I have had a terrible experience with…
I have had a terrible experience with this company because they have failed to take responsibility for helping us resolve an issue regarding the condition of the roof at the time they installed the solar panels in 2020. They did not inform us that the roof needed replacing prior to the installation, even though our contract stipulated that they were required to disclose the roof's condition. We are currently in the process of selling our property and the roof needs to be replaced; we have been trying for a week to resolve this issue—which arose because their lack of honesty and professionalism prevented us from replacing the roof before the panels were installed. We have been asking them to take charge of removing and reinstalling the panels, but they insist we must pay for it. I believe they should do it at no cost, given that they were already aware of the roof's condition—as evidenced by photographs they sent us themselves. Furthermore, not all customer service representatives are properly trained to handle inquiries and provide solutions. In particular, we received poor service from a representative named "Javier"; on several occasions, he promised they would get back to us but failed to do so, forcing us to call repeatedly to request a supervisor. The only person who actually followed through on connecting us with a supervisor was "Eduardo," who stayed in touch until the connection was made; we are now waiting for them to resolve the matter. Additionally, they did not handle the connection process during the initial installation; it was we who had to contact the electric company after realizing the solar panels were not working. I hope you take all these negative experiences into account and help us resolve our situation as soon as possible.