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Complaint Details
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Initial Complaint
11/06/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
"SolarFlair includes a 10 year full system warranty at no extra charge."My solar panels have been damaged by rodents. Company says warranty does not cover damage. The system was installed in 2017 and is still under warranty. Squirrels (presumably) have built a nest and chewed some of the connections under one of the panels, but the company says their warranty does not cover this damage. I think the company should have seen this as a probability (big trees right next to house!) and should have installed the system so as to prevent animals from getting under it. This seems like an obvious condition of installation.Their warranty says it that they will install it in a *******-like manner (see quote below). But leaving it so easily susceptible to damage doesn't seem "*******-like," are these terms defined somewhere more clearly? Do building codes say anything more specific? "All work shall be completed in a *******-like manner and in compliance with all building codes and the conditions and requirements of solar installers of the ************* Clean Energy Center (CEC) and the ************************** solar II Rebate Program."I brought this issue to their attentioon in SPring 2022.Thank you.
Business response
11/28/2023
Thank you for bringing this complaint to our attention and for providing us the opportunity to respond.
This solar system was indeed installed in a *******-like manner and in compliance with Building Codes. All proper approvals and permits were acquired; The system was inspected by the town and passed inspection.
Our company does include a Workmanship Warranty, which covers installation error only. Critter damage does not fall under that category.
Our company has reviewed the open service case we have with this customer. We were in active communication with the customer since the issue was brought to our attention.
We explained the warranties to the customer, letting her know that critter damage is not installation error, and that there would be service fees for assessments and repairs.
The customer, being aware of the cost of the assessment and that there would be a repair quote following the assessment, gave us permission to proceed.
We provided a quote for the repair in November 2022, and for a full year the case has been on hold, since the customer has not yet given us permission to proceed with repairs.
She told us the reason for the delay was due to other home repairs she was having done (HVAC and plumbing), and that she would get back to us. At that time, communication with the customer was amicable, and she had not indicated any dissatisfaction with our work or with our service quote.
We sent follow-*** to her multiple times over the next few months (most recently in May 2023), but received no response.
Our company strives to keep service costs for our customers as low as possible. We certainly understand the frustration that the customer is feeling. However, in our opinion, it appears that she may simply be attempting to have our company lower our costs in order to lessen the burden of having to pay for other unrelated home repairs over the past year,but unfortunately, we are unable to accommodate that request. We believe our service charges are fair; and the customer has been well informed and updated over the course of this service case. We will continue to strive to assist her in any way we can.Thank you.
Initial Complaint
05/11/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
SolarFlair was contracted to install my solar panel system in March, 2013. In the last year, I have noticed that several panels were either not reporting or under reporting. SolarFlair replaced several inverters , charging $249 to come out. This solved the problem of 2 panels, however, one panel is seriously underreporting and another is off line. They have informed me that the under reporting panel is ok (it is not) and that the specific panel is no longer made. Which leaves me with a useless warranty. What can I do?Business response
05/11/2022
We understand the customer's frustration, however, they are not without warranty. They were informed that the particular module is no longer manufactured. SolarFlair has been working with the manufacturer and also trying to source a comparable replacement on our own. We have sent several emails explaining this to the customer.
******************** has never given the impression of not addressing the customer's needs and will continue to do so.
Sincerely,
SolarFlair Energy, Inc.
Initial Complaint
01/06/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
On Sept 7, 2019, I signed a contract to have a base solar facility ($11,230.10) and a Tesla powerwall battery ($11,000) installed, for a total of $22,230.10. This contract was part of the Solarize Mass program; about 15 other people signed similar contracts, including both base solar facilities and battery backups, in the fall of 2019. On the date I signed my contract (9/7/19), I paid a deposit of $1000 (check #****, cleared). On 10/27/19, I paid an additional $13,799.57 to SolarFlair (check #****, cleared). So, over two years ago, I paid a total of $14,799 to SolarFlair. On Dec. 11, 2019, I received an email from ******************************* at SolarFlair stating that if my contract was signed prior to Oct. 1, 2019 and I was unable to claim the full 30% tax credit due to delays in installation because of SolarFlair's staffing issues, I would receive a credit of 4% towards the cost of my system at the completion of the project. Since my contract was signed before that date, and my system installation was delayed due to staffing issues at SolarFlair, and I was unable to claim the full credit, the cost of my full installation is reduced by 4%, making the total $21,340.90 ($10,780.90 for the base facility, and $10,560 for the Tesla powerwall battery). My solar panels were finally installed more than a year after I signed the contract, but I have received no information about battery installation since a group email sent in May of 2021, when I was told that SolarFlair would be "back in touch". Therefore, SolarFlair has been sitting on $4,018.57 of my money ($14,799.57 - $10,780.90) for more than two years. They do answer my emails or return my phone calls. As I mentioned above, I am not the only one in this situation; about 15 other people signed similar contracts with SolarFlair **** as part of the Mass. Solarize program in Northern Berkshire County. The company needs to make things right for all of us.Business response
08/15/2022
Unfortunately, this situation was a result of the pandemic starting (labor and permitting issues) and then the supply chain issues that followed. As a result SolarFlair was unable to secure product in a timely manner, which was completely out of our control. Depending on the payments made on account, there were customers that were owed a balance for Powerwalls and some customers that owed a balance to SolarFlair for their PV system, which SolarFlair installed.
All customers that had made any payment towards the procurement of materials have been refunded in full. This includes the customer here, who was also refunded the 4% of their installed PV system cost, as promised.
Thank you,
SolarFlair Energy, Inc.
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