Trailblazer Inc.

Dear Sir or Madam. Since the customer is highly not happy with the quality; we will move forward with the removal of the system at the $charge and waive the remainder of the lease term and the Energy Efficiency contract if the customer is willing to sign a Mutual Termination agreement. I will have his AM forward the information to him. Please let me know if the customer requires any additional information. Best Regards. Barbara H***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11102756, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I do not accept due to fact that everything that the business responded with has been done alreadyWe have access to the monitoring site and I have created a spreadsheet that shows usage from last year and usage from the same months and what the energy company credited us with as far as energy going back into the systemThere is no increase in usage but yet the solar panels are not saving us any money.The fictitious number that I alluded to is exactly thatThey conducted a test to see if the house was sealed or needed sealing to make it energy efficientThe house was considered efficient by government standards therefore they advised that they could not do any sealing of any kind but if we wanted to stay in the program we could get a Nest thermostat and LED light bulbsThere was no test afterward as they did not have to do one since there was no sealing done to the houseSo to say that the number they use as a savings due to the test and the energy efficiency upgrades, is a lie.The month payments that they so called deferred to the end of the contract is a lie as wellAfter we signed the document and sent it in, we got a bill stating that our payment due was now $instead of $Why did our agreed upon monthly payment go up? Also, how was this done to allow time to fix a small piece of equipment that has yet to be fixed even though the month time period has already elapsed.They say they have been working toward a solution but they have notWe have made many phone calls and complaints to them to find out why we are not saving any money and all they continued to tell us was that they were even though the numbers prove without a doubt that they are notIt was only through a threat of legal action did they finally send someone out to the house to check to make sure the equipment that they claimed was working perfectly was, and sure enough it wasn't, which by the way has still not been fixed.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11870272, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***

Dear Sir or Madam. I have reviewed this complaint and am very sorry that the customer is dissatisfied with the product. In preparation for the discussion, I have listened to all phone calls made between JV and the Customer as well as reviewed the system production and the customer's
bills. We usually do not do an analysis of savings until the end of the first full year of production. Weather, summer and levelized billing all have an impact on reviewing savings prior to the end of a full twelve month period. For this customer, the first full month of production was June 2016. We did initially have some issues with the system and accordingly, did not start billing until May 2016. I am going to issue a credit to the customer's account for the month they paid that their system was not fully performing. The main issue is that the customer went off levelized billing just before the summer began. Unfortunately, levelized billing allows bills to remain the same whether the actual bills are higher or lower. There is no way to determine the productivity of a solar system after three full months of production in this instance. I know that the system in the three months that it has been producing has exceeded our expected results by 6.1%. The customer is correct that one of the arrays is partially shaded. This was factored in to the production assumptions that we used to determine if this customer would benefit from solar. The most telling result of solar is from the bill sent over to us on 8-17-2016. The customer's usage for August was kWh. The usage for August was kWh. This is an improvement of kWh or at roughly $per kWh $75. Since the customer is paying PosiGen $per month, the savings are there. If the customer is willing to wait it out until the end of twelve months; I believe they will see the savings.In regard to removal and the fees. The customer is correct about the removal fee for this system. While, we don't offer a try it or we will remove it concept; if that is what was communicated to the customer, we will honor it. The customer does need to be aware that there are two separate contracts that they signed. One for the solar lease and one for Energy Efficiency. The solar lease can be canceled and a payment made for removal. It is impossible for us to remove the property in the Energy Efficiecny contract. We performed Duct Sealing and Whole House Air Sealing as well as other non-removable work. The cost for the Energy Efficiency would be $3,($3,less the $in payments received for EE). The total cost to remove the system is $for removal and $3,for the Energy Efficiency work.I would be happy to schedule an appointment with the customer to go over this information (at our offices or on the phone) and see if there is some way we can work through the issues. Otherwise, we will move forward with the removal as noted above.I would also like to apologize for the Fax issue. Our fax machine at our office was not in service during the time period you mentioned. My apologies on behalf of my team member who was unaware of that fact. Please let us know how you would like to proceed. Best Regards, Barbara H***PosiGen

