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Complaint Details
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Initial Complaint
02/14/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
In March 2022 I signed an agreement with the stated company to add solar panels to my home. I waited a few months and no site visits or contact was made. I called and was told that per the agreement that they had 6 months to install panels. 6 months would place me at September. During this time no site visit or contact was still made. I started to call the office asking for updates and just got multiple reasons why they were behind. Finally in October they scheduled a site visit, missed the appointment and said they would come out another time. They said in November they turned in the permit to the city of Oxnard CA. I kept on calling the company for status updates and was told the city was delaying it. I made contact with the city and the permit was turned in with errors and incorrect information. When I contacted the company Headquarters about the delays and requesting to use another installer I was told that I signed an agreement with this installer and can't change. They have exceeded the time listed in the contract and after months of requesting updates I contacted the city again. Permit was again rejected for incorrect information on 1/26/2023.
Business response
03/09/2023
The contract was signed in May, the original site audit was conducted in June, and the plans were drawn up and submitted to the City of Oxnard. Due to supply chain issues, we had to change the plans in August, so we did an additional site audit to verify measurements. We then redrew the plans and submitted that set since we had not heard back on the previous submission. Our team reached out to the City of Oxnard, went in person, and provided them with extra-stamped PE plans. The "errors and corrections" have ranged from the inconsequential, such as the manufacturer produced datasheets not being legible enough, to the more serious, such as the need for additional engineering on UL-listed and engineered equipment. In the time it has taken us to submit the detailed, but very straightforward plans to the City of Oxnard, we have had projects approved by eight other AHJs without any corrections. Although we have spent many hours, paid engineers, paid for permits, CAD drawings, and printed plans several times, we would never tell a customer they cannot change or cancel, so we are not sure to whom he spoke. Over six months have passed since Mr. Redding's equipment was delivered to us; we are looking forward to installing it as soon as the permit is granted.
As a result of their inability to work with us, we have terminated four other contracts and turned away many Oxnard-based customers. Despite our best efforts, this project has been delayed due to multiple issues that were beyond our control. We have contacted Mr. Redding regarding the current status of the job, and he has requested that we continue to work on it and complete it as soon as possible.
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