ComplaintsforSmart Solar Energy Co.

• Initial Complaint

  08/04/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In mid April I contacted Smart Solar Energy in Portland, Or. and agreed to a solar system to be installed using DocuSign for all signatures. I had a 5 day window to cancel with no idea as to the credibility of the company because no services were provided to make a decision in that time window. The solar panels were in stalled in a reasonable amount of time and after that there have been nothing but excuses and delays and told items were on back order. As this has progressed nothing but lies and disinformation has happened. FROM MID APRIL TO AUGUST WE DO NOT HAVE A FUNCTIONAL SOLAR SYSTEM IN OUR HOME. Today 8-4-2021 I received an email from the finance company named Mosaic asking me to confirm a start date of June 4th because Smart Solar had sent them pictures of our completed and functional solar system, again NOTHING BUT LIES. PLEASE HELP PROTECT OTHER PEOPLE FROM SUCH ABUSE OF COMPANIES LIKE THIS!!

  

  Business response

  08/07/2021

  Hi ***,
  
  We saw your complaint with the Better Business Bureau and we’re hoping to talk to you about it. We want to give you the chance to vent and allow us the chance to clear some things up. From your complaint, we get that you’re angry and feel abused and we're disheartened that you went to the BBB to complain instead of giving us the opportunity to field your issues and hopefully solve them.
  
  We're not sure if your missive was written because you actually thought we abused you, or if you were just disappointed because your system isn’t operational. Your synopsis of the events isn’t based on the installation timeline we discussed, when we get paid as the solar installer, and when your first solar payment is due.
  
  We reviewed the terms of the solar loan and the timeline for install with you. Then we had you get onto a recorded call with the loan company. They went over all the details again with you, which you now are characterizing as abuse and lies.
  
  Specifically, your first payment was due either 90 days after install OR 15 days after the system is operational. You were told that sometimes this means your first payment is due before your system is producing power. Mosaic, the solar loan company, pays us when the system is installed–not operational. This was also discussed on the recorded call. We do not now state nor have we told Mosaic your system is running–your characterization about that is entirely false. 
  
  These are the exact words they use on all (recorded) welcome calls that you heard and agreed to both with us and with them:
  
  First Payment timing
  
  “We’ll make our payment to Smart Solar Energy once the solar panels have been installed on your house. Your estimated first payment to Mosaic will be due within 90 days after we make this payment to the installer, or 15 days after your utility company has granted you system permission to operate. Occasionally, this can mean that your first payment might be due before your system is producing electricity.”
  
  Secondly, by law, you have 3 days to cancel without penalty. We gave you 5 as you pointed out–giving you plenty of opportunity to back out if you got cold feet or felt something was off.
  
  We have no control over the timeliness of you utility company, Springfield Utility Board, the permitting or inspection entities or their schedules–those are beyond our scope of oversight. We’re at their mercy for timely and well-communicated next steps. Those are all things we arrange on your behalf, but we can’t tell them when to arrive and there’s no recourse available on our part if they don’t do everything they say they will on time.
  
  We ordered your battery, but because of Covid, many things are on backorder. We can’t request your solar system inspections until your battery is installed. And we can’t request operational permission from your utility company until the inspection is finalized. 
  
  Your payments on the solar loan don’t start until September 3rd which gives us time to get the system up and running.
  
  We’re a fair and honest company and we always try our best to keep our customers informed and happy, but based on your feelings, we haven’t done a great job of that with you and we take full responsibility for it. We never intentionally mislead or abuse any of our customers. The reality of getting solar in Oregon isn’t ideal by national installation timeline standards. We try and shield our customers from that as much as we can, even if much of it falls out of the scope of what we are able to control.  
  
  All that said, in order to salvage the project for both you and us, we’re willing to cover the cost of 4 more months of your loan payments above and beyond the six free months we already gave you as an incentive from buying from us. If you’re amenable, we're happy to send you documentation of the extra payments and a check.
  
  We also know that Mrs. ******* has a pottery barn that is in need of some electrical work. We are willing to take care of that work for free, which will equate to roughly $2,500.

  Lastly, we are hoping to have your backup battery within the next few weeks. We will then mobilize our entire install crew and do everything in our power to get your system inspected by your authorized jurisdictions and turned on by your utility company. 

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