Trinity Heating & Air, Inc.

Complaint: [redacted]
I am rejecting this response because:
No one has contacted me by phone or email regarding my Revdex.com complaint or the damage as listed in the complaint. To say that a phone call or email was made to me regarding this makes me question the honesty and integrity of this company. When I was contacted months ago by a customer service representative (at the same cell phone number I have always had) I was told that there were problems with the finance company. I called [redacted] and they said it was paperwork delays on Trinity's side but still couldn't give me a valid reason why it was taking so long. I called Trinity back and complained over the phone and was told it would be escalated to upper management and I requested a phone call from management. I HAVE NEVER RECEIVED THAT PHONE CALL. I HAVE NEVER RECEIVED ANY CALL OR EMAIL AFTER MY COMPLAINT TO THE Revdex.com WAS MADE!!! My wife has also called and made complaints to Trinity since March 2016 and every time she was told it would be escalated to management. She has never received a call back as well. The only resolutions to our delay Trinity made was to give us more money for each referral for solar we made and then later they stated that they were having problems with [redacted] and that they want me to switch to another finance company who they have a long standing relationship with. Who is going to refer a company that can't even be honest with a potential customer? If they have a long standing relationship with this other company, why did they push [redacted] back in November 2015? Why has no one contacted me to explain this or show me this new finance agreement? Why is there still no real explanation for this delay? I know several people who have had solar panels installed quickly and easily through other solar providers. I feel that Trinity has wasted valuable time and deprived us of the economic benefits that they promised us with solar. At this point I have lost all trust in this company and do not want to pursue any continued relationship with them. I would like Trinity to remove their system, repair the damage, and return my roof to its pre-existing condition and move forward with a solar provider that will be efficient and honest with their customers.
 
Regards,
[redacted]

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.

Review: We had initially signed a contract with Trinity Solar in July. we were given 2 weeks to cancel and we did after we found another company we liked better, We have yet to see our $2600 deposit returned to us since we cancelled August 3. We have contacted them multiple times. Two weeks ago we were told our check was being processed that day and we still have not received it. I have left a message for them since then,Desired Settlement: We would like our money back as promised by Trinity Solar

Business

Response:

September 29, 2015Service RepresentativeRevdex.com RE: Complaint ID #: [redacted]Our office is in receipt of the above-referenced complaint filed by [redacted] and [redacted] signed a solar agreement with Trinity Solar on July 24, 2015. Our office received communication from the [redacted] on or around August 7, 2015 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 [redacted]. The check (#[redacted]) was cut on September 28, 2015 and is being sent back to the customer via the postal service. We apologize for the processing delay and any frustration caused to the customer. We regret not being able to enter a longer-term relationship with the [redacted].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.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. We have received our refund today. I want to thank you for your help and sorry I had to go this way but with your help everything is now resolved

Regards,

Review: We were promised a 500 referral fee for each referral. We referred two people and have not received compensation. We started asking about the fee in August of 2015. We were assured the fee was in the works and it takes 8-10 weeks to process. We called and sent emails from August to December, each time being assured that everything was in order and it was a processing delay. Then on January 7 when we called they said our information was not correctly entered into the system, and that it would take another 8-10 weeks for the check to be cut. I spoke with Tom P[redacted] secretary, Kathleen on the 7th. I asked for something to be done to move this along. She assured me she would call me back, she did not. Someone else called the next day saying that they now needed a W9 that was never mentioned before. We received the W9 on the 9th of January and returned it the same day via email. We were told a check would be sent immediately. We waited until today to call again. Again we were told that they were working on it. When I said I was going to file a complaint with the Revdex.com, suddenly the account manager, Stacey Vi[redacted], was able to call me back and apologize for human error causing the check to be delayed. Now she says she will send them, but cannot guarantee they will arrive due to the snow storm. I have asked to speak to the president of the company at least 3 separate times, and I was told "I am not going to allow that", he is "unavailable" or that they will not give me his name (I googled it!). Kathleen was away from her desk earlier when I called, now she is out of the building for the day. I do not believe they have any intention of paying us. I believe this is a scam to get more customers and they have violated our contract.Desired Settlement: I would like they referral fee paid immediately.

