RGS Energy

***, I understand you just spoke with our customer service team lead, [redacted] , again yesterday (11/29) evening for the current update on your caseAs [redacted] stated, we are waiting on the materials we've ordered to arrive, which are needed to complete the necessary repairs to your systemWhen we receive this equipment, we will immediately schedule an exact date for us to complete your service and repairsWe understand your wish to keep your complaint with the Revdex.com open until this specific service date is scheduled and we think that is fair and reasonableSo as of right now, we recognize we do not have your service case completely resolved, but we do hope we are on the same page about the current situation and next stepsIt is a top priority of our customer service team to get this issue scheduled and resolved as quickly as possibleAgain, for any further detail or additional questions, please do not hesitate to contact [redacted] directly at [redacted] or [redacted] Thank you, RGS Energy

Initial Business Response / [redacted] (1000, 5, 2015/06/02) */ Hi [redacted] , Thank you for your feedbackWe're sorry RGS Energy could not be the installer to help you go solar but we hope you're still enthusiastic about [redacted] I've attached the letter RGS Energy sent to the City of [redacted] requesting the cancellation of Building permit # BLDXX-XXXXX [redacted] at The city of torrance informed me this morning that your permit is not closed yet [redacted] believes it will take up to one week from today 6/2/for the permit to be cancelled We hope this building permit is cancelled soonYour original deposit of $is contractually kept by RGS Energy in the event of a cancellation to cover the cost of the work performed prior to solar system installation Best, Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I signed up with RGS because I wanted a company with local presence, a local install office, and a company with their own installers, and now that is not the caseThe electrician that RGS hired to do my panel upgrade could not do it for me at the time that was scheduled because RGS hadn't paid them and i'm afraid of having a mechanic's lien filed on my homeI bought the solar from my friend, [redacted] and I was not unhappy to see him go and are uncomfortable having the solar installed without his careful oversight of the project which I had received prior to his being let-go [redacted] had provided me with the best service, anything I don't know or concern, he helped me resolved it right awayUnlike RGS now, not only hiding the truth information from me and they take a long time to response to meI cancelled it on 3/12/15, I am surprised and upset that they still had not cancel with [redacted] of [redacted] I felt like they did it on purposeand It had been almost months since I canceled and RGS still not able to cancel itThis is terribleI'm really not comfortable with the RGS If RGS can't provide the local presence as promise, why nobody inform me? They just continue the service that I did not approved as if I will never find outThat is not rightThey are purposely hiding information and holding up my projectThat's the worst company I would like to get back my $down payment check returned immediately and that section of my contract is titled, "Work to be performed by RGS Energy" and does not state that work may be performed by a sub contractor hired by RGSThey promised me that before I signed the contract Final Business Response / [redacted] (4000, 30, 2015/10/05) */ Hi [redacted] When you hired RGS Energy as your solar installer your deposit was paid and went towards the costs of providing your solar systemWhen you decided to cancel your deposit was not refunded as it is used to pay for the work that was completed up to project cancellationWe did not see any additional compensation for the project cost of the work completed up to the date of cancellationI do know this amount was well over your original deposit amountWe will not be seeking any additional reimbursement but will be keeping your deposit as is outlined in your Solar system contract Final Consumer Response / [redacted] (4200, 32, 2015/10/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was told that my deposit was used in the for the City Of TorranceThe project was cancelledThe city of Torrance wanted to give me back my depositBecause your company submitted the plan for me, so the deposit will have to refund to you then as a good cutesy of businessYou should give me back my depositThis is deposit is mineThis is not your moneyIf you installed the work, I don't mind paying but you didn't If you want to keep the money, why did your project manager lied to meHe should tell me that money is non-refundableWhy did he lie??? Your vendor did not even want to come to my house to do work because I was told that RGS did not pay themNone of your vendor come to do any work for me

Initial Business Response / [redacted] (1000, 14, 2015/07/31) */ Hi ***, I'm apologize for the delay in communicationI understand you've been working with our accounting department and legal team to finalize payment Best, Initial Consumer Rebuttal / [redacted] (3000, 16, 2015/08/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) We received a partial payment (thank you)Current balance due still exceeds $30,No request for additional documents to process payments have been made to our offices Final Business Response / [redacted] (4000, 23, 2015/10/06) */ Hi ***, I checked with our accounting department and it looks like the following amounts listed in your text have been paidThese were the outstanding amounts of $4,paid 8/check # (cashed)$3,083, $2013.27, the [redacted] amount should be paid as wellPlease let me know if there is any else I can provide Final Consumer Response / [redacted] (2000, 25, 2015/10/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) This is correct, we met a contact at a trade show who was able to get these paid

