Prospect Solar, LLC

Reply from Prospect Solar, LLC: Good afternoon! Thank you for bringing your concerns to our attention and thanks again for taking the time to speak with us this afternoon. As we discussed over the phone, unfortunately your system's inverter had a defect and required replacement. Per the stipulations of your warranty coverage, the "material and shipment costs necessarily incurred to correct the product defect" were covered under your manufacturer's warranty. What was not covered under your system's manufacturer warranty was the associated labor cost. Although we weren't required to do so, we offered to absorb 50% of said cost rather than pass the full amount along to you. As we diagnosed the issue related to your inverter, (2) other issues were identified. A number of your DC Power Optimizers were not performing to their specifications, so we submitted a warranty claim and those components were fully replaced at no cost to you, including labor. While we were on your roof, we also discovered that one of your (31) panels was damaged through what appeared to be some type of impact strike. Per the stipulations of your system's warranty, "this limited warranty does not apply to damage and/or failure caused by external shock such as flying objects or external stress". After reaching out to the manufacturer, we were advised any warranty claim submitted for this issue would be denied, so we provided a cost to replace the damaged panel with new equipment. Despite the replacement cost including a $200 discount, you ultimately determined you did not want to replace the damaged panel. Although during our conversation you agreed that Prospect Solar has honored our responsibilities under the terms of our agreement, we're saddened to hear that you feel as though you can no longer support or recommend our services. We also understand that sometimes things are said in the heat of the moment that are not truly reflective of one's true thoughts and feelings. We are truly sorry if we have in any way failed to set the proper expectations of our role and responsibilities under the terms of our agreement and warranty coverage, but we believe that can easily be cleared up if we are to keep open lines of communication. We also take solace in hearing that even despite the issues your system has incurred, your solar system has exceeded its production expectations and in the years since installing your system you have yet to receive a utility bill larger than the minimum account fee. Moving forward, we're excited for any future opportunities to regain your support and provide value to your investment whenever possible. Thanks! Prospect Solar