BBB Accredited Business since

RGS Energy

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Phone: (888) 567-6527 View Additional Phone Numbers 833 W South Boulder Rd, Louisville, CO 80027 http://RGSEnergy.com


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BBB Accreditation

A BBB Accredited Business since

BBB has determined that RGS Energy meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

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Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for RGS Energy include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 46 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

46 complaints closed with BBB in last 3 years | 25 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 2
Billing/Collection Issues 4
Delivery Issues 7
Guarantee/Warranty Issues 2
Problems with Product/Service 31
Total Closed Complaints 46

Customer Reviews Summary Read customer reviews

5 Customer Reviews on RGS Energy
Customer Experience Total Customer Reviews
Positive Experience 2
Neutral Experience 0
Negative Experience 3
Total Customer Reviews 5

Additional Information

BBB file opened: February 17, 2009 Business started: 01/01/1978 Business started locally: 01/01/1978 Business incorporated 12/22/2005 in CO
Licensing, Bonding or Registration
Many local municipalities, townships and counties have registration, bonding and/or licensing requirements. The BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

Permit and license requirements for regulated industries in the State of Colorado can be viewed at the following website:

http://www.colorado.gov/pacific/dora/licenses-and-permits-0

To view the registration of a business with the Colorado Secretary of State click below:

http://www.sos.state.co.us/biz/BusinessEntityCriteriaExt.do

Type of Entity

Corporation

Business Management
Mr. Dennis Lacey, CEO Mr. Mike Dilonno Mr. Matt Straney, Customer Service Manager Ms. Kate York, Business Generation Specialist
Contact Information
Principal: Mr. Dennis Lacey, CEO
Customer Contact: Mr. Matt Straney, Customer Service Manager
Business Category

Solar Energy Products - Retail Utility Contractors Solar Energy Equipment & Systems Dealers Solar Energy System Design & Installation Contractors - Solar Energy

Alternate Business Names
Real Goods Energy Tech Inc Real Goods Solar, Inc.
Products & Services

RGS Energy (formerly Real Goods Solar) brings affordable clean energy solutions to homeowners, businesses, schools, governments, and utilities of all sizes. Control your electricity bills with a low, locked-in rate using solar power. With 17 locations from coast to coast and over 22,500 solar energy systems totaling more than 235 MW installed, RGS Energy is one of the oldest, largest, and most trusted clean energy EPC providers in the country.


Customer Review Rating plus BBB Rating Summary

RGS Energy has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 833 W South Boulder Rd

    Louisville, CO 80027 (888) 567-6527

  • 64 Main St

    Montpelier, VT 05602

  • THIS LOCATION IS NOT BBB ACCREDITED

    120 Broadway

    Albany, NY 12204

  • THIS LOCATION IS NOT BBB ACCREDITED

    106 Route 32

    Stonington, CT 06378

  • 22 Third St

    New City, NY 10956

  • THIS LOCATION IS NOT BBB ACCREDITED

    2001 Route 46 Ste 310

    Parsippany, NJ 07054

  • THIS LOCATION IS NOT BBB ACCREDITED

    208 Race St # 201

    Holyoke, MA 01040

  • THIS LOCATION IS NOT BBB ACCREDITED

    5909 Suemandy Rd

    Saint Peters, MO 63376

  • THIS LOCATION IS NOT BBB ACCREDITED

    5909 Suemandy Rd

    Saint Peters, MO 63376

  • THIS LOCATION IS NOT BBB ACCREDITED

    2387 River Rd Ste 140

    Grand Junction, CO 81505

  • THIS LOCATION IS NOT BBB ACCREDITED

    3109 N Miami Ave Ste 101

    Fresno, CA 93727

  • THIS LOCATION IS NOT BBB ACCREDITED

    2955 Kerner Boulevard

    San Rafael, CA 94901

  • THIS LOCATION IS NOT BBB ACCREDITED

    2955 Kerner Boulevard

    San Rafael, CA 94901

  • THIS LOCATION IS NOT BBB ACCREDITED

    1030 N Batavia St

    Orange, CA 92867

  • THIS LOCATION IS NOT BBB ACCREDITED

    1968 Junction Ave

    San Jose, CA 95131

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

5/11/2016 Delivery Issues
3/24/2016 Problems with Product/Service
3/22/2016 Guarantee/Warranty Issues
3/14/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: RGSEnergy will not send someone to inspect & repair my solar system which is producing approximately half of what was promised & still under warranty. The solar system was installed by Real Goods Solar June 2011 and has a 10 year warranty. The warranty states - "In the event of a Major Component of the System with ten (10) years of the Installation Date, Real Goods Solar will, at its option, replace or repair any such Major Component found to be Defective in its normal use and operation." It has been over a month since I contacted RGS regarding the issue and have been given the run-around. At first, they told me the manufacturer (Kyocera) no longer made my panels (Kyocera KD235GX-LPB) and said they would procure panels from a Canadian supplier. They did find the panels but presented me with an estimate for the repair for $361.85. When I asked why these repairs would not be covered under warranty, RGS would no longer return my calls until I mentioned I was considering filing a claim with the BBB. RGS (**** *******) then sent me a return email asking if I could provide a picture of the cracked panel. I told him I could not since I cannot go up on the roof and was only told a panel was cracked when I had a company (recommended by RGS) come to clean the panels. Intially, I thought the low production was due to the panels being dirty but was informed by the people who washed the panels that one of the panels was cracked and it was likely the cause of the low production. I contacted RGS with this information and that is when I kept getting the runaround. **** ******* told me RGS was in a contract dispute with their service integrator, HelioPower, and they would not be able to get a service technician out to my place until at least December 1. I said that was fine and wanted to set up an appointment to have a service technician come the first week in December. **** then emails me back - "Unfortunately, that is hard for me to say at this point. The first week of December is only tentative at this point and still subject to change. I can tell you that once this contract dispute is solved, you will be at the top of the list for servicing. I will keep you posted with information as it comes in to me." I then ask if there is some other third party contractor they can work with to get my issue resolved. **** then emails back the following- "Due to our warranties between us and manufacturers, all third party company must go through a rigorous vetting process to make sure they know what they are doing with equipment installs. I wish it could be as easy getting another company, but my hand is tied on that aspect." I feel I am getting the runaround and RGS would like me to go away. When they sent me the estimate to have the repair/replacement done at my expense they did not mention anything about a contract dispute and not being able to get the work done in a timely fashion. It was only after I mentioned that I would like the system to be inspected and the work covered under warranty that Real Goods Solar has found numerous excuses as to why they cannot inspect the system and honor the warranty. They are able to see on their side that solar production is way down and there is something wrong with the system. I have been discussing the issue with **** ******* (Customer Service Lead), *** ****** (I do not know her position but she referred me to **** when I first contacted RGS via email through a general email address on their website.) I am very frustrated and disappointed. The solar system cost me over $22,000 and is less than 5 years old. Less than half the 10 year warranty term.

Desired Settlement: I would like RGS solar to send a technician to my home to inspect the solar system, see why it is not producing the same amount of energy it was when it was first installed. Find the problem(s) and repair/replace whatever needs to be done to ensure the system is producing energy the way it should be. I want RGS to honor the warranty which states - "In the event of a Major Component of the System within ten (10) years of the Installation Date, Real Goods Solar will, at its option, replace or repair any such Major Component found to be Defective in its normal use and operation. 'Major Components' are defined as PV solar panels, inverters, and rack mounting components of the System."

Business Response: Hi ****,
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 # ***** is still in our queue.

Business Response:

Hi ****,

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.” 

Consumer Response:


Complaint: ********

I am rejecting this response because:

On January 19, 2016 my complaint (# ********-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 BBB 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.

**** *******

3/1/2016 Problems with Product/Service
1/9/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Solar panels didn't produce what they guaranteed. Contract states we will receive a refund for the difference. We didn't and the company won't pay. We were told, and our contract states, that we would receive money back if our Solar panels didn't produce 11,311 Kwh installed on our home **** ****** **** ******** **) during the first year. Our panels were installed December 2013. They produced 9.22 Mwh during 2014. I have contacted the company many times by phone at first, then by e-mail and I can't get them to do anything. They didn't even have a copy of the contract. I had to send it to them. I have talked to Michael Perlowski several times and he always acts like he doesn't know what I'm talking about. He has NEVER returned a call.

Desired Settlement: I want what we agreed to. The difference in the production we achieved during the first year and what they said we would produce. **** told me there is a $500 maximum, even though the contract doesn't say that. Thank you, ******

Business Response: Hi ******,
A production guarantee check for $194.28 has been approved and will be mailed to *** ****** *** *****
Ballwin, MO, within 4-6 weeks.
Thank you.

1/5/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Solar unit went down for 3 weeks and they failed to monitor it as they were suppose to. I reset unit and it worked 1 day then went down again. I con Unit went down on 8/28 I did not notice it until 9/18/15 unit read failure and to push escape which I did and the green light came on. I contacted RGE energy and requested some help and explained I was going on vacation but someone would be home to let them in yard. When I returned on 9/26I I discovered the unit went down after one day and had been off ever since with the AC working due to heat. Called RGE again and was told had to contact ******** ********* since they owned the unit. They claim they had notified RGE on 9/2 but I feel they did not follow thru no one has ever contacted me from RGE since the unit was again put up by me. The unit again went down on 10/13 and is still down. I have left voice mail with RGE, ******** and RGE sales "**** ******* I am paying ******** for the lease of the unit and they are not monitoring as they claim they will do in the contract I signed. They also implied they would not reimburse me for my ****** bill which I had to pay since the solar was not working. I need some help on this so let others know that ******** does not live up to their part of the contract.

Desired Settlement: Either keep the unit up and running or take it off my roof and cancel my contract. I will then be able to get a honest Solar Co to install a new unit.

12/30/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Contract for installation of solar power was cancelled when things with site assessment indicated many added costs. Deposit ($1000) not refunded. We entered into a contract for installation of solar power. All along it was clear if costs were added to the project that I would be able to get a refund of the deposit. After the site assessment was completed I was told that the added costs would include tree removal (hundreds of dollars) and digging a trench for wires (possibly thousands of dollars). At this point I cancelled the contract since it made no sense to install the solar panels with the added costs. I requested my deposit back and was told it would be no problem. Original deposit was made with a credit card. I waited several weeks for a credit to show up on my account but it never did. I called RGS and asked about it and they said it would be issued as a check and I should be getting it soon (this was in September). Weeks went by with no credit or check so I called again and they said it would be coming by check. I have continued to inquire about it but keep getting the run around from both the headquarters in Colorado and the office in Connecticut. It has been over 4 months since the contract was cancelled and I still have not received my deposit back. Please just return the $1000, either credit the credit card or send a check.

Desired Settlement: I want my $1000 back. There is no reason it should have taken this long. Just return the money that you owe me.

Business Response: Initial Business Response /* (1000, 12, 2015/12/23) */ Hi *******, Yes, we do have confirmation that the $1,000 deposit was paid on 12/4/15. The case issue has been resolved. Thank you. Complaint Response Date bumped because: Holiday Initial Consumer Rebuttal /* (2000, 14, 2015/12/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thanks.

