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Complaint Details
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Initial Complaint
04/28/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I had my solar system installed by NW Wind & Solar in Nov of 2017. Part of what drew me to this company over the others was their year 3, 6 & 9 maintenance & service package that was included in the job. I was told that this included a cleaning of the solar panels at the service time as well as an inspection of all the equipment. I know for me that it said that they were a company that was interested in maintaining a long term relationship and ensuring that we were going to get the most out of the system that we were spending $30,000 on. Now that it is time for my first service & maintenance they are denying that the cleaning was ever part of the package. They have put off all the residential customers onto another company for the service & maintenance since they are no longer focused on residential. I am not the only customer asking the other company for my panel cleaning so I know I wasn't the only one told this. They need to pay for what we were told that the service entailed.Business response
05/12/2021
Dear *******,
I’m so sorry for the confusion and frustration you have experienced with our solar division. As our company has merged there has been many changes for growth. This was a miscommunication with our team, because we are still honoring and taking care of our existing clients. We are no longer installing new residential solar, it’s now commercial only.
We will continue to care for your service and maintenance for the 3 year, 6 year and 9 year as stated in your operations and maintenance manual on page 6. Cleaning however, is not included for your solar panels.
Today is May 12, 2021, our team went to your home and cleaned your solar panels as a compliment for the inconvenience we caused you. Service and Maintenance was done as well per contract.
Thanks so much for letting us know. Your feedback is valuable to us.
Sincerely,
Lynette S*****, Office Manager
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.