ComplaintsforDiablo Solar Services, Inc.

• Initial Complaint

  10/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The solar system is not preforming correctly and when contacting the installing company they after an extended amount of time sent a technician out to diagnose the problem, finding was determined to be an optimizer if not multiple units photos of test voltages were taken but only one (1) was shared with me the owner. At this point Solar Edge was contacted requesting a replacement part to be installed by Diablo Solar. Solar Edge agreed and shipped the part , but Diablo Solar has refused to install the part in respond to me, saying they have no proof of a fault in the system even after they have been forwarded the email from thier own employee. I had to hire an outside agent to install the part at a cost of ****** This plus the cost of the extra electricity due to the lack of production from the array has been excessive considering the system was paid for in full upon installation and is less then 2 years old and this iscthecsecond failure for the system.

  

  Business response

  11/03/2023

  See attached for response 

  Customer response

  11/09/2023

   
  Complaint: ********
  
  I am rejecting this response because:

  Good afternoon this is a response to case # ********.

   

    Hello, *************** to the reply that ***************************** has posted in response to my complaint. I will not ***** to slander or defamatory remarks or statements, I will simply state what has happened to the best of my knowledge including emails as proof so please open all attachments that are included.

   

    I have contacted Diablo Solar because the solar system they had installed was showing signs of not working correctly again, this being the second failure within less than two years after installing the system on my roof. After several calls ************* came out to inspect the array to see if there was in fact shading occurring which would be causing the problem at the time she arrived after **** the only shading she could see was some from the chimney due to the sun being on the other side of the house, so a tech was scheduled to come out and test the array. Upon his arrival and testing it was determined that the Pannels were working fine but the optimizer on unit 1.2.11 was not and photos were taken of the low production as proof. At this time the tech gave me a card and said that I may be able to get faster service by contacting Solar Edge directly. I thanked him and tried to call Solar Edge to no avail, so I waited until Monday afterwards and was able to get through. At this point I was able to get a case number started. I called *************. And shared the case number with her so she would have all the information for her email which she had not done as of yet, she thanked me and hung up.

   

   I waited two weeks and had not heard any news from anyone as to the status of the repairs, so I contacted Solar Edge and got through and after identifying myself and giving the case number I was informed that the case had been closed! I asked why? And was told due to a lack of information or email to follow up on the case. I then asked if the person had contacted anyone to let them know that the case had been closed. The answer was no! With no reason as to why. I then asked if the person on the phone could find the email from Diablo Solar that had been sent in? After a moment of searching, they did find the email and reopened a new case with a new case number. At this point I thanked the person and asked to speak with a supervisor. At this point I was connected with *****************************. A supervisor working for Solar Edge and after a long chat he asked for the copies of the email with the photos since they had not been sent the first time, I told him I would work on that and get back to him ASAP.

   

   I then contacted ************* asking to have her send an email including the photos showing the results of the test made on the array. She did send me one set only and I forwarded theses to ******************************************************** and followed up with a phone call to ******************** who said after seeing the photos that the optimizer would be mailed within 7 business days. Afterwards I left a message with ************** stating that the part on its way and if she could follow up with the other photos, I would send them along as well. Also, when the part arrives when could we please get someone here to install it?

   So now the part arrives I contact ************* to get it installed and get no response from her. But now ****************** has started emailing me stating that in his knowledge the system is fine to be brief, this is stated in his response. He also states why dont I install the part myself? To which I state I am disabled and do not have the tools to do the job correctly. Then he says he would charge me a service call in excess of $ ****** plus an hourly rate to do the work and I could contact Solar Edge for a refund. Simple reply was NO! I also contacted Solar Edge to see if they had someone or new of anyone who would do the work the response was no, they did not and they would not repay work done as suggested by ******************.

   

   I have sent various emails to prove my case to ****************** including the emails from ************** with the photos showing the poor performance of the optimizer only to be ignored and slandered for no reason, I have done nothing wrong, and I am only guilty of trying to help.