11/16/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Failure to reply or respond to service issues I purchased a $ 45,000.00 Solar system thru RGS Energy, in The City of ******* ****** ******* ****** This system was to supply 95% of the electricity my home consume. All went exceptionally well from the planning, installation and approval to operate by ******** ********** ******* At 2:51 PM, on January 19, 2015, the switch was flipped to the ON position. I checked the ********* monitoring system daily to be sure all was operating properly. I can't remember the exact date it was but I glanced down at the ***** and noticed there was no signal on it. I immediately checked my computer and nothing. Called RGS customer service in ******* *** got answering machine, leave message several time as day for a few days and no reply. On April 24, 2015, I made a call to my salesman and he informed me that he was let go and they closed the office in ******* and I should be talking to people in ********* The salesman advise me to send an email to Customer Service and copy the CEO and the Director of HR as they are the management team, which I did immediately and still no reply. I seen RGS has a ******** page so I posted a message at 9:58 pm, April 24, 2015, "I need someone from customer service to call me immediately. I've left several voice mails, sent several emails and no reply. My system is not working and I want someone from RGS to fix it now. Name and phone number." Next morning about 8:00 AM I receive a call from RGS, but because I'm at work and not able to answer while on the production floor. I was getting off work in an hour so I waited until I got home to return the call and told customer service my problem. She assured me that my complaint will be elevated. Again no word of when someone would be coming out. On April 28, 2015 I send off another email because all I'm hearing is my concerns has been, escalated, elevated or moved to the head of the line. Next day I get a reply that a technician from ***** will reach out to you within 72 hours to schedule a service call. On May 4, 2015, ***** ********** was here and checked out the ***** and tried to get signals to no avail. He told me my panels are generating electricity but we can't monitor the system. He took my ***** and told me he had to order a new unit with stronger signals. I have not heard back from RGS or ***** since this service call. I know for sure, 100% that my $ 45, 000 solar panels are not generating electricity for my home. I have been in contact with ******** ****** ****** to see if they can identify weather my panels are working or not. ****** has confirmed that I am consuming the same amount, if not more of ********* power to operate my home over last year. My current cumulative bill with ****** is $1511.51 to August 10, 2015, that is about $300.00 a month which is what I was paying for this time period last year. I know the bill between the 10th of August to 10th Sept will be in excess of $500.00 because of having to use my air conditioner for the last 2 week. I do expect RGS to pay this because the system I purchased was to cover 99% of my electricity usage. I have filed a complaint with *********** ***** ******* ****** I am currently seeking other RGS customers that may have the same problems. I am also in the process of interviewing attorneys to help me resolved this $ 45,000 problem.

Desired Settlement: repair my system to full operating condition. get sign off on inspection from the city building dept, ** *** ******* ** *** *** that the scope of work is completed and approved. pay what is owe to my ****** bill from the date I started to consume electricity from ****** to the date I go back online with my system, amount up to 8/10/2015 is $1,511.

Business Response: Initial Business Response /* (1000, 19, 2015/11/04) */ Hi ****, 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,

11/5/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: RGS offered a guarantee of production with purchase of system. Will not provide numbers. Is demanding pay. RGS offered a guarantee of production with purchase of system. While the contract does say there is a guarantee, RGS will not provide numbers as contract says they should (missing addendum). RGS is demanding pay and sent an intent to file lien. Project has taken quite some time.

Desired Settlement: I would like my contract completed. I am ready to pay them if I can only have a complete contract!

Business Response: Initial Business Response /* (1000, 12, 2015/11/03) */ Hi *****, I believe this issue has been resolved. RGS has agreed to include a production guarantee while you're working with ***** to complete the loan paperwork. Once ***** receives your new Loan Agreements I will countersign the Production Guarantee in docusign. It will then become a part of your contract. Best, Initial Consumer Rebuttal /* (2000, 14, 2015/11/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) They Furnished the documents requested.

10/14/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: ********** ***** in *** ****** *** A Company owned and operated by RGS of Louisville CO inflated ***** ***** ********** and falsely warrantied it. The original company that we met with was a company called ********** ****** It was a Dba of RGS when we signed a contract in September 2013 for a 25 KW solar array to be installed at our home. There was an evaluation and proposal given to us by the salesman that stated that our system would produce a specific amount of KWh or the company would pay the difference. This program was called the "sign and save". This information is where the problem resides. The parent company of ********** ***** with whom we signed the contract states that in their contract there is no such warranty that will be acknowledged by them. If a proposal from a company states that it is warrantied. Is it not a legal document? Even when the parent company admits that the proposal # **** shows this information? Is this false advertising? Bait and switch? Or just a case of Buyer beware?

Desired Settlement: I would like RGS Energy to refund my portion of the solar array to me. The whole premise of purchasing the system was to save a specific amount of electrical cost. This savings was to be realized over a specific time frame. This time frame has been misrepresented by the under production of the solar array by the company and its subsidiaries. The entire sales system is suspect to deceit through inflating production estimates and misrepresenting possible savings through a shell company. Then denying responsibility because it was the "other company".

Business Response: Initial Business Response /* (1000, 8, 2015/10/09) */ Hi ****, 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 ********** ***** *** 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 ********** 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 ***** ***** for compensation due to false advertising/ bait and switch and breech of contract. **** ******** Final Business Response /* (4000, 12, 2015/10/14) */ Hi ****, Your system generated 31,886 kWh from 9/16/14 - 9/15/15 per your ******* ********** ******* The estimated annual energy output was 36,027 kWh. The $745 refund for the production reimbursement would cover 6,367 kWh at the current ****** 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.

10/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Was promised a Federal Tax Rebate of approx. 8,000.00.... At no time during the purchase of our solar did the salesman tell us that if you are only living on social security you didn't qualify for the Federal Tax Credit.....Doing our taxes is how we found out...We had to take our savings to pay the second loan off before the interest was added..Call the salesman and told him and he could care less...Just that he had told us...My husband is 79 years old, and in my opinion the sales rep. scammed a elderly man....All I ever heard was not to forget to file for the rebate...not that we didn't qualify, and they knew from the financial information on the loan that we were only living on Social Security....SCAMMED !!!!!

Desired Settlement: I feel that the company preyed on a elderly person and misrepresented themselves, by making my husband think he would be getting a chunk of the money back on the Federal Rebate....We took our only savings and had to pay a loan off that we shouldn't have had to do...When I his wife called "******" all he said was that he was sorry, but he was sure he had told my husband....Before we signed the papers to go with the deal, I had ****** explain the contract to me, and at no time did he say we wouldn't qualify...He just said not to forget to file for the rebate at tax time, and not to worry about paying the second loan because we should get the rebate back before the loan was due without interest....The dishonesty was obvious, they just scammed the elderly to make a quick buck....now we are suffering financially....

Business Response: Initial Business Response /* (1000, 8, 2015/09/28) */ Hi ******, I'm sorry to hear about your financial troubles. I've spoken with **** and have reviewed the details of the sale with him. Your message above reads "Was promised a Federal Tax Rebate of approx. 8,000.00..." Could you please elaborate on what was promised? Any emails or documents would be helpful. In reviewing the contract I cannot find any language to suggest the Federal Tax rebates were part of the contract. Best,

10/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: No response from Customer Service in 2.5 months. Need them to verify that my discolored panel is working at full capacity or remedy the problem. My initial e-mail to customer service was on 5/1/15 after nobody answered the customer service line on repeated attempts and did not return my voicemail. I reached a live person in the sales department, who promised to follow up with Customer Service on 5/7/15. After repeated follow up on 5/11/15 and 6/18/15 I got response from Sales Department "Customer Service is working on this and your Case # is XXXXXXXX. I am checking with the Customer Service Manager to see what the status is." To this day 7/15/15 I have not received a response. I need to know if discolored panels is working at proper full capacity. Below is my original request for customer service from 5/1/15: Discoloration of panel (installed Feb. 2014 - *****) I have a concern about the discoloration of one of my panels. Please let me know if an inspections can be scheduled to let me know what is going on. Attached are a few photos. One panel turned into a lighter blue and developed some strange markings. Another panel (last picture) has strange markings too. These pictures were taken after I had wiped off the panels with a soft cloth last week. Please advise next step to inspect and options to resolve. Kind regards, ***** ***** Cell: ************ **********@att.net

Desired Settlement: Inspection of discolored panel(s) and replace if not functioning properly.

Business Response: 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 - ****** ***** Located panels that had hair lines in them.there are 3 on each string of 12.Panels are ******** ***************** voltage readings at 47.7 C with ********* 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.

10/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had signed up with a local company to do my solar system on 12/19/14. I was not aware that my solar system had change to Colorado company. 12/19/14 Signed up with RGS Energy (Real Goods Energy Tech Inc). Paid $500 deposit. I specify told the saleman *** ***** **** I wanted a company with local presence, a local install office, and a company with their own installers. and I had to pay more for the local service and I agreed. 2/15/15 I was suspicious that My Electric panel company from RGS company cancel my appointment last minutes and told me that RGS did not pay them. 3/5/15 Find out RGS is no longer a local company. 3/4/15 Got email from Colorado project manager **** ******** 3/12/15 Spoke to **** ******* explaining that I'm not comfortable having a Colorado state company to do my solar. I prefer local company and he told me is no problem and RGS will refund my deposit. 3/21/15 I signed up with local company. 3/30/15 **** ******* changed his mind and said that I was not able to get the deposit back because they just submitted my solar plan to the city of ******** and used up my deposit. 4/15/15 I went to the city of ********* explained my situation and the city of ******** said that RGS could get their refund if they ask for it. I had to help **** ******* from RGS to make him understand how State of California work. We called in to City of ********* City of ******** Expalined in detail how to cancel and get his refund but I think **** ******* refused to follow the instruction. 5/14/15 Emailed me the cancellation letter to City of ******** dated 5/1/15. I don't think it was ever mailed to the city because the city never got the letter. I had to physically delivered the letter to the city. This is another reason why I like to use local company for my solar system. It is hard to get hold of RSG. Can you imagine if my powder went off and it takes few days/weeks to get response? I have kids and senior staying with me. I can't take the chances. * The contract that I signed starting local address at ****** **** ****** ***** ***** ***** ** ******* ** XXXXX was going to do all my work. I should be notify any changes to the contract especially, I had already told RGS saleman *** ***** **** that I want a local service to do all my work. * I don't understand why I was told that I will get my refund when RGS knew that they are not going to refund my deposit. * It took a long time to get response from them. I cancel the solar on 3/4/15 with the project manager **** ******** It took them more than 2 months to cancel with City of ********* Because they did not cancel their RSG permit, I was not able to start with a local solar company. RGS purposely holding up my solar project.

Desired Settlement: I want my deposit of $500 back.

Business Response: Initial Business Response /* (1000, 5, 2015/06/02) */ Hi *******, 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 ********* ******* I've attached the letter RGS Energy sent to the City of ******** ********* *********** ********** requesting the cancellation of Building permit # BLDXX-XXXXX. ******** at The city of torrance informed me this morning that your permit is not closed yet. ******** 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, *** ***** ***** 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. *** **** 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 **** of ********* 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 ******* 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.

