Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company came representing PG&E and they were sent here to help fix things. My garbage disposal literally does not work AT ALL and I just paid to have an electrician work on it months ago. My A/C is brand new and they messed it up!! My back door is so hard to close now and you have to slam it, in order for it to shut. I need a LICENSE worker to come back and fix their mistakes

  

  Business Response

  Date: 05/19/2025

  Reply to Customer complaints:

  1. ******* disposal does not work at all.  Findings & Solution: Our technician unplugged the disposal to install an outlet gasket for energy efficiency.  Technician forgot to plug garbage disposal back into correct outlet.  Technician was sent back out to residence to plug disposal into correct outlet and disposal operates properly now.

  2. My A/C is brand new, and they messed it up.  Findings & Solutions: Our technician installed a smart thermostat and efficient fan controller for better energy efficiency.  The customer was asked about the complaint and customer stated that some rooms were receiving conditioned air and some were not as well.  This may have been an existing problem.  Replacing the thermostat and/or smart fan control has no impact on one room being better than the other since both these replaced items would affect the entire system not just a room.  No further action could be applied from us.

  3. My back door is so hard to close now and you have to slam it, in order to shut.  Findings & Solutions:  We replaced the door weatherstripping around the trim of the door.  This causes the door to be snug initially, but over time would break into an easier fit for the door but maintain a conditioned seal around the door.  Our technician returned to residence and educated the customer on this effect.  No other action was required.

  Final comments:  We are a fully licensed and insured contractor.

   

   

• Initial Complaint

  Date:01/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 01/02/2025, Highland Energy came to my apartment to complete a weatherization service and check on gas appliances. While testing the water heater, they identified a CO2 leak and immediately contacted ***. The PGE technician could not repair the leak and contacted Highland Energy to notify them that the unit needed to be replaced while at my home. For four days I have been without hot water and communication from Highland Energy on the repairs. I called to speak to a manager, but a rude unprofessional supervisor refused to address my concerns other than to Claim that *** did not notify them which was incorrect I was present during the notification. I have signed a contract with the company that refuses to address this problem.I contacted *** and was advised that they are not involved with the business functions of their partners; however, has responded to the work order, shut off the unit for safety reasons and notified Highlands Energy.Signing up for this program has created a habitability issue for my family and has restricted the hands of the Owner of the property who also has to wait for highlands energy to address.

  

  Business Response

  Date: 01/09/2025

  Order of events:

  January 2nd, *************** Assessment Technician (NGAT) found an issue with the customer's water heater flue and called PG&S *********** Representative (GSR) per Energy ****************** Program (ESAP) guidelines.

  January 2nd, GSR visited the home and shut off the water heater and referred customer back to our company.

  January 3rd, Our schedular made a contact attempt with the customer to expedite the water heater replacement but was unable to reach customer.

  January 6th, Customer called the office to inquire about the water heater replacement.  The customer was informed that we were waiting for PG&E to open the R&R workflow process in PG&E's ESAP software to enter and receive installation information according to program guidelines.  However, we ensured the customer that we will change her water heater the next day on January 7th.

  January 7th, Customer's water heater was replaced and is now fully operational with no other issues.

• Initial Complaint

  Date:08/25/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Before the panels were installed. I was told the panels would meet 100% of my energy needs, I would get a $15K tax rebate ( I got a $15K NON REFUNDABLE tax credit for 1 year ) which I was to give to lender. My bill went up to $224 in March after I didnt give them what I didnt get ( the $15K ) & there isnt one month that these useless panels met my energy needs. My bills range between $80 & $220. I have submitted these bills to **** but like when they took forever to install them I get the run around & excuses & ignored. I want extra panels installed to meet my needs ( at their expense ) or a credit ( a check) to cover my power bills for the last year.

  

  Business Response

  Date: 08/27/2024

  ******************** 12-month electrical usage per his electric bill listed a total of ***** kWh.  Based on this usage his system was sized at 5400 kW.  This system size has the potential to generate ***** kWh.  Which is ******% of ******************** electrical needs based on his historical electrical usage.