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

• Initial Complaint

  03/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Diablo Solar has failed to perform on the contracted 10-Year ************* Warranty obligation on two separate occasions during the Warranty period 11/20/2012 through 11/20/2022.1) Most recent system failure notification: July 19, ******) Previous system failure notification: on or about July 26, 2016.On or about, July 19, 2022, I made the first trouble call to Diablo Solar and informed the receptionist that my PV system has an underperforming Inverter/PV panel module. I also submitted an online service & repair request on the Diablo Solar webpage. On Oct. 4, 2022, after numerous calls and a resubmission of the online service & repair request, I received an email dated: Oct. 4, 2022, providing a scheduled site visit for Oct. 10, 2022.During the Oct. 10, 2022, visit the techs swapped two panels to diagnose the inverter/PV panel combination failure. On Dec. 1, 2022, I received an email with Invoice# ******, as an attachment, requesting $230 payment for the system diagnostics services provided. In the invoice comments, is an estimate for $780.18, replacement cost for 2 each PV panels with additional labor charges.On Dec. 1, 2022, I replied to the Diablo Solar email, RE: Invoice #****** with a copy of the Diablo Solar Services 10-Year Warranty Form, Signed 11-20-12. Note: This Warranty dated, Nov. 20, 2012, is not the 10-Year Parts &Labor agreement as indicated in the Oct. 12. 2012 signed Contract.In early Jan. 2023, I received a Past-Due notice for invoice #****** On Jan, 12, 2023, I replied with second email to Diablo Solar with a copy of the System installation Contract, CSI Program Warranty, Diablo Solar Services 10-Year Warranty and ************* PV Panel Warranty.On Jan. 12, 2023, 7:23 PM. I received a phone call from *************************, Call Summary: Diablo Solar was not going to pay for problems with the system they installed in 2012.

  

  Business response

  04/10/2023

  See attachment for response 

• Initial Complaint

  09/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Equipment (solar sensor) was improperly installed. Spoke to company to have them correct the issue and got a verbal confirmation that the work would be covered. Came out and moved the sensor, only after having to follow up with them multiple times, having them come out and tell me it couldn't be done the first time they finally showed. Had to argue about it being able to be done and show them how easy it could be. Finally got another appointment and they came out and corrected their original error. And then I was sent a bill for it despite being told I wouldn't be charge to fix the improper installation. I complained to the company about the bill, and after being spoken to rudely and being told they'd call me back after running it up their management chain. I never heard back. Followed up a month later to find out they spoke to the owner who decided I wouldn't be charged for the correction of their work, but that they would no longer be servicing me and my address. Then received the bill again in the mail despite being told the matter was settled.

  

  Business response

  10/21/2022

  Hello ******,
  
  Thanks again for your patience with us.   As promised, attached to this email is my official response to the complaint filed by *********************
  
   
  Please let me know if you have any questions.
   
  Thanks,
   
  *************************
  President
  Diablo Solar Services, Inc.
  5021 *************. #2
  ********************  94553
  ************ (direct)
  ************ (main office)
  ************ (fax)
  *******************************************************
  www.diablosolar.com 
  37 years...24,000+ Solar Systems Installed...1 Local Company...Diablo Solar! 
  

  
  

• Initial Complaint

  12/31/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Business installed solar in 2019. They called their own roofer to subcontract work and never paid the ****, resulting in a lien on our property. The owner ************************* stated several times in writing he would pay the lien and hasn't responded to my demands.

  

  Business response

  02/15/2022

  On Feb 11, 2022, at 3:58 PM, ************************* <*******************************************************> wrote:

  I acknowledge the delay and again apologize.

   

   However,  facts are facts and in now way is Diablo Solar 100% responsible. 

   

  You two can work out your issues. Let me know when you two, or the courts, decide on a solution.  (You two refers to *************'s)

   

  ***** Raymond 

  Emails related to the above response:

  From: ************************* <******************>
  Sent: Friday, February 11, 2022 3:27:22 PM
  To: ************************* <*******************************************************>
  Cc: ********************* <*********************>; ************************* <***************************************>; ***************************** <*****************************>; Flat Roof Pros <*********************>
  Subject: Re: ************************************* Pros vs. *************************, ***********************, **

   

  ***** and ****,

   

  Knowing how court works, please send me the legal documentation where I signed the contracts. 

