Sun Power Solar

We understand and sympathize with our customers when their expectations are not fully metSunPower's accounting team started processing the refund and we are continously tracking its progressWe apologize for any inconvenience that Mr [redacted] may have experienced during this timeNonetheless, one of our supervisors, [redacted] has engged with him on 5/9/16.We are committed in getting the refund request processed and refunded as soon as possible & will continously work with the cosumer as we progress with the timeline in completing their request Regards, [redacted] | Supervisor – Customer ServiceGlobal Business and Finance Services | office 1800.SUNPOWER | [redacted] Tell us why here

Thank you for bringing this to our attentionWe have contacted the homeowner on October 28, 2015, to acknowledge the complaint received and we are working on getting into a reasonable resolution.Also, the case number ( [redacted] ) reported to you is being handled by one of our Residential Supervisors We are coordinating closely with our install partner in addressing the system underperformance and have scheduled an onsite evaluation this weekSunPower is committed to update the homeowner weekly for any progress in getting the system producing within their signed contract.Nonetheless, we want our customers to have peace of mind that they are guaranteed a certain level of performance over the lifetime of their solar lease.SunPower includes an industry-leading energy production guarantee with our lease, which ensures the system will produce within an expected annual range of energy outputIf the system produces below the estimated annual range outlined on page of their lease agreement, SunPower will send them a reimbursement for the calculated shortfallPlease note that we are taking every action possible to ensure that the performance issue is resolved within a timely manner & we have yet to evaluate the homeowner’s request to cancel the lease contract as this has to go through deliberationA signed contract is treated legal and binding, and other factors have to be considered before we can arrive into an acceptable decision.We appreciate the opportunity given for us to explain and address the complaint filed by our homeowner.Regards, [redacted] ***| Supervisor – Customer ServiceGlobal Business and Finance Services | office 1800.SUNPOWER | [redacted] .***@sunpower.com

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] Dear Revdex.com,I am not satisfied because they didn't let me know that I would need a computer to monitor the solar panels if they were working or notI pay more not with the solar panels $a month and still have the $ [redacted] bill to pay The didn't inform me that this would happenThey didn't tell me that in a year that I would get the [redacted] bill because the Solar panels aren't doing their jobI am on Social Security and do not get that much to pay all my bills I pay as much as I can and still owe money They also had an Spanish representative to talk to me and not inform me of all the IMPORTANT things that I have mentioned.I want to CANCEL THIS CONTRACT WITH SOLAR PANEL CORP They did call me but they said they were going to discuss this issue of my Cancelation of the Solar panelsThank you, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [The proposed action does not resolve my complaint because there was no proposed action, only the statement that the issue was being looked intoWe initiated the complaint to the Business directly on May On May 9th [redacted] , the company representative assigned to us, sent a email he was working on itThen nothing happenedThen on May 16th after more phone calls and another email, [redacted] sent an email repeating himself that he was looking into it trying to expedite the processThat was the last we have heardIt has now been days since we officially started this process and we are no closer to receiving our duplicate payment backIt is extremely frustrating that we have no way of speaking with the billing department directlyApparently even [redacted] can't speak with the billing department directlyWe need our money backWe don't have unlimited funds that we can just not worry about losing $I have attached copies of the email correspondence and proof of both paymentsThe first one payed by us (after they called and requested we make payment) from our savings account on April 21, and the second one drafted unauthorized from out checking account on May Whats even more disturbing is that when we go into our account on their website, there is no history of the second payment they automatically drafted on May 2.] Regards, [redacted]