  We contacted Modesto Irrigation District (MID) to ensure production was optimal.  MID stated that all panels were producing well.  Our discussion with MID concluded that MID does not have a full one-year production as the system started operating in April 2023.

  We suggest that **************** ***** until his MID reports a full year production to compare production with consumption needs.  

  We are unsure where **************** thought he was receiving a "tax rebate".  His contract which was signed by him clearly states a "tax credit" in the amount of $14,295.43.  A tax credit has always been the standard incentive to purchase a solar system.  The customer can apply the tax credit to his annual taxes to receive reduction in taxes owed.

  Our team has been in contact with **************** to bring this situation to a positive close.

• Initial Complaint

  Date:07/02/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  March 23,2023 I had signed an agreement with Highlands Energy for solar installation for 21 panels. We never received an option to pick how many panels were best for the home, it didn't make much sense to us because there are 2500 sq. ft homes in our subdivision who only have 11 panels total and our home that is only 1700 sq. ft needs 21 panels. No contact communication was made with us for nearly a year after signing the solar agreement, yet we received a California preliminary notice by mail stating we owed $24,681.30 for labor and materials for solar installation. My neighbor(s) have the same set of panels and some were demanded of payment for $30,000.00. My other neighbor was able to get in contact with ****** at Highlands Energy and was told her same set of panels was going to cost her over $60,000. Highlands Energy has caused nothing but miscommunication, frustration, and confusion with all the different numbers for the same system.

  

  Business Response

  Date: 07/23/2024

  Background:  The four customers listed above each purchased a new constructed home thru ***** construction.  ***** construction subcontracted G&S Energy Industries to install solar systems to meet or exceed Title 24 solar system requirements and escrow requirements to receive a certificate of occupancy.

   

  The process is:

   

  1. ***** construction informs G&S Energy Industries which new constructed homes are ready for solar system installation. 
  2. G&S schedules and installs system based on approved solar plan sets provided to ***** Construction.
  3. New home buyer purchases new home and signs a Solar System addendum at escrow acknowledging that an installed solar system is required for home ownership and that the home currently has an installed system.
  4. New home buyer also signs and agrees that they will pay for the installed solar system either thru financing, cash, or lease thru a power purchase agreement.

   

  All above customers listed breached the signed documents by not paying for the installed systems thru payment options listed.  G&S Energy Industries tried to no avail to work with the customers with available payment options and price changes.  We have also met with ***** construction a few months ago to try to work out a solution, with no results

   

  They have requested removing the systems or lower the cost of the systems that would result in financial losses for G&S Energy Industries.

   

  We had no choice but file mechanics liens against all affected properties to recoup our costs.

   

  Since the liens were filed, ***** construction has reached out to us to try to resolve the issues and make us financially whole.

   

  We have a meeting scheduled this Thursday to hopefully have a solution for all parties involved.

• Initial Complaint

  Date:06/27/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  July-Aug of 2023 I began communication with **************** of Highland Energy. Was getting information on purchase or lease of solar panels to be installed on our new constructed home prior to move in on October of 2023.We were to go through Highland Energy but we were suppose to get a consultation & a signed contract by ********************************** if an agreement was made & neither was done.At the beginning of communication Highland was aware that we wanted the minimum panels required by law.I asked what the minimum was repeatedly & question was never answered.During communication, I was getting mixed information, different prices on purchasing but never an actual number. I would repeatedly ask how much it would be to lease the ********** could never get Highland to answer that question either. Prior to move in on Oct of 23, Highland Energy installed 21 panels on our home without our knowledge that it would be done or without a consultation or not given the option of number of panels wanting when they were aware that we wanted minimum of panels which was 10 or not given an actual price but an estimate nor was a contract signed as Highland was required to do.I have been trying to reach Highland by ************ since 3/4/24 with no success. Last contact was 2/24 & they would remove panels at our cost & that was not acceptable.They will not return calls. Highland has sent a demand for payment of purchase for over $32,000.Highland isnt giving the option to lease, only to purchase. Panels are not on but they are demanding payment.$32,000 is not affordable & its such a high cost compared to the new solar company installing the panels currently in our subdivision.The competitors price is $9710 for 10 panels.Highland is taking advantage of us as well as many other homeowners going thru similar situations. We want answers & a resolution.We want only 10 panels at a lower cost of $9,710 (competitors price) & the rest removed & have damaged roof repaired.If not, all removed

