finance Services | office 1800.SUNPOWER | [redacted]@sunpower.com

To whom it may concern, I am writing this letter in response to the complaint filed by Mr. [redacted] with your offices on February 6, 2017. In the complaint, Mr. [redacted] states that SunPower has charged his account an additional $7.50 for not being set up on ACH for her monthly lease payments. ...

SunPower strives to provide best-in-class customer service and we truly regret if Mr. [redacted] experience has not met his expectation. This fee is clearly stated on the lease: Automatic Payment Discount: You will receive a $7.50 monthly discount if you agree to automatic Monthly Payments through your checking or savings account. You will not receive a $7.50 monthly discount if you do not make automatic Monthly Payments through your checking or savings account;  SunPower had not been enforcing this fee until December 1, 2016, notification went out to all [redacted]’s informing them that we would begin enforcing this fee.  It is the responsibility of the [redacted], to notify SunPower if they had any alternate methods of automatic payment such as online bill pay trough their bank, or PayPal.  Once they notified SunPower, this fee would be waived. We have waived this fee moving forward and would only be reinstated if this account ever becomes past due or defaults.  A credit pf $22.50 has been issued on Mr.  [redacted]’s account, to return the fees charged. If you have any further questions or concerns, please feel free to contact me by phone at 512.735.0880 or by email at [redacted]@SunPower.com.   Blanca [redacted] Executive Service Specialist 2900 Esperanza Crossing, Austin, TX 78758 Office 512.735.0880

Complaint: [redacted]
I spoke with sunpower on the 3/30/16. Smart energy repair technicians were supposed to come out on 3/26 and add a panel AND move 4 other panels to address the under production. Instead they only added a panel. (and cracked a roof tile) They didn't move any more panels and in fact did not even have a current idea of where the panels were on my roof until I emailed a image over on the 3/29/16. (However smart energy had previously come out to "check on my system" on 9/30/15 and again on 10/14/15 so I don't understand why they didn't have a current layout) I have not heard back since. They have come out multiple times in the past to "fix wires" ,"rewire"  "move panels" and most recently added a panel. I am withholding judgment until I see production at the level that I was promised. Sincerely,[redacted]