Initial Business Response /* (1000, 8, 2014/06/10) */
Contact Name and Title: *** ***
Contact Phone: ***
Contact Email: ***@sungevity.com
June 5,
Online: Response to Complaint Completed Online
Revdex.com
Broadway, Suite
Oakland, CA XXXXX
Re: Revdex.com Complaint
Case# *** (Ref#XX-XXXXXX-XXXXXXXX-X-XXX)
Dear Sir or Madam,
We have amicably resolved this matter as a Lease Transfer has been completed and we're awaiting the return of the final paperwork for our records
I look forward to speaking with Mr*** in person about these issues further
Sincerely,
*** ***
Customer Experience Officer
Initial Consumer Rebuttal /* (3000, 10, 2014/06/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
in no way, shape or form was it amicable? I was charged $21,just to be let out of my lease?
Final Business Response /* (4000, 12, 2014/06/30) */
June 30,
Online: Response to Complaint Completed Online
Revdex.com
Broadway, Suite
Oakland, CA XXXXX
Re: Revdex.com Complaint Case# (Ref#XX-XXXXXX-XXXXXXXX-X-XXX)
Dear Sir or Madam,
I previously indicated that Mr***'s Lease Agreement for PV Solar Energy Equipment ("Agreement") was successfully transferred and that I considered the dispute amicably resolvedI'm now writing to add that the transfer was executed in accordance with the terms of the Agreement signed by Mr*** on 8/9/Per those terms (Section 13, Sale of Property) Mr*** chose not to terminate the Agreement and instead to pre-pay the Agreement, which thus conferred a pre-paid solar lease agreement to the new home-owners
Mr*** continues to be disappointed in our lease transfer process because both the termination and pre-pay amounts were larger than he'd expectedHe could have added the either amount to the price of the homeOur Lease Services team worked diligently to provide him this information prior to the sale of his homeOur dedicated team stands committed to help our customers transfer their lease agreements with the fastest and best customer service and we're disappointed that Mr*** was not satisfied with this industry-standard process
Thank you for the opportunity to communicate our experience on this lease transfer
Sincerely,
*** ***
Customer Experience Officer
Final Consumer Response /* (4200, 16, 2014/07/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I want my $21,backthere is no reason for them to charge me this excessive amountthey did not work with me at all, they gave me choices, buy out the used panels for $48,or transfer the lease agreement for $21,no lease i've ever heard of charges you an excessive fee to transfer the lease agreementi was verbally lied to before I signed the lease, that is why I am unhappy
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
Initial Business Response /* (1000, 5, 2015/12/17) */
Contact Name and Title: *** ***, Customer E
Contact Phone:
Contact Email: ***@sungevity.com
DELIVERY BY WEBSITE
December 17,
Re: *** *** Complaint (Complaint Case #: XXXXXXXX)
Dear Revdex.com,
We
are in receipt of Mr***'s complaint dated December 2, and respectfully notifying you that I believe we have amicably resolved the issue by
delivering the referral payment in question to Mr*** by Fedex on or about Friday December 17,
We believe this issue was caused by a Sungevity employee's inadvertent delivery of inaccurate messaging to Mr*** about when he could expect delivery of referral paymentThus, he was expecting the payment to arrive weeks earlier than our standard - week processing time, which timing is triggered when the referred customer's solar system is interconnected to the utility
We believe this satisfactorily resolves the issues raised in your correspondenceKindly contact me if there are any other questions that I may answer
Sincerely,
*** ***
Customer Experience Officer
Sungevity, Inc
October 4,
Revdex.com
Broadway, Suite
Oakland, CA
Re: Revdex.com CASE#: *** Complaint by *** *** (online response)
Dear Sir or Madam,
I want to send our sincere apology for mistakenly calling *** *** once after he told us that he’d already chosen another vendor
*** *** address and telephone number will not be contacted and I have personally verified this deletion from our recordsI also emailed my personal apology and explanation to *** *** immediately upon receiving this notice
We’ve taken this as a training opportunity and reminded our teams of the importance of updating our systems since our goal is to delight customers, not the opposite!