Business

Response:

February 3, 2016Revdex.com RE: Complaint ID #: [redacted]Our office is in receipt of the above-referenced rejection of our response to a complaint filed by [redacted]We apologize for the inordinate delay and human error that affected [redacted] receipt of the referral payments. The checks were mailed on January 22, 2016. We show that both checks have been cashed. Trinity Solar has always generated the majority of our business based on customer referrals, and the success of our company depends on providing excellent service and keeping our word. We are proud of the growth we have experienced in recent years, and we strive to keep our processes as short and efficient as possible even with the added volume. Admittedly, we still have improvements that need to be made. We hope that we can repair any damage that may have been done to our relationship with the [redacted] and that they feel comfortable continuing to refer their network so all of their friends and family can experience the benefits of solar energy. The [redacted] will be duly rewarded for any and all referrals they can provide, and we will work to quicken our processing times to alleviate the frustration that generated this complaint. 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.

Review: I was approached by a sales representative from Trinity Solar who lied and said he was here to read my net meter. When I asked him About this he stated that with my last electric bill I received a card telling me he was coming. This was not true. He then Falsly proceeded to tell me that after Hurricane sandy the grid was hurt so much that New Jersey could not produce all it's energy and had to import it from Canada and that He was instructed to Put Solar on as many houses as he could to help with this problem. again not true. These people are going around lying to naive consumers to get their Solar panels on as many houses as possible through deceptive meansDesired Settlement: Do not tell lies to sell your product

Business

Response:

January 8, 2016Service RepresentativeRevdex.com RE: Complaint ID #: [redacted]Our office is in receipt of the above-referenced complaint filed by [redacted]. Trinity Solar has a robust Direct Sales team which canvasses areas door-to-door. All of our Direct Sales representatives are licensed with any necessary paperwork filed in a given area, and all are fully vetted and trained by Trinity. Because solar energy is such a complicated and often misunderstood topic, it is important to boil down the facts to easily digestible tidbits while on the front porch and addressing a homeowner. The pitch that has been designed is not intended to mislead or misrepresent in any way—we are trying to find a simple way to help a homeowner understand solar when we are knocking on their door out of the blue. We regret that [redacted] felt deceived—and we are especially sorry if a representative from our company delivered any statement incorrectly. We have taken steps to elevate this incident to the executive level of management and are retraining the specific representative that addressed [redacted] as well as instituting retraining efforts for our entire sales team to avoid issues like this in the future.Trinity has been in business in New Jersey for 22 years and we have seen close to 30,000 homeowners over the years. We pride ourselves on our highly trained and professional sales staff and take complaints like this very seriously as we do not want to tarnish our reputation in the state or with the Revdex.com. As a proposed remedy for [redacted], we would like to offer [redacted] a $100 gift card. We would love for [redacted] to have one of our other sales representatives out to his home to discuss solar with him in depth so he can have all of the facts and a custom proposal for his home. We understand if [redacted] is not amenable to that suggestion, but we would at least like to essentially buy him dinner via this gift card to help correct this situation. 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.

Review: I had Solar Installed the first week of August. Then it took for ever to get turned on. Still waiting for my First day with Solar

Its been One Head ache after another!!! Solar was Installed first week in August. Told I would be turned on within 1 to 2 weeks. One week later someone called and said they needed some Pics, They came and got the Pics. Weeks go bye then they say they take Pics, same Pics that was already taken!! More time passes and when I inquire I'm told they need pics and someone stopped by and could not get the Permit on the day they came out. Did they expect the permit to be outside exposed to the weather? Why didn't they call ahead, why didn't they tell me they came by. Only reason I found it is that I called Trinity to complain. It took them 4 try"s before they got the Pics they needed. Finally the meter got changed. I turned the system on. I called [redacted] to tell them there was an Issue. The asked me for some info over the phone and said yes the system is not working1! Still No One has come to get the system up and running. They are ready to bill me for a system that does not work, and I have a high electric bill. I have not saved a dime yet and its costing me more and not less. Customer service is awful. Wish I went with a different company!

I am so stressed over this I want a better deal on the rates. I have to deal with this company for the next 20 years. I can only expect It will be the same service I have received so far.Desired Settlement: Sorry I did not go with [redacted]. I like some kind of financial adjustment this has taken much too long.

