HomeTalk and Suntalk Solar

Good morning,SunTalk installed the solar PV system and the job passed final inspection with the jurisdiction on 10/19/ The utility let us know on 1/27/that the system could be energized and the system was turned on shortly after We received a call from the [redacted] 's 9/26/around 2pm letting us know that they had received a very high utility bill and that they had called the utility and were told that there solar panels were not working SunTalk returned the [redacted] 's call by 5pm 9/26/and have been in regular communication with the homeowners throughout the troubleshooting process since By 9/27/we had sent out a technician to their home and had initiated a warranty claim with the inverter manufacturer SunTalk received a replacement inverter from the manufacturer 10/27/ On 10/31/we received confirmation from our technician that the inverter had been replaced and that the solar system was back up and running As per the installation contract between SunTalk and the homeowner, SunTalk does not guarantee production SunTalk also does not actively monitor the production of the solar system and relies on homeowner to let us know when they are having issues with their systems We resolved the [redacted] 's production issue as fast as we could and did not charge them for our labor.The complaint mentioned that they "are still paying them and our [redacted] bill" Their solar system is financed through a third party and they do not make any payments to our company Our team and president have had several conversations with the homeowner and we are open to discussing their complaint further

Good morning,SunTalk installed the solar PV system and the job passed final inspection with the jurisdiction on 10/19/16.  The utility let us know on 1/27/17 that the system could be energized and the system was turned on shortly after.  We received a call from the [redacted]'s 9/26/17 around...

2pm letting us know that they had received a very high utility bill and that they had called the utility and were told that there solar panels were not working.  SunTalk returned the [redacted]'s call by 5pm 9/26/17 and have been in regular communication with the homeowners throughout the troubleshooting process since.  By 9/27/17 we had sent out a technician to their home and had initiated a warranty claim with the inverter manufacturer.  SunTalk received a replacement inverter from the manufacturer 10/27/17.  On 10/31/17 we received confirmation from our technician that the inverter had been replaced and that the solar system was back up and running.  As per the installation contract between SunTalk and the homeowner, SunTalk does not guarantee production.  SunTalk also does not actively monitor the production of the solar system and relies on homeowner to let us know when they are having issues with their systems.  We resolved the [redacted]'s production issue as fast as we could and did not charge them for our labor.The complaint mentioned that they "are still paying them and our [redacted] bill".  Their solar system is financed through a third party and they do not make any payments to our company.  Our team and president have had several conversations with the homeowner and we are open to discussing their complaint further.

The problem was fixed 10/31/17 and the solar system is back up and running.  Regarding production guarantees, due to several reasons, including natural variation in weather and expected panel degradation, the actual production of all solar systems will vary.  We are open to discussing their complaint further.

Complaint: [redacted]
I am rejecting this response because: after 5 months the panels should still work. You are talking about weather patterns and degradation, but after 5 months for the panels not to work is unacceptable and you seem to not want to stand up for your product, even after the modest amount of compensation we asked for. If this is how your company does business, we would rather have the panels removed. We are getting nowhere with this nonsense. We will expect a full refund plus any damages to roof repaired. Why would anyone pay that much money for a product that fails to work after 5months! Your company isn’t the only one in [redacted]. It may be time for us to get a lawyer.
Sincerely,
[redacted]