empwrsolar.comPoor Customer Service, Breach of Contract, Lack of Integrity
I purchased a solar system from EMPWR Solar back in April 2023. At the time I was working for EMPWR. My system was installed and PTO’d in July of 2023. It produced less than 55% of what it was supposed to.
Based on the design from the engineers, my system was supposed to produce a bit over 15,000kWh of energy. Not long into August I noticed that the system was drastically underproducing as I was only able to get slightly over 700kWh of production. It was at this point I reached out to the corporate office on 8/15/23. I got some emails back stating the system was functioning normally so it wasn’t an equipment question and would be elevated to the corporate team. Nothing happened.
I reached out to Robby Edge, the owner of the company on 1/17/24 to inquire as to the progress of my situation. I did not hear back. Again on 2/12/24. Did not hear back. I texted and called Robby. Finally got on a phone call on 2/19/24. At that conversion Robby asked for a couple items: a copy of the proposal, my system production data to date, and pictures of my home and system. He said at that time that they would figure it out, make it right, and get me a reimbursement for any extra energy I had to purchase from Duke Energy due to my system underproduction as well as make sure my system was functioning properly either by adding panels at no cost to me or whatever needed to take place to make it right (as it is stated they would do in the contract to make good on the system production guarantee Exhibit B, which states “the Company shall make all reasonable efforts to correct the System’s production to meet the original production estimate including, but not limited to, adding additional panels to meet original production estimates.”).
I sent over all the information requested. After that, I reached out 40+ times from 2/19/24 through 5/10/24 trying to get a response from Robby Edge. Nothing.
I reached out to the corporate office again on 5/10/24. I heard back from Brittany Ducos. We scheduled a call for 5/13/24 to review my account and system issues. After completing the call, she asked me to resend all the same information I sent to Robby. I did. Then the silence started again. I reached out a couple times and did not hear anything back on my issue until almost 2 months later on 7/8/24 saying the “analysis” was complete and the information was being sent over to the owners Robby and Sean Sullivan. I then did not hear back for another month and a half until 7/23/24. We finally got on the phone 8/15/24.
During this conversion with Brittany told me that the production analysis was complete and they would reimburse me $646 for lack of production in the first year which accounted for an apparent "45% underproduction". No production analysis was provided. No rate information provided about what kWh rate they were reimbursing at. She also then blamed me for the system design flaws. Ridiculous. Solar companies employ designers, engineers and design software for this. That is their sole responsibility. Further, Robby stated many times that they also used an extra software (Aurora) to double check accuracy of designs and production so they could stand behind their numbers for homeowners. Nowhere in expectation nor in contractual language is there an expectation or responsibility placed on a salesperson to design or ensure design accuracy. Neither the training nor the software is provided to the salesperson. A ridiculous contention.
Even though it clearly states that the company “shall make all reasonable efforts to correct the System’s production to meet the original production estimate including, but not limited to, adding additional panels to meet original production estimates”, Brittany stated they will not honor that. Apparently they do not believe they should take any responsibility at all.
I am absolutely floored at what poor customer service I have received. Not only as a homeowner, but as a former employee that served them well for 1.5 years.