Business

Response:

November 3, 2015Service RepresentativeRevdex.comRE:Complaint ID #: [redacted]Our office is in receipt of the above-referenced complaint filed by [redacted] signed a contract for a solar installation through [redacted] and Trinity Solar on July 1, 2015. After some initial confusion regarding the correct format due to the fact that [redacted] is in a condominium, the contract was finalized in July. The [redacted] installation started shortly thereafter on July 13, 2015. The customer received an update from Trinity on July 28, 2015 regarding the completion of the installation, and one of our customer care representatives checked in during the first week in August to see if [redacted] had any questions. During that call, [redacted] expressed that although there had been a slight issue during installation, it was promptly remedied and he was happy with how quick and attentive our service was. We received the certificate of completion from the township on 9/4/15 and were granted permission to operate from the utility company on 9/11/15, at which point the system was turned on. There was a communication error with [redacted] due to a clerical error in the meter’s model and serial number on the customer’s account. That error was corrected as of October 23, 2015.Unfortunately, we do not have a record of [redacted] contacting us regarding a higher electric bill, so we cannot comment on his comment regarding solar costing him more and not less, but the system has been verified to be 100% up and running as of October 23, 2015. This will result in savings on his utility bills and purchasing the electric produced by his panels at a reduced rate as per his agreement with [redacted]. Trinity is proud of our customer service, and we are committed to making sure [redacted] is comfortable and happy with his solar system and we will work diligently to make sure it is producing to its full potential. Regarding the purchase price and the disputed amount, we do not agree with the amounts that [redacted] has listed here at all. [redacted] did not have any out of pocket costs for the solar installation. The only money that will be due from [redacted] will be in the form of a monthly bill from [redacted] for the power produced by the system—but again, the solar power production is billed at a lower rate than the typical utility rates so [redacted] should be experiencing savings. Our regional sales manager is reaching out personally to [redacted] to discuss and alleviate any other concerns. 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.

Consumer

Response:

Review: [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,

Business

Response:

November 23, 2015Service RepresentativeRevdex.comRE:Complaint ID #: [redacted]Our office is in receipt of the above-referenced rejection filed by [redacted] In reviewing the rejection, we want to make sure [redacted] is satisfied with Trinity’s service. We regret that [redacted] feels that the front-end of the process may have been a bit rocky and that after it took a little longer than usual to receive permission to operation from the utility that the system was not immediately operational. However, we are glad that he has an excellent relationship with his salesperson, Chris P[redacted], who was able to help resolve any service issues that may have existed. We count on our sales team to maintain ongoing relationships with our customers as a solar system comes with modules that have a 25-year warranty, and we expect to be there for the customer for the warranty duration and beyond. The sales manager had reached out to the customer, and they did not connect. [redacted] placed returned calls, and the two were not able to connect. The regional manager reached out again last Friday, and will be calling again today. We absolutely want to make sure all of Mr. [redacted] concerns are addressed.Since October 23, 2015 the system has been up and running and generating savings for the customer. In speaking with Chris P[redacted], we learned that [redacted] even posted a positive review on [redacted] and was thrilled to share his low electric bill. We always love to see that from our customers!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.

Consumer

Response:

Review: [redacted]

The process took much longer then it should have. There was a total lack of commication with me. The delay cost me higher electric bills. I know other people that used this company for solar after me and where turned on before me. I upset because of delays, lack to respond to me. I'm happy the system is now running. How will the future look, will there be delays if the system has an issue? I want money for the electric bills 2 months.

Regards,

Review: The salesman gave us an option pay one price if you put $3000 down. Pay another price of you put $0 downpayament. the salesman said if we get others to sign up we can use their "referral reward" as a down payment. We didn't get anyone to sign up. We told the sales man we wanted the higher monthly payment we were putting nothing down. He said he will forward us the contract amendment (this was in November). He never sent in the paperwork. We got a bill for $3000 they are saying we owe the money. I believe they electronically copied our signatures on the contract. We have all emailsDesired Settlement: We want this $3000 removed as what we owe. We will pay the higher monthly payment

Business

Response:

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

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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,

Review: We have solar through this company. Our solar was apparently damaged with a storm on 6/23/15 which we did not realize until we got a high electric bill. It took several calls and complaints to get this company out to check and they did not know what the issue was. Took 2 weeks to have "fixed". Come to find out with another high bill there is still an issue. Now have been calling this company for three weeks and no resolution. Call to my electric company and they have no solar credits on my bill. I can get neither a call back from trinity or from [redacted]. So as it stands I owe $800 in electric charges when I have solar which I also have to pay for. My electric bill prior to the storm was no bill for three months the a month with an $8 credit. My electric bill shows no solar!! I am very frustrated with the lack of customer service from both of these companies and want this matter looked into.Desired Settlement: I want the problem corrected and the electric amount adjusted as I should have a minimal electric bill with solar, not an $800 bill.

