RGS Energy (Out of Business)

Dropped the ball at the end of process; fired all contact people

RGS has apparently fired all its project managers and sales reps for home installations right in the middle of ongoing projects. RGS issued a press release on March 27 that it was "exiting" residential solar and just selling its special solar shingles. Up until this week, we had a 99% perfect experience with RGS which beat its own estimate for installation and kept in touch as our utility dragged its feet for five months getting us approved. We were finally approved on March 26, 2019 and received an email from our RGS project manager explaining that someone would contact us to turn on the system. No one did, and on April 8 our finance company asked for a status and I sent an inquiry to the project manager in RI and the sales manager in CO. Both returned robo emails that both were "no longer with the company." Emails to the people supposedly covering for them went unanswered. The finance company then gave me the name of their contact at RGS, and an email to her also generated a robo reply that she was also no longer with the company. After over an hour of phoning, leaving messages, and waiting on hold, I used "Get Human" to reach a corporate customer service person who transferred me to a residential customer service person in CO, who agreed to help us turn on our system. Meantime, both the utility and our finance company thought we were active and have been trying to complete the meter work and are asking us for status. Terrible practice to fire people in the middle of projects and leave customers hanging. Not everyone can spend hours trying to get through to someone to pick up the ball again. Very unfortunate.

Great until you've given them the money

I found RGS helpful and responsive until I had handed over the final check. After that, customer service was terrible. They outsourced to a small company that was essentially non-responsive and when I talked to RGS about it, they said they'd be right on it and give me an update. They never got back to me (we're talking weeks here).

Made things right

My original review is posted, after I was contact by one of VP's of the company who apologized and vowed to make things right. A lot of damage had already been done and there are many things they cannot fix as we are so far into the process, but his apology and quickness to set us back on a good track made all the difference. He was plain spoke and took responsibility for what had gone wrong over the lat 16 months. I do feel that we are on a good track now.