RGS Energy

Initial Business Response /* (1000, 10, 2015/04/21) */
RGS has assigned this service ticket to our partner company ***They will be in contact with the customer within hours of the work order being sent (4/20/@ 10:AM)The GGI will be addressed and fixed at the time of the visit
Initial Consumer Rebuttal /* (3000, 12, 2015/04/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have been contacted by *** how ever its going to take another week before they can come to repairI've been trying to get this fixed for more than a monthThis is unacceptableI don't know what else to do other than wait longerTheir customer service is awful
Final Business Response /* (4000, 25, 2015/07/31) */
Hello,
We sent our service technicians out and the work completed report noted: Work Performed:
"At *** house *** already determined that the the customer had a bad receptacleI replaced the plug with a new non gfi unit and the system came right onlineMade sure there were MI's and the the web was workingGfci's have a breakable neutral wire which make the envoy not communicate correctlyNot to mention that the EOP will have issues with a gfci too"
*** would you mind confirming this service issue has been resolved? I just looked into the Enlighten monitoring portal and the system is reporting and producing as expectedPlease let me know if this is not the case
*** ***
RGS Energy Customer Service Manager
(XXX)-XXX-XXXX
***@rgsenergy.com
Final Consumer Response /* (2000, 27, 2015/08/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I ACCEPTE THE RESOLUTION HOW EVER IT TOOK MONTHS TO RESOLVE THE ISSUETHIS IS NOT GOOD CUSTOMER SERVICE TO SAY THE LEAST

Initial Business Response /* (1000, 5, 2015/08/06) */
Hi ***,
I'm sorry RGS Energy could not be the solar installer to help you go solar this summerI see that we completed our site visit on April 23rd by our site tech ***After the site visit our engineering department completed
all preliminary renderingsShould a project cancel the deposit and / or progress payments received are kept by RGS Energy to cover the cost of the work performed up to that timeWe can provide to you all site survey and engineering documents now if you wishYou may use these valuable reports with any future solar project, be it with RGS or another solar installer
Best,
Initial Consumer Rebuttal /* (3000, 7, 2015/08/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for the reply
Unfortunately, this is not what we were told during the sales visit*** *** unequivocally implied that the deposit was to be able to book the site visit and the actual survey would not cause us to lose our deposit*** has also exchanged emails with us stating our refund is on its way, but you are now stating other wise
Additionally, we have a performance issueAs you can see the reason we are canceling is dues to lack of performance since our survey was on April and May 24th I emailed asking about the statusI was told we could not use the number of panels we were quoted, but since their was a delay we would have no costs
I have emails and phone calls where I have been promised a refund, so I look forward to understanding how this is different now
Regards,
Final Business Response /* (4000, 9, 2015/08/12) */
Hi ***,
I spoke with *** *** and left you a voicemail that your deposit check refund of $has been requestedPlease allow 4-weeks for the check to arriveIt will arrive in the mail in the form of a check
Best,

Complaint: ***
I am rejecting this response because: I am in touch with the managerHe will get back to me to finalize the details
Sincerely,
*** ***

Initial Business Response /* (1000, 12, 2015/11/03) */
Hi ***,
I believe this issue has been resolvedRGS has agreed to include a production guarantee while you're working with *** to complete the loan paperworkOnce *** receives your new Loan Agreements I will countersign the
Production Guarantee in docusignIt will then become a part of your contract
Best,
Initial Consumer Rebuttal /* (2000, 14, 2015/11/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They Furnished the documents requested

Initial Business Response /* (1000, 5, 2015/07/10) */
Hi ***,
I'm sorry RGS Energy couldn't be the installer to help you go solarYour deposit is kept by RGS Energy to cover the cost of the work done up to the point of project cancellationThis project had a great deal of work performed
before it was cancelledWe are happy to provide you with all the site data and engineering work completed should you decide to pursue solar in the futureThese documents have great value and should constitute a price cut for any solar system you pursue in the futurePlease let me know if you would like these documents I'd be happy to provide them
Best,
*** ***
Customer service manager
***@rgsenergy.com
Initial Consumer Rebuttal /* (3000, 7, 2015/07/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Their salesperson said that my deposit was refundable and did not mention any stipulationsI clearly marked the check refundable deposit which was cashed by themIf that was not the case they should have had me write another checkThey cashed the check that stated it was a refundable depositI made several calls to the company and left many messagesMy calls were not returnedI expect my deposit of $be returned
Final Business Response /* (4000, 18, 2015/10/05) */
Hi ***,
The deposit can be refunded if a customer cancels prior to the site survey visitAfter the site visit happens our Engineers begin to design your system and your contract is countersigned by RGS EnergyOur contract states that you have days to cancel after the effective dateOur effective date of countersignature was 11/21/As a cancellation form was not sent in within that window then the project continues and the deposit is applied to fund the costs of your project which we were hired to install
Final Consumer Response /* (4200, 20, 2015/10/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Again that was not how your sales person explained thisYour company cashed my check that clearly stated refundable depositIf this were not the case you should have had me write another checkI signed this contract in November of In May of I still did not have a lay out plan from RGS and trying to get answers from this company by phone was nearly impossibleThey did not return phones