Business

Response:

September 9, 2015Service RepresentativeRevdex.com RE: Complaint ID #: [redacted]Our office is in receipt of the above-referenced complaint filed by [redacted] We are working diligently to resolve [redacted] issue. We 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, 9/8/2015. We had a field technician on site all day and identified the problem with one row under producing. After consulting and troubleshooting with the manufacturer of the inverters, [redacted] our technician made repairs in accordance with the manufacturer suggestions. The system is currently operating normally. We 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 customer. At Trinity Solar, we pride ourselves on providing an optimal experience for the customer and making solar simple and affordable. We are righting this situation and hope this repairs any damage to our relationship with the [redacted] 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.

Review: Solar Panel System installed 6/06. Inverter #2 defective and replaced 12/10/12. The replaced #2 inverter defective since 10/13 and has not been replaced. Trinity Solar inspected and confirmed on 12/4/13 that inverter #2 is defective and needs to be replaced. Trinity Solar claims they are having problems obtaining an inverter from the manufacturer of this inverter. My investment in this system was to cut my energy bill and generate through this system enough SRECS to sell so that I can pay back the loan for the purchase of this system. My bills have doubled and almost tripled and I am only producing half the generation from the solar panels resulting in loss of revenue. All inverters from different manufacturers are compatible with the solar panels on my roof. According to my contract with Trinity Solar, Item F deals with Interference of Performance. It states they are not responsible for delay in delivery or failure to deliver materials. This company has an inventory of inverters from different manufacturers to meet their responsibility. I suggested that they just install another manufacturer's inverters to my system. I am told that they will pass the suggestion on to the proper person in their company but to this day I have not been contacted. Each day that passes without the replacement is a loss in revenue and higher energy bills to me. I have also been told by one of their representatives that I will not be able to recoup the estimated half of revenue lost from this issue.Desired Settlement: Replace the defective inverter and refund the half of revenue lost due to their tardiness in replacement immediately.

Business

Response:

April 17, 2014

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.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: The Trinity Solar response to my complaint for the most part is correct. Although the contract states that the 5-year warranty expired 4/21/2011, I was unsure where the burden of responsibility fell on. Either Trinity Solar or [redacted] 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 [redacted] should be held responsible for continually supplying a defective product. I am going to assume that I am not the only consumer who is experiencing the same issue. In today's world of communication, word of mouth and now as well the internet are the best advertisers. The solar business has become very competitive and situations like this would not be good advertisement. Over the past 8 years, I have recommended many clients for Trinity Solar. I would have thought being a long time customer and all the clients sent their way by me would have at least afforded me some reciprocation. Is this complaint transferrable to include [redacted]? Please advise.

Regards,

Review: Upon first stage of installation of solar system installation company damaged newly installed gutter (only 3 weeks old), siding (only 1 year old), & shingles (shingles left ripped and damaged and left unsealed\unrepaired post installation exposed to weather - no answer to question by homeowner of who responsible for water seepage post installation of roofing solar system given damage\wear of shingles post installation) upon installation. Property not properly cleaned post installation (tar left on stairs - cleaned only after homeowner complaints, stairs not cleaned (cleaned by homeowner), nails & shingle debris left on roof post installation (cleaned by homeowner), screws & electrical fittings, wire clippings (cleaned by homeowner), etc left in driveway) of solar hardware, on site foreman informed of issues, stated manager would contact homeowner ( 11/3), no contact, (11/4) site foreman tried to pass off bent gutter as repaired by trying to re-bend gutter to original condition without success, dent still noticeable eye height from front door within eight foot of front door, contacted sales rep (11/4) sales rep states manager will call homeowner (11/5), no contact, re-contacted sales rep (11/11) sales rep states manager will call homeowner (11/11), no contact, re-contacted sales rep (11/13) sales rep states manager will call homeowner beginning of wk, beginning of week (now Tues 11:39 PM - 11:17 PM) no contact, contacted [redacted] (Trinity's finance co) on 11/12 to bring finance co abreast of concerns upon installation and service, no response, researched business online, business has similar instances of delayed\failed responses to customer concerns, on site foreman states 1st phase of job installation prior to installation inspection isn't finished prior to inspection but states that once inspection is complete initial installation will be completed post inspection, states inspection can take up to three wks to complete, concerned over further installation & serviceDesired Settlement: I want my gutter repaired, my siding replaced where damaged by holes, solar system removed from my home, my roof returned to original condition, and my parged cement foundation walls repaired of any mounting holes. I do not want contracted solar contract with business which has not responded to my concerns over installation and service. I do not trust further installation to be performed properly without further damage to my home or my property to be left in acceptable fashion, and I do not trust company for further customer service of my anticipated solar system given the current track record of multiple failed promises of current service. I want no further business interaction with Trinity Solar or any of it's installation personnel, sales representatives, nor financiers.