Dear Sir or Madam, We are sorry that the customer is not having a good experience with PosiGen. In response to the issues we have deferred the customer's payments for three months to cover any backlog; and also ensure that we have time to fix a small piece of equipment that is having some
difficulties. We are working on an updated savings analysis to show the customer their production and compare it to expectations. We are also scheduling a technician to visit the customer and spend some time educating them on how solar works and how to read a bill. The customer has referred to a fictitious number that we are using to calculate their savings. The number we use is calculated based upon the testing that we did before the Energy Efficiency work was done (the Energy Audit) and compare that to the testing done upon completion. These are scientific calculations and not "fictitious" numbers. There are many reasons that a customer does not see savings on their utility bill, the most common being increased usage. Unfortunately, it is not possible to tell how much the system produced and likewise how much energy was used by looking at the utility bill only. It requires access to the solar monitoring systems. We have the ability to provide the monitoring access to the customer; and will be sending it to them within the next hours. We believe we are working toward a solution with the customer. This will include repair of the system, education and access to monitoring. Please let me know if the solution is not adequate to resolve the customers needs. Best Regards, *** ** ***Chief Customer OfficerPosiGen

*** ***, Thank you for you response. We show your panels were installed and that they are operational. James T*** Logged a call to verify all was good on July 20, 2017. No one answered so he left a message for you to return our call. We apologize for any inconvenience
we have cause. Please contact me if this is not the case. My number is ###-###-####. Thank you, Lisa N***Leasing Director

Dear Sir or Madam. We have contacted the customer and provided the URL. Please let me know if there is any additional information that we can provide. Best Regards, Barbara H***PosiGen Solar Solutions

We contacted customer to discuss issues and offered a meeting at the office. Customer requested that we meet after Thanksgiving. We received a call from the customer today and will be scheduling a meeting for later in the week. At that time we will be addressing the customer's
issues and will work toward a resolution with the customer. Please let me know if you have any additional questions. Best Regards, Barbara H***Chief Customer OfficerPosiGen

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11425990, and I rejected their response not the course of actions they recommendedfirst, I had a tech come out to my home and did find evidence that the install of the solar panels were to the cause of the leakshe removed some panels and caulked the boots in one area, because water was being blown under boot and getting under shingles and leaking from the nails under the shingles. which now has started leaking again.. other area he determined that the ripped shingles during install was the cause of the other leak, and I was told he was going to set up to have a roofer come out and replace that area of shingles, so I waitedno response from companyafter a while I got another tech to come out again, and had full access to my home, determined that the leaks were caused by the solar panel install, and a roofer would be necessary to repair the roofI kept in constant contact with that techduring the same time frame I was contacted almost daily by customer service about my lease payment and ee payment, that was never completed,, and wanted me to sign a deferment on a contract that was never fulfilled, and having roof leaks and I informed them each time I want my leaks fixed, they told me that someone will get back to me about that, never didAfter many conversations with the second tech that came out, we scheduled an appointment to meet with the roofer at my home, we did and we all decided the course of action, and the tech informed me that he would have customer service contact me to schedule the repairs to be done...so I waited again, this was now in april, no one ever called to schedule the appointmentI contacted the tech again, and he told me that he repuested that customer service to call me, and had no answers beyond thatI feel that his hands were tied by the company, and he couldn't go any futhermy next step was to contact ultilties commission, which recommended that I start by contacting the Revdex.com first, so here we are now. Second, about the e.e's, and "special deal", I first signed a contract for solar panels back in 2013, after that everything went down hillit took months to have a answer on a simple question, how will the wiring be run from the roof to my panel, and no one could give me direct answerwhild that wwas going on I was receiving calls on how I liked my panels, and if there was anything else that the company could do for me? I didn't even have the panels installed yet! so after months of phone calls, visits by employees of the company, I finally got in touch with the person that ms.barbara was referring to, " previous member of management" that no longer works for posigenafter telling him the story and problems ive been having, before my anels were even installed, his words, he said, "I am ashamed and at a loss of words", he wanted me to stick to the intall and offered me gift, for all the problems ive been having, so that's where that came from, he assured me that gift had nothing to do with the e.e's, it was completely separate. After finally getting the panels installed, a e.e specialist called and scheduled an appointement to do the audit, that was completed, and after decussing what needs to be done, we determined, light bulbs to be changed to leds, inside and out, can light covers, attic steps to be insulated, hot water heater to be wraped, and kitchen stove hood to be vented out of roofhe took all model numbers, count of what was needed, said he would contact me, and he didhe said he ordered everything and when it came in he would call me and schedule an appointment, so I waited..no one ever called......so here we are nownow msBarbara wants to schedule ANOTHER ee audit, why? seems to me that she tring to push me, irriate me into declining the ee'sbut at this point I am more concerned about handling the roof issue, before going forward with anything elseI feel I have been more than patient
Regards,
*** ***