  I was refunded from Flat Roof Pros and I was told several times by you verbally and in writing that you would remediate this $2,500 ****. You have failed to contact me, until I filed a claim with the Better Business Bureau. 

  Upon receipt of the signed contract in question of the $2,500, I will consult with our attorney. 

  Regards,

  ******* Ortiz 

  Sent by ******* from my IPhone

  On Feb 11, 2022, at 15:16, ************************* <*******************************************************> wrote:

  *******, I know, but FRP is contradicting what you told me back then. How am I to know what the truth really is?

  I find it hard to believe that they would work on your house with neither a valid contract nor confirmation from the homeowner. Possible, but highly unlikely. 

  Conversely, I truly believe that you were genuinely surprised when you learned of the second **** for $2500. They should never have started work without making 100% sure that you were ready and understood the financial terms. 

  Either way, we helped create the problem, and I acknowledge that. But based on the facts as presented this week, I cannot imagine how Diablo Solar is 100% responsible. I will pay my fair share, and I suggest you both do the same. 

  ***** Raymond 

  President 
  Diablo Solar Services Inc. 

  ************ (direct) 

  ************ (main office) 

  *********************************************************** 
  
  37 years in business... ****** solar systems installed... 1 local company... Diablo Solar! 

  ---

  From: ************************* <******************>
  Sent: Friday, February 11, 2022 3:06:48 PM
  To: ************************* <*******************************************************>
  Cc: ********************* <*********************>; ************************* <***************************************>; ***************************** <*****************************>; Flat Roof Pros <*********************>
  Subject: Re: ************************************* Pros vs. *************************, ***********************, **

   

  ***** let me remind you of an email you sent to me over a year ago. 

   

  You have seemed to drop the ball many times during the duration of this fiasco that your company caused. I did not re sign a contract with Flat Roof Pros, nor did I ever know who *** was or contact him to request services until they already installed the boots on our roof and ***** advised they wouldnt work. I paid Flat Roof Pros the amount that we owed them. We will not be making any additional payments at this time. Please see your email below;

   

  Thank you very much for the update. 

  Sent by ******* from my IPhone

   

  On Feb 3, 2021, at 11:17 AM, ************************* <*******************************************************> wrote:

  Hi *******. I am so sorry for my delay in responding to your inquiries.

  No, no final solution yet, but I will again assure you, here in writing, that only two outcomes are currently possible:

  1.  I will have the lien removed with no payment required.

  2. Diablo Solar will be responsible for paying off the lien, in full.

  Either way I am taking full and complete responsibility for this situation and any financial ramifications.

  As soon as I have any update, you will be the first to know.

  Again, I apologize for the delays and I thank you for your persistence in making sure this situation is handled. 

  ***** Raymond 

  President 

  Diablo Solar Services Inc. 

  ************ (direct) 

  ************ (cell) 

  *********************************************************** 

  36 years in business... ****** solar systems installed... 1 local company... Diablo Solar! 

  
  
  Sent from Yahoo Mail for iPhone

  On Friday, February 11, 2022, 14:57, ************************* <*******************************************************> wrote:

  Ok, I can see that you two will never agree. But we all know that you both can't be 100% right. My guess is that the truth falls somewhere in the middle.

  Here is what I propose to keep all three of us away from courts and liens and to just get this behind us... 

  1.  Diablo Solar will pay $834 to Flat Roof Pros as an apology for our employees mistakenly helping to confuse the situation by possibility confirming the work on the 11/24.

  2.  ************************* will pay Flat Roof Pros $833 as final payment for the work done on 11/24. Regardless of who scheduled what and when, we all acknowledge that the roof work was done. 

  3.  Flat Roof Pros will accept $1,667 as payment in full for the work done on 11/24 and as an acknowledgement that they could have done a better job in confirming the appointment details and making sure that the customer was 100% briefed on the project timeline. 

  If this is agreeable to you both, I will mail a check to FRP first thing Monday morning. 

   

  If not, then I request that you both leave Diablo Solar out of any future litigation by allowing me to settle with you both, now, for a payment of $417 each. I think we are no more than 1/3 at fault, and I am willing to split my 1/3 payment with you both immediately. 