Business

Response:

November 25, 2015Service RepresentativeRevdex.comRE:Complaint ID #: [redacted]Our office is in receipt of the above-referenced rejection filed by [redacted] Representatives from our installation and customer services teams have been in touch with [redacted]. 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, 2015 and a follow-up appointment pre-scheduled for Thursday, December 3, 2015. All issues will be addressed at that time. If 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+ years. We regret if any damage has been done to our relationship thus far with [redacted], but we will work tirelessly to repair any broken trust and prove to [redacted] 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.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Until the necessary repairs are completed and system is installed and operating properly I can not state this matter is or will be resolved. Communication with the company has transpired, but follow up communication is still lacking. I was supposed to receive a follow up call regarding the status of the inspections but am still waiting response 5 days later. Repair persons were supposed to show up at 9:00 am on selected day, today (11/30), but arrived 30 mins late without communication regarding the arrival delay. Repairs are tentatively scheduled for 12/3.

Regards,

Review: I have solar panels that were installed by Trinity Solar. In August 2014 it was discovered that one of the two Inverter was not working. Trinity sent a technician who confirmed that one of the Inverters was bad and turned it off.

After about when I didn't hear from I called Trinity. Trinity informed me what the Tech. found and the Inverter would be replaced. After many calls, and a letter, nothing was resolved. Every time when I called. Trinity reported that there Lawyer was working the Lawyer from the was responsible for the Inverter. I suggested to Trinity that they advertised as "Leading Solar System", they have Inverters on hand, they should replaced by bad Inverter with one that they have in stock.Desired Settlement: Replace my bad Inverter

Business

Response:

December 9, 2015Service RepresentativeRevdex.comRE:Complaint ID #: [redacted]Our office is in receipt of the above-referenced complaint filed by [redacted]. We have been in touch with the customer. Despite 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 [redacted]’s bad inverter. We will be performing the replacement on December 15, 2015 at no charge to [redacted]. [redacted] 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.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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,

Review: a year ago I signed with Nick M[redacted] to install solar panels at [redacted]. We spoke to him a dozen times on the phone and he came to our house at least 5 times. He assured us that it would be installed before June. He quit [redacted] as he said their customer service was poor but he assured us that his new company, Trinity would have it installed before June. In spite of many phone calls and emails it has yet to be installed.Desired Settlement: They began installing on the east roof instead of the west roof for which all the paper work and calculations were made without giving us new calculations. They keep saying they will discuss it but they don't. Specific questions

including price adjustments are ignored. I phone them and my calls aren't returned. My emails have yielded no more than more promises of discussions.

Business

Response:

September 9, 2015Service RepresentativeRevdex.com RE: Complaint ID #: [redacted]Our office is in receipt of the above-referenced complaint filed by [redacted] We are working diligently to resolve [redacted] issue. Our corporate sales manager met with [redacted] son late last week to discuss a solution. Trinity Solar commenced the installation, but the modules were located on a different roof plane than originally discussed. Trinity Solar has offered to complete the installation as is, and compensate the homeowners for the difference in production. This solution was agreeable to the homeowner as the compensation provides for a better return upfront and the system can be completed and up and running sooner. An addendum is currently being drawn up for the change in system design which will be sent to the homeowner for signature and we can settle the final payment and compensation details. We apologize for any inconvenience or frustration caused for the customer. At Trinity Solar, we pride ourselves on providing an optimal experience for the customer and making solar simple and affordable. We are righting this situation and hope this repairs any damage to our relationship with the [redacted] 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.

