Business ProfileforIQ Power, LLC

I am reporting the issue I have with the IQ Power, a solar company that installed the following amenities at my residence:1. New Roof 2. Hybrid Water Heater 3. Solar System The total cost for of this contract is approximately $72,500 The specific issues related to this complaint is with the Solar System installed, which was manufactured by **************.In October 2022, IQ Power completed installation of a Net Metering Solar System at my residence. My utility company at the time of installation was ************ IQ Power installed a 28 MODULES-ROOF MOUNTED - ****** kW DC, ***** kW AC. Each of the 28 panels has its individual micro-inverters as well as other Enphase solar equipment. The solar system also had the capability to monitor its system performance via an App provided by Enphase. The App provided information such as individual energy production/performance, energy consumption and several other features. Following the permit approval and related system commissioning, the solar system was officially turned on and began operating sometimes in December 2022. On February 22, 2023, I began noticing issues that I believed were related to the systems' energy production because 25 of the 28 panels went completely blank (BLACK) and were not producing energy. More so, the total energy produced for the day was very low, which confirmed that the system had an issue. I immediately reported the issue to IQ via email communication. All of my complaints to IQ were sent via email and I would attest that IQ has been responsive to almost all of my emails.On February 23, 2023, I received a follow up email from IQ. They did not confirm that the system had a production issue, but rather stated that that the system may have been updating their inverters (software).On March 1, 2023, when I noticed that the issue had not been resolved, I sent a follow up email to IQ and on March 3, 2023, I received a response from IQ. They, again, did not accept the issues with the system, but stated that the system was functioning and producing normally and that the issue might be related to a glitch that Enphase is having with monitoring. IQ, however, informed me that they would send a technician on Friday, March 17, 2023. On March 7, 2023, I sent another email and I *********** that the issue seems not to be resolved, and I received a response from IQ and I was informed that there is a noise issue that is interfering with the system monitoring. IQ Power also informed me in that email that there is nothing they can do on-site to fix or resolve this issue. Throughout these periods, IQ kept on denying the production issues with the system. I sent a follow up email to IQ on March 7, 2023, and I provided them with evidence of the production report which clearly showed loss of production. In my email, I referenced the following days that showed loss of energy production: 02/22/2023 (****** watt) 03/01/2023 (***** watt) 03/07/2023 (****** watt approx.) The issue continued for several months without resolution.In July 2023, the issues worsened and on July 17, 2023, I sent another email notifying IQ Power of the continued production issue and I provided IQ the image from my system which indicated a System Error that referenced performance degradation. IQ Power responded to my email the same day and again denied issues with the production. IQ also informed me that they will send a technician on July 27, 2023.On July 27, 2023, the technician visited my residence to resolve the issue. The system issue was not resolved at the time the technician left, but I was informed that the system will auto correct itself within 24 hours.On July 29, 2023, I sent a follow up email to IQ Power notifying them that the issue was yet to be resolved. In the email, I provided IQ the screenshot of the system that indicated error with the system. The issue continued till August without any resolution. On August 8, 2023, I, again, reached out to IQ Power to complain about the ongoing issues specific to energy production of the system and energy consumption at my residence. IQ Power responded on August 9, 2023 and subsequently scheduled a technician to visit my residence on August 17, 2023. The technician came as scheduled to fix issue and I continued to monitor the system throughout September 2023.Following the technician's visit on August 2023, I still was not satisfied that the ongoing issues had been resolved, as the data provided from the Enphase system indicated degradation based on the energy being produced by the system. In an effort to continue to stage my case with IQ Power, I completed an analysis of the IQ/Enphase system performance in comparison with report received from my utility company ************** I compiled report data from January 2023 to September 2023, and documented the report in ********* Excel. I follow through and shared the information with IQ. The data clearly showed trends of irregularities with the Enphase system, specifically with the Energy Consumption and the Energy Delivered to the grid. This issue was a concern for me since my solar system was set up as a Net Metering System. In spite of my analysis, ** kept on denying the issues with the system. On November 9, 2023, I reached out to IQ Power as a follow up to my previous email complaints. I, again, cited the analysis I performed as it relates to the issues with the Energy Consumption and the Energy Delivered to the grid, and on November 10, 2023, I received a response from IQ Power stating that Enphases consumption metering is not 100% accurate.This issue continued until January 2024. Due to my frustrations and the lack of IQ Power to own up to the system performance, I finally reached out directly to ************** on January 10, 2024, via phone call, and I shared the same analysis that I provided to IQ Power with Enphase. I was not surprised when I received an email from Enphase, and they indeed, confirmed that there were issues with the energy consumption. ************** also provided me a graphical screenshot report. According to Enphase's statement/email, the micro-inverters were consuming really high amounts of energy. This was the evidence I needed to confront IQ Energy with.On January 10, 2014, I reached out to IQ Power with the information I received directly from **************. I provided IQ Energy the graphical data from Enphase, and also referred them to all my past complaints regarding the energy consumption issues. Up till now, I have yet to receive a response to my email and the issues yet continued.On Saturday, March 2, 2024, my solar system developed issues. Several panels stopped producing, and I reached out IQ Power to notify them about the issue, and on March 4, 2024, I received a follow up email from IQ Power, confirming that several panels had developed some issues. IQ Power, however, failed to acknowledge my email dated January 10, 2024, where I reported findings from *************** that the micro-inverters had issues, but stated that the issues appear to be similar to the past issues I experienced and that ************** believed the issue to be a glitch. To my surprise, IQ Power then directed me to reach out to ************** on my own and that my warranty expired on November 18th, 2023. IQ further stated that I would have to pay a $300 service charge that includes up to 1 hour of labor/troubleshooting and an additional $150 per each additional hour if they schedule a technician on my behalf. ** requested for my credit card in order to schedule this appointment.Further email ensued between IQ Power and me and I blatantly declined to provide me credit card information and notified IQ that I will not pay as this has been an ongoing issue since the installation of the system. IQ Power, eventually agreed to send out a technician on March 5, 2023. On March 5, 2023, the technician troubleshooted the system and determined that 17 micro-inverters were defective, and ************** warrantied all the 17 micro-inverters with new replacement.On March 13, 2023, I arrived at my residence to discover a box with the 17 new micro-inverters warrantied by Enphase was delivered and left at my door. My initial expectation was that IQ Power was tracking the shipment and that the technician troubleshooted the system on March 5th, would return to complete the installation/replacement of the micro-inverters. I am amazed about IQ Power's woeful customer service. My last communication with IQ Power occurred on March 2, 2023, when I reported the issue to them. IQ Power failed to follow up either by email, or phone call, neither did they offer me any pathway to resolution. On March 20, 2023, seven days after the delivery of the 17 micro-inverters, I followed up with IQ and notified them that the micro-inverters had been delivered and that I was expecting the technician would return to complete the work. IQ Power informed me that they will not send a technician and that I would have to cover the cost for the labor to install the micro-inverters. My response to IQ was that the issues has been ongoing one that was never resolved in spite of several complaint. IQ Should be responsible for this cost.