Trinity Heating & Air, Inc.

December 22, 2016Service RepresentativeRevdex.comRE: Complaint ID #: *** *** ***We are in receipt of the above-referenced complaint filed by *** *** We are working with this customer to
complete the necessary service workA ground fault was registered on the system on November 11, Trinity deployed a service crew within three business daysSince that call, Trinity has been coordinating efforts with ***, the System Owner as the Power Purchase Agreement (PPA) provider to *** ***, and *** ***, the manufacturer of the equipmentWe have made visits to the home in an attempt to repairOn December 13, 2016, we sent out our service team with a replacement inverter received from the manufacturerHowever, while they were there, in communication with *** *** support, it was determined that it was a string issueThey found and fixed the string and the inverter appeared to start up and become fully operationalWhen the solar modules were being reinstalled, the technicians found that one of the panels was shattered around the edge and deemed it need replacing.Since December 13, 2016, the system appeared to be producing on the *** *** monitoring portalHowever, the physical inverter still seems to be displaying a faultThe local Trinity office is in the process of scheduling another service call to inspect and repair the inverter issue as well as replace the damaged module.Trinity Solar will continue to work diligently with the manufacturer to reach a resolutionOur business is founded and sustained upon customer referrals, so we take customer service very seriouslyOur corporate Director of Sales, Phil K*** will be reaching out to the customer to discuss compensation for the lost production from the time the system was granted Permission to Operate by the utility company through the final resolution of this production issue. Please feel free to contact our office with any additional questions and please confirm in writing that this response is sufficient to close the Revdex.com’s investigation of this Complaint

December 9, 2015Service RepresentativeRevdex.comRE:Complaint ID #: ***Our office is in receipt of the above-referenced complaint filed by *** *** We have been in touch with the customerDespite working through manufacturer
warranty issues on the customer’s behalf with the manufacturer of the defective inverter, Trinity Solar has agreed to pull an inverter from our stock to replace *** ***’s bad inverterWe will be performing the replacement on December 15, at no charge to *** *** *** has agreed with our customer service representatives that his complaint will be resolved with this inverter replacement. Please feel free to contact our office with any additional questions and please confirm in writing that this response is sufficient to close the Revdex.com’s investigation of this Complaint

October 19, 2016*** *** ***Service RepresentativeRevdex.comRE: Complaint ID #: *** *** ***
We are in receipt of the above-referenced complaint filed by *** *** *** *** We do have
record of multiple contacts between Trinity and the customer as well as Trinity and the Solar System Owner, *** *** sent the customer a form to sign regarding the removal and reinstallation, and since *** has now received this back from the customer, Trinity Solar can proceed with the removal and subsequent reinstallation of the equipmentThe work is scheduled to commence on Monday, October 24, We have been in touch with the customer to go over this resolution.Please feel free to contact our office with any additional questions and please confirm in writing that this response is sufficient to close the Revdex.com’s investigation of this Complaint

June 10, 2015*** *** ***Service RepresentativeRevdex.com RE: Complaint ID #: *** *** ***
***Our office is in receipt of the above-referenced complaint filed by *** ***The installation crew wrapped up at *** *** home on 4/7/There was some minor update paperwork that needed to be filed with the town as there was an equipment change between the time of our original permit filing in January and the April installationWe also needed to account for an electrical service upgrade for the home.Unfortunately, there was a human error made on the revised electrical plans that were filed with the township, resulting in our failed electrical inspection while building inspection passedUpon notification of said failure on 5/12/15, we delivered corrected update paperwork via *** to the township to ensure expedited and tracked deliveryThe township reviewed all of the revised paperwork that was sent, and on 5/21/15, the township requested payment from Trinity prior to scheduling final inspectionsFinal inspections were scheduled as soon as possible on 6/4/That electrical inspection passed, and we closed out all of our paperwork with the township.Trinity has since been able to file all of our final paperwork with the utility company and now we await approval to operate the system installed on *** *** homePlease feel free to contact our office with any additional questions and please confirm in writing that this response is sufficient to close the Revdex.com’s investigation of this Complaint

September 29, 2015Service RepresentativeRevdex.com RE: Complaint ID #: ***Our office is in receipt of the above-referenced complaint filed by *** *** *** and *** *** signed a solar agreement with Trinity Solar on
July 24, Our office received communication from the *** on or around August 7, regarding their desire to cancel. Our office has processed the cancellation request through the sales and accounting teams, and has issued a refund check to the ***The check (#***) was cut on September 28, and is being sent back to the customer via the postal service. We apologize for the processing delay and any frustration caused to the customerWe regret not being able to enter a longer-term relationship with the ***.Please feel free to contact our office with any additional questions and please confirm in writing that this response is sufficient to close the Revdex.com’s investigation of this Complaint

