RGS Energy

Initial Business Response / [redacted] (1000, 5, 2015/04/21) */ The check was sent and he cashed it on 4/15/

Complaint: [redacted] I am rejecting this response because:With all due respect, it has been OVER six months, and RGS Energy continues to state that it will meet its contractual terms, but then does not do soThis is why I involved the Revdex.comThe vendor remains in breach of contractThis latest vendor response is no different than what I have heard for months - that the company intends to fix the matter at some date in the futurewhich is yet to be scheduled.Also, note that RGS Energy does not respond to my queries - the vendor only replies back when the Revdex.com establishes contactThe vendor has not reached out to me to schedule a time for this next visit - if they were sincere about resolving the matter (meaning that this time would somehow be different), I believe they would have contacted me prior to sending the response to the Revdex.comYou will note from this case file that RGS Energy previously stated they were scheduling a time for repairsbut did not perform the repairsAnd the same was true before involvement of the Revdex.comAnd so, unfortunately, I am no closer to resolving this matter than I was when I first involved the Revdex.com I ask the Revdex.com to close this file as unresolved by the vendor, so that I can begin taking next steps to address breach of contract Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: They have not shown the contract they have it for meI don't believe the blanket statement like thisI had a good relationship with this companyI am not sure why they are not honest and sending the contractso that will show the truth to Revdex.com also Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 13, 2015/07/30) */ Hello, I'm sorry for the communication troubleThe customer service specialist handling your case is no longer with RGSWhen our customer service team looked into your monitoring we could see live production and [redacted] did not have any alerts on your systemAre you still experiencing trouble with your envoy or trouble of any kind? The best way to reach our customer service department is (XXX)-XXX-XXXX or by submitting a service request on our websiteOur website landing page will automatically create a service case out of your web formPlease let me know if there are still issues you need addressed Best, Initial Consumer Rebuttal / [redacted] (3000, 15, 2015/07/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) By saying the customer service specialist handling my case is no longer with RGS does not solve the customers' problemsI had to try to figure out/troubleshoot the problems after getting so put up and tired of getting no support from the customer support services The [redacted] from time to time went off.I had to keep checking if I couldn't communicate with it via [redacted] Sometimes the whole unit & the [redacted] outlet would have to be resetted in order for the communication to resumeI'm assuming maybe its currently mounting location killed the unit due to being direct sun exposure throughout the dayPlease send someone out to properly diagnose the true problemsGreatly appreciated! Final Business Response / [redacted] (4000, 22, 2015/10/06) */ Hi ***, We don't have any sort of work order from [redacted] yetLegally any service requests on your system must got to RGS from [redacted] who technically owns your solar systemRGS Energy is not allowed to perform any work on your system without [redacted] requesting itHave you worked with [redacted] homeowner support before? If you would like to send them an email now you would simply request to have RGS look at your [redacted] monitoring systemPlease email [redacted] to put this request in to [redacted] They will Email RGS the scope of workI'm sorry our last message did not have this informationHomeowner support's phone number at [redacted] is also XXX-XXX-XXXX Final Consumer Response / [redacted] (2000, 24, 2015/10/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) What a completely disappointment with customer service these days! I have been trying to contact RGS energy for the last several monthsI'm sure they are aware of my problemI had called RGS customer services number before and one of their tech came out once at the very beginning to fix the problem but it lasted only a week or soI was told RGS had sent the request for service to [redacted] to help resolve my monitoring problem back in Maynothing happened...I will give cdf a call soonOur monitoring problem has not been fixed...all we've getting are the pointing fingers and poorly customer service practices!

