Westhaven Power Reviews (%countItem)
Westhaven Power Rating
Address: 800 Northgate Dr, Yuba City, California, United States, 95991-8808
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so the problem was customer service and contract issues
so we agreed on solar and a new roof
and we agreed on or around august of 2019
said install would be about 5-6 weeks out
called 4 weeks later for progress and they proceeded to tell me again another 5-6 weeks
they called and left as message saying the install would take place on the 11th or 18th of November
I proceeded to call back and find out why they didn't show for appointment and all I got was a run around and open promises
then I finally talked to someone and they said sorry it is on for the 25th of November and it will take about 2 weeks to complete roof and then to proceed to solar panels and panel change out
they didn't show show up for that appointment either and I have been talking to anyone and every trying to find out why not one person can give me a single reason they didn't show up and wont give me an actual start date to get this completed
and even to this day 1-11-2020 haven't heard anything back on why they didn't show up and why they haven't put the install into works
I did get a call a week ago with a small message stating now they need more time to make sure they have 2 full weeks of clear weather but wont give any other information other then that
We sincerely apologize for the delay in the customer's roofing project. Due to overwhelming demand, our roofing projects typically start 14-16 weeks after the contract is signed. It appears that the sales representative working with this customer provided an incorrect timeline, resulting in expectations we are not able to meet. Because weather is a factor when tearing off and replacing roofs, our team needs a period of at least 2 weeks of dry weather to complete the project. This customer's roofing project is scheduled to begin next week, and our project manager has relayed this information to the customer.
We have left voicemails for this customer over the last two days, in order to confirm the next steps of the project, however, we have yet to hear back. We will attempt to contact the customer again today.
We have left 3 voicemails for the customer since this complaint was submitted, and have been unable to get in contact via the phone number on file. We have the customer's project scheduled to begin on Monday, but cannot proceed without a return phone call. Customer has been given the project manager's direct phone number.
I am rejecting this response because:
yes we got 1 voicemail a few days ago saying if you had any questions please call back
got a message this morning asking for a call back will call today
and I don’t know about a third message
no where is the voice mail does it say it is scheduled for Monday
and they need a call back or anything to that fact
West Haven Solar installed a solar system that stopped working after 3 months. They knew there was a problem with the system but did not notify me. I went 7 months with no solar. Then had to wait another month and a half to get it fixed. I contacted them and they will not make it right.
The reason they owe us $3141.64 is because our solar system we purchased through West Haven Solar was engineered to either make us a small amount of money that PG and E would pay us for or break us even. The system stopped working 3.5 months after West Haven Solar installed the system. I researched what NEM charges were on my PG and E bill and could not get a clear answer. I called PG and E in October and they told me that our system stopped working on March 4, 2019. That is when I realized that we owed PG and E this huge bill. When I called West Haven Solar, their representative told me that the Panasonic System had a "known" issue and that it would take upwards of 1.5 months to get the part and replace it. The person at West Haven Solar also said that we were about 20 in the cue to replace the part. So at least 20 other customers had a problem with their Panasonic solar system, thus, a "known" issue. They never attempted to contact us knowing that the Panasonic system had a problem and thus, did not show "good faith." I contacted the corporate office 5 times and was never called back. I then called the local office and *** said that they would try to work something out. After a month of being strung along, *** said that legally they owe us nothing. I am sending you the PG and E bill that shows how much we lost due to their inaction. Also note that the whole Summer our solar panels were not generating electricity, so we lost out on the greatest time to generate electricity.
The solar system at Mr.’s home was installed in November of 2017, not November of 2018. On March 4th of 2019, this solar system stopped producing energy. Mr. called our office on October 1st of 2019 at 9:48am to notify us of this issue. We keep thorough records of all customer communication, and we received no notice from Mr. prior to October 1st, 2019. Because we were not contacted by the customer until this date, we were unaware there was any issue with his system’s performance. Once we spoke with the customer on October 1st, our service department immediately worked to rectify the issue. Per the contract, we had the manufacturer run diagnostic tests on Mr.’s system, and they determined the inverter would need to be replaced. We ordered a new inverter from the manufacturer on behalf of the customer, and installed it the day after it arrived at our office, on November 4th, 2019. The customer’s system has been fully functional since that date.