  

  Business Response

  Date: 07/23/2024

  Background:  The four customers listed above each purchased a new constructed home thru ***** construction.  ***** construction subcontracted G&S Energy Industries to install solar systems to meet or exceed Title 24 solar system requirements and escrow requirements to receive a certificate of occupancy.

   

  The process is:

   

  1. ***** construction informs G&S Energy Industries which new constructed homes are ready for solar system installation. 
  2. G&S schedules and installs system based on approved solar plan sets provided to ***** Construction.
  3. New home buyer purchases new home and signs a Solar System addendum at escrow acknowledging that an installed solar system is required for home ownership and that the home currently has an installed system.
  4. New home buyer also signs and agrees that they will pay for the installed solar system either thru financing, cash, or lease thru a power purchase agreement.

   

  All above customers listed breached the signed documents by not paying for the installed systems thru payment options listed.  G&S Energy Industries tried to no avail to work with the customers with available payment options and price changes.  We have also met with ***** construction a few months ago to try to work out a solution, with no results

   

  They have requested removing the systems or lower the cost of the systems that would result in financial losses for G&S Energy Industries.

   

  We had no choice but file mechanics liens against all affected properties to recoup our costs.

   

  Since the liens were filed, ***** construction has reached out to us to try to resolve the issues and make us financially whole.

   

  We have a meeting scheduled this Thursday to hopefully have a solution for all parties involved.

  Customer Answer

  Date: 07/26/2024

   I am rejecting this response because:
  
  Highlands Energy are the ones that breached the addendum from the beginning because they did not do what was stated and required by Highlands with homeowner, except install the solar panels that have never been turned so they have never been in working condition.

  According to the addendum, Highlands was to provide a consultation and did not. They did not provide option to finance or lease and nor did they provide a cost or monthly payments. They insisted on purchasing full panels that they wanted to give no other options. On addendum, all purchase choices should have been provided and were not. No cost or monthly payment were ever presented through documentation nor was a contract ever signed as some of the other homeowners have that are experiencing difficulty with Highlands. It is untrue that Highlands have attempted contact (do they have record of this because I do). I also do not believe they met with ***** to try and come to a resolution because we have been in constant communication with ***** with our concerns about Highlands Energy way before move in and all the wrong doing they have done. ***** never mentioned to me or any other homeowner that there was a meet up so I believe Highlands is being dishonest once again. After many phone calls and text messages to Highlands, they have refused to return calls after many attempts with no success. Since Highlands Energy refused to return calls after many attempts with no success, it is assumed that they abandoned their solar panels plus the panels have never been turned on so they have been useless. Yes, solar panels have been installed but they are in non-working condition. I called ***************************************************** Energy has never submitted an application for net metering (I have voicemail from SCE stating this). The solar panels should have been installed and in working condition prior to move in and this did not happen. I have mentioned to ******** and ***** of Highlands Energy multiple times that I wanted the minimum amount of panels and that was not done. *****, city manager of ******** explained how calculation of required panels is done and he stated based on the size of the home that more than double of panels has been added to my home. Highlands have agreed to remove panels at my expense and I did not agree due to the fact that Highlands was aware that I wanted the minimum panels but instead added more than double required. They should pay for the expense to remove. I shouldn't have to be in a financial loss due to them being aware from beginning on what my request was and that was to have the minimum panels installed. I will lose out financially but they will still have their equipment. That is their error and dishonesty and they should fix the problem at their expense. 