Hi, the sales person that I will receive my down payment if we did not agree to install the system , he said just I don’t want you loss the$promo and it will end tonight at am This was back on 2/28/Also he sent an email to his and agreed to refund me back as he told me when I signed the electronic formPlease see belowand here is his email was sent to me on 9/17/17 ***, I’ll send a message to my team which they will receive on Monday to issue you a refund. If you change your mind on solar, please let me know and I will be happy to work with you againThank Warm Regards, *** ***
*** *** *** ***
*** ***
*** * *** *** *** ***
*** ***

Complaint: ***
I am rejecting this response because:We had one of their technicians come out on Sept22, 2016. He took notes on what was wrong with our system and said that the company would need to come up with a plan to fix our solar unit. We haven’t heard anything since then. I tried to email the contact person RGS asked me to contact (*** ***), but I heard nothing back. It has been a month since the technician visited our home. It took about a month for them to send the technician in the first place. We have lost a lot of solar energy creation waiting for RGS to fix our broken system
Sincerely,
*** ***

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

Initial Business Response /* (1000, 11, 2015/05/22) */
After talking with the technician who did the inverter replacement, I found out that this was an issue with the inverter company [redacted] no longer creates the inverter needed for replacement. So under the warranty of [redacted] RGS is unable to...

obtain a new [redacted] The only inverter we could get under warranty was the [redacted] If the customer believes there is something in the contract saying that RGS will replace his equipment under warranty, RGS will adhere to the contract. Otherwise, we are only liable for the labor of doing the replacement. The customer will be responsible for obtaining an inverter of the needed size elsewhere.
Initial Consumer Rebuttal /* (3000, 13, 2015/05/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I paid $52000 to RGS for a 8300W/10 year system but only get 7300W after 4.5 years. I did not choose the brand or model of the parts of the system. That choice was made by RGS which is now trying to pass the buck and does not want to stand for its technical decisions.
While I understand that this inverter model has been discontinued, it is still available from other solar providers [redacted] Furthermore, there are alternative solutions to the problem (e.g. other brand inverter, install 2 smaller ones...). My system was designed and installed by RGS and I believe RGS should be the one to modify it if necessary to keep it up to specs. I contacted the manufacturer PVPowered who specifically told I had to go through the installer to get the warranty on the inverter.
I can not believe that a large installer like RGS would not have the stocks and resources to provide a satisfactory solution.
Final Business Response /* (4000, 20, 2015/07/31) */
Hi [redacted],
I understand you did not find our last response satisfactory. The manufacture warranty is a key part of our solar service and we rely on our manufactures to stand behind their products and adhere to their warranties. In this case the manufacture does not produce the inverter in question. We can only replace what they will offer, I am fully willing to call the manufacture with you and let them know RGS is behind you. If you would like to call [redacted] with me please let me know. I can be reached at (XXX)-XXX-XXXX.
Best,
[redacted]
[redacted]@rgsenergy.com
(XXX)-XXX-XXXX

Complaint: [redacted]
I am rejecting this response because:This issue will be completely resolved once the leaking mounting flashings are replaced / repaired under the warranty. In the past RGS Energy continually stonewalled and ignored my requests for help and therefore complain must stay open until issue is fully resolved. 
Sincerely,
[redacted]

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 service. In 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 5 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 work. Note 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 not. It also does not resolve the matter of the energy savings lost during the 5 months the panels were not serviced.As such, this matter remains open for resolution.Thanks,[redacted]  
Sincerely,
[redacted]

Final Consumer Response /* (2000, 9, 2015/05/21) */
From: [redacted] (mailto:[redacted]@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 energy. They have...

responded to me and paid all their outstanding balances. Please let me know if you need anything further from me.
Thank you,
[redacted]

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

[redacted], We are very sorry for the delays you experienced in trying to contact us. Our 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 customers. The service...

request you submitted through our website [redacted] was promptly received and is the best way to contact our service team. Our 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 1 to get to a member of the sales team who would be happy to assist you as well. It 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 possible. If you have additional questions about timeline or anything else, [redacted] would be happy to speak with you.