   

  Please let me know what you think. 

   

  ***** Raymond 

  President 
  Diablo Solar Services Inc. 

  ************ (direct) 

  ************ (main office) 

  *********************************************************** 
  
  37 years in business... ****** solar systems installed... 1 local company... Diablo Solar! 

  ---

  From: ************************* <******************>
  Sent: Friday, February 11, 2022 11:07:38 AM
  To: ************************* <*******************************************************>
  Cc: ********************* <*********************>; ************************* <***************************************>; ***************************** <*****************************>; Flat Roof Pros <*********************>
  Subject: Re: ************************************* Pros vs. *************************, *****************************

   

  Attached please find an email I sent to our project manager ******************* at Diablo Solar. 

   

  I did personally cancel our contract with Flat Roof Pros and was given a refund and taken off the schedule. Unfortunately ***** at Diablo Solar and *** didnt check the file and they scheduled with Flat Roof Pros to have the original work done.  I was unaware who the roofing company was, because I was told that it would in fact be included in our contract. Someone from Diablo Solar scheduled them to install the boots on our roof. 

   

  We cancelled our contract with Flat Roof Pros based on what representatives from Diablo Solar told us. 

   

  I am beyond frustrated that this issue has continued to drag on and we have a lien on our property. I have made SEVERAL attempts to mitigate this problem and have tried to avoid small claims court. 

   

  At this point, I dont have any additional information to add. I would like the lien paid and released immediately. 

   

  Regards,

  *************************

   

  Begin forwarded message:

  From: ************************* <******************>
  Date: November 25, 2020 at 1:07:53 PM PST
  To: ******************* <*****************************************************>
  Subject: Issues

  Hi ***,
  
  After speaking to you earlier  I informed my husband about the issues we are having. We are very concerned about who is going to pay for the work that the roofers performed on 11/24/2020. I cancelled our original contact with them and received our deposit back. I know you mentioned that there was miscommunication between you and ***** but unfortunately I feel like we are at the mercy of Flat Roof Pros and I am not going to pay them when I was told that you guys would include it in your proposal. 
  
  *** at Flat Roof Pros said they did the work per the contract, which neither Diablo Solar or us signed. 
  
  *** just called and said they will do the boots for $100 per **** less 30 percent which is $3,500. I told him I would speak to you and get back to him. The can start next week after the Thanksgiving holiday. 
  
  Regards,
  *************************
  ************

   

  Sent by ******* from my IPhone

   

  On Feb 11, 2022, at 09:50, ************************* <*******************************************************> wrote:

  Igor, thank you so much for the fast response.

   

  And you are right, I do owe you an apology.  I have been told that you have culpability in this matter, but I should not have presumed.  I do not yet have all of the facts and I have yet to hear your side.  I am sorry for jumping the gun.

   

  ************************* has been adamant about the following:

   

  1. They cancelled the original contract for the $2,500 service to seal the solar penetrations on 10/13/2020 and did not provide permission for the work to be later performed on 11/24/2020.  I believe this cancellation was verbal over the phone. Is this correct?  As proof, she provided me with the following email showing the refund of the $250 / 10% deposit:

   

  ----- Forwarded Message -----

  From: ************************** <**************************>

  To: "******************" <******************>

  Sent: Wednesday, October 14, 2020, 9:35:28 AM PDT

  Subject: 171 Easy St

   

  Hello *******,

   

  Per our phone call conversation this morning. We have put your deposit in the mail as of today. Let us know if you have any questions. We do want to notify you by receiving your deposit back we can no longer keep you on the scheduling board for work to be completed.

  Thank you,

   

  ******** Kat
  General Accounting Manager
  Flat Roof Pros DBA Roof Rate

   

  2. Somebody, and I am still not sure who, but it may have been a Diablo Solar employee, contacted you guys on or around 11/23/2020 to arrange the service to seal the solar penetrations.  As far as I can tell, our solar work order still showed that you were going to seal the roof penetrations, and we assumed that that plan / contract was still valid.  This employee was not aware that the original service contract had been cancelled.  This is where I believe that Diablo Solar may have some blame.  If we were the ones that invited you to the ***** home to start the work on 11/24/2020, than that was our mistake. 