Thank you for bringing this to our attention. We have contacted the homeowner on October 28, 2015, to... acknowledge the complaint received and we are working on getting into a reasonable resolution. Also, the case number ( [redacted] ) reported to you is being handled by one of our Residential Supervisors. We are coordinating closely with our install partner in addressing the system underperformance and have scheduled an onsite evaluation this week. SunPower is committed to update the homeowner weekly for any progress in getting the system producing within their signed contract. Nonetheless, we want our customers to have peace of mind that they are guaranteed a certain level of performance over the lifetime of their solar lease.SunPower includes an industry-leading energy production guarantee with our lease, which ensures the system will produce within an expected annual range of energy output. If the system produces below the estimated annual range outlined on page 30 of their lease agreement, SunPower will send them a reimbursement for the calculated shortfall. Please note that we are taking every action possible to ensure that the performance issue is resolved within a timely manner & we have yet to evaluate the homeowner’s request to cancel the lease contract as this has to go through deliberation. A signed contract is treated legal and binding, and other factors have to be considered before we can arrive into an acceptable decision. We appreciate the opportunity given for us to explain and address the complaint filed by our homeowner. Regards, [redacted] ***| Supervisor – Customer Service Global Business and Finance Services | office 1800.SUNPOWER | [redacted] .***@sunpower.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
Dear Revdex.com,
I am not satisfied because they didn't let me know that I would need a computer to monitor the solar panels if they were working or notI pay more not with the solar panels $a month and still have the $*** bill to pay. The didn't inform me that this would happenThey didn't tell me that in a year that I would get the *** bill because the Solar panels aren't doing their jobI am on Social Security and do not get that much to pay all my bills. I pay as much as I can and still owe money. They also had an Spanish representative to talk to me and not inform me of all the IMPORTANT things that I have mentionedI want to CANCEL THIS CONTRACT WITH SOLAR PANEL CORP. They did call me but they said they were going to discuss this issue of my Cancelation of the Solar panels
Thank you, ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[The proposed action does not resolve my complaint because there was no proposed action, only the statement that the issue was being looked intoWe initiated the complaint to the Business directly on May On May 9th ***, the company representative assigned to us, sent a email he was working on itThen nothing happenedThen on May 16th after more phone calls and another email, *** sent an email repeating himself that he was looking into it trying to expedite the processThat was the last we have heard
It has now been days since we officially started this process and we are no closer to receiving our duplicate payment backIt is extremely frustrating that we have no way of speaking with the billing department directlyApparently even *** can't speak with the billing department directlyWe need our money backWe don't have unlimited funds that we can just not worry about losing $I have attached copies of the email correspondence and proof of both paymentsThe first one payed by us (after they called and requested we make payment) from our savings account on April 21, and the second one drafted unauthorized from out checking account on May Whats even more disturbing is that when we go into our account on their website, there is no history of the second payment they automatically drafted on May 2.]
Regards,
*** ***

It is stipulated on the customer’s SunPower Lease Agreement at page 29 0f 30 that having an internet connection is one of the communication requirements in their lease to be eligible on their Performance Guarantee.
 
 
 
Nonetheless, SunPower recognizes that there’s currently an issue with the system’s performance. A ticket has been opened to complete a design review to determine next steps in fixing the system and its underperformance.  The customer’s daughter has been contacted today, 11/17/15 by a Spanish speaking supervisor. We will also be suppressing her invoicing & collections  to assist in the financial obligation for the period of time that the system is still under repair.
 
The customer’s daughter has expressed their intent to cancel the lease. However, we will be discussing our position to the customer once the system is operating within the acceptable performance range.
 
 
 
Regards,
[redacted]
 
[redacted]| Supervisor – Customer Service

We understand and sympathize with our customers when their expectations are not fully met.
SunPower's accounting team started processing the refund and we are continously tracking its progress. We apologize for any inconvenience that Mr. [redacted] may have experienced during this...

time. Nonetheless, one of our supervisors, [redacted] has engged with him on 5/9/16.We are committed in getting the refund request processed and refunded as soon as possible & will continously work with the cosumer as we progress with the timeline in completing their request.
 
Regards,[redacted] | Supervisor – Customer ServiceGlobal Business and Finance Services | office 1800.SUNPOWER | [redacted]
Tell us why here...

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[The proposed action does not resolve my complaint because there was no proposed action, only the statement that the issue was being looked into. We initiated the complaint to the Business directly on May 3. On May 9th [redacted], the company representative assigned to us, sent a email he was working on it. Then nothing happened. Then on May 16th after more phone calls and another email, [redacted] sent an email repeating himself that he was looking into it trying to expedite the process. That was the last we have heard. It has now been 20 days since we officially started this process and we are no closer to receiving our duplicate payment back. It is extremely frustrating that we have no way of speaking with the billing department directly. Apparently even [redacted] can't speak with the billing department directly. We need our money back. We don't have unlimited funds that we can just not worry about losing $756. I have attached copies of the email correspondence and proof of both payments. The first one payed by us (after they called and requested we make payment) from our savings account on April 21, and the second one drafted unauthorized from out checking account on May 2. Whats even more disturbing is that when we go into our account on their website, there is no history of the second payment they automatically drafted on May 2.]
Regards,
[redacted]

