From: Vice President of Operations Date: Tue, Aug 12, at 3:PM Subject: complaint ID [redacted] To: [redacted] < [redacted] > To Whom in may concern: In reference to complaint ID [redacted] We have been in contact with this client in regards to their complaintsAfter conversation with the customer we have agreed collectively that we need to wait until after their system has been installed for an entire year before doing an evaluation We do know that their system is running properly via the online monitoring system we installed in their home After the end of October we will do an entire evaluation of the system they purchased and if necessary will take steps to resolve any savings issues they have Please let me know if any additional information is needed on this matter Thank you for your understanding Best, Yvette [redacted] Y [redacted] Vice President of Operations [email protected] ###-###-#### Lynnwood Rd Allentown Pa
Dear [redacted] :This letter is regards to our customer [redacted] and [redacted] Complaint # [redacted] **, and [redacted] purchased a panel solar system and roof from us 1/7/which was then installed for then 1/- 1/29/I then heard from [redacted] 8/26/who was very upset about what they felt like they told at the time of the initial saleShe said she was told that she would not have an electric bill at all after the solar was installed, also, that if she did not like the system our Company would come back and take the product and give her a full refundI did explain to her at the time that the system she purchased should, on average, be producing 240Kw a monthThis was about 30% of their average usageOur contract clearly states that we do make any promised savings with this type of system as it does depend on the weatherThere is nowhere stating we offer any type of full refundI was very unhappy to hear that a Customer thought that our representative deliberately lied to themThe person who sold this contract is no longer employed with our Company so I have no way of hearing another side to this story.Our goal is to always make our customers happy, after a long review and speaking with the owner of my concerns, we did offer the [redacted] additional panels at no costThis transaction is going through legal steps at this point So we can get the work Completed for themI do understand that frustrations are high in this situation but we are doing everything we can to make them happy and as quickly as we canWe are more doubling the amount of panels for them at no costThis is entirely out of good faith to try to make them happy with the situationAs a business we need to make sure we taking the correct legal steps alsoDealing with lawyers is not always the quickest route but we do believe so that both parties are protected it is the bestIf there are any suggestions or anything else you would like us to do for this customer, please let me know,Thank you, Yvette Y V.Pof Operations
From: Vice President of Operations Date: Tue, Aug 12, at 3:PM Subject: complaint ID [redacted] To: [redacted] < [redacted] > To Whom in may concern: In reference to complaint ID [redacted] We have been in contact with this client in regards to their complaintsAfter conversation with the customer we have agreed collectively that we need to wait until after their system has been installed for an entire year before doing an evaluation We do know that their system is running properly via the online monitoring system we installed in their home After the end of October we will do an entire evaluation of the system they purchased and if necessary will take steps to resolve any savings issues they have Please let me know if any additional information is needed on this matter Thank you for your understanding Best, Yvette [redacted] Y [redacted] Vice President of Operations [email protected] ###-###-#### Lynnwood Rd Allentown Pa
Dear [redacted] :This letter is regards to our customer [redacted] and [redacted] Complaint # [redacted] **, and [redacted] purchased a panel solar system and roof from us 1/7/which was then installed for then 1/- 1/29/I then heard from [redacted] 8/26/who was very upset about what they felt like they told at the time of the initial saleShe said she was told that she would not have an electric bill at all after the solar was installed, also, that if she did not like the system our Company would come back and take the product and give her a full refundI did explain to her at the time that the system she purchased should, on average, be producing 240Kw a monthThis was about 30% of their average usageOur contract clearly states that we do make any promised savings with this type of system as it does depend on the weatherThere is nowhere stating we offer any type of full refundI was very unhappy to hear that a Customer thought that our representative deliberately lied to themThe person who sold this contract is no longer employed with our Company so I have no way of hearing another side to this story.Our goal is to always make our customers happy, after a long review and speaking with the owner of my concerns, we did offer the [redacted] additional panels at no costThis transaction is going through legal steps at this point So we can get the work Completed for themI do understand that frustrations are high in this situation but we are doing everything we can to make them happy and as quickly as we canWe are more doubling the amount of panels for them at no costThis is entirely out of good faith to try to make them happy with the situationAs a business we need to make sure we taking the correct legal steps alsoDealing with lawyers is not always the quickest route but we do believe so that both parties are protected it is the bestIf there are any suggestions or anything else you would like us to do for this customer, please let me know,Thank you, Yvette Y V.Pof Operations