Dear Sir or Madam.We have reviewed the complaint and have sent a technician out to investigate the situation. We were asked by the customer to not work on the system until they returned from vacation. Upon notification of their return we sent out our technician. Due to the nature
of the issue, it will require a licensed electrician to repair. We are working with out subcontractor to schedule. We will be also be reaching out to the customer today to obtain copies of their utility bills for the last several months. We will utilize these to determine a reasonable settlement amount for the customer.Please let me know if you require any additional information.Best Regards,*** ***Chief Customer OfficerPosiGen

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10761105, and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The last response said something about the equipment. Now, this response mentions the inspection. It would be nice if there was some consistency as to why this has been such a lengthy process. I'm growing quite impatient with all the deflection. While I understand that PosiGen cannot control how long Entergy takes to do their part, I would still like to believe that I won't be given the runaround and put on the backburner when waiting for someone to come out and activate my system. This would have never gotten to this point if my numerous calls had been returned. Now, I'm being told that they don't have my number. How could that possibly be true when I've left numerous messages? I've spoken to [redacted], who I'm told handles the BLG customers, on two occasions, and she continually told me that I was not being ignored and that she would contact me as soon as she received word from [redacted], Technician Supervisor, and his boss. That was roughly 3 months ago, and I have yet to hear from her. So once again, several people there should have my number. I'm quite frustrated with the fact that every response from PosiGen mentions things taking time and such, but as I've said many times, I'm responsible for a bill for something that I'm not using. I believe that many people would find that frustrating and unjust. But I will once again call and hope that things will improve.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12142986, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
MetLife has deemed this issue has negligence and will not cover any damages.  You are not standing by your 5 year workmanship guarantee.  I am not asking for you to replace my entire roof, I want you to pay for the half that Posigen/Gulick damaged.  You also offered to also pay my insurance deductible but they will not accept responsibility.  I am willing to take 2500 dollar check and a 2500 dollar bill credit.  As stated in your contract you will not install solar on a bad roof to begin with.  Your contractor did a horrible job of installing the railing under my shingles which caused the damage.
Regards,
[redacted]

Dear Sir or Madam.We have contacted the customer and reviewed the issues.  We have agreed to honor the terms of the BLG contract and assist them in performing to those requirements.  The only issue would be the timing.  If equipment has been compromised it may take longer than our normal time frame to acquire replacement equipment as this equipment is not used by PosiGen and is not something we carry in our warehouse.  Best Regards,[redacted]Chief Customer OfficerPosiGen

Dear Sir or Madam. The customer communicated to us in July 2015 that he did not want the Energy Efficiency services.  We subsequently sent him a certified letter indicating that he declined the EE and we have cancelled the upgrades. We received no response from the customer until we...

sent him his billing in January 2016.   In February 2016 we received a letter from the customer stating that he was not saving.  We prepared a savings analysis for him that indicated that even without the benefit of the Energy Efficiency work; he had already saved $304.55 since activation.  The customer has only made 2 payments since activation and now is refusing to make any additional payments.   If the customer is unhappy with the panels and would like to remove them and cancel his contract; we can make arrangements to do so.  If he would like to reconsider the Energy Efficiency services, we would be happy to schedule for him.  I would be happy to defer his payments until such time that the EE work is completed.   I ask that he contact his concierge to discuss the options in more detail. Best Regards, Barbara H[redacted]Chief Customer OfficerPosigen