June 24, 2016Ms*** ***Service RepresentativeRevdex.com RE: Complaint ID #: ***Dear Ms***,Our office is in
receipt of the above-referenced complaint filed by *** ***We understand the customer’s frustration and have been trying to work with the ***s and ***, the PPA provider and system owner of the solar system installed on the ***’s homeAs per the procedures dictated by ***, the System Owner, we had to wait for their approval before moving through the process fully, which is why the inspections were not able to be kept as originally scheduled.We acknowledge that the project timeframe thus far has not been ideal, and we are looking forward to progressing with the full operation of the ***’s solar systemTrinity will continue to work diligently with all parties involved to reach a permanent solution of having the system operating as normal, and we look forward to a long-lasting business relationship with Mr***. Our Director of Sales has been attempting to reach Mr*** to discuss potential resolutions over the phone and learn more about the alleged damage that Mr*** mentions in his Revdex.com complaintWe were not previously made aware of any damage or we would have sent out a service crew as soon as possibleWe have been unable to connect with Mr*** despite a few phone and email attempts. Please feel free to contact our office with any additional questions and please confirm in writing that this response is sufficient to close the Revdex.com’s investigation of this Complaint

July 12, 2016Ms* *** ***
*** ***Revdex.com RE: Complaint ID #: ***
Dear Ms***We are in receipt of the above-referenced complaint filed by ***
*** Unfortunately, *** *** is having an issue related to a manufacturer warranty on equipment that Trinity Solar installed in Because this is a manufacturer warranty claim, this is not a valid complaint against Trinity Solar as **, the manufacturer of the equipment, is not within our control and all warranty claims must be pursued through *** In respect to *** *** statement that he was told the inverter was on-order, that is absolutely true and we were under the impression that we would be receiving replacement equipment with which we could fulfill the manufacturer’s warrantyHowever, Trinity never received that order. As an interim solution, our legal team has drafted a letter, which was sent out to *** *** via *** *** *** *** today, July 8, 2016, explaining that *** *** has the option to purchase replacement equipmentShould Trinity be able to secure replacement equipment to fulfill the warranty at a later date, we will reimburse *** *** for the money he spent to purchase the replacement equipmentTrinity Solar is also offering to provide to *** *** upon request reasonable assistance with respect to his pursuit of a warranty claim against GE by providing available substantiating documentation. We look forward to assisting *** *** in returning his system to full operation, but must do so in accordance with manufacturer warranty claim processes or via a service charge route for non-warrantied inverter replacements. Please feel free to contact our office with any additional questions and please confirm in writing that this response is sufficient to close the Revdex.com’s investigation of this Complaint

May 13, 2016Ms* *** ***Service RepresentativeRevdex.com RE: Complaint ID #: ***Dear *** ***Our office is in receipt of the above-referenced complaint filed
by *** *** We understand the customer’s frustration and have been working with *** *** and *** *** *** the PPA provider and system owner of the solar system installed on the ***s home.We were able to successfully escalate *** ***’s case directly to the president of *** *** *** and they have been able to work with their funds to expedite *** ***’s processingWe are now able to request Permission to Operate from the utility companyWe submitted our application immediately upon receiving word from *** *** that we were cleared to do soWe will continue to follow up as appropriate, but we expect to get approval from the utility company shortly.Our customer care team has stayed in touch with *** *** throughout this process, and our latest conversations have indicated that *** *** is satisfiedWe look forward to getting Permission to Operate so the system can be up and running and saving them money for years to come!Please feel free to contact our office with any additional questions and please confirm in writing that this response is sufficient to close the Revdex.com’s investigation of this Complaint

