Complaintsfor21st Century Power Solutions, LLC

• Initial Complaint

  12/08/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In 2016 purchased 54 ******** Solar Panels with installation and lifetime monitoring for 70k from 21st Century Solutions. The Installation warranty was for 10 years. Recently my system has experienced microinverter errors. I contacted my contractor to discover they are no longer a ******** dealer and will not be able to assist with my system errors. At no time did this Contractor every send us any correspondence, email or phone call indicating this change in condition to our existing contract. At a minimum we should have been notified and an alternate certified ******** contractor, at no additional cost, should have been provided for continued support. This did not happen and is what I feel is a breach to our purchase agreement.

  Business response

  12/20/2021

  Business Response /* (1000, 7, 2021/12/16) */ 21st Century Power Systems, LLC entered into a contract with ************************, in March 2016 to install a solar PV array. This system included our standard 10 year workmanship warranty and had the equipment covered by a lifetime warranty issued by the manufacturer, ******** ***********. Our contract is clear that "workmanship" covers roof leaks, mechanical connections and general construction of the system, but in the past we have always worked as the agent of the manufacturer in correcting any system functionality issues, such as replacing any non-working components. ******** has decided to rescind our status as a manufacturer approved installer and service partner. I do not have a reason for this, other than we no longer advocate and endorse for their product and our sales of their product have fallen below their expectaions. This ties our hands, and we can no longer do any service on the ******** equipment in the *******'s system without violating the terms of the manufacturer's warranty. We can also no longer acquire replacement parts or components. We still plan on upholding the workmanship warranty for any issues that fall within its parameters. Currently the *******'s ******** monitoring system has been in a fault state and they have learned that 5 of their microinverters are not functioning. It is ********'s responsibility to correct or replace any non-working components, and to connect the *******'s with a local company to do the actual labor. After discussing this with Ms. *******, I wrote to a contact at ******** to advocate for a speedier response from service department regarding their current issue. I understand they are still waiting for a resolution. Regards, Robert R****** Master Electrician Solar Department Manager Consumer Response /* (3000, 9, 2021/12/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) The contract states that the "contractor" will correct the defect covered by the warranty and repair the system. 21st Century cannot meet this clause as they are no longer an improved installer. Therefore this agreement is not being met by 21st Century and they DID NOT notify their customers of this change or provide an alternate method to honor the warranty agreement.

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