[redacted] We are sorry you do not agree with our decision.  The install that occurred in December 2015 is simply not covered for a roof leak that is being reported in April 2017.  We have offered to accommodate you even though this leak is not solar related just to have a happy customer as this is very important to PosiGen.  You have rejected our offers and we have removed your panels per your request.  We have also given you all the Energy Efficiency upgrades for free as well.  The value of the EE upgrades were $2,400.00.  We would like to continue doing business with you and regret we are unable to do so.  Please contact me with any future concerns you might have. Thank you, Lisa N[redacted]###-###-####

Dear Sir or Madam.We have contacted the customer and determined what the issue is.  We have set up an appointment to go out and repair the issue on 8-22-15.Please let me know if any additional information is required.Best Regards,[redacted]Chief Customer OfficerPosiGen

Deletion of contract with no other fees or chargesI would also like the 250 worth of work I paid my roofer for the time taken to remove the metal plates ftom the roof that posigens workers failed to remove
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12006405, and find that this resolution is satisfactory to me. 
Regards,
[redacted]

[redacted]
*I would like to thank you for providing us with your utility bills so we could do an in depth analysis of your annual savings. I have attached your bill analysis for your review. Please note there is a lot of very important information we would love to review with you either in...

person or on the phone at your convenience.  Your one full year savings is listed on the bottom right.  Please note the annual saving for the entire year of 2017 was $668.57.  If we divide this number by 12 your average monthly savings is $55.73.  This savings is calculated directly from the utility bills which you provided, and from your production net meter on your home.  I have also attached your EE upgrades for your review.  I did notice you had some production issues during the 2017 year.  I have listed those as well with explanation as to those service issue.  I apologies as I did notice your production numbers were 2241kwh lower than expected because of those service issues.  This would of been an additional $224.00  a year savings on top of your current annual savings of $668.57 .  According to our records we did provide service adjustments to your account for a total of three monthly payments.  I also reviewed your current 2018 production numbers and I might say they are right in line with the expected production number so it looks really good so far for 2018. I will have our monitoring department email you the direct link so you can see your daily production.  We send it at the time of activation but I will resend it to you so you will have it fresh.  I think it is very fair to say that Louisiana has experienced very extreme cold weather conditions and you may not fee like you are saving.  However, I noticed on your last January 2017 bill your household consumed 898Kwh.  This January 2018 your household consumed 1801kwh double the usage over the prior year.  February was the same as 2017 consumption was 1008kwh used  and for February 2018 you used 2395 again double the consumption.  Not to mention your utility providers rate increase.  If you did not have solar your bill would of even been higher.  The nice thing about solar is as your utility provider increase your rate your PosiGen bill will always be the same.  This means when your system is putting out an average of 500kwh per month PosiGen will always charge you $44.99 and it will never increase. The utility provided for the same usage keep increasing.  Your savings with PosiGen will increase year after year.  I had the opportunity to also look at your pre solar utility bill which we capture before the panels are installed.  I noticed your rate was .09 cents in September of 2016 and your current rate is .11 cent so you are also experiencing rate increase through your provider.  Again, if you had no solar you would be out of pocketing even more money. The production your solar panels produced each month would be charged back to you through your consumption with your utility provider at a higher rate.  I have included those totals on your analysis so you can see what you would be paying without solar. I know this is a lot of information to cover and would be happy to schedule an appointment with you to review.  Please let me know you when you are available.  I have included my direct line for your convenience.We at PosiGen want to help our customers save money please let me know your feedback.  Thanks you, Lisa N[redacted]Leasing director ###-###-####

Revdex.com:
I have reviewed the response made by the business, and found that the phone conversation between Mr and Mrs n[redacted] and I, and what they sent to the Revdex.com, parts are inaccurate, I will disclose if need be.  I have attached a letter they sent me, on Saturday June 11th 2016.  I feel that is my option, so I feel I will take it. I am unfamiliar with a hold harmless agreement, and  also have other items to iron out, and then  maybe we can through this, and I can my roof issue resolved.  
Regards,
[redacted]