Our company has wholly abided by our contract, and followed the inverter replacement protocol designated in the manufacturer’s warranty. Neither our contract, nor the manufacturer’s warranty covers compensation for loss in production.
Mr. is sent monthly energy statements from PG&E, which detail the amount of electricity used. These statements also include the amount owed, and estimated charges due at the yearly “true-up” date. By the time Mr. realized his PG&E bill had a balance of $3,141.64, his solar system had been non-operational for almost 8 months. It is the responsibility of the customer to check his utility bills, and notice any irregular charges.
We also offer every customer the ability to monitor their solar production through the manufacturer’s website. This site shows detailed solar production by the day, week, month, billing cycle, and year. Again, it is the responsibility of the customer to review this site for any irregularities. In this case, Mr.’s monitoring site would have shown production loss starting on March 4th of 2019.
As far as the customer’s assertion of our “inaction,” we find this accusation to be completely false. As previously stated, the first call we received from Mr. was on October 1st, 2019. During this phone call, he was transferred to a manager immediately. This manager, ***, handled the matter professionally and upheld all aspects of our agreement. During this call, the customer also asked the manager for a $3,000 discount on a residential generator, in order to offset his PG&E bill. The manager stated he was not authorized to offer such a discount, and reiterated that we were not responsible for Mr.’s PG&E bills. As a measure of good faith, the manager offered a 10% discount on a generator, which would amount to approximately $1,200. Mr. declined the offer, maligned the manager’s integrity, and ended the call with threats of legal action.
We firmly deny any wrongdoing, and feel that the customer is attempting to coerce us into offering a large discount due to his oversight.
I signed a contract before summer to have solar installed on my house. A few weeks later the panels were installed. The electrical panel did not get upgraded as agreed upon which my wife and I later declined to get done so that we could have access to solar before the hot months kicked in. A sub panel was installed almost two months later and a final inspection was made and no one ever showed up for it. My wife has called repeatedly and keeps getting told she will receive a call later in the week which hasn’t happened. The project managers phone seems to be turned off because it rings once and goes straight to voicemail. We just want our solar on and working for us, it’s on and getting energy but not going to our house due to the inspection that hasn’t taken place yet. We’ve had two PG&E bills over $250, the whole point of the solar was to reduce our energy bill before the summer. We just want the inspection and our solar on.
We truly apologize for the delay in the customer's project. The final inspection has been completed and the customer's system is on an functioning properly. We have been in contact with the customer and all matters have been resolved.
Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
March 17 2017 we had Westhaven install solat to our home, we had issues at the beginning, they underestimated the usage we needed, before completion certificate had to have them reassess the number of panels to install, they had to add 10 more, they assured me that it would be enough, got out first true up bill found 20 of the 30 panels were not benefiting out pg&e account, we received a bill from pg&e for over 6500 dollers, this was in March, had been in contact with *** with Westhaven and he reassured it would be taken care of, since March of this year it took a *** lineman to come out to check out meters, and found the system was installed incorrectly, contract was submitted to *** incorrectly as a nice agg, should have been standard, as of today Westhaven told methet will only reimburse me for half of the bill, and not to mention the last 5 months of billing, there have paid one installment of 766.88 of 10 to ***, and yet the system still is not functioning properly, I have copious notes of time dates and person I have spoke with. And I do not have the money to pay for the assistance of a lawyer, I'm hoping something can be done.
Dear Mr. ***,
Thank you for bringing this matter to our attention. We completely understand your frustration and are working to expedite a remedy with the manufacturer, ***.
The issues with your solar system have been discussed with our executive team, including our CEO, and we have come up with an equitable resolution. The details, which have been provided to you via phone as well as email, are included below:
- The solar system manufactured by *** and installed by Westhaven was designed to produce 16,120 killowatt hours (kWh) of solar electricity in its first year. Due to our error in the meter aggregation process, we will be reimbursing you for this entire first year's worth of production. To make this reimbursement as beneficial as possible to you, we will be paying you at your *** rate of $.24/kWh (instead of the lower rate of $.15 on your contract with ***).
