SunCommon

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

I spoke with Mr*** by phone on 12/29/to apologize for the inconvenience and delay caused by severe winter weather. Mr*** was offered, and accepted, a $discount, and signed a change order/updated agreement on 1/3/so this installation could proceed. The solar
system was installed on January 10, 2018. This has prompted additional training for our team regarding guaranteed installation datesWith unpredictable Vermont winters, installations in cold-weather months can be delayedLanguage to this effect is being shared with customers. I appreciate Mr***'s flexibility, and am happy that he moved forward with his solar project despite the scheduling complications. *** ***Solar Success Manager, SunCommon

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

I appreciate Mr. [redacted]'s concerns about the level of service he's received regarding these system errors. The experience he has had is not reflective of the service SunCommon strives to provide, and I'm working with Mr. [redacted] to have the issues addressed. I have checked and can't find a...

communication from 1/21/18. SunCommon did receive a notification from Mr. [redacted] that there was an error code on Monday 1/29/18, and we responded by running a firmware update as recommended by the inverter manufacturer that same day which corrected the error. The next communication received was 2/21/18. It seems Mr. [redacted] was incorrectly routed to our sales team rather than the service team which caused a delay in response; he did receive a call 2/23/18 from our service technician. We did need to reschedule the visit on Friday 2/25/18 and left a voicemail at the number we have on file to notify Mr. [redacted] of the change. Mr. [redacted]'s roof is metal, so the service technician was not able to be on the roof Monday 2/28/18 due to the cold weather and icy nature of these types of roofs, but was able to isolate a portion of the issue at that visit. A second team of technicians visited Mr. [redacted]'s site on 3/6/18 and were able to work on the roof to get the system operational again. They diagnosed a potential issue with a wire run that will need to be replaced; this will need to be done after the snow clears.I've contacted Mr. [redacted] to assure him that once that section of wire is replaced and we've confirmed everything is fully operational that we'll reimburse him for any lost production since Jan 21, 2018 (the date he stated was the first attempt to contact). I received the following email back from Mr. [redacted]:"Thanks. If someone needs to reach me my cell phone is xxx-xxx-xxxx. As far as power loss, there probably isn't that much, maybe 100 KWh. The system was down only on warm days with a lot of ground melt (no snow on the roof). It occurred for two days in January, then again during that hot day in mid February. A technician came out and shut the bad string off a week or two ago, so I've been getting half production since then. I'm not sure the crew will see the isolation fault today since it has been cold. I don't really understand why snow melting on the ground would affect a system on a roof, but then that's why I'm not part of your crew. Good luck." Once the snow has cleared, we'll schedule the visit to replace the wire and calculate the lost production and provide reimbursement to Mr. [redacted].Thank you,[redacted]Solar Success ManagerSunCommon