10/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The company will not refund my $250 deposit even though they cashed my check that said the deposit was refundable. When I entered into the contract for installing solar panels on my home I was told by the RGS energy saleswoman that if I did not accept the design layout for the project my deposit would be refunded. The check for the deposit that the company cashed stated "refundable deposit". I terminated the contract in May because after 6 months they still did not have an acceptable design layout. After multiple phone calls to the company all that their customer service representatives would say is that they will not give me my $250 deposit back. They will not give me anyone in management to speak with and just tell me that they will relay the message. No one has called back

Desired Settlement: I am requesting my $250 deposit back

Business Response: Initial Business Response /* (1000, 5, 2015/07/10) */ Hi ******, I'm sorry RGS Energy couldn't be the installer to help you go solar. Your deposit is kept by RGS Energy to cover the cost of the work done up to the point of project cancellation. This project had a great deal of work performed before it was cancelled. We are happy to provide you with all the site data and engineering work completed should you decide to pursue solar in the future. These documents have great value and should constitute a price cut for any solar system you pursue in the future. Please let me know if you would like these documents I'd be happy to provide them. Best, **** ******* Customer service manager ************@rgsenergy.com Initial Consumer Rebuttal /* (3000, 7, 2015/07/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Their salesperson said that my deposit was refundable and did not mention any stipulations. I clearly marked the check refundable deposit which was cashed by them. If that was not the case they should have had me write another check. They cashed the check that stated it was a refundable deposit. I made several calls to the company and left many messages. My calls were not returned. I expect my deposit of $250 be returned. Final Business Response /* (4000, 18, 2015/10/05) */ Hi ******, The deposit can be refunded if a customer cancels prior to the site survey visit. After the site visit happens our Engineers begin to design your system and your contract is countersigned by RGS Energy. Our contract states that you have 14 days to cancel after the effective date. Our effective date of countersignature was 11/21/14. As a cancellation form was not sent in within that window then the project continues and the deposit is applied to fund the costs of your project which we were hired to install. Final Consumer Response /* (4200, 20, 2015/10/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Again that was not how your sales person explained this. Your company cashed my check that clearly stated refundable deposit. If this were not the case you should have had me write another check. I signed this contract in November of 2014.. In May of 2015 I still did not have a lay out plan from RGS and trying to get answers from this company by phone was nearly impossible. They did not return phones .

10/8/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Customer service failed to follow up on service request after 2 months of calling for service. problem with ***** being off line prior to April 1. couldn't link to ***** to check amount of energy generated each day from solar panels. Contacted customer service via email on april 1, 15. On April 18, sent another email asking for status after more than 2 weeks of not hearing back. April 22 received a response back stating the it's about 2 wks out for service. May 5, after not getting any response back from RGS Energy staff, send another follow up email to customer service. Received an email from customer service staff, ******** ** on May 8 stating ***** ***** is to help resolve the ***** monitoring problem. Service request is in queue. should be scheduling with us early next week. Sent nother email on May 27. Nothing. Called up customer service number X-XXX-XXX-XXXX on May 29, go put on hold for half an hour, left a message and contact to call back. Nothing again. Sent another email on June 2 asking for updates. No response. We're very frustrated with the service and not receiving any feedback nor follow ups from the customer service from RGS Energy customer service staff and nor from so called, customer service "specialist" ******** *** It does not matter who's doing the service, let us know when the service is scheduled to come out and fix our ***** monitoring problem. What happended to the service and follow ups to ensure their customers are taken care of? Please let us know what's going on. Greatly appreciated for your help in resolving and reaching out to RGS Energy. The ***** *******

Desired Settlement: Please have someone come out and fix our ***** monitoring problem. It has been more than 2 months without getting any assistance from RGS Energy staff despite many emails, phone calls, and messages.

Business Response: Initial Business Response /* (1000, 13, 2015/07/30) */ Hello, I'm sorry for the communication trouble. The customer service specialist handling your case is no longer with RGS. When our customer service team looked into your monitoring we could see live production and ******* did not have any alerts on your system. Are you still experiencing trouble with your envoy or trouble of any kind? The best way to reach our customer service department is (XXX)-XXX-XXXX or by submitting a service request on our website. Our website landing page will automatically create a service case out of your web form. Please let me know if there are still issues you need addressed. Best, Initial Consumer Rebuttal /* (3000, 15, 2015/07/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) By saying the customer service specialist handling my case is no longer with RGS does not solve the customers' problems. I had to try to figure out/troubleshoot the problems after getting so put up and tired of getting no support from the customer support services . The ***** from time to time went off.I had to keep checking if I couldn't communicate with it via ***** Sometimes the whole unit & the **** outlet would have to be resetted in order for the communication to resume. I'm assuming maybe its currently mounting location killed the unit due to being direct sun exposure throughout the day. Please send someone out to properly diagnose the true problems. Greatly appreciated! Final Business Response /* (4000, 22, 2015/10/06) */ Hi ***, We don't have any sort of work order from ***** ***** ******* yet. Legally any service requests on your system must got to RGS from *** who technically owns your solar system. RGS Energy is not allowed to perform any work on your system without ***** ***** ******* requesting it. Have you worked with *** homeowner support before? If you would like to send them an email now you would simply request to have RGS look at your ***** monitoring system. Please email ***** ******* **** <*******@solarservicehelp.com> to put this request in to **** They will Email RGS the scope of work. I'm sorry our last message did not have this information. Homeowner support's phone number at *** is also XXX-XXX-XXXX. Final Consumer Response /* (2000, 24, 2015/10/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) What a completely disappointment with customer service these days! I have been trying to contact RGS energy for the last several months. I'm sure they are aware of my problem. I had called RGS customer services number before and one of their tech came out once at the very beginning to fix the problem but it lasted only a week or so. I was told RGS had sent the request for service to ***** ***** to help resolve my monitoring problem back in May. nothing happened...I will give cdf a call soon. Our monitoring problem has not been fixed...all we've getting are the pointing fingers and poorly customer service practices!

10/8/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Payment past due for work performed. Our company contracted, and performed work for Real Good Solar, in San Rafael. We are currently owed money, and have been unable to make contact with RGS on the status of payment for the following invoices: JOB: INV DATE: AMOUNT DUE: *** ***** 1/1/2014 47,954.70 ******** *** ******** 11/26/2014 447.12 ******** *********** 11/26/2014 2,013.27 ******** ****** 11/26/2014 4,216.25 ******** ***** 11/26/2014 3,083.51 Phone calls to Denver office go unanswered. Please respond right away to avoid legal action.

Desired Settlement: Payment for work performed per contract.

Business Response: Initial Business Response /* (1000, 14, 2015/07/31) */ Hi *****, 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 *****, 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 *** ***** 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.

8/25/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 6-19-15 I was promised a refund of our deposit dues to lack of communication and available service. No communication or refund has been received. On 6-19-15 I was promised a refund of our deposit dues to lack of communication and available service. No communication or refund has been received. docusign envelope Envelope Number: ****** ***** XXXXXXXXX ************

Desired Settlement: Refund of the promised $500.00

Business Response: Initial Business Response /* (1000, 5, 2015/08/06) */ Hi *******, I'm sorry RGS Energy could not be the solar installer to help you go solar this summer. I see that we completed our site visit on April 23rd by our site tech ******. After the site visit our engineering department completed all preliminary renderings. Should a project cancel the deposit and / or progress payments received are kept by RGS Energy to cover the cost of the work performed up to that time. We can provide to you all site survey and engineering documents now if you wish. You may use these valuable reports with any future solar project, be it with RGS or another solar installer. Best, Initial Consumer Rebuttal /* (3000, 7, 2015/08/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for the reply. Unfortunately, this is not what we were told during the sales visit. *** ******* unequivocally implied that the deposit was to be able to book the site visit and the actual survey would not cause us to lose our deposit. *** has also exchanged emails with us stating our refund is on its way, but you are now stating other wise. Additionally, we have a performance issue. As you can see the reason we are canceling is dues to lack of performance since our survey was on April 23 and May 24th I emailed asking about the status. I was told we could not use the number of panels we were quoted, but since their was a delay we would have no costs. I have emails and phone calls where I have been promised a refund, so I look forward to understanding how this is different now. Regards, Final Business Response /* (4000, 9, 2015/08/12) */ Hi *******, I spoke with *** ****** and left you a voicemail that your deposit check refund of $500 has been requested. Please allow 4-6 weeks for the check to arrive. It will arrive in the mail in the form of a check. Best,

8/14/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Failed Inverter under warranty was replaced by a lower powered model thus reducing the promised output of the system. I purchased my solar system from ******* ***** (Now RGS Solar) in July 2010. One of my 2 inverters failed and RGS' technician was sent to replace it under warranty. The inverter (a PVP3500 installed in July 2010 SN#PV0035ECCDXXXXXXXXXX) was replaced without prior approval by a lower power model a PVP2500. The 2500 reaches maximum at 10:30 am in April and is then clipping thus reducing the expected power output. I contacted the technician who told me the manufacturer ********* was only shipping 2500s. I purchased this $52500 system from RGS who promised 5 year warranty on installation, 10 years on inverters and 25 years on panels. This failure occurred well within the warranty period and should be taken care of by replacing the failed equipment by a system equivalent or superior not inferior. I was sold a system that was to produce 12500 kwh a year which it will not with the under powered replacement unit. I recontacted RGS but without any answer.

Desired Settlement: I am looking for a replacement/installation of the same equipment as the one failed or another one from another manufacturer with the same or superior output, or a combination of 2 smaller inverters, as long as the replacement solution provides at least 3500 W.

