RGS Energy

Complaint: [redacted]
I am rejecting this response because: I am not happy with the compensation. Here 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;1. We signed the agreement to install Solar panels back in Feb and were told the installation date will be June. ;2. In June we were told there is some delay so the team will do the basic set up and then come back.;3. 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. ;4. 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 date. And was also told that all my utility bills will be paid by RGS. ;5. on Sept 1st, I received an update saying now it is end of Sept;6. During this process, the entire customer service experience has been terrible. RGS hasn't responded to emails or calls in a timely manner. I have only been contacted at your convenience. ;7. 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 this. I am expecting at least additional $1000 over the $1675+September and October electricity bills that you have committed to. ;Thanks and look forward to hearing from you soon.;
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Good afternoon, [redacted].Thank you for getting back to me.  I tried to reply to your email, but maybe my emails to you go in your spam or junk folders.I understand your two ideas.  I have two ideas I’d like to add.1) Someone from RGS Energy could come out to our house and try to make the two systems talk to each other.and/or2) We could be offered a discounted price on the new monitoring system because we chose our system based on the fact that it was the only company at the time offering online monitoring as a way of checking on your system.What do you think of those ideas?Thank you for considering these ideas too.
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 quote. Thank you [redacted] Customer Service Manager

Hi [redacted],    The solar system was installed in April 2009.  Please keep in mind our installation crews have not been on the roof in 7 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.

Hello Mr. [redacted] The data package that was sold with your solar system included 5 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 resolved. Please let us know how you would like to proceed. Best Regards [redacted] Customer Service Manager

Hi [redacted],
I'm sorry your service has been effected by our operations in California. We hope this temporary delay will have been resolved after the first of the new year. With regards to the cost of replacing the panel the manufactures warranty is the purchaser's sole remedy for any defects in...

the components. The manufacturer's warranty is the Purchaser's sole remedy. I have attached a copy of Addendum C "Contractor Warranty" below. Kyocera must authorize the reimbursement of a panel or funds based on a warranty claim. We try our best to seek replacements from the manufacturer. In the end we must abide by their warranty. Your Service Case # [redacted] is still in our queue.

Initial Business Response /* (1000, 14, 2015/07/31) */
Hi [redacted],
I'm apologize for the delay in communication. I understand you've been working with our accounting department and legal team to finalize payment.
Best,
Initial Consumer Rebuttal /* (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 $30,000. No request for additional documents to process payments have been made to our offices.
Final Business Response /* (4000, 23, 2015/10/06) */
Hi [redacted],
I checked with our accounting department and it looks like the following amounts listed in your text have been paid. These were the outstanding amounts of $4,47.12 paid 8/20 check # 61998 (cashed). $3,083, $2013.27, the [redacted] amount should be paid as well. Please let me know if there is any else I can provide
Final Consumer Response /* (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], I understand you just spoke with our customer service team lead, [redacted], again yesterday (11/29) evening for the current update on your case. As [redacted] stated, we are waiting on the materials we've ordered to arrive, which are needed to complete the necessary repairs to your system. When we receive this equipment, we will immediately schedule an exact date for us to complete your service and repairs. We 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 reasonable. So 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 steps. It is a top priority of our customer service team to get this issue scheduled and resolved as quickly as possible. Again, 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 /* (1000, 8, 2015/10/09) */
Hi [redacted],
RGS Energy has reimbursed you $745 for lost production earlier this year. A production reimbursement is only granted once and only during the first year of production. We're sorry if our reimbursement was not satisfactory.
...

Best,
Initial Consumer Rebuttal /* (3000, 10, 2015/10/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not except the response because the whole reason that RGS refunded me money already was due to not being able to meet a contractual agreement to have the solar array up and running by April 15th 2015. When in fact the system did not become operational until August 4th 2015. The refund was only to cover the dates from April 15th till June 15th 2015. I excepted the refund under the premise that the system would be up and running by June 30th. That did not happen either. In hind sight I should have waited till the system was actually functional before receiving the credit for the months the system did not run as was originally agreed upon. I believe that I have bee more then fair to this point in trusting RGS to live up to their obligations. I have not requested compensation for the dates of June 15th to August 3rd as I am truly am owed that refund as well. The system as a whole has not lived up to the original sales pitch that [redacted] RGS promised. I was never told nor was it have put in any writing that I have that the reimbursement for lost or under produced solar was a one time payment. If RGS has something in writing that says that reimbursement only occurs once I would like to see it. Attached is the original proposal from [redacted] Solar that shows the 100% guarantee for solar production. I will not be satisfied until the system either produces as was promised or I receive a refund for all lost monies from under production. If the system cannot do what was promised I would like a full refund of my portion of the [redacted] for compensation due to false advertising/ bait and switch and breech of contract.
[redacted]
Final Business Response /* (4000, 12, 2015/10/14) */
Hi [redacted],
Your system generated 31,886 kWh from 9/16/14 - 9/15/15 per your [redacted] The estimated annual energy output was 36,027 kWh. The $745 refund for the production reimbursement would cover 6,367 kWh at the current [redacted] utility rate of $0.117 per kWh. That would put our effective production counting any reimbursements at one year energy offset of 38,253 kWh.