- The total amount of reimbursement will be $3,868.80 (16,120 x .24), of which we have already issued a check in the amount of $766.88. The remaining balance of $3,101.92 will be paid to you upon receipt of a release of liabilty form.
Neither Westhaven, nor ***, can be held liable for any electrical usage beyond what your solar system can produce. According to ***, your total electrical usage for the year in question was 25,707kWh, which means your household used 9,587kWh over and above what your solar system produced (and has the ability to produce). Any remaining *** charges for these killowatt hours will be your responsibilty to pay.
We thank you for your patience as we work to resolve the manufacturing defects with ***, and we look forward to working out an agreeable remedy with you.
Sincerely,
The Westhaven Customer Service Team
I am rejecting this response because:
To Westhavens response, how can they have me sign a release of liability for the remaining balance when we still have 6 month, from March 12 20018 to Aug 13 2018, that the system has not been benefiting to our *** bill, as per my discussion, on Aug 13 2018 with *** they are sending another company out to replace parts to my system.
I have attached a copy of the contract with *** and installer Westhaven Solar, from my understanding, of that I see that in.
Page 2 part 1
The interconnection was not completed with utility, ***, we were put in the wrong nim class from the beginning of start up.
Page 3 part 1
We were never issued a users guide, and obviously Westhaven didn't test system correctly to see if all 30 panels were working properly to benefit our utility's.
Page 5 part 4 sub X
I had notified Westhaven numinous times through out last year and this year that I didn't believe the system was not working properly, due to a red light being on, on the monitoring box intermittently, and when they would send a tec out they would tell me it was just a problem that it was not transmitting to their system but was going to the grid correctly to benefit my power bill.
Page 5 part C sub i
how can system be monitored when it hasn't worked, or was not contracted correctly with ***?
Page 7 part 5 sub b
I was never presented with any engineering site audit of power use, and my system they installed from Westhavens calculations my system is only producing only 75% of the power needed, and they will not let me know how they can fix this issue.
In addition to all the above the last two times they were out trying to fix, they have removed parts off outside wall leaving holes, trenching out more of my property , damaging, cutting, well pump lines and patching wires back in the open and not shrouding back into protective tubing, if I were not disabled I could dig out the area were well wires were damaged.
Now to add to all of this it seems now Westhaven is putting the blame on equipment failure? and I do not think you have any idea the stress this has put myself and wife under.
I believe I have been more than patient over the past 6 months with WESTHAVEN trying to remedy the issues to our system, until Aug 13 2018 when Wessthaven now is blaming on equipment failure and not only install failures from the beginning.
I want to let you know that ***. *** came by to pick up his reimbursement check ($3,101.92) which covers any production loss for March of 2017 through March of 2018. I've also attached his release of liability form below.Thank you
I would not recommend this company. This was a horrible experience. The installers showed up at times that were not agreed upon. Then when they did the install of the fuse box they cut too deep and went all the way in to the interior wall. Olive the project manager said that she would contact me with a time that they would come out and fix my wall but I have yet to hear from her. I have emailed her and text her with no response. This has been three weeks now.
Dear Steve,
We are truly sorry for the lack of follow up concerning the repairs on your property. Per your conversation with our construction manager, we will be at your home on the agreed upon date/time to complete the repairs.
Please let us know if there is anything more we can do to assist!
Sincerely,
The Westhaven Customer Service Team
We had a sales Representive come to our house giving us information on signing up for solar. He informed us if we sign up we would received a rebate between 5k to 6600 we would get one just didn't know the amount.He said we could fill out paper work or have the company fill it out. Well when he e-mail the paper work several month and several call later it said we had to pay $500 to file. The sales rep agreeed to take care of it. After talking with the office several time fearing we were reaching the deadline, we were told several other clients were being denied and they were talking to there attorneys,they were going to file a class action suit because all the clients were being denied without a reason. I have called the sale representative several time and months later to see how the progress was going, he told me the government denied it and he has tried calling the office and of the CEO and know one is retuning his calls. His said it's nothing he can do,he no longing works for the company.We would have not made the purchase without a rebate and he was fully aware of this! I didn't even get a copy of the denial. I don't know if there is a problem with the installation. I hope not!