Business Response: Initial Business Response /* (1000, 11, 2015/05/22) */ After talking with the technician who did the inverter replacement, I found out that this was an issue with the inverter company **** *** no longer creates the inverter needed for replacement. So under the warranty of **** RGS is unable to obtain a new ******** The only inverter we could get under warranty was the ******** If the customer believes there is something in the contract saying that RGS will replace his equipment under warranty, RGS will adhere to the contract. Otherwise, we are only liable for the labor of doing the replacement. The customer will be responsible for obtaining an inverter of the needed size elsewhere. Initial Consumer Rebuttal /* (3000, 13, 2015/05/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I paid $52000 to RGS for a 8300W/10 year system but only get 7300W after 4.5 years. I did not choose the brand or model of the parts of the system. That choice was made by RGS which is now trying to pass the buck and does not want to stand for its technical decisions. While I understand that this inverter model has been discontinued, it is still available from other solar providers ************ *********** Furthermore, there are alternative solutions to the problem (e.g. other brand inverter, install 2 smaller ones...). My system was designed and installed by RGS and I believe RGS should be the one to modify it if necessary to keep it up to specs. I contacted the manufacturer PVPowered who specifically told I had to go through the installer to get the warranty on the inverter. I can not believe that a large installer like RGS would not have the stocks and resources to provide a satisfactory solution. Final Business Response /* (4000, 20, 2015/07/31) */ Hi ****, I understand you did not find our last response satisfactory. The manufacture warranty is a key part of our solar service and we rely on our manufactures to stand behind their products and adhere to their warranties. In this case the manufacture does not produce the inverter in question. We can only replace what they will offer, I am fully willing to call the manufacture with you and let them know RGS is behind you. If you would like to call *** with me please let me know. I can be reached at (XXX)-XXX-XXXX. Best, **** ******* ************@rgsenergy.com (XXX)-XXX-XXXX

8/14/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Failing to submit proper paperwork in a timely manner to obtain Permission to Operate from ******** ********** ******* On 02/24/15 my home passed final inspection with the city of ***** ******* regarding my solar project. After believing the 280w panels were installed I was informed 275w panels were installed instead. After stating that it was very unprofessional to knowingly install the wrong product & inform the customer after the fact I agreed to continue with the project if they reduced the price. On 04/02/15 I signed my new agreement. After speaking with multiple solar company's they stated that ******** ********** ****** ***** has about a two week turn around on issuing a Permission to Operate (PTO). Not only that but my Marine Corps buddy whom I served with and referred to RGS but instead decided to go with *** ***** in March 2015 informed me that he had already gotten his PTO. My friend lives here in ***** ******* as well. Therefore it's hard to believe *** would only expedite one solar company compared to another. On 05/18/15 I called **** ******* from RGS who is my point of contact for this project. I asked him what the status of my project was because after being deployed for 23 days to Nepal for rescue efforts through my fire dept job I honestly thought my system would be operational. He informed me that they had to resubmit paperwork to *** and that it would be about 2-3 weeks. On 05/20/15 a Net Meter Agreement was finally submitted to *** which seemed weird because after the fact I called on 05/18/15 paperwork was finally submitted. One of the main reasons I choose RGS was there ***** for **** ******* for military/fire/law personnel that lead me to believe they would provide an outstanding experience. Unfortunately this has been a long uninformative process that started back in December 2014. The months of April and May 2015 have passed *** I have had to make not only a loan payment for my solar which is non-operational but also an electricity bill that I believed would be less than $10 a month by now.

Desired Settlement: Due to the fact that I have a non-operational solar system and am still paying *** while RGS resubmits the appropriate paperwork I would like my bills for the month of April and May to be paid for by RGS. If my project continues into later months than I would like those months covered as well. Southern California Edison: April = $84.98 May = $126.50 Total = $211.48 ****** **** ******** April = $198.81 May = $198.81 Total = $397.62 GRAND TOTAL: $609.10

Business Response: Initial Business Response /* (1000, 14, 2015/07/30) */ Hi *****, We're sorry that your installation and Utility interconnection took longer than expected. Permission to Operate can only be granted by ******** ********** ******* I understand RGS Energy deducted $3,000 from your contracted price (as seen in ****, ***** Discount 3.19.15) to compensate you for the construction delay. Best,

8/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: RGS has failed to honor their emailed agreement to repair the leaky roof caused by faulty solar panel installation. No answer at customer service. On or about 2/11/15 I contacted RGS customer service concerning the leaking roof caused by the installation and also reminded them about their previous attempts to fix the leaking roof problem. I secured a low bid of $3000 to for a roofer to fix the problem. I offered to RGS for them to remove the solar panels and let the roofer fix the problem caused by the installation issues. Upon the repair being done, they would re-install the panels properly and make sure the system is in working order. And, also offered that I would repair the damages on the interior of the house, including the damaged ceilings. On March 31, 2015, I received an email from RGS customer service (**** *** advising me that their management has approved the plan and would make the repairs. Later I received and email that they preferred another roofing company. I agreed to that. After that "preferred" company, ******* ******* sent out ****** ****** to do an estimate for the repairs. Several weeks later, I didn't get any return calls from RGS. So, I contacted ******* ******* ******* (XXX-XXX-XXXX) and asked for an update. I was told that they rejected the offer to do the job. I called **** and left a message about what ******* had told me. I then suggested we go with the original roofer that I got who had agreed to do the job. I have not received any phone called back nor have I received any emails. I have several emails concerning this as documentation. Several rains later and about 3 months later, they still have not responded to my calls. Today I spent several minutes on hold waiting for someone to answer their costumer service phone line. I can proved copies of the emails and should be able to document the dates and times I called them. I appreciate your assistance. Original Message From: Customer Service <***************@rgsenergy.com> To: *******911 <**********@aol.com> Sent: Tue, Mar 31, XXXX X:XX pm Subject: RE: sc-XXXXXXX Hi ***** Sorry! I got your vm. My managers finally got to me and we are accepting the bid for the~ $3000 to fix the roof. We are currently getting together a team to plan the removal of the system and hopefully get something scheduled for next week. Will this timeline work for you? For the estimate with the roofing company, do they only require our acceptance of the quote? Could you provide any direct contacts with them so we can take over from here? My apologies for all these delays. I want to make sure the problems is fixed completely after this. Thank you for your paticence, **** ** Customer Service Lead

Desired Settlement: Honor our agreed upon agreement, they are to remove the solar panels, have a qualified roofer repair the roof to prevent further water leaks, and then re-install the solar panels such that they are in good working order without causing any additional roof leaks.

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

8/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: GGI has stop working and will not reset. I've called 4 times to have them fix this problem. Its been three weeks without a phone call to let me know when they will be out to repair.

Desired Settlement: I just want the GFI fixed and or replaced.

Business Response: Initial Business Response /* (1000, 10, 2015/04/21) */ RGS has assigned this service ticket to our partner company *****. They will be in contact with the customer within 72 hours of the work order being sent (4/20/15 @ 10:19 AM). The GGI will be addressed and fixed at the time of the visit. Initial Consumer Rebuttal /* (3000, 12, 2015/04/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have been contacted by ***** how ever its going to take another week before they can come to repair. I've been trying to get this fixed for more than a month. This is unacceptable. I don't know what else to do other than wait longer. Their customer service is awful. Final Business Response /* (4000, 25, 2015/07/31) */ Hello, We sent our service technicians out and the work completed report noted: Work Performed: "At *********** house **** already determined that the the customer had a bad receptacle. I replaced the plug with a new non gfi unit and the system came right online. Made sure there were 48 MI's and the the web was working. Gfci's have a breakable neutral wire which make the envoy not communicate correctly. Not to mention that the EOP will have issues with a gfci too. " *** would you mind confirming this service issue has been resolved? I just looked into the Enlighten monitoring portal and the system is reporting and producing as expected. Please let me know if this is not the case. **** ******* RGS Energy Customer Service Manager (XXX)-XXX-XXXX ************@rgsenergy.com Final Consumer Response /* (2000, 27, 2015/08/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) I ACCEPTE THE RESOLUTION HOW EVER IT TOOK 2 MONTHS TO RESOLVE THE ISSUE. THIS IS NOT GOOD CUSTOMER SERVICE TO SAY THE LEAST.

8/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: rgs energy took over ******* ****** a rep came to check the problem, turned the system off, said he would order a new inverter. this was three weeks ago, numerous phone calls to the rep who came to the house, ***,and the company have not been answered, e mails to a customer service rep **** ******* and the customer service dept have not been answered.

Desired Settlement: I would like to have the inverter which is still under warranty installed as soon as possible so I can start making electricity again instead of having to pay for it.

Business Response: Initial Business Response /* (1000, 11, 2015/07/17) */ Hi ******, We have a note from our Service Tech *** that he replaced the inverter on June 10th 2015. When it was tested it was shown to be operational. Was the inverter replaced on 6/10? Best,

7/27/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Our broken solar panel has not been replaced after many attempted contacts to the company. RGS took over our solar contract from ********** ****** Our roof had hail damage. We contacted RGS and they bid the job and told us one of the panels was cracked from the hail damage. We already knew this from the roof estimates we received, but were told by RGS to wait until all the panels were removed and put back up. We then had the panels removed, the roof work done, and then the solar panels went back up. We told them we needed the broken one replaced. This was back in February and the reinstallation around March 2nd. Since this time I have emailed my contact twice (once yesterday and once before). I have called customer service. I had left three messages (one was yesterday - it has almost been 48 hours - a timely manner in which to return a business call, but I won't wait anymore, so I didn't wait the full 48 hours this time) and no one calls me back. I have tried various times of day and no one answers. I have used the contact email button on their website. We need the panel replaced and future contact with the company to be handled in a timely manner. Thank you.

Desired Settlement: I want someone from the company to actually contact me, order the replacement panel, have the old one removed and the new one installed as soon as possible.

Business Response: Initial Business Response /* (1000, 8, 2015/07/13) */ Hi *****, We apologize for the delay in response. We have a case open for your Panel. Your case # is ***** (please keep this as it references your open service ticket). Our Colorado Service tech **** **** should be contacting you today for some information on the damaged panel. Best,

7/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: my solar monitoring system isn't working for 4 months... service call didn't fix it,now NO RESPONSE thru all methods of communication. no respone!! need service call to repair...

Desired Settlement: repair or replace or full refund...

Business Response: Initial Business Response /* (1000, 5, 2015/07/22) */ Hi ***, Thank you for your message. We reviewed the results from our service visit on May 26th and could not find a reason why the production data was coming out in such a strange format. I just got off the phone with ***** support and looks like we were able to fix the problem remotely. Please try logging back into ***** ** and confirm the data you're looking seems correct. ***** says it may take a few days to fix the past production. Please let us know if this has solved your problem. Best, Initial Consumer Rebuttal /* (2000, 7, 2015/07/23) */ My issue has been fixed by Rgs energy. Thank you. Also new procedures have been put in place for better customer response to the consumer. Thank you Rgs energy

5/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchase RGS Solar back in June of 2014 and **** receive $500 cash as a sign on bonuses in the mail and now its been 6 months i got nothing I purchase the solar back in June and it was completed in september, during my purchase the sale representatives say that i will receive $500 for sign on bonus. During the installation, he went into surgery and left left all the paperwork undone such as the loan process. No one know what to do with us while ******* (RGS sale representative) was out. Which he fail to tell then that the loan application will expire if they didn't finish the project before the due date. We were given the run around to find financial help because they already installed the solar power on our roof which i don't understand if they are going to install they should know that it has to be complete with the loan first. When The sale representative came back and got the loan square away, he say that it will take about 45 days for us to receive our $500 sign on bonus. Then about two weeks later, he call me and say he quit for the company. Now it been 6 months and i haven't received the $500 sign on bonuses in the mail. I try calling the local RGS company the they say they will get back to me which i haven't receive it. I tried to get a hold of the supervisor of the company and they wouldn't pick up my calls. I feel like i have been cheated for their service and lie about their promises of their business. It is so hard just to contact them and to receive phone calls from them. Now, all the phone calls goes straight to voice mail and no email is replying at all.

Desired Settlement: I nee my $500 that they promise me from the start and their services which they promise me. I need to be able to contact the company when i needed help and contact the supervisor if i needed to talk to them. I want someone to be able to answer my questions or honestly guide me to the right place in a timely matter if i were to contact them. I have put a lot of trust with my money for this Solar company and they fail to provide me with the service that they promise me from the start before i purchase their products.

Business Response: Initial Business Response /* (1000, 14, 2015/05/13) */ Hi *****, The salesmen who promised you this promotion never properly submitted for this promotion so it was never listed in the system. I have asked for approval to have this promo paid out to you. The marketing team and accounting team have both approved this pay out and the check will be cut this week. Initial Consumer Rebuttal /* (2000, 16, 2015/05/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will accept this if the company keep their promises and their words that they will do what they say. So far it just words of promises and words of we will pay which is what the last sale representative told me upon purchasing the products. We will see if this turn out to what RGS Energy says they were going to do in the week ahead.

