RGS Energy

[redacted], We recognize our obligation to provide service for your solar system and have you case (#[redacted]) as an absolute priority. Unfortunately, the information you received regarding our shortage of service technicians is accurate. We are working right now not only to hire new service technicians...

but also to vet service partners in your area so that we can address your case as quickly as possible. We understand your frustration but please know that we will schedule a site technician as soon as we can. You can reach [redacted] directly at [redacted] or [redacted] at [redacted] in our customer service team should you have additional questions or to discuss this further. Thank you, RGS Energy

Initial Business Response /* (1000, 14, 2015/07/30) */
Hi [redacted],
We're sorry that your installation and Utility interconnection took longer than expected. Permission to Operate can only be granted by [redacted] I understand RGS Energy deducted $3,000 from your contracted...

price (as seen in [redacted], [redacted] Discount 3.19.15) to compensate you for the construction delay.
Best,

Complaint: [redacted]
I am rejecting this response because:  RGS has known for months now that these simple we-care responses will get them nowhere as long as they ignore the months old claims against them.  I'm offended at their last response.  I've spent more time than I care to tally up clearly stating exactly that I want RGS to pay [redacted] the lost energy that their shady business practices have caused.  They have admitted to failure at upholding their warranty.  Now I ask them to pay the lost energy their actions have caused.  I have my most recent power bill.  I now have a 3 dollar credit.  Basically zero.  I would have 5-700.00 had they been on the up and up.  So after leaving [redacted] Steffan another message, the 5th or 9th now, lets see if they still don't care about righting their wrongs.
Sincerely,
[redacted]

Initial Business Response /* (1000, 17, 2015/07/31) */
RGS has hired [redacted] to perform the [redacted] at no cost to the customer. I'm told this work has already been completed. [redacted] would you be able to confirm this?
Thank you,
[redacted] RGS Energy Customer Service...

Manager
Initial Consumer Rebuttal /* (2000, 19, 2015/08/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
RGS hired a contractor to repair the roof. After a recent rain, it appeared that we no longer have any water leaks. The solar panels were put on and the system is working well.

Hello [redacted], I understand your current issue and we will accommodate your needs as stated in our contract.  From what I understand you have had several conversations with our Fleet Manager and have come to an understanding.  From our perspective, this is the timeline since the...

complaint was entered; 3/27/17:               RGS proactively informed you about sending a production guarantee payout after passing the two-year lease anniversary. 3/27/17:               You replied that you will be opening a Revdex.com complaint until we explained why you had to pay the paid the utility company. 3/28/17:             we replied with an apology, also login info to view system production online in [redacted], a review of what was proposed in late 2014, and a request for last two years true-up bills so we can review further3/38/17:             You forwarded some historical utility data, but not a comprehensive breakdown of kWhs billed and bill amounts by month.  You also asked if the panels were functioning properly. 3/29/17:             We sent you a detailed email outlining what was paid to [redacted] vs what was paid to RGS, and a breakdown of the kilowatt hours produced and used and billed.  This showed that you were using more than when you originally signed up.  We offered to look into it further if more data could be gathered and gave instructions on how to get the data from [redacted].  We also recommended that you have your panels cleaned to get a small boost back.     3/29/17:             You thanked the Fleet Manager for detail and asked if you could get a system addition 3/30/17:             RGS has informed you that a system addition would need to be purchased in cash or loan and we would have our teams review to see what, if anything, we could offer. Our Sales-OPS and our Engineering teams are currently working to see if we can propose a system addition for you to offset her increased usage this will depend on several factors including on fitment, electrical, and structural allowances – and then will send a proposal over once we confirm it is possible.   I hope this is helpful and if you would like a service call to get your Enlighten monitoring back online please contact us at [email protected] ,   Best Regards [redacted]
[redacted]

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 3 day right of rescission. Your contract was countersigned on...

3/20/17, you requested that the project be placed on hold on 4/10/17 and then requested the project to be cancelled with your salesperson on 9/17/17.  Once the 3 days has passed we start incurring costs with a site visit, engineering plans, permits etc. so it will not be possible to refund this deposit. Sincerely, [redacted]
[redacted]

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 Revdex.com 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]

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]

Initial Business Response /* (1000, 19, 2015/11/04) */
Hi [redacted],
I hope all the issues related to the monitoring of your system have been resolved. I see that we dispatched two service trips on Sept 17th and October 18th, 2015 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,

Hello, We apologize for any confusion between the Revdex.com platform and your direct communication with [redacted], our regional sales manager. As Tom communicated to you yesterday, we are ready to increase your compensation caused by the installation delay, pending your approval. Here is a detailed breakdown of this additional compensation:Beginning with the Sign & Save discount originally offered by [redacted], we are willing to increase that Sign & Save value to $666.81 to include the expected kwh production for the months of March- June.  To offer compensation for the period of installation delay, we are willing to additionally discount the project $1,371.52, for the months of July-October.  This amount represents the total expected kwh production and includes both the kwh savings as well as the expected SREC income for that time period. These two discounts combined total $2,038.33, which we will deduct from your final invoice. In addition to this discounted amount, we would like to upgrade the modules as discussed to 285W from the originally contracted 280W modules. This increases the system size by 120 watts DC, representing an increased retail value of around $480, and also producing approximately 3,780 kwh in additional production over the life of the solar system. We hope that you will find these calculated terms fair, accurate, and reasonable. Thank you, RGS Energy

Complaint: [redacted]
I am rejecting this response because:On January 19, 2016 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 them. You are in their queue for immediate service and should hear from them regarding scheduling shortly. Again, 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 warranty. I 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 promised. I would also like to know who the service contractor is and their contact information so I may contact them directly to schedule the repair. Thank you.[redacted]

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 so. This is why I involved the Revdex.com. The vendor remains in breach of contract. This latest vendor response is no different than what I have heard for 6 months - that the company intends to fix the matter at some date in the future.... which 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 contact. The 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.com. You will note from this case file that RGS Energy previously stated they were scheduling a time for repairs... but did not perform the repairs. And the same was true before involvement of the Revdex.com. And 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]

Hi [redacted],
A production guarantee check for $194.28 has been approved and will be mailed to [redacted]
Ballwin, MO, within 4-6 weeks.
Thank you.