RGS Energy (Out of Business)

Great Sales Experience. Bad at Everything After That.

The sales process was great. They were very attentive and offered the best deal on the best equipment. Then.. After signing the deal, they stopped returning e-mails and phone calls. It took them 6 months to get the materials delivered. Then it took 2 weeks before installation started. And the meter was installed incorrectly. They corrected that quickly as I was still holding the final 10% progress payment and their sales team was back to calling and e-mailing every other day. 4 years in, one of the micro-invertors stopped working. For 4 weeks, no one at RGS responded to my calls; e-mails; or web-chats. I initiated the replacement part request with the manufacturer and the next day RGS e-mailed me back to say a replacement part had been ordered and should be arriving in 2-4 weeks. I got the part in 4 weeks, notified RGS, and, again, they went silent on me. 4 weeks after that, I got an e-mail from RGS with a workorder stating that I would have to pay $350 plus additional costs for them to complete the work under warranty. That is where we stand now. If I had to do it again, I would go with a company that had positive reviews after the sales process. That is when you are going to need them they most. Good luck with your solar projects.

very bad sevice

very poor service. no master electrician on staff. and if you need to remove your panels IE: replace the roof they will charge $500 to get a master electrician to get the permit. took 2 months for them to replace my panels.

Took the money and disappeared

They have failed to provide necessary documents to Excel Energy on multiple occasions and our panels are still not activated after a year since we purchased! Paid almost 10k for those. They are rude, refusing to resolve the issue and not returning calls. Never purchase anything from them, they will rip you off.

RIPOFF

Scam. Purchased a brand new hows with their solar panels 1 year ago and the panels are still not working! At first they were coming back with excuses but now they are just ignoring our calls. Paid $9300 for the panels.

Worst customer experience I ever experienced in my life.

Worst customer experience I ever experienced in my life. RGS Energy completely ignoring all my requests to perform a warranty repair on the leaking solar panels installation. Numerous attempts to contact the company looking for resolution are ignored. There multiple leaks dripping into the attic and into a room are that we have to live with because of the inactions of RGS Energy.

Stay away from real goods solar

We got solar panels through real goods solar. They installed the solar panels, which we have not had any issues with. However, when we sold our house, we contacted real good solar to transfer the solar panels to the new owner. There should not have been any issue in transferring the solar panels since we did a PPA (prepaid purchase agreement) where we pre paid for the solar panel production. We could not reach anyone to get the panels transferred. There was nobody available to take our call; nobody that would return any emails; and nobody that would return phone calls. We called over 30 times without any response. This company will take your money but does not care bout its customers. The buyer of the house is now threatening to pull out of escrow, all because real good solar will not pay attention to its customers.

Horrible Customer Service

Very positive experience with initial installation and sales person (person left company though). Follow-up service is very, very poor. I am currently on message call #7 over 1.5 week period - without any response or reply from RGS. This is for warranty service.

Stay away from RGS!

In Oct. 2015, RGS installed three solar panels on my roof. The project was supposed to include registering them so that I'd receive SREC payments. On Dec. 16, RGS learned that it would have to install a meter to register the panels and billed me an additional $487.50. Rather than accepting responsibility for its failure to include the necessary meter in its work order, RGS attempted to raise the cost of the project ex post facto from $3,930,30 to $4,417.80. It's this kind of practice that recently caused the Better Business Bureau to revoke its accreditation of RGS. Unless you enjoy being treated the way I have described, I suggest you steer clear of this company.

Very poor warranty support

I want to alert everyone anticipating securing a Real Goods Solar (RGS) solar system. They do a fantastic job in getting a system installed and operating but once is paid for that is where the fantastic part stops. They do not stand behind they write warranty. I have a panel that has been looked at twice by a RGS provided technician and confirmed to be a bad. This issue has gone on for the better part of the year and promises are made that the panel will be replaced but those promises have been continually broken. Unless RGS improves on their warranty obligations DO NOT BUY a system from RGS.

roof leaks

Had a system installed on my tile roof. It has leaked from the first rain. This is the forth time I have tried to get satisfaction from RGS, but after having informing them that I have a major leak SEVEN days ago NOBODY has bothered to even respond to my request for "Customer Service"!

The customer service is horrible

Shortly after installation, we had an issue where our electrical conduit (connecting the solar array to the house) was dug up by outside work. Granted, in the contract it said damage caused by outside work is not covered by their warranty, HOWEVER, we were EXPLICITLY told the electrical conduit was buried at least 18 inches underground (California code dictates this), the damage occurred because RGS only buried conduit 12 inches down instead of the required 18. Thus we attempted to contact RGS to resolve this, and that's when the real nightmare began. Their customer service phone line is a permanent voicemail, thus you have to wait and pray for someone from RGS to call you back. We managed to get through to the sales department (thank you Amy), but the only thing they could do is let customer service know we called. We saw a brief glimpse of hope when we heard from Helio power, RGS's contractor who we are told are handling repairs. They said they will write up a quote and send it to RGS, but we never heard from them again. Finally, after 5 months of sending frequent voice mails and emails to their customer service, we heard from their manager, Matt S., who promptly informs us that according to the contract, damage by outside work is not covered under warranty. We then alerted him to the fact that the conduit was installed incorrectly (only 12 inches down) and his response was "I wouldn't say it was installed incorrectly." So, it took you 5 months to tell us "no", after making us jump through numerous hoops. This company needs to reevaluate their priorities, great sales process but zero support after their customers have paid them.