Sincerely,
*** ***
Customer Experience Officer
Dear Revdex.com,Thank you again bringing this complaint to my attentionTo reiterate, we will not be able to make this payment as a result of the bankruptcyThe payment liability is a responsibility of the Sungevity estate that is administered by the Bankruptcy courtFor this reason, Sungevity will not be able to issue any payments If *** *** would like to pursue this issue with the court, he can use the link below to file a claim:http://www.kccllc.net/documents/pocs/4-2016%20form%20410%20kcc%20default.p...⇄ Sungevity Inc.Case #***District of *** We apologize for this inconveniencePlease let me know if there is anything else I can look into for the ***Blake HazelriggSenior Manager
Dear Revdex.com,I am writing to update you regarding the compensation we have promised *** ***It was placed in the mail today, the *** of ***We anticipate this being received in *-business days. Please let me know if there is anything else I can do to help
*** ***Senior Solutions Manager
Dear Revdex.com,We’ve received the above-referenced complaint and appreciate the opportunity to respond to [redacted] concerns. We sent our Field Manager to the jobsite on [redacted] to correct the breaker problem that was impacting the garage and family room.
Please let me know if I can answer any...
Dear Revdex.com,
Myself as well as our installer, have recently reached out to Mr Ionno to let him know we can complete any remaining work [redacted]. We are currently waiting for his direction as to how he would like to move forward. I have let him know we are committed to getting this...
Dear Revdex.com,I'm writing to let you know that Sungevity and Mr. [redacted] have amicably resolved this matter. Please contact me if there are any other questions that I may answer. Thanks for your assistance in resolving this.Sincerely,[redacted]Senior ManagerSungevity, Inc.
Complaint:[redacted]I am rejecting this response because I still feel that Sungevity has produced a subpar system and I have not received the level of production that was estimated. I had thought with the experience that they had purported to have, that wouldn't have been an issue. I remain disappointed with Sungevity even if nothing comes of it and they won't do anything about it, or if they refuse to recognize that their website promised things that they did not live up to.Sincerely,[redacted]
Dear Revdex.com,After carefully reviewing this complaint, Sungevity will not be taking any action as this time as we have withheld our end of the contract. As Mr. Birch has stated we did not Guarantee any amount of production. We did guarantee a cost per kWh his solar system produces to help him not only save money but also produce clean energy and that has lived to be true. We can not guarantee overall household energy offset from solar energy due to two variables: 1) Weather varies and impacts solar production 2) Household usage changes (ie buying an electric car or new pool). If Mr. Birch is interested in having solar offset more of his usage, Sungevity recommends he looks into purchasing a second system.
Blake HazelriggSenior [email protected]
Dear Revdex.com,We recommend that this individual goes to https://www.kccllc.net/sungevity to see if they can determine who took over the relationship with the customer in question after Sungevity's bankruptcy. They will want to reach out to whoever that is for further assistance.
Sungevity
Initial Business Response /* (1000, 8, 2014/12/30) */
December 29, 2014
Online Response to Complaint
Revdex.com
1000 Broadway, Suite 625
Oakland, CA XXXXX
Re: Revdex.com Complaint Case#[redacted] (Ref#XX-XXXXXX-XXXXXXXX-X-XXX), [redacted] - XXXXXX
Dear Revdex.com,
We've received the...
above-referenced complaint and appreciate the opportunity to respond to the Revdex.com and Mr. [redacted]. Please note that we are also working directly with Mr. [redacted] on a resolution, including compensation, to conclude the inverter problem, pursuant to the terms of the signed Lease Agreement between Mr. [redacted] and Sungevity, dated January 17, 2014 ("Lease").
A difficult to diagnose fault with a leading manufacturer's inverter is the source of the complaint. Sungevity worked with Mr. [redacted] starting in May 2014 to diagnose this unexpected inverter failure. The inverter is produced by a SMA-America, which itself had trouble diagnosing and repairing the intermittent problem. As of December 10, 2014, we have replaced the inverter and the solar system is now producing electricity as expected. This system is being closely monitored for any issues.
