Green Eco Solutions

Mr***,We just spoke on the phone where I explained just how upset I am and truly understand how upset you are at the situation I pulled up your solar panel array on line to see for myself that inverters are down I then read to you the poor explanation of the delayed action [redacted] will take I am emailing them about the other two inverters that are down and will update you as soon as AI hear anything.I am asking them if I can purchase two inverters on my own and if they will log them into their system and track their production or if this somehow voids the warranty on the other inverters So I would rather take the money out of my pocket to make you happy at least for the moment.I sincerely apologize, It was good to hear that you felt you got prompt serve when we had control.SincerelyJoe S [redacted] Owner

5/1/2017Dear [redacted] ***,I do apologize but from time to time we are human and do make mistakesI have been informed that we mis-quoted the price on your door and informed you of this issueI am not sure if the sales person looked at a different PO number in the door pricing book but it certainly was not done intentionallyThe law allows the consumer days to cancel an order in case they feel they might have found another company or a better priceIn that same realm of fair business we hope you understand that we mis-quoted the door pricing and could not make that price work where we could give a lifetime warranty.I sincerely apologize as this is not our business practice and because the error is ours would like to offer you the opportunity to get the EXACT same door you purchased for the price we agreed uponoffer you this because we wish to make all customers happy and if you aresaying we never contacted you then take accountability for that.Please let me know your decision.SincerelyYvette Y

Complaint [redacted] I am rejecting this response because: In the letter it states that we have a tree/shading over the one panel, when we had the tree it never affected the panels to this degreeNow the tree has been down for a little while and we are currently still having this issueThe gentleman that came out to fix the approved panel, checked all our inverters and and the d/c current going to the panels and found that the current is not lowAll the other panels are getting and doing what they need to do, except for this one that they have refused/denied to be fixedWith and without the tree in place or if there was a power dc issue, all of our panels would be showing bad and not just the one or twoIn the companies response letter itself states that we the customer are to contact the company [redacted] who will then check our system via computer, yet in the same response email to you the Revdex.com they have sent a log and in which a section states that [redacted] is NO LONGER dealing directly with customers, only with installersWe have tried multiple times to get in contact with [redacted] and both the email messaging system and phone service system states they will not speak with customers directlyThe entry on their response for time log on 05/17/at 09:47:am states----The email support channel through [redacted] is no longer active If you are a solar-professional, please submit your inquiry to [redacted] customer support, then gives you and email address and phone # to call for customer support, but at the end there is a special note that specifically states::: note that [redacted] free, live-agent tech support is for solar-professionals only.Now what do we do? now we see our box downstairs is showing an issue and so is our computer, the 2nd panel that had the issue still hasn't been fixed and we are getting no energy return from our panels, so we are essentially paying out of our as for these panels and still forking out extra money on our electric bill because they aren't all workingI spoke with Jim again today and he said there's nothing he "can do" he will attempt to email the [redacted] company again and so we sit even longer with the same issue, everyone dragging their feet and us out of more and more money Regards, [redacted] ***

Reference: *** ***During the course of installing solar panels, the main manufacture and distributor of the inverter that is used to collect the power from the panels, is requiring the customer contact them directly. We, as the contractor, have no control over this issue.
***, the inverter supplier, is honoring their warranty but the customer must contact *** who then does tests on the customer's inverters to determine if there is an issue. Once the have approved the problem with inverters, they will then send the inverters to the customer. The customer then contacts us and we send out tech as time permits to the home to install the new inverters. Please keep in mind that this is not in our control. *** is a huge corporation and dictates to us their service policies.I do apologize to Mr*** for any delays but I have included all of internal notes and we have responded to each request Mr*** has made promptly. Sometimes it might seem that our internal staff do not respond or it takes to long but our hands are tied by the manufacturer. I understand Mr*** calls looking for a delivery date for the inverters or the inverters arrive at his home and we are booked out weeks or more handling previous issues for customers but the service has been at no cost to Mr*** as promised.The latest service request by Mr*** required *** to go online as before as determine if the inverters are performing with tolerance. In the past *** found problems and supplied inverters at no cost. Mr*** is having issues due to shading over one panel, Possibly over time a tree has grown and now is shading his solar panels so *** will not issue new inverters because they are performing correctly.I understand his position, I personally hate when I am told the *** ***, *** or even my AC service company sets a date andtime, for example, Thursday, between and pm and they will call when they are within a hour window and I took off work for the entire. I feel as a customer that I paid my bill and deserve service immediately.We will provide parts and service as quickly as we can and I can only apologize on our behalf for an inconvenience.SincerelyJoe S***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: I am not interested in doing business with this company. This seems like a dishonest company and I do not want them to do any work in my home.
Regards,
[redacted]

5/1/2017Dear [redacted],I do apologize but from time to time we are human and do make mistakes. I have been informed that we mis-quoted the price on your door and informed you of this issue. I am not sure if the sales person looked at a different PO number in the door pricing book but it certainly...

was not done intentionally. The law allows the consumer 3 days to cancel an order in case they feel they might have found another company or a better price. In that same realm of fair business we hope you understand that we mis-quoted the door pricing and could not make that price work where we could give a lifetime warranty.I sincerely apologize as this is not our business practice and because the error is ours would like to offer you the opportunity to get the EXACT same door you purchased for the price we agreed upon. offer you this because we wish to make all customers happy and if you aresaying we never contacted you then take accountability for that.Please let me know your decision.SincerelyYvette Y.