  Also, others competitors price and current solar system company that is installing in this subdivision is Sun Run and their price for 10 panels is $9,000 compared to what Highlands is charging for 21 panels for $30,240. It makes no sense to have to pay for a higher priced item that does the same thing when its more affordable to go with another competitor. At the end of it, Highland owns their equipment so they are not really taking a loss.

  There are multiple homeowners of at least more than 9 that are going through similar situations with Highlands Energy which they all will also be filing a complaint and this also should be more than enough proof that Highlands Energy is not cooperating with anyone, refusing to return calls, refusing to come to any resolution except for demanding full cost of their solar panels. Shame on you Highlands for taking advantage of people and being very dishonest. Without peoples business, there would be no Highlands Energy. 

  

  Business Response

  Date: 08/02/2024

  We were subcontracted by ***** Construction to install solar systems on their new home construction.  We are merely trying to collect our costs for the installation.  

  ***** construction is currently negotiating with another solar installation company to take over the active projects of new homeowners.  

  Further communication from this homeowner should be directed to ***** Construction.

   

   

• Initial Complaint

  Date:06/27/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  One problem is lack of communication & upselling because Title 24 only requires 10 panels and i have another quote or proposed estimate from another solar energy company for $9710 compared to there's which is ******. Highlands did not give me anything to sign & still installed panels without anything being signed

  

  Business Response

  Date: 07/23/2024

  Background:  The four customers listed above each purchased a new constructed home thru ***** construction.  ***** construction subcontracted G&S Energy Industries to install solar systems to meet or exceed Title 24 solar system requirements and escrow requirements to receive a certificate of occupancy.

   

  The process is:

   

  1. ***** construction informs G&S Energy Industries which new constructed homes are ready for solar system installation. 
  2. G&S schedules and installs system based on approved solar plan sets provided to ***** Construction.
  3. New home buyer purchases new home and signs a Solar System addendum at escrow acknowledging that an installed solar system is required for home ownership and that the home currently has an installed system.
  4. New home buyer also signs and agrees that they will pay for the installed solar system either thru financing, cash, or lease thru a power purchase agreement.

   

  All above customers listed breached the signed documents by not paying for the installed systems thru payment options listed.  G&S Energy Industries tried to no avail to work with the customers with available payment options and price changes.  We have also met with ***** construction a few months ago to try to work out a solution, with no results

   

  They have requested removing the systems or lower the cost of the systems that would result in financial losses for G&S Energy Industries.

   

  We had no choice but file mechanics liens against all affected properties to recoup our costs.

   

  Since the liens were filed, ***** construction has reached out to us to try to resolve the issues and make us financially whole.

   

  We have a meeting scheduled this Thursday to hopefully have a solution for all parties involved.

• Initial Complaint

  Date:06/26/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Nov 3rd 2023 I received a call regarding installation of solar system for my new home. I asked Highlands energy if there was a possibility of going with my own solar company of my choice. Highlands strictly stated that they and the builder had a contract to where highlands would be the only solar provider. I really had no choice but to have highlands install solar on my future home. I made it clear I only wanted the minimum amount of panels installed to which they said the minimum amount of panels that could be installed was 11 panels. I verbally agreed to 11 panels to be installed and no later than 24 hours the solar panels were installed. I never had or received a consultation. I also never signed any contract directly with highlands energy. Following this occurrence, this past November 2023, highlands energy went completely ghost on me and never heard from them until May 2nd 2024 when I tried to see what had happened with my solar system case. I tried to reach out to get information on when I need to give my first payment and why no one had tried to contact me regarding my solar system. A representative that answered me said she had absolutely no record of my file and that she would contact me as soon as she found out about my case. A month passed and I never received a call back. On around June 3rd 2024 I finally received a message saying we needed to move forward with solar financing. Around the same time I also received a pre lien document saying I needed to pay my solar in full. Highlands said the original financing company that was supposed to finance the panels was no longer accepting PPA loans and in return the only option we had was to fully purchase the system or pay 18k, which was not part of the original agreement. Till this day I have not yet received a contract nor a solution despite many attempts to contact them to solve this issue. According to the solar consumer affair everything was done wrong. I strongly believe this is a fraudulent company.