Hi ***, I'm sorry your service has been effected by our operations in CaliforniaWe hope this temporary delay will have been resolved after the first of the new yearWith regards to the cost of replacing the panel the manufactures warranty is the purchaser's sole remedy for any defects in the componentsThe manufacturer's warranty is the Purchaser's sole remedyI have attached a copy of Addendum C "Contractor Warranty" belowKyocera must authorize the reimbursement of a panel or funds based on a warranty claimWe try our best to seek replacements from the manufacturerIn the end we must abide by their warrantyYour Service Case # [redacted] is still in our queue

Complaint: [redacted] I am rejecting this response because:The company is still not agreeing to resolve the issue! The company is simply stating a reason for why it is choosing not to provide its contractual obligation for serviceIn order for the matter to be settled, the company either needs to:1) Fix my solar panels in accordance with the contractual obligation and refund me the cost of the lost energy for months; or2) Refund me the upfront cost of the solar panels, have them removed from my roof, and repair any damage from installation.I am OK with either solution, but not with being told that there simply are not the staff available to provide the workNote that on Friday the company did finally schedule a date (in the future) to repair the panels, but I can't confirm within the Revdex.com timeframe if this repair will in fact take place or notIt also does not resolve the matter of the energy savings lost during the months the panels were not serviced.As such, this matter remains open for resolution.Thanks,*** Sincerely, [redacted]

Hello Mr [redacted] As previously stated, if you could provide us with a copy of your contract we would be happy to attach it to your account for posterity and go through it with you to see if there are any statements in it to support your warranty claims regarding the LOCUS data plan Without the contract verbiage, it will not be possible to grant your request If you do not have a copy of your contract and would like to renew your LOCUS subscription we can help you with that, just send us an email to [redacted] @rgsenergy.com to request a quoteThank you [redacted] Customer Service Manager

Final Consumer Response / [redacted] (2000, 9, 2015/05/21) */ From: [redacted] (mailto:***@brightlifesolar.com) Sent: Wednesday, May 20, XXXX X:XX PM To: [redacted] Subject: Complaint Case #XXXXXXXX [redacted] I was writing to close the complaint that I filed against RGS energyThey have responded to me and paid all their outstanding balancesPlease let me know if you need anything further from me Thank you, [redacted] ***

Complaint: [redacted] I am rejecting this response because:On January 19, my complaint (# [redacted] -RGS Energy) was closed The closure of the case was based upon the following response by RGS Energy - (sent 1/16/2016)"We have hired a service contractor and ordered a replacement panel for you to be shipped directly to themYou are in their queue for immediate service and should hear from them regarding scheduling shortlyAgain, we apologize for the delay but we needed to ensure we found a suitable, professional service partner."It has been approximately one month and no one from RGS Energy or their service contractor has contacted me to repair my solar system which is under warrantyI would ask that the Denver Revdex.com reopen my case and contact RGS Energy to determine why nothing has been done and why they have not followed through as promisedI would also like to know who the service contractor is and their contact information so I may contact them directly to schedule the repairThank you[redacted]

Complaint: [redacted] I am rejecting this response because: I am not happy with the compensationHere is my response:Hi - ;As a follow up to our conversation yesterday, I wanted to lay out why I have been so frustrated with the entire process;We signed the agreement to install Solar panels back in Feb and were told the installation date will be June;In June we were told there is some delay so the team will do the basic set up and then come back.;The team came back a few weeks later started working and then said more parts are missing and that they'll have to come back;Then I was told the panels are delayed even more and now we are looking at installation on Sept 8th - I was given a specific dateAnd was also told that all my utility bills will be paid by RGS;on Sept 1st, I received an update saying now it is end of Sept;During this process, the entire customer service experience has been terribleRGS hasn't responded to emails or calls in a timely mannerI have only been contacted at your convenience;And now finally I am being told it'll be installed in Oct;We lost the entire summer and besides the utility bills there is loss of power generation which we would have sold through SRECs;It is your responsibility to make this right and compensate us for the delay and all the loss we have incurred due to thisI am expecting at least additional $over the $1675+September and October electricity bills that you have committed to;Thanks and look forward to hearing from you soon.; Sincerely, [redacted]

Hi ***, The solar system was installed in April Please keep in mind our installation crews have not been on the roof in years and this is the first leak reported Had any damage been done to the roof outside of the penetrations the leaks would have been noticed during the earlier years of the system We have not received a copy of your warranty, please send a scanned copy of your signed contract with warranty language to [redacted] for our records Roof penetrations are the points where the flashings and anchors physically attach to the roof with use of a screw The leaks present on your home show no signs of originating from a flashing's penetration