Review: I purchased Solar Panels for $18,900 from Trinity based on the company’s promise for good service and reliable service warranty, which now appears questionable. After I authorized my final payment on Sep 17 through a construction loan, Trinity has been giving misleading information about the status of our final inspection which is delaying the initiation of power production. Although it has been 3 weeks since the work was finished and final payment was authorized, which now appears to be a big mistake, Trinity has provided me no substantial update with respect to the status of the final inspection. After my initial inquiry they sent me a long canned email reminding me of various steps which are required to be fulfilled before I can turn the system on. Upon being asked for status of step 1 they have been giving me misleading reasons for why they have not been able to do anything for many week now. Their customer service team first told me that the engineers are working through a backlog of cases and when I asked them if this was a case of selling more product than they could service I was told that there was a misunderstanding at their end and some paperwork is with the township for review. When we checked with the township we were told that by the township that they have not heard from Trinity since Sep 11, when the rough inspection was processed. Based on township’s response we asked Trinity to explain the delay again and have not heard back from anyone including the sales person, even after follow ups. It appears that this company is making false promises to people and selling more product than it is able to service and manage in a timely manner. Although based on the sales pitch I was hopeful that this company will be different from others but I have been absolutely disappointed in how they have been giving misleading information and not taking the required steps to get us the power for which we have paid in full.Desired Settlement: As there are more steps to be taken after building department's final inspection, I would appreciate if Trinity can take the required steps for final inspection promptly, just like they did when they needed the rough inspection approval and the final payment. If they are facing genuine difficulties I would appreciate timely updates on real reason for the delay, so we can be assured that this is not the beginning of a really bad service experience and a horrible purchase from a company which is engaging in fraudulent sales practices.

Business

Response:

Upon signing a contract for [redacted] in July for a solarelectric system, Trinity immediately began working upon all of the necessarydocumentation and paperwork to have the system installed. We designed andengineered the system and then filed all of the permit, utilityinterconnection, and state registration applications. Upon receiving each ofthose approvals back from the various entities, we began contacting [redacted]to schedule his installation for early September. The installation went smoothly,but we did have to file an update with the township for the permittingpaperwork due to a slight equipment change from what was originally planned. Wehad to create a whole new set of drawings and paperwork to be submitted. Justas the township reviews the original permitting package, we had to wait for thetownship to review the as-built system details to update their permit approval.Since [redacted] filed this complaint, we have received theapproval necessary from the township to be able to schedule the finalinspections of the installation. The inspections have been set for October 22nd,as per the stated availability of [redacted] As with every customer, Trinity will continue to take everystep necessary to complete the solar project for [redacted] After his townshipinspections have passed, we will continue following up with the township forthe documentation they provide to close out the permit. Upon our receipt ofthat, we will file the necessary documentation with the utility company torequest permission for the customer to operate the system. We will prepare andsubmit the paperwork as quickly as possible, but after each submission, we mustthen wait to receive approval. We look forward to helping [redacted] achieve this milestoneas quickly as possible and have his system provide power for his home for yearsto come.

Review: The company promise to installed solar panel and took $ 500.00 from me for 5 months I never heard from them. [redacted] did I it for me free without a chargeDesired Settlement: When ever I call the company they keep telling me lairs can you please help me restive my money.thanks.

Business

Response:

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.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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,

Review: A door to door salesman named Alan G[redacted] stopped by this afternoon to ask if I wanted free solar service for my house. He said they needed to run a credit check because "poor" people were selling their "free" panels for money. He said their company gets paid from [redacted] and the federal government for getting a percentage of their power from the solar panels on my house. After he left, I did some internet searches which made me feel uneasy so I called the company that they work "with", [redacted] They informed me, after many, many questions and beating around the bush that I WOULD have to pay them for the electric that is generated by the panels on my house. That most certainly is a cost to me which means he LIED to me.Desired Settlement: I want to make sure that they can't hold me to the form that I signed on his iPad - which I never got to see the entire thing - and I don't have to do business with them ever again. They lie to customers to get them to sign. I told [redacted] that I will not be continuing with this because their representative lied. Since I couldn't see exactly what I was signing, I'm worried that they will try to force me to continue. Thank you for your time.

Business

Response:

