ComplaintsforNeil Kelly Company

• Initial Complaint

  05/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a residential roof top solar system installed by Neil Kelly, 30 solar panels, installed June 2018, last June one then two and now appears four panels are not working, I have contacted Neil Kelly at least monthly about the malfunctioning system over the last year. Also contacted the solar monitoring company who told me to contact the installer ( Neil Kelly). As this is a year long process I am loosing power and money on a warranty covered problem. Neil Kelly is not living up to its warranty standard. Thank you, *****************************

  

  Business response

  05/18/2023

  We have, as of May 16, corrected the issue to the satisfaction of the client, but this has been a prolonged, challenging and frustrating situation for the homeowner as well as for our solar energy team. 
  

  What should have been a routine warranty repair was complicated by several factors including the 80-mile distance between our office and the clients home, difficulty in diagnosing the causes of the issues, delays in obtaining necessary replacement equipment and support from our product supplier, a cascading effect of repairs to each issue generating new issues elsewhere in the system, and ************* being understaffed during this time. Though many of these factors were out of our control, our communication and at times our responsiveness could have been much better. 
  

  Our techs installed the final components to complete the repair on Friday, May 12, and the system is now operating properly. All work was completed under warranty. 
  

  On Monday, May 15, the General Manager of our solar group sent an email to the client to confirm that the system is operating correctly, to offer a personal apology for the delays and our substandard service, and to offer reimbursement for the loss of production of the non-functioning panels in her system dating back to July 2022 (which we calculated as $653.) 
  

  The client responded on Tuesday, May 16 to confirm that the system is functioning properly, and expressed appreciation for the compensation for lost system production.
  

  Were committed to each clients satisfaction, and weve already implemented several changes that will ensure a better response to this sort of situation in the future. We appreciate *********************** giving us the opportunity to make things right with her project.
  

  
  

*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. ↩