ComplaintsforN.E.R.D. Power TX LLC

• Initial Complaint

  08/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Original date of the start of contact with nerd power and the agreement to start the process of getting solar panels was 7/26/22.I am paying about $44K for the panels. Today it is 8/11/23 and payments have already been made and solar panels are still not working. When I signed up in 2022 they said that Panels are normally up and running by 4 months. It has been over a year. On 4/20/23 they said my panels would be turned on. On 6/8/23 I reach out because I still dont notice a decrease in my electricity bill. Still over $400. An employee named ****** said normally takes 2 billing cycles. 7/20/23 we have an expo at work and I see a nerd power representative so I ask him to take a look at my panels. He said it doesnt look like they are working. He calls his boss a man named ******* and ******* agrees that they arent functioning. He looks up my account and says he would call me to discuss how to move forward. Nothing! No call no email. So I reached out to ****** and he said something wasnt working but I had warranty and sent me a tracking number. 2 weeks go by and I check the tracking number and its not even for m part and hadnt even been shipped, whatever it was. *** reached out to tell them they sent me a bad tracking number and I cant seem to get a response nor solution.

  Business response

  09/05/2023

  *******, I am so sorry that your experience has not been great with your solar system!  I reviewed your ac**unt timeline and would like to highlight a few things for you.  After you signed your **ntract on 7/26, we waited the standard 3 day ROR and approved your project to **mmence on 7/29. Your project **ordinator got in touch that day.  We **mpleted your site survey on 8/2. On 8/10 your *** design and engineering site plans were **mpleted.  We sent you the site plans and waited for you to approve them. Reminders were sent to you as the utility required your signature. You eventually approved and signed the plans on 9/2 and they were submitted to both utility and city for approval.  In the meantime, we **mpleted your attic work (insulation, duct seal, air seal) and your solar attic fan installation.  We received your permit from the city on 9/20 and **ntacted you to schedule the install on 10/6 (41 days from the date you signed your **ntract with us!)  On 10/3, we were informed that there was a delay in receiving your materials from the distribution **mpany, so we had to reschedule.  We **mpleted the solar panel installation on the roof, but your project required additional electrical work, which required an electrical shutdown, before it **uld be **mmissioned.  Your utility ** utilizes a 3rd party (********) to perform electrical shutdowns.  ******** took over a month to schedule your shutdown unfortunately. By 11/2, we had a shutdown date scheduled by ******** for 11/16. We were able to **mplete the electrical work on 11/16.  Prior to **mmissioning, both utility and city have to **mplete their inspections - we do not **ntrol their timeline - and the city finally scheduled your inspection for 11/30.  We notified you of this appointment and you said you would leave your gate unlocked, but you did not and so the inspector was not able to **mplete the inspection.  A new inspection had to be scheduled and the city provided the date of 1/10/23 for that and you were notified.  You had dogs in the backyard and so the inspector **uld not open the gate - he knocked several times, but ultimately failed the inspection.  On 2/6 we came back out to make sure the site was ready for inspection, but the city didn't notify us when they went out on 2/8 to inspect and were not able to inspect again!  A new inspection date was scheduled for 2/13, but again they didn't give us a time and failed the inspection again.  The inspection was scheduled again for 2/21, but the inspector rescheduled it for 2/22 and then he rescheduled it again for 2/27 - these rescheduled inspections were not in our **ntrol - the ******************* made it very difficult to get your job **mpleted! After more back and forth, your site finally passed inspection on 3/2/23.  Then the utility ** decided they wanted a change to the wording on the **ntract before they would allow us to turn the system on.  That required resubmitting all of the documentation and waiting for their 21 day turnaround time all over again.  By 3/23 we had a reapproved permit and a **mmissioning date scheduled by the utility for 4/18. Once the utility provided permission to operate on 4/18, we were able to finally turn your system on on 4/21.  Your system worked for a month or so, but then the inverter failed. Remember that once the system is **mmissioned, it is yours and therefore not our duty to monitor its performance for you.  It is your duty to monitor it and report to us if your system is not operational and we are happy to assist you with repairing it.  We happened to notice on 8/2/23 that your system was down and went ahead and **ntacted the manufacturer of your inverter and ordered a replacement for you.  Once the inverter was received, we swapped it out for you on 8/30 at no charge. Your solar system is now back up and running again.

  Customer response

  09/11/2023

  Complaint: 20455395
  
  I am rejecting this response because:
  
  The work has finally been done but only after contacting other parties who should not be involved. Like my work and the company in charge of putting together the expo where I learned about nerd power. Only then did I finally hear back from nerdpower. And as far as the events that happened, my dogs being outside and the gate being locked. That occurred because nerdpower was not communicating with each other and I was getting different dates from different people. I have attached screenshots of the confusion. Like I stated the work of finally done but I wanted the real version of what happened to be noted. 
  Regards,
  
  *********************************

• Initial Complaint

  10/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  12/23/21 was my original finance date to have solar installed at my residence. We are going in 1 year and my system is still incomplete. Per my complaint on ****** the owner stated that it was due to my electrical company rejecting the placement of the ** charger which I am being charged for I requested to remove the charger and issues a refund to the finance company this idea was rejected greed@ no doubt. My system was finally punt online but I am still awaiting the charge that I am being billed for mind you its been almost 1 year and the product is still on back order, but Nerd Power is behaving as though my installation is complete. I have reached out to this company on several occasions and I am requesting again to provide an invoice for the ** charger and either install my equipment or issue a refund to myself for the balance or to the finance company so my contract can be reworked. Poor customer service and shady sales tactics. I will be reporting this company to my HOA in hopes of baring them from door to door sales in the new section being built. ***** would have been a better option.

  Business response

  11/16/2022

  *****,
  
  We take these issues with extreme seriousness. We are very aware of your predicament and have been doing everything on our part to rectify the situation. We have been able to procure your EV Charger and working as we speak with our technicians to have this installed at your residence before the end of the month. We understand that these issues are extremely stressful. There are supply constraints that have put not only our company but the entire industry in a difficult spot. We strive to follow through with the agreements we make with our customers in installing their solar systems. Your case is not different and we will ensure that the equipment you requested us to install will be.

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