5/21/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: RGS Energy owes our business over 21k for work completed over 120 days ago, when their contract stated all work would be paid within 30 days. Our company was hired as a subcontractor to install residential solar installations for RGS Energy. The master agreement stated that all work would be paid within 30 days of completion. The work for 4 different jobs were all completed over 120 days ago, and no payments have been made. There has also been very little effort to resolve the issue, and communication has been poor during the entire process. The dates of the outstanding invoices are 12/24/14, 12/31/14, and 1/20/15.

Desired Settlement: I am seeking payment in full asap.

Business Response: Final Consumer Response /* (2000, 9, 2015/05/21) */ From: ******** ***** (mailto:***@brightlifesolar.com) Sent: Wednesday, May 20, XXXX X:XX PM To: ****** ***** Subject: Complaint Case #XXXXXXXX ***** ******* I was writing to close the complaint that I filed against RGS energy. They have responded to me and paid all their outstanding balances. Please let me know if you need anything further from me. Thank you, *** *****

5/6/2015 Delivery Issues | Read Complaint Details
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Complaint: We are a fence company hired by RGS in August of 2014 and we have not been paid for our goods delivered to an RGS work site. $3785.00 worth of pipe. On August 26, 2014 we were given an order for 36 lengths of Pipe RGS needed on a job site in ******** *** ******* -******** ***** delivered the pipe to the location provided by their foreman. We mailed the invoice a day or two after we made the delivery. We let a few months go by without payment. We contacted RGS and we were given nothing but the run around. We asked to speak to the President of the company after only being able to speak to their Accounts Payable Representative, ***** ******** ***** said the President is not available to speak to our company regarding the invoice but ***** hoped to "do a check run" in a week or two. This "check run" ***** mentioned was expected to take place over a month ago. I contacted ***** via E-mail and he never responded. I contacted ***** via E-mail again and never responded. I phoned their Colorado office and *****' voice mail picked up after the first ring. ***** never returned our phone calls. We are a small fence company but have proudly been in business for over 50 Years. $3785.00 is a lot of money. This money is used on important business expenses such as payroll. We would like to be paid immediately.

Desired Settlement: We would like to be paid the $3785.00 we are owed.

Business Response: Initial Business Response /* (1000, 8, 2015/04/21) */ RGS Accounting has informed me that this payment is listed in our system as needing to be paid and will be paid. I have given them the urgency of the situation letting them know this needs to be paid ASAP. Initial Consumer Rebuttal /* (3000, 10, 2015/04/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) A definite date for payment would be more helpful to our company seeing as though the response from RGS is the same response we have been given for the past 8 months. Final Business Response /* (4000, 12, 2015/04/24) */ The check for $3,785.00 was sent on 4/23/15 Final Consumer Response /* (2000, 14, 2015/05/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) ******* -******** ***** **** **** received payment in full on 04/27/2015.

5/4/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Company has not returned deposit after cancellation. Due to the companies lack of communication and failure to meet deadline, I cancelled on 3/4/2015. was told I would receive refund of $2,000.00 deposit within 4 weeks. Just was told that they were just getting around to processing

Desired Settlement: Full refund of $2,000.00 deposit within 1 week.

Business Response: Initial Business Response /* (1000, 5, 2015/04/21) */ The check was sent and he cashed it on 4/15/15.

3/13/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: terms of contract changed, revised contract was sent out, not all changes were disclosed. charge is for a solar panel installation deposit. After contract was approved merchant changed terms of sale. Merchant wanted an additional $2700 due to a mistake on their part in quoting job for invertors. They adjusted price increase down to $1200 and sent over a revised contract to sign. They neglected to inform me they downgraded the solar panels which were significantly downgraded having a major effect in overal effeiciency. this was highly misleading, bordering on fraudulent. merchant has been informed and is in process of cancelling contract. there is another charge of $250 that was put down earlier as a first deposit. this is being disputed as well. merchant stated they will cancel charges minus the $250 for Tech to come to house. All charges need to be refunded. the only reason I am not going foward with solar is their deceptive tactics.

Desired Settlement: Request RGS to refund all monies put down as deposit. Only reason for cancellation is bait and switch borderline fraudulent practice sending over revised contract and not disclosing all changes.

Business Response: *******ial ******** ******** /* ****** ** *********** */ ** ****, ***** you for taking the time to review us on **** ** stated prior to the complaint, we will cancel your solar project as requested and refund your down payment of ******* *** our contract terms, the **** deposit cannot be refunded given the substantial work and associated costs *** ****** has incurred prior to cancellation. ***** Lauren ************** ******* at *** ****** *******ial ******** ******** /* ****** ** *********** */ **** consumer indicated he/she *** *** accept the response from the business.) I was informed by Andrew ****** of *** on ******** *** at **** pm via e-mail that he would see that I was refunded for the engineering and site visit work. Nothing in contract states they would withhold funds. Full refund is expected. **** ***** *****nal ******** ******** /* ****** *** *********** */ **** consumer indicated he/she *** *** accept the response from the business.) *** original quote from *** did not have the proper invertors listed for the ***** of *** though it was asked during the info gathering stage about invertors. If company was preparing quote for NH they were negligent in properly preparing contract. Had *** properly prepared the contract we never would have signed due to the ***** difference and never would have made the deposit. it is stated in ****** rebuttal"it is our policy to keep the deposit should a customer cancel to cover the work and materials ordered through the date of work stoppage." ** work has been completed. someone did come to house to check house layout. This is when their error was found on incorrect invertors. I would assume no materials had been ordered as they had incorrectly listed materials needed on the contract. ** was also agreed to and stated in an e-mail by an employee of **** ****** ****** that I would be refunded all monies including the $250 initial deposit. *****nal ******** ******** /* ****** *** *********** */ ** ****, ** you stated it is our policy to keep the deposit to cover work and materials ordered though the date of work stoppage. The site visit is one of the components of work as well as our engineering time. **** sorry we couldn't be the installer to help you go solar. We are happy to provide you with all of our site data and engineering work should you ever decide to go solar in the future. ***** you, Lauren

2/5/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Sales rep misrepresented products output as well as what payment amounts would be for purchasing. Company not sticking to contract. Met with sales rep on 8/22/14 and was sold solar panels with the promise of them covering our electric bill entirely and that we will NEVER see another bill from electric company. Rep PROMISED a monthly payment of $123.58 and gave that to us in writing. Rep PROMISED panels to be up by 1/1/15 the latest, contract estimated they would be completed by 12/10/14. Today is 12/19/14 and the panels haven't even been started - nor have permits yet been applied for with the town. We have been dragged through 4 months of agony. After our initial field inspection, we were told the inspector "missed" a 2nd roof we have and he needs to come back out. He did and then the nightmare began. Our rep tried to get us to sign a change order form to amend our contract to either 28 or 34 panels. We signed a contract for 30 panels. We were not interested in reducing to 28 and couldn't understand why we need 34 if our rep made it clear we would "have so many credits with our electric company that we should cover to electric heat!" Which we ALMOST did. Thank goodness we didn't, because we were fed false information. Over the next few months we were left hanging with little to no communication from RGS. I made SEVERAL calls to our rep as well as sent SEVERAL emails telling him we wanted to stay with the original contract of 30 panels. We were brushed off and put aside. Eventually I was told the rep was in the hospital and not working - hence our file was basically brushed aside and ignored. We were given to the reps supervisor who then pushed us over to someone at the central office. In the midst of all this we repeatedly told RGS that we COULD NOT and DID NOT want to pay anything greater than the $123.58 payment we agreed upon. We were told that "we would be cut a deal for all we had been put through and for the extended wait" - not true at all. So now, we are being told that the rebates have changed and if we want to go with the 30 panels our price will not be the $123.58 as stated and given to us in writing, it will actually be more. WHY is the customer penalized for the company dragging its feet and not upholding to its end of the contract? All we ever wanted was the 30 panels we signed for at a monthly payment of $123.58 and to have them up by 1/1/15 as told. As it stand they would be up for probably another 3-4 few months and we are being told that in that time the rebates could change again, yet increasing our monthly payment again. We have made it clear that we can not afford anything over the $123.58. Company does not care and drags its feet supplying us with conflicting information left and right. Signing was the worse decision we ever made. I requested a new rep be assigned to us and come out the of house and start fresh with a new sales pitch as we don't know what's true and what isn't. The gentleman we are working with at the central office said he can help us over the phone. This company has mislead us from day 1 - we continued to be told "that's not correct" when we express what our sales rep told us. Of course he is now not employed with RGS so there is no recourse there. Our main issue is that this entire process has been delayed as a result of their negligence and now we are being told we will need to increase our monthly payments as a result. If the work had been done and dates stuck to as in the contract, we would have the panels up by now and a payment of $123.58. That's what we want - 30 panels installed and a payment of $123.58 as agreed upon on 8/22/14...we don't care that the rebates decreased, RGS should have to pick up that difference since its their fault it has taken this long and we are in this position.

Desired Settlement: We want RGS to install our 30 panels and pick up the difference in the decrease in rebate amount thereby ensuring our payment is $123.58 as stated to us verbally and in writing. We feel they have breeched the contract. If they can not do this then we should be released (without penalty) from the contract, our deposit fully refunded and the open loans with ******** properly closed.

Business Response: Initial Business Response /* (1000, 5, 2014/12/22) */ Hi *****, Thanks for taking the time to reach out to us on BBB. I spoke with **** ******* about your situation. We are both personally very sorry about the unfortunate events that have transpired since your decision to go solar with us. RGS Energy takes full responsibility for what has happened and will honor your desired resolution. **** will be reaching out to you today to discuss being released from your contract, refunded for the project and released from your ******** loans. Thank you again for reaching out to us on BBB. We sincerely apologize on behalf of RGS Energy for the series of events that lead to this. If you have any questions for me, feel free to reach out to me at *************@rgsenergy.com. Best, ****** ******, Communications Manager at RGS Energy Initial Consumer Rebuttal /* (3000, 7, 2014/12/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) Although I am happy with the reply received and agree to and accept them cancelling the contract, they have yet to send me a letter in writing from their company on letterhead and addressed to me stating I have been "released and free and clear of the contract and any obligations under it" NOR have they sent me anything from the financing agency stating that my open loans have been properly closed. I can not accept the response here and close this case until I get these documents. They did state my deposit will be refunded and that it can take up to 4 weeks. Final Business Response /* (4000, 12, 2015/02/03) */ Hi *****, Thank you for taking the time to review us on BBB and for alerting us to the issues you experienced since deciding to go solar with us. We apologize for all the issues you have stated above. **** ******* and the rest of the team here at RGS Energy thank you for your cooperation throughout this situation. I understand **** has been in contact since this review and together you have come to a resolution. Thank you for your time and understanding. Best, ****** Communications Manager at RGS Energy Final Consumer Response /* (2000, 14, 2015/02/04) */ (The consumer indicated he/she ACCEPTED the response from the business.)

