NRG Clean Power

This project was started in 2020. The first part of the installation was smooth. Unfortunately for us, the system only backed up four circuits. We asked what it would take to power the entire residence and were told we needed more storage, another battery. The current LG battery was not compatible with the new system, twoTesla batteries that NRG engineers said we needed. NRG's technician came to install the Tesla batteries and in the process the LG battery was damaged. The technician could not get the system to work, and he quit the job and left, leaving us without a working system. NRG hired at least 3 different technicians to diagnose and fix the problem, with no success. NRG called Humboldt Solar, and they correctly diagnosed the problem. The LG battery had to be replaced, along with the inverter and associated hardware. After more than a year without a solar array, Humboldt Solar was able to get the system on line and working properly. During the time we were without a working system we were still paying on the loan and the utility bill. NRG gave us a $250 gift certificate for our inconvenience. I would like to give Bill Russell (bill.r@nrgcleanpower.com) 5 stars for his help in securing a PG&E.rebate.

LACK OF COMMUNICATION THROUGHOUT PROCESS

During the design, permitting, and installation process NRG has minimal communication and follow through. Every step of the process I was "transitioned" to a new person to oversee one particular part of my project. I spoke with one person regarding design, I was assigned another person for permitting, someone else called me regarding if I wanted to update and change the panels I was getting to a new brand, and a final person for installation coordination (which half way through was changed to a new person). I was told my installation date was going to be on a Saturday and I had a work van and workers from a different company show up on a Friday. I was not informed that NRG was subbing my project out nor that it was being moved to an earlier day. For my final inspection I was told I would be notified by phone between 8-10am the day of inspection when my inspection was scheduled for. At 8:15 I had someone show up at my house for inspection and advised I was scheduled between 8am and 12pm. When I called my installation coordinator to find out where the lapse in communication was she did not call me back until after 10am "I had a late start today, and the installer never told me when they were going" I am flabbergasted by the lack of ownership staff have in the projects and that customer service is clearly out the window.

Shoddy installation - no after sale support

NRG installed panels on our roof two years ago. But poor installation resulted in our having a leak in our roof. We have notified them of these many times. Mostly these calls and emails have gone unanswered, but occasionally someone responds saying they are the "new customer support manager". The most recent was Eduardo. They then tell me they are having trouble finding technicians, and then they disappear. Eduardo has not responded to me for two weeks. Winter is coming . . . The panels are up there, and they are producing, but there is no way I could recommend these guys.

Disappointing Customer Service

NRG was great during the install process, but since then customer service has been disappointing to say the least. I have been having communication issues between the Inverter and their (or SolarEdge's) systems. Due to this, my solaredge monitoring app does not show any production results. I have a LTE antenna on my inverter but for some reason NRG did not enable/activate the Wi-Fi connection. I have called them at least 3 times to figure out the issue and get the Wi-Fi enabled, but no luck. They asked me the reboot the inverter and wait 4-8 hrs to see if the problem self-corrected. Well, that did not work. I asked them how to enable/activiate the Wi-Fi connection on the inverter and they told me they did not know how to do that, which I find hard to believe. I looked up the info on the web and it is pretty easy to do, but requires an installer account for the SetApp from SolarEdge. I tried to contact solaredge, but was redirected to NRG. So, the issue is still pending with no clear path to resolution. I am quite frustrated at this point.