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Complaint Details
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Initial Complaint
09/07/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I signed a contract in Aug 2022 for Reno Solar to put solar panels on my roof and a backup battery system of 10kWs. In a few days it will be 14 months and the system still has not passed inspection. The cost of the system was over 36,000. This was all paid. The work done has failed inspections 7 times. The last failure was 3 weeks ago when the NV Energy inspector said that a shut off for the batteries was in the wrong place ( a fence between the main panel and the shutoff). The representative from NV Energy said that the electrician had not read the NV Energy flier for placement of shutoff from battery packs. For the last 4 months Reno Solar has been paying the electrical portion of my NV Energy bill. I have contacted Reno Solar 2 times in the last 3 weeks with no schedule set for solving this latest problem. At this time I have no confidence that this project will ever be done, so I am contacting you for help.
Business response
09/29/2023
**** we are incredibly sorry about what you've gone through. You're correct on the majority of this, and I can take full responsibility for your system taking WAY longer than it should have. This is not how we do business, and you have been the exception to the rule, not the rule. I can say that some of the reasoning behind this, was a transfer from one company to the other, as well as NV Energy changed their rules multiple times during your battery installation, causing a few failed inspections (because we built it for one rule, and they inspected it based on another rule). We are at the finish line though, and I promise I'll do something to make it up to you, including coming to visit you. Again, I take full responsibility for this. We do 1-3 installs a day normally, and I hope and pray I never have another customer go through the experience you have. I will make it up to you.Customer response
09/29/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*******************
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.