11/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On August 8, 2014 We (wife) signed a lease agreement to install solar panels. The salesman *** *********** told us if at any time within ten calendar days we did not like the contract we could cancel. Also on the Notice of Cancellation form it states, "You may CANCEL this transacton, without Penalty or Obligation, within TEN CALENDAR DAYS from the above date, date of transaction, (08/09/2014)." On August 12, 2014, we filled out the RGS Energy cancellation letter and faxed it ov to RGS Financing that same day. We received a call from *** and I told him his solar panels leasing program was not going to work for us. He told me we would be getting our $250 down payment returned within ten calendar days. I also spoke to **** ***** from RGS financing. She said she sent an e-mail to the accounting dept for my refund. After two weeks I e-mailed **** back she apologized for the problem and said she would contact the accounting dept and e-mail me when she found out the status of my refund. RGS energy sent us an e-mail (letter) on September 12, 2014 stating we were entitled to a refund only if the solar system we leased did not generate the annual production guarantee. This is the first time I ever seen this letter. As you see we have been dealing with this for well over 40 calender days. Copies of emails upon request. Product_Or_Service: 08/09/2014 Account_Number: Lease #XXXXXXXX

Desired Settlement: DesiredSettlementID: Refund My refund plus 25% interest for all the headaches, stress and inconvenience of trying to get the $250 refund we are entitled to.

Business Response: Initial Business Response /* (1000, 5, 2014/09/25) */ Our apologies to this customer. There was a breakdown of communication that made his cancellation appear outside of the cancellation period, and thus not eligible for a refund of down paymentresulting in the erroneous decline letter sent. The situation was rectified and the refund check was put into process last week, 9/18/14. We're sorry not to be able to move forward with the solar project, and more so for the error that caused confusion and delayed the refund. Initial Consumer Rebuttal /* (3000, 7, 2014/09/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) This Company projects an image of itself as the most honest, reliable solar company. I called several times including the accounting staff, each time I was assured that my down payment would be delivered very soon. This company is upset because I cancelled this lease agreement. I will buy a solar system but not from this company. Someone did leave a message and again assured me that I would be getting my refund in ten days. If not I will file a small claim lawsuit against RGS energy. Final Business Response /* (4000, 9, 2014/10/06) */ Again, our apologies for the delay in refunding the down payment. Check number XXXXX is currently en route via FedEx, tracking number XXXX XXXX XXXX. Thank you. **** *******, Customer Serv. Dir. XXX-XXX-XXXX Final Consumer Response /* (4200, 11, 2014/10/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have been getting apologies after apologies. It has been 55+ days. I have no faith in RGS Energy when they cannot handle a very simple refund. Consumer Response /* (2000, 19, 2014/11/10) */ From: ****** ***** Sent: Friday, November 07, XXXX X:XX AM To: ******* ******** Subject: #XXXXXXXX RGS Energy This Company just gave me my refund of $250.00, Normally when you are behind on a bill, Companys will charge you a $25.00-$30.00 fee. I guess I should be lucky they did not go out of business and I would of gotten anything. Why are most Companies always making us Senior Citizens fight for everything and anything. We have all the time in the world to fight and have alot of experiences in life. Thank You very much BBB. I have fought many battles with your help.

10/23/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: This issue is affecting my ability to secure a loan from my credit union I leased a solar system from RGS. They did not tell me that another company would own or bill me the the usage. The other company is called ******** financial. They placed a ucc form on my house and registered it with the county clerk. My credit union considers this the same as a lien. They will not loan me money with the ucc form in place. I contacted ******** financial about this issue. They told me they would temporarily lift the ucc form but I would have to pay $265 for this service. I do not feel I should have to pay for something I didn't ask for. We have never been late in paying our bill with ******** financial

Desired Settlement: I want the ucc form removed from the county record for my home

Business Response: Initial Business Response /* (1000, 8, 2014/10/16) */ ******** ********* does in fact own the system and sell the electricity to the homeowner. ******** is the entity on the contract and ******** requires a recorded consumer confirmation call to ensure the customer understands the terms of the agreement. It's a shame this customer feels he wasn't told about this third party. Further, as stated in the contract, ******** places a UCC-1 filing against the property to protect their investment (as they purchase 10s of thousands in equipment to be placed on one's home). It is NOT a lien and can be temporarily removed on request. In September we told this customer we would cover the filing costs of the temporary UCC-1 ruling. On 9/25/14 RGS forwarded payment of $250 to Clean Power Finance (the brokering party) and on 9/29/14 (the same day this customer was filing this complaint) CPF sent this filing request to the customers bank, to a Mr. *************** at ************** Credit Union. This customer should work closely with his credit union to ensure they follow up on their part of this agreement. RGS and CPF have done all they possibly can. Initial Consumer Rebuttal /* (2000, 11, 2014/10/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) The ucc form attached to my county record for my house has been terminated

8/8/2014 Problems with Product/Service | Read Complaint Details
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Complaint: The Solar system we were sold does not preform as promised. and RGS or the co they sold it for ******** corp. will not do anything to fix the problem. *** ****** from Real Goods Solar came to the house on August 10, 2012 to talk to everyone in the house hold (***, ***** ***** & ***** ***** + 2 kids) about Solar and how it would lower our electricity bill. Solar was installed Dec. 8, 2012, however, it was not until 3/26/2013 that we got the ok from ****** to turn it on. In March 2013 we have been asking Real Goods Solar about the system size. All they kept saying is the system is running as promised in the agreement. They sent graphs showing how the system is operating. Yes the system may be operating as it is suppose to for IT'S SIZE. However, *** ****** from Real Goods Solar told us that having solar would put us in "Tier 1 if not Tier 0, and would be a big enough system to cover 75% of our utility costs, if not more". We are still in Tier 4, and have never gone below tier 4. Now instead of paying 1 high bill to ******* another is paid to *** *****.They have failed to do as promised. We have been asking *** ******* ***** ****** ***** ******* ******* ******** *** *****, **** ******* and others at Real Goods Solar to go over the numbers that was given to them at the beginning and tell us if the system size matches what the usage was at that time. We have been bounced around so many times and everyone is just pointing fingers to someone else. No one has come out to inspect our system like they promised twice before, to see if the numbers we gave them match the system size we should have received. When summer hits and we have all 3 air conditioners going, the energy we are using now will go up even more and the bills will be higher. I Do not now what model and serial # all of the panels are. But the unit in my garage is Model # **************** Serial# XXXXXXXXXX All of this is not in the contract that my father signed. Which he is 78 years old and was pressured into signing before I had a chance to lookk at the contract from ******** ******** *** ** *** ****** *** ***** CA XXXXX. They also took the rebates for the solar. so we lose on that as well.

Desired Settlement: Since they will not work with us at all, there is only one outcome I would like, and that is, To get out of the lease. repair any damage to the house from their equipment and return and refund all money paid to, or received from regarding the property at XXXXX ****** *** ****** CA XXXXX Or Get out of the lease and keep the equipment already attached to this address.

Business Response: Initial Business Response /* (1000, 5, 2014/05/12) */ It is very surprising to get this complaint from this customer at this time. I personally have been attempting to work with him since September... though he became unresponsive in mid-November, resurfacing (but still uncooperative) in mid-March. At that point I engaged ******** in the conversation ********* is the leasing company this customer is contracted with) and they've been working directly with him to find resolution. Taking his points in order: -The amount of electricity generated from the system is, in fact, 3% greater than the amount contracted. This is easy to demonstrate with online performance monitoring. Further, it is covering 75% of his pre-solar demonstrated utility power consumption. Note: RGS Energy has no control over a customers current and future electrical usage, thus there is no guarantee the solar will cover a fixed % of all usage for all time. If this customer remains in Tier 4 with the Utility, it appears their household electrical usage has increased substantially since the solar was installed. -I'm sorry this customer feels "bounced around." Again, I have personally been on the case attempting to work with him since it was escalated to me in September. I'm still here and happy to discusseven though his case has been turned over to ******** who is actively working with him to resolve. I've never gotten a clear statement from Mr. ***** re: what he wants other than more electricity (not possible without more equipment at more cost) or relief from the lease (see comments below) nor what his goals with solar are: ie. offset of fossil fuels or money savings etc. I've asked these questions to no avail. -We have not sent a service technician out to inspect the site simply because, again, the system is over-performing. We have no reason to suspect technical or mechanical failures. -The value of the installed system at this customer's home is >$45,000. This customer paid $0 for this upfront and pays $204 each month (with a 2% annual escalator) for 20 years. In exchange for these payments, he gets roughly 14,000kWh of electricity at an estimate average energy cost of $0.17/kWh (a better than average energy cost for Hemet, CA). Thus, the request to get out of the lease and it's monthly payments but to keep the fully functioning system is ludicrous. The desire to get out of the lease agreement and return the equipment is more reasonable but is out of our hands as, again, the customer is contracted with Sunpowernot RGS Energy. Again, I'm surprised by the timing of this complaint as we have stepped up the pace toward resolution by engaging Sunpower, and they have indeed been in touch with this customer. I am more than happy to discuss reasonable outcomes with the customer and I recommend continued work directly with the leasing entity, ********* Initial Consumer Rebuttal /* (3000, 7, 2014/05/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) Real Goods Solar and ******** are shysters and con-men. Every time I have written to them and asked a question, they never answer and then say we would love to help you and will assist you in any way we can. But they will never answer a question. I have had a few companies come in to look at the system and run the numbers I gave to real goods solar. and every one of them says the same thing, the system I have, on it's best day with peek conditions at most will only cover up to 60% of the energy use over time. Not 75% or more as real goods solar and sunpower state it will. myself and everyone who looks at the system we have, can not figure out what kind of math these two companies are using, but it is not right. I wish we had never heard of Real Goods solar and ********* and I hope they can be stopped before they hurt some one else. They are very experienced con-men and make things sound good to someone who does not know a lot about solar. We could have our own system for a fraction of the cost they are charging. Final Business Response /* (4000, 16, 2014/06/23) */ RGS is very sorry this customer continues to be unhappy. Our findings show that with solar, at no out of pocket expense, they are saving substantially on their electicity costs. This is true at 60% offset as well as at 75% offset* because in either case, they are buying power at $.17/kWh that they would be buying for upwards of $.27 from the utility. Since this is the business we're indelivering electricity cost savings through clean renewable energyand since this goal and all contractual obligations have been met, we feel there is nothing more we can do to satisfy this customer. In fact, we remain perplexed as to the source of their dissatisfaction. *13,627kWh is 75.6% of 18,030kWh. I don't know what else to say about that. But, again, even at 60% (or 30%, for the sake of argument!), the power from solar is cheaper than what it's offsetting. Final Consumer Response /* (4200, 14, 2014/06/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) In the past weeks that I had communication with RGS they for lack of better words played their games and danced around the question to the point of making me so mad and frustrated with them that I lost my temper. However, The fact remains that I have had several people look at our past electric usage that was provided to RGS and the amount and size of panels. They all come up with the same number that at best we are getting is 60% not 75% that RGS guaranteed in emails to us. Yet, I can not get RGS to answer simple questions of how anyone else who looks at this system can use the same math to figure out what percentage this system would cover and get the same number. Yet RGS when I finally get a somewhat a straight answer it well above 75%. But most of the time I just get the run around and long-winded useless answers. I would love to share all the email correspondence that I and my family have had since this started. I wish there was more education about solar company's and costs Because we have been robbed by a 20 year contract for something that we could have got riverside county assistance to put in at a fraction of the cost, and get the tax credits for it as well.