  

  Business Response

  Date: 07/23/2024

  Background:  The four customers listed above each purchased a new constructed home thru ***** construction.  ***** construction subcontracted G&S Energy Industries to install solar systems to meet or exceed Title 24 solar system requirements and escrow requirements to receive a certificate of occupancy.

   

  The process is:

   

  1. ***** construction informs G&S Energy Industries which new constructed homes are ready for solar system installation. 
  2. G&S schedules and installs system based on approved solar plan sets provided to ***** Construction.
  3. New home buyer purchases new home and signs a Solar System addendum at escrow acknowledging that an installed solar system is required for home ownership and that the home currently has an installed system.
  4. New home buyer also signs and agrees that they will pay for the installed solar system either thru financing, cash, or lease thru a power purchase agreement.

   

  All above customers listed breached the signed documents by not paying for the installed systems thru payment options listed.  G&S Energy Industries tried to no avail to work with the customers with available payment options and price changes.  We have also met with ***** construction a few months ago to try to work out a solution, with no results

   

  They have requested removing the systems or lower the cost of the systems that would result in financial losses for G&S Energy Industries.

   

  We had no choice but file mechanics liens against all affected properties to recoup our costs.

   

  Since the liens were filed, ***** construction has reached out to us to try to resolve the issues and make us financially whole.

   

  We have a meeting scheduled this Thursday to hopefully have a solution for all parties involved.

• Initial Complaint

  Date:09/28/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed a solar contract in April, **************************** July,2022. This last month of September, 2023 i received a true up bill from pg&e of $2,864.67, plus my monthly solar loan payment of $171 . I called pg&e, they said that my solar has not been producing anything. I called ****** solar representative and asked if my solar system is turned on and working and he relayed that he will be asking Highlands to look in to my solar. ****** said that he was told it might need a software update for the solar to work "again".Highlands came by on Friday September 21, 2023 and said the system is now working "again". I asked ****** if he can provide a report of the monthly production since it was installed and approved by pg&e. ****** said Highlands is not able to provide the report, but they provided a picture of my solar system showing its active. I am not good with computers or using phone to see if my system works everyday. They don't want to help or provide adequate information in a difficult financial situation. ****** offered to help me contact Inphase to call and ask about my solar information. Inphase employee said Highlands has access to my solar monitoring and should have provided me the information I need. The reason why Hughlands did not is because they never commissioned my solar system correctly when it was first installed in July,2022! This whole time they deceived me! I have been paying my solar loan and pg&e this entire time.I am retired and I am on a fixed monthly income. Highlands is a scam and i am paying for something that wasn't working at all because they never properly commissioned my solar system based on what Inphase manufacturing company customer service department said. It was only properly commissioned 6 days ago. ****** couldn't provide me an answer and said he will be relaying the information to Highlands, but at this point Highlands lie to cover their faults and errors. I want this solar system removed or full refund immediately.

  

  Business Response

  Date: 09/29/2023

  Hello

   

  I am the Administrative Coordinator at our corporate office. We are concerned about this complaint and will address this immediately with ***************** Before I can respond with a resolution, we will need to conduct a preliminary investigation to address each issue that was pointed out in this complaint. We will also be contacting the customer directly to get some specific details so that we can better resolve this matter. We will provide an update, no later than 5:00 PM PST on 10/2/2023.

   

  ***************************

  Administrative Coordinator.

