ComplaintsforYellowlite, Inc.

• Initial Complaint

  06/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Who would I need to contact to get my system replaced? My system only works when it wants to and I paid way to much money to keep having the same issues. This is the 8th time I have contacted someone there about this. As you see in the pictures system stopped working on 6/18 and it shows I didn't produce anything in March or April 2023. I am tried of the trouble shooting and it never works. I have a warranty and would like to utilize that. I contacted them on 8/21/19, 10/30/19, 3/23/21, 5/5/21, 3/17/22, 5/12/22, 5/17/22. Now with the current issues it has now been 8 times I have had problems with my system.

  

  Business response

  07/14/2023

  Hello Mr. *****,
  

  
  We are sorry for the experience you've had with the ********* monitoring equipment so far. There is some consolation from our perspective that you were able to confirm active system production; which is producing energy, reducing utility bills, and therefore providing financial ROI for your solar purchase. We offered to schedule a service visit to investigate the monitoring issue for potentially replacing certain ********* components, but unfortunately you were unable to provide workday access for our visit. We also provided steps you could take that wouldn't require us accessing your indoor equipment. Since this type of communication issue is usually caused by excessive distance/interference between the ********* gateway device and the inverter, you could try using a longer Ethernet cord to relocate the gateway closer to the inverter. 
  
  
  After our last conversation, we have since come up with an alternative solution for your consideration. As a one-time courtesy, we would be willing to cover the parts and labor costs to install a cellular data card in your outdoor inverter, which would negate the ********* gateway issues, and wouldn't require coordinating indoor access from your end. Please let us know if this is agreeable, and we can install the cellular device as early as next week. 
  
  
  Sincerely, 
  ********** **********

  Customer response

  07/14/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. As long as they go through on what they say, I am okay with the outcome with adding the wireless card outside.
  
  Regards,
  
  ***** *****
  
  
  

*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. ↩