8/7/2014 Problems with Product/Service
8/5/2014 Problems with Product/Service
7/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: RGS Solar did not perform due dilligilance to ensure the system could operate. This is my second complaint against RGS Solar. After my first complaint in 2013, they sent representative *** ********** to our home to mitigate what the last representative had done and guaranteed us the construction would be performed timely. In fact, it was. We had no issues with the construction. We signed the contract on January 21, 2014 and we still do not have a system that is operating because RGS Solar did not perform due dilligance to ensure the system could function. The problem is with PG&E and their lines to our house, which should have been investigated prior to them installing a system on our property. We are now outside the contract timeframe of 120 days to operation. We contacted RGS Solar on many occassions and were told it was PG&E that is the problem. Again, this have been investigated prior. We have now decided to move and rent out our property. We have a non-operational solar system on our property. We were informed by RGS Solar to contacted the finance company to determine if the system would be removed or abandoned. We have received no response to date from the finance company or RGS Solar.

Desired Settlement: We want a determination immediately if the system is now considered abandoned or if RGS Solar intends to come remove the system and repair the damages to our roof and exterior walls. We do not intend to pursue a purchase power Agreement with RGS Solar or their agent(s) since it is now outside the contract period and the system is non-operational.

Business Response: Initial Business Response /* (1000, 6, 2014/07/01) */ We are moving forward with the removal of this system to return the home to it's pre-solar condition AND to remove the customer from any contractual obligations. We apologize for the inconvenience of this process. Initial Consumer Rebuttal /* (2000, 8, 2014/07/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you. We signed the agreement to release us from the contract with the power provider and look forward to the removal of the equipment.

6/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Company does not honor their own oral and written statements. I bought a solar system (photovoltaic panels and inverters) from Real Goods 9 year ago. Their sales person said that it would be good for at least 50 years and that I could add panels along the way. The panels have a 20 year warrantee. I'm ready to add panels to the system. The sales person now tells me that the system is too old to add panels to. They said that it's 9 years old and at the end of its life. They also said that if the system was not so old, they could do it. I then pointed out that the inverter was replaced 5 years ago. They then took back that statement and told me that they can't extend the system anyway. Instead they want to sell me a new inverter to hook up to new panels different from the ones I have. My other complaint is that 9 years ago the contract and payment was for 175W panels. The panels actually installed, I found out, were 170W panes, which no doubt are cheaper. I told them that my additional usage was 5kWh per day. The existing system on a good day gives me 30kWh and there are 30 panels. Nevertheless, they told me that I needed 16 new panels to cover the additional usage. Finally, the company wanted $250 to take a look at the existing system. When I said that that was a bit steep, considering that they themselves installed it, they said that I could take pictures and send them instead. I did this and added copies of my previous contract with all relevant details. Now they still want the $250 to start the sale (which, of course, will never happen).

Desired Settlement: That the company stops using sales people who are prone to use deception and lies to close a sale.

Business Response: Initial Business Response /* (1000, 9, 2014/06/13) */ Dear customer, It looks like there's been some confusion and misunderstanding on this system addition. Sorry about that. We certainly can add to a system at any time, and are happy to do so here. In this case I believe it's 4 new modules to cover the additional usage. I believe progress has been made in your discussions with our Sales Team (and the $250 down payment has been waived). If "progress" is a characterization inconsistent with your present experience, please contact our Customer Service Dept by calling XXX-XXX-XXXX and selecting option 3. Thank you.

6/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Real Goods Solar, Inc. promised us a $2000.00 rebate on our solar panel system installation. The company has not yet sent the check as promised. We contracted with Real Goods Solar, Inc. for them to install a solar (PV) panel system at our Evergreen house. Xcel did not accept the installation and required RGS to re-do the system (subtracting 7 panels). RGS then revised the lease by adding amendments reflecting the smaller system. We were asked to sign the amended lease in November, 2013. As part of the deal, they offered us in writing a $2000.00 rebate. We signed the lease amendments in Nov, 2013. However, RGS still has not sent the $2000 rebate check.

Desired Settlement: A check for $2000.00 as promised in writing.

Business Response: Initial Business Response /* (1000, 5, 2014/06/17) */ It's a shame when there's such a thing as too much solar power! RGS indeed over-sized your system and Xcel required a reduction. So sorry for the error and the tedious delays through the fix. As promised yesterday by phone and email, your $2,000 payout will be processed on the 6/20 check run. Thank you for your patience. Initial Consumer Rebuttal /* (2000, 7, 2014/06/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) RGS Energy (aka Real Goods Solar) came through with their refund check for $2000. The check arrived yesterday. Thank you

6/23/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: We entered an agreement with Senior Energy Broker understanding that the upgrade panel is included, broker was fired and RGS not honor agreement. We signed a contract on Dec 2nd with ***** ****** Senior Energy Broker. We agreed that the panel upgrade is included, we have the emails to prove it. Our contract was with Sunrun with 0 down and a fix rate of $***** per month. I sent an email to ***** on Dec 2nd to make sure ALL panel upgrades are included. i got a confirmation from him via email saying:understood. 2 weeks later we had a tech site visit and ******** *** was assigned as a primary contract: everything seems to be working according to schedule. After the tech site visit we got a call from the electric company , they inspected our electric situation. We went back and forth with ***** ******** about our electric situation as our house is old and then everything stopped. I kept emailing both ******* and ***** to request an update . We felt that if we wont keep pushing nothing will get done. After many weeks we got contacted by another energy broker (another salesman) and to our surprise he said his understanding is that we wished to pursue a cash purchase option he sent us revised RGS Energy Greensky combo loan proposal. We were shocked! We never asked for or even thought of purchase option.To my questions of why we need a revised proposal as NOTHING HAD CHANGED! He said that ***** is no longer with the company and that this new proposal includes the service panel upgrade and extended inverter warranty. I explained to him that all of which is supposed to be included as per our agreement with *****.. I sent all the chain of emails between me and ***** to prove what we agreed upon. I also requested from both ******** and **** to talk to a senior management as we felt that each sales person would like to first make a profit. I was never approached by ANY senior manager and was told that **** is handling it now. After talking to **** on the phone he promised he is going to talk to SunRun. A few days later he responded saying SunRun answer was NO.They can't honor the agreement! The new proposed agreement is $3500 up front and the fixed monthly will be $***** instead of $***** and NO MONEY UPFRONT. We feel that as the weeks went by and when company personnel realized it is not a new house with a quick job they decided to drop us. Maybe fees went up in the meanwhile or we were no longer attractive anymore. We feel we were scammed by RGS. When we decided to go with RGS part of the reason was because we thought they are the installer and that we will deal directly with the people who will do the job. We had other offers from Solar City and directly from sunRun via their representative. ***** the original broker that sold us the agreement was very persuasive and promised us we will have solar system within 3 to 4 months. As I mentioned we signed the agreement on Dec 2nd 2013. We believe RGS is not interested in honoring their agreement as they don't find it profitable enough anymore and they don't even try to send a senior manager to try to resolve this. We are very disappointed and we don't want other people going through the same scam as we were..

Desired Settlement: To inquire with BGS how can they not honor the agreement and to have a representative from the company not a salesperson call us and resolve it with with fairness and honesty us as we spent so many months without getting anywhere. Thank you

Business Response: Initial Business Response /* (1000, 21, 2014/05/23) */ RGS Energy does regret that our salesperson was in error when stating that a electric service panel upgrade could be included in the price. The specifics of this home's service panel made the upgrade price prohibitive and therefore impossible for Sunrun to finance. Our Solutions Specialist worked with the customer to offer other options, including a special financed purchase without Sunrun covering the cost of the panel upgrade. After deliberating this option, the customer decided to pass on April 25th 2014 and was released of any contractual obligations. Initial Consumer Rebuttal /* (3000, 23, 2014/05/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) Our original agreement was a lease agreement with a fixed rate.The new offer by RGS ( and the ONLY offer we got) is a purchase offer . The monthly payment in the new option is higher then the original offer. We were not interested. Final Business Response /* (4000, 25, 2014/06/06) */ Again, RGS Energy regrets we were unable to present an option that was workable for all parties. We especially apologize for not identifying the limitations in the original sales process. Yes, the new 12-year purchase payment plan offeredwhile still showing very good energy savingswas more expensive in the short term than the original offer.

4/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Their sales rep *** ******** will NOT stop harassing us. We have asked hum repeatedly not to call again. Their sales rep *** ******** will NOT stop harassing us after we declined their product. We had signed 7 days before with another contractor and this kid will not stop calling! He is annoying my wife constantly with endless calls to quit the contract we have to buy from him.

Desired Settlement: No settlement needed. Just get them to stop please.

Business Response: Initial Business Response /* (1000, 8, 2014/02/24) */ Hi ******, Thank you for taking the time to review us on BBB. Your complaint has been taken seriously and further action was taken to investigate your complaint. We apologize for your negative experience with RGS Energy and congratulate you on making the decision to go solar. Best, ****** Communications Manager at RGS Energy Initial Consumer Rebuttal /* (3000, 10, 2014/02/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) What action was taken EXACTLY? I will not be pushed aside after my wife and I were harassed in this manner. Final Business Response /* (4000, 15, 2014/04/22) */ Dear ******, We apologize for the negative experience you had with RGS Energy. We took your complaint very seriously and looked into the issue. We have since changed policies so that this no longer happens. Thanks for taking the time to review us on BBB. Best, ****** ****** Communications Manager at RGS Energy Final Consumer Response /* (2000, 17, 2014/04/23) */ (The consumer indicated he/she ACCEPTED the response from the business.)

1/31/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: After contract with Real Goods Solar was nullified, the promised refund of our $250 deposit was never received. My husband and I entered into a contract with Real Goods Solar in May 2013 to have them provide installation of solar panels to our house. We paid a $250 deposit by check to begin the process. After several weeks passed, during which an engineer came to our house and determined it was appropriate for installing the panels, our contract was nullified since prices had gone up in the meantime. We chose not to enter into a new contract because the prices had risen and several issues of incompetence on the part of the salesperson that led us to believe this company was not reliable (I can provide further detail if necessary, but these issues are ultimately not relevant to our refund request). As of early October, we were promised the refund of our $250 -- our right to this was never in dispute. I followed up in mid-December and was promised that the salesperson would be in touch with me regarding the status of the refund. I have heard nothing. The person I have been in the most communication with, and who has actually responded to my emails is ***************, East Coast Residential Operations Manager Ph#: ************ x5 **********, however, does not seem to have the power to actually cut the check and is probably frustrated herself that the requests she has made to get this done are not moving things forward. Too much time and frustration has passed, so I am forced to bring this to BBB's attention in the hope that we can get our money back.

Desired Settlement: We would simply like our $250 refund sent to us, as promised.