  *************

  Customer Answer

  Date: 10/02/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:04/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed a contract back in July of 2022 for a new roof & solar panels. It’s now the middle of April & I am no closer to having solar power than I was in July. I have been religiously paying my solar bill since January & failed the inspection 02/13/2023 when we failed the last inspection & it seems like this project will NEVER FINISH ! There is a lot of buck passing but no results!

  

  Business Response

  Date: 04/20/2023

  To whom it may concern,
  The following is a timeline of the transaction that took
  place between Highlands Energy Services (HES) and our client Mr. *******
  ******. Although there were some setbacks our company overcame, in this
  situation time was not on our side and the completion and execution of the
  system installed was delayed a lot further than foreseen.
  Since the review was brought to our attention, we
  immediately began looking into what caused the dissatisfaction of Mr. ******. We
  spoke with Mr. ****** on 4/17/2023 and advised him that based on what he was saying,
  there was a chance there was a gap as well as possible miscommunication due to
  having to deal with multiple local government agencies at one time.
  We understand the urgency and need to save money, especially
  with the warm weather approaching, as well as the rates imposed by the local
  utility company as explained by Mr. ******.
  We explained to Mr. ****** that we would investigate why
  there has been such a delay in response to our requests from either Stanislaus County
  or the Merced Irrigation District (MID).
  Based on the time and date stamped email thread we reviewed
  between the solar office for HES and MID, a failure report was completed and
  distributed on Thursday February 23rd, 2023.  Had it not been for Mr. ****** forwarding this
  email directly to our staff, we would’ve never received the notice of failure.
  The original sender sent the report to [email protected] and the address
  should have been [email protected]
  Although we received a notice with photographs, it is imperative
  to confirm the corrections and ensure a clear understanding involving the
  movement of equipment attached to any structure in order to prevent further
  failed inspections and delays. Once the corrections were reviewed our team
  members at HES were limited in accessing Mr. ***** at MID. HES was not provided
  a direct line and were limited to calling the main customer service line at MID
  and leaving a message for a call back either by phoning the main line or by
  email. There is no direct number provided for the representative and to our
  understanding Mr. ***** is mostly out in the field. There is a possibility Mr.
  ***** may have called while HES staff were away from their desks, but no voice
  message was received.
  A representative from MID finally reached out and confirmed
  changes on Wednesday March 29, 2023. Once the changes were confirmed the
  corrections were scheduled and performed on Friday, March 31st, 2023.
  The following week we were informed that another inspection would have to be performed
  and approved by the county before MID could return for a final inspection.
  Mr. ****** has been in touch with administrative staff at
  our corporate office and has said he feels a lot more at ease after seeing that
  things appear to be moving. Mr. ****** also attested to the gap in delayed
  communication when a payment for a specific fee was paid and the supervisor at the
  county office was not aware. Had it not been for Mr. ****** in possession of
  the receipt while at the county office the delay in moving forward may have
  taken longer.
  Every city and county we have worked with has its own policies,
  procedures, and requirements. We understand Mr. ******'s concern regarding the response
  and wait time. We will work diligently with our staff at our solar office to
  ensure we provide more informed responses to our customers. 

  Customer Answer

  Date: 04/20/2023

   I am rejecting this response because:
  
  
  It is more of the same blaming others for your mistakes. This project is in its 10th month & I will have a $200 MID bill next month along with a $167 solar bill. Although lower level staff have been moving at Lightning speed NOW. This communication or any break down in communication should have been addressed earlier. This is a $54K project !! 

  

  Business Response

  Date: 04/25/2023

  We have contacted MID and we also have communication in documented email threads where MID admitted to overlooking an item that will need to be addressed before moving forward, in turn causing further delays. We have also reached out to Mr. ****** advising him of the delays and including him in our email contacts with MID so that he can see for himself what is causing the delays. In addition, a representative from our corporate office has instructed Mr. ****** to send over either by email or text, any and all documentation for proper reimbursement so that he does not have to pay the loan a***** until the system is fully up and running.