Original Reply on: 9/17/2018
Thank you very much for your feedback and sorry if you felt we did not provide the services you were going to receive.
You have contacted us originally on Sep 4th via our company general line. We have communicated with your husband Andrew on same day at 10:16A. You have requested us to go through your SDGE bills and your solar system monitoring account to make sure the system is functioning properly. Based on our records, we had the same conversation with Andrew on August 7th and we assured him that the system has been functioning properly.
We then contacted Andrew via phone on September 4th and explained to him how SDGE net metering program works and we were on the same page that the solar is working as planned.
As an extra step, we offered Andrew to look at your SDGE account to make sure everything is good on SDGE end also. Andrew provided access to your SDGE account on the same day and we had our engineering team take a look at that to make sure everything is working perfectly.
I personally checked your monitoring system same day and texted Andrew at 4:33P that the system is working properly.
We then received another request on Sep 6th from Andrew about the system saying the system is not functional. Since we wanted to make sure the system is properly working, we asked Andrew to provide pictures of your inverter and after multiple text messages and calls, we confirmed that the system has been working and only the solaredge monitoring system has been disconnected from the internet.
Then same day at 5:50P Andrew requested a service tech to come out to check everything to make sure the system is working. As company policy, since the system has been performing above our expectations, I mentioned to Andrew that if we come out and we do not find any issues with the system, there would be a service charge. We confirmed that everything was functioning by looking at the monitoring system.
Then Andrew mentioned that he thinks SDGE is "doing something wrong to their bills" and asked us to verify everything on your online SDGE account again.
I have personally spent hours on Saturday the 15th going through your hourly consumption report in SDGE website as well as your hourly solar production report in Solaredge monitoring system and found no problems.
I then sent you a detailed email with solaredge production report and your SDGE consumption report.
As I mentioned before, Aug was really hot and everybody including the ones that have solar in San Diego have paid 2-3 times more than before. I was also told that you have purchased another EV which also increased your consumption. The solar system can only produce so much power and if you consume more power than what the system was designed to produce, you will be paying a high electric bill. This was explained to you when we originally met and I have your written proposal which explains how the net metering works and how much the system will produce.
As of now, everything is functioning but your monitoring system was disconnected again from the internet on the 16th. Once you plug it back to power or internet, the data will upload again.
Our system has produced more power than anticipated and it has been functioning with no issues.
I have attempted to call you today and texted Andrew. I would like to send a tech out at no cost to a) completely check everything to give you the peace of mind you are looking for, b) wash the panels at no cost. I would also like to personally come out to explain the data once more in person to make sure we are on the same page.
We are proud of our level of customer service and we do understand there is mis-communications always along the way and even-though we have reviewed your monitoring system data and online SDGE bills multiple times, I am willing to take an extra step to go over the information again.
Thank you and I am looking forward to hear from you.
1/17/2019 UPDATE/ 1/17/2019 UPDATE/ 1/17/2019 UPDATE/
It has been 4 months since this review was posted and we have made attempts via phone, text message, email, mail, and site visit to communicate with Nguyen and Andrew and we have received no communications or any replies back to any of our attempts.
To be exact, we made 8 calls, 4 messages, 5 emails, 1 mailed letter, and 3 visits to the house and the customer has not responded to us. At this point, we will consider this issue closed on our end until the customer contacts us.
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