10/21/2015
Anonymous
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. <br /><br />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." <br /><br />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.