Complaints
Customer Complaints Summary
- 3 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
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Initial Complaint
Date:11/13/2023
Type: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.
Throughout 2022, we contracted with PowerUp to install 20 solar panels on the roof of our residence; the panels went operational in October 2022. We now have a history of solar power collection and we believe the system is malfunctioning. Since November 1st we have requested they test, analyze and determine the reason we have not had a properly working system; we have not seen a service truck nor had returned phone calls. We sent several emails, text messages, and voicemails with little response. To date, they have not given us an appointment to come out and test solar collection rates. I have attached a partial payment receipt to pay for materials (panels).
Business Response
Date: 11/20/2023
Quick history… yes, we installed your Solar
array in October 2022, Equipment shows production on the Solar
Edge Monitoring site for the last 13 months, Chart attached. You called my cell phone
twice in the last 2 weeks, and I answered both calls and discussed a time frame
to check the system. I assumed this communication would stand as a check in, so
i did not email back, my apologies if that was an assumption on my part. After
going to the Monitoring Website, I sent you screen shots of the panels output,
production charts and stated that you needed to trim the trees to the South of
the array. This was not accepted well, so I Included both you and the Solar
Edge Support team in an email asking for an explanation from the Factory as to
the production numbers and your expectations, no response to share
yet. First communication to me about the system 11/1/2023, site checked
out, data provided, physical drive by to check the panels, and emails sent to
you and the factory by 11/15/2023. We
will continue to offer our assistance in trouble shooting this array, the complete
PV system, and Generac generator maintenance as needed.sincerely
Tim S******** **Customer Answer
Date: 11/20/2023
I am rejecting this response because: As you can see from the attached emails that we sent to Mr. ********** none of them have been responded to; he does not normally acknowledge my husband as part of this process. this is insultiphonecards. November 1st & November 15th, we had no idea a crew drove by for a visual inspection; we also feel that we have been waiting for a response to his email to Technical Support for several days; there has not been an acknowledgment that they have received anything. His original quick response suggests that we had knowledge of his crew stopping by. We were never aware of his crew; no one even rang the doorbell. I have documentation of several text messages, emails, & voicemails that Mr. Shifflet ignored, at one oiint saying he was in Florida. The internet exists there, as well as in Ohio for emails & phonecalls.
Regards,
Susan S*********Business Response
Date: 11/21/2023
Well ****, At the end of the day, the system was working correctly, you found a second opinion and all is good. We disagree on what Response is to a Trouble ticket on a job, and I will leave it at that. Best wishes in the future.
Customer Answer
Date: 11/26/2023
I accept the business's response to resolve this complaint.
Regards,
***** **********
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