ComplaintsforCoast to Coast Solar, Inc.

• Initial Complaint

  09/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  September 23 we contacted Coast to Coast to investigate a ceiling leak that developed in our bedroom.This was the 2nd leak that occurred since having solar panels.Coast to Coast believed it was not caused by the solar panels but offered, in writing, to remove and reinstall the panels at no cost.Coast to Coast emailed us stating that the roof was aged and showed signs of ponding prior to their install. However, no one from Coast to Coast informed us of any possible issues with our roof nor did they recommend that we get the roof inspected prior to install.We hired a roofing company to install a new roof which is now *** material.We hired a lawyer with the belief that Coast to Coast should have advised us of the roof conditions prior to installing the panels and due to this negligence should cover the cost of the roof repair.Coast to Coast was made aware that the roof was now *** and they agreed, in writing, to work with our roofing company to support the install of the panels on the *** roof.Coast to Coast responded to the demand letter from our lawyer with the following offer:-Reinstall the panels at no cost on the *** roof -Cash offer of $2500 -Dissolve the existing *********** we neared the end of our negotiations Coast to Coast stopped responding.Since they stopped engaging with our lawyer, the matter was escalated to ******** the lending company for the solar loan.Both my wife and I had a call with **** ********, one of their partners. He was very disrespectful, unprofessional, told my wife she should go crawl into a hole, cursed at me, mocked me, and told me he could say whatever he wanted. **** stated that Coast to Coast does not support *** roofs and when we asked him when this change took place he said it didnt matter. **** also stated that he would never help us giving the impression that they never truly intended to help us.Our solar panels have been sitting in our backyard on the ground for almost a year.

  

  Business response

  10/07/2024

  We were contacted by this customer in Feb 2021 that she had a leak into her house. We sent our lead technician out to inspect the situation at no charge. They inspected the area and found that it was an issue with a seam in the roof and not related to the solar installation. It was recommended at that time that she contact a roofer. The area was sealed by our technician to try and help until a licensed roofer could get there. We would have thought at after the initial visit, the customer would have contacted a roofer right away. We then never heard from the customer again until August of 2023 stating she had another leak into the home. We once again sent one of our lead technician's at no charge to the residence to inspect the issue. That technician found the same issue with one of the roof seams and recommended that they contact a roofer. The customer was then under the impression that we were liable for the cost of the roof. We informed her that the issue wasn't related to the solar, but from our investigation her roof was well past it's life span. We are a company that always tries to help our customer's when we can so we verbally agreed to remove and reinstall the solar so she could get a new roof. We completed the removal on Sept 30, 2023 which would have been a cost of $5,500 to any other customer. We then a month or so later were served by her legal council a demand letter to cover the cost of her new roof. We then contacted our legal council and hired him to resolve the issue and communicate with her attorney. This caused several hundreds of dollars additionally that was not necessary in attorney fees. The attorney's went back and forth for a few months. There were delays from both attorneys which was out of our control. We were then advised by our attorney that we have no contractual responsibility for any costs associated with the new roof installation. A week or so later, our attorney was contacted by their attorney stating that he was no longer representing his client and that it was up to us if we wanted to try and work with the customer directly. The type of roof that was installed is a specialty roofing material that requires different hardware than what was originally used. Coast to Coast Solar will not install the system on this type of roof nor take on any liability for it in the future. We feel we have already gone above and beyond what were contractually obligated to provide with several thousands of dollars out of pocket. It is unfortunate that this issue continues to go through these channels. We truly were trying to do something nice to help out until we were served with a legal Demand Letter once again asking for more over and above what we had already agreed upon with the homeowner. 

  Customer response

  10/13/2024

   
  Complaint: 22349231
  
  I am rejecting this response because:

  Coast to Coast is continuing to lie and misrepresent the facts in order to avoid culpability.  
  
  Coast to Coast never advised us to have our roof checked after the leak in 2021.  We have written documentation from Coast to Coast stating that we should keep an eye on it.  We followed their guidance and the leak never returned. 
  When we first developed a leak in our bedroom, we immediately called our roofing company.  They observed puddles specifically at the feet of the mounts and believed it to be the solar mounts. It was difficult to confirm, because the panels had not yet been removed. 
  In speaking with the roofing company that performed the inspection, he did state that a roof with ponding issues, will have seams that fail with the added weight over time. 
  Coast to Coast is refusing to acknowledge their negligence to inform us that prior to their install, they observed that our roof was aged and showed signs of ponding(structural issues).  If they believe that they are in the capacity to make roof inspection recommendations, they should have recommended that we speak to a roofer prior to starting the project. An aged roof and a ponding roof, would likely have issues sooner rather than later. As a consumer, it is negligible not to have informed us.  
  An aged roof with ponding issues will eventually need to be replaced.  It was almost as if we were setup to fail. 
  We have written evidence that Coast to Coasts lawyer stopped responding to our lawyer for at least a month. I have written communications with my lawyer asking if theres anything we can do to get them to communicate with us due to the radio silence. 
  Our lawyer stepped away only after all attempts to reach Coast to Coasts lawyer were unsuccessful. My wife and I assume that the lawyer, at Coast to Coasts request, stopped responding. If what we are saying is untrue, Coast to Coast should furnish their last communications with our lawyer. 
  Coast to Coast disappeared from the negotiations and they will be unable to prove otherwise.  
  Coast to Coast is refusing to acknowledge that their counter offer to our demand letter was to reinstall the panels on our TPO roof and a payment of $2500. This alone proves their statement of not supporting our roof material is either a lie and/or they lied about ever trying to help us. 
  They are refusing to acknowledge the very unprofessional and offensive phone call that we received from their partner. 
  They are refusing to acknowledge that in writing, they agreed to work on our new roof with the new material. They also agreed to coordinate with our roofing company.  
  They are refusing to acknowledge that their partner told us that even if we had the right roofing material, they still would not help us. 
  
  With the continued lies and deceit from Coast to Coast, we believe they had no intention of completing the job.  Prior to having the panels removed, we received a call from Coast to Coast where the gentleman we spoke to was upset and disappointed that they offered to remove and reinstall at no cost.  He said that they shouldnt help us at all and that he wasnt giving us a dime. While Coast to Coast says one thing, their actions are entirely different. Again, everything I have shared with you can be proven with written and audio documentation. 

  
  Sincerely,
  
  ******* ******

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