Business Response: Initial Business Response /* (1000, 5, 2014/01/02) */ We notified ****************** on 12/31/2013 that her $250 refund check is being processed and will be going out in the mail to her on 1/2/2014. I will follow up with ****************** by phone on Friday 1/10/2014, to ensure she rec'd the check. Consumer Response /* (2000, 12, 2014/01/31) */ Thank you, BBB! Thanks to BBB's action, the case was resolved quickly and my refund check was sent. Too bad it had to come to this in order for action to be taken, but Real Goods did finally do the right thing. Never having used BBB before, I sure am glad that they are here for consumers.

1/20/2014 Problems with Product/Service
1/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Agent executed contract in our home and ran a credit report - no contact from company thereafter. A representative (***************) agent from Real Goods Solar visited our home. She took our personal information from our PG&E Statement and our social security numbers. She ran a credit check in our home. Based on this information, we were approved for solar energy to be installed in our home. We executed a contract with the representative at that time. She informed us the installation team would contact us to set up a time to come out to do the assessment on the roof. Several weeks went by and we heard nothing. My husband contacted Real Goods Solar and was told they had no record of our information. He emailed the representative (***************) who stated she had turned in our paperwork and would check on the status. We did not hear anything back from her. My husband again called Real Goods Solar to express his concerns. They stated they would investigate and return his call; they never did. Shortly thereafter we learned the representative (***************) had left Real Goods Solar. I attempted to contact the Human Resources Department and left a message with Laura in December 2013. Laura returned my call and expressed concern about our protected information, but I have not heard from Laura again presumably due to the holidays. I am extremely concerned about my personal information and what may have happened to it.

Desired Settlement: I would like to know if the representative (Anne Rutherford) was ever an employee of Real Goods Solar, and if so, what happened to our personal information and our contract. I am concerned about our credit. I would like Real Good Solar to provide us with copies of our credit report and credit monitoring if it is determined our information was lost by either the representative or the company. Additionally, I would like the contract (if ever identified) to be cancelled. I will not do busines with Real Goods Solar based on this incident.

Business Response: Initial Business Response /* (1000, 5, 2014/01/02) */ I spoke with ************* on 1-2-2013 and apologized for the lack of communication between our office and herself. I also explained that this is an abnormality and is not how we care for our homeowners. I informed her that her credit information was secured and was why, as a company prefer the electronic application process, because we do not see any of the credit information. I informed her that her contract was canceled as well. Nicole accepted our apologizes and felt good about her information being secure within our process. Final Consumer Response /* (2000, 7, 2014/01/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) It appears the issue was with the representative who is no longer an employee of the company.

11/12/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Company has made several mistakes including design, contracts, time lines, and personal losses to our home. They have not paid reimbursement as promis We signed our contract in February 2013. We were promised to be up and running by June 16th. Many mistakes were made requiring us to resign contracts 3 times. During installation employee unplugged freezer and destroyed hundreds of dollars worth of food. Because of all the mistakes made by company and the fact that we were promised to be up and running by June 16 the company promised to pay our electricity for all days after June 16th until our system is operating.As of today, October 12th, our system in still unoperational and company is not complying with said agreement. We were to only pay $45 a month of our electric bill since we were told that we would never have a bill more than that once system is operational. Company is being very uncooperative. Our family is hurting both emotionally and financially. This company owes us approximately 1500 of reimbursements to our loss saving from electricity bill.

Desired Settlement: Because of the issues this company had cause our family and home by their mistakes they agreed upon paying our electric bill (minus $45 that would be our normal cost) until system was operational after the date of June 16th - they promised date of operation. They did do this the first month for the bill of June. After they paid the first electric bill they since have been saying we had no such agreement and are no longer complying with the official agreement. They now owe us $1500 to pay the rest of the remaining electric bills since June. Our system is also still unoperational. They are not doing anything to help us resolve that issue either. There is more to this story but not enough room to relate the entire timeline.

Business Response: Initial Business Response /* (1000, 5, 2013/10/18) */ Multiple contacts and negotiations have been made. Real Goods Customer Service has been very available, responding to complaints same day and contacting the client proactively in many cases in order to reach an agreement. Following are specific responses to the complaint. -Customer did sign on 2/25/13 and was promised installation by 6/16/13 with system activation "4 to 6 weeks later." -Real Goods Solar did accidentally leave the customers freezer unplugged and waste food. In response to his 7/8/13 complaint asking for $296, we paid check number **** in the amount of $300 on that same day. -Real Goods Solar did not promise to pay the customers electric bills. We did agree to reimburse them for missed savings due to our delays and those of Southern California Edison (SCE). This has been clarified on multiple occasions. -On 10/16/13 we received Permission to Operate (PTO) from SCE and have offered a compensation amount to the customer. The calculation: -The customer's savings with solar is estimated at $14.39/day. We have multiplied this by 94 (days from 7/15 -10/16, inclusive), equaling $1,352.66. $400 of this was paid in early August. The balance was not to be calculated until PTO was received and the amount could be final. Thus, the balance of $952.66 was offered to the customer by email on 10/16/13, and will be paid on the check run immediately following acceptance of this offer. No payment will be made without the customers acceptance. (No response has been received from customer as of 1:30pm, 10/18/13.) -The customer will also recall that the May 2013 contract resign saved them $420.75 (a direct cost to Real Goods Solar) due to our internal delays. -While Real Goods Solar management does not agree with the customers calculation method, we will point out that this customer has saved $1,773.41 in total ($1,352.66 reimbursement + $420.75 contract reduction). This is equivalent to having solar active on their home for 123 days, which-by pure coincidence-is exactly on target for their 6/16/13 expectation, and far exceeds the actual expectation we set that activation would be 4-6 weeks after that construction date. -Real Goods Solar would also like to point out that any payment (the $400 paid in August and the $952.66 offered today) is a voluntary customer satisfaction effort and not in any way, shape or form a contractual obligation. Final Consumer Response /* (4200, 11, 2013/10/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) we never declined real goods solar offer. We did however counter their offer and asked for further explanation. None was givin. Regardless of what the company is stating regarding "contracts" the company has PROMISED and made VERBAL AGREEMENTS - we have emails proving these verbal contracts. Whether or not it is in REal Goods Solars way of doing business normally, we WERE promised an operation date and we WERE guaranteed an amount of paying no more than $45 a month for electricity. We WERE also pROMISED by Real Goods Solar that we WOULD be REIMBURSED our loss savings to our electricity for ANY days after JUNE 16th- the guaranteed date of operation. If none of this is true as REal Goods is now stating- than WHY did they reimburse us the first electricity bill? Paying after the date of June 16th AND paying amount over our $45 as guaranteed? If the company doesn't offer military discount that WHY were we TOLD we received one?? Whether it came out of an employees commission -it would still be a military discount would it not? Is it right for a company to offer military discount and then retract it? We have ALL of this recorded and can show proof is necessary. This is why we have contacted BBB, if what Real Goods is saying is true than we wouldn't have a problem. real goods solar is not conducting business properly. They are guaranteeing things in order to get the sale and good reviews, then once they are paid they completely ignore the customers needs, lie, and cheat their customers out of what was promised to them! We will not be satisfies until we are reimbursed what was agreed and promised to us by real goods solar. Which is reimbursement of loss savings on Edison bill, after the date of June 16th until the actual operation date of October 16th. Customer paying no more than $45 a month. bECAUSE this is what was guaranteed to us from the very beginning! It is not the customers fault that Real Goods Solar made multiple mistakes causing such long delays! Final Business Response /* (4000, 13, 2013/10/30) */ 1. This customer is not in contract with Real Goods Solar. Their contract is with ***** ***** ******** 2. Per the contract, section 21. "This Agreement contains the parties' entire agreement regarding the sale and purchase of Power generated by the System. There are no other agreements regarding this Agreement, either written or oral." The items the customer is relentlessly demanding are not stated in any manner in said agreement. 3. The customer will receive 100% of what they purchased. That is, 16,523 kWh of electricity over 20 years at $0.067 per kWh, in a region where they currently pay the utility $0.13 to $0.31 per unit. This amounts to substantial savings for the entire 20 year period ($14.39/day by our calculations)-whether the 20 years began in June as desired, or in October as delivered. 4. As a customer service driven business, we have made substantial additional gestures to win this customer's satisfaction. To date, that is >$400 in voluntary payments above and beyond obligation (in addition to the unquestioning reimbursement for the unfortunate error with their freezer). 5. We did not promise an operation date for the solar system and no date will be found in the Agreement. We were required, per the terms of this customer's third party loan, to promise an INSTALL date of June 16th (with activation 4-6 weeks later). We did not meet that install date, reworked a new contract to accommodate, and continued to honor monetary offsets backdated to that verbally agreed upon timeframe. 6. The estimated average post-solar utility bill of $45/month is a sound, logical and defendable estimate. It is NOT, however, a guarantee. The amount of a customer's utility bill is NOT something that anyone can promise this or any customer. As this customer uses more electricity, their utility bills will go up. If they use less, they will pay less, perhaps even earning credits with their utility. If they use the amount they did per the data supplied at time of sale, they should average $45/month-until the utility raises or lowers their rates. 7. While Real Goods Solar does not have an official military discount, the $420.75 discount this customer believes was military related WAS HONORED. No retraction. They did get this discount off of their final contract price. 8. This customer's accusations of Real Goods Solar lying and cheating are difficult to substantiate. Again, they have received in full everything obligated in the contract, and have received hundreds of dollars additional. 9. If the offer for an additional $952.66 was not declined, Real Goods Solar will indeed extend the offer once again. We will pay the customer an additional $952.66 for their perceived troubles. One would have a difficult time making a legal or ethical argument in favor of this amount, however. Reviewing the facts: for a mere $250 down payment this customer will save >$250 per month (on average) for 240 months. In addition to that, we will have paid them $1,352.66 for their "troubles." We offer this in hopes of closing the case, and hopefully winning the satisfaction of this customer.

7/31/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We have resigned contracts 3 times due to RGS losing our paperwork several times. RGS did not contact XCEL to set system up for 3 months after install It took them over 8 months to get our panels turned on, delay after delay, they lost our original paperwork and didn't even know they had installed panels on our roof, after waiting 3 months after the installation I finally contacted them and they had lost our paperwork. We had to resign a contract 3 times and because of their delays we could not get the same rebates from the Power company any longer. We had so many different " account mangers" on our account I could not even keep track, then they finally get the system on and surprise, the monitoring was not set up and they cc me on an email where they are calling me "irate". They gave us $1000.00 back 4 months ago and apologized and said everything would go smoother. It still took 4 months to get the panels turned on after dealing with senior management. The only time things moved forward was when I emailed them to see what was going on. Complaint emails where not directly addressed during the last several weeks.

Desired Settlement: I want RGS to remove all Solar Panels from our home and cancel our contract immediately.

Business Response: Business' Initial Response /* (1000, 6, 2013/07/29) */ I spoke directly with****** ******* and have resolved the issue to his satisfaction. Consumer's Final Response /* (-5, 5, 2013/07/26) */ The company has contacted me and resolved our dispute, I would like to cancel this complaint.


Customer Review(s)

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5 Customer Reviews on RGS Energy
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