May 18, 2015 Ms. [redacted]Service RepresentativeRevdex.com RE: Complaint ID #: [redacted]Dear [redacted]Our office is in receipt of the above-referenced complaintfiled by [redacted] home was identified by a member of our DirectSales Team, Alan G[redacted] to be a good candidate for solar energy. Solarenergy can be an excellent choice for homeowners to save money on electricitycosts—whether by purchasing the system upfront and receiving the energyproduced by solar for free, or by having the system installed on the home at nocost to the homeowner and then purchasing the energy produced at a lower ratethan is currently paid to the utility for electricity. We have helped thousandsof homeowners go solar for no money upfront—they get installed for free, andthen experience savings when paying for solar as it is produced costs less thanpaying their old utility bills. Trinity Solar never intends to mislead the public regardingthese claims, and our business is built around providing in-depth consultationsfor home and business owners to go over these options and clearly explain thesavings that their custom system could provide. [redacted] seems to have signed a Letter of Intent (LOI),expressing at least some interest in learning more after the initialconversation with Alan G[redacted]. Normally, Alan would notify the office of the interestedcustomer, and we would take measures to custom design the most cost-effectivesystem possible for the homeowner so Alan can go back out and explain thespecific details. In this case, it seems as though [redacted] cancelled hisLOI quite promptly, and Trinity never even began the preliminary designprocess. [redacted] can rest assured that he is in no way obligatedfor anything, and that Trinity has him listed as a Lost prospect in our system.Should [redacted] ever wish to hear more about his solar options to betterunderstand what is available, we would be happy to have a member of ourmanagement team contact him to clear up any confusion. In the meantime, we willnot proceed to any sort of contract or agreement with [redacted].Please feel free to contact our office with any additionalquestions and please confirm in writing that this response is sufficient toclose the Revdex.com’s investigation of this Complaint.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Although I appreciate the comments made in Trinity's response, there was no addressing the fact that this sales person lied to me about the costs in having this system. I have alerted my HOA and friends in the community to make them aware of the situation. I cancelled promptly because as soon as the salesman left my house, I got on the internet, read about this company's tactics and then contacted [redacted] directly to get the real story on how this system works (WHICH WAS NEVER EXPLAINED TO ME!). My complaint has been filed and I hope that the Revdex.com will note somewhere that this company is acting in a less than honest way. Other than that, I consider this matter closed.

Regards,

Review: I agreed to have a solar system installed on my home. There was no problem with scheduling the installation. However it took six weeks to get the township scheduled for the final electrical inspection. The township inspector failed the installation for a broken breaker. Trinity had an employee at the inspection however he arrived with no parts, the van only an the employee and two screwdrivers in it. Therefore a re-inspection had to be scheduled. About a week later I was informed that they submitted a new plan to the township because the system need a larger main circuit breaker. It has been 3 weeks and I still have not heard from Trinity.Desired Settlement: Get the final electrical inspection scheduled and complete and all other required inspections and installations completed so that the system can be turned on.

Business

Response:

June 10, 2015[redacted]Service RepresentativeRevdex.com RE: Complaint ID #: [redacted]Our office is in receipt of the above-referenced complaint filed by [redacted]The installation crew wrapped up at [redacted] home on 4/7/15. 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 installation. We 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 passed. Upon notification of said failure on 5/12/15, we delivered corrected update paperwork via [redacted] to the township to ensure expedited and tracked delivery. The 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 inspections. Final inspections were scheduled as soon as possible on 6/4/2015. 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 [redacted] home. 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.

Review: In an effort to make a sale, we were completely misled and deceived regarding the solar installation process. In an effort to get resolution I called several times and no one gave us the courtesy of a return call or help to correct the problem. When we finally got someone on the phone I was yelled at instead of helped in the most unprofessional manner I have ever experienced. One of my issues is that during installation I was suddenly told that my electrical panel needed to be upgraded and they would need to break the new wall in my family room - seriously - they tell me this half way thru the job. Then I am told that the panels needed to be moved because we had vents on the roof no one accounted for. Then we get no calls to finalize inspections and when I finally get a hold of someone after weeks it turned out the paperwork had not even been sent to the town for the "upgrades" - upgrades that I didn't ask for but that were the result of Trinity's errors. Again I kept cooling and the answering service would tell me things like they are running late and no one is in the office and I should call back; then when I call back I am told that they are at a picnic. When I questioned customer service the response I got was that the head of the company was giving them the picnic and they should be able to have fun so what should I be upset about...yes after weeks of dealing with no answers and mounting frustration that was the response I received! Not once did the customer service person even apologize. When I finally spoke to the sales manager I was told that the person I dealt with was fired as they realized he kept doing this to people - nice to know that after I was treated this way. Then I was told they will expedite getting our inspections with the town - that was two weeks ago and nothing yet again. Trinity should not be allowed to have a license or to operate in New Jersey or any state for that matter. It has been a month and I have no inspection & no solar!Desired Settlement: I want the people at Trinity to return phone calls, resolve the issue and make certain that the quote I was given is the $$ I will spend. If I need to pay a penny more than what I was promised it needs to be paid by Trinity. I want certification in writing from the company that this is what will happen since nothing else they said has been accurate. The sales manager indicated that he would review the quote to make sure that I was given correct information but he never called me back either to let me know the outcome of his review. I also would like to see the State revoke their business license and make certain that they cannot continue to treat customers in this manner. They are incompetent, contain NO customer service skills whatsoever and are taking advantage of customers with unfair trade practices and deceptive marketing.