During this diagnosis and remedy period, in consideration of the unusual inverter fault that experienced, we agreed to Mr. [redacted]'s request that he not pay the $17,465.35 pre-payment amount due under the Lease. To date, Mr. [redacted] has still not paid this amount. He has paid a deposit of $2,500. The system started to produce electricity as expected on December 10, 2014. We delayed requesting the $17,465.35 pre-payment amount to allow time for Mr. [redacted] to feel comfortable that the solar system was producing as promised.
As of this writing, the system is producing as expected and we have initiated a call to Mr. [redacted] to confirm that he is completely satisfied with the system. We believe all matters are now resolved and we are ready to receive payment for the installed system at his home. As mentioned above, we are conscious of Mr [redacted]'s patience during this unusual start-up, and we are monitoring the solar system very closely.
As to the payment owed under the Lease, we did not agree to Mr. [redacted]'s request for a 75% discount off the owed $17,465.35 amount. We did, however, offer more compensation than the performance shortfall (the remedy pursuant to the terms of the Lease) in consideration for the length of time it took to resolve this matter and to thank Mr. [redacted] for his patience while we investigated and solved this vexing issue. Sungevity's Director of Customer Service is discussing the conclusion of this matter including compensation with Mr. [redacted] directly.
We believe that this matter will be finally resolved in the next week, and in the meantime, we are happy to further discuss this matter with the Revdex.com. Please let me know if I can provide further information.
Regards,
[redacted]
Customer Experience Officer
Sungevity, Inc.
[redacted] Street, Suite [redacted]
[redacted] CA XXXXX
Initial Consumer Rebuttal /* (2000, 13, 2015/01/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is provisionally satisfactory to me. The system is now up an running. It is unfortunate that I had to go through the Revdex.com in order to get this part of the issue resolved - but at least it is done. I note this is a provisional acceptance of the response since the matter of lost revenue has not been resolved. I have to wait until sometime next moth to see how that goes. Hopefully, resolution of that matter will be more timely than fixing the system. Thank you for providing a outlet for resolving such issues. Sincerely, [redacted]
I have just been alerted that the goodwill payment we have promised [redacted] was placed in the mail today, the 21st of April. We anticipate this arriving in 3-5 business days.
Dear Revdex.com,
Thank you for bringing this complaint to my attention. I have extensively reviewed the photos from before and after the solar install with a NABCEP Certified member from our Quality Assurance team. After reviewing the photos Sungevity is confident the system has been installed correctly....
Per section 14.(a) of [redacted] signed solar agreement, he agreed that in no event shall either party be liable to the other for consequential, incidental, punitive, exemplary, special or indirect damages. Sungevity recommends that [redacted] contracts with a Gutter Installation and Repair company to evaluate and repair his damaged gutters.
Blake Hazelrigg Senior [email protected]
Dear Revdex.com,Thank you for bringing this to our attention. We will reach out to the customer in the coming week to ensure their concerns have been addressed.
Blake HazelriggSenior Manager
Complaint:[redacted]I am rejecting this response because: Until New Sungevity management/owner provides in writing same 20 years of Warrantees and Guarantees for Sungevity solar system.Sincerely,[redacted] [redacted]
Complaint: [redacted]I am rejecting this response because:it still doesn't address the fact that they have built a badly producing system and let customers think that they were protected by what they kept on their website. It is shoddy business in my estimation and they are not high quality producers. While contractually they may be protected, their are poorly serving their customers which I will take every opportunity I can to let others know.
I may be able to avoid Tier 3 and 4 as they stated, but I am still having to pay Tier 2 which wasn't contemplated in their estimates, including after a physical inspection and measurement of my roof.
Sincerely,[redacted]
Dear Sir or Madam,I have received approval from our accounting team to have this payment sent to [redacted]. This payment will be received within 2-4 weeks. If I can provide any additional details or answer any other questions, please let me know.Sincerely,[redacted]Senior Solutions...