Dear Westhaven customer,Firstly, we’d like to express our sincere apologies for any misinformation given to you by the sales representative. To clarify, the New Solar Home Partnership (NSHP) program is offered through the State of California, and the state determines the eligibility guidelines for all rebates offered through the program. We recently discovered the NSHP program eligibility guidelines were changed, leaving some of our customers currently ineligible for rebates. Per their most recent guidelines, homeowners are no longer eligible for rebates if their solar project permits are not applied for prior to their certificate of occupancy. Because the rebates are not offered through our company, we cannot file paperwork on a customer’s behalf; we can only provide customers with the information provided by the NSHP guidebook. Our company sent customers an email in regards to the guidebook changes on December 20th, 2017. We apologize if you did not receive this email.For any outstanding questions or concerns regarding your rebate eligibility, please refer to the updated NSHP Guidebook, 11th edition, below.
:
Chapter 1, Section C, page 3 (“Applicability of Guidebook Changes to Existing Applications”)
Chapter 2, Section C, page 6 (“Eligible Project Types”)
If you wish, you can also call the California Energy Commission at ***, and personally express your concerns.
Thank you for your feedback, and please feel free to reach out to us in the future a***.
Sincerely,Westhaven Customer Service Team
I am rejecting this response because: We would'nt have made the purchase, but the sale Rep informed us we was going to RECEIVE a rebate not maybe. If your Sales Representative is not giving out the correct information doing the time of sale this is not my fault. Apologizing is not going to take care of the 6,600 I was anticipating paying on the loan.Saying the office does not file is untrue I have e-mail stating otherwise. So let me make this clear,your office never file for my rebate and never atttended to.
I've taken the text of the customer's response, and given you our rebuttal for each point below.==================================================================================="We were informed several time before October to go to City Hall to get the CF-1R. They would not let us get it. This is why *** started doing the work. Yes they did send a email in July stating they needed the paper work, however we continuously went back and fouth about us paying someone else to fill out the paper work."--Our first request for the customer's CF-1R and Occupancy permit was sent to them via email on July 8th, 2017. This email clearly states that the customer needs to go to their "home builder or developer for this." We never instructed the customer to go to City Hall, and we do not know what the customer means by "They would not let us get it." The instructions provided were accurate, and we asked the customer to email these documents to us once they were obtained. We have no control over where the customer actually went, or what they were told by another party.--This initial email also stated "The next step in the process is to have a HERS rater come out to rate your solar system. There will be a $500 fee involved with this. I will give you the contact info for the rater we use when we get the 2 documents back." From this email, you can see that we notified the customer of the $500 fee, but did not mention paying that fee for the customer. "we continuously went back and fouth about us paying someone else to fill out the paper work. I'am very surprise that they are now stating they were waiting for us. *** would not respond to any of our phone calls, this is why I wrote the lettter to *** in August."--We never had any conversations with the customer regarding being paid to fill out paperwork. The only time a fee was mentioned was in regards to the HERS rater (see above email). If the customer was looking to pay someone to fill out their paperwork, it was not us. The customer was thoroughly explained the situation over and over again, with a very low comprehension, mostly because they did not want to hear what *** was telling them. They would talk to her and then go and tell their sales rep that nobody would call them back because they did not like what she was telling them. They were not being charged for us to fill out paperwork. We filled out a lot of the paper work for them, and they were asked to fill out the paperwork we were not able fill out, paperwork that the CEC required the customer to fill out and sign. "If you knew the rebate was over why are you sending me an email to send papers back to you in October."--*** sent an email to the customer on October 20th, again requesting their occupancy permit and the NSHP documents. At this date, we still had not been notified that the rebate guidelines had been changed. This is why we were still trying to get the necessary documents from the customer so that we could submit them."When *** called me a couple weeks ago to say I was mistaking the rebate with the tax rebate I felt you were not going to take responsibility at that point."--I called the customer once I was notified of the Revdex.com complaint. I saw that the amount the customer was disputing was not the amount of the possible rebate, but instead was the amount they could claim for a tax credit. I spoke with *** and explained this to her. As far as taking responsibility for the situation, we did everything we could:1) Contacted the customer multiple times to get their paperwork2) Assisted the customer in filling out paperwork where we could3) Informed the customer that the eligibility guidelines were changed by the state (CEC), and they would no longer qualify for the rebate3) Called the customer to explain that $6600 was not for the rebate, but was for their taxes--which they may still be eligible for as long as they file their taxes correctly (we cannot provide any kind of tax advice)===============================================================================================================================================================================Please let me know how we can get this case resolved in a timely manner. It appears the customer is going to continue throwing accusations at us, when the situation is out of our hands.I appreciate your assistance.Best,***Customer Service Manager
Once again this could all be clear up by a statement from your Rep. *** as to what really happen.
