ComplaintsforMercury Solar

• Initial Complaint

  12/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased solar system and battery backup on 05/16/2023, Solar panels were installed about a week later. They then said that they will install batteries as soon as they can. Had mentioned that installation would be on a date the following week(forgot date)but did not show. When called to find out reason, was informed that there was no scheduled installation at that time and that batteries needed to arrive from the mainland and would get here soon. Its need almost 7 months and they are not returning my calls. They returned call regularly before I paid the bulk of the cost and now that only $4388.80 is left to be paid, they claimed that other people were scheduled before me. Is there anything I can do to get my batteries installed quicker? Thank you

  

  Business response

  12/19/2023

  
  We have had communication with ******************** several times. He should email me if hes not happy with the response time. I see every email and answer them. We communicated mostly via email before I do not know why this changed.
  
  We have not collected his money for his batteries as of yet because there has been supply chain problems pertaining to parts for the battery.  He has not paid for his battery install yet.
  His contract calls for progress payments; he has made payment for work that has been completed. 
  Please review the first clause on the back of the contract titled Delivery Which states:
  
  DELIVERY: Seller shall not be liable for any delay in delivery, or for any failure to deliver, resulting from any cause beyond Sellers reasonable control.  Such causes include but shall not be limited to: an act of God or of the public enemy, an act of any government, a fire, flood, epidemic, quarantine restriction, strike, freight embargo, unusually severe weather, or Sellers inability to obtain necessary materials, labor, or transportation.  
  
  Several of our equipment and components suppliers are still recovering from the supply chain shortage caused during Covid.  One of which is Automation Direct of which supplies us the cans the batteries go into along with several of the other components that we use to build the battery banks. 
  
  Each time we have spoken, we have told him this and that he as well as others have been waiting longer than him. His system has been up and running within a month of the initial sale.  He has been saving the agreed amount of power, even without the batteries. 
  The batteries in his system, or only a value when the power goes out.
  
  Automation Direct started delivering the backordered cans about a month ago (mostly for other jobs than his first). We have told him that we will get his job done by the end of the year on several occasions.
  
  We have never scheduled his battery installation and not showed up when we said we were going to show up. We will, and can provide him with a bill of lading for the batteries and the cans if he would like.  How many times he calls, does not change the fact that our suppliers are out of equipment. I know this to be true with other manufacturers as well.  In fact, the whole island is currently out of Enphase batteries, and has been for a while. We have all of the parts on the way or in hand; he just needs to be patient. The world is still not what it used to be regarding business and supply chains as a result of Covid.
  
  
  
  

  Customer response

  12/19/2023

   
  Complaint: 20969655
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  I purchased a Complete solar system, especially the battery backup because I have solar 42 solar panels already installed and needed only the battery backup but they said they dont have only battery system but could make a deal with some panels and thats the only way I could get the batteries installed as a  battery system. The batteries supposedly would keep use of electricity from electric company down and I have rental units that use a lot of power. The system sends power to the grid but also draws power back from reserve at a higher rate and without the battery to draw from I still loose a lot from the incomplete system. Seven months of waiting or more. Not good. They have responded and Mentiobed that they Might be able to in stall by the end of the year If they get the cans that need to be installed to protect the batteries. Waiting?

  

  Business response

  12/19/2023

  
  Dear ********************
  
  Please see attached non-biased empirical data logger reports for your solar system.
  These show no speculation or guess work about what the system has produced.
  
  Per the data logger, it shows: 
  August the system produced $542 based on 42 cents per kilowatt hour
  July the system produced $530
  
  This production came from only ****** watt modules a **** Kwp size system as per the plant overview charts
  
  During the time the data logger has been keeping track of your system production (which is about six months because the data logger was off half the time in September) and its only half of December. 
  The total production has been ****** kWh at an average of $.40 a kilowatt hour..
  This demonstrates that the system has on average including rainy months saved you $414 per month on average including the rainy months without the batteries attached
  
  You have never disclosed to us, although we requested it, what kind of contract you have with Hawaiian Electric company.  Whether its A NEM that you acquired via Vivint Solar  or if its ******** or whatever the HEco scale is the  data logger still shows that the system is saving you what was promised to you without the batteries
  
  We have also explained that there are supply chain problems with the battery components. 
  
  This is why we have not collected payment for the battery. 
  
  Attached is a similar supply chain notification, (document of the back order) that we just received from Automation Direct for one of the parts for your batteries and others. We have a workaround for this stop and shortage, but this is not the case with every part, as I have explained in the prior communication regarding the details of the contract and the price you paid for your battery, we have the lowest cost highest quality battery available. It is a custom-made battery that last 12 years and has a 10 to 12 year warranty on it. It is well worth the small wait that you have incurred.   As I also stated and know very well, that the Enphase battery that is sold by our competitor is not even in stock anymore on the island for the last ***** days and that their entire battery is on back order with every supplier on the island. It is fortuitous that you purchased your battery from us because we at least are going to receive the parts by the end of the year or there about.

  Customer response

  12/20/2023

   
  Complaint: 20969655
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  what you are telling me is what the system is delivering and that is expected , but what it delivers over daily use which is supposed to be my reserve to be delivered to me here when there is little or no production at no cost to me. That is being used every night which the battery is supposed to provide and that is the job of the battery backup system. Will you provide me with compensation for that? And about the part you said that delays are common, you made it seem that the system was ready to be installed before I signed the contract. Then it was the cans out of stock, after a couple of weeks the the battery not available, then a bogas (fake) date to install, which I wasted my whole morning waiting and no one showed. Then waiting for batteries to come from the mainland. That is not we planned on before me signing the contract. So you can quote the contract but you know what was told me before I gave you the balk of the  cost$40,000. The batteries cost only$4000. You can wait all year for that and not feel it. Just get my system completed by the end of the year as you mentioned or is that another stall tactic. Just complete your side of the contract .

   

   

   

   

   

   

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