Initial Business Response /* (1000, 8, 2014/06/10) */
Contact Name and Title: *** ***
Contact Phone: ***
Contact Email: ***@sungevity.com
June 5,
Online: Response to Complaint Completed Online
Revdex.com
Broadway, Suite
Oakland, CA XXXXX
Re: Revdex.com Complaint
Case# *** (Ref#XX-XXXXXX-XXXXXXXX-X-XXX)
Dear Sir or Madam,
We have amicably resolved this matter as a Lease Transfer has been completed and we're awaiting the return of the final paperwork for our records
I look forward to speaking with Mr*** in person about these issues further
Sincerely,
*** ***
Customer Experience Officer
Initial Consumer Rebuttal /* (3000, 10, 2014/06/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
in no way, shape or form was it amicable? I was charged $21,just to be let out of my lease?
Final Business Response /* (4000, 12, 2014/06/30) */
June 30,
Online: Response to Complaint Completed Online
Revdex.com
Broadway, Suite
Oakland, CA XXXXX
Re: Revdex.com Complaint Case# (Ref#XX-XXXXXX-XXXXXXXX-X-XXX)
Dear Sir or Madam,
I previously indicated that Mr***'s Lease Agreement for PV Solar Energy Equipment ("Agreement") was successfully transferred and that I considered the dispute amicably resolvedI'm now writing to add that the transfer was executed in accordance with the terms of the Agreement signed by Mr*** on 8/9/Per those terms (Section 13, Sale of Property) Mr*** chose not to terminate the Agreement and instead to pre-pay the Agreement, which thus conferred a pre-paid solar lease agreement to the new home-owners
Mr*** continues to be disappointed in our lease transfer process because both the termination and pre-pay amounts were larger than he'd expectedHe could have added the either amount to the price of the homeOur Lease Services team worked diligently to provide him this information prior to the sale of his homeOur dedicated team stands committed to help our customers transfer their lease agreements with the fastest and best customer service and we're disappointed that Mr*** was not satisfied with this industry-standard process
Thank you for the opportunity to communicate our experience on this lease transfer
Sincerely,
*** ***
Customer Experience Officer
Final Consumer Response /* (4200, 16, 2014/07/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I want my $21,backthere is no reason for them to charge me this excessive amountthey did not work with me at all, they gave me choices, buy out the used panels for $48,or transfer the lease agreement for $21,no lease i've ever heard of charges you an excessive fee to transfer the lease agreementi was verbally lied to before I signed the lease, that is why I am unhappy
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
Initial Business Response /* (1000, 5, 2015/12/17) */
Contact Name and Title: *** ***, Customer E
Contact Phone:
Contact Email: ***@sungevity.com
DELIVERY BY WEBSITE
December 17,
Re: *** *** Complaint (Complaint Case #: XXXXXXXX)
Dear Revdex.com,
We
are in receipt of Mr***'s complaint dated December 2, and respectfully notifying you that I believe we have amicably resolved the issue by
delivering the referral payment in question to Mr*** by Fedex on or about Friday December 17,
We believe this issue was caused by a Sungevity employee's inadvertent delivery of inaccurate messaging to Mr*** about when he could expect delivery of referral paymentThus, he was expecting the payment to arrive weeks earlier than our standard - week processing time, which timing is triggered when the referred customer's solar system is interconnected to the utility
We believe this satisfactorily resolves the issues raised in your correspondenceKindly contact me if there are any other questions that I may answer
Sincerely,
*** ***
Customer Experience Officer
Sungevity, Inc
October 4,
Revdex.com
Broadway, Suite
Oakland, CA
Re: Revdex.com CASE#: *** Complaint by *** *** (online response)
Dear Sir or Madam,
I want to send our sincere apology for mistakenly calling *** *** once after he told us that he’d already chosen another vendor
*** *** address and telephone number will not be contacted and I have personally verified this deletion from our recordsI also emailed my personal apology and explanation to *** *** immediately upon receiving this notice
We’ve taken this as a training opportunity and reminded our teams of the importance of updating our systems since our goal is to delight customers, not the opposite!