September 23, 2016*** *** ***Service RepresentativeRevdex.comRE: Complaint ID #: ***We are in receipt of the above-referenced complaint filed by Michael B***Upon receiving this complaint, we
immediately started investigating this issueTrinity Solar has an organization-wide referral program for all of our customers that starts at $per referral providedWe fulfill these referral payments, as is evidenced by *** *** having received the five checks in the amounts of $each from Trinity SolarTrinity actually recently instituted an improved referral program where the first three referrals result in $each to the referrer, the next three referrals result in $each to the referrer, and anyone who refers seven or more new customers to Trinity will receive $1,per referralAs *** *** correctly points out that he referred five people, his last two checks should have actually been for $eachWe are rectifying that and getting him the additional $owed to him now to get him on the proper referral tier.Regarding the separate referral agreement made with Tom A*** *** ***’s sales representative, Trinity was not made privy to this agreement at all, so unfortunately, there was no way we could have fulfilled that expectationMrA*** is no longer with the companyOur director of sales, Ken E***, has been in touch with *** *** to discuss this and get more information about the agreementWe are awaiting some feedback from *** *** in terms of something he might have in writing between *** *** and MrA***, and we are working with *** *** to better understand this agreementIt is Trinity’s intention to fulfill whatever terms of the agreement MrA*** made, despite MrA*** no longer being with the companyTrinity’s discussions so far with *** *** have been very amicable, and we expect to resolve this complaint expediently.We look forward to continuing to work with *** *** and any other friends or family he wishes to refer to TrinityPlease feel free to contact our office with any additional questions and please confirm in writing that this response is sufficient to close the Revdex.com’s investigation of this Complaint

November 25, 2015Service RepresentativeRevdex.comRE:Complaint ID #: ***Our office is in receipt of the above-referenced rejection filed by *** *** Representatives from our installation and customer services teams have been
in touch with *** ***We are scheduled to complete all necessary repair work as well as take the next steps for wrapping up the solar installation starting first thing on Monday, November 30, and a follappointment pre-scheduled for Thursday, December 3, All issues will be addressed at that timeIf additional work is still needed, we will work diligently to satisfy all of the customer’s complaints.We pride ourselves on our dedicated customer service, and truly want to establish long-term relationships with our clients as their solar installations will be up and running for the next 25+ yearsWe regret if any damage has been done to our relationship thus far with *** ***, but we will work tirelessly to repair any broken trust and prove to *** *** why Trinity Solar is one of the leading installation companies in the nation. Please feel free to contact our office with any additional questions and please confirm in writing that this response is sufficient to close the Revdex.com’s investigation of this Complaint

Complaint: ***
I am rejecting this response because: The Trinity Solar response to my complaint for the most part is correctAlthough the contract states that the 5-year warranty expired 4/21/2011, I was unsure where the burden of responsibility fell onEither Trinity Solar or *** I feel that although regardless of the expiration, Trinity Solar shares responsibility for continually replacing the same model converter that obviously is a defective device and should have switched models well within my warranty coverage and *** should be held responsible for continually supplying a defective productI am going to assume that I am not the only consumer who is experiencing the same issueIn today's world of communication, word of mouth and now as well the internet are the best advertisersThe solar business has become very competitive and situations like this would not be good advertisementOver the past years, I have recommended many clients for Trinity SolarI would have thought being a long time customer and all the clients sent their way by me would have at least afforded me some reciprocationIs this complaint transferrable to include ***? Please advise
Regards,
*** ***

September 9, 2015Service RepresentativeRevdex.com RE: Complaint ID #: ***Our office is in receipt of the above-referenced complaint filed by *** *** We are working diligently to resolve *** *** issueWe
have recorded several points of contact with the customer over the last several weeks regarding the production issue, and we have dispatched a few technicians to the site to inspect the system. The most recent site visit occurred yesterday, 9/8/We had a field technician on site all day and identified the problem with one row under producingAfter consulting and troubleshooting with the manufacturer of the inverters, *** our technician made repairs in accordance with the manufacturer suggestionsThe system is currently operating normallyWe are awaiting a new part which will be installed as soon as we receive it from the manufacturer to ensure continual production as expected for the life of the system. We apologize for any inconvenience or frustration caused for the customerAt Trinity Solar, we pride ourselves on providing an optimal experience for the customer and making solar simple and affordableWe are righting this situation and hope this repairs any damage to our relationship with the *** family. Please feel free to contact our office with any additional questions and please confirm in writing that this response is sufficient to close the Revdex.com’s investigation of this Complaint

October 19, 2016[redacted]Service RepresentativeRevdex.comRE: Complaint ID #: [redacted]We are in receipt of the above-referenced complaint filed by [redacted]. The Director of Sales for Trinity Solar,...