SunPower reached out to the customer & provided the following status update:- SunPower processed the refund today, 5/26/16- We will provide the bank confirmation document tomorrow Attached is the recap of SunPower Supervisor's phone conversation with the customer for Revdex.com's reference. Revdex.com was also copied on the latest email correspondence. Regards,[redacted] | Supervisor – Customer ServiceGlobal Business and Finance Services | office 1800.SUNPOWER | [redacted]

SunPower reached out to the customer & provided the following status update:
- SunPower processed the refund today, 5/26/16
- We will provide the bank confirmation document tomorrow
Attached is the recap of SunPower Supervisor's phone conversation with the customer for Revdex.com's reference. Revdex.com was also copied on the latest email correspondence.
 
Regards,
[redacted] | Supervisor – Customer Service
Global Business and Finance Services | office 1800.SUNPOWER | [redacted]

Thank you for bringing this to our attention. We have contacted the homeowner on October 28, 2015, to acknowledge the complaint received and we are working on getting into a reasonable resolution.Also, the case number ([redacted]) reported to you is being handled by one of our Residential Supervisors....

We are coordinating closely with our install partner in addressing the system underperformance and have scheduled an onsite evaluation this week. SunPower is committed to update the homeowner weekly for any progress in getting the system producing within their signed contract.Nonetheless, we want our customers to have peace of mind that they are guaranteed a certain level of performance over the lifetime of their solar lease.SunPower includes an industry-leading energy production guarantee with our lease, which ensures the system will produce within an expected annual range of energy output. If the system produces below the estimated annual range outlined on page 30 of their lease agreement, SunPower will send them a reimbursement for the calculated shortfall. Please note that we are taking every action possible to ensure that the performance issue is resolved within a timely manner & we have yet to evaluate the homeowner’s request to cancel the lease contract as this has to go through deliberation. A signed contract is treated legal and binding, and other factors have to be considered before we can arrive into an acceptable decision.We appreciate the opportunity given for us to explain and address the complaint filed by our homeowner.Regards,[redacted]| Supervisor – Customer ServiceGlobal Business and Finance Services | office 1800.SUNPOWER | [redacted].[redacted]@sunpower.com

Thank you for bringing this to our attention. We have contacted the homeowner on October 28, 2015, to...

acknowledge the complaint received and we are working on getting into a reasonable resolution.
Also, the case number ([redacted]) reported to you is being handled by one of our Residential Supervisors. We are coordinating closely with our install partner in addressing the system underperformance and have scheduled an onsite evaluation this week. SunPower is committed to update the homeowner weekly for any progress in getting the system producing within their signed contract.
Nonetheless, we want our customers to have peace of mind that they are guaranteed a certain level of performance over the lifetime of their solar lease.SunPower includes an industry-leading energy production guarantee with our lease, which ensures the system will produce within an expected annual range of energy output. If the system produces below the estimated annual range outlined on page 30 of their lease agreement, SunPower will send them a reimbursement for the calculated shortfall. Please note that we are taking every action possible to ensure that the performance issue is resolved within a timely manner & we have yet to evaluate the homeowner’s request to cancel the lease contract as this has to go through deliberation. A signed contract is treated legal and binding, and other factors have to be considered before we can arrive into an acceptable decision.
We appreciate the opportunity given for us to explain and address the complaint filed by our homeowner.
Regards,
[redacted]| Supervisor – Customer Service
Global Business and Finance Services | office 1800.SUNPOWER | [redacted].[redacted]@sunpower.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
Dear Revdex.com,1. I am not satisfied because they didn't let me know that I would need a computer to monitor the solar panels if they were working or not. 2. I pay more not with the solar panels $141 a month and still have the $1200.00 [redacted] bill to pay.  The didn't inform me that this would happen. 3. They didn't tell me that in a year that I would get the [redacted] bill because the Solar panels aren't doing their job. 4. I am on Social Security and do not get that much to pay all my bills.  I pay as much as I can and still owe money.  5. They also had an Spanish representative to talk to me and not inform me of all the IMPORTANT things that I have mentioned.I want to CANCEL THIS CONTRACT WITH SOLAR PANEL CORP.  They did call me but they said they were going to discuss this issue of my Cancelation of the Solar panelsThank you, [redacted]