Dear [redacted]:This letter is regards to our customer [redacted] and [redacted]. Complaint # [redacted]. **, and [redacted] purchased a 6 panel solar system and roof from us 1/7/2015 which was then installed for then 1/23 - 1/29/15. I then heard from [redacted] 8/26/15 who was very upset about...

what they felt like they told at the time of the initial sale. She said she was told that she would not have an electric bill at all after the solar was installed, also, that if she did not like the system our Company would come back and take the product and give her a full refund. I did explain to her at the time that the system she purchased should, on average, be producing 240Kw a month. This was about 30% of their average usage. Our contract clearly states that we do make any promised savings with this type of system as it does depend on the weather. There is nowhere stating we offer any type of full refund. I was very unhappy to hear that a Customer thought that our representative deliberately lied to them. The person who sold this contract is no longer employed with our Company so I have no way of hearing another side to this story.Our goal is to always make our customers happy, after a long review and speaking with the owner of my concerns, we did offer the [redacted] 8 additional panels at no cost. This transaction is going through legal steps at this point So we can get the work Completed for them. I do understand that frustrations are high in this situation but we are doing everything we can to make them happy and as quickly as we can. We are more doubling the amount of panels for them at no cost. This is entirely out of good faith to try to make them happy with the situation. As a business we need to make sure we taking the correct legal steps also. Dealing with lawyers is not always the quickest route but we do believe so that both parties are protected it is the best. If there are any suggestions or anything else you would like us to do for this customer, please let me know,Thank you, Yvette Y. V.P. of Operations

Mr. [redacted],We just spoke on the phone where I explained just how upset I am and truly understand how upset you are at the situation.  I pulled up your solar panel array on line to see for myself that 2 inverters are down.  I then read to you the poor explanation of the delayed action [redacted] will take.  I am emailing them about the other two inverters that are down and will update you as soon as AI hear anything.I am asking them if I can purchase two inverters on my own and if they will log them into their system and track their production or if this somehow voids the warranty on the other inverters.  So I would rather take the money out of my pocket to make you happy at least for the moment.I sincerely apologize,  It was good to hear that you felt you got prompt serve when we had control.SincerelyJoe S[redacted]Owner

[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.]
Revdex.com:
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,
[redacted] & [redacted]
Yes talked to Yvette Y[redacted] on February 3, 2016 and they agree on the 8 free solar panels,  but today  is March 1, 2016 and still have not receive any additional information or a new contract from them.

Complaint[redacted]
I am rejecting this response because:
In the letter it states that we have a tree/shading over the one panel, when we had the tree it never affected the panels to this degree. Now the tree has been down for a little while and we are currently still having this issue. The gentleman that came out to fix the approved panel, checked all our inverters and and the d/c current going to the panels and found that the current is not low. All the other panels are getting and doing what they need to do, except for this one that they have refused/denied to be fixed. With and without the tree in place or if there was a power dc issue, all of our panels would be showing bad and not just the one or two. In the companies response letter itself states that we the customer are to contact the company [redacted] who will then check our system via computer, yet in the same response email to you the Revdex.com they have sent a log and in which a section states that [redacted] is NO LONGER dealing directly with customers, only with installers. We have tried multiple times to get in contact with [redacted] and both the email messaging system and phone service system states they will not speak with customers directly. The entry on their response for time log on 05/17/2017 at 09:47:36 am states----The email support channel through [redacted] is no longer active.   If you are a solar-professional, please submit your inquiry to [redacted] customer support, then gives you and email address and phone # to call for customer support, but at the end there is a special note that specifically states::: note that [redacted] free, live-agent tech support is for solar-professionals only.Now what do we do? now we see our box downstairs is showing an issue and so is our computer, the 2nd panel that had the issue still hasn't been fixed and we are getting no energy return from our panels, so we are essentially paying out of our as for these panels and still forking out extra money on our electric bill because they aren't all working. I spoke with Jim again today and he said there's nothing he "can do" he will attempt to email the [redacted] company again and so we sit even longer with the same issue, everyone dragging their feet and us out of more and more money.
Regards,
[redacted]

November 16, 2017Dear [redacted]:I was made aware of your complaint via the Revdex.com. It is my sincere regret that your telephone number was not removed from our system in a timely manner. Kindly accept my personal apology and assurance that corrective action has been taken. The...

employee responsible for overlooking your request was reprimanded and your number has been permanently deleted.Both at home and at work, I share your feelings about unwelcome calls and ask for the opportunity to demonstrate our good will. Please consider whether a gift or other consideration might assuage your feelings. I look forward to hearing from you in this regard.Respectfully,Joe S. President