Business ProfileforSmart Wave Solar

Response to Better Business Bureau Complaint by Michael Hardy
Smart Wave Solar (SWS)

Commitment to Assistance
Smart Wave Solar is committed to assisting Michael Hardy with the issues he has encountered.
However, we respectfully dispute the nature of this complaint, as:
The system was installed by another company that is no longer in business.
Mr. Hardy was referred to us by SMA Solar Technology, the inverter manufacturer, for troubleshooting.

Clarification on the Issues
The primary issue stems from communication failures between the solar inverter and Mr. Hardy's internet connection.
This communication issue affects the accuracy of the solar production monitoring reports.

Note: These internet-related issues are outside the scope of our typical services.

Background on the Case
Mr. Hardy's system was installed by a different company, now out of business.
SMA Solar Technology referred Mr. Hardy to us, as they felt they were not liable for system performance. We accepted the task of troubleshooting, even though Mr. Hardy was not an original Smart Wave Solar customer.

Summary of Findings and Resolution Efforts
The issue is likely linked to the communication between the solar system and the online monitoring platform, affected by Mr. Hardy’s home Wi-Fi connection.
While issues with internet connection are outside our typical services, we are assisting the customer to find a solution.

Communication with Mr. Hardy
On September 27, 2024, we informed Mr. Hardy that the data transmission issues were likely caused by his solar system's connectivity to the monitoring platform.
Despite the issue being related to the home internet, we have been working to provide solutions.
Scheduled Wi-Fi Review and Service
We have scheduled an appointment with Mr. Hardy on October 31, 2024 for a Wi-Fi setup review. The goal is to identify solutions to improve the connection between the solar system and inverter. Our service crew will assess options to enhance the Wi-Fi signal for better communication stability.
Mr. Hardy has approved and agreed to this appointment.

Regarding Mr. Hardy's low reviews
We acknowledge his concerns, but emphasize that Mr. Hardy was not originally a Smart Wave Solar customer.
Due to the increasing number of solar companies shutting their doors, Smart Wave Solar has seen a rise in requests from customers whose original providers are no longer in business. Assisting customers with systems installed by other companies is a new process for us. We are actively working to streamline our approach and improve our service for such cases.
Despite this, we remain committed to resolving Mr. Hardy’s issues and providing the best support possible.
Commitment to Continued Support
We appreciate Mr. Hardy’s patience and are committed to supporting him.
We will continue working to ensure the proper functioning of his solar system.
We remain in contact with Mr. Hardy to provide ongoing assistance.

Conclusion
Smart Wave Solar is dedicated to ensuring customer satisfaction.
While navigating the new process of handling systems installed by third parties, we are confident in finding a resolution to Mr. Hardy’s concerns; and any future customers with a similar situation.
We remain committed to helping Mr. Hardy maintain the full functionality of his solar system, now and in the future.