Sincerely,
*** ***
Customer Experience Officer
Dear Revdex.com,Thank you again bringing this complaint to my attentionTo reiterate, we will not be able to make this payment as a result of the bankruptcyThe payment liability is a responsibility of the Sungevity estate that is administered by the Bankruptcy courtFor this reason, Sungevity will not be able to issue any payments If *** *** would like to pursue this issue with the court, he can use the link below to file a claim:http://www.kccllc.net/documents/pocs/4-2016%20form%20410%20kcc%20default.p...⇄ Sungevity Inc.Case #***District of *** We apologize for this inconveniencePlease let me know if there is anything else I can look into for the ***Blake HazelriggSenior Manager
Dear Revdex.com,I am writing to update you regarding the compensation we have promised *** ***It was placed in the mail today, the *** of ***We anticipate this being received in *-business days. Please let me know if there is anything else I can do to help
*** ***Senior Solutions Manager
Dear Revdex.com,We’ve received the above-referenced complaint and appreciate the opportunity to respond to [redacted] concerns. We sent our Field Manager to the jobsite on [redacted] to correct the breaker problem that was impacting the garage and family room.
Please let me know if I can answer any...
other questions.
Regards,
Blake Hazelrigg
Senior Solutions Manager
Dear Revdex.com,
Myself as well as our installer, have recently reached out to Mr Ionno to let him know we can complete any remaining work [redacted]. We are currently waiting for his direction as to how he would like to move forward. I have let him know we are committed to getting this...
resolved.
[redacted]Senior Solutions Manager
Dear Revdex.com,I'm writing to let you know that Sungevity and Mr. [redacted] have amicably resolved this matter. Please contact me if there are any other questions that I may answer. Thanks for your assistance in resolving this.Sincerely,[redacted]Senior ManagerSungevity, Inc.
Complaint:[redacted]I am rejecting this response because I still feel that Sungevity has produced a subpar system and I have not received the level of production that was estimated. I had thought with the experience that they had purported to have, that wouldn't have been an issue. I remain disappointed with Sungevity even if nothing comes of it and they won't do anything about it, or if they refuse to recognize that their website promised things that they did not live up to.Sincerely,[redacted]
Dear Revdex.com,After carefully reviewing this complaint, Sungevity will not be taking any action as this time as we have withheld our end of the contract. As Mr. Birch has stated we did not Guarantee any amount of production. We did guarantee a cost per kWh his solar system produces to help him not only save money but also produce clean energy and that has lived to be true. We can not guarantee overall household energy offset from solar energy due to two variables: 1) Weather varies and impacts solar production 2) Household usage changes (ie buying an electric car or new pool). If Mr. Birch is interested in having solar offset more of his usage, Sungevity recommends he looks into purchasing a second system.
Blake HazelriggSenior [email protected]
Dear Revdex.com,We recommend that this individual goes to https://www.kccllc.net/sungevity to see if they can determine who took over the relationship with the customer in question after Sungevity's bankruptcy. They will want to reach out to whoever that is for further assistance.
Sungevity
Initial Business Response /* (1000, 8, 2014/12/30) */
December 29, 2014
Online Response to Complaint
Revdex.com
1000 Broadway, Suite 625
Oakland, CA XXXXX
Re: Revdex.com Complaint Case#[redacted] (Ref#XX-XXXXXX-XXXXXXXX-X-XXX), [redacted] - XXXXXX
Dear Revdex.com,
We've received the...
above-referenced complaint and appreciate the opportunity to respond to the Revdex.com and Mr. [redacted]. Please note that we are also working directly with Mr. [redacted] on a resolution, including compensation, to conclude the inverter problem, pursuant to the terms of the signed Lease Agreement between Mr. [redacted] and Sungevity, dated January 17, 2014 ("Lease").
A difficult to diagnose fault with a leading manufacturer's inverter is the source of the complaint. Sungevity worked with Mr. [redacted] starting in May 2014 to diagnose this unexpected inverter failure. The inverter is produced by a SMA-America, which itself had trouble diagnosing and repairing the intermittent problem. As of December 10, 2014, we have replaced the inverter and the solar system is now producing electricity as expected. This system is being closely monitored for any issues.
