ComplaintsforDawn to Dusk Solar Consultants

• Initial Complaint

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Last year I had solar panels installed in my home. The panels were supposed to produce 9000 kilowatts per year they are not producing anywhere near that. I am getting a credit of a couple of dollars every month from my electricity company and now I have to start paying for the panels at 244 a month for a system that is not working properly. I have contacted the business number out times and they say the system is working as designed but have not sent anyone out to check it. They instead offered to renew the monitoring service for another year and reduces the amount of kilowatts produced in that letter to 6000 kilowatts per year, the system is not producing that either. I have contacted them and they tell me that they are not responsible for the production that the installer is. I cant get a straight answer, I asked for an address where I could send a demand letter and they told me that the address listed is a warehouse and they dont check the mail. I asked them for an address and contact information of someone who could assist me and they said they would email it to me and I have yet received anything. I am now responsible to pay for **************************************************** My credit has been impacted, my finances have been impacted now my electric bill and the payment to the finance company Mosaic are twice as much as my energy bill was before the panels were installed. I need for it to work or for them to remove their panels and clear the balance I owe to Mosaic, who I also hold accountable for the misrepresentation and deceptive business practices. The more I research and speak to different people this is a predatory business who should be held accountable.

  Business response

  04/15/2024

  To whom it may concern,
  We have addressed this issue regarding the significant shading and steep roof on the home. We have also addressed that the system is producing exactly what it should produce given the as-built plans. The customer signed off on the relocation to get the best possible sunlight. The provided pre-survey Solargraf proposal is not reflective of the actual slope of roof nor shading of home and this was communicated to customer at site visit and at installation. We have been out to check the site and can read all error messages and reports to confirm that it is doing as intended. Customer also has a third party production guarantee which has never been triggered to my knowledge. We received a demand letter and responded to the customers lawyer regarding the demand. It is also highlighted within our home improvement agreement that any issues with offset, sizing, production, or sales are to be addressed with the sales organization responsible for the sale as we are solely responsible for the installation and servicing of the system. This has been reiterated multiple times and the customer has been encouraged to reach out to *****, their salesperson who works for a different company than ours. In summary, the customer has been contacted through their lawfirm by our lawyer regarding their demands, we take no fault or responsibility for the sales practice as this was done by a third party and we simply built the system which was sold, and improved upon the layout. Finally, the customers usage has dramatically increased as a result of a barbershop which is now being run out of their home. This has a further negative impact on their after-solar bill.
  
  

  Customer response

  04/16/2024

   
  Complaint: 21577449
  
  I am rejecting this response because:

  I was never contacted by the business. I do not run a barbershop out of my house. They have not sent me any letters. Or have not given me the information of who to contact in regards to the responsible party. A signature in a cardboard box is what they are referring to, which coerced by the installers. I would like to have proof of such communication as I have not seen all the information they are referencing. I am formerly requesting all proof in email or mail form. I need the contact information of who is the responsible party in this communication as well and the proof that a barbershop is being ran out of my house which is absolutely absurd. 
  
  Sincerely,
  
  *************************

  Business response

  04/17/2024

  We are disappointed by the customer's frustration and would like to assist and clarify.
  
  We have two customers with nearly identical names - the customer is correct that the barbershop issue is unrelated to their home and we appreciate the patience in making that correction.

  It is crucial to reiterate that we are an installation company. We do not do sales. The third party company, Sunrise Solar, a franchisee of Solarverse, was the sales company. Their proposal was a pre-installation, pre-survey proposal. Furthermore, per our contract, it is imperative that the customer file a complaint not with our business, but with the third party sales company, Solarverse and or Sunrise Solar. Our contract clearly states, "Homeowner explicitly accepts and agrees that all representations and promises or agreements made during the solar presentation by the salesperson or energy consultant are solely made by salesperson or energy consultant. Contractor is a fulfillment partner and will be held harmless regarding the ultimate performance or offset of system. Furthermore, Homeowner agrees not to disparage nor negatively review Contractor regarding performance or offset as Contractor is solely a fulfillment partner working with third party energy consultants for the benefit of Homeowner." The customer is not following the contract regarding this point. The independent contractor who sold this system would be the entity relevant to speak with. 

  
  The customer's lawyer was sent a reply on March 26th. If their lawyer did not provide this to the customer, that is not something we can control. 
  
  Our practice is to confirm any changes in layout with customer by signing the updated layout. Whether it is on paper or cardboard is not relevant - it is a job site and requests a confirmation by customer. There was no coercion. The initial proposal and design was less productive than the final design. This is because the initial proposal made by the third party did not account for shading or roof pitch. Per the customer's lawyer, we sent the reply to the demand letter over. We are happy to review the customer's usage, determine the changes to the usage, and provide options and resolutions to reduce the customer's utility bill. The customer may also consider switching to an alternative rate plan such as Free Nights which would potentially allow them to dramatically reduce their charges related to night time usage.
  
  The first step is to send a copy of the customer's bill, ideally along with smart meter interval data, to ****************************************** Again, all issues related to performance of the system compared to the proposal are the issue of another company. We are an installer, not a sales company. **** to Dusk is more than happy to evaluate if the customer does in fact need more panels or something added to their system to achieve the offset that they anticipated. We are unable to make any recommendations without insight into when and how much energy the customer is using. 

  We kindly ask that the customer take their issue with regards to proposal vs actual production to the third party sales company that created the proposal and made the sales agreement since they would have been far more privy. We are an installation company and our contract highlights this explicitly. 

