ComplaintsforMonument Solar, LLC

• Initial Complaint

  06/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had solar panels install a little over a year ago by Monument. Their installers seem to know what they were doing and very nice. I was wrong they did subpar job and my system did not work correctly. It took them over a year of me bird ******* them to fix it. All the while I was paying large electric bills even though I have 55 solar panels on my roof. Now I need a new roof so I called them to get a quote to take the panels off and reinstall. Got a price of $250 per panel that was in March. Today I contacted them to try and arrange the work and told it would be $400 a panel. I said that was outrageous they must not need the work and they sent me a scolding text to keep my negative comments to myself. I text them back and told them to not talk to me like that. The reply I got was "no worries I'm blocking your number GOOD LUCK". Now that's customer service!

  Business response

  06/06/2024

  Momentum Solar was unable to locate any solar project with the information the homeowner provided. Momentum has attempted to reach out to the homeowner to discuss his concerns and get the correct information to locate the project, but we have been unsuccessful in our attempts to make contact. We are unsure that Mr. ********* complaint is for the correct solar company. We request that he please call us at ************ so that he can provide more information such as account number so that we can further investigate his claims.  

  Customer response

  06/07/2024

  
  Complaint: 21771921
  
  I am rejecting this response because: Monument Solar
  ************************************************************* is there another company with the same name? I copied this off the invoice they sent me.
  
  
  
  Regards,
  
  *****************************

  Business response

  06/07/2024

  We are Momentum Solar, not Monument Solar. Our headquarters is located at ********************************************************. This is the incorrect company. Thank you. 

  Business response

  06/19/2024

  Good afternoon ******************** & BBB team, 

  While we can appreciate you are upset, there are many facts surrounding your experience that have not been communicated in your complaints against our team.

  Monument was subcontracted by your sales company, and you are technically and contractually their customer. This means that we are obligated to follow their guidelines for any service regarding your system. Monument installed your system per the specifications and policies in place by your sales company and your system was fully operational since installation. Please note any issues with your sales agreement or production guarantee will need to be directed to your sales company. With that being said, Monument took it upon ourselves out of genuine customer service to assist you in addressing your concerns with your sales company. You contacted our team after many failed attempts with your sales company to address your concerns and we jumped in to listen and understand what you were experiencing. After an in-depth review, your concerns were in regard to accuracy in consumption monitoring - your system production has always been complete and accurate with no technical or workmanship-related issues. We contacted your sales company on your behalf, and advocated for the necessary changes to improve your monitoring accuracy. Your sales company approved of the additional components needed, and a resolution was achieved. I can supply documentation regarding all of the previous statements to remediate this complaint against us.

  In regard to pricing, your quote increased due to the pricing changes that went into effect in between the timeframe you were quoted and when you asked for scheduling (approximately 60 days) and the complexity of your project. While we can appreciate you were not happy, we still fully expect respectful communications. Unfortunately, your number was blocked due to disrespectful comments with myself and when you were asked to refrain from negative comments, you responded back with "never talk to me like that again". Asking our customers to be respectful to our staff in their communications is basic human decency and while we do apologize that upset you, we stand by what was said. I can also provide documentation of this as well to remediate this complaint.

  Monument does not falter from our core values of honesty, integrity, and quality. We have been committed to you as a customer since installation and have always supported you and your concerns. We hope you remember all of the time we invested to assist you with your sales company over the last 18 months and are sorry we could not maintain a mutually beneficial relationship as your servicer. 

  We are sad and disappointed how this situation has unfolded. While it is unfortunate, we sincerely hope you will find a company that will provide you with the service you are looking for.

  Kind regards,

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

  Owner/Chief Financial Officer

  Monument Solar, LLC

  Customer response

  06/19/2024

  Complaint: 21771921
  
  I am rejecting this response because: I quote the text you say is disrespectful " 250 was too much 400 is outrageous I have another installer coming to look you obviously don't need the work". How is that negative or disrespectful? The price increase went from $13,750 to $22,000 just because you think I have to use you since you installed the system. Which by the way did not work correctly for over a year and cost me thousands in high electric bills. I worked with the company I bought the system from to get that corrected.

  Solar companies and their subs need to have happy customers. How do you think I reply when folks ask me about my system? You just put an explanation point on those feelings.

  
  Regards,
     
  *****************************

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