Customer Service is Lousy

Our system was installed in 2012. Since then we have had few issues ... Until now. The system went dead and after repeated calls to Vermont, Rhode Island and Colorado we still don't have resolution. One fellow in the Colo Tech Service Never called back as promised after I left 2 additional messages. Not sure where to turn Next!? Come on get your act together

Customer Service is VERY POOR

RGS had agreed to repair their installation. I have had roof leak problems for a while. Roof leaks now, concerned about mold in the attic. They don't answer their customer service line, don't return messages left on their service line and DO NOT return emails. This is after we agreed that they would make the repairs on the roof and I would make the repairs inside our house. Maybe the company is going downhill? Very disappointed. They used to be such a customer service oriented company and very responsive.

Waiting over a year and a half for installation!

I've been put thru the punches in dealing with Sunrun and RGS Energy. I've been waiting over a year and a half to get my solar panels installed and it still hasn't happened yet!

Not so pleased

Wow! My experience ended so differently that I expected. Last year we asked three local solar contractors to come to our house to provide quotes for a solar system. We selected RGS because we felt the salesman was honest and he gave us a lot of assurances that RGS was the trusted longtimer in an industry filled with upstarts. We made our decision because we believed him when he said they would be a partner. Well I'm guessing that, looking at my rating, you realized that didn't happen. RGS fired our salesperson because, according to him, they no longer allowed part time employees. Whatever the reason, everything fell apart after that. I have to admit that I am being a bit dramatic. After all, the system was installed and it is working - most of the time. We were assured that one way RGS excelled was in their customer service. They were going to provide one year of 24 hour monitoring of our system. That was to allow us to become accustomed to monitoring it ourselves. It's nice that they gave us a year, because no one ever showed us how to run the system. Again, to make sure I'm being completely upfront, we were shown a little bit of of this and a touch of that. Earlier this month our system went down for a couple of days. Turns out the controller popped a circuit breaker. We only realized this because we were showing the monitoring app to a friend. We didn't get a call from RGS, who is supposed to be monitoring, and we didn't get any sort of alarm or alert. Speaking of monitoring, one of the upgrades that our salesman strongly suggested was a controller that was capable of monitoring individual panels. I was a bit surprised that that wasn't standard, but we bought it. When the system was installed and we reported that the individual monitoring didn't work, we were informed that we needed to buy an additional piece of software. To their credit, RGS did eventually provide that software at their cost. That individual monitoring may have been a bad idea. Because through it we learned that some of our panels were generating at only a third of what others were. We have also been concerned with the placement of the panels. We requested that they include as many panels as possible in our system. After installation we noticed that there was a lot of unused space on our roof. We never received an explanation why. At this point you might be wondering why we haven't requested assistance. We have on several occasions. We contacted our salesperson's replacement repeatedly - yet we have received no response! We finally wrote to the installation contact, the person we believed to be the salesperson's manager, and a third contact, Clayton Pitts, whose email address we obtained sometime during the installation. We only heard back from the third person and I mention his name because his response was so perfect. In my email to them I try to be as friendly and even-tempered as a business email should be. In the email I suggest that much of this might be communication related and might be settled by them stopping by for lunch. Clayton replies, ".,. I could come for a visit to check the system, but unfortunately I cannot come to "have lunch". There is a charge of $110hr labor and $55hr for travel. Minimum of one hour for labor. ..." I replied to Clayton suggesting that charging a new customer to finish the installation was perhaps not the best of customer service and asked for a contact. I never heard back from him. The joke is on me though. Now I have received a bill from RGS for nearly $5000 for installation. The date on the bill is March 5, but the installation date is October 14. Is this because I'm trying to get someone to answer my calls? I telephoned the main office customer support. Certainly I'll hear back from them... eventually? Fortunately, shortly after the system was installed I received a call from Enerbank, who has the loan for the system. The very nice rep asked me how everything was progressing. At the time I told him we had some issues but that I thought RGS was addressing them. He said that if I continued to have problems I should contact them. I did so yesterday. I asked them to note my call in their file, but that I wanted to give RGS corporate a bit more time to respond to my call. That only seems fair since I called them both the same day - after receiving the $5000 bill. One more thing. If you do choose RGS for your system, stay on top of them for paperwork. I'm preparing my taxes this weekend and I have not a scrap of paper to support my tax credit. I'm hoping that if anything happens my documentation from Enerbank will be sufficient. Good luck to you, and after all that, I still think solar power is the direction we should be taking... perhaps just with a different partner.

Slow and refuses to communicate on follow ups

It's been almost a year and I had nothing but one of the worse customer services in my life. The company loves to say that are doing what they can and all they can. My question is if so, why hasn't one of the a do been installed yet. Why do I need to demand the answers except being give the answers without asking. I ready to give up. It is absolutely disgusting.

Miserable Experience

Our solar power system began running today, July 29, 2014. We signed our contract 9 months ago at the end of October 2013. The customer service has been absolutely horrible. The lack of communication from RGS unbelievable. We live in Silverthorne, CO at 9,000 feet. We knew that having the system installed during the winter was going to be highly unlikely, however when spring sprung we expected to be at the front of the line for installation. It turned out that they had forgotten all about us. It has been a comedy of errors. A miserable experience.

HORRIBLE! Don't use them at ALL!!!

I signed the contract and paid the down payment in Nov 2013. I still did not have any solar system yet!!!! First, they said the town did not give them permit. I went to the town hall by myself and found out they did not file for permit till Apr 2014. Finally , three weeks ago, they told me that they have material but no one available. Last week, they told me that they have people available but no more original material, if I agree to change to something else. I can have it next week. This week, they told me that since I change the material I need an amend permit from the building dept and they don't actually have the material on hand too. This is a BIG joke. I will not recommend anyone to use this company at all!!!!!!

Check for best quality and prices. These guys arn't cheap and ov

Watch your wallet, materials and your contract.