Business

Response:

July 15, 2015

[redacted]Service RepresentativeRevdex.com RE: Complaint ID #: [redacted]Dear [redacted]Our office is in receipt of the above-referenced complaint filed by [redacted] signed a letter of intent (LOI) with [redacted] on April 17, 2015. It is true that Felix has since been terminated, but that does not reduce the level of attention or service paid to any customer that Felix generated. Acting upon the LOI, Trinity had a site survey crew on site on April 25, 2015 to take data from the roof so a custom contract could be created for the [redacted] residence, which Felix presented on May 2, 2015 at which point [redacted] signed the solar agreement. Trinity invested in technology to evaluate the house, which was verified by an on-site technician. Unfortunately, due to human error, the calculations were slight off, and a vent pipe was plotted in the wrong position on the roof. As a result, the design that was agreed upon at contract signing had to be altered. No panels were deducted from the total design, but one module had to be relocated to a different array. Upon the contract signing on May 2, 2015, Trinity Solar filed applications with the state, the utility company, and the local permitting authority outlining our plan for installation based on the contract signed. Due to Trinity’s experience, professionalism, and history of doing business in the state, all necessary applications were approved expeditiously so that we were able to start installation just under six weeks later. Regarding the need for an electrical upgrade, while our sales team members have some rudimentary electrical training to aid in their solar consultation, our experienced electricians who were on site for the installation felt it was in the best interest of the customer to suggest an upgrade to ensure maximum safety and productivity of the solar electric system on her home. This electrical upgrade was done at no cost to the customerWhile the solar installation work was in progress on site, our permitting team was preparing the paperwork to update our approved permit to account for the additional electrical upgrade so as to keep the township informed. Update paperwork was brought in person to the township, and we followed up to ensure it was approved as quickly as possible. As soon as we received word that the update was approved, we contacted the township to schedule final inspections. The inspections were scheduled out for July 22, 2015 in accordance with the inspector’s schedule. Trinity Solar places a strong emphasis on customer service and communication, and we have purposefully increased staff and improved processes as we strive to provide maximum customer service. We regret if [redacted] feels there was a lack of communication on our part, but we do have several calls logged—at least eight of which were logged from the time we commenced installation on June 12, 2105 through to July 8, 2015. Our customer care team is available by phone from 9:00am to 5:00pm, Monday through Friday, with the exception of holidays and the afternoon of our annual company picnic, which took place on June 26, 2015. We had made a call attempt to [redacted] the evening of June 25, 2015, but notes indicate that the voicemail box was full so we were not able to leave a message. Trinity Solar does use an answering service so as to provide some level of live support to our clients outside of standard business hours. We have had a long-standing relationship with the answering service that we use, and have received very few complaints about their level of service or professionalism, so we regret if [redacted] felt under-served by them.Although [redacted] experienced a shorter-than-usual time frame from contract to installation commencement, it is unusual for the post-installation inspection process to take so long. However, we must abide by the regulations set forth by the town and the inspectors, and we felt it was necessary to perform an electrical upgrade for the homeowner which required revised paperwork to be filed. While we wish a few weeks could have been shaven off of this timeframe, we are confident that [redacted] will have the safest and most productive system possible, which will produce clean solar energy for decades to come. To address the desired settlement, we will continue to stay in touch with [redacted] to keep her posted throughout the remainder of the process. Upon passing the township inspections, we need to receive final paperwork from the township which will then be forwarded to the utility company in order to close out our interconnection application. The utility company will review the paperwork and grant permission to operate (PTO) as their approval of the installation.[redacted] should expect no additional costs for the contract she signed. As was agreed at the time of signing, [redacted] has had zero up-front costs, and [redacted] the third party financier that owns the system on [redacted]’s roof, will bill for the power produced by the system at the agreed upon rate. All installation, application paperwork, permitting, inspections, and the electrical upgrade were performed by Trinity Solar at no cost to [redacted]. Trinity has been in business for over twenty years, and has been installing solar system for home and business owners in the Northeast for more than ten years. We have installed over ten thousand solar systems, and we look forward to continuing to serve the Northeast by bringing clean, affordable, renewable solar energy to as many people as possible. We hope to restore [redacted]’s faith in Trinity despite her setbacks during this experience. We pride ourselves on establishing long-term relationships with our customers, and we look forward to repairing our relationship with [redacted]. Please let us know if you require any further information.Thank you,Tom P[redacted], Trinity Solar