Ken E[redacted], has been in touch directly with [redacted] to alleviate his concerns and resolve this issue. [redacted] is fully set up through the new Power Purchase Agreement (PPA) Provider, [redacted]. Ken has arranged a customer service credit for [redacted] and Trinity has also promoted him to our highest referral tier due to the frustrations he experienced during the switch from [redacted] to [redacted]. Now that the contract issues have been sorted out, the final interconnection paperwork has been supplied to the customer’s utility company, and we anticipate [redacted]’s solar system to be up and running as soon as possible.We apologize for any frustrations or confusing that were caused during this process, but we are glad that [redacted] and Ken were able to connect to work it out. We look forward to continuing to work with [redacted] throughout the term of his solar agreement and helping him spread the benefits of solar energy to his friends and family. Please feel free to contact our office with any additional questions and please confirm in writing that this response is sufficient to close the Revdex.com’s investigation of this Complaint.

April 17, 2014
[redacted]
Service Representative
Revdex.com
RE: Complaint ID #: [redacted]
Dear [redacted]
Our office is in receipt of the above-referenced complaint filed by [redacted]  
/>
[redacted] is accurate in his recollection that our office replaced an inverter at his home on December 10, 2012; this replacement was completed at no char** to [redacted] as qualified warranty service through [redacted]  Our service call assessment on December 4, 2013 resulting in a malfunctioning inverter was again completed at no cost to [redacted]  
As you can see by the attached copy of our Contract executed by [redacted] on April 21, 2006, Trinity Solar provided a 5-year warranty on all parts and labor, which expired on April 21, 2011.  
The ** Brilliance PVB3300 inverter that is currently malfunctioning is not the responsibility of Trinity Solar nor is the alle**d loss of revenue [redacted] is claiming.  The above-referenced service work was completed by Trinity Solar because we were able to recoup our labor costs from the inverter manufacturer, [redacted] because Trinity Solar’s 5-year parts and labor warranty had expired.  Although Trinity Solar’s 5-year parts and labor warranty has expired, [redacted] might have a valid manufacturers’ warranty claim against **.  We understand that ** claims it assigned its warranty obligations to a third party and might be engaged in a legal dispute with that party and its successors. However, Trinity Solar has no control over [redacted] which is the sixth largest company in existence by market capitalization, and **’s malfunctioning inverter is not the responsibility of Trinity Solar.  Thus far, we have availed ourselves to [redacted] in an effort to be cooperative and have even contacted ** as a courtesy to [redacted] and requested that ** respond to the customer.  However, without the possibility of recouping our labor costs and/or being supplied with a replacement inverter by the manufacturer, Trinity Solar is unable to expend any more resources on this matter.
Please feel free to contact our office with any additional questions and please confirm in writing that this response is sufficient to close the Revdex.com’s investigation of this Complaint.

Dear Sir or Madam
I wish to add a review about my experience with Trinity Solar. I was very disappointed with them because they would not provide me with a copy of the contract in connection with a lease installation agreement for attorney review. They had expressed that I am not suited for this offer because of my insistence to have it reviewed by my attorney before signing. I hope that others are not subjected to the same business practice. I would not recommend doing business with this firm because of this business policy.

Complaint: [redacted]
I am rejecting this response because:
What a Joke, Your Reach out called "once" I missed the call and returned that call 3 times and all I have got is his Voice Mail. He has never returned my calls. Just what I expected!!! You came out and took the same pictures of the Meters and new work done 3 times saying you didn't have the Pictures. It took  the salesman to come and take the Pictures before you said you had the correct Pictures. You needed the Permit, No Called and told me you where coming out for the permit. No one called and told me you failed to get the permit. Again it took me calling the salesman to complain before something happened. Then you had the wrong Meter another delay!!! Once the Meter was finally changed the system was not working. I called [redacted] and they told me 5 business before you would contact me. well eight  business days passed without contact. I contacted [redacted] again and they resent the Letter for service and sent me an email of the Original email set to you for service. You claimed to never have received that email. after four my days I once again called the salesman who came out and saw they system was not working. He called a Tech and got the system running while on the phone. Trinity has dropped the ball  so many times they system should have been up and running a long time ago. You have failed to call be back to resolve the issue, after I have called you back. [redacted] is not the issue here Trinity and there AWFUL customer service is the issue. You have failed on almost everything you have done! People choose a different company! If your think about SOLAR!! 
Regards,
[redacted]

January 6, 2016Service RepresentativeRevdex.com RE: Complaint ID #: [redacted]Our office is in receipt of the above-referenced...

complaint filed by [redacted].  As per the customer’s desired settlement, we have refunded the deposit in the amount of five hundred dollars ($500.00) to the customer. A check was processed on January 5, 2016. The deposit was refunded in its entirety, despite the fact that Trinity incurred engineering and permitting costs while under contract with the customer. We regret that the permit timeframe was longer than expected in this customer’s area, and we are sorry to have lost a customer due to application processes outside of our control. We also have no records of phone calls to the office, and our trained staff would not call a customer a liar—but we apologize this issue wasn’t resolved earlier. Please feel free to contact our office with any additional questions and please confirm in writing that this response is sufficient to close the Revdex.com’s investigation of this Complaint.