During this diagnosis and remedy period, in consideration of the unusual inverter fault that experienced, we agreed to Mr. [redacted]'s request that he not pay the $17,465.35 pre-payment amount due under the Lease. To date, Mr. [redacted] has still not paid this amount. He has paid a deposit of $2,500. The system started to produce electricity as expected on December 10, 2014. We delayed requesting the $17,465.35 pre-payment amount to allow time for Mr. [redacted] to feel comfortable that the solar system was producing as promised.
As of this writing, the system is producing as expected and we have initiated a call to Mr. [redacted] to confirm that he is completely satisfied with the system. We believe all matters are now resolved and we are ready to receive payment for the installed system at his home. As mentioned above, we are conscious of Mr [redacted]'s patience during this unusual start-up, and we are monitoring the solar system very closely.
As to the payment owed under the Lease, we did not agree to Mr. [redacted]'s request for a 75% discount off the owed $17,465.35 amount. We did, however, offer more compensation than the performance shortfall (the remedy pursuant to the terms of the Lease) in consideration for the length of time it took to resolve this matter and to thank Mr. [redacted] for his patience while we investigated and solved this vexing issue. Sungevity's Director of Customer Service is discussing the conclusion of this matter including compensation with Mr. [redacted] directly.
We believe that this matter will be finally resolved in the next week, and in the meantime, we are happy to further discuss this matter with the Revdex.com. Please let me know if I can provide further information.
Regards,
[redacted]
Customer Experience Officer
Sungevity, Inc.
[redacted] Street, Suite [redacted]
[redacted] CA XXXXX
Initial Consumer Rebuttal /* (2000, 13, 2015/01/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is provisionally satisfactory to me. The system is now up an running. It is unfortunate that I had to go through the Revdex.com in order to get this part of the issue resolved - but at least it is done. I note this is a provisional acceptance of the response since the matter of lost revenue has not been resolved. I have to wait until sometime next moth to see how that goes. Hopefully, resolution of that matter will be more timely than fixing the system. Thank you for providing a outlet for resolving such issues. Sincerely, [redacted]
Dear Revdex.com,
I have just been alerted that the goodwill payment we have promised [redacted] was placed in the mail today, the 21st of April. We anticipate this arriving in 3-5 business days.
Blake HazelriggSenior Manager
Dear Revdex.com,
Thank you for bringing this complaint to my attention. I have extensively reviewed the photos from before and after the solar install with a NABCEP Certified member from our Quality Assurance team. After reviewing the photos Sungevity is confident the system has been installed correctly....
Per section 14.(a) of [redacted] signed solar agreement, he agreed that in no event shall either party be liable to the other for consequential, incidental, punitive, exemplary, special or indirect damages. Sungevity recommends that [redacted] contracts with a Gutter Installation and Repair company to evaluate and repair his damaged gutters.
Blake Hazelrigg Senior [email protected]
Dear Revdex.com,Thank you for bringing this to our attention. We will reach out to the customer in the coming week to ensure their concerns have been addressed.
Blake HazelriggSenior Manager
Complaint:[redacted]I am rejecting this response because: Until New Sungevity management/owner provides in writing same 20 years of Warrantees and Guarantees for Sungevity solar system.Sincerely,[redacted] [redacted]
Complaint: [redacted]I am rejecting this response because:it still doesn't address the fact that they have built a badly producing system and let customers think that they were protected by what they kept on their website. It is shoddy business in my estimation and they are not high quality producers. While contractually they may be protected, their are poorly serving their customers which I will take every opportunity I can to let others know.
I may be able to avoid Tier 3 and 4 as they stated, but I am still having to pay Tier 2 which wasn't contemplated in their estimates, including after a physical inspection and measurement of my roof.
Sincerely,[redacted]
Dear Sir or Madam,I have received approval from our accounting team to have this payment sent to [redacted]. This payment will be received within 2-4 weeks. If I can provide any additional details or answer any other questions, please let me know.Sincerely,[redacted]Senior Solutions...
Manager