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 Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: San Diego has been under a severe Level Two Drought Alert since June 1, and we have been under strict restrictions to only water days per week, minutes per day (https://www.sandiego.gov/water)The drought has been exacerbated by the lack of rain -- for the past several years it just has not been raining much along the coast (which is where I live) and that is why no leaks have been noticed during the earlier years We recently received several back-to-back rainstorms and that is when the water spots on my ceiling appeared and I opened my repair request Leaks are caused by roof penetrations which are covered under my warrantyI have sent a copy of Addendum C - Contractor Warranty to [redacted] at the email providedSincerely, [redacted]

Initial Business Response / [redacted] (1000, 8, 2015/07/13) */ Hi ***, We apologize for the delay in responseWe have a case open for your PanelYour case # is [redacted] (please keep this as it references your open service ticket)Our Colorado Service tech [redacted] should be contacting you today for some information on the damaged panel Best,

[redacted] , I apologize that you had such difficulty reaching usIt is true our older [redacted] office numbers are no longer in serviceFor now and anything in the future, I would strongly encourage you to visit our website for the correct contact informationOur main office phone number is *** [redacted] and customer service is extension 2, or you **n always submit a service **se directly to our customer service team here: [redacted] Due to a large volume of service requests in **, we are experiencing a bit of a service backlog, so the initial timeline provided to you was accurateI have asked my service team to escalate your case specifically and it will be a top priority for our service providers as soon as they are ableYour case number is [redacted] and you can always call in to our service team or go online for an update Thank you, RGS Energy

Dear [redacted] ***, It is unfortunate that you had a poor experience with our company as this is not typical Unfortunately, we will not be able to return your deposit because you cancelled your project outside of the contractual day right of rescissionYour contract was countersigned on 3/20/17, you requested that the project be placed on hold on 4/10/and then requested the project to be cancelled with your salesperson on 9/17/ Once the days has passed we start incurring costs with a site visit, engineering plans, permits etcso it will not be possible to refund this depositSincerely, [redacted]

***, We (finally) have all the equipment necessary to complete your service case and have the material order in the hands of our local construction manager, [redacted] ***, so he can get these from the warehouseJust today he noted that he would be reaching out to you directly to schedule the repairsHe tentatively said he would like to complete this on the 11th, but again you should be hearing from him shortly to solidify a dateIf you do not hear from him very soon, you can reach him at [redacted] , or contact [redacted] in our customer service team at [redacted] so we can get this scheduled ASAPWe again apologize for the ongoing delays you've experienced in your service case look forward to getting this resolved very soonThank you, RGS Energy

***, We are very sorry for the delays you experienced in trying to contact usOur IT team has been made aware of this phone tree issue and is currently working to resolve this problem so it does not occur in the future, but we understand how frustrating that is for our customersThe service request you submitted through our website [redacted] was promptly received and is the best way to contact our service teamOur Customer Service Team Lead, [redacted] , has also reached out to you directly via email and left a voicemail this morning, so you can always contact him directly at [redacted] or [redacted] If you need to call our main office line, [redacted] , please hit extension to get to a member of the sales team who would be happy to assist you as wellIt is true that we are unfortunately experiencing a service backlog, so while the timeline [redacted] provided is accurate, we will try to escalate your case so that we can address it as quickly as possibleIf you have additional questions about timeline or anything else, [redacted] would be happy to speak with you

Hello Mr [redacted] The data package that was sold with your solar system included years of monitoring subscription The monitoring platform is an option/upgrade and not required for you to produce electricity LOCUS Energy has the right to discontinue your data service if you choose not to subscribe with them after the term of the subscription is lapsed If you would like to renew your LOCUS subscription we can send you a quote to get that service reinstated Please email us at [redacted] @rgsenergy.com to request a quote We are having difficulty finding your contract in our system If you could provide us with a copy of your contract we would be happy to attach it to your account for posterity and go through it with you to see if there are any warranty issues that can be resolvedPlease let us know how you would like to proceedBest Regards [redacted] Customer Service Manager

Initial Business Response / [redacted] (1000, 14, 2015/07/30) */ Hi ***, We're sorry that your installation and Utility interconnection took longer than expectedPermission to Operate can only be granted by [redacted] I understand RGS Energy deducted $3,from your contracted price (as seen in ***, [redacted] Discount 3.19.15) to compensate you for the construction delay Best,