Zing Solar of New Mexico, LLC

To Whom it May Concern,We're sorry to hear about Ms [redacted] situationWe did receive a request to review her system and found that it was producing as expectedThis information was presented to Ms [redacted] .System performance for may, june, july, and aug [redacted] _ shows to be performing_ last four months system performance below: 88.0% 95.5% 96.5% 103.6%I have attached the usage report from PNM that we used to design her system in showing the amount of energy that she was usingI have also attached our design analysis showing that the system was designed to handle the current usageIn addition, I have provided the letter from PNM showing that her solar design was reviewed and approved to be appropriate for her residenceMs [redacted] was also shown all these details and agreed to move fwd on her projectAll details related to the solar project have to be approved by the customer for us to move fwd.I also contacted her finance company, Sunnova, to see if they can work with her on her monthly payments.Please let us know if there are any additional details that we can provide for your records.Sincerely,Aaron S [redacted] Processing Director

Complaint: [redacted] I am rejecting this response because:Aaron, I am a reasonable person. You asked me if something has changed since the initial usage and design. I’m sure it has. People getting jobs not staying home, maybe turning off lights who knows. But I’m not sure if that would decrease the energy that much. The system was based on a years’ worth of data and I’m sure that others peoples usage changes also. Zing Solar sent a Zing solar employee to my house and had me sign a contract for this solar system. As far as I’m concerned Zing Solar misled me and should be held responsible. If Zing solar is not able to help me in this situation even though I was first contacted by Zing to try to “analyze my system”, I believe Zing should be my advocate and continue to contact Sunnova to encourage them to remedy this problem.The way the system works and the way the system is explained to the customer are completely different. Currently my contract stats that I should be paying an average of 142 per month. Right now my average is 188. If I paid $88 per month for the next 5 months I would hit that average. So far my lowest bill has been 148. I don’t see $88 in my future. This is a problem on top of the system being too large. Here are a few of my PNM bills. If you notice every month has excess, even the highest usage months. Regards, [redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

Complaint: ***
I am rejecting this response because:Dear Mr***, I have never denied the efficiency of the system that was installed on my house, I agree that it is performing admirably, and the report that you provided verifies that information. However, my complaint is not regarding the performance of the system, it is the fact that the system itself is to large, I in turn have the letter from PNM stating that the unit is too large and though yes I had to approve the unit, I was mislead by your representative who told me the unit was the correct size and that is the only reason why I continued. I accepted his information as accurate, and it wasn't, I would never have agreed to the contract had I known this situation would be the result I did request a review because of the fact that the bill was to high, Ms*** provided me with a spreadsheet with filled in numbers that were not accurate to what I was paying, I had only paid for four months and yet the report had one year's worth of data on it. This incorrect report didn't provide me with any assistance in understanding the situation and when I asked her for accurate information or an explanation of the numbers she had entered that weren't from my account she informed me she would have to get back to me and she never did. I appreciate that Sunnova was contacted regarding the billing concerns that I have had, and I have been contacted by them and am waiting for a return phone call to see what can be done. Reports provided by them may state that the system on my house is the correct size, PNM has stated that it is to large, and the numbers that have followed since the system has been activated prove it beyond a doubt. The system is generating more power than I could possibly ever use considering for example on my October PNM statement it states that the system generated 1095kwh total power, and we used 520kwh and 575kwh was put into the reserve. This has been on going since the unit was turned on and I have over 3000kwh banked, which even if the system was completely removed would cover almost five months of my usage. Considering i'm banking more than i'm using even during the highest usage months of the summer, I will never use the reserve generated. These numbers prove that the unit is to big, presenting me with a performance report does not offer me a resolution of the problem. I would like it removed from my home altogether, however, I will settle for the unit being reduced in size to be more inline with the actual usage of my home, not generating power I will never possibly use which will in turn lower my monthly bill.
Regards,
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]

To Whom it May Concern,We're sorry to hear about Ms. [redacted] situation. We did receive a request to review her system and found that it was producing as expected. This information was presented to Ms. [redacted].System performance for may, june, july, and aug [redacted] _ shows to be...

performing_ last four months system performance below: 88.0% 95.5% 96.5% 103.6%I have attached the usage report from PNM that we used to design her system in 2015 showing the amount of energy that she was using. I have also attached our design analysis showing that the system was designed to handle the current usage. In addition, I have provided the letter from PNM showing that her solar design was reviewed and approved to be appropriate for her residence. Ms. [redacted] was also shown all these details and agreed to move fwd on her project. All details related to the solar project have to be approved by the customer for us to move fwd.I also contacted her finance company, Sunnova, to see if they can work with her on her monthly payments.Please let us know if there are any additional details that we can provide for your records.Sincerely,Aaron S[redacted]Processing Director

[redacted], Thanks for the feedback. I can understand why you are concerned and that you believe the solar system is too large for your needs. When we reviewed the design details it looks like everything was done correctly. (initial usage and design docs have been provided) I would guess that your usage has dropped dramatically since installing solar or there is something else that we are missing that would explain the difference in usage vs production. Can you think of anything that has changed with your circumstances that would affect your electrical usage? All of our systems are designed based on previous usage and sun patterns.If you could provide your latest utility bills, I am happy to review them to identify what has changed since the system was built.I understand that you are requesting to have the system removed or reduced in size. Please remember that Zing Solar designed and built the system but that it was paid for by Sunnova, your solar agreement is with Sunnova, and any and all requests to modify the system legally must go through them. Zing Solar does not have the ability to accommodate your request.Please let me know if there is anything else that we can do to help.Aaron

Complaint: [redacted]
I am rejecting this response because:Aaron, I am a reasonable person.  You asked me if something has changed since the initial usage and design. I’m sure it has.  People getting jobs not staying home, maybe turning off lights who knows. But I’m not sure if that would decrease the energy that much.  The system was based on a years’ worth of data and I’m sure that others peoples usage changes also.   Zing Solar sent a Zing solar employee to my house and had me sign a contract for this solar system.  As far as I’m concerned Zing Solar misled me and should be held responsible.  If Zing solar is not able to help me in this situation even though I was first contacted by Zing to try to “analyze my system”, I believe Zing should be my advocate and continue to contact Sunnova to encourage them to remedy this problem.The way the system works and the way the system is explained to the customer are completely different.  Currently my contract stats that I should be paying an average of 142 per month. Right now my average is 188.  If I paid $88 per month for the next 5 months I would hit that average. So far my lowest bill has been 148. I don’t see $88 in my future.  This is a problem on top of the system being too large. Here are a few of my PNM bills. If you notice every month has excess, even the highest usage months. 
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]