[redacted] , It looks like you have been in communication today directly with [redacted] and have reached a resolution regarding your system monitoring. Please let us know if there is anything else we can help with.Thank you, RGS Energy

Complaint: [redacted] I am rejecting this response because:I filed a complaint recently # [redacted] , and heard back from the business. They apologized for being busy, but said they’d try to expedite my request. I accepted their response because it seemed like they were going to get back to me. They had earlier, before my BBB complaint, given me a 7 - 10 day window for an initial visit. Counting days, it’s been 15, or counting workdays, Monday will be 10 days. I’m feeling like because I accepted their response, they no longer feel obligated to get a serviceman out in a timely manner. Given that this is just the initial visit, it will likely take ordering parts and then returning after another waiting period for an available appointment time. It seems like they are either short staffed or working on installing rather than maintaining existing systems or something. It’s very frustrating. Seeing as how the repair might be covered by warranty, it’s not like we can just call another company. In fact, that could be one option they could offer. We’re busy, but we will authorize X to fix the system. Thank you, [redacted] Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 19, 2015/11/04) */ Hi ***, I hope all the issues related to the monitoring of your system have been resolvedI see that we dispatched two service trips on Sept 17th and October 18th, to resolve the issues and your monitoring is now reporting Today Nov 3rd you have produced 32,150kWh so far with a couple hours of sun left in Placentia Best,

Initial Business Response /* (1000, 5, 2015/07/22) */
Hi ***,
Thank you for your messageWe reviewed the results from our service visit on May 26th and could not find a reason why the production data was coming out in such a strange formatI just got off the phone with *** support
and looks like we were able to fix the problem remotelyPlease try logging back into *** ** and confirm the data you're looking seems correct*** says it may take a few days to fix the past productionPlease let us know if this has solved your problem
Best,
Initial Consumer Rebuttal /* (2000, 7, 2015/07/23) */
My issue has been fixed by Rgs energyThank youAlso new procedures have been put in place for better customer response to the consumerThank you Rgs energy

Mr***, We apologize for the difficulty in reaching *** ***He was out of the office for two days last week and we resolved the issue with his full mailbox so he is reachable nowWe recognize this has been frustrating and want you to be able to reach our service team for any questions you might haveAs you know, we initially contacted *** *** at *** *** on December 28th specifically to expedite service on your systemPer *** ***’s communication with us on January 9th, they had completed the initial service call and verified your system was up and producing energy, but told us the problem was with the Neutral Line Monitoring Card in the inverterThis card does not affect actual system performance or production, but it does control the communication of production data to your system monitoring platformWe currently have an order in for a replacement card with Fronius, which will be shipped directly to *** ***This should be arriving shortly and they will likely be able to resolve this issue in the next weekYou will hear from us or *** *** directly to schedule this final service and ensure your system monitoring is workingThank you, RGS Energy

Hi ***, 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.”

Initial Business Response /* (1000, 11, 2015/07/17) */
Hi ***,
We have a note from our Service Tech *** that he replaced the inverter on June 10th When it was tested it was shown to be operationalWas the inverter replaced on 6/10?
Best,

Complaint: ***
I am rejecting this response because: The "intrusion point" is not the same as the leak point because the roof is sloped and the fact is that the roof did not EVER leak prior to solar being installed. My home is stories and no one has been on my roof since the original solar panel install was adjusted/repaired in I do have a warranty for years (which is good through 2019) that specifically states "including roof penetrations" Addendum C -- Contractor Warranty Contractor warranties the installation of the solar system, including roof penetrations, for a period of ten (10) years This warranty includes diagnosis, repair and/or replacement of the system or system component, exclusive of the manufacturer's coverage This warranty extends to the original purchaser and to any subsequent purchasers or owner of the property during the warranty period All work performed under warranty will be done at no cost to the OwnerCoverage for leaks is what is meant by “including roof penetrations” It explicitly states that I am covered from leaks because that is the only problem you can get from roof penetrations and I'm fairly confident anyone in the industry would agree. I would also like to amend my original complaint and revise the monetary amount to $10,per the repair quote RGS included in their response Sincerely, *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I do want to know that the inverter is safe to wait, and I hope that the part or inverter can be ordered when the inverter is checked
Sincerely,
*** ***

Dear *** ***, Apologies for the misunderstanding or communication on our part and thank you for sending us the email you received from *** ** stating that your deposit would be refundedWe will be processing your refund and you should expect this in approximately weeksPlease accept our apology for this miscommunication and we hope this resolution is satisfactorySincerely, *** ** ***
*** *** * *** *** ***