what was untrue- you first stated you did not fill out paperwork for Hers, You filled out ours.
we were told *** we were to receive to rebate if we were doing this for tax we wouldn’t have been sending it to you.
We sent everything you asked for in September. You didn’t send us paper work to sign until October, this is not our fault we we kept calling and know one would return call. This is why *** took of because *** kept calling.
You keeep saying paper work was not sent to you in time, once again Hers was waiting you never sent it in they sent you two notice why didn’t this get sent in you had the paper work. It did get cancel until 2018
Because you list youself as the primary contact we never received any notice from them. None from you either
ONCE AGAIN GET A STATEMENT FROM ***,AND THIS COULD BE CLEARED UP AS TO WHAT REALLY HAPPEN!
After a long process of paper work we final received an installation date. All went well and seemed fine. Westhaven contacted us several times about their checks from the bank. They were received and a inspection date was set up. On Friday 11-10-17 I received a call from them to set up an inspection date for 11-15-17. I explained I would not be able to make that day and asked if we could plan it for the next day 11-16-17. After making a big deal about it saying how it would delay the process she said okay. She said they would be here between 8 am and 12 pm. At 2 pm I called and she said she had no notes of an appointment. I asked to speak to her supervisor and he said there was no way she could have made the appointment. They rescheduled for Friday 11-17-17. I asked them to call when they were on the way. I received a voice mail form *** the scheduler giving me a 2 hour window of 8 am to 10 pm. So I decided to stay home and wait on Friday morning. At 9:30 am the supervisor called and said they had to cancel. Upset I called my sales rep from Westhaven Solar to see if he could do anything. He called back at 10:30 am and told me they would be out by 12 noon. He said if they are not out call him back. At 12:30 pm I called him back. He could not believe it. It is now 2:40 pm on Wednesday 11-22-17 and have not heard back from Westhaven Solar. Please help me in any way possible to get this completed.
Thank you very much.
Dear ***,
We appreciate your feedback and have been working diligently with our project management team to resolve your issue. They have informed us that they have gotten in touch with and scheduled your final inspection for December 5th. Please accept our sincerest apology for any inconvenience we may have caused you. Feel free to reach out to us at *** if you have any further concerns.
Thank you
-Westhaven Marketing Team
I am rejecting this response because: It was not Westhaven Solar who contacted me it was I who had to contact them. Inspection was done on 12/5/17.
I have been waiting since June to get all my solar hooked up. They got the panels up and finally after they kept rescheduling the time they would come out to put in new electrical panel they got it done it passed the first inspection but when they inspected the panels it did not pass because they had it too close to the fireplace, which they knew was a standard 36 inches. Now another week passed and they were suppose to come out and fix it and get it setup to be turned on. They were suppose to be here at 1:00 not, called office talk with *** he said would call to find out 45 min. later I called back because he did not call me, *** said she would find him and have him call....did not call me back. The tech called me said he would be here soon just finished another job and he was 45 min away now it is almost 3:00. This is costing me an extra 400.00 a month. I am on a fixed income and this is a hardship. The customer service and reliability leaves much to be desired. What will happen if something goes wrong later on? I have seen 5-6 more reviews in the last two months about this company for the same thing on ***. If those were on there when I was looking I would not have went with them.
Dear ***,
We have been communicating with our project management team about your issue. We have been informed that your issue has been resolved and you are up and running now. We are sorry for the inconvenience we have caused you. Thank you for bringing this to our attention, if you have any further concerns please feel free to email us directly at ***.
Thank you,
Westhaven marketing team
Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
Once *** got all the facts he worked well to achieve a good out come. The unit is working fine now. Thank you.