  Customer response

  04/17/2024

   
  Complaint: 21577449
  
  I am rejecting this response because:
  
  I need the ******* contract resent, so that I may sign that and get the protection that is necessary for the monitoring piece. I will continue to utilize this resource as form of communication as this is there only way I was able to get clear information and response. I appreciate and expect that we continue to work through this issue with only the facts and not accusations or assumptions that as proven are muddying the water and hindering clear communication. 
  I will also email the bills, and will file the complaint with Solarverse/Sunrise Solar, do you have contact information for them? All the contract information including the info that you are referencing has **** to Dusk so I used that as the point of contact. I am learning the intricacies of the Solar systems, solar industry, regulations, as I am asking questions and being an advocate for myself and using the resources necessary to support my cause which is getting a service in return for my investment. My goal is to get the system to work as designed. My expectations is that we move forward without accusations, talk through these facts and continue to find a resolution to this issue. 
  
  
  Sincerely,
  
  *************************

• Initial Complaint

  05/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In November of ************************ Solar Panels . I reached out to this company. I spoke with a lady by the name of ********* within a few weeks the company sent out technicians the panels were installed we have four large dogs and were concerned about where they placed the control box it was within the reach of the animals when concern was expressed the technician assured us the box was very sturdy We allowed the dogs to go outside they immediately destroyed the box so the panels do not work I have spoke to several people to try and resolve the problem we just want the panels to work are they can remove them. The last man to come out in February told ** he would order a new box and place it i=in a better area we never heard from him again

  Business response

  05/25/2023

  Hello ******************,
  After a thorough review of the facts surrounding the matter, it is our determination that **** to Dusk cannot be held responsible for the incident involving your dogs and the destruction of the antenna which was eaten by your dogs. 
  First and foremost, it is essential to highlight that **** to Dusk fulfilled its obligations by promptly sending out technicians to service the solar equipment on your premises within days of your initial inquiry. In fact, we actually sent out multiple technicians multiple times to resolve the noncommunication issue, but when it was determined that a dog had eaten the equipment it was determined that this, like any damage to any piece of personal property caused by a pet, is the responsibility of the homeowner. 
  The installation process was completed to code, passed both city and utility inspections, and it is worth noting that the placement of the control box was assessed and approved by both. While the system *** not be reporting, it is producing as this was confirmed on-site by a technician. While an install technician *** or *** not have been asked to install differently on the day of installation, they are instructed to install to plans and code specifications within company guidelines and not to deviate - especially when it comes to electrical equipment installation placement. 
  While we sympathize with the unfortunate destruction of the communication kit on the inverter by your dogs, it is crucial to recognize that **** to Dusk cannot be held liable for the actions of your pets. It is the responsibility of the pet owner to ensure the safety and security of their animals and take appropriate measures to prevent any potential damage to their solar equipment.
  In your correspondence, you mentioned that the last technician you spoke to in February mentioned ordering a new control box and relocating it to a more suitable area. However, it is essential to note that this verbal assurance does not establish a binding contractual obligation on the part of **** to Dusk. While the technician's promise *** have been made with good intentions, a technician is not authorized to speak on behalf of **** to Dusk with regard to replacing equipment damaged by a customers pets. 
  **** to Dusk would be more than happy to find a provide you with a quote for replacing the cellular communications kit damaged by your dogs, as well as providing a guard box or moving the inverter out of reach of your dogs.

  Customer response

  05/27/2023

   
  Complaint: 20067989
  
  I am rejecting this response because:this was addressed  immediately.They never offered  a guard box the dogs were visible  when addressed  we were  told by the technician  the box  could  not be destroyed  by the dogs.
  The ********* said it should've never been placed that low a three year old child has access to it being so low. He offered  a reasonable fix for the situation. And I asked if he could be the one to fix it or at least supervise the work that he said wouldn't even take a full hour if the tech can't speak for the company why take the word of the first tech. Who made the wrong call and installed it to low I sent them pics one hour after the tech left and the ignored the situation. I have a full electric bill has not changed and now a bill for panels that are not doing the job they are supposed to do.
  Sincerely,
  
  *************************

  Business response

  05/30/2023

  ******************, 

  You are more than welcome to speak with your energy consultant regarding the offset or output of your system. 

  As we are a fulfillment partner, we install to code and plans. There is no issue with the placement of the panels and it is unheard of that a pet has "eaten" the solaredge inverter. As you are the owner of your system, you are responsible for making sure that it is on and producing. If you cannot provide system communication because you will not repair the product damaged by your pet, we are unable to assist. The work was done to code and approved by both city and utility. 

  We would be happy to quote the replacement and repair work for the damage done by your pet. Unfortunately, there is nothing we have done as installer which would cause the system not to function. The damage is done by your pets as you have confirmed.

• Initial Complaint

  12/07/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  In late September we had a salesman from Vulture Solar come to our house and sell us on a solar system for our house. We agreed to a price and wrote up a contract for that price. $12500 of the financed price was also to include the replacement of our Heating and Air conditioner. We were told by the salesman that within 72 hours a representative from Dusk to **** Solar company would come and do an assessment of our property to determine if any additional costs were to needed. After the assessment we received confirmation that no additional charges were required. A few weeks later Dusk to **** came to our house and did the installation. They never communicated to us at any time that additional equipment or labor was required. The installation was completed and then a few weeks later when the job was funded by the bank we were told that Dusk to **** took $5700 from our AC money to pay for items that were never disclosed or approved by the homeowner. It is very clear in their contract that we signed that all change orders must be signed by the homeowner. Charges included: $1050, multiple attic runs, $1850 Enphase upgrade, $2800 steep roof charge. There is no reason these could not have been identified during the assessment and disclosed to the homeowner before the install. This is an unethical practice and I demand my money returned. We are in the process of consulting our lawyer and actions will be taken if this is not resolved!!!

  Customer response

  12/25/2022

  This complaint ended up being a misunderstanding between our salesman and **** to Dusk all money owed was paid and **** to Dusk was ultimately not at fault. I would consider this closed!

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