Complaint: [redacted]
I am rejecting this response because:First I would like to clearly state that I consider this matter done, but "Not Resolved".  I do not intend to pursue this matter further because it is clear that I would be wasting my time.  However, I can not allow your misstatements to go unchallenged. "...correct module to replace the original incorrect one. This 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 contract." I was directly told by the installer that the only difference between modules was the color.  For months and months RGS never said otherwise.  I inspected the panel myself and saw no difference between it and the other panels other than color.  The output of the off color module was similar to all the other panels. "They looked at your system’s performance and noted that the replaced module was producing around 2% less than the surrounding panels." In an email to [redacted] dated 8/8/16, I documented a 4.15% difference.  You have never disputed my readings or my methodology. "This is normal variance between modules. They 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 contract." As you well know, RGS does not put any production estimates in your contract, if you did, customers could demand that you meet them.  You are free to make any estimates you want after the fact. "replacing this panel does not fall under our warranty" Maybe yes, maybe no, but it would fall under good customer service. 
Sincerely,
[redacted]

[redacted], We appreciate your patience during the delays in service you've experienced. The technician who came to your home found that the best course of action would be to order a replacement inverter after considering other trouble shooting options. Unfortunately, as you've seen, it can take the inverter manufacturer several weeks to process and issue the replacement order. It appears that as of our most recent communication (yesterday, 10/31), you have received the new inverter and we were therefore able to schedule a time for Helio, our service partner, to come out, install the inverter, and get you back up and running. This service case is # [redacted] and both [redacted] ([redacted]) and [redacted] ([redacted]) in our customer service team are aware of your case and working to see this through to completion. Again, we recognize the delays you've endured and sincerely apologize for both them and any lack of communication. The install of your new inverter has been scheduled so we will have your service case finished very soon. Thank you, RGS Energy

In an effort to resolve this issue in the most amicable and expedient way we (RGS Energy) are re-evaluating Mr. [redacted]’s solar installation and roof issues with one of our subject matter experts.  Our expert has been in communication with Mr. [redacted], discussed his situation and have set...

an appointment for 3/17/2017 to fully evaluate this service case and the condition of the customer’s roof.  Once the full extent of the damages is known, we will take appropriate action to rectify.  Any water damage that is determined to be solar related will be covered under warranty and repaired.  Thank you

[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 warehouse. Just today he noted that he would be reaching out to you directly to schedule the repairs. He tentatively said he would like to complete this on the 11th, but again you should be hearing from him shortly to solidify a date. If 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 ASAP. We again apologize for the ongoing delays you've experienced in your service case look forward to getting this resolved very soon. Thank you, RGS Energy

[redacted], I apologize that you had such difficulty reaching us. It is true our older ** office numbers are no longer in service. For now and anything in the future, I would strongly encourage you to visit our website for the correct contact information. Our main office phone number is [redacted]...

[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 accurate. I 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 able. Your case number is [redacted] and you can always call in to our service team or go online for an update.  Thank you, RGS Energy

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]

Thank you. I would like a refund and someone to come and fix the roof to how it was originally asap so that I can get the work done with another company. Please let me know if you need more information. Regards [redacted]

[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

Initial Business Response /* (1000, 5, 2015/06/02) */
Hi [redacted],
Thank you for your feedback. We'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 6/2/15 for the permit to be cancelled.
We hope this building permit is cancelled soon. Your original deposit of $500 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 /* (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 case. The 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 home. I 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 away. Unlike RGS now, not only hiding the truth information from me and they take a long time to response to me. I 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 purpose. and It had been almost 3 months since I canceled and RGS still not able to cancel it. This is terrible. I'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 out. That is not right. They are purposely hiding information and holding up my project. That's the worst company.
I would like to get back my $500 down payment check returned immediately and that section 2.2 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 RGS. They promised me that before I signed the contract.
Final Business Response /* (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 system. When you decided to cancel your deposit was not refunded as it is used to pay for the work that was completed up to project cancellation. We did not see any additional compensation for the project cost of the work completed up to the date of cancellation. I do know this amount was well over your original deposit amount. We will not be seeking any additional reimbursement but will be keeping your deposit as is outlined in your Solar system contract.
Final Consumer Response /* (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 Torrance. The project was cancelled. The city of Torrance wanted to give me back my deposit. Because your company submitted the plan for me, so the deposit will have to refund to you then as a good cutesy of business. You should give me back my deposit. This is deposit is mine. This is not your money. If 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 me. He should tell me that money is non-refundable. Why 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 them. None of your vendor come to do any work for me.

Initial Business Response /* (1000, 21, 2015/09/29) */
We were out on site on 8/21/15 and have the work completed notes regarding her production.
SXXXXXX - [redacted]
Located panels that had hair lines in them.there are 3 on each string of 12.Panels are [redacted] voltage...

readings at 47.7 C with [redacted] at 777 W per meter square voltages were between34.3 and 35 volts DC.Fronius inveter was showing 4150 W at 1345 hrs.Spoke with homeowner and told her to be on the look out for 50% or better drop to indicate string failure due to panel failure.Could not tell if hair lines were cutting cell conductors.or not.
No return visit required.

Hello Mr, [redacted] (aka) [redacted] It is unfortunate that you are having these issues and as you know we have been in contact with you all during this lengthy process.  Upon your request, we have emailed [redacted] on several occasions to try and expedite this case. [redacted]...

has admitted that they had a “glitch” in their portal system back in April preventing several meter installations from occurring. We do know that all your Paperwork is in place and that [redacted] has the responsibility for installing your Net Meter.  Your status with Excel is “Meter Installation”.  This status is the responsibility of [redacted] and as soon as they install your Net meter please let us know by calling us at [redacted] or email to [redacted] and reference your case number of [redacted].  Once your meter is installed we will be happy to come out and conduct your orientation.  We have even gone as far as to ask [redacted] to pay for your expected production loss and they did authorize payment to you for that lost energy production even though your system is not Producing.  We had hoped that this payment would show you that we are still vested in our customers. Feel free to contact me with any questions you may have. Best Regards [redacted]