Review for NRG Clean Power

Office location: 7012 Owensmouth Ave, Los Angeles CA, 91303

06/28/2024
Pei Hsien Fang Los Altos, CA

Grateful for Exceptional Support from Mr. Eduardo Santoyo

We would like to extend our deepest gratitude to Mr. Eduardo Santoyo for his dedication and outstanding customer service. His quick responses and patience have been invaluable during our recent challenges with our solar system. The Facts: Our solar system, installed by NRG Clean Power, includes a Solar Edge Control Unit, Solar Edge Inverter, and LG Battery. Mr. Eduardo Santoyo, from NRG Clean Power, has been our primary support contact. On April 25th, our solar system stopped generating power. Solar Edge's monitoring system promptly notified us of the failure. We contacted Mr. Santoyo, who swiftly identified the inverter as the issue and coordinated with Solar Edge to create case #4790153 around April 30th. Despite Solar Edge's establishment of an Enhanced Service group, their response was slow and mostly limited to emails. Mr. Santoyo continuously pushed for updates and kept us informed. By May 3rd, Mr. Santoyo informed us that the RMA service was approved, and a replacement inverter was expected to arrive by May 9th. However, due to delays from Solar Edge, the inverter did not arrive until May 21st. Mr. Santoyo persisted in ensuring we received the inverter, maintaining constant communication. Even after the delivery, it took nine more days for Solar Edge to send a technician from Sunnova to replace the inverter on May 30th. Unfortunately, the new inverter had issues communicating with the LG battery. Mr. Santoyo again took charge, working with Solar Edge to find a solution. It took 12 days for Solar Edge to respond with a fix, which required a complete system power cycle. Mr. Santoyo provided detailed instructions and a video to guide us through the process. Overall, it took Solar Edge 48 days to resolve the issue, causing us significant financial losses. We highly recommend consumers planning to purchase a solar system to carefully verify the quality of the products and the reputation of the service teams of both the component suppliers and the installation company. While we have been disappointed by the poor product quality and service from Solar Edge, we are grateful for Mr. Eduardo Santoyo's relentless support and exceptional service. Thank you, Mr. Santoyo, for your unwavering commitment to helping us through this challenging period.