***, As you noted, during your installation one incorrect module was installedOur authorized integrator, who installed your system, noticed this mistake and alerted our project manager, who then ordered the correct module to replace the original incorrect oneThis was done not so much so that
your panels all matched for aesthetic reasons, but so that we properly installed the equipment in our original contractWe do recognize there was a lack of communication and some confusion about swapping this panel back out*** *** did indeed create a service case when you spoke with her and this was reviewed by our construction manager and customer service teamThey looked at your system’s performance and noted that the replaced module was producing around 2% less than the surrounding panelsThis is variance between modulesThey also observed that your total system has produced 101% of our estimation, and therefore that your array is functioning more than properly with the correct equipment, per the contractAs such, replacing this panel does not fall under our warranty and would be a billable serviceAgain, we recognize that we should have notified you about this at the time of your original inquiry and we sincerely apologize for this lapse in communication. Thank You, RGS Energy

RGS Energy is still in the process of evaluating Mr***’s solar installation and roof issues. With the Blizzard on 3/14-it may not be possible to assess the situation at his scheduled appointment on 3/17/and our SME will reach out to Mr*** to see how hard he got hit with snow to see if a 3/17/appointment is possible. If not we will reschedule after snow is gone, this is the only way to assess the full extent of any roof damage. Once known we will take appropriate action to rectify damages that are determined to be solar related.Respectfully Submitted

Initial Business Response /* (1000, 12, 2015/12/23) */
Hi ***,
Yes, we do have confirmation that the $1,deposit was paid on 12/4/The case issue has been resolved
Thank you
Complaint Response Date bumped because: Holiday
Initial Consumer Rebuttal /* (2000, 14, 2015/12/29)
*/
(The consumer indicated he/she ACCEPTED the response from the business.)
Thanks

Complaint: ***
I am rejecting this response because, as noted by the vendor, the situation remains open - fundamentally, nothing has changed since the time I filed the initial complaintAt this time, there is still no date scheduled for the solar panels to be repairedThe panels remain non-functional.If it's possible to put this situation on hold for two weeks, I am happy to give the vendor that additional time period (even though it has been five months already!) to resolve this issueIf that is not possible, then I would like the complaint to stand, and am still interested in the initial noted paths for resolutionThe fact of the matter remains that the solar panels stopped functioning at the beginning of July And it's now December And I have expended more effort than should be necessary to get the vendor to meet its contractual obligationsAnd those obligations remain unmet at this timeAnd the entire time I have been negatively financially impacted because I paid upfront for panels which are generating no energy.Thanks,*** ***

***, We apologize for the delay in your system installationWe
completed most of your installation with our originally anticipated date of module delivery in mind; however, due to delays outside of our control, our distributor was unable to secure these modules, so we went directly to the manufacturer to establish a working relationshipUnfortunately they are experiencing a backlog due to extensive demand for these modules but we have an order in with them and completing your job is our immediate priority upon our receipt of the panelsBecause of this delay, we have offered you compensation for your lost production and current electricity bills amounting to $We feel this is a fair resolutionI know you have been speaking with our regional sales manager, *** ***, as well, so please feel free to contact him directly at *** *** for any additional questionsThank you, RGS Energy

Complaint: ***
I am rejecting this response because: Your contract states "EXCLUSIONS FROM THE SCOPE OF WORK" (the installation of a solar system).(b) removal and/or disposal of any materials containing asbestos or any other hazardous material as defined by the federal or state Environmental Protection Agency or equivalent; (c) moving your personal property to allow construction access (i) correcting, testing or remediating mold, fungus, mildew or organic pathogens". If the installation was performed correctly, yesWe all know it was NOTAnd due to your 100% complete & unequivocal negligence during your SCOPE OF WORK, you are correcting mold, moving my personal property to allow construction access & removing and/or disposing of any and all materials containing asbestos that would not need to be removed but for the fact of your negligence
Sincerely,
*** ***

Hello Mr***,After looking through your case history I can see that you have had solar issues with your system, and Arc fault which was repaired, a roof leak which was also repaired however, we did not follow through with repairing the internal damage in your residence. This is very
unfortunate and we apologize for not following up with you on this matter. We will take responsibility for the roof leak damage that was caused by the solar installation workmanship issues. I believe you were contacted by email requesting you to acquire a quote for the internal repairs. as soon as you provide us with that quote we can move forward with your contractor. Please let me know as soon as you obtain the quote for these repairs.On the issue of Production; we understand that the numbers that were provided to you are in error and we want to help you get the production of your system to perform at it highest level. This would include changing your system over to a Solar Edge System, this will optimize your performance should get you wi6% of the previously provided performance. We would bare all of the associated costs (significant) to change over your system from equipment costs, planning, new drawings, surveys, permits, inspections and all aspects to get you back on track. We believe this is the best long term solution for your situation and we will await your review, and hopeful agreement to this solution.Best Regards,*** *** *** *** *** *** ***