June 23, 2015 [redacted]Service RepresentativeRevdex.com                RE:         Complaint ID #: [redacted]Dear [redacted]...

[redacted]Our office is in receipt of the above-referenced complaint filed by [redacted]The customer had pursued solar with Trinity Solar via leasing from a Third Party Financier. After signing the initial contract on April 27, 2014 and subsequent contract amendment on July 25, 2014 agreeing to the $3000 upfront payment, the customer desired to alter the terms of the agreement for $0 down and a higher monthly payment. Trinity Solar did everything in our power to request to make the change from the Third Party Financier. Unfortunately, a change to the agreement was not possible.In an effort to please the customer and due to our difficulties with getting the Third Party Financier to cooperate, Trinity Solar has arranged a referral agreement with the customer. In return for providing referred business to Trinity, Trinity will close out the amount due to the Third Party Financier on behalf of the customer. This way, the customer is in compliance with their Third Party agreement, and they remain happy to refer business to Trinity Solar. We have spoken to the customer regarding this offer, and they state they are pleased with this outcome. We regret that the customer experienced frustration during their process to go solar, but Trinity is glad that the customer has an operating system and is willing and able to refer friends and family to look into Solar with Trinity as well. Please feel free to contact our office with any additional questions and please confirm in writing that this response is sufficient to close the Revdex.com’s investigation of this Complaint.

April 5, 2016Ms. [redacted]Service RepresentativeRevdex.com RE: Complaint ID #: [redacted]Dear [redacted]Our office is in receipt of the above-referenced complaint filed...

by [redacted] Trinity Solar has spoken with this customer to address all of the issues cited in the complaint. We have reached a resolution and the customer has indicated that they are satisfied.Please feel free to contact our office with any additional questions and please confirm in writing that this response is sufficient to close the Revdex.com’s investigation of this Complaint.

October 19, 2016Service RepresentativeRevdex.comRE:         Complaint ID #: [redacted]We are in receipt of the above-referenced complaint filed by [redacted] assertion that the appropriate options to purchase the system or...

prepay the agreement were not disclosed is not accurate. The Agreement, which [redacted] signs clearly states in Part II, Section 6 (a) (i) that “You have the option to purchase the System at the following times during the Initial Term: Upon the fifth (5th) anniversary of the In-Service Date…” In the next section, Section 7 (a) that “At any time during the Initial Term, you can prepay this agreement in full.” It is clear that [redacted] can only purchase the system after five years, but he can prepay the rest of his monthly payments in accordance with Section 7 at any time. In addition to this information being available within the body of the agreement, it is called out in Part I where some main points of the agreement are summarized up front and right by the signature block. Part I states that “The only way to end the Agreement early is if you sell your home or if you purchase the System as described in Part II, Section 6 of the Agreement.” In addition to signing this agreement, [redacted] had to complete a verbal validation call with Clean Power Finance (CPF), the System Owner and Agreement provider, where he had to verbally indicate his understanding of the terms of the agreement. Regarding the issue of snow removal, Trinity Solar has no obligation to provide maintenance on the system after installation. The Solar Provider has an obligation listed in Part II, Section 3 (b) to “maintain the System in good operation condition at our cost and expense,” but Trinity is the installer, not the Solar Provider. Finally, regarding the fact that [redacted] has stopped making his monthly solar payment as per his Solar Power Agreement and would like to have a late fee waived is not a matter for Trinity Solar to address. As per Part II, Section 4. (b) (ii) of the Solar Power Agreement, “if you fail to make any payment when due, we will impose a late fee of $25 (or such lower amount as required by law) on any payment we do not receive in full within five (5) days after the due date;” That is a part of the agreement between [redacted] and Clean Power Finance through Kilowatt Systems, LLC and does not pertain to Trinity Solar. Please feel free to contact our office with any additional questions and please confirm in writing that this response is sufficient to close the Revdex.com’s investigation of this Complaint.