Hi [redacted],      RGS Energy conducted a roof leak warranty claim investigation and determined that the flashings were not responsible for the leak you are experiencing.  For a roof leak warranty claim to be approved the leak must be within 3 inches of the flashing's...

penetration.  Your system was also installed in 2009,   HelioPower has made two trip to the site to investigate the leak and was not able to link the broken plywood to our solar equipment.  ATI is a subcontractor who was mistakenly sent out by Heliopower, they were not authorized to visit the site.  RGS has made repairs to stop the leak you are experiencing caused by damaged plywood.  Helio has denied a courtesy trip out to the site to make additional repairs.  Your system was installed in 2009 and does not have any active warranty coverage pertaining to roof leaks.  RGS can assist with the repair of the damaged area beneath your solar array.  This would be a billable service, the initial quote for the work excluding detach and reset of valley cap felt and tiles to be around $10,657.  Please let us know if you wish to hire RGS to perform the repair work.

Initial Business Response /* (1000, 13, 2015/07/30) */
Hello,
I'm sorry for the communication trouble. The customer service specialist handling your case is no longer with RGS. When our customer service team looked into your monitoring we could see live production and [redacted] did not have...

any alerts on your system. Are 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 website. Our website landing page will automatically create a service case out of your web form. Please let me know if there are still issues you need addressed.
Best,
Initial Consumer Rebuttal /* (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' problems. I 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 resume. I'm assuming maybe its currently mounting location killed the unit due to being direct sun exposure throughout the day. Please send someone out to properly diagnose the true problems. Greatly appreciated!
Final Business Response /* (4000, 22, 2015/10/06) */
Hi [redacted],
We don't have any sort of work order from [redacted] yet. Legally any service requests on your system must got to RGS from [redacted] who technically owns your solar system. RGS Energy is not allowed to perform any work on your system without [redacted] requesting it. Have 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 system. Please email [redacted] to put this request in to [redacted] They will Email RGS the scope of work. I'm sorry our last message did not have this information. Homeowner support's phone number at [redacted] is also XXX-XXX-XXXX.
Final Consumer Response /* (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 months. I'm sure they are aware of my problem. I 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 so. I was told RGS had sent the request for service to [redacted] to help resolve my monitoring problem back in May. nothing happened...I will give cdf a call soon. Our monitoring problem has not been fixed...all we've getting are the pointing fingers and poorly customer service practices!

[redacted], We were able to pass your case to Helio - our service partner - last Wednesday, 9/14, letting them know it was high priority. Ellie Brown at Helio informed us she left you voice messages today in order to confirm a site visit time for next week so please confirm with her and you will be on the service calendar. If you did not hear from her, please contact [redacted] directly at ###-###-#### ASAP. We apologize that the previous timeline was not fully accurate; we believed we were setting proper expectations and absolutely did not try to be intentionally misleading. We escalated your service request to the top of our list accordingly and Helio responded as fast as they could, so hopefully you are scheduled and all set. Feel free to contact us with any other questions (your case number is [redacted]). Thank you, RGS Energy

Initial Business Response /* (1000, 8, 2015/07/13) */
Hi [redacted],
We apologize for the delay in response. We have a case open for your Panel. Your 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,

Complaint: [redacted]
I am rejecting this response because: San Diego has been under a severe Level Two Drought Alert since June 1, 2009 and we have been under strict restrictions to only water 2 days per week, 5 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 10 warranty. I have sent a copy of Addendum C - Contractor Warranty to [redacted] at the email provided. Sincerely, [redacted]

Initial Business Response /* (1000, 8, 2015/09/28) */
Hi [redacted],
I'm sorry to hear about your financial troubles. I've spoken with [redacted] and have reviewed the details of the sale with him. Your message above reads "Was promised a Federal Tax Rebate of approx. 8,000.00..." Could you...

please elaborate on what was promised? Any emails or documents would be helpful. In reviewing the contract I cannot find any language to suggest the Federal Tax rebates were part of the contract.
Best,