   

  3. She later approved a second service on 11/30/2020 for a total of $3,360.  As far as I know, this **** has been paid and is not a matter of debate.  Correct?  From what I understand, ******* believed that this was the total **** for the entire project ($3,024 due after the $336 deposit she had already paid).  This would have amounted to the original $2500 service plus an additional $860 for the follow-up work.  She says that since she had cancelled the original contract, and had not been informed that you had actually started the work, and had not provided permission for you to start the work on 11/24, that this was going to be the complete and total ****.

   

  Sounds like there are two very important questions to be answered:

   

  1. Did ************************* cancel her original $2,500 contract?  And if not, why did you guys send her deposit back?

   

  2. Who provided permission or scheduled the actual work that was performed on 11/24?  Was it her?  Was it somebody from Diablo Solar?

   

  Thanks again for all of your help to get to the bottom of this.

   

  Thanks,

   

  *************************

  Diablo Solar Services, Inc.

   

  From: ********************* <*********************>
  Sent: Thursday, February 10, 2022 11:16 PM
  To: ************************* <*******************************************************>
  Cc: ************************* <***************************************>; ************************* <******************>; *****************************; ************** <*********************************>
  Subject: Re: *************************************************** vs. *************************, ***********************, **

   

  Thank you ***** for reaching out. 

   

  I dont really understand what wrongdoing FRP has done on this project that we need to settle for. We proposed to seal the poles with silicone, the proposal was approved and the job was done. We were supposed to be paid for the work that was done, correct? 

   

  Then it appeared that the silicone option wasnt acceptable to the owner or the solar company and we were asked to provide a quote for TPO boots instead. Understanding the situation we were willing to drop the price 30% on boots installation which we did, the proposal was accepted and the job was done. 

   

  When it came to the payment we were blamed for double charge, unethical business practices and many other things, not to mention a nasty review that was left on our ****** page causing us lost jobs, and claims to CSLB, which didnt find any of our wrongdoings either.

   

  We had to pay additional $200 to place a lien and waste our time responding to the claims. We believe the owner needs to pay whats owed and whatever the interest had occurred.

   

   Additionally we have already contacted our attorney about defaming our name on our ****** page which the owner will hear soon from. We lost jobs because of that, and it wasnt even our fault.  The lawsuit is almost on the table for defaming our name and unpaid funds. 

   

  Again, thank you for contacting us and trying to resolve the situation but the conditions to deescalate it are these:

   

  1. Removal the unfair review from our business pages. 

  2. Full payment including occurred interest. 

   

  Thank you for your time *****!

   

   

   

   

  ***************************

  President/CEO

  Cell Phone: **************

  Office: **************
  Email: igor@************.com  
  WEbsite: www.************.com
  *************************************************************************************************** 95660 

   

   

  On Feb 10, 2022, at 8:32 PM, ************************* <*******************************************************> wrote:

  ***************************, *****************************************, ******** Kat, ***************************,

   

  My name is *************************, and I am the owner of Diablo Solar Services, a solar contractor in ********, **.  This email is in regards to the Mechanic's Lien (# *******) that you filed against ************************* at *********************** December, 2020.

   

  As I understand the situation, there was some confusion as to who specifically approved the work to be done on the ***** roof on 11/24/2020.  I also understand that some of my employees at Diablo may have contributed to the misunderstanding. 

   

  At this point, and to hopefully end this unfortunate situation, I am willing to provide a payment to you to remove the Lien from the ***** property. 

   

  Please call me at ************ or reply to this email at your earliest convenience to discuss a fair settlement.  I think that if we both admit some fault here, that we can reach a mutually beneficial agreement and move on without this lien hanging over all of our heads. 

   

  I look forward to hearing from you soon. 

   

   

  Please let me know if you have any questions.

   

  Thanks,

   

  *************************

  President

  Diablo Solar Services, Inc.

  5021 *************. #2

  ********************  94553

  ************ (direct)

  ************ (main office)

  ************ (fax)

  *******************************************************

  www.diablosolar.com

  37 years...******+ Solar Systems Installed...1 Local Company...Diablo Solar!

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